Dear Sirs:Yesterday (01-24-2017), prior to being made aware of this complaint, we spoke with Ms. [redacted] at great length and mutually determined that a large part of this particular issue was a direct result of the fact that she had not been receiving our emails and, likewise, we had not been...
receiving hers. Due to this fact, Ms. [redacted] thought she was being ignored, while we were under the impression that we'd resolved the matter. We were simply unaware that Ms. [redacted] hadn't received our communications and now realize that we should have followed up by phone to ensure our messages had been receivedAfter initially speaking with Ms. [redacted] by phone on 11-21-2016 in reference to her requested refund, we received an email from her on 12-14-2016 requesting an update on when she'd be receiving it. That same evening (12-14-2016), we processed the refund for $775.00 to her Visa card (please see attached screenshot of the refund settlement dated 12-15-2016 processed via our merchant processor). As of last evening, Ms. [redacted] had not yet seen the $775.00 credited to her Visa card so we submitted a ticket to customer support last night to determine where the issue may have arisen and if the problem might originate with our merchant processor or with Ms. [redacted]'s credit card's issuing bank.In the meantime, we discussed the fact that our company's "Terms & Conditions" have been revised since Ms. [redacted] initially contracted to participate in our events early last year. We no longer require exhibitors to participate in a postponed show and, in the interests of good customer service, we’re happy to issue refunds upon request. Additionally, we'd already offered to reimburse Ms. [redacted] $250.00 for non-refundable travel expenses and we remain eager to do so. We also relayed that we'd be glad to reimburse her for any other travel expenses she’d incurred as well. Obviously, it isn't her fault that an event was rescheduled and we take full financial responsibility for the non-refundable expenses incurred by our exhibitors as a result.During the course of yesterday’s phone call, we also discussed several additional options to further remedy the situation as we seek to rebuild our relationship with Ms. [redacted]. At this point, we’ve now cleared up any miscommunications and misunderstandings with Ms. [redacted] and are under the impression that Ms. [redacted] is satisfied with our response to the matter.Lastly, as a result of the fact that we did indeed issue the refund more than a month prior to this complaint being filed with the Revdex.com and because Ms. [redacted]’s concerns were resolved to her satisfaction without any intervention by the Revdex.com, we respectfully request that the complaint be dismissed. Based on our conversation with Ms. [redacted], we also believe she’d support the dismissal of this complaint since we can not only provide independently verifiable documentation of both the issuance of the refund on 12-15-2016 and the emails which were sent immediately after, but it appears that the entire matter regarding her dissatisfaction about the refund is largely based on miscommunication.Please don’t hesitate to reach out to me directly if I can provide any additional information or documentation. Thank you for your consideration.Sincerely Yours,[redacted]President & CEO, Amazing Pet Expos™amazingpetexpos.comE: [redacted]@amazingexpos.comP: [redacted]C: [redacted] F: [redacted]
Complaint: [redacted]
I am rejecting this response because:In the brief message response from Amazing Pet Expos, forwarded to me by the Revdex.com, the message read that a thorough response would be provided before Monday, October 30th.I have not received any response as of Monday, October 30th (9:45 AM PST) from Amazing Pet Expos.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sent as an attachment is the history of my email communication with Ms [redacted] regarding the refund matter. As is demonstrated, Ms. [redacted] has repeatedly stated she would refund the booth fee and had repeatedly apologized for her errors with assurances that a refund check would be forthcoming, which still has not happened. In her most recent Revdex.com response she indicated that I requested that the check be made out to me personally, which is not accurate. As seen in the email history, I have repeatedly asked the check be made out to my business, [redacted], instead of the [redacted] trade name as was on the check she gave to me. I cannot process a check made out to my product's trade name.Ms. [redacted] has made several promises of follow through, which simply have not occurred. I am still seeking a refund check made out to my business name, [redacted], in the amount of $540 and will feel the matter is closed after I have received the check and it has cleared processing for adequate funds through my bank.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I never heard from AE Group, LLC. as promised by today October 30, 2017. No call & no email, just more false promises.
Sincerely,
[redacted]
Thank you! I did manage to reach Mr. [redacted] by phone yesterday and speak to him at length. Since the complaint is closed, I don't know if we can add the verbiage below since I think the whole complaint is published publicly, but just in case, I'm sending this (I tried to post it to the complaint, but couldn't since it was closed) if someone there wouldn't mind adding it to the complaint on my behalf, please:The owner of AE Group, [redacted], did manage to reach Mr. [redacted] by phone yesterday (05-25-2016) so that she could personally apologize for his unacceptable experience and spoke to him at length. She stated that she'd be willing to do whatever she could to further rectify the situation - even though he'd already received a refund - in an attempt to repair the business relationship and change his perspective on our company. He initially declined the offer, but agreed to contact Ms. [redacted] directly if he were to change his mind. Thank you so much! Warmest Regards,[redacted] B. [redacted]President & CEO, Amazing Pet Expos™
02/26/2018: Mediator sent consumer email requesting update.02/28/2018: Mediator sent consumer email requesting update.02/28/2018: We have not received our refund at this time.02/28/2018: I will check with them in the morning to see if they received it. Thanks for reaching out.03/05/2018:They told me the authorized the charge back and I should see my money in my account within the next few business days.I will let you know when I see it.03/06/2018: We received our refund from the bank.
Initial Business Response /* (1000, 10, 2015/10/21) */
We have no record of any contract with a [redacted].
Initial Consumer Rebuttal /* (3000, 18, 2015/10/26) */
This company has responded that they will send a refund by Oct 30. I would like to keep this complaint open until I receive the...
funds. Please see below email from [redacted] Sales ASsistant with Amazing Pet Expo.
Original Message
Subject: Re: Refund for Majestic Pet Products
From: "[redacted]"
Date: Thu, October 1, 2015 4:44 pm
To: "[redacted]"
Hi [redacted],
Thanks for confirming the amount and mailing details. I [redacted] make sure that the check is made out to [redacted] and sent to the address you specified. The refund [redacted] go out on Friday, 10/30. On that Friday I [redacted] get the tracking number and email it to you.
I appreciate your patience as we've dealt with this mess. As a gesture of goodwill I want to offer you a free campaign on the Atlanta Pet Expo Facebook page. I know that the Atlanta page still has a lot of followers from your area, so a series of posts could really benefit you! If you're interested in this, I'd be happy to work out the details with you.
If you have any other questions or concerns in the meantime, please let me know.
Best wishes,
[redacted]
Sales Assistant, Amazing Expos
[redacted]@amazingexpos.com
On 9/30/XXXX X:XX PM, [redacted] wrote:
> Hi [redacted],
>
> Thanks for the email. Yes, $425 is the correct amount. Please make the check out directly to [redacted], and mail to XXX
>
> Looking forward to hearing further details later this week. Thanks
> again, [redacted]
>
>
> Original Message
> Subject: Refund for Majestic Pet Products
> From: "[redacted]"
> Date: Wed, September 30, 2015 10:58 am
> To: [redacted]@regalpetproducts.com
>
> Good morning, [redacted],
>
> I'm sorry I missed your call. I know it's been a while, and I think
> you deserve a brief explanation.
>
> While this is not a justification, we recently had a staff member who
> was handling the refunds and made a jumbled mess of them, frankly. She
> is no longer with the company. I am now auditing our finances to
> determine exactly who is owed what in refunds and to make sure that
> they are sent. Part of the reason that I was chosen for this is my
> strong background in customer service; please know that I am available
> to answer any questions you may have.
>
> What I'd like to do is verify that we have the correct refund amount
> on file for Majestic Pet Products, after which I will speak with my
> supervisor to determine a set date on which to send out the check. I
> will contact you by the end of this week to let you know the specific
> date the check will be in the mail. My records show that your refund
> amount is $425.00, is that correct?
>
> I sincerely apologize for your wait up to this point, and I want to
> thank you for your continued patience. Please tell me if you have any
> further questions.
I have spoken with the AE Group outside of the Revdex.com system and I would like to close my complaint [redacted] as having been resolved. Thank you for your assistance.[redacted]
Amazing Pet Expos is nothing but amazing to work with! I have attended 4 of their events with another 4 on the books. They are very easy to work with and have a great format for their shows. If you are thinking about being a vendor or attending the show I can assure you that there will be no regrets!
I have had nothing but positive experiences with this organization in the last four years of attending their events. The staff is always professional and helpful in any way they can be. Dozens of adoptable pets (not just cats and dogs) find homes at these events. The public is met with opportunities to learn about adoption, responsible pet ownership, humane training methods, and many other ways to improve the world for our pets. I enjoy these events so much and tell everyone who will listen that they should attend!
Amazing Pet Expo's is an excellent company which greatly benefits the pet industry. Their events allow for thousands of pets to be adopted annually and many opportunities for small business owners to grow their brand. They produce large Pet Expos all over the country in many cities. Each event is unique and well planned out. They provide excellent customer service and they go above and beyond to suit your needs. I highly recommend this company!
Dear Sirs:Yesterday (01-24-2017), prior to being made aware of this complaint, we spoke with Ms. [redacted] at great length and mutually determined that a large part of this particular issue was a direct result of the fact that she had not been receiving our emails and, likewise, we had not been...
receiving hers. Due to this fact, Ms. [redacted] thought she was being ignored, while we were under the impression that we'd resolved the matter. We were simply unaware that Ms. [redacted] hadn't received our communications and now realize that we should have followed up by phone to ensure our messages had been receivedAfter initially speaking with Ms. [redacted] by phone on 11-21-2016 in reference to her requested refund, we received an email from her on 12-14-2016 requesting an update on when she'd be receiving it. That same evening (12-14-2016), we processed the refund for $775.00 to her Visa card (please see attached screenshot of the refund settlement dated 12-15-2016 processed via our merchant processor). As of last evening, Ms. [redacted] had not yet seen the $775.00 credited to her Visa card so we submitted a ticket to customer support last night to determine where the issue may have arisen and if the problem might originate with our merchant processor or with Ms. [redacted]'s credit card's issuing bank.In the meantime, we discussed the fact that our company's "Terms & Conditions" have been revised since Ms. [redacted] initially contracted to participate in our events early last year. We no longer require exhibitors to participate in a postponed show and, in the interests of good customer service, we’re happy to issue refunds upon request. Additionally, we'd already offered to reimburse Ms. [redacted] $250.00 for non-refundable travel expenses and we remain eager to do so. We also relayed that we'd be glad to reimburse her for any other travel expenses she’d incurred as well. Obviously, it isn't her fault that an event was rescheduled and we take full financial responsibility for the non-refundable expenses incurred by our exhibitors as a result.During the course of yesterday’s phone call, we also discussed several additional options to further remedy the situation as we seek to rebuild our relationship with Ms. [redacted]. At this point, we’ve now cleared up any miscommunications and misunderstandings with Ms. [redacted] and are under the impression that Ms. [redacted] is satisfied with our response to the matter.Lastly, as a result of the fact that we did indeed issue the refund more than a month prior to this complaint being filed with the Revdex.com and because Ms. [redacted]’s concerns were resolved to her satisfaction without any intervention by the Revdex.com, we respectfully request that the complaint be dismissed. Based on our conversation with Ms. [redacted], we also believe she’d support the dismissal of this complaint since we can not only provide independently verifiable documentation of both the issuance of the refund on 12-15-2016 and the emails which were sent immediately after, but it appears that the entire matter regarding her dissatisfaction about the refund is largely based on miscommunication.Please don’t hesitate to reach out to me directly if I can provide any additional information or documentation. Thank you for your consideration.Sincerely Yours,[redacted]President & CEO, Amazing Pet Expos™amazingpetexpos.comE: [redacted]@amazingexpos.comP: [redacted]C: [redacted] F: [redacted]
The client informed us on 11/22 that he had done a chargeback against our processing bank, and we have not disputed it. This one should be resolved.
Complaint: [redacted]
I am rejecting this response because:In the brief message response from Amazing Pet Expos, forwarded to me by the Revdex.com, the message read that a thorough response would be provided before Monday, October 30th.I have not received any response as of Monday, October 30th (9:45 AM PST) from Amazing Pet Expos.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sent as an attachment is the history of my email communication with Ms [redacted] regarding the refund matter. As is demonstrated, Ms. [redacted] has repeatedly stated she would refund the booth fee and had repeatedly apologized for her errors with assurances that a refund check would be forthcoming, which still has not happened. In her most recent Revdex.com response she indicated that I requested that the check be made out to me personally, which is not accurate. As seen in the email history, I have repeatedly asked the check be made out to my business, [redacted], instead of the [redacted] trade name as was on the check she gave to me. I cannot process a check made out to my product's trade name.Ms. [redacted] has made several promises of follow through, which simply have not occurred. I am still seeking a refund check made out to my business name, [redacted], in the amount of $540 and will feel the matter is closed after I have received the check and it has cleared processing for adequate funds through my bank.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I never heard from AE Group, LLC. as promised by today October 30, 2017. No call & no email, just more false promises.
Sincerely,
[redacted]
Thank you! I did manage to reach Mr. [redacted] by phone yesterday and speak to him at length. Since the complaint is closed, I don't know if we can add the verbiage below since I think the whole complaint is published publicly, but just in case, I'm sending this (I tried to post it to the complaint, but couldn't since it was closed) if someone there wouldn't mind adding it to the complaint on my behalf, please:The owner of AE Group, [redacted], did manage to reach Mr. [redacted] by phone yesterday (05-25-2016) so that she could personally apologize for his unacceptable experience and spoke to him at length. She stated that she'd be willing to do whatever she could to further rectify the situation - even though he'd already received a refund - in an attempt to repair the business relationship and change his perspective on our company. He initially declined the offer, but agreed to contact Ms. [redacted] directly if he were to change his mind. Thank you so much! Warmest Regards,[redacted] B. [redacted]President & CEO, Amazing Pet Expos™
02/26/2018: Mediator sent consumer email requesting update.02/28/2018: Mediator sent consumer email requesting update.02/28/2018: We have not received our refund at this time.02/28/2018: I will check with them in the morning to see if they received it. Thanks for reaching out.03/05/2018:They told me the authorized the charge back and I should see my money in my account within the next few business days.I will let you know when I see it.03/06/2018: We received our refund from the bank.
Initial Business Response /* (1000, 10, 2015/10/21) */
We have no record of any contract with a [redacted].
Initial Consumer Rebuttal /* (3000, 18, 2015/10/26) */
This company has responded that they will send a refund by Oct 30. I would like to keep this complaint open until I receive the...
funds. Please see below email from [redacted] Sales ASsistant with Amazing Pet Expo.
Original Message
Subject: Re: Refund for Majestic Pet Products
From: "[redacted]"
Date: Thu, October 1, 2015 4:44 pm
To: "[redacted]"
Hi [redacted],
Thanks for confirming the amount and mailing details. I [redacted] make sure that the check is made out to [redacted] and sent to the address you specified. The refund [redacted] go out on Friday, 10/30. On that Friday I [redacted] get the tracking number and email it to you.
I appreciate your patience as we've dealt with this mess. As a gesture of goodwill I want to offer you a free campaign on the Atlanta Pet Expo Facebook page. I know that the Atlanta page still has a lot of followers from your area, so a series of posts could really benefit you! If you're interested in this, I'd be happy to work out the details with you.
If you have any other questions or concerns in the meantime, please let me know.
Best wishes,
[redacted]
Sales Assistant, Amazing Expos
[redacted]@amazingexpos.com
On 9/30/XXXX X:XX PM, [redacted] wrote:
> Hi [redacted],
>
> Thanks for the email. Yes, $425 is the correct amount. Please make the check out directly to [redacted], and mail to XXX
>
> Looking forward to hearing further details later this week. Thanks
> again, [redacted]
>
>
> Original Message
> Subject: Refund for Majestic Pet Products
> From: "[redacted]"
> Date: Wed, September 30, 2015 10:58 am
> To: [redacted]@regalpetproducts.com
>
> Good morning, [redacted],
>
> I'm sorry I missed your call. I know it's been a while, and I think
> you deserve a brief explanation.
>
> While this is not a justification, we recently had a staff member who
> was handling the refunds and made a jumbled mess of them, frankly. She
> is no longer with the company. I am now auditing our finances to
> determine exactly who is owed what in refunds and to make sure that
> they are sent. Part of the reason that I was chosen for this is my
> strong background in customer service; please know that I am available
> to answer any questions you may have.
>
> What I'd like to do is verify that we have the correct refund amount
> on file for Majestic Pet Products, after which I will speak with my
> supervisor to determine a set date on which to send out the check. I
> will contact you by the end of this week to let you know the specific
> date the check will be in the mail. My records show that your refund
> amount is $425.00, is that correct?
>
> I sincerely apologize for your wait up to this point, and I want to
> thank you for your continued patience. Please tell me if you have any
> further questions.
I have spoken with the AE Group outside of the Revdex.com system and I would like to close my complaint [redacted] as having been resolved. Thank you for your assistance.[redacted]
Amazing Pet Expos is nothing but amazing to work with! I have attended 4 of their events with another 4 on the books. They are very easy to work with and have a great format for their shows. If you are thinking about being a vendor or attending the show I can assure you that there will be no regrets!
I have had nothing but positive experiences with this organization in the last four years of attending their events. The staff is always professional and helpful in any way they can be. Dozens of adoptable pets (not just cats and dogs) find homes at these events. The public is met with opportunities to learn about adoption, responsible pet ownership, humane training methods, and many other ways to improve the world for our pets. I enjoy these events so much and tell everyone who will listen that they should attend!
Amazing Pet Expo's is an excellent company which greatly benefits the pet industry. Their events allow for thousands of pets to be adopted annually and many opportunities for small business owners to grow their brand. They produce large Pet Expos all over the country in many cities. Each event is unique and well planned out. They provide excellent customer service and they go above and beyond to suit your needs. I highly recommend this company!