About Time Technologies, LLC

[redacted] filled out their purchase order on March 23rd, and AboutTime processed their order as instructed at 2:PM on that day [redacted] knew how to reach our office at any time if they wished to speed things up more or inform us of a “specific” schedule that they wanted to hit On March 26th we reached out to them to schedule their implementation and training This is within our standard hour turn-around time for new implementations There was nothing in the order, the agreement, or anywhere else that they stated a desire or requirement for an immediate installation Our scheduler left a message for [redacted] on March 26th and was eventually contacted back by [redacted] later that day When [redacted] called back, they stated that they were busy and didn’t have time to do the installation or training right then, but would reach back out to us in a few weeks when their schedule opened up a little bit more They did not mention anything about a delay, frustration, or a desire to request a refund at all The next activity related to [redacted] came in the form of a “Chargeback Notice” from American Express The reason code that was filed on the claim was “Our mutual customer does not recognize the charge(s).” [redacted] signed and initialed every page of a page purchase agreement Surely they knew what the “charge(s)” were for They also knew that there is a “no refund” policy before they signed the agreement and went through the purchasing process We provided the signed contract and paperwork to American Express for them to make a determination whether or not there was a “valid dispute” on the claim, and they determined that the customer surely knew what the charge was for and that it was their decision to make the purchase [redacted] never once called, e-mailed, or notified AboutTime directly regarding their dispute In years in business, we have never had a customer attempt to file a dispute in this way or not call to discuss their concerns if they had any They subsequently filed two additional disputes on their American Express charge, the third one being “Our mutual customer claims that this charge was unauthorized.” American Express denied the claim once again because it was deemed “untrue” that they did not know what the charge was for or that it was “unauthorized.” There was no attempt to work through any of this with us by [redacted] Before the 3rd claim came through, one of AboutTime’s owners called [redacted] to discuss what was going on and why [redacted] why they were filing these claims this way instead of calling to discuss this or address their concerns [redacted] stated that they “got cold feet” in the following weeks after making the purchase They wanted to upgrade their accounting software as well and decided to focus on that first and put this on hold We explained that we are ready to help them when they are ready to move forward with the next steps, but we do not issue refunds because of their change of focus or “cold feet”We spent weeks working through all of the steps, going through the software’s capabilities and how we could help address their specific challenges AboutTime provided references to [redacted] and took every step to help insure that [redacted] was able to make an informed purchase decisionThey made a well informed decision that can really help their business when they are available to take advantage of thatWe are ready to help them as soon as they are ready to proceed as contracted

The dates referenced in
the previous response are correct as to when the contract was received into our
corporate office and when your card was charged Had you notified us at
the time our admin reached out to you to schedule your implementation call, that
you "had cold feet" as you told me on a call more than months
later, we could have had that discussion at the time You simply pushed
out the date and did not mention anything else at the time To file a
claim weeks later with a credit card company stating that "you did not
recognize the charge" or for any other reason at all is not a proper
cancellation of a signed contract That is simply the method *** used
to fund the agreement Although, we recognize that we are not perfect,
and we aim to please 100% of the time, just as you said *** does with it's
customers as well Sometimes, we each fall short It was not
intentional in any way and if there had been a predetermined and specific date
or timeline to have your installation scheduled, we would have successfully
achieved that expected result, or faced a formal cancellation of the contract
as a potential outcome Your attempts to "reach out to our office
were only after improperly and unsuccessfully cancelling your credit card
purchase You admitted this on the phone with me at the same time that
you simply said "you got cold feet and changed your mind."
Again, had this been handled with us directly and not in an attempt to
cancel a valid and signed credit card authorization from weeks before, it
would have been a more cordial discussion and outcome for both parties
Once the credit card company reviewed the claim, the contract, and the
timing, they found that you had filed a faulty claim You then attempted
to file additional claims, which ultimately were rejected in each case by the
credit card issuer Credit card companies are typically very liberal in
favor of consumers As a merchant, we assume these risks by accepting
them and are often left on the "short end of the stick" when there is
a dispute or a claim of any kind by a consumer.
As for "how"
the claim was made to American Express, I cannot speak to that, other than when
we called them to learn what had happened, they informed us of the complaint
and reason After the 3rd dispute, when this was again discussed with
them and we asked about the "reason code" - we were advised that
"the complaint didn't file itself *** had instructed them on
which reason was being filed, and the agent processed it accordingly."
Despite the reason, all three were found to be improper according to the
agreement and deemed "unreasonable."
Despite these issues, we
want to help *** achieve the benefits that you were seeking upon purchase
of the system We are ready to deliver that and help move past this when
it is fitting to your scheduleThe issues you wished to solve with an
automated time collection system must still be lingering and we would sincerely
like to help you solve those as soon as possible if you are willing
Despite this rocky start, other than attempting to start with you later
than you had originally wanted, we are still in the same place as we were when
we initially tried to get this ball rolling
Out of respect and courtesy, I did attempt to call and left a detailed voice message for your President, Mr*** on the same
day you and I spoke Again, we were interested in having a reasonable
discussion to discuss how we could address the issues and come up with a
solution That call has been not been returned for nearly a monthOur
hope is that we can identify a time with you that fits ideally into your
schedule to get the software licenses that you own in place and working for you
as quickly as we are able We hope that you will allow us to prove to you
that you did make the right and the best choice initially We feel that
most of this is just a case of poor timing that rolled into poor
communicationBoth can be remedied with a little time, and a little
attention

Complaint: [redacted]
I am rejecting this response because:The dates are not correct that are referenced in this email. No services were delivered. Expectations about implementation were not met.  [redacted] has no faith that AboutTime can deliver the services they sell.Contract was submitted to AboutTime on Thursday 3/19/15 (not 3/23). I have the email.David P[redacted] told [redacted] we would have a Project Coordinator assigned within 24 hours.David P[redacted] reached out to me on Monday, March 23 at 4:31 pm to see if the Project Coordinator had gotten in touch with me. I said "Nope". On Wednesday, March 25, David P[redacted] said he had to "force the issue" and he is working on having a coordinator contact me on March 26... This is 7 days after contract was sent. Not 72 hours.[redacted] tried to reach out repeatedly to the office and ended up with AboutTime's offie manager. I believe she said both principals were on travel (New York) and I had no other resources except several missed calls and scheduled appointments with David P[redacted].When we called Amex, we never said the charge was unauthorized. We said services were not delivered as promised.  We have no control which box the Amex rep checked no the dispute form and I am sorry for the miscommunication.Sincerely,
[redacted]

[redacted] filled out their purchase order on March 23rd,
2015 and AboutTime processed their order as instructed at 2:39 PM on that day. 
[redacted] knew how to reach our office at any time if they wished to speed
things up more or inform us of a “specific” schedule that they wanted to...

hit.  On March 26th we reached out to
them to schedule their implementation and training.  This is within our standard 72 hour turn-around
time for new implementations.  There was nothing in
the order, the agreement, or anywhere else that they stated a desire or
requirement for an immediate installation. 
Our scheduler left a message for [redacted] on March 26th and
was eventually contacted back by [redacted] later that day.  When [redacted] called back, they stated that
they were busy and didn’t have time to do the installation or training right
then, but would reach back out to us in a few weeks when their schedule opened
up a little bit more.  They did not
mention anything about a delay, frustration, or a desire to request a refund at
all.  The next activity related to
[redacted] came in the form of a “Chargeback Notice” from American Express.  The reason code that was filed on the claim
was “Our mutual customer does not recognize the charge(s).”  [redacted] signed and initialed every page of a
22 page purchase agreement.  Surely they
knew what the “charge(s)” were for.  They
also knew that there is a “no refund” policy before they signed the agreement
and went through the purchasing process. 
We provided the signed contract and paperwork to American Express for
them to make a determination whether or not there was a “valid dispute” on the
claim, and they determined that the customer surely knew what the charge was
for and that it was their decision to make the purchase.  [redacted] never once called, e-mailed, or
notified AboutTime directly regarding their dispute.  In 13 years in business, we have never had a
customer attempt to file a dispute in this way or not call to discuss their
concerns if they had any.
They subsequently filed two additional disputes on
their American Express charge, the third one being “Our mutual customer claims
that this charge was unauthorized.” 
American Express denied the claim once again because it was deemed “untrue”
that they did not know what the charge was for or that it was “unauthorized.”  There was no attempt to work through any of
this with us by [redacted].  Before the 3rd
claim came through, one of AboutTime’s owners called [redacted] to discuss what
was going on and why [redacted] why they were filing these claims this way instead
of calling to discuss this or address their concerns.  [redacted] stated that they “got cold feet” in
the following weeks after making the purchase. 
They wanted to upgrade their accounting software as well and decided to
focus on that first and put this on hold. 
We explained that we are ready to help them when they are ready to move
forward with the next steps, but we do not issue refunds because of their
change of focus or “cold feet”. We spent
5 weeks working through all of the steps, going through the software’s
capabilities and how we could help address their specific challenges.  AboutTime provided references to [redacted] and
took every step to help insure that [redacted] was able to make an informed
purchase decision. They made a well
informed decision that can really help their business when they are available to take advantage of that. We
are ready to help them as soon as they are ready to proceed as contracted.

Complaint: [redacted]
I am rejecting this response because:We sincerely appreciate that AboutTIme wants to talk to [redacted]'s president, [redacted] and we are trying to figure out a way to get that scheduled. However, it does not change the fact that About Time did not perform as promised on the execution of our scheduled purchase with a 72 hour window for Project Manager assignment and scheduling of discovery call.  If these promised items would have been executed as promised, we would currently be online with AboutTime. The consequence of their delay made AboutTime's implementation conflict with ERP upgrade. This was explained many times to the sales rep by phone and in fact, the contract was amended to include implementation support to both our existing AND next generation ERP system. The need for a timely implementation was not unknown to AboutTime and they missed the mark.No service has been rendered, no product received, no time expended by AboutTime - other than normal sales related demos and such. We must insist that AboutTime quit submitting AX charges.  Taking administrative time and energy to continue to dispute these charges and reassert the facts of this mishandled transaction time and again to Revdex.com and American Express is becoming a nuisance to [redacted]'s operations and is impacting our ability to conduct our business. Please stop this nonsense and let's each get on with our core business. I'm sure AboutTIme has better things to do as does [redacted].
Sincerely,
[redacted]