I tried to order a workbook and got charged for the full webinar. ($997.00) I have tried to contact the company several times. I got through once and they said they would give me the refund, but it has been almost 2 weeks. Now I have to go through the bank and dispute the purchase. I never watched the webinar and no I don't plan on it ever.
On March 6, 2017 I contacted Ms. [redacted] regarding her complaint. She stated she had not received any communication from our staff, that we had not sent her any documents and that she wanted all of her money back. I went through her matter with her over the phone and indicated that according to our...
records and read receipts, we have sent her all of her documents as well as communicated with her. She stated that she didn’t “trust” our records. She also stated she did not receive the plan letter, but when I pointed out that we do in fact have a read receipt, indicating she received the plan letter, she back tracked and stated, “it doesn’t matter, I’m the customer.” She also stated that her documents were wrong. I asked her why she had signed them and she told me they were supposed to be fixed later. I told her we can’t do that, nor would we tell a client we can do that. Again, she was very assertive that because she was the “customer” nothing I said mattered. She was also very adamant that we refund “all” of her money or she would, “make a lot of noise.” I told her I would research a little further and get back to her. I met with Ms. [redacted] on March 10, 2017. We discussed her dissatisfaction and the lack of communication. I apologized and promised we would work on that. I gave her a check for a full refund and asked her to sign a document indicating that her dispute has been resolved. She signed the document and I gave her the check. Although I feel that we had done everything we agreed to do, it was obvious that her expectations were either not met, or there may have been other issues. But with regard to the lack of communication, we have a policy at our office to return calls within 24 hours. However, unless the client brings it to our attention, we can’t be certain if there are issues or not. Ms. [redacted] waited almost an entire year before contacting us with her concerns. >>> Thank you for your help. SIERRA R[redacted] Chief Operations Officer
On March 6, 2017 I contacted Ms. [redacted] regarding her complaint. She stated she had not received any communication from our staff, that we had not sent her any documents and that she wanted all of her money back. I went through her matter with her over the phone and indicated that according to our...
records and read receipts, we have sent her all of her documents as well as communicated with her. She stated that she didn’t “trust” our records. She also stated she did not receive the plan letter, but when I pointed out that we do in fact have a read receipt, indicating she received the plan letter, she back tracked and stated, “it doesn’t matter, I’m the customer.” She also stated that her documents were wrong. I asked her why she had signed them and she told me they were supposed to be fixed later. I told her we can’t do that, nor would we tell a client we can do that. Again, she was very assertive that because she was the “customer” nothing I said mattered. She was also very adamant that we refund “all” of her money or she would, “make a lot of noise.” I told her I would research a little further and get back to her. I met with Ms. [redacted] on March 10, 2017. We discussed her dissatisfaction and the lack of communication. I apologized and promised we would work on that. I gave her a check for a full refund and asked her to sign a document indicating that her dispute has been resolved. She signed the document and I gave her the check. Although I feel that we had done everything we agreed to do, it was obvious that her expectations were either not met, or there may have been other issues. But with regard to the lack of communication, we have a policy at our office to return calls within 24 hours. However, unless the client brings it to our attention, we can’t be certain if there are issues or not. Ms. [redacted] waited almost an entire year before contacting us with her concerns. >>> Thank you for your help. SIERRA R[redacted] Chief Operations Officer