All About Children Day Care & Preschool, Inc.

I have attached our communication with [redacted] attached for case [redacted]. He is happy with our resolution, please let me know if you need anything further with this case.

Revdex.com:
I have reviewed the response made by the business in...

reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
 Refund has gone through. Thank you for your assistance. I would still like some kind of review listed on the bad customer service.   Regards,
[redacted]

Thanks [redacted]. We are just waiting to hear back from MR. Thompson to work on a happy resolution for him. We finally got a resolution for [redacted] for case # [redacted] and I have attached our communication with her, resolving her complaint. Thanks again for everything! [redacted]...

[redacted]  |  Manager, Consumer Service [redacted].[redacted]@directed.com DIRECTED|

We are sorry for the accidental duplicate charge, and we will reach out to you to ensure it gets resolved if it has not been already. I'm not sure what the issue was that had occurred when you called in for support, but I will report it to my IT team for investigation. Our phone support has not...

changed for quite some time and we take hundreds of calls each day supporting our smartstart customers, for the quickest way to get into the correct queue for smartstart support please dial 1-800-753-[redacted] and press [redacted] to avoid waiting for the phone prompts to get you in the correct queue. We look forward to speaking withyou directly to resolve you issues. Thanks.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[The business indicates there was resolution in March, but I do not have any correspondence in March aside from a request for the error code. If this was resolved at the time I would have been satisfied. I have attached a screenshot that shows a gap in communication from March through August. I have provided documentation of the purchase from best buy but have yet to receive any indication that this would be resolved]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
PS: I called back phone number from rep several time and could notreach [redacted].

Customer spoke with our consumer support team yesterday and issue was resolved.

We are already working with the customer directly to resolve this issue.  We are currently waiting on the product to be received at our headquarters.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to...

perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

We attempted to contact the customer via phone on 7/28/2016.  There was no answer and a voice mail was left.  Please note that we still honor the product warranty, even if the retail shop is no longer authorized by us, as long as the product was purchased while they were still...

authorized to sell our product.  Our website (http://viper.com/wheretobuy/) provides real time information on who is allowed to sell our product.  If the product was purchased after the retail shop was terminated, that shop is automatically removed from our website.  The only reason we decline warranty requests that are accompanied with a receipt would be for these reasons:1)  The shop that sold and installed the product was not an authorized retailer on the date of purchase2)  The warranty terms associated with the product have expired3)  The failure was not due to manufacturer defectWe are more than happy to discuss this further with the customer if they choose to return our voice mail.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that...

this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[redacted] from Directed advised me to send the defective system back to Directed, I sent it back to directed, they cannot find my previous RMA number. So now [redacted] called me and informed me that its nothing they can do.This is ridiculous, I spent over $1000 initially to get my system installed, it didnt work the first time and company replaced my defective system with another defective one and now Directed doesnt even want to own up to their defective product. Instead saying that its nothing that they can do.No wonder Directed is no longer the industry leader. Compustar it is. Directed is complete rip off, and doesnt stand up to their products. Guys, think twice before you buy a directed product.
Regards,
[redacted]

I already responded but here is is again.Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11030940, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Hello, Ty for the response. I was asking for a very long time for them to communicate with me and work this out. Now that I see there "response", it is clear to me why they chose to ignore me ("See no evil, hear no evil")1) on 11/20 ** sent me a fed ex call tag with 7pc,  Del 11/24 fed ex [redacted]. They never responded to this. I also offered to send every person on the management staff (including [redacted]) a full set of this for free and they can decide for themselves if this is an actual working product. I can still do this. I am also willing to send the Revdex.com or local media this product for free and they can decide if this is a working product. This idea that we sent them product and they found no defects is false and a bizarre claim.Its bizarre because I offered to meet them in person and they can show me how this product is useful.2) I stopped paying because they didn't provide me with a working product. I stopped paying because it was on the main web site (VIper.com) when they offered me the deal, and then it was removed after they shipped it. I stopped paying because they removed any reference of this item from their site (viper.com/home). I stopped paying because the user interface doesn't work and it not being supported. I stopped paying because the mobile app does not work. I stopped paying because they stopped supporting this product in any way. I stopped paying because I was mislead  into this deal. AND THEY KNOW IT.I offered to send back 100% of the goods. Its not that they dont want to service me, they cant. They do not know anything about this product. It was outsourced to begin with to a third party and they no longer have a relationship with them.3) The claim that we had complaints after they collected money form us is also bizarre. I complained multiple times before that about all the issues. Also on march the Viper/home site was taken off line - so the complaints intensified. The contract clearly states 3 years of service. My assumption was that the product will actually do what it says it  will do (or at least reasonabley close)4) 1.) The web user interface portal uses Microsoft Silverlight. While this is an older application it is still supported by the most common internet browsers i.e. Microsoft Explorer, Microsoft edge, Apple safari, Google Chrome. During the initial login and registration process of the system, the user will be prompted to install Microsoft Silverlight. Once this is installed, everything works as it should, and Directed has validated this       They are wrong. The user interface crashes over and over. I was not able to get it to work and neither was my rep. The documentation says nothing about all these limitations. My rep asked ** to give us a demo and he was not able to. Hes the head product guy and he cant get his own product to work, how can a customer get it to work?5) 2.) As the consumer completes the registration of the product, they are required to input a credit card and they are subject to a $9.99/month fee for premium services. There was not an exclusion for this in the sale agreement. As with any service, it is common for the end user to pay a monthly fee for service.        It says nothing about this on the documentation. I was told on by Dei that there is a free service and a premium service. There is no free service. (this can be confirmed by AF and BH)6) 3.) The product page in the application is linked to a product page that was removed (since such product page was previously offered to Directed’s entire customer base). As stated above, continued support is provided at this link: http://kb.viper.com/customer/portal/topics/574183-viper-home/articles?b_i...⇄ addition, the product page that was removed in the application was for demonstration purposes only, and its removal does not inhibit the functionality to the end user when used on conjunction with the Viper Home product and services.        This was never stated to me nor was it stated to the customer. It was there when I purchased the deal, its gone now, end of story.   7)      4.) Directed has been working with Mr. [redacted] to overcome the issues he claims and we have supported everything that was agreed upon between the parties when the product was sold.                   This is a boldface lie. Its not that they dont want to - they do not have the knowledge to correct this as stated above. They simply have no idea what this product is. Im still willing to now8)  The documentation points you to Viper.com and VIper.com/home. This was there at the time of the deal. Its gone now.9) They also lost control of  what systems are registered and which are not. New ones are being shown as registered.
Regards,
[redacted]

The initial complaint was due to a service issue that was not functioning correctly in February. After this was escalated to get fixed, it was resolved in March. Five months later after the customer was cleaning out emails, he requested a refund for annual service plan and smartstart system. We...

provided a full refund for the service and since the device was not purchased directly from us, and was purchased through [redacted], we couldnt refund for something we didn't collect money on directly. The shops and installers, IE [redacted], operate independently from us and have own return policies. Had it been requested through [redacted] within the 30 days of purchase, we could have provided a refund for the service plan and [redacted] would have provided the full refund for device. At this point we are requesting a proof of purchase from customer for device purchased at [redacted] to see how we can resolve issue.

Revdex.com:
I have reviewed the response made by...

the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

We are very sorry to hear about the issues you have been having. Our app has gone through a complete redesign and many updates along the way over the course of the last year. With all of the different phones out in the market with varying operating system versions, there are lots of potential causes...

to see certain issues. However, our most recent update has been one of the most successful and most improved versions we've seen since the redesign. I also apologize for the issues you've encountered trying to contact us for support. We did recently have an issue with our email system and have since addressed it to the best of our knowledge. Our phone support has not changed for quite some time and we take hundreds of calls each day supporting our smartstart customers, for the quickest way to get into the correct queue for smartstart support please dial [redacted] and press [redacted] to avoid waiting for the phone prompts to get you in the correct queue. We will be reaching out to you directly to try and get your app issue on your phone resolved and offer you some alternatives to compensate your last year of service with the issues you've had. Thanks.

We apologize for any confusion around this matter, but communication was sent back to the customer stating that we need the vehicle to be brought back to an authorized dealer for evaluation before being able to consider the request. With the details we have been provided, we have no way to know what...

has occurred and we will need an authorized dealer to assess the vehicle before addressing the claim. Additional follow up with the customer will happen directly from here.

Hi [redacted], I have attached the credit notes showing we processed the refunds for [redacted] and we have refunded 2 older service plans for him as well, it looks like they were process the day after his complaint was filed.