All-Pro Glass & Screen, Inc.

I have reviewed the response made by Sitestar in reference to complaint ID ***, and have decided to pay $to cease further action by SitestarI have posted money order #*** in the amount of $today, June 27, to Sitestar.
Thank you for your assistance in this matter,*** ***

We have repeatedly offered to settle this account for $which is for the months of service it was active before being deactivated for non-payment and waive all late fees. Since her choice of method for receiving her invoice was by email the first notices would have been sent via email and a mailed notice is only sent once the account is deactivated. Should she wish to settle this account and avoid collections she will need to notify us within days

I have reviewed the response offer 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.
In view of the fact that the sitestar e-mail account has not worked in several years, sitestar should have received a returned message  that the invoice did not reach the intended recipient.  In view of the fact that I have been paying for a service that was not provided I would think that sitestar would be willing to forgo the additional fees that represent a very small part of my overall contribution to their business for over ten years.   As a former business owner I would think that it would be in my best interest to drop the additional fees rather than risk negative comments about the company on the numerous avenues that are available  today.  In addition the cost of turning me over to collection will far exceed the amount of money that is being disputed.  I will be satisfied and willing to drop this matter if sitestar will drop the additional charges and stop sending threatening letters that state that they will turn me over to a collection agency.   
Regards,
[redacted]

The customer was sent multiple notices from us regarding the past due balance.  The customer states she simply ignored the bill to begin with rather than contacting us to cancel the service.  When a cancellation was received her account was adjusted and an adjusted notice was sent out....

 That notice as well as any further notices were ignored which led to her account being turned over to collections.  As stated in our terms of service accounts are charged $5 a month in late fees  and $25 for a collection fee.  Therefore we will not be issuing any refund for the amount she paid to the collection agency.  Our terms of service are located at https://sitestar.net/terms-and-conditions/

As was explained to her we require all cancellations be in writing.  Not using the service or just not paying is not the same as cancelling the service.  You wouldn't just stop paying your phone bill because you weren't using it anymore you would contact them and tell them to disconnect...

it.  We do not monitor to see if people are using the service as that would be considered an invasion of their privacy.  The only email she provided me with was an email sent to support from a Gmail account showing an error that would be expected if you were trying to send messages through our server and did not have an account or were not authenticated on our email server.  No where in this message does it reference an account number or email address with us so we would have no way of know if she was even a customer.  She called us 05/09/14 and made a payment over the phone for her annual dues at that time if she was experiencing problems she could have requested information on cancelling or requested to speak to technical support.  I show no record that she requested to speak to support, was transferred to support or requested to cancel.  We send out invoices in advance and she never contacted us when she received the invoice stating she was having problems or that she wished to cancel the service.  We allow time for someone to attempt to contact past due customers as well as time for checks to arrive in the mail and do not immediately terminate accounts.   Our terms of service are located on our website at [redacted] accessible to the customer at all times.   We require 20 days notice in writing on all cancellations by email, letter, or fax.  We have offered to settle the account for $35.90 which covers the time the account remained active and available for her use.  As she refused to pay the amount offered a final notice was sent to her before her account was turned over to collections.  Should she continue to refuse to pay the balance we have no choice but to turn it over to a collection agency at which time she will not only be responsible for the initial $35.90 but also all late fees and a collections fee.  This matter could have been avoided had she contacted us about cancelling or even told us when she paid last year that she was having problems with her email.

I have reviewed the response offer 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.I do not accept this resolution because Sitestar never sent me an invoice for the 2015 bill but they did send a notice of late fees after I cancelled the service.  In view of the fact that they never sent an invoice I would have had no way of knowing that I owed them anything.  In the past a renewal was required.  If I don't pay my phone bill I get a late notice and if I don't pay  they cut it off.  The late fees should be dropped.  Anyone who uses Sitestar should be warned that the practice of billing for no service happens and they should be very wary of doing business with this company.  
Regards,
[redacted]

As she was informed on the phone all cancellations are required in writing 20 days prior to the billing date.  Our terms of service are accessible from our website at [redacted].  There is also a link at the bottom of every page on our website to those terms of service. ...

[redacted] Internet required 30 days notice on all cancellations so even if we were to go by their terms she would still owe for an additional month of service.  I have enclosed a copy of our terms of service as well as a copy of the welcome letter that was sent to [redacted] customers that details our 20 day cancellation policy.  We would be happy to settle the account for the $17.95 and waive all fees rather than turn it over to a collection agency which would result in additional collection fees.  This is our final settlement offer on this account.

Complaint: [redacted]
I am rejecting this response because: The T[redacted]'s response is a total fabrication and a complete misrepresentation of our phone calls. First off, I was not aggressive and indignant. I never raised my voice; I did not use profanity; and I never said Mrs. T[redacted] was lying. Their assertion that I was aggressive is a complete falsehood - I simply was firm in my assertion that All-Pro had lost the frame parts and that they were on the screens when I brought them in. Mr. T[redacted] is also not truthful when he offered for me to bring the screens back to shop for the problem to be resolved. He never made this offer - he simply turned me over to Mrs. T[redacted]. Like her husband, Mrs. T[redacted] denied losing the parts and said she noticed they were missing when I brought them in, but she never bother to inform me of that fact until I filed the complaint. Mrs. T[redacted], like her husband, said I was aggressive. I was not. I was firm in my belief they had lost the parts and because I didn't agree with them, they falsely accused me of being aggressive. If the missing parts were missing when I brought in the screens, they had an obligation to point that out to me at that time. Because they never brought it to my attention at the beginning tells me the parts were NOT missing when I brought in the screens. Unless they make some kind of adjustment to the billing or replace the missing parts. I reject their response. I also reject their characterization of me being aggressive - That is a complete falsehood and an insult to any honest customer who has a justifiable complaint.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]