Applied Systems

Dear Ms [redacted] We are in receipt of the [redacted] Insurance Brokerage, Inc("Customer") rejection of the July 26, responded provided by Applied Systems, Inc("Applied") regarding the complaint filed by Customer against Applied on July 3, (Case Number [redacted] )Our response to the rejection is as follows.As we have already stated, on August 26, 2016, Customer signed a contract with Applied for Applied software and services, including Applied Epic®The contract includes a minimum term length and states that fees are non-refundableApplied has performed under the contract, including providing software and training servicesCustomer has failed to complete its performance due under the contract, specifically payment of applicable feesOn August 31, 2016, Applied sent Customer an email regarding Customer's assigned implementation leaderIn the same email, Applied also sent Customer a tentative implementation timeline to ensure that both parties were on the same page throughout the implementation processOn September 9, 2016, Applied introduced the product instructor assigned to the Customer accountThe Customer began training session on September 26, In addition, Customer received online access to Applied training tools to assist with the implementation and usage of Applied software, which are available at any time on user demandOn September 26, 2016, February & 21, 2017, and March 6, 2017, Applied provided Customer with personalized live training via phoneAdditionally, Applied contacted Customer numerous times from September to June to follwith Customer's usage of the Applied software and servicesContrary to statements made in the complaint, Customer had a variety of resources available including web-based educational courses, private training sessions, and customer supportAfter Customer activated our software in March and as recently as June 2017, Applied continued to check in with the Customer and provided support as neededOn July 27, 2017, I spoke with Customer over the phoneFrom the Customer's perspective, the Applied Epic® system is too difficult for Customer's agency to work with and therefore the Customer would like a refundWhile I acknowledged Customer's frustrations, I reiterated to the Customer that Applied has provided training and support during every steps of Customer's implementation and usage of Applied software and servicesI also reminded Customer that Applied has not breached any of its contractual obligationsIn addition, Customer has failed to complete the training recommended and provided by Applied for the software at issueOn August 1, 2017, Nathan Waite (Applied's Vice President of U.SRating Sales) spoke with Customer about the aforementioned concernsMrWaite reminded Customer that the product and services Applied provided were exactly as demonstrated to the Customer prior to purchase and a refund would not be possibleApplied is committed to ensuring that both parties honor their mutual obligationsWe appreciate the Revdex.com's role in consumer relationsSince the claim arises under contract, however, we believe the matter is best resolved between the parties and request the Revdex.com dismiss the pending complaintApplied will continue to follwith Customer according to our standard practicesThank you for taking the time to review our responsePlease contact our office if you have any questions Sincerely, [redacted] ***Manager, Customer AdvocacyApplied Systems, Inc