Camel City Cabinetry, LLC

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
I would also like to add that the company did get my situation resolved

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
I would also like to add that the company did get my situation resolved

We received a copy of complaint *** on May 3, and are responding to the customer's advertising issues complaint.Per the customer's statement of the problem: "Common [A]pp's advertised, online assistance is false, there are no representatives available to chat to to get errors fixed with
their application process I have checked multiple times; however, no one is available during the hours of operation they advertise on their help site They claim an online representative will be available to help during the hours of p.m.-p.mEST in their online chat option." This problem, according to the complaint, occurred on March 15, and per the complaint, the customer contacted our organization on April 20, The customer seeks a refund of their application fee ($80).At The Common Application we strive for excellent customer service for all of our constituents - our Members, Recommenders, and Applicants It is disappointing that the customer did not feel they had a good experience In reviewing our records pertaining to this particular customer, I would like to share the following information with you:Customer sent us a ticket through our on-line system at 8:p.mon April 25, with this message:your chat feature said that representatives would be available at p.mEST and there is no one there, my college extended my deadline until the end of today yet I can get no help from your website or an employee whatsoever Your common app process will be responsible for a gap/delay in my education."One of our Service and Support specialists responded to the customer at 8:p.mon April 25, with this message:Thank you for your message We are sorry for the inconvenience that you've encountered Are you referring to North Carolina State University? If so, please understand that NCSU has configured their Common Application instance with application deadline dates for Transfer applicants that have already passed their cut offs If you are presently unable to submit your application or other materials because the identified deadline date has passed, you will need to directly contact the college's admissions office to inquire if they will allow you to submit after the deadline date If the admissions office approves you to submit, they will need to update your record with a new submission date This action should be done on their end, within their Common Application instance Once this new date has been set, you should be able to submit Please keep in mind that, since the deadline has passed, the decision to do this is entirely up to the discretion of the admissions office The Common App Support Team is not able to grant extensions of any kind or submit an application for any student If the admissions office requires help completing the procedure on their end, they should directly contact their Member Support Representative at the Common Application organization to request assistance with the process.The customer also provided the screen shot below and sent an additional email to the *** email address (with the same text from above) showing the chat icon as availableHowever, that icon would not have been available on April 25, since this is our application cycle's "off-season." During the off-season, Applicant Chat is only available around deadline daysThe most recent Applicant Chat availability for the customer would have been on April 15, It looks like the customer cut and pasted an old screen or was looking at a cached version of the Applicant Chat interface screen.Furthermore, within our Applicant Portal we share information to our various constituentsDuring the off-season, the front page of the portal looks like this:As you can see from the documentation in this letter, when the customer contacted us with their question/concern on April 25, 2016, we responded within minutes and provided specific guidance and help to the CustomerWe did not receive any further Correspondence from the customer regarding their application or their issueIn addition, we do not advertise chat assistance during the off-season as our Applicant Portal and “Need to Know” sections clearly communicateIt seems that the customer may have been using an old screen shot or at least a cached one.It is regrettable that the customer did not continue the conversation with our Service and Support Team for additional help and closure to their issue or to ask for a refundSince The Common Application does not refund college or university application fees, we would have helped the customer navigate the refund process with their college or universityIf the customer would like further assistance in this matter, we would certainly be happy to assist them.Should you need any more information, please do not hesitate to contact the undersigned.Please note there is no chat icon (only email f submit a ticket available) and one of the “Need to Know' articles explicitly states: "App Chat Suspended after March 4th"The text of that FAQ reads as:As you can see from the documentation in this letter, when the customer contacted us with their question/concern on April 25, 2016, we responded within minutes and provided specific guidance and help to the CustomerWe did not receive any further Correspondence from the customer regarding their application or their issueIn addition, we do not advertise chat assistance during the off-season as our Applicant Portal and “Need to Know” sections clearly communicateIt seems that the customer may have been using an old screen shot or at least a cached one.It is regrettable that the customer did not continue the conversation with our Service and Support Team for additional help and closure to their issue or to ask for a refundSince The Common Application does not refund college or university application fees, we would have helped the customer navigate the refund process with their college or universityIf the customer would like further assistance in this matter, we would certainly be happy to assist them.Should you need any more information, please do not hesitate to contact the undersigned

We received a copy of complaint *** on May 3, and are responding to the customer's advertising issues complaint.Per the customer's statement of the problem: "Common [A]pp's advertised, online assistance is false, there are no representatives available to chat to to get errors fixed with
their application process I have checked multiple times; however, no one is available during the hours of operation they advertise on their help site They claim an online representative will be available to help during the hours of p.m.-p.mEST in their online chat option." This problem, according to the complaint, occurred on March 15, and per the complaint, the customer contacted our organization on April 20, The customer seeks a refund of their application fee ($80).At The Common Application we strive for excellent customer service for all of our constituents - our Members, Recommenders, and Applicants It is disappointing that the customer did not feel they had a good experience In reviewing our records pertaining to this particular customer, I would like to share the following information with you:Customer sent us a ticket through our on-line system at 8:p.mon April 25, with this message:your chat feature said that representatives would be available at p.mEST and there is no one there, my college extended my deadline until the end of today yet I can get no help from your website or an employee whatsoever Your common app process will be responsible for a gap/delay in my education."One of our Service and Support specialists responded to the customer at 8:p.mon April 25, with this message:Thank you for your message We are sorry for the inconvenience that you've encountered Are you referring to North Carolina State University? If so, please understand that NCSU has configured their Common Application instance with application deadline dates for Transfer applicants that have already passed their cut offs If you are presently unable to submit your application or other materials because the identified deadline date has passed, you will need to directly contact the college's admissions office to inquire if they will allow you to submit after the deadline date If the admissions office approves you to submit, they will need to update your record with a new submission date This action should be done on their end, within their Common Application instance Once this new date has been set, you should be able to submit Please keep in mind that, since the deadline has passed, the decision to do this is entirely up to the discretion of the admissions office The Common App Support Team is not able to grant extensions of any kind or submit an application for any student If the admissions office requires help completing the procedure on their end, they should directly contact their Member Support Representative at the Common Application organization to request assistance with the process.The customer also provided the screen shot below and sent an additional email to the *** email address (with the same text from above) showing the chat icon as availableHowever, that icon would not have been available on April 25, since this is our application cycle's "off-season." During the off-season, Applicant Chat is only available around deadline daysThe most recent Applicant Chat availability for the customer would have been on April 15, It looks like the customer cut and pasted an old screen or was looking at a cached version of the Applicant Chat interface screen.Furthermore, within our Applicant Portal we share information to our various constituentsDuring the off-season, the front page of the portal looks like this:As you can see from the documentation in this letter, when the customer contacted us with their question/concern on April 25, 2016, we responded within minutes and provided specific guidance and help to the CustomerWe did not receive any further Correspondence from the customer regarding their application or their issueIn addition, we do not advertise chat assistance during the off-season as our Applicant Portal and “Need to Know” sections clearly communicateIt seems that the customer may have been using an old screen shot or at least a cached one.It is regrettable that the customer did not continue the conversation with our Service and Support Team for additional help and closure to their issue or to ask for a refundSince The Common Application does not refund college or university application fees, we would have helped the customer navigate the refund process with their college or universityIf the customer would like further assistance in this matter, we would certainly be happy to assist them.Should you need any more information, please do not hesitate to contact the undersigned.Please note there is no chat icon (only email f submit a ticket available) and one of the “Need to Know' articles explicitly states: "App Chat Suspended after March 4th"The text of that FAQ reads as:As you can see from the documentation in this letter, when the customer contacted us with their question/concern on April 25, 2016, we responded within minutes and provided specific guidance and help to the CustomerWe did not receive any further Correspondence from the customer regarding their application or their issueIn addition, we do not advertise chat assistance during the off-season as our Applicant Portal and “Need to Know” sections clearly communicateIt seems that the customer may have been using an old screen shot or at least a cached one.It is regrettable that the customer did not continue the conversation with our Service and Support Team for additional help and closure to their issue or to ask for a refundSince The Common Application does not refund college or university application fees, we would have helped the customer navigate the refund process with their college or universityIf the customer would like further assistance in this matter, we would certainly be happy to assist them.Should you need any more information, please do not hesitate to contact the undersigned

THE COMMON APPLICATIONJanuary 6, 2017Revdex.com of Metro Washington DC and Eastern Pennsylvania K Street NW, 10th FloorWashington DC 20005-3404FAX: 202-393-1198Re: ID [redacted] (12/16/2016)You recently received a letter which alleges an inability for users of our online College
application and recommendation system to contact us in any waySpecifically, the complaint charges that "they don't answer their telephone, and they don't answer their email, and they don't provide any online chat serviceTheir Website doesn't work - I wasn't able to upload a student recommendation, and there was no one to contact to help me."To address each one of the issues raised:O Due to the enormous cost of operating an incoming call center-type environment,the Common Application organization has made the decision to not offer that option as a means of supportAs a non-profit membership organization whose primary Source of revenue is provided by our members, we simply are not in a financial position to be able to do soAs an alternative, however, we provide a "Schedule-A- Call" service specifically for recommendersUsers complete a simple form available in our online help portal and can schedule a phone call at a time that is convenient for them, from 10am-6pm Eastern Time Monday-Friday from October through February, and a member of our staff will call them at the number providedThe link to this scheduling form is available on the front page of our help portalo We offer an online chat for recommenders that is available from 10am-8pm EasternTime Monday-Friday from October through FebruaryThis link to access the chat functionality is available on the front page of our help portalo We offer a way to contact us via email or via the submission of an online help"ticket"Our email support is available 24/7/and, to date, we have responded to over 75,email help requests with an average initial response time to each request of less than minutesThis link to access the ticketing feature is available on the front page of our help portalRecommenders may also email us at [email protected] Our website is available 24/7/and our uptime since the launch of the currentapplication cycle on August 1, to the writing of this letter is 100%.[redacted] THE COMMON APPLICATIONI, unfortunately, do not see any instance of a [redacted] with the indicated email address attempting to contact supportHowever, we do see where she has uploaded a recommendation letter but not completed final submissionShe must do that in order to finish the processWe will attempt to reach out to her to walk her through the steps to complete the final submissionAlternatively, she is able to contact us via any one of the above channels and we can help her there as wellThe direct web address for our online help portal is: https://recSupport.Commonapp.orgThis portal is also available by clicking on "Instructions and Help" in the upper right hand corner within the recommendation system where [redacted] was performing her workOnce in the help portal, "Contact Us" is plainly visible on the left hand side of the page in the green box (a screenshot is attached at the end of this letter with the relevant section circled).With regard to the question about monopoly, Common Application is, quite simply, not a monopolyThere are other providers in the marketplace that provide an online application service, specifically The Coalition for Access and Affordability, and the Universal College Application, both of whom provide a service that is at least similar if not identical to that of the Common ApplicationAdditionally, many colleges and universities, including a large number of Common Application member institutions, use proprietary online applications in addition to the Common Application and/or an application from one of the other online service providersFor those users without access to the internet, paper applications and recommendation forms from the Common Application as well as many colleges and universities are also availableFurthermore, the choice of whether or not to use the Common Application as a means for applicants to apply to an institution rests Solely with that institutionColleges and universities are not required to use the Common Application as a vehicle through which applicants can apply to their institution.Please contact us if you require any additional informationThank you for the opportunity to respond.Sincerely,Matt H[redacted] Director, Support Common ApplicationAttachment[redacted]

THE COMMON APPLICATIONJanuary 6, 2017Revdex.com of Metro Washington DC and Eastern Pennsylvania 1411 K Street NW, 10th FloorWashington DC 20005-3404FAX: 202-393-1198Re: ID [redacted] (12/16/2016)You recently received a letter which alleges an inability for users of our online College...

application and recommendation system to contact us in any way. Specifically, the complaint charges that "they don't answer their telephone, and they don't answer their email, and they don't provide any online chat service. Their Website doesn't work - I wasn't able to upload a student recommendation, and there was no one to contact to help me."To address each one of the issues raised:O Due to the enormous cost of operating an incoming call center-type environment,the Common Application organization has made the decision to not offer that option as a means of support. As a non-profit membership organization whose primary Source of revenue is provided by our members, we simply are not in a financial position to be able to do so. As an alternative, however, we provide a "Schedule-A- Call" service specifically for recommenders. Users complete a simple form available in our online help portal and can schedule a phone call at a time that is convenient for them, from 10am-6pm Eastern Time Monday-Friday from October through February, and a member of our staff will call them at the number provided. The link to this scheduling form is available on the front page of our help portal. o We offer an online chat for recommenders that is available from 10am-8pm EasternTime Monday-Friday from October through February. This link to access the chat functionality is available on the front page of our help portal. o We offer a way to contact us via email or via the submission of an online help"ticket". Our email support is available 24/7/365 and, to date, we have responded to over 75,000 email help requests with an average initial response time to each request of less than 20 minutes. This link to access the ticketing feature is available on the front page of our help portal. Recommenders may also email us at [email protected]. o Our website is available 24/7/365 and our uptime since the launch of the currentapplication cycle on August 1, 2016 to the writing of this letter is 100%.[redacted] THE COMMON APPLICATIONI, unfortunately, do not see any instance of a [redacted] with the indicated email address attempting to contact support. However, we do see where she has uploaded a recommendation letter but not completed final submission. She must do that in order to finish the process. We will attempt to reach out to her to walk her through the steps to complete the final submission. Alternatively, she is able to contact us via any one of the above channels and we can help her there as well. The direct web address for our online help portal is: https://recSupport.Commonapp.org. This portal is also available by clicking on "Instructions and Help" in the upper right hand corner within the recommendation system where [redacted] was performing her work. Once in the help portal, "Contact Us" is plainly visible on the left hand side of the page in the green box (a screenshot is attached at the end of this letter with the relevant section circled).With regard to the question about monopoly, Common Application is, quite simply, not a monopoly. There are other providers in the marketplace that provide an online application service, specifically The Coalition for Access and Affordability, and the Universal College Application, both of whom provide a service that is at least similar if not identical to that of the Common Application. Additionally, many colleges and universities, including a large number of Common Application member institutions, use proprietary online applications in addition to the Common Application and/or an application from one of the other online service providers. For those users without access to the internet, paper applications and recommendation forms from the Common Application as well as many colleges and universities are also available. Furthermore, the choice of whether or not to use the Common Application as a means for applicants to apply to an institution rests Solely with that institution. Colleges and universities are not required to use the Common Application as a vehicle through which applicants can apply to their institution.Please contact us if you require any additional information. Thank you for the opportunity to respond.Sincerely,Matt H[redacted] Director, Support Common ApplicationAttachment[redacted]