Cayan, LLC

We've circled back with the customer's sales representative and verified the sales rep did inform the customer they would not be billed until they started using the accountThought that is outside the terms of our agreement we will honor what was communicated to the customerA member of our Customer Advocacy team will be reaching out to the customer and we will be issuing a full refund for the customer's recent charges as well as waiving April fees as well should the customer decided they'd like to retain our services for their business opening in MayIf not our Customer Advocacy representative can assist the customer with cancelling their account

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please see the email screen shot I was asked to prove by [redacted] to receive the check please see emails Regards, [redacted] ***

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below [I find it interesting that the Cayan rep says they were never able to access our websiteBefore reading his comment I visited our website and it worked with no problemAfter reading his email I went back and checked again and had no problem, then I visited it a couple more times during the day with no issueI suspect he must not have tried very hardAs to both our business and the customer being in the U.Sand a request for overseas shipping we did not find that at all unusualThe customer is purchasing gifts for friends in his home countryThe shipping charge was a direct quote from the company this individual uses on a regular basisIn our world today we deal with overseas transactions all the timeAnyone who has done much shopping on [redacted] or [redacted] has bought from overseasWe have receive inquiries from all over the world about bows and didn't think this was at all unusualAs far as there month limit this is the first I have heard of itIf you order a custom item and are told how long it will take to make and still want the product that seems to be the customers decisionTo build the bow the customer requested takes to months of drying timeOur customer is aware of thisI mentioned in my email with the Cayan rep that more well known bowyers can take up to yearsI did not say this was the case with usWe gave the customer an ETA of March He was good with that time frameThe story for refusing the transaction has changed or been bent several timesThey need to find one story and stick to itThey obviously have no knowledge of the custom archery business and have been taking money from us on a regular basis without any real desire to provide the service we need.] Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] I wont be home then I am in [redacted] until Wednesday 17th I will be in cell service on that afternoon or home phoneHome [redacted] cell [redacted] thank you Regards, [redacted]

This customer did not receive the equipment they ordered in the timeframe they were expectingWe attempted to resolve the issue through rush delivery and sent the order outThe customer was not satisfied and chose to close their account with usWe let the customer know we would be sending out call tags to return the equipment to us at no cost and when the equipment was received back we would issue a full refundLast week we confirmed receipt of the returned equipment and issued a refund for the full amount, $568.90, back to the customer's cardThis occurred on Nov 10thRefunds typically take 3-business days to be credited back to credit cardsFriday Nov 11th was also a bank holiday The refund should be appearing on the customer's credit card before the end of the week

Hi ***,We have processed a refund on your account for the overdrafts at $(each); please allow 5-business days to see this deposit back into the account that we have on fileRegarding the settlement for $it was settled on 01/11/and deposits take place within 1-business days of the settlement date; therefore you should receive this tomorrow.Best regards,

When the customer initially called to cancel his account a link to cancel was sent to the email address on fileThe customer never completed the linkWhen he called in a second time roughly a week later a cancellation form was sent with instructions to sign and return, this was done as a safe guard against the customer potentially not receiving the cancellation link by emailThe customer was informed the account would remain open through the remainder of the month so Cayan could access our final monthly service fee as per the merchant agreementHowever, after our Customer Advocacy dept received feedback the customer was upset due to difficulty in cancelling coupled with the fact that the customer hasn't been actively using the account, a member of our Customer Advocacy team requested a force closure of the customer's accountThe account has been officially closed and will not be billed a February month end fee

The reason this merchant was billed $50/month as because she had an invalid EIN number on her account. When signing the contract with us she listed their sales tax ID rather than the EIN. We clarified this for the merchant in July 2016 and issued a refund back to the account on file for... $150. We request the merchant fill out a legal chance form in order to update the EIN on the account. The customer never provided us with the updated information and decided cancel the account there after. We are reaching out to the merchant in order to refund the one final month of the $50 IRS invalid fee.

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below This is in reference to complaint # [redacted] After three times Cayan card services was unable to deposit money into my account saying that it was put into a different accountNow after my Revdex.com complaint they are saying the routing number was wrongI meet with the bank manager on Friday and she said the routing number is goodAll I want is my money, so they can mail me a checkOvernight would be bestI would be willing to pay for the fees for that or at a scheduled time I will be at my bank with the manager to wire the money to my accountPlease let me know what works best.Thank you Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] It seems like we have agreed to disagreeAs I mentioned beforeI called and spoke to someone on September to cancel my service, but was money was drawn monthly and yearly from my bank account without any communication with me and without the direct name of the company I received no email or mail statements regarding continuous billing of this service and have had no activity on this account for over years This is shady billing and I request a refund for all services billed since October Thank you Regards, [redacted]

Hi [redacted] , I apologize about your experience you’ve had so farWe don’t show a record of you calling in January to close out your account; however as a onetime courtesy we are willing to refund you the amount you were charged on 4/4/Please note this refund will come as a check and will be sent to the address that you filled out in this complaintWe have also sent you a separate no-reply email with instructions on how to close out your accountPlease complete the cancellation in order to avoid additional charges Best regards,

Hi ***,We have a signed application by you and the IP address for the computer location where the application was completed and signed and it appears that the address is yoursBeyond us welcoming you with the welcome email you referenced and acknowledged receiving; we also have a call from you on 8/20/with you acknowledging your account with us and asking us to go over the rates and fees.Regarding cancelling your account we also spoke to you on 12/11/explained over the phone that we would email you instructions on how to cancel your account and the account was never closed by youThat said, we are willing to refund you for a partial amount of $please expect to see a check sent in the mail to address you have listed.Best regards,

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below [redacted] has stated that she would get back to me as to why we are receiving the poor customer service after leaving messages over a month period and everytime the say they will call us back but never do [redacted] was supposed to have a solution to this problem for us Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Regards, [redacted]

RevDex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] . Please add your rejection comments below. Your response on 10/3"We sent out email communication last spring explaining thatJuly 2014 would be your last paper statement and that you are able to view yourstatements online at: https://portfoliomanager.cayan.com. That said I’d be happy to assist you with gaining access. Also regarding erroneousamounts being charged, can you please provide the months and amounts of discrepancy that add upto the $2000.00"I have gone to the link you provided and it asks for a user name and password. We have never used this, so therefor we have neither one to enter!I have asked you to send us the statements Beginning with January 2014 moving forward to the present. I'm not quite sure why you are not willing to provide us with these documents?Send us the statements to our [redacted] address or our email [redacted] . I'm really starting to get frustrated with your lack of cooperation! We received no statements from January 2014 to date ! ? Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Regards, [redacted] The account # is [redacted] digits are *** #It's a moot point regarding contacting Control Scan at this pointWe are done doing any business with Merchant Warehouse#Merchant Warehouse was advised along time ago, that our email had been changed.#We spoke to Control Scan many times and they ran their Scan and claimed it failed#We are a Customer of [redacted] , they are the ones that have a proprietary agreement with Merchant Warehouse to process Credit Cards I spoke with managers at Merchant Warehouse and they were suppose to correct the issue of the Control Scan failureMerchant Warehouse failed and neglected to correct the issueWe have absolutely no control of what happens after we swipe a customers credit card#In regard to incorrect debits to our bank account, the amounts of debited fees that have been charged compared to what the total charges debited for our bank account, are way beyond what would be discount fees for the individual transactions.#As I explained, we have received no statements showing where these charges exist from.#You need to send us statements from the time you stop sending them by ***, which occurred approximately at the beginning of I am not going to continue this message exchange any longer, until the necessary documents are in our possession so an accurate determination of what has been improperly debited can be determinedThat cannot be done just based on our bank statements alone [redacted]

Hello,Our sincerest apologies for this inconveniencePlease let me further research this and I will give you a call at pm Eastern Standard Time.Regards,

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below [I don't quite understand some of the accusations made by Mr [redacted] Our website is up and running I have visited it times today without issueIt is our website and the contact information there is oursYes it did take more than one try to get the cards runThe first attempt at each amount either our customer read a number wrong or I heard it wrong as he does have an accentThe fact that I am in California and he is on the East coast should have no more bearing on the matter than the fact I am in California and Cayan is in [redacted] I have after speaking with my customer refunded his moneyAt no time were we informed that we had a per sale limitIf a customer had walked up to us and order bows and accessories at a show we could easily have had a similar totalAs I have said we would not have signed up for this service if we had known we were going to be so severely limitedA nice custom bow for $is a fairly average type priceA leather quiver starts at around $and goes up if a person needs it to be broad head compatible With the limit they say we had we could not have sold a husband and wife each a set-upThe majority of our bows are custom built because a proper fit is necessarySo wait time is normalWith better known bowyers the wait-time is months to yearsWe call bull and a lack of knowledge at best ] Regards, [redacted]

Better Business... Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] . when you consistently waste my time and money, I tend to get upset. with all due respect maybe the issues is your director of operations? its one thing to be given incorrect information time and time again but when your supervisors and director of operations lie to me on a consistent basis, its really hard not to get upset. I could write pages on the issues ive had with you guys but its clear that it trickles down from your director of operations. I shouldn't have to waste my own time to find out why I had a chargeback because both cayan and the third party you use gave me incorrect information. what I find insulting is that one of your supervisors had the audacity to insinuate that I was making this up. I find it more insulting that the resolution was that you were going to pull the phone conversation when you had no intention of doing so and never did. just listen to the phone conversation I had with your director or operations on april 1st. I was told by one of your customer service reps that my service with you guys would end at the end of the day Saturday april, 1st. I specifically asked him if my service would stop effective april 1st at midnight. he said no. as it turns out my services stopped around noon that day. when I spoke to your director of operations, he actually blamed me and asked how I didn't understand what effective april 1st meant. again, I can write pages upon pages. what ive learned from dealing with your company is that theres no repercussions and sense of responsibility with your customer service reps all the way up to your director of operations. when I complain about your supervisors not only lying to me but accusing me of lying when they have no answers, your director of operations makes excuses for them and calls them 2 of his best people. if you don't want your customers getting upset, how about considering that my time is just as important as yours and I shouldn't have to waste hours and hours because you allow this to occur at your company. these are just the latest examples. ive had so many issues with you guys. I don't like wasting my time nor do I call in upset unless you guys go out of your way to lie to me and make me have to call again and again because the culture at cayan is to simply lie to your customers because theres no repercussions. Regards, [redacted] ***

Unfortunately we have to disagree with the customer's take on our series of interactionsCayan did everything in our power to assist the customerWe chose to terminate the contact with this customer so there are no additional issues left to resolve on this account