Certainty Home Loans, LLC

To Whom It May Concern, We received three emails from *** requesting assistance and a refund starting on 11/15/We responded to him on 11/18/so within business daysWe explained in our email that our offices had been closed due to meetings and that we had just reopened and wanted to
immediately address his concernsWe stated that we do not have any employees named *** *** ** *** *** that he spoke with was not affiliated with PDF CompleteWe also do not currently offer chat supportWe immediately processed *** request for a refund for one of his licenses as his email indicated he was charged twice which implied he wanted to keep one of the licensesWe noted that he was not charged twice but in fact purchase the software twiceWe have since refunded the second purchase as wellWe explained that he should see the funds in his account in the next 3-business daysWe offer a day satisfaction guaranteeWe explained that from his description, it sounded like he received documents from a 3rd party that were created by a demo or expired trial version of our PDF Complete softwareThose documents have a watermark embedded in them to alert the creator that they need to purchase valid licenses of PDF creation softwareWe explained that *** could contact the document's creator to request that they recreate the document with a purchased version of our software or another company's softwareWe apologized for any inconvenience that *** experienced and offered to remove the expiration watermark as a courtesy to him as long as it did not contain confidential informationWe provided him instructions on how to request to have the watermarks removedWe have an entire page dedicated to assisting customers who receive documents with watermarks available on our websitehttp://www.pdfcomplete.com/cms/Default.aspx?TabId=We asked *** to let us know how we can further assist him and have not received any response from himPlease let us know if you hear from *** on how we can further assist himThank you, Jennifer Z*** PDF Complete Inc | www.pdfcomplete.com x direct | ***

Revdex.com:
This letter is to inform you that PDF Complete has carried out to my satisfaction the resolution it proposed for my complaint, filed on 11/18/2016 and assigned ID [redacted].
Regards,[redacted]

Hello [redacted] and Revdex.com,
Thank you for contacting PDF Complete. Our goal is for you to be Happy Customers!
[redacted], I understand from your message that you downloaded a trial version of our PDF Complete Corporate Edition software and that it started placing watermarks on your PDF documents. Our Demo...

version of the software states that this will happen. “Please note that as a demo version, this free software package includes only the basic feature set, and will place a logo watermark on each pdf page created with the demo product”. On our Logo Watermark Help page, we explain “Once you’ve successfully purchased, downloaded, installed and activated PDF Complete Corporate Edition, no watermarks will be placed on documents you create. Note: You will have to re-create any existing PDF documents (from the source documents) to produce new non-watermarked versions.”
If you would like to uninstall the demo version of the software, instructions are provided online in our Knowledge base and are listed under the most popular articles. We currently provide uninstall directions for Windows XP and Windows 2003, Windows Vista, Windows 7, and Windows 8. We do not provide instructions for Apple users as our software is not compatible with their operating systems. There is also an article referencing this in our knowledge base.
I have included some screenshots of our support page which shows our PDF Watermark Help link, the Contact Support link, and our Knowledgebase / FAQ page. I have also included other relevant screenshots.
I understand from your message that our software is placing a watermark on PDF documents that were not created with the demo software. Our software is not designed to apply watermarks to documents that were not created with the software. We would be happy to investigate that issue for you.
I searched our ticketing system, and did not find any requests submitted and we have not received a call or voicemail from you. Our offices were closed for the Thanksgiving holiday so that our employees can enjoy that time with their families. Our office closed at 5pm CST Wednesday 11/25/2015 and resumed normal business hours on 8am CST Monday 11/30/2015. On Monday, our Support Team replied to all ticket requests for assistance that had been submitted during the Thanksgiving break and returned all voicemails that were received.
I apologize that you experienced issues with our software. You can submit a support ticket at any time for assistance either through our website or by emailing [redacted] You can also contact us at [redacted] between 8am and 5pm CST Monday through Friday or leave a voicemail at anytime.
Please let us know if there were any concerns that we did not address or if there is anything else with which we can assist you.
Thank you,
Jennifer
PDF Complete Inc | www[redacted]
[redacted] A copy of this letter with the attached file will also be sent to the customer's email address [redacted]