Complete College Solutions, Incorporated

February 28,
Dear **& ***:
I was very sorry to hear of your dissatisfaction with our services by way of your complaint to the Revdex.comUnfortunately, *** did not see the email request to which you refer in your email sooner,
otherwise your refund request would have been processed much sooner
In the vast majority of cases we find that our clients are very happy with the planning, guidance and forms completion services we offerUnfortunately this was not the case for your family
As is our policy when receiving a refund request or any kind of complaint we conduct an internal inquiry to attempt to determine where things may have gone wrongIt appears that your family did make use of the guidance services provided via your counselor, *** *** and that you did receive and review our various emails regarding financial aid alerts and procedures for having us complete the requisite paperworkUnfortunately it does not appear that you chose to avail yourselves of our financial aid forms completion and negotiation services; however, that is your choice
I am not sure where things went wrong, but as stated in our contract we do promise you will be satisfied with our services and a promise is a promise
As such we have enclosed a refund in the amount of $The full details of your refund are outlined in the enclosed itemization and is in accordance with the terms and conditions of your contract, a copy of which is enclosed herewithYou will note that in the interest of good will we have waived the pro-rata refund deductionThis provides you with a larger refund than would normally be granted in these circumstances
Please know that *** will retain full access to her online *** Guidance Portfolio until and she is welcome to make use of any of the tools available to her via that portal
Again, on behalf of everyone at Complete College Solutions, Incplease accept my sincerest apologies for not living up to your expectations
Sincerely,

Review: We are seeking a refund from Complete College Solutions citing their "Satisfaction Guaranteed" policy which is detailed on their internet website and in their contract. We are definitely not satisfied with their product/services. Attempts to contact them via e-mail(January 23/followup January 28,2014) and certified mail ( February 6,2014)

have not yielded a response from them. No one from CCS has attempted to contact us. In addition, the person assigned to our account has not answered our questions, incorrectly answered them, and has called our daughter by the incorrect name. We have reached out to them but they seem to be ignoring our request.Desired Settlement: We just want a refund.

Business

Response:

February 28, 2014

Dear **. & [redacted]. [redacted]:

I was very sorry to hear of your dissatisfaction with our services by way of your complaint to the Revdex.com. Unfortunately, **. [redacted] did not see the email request to which you refer in your email sooner, otherwise your refund request would have been processed much sooner.

In the vast majority of cases we find that our clients are very happy with the planning, guidance and forms completion services we offer. Unfortunately this was not the case for your family.

As is our policy when receiving a refund request or any kind of complaint we conduct an internal inquiry to attempt to determine where things may have gone wrong. It appears that your family did make use of the guidance services provided via your counselor, [redacted] and that you did receive and review our various emails regarding financial aid alerts and procedures for having us complete the requisite paperwork. Unfortunately it does not appear that you chose to avail yourselves of our financial aid forms completion and negotiation services; however, that is your choice.

I am not sure where things went wrong, but as stated in our contract we do promise you will be satisfied with our services and a promise is a promise.

As such we have enclosed a refund in the amount of $510. The full details of your refund are outlined in the enclosed itemization and is in accordance with the terms and conditions of your contract, a copy of which is enclosed herewith. You will note that in the interest of good will we have waived the pro-rata refund deduction. This provides you with a larger refund than would normally be granted in these circumstances.

Please know that [redacted] will retain full access to her online [redacted] Guidance Portfolio until 2018 and she is welcome to make use of any of the tools available to her via that portal.

Again, on behalf of everyone at Complete College Solutions, Inc. please accept my sincerest apologies for not living up to your expectations.

Sincerely,