Custom Papers LLC

Initial Business Response /* (1000, 5, 2015/08/14) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@custompapers.com
To: [redacted], The [redacted] University
From: Custom Papers LLC
Hello,
We offered the customer a free revision...

several times, but she continuously refused and then ended up getting $300 refunded. Now that she comes back and wants a revision that will include new work. It was made clear to her before that new work would require a fee. She chose the partial refund instead of the free revision.
We have tried very hard to work with her and she is unreasonable. She paid $812 and was refunded $300.
Below is an email we sent to her today.
We'd like to resolve it but we cannot be manipulated in the process.
Hello [redacted],
You did receive a partial ($300) refund for XXXXX instead of accepting the offer for free revisions. Any revisions made at this time will incur a fee and a new writer. Should you wish to proceed, you will be working with a different writer. The new quote includes the following:
I am offering 15 pages worth of writing/editing, that would include:
- Adding a clear result section with graphs/tables representing research outcomes;
- Proofreading of the major mistakes (spelling & logical);
- Checking and fixing formatting;
- If you supply me with original instructions file, I will add missing parts (abstract/ table of contents, etc.).
I would however ask for a deadline extension till August 23.
Regards,
Custom Papers LLC
Initial Consumer Rebuttal /* (3000, 7, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Custom Papers,
I have been very understanding from the beginning and definitely do not consider my request to refund my money for work that has not been done on time and on the level I paid for to be unreasonable.
As soon as your writer stopped replying to my e-mail and failed to meet my deadline I told her and your representative that I will not need the paper ay more. However I was still sent the poorly written work and when I asked for a bigger refund I was told that it is impossible since the writer needs to be paid and otherwise this paper might end up online. I'm sorry but it;s not my problem that both the buyer and the writer need to be paid. When we agreed on partial refund I was told by [redacted] (who was very helpful throughout) that whenever I need revision I am free to contact you and not a single time I was given a choice between a refund and a revision. The way Cheri put it was that I get both, otherwise I would have never agreed for such a small refund. I paid over 800 dollars and I got only 300 back for work which was late and not written properly, how is that fair? And then I contact you to ask for a free revision and get a quote of 600 dollars to revise the same work that one of your writers has done not so well before?
Thus I still believe that I should get a full refund.

I do believe that Custom papers are a good company and I hope we can resolve this.