Elite IT Partners, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We are sorry to hear that the customer feels they had a negative experience with our company, as that is never our intent. The customer submitted a request for help to us on 7/12/2016, and one of our representatives reached out to her. She agreed to the one time fix charge of $199.99, as well as the...

terms and conditions presented to her. All of the requested work was completed. The next day the customer's husband called in demanding a refund, and spoke with several customer service reps, as well as myself, the customer service manager. We all explained to him that, as all of the work had been completed, and she had agreed to the charge, that they were not entitled to a refund. Unfortunately this was unacceptable to the customer and her husband, and he continued to tell us that he felt that we were a scam and had taken advantage of his wife, which we assured him was not the case. Despite our best efforts, we were not able to resolve their frustrations, however, because we did do the contracted work, there is no refund eligible for this account. Kat P[redacted]Customer Service Manager

This customer has already initiated chargeback with her bank, therefore we are requesting that this complaint be removed. Also, we have already refunded 2 of her 3 transactions. I have attached a copy of the correspondence we received from her card company.

While we regret that the customer has been unhappy with our service, as that is never our intention, there are inconsistencies in this statement we feel need to be addressed. The customer states she was presented a 90-day policy to receive her money back, however that is absolutely not the case. We...

inform all of our customers that payment received is for time and services rendered, and we have no policy with a timeline in which a customer may receive their money back. Also, as to a technician getting on the customer's computer and deleting everything, including emailed receipts, emails should not be affected by a technicians work, as emails are contained on a server, not a computer. The customer did call in and speak with a representative of our company with a bank representative on the line, however, this call merely addressed her request for a refund, which she was told she is not eligible for. There was no mention of cancelling out her contract, which still remains active.We did speak with the customer and advised her we are willing to get her account cancelled and we would waive the yearly fee she currently has due, but that in order to do that, we must connect to the computer to ensure our programs are not on the system. She refused this, and therefore we were unable to complete the cancellation. We are still willing to do this for the customer, and she may call in and allow us to do this any time, and we will ensure her account is cancelled out.