Eric W. Guirguis, DDS MSD

Initial Business Response /* (1000, 5, 2018/03/19) */
I've responded to this client numerous times, this was not a deposit he paid, he purchased a set amount of hours at a reduced rate to use for their service and had been doing this for numerous years. When the hours are gone the client had the...

opportunity to purchase more hours, which he did numerous times, we never forced him to purchase these hours, it was his choice. It was never a deposit. I have copies of the invoices showing how many hours he purchased and how often he did. We are more than willing to give him the service to use up these hours but he insist that he is now on the cloud and will not need help, this is not true, he still has computers that he may need help with. We are truly sorry that he feels this way, as we have always valued his business and the work he does in our area. But it was his choice to purchase these hours, we can do clean and tunes for him to use these hours or many other services.
Initial Consumer Rebuttal /* (3000, 7, 2018/03/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am truly mystified as to why this company feels that it is right to keep the money for a service that they have not provided and will not be required to provide.
This is a plain transaction whereby we gave them a certain amount of money and in exchange they provided services that were charged against this money. At this time we no longer require or want their services and are requesting that this company do the right thing and any unused money be returned.
They seem to believe that by them calling this a "purchase" (their name) it gives them the right to keep any balance. Clearly there are no logical or legal basis for this and thus we require that this money be returned with immediate effect.
Final Consumer Response /* (4200, 11, 2018/03/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not yet have my money returned. I looks that this company is going to miss an opportunity to improve their business practices.
Many thanks.
Final Business Response /* (4000, 13, 2018/03/28) */
The customer purchased a service contract of a certain amount of hours at a reduced cost again their choice to purchase it each time they ran out of hours. They get a reduced cost because they are purchasing a block of hours. When the hours are gone the service contract is finished unless they want to purchase more hours, which is what they choose to do. This is not a refundable service contract as then how could we give a reduced cost to them, it is based on purchasing a block of time so they can get a reduced cost. Not sure how many ways to say this. We value them as a client but don't know how to explain this any other way to them. Its like I purchase a service contract on my stove and later say I don't want to use the stove any longer so I don't need the service contract for the remaining period that I purchased, would Sears refund me, no. They are saying they are on the cloud so they don't want the contract any more, same thing. They purchased a service contract and we are more than willing to give them that service.