Floor Pro Network Inc

Mr. [redacted] and I had a lengthy conversation regarding his file and the communication break down as he cited in his complaint. I (Gene G) have been in constant contact with the client and have assisted him with his case. To date all items that we were contracted to work on for Mr. [redacted] have been...

resolved with the exception of (1) and he was satisfied with our progress. I am going to continue my efforts with Mr. [redacted] to resolve his last item, and then he will be a graduate of our credit repair program. My last conversation occurred on 4/12/16 and he is aware I am responding to this complaint and we are on the same page.

After reviewing Mr. [redacted]s file I see that the request to cancel was made by the client in March of 2016.When trying to follow up with client and resolve the issue we were unsuccessful because the phone number on file was not in service.The Request to cancel was submitted but never transmitted in...

error.We take full responsibility. Clients payments were Only $39 monthly.We will be refunding $351.00 which is the total amount client was billed over the last 9 months.The refund was processed on 12/8. Please allow 7-10 business for funds to be returned.

The Above Client signed a contract and also verbally agreed to be on our pay for results program.This program, charged $50-$75 per deletion, only after we were successful with getting something deleted.Apart of this programs guidelines was that the client maintains a valid credit monitoring service,...

or would be switched to our monthly unlimited program.After a few months clients credit monitoring was invalid. despite the verbal and physical agreement she signed she neglected to update that information, or check the numerous emails we sent to notify her that her program would be switched. Her reasoning is she doesn't believe in "new age technology".In short we are going to refund the $300 requested and keep the business relationship closed.Despite our efforts to assist in her credit repair, consulting client on numerous occasions, and contacting via email. She refused to comply.

Dear Revdex.com,The Credit Pros fulfilled their responses, provided the appropriate refund and cancelation confirmation. Thank you. Please close this ticket.[redacted]

Spoke with [redacted] on 1/20 about her not being happy and wanting to stop the process. I submitted request to cancel service for both her and her husband following a conversation where [redacted] stated she would do whatever was necessary to get a refund. [redacted] even stated she would stop posting...

on websites if she got hers and her husbands money returned. I happily submitted the request for cancellation to my billing manager and made her aware funds had to be returned to the card they were drawn from even if the card was closed with her bank and they would have to issue her a check or apply it back to the card. This process of return can take anywhere from 48 hours to up to 14 days depending on the clients financial institution. The Credit Pros can't dictate how quickly they should apply a credit once it leaves our merchant processors. Our client's are not hassled about deciding not to partake in our services. A copy of the merchant credit will be emailed back to the client, and posted with the Revdex.com next business day, Monday February 1st. We appreciate feedback about our service that is constructive and look to keep improving our relationships thusly.Kindest Regards,[redacted]Client Success

(Note to Revdex.com. We acted upon Ms. M[redacted] request to refund monies when she called the morning of 3/17, It is my understanding that if we respond immediately to the client and resolve her concerns right away that this is not a basis for a complaint) Ms. M[redacted] called our office at 10:17am on...

March 17, 2016. She spoke with our Client Success Team regarding having cancelled her file two months prior. Our records indicated no previous requests for cancellation of her file and to discontinue our services. We searched our call logs and email logs as well as the client portal and informed Ms. M[redacted] we had no previous knowledge of her wanting to discontinue. We complied with her request to return 2 payments of $99.00 on 3/17 and attached are those transaction receipts. I am confused why a complaint was filed if we agreed to rectify the issue when she phoned The Credit Pros and we resolved her concerns after her call. I am assuming this is a clear case of misunderstanding and do hope this will resolve her concerns since they were already addressed. The Credit Pros wishes Ms. M[redacted] the greatest success moving forward on her future endeavors.

The Above clients name is [redacted].Client simply could not afford services. Client called and cancelled for that reason.Client was refunded on 3/14 in the amount of $179

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]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. Regards, [redacted]

Client was billed in error and we returned the funds prior to complaint being filed. A copy of the return receipt was sent to the client to confirm that they had received funds back into their account. Thank you,[redacted]Client Relationship ManagerThe Credit Pros

Client's payment was refunded to card today.-------------------------------------   General Information  -------------------------------------   Merchant Account: The Credit Pros Int'l Corp   Date/Time : 02/19/2015 6:26:58 PM EST     ...

-------------------------------------   Transaction Information  -------------------------------------   Description : Package:  Transaction Amount : $-149.00   Transaction ID : [redacted]   Authorization Code : [redacted]   Transaction Type : Card Refund   Response : APPROVED     -------------------------------------   Customer Billing Information   -------------------------------------   First Name : [redacted]   Last Name : [redacted]   Address : [redacted]   City : [redacted]    State : **   Zip Code : [redacted]   Country :    Phone : ###-###-####  Email : [redacted]      -------------------------------------   Customer Shipping Information   -------------------------------------   First Name :    Last Name :    Address :    City :    State :    Zip Code :    Country :    Please let me know if there is anything further I can do. I am happy to help. I have emailed Client the copy of the refund receipt as well.[redacted]###-###-####

Regarding the above clients complaint. I had a chance to review calls and interactions he has had with our company.We did agree to break the payment up into 2 payments, the 1st one being $35 and the 2nd being $144 nearly 2 weeks apart, totaling $179.He electronically signed, agreed, and even had a...

"plan of action" consultation with one of our reps here.We began disputing immediately after the 2nd payment was taken on 7/14.Meaning work has been done, and he should be getting correspondence back from the credit bureaus.This client is not entitled to a refund. However @ this request we will cancel and there will be no further billing. Thank you.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
Regards,
[redacted]

Mr. [redacted] phoned our services to enroll in our program in 4/15/16 he was unable to pay our full enrollment so he paid a portion of the enrollment and knew that he was responsible for paying the rest of a specified date. Mr. [redacted] called us back after the payment he set up to finish off...

his enrollment did not process and asked us to move the payment to a future day to continue when this payment failed his account was temporarily closed/until the balance of what he owed was paid. He understood and told the agent he was still in school and had looming debt over him. We were happy to make a payment plan with him he did not want it. During the course of the same day he called to speak with another coach and they too told him he was responsible for any work completed up until the day he cancelled and offered if we let him go, not only would he be happy but would refer friends and family when he returned and was pleased for the work we had done. I listened to 3 conversations on separate occasions and from the first call he made into the office through the last call he mentioned he was a student so we were of his financial obstacles and could not turn someone away if they request our help even if we have a suspicion they may decide to cancel in a month after beginning we treat everyone the same. When I read the complaint he brought to light that he was a disabled student as well not that this would factor into our fair treatment of his case however [redacted] never mentioned wanting to cancell when he spoke with the coaches. Mr [redacted] would not qualify for a refund based on the fact he had more work done than he even paid for in the first place. He was also told that we would process any paperwork the bureaus mailed to him to assist him.

Complaint: [redacted]
I am rejecting this response because: It is totally false and I have been scammed by this company.
Regards,
[redacted]

The above client signed up for credit repair services with us 4/20/16.This client at the time enrolled in our Monthly Program,(signed our service agreement which outlines the program)which states he is billed $99 monthly for unlimited deletions.This was explained fully, and the client called his...

credit card company to dispute the charge,resulting in a charge-back where we decided to close his file.Mr. [redacted] is not entitled to a refund. He has not been a client since September of 2016.We The Credit Pros, along with his back agreed the charges were valid.

Ms. [redacted] accepted all refunds to her account, and did not reject the return of funds. Ms. [redacted] also requested that she receive an emailed response of cancellation and on 9/21 the following email was sent and worded thusly because she wanted me to definitively state her account was closed and this cancellation was final. I was not able to login in under the link it had expired hence this email response.   I did reach out once again today to Ms. [redacted] asking if she needed anything further and letting her know I am finalizing on our end.   10/13/15: Email Sent (see below) No response was received   [redacted],   After our last conversation and refund this email was sent to you on the 21st regarding you needed proof that you were cancelled from the service, yet on the 22nd you wrote to them this response was unacceptable because you were not cancelled, would I be correct in assuming you hadn’t seen this email from the day prior? I just need to close this out, and if you need something more that you have been cancelled please tell me so I can move forward with my response and not need an arbitrator especially since we issued refunds and had resolution.   I don’t want to send them this email until I know you are fully aware prior to submission.   Gene   From: geneg Sent: Monday, September 21, 2015 5:34 PM To: '[redacted]' <[redacted]> Cc: Ray T <[redacted]>; Tavier N ([redacted]) <[redacted]> Subject: RE: Bank Proofs of Payment to The credit pros   You are 100% undoubtedly cancelled from our program.   From: [redacted] [mailto:[redacted]] Sent: Thursday, September 24, 2015 8:11 AM To: geneg Cc: Ray T; Tavier N Subject: RE: Bank Proofs of Payment to The credit pros   Hi Gene, I am confirming receipt of refunds for 4 months per the bank as of this morning. I still do not see a resolution for the $149 sign up fee that I was wrongfully charged.  Can you kindly provide me with a status? Best, [redacted]     Gene G Director, Client Success Team Certified FICO Expert. [redacted] Direct Line [redacted] Direct Fax www.thecreditpros.com Access Live Chat by visiting the creditpros.com and clicking on Contact Us.