Fort Hill Assoc LLC

Dear Officers,We would like to disagree with the complaint and can provide additional information[redacted] (and her Executive Assistant [redacted] ***) purchased the following services from [redacted] on 2015-12-**:Template *** -$ [redacted] year package at InMotion hosting - $47Ready to use web site service - $299Add [redacted] feeds - $49Add [redacted] feeds - $49Add [redacted] feeds - $49Move social Icons to the top of the header - $19Total with a discount - $565On the same day 2015-12- [redacted] at 10:46:EST we contacted the Customer and requested to provide content and details for project completionReady-to-Use website service implies that premium template of customer’s choice is customized with his logo, colors, content (up to pages without additional programming), set contact form and, finally, is installed on customer’s domain.The Customer contacted us with the details and instructions only on March, **, though previously uploaded the files through her personal account with us on March, **The project was sent to productionPlease, see the screenshot [redacted] The content was not provided in full volume (not for all website pages) – the Customer provided gallery images on March, [redacted] and answered our question regarding the social media feeds integration ( [redacted] , [redacted] , Twitter) only on March, ** Changing content is a time-consuming work, as we care a lot about quality and full functionality of the resultWe also have a queue of projects, so submitting content does not mean getting the result the same dayThese are strict rules and internal procedures that we are instructed and obliged to followThe project was delivered on Friday, March [redacted] and the Customer was notified by email: please, see the screenshot [redacted] Customer contacted us back the same day and requested the updates that concerned: logo size and adding absolutely different images to Gallery page, even though at that moment there were added the images that had been provided by Customer along with initial instructionsSo, Customer changed her mind about the design after the project deliveryCustomer requested the updates to be completed the same day, though these were extra modifications different from initial instructions provided to us The website [redacted] was live on Friday, March **, as promised and agreedThe request for updates concerned the changes which were not initially discussed (make logo bigger and etc) - the design changes were approved by Customer on the design stage, including certain pictures that had to be added to GallerySo that request for updates could be considered as a change of mind after the project delivery, despite that fact, we did our best to speed up the process of finishing updatesOur programmer completed the task for extra updates on ***around 14:EST [redacted] After the project completion Customer decided to cancel the whole order, and informed us about filing the complaint to the Attorney General’s office in NY and Florida and with the Revdex.comCustomer was introduced to our policies and terms of useWe duplicate paragraphs from the email:“Please let me clarify our terms of useWe are selling intangible products and services protected by copyright and product license covers original and customized design, licensed content and proprietary scripts used in a template or its derivatives and upon cancelling an order, product license is revoked automatically according to agreements with copyright holdersIn other words you need to have a valid order and license for the customized template and services in order to be able to use it.Receiving full chargeback means that you are not authorized to use original or modified template files, you should realize that violation of the above mentioned is a subject to a legal prosecution and investigation.Currently, the website is live at [redacted] If you claim your money back, you'll automatically lose the right to use the product.” The customer was offered to find an amicable solution: accepting the result and staying with the template license, and getting partial refund as compensation from our company for moral damage, as Customer was unsatisfied with the communication level that she experiencedWe offered issuing partial refund, even though having delivered the result, we bore reputational loss because of the actions taken against us.Customer rejected our offer in her email dated March, [redacted] – she decided not to use the result of our work, and just stay with original template license (not customized template) and InMotion hostingCustomer signed the Waiver of Copyright on March, [redacted] and agreed to comply with the terms of waiver in the shortest possible termsPlease, see the screenshot of a signed Waiver document: [redacted] On March, [redacted] at 12:EST we issued the refund for customization services: $Since that day we have not heard from Customer, though she was sent emails as a reminders to comply with Waiver terms and delete the result, as the refund was issued per mutual agreementAs you can see, the result of our work is still live at [redacted] , that violates our copyright policy and agreements reached in communicationThe Customer is aware of the fact this violation is a subject to a legal prosecution and investigationBut our emails dated April [redacted] and [redacted] were left unanswered and the customized result of our work has not been deleted and is currently being used on Customer’s serverWe would really appreciate if you could check this information and make a fair decision in regards to the caseWe are ready to provide all additional information that might be requested for further investigationBest regards, [redacted] Customer Care Department

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolvedA senior care representative from Template Tuning was in touch last week and assured me that my
case was being reviewed and that they "...are planning some major improvements to our processes to prevent similar issues from happening again." They have refunded my money in full, including the cost of the template even though I didn't seek reimbursement for that productI am glad that Template Tuning took responsibility and resolved this issue in favor of me, the customer
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolvedA senior care representative from Template Tuning was in touch last week and assured me that my
case was being reviewed and that they "...are planning some major improvements to our processes to prevent similar issues from happening again." They have refunded my money in full, including the cost of the template even though I didn't seek reimbursement for that productI am glad that Template Tuning took responsibility and resolved this issue in favor of me, the customer
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Dear Officers,We would like to disagree with the complaint and can provide additional information.[redacted] (and her Executive Assistant [redacted]) purchased the following services from [redacted] on 2015-12-**:Template [redacted]  -$75...

[redacted] 1 year package at InMotion hosting - $47Ready to use web site service - $299Add [redacted] feeds - $49Add [redacted] feeds - $49Add [redacted] feeds - $49Move social Icons to the top of the header - $19Total with a discount - $565On the same day 2015-12-** at 10:46:18 EST we contacted the Customer and requested to provide content and details for project completion. Ready-to-Use website service implies that premium template of customer’s choice is customized with his logo, colors, content (up to 6 pages without additional programming), set contact form and, finally, is installed on customer’s domain.The Customer contacted us with the details and instructions only on March, **, though previously uploaded the files through her personal account with us on March, **. The project was sent to production. Please, see the screenshot. [redacted] The content was not provided in full volume (not for all website pages) – the Customer  provided gallery images on March, ** and answered our question regarding the social media feeds integration ([redacted], [redacted], Twitter) only on March, **.  Changing content is a time-consuming work, as we care a lot about quality and full functionality of the result. We also have a queue of projects, so submitting content does not mean getting the result the same day. These are strict rules and internal procedures that we are instructed and obliged to follow. The project was delivered on Friday, March ** and the Customer was notified by email: please, see the screenshot [redacted]  Customer contacted us back the same day and requested the updates that concerned:  logo size and adding absolutely different images to Gallery page, even though at that moment there were added the images that had been provided by Customer along with initial instructions. So, Customer changed her mind about the design after the project delivery. Customer requested the updates to be completed the same day, though these were extra modifications different from initial instructions provided to us.  The website [redacted] was live on Friday, March **, as promised and agreed. The request for updates concerned the changes which were not initially discussed (make logo bigger and etc) - the design changes were approved by Customer on the design stage, including certain pictures that had to be added to Gallery. So that request for updates could be considered as a change of mind after the project delivery, despite that fact, we did our best to speed up the process of finishing updates. Our programmer completed the task for extra updates on [redacted]03.2016 around 14:27 EST [redacted] After the project completion Customer decided to cancel the whole order, and informed us about filing the complaint to the Attorney General’s office in NY and Florida and with the Revdex.com. Customer was introduced to our policies and terms of use. We duplicate paragraphs from the email:“Please let me clarify our terms of use. We are selling intangible products and services protected by copyright and product license covers original and customized design, licensed content and proprietary scripts used in a template or its derivatives and upon cancelling an order, product license is revoked automatically according to agreements with copyright holders. In other words you need to have a valid order and license for the customized template and services in order to be able to use it.Receiving full chargeback means that you are not authorized to use original or modified template files, you should realize that violation of the above mentioned is a subject to a legal prosecution and investigation.Currently, the website is live at [redacted] If you claim your money back, you'll automatically lose the right to use the product.” The customer was offered to find an amicable solution: accepting the result and staying with the template license, and getting partial refund as compensation from our company for moral damage, as Customer was unsatisfied with the communication level that she experienced. We offered issuing partial refund, even though having delivered the result, we bore reputational loss because of the actions taken against us.Customer rejected our offer in her email dated March, ** – she decided not to use the result of our work, and just stay with original template license (not customized template) and InMotion hosting. Customer signed the Waiver of Copyright on March, ** and agreed to comply with the terms of waiver in the shortest possible terms. Please, see the screenshot of a signed Waiver document: [redacted] On March, ** at 12:16 EST we issued the refund for customization services:  $443. Since that day we have not heard from Customer, though she was sent 2 emails as a reminders to comply with Waiver terms and delete the result, as the refund was issued per mutual agreement. As you can see, the result of our work is still live at [redacted], that violates our copyright policy and agreements reached in communication. The Customer is aware of the fact this violation is a subject to a legal prosecution and investigation. But our emails dated April * and * were left unanswered and the customized result of our work has not been deleted and is currently being used on Customer’s server. We would really appreciate if you could check this information and make a fair decision in regards to the case. We are ready to provide all additional information that might be requested for further investigation. Best regards, [redacted]Customer Care Department