Home Instead Senior Care

Complaint: ***
From: *** ***Date: Wed, Dec 20, at 11:AMSubject: Case #***To: *** ***>I am rejecting the company's response because on Friday December 15th at around 3pm, I received a call from an *** from Venus *** *** that had to let go to voicemail because I was drivingUpon listening to my voicemail, *** started off by saying that I had late fees on my account that she refunded and that she also refunded the orders that were incorrect as well as the shipping charges totalling $She said that if I had any questions that I could call her and she left her number and extentionI never missed a payment as a Venus customer as I wasn't surw where she got her information so that angered me even moreI tried calling her back around 3:pm and it went to voicemail and she never returned my call which showed poor customer service on Venus's partNow, after reading the company's response they say they cannot see my *** *** account information. Based on their response and ***'s voicemail I believe someone in the company is not being truthful and avoiding providing exceptional customer service to keep me as a Venus customer. If Venus is not able to see my *** *** information, how would *** have any idea about late fees...which don't even exist on my account?
Regards,
*** ***

September 25, Thanks for allowing us to respond to Ms***’s concernsIt is our goal to resolve customer concerns quickly and to everyone’s satisfactionMs*** communicated that she received the wrong tankini top multiple times and has not been fully refunded for each itemShe also
expressed her dissatisfaction with our Customer Service DepartmentWe are very sorry about Ms***’s recent experience with our companyWe itemized all orders and credits belowAccording to our records, Ms*** most recently returned the bandeau top from order# ***As Ms*** communicated, we used one of the $complimentary gift cards as method of payment and charged the balance of $to her credit cardWe issued a full refund of $($on 9/& $on 9/15) to her credit cardThe item from order# *** was a free replacementWe restocked the item because there was no chargeThe only remaining charge for a bandeau top that has not yet been reimbursed is from order# ***We processed the order on 8/after Ms*** first contacted us because she received the wrong itemWe issued a full refund of $today and hope she accepts the free swim top and our sincere apology for all the problems with her recent ordersMs*** also has a total of $in complimentary Venus gift cards available to use on future ordersC-*** 09/15/17 0.00 -6.95 0.00 0.00 -6.95 -6.95 (refund for $return label) C-*** 09/14/17 -26.99 0.00 0.00 6.95 -20.04 -(refund for order#***) C-*** 09/13/17 -26.99 0.00 0.00 26.99 0.00 (restocked item/order***) *** 08/24/17 26.99 0.00 -25.00 1.99 (used x $gift card/ paid $Also sent a $Venus gift card) *** 08/23/17 26.99 0.00 -26.99 0.00 0.00 (new item/ no charge & issued a $Venus gift card) *** 08/18/17 0.00 0.00 0.00 0.00 0.00 0.00 (processed free return label & $complimentary Venus gift card) C-*** 08/18/17 - -4.95 0.00 0.00 -34.91 -34.91(refund for order#***) *** 08/16/17 43.98 0.00 0.00 -4.30 39.68 39.68 (order for *** & ***) *** 08/10/17 29.69 4.95 0.00 0.00 34.64 34.64 (order ***) We can certainly understand how frustrating and disappointing Ms***’s recent experience with our company has beenThanks again for allowing us to work on resolving Ms***’s concernsThe credit of $should post to Ms***’s credit card account within 2-business days from today We value Ms***’s business and hope this resolution is satisfactory

October 20, Thank you for giving us the opportunity to respond to Ms***’s concernWe strive to resolve customer concerns quickly and to the satisfaction of our customersMs*** communicated that we sent her a wrong dress for an order she placed with us in MarchWe mailed
another dress to her after she contacted us about the errorShe further communicated that the replacement order was incorrect as well and that she returned both dresses to usMs*** is concerned that her account has been turned over to a collection agency and that her credit score has droppedShe wants us to remove all charges, stop collection efforts, and remove the collection from her credit reportWe have reviewed Ms***’s order historyShe placed an order on 3/3/The order was for item ***, which is a sweater dressShe received *** (gold detailed long dress)We placed another order for the sweater dress on 3/when Ms*** contacted us about the errorThere was no charge for the second dressWe also included a merchandise return label, which Ms*** used to return the gold detailed long dress to usAs of this date, we have no record of receiving the replacement sweater dress or a second returnThe total charge for the order was $($for the item and $shipping/handling)Ms*** charged $to her Venus Credit CardWe have decided to refund $back to Ms***’s Venus Credit Card to assist with resolutionThe refund will be processed no later than 10/Our private label Venus Credit Card is issued and serviced by *** ***We do not have access to Ms***’s credit card account, but have forwarded Ms***’s concern to *** *** for reviewThe web address to *** *** is ***The mailing address is: *** ***, ** *** *** *** *** ** ***The member service phone# is ***Thanks again for allowing us to respond to Ms***’s concerns

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.
Regards,
*** ***

November 14, We appreciate the opportunity to respond to Ms***’s concernWe strive to resolve customer concerns quickly and to the satisfaction of our customersMs*** stated that she did not receive the $promotional gift card that was part of the offer for her most
recent orderShe communicated that she received a message that the “offer code was successfully updated” when she entered the code onlineMs*** further communicated that our customer service representative didn’t assist her and instead told her that “the offer code had expired and there is nothing we could do.” We are so sorry about Ms***’s experienceWe reviewed the details of the promotional offerThe offer code included the $gift card for orders of $or above Ms*** is referring toThat offer was valid through 10/The same offer also included free shipping on orders of $or more, which was active when Ms*** placed her orderMs*** received the message that the offer code was successfully updated because the free shipping offer was validWe certainly understand how disappointing it was to receive the order without the gift card Ms*** expectedWe would also like to apologize that this wasn’t resolved when Ms*** contacted our Customer Care DepartmentWe issued the $promotional gift card todayMs*** should receive the gift card within business days from todayWe apologize for any inconvenience and hope this resolution is satisfactory

December 27, Thank you for giving us the opportunity to respond to Ms***’s concernIt is our goal to resolve all concerns quickly and to everyone’s satisfactionMs*** communicated that she placed an order with us on 12/1/16, but had not received the items as of 12/She
communicated that our customer service representatives kept telling her that the package will arrive on TuesdayMs*** is asking for a shipping refund of $We are so sorry about Ms***’s experienceWe are not sure what caused the initial delayWe show that the package was shipped on 12/2/16, but the *** *** (***) doesn’t show tracking information until 12/20/When Ms*** spoke with our customer service representatives last week, the tracking information on the *** website showed that the package was in ***, but not scheduled for delivery until todayAfter tracking the package again this morning, we found that *** now shows that the package was delivered on Friday, 12/ We apologize for the long transit timeIt’s very unusual and certainly not a good customer experienceWe are so sorry that Ms*** had such a negative experienceWe issued a $complimentary gift card on 12/14, which should be delivered within -business days from todayWe also processed the shipping refund of $to Ms***’s *** ending in ***We processed the refund on 12/22. The credit should appear on Ms***’s credit card account within 3-business days from that date We apologize for any inconvenience and hope that this resolves Ms***’s concern to her satisfaction

[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 ***, and find that this
resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

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.
Regards,
*** ***

December 19, We appreciate the opportunity to respond to Ms***’s concernWe strive to resolve customer concerns quickly and to the satisfaction of our customersMs*** expressed a number of concerns regarding her recent orders, including fulfillment errors, availability of
items, and the color of an item not appearing as picturedShe is requesting refunds for the items and interest chargesWe are so sorry that we have not met Ms***’s expectationsWe can certainly understand why she is upset and disappointed with her recent shopping experience with us We reviewed Ms***’s order history with usWe verified that we processed a full refund for the back-detail snake print top on 10/after she contacted us to communicate that the item was not in her packageWe are so sorry that we weren’t able to fulfil the backordered item Ms*** is referring toWe understand how disappointing it must have been to wait for the item only to receive a cancellation notice laterWe would like to assure Ms*** that we do not charge for backordered items until they shipSince we were unable to fulfil this order, we did not charge her *** ***We issued a refund of $for the blue dress Ms*** is referring toThe total charge for the dress was $Ms*** used a $Venus gift certificate, which we refunded in form of a Venus e-certificate for a combined refund of $We also refunded $for item *** Ms*** stated she didn’t receive, but instead received an item in size smallIn addition to the merchandise refunds, we refunded a total of $for shipping/handling for recent ordersWe will also email a merchandise return label to Ms***, so she can return items *** and the incorrect top she receivedThere will be no credit due when we receive the items since credit has already been issuedThe Venus *** *** is issued and serviced by *** ***We do not have access to view or adjust *** *** accountsAny inquiries regarding interest fees should be directed to *** ***We do hope that refunding the shipping/handling fees in addition to items resolves Ms***’s concernsThanks again for allowing us to work on resolving Ms***’s concernsWe value her business and hope she gives us another chance to earn her trust

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.
Regards,
*** ***Thank you for your help in this matterI truly appreciate it

March 6, Thank you for giving us the opportunity to respond to Ms***’s concernsWe strive to resolve customer concerns quickly and to the satisfaction of our customersMs*** communicated that she has not yet received the order she placed with us on 1/24/She received a shipping
confirmation on 1/31/17, but has yet to receive the itemsShe contacted us several times and was told that we aren’t able to reship the orderWe are so sorry about Ms***’s experienceIt’s certainly not the service we strive to provideWe are looking into her concerns and would like to assure her that we are addressing allWe truly appreciate the detailed feedback she has provided We replaced the order on Monday, March 6, and overnighted the items to Ms***We show that the order was delivered this afternoon by ***Thanks again for allowing us to respond to Ms***’s concernsWe value her business and hope this resolution is satisfactory

January 12, Thank you for giving us the opportunity to respond to Ms***’s concernsWe strive to resolve customer concerns quickly and to the satisfaction of our customersWe are so sorry about the problems Ms*** experienced with her recent gift order from Mr***We value Ms
***’s feedback and are looking into all of her concernsMs*** stated that Mr*** placed a gift order for her on December 13, He requested expedited shipping to ensure the order would arrive by ChristmasMs*** communicated that they received a phone call from us three days later for address confirmationAfter reaching out to us on several occasions, the end result was that the order did not ship and was later cancelledWhen Ms*** went online to repurchase the items, all items showed sold outPlease accept our sincere apologies for all the problems with Ms***’s recent gift orderWe have a process in place for credit card verification that is designed to protect our customers, but it appears that some of the information was not communicated correctly when Ms*** and Mr*** contacted usWe are very sorry about the service problemsAs Ms*** communicated, most of the items are now sold outMs*** requested all out of stock items to be located and shipped to her free of charge, which we are unfortunately unable to doWe do understand how disappointing the experience was for Mr*** and Ms***We have issued a $complimentary Venus gift card Ms*** can use towards a future purchase with usThe gift card should arrive within business days from todayWe are very sorry about Ms***’s experience and want to assure her that we are looking into all of her concerns and thank her for her feedbackThanks again for allowing us to respond to Ms***’s concernsWe value Ms***’s business and hope this resolution is satisfactory

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.
Regards,
*** ***

August 4, Thank you for giving us the opportunity to respond to Ms***’s concernsWe strive to resolve customer concerns quickly and to the satisfaction of our customersWe are so sorry about all the challenges Ms*** experiencedWe value her feedback and are continuously working on
elevating our overall performanceMs*** expressed concerns about product quality along with a $shipping deduction from a recent returnAnother concern was that she was unable to use the $credit slip she received from us for an order she placed online on August 1st and that our customer service representatives didn’t resolve the problems when she contacted us via chat and then the next morning via phone callShe also needed to remove an item from that order (order# ***) she doesn’t recall orderingOur customer service representatives were unable to remove the item because the order had already shipped at the timeShe was also advised that we could no longer apply the $credit slip and the $coupon to that order because it had already shippedThe total disputed amount is $We are so sorry about Ms***’s experienceWe contacted Ms*** directly to apologize and to find out which dress she requested to have removed from her recent orderUpon receiving her reply, we credited $for item *** and have also mailed a free merchandise return label to herThe $that appeared to be a shipping deduction from her return consisted of the $return label fee and a $credit voucher used on the original order that came in her Venus *** *** Welcome KitWe are currently working on programming changes to make this type of transaction more customer friendly and easier to readPart of the recommended system changes also includes making credit slips redeemable onlineThe $credit slip Ms*** received was a replacement for the $voucher she received as a welcome gift with her Venus *** ***The $voucher Ms*** is referring to is a $reward from *** *** for earning reward pointsIn addition to refunding the $for the dress, we processed a refund for the $credit slip, the $Venus *** *** reward voucher, and for the $return label fee Ms*** referenced in her letterThe total of $was refunded to the original method of payment, which was Ms***’s Venus *** ***Thanks again for allowing us to respond to Ms***’s concernsWe value Ms***’s business and hope this resolution is satisfactory

Complaint: ***
I am rejecting this response because: I want the same shirt but in a size largeThat is what I wantedI do not want an over night shippingThat is what I am requestingBut the size will probably be gone againI appreciate all the refunds that they have given meThere is no reason that they should not have these things by nowThey were shipped back at the beginning of JanuaryI do thank them for all they have done for me
Regards,
*** ***

This job has a crack in it due to the poor quality job that was done by complainant he built a retaining wall that does not meet building standards the warranty doesn't not cover his failure in design and workmanshipi have contacted my lawyer and *** and in the process of filing a
law suit against complainant he took this job and had admitted loosing money on this project Now he hopes to pin the issues on this company the he issue with the driveway cracking is from the sub par illegal wall that he built that has no liability with this companyhe is responsible for the quality of his design and build not us I have spoken to building inspectors already have over thirty pictures of his job including building support posts on top of decaying tree stumps

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.
Regards,
*** ***

Dispute Resolution Services, Thank you for your supportIn reference to the complain #*** please see attach info and reply below Our records indicated that *** *** our USA representative and MsT*** who is SunSurfs local representative in StVincent and the
Grenadines in the Caribbean. The meeting held at the *** *** home in StVincent as mentioned in the complaint was not a sale meeting, rather *** *** and her spouse meet *** *** in transit while in Barbados airport and engaged in serval conversations After learning *** was in the renewable energy sector, they informed him about their newly installed solar system at their home in St.Vincent and requested *** *** to visit their home when he arrives in StVincent to assist the efficiency of their newly installed solar systemThat was the nature of the meetingMsT***, StVincent local representative accompanied *** ***Mr &*** *** was given a comparison between their current installed system and SunSurfs systemAt the conclusion of the visit the ***`s expresses the desire to change out their current installed systemHowever, doing so will be very costlyThey were informed the system was a new design and new to the Islands and delivery will be longer than usual and further they were informed that all sales activities for the local market must go through SunSurfs local representative. *** role is exclusively technicalOur representatives leaves the home of the *** `s without any sales agreement but a desire to acquire SunSurfs system at special price was expressedAfter returning to the USA, *** *** was contacted to help secure a price equal to 50% discount as requested by the ***`s. Conditional approval was grand after several days with *** *** advocating on the ***`s behalf mainly that that the ***`s can be used in a unique marketing campaign because they choose to change from a newly installed solar system to SunSurfs brand, it was believe said customer can be of great valueException for payment method was also made due to the fact CC payment approval require CC mailing address and delivery be the same, however the solar system solar will be delivered in another country. Later an additional $rebate after installation was extended and accepted by the ***`s now our customerAfter delivery date came Customer contacted *** *** for updates and when next he will be coming to StVincentNote all conversations were noted on file but the few details on file indicated that *** *** informed the customer of some setback that would delay delivery and other customers were affected as wellHe also assures said customer that we will compensate for any electricity expenses incur (note records on similar complain #*** both Customers in the same Country)However, Customer declined because the bills are very smallSunSurfs has solar equipment in port of StVincent pending customs clearance during said period and notified the Customer he has to be on ground during the delivery of said solar equipment currently at the port, however due to other events affecting said cargo clearance along with other Customer technical request, *** *** had not been able maintain his schedule. Therefore the customer as express in complain believes SunSurfs will not deliver goods as promised. SunSurfs local representative was informed about the customer position and therefore made several attempts to contact the Customer to resolve the matter but customer hasn`t return any of the callsSunSurfs values its customers and make every attempt to resolved all issues and we are confident this one will be resolved mutually Regards, Keith L*** Customer Relations Manager *** *** *** *** *
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The business has offered a refund in the amount of *** Please review the attached agreement, sign, and return it to the businessOnce the agreement has been received, the business has stated they will mail the check

September 28,
Thank you for giving us the opportunity to respond to Ms***’s concernWe strive to resolve customer concerns quickly and to the satisfaction of our customers
Ms*** stated that she contacted us several times about late fees for her *** *** ***, which shouldn’t
have been assessed because she signed up for auto payMs*** is concerned because the reporting has affected her overall credit score
We are so sorry that Ms*** has experienced problems with the auto pay option for her *** *** ***Our private label *** *** *** is issued and serviced by *** ***Unfortunately, we do not have access to Ms***’s credit card accountWe have forwarded Ms***’s concern to *** *** for review and resolution
The web address to *** *** is ***
The mailing address is: *** ***, ** *** *** *** *** ** ***
The member service phone# is ***
Thanks again for contacting usWe have asked *** *** to review and resolve Ms***’s concerns as quickly as possible