I-Tul Design & Software, Inc.

Mr*** hired I-Tul to install WooCommerce on his *** website, setup products, configure the payment gateway and provide training so he could manage it himself For this service Mr*** agreed to pay $which he paid in installments of $231.25.I-Tul completed all work defined
in the terms of the estimate many months ago However, the WooCommerce shopping cart could not be published because Mr*** failed to provide his payment gateway account information which has been discussed both by phone and email Initially, Mr*** said he was going to use ***, but later informed us the fees were too high so he had decided to apply for a *** account and he would send us the information once his account had been approved in business days That was 2+ months ago.More recently, Mr*** changed his mind again and decided to use Stripe.com instead of *** or *** We provided him written instructions for how to acquire a Stripe.com account and offered to help him over the phone He repeatedly sent abusive messages stating that we didn't know anything, the instructions were wrong, and we cost him money.Thankfully, Mr*** was finally able to establish a payment gateway account days ago and on July 24, sent API credentials after more than months Since then I-Tul has added the credentials to his shopping cart and scheduled a call with Mr*** at his earliest convenience where, with his approval, we hope to publish his shopping cart and close the project

The response is incomplete. [redacted] and I had a very amicable discussion about the cause of the error that led to me losing $200,000.  Here is a summary of the discussion: I explained to [redacted] that one of his reps who set up and installed the shopping cart, payment gateway and [redacted] vendor WooCommerce conducted a test of the shopping cart after he had completed the work.  We processed a transaction into my [redacted] business account that showed the system was working (in test mode or "sandbox" in industry parlance).  After the test, I informed the rep that I needed to add products (books and descriptions of the subscriptions and sponsorships) to the [redacted] page. I informed him that when I was ready and would make the site public when I was done.At no time did the rep tell me or give me instructions for moving the [redacted] site from test mode/sandbox to live. When I was ready to go live I informed the rep I was going live and again was never told that the site was still in test mode (sandbox).  After the initial test passed I assumed that he had removed it from test but in any event it never happened and I was not informed that I had to do so nor given any instructions for moving the [redacted] site from test to live.  When clients attempted to process transactions, after I made the site public, they were not able to complete the transactions because the site was still in test mode.  That is why I lost the $200K in business.  The rep failed to make the necessary changes and also failed to give me instructions to do so on my own.  I know this because I was able to walk [redacted] through an assessment of what when wrong and he told me himself why and how this occurred.  The fact that he has failed to tell you about this story helps explain why I have lost trust in the firm and have moved my account to another web host provider.  The fact that I have moved is a reflection of my lack of trust, the inability of the firm to manage my web site appropriately and the lack of response I have gotten in addressing what turned out to be a very simple error. The fact that the lost revenue could have been avoided is one thing. The fact that it took more than 3 months to get to the cause of the problem is a whole other thing.  So, yes the partial answer is correct the project is complete 9 months after they started and almost 4 months after they caused the lost revenue is not a feat of excellence.  I have gotten one excuse after another.  If I hire a forensics investigator it could easily be verified but the fact that [redacted] did not know, did not ask his rep what happened and simply ignored my requests to investigate further showed me that he simply did not want to accept blame.  Nothing else. By the way, I have no technical expertise so the fact that I know what a "sandbox" is and how this error occurred is due in large part to being able to get [redacted] to give me the information through methods investigators use and a lawyer would have used to uncover the truth......I asked.They are liable for the losses and should, at a minimum, offer to compensate me for the losses (even a partial offer), take responsibility for their error and move on.

I am rejecting this response because: The company response does not address the problem that caused me to lose $200,000.  The attached emails are contain the correspondence between me at the firm in my attempts to understand what went wrong and the repeated attempts to get them to address the problem in a timely manner.  The original cause of the problem is that I was assured that the payment gateway was ready and functional.  After learning that it was not properly set up I was told that the accounts were not real accounts.  In fact, the accounts were real, not new accounts and these members on my website have been loyal to me for years.  They wanted to support my efforts and I-Tul would not take responsibility for the error.  This is what has resulted in a delay in 3 months not anything else.I have tried to be patient but the firm has no sense of urgency which is further caused damage to my reputation with my members and depriving me to additional revenue opportunities to promote this new service.  I-Tul is suppose to be the expert at providing support to and for my website however they have been adversarial at every turn that I have attempted to work with them to get this resolved.  I want what I paid for to work properly, I want my customers to be able to support my website with complications and I want to get this resolved as soon as possible.  I have every right to also ask that I be compensated for lost revenues.  If this is not resolved I will secure the services of an attorney if it can't be resolved through the Revdex.com.  I have attempted this route to have an independent unbiased 3rd party help me resolve the matter because I have not been taken seriously and ignored.  The attached emails are detailed evidence that I have worked in good faith and not received the same level of cooperation from I-Tul.

Mr. [redacted] attended a scheduled call with I-Tul on July 28th.  During the call Mr. [redacted] agreed that the project would be considered "completed" after I-Tul changed the look of the product page and sent him instructions for how to publish the shopping cart.  I-Tul completed the requested change the following business day (Monday July 31st) and emailed the instructions.

Review: Failure to deliver service without refund. There have been several attempts to contact i-Tul, but they are unresponsive.

I reached out to i-Tul in August 2012 to help me develop a website. Upon agreement, [redacted] (co-founder) committed to a deadline between 12-16 weeks; the 16th week ended on December 3rd, 2012. After failing to deliver on the 3rd of December, [redacted] (project manager) provided another deadline for January 31st, 2013. After failing to meet this deadline too, Kahl Payne (Project Manager) provided another deadline for July 11th, 2013. Again, they failed to deliver. After three missed deadlines, 7 months pass due on the initial deadline, significant amount of patience, misrepresentation, negligence, negligent misrepresentation, constructive fraud, breach of contract, breach of express warranty, breach of implied warranty, fraud, breach of duty of good faith and fair dealing, four attempts providing them with an opportunity to complete the project, and after providing them with more than ample time to respond, I see no other way, but to lodge complaints with the Revdex.com. All invoices are listed below:

Invoice #

Invoice Date

Due Date

Total

Status

XXXXXX XX/18/2013 09/01/2013 $17.95 Paid

XXXXXX XX/18/2013 08/01/2013 $17.95 Paid

XXXXXX XX/17/2013 07/01/2013 $17.95 Paid

XXXXXX XX/22/2013 06/05/2013 $368.34 Paid

XXXXXX XX/18/2013 06/01/2013 $17.95 Paid

XXXXXX XX/17/2013 05/01/2013 $17.95 Paid

XXXXXX XX/10/2013 04/24/2013 $129.42 Paid

XXXXXX XX/18/2013 04/01/2013 $17.95 Paid

XXXXXX XX/12/2013 03/14/2013 $271.50 Paid

XXXXXX XX/12/2013 03/14/2013 $497.75 Paid

XXXXXX XX/15/2013 03/01/2013 $17.95 Paid

XXXXXX XX/18/2013 02/01/2013 $17.95 Paid

XXXXXX XX/18/2012 01/01/2013 $17.95 Paid

XXXXXX XX/17/2012 12/01/2012 $17.95 Paid

XXXXXX XX/18/2012 11/01/2012 $17.95 Paid

XXXXXX XX/08/2012 10/22/2012 $20.00 Paid

XXXXXX XX/03/2012 10/03/2012 $894.00 Paid

XXXXXX XX/25/2012 10/02/2012 $2200.00 Paid

XXXXXX XX/13/2012 08/16/2012 $2969.00 Paid

Total = $7,547.45 Desired Settlement: I am seeking a full refund in the amount of $7,547.45 plus $160 for the current accumulated legal fees, equaling a total settlement of $7,707.45.

Business

Response:

Initial Business Response

I-Tul performed over $10,000 of work on the project prior to receiving a complaint.

As stated by the customer, he has not paid for all completed work. Nonetheless, I-Tul offered a partial refund and rights to the work in the interest of a quick resolution. The offer was refused and answered with legal threats.

Final Consumer Response

The company and I have reached an agreement. The complaint issues have been resolved.

Final Business Response

This matter has been resolved and Mr. [redacted] agreed to retract the complaint however the Revdex.com may not allow it to be retracted/cancelled