Instinct

Hi Darby, We received your review and take your complaint very seriously as customer satisfaction is a top priority at Senior Planning. We understand your frustration and that it would be very upsetting to a child if they paid for a service to get their mother onto *** and did not receive
those benefits. I’m glad we were able to connect and go through the details of your mother’s caseIt seems that you felt out of the loop as your sister was our main point of contact throughout the process, and we discussed our plan of action all along with her. There was no reason to put a stop on the case at any point in the process, as your mother qualified for *** in the future Due to the specifics of your Mom’s case, once she passed away we were unable to get *** benefits for her. However, there are many details involved in the process of the *** application. The bulk of work that is done on the case is completed prior to submitting the application We request months of financials from several financial institutionsOnce received we review/verify all transactions and put together the case for submission. Once I explained all of this to you, I think that you understood why there was a no refund policy. However, at SPS we pride ourselves in having fully satisfied customersWe therefore agreed to refund half of the fee, as due to the surrounding circumstances, your Mom did not receive the *** benefitWe appreciate you having trusted our company with the task of applying for your Mom’s *** benefits and wish you and your sister only the best in the future. ***
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[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 was contacted immediately by the company to discuss my concerns.  It was a very productive discussion and many of my concerns and questions were addressed.  I appreciate the professional way this was handled on their part and am feeling much better about the situation.  Thank you for reaching out to me. 
Regards,
Darby T[redacted]