Interface Network

The [redacted] family did attend a free evaluation meeting with one of our Development Directors on February , 2014 at our [redacted] location. During the meeting, [redacted] was presented with the option to purchase a photo-shoot package for her sons. The packages discussed with clients contain...

the use of a professional photographer, makeup artist, hair stylist, wardrobe specialist and studio time. The packages discussed are always optional. [redacted] decided to purchase a 2 outfit, 48 image photo-shoot package and 4 outfit, 48 image photo-shoot package for her sons at a promotional value of 2,150 total. The photo-shoot was scheduled to be completed February 15, 2014.The [redacted] family decided to cancel and sent in a certified letter within the allotted cancellation period. 100% of our clients who do correctly follow the refund policy will receive a full refund as promised. We have expedited a refund check (2689) for the full amount to be sent to [redacted]. We apologize for any inconvenience the delay may have caused him. Out of good faith we are trying to resolve any issues that were made aware to us after the merchant switch occurred with our accounting department.
Our Client Services Department is open seven days a week for our clients' convenience, and they can speak with us about any further concerns at any point that they wish. We are available to answer any questions that they may have regarding InterFACE or the services we provide. We are sorry that the [redacted] family decided not to move forward with our services at this time, but strongly urge them to reach out to us if they decide to reconsider their cancellation in the future.
Respectfully submitted,

The [redacted] family did attend a free
evaluation meeting with one of our Development Directors on February 22, 2014
at our [redacted] location. During the meeting, [redacted] was presented
with the option to purchase a photo-shoot package for her son. The packages
discussed with clients...

contain the use of a professional photographer, make-up
artist, hair stylist, wardrobe specialist and studio time. The packages discussed
are always optional. [redacted] decided to purchase a 3 outfit, 48 image
photo-shoot package for her son at a promotional value of $775. The photo-shoot
was scheduled to be completed February 28, 2014. The
[redacted] family decided to cancel and sent in a certified letter within the
allotted cancellation period. 100% of our clients who do correctly follow the
refund policy will receive a full refund as promised. We have expedited a
refund check (#[redacted]) for the full amount to be sent to [redacted]. We
apologize for any inconvenience the delay may have caused the [redacted]
family.  We have, unfortunately, encountered significant clerical errors during
recent employee turnover in our accounting department and are working in good
faith to rectify them expeditiously. Our Client Services Department is open
seven days a week for our clients’ convenience, and they can speak with us
about any further concerns at any point that they wish. We are available to
answer any questions that they may have regarding InterFACE or the services we
provide. We are sorry the [redacted] family decided not to move forward with our
services at this time, but strongly urge them to reach out to us if they decide
to reconsider their cancellation in the future.Respectfully
submitted,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
It now has been an Additional 30 days since I brought this complaint to the Revdex.com and via their communication, repeating my efforts with interface.  I was promised in the original contract my refund would be received within 30 days via STANDARD methods. Not only was initial request ignored but it seems subsequent requests...even through the Revdex.com...seem to be ignored especially when the check was supposed to be expedited.
After working in corporate America for most of my life, I understand employee turnover, however the timeline of events I have encountered seems like poor management from the top down. Employee issues is a shoddy excuse for not upholding contracts terms.  I doubt very much that interface would not extend the full set of options available to them if I were to stay in the contract and not pay balances according to that contract.  I have never been approached - in the six months since this incident, by a manager of any kind (not just in title) to resolve this matter. It seems that interface has no interest in resolving this and is hoping that I will just disappear.
I would like my refund of $200 and WILL NOT be going away until I receive it.
Regards,
[redacted]

[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. 
We have received a full refund. The refund was received 97 days after the certified letter was sent to Interface.
Thank you for your assistance in this matter. Please consider this case as closed.
Regards,
[redacted]

This is in response to the complaint submitted by [redacted].[redacted] did attend a free evaluation meeting with one of our Development Directors on January 23, 2014 at our [redacted] location.  During the meeting, [redacted] was presented with the option to...

purchase a photo-shoot package for himself.  The packages discussed with clients contain the use of a professional photographer, make-up artist, hair stylist, wardrobe specialist and studio time.  The packages discussed are always optional.  [redacted] decided to purchase a 1 outfit, 48 image photo-shoot for himself at a promotional value of $500.  The photo-shoot was scheduled to be completed March 7, 2014.[redacted] decided to cancel and sent in a certified letter within the allotted cancellation period.  100% of our clients who do correctly follow the refund policy will receive a full refund as promised.  We apologize for any inconvenience the delay may have caused him and we are working diligently to rectify the situation. Our Client Services Department is open seven days a week for our clients’ convenience, and they can speak with us about any further concerns at any point that they wish.  We are available to answer any questions that they may have regarding InterFACE or the services we provide.  We are sorry that [redacted] decided not to move forward with our services at this time, but strongly urge him to reach out to us if he decides to reconsider his cancellation in the future.Respectfully submitted,Annette G[redacted]Client Services

[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.]
Better Business .
They also offered to bump the outfits from 2 to 3.  I also noticed that the second part of my question was avoided.  Yes please have a client services rep. Call me I have a few other questions that pertain to the day of the appointment.  
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]

This is reply to the complaint submitted by [redacted]. InterFACE is currently investigating [redacted]s' account and we were anticipating results shortly. We advise [redacted]s to bear with us while we look in to her account. Once we have enough and/or all information regarding...

her account, a Client Services Representative will contact [redacted]s to discuss her account with her. Respectfully submitted, Annette G[redacted]Client Services

This is in response to the reply submitted by [redacted]. As mentioned earlier, process of the refund check was expedited. Every single issue was addressed in the previous complaint, as well as the fact that we had, unfortunately, encountered significant clerical errors during recent employee turnover in our accounting department and were working in good faith to rectify them expeditiously. We apologize if the delay caused [redacted] any inconvenience but the refund check will be received by her shortly. A specific date is not provided simply because we do not have control of the mail and how long it would take for mail to arrive. Our Client Services Department is experienced in assisting clients with any and every concern they may have and is available seven days a  week.Respectfully submitted, Annette G[redacted]Client Services

This is in response to the complaint submitted by [redacted].As mentioned earlier, process of the refund check was expedited. Every single issue was addressed in the previous complaint, as well as the fact that we had, unfortunately, encountered significant clerical errors during recent employee turnover in our accounting department and were working in good faith to rectify them expeditiously. We apologize if the delay caused [redacted] any inconvenience but the refund check will be mailed out shortly. A specific date is not provided simply because we do not have control of the mail and how long it would take for mail to arrive.Our Client Services Department is experienced in assisting clients with any and every concern they may have and is available seven days a week.Respectfully submitted, Annette G[redacted]Client Services

The [redacted] family did attend a free
evaluation meeting with one of our Development Directors on February 8, 2014 at
our [redacted] location. During the meeting, **. [redacted] was presented with
the option to purchase a photo-shoot package for himself. The packages
discussed with clients...

contain the use of a professional photographer, make-up
artist, hair stylist, wardrobe specialist and studio time. The packages
discussed are always optional. **s. Nahas decided to purchase a 4 outfit, 96
image photo-shoot packages for his self for $1,645. The photo-shoot was
scheduled to be completed February 9, 2014. The
[redacted] family decided to cancel and sent in a certified letter within the
allotted cancellation period. 100% of our clients who do correctly follow the
refund policy will receive a full refund as promised. We have expedited a
refund check (#[redacted]) for the full amount to be sent to **. [redacted]. We
apologize for any inconvenience the delay may have caused the [redacted]
family.  We have, unfortunately, encountered significant clerical errors during
recent employee turnover in our accounting department and are working in good
faith to rectify them expeditiously. Our Client Services Department is open
seven days a week for our clients’ convenience, and they can speak with us
about any further concerns at any point that they wish. We are available to
answer any questions that they may have regarding InterFACE or the services we
provide. We are sorry the [redacted] family decided not to move forward with our
services at this time, but strongly urge them to reach out to us if they decide
to reconsider their cancellation in the future.Respectfully submitted,

The [redacted] family did attend a free evaluation meeting with
one of our Development Directors on September 4, 2013 at our [redacted]
location.  During the meeting, [redacted]
was presented with the option to purchase a photo-shoot package for her sons.  The packages discussed with...

clients contain
the use of a professional photographer, make-up artist, hair stylist, wardrobe
specialist and studio time.  The packages
discussed are always optional.  [redacted]
decided to purchase two 2 outfit, 48 image photo-shoot packages for her sons at
a promotional value of $1,550.  The photo-shoot
was scheduled to be completed September 15, 2013.The [redacted] family decided to cancel and sent in a certified
letter within the allotted cancellation period. 
100% of our clients who do correctly follow the refund policy will
receive a full refund as promised.  We
have expedited a refund check (#[redacted]) for the full amount to be sent to [redacted].  We apologize for any inconvenience the delay
may have caused the [redacted] family.  We have unfortunately encountered significant clerical errors
during recent employee turnover in our accounting department and are working in
good faith to rectify them expeditiously.  Our Client Services Department is open seven days a week for
our clients’ convenience, and they can speak with us about any further concerns
at any point that they wish.  We are
available to answer any questions that they may have regarding InterFACE or the
services we provide.  We are sorry the [redacted]
family decided not to move forward with our services at this time, but strongly
urge them to reach out to us if they decide to reconsider their cancellation in
the future.Respectfully submitted,Joseph A[redacted]Client
Services

This is response to the reply submitted by **. [redacted]. InterFACE uses composite cards that are produced from within to market our clients. Those composite cards are what are sent to industry professional agents. So, **. [redacted] should not feel cheated since that is not the case whatsoever. **. [redacted] needs to understand that we do not control what industry professionals and casting directors request as additional photos when asking for information of our clients. In addition to that, just because he received two e-mails submissions asking him to provide cell phone pictures of himself does not mean other submissions would request the same thing. Every industry professional is different and require different information to be sent to them. [redacted] expressed his concern because he was not able to edit his information posted on his marketing page while he was told he could make those changes himself. **. [redacted] was not misled when he was told the above information as he claims to have happened. We tell our clients that they are able to make any and every changes they need to make to their marketing profile and their resume because we do not control what computer is or is not compatible with our website. There were previous technical issues where some clients were not able to edit the page at their own time, which is beyond our control. At that point we advise our clients to call or e-mail our client services or marketing department so they can be fully assisted. We have no reason to give [redacted] false information regarding his activity report. Below you will find the activity report which was generated for him in April 2014. “Submission:2/18/2014-[redacted] [redacted]-Fitness Men3/25/2014-[redacted] [redacted]-25-35 y/o models for print shoot3/25/2014-[redacted] [redacted]- marketing video for novel4/9/2014-[redacted] [redacted]-Car Dealership commercial4/16/2014-[redacted] [redacted] Casting-New Phase 4&5 [redacted] 4/28/2014-[redacted] [redacted]-The Plumbers 4/28/2014-[redacted] [redacted] Extras Please make sure to wait 30 days in between Activity Report requests.The Promotions Department will continue its efforts to promote you. If you have any questions please feel free to contact our Customer Service department at ###-###-#### Ext. [redacted] Thank you for choosing our services.”  We [redacted] the best of wishes for the rest of his journey at InterFACE and are available seven days a week to assist with any concerns he may have in the future as well. Respectfully submitted,[redacted]Client Services

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:The business stated that they acted in good faith yet many of its statements and claims were and remain clearly false. We acknowledge that we did finally receive a refund check. We cashed it and consider the case closed. However, we also want to inform the business and those that may potentially do business with them that their actions are unacceptable. False claims to customers should not be tolerated. Waiting 30 days to refund client monies for services not rendered is unacceptable. Failing to live up to contractual obligations are also unacceptable and in our case was very close to causing legal action. False advertising, predatory tactics and aggressive sales to the point of lying are also unacceptable. The contract is the afterthought and is used as legal hiding place for verbal claims that are clearly not true once the client reads the contract. 
The reality is that the check and the letter contained were both dated March 14th and both had the correct address clearly marked on them. Meaning that the initial and subsequent stories told to us as to when we would receive the check and why it was late were all lies. There was simply no plausible reason for the additional delay beyond 30 days or their clear violation of their own contract with a customer. 
The check was postmarked (mailed) late on April 5th and received April 8th. We cashed the check immediately for fears of insufficient funds from the business. We got that impression from the many dealings we had with this shady organization that preys upon parents and of children.  The statements that they "expedited" the refund on 1 April are clearly false. March 14th represented 30 days after the service date. The check was not sent until April 5th. This is not expedited this is criminal and material breach of a contract. I hope that InterFace will take this case as another wakeup call to clean up its business practices. I would have expected that after losing a suite in the state of New Jersey that they would have cleaned up their practices but unfortunately they appear to be replicating the same behavior in [redacted], MD that was conducted in New Jersey prior to the lawsuit. 
Regards,
[redacted]

This is in response to the reply submitted by [redacted]. [redacted].We have expedited the process of the refund check (#[redacted]) and sent it to the address provided and confirmed by [redacted]. [redacted] on April 15, 2014. 100% of our clients who do correctly follow the refund policy will receive a full refund as promised. As mentioned earlier, we have, unfortunately, encountered significant clerical errors during recent employee turnover in our accounting department and are working in good faith to rectify them expeditiously. For [redacted]. [redacted] to label us fraud and a scam is unfair. We apologize if the delay caused[redacted]. [redacted] any inconvenience but we are working diligently to resolve any and every issue that was made aware to us. We take every complaint seriously and what we state as an answer is to satisfy the customer and resolve the issue on hand, not to meet the requirements, as [redacted]. [redacted] claims. We advise [redacted]. [redacted] some time for the check to arrive. Our Client Services Department is available seven days a week to answer any additional questions she may have as well. Respectfully submitted, [redacted] Client Services

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because:  It does not address the issue that I have with  the Contract  where in writing INTERface acknowledges that the refund would be sent within 30 days of a request for such.  In previous correspondence Interface acknowledges they received the proper notification from me, but have not sent the refund to me.  Interface is four months outside of the allotted time acknowledged by the written contract.  Additionally, in previous correspondence INTERface stated there was a check with a check #[redacted] "to be expedited to the [redacted] family" but never confirmed a date on which it was sent.  I understand that they cannot control the mail but they can acknowledge a date on which the refund was mailed.  In doing research I have concluded that others are in the same predicament as me "waiting" for a refund but having not received it.  because of this I feel that the previous explanation and correspondence from INTERface does not solve or resolve the complaint for which I have.  I want a written notification of the date the refund is placed into the mail.  Regards,[redacted]

See Attachment
Guarantee Or Warranty Issues - A failure to honor money-back guarantees
Problem:
I have already filed a complaint against the same business on here and excepted that they would send me my refund check and they still have not sent it. I will no longer call them and be hung up on and lied too so I will use Revdex.com until I receive my check. I was supposed to receive a $100 refund months ago for services I cancelled and then about a month ago or some weeks I made a complaint on here and they said I would receive my check within a week and still have not received it.

The [redacted] family did attend a free evaluation meeting with one of our Development Directors on March 22, 2014 at our Gaithersburg location.  During the meeting, **. [redacted] was presented with the option to purchase photo-shoot packages for his daughters.  The packages discussed with...

clients contain the use of a professional photographer, make-up artist, hair stylist, wardrobe specialist and studio time.  The packages discussed are always optional.  **. [redacted] decided to purchase two 5 outfit, 150 image photo-shoot packages for his daughters at a promotional value of $3,000.  The photo-shoot is scheduled to be completed on April 11, 2014. **. [redacted] wanted to cancel his agreement with InterFACE and was advised of the cancellation policy.  The cancellation policy is not only verbalized in the initial meeting, but is also outlined, highlighted, and bolded in the agreement. Our cancellation policy clearly states, any request for cancellation must be in writing and must be received or postmarked within three (3) days of the execution of the agreement.  This request must be sent via certified mail return receipt requested.  If the request complies with our cancellation policy, a refund will be provided within thirty (30) days in the form of a company check. Furthermore, InterFACE requires that each and every client initial next to the cancellation policy in order to ensure that they understand the procedure necessary for them to receive a refund.  Since the [redacted] family did not follow the cancellation policy, and InterFACE expended finances on behalf of the family, no refund is due.  Our records indicate that **. [redacted] provided one of our Client Services representatives with his e-mail address so he could confirm the photo-shoot appointment for his daughters.  He spoke to a representative and was assisted fully; in fact, **. [redacted] has direct contact information of the representative and can contact the representative at his own convenience.  Even though the [redacted] family is outside their cancellation period, we are still willing to work with them and are extending them with the opportunity to move forward with us.  **. [redacted] was presented with different options made out of good faith for hisdaughters’ photo-shoot.  We cannot force **. [redacted] to accept the offers that we made him out of good faith but those offerswere simply in the spirit of good client relations because we want the [redacted] family to feel comfortable once they arrive for the photo-shoot. We encourage **. [redacted] to contact our Client Services Department and speak with the representative he has been in contact with, so we can move forward with the photo-shoot for his daughters.  At this time, **. [redacted] did not follow the cancellation policy, which he initialled acknowledging he understood the policy; hence, no refund is due.  He can contact InterFACE regarding any further concerns that they may have from this point on.  Respectfully submitted,

The [redacted] family did attend a free evaluation meeting with one of our Development Directors on February 23, 2014 at our Gaithersburg location. During the meeting, [redacted]. [redacted] was presented with the option to purchase a photo-shoot package for her daughter. The packages discussed with clients contain...

the use of a professional photographer, make-up artist, hair stylist, wardrobe specialist and studio time. The packages discussed are always optional. [redacted]. [redacted] decided to purchase a 4 outfit, 96 image photo-shoot package for her daughter for $1,645. The photo-shoot was scheduled to be completed March 8, 2014. The [redacted] family decided to cancel and sent in a certified letter within the allotted cancellation period. 100% of our clients who do correctly follow the refund policy will receive a full refund as promised. We have expedited a refund check (#[redacted]) for the full amount to be sent to [redacted]. [redacted]. We apologize for any inconvenience the delay may have caused the [redacted] family.  Wehave, unfortunately, encountered significant clerical errors during recent employee turnover in our accounting department and are working in good faith to rectify them expeditiously. Our Client Services Department is open seven days a week for our clients’ convenience, and they can speak with us about any further concerns at any point that they wish. We are available to answer any questions that they may have regarding InterFACE or the services we provide. We are sorry the [redacted] family decided not to move forward with our services at this time, but strongly urge them to reach out to us if they decide to reconsider their cancellation in the future. Respectfully submitted,

This is in response to thecomplaint submitted by [redacted]  As mentioned earlier, process of the refund check (#[redacted]) was expedited. Every single issue was addressed in theprevious complaint, as well as the fact that we had, unfortunately, encountered significant clerical errorsduring recent employee turnover in our accounting department and were workingin good faith to rectify them expeditiously. We apologize if the delaycaused [redacted] any inconvenience but the refund checkwill be mailed out shortly. A specific date is not provided simply because wedo not have control of the mail and how long it would take for mail to arrive. Our Client Services Department is experienced in assistingclients with any and every concern they may have and is available seven days aweek. Respectfully submitted,  Annette G[redacted]Client Services

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I would like to see the entire offer they are willing to do. I know what was said to us at the marketing meeting and for recorders purpose would like to have it written out.  In addition what if the second time around is as poor as the first? What are they willing to do? Instead of us keep spinning our wheels I would like to get this resolved. Also there was  no "free" photo-shoot we paid for all services.  Not only did we pay for all services but the commute to the location is over an hour from our home and now we are looking at having to add more trips there with the hopes that they are able to fulfill all promised services at a professional standard level. 
Best Regards,
[redacted]