Jeff Edler Tree Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  
From[redacted] Sent: Wednesday, November 18, 2015 10:55 PM To: drteam Subject: Review my case I'll kindly send you this email asking and hoping to give me a little bit consideration to re open or consider as a new complaint against luminessair. I thought I have ten days to reply via email, it's seems my case is already closed. I would like to resolve this matter in good faith. This is my conplaints, on the day of my purchase (April 1) I'd remember and looked at my note it's  only $79.99 I have to pay monthly for the make up but the collections on my [redacted] every month is one $79.99 and 35.06 for the months of May, June and July. Our transaction it's been recorded, good for me cause they can play it again that they  don't mentioned any charges except $79.99. If you can read again their 2nd email saying that I am going to RECEIVE a make up EVERY OTHER MONTH, but they took my money every month (May, June and July)even without the make up. I am not happy to the result of the product on my face and my $35.06 refund. On July 23 I'd called them and I talked to Miss [redacted], I'd mentioned to her about my emails it's like she doesn't know about my email she hold me for awhile and come back asking my email address and say something about discount etc. , I guess they are not aware of the cancellation of my account or just they ignore it, I said this cause if they're aware they can email or call me and explain to me their rules like I need to return the airbrush or pay for it  if I want to keep  no email and phone call coming from them. I write it dawn also our conversation how much my refund ($105.10), claim no., tracking no.. I do agree to keep and pay the $59.99 for the machine, she told me also the cost of the airbrush is $400.00 I think that's over price. And they don't send me an email for my claim since July 23 up to this day they don't email me at all so if they still insists I would like to see , if you don't mine can you ask them to send to you and forward to me please thanks. It's unfair to me if they don't give  it back my money, without the items , one more time I don't have the make up. I hope you understand my situation.  Very truly yours, [redacted] Sent from my [redacted]
Regards,

We would like to sincerely apologize for any inconvenience this has caused and shocked to see that Ms. [redacted] filed a Revdex.com complaint against our company as we are well within the standard 2-4 week shipping timeframe. Please note that Ms. [redacted] placed an order for [redacted] on 10/27/15. She called...

our company a few days later on 11/2/15 requesting a shipping status. We advised her that due to the demand of the product it has not shipped out, but per our Terms and Conditions, the standard shipping timeframe is 2-4 weeks. Unfortunately Ms. [redacted] was not happy with the information in which we provided and threatened to file a complaint against our company. Her order was cancelled out and refunded on 11/2/15. Again, we sincerely apologize for the inconvenience and misunderstanding regarding our shipping timeframe. Please allow 3-5 business days for the refund to appear.

Sent: Thursday, October 15, 2015 9:51 AM To: drteam <[email protected]>; drteam <[email protected]>Subject: RE: Revdex.com of Houston and South Texas- Complaint regarding Your Business [redacted] Importance: High   Good Morning Revdex.com, I will gladly respond to this Revdex.com complaint, but I want...

to make sure I address it correctly. The complaint isn’t clear and I am not sure what the customers complaint is. Can you please get further clarification?   Customer’s Statement of the Problem: I ordered a luminess airbrush kit was never complete didn't have [redacted] issues refusal of RA number twice Complaint Background: Product/Service: pour Purchase Date: 10/9/2015 Problem Occurred: 10/9/2015 Model: Luminess Airbrush Account Number: [redacted] Order Number: [redacted] Talked to Company: 10/9/2015 Talked to Company (2nd): 10/11/2015 Talked to Company (3rd): 10/14/2015 Name of Salesperson: unknon  Purchase Price: $29.95 Disputed Amount: $0.00 Desired Settlement:                         not to be charged Alana C[redacted] Director of Customer Relations

Thank you for bringing this matter to our attention.  The club does not generate until 30 days from the order date as Ms. [redacted] posted in her complaint and this is the reason why the agent was unable to cancel the club at the time she called in as it was still within the 30 day time...

 frame. We will ensure that the club is cancelled out and Ms. [redacted] will not receive any future club charges or shipments from our company.  Also, the only reason an account would be sent to collections is due to non-payment, Ms. [redacted] paid for her product in full. We are a proud Accredited Member of the Revdex.com and would never report false claims against any of our customers.  We hope this response brings clarification to this matter and would like to sincerely apologize for this misunderstanding.

Revdex.com:
This letter is to inform you that Luminess Direct LLC has carried out to my satisfaction the resolution it proposed for my complaint, filed on 11/22/2016 and assigned ID [redacted].
Regards,[redacted]

We would like to sincerely apologize for any misunderstanding regarding our ordering process. Please note that [redacted] ordered a [redacted] for $199 plus a $9.95 processing fee at time of purchase. She agreed to the terms and conditions which informed her about the 60 day [redacted] as well...

as the final checkout page informed her that starting 30 days from the order date, she would receive a 60 day supply of makeup every other month for $39.95 per month which the customer can call and cancel at anytime. [redacted] agreed to the terms as well as clicked the final Checkout option to confirm the purchase. We immediately followed up with the order details once the order was placed. [redacted] called our company demanding to cancel the [redacted] and we cancelled it out immediately per her request and she never received a makeup shipment. We also received notification from her credit card company in which she filed a dispute for the $199 plus $9.95 processing fee claiming credit not processed and she has our product in her possession. We are a proud accredited business of the Revdex.com and never unlawfully signed the customer up for an auto renewal program nor did we scam her. We believe in full disclosure and all information was indeed disclosed upfront and [redacted] had a choice at time of purchase to cancel the order if she did not agree with the terms that includes our [redacted]. No further actions will be taken on this account due to the dispute.

Revdex.com:
This letter is to inform you that Conture has carried out to my satisfaction the resolution it proposed for my complaint, filed on 12/21/2016 and assigned ID [redacted]. Sent: Thursday, December 22, 2016 5:46 PM Subject: Update Because of you they called me today to fix the...

problem. The supervisor, Monica contacted me and is at least giving me the rest of the parts to make a complete luminous system. I may have to figure out how to put it together but at least I would have the potential to make it work. I am soo grateful because I did not expect them to care that I filed a complaint. They say they are sending the items missing within -2 days. You were more helpful than I ever could have imagined!!! I counted up the times I called and was put on hold or hung up on and it was 17 times waiting for 30 min. (Aprox) Each time. All that time and you were able to help me in less time....thank you. Thank you for listening and hearing me!!  No more tears.

On October 30, 2016 a person by the name of [redacted] went to our website and ordered a Luminess Airbrush System 30 day trial for $19.95 followed by 5 payments of $59.99 if the airbrush system is kept past the 30 day trial period. The payment information is listed on the very first page Ms....

[redacted] came to, the terms and conditions she checked off on stating she has read, understands and accepts and on the check-out page prior to confirming the order. The order will not proceed unless the customer checks a box agreeing to the terms and conditions. We also immediately followed up with a confirmation email to [redacted]  confirming all of Ms. [redacted]’s agreed upon purchase details.   Ms. [redacted] was also given the exact verbiage below regarding the Luminess Air Club in which she checked off on the terms and conditions stating she has read and accepts.   Club verbiage provided on Checkout page: Starting 30 days from your order date, you’ll receive a 60 day supply of  airbrush foundations every other month at  the guaranteed low price of just $29.95 + S/H/P per month, which you may conveniently call to cancel. There is no commitment or minimum to buy.  To customize this program or future shipments and charges, call customer service.   She also checked off on the following terms and conditions regarding the club:  The Luminess Air Club offers the convenience of having refills of your Luminess Air cosmetics delivered to your door steps in a timely and automatic manner.  You will receive your two shades ever so often as agreed; product will be delivered to your address.  All you pay is $29.95 plus S/H/P per month or as agreed.  Delivery cycles can be changed at any time by contacting Luminess Care at 1-877-749-5777.   All trial customers have a complete 30 days from the delivery date to try the airbrush system and in the event they aren’t completely satisfied with the results then return the product for a refund of the purchase price and security deposit, less paid shipping and handling and initial trial cost before the 30 day trial period ends for all orders.   We reviewed the phone records for Ms. [redacted]’s number and found that on December 19, 2016 she called in multiple times before the office was actually open.  We would also like to state that our hold time is currently longer than usual due to the Holiday rush and we sincerely apologize for the inconvenience.   Ms. [redacted] has been issued a refund of $62.94 as Monica promised, please allow 3-5 business days for the refund to appear back to the card on file.  Please note that Ms. [redacted] must send back the product if she does not want to be responsible for the 5 agreed upon payments of $59.99 for the actual airbrush system she currently has in her possession.  If Ms. [redacted] decides to return the product, please have her call 1-888-793-7474 Monday – Friday between the hours of 8:30am – 5:30pm CST and we’ll be more than happy to provide her with a Return Authorization Number. Customer satisfaction is of utmost importance to us here at Luminess and we truly hope this response helps clear up any misunderstanding regarding this matter.

We have reviewed the account in question and it appears that Ms. [redacted] did not press an option to actually reach a live person as we would have gladly assisted her with the return. According to our records, Ms. [redacted] obtained a Return Authorization online on 2/17/17 and we are awaiting...

the return of the product. We would only send an account to collections due to non-payment and this is not the case for Ms. [redacted] as she is still within her trial period.  We stand behind our product and really wish Ms. [redacted] would have given us an opportunity to help her achieve her desired results from airbrushing.  Per the terms and conditions that Ms. [redacted] checked off on and agreed to, the 30 day trial cost is non-refundable, but we’ll gladly make an exception and refund the account in full once the product is returned and processed in.  We hope our response helps clear up any misunderstanding  and thank you for bringing your concerns to our attention.

We are unsure why Ms. [redacted] rejected our response. As stated, please have Ms. [redacted] simply call us at 1-888-793-7474 to request a Return Authorization Number or she can simply go [redacted] to www.luminessair.com/RA and request a Return Authorization Number as long as her 30 day trial period for return has not expired.  Our office hours are Monday – Friday between the hours of 8:30am – 5:30pm CST.This matter is considered resolved and closed.

[A default letter is provided here which indicates your acceptance of the business** 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 would be satisfactory to me.  
 8-25-2015 at 1 p.m. C.T.  I called Luminus Customer Service phone number  1-888-793-7474 ext. #3 and spoke to [redacted]  to check and see if they now had received my order back and had it into their computer system as cancelled and stopped and any future activities from continuing on my [redacted] could no longer take place.  After she asked me for my mailing address I was put on hold for a minute, then she returned to tell me that it is now cancelled and I no longer have an active account with them.  I asked her to verify twice that it was stopped and cancelled.  Then I asked if she could give the date it shows that it was stopped and cancelled and she reported on 8-20-2015.I am now satisfied that you have helped me to stop them.  I could never have gotten it cancelled without your help.  I do however plan to keep all records on contacts with luminus, dates, names, etc. also mine with you that  I have on file should I need them in the future on this matter.Thank You very much for your help.  [redacted]

Thank you for bringing this matter to our attention. Please note that we have no record of the customer requesting to cancel out the makeup club as we would have gladly cancelled it out. We have now cancelled out the makeup club and refunded the last club shipment that was sent out in the amount of...

$35.06.  Please note that there will be no further makeup club charges or shipments from our company. Again thank you for bringing this matter to our attention and we would like to sincerely apologize for any inconvenience this has caused.

Please note that we did indeed respond to Ms [redacted]'s email request back on 9/29/15 advising her to contact customer service to request an RA# for return and unfortunately she never called in. Even though Ms. [redacted] is outside of the 30 day timeframe to return the airbrush system, we'll gladly make...

an exception and allow her to return the product. We have contacted Ms. [redacted] to provide her with a RA#. She did not answer so we sent her the RA# along with return instructions to ANGELA[redacted]@CENTURYLINK.NET. Please note that the RA# has a 2 week expiration date. We sincerely apologize for any inconvenience this has caused.

[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 would be satisfactory to me.

[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 would be satisfactory to me.  
Ms. Alana [redacted]: As of August 15, 2016 Mrs. [redacted] social media complaint has been updated as resolved (attached is the social media update). We have kept all correspondence via Revdex.com, and the recent cancellation confirmation here at Revdex.com forum.  We also, received the customer payment history that you've attached via Revdex.com forum.  Both parties agreed that there will be no more charges and shipment activity from Luminess Air Direct LLC.  We are satisfied with the result and we are moving this matter as closed.  Ms. [redacted],  thank you for your immediate response on this matter.  We are grateful for all your help on getting this matter resolve. Regards,Michael [redacted]

[redacted] called in on Friday, 8/21/15 and placed an order for a Luminess Professional Airbrush System 30 day trial for $29.95 followed by 6 payments of $59.99 after the trial period. She also purchased rush shipping in which it guarantees that the order will “ship” within 7-10 business days vs....

the standard shipping timeframe of 2-4 weeks. The product shipped on 8/28/15 and was delivered on 9/5/15. We received a call from Ms. [redacted] on 9/30/15 requesting to return the product. We apologized for the shipping timeframe and offered to discount one of the $59.99 installment payments due to the inconvenience but Ms. [redacted] declined. She was issued RA #[redacted] and advised that the RA# has a 2 week expiration date and the product must be returned by 10/14/15. At this time, Ms. [redacted] requested that we send her a return label and was advised that we do not have return labels and per the terms and conditions, customers are responsible for paying the shipping cost to send the product back to our company. As a courtesy, we offered to refund up to $10 for the shipping cost to return the product back to our company once Ms. [redacted] provides proof of return. We informed Ms. [redacted] to send the product back with regular standard shipping as it should not take 2 weeks to be delivered back to our facility. She has also been advised that the account will be refunded in full even though per the terms and conditions, the 30 day trial cost is non-refundable. As we have already advised Ms. [redacted], we will only cover up to $10 on the return shipping cost as a courtesy in good faith.

We have reviewed the account in question and according to [redacted] Tracking #[redacted], the product was delivered to the address on file on Thursday, December 14, 2017. The customer became upset with our company demanding an overnight shipment as well as made threats to bash our company. We...

emailed the customer a [redacted] claim form and advised him that he would have to fill it out since the tracking number shows delivered and we'll be more than happy to refund or reship the package. Unfortunately, the customer refused to fill out the [redacted] claim form and continued making threats and claimed we were scamming him.  It is unfortunate that the customer did not receive the product we had delivered to him and we definitely tried to right the wrong, but the customer was unhappy with our efforts.  We have submitted the claim form on his behalf and requesting a refund. Please allow 3-5 business days for the refund to appear.

We would like to sincerely apologize for any misunderstanding regarding this purchase. We have reviewed the call in question and found that the agent explained all terms and price points to the customer and he agreed by giving an electronic signature. We are a proud accredited member of the Revdex.com and...

as a courtesy in good faith due to this misunderstanding, we'll gladly make an exception and refund the non-refundable 30 day trial cost less the shipping and handling and processing fee. Thus far, the customer has only paid $77.86. Once the product is returned and processed in, a refund will be issued in the amount of $55.95 as the expedited shipping cost of $16.96 + the $4.96 processing fee will not be refunded.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,

Unfortunately it appears that the customer did not read the actual terms and conditions she checked off on and agreed to at time of purchase. The ordering process informed the customer in more than one spot during the ordering process about the [redacted] and the only way it could be missed is if the customer did not actually read what she agreed to. We will gladly walk the Revdex.com and the customer thru the same exact online ordering process to confirm that we never fraudulently enrolled her in our [redacted], nor do we prevent them from canceling as the club can be cancelled at anytime per the terms and conditions she agreed to. No further actions will be taken on this account.