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.   Sent: Monday, September 14, 2015 2:11 PM Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]   Thanks. I would like to keep this complaint open. At no time was I informed in the purchase process that I would need to pay them $350 for the trial product. It was implied I could order the trial at the trial price and cancel at anytime. The trial can not be ordered without checking the box that they use to ok the $350. It seems totally dishonest and designed to confuse consumers. If they put the $350 cost in the checkout procedure upfront I would have never have ordered it. I'm not seeing a previous email here from the Revdex.com. It comes into my GMAIL with the title INFO which looks like a lot of other emails. Thanks [redacted]
Regards,

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 2/4/2016 and assigned ID [redacted].
Regards,
[redacted]

Thank you for bringing this matter to our attention as customer satisfaction is of utmost importance to us here at Luminess. We have reviewed the account in question and below are our findings:   On January 29, 2018, Ms. [redacted] went to our website and placed an order for a moisturizer, Eraser...

and Brow and Root Cover Kit for $85.57. A few days later on February 1, 2018 she went back to our website and ordered a Luminess Professional Airbrush 3 Speed System 30 day trial for $29.95 plus $6.85 processing followed by 3 payments of $49.99 plus processing if the airbrush system is kept past the 30 day trial period. She also added Priority Shipping for an additional $7.95. Ms. [redacted] had the option to purchase the advertised 1 speed airbrush system 30 day trial for $19.95 plus processing followed by 3 payments of $39.99 plus processing, but “she chose” to upgrade to the 3 speed professional airbrush system in which she was advised was a different price. Ms. [redacted] was also enrolled into the makeup club in which she was informed starting 30 days from her order date, she will receive a 60 day supply of  airbrush foundations every other month at  $29.95 + S/H/P per month, which she could call to cancel at any time. The payment information is listed on the very first page, the terms and conditions she checked off on stating she has read, understands and accepts and on the final 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. On February 1, 2018 we also immediately followed up with a confirmation email to  [redacted] confirming all of Ms. [redacted] agreed upon purchase details. The makeup club replenishments can be cancelled at any given time and we would like to make it clear that we never informed Ms. [redacted] that she can’t cancel her makeup club until all of the agreed upon installments are made. Ms. [redacted] makeup club has been canceled out. Please note that cancelling out the makeup club does not cancel out the payments for the airbrush system.  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. A 30 day trial order becomes a final sale which is non-returnable and non-refundable once the 30 Day in home trial expires and any future balance becomes payable as agreed at the time of order.  On February 8, 2018, Ms. [redacted] notified our company that her airbrush system is not working and we sent her out a replacement free of cost and advised her to return the defective system which does not cost $17.83 to send back 1 compressor if shipped via regular mail. On February 19, 2018 Ms. [redacted] contacted our company to check the shipping status of her replacement and was advised that it was currently in route to her. Unfortunately, Ms. [redacted] was not happy with this answer and threatened the Revdex.com as well as to go to her bank.  She then requested to return the initial airbrush system and we provided her the link to request a Return Authorization Number to return the product and also advised her to simply refuse the replacement item (unopened) that was currently in route to her so that she does not have to pay to send it back. As long as the package is not opened, the carrier will take it back and charge the shipping to the company. If the customer opens the package, the carrier will charge the customer return shipping.   On February 21, 2018, Ms. [redacted] contacted our company questioning why she was charged $85.57 as she assumed we charged her for the replacement items. We explained that the $85.57 charge was from the order she placed herself on our website on January 29, 2018 as we sent the replacement items to her free of cost.   We are shocked to see the claims in which Ms. [redacted] is making against our company as we never scammed her or hid any fees and the price increased due to her upgrading the product, not us increasing it without her knowledge. We replaced the item free of cost, but per the agreed upon terms, all customers are responsible for paying return shipping.  As a courtesy, we informed Ms. [redacted] that we would cover up to $10 for the first replacement system that was shipped out to her, but she will have to send in the receipt referencing the account number #[redacted]. The second system was sent out due to Ms. [redacted] threatening to go to her bank as well as file a Revdex.com if she did not receive the replacement product sooner so we overnighted a 2nd system free of cost and advised her to refuse the second system so that she does not have to pay to return it (as long as the box is unopened). We value our customers and made attempts to take care of Ms. [redacted] concerns and saddened to see that our efforts resulted in this complaint.

We are a proud accredited member of the Revdex.com with an "A" rating and never scammed Ms. Steele as we fully disclosed all payment and terms information at the time of purchase and she checked off on and agreed to all terms. On October 19, 2016, Ms. Steele ordered a Luminess [redacted]...

[redacted] 30 day trial for $19.95 followed by 5 payments of $59.99 if the [redacted] is kept past the 30 day trial period. She also chose the option to upgrade to the [redacted] which caused the 30 day trial cost to increase by $10 as well as the installment payments following the 30 day trial period to increase by $10.  Ms. Steele also added an Airbrush Essential Kit for $29.99 as well as a Boost-it for $9.99. Once Ms. Steele agreed to the terms of the purchase and processed her order, we immediately followed up with a confirmation email to [email protected] confirming all of Ms. Steele’s agreed upon purchase details. Ms. Steele 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 $39.95 + 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 $39.95 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 [redacted] 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. Per the agreed upon terms and conditions, a 30 day trial order becomes a final sale which is non-returnable and non-refundable once the 30 Day in home trial expires and any future balance becomes payable as agreed at the time of order.  Our company never advised Ms. Steele that she could return the product anytime she wanted and it appears that she is getting the [redacted] 30 day trial terms mixed up with the makeup club terms. The makeup club can be cancelled at any time, but the [redacted] has a 30 day trial period for return.  We received a call from Ms. Steele on January 5, 2017 requesting to return the product that was ordered in October 2016. The agent advised her that the product is ineligible for return due to the 30 day trial period expiring.  To date, Ms. Steele has made 2 of the 5 agreed upon payments and has 3 remaining. As a courtesy in good faith, on January 5, 2017 we waived Ms. Steele’s remaining 2 payments and she only has 1 payment remaining and the [redacted] will be considered “paid in full”. To bring closure to this misunderstanding, we’ll gladly extend another courtesy and waive out the final payment due giving Ms. Steele a discount of $227.67 off of the total cost of her [redacted] she currently has in her possession.  The [redacted] is now considered “paid in full”.  The makeup club is also cancelled out and Ms. Steele will have no further charges or shipments on this account from our company.

Please note that we have no record of [redacted] calling our company to request a return authorization. Our business hours are Monday-Friday between the hours of 8:30a-5:30p CST. Please have [redacted] give us a call at [redacted] and we'll gladly assist him with the return of the...

product.

On October 10, 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. Unfortunately it appears that Ms. [redacted] did not actually read the payment and terms information in which she checked off on and agreed to. 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. Ms. [redacted] refused the makeup club package and sent it back to our company and we processed in a refund of $29.95.  We are still waiting on the return of the airbrush system and once returned; it will be processed in and refunded as promised.  As a courtesy in good faith, we will refund the installment that was charged after the product was kept past the 30 day trial period.  We will also make the exception and refund the non-refundable 30 day trial cost once the product is actually returned back to our facility and processed in.  Please have Ms. [redacted] provide proof of return for the airbrush system and we will gladly expedite the refund request for the trial cost.

We would like to sincerely apologize for this misunderstanding as the order was processed in as refused and a restocking fee was assessed. It was definitely not intentional and we have refunded the account in full in the amount of  $44.36. The 30 day trial cost is non-refundable, but due to...

this misunderstanding the account has been fully refunded for the airbrush system.  Please note that refunds can only be issued back to the same credit card issued at time of purchase.  The credit card company will have to send the customer a check if the account is now closed. Please allow 3-5 business days for the refund to appear.

We have reviewed the account in question and below are our findings:   We would like to point out that our TV offer is for the Luminess Airbrush System (1 speed) 30 day trial for $19.95 followed by 5 payments of $59.99 if the airbrush system is kept past the 30 day timeframe. On January 7,...

2017, a person by the name of [redacted] and ordered the upgraded Luminess Professional Airbrush System (3 speed) 30 day trial for $29.95 followed by 5 payments of $69.99 if the airbrush system is kept past the 30 day trial period. The payment information is listed on the very first page [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 [redacted]’s agreed upon purchase details.   [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. Per the agreed upon terms and conditions, a 30 day trial order becomes a final sale which is non-returnable and non-refundable once the 30 Day in home trial expires and any future balance becomes payable as agreed at the time of order.  On January 18, 2017, [redacted] called in requesting the cancel the makeup club and we cancelled it out immediately per her request and she never received any makeup replenishments from our company. Please note that cancelling out the makeup club does not cancel out the agreed upon payments for the airbrush system if kept past the 30 day trial period.  On February 10, [redacted] called and spoke to our company requesting a “Return Authorization Number” to return the airbrush system. The agent provided [redacted] with the return authorization number along with instructions informing her that the return number has a 2 week expiration date and it must be returned back to our facility by February 24, 2017, if not she would be responsible for the agreed upon charges for the airbrush system. Unfortunately, [redacted] did not return the product in February and therefore, she was responsible for the agreed upon payments for the airbrush system she had in her possession.  In April, our company was notified by [redacted]’s credit card company informing us that she disputed one of the 2 agreed upon installment payments following the 30 day trial period in which she reported to her credit card company that she “cancelled” the order.  [redacted]’s never returned the product in February as instructed and was only being charged for the agreed upon payments. As a courtesy in good faith, we’ll make an exception and refund the installment in which [redacted]’s did not dispute in the amount of $72.94, but no further refunds can be issued on this account.      Please note that we are a proud accredited member of the Revdex.com and can assure you that all payments and terms were disclosed to [redacted]’s at the time of purchase.  Unfortunately, it appears that [redacted]’s did not actually read the payment information and terms in which she agreed to at the time of purchase and we would like to sincerely apologize for this misunderstanding.   Please allow 3-5 business days for the refund of $72.94 to appear back to the credit card used at the time of purchase.

[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.  I await my refund before accepting this matter as closed.

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,
I ONLY WISH TO RETURN THIS PERIOD

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.

Please note that the only contact after the initial order that we show from Mrs. [redacted] was on 11/17/2015, which is when she was issued a Return Authorization number. Unfortunately it appears that she did not actually read the terms and payment information in which she checked off on and agreed to...

at time of purchase. On 11/8/2015, Mrs. [redacted] went to our website and ordered a Professional Luminess Airbrush System 30 day trial for $29.95 followed by 5 payments of $69.99 plus $2.95 processing fee per installment. If she decides to keep the system after the 30 day trial period. The payment information is listed on the very first page, the terms and conditions she checked off on stating she has read, understands and accepts, the up sell pages and also on the final Checkout page which confirms all agreed upon order details prior to Mrs. [redacted] confirming her order. All of this information was disclosed to Mrs. [redacted] at time of purchase and we’ll gladly walk the Revdex.com thru the online ordering process to confirm.
All of our customers are given 30 days to try our airbrush system and in the event they aren’t satisfied with it, send it back and owe nothing further.
We have received and processed the return of the Luminess Air system, per the terms and conditions, the 30 day trial cost of $29.95+ $4.96 processing fee is non-refundable. Customers are also responsible for paying the shipping cost to send the product back to our company. As a courtesy in good faith due to the confusion, we will gladly refund Mrs. [redacted] the $34.91 which is the trial cost along with the processing fee. Please allow 3-5 business days for the $34.91 refund to appear.

[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.  this could of been resolved had they taken my calls or called me back.  I did not see the added notes on the [redacted] as their ad was misleading.  The only call they will take is if you are ordering product and if you try to talk to that department they transfer you without letting you even talk to them and then you go on hold and never get a call back.  I will send the unit back.  I thank you for your help.Thank you[redacted]

Please note that [redacted] called our company on February 3, 2016 and ordered a Luminess [redacted] 30 day trial for $19.95 followed by 5 payments of $59.99 if the system is kept past the 30 day trial period.  [redacted] called our company on February 23, 2016 requesting a return...

authorization number and was provided [redacted] The agent provided [redacted] with the return instructions and advised her that the product must be returned back to our facility by March 8, 2016. To date, we have not received the returned product back to our facility and this is the reason [redacted] was charged for the [redacted] after the RA# expired. [redacted] currently has 1 payment remaining and the [redacted] will be paid in full. As a courtesy in good faith we will waive the remaining payment due. We cannot issue any refunds on this account due to the product never being returned back to our facility and we are requesting proof of return such as a tracking number. Please provide the proof of return via this forum. We look forward to bringing a resolution to this matter.

We have reviewed the account in question. Ms. Young only paid the trial cost and per the agreed upon terms and conditions, the [redacted] trial cost to try the product is non-refundable.  As a courtesy in good faith, we'll make an exception and refund the ** day trial cost in full. Please...

allow 3-5 business days for the refund to appear. Please note that we have already provided Ms.Young with this information.

Please note that we have issued a refund for the defective unit, the non-refundable 30 day trial cost and the makeup club shipment  to bring closure to this matter..... the total refund will be $92.92. We would like to apologize for any misunderstanding regarding this matter, but unfortunately...

the system came back defective and this is why the $20 was withheld.  Also, per the agreed upon terms and conditions the 30 day trial cost as well as makeup club shipments are non-refundable, but we have made an exception in good faith and refunded the account in full. Please note that we will not be refunding the return shipping cost of $19.45 as customers are responsible for paying return shipping to ship the product back to our company. We would like to sincerely apologize again for any misunderstanding regarding this matter and have called and provided this information to [redacted] Please allow 3-5 business days for the refund of $92.92 to appear back to the credit card used at time of purchase.

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.  
I called customer service on November 08, 2015 to cancel the order due to the extended financial responsibilities following the initial order. On November 9, I was charged $34.91 to my checking account despite my call. On November 10, I sent an email to customer service. Nothing had been assigned to delivery. Four days after I cancelled the order, On Nov. 12. 2015, I received a notification from [redacted] for shipment. I had to call Luminess customer service from work to explain the situation. She gave me the information I needed to send the product back in order to get a refund, however I would have to pay the shipping fee for sending it back. Because I called within a short period of time to cancel the order, I should not have to pay the shipping cost to return a product that should not have been mailed out. I have attached the email communication links showing the communication I had with the customer service department...long before my email on Nov. 11, 2015.
This company should be held responsible for their customer service representatives. My order had not been submitted to [redacted] for several days and I cancelled this order within the same day of order..and my bank account was charged the day after I cancelled the order.  I believe I should be reimbursed the #34.91 charged to my checking account including the $9.71 shipping cost for me to return the product.
Regards,
Debra [redacted]

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,
 Luminess has refunded the $42.94, but has not yet refunded the $27.80 initially debited from my account for the returned product. Luminess claims they have not yet received the package, and I have brought this to the attention of the US post office where I had returned the unopened package. The post office has launched a search for the package returned on January 19th, 2018 at zip code 73162. The package may have been delivered to my address through [redacted], but was returned by me unopened on the 19th of January through US Postal Service. It may be because the package was not returned through [redacted] that it has taken so long. I do not know why for sure, but the matter has been brought to the US Postal Service's attention.

Please note that our infomercial advertises a “30 day trial” for $19.95. We have several different airbrush systems for customers to choose from when they call in or go online to purchase and depending on which airbrush system they choose, the prices are indeed disclosed upfront and customers have...

the option to not place the order if they do not agree with the terms and/or price points. Unfortunately, it appears that Ms. [redacted] did not actually read the terms and payment information in which she checked off on and agreed to at time of purchase. On 9/7/15, Ms. [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 she decides to keep the system after the 30 day trial period. The payment information is listed on the very first page, the terms and conditions she checked off on stating she has read, understands and accepts and also on the final Checkout page which confirms all agreed upon order details prior to Ms. [redacted] confirming her order. We also immediately followed up with a confirmation email to A[redacted].NET confirming her purchase details. All of our customers are given 30 days to try our airbrush system and in the event they aren’t satisfied with it, send it back and owe nothing further. If the customer decides to keep the airbrush system after the 30 day trial period, it will be followed by the agreed upon installment payments until the airbrush system is paid for in full.
We received a call from Ms. [redacted] on 9/21/15 and due to high call volume advised her that we will return her call within 24-48hrs. We called Ms. [redacted] back on 9/23/15 as promised and left her a voicemail; please have her check her voicemail to confirm that we did indeed return her call. Ms. [redacted] clled back on 9/25/15 and requested a Return Authorization #. We provided her with the number along with the instructions and advised her that the RA# has a 2 week expiration date and must be returned by 10/9/15. Per the terms and conditions in which Ms. [redacted] checked off on and agreed to, the 30 day trial is non-refundable. As a courtesy in good faith due to this misunderstanding, we’ll gladly refund the 30 day trial cost once the product is returned and processed in. We believe in full disclosure and all information was disclosed upfront and we sincerely apologize if Ms. [redacted] was unaware of what she agreed to at time of purchase. We are a proud A+ Accredited Business of the Revdex.com and hope that Ms. [redacted] gives our company another chance in the future.

Please note that [redacted] called our company on August 5, 2014 and placed an order for our Luminess Airbrush System 30 day trial for $19.95 followed by 5 payments of $59.99. Ms. [redacted] was also informed that after her 30 day trial period she would receive a 60 day supply of airbrush...

foundations every other month at the guaranteed low price of just $29.95 + $2.95 S/H/P per month charged to the credit or debit card she used at time of purchase. She was told that she there is no commitment or minimum to buy and that she could change or cancel the club by contacting customer service and she agreed. All of our customers are given 30 days to try our airbrush system and in the event they aren’t satisfied with it, send it back and owe nothing further. If the customer decides to keep the airbrush system after the 30 day trial period, in which Ms. [redacted] did, it will be followed by the agreed upon payments until the airbrush system is paid for in full.
On 9/17/14 Ms. [redacted] called in requesting to return the airbrush system stating she likes it, but could not afford it. She informed the agent that she really liked the product but the $59.99 installment payments were too much for her to pay. As a courtesy, the agent spoke to upper management and we made a one time exception and waived Ms. [redacted]’s entire balance for her airbrush system giving her a discount of $259.96 and all she paid was $84.90 (30 day trial $19.95 + $59.99 installment) and we are really shocked to see that she has filed this Revdex.com complaint against our company. We did not hear from Ms. [redacted] regarding her makeup club shipments until 6/8/15 and 6/9/15 in which she requested to cancel out the makeup club and demanded a refund. We immediately cancelled it out per her request and even though makeup is a final sale and cannot be returned, we made a good faith effort and already informed Ms. [redacted] that she could return her last 2 unopened club shipments for a full refund, but we cannot accept the 1 club shipment that was sent in 2014. We will even make an exception by refunding the last 2 club shipments right now, but Ms. [redacted] must return the shipments to prevent from being charged again. Please allow 3-5 business days for the refund of $105.18 to appear.
Ms. [redacted] did indeed authorize these charges and we have the recorded phone call readily available to confirm. We also called Ms. [redacted] and left a voicemail informing her that we would love the opportunity to review the recorded call with her to clear up this confusion. We sincerely apologize for this misunderstanding.