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.  Aa I stated many times, I returned the product in the allowed time frame. I used your original packaging and clearly wrote the return authorization number on the outside of the box. I provided proof of the return through [redacted]. I want my money returned. 
[Provide details of why you are not satisfied with this resolution.]
Regards,

On 3/25/16, Ms. K[redacted]-[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. We have never advertised the full purchase price of $19.99 as we advertise a “30 day...

trial” for $19.95 and after the trial it will be followed by the agreed upon payments until the airbrush system is paid in full. The payment information and breakdown is listed on the very first page, the terms and conditions Ms. K[redacted]-[redacted] checked off on stating she has read 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 her purchase details.
We received a call from Ms. K[redacted]-[redacted] on 4/6/15 stating she was unaware of the full purchase price. The agent apologized and offered to show Ms. K[redacted]-[redacted] our website to assure her that all payment details and terms following the 30 day trial period were disclosed upfront. As a courtesy due to Ms. K[redacted]-[redacted] not being aware of what she agreed to at time of purchase, the agent waived 2 of her payments giving a discount of $131.78 off of the airbrush system. We broke the remaining payments up into smaller payments for Ms. K[redacted]-[redacted] until the airbrush system is paid in full. We would like to sincerely apologize for any misunderstanding regarding the ordering process.

As previously stated, A 25% restocking fee is only assessed on refused packages or if the product is not returned by the due date.As long as the product is returned in time the customer will not be assessed a restocking fee.  This matter is considered resolved and closed.

[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 just want to add that the representative that I spoke to never said this would be a final sale.  She confirmed three different times that I could return the product.  But, I do want to thank the Revdex.com for helping me with this and I want to say to  company thank you for following through with the original agreement and allowing me to return the product. I would also suggest that they listen to the recordings and inform the representatives to make sure they're giving honest answers to the customer so this doesn't happen again and make sure that if it's a final sale it doesn't say "trial" this is misleading since a trial means you can try  it and in the terms and conditions (that I did read) when I bought it clearly said I could return it if I do it  in my "trial period" and get a refund if I wasnt 100% satisfied and if it was a final offer then why would there be any trial at all? It would be called a final sale that would be made in payments and the word trial should've never even been a part of this at all! Thank you again Revdex.com! [redacted]

Thank you for your response. Unfortunately, the customer did not comply with the return instructions as per the terms in which she agreed to at the time of purchase we recommend that customers send their return via a shipping method that can be tracked with proof of delivery. As a courtesy in good faith to bring closure to this matter since the customer does not have the tracking information, we have made an exception and waived the final installment which is due June 15, 2018 and the account is now paid in full. This matter is considered resolved and closed.

As previously stated in our response to this complaint, Please have Ms. [redacted] provide the actual police report that states this airbrush system in question was fraudulently ordered on March 8, 2014 and we’ll gladly review the information. According to our records, on March 8, 2014 a person by the name of [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 if the airbrush system is kept past the 30 day trial period. The person who placed the order online had the package delivered to the physical address and email address below: [redacted], MURPHY NC [redacted] PHONE: [redacted] EMAIL: [redacted] The claim in which she made raised questions because normally if fraud occurs, the person who actually committed the fraud would not have the package delivered to the home in which they broke into as well as use the persons email address to receive delivery confirmation. We look forward to bringing a resolution to this matter.

[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 do apologize I do see that now, and my daughter did not apparently see that. I wish we could have had someone on the phone tell us this. I do still disagree with that process, but I do see it now that she has given that to me and Ive re read it with her. I do feel shipping costs shouldn't be excluded from a non working product still covered under a year warranty but since it is on there I will tell her she will need to pay the shipping if she is going to use the product. AGAIN this complaint was not in regards to the product as far as make up and quality. We LOVE the product/quality and make up it works wonderfully, it was just the expectance of consumer paying the shipping to return and receive the working product that was it. Will let my daughter decide form here on what to do.

Please note we are unsure what Ms. [redacted] is referring to when stating our pricing is a lie. On November 11, 2016 a person by the name of [redacted] went to our [redacted] 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 at time of purchase and we sincerely apologize for this misunderstanding. Club verbiage provided to Ms. [redacted] 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. Please have Ms. [redacted] 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. Thank you.

Thank you for bringing this matter to our attention.  According to our records a person by the name of Mallory [redacted] went to our website on July 16, 2016 and ordered a [redacted]...

[redacted] On August 31, 2016 Ms. [redacted] called in requesting a [redacted]  The agent provided her with R[redacted]  The Return Authorization Numbers have a 2 week expiration date and the product was to be returned by September 14, 2016.  To date we have not received the returned product and asking for proof such as a tracking number confirming Ms. [redacted] returned the product back to our company.  On September 2, 2016 Ms. [redacted] took to social media advising our company that she is returning the product and requested a refund for the installment that was charged. We refunded the installment with intent the product was being returned back to our company.  Due to the product not being returned, Ms. [redacted] was still responsible for the agreed upon installment payments until the airbrush system is paid for in full.  Months later on November 16, 2016 Ms. [redacted] sent an email requesting a [redacted] We cannot issue another Return Authorization number as she was already given one in on August 31, 2016.  Ms. [redacted] currently has installments remaining and as a courtesy to bring closure to this matter we offered to discount her balance leaving her with only 1 installment remaining. Ms. [redacted] refused this offer.  To bring closure to this matter we will waive the remaining balance and the account is now considered “paid in full”. We cannot issue any refunds due to the product never being returned back to our facility.

Please note we recieved an email from Ms. [redacted] and this was our response to the claim:  Good Morning Ms. [redacted] I would like to sincerely apologize for any misunderstanding regarding our advertised 30 day trial offer. We are a proud accredited member of the Revdex.com with an "A" rating and...

never falsely advertised our product as we believe in full disclosure and can assure you that all payment information and terms were disclosed at time of purchase. I  have reviewed your account in question and below are my findings. On June 19, 2016 a person by the name of Michael [redacted] went to our website and ordered a Luminess Professional Edition Airbrush System 30 day trial for $29.95 followed by 5 payments of $69.99 (plus processing fee) if the airbrush system is kept past the 30 day trial period. The initial offer was for a Luminess Basic Airbrush System 30 day trial for $19.95 followed by 5 payments of $59.99, but Mr. [redacted] chose the option to upgrade to the Professional Airbrush System which caused the 30 day trial cost and installment payments to increase.  The payment information is listed on the very first page, the terms and conditions he checked off on stating he 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 Mr. [redacted]'s  agreed upon purchase details.  Mr. [redacted] was also given the exact verbiage below regarding the Luminess Air Club in which he checked off on the terms and conditions stating he 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.  He 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 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.  Unfortunately it appears that whomever made the purchase on June 19, 2016 did not actually read the payment information and terms and conditions in which they checked off on and agreed to and we sincerely apologize for this misunderstanding. We cancelled the makeup club on August 3, 2016 as requested, but this does not cancel out the payments towards the actual airbrush system.  Due to the misunderstanding I'll be more than happy to work with you on this matter. Since the 30 day trial period for return has already expired,  I will still allow the return, but a 25% restocking fee will be assessed off of the full purchase price.  This pretty much means you will not be refunded any money, but you will no longer be responsible for the remaining 4 payments.  Another option I can do is discount the airbrush system for you to make it more affordable. As of now you have 4 payments remaining, I can discount 2 of them and this would only leave you with 2 installment payments remaining. I hope this response helps clear up any confusion regarding our 30 day trial offer.  Please let me know if you would like to keep the airbrush system or return it and we'll go from there.  Again I would like to sincerely apologize for this misunderstanding regarding our 30 day trial offer.    Regards, Alana [redacted]Director of Customer Relations

Please note that we have spoken to the customer regarding this matter. On 8/20/15 the customer called and informed us that she had an allergic reaction to our product and requested to return it. We issued her Return Authorization #[redacted] and provided her with the return instructions. She...

was informed that the return authorization number has a 2 week expiration date and hers expired on 9/3/15. Unfortunately to date, we have not received our product back and this is the reason why the customer was charged. We spoke to her regarding this matter on 9/17/15 and she was advised that we have not received the product back to our facility and we requested proof such as a tracking number to see what happened to the package since it was never returned back to us. The airbrush system is paid in full, but as a courtesy in good faith we'll refund the last 2 installments of $62.94 giving her a refund of $125.88. No further refunds will be given on this account until we are provided proof of the return. We would like to sincerely apologize for any misunderstanding regarding this matter and will gladly refund the difference once we receive proof of return.

We have reviewed the account in question and below are our findings: Over a year ago on February 2, 2016, a person by the name of [redacted]  went to our website via her mobile (cell phone)  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. Ms. Reynold’s also upgraded to the [redacted] for an additional $10 on the 30 day trial cost and per installment payment. The payment information is listed on the very first page she came to, the terms and conditions that were checked off on which states I have read, understand and accept 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. Reynolds agreed upon purchase details.   Ms. Reynolds was also giving the following information below regarding the Luminess Air Club in which she checked off on the terms and conditions stating she has read and accept.   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 $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 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 March 16, 2016 we reached out to Ms. Reynold’s as her first installment payment following the 30 day trial period declined. Ms. Reynold’s refused to make a payment and was advised that the airbrush system must be returned if she does not want to be responsible for the installment payments. On April 12, 2016, we spoke to Ms. Reynold’s again regarding her past due account and unfortunately,  Ms. Reynold’s began yelling out the agent and refused to make a payment again. Ms. Reynold’s was outside of the 30 day trial period for return, but as a courtesy the agent waived 2 of her payments giving her a discount of $151.78 off of the total cost of the airbrush system and she currently has 3 payments remaining that are currently past due. To date, Ms. Reynold’s has not made any of the agreed upon payments and we have made numerous unsuccessful collection attempts to prevent the account from being turned over to collections.  We reached out to Ms. Reynold’s on February 16, 2017 regarding her past due balance and unfortunately she began yelling obscenities at the agent and the call was disconnected.    We are a proud accredited business of the Revdex.com and can assure you that all payment information and terms were disclosed to Ms. Reynold’s upfront at the time of purchase. Unfortunately, it appears that she did not actually read the payment information and terms in which she agreed to and we apologize for this misunderstanding.  Ms. Reynold’s has had the product over a year and it is ineligible for return.  Please have Ms. Reynold’s contact us regarding her account and we’ll gladly customize a payment plan for her to prevent the account from being turned over to collections.

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,
  Response is being rejected due to you lying. We have documentation and you stated that you received it yesterday and you were looking right at it so not sure why your company continues to lie. Writing bad reviews aren’t threats, perhaps your knowledge in customer service needs to be expanded? You have many bad reviews of people calling you scam artists not just us. That does not change your decision to lie to Revdex.com stating you never received emails that you did.

Please note that we spoke to [redacted] regarding this matter 1/19/15. We would like to sincerely apologize again due to the error that was made on her account. On 10/7/15 [redacted] went online and ordered a Luminess Airbrush System 30 day trial for $19.95 followed by 5 payments of $59.99 if...

the airbrush system was kept past the 30 day trial period. She was also informed about the makeup club in which replenishments would ship out every other month at $39.95 plus $5.11 S/H/P per month and customer must call in to request cancellation of the makeup club. On 10//21/15 we received a call from [redacted] informing us that she saw an advertisement of our system for 5 payments of $29.95 instead of 5 payments of $59.99. As a courtesy, the agent did a pricematch and allowed [redacted] to purchase the system for only $149.99 instead of the $319.90 she originally agreed to. Unfortunately, the agent failed to waive out 2 of the $59.99 installments and [redacted] account was charged in error. As soon as she brought the matter to our attention on 1/19/16 we apologized for the error and issued a refund for the 2 installments ($125.88). Please allow 3-5 business days for the refund to appear. [redacted] called our company regarding the $45.06 makeup club charge stating she does not want the replenishments and we immediately cancelled it out and refunded the $45.06 back to her account on 11/25/15. We value our customers and can assure you that this is not a standard business practice and we apologize if [redacted] feels otherwise. Due to the misunderstanding we have also sent out a good bag for the agent error.

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: Tuesday, September 15, 2015 7:34 PM To: drteam Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted] Thank you very much. I was going to reiterate my position. My wife saw the ad. She asked me to buy the product. I went online and selected the product. I saw that it has a checkbox where I needed to cancel the trial to avoid continuing payments. To order the trial you have to check the box. I ordered the makeup. The next day I called to cancel the trial and just pay for the makeup sent. The customer service representative refused to cancel the trial membership. I had to insist and advise them I would contact the consumer agencies here in the state if they didn't cancel the same day. They said I had to wait until the first shipment. I still insisted. Finally the customer service representative called a manager in who did cancel the trial. I followed up with two emails to them to avoid the billings. Neither of which they responded to. Then I was billed.  I didn't sign up for two trials nor did I know I was signing up for a $350 purchased that apparently I can't cancel even through they said I could. In all honesty they should just drop the order completely and refund all my  money to me. The offer functions as a bait and switch operation. I buy from Amazon all the time and never have 1/100 the issues that this type of company creates.Thanks [redacted]

Please note that one of the club charges was already refunded on 7/19/16. We have issued a refund for the 4 remaining club charges in the amount of $151.82. Please allow 3-5 business days for the 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 ,does not make me happy completlybut is all the satisfaction I will get. Product was put in mail 6/23/15 for return. I guess I will have to cancel my debit card so no more charges go against it.  
[redacted]

We are surprised to see that a Revdex.com complaint was filed regarding this matter. The customer was sent out a replacement and unfortunately reported that the product is still not working and requested a Return Authorization Number. We provided her with Return Authorization Number [redacted] and...

informed her that the product must be returned back to our facility by March 17, 2017. A 25% restocking fee is only assessed on refused packages or if the product is not returned by the due date.  According to the terms, the cost to try the product is non-refundable, but as a courtesy due to the inconvenience we are issuing a full refund once the product is returned and processed in.

On 2/2/16, [redacted] went to our website and ordered a [redacted] we had on sale for only 3 payments of $43.00 and per the terms and conditions checked off on and agreed to at time of purchase it is a final sale. The normal cost of this same exact airbrush system...

$329.90. We received a call from [redacted] stating she did not like the foundation in which she received. As a courtesy, the agent sent her out a different foundation finish for free and pushed back her 1st installment due date. The agent explained that due to the discounted offer there isn’t a trial period for this purchase, but she agreed to adjust her payments to the 25th of each month. We are making an exception in good faith and allowing [redacted] to return this discounted final sale system. Once returned a full refund will be issued on this account. We tried calling [redacted] to provide her with the return instructions. We also emailed her [redacted] The airbrush system must be returned back to our facility by 4/25/16. We would like to apologize for any misunderstanding regarding this matter.

[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.  The only additional thing I have to say is, that, in their TV commercial they only mentioned an introductory price. That is why I fell into this trap.I want to thank you for all the help you gave me. I really appreciate what you can do for us," the little people". I have already sent back the product, so, once I receive my refund, I will consider this case closed.Thank you again.[redacted]