Living Scriptures, Inc.

After reviewing Ms. [redacted]'s account we have decided to cancel our her order. We just resent back out the shipment to her that she can refuse package. I have made few attempts to get a hold of Ms. [redacted]. If she would at her earliest convenience call and ask for the Manager of the department . Our...

office hours are Monday through Friday 9:00 am to 5:00 pm MST.

At the time the customer signed up for the product we did not offer a streaming service.  The streaming service was still in the beta phase.  For customers that purchased the DVDs while we were building the streaming, we offered them free streaming for the duration of the agreement. ...

It looks like the customer signed the agreement back in April of 2015.  We didn't launch our streaming only service until earlier this year.  Although we wouldn't be able to just cancel the agreement the customer entered into, we could discount the future DVDs to $19.95 instead of $29.99.  The customer's account is currently past due.  Once the customer's account becomes current we would be happy to make that adjustment on the customers account.

I have attached the agreement that Mr. [redacted] signed back on 6-23-15.  It's states the 3 business days in order to cancel the agreement. Mr. [redacted] can exercise his right to the Liquidated Damage cause line 13 on the second page of the agreement. He may contact the collection department...

to do so. The account became delinquent back in March 2016 and was brought current in August.  Monthly statements and telephone calls were made in attempt to collect. A notice was mailed out in May to notify Mr. [redacted] that the account would reflect negatively if payment was not made. We are willing to make an exception to clear the delinquent due to Mr. Haddock's claim that his credit card needed to be updated due changing bank cards.

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.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. On 9/12/17, I called customer service twice and spoke with Jordan and ? a lady ?,  which I requested a cancellation statement/bill in writing.  I was told by Jordan that he would be sending it to my email.  Nothing.   So I sent an email to customer service , again requesting a cancellation notice be sent.  No response. This is ridiculous!  Before I send payment, I want a cancellation notice stating the FINAL cancellation amount of $180 (per response from L.Script)   AND that I will no longer receive any more shipments or bills!!!  After the shady service and lack of communication  I have received, I need this $180 amount in writing.   Send this to my email address at   [email protected]  (three words)
Sincerely,
[redacted]As I was typing this response, I called Living Scriptures to get the name of the gal I spoke with that said she would send my cancellation notice.  I was on hold for 15 min.  Wow! Really!?    Because I only have 30 min. to respond to Revdex.com, I had to hang up.

Mr. S[redacted] entered into his agreement back
in April 2013. I have enclosed a copy of his agreement and statement history.
 As noted on the statement history Mr. S[redacted] has paid several on time
payments. Our records show that in April of this year our sales department has
spoken to Mr....

S[redacted]. He expressed his feelings toward the DVDs he is
purchasing. He was offered to talk to our customer service department and he
declined. We have noted that on August 18th of this year that Mr. S[redacted] and
called in regarding a bill that was sent out and expressed how unhappy he was.
 I had called him back myself to get information of what the issue was
that he was having. He expressed that we was taking further actions regarding
the contract 
 We have been in business 40 plus
years. We started out with VHS and Cassette tapes. A long the way with times
changing we had moved into DVDs and CD's.  As times have changed once
again we have improved our DVDs starting back in 2004 to what we call the
" Complete Learning System". What this entails is quizzes with 3
levels and movie clips as well has scriptural references. This feature was never
on the VHS version. Then once again we did another update with one of our
series to a digitally restored widescreen.  At the time Mr. S[redacted] entered
into his agreement we had the completion of the newest version for one the
series he was receiving. We are in the process of restoring all animation DVDs.
 We are willing to exchange the other
DVDs that Mr. S[redacted] has to the digitally restored revision. We are willing  to set up his account for free access to streaming for the life of his order.

Living Scriptures is not affiliated with any church.  Customers have thought that representatives use ward lists; however, this is against our business practices and guidelines.  Any salesman violating those guidelines would be reprimanded.  Many customers don't know that we have...

customers all over the nation, and those customers refer their friends and family in the area if they feel they would benefit and enjoy the product.I have attached a copy of the customer's agreement.  You will see that she initialed the box indicating that she understood the obligation to purchase the product she ordered.  On the contract you will also notice on the bottom of the first and second page the cancellation period clearly outlined with her signature on both pages.  In November 2015 Mrs [redacted] did call and request a hardship hold.  After the hold came off the payments no longer went through, and the account has now become delinquent.  Although we are not able to cancel the customer's account as requested, per the terms of the agreement that she signed, we are willing to work out a payment schedule to bring her account back to current.  If Mrs. [redacted] would like to do this please contact our customer service department at 801-627-2000 within the next 14 days.

Saturday 9/16 a developer that was new to our site made some unscheduled changes and broke our CDN (this allows movies to play).  Our streaming team was able to catch the issue quickly and made the proper changes to fix the issue within a few hours.  Unfortunately because our DNS was...

effected it can take up to 48 hours for all of our users to be updated, which would have been Tuesday morning around 12:15am.  The rep should have informed you of this and we apologize they did not.  We have handled the issue with the rep on our end.  If you are still having issues streaming please let us know as this should have been resolved.  We deeply apologize for this.  We know Saturday and Sunday are our peak times and this should have not happened.  For your inconvenience we have given you an additional 30 days of streaming free. .

The customer's wife did call in September and said she would pay the $32.01 and we would close the account.  There was no payment information exchanged on the call at that time.  The account was cancelled with a balance of $32.01.  We have closed the customer's account and have waived...

the amount owing of $32.01, so there is no balance remaining on the account.  The billing department manager did try to reach out to the customer twice since 11/7/17, but was unsuccessful.  The billing and sales department are two different departments.  If you have any further issues please reach out to our billing department at 800-548-4647.  Our office is open Monday through Friday 9am-5pm MST.

I have placed a phone call today for Ms. [redacted] to contact me. Most orders of ours go out USPS. Once order reaches a certain dollar amount they are shipped out UPS. We became aware of an issue the first week in August that all orders that were being shipped to a different location then the billing...

address were not shipping. We did ship the product out the first week of August. I am not sure if the order has arrived but if Ms. [redacted] would contact the Customer Service Manager we can make the arrangements to get her back a full refund.

Complaint: [redacted]
I am rejecting this response because this business has many complaints. I have reasonably asked to have this situation resolved by terminating the account. I do not recall ever saying I agreed to pay any amount in full if I cancelled early. I asked this business to provide recordings and/or transcripts and they have not complied. They have breached their contract in my opinion by providing poorly made merchandise, poor customer service and many threats to attempt to ruin my credit. I guess we will see each other in court in a class action law suit. Good Luck Living Scriptures
Sincerely,
[redacted]

I have attached Ms. [redacted] purchase order. She entered into the agreement in 12-2012. At this point her account is past due for shipments shipped from March and April 2015.  We have spoken to her on February 3, 2016. This is the second time through out her account we have spoken.  She had...

asked if she could cancel her account. We have given her the option to settle the account for fee of $[redacted]. We are not attempting to collect the third of the remainder. She has the option to cancel with the amount paid ( noted in agreement line #13 Liquidated Damages). I would like to work out a solution with Ms. [redacted] if she could call at ask for myself. My name is Rae jean.   I attempted to call her however, the number we have on file in a non working number.  Our toll free number is ###-###-####.

[redacted] entered in his agreement back in March of 2015. I have attached the signed contract. I have also attached an itemized statement with the actual date that  the bonuses were shipped out (6-4-2015). The reason for the delay of the free items was that there was an issue with the first...

payment clearing.  On 4-6-15 we had Spoken to Mr. [redacted] and he had told us to try the credit  card again. At that time we had verified  the order he entered into. He had agree over the telephone that the order was correct and that he understood he agreed for what he signed up for. We also explained to him if he were to pay the entire account in full he could receive a discount.  The agreement that Mr. [redacted] entered into was he was going to buy series of DVDs and receive 1 DVD every four weeks until completed. There was several cases sent to Mr. [redacted] that came empty.  They hold multiple  DVDs. Once the contract is completed all the empty case will be complete.  We have also sent 2 monthly shipments on 6-4-15 and 7-23-15. These were never paid for and the account continued to age as past due. The second time we had ever spoken to Mr. [redacted] was not until January 25, 2016. It was explained to him we were not able cancel the order. The same day Mrs. [redacted] called back in and we had the same discussion. It was explained in order to cancel the account that an settlement would have to be made. This settlement still can be  honored and we can accept payments.

I contacted Ms. S[redacted] by telephone and left a message for her to
contact me. I have listed her telephone number as a no contact. I have also
forward this complaint to our Management team so they can look into if
additional training is needed.  Ms.
S[redacted] called into redeem her free DVD back...

in May 2015. Our sales person asked
if she knew of us and had any of our products. 
Ms. S[redacted] stated she was aware of who we are and was interested in our
products but not at this time.  A nice
conversation was back and forth with Ms. S[redacted], and our sales person proceeded
to present her with what she could offer. Ms. S[redacted] had declined at that time and
expressed she had only wanted to verify her address for the free DVD. We have
made a few attempt months later to contact her with no success. I have stopped
the calls from calling her number. If Ms. S[redacted] would like to contact myself at
customer service she can ask for Rae jean at [redacted].

Complaint: [redacted]
I am rejecting this response because:Business providing generic "scripted" response to consumer complaint. Business is not concerned with resolving the matter.
Sincerely,
[redacted]

While I appreciate the gesture, I've had the streaming app on IOS downloaded since Aug 2015.  It was lunched within weeks of my agreement.  As I mentioned in my previous correspondence, I made it very clear to the salesman that I had no interest in DVDs and I would wait for streaming.  I was told that the company will never launch a streaming product and the only way to ever get it is with DVD purchases.  Clearly if told the truth, I would have waited.  I was mislead for the purpose of gaining a sale.  I know I made a decision at that time, but it was a misled decision under a false representation.  I think a fair compromise would be to keep me under contract for the appropriate duration, for my mistake, but honor the current streaming offer for the misrepresentation.  No need to send DVD's.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

We have refunded the card in the amount of $362.59.  Looking at the account it looks like the collection company you paid has not submitted the payment to us yet.  They usually send payments at the beginning of each month.  The representative shouldn't have paid the account off in...

full until after the payment was received to us, I apologize.  I was able to call the collection agency and confirm the payment was made.  We will also delete the remark from your credit since the account was paid off in full.

This customer was able to speak with an agent this morning due to time difference.  They agreed to payoff the account in full at a discounted price to fulfill the contract.  Living Scriptures will also remove the negative remarks from the customers credit due to the customer being over...

seas and not being able to receive the statements sent via mail.

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.
Sincerely,
[redacted]

After looking up the Chat history we did not find a request for the customer previously trying to cancel.  We do not offer refunds for partially used service.  We are willing to give the customer 30 days of free streaming for the streaming issues that occurred from high traffic on...

Sundays.  This issue has been resolved.  If the customer can provide documentation showing a prior request to cancel was made we will honor it.