Marylebone Holdings, LTD

Review: [redacted]s (CEO of Trend Following) Trend Following course offers a "guarantee" return policy his website (trendfollowing.com/guarantee.html). It states:

“If you are not satisfied at the end of (12) months you may return our Flagship training under the condition that you send your daily trading log of all trades placed over the year plus all Flagship materials. You will then receive a refund of our full Flagship training price less original shipping charges and 25% return fee. This guarantee is for requests made within (15) days of the (1) year anniversary of purchase”.

I have attempted to return my course, complying with the above conditions, but [redacted] continues to ask for additional very subjective information prior to processing my refund. I have tried to answer his never ending line of additional questions, which are above a beyond the stated conditions of his "guarantee".

Bottom line is that [redacted] is not standing behind his course's return policy.Desired Settlement: Honor it's return policy and refund my money.

Business

Response:

Dear Revdex.com,

1. [redacted] purchased our service on June 19, 2012.

2. [redacted] requested a refund on June 30, 2012 approximately 11 days after becoming a client. This was after sending support answers to his questions over the proceeding week. Our service for over 15 years involves support and [redacted] was properly taking advantage of that. His request for a refund after little more than a week, in violation of our guarantee, was a surprise.

3. [redacted]'s June 30, 2012 email fixated on minor details of our service declaring it "dated". He also declared in 2012 that he wanted a refund since he was not provided software. Our firm has never provided software and does not promote such. In fact, on June 10, 2012 [redacted] was emailed details of a rebate program that made clear our firm did not offer software. Further, after becoming a client [redacted] declared "You most definitely do not explain exactly what markets to trade and why". That is false. Our support service patiently walks clients through portfolio selection.

4. [redacted] was reminded in email of our guarantee July 1, 2012. [redacted] did not ask another question for support.

5. [redacted] requested a refund again June 14, 2013. His stated rationale: "I have had your system for a year and have kept my daily trading log. I am not impressed." He did not include his log, which was then sent in his next email upon request.

6. [redacted] was asked: "[redacted], can you outline what those trades represent? Rules followed? Portfolio, etc.?" He responded: "It was a [redacted] system which was backtested over the past 30 years with excellent results (using CSI data) over 4 futures - Gold, Natural Gas, Cotton, and a financial index. The portfolio was picked due to neutral correlation (using CSI correlation data). I am not comfortable sharing additional data. With all due respect, your return policy does not state the return is dependent on sharing details on the system used. Please send me the address to return the system for my refund. Thank you." Our firm responded: "The guarantee states that you will "learn and apply all lessons & trading techniques". I am trying to determine what you did exactly and so far can't. Especially since, you say you have "excellent results", but are "not impressed"."

7. [redacted] then responded: "My comment specifically was that my system " was backtested over the past 30 years with excellent results". You have my trade log and it is clear my results were definitely not excellent. I ran simulations on multiple systems using the lessons and techniques from your course along with backtesting SW from [redacted] SW and CSI data which showed very positive results. I then traded that system and was not satisfied. Your return policy states "If you are not satisfied at the end of (12) months you may return our Flagship training under the condition that you send your daily trading log of all trades placed over the year plus all Flagship materials. You will then receive a refund of our full Flagship training price less original shipping charges and 25% return fee. This guarantee is for requests made within (15) days of the (1) year anniversary of purchase." I am not satisfied and am asking for my refund. Please provide the address I need to send your materials to for my refund."

8. Our firm responded: "1. You traded live or ran simulations? 2. You programmed rules we teach into TB or used some other preprogrammed system? 3. Please provide the details that you traded systems we teach. Thanks." [redacted] responded with a lengthy answer but critically stating that he was trading a [redacted] system with 5 day breakouts and a MACD systems of 265 days and a short MACD system of 85 days. Our firm does not teach these systems and responded to Mr. Roper: "[redacted], The agreement is designed to force clients to actually trade the systems we supply. Where are we promoting 5 day breakouts and MACD? Further, you used the same portfolio for some lengthy testing period? Was this traded live? Yes, we do ask questions to make sure clients, who in the very rare case make your request, abided by rules. Thanks." [redacted] responded on June 16: "This continued dialog is irrelevant. It is clear you do not stand behind your documented "Guarantee". I have tried to answer you never ending, changing questions. Per your return policy, I will return the materials and trade log to your address on your website. If you do not refund my order $2566 - 25% = $1925.50, I will work alternative methods to get my money refunded plus any additional expenses I incur."

9. Our firm responded on June 16, 2013: "Our guarantee is conditional. Please provide the data requested." On June 19 [redacted] responded: "Please provide a complete list of questions and deliverables for the return." Taking into account all of the back/forth in point #8 On June 19 our firm responded to [redacted]: "Please respond first to questions presented."

10. While waiting on [redacted] to answer straightforward questions regarding his refund request our firm received a Revdex.com complaint on June 24, 2013.

Thank you for the opportunity to clarify this rare situation of a client complaint.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I agree that there are "conditions" to get a refund on my purchase. The documented conditions are stated under the "guarantee" listed on on his website (http://trendfollowing.com/guarantee.html) as follows: