Nova Development

Company Response: NotedThank you

***Document Attached [redacted] As you can see, neither the packing list or the return/refund forms state there is a day refund policy nor state that my request was declined because it was outside of their return policyI followed the instructions completely, expecting a refund

Initial Business Response / [redacted] (1000, 5, 2015/09/28) */ Company Response: Mrs [redacted] has been refunded $back to the credit card she used for this on line transactionRefunds take approximately 2-business days for the refund to be credited back to the customer's credit cardThe $request for having to delete the software from her computer has been deniedAll software comes with a EULA (End User License Agreement) which clearly states the software is sold and the company is only responsible for refunding the amount paid for the software...dm Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will accept their response once the $refund shows up on my credit card not before as I need to make sure I receive the credit before closing this case Final Business Response / [redacted] (4000, 9, 2015/09/30) */ Company Response: Customer was refunded from our merchant account on 09/28/transaction ref number- XXXXXXXXXXAs stated previously, credit card refund transactions take 2-business days to appear on the customer credit card statement Final Consumer Response / [redacted] (2000, 11, 2015/10/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Credit was posted to my account last night

I am rejecting this response because: Though I am pleased with and accept the addition of my info to the unsubscribe list as resolution to this issue, their statement of "Talked to" is not accurateIf review my complaint, you will see the email address I complained to therefore, my effort was validI did not speak with anyoneThank You

Initial Business Response / [redacted] (1000, 5, 2015/08/21) */ Company Response: I apologize for the delay in getting the refund check sent to youOur accounting department has issued Check #XXXXXX, FedEx tracking #XXXXXXXXXXXX in the amount of $39.98...dm Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) After contacting Revdex.com, I received an email from Ancestry who would then contact NovaThey contacted me to inform me that I would receive my refund by 4pm the following day by FedEx 2-DayThe refund subsequently was deliver to my door the following morningBefore contacting Revdex.com, Ancestry insisted that they could do nothing, that it was Nova who had to issue the refund for softwareI was never in contact with Nova, but Ancestry contacted Nova in the end, and I received my refundThank you, [redacted] ***

Company Response: Our website clearly states that we offer a 90-day money back guaranteeWe are not responsible for customers that exceed the 90-day money back guarantee! As far as filling out a form from our website, our system allows customers to file for a refund at any time as it does not track the date of saleThis is why we CLEARLY state that we offer a 90-day money back guaranteeIt is up to the customer to submit a refund in the money back guarantee time frameWe consider this complaint closed...dm

Initial Business Response / [redacted] (1000, 5, 2016/08/11) */ Company Response: We apologize for the inconvenience to Ms***I have sent a check in the amount of $via FedEx 2nd Day ShippingCheck #XXXXXX and the FedEx Tracking #XXXXXXXXXXXXI show that it's due to arrive to Ms [redacted] by Friday, 8/12/at 8:00pm...dm Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/08/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Received my rebate by fed ex today

Initial Business Response / [redacted] (1000, 5, 2015/11/21) */ Company Response: We do not show any email communication via email from Mrs[redacted] First time we had any contact with her was on 11/13/then on 11/21/Mrs [redacted] was told by one of our reps that she was past the day money back guaranty since she purchased HGTV Home Design for Mac on 5/7/(over 6-months ago) I have requested a manual check in the amount of $be sent to her with the expected delivery date for her check to be on or around 11/27/ Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received the check, thank you for your attention to this matter

Company Response: We have added your email address to our Marketing Promotions Unsubscribe List and you will no longer receive any marketing promotions from our companyWe apologize for the inconvenience...dm

Initial Business Response / [redacted] (1000, 5, 2015/06/29) */ Company Response: Issueing Mr [redacted] a rebate check in the amount of $Once customer receives check, we would appreciate the customer closing the complaint with the Revdex.com...**

Initial Business Response / [redacted] (1000, 5, 2015/08/10) */ Company Response: We apologize for Mr [redacted] 's inconvenience and have deleted his email address of [redacted] @swbell.net from our databaseMr [redacted] will not be receiving any other Marketing Email Promotions for our company...dm

Initial Business Response / [redacted] (1000, 8, 2015/06/10) */ Company Response: Customer [redacted] is being issued two rebate checks. Rebate ID: XXXXXXX for $10.00 and Rebate ID #XXXXXXX for $15.00. We apologize for any inconvenience with the delay in processing these two rebates. Customer should receive... these rebates in approximetely 4 weeks. Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/06/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am still awaiting the payment due to me from the business. The case can be closed once the payment is received from the business and I will notify BBB once it is received at my end. Final Business Response / [redacted] (4000, 15, 2015/06/25) */ Company Response: FedEx delivered customer check at 1:02pm today. Waiting on customer response...**

Company Response: Refunds for purchases made from a retail store generally take 6-weeks for the customer to receive the refundWith this being said, customer would expect to receive the refund between 9/7/and 9/21/Customer has received the refund on or before the dates indicatedCustomer
sent the software back to us on 07/24/2017, we received the refund request on 07/27/Customer provided a receipt from Best Buy where the purchase price was $(we do not reimburse sales tax when purchased from a retail store) and the customer was issued a check for $Customer can view our website for our return policy by going to this website: http://www.novadevelopment.com/support/customer_service/returns.html where we clearly state that the customer is responsible for returning the software and that we don not pay the shipping and handling fee's for the returnFurthermore, our website clearly states that we do not refund the sales tax unless the software was purchased though our e-store (her purchase wasn't though our e-store, but a retail store)Lastly, customer does have a email ticket on file where we clearly stated that our accounting department issues checks once a month and the customer would be receiving her check in 2-weeks (this email transaction was done on 8/28/17) and two days later, the check was sent to herCustomer has been issued a full refund within the set time limits and we request this complaint be closed!Email correspondence below between customer and our department:refundJ*** ***X reporteddays ago(Mon, Aug at 11:AM) via Email*** ***My refund has been approved but it has been a month now which is what your site said it would be up to for a month its said payment pendingI want to know whats going on with itYou have had plenty of time to get payment to me.My refund tracking is ***CUSTOMER SERVICE REPLY:*** replieddays ago(Mon, Aug at 12:PM)to : [email protected]" data-placement="below" rel="hover-popover" data-original-title="" "margin: 0px; padding: 0px; outline: 0px vertical-align: baseline; border: 0px;">Replied to : Hi J*** ***x, Your refund # *** is now being processed. Please allow 2- weeks to receive your checkOur accounting sends out checks once a month at the end of the month. ***Customer Service SupervisorMonday - Friday 8:00am - 4:00pm PDT

Initial Business Response /* (1000, 5, 2015/08/05) */
Company Response: I apologize for this inconvenience to Mr***I have authorized our accounting department to issue Mr*** a rebate check for rebate ID #XXXXXXX in the amount of $The check will be sent to Mr*** on Thursday,
08/06/and he should receive it by no later than 08/14/2015...**
Initial Consumer Rebuttal /* (2000, 7, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I finally received the $rebate check on 08/11/(the rebate materials were submitted back in 01/2015)ALthough I am glad this is finally over, it is really unfortunate that it took emails (all were ignored), months, and intervention from the Revdex.com for the company to finally issue me a checkI will not be doing business with this company againLesson learnedI would like to thank the Revdex.com for their help in resolving this issue, and also to the person who replied to my complaint, "dm", for their part in the resolution of this matter

Company Response: Customer was contacted by myself (Customer Service Manager) and provided with a new software programI apologize for the inaccurate information she received from one of my customer service repsCustomer now has the most current version along with our extended download option /
warranty

Initial Business Response /* (1000, 5, 2015/12/04) */
Company Response: Per customers request, a full refund in the amount of $has been issued back to the credit card usedPlease allow 2-business days for the refund to appear back in the credit card account usedWe do show that order
number XXXXXXXXXX was shipped from our facility on 11/10/via USPSThere is no tracking number provided by USPSWe only have tracking numbers when customers select 2nd day shipping or overnight shipping as that method is through FedExWe consider this complaint closed and no further orders will be attempted to be sent to customer
Initial Consumer Rebuttal /* (2000, 7, 2015/12/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 15, 2015/06/11) */
Mr*** *** was issued a check on 4/15/(check number XXXXXXX) in the amount of $for code XXXXXFXXXXXXXXWe have no rebate submission for code PEDfor Photo Explosion DeluxeCustomer is responsible submitting all rebate
submissions to us in order to get a refundSince nothing was received for code PED520, we are unable to send a rebate check for $As a one-time courtesy, Mr*** can fax me his rebate submission for this rebate and once received, I'll be more than happy to process a rebate in the amount of $for himPlease fax all information to: XXX-XXX-XXXX Attention: ***
Initial Consumer Rebuttal /* (2000, 17, 2015/06/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although I mailed both rebate submissions to the company on the same day, to the same exact POB address, and in separate envelopes, it is possible one submission was lost in the mailTheir willingness to go the extra step and let me resubmit (via fax) copies of my original rebate submission to them so they can process my rebate is acceptable and I will do so

Company Response: Ms
*** *** (order number ***) purchased HGTV Ultimate Home Design with Landscaping and Decks on 03/16/It clearly states on our website that we offer a 90-day money back guaranteeThis means the customer has a full 90-days to return the software for any reason for a full refund as long as it is within the 90-day money back guarantee periodMsJohnston had up until 06/14/to return the software with no questions asked for a full refund...dm

Initial Business Response /* (1000, 5, 2015/09/24) */
Company Response: We apologize for Mr*** receiving our Promotional emailsI have contact our Marketing Team and they have unsubscribed both email associated to Mr***We have unsubscribed email address ***@concast.net as well as
***@comcast.net
Initial Consumer Rebuttal /* (2000, 7, 2015/09/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the company's response as long as they stop sending me emails

Initial Business Response /* (1000, 5, 2016/08/01) */
Company Response: We apologize for the inconvenience and the email supplied in the complaint will be removed from all future Marketing Promotions
Initial Consumer Rebuttal /* (2000, 7, 2016/08/01) */
(The consumer indicated he/she ACCEPTED
the response from the business.)
If this company is truly going to remove my email from their list that I accept their apology and it's doneWhat I don't understand is why they do not have a working unsubscribe buttonThey could avoid a lot of complaints against them if the unsubscribe button actually worked instead of generating more email which is deceptive marketing