Out of Your Mind...and into the Marketplace

The following is my response to the complaint (ID ***)
against my company that was filed with you by:
*** ***
*** ** *** *** *** ***
Tucson, AZ
Background For Your Information: Mr*** pur***d business plan software and books from us
on October 22, He stated that he was having an installation issue and we provided support immediatelyHe stated that he would have to call back in a couple of days due to a work issueHowever, he did not call backInstead, on October 8th, he requested a refund of his moneyWe agreed to refund his money upon return of the productWe waited through the end of the year (two and a half months) and he did not return the product, so we did not issue a refund
Instead Mr*** went to his credit card company (** *** ***) and attempted to deny the charge, saying that we would not give him a refundI responded to his complaint with full documentation including copies of emails offering him a full refund and his responses to those emailsThis complaint was handled by a Visa investigator and it was decided in our favorThe money was then returned to our account
After Visa made their decision, Mr*** then attempted to return the software and books on February 13, (more than days after he made the pur***). The case had been decided by Visa and was finishedIt was also unreasonably past our return policy dateWe did not accept the package and it was returned to the sender (Mr***) which was verified by tracking information
Mr*** subsequently submitted a pre-arbitration complaint to VisaWe again responded with further documentation and agreed to arbitration. I spoke with my merchant services provider today (April 18th) and they informed me that the case was again settled in my favor (by Visa) and is now closed
Addressing Specifics of Mr***'s Complaint
The statement about not wanting to help him is false. Technical support called him. Mr*** put him off and said he would return a call in a few days due to workHe did not do that
The statement about refusing to refund his money is false. We offered him a full refund on return of the product and he did not return it
3. The bank chose not to give his money back because the case was investigated by Visa and they concluded that his statements were incorrect and his chargeback was denied
Mr***'s statement that we do not have a return policy on our website is false. It can be found at http://business-plan.com/terms_conditions.htm and there is a link to it from the home page and all of our product pagesIt states that we will accept returns and issue a refund if the products are returned to us with a postmark within days of receipt of the orderIt also states that we do not refund shipping
__________________________________
Mr*** does not have a valid complaint. We have been in business for years and this is the first complaint that we have had regarding customer serviceIn his case, we promptly filled his order, provided him with excellent customer service, offered him a refund, responded to Visa, and have acted responsibly and ethically throughoutIt is Mr*** who has made repeated statements and failed to act in an ethical manner
Thank youPlease contact me if you have further questions and please also let me know when you close this case
Regards,
*** ***
*** ***, Publisher
Business Books & Business Plan Software

Review: I bought the software and I tried installing in Windows 8, since I wasn't able to I tried installing it in Windows Vista. I also wasn't able to either I called the company and her didn't want to help and so I asked them to return my money; they refused and so I explained that the product was defective and asked that they reimburse me for shipping and they also refused to reimburse this. I then went to the bank and asked them to get my money back but they couldn't. I returned the package and the company refused to receive it. I look online and nowhere on their website does it discuss a return or refund policy regarding a defective product (see complaint online).Desired Settlement: I want them to reimburse me what I paid, $124 and if it is possible for them to refund me the shipping $14.25 as well.

Business

Response:

The following is my response to the complaint (ID [redacted])

against my company that was filed with you by:

Tucson, AZ 84712

1. Background For Your Information: Mr. [redacted] pur[redacted]d business plan software and books from us on October 22, 2013. He stated that he was having an installation issue and we provided support immediately. He stated that he would have to call back in a couple of days due to a work issue. However, he did not call back. Instead, on October 8th, he requested a refund of his money. We agreed to refund his money upon return of the product. We waited through the end of the year (two and a half months) and he did not return the product, so we did not issue a refund.

Instead Mr. [redacted] went to his credit card company ([redacted]) and attempted to deny the charge, saying that we would not give him a refund. I responded to his complaint with full documentation including copies of emails offering him a full refund and his responses to those emails. This complaint was handled by a Visa investigator and it was decided in our favor. The money was then returned to our account.

After Visa made their decision, Mr. [redacted] then attempted to return the software and books on February 13, 2014 (more than 100 days after he made the pur[redacted]). The case had been decided by Visa and was finished. It was also unreasonably past our return policy date. We did not accept the package and it was returned to the sender (Mr. [redacted]) which was verified by tracking information.

Mr. [redacted] subsequently submitted a pre-arbitration complaint to Visa. We again responded with further documentation and agreed to arbitration. I spoke with my merchant services provider today (April 18th) and they informed me that the case was again settled in my favor (by Visa) and is now closed.

Addressing Specifics of Mr. [redacted]'s Complaint

1. The statement about not wanting to help him is false. Technical support called him. Mr. [redacted] put him off and said he would return a call in a few days due to work. He did not do that.

2. The statement about refusing to refund his money is false. We offered him a full refund on return of the product and he did not return it.

3. The bank chose not to give his money back because the case was investigated by Visa and they concluded that his statements were incorrect and his chargeback was denied.

4. Mr. [redacted]'s statement that we do not have a return policy on our website is false. It can be found at http://business-plan.com/terms_conditions.htm and there is a link to it from the home page and all of our product pages. It states that we will accept returns and issue a refund if the products are returned to us with a postmark within 14 days of receipt of the order. It also states that we do not refund shipping.

__________________________________

Mr. [redacted] does not have a valid complaint. We have been in business for 30 years and this is the first complaint that we have had regarding customer service. In his case, we promptly filled his order, provided him with excellent customer service, offered him a refund, responded to Visa, and have acted responsibly and ethically throughout. It is Mr. [redacted] who has made repeated false statements and failed to act in an ethical manner.

Thank you. Please contact me if you have further questions and please also let me know when you close this case.

Regards,

[redacted], Publisher

Business Books & Business Plan Software