[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 is satisfactory to me.
Regards,
[redacted]
Thank you for giving us the opportunity to respond back to
Ms. [redacted]’s complaint.
At Ovation Credit
Services we work hard to make sure our clients are happy and that we resolve
any concerns that we know about. I am sorry to hear that Ms. [redacted] is not
happy with our...
service.
On April 2nd Ms. [redacted] discussed canceling her case because
she felt the results were not fast enough. At that time we reviewed everything
with her and gave her a discount for the next two months, which she felt was
acceptable Ms. [redacted] has been a client since 01/07/2015 and she has had a
discount off of every monthly payment so far. We have been trying to work with
her to get her the results she is looking for. However, in our industry we
cannot promise or guarantee any specific results or outcome.
On 4/21 we received an email from Ms. [redacted] asking to close
out her case. Our policy when we receive a cancellation request is to contact
the client to find out why they want to cancel and let them know of their
options before we close out the case. So, we immediately replied back to Ms.
[redacted] via email letting her know of our hold program and other options we
could provide instead of her closing her case. We always want to find out the
reason for cancellation from our clients so we can better serve them and/or
correct any problems that may be going on before we close the case.
We were unable to
come to an arrangement that satisfied her so Ms. [redacted]'s case was
closed out on 4/28/2015. We then billed
Ms. [redacted] her final payment based on the Terms and Conditions she agreed to.
Please understand that even if we closed the case on 4/21 (the date she emailed
us) the payment of $54 was still due. That payment was for the work done during
the previous 30 days as stated in our Terms and Conditions. We process payments
at the END of a billing cycle. See Below
:
3. Cost for Services: The total amount charged to you will depend
on the length of time that you choose to remain a client. Ovation charges you
an First Work Fee at the completion of the First Work Services. This payment
covers all of the work fully and completely rendered as described in Paragraph
1, Ovation’s Scope of Services, section titled First Work. At the end of each month thereafter, Ovation charges
your credit card the monthly rate for your Program to cover the services fully
and completely rendered during that month as described in Paragraph 1,
Ovation’s Scope of Services, section titled Monthly Services.
The rates charged are currently:
Essentials Plus Program: $85.00 First Work Fee, $69.00 Monthly Payments
thereafter for each month that the Client remains active in the program.
Since receiving this complaint we have refunded the $54.00
back from the April payment.
In reference to the Money Back Guarantee Ms. [redacted]
mentions, we do have a Service Satisfaction Guarantee. If the client is not
happy with service (not results) then we are happy to refund that months
payment after we review the case with the client. However, when Ms. [redacted]
canceled her case she did not tell us she was unhappy with her service or
request any refund. Again, I am sorry to
hear that Ms. [redacted] is not happy with our service and product but I have
closed out her case and refunded the $54.00 back and I hope that we have
resolved her concerns with us. We always work hard to make sure our clients are
happy and we want Ms. [redacted] to be happy as well. Please consider this
complaint resolved.
Thank you,
[redacted]
Director of Operations
Ovation Credit Services, Inc.
###-###-####
[redacted]
[redacted] [redacted]
Dear [redacted],
Thank you for giving us the opportunity to respond back to Ms.
[redacted]’s complaint.
Ms. [redacted]’s...
complaint is that she feels that we did not
provide the service she wanted so she wants a refund of the First Work Fee of
$100.
When a client signs up with our services we clearly state verbally
and in writing that the First Work Fee of $89 is not refundable after 5 days.
When Ms. [redacted] signed up with us she chose our Essentials Plus program with an
$89 First Work Fee and Fast Track ($25 onetime fee). However, we had a special
running so she only paid $100. Fast Track is a program where clients get an
elevated service where we can get their disputes out within 24 hours with their
cooperation.
Once Ms. [redacted] signed up we worked very hard on her case. We
set up her file; got her Equifax and Trans Union credit reports, we entered the
reports on her case and loaded them into the online Dispute Manager website,
and assigned her a personal one on one Case Advisor. However, we hit a road
block after all this was done. Her case was ready to go but then we couldn’t
reach her.
We called and left 6 messages over the 39 days she was a
client. We also sent 23 emails updating her and asking her to call us. If a client's case goes past due then we have
to stop working and contact them for payment. So we wanted to make sure we
could continue moving forward on her case. She stated that she was upset that
we closed her case after she paid the $100. However, we did not close out her
case until 10-26 when she asked us to close it out. We would be happy to help
her and dispute anything she needs help with.
At this point the case is closed like she asked, we refunded
back $50 total which is half of the payment that was due on the case. We are
unable to refund the full $100 because there was work done on the case, she
agreed to the terms and conditions and they state that after 5 days the First
Work Fee is non refundable.
When client’s sign up with us, we advise them in the
beginning that this process can take 6-8 months on average and our average is
19 items updated or removed from credit reports during that time frame. We make it very clear that these are our
statistics and that every case is different.
The dispute process takes time;
sometimes it takes several rounds of disputes before the credit bureaus remove
something.
We have worked hard for Ms. [redacted] and want her to be happy
with her case. Her case is currently
closed and no work is being done but I can waive the reinstate fee and give her
the first month free if she is interested in working on her credit reports like
she originally wanted to do.
I feel that all of the above information should answer all
of the questions at hand. This should resolve
Ms. [redacted]'s concerns as well and put this at a RESOLVED status. If you have any other questions please feel
free to contact me. If Ms. [redacted] is interested in reinstating her case and
getting a month free, please have her contact me at ###-###-#### or by email at
[redacted].
Thank you,
[redacted]
Director of Operations
Ovation Credit Services, Inc.
###-###-####
[redacted]
[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 is satisfactory to me.
Regards,
[redacted]
We appreciate Mr. [redacted]'s feedback. While we prefer to receive only glowing reviews; others, like his, helps us improve our business and the client experience. Reviewing Mr. [redacted]'s experience, we found some misunderstanding and misinformation so attempted to contact...
him directly to resolve. Unable to reach Mr. [redacted], we completed his refund and hope he'll contact us if he has any questions. He would be most welcomed to contact Client Service manager [redacted] to schedule a convenient date / time to speak with us. It's our goal to earn his business back!
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
RE: Ms. [redacted], Case # [redacted]
Dear [redacted],
Thank you for giving us the opportunity to respond back to Ms.
[redacted]'s complaint. ...
Ms.[redacted]'s complaint is that she feels that we removed items from her credit reports and they have been added back on now. She asked that we remove the items again and explain why they were added back on.We contacted Ms. [redacted] and resolved this concern with her. We have explained everything to her and offered her three months free of our service and reopened her case so we can assist her with the remaining items on her credit reports. She was very happy with this resolution. Please close out this complaint as resolved.Thank you,[redacted]
Director of Operations
Ovation Credit Services, Inc.
###-###-####
[redacted]
[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 is satisfactory to me.
Regards,
[redacted]
[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 is satisfactory to me.
Regards,
[redacted]
Thank you for giving us the opportunity to respond back to
Ms. [redacted]’s complaint.
At Ovation Credit
Services we work hard to make sure our clients are happy and that we resolve
any concerns that we know about. I am sorry to hear that Ms. [redacted] is not
happy with our...
service.
On April 2nd Ms. [redacted] discussed canceling her case because
she felt the results were not fast enough. At that time we reviewed everything
with her and gave her a discount for the next two months, which she felt was
acceptable Ms. [redacted] has been a client since 01/07/2015 and she has had a
discount off of every monthly payment so far. We have been trying to work with
her to get her the results she is looking for. However, in our industry we
cannot promise or guarantee any specific results or outcome.
On 4/21 we received an email from Ms. [redacted] asking to close
out her case. Our policy when we receive a cancellation request is to contact
the client to find out why they want to cancel and let them know of their
options before we close out the case. So, we immediately replied back to Ms.
[redacted] via email letting her know of our hold program and other options we
could provide instead of her closing her case. We always want to find out the
reason for cancellation from our clients so we can better serve them and/or
correct any problems that may be going on before we close the case.
We were unable to
come to an arrangement that satisfied her so Ms. [redacted]'s case was
closed out on 4/28/2015. We then billed
Ms. [redacted] her final payment based on the Terms and Conditions she agreed to.
Please understand that even if we closed the case on 4/21 (the date she emailed
us) the payment of $54 was still due. That payment was for the work done during
the previous 30 days as stated in our Terms and Conditions. We process payments
at the END of a billing cycle. See Below
:
3. Cost for Services: The total amount charged to you will depend
on the length of time that you choose to remain a client. Ovation charges you
an First Work Fee at the completion of the First Work Services. This payment
covers all of the work fully and completely rendered as described in Paragraph
1, Ovation’s Scope of Services, section titled First Work. At the end of each month thereafter, Ovation charges
your credit card the monthly rate for your Program to cover the services fully
and completely rendered during that month as described in Paragraph 1,
Ovation’s Scope of Services, section titled Monthly Services.
The rates charged are currently:
Essentials Plus Program: $85.00 First Work Fee, $69.00 Monthly Payments
thereafter for each month that the Client remains active in the program.
Since receiving this complaint we have refunded the $54.00
back from the April payment.
In reference to the Money Back Guarantee Ms. [redacted]
mentions, we do have a Service Satisfaction Guarantee. If the client is not
happy with service (not results) then we are happy to refund that months
payment after we review the case with the client. However, when Ms. [redacted]
canceled her case she did not tell us she was unhappy with her service or
request any refund. Again, I am sorry to
hear that Ms. [redacted] is not happy with our service and product but I have
closed out her case and refunded the $54.00 back and I hope that we have
resolved her concerns with us. We always work hard to make sure our clients are
happy and we want Ms. [redacted] to be happy as well. Please consider this
complaint resolved.
Thank you,
[redacted]
Director of Operations
Ovation Credit Services, Inc.
###-###-####
[redacted]
[redacted] [redacted]
Dear [redacted],
Thank you for giving us the opportunity to respond back to Ms.
[redacted]’s complaint.
Ms. [redacted]’s...
complaint is that she feels that we did not
provide the service she wanted so she wants a refund of the First Work Fee of
$100.
When a client signs up with our services we clearly state verbally
and in writing that the First Work Fee of $89 is not refundable after 5 days.
When Ms. [redacted] signed up with us she chose our Essentials Plus program with an
$89 First Work Fee and Fast Track ($25 onetime fee). However, we had a special
running so she only paid $100. Fast Track is a program where clients get an
elevated service where we can get their disputes out within 24 hours with their
cooperation.
Once Ms. [redacted] signed up we worked very hard on her case. We
set up her file; got her Equifax and Trans Union credit reports, we entered the
reports on her case and loaded them into the online Dispute Manager website,
and assigned her a personal one on one Case Advisor. However, we hit a road
block after all this was done. Her case was ready to go but then we couldn’t
reach her.
We called and left 6 messages over the 39 days she was a
client. We also sent 23 emails updating her and asking her to call us. If a client's case goes past due then we have
to stop working and contact them for payment. So we wanted to make sure we
could continue moving forward on her case. She stated that she was upset that
we closed her case after she paid the $100. However, we did not close out her
case until 10-26 when she asked us to close it out. We would be happy to help
her and dispute anything she needs help with.
At this point the case is closed like she asked, we refunded
back $50 total which is half of the payment that was due on the case. We are
unable to refund the full $100 because there was work done on the case, she
agreed to the terms and conditions and they state that after 5 days the First
Work Fee is non refundable.
When client’s sign up with us, we advise them in the
beginning that this process can take 6-8 months on average and our average is
19 items updated or removed from credit reports during that time frame. We make it very clear that these are our
statistics and that every case is different.
The dispute process takes time;
sometimes it takes several rounds of disputes before the credit bureaus remove
something.
We have worked hard for Ms. [redacted] and want her to be happy
with her case. Her case is currently
closed and no work is being done but I can waive the reinstate fee and give her
the first month free if she is interested in working on her credit reports like
she originally wanted to do.
I feel that all of the above information should answer all
of the questions at hand. This should resolve
Ms. [redacted]'s concerns as well and put this at a RESOLVED status. If you have any other questions please feel
free to contact me. If Ms. [redacted] is interested in reinstating her case and
getting a month free, please have her contact me at ###-###-#### or by email at
[redacted].
Thank you,
[redacted]
Director of Operations
Ovation Credit Services, Inc.
###-###-####
[redacted]
[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 is satisfactory to me.
Regards,
[redacted]
We appreciate Mr. [redacted]'s feedback. While we prefer to receive only glowing reviews; others, like his, helps us improve our business and the client experience. Reviewing Mr. [redacted]'s experience, we found some misunderstanding and misinformation so attempted to contact...
him directly to resolve. Unable to reach Mr. [redacted], we completed his refund and hope he'll contact us if he has any questions. He would be most welcomed to contact Client Service manager [redacted] to schedule a convenient date / time to speak with us. It's our goal to earn his business back!
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
RE: Ms. [redacted], Case # [redacted]
Dear [redacted],
Thank you for giving us the opportunity to respond back to Ms.
[redacted]'s complaint. ...
Ms.[redacted]'s complaint is that she feels that we removed items from her credit reports and they have been added back on now. She asked that we remove the items again and explain why they were added back on.We contacted Ms. [redacted] and resolved this concern with her. We have explained everything to her and offered her three months free of our service and reopened her case so we can assist her with the remaining items on her credit reports. She was very happy with this resolution. Please close out this complaint as resolved.Thank you,[redacted]
Director of Operations
Ovation Credit Services, Inc.
###-###-####
[redacted]
[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 is satisfactory to me.
Regards,
[redacted]