OVENS Enterprises Group LLC

The customer purchased from us September [redacted] 2016. The customer logged in successfully September [redacted] 2016 and then 5 times after that date for periods over 1 hour at a time and engaged with the content thoroughly.  The customer had 30days to decide if this was a fit or not, much...

like the dress return policy at many stores.  30 days is more than sufficient to make this decision. The customer asked for a refund November [redacted] 2016 and we responded saying this exactly, however the customer has now decided that they want to cause trouble and name call when we followed our own rules to a t. Here's a copy of the conversation history:  [redacted]

This customer has been refunded in full and we have spoken with the customer to make sure that they are aware of the refund and that this matter is now resolved.  Apologies for the poor customer experience, we take responsibility for the delays incurred with this issue.

This customer requested a refund and it took us longer than normal to respond due to high volume.  We resolved the ticket and the customer is now fully satisfied.  Thanks!

This customer purchased our product on September [redacted] 2016 and then used the product extensively before asking for a refund on November [redacted] 2016.Our product comes with a 30-day money back guarantee and this is states clearly in multiple places on the order form and checkout pages as well as in the terms and conditions.We informed the customer that they were outside of their 30-day refund window and yet they are still complaining which seems unfair.  If the customer had returned the program within 30-days they would have been refunded in full however this is outside of 30-days and we will not be refunding this purchase.

Attached is a transcript of the customers support conversation history with us.We provided links to all our policies and terms and conditions proving these were the terms the customer signed up using.While we believe we did not do anything wrong here and simply followed our policy. Please...

advise?

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 and the matter has been resolved.
Sincerely,
[redacted]

Hi [redacted],As the leader on our management team, I am terribly sorry about the experience you've had with us! Based on understanding that you were within our guarantee period of 30 days by completing the work we lay out inside the training program, I am able to go ahead and process the refund for you...

as per our policy. We are currently speaking with you, your bank, and other important parties to resolve this quickly. We are happy to part ways happily if you don't think this course was a good fit for you, and please let us know if we can be of any assistance in helping you build your consulting business in the future.-Consulting.com Management Team

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 and the matter has been resolved.
Sincerely,
[redacted]

This customer purchased a program from us that cost $1,997 or 4x monthly payments of $597.  The program came with a very clear 30day money back guarantee period which was clearly marked on all of the sales and advertising materials.The customer purchased on May 19th 2016 and then requested a refund on July 18th 2016.  This is well outside of the 30day refund period.  Our customer support team responded politely to the customer and that was all we heard from them.  I have attached our entire customer support chat history as evidence to support this statement.  The customer has made the following claims in his statement:1).  That nobody checked his video because he could see the analytics.  We don't watch the video live using Wistia, we download the video and then play it at 2x speed this is why the stats look like nobody watched it.  2).  That our company does not provide refunds.  This is not true, our company has a refund policy which is clear and 100% fair, in-fact it's the industry standard.  We stick to our policy and refund anybody within it.  This customer was outside of the terms of the policy and this is why we didn't refund.3).  That we responded with "threatening emails".  This is not true.  I have attached our entire conversation history that our team had with the customer, as you will see we responded quickly and politely.  We informed the customer of the facts and the customer has chosen to bend the truth with his statements here.4).  That we removed all of the customers content.  This is not true.  ALL members get full lifetime access to our programs and we have not removed this customers access to the content.   Our company went out of our way to serve this customer and deliver the product and level of service which was expected.  We did exactly that.  The customer is outside of the refund period and has chosen to fabricate slanderous comments about our company because they are upset.  This is not fair and not the right way to go about resolving a situation.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

When I signed up for the program, I believed it to be something entirely different from what it really is. I did indeed take time to look at the training site and all the Welcome materials However I  did *NOT* access any of the actual training materials and after carefully and thoughtfully looking at information available outside the actual training site, it was very clear to me that the program is not for me.  The company used to offer a money back guarantee and even $100 for trying the program now there is an arbitrary timeline and bogus requirement that a customer *prove* they deserve a refund.  To me, that borders on unethical and very bad business. Any other business would take back an *unused and unopened* product to foster good will and establish a reputation for customer service. I am not asking for more than I paid - $2000 is a lot of money for Sam Ovens to keep if a customer decides not to open the training.  All I want is my money back for a product I DID NOT USE. I am not taking advantage of the company by accessing the training and then asking for my money back.  Oddly, on the program Facebook page, any negative comments about the program, or any posts about not getting a refund are deleted. I am not the only customer unhappy with their treatment. Refunds should be cheerfully given - they make A LOT of money and providing me a refund won't make even a blip on the bottom line.  I cannot believe how obstructive they are being and I will continue to complain until I get a refund. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]