Oxford Building & Restoration, Inc.

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Dear ***,
Thank you for giving us the opportunity to respond back to
Ms*** ***’s complaint.
Ms.***’s
complaint is that she feels that she did not get
the results she feels she was promised and that the items we got deleted from
her credit reports are still there. She
wants us to complete the job.
When a client signs up with our services we clearly state
that we DO NOT and CANNOT guarantee resultsHowever, we do guarantee our
customer serviceThey can also cancel their case at any time without any
penaltyWe worked very hard on Ms.***’s case when we couldIf a client's
case goes past due then we have to stop working and contact them for payment
Ms*** *** signed up with us on 12-31-Her first work fee was charged
on 01/07/for $65, then the first monthly payment was paid on 02/05/
for $She went past due for the March payment and never spoke to us again or
brought it currentBecause we bill at the end of the month for the previous
months work we were not about to do any work on her case once she went past due
in March
While she was an
active client with us we sent dispute letters out every month from the time she
signed up on 12-31-to 03-05-2015. Ms.***
is upset because she feels the accounts we said were removed are still on her
credit reports and she wants us to finish the job Again, we cannot promise or guarantee any
specific outcome and because we only had full months to work on her credit
reports we were not able to get as much done as we would have likedMs***
did however, get some good results during those months with the information
that we hadPlease see each report status below:
Equifax: negative items on the report, none were removed
during disputing
Experian: She never sent us an Experian report so we could
not dispute to Experian
TransUnion: negative accounts when she started and now
there are only left, negative accounts removed
When client’s sign up with us, we advise them in the
beginning that this process can take 6-months on average and our average is
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 somethingI understand that this process
can be very frustrating but we advised Ms*** that we cannot promise or
guarantee any account being deleted but we will work very hard on the items for
herWhile Ms*** was a client we did receive updated credit reports back and
there were positive results
We have worked hard for Ms*** and want her to be happy
with the work that we have done for herHer case is currently closed and no
work is being done but I can waive the past due balance that is due, reinstate
her case, and give her two months of free service if she would like us to
dispute againI feel that we have done an excellent job for Ms*** in the
timeframe that we had and it is unfortunate that we could not get every account
fixed for her but we can only do so much work in months
I feel that all of the above information should answer all
of the questions at hand. This should
resolve Ms***'s concerns as well and put this at a RESOLVED status. If you have any other questions please feel
free to contact meIf Ms*** is interested in reinstating her case and
getting two months free, please have her contact me at ###-###-#### or by email
at [email protected]
Thank you,
Kristi Thornton
Director of Operations
Ovation Credit Services, Inc
###-###-#### *** ***
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Here at Ovation Credit Services the happiness of our clients is very important to usOnce we received this complaint we contacted Ms.*** and reviewed her case and addressed her concerns. Her case has been closed out and a refund was issued to Ms*** in the amount of $Ms
*** was very happy with this outcome and should be contacting you to advise you of the sameThis complaint has been resolvedThank you for allowing us the opportunity to take care of our client!Thank you,*** ***Director of OperationsOvation Credit Services, Inc###-###-#### Direct***

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*** ** *** RE: Ms*** *** ID # *** Dear *** Thank you for giving us the opportunity to respond back to Ms*** ***’s complaint. To recap, Ms***’s
complaint is that she asked to cancel her case on 10-01-and when she looked at her bank account she did not see a charge from us, but then when she called our offices she was told that we billed the $already and it is non-refundable after daysShe feels we did not do any work on her case so she should be refunded the $first work fee It doesn’t seem that Ms*** reviewed the terms for her case or the service agreement that we emailed to her when her case was set upWe never want our clients to be upset or frustrated with their service and/or their caseHowever, our policy is that we do not refund the First Work Fee after the first five daysWe try very hard to go above and beyond for our clientsThat is why we email all of our clients a copy of the agreements and contracts that they agree to during the sign up processWhen a client signs up over the phone, we read the terms and conditions to them and get a verbal agreement on a recorded line, we provide their agreements on their account online and we email them a copy of everything as wellOnce their case is set up we also call every couple of days to review the case and each step with the clientWe send follow up emails to make sure we are contacting them in one form or another to update them on work being done. We called Ms*** for case reviews and sent emails but did not receive much replyShe signed up on 09/09/and we did not hear anything back from her again until 10-01-when she sent an email to cancel her case Even though I have review this information with you and advised you that the First Work Fee is not refundable after the first five days, I did go ahead and refund the $back to Ms*** and closed out her case so there will be no further work or charges on her file This should resolve Ms***’s concerns and put this at a RESOLVED status. If you have any other questions please feel free to contact me Thank you, *** *** Director of Operations Ovation Credit Services, IncDirect: ###-###-#### ***

We strive to show consumers the real value in maximizing credit scores and how Ovation Credit Services can help achieve financial goals. It's unfortunate, we were not able to achieve Ms. [redacted]'s goals.  We reached out to Ms. [redacted] on 1/22/2018 to ensure her concerns were addressed...

and agreed to provide a full refund. Ms. [redacted] was pleased with the discussion and stated she would notify the Revdex.com that her complaint was resolved to her satisfaction. We hope to earn her business back another time. Please let me know if you have any questions.     Thank you, [redacted] Director of Client Experience Ovation Credit Services, Inc. Office ###-###-#### [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]

[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]

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!

[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]

[redacted]
[redacted]
[redacted]
[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]