PeggyBank

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution only happened after I made my complaint to Revdex.comI accept my items, will never do business with that company again as they provided horrible service (one VHS was rejected as copy write but was not reviewed to see there was a kids softball game & one digital copy I received was not even mine), and will not seek a refund from the original owner as I did receive my items and do not want to have anything more to do with this company Regards, [redacted]

I read through this complaint and want to express my apologies for the negative experience this customer has had so far The system we are currently using to manage orders was developed by the previous owner We are working to migrate the order data into our system so that it is properly managed and issues like this do not fall through the cracks in the future We should have loaded all of the files for both orders onto the first flash drive, which would have avoided the additional headache and frustration for the customer I’m happy to hear that all of her original materials have been received along with the digital files for one of her orders I just emailed my team and we should have the files for the other flash drive loaded and shipped today or tomorrow I understand this is probably something that the customer was told before, but I will make sure it happens If you need additional information from me, please let me know I’m happy to help in any way possible Regards, Koa [redacted] ScanDigital, Inc Tel [email protected]

I’m writing in response to complaint [redacted] This is a PeggyBank customer who received their original materials back but did not receive the digital files for their order She is seeking a refund for the amount she paid, which is understandable, but this payment was made to the previous owner of the business We’ve attempted to connect customers with the previous owner on previous occasions to resolve refunds similar to this one, but have found little success We are recommending that customers in this position dispute the charges with their financial institution It has proven to be the most successful method of receiving the funds back Please let me know if you have any questions or need additional information Regards, Koa [redacted] ScanDigital, Inc

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Their remark that it was not paid for is inaccuateI spent $on the groupon for their service and shipping to get them my slidesI have since received my slidesThey have not reimbursed my moneyI want my money back! Regards, [redacted] ***

Thank you for writingto us about this complaint-( [redacted] ) and-giving me the opportunity to explain our situation, and the specific details of this customer's order At the beginning of 2014, PeggyBank started running promotional offers with groupon.comGroupon is a website that connects consumers with businesses who are offering products or services at a deeply discounted ratePeggyBank found success with this customer acquisition tool, because they provided a quality product that most people could use, and did so at an incredibly affordable rateAs a result, the large # of sales with Groupon, turned into an increasing volume of orders to be processed In the middle of 2014, with continued Groupon sales, the PeggyBank team was struggling to keep up with demandFalling further and further behind, their turnaround times ballooned from 2-weeks to an estimated 4-monthsIn actuality though, after calculating their total backlog and output, they were operating with a turnaround time closer to months By that point, the owner of the business was looking for a solution to continue providing their services to these new customers, within an acceptable amount of timeHe spoke with my boss, because our company provides similar services, and outsourcing the large amount of work to us would help accomplish what he was looking forIn October of last year, the entire backlog of orders was trucked cross country from Omaha, Nebraska to our facility We took on the tall task of helping the PeggyBank brand across the board, from customer service, to fulfilling orders, to website managementWith a larger, better equipped team, our goal was to help salvage the PeggyBank brand and provide a customer experience that was as close to acceptable as possibleAt that time, we inherited 5,5004- orders, with new orders coming in every day Fast forward to today and we are more than 80% through the backlog of ordersWith a remaining 1,left to be inventoried and processed, we are close to being completely caught up and in a position to provide the ideal customer experience with a turnaround time of 2-weeks Due to the personal nature of our business, we understand that customers may feel uneasy at times, because we are holding their treasured memoriesIn some cases, these are the only copies they have of a loved one who has passed away, and we take the security of these materials very seriouslyOne of the systems that we implemented when taking over the backlog of orders, was a barcode system to fully inventory all of the orders into our database so at any given point we can find an order in our warehouseThis was not in place with previous management, and has improved efficiency since its implementation I will check with my team first thing tomorrow morning to figure out what is delaying this orderI'll make sure it is a priority for the team and we focus on sending the completed order out by the end of this week Please let me know if I can provide any additional details regarding our situation or this particular customer's orderWe are always happy to help in any way possible.Koa [redacted]

Thank you for sending me this complaint and providing us with the opportunity to address the customer’s concerns PeggyBank has unfortunately made the difficult decision to close its doors The business was not able to continue to operate with ScanDigital While we made every effort to process as many orders as possible for PeggyBank This particular order was not paid for so it was not started, and simply closed out incomplete The materials for this customer have been shipped back and show as being delivered The UPS tracking # is [redacted] It appears this complaint was submitted the Friday before the package was delivered, and should be resolved at this point If you have questions or need additional information, please let me know Thanks, Koa [redacted] ScanDigital, Inc Tel [email protected]

At the beginning of 2014, PeggyBank started running promotional offers with groupon.com Groupon is a website the connects consumers with businesses who are offering products or services at a deeply discounted ratePeggyBank found success with this customer acquisition channel, because they result, the large # of sales with Groupon, turned into an increasing volume of orders to be processed By the middle of 2014, with continued Groupon sales, the PeggyBank team was struggling to keep up with demandFalling further and further behind, their stated turnaround times ballooned from 2-weeks to an estimated 4-monthsIn actuality though, after calculating their total backlog and output, they were operating with a turnaround time closer to 10-months The owner of the business was looking for a solution to help provide their services to these new customers, within an acceptable amount of timeHe spoke with my boss, because our company provides similar services, and outsourcing the large amount of work to us would help accomplish what he was looking for We took on the tall task of helping the PeggyBank brand, from customer service, to fulfilling orders, to website managementWith a larger, better equipped team, our goal was to help salvage the PeggyBank brand and provide a customer experience that was as close to acceptable as possibleAt that time, we inherited 5,500+ orders, with new orders coming in every day Fast forward to the middle of and we were SO% through the backlog of ordersWith a remaining 800-1,left to be inventoried and processed, we were close to being completely caught up and in a position to provide the ideal customer experience with a turnaround time of 2-weeksUnfortunately, PeggyBank did not honor the financial obligations that were outlined in our agreementWe are no longer able to process their orders, and they have since decided to close their doors for business There are a number of PeggyBank customers who are seeking refunds for their ordersWe are suggesting these customers file a chargeback dispute through their financial institutionThis has proven to be the quickest and most efficient way to secure their fundsSince this payment was made to the previous owner of PeggyBank, current ownership is unable to process the refundI can provide contact information for the previous owner, but that hasn't proven to be successful with other customers We apologize for the inconvenience and less than ideal experience that this customer has hadIf this customer would like contact information for the previous owner, I would be happy to provide that

I received a follow up in the mail for this complaint When I mentioned below that the order was not paid, I was referring to the additional amount required to process the orderThe customer spent $with Groupon and needs to contact them directly to obtain their funds We did not receive the $they paid Groupon and would not be able to give this money backPlease let me know if I can provide any additional information to assist with the situationKoa [redacted] ScanDigital, [email protected]

I purchased conversion services from PeggyBank on 12/(Order #***), shipped over old family audio tapes as well as Super tapesFollowed up with them on February and was told that even with the backlog of requests that it would be about seven to eight weeksIn May I got another email from them saying they received my mediaIn July I specified that I wanted to have my media transferred to a USB stick and paid for that (Order #***)I've tried calling but just get voicemailAnd emailing generates a canned responseIt was only after I submitted a complaint that they sent me a generic email on October saying that my order fell into one of three statuses: "- We were unable to process your orderIn this case, you should have received your order (or will be shortly) with a written explanation and additional options- Processing of your order had begun prior to the decision to shutdown our businessIn this case, your order will be processed and we are doing our best to return it you as soon as possibleThis includes customers only waiting for flash drives, DVDs or Dropbox files- Customers with new orders - ScanDigital has agreed to accept PeggyBank discount vouchers at the face value, if you have oneThey will also work on pricing with customers on a case-by-case basis." It's nearly a month later and I still haven't received any of the above

Thank you for forwarding this complaint to me It is important that I am aware of all negative customer experiences, such as this one, to take the necessary steps to improve our systems and processesI am very sorry that it has taken so long for this order to processCustomers should never be left with unanswered responses and feelings of being scammedThis is not our intent, and we will do what we can to remedy the situation I will work with our team to finish this order by the end of next weekIt looks like the transfer process has begun, but we have not been able to fully capture all of the footage on every tape that was receivedIf the team is unable to capture the footage by Monday/Tuesday, I will work with them to figure out next steps In addition, I would be happy to offer [redacted] a credit to transfer additional tapes in the futureI can assure her that we will do everything possible to make her next order a speedier experienceIf she informs me ahead of time, I will prioritize her order ahead of others, to speed up the overall process If you have any questions or need additional information, please let me know Koa [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me Regards, [redacted]

The package was delivered in December so this should be resolved Let me know if the customer is still in need of additional information though Koa [redacted] ScanDigital, Inc Tel [email protected]

I looked up this order and discovered that the materials were already shipped and delivered to the customer. UPS Tracking: *** can be verified
As it relates to the overall customer experience and length of turnaround time, we have been overwhelmed over the past years
and apologize for the negative impact our situation has had on this customer. If this customer would like to pursue a refund, I can provide contact information for the previous owner of the business, who received the original payment. Customers have experienced mixed results when seeking a refund from him. Unfortunately, we are unable to issue refunds that relate to payments that were not received by the existing PeggyBank ownership
Please let me know if you have any questions or need additional information
Regards,
Koa ***
ScanDigital, Inc
Tel
[email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.I would just like to clarify some points made by the business:1) The reason my package was returned back to the company was because it was not shipped to my current address that I had called to tell them to change within the first month of me sending the videos in to be converted (July 2014) I also updated my profile on the PeggyBank website to reflect the correct current address To add to this, nobody ever provided me with the original tracking number, and since they have discontinued using phone representatives to provide customer service, the only service customers received are unintelligent responses that actually provide no information to the consumer.2) Turnaround times for responses to email requests to PeggyBank: 7-days, with no other option to contact to get information.3) You're far from providing even remotely close to an ideal experience for customers, most customers like having a company that they can actually get a hold of and not just hope and pray someone will eventually reply back.4) If the Groupon caused so much problems, why don't you (now that you're owners of the PeggyBank business) take the Groupon down and remove that lame excuse from the PeggyBank website?https://www.groupon.com***
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. The check can be mailed to: *** ** *** ** *** ** ***
Regards,
*** ***

This complaint was received in the mail and forwarded to me today. Unfortunately, after reading through it, I’m not sure what needs to be done on our end. We are diligently working through the backlog of orders inherited by the previous owner of the business, and have processed 85-90% of
it. At this point, we are working on damage control, completing these orders, and fixing the business
As it relates to this customer, she unfortunately hasn’t given us an opportunity to provide the services she ordered. I understand her concerns based on what she may have read online, but human nature very often provides large amounts of feedback when it’s negative, and very little when it’s positive. We have processed thousands of orders (close to 5,000) that we inherited. It’s understandable that the customers who posted complaints would not take the time to go back and post updates with positive results that they’ve experienced, but I mention this only to say that negative comments online do not paint the entire picture of the situation
We are fixing a problem created last year by former management. We are heading in a great direction with the business, but it is very difficult to do so when we have so many upset customers. We are doing our best to work with each one individually to respond to every complaint and provide the level of service our customers deserve
Beyond that, please let me know what other information I can provide, questions I can answer, or more we can do. We are happy with the progress we’ve made this far, and I understand it is difficult for a single customer to see what we’ve done. But we’ve helped close to 5,customers receive their materials, along with the digital copies; something that would not have happened with previous management
Regards,
Koa ***
ScanDigital, Inc
Tel
[email protected]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This fee was paid with a credit card, and is long past the time frame of appeal. I already tried. If they woun't refund my money, they should offer to re-process my order at no charge.Regards,*** ***

We received complaint for case ID ***. This customer’s order is complete and will be shipping out of our facility today. We sincerely apologize for the delay in processing this order. The PeggyBank brand has gone through some unfortunate changes which have resulted in many
customers’ orders returned incomplete. Thankfully this customer will be receiving their original materials along with her digital copies
The patience of our customers is always appreciated
Please let me know if I need to provide additional information or answer any questions
Koa ***
ScanDigital, Inc
Tel
[email protected]

Thank you for writing to us about this complaint (***) and giving me the opportunity to explain our situation, and the specific details of this customer's order
At the beginning of 2014, PeggyBank started running promotional offers with groupon.comGroupon is a website that connects
consumers with businesses who are offering products or services at a deeply discounted ratePeggyBank found success with this customer acquisition tool, because they provided a quality product that most people could use, and did so at an incredibly affordable rateAs a result, the large # of sales with Groupon, turned into an increasing volume of orders to be processed
In the middle of 2014, with continued Groupon sales, the PeggyBank team was struggling to keep up with demandFalling further and further behind, their turnaround times ballooned from 2-weeks to an estimated 4-monthsIn actuality though, after calculating their total backlog and output, they were operating with a turnaround time closer to months
By that point, the owner of the business was looking for a solution to continue providing their services to these new customers, within an acceptable amount of timeHe spoke with my boss, because our company provides similar services, and outsourcing the large amount of work to us would help accomplish what he was looking forIn October of last year, the entire backlog of orders was trucked cross country from Omaha, Nebraska to our facility
We took on the tall task of helping the PeggyBank brand across the board, from customer service, to fulfilling orders, to website managementWith a larger, better equipped team, our goal was to help salvage the PeggyBank brand and provide a customer experience that was as close to acceptable as possibleAt that time, we inherited 5,500+ orders, with new orders coming in every day
Fast forward to today and we are more than 80% through the backlog of ordersWith a remaining 1,left to be inventoried and processed, we are close to being completely caught up and in a position to provide the ideal customer experience with a turnaround time of 2-weeks
With regards to this particular customer, we actually shipped the customer's materials back in May but the package was returned to us because the customer was no longer thereIt took us time to update the shipping address and ship the package back out, which was delivered last Monday (07/27/15)
We apologize for the amount of time it has required us to complete this order, along with the rest of the backlog we inheritedWe are close to the end of the backlog, and are confident the experience we can provide for future customers will be much more idealIt has been a difficult year for our customers and we appreciate the patience and understanding
Please let me know if I can provide any additional details regarding our situation or this particular customer's orderWe are always happy to help in any way possible.*** ***

I received this complaint and am responding on behalf of PeggyBank
We sincerely apologize for the negative experience that this customer had. PeggyBank has regretfully closed for business and has returned all customer materials that were not processed. Since this customer has
not received the services she paid for, she is entitled to a refund. I can help this customer by sending contact information for the previous owner who retains the funds that were paid. We unfortunately are unable to process the refund for this order, but the previous owner should be able to.
We have attempted to connect customers with the previous owner in the past but it has been difficult to secure their refund. The approach that has been more successful is to work with the customer’s financial institution directly. They are often able to reverse the charges through chargeback disputes to obtain the customer’s funds. If the customer would like contact information for the previous owner, please let me know and I’d be happy to provide it
While I wish we could do more, our hands are tied because the business is closed and we don’t have access to the funds that most customers have paid. We hope this helps the customer recollect their funds from the original owner of the business
Customer: *** ***
Order #:***
Koa ***
ScanDigital, Inc
Tel
[email protected]