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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] 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]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11634111, and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, Alan [redacted]
In response to the following: [redacted] *** [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] After researching this account I see that Mr [redacted] chose to participate in a research study program on 11/22/16According to call recordings on 12/29/and again on 1/3/17, it appears that Mr [redacted] already agreed to a partial refund after failing to complete the study on 12/29/16.Per the call recording, his mention that "everyone was gone for the day (3:30p)" was in relation to when his partial refund would be processed.According to bank records, the refund was processed the following day on 12/30.If there are other questions regarding what was agreed to, additional information, participation timelines, account lrecords & program terms signed by Mr [redacted] are available
Situation Timeline:7/15/16: Mr [redacted] enrolls in the study program - Order# [redacted] - Customer ID# [redacted] 7/15/16: All test materials were shipped the same day - USPS Confirmation# [redacted] 7/15/16: An email confirmation is automatically sent regarding enrollment along with a username / password to complete the study online (no surveys are actually sent as Mr [redacted] claims - this is all conducted online as indicated upfront during the enrollment steps and again with this email)7/25/16: According to the USPS, this was delivered to Mr [redacted] in Alaska at 11:32am - Packaging inserts / instructions all repeat how the study is done online and in multiple locations - See PDF packaging inserts & instructions.7/27/16: A study coordinator called & left a voicemail msg to follow up and remind Mr [redacted] to begin the study program by going online - See [redacted] Contact History.7/28/16: Mr [redacted] attempts a login to the site, but was initially locked out for being behind schedule.7/28/16: Mr [redacted] is provided a second chance and successfully logs into the site - See [redacted] Login Attempt records7/28/16: Upon logging in: - Mr [redacted] agrees to the participation agreement - Activates Test Kit of - Is again reminded of the study schedule and due dates along with all the steps relating to the study - see portal screen shot - Expectations and steps have now been presented at least times7/29/16: The following day, Mr [redacted] logs back into the site and completes the 1st survey online ("Base Survey") - See [redacted] Portal screen shot - As noted, the next minute survey #is due the following week on 8/68/15/16: Mr [redacted] has chosen to not complete any further steps and is disqualified from the program after missing major checkpoints.Since he also opted to not contact a study coordinator (toll-free phone numbers are prominently listed in multiple locations) and did not return any study materials, the company was left with no option other than to bill Mr [redacted] for materials sent.8/15/16: Mr [redacted] calls customer service regarding the billed materials and was informed of his non-participation - While he chose to not complete the program, a settlement was agreed to on 8/where 50% would be refunded.8/16/16: $was refunded to the card on file - See [redacted] Contact History.In closing, Mr [redacted] - Was reminded of program expectations multiple times, in multiple locations and in multiple forms (online, telephone, paper, email) - Clearly knew about the online process and how surveys would be conducted after having successfully logged in - Demonstrated competency in completing the initial steps - Chose not to complete the program - Chose to keep all test materials - Agreed to a settled amount after having failed to meet obligations.As it currently stands, it was understood that both parties agreed to a settlement.If not, the company reserves the right to reverse the settlement and submit the balance to debt collection for the remaining amounts due
In response to the following: Customer ID: xxxxxxxx*** Telephone Number: [redacted] E-Mail Address: [redacted] Shipping confirmation: xxxxxxx [redacted] 1) Mr [redacted] has **not [redacted] yet been charged this amount He was provided notification that his account was locked after failing to complete the study in a timely manner The study program, like any other clinical trial program requires timely participation- missing an appointment would result in study disqualification While that's the case, if our study participant misses an appointment, they are provided a grace periodbut this requires actual contact with a study counselor either at 866- [redacted] , M-F 9-6p EST or by email (24hrs) to discuss the situation, explain the reason for missing an appointment and address/clarify any other expectations Mr [redacted] did call on 6/3, after hours at 10:31pmEST Mr [redacted] has attempted no further contact by phone or email At this point, if he calls before end of day 6/(during business hours) a counselor might be able to unlock his account and continue participation- although in a time sensitive study, where changes happen each week, timeliness is critical A counselor called Mr [redacted] again on 6/to discuss possible options (no answer)2) Regarding reminders: - Upon enrolling in the study, Mr [redacted] was sent an email with an outline of dates - The shipped study materials include a clear timeline of required steps - A follow on email was then sent to re-remind timely participation - The study portal outlines all study chedates Mr [redacted] is familiar with all the dates & terms of participation having already visited the portal at least 3x prior when completing earlier surveys- he is currently on Survey # - Our study counselor called Mr [redacted] on 5/to remind him of study steps3) Study surveys: - There are only study chesurveys - These are only once a week, on the same day of the week (at any time that day) - A chesurvey takes less than minutes to complete (less time than travel to a clinical research site and/or even faxing or mailing response info) - The min chesurveys can be done online from anywhere- including mobile devices - These are not cumbersome surveys, designed with the least number of questions needed to support the study.Conclusion: In order to develop publishable, accurate data, participants need to complete the research in a diligent, accurate & timely manner We strive to make this as easy / simple as possible for all participants Poor engagement, missed dates and/or careless participation results in invalid results and unnecessary costs Upon study completion, participants are paid electronically for their participation with a credit paid to the credit card on file
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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] 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]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11634111, and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, Alan [redacted]
In response to the following: [redacted] *** [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] After researching this account I see that Mr [redacted] chose to participate in a research study program on 11/22/16According to call recordings on 12/29/and again on 1/3/17, it appears that Mr [redacted] already agreed to a partial refund after failing to complete the study on 12/29/16.Per the call recording, his mention that "everyone was gone for the day (3:30p)" was in relation to when his partial refund would be processed.According to bank records, the refund was processed the following day on 12/30.If there are other questions regarding what was agreed to, additional information, participation timelines, account lrecords & program terms signed by Mr [redacted] are available
Situation Timeline:7/15/16: Mr [redacted] enrolls in the study program - Order# [redacted] - Customer ID# [redacted] 7/15/16: All test materials were shipped the same day - USPS Confirmation# [redacted] 7/15/16: An email confirmation is automatically sent regarding enrollment along with a username / password to complete the study online (no surveys are actually sent as Mr [redacted] claims - this is all conducted online as indicated upfront during the enrollment steps and again with this email)7/25/16: According to the USPS, this was delivered to Mr [redacted] in Alaska at 11:32am - Packaging inserts / instructions all repeat how the study is done online and in multiple locations - See PDF packaging inserts & instructions.7/27/16: A study coordinator called & left a voicemail msg to follow up and remind Mr [redacted] to begin the study program by going online - See [redacted] Contact History.7/28/16: Mr [redacted] attempts a login to the site, but was initially locked out for being behind schedule.7/28/16: Mr [redacted] is provided a second chance and successfully logs into the site - See [redacted] Login Attempt records7/28/16: Upon logging in: - Mr [redacted] agrees to the participation agreement - Activates Test Kit of - Is again reminded of the study schedule and due dates along with all the steps relating to the study - see portal screen shot - Expectations and steps have now been presented at least times7/29/16: The following day, Mr [redacted] logs back into the site and completes the 1st survey online ("Base Survey") - See [redacted] Portal screen shot - As noted, the next minute survey #is due the following week on 8/68/15/16: Mr [redacted] has chosen to not complete any further steps and is disqualified from the program after missing major checkpoints.Since he also opted to not contact a study coordinator (toll-free phone numbers are prominently listed in multiple locations) and did not return any study materials, the company was left with no option other than to bill Mr [redacted] for materials sent.8/15/16: Mr [redacted] calls customer service regarding the billed materials and was informed of his non-participation - While he chose to not complete the program, a settlement was agreed to on 8/where 50% would be refunded.8/16/16: $was refunded to the card on file - See [redacted] Contact History.In closing, Mr [redacted] - Was reminded of program expectations multiple times, in multiple locations and in multiple forms (online, telephone, paper, email) - Clearly knew about the online process and how surveys would be conducted after having successfully logged in - Demonstrated competency in completing the initial steps - Chose not to complete the program - Chose to keep all test materials - Agreed to a settled amount after having failed to meet obligations.As it currently stands, it was understood that both parties agreed to a settlement.If not, the company reserves the right to reverse the settlement and submit the balance to debt collection for the remaining amounts due
In response to the following: Customer ID: xxxxxxxx*** Telephone Number: [redacted] E-Mail Address: [redacted] Shipping confirmation: xxxxxxx [redacted] 1) Mr [redacted] has **not [redacted] yet been charged this amount He was provided notification that his account was locked after failing to complete the study in a timely manner The study program, like any other clinical trial program requires timely participation- missing an appointment would result in study disqualification While that's the case, if our study participant misses an appointment, they are provided a grace periodbut this requires actual contact with a study counselor either at 866- [redacted] , M-F 9-6p EST or by email (24hrs) to discuss the situation, explain the reason for missing an appointment and address/clarify any other expectations Mr [redacted] did call on 6/3, after hours at 10:31pmEST Mr [redacted] has attempted no further contact by phone or email At this point, if he calls before end of day 6/(during business hours) a counselor might be able to unlock his account and continue participation- although in a time sensitive study, where changes happen each week, timeliness is critical A counselor called Mr [redacted] again on 6/to discuss possible options (no answer)2) Regarding reminders: - Upon enrolling in the study, Mr [redacted] was sent an email with an outline of dates - The shipped study materials include a clear timeline of required steps - A follow on email was then sent to re-remind timely participation - The study portal outlines all study chedates Mr [redacted] is familiar with all the dates & terms of participation having already visited the portal at least 3x prior when completing earlier surveys- he is currently on Survey # - Our study counselor called Mr [redacted] on 5/to remind him of study steps3) Study surveys: - There are only study chesurveys - These are only once a week, on the same day of the week (at any time that day) - A chesurvey takes less than minutes to complete (less time than travel to a clinical research site and/or even faxing or mailing response info) - The min chesurveys can be done online from anywhere- including mobile devices - These are not cumbersome surveys, designed with the least number of questions needed to support the study.Conclusion: In order to develop publishable, accurate data, participants need to complete the research in a diligent, accurate & timely manner We strive to make this as easy / simple as possible for all participants Poor engagement, missed dates and/or careless participation results in invalid results and unnecessary costs Upon study completion, participants are paid electronically for their participation with a credit paid to the credit card on file