Renatus, LLC

Dear Revdex.com, As soon as this complaint was brought to our attention we engaged in an extensive review of the customer’s history and experience with the companyI spoke to four different Independent Student Advisers who worked personally with [redacted] They were as shocked as I was to receive this complaint [redacted] enrolled in our courses October and shared his excitement about the classes he viewed with of the IMAs he worked withHe talked about the strategies he was learning and what he had started implementingHe also enrolled as an Independent Student Adviser (IMA) so that he could share his excitement with other potential studentsHis trainer, Ron I***, worked closely with [redacted] for months and was never notified of any dissatisfaction with the educational courses he purchasedHe claims that he personally contacted the company November 17, We have logs to verify every call that is received by the company and create customer care notes to ensure that we are meeting the needs of each of our customersWe have no record of any attempt from him personally to contact the company with concerns or complaints regarding any aspect of our products or business On March 14, we received notification from Chase Bank about a chargeback inquiry from ***He was attempting to receive a credit from his credit card company for his purchaseThe credit card company denied his request after we provided them with all of the necessary documentation to substantiate purchase fulfillmentAgain, [redacted] never contacted the company or expressed his dissatisfaction to Renatus or the IMAs who were in contact with him clear through April [redacted] has made claims about our product offeringsHe purchased our Xtream Plus Combo package which includes unique real estate investing classesHe claims that he should have received We discussed the inaccuracy of this perception with [redacted] and helped clarify what a "Vocational Track" consist of and why different Tracks can contain the same class as another TrackVocational Tracks contain the content and classes that we believe are required to become proficient in a particular investing strategyIf you want to learn how to fix and flip property you will need the Private and Hard Money classThe same is true if you wish to understand Short Sale investing, which is why each of these tracks contain a common classThis is all explained in detail in our follow up orientations hosted each week by Nanci R***I also notified [redacted] of the fact that we have new classes under development that all of our Xtream Plus package students will receive for freeAs a matter of fact, each time we update a class or create new classes we give those classes to existing students without additional chargeOur students enjoy Complimentary Lifetime Access after the first yearWe started the company in with classes, to date we have classes with more in production, which will bring our total to Over the years our students who purchase our educational packages continue to receive benefits far beyond their original purchase agreements because of the addition of new classesI don't know of another company in our space who gives so generously and who continues to support students for years after their initial purchase Here is a list of our existing class offerings; Real Estate Essentials, Tax & Legal Strategies Day 1, Tax & Legal Strategies Day 2, Self-Directed IRA/401k, Real Estate Red Flags, Creative Acquisition Strategies, Finding the Deal of the Decade Every Week, Real Estate Marketing, Credit Management, Interest Reduction Strategies, Auctions, Buy & Hold 1, Buy & Hold 2, Commercial Real Estate Intro, Commercial Real Estate Analysis, Commercial Real Estate Leases, Commercial Real Estate Lending, Commercial Real Estate Purchasing, Fix & Flip 1, Fix & Flip 2, Foreclosures, Investment Property Management, Lease Options, Managing Property Managers, Market Analysis, Multi-Family 1, Multi-Family 2, Negotiations, Private/Hard Money, Raising Money & Partnerships, Title, Escrow & Closing, Real Estate Sale Success, Seller Financed Notes 1, Seller Financed Notes 2, Short Sales 1, Short Sales 2, Subject-to-purchases, Tax Deeds & Liens, Understanding Bankruptcy, Understanding Mortgages and WholesalingAlmost all of our classes are approximately hours in lengthWe also need to address the accusation that our content is outdated and was created in Nothing could be further from the truthWe are engaged in re-recording classes multiple times each yearIf a strategy needs refreshing then we bring in the instructor and re-record itThe only time a class remains unchanged for an extended period of time is when the strategy itself remains unchangedTo date we have classes that have remained unchanged since the end of Each of them are scheduled for refreshing this year, but that is because it’s time to re-fresh the look and feel of the class, not because there will be content changes to the strategiesI have offered [redacted] additional support, coaching, my own personal time and a fresh start with Renatus, but we will not be issuing a refundHis refund eligibility expired over months ago and he has consumed much of the education he purchasedHe has and will continue to receive all that he purchased from our company

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 Sincerely, Crystal W***

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 meI only requested access to the account again because I wanted a copy of both of my signed agreementsFor which I found that they reflected only the date I was accessing them not the original sign dateAnd I notified customer service of this with no responseAnd I asked only two access this because she refused to give me copies of the signed agreementsShe only gave me copies of my invoices I did not attend multiple eventsAs a matter fact I did not attend any eventsAnd after viewing the first few of the course videos I found that I already knew this informationWhich I had previously obtained through significantly less moneyAnd I also learned that this is not my passionAnd if it’s not my passion is something that I cannot pursueI have withdrawn from everything and I am no longer doing anything to do with real estateI’ve accessed my account only ones since to inform my up line exactly how many people I had already put in to the system as leads I think it is also unacceptable to have a seven day refund policyAll they need to do is shut down my account and I have zero access to anythingAnd this is exactly what I’ve asked them to doSincerley, [redacted] Sincerely, [redacted]

*** *** purchased an Independent Marketing Affiliate and enrolled as customer of our company on January 12, and then purchased access to our Essentials education services on February 6th, I have attached the Independent Marketing Agreement as well as the Essentials education
services agreementEach of these signed agreements includes a definition of the Renatus refund policyEach purchaser must agree with their signature to our day refund policy*** signed on January 12th and February 6th respectivelyAfter the initial purchase, *** attended several events and was taking full advantage of the opportunity Renatus providedBetween January 12th and February 18th *** was in contact with our customer service teamSeveral times gratitude and appreciation for the opportunity were expressedAfter the access to the education services was purchased, *** started taking advantage of that as wellI would happily send more copies of those conversations but am limited to the number of attachments I can includeI have attached not only the signed agreements but the ultimate refund request and subsequent customer service responseAfter the initial request was received Friday February 16th at 10:PM(days outside of her education services rescission period and days beyond her Independent Marketing Affiliate rescission period), our customer service team responded the following Monday morning*** was reminded of the day refund policy as well as encouraged to take advantage of the services to which she purchased accessAfter the initial exchange, *** un-subscribed from our email system which automatically suspends access to the accountAfter we were notified that she desired continued access, we re-activated her account and continued to offer any service possibleTo date, *** has full access to her account and can continue to take advantage of the Renatus servicesOur customer service team, company leadership and independent marketing affiliates stand at the ready to continue to serve her. Best Regards, JS***

Complaint: ***
I am rejecting this response because:The claim Scott R*** and his attorney makes that I signed up solely for the classes is 100% untrue. I had reviewed several schools prior to Renatus, and turned them down because they offered no after-class support. His claim that he had no knowledge of the "third party", as well as his claims that he never heard of Practicum Group and that they are unrelated to Renatus are also untrue, and is emphasized by the Certification of Completion attached. On the morning webinars, Scott claimed active involvement in both of these lending agencies, repeatedly stating that only those in his group could take advantage of the 10% down loans. My problem is that the voice part of the webinars is when Scott R*** made these promises and nothing was written on his whiteboard that I could photograph. If enough people come forward with the same grievance against this advertising, the truth will be established. Concerning the $21,000, I spent months traveling to seminars, paying for hotels, planes, etcnot to mention paying out marketing and advertising costs for the Renatus Education Systems, always with the promise of working with Scott's group afterward to finance their deals, only to find out that the entire marketing plan is a lie - for those who live in certain low-turnover states. This was stated by Practicum Group on the webinar which aired the next to last class I attended. Attached is my certificate of completion from Practicum.
Sincerely,
*** ***

Dear Revdex.com of Utah,I mailed a letter in response to this complaint on July 7, I followed up with a phone call this morning and was informed that they couldn't find the letter, but that they could send me a link so that I could handle it onlineThis letter is in response to complaint #***
receive by our company on July 6, 2015.The customer contacted our company to request a refund of $125.00 on 5-22-Our policy is to have refunds processed within business days from refund approvalThis refund request was delayed on our end because of a programming challengeThe tool we have designed to interface with our credit card processor was not workingUnfortunately, it took us a while to identify the problemOnce the challenge was identified we manually refunded the customers moneyI have attached a refund receipt dated 6-9-for $125.00.We apologize for any inconvenience that this may have caused our customerIf you have any other questions regarding this account please don't hesitate to call.Thank you,Bob S*Renatus CEO

Hello ***,I left a message for you earlier and would love to talk about your experience with Coral G*** and your request for a refundMy phone number is ###-###-####I will be back in the office Monday afternoonPlease give me a call or let me know a time that I can call you.Thank you,Bob
S*Renatus CEO

We could go back and forth forever, but it will not change the fact that ***'s Renatus purchase decision had nothing to do with the alleged promises of an unrelated 3rd partyShe purchased Renatus educational programs in November of 2014, months before she was exposed to the Practicum group; even if she would had knowledge of this lender it wouldn't have made a difference with regards to her request for a refund from our companyThe hard money lender she has issues with has nothing to do with Renatus, and her refund eligibility had long since expired by the time she requested a refundIts also important to note that she consumed all of her classes, participated on webinars, conference calls and attended numerous meetingsShe has received her product purchase in its entiretyAlso, the first time she contacted the company to request a refund was October of Our customer service representative informed her that she was almost months outside of her refund eligibilityAfter acknowledging our policy she changed her request and asked for a zero percent interest loanShe was informed that we are not a lender and do not issue loansWe did not hear from her again until she started filing complaints with her state agencies*** claims that she spent over $21,with us and wants the money returned to herThe reality is that she purchased an Advance Combo Package from Renatus which totaled $6,994.00, not $21,I have previously provided copies of her purchase agreements to verify these amounts and find myself confused as to why she is demanding $14,more than her purchase priceWe wish her well in the future, but we will not be granting a refund to this customer

To whom it may concern,*** ***'s Revdex.com complaint has nothing to do with our company*** purchased our educational programs and began taking our classes previous to any introduction or knowledge of the Practicum GroupPrior to receiving her original complaint through the Vermont AG's
office we were unaware of the Practicum GroupWe have nothing to do with them, have no ownership interest in them and did not approve them to work with Renatus studentsThe Practicum Group is a hard money lender that allows educated students to apply for loans on residential and commercial propertiesAs I understand it, they have strict underwriting guidelines and requirementsOne of their requirements is that a borrower must submit a down-payment before receiving a loan*** has already disclosed the fact that she was told a 10% down payment would be requiredYou can read it in her Revdex.com complaintShe was unhappy that this was required of her.*** claims that she made her Renatus educational purchase decision based on promises made from the Practicum groupOur investigation concluded that this was impossible*** was a student of Renatus months before anyone from the Practicum Group was introduced to students in the Renatus Community. *** claims that the CEO of Renatus told her to lie about the nature of her complaintThis is inaccurateShe was never told to lie and we would never condone that kind of behaviorAfter completing an internal investigation it became evident that her complaint had nothing to do with Renatus and everything to do with her financial conditionHer request for a refund from Renatus, based on her displeasure with the Practicum Group, was denied, but an offer was extended to her for relief if she could produce evidence of hardship*** never contacted Renatus again.*** cautions future students about our lending practicesRenatus does not loan moneyWe are not a lender, we have never been a lender and do not promote or promise students that we will fund their real estate transactions. I have attached to this response, ***'s Educational Purchase agreement, no where in the document will you find anything about loans for real estateThe same is true for our web site and our real estate educational programsIf you require more information about the matter please let us knowBased on the fact that her complaint has nothing to do with Renatus please close this complaint in a appropriate manner

Its times like this that I wish there were a BCB (Better Customer Bureau). [redacted] enrolled as a Customer of our company on February 12, 2016. Shortly thereafter he sent an email to our customer care department requesting a refund, before we could even process a refund he sent a second...

email to us reversing his decision and gave us the go ahead to process the order. I have attached the string of emails that he sent us, to this response for your review. I have also attached his purchase agreements, refund policy acknowledgement and customer service notes to document our experience with him.Each purchaser must agree with their signature to our 7 day refund policy. [redacted] signed the agreement on February 12th. We did not hear from him until February 29, 2016 when he called into find out when he would get his refund. At that time our customer care representative reminded him of his rescission to cancel. He denied doing so and claimed that someone must have hacked into his email account. We asked him if he could provide any proof and he could not. He was informed that we would cancel the remainder of his order, but that his refund period had expired and he was no longer eligible for a refund on past services.On March 2, 2016 he called back into our customer care department and demanded that he receive a refund. Here is what the customer service rep wrote in the notes on [redacted]'s account "[redacted] called in again today and started off cursing and telling me we did not cancel his order. I assured him that the order was cancelled and let him know he was already told that he is not going to receive a refund. He then started threatening me that if he does not get his money back we would drive up here and find me. He said he will make things very bad for me when he gets here"After personally reviewing the situation I took his tone, foul language and personal threat to my customer service rep seriously. We live in a day and age where threats of this nature many times turn into tragedy. I elected to refund his order and called [redacted] back to let him know that we were done with him as a customer, I was refunding his money and that we were calling the Centerville Police department to make them aware that one of our people had been threatened. Two hours after being assured that his refund was being processed he filed this Revdex.com complaint. No doubt in retaliation for reporting him to the authorities. He has nothing more coming from our company and we have no desire to continue dealing with him.

Dear Revdex.com, As soon as this complaint was brought to our attention we engaged in an extensive review of the customer’s history and experience with the company. I spoke to four different Independent Student Advisers who worked personally with [redacted]. They were as shocked as I was to receive...

this complaint. [redacted] enrolled in our courses October 2015 and shared his excitement about the classes he viewed with 3 of the 4 IMAs he worked with. He talked about the strategies he was learning and what he had started implementing. He also enrolled as an Independent Student Adviser (IMA) so that he could share his excitement with other potential students. His trainer, Ron I[redacted], worked closely with [redacted] for months and was never notified of any dissatisfaction with the educational courses he purchased. He claims that he personally contacted the company November 17, 2015. We have logs to verify every call that is received by the company and create customer care notes to ensure that we are meeting the needs of each of our customers. We have no record of any attempt from him personally to contact the company with concerns or complaints regarding any aspect of our products or business.  On March 14, 2016 we received notification from Chase Bank about a chargeback inquiry from [redacted]. He was attempting to receive a credit from his credit card company for his purchase. The credit card company denied his request after we provided them with all of the necessary documentation to substantiate purchase fulfillment. Again, [redacted] never contacted the company or expressed his dissatisfaction to Renatus or the IMAs who were in contact with him clear through April 2016. [redacted] has made false claims about our product offerings. He purchased our Xtream Plus Combo package which includes 42 unique real estate investing classes. He claims that he should have received 48. We discussed the inaccuracy of this perception with [redacted] and helped clarify what a "Vocational Track" consist of and why different Tracks can contain the same class as another Track. Vocational Tracks contain the content and classes that we believe are required to become proficient in a particular investing strategy. If you want to learn how to fix and flip property you will need the Private and Hard Money class. The same is true if you wish to understand Short Sale investing, which is why each of these tracks contain a common class. This is all explained in detail in our follow up orientations hosted each week by Nanci R[redacted]. I also notified [redacted] of the fact that we have 7 new classes under development that all of our Xtream Plus package students will receive for free. As a matter of fact, each time we update a class or create new classes we give those classes to existing students without additional charge. Our students enjoy Complimentary Lifetime Access after the first year. We started the company in 2011 with 25 classes, to date we have 42 classes with 7 more in production, which will bring our total to 49. Over the years our students who purchase our educational packages continue to receive benefits far beyond their original purchase agreements because of the addition of new classes. I don't know of another company in our space who gives so generously and who continues to support students for years after their initial purchase.  Here is a list of our existing class offerings; Real Estate Essentials, Tax & Legal Strategies Day 1, Tax & Legal Strategies Day 2, Self-Directed IRA/401k, Real Estate Red Flags, Creative Acquisition Strategies, Finding the Deal of the Decade Every Week, Real Estate Marketing, Credit Management, Interest Reduction Strategies, Auctions, Buy & Hold 1, Buy & Hold 2, Commercial Real Estate Intro, Commercial Real Estate Analysis, Commercial Real Estate Leases, Commercial Real Estate Lending, Commercial Real Estate Purchasing, Fix & Flip 1, Fix & Flip 2, Foreclosures, Investment Property Management, Lease Options, Managing Property Managers, Market Analysis, Multi-Family 1, Multi-Family 2, Negotiations, Private/Hard Money, Raising Money & Partnerships, Title, Escrow & Closing, Real Estate Sale Success, Seller Financed Notes 1, Seller Financed Notes 2, Short Sales 1, Short Sales 2, Subject-to-purchases, Tax Deeds & Liens, Understanding Bankruptcy, Understanding Mortgages and Wholesaling. Almost all of our classes are approximately 7 hours in length. We also need to address the accusation that our content is outdated and was created in 2011. Nothing could be further from the truth. We are engaged in re-recording classes multiple times each year. If a strategy needs refreshing then we bring in the instructor and re-record it. The only time a class remains unchanged for an extended period of time is when the strategy itself remains unchanged. To date we have 7 classes that have remained unchanged since the end of 2011. Each of them are scheduled for refreshing this year, but that is because it’s time to re-fresh the look and feel of the class, not because there will be content changes to the strategies. I have offered [redacted] additional support, coaching, my own personal time and a fresh start with Renatus, but we will not be issuing a refund. His refund eligibility expired over 6 months ago and he has consumed much of the education he purchased. He has and will continue to receive all that he purchased from our company.

Hello [redacted],we received your Revdex.com complaint yesterday afternoon and have tried to reach you several times since then without any luck. The purpose of our call was to offer an apology and to gather input from you about your customer service experience with Renatus. Our customer care manager, J S[redacted]...

would love to talk with you about your interactions with our team and discuss the breakdown with our system so that we can improve it in the future. With that being said please allow me to give you the backstory which led up to the unfortunate delays with your refund, our relationship with The Help Card is still in its infancy. We have not processed many transactions with them and are still working out the bugs. The Help Card is not a part of Renatus. They are a 3rd party credit card company that you borrowed funds from to purchase our product. When you contacted us for a refund our customer care team entered the refund into our administrative refund tool. If the order would have come through the standard channels, i.e. AMEX, Visa, Master Card, etc. you would have received your credit and all would have been well.  They believed that your refund would be credited back to your credit card within a 24 to 48 hour time frame. Unfortunately, they did not see that your order was paid for using The Help Card. It wasn't until some time later that we discovered the origin of your purchase type and worked to create a solution through The Help Card customer care department.As you were informed yesterday morning, Heidi from The Help Card has credited your account in full. The delay in receiving a refund from Renatus to The Help Card should not have happened. I am deeply sorry for this inconvenience, but have been assured by The Help Card that the matter is resolved and that no negative credit reporting has taken place. If for some reason, you have any challenges going forward with this order, or any others with Renatus please contact me directly and I will handle it personally.Sincerely,Bob S[redacted]Renatus CEO###-###-####

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. I only requested access to the account again because I wanted a copy of both of my signed agreements. For which I found that they reflected only the date I was accessing them not the original sign date. And I notified customer service of this with no response. And I asked only two access this because she refused to give me copies of the signed agreements. She only gave me copies of my invoices.  I did not attend multiple events. As a matter fact I did not attend any events. And after viewing the first few  of the course videos I found that I already knew this information. Which I had previously obtained through significantly less money. And I also learned that this is not my passion. And if it’s not my passion is something that I cannot pursue. I have withdrawn from everything and I am no longer doing anything to do with real estate. I’ve accessed my account only ones since to inform my up line exactly how many people I had already put in  to the system as leads.  I think it is also unacceptable to have a seven day refund policy. All they need to do is shut down my account and I have zero access to anything. And this is exactly what I’ve asked them to do. Sincerley,[redacted]
Sincerely,
[redacted]

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.
Sincerely,
Crystal W[redacted]