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Responza has been our IT company since mid 2018. Due to billing problems and customer service issues on their end, we are moving to another IT company. I have asked for the passwords, credentials and IT information for which we have paid. They refuse to give the information to us. Their reason is we are past due on an invoice dated 01/03/2020. We have always paid Net 30 days.
Responza, LLC has provided IT Support and Management for *** since March 30, 2018. Since that time, they have proved challenging to work with resulting in difficulty collecting on payments beyond what is considered customary. While we have recognized recent billing difficulties, we have spent countless hours in emails and phone conversations in an attempt to answer their questions, providing documentation of support, and explaining agreements to which they have entered into.
Both of our organizations recognized that the relationship should not continue. On January 2, 2020, we received written notice of termination which we acknowledged as their thirty-day written notice as stipulated in the agreement.
*** believes the terms of payment are Net 30. The terms of agreement are Due on Receipt as indicated on both their Master Service Agreement and on the invoices.
Payment can be made via bank draft, check, and credit card.
There is a transition process that would facilitate the transfer of information to a new IT vendor when termination is requested that is also outlined in their agreement. Because of their past performance, we are waiting for all outstanding invoices to be paid in full before we proceed with the transition process.
*** is in possession of their user ID’s and passwords; everything needed to operate.
Complaint: ***
I am rejecting this response because: We have always paid Net 30 without an issue. The issue began when in September of this year Responza changed internal staff and notified us of an outstanding invoice from over a year prior, of which we were unaware. When we came to an agreement on how to settle the issue, we were immediately put on credit hold until it was paid. This strong arm tactic has been in effect ever since. As we noted, if an invoice is truly due upon receipt, then everyone should be put on credit hold immediately upon invoice creation. One generally looks at the payment trends to determine late payment status. We are within the payment timeframe we have established in the past. We are processing the invoice for work performed in December as we always have and will be issuing a check accordingly.
Further, Responza is not providing the monitoring service for the month of January for which they are also demanding payment.
Since Responza appears to agree we should be parting ways, why not make it a smooth transition for each party? Falling back on the verbiage of the contract in an attempt to strong arm a client is both unprofessional and speaks very poorly for the company.
I am requesting a professional splitting of ways by them releasing the information that is rightfully ours.
Sincerely
The facts of the issue remain. Reponza's course to hold consistent to the business agreement that *** knowingly and willingly entered into is neither a strong arm tactic nor unprofessional. We maintain that we have acted kindly and within the scope of general business practices as well as the agreement.