Room 214, Inc.

Initial Business Response /* (1000, 6, 2015/04/22) */
To clarify this dispute is filed under *** *** which is a completely separate business entity as *** and *** *** has absolutely no authority or resolution power with any issues dealing with *** Full disclosure, *** *** has
a minority ownership position in *** but has no management or decision making authorityThis was communicated to Mr*** and he refused to accept the fact he would not receive any resolution for *** business by speaking with anyone at *** *** or anyone at this business location
*** customer service and support division is located in *** *** and there is no direct transfer capabilities for individuals calling *** *** for *** services
As the co-founder of *** *** and acting CEO of *** I have the ability to respond on behalf of both organizations
Fully Refunded
*** has refunded Mr*** in fullThe issue with Mr***'s refund was the two payments he was seeking a refund for, the first payment was so dated there was no way to issue an immediate refund through the credit card processing service and required a physical check to be sent, which he was informed ofA check was sent on Tuesday, April the day before he filed a complaint against *** *** the wrong company*** immediately refunded Mr*** for his most recent payment after discussing the situation with Mr***
*** ***
Speaking on behalf of *** *** Mr*** called our client services director which she explained he was contacting the wrong company, and she took Mr***'s contact information and provided it to *** The *** customer service representative immediately contacted Mr*** several times, leaving a voicemail and sending emailsWe have the call and email logs to prove our attempted outreachMr*** did not respond to email or voicemail from *** as he was adamant about speaking with someone in personWhat was odd is when *** called Mr*** the customer service representative only received voicemail as he never answered our in-coming calls
Throughout *** attempt to make contact with Mr*** he continued to incessantly call *** *** client services director even after he was notified *** *** could not help him and told his contact information was provided to *** At one point he started randomly calling other individuals at *** *** and eventually got a junior account manager on the lineAt this point in time a senior-level member of *** *** got on the line and asked Mr*** several times what company he was contactingHe kept responding "your company"He was told he was calling *** *** and was asked again what company he was calling and he kept responded "your company" refusing to acknowledge what company he was callingAt this point in time he was told if he was not calling to speak with someone about *** *** business the company would consider his actions as harassment of its employees at which he said we could speak with his lawyerWhen asked for his lawyer's contact information Mr*** did not provide any contact information for his lawyerOnce again, *** *** asked for Mr***'s contact information to ensure the customer service representative at *** had the correct information because of his lack of response to any attempt to respond to *** outreach
To reiterate at the time Mr*** was calling random individuals at the wrong company, the customer service agent for *** was calling and Mr*** would not answer his phone and all calls would go to voicemailHis voicemail did not indicate a company or individual nameIn addition, emails in an attempt to discuss the situation and come to a solution amicable to both parties, were not responded to
***
From *** perspective Mr*** received a full refund for his purchasesWhen he originally contacted the company about a refund he was informed no transaction had gone through because he was still in a free trial modeThere was no way for us to issue refund because he had not been chargedAt this point in time Mr*** still had the opportunity to cancel his account on his own without ever receiving a chargeHe did not update his account
*** could have deleted his account for him directly, and we can only assume this is what Mr*** thought would happen, but it never did as the company expected he would take care of the situation on his ownIt was in that moment after reviewing the customer contact logs it was decided to fully refund Mr***We take note *** could have clarified with Mr*** at the point of first contact if that is what he wanted and this could have been avoided
Also to clarify, Mr*** only recently recontacted *** about the charges and we were in constant contact with himFrom our records there was no contact between his first call and the recent exchange
Part of Mr***'s reason for not continuing with *** was he did not want to conduct business with any company not offering phone supportBased on this attitude we believe this is why he felt justified contacting and harassing individuals at *** ***