Smartprep Center

5/8/ Revdex.com of San Diego Viewridge Ave Suite San Diego, CA (858)496- Complaint ID: [redacted] Customer name: [redacted] Actually as the below account review states, Mrs [redacted] was informed at the time of order that there would be multiple shipments and of the charge amountIf the [redacted] family had any account questions however, if the sales call or literature was unclear, we would have been happy to answer those questions for themThat was why our 800# is stated repeatedly throughout our literature and even on our product disks themselves There was not an exact amount divulged at the time of order because we do not know at that time how many shipments there will beSome customers only get the first shipment, some get two, some get four (etc.)That is why we tell our customers on the sales call that the shipments will come monthly and that they cancel whenever they want toBut again, if the [redacted] family had any confusion on this point we would have been happy to discuss their account with themThey did not contact us however, or return any products, they collected products at their home for several months Like any business we have a return policy, and like most ours is based on timeWe will not be able to accept the return of several months of shipments, but we will accept the return of the product billed within days of their first cancellation requestOr they can keep all they have and receive an immediate $courtesy refundThe ***s can call customer service at 1-855-366-to inform us of their decision Sincerely, [redacted] Customer Service Manager Smartprep Software ACCOUNT REVIEW BOD per customer services request the sales call was reviewedAt minutes Mrs [redacted] was told “it is only if we havent heard back from the parents at all then we would assume success and send the next higher volume for continuity so just let us know, it is entirely up to you”Mrs [redacted] clarified if other things would be sent, the sales woman said that “you don’t ever have to get anything from us ever again, what we do want is just one call in the days”Mrs [redacted] said “ok”Then to be clear at minutes into the recording Mrs [redacted] was told “regarding the advanced levels, if we havent heard and only if we havent heard before the end of the day evaluation then we will assume success and bill and ship the next higher volume monthly at the discounted plus shipping and handling”Mrs [redacted] had no issue with this and said “ok” and asked what phone number she would call us back onThe sales woman gave her the 800#, Mrs [redacted] again said “ok”Information on the continuity was in writing multiple times in the first package as well in case there was any confusionThey did not request a cancellation until 4/6/so no refunds should be dueWe do not want to leave our customer unhappy however so as a courtesy we will make an exception in our policy and Mrs [redacted] is authorized to return the last shipment for a full refund of $59.90, basically honoring a day return policyOr if they would prefer we will authorize a $refund to be processed immediately plus send three Smartprep products ($value) of their choice at no additional chargeThey are still qualified to take advantage of our sat/act guarantee for a full product refund // Return Policy Customer satisfaction is our primary concernAs we are confident that you will benefit from our products and services, we offer a 100% satisfaction guarantee on your initial Smartpep shipmentIf for any reason you are not satisfied with our products or services in the first days, we will exchange your software or give you a full refund for the product amountIt’s your choice! If you would like to return the product, please call our Customer Service Department at [redacted] to obtain a Return Authorization Number (RA#) This will help us provide accurate tracking of all returns An RA# will be given only for the initial package and within the first 30-day evaluation periodIf you participated in the monthly product shipment program and choose to discontinue your service after the 30-day guarantee period, you will be responsible for any charges incurred up to that dateIf you are on the monthly payment program you are responsible for all payments if you didn’t contact us within your trial period Any and all packages received with a post mark stamped five or more working days after the (RA#) is issued will not be accepted and the purchase will be considered final

3/25/ Revdex.com of San Diego Viewridge Ave Suite San Diego, CA (858)496- Complaint ID: [redacted] Customer name: [redacted] When Ms [redacted] ordered Smartprep online she checked off that she would “Accept” the terms of the saleA copy of that acceptance page is attached with this response (see “accept decline page pdf format”)It clearly states that “If we haven’t heard from you during your 30-day evaluation, we will assume success and ship the next volume, monthly, at the discounted rate of (plus shipping)”To make sure the optional future billings are clear we remind our customers of the follow up shipments multiple times in writing inside their first shipment (and not in fine print, it’s stated very boldly), we even put this information on a sticker on the outside of the Priority mail box their first shipment comes inThis is so even if they don’t open their first shipment they are informed that other products will followOur toll free phone number is written on the outside of the box as well so our customers can call us if they have any questionsA copy of this literature and the sticker is attached to this response (see “literature pack Smartprep”) Regarding Ms [redacted] statement that she has tried to contact us by phone and email, we do have record of receiving a call from her on 2/5/Unfortunately the phone number the customer service representative called back was one digit off, it was [redacted] We now know from a 3/9/message received that the correct phone number was [redacted] The customer service representative did call Mrs [redacted] back, but unfortunately to an incorrect phone numberThe message the customer service representative received was just a name and phone number so they did not know Ms[redacted] wanted to cancel The next message received from Ms [redacted] was left on Saturday 3/7/15, that message did have the correct phone number and did include that Ms [redacted] wanted to stop future shipmentsCustomer service called Ms [redacted] back the first business day, 3/9/15, explaining the problem with the 2/5/message and apologizing for her frustrationShe did not call us back Regarding emails sent from Ms [redacted] , we researched all incoming emails from [redacted] @gmail.com and the first email received was on 3/7/Per the 3/7/contacts Ms [redacted] account has been canceled, she will receive no further billings It is unclear why the first contact from 2/5/had an incorrect phone number, we do not know whether it was because a wrong number was left on the message or a wrong number was dialed Regardless as a courtesy we have refunded Mrs [redacted] for the one product that was billed after that dateThe $billed 2/20/was refunded today to the Visa ending in ***Ms [redacted] will see that credit posted in three to five business daysThe previous monthly shipments are not refundable per our Return Policy which is noted below and which was included in all of Ms [redacted] shipments Sincerely, [redacted] Customer Service Manager Smartprep Software Return Policy Customer satisfaction is our primary concernAs we are confident that you will benefit from our products and services, we offer a 100% satisfaction guarantee on your initial Smartpep shipmentIf for any reason you are not satisfied with our products or services in the first days, we will exchange your software or give you a full refund for the product amountIt’s your choice! If you would like to return the product, please call our Customer Service Department at (855) 366-to obtain a Return Authorization Number (RA#) This will help us provide accurate tracking of all returns An RA# will be given only for the initial package and within the first 30-day evaluation periodIf you participated in the monthly product shipment program and choose to discontinue your service after the 30-day guarantee period, you will be responsible for any charges incurred up to that dateIf you are on the monthly payment program you are responsible for all payments if you didn’t contact us within your trial period Any and all packages received with a post mark stamped five or more working days after the (RA#) is issued will not be accepted and the purchase will be considered final

5/7/ Revdex.com of San Diego Viewridge Ave Suite San Diego, CA (858)496- Complaint ID: [redacted] Customer name: [redacted] I am sorry the [redacted] family has been unhappy with their Smartprep orderWe take all complaints very seriously here and fortunately we record the sales calls to make sure the parameters of our orders are made clear at the time of saleWhen the [redacted] family first informed us they were unhappy on 4/6/we immediately conducted an account review to look into the matterA copy of that account review is noted belowThe recording confirms Mrs [redacted] was very clearly informed that if she did not call to cancel our service an additional product would be billed and shipped monthlyThis information was explained in writing multiple times in their first package as wellWe then delivered products to their home monthly and put our name and 800# on their credit card statement monthlyThey never returned any items or contacted us until the 6th of AprilAll future shipments were deleted with that first request Per her account review and our company policy (both copied below) no refunds should be due to the [redacted] familyWe have made an exception in our policy however and authorized them to return their last shipment for a full product refundOr they can keep all they have and receive an immediate $courtesy refundThe ***s can call customer service at 1- [redacted] to inform us of their decision Sincerely, [redacted] Customer Service Manager Smartprep Software ACCOUNT REVIEW BOD per customer services request the sales call was reviewedAt minutes Mrs [redacted] was told “it is only if we havent heard back from the parents at all then we would assume success and send the next higher volume for continuity so just let us know, it is entirely up to you”Mrs [redacted] clarified if other things would be sent, the sales woman said that “you don’t ever have to get anything from us ever again, what we do want is just one call in the days”Mrs [redacted] said “ok”Then to be clear at minutes into the recording Mrs [redacted] was told “regarding the advanced levels, if we havent heard and only if we havent heard before the end of the day evaluation then we will assume success and bill and ship the next higher volume monthly at the discounted plus shipping and handling”Mrs [redacted] had no issue with this and said “ok” and asked what phone number she would call us back onThe sales woman gave her the 800#, Mrs [redacted] again said “ok”Information on the continuity was in writing multiple times in the first package as well in case there was any confusionThey did not request a cancellation until 4/6/so no refunds should be dueWe do not want to leave our customer unhappy however so as a courtesy we will make an exception in our policy and Mrs [redacted] is authorized to return the last shipment for a full refund of $59.90, basically honoring a day return policyOr if they would prefer we will authorize a $refund to be processed immediately plus send three Smartprep products ($value) of their choice at no additional chargeThey are still qualified to take advantage of our sat/act guarantee for a full product refund // Return Policy Customer satisfaction is our primary concernAs we are confident that you will benefit from our products and services, we offer a 100% satisfaction guarantee on your initial Smartpep shipmentIf for any reason you are not satisfied with our products or services in the first days, we will exchange your software or give you a full refund for the product amountIt’s your choice! If you would like to return the product, please call our Customer Service Department at [redacted] to obtain a Return Authorization Number (RA#) This will help us provide accurate tracking of all returns An RA# will be given only for the initial package and within the first 30-day evaluation periodIf you participated in the monthly product shipment program and choose to discontinue your service after the 30-day guarantee period, you will be responsible for any charges incurred up to that dateIf you are on the monthly payment program you are responsible for all payments if you didn’t contact us within your trial period Any and all packages received with a post mark stamped five or more working days after the (RA#) is issued will not be accepted and the purchase will be considered final

Received satisfactory response from companyThe finally called me back and have stopped further shipments***

10/28/
Revdex.com
Viewridge Ave#
San
Diego, CA
Attn: *** ***
RE:
Mr***
Complaint
# ***
We are sorry that Mr
*** is unhappy with his experience with our company but the fact is we
did not do anything worngMr*** agreed to an evaluation date and simply
passed itHe was not told he “needed” to use the product before returning it, although
that is something that was agreed to on the ori***l sales callWhat he was told
was that as motivation to use the products, since we know high schoolers are
busy, we offer a full refund including the cost of shipping and handling if
they do open and use the productsThis was an option for Mr***, he could
have returned the products for the product refund of $at any timeHe
made the decision to take an extended trial so that he could try the products
and if he decided to return them get an extra $refundedThis was his
choiceHe then passed the date he agreed to by over a weekWe have the right
to a return policy like any other business, it’s unclear why Mr***
does not think we have that rightWe do stand behind our product with a
secondary guarantee that goes for up to two years after the date of purchase,
which is based on product usage, and guarantees an increase in the SAT or ACTIf
the *** family would like more information on this secondary guarantee
it can be found at our website www.smartprepcenter.com
Sincerely,
***
***
Customer
Service Manager
Smartprep
Software

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
This "company" contacted me stating that my year old daughter requested the software- I stated that we wouldn't be able to utilize the product and was told that all we needed to do was return itUpon trying to get return labels was told that we needed to use itUnfortunately we did not have the time for her to use it- we have other children and with sport activities could not get it used
Now it is still in the ori***l bow unused and all we want to do is return it and get a refundWe were pressured into this and misled in regards to the return procedureI feel we have been scammed and will let counselors and teachers know such at my children's schools!
Regards,
*** ***

4/14/
normal;">
Revdex.com of San Diego
Viewridge Ave Suite
San Diego, CA
(858)496-
Revdex.com complaint ID: ***
Customer name: *** ***
Smartprep Customer ID: ***
To whom it may concern:
As Mrs*** stated in her complaint, when we spoke to her on 3/3/she was given the specific evaluation date of 4/4/Since the next contact came after her trial expired, on 4/7/14, her products were no longer refundableAs a courtesy we gave her an immediate credit of $Since Mrs*** is still unhappy we will make a further exception in our policy and she is authorized to return all the items for the full remaining refund of $She can return all items to us at:
Smartprep
*** *** *** *** ***
*** ** ***
She can write “RA 4064” anywhere on the outside of the returnPlease have this return postmarked in the next two weeksIf she has any additional questions our customer service department can be contacted at ***
Sincerely,
Smartprep Administrator

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Although SmartPrep may have informed our family that there would be multiple shipment we were not informed that for each shipment the charge would be $in addition to the original $What SmartPrep represented was that the $would be spread out over multiple shipmentsInstead they charged $in one mass bill, then five additional charges of $59.90 for a total of $At no time was the billing amount of $divulged We are not obligated to pay for items sent to us in the mail that we did not ask for and will take this case to the Attorney General if we are not reimbursed for the $or the five shipments billed to us
Regards,*** ***

5/7/
","sans-serif"">Revdex.com
of San Diego
Viewridge Ave Suite
San
Diego, CA
(858)496-
Complaint
ID: [redacted]
Customer
name: [redacted]
I
am sorry the [redacted] family has been unhappy with their Smartprep orderWe take all complaints very
seriously here and fortunately we record the sales calls to make sure the
parameters of our orders are made clear at the time of saleWhen the [redacted]
family first informed us they were unhappy on 4/6/we immediately conducted
an account review to look into the matterA copy of that account review is
noted belowThe recording confirms Mrs[redacted] was very clearly informed that
if she did not call to cancel our service an additional product would be billed
and shipped monthlyThis information was explained in writing multiple times
in their first package as wellWe then delivered products to their home
monthly and put our name and 800# on their credit card statement monthlyThey
never returned any items or contacted us until the 6th of AprilAll
future shipments were deleted with that first request Per her account review and our company policy (both copied below) no refunds should be due to the [redacted]
familyWe have made an exception in our policy however and authorized them to
return their last shipment for a full product refundOr they can keep all they
have and receive an immediate $courtesy refundThe [redacted]s can call customer
service at 1-[redacted] to inform us of their decision
Sincerely,
[redacted]
Customer
Service Manager
Smartprep
Software
ACCOUNT
REVIEW
BOD
per customer services request the sales call was reviewedAt minutes Mrs
[redacted] was told "it is only if we havent heard back from the parents at all then
we would assume success and send the next higher volume for continuity so just
let us know, it is entirely up to you"Mrs[redacted] clarified if other things
would be sent, the sales woman said that "you don't ever have to get anything
from us ever again, what we do want is just one call in the days"Mrs
[redacted] said "ok"Then to be clear at minutes into the recording Mrs[redacted]
was told "regarding the advanced levels, if we havent heard and only if we
havent heard before the end of the day evaluation then we will assume
success and bill and ship the next higher volume monthly at the discounted
plus shipping and handling"Mrs[redacted] had no issue with this and said
"ok" and asked what phone number she would call us back onThe sales woman
gave her the 800#, Mrs[redacted] again said "ok"Information on the continuity
was in writing multiple times in the first package as well in case there was
any confusionThey did not request a cancellation until 4/6/so no refunds
should be dueWe do not want to leave our customer unhappy however so as a
courtesy we will make an exception in our policy and Mrs[redacted] is authorized
to return the last shipment for a full refund of $59.90, basically honoring a
day return policyOr if they would prefer we will authorize a $refund to
be processed immediately plus send three Smartprep products ($value) of
their choice at no additional chargeThey are still qualified to take
advantage of our sat/act guarantee for a full product refund //
Return
Policy
Customer
satisfaction is our primary concernAs we are confident that you will benefit
from our products and services, we offer a 100% satisfaction guarantee on your initial Smartpep shipmentIf
for any reason you are not satisfied with our products or services in the first
days, we will exchange your software or give you a full refund for the
product amountIt's your choice!
If
you would like to return the product, please call our Customer Service
Department at [redacted] to
obtain a Return Authorization Number
(RA#). This will help us provide accurate tracking of all returns
An
RA# will be given only for the initial package and within the first 30-day
evaluation periodIf
you participated in the monthly product shipment program and choose to
discontinue your service after the 30-day guarantee period, you will be
responsible for any charges incurred up to that dateIf you are on the monthly
payment program you are responsible for all payments if you didn't contact us
within your trial period. Any and all packages received with a post mark
stamped five or more working days after the (RA#) is issued will not be
accepted and the purchase will be considered final

3/25/
","sans-serif"">Revdex.com
of San Diego
Viewridge Ave Suite
San
Diego, CA
(858)496-
Complaint
ID: [redacted]
Customer
name: [redacted]
When Ms[redacted] ordered Smartprep
online she checked off that she would "Accept" the terms of the saleA copy of
that acceptance page is attached with this response (see "accept decline page
pdf format")It clearly states that "If we haven't heard from you during your
30-day evaluation, we will assume success and ship the next volume, monthly, at
the discounted rate of (plus shipping)"To make sure the optional future
billings are clear we remind our customers of the follow up shipments multiple
times in writing inside their first shipment (and not in fine print, it's
stated very boldly), we even put this information on a sticker on the outside
of the Priority mail box their first shipment comes inThis is so even if they
don't open their first shipment they are informed that other products will
followOur toll free phone number is written on the outside of the box as well
so our customers can call us if they have any questionsA copy of this
literature and the sticker is attached to this response (see "literature pack
Smartprep")
Regarding Ms[redacted] statement
that she has tried to contact us by phone and email, we do have record of
receiving a call from her on 2/5/Unfortunately the phone number the
customer service representative called back was one digit off, it was
[redacted]We now know from a 3/9/message received that the correct phone
number was [redacted]The customer service representative did call Mrs
[redacted] back, but unfortunately to an incorrect phone numberThe message the
customer service representative received was just a name and phone number so they
did not know Ms.[redacted] wanted to cancel
The next message received from Ms
[redacted] was left on Saturday 3/7/15,
that message did have the correct phone number and did include that Ms
[redacted] wanted to stop future shipmentsCustomer service called Ms[redacted] back
the first business day, 3/9/15, explaining the problem with the 2/5/message
and apologizing for her frustrationShe did not call us back
Regarding emails sent from Ms
[redacted], we researched all incoming emails from [redacted]@gmail.com
and the first email received was on 3/7/Per the 3/7/contacts Ms
[redacted] account has been canceled, she will receive no further billings
It is unclear why the first contact
from 2/5/had an incorrect phone number, we do not know whether it was
because a wrong number was left on the message or a wrong number was dialed
Regardless as a courtesy we have refunded Mrs[redacted] for the one product
that was billed after that dateThe $billed 2/20/was refunded today
to the Visa ending in [redacted]Ms[redacted]
will see that credit posted in three to five business daysThe previous
monthly shipments are not refundable per our Return Policy which is noted below
and which was included in all of Ms[redacted] shipments
Sincerely,
[redacted]
Customer
Service Manager
Smartprep
Software
Return
Policy
Customer
satisfaction is our primary concernAs we are confident that you will benefit
from our products and services, we offer a 100% satisfaction guarantee on your initial Smartpep shipmentIf
for any reason you are not satisfied with our products or services in the first
days, we will exchange your software or give you a full refund for the
product amountIt's your choice!
If
you would like to return the product, please call our Customer Service
Department at (855) 366-to
obtain a Return Authorization Number
(RA#). This will help us provide accurate tracking of all returns
An
RA# will be given only for the initial package and within the first 30-day
evaluation periodIf
you participated in the monthly product shipment program and choose to
discontinue your service after the 30-day guarantee period, you will be
responsible for any charges incurred up to that dateIf you are on the monthly
payment program you are responsible for all payments if you didn't contact us
within your trial period. Any and all packages received with a post mark
stamped five or more working days after the (RA#) is issued will not be
accepted and the purchase will be considered final

8/20/14
normal;">
Revdex.com of San Diego
4747 Viewridge Ave Suite 200
San Diego, CA 92123
(858)496-2131
Complaint ID: [redacted]
Customer name: [redacted]
The Satisfaction Guarantee (copied below) Ms. [redacted] mentions in her complaint specifically states that a refund will be processed for the “product amount”. This does not mean the cost of shipping and handling. As a courtesy however, we offer to refund the full amount billed for our customers if they try out our program for approximately 20 minutes and answer three simple feedback questions. It is their option to do this, if they do not want to they can get a full product refund at any time during the trial. Most customers are happy to use the product they ordered, especially since using the products for 20 minutes was something they agreed to during the sales call. In Ms. [redacted]s case however, she became extremely agitated and was yelling at our customer service representative. We authorized the return of her products for a full refund, which is what her complaint requests, the date this complaint was made, 8/15/14. A refund for the full billed amount is currently pending on her account, awaiting the products return.
Sincerely,
[redacted]
Customer Service Manager
Smartprep Software
Satisfaction Guarantee
Customer satisfaction is our primary concern. As we are confident that you will benefit from our products and services, we offer a 100% satisfaction guarantee on your initial Smartpep shipment. If for any reason you are not satisfied with our products or services in the first 30 days, we will exchange your software or give you a full refund for the product amount. It’s your choice!
If you would like to return the product, please call our Customer Service Department at (855) 366-9771 to obtain a Return Authorization Number (RA#).  This will help us provide accurate tracking of all returns.
An RA# will be given only for the initial package and within the first 30-day evaluation period. If you participated in the monthly product shipment program and choose to discontinue your service after the 30-day guarantee period, you will be responsible for any charges incurred up to that date. If you are on the monthly payment program you are responsible for all payments if you didn’t contact us within your trial period.  Any and all packages received with a post mark stamped five or more working days after the (RA#) is issued will not be accepted and the purchase will be considered final.

5/8/15
 
Revdex.com
of San Diego
4747
Viewridge Ave Suite 200
San
Diego, CA 92123
(858)496-2131
 
Complaint
ID: [redacted]
Customer
name: [redacted]
 
Actually as the below account review states,
Mrs. [redacted] was informed at the time of order that there would be multiple
shipments and of the charge amount. If the [redacted] family had any account questions
however, if the sales call or literature was unclear, we would have been happy
to answer those questions for them. That was why our 800# is stated repeatedly
throughout our literature and even on our product disks themselves.
There was not an exact amount divulged at the
time of order because we do not know at that time how many shipments there will
be. Some customers only get the first shipment, some get two, some get four
(etc.). That is why we tell our customers on the sales call that the shipments
will come monthly and that they cancel whenever they want to. But again, if the
[redacted] family had any confusion on this point we would have been happy to
discuss their account with them. They did not contact us however, or return any
products, they collected products at their home for several months.
Like any business we have a return policy,
and like most ours is based on time. We will not be able to accept the return
of several months of shipments, but we will accept the return of the product
billed within 30 days of their first cancellation request. Or they can keep all
they have and receive an immediate $40 courtesy refund. The [redacted]s can call
customer service at 1-855-366-9771 to inform us of their decision.
 
Sincerely,
 
[redacted]
Customer
Service Manager
Smartprep
Software
 
 
ACCOUNT
REVIEW
 
BOD
per customer services request the sales call was reviewed. At 4.55 minutes Mrs.
[redacted] was told “it is only if we havent heard back from the parents at all then
we would assume success and send the next higher volume for continuity so just
let us know, it is entirely up to you”. Mrs. [redacted] clarified if other things
would be sent, the sales woman said that “you don’t ever have to get anything
from us ever again, what we do want is just one call in the 30 days”. Mrs.
[redacted] said “ok”. Then to be clear at 6.56 minutes into the recording Mrs. [redacted]
was told “regarding the advanced levels, if we havent heard and only if we
havent heard before the end of the 30 day evaluation then we will assume
success and bill and ship the next higher volume monthly at the discounted
49.95 plus shipping and handling”. Mrs. [redacted] had no issue with this and said
“ok” and asked what phone number she would call us back on. The sales woman
gave her the 800#, Mrs. [redacted] again said “ok”. Information on the continuity was
in writing multiple times in the first package as well in case there was any
confusion. They did not request a cancellation until 4/6/15 so no refunds
should be due. We do not want to leave our customer unhappy however so as a
courtesy we will make an exception in our policy and Mrs. [redacted] is authorized
to return the last shipment for a full refund of $59.90, basically honoring a
30 day return policy. Or if they would prefer we will authorize a $40 refund to
be processed immediately plus send three Smartprep products ($150 value) of
their choice at no additional charge. They are still qualified to take
advantage of our sat/act guarantee for a full product refund //
 
 
Return
Policy
 
Customer
satisfaction is our primary concern. As we are confident that you will benefit
from our products and services, we offer a 100% satisfaction guarantee on your initial Smartpep shipment. If
for any reason you are not satisfied with our products or services in the first
30 days, we will exchange your software or give you a full refund for the
product amount. It’s your choice!
 
If
you would like to return the product, please call our Customer Service
Department at [redacted] to
obtain a Return Authorization Number
(RA#).  This will help us provide accurate tracking of all returns.
 
An
RA# will be given only for the initial package and within the first 30-day
evaluation period. If
you participated in the monthly product shipment program and choose to
discontinue your service after the 30-day guarantee period, you will be responsible
for any charges incurred up to that date. If you are on the monthly payment
program you are responsible for all payments if you didn’t contact us within
your trial period.  Any and all packages received with a post mark stamped
five or more working days after the (RA#) is issued will not be accepted and
the purchase will be considered final.

5/7/15
 
Revdex.com
of San Diego
4747
Viewridge Ave Suite 200
San
Diego, CA 92123
(858)496-2131
 
Complaint
ID: [redacted]
Customer
name: [redacted]
 
I
am sorry the [redacted] family has been unhappy with their  Smartprep order. We take all complaints...

very
seriously here and fortunately we record the sales calls to make sure the
parameters of our orders are made clear at the time of sale. When the [redacted]
family first informed us they were unhappy on 4/6/15 we immediately conducted
an account review to look into the matter. A copy of that account review is
noted below. The recording confirms Mrs. [redacted] was very clearly informed that
if she did not call to cancel our service an additional product would be billed
and shipped monthly. This information was explained in writing multiple times
in their first package as well. We then delivered products to their home
monthly and put our name and 800# on their credit card statement monthly. They
never returned any items or contacted us until the 6th of April. All
future shipments were deleted with that first request.  Per her account review and our company policy (both copied below) no refunds should be due to the [redacted]
family. We have made an exception in our policy however and authorized them to
return their last shipment for a full product refund. Or they can keep all they
have and receive an immediate $40 courtesy refund. The [redacted]s can call customer
service at 1-[redacted] to inform us of their decision.
 
Sincerely,
 
[redacted]
Customer
Service Manager
Smartprep
Software
 
 
ACCOUNT
REVIEW
 
BOD
per customer services request the sales call was reviewed. At 4.55 minutes Mrs.
[redacted] was told “it is only if we havent heard back from the parents at all then
we would assume success and send the next higher volume for continuity so just
let us know, it is entirely up to you”. Mrs. [redacted] clarified if other things
would be sent, the sales woman said that “you don’t ever have to get anything
from us ever again, what we do want is just one call in the 30 days”. Mrs.
[redacted] said “ok”. Then to be clear at 6.56 minutes into the recording Mrs. [redacted]
was told “regarding the advanced levels, if we havent heard and only if we
havent heard before the end of the 30 day evaluation then we will assume
success and bill and ship the next higher volume monthly at the discounted
49.95 plus shipping and handling”. Mrs. [redacted] had no issue with this and said
“ok” and asked what phone number she would call us back on. The sales woman
gave her the 800#, Mrs. [redacted] again said “ok”. Information on the continuity
was in writing multiple times in the first package as well in case there was
any confusion. They did not request a cancellation until 4/6/15 so no refunds
should be due. We do not want to leave our customer unhappy however so as a
courtesy we will make an exception in our policy and Mrs. [redacted] is authorized
to return the last shipment for a full refund of $59.90, basically honoring a
30 day return policy. Or if they would prefer we will authorize a $40 refund to
be processed immediately plus send three Smartprep products ($150 value) of
their choice at no additional charge. They are still qualified to take
advantage of our sat/act guarantee for a full product refund //
 
 
Return
Policy
 
Customer
satisfaction is our primary concern. As we are confident that you will benefit
from our products and services, we offer a 100% satisfaction guarantee on your initial Smartpep shipment. If
for any reason you are not satisfied with our products or services in the first
30 days, we will exchange your software or give you a full refund for the
product amount. It’s your choice!
 
If
you would like to return the product, please call our Customer Service
Department at [redacted] to
obtain a Return Authorization Number
(RA#).  This will help us provide accurate tracking of all returns.
 
An
RA# will be given only for the initial package and within the first 30-day
evaluation period. If
you participated in the monthly product shipment program and choose to
discontinue your service after the 30-day guarantee period, you will be
responsible for any charges incurred up to that date. If you are on the monthly
payment program you are responsible for all payments if you didn’t contact us
within your trial period.  Any and all packages received with a post mark
stamped five or more working days after the (RA#) is issued will not be
accepted and the purchase will be considered final.

Received satisfactory response from company. The finally called me back and have stopped further shipments.
[redacted]

Smartprep is a scam, Do not get involved. After a hard sell we agreed to try it for 30 days, it was during the summer and we did not even open the package. When I call a few days after the trial period, Valerie ID#2014, rudely told me that it was too bad. There is no way they are going to refund any money. To top it off they had sent another CD, that they will not refund either. STAY FAR AWAY FROM THIS COMPANY!!

Review: SmartPrep LLC called my home on a Saturday morning in February and sold me an ACT prep course (CD's) guaranteed to improve my daughter's scores on the ACT (which she is planning to take this summer). My daughter, who is visually impaired, had already received large print materials and CD's from ACT, but I want to give her an opportunity to do her best, especially after the saleswoman, claiming to have children of her own, told me a personal story about her own child's score improving with use of the product. I explained to the saleswoman that my daughter is visually impaired and asked if she knew if the software was accessible for blind students/compatible with read aloud software. I told her I didn't want to spend $187 for a product my daughter wouldn't be able to use. The saleswoman assured me I would be able to return the product - no problem, if it wasn't accessible for my daughter. I researched the company briefly online while I was on the phone with the saleswoman and there were no immediate "red flagss". We received the product and my daughter and I were both extremely disappointed and frustrated to find it was not accessible. My daughter is not able to use the product due to her visual impairment. The SATISFACTION GUARANTEE shipped with the product states "we offer a 100% satisfaction guarantee on your initial Smartprep shipment. If for any reason you are not satisfied with our products or services in the first 30 days, we will exchange your software or give you a full refund for the product amount. It's your choice!". My 30 days was set to expire on March 28. The SATISFACTION GUARANTEE states that if you would like to return the product, please call Customer Service to obtain a Return Authorization Number. I called Smartprep customer service on March 3 and asked for a Return Authorization Number and instructions to return the product for a full refund. The saleswoman said she couldn't provide the Return Authorization Number until a student "tested" it by providing feedback to four questions. She told me that since my daughter couldn't use the product, my 12 year old son would have to "test" the product and respond to four questions. She stated that when I called back with the answers to those questions, she would be ble to provide return instructions to process my refund. After I explained I was going to be out of town for a while and really needed to return the product before I left town, she stated she would extend my 30 days to give my son time to test the software, I made a note that I would need to call back by April 14. When I called back today to receive return instructions, I was told the deadline for requesting a refund was April 4 (Friday). Today is Monday, April 7. I was told there was nothing the company could do because I did not call back within the allotted time. I explained my situation again and pointed out that the first time I called was 25 days before the 30 day deadline and that I was told I had to call back. The representative reviewed the notes on my account and said repeatedly that I should have called before Friday, but that she would take my case to the "Board of Directors" and call me back in 3 days. I demanded a response today. When she returned my call a few hours later, she stated that the "Board of Directors" declined to accept the return of the product and would only return $85 of the purchase price because I didn't call back by April 4. I paid $187 for a product I was assured would be accessible for my visually impaired daughter and was reassured I would be able to return the product if it wasn't accessible. I was given the run around when I tried to return the product within the 30 days and now the company refuses to take the product back and will only give me back a fraction of the cost. Apparently the company doesn't value their product anymore than I value their service to customers.Desired Settlement: Full refund of purchase price of $187.80.

Business

Response:

4/14/14

Review: Husband responded to phone call from company, allowed company to send SAT prep materials to our home. We received the materials and determined that it would not be useful for our high-school age child. I called to obtain a return authorization number as specified in the literature that came with the materials. The customer service representative told me that I would not receive a full refund unless we had fully activated and explored each portion of the materials and were willing to give feedback on them. She also said that we had not even begun our 30 day evaluation period, which would begin on August 18th (according to the packing slip, the order date was 8/4 and the ship date was 8/6) and therefore could not return the materials yet. Then she offered a refund of approximately $165. This was not acceptable.

Refund guarantee states "Smartprep comes with a 100% money back guarantee of the purchase price for the first shipment during your 30 day trial period. If for any reason Smartprep is not for you, please call ([redacted] for a refund. The complete return policy is included in the satisfaction guarantee." (I have the Satisfaction Guarantee, which allows for return during the first 30-day evaluation period and requires that items be returned within 5 days of the return authorization number. NO MENTION is made of a partial refund OR of the requirement to activate or give feedback.

Upon second phone call, customer service representative claims that credit has already been given. I have not seen a record of this through my bank-account-tied Visa debit card. I have mailed the items back as of today, 8/15, via certified USPS mail, and will offer that tracking number if necessary.Desired Settlement: Full refund.

In the future Smartprep should make full disclosure of partial-refund policies on shipping documentation, or discontinue them. In short, if they're going to offer a full refund satisfaction guarantee "for any reason," they should stand by that claim. No secret partial-refund nonsense from customer service.

Business

Response:

8/20/14

Review: Smartprep contacted us about educational material and informed us the prices was $187.80. They sent the first packet and billed our account for the agreed $187.80. Then they sent us five additional disks in cardboard envelops that we thought was advertisement so we set them aside. Finally in March we realized they were sending us additional computer disks and charging our credit card for each one at $59.90 for a total of $299.50 beyond what we were told the cost would be. Smartprep is only agreeing to take one disk back and we want to return all for a $299.50 refund.Desired Settlement: To be refunded the entire amount of $299.50. We can return the disks

Business

Response:

5/7/15

Revdex.com

of San Diego

4747

Viewridge Ave Suite 200

San

Diego, CA 92123

(858)496-2131

Complaint

ID: [redacted]

Customer

name: [redacted]

I

am sorry the [redacted] family has been unhappy with their Smartprep order. We take all complaints very

seriously here and fortunately we record the sales calls to make sure the

parameters of our orders are made clear at the time of sale. When the [redacted]

family first informed us they were unhappy on 4/6/15 we immediately conducted

an account review to look into the matter. A copy of that account review is

noted below. The recording confirms Mrs. [redacted] was very clearly informed that

if she did not call to cancel our service an additional product would be billed

and shipped monthly. This information was explained in writing multiple times

in their first package as well. We then delivered products to their home

monthly and put our name and 800# on their credit card statement monthly. They

never returned any items or contacted us until the 6th of April. All

future shipments were deleted with that first request. Per her account review and our company policy (both copied below) no refunds should be due to the [redacted]

family. We have made an exception in our policy however and authorized them to

return their last shipment for a full product refund. Or they can keep all they

have and receive an immediate $40 courtesy refund. The [redacted]s can call customer

service at 1-[redacted] to inform us of their decision.

Sincerely,

Customer

Service Manager

Smartprep

Software

ACCOUNT

REVIEW

BOD

per customer services request the sales call was reviewed. At 4.55 minutes Mrs.

[redacted] was told “it is only if we havent heard back from the parents at all then

we would assume success and send the next higher volume for continuity so just

let us know, it is entirely up to you”. Mrs. [redacted] clarified if other things

would be sent, the sales woman said that “you don’t ever have to get anything

from us ever again, what we do want is just one call in the 30 days”. Mrs.

[redacted] said “ok”. Then to be clear at 6.56 minutes into the recording Mrs. [redacted]

was told “regarding the advanced levels, if we havent heard and only if we

havent heard before the end of the 30 day evaluation then we will assume

success and bill and ship the next higher volume monthly at the discounted

49.95 plus shipping and handling”. Mrs. [redacted] had no issue with this and said

“ok” and asked what phone number she would call us back on. The sales woman

gave her the 800#, Mrs. [redacted] again said “ok”. Information on the continuity

was in writing multiple times in the first package as well in case there was

any confusion. They did not request a cancellation until 4/6/15 so no refunds

should be due. We do not want to leave our customer unhappy however so as a

courtesy we will make an exception in our policy and Mrs. [redacted] is authorized

to return the last shipment for a full refund of $59.90, basically honoring a

30 day return policy. Or if they would prefer we will authorize a $40 refund to

be processed immediately plus send three Smartprep products ($150 value) of

their choice at no additional charge. They are still qualified to take

advantage of our sat/act guarantee for a full product refund //

Return

Policy

Customer

satisfaction is our primary concern. As we are confident that you will benefit

from our products and services, we offer a 100% satisfaction guarantee on your initial Smartpep shipment. If

for any reason you are not satisfied with our products or services in the first

30 days, we will exchange your software or give you a full refund for the

product amount. It’s your choice!

If

you would like to return the product, please call our Customer Service

Department at [redacted] to

obtain a Return Authorization Number

(RA#). This will help us provide accurate tracking of all returns.

An

RA# will be given only for the initial package and within the first 30-day

evaluation period. If

you participated in the monthly product shipment program and choose to

discontinue your service after the 30-day guarantee period, you will be

responsible for any charges incurred up to that date. If you are on the monthly

payment program you are responsible for all payments if you didn’t contact us

within your trial period. Any and all packages received with a post mark

stamped five or more working days after the (RA#) is issued will not be

accepted and the purchase will be considered final.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Although SmartPrep may have informed our family that there would be multiple shipment we were not informed that for each shipment the charge would be $59.90 in addition to the original $187.00. What SmartPrep represented was that the $187 would be spread out over multiple shipments. Instead they charged $187 in one mass bill, then five additional charges of $59.90 for a total of $487.30. At no time was the billing amount of $487.30 divulged. We are not obligated to pay for items sent to us in the mail that we did not ask for and will take this case to the Attorney General if we are not reimbursed for the $299.50 or the five shipments billed to us.

Review: I PURCHASED AN A ACT/SAT PREP PRODUCT FROM THE COMPANY. I WAS NOT TOLD AT THE TIME THAT I WOULD BE BILLED AND SENT DISCS EVERY MONTH. I HAVE REPEATED TRIED TO CALL THE NUMBER ON THE INVOICE DURING NORMAL BUSINESS HOURS AND LEFT MESSAGES INCLUDING MY CONTACT NUMBER AND HAVE NOT RECEIVED A MESSAGE BACK EVEN THOUGH THE VOICEMAIL STATES SOMEONE WILL RETURN YOUR CALL WITHIN 1 BUSINESS DAY. I HAVE ALSO LEFT EMAILS WITH THE EMAIL CONTACT INFO ON THE WEBSITE AND NOT RECEIVED AN EMAIL BACK. I HAVE TOLD THEM ON THE MESSAGE THAT I DO NOT WANT TO RECEIVE ANY MORE DISCS AND I DO NOT WISH TO BE CHARGED ON MY CREDT CARD. I TOLD THEM THAT I AM REPORTING THEM TO THE Revdex.com AND STOPPING ALL CHARGES ON MY CREDIT CARD.Desired Settlement: REFUND OF ADDITIONAL CHARGES CHARGED TO MY VISA THAT WERE NOT AUTHORIZED. I WILL PAY FOR INITIAL PROGRAM ONLY.

Business

Response:

3/25/15

Revdex.com

of San Diego

4747

Viewridge Ave Suite 200

San

Diego, CA 92123

(858)496-2131

Complaint

ID: [redacted]

Customer

name: [redacted]

When Ms. [redacted] ordered Smartprep

online she checked off that she would “Accept” the terms of the sale. A copy of

that acceptance page is attached with this response (see “accept decline page

pdf format”). It clearly states that “If we haven’t heard from you during your

30-day evaluation, we will assume success and ship the next volume, monthly, at

the discounted rate of 49.95 (plus shipping)”. To make sure the optional future

billings are clear we remind our customers of the follow up shipments multiple

times in writing inside their first shipment (and not in fine print, it’s

stated very boldly), we even put this information on a sticker on the outside

of the Priority mail box their first shipment comes in. This is so even if they

don’t open their first shipment they are informed that other products will

follow. Our toll free phone number is written on the outside of the box as well

so our customers can call us if they have any questions. A copy of this

literature and the sticker is attached to this response (see “literature pack

Smartprep”).

Regarding Ms. [redacted] statement

that she has tried to contact us by phone and email, we do have record of

receiving a call from her on 2/5/15. Unfortunately the phone number the

customer service representative called back was one digit off, it was

[redacted]. We now know from a 3/9/15 message received that the correct phone

number was [redacted]. The customer service representative did call Mrs.

[redacted] back, but unfortunately to an incorrect phone number. The message the

customer service representative received was just a name and phone number so they

did not know Ms.[redacted] wanted to cancel.

The next message received from Ms.

[redacted] was left on Saturday 3/7/15,

that message did have the correct phone number and did include that Ms.

[redacted] wanted to stop future shipments. Customer service called Ms. [redacted] back

the first business day, 3/9/15, explaining the problem with the 2/5/15 message

and apologizing for her frustration. She did not call us back.

Regarding emails sent from Ms.

[redacted], we researched all incoming emails from [redacted]@gmail.com

and the first email received was on 3/7/15. Per the 3/7/15 contacts Ms.

[redacted] account has been canceled, she will receive no further billings.

It is unclear why the first contact

from 2/5/15 had an incorrect phone number, we do not know whether it was

because a wrong number was left on the message or a wrong number was dialed.

Regardless as a courtesy we have refunded Mrs. [redacted] for the one product

that was billed after that date. The $59.90 billed 2/20/15 was refunded today

to the Visa ending in [redacted]. Ms. [redacted]

will see that credit posted in three to five business days. The previous

monthly shipments are not refundable per our Return Policy which is noted below

and which was included in all of Ms. [redacted] shipments.

Sincerely,

Customer

Service Manager

Smartprep

Software

Return

Policy

Customer

satisfaction is our primary concern. As we are confident that you will benefit

from our products and services, we offer a 100% satisfaction guarantee on your initial Smartpep shipment. If

for any reason you are not satisfied with our products or services in the first

30 days, we will exchange your software or give you a full refund for the

product amount. It’s your choice!

If

you would like to return the product, please call our Customer Service

Department at (855) 366-9771 to

obtain a Return Authorization Number

(RA#). This will help us provide accurate tracking of all returns.

An

RA# will be given only for the initial package and within the first 30-day

evaluation period. If

you participated in the monthly product shipment program and choose to

discontinue your service after the 30-day guarantee period, you will be

responsible for any charges incurred up to that date. If you are on the monthly

payment program you are responsible for all payments if you didn’t contact us

within your trial period. Any and all packages received with a post mark

stamped five or more working days after the (RA#) is issued will not be

accepted and the purchase will be considered final.

Consumer

Response:

Received satisfactory response from company. The finally called me back and have stopped further shipments.