Susan B. Henner, Attorney at Law, PLLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
The issue has been resolved by the associate attorney who advised me how to obtain our documents needed and apologized for the misunderstanding in the office. We had called numerous times back in 2013 as well as visited the office to obtain our documents and were never assisted by the office staff.  But as of 5/**/15 we were assisted by assistant attorney
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

This client has grossly exaggerated and misstated the facts of this matter.  First, the client paid us only $2500 for this case.  The remaining money was for filing fees to [redacted].  The client's documents were required to be kept in the office following the interview for a specific...

period of time as the case was not approved immediately on the date of the hearing with [redacted].  The documents in question were then put aside for the client to retrieve. After two years, the client had not come to retrieve them and then they were sent to storage.  Our storage facility ([redacted]) charges us a fee of $45 to obtain any file from storage to send it to our office.  The client was notified in advance of this in the retainer agreement and agreed to pay these fees.  Now she wants her documents but is refusing to pay the $45 fee.   Not one time since 2013 has this client called, emailed or reached out to me, the [redacted] of this firm, to resolve this issue.  She called on Monday and began to argue with my staff over the issue.  She simply does not want to pay the $45 and her filing of this complaint is her way of avoiding paying the fee which is required.  This is unfair of her to do.  We helped her husband to become legal in this country and provided them with good service.  We advised them properly for years.  We placed the documents aside for her to retrieve.  She did not pick them up after two years.  And now she publicly blasts my firm over $45?We have reached out to the client and responded to her several times since Monday.  My [redacted] called her Tuesday at the phone number she provided.  She claims no one called her back.  I have had several email conversations with her yesterday and today.  My [redacted] has also had several phone conversations with her.  We are happy to return her documents to her, but I am not able to pay to obtain these documents from storage after she failed to come get them for two whole years and after she not even once contacted me directly about them. We have not one shred of evidence that she has attempted to contact our office during the past two years to obtain her document back.  We have checked all computers and all staff records.  it is not fair for us to pay these fees for her and make other clients pay to obtain their files.  This client was advised in writing of the storage fees up front.  This complaint seems to be a way to avoid payment of these fees.I hope this matter can be resolved.  Thank you.?

Review: We had services rendered by Susan Henner back in 2013 for filing for my husbands green card. At that time after the case was completed and the same day we had our immigration meeting we inquired of the attorney who came with us about having "our " original documents returned to us that they had needed to photocopy for their records and we were to,d that we would receive them by mail. After a month of not receiving the documents we called and were told they would be sent out, another month passed and after phone calls and emails sent to the office we never received our documents. A few months later we called again and were told someone would get back to us and no response. We are needed our documents returned and this week I once again contacted the office and was told I would receive a phone call, again no phone call after the 2nd call to the office I expressed wanting to speak to the attorney who helped us and we paid and she refused to speak to us. Telling the secretary that if we want our records back we would have to pay once again for our property. Which is ridiculous because we paid for services initially, also paid for the. To photocopy all our documents and now they are unwilling to turn over our papers. Also the attorney refused to speak to us telling the secretary that we are no longer clients and she doesn't have to speak to us. The customer service from the secretary as we,l as the attorney was completely unprofessional. We are entitled to our papers back especially when it was completely laziness from the office staff/attorney that we didn't initially have them returned.Desired Settlement: We would like our records, bank statements, tax statements and w2s, etc returned to us without us being penalized and charged a fee to obtain them out of storage, when they are the ones who didn't complete the job to begin with.

Business

Response:

This client has grossly exaggerated and misstated the facts of this matter. First, the client paid us only $2500 for this case. The remaining money was for filing fees to [redacted]. The client's documents were required to be kept in the office following the interview for a specific period of time as the case was not approved immediately on the date of the hearing with [redacted]. The documents in question were then put aside for the client to retrieve. After two years, the client had not come to retrieve them and then they were sent to storage. Our storage facility ([redacted]) charges us a fee of $45 to obtain any file from storage to send it to our office. The client was notified in advance of this in the retainer agreement and agreed to pay these fees. Now she wants her documents but is refusing to pay the $45 fee. Not one time since 2013 has this client called, emailed or reached out to me, the [redacted] of this firm, to resolve this issue. She called on Monday and began to argue with my staff over the issue. She simply does not want to pay the $45 and her filing of this complaint is her way of avoiding paying the fee which is required. This is unfair of her to do. We helped her husband to become legal in this country and provided them with good service. We advised them properly for years. We placed the documents aside for her to retrieve. She did not pick them up after two years. And now she publicly blasts my firm over $45?We have reached out to the client and responded to her several times since Monday. My [redacted] called her Tuesday at the phone number she provided. She claims no one called her back. I have had several email conversations with her yesterday and today. My [redacted] has also had several phone conversations with her. We are happy to return her documents to her, but I am not able to pay to obtain these documents from storage after she failed to come get them for two whole years and after she not even once contacted me directly about them. We have not one shred of evidence that she has attempted to contact our office during the past two years to obtain her document back. We have checked all computers and all staff records. it is not fair for us to pay these fees for her and make other clients pay to obtain their files. This client was advised in writing of the storage fees up front. This complaint seems to be a way to avoid payment of these fees.I hope this matter can be resolved. Thank you.?

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The issue has been resolved by the associate attorney who advised me how to obtain our documents needed and apologized for the misunderstanding in the office. We had called numerous times back in 2013 as well as visited the office to obtain our documents and were never assisted by the office staff. But as of 5/**/15 we were assisted by assistant attorney

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,