USA National Online Registry

Initial Business Response /* (1000, 5, 2016/02/24) */
Please see attached letter response
Re: Case [redacted]
Attention: [redacted]
This letter is in response to complaint case #XXXXXXXX. VVe would like to express our surp~se and disappointment concerning this issue. VVe are...

disappointed we were not given any chance to resolve this matter before any complaint was filed. We only received a letter from Brazil Rio SEa on February 16th and then this complaint was emailed to us by the Better Bureau Business on February 17 .
On December 3rd, Renata Goncalo placed an order with USA National Online Registry to purchase
our services. USA National Online Registry took every measure to ensure Renata Goncalo was authorized to purcllase such services on· behalf of Brazil Rio,Spa. VVe here at USA National Online Registry have strict company poliCIes in order to maintain the highest quality and standards to our services and our clients. One of those policies include that Otlf order department calls back the client and re-verifies all pertinent information. The order department follows a strict procedure which lists as follows:
Confirms the client is actually authorized to order on behalf of the company. Confirms the business listing - Example: Company Name, Address, City, Zip, Phone Number, Etc.. Asks if a purchase order,nurnber is required for the purchase Asks the method of payment - Example: By check or by credit card Reconfirms total cost of the service requested by the client.
All of these calls are recorded to ensure the highest quality. When our order department called
Renata Goncalo back to re-verify her order she confirmed to our representative that she was in fact an authorized purchaser and had every authority to place the' order. She also told our representative to send the invoice to her attention. The ·next day the invoice was mailed to Brazil Rio Spa at 90 Worth St, New York, NY. The invoice did stipulate that it could be cancelled within 30 days either by calling or emailing us. Our customer care department called Brazil Rio Spa on January 21 st to inquire about the invoice that was past due. We were told that [redacted] was not there and they did not know when she would be in, then on January '29th we were told that [redacted] was no longer there we were told. to speak with [redacted]. On February 2nd, we spoke with [redacted] and explained the past due invoice at which point she asked us to email the invoice to her attention. It was emailed on the same day. OR February 5th we spoke again with [redacted]' [redacted], at that time she wanted proof of the .order, which we provided. She seemed to understand that [redacted] did place this order on behalf of Brazil. Spa and told us she would call us at the·end of February to make a payment via ,credit.card. It was unfortunate that Renata Goncalo fraudulently misrepresented herself as an active member and an authorized purchaser for Brazil Rio Spa. As we could understand [redacted]'s frustration, we also believe that we should not be held responsible for the actions of Renata Goncalo. That is an issue between Brazil Rio Spa and [redacted] to deal with. We at USA National Online Registry strive on customer care and service, we therefore have cancelled this account and any invoices pertaining to Brazil Rio Spa as well. We feel that the Brazil Rio Spa and [redacted] were not transparent and were overly reactive concerning this issue. If they would have sent us the letter and then given us a reasonable time frame to respond this would have been resolved in an amicable manner. We thank the Revdex.com for their help in resolving this matter.
Sincerely,