Valley Springs Senior Housing

Initial Business Response / [redacted] (1000, 9, 2016/03/17) */ Contact Name and Title: [redacted] Client Servic Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @ckventuresinc.com I am writing in regards to Ms [redacted] 's complaintI have spoken with Ms [redacted] and apologized for any confusion or misunderstanding, as have both of my Area Manager's in Springfield, Charity Williams and Mitch LongIt was in no way our intention to mislead Ms [redacted] about the documents required when applying for the $Refund Advance, they do vary from those required for our preseason product, the Year-End Refund Advance (YERA) I have also apologized for and explained the decision by AMEX Serve Card not to issue her funds on a Serve CardThere are the three key reasons why a client's refund is not able to be disbursed to the Serve Card as requested during the interview: The client chose to have their refund disbursed to a Temporary Serve Card issued in the office and they already have an Existing & Active Serve Card with their name on it The client registered for personalized Serve Card during pre-season (YERA), did not bring it to the tax interview and was issued a Temporary Serve Card American Express cannot verify the identity of the client, which creates a Know Your Customer (KYC) reject Ms [redacted] requested a reimbursement to be filed with a Gold Guarantee ClaimI have explained this is not possibleThe Gold Guarantee protects her tax return in the event of an error by a tax preparer or software error resulting in additional tax liabilityThere is no error on Ms [redacted] 's tax return therefore we cannot file a claim on her behalf It is our sincere desire for every client to receive a thorough and accurate tax interview as well a full explanation of all products and proceduresDue to the confusion and trouble Ms [redacted] has experienced we have offered her Free tax preparation of her tax return but we will not be issuing a refund of her tax preparation and associated fees Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/03/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) That is a statement, I was told by Lisa at the sunshine street location in Springfield Missouri that I would be receiving a refund back for my fees after the abuse and bad information given by their representatives, also it was at the insistence of the representatives at that location that I accept the American Express serve card at the insistence of Andrea at that location after explaining that I already had a card, I was told that it was the only way I was able to opt for my tax refund advance and refund to be made available to me, and the original card I held was deactivated for the push of the American Express serve temporary card issued by [redacted] that day, however, the second card issued was by Brent from the hollister Missouri location after learning I had not received a permanent card yetThen came additional issues when my permanent card did arrive it took approximately hours to locate my funds as they were not deposited on the permanent card however the second temporary card issued by [redacted] Then when the final installment of my tax refund arrives it did not get deposited on any card however a paper check instead and again it was call and call until we could locate my refundIt was after numerous calls to both hollister location where I was yelled at by Roslyn who refused to assist locating my refund and calls to the sunshine location that someone actually located my refundAnd informed me that it was issued in a paper check rather than deposited to the serve card I was forced to acceptIt was after this that I was promised a refund of my fees by [redacted] in the sunshine street locationA week later when no check arrived as promised I called to learn that they decided to not refund my fees but to prepare my taxes at no cost in if I filed my taxes at their service againI have no desire to do further business with this company and explained that due to the bad information and continual issues and horrible treatment by their representatives I want what was promised with my fees being refunded to me Final Business Response / [redacted] (4000, 13, 2016/03/25) */ We have reviewed Ms [redacted] 's original and subsequent complaintsWe stand by our original decision not to issue Ms [redacted] a reimbursement of her tax preparation fees since there is no error on her tax returnThere is no person other than our Franchisee with the authority to authorize a fee reimbursement and he made no such authorization

We apologize for any inconvenience
that acallof
ours may have caused you.We
abide by all FTC and FCC rules and regulations, and scrub our calling list
against the DNCregistryOur database is constantly
updated, however, errorsdooccur. You may have also
responded to one of our multiple advertising campaigns including emails,
direct mails, canvassing, flyers, signage, shows and events, and
internet
Regardless,
you have made it clear youdonotwant
to be contacted, and if you send us your information, we will be sure to remove it from our contacts

Date: Wed, Oct 25, at 11:AMSubject: Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: Revdex.com I just received a call from the business owner and he will not charge additional payment.Also, he will follow what
has been promised.Thank you very much!
*** ***

We apologize for any
inconvenience that a call of ours may have caused youOur representatives are
trained to the highest standards of professionalism, but if you remember the
names of any representatives who called you, we would also be sure to resolve that
matter internally
Our database
is constantly updated, however, errors do occur
You have
made it clear you do not want to be contacted, and we will make sure to remove
your contact information from our systemsAgain, we apologize for any distress
we may have caused you, and will make all efforts to eliminate any further
calls

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I did not respond to any advertising and have been on the DNC list for over a decadeNone of the excuses mentioned apply in my caseThe company's response was bogusThey clearly disregarded the DNC list and violated FTC regulation
Regards,
*** ***

Initial Business Response /* (1000, 9, 2016/03/17) */
Contact Name and Title: [redacted] Client Servic
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@ckventuresinc.com
I am writing in regards to Ms. [redacted]'s complaint. I have spoken with Ms. [redacted] and apologized for any confusion or...

misunderstanding, as have both of my Area Manager's in Springfield, Charity Williams and Mitch Long. It was in no way our intention to mislead Ms. [redacted] about the documents required when applying for the $750 Refund Advance, they do vary from those required for our preseason product, the Year-End Refund Advance (YERA).
I have also apologized for and explained the decision by AMEX Serve Card not to issue her funds on a Serve Card. There are the three key reasons why a client's refund is not able to be disbursed to the Serve Card as requested during the interview:
1. The client chose to have their refund disbursed to a Temporary Serve Card issued in the office and they already have an Existing & Active Serve Card with their name on it.
2. The client registered for personalized Serve Card during pre-season (YERA), did not bring it to the tax interview and was issued a Temporary Serve Card.
3. American Express cannot verify the identity of the client, which creates a Know Your Customer (KYC) reject.
Ms. [redacted] requested a reimbursement to be filed with a Gold Guarantee Claim. I have explained this is not possible. The Gold Guarantee protects her tax return in the event of an error by a tax preparer or software error resulting in additional tax liability. There is no error on Ms. [redacted]'s tax return therefore we cannot file a claim on her behalf.
It is our sincere desire for every client to receive a thorough and accurate tax interview as well a full explanation of all products and procedures. Due to the confusion and trouble Ms. [redacted] has experienced we have offered her Free tax preparation of her 2016 tax return but we will not be issuing a refund of her tax preparation and associated fees.
Initial Consumer Rebuttal /* (3000, 11, 2016/03/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That is a false statement, I was told by Lisa at the sunshine street location in Springfield Missouri that I would be receiving a refund back for my fees after the abuse and bad information given by their representatives, also it was at the insistence of the representatives at that location that I accept the American Express serve card at the insistence of Andrea at that location after explaining that I already had a card, I was told that it was the only way I was able to opt for my tax refund advance and refund to be made available to me, and the original card I held was deactivated for the push of the American Express serve temporary card issued by [redacted] that day, however, the second card issued was by Brent from the hollister Missouri location after learning I had not received a permanent card yet. Then came additional issues when my permanent card did arrive it took approximately 10 hours to locate my funds as they were not deposited on the permanent card however the second temporary card issued by [redacted] Then when the final installment of my tax refund arrives it did not get deposited on any card however a paper check instead and again it was call and call until we could locate my refund. It was after numerous calls to both hollister location where I was yelled at by Roslyn who refused to assist locating my refund and calls to the sunshine location that someone actually located my refund. And informed me that it was issued in a paper check rather than deposited to the serve card I was forced to accept. It was after this that I was promised a refund of my fees by [redacted] in the sunshine street location. A week later when no check arrived as promised I called to learn that they decided to not refund my fees but to prepare my taxes at no cost in 2017 if I filed my taxes at their service again. I have no desire to do further business with this company and explained that due to the bad information and continual issues and horrible treatment by their representatives I want what was promised with my fees being refunded to me.
Final Business Response /* (4000, 13, 2016/03/25) */
We have reviewed Ms. [redacted]'s original and subsequent complaints. We stand by our original decision not to issue Ms. [redacted] a reimbursement of her tax preparation fees since there is no error on her tax return. There is no person other than our Franchisee with the authority to authorize a fee reimbursement and he made no such authorization.

We apologize for any inconvenience a call of ours may have caused you. Though, we cannot confirm from what source we received your information, we can guarantee that it was completely innocent, and now that we know you are not interested in our services we have removed your information from our systems. If there is anything else we can do for you, please let us know.

We will immediately take your phone number from our calling database.We apologize for any inconvenience.As of today, your phone number will be permanently removed from our list.John K**