VerAcademy

9/30/
Revdex.com
of San Diego
Viewridge Ave Suite *
San
Diego, CA 9*1*
(858)496-*
Complaint
ID: ***
Customer
name: *** ***
Mrs
*** has been credited for both of her VerAcademy ordersHopefully we
have
resolved the situation to her satisfactionIf she has any questions regarding
her credits customer service can be contacted at 1-800-***-*** extension *
Sincerely,
***
***
Customer
Service Manager
VerAcademy
Software

9/30/
">
Revdex.com
of San Diego
Viewridge Ave Suite *
San
Diego, CA 9*1*
(858)496-*
Complaint
ID: ***
Customer
name: *** ***
Mrs
*** has been credited for both of her VerAcademy ordersHopefully we have
resolved the situation to her satisfactionIf she has any questions regarding
her credits customer service can be contacted at 1-800-***-*** extension *
Sincerely,
***
***
Customer
Service Manager
VerAcademy
Software

8/7/
Revdex.com
Viewridge Ave#
San
Diego, CA
Attn: *** ***
RE:
Mr***
Complaint
# ***
In response to Mr***s statement that
he told his sales man he wanted “NOTHING ELSE” again that would be fine, we
only needed one call during his trial if he wanted future shipments stoppedAs
was stated in the previous response, the sales man did inform Mr***
verbally that other would be billed and shipped after the trial if he did not
cancel, Mr*** did not have a problem with this during that sales callThere
was nothing “slipped” to Mr***, he was informed verbally and yes in
writing as wellA copy of the literature included in his first shipment is
included with this responseThis literature boldly and clearly states other
products will come after the trial and includes our toll free 800# repeatedly
in case any changes need to be madeThe third and final page in the attached “VA
Literature Pack” is a large sticker that is put on the outside of the priority mail box, so that even if customers are
busy and don’t have time to open their box they see that other products will be
sent and have the number available to call if they want to make changes
We never said any documents were signed, this
is a phone order so of course there was no signature
We actually did contact Mr*** on
7/15/15, in response to his wifes earlier request that his account be reviewedA copy of that contact is attached with this responseThe conversation was very briefThe customer service representative told Mr
*** that we had reviewed their account per his wifes request and asked if
he had time to hear the reviewMr*** stated “Well then if my wife has
the questions then you should be calling her, do you have the number?” The
customer service rep said that no she did not have the number and then the
phone was disconnectedIt appears Mr*** disconnected the call because
the customer service representative did notSo Mr*** is correct in
that he did not give us the number to callI apologize that I was not clear in
my initial responseI should have stated that Mr*** said we should
call his wife and then disconnected, so we researched to find the phone number
she called us from earlier and returned her call at that numberIt is true
however that we did talk to Mr*** and that he was told an account
review was done, also that he did not wish to hear that review
We are not trying to sell Mr***
anything, we are offering nothing but refundsWe have given him two options in
regards to the refund, that was not meant to upset him, we apologize if that
was the end result
Yes the ***s were informed multiple
times in writing that others would be sent after the trial, again copies of the
literature are included with this response for your records
Mr*** is correct that there was
nothing on the outside of his last two shipments with directions on how to
return, it is unclear why he would mention that though, that is not something
that we said would be done or that should be doneThese items are not
refundable per our company Return Policy.
The first shipment was refundable within the day trial but still
there were not return instructions on the outside of the package, there was our
customer service phone number that the ***s could call should they want
to return the item within their trialMost companies do not send products with
return instructions on the outside of the package, that would be unusual, so
again it is unclear what Mr*** is referring to in regards to that
Per Mr***s request we have included
the recording of his 7/15/contact with customer service where he directed
the representative to call his wife and then disconnected
Overall I respectfully disagree with Mr
*** that we have been ambiguous or misleadingWe have been upf*t and
available and have followed through with all we said we would doIt is Mr
*** who said he would call if he didn’t want others but then did not and
how has now disputed his charges with his credit card and complained about our
company despite no proof of w***gdoingTo the contrary there have been no billings
since the first cancel request on 6/16/15, there have only been offers of
creditsWe have proven to be very easy to contact and have responded to any
calls from this familySince Mr*** has now made it clear that he does
not want to take the offer of a partial credit and free products we have
refunded the *** family for their last product, billed over two months
ago on 6/7/We will not ask them to return that item, they can keep it as a
free giftThere will be no further refunds authorized
Again we would like to apologize to the
***s that this has ended negatively, that certainly is not our intention
We have a return policy like any other business and feel we have the right to
uphold that return policyWe appreciate them giving us the opportunity to
review their account and see what we could do to help, hopefully the credit
processed for their June shipment will ease some of their frustration
Sincerely,
***
***
Customer
Service Manager
VerAcademy
Software

5/27/
Revdex.com
Viewridge Ave#
San
Diego, CA
","sans-serif">Attn: *** ***
RE:
***
Complaint
# ***
We are sorry the *** family has
been unhappy with their VerAcademy 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 saleThe sales call recording confirms
Mr*** was informed at the time of order that his product was being sent for
a day trial and that other would be sent after their trial expired He was
told that they could inform us at any time if they wanted to cancel this
service
Regarding our phones not working, that is not
an issue that any other cus***ers complained about, Mr*** actually called
in on 5/26/15, confirming the phones do workIt is true that we did receive an
email from the *** family on 2/13/asking to cancel their serviceThis
email however had no specific account information (for example a home address/ph#/order#)
and we could not connect the request to an accountThe emails included in that
request were ***.***@clarke.edu
and ***.***@clarke.edu
Unfortunately the name on the customers account is not *** *** or ***
*** so as was stated, could not be connected to an accountWe
responded to that email that day stating -
Mr***,
We apologize
for any inconvenience you've experienced with our toll free phone numberNo
other customers have informed us of any issues calling in and we have continued
to receive calls dailyWe tested the lines upon receipt of your email and
found no issuesWe would be happy to call you to discuss your account, please
provide a contact phone number and customer service will follow up with you
shortly.
VerAcademy
Administrator
We did not hear from the *** family again
until 5/6/When we were able to find the account of course we stopped all
future billings immediatelyWe also conducted an Account Review (noted below)
and confirmed that it was Mr*** that placed the order, not a student as
Mrs*** had stated when we spoke to her on 5/6/Per the below account
review, despite confirmation that this order was placed by an adult and the
terms were explained at the time of order, we went against our policy and authorized
the *** family to return their final shipment, billed 5/1/15, for a full
refund of $When Mr*** called in on 5/26/we made a further
exception and processed that refund without asking for any items to be returned
It is not true that the *** family was told
they had to receive a special number to stop future shipmentsIf that was
their understanding we apologize but again that is incorrectAll that is
needed is one request and that was done by the *** family on 5/6/
As the *** family acknowledges in their
complaint, they ordered in October of We respectfully disagree that for
them to expect to return the item in May of is a reasonable requestThe
fact is the *** family ordered the products, were informed of the parameters
of the order, and di d not cancel their service until 5/6/We responded to
all contacts and requests from them and have gone against our Return
Policy (noted below) for this family
If there was an incorrect name on the outside
of the box when they received the return we apologize, that must have been a
data entry errorIf they find they are missing any items of course we will
replace those at no additional cost
We have refunded the *** family
$but will not be processing any further refundsIf they were unhappy
with the initial phone call for any reason they simply needed to inform us
within their agreed upon trial periodIf they did not want the follow up shipments
we only needed one contact and we would have been happy to cancel their
serviceLike any business we have a return policy and like most ours is based
on timeWe have refunded the *** family for days of shipments without product
return but no further credits will be authorizedIf they find they need any
free replacement disks sent to them customer service would be happy to assist
them at 1-800-304-
Sincerely,
***
***
Customer
Service Manager
VerAcademy
Software
Account Review
-
BOD Per cus***er
services request reviewed the ***s accountReviewed the original sales call
to make sure the day trial and future shipments were made clear at the time
of order and to make sure it was an adult who orderedThe sales call was with
Mr***, not the studentThe time period of days was stated repeatedly
Then in the sales call confirmation at minutes the sales person told Mr
*** “your days begin when you receive the software, that way you have a
full days”Regarding the future billings at minutes Mr*** 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”Mr*** had no issue with this and said “ok”
Information on the trial and future billings was in writing multiple times in
the first package as well in case there was any confusion, including a sticker
on the outside of the box with our 800# that reminded themThe first shipment
was delivered to the home in October of so the trial ended in December of
The first cancel contact was made on 5/6/so no refunds should be due
per the original recorded agreementPer todays email we researched all emails received
and found there was a cancellation request email received from
***.***@clarke.edu and ***.***@clarke.edu on 2/13/but there was no
cus***er information included in this email that would allow us to connect the
cancel request to an accountThe VerACademy Administrator responded to that
email asking for the phone number connected to the account so that we could
take care of their cancellation requestThe ***s did not respondWe also
researched all incoming calls our 800# per the cus***er stating we have been
hard to contactThis is unusual since we have not been busy in cus***er
serviceSearched all incoming calls from 4/1/to date and the only one with
the phone number was todays contact when cus***er service called Mrs
***Per the account review no refunds should be dueWe do not want to leave
our cus***er unhappy however so as a courtesy we will make an exception in our
policy and the ***s are 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 $refund to be processed immediately plus send
three VerAcademy product links ($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
Cus***er
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 VerAcademy shipment
If 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 Cus***er Service
Department at (800) 304-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 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

5/6/
","sans-serif"">Revdex.com
of San Diego
Viewridge Ave Suite
San
Diego, CA
(858)496-
Complaint
ID: [redacted]
Customer
name: [redacted]
We apologize if Mrs[redacted] has been
unhappy with her experience with VerAcademy, that certainly is not our
intentionWe appreciate that Mrs[redacted] is stating honestly that she did not
read the email sent to her (copied below) which clearly explained that her
evaluation date on the tutoring service was 3/26/and that if she did not
contact us by that date she would owe five payments of $In addition to
this being explained in writing in that email Mrs[redacted] was informed verbally
that these payments would process if she did not cancel the service when she
initiated our tutoring program on 2/19/Mrs[redacted] states that her year
old son did not call to cancel as he should have, but in actuality the
agreement is always made with the parent so it would be up to the parent to
call customer service, of course we would not expect the student to take that responsibly
This is why the tutoring trial date and payment information must be given to
the parent directly
In response to Mrs[redacted] stating that it is
complicated to cancel our service, it is not our intention to make the
cancellation complicated, it is only a simple phone call that is neededMrs
[redacted] states that when she called to cancel she was told it was too lateThat
is correct, since that cancellation request came after the agreed upon date of
3/26/
In regards to Mrs[redacted]s statement
that we expected her to pay even if the student wasn't using our service, the
agreement was based on a date, not usageNone the less, our tutor has noted
many contacts and contact attempts with the [redacted] family, including grading a
practice test on 3/11/
The fact is Mrs[redacted] agreed to contact us by
a date if she did not want our service and she did not do thatPer the
original agreement she should have owed all five payments of $since this
cancellation did not happenAs a courtesy we offered her a cancellation fee of
$She was still upset so on 4/28/at PM we left a message for Mrs
[redacted] that we would waive that fee and there would be no additional billings
from our companyPer her complaint is seems that she is under the impression
this cancellation fee was billed, but it has not been nor will it be
In response to Mrs[redacted]s request
that we reverse the $payment processed on 3/27/15, we will not be able to
process that refundMrs[redacted] agreed to an evaluation date and passed it, it
was her responsibility to inform us of her cancellation request, not her
studentsShe should owe an additional $but she will not be billed that
amount nor will she be sent to collectionsNo refunds are due however
Again we are sorry that Mrs[redacted] is
unhappy with our company but we respectfully disagree that we did anything wrong
We offered a service which Mrs[redacted] acceptedOur tutoring department has
either contact or contact attempts noted on 2/24/15, 3/2/15, 3/9/(twice),
3/11/15, 3/18/and 3/24/We did hold up our part of the agreementOur
tutors do a great job and the students are usually very happy with the service
If they are not happy they simply contact customer service and cancel the
service
We appreciate the opportunity to
present our side of this unfortunate situationAs was previously stated, Mrs
[redacted] does not have to worry about the $cancellation fee, that has been
waived
Sincerely,
[redacted]
Customer
Service Manager
VerAcademy
Software
EMAIL SENT TO MRS[redacted] ON 2/19/-
From:
Customer Service Sent: Thursday, February 19, 11:AMTo: '[redacted].[redacted]@aig.com'Subject: Welcome to VerAcademy Tutoring! The attached practice test must
be completed for the tutors to be of assistance, please have this done as soon
as possible
Re: ID [redacted] family,
Thank you for your interest in our tutoring services,
we are confident the student will find our help beneficialPlease have the
student complete the attached practice test as soon as possibleOnce the
student is done taking this practice test return the answer sheet (and in the
case of the SAT the essay as well) to our tutoring departmentYou can do this
by scanning and emailing that information to our tutors at [redacted].comOur tutors will
customize a preparation plan based on the results of the practice test and focus
on the areas where the student needs the most help
All
of our VerAcademy Pro customers have access to two half hour tutoring sessions
a week at no charge during the day trial periodIf you decide to continue
with our tutoring service after the trial, you will receive another three
months of tutoring, continuing with the two half hour sessions a weekIn
addition to their structured one-on-one sessions, the student will have access
to various tests, assignments, and homeworkA tutor
will be contacting you soon to set up your first appointmentIf you ever
want to contact the tutoring department you can do so by leaving a message at
1-[redacted] or by email at [redacted].com
Our tutoring program comes with a money back
guarantee to increase the ACT score by a minimum of points and the SAT by a minimum of pointsYou will find
more information on this guarantee noted below
The
last day on the evaluation for your tutoring service has been noted as 3/26/This means you would need to contact customer service by
PM Pacific Standard Time on that date if you wanted to cancel this service
If you want to make any changes to your tutoring
package please leave a message at 1-800-304-or email us at [email protected] five monthly payments of $start
after your trial has expired and your tutoring service will continue for an
additional three months after your trial has expiredIn the meantime enjoy the
tutoring!
VerAcademy Customer
Service
VerAcademy Tutoring Guarantee
VerAcademy Pro
is the most effective learning system for increasing the SAT and ACT scores
Our Managed Learning course enhances academic aptitude, reading, comprehension,
critical thinking and problem solving skillsUniquely based on over years
of scientific research done at the [redacted],
VerAcademy Pro is guaranteed to:
VerAcademy Pro
Guarantee:
After a minimum of hours use on any one or more VerAcademy Volumes A through
J and completion of a minimum of three practice tests with tutor follon
these three tests your score on the SAT will increase at least points (when
your original aggregate score is between and points)Your ACT score
will increase points (when your original score is between and points)
If not VerAcademy will refund you for all tutoring payments
To receive a refund,
VerAcademy must receive:
·
A
copy of initial SAT/ACT scores (prior to using the VerAcademy program)
·
A
copy of the second SAT/ACT score showing failure to meet the guaranteed
increase
·
VerAcademy
user progress report, which shows the VerAcademy program was used the hour
minimum
·
Dates
of submission of your three practice tests to the tutors
·
Confirmation
from our tutoring department that three complete practice tests were reviewed
with the student

5/28/
Revdex.com
Viewridge Ave#
San
Diego, CA
","sans-serif">Attn: [redacted]
RE:
Mr[redacted]
Complaint
# [redacted]
I am sorry Mr[redacted] has been
unhappy with his VerAcademy 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 saleMr[redacted] contacted us on 5/21/
and told us he was unhappy with the continuity shipments so we told him we
would review his account to see if there was anything we could do to help him
Per our return policy (copied below) our
follow up shipments are not supposed to be refundableThis is because we
inform our customers verbally and in writing that these shipments will be
coming after their day trial and that if they don't want these shipments we
just ask for one contact requesting a cancellation during their trialWe then
give the customer closer to days to call us, because we understand that families
are busyThe monthly shipments have the exact format of their first shipment
so the customer knows what they're getting, before they get it, how much it
will cost and when it will comeSince the customer has all required
information to make a decision prior to when we bill and ship we just as for
that call if they do not want these items
Below is a copy of the account review
conducted on Mr[redacted]s account on 5/21/15, the same day he informed us of
his frustrationThis recording confirms Mr[redacted] was told he would be sent
products after his trialWe have attempted to contact Mr[redacted] multiple
times to read him this review but have been unsuccessfulAs the below review
states, we are going against our policy and Mr[redacted] is authorized
to return his last shipment for a refundThis is being done as a courtesyOr
if he prefers he can get a partial discount and some free product linksMr[redacted]
can contact customer service at 1-800-[redacted] and let us know of his decision
No further credits will be authorized this
time but all VerAcademy products are refundable for up to two years after
purchase with our SAT/ACT guaranteeIf Mr[redacted] wants more information on
this guarantee customer service would be happy to give him details when he
calls
Sincerely,
[redacted]
Customer
Service Manager
VerAcademy
Software
Account
Review -
BOD per customer
services request the sales call was reviewedAt minutes into the
recording Mr[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 at the
discounted plus shipping and handling"Mr[redacted] had no issue with
thisInformation 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 5/21/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 Mr[redacted] is authorized to return the last shipment for a full
product refund of 49.95, basically honoring a day return policyOr if they
would prefer we will authorize a $refund to be processed immediately plus
send three VerAcademy product links ($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 VerAcademy shipment
If 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 (800) [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 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

5/27/
">Revdex.com
Viewridge Ave#
San
Diego, CA
Attn: [redacted]
RE:
[redacted]
Complaint
# [redacted]
We are sorry the [redacted] family has
been unhappy with their VerAcademy 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 saleThe sales call recording confirms
Mr[redacted] was informed at the time of order that his product was being sent for
a day trial and that other would be sent after their trial expired He was
told that they could inform us at any time if they wanted to cancel this
service
Regarding our phones not working, that is not
an issue that any other cus[redacted]ers complained about, Mr[redacted] actually called
in on 5/26/15, confirming the phones do workIt is true that we did receive an
email from the [redacted] family on 2/13/asking to cancel their serviceThis
email however had no specific account information (for example a home address/ph#/order#)
and we could not connect the request to an accountThe emails included in that
request were [redacted].[redacted]@clarke.edu
and [redacted].[redacted]@clarke.edu
Unfortunately the name on the customers account is not [redacted] or [redacted]
[redacted] so as was stated, could not be connected to an accountWe
responded to that email that day stating -
Mr[redacted], We apologize
for any inconvenience you've experienced with our toll free phone numberNo
other customers have informed us of any issues calling in and we have continued
to receive calls dailyWe tested the lines upon receipt of your email and
found no issuesWe would be happy to call you to discuss your account, please
provide a contact phone number and customer service will follow up with you
shortly. VerAcademy
Administrator
We did not hear from the [redacted] family again
until 5/6/When we were able to find the account of course we stopped all
future billings immediatelyWe also conducted an Account Review (noted below)
and confirmed that it was Mr[redacted] that placed the order, not a student as
Mrs[redacted] had stated when we spoke to her on 5/6/Per the below account
review, despite confirmation that this order was placed by an adult and the
terms were explained at the time of order, we went against our policy and authorized
the [redacted] family to return their final shipment, billed 5/1/15, for a full
refund of $When Mr[redacted] called in on 5/26/we made a further
exception and processed that refund without asking for any items to be returned
It is not true that the [redacted] family was told
they had to receive a special number to stop future shipmentsIf that was
their understanding we apologize but again that is incorrectAll that is
needed is one request and that was done by the [redacted] family on 5/6/
As the [redacted] family acknowledges in their
complaint, they ordered in October of We respectfully disagree that for
them to expect to return the item in May of is a reasonable requestThe
fact is the [redacted] family ordered the products, were informed of the parameters
of the order, and di d not cancel their service until 5/6/We responded to
all contacts and requests from them and have gone against our Return
Policy (noted below) for this family
If there was an incorrect name on the outside
of the box when they received the return we apologize, that must have been a
data entry errorIf they find they are missing any items of course we will
replace those at no additional cost
We have refunded the [redacted] family
$but will not be processing any further refundsIf they were unhappy
with the initial phone call for any reason they simply needed to inform us
within their agreed upon trial periodIf they did not want the follow up shipments
we only needed one contact and we would have been happy to cancel their
serviceLike any business we have a return policy and like most ours is based
on timeWe have refunded the [redacted] family for days of shipments without product
return but no further credits will be authorizedIf they find they need any
free replacement disks sent to them customer service would be happy to assist
them at 1-800-304-
Sincerely,
[redacted]
[redacted]
Customer
Service Manager
VerAcademy
Software
Account Review
-
BOD Per cus[redacted]er
services request reviewed the [redacted]s accountReviewed the original sales call
to make sure the day trial and future shipments were made clear at the time
of order and to make sure it was an adult who orderedThe sales call was with
Mr[redacted], not the studentThe time period of days was stated repeatedly
Then in the sales call confirmation at minutes the sales person told Mr
[redacted] "your days begin when you receive the software, that way you have a
full days"Regarding the future billings at minutes Mr[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"Mr[redacted] had no issue with this and said "ok"
Information on the trial and future billings was in writing multiple times in
the first package as well in case there was any confusion, including a sticker
on the outside of the box with our 800# that reminded themThe first shipment
was delivered to the home in October of so the trial ended in December of
The first cancel contact was made on 5/6/so no refunds should be due
per the original recorded agreementPer todays email we researched all emails received
and found there was a cancellation request email received from
[redacted].[redacted]@clarke.edu and [redacted].[redacted]@clarke.edu on 2/13/but there was no
cus[redacted]er information included in this email that would allow us to connect the
cancel request to an accountThe VerACademy Administrator responded to that
email asking for the phone number connected to the account so that we could
take care of their cancellation requestThe [redacted]s did not respondWe also
researched all incoming calls our 800# per the cus[redacted]er stating we have been
hard to contactThis is unusual since we have not been busy in cus[redacted]er
serviceSearched all incoming calls from 4/1/to date and the only one with
the phone number was todays contact when cus[redacted]er service called Mrs
[redacted]Per the account review no refunds should be dueWe do not want to leave
our cus[redacted]er unhappy however so as a courtesy we will make an exception in our
policy and the [redacted]s are 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 $refund to be processed immediately plus send
three VerAcademy product links ($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
Cus[redacted]er
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 VerAcademy shipment
If 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 Cus[redacted]er Service
Department at (800) 304-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 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

5/28/
">Revdex.com
Viewridge Ave#
San
Diego, CA
Attn: [redacted]
RE:
Mr[redacted]
Complaint
# [redacted]
I am sorry Mr[redacted] has been
unhappy with his VerAcademy 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 saleMr[redacted] contacted us on 5/21/
and told us he was unhappy with the continuity shipments so we told him we
would review his account to see if there was anything we could do to help him
Per our return policy (copied below) our
follow up shipments are not supposed to be refundableThis is because we
inform our customers verbally and in writing that these shipments will be
coming after their day trial and that if they don't want these shipments we
just ask for one contact requesting a cancellation during their trialWe then
give the customer closer to days to call us, because we understand that families
are busyThe monthly shipments have the exact format of their first shipment
so the customer knows what they're getting, before they get it, how much it
will cost and when it will comeSince the customer has all required
information to make a decision prior to when we bill and ship we just as for
that call if they do not want these items
Below is a copy of the account review
conducted on Mr[redacted]s account on 5/21/15, the same day he informed us of
his frustrationThis recording confirms Mr[redacted] was told he would be sent
products after his trialWe have attempted to contact Mr[redacted] multiple
times to read him this review but have been unsuccessfulAs the below review
states, we are going against our policy and Mr[redacted] is authorized
to return his last shipment for a refundThis is being done as a courtesyOr
if he prefers he can get a partial discount and some free product linksMr[redacted]
can contact customer service at 1-800-[redacted] and let us know of his decision
No further credits will be authorized this
time but all VerAcademy products are refundable for up to two years after
purchase with our SAT/ACT guaranteeIf Mr[redacted] wants more information on
this guarantee customer service would be happy to give him details when he
calls
Sincerely,
[redacted]
[redacted]
Customer
Service Manager
VerAcademy
Software
Account
Review -
BOD per customer
services request the sales call was reviewedAt minutes into the
recording Mr[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 at the
discounted plus shipping and handling"Mr[redacted] had no issue with
thisInformation 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 5/21/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 Mr[redacted] is authorized to return the last shipment for a full
product refund of 49.95, basically honoring a day return policyOr if they
would prefer we will authorize a $refund to be processed immediately plus
send three VerAcademy product links ($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 VerAcademy shipment
If 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 (800) [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 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

800x
8/7/
Revdex.com
Viewridge Ave#
San
Diego, CA
","sans-serif">Attn: [redacted]
RE:
Mr[redacted]
Complaint
# [redacted]
We are sorry that the [redacted]
family has been unhappy with their VerAcademy 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 saleThe first
cancellation request was received by Mr[redacted] on 6/16/Since that date
there have been no charges from VerAcademyThe [redacted]s then contacted us again
on 7/15/and told us they were unhappy with the continuity shipments so we informed
them we would review their account to see if there was anything we could do to
help them
Per our return policy (copied below) our
follow up shipments are not supposed to be refundableThis is because we
inform our customers verbally and in writing that these shipments will be
coming after their day trial and that if they don't want these shipments we
just ask for one contact requesting a cancellation during their trialWe then
give the customer closer to days to call us, because we understand that
families are busyThe monthly shipments have the exact format of their first
shipment so the customer knows what they're getting, before they get it, how
much it will cost and when it will comeSince the customer has all required
information to make a decision prior to when we bill and ship we just as for
that call if they do not want these items
Below is a copy of the account
review conducted for the [redacted]s on 7/15/This recording confirms Mr[redacted]
was clearly informed he would be sent products after his trial if he did not
call to cancel this serviceOf course this information was stated multiple
times boldly in writing (even on the outside of their package, with our phone
number) in their first shipment as wellAlso as Mr[redacted] states himself
in his complaint, he received a product at his home in May without returning it
or informing us of any issue for over a monthDespite all of this we
authorized the return of their June order, as a courtesyWe called on 7/15/
to inform the [redacted]s they could return that product and spoke to Mr
[redacted] at the phone number [redacted]He refused to let the customer
service representative read our review to him and asked that we call his wife
at [redacted]We called Mrs[redacted] at that number and her line was busy so
were not able to contact her eitherWe have not heard from the [redacted]s
sinceAs the below review states, we are going against our policy and the
[redacted]s are authorized to return their last shipment for a refundThis is
being done as a courtesyOr if they prefer they can get a partial discount and
some free product linksThe [redacted]s can contact customer service at
1-800-[redacted] and let us know of their decision
No further credits will be authorized this
time but all VerAcademy products are refundable for up to two years after
purchase with our SAT/ACT guaranteeIf the [redacted]s wants more information
on this guarantee customer service would be happy to give them details when they
calls.
Sincerely,
[redacted]
Customer
Service Manager
VerAcademy
Software
Account
Review -
BOD per customer services request
the sales call was reviewedAt minutes Mr[redacted] was told "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"Then at minutes into the recording Mr[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 at the discounted plus shipping and handling"Mr
[redacted] had no issue with thisInformation 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 6/16/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 Mr[redacted] is authorized to return the
last shipment for a full product refund of 49.95, basically honoring a day
return policyOr if they would prefer we will authorize a $refund to be
processed immediately plus send three VerAcademy product links ($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 VerAcademy shipment
If 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 (800) [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 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

1/12/16
RE:
Mr. [redacted]
Complaint
# [redacted]
As was stated in Mrs.
[redacted]s Account Review, noted in our last complaint response, we researched
all incoming calls and messages, it is not that Mrs. [redacted] was not able
to get through prior to the end of her 12/23/15 extended evaluation date, it
was simply that she did not attempt to contact us. When she did attempt contact
it was on Christmas Eve, a company holiday, she left a message that morning. Of
course a message can be left at any time. There were no contact attempts
between our 11/30/15 conversation with Mrs. [redacted] and the 12/24/15
message she left.
Mrs. [redacted] could
have returned her order at any time during her trial for a full product refund.
It was her choice to evaluate the program and get the cost of shipping and handling
refunded as well. She passed the date that she agreed to. None of this represents
something our company did wrong. Despite that, we refunded Mrs. [redacted] $85
on 1/4/16. Unfortunately we will not be able to authorize any further refunds
for Mrs. [redacted].
Sincerely,
[redacted]
Customer
Service Manager
VerAcademy
Software

VerAcademy is a scheme.

WARNING: Do not purchase anything from this company. They offer a SATISFACTION GUARANTEE that can not be honored due to deceptive processes. I told them my daughter had not EVEN taken the SAT yet and they still told me that I should go ahead and purchase the software now. I don't have a BEFORE SAT score so now I can't be my refund.
WARNING - WARNING - WARNING

8/7/15
 
Revdex.com
4747
Viewridge Ave. #200
San
Diego, CA 92123
 
Attn: [redacted]
 
RE:
Mr. [redacted]
Complaint
# [redacted]
 
            We are sorry that the [redacted]
family has been unhappy with their VerAcademy 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. The first
cancellation request was received by Mr. [redacted] on 6/16/15. Since that date
there have been no charges from VerAcademy. The [redacted]s then contacted us again
on 7/15/15 and told us they were unhappy with the continuity shipments so we informed
them we would review their account to see if there was anything we could do to
help them.
Per our return policy (copied below) our
follow up shipments are not supposed to be refundable. This is because we
inform our customers verbally and in writing that these shipments will be
coming after their 30 day trial and that if they don’t want these shipments we
just ask for one contact requesting a cancellation during their trial. We then
give the customer closer to 40 days to call us, because we understand that
families are busy. The monthly shipments have the exact format of their first
shipment so the customer knows what they’re getting, before they get it, how
much it will cost and when it will come. Since the customer has all required
information to make a decision prior to when we bill and ship we just as for
that call if they do not want these items.
            Below is a copy of the account
review conducted for the [redacted]s on 7/15/15. This recording confirms Mr. [redacted]
was clearly informed he would be sent products after his trial if he did not
call to cancel this service. Of course this information was stated multiple
times boldly in writing (even on the outside of their package, with our phone
number) in their first shipment as well. Also as Mr. [redacted] states himself
in his complaint, he received a product at his home in May without returning it
or informing us of any issue for over a month. Despite all of this we
authorized the return of their June order, as a courtesy. We called on 7/15/15
to inform the [redacted]s they could return that product and spoke to Mr.
[redacted] at the phone number [redacted]. He refused to let the customer
service representative read our review to him and asked that we call his wife
at [redacted]. We called Mrs. [redacted] at that number and her line was busy so
were not able to contact her either. We have not heard from the [redacted]s
since. As the below review states, we are going against our normal policy and the
[redacted]s are authorized to return their last shipment for a refund. This is
being done as a courtesy. Or if they prefer they can get a partial discount and
some free product links. The [redacted]s can contact customer service at
1-800-[redacted] and let us know of their decision.
No further credits will be authorized this
time but all VerAcademy products are refundable for up to two years after
purchase with our SAT/ACT guarantee. If the [redacted]s wants more information
on this guarantee customer service would be happy to give them details when they
calls. 
 
Sincerely,
 
[redacted]
[redacted]
Customer
Service Manager
VerAcademy
Software
 
Account
Review -
BOD per customer services request
the sales call was reviewed. At 6.49 minutes Mr. [redacted] was told “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”. Then at 7.55 minutes into the recording Mr. [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 at the discounted 49.95 plus shipping and handling”. Mr.
[redacted] had no issue with this. 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 6/16/15 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 Mr. [redacted] is authorized to return the
last shipment for a full product refund of 49.95, basically honoring a 30 day
return policy. Or if they would prefer we will authorize a $30 refund to be
processed immediately plus send three VerAcademy product links ($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 VerAcademy 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 (800) [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 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.

I am very unhappy with the customer service of this company. I received a call at home one evening stating that my son had signed up to have this program sent. I was assured we had a 30 day time in which to return product. In talking with my son he did not request this product. The first time I called for return code-was told to set up tutoring with the company, etc. I told them I did not want to do this and she said an email would be sent out. The email I received did not have return directions only directions to set up tutoring and run the program to "give feedback". Today when I was home again during their working hours I called again for a return code and was told that the program would have to be activated or "it will cost 39 dollars (I forgot how much change) to send program back. I explained that we were not interested in this product and my son did no desire to activate or use this product, was using another source. Was then told "it would probably take less time to just do it and answer questions than what you held for this call and I have a 16 year old son and if it was my credit card I would make him do it." Talk about "hard selling". This is the same type of things told to me on both phone calls. When I asked who and how we had "signed up" she stated he probably checked a box when took the PSAT. Wow didn't know commercial businesses could solicit on PSAT - the kids have enough to think about taking the test I fell this is an opportunistic company with poor ethics!

5/6/15
 
Revdex.com
of San Diego
4747
Viewridge Ave Suite 200
San
Diego, CA 92123
(858)496-2131
 
Complaint
ID: [redacted]
Customer
name: [redacted]
 
            We apologize if Mrs. [redacted] has...

been
unhappy with her experience with VerAcademy, that certainly is not our
intention. We appreciate that Mrs. [redacted] is stating honestly that she did not
read the email sent to her (copied below) which clearly explained that her
evaluation date on the tutoring service was 3/26/15 and that if she did not
contact us by that date she would owe five payments of $89.99. In addition to
this being explained in writing in that email Mrs. [redacted] was informed verbally
that these payments would process if she did not cancel the service when she
initiated our tutoring program on 2/19/15. Mrs. [redacted] states that her 16 year
old son did not call to cancel as he should have, but in actuality the
agreement is always made with the parent so it would be up to the parent to
call customer service, of course we would not expect the student to take that responsibly.
This is why the tutoring trial date and payment information must be given to
the parent directly.
In response to Mrs. [redacted] stating that it is
complicated to cancel our service, it is not our intention to make the
cancellation complicated, it is only a simple phone call that is needed. Mrs.
[redacted] states that when she called to cancel she was told it was too late. That
is correct, since that cancellation request came after the agreed upon date of
3/26/15.
            In regards to Mrs. [redacted]s statement
that we expected her to pay even if the student wasn’t using our service, the
agreement was based on a date, not usage. None the less, our tutor has noted
many contacts and contact attempts with the [redacted] family, including grading a
practice test on 3/11/15.
The fact is Mrs. [redacted] agreed to contact us by
a date if she did not want our service and she did not do that. Per the
original agreement she should have owed all five payments of $89.99 since this
cancellation did not happen. As a courtesy we offered her a cancellation fee of
$100. She was still upset so on 4/28/15 at 3.11 PM we left a message for Mrs.
[redacted] that we would waive that fee and there would be no additional billings
from our company. Per her complaint is seems that she is under the impression
this cancellation fee was billed, but it has not been nor will it be.
            In response to Mrs. [redacted]s request
that we reverse the $89.99 payment processed on 3/27/15, we will not be able to
process that refund. Mrs. [redacted] agreed to an evaluation date and passed it, it
was her responsibility to inform us of her cancellation request, not her
students. She should owe an additional $359.96 but she will not be billed that
amount nor will she be sent to collections. No refunds are due however.
            Again we are sorry that Mrs. [redacted] is
unhappy with our company but we respectfully disagree that we did anything wrong.
We offered a service which Mrs. [redacted] accepted. Our tutoring department has
either contact or contact attempts noted on 2/24/15, 3/2/15, 3/9/15 (twice),
3/11/15, 3/18/15 and 3/24/15. We did hold up our part of the agreement. Our
tutors do a great job and the students are usually very happy with the service.
If they are not happy they simply contact customer service and cancel the
service.
            We appreciate the opportunity to
present our side of this unfortunate situation. As was previously stated, Mrs.
[redacted] does not have to worry about the $100 cancellation fee, that has been
waived.
Sincerely,
 
[redacted]
Customer
Service Manager
VerAcademy
Software
 
 
EMAIL SENT TO MRS. [redacted] ON 2/19/15 -
From:
Customer Service
Sent: Thursday, February 19, 2015 11:08 AM
To: '[redacted].[redacted]@aig.com'
Subject: Welcome to VerAcademy Tutoring! The attached practice test must
be completed for the tutors to be of assistance, please have this done as soon
as possible
 
Re: ID [redacted]
 
[redacted] family,
 
   
Thank you for your interest in our tutoring services,
we are confident the student will find our help beneficial. Please have the
student complete the attached practice test as soon as possible. Once the
student is done taking this practice test return the answer sheet (and in the
case of the SAT the essay as well) to our tutoring department. You can do this
by scanning and emailing that information to our tutors at [redacted]@[redacted].com. Our tutors will
customize a preparation plan based on the results of the practice test and focus
on the areas where the student needs the most help.
    All
of our VerAcademy Pro customers have access to two half hour tutoring sessions
a week at no charge during the 30 day trial period. If you decide to continue
with our tutoring service after the trial, you will receive another three
months of tutoring, continuing with the two half hour sessions a week. In
addition to their structured one-on-one sessions, the student will have access
to various tests, assignments, and homework. A tutor
will be contacting you soon to set up your first appointment. If you ever
want to contact the tutoring department you can do so by leaving a message at
1-[redacted] or by email at [redacted]@[redacted].com. .
    Our tutoring program comes with a money back
guarantee to increase the ACT score by a minimum of 6 points and the SAT by a minimum of 300 points. You will find
more information on this guarantee noted below.
    The
last day on the evaluation for your tutoring service has been noted as 3/26/15. This means you would need to contact customer service by
4 PM Pacific Standard Time on that date if you wanted to cancel this service.
If you want to make any changes to your tutoring
package please leave a message at 1-800-304-2656 or email us at [email protected]. Your five monthly payments of $89.99 start
after your trial has expired and your tutoring service will continue for an
additional three months after your trial has expired. In the meantime enjoy the
tutoring!
 
VerAcademy Customer
Service
 
VerAcademy Tutoring Guarantee
 
VerAcademy  Pro
is the most effective learning system for increasing the SAT and ACT scores.
Our Managed Learning course enhances academic aptitude, reading, comprehension,
critical thinking and problem solving skills. Uniquely based on over 70 years
of scientific research done at the [redacted],
VerAcademy  Pro is guaranteed to:
 
VerAcademy Pro
Guarantee:
After a minimum of 20 hours use on any one or more VerAcademy Volumes A through
J and completion of a minimum of three practice tests with tutor follow-up on
these three tests your score on the SAT will increase at least 300 points (when
your original aggregate score is between 700 and 2000 points). Your ACT score
will increase 6 points (when your original score is between 13 and 28 points).
If not VerAcademy will refund you for all tutoring payments.
 
To receive a refund,
VerAcademy must receive:
 
·        
A
copy of initial SAT/ACT scores (prior to using the VerAcademy program)
·        
A
copy of the second SAT/ACT score showing failure to meet the guaranteed
increase
·        
VerAcademy
user progress report, which shows the VerAcademy program was used the 20 hour
minimum
·        
Dates
of submission of your three practice tests to the tutors
·        
Confirmation
from our tutoring department that three complete practice tests were reviewed
with the student

1/12/
RE:
Mr[redacted]
Complaint
# [redacted]
As was stated in Mrs
[redacted]s Account Review, noted in our last complaint response, we researched
all incoming calls and messages, it is not that Mrs[redacted] was not able
to get through prior to the end of her 12/23/extended evaluation date, it
was simply that she did not attempt to contact usWhen she did attempt contact
it was on Christmas Eve, a company holiday, she left a message that morningOf
course a message can be left at any timeThere were no contact attempts
between our 11/30/conversation with Mrs[redacted] and the 12/24/
message she left
Mrs[redacted] could
have returned her order at any time during her trial for a full product refund
It was her choice to evaluate the program and get the cost of shipping and handling
refunded as wellShe passed the date that she agreed toNone of this represents
something our company did wrongDespite that, we refunded Mrs[redacted] $
on 1/4/Unfortunately we will not be able to authorize any further refunds
for Mrs[redacted]
Sincerely,
[redacted]
Customer
Service Manager
VerAcademy
Software

1/6/
RE:
Mr[redacted]
Complaint
# [redacted]
I am sorry to hear
that Mrs[redacted] is unhappy with the outcome of her VerAcademy orderShe
had previously called in about this same subject and a thorough account review
was conducted
per her requestThe results of that review were added on her
account on 1/4/A copy of that response is noted below
Our
customers can return their products at any time during their trial, and as a
business we of course prefer that someone in the household uses the items they
orderedAs a way of motivating people to use the product we offer to refund
not only the cost of the product, but the cost of the shipping they paid to get
the product to their home as well, if they give us product feedbackGiving us
product feedback is always presented as an option, not a requirementOur hope
is that when customers are able to see the product and all it offers they will
decide they want to keep it, but in case they do not want to keep it we always
give specific evaluation dates so everyone is on the same page as to when the
trial is overWhen Mrs[redacted] called on 11/30/during her trial she
stated that she wanted to take advantage of our offer and get a full refund
including the cost of shipping if she returned her products and agreed to give
us feedbackShe also agreed to specific evaluation date of 12/23/The next
contact we had from Mrs[redacted] was 12/24/15, after her trial expired, so
her products were no longer refundableThe Account Review noted below will
give further details
It's
unclear why Mrs[redacted] feels she should be able to return the product
when she passed the time period she'd agreed toLike any business we have a
return policy here, which we believe we have the right to upholdThe extra
evaluation time was only an offer which Mrs[redacted] could have accepted or
declinedDespite her passing her trial period we gave Mrs[redacted] a courtesy
$refund, in an effort to meet her half way
We appreciate the opportunity to present our
side of this situationWe do believe that this customer has made an honest
mistake, and as tempting as it may be to make an exception in every case where
a customer has retained merchandise past the agreed upon evaluation period we
must hold to our return policy when no extenuating circumstance is present
Sincerely,
[redacted]
Customer
Service Manager
VerAcademy
Software
Account Review -
BOD Per customer service request
reviewed this accountMrs[redacted] is asking for authorization to return
the first shipment despite being past the agreed upon evaluation datePer the recorded
customer service call on 11/30/Mrs[redacted] agreed to the specific
evaluation date of 12/23/Per Mrs[redacted]s 12/message left at
am we have already researched all incoming calls and messages from both
[redacted] and , there were no contacts or messages left between
11/30/and 12/23/We have been open every business day until PM PST
since the last contact and unfortunately they passed the date that was agreed
toWe are like any other business in that we have a return policy we must
comply with and like most businesses our policy is based on timePer the
account review no refunds should be dueWe do not want to leave our customer
unhappy however so as a courtesy we will meet them half wayMrs[redacted] is
authorized to receive a 50% discount ($85) to be processed to their account
immediately and of course they can keep all of the productsOr if they would
prefer they can be given a 30% discount ($56) and sent three free VerAcademy
product links of their choiceThey are still qualified to take advantage of
our sat/act guarantee for a full product refund

Revdex.com:
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
This is in response
to VerAcademy's ridiculous reply. Their
entire response to our initial complaint is contradictory, and they have convoluted
the entire situation. VerAcademy made
the first initial telephone call to us regarding the disk set for $192.80, I
told them I will give them a call after discussing it with my wifeI called
them back and spoke with Benjamin to order the disk set NOTHING ELSE
We were not informed
that we were subject to automatic shipments and billing. If somehow we were informed verbally, then it
must have been "slipped" in during a fast talking informative overload sales
speech; and I certainly never agreed to or acknowledge it. We were not informed in writing or
signed any documents at any time
I acknowledge there
was a delay in informing VerAcademy regarding the first unauthorized shipment
in May. This was due to a two week
vacation, thus we were unaware of any shipments. Almost immediately after returning home,
another unauthorized shipment arrived (on or about June 7th). The prior shipment still remains unopened. After the second unauthorized shipment I
called VerAcademy to discuss how and why we are receiving the supplemental disk
and ask how to return. At this point
they stated that they will not take them back
VerAcademy stated
that they called us on July 15, to inform us we could return the June
order. This never happened! It makes no sense that I would refuse this
offer to return. VerAcademy also stated
that I directed them to call my wife at [redacted]. Interesting, because that number is
identified as an out-going company telephone number; a number I wouldn't use
nor give out. VerAcademy obviously recorded
this number on "caller ID" from a previous call my wife made to them (same
date) as a last attempt for them to rectify the situation before complaining to
the Revdex.com, which they refusedVerAcademy is caught in another lie
What this
entire complaint is all about is their ambiguous misleading business
practices. Unbeknownst to me, if I did
my research about previous complaints from other consumers similar to ours to
the Revdex.com this would've influence our decision to order from them in the first
place
If VerAcademy
truly wants to resolve this situation; we'd welcome them to provide us with
turn authorization information. A full
refund of the two unauthorized parcels of $x for a total of $is
expected. We are not interested in any
other service they offer in lieu of a refund
Please review
their "account review" section.
Note: VerAcademy is still trying
to sell us stuff!
Please review
VerAcademy's first response to the Revdex.com.
Paragraph 3: Nothing was stated "multiple
times boldly in writing". Furthermore;
there is NO information on the outside of the package regarding how to return
the parcels. I have examined both
unopened packages
I also call
into question their repeated references to recorded phone calls
Regards,
[redacted]

As of Friday, I have been refunded the full amount! Thank you very much with your help in resolving this matter. I do not think it would have been resolved otherwise. Sincerely,  [redacted]

Revdex.com:
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.de details of why you are not satisfied with this resolution. Please respond in this space ONLY]
As previously stated, my chief complaint is that when I made contact within the trial period I was told I could not get a refund without first trying the product.  An extended date was given which I was told was the only way to get my refund.  Conveniently for them I was unable to get through to cancel until 24 hours after their said extension.
Chief complaint is I should have received guaranteed full refund on the very first phone contact.
Regards,
[redacted]