Vertualize Inc

To [redacted] or [redacted],  and to [redacted],
14px; font-family: Helvetica, Arial, sans-serif;">We have written evidence that we had agreed with the customer to do work on a copy of the site, which the customer had access to view, and then to replace the original with the updated copy. Despite our plan of putting a huge investment of hours into fixing the technology debt on the customer's development site, before we could continue with the agreed upon tasks, the customer required that we create a long-term written roadmap and answer several questions unrelated inquiries, the customer got cold feet and asked to stop work just shy of implementation of carefully planned work, and requested a refund, however the maintenance allowance had already been delivered.We asked for double confirmation because the cessation of work meant for us that our investment of time would never be profitable us, and it would mean for the customer that their investment of money would be for nothing because we would essentially have to throw all of our work away. This is a loss to us because a customer who begins with serious out-of-date problems will need us to spend an inordinate amount of time auditing and updating in the first few months; this customer would have become profitable to maintain after perhaps a six month period. Any cancellation before then is a net loss to us. The customer would lose all of their investment because without the customer paying us, we would be unable to replace the original with the updated copy for free; we also could not afford to continue to host the copy of the site on our servers for free. Thus, by having us cease to host the mostly-updated copy, the customer was asking us to delete all work that we had done for her so far.We regret that this person felt the need to waste both of our time and money.

Review: I contracted with Vertualize.com to update Joomla on my websites. I paid $149 upfront for monthly service to include weekly Joomla core updates. Toward the end of that month I was told it would take longer and I would require additional services. I was charged $298 for another month of "double" service and had requested a quote for the entire service they said I needed. A couple of days later I received a very confusing group of quotes and after additional correspondence told the folks at Vertualize that I did not want to move forward with any services from them. I had not received any changes to my websites, but suggested a partial refund of $200 to settle the matter. They refused to refund my money and told me they had put 22 hours of time on the project, but I would need to pay more to have "visible" changes made to the sites. I told them I did not want them to do any more work on the sites.I received another email telling me I needed to "double confirm" my cancellation. Which I did on October 30th. Today I received an invoice from them which I disputed and was again told I needed to confirm my cancellation or my credit card would be charged another $298. I did confirm again. I have received no value for the money I have paid out and am very alarmed that they threaten to continue to charge my card. I would be satisfied with $200 settlement that I previously suggested if the issue can be settled.Desired Settlement: I would be satisfied with the $200 partial refund I previously requested.

Business

Response:

To [redacted] or [redacted], and to [redacted],