Womb with A View

-------- Forwarded message ----------From: Date: Tue, Apr 5, at 12:PMSubject: Complaint #***To: ***@myRevdex.com.orgCc: ***@***.comDear *** ***,Please find attached our letter response to Complaint ID #***, *** ***
Also attached, is the copy of the cashed partial refund check that was issued to *** *** I have also attached two of the best images that we obtained, so that these images might be included in our dispute file These images clearly show that *** ***'s baby was hiding behind the placenta We are rarely able to change a baby's position.If you have any other questions or concerns, please do not hesitate to contact our office.Thank you,Susan S*Womb With A ViewDirector of OperationsDear *** ***,We have received your letter dated 3/23/Let me first state that this matter has been settled, with the Customer's acceptance of settlement, on 4/01/She verbally stated her approval of my solution during our 4/01/phone conversationFor the record, I will address the customer's stated issues, in the complaint, in order of her statementThe Intake Form (which contains her signature) can be made available upon requestTravel distance: This should not figure into any dispute since it is the customer's responsibility for travel and decisions regarding choice of retail businessThe choice to travel was freely hersShe States "No images were obtained for reasons unknown"This is not trueOn March 5, ouremployee obtained a total of nine images and one AV fileThe nine images consisted of a heart rate, a gender confirmation, six good quality HD images showing the baby's eyes/nose/mouth and one 3D image of fair quality (showing an arm with the face behind it)My technician told *** *** that the baby was uncooperative and a free recheck would be needed*** *** did understand this before she left our office that dayThe signed WWAV Intake form, under the NO REFUND POLICY, states that "On occasion, the baby(ies) may be in a poor position for optimal viewing or obtaining pictures(*** ***) understand that if this is the case, at the discretion of the WWAV technician and/or owner may be offered a free return visit;"*** *** initialed this statement which shows that she read it and was in agreement with the statement*** *** states that she returned on March 12th and "no pictures were obtained": This is not trueOn 3/12/16, *** ***'s baby was again hiding behind the placenta and not moving out of it but we did obtain one 2D AV file showing beautiful head and mouth movement and four images consisting of One 2D B/W heart rate and three HD pictures (showing visible eyes, nose and mouth with placenta around the face)The cost of *** ***'s package was $plus $for HD imaging plus tax resulting in a total of $which she did pay in cashDue to the fact that she was scheduling rechecks, we did not send any of the product with her on either dayAs of the date of *** ***'s complaint, she had indicated that she would return for a second recheck (third visit total)It is the policy of Our company to put all images obtained during multiple visits on one CD, which is why she did not receive any product on the days that she was in our office*** *** states: "I very nicely calledwas given a big ran around with stories about the tech being out sick." Obviously, *** *** was in contact with a WWAV employee since she knew that we were sickOur business is a very small business run by a husband and wife team with two part-time employeesDuring this situation, the wife had documented pneumonia and the husband had documented stomach flu which kept both of them from returning callsSince refunds are handled on a management level, this matter could not be reviewed until the wife (who is the Director of Operations and Head Technician) could return to the office and review the images*** *** states "And now my follphone calls and emails are being ignored"Not trueWereceived one email, not multiple emails and some of her calls were returned but late due to our illness*** *** states "had us come out during my third trimester"All of our 3D or HD images should be obtained during the late second or early third trimester*** *** first came to us when she was weeks and daysHer second visit was at weeks and six dayWe can obtain 3D/HD imaging from weeks through weeksThis is why we suggested another recheck which she to*** *** states in her Desired Outcome/Settlement that she "would have possibly been willing tovisit one final time"This is interesting since *** *** had already scheduled that second recheck which would have been the final visitOn 4/01/16, *** *** called our office to cancel her recheck and I personally spoke with herShestated that is was too far to travel for a baby that was not cooperatingShe stated she wanted a full refundI discussed with her our standpoint that we had already spent two appointments trying to obtain a reasonable amount of images and that our technician's time was already paid, which meant we would not offer a full refundI offered to mail to her the CD (of all the images), the DVD (of the sessions), two 8x10's of the best images and six 3x5's of the other images obtained along with a refund check of $I stated that the $was half of her charge, but that is actually untrueThe state gets 6% of the initial charge which was $9.60, and that is non-refundable since it is almost impossible to receive it back from the stateSo, if you take the $from initial charge of $169.60, then the $refund would have been more than half of her $charge before taxes (an actual 53% of the initial package price)The portion that we are allowed to keep is only $(which is the other half, $84.80, minus the taxes sent to the stateHence, our portion to keep was 47%)verified *** ***'s address and after our conversation on that day, I mailed the printed images, CD, DVD, Refund check of $and a pink headband that we sell at our office for $The headband was sent as a gift for her understanding, apparently not deserved*** *** cashed the check and a copy is enclosedLast, I would like to add that *** *** signed and initialed that she read and understood it our Intake formspecifically, the NO REFUND POLICY and the Waiver and Release of Claims sectionsThe NO REFUND POLICY, which *** *** initialed, states: “ understand that WWAV has a NO REFUND POLICYOn occasion, the baby(ies) may be in a poor position for viewing or obtaining picturesunderstand that if this is the case, at the discretion of the WWAV technician and/or Owner may be offered one free return visit; however, if at the free return visit, the baby(ies) is/are still in poor position(s), I will not be refunded any monies and I understand that I have had quality time with my baby(ies) in the womb." We believe and stand on the fact that WWAV has gone above and beyond our own guidelines by not only having two visits and scheduling a third visit, but in also sending the product with a partial refund along with a giftWe believe that WWAV has delivered more product and time with the baby than the charge that we have ended up receiving and keepingWe believe that *** ***'s complaint is unfounded and unreasonable.If you have any other concerns or questions, please do not hesitate to contact me.Sincerely,Susan S., Owner/Operator and Director of Operations