ComplaintsforValidential

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Valid concern and disregarded . I contacted the business by phone and got no response and about an hour I received a text message in regards to services and then an email. They requested me to send my documents with all my personal information and when I asked them to have an actual person contact me or if I can drop of to their office they then sent me an email stating that they will refuse my request for service. My concern was valid due to multiple scam emails sent to different people and I want to make sure that I will pay the invoice to a legit business. Instead of explaining this to me and consider my request they refused it and stated that I am not a good fit when all I asked was to speak to a live person and when they told me that everything is done through email I then replied to send me the invoice but then they sent another email stating that they will not do the service I requested after I already submitted them my personal documents. This is unacceptable.

  

  Business response

  12/07/2023

  This person was never our client. We refused service to her because she was difficult and accusative from the outset, and we knew she was going to be a problem for our staff. This BBB 'complaint' further validates our refusal to serve this person. 

  We received a brief sales enquiry and provided a quote to this person, but she then immediately started accusing us of being a scam, wanted us to call her, and wanted to visit our offices in person to check us out for herself. I replied as follows: "Please note that all services are provided online and we do not accept walk-in clients. If you’re not comfortable with our stellar BBB and Google ratings, and over 2,000 ratings over the past eight years, we suggest you may prefer to work with a different agency."
  

  She then rudely commanded that we invoice her, so I followed up with this message: "Thanks for contacting us. We’re sorry, but we don’t think this will be a good fit. We wish you the best in your evaluation process with a different agency."

  Customer response

  12/07/2023

  my response on the email was not an accusation. I responded to the email saying “is there any way to speak to a live person to make sure this is not a scam” that comment is a valid comment especially if an email was received from a business that is close for the day and from a business who on the phone answering service said the business was close for the day. This was a legit concern especially as I was told an invoice will then be sent to me and I will make a payment without having to speak to anyone at all or not even done on a company website rather in an email.  When I was told that transaction was done through email I then respond “send me an invoice” which is also not a commanding statement. It is simply letting them know to go ahead and send me the invoice so I can proceed. I was never a customer but I am still a human asking for assistance with legitimate concerns 

  

  Business response

  12/07/2023

  After requesting the invoice, the person emailed us again - four minutes later - to advise that she was still waiting on the invoice. We reserve the right to refuse service for any reason, and based on the totality of our interaction with the person, I determined at that time that this was not a good fit and advised client accordingly. Our communications to this person have been respectful at all times, and we have requested that she use a different agency for her academic evaluation needs.

  Customer response

  12/08/2023

  Business has the right to refuse service to a legitimate customer who does not deserve service and that does not include me when my concerns was valid

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩