Complaint Review: MGR Solutions

I applied with MGR Solutions in October 2006 for a start-up business grant. Wendy told me that I would receive my package in two weeks. I called and emailed on Wednesday that I wanted to cancel because I had death in my family and needed the money and time necessary to help manage through this trying time. I called Wednesday and spoke with Ben Miller, who at first, stated that a refund would be no problem but then went on and on about if the package was sent, I couldn't receive it. 4.2 of the contract says (paraphrasing) that a customer can cancel and request a refund prior to the "program" being sent/received. I had not received it, so I asked for a refund. Ben tells me that in fact, my package was sent by the USPS on Tuesday, the day before, but he did not have the tracking number. He began to get a little rude and abrupt when I questioned him more about the contract and told me to talk with the manager Robert "Charles" Freeman. The manager did not call me back, so I called again and spoke with a much nicer female who said she would leave the msg as well. Around 7:30pm last night, I called again and Ben was VERY rude and yelled at me to wait until the manager called me. I told him that he was not adhering to the principles outlined on the website about customer satisfaction and respect and he told me bye and hung up.

I called again today to speak w/ Mr. Freeman. Another female indicated that he was still in meetings and would definitely call me. He (I think) called me about 30 mins later and wanted to know why I wanted a refund and I explained very cordially. He started interjecting stating that based on the contract that I signed, I wasn't entitled to a refund because the package was sent. I told him that the contract also states that I am entitled if I had not received it. He said that's not what it means. The "slash" separating the two words "sent/received", meant or... still, that leaves an option! I was still in fact following the restraints of the contract. After several interruptions and rude comments from him, I told him I would have a lawyer contact him regarding my rights and pursue the case (which I am doing), he gave me a tracking number from USPS. When I went up to the post office w/ the number, they told me that they initiated an electronic request that the package WOULD be coming to them to be mailed and that the package was NOT sent out yet!!!!

Please don't be a fool like I was and depend on these guys for help. They take advantage of you and are very cruel. Their customer service skills are severely substandard and their willingness to help is limited!!!

I will update once I hear what my rights are from my lawyer.

Shalonda
Winter Park, Florida
U.S.A.