Complaint Review: The Folder Advantage

This goes to show that you cant make EVERYONE happy 100 % of the time.Im the owner of The Folder Advantage and Ive been in business for more than 2 years, I encourage EVERYONE to read this rebuttal in its entirety.We provide presentation folders to real estate companies across the United States.This is the first time that Ive dealt with another business owner that seriously wanted something for free.Obviously she expected something for nothing and even after refunding Morse Family Daycare, this owner set out to sabotage my company.This rebuttal is to set the record straightHopefully NO ONE makes their decision based off of something a Stay at Home mom with an in home daycare (www.morsefamilydaycare.com) has decided to post about us.

Each thing that this customer has falsified or exaggerated will be addressed individually.

I talked down the price and was told it would be a $400 ad for $200.: Just to clarify the price is set and there are no negotiations. Our prices are standard $399 for a 4x2 spot.We do however have other sizes for different prices.With every project there are only two 4x1 spots for $199.50.We do allow customers the option to pay half to lock in the spot, which is $199.50, and then we can start on their artwork and invoice them approximately 30-45 days down the road.With every project there are only two 4x1 spots for $199.50.When we offered Morse Family Daycare the option to break the price in half we were informed that she could only afford $199.50 so she was given the last 4x1 spot we had available.There are NEVER any negotiations.

I paid in August 2010, they were to run the ad in October, 2010. After never receiving a hard copy in the mail as promised, I started calling and emailing in Oct. and on into Nov.: Morse Family Daycare reserved on August 27, 2010 The print dates are always given a projected date as there is a print production line we must go by.There was an over abundance of folder requests in the months of July & August so the production line was longer than normal.As always, every customer who pays for a full years distribution receives one full year.The year always begins when the real estate office receives their folders.As always, anyone who calls or emails our office is always assisted by myself or one of our rep.s.Communication is our number one policy and we have numerous repeat/satisfied real estate offices as well as customers that can be provided upon request.

Finally on Dec. 14th, after sending an email threatening a lawyer, they called me immediately and told me they did leave a voice mail message earlier in Dec. Interesting, they had my emergency land line # and it has neither voice mail or an answering.: Being a business owner and making the decision to have neither a voice mail or answering machine is interestingespecially having an in home daycare.Nonetheless, I have phone records to prove that the phone calls were made and I encourage anyone who is interested in seeing that proof to contact me and I will provide the records.

After threatening to pull my add because I accused them of lying I decided to ask for a refund.: The decision to pull the ad was based off of foul language & poor communication and disrespect.The way our rep. was being treated concerned us on how the potential customers would be treated.The refund was offered and given before there was ever a request.

I was told they are way behind because their "art" lady's mother died.:Our art directors mother passed away on December 3, 2010 (Charlotte Walton).Upon finding out her mother was ill she left for Gastonia, NC to be at her mothers bedside.It took our art director more than a month from the time she left to take care of her terminally ill mother, coordinate funeral arrangements and tie up her mothers estate, which was all unexpected.Prior to her leaving there were no plans set in place because we all were expecting her to make a full recovery.Unfortunately the situation didnt go in that direction and our art department was put on hold for longer than expected.Being a business owner I have learned a lot from this situation.We have revamped our art department and have put procedures in place to avoid delays in the future.

I was then told I would receive my refund, minus $50, on Dec. 15th. I waited until Dec. 17th for the refund, then contacted my attorney. I sent them an email telling them that. About 30 minutes later I received a $149 refund.: When agreeing that this customer should be given a refund and pulled from the folders a refund was issued along with a copy of the artwork.This customer had nothing as far as art work goes and as agreed to, our art department created a quality, professional proof.Although their company wouldnt be featured, there were expenses to produce the artwork that she is currently using to benefit her company which she expected to get for free.We give very few refunds as we dont have unhappy customers - In all agreements provided to all customers who reserve, it states that after an art proof has been provided & approved, there is a $50 fee.After explaining in detail about the fee this customer stated she understood, agreed and stated I absolutely love the job your art department did and I will definitely use the art work and our company agreed to send a hard copy of the proof.We have an extraordinary amount of reservations daily and to contest a refund for such a minimal amount wouldnt make sense and definitely wouldnt be something going to court over.Believing that the mailman delivered her refund 30 minutes after she contacted her attorney is simply ridiculous.

They are likely to be out of business by January.:This is January 24, 2011 and were still in business.Weve gotten folder requests from 8 other real estate offices this month and have printed 14 projects this month.A business that is Going out of Business doesnt do so when business is thriving.This is a very uneducated statement.

Their website has changed drastically since August.:Most business owners will agree that a part of the growing process is updating and improving your website to keep your customers up to date.Another uneducated statement as well.

Although they do have a B- from the BBB, the company is going down. They are definately not producing the service they offer and charge for and they don't give full refunds, even though it's all their fault. :Were satisfied with our BBB rating (with NO Complaints in 3 years) and we have no intentions of going down OR out of business.As stated above - In all agreements provided to all customers who reserve, it states that after an art proof has been provided & approved there is a $50 fee.We make every effort to ensure the real estate offices clients are treated with quality customer service.Based off of this customers unacceptable conduct it resulted in removing them from the folders.

As business owners its unfortunate that we encounter customers such as this.Nothing she has said shows proof she has been Ripped Off.Ripoff Report is suppose to beused for customers who have actually been taken for money, not for people who expected something for nothing.Using this site in this manner is very damaging as Ripoffreport.com does not investigate truthiness or legitimacy nor do the remove illegitimate complaints. There is an option of arbitration with a fee of $2000 for them to look into any allegations and decide the legitimacy.Thank you for your time and as always, feel free to call our office any time with questions or concerns.