Valerie
West Monroe,#2Author of original report
Tue, May 29, 2007
So, I filed a complaint with the Better Business Bureau about this issue. I received a response from the BBB with this letter enclosed from Theodore Long III, President of Divorce Source, Inc. First off we are not a scam. We have been in business for over 11 years with thousands of satisfied customers. All personal information is secure and protected by state of the art technology through Verisign. For all refunds outside of our standard policy, a written request by mail is required and reviewed on a case-by-case basis. Any technical issues, as far as problems completing the documents, downloading or printing them, can be handled by our technical support department. This customer seems to have had the initiative to get a refund rather than receive support using the service, which is why our customer service representative explained that a written request must be mailed. At this point, we have not had any further contact with this customer to resolve the issue. Pffffft. I don't entirely understand how the technical support department could have handled anything since 1. the customer service representative told me that everyone in the company was on vacation except for him 2. he told me that there was no one I could talk to except for him anyway and 3. he hung up on me, thereby circumventing that whole transferring me to another department thing. Im especially amused about how they have had no further contact with me; I guess four phone calls dont count as contact. The letter from the BBB also states that if you remain more dissatisfied than satisfied, please write to us within 10 working days and provide a brief and specific explanation as to why the matter is unresolved. With this, we may be able to contact the firm again and request further consideration. We will then let you know of the firm's final position and update the file accordingly. If we do not receive your reply, we will assume that you are more satisfied than not, and we will close out the matter. So I guess that means Ill have to write a rebuttal letter to the BBB. *sigh*
Valerie
West Monroe,#3Author of original report
Tue, May 29, 2007
So, I filed a complaint with the Better Business Bureau about this issue. I received a response from the BBB with this letter enclosed from Theodore Long III, President of Divorce Source, Inc. First off we are not a scam. We have been in business for over 11 years with thousands of satisfied customers. All personal information is secure and protected by state of the art technology through Verisign. For all refunds outside of our standard policy, a written request by mail is required and reviewed on a case-by-case basis. Any technical issues, as far as problems completing the documents, downloading or printing them, can be handled by our technical support department. This customer seems to have had the initiative to get a refund rather than receive support using the service, which is why our customer service representative explained that a written request must be mailed. At this point, we have not had any further contact with this customer to resolve the issue. Pffffft. I don't entirely understand how the technical support department could have handled anything since 1. the customer service representative told me that everyone in the company was on vacation except for him 2. he told me that there was no one I could talk to except for him anyway and 3. he hung up on me, thereby circumventing that whole transferring me to another department thing. Im especially amused about how they have had no further contact with me; I guess four phone calls dont count as contact. The letter from the BBB also states that if you remain more dissatisfied than satisfied, please write to us within 10 working days and provide a brief and specific explanation as to why the matter is unresolved. With this, we may be able to contact the firm again and request further consideration. We will then let you know of the firm's final position and update the file accordingly. If we do not receive your reply, we will assume that you are more satisfied than not, and we will close out the matter. So I guess that means Ill have to write a rebuttal letter to the BBB. *sigh*
Valerie
West Monroe,#4Author of original report
Tue, May 29, 2007
So, I filed a complaint with the Better Business Bureau about this issue. I received a response from the BBB with this letter enclosed from Theodore Long III, President of Divorce Source, Inc. First off we are not a scam. We have been in business for over 11 years with thousands of satisfied customers. All personal information is secure and protected by state of the art technology through Verisign. For all refunds outside of our standard policy, a written request by mail is required and reviewed on a case-by-case basis. Any technical issues, as far as problems completing the documents, downloading or printing them, can be handled by our technical support department. This customer seems to have had the initiative to get a refund rather than receive support using the service, which is why our customer service representative explained that a written request must be mailed. At this point, we have not had any further contact with this customer to resolve the issue. Pffffft. I don't entirely understand how the technical support department could have handled anything since 1. the customer service representative told me that everyone in the company was on vacation except for him 2. he told me that there was no one I could talk to except for him anyway and 3. he hung up on me, thereby circumventing that whole transferring me to another department thing. Im especially amused about how they have had no further contact with me; I guess four phone calls dont count as contact. The letter from the BBB also states that if you remain more dissatisfied than satisfied, please write to us within 10 working days and provide a brief and specific explanation as to why the matter is unresolved. With this, we may be able to contact the firm again and request further consideration. We will then let you know of the firm's final position and update the file accordingly. If we do not receive your reply, we will assume that you are more satisfied than not, and we will close out the matter. So I guess that means Ill have to write a rebuttal letter to the BBB. *sigh*
Valerie
West Monroe,#5Author of original report
Tue, May 29, 2007
So, I filed a complaint with the Better Business Bureau about this issue. I received a response from the BBB with this letter enclosed from Theodore Long III, President of Divorce Source, Inc. First off we are not a scam. We have been in business for over 11 years with thousands of satisfied customers. All personal information is secure and protected by state of the art technology through Verisign. For all refunds outside of our standard policy, a written request by mail is required and reviewed on a case-by-case basis. Any technical issues, as far as problems completing the documents, downloading or printing them, can be handled by our technical support department. This customer seems to have had the initiative to get a refund rather than receive support using the service, which is why our customer service representative explained that a written request must be mailed. At this point, we have not had any further contact with this customer to resolve the issue. Pffffft. I don't entirely understand how the technical support department could have handled anything since 1. the customer service representative told me that everyone in the company was on vacation except for him 2. he told me that there was no one I could talk to except for him anyway and 3. he hung up on me, thereby circumventing that whole transferring me to another department thing. Im especially amused about how they have had no further contact with me; I guess four phone calls dont count as contact. The letter from the BBB also states that if you remain more dissatisfied than satisfied, please write to us within 10 working days and provide a brief and specific explanation as to why the matter is unresolved. With this, we may be able to contact the firm again and request further consideration. We will then let you know of the firm's final position and update the file accordingly. If we do not receive your reply, we will assume that you are more satisfied than not, and we will close out the matter. So I guess that means Ill have to write a rebuttal letter to the BBB. *sigh*
Valerie
West Monroe,#6Author of original report
Thu, May 03, 2007
I contacted Divorce Source's "customer service department" a few minutes ago. I spoke with Marcy, who was extremely friendly. But again, I was assured that everyone else in the entire company is on vacation, and there is no one available who can help me. I told her that I had filed fraud reports with several online agencies, put fraud alerts on my credit report, and cancelled my credit card account. I explained that when I encounter a "customer service department" that insults customers, hangs up on them, and insists that there is no one else in the company who can assist me, I get very suspicious. In my experience (and granted, I have been VERY lucky), reputable companies have better customer service policies. I'll call again tomorrow. Actually, I'll keep calling until I stop getting the run-around. I probably would have eaten the $300 charge to my credit card and just chalked this up to "learning my lesson" about online shopping, but the fact that they will not let me file a complaint or even speak to any manager or supervisor makes me extremely suspicious and kinda queasy about these people having my personal information.