- Report: #918322
Complaint Review: Virtual Staging Solutions - Austin Texas
Reported By:
David -
Newnan, Georgia, United States of America
Submitted:
Updated:
-
Author Confirmed
Why?
Virtual Staging Solutions
360 Nueces Street, #1007 Austin, 78701 Texas, United States of America
Phone:
888-201-9042
Web:
www.virtualstagingsolutions.com
Categories:
Business Rating:
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Virtual Staging Solutions On 7/11/2012 I ordered and paid in full for 20 photos of my home to be virtually staged. I called 7/13/2012 to check the status of my order. The sales representative and the owner was rude, dishonest, Austin, Texas
I am in the process of selling an unfurnished home I own that is located in a different state than I currently reside. On July 11, 2012 I visited this company's website. After researching the legitimacy of this company, and contemplating the pros and cons of how the service they offered would benefit my situation, and considering the fact that their website clearly states they provide a money back guarantee, and the service would be completed within 5 to 7 days, I paid $1200.00 USD to have 20 photos of my home virtually staged. I received a receipt for payment via email the same day.
On July 13, 2012 I called and emailed the company to check the status of my order. The customer service representative transferred me to a representative named Bryan that rudely responded by stating "We received your order, your photos, and your payment! What other status information do you need?" I responded by stating, "I wanted to make sure the photos successfully uploaded, and wanted to verify the completion date." He responded by stating, "All of that information was included in the receipt we emailed you." I ended the call by saying, "The receipt only shows payment was received, but thanks for your assistance."
On July 17, 2012 I called the company to check the status of the order and was transferred to their CEO, Dennis Miller. Mr. Miller would not provide any specifics regarding the status of my order. I also asked him about the money-back guarantee warranty they provide for their service, and he said the warranty is only good for 15 days, and the days begin the day the order was received, instead of when the order is completed. I took a moment to think about the warranty policy and decided to cancel my order, and request a full refund.
Later that day I received an email from the Customer Service department stating that the cancellation request was received and forwarded to the Accounting Department for review, and I will receive a notice from them within 24-48 hours. It is now July 27, 2012 and still have not received any notification from this company regarding my refund request. I attempted to login to check the status and discovered my account is cancelled. I called the phone number provided on their website and it only allows you to leave voice messages.
On July 13, 2012 I called and emailed the company to check the status of my order. The customer service representative transferred me to a representative named Bryan that rudely responded by stating "We received your order, your photos, and your payment! What other status information do you need?" I responded by stating, "I wanted to make sure the photos successfully uploaded, and wanted to verify the completion date." He responded by stating, "All of that information was included in the receipt we emailed you." I ended the call by saying, "The receipt only shows payment was received, but thanks for your assistance."
On July 17, 2012 I called the company to check the status of the order and was transferred to their CEO, Dennis Miller. Mr. Miller would not provide any specifics regarding the status of my order. I also asked him about the money-back guarantee warranty they provide for their service, and he said the warranty is only good for 15 days, and the days begin the day the order was received, instead of when the order is completed. I took a moment to think about the warranty policy and decided to cancel my order, and request a full refund.
Later that day I received an email from the Customer Service department stating that the cancellation request was received and forwarded to the Accounting Department for review, and I will receive a notice from them within 24-48 hours. It is now July 27, 2012 and still have not received any notification from this company regarding my refund request. I attempted to login to check the status and discovered my account is cancelled. I called the phone number provided on their website and it only allows you to leave voice messages.
1 Updates & Rebuttals
Bryan @ Virtual Staging Solutions
Austin,Texas,
United States of America
Incredibly strange interactions with Mr. "George Bush".
#2REBUTTAL Owner of company
Tue, July 31, 2012
Interaction with this customer was incredibly odd. He conveniently left out a few key details of our dealings with him. Luckily for us, we record all of our phone calls so I have a very clear understanding of what occurred as I am currently listening to the phone call recording from when David called in on July 17th. If anyone is authentically concerned about this situation or interested in hearing this conversation just let me know and I will provide you with the audio of the call recording. It is actually quite comical.
[Side Note] After hearing this conversation again I can honestly say that I am slightly worried about David's mental health. This is not meant as an attack on him personally but the oddity of his phone call and his email communications with us is what worries me for a few reasons:
1. When we answered the phone David asked who he was speaking to. He then became angry when our Co-Founder Dennis Miller, identified himself as Dennis Miller (his real name) - For some reason he thought Dennis was lying to him and immediately said "Dennis Miller? This is George Bush".
...This is where the first red flag goes off.
2. The customer, David, went on to ask about the technicality of our "happiness guarantee" where we provide our customers with a full refund if he was not happy with our service. Dennis answered his questions about it and then assured him that we are not very strict with that policy and we are authentically interested in making him happy, he doesn't have to worry about counting the days that he has to get a refund and we'll gladly take care of him within any reasonable time.
... Here's where everything starts to come out in the open.
3. After the conversation about our refund policy, the customer, David says "You know, I seriously doubt your name is Dennis Miller".
Dennis Miller goes on to assure him that his name is definitely Dennis Miller, "My name is definitely Dennis Miller sir."
David's reply: "Your name is Dennis Miller? My name is definitely George Bush. We'll I'm feeling really uncomfortable and I think I'm going to just cancel my order, what is the process of doing that? I'll take my business elsewhere."
Dennis: "Sir, I'm not sure what the problem is but we are working on your photos..."
David: "Answer my question. What's the process of canceling my order?"
David now begins shouting.
David: "HOW ARE YOU GOING TO CANCEL MY ORDER WITHOUT MY ORDER NUMBER, DENNIS MILLER!?"
Dennis: "Ok, I'm canceling that now. I'm sorry you're canceling, if there is anything we can do... [interrupted]"
David: "JUST CANCEL MY ORDER! I DONT CARE ABOUT ALL THAT OTHER GARBAGE!"
Dennis: "I dont see a George Bush in our system, Sir..."
David: "That's not my real name!"
Dennis: "Ok, why did you tell me your name was George Bush?"
David: "Because just like you lied and said your name was Dennis Miller I figured I'd answer a lie with a lie."
Dennis: "Sir, wait a minute, I can assure you my name is Dennis Miller..." [Interrupted]
David: "JUST CANCEL MY GOD d**n ORDER, YOU F**KING IDIOT!!!"
David: "I'll tell you what I'm done waisting my time, I'm just going to call my credit card company."
[Phone call ended]
David called his credit card company and received notification that a charge back was filed the same day. Once a customer circumvents us and files a charge back with their credit card company we are unable to provide a refund (the credit card company does that for us) and we cancel their account and do not accept any future orders from them.
David called back a few days later at 10:52am and left a voicemail. I called him back at 10:57am. David asked for a refund confirmation, I explained the chargeback situation in which he then began yelling at me for calling him on the number he originally called on instead of the number he wanted me to call him on.
At this point we blacklisted his phone number in our phone system as we could not be bothered with any more personal attacks and obscene language.
I think it is quite clear that this customer had no intention of following through with his order and was overly concerned about getting a refund before he even talked to us. He was also oddly concerned and angry about Dennis Miller's name. Sorry, David, but our staff can not change their name just to please you. Had you not used profanity and screamed at us we would have been more than willing to talk to you and work out the situation with your credit card company or just issue a refund but as everyone knows, it's difficult to work with a stubborn, angry, screaming person. Life is too short for us to accept that kind of behavior.
Questions? Comments? Suggestions? I'll open all of our logs and email conversations to the truly concerned. Feel free to get in touch with me personally at [email protected]
