BBB Accredited Business sinceAdditional Locations
Phone: (800) 564-5428 Fax: (312) 261-9959 4437 Mumford Dr., Hoffman Estates, IL 60192
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A BBB Accredited Business since
BBB has determined that Custom Papers LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Custom Papers LLC include:
- Length of time business has been operating
- Response to 5 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||4|
|Total Closed Complaints||5|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Business ManagementMs. Anna Popielarz, Owner Mr. Tom Popielarz, Owner
Writers - Business Editorial Services Translators & Interpreters Independent Artists, Writers, and Performers (NAICS: 711510)
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
4437 Mumford Dr.
Hoffman Estates, IL 60192 Directions
PO Box 1645
Chicago Heights, IL 60412
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Star Rating scale
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Problems with Product/Service
Read Complaint Details
Complaint: Order nr XXXXX I've ordered custom-written 25 pages with the Very Good writing level to be written in 36 hours. I've asled multiple times whether it can be done in time and I have put it in writing that if it will be even couple of hours past the deadline I will not be able to use the written work and I will not need. I was assured that everything will be fine and that someone is always online to assist me. I paid $812 and started waiting. Well after multiple e-mail with no answer and an hour past my deadline I was promised that it will be sent to me any minute now. I received it only 6 hours later. The work was absolutely useless for me. Moreover, it was poorly written and off topic. After days writing e-mail and talking over the phone we agreed on partial refund and that this paper will be revised free of charge. I was asking for 50% refund and woman on the phone said it will be no problem, but the end all I got was 250$. They did not want to refund any more money, since the writer needs to get paid as well and if she doesnt then the paper my end up online. Not really sure how is that my problem. But anyway, after days discussing this I got so stressed and tired that I agreed on the 250$ refund and that later on I will contact them to have their paper revised. So now I've e-mailed the company my request and all I got back was that since I got a partial refund (only 30% of what I paid) they can't help me free of charge and I need to pay another 600$!!! I don't want to spend days arguing this over e-mails and over expensive international phone call. I want my full refund, since I cannot use this work anymore.
Desired Settlement: $562 (the remaining amount that was not refunded to me)
Business Response: Initial Business Response /* (1000, 5, 2015/08/14) */ Contact Name and Title: **** ********* Contact Phone: XXX-XXX-XXXX Contact Email: ****@custompapers.com To: ******* *****, The *********************** University From: Custom Papers LLC Hello, We offered the customer a free revision several times, but she continuously refused and then ended up getting $300 refunded. Now that she comes back and wants a revision that will include new work. It was made clear to her before that new work would require a fee. She chose the partial refund instead of the free revision. We have tried very hard to work with her and she is unreasonable. She paid $812 and was refunded $300. Below is an email we sent to her today. We'd like to resolve it but we cannot be manipulated in the process. Hello *******, You did receive a partial ($300) refund for XXXXX instead of accepting the offer for free revisions. Any revisions made at this time will incur a fee and a new writer. Should you wish to proceed, you will be working with a different writer. The new quote includes the following: I am offering 15 pages worth of writing/editing, that would include: - Adding a clear result section with graphs/tables representing research outcomes; - Proofreading of the major mistakes (spelling & logical); - Checking and fixing formatting; - If you supply me with original instructions file, I will add missing parts (abstract/ table of contents, etc.). I would however ask for a deadline extension till August 23. Regards, Custom Papers LLC Initial Consumer Rebuttal /* (3000, 7, 2015/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Custom Papers, I have been very understanding from the beginning and definitely do not consider my request to refund my money for work that has not been done on time and on the level I paid for to be unreasonable. As soon as your writer stopped replying to my e-mail and failed to meet my deadline I told her and your representative that I will not need the paper ay more. However I was still sent the poorly written work and when I asked for a bigger refund I was told that it is impossible since the writer needs to be paid and otherwise this paper might end up online. I'm sorry but it;s not my problem that both the buyer and the writer need to be paid. When we agreed on partial refund I was told by ***** (who was very helpful throughout) that whenever I need revision I am free to contact you and not a single time I was given a choice between a refund and a revision. The way Cheri put it was that I get both, otherwise I would have never agreed for such a small refund. I paid over 800 dollars and I got only 300 back for work which was late and not written properly, how is that fair? And then I contact you to ask for a free revision and get a quote of 600 dollars to revise the same work that one of your writers has done not so well before? Thus I still believe that I should get a full refund. I do believe that Custom papers are a good company and I hope we can resolve this.
|12/22/2014||Problems with Product/Service|
|11/24/2014||Problems with Product/Service|
Problems with Product/Service
Read Complaint Details
Complaint: Paper was due, never got it.
Desired Settlement: I would like this paper ASAP or a refund, plus the cost of my time to do this.
Business Response: Initial Business Response /* (1000, 5, 2014/04/07) */ Hello, the refund was issued on 04/05/2014. Below is the message sent by our sales person to you. We apologize, but the writer assigned to your order had a tragedy in her family and she could not complete the order on time. You may also check our Terms again: http://custompapers.com/tos/. Regards, Custom Papers LLC --------- Hi ****** I'm **************, one of the writers for CustomPapers.com. I believe I spoke to you on the phone when you first placed your order for this paper associated with your studies at the University of Minnesota. I'm writing this message for two reasons: The first reason is to tell you your money is being returned to your account and that, due to the fact that you paid with a VISA card, the reversal may appear as a refund or it may appear as a VOID of the original transaction. You may call the number on the back of the card to verify that the money has been returned to you. The second reason for this message is to inform you that someone from the company noticed your sample papers + the stern email your wrote, and he believes you have talent that may make you useful to this company -- strong command of English, legal expertise you're acquiring at the U of M. So, I have been instructed to reach out to you and extend an invitation, such that you may become involved with our endeavors should you be so inclined. Your role could involve negotiation, sales, and/or business relations management. If you are uninterested or too busy, it's okay to reply and decline or simply ignore this message. This is not a formal offer, but rather an informal invitation yo possibly be involved with our growing company in some capacity. We wish you the best of luck in your studies, and we apologize for the incident with the paper you ordered. Thanks, kind regards, ************** Initial Consumer Rebuttal /* (2000, 7, 2014/04/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)