Hired this company to fix my credit, paid $1500. Company did nothing for me and does not want to refund my money as per the agreement.
My husband and I hired this company to fix our credit scores on 11-06-2013. We were told that it would take 45-60 days from Dec 6th, 2013. I called the company on 03-06-2014 to ask about the progress and why our scores have not changed, why are there still discrepancies on our credit report, etc. While attempting to ask about the issues the person on the phone (Tim- The Owner) start to belittle me. He said, "you are like a woman who just hit the lottery for 2 milliom dollars and you are mad because you wanted 4 million." I then got upset and asked him if he thought insulting me and being sarcastic was the answer to resolving our issue.He said that he didn't think that was an insult to me. I then asked to speak with the manager/owner of the company. He replied, "you are speaking to the actual owner." I asked him if this is how he conducts business on a daily basis, and stated that I was not satisfied. The 2 of us argued at that point. He then said that I need to ask for a "request for refund form" and get my refund because he is no longer going to do anything with my account. He then stated that the conversation was over at that point and hung up on me. I tried calling back several times for at least 5-10 minutes, and they picked up the phone and hung it up on me at least 5 times. The last attempt in calling them, I then got a woman. When I tried to explain to her what was going on, she also insulted me and said that I need to request a "request for refund" form to get my refund. I then asked her to send me one, she stated that they were going to send me one by mail. The next day (03-07-2014) I faxed them a letter asking that they please send me the request by fax and left my fax number within the fax. I got no response from them at all today since 7 a.m this morning. I'm trying to call and they are just picking up the phone and hanging up on me, or sending me to voice mail now. I believe that he (Tim- The Owner) has breach our contract by refusing to continue with my case and not doing what was initially said would be done, as well as not even giving me the attention needed as a already fully paid customer awaiting results.
I am seeking a full refund because they did nothing for me but cause me and my hubby more anguish within these past months. The rudeness, the unprofessionalism, and the insults have all been truly a terrible experience for us and we truly don't want anything to do with this anymore....as they have clearly made it known they feel the same by completely ignoring a fully paid customer and not doing what they promised.
At Credit Guard, we guarantee that our program will produce a positive change to your credit report. In reference to the Client Agreement which you signed on 11/6/13, the Performance Guarantee states, "If after we fully perform all contracted services and there is no positive improvement to your credit reports, Credit Guard will refund all monies paid ."
According to the credit reports provided by you, we identified the following positive changes:
EQU: 7 negative accounts deleted
EXP: 8 negative accounts deleted
TRU: Report not provided by customer
EQU: 9 negative accounts deleted
EXP: 4 negative accounts deleted
TRU: Report not provided by customer
These deletions all represent positive changes made to your credit reports. This confirms that we have honored our Performance Guarantee and therefore your request for a refund is denied.
We have attempted to contact you on several occasions to review the status of your case, but have been unsuccessful. An official written response was mailed to your residence on 3/18/2014.
Please feel free to contact us between the hours of 8:00am and 4:00pm PST and we would be more than happy to discuss your file with you. We appreciate the opportunity to address your concerns and look forward to hearing from you.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response because this company is lying about 2 things. As per the contract, yes it was stated that after they "FULLY" perform "ALL" contracted services and there is no positive improvement to our credit score, then the company will refund all monies back to client. Yes there were some positive improvements in our credit scores, and no the contracted services were not "FULLY" perform...because the owner himself dully stated to me (verbally, over the phone) that he wasn't going to complete the process because we got into an altercation. So that in itself is the company breaching their own contract. The process of disputing is to dispute, receive and dispute again until all items on the contract were deleted. That was what I was told, and that isn't what happened because they refused to finish and fully complete their end of the contract. Secondly, this company states that they have tried to contact us on several occasions with no response. That is an outright lie! I have with me both the contact numbers (cell phones) to which none have repeated calls from Credit Guard at no given time since November 6th. 2013. Since that date I can assure you that Credit Guard has only contacted us once, and that was because they were responding to the second payment that didn't go through my bank at that time. I have gone through my calls since Nov 5th (the initial call I made to them for services), and here are all the calls made to and from Credit Guard since Nov 5th, 2013.
Nov 5th, 2013: From me@ 12:31 p.m. 3 mins
Nov 25th, 2013: From me @ 11:59 p.m. 2 mins
Dec 16th, 2013: From me @10:20 a.m. 2 mins
Dec 16th, 2013: From them @ 10:28 a.m. 1 min
None in Jan, 2014
Feb 3rd, 2014: From me @ 12:05 p.m. 1 min
Mar 6th, 2014: From me @ 10:37 a.m. 3 mins (spoked to Tim who told me he's done with my case)
May 6th, 2014:From me @ 12:57 p.m. 1 min (hangup)
May 6th, 2014: From me @ 1:04 p.m. 4 mins (spoked to a woman who insulted me and hung up)
May 6th, 2014: From me @ 1:08 p.m. (hangup)
May 6th, 2014: From me @ 1:08 p.m. (hangup)
These were all of the calls ever made between myself and Credit Guard, and as you can see, I was the one calling constantly! They never called me but once, and that was to make sure I got their pymnt in the mail. Why would I pay someone $1500 for services and then ignore their calls, would you? That's just crazy for this company to believe that anyone would do that.
This company is unprofessional, unorganized, rude, and liars. I do believe that I am entitled to a refund because the process was not fully finished due to the owner himself (TIM) breaching the contract by not finishing the process.
I agree they did bring our credit scores up by 20-40 points but that wasn't the full process and our credit scores could have more than likely gone up a lot more if they had finished the process.
So I am going to be fair and ask that they reimburse at least $1000 of our money back because I truly believe that what they did was only worth about $500, if not less then that. I don not think that it's fair for me to ask for a full refund when they did in fact help a little. However, I truly believe that it's not fair of them to lie, cheat, and try to steal a perosns money when they did not do what was promised and finish the process fully as noted in the contract. The inquiries that were supposed to be disputed in the 2nd phase are still on our credit report. The inaccuracies with our jobs,home addresses and names are still on our credit report. Also, some of the items that they are saying they took off are still on our credit report and I have those documents as well to prove it.
Final Business Response
Dear Mrs. *****,
Please review our previous response to your complaint carefully. We have addressed all of your concerns thoroughly as it pertains to your service contract with Credit Guard.
Credit repair is a process and requires your cooperation in order to obtain the best results possible. We also ask for a little patience from our clients during the process.
Again, we stand by our initial response and unfortunately must deny your request for a partial refund. Please contact us between the hours of 8:00am and 4:00pm PST so that we may continue to help you on the road to restoring your credit.