ComplaintsforNeoCertified LLC

• Initial Complaint

  11/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I continued to receive emails with threats/warnings from this company regarding not receiving payment - when payment was already made to them. This company reports and denies that they have received a payment, when in fact it was already made to them. I am concerned about their accounting practices and their intent and want this 100% resolved, with this company ceasing to contact me and provide me with services/deliverables already paid for - in full.

  Business response

  12/06/2022

  ************************************** did send us an email on 11/14// stating that she had paid her invoice for $40 based on emails that were sent out 9/29/22.  (She states that she had responded to us three times, but we only show two emails received from her in regard to the past due notice.) And in fact she did pay her invoice promptly upon receipt. However, it was a partial payment as she had previously paid $59 online for a Home User version of our product and upon realizing she need a Full User license that cost $99, she contacted our sales office to upgrade her license and they sent her an invoice for $40.  However, our system did not recognize her partial payment and failed to apply to her account. Subsequently, an A/R notice was sent to her on 10/30/22 and 11/14/22.  When we received her email on 11/14/22 stating "This is the 3rd time that I've received this email regarding a lack of payment.  This payment was provided to your company a long time ago.  Please update your files so that I do not continue to be contacted regarding some outstanding payment that does not exist.  If these emails regarding "needing a payment" do not cease, I will contact the Better Business Bureau so that you may improve your accounting practices and begin doing business the correct way, and my file will be updated as you have received payment.  The emails with payment are again being sent to you via attachment to this email.  
  
  
  Send a confirmation that this email was received and you have been informed.
  
  
  Sincerely,
  **************************************
  
  
  **************************************, BA, MSW, LCSW-R, DBTC".

   

  We promptly investigated and did find that she had paid and sent her the following email on 11/14/22: 

  
  "Subject: NeoCertified Secure Email - please ignore the previously sent A/R notice
  Body:
  Hello ******. My apologies but please ignore the previously sent A/R notice as it was sent in error. Your account is current. Again, sorry for the inconvenience. My ********************
  
  ***********************
  NeoCertified Secure Email"

   

  While we did make a mistake, we did respond her, we did send polite emails and we did apologize.  She does seem to be happy with our service and has not requested any support and has not registered any other complaints. While we do offer a 30-day money back guarantee, we would be happy to offer her a full refund at this time, even though it is well past the 30-day period.

  Customer response

  12/07/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **************************************

• Initial Complaint

  06/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Neocertified advertises and states a 60-day money-back guarantee. I have purchased an annual subscription on June 14, 2022 by ***** I have called them 11 times with no response. I have emailed them 12 times with no response. I seek a refund because they are not providing support and are non-responsive since hearing I wish to terminate the subscription dated June 22, 202 and June 25t, 2022.

  Business response

  06/27/2022

  As requested by the customer today, we refunded the customer & she was sent notification by the credit card company. We apologize for the inconvenience, and we did respond to several of her emails but was unable to satisfy her requests.

   

  
  
  ========= SECURITY STATEMENT ==========
  It is not recommended that you ship product(s) or otherwise ***** services relying solely upon this e-mail receipt.
  
  ========= GENERAL INFORMATION =========
  Merchant : NeoCertified, LLC (1323133)
  Date/Time : 27-Jun-2022 9:03:34 PDT
  
  ========= ORDER INFORMATION =========
  Invoice : 1461
  Description : Basic license - Refund
  Amount : ***** (USD)
  Payment ************ xxxx6437
  Transaction Type: Credit
  
  ============== Line Items ==============
  
  ============== RESULTS ==============
  Response : This transaction has been approved.
  Auth Code :
  Transaction ID : ***********
  Address Verification : AVS Not Applicable
  
  ==== CUSTOMER BILLING INFORMATION ===
  Customer ID :
  First Name : *****
  Last Name : Storm
  Company :
  Address :
  City :
  State/Province :
  Zip/Postal Code : T1A 8S1
  ****************
  Phone : **********
  Fax :
  E-Mail : ***************************
  
  ==== CUSTOMER SHIPPING INFORMATION ===
  First Name :
  Last Name :
  Company :
  Address :
  City :
  State/Province :
  Zip/Postal Code :
  Country :
  
  ======= ADDITIONAL INFORMATION ======
  Tax :
  Duty :
  Freight :
  Tax Exempt :
  PO Number :

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