Complaints

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• Initial Complaint

  Date:08/13/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Complaint Regarding Breach of Verbal Agreement by Kephri Horizon, Group, LLC d/b/a Criminal Offenders Legal and Request for Refund Dear Sir/Ma’am: I am writing to formally file a complaint against Kephri Horizon Group, LLC d/b/a Criminal Offenders Legal for breaching a verbal agreement discussed during my consultation with Mr. Malachai ******* on 4/18/24. I explained that my loved one was interested in a legal call to discuss his case. Mr. ******* assured me that after retaining his services and making the necessary payment, he would send a welcome letter to my loved one and contact the prison facility to be added as legal counsel, & arrange a legal call to discuss the case. Following this, I retained the services of Mr. *******’s paralegal team on 5/6/2024 & made the required payment. Initially, Mr. Malachi ******* and his staff were responsive, returning calls and emails promptly. However, after the payment processed, communication from Mr. ******* and his team ceased entirely, except for invoices for payments. Despite being assured that the welcome letter would be mailed to my loved one on the day of retention, the letter was only received after several weeks. Moreover, my loved one, who is incarcerated, has sent multiple letters to Mr. *******’s legal service, all of which have gone unanswered. To date, Mr. ******* has not contacted the prison facility to be added as legal counsel as promised. I have made numerous attempts to reach Mr. ******* & his team via email and phone, leaving multiple voicemail messages, but have received no response. This lack of communication is deeply concerning, especially considering my loved one’s looming post-conviction deadlines. Given the failure of Mr. ******* and his team to uphold the terms of our verbal agreement, & their ongoing lack of communication, I am requesting that our contract agreement be voided & that I receive a full refund of payments made totaling $700. Thanks for your assistance in advance. K Allen

  Business Response

  Date: 08/19/2024

  To Whom It May Concern,
  
  This correspondence serves as a formal and pointed rebuttal to the baseless and misleading complaint submitted by Miss ******* ***** against Criminal Offenders Legal. The allegations presented are not only factually inaccurate but also reflect a troubling disregard for the clear terms of the contract to which Miss ***** voluntarily agreed. We are attaching supporting documentation to substantiate our claims and to further clarify the issues at hand.
  
  Demonstrably False Claims Regarding Communication:
  
  Miss *****’s claim that her loved one, Mr. ****** *****, did not receive the welcome letter or any correspondence from our office is patently false. The incontrovertible fact that Mr. ****** ***** replied to our office on our letterhead clearly proves that the welcome packet and intake forms were indeed sent and received. This fact utterly dismantles Miss *****’s assertion and casts serious doubt on the credibility of her other claims. A copy of Mr. *****’s correspondence on our letterhead is attached as evidence.
  
  Contractual Obligations and Payment Terms:
  
  Miss ***** has paid $700 of a $5000 contract, yet inexplicably demands a full refund as if she is entitled to disregard the legally binding agreement she entered into. Let me remind Miss ***** of the specific terms of the contract she signed:
  
  "For the services rendered, the Client agrees to pay the Provider a fee of $5000, which is non-refundable and will be deemed earned upon the commencement of services."
  
  Services have commenced, and as per the contract, the full $5000 is due. Miss *****’s request for a refund not only flies in the face of these clear terms but also demonstrates a profound misunderstanding of her contractual obligations. We hereby demand the immediate payment of the remaining balance of $4300. Failure to comply will result in the termination of services, and we will pursue all legal avenues to enforce our rights under the contract. The signed contract, highlighting the non-refundable clause, is attached for reference.
  
  Awareness and Handling of Filing Deadlines:
  
  Our office has been acutely aware of Mr. ****** *****’s filing deadlines from the outset, and we have managed his case with the diligence and professionalism that such matters require. Miss *****’s suggestion that we were somehow negligent because we did not return her phone calls or emails according to her personal timeline is, frankly, absurd. The priorities in this case were clear: ensuring that all legal filings were handled appropriately and on time, not catering to every non-urgent communication at the whim of the client. To suggest otherwise is not only unreasonable but also ignores the realities of managing complex legal cases under tight deadlines.
  
  Misguided Blame Regarding Prison Communication:
  
  The attempt to hold our office responsible for the prison’s lack of responsiveness is both misguided and unjust. Our office made multiple attempts to contact the prison to be added as legal counsel for Mr. ****** *****. The prison’s failure to respond is entirely outside our control, and it is both unreasonable and inappropriate for Miss ***** to attempt to shift blame to our firm for these external delays. Despite these ch*****ges, we have continued to fulfill our obligations to the best of our ability, demonstrating our unwavering commitment to our clients, even in the face of bureaucratic inefficiencies.
  
  In conclusion, Miss *****’s complaint is not only without merit but also represents a clear attempt to evade her financial responsibilities under a legally binding contract. We demand full payment immediately and expect the BBB to dismiss this unfounded complaint with prejudice. Our office takes pride in the integrity and professionalism with which we conduct our business, and we will not tolerate baseless accusations designed to undermine our reputation.
  
  Please find attached the relevant documents that substantiate our position.
  
  Sincerely,
  
  Criminal Offenders Legal
  Kephri Horizon Group, LLC
  Dover, Delaware
  (302) 526-2588