Complaints

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• Initial Complaint

  Date:12/09/2022

  Type:Order 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.

  Date of the Transaction: September 9, 2022 Amount paid to business: $1545 Business committed to provide: a business plan and sold us a process declaring that they worked closely with the client in order to tailor the plan to their specific situation.Nature of the Dispute: Visa Business Plans did not provide the product as they advertised. The claim is regarding two (2) very important points listed in detail below:Point 1- the information Visa Business Plans used in drawing up the plan is NOT what was written in reply to the questionnaire and clarification requests 1 and 2. Please find enclosed attachments of my submissions to Visa Business Plans (Enclosures 1, 2 and 3). ************** used different data than what was provided without discussing this with us at all. Point 2: In the business plan **** that was shown to us during the zoom call of October 21, ************** made a declaration in the plan stating that we would be engaging the services of a company called Nuzzledot. In that meeting, I noticed that word on a page that he scrolled through and he refused to provide a reply to my question. I had never heard of this company. So at the end of that zoom call, I researched to find out what it was. His claim that he went over the ** in detail is false. He zipped through a few screenshots and refused to even tell me that he declared that I would be using the services of this company even after my question clearly indicated that I had no idea who or what they were. His verbatim reply was: We am not here to go through the plan line by line. He has a recording of the zoom calls. He has a disclaimer at the beginning of the zoom calls stating that he records the calls. (Enclosure 4). Please find enclosed a document entitled 'Summary' because there isn't enough space here to explain in detail.Continued in document............

  

  Business Response

  Date: 01/02/2023

  Our consistent growth over the years have been the result of doing excellent work, but above anything else, of our high ethics and honesty. We are confident that we have delivered the service we said we would and have gone above and beyond to solving this situation in a peaceful and professional manner.

  
  ****************** and ************** retained us to prepare a business plan for an E-2 **** application for a business named PRESTIGE CLASS PAINTERS, LLC. On September 9, 2022, ************** signed an agreement with Visa Business Plans, whereby we committed to delivering the business plan the week of October 17th, 2022. ****************** and ************** had a pressing immigration deadline. Not meeting that deadline could potentially result in ****************** and ************** being banned from entering the U.S. for years. Therefore, if Visa Business Plans did not meeting the agreed upon deadline, we would have breached the aforementioned agreement.

  
  On October 6, ************** sent an email indicating she had decided to apply through her home consulate (and not within the U.S.).  
  It is important to note that **************** decision to apply through her home consulate did not impact the work that had been completed or the course of action Visa Business Plans had taken and was taking in reference to her case.

  
  Furthermore, at the time we received **************** email, the project was almost finished as the deadline agreed was quickly approaching. Importantly, as our records show, **************** email did not ask Visa Business Plans to stop working on the business plan.

  
  On Friday October 14, ************** sent us an email requesting a refund. As per the signed agreement, we were scheduled to deliver the business plan on the next business day (week of October 17th). However, as we showed ************** on the call we had on October 21, the business plan had already been completed as of October 14 (thanks to the very comprehensive information she provided). Since the work was completed and the business plan had already been written, there was no possibility of issuing a refund.
  Please see attached records and evidence to address each of ****************** and **************** points.
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 02/18/2023

  We appreciate the opportunity to respond. The client's claims are incorrect and not accurate.

  
  First, we did not ignore the client's email (dated October 6). Our Project Manager replied to the clients email on October 6 (see exhibit 1). After the client followed up on October 13, an initial Zoom call was scheduled. During that Zoom call, the client agreed that if she saw (via video call) that the work had been completed, she would pay the remaining balance in order to receive the first version of the business plan for her review.

  
  While ************** was not the team member who personally contacted the client on October 6,

  (a) the client was assisted by the Project Manager, the team member responsible for handling all client communications at our company
  (b) the business plan was completed by October 14 (a few days before the agreed-upon deadline).
  

  Our project management platform (Monday.com) confirmed the above, which keeps a detailed record of all activities performed on a specific project. Monday.coms summary of activities for the Penta project was shared with the client during both Zoom calls.

  Our project management platform also showed that the client sent us the questionnaire on September 13. The client sent us additional information on September 19. As shown in the screenshot below (see exhibit 2), the narrative section of the plan was completed on September 19.

  
  Lastly, the project management platform indicated that the client sent us the final bits of financial information on September 22. As shown in exhibit 3 (attached), the financial section of the plan was completed on October 6. As we do with all of our projects, the financial section of the plan was then added to the narrative section to finalize the business plan.

  
  Consequently, the work was completed AHEAD of the agreed-upon deadline, as ************** communicated and showed the client during the Zoom call. Therefore, we do not understand why the client claims that no work was done, when ************** showed her the screenshots attached to this response.

  
  We want to underline that as of February 18, 2023, the client has not paid the remaining balance. Due to a lack of payment, she has not received the business plan document.
  October 20 Zoom call

  
  During our initial Zoom call dated October 20, our client baselessly claimed that the business plan had not been completed. On the same call, the client agreed that once she saw that the work had been completed, she would make the final payment to receive the business plan. We scheduled a 30-minute Zoom call for the next day. ************** clarified that the purpose of the call was to show her that the work had been done. The objective of the call was NOT to review the plan. A business plan review cant be rushed.
  

  October 21 Zoom call
  

  On the October 21 Zoom call, the client had the opportunity to get a brief preview of the business plan. It is humanly impossible for our client to have evaluated the business plan in a few minutes (and also compare the business plan to the information she provided through the questionnaire). The clients business plan is a 20-page, 4,763-word document that includes financial projections. As a rule of thumb, our clients take AT LEAST 3 hours to review a business plan, including checking its content against the information they originally provided via questionnaires. Therefore, given that the client has yet to receive the business plan, she has not had the opportunity to review it. Consequently, we cannot understand how our client can claim that we did less than the bare minimum.

  During the October 21 call, our client indicated that she needed an unlimited extension to make revisions to the business plan. She indicated that she was not sure when she could resume the immigration process. ************** explained our changes policy. He also clarified that since the business plan was already completed (ahead of the agreed-upon delivery date), the balance of the project was due. 

  
  As of today, February 18, 2023, the client has not submitted the final payment for the business plan. Hence, as per the signed agreement, we HAVE NOT sent our client our product. We will send it after receiving the final payment. Therefore, our client has yet to have an opportunity to thoroughly review and assess the business plan she hired us to prepare.
  
  Responses to clients claims

  
  About her claim that we did not create a plan with the values of investment that we provided, during the Zoom call, ************** explained to her that the investment section would be completed once the investment money is spent to make the business operational (see exhibit 4). Why? For **2 **** purposes, the U.S. government requests that investment funds are spent to make the business operational. The only expenses/outlays provided by the client included legal fees and professional services, which were not enough for an **2 **** and *** result in an upright **** denial. Given that she owns a painting business, some of the **2 outlays might include equipment, tools, etc. Which, again, had yet to occur when we completed the first version of the business plan.

  
  In reference to the marketing company the client refers to, it was a SUGGESTION that the client could accept or reject. We did not "engage" her company, as the client claims, with the marketing company she is referring to. A credible business plan includes reference to a marketing company or professional that will be responsible for all marketing efforts. It is our standard practice to make suggestions that we feel are going to strengthen the business plan. Our suggestions are done in good faith. This is what our clients expect and appreciate, that we use our expertise to make the business plan as strong as possible. It is important to note that what the client will receive upon payment is a draft. The business plan draft is not submitted to the attorney handling her case until the client fully approves the project. Therefore, the client, again, can ask us to delete our suggestion at any time. Its an easy fix.

  
  About the client's claim on the 'inaccurate' market research, our client is quoting Mr. ****** comment out of context. Our contract indicates that clients can request changes within a 60-day timeframe. During the second Zoom call, our client insisted on VBP making changes to her project after the 60-day period. We explained that our fee does not include the ability to make changes past 60 days. Why? Most likely, the market analysis section will have changed in 4-6 months from the moment we spoke, among other variables, that *** result in additional work that was not covered by the initial quote. At any rate, at the end of the second Zoom call and at the clients request, ************** agreed that we would extend the time from 60 days to 120 days, at no additional cost to her, the time she had to request changes. We sent her a follow-up email with the invoice indicating the agreement (see exhibit 5).

  
  About the claim that "the market research that we did include was already old, as it was based on data from June 2021, this is also not accurate. We use reputable and paid market analysis services and reports. At the time of writing the business plan, the market research used was the most recent version available. We cannot modify a market research report conducted by a third party, as that would be misrepresentation.

  
  In reference to the client's claim indicating the business plan had false information: While we make genuine and concerted efforts to avoid errors, mistakes *** happen. But we'll always be glad to correct them promptly. As per our contract, we will always be responsible for correcting our errors or omissions at no additional cost to the client (see attachment 3). In a worst-case scenario, our client, upon receiving the first version of the business plan (word document), can request edits and changes.

  
  In reference to the clients claim that ************** would not make himself available: After we were hired to write the business plan, *****************************, our Operations Manager, was the single point of contact (SPOC). She was designated to handle all request or inquiries coming from the client. This is the standard practice not only at Visa Business Plans, but in many organizations. ************** gladly met with the client twice, and will be glad to meet in the future as needed. ************** never said that the client was not authorized to contact him directly. Instead, he stressed the importance of handling all communications through *****************************, our SPOC for all communications at the company.

  
  In reference to the clients email indicating her change or plans: We clearly told the client that her decision to file the **** in ****** instead of in ************* territory did not impact the work that had been done or the course of action to be taken by Visa Business Plans going forward. We stand by our word, despite the client challenging us. The project would not vary or be modified due to the client's change of plans. Therefore, our team continued working on wrapping up the project, per our planning and schedule. There was nothing in the client's email that suggested we needed to stop working on her project. See Exhibit 5.

  
  About the client's claim that she had NO verbal communication with anyone at VISA Business Plans. This claim is baseless. At Visa Business Plans, we never offered or implied that we would gather information over the phone. We work hand in hand with our clients through a series of questionnaires that are analyzed and responded to by a team of specialists who customize their follow-up questions to the client's specific business models, goals, and needs. Furthermore, over the last 13 years, we have gathered information from our clients in writing to avoid errors and miscommunication. However, we gladly schedule a call when clients request a phone call or when a phone call is needed. We are surprised that our client, who never requested a phone call since the day we started working on her business plan, nor did she communicate that she expected a phone call, is now raising this complaint.
  
  About her claim that the Zoom meeting was being recorded: as previously noted, even though Zoom showed indicating that the call would be recorded, we do not follow this practice. Therefore, the call was not recorded.
  
  In conclusion:

  
  We dont understand how a client can claim she can assess and evaluate a 20-page business plan that she has not received or read.
  We don't understand why our client is requesting a full refund, despite the fact that we proved that the job had been completed in a professional and timely manner. We showed internal project management software showing team members, dates, and daily progress made on her project.
  We dont understand why our client is requesting a full refund considering that, during the last call with **************, the client agreed she would pay the balance of the plan.
  We dont understand why our client is requesting a full refund based on her claim that the business plan sections she saw in a quick zoom call were wrong. The work was professionally completed ahead of the clients deadline. Furthermore, because of lack of payment, the client has not received the 20-page, highly-detailed business plan.
  Once the client pays for the plan, as our service agreement reads, she will have the opportunity to read and review the project. If, after reading and reviewing the plan, she identifies anything that is not aligned with the written responses she provided within the questionnaires she filled, our company will take care of them at no additional cost. This is the standard practice in the business plan industry. The client agreed to this process by initializing and signing our service agreement.
  The client is upset because she requested an unlimited time extension to review the plan and request changes, claiming ************** did not want to work with her. This request is beyond the scope of work we committed to delivering. It is an unreasonable request. In short, our client is requesting a FULL refund because we did not abide by her request to offer her a blank check on changes. This is a disproportionate request.

  
  In summary, the client still owes us the pending balance for the preparation of the business plan. Once we receive payment, we'll send her the business plan. After that, we'll gladly work with her to make any needed adjustments to the plan. This is the process that she agreed to follow when she signed our service agreement and retained our company.

  
  

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 18552891
  
  I am rejecting this response because:

  The reply from Visa Business Plans contains information which is inaccurate. They mention an email dated October 6 but do not mention the email sent on October 5, 2022 directly to **************.
  An email was sent to ************** on October 5, 2022. He ignored this email.
  An email was sent to *************************** with a copy to ************************* on October 6, 2022. She replied on October 7, 2022 stating: We will look this. After waiting a week, and no follow-up was received, I telephoned *************************** at ************** to follow-up. When *********************** returned my call, she changed her from: we will look into this to the business plan is almost finished.
  It is also necessary to state that at our initial zoom call of August 31, 2022, ************** stated that he worked closely with the client and provided insight into the making of the plan step by step.
  This is not what was done. A questionnaire was sent on September 9, 2022 via email. This was filled in and completed within a few days. On September 13, 2022, ************** sent a referral to a Web page maker via email (which happens to be a family member). A clarification request was sent on September 16 and a second one was sent on September 19,2022.
  There was no further communication from Visa Business plans. None whatsoever.
  No financial information was sent to Visa Business plans on September 22, 2022. This is inaccurate.
  Visa Business Plans had not worked on the plan by October 5, 2022 when I had initially contacted **************. My email warranted a follow-up. He did not return my request to be contacted because he had nothing to show me at that point. He then rushed to put together the Business plan between the October 6 and October 14.
  ************* did not work closely with us as he had stated to us when we hired him. We actually had no contact from him but only from his assistant in the form of email requests.
  The zoom call that we had with ************** on October 20, 2022 was because ************** felt the need to justify that he had worked on the plan prior to October 14. Also we were not satisfied that ************** did NOT work closely with us.
  ************* claimed that this is the manner in which they worked. This amounts to false advertising, as I would have never hired Visa Business Plans had ************** stated this upfront.
  It is interesting that ************** now stated that he takes 3 hours to go over the Business Plan. He zoomed through the plan but never once mentioned that he would be going over the plan with us after we received the final document. As he zoomed through the plan, I noticed the name of a company called Nuzzledot. I attempted to ask what that company was and *** ***** very abruptly stated that he wasnt there to go over the plan line by line. Well, telling me that they were a marketing company that he engaged our company to use their services would not have taken more than a minute. Instead, he said nothing of this. And even worse, purposely avoided informing me.
  ************* stated that I claimed that he did not create a plan with values of investment that we provided. He seems to have misunderstood. I stated that he created projections entirely different to the ones that I submitted in my replies to his questionnaires. He did not use the values that I inputted but put in his own without discussing anything with me.
  ************* claims that the marketing company was merely a suggestion. ************* did not discuss this or anything else with me. It is highly UN-credible that he would have dedicated any more time to speaking to me after submitting the word document with the plan.
  
  ************* claims that changing the marketing company is an easy fix.After responding in a biting tone: Were not here to go over the business plan line by line. I have great difficulty beleiving anything he now claims. I reiterate that he never once said that once I paid the remaining balance that he would spend 3 hours going over the business plan. The reply I am reading here is the fIrst time I ever heard this.
  The plan was completed on October 20, 2022. ************** stated that the most recent data was from June 2021. That is over 1 year old.
  When I stressed that it wasnt acceptable on his part to fail to reply to my email dated October 5, 2022. He become angry and stated: who authorized you to contact me directly? At that point, I retorted that that behavior was unacceptable. Furthermore, he did NOT tell me that *****************************, our Operations Manager, was the single point of contact (SPOC). If this is the way his company operates, it was not specified to me.
  ************* chose to rush the plan on October 5 after my message. My message clearly had an open ended question. How do we proceed?*********************** replied:We will look into it on October 7, 2022.
  Visa Business Plan advertises on its website that they work closely with the client.
  This is what they advertise on their website:
  We have a developed an educational process that gives our clients insight into how government decision-makers think, teaches how the content of business plans can make or break a **** petition and clarifies ultimate expectations. Working closely with our clients this way takes more of our time, but our experience shows that the best results are achieved when clients are on board with us. Our client allegiance is reflected in how often clients return for renewals and refer friends and family members to help with their **** goals.
  as well as this:
  Our work will not be concluded until your attorney approves and is entirely satisfied with our business plan.
  The first step is to talk to your immigration attorney to become familiar with his/her strategy and understand what he/she wishes to find in the business plan. Then, we make an extensive evaluation of your profile and your business, which will be the backbone of your business plan. We write the first draft for evaluation by you and your attorney, will always edit as required until you and your attorney are fully satisfied, and the plan is adjusted to your expectations.
  ************* did not work with an attorney, contrary to his claim, because we did not retain one. Nor did he contact me to inquire about this.
  A disclaimer appeared at the beginning of the zoom call stating that the video call was being recorded. ************** is now stating that it is not the case.
  
  I agreed to a process where VISA Business Plans would have worked closely with me. They were also supposed to work closely with a lawyer; which, they did not do. Never once did I receive any contact from them asking about this. Then when I sent the email to ************** on October 5, 2022 with an open-ended question he chose NOT to respond.
  At this point, the relationship is irretrievably broken down. There is simply NO trust. He did NOT fulfill what he advertised. The statements he made in the reply through BBB are not what he ever stated to me.
  
  I maintain my request for a full refund.
  
  
  Sincerely,
  
  *************************