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Business Profile

Laboratory Research

Ora Lee Smith Cancer Research Institute

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Laboratory Research.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/12/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    I have contacted them three times on their contact page to cancel my monthly donation payments and they havent been canceled nor have they responded to my requests.

    Business Response

    Date: 07/22/2024

    This is an unfortunate misunderstanding that is not based on facts. Not only did my team respond to ******************** within the same business day of receiving her email, her recurring donations were canceled, and her refund was processed in 3 business days. I have attached proof to support my statements that include the PayPal transaction log showing the entirety of ************************ donation history (now $20.50 since the $10.25 refund on 4/1/2024), another PayPal statement showing the details of exactly when the refund was processed on April 1, 2024, and an email exchange between ******************** and my team. Not only did we process her request in a timely manner, we responded to her email to confirm that the refund was processed. She never responded or emailed us again, so we concluded that this matter was resolved on April 1, 2024, per our records. If she has a complaint, it should be with MobileCause who processes our donations and may have received her emails before or after the emails attached in this record. Our team responded to her request in a timely manner so for her to report us to the BBB to request a refund for all three of her donations is unreasonable especially since she has already received a refund for one of her three donations. We responded to her email and refunded one donation on 4/1/2024. If she wasn't satisfied with our response, she could have simply responded to our emails and given us an opportunity to make it right, but she never responded to our emails. We have no record of any other attempts to communicate with us besides what is attached to this response. There is no fraud here because she entered her credit card information voluntarily to donate to our nonprofit organization. According to her email on March 28, 2024, in her own words, "I contacted you before my 3/04/2024 donation payment, after my donation payment was taken out and now again on today." The gap in logic here is that the records show that her recurring donations were processed on the 5th of each month, so when we refunded her donation on 4/1/2024, that refund was applied to the March donation. She did not initially have a request to refund her original donation (January) or the February donation, which totaled $20.50. I cannot agree to refund her more than what she has donated because she is upset that we didn't respond to emails that were not sent to us. Again, this is an unfortunate misunderstanding that does not accurately align with the facts. Hopefully, ******************** will review her records and abandon this complaint immediately.

Ora Lee Smith Cancer Research Institute is NOT a BBB Accredited Business.

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