Complaints

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.

• Initial Complaint

  Date:11/14/2023

  Type:Product 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.

  On 12/23/22 I purchased a Career resume service package from Revamped by AM, a company I found on social media. The 5 items I purchased as part of my package were 3 documents (Resume, Cover ****************** Sheet) and 2 services (LinkedIn Profile Revamp & 12 Job Application Submissions). During our initial consultation on 12/29/23 Revamped by AM's owner stated their typical turnaround for services was 2wks but that they would be able to at minimum return my resume within 4-5 bus. days given time sensitivity of a particular job post I wanted to apply for. This was not rendered, as promised by the merchant. During the 2wk turnaround time frame the merchant only delivered 1 out of 3 purchased documents - a 1pg resume rough draft that contained errors & omitted key information - and fulfilled neither of the 2 services purchased as part of my order. The merchant was non-responsive to my inquiries for several days and did not send the purchased resume, cover ****************** sheet items until *after* I filed a charge dispute with my credit card company, because the 2wk turnaround time had passed. The 12 job application ********************* profile services were never fulfilled, despite my having paid in full for these. The merchant claimed to have emailed final *********** applications within the two week turn around on 1/11, but when I asked them to forward a copy of said email as proof, they refused. On 1/17/23 they also stated they had not begun the **************** because they were waiting on login credentials, but the merchant acknowledged receipt of LinkedIn login credentials on 12/31/22. The merchant then illegally advised my bank that they had rendered all services in full when they unequivocally had not. As a result, I was charged the entire purchase amount, when I did not receive my entire order, and the deliverables I did receive, were sent after 2wks when I requested to cancel. The merchant has a fake business address but their phone # is **********.

  Business Response

  Date: 11/14/2023

  To whomever this may concern, 
  
  Please allow me to address each point raised in the complaint:
  
  1. Regarding the no-refund policy, it was clearly communicated to the client, *************** that all sales were final. I have outlined this policy on my website, the *** section of my website, the notice at the end of the receipt that clients receive, and again reiterated this policy and ensure that it was fully acknowledged during our initial consultation on December 29th, 2022. 
  
  2. The business address provided is accurate, and the phone number *************) is indeed correct. 
  
  3. I want to clarify that I did not illegally advise any bank regarding service completion. The bank requested evidence, and I submitted documentation supporting the completion of services, which ultimately led to their decision in my favor on April 10th. In fact, I had no communications with her bank. This is not a standard procedure in consumer banking. All of the information that I submitted was submitted through my payment processor, Square.
  
  4. In her claim to her bank, ************ selected the reason for her dispute was: ******** claimed goods or services were not as described. in the client onboarding document she was made privy of the my work and what a sample resume looks like.    
  
  5. My time is valuable, and the consultation fee covers a significant portion of the service. Further documentation indicates her satisfaction with the resume content, as evidenced by your positive feedback. As explained to her and outlined on my website, the first part of the process is confirming that all of the variables on the resume are correct. Being that a resume is the backbone of my operations, it is imperative that I get everything correct before moving on to next steps. 
  
  6. On January 18th, I offered a resolution, stating that I would gladly issue a refund for the remaining balance, that being the job board in which you ************ claims she never received. That email went unanswered, to which she then began a dispute with her bank. 
  
  Reiterating my commitment to resolving any outstanding concerns, I share that **************** communication, aimed at finding a resolution, has unfortunately taken an accusatory tone. Despite my sincere efforts to provide solutions, her recent emails express a lack of interest in any further assistance from Revamped.
  
  In her correspondence, she stated, "Im not interested in a file or anything else Revamped has to offer at this point, because it is now very apparent that you are lying." It wasnt until November 14th, *************************************** other words, my last correspondence with her was more than eight months ago. 
  
  I emphasize that my commitment to resolving matters remains unchanged. I hold all documents ************ paid for, and she previously acknowledged satisfaction with these documents. For the portion of the service related to application assistance ($112) I am willing to consider a refund.
  
  Should you require additional support or clarification, please don't hesitate to reach out directly. My goal is to bring this matter to a resolution that concludes and dignifies our communication.
  
  Best regards,
  
  
  ****************

  Customer Answer

  Date: 11/16/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  In reply to the merchants response, I have attached PDFs of our email correspondence thread to substantiate my complaint & display the merchants repeat and insidious misrepresentation of facts. I reject all attempts at resolution that do not include a full refund of my purchase.
  
  I consented to the merchants No Refund Policy under the implied warranty that the goods & services purchased would be delivered. The merchant, however, breached this contract when after informing me of their standard 2wk turnaround during our initial phone consult and email correspondence, they failed to deliver services they received payment for within the agreed upon time frame. Of the (5) items purchased only (3) deliverables were rendered - the resume, cover letter & reference sheet. Not only were these rendered outside of the prescribed 2wk time frame with errors and unapproved edits, but they also were not delivered until after a request for refund was made on 1/17/23 - more than 2wks after the order commenced on 12/29/22. As mentioned previously, the (2) remaining service deliverables - job app submission & LinkedIn profile update - were never rendered, despite being paid for. Deliverable delay & incomplete service alone, prompted my decision to file a charge dispute with my credit card company the afternoon of 1/17/23, prior to notifying the merchant later that evening.  
  
  When made aware on 1/17/23 at 7:15P/EST of my dissatisfaction with not having received final draft documents or any updates on the service portion of my order after the 2wk service time frame had already passed, the merchant responded immediately at 7:19P/EST stating, I messaged on January 11th with the final files, including your two page resume. As you agreed prior to booking, I do not issue refunds. The merchant went on to state, "I'm more than happy to resend [files] as I  await your LinkedIn." I assumed this sentence was an oversight on the merchant's part because I'd already sent my LinkedIn login credentials as part of the client on-boarding process.  Still upon receiving this reply, I then waited briefly for the merchant to re-send or forward the files they stated were previously sent on 1/11. I received nothing.
  
  While awaiting the merchants email, I combed through my primary & spam email inboxes & still found no emails from Revamped containing final files, despite their claim this was sent on 1/11/23. It was only upon reviewing mine and the merchants email thread, and seeing where Revamped confirmed receipt of my LinkedIn login credentials on 12/31/22, but was now stating in their email reply on 1/17/23 that they were still awaiting this information, that I realized Revamped had potentially undermined my trust as a consumer.
  
  Stating theyd emailed files there was no record of them having sent and claiming they had not received order details they had previously confirmed receipt of, were two impudent fabrications the merchant had volunteered within minutes of receiving my refund request email on 1/17/23. Instead of acknowledging the service delay and easily re-sending/forwarding files purportedly sent prior, the merchants first response was to 1) refute my claim and 2) imply that inaction on my part - not sending login credentials - was why the **************** portion of my order had not been fulfilled. At that time, Revamped still had not addressed the incomplete job app submission service I also purchased as part of my order.
  
  At 8:37P/EST on 1/17/23, after waiting 1hr and 18min (since the last email at 7:19P/EST) for the merchants re-sent/forwarded email from 1/11/23 and still receiving nothing, I emailed the merchant again and suggested they download the 1/11/23 message & attach it in reply to our email thread, as confirmation deliverables were sent on 1/11/23. I never received a 1/11/23 email forward or attachment from the merchant indicating files were delivered on schedule.
  
  It was not until 10:08P/EST on 1/17/23 - nearly 3hrs from the merchants reply email at 7:19P/EST stating they would happily re-send what they delivered on 1/11/23 - that the merchant sent a zip file containing the 3 documents purchased. Neither the resume, cover letter nor reference sheet contained in the zip file, received my final review and approval before being sent over as final files. On 1/7/23 I provided the merchant with edit suggestions for a resume rough draft but never received an update file before 1/17/23. In their 10:08P/EST email the merchant was now citing an intern, and not the owner of Revamped themselves as they previously stated at 7:19P/EST, had sent over final files on 1/11/23, and that this was the possible reason for delay. Also in this email the merchant went on to state, Lastly, for your ** (LinkedIn), please let me know if you are able to see those changes. If you are not, while I await your response, I will log out and let you login. 

  I was absolutely floored.  
  
  This now marked the 4th blatant fabrication by the merchant, because if you recall, not only did they previously state just a few hours earlier that they sent the files themself, but they ALSO stated they were still awaiting my LinkedIn login credentials at 7:19P/EST. And now at 10:08P/EST they were asking if I could see changes theyd made inside my LinkedIn??

  I changed my LinkedIn password on 1/17/23 prior to contacting the merchant and I notified them I had done so in the email I sent that evening at 8:37P/EST. With this statement the merchant was now displaying sociopathic levels of lying. I suspected they were being fraudulent before, but this confirmed it and they werent even fabricating in step with the lies theyd previously told. They were trying to cover their tracks in the event of a credit card dispute, and apparently, it worked.
  
  The lapse in time from when the merchant was first notified I hadnt received files & wished to be refunded at 7:15P/EST to the files they delivered at 10:08P/EST, lends credence to no files ever being sent by the merchant on 1/11/23 as previously claimed. Given the merchants documented track record of bad lying these documents were likely never completed and were still being drafted between 7:19P/EST & 10:08P/EST on 1/17/23. Corroborating evidence of this is, the 2 services purchased - job app submission and LinkedIn - were also never rendered prior to 1/17/23.
  
  Given each of the outlined instances of Revampeds deceptive business tactics - from blatantly lying about deliverable statuses to also lying to my credit card company about fulfilling their end of the no refund policy service agreement - I declined the merchants attempted resolution of performing additional job app submissions at no charge. Their lies were already documented, so how receiving more bad service from the merchant would act as a viable solution, is still unclear.
  
  If ethical business and fair trade were Revampeds overall intent, then in the nearly 12mos. since my initial purchase, as a lawful & honest merchant, Revamped would have automatically issued refunds for goods & services it received payment for, but did not render. Instead they drafted emails pretending they had done work they never delivered and still refuse to produce evidence of having completed. As of 11/16/23, Revamped has yet to issue any refund for the LinkedIn Update & *************** services it did not perform.
  
  In closing, I require a refund because the final files rendered by Revamped on 1/17/23 were outside of the agreed upon 2wk time frame and are not usable as the documents contained multiple errors and did not receive my final approval before being sent. The LinkedIn Update & *************** services were never rendered. Revamped by AM, overall, did not provide the career assistance I trusted and paid them for when I enlisted their services. Scope nor schedule were adhered to. As a result, I require and expect to be refunded by Revamped for my entire purchase.
  
  
  Regards,

  Joi

   

   

  Business Response

  Date: 11/19/2023

  The client, having agreed to the final terms and policies of the booking, is informed that the refund policy clearly states that all sales are final. Despite being invited to open a claim with her bank, with the provided proof of the call, deliverables, and additional information, the firm stance is maintained. The option remains for her to reopen the claim for her bank's investigation or accept the previously offered refund amount. It is noted that several months have passed since initial contact, and in the interest of resolving the matter, the client is encouraged to pursue one of the available options promptly. The services rendered, including a resume, cover letter, and reference sheet valued at $450, are integral to the transaction.

  Customer Answer

  Date: 11/27/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I fully reject the merchants insubstantial attempts at resolution. Based on the merchants response it seems theyre unaware that the premise of this BBB complaint was less about seeking fairness from a company whod already blatantly defrauded its customer, and more about showcasing in a public forum just how staunch the merchant is in its deceit, greed, & overall sense of entitlement to unearned payment at their customers expense. 
  
  This is the BBB review I wish Id found prior to booking with Revamped by AM. Im careful to add the AM because Revamped is a pretty generic term & I want to be very clear about who & what Im referring to. If the general public gathers anything from this entire complaint it should be the following:

  1. Despite illegally advising me & my credit card company otherwise, Revamped did not render the services it received full advance payment for, within the 2wk turn around period the merchant established.

  
  2. Of the 5 deliverables purchased, the merchant only delivered 3, and this was *after* the 2wk time period lapsed and *after* I, as a result, disputed the charge w: my credit card company.

  
  3. The 2 remaining services were never fulfilled despite Revamped stating via email in one instance that a) they *had* completed the work, and b) in another instance they *had not* completed the work because they didnt have the credentials needed to do so. They also stated they sent emails via Huntr database, which to this day, they have yet re-send or forward. This merchant lies - a lot - and never did get their story straight. 

  4. Despite multiple requests from me the customer, no evidence of deliverables being sent within the 2wk service turnaround period has ever been provided to me by the merchant - not at the initial time of dispute & not in the nearly 12mos. since 1/17/23. The merchant provided my credit card company with a timestamp free email showing document files were sent & the very beginning of our email conversation thread (when I was still optimistic the merchant would fulfill their end of our service agreement). My credit card company wrongly allowed this to suffice as proof the merchant had rendered service and was owed payment.

  5. If the merchant is this iron clad about adhering to its No Refunds/All Sales Final policy, it then begs the question - why do they continue to offer a partial refund for the 2 service portions of my order purchase? They stated in the email thread they also completed the work for these services, as ****** why would the merchant continue to offer a partial refund work they "completed", if they are a No Refunds/All ******************** They're unwilling to prove the 2 services purchased were ever completed, because they're unable to reasonably do so. And that is why they're offering a partial refund. 3 document files being delivered is easier to confirm via screenshot. [P.S. Again, as a customer I never refuted that Id consulted w: the merchant via phone as Revamped foolishly implied, nor did I deny that they sent documents. But as the complaint email thread pdf bears witness to, final documents were sent only on 1/17/23, well after the merchant's prescribed 2wk turnaround period.]

  6. Finally, as previously noted, if the merchants intent was to fairly & ethically deal with me as a customer, then the refund it repeatedly offers, despite vehemently claiming to be an All Sales Final business, would have been returned by now in the nearly 12mos. since Revampeds owner willingly chose to defraud me for work they know they did not complete, but still claims they have. The merchant's insubstantial partial refund offer is a feigned resolution attempt that is a subtle, yet very clear, admission of guilt, more than anything else. The merchant repeatedly offers this, in hopes that my acceptance will rid them of culpability in defrauding me for my entire purchase. See through.
  

  In closing, since the merchant seemed confused earlier about what is & what isnt considered illegal in business transactions, fraud according to ************* law is defined as "false representation concerning a material fact made with knowledge of its falsity & with the intent to induce action in response to it; and [the person defrauded] reasonably relied on the representation as true and acted on the representation to its damage."

  Not to fret, however...and now I'm speaking directly to the merchant...because I have given ample time for this grievance to be rectified and yet you still chose to insult both my energetic currency and intelligence as a customer who paid you in advance as a genuine show of support for Revamped by AM as a woman/minority owned business...you will find out just how illegal misrepresenting information to me & my credit card company for financial gain at my expense, really is.

   

  ***************