Complaints

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• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair 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.

  I hired a virtual assistant through The VA Group in the fall, the person was not reliable and extremely difficult to communicate with. When I asked for a refund per the initial trial, the company refused and insisted I try their services again, they promised better support, more supervision of the VA and everything they could to address my concerns. They ultimately did none of those things as an organization. I was told at that time it would be 30 day notice if I wanted to cancel in the future. After 6 months of working with a new VA, who did an OK job, I sent and email to the only email I could find on their website and on my invoices to please call me so I could discuss canceling and how it would impact the VA as I was trying to cancel my service but look out for the best interest of the actual VA with whom I have been working. My email was not responded to, a week later when I found old emails and more contacts at the company, I reached out again. This time I was responded to and then told based on my timing of request I was days late on canceling and would be enrolled in a new 3 month contract. After providing documentation of my original email which was within the time frame to cancel, "upper management" came back and said because they didn't get the email they would not honor that and I would be required per the contract to pay for another 3 months and once again tried to sell me on all the things they can do to improve my experience. I feel this companies policies, sales practices and contracts are designed to harm their customers (me in this case) and do not act in good faith for standard acceptable business practices.

  Business Response

  Date: 03/28/2025

  Hello ****,
  
  Thank you for your communication, and for allowing us the opportunity to address the concerns you have raised. At The VA Group, we prioritize client satisfaction and clarity in our agreements, and we aim to resolve any issues according to our established policies.
  
  Review of the ***************************** Experience: We regret that your initial experience with our services did not meet your expectations. In response, we reassigned a new VA and provided one month of complimentary service in 2024 to ensure a better fit and demonstrate our commitment to your satisfaction.
  
  Service Enhancement: Additionally, we upgraded your new VA to a Tier 3 Project Manager at no extra cost, aiming to provide a higher level of expertise and support for your projects.
  
  Cancellation and Refund Request: We understand that you are seeking a settlement through a refund. However, as per Section VI.N. of our Service Agreement, we maintain a strict no-refund policy for any payments made under this agreement, including but not limited to upfront payments, hourly rates, and biweekly ********. This policy was acknowledged and agreed upon at the start of our engagement and is integral to the financial arrangements underpinning our services. Notably, in cases where a VA is intended to be replaced, we pause billing, and replace the VA, and in your case, we provided one month of free service.
  
  Cancellation Notice: Our records indicate that we did not receive a written notice of cancellation sent to ************************************************************* within the required 14-day period before the contract renewal date, which is necessary to avoid auto-renewal.
  
  Proposed Resolution: While we cannot offer a refund due to the explicit terms of our agreement, we are willing to make an exception to our auto-renewal policy to prevent further charges. We will ensure that your contract does not renew and will coordinate the offboarding of your VA by April 6.
  
  Direct Contact for Further Discussion: To discuss this matter further or to address any additional concerns, my CIO, Razelyn, will contact you directly. Our goal is to resolve this matter constructively and to your satisfaction within the constraints of our agreed-upon terms.
  
  Conclusion: We value your business and regret any misunderstandings regarding our policies. We are committed to resolving this matter in a manner that respects both your expectations and the contractual obligations agreed upon.
  
  Thank you for your attention to this matter, and we look forward to resolving it positively.
  
  Sincerely,
  *****