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:07/27/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 December 1, 2021 I signed a proposal to have Twisted Pair Technologies create a mobile app for me. The proposal included app creation, design and publishing on android and iOS platforms. On December 10th I paid the deposit (half of the total balance) to have them begin, the remaining balance wouldn't be due until the completion of the app. After several months of calls and emails back and forth, with several weeks in between sporadic promising of updates on the progress, mock ups, etc, as of July 27, 2022 I've not seen anything resembling what I asked for or what was promised. I sent an email today on July 27th requesting a refund of the money I paid to Twisted Pair Technologies because I've lost confidence that they have the ability to deliver what was asked for. A refund of the ********* that I paid would allow me to find a different company to provide me with what I should have received from Twisted Pair Technologies according to the proposal.

  Business Response

  Date: 08/17/2022

  Business Response /* (1000, 5, 2022/08/03) */ Contact Name and Title: ****** ***** App Dev Contact Phone: XXXXXXXXXX Contact Email: *******@theconnectapps.com Dear Customer, Thank you for your inquiry. We take customer satisfaction very seriously. First, I would like to apologize for the frustration you've been experiencing with this application design and development process! From the beginning of every software development process, we try to make clear how grueling the software process could be. I want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services for the better. We're always appreciative for the customers that choose us to make their software dreams a reality, and we'd like the opportunity to resolve all your concerns. Here is a breakdown of services already paid for and what was rendered: App Total Cost: ****** Total Down payment of **** ********* on 12/10/2021 Outstanding payment of **** ********* Broken down into Labor Hours @ ******** Hours Rendered: 62 hours Billable Service Hours: ********* The following Mobile App Design services for **** have been completed and are non-refundable: Wire-Framing -Research and Analytics -Design Storyline and Processing Board - Technical Mind Mapping - Ui/UX Design - Live Demo - Demo Graphical Design *could increase with more complex applications Overhead cloud hosting fees of **** have been accrued and are non-refundable: A prorated refund of ******* is available to you, and if accepted, we will process this refund immediately to your invoicing system that you sent to our email before this complaint was filed. As a courtesy, we have gifted you with the app source code. This will make bringing your idea to life at Godspeed! We are truly apologetic for the experience that you have had with this process and hope to offer you better services in the future. Best regards, ****** ***** Consumer Response /* (3000, 7, 2022/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The proposal I signed made no mention of "billable hours" therefore that piece of information is irrelevant to my complaint. I do not trust the "app code source" that was provided and I fully intend to hire another company to create my app from scratch. Why would I feel confident about the level of work you put in to it after being told for 8+ months, every 5-6 weeks that you were encountering problems with the design and the code? The bottom line is, you weren't able to deliver what I asked for, and weren't willing to admit that this project was beyond what you were capable of providing. You continued to send me renderings that were not even close to what I asked for. I was more than patient throughout this process, and I lost out on professional opportunities as a result, having been invited to speak at events which I'd intended to promote my app that was being developed. I can't get back the time, opportunities and lost revenue that I might have been able to get but I'm not asking for that. I will however, concede to the "overhead cloud hosting fees of ****** that are non-refundable. The only refund amount acceptable to me is *********** which is the amount I paid minus what you claimed to be non-refundable. Business Response /* (4000, 9, 2022/08/12) */ Please review the attached Agreement in terms of your refund. Thank You Consumer Response /* (2000, 11, 2022/08/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the proposed solution of a ****** refund.