• Report: #730365

Complaint Review: Turnkey Web Tools

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  • Submitted: Tue, May 17, 2011
  • Updated: Sat, May 21, 2011

  • Reported By: Jennifer — slc Utah United States of America
Turnkey Web Tools
11622 El Camino Real #100 San Diego, CA 9213 San Diego, California United States of America

Turnkey Web Tools TWT, Turnkeywebtools , Suncart , Sun Cart Scam - Rip-off Trickster Company Says They have a 14 Day Guarantee But GOOD LUCK GETTING IT! DONT trust them for anything they sell San Diego, California

*Author of original report: Matter Resolve

*REBUTTAL Owner of company: TWT Responce

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Hi there;

April 3rd 2011 when me and my husband purchased a product from TWT (turnkeywebtools).  We bought the product, and did not receive access to it until the 5th and we were unable to actually load the product until the 7th, due to non release of a code we needed - but thats neither here nor there - because after just 1 day of using the product of a 14 day trial, we decided not to use the product (due to bad customer support - rude workers at support center and high cost for
simple product)

8th of April: - we decided to get our money back;

We called customer support to tell them that we wanted our
money back.  They said that we would have to fill out a cancellation form that was located on some dark corner of their
website but I managed to find it after some time of looking for it.  I downloaded it - filled it out and had to fax it in.

That night after looking at the form we noticed a number on the form that said:"Cancellation Reference Number" and it dawned on us that this was a number that they were going to need and they would wait days and days before they let us have this number so we immediately called them and asked what this number was; and sure enough it was a number that was necessary in getting our papers submitted.  They told us that they could not help us over the phone but that we had to contact them via E-Mail (Please note: This was the same man on the phone that told us
that we needed to download the form from their website.) Why did he not volunteer the info when I had first called him, in the first place?

we emailed them requesting the release number.

8th of April 10PM:- At the end of the day we finally received the message asking: "Perhaps there is something that we can help you with? Please let us know if we can be assistance."  To which I responded NO just release the
number.

9th of April 4:22PM: - They finally get back to us with the number and they advise us to look over the documents carefully so we did.  and then we looked again. We were to send the paper by fax after completing it in full and signing it.  There was a space in the PDF document that said that we could sign by Digital Signature which has to be added by code to
the PDF Document purposefully.  - So we digitally signed it and sent it off via E-FAX.

We then sent message after message from the 9th on to be sure they got my fax and that everything was ok.

It wasn't until the 11th that I actually received an email saying: "Your fax has been received and everything looks fine.

I emailed them one more time on the 12th to make sure everything was still ok to which they replied: "As we stated in our last message to you, we will contact you if there are any issues. Refunds are processed within 10 business days."

13th - "It turns out that there is an issue with your request. Can you please sign the document and re fax it. You still have until next week to get the form sent in but I would advise doing it as soon as possible."  We signed it and
re-faxed it.

I didn't hear from them until the 20th saying that they received the fax and they would let me know

And again on the 20th we finally received confirmation that we were going to receive our refund within 10 days

We never did and they are not responsive to emails or my phone calls unless I call from other phones and then they just put us on hold and hang up on us after like 20 minutes. 
 

This report was posted on Ripoff Report on 05/17/2011 03:11 PM and is a permanent record located here: http://www.ripoffreport.com/r/Turnkey-Web-Tools/San-Diego-California-/Turnkey-Web-Tools-TWT-Turnkeywebtools-Suncart-Sun-Cart-Scam-Rip-off-Trickster-Compa-730365. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 0Consumer 1Employee/Owner
Updates & Rebuttals

#1 Author of original report

Matter Resolve

AUTHOR: 84119 - (United States of America)

I contacted the owner and the matter has been resolved amicably - Direct contact is a must in some matters and I admit to some fault for being passive and not contacting the owner to begin with - This was a complicated refund and the owner should have been made aware of sooner. 

He is a nice guy. 
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#2 REBUTTAL Owner of company

TWT Responce

AUTHOR: Turnkey web tools, inc. - (U.S.A.)

Just wanted to take a moment and file a response regarding our policies and the claims made by this customer. First of all, our policy is completely clear on what it takes to request and receive a refund. We honor the guarantee as long as all steps are followed and the intellectual property destruction forms are completed and faxed correctly.

Now, most of the statements made by the customer are correct, although there are a few miss representations that I should bring up.

1. It does not say anywhere on our intellectual property destruction form that digital signatures are accepted. Forms must be hand signed and it even states that the forms should be printed and signed.

2. On April 12 we notified you "It turns out that there is an issue with your request. Can you please
sign the document and re fax it. You still have until next week to get the form sent in but I would advise doing it as soon as possible." to which you responded back on April 17th. Finally, on April 19th you faxed the request to us signed. Unfortunately by then, you were already past the 14 day money back guarantee cutoff.

3. We notified you after your inquires that you had faxed the request in too late. "We are looking into this for you but from what I can tell, the fax that you sent originally did not have a valid signature. We then notified you that week that we needed a valid signature in order to process the refund byt we did not receive that until after the 14 day money back guarantee mark. I will look into this further to see if anything can be done and get back to you ASAP."

I am not sure why you feel we did not honor our policies in this case. We have explained this to you via your requests and phone calls many times.
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