• Report: #706678

Complaint Review: Ovni Wholesale

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  • Submitted: Wed, March 16, 2011
  • Updated: Tue, May 03, 2011

  • Reported By: Meeg — Boston Massachusetts United States of America
Ovni Wholesale
Las Vegas, Nevada United States of America

Ovni Wholesale Adult turnkey superstore Compromising credit cards and refusing to return attempts to contact about canceling services Las Vegas, Nevada

*UPDATE Employee: We reply & strongly disagree with the various erroneous accusations!

*UPDATE Employee: We reply & strongly disagree with the various erroneous accusations!

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So the back story of my involvement with the company:

My mother had used them for her ebay business and saw they had a turnkey option and thought it would be a good idea for me to try, since I am disabled and cannot work your typical position. After investing about $500 for them to build the website and get everything set up, I started running into problems.

First, their customer service is terrible. They never answer the phone and NEVER call you back. You have to e-mail them or fill out a form and wait for them to get back to you, and they do not if it is concerning financial mistakes they make.

They make you buy a low-grade security certificate through them, but the just 'suggest' you buy it through them on the website. I got a better certificate for cheaper through another company and the refused to generate the code so I could apply it to my website. I had to cancel my order and make a new one through them, delaying the opening of my website while they were still charging my account for fees.

The 'turnkey' website is full of errors. From coding mistakes to omitting words and letters, making it not-so-much turnkey when you have to go through and edit every single piece of text they put in.

When I was finally good to go, and had an order to my website, there isn't supposed to be a drop shipping fee for turnkey customers through their wholesale site. They tell you how to bypass it, but their method does not work, and they never got back to me about refunding me the fee because their guide was incorrect.

I had created a paypal credit card specifically for this company, and I only ever used it through purchasing with this company and only one time. A few days later there was an attempt to purchase plane tickets through the Emirates airline on that card. None of my other cards have been compromised.

Finally having had enough, I contacted them both by phone and e-mail to cancel my turnkey services and never heard back from them. I had to call my bank and cancel my debit card just to get them to stop taking money out of my bank account.

Stay well away from these guys. 100% ripoff.

This report was posted on Ripoff Report on 03/16/2011 09:34 AM and is a permanent record located here: http://www.ripoffreport.com/r/Ovni-Wholesale/Las-Vegas-Nevada-/Ovni-Wholesale-Adult-turnkey-superstore-Compromising-credit-cards-and-refusing-to-return-a-706678. 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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Updates & Rebuttals

#1 UPDATE Employee

We reply & strongly disagree with the various erroneous accusations!

AUTHOR: Chris S. - (United States of America)

To all interested parties,

We would like to start off by saying that we strongly disagree with the
various erroneous and highly misleading accusations made by the anonymous
poster. Furthermore we will demonstrate that the claims as they pertain to our
business practices (as claimed by this "unknown poster") actually
fall into the legal category of libel, under US law and we are seriously
looking into it.

The definition of libel is defamation that is written. Slander/libel can
include any false statement which does injury to a person's business or
personal reputation and can relate to the companies character, morals,
ability, business practices, or financial status. The victim of slander/libel
(that's us) has the legal right to file a civil lawsuit against the person who
committed the slander/libel to seek compensation for their damages. We have
current legal counsel looking into this and are prepared to take any legal
actions necessary to protect and clear our good name.

Trust us when we say if we were running an operation engaging in the types
of unscrupulous business practices that this anonymous poster has made here of
our business, we would never be able to maintain the excellent A rating with
the Better Business Bureau that we have enjoyed for several years now. We would
also add that we are voluntary members of Internet e-commerce watchdog
ValidatedSite.com. ValidatedSite.com verifies that organizational and website
information available online meets or exceeds the strictest standards of ethics
and business practices. They too would not allow us to post their official seal
on our web properties if in fact we were engaged in the types of unethical
practices as claimed by the anonymous poster.

To date, this poster has chosen to make these false accusations anonymously
so we have no way to research our customer records so that we may first find
out if this is even a real customer of ours, or quite possibly an unscrupulous
competitor etc. This way we could go back and analyze the experience with this
alleged customer, and present our findings here so that any interested party
can make up their own minds, fairly and transparently, which by the way is how
we have always done business.

That being said however, we will address the claims that the anonymous
poster has made (point by point) which should thereby introduce serious doubts
as to the credibility of their claims. In a court of law, if a witnesses is
called to testify, and it is demonstrated that even just one claim can be
proven false, those considering all the claims have a duty to question the
accuracy, honesty and thereby the very credibility (and lack thereof)of the
entire witness testimony. If but one falsehood can be demonstrated clearly, in
a US court of law that witness would be labeled, not credible and their
entire testimony most likely thrown out.

We now address the anonymous posters claims below.

The customer states:

"They never answer the phone and NEVER call you back. You have to
e-mail them or fill out a form and wait for them to get back to you, and they
do not if it is concerning financial mistakes they make."

Our reply to that claim: 

If a customer points out any type of "financial issue" which
rarely happens or any other issue for that matter, we always move promptly to
settle any issues that may arise. So the customer's claim that we somehow don't
get back to our customers when it pertains to financial mistakes specifically
is simply false. Furthermore any financial questions can be and are most
certainly discussed and taking care of through telephone communication.

The poster also conveniently leaves out the fact that we have live chat
which is also available to anyone who visits our sites including our existing
clients of course.

Furthermore, contained within our policies provided to the customer when
they first begin with our services clearly states the following:

Begin Policy excerpt:

"We offer "Help Ticket" tech support for this system only.
We do not offer telephone tech support for this system at this time. If you
call seeking tech support, you will be directed to use the email ticketing
system explained here, as our phone representatives are not trained technically
to offer tech support. You will post all tech support questions at the help
desk, and we will respond promptly to your issue. Help ticket response times
will vary based on the current volume we may be experiencing at that time.
Typically we respond within a 12 to 24 hour period. During times of unusual
workloads this response time can be longer. If you don't want to wait, you will
most likely find your answer in the Knowledge Base area."

End Policy excerpt:

The customer states:

"They make you buy a low-grade security certificate through them, but
the just 'suggest' you buy it through them on the website."

Our reply to that claim: 

Stating that we "make you buy a low-grade security certificate"
through us is also a false and misleading statement.  We dont make the customer buy anything. That
is just rubbish. We offer military grade, third party 256-bit SSL encryption
certificates that are approved and accepted by Visa and MasterCard American
Express and Discover, worldwide. In addition the SSL certificates we issue
provide a $10,000 warranty against any breach in security due to any
transactions made through their site. In over 16 years providing our services
we have yet to have one security breach.

The customer states:

"I got a better certificate for cheaper through another company and
the refused to generate the code so I could apply it to my website. I had to
cancel my order and make a new one through them, delaying the opening of my
website while they were still charging my account for fees."

Our reply to that claim: 

We offer our SSL certificates on our website solely as an optional
purchase. If the customer chooses to use another SSL certificate, that is
perfectly fine by us. But to claim that we refuse to generate code so that the
customer could apply it to their website is simply rubbish.

The customer claims:

"The 'turnkey' website is full of errors. From coding mistakes to
omitting words and letters, making it not-so-much turnkey when you have to go
through and edit every single piece of text they put in."

Our reply to that claim: 

An additional false claim (made by the poster) that our shopping cart has
"coding mistakes and omitted words" and the need to "go through
and edit every single piece of text they put in." is bordering on
ridiculous as anyone who visits our website (including you) can inspect our
online demo cart (an exact version of what the customer receives) for as long
as they wish. One can peruse that demo site until the cows come home and they
will NOT find ANY coding errors. So that claim is just plain bogus and grossly
misleading to say the least.

The customer claims:

When I was finally good to go, and had an order to my website, there isn't
supposed to be a drop shipping fee for turnkey customers through their
wholesale site. They tell you how to bypass it, but their method does not work,
and they never got back to me about refunding me the fee because their guide
was incorrect.

Our reply to that claim: 

The claim that our drop ship bypass button on our wholesale website does
not work is simply a false statement. Simply because this individual may not
have known how to use it properly, does not make it a function that is not
working properly. We currently serve over 11,000 wholesale clients worldwide,
with any number of them regularly placing orders through our site. To date we
have received NO complaints on the drop ship bypass button. And if we did, wed
simply address it. And anytime we receive a complaint or an issue with the
customer, we always reply in a timely manner. We have been doing business
online since 1995, and taking care of our customers and any issues they may
have is something we look forward to.

Again we would not be able to maintain an "A" rating with the
Better Business Bureau if what this anonymous poster claims was being done by
us on a regular basis.

The customer claims:

I had created a PayPal credit card specifically for this company, and I
only ever used it through purchasing with this company and only one time. A few
days later there was an attempt to purchase plane tickets through the Emirates
airline on that card. None of my other cards have been compromised.

Our reply to that claim: 

We take serious issue with this anonymous poster and/or anyone else for
that matter that would falsely imply that our organization is in any way shape
or form connected with credit card fraud in the purchasing of plane tickets. We
find this troubling absolute rubbish. They have no way of proving that the
breach of their alleged credit card (if the story is even true, and we have our
serious doubts) was due to using that card on our site, and had anything to do with
the attempted purchases of plane tickets through the Emirates Airline or any
other purchases for that matter.

And obviously if it were plane tickets through the Emirates Airline in most
likely had to do with an individual or individuals based in the Middle East. We
are based in the United States of America.

Furthermore, credit card purchases and or fraud can be traced through IP
address. So anyone with decent IT skills could do a simple trace route and find
the geographical location of the individual/s who attempted the fraudulent
purchases. We have executed tens of thousands of e-commerce credit card
transactions for customers worldwide for over 15 years and have never been
accused of this type of behavior.

And so to the anonymous poster, we encourage you to reply to our rebuttal
here and provide your information so that we can identify you within our
records. It is the least you can do if you are going make such slanderous/libel
accusations. And we have consulted with legal counsel on this matter and are
prepared to move forward to defend our good name immediately.

The customer claims:

Finally having had enough, I contacted them both by phone and e-mail to
cancel my turnkey services and never heard back from them.

Our reply to that claim: 

Yet again, the anonymous
poster is making a false claim and/or they did not read our clearly posted
policies carefully, take your pick. In our posted policies which can be viewed
in their entirety directly on our site: http://adultturnkeysuperstore.com/help.php?section=conditions
the following is clearly spelled out under CANCELLATION PROCEDURE:  section 5.

"The notice of
termination by e-mail or phone is not acceptable, NO exceptions!"

The anonymous poster yet
again makes another claim stating:

"I had to call my bank
and cancel my debit card just to get them to stop taking money out of my bank
account."

This also is yet another
false statement. Reason being when our clients sign up part of their service
comes with a "Account management area" which we provide them with
their own username and password login area. The customer will use this area to
communicate with us on all issues pertaining to their site, including but not
limited to updating, changing, or DELETING their credit card information we
have on file. Thus, by deleting their credit card information would proactively
prevent our automated billing system from continuing to build a credit card.
The customer always has full control of their billing. So again for the
anonymous poster to claim that they had to contact their bank to get us to stop
billing them is simply not true.

Or perhaps they did not
clearly read the instructions on how to use the account management area we
understand that this is certainly not outside the realms of possibilities. That
being said our system is fully automated and computerized and will continue to
bill the client unless a formal notice of cancellation has been submitted to us
via the terms of the agreement and or the client Pro actively enters their
account management area as described above and simply removes the credit card
information from their account area which they could do at any time 24/ 365
days a year.

In closing we feel we have
been as forthcoming as we possibly can without having any specific records to
review as a result of the anonymous post. The nature of our business is such
that we must nurture, grow and maintain strong relationships with our clients
both newly acquired and those who have been with us for many years in order to
continue our strong growth as a company.

We believe that by serving
the customer's needs first, our business will also serve its associates.

Ultimately in the end you
must be the judge, analyze the data, and trust your own instincts. But as you
conclude your research into our company, please remember there is no way we
would be able to maintain our excellent "A" rating with the Better
Business Bureau over the years, if we were treating our customers as badly as the
anonymous poster claims. We clearly provide a direct link to the Better
Business Bureau and validated site.com on our websites, and we invite you to
visit the page the Better Business Bureau has posted of our company for your
verification:

http://www.bbb.org/southern-nevada/business-reviews/internet-services/ovni-holdings-in-las-vegas-nv-76795

P.S. there also appears to
be a common thread throughout the anonymous posters complaints in that they
were not getting replies from us via e-mail. It is quite possible and not
unusual that our e-mail replies were landing in said posters spam folder. We
have found over the years, in particular those new to the Internet and/or not
as experienced, don't know to look in their spam folders for e-mails that they
are expecting. Hence they never get them in some get the impression that they
are not being replied to. This very well could have been part of the issue
dealing with the feeling of non-communication. Justin added thought as we have
no way to check this for sure as the poster is anonymous and we have no way to
look up any records on this alleged former customer, if they in fact truly
exist and were a one-time customer of ours. We invite the anonymous poster to
come forward in a reply to our rebuttal here, so that we made thoroughly review
the records and would be happy to present them here as a follow-up.

Anyone who has any questions
regarding our company, products and services can do so from our website.

Kind regards,
E.L.G.
Ovni Holdings, LLC

 

 

 

 

 

 
Respond to this report!
What's this?

#2 UPDATE Employee

We reply & strongly disagree with the various erroneous accusations!

AUTHOR: Chris S. - (United States of America)

To all interested parties,

We would like to start off
by saying that we strongly disagree with the various erroneous and highly
misleading accusations made by the anonymous poster. Furthermore we will
demonstrate that the claims as they pertain to our business practices (as
claimed by this "unknown poster") actually fall into the legal
category of libel, under US law and we are seriously looking into it.

The definition of libel is
defamation that is written. Slander/libel can include any false statement which
does injury to a person's business or personal reputation and can relate to the
companies character, morals, ability, business practices, or financial status.
The victim of slander/libel (that's us) has the legal right to file a civil
lawsuit against the person who committed the slander/libel to seek compensation
for their damages. We have current legal counsel looking into this and are
prepared to take any legal actions necessary to protect and clear our good
name.

Trust us when we say if we
were running an operation engaging in the types of unscrupulous business
practices that this anonymous poster has made here of our business, we would
never be able to maintain the excellent A rating with the Better Business Bureau
that we have enjoyed for several years now. We would also add that we are
voluntary members of Internet e-commerce watchdog ValidatedSite.com.
ValidatedSite.com verifies that organizational and website information
available online meets or exceeds the strictest standards of ethics and
business practices. They too would not allow us to post their official seal on
our web properties if in fact we were engaged in the types of unethical practices
as claimed by the anonymous poster.

To date, this poster has
chosen to make these false accusations anonymously so we have no way to
research our customer records so that we may first find out if this is even a
real customer of ours, or quite possibly an unscrupulous competitor etc. This
way we could go back and analyze the experience with this alleged customer, and
present our findings here so that any interested party can make up their own
minds, fairly and transparently, which by the way is how we have always done
business.

That being said however, we
will address the claims that the anonymous poster has made (point by point)
which should thereby introduce serious doubts as to the credibility of their claims.
In a court of law, if a witnesses is called to testify, and it is demonstrated
that even just one claim can be proven false, those considering all the claims
have a duty to question the accuracy, honesty and thereby the very credibility (and
lack thereof)of the entire witness testimony. If but one falsehood can be
demonstrated clearly, in a US court of law that witness would be labeled, not
credible and their entire testimony most likely thrown out.

We now address the anonymous
posters claims below.

The customer states:

"They never answer the
phone and NEVER call you back. You have to e-mail them or fill out a form and
wait for them to get back to you, and they do not if it is concerning financial
mistakes they make."

Our reply to that
claim: 

If a customer points out any
type of "financial issue" which rarely happens or any other issue for
that matter, we always move promptly to settle any issues that may arise. So
the customer's claim that we somehow don't get back to our customers when it
pertains to financial mistakes specifically is simply false. Furthermore any
financial questions can be and are most certainly discussed and taking care of
through telephone communication.

The poster also conveniently
leaves out the fact that we have live chat which is also available to anyone
who visits our sites including our existing clients of course.

Furthermore, contained
within our policies provided to the customer when they first begin with our
services clearly states the following:

Begin Policy excerpt:

"We offer "Help
Ticket" tech support for this system only. We do not offer telephone tech
support for this system at this time. If you call seeking tech support, you
will be directed to use the email ticketing system explained here, as our phone
representatives are not trained technically to offer tech support. You will
post all tech support questions at the help desk, and we will respond promptly
to your issue. Help ticket response times will vary based on the current volume
we may be experiencing at that time. Typically we respond within a 12 to 24
hour period. During times of unusual workloads this response time can be
longer. If you don't want to wait, you will most likely find your answer in the
Knowledge Base area."

End Policy excerpt:

The customer states:

"They make you buy a
low-grade security certificate through them, but the just 'suggest' you buy it
through them on the website."

Our reply to that
claim: 

Stating that we "make
you buy a low-grade security certificate" through us is also a false and
misleading statement.  We dont make the
customer buy anything. That is just rubbish. We offer military grade, third
party 256-bit SSL encryption certificates that are approved and accepted by
Visa and MasterCard American Express and Discover, worldwide. In addition the
SSL certificates we issue provide a $10,000 warranty against any breach in
security due to any transactions made through their site. In over 16 years
providing our services we have yet to have one security breach.

The customer states:

"I got a better
certificate for cheaper through another company and the refused to generate the
code so I could apply it to my website. I had to cancel my order and make a new
one through them, delaying the opening of my website while they were still
charging my account for fees."

Our reply to that
claim: 

We offer our SSL
certificates on our website solely as an optional purchase. If the customer
chooses to use another SSL certificate, that is perfectly fine by us. But to
claim that we refuse to generate code so that the customer could apply it to
their website is simply rubbish.

The customer claims:

"The 'turnkey' website
is full of errors. From coding mistakes to omitting words and letters, making
it not-so-much turnkey when you have to go through and edit every single piece
of text they put in."

Our reply to that
claim: 

An additional false claim
(made by the poster) that our shopping cart has "coding mistakes and
omitted words" and the need to "go through and edit every single
piece of text they put in." is bordering on ridiculous as anyone who
visits our website (including you) can inspect our online demo cart (an exact
version of what the customer receives) for as long as they wish. One can peruse
that demo site until the cows come home and they will NOT find ANY coding
errors. So that claim is just plain bogus and grossly misleading to say the
least.

The customer claims:

When I was finally good to
go, and had an order to my website, there isn't supposed to be a drop shipping
fee for turnkey customers through their wholesale site. They tell you how to
bypass it, but their method does not work, and they never got back to me about
refunding me the fee because their guide was incorrect.

Our reply to that
claim: 

The claim that our drop ship
bypass button on our wholesale website does not work is simply a false
statement. Simply because this individual may not have known how to use it
properly, does not make it a function that is not working properly. We
currently serve over 11,000 wholesale clients worldwide, with any number of
them regularly placing orders through our site. To date we have received NO complaints
on the drop ship bypass button. And if we did, wed simply address it. And
anytime we receive a complaint or an issue with the customer, we always reply
in a timely manner. We have been doing business online since 1995, and taking
care of our customers and any issues they may have is something we look forward
to.

Again we would not be able
to maintain an "A" rating with the Better Business Bureau if what
this anonymous poster claims was being done by us on a regular basis.

The customer claims:

I had created a PayPal
credit card specifically for this company, and I only ever used it through
purchasing with this company and only one time. A few days later there was an
attempt to purchase plane tickets through the Emirates airline on that card.
None of my other cards have been compromised.

Our reply to that
claim: 

We take serious issue with
this anonymous poster and/or anyone else for that matter that would falsely
imply that our organization is in any way shape or form connected with credit
card fraud in the purchasing of plane tickets. We find this troubling absolute
rubbish. They have no way of proving that the breach of their alleged credit
card (if the story is even true, and we have our serious doubts) was due to
using that card on our site, and had anything to do with the attempted
purchases of plane tickets through the Emirates Airline or any other purchases
for that matter.

And obviously if it were
plane tickets through the Emirates Airline in most likely had to do with an
individual or individuals based in the Middle East. We are based in the United
States of America.

Furthermore, credit card
purchases and or fraud can be traced through IP address. So anyone with decent
IT skills could do a simple trace route and find the geographical location of
the individual/s who attempted the fraudulent purchases. We have executed tens
of thousands of e-commerce credit card transactions for customers worldwide for
over 15 years and have never been accused of this type of behavior.

And so to the anonymous
poster, we encourage you to reply to our rebuttal here and provide your
information so that we can identify you within our records. It is the least you
can do if you are going make such slanderous/libel accusations. And we have
consulted with legal counsel on this matter and are prepared to move forward to
defend our good name immediately.

The customer claims:

Finally having had enough, I
contacted them both by phone and e-mail to cancel my turnkey services and never
heard back from them.

Our reply to that
claim: 

Yet again, the anonymous
poster is making a false claim and/or they did not read our clearly posted
policies carefully, take your pick. In our posted policies which can be viewed
in their entirety directly on our site: http://adultturnkeysuperstore.com/help.php?section=conditions
the following is clearly spelled out under CANCELLATION PROCEDURE:  section 5.

"The notice of
termination by e-mail or phone is not acceptable, NO exceptions!"

The anonymous poster yet
again makes another claim stating:

"I had to call my bank
and cancel my debit card just to get them to stop taking money out of my bank
account."

This also is yet another
false statement. Reason being when our clients sign up part of their service
comes with a "Account management area" which we provide them with
their own username and password login area. The customer will use this area to
communicate with us on all issues pertaining to their site, including but not
limited to updating, changing, or DELETING their credit card information we
have on file. Thus, by deleting their credit card information would proactively
prevent our automated billing system from continuing to build a credit card.
The customer always has full control of their billing. So again for the
anonymous poster to claim that they had to contact their bank to get us to stop
billing them is simply not true.

Or perhaps they did not
clearly read the instructions on how to use the account management area we
understand that this is certainly not outside the realms of possibilities. That
being said our system is fully automated and computerized and will continue to
bill the client unless a formal notice of cancellation has been submitted to us
via the terms of the agreement and or the client Pro actively enters their
account management area as described above and simply removes the credit card
information from their account area which they could do at any time 24/ 365
days a year.

In closing we feel we have
been as forthcoming as we possibly can without having any specific records to
review as a result of the anonymous post. The nature of our business is such
that we must nurture, grow and maintain strong relationships with our clients
both newly acquired and those who have been with us for many years in order to
continue our strong growth as a company.

We believe that by serving
the customer's needs first, our business will also serve its associates.

Ultimately in the end you
must be the judge, analyze the data, and trust your own instincts. But as you
conclude your research into our company, please remember there is no way we
would be able to maintain our excellent "A" rating with the Better
Business Bureau over the years, if we were treating our customers as badly as
the anonymous poster claims. We clearly provide a direct link to the Better
Business Bureau and validated site.com on our websites, and we invite you to
visit the page the Better Business Bureau has posted of our company for your
verification:

http://www.bbb.org/southern-nevada/business-reviews/internet-services/ovni-holdings-in-las-vegas-nv-76795

P.S. there also appears to
be a common thread throughout the anonymous posters complaints in that they
were not getting replies from us via e-mail. It is quite possible and not
unusual that our e-mail replies were landing in said posters spam folder. We
have found over the years, in particular those new to the Internet and/or not
as experienced, don't know to look in their spam folders for e-mails that they
are expecting. Hence they never get them in some get the impression that they
are not being replied to. This very well could have been part of the issue
dealing with the feeling of non-communication. Justin added thought as we have
no way to check this for sure as the poster is anonymous and we have no way to
look up any records on this alleged former customer, if they in fact truly
exist and were a one-time customer of ours. We invite the anonymous poster to
come forward in a reply to our rebuttal here, so that we made thoroughly review
the records and would be happy to present them here as a follow-up.

Anyone who has any questions
regarding our company, products and services can do so from our website.

Kind regards,
Chris Stewart
Ovni Holdings, LLC
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