On December 15, 2007, I purchased a Cash Flow Optimizer, Business Credit and 3 classes; Options Trading, Stock Boot Camp, Real Estate1, from The Financial Edge company , at a price of $10.100 (copy of the agreement attached).The purchase agreement was made at company presentation in Toronto Ontario. The product was sold to me by Russ Anderson and John Hyland.
Following are the issues I have experienced with the company:
- Delivery issues
Late/non-delivery of product / services
Did not provide the product / services with in 5-7 days
- Costumer service issues
Failure to provide promised assistance or support for products or services
Failure to respond to phone calls or written requests for assistance or support
Inappropriate behavior by customer service personnel
- Contract issues
Failure to honor a contract agreement
Synopsis of events:
Hyland and Anderson assured that somebody will be contacting us with in 3-5 days to set up our account. Anderson provided his personal phone number (801)735-0447, in case we have any questions or concerns. He stated that "we at financial edge are like family, we take care of each other, and if you need any thing you can call me at any time".
We did not hear from the company again. On January 2, 2008 we contacted the company at their office number (801) 495-1329, and we learned that "the papers got mixed up" and that we were not found on the company system. We placed several follow up calls to learn that the company did not have us on file. I contacted Anderson, We spoke and he assured me that somebody will be contacting me promptly, and that I need to be patient. He stated "more importantly we need you to introduce new people to the company".
We did not hear from the company again. On January 13, 2008 I attended the Financial Edge presentation that was being held in Toronto, in search for some answers as to why its taking so long to set up the account with the company. At the presentation I spoke with Anderson and Hyland. I expressed my concerns and they assured me that somebody will contact me soon.
On January 15, 2008, one month after the initial transaction was done I was contacted by Kevin from the company on behalf of the CFO (cash follow optimizer) one of 5 products we purchased. He took my information, and asked me to send him a signed copy of a contract. I never sent the signed copy of the contract, nor did I ever use the product. At this time I did not feel confident in the company, and I was going to wait until all products are derived to me until I signed another contract.
I have contacted Anderson, regarding the remaining product/services. And each time he assured me, not to worry, and that the product will be deliver shortly. In the past 2 months I left over 30 messages on his voice message advising him that I have a problem with the company and I provide him with my contact information, he has never returned my calls. On one occasion (mid February) when I contacted him he picked up his phone and said that he was very busy but he will look after me. I have never heard from him again.
Since beginning of February I also contact the main office. Each time I spoke with a receptionist "Tiara" and I expressed my concerns stating that the product/services have not been delivered. The receptionist would advise me to speak with a supervisor, Marty White. Each time I attempted to speak with Marty I was advised that he is either: out of the office, sick or on lunch. I left several messages (over 40), asking him to return my call. Until today I have never spoke to Marty.
On February 8, 2008, I have sent a registered letter advising the company that I would like to cancel my services and that I would like a full refund (copy of the letter attached). Since February 8, I have called the office almost every day to follow up, and each time I'm advised that I need to speak to a supervisor, Marty, and that he is unavailable at this time. Also, I have sent an e-mail, detailing my concerns, to John Hyland and Costumer care. I have never heard back form any one.
On March 28, 2008 I submitted a complaint with the better business bureau.
On April 14, I have received a written response from The financial edge (copy attached)
I am very disappointed with financial edge. I feel that they are not treating me with equality. I have invested a large sum of money in the company, and I have not seen any results. I have been meet with very unprofessional costumer service. The failure to respond to my call is frustrating. The non delivery of the products upsets me. I have been suffering from painful headache, upset stomach and luck of sleep because of the issues that I have been experiencing with the company. On the other end, I m suffering financially because my money is tied down and at a high interest rate. I m very unhappy and feel that I have been mistreated as a costumer.