ComplaintsforResume Target Inc

• Initial Complaint

  03/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  In September of 2022 I paid a company called Resume Target $359.96 with my ***** ******** card. This was for a resume, cover letter, ******** being filled out, thank you notes, targeted job listings and resume distribution. This company also promises a 100% satisfaction guarantee! The draft I received was clearly written by someone who does not understand the medical field because what I told them on the phone did not match with what was written on my resume. “Clarissa” and I went back and forth for nearly two months (*** ******** ******) where I would send her sections that I painstakingly re-wrote to make sense! This is what I was paying them for. They may as well have sent me a blank template to fill in since I had to re-write all of the content! After nearly 2 MONTHS, near the end of November, “Clarissa” would not answer the questions I was sending in my emails and was consistently trying to get me to finalize the resume I was not happy with. That is when I started making calls to the company asking for a new writer. The first call was around Thanksgiving and go no response. When I called back they said I got no response because of Thanksgiving. The response to the second phone call was them saying they are sorry I was not having success finding a job! The company ignored me from then forward. That is when I tried to make a complaint to the Better Business Bureau. They responded to my complaint that they could not locate this company and suggested that I dispute the charge with my bank/credit card company. This should be the first clue that there is something ********** with this company. That is when I called ***** and disputed the charge. I sent some supporting documentation to ***** and an investigation was conducted. Then the company started responding with lies because they want to keep my money. I emailed with someone from the company who said they have completed my services, which they have not and I have proof they have not. I am locked out of their website and this person will not give me a street address with live people in it so that I can serve them with a small claims court subpoena.

  Business response

  09/05/2023

  Thank you for contacting us. We would like to clarify some misunderstandings regarding the claims raised by our client.
  
  Claim 1 – Process took too long.
  We understand that the client is unhappy with the length of the process, but we want to clarify that the delays were caused by her lack of response, which is out of our control. We sent updated documents promptly, but the client was too busy to respond for several weeks at a time. We have evidence of our correspondence with her and the delays that occurred. Despite these setbacks, we remained committed to delivering the best possible service.
  October 6 – We sent the first draft - she responded one week later on October 13.
  October 17 – We responded 2 business days after receiving her feedback with a new version of the files.
  October 18 - Her response: “Unfortunately this is going to be another crazy week. I will look at that section again and try re-working them to fit a little better. But just a heads up I won’t be able to get to that till late this week or early next week”
  November 7 - Three weeks later she sent us her feedback.
  November 8 - We replied with an updated document.
  November 13 – Client emailed us 5 days later: Hi Clarissa, I have the older versions saved at work and I won’t be back in the office till late this week to review it.
  November 17 – She sent the aforementioned file.
  November 18 - We sent her a new updated version of the files.
  
  We are providing proof of the dates of her email correspondence with her writer.
  
  Claim 2 – She re-wrote the whole resume.
  Regarding the claim that the client had to rewrite most of the content, we assure you that we take great care to create high-quality resumes and cover letters tailored to each client's specific needs. We value feedback and work with our clients to ensure that they receive the document they desire. The great majority of the content (95%+) was created by her writer, and we asked for feedback to fine-tune the document to her liking.
  We are providing her old resume plus the new resume and cover letter we created for the client.
  
  Claim 3 – We didn’t respond to her claims. Was told by the BBB that we didn’t have an account with them so she couldn’t submit a dispute.
  We would like to share that the last communication we had with the client was on November 18th, when we provided the most up-to-date version of her resume and cover letter with the edits she requested. We want to clarify that we have had a BBB account for years and have received her review through that platform. Same platform we are using now to provide this answer, so the account has always been there.
  
  Claim 4 - We are hiding our address from her.
  We also want to clarify that our address is available on our website, and we are transparent about our locations.
  
  Claim 5 – She disputed her payment with her bank.
  This claim is true. However, she left out that the feedback she provided to her bank as the reason why she disputed the payment was that “she only received a template to fill in herself”. That is why she was requesting a full refund, not a partial one.
  She claimed to her bank that she only received a template and did not receive the service we provided.
  This is not accurate, as she received the documents and worked with us for at least 2 months as she acknowledges on her own BBB dispute. ****** ***** ****** ** * **** ***** * *********** ** ********** ****** **** ***** *** ** ********** ** ***. * ** ********* a copy of her dispute with her bank where it clearly shows the reason she provided to her bank to dispute the payment.
  
  We consider the service to be completed because it was fully provided, as well as the ********** attempt to obtain our services without payment through a direct payment dispute with her bank.
  

  Customer response

  12/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Claim #1: My main complaint was never the time.  Yes it took a long time because I was re-writing passages and all they had to do was copy and paste my words into the document and then tell me to finalize the document. When I was unsatisfied with the resume after 2 months, and “Clarissa” would not answer my questions, I asked for another resume writer.  That is when Resume Target started ignoring my calls and never assigned me a new writer so we could finish the process.  It did not take me 3 weeks to respond to them.  On Nov 7th I responded with this:
  
  *** ***** * ** **********
  
  Because I had not heard from them.
  In Resume Targets response to my bank, they claimed I only asked for edits once.
  *** ****** ***** * ***** **
  
  Now they admit we went back and forth for months.  They change their story to try to blame me for delays.  Everytime I had to take a week or two to re-write passages (ie what I was paying them for) I let them know.  I have a job, I didn’t have a lot of time to correct their work.
  *** ******** ******:

  3.  ******** ****** ***** ** ******

  I asked for a lot of edits 
  
  I never heard from them again after the above until they responded to my bank.
  
  Claim #2: I did have to re-write and adjust a lot of wording that did not make sense, had grammatical errors, and had nothing to do with my actual job.  *** ***** ***** *** this example below:
  Original:
  Key Responsibilities:
  
  Strategic Planning Support: Collaborates with senior leadership to understand strategic initiatives, assessing departmental operations to improve workflow efficiency, and reporting findings to department supervisor.
  Effective Communication: Communicates with business leaders, employees, and customers to ensure delivery of innovative imaging systems, achieving goal of creating a high-growth environment that resulted in heightened customer satisfaction.
  Problem Solving Skills: Identifies a pattern in mammography and ultrasound reports for patients, providing insight into the root cause of the problem, and bolstering quality assurance efforts to ensure patient safety.
  Tasks Management: Organizes, documents, and coordinates workflow of mammography department to ensure effective test interpretation and patient care, utilizing in-depth knowledge of diagnostic radiography and mammography equipment.
  Departmental Organization: Supervises patients, technologists, and staff in a fast-paced radiology office, ensuring the highest level of professional care was provided at all times. Manages workflow of staff and patients, including regular follow-up and coordination with radiology to ensure synchronization in the scheduling of mammograms.
  Team Collaboration: Works with the team to deliver exceptional patient care, proactively identifying and communicating necessary information to ensure smooth and efficient workflow. Advocates for patients by communicating with physicians and relaying patient needs, ensuring high-quality customer service and care.
  Conflict Management: Follows up on patient payments corresponding with patients and insurance companies, working with medical billing specialist to resolve discrepancies in payment by patients and insurance companies. Remains professional and level-headed in stressful situations, serving as a calming force in a high-pressure work environment to ensure patient satisfaction.
  Software Expertise: Demonstrates solid knowledge of diagnostic imaging systems, primarily mammography and ultrasound equipment, including software used in conjunction with diagnostic machines to produce images. Utilizes ***** ** Suite and other platforms to manage and organize mammography results, developing expertise in reading mammograms and experience with new screening techniques.
  
  
  I re-submitted this:
  Strategic Planning Support: Assess departmental operations in order to collaborate with senior leadership on capital purchases to improve safety and workflow efficiency.
  Effective Communication: Communicates with Doctors, employees, and patients to ensure delivery of innovative imaging, while achieving the goal of compassionate patient care that resulted in heightened customer satisfaction.
  Problem Solving Skills: Identifies patterns in mammography, bone densitometry, and diagnostic X-ray to provide insight into the root cause of the problem, finding solutions that ensure patient satisfaction.
  Tasks Management: Organizes and supervises the patient care experience from check-in to scheduled exams through to test interpretation and follow-up exams.  (this is the cycle of patient care but if you can add or think of a better way to put this please include it here)
  Team Collaboration: Collaborates with technologists and doctors to deliver exceptional patient care, proactively identifying and communicating necessary information and patient needs to ensure smooth and efficient workflow and high-quality customer service
  Departmental Organization: Coordinates patients, technologists, and staff in a fast-paced radiology office, ensuring the highest level of professional care was provided at all times. Manages workflow of staff and patients for maximum efficiency.
  Conflict Management: Skilled at resolving conflicts that arise out of customer service related issues or administrative issues. Remains professional and level-headed in stressful situations, serving as a calming force in a high-pressure work environment to ensure patient satisfaction.
  Software Expertise: Demonstrates solid knowledge of **** **** ******** ****** *** ****** **** Systems, and ** Suite to manage daily imaging and produce results.
  
  Claim #3: * *** **** ********** ** *** *** **** **** *** * ************ ****** ******* **** **** ***** *** *******  *** ******** ******  **** ** **** * *** **** ** *** **** *** **** **** *** **** *** ********* * ******* *** ****** **** ** *****

  *** ***** **** *** ** ********** * *
  
  
  Claim #4:  When I did call the company they would only tell me they had many offices, one in Chicago, one in New Jersey, etc.  But I wanted to know where there was a physical office with employees there, and they were evasive.  I was told by the courts they are doing business in California, and New Jersey but they are not registered with the Department of Treasury in these states as they should be.
  
  Claim #5: I did dispute the charge with my bank as suggested by the BBB.  However, I never said I received a template. Someone from ***** told this company that I said “all I received was a template to fill in myself”.  This was a MISTAKE ON THE PART OF *****.  What I said was “it may as well have been a template since I re-typed all of the content myself because what they gave me didn’t make sense”.
  I also am not requesting a full refund.  I am only requesting a partial refund because I did receive a resume draft (although not one I was satisfied with and they offer a 100% satisfaction guarantee).
  I never received the cover letter, they produced that after the fact in response to the bank dispute.
  BOTTOM LINE: OF THE MAJOR COMPONENTS I PAID FOR:
   INTERVIEW WITH WRITER
  RESUME I AM 100% SATISFIED WITH
  A COVER LETTER
  MY RESUME DISTRIBUTED
  MY ******** CUSTOMIZED/OPTIMIZED
  FROM THIS LIST I REALLY ONLY RECEIVED NUMBER 1 SO I AM REQUESTING A REFUND
  OF $300 OF THE $359
  
  IN RESPONSE TO MY BANK THIS COMPANY SENT A SCREEN SHOT OF MY PROGRSS WITH THE COMPANY. 
  ***** * *
  
  RESUME TARGET PRODUCED THIS (SINCE I CAN NO LONGER LOGIN)
  THIS PROVES THAT THE PROGRESS STOPPED AT A RESUME DRAFT!  I DID NOT RECEIVE ALL OF THE SERVICES I PAID FOR.
  
  NOR DID I COMMIT CREDIT CARD *****.  I HAVE PRODUCED EVIDENCE OF EVERYTHING I HAVE STATED.

  Sincerely,
  
  **** ********

  Business response

  15/05/2023

  We addressed the customer’s complaint about the process duration by providing evidence that there was no delay on our end. The customer herself mentioned in her emails that she was too busy and unable to respond promptly due to work. She now claims the length of the process was never an issue while at the same time blaming us for her weeks-long delays.
  
  The customer's claim of having rewritten the entire document is unsubstantiated and misleading. We have provided evidence demonstrating that only a small portion of the content was modified, while the bulk of the work was undeniably carried out by our diligent team. We have already presented a comprehensive comparison between the customer's original and revised resumes, revealing stark differences that undermine her assertion.

  She now has copied and pasted a paragraph from one of the numerous resume versions we created for her as if that minor modification of a few words validates her claim of extensive rewriting of a 1200+ word document.

  The customer also now seems to accuse the Better Business Bureau and her own bank (*****) for her misguided chargeback attempt for the full amount paid for the service, and not a partial one as she this time claims she meant to submit, even though we have diligently addressed these claims in our previous response and directly communicated with her bank.
  
  Having diligently fulfilled our responsibilities, any alleged shortcomings are unfounded falsehoods intended to absolve the customer from her obligation to pay. We consider this ********** dispute an outright attempt to exploit our services without fair compensation through a direct payment dispute with her bank.

• Initial Complaint

  14/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have tried to resolve my issue with the services I bought from you to no avail. Upon purchasing the $899 service package, I have experienced the following - - a 45-minute phone interview, not a 90-minute interview as committed; - a low-quality resume and cover letter that was inaccurate, ************** looking and cluttered - resume had 37 grammar and spelling errors, the cover letter had 18 grammar and spelling errors ; - Upon calling on Feb 3 and speaking with Matt, I was told the issue would be reviewed and a resolution would be discussed with me. Instead, I heard back from the original resume writer with a request for me to send desired changes. I never heard from management, customer service or Matt again. I consulted with three Vice Presidents of Human Resources I consulted with said they wouldn't entertain the resume based on the sheer outdated layout, poor grammar, and cluttered nature of the pages. They indicated the resume looked like that of a junior-level professional, not an executive-level applicant. They ran the program through their ATS system, none of which were flagged for the primary keywords I requested Katherine - the assigned resume writer - to use. I never received a refund for the ********* profile optimization as I requested. I never received a refund for the resume distribution service to recruiters as requested. I never received a phone call to receive a partial refund for the poor quality of the initial resume and cover letter as requested.

  Business response

  28/03/2022

  Business Response /* (1000, 5, 2022/02/22) */ Hello, I appreciate the feedback that you've provided here, and I just wanted to personally let you know that we remain committed to providing a satisfactory set of job search documents that will open up the new type of opportunities that you are targeting. To start, we would like to genuinely apologize for any personal grief this situation has caused you and would like to convey our sympathy and understanding with that as we, in our personal and professional lives, are customers too. We understand that our clients have invested considerably to achieve a measurable outcome. We are here to reciprocate that investment and work with you to complete the draft. You are currently undergoing a unique career transition, and we are here to help you in any way we can with that. When you reached out to us on February 3rd expressing your dissatisfaction with the documents provided by your writer, we explained we would make sure to address them and get back to you right away, which we did. There was never a discussion or a request for a refund of any kind during this conversation. Your writer immediately reached out to you directly on the same day (February 3rd) after your call to us, hoping to be able to address your concerns in a timely manner and clarify any doubts you had about the content of the documents as revisions are a normal part of not only our service but any customized writing process. The initial telephone interview is meant to last the time that is needed for the client to be able to provide their feedback and professional experience details to their writer. Some calls take longer and some may be shorter, it all depends on how much information the client needs to convey and if any additional feedback has been provided in advance prior to the call, as that allows the writer to not have to inquire about those details but go straight to the most important information. Our call records indicate that your call was one hour in length with your writer and not 45 minutes as stated. The content errors you were referring to would only be content that MS Word highlights as suggested changes. There is a very specific way to write a professional resume when it comes to grammar, formatting, sentence structure, and word choice that on occasion can be marked by MS Word but does not make the content incorrect the way it is written. This content is also formatted in this way to be picked up by Applicant Tracking Systems and so that it is in line with standards set by HR teams. Just because this app marks them as errors it doesn't always mean that is the case - they are often just suggestions. The resume and cover letter draft content was prepared to align with the job postings you had provided our team. All the documents we provide are built to be ATS-friendly and have been built based on the recruiter, HR, and hiring manager relationships we have developed through our 18+ years in professional resume writing. This approach has led to our overall 98% interview success rate achieved as a company. A check against an ATS platform is most meaningful when done for a specific job posting the resume was built for which was not done according to your outline. It is also worth mentioning that the file sent was not the final version of the documents as all our clients go through a revision stage where we fine-tune the resume to their complete satisfaction. Each recruiter, resume writing company, colleague, friend, hiring manager, and employer is going to have their own opinion about how a resume and cover letter should be written. Since there are no black and white rules on this it often becomes a matter of opinion, to which each individual is entitled to their own about what works and what doesn't. Our approach to resume writing is based on our interactions and research with real industry recruiters and hiring managers, through which we've established proven writing, content, formatting, and presentation styles that we've incorporated into our overall resume writing quality standard. Naturally, others in the hiring and recruiting industry could value another approach that is separate from ours. This secondary opinion doesn't make our approach any less valid our theirs any more viable, but we as a company cannot refund an account each time a client receives a second opinion given how many opinions there are when it comes to resume writing. Let me reassure you that we have staked our 90-day interview guarantee on our successful approach toward resume writing, based on our applied understanding of resume writing conventions that have been used in each of your documents. Our attempts to reach you went unanswered and we only heard back from you when your bank reached out to us to inform us that you had disputed your payment on February 13th. Unfortunately, since we have received the payment dispute from your bank already, this means that this matter is now out of our Support team's hands and has now been transferred to our Accounting and Legal departments to resolve with your bank directly. At this time, we cannot provide additional support to render the services complete until this dispute has been settled. Updates with respect to the status of this dispute will be provided by your bank as progression is made with the matter. If you wish to withdraw your bank dispute and continue the process with us we'll be happy to provide further assistance and regain your status as a satisfied customer. *********************************************************************************************************************************************************** Best,

*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. ↩