ComplaintsforSelect GCR LLC

• Initial Complaint

  03/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This transaction occurred on February 21, 2024. I paid the business $7,500. The company is committed to assisting with obtaining Government Contracts. I am 100 % dissatisfied with the service. The company has yet to speak with me. They solicited their services via ***************** continuously; however, when I requested a refund, they would not answer or return my calls. The contract states you can request a refund. However, they will try to keep exhausting services and not return any of your money. I am still waiting for my refund. Do not sign a contract with this company.

  Business response

  03/01/2024

  The first thing I would like to state is this transaction occured 3 months ago, not last week. Over the last 3 months we've been in contact with our client, we've completed services, provided access to our software program, assisted with personal training sessions, and provided access to our library of manuals, documents, and training guides. Our CRM has documented over 70 contacts via emails, phone calls, and text messages. Additionally, we see dozens of page views that the client was accessing and using the training material. After resending numerous emails and showing the services, process, and point of contacts, I believe our client now has an understanding of what we've been doing, what the next step is, and whom her point of contacts are when she has questions. So, at this point I believe she is happy and wants to proceed. We have an advisor scheduling a meeting with her to recap what's been done, where were at in the process, and what's next. 

  Customer response

  03/01/2024

   
  Complaint: 21359579
  
  I am rejecting this response because: Select GCR stated that "The first thing they would like to state is this transaction occured 3 months ago, 
  not last week."  I will tell you the truth. Yes the contract was signed on December 6, 2023. After they contacted me soliciting their services. Upon reviewing the agreement, I was confident in giving their services a fair try. As outlined in the contract, which allowed me to request a refund after the 48 hour ***** Their contract states verbatim (**. Select GCR is an administrative and processing firm hired to assist client with the agreed upon services. Client understands that Select GCR will begin services within 48 hours of receipt of payment. If Client requests a refund at any
  time after 48 hours of acceptance, and Select GCR agrees to provide a partial refund, Client agrees to pay list price for
  completed and/or delivered services, and will be billed at a rate of $200 per hour for non-completed administrative
  services.) What I asked for was a refund based on line #** of their contract. First, I called the office several times, left several voice messages, requested a call via email and no one responded with a telephone call. If you pay a company $7,500 dollars it is reasonable to expect a courtesy call. I can assure you, Select GCR never dialed ************ or left any voice mails that they were responding to my call. Communications were only responded to via email. As my only option on February 21, 2024 I requested information via email asking what was the refund process. I communicated my dissatisfaction with Select GCR's services and expressed my decision to terminate the relationship. I conveyed a desire to find a resolution that would satisfy both parties. They refused to give me a refund, and this message was sent via email no call. I conveyed my intention to file appropriate complaints and speak with my lawyer. They acknowledged that I had every right to file the necessary complaints and consult with my lawyer. I proceeded to contact the BBB and a few other entities at that juncture. As of today, I haven't received a call from Select GCR. However they reached out today March 1, 2024 at 2:47pm via telephone and scheduled a review that had been discussed in an email yesterday. Given Select GCR's refusal as per the contract I have 3 options: discontinue the relationship and bear the $7,500 loss, pursue legal actions in small claims court, or continue working with them to enforce the promised guarantee for assistance and helping me to gain a government contract award.  

  Business response

  03/08/2024

  Ma'am, with all due respect, you initially stated this transaction occurred on Feb 21st, which it did not. Now you state "I will tell you the truth. Yes, the contract was signed on December 6, 2023".

  Next, you take two of our terms from our agreement and combine them for your benefit. Here are the real terms.

  **. Client may cancel signed Agreement within 48 hours of acceptance and pay Select GCR a $50 cancellation fee. Notice of cancellation must be sent via email to ******************************* After 48 hours the Agreement in non-cancellable.
  
  **. Select GCR is an administrative and processing firm hired to assist clients with the agreed upon services. The client understands that Select GCR will begin services within 48 hours of receipt of payment. If Client requests a refund at any time after 48 hours of acceptance, and Select GCR agrees to provide a partial refund, Client agrees to pay list price for completed and/or delivered services and will be billed at a rate of $200 per hour for non-completed administrative services.
  
  So, #** states - After 48 hours the Agreement in non-cancellable. #** states - If Client requests a refund at any time after 48 hours of acceptance, and Select GCR agrees to provide a partial refund, Client agrees to pay list price for completed and/or delivered services and will be billed at a rate of $200 per hour for non-completed administrative services.
  
  The key statement in #** is "and Select GCR agrees". We did not agree as a tremendous number of hours were applied to your file and numerous services were completed. But if this is the route you would like to take, I will provide you with that option.
  
  You state that you made numerous calls to us, and no one called you back. We have a CRM that documents all calls, emails, notes, etc.and yes, we see your abundance of calls to everyone in the building. What our notes state is that each of them followed policy and asked you to email support so you could have your request time/date stamped and in writing. I also know that we have been communicating with you on this matter and each response was within hours rather than within the minutes you expected it to be. But again,we have been in constant communication with you.
  
  You then state "As of today, I haven't received a call from Select GCR. However, they reached out today March 1, 2024 at 2:47pm via telephone and scheduled a review." As of today, you haven't received a call - However they reached out today????
  
  The sad thing here is that things did not go your way regarding requesting a refund, so you decided to go to every website you can and start blasting our company for no reason, thinking that was the way you're going to get your money back. We are an ethical company that has good people with families that work here, and we take pride in our service and care about our customers, but that really doesnt matter to you. To reiterate, you spoke with our consultant numerous times before making this decision. You were then sent an agreement that you read and signed. After the 48-hour grace ****** we went to work for you as requested. We followed the agreement, we put in the hours, and we completed services. Suddenly one day out of the blue you started calling everyone in the building and sending numerous emails that you want your money back without even explaining what was going on, or what you were dissatisfied with. It just seemed like something happened on your end that you needed the money back, and this was the route you were going to take.
  
  So, let's refer to #** of our agreement. I looked directly at your signed contract to see the line items and the agreed pricing, and I researched the documented time and effort that was applied to your file.
  
  Here is the breakdown:
  
  3 months of ***** = $600
  Capabilities Statement = $1,000
  2 Email Campaigns = $1,000
  Contract Bid Assistance 101 = $500
  Government Training Docs = $500
  Government Templates = $500
  
  Additionally, we see 5 different one-hour meetings with our staff and another 5 hours of administrative/processing time. All is listed below for you to view.
  
  Meeting - Analytics Review = $200
  Meeting - Analytics, Links & Video = $200
  Meeting - GPA Session = $200
  Meeting - Campaign Review = $200
  Meeting - Review of Progress = $200
  
  
  5 hours = $1,000 - Created your file and profile within our system. We invested numerous hours completing research, admin, and processing work prior to even contacting you to participate. Researched your firm to determine qualifications, checked your government profile for accuracy, and determined that your NAICS/PSCs are acceptable. Numerous hours were spent setting up your profile in the ***** program so you would receive accurate reporting for contracts and contacts. Our team searched Primes for registrations based on your NAICS/PSC's to find the best possible match. We made contact and started that process and are now just waiting on a response from you to complete.Additionally, our GPA team pulled market research, data, and reports for your firm, plus award history, expiring contracts, & competitor's profiles.
  
  **********************, when we added this up initially, we saw that your investment would be $6,100, and that you would receive a refund of $1,400.We just felt that you would gain so much more value if you would allow us to continue with the process and to complete the agreed upon services, but the choice is yours.
  
  If you would like to receive a partial refund obviously the BBB would show that we have resolved this complaint to your satisfaction. For us to process this refund you would need to document the same with your other complaints and filings.
  
  Please let us know how you would like to proceed, thanks

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