PatientMoon, Inc.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*** As long as they agree to resolve the issue and drop the chargesI understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

We'd like to submit a response to Complaint # [redacted] filed on 12/21/2016 by [redacted]. Our response is below.=== A brief background of our working relationship with our client prior to this issue arising ===* We began working with this client on January 14, 2016* Our client was provided our...

standard hourly working agreements, which she reviewed and signed prior to any work or billing* We worked together with this client through the course of January and February 2016, during which time she was billed per our hourly billing terms on 8 separate occasions, and we completed the work on our client’s website that she wanted completed at that time === The cause of this issue, as we understand it ===On November 29, our client emailed us and stated she’d like some help with the technical aspects of her website. She expressed an interest in having an estimate for completing some work on the site, or providing a tutorial so she could complete the work herself.On November 30, one of our team members replied to our client and stated that the best way for us to provide an accurate estimate was if our client informed us exactly what she wanted to change and needed help with. Our team member provided a list of detailed questions for our client to consider, as well as a recommended approach for our client to determine precisely what work she’d like completed so we could provide an accurate estimate.On December 2, our client replied with a thorough and detailed list of work, with page-by-page modifications for the site, as well as changes for the site as a whole, and several questions which she asked for feedback on.Also on December 2, our team member replied and let our client know that we had received her list, and stated that given the size of the list, we’d need to spend some time reviewing the requested changes and providing a project outline and estimate. Even though all of our work is billed on an hourly basis, and we’d worked with this client before, we always ask for explicit permission to proceed with billable work each and every time it’s requested. To that end, per our client communication standards, in bold in the email to our client, our team member asked for permission to proceed with that project planning work: “Do we have your permission to review the changes and edits you'd like to make to your site and spend 30-60 minutes providing you an estimate for the work?”Minutes later, our client replied: “Ok sure no problem! Yes of course, please review and let me know your estimate.” On December 6, two of our team members reviewed our client’s requested work list, and wrote a recommend course of action for next steps to plan the project, which we sent to our client. Since we bill for our team's time on an hourly basis, we billed for their time spent reviewing the work list, discussing their recommendation for next steps, and providing that information to our client, which turned out to be a total 30 minutes. On the basis of our impression that our client had given us permission to do that work and bill for it per our normal work and billing process, we sent our client a separate email detailing the total of the time worked, billed the account our client had provided for payment, and provided our client with an emailed receipt.Based on the client’s response thereafter, it seems the confusion and the client’s subsequent dissatisfaction arose because our client didn't realize we'd be billing for our time on that particular work.While billing for our time on an hourly basis is covered in the Agreements our client signed, and we’d worked under those terms with this client on 8 separate occasions previously, we recognize it had been quite a long while since we'd last worked together. As such, we completely understand that our client likely may have forgotten our team works on an hourly basis, and may not have understood the request for permission to do 30-60 minutes of work was asking for approval to do 30-60 minutes of billable work. We’ve made a number of efforts to resolve both this specific complaint, as well as refinements to our working process to reduce the likelihood of similar confusion with other clients. Steps We’ve Taken to Remedy the Situation and Prevent Similar Client Confusion or Dissatisfaction in the Future[redacted], who runs patientMoon, has offered as a courtesy to our client to pay the client’s bill himself out of pocket, so our team members still get paid for their time, and the client doesn’t have to pay her billOur client had her bank decline the payment for our team’s time, which caused $50 in bank declined payment fees for us; [redacted] has offered to pay those fees out of pocket as well as a courtesy to the clientWe’ve offered to provide our client a receipt clearly indicating that her balance has been paid by [redacted], and that she won’t be held responsible for the charges for the work or the bank declined payment fees, as [redacted] is paying for both himselfOur team has added refined language to our client communication standards guidelines that makes the permission request for undertaking billable work extremely explicit that that work will be billed, so that in addition to asking for permission to do work and provide an estimate of the amount of hours, we explicitly remind the client that the time will be billedOur team has added reminders about our work being billed on an hourly basis, and other reminders about how we work with clients to the emails that are sent each day that we do any work for any client, so all clients will receive brief reminders about the most critical components of our work arrangement every time we do any work together; we’ve also added information in those emails to emphasize our openness to inquiries about bills or work we’ve done, and have included an invitation in those emails for inquiring about billing whenever a client has a question; our hope is these changes will encourage clients to communicate with us directly so we can resolve any issues that ariseOur team has added guidance to our client communication standards to ensure that any client that we haven’t worked with in a while who requests work is provided a reminder of how our work is billed prior to undertaking any work[redacted] has communicated directly with our client independently of this complaint, and our client has indicated that [redacted] paying out of pocket for the work and bank declined payment fees and providing a receipt indicating that our client will not be held responsible for the charges is an acceptable solution. So while we’re disappointed that our client felt the need to file a complaint instead of working with us directly to reach a resolution together, we’re hopeful that once this Revdex.com complaint is closed, we can enact the proposed solution and resolve this issue for our client. We make tremendous efforts to continually refine our client communication standards and our work processes — refining our client communication is a core job responsibility of each and every one of our 9 team members — so we appreciate the opportunity this issue has provided to make our client communication even clearer to prevent future miscommunications, and we hope the details we’ve provided about this issue are helpful for the Revdex.com.  We look forward to resolving this issue, and await communication from the Revdex.com on the next step. Thanks in advance for your help!Enjoy your weekend, and have a safe and happy New Year's Eve!-[redacted]patientMoon Wellness Marketing[redacted] [redacted] [redacted] [redacted] [redacted]