Express Package and Letter sent via 2 hour courier on 1/9/06 Monday explains the situation.
To: Merle E. Schwalen, III
President, CEO
I3 Solutions
1515 Heritage Drive, Suite 110
McKinney, TX 75069
From: James xxxxxxxx (info deleted here)
Dear Mr. Merle:
Hope you had a great Christmas and New Years!
Just wanted to touch base with you on something.
On January 22, I signed a contract with Hugo Vigil to clean up our credit. I was told it would take about 8-14 months to get the bankruptcy off. I wrote out a check for $1500 to pay for it.
I have about a 3 inch stack of credit reports I have faxed since then. Over the course of this time I have talked to more people than I can remember names. Some of them are: Hugo Vigil, Dina, Jeff (Hugo's manager), Jim Dodson, etc; and multiple fax numbers.
I had very poor customer service for 5 months; from August December. I faxed a letter to you on 12/9/04; but it was picked up by one of the teams and they feverishly called me and tried to get it back on track. I let them know we were buying another home in January. Had been in current home for over 7 years and 3 children; had outgrown it. Not much had been done by January 28; when we closed on another home.
I did another credit report run myself in September to see where it all stood.
I received an email from Mike Tatman and Louis Pujol in September of last year; no correspondence since then.
I have included all the paperwork (in order by date) to give you an idea of how many pages I have faxed
At this time, I just want to get a refund check back from you all for $1,000 because I do not think the professionalism has been there I was told to expect. I know you all have done some clean up work, so I am willing to give the $500. It has been almost 6 years since we filed for bankruptcy; so I don't want to mess with faxing and faxing anymore to you all. Hope you understand my stand.
I believe you are a man of integrity and character and will consider my letter from a heart of just wanting a fair refund.
Thanks for your timely response.
P.S. You can take my example as a training tool for your teams to improve their customer service and increase their ability to help others in the future. I think you have a great company and believe it will continue to grow as you put God first.
Sincerely,
James xxxxx
This letter package has never been responded to, even though I have called repeatedly many times this year. They won't answer emails or answer the phone.
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