I received a telemarketing call offering the food service and arranged an appointment with a sales person. I remembered my sister-in-law using their service and she had been pleased with the quality of the food and the convenience of having portion control meats and fish available in her freezer. She had her own freezer, therefore she never experienced the misfortune that others have had to endure; and I believe every word of their complaints.
I did read some of the reviews of the company and the food. Most seemed to center around the freezer issues (and we had our own) and there were a few complaints about the hamburgers, so we decided to meet with the sales person.
We met with Account Executive, John Vega on 11/29/08 and looked forward to trying the food and the convenience. Within the 3 day "contract cancellation" period, we decided that we ordered too much food. It took us until 12/22/08 to set up a new menu plan (this was due to no one from the office ever calling us back when they said they would). All calls go through the main office number and we were never given a telephone number to contact our Account Executive directly, like he cares anyway.
We were supposed to receive a call from "Lucy" by 12/23/08, to arrange our delivery. Needless to say we never heard from Lucy or anyone else for that matter. We left voice messages and sent e-mails. On 12/30/08 I sent an e-mail to Tarek Ramadan, the General Manager, outlining my problems and requesting a refund. There was no response from him. On 1/5/09 I left a message on Ipec's voice mail indicating that I wanted a refund.
Ipec left a message on my voice mail on 1/6/09 at 4:23 PM on that my order would be delivered the following day between 11 - 1 PM. I called the office at 4:50 PM and since no one answered, I left them a message that I would not accept delivery; I just want my $ back (I had been billed a $199 deposit on 12/1/08.
On 1/9/09 I finally received a call from Kim Bogerman in sales. She agreed that I had received terrible service and agreed to cancel my contract and refund my deposit.
Now the fun really begins.in addition to the deposit, my Visa is now billed $344 for the first of 6 monthly installments. Visa agreed to credit the 2 fees while I am in dispute with Ipec and they indicated that they would follow-up with Ipec after I completed a Dispute Form and provided them with documentation, which I did. Chase Visa has been great.
On 2/12 the 2 credits to my Visa were finally processed.
Low and behold on 3/3/09 I received a statement in the mail showing the next payment that will be deducted from my Visa on 3/15/09. I check my Visa account online and see a 2/15/09 charge has been deducted.
On 3/3/09 I call Oak Rock Financial. Oak Rock cannot stop the billing unless Ipec directs them to do so. I call Ipec and speak to Lucy who says she will pass the information to Helen; "Helen takes care of the billing".
I back up my discussion with Lucy with an e-mail to Helen requesting she stop my billing. And at this point I send an e-mail to John Vega, Account Executive, letting him know that I am flabbergasted that he has not attempted to reach me. There is no response.
On 3/9/09 I again call Oak Rock Financial; they still have not received any communication to stop my billing. I leave a message for Ipec that I am at the end of my rope and will report them to the Better Business Bureau and they better call me to let me know that all future billing has been stopped and my Visa has been credited for all additional deductions.
Now you know why I writing this today. I cannot believe this is happening. I cannot believe I have had to spend so much valuable time with a simple cancellation of a contract. I cannot believe that there is no one at Ipec who cares about its service or its reputation. I cannot believe that a company who treats its customers in this manner can survive.
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