Company Response
4/30/2025
Lydia contracted our services on January 29th, 2025 for editing her dissertation. She made a 50% down payment on this date, and her order was scheduled to be returned to her by February 12, 2025. Her service order is attached. On February 10th we returned her materials to her two days ahead of the agreed schedule, but she did not pay her balance due. Our policy is that clients pay prior to receiving finished work (as is clearly laid out in the attached service order), but we sent her completed work prior to receiving her final payment by accident. We assumed she would pay her balance, as every other client we have worked with would do and did not think much of it. Notably, in her statement to you, she claims that she hasn't paid the balance on her order because the work was incomplete; we had not sent her an "unmarked" file. We are surprised by this claim since we did send this document, and all other deliverables for her order, to her by email on February 10th. We can forward this email to you. She also replied to this email with a single line: Thank you. Are you able to create a powerpoint presentation for me base on the content in my dissertation?Moments later, Lydia phoned our main line to ask questions about our dissertation defense (Powerpoint) preparation services. During this call, we highlighted to her that we had not yet received her balance payment. Contrary to the complaint she has filed with you, she claimed during this call to have already paid her balance and she promised to send us proof via email of having made that payment. At no time during this call did she offer any complaint about the quality of our work or about not receiving all the deliverables for her editing order. Dr. Ian Bailey texted Lydia a link to the description of our defense prep service at 2:54 PM ET during the call summarized above. That was the last time we heard from Lydia. After that date, we called, texted, and emailed her several times. I have attached a document containing our email communications to her, and another one that details attempted call summaries and text messages sent to her. As you can see from our attempts to reach out to her, we were concerned for her well-being. We were concerned that something might have happened to her, that perhaps she was hospitalized, or otherwise unable to return our calls, texts, and emails. Prior to your most recent email, we were unaware that she was unhappy with the editing work we completed for her. Indeed, as you can see from the email and phone-call logs we have provided you with, instead of complaining about our services, she inquired about placing another (Powerpoint presentation) order with us. We therefore had no reason to think she was intentionally ignoring our communications. We were concerned for her well being, and we did not contact anyone other than Lydia about her project without notifying her numerous times in advance. At this moment, it is still unclear to me why she has reached out to you instead of us. We have had so many opportunities to resolve the issue. At this time, I simply seek to resolve this complaint using the facts laid out in this correspondence, and to preserve our company's reputation.
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