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Sarah,
We are always grateful for any honest feedback regarding our standard of service.
We have thoroughly reviewed your claims and they are without foundation.
You were presented with a Terms of Engagement agreement which you (your partner) signed and you have been billed in line with this Agreement.
All work undertaken prior to the date the Terms of Engagement was signed was written off, as is our normal practice.
As you know, per the Agreement you were only billed a fixed fee for Stage 1 work. You were billed a further nominal amount for a portion of Stage 2 work. The total you were billed was over $2,000 LESS than the amount you have stated.
You have been provided with a statement and itemised invoices clearly detailing services provided and amounts charged.
Members of our team have spoken with you, and engaged in detailed email correspondence with you, to work through your queries in a timely fashion.
Our admin staff are extremely experienced and are fully conversant with the company's contract and billing procedures, and to state or imply otherwise is simply untrue. As always, we are happy to speak with you further to clarify any points you are still unclear about.