Complaint & Dispute Resolution Policy

14.1 How to Submit a Complaint

We value your satisfaction and encourage you to submit any issues or complaints directly to us so that we can investigate and address them. Complaints should be sent in writing to:

Please include the following details in your correspondence to help us investigate:

• Your full name and account email
• A clear, detailed description of your complaint
• Relevant dates, files, or interactions
• Your desired resolution
• Supporting documents (if any)

⚠️ IMPORTANT: Do not include complete Social Security numbers or payment-card numbers in emails.

14.2 Investigation Timeline & Process

Acknowledgment: LVC will ordinarily acknowledge your complaint within five business days of receipt.

Investigation: A manager or supervisor who is not directly involved in the disputed action will review the matter. The investigation may examine signed service contracts, client communications, completed service history, invoice transactions, and relevant company policies.

Response: We aim to provide a detailed written resolution within 30 calendar days of receiving your complaint. For complex cases requiring more time, we will communicate the delay and update you on our progress.

14.3 Possible Outcomes

Depending on the findings of our review, resolution outcomes may include:

• A detailed explanation of the service activity or policy
• A billing adjustment or billing correction
• A full or partial refund of service fees
• Immediate completion of any delayed or omitted service deliverable
• Adjustment or termination of your ongoing service plan
• Internal policy revisions or additional staff training

14.4 Escalation & Consumer Rights

If you are dissatisfied with our initial response, you may request an internal escalation to executive management within 15 days of receiving our response.

Nothing in our policy prevents you from exercising your rights to contact regulatory bodies at any time, including:

• Your state attorney general
• The Federal Trade Commission (FTC)
• The Consumer Financial Protection Bureau (CFPB)
• Private legal counsel

14.5 Non-Retaliation Commitment

LVC strictly prohibits retaliation. We will not deny you services, charge different rates, or retaliate in any manner because you submitted a good-faith complaint, dispute, or privacy rights request.