Emergo Group

Sent: Friday, May 19, 4:PM Subject: Revdex.com Case # [redacted] - Overstock Auto LP Good afternoon *** Thank you for your orderMy apologies for any inconvenience this has caused youAfter further investigation, I show our customer service rep that was handling the situation at the time did not follow the proper protocolMy apologies for thisThe rep was a new hire, however, he is no longer here due to issues that were encounteredIn this particular order, it seems as if the carrier did not pick up the package from the warehouseAgain, my apologies this order was not handled in the proper mannerGenerally, if the order is refunded, we advise our customers to reorder the itemIf the item is at a higher price, we have them contact us so we can issue any price discrepancies and honor the original sale priceThe customer service agents and supervisors are typically not authorized to modify prices on the listing itself, however with approval from the office manager, they can most certainly issue a partial credit on the new orderMy sincerest apologies that your experience with our company has been less than satisfactoryWe attempted to rectify the issue and honor the sale price for the item, however we were advised you no longer needed the itemWe offered a 25% discount on any future order for any item in our store, if you were interested in giving us a second chance to make things rightPlease do not hesitate to contact us if you feel there is another resolution that best suits youThank you and have a wonderful day -- Taylor S [redacted] Manager

We regret this customer’s complaint, which is duplicative of one we already addressed directly with them An expert distribution consultant (with decades of experience in that field) provided the services as set forth in the proposal agreed to between the client and Emergo, and personally expended more than twenty hours of work on the project up to the point of the client’s cancellation The product the client wishes to distribute is unique, and the consultant devoted himself fully to the challenge presented by this project After discussions with various potential distributors, Emergo advised that a non-traditional distribution approach would most be most likely to succeed The client was not receptive to that prospect and opted to cancel the project after receipt of the interim report, as was its right In good faith, Emergo agreed to waive the payment that the client originally had agreed to pay upon delivery of the interim report, and also waived the charges associated with the cancellation (which were properly due because the time expended by the consultant exceeded the amount covered by the client’s initial deposit) However, Emergo does not also provide refunds for work that was professionally performed in accordance with the accepted proposal, simply because the client did not get the answers for which it hoped As a consultant, Emergo performs quality work and provides quality advice, but ultimately cannot (and does not) guarantee a particular outcome that is entirely dependent on a third party (such as whether a distributor wants to distribute a particular product in the manner hoped for by a client) As professional consultants, we aim to provide the best possible advice to our clients, and would not be able to do so if our payment were contingent on providing only the answer a client desired at the outset In this case, we worked hard to identify solutions for the client’s consideration and performed to professional standards We regret this client’s disappointment, as Emergo always strives to meet and exceed our client’s expectations, but respectfully disagrees with the premise and content of their complaint

Complaint:
I am rejecting this response because: Emergo's claims that it engaged an expert were overstated and that the expert expended over hours are overstated. I attach the "interim report" which was due per the contract around week or 4, and which arrived on week In the report, it shows that expert found companies which to engage with (out of the 10,claimed in the proposal) Of those 10, expert discovered two were no longer in the business, and won't work with non-German speaking companies Since we speak German, it would have been appropriate to discuss further, but expert said it wasn't a good fit So 30% of the companies on their list were not a good fit to begin with I could have opened my Schillinger World Directory of Medical Distributors and started cold calling with similar results Emergo claimed they had relationships with these distributors and the fact that they are calling companies that are out of business or "not a good fit" suggests they are not the experts they claimed.I also take issue with the claim that more than hours were spent on this project The interim report shows that a total of actual substantive conversations, left messages, and email/voice mail messages were done on our behalf It is difficult to understand how this would take the hours claimed. If I had contracted with someone to find an expert plumbing contractor because of a complicated bathroom project and they claimed that they knew all the right guys and could --for a fee-- get me in touch with the perfect 2-from which I could choose, and then come up with none and still take my fee, I think most people would object to this way of doing business This is what Emergo did, and I am going public with this complaint because I think other people should see what they promised and what they actually did (contract and interim report attached) Instead of hiding behind the fine print ("oh no, we didn't guarantee you anything") they should send back the deposit and own up to the fact that they are not as expert as they had claimed,and that they did not expend the effort they had promised.
Regards,
*** ***

For reasons outlined in our previous response, we disagree with this complaint and with this individual’s understanding of what transpired.  We do not expect further back-and-forth with this individual to be fruitful, and accordingly decline to do so.

Revdex.com: I sent 13 messages through [redacted] and a couple phone calls trying to correct this problem and several requests for a manager. There are numerous reports of the same problems happening to many people. Trying to correct the issue a month later helps in no way to make up for the lost time and money.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,

Sent: Wednesday, May 17, 2017 4:30 PM Subject: Revdex.com Case # [redacted] - Overstock Auto LP Dear [redacted], I want to sincerely apologize for any inconvenience this issue may have caused you. According to my research, our records show our company issued a full refund for this order.  Here is the...

[redacted] transaction id for your records:[redacted]. Please do not hesitate to contact us if we can be of any further assistance. Thank you and have a wonderful day! Jessie [redacted]

Sent: Friday, May 19, 2017 4:09 PM Subject: Revdex.com Case # [redacted] - Overstock Auto LP Good afternoon [redacted]  Thank you for your order. My apologies for any inconvenience this has caused you. After further investigation, I show our customer service rep that was handling the situation at the time...

did not follow the proper protocol. My apologies for this. The rep was a new hire, however, he is no longer here due to issues that were encountered. In this particular order, it seems as if the carrier did not pick up the package from the warehouse. Again, my apologies this order was not handled in the proper manner. Generally, if the order is refunded, we advise our customers to reorder the item. If the item is at a higher price, we have them contact us so we can issue any price discrepancies and honor the original sale price. The customer service agents and supervisors are typically not authorized to modify prices on the listing itself, however with approval from the office manager, they can most certainly issue a partial credit on the new order. My sincerest apologies that your experience with our company has been less than satisfactory. We attempted to rectify the issue and honor the sale price for the item, however we were advised you no longer needed the item. We offered a 25% discount on any future order for any item in our store, if you were interested in giving us a second chance to make things right. Please do not hesitate to contact us if you feel there is another resolution that best suits you. Thank you and have a wonderful day.  --  Taylor S[redacted] Manager

We regret this customer’s complaint, which is duplicative of one we already addressed directly with them.  An expert distribution consultant (with decades of experience in that field) provided the services as set forth in the proposal agreed to between the client and Emergo, and personally...

expended more than twenty hours of work on the project up to the point of the client’s cancellation.  The product the client wishes to distribute is unique, and the consultant devoted himself fully to the challenge presented by this project.  After discussions with various potential distributors, Emergo advised that a non-traditional distribution approach would most be most likely to succeed.  The client was not receptive to that prospect and opted to cancel the project after receipt of the interim report, as was its right.   In good faith, Emergo agreed to waive the payment that the client originally had agreed to pay upon delivery of the interim report, and also waived the charges associated with the cancellation (which were properly due because the time expended by the consultant exceeded the amount covered by the client’s initial deposit).  However, Emergo does not also provide refunds for work that was professionally performed in accordance with the accepted proposal, simply because the client did not get the answers for which it hoped.  As a consultant, Emergo performs quality work and provides quality advice, but ultimately cannot (and does not) guarantee a particular outcome that is entirely dependent on a third party (such as whether a distributor wants to distribute a particular product in the manner hoped for by a client).    As professional consultants, we aim to provide the best possible advice to our clients, and would not be able to do so if our payment were contingent on providing only the answer a client desired at the outset.  In this case, we worked hard to identify solutions for the client’s consideration and performed to professional standards.  We regret this client’s disappointment, as Emergo always strives to meet and exceed our client’s expectations, but respectfully disagrees with the premise and content of their complaint.

Complaint: [redacted]
I am rejecting this response because of the reasons in my previous email which emergo did not refute
Regards,
[redacted]