Parasol Leads

Review: Last fall I called to change my leads from life insurance to medicare supplement and the Parasol lead representative told me that the change was made. The leads were to be emailed to 2 different email addresses. One is my main email address, and the other to an email address that was set up only for Parasol leads. During the medicare annual election period I turned on my leads. My main email account, [email protected], never received any leads. I called the first part of the year to find out why I never received leads. I was told that my $300 in the account to pay for leads was gone. It was used to pay for life insurance leads in AZ. Not only did they send the wrong leads (life not medicare supplement) I never got any emails for the new wrong leads to my main email address. When I complained, they said it was my fault, that I did not set up the medicare supplement leads. That is impossible. After I called to ask that my leads be changed from life to medicare supplement, a medicare supplement tab appeared on the page to activate the leads. They did that. I didn't. I have now idea how do that. I selected the medicare supplement tab when I turned on the leads during medicare's annual election period and they gave me life leads instead and din not send them to both emails. I cannot comprehend how this could possibly be my fault. I don't want a refund. All I want is $300 dollars worth of medicare supplement leads in MI like I ordered. They are refusing. I wouldn't mind continuing ordering leads from them, but they need to fix their mistake and take care of their customer.Desired Settlement: Just send me the correct number (I had around a $300 balance) of MI medicare supplement leads like I ordered instead of insisting on sticking me with $300 of AZ life leads that I did not order and did not even know existed at the time.

Business

Response:

We do not have any record of this client contacting

us to change his leads from life insurance to Medicare supplement insurance

leads. All requests for filter set

changes or filter set additions are made through the client’s back office

system, through their “contact us” button.

Filter set change/addition requests are handled by our technical

department, and we did not receive any filter set change/addition

requests from this client.

Adding a new filter set to a client’s account is a

lengthy process. The client would need

to submit the request through their back office, and then correspondence would

go back and forth between the client and our technical department, to find out

what filters to put in place. For example,

we would need to know the maximum number of Medicare insurance leads that the

client wants delivered to them per day, and/or maximum number of leads they

want delivered to them per week. We

would also need to know what days of the week the client wants to receive these

leads, and what times of the day the client would like to receive these

leads. We would also need to know what

states & what zip codes the client would want the leads from…or if there

are any zip codes that they don’t want leads from and wish to exclude. We would also need to know the ages of the

leads that the client wants…so for example, do they want leads that are between

64 ½ and 65 years old, or between 64 ¾ and 65 ¼ years old, or 65 years old to

65 ½ years old, etc. We would also need

to know whether or not the client wants leads that are considered “smokers” or

“non-smokers”. Once our technical

department receives this information from the client, they setup the filter set

with the requested filters, and then they send an email to the client, asking

them to verify that the filter settings are correct. If they are correct, then the client is

instructed to activate their account. None

of these steps happened with this client, because we did not receive any

kind of instruction from the client to add a Medicare filter set.

Yet on the other hand, on 11/25/13 at 7:50:14 am PST,

the client went in to his account to change his personal settings. He

changed his “primary lead type” from “life insurance” to “Medicare

insurance”. This is not a filter

set change, nor a request to add a Medicare insurance filter set to his

account. We have proof within our system

that he made this change to his personal settings. He then re-activated his account that same

day at 7:50:49 am PST (which by the way, had been temporarily paused since

8/7/12…for over a year). We then

delivered 12 life insurance leads to him at a cost of $35 each from the time

period of 11/25/13 to 1/21/14. His

account balance was then diminished to $20.50 after those leads were delivered

to his account.

Regarding the client’s claim that he never received

any leads to his email address, it is clearly stated in our Lead Return &

Cancellation Policy (http://www.parasolleads.com/parasolleads-lead-return-policy/) that he is responsible for all leads delivered to his account:

“Lead

Delivery

It is understood and agreed that the main

delivery method of purchased leads to Buyer is via the Parasol Leads customer

back office account. The Buyer's Parasol Leads back office account lists all

leads purchased and is considered the official record of leads delivered.

As a courtesy, Parasol Leads also delivers

notification of leads generated to a Buyer's Parasol Leads back office account

via email and text message.

However, due to various non-delivery issues that

are inherent to email and text messaging that are outside of Parasol Leads

control, Parasol Leads can not guarantee 100% lead delivery notification via

email and/or text message.

Therefore, no lead credit or refund will be

allowed for any lead return based on the Buyer did not receive notification of

a lead generated via email and/or text message.”

The client’s remaining account

balance is only $20.50. So now, 6 months

later…he is requesting $300 worth of free leads?! We are sorry, but we had delivered leads to

his account 6 months ago, and his refundable account balance is only $20.50.

Consumer

Response:

Review: 10154328

I am rejecting this response because:

If you do not have record of the phone call that I made to change from life insurance to medicare supplement, then that only proves that you do not keep accurate phone call records. I MOST CERTAINLY DID CALL AND REQUEST THE CHANGE FROM LIFE TO MEDICARE SUPPLEMENTS. I would not have filed this complaint otherwise. Why do you think I filed it?

After I called, a medicare supplement tab appeared after logging in. I did not create this tab. I do not know how to create the tab. It appeared after I made the call, so I assumed I could use it. Make sense? Here is your response:

Yet on the other hand, on 11/25/13 at 7:50:14 am PST, the client went in to his account to change his personal settings. He changed his “primary lead type” from “life insurance” to “Medicare insurance”. This is not a filter set change, nor a request to add a Medicare insurance filter set to his account.

Now, how am I, or any other user, supposed to know that changing the primary lead type from life to medicare insurance would still give you life leads??? I called, made the request to change it to medicare leads, the medicare lead tab appeared, and then clicked on medicare leads tab to activate the leads. One would think that this should send medicare leads, not life leads. That's all I am asking. Just give me what I selected. Not complicated.

I think you are a good lead source, and would considered using you in the future for medicare leads. Why don't you want to take care of your customers? You should WANT to take care of your customers. This is NOT the first time I contacted you about this. The last guy I talked to escalated it to someone else, and I got the same result. You do not want to take care of your clients. I have made at least 2 prior attempts by phone to get this resolved. Do you think I like to go through this process? It was not my first choice.

It also does not seem like best business practices to dig up fine print that basically says that if the email notifications that I signed up for and always received don't come and leads go to your account and you don't know about them, well, that's too bad. OK, so it's in your fine print that you are not responsible if you don't send the emails. I would hope that you would still work with your customers on this. Of course, this is only a minor side point anyway. The main problem is YOU KNOW ALL I WANTED WAS WHAT I ASKED FOR, MEDICARE LEADS. Why is fixing this such a big problem?

Regards,

Business

Response:

We have no control over people's email servers, which is why we cannot guarantee email delivery. That is why it is explicitly written in our Lead Return & Cancellation Policy, that:

Review: This lead system provides nothing but bad products and when they say they will refund any bad leads based on information they do not.I would never recommend anyone to use this system and I am shocked they are still in business.They provide nothing but poor service and even porrer productDesired Settlement: $400 reimbursed for payment of leads

Business

Response:

Review: Was told repeatedly by sales representative that they had a 100% refund policy on all account balances less promotional credits. When I cancelled (in part because of poor customer service/no one promptly returns phone calls or picks up) they charged me a $50 cancellation fee. This is contrary to what my sales representative said.I didn't stick around long enough to be able to say if their product is any good or not. Their customer service was so poor I didn't bother to stick around for the product. Their business practice of trying to charge a cancellation fee that is not disclosed and is contrary to what the rep said is poor.Desired Settlement: Complete refund of all money paid ($400)

Business

Response:

The client opened up his account with Jeff Schwartz, his Account Manager, on 9/9/13 at 8:31AM PST. At that time, he deposited $400 into his account. Our IT Department then set up his filter sets within his account so that he could receive insurance leads. The client was then notified that same day at 3:58PM PST that his account was ready to be activated, and he received the following email letting him know of this. Please note that this email also gave him the link to our Lead Return & Cancellation Policy, which is at http://www.parasolleads.com/parasolleads-lead-return-policy/.