Web Host Coast 2 Coast LLC

Case ID No. [redacted]   Attention Revdex.com Complaint Resolutions Department Case ID No. [redacted]: We have addressed all of the complainant’s points in this complaint case rebuttal explanation, please review this explanation letter as well as all of the PDF documentation supplied including emails,...

receipts, DocuSign activity history & certificate, screen shots of each of the complainant’s advertisements appearing live on Google.com search results, and screen shots of the complete AdWords account for the complainant. We cannot issue a refund as the dispute was already initiated with the credit card issuer. The complainant stated in this complaint that she had already initiated a dispute with her credit card company for the full $600.00 transaction. The complainant was made aware prior to initiating their credit card dispute that we are unable to issue a refund / process a credit after the transaction has already been disputed with the credit card issuer. The complainant was made aware of this through email correspondence as well as during live recorded telephone call. Complainant Issue No. 1 – Stated she had no contract with our company. Complainant never signed her receipt of service that was sent via DocuSign. We called complainant back the following morning to go over the appearance of her advertisements and walk through signing the DocuSign, she stated she was busy with a client contact at the moment, but she would DocuSign her receipt after she finished, before the end of business that day. As well as asked for her ads to remain live so she could check them out when she had time. Complainant Issue No. 2 – Stated we claimed to be an affiliate of Google and we are not affiliated with Google. Complainant was made aware that we are an affiliate of Google, we manage adwords campaigns for other small business to increase their online exposure and drive targeted traffic to the business. During the initial point of sale call the complainant was having legitimacy issues, and we three way called our Account Development Manager Sarah V[redacted] (Palo Alto, CA) to verify who we are as a company, and that we are authorized by Google to provide advertisement services to other small businesses. During this three way call the complainant was on the line and included in the conversation to verify our business as a Google Affiliate and alleviate the Complainants concerns of our business validity. Complainant Issue No. 3 – Stated she was pitched on Google advertisement near the top three positions on the first page of a Google search, that she provided her credit card and was scammed. The complainant was not “scammed” as we are a legitimate business, we rendered services as promised, and the complainant was fully aware of the $600.00 she paid for three months of advertisement placement under each of the following keyword search phrases: "Santa Rosa Real Estate", "Santa Rosa Realtors", "Santa Rosa Homes For Sale", "Santa Rosa Homes", "Homes For Sale Santa Rosa", "Santa Rosa Luxury Homes", "Houses For Sale Santa Rosa", "Santa Rosa Condos For Sale", "Santa Rosa Condos", "Healdsburg Real Estate", "Healdsburg Realtors", "Healdsburg Homes For Sale", "Healdsburg CA Homes For Sale", "Healdsburg Homes", "Homes For Sale In Healdsburg", "Houses For Sale In Healdsburg",  "Houses For Sale Healdsburg CA", "Healdsburg Condos For Sale", "Healdsburg Condos" – prepaid three months of service fee $600.00. Complainant advised she would be charged at point of sale, and received her receipt emailed via DocuSign within a few hours, to review verify all information is correct, and sign receipt. Also advised we cannot generate a DocuSign Receipt without payment in full. Her advertisements would be live by the next morning, and scheduled a walk through / follow up call for 10:00 AM PST. During the initial phone call with order and point of sale, prior to the complainant providing her credit card for payment, she had legitimacy issues and we three way called Account Development Manager Sarah V[redacted] (Palo Alto, CA) to verify who we are as a company, and that we are authorized by Google to provide this advertisement service to the complainant. As well as had the complainant visit our website WebHostCoast2Coast.com to verify our credentials, and the salesperson Curtis J[redacted] as an authorized reseller of Google AdWords advertising service. Complainant Issue No. 4 – Stated that once DocuSign was received by the complainant, that red flags started appearing: 1.    Our company was not Google, as we had claimed. We never claimed to be Google; we claimed to be Web Host Coast 2 Coast, an affiliate of Google. This topic was also covered above, and the complainant clearly stated prior in this complaint that we are an affiliate of Google (not Google as an entity). 2.    Stated reviews for our company are dismal. Complainant is referring to other Revdex.com complaints from previous years. We have reviews and testimonials from previous clients that would not be considered “dismal”. 3.    Stated she did not sign a contract. When Curtis called complainant back the following morning 04/26/2017 to review the appearance of her ads on Google, and walk through the DocuSigned receipt, she had explained that she was working on a contract for a client and was very busy, but that she had some concerns with there being additional costs / charges associated with the advertisement campaign, such as cost per click for each ad. Once assured that this purchase was for a flat rate of $600.00 for three months of service, and there would be no additional costs or charges associated with this account the complainant stated that she would complete the DocuSign when she finished up with her contract work for her client. Complainant asked if we would still keep her ads live throughout the day, so she can check the ads out when she had time after signing the DocuSign. Curtis stated he trusted her to complete the DocuSign, and we would leave her ads active for the remainder of the business day 04/26/2017. 4.    Complainant stated in Revdex.com complaint that she “informed Curtis immediately that she would not be coming on board as a client”. This statement is false, the complainant stated to us that she would be signing her receipt in DocuSign that evening, and attempting to find / review the appearance of her ads that evening 04/26/2017. The DocuSign was not completed 04/26/2017 by end of business day, and we paused the complainant’s advertisement account at 8:00PM PST, as to not incur further costs on our behalf without a signed receipt. 04/26/2017 8:24 PM PST (about 24 minutes after we had paused the advertisement account) we received an email from the complainant stating that she had been looking for her “optimized website” on Google using the search keywords we suggested, and she did not see her ads appearing anywhere on Google. That she no longer has the time, budget, or desire to follow-up on a service she was struggling to have faith in. She asks to please reimburse her if we had already charged her card (she was fully aware of payment had already been processed at point of sale. Asking if further correspondence to reply to this email so she may have a written record of what is being said. 04/26/2017 10:08 PM PST we replied to email making record of the phone call earlier in the day that the complainant had told us she would complete the DocuSign once she had finished with her client. About the question the complainant had regarding additional costs, CPC’s or other associated charges, confirming there would be no additional charges that the $600.00 was the only charge and that covered three months of advertisement services placed under each of the keyword search phrases: "Santa Rosa Real Estate", "Santa Rosa Realtors", "Santa Rosa Homes For Sale", "Santa Rosa Homes", "Homes For Sale Santa Rosa", "Santa Rosa Luxury Homes", "Houses For Sale Santa Rosa", "Santa Rosa Condos For Sale", "Santa Rosa Condos", "Healdsburg Real Estate", "Healdsburg Realtors", "Healdsburg Homes For Sale", "Healdsburg CA Homes For Sale", "Healdsburg Homes", "Homes For Sale In Healdsburg", "Houses For Sale In Healdsburg",  "Houses For Sale Healdsburg CA", "Healdsburg Condos For Sale", "Healdsburg Condos". We also attached screen shots of the complainant’s AdWords account showing all of the ads, keyword search phrases, and extensions including all the activity the ads had received during the day they were active. Next day 04/27/2017 at 1:56 PM PST, we still hadn’t reci4eved a response through email, nor had the complainant answered our phone calls, or voicemail. We emailed the complainant stating that we still had not received a response via email or telephone in response to our email and voicemail regarding if she (or joint account holder - husband) had disputed the charge with the credit card issuer, or not. As we cannot refund a charge that has been disputed or credited already. Asked to please reply and let us know if they had disputed the charge or not. 04/27/2017 at 2:14 PM The complainant sends a simple one line reply stating “Please issue refund, thank you, complainant name”.  No answer regarding if the complainant or joint account holder had disputed the charge or not. 04/27/2017 at 2:20 PM We reply to the complainant email stating we will issue a prorated refund: including a $99.00 account set-up fee (this was previously waived on receipt for client choosing to prepay for three months of service, rather than month to month), and the CPC cost that incurred during the day of 04/26/2017 while the complainants ads were kept live $ 35.63, this totaled to $134.63 – leaving a remainder of $465.37 to be refunded and credited to the original card of purchase within 2-3 business days. 04/27/2017 2:22 PM The complainant sends a simple reply stating “Nope! Full refund or the remainder will be contested. I dud not sign a contract CP” 04/27/2017 at 2:27 PM We replied via email that the complainant led us on through the day of 04/26/2017, that she was going to sign the DocuSign receipt before the day ended. It states in our policies that we will charge a setup fee and any costs incurred from Google AdWords (CPC’s) if we are ordered to build the account and create advertisements. We had followed through with everything had stated that we would, delivered as promised. We received no further correspondence back from the complainant. The following evening 04/28/2017 we received this Revdex.com complaint as well as the chargeback dispute notification through our eIDS manager. The statement made by complainant in this complaint that she had clearly already disputed the transaction, and the verification of dispute notification concludes that we cannot issues a refund for a transaction the complainant has already received credit for. We have already accepted the disputed transaction to permanently credit the complainant though the eIDS. This is the quickest way for the dispute to be resolved, and the case closed resulting in a permanent credit / refund to the complainant’s original card of purchase. Also noting that credit card issuing banks do not allow us their merchant to process a refund / credit after the cardholder has already initiated the dispute. Complainant stated that we harassed her. Over the course of residual contact and email replies 04/26/2017-04/27/2017 we did not harass the complainant, we were contacting the complainant with the sole purpose of resolving the issue or resolving the account by whichever method the complainant chose as to not end in a dispute. The complainant stated that Curtis was verbally abusive, that he told the complainant “she had wasted a full two days of his time”, and consequently we would refund a pro-rated portion of her $600.00 (this was sent through email, not on the phone, please see attached screen shot of email) that we had promptly charged her credit card, even though we had no contract, and she had no contractual obligation to us. The complainant was made aware during the initial phone order that the $600.00 would be charged at point of sale, she would receive her receipt via DocuSign within a few hours. Complainant stated Curtis was very emotional and irrational on the phone, that she had asked him not to call her, and had asked for a full refund. Complainant had previously stated in this Revdex.com complaint that she had already disputed the charge with her credit card company, on the basis that we wanted to charge her for what we are claiming to have provided, which she never authorized (all calls are recorded for quality assurance, we can provide the recorded live call in which the complainant authorized the transaction, as well as the second call 04/26/2017 which the complainant states she will sign the receipt via DocuSign by the end of the day, and to keep her ads active so she can try to find them on her own, authorizing the “work” we had done for her purchase) stating she had never seen any evidence of the work we had done, nor had she benefited from it. This is a false statement, in the email reply 04/26/2017 at 10:08 PM, we attached screen shots of the complainant’s Google AdWords account showing each of the ads placed under each set of specific keyword search phrases, and screen shots of the account extensions, impressions, clicks, and average positions ranking on Google. Please check the attached email 04/26/2017 with attachments included for reference. Complainant states that we are ludicrous, not a legitimate business, and for small business owners to beware. This is an attempt to slander our company. We are a legitimate business. We have been in business representing small business owners online with websites, marketing, advertising, and social media outlets since 2012. We are a Google affiliate, and we render advertisement placement service as one of our product / services to suit other small business online presence and marketing needs. We Web Host Coast 2 Coast are also a small business ourselves. The complainant did not give us the opportunity to resolve her issue, or complete the process of a full refund in the amount of $600.00, as she refused to communicate with us further and within 48 hours of initial purchase point of sale, filed this Revdex.com complaint and disputed the transaction in question with her credit card company. This complaint issues has now been resolved as the client initiated the dispute for full refund of $600.00, we accepted the financial adjustment, as a result the complainant has been credited the $600.00 back permanently to her original card of purchase. And the complainant’s Google AdWords account has been closed.   We appreciate the Revdex.com dispute / complaint team taking the time to review this explanation as well as all of the supporting documentation that has been attached as proof of services, and proof for contesting this Revdex.com complaint with false statements, slander, and accusations against our company. We will not be contacting the complainant further as she considers it to be harassment, and has already received her refund of $600.00; the account is closed. Please reply should you require any further evidence, documentation, or request s we may fulfil them promptly, thank you.   Warm Regards, Crystal J[redacted] Company Director [email protected] Curtis J[redacted] President Sales Operations [redacted]@webhostcoast2coast.com