2:20 Marketing Group, LLC

Complaint: [redacted] I am rejecting this response because:I did call Xurli, used the number on their websiteI stopped using Loyal over a year agoThey just gave me the run around and never followed through with their call backs Sincerely, [redacted]

There have been multiple attempts to contact [redacted] to help her resolve these issues including calls and emailsOur records show our emails were received and opened and at several IP addresses We also sent monthly reports and she spoke with her account manager regularly.The $monthly fee was withdrawn up until she requested to cancel the program as per our policy When we received her request, her billing was immediately discontinuedShe also requested a refund the request was processed and denied because of the work that has been completed an the cost that we had to do so She is not eligible for a refund according to our refund policy which was provided to her in her with her invoice when she purchased and is also available on our website[redacted] 's information was updated and maintained in all primary and second tier directories while she was in our programHer fulfillment was actually completed.We would really like to talk with [redacted] because it sounds that we need to help her understand how much work was done while she was in the program but we have made several attempt to call and email [redacted] and to this point she has been unwilling to discuss her concerns--

Hello Mr***,We are alarmed and disappointing to hear that you are unhappy with your services through our company. It is always our goal to provide client satisfaction in every way. Regarding your comments, an enormous amount of marketing service has been provided to you for your
business. We have your company listed with over business directories online and have sent you several reports showing themWe also have created a website for your company that we continued to "tweak" until it was just right at which time you approved the website in writing so that it would go live. You did not "personally redesign" your website over email as that is not possible. You did however, provide feedback over email which again, is standard in the marketing industry as a "customized websites" can only be customized with feedback from the business owner. We can professionally design but we are not experts in the industry of each of our thousands of clients. We always use professional stock industry photo's which is standard in marketing as placeholders that can remain on the site if our clients do not provide anything to replace them, but we also encourage our clients to email us with their own images which always provides for a better websiteThe work that has been provided is time and labor intensive. We show that you have spoken to several people at our office including a call that you made to us today wherein, your email address was once again confirmed and another report was sent to you. It would have been more effective to ask for your refund and cancellation at that time rather than in a complaint. You are always welcome to request a refund and/or cancellation per our refund and cancellation policy which were both emailed to you and is posted on our website and a refund for any unfulfilled services will be provided and ongoing services can be cancelled at any time. Though you have not mentioned a refund or requested one through us, I will submit a request for your refund on your behalf to our billing manager. However, I am finding that since the work to list your company with over directories, and your website is completed and live online, you are most likely not eligible for a refund. I will make sure that your ongoing billing and services are cancelled as of today even though you are typically required to submit that to our billing department in writing per our cancellation policy We are sorry that we could not meet your needs and wish you and your company well

It is true that we are asales marketing group and we cater to different businesses. Our sales team contacts different business tohelp them with their online presenceWe are very professional and work hard toinsure that we get the best results for that companyIf there is a request for
anycompany to be put on a do not call list, we will do our very best to ensurethat is what will happenIf that was not done we apologize. We have searched our entire database based onthe contact information that you have provided and have no record of incomingor outgoing calls to you. We are happyto address this issue if we have the details needed to look up whathappened. We need the actual phonenumber that was called and/or the one you called us from Also keep in mind, that if wecontact you on one phone line and you request to be added to the Do Not Calllist, it will not apply to every phone line that you use, so you must provideevery one that you would like to have added to the list. If you use several contact numbers for thatbusiness please be aware that each number that you use needs to be put on theDo Not Call ListAgain, we are sorry that your business was not put on the donot call list immediatelyWe would behappy to discuss this with you further if you should so desire, as of now, thecontact number that you provided in this complaint has been added to the Do NotCall list even though we have no record of making calls to it or receivingcalls from itIt is also importantto know that we are not the only business that uses call listsMaybe you areconfusing us with other companies. I do not believe that our company harasses employees, continues to call, tie up thephone lines, and wastes valuable work timeWe have no desire to do thosethings and you can be assured that we also value our time. We are customer service oriented and doall we can to ensure that our customers and potential customers are satisfiedand happy

This is absolutely not fraud and that is a very serious allegation. Please talk to your bank and ask them what the standard protocol is in these situations before you make such claims that typically require us to notify our attorney. The refund receipt that you were provided was issued by our processing gateway. There is no way to fraudulently provide that. It is an electronic report that is provided by a third party. These funds have left our account and been sent to your bank. I spoke with our merchant processor this morning and confirmed with them that we have released the funds to your bank and we will never get them back without recharging your card. I was also informed by the processor that in these cases, once your bank reissues a new card to replace the one you have cancelled, they can reconcile the funds that were returned on your old card and deposit them into your new account. This can take longer than a typical refund because they have to trace the refund with the old card number that is no longer connected to your bank account and then take those funds and deposit them into your account that is now associated with a new card numberWe understand that this is inconvenient and frustrating. That is why it is your responsibility and very important that you do not cancel your debit card while you are in the process of receiving a refund OR at the very least you let the refunding institution know that you have done so so that they can issue your refund in a different format. Our processor is willing to sign an affidavit show the refund was issued and that we no longer hold these funds. We are unwilling to refund you twice

Complaint: ***
I am rejecting this because : I toll this company to cancelled the transaction to a representative the same day I pay for The following Monday I was contacted by another assisiate to activate complete the last step of the transaction for services , and I stated once more that I have requested cancellation of the service and full creditsThis request was not credited right away but almost a week later Sighing this gap of time the Sun Trust Bank rep , recommended the deactivation of the debit cards in order to avoid other fraudulent transactionsThe Bank avise me to contact merchant again and request a mail check refound instead, due to the closing of the debit card It was no until theha call that I complain to merchant about no receiving the founds back , she and associate apologized for the delay and finally provided the first ever electronic receiptI explained that that money would not find its way back into my account , for the obvious reasons Resuming ...I don't have the money , the bank don't have the money , and the merchand apparently don't have the money eitherevidently there is a glitch somewhere in the system that we all need to resold cause money refund is being directed somewhere in a twilight zonethat is a concern for investigationBottom line is that a receipt provided by Merchan is vougus and that equals fraud The issue of a email stating refound isn't enough if the money is not where to be found .
Sincerely,
*** ***

You are not a Xurli client. I did some
research on your behalf and your invoice (which was sent to [email protected] and for which sendgrid which is an email delivery service that ensures accurate delivery and reporting shows that it was sent, and received and your IP address where it was clicked and opened)was sold by Map Verify, not Xurli. Xurli does to contracted fulfillment work for Map Verify but you placed your order with themI also spoke with their billing department to make sure they were the ones that actually sold you and though they said they would have been happy to provide you with a refund if you had contacted them, they said you filed a dispute with your bank for which they have been corresponding with your bank about. When a dispute is filed all of the correspondence and action goes through the bank. It looks as though you have received money back from your bank however. Xurli has spent significant time addressing this issue when it was not sold by us and was actually no longer something anyone could help you with when you decided to go to the bank. Please close this file

Complaint: ***
I am rejecting this response because: this is a lieI could careless at this pointAND no my bank did not return itWhat is the funniest thing ever is its YOUR BUSINESS NAME on my claimYou own all these multiple companies, and I will report you to New Jersey's Attorney GeneralYes, we can close thisThank you!!!
Sincerely,
*** ***

Though we understand the frustration of this complainant, it
sounds like there were some misunderstandings. Much of the detail
provided in this complain are not aligned with our protocols or
practices. We are very careful to incorporated extensive training to all
of our agents and staff to ensure that they understand our role and how to
represent us as a company. We would like to get to the bottom of anyone
screaming or yelling, and it is defiantly not our practice to hang up on
anyone, this is contrary to our business
Every one of our
service agreements come with maintenance and changes for the lifetime of the
businessTherefore, we are happy to make changes and update information at any
timeAs we are completing the listing feedback is always encouragedThere is
absolutely never a case where a customer is stuck with anything that they do
not likeWe are confined to the platform that the different search engines
offer, however, we do our best to work with every business owner to set the
listing up to their satisfactionI do understand that our specialist most
likely did tell the complainant that we are here to make changes and updates
because we are customer service oriented
With that being said, We have refunded this customer completely
100% and we gave her that refund on May 23, She purchased our services on May 17, and
asked for a refund on May 23, She was not a customer of ours for two
weeks, she was a customer for days
We would be happy to answer any
further questions that he may have

What our customers are paying for is not the Google listing but they are paying for the services of the lifetime of the businessThat means that if there are problems with their listing on line we will contact Google on their behalf and do everything we can to fix itWe do build a quality,
professional listing as well, but the more time consuming part of the service is the maintenance, follow up and trouble shootingI am sorry that there was a misunderstanding, but we actually are very careful not to tell anyone we are GoogleWe offer several options including services for Yahoo and Bing which many of our customers take advantage of including this complainantClearly we can not claim to be Google while we are building and maintaining listings for Yahoo and BingAlso we provide websites which is a far cry from what Google does, as the complainant references in her complaint, however, she did not order a websiteShe only ordered and paid for a Google, Yahoo and Bing listing and they were built to the respective search engine requirements, her listings are verified and can be found onlineThis customer was emailed a paid invoice receipt upon placement of the order, the invoice clearly shows our business name and logo and contact informationIt also shows that she ordered services for Google, Yahoo and BingThis is clearly explained in the initial contact with the customer, however, the complainant is not the same person that we spoke to on the phone which might be the reason why this information is not clear to her.Regarding additional services, we do have a department that offers additional services for SEO workMany of our customers are concerned with total online presence optimizationWe do offer those services but they are absolutely NOT required and can be declined.We are sorry if this complainant is not happy with the productEveryone of our service agreements come with maintenance and changes for the lifetime of the businessTherefore, we are happy to make changes and update information at any timeUpon completion of her listing a video link of the final product was emailed to this customer ( and every customer) and feed back was encouragedThere is absolutely never a case where a customer is "stuck" with anything that they do not likeWe are confined to the platform that Google, Yahoo and Bing offers, however, we do our best to work with every business owner to set the listing up to their satisfactionI do understand that our specialist most likely did tell the complainant that we are here to make changes and updates because we are customer service oriented.We do have a great refund policy that ensures the satisfaction of our customers, we would have gladly had a conversation with her about a refundIt is unreasonable to file a complaint without contacting us or taking those measures first

***,We are sorry to hear you have had a negative experienceWe would like to address each of your concernsFirstly ”Company miss represent them self as Goggle.” We do not claim to be google we are a certified marketing firm that offers a variety of services including Google business listing
managementThe service you initially purchased with us was an Google | Apple | Bing - Directory listing and map placement If we were claiming to be Google we would not be servicing multiple directory listingsWe try to be clear that we are not Google and the services you signed up for included more than just Google listing verification“This company offer to refund feeds collected I have contact them in four different opportunities by phone conversation Company states to have refunded the $ fees ,but my bank declare that money have not been returned Two consecutive electronic receipts have been issued by 2:Marketing Group,LLC; via email Bank unable to trace the deposit back into my account> Sun Trust Bank had cancelled original debit card, from witch the founds were taking ,in order to avoid future charges and avoid more I have requested 2:Marketing Group , to simply mail a certify check to our mailing address to resolve the discrepancy; but they insist that they have already refund the charges.” According to our records you were refunded in full and the refund was successfulWe cannot fulfill your request to mail a check because the funds have already left our account and we no longer have access to themAttached is a copy of your refund receipt with the transaction ID number showing that the full amount was successfully refundedIf you would like a different form of refund you would need to have your bank send the $back to us and we could send you a check in the mailHad you stated that you had cancelled your debit card when you requested a refund and that you would like your refund provided as a check by mail, we would have been happy to do so However, if we do that now, we will have refunded the funds twiceDesired Settlement: Mail a check to any of our given address , for the full amount ; since electronically, has been unsuccessful Our records show that the refund was processed successfully, we will not be able to issue a second refund without receiving the first backPlease check with your bank about what you can do when the funds have been sent to them but your debit card has been cancelled Also, in the future, when a company provides a refund to you in good faith even takes the time to send you a record of the refund, they deserve a phone call when there is an issue in your receipt of the refund before you file a complaint with the Revdex.com The only time we have heard from you was when you requested a refund, and we complied The complaint is quite unreasonable

This client was refunded the same day that he placed his order. We have also had several conversations with him since that time including a conversation he had with the owner of our companyI believe this issue has been resolved

Hello ***, Unfortunately you have filed a complaint with the wrong company. We do not have an order or any transactions with you. Please refer to your invoice or correspondence for the name of the company you were doing business with

We are a sales marketing
group and we cater to different businesses. Our sales team contacts different business to help them with their
online presenceWe are very professional and work hard to insure that we get
the best results for that companyIf there is a request for any
company to
be put on a do not call list, we will do our very best to ensure
that is what will happenIf that was not done we apologizeAlso keep in mind, that if we
contact you on one phone line and you request to be added to the Do Not Call
list, it will not apply to every phone line that you use, so you must provide
every one that you would like to have added to the list. If you use several contact numbers for that
business please be aware that each number that you use needs to be put on the
Do Not Call ListAgain, we are sorry that your business was not put on the do
not call list immediatelyWe would be
happy to discuss this with you further if you should so desire, as of now, the
contact number that you provided in this complaint has been added to the Do Not
Call list even though we have no record of making calls to it or receiving
calls from itIt is also important
to know that we are not the only business that uses call listsMaybe you are
confusing us with other companies. I do not believe that our company harasses employees, continues to call, tie up the
phone lines, and wastes valuable work timeWe have no desire to do those things
and you can be assured that we also value our time.We are customer service oriented and do
all we can to ensure that our customers and potential customers are satisfied
and happy

It is true that we are a
sales marketing group and we cater to different businesses. Our sales team contacts different business to
help them with their online presenceWe are very professional and work hard to
insure that we get the best results for that companyIf there is a request for
any
company to be put on a do not call list, we will do our very best to ensure
that is what will happenIf that was not done we apologizeWe are happy to
address this issue if we have the details needed to look up what happened. We need the actual phone number that was
called and/or the one you called us fromAlso keep in mind, that if we
contact you on one phone line and you request to be added to the Do Not Call
list, it will not apply to every phone line that you use, so you must provide
every one that you would like to have added to the list. If you use several contact numbers for that
business please be aware that each number that you use needs to be put on the
Do Not Call ListAgain, we are sorry that your business was not put on the do
not call list immediately We are also
sorry that we were disconnected we would
be happy to discuss this with you further if you should so desireWe are customer service oriented and do
all we can to ensure that our customers and potential customers are satisfied
and happy

***,We are sorry to hear you feel that you have had a negative experienceWe would like to respond to each concern in detail and hopefully come to an understanding of the issues stated and a result beneficial to both parties.In regards to your first concern ”I was promised a product that I just
never received.” The products you purchased with us were a citations program, our citations guarantee is that you will have a minimum of a 50% increase in your online visibility score after six months of service or we will fully refund your setup feeAccording to our records you entered our program at a 9% visibility score and at the time when you disputed charges with us you were at a 91% Secondly, you had a page, mobile friendly, and Google compliant SMARTsite which you did not pay a setup fee for and had only a $monthly hosting and maintenance feeYou started the website services with us 7/27/on 8/17/the content was completed and 8/29/you were sent a link for approval 8/29/On 9/22/the website was approved and published on your domainSo you did in fact receive the products you were promisedYour second concern ”Customer service was always difficult to reach and they did not return calls a and emails when they said they would.” Each account we have for you shows contact attempt and responsesAttached are emails and responses, notes in your account from contact with you, and your call history showing call attempts from us to you, as well as conversations with our associates“Ultimately, I ended up paying thousands of dollars for something to which I have no accessI was paying for a website, which, not only, do I not have to access to the content, but I do not even have access to the domain name” You paid for a service that during the time you were in our program, you received We discontinued providing the service when you disputed charges with your bank at which time we canceled your service and billing payments You did contact us when we interrupted your services and told us that you would stop the chargeback and “pay anything” to have your services reinstated In good faith we started your services back up You never did stop the chargeback as you said you would, and we discontinued the services again It is an industry standard that websites remain the intellectual property of the design company as it is built on our servers with our platformsYou paid for the hosting, maintenance, and customer service on one of our SMARTsites, you do not own the siteXurli is more than willing to transfer your domain to you so that you can build a different website on itHowever, you would need to first, submit a signed letter stating you will not dispute the charge, and that you previously disputed charges accidentally or fraudulently without first attempting to contact us to resolve your concerns (We require this from anyone who disputes a charge against us and then requests further products and/or services) We require the letter because you have disputed charges with Xurli in the past and have threatened to dispute every charge from Xurli despite the intensive work that has been provided to youYou would also need to pay our domain transfer fee and provide any information required for the domain transfer“I was misled, given the runaround, and ultimately scammed.” You were promised a service which you agreed to and signed up for Those services were provided up until you disputed charges with usYou were given a chance to stop that dispute and continue services with our company, you told your account manager that you had stopped the dispute in an email (see attached email)You did not stop the dispute as you said you would so your account services and billing were discontinued and your website taken downYou were given the option to submit a signed letter stating you will not dispute the charges and that you previously disputed charges fraudulently without first going through the appropriate channels, and pay the dispute feeYou refused to follow our policies and began threatening to dispute all charges and leave us negative reviewsWe have been completely transparent with you and provided you with premium customer serviceYou were given every opportunity to keep our services which you declinedDesired Settlement: Primarily, I would like my money backSecondarily, it would be nice to have the domain name for my website As previously stated you are welcome to your domain, you simply need to follow the process listed aboveBecause all the work you paid for was done for you and you disputed charges with our company fraudulently which resulted in a great cost to our company, you are not eligible for any refund at this time(Additional attachments have been emailed separately to [email protected].)Tell us why here

Though we understandthe frustration of this complainant, it sounds like there were somemisunderstandings. Much of the details provided in this complaint are notaligned with our protocols or practices. We are very careful not to everclaim to be Google and have incorporated extensive
training to all of ouragents and staff to ensure that they understand our role and how to representus as a company. We acknowledge thatmistakes are made from time to time and with specific examples we are happy toaddress any such mistakes within our company. However, we are unable toaddress them without specifics. We need to know the name of the callerand the phone number they were calling from in order to fully investigate thismatter. Though we do feel that our services are valuable, we do not wishto waste the time of the caller or our employee's if there is no interest insuch services. So much so, that our phone system provides the caller withan option to decline the call and be added to a Do Not Call list before theyare ever connected with our agents, if that is their wish With the requestedadditional information we intend to do all research necessary to get to thebottom of the call in question and resolve it to the extent of ourcapabilities. Regarding the requestto speak to the owner, he too would like to speak to the complainant but nocontact information has been provided

Again, we are sorry to hear that you are not happy with the service.  However, your complaint is full of inaccuracies.  I am not sure what you are referring to when you say "sugar coated responses," but we have done an extensive amount of work on behalf of your business.  I can understand how it may be difficult to really see how much work goes into listing a business with more than 70 directories and then getting each of those listings verified and live online so that the business has online credibility.  Regarding your comments about the 70 directories that "nobody cares about" The way that online reputation management works is by creating consistent information throughout the web including but not limited to business name, address, phone number, services provided etc., which makes the business more credible to send internet users to in the eyes of the major search engines like Google and the algorithms that control placement in those major search engines.  The reports that were sent and received at your email address per Sendgrid, arguably the Internets most accurate and secure email delivery system which tracks email and if it is opened by your IP address, are not generated by us but by an API that communicates with those directories that you claim nobody cares about.  We realize that not everyone understands the labor intensive lengths that are required to get this all into place for our clients.  I am sure you experience that as an expert in your field as well.  However, we can assure you that we did work diligently as promised and achieved some great benchmarks for your company.  My intention was not in any way to be disrespectful or unprofessional when responding to your comments about how you "re-designed" your website but rather to keep the conversation accurate since once again, we did a lot of work on your website and did take very seriously your requests and preferences in designing it.  The refund policy actually does offer more than 3 days for the refund if the work has not been provided.  Much like the work you do, we work hard at an expense to do the work that we do, and cannot afford to refund that cost since we have the expense of providing it. We happily refund the pro-rated amount based on the incomplete work. In your case the initial setup work was completed.  There is not unfinished set up to pro-rate and refund.  When you called in and asked your account manager, I am sure you can understand that we have several departments in our company and an account manager does not have access or knowledge to refund any transactions.  It isn't a matter of the run around, it is a matter of putting you in touch with the person who is able to help you.  I am providing screenshots of some of the email correspondence including that of the reports, and the invoice receipt with the refund policy, that we sent to you at the email address you provided, and that it was processed, delivered, and opened with the IP address record. We have endless notes of phone calls conversations and voicemails that we initiated as well.  Our intent is really to provide you and all of our clients with service that they are happy with.  We realize that there may be times that we fall short and when we do, we do our best to make it right.  We would like nothing more than to have an opportunity to provide you with a satisfactory experience and wish that we could have done so.

Apparently you have different marketing services with a different company (Loyal 9) and you called them instead of us.  We cancelled your billing as soon as we got any news that you wanted to to cancel.  Our policy is that services can be cancelled at any time without question.  We...

have never kept billing active once a cancellation is requested but if you check the number that you were calling and leaving messages at, it was not ours.

Complaint: [redacted]
I am rejecting this response because:TThroughout the response from the business there are nothing but sugar coated responses. Anytime any action was ever made was when I personally called or emailed staff. I never once received any "rreports" until I spoke with someone yesterday and she emailed all of them at one time. Anyone can look at these reports and see that they prove absolutely nothing. They are generated pie graphs with percentages that can be made up on the spot. The last report says we are 100% viewable online yet you still cannot even find our website without typing in exact address. Plus the one and only search engine we ever mentioned or had concern about since day one of there services was Google. Yet, when you Google even two keywords of our title it still comes up with a competitors picture and information. This company gives you the runaround thinking that you are visible with over 70 sites....sites no one cares about or has heard of before. The refund policy which was claimed to be emailed to me is a joke. Three day policy. Who can determine a liking for a company in three days? Also the disrespectful comment and quotation about me redesigning the website via email was a bit unprofessional. Obviously I meant through email communication and might I add was never responded to in a timely manner. Plenty of pictures were provided from our business for the site but a designer decided to add a picture of a mud puddle which represented nothing and thought that was fine. Yet when I spoke with another designer on the phone (finallly) he laughed that someone put that on there. Their website preaches an entirely different quality of service than what you actually get. Also I did discuss a refund yesterday when I called and she said she doesn't do billing and had no knowledge. I'm sick of false statements being declared as fact on my part or as action that has been done. A full refund for is reasonable since we haven't benefited from any "service" that has been done. Simply look at the Revdex.com complaints on this company or even a Google search about how they are scam artists. I wish I never had to deal with this headache. 
Sincerely,
[redacted]