3 Day Marble & Granite, LLC

Initial Business Response / [redacted] (1000, 5, 2018/02/24) */ [redacted] , we sincerely regret your initial impression of our companyWe understand and respect both the need to research potential marketing beforehand and involve your colleague in your marketing endeavorsI am pleased to hear that our sales person was nice and informative, as we pride ourselves on holding our employees to a high degree of respect and professionalism The agent who contacted you was hoping to offer you a chance to put yourself in one of our limited marketing slots available in your areaIt was a time sensitive offer, hence the urgency our agent stressed to youWe do work with many real estate teams and many clients choose to proceed to secure their slot before adding their partner at a later timeWe apologize that you didn't feel that you were allowed to do your due diligence and felt pressured on the spot We would love a chance to show you what we can do and to turn your experience around for the betterPlease don't hesitate to contact our Client Services department anytime between AM and PM (PST), Monday - Friday

Initial Business Response / [redacted] (1000, 10, 2015/08/06) */ ***Document Attached [redacted] Thank you for the opportunity to respond to [redacted] concerns. [redacted] signed up for online advertising services through us on May 6, 2015. After reviewing all call recordings of correspondence with this client,... we've determined that none of our representatives claimed that we were ***.com or in any way affiliated with ***.com. To ensure the RevDex.com is able to accurately review this case, we have provided these audio recordings in our response. Bgin Online manages many of our client's search engine advertising through [redacted] Ads, however, we do not claim to be associated with ***.com as an affiliate. On May 8, 2015, [redacted] called into our Client Services department, as he was concerned that his ads were not showing up online. The representative speaking with [redacted] assured him that his ads were being processed and that we would call him as soon as the ads went live. We were able to confirm his ads were online directly through [redacted] and ***, and notified the client on May 11, 2015. [redacted] ads remained online throughout the life of his account and services were delivered as promised. We work diligently to address any concerns presented by our clients. We regret that [redacted] was not fully satisfied with the results of his service. However, when this client initially called into our Client Services department, the representative who spoke with him explained the service thoroughly, including many ways to maximize his results and get the best return on investment. Considering that service were provided, we are unable to offer [redacted] a refund. If [redacted] has any additional questions or concerns, we encourage him to contact our Client Services department anytime between 9 AM and 5 PM (PST), Monday - Friday.

Initial Business Response /* (1000, 5, 2016/01/29) */
Thank you for the opportunity to respond to *** concerns
The notes in *** account show that she signed up for our services on 12/8/The client's advertisements were scheduled to go live on 1/9/2016, but went up on
12/8/due to an error on our partTo compensate ***, we issued her one month of free services when she called in on 1/11/The notes show that the client was satisfied with the resolution and her ad placement
On 1/15/2016, *** called in after she received the wrong receiptOur Customer Service representative apologized and re-sent the correct receipt and submitted a "Not Online Ticket," which is a report with an analysis of her advertisements
*** called back the same day to cancel, and was not willing to wait 24-hours to receive the analysis on her adsOur Client Services representative went forward with the cancellationThe client called in again to request a refund and was refunded $The remaining $was not refunded to cover service fees because *** ads were in fact up and runningDuring the months the client's ads were live, they averaged in the 4th position on Google, and received clicks and 1,impressions
To make sure matters were resolved, we issued *** a $refund on 1/15/In the end, the client paid $for months of services with phrases
If *** has any additional questions or concerns, we encourage her to contact our Client Services department anytime between AM and PM (PST), Monday - Friday

Initial Business Response /* (1000, 5, 2015/11/04) */
Thank you for the opportunity to respond to *** concerns
After receiving notification from the Revdex.com of *** concerns regarding her experience with our company, we reviewed the notes in her account as well as the phone calls
we had with *** in our Client Services department
The client signed up for online advertising services with our company on July 29, After receiving her confirmation email that same day, *** contacted our Client Services department with questions concerning her key search phraseWe always accommodate any changes clients wish to make to their ads at any timeOur representative went over the hits for her original phrase compared to the phrase including her stateAfter realizing her initial phrase received more hits, she said she was satisfied going forward with that phraseOn August 3, 2015, we sent the client another email confirmation indicating her ads were up and runningThere is no further evidence in our notes that *** contacted us to discuss, or cancel, her account
We received a credit card dispute notification from *** bank and called her on September 21, and left a voicemailThat same day we initiated the cancellation of her account and send her a confirmation emailWe responded to the dispute on September 25, Within a week, the bank had determined that the charges were not fraudulent and that we had won the dispute
We make it very clear that if any of our clients ever have any issues they should not hesitate to contact our Client Services departmentWe do not give our clients a direct line and did not in this case, however, we include our contact information during the sales verification process, in all of our emails and on our website*** did not have an issue getting a hold of us on July 29, and did not return our call when we reached out to her on September 21,
It is concerning to us that *** report to the Revdex.com regarding her experience as it does not align with any concerns she expressed to our Client Services department during her callTo ensure the Revdex.com is able to accurately review this case, we have provided an audio recording of our conversation with this client and a copy of the analytics report regarding her ad placementConsidering services were provided as promised, we're unable to issue a refund to *** as she is requesting
If *** has any additional questions or concerns, we encourage her to contact our Client Services department anytime between AM and PM (PST), Monday - Friday

Initial Business Response /* (1000, 8, 2015/10/06) */
Thank you for the opportunity to respond to *** concerns
After receiving notification from the Revdex.com of the client's concerns regarding her experience with our company, we reviewed the notes in *** account, as well as
the phone calls we had with *** in our sales department
*** signed up for online advertising services with our company on September 15, That same day, the client searched her purchased phrases on *** and saw other realtors on the page and immediately filed the complaint to the Revdex.com
In the phone calls between the client and our agent, our agent made it clear that our company promises to only advertise with one real estate agent per phrase, but we can't promise other realtors won't advertise under that same phrase through different meansAnybody can advertise with ***
Additionally, we inform our clients that it may take up to hours for their ads to appear onlineWe also make it very clear that if our clients ever have any issues they should not hesitate to contact our Client Services departmentWe work to earn each client's business every month, and clients are encouraged to call us with any questions or concerns regarding their accountHad *** contacted us directly before going to her bank, we would have been more than happy to resolve the issue
To ensure matters with this client were resolved, we issued *** a full refund of services at the time of her request
If *** has any additional questions or concerns, we encourage him or her to contact our Client Services department anytime between AM and PM (PST), Monday - Friday

Initial Business Response /* (1000, 5, 2016/06/13) */
Thank you for the opportunity to respond to *** concerns
We sincerely apologize for *** experienceOver the past month, we have had only a few instances where the dates in our reporting system haven't matched the billing
cycle in our account system, causing incorrect data to appear in our reportsAfter further investigation into these instances, we find that we have indeed reached the guaranteed amount of impressionsWe are actively working to address this so that there are no further discrepancies in our reports going forwardIn order to ensure *** full satisfaction and compensate for the error in our reporting, we have issued him a full refundOur Customer Service Manager left a voice message on the client's number listed in our system on 6/10/to inform him of this refund
If *** would like to discuss this, or has any further questions, he can reach us anytime Monday - Friday, AM - PM (PST) at (800)
Initial Consumer Rebuttal /* (2000, 7, 2016/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It is shameful that BGIN online continues to blame the issue on technical issues that clearly it can controlIn fact it is a customer service issue that continues, as I did not get a voice mail explaining the refundThe refund is fine - though I was denied it until I took the issue to the Revdex.comI will never again use BGIN online's service nor recommend it to any of my thousands of real estate colleaguesI appreciate the help of the Revdex.com!

Initial Business Response /* (1000, 10, 2015/08/06) */
Thank you for the opportunity to respond to *** concerns
We would like to sincerely apologize for the interactions *** had with one of our representativesWe were able to listen to the call, and determined that the agent
who spoke with *** no longer works with usAgain, we sincerely apologize for this interactionAt Bgin Online, we hold our team members, including our sales agents, to high levels of professionalism and person-to-person kindnessThis type of behavior is not encouraged, and is certainly not the norm
We would like to thank *** for bringing this matter to our attentionOur Quality Assurance Manager will be reaching out to *** personally to extend our apologies directly

Initial Business Response /* (1000, 5, 2016/05/20) */
Thank you for the opportunity to respond to *** concerns
After receiving the client's complaint, we reviewed the notes in her account as well as the calls with our Client Services department
*** signed up for our
services on 11/11/On 4/22/2016, she called in with questions about traffic to her siteOur Client Service Representative submitted a "Not Online Ticket," which is a report with an analysis of her advertisementsOur Client Services Manager sent her report on 4/22/at 12:PM (PST) from a no-reply email address
*** called on 5/2/2016, with concerns that she never received her reportOur Client Services Representative explained that sometimes our emails are sent to spam due to the no-reply address, and ordered another report, which was sent on 5/3/at 7:AM (PST)
*** called in to speak with our Client Services Manager on 5/4/Our Client Services Manager called *** that same day and left a voicemailOur Client Services Manager called the client again on 5/5/to discuss her account detailsOur Client Services Manager speaking with *** explained how the advertisements work and what our guarantee is*** said she understood that she could not receive a refund, but insisted on cancelling her service, at which point our Client Services Manager honored her requestWe offered to upgrade *** to our new Premier Re-Marketing campaign for a free month trial, and she declined
Our reports are based off a rolling 30-day periodThe client's first report on 5/2/included data from the previous daysDuring that time, the ad received clicks and impressionsThe report on 5/3/starts on a new day period, and doesn't include one day from the previous reportTherefore, *** ad received clicks and impressions in the day before her new 30-day period
Our clients often have trouble finding their advertisements, and there can be so many reasons for thatWe look into the back-end statistics that are given to us directly from Google to confirm our client's ads are online in front of interested and active buyers and sellersIn the months *** ad was live, she received a total of 1,impressions and clicks
Because we are not Google, just advertisers who use their platform, we have to trust their numbers and statisticsBut internally, our confidence in our own service is based on a great deal of real world experience
At Bgin Online, we offer online advertising solutions to real estate agents, however, this does not include lead servicesThe ad *** purchased through us was up and running throughout the life of her account
Considering that service was provided as promised, we are unable to offer *** a refund
If *** has any additional questions or concerns, we encourage her to contact our Client Services department anytime between AM and PM (PST), Monday - Friday
Please see supporting documents online

Initial Business Response /* (1000, 5, 2016/03/21) */
Thank you for the opportunity to respond to [redacted] concerns.
After receiving the complaint, we reviewed the notes in [redacted] account. She signed up for our services on 2/22/2016 and was sent a receipt that same day. There are no...

further instances of contact with [redacted] after that, until she left a [redacted] comment with concerns regarding her ad on 3/6/2016. Our Client Services Manager reached out to the client after she left the comment. He was unsuccessful, and left a voice message.
We received the client's Revdex.com complaint on 3/14/2016. Our Client Services Manager successfully reached out to [redacted] on 3/15/2016 to address her concerns. Although the client's ad was online, it did not perform as well as we would have liked. Therefore we issued [redacted] a full refund and offered a free month trial for our new Premier marketing campaign. The client indicated that she was happy with the outcome, and decided to not pursue the month trial.
If [redacted] has any other questions or concerns, we encourage her to contact us at any time between 9AM and 5PM (PST), Monday - Friday.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They say that the ad didn't perform to my satisfaction. Actually, it was supposed to be a [redacted] search where people would see my website on the first page when typing in a search "[redacted] real estate". However, everytime I tried typing in that search, I would never see my ad on the first page, or any page for that matter, with the exception of just one day. As of today, there is no pending refund showing on my online credit card statement. The online statement is updated regularly. I will remove this complaint once I have received the refund.
Final Business Response /* (4000, 9, 2016/03/23) */
Thank you again for the opportunity to respond to [redacted] concerns.
Our accounts show that [redacted] refund in the amount of $149.95 was submitted on 3/16/2016. We emailed the client a transaction ID number to help her locate the funds.
If [redacted] has any other questions or concerns, we encourage her to contact us at any time between 9AM and 5PM (PST), Monday - Friday.
Final Consumer Response /* (2000, 11, 2016/03/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Refund received.

Initial Business Response /* (1000, 5, 2015/12/29) */
Thank you for the opportunity to respond to [redacted] concerns.
After receiving [redacted] complaint, we searched for his number in our database. The number that [redacted] provided, [redacted], was not there. There's a possibility...

that [redacted] has received calls from us and our competitors and thinks we're the same company.
The issue here is that real estate agent's have a lot of forwarding numbers provided by online sites. For example, it appears that [redacted], [redacted] and [redacted] do not get an agent's permission before setting up a random forwarding number to their known existing numbers.
At Bgin Online, our leads are not grouped by real estate agent, but by phone number. This means that an active agent may have a dozen listings in our database, each of which register a separate forward number. Compounding this problem is the sophisticated lead management program, which includes factors that raise a real estate agent's lead score, which means they're likely to show up more often and receive more than one call a week.
Fortunately, this does not happen often. However, one solution we are working on is an opt-out form on our website. There, a real estate agent could submit any numbers they wish to be placed on our Do Not Call list.
To make sure matters are resolved, we've added the provided number in [redacted] complaint onto our Do Not Call list to avoid any future issues.
If [redacted] has any additional questions or concerns, we encourage him to contact our Client Services department anytime between 9 AM and 5 PM (PST), Monday - Friday.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The number I provided is the local (908) number which I was called from by BginOnline. My phone number is [redacted] which was called by BginOnline.com. [redacted] looks to be a local forwarding number used by many solicitors to trick people into answering a local phone number. It makes it impossible to return a call from the company that called you using caller ID. "The trick is called 'phone spoofing.' It's a tool used by fraudsters to mislead people into thinking the call is from a reputable business or person".I listened to the entire sales pitch to make sure it was the same company that called me two previous times. At the tail end of the call I asked the rep what the company name was again and I asked him to spell it. I wrote it down to there would be no mistake. I have since searched Yelp reviews of BginOnline and have found similar complaints. Fortunately I did not make the mistake of providing payment. Being in the Real Estate business, I find this practice to be deceiving and unethical.
I would like to be clear, I do not have any forwarding numbers to my only cell phone. Our office line is answered by the front desk and is manually forwarded by the admin to my desk, never to my cell phone.
I also am new to Real Estate and have no listings. This debunks all reasons BginOnline.com gave in the last response.
Final Business Response /* (4000, 9, 2016/01/07) */
Thank you for the opportunity to respond to [redacted] concerns.
We are business to business and the FTC regulations are very different when you call from one business to another, specifically offering products related to the function of the latter business. Suffice to say, we are very likely the single most paranoid telemarketing company when it comes to FTC regulations. We hugely overshoot all of them, even to the point of using a custom system in order to adhere to the very latter.
As for our own lead management, though we're always working on properly linking names and numbers, it's impossible to do so on a full scale. We have 1.5 million active leads and each real estate agent has, on average, four (often many more) forwarding numbers assigned to each of their answering numbers, and they spell their name differently and use nicknames and different cities from site to site. So we aren't just hiding behind the letter of the law, either: it's logistically impossible to link all related numbers.
When we receive a Do Not Call request, we permanently blacklist that number, but the real estate agent's cell phone may be getting calls from 10 different forwarding numbers, so they could easily get a call from us again later the same day. Also, our call system is custom designed to have zero intelligence (preventing any ability to autodial), which also means that an agent can manually type in that number and call it. That fits the laws, as well, since the number's on our list and the agent didn't receive that number as a lead.
It's in our own next interest not to call leads on the Do Not Call list. They waste our precious time. Therefore, any numbers provided by the client have been placed on our Do Not Call list to avoid any further issues.
If [redacted] has any additional questions or concerns, we encourage him to contact our Client Services department anytime between 9 AM and 5 PM (PST), Monday - Friday.

Final Consumer Response /* (2000, 9, 2016/02/05) */

Initial Business Response /* (1000, 5, 2016/02/18) */
Thank you for the opportunity to respond to [redacted] concerns.
Our notes show that the client signed up for our services on 1/15/2016. [redacted] called in on 1/28/2016 with concerns regarding his ad placement. Our Client Services...

representative explained our services and the client was still confused, so we ran a Not Online Ticket, which is an analytic report of our client's advertisement. Our records show that the client's Not Online Ticket was sent out on 1/28/2016 and again on 2/8/2016 when the client called in with concerns over not receiving an email.
Our clients often have trouble finding their advertisements, and there can be so many reasons for that. We look into the back-end statistics that are given to us directly from [redacted] to confirm our client's ads are online in front of interested and active buyers and sellers. In the 3 weeks [redacted] ads were live, [redacted] reports that their advertisements received 56 impressions and 2 clicks.
Like all good things, effective advertising does take some time. Because we are not [redacted], just advertisers who use their platform, we have to trust their numbers and statistics. But internally, our confidence in our own service is based on a great deal of real world experience.
We would have loved to work with [redacted] to make his ads more effective, but ultimately cancelled the client's account at his request. Because his ads were live, our services were provided, and we are unable to issue a refund.
If [redacted] has any additional questions or concerns, we encourage him to contact our Client Services department anytime between 9 AM and 5 PM (PST), Monday - Friday.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company claimed that the phrase we paid for received 260 clicks per months - this can be confirned by a witness who listened in during the phone call.
As the company states themselves during the time of being live we received a total of 2 clicks. I don't understand how 2 clicks in 3 weeks will go to 260 clicks in 4 weeks.
In addition - there is no proof that there were actually two clicks. There is no record that the report actually came from google neither is there a screenprint of the phrase being in the top position in google.
I still think this is not erhical and business misconduct and still want my money back.
Final Business Response /* (4000, 9, 2016/02/29) */
Thank you again for the opportunity to respond to [redacted] concerns.
The phrase, "[redacted]," was searched on average 260 times per month at the time of the sales call on 1/15/2016. Attached is the call in which that is explained. The search rate is different from the click rate, and doesn't guarantee 260 clicks, as we cannot force someone to click the ad once they've searched the phrase.
We get all of our analytics directly from [redacted]. Here is an article on [redacted] AdWords about editing ad text: [redacted]. You'll see the format is the same as the screenshot we took, proving we get the numbers straight from [redacted].
Generally getting a screenshot of a live ad messes up the ad data. [redacted] actually recommends not searching for your own phrase. It can be difficult to find your phrase because [redacted] rotates it, so if you're looking for your ad and find it, [redacted] may then rotate it out and a potential client will miss it.
However, when a client asks for a screenshot, we are more than happy to get that to them. A screenshot of [redacted] ad is also attached.
We understand it's tough to take our--and [redacted]'s--word for it, but the numbers speak for themselves. [redacted] ads were live in front of interested and active buyers for the 3 weeks they were online, receiving 2 clicks and 60 impressions.
Like we said previously, effective advertising does take time. Prospective clients don't typically call the first agent they see in an online search, and don't go through the home buying or selling process in 3 short weeks. It takes repeated exposure, which is why online marketing is an investment.
If [redacted] has any additional questions or concerns, we encourage him to contact our Client Services department anytime between 9 AM and 5 PM (PST), Monday - Friday.

Initial Business Response /* (1000, 5, 2018/01/31) */
[redacted], we regret that you were unsatisfied with our products and services. Above all else, we believe in doing right by our customers.
It looks like you signed up for our Platinum Package on December 21st, 2017. With this package, we...

guarantee that your advertisements will be seen within your chosen locations 8000 times within a 30 day billing period. Per your request, we closed this account at on January 12th, 2018. On January 17th, you spoke with one of our managers, who shared with you the audio recording of your agreement to purchase. Here is the guarantee that was read verbatim in your disclaimer:
"Your ads will be linked to (your website) and are guaranteed to display on websites at least 8000 times per monthly bill cycle, to people who are identified as "in the market for real estate" within your chosen location of (your locations). You will receive a performance report within a few days prior to your subscription renewal date which will include a breakdown and summary of the views your ads received. Should the number of total views be less than the number guaranteed, you will be entitled to an account credit equal to the value of one month of service."
At the initiation of your account, we began delivering your advertising services as promised. Unfortunately, you canceled your services before we were able to deliver your full month of advertising. Therefor, your account did not qualify for a refund. We apologize for any confusion.
It is very important to us that you feel satisfied with the resolution of your concern. A full refund has been issued back to your account. We hope that you have a wonderful day, and urge you to call us if you have any questions or concerns regarding your refund.

Initial Business Response /* (1000, 5, 2017/06/27) */
Thank you for the opportunity to respond to [redacted]'s concerns. It is unfortunate that [redacted] has such a negative, and incorrect perception of our service. We wish to make it absolutely clear that we are not a fraudulent company, making...

false claims. We have, in the past, provided first page placement advertisements on various search engines, but we no longer offer this service. We provided [redacted] with target marketing, strictly aimed at consumers who were seriously looking to participate in a real estate transaction. Anyone who was flagged as unlikely to participate in a real estate transaction will not see the advertisement without performing extensive real estate research, while behaving like a typical consumer. Working in real estate can prevent a person from seeing the advertisement.
We have never provided [redacted] with any kind of search engine placement or optimization, thus we would be unable to make [redacted]'s website generate on any search engine page.
We generate reports through a program that takes analytic information directly from the advertisement network and combine it with client information. Under no circumstances do we create "fake" reports. There are instances which a report may reflect incorrect information, but we do not doctor the results in our reports. If there are errors in reports we are more than willing credit or refund our clients.
[redacted] was due to receive 3 reports in her initial month, a 10 day. 25 day, and 30 day report. She was due to receive 25 day and 30 day reports each month thereafter.
In response to [redacted]'s negative experience, we have returned the funds to the client, as well as preventing any future recurring billing.. If [redacted] has any additional questions or concerns, we encourage her to contact our Client Services department anytime between 9 AM and 5 PM (PST), Monday - Friday.
Initial Consumer Rebuttal /* (2000, 7, 2017/06/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2018/02/24) */
[redacted], we sincerely regret your initial impression of our company. We understand and respect both the need to research potential marketing beforehand and involve your colleague in your marketing endeavors. I am pleased to hear that our sales...

person was nice and informative, as we pride ourselves on holding our employees to a high degree of respect and professionalism.
The agent who contacted you was hoping to offer you a chance to put yourself in one of our limited marketing slots available in your area. It was a time sensitive offer, hence the urgency our agent stressed to you. We do work with many real estate teams and many clients choose to proceed to secure their slot before adding their partner at a later time. We apologize that you didn't feel that you were allowed to do your due diligence and felt pressured on the spot.
We would love a chance to show you what we can do and to turn your experience around for the better. Please don't hesitate to contact our Client Services department anytime between 9 AM and 5 PM (PST), Monday - Friday.

Initial Business Response /* (1000, 5, 2016/07/18) */
Thank you for the opportunity to respond to [redacted] concerns.
After receiving the complaint, we reviewed the notes in the client's account as well as the calls in our Sales and Client Services departments.
[redacted] signed up for...

our Premier service on 5/9/2016, which displays his ad to local markets on thousands of websites across the web, boosting his brand awareness. With our Premier service, his ads reach people who have expressed an interest in real estate in his local market and continues to follow them around the web. This is an exclusive service offered to a limited number of agents in each area to give our clients a competitive edge. The package that [redacted] signed up for guarantees his ad will be seen by interested buyers and sellers at least 2,000 times.
One of our Client Service agents called the client and left a message on 5/11/2016 to let him know his marketing campaign was up and running. He called in that same day to customize his ad, and we sent him his proof. We have no further instances of contact with [redacted] until his call on 6/8/2016 to cancel and request a refund. Our agent cancelled his account, and sent his case to our Client Services Supervisor for review to determine if a refund should be issued. Our Client Services Supervisor reviewed the sales call, and determined that our money-back guarantee was clarified by our verification officer before the point of sale, and thus a refund was only warranted if the client did not receive the guaranteed number of 2,000 impressions for the month. During the month that [redacted] marketing campaign was live, his ad received around 7,000 impressions, well over the 2,000 guaranteed.
The case was then sent to our Client Services Manager. After further review, we believe our sales agent did mislead [redacted] with references to a satisfaction guarantee. We were able to determine that the agent [redacted] spoke with has received a policy violation. We were able to use this call as a learning opportunity, which allowed this agent to receive valuable training to improve his performance and become a more successful team member.
In order to ensure [redacted] full satisfaction and compensate for the lack of clarity in the sales call, we have issued him a full refund. Our Client Services Manager reached out to the client to discuss the outcome on 7/13/2016.
If [redacted] would like to discuss this, or has any further questions, he can reach us anytime Monday - Friday, 9 AM - 5 PM (PST) at (800) 469.8013.

Initial Business Response /* (1000, 5, 2016/06/20) */
Thank you for the opportunity to respond to [redacted] concerns.
After receiving the client's complaint, we reviewed the notes in her account as well as our calls with her in our Client Services department.
Our notes show that [redacted]...

signed up for our services on 5/9/2016. One of our Client Service representatives reached out to the client on 5/11/2016 to let her know that her marketing campaign was up and running. Our initial up and running call is simply a reiteration of our product that is discussed at the point of sale. Our representative was unable to reach [redacted], and left a voice message. Our representative tried again on 5/12/2016, but [redacted] was unable to speak with us at that time, so our representative scheduled a call for 5/13/2016 at 10 AM (EST). Our representative called at 12:14 PM (EST).
We apologize for reaching out to [redacted] after the scheduled time on 5/13/2016. Usually we do not set specific call times back; we simply let our clients know we will try again. In extreme cases we do offer a callback time, but with calls coming in and running long, we can't always hit the exact mark. We do, however, leave a voicemail that includes our number for our clients to reach out to us at their convenience.
We reach out to each client after the first 48 hours from the point of sale and aim for two points of contact from that point moving forward, including voicemail, therefore, the call on 5/11/2016 and 5/13/2016 are the two instances our Client Services representative was referencing on his phone call with [redacted] on 6/6/2016.
In regards to the client not being able to view her ad, there can be many reasons for this. [redacted] uses a sophisticated algorithm to determine interested buyers and sellers who are serious about real estate in our clients' areas, which is why it is so hard for our clients to see their own ad. What we can do is look into the back-end statistics that are given to us directly from [redacted]. The effectiveness of [redacted] marketing campaign is reflected in her reports, which include data directly from [redacted]. [redacted] received a preliminary 10 day report and a 25 day report on the performance of her ad.
We create every client's ad after the point of sale based off the example ad on our website. That ad is put online within 48 hours. Had [redacted] called to request this, we would have been more than happy to send her a copy of her ad and discuss her marketing campaign, which we did when she called on 6/13/2016.
Ultimately, would have loved to work with [redacted] to make her marketing campaign more effective, but cancelled her account at her request. The client's ad was online, reached the guaranteed number of impressions, and we sent [redacted] proof of the performance of her ad with the reports from [redacted]. Considering our services were provided, we are unable to refund [redacted].
If the client would like to discuss this, or has any further questions, she can reach us anytime Monday - Friday, 9 AM - 5 PM (PST) at (800) 469.8013.

Initial Business Response /* (1000, 5, 2015/10/23) */
Thank you for the opportunity to respond to [redacted]s concerns.
After receiving notification from the Revdex.com of the client's concerns regarding her experience with our company, we reviewed the notes in [redacted]s account, as well as the phone...

calls we received from [redacted] in our Client Services department.
[redacted] signed up for online advertising services with our company on April 9, 2015. On April 27, 2015, the client called in to our Client Services department to close her account. Our Client Services Representative worked with [redacted] to maximize her marketing efforts, adding four extra phrases at no additional charge. On May 6, 2015, [redacted] called in to the Client Services department to cancel her account and asked for a refund. The Client Services Representative speaking with [redacted] explained how the advertisements work and what our guarantee is. [redacted] said she understood that she could not receive a refund, but insisted on canceling her service, at which point our Client Services Representative honored her request.
At Bgin Online, we offer online advertising solution to real estate agents, however, this does not include lead services. The ads [redacted] purchased through us were up and running throughout the life of her account.
We work diligently to address any concerns by our clients. We regret that [redacted] was not fully satisfied with the results of her service. However, when this client initially called our Client Services department, the representative who spoke with her explained the service thoroughly, even adding $600 worth of phrases at no additional cost to the client. In the call with our Client Services Representative, we shared the results of [redacted]s ads with her, which show that the client's ads did receive impressions and clicks for the short time they were online. Considering that service was provided as promised, we are unable to offer [redacted] a refund.
If [redacted] has any additional questions or concerns, we encourage her to contact our Client Services department anytime between 9 AM and 5 PM (PST), Monday - Friday.

Initial Business Response /* (1000, 8, 2017/01/25) */
Thank you for the opportunity to respond to Ms. [redacted]'s concerns. We regret her negative experience with the service, but would like to make clear, that we are not a fraudulent company. We simply provide advertising services, showing...

advertisements to people looking to buy or sell a home in a particular area. We cannot control consumer behavior and thus do not guarantee calls.
We guarantee that the client's advertisements would be seen at least 4,000 times by interested consumers whose online activity indicated that they were interested in [redacted] real estate, as determined by [redacted]. There are no "keywords" that would trigger the client to be able to see their own advertisement. We regret that the client was mistaken her ad would appear to her organically by key phrase searching.
We reviewed our records, and found that Ms. [redacted] did not ask our client services department for a refund, she merely requested to close the account. Although the services had been rendered in full, if Ms. [redacted] had simply requested to have her money returned, we would have happily worked with her to ensure she was satisfied. We did advise Ms. [redacted] that advertising takes time, in most cases, longer than 30 days to generate a substantial return on investment.
In response to Ms. [redacted]'s negative experience, we have returned the funds to the client. If Ms. [redacted] has any additional questions or concerns, we encourage her to contact our Client Services department anytime between 9 AM and 5 PM (PST), Monday - Friday.

Initial Business Response /* (1000, 8, 2015/09/16) */
Thank you for the opportunity to respond to [redacted] concerns.
After receiving notification from the Revdex.com of the client's concerns regarding her experience with our company, we reviewed the notes in [redacted] account, as well as the...

phone calls we received from [redacted] in our Client Services department.
On August 17, 2015, [redacted] called our Client Services department to bring attention to the fact that she did not see her ads after the initial 48 hour installation period. During the call, a Client Services Representative checked the client's account and was unable to see [redacted] ads. The Client Services Manager submitted a ticket to ensure the ads were running online. The client also noticed a spelling error in the online ad. A Client Services Representative apologized for the mistake, and immediately corrected the error and updated the billing date.
The next day, [redacted] still did not see her online ad and called our Client Services department. [redacted] thought she had purchased three phrases for Google and one phrase for [redacted]. During [redacted] call with a Client Services Representative, they explained to [redacted] that she had a triple package with [redacted] and [redacted]. The Client Services Representative explained that they saw her ad displaying on [redacted] and if that was the case, it would also be displaying on [redacted] asked how to get a refund and the Client Services Representative explained to her that we normally do an investigation with the search engines to get feedback before issuing any refunds.
[redacted] said she would like a full refund if she did not see her ads by August 21, a week after her account was opened. The Client Services Representative explained that the ticket would be back later that day to show the results of her ads. The client was not willing to wait for the outcome. To ensure matters with this client were resolved, we issued [redacted] a full refund of services at the time of her request.
If [redacted] has any additional questions or concerns, we encourage him or her to contact our Client Services department anytime between 9 AM and 5 PM (PST), Monday - Friday.