Agency Pro Software, Inc.

We have received this notice of complaint and would like it resolved/removed from our record asap. The points this end user/customer makes in his argument are not valid reasons for a Revdex.com blemish! 1. Yes, AgencyPro Software does power both private databases for casting directors
like On Location Casting who *** *** is on file with, and our own separate national website at AgencyProTalent.com where is also has an accountYes, On Location's email address that he listed is on our mail server, because we power their private database which allows the admin to send talent mail and text. We have over 300,other talent like *** *** who have not misconstrued the similar branding to this degree.2. I have been trying to work with *** *** since his initial complaint was received regarding his interaction with our support rep *** * They didn't care for each other's tone and sometimes people are not compatible but I apologized for any inconvenience to *** *** as ***'s supervisor and I also told him I would give him a complimentary months in the national website (worth well times the initial $he paid there) and a free video slot which is normally $and that I would mail him a second set of free business cards which I thought was the ultimate initial problem he had not received them in a timely enough fashion! Unfortunately, his account billing has a bug that we were working on resolving due to his status in the private database *** that he doesn't pay for and the national account kept un-comping/deactivating. I told *** *** TODAY that I would get it resolved and comp him for the remainder of the year as a courtesy but he didn't give me that opportunity. I have provided Screenshot in the second attachment to show you the ticketing system where I apologize and informed *** *** on July 2, of my intent to help his caseBased on this request, I have record that a $refund was processed back to *** ***'s card todaySee attachment showing Paypal refund processed. Please close this case and resolve and strike from our record if possibleIt should have never gone this far as I've been working with the customer toward remedyI have DELETED his talent account from our national AgencyProTalent.com database and he will remain at the FREE level in On Location Casting unless he chooses to pay to upgrade there.With thanks,
** ***
AgencyPro Software
Director of Client Relations
###-###-#### x***
###-###-#### - Fax
www.agencyprosoftware.com
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[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Although they did refund my money, they make it seem like this was the first I had made such a request when in fact I had gone back and forth with them about this matter several times going back to February 5th, I sent them a copy of the email they sent me stating what I was to receive for my money and they continued to deny any kind of reconciliation until I notified the Revdex.comI have the full email chain between usIf they had just written, "He was refunded his money." I would have let it go, but if they want to continue to deny responsibility for a poor and bullying form of customer service while trying to push the blame onto *** ***, I'll not have it.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
[redacted] is still trying to turn accountability to the customer; and provide lies and untruths. In his previous response, which I noted in my previous rejection, that ** claimed to have talked to me on the phone. He never did; nor did he ever leave a message. As I noted in the previous rejection, the last time a correspondence was made to me was on July 10, 2014 in which he wrote,:
"Hi [redacted], I ask you not to contact the Revdex.com. We are having a tech
issue with the [redacted] system and our national colliding and affecting your free
Comp. I will get it fixed and you will not be charged in APT for the year
from the day I fix it."
With thanks,
[redacted]


MJ NEVER let me know, as he claimed, that I had access to video uploading and many of the other perks that came along with the year membership. Only the year membership was patronizingly insinuated to by [redacted] on July 8.
Also, along with the refund; I wrote how I wanted a written apology form [redacted]. Not only was that not done; but ** rudely defend [redacted]; and tries to pass off this exchange as my fault.All I ever wanted was for their business to provide customer service, which they clearly note predominately on their website. I got defensive, persoanl attacks, instead. I would have dropped this complaint if I got a simple apology and refund. I received my refund; but got attacked in the process. I want my complaint to stand firm against Agency Pro, for I do not want anyone to have to deal with the unprofessional, hateful demeanor of [redacted] and [redacted].I also expect my credit card NOT to be charges again for this month. If it is, more complaints will come to them, as I will take this as a personal retaliation to this complaint.Respectfully,[redacted]

The customer has an account under the name [redacted] with [redacted], a talent database we power. The customer emailed and asked us to cancel his account on Friday Feb 20. We immediately accommodated that request and explained that if the customer was unhappy with the amount of work...

opportunities presented by the casting party they should address that with them directly as we are only the software company powering the technology.  He had not requested a refund.  Now that we saw a refund request in his complaint, we have also processed that in the full amount of $120 on the same day we received notice, 2/23/15.  Please see attachment and let us know what you need further to clarify the matter.MJ W[redacted]Director of SupportAgencyPro Software800-985-9147 x306
www.agencyprosoftware.com  
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“Happy to Help!”

Dear Revdex.com, I provided you with an attachment in the last response of the approved credit refund processed in our paypal system, it may take a few business days to get to the customer's account.  Yes, the customer was made aware that he was being comped for a full year by [redacted] via my orders, because he states that himself in this ticket # 6163 I am attaching as a refernce file. He took issue with the word choice that our rep made of "generous".  Customer states: When I logged in today, July 9, my Talent Account
Status reads: "De-Activated". I received another condescending email
from [redacted], saying "Your AgencyProTalent.com account has been
generously comped for a full year.". I will be contacting the RevDex.com in complaint.To be clear,  I am interested in getting this case resolved ASAP and would appreciate any cooperation from Revdex.com and the customer in doing so. If the customer would still like to use an account in our national website at AgencyProTalent.com,  the offer still stands for the free year of comping from date of resolution. We have now fixed the billing bug that I mentioned to the customer was deactivating his account after I comped it the first time.  Please let me know how you would like me to proceed with the account. Again, the refund has been processed. If for some reason by next Monday you still do not see it, I can investigate with Paypal and then re-process if need be.
With thanks,
 
[redacted]
AgencyPro Software
Director of Client Relations
800-985-9147 x306
www.agencyprosoftware.com  
save time. save money. grow your business.
r

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
As of July 11, 2014 I have NOT received a refund of $19.95 to my credit card. Second, I NEVER spoke to [redacted]'s supervisor ([redacted]) on the phone, NOR was a message EVER left by him. Thridly, he NEVER addressed how my account STILL shows "deactivated" on the On Location Casting site, as well as AgencyProTalent. Finally, the LAST correspondence I receoved from [redacted] was YESTERDAY, July 10, which read: " Hi [redacted], I ask you not to contact the Revdex.com. We are having a tech
issue with the [redacted] system and our national colliding and affecting your free
Comp. I will get it fixed and you will not be charged in APT for the year
from the day I fix it.". Please note, IN NO WAY, does ** mention ANYTHING about comping a year long membership and/or video uploads, etc.
Thank you.
Sincerely,
[redacted]

Review: On June 23, 2014, I paid AgencyProTalent $19.95 for a month membership to their site. On June 30, I called Agency Pro, mainly due to my frustration with getting support. I had called previously three different times, ALL during posted business hours, only to get a recording stating that no one was available to take my call. I called to complain about the lack of available support, which Agency Pro CLEARLY states would be available on the site. Also, I wanted to inquire about business cards that were owed to me, as well. Unbeknown to me, the cards WERE delivered the very day I left my message. On July 1, [redacted] called; but I was unable to answer. I assumed he would call back; but that same day, I received a demeaning, disrespectful email from him. He said it was "utterly unreasonable" that I would expect my cards to be delivered in 48 hours (which I NEVER expected. When I made the complaint, it was coming up on a week since I paid for my month.). Also, despite me calling 3 different times (DURING BUSINESS HOURS), he claimed that because they are in Philiadelphia, THAT is why no one answered (even though all three times, I got the same message that no one was there to take my call!). After making a written complaint to Agency Pro on July 2 to complain about [redacted]'s rude response, I stated in the complaint that I expected my entire month membership to be provided ( as I anticipated retaliation for my complaint). The next day, July 3, I saw that my account was "deactivated". I submitted another written complaint, expressing how I expected my full month, of which I paid. On July7, [redacted] wrote, : "Your account is comped. The system had to deactivate first before it could comp the account." At this time, I also received an email from On Location Casting, telling me to update my profile. On their login, On Location casting has clearly, a Agency Pro Talent logo on it. Being such, I thought the two accounts were connected, so I made a written complaint, expressing how I paid for my Agency Pro membership and expected my On Location account to be opened, as well (it should also be noted that the email to On Location CLEARLY had Agency Pro in it, as follows: onlocation @agencypro4.com!). On July 8, [redacted], once again, sent a condescending email, stating my Agency Pro account has been "generously comped for a full year."; and that my AgencyProTalent account was " based upon the data from your On Location Casting account.". Despite this, he claims that "Other than that, they are not related in any way, so you will not be activated free of charge in On Location Casting". Exasperated, I reluctantly accepted this weak and illogical reasoning, and was willing to let the issue stand. As of today, July 9, 2014, upon logging on to AgencyProTalent.com, my account is labeled as: "deactivated".Desired Settlement: I wish to receive a refund of $19.95 and a written apology from [redacted].

Business

Response:

We have received this notice of complaint and would like it resolved/removed from our record asap. The points this end user/customer makes in his argument are not valid reasons for a Revdex.com blemish! 1. Yes, AgencyPro Software does power both private databases for casting directors like On Location Casting who [redacted] is on file with, and our own separate national website at AgencyProTalent.com where is also has an account. Yes, On Location's email address that he listed is on our mail server, because we power their private database which allows the admin to send talent mail and text. We have over 300,000 other talent like [redacted] who have not misconstrued the similar branding to this degree.2. I have been trying to work with [redacted] since his initial complaint was received regarding his interaction with our support rep [redacted]. They didn't care for each other's tone and sometimes people are not compatible but I apologized for any inconvenience to [redacted] as [redacted]'s supervisor and I also told him I would give him a complimentary 3 months in the national website (worth well 3 times the initial $19.95 he paid there) and a free video slot which is normally $25 and that I would mail him a second set of free business cards which I thought was the ultimate initial problem he had not received them in a timely enough fashion! Unfortunately, his account billing has a bug that we were working on resolving due to his status in the private database [redacted] that he doesn't pay for and the national account kept un-comping/deactivating. I told [redacted] TODAY that I would get it resolved and comp him for the remainder of the year as a courtesy but he didn't give me that opportunity. I have provided Screenshot in the second attachment to show you the ticketing system where I apologize and informed [redacted] on July 2, 2014 of my intent to help his case.3. Based on this request, I have record that a $19.95 refund was processed back to [redacted]'s card today. See attachment showing Paypal refund processed. Please close this case and resolve and strike from our record if possible. It should have never gone this far as I've been working with the customer toward remedy. I have DELETED his talent account from our national AgencyProTalent.com database and he will remain at the FREE level in On Location Casting unless he chooses to pay to upgrade there.

With thanks,

AgencyPro Software

Director of Client Relations

###-###-#### x[redacted]

###-###-#### - Fax

www.agencyprosoftware.com

save time. save money. grow your business.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

As of July 11, 2014 I have NOT received a refund of $19.95 to my credit card. Second, I NEVER spoke to [redacted]'s supervisor ([redacted]) on the phone, NOR was a message EVER left by him. Thridly, he NEVER addressed how my account STILL shows "deactivated" on the On Location Casting site, as well as AgencyProTalent. Finally, the LAST correspondence I receoved from [redacted] was YESTERDAY, July 10, which read: " Hi [redacted], I ask you not to contact the Revdex.com. We are having a tech

issue with the [redacted] system and our national colliding and affecting your free

Comp. I will get it fixed and you will not be charged in APT for the year

from the day I fix it.". Please note, IN NO WAY, does ** mention ANYTHING about comping a year long membership and/or video uploads, etc. Thank you.Sincerely,