Thank you for bringing this to our attention. We deeply apologize for the experience that Ms [redacted] has had with response times from our Customer Success team and the cycle time in receiving her refund. We have been dealing with extenuating circumstances with regard to support capacity and...
accounting system processes since the insuranceQuotes system upgrade occurred in March, and while we recognize that is no excuse, we did want to attempt to explain. As her refund is from a pre-payment that occurred on her account before the system upgrade, we can 100% guarantee that the refund for Ms [redacted] in the amount of $549.01 wither has already been processed or will be immediately. This refund was requested in late March and has now been escalated for a second time to ensure that the check is issued (which is unfortunately the only way the refund can be issued given the system upgrade).
Complaint: 10335926
I am rejecting this response because:I do not wish to receive a credit and my bill was never credited for 50% off leads - at any point. The sales rep was misleading in his discription of how the 1/2 off leads worked.
Regards,
[redacted]
Hello,Thank you for bringing this matter to our attention. We did speak with Mr. [redacted] on the 7th and a manager provided email confirmation back to him that we have refunded the charge back to his card. A manager has also reached out by phone to speak to him in more detail about his concerns. If...
can contact our offices again we will be happy to review things together. Thank You.
Thank you for sharing Mr. [redacted]'s response with us. Unfortunately we cannot refund the money spent. We have records of the call attempt to his office on 12/3 and as indicated in the documented instructions he received, returning leads is not done by email so there no possibility for a server issue in this case. He clearly logged in to his account where returns are submitted but the leads were not returned so again we had no way of knowing there was an issue. However, we understand there are two sides to every story and we want to resolve this amicably. As such we will gladly offer a full credit (good towards future leads and/or live transfers) on 100% of what he previously spent with us in attempt to make amends.
Thank you for bringing this to our attention. Reviewing Ms. [redacted]'s account we show that we refunded $40.19 back to her on 6/23. Hopefully we will be able to earn her business again in the near future.
Thank you for bringing this matter to our attention. We apologize for the experience that [redacted] had with our service, and the results are not typical. In researching the complaint, we have found clear and well documented consistent communication between [redacted] and our Customer...
Success team during the months of Dec, Jan, Feb, and March. It appears that any issues experience in Dec, and in the subsequent months, were addressed and resolved at the time as indicated by the documented emails and phone calls over those months, and by [redacted]'s continued purchasing of our products. While we understand that not all customers agree with our return policy, it is something that has been in place for many years and was explained well before the claim of the requested cancellation. Regarding [redacted]'s claim that he requested to cancel in the beginning of March and continued to receive our product after that time, we have no record of this requested cancellation until March 24th, 2016, and in fact on March 7th there was both an email exchange and a phone call with [redacted] and neither of those exchanges document any desire to cancel the service. That being said, it is clear that our product ultimately did not work for [redacted] and we understand that miscommunications do occur so we are giving him the benefit of the doubt and refunding 100% of his March spend ($477.57). Hopefully we will have the opportunity to work with [redacted] again in the future.
Thank you for bringing this to our attention. We deeply apologize for the experience that Mr. [redacted] has had with response times from our Customer Success team and the cycle time in receiving his refund. We have been dealing with extenuating circumstances with regard to support capacity and...
accounting system processes since the insuranceQuotes system upgrade occurred in March, and while we recognize that is no excuse, we did want to attempt to explain.There were 3 recent charges on the account (3/24, 3/26 and 3/27) each for $100. We have processed refunds for these charges and they should show back on his bank card with a few business days. Hopefully we ever have the opportunity to earn his business again in the future.
Complaint: [redacted]
I am rejecting this response because:In Response to;“Looking at the account it appears this is onlythe case for one lead.”This, of course, is not thecase. There are easily 30 Plus leadsthat are verifiably bogus. In Response to; “As the for the leads that were returned butdenied for credit, our policy as is covered in the purchase agreement that wasaccepted when the account was activated, is that we must be able to verify (viaa conversation with the consumer) that a return reason is valid in order toprovide credit for the lead”Their policy is flawed,purposely, to favor them. I didn’t seeanywhere in the tos that they will deny a credit if they can’t verify thequality of their service. & even ifthere is such a statement, it’s not a legitimate reason as it is their product& their Burdon to bear NOT me the customer. In Response to;“In reviewing the account, there have been 15lead returns denied due to our inability to contact the consumer and 4 of thosehave already been credited by his account manager.”There are 38 leads that needto be credited. These are leads that were given to me for a line of insurancethat I did not request or for a lead where the prospect never wanted a quote.I was speaking to [redacted] & she brought up that some people get the quote so they can get acredit when playing a online game. She statedthat this was unacceptable, as it should be.A few days ago, sure enoughI receive a lead for someone who did just that. (below is the credit requestthat was sent as they do not have this as one of their credit reasons in thepull down field) Lead ID: [redacted] "I just spoke to this person. She isn't interested. She stated, & I Quote, "I just filled that out to get freecredit on a game" I asked her to repeat what she said & she saidit again. I then stated it back to her for clarification & she confirmedit.The above e-mail request wasreturned undeliverable as I have been blocked. I am rightfully entitled toa credit of 38 leads AT THE FULL PRICE I was charged, not their discounted base price! That is what I demand.
Regards,
[redacted]
Dear Ms. [redacted],We deeply apologize for the inconvenience that these calls and messages have caused you. This message is to confirm that you have been added to our Do Not Contact list. Notices have been sent via email to any partners who may have received your information. It...
can sometimes take a few days for the proper changes to occur in our partners' systems. Please do not hesitate to reach out with further questions or concerns.Thank you.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] I had to call them to follow up, I called yesterday and they claim to have called me twice on my business line. The rep said it was disconnected it is not that is the number I called them from. The company said they will call me today after reviewing the issue again.We will see if they follow through.
Complaint: [redacted]
I am rejecting this response because: all explanations set here is nothing but fraudulent and deceitful business jargon and practices meant to throw dust into customer's eyes.The sales Representative did not mention any service plan involvement to me throughout our conversation. She only requested of me my sales demographics, and said I was soon to receive a first set of leads, and a second one;and I had one week to review until charges begin. This was on the July 7th,2015, and that she categorically said your account will be charged on July 24th,2015. Their repeated "free Leads" explains nothing. I did not expect to get free Leads from any Company when I searched for Leads.Neither anyone including who wrote this response expect anything free when they shop, but minds change for several reasons,and merchandise returned for refunds. It is only deceitful business that argue on customer's returns. I did not do any return of Leads to them because, the criteria which they had set for reason for return Leads,none of them fit into my reason of deceit.They had intentionally and immediately turned of my account; so I could not sign in and to attempt any returns. Of course, and truly, I decided later to return all the Leads by using any of their set reasons,no matter what; but I could not login again. On the issue of Service Plan, the other reason that makes me refute it is that, I came to know this company from the Insurance Company I worked with previously, and we were buying Leads from them.There is nothing so far as I know for any Service Plan, but the type and number of Leads provided we paid for. Therefore, they have decided to use this explanation because they have realized I am working independently as an individual.I need them to Refund my $242.25. I have not used the Leads to make any sales from anyone.They can still send the same Leads to other Sales businesses.
Regards,
[redacted]
We completely understand the concern and frustration here. We would like to apologize as this is not the experience we want any of our customers to go through. In reviewing the account we do see the both requests to stop lead flow in April prior to the account receiving leads in May. The account has...
been closed and we have zeroed out the past due balance of $139 with no further collections process needed. Please let us know if there is anything we can help with in the future.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because: The requested refund was for the charges in the amount of $868.23 and the amount credited was only $550.51.
Regards,
[redacted]
Thank you for bringing this matter to our attention. We are very sorry for the experience Mr [redacted] had with our service. In researching the facts behind the complaint, unfortunately we have no record of Mr [redacted]’s request to cancel his account prior 12/21/14. Regarding the statement that he...
requested to cancel by phone on 11/24/14, we have records of two calls occurring that day, however we have a strict policy that cancellation requests must be submitted in writing from the account owner (for our customers’ own security purposes) which would have been discussed at that time but we do not have any records of any follow up written communication Mr [redacted] until 12/21. His account manager did reach out to him by phone on 12/3/14 to check in but that call was never returned. One of the two calls with Mr [redacted] on 11/24/14 was identified as being focused on talking to him about how to return bad leads and this call was followed up with a written email instructing Mr [redacted] on how to return bad leads for credit. That email, as documented in our SalesForce CRM, is inserted below for reference.----created time/date: 11/24/2014 9:12 AMAdditional To: [redacted]CC: Subject: Regarding your All Web Leads Account #[redacted]Body:Hi [redacted], We can credit your account FULL PRICE for the following reasons: * All numbers provided are disconnected, fax or "wrong number" * Lead is a duplicate already received from All Web Leads/Insuranceleads.com * Contact is another agent testing the system * Contact is a student researching a school project * The contact information is obviously incorrect upon initial inspection (Mickey Mouse, asdf asdf, etc) * A language barrier exists with the contact * Prospect Never Requested Quote To submit a lead for return, simply log into your All Web Leads or Insuranceleads.com account and then: 1. Click on 'manage leads' then 'view leads'. 2. Click 'view' to the right of the lead you wish to submit for return. 3. Scroll down to the bottom of the page and click 'return lead'. 4. Select a reason for return. 5. Submit return. Keep in mind that you have 10 days to return a lead. Please contact me if you have any further questions. Thanks!-----------At that time, Mr [redacted] had only received two leads, and subsequently he received an additional 5 leads before we received his cancellation request. Unfortunately, none of the seven leads he received were ever returned for credit so we had no way of knowing there was an issue until his email on 12/21 stating his request to cancel. At that time we offered to provide him credit for bad leads and work with him to attempt get the service optimized (different filters, etc) so that he could get a larger sample set to determine if the program would work long term for him or not. Given all the facts available, at this point we cannot approve refund of charges as we incurred cost in procuring these leads for Mr [redacted] and acted in good faith and in accordance with our service agreement in providing his requested product to him. However, given Mr [redacted]’s experience with AWL we would be happy to provide full credit for the bad leads he received if he would like to re-open the account and receive an additional 7 leads at no additional cost with no strings attached. Or, if Mr [redacted] has documentation of a written cancellation request that was sent prior to 12/21 but that somehow did not get properly attached to his account in our CRM, we will review that in the context of a refund request. We have had the Account Executive that first activated his account search his emails and unfortunately do not have any record of any additional emails, but if we did receive a written cancellation request and continued to send him leads after that then those charges should not have been incurred. Thank you again for bringing this to our attention and for your assistance in attempting to amicably resolve the issue.
Thank you for bringing this matter to our attention. We have made multiple attempts to reach Mr. [redacted] however we have been unable to reach him. If he can contact our Customer Success Team we will be more than happy to review the details and I am confident that we can resolve thing for him.
Complaint[redacted]
A $70 credit to a fraudulent business is an insult. I knew you would try to cheat me and delay as long as possible so I had AMEX do a chargeback to get my money back as crooks like you always lie about their service and never make things right.
Regards,
[redacted]
Dear Ms. [redacted], We are sorry to hear about your recent poor experience with one of our insurance quote properties and call center agents. We strive to provide the most accurate possible information on our sites and with our call center agents. We apologize if the pricing on our...
sites was confusing. Our intention is to inform consumers that they may be able to find coverage as low as $19/month, however, due to differences between plans, your quote may vary. Please do not hesitate to reach out with further questions or concerns. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I have stopped receiving the harassing phone calls.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. While I have decided to close out my account with the company, I would still like to express my gratitude for [redacted]. in his efforts to correct the issues. He is an asset to your organization and should be a model for all of your customer service personnel.
Regards,
[redacted]
Thank you for bringing this to our attention. We deeply apologize for the experience that Ms [redacted] has had with response times from our Customer Success team and the cycle time in receiving her refund. We have been dealing with extenuating circumstances with regard to support capacity and...
accounting system processes since the insuranceQuotes system upgrade occurred in March, and while we recognize that is no excuse, we did want to attempt to explain. As her refund is from a pre-payment that occurred on her account before the system upgrade, we can 100% guarantee that the refund for Ms [redacted] in the amount of $549.01 wither has already been processed or will be immediately. This refund was requested in late March and has now been escalated for a second time to ensure that the check is issued (which is unfortunately the only way the refund can be issued given the system upgrade).
Complaint: 10335926
I am rejecting this response because:I do not wish to receive a credit and my bill was never credited for 50% off leads - at any point. The sales rep was misleading in his discription of how the 1/2 off leads worked.
Regards,
[redacted]
Hello,Thank you for bringing this matter to our attention. We did speak with Mr. [redacted] on the 7th and a manager provided email confirmation back to him that we have refunded the charge back to his card. A manager has also reached out by phone to speak to him in more detail about his concerns. If...
can contact our offices again we will be happy to review things together. Thank You.
Thank you for sharing Mr. [redacted]'s response with us. Unfortunately we cannot refund the money spent. We have records of the call attempt to his office on 12/3 and as indicated in the documented instructions he received, returning leads is not done by email so there no possibility for a server issue in this case. He clearly logged in to his account where returns are submitted but the leads were not returned so again we had no way of knowing there was an issue. However, we understand there are two sides to every story and we want to resolve this amicably. As such we will gladly offer a full credit (good towards future leads and/or live transfers) on 100% of what he previously spent with us in attempt to make amends.
Thank you for bringing this to our attention. Reviewing Ms. [redacted]'s account we show that we refunded $40.19 back to her on 6/23. Hopefully we will be able to earn her business again in the near future.
Thank you for bringing this matter to our attention. We apologize for the experience that [redacted] had with our service, and the results are not typical. In researching the complaint, we have found clear and well documented consistent communication between [redacted] and our Customer...
Success team during the months of Dec, Jan, Feb, and March. It appears that any issues experience in Dec, and in the subsequent months, were addressed and resolved at the time as indicated by the documented emails and phone calls over those months, and by [redacted]'s continued purchasing of our products. While we understand that not all customers agree with our return policy, it is something that has been in place for many years and was explained well before the claim of the requested cancellation. Regarding [redacted]'s claim that he requested to cancel in the beginning of March and continued to receive our product after that time, we have no record of this requested cancellation until March 24th, 2016, and in fact on March 7th there was both an email exchange and a phone call with [redacted] and neither of those exchanges document any desire to cancel the service. That being said, it is clear that our product ultimately did not work for [redacted] and we understand that miscommunications do occur so we are giving him the benefit of the doubt and refunding 100% of his March spend ($477.57). Hopefully we will have the opportunity to work with [redacted] again in the future.
Thank you for bringing this to our attention. We deeply apologize for the experience that Mr. [redacted] has had with response times from our Customer Success team and the cycle time in receiving his refund. We have been dealing with extenuating circumstances with regard to support capacity and...
accounting system processes since the insuranceQuotes system upgrade occurred in March, and while we recognize that is no excuse, we did want to attempt to explain.There were 3 recent charges on the account (3/24, 3/26 and 3/27) each for $100. We have processed refunds for these charges and they should show back on his bank card with a few business days. Hopefully we ever have the opportunity to earn his business again in the future.
Complaint: [redacted]
I am rejecting this response because:In Response to;“Looking at the account it appears this is onlythe case for one lead.”This, of course, is not thecase. There are easily 30 Plus leadsthat are verifiably bogus. In Response to; “As the for the leads that were returned butdenied for credit, our policy as is covered in the purchase agreement that wasaccepted when the account was activated, is that we must be able to verify (viaa conversation with the consumer) that a return reason is valid in order toprovide credit for the lead”Their policy is flawed,purposely, to favor them. I didn’t seeanywhere in the tos that they will deny a credit if they can’t verify thequality of their service. & even ifthere is such a statement, it’s not a legitimate reason as it is their product& their Burdon to bear NOT me the customer. In Response to;“In reviewing the account, there have been 15lead returns denied due to our inability to contact the consumer and 4 of thosehave already been credited by his account manager.”There are 38 leads that needto be credited. These are leads that were given to me for a line of insurancethat I did not request or for a lead where the prospect never wanted a quote.I was speaking to [redacted] & she brought up that some people get the quote so they can get acredit when playing a online game. She statedthat this was unacceptable, as it should be.A few days ago, sure enoughI receive a lead for someone who did just that. (below is the credit requestthat was sent as they do not have this as one of their credit reasons in thepull down field) Lead ID: [redacted] "I just spoke to this person. She isn't interested. She stated, & I Quote, "I just filled that out to get freecredit on a game" I asked her to repeat what she said & she saidit again. I then stated it back to her for clarification & she confirmedit.The above e-mail request wasreturned undeliverable as I have been blocked. I am rightfully entitled toa credit of 38 leads AT THE FULL PRICE I was charged, not their discounted base price! That is what I demand.
Regards,
[redacted]
Dear Ms. [redacted],We deeply apologize for the inconvenience that these calls and messages have caused you. This message is to confirm that you have been added to our Do Not Contact list. Notices have been sent via email to any partners who may have received your information. It...
can sometimes take a few days for the proper changes to occur in our partners' systems. Please do not hesitate to reach out with further questions or concerns.Thank you.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] I had to call them to follow up, I called yesterday and they claim to have called me twice on my business line. The rep said it was disconnected it is not that is the number I called them from. The company said they will call me today after reviewing the issue again.We will see if they follow through.
Complaint: [redacted]
I am rejecting this response because: all explanations set here is nothing but fraudulent and deceitful business jargon and practices meant to throw dust into customer's eyes.The sales Representative did not mention any service plan involvement to me throughout our conversation. She only requested of me my sales demographics, and said I was soon to receive a first set of leads, and a second one;and I had one week to review until charges begin. This was on the July 7th,2015, and that she categorically said your account will be charged on July 24th,2015. Their repeated "free Leads" explains nothing. I did not expect to get free Leads from any Company when I searched for Leads.Neither anyone including who wrote this response expect anything free when they shop, but minds change for several reasons,and merchandise returned for refunds. It is only deceitful business that argue on customer's returns. I did not do any return of Leads to them because, the criteria which they had set for reason for return Leads,none of them fit into my reason of deceit.They had intentionally and immediately turned of my account; so I could not sign in and to attempt any returns. Of course, and truly, I decided later to return all the Leads by using any of their set reasons,no matter what; but I could not login again. On the issue of Service Plan, the other reason that makes me refute it is that, I came to know this company from the Insurance Company I worked with previously, and we were buying Leads from them.There is nothing so far as I know for any Service Plan, but the type and number of Leads provided we paid for. Therefore, they have decided to use this explanation because they have realized I am working independently as an individual.I need them to Refund my $242.25. I have not used the Leads to make any sales from anyone.They can still send the same Leads to other Sales businesses.
Regards,
[redacted]
We completely understand the concern and frustration here. We would like to apologize as this is not the experience we want any of our customers to go through. In reviewing the account we do see the both requests to stop lead flow in April prior to the account receiving leads in May. The account has...
been closed and we have zeroed out the past due balance of $139 with no further collections process needed. Please let us know if there is anything we can help with in the future.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because: The requested refund was for the charges in the amount of $868.23 and the amount credited was only $550.51.
Regards,
[redacted]
Thank you for bringing this matter to our attention. We are very sorry for the experience Mr [redacted] had with our service. In researching the facts behind the complaint, unfortunately we have no record of Mr [redacted]’s request to cancel his account prior 12/21/14. Regarding the statement that he...
requested to cancel by phone on 11/24/14, we have records of two calls occurring that day, however we have a strict policy that cancellation requests must be submitted in writing from the account owner (for our customers’ own security purposes) which would have been discussed at that time but we do not have any records of any follow up written communication Mr [redacted] until 12/21. His account manager did reach out to him by phone on 12/3/14 to check in but that call was never returned. One of the two calls with Mr [redacted] on 11/24/14 was identified as being focused on talking to him about how to return bad leads and this call was followed up with a written email instructing Mr [redacted] on how to return bad leads for credit. That email, as documented in our SalesForce CRM, is inserted below for reference.----created time/date: 11/24/2014 9:12 AMAdditional To: [redacted]CC: Subject: Regarding your All Web Leads Account #[redacted]Body:Hi [redacted], We can credit your account FULL PRICE for the following reasons: * All numbers provided are disconnected, fax or "wrong number" * Lead is a duplicate already received from All Web Leads/Insuranceleads.com * Contact is another agent testing the system * Contact is a student researching a school project * The contact information is obviously incorrect upon initial inspection (Mickey Mouse, asdf asdf, etc) * A language barrier exists with the contact * Prospect Never Requested Quote To submit a lead for return, simply log into your All Web Leads or Insuranceleads.com account and then: 1. Click on 'manage leads' then 'view leads'. 2. Click 'view' to the right of the lead you wish to submit for return. 3. Scroll down to the bottom of the page and click 'return lead'. 4. Select a reason for return. 5. Submit return. Keep in mind that you have 10 days to return a lead. Please contact me if you have any further questions. Thanks!-----------At that time, Mr [redacted] had only received two leads, and subsequently he received an additional 5 leads before we received his cancellation request. Unfortunately, none of the seven leads he received were ever returned for credit so we had no way of knowing there was an issue until his email on 12/21 stating his request to cancel. At that time we offered to provide him credit for bad leads and work with him to attempt get the service optimized (different filters, etc) so that he could get a larger sample set to determine if the program would work long term for him or not. Given all the facts available, at this point we cannot approve refund of charges as we incurred cost in procuring these leads for Mr [redacted] and acted in good faith and in accordance with our service agreement in providing his requested product to him. However, given Mr [redacted]’s experience with AWL we would be happy to provide full credit for the bad leads he received if he would like to re-open the account and receive an additional 7 leads at no additional cost with no strings attached. Or, if Mr [redacted] has documentation of a written cancellation request that was sent prior to 12/21 but that somehow did not get properly attached to his account in our CRM, we will review that in the context of a refund request. We have had the Account Executive that first activated his account search his emails and unfortunately do not have any record of any additional emails, but if we did receive a written cancellation request and continued to send him leads after that then those charges should not have been incurred. Thank you again for bringing this to our attention and for your assistance in attempting to amicably resolve the issue.
Thank you for bringing this matter to our attention. We have made multiple attempts to reach Mr. [redacted] however we have been unable to reach him. If he can contact our Customer Success Team we will be more than happy to review the details and I am confident that we can resolve thing for him.
Complaint[redacted]
A $70 credit to a fraudulent business is an insult. I knew you would try to cheat me and delay as long as possible so I had AMEX do a chargeback to get my money back as crooks like you always lie about their service and never make things right.
Regards,
[redacted]
Dear Ms. [redacted], We are sorry to hear about your recent poor experience with one of our insurance quote properties and call center agents. We strive to provide the most accurate possible information on our sites and with our call center agents. We apologize if the pricing on our...
sites was confusing. Our intention is to inform consumers that they may be able to find coverage as low as $19/month, however, due to differences between plans, your quote may vary. Please do not hesitate to reach out with further questions or concerns. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I have stopped receiving the harassing phone calls.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. While I have decided to close out my account with the company, I would still like to express my gratitude for [redacted]. in his efforts to correct the issues. He is an asset to your organization and should be a model for all of your customer service personnel.
Regards,
[redacted]