Complaint: [redacted]
I am rejecting this response because:When I filled out the form online, that was sneakily designed like it was Delta Dental but instead this company that sold my personal contact info to seemly hundreds of people, I immediately asked each and every phone call I have received to put me on the do not call list. It didn't help, I am still receiving phone calls to this day almost in a daily basis. One caller said to me after I told her I was already on the do not call list that my info was given to many many different people and companies so she didn't know because I'm not yet on their do not call list. Theres no end to these calls! I figure each of the companies that this company sold my contact to can in turn sell my contact info. This has to be illegal! To have a firm that looks like your contacting Delta Dental directly and to sell my info to unlimited parties who continue to harass me. I wish the CEO of this company could put his cell phone number once in his own online form and see if he can stop the hundreds of phone calls. Most don't even stat on the line long enough to heard the whole "please put me on your do not call list" before they just hang up on me.Don't patronize me with your petty response of "we have put you on our do not call list" when you know full well I've already put myself on that the day this happened and you know it will do no good. This business is shady shady shady!
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Date Sent: 4/19/2016 12:00:00 AMComplaint: [redacted]I am rejecting this response because:They offered $100 credit which I originally accepted. They never contacted me, failed to return my calls and emails, and hung up on me after I waited 30 minutes to get a hold of them. No account credit was ever received. [redacted]
Thank you for bringing this matter to our attention. We apologize for the experience that [redacted] had with our service, and in particular with our return verification policy which requires that our Returns Verification team is able to speak with a consumer to independently verify all returns. If...
we are unable to verify the return reason via a live conversation, then we are not able to provide credit for the return as there are thousands of good leads returned every day so we cannot simply given the benefit of the doubt in these cases. Regarding [redacted] account, of his 12 denied returns 9 were denied for lack of our ability to contact the consumer to verify the return. We would be happy to provide full credit for all of the denied returns (13 leads at $6 each = $78) good towards future purchases of our warm transfer product where we warm transfer phone calls from consumers actively looking for a quote. We will have a representative reach out if this is agreeable.
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]We greatly apologize for the inconvenience these calls and messages have caused you. This message is to let you know that we have placed you on our Do Not Contact list. Notices have been sent via email to any partners who may have received your information.Please do not hesitate to reach...
Dear Mr. [redacted],We apologize for any inconvenience that these calls and messages may have caused you. We have gone ahead and added your information to our Do Not Contact list. Notices have been sent out via email to any partners who may have received your information. We have also added your...
information to our suppression list so you will no longer receive marketing messages from us. Please let us know if you need anything further. Again, we apologize for any inconvenience we may have caused. Thank you. [redacted]
We are sorry to hear that this service wasn't a good fit for you. We have processed a full refund of $136 to your CC, which should post within a few business days. Please let us know if there is anything else we can assist with!
Hello, We had a discussion with Mr. [redacted] on 10/12 in regards to his concerns. He requested that we called him back to review in more detail the following day. We have tried multiple times since then and both of the numbers that we have on file for him are no longer in service. If he could please...
call our offices back we are happy to reach a satisfactory resolution. Thank you.
Thank you for bringing this to our attention. I am sorry that our service did not work out better for Ms [redacted] as it has been quite successful for thousands of her peers at State Farm. While not everyone is able to be successful with internet leads, we do our best to deliver a high volume...
and high quality product and our pricing and policies enable us to continue providing this valuable service to thousands of agents on a daily basis. That being said, we understand her frustration here and will allow for the requested settlement. It appears that the refund for $67.69 was processed on 10/31 so this matter should be resolved. I will have a supervisor follow up to ensure the transaction processed correctly.
Our apologies for the delayed response on this, we have been working in parallel to resolve Mr [redacted]ssue and believe we have done so. On 11/10 we processed a refund of $1,212.45 (the amount of the over billing that our system issue caused) back to Mr [redacted] via the Farmers Folio program that he...
used to pay for the leads, and on 11/19 a personal check for $500 was issued. The check should arrive any day if it has not already. The Folio refund processing time frame is out of our control as it is subject to the Farmers Folio platform processing time. Please let us know if there are any additional questions or concerns.
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]
Dear Ms. [redacted], We sincerely apologize for any inconvenience these calls or messages may have caused you. This message is to confirm that you have been added to our Do Not Contact List. Notices have been sent to any partners who may have received your information. Please do not hesitate to...
Dear Ms. [redacted] - We are sorry that you received calls and messages from these companies. This is not the experience that we try to cultivate for our consumers. We would just like to assure you that we have worked hard since you reached out to communicate to our partners that they should not contact you in any way. Since you have reached out, we have communicated directly with the partners and received written confirmation back that you have been removed from their marketing campaigns. We will continue to monitor their activity to ensure that all of our consumers have an optimal experience. 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.
Regards,
[redacted]
Thank you for bringing this matter to our attention. We are attempting to pull the recorded call between Ms [redacted] and our sales rep to confirm the complaint and assuming it is verified we will refund the money spent on the leads received prior to the sgeed to schedule. We will have an account...
manager reach out to Ms. [redacted] early next week to confirm
Thank you for bringing this matter to our attention. We apologize for the confusion and frustration over the outstanding balance notification that occurred so long after the purchase was made. Mr [redacted] feedback is appreciated and will be incorporated to the best of our abilities. In this case,...
so much time had passed as the email he received was part of an annual audit of outstanding balances due (that normally occurs earlier in the year) for the prior year. The balance due was based on leads received in accordance with our agreement, and our assessment is that the leads were legitimately received as there was return activity on the account at the time.We very much appreciate Mr [redacted] paying the balance due and feel that it is unfortunate it came to this. In attempt to make amends over the frustration caused by the length of time between service provided and collection attempt, if he would like to resume services with us we would be happy to issue a credit good towards future leads or warm transfers for the amount he recently paid.
Thank you for bringing this matter to our attention, and our apologies for the delay. A Manager with out Customer Success team spoke to Mr [redacted] on 8/25 and we believe resolved the issue at that time but unfortunately the Revdex.com file did not get updated. Per discussion with Mr [redacted], there are cases...
where we may be able to credit for undisclosed information and we will be happy to review those that fall in the gray area on a case by case basis, we just ask that he submits a request to our Support team via his account online and provides specific examples for dispute/review. He did not have any examples that he wanted to cover at the time of the call on 8/24 so no credits were warranted at the time, however we are happy to review any provided examples and work with him to ensure he is satisfied going forward.
Thank you for bringing this to our attention. There are multiple issues being reported here, and clearly there was some confusion about how our service works when the account was set up. The three issues and our response are outlined below:1. Leads returned for credit that were denied. There were 4...
leads returned for credit that were denied. On 3 of the 4 returns, our Returns Verification department was able to confirm that the lead was valid (in two cases by getting the consumer on the phone to validate legitimacy of the quote request, and in the 3rd case the lead was reported as a duplicate which was not the case according to the data on the lead). 1 of the 4 leads was denied due to our inability to get the consumer on the phone. This is a policy we are revisiting and we will gladly credit back [redacted] the value of this lead ($8.50) on his account.2. 50% discount not being applied to leads. Our introductory price promotion is only for a 30 day period and Mr Lutze did receive 50% off of all life leads purchased from the date of account activation on 10/9/14 through 11/12/14. Generally this discount may only be offered if the customer is buying multiple lead types however an exception was made in this case as the customer also activated a separate Live Transfer account. The 30 day discount is and always has been a non-negotiable term length however and that is the reason for the full price leads being charged after 11/12/14. All lead charges were accurate in accordance with our policy, however we are attempting to retrieve the call recording to determine if the sales rep misled [redacted] and if so we will provide the requested credit.3. Live Transfers received while the account was paused. Unfortunately we have no record of live transfers being sent while the account was paused and our technology platform will not allow this to occur. It sounds like there was confusion between the leads account being paused and the live transfer account being paused, or perhaps the self-pause duration expired before [redacted] was able to pause it again. In accordance with the purchase agreement, the customer is responsible for paying for these, however, given the confusion we will offer a credit for 50% of the live transfer cost (a total of $47) in good faith.At this time, based on the facts available, we are able to apply a total credit of $53.50 good towards future purchases (Leads or Live Transfers) if [redacted] is willing to reopen an account to use the credit. No additional charges will be incurred if this is accepted.
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. We have been dealing with extenuating circumstances with regard to support capacity and accounting system processes since the...
[redacted] system upgrade and while we recognize that is no excuse, we did want to attempt to explain. In regards to the performance of the leads sent to Ms. [redacted] while this is not typical we apologize and understand that they were not working for her. With that we are processing refunds back to her card on file in the amount of $200. We also have a member of the team reaching out to her directly to better understand her experience and we would be grateful if we have the opportunity to earn her business again.
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 would like a phone number and contact information so I can reach out to the company.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:When I filled out the form online, that was sneakily designed like it was Delta Dental but instead this company that sold my personal contact info to seemly hundreds of people, I immediately asked each and every phone call I have received to put me on the do not call list. It didn't help, I am still receiving phone calls to this day almost in a daily basis. One caller said to me after I told her I was already on the do not call list that my info was given to many many different people and companies so she didn't know because I'm not yet on their do not call list. Theres no end to these calls! I figure each of the companies that this company sold my contact to can in turn sell my contact info. This has to be illegal! To have a firm that looks like your contacting Delta Dental directly and to sell my info to unlimited parties who continue to harass me. I wish the CEO of this company could put his cell phone number once in his own online form and see if he can stop the hundreds of phone calls. Most don't even stat on the line long enough to heard the whole "please put me on your do not call list" before they just hang up on me.Don't patronize me with your petty response of "we have put you on our do not call list" when you know full well I've already put myself on that the day this happened and you know it will do no good. This business is shady shady shady!
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Date Sent: 4/19/2016 12:00:00 AMComplaint: [redacted]I am rejecting this response because:They offered $100 credit which I originally accepted. They never contacted me, failed to return my calls and emails, and hung up on me after I waited 30 minutes to get a hold of them. No account credit was ever received. [redacted]
Thank you for bringing this matter to our attention. We apologize for the experience that [redacted] had with our service, and in particular with our return verification policy which requires that our Returns Verification team is able to speak with a consumer to independently verify all returns. If...
we are unable to verify the return reason via a live conversation, then we are not able to provide credit for the return as there are thousands of good leads returned every day so we cannot simply given the benefit of the doubt in these cases. Regarding [redacted] account, of his 12 denied returns 9 were denied for lack of our ability to contact the consumer to verify the return. We would be happy to provide full credit for all of the denied returns (13 leads at $6 each = $78) good towards future purchases of our warm transfer product where we warm transfer phone calls from consumers actively looking for a quote. We will have a representative reach out if this is agreeable.
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]We greatly apologize for the inconvenience these calls and messages have caused you. This message is to let you know that we have placed you on our Do Not Contact list. Notices have been sent via email to any partners who may have received your information.Please do not hesitate to reach...
out with any further questions. Thank you.
Dear Mr. [redacted],We apologize for any inconvenience that these calls and messages may have caused you. We have gone ahead and added your information to our Do Not Contact list. Notices have been sent out via email to any partners who may have received your information. We have also added your...
information to our suppression list so you will no longer receive marketing messages from us. Please let us know if you need anything further. Again, we apologize for any inconvenience we may have caused. Thank you. [redacted]
We are sorry to hear that this service wasn't a good fit for you. We have processed a full refund of $136 to your CC, which should post within a few business days. Please let us know if there is anything else we can assist with!
Hello, We had a discussion with Mr. [redacted] on 10/12 in regards to his concerns. He requested that we called him back to review in more detail the following day. We have tried multiple times since then and both of the numbers that we have on file for him are no longer in service. If he could please...
call our offices back we are happy to reach a satisfactory resolution. Thank you.
Thank you for bringing this to our attention. I am sorry that our service did not work out better for Ms [redacted] as it has been quite successful for thousands of her peers at State Farm. While not everyone is able to be successful with internet leads, we do our best to deliver a high volume...
and high quality product and our pricing and policies enable us to continue providing this valuable service to thousands of agents on a daily basis. That being said, we understand her frustration here and will allow for the requested settlement. It appears that the refund for $67.69 was processed on 10/31 so this matter should be resolved. I will have a supervisor follow up to ensure the transaction processed correctly.
Our apologies for the delayed response on this, we have been working in parallel to resolve Mr [redacted]ssue and believe we have done so. On 11/10 we processed a refund of $1,212.45 (the amount of the over billing that our system issue caused) back to Mr [redacted] via the Farmers Folio program that he...
used to pay for the leads, and on 11/19 a personal check for $500 was issued. The check should arrive any day if it has not already. The Folio refund processing time frame is out of our control as it is subject to the Farmers Folio platform processing time. Please let us know if there are any additional questions or concerns.
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]
Dear Ms. [redacted], We sincerely apologize for any inconvenience these calls or messages may have caused you. This message is to confirm that you have been added to our Do Not Contact List. Notices have been sent to any partners who may have received your information. Please do not hesitate to...
reach out with any questions. Thank you.
Dear Ms. [redacted] - We are sorry that you received calls and messages from these companies. This is not the experience that we try to cultivate for our consumers. We would just like to assure you that we have worked hard since you reached out to communicate to our partners that they should not contact you in any way. Since you have reached out, we have communicated directly with the partners and received written confirmation back that you have been removed from their marketing campaigns. We will continue to monitor their activity to ensure that all of our consumers have an optimal experience. 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.
Regards,
[redacted]
Thank you for bringing this matter to our attention. We are attempting to pull the recorded call between Ms [redacted] and our sales rep to confirm the complaint and assuming it is verified we will refund the money spent on the leads received prior to the sgeed to schedule. We will have an account...
manager reach out to Ms. [redacted] early next week to confirm
Thank you for bringing this matter to our attention. We apologize for the confusion and frustration over the outstanding balance notification that occurred so long after the purchase was made. Mr [redacted] feedback is appreciated and will be incorporated to the best of our abilities. In this case,...
so much time had passed as the email he received was part of an annual audit of outstanding balances due (that normally occurs earlier in the year) for the prior year. The balance due was based on leads received in accordance with our agreement, and our assessment is that the leads were legitimately received as there was return activity on the account at the time.We very much appreciate Mr [redacted] paying the balance due and feel that it is unfortunate it came to this. In attempt to make amends over the frustration caused by the length of time between service provided and collection attempt, if he would like to resume services with us we would be happy to issue a credit good towards future leads or warm transfers for the amount he recently paid.
Thank you for bringing this matter to our attention, and our apologies for the delay. A Manager with out Customer Success team spoke to Mr [redacted] on 8/25 and we believe resolved the issue at that time but unfortunately the Revdex.com file did not get updated. Per discussion with Mr [redacted], there are cases...
where we may be able to credit for undisclosed information and we will be happy to review those that fall in the gray area on a case by case basis, we just ask that he submits a request to our Support team via his account online and provides specific examples for dispute/review. He did not have any examples that he wanted to cover at the time of the call on 8/24 so no credits were warranted at the time, however we are happy to review any provided examples and work with him to ensure he is satisfied going forward.
Thank you for bringing this to our attention. There are multiple issues being reported here, and clearly there was some confusion about how our service works when the account was set up. The three issues and our response are outlined below:1. Leads returned for credit that were denied. There were 4...
leads returned for credit that were denied. On 3 of the 4 returns, our Returns Verification department was able to confirm that the lead was valid (in two cases by getting the consumer on the phone to validate legitimacy of the quote request, and in the 3rd case the lead was reported as a duplicate which was not the case according to the data on the lead). 1 of the 4 leads was denied due to our inability to get the consumer on the phone. This is a policy we are revisiting and we will gladly credit back [redacted] the value of this lead ($8.50) on his account.2. 50% discount not being applied to leads. Our introductory price promotion is only for a 30 day period and Mr Lutze did receive 50% off of all life leads purchased from the date of account activation on 10/9/14 through 11/12/14. Generally this discount may only be offered if the customer is buying multiple lead types however an exception was made in this case as the customer also activated a separate Live Transfer account. The 30 day discount is and always has been a non-negotiable term length however and that is the reason for the full price leads being charged after 11/12/14. All lead charges were accurate in accordance with our policy, however we are attempting to retrieve the call recording to determine if the sales rep misled [redacted] and if so we will provide the requested credit.3. Live Transfers received while the account was paused. Unfortunately we have no record of live transfers being sent while the account was paused and our technology platform will not allow this to occur. It sounds like there was confusion between the leads account being paused and the live transfer account being paused, or perhaps the self-pause duration expired before [redacted] was able to pause it again. In accordance with the purchase agreement, the customer is responsible for paying for these, however, given the confusion we will offer a credit for 50% of the live transfer cost (a total of $47) in good faith.At this time, based on the facts available, we are able to apply a total credit of $53.50 good towards future purchases (Leads or Live Transfers) if [redacted] is willing to reopen an account to use the credit. No additional charges will be incurred if this is accepted.
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. We have been dealing with extenuating circumstances with regard to support capacity and accounting system processes since the...
[redacted] system upgrade and while we recognize that is no excuse, we did want to attempt to explain. In regards to the performance of the leads sent to Ms. [redacted] while this is not typical we apologize and understand that they were not working for her. With that we are processing refunds back to her card on file in the amount of $200. We also have a member of the team reaching out to her directly to better understand her experience and we would be grateful if we have the opportunity to earn her business again.
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 would like a phone number and contact information so I can reach out to the company.
Regards,
[redacted]