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]
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.
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.
[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...
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.
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.
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!
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 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.
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...
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. 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, 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.
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 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]
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]
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.
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.
[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.
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.
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.
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!
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 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.
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.
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. 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, 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.
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 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]