Thank you for bringing this issue to our attention. The $39/mo service plan fee that was referenced is required in order to receive telephone support, and we apologize for the confusion over that and for the results that were experienced. We would like to offer to make amends by doubling the...
requested refund and providing a $100 credit on the account, we will also allow for this credit to be used towards our live transfer service to ensure that the quality issues experienced before do not occur again. Please let us know if this is acceptable and we will have a representative reach out to discuss next steps.
Complaint: 10440449
I am rejecting this response because:My apologies for the late reply. Have been
fighting a viral infection for almost 6 weeks now and just have not felt like
doing anything. This complaint is far from satisfied. I don't
know what they forwarded to you, but I have a follow-up from our Attorney
General that has some fallacies in it. I would like to answer to each one, and in case you
didn't get it, summarize
their answers. They have no record of my canceling by phone on 11/24/14. They claim it must be in writing. As in several answers to follow, I signed up on the phone with a "Brian." Why can't I cancel by phone? Each time I tried to e-mail them with information, their server would not accept it. I have no control over that. They claim their account manager reached out to me by phone on 12/3/14 and the call was not returned. Wrong. IF I had received such a call, I would most definitely replied to it to get this resolved. They sent an e-mail on 11/24/14 on how to return bad leads. As I stated, I know I tried at least three times, maybe four, for each "bad" lead, and their server refused to allow my e-mail to go through. Again, I have no control over that. I sincerely hope your records will reflect that
the complaint has been NOT been resolved. I greatly appreciate your help in this
situation. Hope you have a great day.Sincerely,
Regards,
[redacted]
We're very sorry that Ms [redacted] had a poor experience with our service. Our goal is to connect consumers in a streamlined fashion with a small number of insurance agents, agencies and carriers who can provide quotes on the products that meet their needs. Our service is designed to provide between 3-5...
competitive quotes. In order to accomplish that we will share the contact information provided in accordance with the terms and privacy policy on our website. We try to clearly state on our forms that we are not an insurance company and require that consumers acknowledge that they want to be connected with agents.
We have unsusbcribed Ms [redacted]'s contact information from our service and communicated this fact to any agents who received the contact information. We are very sorry for any inconvenience.
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.Tell us why here...
We completely understand your frustration and want to apologize for the recent experience with our organization. We are in the process of increasing staff on our support team to ensure that we are able to assist everyone in a timely manner. In reference to the Service Plan offering, this is a unique...
subscription based service that offers some additional features for your account including but not limited to: unlimited account pausing, ability to add a schedule to the account, weekday and weekend based discounts, additional return reasons and escalated support via phone and live chat. Service Plan is highly recommended during the account setup; however, it is not mandatory, and in the event an account opts out of Service Plan, they will still be able to contact support via our Contact Support link inside of the account as well as email and phone support - however it will not fall into the 'escalated support queue'. In response to the bad leads that you did receive we want to sincerely apologize as well as there are times when consumers submit bogus information through quote request forms. We have many systems in place to catch and/or prevent bogus lead data from being routed out to customers, however there are times when the systems do not catch the bogus data and it can get routed out. We do have a return process in place to provide credit back for these leads once they are independently verified to be a bad or bogus lead. Given the poor experience that is outside of our normal operations, we would like to extend a special offer to you. This offer would include a complete review of the account settings, a $100 account credit for lead spend, as well as a credit for the first month of Service Plan to allow you to experience the additional features first hand and show you just how successful our Customer Acquisition Marketing Platform can be to growing your business with increased ROIs.
Dear [redacted], We greatly apologize for the inconvenience these calls and messages have caused you. This message is to confirm that we have added you to our Do Not Contact List. Notices have been sent via email to anyone who may have received your information. It can sometimes take a few...
days for companies to adjust their practices after receiving the notice. Please do not hesitate to reach out with further questions. Thank you.
Dear [redacted], We deeply apologize for any inconvenience caused to you by these calls or messages. This message is to confirm that you have been placed on our Do Not Contact list. Notices have been sent via email to any partner who may have received your information. Please do not...
hesitate to reach out with further questions. Thank you.
Revdex.com:I do not know where the business received their incorrect information on my car and the request for insurance quotes, but this practice needs to be stopped.
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]
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]
Complaint: [redacted]
I am rejecting this response because: This company continually harassed me during my working hours with the Dept. of Mental Health in my Human Resources dept. I continued to tell them the party they needed was not me. They did not adhere to what I was stating to them, and had other staff to harass me. The contacted me the same night, and the next morning on my phone. I do not accept this from the company. They had nine (9) staff to harass me on my cell phone, and should be reprimanded for what they do to customers.
Regards,
[redacted]
Thank you for bringing this to our attention. We reviewed Mr. [redacted]' account and we show that we have made multiple attempts to resolve his concerns. He spoke to our office on the 21st of June and applied a credit of $64.47 and then on the 22nd of June we closed the account per his request. On...
July 1st a manager left a voice mail and sent a follow-up email to Mr. [redacted]. We would love the opportunity to speak with him to ensure all concerns are addressed and resolved. Hopefully we will be able to earn his business back in the near future.
Complaint: [redacted]
I am rejecting this response because:I am rejecting this response because: I don't believe my refund was processed on 04/15/2016 as I'm yet to receive it and its 04/25/2016, No simple mail package within the US takes 10 days to deliver.
Regards,
[redacted]
Thank you for bringing this matter to our attention. We had a member of our customer success team reach out to Ms. [redacted] and they were able to arrive at an agreeable resolution to her concerns. We appreciate her business and apologize for any frustrations she may have had with our service.
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]
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]
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]
Complaint: [redacted]
I am rejecting this response because:I would like to have the money placed back in my account 186.00 and we go our separate ways. You said it your self there is no excuse
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I don't believe my refund was processed on 04/15/2016 as I'm yet to receive it and its 04/25/2016, No simple mail package within the US takes 10 days to deliver.
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.
Regards,
[redacted]
Thank you for bringing this matter to our attention. We apologize for the experience that Mr [redacted] had with our service. In researching the facts behind the complaint it is clear that there was some confusion about how our service works, and about the amounts being charged. Just for clarity, the...
total amount that Mr [redacted] has been charged is $178.45, and there remains a balance due on the account of $55.90. His desired settlement of $300 is apparently based on an inaccurate understanding of a actual charges for the product purchased. Regarding the complaint over leads sent at the wrong time of day, we are not able to guarantee time of day delivery and do not do so for any customer. There are options we make available to our customers to prevent getting leads at certain times, such as adding a schedule to an account and having access to unlimited pausing, however both of these features require participation in our subscription based Service Plan which Mr [redacted] declined when his account was activated. We are able to see that there was some variability in time of day leads were received, including receiving some leads at 9am ET as he indicated, however this is normal for our service. If this was creating a problem we could have resolved it at the time by adding Mr [redacted] to our Service Plan however we were unaware of the issue. In fact, we have written communication from Mr [redacted] on 2/24/15, in response to our attempts to follow up with him, stating that any issue he previously had had been resolved. This is included below for reference. The next correspondence with Mr [redacted] was on 3/18/15 where the issue with leads received over his cap was brought to our attention and addressed, however there is no mention of an issue with time of day for the leads. Further, a few hour delay from receipt to contact does not diminish the value of the lead. These are consumer looking for a comparison shopping experience and the data shows that the average purchase decision is made several days after initial quote request. We are unable to provide a credit or refund for this item. From: [redacted] [mailto:[redacted].[redacted]] Sent: Tuesday, February 24, 2015 2:39 PM To: [redacted] Subject: re: Follow up to voicemail Thanks [redacted], I solved the issueRegarding the issue of leads sent in excess of his daily cap, we can see that our system was routinely sending more than 5 leads/day. This is actually expected behavior as there are several reasons why a customer may receive 1 or 2 leads above their daily cap, however it appears this was not properly explained to Mr [redacted]. The total amount of leads sent in excess of 5/day is 26, which at a price of $2.15/lead comes out to $55.90, which happens to be the exact amount due on the account. Given the confusion over our our system works in this area and that it was brought to our attention, we will credit the amount for the leads sent in excess of his requested cap, effectively eliminating his balance due on the account.
Thank you for bringing this issue to our attention. The $39/mo service plan fee that was referenced is required in order to receive telephone support, and we apologize for the confusion over that and for the results that were experienced. We would like to offer to make amends by doubling the...
requested refund and providing a $100 credit on the account, we will also allow for this credit to be used towards our live transfer service to ensure that the quality issues experienced before do not occur again. Please let us know if this is acceptable and we will have a representative reach out to discuss next steps.
Complaint: 10440449
I am rejecting this response because:My apologies for the late reply. Have been
fighting a viral infection for almost 6 weeks now and just have not felt like
doing anything. This complaint is far from satisfied. I don't
know what they forwarded to you, but I have a follow-up from our Attorney
General that has some fallacies in it. I would like to answer to each one, and in case you
didn't get it, summarize
their answers. They have no record of my canceling by phone on 11/24/14. They claim it must be in writing. As in several answers to follow, I signed up on the phone with a "Brian." Why can't I cancel by phone? Each time I tried to e-mail them with information, their server would not accept it. I have no control over that. They claim their account manager reached out to me by phone on 12/3/14 and the call was not returned. Wrong. IF I had received such a call, I would most definitely replied to it to get this resolved. They sent an e-mail on 11/24/14 on how to return bad leads. As I stated, I know I tried at least three times, maybe four, for each "bad" lead, and their server refused to allow my e-mail to go through. Again, I have no control over that. I sincerely hope your records will reflect that
the complaint has been NOT been resolved. I greatly appreciate your help in this
situation. Hope you have a great day.Sincerely,
Regards,
[redacted]
We're very sorry that Ms [redacted] had a poor experience with our service. Our goal is to connect consumers in a streamlined fashion with a small number of insurance agents, agencies and carriers who can provide quotes on the products that meet their needs. Our service is designed to provide between 3-5...
competitive quotes. In order to accomplish that we will share the contact information provided in accordance with the terms and privacy policy on our website. We try to clearly state on our forms that we are not an insurance company and require that consumers acknowledge that they want to be connected with agents.
We have unsusbcribed Ms [redacted]'s contact information from our service and communicated this fact to any agents who received the contact information. We are very sorry for any inconvenience.
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.Tell us why here...
We completely understand your frustration and want to apologize for the recent experience with our organization. We are in the process of increasing staff on our support team to ensure that we are able to assist everyone in a timely manner. In reference to the Service Plan offering, this is a unique...
subscription based service that offers some additional features for your account including but not limited to: unlimited account pausing, ability to add a schedule to the account, weekday and weekend based discounts, additional return reasons and escalated support via phone and live chat. Service Plan is highly recommended during the account setup; however, it is not mandatory, and in the event an account opts out of Service Plan, they will still be able to contact support via our Contact Support link inside of the account as well as email and phone support - however it will not fall into the 'escalated support queue'. In response to the bad leads that you did receive we want to sincerely apologize as well as there are times when consumers submit bogus information through quote request forms. We have many systems in place to catch and/or prevent bogus lead data from being routed out to customers, however there are times when the systems do not catch the bogus data and it can get routed out. We do have a return process in place to provide credit back for these leads once they are independently verified to be a bad or bogus lead. Given the poor experience that is outside of our normal operations, we would like to extend a special offer to you. This offer would include a complete review of the account settings, a $100 account credit for lead spend, as well as a credit for the first month of Service Plan to allow you to experience the additional features first hand and show you just how successful our Customer Acquisition Marketing Platform can be to growing your business with increased ROIs.
Dear [redacted], We greatly apologize for the inconvenience these calls and messages have caused you. This message is to confirm that we have added you to our Do Not Contact List. Notices have been sent via email to anyone who may have received your information. It can sometimes take a few...
days for companies to adjust their practices after receiving the notice. Please do not hesitate to reach out with further questions. Thank you.
Dear [redacted], We deeply apologize for any inconvenience caused to you by these calls or messages. This message is to confirm that you have been placed on our Do Not Contact list. Notices have been sent via email to any partner who may have received your information. Please do not...
hesitate to reach out with further questions. Thank you.
Revdex.com:I do not know where the business received their incorrect information on my car and the request for insurance quotes, but this practice needs to be stopped.
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]
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]
Complaint: [redacted]
I am rejecting this response because: This company continually harassed me during my working hours with the Dept. of Mental Health in my Human Resources dept. I continued to tell them the party they needed was not me. They did not adhere to what I was stating to them, and had other staff to harass me. The contacted me the same night, and the next morning on my phone. I do not accept this from the company. They had nine (9) staff to harass me on my cell phone, and should be reprimanded for what they do to customers.
Regards,
[redacted]
Thank you for bringing this to our attention. We reviewed Mr. [redacted]' account and we show that we have made multiple attempts to resolve his concerns. He spoke to our office on the 21st of June and applied a credit of $64.47 and then on the 22nd of June we closed the account per his request. On...
July 1st a manager left a voice mail and sent a follow-up email to Mr. [redacted]. We would love the opportunity to speak with him to ensure all concerns are addressed and resolved. Hopefully we will be able to earn his business back in the near future.
Complaint: [redacted]
I am rejecting this response because:I am rejecting this response because: I don't believe my refund was processed on 04/15/2016 as I'm yet to receive it and its 04/25/2016, No simple mail package within the US takes 10 days to deliver.
Regards,
[redacted]
Thank you for bringing this matter to our attention. We had a member of our customer success team reach out to Ms. [redacted] and they were able to arrive at an agreeable resolution to her concerns. We appreciate her business and apologize for any frustrations she may have had with our service.
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]
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]
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]
Complaint: [redacted]
I am rejecting this response because:I would like to have the money placed back in my account 186.00 and we go our separate ways. You said it your self there is no excuse
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I don't believe my refund was processed on 04/15/2016 as I'm yet to receive it and its 04/25/2016, No simple mail package within the US takes 10 days to deliver.
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.
Regards,
[redacted]
Thank you for bringing this matter to our attention. We apologize for the experience that Mr [redacted] had with our service. In researching the facts behind the complaint it is clear that there was some confusion about how our service works, and about the amounts being charged. Just for clarity, the...
total amount that Mr [redacted] has been charged is $178.45, and there remains a balance due on the account of $55.90. His desired settlement of $300 is apparently based on an inaccurate understanding of a actual charges for the product purchased. Regarding the complaint over leads sent at the wrong time of day, we are not able to guarantee time of day delivery and do not do so for any customer. There are options we make available to our customers to prevent getting leads at certain times, such as adding a schedule to an account and having access to unlimited pausing, however both of these features require participation in our subscription based Service Plan which Mr [redacted] declined when his account was activated. We are able to see that there was some variability in time of day leads were received, including receiving some leads at 9am ET as he indicated, however this is normal for our service. If this was creating a problem we could have resolved it at the time by adding Mr [redacted] to our Service Plan however we were unaware of the issue. In fact, we have written communication from Mr [redacted] on 2/24/15, in response to our attempts to follow up with him, stating that any issue he previously had had been resolved. This is included below for reference. The next correspondence with Mr [redacted] was on 3/18/15 where the issue with leads received over his cap was brought to our attention and addressed, however there is no mention of an issue with time of day for the leads. Further, a few hour delay from receipt to contact does not diminish the value of the lead. These are consumer looking for a comparison shopping experience and the data shows that the average purchase decision is made several days after initial quote request. We are unable to provide a credit or refund for this item. From: [redacted] [mailto:[redacted].[redacted]] Sent: Tuesday, February 24, 2015 2:39 PM To: [redacted] Subject: re: Follow up to voicemail Thanks [redacted], I solved the issueRegarding the issue of leads sent in excess of his daily cap, we can see that our system was routinely sending more than 5 leads/day. This is actually expected behavior as there are several reasons why a customer may receive 1 or 2 leads above their daily cap, however it appears this was not properly explained to Mr [redacted]. The total amount of leads sent in excess of 5/day is 26, which at a price of $2.15/lead comes out to $55.90, which happens to be the exact amount due on the account. Given the confusion over our our system works in this area and that it was brought to our attention, we will credit the amount for the leads sent in excess of his requested cap, effectively eliminating his balance due on the account.