Thank you for bringing this matter to our attentionWe are very sorry for the experience Mr [redacted] had with our serviceIn researching the facts behind the complaint, unfortunately we have no record of Mr [redacted] ’s request to cancel his account prior 12/21/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/His account manager did reach out to him by phone on 12/3/to check in but that call was never returned One of the two calls with Mr [redacted] on 11/24/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 creditThat email, as documented in our SalesForce CRM, is inserted below for reference.----created time/date: 11/24/9:AMAdditional To: [redacted] CC: Subject: Regarding your All Web Leads Account #***Body:Hi ***, We can credit your account FULL PRICE for the following reasons: [redacted] All numbers provided are disconnected, fax or "wrong number" [redacted] Lead is a duplicate already received from All Web Leads/Insuranceleads.com [redacted] Contact is another agent testing the system [redacted] Contact is a student researching a school project [redacted] The contact information is obviously incorrect upon initial inspection (Mickey Mouse, asdf asdf, etc) [redacted] A language barrier exists with the contact [redacted] Prospect Never Requested Quote To submit a lead for return, simply log into your All Web Leads or Insuranceleads.com account and then: Click on 'manage leads' then 'view leads'Click 'view' to the right of the lead you wish to submit for returnScroll down to the bottom of the page and click 'return lead'Select a reason for returnSubmit returnKeep in mind that you have days to return a leadPlease contact me if you have any further questionsThanks!-----------At that time, Mr [redacted] had only received two leads, and subsequently he received an additional leads before we received his cancellation requestUnfortunately, 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/stating his request to cancelAt 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 notGiven 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 himHowever, 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 leads at no additional cost with no strings attachedOr, if Mr [redacted] has documentation of a written cancellation request that was sent prior to 12/but that somehow did not get properly attached to his account in our CRM, we will review that in the context of a refund requestWe 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 incurredThank 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 attentionWe are very sorry for the experience Mr [redacted] had with our serviceIn researching the facts behind the complaint, unfortunately we have no record of Mr [redacted] ’s request to cancel his account prior 12/21/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/His account manager did reach out to him by phone on 12/3/to check in but that call was never returned One of the two calls with Mr [redacted] on 11/24/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 creditThat email, as documented in our SalesForce CRM, is inserted below for reference.----created time/date: 11/24/9:AMAdditional To: [redacted] CC: Subject: Regarding your All Web Leads Account #***Body:Hi ***, We can credit your account FULL PRICE for the following reasons: [redacted] All numbers provided are disconnected, fax or "wrong number" [redacted] Lead is a duplicate already received from All Web Leads/Insuranceleads.com [redacted] Contact is another agent testing the system [redacted] Contact is a student researching a school project [redacted] The contact information is obviously incorrect upon initial inspection (Mickey Mouse, asdf asdf, etc) [redacted] A language barrier exists with the contact [redacted] Prospect Never Requested Quote To submit a lead for return, simply log into your All Web Leads or Insuranceleads.com account and then: Click on 'manage leads' then 'view leads'Click 'view' to the right of the lead you wish to submit for returnScroll down to the bottom of the page and click 'return lead'Select a reason for returnSubmit returnKeep in mind that you have days to return a leadPlease contact me if you have any further questionsThanks!-----------At that time, Mr [redacted] had only received two leads, and subsequently he received an additional leads before we received his cancellation requestUnfortunately, 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/stating his request to cancelAt 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 notGiven 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 himHowever, 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 leads at no additional cost with no strings attachedOr, if Mr [redacted] has documentation of a written cancellation request that was sent prior to 12/but that somehow did not get properly attached to his account in our CRM, we will review that in the context of a refund requestWe 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 incurredThank you again for bringing this to our attention and for your assistance in attempting to amicably resolve the issue