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Bixly Inc.

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Bixly Inc. Reviews (1)

To Whom it May Concern: Bixly Increceived a complaint in regards to the quality of service we delivered to a past customer; therefore, we have decided to address these complaints with the pertinent information as follows The customer alleges that we billed them, “for a multi-month web project
that never properly did the basic functions it was required to do.” However, during the multiple months’ engagement, we performed a full code and server audit of his existing system, fixed bugs found in the code, developed new features, and designed a new look and feel for the websiteAll of the aforementioned items were cleared by the customer either verbally or in writing before work beganRegular meetings took place to cover completed and future desired content, and we moved ahead on the next items once cleared to do so As stated in the complaint, the client has indeed paid roughly $35,for services rendered by Bixly, IncMore specifically, we have invoiced $41,of Time and Materials work as outlined and contractually agreed upon by both parties in our Service AgreementAt this time, the customer refuses to pay the remaining $5,still rightfully owed to us Our customer is correct that, “not every web project will ultimately create a viable solution, it's commonly expected that the company billing the customer would, at minimum, make an effort to complete the tasks it's charging for.” This is in fact exactly what we didWe provided multiple team members within their own specialized areas of expertise, along with a dedicated project manager, to accomplish the tasks as outlined for us dailyAll in all, we built, tested, and delivered tickets as clearly outlined in our ticket tracking suiteThis ticket suite was viewable by both Bixly Incand the customer during the course of the projectExpectations were clear, and guidelines on moving ahead were confirmed with the customer regularly Our customer would like to further protest that, “rather than taking initiative to suggest or even discuss alternate options, ie: scrapping what wasn't working and suggesting a new path, they were content to keep billing (and increasing the number of billed hours per week) knowing full well that they were never going to get to a completed state.” In fact, at the request of the customer, we spent much of the first few months auditing his existing codeThe customer did not have the budget for a full scale rebuild and was very clear about this from the first sales meetingHe had previously paid a lot of money to another team and did not want to lose the progress that had been made The code we received from the previous team was poorly documented and lacking proper code structure throughout many of its sectionsA full report was given to the customer upon completion of our audit which outlined all the existing code’s strengths and weaknesses detected by our teamGiven the budget as outlined by our customer, and the added cost of starting over from the beginning, the decision to keep working on “legacy code” was collectively reached by both parties. Regarding hours: in order to best best stretch every dollar, as well as hit key milestones required for the client’s further funding efforts, we talked about increasing the team sizeAdditional weekly hours were added at a discounted rateThe customer replied amicably and set a limit on the hours for us to spend on certain specific featuresOnce particular milestones were met, the customer asked for even more hours and chose to keep a multi-developer team going ahead for a good portion of the assignment. At the time of our initial sales meeting, Bixly was offering multiple rates for hourly work, all of which were based upon level of complexity and other various criteriaThis information was made clear to the customer from the beginningBased upon the customer’s budget and other such factors, it was mutually agreed upon that a mid-level developer would be able to handle the features describedAs the project focus shifted, a certain level of complexity was reached that was not previously anticipatedIt was at this time that the customer brought concerns to our attention about the pace of workA senior level developer was then added to the projectHe handled certain details of the search functionality that were taking a bit longer with the mid-level team memberAll hours for our senior developer were given to the customer at a discounted mid-level rateIn addition to the discounted rate, a further discount of $2,was given as a courtesy for any time that was lost while bringing in the additional help Communication is key for the success of any project and is something we did not take lightlyDuring the entirety of the project, our Project Manager spoke with the customer separate times, sent correspondence emails, and held more than daily planning meetings with the development team and customerFurthermore, our Account Manager emailed the customer separate times, and took part in an additional meetings with the Project Manager and customer over the phoneAll of these meeting are documented with calendared events, Skype logs, and email threadsDespite this, the customer claims that, “There was a complete disregard for quality, and utter negligence displayed by the company's representatives across all phases of the project,” and that, “During this horrific experience, the project manager contacted me on his own a total of one time over the course of our multiple-month engagement”As is apparent, these statements are clearly unfounded Once we officially ended work with the customer, he claims that he hired an in-house developerThe customer claims that this developer was unable to make sense of any of the code structure and that Bixly never provided documentation for the workThe code was, in his words, “scrapped”, and a new version was created in, “no more than hours.” Whether our customer decided to move forward with his existing code or not is of no relevanceIn addition, it is not clear if the new developer built the exact same feature set that was originally request of from Bixly IncWhat I can confirm is that the customer is still using the design Bixly Inccreated for him As previously mentioned, the original project was given to us in a partially working state with huge portions lacking documentationA large portion of the project that ended up in the hands this new developer was not written or even modified by Bixly IncThe code components that Bixly Incdid develop do indeed include documentation and meet programming standardsIn addition to the design, all of the code and associated documentation of completed work was delivered to the customer by Bixly IncThis can be verified via email records The customer claims that we made no to attempt to make right any issues that arose and that we are actively trying to bill additional hours that were never workedAs indicated by invoice records, Bixly Inccredited $2,to the customer for various items over the course of completed work as well as provided a discounted rate for the senior developer added to the teamEvery day we actively worked to deliver items on time and as outlined in the feature specifications provided to usAs a Time and Materials company, all hours worked are billable by the terms of the signed Service AgreementAll of the hours billed were worked and recorded within our time tracking softwareAll code related to the hours worked has been delivered to the customer It is clear that Bixly Incdid their due diligence by virtue of: the time and materials nature of our service agreement; the extent to which Bixly Incdiscounted past work efforts; the delivery of features, bug fixes, and other various features; the regular communication with the customer; and, the repeated approval from the customer to proceed with development along the way We worked hard to satisfy this customer during the course of our engagementIt appears now that this customer has now incurred a bill they would rather not payIn total, we have invoiced this customer $41,They have paid $35,At this time, the customer has refused to pay $5,in invoicesThese unpaid invoices have been outstanding for over daysThere are official records for all work completed for this customer related to this amountThere is currently a collections effort underway to retrieve this past due balanceNow, a week after being contacted by the collections agency, the customer have posted a complaint and are now requesting an arbitrary refund of $44,These demands are simply unwarranted as evidenced by the information provided within this response As a resolution for this complaint, Bixly Incis willing to forgo the collections efforts and write-off the $5,legally owed to usNo refund can be provided We wish this customer the best of luck on future endeavours, but will never conduct business with him again *** *** CEO Bixly Inc

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Address: 2727 N Grove Industrial Dr Ste 105, Fresno, California, United States, 93727-1522

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