Contactability.com

Mark signed up to receive calls from consumers coming to our sites These were inbound calls that were transferred to his office and we have recordings of their team working with our customers We also have records of this agent opening up our email notifications even though he is
claiming that he simply deleted them Attached is a screenshot showing that we delivered inbound calls for a total of almost hours of talk time that this agency engaged in with our customers He later went on to dispute all of his credit card charges claiming he never received any leads from us and that he wasn't notified of us sending him traffic We supplied the credit card company with all of our records and they decided in our favor At this point we have deactivated this agent's account and will not be continuing service This agency has been removed from our referral network and no further business will be sent their way

I reviewed the response made by the business in reference to complaint ID ***. Essentially the customer service representative contradicted every "Selling Point" of the original sales representative. At this point my relationship with this company has ended basically throwing $out the window. I did not feel like continuing to return almost 75% of the leads that I was able to confirm were or who had totally wrong information only to get credit for more of the same leads. Do not do business with this company as their quality and service are the worst of the or so lead companies I have used in my careerYou will not get back the ROI

We've reached out to this client many times by phone and email and she is not responding to any of our requests to connect. She is refusing to describe what exactly she is not happy with. She has full access to the back office where she can make changes to her website and she can also communicate that to us. To date we haven't been able to get a clear understanding of what it is she is not happy with and every attempt to contact her hasn't been successful. We are willing to make necessary changes to her website and fix whatever she is unhappy with

They continue to send me emails soliciting my businessI've asked to be removed but they don'tI consider them to be much less than professional in their dealings with me and want all solicitation from them to ceaseMore proof that when I first asked them to stop sending me leads and stop doing business with me that they continued on as if I'd never said anything

I am a medium to large AgencyI have staff that may have answered the phone and not told meOn Dec 30th I answered the phone and realized myself that something was upThat is what prompted me to call ContactabilityI had no idea until I called them that they had charged me $in the pastI had cancelled them entirely back in Jan Contactability assumes I use only them and am the only person that answers the phoneThis is stealing as far as I'm concernedIf I signed up for alarm monitoring and then cancelled but unknown to me they started monitoring my alarm because they had my credit card information I wouldn't know until the alarm went off and they calledThis is the same thingI'd call that unauthorized use of my credit cardIn my mind I had not only cancelled Contactability but they weren't a very honest companyThey promised these and Star leads and they didn't provide anything close to thatNow they've used my cc without my authorizationNot only that but they used a little here and a little there until December when I finally took a call from their serviceThis is full and complete unauthorized use of my credit cardJust because my staff wasn't aware and they may have answered the phone months later doesn't make it alright

I am very sorry about the challenges with your account There were leads that you were charged the higher rate on, one was returned and we were waiting to see if you needed the others returned As a courtesy, I went ahead and credited your account $(the pricing difference on the two
leads).I have verified that your account is set up to get exclusive leads When people are shopping online, they will sometimes go to multiple websites or even forget that they submitted their information That is why we have a very easy return process, as you know from submitting two leads for return that have already been approved.Per our terms and conditions (https://contactability.com/pages/terms.html), when someone cancels, we deliver any remaining balances in the form of leads I am confident that your account manager will be able to assist you going forward to make sure you are getting health insurance leads that meet your needs Please give us a call at ###-###-#### to speak with your account manager Thank you for your business

Customer signed up to receive live transfer home insurance leads in 1 area code.  It was explained that our program is consumer driven and we cannot guarantee any volume, leads are matched to agents as soon as consumer requests an insurance quote in that area.  Customer also signed and...

agreed to our term of service (https://contactability.com/pages/quotecalls_terms) outlining our cancelation policy.  
We explained that lead delivery may have been delayed due to holidays in addition to a very small area that customer signed up for.  As per customer's request we've terminated his account and will be refunding his $100 deposit in full.  He should see his funds back on his credit card with in a few business days.

We provide to all of our clients a copy of our terms and conditions at time of sign up.  If you want to check your email for the welcome email,  you will find a link to our terms of service.  You can also find our terms of service on our website.  We clearly state in our terms of service, you can cancel at any time however, when you do, we will deliver any remaining balance in the form of leads.  We have a very customer friendly return policy, if you receive any leads that have issues, we will replace them.  Please contact your account manager, Phil M[redacted], he can help you get replacement leads.Michael.

Dear Mr. Jablonski-Thank you for reaching out to us at Contactability.  We want to make sure we have a great working relationship with the business community, so you can imagine our disappointment in receiving your complaint filed with the Revdex.com.We have reviewed the facts...

related to this complaint, and we hope you’ll ultimately agree that we provided what was promised. We were always trying to help you in any way possible.   As you know we have returned the leads that didn't work for you in the form of credits based on our refund policy. We also issued a refund of the remaining balance on the account per your request. The amount that you are asking to be refunded in this review was used in the form of leads since the time you sign up, and since the moment you agreed to the terms and services. There were no unauthorized charges and there was constant communication by email and by phone with you guys and the account manager about the account, the rebill, schedule change requests, the payments, etc. The only remaining balance on the account was $77 dollars and that amount was returned to your credit card as requested. We apologize for any inconvenience we caused you, we can assure you we hold ourselves to the highest standards and merely wish to serve the insurance professionals community.  Despite any misunderstanding, we would be happy to discuss any concerns or questions you have about our services, or even to further discuss your complaint.  We still wish to earn your business, and continue to earn it with every high intent consumer we’d send your way. We pride ourselves on our A+ rating with the Revdex.com, and will always strive to maintain the highest values.Please feel free to contact us at ###-###-#### or at [redacted]Thank you for your attention and understanding.Carolina S[redacted]Client Services Manager

Contactability has been telling me the same thing since I started their service - How they will work with me, how they will improve their service, how they will do everything they can to get me proper leads. This is not simply not true. Please look at my attachments for proof of my complaints:1) First I started with their less expensive non exclusive leads for $13.50 PER lead. I put $100 into my account to start.  I was getting only bad leads: wrong number, number not working or disconnected...etc. So after I complained about this, they told me the same thing they are telling me now, and said they would work with me to make it all better. They suggested I upgrade to their exclusive "higher quality" leads, which I did.2) Then I started to use their Exclusive leads, for $25 PER lead. And not to my surprise, they were also bad leads: wrong numbers, numbers disconnected, people out of state, people who were interested but did not qualify because of major health reasons, etc. And to make matters worse, because of their auto rebel function, I was charged ANOTHER $100 because I reached my limit in how much I was allowed in the account since these leads were more expensive, when I exclusively said I only wanted to spend $100 to start. When I complained about the extra $100 they charged me without my say so, they told me I cannot get the money back. This went on for about a week, and when I complained again and asked for my money back they said that I can only receive credit because the money was already spent. So, they said the SAME thing they are telling me now, and said they would work with me, make it all better. They suggested that I move up to their direct call leads, where they send leads to my phone directly. So, I did.3) I started to use their Direct Call transfer lead service, at $35 PER lead at first because they said they would give me a $10 discount for all my troubles. Usually, their direct call transfer leads are $45 PER lead. However, I was not getting any calls, I only got one lead. When I complained yet again, they said that I needed to spent more money per lead in order to get calls. That defeats the entire purpose of giving me a discount for my troubles thus far. Regardless, I upped the cost per lead to $45 and yet again, I only received 2 Transfer calls in a matter of 3 weeks. The quality of these direct transfer calls were just as bad as their other leads.Please look through my attachments labeled "billing 1, billing 2, billing 3" for a chronological timeline of my complaints above - you can see how much I spent, and when I start to increase my lead costs, and you can see all the returns I am authorized since they are all bad leads.I do not accept this resolve. I do NOT want to keep working with them. I have read multiple reviews online about their service indicating that they are fraudulent / have bad leads that do not work. There are even previous complaints with other customers regarding this company on the B.B.B website - account sin which the plaintiff did receive their money back. Please look at the attachment for their bad reviews as well.I would like my $200 back that I spent because 1) I did not get the service I required. 2) I did not get ONE SINGLE working lead. All of them were either not working, the wrong number, leads that were not aware of what I was asking them for, leads that are not interested, leads that if they are interested, do not qualify for health reasons or are out of State. Their response is unacceptable. I will not accept until I am fully refunded.
Regards,
Brian Levisalles

We have addressed all your concerns.  We have offered to replace any calls with issues and have done so on numerous occasions.   We have also offered to put additional filters on your account for free.  We are willing to work with you. Please let me know when a good time to call you is.  I will have your dedicated account manager contact you.  We value your business. Michael.

I have reviewed the account and Mr. [redacted] has been with us since January of this year.  Since that time, we have been able to send him 2 insurance calls.  In reviewing the notes, the issue seems to be the bid amount that Mr. [redacted] has on his account for the home leads.  Mr. [redacted]...

is also only taking one area code within the entire state which makes sending him leads more difficult. Please have Mr. [redacted] contact his account manager to work on optimizing the account, additional area codes and a higher bid will help.  I am confident that with a few minor changes, we can deliver some quality traffic and help Mr. [redacted] write some business.

Hello Mr [redacted]. Thank you for your patience while we review. After taking your plea and the amount of time devoted to this case into further consideration, we have decided that a credit card refund of $[redacted] is in everyone's best interest. Please note: The refund will take a few days to process and that your Contactability account will be disabled immediately.Thank you.

We recently received notification that our customer [redacted] has filed a dispute claiming that services delivered did not satisfy our digitally signed usage agreement. Wedeny these claims and request that this dispute be overturned in our favor. We fully cooperate with this investigation and...

have reviewed these claims and are providingevidence to prove that we fulfilled our usage agreement and delivered products and services that both parties have agreed upon during the creation of [redacted]'s account.Since March 3, 2016 2:45 pm Contactability.com has delivered a total of 46 leads to [redacted]'s account. During this time we have notified [redacted]upon every product delivery. In addition we have also notified [redacted] every time the account was billed. In this case the account was billed 1 times sinceMarch 3, 2016 2:45 pm.Each of our customers are assigned an account manager to ensure our their needs are met. In addition to this service we issue refunds upon request or with our automaticrefund process that detects when a lead is bad and automatically issues a refund. This benefit has been offered to [redacted] should it have ever been requested. Doing sowould have avoided the need for this sort of situation.Please review the enclosed material that outlines [redacted]'s account and usage and proves that we have provided the products and service that was requested. Contactus to further discuss this issue as needed.

A member of our team has reached out to you in order to come to a resolution of this issue.  I appreciate you taking time to work with him.  I hope we can do business again in the future.  Thanks again. Michael.

A
senior representative of the company contacted me today and discuused this solution. I'm very appreciative of how they have handle this and it restores my...

faith in them and will consider them again in the future. Regarding complaint ID [redacted], and find the resolution is satisfactory to me.

In effort to part ways amicably we've decided to refund this client in full in the amount of $300.

I am so sorry that you are having difficulties reaching us.  We are available from 9:00 am to 8:00 pm est.  You can reach us by sending online chats, emails and by calling us.  You can email us at [email protected].  In reviewing your account, it appears that your returns...

have been taken care of, if there are any additional outstanding ones, please email or call us.  We are here to help you obtain the very best leads.If you have any other questions or need help, please work with your account manager, that will make sure you are getting the very best service.

We have updated our records to make sure that we no longer contact you.  If you need anything additional, please contact us at ###-###-####.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. They offered the original phone transfers in the amount before the complaint. I used the rest of the balance and now my business is done with them.