Craftjack, Inc.

Hi,I am very sorry that you did not have a good experience.I looked through all leadsThere were definitely a few that were fill out incorrectly by the homeowner and it appears they were all credited back to you so that you wouldn't have to pay for these.Looking through the leads, most looked
legitimate with even have specific cleaning instructions in the noted portion left there by the homeowner, detailing what they wished to have cleaned in their homes.I see that you have already canceled your account with CraftJackI am hoping you might try the leads out for a little longerI would like to offer you some credit back onto your account for free leads to help get you going againIf you are not interested, I understand and I will not push any further.Please let me know what you would like to do.Thank you,Noah

Dear Mr***
It sounds like you've had to deal with some difficult situations recently, and I am sorry you are having these issueI would be more than happy to help you outI'd like to go over the details deeper with youMay I ask which lead, specifically, you are
referring to with regards to the homeowner stating the lead was matched with more than contractors?I can assure you, a guaranteed promise from the co-founder of CraftJack, that we never match our leads with more than contractorsEverThat is a sensitive topic that we are serious about and one that we take extreme measures to ensure does not happenPlease, let me know which homeowner stated this so that I may provide proof supporting the nature of that given leadYou said that Mr*** *** after looking into a lead, admitted it had been matched with more than contractorsAs stated above, we guarantee that has not, nor ever has been, the caseWhen CraftJack does not have contractors in a given area where a service request has been made, we sell that lead to other networks to ensure the homeowner is able to receive up to estimates from contractorsEven when this is done, we never sell the lead to more than contractors at mostSo if CraftJack has contractors, we provide our parent company (as an example) with up to opportunities for the remaining slotsSo it can never be sold to more than contractorsI am happy to pull the phone audio recordings of the conversation that you had that day with Mr*** We can then determine what exactly was said in that conversation by Nate *** Mr.*** has been a tremendous leader in the CraftJack sales department for nearly years, and there are fewer individuals who are more knowledgeable about the services and nature of business provided by CraftJackI am also happy to pull any audio logs of phone conversations had between you and the CraftJack customer care department on any such matter to ensure you are being provided the absolute best service possibleIf you have received leads whereby the homeowner had already contracted with another service provider prior to using CraftJack's site to find additional contractors, as in the case with lead *** * *** *** *** we are absolutely going to credit you for that lead as long as you let us know about itNo credit has ever been requested for this lead, and therefore never grantedI only know about this occurrence because I am currently looking at your account and the notes you left by the leads while responding to this Revdex.com complaintWe provide you with a dedicated account manager in our customer care department that is there to help you anytime during business hours and will return a message left after hoursI am not seeing any recent calls made by you to *** *** your account manager regarding this issueWe can only help if we are made aware of the issueFinally, looking at your requests: You had requested a credit on all leads from the past monthsCan you please clarify what it is exactly you are requesting hereIt looks like from November 26-January 26, you received leads from CraftJackI look forward to your response where we may look into any specific lead you found problematic and get to the bottom of the issueWe value you as a customer and business partner and truly want only to provide you with the absolute best service to help grow your businessLet me know how we can do this for youThank you,
*** *** Co-Founder and VP of Operations

Hi Scott,I'm really sorry you had this experienceI looked into your account.Looks like you received leads and received credits (44%) on those leadsof the other leads were never called once and the other leads were only called one time.It looks like the account manager added credits for
you on leads that didn't work outWe're expecting customers to call the leads 5-times over a week to try and reach a homeownerOur support team is pretty good about going over this feedback but if you're not interested in calling more than once, I understand and the service isn't going to work for you. Again, really sorry it didn't work out

We are well aware of this issueI definitely recognize that this was our faultThe sales rep made an error that we caught immediately and told Mike that we would absolutely be refunding him the original $that he was erroneously charged and additionally offered him another $of free lead
credit back onto his account as a way of apology (in addition the verbal and written apology we provided).We told Mike that it takes 7-business days for the refund to be processed and show up on his accountThat's not us holding his money, that's simply how long the process takes for the transfer to take placeThe refund was processed the same day as his sign up.As of 8/31/2017, Mike's account manager spoke to Mike where he confirmed having received both the $refund and the $bonus credit onto his account.We are not a "scam" nor do we operate a "shady" businessMistakes happenWe are human beings and will continue to do our best to provide the best possible service we can

Complaint: ***
I am rejecting this response because:
Sincerely,
Peyman ***

Complaint: ***
Please do not insult my intelligence.
I know for a fact that *** *** changed their name to *** *** only because of their horrible reputationwould you like me to open that can of worms? I WILL ! Companies, many! companies took *** *** to court and WON.I have yet to hear the tape that I agreed to forego my deposit , so please send it to meIf I don't get it I am no longer going to continue this back and forth, if I do not receive my deposit back within daysI will file small claims court.Sincerely,
Rikki ***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

I'm sorry Rikki has had this experienceI looked into this account and went through the calls has with customer serviceIt appears she was offered credits for all of the leads she was complaining about but refused to accept the credit offerWe explained in both the sales call as well as later
support calls that the deposit was non-refundable which the customer knowingly agreed to.We have no control over homeowners who provide fake information when making an online request, but we do have control over what you pay for and we offered the credits so that you never pay for a lead with fake informationWe will do our best to try and prevent these but some do slip through and when that happens we always offer a credit so you never pay for a fake leadThe reason the deposit is non-refundable is to provide enough volume of leads and begin seeing opportunity and positive resultsOtherwise, the moment a bad lead is received, even if we guarantee to not charge for it, a customer would quit the service before giving it a real chanceIf you accept the offer of those credits from CraftJack, w=you will not pay anything for those leads you had a problem with.The customer agreed to the non-refundable deposit but is now unwilling to accept the terms of our service

Bad Experience with a Paul, the worse customer service that I had
The service didn't work for me in one month I have leads leads good lead
They do not refund the money!!!!!
Becarful

Thank you for the informationLooking at this account I noticed that Mr*** did not in fact pay $to sign up, rather he deposited $as a prepayment to get his account created.The first lead Mr*** received, he called right away and then had either a minute conversation with the
homeowner or else left a well detailed voice mail message for themThere is no record of any further attempts to call this leadWith the exception of leads, which was called twice, Mr*** never attempted to call any of this leads more than time and even had a lead that he never called even onceWe do our best to clearly explain the service in the sales call and provide best behavior practices on follow up and we provide the same coaching in our customer service calls but if a customer is not willing to call his leads we can't credit for thisIt's up to the contractors to make the sales calls

My husband went to the craft jack website and entered his information in order to get some estimates on demo and rebuild of trex deckHis information was given to MrRichard Warren *** of *** *** who came to our home on 4/24/He gave us an estimate and asked for 5,dollars for materialsMy husband wrote him a check and he cashed it the next dayAfter the fact we unfortunately found that not only is Mr*** not a licensed contractor but he has been found guilty on multiple occasions of construction fraudWe contacted him and told him that we would like our money backHe said on two different occasions that he would refund the full amount but of course that has not happenedHe has cut off all contact just as he has done to all of the other families that he connedHe has stolen THOUSANDS OF DOLLARS from multiple familiesHe came into my home which should be my children's safe place and stole from usMr*** has "businesses" that he uses to scam
PeopleThese include *** *** *** ***, ***'s *** *** *** *** *** *** ***It makes us very sad and disappointed to know that this company would so easily give out our information to someone that they obviously did not background check or even check to see if he was licensed

I signed up for CraftJack for my business. Not only were the leads extremely poor, the customer service was so bad I felt I was scammed. I asked to cancel service and they didn't do it and continued to charge my credit card for two more months, sending me leads that I would not waste time responding to. When I would call customer support they said they could not cancel but could only put my account on hold. The reason was that apparently only my account rep could cancel, but he was fired. Finally after hundreds of dollars in worthless charges, and after getting angry with the worthless customer support guy they (hopefully) cancelled my account. I asked if I could escalate the call to someone that could help me and they said "no". There was no attempt to look into crediting me for the charges and they tried to convince me it was my fault. If I ran my businesses like this I would be out of business.

Hi, I looked into Jim's account. Here are the details:Jim signed up with CraftJack in November 2016. He canceled his account with CraftJack on July 29, 2017. During his time using our service, Jim received 20 leads, 6 of which we granted credits for. We credited him back 30% of his total leads....

We typically only offer a maximum of 20% credits back, understanding that typical poor quality rates on our leads over the past 8 years consistently amounts to 5-10%. The extra 10% we provide is to be more flexible with our customers as we understand they are small business owners and are not used to traditional marketing and advertising metrics. In this case, we went far above and beyond our standard offer to satisfy the customer's demands.Looking at Jim's 20 leads, 5 of them (25%) were never even called once. Meaning, he never even attempted to pick up the phone and call the home owners. Instead, he passed the cost back onto us assuming we would simply credit him for those 5...which we did. We did so because we truly case about our customers and want to help coach them on better business management through best practices. Unfortunately, not every customer is going to be open minded to put in the effort needed to succeed. When Jim signed up for our service, the sales rep explained our terms and expectations, to which Jim verbally agreed. One of those terms is that we have a non-refundable prepayment made at the time of sale. We do this to ensure we have a working credit card on file so that customers do not accept leads and simply decide not to pay us for our services in the future. That non-refundable deposit is not a fee, rather 100% of it goes directly toward the customer's leads. It's a prepayment. Jim was explained this and agreed to it. Jim also waited on average 11 hours and 4 minutes before calling his leads when we typically expect them to be called within 1 hour. Jim also only called his leads an average of 1 time over 1 day from receiving the leads. We expect contractors to be making additional attempts on calling 5-6 times over a week before deciding it's a "bad lead" that doesn't ever call back.We granted credits on 6 of the 20 leads Jim received. Jim didn't call 5 of his 20 leads. And he only called his leads once on average. We can't control a customer's interest or willingness to properly use and manage their leads. It's unfortunate when this happens.

Dear Mr. [redacted], I am very sorry you had a poor experience with CraftJack. I also apologize if the sales person you spoke to made any promise or guarantee of a minimum number of leads you should expect to receive in any given period. We've always trained sales persons to never guarantee any...

volume as we have absolutely no control over this. This was a mistake that I will absolutely be looking into and will listen to the phone conversation you had during sales to find out if this was said.Regarding your refund, I can promise you that you will receive it in full. Looking at your account and the notes left there by your account manager, Joe, you spoke with Joe yesterday (5/23/2017) in the mid morning. Joe noted that he put in a request for a full refund on the $100 deposit. It most certainly will not take 7-10 business days to consider this request. But it will take 7-10 business days for the actual refund to be processed and posted back to your credit card. The request was put in yesterday and typically gets addressed within 24 hours, so I would imagine it's already been taken care of. The 7-10 business days is not a CraftJack policy by any means. Rather, it's the length of time the 3rd-party credit card service (Authorize.net) takes to process transactions. You should definitely see the refund posted back to your account within the next week or so.I apologize for this inconvenience. I know it's not ideal and understand how frustrated you are. I would also be frustrated and upset if I were promised a service that I paid for and did not receive. As a founder of CraftJack, I can assure you that we work hard to provide the best service and truly want only the best for you and our other customers. It's why we started this business and it's our only mission and focus every single day. Once you receive the full $100 refund, I'm hoping the stress and frustration associated with our service is lifted. At that point, I'm wondering if you'd consider trying our service out again but without requesting you prepay anything at all. This way it won't cost you anything at all to continue trying the service and you will only end up paying something once you do eventually receive a lead. Please let me know if this is something you might be interested in doing. I'd be more than happy to speak with you over the phone if you are interested. Please let me know.Thank you very much for taking the time to provide this helpful feedback. I'm truly sorry it didn't work out well but am hoping you might consider my offer above.All the best,Noah

Revdex.com:
I just wanted the account closed. I am not the only person/company that has had this issue with you. I understand how leads work, and I know it takes a few calls sometimes to get the customer. I also know that at least 1 in 5 will answer the first time. The 2 that were never called, were not called because our acct. was suppose to be closed. They also were done over the weekend with no one to field the request. The only thing I have received from your company is excuses and how it is all our fault. Answer your phone, call back ASAP, and at least you will keep people of Revdex.com by doing that.
Sincerely,
Scott [redacted]

Mr. [redacted] signed up for our service on 11/20/2015 4:13 PM, the week of Thanksgiving. November-January is a very slow period for this industry every year. This was communicated to Mr. [redacted] by his account manager in customer service as has been logged in the notes (see attached...

screenshot).We do not have a policy to refund accounts. This is stated in our terms and conditions which is available at the footer of our website. "5.14. You may, at any time, terminate your use of this Website upon the Company's receipt of written notice and such termination shall take effect upon the close of business on the day received.  If such notice is received after business hours, then the termination shall take effect the next business day.  If you terminate this Agreement, you shall not be entitled to any refunds or credits to your Account or amounts prepaid to the Company."This was also stated to him by the sales rep before he signed up in a recorded confirmation.I am sorry to see Mr. [redacted] has canceled this service before waiting for the holiday season to end whereby he could expect to see a profitable experience. However, we do not offer refunds on the $125 initial signup deposit-which was already used-as stated over the phone prior to signing up, by his account manager prior to canceling his service with us, and in our written and provided terms & conditions.I am hopeful that Mr.[redacted] gives our service another chance once the holiday season ends and opportunities pick up again in the new year.

I am a [redacted] in Oklahoma. I wish I had read the reviews before I gave them any money. I'm in the same boat as many on here. You give them money and they give you 3 free leads. Well as luck would have it, the 3 leads they sent for free where bogus leads. Then the following leads that I paid for were the same way. I think I actually got to quote 1 out of 5. They keep sending after I told them to refund what's left in my account. They tell me there are no refunds so I guess I'll get about 8 more bogus leads sent to me before they are done with me. I would recommend contractors to never call this place unless you have so much money you just want to throw some away. On the first phone call I had told them my past experience with [redacted]. This was every bit as bad if not worse. Maybe it's time for a letter to the [redacted] to look into this place. Where I come from we call it stealing when you won't return what is ours. Money !!!

Information is literally the definition of a Lead. We don't provide projects nor do we even provide estimates. Lead Generation companies like CraftJack simply provide contact information of a Homeowner who has expressed an interest in finding out more Information about a Potential project. That's the service we offer.

[redacted] - [redacted] RoofingWow!! Scott, I am so sorry for this.I can assure you this is not typical nor what I would expect from any company, let alone one I work for and helped found.Regarding the negative reviews: those are disturbing to read and upsetting. I always try to respond and address every...

single one that we get. It helps me to know that the negative reviews found here or elsewhere account for only a small percentage of the great contractors we've worked with over past 8 years. Areas where we've failed to help someone is unfortunate and often our fault. But I can assure you that we definitely will continue to try hard to provide a good, meaningful and honest service to anyone who takes a chance on us. That is my absolute guarantee!Again, I want to apologize for lack of quality service and communication since signing up 13-days ago. I will personally ask Peter, your account manager, to reach out to you today.Please do not hesitate to reach back out to me anytime. You can email me directly, if you'd like, at [email protected]. I want to make sure you (and everyone) receive the best service that is expected of us. I also want to hear about the areas and time when we fail to meet those expectations. Feedback is critical and necessary for me to be able to fix what's broken. If not for you, at least for another person in the future. Thank you, Scott,Sincerely,Noah [redacted]

Hi Mr. [redacted] G. [redacted], thank you for reaching out with your feedback and for being a CraftJack customer since November 2017. After looking specifically back at your account it appears that you were having success with the credit tool as we have credited back over 45% of all leads sent. It also...

appears your Account Manager assisted with a number of credits via email and phone at multiple points. We have made attempts over the past couple weeks to touch base, and will continue to do so to make sure we can assist you and this situation. It is worth noting that leads are members of the community whom are interested in hearing more information about a specific job or service, and are also at varying degrees of a sales process, needing to be still be sold. Looking forward to touching base soon in order to help with this situation.