Cvent Inc

This is what CVENT provides as their signature document Please note that you are required to access a completely different webpage for details related to the agreement This is improper as it does not solidify the terms of the agreement and makes the agreement subject to whatever the terms may be at the time of any challenge What you see here is their ENTIRE agreement (minus actual terms) It's ONE PAGE.As far as documentation related to what they promised, CVENT maintains control of their system during the sales process We were not allowed any free access to the system in order to validate any claims the sales rep was making We asked if their system was consolidated and integrated in a seamless fashion without the need for any syncing at later times.Upon gaining access to their system, it became clear that their system did not function this way They then attempted to say they could have one of their members manually sync our records with their mobile app whenever we requested.This is NOT what we signed up for and we communicated this within hours of having our first live session with their account rep, who made it clear that their system could not function in the way we expected.Their system is not integrated Case in point, they send separate bills for the core application and the mobile application while claiming they're company is fully integrated since the purchase of their mobile platform (Crowd Compass).It's wholly unbelievable that CVENT expects to be paid in excess of $20K for a service they never delivered, we never activated, and for which they could not deliver on their sales persons claims

On January
20, 2014, I called for the first time to fix a problem that I was having with the site and was
told that CVent was not able to perform that task until I paid
even more money to get the *** *** feature. This was never disclosed prior to signing the original agreementBest,S*** ***

Dear Madam or Sir,
"
line-height:150%,"serif"">*** ***’s Cvent account
is in delinquency and currently being handled by an external collections agency
after our attempts to get a response to our billing inquiries failed to be
responded to
*** ***’ claim exists
largely around his perception of how he believes the product should workWe
are unable to find any verbiage in our mutually-signed contract, Terms of Use (***),
advertising or communication that states the capabilities *** *** has
defined as deficiencies or the basis for non-performance
Because we strive to delight
our customers, who are over 96% satisfied with our service, we offered a 25%
discount to terminate the remainder of the contractHe declined
*** *** is correct, in
that, when he asked about additional features, we did offer to sell them, since
we do have different versions of the product as well as advanced features e.g
private domainPlease see our Terms of Use ***
We, for the sake of goodwill, did
activate advanced website design, complimentary users and a custom footer,
gratis when *** *** raised a complaint originally
To that end, *** ***
claims multiple features and function do not exist in the product, when in
fact, they doE.gbulk registrationsWe offered a guided tour of the product,
which was declinedWe offered live training which our records indicate was not
attended
He believes some features
should work in a different way and we respect his opinionHowever, that is not
grounds for non-performance or a reason for a breach of contract
We believe we have been very
fair and consistent in our communicationWe have dealt with *** ***
extremely professionally
If *** *** can show, in
writing from Cvent, where we have promised free features/functions or
capabilities and have not delivered, we would be happy to take another look at
the situationHowever, the documentation we have is very consistent and
supports the information aboveThank you for your time,
Ed B***
Vice President, Client Services

Customer was offered both one year and two year contract options by its Cvent account manager when it renewed service beginning January 12, 2013. Customer chose the two year contract, which had better pricing due to the longer commitment. In response to Customer’s concerns about
support, the Cvent account manager offered a choice of EITHER a cancellation right for Year (exercisable during the first months of Year 1) OR a free Event Build ($2,value)Customer chose the cancellation right, not the free Event Build. Customer’s assertion that there was a $1,program fee that was essentially a hidden charge which was not explained until after the contract was signed is incorrect. Customer chose the cancellation right, not the free Event Build. However, Cvent did offer to provide the Event Build service at a 50% discount ($1000).Customer’s statement that it had an option to cancel Year of its two-year contract is correct however notice of cancellation had to be received by July 12, 2013. This was clearly stated in the contract.Opt-out provision language: “Customer may cancel Year of the Agreement at Customer’s sole discretion, by giving written notice of cancellation to Cvent on or before July 12th, Cancellation has no impact on fees due and payable for Year 1, but would relieve Customer of any additional liability under this AgreementFailure to cancel before the specified date leaves contract term above in full force and effect.”Cvent did not receive any cancellation notice from Customer until after the fee for Year had been invoiced to Customer, months after the July 12, deadline(Customer has since provided a PDF document containing notice of cancellation that lists a date of 7/2/however the PDF file statistics show a creation date of 12/12/2013. Obviously this does not qualify as valid and timely notice of cancellation.)Customer’s statement that it didn’t hear from Cvent until later in is not correct. Even though Customer did not purchase the Event Build service, the account management team worked with the Customer closely to assist it with the build and worked with a man named Joshua Wallace who was in charge of the event. The team spoke and emailed with him times between 4/18/and 6/18/The call on June 18th was positive and the Customer seemed prepared for its event the following weekThe account management team later reached out on 8/8/and 9/10/to Joshua Wallace to ask how the event went and discuss future events/uses of the system. They also reached out an additional times after that. No response was ever received from anyone at Customer’s organization

We understand [redacted]'s frustration. After a thorough analysis, we found no ambiguity or lack of accuracy in how we marketed or provided the products to [redacted]. We examined our records and spoke to all Cvent personnel involved and all confirmed the integration was represented accurately. We understand [redacted]'s perspective on how he would like to see the integration function, but unfortunately, that is not the current design. There is no lack of functionality, but rather a preference for it to work a different way. We respect that, but it is not the basis for terminating an otherwise legally binding contract between two businesses in an arm’s-length transaction. We have offered to settle by allowing [redacted] the opportunity to terminate the Agreement early, subject to payment of a cancellation fee, but [redacted] has not expressed interest in that. At this point, we have left this with our Billing and Collections department. We certainly wish [redacted] had used the functionality that was sold and provided as we do not believe there is a material difference between what was provided and how [redacted] would like to see the product work. Sincerely, Ed B[redacted]

To whom it may concern,Our customers are incredibly valuable to us and we dread when even a single customer is unhappy. The complainant ([redacted] on behalf of [redacted] Institute) and I have had had multiple interactions over the course of a month. The company that the complainant...

submitted the complaint on behalf of has already settled their account with Cvent.
As has been explained on multiple occasions, Cvent acknowledges that what the complainant believes, he believes. Unfortunately, our investigation showed the opposite of what believes and this has been shared.
Our product is not and was not incompatible with [redacted] Analytics after upgrading the the "Blue Release." This is evidenced by the fact that no other of our thousands of customers had the issue. (We are [redacted]-based software, In other words, all customers share a web-based system as opposed to different instances at every customer site. So, the same issue would be experienced by all)  Thorough regression testing also proved this out. The issue involved an integration of our system with [redacted] Analytics. The root cause was determined to be the customer's [redacted] Analytics' account, with or without their knowledge, was upgraded around the time of the new release to an unsupported version call [redacted] Analytics Universal.
Our contract allows for 30 days to remediate material issues. We remediated within 7 days by adding [redacted] Analytics Universal support.
We truly wish [redacted] Institute had not experienced the issue they did, but it was not related to anything Cvent did or did not do. Moreover, we have explained this many time and in many ways.  In the end, as mentioned, they did accept our settlement offer to be released from the second year of their contract.
Please let me know if I may be of any other service.
Ed B[redacted]
VP, Client Services

To whom it may concern,[redacted] entered into a contract with us for our Event Registration Software and Mobile Application. Although he was told that registrants could not register in the mobile app, he believes he heard that that could occur. The fact that registrants can not was made clear by...

multiple people and is unlikely to be ambiguous as the functionality we provide is core knowledge and functionality. In our product, registrants are directed to a web page to register since that is a much more common scenario as the mobile app is almost exclusively used by people who have already registered.We have no collateral or documentation that indicates we do what [redacted] believes the software should do. At this point, we have referred [redacted]'s case to our Billing & Collections department.Thank you for your consideration.Ed

At Cvent, our goal is to delight
every customer and I apologize that we were unable to do so in your case.
In accordance with Cvent’s Terms of
Use (can be found at the top of your Cvent agreement) we require 60 days
notification prior to the renewal date of your agreement should you choose not to
renew. While we did contact your team in advance of the 60 day window, (6/22/15
and 7/20/15), we did not receive any indication that you did not want to
proceed with the relationship.
Because your organization does not
anticipate a need for an Event Management software in the upcoming time period
and we would welcome the opportunity to potentially partner with you in the future,
we will cancel the evergreen clause in your contract per your request. Note: Your
Cvent account will now expire on
October 31st 2015. Prior to that, you should extract any data/information
necessary as there will be a fee associated to reactive your account. I hope you find this acceptable.
Please let me know if you have any
other questions or concerns or if I may be of any further assistance.
E[redacted]

Review: In February, 2013, we agreed to a contract with Cvent under the stipulation we would not be continuing for the full two-year term due to problems with their service year's previously. The sales representative noted in the contract of a date after our event in which we would be able to cancel, without penalty, prior to the two-year agreement. The agent also offered to have their programmers build the web portal to our satisfaction. After the agreement was signed, we were informed that programming fee of $1,000 -- which we passed on. If this fee had been known in advance, we would not have agreed to the contract.

In July, prior to the date specified, we sent an email requesting the cancel the service. In addition, we mailed a letter to their respective address. We did not hear from their representative until later in 2013 when an invoice was "unpaid", despite this invoice not being mailed. Via a phone conversation, it was mentioned that this contract was cancelled. It wasn't until the early December, 2013 when another representative tried to collect on this invoice. We again mentioned the contract was cancelled. This representative asked for a copy of the letters, which was sent. She informed us that this was not sufficient, so she asked to forward the email with the time-stamp. Once this was forwarded, [redacted] (the representative) replied that their logs did not have the email and "Additionally, from my perspective, it seems that this document you attached was created today." Despite asking for the email with the time stamp, and without proof other than her "prospective," we were again told we did not have enough proof of cancellation. All emails to this conversation are on file.

Despite several attempts at informing them of being unsatisfied with their product and displeasure with their customer service, we are now being sent to a collection agency for this amount.Desired Settlement: Because Cvent was aware of our dissatisfaction, the repeated attempts to show cancellation of service, and the treatment and unwarranted accusations from [redacted], we request the balance of $1,765 to be removed and all collections to stop.

Business

Response:

Customer was offered both one year and two year contract options by its Cvent account manager when it renewed service beginning January 12, 2013. Customer chose the two year contract, which had better pricing due to the longer commitment. In response to Customer’s concerns about support, the Cvent account manager offered a choice of EITHER a cancellation right for Year 2 (exercisable during the first 6 months of Year 1) OR a free Event Build ($2,000 value). Customer chose the cancellation right, not the free Event Build. Customer’s assertion that there was a $1,000 program fee that was essentially a hidden charge which was not explained until after the contract was signed is incorrect. Customer chose the cancellation right, not the free Event Build. However, Cvent did offer to provide the Event Build service at a 50% discount ($1000).Customer’s statement that it had an option to cancel Year 2 of its two-year contract is correct however notice of cancellation had to be received by July 12, 2013. This was clearly stated in the contract.Opt-out provision language: “Customer may cancel Year 2 of the Agreement at Customer’s sole discretion, by giving written notice of cancellation to Cvent on or before July 12th, 2013. Cancellation has no impact on fees due and payable for Year 1, but would relieve Customer of any additional liability under this Agreement. Failure to cancel before the specified date leaves contract term above in full force and effect.”Cvent did not receive any cancellation notice from Customer until after the fee for Year 2 had been invoiced to Customer, months after the July 12, 2013 deadline. (Customer has since provided a PDF document containing notice of cancellation that lists a date of 7/2/2013 however the PDF file statistics show a creation date of 12/12/2013. Obviously this does not qualify as valid and timely notice of cancellation.)Customer’s statement that it didn’t hear from Cvent until later in 2013 is not correct. Even though Customer did not purchase the Event Build service, the account management team worked with the Customer closely to assist it with the build and worked with a man named Joshua Wallace who was in charge of the event. The team spoke and emailed with him 22 times between 4/18/2013 and 6/18/2013. The call on June 18th was positive and the Customer seemed prepared for its event the following week. The account management team later reached out on 8/8/2014 and 9/10/2014 to Joshua Wallace to ask how the event went and discuss future events/uses of the system. They also reached out an additional 3 times after that. No response was ever received from anyone at Customer’s organization.

Review: My company purchased the Cvent event management system in December 2012 with a 2 year contract. During the sales process it was agreed that the system would be configured and live by the end of 2012. In February 2013 we were still struggling to get the system to work to meet our needs the way they had described that it would. We decided that it just wasn't going to work for us, and inquired about options for obtaining a pro-rated refund since the system had never been used.

At that point we were told that the contract is absolutely durable, even if we are dissatisfied and unable to use the product. We were offered a 10% reduction in the price, and had to accept or decline that offer within 60 days. Then our service rep, [redacted], said that she would help us to find someone to take over our contract, as an option. She said they don't normally do it, but if I could find a buyer, she would work with them to get the 2 year agreement re-started so they could have full benefit of it. I said that I would send an email blast to our database of 20,000 users to find a buyer; she said fine.

[redacted] shortly thereafter came back to say that she was mistaken, and we cannot advertise sale of the system. I said okay, I could find a purchaser without advertising. She copied various pieces of our written agreement into emails; I believe I have complied with all of these terms.

I believe I am getting close to finding a purchaser, so I reached out to [redacted] to re-verify what we discussed and emailed about in terms of transfer of the agreement. She is now saying that I misunderstood her, and that transfer of the agreement is not something they can do.Desired Settlement: My first choice would be a refund of my money, because the item could not be easily configured to meet our needs, as promised during the sales process.

My second choice would be a pro-rated refund of my money. I have never used the system, but we did have a Cvent technician attempting to configure it for us. I offered to pay the normal price for this service; this settlement offer was not accepted.

My third choice would be to retain the ability to transfer the agreement to a buyer, as offered by our service rep.

Consumer

Response:

Dear [redacted],

I left you a voice mail earlier this week. I have received a response from this business and we have arrived at a solution. I would like to change the status of the complaint to:

Revdex.com found business made good faith effort to resolve complaint but customer not satisfied with business response

Please advise how this can be done.

Best regards,