EGumball Inc

We appreciate your concern with our relationship with
Google. As seen on our terms (http://www.egumball.com/terms.html),
our website (
href="http://www.egumball.com/egumball_is_not_google.html">http://www.egumbal...⇄ /> ), and the contract that every customer must sign before their service has
started, we are transparent to the fact that we are not affiliated with Google
in any way, but meet the qualifications to be a Google AdWords Partner (https://www.google.com/partners/?sourceid=awo&subid=us-en-ha-g_prt-hasearch...⇄ /> . Also seen in our terms and the contract that every customer signs before
service is that eGumball does not and cannot guarantee search engine results.
No SEO or Google Maps company can guarantee specific results in any time period
due to constant changes within search engine algorithms. It takes time for a
company to start ranking once we’ve created their profile. Lastly, we ask to have
access to every customer’s Google Plus page because it is very important that
we manage this page in order to manage their overall listing. Before the
customer responds to our response, we ask them to speak with their account
executive about our service agreement.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.   If they fail to uphold their end of agreement, I will contact the Revdex.com again.
Regards,
[redacted]

This client has worked with eGumball since November 2, 2011.  The customer has been shown on multiple occasions throughout the years their front page results which has included all 10 of their chosen keywords and additional target areas.  This has been part of the reason that the customer...

had chosen to extend their service agreement with eGumball on multiple occasions.  The customer contacted the service department and informed us that they had moved their location on 2/18/2016.  This caused eGumball to initiate changes to the years of work that had been completed.  The customer was informed of the extent of the work that had to be completed in order to make updates and we asked for patience during this period.  Part of the process does include a re-verification of their [redacted] My Business account so that [redacted] can verify their new location as an accurate business location.  This is a [redacted] requirement for any major change, such as an address change.   Furthermore, eGumball is a [redacted] Partner: [redacted]  The [redacted] Partner status applies to the [redacted] program which is a separate service, but eGumball does hold this status. We are providing current screenshots of the customer’s rankings.  These screenshots are due in part to the trust that eGumball has established for the business.  We would like to further discuss the results and service with the client and ask that the customer contact their Account Executive at [redacted].

eGumball, Inc. has added all of the customer's contact numbers to the Do Not Call list, and this issue is now resolved. If the customer has any more questions, they may contact eGumball, Inc. at [redacted].

This service has attempted to contact the customer on
numerous occasions, and has documentation to assert that this is the case. As
stated previously, by signing the contract, [redacted] has asserted that he
has the authority to sign for this service. Again, the customer may read our
terms and conditions ([redacted]) for clarification.

eGumball strives to complete the initial campaign requirements as quickly as possible.  Our customers enjoy prompt attention to detail and our ability to establish results as quickly as possible.  It is of our utmost concern to inform our customers of the work which is performed on a...

regular basis.  We ask that the customer contact an Account Executive to receive a full report of the work which has been completed up to this point and the next steps involved in the campaign.  We have a proven record of establishing an increasing in the amount of traffic received by our customers business listings and in turn a ROI for our customers.   We use only legitimate tactics which are designed to bring long terms results for our customers.  Your Account Executive can be reached at [redacted] ext. * Monday - Friday 7:30 to 3:30 PST.  We ask for the opportunity to continue reaching the goals you taksed us to achieve.

[redacted]
[redacted], contractually known as [redacted], signed up for our maps
optimization service. Our company was contracted to submit, edit and optimize
local directory listings to improve citation clustering for local...

search
enhancements in Google Maps. eGumball is a “Google Partner,” as certified by
AdWords. This label of certification is provided by Google, but does not mean
that eGumball is a subsidiary or an actual contractual partner of Google, as
detailed at the top of our terms and conditions (http://www.egumball.com/egumball_is_not_google.html).
 
Further, eGumball provided
[redacted] six months of service, which did improve their
visibility in Google Maps. The service documents are found here: http://www.egumball.com/ssm.html.
As you will see within our service documents, the screenshots of ranking and
email communications show the client thanking us for a speedy response. The
client acknowledged our work was being performed. 
 
We believe the client is not
pleased with our service because they were not able to locate their business
without the use of “CA.” This advanced request takes more time to accomplish,
as we manage citations within a monthly drip system. We do not promote flooding
Google with a single shot of updated citations, which may be viewed as
unfriendly to Google. We are not in control of when Google pushes a new index,
so we have to be very conservative with our submission policies.
 
Although our service notes
demonstrate our willingness to explain our service in detail, we need trust and
open communication in order to be more effective.

eGumball was frequently in contact with Mr. [redacted] throughout his campaign. In fact, when Mr. [redacted] called us to cancel due to financial difficulty, we worked with him and helped him by putting his payments on holduntil told otherwise. The reason why this customer’s initial star tup took...

more time than usual was because the customer changed their business name after we had submitted the information of the original name. It also takes at least 60-90 days for Google and other search engines to recognize a new business name. We are transparent in our services and trust that the customer will read the full contract before signing. It is standard company policy that a company ask its customers to pay the duration of their contract before cancelling service, which is stated in our customer contract and Terms and Conditions ([redacted]). It is also stated in our contract that the domain name will not be released to a customer until they have paid their contract in full after cancellation. In this case, Mr. [redacted] has not. We wish Mr. [redacted] the best and request that he call us with any questions.

Per our terms of service, all cancellations must be made in writing.  Acceptable delivery methods are mail, fax or email.  Although we respond to every service inquiry, phone call cancellations are not allowed.  If our client indeed spoke with a service agent, we are more than confident that we directed our client to our terms and conditions - specifically our cancellation policy. 
Please have our client contact our service department for remedy.  We are willling to continue providing service if our client would cooperate and work with us.

The customer hired eGumball to increase their online visibility in September of 2015.  During the initial stages of the campaign the service department uncovered many inconsistencies with the business information including multiple business names ( [redacted]/ [redacted]/ [redacted]...

[redacted]/ ** [redacted]), Multiple addresses ([redacted] / [redacted]), and multiple websites ( [redacted] / [redacted]).  The customer was informed on multiple occasions  by the service department of the extent of the work that needed to be completed in order to accomplish the desired results.  The customer was also provided with a control panel to track eGumball progress on the account.  The customer informed the service department on 1/19/2016 that they were not receiving enough traffic from the service and requested to cancel. On 1/22/2016 the client had a conference call to discuss their specific situation and the traffic that had been generated from the service.  The client agreed to extend their service agreement with eGumball at that time.  
On 8/15/2016 the customer called to cancel the contract due to financial distress.  Since the customer had not yet fulfilled their service agreement, the service department attempted to review the service, including the customer traffic reports, which was previously a concern of the customers.  
The customer had extended their service agreement with eGumball due to the results that had been generated.  Since we were unable to review the service with the customer we ask that they contact their Account Executive for a full review of the services that have been provided.  Their Account Executive can be reached at [redacted] ext. *.

eGumball is in fact a [redacted] Partner, which can be verified here: [redacted]
 
eGumball understands the complexities of increasing the...

exposure of our customers and we take pride in our proven abilities.  The challenges associated with the customers accounts have been communicated on several occasions by our customer service department.  The customer has also been provided a control panel which allows for traffic reports to be obtained at any time.   
We ask that the customer contact their Account Executive at [redacted] to review the [redacted] Partner program and the progress that has been made on the account.

We understand the customer’s concerns and hope to resolve
this dispute. We do not claim to be [redacted], but are a certified [redacted] Partner,
which means that we are trusted by [redacted] to assist companies in managing their
[redacted]. Any assumption that we are affiliated directly...

with [redacted] is not
accurate.
We sent an application over to the customer and received a
fax approval from him on 9/22/15. The customer also paid for his services on
this day. Attached is a copy of the contract that was sent to the customer.
Furthermore, according to our terms and conditions,
([redacted]) eGumball, Inc. cannot guarantee any specific search
engine result page or line placement for a listing. While we have a good reputation
for improving our customers’ online presence, no SEO company can fully control
search engine algorithms.
However, upon further research, we discovered that the
customer is ranking for several keywords. These include: Auto Repair Shop, Brake
Repairs, Oil Changes, Auto Tune Up Service, Auto Electrical Repair, and Auto AC
repair. Though the customer has cancelled their services and is no longer doing
business with us, they cannot dispute that there has been a lot of progress on their
account. We cannot guarantee an increase in call volume, but we do work to
improve our customers’ rankings.

Revdex.com:
I have reviewed the response made by the business in reference...

to complaint ID [redacted]7, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.This issue has been resolved.
Regards,
[redacted]

eGumball offers a 30 day full refund, guaranteed. If, for some reason, we don't complete your optimization process within your first 30 days from the date we receive your signed application, you are eligible for a full refund. The optimization process consists of the completion of your campaign requirements prior to your activation date. We give you this guarantee to alleviate any frustration or concerns you may have caused by delays in development and implementation of your campaign.Our core service involves citation development which is essential for any online marketing program and also independent from any onsite SEO services. eGumball does offer a free microsite which is locally optimized and designed to give potential customers necessary information about our clients and also offers our customers the ability to begin making conversions without delaying their campaign.  The sites can also be customized to provide a postitive experience for customers.  We ask that the customer contact their Account Executive to discuss their initial expectations and how eGumball can meet those expectations.  They can be reached at [redacted] ext. *

We have frequently tried to contact this customer to work with him, but either he won't pick up or has refused to work with us. When we spoke with him, his statements made to us are out of context and he is non responsive. His duplicate listings on Google are the reason for his not ranking and refuses to work with us to fix it. We cannot move forward with this customer.

I have had no response thus far but interestingly did get a phone call today from a customer service representative, [redacted], at Egumball.  She wished to review my account. ...

This is the first contact I had received since notifying them of my dissatisfaction in March.  Some customer service!  I should also mention that I sent the  CEO and customer service a formal complaint shortly before notifying you and never received any reply.
While Ms. [redacted] was pleasant, she felt compelled to inform me that Egumball did it's job to optimize my search profile.  Yet facts are a sticky thing.  The position of my listing on Google remained off of page 1 until I made it known to them in March some 10 months into my contract.  Hearing about the processes of search optimization is irrelevant.  This company has refused to acknowledge its poor performance and take any responsibility for its very shabby customer service.  They have taken my money and arrogantly blame me for "not understanding."  Consumers should be warned about their cold call practices, deceptive promises, and poor customer service.
[redacted]
On Thu, Apr 9, 2015 at 6:30 PM, <[redacted]> wrote:We have received your complaint and we are currently reviewing it.Revdex.com of San Diego (San Diego, CA) [redacted] Phone: [redacted] Fax: [redacted] Email: [redacted] Web: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I'm puzzled at the business' response. This wasn't at all what I was assured when they had me sign up. It is most unfortunate that any reputable business can be this deceptive.
Regards,
[redacted]

The customer hired eGumball in order to improve their online presence and in order to do so eGumball must establish a foundation for the business online and increase the trust which the search engines have established for the business.  The initial stages of the campaign are designed to...

decrease the turnaround time and allow for our customers information to be obtained throughout the internet in a host of different ways.  During the quality control process, 5 separate address were uncovered which were associated with the business online.  These inconsistencies not only cause a decrease in trust score ratings but also in potential customer feedback for the business.  Upon hiring eGumball for services, all customers are presented with the terms of the agreement which outlines items such as the service term, business name, pricing, etc. (example attached)  This is to ensure that there are not any misunderstanding with the service prior to signup.  We have a proven track record of success which stems from our focus of ensuring a ROI for our customers.  In order to promote the long term success of our customers we must follow [redacted] requirements and increase the trust in order to do so. We ask that the customer contact their Account Executive to further discuss the course of action to meet the customers business goals and expectations.  They can be reached at [redacted] ext. * Monday - Friday 7:30 am - 3:30 pm PST.

We understand the customer’s
concerns, and we have recently corresponded to the customer in an effort to
resolve these issues. We do not claim to be [redacted], but we are in fact a
certified [redacted] Partner, which means we are trusted by [redacted] to assist
companies in managing their [redacted] accounts.
A customer service representative
has spoken with the customer multiple times and addressed the primary concerns
listed in the complaint. The websites we build for our customers are temporary
and not a part of our core service. Our service is to build citations, and our
representatives have screenshots proving the customer’s business was
successfully ranking, in addition to screenshots of the customer’s review
content having been copied verbatim from other review pages. Regarding a
refund, via our [redacted] on our company website, we
only provide 100% refunds within the first three days of the customer’s initial
signing of or agreement to the application or contract. We have once again
attempted to address these issues with the costumer, but were unable to come to
a resolution. In conclusion, the concerns brought up in this complaint have
been addressed to the best of our ability.
If the customer has any further
questions, they are free to contact us at [redacted] Monday-Friday
7:30-3:30 PST. A customer service representative will be happy to assist with
any further concerns that the customer may have.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
EGumball's statement that we did not respond to calls is not true. We told them that the service they sell is available for free. In fact, our business was listed on the wrong side of the street and was never corrected even after we contacted them. We feel like we were misled to say the least. I will be happy to talk with them to resolve this issue, but will not do any further business with this company.