EGumball Inc

We understand the customer’s
frustrations, and hope that with further communication, the concerns can be
resolved. According to our records, the customer spoke with one of our customer
service representatives on 7/8/15 and the services were further explained to
her, as well as the progress that...

has been made on her account. She agreed to
stay on board with this service after this conversation.
According to our terms and
conditions, ([redacted]), the customer
may receive a 100% refund within the first three days of signing an agreement
to the contract. The cancellation letter must be received by fax or email, and
rescission cancellations are now allowed by phone call. This customer wanted to
cancel after this three day cancellation period, and is not entitled to a full
refund.
 If the customer has any further
questions, they may contact our customer service line at [redacted]
Monday-Friday, 7:30-3:30 PST, and one of the customer service representatives
would be happy to assist her.

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 have spent countless hours on the phone with eGumball trying to work with them to resolve our issues. Our ad is not appearing as they noted. Our address is still incorrect and there are many sites that still show our previous address. We did renew with them in February, when we moved our business, and they can't seem to get it right and fix the address on various sites. I've also inquired with another optimization tool that is proven and it shows all the error listings attached - 3 pages long.
We are listed on the first search page because we participate with [redacted] Ad Words campaign - not because of their search optimization services.
We have respectfully requested to terminate our contract with no additional penalty fees and they refuse to work with us. They even drafted a settlement stating that if we retracted our negative reviews and removed our Revdex.com complaint they would allow us to terminate - why would they do that if they have a legitimate service. That document can also be provided.
We want to terminate, with no penalty, and we will be satisfied. We have been paying for their services and working with them for the past 2 years, most recent in February to resolve our issue to no avail.
They are a scam and do not wish to adhere to their contractual obligation and service.
Regards,
[redacted]

eGumball's client relationships are built upon a relationship of trust and providing results for our customers is of the utmost concern to our organization.  We feel that the long term relationship that was built with this customer was based on these principles.  We have worked diligently to illustrate the work that has been completed and have attempted to resolve the customers concerns.  We feel at this point that we have reached a mutually beneficial resolution with the customer.

The customer spoke with our customer service department last week and we believe this issue to be resolved. Though we understand the customer's frustrations, he did check that he read the Terms and Conditions prior to signing the contract itself. The Terms and Conditions are available on our website for public viewing, and are easily accessible. He is welcome to view them at any time after signing the contract, as they do not change from customer to customer. We hope that after the conversation last week with the customer, the customer is satisfied. However, if he wishes to call and clarify any information, he may do so Monday-Friday 7:30-3:30 PST at [redacted].

The service understands the customer's concerns, and
had been
working with the customer to address each issue addressed in this reviewIt is
important to note that no SEO marketing company can guarantee ranking within a
certain time frameThat being said, the service did indeed meet obligations,
as evidenced by the customer's proven exposure on [redacted] while using the
service
The service's representatives reached out to the customer and
left messages on 5/1/and 5/5/to resolve the customer's issues
regarding their complaint, but the service never heard backThe customer's
account has since been placed in collections following the customer's
cancellation of a 12-month agreement on 8/12/
If the customer has any further questions regarding their
account, they may contact the customer service line at [redacted]
Monday-Friday 7:30-3:PST

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 belo   Gumball .com has been told repeatly that the address is [redacted] [redacted] at no time in the past 5 months have they got it right as you can plainly see from there response now you see they still have us going NORTH
Regards,
[redacted]

We understand the customer’s
concerns and are currently working to resolve their account. We spoke with the
customer on 8/17/15 and informed him that in order to submit a completed
contract, the client must accept the Terms and Conditions. Otherwise, the
application process will not be complete....

Therefore, it is impossible for
eGumball to have a customer sign a contract without first the customer first
affirming that they have read and agreed to the Terms and Conditions. The Terms
and Conditions are in fact available on our website, but they are also part of
each separate application process, where the customer must check to ensure that
they have in fact read them. If the customer has any further questions
regarding their account, they may contact us at [redacted] Monday-Friday
7:30-3:30 PST.

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 had initially signed up after speaking with their high pressure telemarketer, who had taken all of my information, and verified what was correct for over an hour. Within a few days, I received an email saying they could not reach me, please call [redacted]. I reached out to this person, who told me he could not help me, and was passed along to someone else, who kept trying to verify incorrect information.
At this point, I felt scammed, and while speaking to a supervisor  who was rude (and confirmed my gut feeling) refused to cancel anything. After speaking with several people who rather than answering my question kept repeating the same exact thing about egumball, I realized I had been scammed. 
I'd still like to get my money back for the set up and first month, but would also be willing to consider a zero balance statement from the company, and each go our separate ways. Initially, I was hesitant to waste the money to forward this matter to my attorney, but after  speaking with him I had discussed I would try and resolve this issue one last time, or let him get involved if necessary.
Regards,
[redacted]

Attempts to contact the customer took place after the initial review of the business information online. Since it is imperative to promote accurate information to decrease the turnaround time for our customer we requested additional clarification.  Our system also indicates that the initial return call from the customer was received by the quality control department, and while we understand that the customer contacted us once he returned from vacation, he had been transferred to a customer service representative in order to discuss each of the processes which had been completed. We attempted to contact the customer multiple times through phone calls and emails and this was to further clarify the additional information which was found outside of the sales call.  Our attention to detail and obligation to our customers is intended to ensure that we build business relationships founded on trust and our ability to meet the expectations from our customers. This is also outlined in the initial agreement prior to signup which clearly outlines the expectations for both parties.  If this practice caused the customer to feel uncomfo0rtable in any way we would like to opportunity to discuss the service and expectations.

The customer hired eGumball to increase the inline exposure of [redacted].  During the phone consultation the customer was informed that we are eGumball and was taken to eGumball.com which outlines that we are not [redacted]. 
href="[redacted]">[redacted].  The customers claims that we represented ourselves as [redacted] were discussed with the customer and his council and were proven to be false. 
The customer did state that he did not remember the initial conversations that took place regarding the service and for this reason we have attempted to discuss and outline the monthly service inclusions that are outlined in the customers agreement.  The customer has received multiple emails, and phone calls,  which coincide with the work that is completed and on multiple occasions the customer has contacted support staff for further explanations of the service. 
 
The customer did state that if we did not misrepresent ourselves that he would be willing to continue to work with us.  We would like for the customer to contact their account executive at [redacted] to further discuss the progress that has been made on the account.

eGumball can never guarantee that a business will be placed on the first page of Google or any other search engine, as stated in our terms (http://www.egumball.com/terms.html), as well as the customer contract. The client requested that they pay the contract in full in July of...

2014 at signage, but then charged us back for the same amount in November of 2014 and again in December of 2014. Even further, this customer is ranking successfully ([redacted]). As also seen in the document provided, we have carried out our services and have not demonstrated any type of dishonesty towards the customer.

We have spoken with this customer who claims that they did not sign an agreement or contract with us. However an [redacted] signed for the service (see attached), who is an agent and affiliate of the company. As of this point, this is a matter of the customer and their company, not...

a lack of service or policy on our end. If the customer has any further questions, we ask that they call our customer service.

This company is a phony! They have misleading information on their website. Also they use tricky tactics to convince you to sign on with their company claiming that they can help you expand your business. Upon signing up, I changed my mind the next day because I realized I couldnt go through with it because of my financial status at that moment. I called them left a msg to cancel and they use their tactics to convince it would be worth my while. Well I looked at my website and I do not like it. Also, they claim that they can get me a lot of action with google. I just realized by a phone call sent a few days ago, they were asking for my google code that was sent to me. Well that was strange. I tried cancelling again, cuz also realized that the previous company that had my website had the same support that they offered. So they claimed I couldn't cancel because I would owe them $556.00 so because I didn't have the funds right there they put me on some payment plan till April until the contract goes south. I'm really disappointed in this company. Pls everyone beware they have hidden clauses in their contracts on line and if you try to cancel - they have the phony convincing tactics. This company is no good. Phony, Phony, Phony I can't wait to be rid of them! I will never recommend them to anyone. BEWARE!

eGumball is offering settlement in exchange for removing our Revdex.com complaint, [redacted] review and is forcing us to disclose to anyone moving forward that all disputes were amicably resolved. Our complaint is legitimate and they should terminate contract without us having to sign removal of reviews and disputes especially when they are valid. We have been paying per contract and in no violation of our contract yet they continue to not provide service. Again, see attached settlement agreement that they want us to sign and the summary below in detail. Thank you!Settlememt Agreement: eGumball has agreed to cancel [redacted]’s account [redacted] and send [redacted] a refund check in the amount of $297.00 via USPS mail within 10 days of the execution of this agreement. [redacted] has agreed to remove all online reviews posted about eGumball, Inc. within 48 hours of the execution of this agreement. [redacted] has agreed to close all Revdex.com complaints as resolved to [redacted]’s satisfaction, within 72 hours of the execution of this agreement. In consideration, all previously received payments from [redacted] to eGumball will stand as valid and verified charges. No disputes or chargebacks are to be filed by [redacted] or anyone else on [redacted]’s behalf against these settled amounts. If any legal actions have been filed by [redacted], no later than 10 days from the date of this agreement, [redacted] shall dismiss the action.  All parties agree to maintain the confidentiality of this Agreement and to not disclose the existence or terms of this Agreement to any third party except as required by law.  All parties agree that they will not disparage, demean, complain about or otherwise communicate any information damaging to the business or reputation of any of the other Parties, or to any third party except as required by law. If an inquiry is made, eGumball and/or [redacted] may disclose that the parties’ “dispute was amicably resolved.”

On 3/25 we asked the customer for the username and password for their [redacted] listing in order to make changes.    The customer said that they would email and sent an incorrect username and password.   We attempted on multiple occasions to reach the customer through...

email and phone calls to obtain the correct username and password.   After discussing with the customer, they informed us that they did not have access to the listing which required eGumball to take further action to recover the claimed listing.  Once eGumball gained access to the listing we were informed by [redacted] that there was an internal issue with [redacted]’s system that caused a merge between 2 different business listings (1st avenue salon by Veka / 1st Avenue Salon)  This contributed to the incorrect map location showing the previous location.  The customer was given access to their online control panel which allows for them to add information to their online profiles and also add the coupons and offers to the network. The customer’s claims of a 3 month service agreement were not validated and we have informed and confirmed with the customer that the signed service agreement was for 12 months and the 12 months was also verbally communicated during the initial consultation.  We understand the customer frustrations and feel that the their concerns have been addressed and a further concerns can also be resolved. Although there have been challenges that needed to be overcome in order to reach the desired results, the customers online visibility has increase and the customer is ranking on the first page of [redacted].  
We ask that the customer contact their Account Executive to further discuss the progress that has been made on the account and to review the results that have been obtained.  They can be reached at [redacted] ext. *

We understand the customer’s concerns and hope with further
communication, they can be resolved. We offer a three day right to rescission,
which allows customers to receive a refund within the first three days of
signing the initial agreement. These requests must be received...

by fax or email,
and requests are not permitted by phone. After the expiration of the customer’s
initial term, when the account is month-to month-the customer may cancel their
services. The exact details of our cancellation policy can be found on our
Terms and Conditions section of our website at [redacted].
The customer is required to check that they have read these Terms and
Conditions before signing the initial contract with us.
We did not create a YouTube video for this client with any
pop up ads. If the client is having problems with their YouTube video, this is
outside of our agreement with the client. One of our customer service agents
attempted to contact the client about their complaints via email and phone on
9/18, but did not hear back from them. We welcome the client to contact us at
[redacted] Monday-Friday 7:30-3:30 PST in order to further address their
concerns.

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.After initiation of the contract, the only contact I had with EGUMBALL was when I initiated it by email. Then a representative would call and make excuses as to why they were not doing their job. Nothing they promised was accomplished. No results, and they admitted that by offering two months free service, to try to correct the poor service, which was another promise they they did not follow through on. I was charged for the two months added on. The only thing I can say they are good at is automatically collecting a clients money. You can be sure it comes out of your account on time. When I requested refund for the supposed two months free, their comment was that they could not refund money. In Egumball's response they mentioned irregularities that were my fault. What a crock! Their own records show what really happened. I guess they have no other response except to try to blame and lie out of it.  
With my experience, I consider Egumball  a complete fraud. Buyers beware of this company. Their are great companies out there. And they are so good they don't require a contract to get your money over the long term. I will be glad to talk about my experience if you have any questions.
 I have since teamed up with a company that is working as promised. Results were immediate, and customer service is fantastic. No contract is asked for, as they know their service is great. Page rankings improved in just a short time. ([redacted] Media)
Regards,[redacted]

I guess that I am not surprised by the response of this business.  I have responded but clearly I do not live by the phone. I see patients daily and therefore my time is limited.  I have responded to every email as well.  All conversations have been to tell me I don't understand and the company  accepts no responsibility.    There has been absolutely no attempt to resolve this other than to expect me to regard their actions as beneficial.   What exactly did they offer?   They refused to offer a partial refund.  They refused to terminate my contract early on and have continued it despite my enormous dissatisfaction. Moreover, it's astonishing to me that they had no awareness of the problem until I brought it to their attention.  This is not a distortion or misrepresentation.   Their actions have been consistently anti-consumer and poor customer service.  Their arrogance is astonishing but no longer unexpected.  Potential consumers should be advised!
[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.
Regards,
[redacted]

“We work to improve our clients trust score with Google.  We focus on NAP consistency which is Name, Address and Phone number across relevant directories aggregated by Google.  Since we are not Google, we blindly work with a set of data points clustered by Google.  For which reason we could not determine the involvement of a third party from the beginning of the campaign.  Our terms and conditions encourage our clients to disclose past and present contracted internet marketing services.  The reliability of information clustered by Google determines the overall trust score with Google.   If there is any inaccuracies Google may request verification by postcard or suspend a listing.  “
 
We have fifteen tier one customer service agents who answer our customer service phones supporting five regional account executives.  There has not been any turnover in the last six months.

Feel free to contact us to discuss our service and what we can do to help.  1-800-890-8940, prompt 5 for service.  Avoiding phone calls will not resolve your issue.