EGumball Inc

Our  sales and customer service representatives are trained on all of the intricacy's of the service which we provide.  We pride ourselves on the ability to gain traction for our clients through the ever changing landscape of local optimization.  We understand the challenges which are unique to each and every marketing campaign and each facet of our service can present its own challenges which need to be overcome in order to obtain results.  Are proven track record has established eGumball as an industry expert and we ask that the customer allow us to work with them to accomplish their online marketing goals.  Our customer service team has resolved many of the concerns which the customer has presented us and we have overcome many of the initial challenges designed to build a strong foundation for this customer.  We have resolved the customers concerns regarding an inaccurate directions and feel that we have proven our abilities to increase the consistency of the business information which is found online.  The duplicate data which, includes the information found on [redacted], is an ongoing process which is part of eGumball's regular duties.We ask that the customer allow us to re-address their concerns and illustrate the progress which has been made on the account. Our customer service team can be reached at [redacted] ext. * Monday - Friday 7:30- 3:30 PST.

We understand the customer’s frustrations and hope to
further resolve this issue. We are not [redacted], nor do we claim to be [redacted].
However, we are a certified [redacted] partner, which means that we are trusted by
[redacted] to assist companies in managing their [redacted] accounts. We...

help
thousands of clients optimize their online presence and get found on [redacted] following the algorithms specifically set out and updated on a frequent
basis by [redacted]. If you take a look at our terms and conditions on our website,
you will see our cancellation policy and contract policy. We want to
communicate with the customer to see what can be further done to reconcile the
problems they have with our services. Please call us Monday-Friday 8:30-3:30
PST at [redacted].

I've been getting calls weekly if not daily from egumball. I've never encountered such aggressive sales tactics; their staff will straight up argue with you, borderline call you stupid for not using their services and they refuse to admit that they are selling a product, or how much the actual costs will be or, to provide any proof of their value. I've requested several times to be taken off of their call list to no avail. I've requested to speak to a supervisor on two occasions and been told I couldn't because I had not expressed any desire to work with the company and that supervisors do not handle complaints (just sales). At this point I don't care if their services are valid, I do not want to work with a company with such awful, pushy sales tactics. They seem to be very aggressive about protecting their online presence which probably explains their good reviews online and ultimately just makes me more suspicious.I wouldn't be surprised if I got a harassing phone call or was threatened with a lawsuit regarding this review.

Our campaigns are reliant on the information provided by our clients.  If a client enters into an agreement with a phone number that belongs to someone else then it is the clients responsibility to provide us with an accurate phone number to correct the listing.  We are more than willing...

to help this client with correcting her listings pursuant to terms and conditions item 12.  By failing to provide an accurate phone number the client has impeded upon our performance guarantee.  We offered a 50% settlement to buy out the agreement as afforded within terms and conditions item 7.

Though we understand the customer’s frustrations, no SEO
company can ensure first page placement or higher ranking due to [redacted]’s ever
changing algorithms. However, this company has helped thousands of customers
achieve higher ratings and improve their online presence. ...


There are many customer service agents who would be happy to
address any of your concerns, and we regret that the customer felt as though
they had trouble communicating with someone. However, according to our notes,
this service attempted to contact the customer on numerous occasions, with no
response from the customer. Follow up emails were also sent to the customer on
3/3, 3/10, and 12/11.
If the customer has further questions regarding their
account, they may contact this service Monday through Friday 7:30-3:30 PST at
[redacted] and speak to one of the account representatives here. Someone
would be happy to assist the customer with their questions and concerns.

I hate these guys they call me all day long and say they can't take me off their list!!!

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.
Hi [redacted],Here is my rebuttal statement which you may post.Brandon from eGumball called me on September 09, 2015 and I agreed to reopen the contract based on a promise made by [redacted] who originally opened the contract that there is a 30 day money back guarantee if there are no results. She pointed out to a line written on the bottom of the application as "Performance guarantee". I hope that eGumball can show a result at the end of 30 days or refund the money as promised.Thank You,[redacted]
Regards,
[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.At no time did I say they were [redacted], I stated that they were partners with [redacted].  Which upon further research I have discovered that egumball is not partners with [redacted] at all, so that right there is not true.  Also I spoke with [redacted] who told me that he read a transcript of the conversation that I had with the sales person when I first signed up for the service.  I asked to see the transcript so that I could verify all the information that he was telling me and to make sure that nothing was left out, he declined to send me the transcript.  So now it is his word against mine.  The least he could do is send me the transcript of the conversation that I had with the sales person just so I can see that she indeed did not say it was month to month and that I could cancel at any time.  I feel like they are hiding something and not giving me all the facts.
Regards,
[redacted]

[redacted] signed a twelve month agreement on 12/13/2013 to optimize our clients maps listings.  Forty days laster our client was contacted by our billing department for payment.  During this call, the clients assistance stated that Michael had changed his mind and *did...

not* provide reason.  This prompted a follow up call by the clients account executive.  After several failed attempts to make contact the client, by the account executive and billing agents, the client was forwarded to our collection agency. 
Claiming your listing on Google is free and so is the claiming of 250 local directories.  The client signed an agreement with our company to provide this service.     
eGumball is a Google Partner for Adwords.  This does not mean we are legal owned or operated by Google as clearly detailed within the terms and conditions of our service : http://www.egumball.com/terms.html .
Had the client provided us the opportunity to explain our service and our Google Partner certification we would have been able to avoid the dispute.
We are more than willing to provide our service to any cooperative business owner.

Because it takes up to a month to have the customer’s profile and account set up, whichis industry standards, there is no reason for us to contact the customer duringthis time. The customer did not stay with our services long enough to see majorresults. We also have many recourses for customers to track their rankings andcampaign, which shows results so that they can stay constantly updated.Further, the customer did not cooperate with us in terms of providing importantinformation for his campaign to become effective. We wish them the best of luckwith their future endeavors.

eGumball strives to deliver results for our customers as quickly as possible and ensuring that we publish accurate information is an important part of the service.  In the case of [redacted] - [redacted], we uncovered multiple business names and addresses which prompted further investigation and ultimately clarification from the customer to ensure the information was accurate.  In total, 5 different business names and 3 addresses were discovered to be connected to the business and the quality team had attempted to get in touch with the customer regarding the association of the information.  It is crucial that we publish only the most accurate information and our ability to provide results stems from our attentional to the details. The service team attempted to discuss these processes with the customer in order to answer the customers concerns regarding the setup process and what can be expected moving forward.  We understand that the customer has expectations that we need to meet and it is our goal to exceed these same expectations.  We ask that the customer allow us to review the services which have been rendered and also allow us to demonstrate the successes which our customer enjoy.  Our customer service department can be reached at [redacted] ext *.  We would like the opportunity to discuss the white hat tactics which are used to obtain long terms success for our customers.

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.

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.
[ There is no offer made by eGumball in this response to solve the issue but talk. The issue still is that terms and conditions were not provided to me after the signing, again the issue is not the signing of the terms and conditions but providing me with a copy of what I signed and to date it has not been provided. A full refund should be issued by eGumball at this time to solve the issue since they have made no effort to solve the issue.
Regards,
[redacted]

Though we understand the customer’s frustrations, no SEO company can ensure first page placement or higher ranking due to [redacted]’s ever changing algorithms. Furthermore, during the initial review of the business information our quality control team identified multiple business names, addresses,...

and websites connected with the business information. The client was aware of these inconsistencies. Our services are designed to increase the consistency of business information found throughout the internet, which is required in order to improve any sort of online presence.  This process is ongoing and eGumball uses great effort to clean up years of incorrect information online. Business Names: [redacted] [redacted] [redacted] [redacted] Addresses: [redacted] [redacted] [redacted] ([redacted]) [redacted] (GMB) [redacted] Website: [redacted] (Admin/[redacted]) [redacted]  There are many customer service agents who would be happy to address any of your concerns, and we regret that the customer did not experience satisfactory communication. Please find attached [redacted] My Business insights for [redacted] which identifies the consistent traffic and phone calls registered through the [redacted] listing. We ask that the customer contact their Account Executive to answer questions regarding their account. They may contact this service Monday through Friday 7:30-3:30 PST at [redacted] and speak to one of the account representatives here. Someone would be happy to assist the customer with their questions and concerns.

After trying to work with this customer, he refused to work with us in order to resolve the issue. We have resolved the issue on our end by canceling his account and writing off the past due balance.

We understand the customer's
concerns, and we have
recently corresponded to the customer in an effort to
resolve these issuesWe 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 complaintThe websites we build for our customers are temporary
and not a part of our core serviceOur 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 pagesRegarding 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 contractWe have once again
attempted to address these issues with the costumer, but were unable to come to
a resolutionIn 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:PSTA customer service representative will be happy to assist with
any further concerns that the customer may have

eGumball's customer service and sales representatives are compliant with the policy that we cannot and would not say that we are in any way affiliated with [redacted]. We are a [redacted] partner, which means that we meet all the qualifications to sell [redacted] services to customers. This is stated in the customer contract, which all customers must read before signing, so that they understand that we are not [redacted] before committing to the service. As with any business whoprovides a service, it’s the responsibility of the customer to read all contracts and terms before signing with any service.

The
customer was frequently updated on their account, specifically on August 8th of
2013 and received many detailed emails and snapshots of his rankings throughout
the duration of his contract. Once an account is activated, we begin the
monthly citation building process, which does not require...

any verbal contact
with the customer. However, the customer is provided access to our client login
portal which details the campaign traffic. Also, the customer persisted to
create many duplicate listings, which created “irregularities” on the account.
Lastly and as per eGumball’s terms (http://www.egumball.com/terms.html),
a contract is reinstated after the duration of the previous term, unless the
customer cancels, which in this case the customer did not and tried to cancel
in the middle of his second contract term. Our customer support department is
readily available to discuss our customer’s campaign.

eGumball was hired by the customer to increase the exposure of [redacted] and the associated information on line.  Upon initial review the quality team discovered multiple business names, addresses, and phone numbers connected to the customer.  Increasing the consistency of business...

information is a foundational necessity that creates trust not only by the search engines but also by potential customers.  The customer had contacted the customer service department to discuss the services which had been provided and referencing that they had not seen any changes.  The service rep had discussed the initial changes and asked that the customer gain access to a computer so that eGumball could prove the services which had been rendered and the increases in exposure which had been attained.The customer at that point did not have access to a computer and during additional attempts informed us that he would call back when he was not working.  A cancellation was received after hours and we have not had the opportunity to show the customer the increase which has been achieved.  We have attached screenshots of rankings and traffic reports which outline the advances that have been made.  We ask that the customer contact their Account Executive to further discuss the screenshots and traffic reports.  Please contact the customer service department at [redacted] and ask to speak with an Account Executive.

The
customer was frequently updated on their account, specifically on August 8th of
2013 and received many detailed emails and snapshots of his rankings throughout
the duration of his contract. Once an...

account is activated, we begin the
monthly citation building process, which does not require any verbal contact
with the customer. However, the customer is provided access to our client login
portal which details the campaign traffic. Also, the customer persisted to
create many duplicate listings, which created “irregularities” on the account.
Lastly and as per eGumball’s terms (http://www.egumball.com/terms.html),
a contract is reinstated after the duration of the previous term, unless the
customer cancels, which in this case the customer did not and tried to cancel
in the middle of his second contract term. Our customer support department is
readily available to discuss our customer’s campaign.