Exact Data

Initial Business Response /* (1000, 5, 2015/07/06) */
Contact Name and Title: Exact Data-Client Service
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@exactdata.com
At Exact Data we strive to ensure each customer is more than satisfied with our services.
The customer purchased...

a list of phone numbers for doctors in 3 counties in Florida. After contacting the leads a different associate reached out claiming the charge for the order was fraudulent. We were able to confirm that was not the case.
After that conversation, [redacted] insisted these individuals were too old to attend their conference/seminar even though the order itself was simply for doctors in a specific geography. We explained if there was an error with the data we would refund the client record-for-record.
At this point the client sent a list of phone numbers without identifying which numbers were good or bad. We dialed through a sample of the phone numbers and found only one phone number was not in service and every other call was directed to an individual or a working voicemail.
Here was the last response we sent to the client:
Sent: Thursday, July 02, 2015 3:44 PM
To: '[redacted]@medvax.net'
Cc: '[redacted]@medvax.net'; [redacted]
Subject: RE: IO XXXXXXX
Hi [redacted],
As mentioned, we did receive the file of contacts that you claim to have dialed through however, there was no indication as to which records were erroneous. With that being said, we went ahead and quickly dialed through these contacts provided and are not experiencing disconnects or fax numbers (both of which would warrant a replacement file). Our file is attached for reference with notations. There is to be a small expectation for a percentage of error, but this falls within that threshold.
At this point, unless you have details indicating this is incorrect I cannot authorize a revised list as the order was pulled according to the specifications below:
B2C Telephone
Geography: Dade County, Broward County, Palm Beach County
Demographics/Selects: All Doctors
Thank you,
In an effort to resolve this quickly and amicably, we would like to offer the client a 25% refund for the records purchased.

Complaint: 11107467
I am rejecting this...

response because: ExactData requested 24-48 hours to investigate matter, and attempt resolution. Six days have now passed with no attempt of any communication (phone or email) with me. This lack of follow-through on promised investigation/settlement was the impetus for my filing a Revdex.com complaint in the first place.
Sincerely,
David [redacted]

It was hard to know whether I should write a review or report a scam on this company. They represented that the data they are selling is from [redacted] & [redacted], it is not. They sold me a list that did not comply with the order that I placed.
They promised to rectify the issue but would not reply to phone calls or emails.
Do not purchase any lists from Exact Data, the price is not worth it.

Having worked in marketing for 20+ years, this was by far the worst list I have ever purchased. I called and emailed my rep and customer service multiple times over a two week period and nobody would call me back or try to address the issue.

Good Afternoon,
We would like to work with you to resolve this matter amicably. However, our records show that an active Charge-Back has been initiated, which limits our ability to communicate with you on this matter. If you would like to work with us directly, we welcome that opportunity,...

but we would need confirmation of the withdrawal of the Charge-back.

My company purchased a lead list from Exact Data. We had the following issues:

1) On a good portion of the leads, the contact person Exact gave us had not been at the company for a number of years

2) They promised we would receive phone numbers/ emails for most of the leads. The list the sent us had NO emails or numbers.

3) They were extremely hard to get in contact with once we were trying to complain about the list.

4) They made false promises (i.e. the # of leads we would receive.)

5) They did not come through on a separate list that we requested at the same time.

6) A lot of the leads did not match our criteria at all.

I purchased a healthcare ailments opt in database a few weeks ago. The lists were so inaccurate that we had to completely discontinue all associated marketing efforts. They were well over 50% inaccurate. I have been offered no resolution that I consider to be satisfactory. Absolutely Unhappy.

Complaint: [redacted]
I am rejecting this response because: I'm not quite sure why we would reject the chargeback. What good would that do us???  You didn't consider resolving this issue before a charge back from our bank was initiated, so why would you now?  We've tried to reach out to you several times and each time we have been given the run around and nothing was resolved. As I stated before, there have been an overwhelming amount of complaints in regards to your company selling leads that don't exist. Your sales manager admitted to selling us leads that don't exist, and yet still your company could not resolve this. Our company should have done its due diligence before purchasing over $3,000 of a product from you that didn't exist.   Frankly we don't trust your company and we will continue to let everyone know of your poor business practices until you can sign an agreement admitting fault so we will not have to go back and forth with chargebacks. I think you should view some of the [redacted]s in regards to Exact Data and its business practices.  I will be doing a [redacted] soon as well, informing the public on what happened to us will hopefully shed light on our personal experience with your company.   As I've stated from the beginning, if you'd like this to all go away you should contact us.  You will certainly lose more money than what we lost by not reaching out to us so we can resolve this matter.  Again all we ask is a letter from you stating that you will refund us for the $3,200+ that we spent with you.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/25) */
We are mutually disappointed that the client is less than satisfied with the service provided. We have reached out to the client via email and telephone to resolve matters directly.
Initial Consumer Rebuttal /* (3000, 7,...

2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Even after the complaint was filed, the vendor did not call back to resolve the issue, or did they try to credit my account, I called the credit card company to stop payment, this is a very poorly run company, and I have never had such bad response to a product, I have been in business for forty years and never, never had a vendor show so much disrespect after the payment was made, as I said before they called every week trying to get our business, and then the payment was made and they never called for the delivery of the product, nor did they communicate within their company to resolve the issue, I would strongly avoidthis company, or attempt to do any business with them. 0 star rating....

Upon further review, the client purchased a third party email  list of 5k records from Exact Data. The Terms and conditions clearly state: Terms & Conditions 1. All sales are final. No refunds are permitted. Orders cancelled before fulfillment will be charged a 10% cancellation fee. Your order has been fulfilled with data owned by Exact Data or a third party supplier. Specific attributes are captured online, from surveys or modeled by Exact Data or by one of our suppliers.  If Client takes possession of email addresses, Client asserts familiarity with CAN-SPAM, and shall deploy email strictly according to same. Client agrees not to use the name "Exact Data" in its advertising, and Client acknowledges that Exact Data does not guaranty email delivery by Client or Client`s 3rd party service provider; many third party email deployment services do not permit you to deploy purchased email. Inform yourself prior to purchasing email data.  The client chose to use Get Response as a platform to deploy their email campaign. Get Response clearly states in their Terms and Conditions:Please do not import any lists where you don’t have explicit permission from every subscriber. Such lists may include: purchased leads (even if they come with “claimed”opt-in information), so-called “safe lists”, list-washed, bought or purchased email addresses, rented lists, co-registration leads etc. Importing a non-compliant list is a violation of our ToS and may affect your account standing.It would appear that the client is holding Exact Data responsible for issues that fall outside of our scope. We turned over a viable list of records. We also provided additional records at no extra charge to the client based on a bounce report provided by the client. With that being said we have provided the service the client purchased and approved.

Exact data are liars. It is that simple. They sold us 1,612 addreses and not one of them was what we paid for. When we tried to resolve the issue with them their phoney complaint department stopped taking our phone calls. Fortunately we lost only $450.00. But do not do business with them they do NOT DELIVER. Trey are a total scam

Initial Business Response /* (1000, 5, 2015/06/25) */
The client purchased a list of emails, which Exact Data delivered in accordance to the terms and conditions of his signed contract, which clearly states "Client acknowledges that Exact Data does not guaranty email delivery by Client or...

Client`s 3rd party service provider; many third party email deployment services do not permit you to deploy purchased email. Inform yourself prior to purchasing email data."
We have reached out to the client in hopes of resolving matters directly and amicably.
Initial Consumer Rebuttal /* (2000, 8, 2015/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]
I am rejecting this response because: I'm not quite sure why we would reject the chargeback. What good would that do us???  You didn't consider resolving this issue before a charge back from our bank was initiated, so why would you now?  We've tried to reach out to you several times and each time we have been given the run around and nothing was resolved. As I stated before, there have been an overwhelming amount of complaints in regards to your company selling leads that don't exist. Your sales manager admitted to selling us leads that don't exist, and yet still your company could not resolve this.
Our company should have done its due diligence before purchasing over $3,000 of a product from you that didn't exist.  
 
Frankly we don't trust your company and we will continue to let everyone know of your poor business practices until you can sign an agreement admitting fault so we will not have to go back and forth with chargebacks. I think you should view some of the [redacted]s in regards to Exact Data and its business practices.  I will be doing a [redacted] soon as well, informing the public on what happened to us will hopefully shed light on our personal experience with your company.  
 
As I've stated from the beginning, if you'd like this to all go away you should contact us.  You will certainly lose more money than what we lost by not reaching out to us so we can resolve this matter.  Again all we ask is a letter from you stating that you will refund us for the $3,200+ that we spent with you.
Sincerely,
[redacted]

Upon further review, the client purchased a third party email  list of 5k records from Exact Data. The Terms and conditions clearly state:
 
Terms & Conditions
1. All sales are final. No refunds are permitted. Orders cancelled before fulfillment will be charged a 10% cancellation fee. Your order has been fulfilled with data owned by Exact Data or a third party supplier. Specific attributes are captured online, from surveys or modeled by Exact Data or by one of our suppliers.
 
If Client takes possession of email addresses, Client asserts familiarity with CAN-SPAM, and shall deploy email strictly according to same. Client agrees not to use the name "Exact Data" in its advertising, and Client acknowledges that Exact Data does not guaranty email delivery by Client or Client`s 3rd party service provider; many third party email deployment services do not permit you to deploy purchased email. Inform yourself prior to purchasing email data.
 
The client chose to use Get Response as a platform to deploy their email campaign. Get Response clearly states in their Terms and Conditions:
Please do not import any lists where you don’t have explicit permission from every subscriber. Such lists may include: purchased leads (even if they come with “claimed”opt-in information), so-called “safe lists”, list-washed, bought or purchased email addresses, rented lists, co-registration leads etc. Importing a non-compliant list is a violation of our ToS and may affect your account standing.
It would appear that the client is holding Exact Data responsible for issues that fall outside of our scope. We turned over a viable list of records. We also provided additional records at no extra charge to the client based on a bounce report provided by the client. With that being said we have provided the service the client purchased and approved.

Complaint: [redacted]
I am rejecting this response because:
It is full of half truths.  The charge-back request to my credit card company was denied not because they sided with Exact Data, but because they could not confirm my claim that the list did not meet contracted demographic conditions -- that would have required them to conduct an investigation. The fact remains that Exact Data did not deliver a product as contracted and, when I offered to work with them to accept an alternative (but lesser) list, their sales representative was unwilling to renegotiate the price.
Sincerely,
[redacted]

Good Morning,We have processed the refund for this customer and have also supplied the receipt for confirmation.  [redacted] will follow-up to confirm this was previously resolved here.No further action is warranted at this point.Thank you,Exact Data

Complaint: [redacted]
I am rejecting this response because:It is full of half truths.  The charge-back request to my credit card company was denied not because they sided with Exact Data, but because they could not confirm my claim that the list did not meet contracted demographic conditions -- that would have required them to conduct an investigation. The fact remains that Exact Data did not deliver a product as contracted and, when I offered to work with them to accept an alternative (but lesser) list, their sales representative was unwilling to renegotiate the price.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/02/24) */
We resolved this client's case prior to the Revdex.com case being submitted. The resolution was a mutually agreed upon refund. Please mark the case as Invalid.
Thanks,
[redacted]

While we understand the client is still not satisfied, our job is to ensure that the data provided to all clients falls in line with the agreed upon terms of the signed purchase order. In this instance, this was executed correctly. We have fulfilled our contractual obligation and have even offered to work with the client to resolve matters. Our offer was declined.

I have not accepted the offer from Exactdata because had their Marketing Consultant (Sales person) used a similar disclaimer when he sold me that list, I would not have purchased it.  in fact, it was just the opposite of what they are telling me.  He knew exactly how I was going to use the list.  I had even send him the landing page and video that was on it.  He and a Senior Marketing person looked at both and thought it was very clean and did not suggest any changes.  Now I am hearing from the individual responding to my complaint I should have never used the list for that purpose.  Exactdata has an internal disconnect in how they represent their product/service.  Therefore, I have no desire to have them run the email campaign again, particularly because now I am told that is not how it should be used.  I will only accept a refund of $1,500.  I have no interest in pursuing any further business with Exactdata.  That is why I am rejecting their offer.