Gables Wood Crossing

As an off-the-shelf software tool, there are limitations that the software can do based on the customer's use of the service However, we will review internally the sales process, and communication that is being made to prospect customers to ensure that proper expectations are made during the sales discussion

While
*** *** made various requests during its subscription term, Vocus routinely
addressed those concerns. While the
service may not have met *** ***’
very specific desires, the service functioned
as intended and warranted. Vocus
specifically disclaims any warranties of fitness for a customer’s specific purpose,
and it does not guarantee results per the subscription agreement terms. Additionally, *** *** received a
substantial discount when it signed up for the service
Vocus
has not breached any of the terms of the subscription agreement. Without an uncured material breach, a
customer would not receive a pro-rated refund of monies paidVocus has been responsive to *** ***’
needs, but there was no breach of the terms of the subscription agreementVocus
provided the service adequately throughout the subscription term. *** *** may not have gotten its desired
results in the marketplace, but Vocus believes it provided the service as it
was required to do and does not believe any contract breach has occurred. Therefore, it would not refund the amount
requestedThis information has already been provided to the Maryland Attorney General in response to *** ***' concerns.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: The first paragraph of the response is totally inaccurate. In fact both MrR*** and MrM*** informed both myself and *** *** that they could extend the contract only if we spend more money purchasing more press releases. I asked MrM*** how he would this if his he already said that his system would not allow him to extend the contract. He said If we spend more money he would be able to do this. They both were simply pushing us to purchase more. It was never made clear to us that we must use the press releases within month.
Regards,
*** ***

On November 9th, the charges for September, October and November were reversed back to the customer's credit card (see attached). No more charges will be issued to the credit card

*** disagrees with the customer's responseThe term within which the press releases has to be used was clearly stated within the order form and the terms reviewed and signed by the customer.Additionally, the offer from the account manager was a discount on additional services which our sales group thought might offset the cost of the unused releases for the customerIt was not carrying over the unused releasesRegardless, the customer was not interested in that offerTherefore, this is nothing more for *** to do here

Our PRWeb editorial and support managers spoke with Mr. [redacted] on 5/5/16 to work out a resolution for his issue. We had not received his prior emails but the information he provided to our editorial personnel when he did make contact alerted us to an issue with one of our web forms, and we...

were ultimately able to locate 1 prior email from him that had gone unreceived. And our form is currently being corrected. We offered to distribute his original press release, but Mr. [redacted] prefers a refund at this time rather than working on publishing the current content. We are issuing a refund, per our standard process. Additionally, we offered Mr. [redacted] 3 free press releases to be used at any time over the next year. We believe this issue has been resolved.

As an off-the-shelf software tool, there are limitations that the software can do based on the customer's use of the service.  However, we will review internally the sales process, and communication that is being made to prospect customers to ensure that proper expectations are made during the...

sales discussion.

[redacted] called into [redacted]'s salesperson Aaron R[redacted] on 9/15/16 asking for an extension to the contract that [redacted] signed on 9/30/15 ([redacted] was the signatory on the contract). Mr. R[redacted] told [redacted] that [redacted] would not provide an extension because it was an annual...

subscription, but if [redacted] made a new purchase that a generous discount would be provided. [redacted] said his CFO would be calling in and that [redacted] did not want to buy anything else. [redacted] from [redacted] called Mr. R[redacted] and reiterated [redacted]’s prior request. Mr. R[redacted] provided the same response. [redacted] became upset and demanded to speak to Mr. R[redacted]’s supervisor. Mr. R[redacted] gave [redacted] the contact information for his supervisor, Cory M[redacted]. [redacted] and Mr. M[redacted] spoke, and [redacted] went through the same conversation that he had with Mr. R[redacted] with Mr. M[redacted] delivering the same message regarding [redacted]’s annual subscriptions. [redacted] became angry and demanded to speak to Mr. M[redacted]’s supervisor. Mr. M[redacted] did not provide that individual’s name or contact information. [redacted] then threatened to take action against [redacted] by speaking negatively about the service/company in the news and social media as well as calling the Revdex.com. Ultimately, [redacted] hung up on Mr. M[redacted].Attached is a copy of the contract that [redacted] signed on behalf of [redacted]. It clearly states the duration of the service term as 12 months. The contract also clearly states that such term starts on the date of the customer's signature which, in this case, was 9/30/15. Furthermore, section 9 of the terms referenced on the contract signed by [redacted] states the term of services and says specifically that "All services must be used (for news releases "used" shall mean distributed) prior to the end of such Cover Page's subscription term."The terms for our annual subscription-model business are very clear. Our business model does not allow for roll-over or usage outside the subscription term.Please note that Vocus, Inc. (the original party to the contract) merged into its affiliate [redacted] US Inc. on 1/1/16 and that is why I reference [redacted] in the above explanation.