Harms Software, Inc.

Our company is making every effort to solve any issues Ms*** is having. Currently, she is in direct contact with one of our Senior Business Support employees who is working with her to help resolve her computer issues. Although, it has been explained to her multiple times,
that her computer issues are internal networking problems that she is experiencing in her own establishment, we will continue to help her work through these issues to the best of our abilities. Currently, we see no issues with our software. Our company develops and sells software. We do no provide external IT support. It has also been explained to Ms*** that she may have to hire a Networking professional to solve her issues. However, we will continue to work with her as best we can. Also, since she did experience unusually long hold times, we will credit her account one month's charge of $

This customer's issue has been been resolved The issue was caused due to the client entering improper dataShe was given some services free of charge that are normally charged to correct the issue She continues call our support department and speaks them in an unprofessional manner
Our support department continues to assist her to help resolve her issuesMost of her issues are caused by her own improper database configurationThis client is most difficult to please

Review: We purchased [redacted] in August 2014. We've had MANY issues from Day 1. I've called multiple times to resolve these issues and nothing has been fixed. We are losing business because our customers call and our software is frozen so we can't do anything to help them. This morning, we didn't have any travelers or access to the software, so we were completely in the dark about which clients were coming in for which services. I am sick of dealing with this and it never getting fixed. It's negatively impacting our business.Desired Settlement: I would like to cancel our service and not be penalized.

Business

Response:

[redacted] entered into a 1 year contract with our company on 7/31/2014. We have been working with [redacted] on an ongoing basis in reference to their technical issues. We have helped determine that repairs to their computer by outside technicians did create recent issue they were having with our software. We are continuing to work with them to come to a resolution with their issues. As our representatives have explained to them, if we find that our software specifically is causing these issues, we would at that time release them from their 1 year contract.

Consumer

Response:

I am rejecting this response because:

As we've explained to [redacted], we didn't have any issues with our computers until we installed their software and we didn't purchase outside support until 1/29/15, but we were having issues with the software long before that. While we appreciate [redacted] finally working to resolve our issues, we are curious to know why it has taken so long for them to take our problems seriously, given the numerous times we've called and chatted with tech support. Furthermore, we feel that if Harms truly cared about their customers' businesses succeeding, they wouldn't force them to continue to use a program that is interfering with their revenue. We're not asking for compensation for lost business, just that if we can't come to a resolution that actually works for us long-term, we would like to be released from our contract.

Business

Response:

[redacted] has been working with [redacted] since they became our client. All phone calls with clients are documented. I have attached a 7 page call log. We are continuing to work with them to come to a resolution. As you can see, calls were made up to current day with offers to help or come to some kind of resolve. Again, as stated in the previous answer, if a resolution can not be reached, we would be willing to release them from their contract.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Review: Morgan Marchese,

I'm not being able to send text message marketing and the problem is not with Upside Wireless, because I have already verified with them, its a problem again with Harms form letters.

I tried to reach you right now and was told by the secretary that you are not available for the rest of the day. I really need these issues fixed and have been waiting patiently for the "appointment confirmation" issue to be resolved, I'm starting to feel frustrated with your company and its lack of following through with its promises.

You told me a couple weeks ago that you were just waiting for your senior technician to come back from vacation in order to figure out away in how you could remove the birthday years that had dates in the future, but not the entire birthday month/date since I told you that I still want to be able to send birthday specials to those clients. I have not heard back from you on that and still waiting to see when my customer are going to be able to start receiving their appointment confirmation text/email a day prior. "Desired Settlement: I need the marketing form letter fixed once and for all so I'm able to send text/email marketing and also so I can sent customer appointment confirmation a day prior.

Business

Response:

This customer's issue has been been resolved. The issue was caused due to the client entering improper data. She was given some services free of charge that are normally charged to correct the issue. She continues call our support department and speaks them in an unprofessional manner. Our support department continues to assist her to help resolve her issues. Most of her issues are caused by her own improper database configuration. This client is most difficult to please.

Review: It's not a networking issue, it's [redacted] install on a new computer that was not done correctly by your technician!! I'm being charged $100+ for VIP customer support every month, but when I call to get support I'm made to hold 30+ minutes, without any consideration that I have a business to run, when a technician finally pickups the line, no apologies are provided for the long hold time, plus his not properly trained on installing [redacted] on a new computer so I just wasted 30+ minutes to speak with a technician who doesn't know what he is doing!! Then to top it off, when I send an email to the manager, [redacted], to make him aware of the poor customer service I'm getting with my VIP support package, my email are ignored for two days! I had to resend the email to the manager, only to receive a reply back blaming me, the client! Your company doesn't want to take responsibility for the long hold time and that you're putting technicians to answer calls that are not properly trained! Instead of taking responsibility and fixing the issue, you argue and lying to the client and saying "It's a networking issue".. It's not a networking issue, it's a install of [redacted] software on a brand new computer. At the end of the day providing bad customer service, arguing with a good paying customer (instead of doing your job and fixing the issue) is only going to serve to hurt your business reputation! I will be placing a complaint with Revdex.com and Attorney General Office. I have copies of all my communication with you [redacted], and also recorded conversation to prove that I'm telling the truth.Desired Settlement: I need [redacted] to be installed correctly in the new computer by [redacted]

Business

Response:

Our company is making every effort to solve any issues Ms. [redacted] is having. Currently, she is in direct contact with one of our Senior Business Support employees who is working with her to help resolve her computer issues. Although, it has been explained to her multiple times, that her computer issues are internal networking problems that she is experiencing in her own establishment, we will continue to help her work through these issues to the best of our abilities. Currently, we see no issues with our software. Our company develops and sells software. We do no provide external IT support. It has also been explained to Ms. [redacted] that she may have to hire a Networking professional to solve her issues. However, we will continue to work with her as best we can. Also, since she did experience unusually long hold times, we will credit her account one month's charge of $89.

Review: I signed up for Meevo before I really got to try it out or understand the set up process. The salesman assured me I'd see everything during their "training". I should've known they were shady from there, but as they kept reminding me, they're the "best in the business", so I assumed it would be fine.

I ordered the special credit card swiper and smart cash drawer to go with the system. Angela from accounting was very nice (actually, every woman I spoke to was perfectly nice there. The men were another story)

So I watch all of these videos, but there were no written instructions on what to do. And everything was set up for a giant spa, I spent hours deleting services we don't even offer before I could even start anything. It was a total headache.

I called many times and received a live human MAYBE 1/10 times I called, even making sure I called during their east coast working hours. Every time I finally got ahold of them, they defensively said they were on a "scheduled" aka more important call than mine.

Finally I decided this company only cared about big spas, did not want my business, and was not worth the hassle of trying to set up. And I'm sure as hell not paying my staff to sit through hours of training videos just to book a client ffs.

I called and asked to return the unopened products. I emailed and spoke to many people, exempt apparently the one I needed to speak to, [redacted], was always conveniently always on a "scheduled" call (even though the receptionist told me he was out of the office).

It took two weeks of me spending every free moment trying to get ahold of them before "[redacted]" finally admitted they were not going to let me return the products. WHY DIDN'T YOU JUST LET THE RECEPTIONIST TELL ME THAT?Desired Settlement: I deserve and apology and a refund from this company. People I trust and respect seem to think they are not horrible, so maybe they're great 99% of the time and I'm the lucky 1% or whatever, but they were seriously all rude to me (again, the girls were cool. I wonder if it sucks for them to have to work with those dudebros).

Also, STOP SENDING ME SPAM. I was thinking about letting this go and trying to resell the products, but after all the spam I decided I couldn't encourage some poor other owner to be stuck with these people.

Business

Response:

Repeated attempt to contact this customer have not been successful. [redacted] Wagner attempted to call customer on the following dates: Email on 2/24 and 3/9 voicemail on 2/26,3/5,3/9. Customer did email back on 3/10 and expressed her desire to cancel. Customer Service was given her number and left voicemail on 3/10 at both the business and cell phone. Customer has not responded to those calls. We are more than willing to accommodate this customer with her requests however if we can not speak to her, we can not resolve the issue. Customer needs to call Lisa Saladino in Customer Service and we can resolve her issue post haste.