Intelligent Networks Corporation

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

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. I appreciate the comments from Mr. H [redacted] . What the company failed to provide was recordings of the initial calls. In these calls, the representative wanted to verify our Google Listing and asked to speak to the person in charge of listings. The representative was told by Ms. [redacted] that it was me, given my name and left message. These messages were unanswered as are the many calls for directory and Google listings from providers who we do not do business with. After the initial call, there were multiple follow up calls, all ending in the same manner, until the final recorded call which was deceptive. The final call which was in the attached recording, implied that we were already doing business together – which were are not – and again verifying our company name and website. The agent then asked were to send an invoice to, -AGAIN falsely indicating that we have been doing business in the past. Finally, very quietly and quickly, a fee is mentioned alluding to an invoice that was already approved. No discussion of what was being purchased took place. NONE of the calls provide a description of the service, a proposal, cost information, nor contact with the owner who can make a purchase. I did contact the office after I filed the BBB complaint where I explained the situation and told them that I believed their practices were fraudulent. I requested that the invoice be refunded and was told that since we filed a BBB and a complaint with the Ohio Attorney General’s office the company was unwilling to make any adjustments. I would like to add, that none of the conversations have actually described the service that was allegedly purchased or if the service was actually delivered. I doubt that any work regarding listings could be performed as we already have a Google Authorized provider, and SEO provider and our listing work is performed via [redacted] . I suspect that their model would not perform work until after payment is collected and as a result the company should be more than willing to terminate the invoice. This company has created practices and procedures to confuse the employees of small businesses. They hide behind deception and then deploy technology to try to enforce the sales practice. These policies and procedures have resulted in C- rating on the BBB and a current FRAUD ALERT on this company along with 15 BBB complaints in the last 12 months. The BBB has found a pattern of complaints exist concerning consumers complaining about being contacted via telephone by an associate of Intelligent Networks Corporation leading the consumer to believe they have already signed up for advertising and now owe money to Intelligent Networks Corporation for advertising. Consumers have also advised BBB that they do not have a clear understanding of what exactly Intelligent Networks Corporation offers to their business in the form of advertising. This company warrants an investigation as they are deceptive and lack in an ethical code of conduct. We have made our request to Mrs. Lisa A [redacted] on 10-22 to terminate the invoice and that request was denied. We do not accept Mr. H [redacted] resolution and want to further emphasize our complaint with the BBB. Regards, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowThis was a phishing phone call You did not even attach the entire phone call When you called us, I asked to play the entire phone call back and you stated that you could not do that and only had a portion of the phone call recorded You lead [redacted] to believe that you already had us a a client and were using the same key words, and when he asked what they were, you told him what you had previously had on file, which we have never listed with youWhen we called you to see what the bill was for, because we have no idea what your business even does, we explained to you that [redacted] works in our shipping department I believe this is fault of both employees Regards, [redacted]

We are in receipt complaint ID [redacted] and have taken the time to review the clients file in detail.This account was initiated on June 9th, by the owner of [redacted] , [redacted] The account hasbeen in good standing since that time and governed by our terms and conditions as noted on our invoicing and found atintelligent-networks.com/terms.I am sorry that there appears to be confusion on this account however we have never received any notification that theclient wished to cancel their servicesPer our terms and conditions services automatically renew to ensure there is nointerruption of services for clientsIf Mr [redacted] no longer wishes to receive services he simply needs to follow proceduresas outlined in our terms and conditions.Mr [redacted] has been a valued customer for almost three years at this point with no issues that I can find anywhere in theclients fileAs I understand that the individual filing the complaint appears to be a family member, I am including a copy ofthe original order confirmation process so that Ms [redacted] can see that the order was in fact placed and agreed to in goodfaith.Again I apologize if there is confusion regarding this file but I believe that you are confusing us with another businessIf Mr [redacted] no longer wishes to use our services, please have him contact our offices and we will be happy to help him.Warm Regards,Jonathan [redacted] VP CORPORATE AFFAIRS

I am not sure exactly how a legitimate offer of service that was accepted by someone who claimed to be authorized to order would be considered a Phishing callWe clearly identified ourselves to Mr ***, clearly confirmed the service being ordered, and clearly disclosed pricing terms and invoice amountsI can appreciate that Mrs *** may have been unaware of her employee ordering the service at the time, but it is unfair to blame our company for that decisionDuring the third party recorded verification procedure, we specifically asked if he was authorized to order for the company and he did state that he wasWhy would your employee authorize an order if he had never ordered anything prior? At some point he must have ordered other products or services to claim that he wasPlease keep in mind that no company posts publicly who exactly is authorized to purchaseThe only way to determine who we should be speaking with is to ask which in this case we didOur sales representatives contact prospective clients and ask to speak with the individual in charge of online advertisingThe sales representative offers the online business listing with complimentary SEO for the linkThey clearly go over various options including terms and ROIOnly once there is an agreement to order the service does the call get transferred to a third party for order verificationThis is to not only ensure that there are no errors for editorial and billing, but also to ensure that the individual in question understands that an order is being placedWe begin work the following day which is why Mr *** was contacted regarding additional keywords and logo inclusion to help put the company’s best foot forwardThrough this correspondence there was no mention from the client that he was not authorized to have ordered the serviceWe do understand that there are times when an employee who is authorized to order for the company, orders a service that other members of the management team feel was unnecessaryWe do work with those companies regarding pricing and in 95% of the cases those clients actually choose to renew the service at the end of their term as they find that the decision turned out to be beneficial for their companyWe have been very clear from our initial contact with your employee, to our responses to the complaint filedThe fact remains that Mr *** claimed to be authorized to order the service and was an active participant in the fulfillment of his orderPlease understand that we have incurred costs as the result of your employee falsely claiming to be able to orderThere was no misleading, deception, or anything of its kind on our partWe asked a clear question through the order confirmation if he was authorized to order the service for your companyIf he is truly not authorized to order, then I would be concerned as to what other products or services which may be much more expensive may be on its wayWe are certain that we can find a solution that the client will not only be satisfied with, but will help generate more business for themPlease contact our offices at your earliest convenience and a member of our client care team will be more than happy to helpWarm regards, Jonathan *** VP CORPORATE AFFAIRS

We are in receipt complaint ID *** and have taken the time to review the clients file in detailFor the sake of clarity, below if the account history and recorded call information that I have reviewedThe order was placed by *** *** who identified herself as the manager of ***
*** * *** on May 26th, The client spoke with our representative from Business Development and once the order was agreed upon, went through the third party recorded order confirmation process to ensure no errors, and that the client understood both pricing and payment termsDuring the third party order verification, we clearly stated we were Intelligent Networks, clearly defined the purchase was for a business listing and that the call was for order confirmationCategory and additional information was confirmed with the clientFollowing the sale automated email reminders were sent out to the client at *** per the clients’ requestMultiple promises to pay were made during 2016, so our agents attempted to find payment options that would work for themFinally in October of we were informed they would not be paying and the file was sent for further handling with IC SystemWe’d like to help the client find a solutionPlease find the attached recorded order verification for the clients’ review and Revdex.com’s filesWhen Ms *** has time she can reach out to our offices at *** *** *** and we’ll try to help Warm Regards, Jonathan *** VP CORPORATE AFFAIRS

We are in receipt of the customer complaint dated January 21st, 2016, from *** *** Inc. The order in question was placed on December 17th, by the owner of the business *** ***After reviewing the recorded order verification, it is clear that the owner understood the
services being ordered, terms and pricingIn fact, when the client was offered a 10% discount promotion, he clearly stated that he didn’t have his credit card available for payment at that moment and asked for an invoice to be sent so he could call back and pay immediatelyA copy of the recorded verification is available for the Revdex.com as validation. On January 8th, 2016, a member of Client Care contacted the owner and asked for additional keywords and logo for the online advertising and SEO serviceOn January 19th, our offices were contacted by the individual filing this complaintWe provided proof services were duly authorized and were asked to send an additional copy of the invoice to david@shekinah***.comWe were informed that once received that it would be taken care ofWe are now in receipt of this complaintWe have been unable to contact Mr *** and he has not returned our calls regarding an order he placedShould Mr *** have any issue with his order, why has he not contacted our offices? At this point we request that Mr *** contact our offices to go over the order he placed in what we assumed was good faithWe are certain that we can come to an amicable solutionPlease be advised that filing complaints to the Revdex.com in an attempt to avoid payment on a duly authorized order, damages not just our company, but also the reputation of *** *** Inc with its vendors.If the client requires anything further or any additional clarification, they may contact our officesWarm regards, Jonathan H*** VP CORPORATE AFFAIRS

We are in receipt complaint ID *** and have taken the time to review the clients file in detailFor the sake of clarity, below if the account history and recorded call information that I have reviewedThe order was placed by *** *** who did identify herself as the Business Manager for
*** *** on December 7th, The client spoke with our representative from Business Development and once the order was agreed upon, went through the third party recorded order confirmation process to ensure no errors, and that the client understood both pricing and payment termsDuring both the sales call and the recorded order verification we clearly identified ourselves as Intelligent NetworksEmail order confirmations, completed work reminders and invoice reminders were sent to *** all of which show read receipts on our systems and again also identify our company as Intelligent Networks and included links to the advertising site used to promote *** ***A member of our client care team contacted Ms *** on December 16th, for additional keywords and logo inclusion for the advertising to help put the clients best foot forwardThe follow up email to this conversation included a complete description of the advertising as well as a link to the actual listing itselfWe received an email from the client on December 19th, stating that she did not believe she wanted to move forward with the listingOur client care representative explained that once the order was placed we begin work immediately per her request which was also clearly stated on the order verificationWe also confirmed with the client that she did receive the order confirmation on December 7th, and the work completed email on December 11th, Our cancellation policy is clearly stated on our website and a link to all terms and conditions are clearly marked on all invoices and remindersI am providing a copy of the recorded order verification for the Revdex.com’s files showing a clear meeting of the mindsThe client was clearly advised invoice amounts and terms at the time the order was placedUnfortunately, we had already completed the work requested when the client advised us that she had changed her mindWe are more than willing to find a solution for the client and I am hopeful that we can find a solution that works for the client and doesn’t violate our Terms of ServiceJonathan *** VP CORPORATE AFFAIRS

In regards to the clarification request for complaint ID ***, yes it means voiding his invoice and closing his advertising completely. All services already rendered will be deleted. There will be error response pages "No such page" when the links are clicked in ***, ***, and *** until such time as the ***'s update their rankings. This process is not in our control as they update on their own schedules. If you need any further, please don't hesitate to ask. Thanks in advance Janet S*** Intelligent Networks Corporation Corporate Communications (Northeastern Operations)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I will repeat again, we need to hear the recording from the very beginningI am not sure why you fail to provide thatNot surprising as all of your other complaints say the sameMr*** again felt like he already had the services and he obviously didn't we have been trying to cancel but it was not until January that they mentioned the terms and conditionsWhich actually says your company can change at anytime
Regards,
*** ***

We are in receipt of the customer complaint dated October 16th, We are at a loss to explain how our customer service team failed this clientThis client’s account was initiated through our business development department on August 17th, 2015. The order in question, was purchased by the
Office Manager of the location *** *** for *** ***. We had been attempting to contact the client regarding the outstanding invoiceWe were able to contact the client on September 21st and discussed the outstanding amount with the individual who ordered the service and were subsequently asked to email a copy of the outstanding invoice to ***After repeated attempts to contact the location and no return to our voicemails, a second discussion occurred on October 15th, where Mr *** disputed that an order was ever placedWe offered to validate the order with him and produce the order verificationWe are now in receipt of this complaint. For the record, we clearly identified ourselves as Intelligent Networks CorporationThe client also agreed to the invoice amount and payment termsAt no point in time did the individual in question inform us they had no authority to order for the companyNot at the time of order, or on September 21st when we were asked to email a copy of the invoice to accountingA copy of the order verification is being provided to the Revdex.com and we are asking that the Bureau review this complaint to be marked as invalid. Our Client Care team is more than willing to help resolve this account with the clientWe ask that he contact our offices at his earliest convenience. If the client has any additional concerns regarding this matter, we would be more than happy to learn from their experience. We hope the client accepts our apology for any inconvenience. Warm regards, Jonathan H*** VP CORPORATE AFFAIRS

We are in receipt of the customer complaint dated September 18th, We are at a loss as to why this client filed a complaint against our business and are requesting that the Revdex.com review this complaintThis account has been closed off in our system since August 13th,
following a discussion with their Business office Manager *where we were informed that * had no authority to order for the companyWe mutually agreed to close the file at that timeWe go to great lengths for our clients and try to differentiate ourselves from our competitorsIf the client has any additional concerns regarding this matter, we would be more than happy to learn from their experience. Warm regards, Jonathan H

We are in receipt complaint ID *** and have taken the time to review the clients file in detailI am not sure that I understand the complaintThe client claims that the individual placing the order was not informed of pricing but I have reviewed the recorded order verification and pricing and
payment terms are clearly agreed toIf the Office Manager overstepped her authority, I am uncertain as to why we are having a complaint filed against our companyThat would appear to be an internal matter within her company to ensure employees understand what they can and cannot doIt does not negate the fact that an order was placed in good faith or that work has been completed per the request of the clientIn order to help Mrs *** and clarify the exact sequence of events, I am providing a timeline summary as follows: The order was placed by *** ***, the Office Manager for the *** *** *** on April 5th, and an order confirmation email was sent out same dayA follow up “Ad is Live” email was also sent on April 11th, once work was completedAll email reminders were sent to *** and each email reminder has a copy of the invoice attached with a link to our terms and conditionsOn April 11th , 2016, Mrs *** was contacted by client care regarding additional keywords and logo inclusion for the ordered advertisingOn April 12th , 2016, the client emailed a copy of the company logo and the additional keywords she wanted us to focus on for the companyOn April 14th , 2016, a link to the clients updated advertising was sent to make sure the client was happy with the way the ad appearedOn April 20th, our client care team followed up by phone with the client to see if there was anything further we could do for herWe were informed she was happy with the work and Client Care asked about the status of payment of the invoiceMrs *** asked for another copy to be emailed to her so she could get it paidSubsequent to the above timeline, the client notes show that we received a call from Mrs *** claiming that she should not have to pay for a service her employee ordered without asking herI would note that Client Care attempted to find a solution that would respect our TOS and the costs incurred as a result of her employee but despite our best efforts, we are now in receipt of this complaintAs you can see from the summary above, Mrs *** clearly ordered the service in good faith and we provided the service exactly as orderedWhile I do sympathize with Mrs *** if her Office Manager is truly not authorized to order for her company, it does not negate the fact that the order was placed and we incurred costs as a resultI am certain we can find a solution that works for the client and doesn’t violate our Terms of Service, and I invite Mrs *** to contact our offices at her earliest convenienceI am including a copy of the recorded order verification for the Revdex.com’s files so that there is no further confusion regarding the placement of the orderWarm regards, Jonathan *** VP CORPORATE AFFAIRS

Dear ***, We are in receipt of the response from the client regarding complaint ID ***In the initial complaint the client claimed that he never ordered the service or agreed to invoice amountsWe have provided a copy of the third party recorded order verification clearly showing not only a clear understanding of the order being placed, but a clear conversation regarding payment timing of the invoice in order to ensure the promotional credit card discount would be taken advantage ofWe are at a loss as to how the client feels they never agreed to pay for the services given the recorded agreement in placeIn addition, I find it hard to believe that people order services that they do not want or needOur service has a 7-multiple for ROI so most businesses are very happy with the return on investment over the term of their serviceI am sorry that you have not allowed us the opportunity to show you the value of the services you orderedRegarding the complaints against our company posted on the Revdex.com site, I am sure you would agree that the way the business handles complaints is often more important than the complaint itselfEach complaint against our business has been closed as resolvedWe remain willing to help the client however it does take both partiesI encourage the client to reach out to our offices at her earliest convenience so our team can try and help resolve this fileWarm Regards, Jonathan *** VP CORPORATE AFFAIRS

I am not sure that I am understanding the clients’ responseIf *** has the authority to make marketing decisions for the store as stated in the client response, then why is there an issue with her ordering services? The fact that Ms *** opted to not pay immediately for services by credit card and choose to instead be invoiced for services is entirely within a clients’ discretionThere are a multitude of reasons that a client may not choose to save money by paying by credit cardThe card may not have an available balance based on upcoming transactions or monthly purchasing limitsIt is not our place to question why a client chooses to pay one way or notIn our initial response, we also clearly explained that the order verification was done by a third party and done in accordance with FTC regulationsThis process is an order confirmation and is separate from the sales process and is to ensure that there are not only no errors in the information to be advertised, but also to ensure that the client clearly understands the invoice amount and invoicing termsPlease understand that the order was originally placed on May 11th, and that follow up client care calls to help clients enhance their advertising to maximize benefit is solely for the benefit of our clientsThere is no obligation for a client to provide additional information unless they wish to specialize and fine tune their advertisingIn this case, multiple voicemails were not returned until over days later after numerous invoice reminders had already been sent to ***It was only on June 13th, that we were advised that Ms *** didn’t have the authority to order advertising which, according to your most recent response, she didWe have been more than willing to find a solution for the client over these last five (5) monthsI am hopeful that we can find a solution that works for the client and doesn’t violate our Terms of ServiceJonathan *** VP CORPORATE AFFAIRS

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Mr *** states, again, he did not discuss a purchase with the initial call, and was deceptively forwarded to the order processing person Again, Mr *** wants to hear the conversation with the initial caller from INC about the services to be rendered and this will clearly demonstrate he did not order any services Mr *** does not remember a phone call on Friday, January 8th about the information and did not provide and other data to anybody at INC I am sure that if honesty were not an issue in this matter there would not be other such complaints about INC with the Revdex.com; however, there are no such complaints about *** ***'s business relations This has transpired long enough and perhaps the New York Attorney General could be involved to resolved this issueRegards, *** ***

We are in receipt of the clients’ response to complaint ID ***I am sorry you feel that the offer for services was unclear, however the recorded order verification clearly asks if a purchase order number is required for the invoice, covers the invoice amount and offers a discount for credit card paymentIt is hard to understand how a client would be confused that there was a fee for services to be renderedWith respect to our after sales service, when the agent contacted your office, the Office Manager clearly stated that she would handle the follas you were occupied with other mattersIt was only after the invoice was past due that we were informed that you did not recall ordering the serviceI’m certain you will agree that not recalling ordering does not negate the fact that an order was placedIt is only after providing proof services were duly authorized that we were informed it was not a service you wished to haveUnfortunately by that point services were already renderedEmail confirmations, work is complete, and invoice reminders were all sent to the email address provided at the time of sale ***Our email reminder system has read-receipts and they do show they were opened client side so I am uncertain why you are stating differentlyIf this is simply a case of having changed your mind regarding the service then a conversation regarding costs incurred should have taken place and I’m certain a reasonable arrangement that would have been satisfactory to both parties would have occurredFiling a complaint unfortunately doesn’t change the fact that services were duly authorized in what we assumed was good faith and rendered in kindI again am sorry that the file has gotten to this point, but I am also certain we can find a solution that works for the client and doesn’t violate our Terms of Service, and I invite the client to contact our offices at his earliest convenienceWarm regards, Jonathan *** VP CORPORATE AFFAIR

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Yes, we are denying any order of any service at all and any service being provided to usWe wish to have no further communication with the company, as they use indirect questioning that they claim is confirming the charges for their claimed servicesWe ask that they cease all service being provided for our company as we never accepted to do business with themWe will accept no other resolution other than them dropping the invoice they claim we need to pay and cease communication with us. Regards,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The recording attached is absolutely misleadingIn the recording, my employee *** never agreed to this purchase, nor stated that she has purchasing authority (because she didn't approve anything and is not authorized to purchase anything for my studio)The representative was completely out of line by making this order sound like it was already approved*** provided my (the owner's) email address, obviously thinking that everything would have to be approved by meShe again never "approved" anything and told the rep that everything needed to be sent to me. Regards,*** ***

We are in receipt complaint ID *** and have taken the time to review the clients file in detailFor the sake of clarity, below if the account history and recorded call information that I have reviewedThe order was placed by *** ***, the head office manager for *** *** *** on February
8th, The client spoke with our representative from Business Development and once the order was agreed upon, went through the third party recorded order confirmation process to ensure no errors, and that the client understood both pricing and payment termsAutomated email reminders were sent out to the client at *** given at the time of sale on the following schedule: February 8th, (Order Confirmation), February 12th, (!st Reminder Current Invoice), February 28th, (Coming Due Reminder), March 4th, (Past Due Reminder)A member of our client care team attempted to follow up with the client for additional keywords and logo inclusion on multiple occasions and finally did on February 23rd, After initially claiming that an ex-employee had ordered the service and was no longer there, we were informed by Mr ***’s father that *** had overstepped his authority and should not have orderedWe opened up a ticket in our system and followed established protocol when such instances ariseWhen we contacted back the location to offer possible solutions, the file necessitated being escalated to a supervisor which resulted in an agreement to cover costs incurredAccording to the notes and calls that I reviewed, the client decided not to honor the agreement and was advised that the file would eventually be transferred to a third party for further handlingThere were no threats or scare tactics ever employed by our companyUnfortunately, if an invoice is past due, our terms clearly described on the invoice specify when late fees and interest begin to accumulatePlease be advised that all client care calls are recorded and can be provided if neededWe are also including a copy of the third party recorded order verification clearly showing that *** *** was aware he was ordering services with our company and clearly aware of invoice amounts and termsWe unfortunately incurred costs as a result of the above actionsWe offered the client a fair and reasonable solution to resolve the issue while respecting the fact that we incurred costs as a result of the order being placedWe remain willing to help the client however it does take both partiesI encourage the client to reach out to our offices at his earliest convenienceWarm Regards, Jonathan *** VP CORPORATE AFFAIRS