Intelligent Networks Corporation

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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

We are in receipt of the Clients’ response for complaint ID ***I do appreciate the level of frustration that the client has with respect to the current situationI also do take you at your word that Mr *** is not authorized to make any purchasing decisions for your companyUnfortunately, it does not change the fact that he did order and authorize services to be rendered which resulted in our company incurring costsI do not understand how an employee with no purchasing authority would order and agree to a service with an invoice amount due on receiptAs you stated in your response, he doesn’t have any purchasing authority so this situation should never have occurred had he followed company proceduresTo be clear, there was no mention of renewal at any time during the sales call or the recorded order verificationThe recording clearly describes the listing being ordered and confirms all information to be listed along with clear pricing and payment termsWhat we are left with, is an employee who overstepped their authority and one company that incurred costs as a resultWe are more than willing to help the client find a solution and again invite her to contact our offices at her earliest convenienceWarm regards, Jonathan *** VP CORPORATE AFFAIRS

We are in receipt of the customer complaint dated October 29th, We are at a loss to explain why the client chose to file a complaint against our businessThe order in question was placed by Mr ***, the Box Office Manager, on September 24th, On October 26th, our accounts
receivable team contacted the location to determine the status of payment for the accountA member of our client care team was informed that Mr *** had concerns that the price terms were not disclosed during the order verification processThe file was escalated following our standard policies and procedures and the order verification was reviewed by our quality assurance departmentIt was determined that pricing terms were clearly dislosed to the clientAs the account was past due, and in the interest of finding a reasonable accommodation for the file, we offered to provide the contracted services at our cost.During a further discussion with Ms *** on October 29th, we were informed that Mr *** had no authority to order the services for the *** Theatre CompanyIt was on the basis of this declaration that an approval to cancel the advertising order was made the same day. There is clearly some confusion with respect to this fileMultiple questions remain with respect to Mr ***’s employment status with *** Theatre Company and his ability to order services for the companyWe would like to know how an employee who is unauthorized to make purchases would be able make a purchase that he thought was pre-authorized? For the record, we clearly identified ourselves as Intelligent Networks Corporation in all contacts and invoicing with *** Theatre CompanyThe Yellowpages confusion may stem from the fact that the Revdex.com has our firm listed under the category of “Yellow Page Advertising” which while being an actual business classification, is our direct competitor. The file was closed on October 29th, and the client was informed of this fact prior to the filing of this complaintWe are not certain what more we can do for the client to resolve this complaint as it appears the client misrepresented Mr ***’s employment status in order to have the account cancelled at no costWe are asking the Revdex.com to review this complaint to be marked as invalid. 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 Higgston 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 reviewedI can understand the clients’ concern regarding the invoice she received, but I can assure
her that we do not invoice for services that have not been approved and authorized as we have no interest incurring costs and rendering service without approvalThe order was placed on February 8th, by *** who claimed to be authorized to order the services for the companyOnce the order was placed, the client then went through a third party recorded order confirmation process to ensure there were no errors, and that the client understood both pricing and payment termsA confirmation email was sent and an additional “Ad is Live” email was also sent on February 13th, to *** confirming that works had been completed as requestedWe are including a copy of the recorded order verification for the Revdex.com’s filesIt shows that there was a clear understanding on the part of the client as to what was being ordered, pricing, and invoice termsIf there was a problem with the order or the client had simply forgotten the order was placed, then allowing our client care team to help may have been a more appropriate reaction instead of filing a complaintAt this point in time, the work has been completed with respect to the agreement in placeIf there is still an issue regarding this account a member of our team will be more than happy to helpI am certain we can find a solution that works for the client and doesn’t violate our Terms of Service, and the client to contact our offices at her earliest convenienceWarm regards, Jonathan *** VP CORPORATE AFFAIRS

We are in receipt of the customer complaint (ID ***)It is unfortunate that the client has chosen to file this complaint as we will require contacting their legal department now for defamationFor the official record on this accountThe service was ordered by *** ***, the Store Manager
for *** *** ***A copy of the invoice was requested to be mailed out on January 4th, per the clients’ requestOn January 20th, a member of our client care team contacted the client regarding additional keywords and logo addition to her advertisingWe were informed at that time that she had spoken to their corporate office and that they felt that the advertising wasn’t necessary at this timeWe explained to the client that at the time of order, work would commence immediately and that the invoice would be due on receipt. The client then claimed that she was never informed of a price at the time of orderA copy of the third party recorded order verification was requested and the client was contacted back so that she could hear the entire recordingOn February 5th, 2016, the client refused to listen to the recording and informed us that that she was not authorized to order on behalf of the companyThis despite claiming to be at the time of orderShe further stated that she would quit her job if she had to.As a result of this disclosure, we opened a ticket on our side to see if we could accommodate the clients request to cancel as we did not want them to lose their job as a result of them over-stepping their authorityWe are now in receipt of this complaint one day laterTo be clear, there was never any mention of yellow pages during the sales call or the recorded order verificationThere was also no mention of any customer concern mentioned in the complaint at any time during her conversation with our client care agent or the accounts receivable agent the client was speaking withThe customers’ own resolution request clearly states that she is not authorized to order for the company, which begs the question as to how the company would authorize the filing of this complaintAt this point we are not left with any reasonable solution for the clientThis correspondence and the original recorded authorization and file notes will be forwarded to the legal department of *** *** *** as they ultimately are responsible for the actions of their employeesShould this complaint not be removed against our business by Ms ***, then we are certain that *** *** *** will have it removed as it is clear defamation. We are sorry that the client could not wait for our client care team to do their job as the invoice was well on its way to being cancelledUnfortunately, filing a knowingly complaint is defamation and opens *** *** *** to considerably more legal costs than any advertising invoice. Warm regards, Jonathan Higgston VP CORPORATE AFFAIRS

APRIL 4, 2016Re: ID ***Revdex.com, *** *** *** *** *** *** ***Dear ***,We are in receipt of the customer concern identified as ID ***I have taken the time to review the clients file in detail, and also determine what work was actually completed for the client
As a result of this review I’ve included the following summary of activity with, and for the client.The order was placed on January 12th, by Mr *** ***, the President of *** *** *** ***At the time the order was placed, the client was clearly aware that the order was for online advertising servicesThe client was explained that we list his business online and provide search engine optimization services based on keywords to help the client get to the first pages of the major search enginesOn January 17th, a client care representative contacted the client back for additional keywords and logo for his advertising to add value to the service and help put his company’s best foot forwardThe client was not sure if he would be able to pay for the service at that timeOur client care representative re-explained the service to the client and that work had been started per his requestThe agent offered a discount on the ordered services, and resent the email for keywords and logo inclusion.The client called back a second time on February 2nd, and stated that while he knows he ordered the service, that “they” did not want to payThe client care representative explained the service once more and that work was completed per his request and in accordance with our TOSAt the end of the call the client stated that he would try and speak again with the person regarding the listing and the fact that work had already been done and get back to usRepeated attempts to contact the client have gone unanswered and it appears that he received a Final Notice email reminder that the account was delinquent and has filed this complaint.As I stated earlier in the response, the above is only a summation of the company notes on file, including my review of the recorded order verification and client care callsI am certain we can find a solution that works for the client and doesn’t violate our Terms Of ServiceI invite Mr *** to contact our offices at his earliest convenience to find a resolution that works for himI do understand ordering a service without checking with a spouse has consequences, I am guilty of this myself from time to timeI do not believe however, that filing a complaint against a business for a service you clearly ordered is the appropriate solutionWe look forward to helping you resolve this account to your satisfaction.Warm regards,Jonathan HiggstonVP CORPORATE AFFAIRS

We are in receipt complaint ID *** and have taken the time to review the clients file in detailThere appears to be some confusion regarding this orderThe order itself was placed by ** *** *** for the listing: ** *** *** OD on February 23rd, An order confirmation email, and
follow up “Ad is Live” email were sent to ***In addition a member of our client care team attempted to contact Dr *** for additional keywords, logo, and social media profiles on March 1st, Our calls and emails were not responded toWe finally received an email reply on May 10th, from Dr *** as a result of an invoice almost due email reminder stating that he did not order the service and would not be paying as a resultWe did speak with Dr *** same day and were informed that he would not be paying for the service as he didn’t order itDespite our attempts to explain to the client that the order was placed, we reached an impasse and the file was scheduled to be turned over for further handlingWe do have a copy of the recorded order verification where the client clearly confirmed the advertising in question, invoice amount and termsIf the client simply has forgotten, a member of our Client Care team will be happy to help him as I do understand that there are times that we become busy at work and do not remember everything that happens weeks if not months laterI am certain we can find a solution that works for the client and doesn’t violate our Terms of Service, and I invite Dr *** to contact our offices at his earliest convenienceWarm regards, Jonathan *** VP CORPORATE AFFAIRS

Please find the attached copy of Mr Higgins audio order confirmation including invoice amount and terms. If you need anything else, please let me know. Have a good day! Janet Sanders 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.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]When this phone call came in I thought they said *** ***, they identified themselves as ela pages initially, so yes I agreed because we use yellow pages as our advertiser and websiteWhen I received the email with the invoice for $I immediately called and ask to cancel this because I did not realize I was ordering anythingI thought it was yellow pages updating their information for our web pageI explained this to them and they said that they can't cancel this and that they will send it over to their review team? A couple of days later I received a call from someone saying they reviewed the conversation and that we have to pay for the services already provided something like $- $or something like thatI said I do NOT want your services and cancel it and they refusedSo when they say they tried to work with me to resolve this they DID NOT! I am not settling for any of this! I feel like I was taken advantage of and when I said I didn't realize they were from ela pages and not yellow pages they deny anybody from their company would present themselves like that because the yellow pages are their competitionThe bottom line is I want to cancel whatever it is that they tricked me into agreeing to and I will not pay them anything! I think this is wrong in so many ways! As a consumer, if I'm not satisfied with a purchase I can return it for a refund right? Regards,*** ***

Please ask the accused party to cease their communication with me

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 CANNOT REITERATE ANY FURTHER, *** *** IS AN EMPLOYEE OF *** CONSTRUCTION, HE IS NOT AN OFFICER NOR AN OWNER AND DOES NOT HAVE AUTHORIZATION TO APPROVE ANY PURCHASES, INCLUDING THE APPROVAL TO "RENEW" A SUBSCRIPTION THAT WAS NEVER APPROVED BY THE OWNERS IN THE FIRST PLACE. PLEASE DO NOT REPLY WITH AN EXPLANATION ON HOW TO ADVISE OUR EMPLOYEES
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.First I want it to be known that they contacted our office and I truly thought she said *** ***2nd I honestly did not here the amount that we was invoiced for $689.95, I did ask them to fax the information and gave our fax number (that should be on the recorded message), 3rd I never gave any logo informationAs soon as I received the invoice I called because I did not know what the invoice was for until I called and I still do not know what this listing is on.Please note we are leaving on vacation and will be out until June 2.Regards,*** ***

We are in receipt complaint ID *** and have taken the time to review the clients file in detailThis account was opened for *** *** *** on July 29th, and paid for with check *** on September 30th , With respect to the original order verification from 2016, the
notes show that numerous individuals within *** *** *** have been provided the order verification including, *** and *** and yourselfServices were provided as ordered for the full term and renewed in accordance with our TOS (Terms of Service)Our terms clearly stipulate that unless written notice is provided at least days before the renewal dateWe have searched our records for any notification received from *** *** and haven’t found any request to cancel servicesIf the client has any documentation they can provide we would be happy to help them in this matterOur terms are clearly disclosed on all invoicing, but for more information regarding our Terms of Service, please review them at intelligent networks.com/terms Regarding the original order verification from 2016, numerous individuals within *** *** *** have been provided the order verification including, *** and *** and yourselfWarm Regards, Jonathan *** VP CORPORATE AFFAIRS

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 I want this cancelledI did not order thisThese are the exact tactics I have read from numerous other claimsJust cancel it, I'm sure clients cancel orders all the timeI do not have the funds to pay for thisI don't care what businesses normally pay for thisI've never spent this kind of money in one placeI am one guy, with no interest in this type of search engine optimization.Regards,*** ***

We are in receipt complaint ID *** and are honestly at a loss as to how we failed this clientI have taken the time to review the clients file in detail, and also determine what work was actually completed for the clientThe order was placed on December 16th, by Mr *** for ***
*** *** * *** ServiceWe clearly stated that we were Intelligent Networks Corporation at the time of the order and confirmed both pricing and payment termsOn December 22nd, a client care representative contacted the client back for additional keywords and logo for his advertising to add value to the service and help put his company’s best foot forwardThe agent was given “Safe Opening, Vault Opening, Locksmith, Lock repairs, Locksmith *** County”The agent was also directed to use the company’s current logo and add the link to his *** pageAll additional work was completed within hours of this and payment was scheduled and renderedIn all of these instances we clearly identified ourselves as Intelligent Networks CorporationI am not certain as to how the client, after all of the above, could confuse our company with *** PagesThis is especially true given that logo inclusion and each keyword are additional costs with *** PagesAs mentioned above, we have completed the advertising work for the client and his advertising remains live on ***.com for the year in accordance with our TOSThe included search engine optimization for that listing still shows on page two (2) of *** on a search result page directly under what I assume to be his *** Pages advertisingI am attaching a screenshot for the client to see that we have done the workWe did email the client a link to his listing on March 8th, upon his requestIt is possible it is in his spam folder depending on his email client’s security settingsI am certain we can find a solution that works for the client and doesn’t violate our Terms Of Service, and I invite Mr *** to contact our offices at his earliest convenienceWe do understand that businesses receive hundreds of calls per week, and that it is possible to confuse them allThis is why we have a secondary recorded contact with the client to confirm that an order is being placedIn addition, and directly due to the Revdex.com’s concerns, we have added a third layer with Client Care to ensure that client’s don’t forget whom they ordered from and the services that are being providedWarm regards, Jonathan HVP CORPORATE AFFAIRS

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.Regards, I called at the beginning of March to talk about the bill myself and received no response from your companyI left a message with your accouting departmentThe reason Mr*** does not want to pay his bill is because he didn't want the serviceWhen he was repeatedly contacted why wasn't he told he can cancel the service Why wasn't that stated in the original conversation that he does have the opportunity to cancel in so many days? This company is very deceivingNone of this information should be hidden from the customer, by doing so it shows you are scamming the customer. Again I am going to ask, since it was not answered the last time, I would like a list of days and what services have been provided to usIf you cannot provide me with that it is a sure sign of scamming.
*** ***

We are in receipt of the customer complaint dated September 30th, by *** *** *** ***We are at a loss to explain how our client care team has failed this client. The order was placed by the Office Administrator *** *** on August 14th, An invoice was sent to the
*** *** location on the 17thThere was no contact between the two companies until on September 28th, when our accounts receivable department called regarding status of paymentAt that time Mr *** requested the service be cancelledOur accounts receivable team explained that services had already been rendered and that the account was past dueThe account was past our standard day cancellation period which is in addition to our advertised terms and conditions a link to which is on the invoice and on our website at intelligent-networks.com/termsOn September 30th, 2015, We received an email request from Mr *** at 1:39PM requesting once more to cancel the serviceTicket # *** was assigned to the file asking that the file be reviewed as a special requestAt 8:17PM the same day a Revdex.com complaint was filedWe clearly identified ourselves to the client as Intelligent Networks Corporation and invoice amount and terms of payment were clearly discussed with the clientThe clients advertising service was activated and rendered at *** We are uncertain as to why the client filed this complaint and ask that the Revdex.com review this complaint for it to be marked as invalidIn the meantime we ask that the client contact our offices so that we can help him close his file. We 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 experienceWarm regards, Jonathan Higgston VP CORPORATE AFFAIRS

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. I would like to know about the procedure in place for those who overstepped bounds as you pointed out in your letter, This most definitely has been a learning experience and sadly it has damaged my career, I am waiting for a final decision on your part, Taking this to court would be ridiculous and frankly a waste of time and moneyIs there any way we can come to a agreement of a discounted price as I obviously screwed this up! I would like to keep my jobThank you for taking time from your day.Regards,*** ***

We are in receipt of the customer concern identified as ID ***. I have reviewed the customer’s account in order to see how we can best help him resolve any confusion or issue with the services he orderedThe order for online advertising for * * *** Inc was placed on February
29th, by the Office Manager, *** ***. I have reviewed the recorded order verification and it is clear that the client ordered the service and understood the invoice amount and payment termsAccording to the notes on file the client was contacted by Client Care on March 7th, in regards to keywords and possible logo inclusion for the advertisingWe were asked by Mr *** to send an email to *** and he would reply with the company logo and additional keywordsThis was completed same dayWe followed up with the client on March 11th, and were asked to re-send the email as he had not received itA second email was sent the same day and receipt was confirmed by the client on March 15th, On March 21st, a client care representative contacted back the client once again and were informed that he would send the logo that day as he was busy and hadn’t had the chance yetOn March 23rd, 2016, Accounts Receivable contacted the client regarding the outstanding invoiceWe were informed that he needed to check with Brad if it had been handled yet. On March 24th, we received an email from the client stating that Brad had decided that they wouldn’t be needing our servicesA member of client care followed up with the client and re-explained that the service was already ordered on February 29th, and that the account was well past the standard cancellation periodOn March 29th, 2016, Client Care spoke with Brad and attempted to find a solution as the invoice was already past dueWe were informed that we could sue them or send them to collections as they had no intention of paying for the service and he stated that if we pursued the debt he would report us to the Revdex.comWe informed the client that the order was placed by * * *** in what we assumed was good faithPlacing orders with no intention of paying for the service is not a business practice that I’m sure * * *** would appreciate if it occurred to them. Please note that a copy of the recorded order verification is being provided to the Revdex.com showing that Mr *** did order the service in good faith and agreed to the invoice amount and terms of paymentWe also have all of the correspondence and recorded client care calls should they be requiredThere was no issue with the order on any of these calls until payment for the service being rendered was requestedWe are now in receipt of this complaint. It is clear that the individual filing the complaint is unaware of the work done or the correspondence between our two companiesWe are certain that we can find a solution that works for the client and we invite them to contact our offices at their earliest convenience. Warm 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 person with authority
to purchase for *** *** *** * *** on August 30th, 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 this process, as the client’s position was lower than what we would normally consider authorized to order for the business, the client was clearly asked if they had the authority to purchase for the company to which she replied that she wasA member of our client care team contacted Ms *** on September 2ndst , for additional keywords and logo inclusion for the advertising to help put the clients best foot for***The client care representative followed up by email to i***On September 12th, 2016, Our accounts receivable department contacted *** *** *** * *** regarding payment status and spoke with *** once moreOur agent was asked to send another hard copy of the invoice by mailOn September 15th, our offices received a call asking who had set up the original complimentary listingThe individual was informed that when an order is placed by a client who agrees to pay for the upgraded service, it overwrites the name of the contact that set up the free listingIn most instances this is the same contact name as the individual placing the current orderWe have found that as positions and responsibilities change frequently at companies, the individual placing the free trial listing is not important following the agreement to pay for the upgraded serviceIn the few instances where this is a concern when contacted, the name would still appear in our CRM until the order verification phase where the name is overwrittenWe were informed that the owner would not be paying for the serviceWe asked if we could speak with the owner and the call was disconnectedOn September 16th, 2016, our accounts receivable department contacted the offices of *** *** *** * *** once more and were informed that the owner was not in the officeA message was taken by Ms *** and the owner was supposed to contact our offices which was not returnedWe reached out once more on September 20th and again on September 30th, and once again left a message with Ms *** for the owner to contact our offices to resolve the matterWe are now in receipt of this complaintFrom the above account notes it appears that Ms *** was not authorized to place the order in questionWe are uncertain as to why the owner of the business has not contacted our offices in order to determine what has transpired and can only assume that he is unaware at this pointWe do believe that the Revdex.com is being used in order to avoid the owner of the business becoming awareWe are including both the recorded order verification call and the client care call for the Revdex.com’s reviewWe would like to help Ms *** with her situation, but at this point an unauthorized employee has now filed what seems to be an unauthorized complaint for a businessThis is something the Revdex.com should look intoWe are more than willing to find a solution for the client and invite her to reach out to our client care teamI am certain we can find a solution that works for the client and doesn’t violate our Terms of ServiceJonathan *** VP CORPORATE AFFAIRS