Intelligent Networks Corporation

Re: ID [redacted] Revdex.com, 1[redacted] Dear [redacted], We are in receipt complaint ID [redacted] and have taken the time to review the clients file in detail. For the sake of clarity, below if the account history and recorded call information that I...

have reviewed. The order was placed by [redacted] who identified herself as the Office Manager of [redacted] on May 4th, 2017. The client spoke with our representative from Business Development and once the order was agreed upon, went through a third party recorded order confirmation process to ensure no errors, and that the client understood both pricing and payment terms. During this process the client was asked multiple times if she had authority to purchase for the company to which she replied that she was. Pricing terms were clearly disclosed which included as a discussion of promotional discounts and how the price would be affected by choosing to take advantage. On May 26th, 2017 after the initial work was completed, a member of our client care team contacted back the client for additional listing enhancement (Keywords, description and logo inclusion). It was at this time that we were informed by the client that the owner of [redacted] had decided to pass on the advertising. A ticket was opened and we asked who the owner of the company was so that we could determine how best to proceed. The client informed us that their season was running a little slower than normal, so in an attempt to help, we offered multiple payment options as a way to respect the clients current financial situation. Despite multiple follow-up attempts with no return to our messages, we are now in receipt of this complaint. The client has heard the order verification and it clearly shows that the client understood invoicing amounts and terms for payment. One does not typically have a discussion of promotional discounts and agree to be invoiced for services to be rendered and then claim to have not ordered the service. Despite the above, we remain willing to find a solution that works for the client and encourage the client to reach out at her earliest convenience. Warm Regards, Jonathan [redacted] VP CORPORATE AFFAIRS

We are in receipt of the customer response regarding complaint ID [redacted].   I had taken the time to review the clients file in detail for the initial response and have reviewed it once more as the description of events described by Mr [redacted] does not match with anything found through the recorded order verification, nor the client care notes, or even the Quality Assurance and review notes. The order in question, was purchased by the Office Manager of the location [redacted] for [redacted]c.   The online listing information, term and invoice amount was agreed to with Karen from our business development department. A second call was placed by our quality assurance agent to confirm that an order was in fact being placed. If there was any discrepancy between what was actually ordered on the first call (or calls) and the order confirmation process, then any reasonable person would have not agreed to an invoice for in this case $584.95.   If there remained any confusion by any client, upon receipt of the invoice they would surely contact back our offices and we would gladly have resolved the account which would of course include cancelling the account. We do understand that some clients may overstep their authority, or be confused by the myriad of calls that inundate todays’ business setting. Unfortunately, in this case there was no confusion on the clients’ part. The order was placed in good faith and the invoice for services was sent per her request. There were no calls to our offices from [redacted]c regarding the outstanding invoice and when our client care team contacted Ms [redacted] we were asked to email a copy of the invoice to Mr [redacted] for payment. As mentioned in my previous response, we had offered to validate the order for the client but he promptly hung up.  I understand that the client is receiving a significant amount of sales calls at their offices for online advertising. I also believe that in this instance, an order was placed in good faith between both our companies at the time of order and up until Mr [redacted]’s awareness that the order was placed. The order verification shows that Ms [redacted] had a clear understanding of the order that was placed and even mentioned that she was glad Karen had contacted her back. If the client has any actual evidence (other than his experiences with other companies) to provide to back up his claims that his employee was coerced into placing an order, then we will gladly take the appropriate steps with respect to our employee.I take Mr [redacted] at his word when he states that he already has an online advertising service provider. Our model requires that work begin im[redacted]ately upon receipt of a confirmed order. All of our advertising programs are White Hat. As I’m sure Mr [redacted] is aware, White Hat (or SERM approved methods) takes considerably longer to achieve positive results for clients. It is a longer term process that takes a minimum of 6-8 weeks to see tangible progress. This process leads to stronger links and subsequently, higher rankings. Waiting to start the work leads to missing clients’ expectations which leads to unhappy clients. Even if we did as you suggest and send quotes and contracts (as we do for all our website design projects) situations will still arise as business owners’ still contact us back at times claiming their Marketing Manager is not able to sign contracts or order anything for their business.  Over 85% of our online advertising and SEO services requires payment in full or a payment plan is place prior to commencement. In instances where a client wants an invoice mailed to their location we do so. In most instances the client honors their commitment and the good will process works. I agree that in some instances it doesn’t as it appears to be the case with yours.  At this point, you have filed a Revdex.com complaint making accusations without being a part of the order process. You have filed a complaint with the Attorney General whom also has received a copy of the order verification. In both cases I question whether you have actually heard the agreement because if you did truly listen, you would see that the order was not generated through deceptive practices at all. The order was placed in good faith by your employee at the time. If anything, office policies and procedures were not followed within your place of business when your employee ordered the service in question.  Please keep in mind that our policies provide for a reasonable cancellation window beyond what is clearly stated in our Terms of Service. This account could have easily been resolved without the need to file complaints that attempt to damage our business for an order you admit your employee agreed to.  The Revdex.com has not received one single complaint from any client in all our years of doing business on any account that was not already past due. Not one single complaint with over 12,000 contacts per day. Over 80% of the complaints listed state that they did not order the service which when provided with proof, the response was that the complaint was filed in error. This does not mean that we don’t make mistakes. There are instances where a receivables agent stand firm with respect to our TOS when a more charitable stance should have been taken. The warning currently on the site is a result of a lack of understanding on the Revdex.com’s part which we have been attempting to resolve. The request to terminate the agreement in place has been noted in our system on 10-22-2015. I do understand Mr [redacted]’s frustration and would like to provide an opportunity to walk back the current state of relations.  If Mr [redacted] will agree to the following:1-That Ms [redacted] did order the service in good faith but that she did so without being an authorized representative of [redacted]c. She failed to inform our offices at the time of ordering of this fact and when initially contacted about the status of the overdue invoice.   2-That the claims made in the complaint are not based on his personal involvement in the sales process or directly attributable to our company but based on his experiences with other companies doing online advertising.  If the above is a reasonable, factual and clear statement of the events as they truly occurred, then I will ensure that the invoice is cancelled for the client and will ensure that a zero balance be forwarded to his email on file. The advertising in place on elapages.com and the SEO services provided on the link will cease to be active.   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[redacted]   VP CORPORATE AFFAIRS

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.  I have reached out to the business many times with no resolution.  With as many complaints as the company has had on the Revdex.com all complaining about the same thing it is apparent that this company appears to be using these same manipulative tactics on many of their customers.  The attorney general also noted that there is a clear pattern of manipulation when I called them.  I've also attached an email stating that the business no longer has access to my account.  As much time as I've put into trying to resolve this with no results I feel it is out of my hands now and will let the attorney general move forward on it from here.    Regards,[redacted]

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]

We are in receipt complaint ID [redacted] and have taken the time to review the clients file in detail. For the sake of clarity, below if the account history and recorded call information that I have reviewed. The order was placed by [redacted] who did identify herself as the marketing person with...

authority to purchase for [redacted] on May 11th, 2016. 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 terms. A member of our client care team contacted Ms [redacted] on May 23rd, 2016 for additional keywords and logo inclusion for the advertising to help put the clients best foot forward. The client care representative followed up by email to [redacted]. We have been trying to resolve this file since June but the owner has repeatedly claimed that the person who handles marketing is not authorized to make marketing decisions. This despite the fact that the third party recorded order verification clearly shows that the client is authorized, agrees to the invoice amount and payment terms. We have offered reasonable settlements over this time period to cover costs that we incurred while still providing the full service for the client. Finally, on October 12th, 2016, one of our collection’s staff opted to contact the client as a courtesy one last time in order to prevent the file being transferred. We are now in receipt of this complaint. At this point this file has been transferred to IC System, a professional collection agency for further handling. A copy of the recorded order verification is being provided with this response to the Revdex.com for its files. We have been more than willing to find a solution for the client over these last five (5) months. I am hopeful that we can find a solution that works for the client and doesn’t violate our Terms of Service. Jonathan [redacted] VP CORPORATE AFFAIRS

We are in receipt the clients’ response regarding complaint ID [redacted] and I’ll try and address the remaining concerns the client has. When the order was placed for ** [redacted] on March 21st, 2017, work started the next business day as the process for approved SEO (Search Engine Optimization) strategies generally take 4-6 weeks to have meaningful results. Most our clients pay for the service up front which means there is an expectation that service work begins immediately. In instances when a client opts to be invoiced, as a sign of good faith, we continue to render services immediately so as to ensure client visibility within the above mentioned time frame. The online listing work and SEO services are classified as billable hours and unfortunately it isn’t possible to return a service that was rendered per your request. I do see that we clearly identified ourselves at the time of purchase and that the client care team has attempted to offer reasonable solutions to resolve the matter for costs incurred while continuing to allow ** [redacted] to maintain the listing for the full term to recoup any outlay. I am certain that we can find a solution that works for the client and respects the costs that we incurred and we look forward to helping the client with this file. Please reach out to our offices so a member of our team can help. Warm Regards, Jonathan [redacted] VP CORPORATE AFFAIRS

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.  I will contact the business directly tomorrow to speak with Judy [redacted] in regards to this matter to come to a resolution so we may be done with this headache.  
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 below.When the call came into the sales clerk she thought they were updating a listing we have in place.   She had no idea this was an independent company and that the price was over 500.00  plus I did check on line and can't find what they did or if it helped.   I do not want it and did not approve this.  When the sales clerk came to me about the problem we checked them on line and found out that it was a scam.  They are all over the web and nothing good is said.   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 Revdex.com 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 Revdex.com 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 Revdex.com and a current FRAUD ALERT on this company
along with 15 Revdex.com complaints in the last 12 months.  The Revdex.com 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 Revdex.com 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 Revdex.com. Regards,   [redacted]

We are in receipt of the client’s response to complaint ID [redacted]. While [redacted] did state she was the Manager and authorized to order for the company, I have found that the standard verification process was not used in this instance. The representative failed to follow proper procedures with respect to clearly identifying our company name at the beginning of the order verification and in addition, failed to qualify the reason for sending the invoice to the owner’s attention in the first place. This was an error that Client Care should have caught and closed the file for the client as is our procedure for any order verification that does not meet our strict standards. As a result, the outstanding invoice has been voided in our system. I would however, like to offer the client compensation for her inconvenience. Seeing as we have completed the work and the service level normally averages $4000-$5000 in ROI over the course of the term, we’d like to provide the service at no charge for the client. I would like to apologize to Ms [redacted] for the inconvenience this has caused her and her business and hope that she will find this proposed solution satisfactory. I appreciate your patience in this matter. Warm regards, Jonathan [redacted] VP CORPORATE AFFAIRS

We are in receipt complaint ID [redacted] and have taken the time to review the clients file in detail. For the sake of clarity, below if the account history and recorded call information that I have reviewed. The order was placed by [redacted] who identified herself as the office manager for...

[redacted] on February 13th, 2017. The client spoke with our representative Lynn 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 terms. During the order verification the client was clearly informed that there was an invoice for services being sent out to her attention. She was asked if a purchase order number was required, clearly disclosed that an invoice was coming for $689.95 and even offered a discount for payment at the time of sale. Order confirmation emails and invoice reminders were sent to [redacted] per the clients request. A member of our client care team attempted to contact Ms [redacted] on multiple occasions and followed up by email for additional keywords and logo inclusion for the advertising to help put the clients best foot forward. On February 28th, 2017 we spoke with Ms [redacted] and were informed that there was nothing additional to add to the listing and was unsure if theey had received the invoice by mail. On March 1st, 2017 we contacted her once more and were again informed that she hadn’t had time to check on the invoice. On March 10th, 2017 we were informed by Ms [redacted] that she was not authorized to order services for the company and that Ms [redacted] was not willing to pay for services. We asked to speak with Ms [redacted] to find a solution we were informed she wasn’t available. We contacted back for Ms [redacted] on March 16th, 2017 and a voicemail was left along with a follow up email to please contact our offices to find a solution. On March 20th, 2017 we received an email apparently from Ms [redacted] stating that she was filing a complaint against our business. I am hopeful that we can find a solution that works for the client and doesn’t violate our Terms of Service and invite the client to contact our offices so we can help them close this file. Warm Regards, Jonathan [redacted] VP CORPORATE AFFAIRS

We are in receipt of the customers’ additional response for complaint ID [redacted]. I am not sure exactly as to how we can help the client further. Their response states that the individual who placed the order was a sales clerk, yet the client identified themselves as an Office Manager. In addition, their clearly was a discussion and agreement on the invoice amount of $584.95 due on receipt. If the employee overstepped their authority, then it is really not something we can help the client with. We can help with invoicing amount and offer a discount if that will help as services have already been rendered at this point. I am certain we can find a solution that works for the client and doesn’t violate our Terms of Service, and I invite Mrs [redacted] to contact our offices at her earliest convenience. Warm regards, Jonathan [redacted] VP CORPORATE AFFAIRS

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 below.In response to Jonathan [redacted], he or some other person,
did speak with me, and he, like the others, could not tell me what they
actually did that we would be charged for. I listened to several of these
conversations they had with Jessica before I spoke with them myself.
He states that [redacted] gave them permission to invoice us,
when in fact, all she did was give them the mailing address for our Company and
told them, in the same conversation,  that was all she was doing. Who
would perform work for a Company that they do not even have a mailing address
for?
No company, that is legitimate would do business that way.
No business would sell you something or “give” you a free trial, without
following up during that time to see how you liked their “product”, and I still
don’t know what the product is or was.
No person here has authority to approve or disapprove, any
purchase of parts, materials, advertising, etc., this is what I told their
representative or Mr. [redacted] the day I spoke to him. 
Any legitimate company would not be performing work, of any
kind, without a written order or signed agreement.
 As to the mention of [redacted] name, they did not ask for
[redacted] when they first called and had no name at all to refer to until they kept
saying they had spoken to a person here who had given them permission to do
this and [redacted], not knowing at the time that they are crooks,
told them it was not her or myself, because she had asked
me, and it could have possibly been [redacted], who has been gone since March 2016. So,
of course, now they are using her name, when in fact, they had already called
here 6 or 7 times and had no name of any person at all.
 This company, Intelligent Networks Corporation, has been
reported by many consumers to be frauds and a rip off  and we are
reporting them also.  
We have been in business since June 1994 and have grown our
business by doing good work and paying our bills, but we will not pay for
something we never ordered or agreed to try, with no paperwork and no proof of
what we received.
Thanks to the Revdex.com of the Upstate for helping us to expose
companies like this one.
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  The end result is satisfactory, however, the customer care representative did NOT tell me the invoice would be voided and I have not received a hard copy via U.S. Mail.  The customer care representative told me the matter was being sent to the accounting department.  Thank you for your assistance in this matter.
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 hope the Revdex.com takes the time to listen to the recordings. [redacted], our employee, never agreed to any payment terms or services. They use tactics to make it seem like they are requesting information like a logo, address, etc. When someone provides that information, they claim it is an acceptance of their services and terms. I wish not to have any further contact with their company due to the fact that they use a recorded line and claim that anything you say can be used as confirming their services. If they truly wish to speak to us, they can talk with our attorney. Our desired outcome and resolution still stands: we wish this company to no longer contact us and drop the invoice they have claimed they have done work for. We also ask that they remove our company from their directory and if they are doing any services that they stop them immediately.  They claim they were already doing work for us from the first day they called. They claim they have done SEO work for our website when we never gave them any access whatsoever to our website. Our website has shown no changes or extra traffic, which leads us to doubt they are actually providing any services other than a listing.   Regards,  [redacted]

We are in receipt of the customer complaint dated October 15th, 2015. We are at a loss to explain how our customer service team failed this client. The order was placed through our Business Development team on August 10th, 2015. On September 17th, 2015, after being informed that Mr [redacted] had no...

authority to purchase for the location, the account was voided in our system. If the client received any statements or mailings it is possible that it was sent prior to the voiding of the invoice or it was in error. A simple call from their offices would have been sufficient if there was any misunderstanding. We apologize to the client for the inconvenience.We go to great lengths for our clients and try to differentiate ourselves from our competitors. If the client has any additional concerns regarding this matter, we would be more than happy to learn from their experience. Warm regards, Jonathan H[redacted]
[redacted]

We are in receipt complaint ID [redacted] and have taken the time to review the clients file in detail. For the sake of clarity, below if the account history and recorded call information that I have reviewed. The order was placed by [redacted] who did identify herself as Payables and Receivables...

with authority to purchase for [redacted] on February 3rd, 2016. 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 terms. During the order verification the client was aware A member of our client care team attempted to contact Ms [redacted] for additional keywords and logo inclusion for the advertising to help put the clients best foot forward. On February 7th , 2017 the client received a work is complete confirmation email along with the keyword and logo request by email at [redacted]. On February 27th, 2017 we received an email simply stating we not interested in online advertising at this time. At that point the work had already been completed and the client was already receiving invoice due and past due reminders by email. We attempted to find a reasonable solution with the client but were informed by the client via email that she was a receptionist for the company and had no authority to order services. This is not the position the same client claimed to be in the recorded order verification. I am including a copy of the recorded order verification for the Revdex.com’s files so that there is no question as to the clients stated position and that clear pricing and terms were disclosed to the client at the time of order. The client was even offered a discount for early payment. If she was not authorized to order for the company then why would she feel she could? I would also request that the Revdex.com review this complaint as we question how a client who is not authorized to order for the company is able to file a complaint representing that same company. The employee she claims was new and had no authority was herself. To be clear, we have not ever threatened any client. Advising the client that our policy is that accounts that refuse to work towards a fair and reasonable solution after services have been rendered are eventually transferred to a third party agency is a factual statement. We do our best to help clients who may have overstepped their authority however both parties need to be willing to find a solution. I am hopeful that we can find a solution that works for the client and doesn’t violate our Terms of Service and invite the client to contact our offices so we can help them close this file. Warm Regards, Jonathan [redacted] VP CORPORATE AFFAIRS

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 below.I find it odd that they have no record of the phone call conversation from the sales team, who are the one's that were supposed to walk me through what exactly the services were for and what we were going to "verify" payment for.  The exact verbiage used by the sales team was that they were "updating our online information that they had on file for us and did we need to make any adjustments?"  Because we had just moved offices I was under the assumption that we were already working with you all and so I gave our new address to them.  They never informed me that we apparently were on a free trial which was coming to an end and now were wanting to switch us into a paid yearly contract for their services.  Also they never mentioned what work they were doing for us.  Rather that they were "updating our online information."  Even when I spoke with Stephanie Bowers she mentioned that the sales team could've misread our file and thought we were already active and that's why they didn't go into great length about what services were being offered.  We also have NO recollection of ever agreeing or signing up to a free trial period with you all!  [redacted] the owner of the company has never hear of you, nor have I up until this point.  I find it odd that you also have no record of who signed up for the free trial and initiated it.  The only record you so conveniently kept on file, was the verification.  The sales call should've been recorded as that was the one where apparently according to Stephanie [redacted], they would've walked us through all services and what was being asked of us.  But again, to your convenience there is no record of that call.  I find that to be odd.  Also, without you having any billing history with us, I find it odd that you can send an invoice and start accruing charges when no one has given you their card information for you to bill.  This is a very shady way of doing business and you do it with the sole purpose of trapping people.  Had you been up front about everything and clear on what was being processed, you would've asked for the credit card over the phone to activate the services.  We feel that you intentionally trapped us by not being more direct and clear with what the process was and what was going to be taking place- Therefore [redacted] does not agree that the charges are fair.  Also you should only take verbal verifications from the owners of companies.  You shouldn't let just anyone off the street verify on someone else's behalf.  That's poor business management.  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.
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 below.First of all the voice recording sent by the VP is very incomplete and no where does it state the services they are offering. Mr [redacted] was under the impression that these were services that were already in place and he asked to be sent an invoice to see what the actual services were for (Not agreeing to ACCEPT their services) Please send us the full recording of the whole conversation and in fact all of the conversations because [redacted] says he has also told them over the phone that he does not want this service. He has felt tricked into this, and due to the fact that his English is not fluent, he feels as he has been taken advantage of.]
Regards,
[redacted]