Internet Local Listings

Review: On January 29, 2014, I agreed to hire services of Local, an internet advertising company. Their claims were deceptive and led me to believe that they were part of [redacted].When I saw no results, within 15 days I called to cancel my agreement which I was assured was month-to-month and could be cancelled at anytime. I was initially charged $159.00 and was told my month-to-month fees would be 99.99Instead of refunding me for terminating services, Local claims that I owe them additional 199.98. My Local client ID is [redacted].Their practices need to be investigated. I am a CPA/MBA by background and believe they may be involved in inter-state fraud.Desired Settlement: Resolve Billing Dispute

Business

Response:

Internet Local Listings would like to first present the above link - The Terms and Conditions that Mr. [redacted] signed upon becoming a client of ours. These Terms and Conditions clearly display our logo and name on the first page and state "Thank you for partnering with Internet Local Listings!" before divulging any further information. We have included this to ensure that our clients are well-informed that while we do offer first page placement on [redacted], we are not [redacted] as we can understand how this might cause some confusion.

Furthermore, the Terms and Conditions go on to explain that while ranking may occur in as little as 2-4 weeks, it can also take up to 60 days.

"PLEASE be advised that [redacted] Optimization may happen in as little as 2-4 weeks from when your business is verified but can also take up to 60 days." - pg 2.

This explains why Mr. [redacted] did not see instant results after signing up with Internet Local Listings. The business listing was verified on January 30, leaving only 14 days for Internet Local Listings to get [redacted] (Mr. [redacted]'s business) ranking on the front pages [redacted], which, as explain above, is not part of our guarantee. [redacted] was live and listed on [redacted] on January 30, 2014 but may have not been ranking. The client called in on February 18, 2014 to inquire about their account, our records show that our customer service representative thoroughly explained the process to Mr. [redacted] again and directed to him to the Terms and Conditions that he signed, explaining that it would take some more time.

Page 3 of the Terms and Conditions contains all information about Billing and Cancellation and states, "You must give at least 7 days notice of cancellation prior to your due billing – if you do not give us 7 days notice, you will be held responsible for the following month’s due payment." Our customer service and billing department are available five days a week to ensure that any clients that have issues are taken care of as soon as possible. Mr. [redacted] did not call in to cancel his services within a month of services so Internet Local Listings continued to bill him for the work that we were providing.

Internet Local Listings would like to first present the above link - The Terms and Conditions that Mr. [redacted] signed upon becoming a client of ours. These Terms and Conditions clearly display our logo and name on the first page and state "Thank you for partnering with Internet Local Listings!" before divulging any further information. We have included this to ensure that our clients are well-informed that while we do offer first page placement on [redacted], we are not [redacted] as we can understand how this might cause some confusion.

Furthermore, the Terms and Conditions go on to explain that while ranking may occur in as little as 2-4 weeks, it can also take up to 60 days.

"PLEASE be advised that [redacted] Optimization may happen in as little as 2-4 weeks from when your business is verified but can also take up to 60 days." - pg 2.

This explains why Mr. [redacted] did not see instant results after signing up with Internet Local Listings. The business listing was verified on January 30, leaving only 14 days for Internet Local Listings to get [redacted] (Mr. [redacted]'s business) ranking on the front pages [redacted], which, as explain above, is not part of our guarantee. [redacted] was live and listed on [redacted] on January 30, 2014 but may have not been ranking. The client called in on February 18, 2014 to inquire about their account, our records show that our customer service representative thoroughly explained the process to Mr. [redacted] again and directed to him to the Terms and Conditions that he signed, explaining that it would take some more time.

Page 3 of the Terms and Conditions contains all information about Billing and Cancellation and states, "You must give at least 7 days notice of cancellation prior to your due billing – if you do not give us 7 days notice, you will be held responsible for the following month’s due payment." Our customer service and billing department are available five days a week to ensure that any clients that have issues are taken care of as soon as possible. Mr. [redacted] did not call in to cancel his service with us so Internet Local Listings continued to bill him for the work that we were continuing to provide. We've listened to phone records and read through all email correspondence with Mr. [redacted] and there was never a request to cancel services with Internet Local Listings. Also included in this section of our Terms and Conditions is all information about our failed payments and collections department - since Mr. [redacted] has not formerly cancelled with our company, his business relationship with us has entered a state of Failed Payments since we have continued to work on his account and his business is, in fact, ranking.

At this time, we ask that Mr. [redacted] call in to speak with our billing department to work out an agreement concerning his past failed payments as we have continued to work on his account. If there is any further question, please refer to the attached Terms and Conditions that Mr. [redacted] signed. These can also be found in his email inbox as he has a copy of them as well.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

When I signed up, I was told that I can terminate anytime the relationship by just a phone call if I am not satisfied. And, I made a timely request to terminate the relationship. Nowhere in the conversation, I was told that you require a seven days notice. I have informed them repeatedly that I was dissatisfied with their service and have terminated it. In fact, that agreement is a fraud. They make you sign it on the computer in less than 5 minutes and nobody reads the fine print, especially in light of their assurances. I relied on the telemarketer's assurances that the service could be terminated anytime if I am not satisfied. Their script uses [redacted] repeatedly making you believe that they are part of [redacted] but you do NOT have to pay for clicks.

My unfortunate conclusion is that they are a fraud. If a CPA/MBA can be taken for a ride, I wonder what are they doing with less educated users.

Regards,

Business

Response:

Mr. [redacted],

Review: I was impressed initially with the sales pitch. After signing on, it took three contacts for me to receive my contract. I paid $600 for three months' service. The sales pitch indicated that after the initial three months, I was told by the sales rep "there was no obligation" I paid August, which was after the initial three months' time they said they required to allow for my site to be searchable by my trade. I also took a look at the site, which was rife with grammatical and syntactic errors. I could not find my site on google, which was the whole point to the purchase. I received a call a week back from them, with no descriptive message, so I called that number, to cancel. They indicated that I owed $199 back payment. Which would have been for September. The date was September 18. I asked that I be immediately cancelled from their services. I asked that since I did not come up on searches and was not happy with the site, that I be released from the $199 obligation. They said had I called 7 days ago, they could have helped me. But not now. It was too late according to my contract.

I asked if they could extend this to me given that I was not happy with the service, and already had paid out $800. $600 initial 3 months, $199 4th month.

They would not do anything for me. No partial payment, which I would have been fine to cover despite seeing no return on investment in any way. I understand a contract is a contract, but I felt the business misleads the customer on the phone indicating loosely, that there would be no obligation after 3 months, then include in the fine print on the contract, that to some degree, there is obligation, with respect to timing. Given that I signed it, I get it - I owe something. But they lacked any willingness to compromise.Desired Settlement: I have already paid into the service $800

I did not see any sort of return. I am requesting that I not be responsible for another $199 they indicate I owe. I feel they are asking for money for a service that doesn't work, and I have already paid enough.

Business

Response:

Internet Local Listings would like to start by apologizing for any inconvenience that this issue may have caused Ms. [redacted]. At this time, we have resolved this issue as our billing department has been notified that a prorated amount will be accepted as the final form of payment from Ms. [redacted] for the amount of days utilized in this month of service. Thank you for reaching out with your concerns - this issue has been handled with our billing department and we have changed certain policies and procedures to ensure that an occurrence like this does not happen again in the future.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On September 5, 2013 I contracted InternetLocalListings in Santa Ana to provide internet listings with Google and other search engines. I was promised by two people that within 3 weeks I would be listed on the first page of the search engines. I run an income tax business but on 9/10 I began receiving calls for Taxi service. They found my number on Google. This listing was corrected and I was promised that with 2 weeks I would be on page 1 of Google. On September 25 & 30 I contacted the company to tell them that I was not on the first 10 pages of the search engines. I told them that I wanted to cancel the service. They pleaded with me to give them a few more weeks and promised that if they did not fulfill their promise, I would receive a full refund. I since have talked to them on Oct 17, Nov 18, where I was promised by 2 more people that I would receive a full refund if they couldn't fulfill their promise to get me on page 1 of google. On Dec 11 I spoke to Sierra in accounts who told me that a full refund was not warranted since I had prepaid for the service. The owners name is Will Davis, but good luck reaching him. ###-###-####Desired Settlement: Since I have not received the promised service, I would expect a refund of the entire payment of $795.99

Business

Response:

Tax Medic # [redacted]

Account # [redacted]

Review: We signed up for Internet Local Listings online advertising on June 28, 2013. [redacted] told us on the phone that we could cancel anytime & needed a 30 day written notice to cancel. They proceeded to tell us we need a NEW WEB SITE, which we said we don't! They were giving us the run around. They weren't living up to their end of the deal. On July 1, 2013 they took $359.99 from our checking account. On July 2, 2013, we sent them an email cancelling our account. We've sent SEVERAL emails asking for the return of our money & haven't gotten any replies. I've tried calling them & all lines are busy.Desired Settlement: I would like for them to issue us a refund check for $359.99.

Business

Response:

Dear Revdex.com,

WORST EXPERIENC EVER!! Not only that they don't bring in clients how they say they will but THEY LOVE TAKING MONEY OUT FROM PEOPLE WHO ONLY WORK HARDER THAN THEM TO EARN IT! 1 month of total disapointment, I called to cancel and they wouldn't proceed! I literally had to give calls everyday so they can cancel my account but did they? NO! They don't even bill you or send a reciept to let you know funds were being cut out. They make virtual checks without your permission and take out money. They are all robbers and there customer service is [redacted]! I would never recommend this company. Even there employees know ILL are all a scam. If I had the power to take down this SCAM company, I would IMMEDIATELY! HOPE YOUR HAPPY WITH ROBBING GOOD HARD WORKING PEOPLE's MONEY! [redacted] !

Review: I was contacted by ILL to specifically promote my business on the front page of google in the map section when searching for our key word for our industry. I was guarantee this would occur in 45 days after signing the contract by the sales person. Nothing else they were offering me was of interest except this.

At 40 days I contacted them since nothing had been done. They reviewed, confirmed I was correct and said they would get it done in 5 days. At 47 days after investigating this company online I contacted them again, explained they did not do what they promised and that I wanted to cancel my contract and get my money back. They said I could cancel but I have to pay 1/2 more months fee? Since they didn't deliver on their guarantee I expected to not pay more. They are extreamly rude on the phone, all they sudden they say they did deliver something just not what I wanted (or promised). In order to cancel they demanded that I sign a document promising to pay 1/2 months fee. Which I refused. Then when I called back again to request cancellation the lady on the phone, [redacted], hung up on me. That was after arguing and yelling at me. This place should be shut down.Desired Settlement: I want my $550 back.

Business

Response:

Internet Local Listings would like to start by apologizing for any inconvenience that this misunderstanding may have caused Mr. [redacted]. In receiving any information like this, we are sure to thoroughly investigate the account and listen to any phone calls to ensures that our reps are properly handling phone calls with our clients.

Review: Internet Local Listing had my authorization to charge my debit card one time. When I first spoke to them I emphasized that I needed something in writing sent to me as well as monthly bills so I could pay them month to month. The assured me both would be possible. I never received anything from the company but they continued to charge my card with out my knowledge. When I collected my monthly bank statements for taxes I realized they had been charging my card without my authorization every month. The company had promised me a front page Google search of my business but when looking for window cleaning in Fresno I did not show up at all. In researching further I discovered you have to search my business name along with my home address, which was never discussed or mentioned by Local Listings. I now have my home residence listed in conjunction with my business. When I called them to cancel and get a refund for them not providing me with service, they stated that because I had given them a credit card number once it was authorization for continued charges. 3 months after cancelling service, I received an e-mail stating I owed payments and they would be sending me to collections. They claim they never received my cancellation request and I now owe them for 3 additional months of service, which I never received any kind of service from June 2014 to now.Desired Settlement: Return of all monthly charges except the first initial month, along with a retraction of any possible notifications that may have been sent to collections and an apology letter.

Business

Response:

Internet Local Listings would like to start by apologizing for any inconvenience that this issue has caused you. Open receiving any feedback from our clients, we are sure to look into the account thoroughly to ensure that we are properly handling the account as we continuously work to improve and maintain our second-to-none quality for customer service. In looking into the details of this account, it is clear that Mr. [redacted] provided us with credit card information to process monthly payments in exchange for services and products from Internet Local Listings on June 16, 2014. We have no way of obtaining payment information from anyone without it being provided to us from that person and never process initial payment without permission from the client. It is explained to the client upon signing up that our products and services are set up on a monthly subscription basis as we continuously provide these products and services each month that the client is Active in our system. A receipt is sent to the client every month to notify that they are being billed as well. That being said, a receipt has been sent to Mr. [redacted] every month that he has been billed since June of 2014 until February of 2015 when the account entered a Failed Payment status. (We would be happy to provide Mr. [redacted] with proof that these were sent upon his request.)

Review: I filed a previous complaint against this company, #[redacted], regarding being repeatedly cold called at my private phone number from different phone numbers every time, making it impossible to know if I'm being called from this business or something I know from that area. I received an apology from the company and a promise that this would stop. I accepted this, believing that it would. In the apology, the business alluded to the fact that other businesses could also have my number, but since then, the recordings have all begun with "This is Sharon at your local [redacted]" whatever. When I press 1 to speak to someone, I ask who they are and they inform me that it is, once again, Internet Local Listings.

Side note, representing yourself as someone from [redacted], when you're NOT [redacted], is also fraud.

Since the closure of that complaint, the calls have escalated to every single day and have become harassing. I have directly called the company and spoken with higher ups that promise to remove me from their lists and the calls keep coming, only to have their customer service agents say there's nothing they can do or to hang up on me altogether. The following is a list of dates, times of day and from which number I have been cold called on my private cell phone number, a number that Internet Local Listings guaranteed they would stop calling.

2/4/15 - 8:03am - (213) 204-5148

2/3/15 - 3:43pm - (813)[redacted] 2/2/15 - 4:25pm - [redacted] 1/29/15 - 2:58pm - [redacted] 1/27/15 - 1:09pm - [redacted] 1/26/15 - 2:01pm - [redacted] 1/26/15 - 12:40pm - [redacted] 1/23/15 - 3:50pm - [redacted] As you can see, the calls have become more frequent and I have received one every day this week, sometimes from repeat numbers, despite asking every time to be removed from their lists.

If these calls do not stop, I will be filing a police report for harassment.Desired Settlement: I would like to be removed from ALL of Internet Local Listings cold calling lists and for this type of behavior to stop immediately. I'm tired of excuses and would like to stop flinching every single time I get a phone call from a number I don't recognize. I am trying to plan a wedding and taking phone calls all day from vendors and don't have time to be harassed by these people any longer.

Business

Response:

Again, Internet Local Listings would like to apologize for any inconvenience this issue has caused [redacted]. It is never our intention to harass anyone and it can be assured that these calls are not solely from our business. There are several other SEO Companies that have started using the same types of message using the name of Sharon and these companies have also started telling upset potential clients that they work for Internet Local Listings when, in fact, they do not. This matter is being thoroughly investigated and the message using [redacted] name is no longer used by our Account Executives. All guidelines are strictly adhered to and followed without waiver. At this point, the phone number in question, [redacted], has been manually entered into the system that we use to contact potential clients and will no longer be called. Again, Internet Local Listings would like to strongly suggest adding this phone number to the Do Not Call Lists of other SEO Companies as well - to further ensure that phone calls are not made to [redacted] business any longer. In closing, please feel free to contact us directly at [email protected] for any other assistance that [redacted] may request for this issue.

Review: I contracted this company to increase online visibility for my company. The problem started with their starting my contract 10 days prior to my signing the contract. They said this was standard practice since they had sent the contract on 11/13/15 even though I did not sign until 11/23/15. I was advised that it could take up to 45 days for the website and internet listing to be completed, the minimum contract time was 3 months. I was offered an additional month free if I was not satisfied with the service which they would not honor. They claimed that I had hundreds of calls and hits to the website when in fact I did not receive one legitimate call, the only calls received were telemarketers. I requested cancellation and signed the documents and since that time they continue to send cancellation documents. I of course should have done more research before signing up with them but later found numerous complaints online about the questionable legitimacy of their company. I also discovered that I could have done for my company free what they charged $200.00 a month for, a total of $600.00 for absolutely nothing in return. I am a small business struggling to make ends meet who was merely trying to do something I thought would give my business internet exposure. I realized too late that this was essentially a scam and I would like other companies not to fall prey to,Desired Settlement: I would like to be refunded the money I invested in good faith. This company has no proven legitimacy.

Business

Response:

Internet Local Listings would like to start by apologizing for any inconvenience that this may have caused for Mr. [redacted] and would like to address the concerns mentioned in the letter received. Upon signing up, the client is charged for services whether or not the contract has been signed and it is for this reason that we begin working on the account immediately. As good business practice, we do not accept money from a client and not work on their account until we receive the contract back because we understand that business owners are busy and it might take a while, in this case 10 days, to read through it and send it back. This also protects the client's 45 day guarantee since it starts from the day that the client signs up instead of later on when the client signs the contract. This is done simply to protect and provide the client with the services and guarantee that are promised upon signing up and paying.

Review: I signed up with the company in September 2014 after already dealing with them in February of the same year. I was told I would get some special features to get my website on the front of the page of Google like I had wanted for $250 a month. Was told I would get a lot of other things that did not seem to happen. Was billed for 2 months September and October 2014 with no action. Finally they told me I would get all my login information the minute I cancelled so I could go about it myself. I chose to cancel last night and asked for my login information that they said they would give me. They now told me to call google to transfer it to myself and they were deleting all my information. I tried calling Google on the number they gave me which does not work.Desired Settlement: I want a refund of all of my money and I want my login information that they said they would give to me.

Business

Response:

Internet Local Listings would like to start by

apologizing for any inconvenience that this issue may have caused you and would

also like to express our complete interest in providing each of our clients

with the best customer service possible. We take all comments and concerns very

seriously and thoroughly investigate everything so that we may continuously

improve our client care. Upon signing up for our services, Mr. [redacted] received, signed and sent back our contract (please refer to attached contract)

that is signed by all clients of Internet Local Listings so that a completely

transparent business agreement can be entered into by both parties. This

contract guarantees that the client will be ranking on the front page of Google

Local within 59 days of signing up for services for at least 2 keywords. Mr.

[redacted] signed up for services on September 25, 2014 and is currently ranking for

3 keywords on the front page of Google and Google Local (Google Maps) sections

(please refer to the attached screen shots). Mr. [redacted]'s billing was pushed in November, in accordance with our 59 day guarantee, because the business listing was not ranking on the first page. Mr. [redacted]'s billing was also pushed for the month of December and January, again in accordance with our 59 day guarantee. As of February 25, 2015, Mr. [redacted] was expected to pay again as his business was now ranking for 3 keywords on the front page.

A refund is not warranted to Mr. [redacted] as all promised products

and services have been provided for the business. Again, upon partnering with

Internet Local Listings, Mr. [redacted] signed our 3 month Contract that agreed to

the placement of the business online for at least 2 keywords in the Google

Local section within 59 days. Internet Local Listings did everything that was promised to the client by pushing billing for 3 months until the client was ranking, at which time billing was reinstated. We provided all log in information that we are able to give to our clients and have also given Mr. [redacted] all information necessary to be able to transfer the Google My Business listing to his own account for management. We are happy to explain this process again if necessary - Just call in at any time Monday through Friday between the hours of 7:30 AM and 4:30 PM PST and a representative will be happy to help. We are proud of

the success that Mr. [redacted]'s business is experiencing online and wish that we

could continue to provide this service for his business.

Business

Response:

Internet Local Listings apologizes, again, for any inconvenience that this occurrence may cause the client and ask that the client be understanding of the fact that, as a company, we operate off of the signed agreements that are thoroughly explained in the contract (again attached for review) so as to keep a completely transparent business relationship with our clients. The contract explicitly states that the client will receive a push in billing, which the client did, until the business is ranking for 2 or more keywords on the front page of Google and Internet Local Listings ensured that this was applied for the client. The client is also ranking on the front page for residential moving, furniture moving and commercial moving - all keywords that were included in their marketing campaign in accordance with the clients chosen keywords (selected during the on-boarding process when Internet Local Listings obtained all business information) and keywords chosen by our experts. These actions are clearly stated in the contract on Page 1 as follows: "Internet Local Listings marketing experts will select keywords in accordance with the client’s specific services and/or products and their website. Internet Local Listings may also change these keywords from time to time in order to drive more traffic to the client’s website." "The client may contact Internet Local Listings at any time to go over the progress of their keywords or to change or modify them. (See the “Guarantee” section)And email was also sent to Mr. [redacted] by one of our reps in December that included a list of the keywords that were being used for the Internet marketing campaign - At that point, Mr. [redacted] could have elected to change the keywords being used if he'd wanted to use different ones.

Review: I have received over 30 recorded sales calls on my cel phone from them. Every time I tell them to take me off the calling list and they keep calling. The represent themselves as a [redacted] provider but have nothing to do with google.Desired Settlement: Pay me for waking up my daughter and interrupting my life almost daily for months now. I plan to take legal action. This is beyond a mistake.

Business

Response:

Internet Local Listings would like to formally apologize for any

issues that have been pressed upon [redacted] in regards to receiving phone calls

concerning our internet marketing services. We take these issues very seriously

and have thoroughly investigated the matter. At this point, this problem has

been dealt with and handled accordingly. [redacted]'s phone number has been added

to our Do Not Call List as of February 17, 2015 and we are actively investigating any issues that we may be experiencing with our phone system as we update our Do Not Call List several times throughout each hour of the day. As a

precautionary measure, we would like to inform [redacted] that there are several

companies that provide the same services as Internet Local Listings that could

still be contacting the business number in question. We do not represent ourselves as Google and believe that you may be getting these phone calls from another company.

In closing, this issue has already been resolved as the phone

number in question - [redacted] - has been added to our active Do Not Call

List. If [redacted] has any other numbers that he would like added to the Do Not

Call List, they may be entered at any time using the form located at the bottom

of our website: www.internetlocallistings.com.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The company seems to very co-operative now that I have reached out to the Revdex.com. I have had my days scattered with interruptions for the past 2.5 months because of this sm company. My daughter has been awakened by the calls. Important calls for my business have been interrupted. I have been interrupted while working at my business. Every-time the phone rings and I see the randomly generated number I wonder if it is really them again. I run my business from my cel phone, so I have to answer every call. Whenever the call does not catch me in the middle of something, I answer, click through to the sales guy and ask the name of the company he works for. It is always Internet Local Listings and after asking the name of the caller a few times I gave up even asking. Here is a link to the Yelp site for you to see what others have experienced with this company. [redacted]

Review: They called posing as employees from [redacted]. Thinking they were actually legitimate, I signed up for $150 for unlimited [redacted] advertising with 10 key words. They charged my card for $259.99 then told me they needed access to my [redacted]+ account. I gave them management access, but he couldn't access it for some reason. He even asked for my password... which I didn't give him. He said he would call back to finish configuration. They did not call back, and they didn't deliver on the promised services. No [redacted] ads were ever placed. I also got a half finished contract from them which they probably never anticipated anyone to complete for them. I did not sign the contract, and I sent them an email to cancel and get a refund as they haven't delivered the services in after a week. A month later they charged my card for $159.99. This is literally theft.Desired Settlement: Refund the $259.99 + $159.99 initial fee and monthly fee. STOP CHARGING ME.

Business

Response:

Internet Local Listings takes every precaution to ensure that our clients know that we are not [redacted]. This is why we refer to our company as Internet Local Listings and send out Terms and Conditions that have our company logo and name listed throughout. While our representatives are informing clients about our services, [redacted] is mentioned several times as that is the basis of our offered services: front page placement on [redacted] Places. In the initial phone call, our representatives point our clients to the [redacted] Places section of [redacted] and show the client where their business will be listed. We have access to listening to all of the phone calls as we monitor them closely to ensure that our clients are not being given false promises. In listening to this phone call, the representative asked a series of questions to ensure that the client knew that we were not [redacted], the services that we would be providing the client with, what our goal was for the client's business listing and went over billing information so that the client knew what they would be charged each month and when they would be charged. The client complied with each of the questions and agreed to move on with our services, gave billing information to our representative and was transferred to [redacted], one of our pinning coordinators.

Our pinning coordinators are responsible for setting up a new [redacted] Places Page for clients that do not currently have one or for getting access to the clients existing [redacted] Places Page (same as the [redacted]+ Page) so that we can provide the work on the page that the client is paying us for. Since we are not [redacted], we do not have control over all of the issues that may arise when setting up a [redacted] Places Page or attempting to gain management access to an existing page and came across an issue while working through this account. The only reason we ask for a password is to assist the client in adding us as managers and gain access to be able to speak with [redacted] directly to solve the issue. Clients are always able to change their password as soon as we are able to resolve any issue that may occur. Our main goal is to always provide our clients with the services that they paid for and this is why we do ask for passwords when necessary.

Our records, both in our notes and through our phone records, indicate that we have attempted to reach the client ten, 10, times and have not been able to reach anyone at the provided phone number that we have one file: ###-###-####. This is also the only phone number that is listed on the clients website as we always check the website for any additional phone numbers that we may be able to reach them at. While setting up the account for the client, the client was asked if there was an alternate phone number that they may be reached at for account correspondence and our pinning coordinator was told, "no". Unfortunately, the client did not provide us with the phone number included in this complaint so we had no way of reaching them at this phone number but several attempts were made in order to correspond with the client.

The following dates are when we attempted to speak with the client:

Initial conversation: 4/25/2014

Follow up because we did not receive an invitation to become a manager of the G+ Page: 4/28/2014

2nd follow up: 4/30/2014 called - no answering machine available to leave message.

3rd follow up: 5/1/2014 called - no answering machine available to leave message.

4th follow up: 5/5/2014 called - no answering machine available to leave message.

5th follow up: 5/6/2014 called - no answering machine available to leave message. Sent email.

6th follow up: 5/9/2014 called in the AM and again at 1:00 PM PST.

7th follow up: 5/12/2014 called - no answering machine available to leave message.

8th follow up: 5/16/2014 called - no answering machine available to leave message.

9th follow up: 5/20/2014 called - no answering machine available to leave message.

This information shows the amount of times we attempted to correspond with the client and even though the client never answered or got back to us (through phone communication or email) we continued to work on the account as the client had paid for our services. We do not promise placement of [redacted] Ads as we do not provide [redacted] Ad Words to our clients and use that as one of our main points in teaching the clients about our products and services: because we do not provide [redacted] Ad Words, we are able to provide unlimited clicks on your account instead of only allowing the allotted amount that is paid for each day. In listening to the recorded call that the representative had with the client, this was thoroughly explained and showed to the client on [redacted] to ensure that the client had a full understanding of what was being offered.

The contract that we sent to the client was a complete contract and is the same contract that we send to all of our clients. There are spaces that are left blank for the client to fill out so there may have been a misunderstanding in looking through the contract and thinking that it was only "half finished". We leave places for our client's to fill out the information themselves as another way to ensure that the client is fully understanding of what services and products are being provided for the price paid and as a better way for us to ensure that we have all of the correct information.

Like any business, we have certain procedures that must be followed in certain situations. When a client emails us to cancel and requests a refund, we must speak with the client before processing either request. We attempted to speak with the client to work through all of the issues and to provide a refund if warranted but were unable to speak with the client at any time. Our billing department must communicate with each client that requests a refund in order to process the refund as we do not allow anyone to process sales or refunds without having explicit consent from the client. We do this to ensure that clients know when money is coming and going and do not want to cause any issues.

Internet Local Listings focuses on maintaining integrity that provides honest work and communication with each and every one of our clients and would never take money without the given permission from the client. We do place all of our clients into auto billing as we provide work on their accounts throughout each month and this is why the client was billed again. We are more than happy to discuss the issues with the client and further investigate the possibility of a refund but need to speak with the client on the phone in order to do so per company standards and codes. We ask that the client call us at any time, Monday through Friday, between 8:00 am and 4:00 pm PST to speak with a member of our billing department so we can settle any issue there might be.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

In order for me to believe this response, please attach the full audio file. Transcripts can be altered. The agent definitely introduced himself as "from Google" and because of my great Yelp rating, he said I qualified for unlimited google ad clicks with 10 keywords. The goal when they charged me were the google ads with 10 keywords which [redacted] had me choose on the call. Your response contradicts what I was charged for on the phone.

I did not sign the contact so any charges are void. I definitely should not have been charged the monthly fee which the agent said was $150 a month not $159.99.

Regards,

Business

Response:

Like all businesses, Internet Local Listings has strict guidelines and policies in order to protect the privacy of our clients and business procedures. Unfortunately, we are unable to release recordings to clients for this reason. Our services offer unlimited clicks because, unlike Google AdWords, clients do not have to pay-per-click and we are able to provide work on 10 keywords the enhance your business's online profile. Internet Local Listings services are different from Google AdWords in that you do not have to select certain keywords to pay to see in an ad that does not consistently stay in one place on the search engine results page. Internet Local Listings provides front page placement that stays consistently through our continued work throughout each month. We understand that this could have been misunderstood when the client signed up for our services and that is why, again, we send the Terms and Conditions. We cannot force our clients to read through them but we strongly encourage them to do so so as to avoid any misunderstandings such as this. The sales representative told the client that they would be charged when the client agreed to read the information from their credit card and provide us with billing information such as the name on the card and billing address. It should be noted that the Terms and Conditions do not count as approval to charge our clients and that approval to charge clients comes verbally when they agree to provide us with all billing information. Knowing that we take payment the day that the client signs up for our services, we are sure to provide work on their account right away by transferring them to a pinning coordinator and getting their account set up. From here, the work is transferred to various other departments to continue providing work to the client; whether or not the Terms and Conditions are signed. Internet Local Listings operates on strict guidelines to ensure that clients receive the work that they pay for and that is why work is provided from the day that the client signs up for our services. All billing information is also located in the Terms and Conditions to ensure that the client understands everything but, again, we cannot force our clients to read the Terms and Conditions. Billing information is, however, discussed from the pinning coordinator through initial conversation with the client to ensure the client agrees with what they will be charged. As previously stated, we have no problem discussing the situation about the account with the client and making a decision that best fits their needs. We have attempted to reach the client numerous times to resolve the issue but have not received any phone calls back. It is our goal to explain to the client what they have paid for because the services that they've provided compensation for have been provided. At this point, the client has been cancelled out and will not be billed again from Internet Local Listings.

A big Lie. scam in every aspect, they tell you in the beginning that your business, goes on the second page within a three weeks and on the first page less than 4 months, my business can not be find using any sort of keywords, Not even on 40th page of Google. Completely false business. I paid more than $700 so far and Not a single improvement in any search engine happened to my listing.

Excellent and fast service! thanks Devon!

Review: Internet Local Listings contacted in me in September 2015 to provide advertising services that would help make my business more visible on the internet. They created a website that looked very amateurish and changed my google business page account to reflect this website instead of the website I originally had on the google page. They also changed my phone number so it would go through their system instead to my own phone number. I did not receive any new business from their service although they claimed that my search engine ratings were very high. In December 2015 I asked them to cancel my account. They supposedly tried to call me although I never received a voicemail from them so they could give me a better deal. January 2016 came along and they billed me again. When I called them again they said they could drop my price if I signed a contract with them. When I reviewed the contract I determined it was too restrictive for me and did not give me recourse to cancel for a year. I called them back on Feb 12th before the next charge was to come up and left a message for them to cancel my account and I would not sign the contract. They sent me an email on Feb 16, the day after the billing date, and I called them immediately. The customer service rep Sean Jones said that he could cancel the account but could not stop the charge to my credit card for February 2016. I spoke to a manager (I did not get her name) who claimed that she could also not stop the credit card charge although I spoke to her for several minutes about it. Overall, this service did not work for me and the customer service was poor. I would not recommend this business to any other small business.Desired Settlement: I would like all the charges from September 2015 to February 2016 to be refunded to me. The charge was $199 per month so the total is $1,194.

Thank you for your assistance!

Business

Response:

Internet Local Listings has resolved this issue with the client and has processed a refund in the amount of $199.99 for the payment that was made on February 16, 2016. The client sent an email to our Customer Service Representative on January 19 and agreed to continue with services for $99.99 a month - please see attached screen shot image of this email correspondence. The client was not charged $99.99 for the month of February because we never received the second contract from her agreeing to these billing terms, which is required for payment to change. Any further request for a refund is not warranted as the client clearly agreed to continue services in January of 2016 and was already refunded for the billing that occurred in February 2016.

Review: Telemarketing Randomly. My number is on the FTC Do not solicit list as of 2009. Complaint filed there as well. If you waste my time Ill waste yours through theses mediums!

Business

Response:

Internet Local Listings would like to formally apologize for any issues that have been pressed upon J. [redacted] in regards to receiving phone calls concerning our internet marketing services. We take these issues very seriously and have thoroughly investigated the matter. At this point, this problem has been dealt with and handled accordingly. J. [redacted]'s phone number has been added to our Do Not Call List as of May 1, 2015. As a precautionary measure, we would like to inform J. [redacted] that there are several companies that provide the same services as Internet Local Listings that could still be contacting the business number in question. In closing, this issue has already been resolved as the phone number in question - [redacted] - has been added to our active Do Not Call List. If J. [redacted] has any other numbers that he would like added to the Do Not Call List, they may be entered at any time using the form located at the bottom of our website: www.internetlocallistings.com.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

*. [redacted]

Business

Response:

Internet Local Listings would like to formally apologize for any issues that have been pressed upon J. [redacted] in regards to receiving phone calls concerning our internet marketing services. We take these issues very seriously and have thoroughly investigated the matter. At this point, this problem has been dealt with and handled accordingly. J. [redacted]'s phone number has been added to our Do Not Call List as of May 1, 2015. As a precautionary measure, we would like to inform J. [redacted] that there are several companies that provide the same services as Internet Local Listings that could still be contacting the business number in question. In closing, this issue has already been resolved as the phone number in question - [redacted] - has been added to our active Do Not Call List. If J. [redacted] has any other numbers that he would like added to the Do Not Call List, they may be entered at any time using the form located at the bottom of our website: www.internetlocallistings.com.

Review: I received a phone call from [redacted], my local [redacted] specialist. Naturally, I thought [redacted] was calling, so I pressed "1" as the message had prompted me to do so. I was the redirected to a sales guy who definitely sold me with his sales pitch. He spoke extremely quickly and was unclear on the terms but made it clear that we would be on front page [redacted]. He sent over the contract, which he read to me over the phone, extremely quick, and told me "you dont need to read the contract as I have just read it to you, just sign and return as soon as possible" I should have realized at this point, but I didn't. I signed the document and returned to the company, after this point, there was no contact as promised, they did not send a payment receipt or invoice, they did not contact me for anything! I got a weird feeling and researched the company, there are 90% negative reviews and 10% positive which I believe they posted themselves. I called in to cancel after 2 weeks, they want me to pay for 6 months of service!! They argued me told me I was misinformed, which is their fault! They will not do anything for me! They have threatened me with collections AND sending my file to their legal department because I told them I consulted a lawyer. I didnt hire a lawyer I just wanted to know my rights. Very difficult to deal with, they are NOT customer service oriented, and they are simply in it for the money! Rude, degrading, ignorant, and full of threats! I am not happy!Desired Settlement: I dont care about the $229 USD that I have wasted on this company, but I would appreciate, being that I was only signed on for 2 weeks, that they offer me a "cooling off period" and allow me to cancel without penalty. I dont care if it is in the contract, these are not proper business practices.

Business

Response:

Internet Local Listings would like to start by apologizing for any inconvenience that this matter may have caused Ms. [redacted] and would also like to make sure that all parties involved understand the seriousness with which we take this report. In investigating this occurrence, we listened to the phone calls involved to ensure that our sales representative accurately explained our products, services and terms of these as well.

Review: I've signed a contract with this company to appear my business on the first page of Google with the search keywords.

I've paid $240 on January 21st, $169 on February 21st and $169 on March 21st but till now nothing happened. My business name is not appeared on the Google page.

Several times, I've talked to this company but the situation is still same, it's not resolved. They have sent some screenshot searched as " frozen yogurt m6g1b5 " which means with my postal code. It is strange that no one search the business or product with the postal code of the business.

I'm asking to refund me for the payments I made but they are not responding.

Absolutely, this company is cheating the customers! I've read many complaints about this company.

Business

Response:

Internet Local Listings would like to start by apologizing for any inconvenience that this matter may have caused Mr. [redacted]. It is of utmost importance that we thoroughly investigate any feedback that we receive from our clients to ensure that we are continuously improving our products and services on a daily basis. In looking into the described issue that was submitted by Mr. [redacted], we have noticed that he has spoken with our customer support team on several occasions to work through any misunderstandings and issues that were being had with our Internet marketing campaign for [redacted]'s Frozen Yogurt. Attached is a copy of the contract that was signed by Mr. [redacted] that agreed to ranking locally for a minimum of 2 keywords and it has been explained to him that we fulfilled our agreement in the screenshots of the 5 keywords that [redacted]'s Frozen Yogurt is ranking for on the front page of Google. One of our representatives, Steven, spoke with Mr. [redacted] on the 24th of March in which it was agreed that Mr. [redacted] would continue services with us. A ranking report request was sent to our Account Success Expert's Team and they provided Mr. [redacted] with screen shots of the keywords that his business is showing up for on the front page of Google. After sending this information, our representative has not heard back from Mr. [redacted] and it is assumed that these results had satisfied our client.

Review: I got a cell phone number within the last couple of months. Apparently based on some calls I have received it used to belong to someone who owned a business. I have repeatedly been receiving calls form internet local listing inc. to sell a google listing. On repeated occasions I called the number back it instructs to press any number and your phone number will be removed. When I did reach an individual who answered the phone and I indicated that I wanted my number removed from their list I was hung up on. Today out of sheer frustration over weeks of calls I looked the company up on the internet and contacted them only to be met with challenging questions that were irrelevant when I indicated that I wanted my number removed such as well your a business aren't you? I did say that I found the calls harassing and the person stated that I was the person calling them.Desired Settlement: I want my number removed and a formal written apology.

Business

Response:

Internet Local Listings works diligently to ensure that each person we speak with has their requests met; whether signing up for an account, requesting assistance or requesting to be added to our "Do Not Call List". In receiving this complaint, we would like to explain that we have a cell phone blocking software that we use when dialing out that scrubs each phone number to ensure that we do not call cellular devices. It seems as though Mrs. [redacted] may have been receiving phone calls from another SEO company as there are thousands across the United States that dial to the United States, Canada and more. That being said, we have added the phone number in question to our Do Not Call List using the number provided and have looked up the area code for the city that Mrs. [redacted] resides in: ###-###-####.

If Mrs. [redacted] has multiple numbers that may be connected to previous business phone numbers, we are more than happy to accommodate Mrs. [redacted] in adding each of them to our Do Not Call List and will simply need to be informed of the phone numbers.

As far as the conduct carried on when Mrs. [redacted] called in and pressed a number to be added to our Do Not Call List, it is possible that the wrong phone number was pressed as the person receiving the call must press 9 to be added to the list. If the wrong number was pressed, as seems to be the case in this situation, it was most likely a number connected to our sales staff at which point our sales representative was under the impression that Mrs. [redacted] may be interested in receiving services. After listening to the recorded phone calls, the first sales representative believed that Mrs. [redacted] wanted to sign up for our services and asked if she was the business owner, as is included in the first part of their script, when Mrs. [redacted] explained that she was not the business owner, the sales representative hung up the phone but stated that they did add the phone number to the Do Not Call List. In accordance with our strict policies and procedures to ensure that all peoples that we speak with are helped regardless of the issue, we have reprimanded the sales representative for their actions in this situation.

We sincerely apologize for any inconvenience or misconception of the situation at hand and would like to thoroughly ensure Mrs. [redacted] that it was not our intention for this situation to occur in this manner. We assure Mrs. [redacted] that the phone number has been added to the Do Not Call List and if there are other phone numbers that are being called from Internet Local Listings, we only ask that we receive a list of them so we are able to add them to our Do Not Call List as well.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.That is not the detail of the two calls that I remember. As calls are recorded and of course I consent to have these released to you I may suggest that a review of the calls may speak more clearly as to my complaint.

Regards,

Business

Response:

In response to the rejection of our formal apology, Internet Local Listings would like to attach the only 2 phone calls that we received from Mrs. [redacted] from the phone number included in this complaint: ###-###-####.

In our initial response, it was explained that there was a possibility that the wrong number was chosen by Mrs. [redacted] when attempting to be removed from our call list and, as you can hear in the first recording, our sales representative was under the impression that Mrs. [redacted] was interested in purchasing our services. When our sales representative learned that Mrs. [redacted] was not interested, she hung up so as to assist another interested client. Also stated in our initial response, Andrea has been reprimanded for hanging up on Mrs. [redacted] in the form of a formal write-up as this is the only incident that we have from her.

The second recording is a clear indication of how the second and last phone call went. When our sales representative, Carlos, answered the phone, he assisted Mrs. [redacted] to the best of her ability but did not add the phone number to the Do Not Call List because it was never requested. Unfortunately, our sales representatives do not add phone numbers to our Do Not Call List unless requested by the client because they have no way of knowing unless they are told.

At this point, we have added the phone number to our Do Not Call List and have thoroughly researched the only 2 answered phone calls that we have from Mrs. [redacted]. Internet Local Listings feels as though we have adequately addressed the issue at hand by reprimanding the employee heard in the first recording, adding the phone number to the Do Not Call List and apologizing for any inconvenience we have caused Mrs. [redacted].

Review: We hired this company and was told that they would only bill us if the business we were advertising was number one on the [redacted] search engine. It never was. Then my wife called in because they had all of the wrong information on my listing which never showed up on [redacted] as it should have they said they changed the information and instead they put her work number on my listing so when clients called they were calling my wife's work which is a lawyer. We called to cancel and they state that we agreed to stay using there services we have called a number of times to cancel now they have placed us in collections the supervisor I spoke to on 5/12/2015 laughed at me and hung up on me!Desired Settlement: To zero my balance because the services we were promised never happened and to cancel my account as I had requested as well as remove us from collections!

Business

Response:

Internet Local Listings would like to start by apologizing for any inconvenience this issue has caused Mr. [redacted]. Whenever we receive any information from our clients, we are sure to look into it thoroughly to ensure that our accounts are handled properly by everyone that represents our company as we take pride in provided second-to-none customer service. In looking into this issue, we understand the confusion that may have occurred between the client and our Customer Service and Accounts Receivable department. Upon signing up for services, a Contract was sent to Mr. [redacted] to ensure that he understood everything that our products and services entailed and what our policies and procedures encompass. This Contract is sent out to all of our clients to ensure that each of our clients is aware of how accounts are handled from start to finish and what they can expect. In our contract, it states that only the primary name on the account, in this case Sean [redacted], can cancel the account or make major changes to it. This is for the protection of our clients as we have experienced issues in the past in which someone else will call in and make changes that are unauthorized by the account holder. On February 4, 2015 Mr. [redacted] wife called in to speak with someone about cancelling services and because she was not the primary account holder, we were unable to cancel services and explained to her that we needed to speak with her husband. At that point, a representative contact her husband, the account holder, and Mr. [redacted] agreed to continue services and stated that he would contact us on the 10th to decide if he wanted to continue service. On February 9, 2015, the clients wife called in again and attempted to cancel services and because we had already spoke with the account holder, Mr. [redacted], who stated he would contact us if he wanted to cancel, the account was not cancelled out. In conclusion, we were only staying in compliance with the signed Contract so as to ensure that both Internet Local Listings and the client understood the terms and how things were to be handled.