Internet Local Listings

Revdex.com:
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]

Revdex.com:
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]

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]' phone number has been added
to our Do Not Call List as of February 17, 2015 and we are actively searching
for the phone call recordings to ensure that the agent responsible is
reprimanded as we have a no-tolerance policy for these matters. 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.
 
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.

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.

Revdex.com:
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]
Four months is way to long to be working on making my ad appear. They did not give me any services for the money I paid them and I would still like that refund, sorry Internet Listings but thats all I want is the refund. [redacted]

Internet Local Listings would like to start by confirming that we have not held $[redacted] from [redacted] and had charged the client a total of $[redacted] of which $[redacted] was refunded: leaving a charged total of $[redacted]. We would like to be clear on the amount that [redacted] was charged because we have...

strict policies in place in regards to our billing procedures and want to ensure that the client understands this. We would also like to start with apologizing for any miscommunication that may have occured between [redacted] and any of our representatives. We work hard to maintain a completely transparent relationship between ourselves and our clients and start that by sending the same Terms and Conditions to every client that begins an internet marketing campaign with us. In the attached file, a copy of the Terms and Conditions that were signed by [redacted] shows acknowledgement of the products and services offered in the package that was purchased, as well as a complete description of our fifty-nine, 59, Day Guarantee. The webpage in question is the Google Business Page that we created that can be found at [redacted]. Upon looking at this webpage, the number of page views can be seen totaling[redacted] views that did not exist before [redacted] started the internet marketing campaign with Internet Local Listings. While the client is ranking on the first page for on keyword, (leak proof roofing, Schenectady) that does not fit within our guidelines for our fifty-nine,  59, Day Guarantee, which is why billing was pushed for the client in August after [redacted] paid for two, 2, months of service. The guarantee states, simply, that if a client is not ranking for two, 2, or more keywords after fifty-nine, 59, days of service, the client will not be billed until their business can be found on the front page for more than one, 1, keyword. In compliance with the Terms and Conditions that were sent to be [redacted] and signed by him, we pushed billing for the client when his business did not show up in front page search results of Google and, in fact, we refunded [redacted] to satisfy any issues that were had. Since [redacted] cancelled services with Internet Local Listings on September 18, 2014, work has not been done on the account. Internet Local Listings is more than happy to welcome [redacted] back to work on an internet marketing campaign that will bring success. We've recently rolled out new products that will benefit [redacted] and we hope to be working with [redacted] soon to share these innovative products with him. In closing, the Terms and Conditions that were signed and agreed to by [redacted] were carefully complied with and all products, services and/or pushing in billing was provided as promised via these Terms and Conditions.  Internet Local Listings takes pride in abiding by these Terms and Conditions to ensure that a transparent business relationship is started and maintained throughout the duration of the internet marketing campaign and did so in this case: a webpage was created and billing was pushed when the business listing could only be found on the front page for one keyword. We hope that [redacted] can understand and may decide to work with us again so we may bring success to [redacted].

Internet Local Listings would like to start by apologizing for any inconvenience that Ms. [redacted] has experienced in the duration of her time as a client with us. We take everything that our clients send us very seriously and are sure to thoroughly look into each account to ensure that we provided...

the client with the products, services and second-to-none client care that we strive for each day. In researching this account, we found that the client signed the contract sent to her (please refer to attached document) acknowledging the products and services that would be provided and all of the terms stated in the contract itself.The Google verification code was submitted and the listing was built out. This can be viewed at this link: Google My Business search link. This link also shows some of the directory listings that we entered the clients information into - like [redacted] and [redacted]. Please also reference the "210812 Insights" documents attached that show the amount of profile views in the last 30 days as well as the profile views for the last 90 days. You'll notice that the first screen shot shows that there has been a decrease in [redacted] and views - this is due to the client cancelling and Internet Local Listings no longer being able to provide services to maintain the listing. You can also see where the profile views began on April 16 when Ms. [redacted] called in to provide us with the Google verification code. The URL for the website was purchased on April 10  and was created on the same day (again, please refer to the attached files). Unfortunately, we are unaware of what blog the internet searches were being directed toward as the only URLs that we have in accordance with this account are the one that we created : http://bestwaterfrontconstructionla.com/ and the clients original website: http://www.bylandorseaconstruction.com/. The website that we created contains all of the customized content that we created for the client, which was also a part of the package that was purchased. In the contract, it states that, "Internet Local Listings may also change these keywords from time to time in order to drive more traffic to the client’s website." The keywords were modified from the original selection so that they would perform better and relate more strongly to what potential customers in this businesses area are actively searching for.  However, the business was found on the internet at that time (please see attached Ranking Report from June 9 and is still actively found on the internet through the following search results (links below):[redacted]The contract also states that ranking is only possible through the use of our provided Branded Website or a purchased Premium Website.  As you can see, these search results display the Branded Website that we created for the client in accordance with what our contract states. This Branded Website also links directly to the clients website in order to maximize traffic for their original website as well. Hopefully the above information clearly explains the products, services and results that Ms. [redacted] received from Internet Local Listings. We understand that there may have been some confusion and do apologize, again, for any inconvenience that was pressed upon Ms. [redacted].  Ms. [redacted] was not warranted a refund because Internet Local Listings provided all of the promised products and services that were agreed to upon signing up and signing the contract. As a courtesy, we did not bill the client even though  the contract states that the client must cancel at least 7 days prior to their next billing date. The reason Ms. [redacted] was told that she would be billed for services again is because she called in 4 days prior to the next billing date but, again, we will not charge the $199.99 as a courtesy. We are more than happy to speak with Ms. [redacted] to further discuss and explain her account through a phone call or an email to [email protected] Thank you.

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. Ms. [redacted]'s phone number has been added to our Do Not Call List as of January 9, 2014 and we are actively searching for the phone call recordings to ensure that the agent responsible is reprimanded as we have a no-tolerance policy for these matters. 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.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. We've also added the fax number - [redacted] - just in case. 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.

Revdex.com:
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,
[redacted]

Internet Local Listings would like to start by informing [redacted] that we take each and every one of these reports seriously and do our part to investigate them thoroughly in order to better provide services to our clients. In researching this case, we have identified the client and all notes...

listed on the account, dating back from the day that they entered into a business agreement with Internet Local Listings and through the date of their effective cancellation on January 12, 2015. When [redacted] signed up for services, he signed our three, 3, month contract acknowledging all of the terms and conditions of the business agreement. We have listened the phone call that was recorded between [redacted] and our Account Executive [redacted] and heard no conversation about having "key word access to Google" and are not sure when this was spoken about but can assure [redacted] that none of our clients have Google access to keyword information of any type. We do have a Reporting tool that is made available to all clients and the log in information was sent to [redacted] from Rodrigo Vallejo on November 18, 2014 so that he could access our Reporting dashboard and verify his rankings. A Ranking Report displaying his rankings was also sent at this time. [redacted] can also view the attached file titled "Ranking Report [redacted]" for verification of this information. This contract included all of the services and products that we would be providing [redacted] with and each and every one of these was provided per the signed contracted agreement. The client was listed in over fifty, 50, online directories, a Google My Business account was set up, activated, created and monitored (please visit the URL to confirm [redacted]- ). We created a Branded Website, YouTube video and custom written content to continue our services and products for [redacted]. In closing, a refund is not warranted as all promised products and services according to the Contract signed between the business owner and Internet Local Listings were  delivered to the client as well as first page placement on Google for four, 4, keywords of the guaranteed two, 2, keywords. As a courtesy, [redacted] was able to cancel with Internet Local Listings six, 6, days prior to the next billing date without being held responsible for the next billing date, as is defined a responsibility of the client in the Contract on page four, 4, under the "C" Section titled "Cancellation", which states that any client cancelling less than seven, 7, days prior to the next due billing date is held responsible for the next months payment. We are more than happy to assist [redacted] with any questions about what products and services have been provided but cannot warrant a refund as all work promised has been provided.

Revdex.com:
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]
This is a pack of total lies. The first month we paid $219, nothing was happening so I called up internet local listings and asked what was going on. At this point I was told they guaranteed 45 days to get us up on the front page of the listings and was informed to make a monthly payment of $169.99 I paid it and  nothing happened. I am old and not that computer friendly as if I would have researched online I would have seen nothing but bad reviews on them. Right now it is 14:25hrs and I just received another call trying to get our business from these people. I hope that they are stopped and not allowed to swindle anyone else.

Revdex.com:
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.
Local internet listings...

contract implies that the client receives a high level of service during the first 60 days that would, under normal circumstances, have their website on the first page. Statements such as: (paraphrased) some sites appear in as little as XX days; and often it may be 3 to 4 weeks (less than the 60 days) imply that those that go over 60 days are the exception rather than the rule. In reviewing many of the other complaints filed with the Revdex.com it appears that over 60 days may be the rule rather than the exception. Regardless of what the contract says, the sales and marketing folks clearly indicate there is a high degree of probability the clients site will reach the first page in short order. For a business that is struggling this often represents a "last ditch" effort to turn things around.When I received the email at the 60 day mark stating that they had just received the contract and that I needed to be patient because they were just getting started I became rather upset and that's when I checked the Revdex.com site. Mistake or not, their own statement clearly indicated to me that they had not fulfilled the obligation outlined in the contract. Based on what I read on the Revdex.com site and in the Internet local listings email I made the business decision to cut my losses. I was in the red and couldn't afford to have ILL charge me for another month when their marketing strategy wasn't paying off. By the contract, there is advance notice required for cancellation and that's what I provided.  I'm requesting the refund based on non-performance, no results and their own admission that they were only beginning to take action at the 60 day mark.
Regards,
[redacted]

Internet Local Listings would like to start by apologizing for any inconvenience that this issue may have caused for Ms. Montgomery. In looking into this information, we have already resolved this issue with Ms. [redacted] and have provided a refunded and waived the agreed to early termination fee...

(ETF) as a courtesy to the client. Please see the attached signed contract with all of the information about the agreement for ETF and statement that refunds are not warranted as clients receive products and services for the purchased amounts.  Thank you.

Revdex.com:
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]
Dear Revdex.com and Internet Local Listings the check should have been here weeks ago so the address should not matter as of today,but as far as the addresses go,the [redacted] is my buisness and the [redacted] is my home,so either way I would get it,and we've been DISCONNECTED several times whether accidently or purposely....

Internet Local Listings would like to start by apologizing for any inconvenience that this matter may have caused for Mr. [redacted]. In addressing the concerns mentioned by Mr. [redacted], the reps at Internet Local Listings were quick to respond to any inquiries, change requests, etc. that Mr. [redacted] had...

and attempted to contact Mr. [redacted] 15 times from where the initial problem occurred. The account fell into bad standings and we attempted to reach out to Mr. [redacted] to update Credit Card information and from that moment on, we had a difficult time getting a hold of him. We attempted contact 10 times between 7/13 and 8/9 and were finally able to speak with Mr. [redacted] on 8/9. At that time, Mr. [redacted] said he would take a look at the website and contract again and we attempted contact 5 more times between 8/10 and 8/26 before sending an email notifying Mr. [redacted] that the account would be sent to collections if we did not hear back from him. Since the reps never received a phone call or email back from Mr. [redacted], the account was sent to collections in accordance with the signed contract and is no longer in the hands of Internet Local Listings. We tried several times to work out an agreement with Mr. [redacted] but were not able to secure a conversation that would allow us to do so. Internet Local Listings did uphold our end of the contract and replaced the generic photos (that are used in case a client does not send in their own) with the photos that the client sent in. We will do our best to reach out to the collection company and request that they work flexibly with Mr. [redacted] upon contact. Mr. [redacted] can also call into our billing department in an attempt to resolve it with us in which case we will relinquish the account from the Collections company.  Thank you.

Internet Local Listings would like to formally apologize for any issues that have been pressed upon Mr. [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. Mr. [redacted]'s phone number has been added to our Do Not Call List as of April 6, 2016 and we are actively searching for the phone call recordings to ensure that the agent responsible is reprimanded as we have a no-tolerance policy for these matters. As a precautionary measure, we would like to inform Mr. [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. We have also added the secondary number provided - [redacted]. If Mr. [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.

Internet Local Listings would like to start by saying that the goal that we have for all of our clients is to see their business on the front pages of Google in the local section and that is why we provide the products and services needed to gain front page presence. Unfortunately, for some of our...

clients, we are not able to meet our goal as quickly as we'd like. There are many factors that could affect the ranking of the business listing and we do everything that we can to overcome these issues but it ultimately just takes time. 
 
Our services are available on a month-to-month basis and this allows business owners the flexibility of making decisions to continue or discontinue with our services each month. If a client does not call in and cancel services, we continue to work on their account because the services and products have been paid for. Once a client cancels their account with us, we discontinue all work on their account. That being said, Ms. [redacted] called in to cancel services in August and work on the account stopped at that point. The money that was billed to Ms. [redacted] for the four, 4, months of service that she received was paid to Internet Local Listings to continue receiving the products and services that were provided each month and this is why a refund was not warranted upon Ms. [redacted] cancelling services. We understand that there was a statement about a refund made by one of our customer service representatives, Terrence, and we apologize for the miscommunication as our customer service representatives do not make decisions on behalf of the billing department. As previously stated, if a client chooses to cancel services, work on the account stops meaning that all progress on the account also stops, which is why the business listing was not found on the front page of Google one month later. 
 
In closing, Internet Local Listings would like to issue a formal apology for any misunderstanding that there was in regards to a refund being warranted. Unfortunately, a refund is not warranted because all payments made to Internet Local Listings by Ms. [redacted] were to secure products and services that were provided to the account each month. We understand the frustration in not seeing the business listing on the front page of Google but we do not sell the front page of Google, we sell the products and services necessary to hopefully find your business on the front page of Google and these products and services were provided to Ms. [redacted] each month that we received payment for services.

Internet Local Listings would, again, like to start by apologizing for any inconvenience this has brought upon Mr. [redacted]. While it may seem that we are only being repetitive, we ask for the patience of Mr. [redacted] as we are only responding to each issue that is brought up in these responses. We also hope that it is understood that we are not providing a "spin or story" and are addressing this situation in an acceptable manner and are being honest in our responses in regards to this account and the contract that was signed. In doing so, we are able to accurately address the work that was provided to the business that was agreed to by Mr. [redacted]. We have, again, attached all of the files for Mr. [redacted]'s review as they clearly display a signed and agreed to Contract and proof that results were provided to Fine Line Motorsports Inc. Again, the following will address each issue brought up by Mr. [redacted] in the rejection of our initial response. We provide all of our clients with a Branded Website that matches the template that was provided to Fine Line Motorsports, Inc. and respect Mr. [redacted]'s opinion of the site. Premium websites are available for clients to purchase if they want a full customizable website as they are not provided with our Starter Package. We use the Branded Websites for all of our clients as a cost effective solution to have a website created for their business and as a part of our marketing campaigns. During the initial sales call, it was explained to Mr. [redacted] that he would be receiving a Branded Website and that we could hyperlink the clients existing site to the Branded Website as many of our clients with existing Websites want to drive traffic to them. Again, this Branded Website is included as an affordable means for business owners to have a Website and is able to incorporate photos from the business owner. We offer Premium Websites for purchase and in our Apex Package and it is these websites that are completely customizable, as clients pay more for the creation of them. The website hosting and domain name are purchased by Internet Local Listings, the website content is written by our content writing team and our website development team puts the website together and ensures that all back end SEO tools are in tact so that the website will perform properly and get the results that we work for for our clients. The cost is not zero dollars as each of these steps requires time and money by our teams that work on our client's accounts. As for the directories that we list businesses in, we are able to create a listing without needing verification from the business owner and also suppress any duplicate listings that there might be of that business throughout these online business listings. This plays a very important part of the online success of these business listings as having duplicate information with mismatched phone numbers, addresses, etc. causes ranking issues. We have a fully staffed team that is in charge of creating these business listings  for all of our clients. While they are free to utilize, our marketing campaigns relieve business owners from having to take up time to create and manage these listings. Business owners are busy and may not have the time in their schedules to sit down and claim and verify each of these listings and that is part of what business owners are paying for when hiring Internet Local Listings for their internet marketing campaigns. If what we offered was "zero dollars", we would be able to offer our packages at a much less cost but, as a business, we do charge for our marketing packages because it costs us to create, manage and maintain each aspect of the campaign that is offered to the client.We would like to, again, point out that page 4 of the signed contract explicitly states, "PLEASE NOTE: Internet Local Listings does not promise a return of investment to the client for any of the offered and/or provided services or products." Return of investment cannot be guaranteed to our clients because we cannot guarantee that new customers will choose to hire or utilize our client's business and this is why we guarantee ranking on the front page of Google and in the Google Local (maps section - see page 2 of the signed contract) - because we can guarantee that our work will place our client's businesses there. Our 45 day guarantee promises a one month push in billing at the end of the 3 month contracted term if the business is not found on the first page. Internet Local Listings would like to make it known that we do not have any outsourced employees and that our employees do not influence the insights on any website, Google My Business page, directory listing, etc. as this is not a healthy practice of business and is not fostered by any department of Internet Local Listings. The insights (see attached image) are 100% authentic and clearly depict the timeline of the listing (note that it's beginning was when Internet Local Listings set up, created and began managing the page) and the number of times it has been seen in search results on Google. This also shows that work was being done on the account from the day that Mr. [redacted] signed up for services and listings may not have shown up because, in conjunction with the Welcome Email that was sent the day of purchase, work is done on the account throughout the timeline of the account. One of the reasons for our 3 month contracts is due to the fact that it is good practice in the internet marketing industry to add information about a business to the internet throughout a specific period of time and not all at once. The cached copies of Google searches do not show anything being on the internet because the work on the account takes time and is not an immediate, overnight occurrence. We do sincerely apologize for not contacting Mr. [redacted] sooner but the lack of communication does not prove that work was not being done on the account. Our clients are typically only contacted if there is an issue with their account and since there was no issue and the account was showing success, Mr. [redacted] was not contacted. At this point, we have provided all proof that work was done from the date of signing up for services, May 6, 2015 throughout the life of the account which ended on Tuesday, July 21, 2015. Mr. [redacted] was charged for these months of service because work was being provided throughout the lifetime of this business agreement with Internet Local Listings. A refund has been provided for one month of services as a courtesy because the video was not yet created. We did explain to Mr. [redacted] in an email that we no longer provide video SEO to any clients because there is no benefit to our clients and that the refund was warranted to satisfy any issue that this may have caused. Internet Local Listings never billed Mr. [redacted] for anything other than services and work that were being provided throughout the lifetime of this business agreement. The issue of Internet Local Listings claiming to be Google is not an accurate accusation as referring  to ourselves as a "Google listing company" is not claiming that we are Google. Mr. [redacted] was made aware of this several times before he was charged and was explicitly told that, "we are Internet Local Listings, a digital marketing agency and not Google, Yahoo or Bing directly. The charge on your statement will appear as Internet Local Listings." We have all of our agents read this to our clients before clients are ever billed for services and we would be happy to send the recording to Mr. [redacted] if he would like to listen to it. Mr. [redacted] also asked what the name of our company was again, to which our agent told him again, "we are Internet Local Listings". It is also stated on the first page of our contract multiple times. Internet Local Listings does not claim to be Google, Yahoo or Bing and makes it clearly known to all clients several times before, during and after account set up as it would be unacceptable to do so. We have found that a lot of clients tend to get confused because we work to provide front page placement on Google, Yahoo and Bing and have taken all efforts to ensure that there is no confusion. We understand that there are upset customers that leave reviews on the internet and also understand that  every business must deal with customers that are upset about the services or products provided. We do our best to provide all of our clients with the products and services that we proudly offer but also understand that we are unable to please every single customer that we have. We have thousands of satisfied customers and know that we do have a few upset customers but we do our best to ensure that all of our clients get the products and services that they are promised. We disclose all information about the purchased package to our clients in the contract and do so so that they have access to read and understand the terms and conditions of the contract and ask any questions that they may have before signing it. Once we receive a signed contract back from a business owner, we assume that it has been read and that all questions have been addressed and that the business agreement can continue to move along in conjunction with this contract. The reviews on Ripoff Report date back to December of 2013 and are about the fact that the client believed we were Google to find out that we weren't. This issue, again, has been handled as we now disclose it to clients several times before, during and after the initial account setup. In closing, we have already provided a refund for one month of service as a courtesy to Mr. [redacted] and, as the business agreement has been properly managed in conjunction with the signed contract, any further refund is not warranted. Thank you.

Internet Local Listings sets goals for each of the accounts that we have with our clients. The first goal, and perhaps most important, is to get our client's business listings ranking on the first pages of Google as quickly as possible. Our staff of sales experts is responsible for letting each of...

our potential clients know that we work to get our clients ranking in as little as two weeks but that it could take up to fifty-nine, 59, days. We are fully understanding of the confusion that may have risen from the original sales call and have listened to the sales call where [redacted] explicitly states, "it does take a little bit of time to see yourself on the front pages of Google but generally I'd say it might take two weeks to find yourself on the first page of search results." We understand that this might have mislead Ms. [redacted] and have spoken with our sales agent to ensure that this doesn't happen again. 
 
When Ms. [redacted] was transferred to our provisioning department and spoke with Marcos, she was also emailed our Terms and Conditions, which explicitly explain the process of the client's account along with Internet Local Listings' 59 day guarantee amongst other information that is important to the account. (Please refer to the attached Terms and Conditions that were signed by Ms. [redacted].) The day that Ms. [redacted] signed up with Internet Local Listings, Marcos began working on getting the business listing live on Google and obtained pertinent information for work to begin on the client's account. This process can only be finalized once the client gives a member of our Customer Service team a PIN from a postcard that is sent from Google: this PIN was received on July 24, 2014 and the business listing for "Sea Interior Design" was live. At this point, although the business listing was not on the first page of Google, it was able to be found on Google. This is when we can expect to begin the process of getting the business listing to rank on the front page of Google. From the day that the business listing is verified through the Google PIN, the 59 day guarantee comes into effect (this is stated in the Terms and Conditions). 
 
Several of our staff members have spoken with Ms. [redacted] on multiple occasions to assist with any questions or concerns that she called in with.  We received photos on August 8 and added those to the business listing for "Sea Interior Design" on Google. We also sent a lengthy email discussing the 59 day guarantee, all directory listings included in our Visibility package and some other information to assist Ms.[redacted] in further understanding the process of her account. An email was sent to the client on Thursday, September 11 to show all of the directories (a product included in the Starter package that the client signed up for) that have been provided to the client. Screen shots of the email have been attached to show the work that was done on the account in response to the claim of no work being provided to the client. Please also find the business listing completely built out with the photos that Ms. [redacted] sent to us at the following URL: Sea Interior Design Optimized Google Business Listing
 
The billing department has spoken with Ms. [redacted] on several occasions to explain why the account is not warranted a full refund; all products and services have been rendered, billing was pushed in accordance with the policy of our fifty-nine, 59, day guarantee and the client was assisted when assistance was requested. In closing, although the client was not warranted a refund as all work promised was provided and the client read and signed the Terms and Conditions explaining our cancellation policy, guarantee, billing procedures and more, the client has been provided with refunds totaling $199.98 for the months of August and September as a courtesy. Internet Local Listings has now essentially paid for the services provided to the client for two, 2, months of work and a further refund will not be warranted as the initial $99.99 was kept for services rendered.

Internet Local Listings would like to start off by informing [redacted] that we thoroughly investigate any information that is brought to us in the form of any complaint as we take these very seriously and are continuously seeking our clients output as a way to better our products and services to...

bring success to our company and clients. We take claims of unprovided services and products very seriously and appreciate the opportunity to share with you everything that we have, indeed, provided for [redacted]. Upon agreeing to and signing the Contract that addressed the business relationship between [redacted] and Internet Local Listings (please see attached file), it was promised that Internet Local Listings would provide products and services to the client that would get their business found on the front page of [redacted] Local for at least two, 2, keywords. These services include writing custom content with SEO techniques to enhance the optimization of keywords, creating and maintaining the [redacted] My Business page, enrolling the client in our PowerListings program as well as 50+ online directory listings, creating a custom Branded Website (please click link to view) and maintaining all of these to ensure that the client can be found on the front page of major search engines. [redacted] has received all of these promised products and services and can be found on the front page of [redacted] Local (as stated in the agreed upon Contract) for three, 3, keywords. (Please see links below).Painting RestorationRestoration ContractorRestorationYou can also see the [redacted] Plus Business Page that Internet Local Listings maintains to ensure accurate optimization for front page placement here. This page has received nearly 1400 views since the creation and maintenance of it and we've also posted publicly on behalf of the company as a part of our furthered services. In researching this account to ensure that Internet Local Listings provided all promised services and products, it was noticed that the client had entered a Failed Payment status after the first month of service was provided. In accordance with the agreed upon Contract, it can be read that once a client fails to make a payment, they will enter an account status of Failed Payments but will still received services and products as Internet Local Listings would like to offer the client the possibility to update the payment information provided. We also do not believe in stopping services after the client has agreed to the Contract that states that these services will be provided and paid for for a minimum of three, 3, months unless a cancellation fee is paid. These terms of the Contract are put into place to protect the client and ensure that the client receives all work that is agreed to by Internet Local Listings. In further research into this matter, it is noted that we attempted to contact the client several times in order to determine how [redacted] wishes to proceed with the account. Since December 29, we have been attempting to contact [redacted] and have only been successful once when [redacted] asked to be called back at 4:00 PM which was done, as requested, but the phone was not answered and no messages were returned. Since then, all points of contact have ended in either no answer or our representatives being hung up on. At this time, Internet Local Listings would like to ask for the opportunity to speak with [redacted] in regards to the success that [redacted] Incorporated is experiencing online as we believe these services are beneficial to the client and are successful. We invite [redacted] to reach out to us via our support email: [redacted] to set up a time to speak about the success of his account and determine what action he would like to take next. Unfortunately, since we have provided all promised products and services since November 26, 2014, a refund is not warranted at this time. We hope to work out a resolution with [redacted] so that both parties in Contract can come to an agreement for this business relationship.