Kell's Gold Exchange

Our apologies for the delayed response on this, we have been working in parallel to resolve Mr [redacted]ssue and believe we have done so. On 11/10 we processed a refund of $1,212.45 (the amount of the over billing that our system issue caused) back to Mr [redacted] via the Farmers Folio program that he...

used to pay for the leads, and on 11/19 a personal check for $500 was issued. The check should arrive any day if it has not already. The Folio refund processing time frame is out of our control as it is subject to the Farmers Folio platform processing time. Please let us know if there are any additional questions or concerns.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] I am accepting this response contingent on the company reaching out to me in a timely manner. I have had 0 success reaching anyone since these issues started.

Dear Ms. [redacted], We deeply apologize for any inconvenience caused to you by these calls or messages. This message is to confirm that you have been added to our Do Not Contact list. Notices have been sent via email to anyone who may have received your information.  Please do not hesitate to...

reach out with further questions. Thank you.

Dear Ms. [redacted], We sincerely apologize for any inconvenience these calls or messages may have caused you. This message is to confirm that you have been added to our Do Not Contact List. Notices have been sent to any partners who may have received your information. Please do not hesitate to...

reach out with any questions. Thank you.

We would like the opportunity to speak with Mr. [redacted] directly to address his concerns. If it is acceptable to him we can have a member of our Customer Success Team reach out to him directly. If this is fine we will reach out to the phone number provided to discuss things with him.

Our sincere apologies for the delayed response here, we had recorded that the response was submitted but clearly it had not been. Regarding Mr. [redacted] complaint and rejection of our initial response, he closed his account on 3/31/14, at which time there was a balance due of $95.94 which was for 6 leads he received during the 3/16-3/31 billing period. His account was not paused when the leads were sent. The attempted credit card payment for those leads was declined at that time. Subsequently there were 2 leads that he returned that were credited bringing the balance due down to $77.45, which remained the balance due on the account until the most recent notice that was sent out and for which we recently received payment. The leads in question were provided to Mr [redacted] at his specified lead delivery email address and were posted to his lead management system prior to him cancelling his account and payment accordingly was due for said leads/product provided by AWL. Given that there were leads returned on the account it indicates that they were received and acknowledged. We apologize that the balance due notification was sent out so long after the fact, but it does not change the fact that it was a legitimate balance due for product previously provided. We very much appreciate that Mr [redacted] paid the balance due, but unfortunately we are not able to refund the amount that was recently paid. That being said, Mr [redacted] is interested in working with us again, we would be more than happy to provide him a credit good towards future purchases to help ease his frustration over the delayed balance due notification and to provide him with a change to generate additional revenue for his agency at no additional cost.

Hello Mr. [redacted],We apologize for any inconvenience these calls or messages have caused you. This message is to confirm that your information has been added to our Do Not Contact list. Notices have been sent via email to any partner who may have received your information. We are still...

investigating how your information may have entered our system. It appears that it may have been sent mistakenly by a partner of ours, so we are working with them to ensure that this error does not happen again.Please do not hesitate to reach out with further questions. Thank you.

Dear [redacted] -  We deeply apologize for the inconvenience that these calls and messages have caused you.  This message is to confirm that you have been added to our Do Not Contact list.  Notices have been sent via email to any partners who may have received your information.  It...

can sometimes take a few days for the proper changes to occur in our partners' systems.   Please do not hesitate to reach out with further questions or concerns. Thank you.

Dear [redacted] We greatly apologize for any inconvenience these calls and messages have caused you. This message is to confirm that you have been placed on our Do Not Contact list. Notices have been sent via email to anyone who may have received your information. It can sometimes take a few...

days for the necessary changes to propagate across their systems. Please do not hesitate to reach out with further questions. Thank you.

Dear Mr. [redacted], We sincerely apologize for the inconvenience caused to you by these calls and messages. This message is to confirm that you have been added to our Do Not Contact list. Notices have been sent via email to any partners that may have received your information.  Please do not...

hesitate to reach out with further questions. Thank you.

Complaint: [redacted]
I am rejecting this response because: all explanations set here is nothing but fraudulent and deceitful business jargon and practices meant to throw dust into customer's eyes.The sales Representative did  not  mention any service plan involvement to me throughout our conversation. She only requested of me my sales demographics, and said I was soon to receive a first set of leads, and a second one;and I had one week to review until charges begin. This was on the July 7th,2015, and that she categorically said your account will be charged on July 24th,2015. Their repeated "free Leads" explains nothing. I did not expect to get free Leads from any Company when I searched for Leads.Neither anyone including who wrote this response expect anything free when they shop, but minds change for several reasons,and merchandise returned for refunds. It is only deceitful business that argue on customer's returns. I did not do any return of Leads to them because, the criteria which they had set for reason for  return Leads,none of them fit into my reason of deceit.They had  intentionally and immediately turned of my account; so I could not sign in and to attempt any returns. Of course, and truly, I decided later to return all the Leads by using any of their set reasons,no matter what; but I could not login again. On the issue of Service Plan, the other reason that makes me refute it is that, I came to know this company from the Insurance Company I worked with previously, and we were buying Leads from them.There is nothing so far as I know for any Service Plan, but the type and number of Leads provided  we paid for. Therefore, they have decided to use this explanation because they have realized I am working independently as an individual.I need them to Refund my $242.25. I have not used the Leads to make any sales from anyone.They can still send the same Leads to other Sales businesses.   
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The requested refund was for the charges in the amount of $868.23 and the amount credited was only $550.51.
Regards,
[redacted]

Ms. [redacted] We greatly apologize for any inconvenience caused to you by these messages and calls. This message is to confirm that you have been added to our Do Not Contact list. Notices have been sent via email to any partners that may have received your information.  Please do not...

hesitate to reach out with further questions. Thank you.

Hello, We apologize again that the level of service form the staff was unacceptable. This feedback will be shared and discussed with the staff member directly. In regards tot he $425 referenced this was promo funds that was applied by the company and were not funds from [redacted]'s bank card. These funds are solely for the use of leads and calls. The prepayment balance of $122 can be refunded however since they were applied prior to the account upgrade we will have to issue a check. The request to get a cut check has been made and [redacted] will need to allow for processing and mailing time. Hopefully we will be able to earn her business back in the future.  Thank you.

Thank you for bringing this matter to our attention. We sincerely apologize for the experience that Ms [redacted]  has had with response times from our Customer Success team in resolving her issues. We have been dealing with extenuating circumstances with regard to support capacity and accounting...

system processes since the insuranceQuotes system upgrade occurred in March, and while we recognize that is no excuse, we did want to attempt to explain. Ms. [redacted]'s account was closed per her request, and our standard policy is that prepay balances are non-refundable. We would like to invite him to use is remaining balance on our warm transfer product where we warm transfer phone calls from consumers actively looking for a quote.Additionally, we can have a member of our team reach out to her with a phone call to try to reassure her that we are committed to handling her needs.

Ms. [redacted] - We deeply apologize for the inconvenience that these calls and messages have caused you.  This message is to confirm that you have been added to our Do Not Contact list.  Notices have been sent via email to any partners who may have received your information.  It can...

sometimes take a few days for the proper changes to occur in our partners' systems.   Please do not hesitate to reach out with further questions or concerns. Thank you.

We apologize for any misunderstanding about Folio billing and lead credits to the account. I understand you connected with [redacted] to discuss your experience with the leads.  We have requested a full refund to your Folio invoice for the leads received 1/3-1/6.  This refund will appear on...

the invoice prepared for May 1, 2017. Please let us know if you have any additional questions or concerns.

Dear Ms. [redacted],We deeply apologize for the inconvenience that these calls and messages have caused you.  This message is to confirm that you have been added to our Do Not Contact list.  Notices have been sent via email to any partners who may have received your information.  It...

can sometimes take a few days for the proper changes to occur in our partners' systems.  Please do not hesitate to reach out with further questions or concerns.Thank you.

Thank you for bringing this matter to our attention. We apologize for the experience that [redacted] had with our service, and the results are not typical. In researching the complaint, we have found clear and well documented consistent communication between [redacted] and our Customer...

Success team during the months of Dec, Jan, Feb, and March. It appears that any issues experience in Dec, and in the subsequent months, were addressed and resolved at the time as indicated by the documented emails and phone calls over those months, and by [redacted]'s continued purchasing of our products. While we understand that not all customers agree with our return policy, it is something that has been in place for many years and was explained well before the claim of the requested cancellation. Regarding [redacted]'s claim that he requested to cancel in the beginning of March and continued to receive our product after that time, we have no record of this requested cancellation until March 24th, 2016, and in fact on March 7th there was both an email exchange and a phone call with [redacted] and neither of those exchanges document any desire to cancel the service. That being said, it is clear that our product ultimately did not work for [redacted] and we understand that miscommunications do occur so we are giving him the benefit of the doubt and refunding 100% of his March spend ($477.57). Hopefully we will have the opportunity to work with [redacted] again in the future.

Thank you for bringing this matter to our attention. We have made multiple attempts to reach Mr. [redacted] however we have been unable to reach him. If he can contact our Customer Success Team we will be more than happy to review the details and I am confident that we can resolve thing for him.