Kell's Gold Exchange

We completely understand your frustration and want to apologize for the recent experience with our organization. We are in the process of increasing staff on our support team to ensure that we are able to assist everyone in a timely manner. In reference to the Service Plan offering, this is a unique...

subscription based service that offers some additional features for your account including but not limited to: unlimited account pausing, ability to add a schedule to the account, weekday and weekend based discounts, additional return reasons and escalated support via phone and live chat. Service Plan is highly recommended during the account setup; however, it is not mandatory, and in the event an account opts out of Service Plan, they will still be able to contact support via our Contact Support link inside of the account as well as email and phone support - however it will not fall into the 'escalated support queue'. In response to the bad leads that you did receive we want to sincerely apologize as well as there are times when consumers submit bogus information through quote request forms. We have many systems in place to catch and/or prevent bogus lead data from being routed out to customers, however there are times when the systems do not catch the bogus data and it can get routed out. We do have a return process in place to provide credit back for these leads once they are independently verified to be a bad or bogus lead. Given the poor experience that is outside of our normal operations, we would like to extend a special offer to you. This offer would include a complete review of the account settings, a $100 account credit for lead spend, as well as a credit for the first month of Service Plan to allow you to experience the additional features first hand and show you just how successful our Customer Acquisition Marketing Platform can be to growing your business with increased ROIs.

Thank you for bringing this matter to our attention. We apologize for the experience that [redacted] had with our service. I see that his card was processed for $200 on the 23rd of March. While our team has offered a $70 credit back to his account we would be willing to offer a credit of $200 future purchases of our warm transfer product where we warm transfer phone calls from consumers actively looking for a quote. We will have a representative reach out if this is agreeable.

Thank you for bringing this to our attention. Reviewing Ms. [redacted]'s account we show that we refunded $40.19 back to her on 6/23. Hopefully we will be able to earn her business again in the near future.

We are sorry that Mr [redacted] does not find our proposal satisfactory. The Service Plan is a required part of our program in order to receive phone support from our highly trained Customer Success team so it is in his best interest to remain on it and we are committed to helping him realize a meaningful return on investment with us. We are willing to increase the credit, and will agree to extend the full promotional discount so he does not get charged full price for leads and feel like this was a bait and switch. Someone from our customer success team will reach out to him tomorrow to discuss further.

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 have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for taking into account how these types of tactics can affect some people's lives and means of communication to loved ones and business partners. 
Regards,
[redacted]

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. However, my card number has changed due to my bank issuing a new card a few weeks ago. Someone needs to contact me for the correct card information Call me at [redacted] 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I would like to have the money placed back in my account 186.00 and we go our separate ways. You said it your self there is no excuse
Regards,
[redacted]

Thank you for bringing this matter to our attention. We apologize for the experience that [redacted] had with our service, and in particular with our return verification policy which requires that our Returns Verification team is able to speak with a consumer to independently verify all returns. If...

we are unable to verify the return reason via a live conversation, then we are not able to provide credit for the return as there are thousands of good leads returned every day so we cannot simply given the benefit of the doubt in these cases. Regarding [redacted] account, of his 12 denied returns 9 were denied for lack of our ability to contact the consumer to verify the return. We would be happy to provide full credit for all of the denied returns (13 leads at $6 each = $78) good towards future purchases of our warm transfer product where we warm transfer phone calls from consumers actively looking for a quote. We will have a representative reach out if this is agreeable.

We certainly apologize again for a lack of service or any quality issues you have had with our company. While we hope that we get the opportunity to earn your business again we have processed refunds to your card. There is one charge of $13.00 and a second charge of $27.07 which was processed today, 6/24/16.

Dear Ms. [redacted], Once again, we are sorry to hear about your recent poor experience with one of our insurance quote properties.  We understand that you are upset that our site indicated plans from $19/month and that you were not eligible for one of those plans.  We strive to provide the most accurate possible information on our sites and with our call center agents.  We apologize if the pricing on our sites was confusing.  Since there are consumers that may be eligible for plans starting at $19/month, (including children), we are unable, at this time, to change the language on our site.   Please do not hesitate to reach out with further questions or concerns. Thank you.

Thank you for bringing this matter to our attention, and our apologies for the delay. A Manager with out Customer Success team spoke to Mr [redacted] on 8/25 and we believe resolved the issue at that time but unfortunately the Revdex.com file did not get updated. Per discussion with Mr [redacted], there are cases...

where we may be able to credit for undisclosed information and we will be happy to review those that fall in the gray area on a case by case basis, we just ask that he submits a request to our Support team via his account online and provides specific examples for dispute/review.  He did not have any examples that he wanted to cover at the time of the call on 8/24 so no credits were warranted at the time, however we are happy to review any provided examples and work with him to ensure he is satisfied going forward.

Hello, We had a discussion with Mr. [redacted] on 10/12 in regards to his concerns. He requested that we called him back to review in more detail the following day. We have tried multiple times since then and both of the numbers that we have on file for him are no longer in service. If he could please...

call our offices back we are happy to reach a satisfactory resolution. Thank you.

Thank you for bringing this matter to our attention. We apologize for any frustration that Mr. [redacted] may have had with our service. We have not charged his card for the leads received and we will ensure that he is not charged for those leads. The $1 amount that was showing on his statement was an...

authorization for the credit card he put on file. We would like the opportunity to earn his business again in the future and we would be willing to provide $100 credit for future lead purchases if he decides he would like to resume with us in the future.

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]

Complaint: [redacted]
I am rejecting this response because: if you sell me what you advertise as "Qualified" and "Premium" home leads, and refuse to offer a refund, even when the lead includes an apartment number in the online request form, when the State Department of Assessment and Taxation provides that it is an apartment complex at the address provided, and when 360Value shows an apartment complex at the specified address when I am completing the quote, should I not be refunded for these leads even if I do not come back to All Web Leads? Is this not advertising fraud? Advertising on product, a Qualified or Premium lead, but selling me a renter's lead?
Regards,
[redacted]

Thank you for bringing this to our attention. We reviewed Mr. [redacted]' account and we show that we have made multiple attempts to resolve his concerns. He spoke to our office on the 21st of June and applied a credit of $64.47 and then on the 22nd of June we closed the account per his request. On...

July 1st a manager left a voice mail and sent a follow-up email to Mr. [redacted]. We would love the opportunity to speak with him to ensure all concerns are addressed and resolved. Hopefully we will be able to earn his business back in the near future.

Complaint: [redacted]
I am rejecting this response because:When I filled out the form online, that was sneakily designed like it was Delta Dental but instead this company that sold my personal contact info to seemly hundreds of people, I immediately asked each and every phone call I have received to put me on the do not call list.  It didn't help, I am still receiving phone calls to this day almost in a daily basis.  One caller said to me after I told her I was already on the do not call list that my info was given to many many different people and companies so she didn't know because I'm not yet on their do not call list.  Theres no end to these calls!  I figure each of the companies that this company sold my contact to can in turn sell my contact info.  This has to be illegal!  To have a firm that looks like your contacting Delta Dental directly and to sell my info to unlimited parties who continue to harass me.  I wish the CEO of this company could put his cell phone number once in his own online form and see if he can stop the hundreds of phone calls.  Most don't even stat on the line long enough to heard the whole "please put me on your do not call list" before they just hang up on me.Don't patronize me with your petty response of "we have put you on our do not call list" when you know full well I've already put myself on that the day this happened and you know it will do no good.  This business is shady shady shady!
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I have worked with 3 or 4 different people who told me it would be resolved.  The "credit" is the money I directly paid in, so it is not really a credit.  I am not interested in additional "credit" for leads since I have been an active member for 3 months now and still received ZERO leads.  The additional credit is meaningless when it is never backed up by useable leads.  I no longer have any trust in this company.  My money should be refunded as no service was ever rendered.Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Date Sent: 4/19/2016 12:00:00 AMComplaint: [redacted]I am rejecting this response because:They offered $100 credit which I originally accepted. They never contacted me, failed to return my calls and emails, and hung up on me after I waited 30 minutes to get a hold of them. No account credit was ever received. [redacted]