Initial Business Response /* (1000, 5, 2016/11/30) */
Salesboom was in contact with customer on 11/21/2016, the day of filing this complaint, have been in contact with client as recently as yesterday, and Salesboom is working closely with the customer to remidy their complaint, as stated below....
Please find attached the signed agreement, stating no refunds on payments in Section 1.Fees and payment terms.
Upon siging the agreement, Salesboom agreed to develop a custom mortgage quote solution as an add-on to the flagship Salesboom Cloud CRM user licenses, as
a separate feature exclusive to the customer. The Salesboom CRM licenses were provisioned and setup by Salesboom, and customer was trained on the CRM user
licences, while, in parallel, Salesboom has been developing the Customized mortgage calculator ("the calculator").
Salesboom has presented the first version of the calculator to customer, gathered feedback and change requests from customer, and have been working in
good faith to complete the calculator. There were instructions and information provided by the customer before the sale, but after the first version was
reviewed, changes were required and more information was sent by the customer to Salesboom to incorporate into the next version of the calculator. These
new changes proposed by customer were quoted by Salesboom as additional work not covere in the project description as discussed prior to signing the
agreement, but the quote was rejected by customer as there was not the budget for all the change requests. Salesboom agreed to incorporate some of the
updates suggested by the customer, without charge. These changes have resulted in more time required for building the calculator, and as well the project
itself was more comples and time consuming than originally anticipated, resulting in the development of the calculator to have taken longer than expected.
Often times custom software projects can take longer than expected to complete, in this case Salesboom is delivering new technology not found anywhere, and this was discussed with the customer prior to siging of the agreement, and was well understood by all parties. Tt was also understood prior to signing of the agreement that there were to be no refunds on this agreement, due to the high commitment Salesboom would have to put into the development of the calculator and the fact that it was brand new technology that was not available from any other CRM vendor. As such, it was negotiated by customer that the single remedy to customer was the refund of one user license fee if Salesboom was not able to complete the calculator, and both parties agreed to this ammendment.
It is the intention of Salesboom to deliver the custom calculator to the customer in the near future and is working with customer today to show customer
progress. Salesboom will also credit 6 months of Salesboom user licenses to offset the extra time taken to finish the project. Salesboom is working
closely with customer from this day forward to make sure the communication is improved and progress made. Salesboom is committed to delivering the calculator that will empower the customer with new innovative technology never before available by any vendor.
Initial Consumer Rebuttal /* (3000, 7, 2016/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I reject the following assertions made in the Salesboom response.
1. Salesboom was in communication with client on 11/21/2016. While this is factually accurate, the assertion that this communication was in an effort to remedy the complaint and that they are "working closely" with the client is false. The communication received on 11/21/2016 came only after we threatened legal action and filing a Revdex.com complaint. Prior to that, Salesboom would not return any calls or emails. During that time, we had a third party make a sales inquiry which was responded to in a matter of hours; making it evident they were intentionally not responding. Prior to that, Salesboom would not respond to our communication attempts for weeks on end. Leading up to our complaint, there was zero communication from salesboom from 9/21/2016 to 10/28/2016 despite us contacting them on 10/5, 10/7, 10/17, and 10/20. This was only the most recent drop in communication, throughout the entirety of the project there have been major communication failures from salesboom, where they did not respond to inquiries for weeks at a time; sometimes never responding.
2. The assertion that the calculator has ever had a working version is false. When Salesboom presents the calculator, it performed none of the calculations outlined in the Custom work provisions of the contract. To date Salesboom has not completed any portion of the Custom Work outlined in the contract. We provided them with the necessary formulas prior to the contract ratification, and on numerous occasions after the contract was signed we provided them with further clarification. During one of the phone call demonstrations, it became clear that whomever was designing the calculator could not follow the simple instructions that we provided. I offered to consult with the development team directly; that offer was denied.
3. The assertion that the changes request by the client somehow delayed the project is on it's face false; salesboom admits they did not perform and updates. They claimed they made some of the changes; however, I am not privy to what those changes would be. They never created the necessary functions for our quotes. To clarify this issue I would like to explain that function change we asked for was to simply have the ability to change the formula in the future. They would not give us that ability without charging us more money, and by that time my confidence in them wasn't sufficient to write that check. Currently, salesboom is blaming delays on the Revdex.com complaint itself; stating in an email on 11/29: "You also made a complaint to the Revdex.com saying the same. Because of this, and as standard policy, the work was stopped on the project last Monday, pending a review and a response provided for the Revdex.com that will address each of your points."
I reaffirm that the only solution to this dispute is a full refund. We delivered the necessary information prior to contract. After review salesboom assured us that they could develop what we wanted. To date they have not provided one aspect outlined in the contact. They have intentionally ignored our communication attempts.
In short, they had every piece on information necessary to determine if they could complete this project before taking our money. They either knew in advance of signing a contract, or become aware at some point that they are not capable of completing the project. Instead of being up-front and honest about it and offering us a refund; they delay, make excuses, and ignore us.
It is for all these reasons that we have filed this complaint and are demanding full refund.
Initial Business Response /* (1000, 5, 2016/11/30) */
Salesboom was in contact with customer on 11/21/2016, the day of filing this complaint, have been in contact with client as recently as yesterday, and Salesboom is working closely with the customer to remidy their complaint, as stated below....
Please find attached the signed agreement, stating no refunds on payments in Section 1.Fees and payment terms.
Upon siging the agreement, Salesboom agreed to develop a custom mortgage quote solution as an add-on to the flagship Salesboom Cloud CRM user licenses, as
a separate feature exclusive to the customer. The Salesboom CRM licenses were provisioned and setup by Salesboom, and customer was trained on the CRM user
licences, while, in parallel, Salesboom has been developing the Customized mortgage calculator ("the calculator").
Salesboom has presented the first version of the calculator to customer, gathered feedback and change requests from customer, and have been working in
good faith to complete the calculator. There were instructions and information provided by the customer before the sale, but after the first version was
reviewed, changes were required and more information was sent by the customer to Salesboom to incorporate into the next version of the calculator. These
new changes proposed by customer were quoted by Salesboom as additional work not covere in the project description as discussed prior to signing the
agreement, but the quote was rejected by customer as there was not the budget for all the change requests. Salesboom agreed to incorporate some of the
updates suggested by the customer, without charge. These changes have resulted in more time required for building the calculator, and as well the project
itself was more comples and time consuming than originally anticipated, resulting in the development of the calculator to have taken longer than expected.
Often times custom software projects can take longer than expected to complete, in this case Salesboom is delivering new technology not found anywhere, and this was discussed with the customer prior to siging of the agreement, and was well understood by all parties. Tt was also understood prior to signing of the agreement that there were to be no refunds on this agreement, due to the high commitment Salesboom would have to put into the development of the calculator and the fact that it was brand new technology that was not available from any other CRM vendor. As such, it was negotiated by customer that the single remedy to customer was the refund of one user license fee if Salesboom was not able to complete the calculator, and both parties agreed to this ammendment.
It is the intention of Salesboom to deliver the custom calculator to the customer in the near future and is working with customer today to show customer
progress. Salesboom will also credit 6 months of Salesboom user licenses to offset the extra time taken to finish the project. Salesboom is working
closely with customer from this day forward to make sure the communication is improved and progress made. Salesboom is committed to delivering the calculator that will empower the customer with new innovative technology never before available by any vendor.
Initial Consumer Rebuttal /* (3000, 7, 2016/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I reject the following assertions made in the Salesboom response.
1. Salesboom was in communication with client on 11/21/2016. While this is factually accurate, the assertion that this communication was in an effort to remedy the complaint and that they are "working closely" with the client is false. The communication received on 11/21/2016 came only after we threatened legal action and filing a Revdex.com complaint. Prior to that, Salesboom would not return any calls or emails. During that time, we had a third party make a sales inquiry which was responded to in a matter of hours; making it evident they were intentionally not responding. Prior to that, Salesboom would not respond to our communication attempts for weeks on end. Leading up to our complaint, there was zero communication from salesboom from 9/21/2016 to 10/28/2016 despite us contacting them on 10/5, 10/7, 10/17, and 10/20. This was only the most recent drop in communication, throughout the entirety of the project there have been major communication failures from salesboom, where they did not respond to inquiries for weeks at a time; sometimes never responding.
2. The assertion that the calculator has ever had a working version is false. When Salesboom presents the calculator, it performed none of the calculations outlined in the Custom work provisions of the contract. To date Salesboom has not completed any portion of the Custom Work outlined in the contract. We provided them with the necessary formulas prior to the contract ratification, and on numerous occasions after the contract was signed we provided them with further clarification. During one of the phone call demonstrations, it became clear that whomever was designing the calculator could not follow the simple instructions that we provided. I offered to consult with the development team directly; that offer was denied.
3. The assertion that the changes request by the client somehow delayed the project is on it's face false; salesboom admits they did not perform and updates. They claimed they made some of the changes; however, I am not privy to what those changes would be. They never created the necessary functions for our quotes. To clarify this issue I would like to explain that function change we asked for was to simply have the ability to change the formula in the future. They would not give us that ability without charging us more money, and by that time my confidence in them wasn't sufficient to write that check. Currently, salesboom is blaming delays on the Revdex.com complaint itself; stating in an email on 11/29: "You also made a complaint to the Revdex.com saying the same. Because of this, and as standard policy, the work was stopped on the project last Monday, pending a review and a response provided for the Revdex.com that will address each of your points."
I reaffirm that the only solution to this dispute is a full refund. We delivered the necessary information prior to contract. After review salesboom assured us that they could develop what we wanted. To date they have not provided one aspect outlined in the contact. They have intentionally ignored our communication attempts.
In short, they had every piece on information necessary to determine if they could complete this project before taking our money. They either knew in advance of signing a contract, or become aware at some point that they are not capable of completing the project. Instead of being up-front and honest about it and offering us a refund; they delay, make excuses, and ignore us.
It is for all these reasons that we have filed this complaint and are demanding full refund.