Legacy Innovations, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12965437, and find that this resolution is satisfactory to me
Regards,
*** ***

In regards to the customer's complaintI have looked into the details of Latimer County Tag Agency's accountI have also listened to all calls in regards to this accountThis customer has been doing business with us since and has purchased on multiple occasions from usFor this we
appreciate your businessOver the past days we have been changing out shipping procedures and a few things have fell through the cracks, not saying this as an excuse but just so that you knowThe Latimer County Community Guide Magnets were printed and delivered back to our shipping facility some time ago along with other projectsWhen received, the new procedure that our shipping tem is supposed to follow was not and this project along with a few others were shelved by accident as a return box not an outgoing shipment that needed to get broken down and shippedI have made contact with our shipping manager and he is having the project located and pulledWe will process the shipments of this project immediately and get the magnets shippedDue to the breakdown on our part, I am offering to provide Latimer County Tag Agency a free ad on the next edition that we produce

I have attached the printout from the Post Office showing delivery of the magnets to your companyAs I stated in my response to the complaint, I would make sure that the magnets got shipped and they did

I am currently reviewing our bank account to see whether or not the check was cashed or notIn addition, I am also going through the receipts from around that time to located the receipt from the post office in regards to this check to see whether or not it was sent certified, priority or regular mailI will have this reviewed within the next daysOnce I finish reviewing these documents I will let you know what I find

This response is not acceptable to me at all.  As was stated in the sales call, they were going to us this promotion for the Adams County Guide to provide for new home buyers, through Adams County distribution as they moved into the area.  One, the recording that they said they forwarded on here is not here.  Secondly, they said they only recorded the verification process, not recording the deceitful and misleading sales pitch I was told by the sales agent before it was transferred to the verification recording, which is still not been provided.  The documentation they have uploaded is the same thing they had sent me in the mail within a week of the phone call with a bill attached for $250.  When I received this bill I called in and talked with customer service ([redacted]) and was informed that they did not have a distribution agreement with Adams County and they were working on a distribution company to take their place.  I worked with them for over two weeks trying to give them the opportunity to prove to me that they had Adams County as their distributer, they never could provide that information, saying that they might have Wal-Mart on board but haven't confirmed that.  Their whole business practice is deceitful and misleading to their customers, they did not provide me anything what so ever as they said they were going to do.  I canceled this hooky sales pitch after dealing with customer service to find they did not have what they said they had to provide my advertisement.  As you can see by the attachment there was no signature or authorization on my part to move forward or agreed to their so called ad proof.  Billing me for services that they were not fulfilling is wrong and as a business they should step up and refund my money.  I paid the cancellation fee, and informed them that I was going to file a complaint, a lady called for my payment and told me she was informed to remove my number for calling after she received my payment, as this lead me to believe they knew what they had done.  This companies working practices should be stopped, and should not be able to run an operation like this and be accredited with the Revdex.com.  I just want to be refunded for my payment of services not fulfilled on their part.

I have looked into the clients complaint. Below you will find the information in regards to my response.On 8/31/2015 the clients placed an order for an ad on the Adams County Community Guides. After the initial sales call way made, the call and order went into our verification department. All sales...

go through verification to ensure the validity of the sale and to protect both the customer and Legacy. During the verification process we record the entire call. We do this for multiple reasons: 1. To ensure that the customer knows what the terms of the sale are (offer and acceptance)2. To ensure that we have as much information  about the order as possible.3. To ensure that a valid sale has been madeI have attached a copy of the verification call for both the customer and the Revdex.com's review to show that the customer did validate a purchase of ad space as well accepted the terms of the sale (price, payment terms and that all sales are final).It is policy of Legacy Innovations that when creating an ad proof for the customer, we create one that has as much information as possible. If we have not received the customers logo, our graphics department will try to find one. It is not illegal to use a logo pulled off the internet for proof purposes.  The customer has every ability to change, modify or approve the ad proof before going into production. On the ad proof sent to the client, it stated that "Order states client will be providing artwork. Please remit as soon as possible. Once received, we will update your ad proof and provide you with a new copy."We did request that if the client wanted to cancel, he pay a cancellation fee since. This due to the fact that the client had agreed to the original term of sale as being "All Sales Are Final" as you will hear in the recording provided. At this time we request that this complaint be removed from our file.

In regards to the rejection made by our client. There are a few points that I would like to hit on. - The magnets that you were sent are complimentary, what you paid for was your ad being placed on all of the magnets, not just the box that you received. We send out the complimentary ones to show each customer that we did produce the product. While not every customer wishes to receive them, any customer that wishes to will Free of charge. In addition, depending on the business, we include additional quantities of the magnets for the businesses to hand out. - I have listened to  multiple phone calls as of the date that I responded to the initial complaint. In those calls, nothing was mentioned about the magnets being placed on phonebooks and I am not sure where this would even come from as we do not have them placed on the phonebooks. Had we said that, I would completely agree with your request for a refund as that would have been a misrepresentation by one of my employees. That being said, I will continue to look for calls that I possibly might not have listened to.  In the event that it was said, a refund would be issued. In the event that it was not said, no refund will be issued and I will ask that any further comments in regards to this be stopped as it will be considered false accusations and possibly slanderous. - From all of the information that you listed and that I have been able to review, in no way did we mislead or lie to [redacted] in regards to what this is. Each business receives at least 25 magnets, some received a lot more, it just depends on each business. When the statement was made in regards to 10,000 exposures, that is correct, each business receives at least 10,000 exposures for the project. - While yes, your business along with the other businesses on the project did pay for their ad being placed on the magnets, we still provide a service to the community. The residents to do not have to pay to receive the magnets as they are handed out to the residents. It is to them that the service we provide is free. While I am truly sorry that you feel this way about the service we provide, at this time I have not heard any comments from any employee of Legacy that states that these magnets would go out on the phonebooks and as long as that hold up, no refund will be given. Also, as long as it holds up I am requesting that this complaint, being false in nature not be listed on our page as it would be deflamitory to our business having false information on it.

I appreciate your responses that you feel that you addressed my concerns, however, they do not address my concern of being charged $62.50 for nothing. I was not in buyers remorse, I was in buyers concern that I was mislead to believe your company was being truthful and organized. After talking with your customer service reps I found that your company was neither organized or truthful.  As I stated previously I wish I would have done my research, because after reading the complaint with your company they all have one thing in common. You did not provide them with what they had thought they were going to receive. I paid my cancelation fee as you stated I was obligated to do, and with doing that I feel obligated to inform others of your companies work ethics and give them the opportunity to make their decisions from what myself others have experienced. If your company was a stand up company you would have just canceled the fee I was charged for doing nothing at all for me, however, you feel that what you did was worth the fee.  So, this complaint will stand as not being resolved from my business aspect until I am reimbursed for the $62.50.

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 sorry that you feel this way as we try to ensure that all customers have a good experience  with our company. The sales representative did not mislead you, yes, the rep stated that the guides would be distributed to new residents but also stated that they would be distributed to current residents as well. The reason that when you asked what the main distribution point is, we did not have a concrete answer is... when we set up the main distributor, most of the time they want a list of the sponsors that have purchased ad space so that they can make sure they are reputable companies and not in certain industries. Due to this, on a good number of our projects we have to wait until we have obtained all sponsors before getting a signed agreement with the distributor.In regards to your comment about our other complaints, yes we have had a small number. We average less than 0.001% of our clients not being completely satisfied with our service. This also has nothing to do with your situation, so bringing any other issues up is a mute point as every situation has different components to it as well as different information. Have we made a few mistakes, yes, but we also have owned up to the mistakes that we have made and have always tried to make it right with the customer.Your main point in the original complaint had to do with the logo that our graphics department pulled off the internet so that we could send you an ad proof so that you could make corrections. That was explained as to why we did that. Then you made that statement about distribution, which I have also explained. While I am sorry that you feel that one of my employees mislead you, I have reviewed the information and have found that you were not mislead. Had my employee mislead you, when you wanted to cancel, our customer service department would have reviewed the information and not charged you a cancellation fee. In addition, if the false derogatory remarks about the company not been made, we might have been able to work something out in addition to just allowing the invoice to be cancelled. I would have had no problem offering to allowing your ad to still be on the project without paying any additional money to show the quality work that we do.

This is in regards to the complaint filed by [redacted]. [redacted] placed the ad for [redacted] on the Cabarrus County Community Guide Magnets on 10/27/2015 and paid for the ad on 11/30/2015. I have listened to not only the initial sales call but the verification call as well....

During the placement of the ad [redacted] was told the following information:- Magnets would be going out through high traffic places throughout the County.- [redacted] would be the exclusive towing & recovery business featured on the magnets.- Magnet would feature local and national emergency numbers.- We ship the magnets out into the area- The magnets are free to the residents of the communityWhen the ad was placed [redacted] received a Welcome Letter, in this welcome letter is states that the project takes roughly 12 to 16 weeks for production and delivery. The magnets were delivered to the customer on 2/25/2016, but was scheduled for pickup from our office on 01/29/2016. We schedule pickups from the Post Office and at times they do not come by our office. We have emails from us to the local hub complaining that our pickups are not happening as scheduled. That being said, the magnets were shipped within the scheduled 12 to 16 weeks.In regards to the statement made by the customer about the magnets were supposed to be on the phone books. That statement is false and neither the sales representative or the verification specialist stated anything about the magnets being placed on or with the phonebooks. I do have the calls and if need be can produce these files to any authority if requested. If we had stated that, I would understand the frustration of the customer, but we did not make that statement.Based on our records, we did everything that was promised to the customer. This customer received his magnets as well as the other magnets that are getting distributed throughout Cabarrus County from other businesses and/or companies that are located throughout the County.At this time, I request that this complaint be closed and removed from our file as there are false accusations and statements on the complaint.

During one of his calls with Legacy Magnets, [redacted] was told that these magnets would reach 10,000 households per phonebook distribution.  I understand that the Legacy Rep has listened to two phone calls, however,  there were multiple phone calls between Mr. [redacted] and Mrs. [redacted] with Legacy.   Attached is the welcome letter we received thanking us for our sponsorship benefiting Cabarrus Co - NC Community Guide.  It states, "It is with your support that we are able to provide this service to your community free of charge."    Legacy has not provided any service to our community free of charge.   Everyone on the magnet has paid for ad space and only received the 25 complimentary magnets (refer to invoice).    If the magnets are complimentary, what did we purchase?  We ordered these magnets to support our community and get word out about our business.  We have spoken to other businesses on the magnet we received and they purchased the ad under the same pretenses as our company.  Also, the letter states nothing about the time period in which these magnets would arrive or be distributed as your response stated.  If a company is having trouble with delivery and know it has been an issue, why not notify the customer.  I have also attached the ad proof sheet.  These three documents are all of the mail correspondence I have received from Legacy.  We would like a full refund of $250 for not following through with advertising our company as we were led to believe would happen and for not providing any other sort of service our community for the $250 we paid as stated in our welcome letter.

In regards to the client's complaint. I have looked into the process of the project and here is what I have found.The client was contacted at the very end of June in regards to placing an ad on the McKean County Community Guide Magnets. The client agreed to the purchase and the terms of sale. The...

normal process for our projects is 12 to 16 weeks from the time the project is started to the time the project gets printed. This gives us enough time to make sure that the client's have received their ad proofs, signed off on the proof and paid their invoices before going into production. Then the project will get ready to be shipped and then shipped.While most of the time this timeframe is able to be met, there are times that the timeframe has to get extended for one reason or another. When we print our projects, we print anywhere from 200 to 400 different projects at a time. The production time can vary based on the total number of projects that we are printing at that time. When the client's project was going into production, the number of projects that we were printing extended the total production time on the magnets and we apologize for the inconvenience that this caused. The magnets were shipped out already. For the delay and any inconvenience that this has caused the client, we will off the client a free ad on the next edition of the project.

I was played the tape recorded message that our newly hired employee answered the call from Legacy Innovations. It did not state that he claimed to be in charge of making purchasing decisions. The business owners are the only ones with the power to make these decisions. We did do advertisement with our local newspaper that [redacted] states he thought this was the aforementioned advertisement. But alas, our company only makes purchases with signature approval from the owners only. We asked this company 2 years ago to remove us from any & all future contact for how their business was handled with us then. We were contacted by the local school to make a fraud report on this company then because the advertisement that was supposed to be handled by them on a basketball program was not done for several of the businesses that paid to have it done. And both the school and local businesses thought that this was advertisement through our local Chamber of Commerce. After all was said and done Legacy Innovations refunded some of the advertisement cost and agreed not to contact us again. Back to this current issue #1- We never should have been recontacted by this business as was requested. #2- No signature for approval for work to be done was given to this company for them to do work with us. One of our new employees of course was unaware of this fact because it was 1-2 yrs ago that we requested no further contact. We are a very busy company that does not have time to screen every call or email received by businesses wanting to advertise for us. We took it for granted that when we said don't contact us again it would be honored. That is the main reason that I am angry/frustrated with this company. Had they adhered to that we would not be where we are today making complaints. Our attorney has been given all of the info that we have concerning this company and states we will take it where we need to if not settled properly. The other claim that was dismissed was handled by this company's President & he is the one who proclaimed we would never have to worry about his company contacting us again. What happened to that promise/claim? We did not give any info on payment for this advertisement because only the owner can give out payment info. Not our employees. Legacy's advertisement employee did not receive approval from our company.

I have reviewed the response and my feelings have not changed about the companies practices.  I should have just done my research before believing that they were a reputable company.  As here on the Revdex.com they have had 16 complaints in the last three years, and 10 of them being within the last year.  If you read the consumers complaints they all have a common issue, the company is not providing what was told to the purchaser.  As I have already stated, the first person I had talk to told me they were doing this for Adams County and they were distributing them to new home buyers, I was then transferred to another person, that is where the phone call has been recorded.  I am not saying I didn't agree to the purchase of the ad space, but I am saying I was mislead on who was distributing them, as I would not have agreed to any ad space otherwise.  To state that I did not try to work with Legacy on this issue is incorrect, I called several times to make sure who was distributing them, and this went on for several weeks.  After getting tired of hearing who they might and emphasize might have lined up on distributing the product I decided to cancel.  At that time they informed me that I was going to be charged a cancelation fee, I explained to them I did not agree with the fee because they had not done anything for my business, no proof ads of what it was going to look like as a final product.  If taking my logo off the web an sending it to me and charging me a fee is what they thought was fair, I apologize not agreeing with that at all.  They never produced anything what so ever that showed a final product, they never had a distribution company lined up even to the day I canceled.  I paid my cancelation fee as they had requested, and glad I did because reading the reviews the company likes to send people to collections for not paying for services not up to purchasers satisfaction.  My opinion of this companies practices have not changed and this all could have been settled by not charging me a fee for copying my logo off the web, as I had never sent it to them.  I informed them when I paid my fee that I was going to file a complaint to let others know of how this company operates.  Like I said before and I will keep saying, they could have just not charged me for copying my logo, sending a bill with my logo on it, and not providing any proof of what final product was to look like.  Buyers remorse had nothing to do with this transaction, as if it would have been what I was told I would have went forward with it.  Instead they charged me for canceling something that really never began.

In regards to complaint filed against Legacy Innovations. I have looked into the details of this, please find my response below.When this customer was called, they were told that these were the magnets being distributed by the Chamber of Commerce. The complainant wants you to believe that we mislead...

them but this is not the case. The Chamber of Commerce is distributing the community guide magnets. As always, we have the proof to show that they are the distributor. At the Revdex.com's request, I will email over the recorded phone call between the Chamber of Commerce and Legacy Innovations where the representative from the Chamber authorizes this and agrees to be the distributor. I believe that the customer is trying to use the Revdex.com and complain as a way for them not to have to pay their invoice or hold up to their end of the agreement. Which, also at the Revdex.com's request, I will email over the recorded conversation between the complainant and Legacy where the complainant agreed to pay for their ad placement on the community guides for their area. I have no problem placing the complainant on our do not call list as we do not want to do business with a company that will make false allegations against us in order to get out of their agreement. I will not however cancel this ad without the customer paying a cancellation fee, and that will only be allowed if we have not yet sent this project into production.

My main reason for disputing this bill is primarily because of loss of faith in the company and secondarily because of the things I was not made aware of.  One would be foolish to continue a transaction with a company they do not trust.  Moreover, after reading the 20 complaints made on the Revdex.com, I don't want to risk another incident happening. What's ironic is that I would have never come to the Revdex.com site if it hadn't been suggested by the last representative I spoke to. Because I accused the company of being a scam, she told me to check the Revdex.com to prove that they were NOT a scam.  But when I got to the site, I discovered 20 complaints to the Revdex.com stating that this company is a scam. My only accepted resolution will be to cancel the order without penalty.  However, if this dispute is not resolved in this way, I propose that All Sports Promo provide the recordings of my calls, as they offered. Upon review all parties will hear the progression of my discontent. Yes,  it is correct that I agreed to pay for the towels.  However, after not receiving the proof via post mail, as agreed, being blocked from their website to view the proof, on top of the off-color remark made about lebsians, and subsequently reading the other complaints on Revdex.com, I now want to cancel my order without being penalized. The complications that have arisen in this order have made me lose faith in the company and led me to believe that I should NOT trust this company with ANY business information.  For the record, the rep's name was definitely Michele, not Melissa, because, as you'll hear in the recordings, we talked about the spelling of her name, specifically, since it is also my middle name.

I have gotten conflicting information from office manager on cancelation time frame and feel a resolution is still pending. Please advise on a resolution to my issue and contact myself asap

I have reviewed the clients rejection to my initial response and have once again reviewed the details of this transaction. Below you will find my response.   To make light of the client’s statement in regards to the 20 complaints that we have had over the past 3 years. Yes, we have had a couple of complaints but this also must be taken into context. During the same three year period that we have had these 20 complaints, we have also worked with over 30,000 clients, schools, municipalities and other businesses. This means that less than a fraction of a fraction of 1% of the companies that we worked with over this time have had complaints. I am going to use another company as an example as well. I am guessing that either yourself or someone that you know has shopped at a Walmart. Over the past 3 years Walmart has had over 3,600 complaints. By your statement, you or someone that you know should stop shopping at Walmart because they have had complaints as well. If the client stopped doing business with companies that have received complaints, either through her business or personal life, I am sure that the client would have a hard time. This in no way invalidates the agreement made between the client and my company as it sounds like the client just does not want to follow through on what was agreed upon.   To call us a scam is not only slander but libel as well as we have never scammed a business since we opened the doors. Do we get everything 100% correct, no, we make mistakes as I am sure so do you. If the client wants to throw words around like scam, I will take legal action against the complainant to protect my company’s reputation.   As previously stated in my initial response, our site does not fish for information, as the client so put. This would be an issues with the security settings on either the clients computers, router or firewall, not an issue with our website. We have numerous clients each and every day going on to the site to review and approve their artwork without issue.   No back to the actual facts of the matter. This order was placed and the terms agreed upon by the client. We have not done anything that would invalidate this agreement. I am attaching the verification call for the Revdex.com’s review. You will hear on this recording, exactly what I stated in my initial response. The verifier on the call did stumble through some items as he was new at the time and just getting used to the verification process, but did make it through this entire process. You will also hear, when the client suggests that she was appalled when the verifier almost changed a word into something else, that she actually laughed at it as if the mistake was funny to her. Throughout the entire call the client had ample opportunity to decide to not proceed with placing the order but in fact did agree to all of the terms which include how long the client has to cancel without penalty.   This client’s complaint has no merit what so ever as it sounds like all that is happening is, she has decided that she does not want to follow through on what was agreed. This invoice will remain open and if not paid immediately, I will be sending this to a collections company.

Complaint: [redacted]
I am rejecting this response because:I received a call from [redacted] at Legacy on 12/20 indicating that her management approved me to be sent a full refund, due to the fact that the original representative lied to me regarding the distribution of the magnets. They claim that I will receive my check just shortly after the 1st of the year, so I am currently awaiting said check.Regarding the response previously submitted, I am rejecting it since it did not address the issue at hand - the issue is that the company lied about the distribution of the magnets when they first contacted me regarding advertising. The magnets were to be distributed by the county offices, police stations, and fire stations throughout McKean county. That would be a wonderful opportunity, and that is the only reason why I agreed to be a part of this campaign. I was then informed early November that no one was to be distributing the magnets - the original representative from Legacy LIED. Why would I want to pay some ridiculous amount for advertising on a magnet that is not being distributed anywhere useful? Hence, my request for a refund since the company lied about what was to be done with the magnets.At this time, I await the refund check. If that comes through, as my phone contact [redacted] has indicated, then I will be satisfied. I am waiting, however, for that to happen at this time.
Regards,
[redacted]