LiveRez, Inc.

To Whom It May Concern:
Complainant is indicating here that there was a “Glitch” with the LiveRez software, which definitely is not the case. The reservation the complainant is citing was booked in March It was not until May that the manager’s company asked to suspend their LiveRez
services and take their website off the internet and disable their reservation system access. Therefore, at the time the reservation was made, the complainant was using and paying for their personalized LiveRez reservation system and website. LiveRez provides a reservation system, website and the ability for online bookings as part of our services. Any bookings made or received during a time when the system and website are active should not be viewed as a glitch in the system, as that is what our system is designed to do There were multiple Web bookings received during the year the complainant used our system, so this March booking made through their website was nothing new to them
There was no double booking that occurred within the LiveRez system itself. The complainant booked the same property for the same time frame on another booking site while maintaining an active LiveRez website and reservation system. Therefore, as this reservation came in months before the complainant terminated their LiveRez services we feel that a refund is not appropriate in this instance. We regret the confusion caused to the complainant and their guests due to them double booking their property but this was not due to any malfunction or “glitch” within the LiveRez system

March 2, To Whom It May Concern: Nothing new has been presented hereAll of these issues have been addressed in our initial Revdex.com response and have been truthfully responded to. Again, all contractual obligations were fulfilled by LiveRezComplainant did not fulfill her 12-month contract with LiveRezAirBnB is a third party and has no bearing on our agreement with complainant

Complaint: ***I am rejecting this response because: they are not being honestThey never followed up as promised and have ignored all our attempts to make contact over last several monthsWe have not been able to sign up with another service provider bc liverez is holding our money and has made zero attempt to resolve this issue -- their actions have created a substantial loss beyond our initial monetary investment and we would never agree do business with this company after the way they have behaved -- we are requesting that they return our money as soon as possible so we can move forward with building this business as intended with a more reliable and honest partner
Sincerely,*** ***

Complaint: [redacted]I am rejecting this response because:
Our only reason for subscribing to Liverez was for the [redacted] integration. We made it VERY CLEAR at every step of the way that we rely solely on [redacted] for reservations. At every step of the way Liverez assured us there would be no problems. At NO POINT in the onboarding process we were advised or warned that we should transition slowly or that we would have a decrease in revenue due to this integration, FURTHERMORE... we did not have just a decrease we had a complete STOPPAGE of revenue due to the integration. It is true that after many attempts to get help from Liverez they said it is not their fault but [redacted]'s fault. We did not pay [redacted] for an integration to Liverez and if we had contacted [redacted] about Liverez they may have warned us of the potential of losing several weeks of revenue due to the integration and [redacted] may have also have advised us to integrate slowly. Liverez NEVER told us to integrate slowly or warn of the monetary impact of using their system for a current [redacted] user. 
My rejection is based on this negligence of either over confidence in a service Liverez did not know would be so damaging or worse as Liverez self acclaims to be the premier software for integration with [redacted], Liverez should have warned us in advance or better, told us to transition slowly. There is an element of FALSE ADVERTISING here and/or fraud leading to severe damages to my company thus the reason for the rejection and request for a FULL REFUND.
I do appreciate that the monthly charges are now stopped. I also appreciate Revdex.com helping our small company communicate with LIVEREZ regarding this matter for they had ceased communication with us once they had self-determined that they had no reason to refund. Sincerely,[redacted]

October 27, 2016
To Whom It May Concern:
LiveRez is a software company that builds and supports customized reservation systems and websites for our clients (partners).  As an additional feature to our software, we do offer integration with the company the complainant mentions, but this...

represents only one small piece of the multitude of additional services we provide our partners. 
This integration has been developed with a third-party provider that has its own standards and restrictions to meet.  When the complainant joined LiveRez the integrated company was able to provide services to the county most of the properties owned by the complainant are located.  During the implementation process this third-party lost the ability to offer services in this area due to local regulations.  This fact was communicated with the complainant, in writing, immediately upon LiveRez receiving this knowledge.  LiveRez worked with the third-party company on behalf of the complainant to attempt to find a way to work around the situation. 
Shortly thereafter, the third-party company was able to meet the regulatory conditions imposed by the county, thereby allowing the property manager to again list their properties in that county.  LiveRez reached out to the complainant to let them know the third-party was again able to offer their customers the ability to list in this market, and we were able to proceed to complete their integration.  It was at this time the complainant let us know they had broken their contract with LiveRez and switched to a different software company.  Again, these local regulations are of no fault of LiveRez or this third-party company.
Multiple attempts were made by numerous representatives of LiveRez to reach out to the complainant, with little to no response in return.  It should also be mentioned the complainant has attempted to obtain a refund through a neutral arbitration from their credit card company and LiveRez was found to have upheld our contractual obligations to the complainant, and we were allowed to keep the funds that we have received from complainant as all agreed upon services have been provided.

I have underlined the statements that were made to the Revdex.com from live rez which are completely false. My responses are in blue.      MESSAGE WRITTEN IN RESPONSE TO MY COMPLAINT:    Shortly thereafter, the third-party company was able to meet the regulatory conditions imposed by the county, thereby allowing the property manager to again list their properties in that county.  LiveRez reached out to the complainant to let them know the third-party was again able to offer their customers the ability to list in this market, and we were able to proceed to complete their integration.     — LIVE REZ DID NOT REACH OUT TO ME TO LET ME KNOW THAT THIRD PARTY (AIRBNB) WAS WILLING TO LIST WITH ME. I CONTACTED THEIR COMPETITOR (STREAMLINE) & MADE THEM AWARE OF MY ISSUE WITH LIVE REZ AND THEY ARE THE ONES THAT PUT ME IN TOUCH WITH AIRBNB TO RESOLVE THE ISSUE. LIVE REZ HAD GONE COMPLETELY SILENT ON US!!! I HAVE DOCUMENTATION TO PROVE THIS.   WHEN I TOLD THE REP FROM AIRBNB (IVY)  THAT I WAS REALLY UNCOMFORTABLE WORKING WITH LIVE REZ BC OF THE WAY THEY TREATED MY MOTHER & I SHE ENCOURAGED ME TO SPEAK TO A REP WITHIN THE COMPANY WHOM SHE HAD A RELATIONSHIP WITH NAMED BRITTANY F[redacted]  Once I agreed to speak to Brittany — Ivy put us in touch via email and Brittany responded like nothing had ever happened asking if she could move forward with setting us up…… I explained that we were far from being ready to continue doing business with them and provided her with a recap of our experience leading up to that moment — she apologized profusely and said she would speak to her superiors to try and find a resolution in order to keep us on board with live rez & to make up for all the problems we experienced. She never followed up after our hour long call. No one from their team did. At that point we contacted our bank to dispute the charges.   It was at this time the complainant let us know they had broken their contract with LiveRez and switched to a different software company.  Again, these local regulations are of no fault of LiveRez or this third-party company. We never made them aware that we switched to another company — to this day we still have not contracted another company since we have been patiently waiting to resolve this issue with Live Rez. Another blatant lie. I have attached a copy of our contract and I do not see any terms that would have made that a violation even if we had hired another company.     Multiple attempts were made by numerous representatives of LiveRez to reach out to the complainant, with little to no response in return.  It should also be mentioned the complainant has attempted to obtain a refund through a neutral arbitration from their credit card company and LiveRez was found to have upheld our contractual obligations to the complainant, and we were allowed to keep the funds that we have received from complainant as all agreed upon services have been provided.     Another blatant lie — they never attempted to resolve the issues we had with them — it seems if they feel this comfortable lying to the Revdex.com they did the same to our bank. We shared all the correspondence with our personal banker before they opened up the case and they felt very confident that we would have no issue getting our money back. I will start forwarding you everything I have to support my claims.

Revdex.com Complaint [redacted]
 
October 20, 2016
To Whom It May Concern:
LiveRez is the only reservation software provider in the vacation rental industry that offers a direct integration with [redacted].  Therefore, LiveRez is the industry leader in regards to [redacted] integration for our property...

managers.  The “on boarding” process of getting properties listed on [redacted] and into the LiveRez system will vary from customer to customer depending on their current relationship with [redacted],  and both LiveRez and [redacted] employ knowledgeable support staff for partners as they proceed through this transition.
As the complainant mentioned, they saw a drop in reservation activity from their [redacted] listings once the on-boarding process was complete and their LiveRez reservation system and custom website were activated on the internet.  Because of the nature of the complainant’s business model, relying heavily on [redacted] for reservations and inquiries this transition proved alarming to them.  During this period the complainant spoke repeatedly with representatives from [redacted] and was informed their issues were directly “related to [redacted] product limitations associated with the API”. It was suggested the complainant manage their listings manually to avoid the drop-off in inquiry, and then reconnect things slowly.  The complainant is trying to blame LiveRez for any slowing of new reservations coming in but this simply isn't the case. 
LiveRez is much more than an integration system with [redacted].  This represents one small piece of the multitude of additional services we provide out partners.  The initial $2,995 (discounted from the standard $4,995) is a licensing fee, charged by any software company.  This fee allows the complainant to have their own reservation system and website developed and brought live to the internet within their own specifications.   The $250 in monthly fees covers the hard costs of hosting and maintaining this website and reservation system for our partners and was agreed to contractually by the complainant.
LiveRez met all of the requirements as lined out in the contract signed by the complainant by building a custom reservation system and website to their expressed needs.  Due to the nature of the complaint being solely based around the [redacted] integration and [redacted]’s admitting to the problem being squarely within their own product limitations, LiveRez does not feel a refund is appropriate in this instance.  LiveRez has also ceased billing the complainant monthly charges as of September 1, 2016, despite the fact we have a contract stating to the contrary, therefore any claims of continuing charges are unfounded.  We hope to be able to continue to work with the complainant and build a long-lasting and mutually beneficial partnership with them going forward.

Revdex.com Complaint: [redacted]
 
November 9, 2016
To Whom It May Concern:
On June 7, 2016 the complainant signed a contract with LiveRez for a Responsive Site Upgrade.  By signing this contract the complainant agreed to pay $3,000 for LiveRez to update their website to newer and faster...

responsive technology. 
Over the course of executing this contract, LiveRez and the complainant had many conversations via phone and email relating to website redesign.  However, during the very final phases of the redesign, the complainant decided not to continue with the project.  At this point the website was in the final phases before going live onto the internet.  LiveRez had fulfilled all obligations under the contract, at a considerable cost to the company.   The complainant had only payed $1800 towards the contractually agreed upon price of $3000 and stopped payment on the final two payments, thereby not fulfilling their contract.
Since we view our customers as our partners in business, LiveRez was cognizant of possible financial concerns for the complainant.  LiveRez’s Vice President of Operations, Vice President of Sales and Vice President of Finance all took the time to discuss this situation together and with the complainant. After their communications, the executive team decided to release the complainant from the full amount that had been contractually agreed to and to let them go live for the cost of $1800, which they had already paid.
LiveRez would love to continue our long-term partnership with the complainant. 
As LiveRez completed everything we promised to do with the Responsive Site Upgrade Agreement, as well as waiving $1200 in fees agreed to by the complainant, we feel a refund is not appropriate in this circumstance.