LocalEdge

This complaint is being handled directly with the client. While a resolution has not been agreed upon yet, we are in communication with the customer.

I believe there is some confusion on this account. The internet advertising was shut down in March 2016. I do see that 3 payments were taken after the internet products were shut down, but those dollars were applied to the Erie County print directory for the year 2016. The remaining balance is also...

for the print directory advertising, not internet marketing. Lastly, the website that is currently up at [redacted]/ is not the site that Localedge created or hosted for the consumer. The site we created is no longer active. The consumer can call our customer service line for further clarification on the billing.

This complaint was resolved directly with the client in March 2016. Barry [redacted] Customer Relations Manager [redacted]

Hello [redacted] I see that your account with us consists of only one contract, for advertising in the 2014 edition of the Erie County phone directory. The basis of the complaint is you do not feel you agreed to purchase the ad.Unfortunately we disagree strongly with this. I am attaching a copy of...

the contract with print order and the email chain that includes your approval. Please note the approval is given from the same email listed in this complaint. Further, I point to the fact that you made payment to cover the first installment of the advertising this same time. Our account history shows that no payment was made for two months after this. On December 15, 2014 our mailed invoice was returned as not deliverable. On this date we left a voicemail for you regarding the address and the back balance. On December 17, 2014 we received a return phone call from you giving the new address and communicating that payment was forthcoming. On December 30, 2014 we received a call from you making good on you promise of payment. On this date you made a credit card payment in the amount equal to two months billing. That was the last payment we received, and the last time you responded to our numerous attempts to speak with you. Because you had worked with us to bring your account current previously, we waited 10 full months without payment or contact before turning your account over to a collections agency. We attempted to give you every opportunity to work with us before taking that step. Unfortunately, when a client is unresponsive for such a long period of time, we have no other option.

The client claims that they requested to cancel the contract within 3 business days of signing, which occurred on March 25th 2016. The client provided a cancel request in writing on March 31st, 2016 and then retracted that cancel request in writing on April 4, 2016. I am attaching the email...

chain that includes both of these communications in this email for Revdex.com review.  Work on the products continued and was completed.When the client reviewed the website, there was issue with two of the photos that were used, and the logo. One photo had different grade of sheet metal than the client uses, and the another was a photo of a structure that did not have soffits, and the client wanted a photo of a structure with a particular type of soffit. We assured the customer that these were quick corrections, and we agreed that the customer would find and supply two new photos and a higher resolution logo. To date, these have still not been supplied.Shortly after the conversation about the website photos, the customer stated that they had cancelled the products within 3 business days and so are no longer under contract. The matter has been reviewed and Localedge management has spoken with Mr. Heldwein directly on the matter. The customer contracted for the services and the services have been supplied.The website issues that have been communicated are minor corrections, and can be accomplished quickly. Localedge can and will make the adjustments but due to the specific nature of the issues, we need clear customer direction to make them properly. Attempts to work with the customer to make the changes have been met with replies from the customer that the contract was cancelled.

The question about the “old” site appears to be a separate url that existed prior to the client signing with Localedge. The client contracted with Localedge to build a new site on a new url, which we did. The client is referring to the old site being active on an old url that Localedge never had...

control of, and so could not take down. The host of that site would not allow Localedge to take the site down without the url owner’s permission. This is to protect the owner of the url from any unauthorized person from disrupting the site. With the client’s help we were able to help get the old site down after roughly 3 months, as the client stated, but this was not a matter that Localedge would have been able to correct- it required the url own to execute.  The clients url was transferred to him in December 2016.

I am sorry to hear about the clients experience. I have noted the account that they do not wish to receive any more calls in multiple places and have added them to our internal Do Not Call List. This should correct the issue

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have returned the company call and I am awaiting a return phone call. 
Regards,
[redacted]

The Account Manager spoke directly with the client this morning and resolved the issues.

The refund in question was completed in February 2016. The delay was due to an internal communication error on the Localedge side. The refund process has been adjusted to prevent similar issue from occurring in the future.Barry [redacted]Customer Relations Manager[redacted]

I have received and have resolved the matter directly with the client.

Phone response - I spoke to the consumer, and resolved their issues.

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]

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]

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]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Please contact me directly. [redacted]Regards,[redacted]

I have reviewed the consumer complaint and will be adjusting the balance for internet marketing to zero dollars. While we do require written notice for cancellation, I am willing to adjust and cancel the products as a good will gesture. There is still a balance remaining for the 2015 [redacted] Print...

directory in the amount of $27.41.

We are sorry to hear of the client’s issue with previous addresses printing in the directory. In looking for the incorrect listings, I am only able to find one instance which appears in the white pages of our book as an additional listing following the correct listing. Unfortunately, this came to us...

from the utility company, and has been provided to us on a yearly basis as a current, valid listing. In these situations, the customer must work directly with the utility themselves, as only the listing owner is allowed to request changes. The only listing under the heading [redacted] in the yellow pages is the correct one.Regarding the SEO service, I need to point out that the contract that was signed in December 2014 was in fact a 12-month minimum commitment. I have attached the contract and signed proposal (page 1) which both indicate the term length.  In the fourth month, as the customer states, he requested we “pause” the campaign due to funding problems.  This request was far outside our normal process but given the long account history, and the fact that the begin and end of the request were clearly defined we did pause the work and stop invoicing for the months of June through September. At the end of that period, the client informed us that the did not want to resume the work in spite of the arrangement that was made. Localedge did resume work, and began invoicing again.During this dispute, Localedge did allow the contract to terminate before 12 months billing, in spite of the contract. The contract has only billed 7 times, and no early termination fee was assessed. The client has paid 4 months to date. In an effort to resolve I can waive one of those months billed, making a total of 6 months invoiced (as the client states was agreed to) leaving only 2 months billing outstanding.

I am sorry there was confusion about the terms of the contract. I have reached out and spoken directly with the client, and we have agreed upon a resolution.

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]