Thank you for sharing your feedback and concerns with us Our goal is to thrill all of our customers and so we're sorry that you haven't had a better experience We take your concerns very seriously, and as such our ** ** *** *** *** ***, has been trying to get in
touch with you to discuss your experience in more detail Like all of our local business customers, we're sure that you're extremely busy, but if you can spare a moment to connect with ***, her number is ###-###-#### We look forward to connecting and working to resolve this issue
Thank you for bringing this to our attention We are currently investigating your concern and would like an opportunity to connect with you directly to understand it in more detail Is there a time that we can connect with you via phone? Please let us know and we will follow up
ASAP Thank you
Dear [redacted],It is not our intention to avoid or ignore the importance of this complaint. We take all of our customers’ concerns seriously and are focused on providing a world-class service experience for them.To address the issues you raised, we had one of our senior leaders call you to discuss on 11/12 and 11/25. However, we were unable to reach you both times, so they left a voicemail with return details. We had hoped to offer you personalized care and as we had indicated in our initial response, this is our level of service we offer all customers. The postcard process you described is a necessary part of transferring ownership of the account. Prior to your official cancellation, our team sent via email all the usernames and passwords for your business accounts on 12/9/2014, except for Google+, which (as you noted) always requires an additional administrator verification process, whereby the new admin/owner requests, and Google sends, a secure postcard to the new admin owner. For security purposes, the postcard must only be sent to the new admin owner -- not Main Street Hub. The official cancellation date for our agreement was set for 12/25/14 and we feel we have completed all the necessary steps for a professional and thorough transfer of ownership. Again, we want to reiterate that we truly value feedback from our customers in our mission to help create thriving local economies. It was never our intention to leave you frustrated with our service, and we hope that we can get this matter sorted for you as soon as possible. Please feel free to give us a call anytime at [redacted]. Thank you, Main Street Hub Customer Service Team
Complaint: [redacted]
I am rejecting this response because: MainStreet never should have removed us from our own accounts. I've returned the call twice to MainStreet's employee named [redacted] (sp?) [redacted], left messages both times, and have yet been given a return call. However, I am now BACK on MainStreet mass media email marketing list (which we had been requested and removed from when we ceased employing the company), which feels very much like a slap in the face.The amount of time, measured in weeks, that it took me to gain ownership over my online accounts, leads me back to the original solution, and that is the refund of all fees paid. I will not keep chasing this company around and feel they're buying time until the complaint closes.
Regards,
[redacted]
Thank you for your feedback. While your experience is very atypical of what we hear from our customers we are sorry that it wasn't better. We will certainly oblige your request to not be contacted, but if you ever wish to speak directly to our co-CEOs or any senior member of the team,...
Dear [redacted] Thank you for sharing this feedback. Professionalism is something that we take very seriously in our mission to help local business owners. It was never our intention to leave you feeling frustrated as a result of that and we will have one of our senior managers reach out to you...
directly. Alternatively, you can reach us on [redacted] if there’s ever anything we can do to be helpful. All the best, Matt and Andrew, Co-CEOs
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is still unresolved. All they have said is that they will contact me. They have yet to do that.
Regards,
[redacted]
Dear [redacted],Thank you for your message and providing us the opportunity to respond to your concerns. Our company has been built on providing the very best service for local business owners, so we’re disappointed that our services weren’t what you were looking for.We have reached out to your account...
manager and are working to get this issue resolved as soon as possible. In the meantime, don’t hesitate to reach out to us directly at [redacted] if you would like to discuss the matter further.--[redacted] and [redacted], Co-CEOs
Hello [redacted],Thank you for your email.We feel strongly about providing personalized experiences and are always aiming to treat each of our customers like the local heroes they are. Your experience is important to us and speaks to one of our core values, that being we hold ourselves accountable for our choices and results in order to provide a valuable service for our customers. We would like to reiterate that having a senior manager call you on 12/4 to discuss your concerns personally was our attempt to dig deeper into the issue. We were grateful for your feedback and this call provided us the opportunity to understand the situation better and resulted in an agreed resolution between us. We hope that we have covered all of the concerns you have expressed, but please feel free to reach out to us in any way if you would like to explore the issue further.Thank you, Main Street Hub Customer Service Team
Dear [redacted],Thank you for your message and providing us the opportunity to respond to your concerns. We take all of our customers’ concerns seriously and are focused on providing a world-class service experience for them.After speaking with your account manager, it looks like we have resolved this...
issue. If you have any further questions, please feel free to reach out to us directly at [redacted]. All the best, [redacted]n, Co-CEOs
[redacted] Thank you for bringing this issue to our attention. Our Customer Success team has been trying to reach you to resolve this issue over the past few days without success. We will continue to reach out so we can resolve this ASAP. If there is a preferred time for you...
to connect, please let us know and we will contact you then. Best Regards, [redacted]
Dear [redacted], Thank you for sharing this feedback. Professionalism is something that we take very seriously in our mission to help local business owners. It was never our intention to leave you feeling frustrated as a result of that and we will have one of our Senior Managers reach...
out to you directly within the next two (2) business days. Alternatively, you can reach us on [redacted] if you would like to contact us at your convenience on this matter. Thank you kindly. Main Street Hub Customer Service Team.
Complaint: [redacted]
I am rejecting this response because: All you guys ever say is "Im suprised by this" or "Ive never had this happen before" which are just canned responses and show that MSH doesnt care about customer service and is unwilling to look deeper into the issue. This company needs to look at their practices seriously. I wasted valuable time correcting errors that could have been avoided by following through on commitments promised.
Regards,
[redacted]
Hello [redacted],Thank you for your email.We are committed to providing the very best service to our customers and want to work as hard as we can to resolve this issue. If you are willing, we would like to set up a phone call for you to speak with one of our Senior Customer Success Managers, so that we can explain the process that we followed in more detail. We hope to resolve your concerns as soon as possible and remove any doubt you may have about the handover process however we did try to call you personally 11/12 and 11/25, left our call back details and we still have not heard from you. We also would like to explain more about the transfer of administration with Google if an account has been inactive for a certain period of time. Please feel free to give us a call anytime at (512) 614-3260 or let us know if there is a convenient time for us to reach out to you and continue to try and assist you even though our service agreement ended 12/25/14, we are trying to actively resolve your concerns.Thank you, Main Street Hub Customer Service TeamTell us why here...
Dear [redacted],Thank you for your message.It is not our intention to avoid or ignore the importance of this complaint. We take all of our customers’ concerns seriously and are focused on providing a world-class service experience for them. As we cannot accept account cancellations via email, we therefore...
had one of our senior leaders call you personally to discuss on 4/22/15. We acknowledged all of your concerns with empathy, provided the remedy in which you were seeking and also processed the official cancellation of service agreement effective immediately (4/22/15) - confirmation was also sent to your nominated email account.Again, we want to reiterate that we truly value feedback from our customers in our mission to help create thriving local economies. It was never our intention to leave you frustrated with our service. Please feel free to give us a call anytime at [redacted]. Thank you,Main Street Hub Customer Service Team
Hello,
Thank you for notifying us about this issue. We take matters like this very seriously. We have looked in our system and cannot find a record of a call to the number that was provided in the complaint. If possible, could you provide us with the phone number you...
were called on? Or any alternative phone numbers, or names for the business so we can search our records to see who might have called? We are also not familiar with the phone number that was provided as the source of the call from our company. We want to investigate this as thoroughly as possible so any further information you can provide would be helpful.
Sincerely,
[redacted]
Dear [redacted],Thank you for your feedback. We take all of our customers’ concerns seriously and are focused on providing a world-class service experience for them.To confirm, a senior manager spoke with you directly on 12/4, and we agreed on the resolution per your request below. We feel satisfied that...
we have listened to your concerns and actioned the necessary steps to put things right.Again, we want to reiterate that we truly value feedback from our customers in our mission to help create thriving local economies. It was never our intention to leave you frustrated with our service. Please feel free to give us a call on [redacted] if you would like to talk to one of our team members, however, we do hope that we have been diligent in addressing this matter.Thank you, Main Street Hub Customer Service Team
Thank you for the feedback and for voicing your concerns. A member of our Customer Success Team has reached out and it is our understanding that we have agreed on a resolution to this issue.
Thank you for sharing your feedback and concerns with us Our goal is to thrill all of our customers and so we're sorry that you haven't had a better experience We take your concerns very seriously, and as such our ** ** *** *** *** ***, has been trying to get in
touch with you to discuss your experience in more detail Like all of our local business customers, we're sure that you're extremely busy, but if you can spare a moment to connect with ***, her number is ###-###-#### We look forward to connecting and working to resolve this issue
Thank you for bringing this to our attention We are currently investigating your concern and would like an opportunity to connect with you directly to understand it in more detail Is there a time that we can connect with you via phone? Please let us know and we will follow up
ASAP Thank you
Dear [redacted],It is not our intention to avoid or ignore the importance of this complaint. We take all of our customers’ concerns seriously and are focused on providing a world-class service experience for them.To address the issues you raised, we had one of our senior leaders call you to discuss on 11/12 and 11/25. However, we were unable to reach you both times, so they left a voicemail with return details. We had hoped to offer you personalized care and as we had indicated in our initial response, this is our level of service we offer all customers. The postcard process you described is a necessary part of transferring ownership of the account. Prior to your official cancellation, our team sent via email all the usernames and passwords for your business accounts on 12/9/2014, except for Google+, which (as you noted) always requires an additional administrator verification process, whereby the new admin/owner requests, and Google sends, a secure postcard to the new admin owner. For security purposes, the postcard must only be sent to the new admin owner -- not Main Street Hub. The official cancellation date for our agreement was set for 12/25/14 and we feel we have completed all the necessary steps for a professional and thorough transfer of ownership. Again, we want to reiterate that we truly value feedback from our customers in our mission to help create thriving local economies. It was never our intention to leave you frustrated with our service, and we hope that we can get this matter sorted for you as soon as possible. Please feel free to give us a call anytime at [redacted]. Thank you, Main Street Hub Customer Service Team
Complaint: [redacted]
I am rejecting this response because: MainStreet never should have removed us from our own accounts. I've returned the call twice to MainStreet's employee named [redacted] (sp?) [redacted], left messages both times, and have yet been given a return call. However, I am now BACK on MainStreet mass media email marketing list (which we had been requested and removed from when we ceased employing the company), which feels very much like a slap in the face.The amount of time, measured in weeks, that it took me to gain ownership over my online accounts, leads me back to the original solution, and that is the refund of all fees paid. I will not keep chasing this company around and feel they're buying time until the complaint closes.
Regards,
[redacted]
Thank you for your feedback. While your experience is very atypical of what we hear from our customers we are sorry that it wasn't better. We will certainly oblige your request to not be contacted, but if you ever wish to speak directly to our co-CEOs or any senior member of the team,...
please don't hesitate to ask.
Dear [redacted] Thank you for sharing this feedback. Professionalism is something that we take very seriously in our mission to help local business owners. It was never our intention to leave you feeling frustrated as a result of that and we will have one of our senior managers reach out to you...
directly. Alternatively, you can reach us on [redacted] if there’s ever anything we can do to be helpful. All the best, Matt and Andrew, Co-CEOs
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is still unresolved. All they have said is that they will contact me. They have yet to do that.
Regards,
[redacted]
Dear [redacted],Thank you for your message and providing us the opportunity to respond to your concerns. Our company has been built on providing the very best service for local business owners, so we’re disappointed that our services weren’t what you were looking for.We have reached out to your account...
manager and are working to get this issue resolved as soon as possible. In the meantime, don’t hesitate to reach out to us directly at [redacted] if you would like to discuss the matter further.--[redacted] and [redacted], Co-CEOs
Hello [redacted],Thank you for your email.We feel strongly about providing personalized experiences and are always aiming to treat each of our customers like the local heroes they are. Your experience is important to us and speaks to one of our core values, that being we hold ourselves accountable for our choices and results in order to provide a valuable service for our customers. We would like to reiterate that having a senior manager call you on 12/4 to discuss your concerns personally was our attempt to dig deeper into the issue. We were grateful for your feedback and this call provided us the opportunity to understand the situation better and resulted in an agreed resolution between us. We hope that we have covered all of the concerns you have expressed, but please feel free to reach out to us in any way if you would like to explore the issue further.Thank you, Main Street Hub Customer Service Team
Dear [redacted],Thank you for your message and providing us the opportunity to respond to your concerns. We take all of our customers’ concerns seriously and are focused on providing a world-class service experience for them.After speaking with your account manager, it looks like we have resolved this...
issue. If you have any further questions, please feel free to reach out to us directly at [redacted]. All the best, [redacted]n, Co-CEOs
[redacted] Thank you for bringing this issue to our attention. Our Customer Success team has been trying to reach you to resolve this issue over the past few days without success. We will continue to reach out so we can resolve this ASAP. If there is a preferred time for you...
to connect, please let us know and we will contact you then. Best Regards, [redacted]
Dear [redacted], Thank you for sharing this feedback. Professionalism is something that we take very seriously in our mission to help local business owners. It was never our intention to leave you feeling frustrated as a result of that and we will have one of our Senior Managers reach...
out to you directly within the next two (2) business days. Alternatively, you can reach us on [redacted] if you would like to contact us at your convenience on this matter. Thank you kindly. Main Street Hub Customer Service Team.
Complaint: [redacted]
I am rejecting this response because: All you guys ever say is "Im suprised by this" or "Ive never had this happen before" which are just canned responses and show that MSH doesnt care about customer service and is unwilling to look deeper into the issue. This company needs to look at their practices seriously. I wasted valuable time correcting errors that could have been avoided by following through on commitments promised.
Regards,
[redacted]
Hello [redacted],Thank you for your email.We are committed to providing the very best service to our customers and want to work as hard as we can to resolve this issue. If you are willing, we would like to set up a phone call for you to speak with one of our Senior Customer Success Managers, so that we can explain the process that we followed in more detail. We hope to resolve your concerns as soon as possible and remove any doubt you may have about the handover process however we did try to call you personally 11/12 and 11/25, left our call back details and we still have not heard from you. We also would like to explain more about the transfer of administration with Google if an account has been inactive for a certain period of time. Please feel free to give us a call anytime at (512) 614-3260 or let us know if there is a convenient time for us to reach out to you and continue to try and assist you even though our service agreement ended 12/25/14, we are trying to actively resolve your concerns.Thank you, Main Street Hub Customer Service TeamTell us why here...
Dear [redacted],Thank you for your message.It is not our intention to avoid or ignore the importance of this complaint. We take all of our customers’ concerns seriously and are focused on providing a world-class service experience for them. As we cannot accept account cancellations via email, we therefore...
had one of our senior leaders call you personally to discuss on 4/22/15. We acknowledged all of your concerns with empathy, provided the remedy in which you were seeking and also processed the official cancellation of service agreement effective immediately (4/22/15) - confirmation was also sent to your nominated email account.Again, we want to reiterate that we truly value feedback from our customers in our mission to help create thriving local economies. It was never our intention to leave you frustrated with our service. Please feel free to give us a call anytime at [redacted]. Thank you,Main Street Hub Customer Service Team
Hello,
Thank you for notifying us about this issue. We take matters like this very seriously. We have looked in our system and cannot find a record of a call to the number that was provided in the complaint. If possible, could you provide us with the phone number you...
were called on? Or any alternative phone numbers, or names for the business so we can search our records to see who might have called? We are also not familiar with the phone number that was provided as the source of the call from our company. We want to investigate this as thoroughly as possible so any further information you can provide would be helpful.
Sincerely,
[redacted]
We appreciate the feedback and will connect with the customer to reach a resolution. Thank you!
We contacted this customer again to find a resolution and successfully found a solution.
Dear [redacted],Thank you for your feedback. We take all of our customers’ concerns seriously and are focused on providing a world-class service experience for them.To confirm, a senior manager spoke with you directly on 12/4, and we agreed on the resolution per your request below. We feel satisfied that...
we have listened to your concerns and actioned the necessary steps to put things right.Again, we want to reiterate that we truly value feedback from our customers in our mission to help create thriving local economies. It was never our intention to leave you frustrated with our service. Please feel free to give us a call on [redacted] if you would like to talk to one of our team members, however, we do hope that we have been diligent in addressing this matter.Thank you, Main Street Hub Customer Service Team
Thank you for the feedback and for voicing your concerns. A member of our Customer Success Team has reached out and it is our understanding that we have agreed on a resolution to this issue.