We have received your Complaint submitted to the Revdex.com and appreciate the opportunity...
to respond.
There seems to be a misunderstanding regarding the work we performed on your behalf and the regular Communication We had along the Way to keep you informed of our progress and challenges. Before we recap our efforts in both of these areas, let me clarify our Professional Set Up service and the challenges we encountered getting Google to accept the updates to your business listing.
The Professional Set-Up option that you purchased from Merchant Centric is designed to enhance the online business listings for your business. Once we have access to the respective dashboards of your online business listing sites, i.e., Google, Yelp, Facebook, etc., we are then able to submit updates (categories, descriptions, photos) to those sites to improve the online visibility of your business. While at times we need to follow-up on the information submitted, in an attempt to get it published, we cannot make any guarantees that the submitted information is published (see our Terms & Conditions - Section 5 Third-Party Sites). Ultimately, the decision to publish (or not publish) submitted information is up to the respective listing site.
In your particular situation, your Google listing was "suspended" prior to Merchant Centric starting the Professional Account Set-Up Work. Through the course of more than 20 separate interactions with Google, your listing became Active and then again Suspended. Our multiple inquiries to Google regarding the status of your listing resulted in conflicting responses. At one point, Google said that your listing was suspended because it was "spammy". When we requested to know what that meant, we were initially advised that it was because there were too many changes within the account. However, on a follow-up inquiry we were advised that it was because the listing had a long period of inactivity.
The following is a summary of the dates, and notes, regarding your account. These notes only refer to the work related to your Google listing. It does not include the effort put toward creating and enhancing the listings for your business on Yelp, Facebook, Foursquare, Super pages, and Citysearch.
09/01/15 - Professional Account Set-Up Call
09/01/15 - Google note to client
I will be calling to try and unlock your page. Once that is completed, I will be making the necessary updates and enhancements as well as creating a GIF (rotating slideshow of your photos)
09/03/15 - Email Change Request from client
Received email from client letting me that he wanted to use another email for his business. Updated in Master listing,
09/09/15 - Google Verification Code Received from Client
Received Verification code from John. Updated info and pics, Created GIF, Called GGL since listing is still blocked as potential spam, said give 72 hrs to allow verification, Can’t fetch/control until block is removed,
09/14/15. Google Follow-Up gal
Called GGl. to follow up on page still being blocked. Rep stated it could take up to 2 weeks and to follow back up on the 23rd of Sept. Called Client to inform him of the status of his page per his request.
09/17/15 - Phone Number Change Request from Client
Client called in and wanted to change his business phone number to ([redacted].[redacted]
09/23/15 - Goggle Follow-Up
Called rep since page was still blocked. Stated it was supposed to sync with GGL Maps but didn't so it reverted back to potential spam. Rep advised it could take up to 2 more weeks to resolve problem but would contact me when it was Completed. Notified John of page status and will keep him updated
09/28/15 - Goggle Follow-Up
Called John to advise heard back from GGL requesting additional information (business lic.) John stated he will send me a picture Via email. Received email from John with info requested. Sent emaill to GGL for verification.
10/01/15 - Google Follow-Up
Called GGL to get status on blocked plus page. Stated there is no update and still being looked at by their engineers. Stated he would have the rep that previously helped me reach out to get an update,
10/02/15. Google Follow-Up
Received call back from GGL that his page has been verified and now live, Fetched in MC.
1902/15. Google Listing Marked CLOSED
Noticed his business was showing as closed with GGL maps. Called GGL and had to verify with Biz line that they were still open, had corrected back to being open.
10/02/15 - Client requested listing dashboard Credentials
Emailed listing dashboard credentials (Email & Password) to client
10/05/15. Client inquiry Regarding Ability to be Found Online
Received call from John who had questions about why he is unable to be found when searching for a locksmith in his area. FWD him the email about iPhones with Google searches and your Yelp listing and to contact me with any questions.
10/07/15 - Google Dropped from Search
listing dropped for unknown reason. Called GGL rep stated he corrected the problem and should be live again Within the next 24 hours.
10/09/15. Able to connect Google listing within Merchant Centric Account
Controlled in MC with MC Manager and changed biz name to reflect Master listing
10/16/15-Client Inquiry Regarding Ability to be Found Online
Client called in with concern about not showing up on searches, spoke with client about why he is not showing up on iPhone searches specifically and its relation to his Yelp page advising to get reviews.
12/15/15 - Google Re-Verification
Received VM from John stating his GGL page dropped and requested that I look into it. Called Client and reset password for GGL since he didn’t know the login. Page says it needs to be verified but already has. Advised client I will contact GGL and let him know the outcome of this page status.
01/04/16 - Google Re-Verification Confirmation
Received call from John in regards to verifying his Google Plus page. Called GGL and made sure page was live and synced with maps, Called John to let him know his page has been verified and is good to go but did not answer. LVM and fetched page into Visibility section of MC,
01/21/16 - Google Un-Verified
Called to report page being un-verified. Agent advised it wouldn't happen again and the page was verified, Called John to let him know all was corrected and his page is live. Discussed how to have a higher ranking in searches by increasing the number of reviews on his GGL and YLP pages.
06/20/15: Phone Number Change Request
Hi John, My name is Richard and I am now handling your account. Jessika has moved on to another position. I will make sure all of your listings are updated with the correct phone number as well as make sure the Tyler area is marked well.
09/14/16 - Google listing Suspended
John called in regards to his GGL listing. He said he is not showing up on Google search anymore, and his reviews seen to have gone missing. I checked his listing and noticed the page was suspended. I let him know I will contact GGL. to find out What's going on.
09/14/15 - Google listing Follow-Up
Spoke to GGL, who said they have passed it on to their concern team, and they will reach back out to me within 24–43hrs.
09/16/16- Google Listing Follow-Up
John called regarding GGL. The listing has still not been made active and the Concern Team is still looking into it.
09/19/16 - Google listing Follow-Up
John Called re. GGL listing. Still not published and Concern Tears at GGL is still reviewing.
09/20/15- Google Listing Follow-Up
Spoke with John to advise that still working with Google (Concern Team) to publish listing.
09/26/16 - Goggle listing. Follow-Up
Spoke With John. Google (Concern Team) has still not published listing.
09/27/16 - Google listing Fellow
Spoke w/John. Google has not published the listing.
09/28/16. Google listing Follow-Up
Spoke w/John and Google has determined that the listing violates their “Quality Guidelines” and they will not publish the listing. Attempted to claim the unclaimed listing w/in GGL maps and the listing immediately went to a suspended status.
After reviewing the log of our work and communication with you regarding your Google listing, we do not believe a full refund is warranted. We are sorry you did not see the value of the work we did for you, and we are Willing to continue working on your Google listing for an additional 90 days at no charge. If you do not wish to continue with us, please contact me directly and 1 will cancel your account and refund your last three payments of $29.95.
Respectfully,
J[redacted]
Client Support Manager
Merchant Centric
We have received your Complaint submitted to the Revdex.com and appreciate the opportunity...
to respond.
There seems to be a misunderstanding regarding the work we performed on your behalf and the regular Communication We had along the Way to keep you informed of our progress and challenges. Before we recap our efforts in both of these areas, let me clarify our Professional Set Up service and the challenges we encountered getting Google to accept the updates to your business listing.
The Professional Set-Up option that you purchased from Merchant Centric is designed to enhance the online business listings for your business. Once we have access to the respective dashboards of your online business listing sites, i.e., Google, Yelp, Facebook, etc., we are then able to submit updates (categories, descriptions, photos) to those sites to improve the online visibility of your business. While at times we need to follow-up on the information submitted, in an attempt to get it published, we cannot make any guarantees that the submitted information is published (see our Terms & Conditions - Section 5 Third-Party Sites). Ultimately, the decision to publish (or not publish) submitted information is up to the respective listing site.
In your particular situation, your Google listing was "suspended" prior to Merchant Centric starting the Professional Account Set-Up Work. Through the course of more than 20 separate interactions with Google, your listing became Active and then again Suspended. Our multiple inquiries to Google regarding the status of your listing resulted in conflicting responses. At one point, Google said that your listing was suspended because it was "spammy". When we requested to know what that meant, we were initially advised that it was because there were too many changes within the account. However, on a follow-up inquiry we were advised that it was because the listing had a long period of inactivity.
The following is a summary of the dates, and notes, regarding your account. These notes only refer to the work related to your Google listing. It does not include the effort put toward creating and enhancing the listings for your business on Yelp, Facebook, Foursquare, Super pages, and Citysearch.
09/01/15 - Professional Account Set-Up Call
09/01/15 - Google note to client
I will be calling to try and unlock your page. Once that is completed, I will be making the necessary updates and enhancements as well as creating a GIF (rotating slideshow of your photos)
09/03/15 - Email Change Request from client
Received email from client letting me that he wanted to use another email for his business. Updated in Master listing,
09/09/15 - Google Verification Code Received from Client
Received Verification code from John. Updated info and pics, Created GIF, Called GGL since listing is still blocked as potential spam, said give 72 hrs to allow verification, Can’t fetch/control until block is removed,
09/14/15. Google Follow-Up gal
Called GGl. to follow up on page still being blocked. Rep stated it could take up to 2 weeks and to follow back up on the 23rd of Sept. Called Client to inform him of the status of his page per his request.
09/17/15 - Phone Number Change Request from Client
Client called in and wanted to change his business phone number to ([redacted].[redacted]
09/23/15 - Goggle Follow-Up
Called rep since page was still blocked. Stated it was supposed to sync with GGL Maps but didn't so it reverted back to potential spam. Rep advised it could take up to 2 more weeks to resolve problem but would contact me when it was Completed. Notified John of page status and will keep him updated
09/28/15 - Goggle Follow-Up
Called John to advise heard back from GGL requesting additional information (business lic.) John stated he will send me a picture Via email. Received email from John with info requested. Sent emaill to GGL for verification.
10/01/15 - Google Follow-Up
Called GGL to get status on blocked plus page. Stated there is no update and still being looked at by their engineers. Stated he would have the rep that previously helped me reach out to get an update,
10/02/15. Google Follow-Up
Received call back from GGL that his page has been verified and now live, Fetched in MC.
1902/15. Google Listing Marked CLOSED
Noticed his business was showing as closed with GGL maps. Called GGL and had to verify with Biz line that they were still open, had corrected back to being open.
10/02/15 - Client requested listing dashboard Credentials
Emailed listing dashboard credentials (Email & Password) to client
10/05/15. Client inquiry Regarding Ability to be Found Online
Received call from John who had questions about why he is unable to be found when searching for a locksmith in his area. FWD him the email about iPhones with Google searches and your Yelp listing and to contact me with any questions.
10/07/15 - Google Dropped from Search
listing dropped for unknown reason. Called GGL rep stated he corrected the problem and should be live again Within the next 24 hours.
10/09/15. Able to connect Google listing within Merchant Centric Account
Controlled in MC with MC Manager and changed biz name to reflect Master listing
10/16/15-Client Inquiry Regarding Ability to be Found Online
Client called in with concern about not showing up on searches, spoke with client about why he is not showing up on iPhone searches specifically and its relation to his Yelp page advising to get reviews.
12/15/15 - Google Re-Verification
Received VM from John stating his GGL page dropped and requested that I look into it. Called Client and reset password for GGL since he didn’t know the login. Page says it needs to be verified but already has. Advised client I will contact GGL and let him know the outcome of this page status.
01/04/16 - Google Re-Verification Confirmation
Received call from John in regards to verifying his Google Plus page. Called GGL and made sure page was live and synced with maps, Called John to let him know his page has been verified and is good to go but did not answer. LVM and fetched page into Visibility section of MC,
01/21/16 - Google Un-Verified
Called to report page being un-verified. Agent advised it wouldn't happen again and the page was verified, Called John to let him know all was corrected and his page is live. Discussed how to have a higher ranking in searches by increasing the number of reviews on his GGL and YLP pages.
06/20/15: Phone Number Change Request
Hi John, My name is Richard and I am now handling your account. Jessika has moved on to another position. I will make sure all of your listings are updated with the correct phone number as well as make sure the Tyler area is marked well.
09/14/16 - Google listing Suspended
John called in regards to his GGL listing. He said he is not showing up on Google search anymore, and his reviews seen to have gone missing. I checked his listing and noticed the page was suspended. I let him know I will contact GGL. to find out What's going on.
09/14/15 - Google listing Follow-Up
Spoke to GGL, who said they have passed it on to their concern team, and they will reach back out to me within 24–43hrs.
09/16/16- Google Listing Follow-Up
John called regarding GGL. The listing has still not been made active and the Concern Team is still looking into it.
09/19/16 - Google listing Follow-Up
John Called re. GGL listing. Still not published and Concern Tears at GGL is still reviewing.
09/20/15- Google Listing Follow-Up
Spoke with John to advise that still working with Google (Concern Team) to publish listing.
09/26/16 - Goggle listing. Follow-Up
Spoke With John. Google (Concern Team) has still not published listing.
09/27/16 - Google listing Fellow
Spoke w/John. Google has not published the listing.
09/28/16. Google listing Follow-Up
Spoke w/John and Google has determined that the listing violates their “Quality Guidelines” and they will not publish the listing. Attempted to claim the unclaimed listing w/in GGL maps and the listing immediately went to a suspended status.
After reviewing the log of our work and communication with you regarding your Google listing, we do not believe a full refund is warranted. We are sorry you did not see the value of the work we did for you, and we are Willing to continue working on your Google listing for an additional 90 days at no charge. If you do not wish to continue with us, please contact me directly and 1 will cancel your account and refund your last three payments of $29.95.
Respectfully,
J[redacted]
Client Support Manager
Merchant Centric