Modernize

Our leads are effectively an advertising channel for clients.  As with a billboard, radio, or direct mail, most units of the product, be they views, listens, or leads, will not result in a sale and we set this expectation upfront.  The difference is that people tend to measure lead...

services one lead at a time, rather than in the aggregate performance as you do with the above mentioned channels like radio.  If you sent a postcard at a time, or played a commercial for a single consumer, you'd never use that medium again and would focus on the people who didn't open the card or listen to your ad.  Now then, based on historical results from our clients we know that when results are measured in the aggregate our clients are successful and that typically 4% of leads turn into a sale, which we factor into our pricing so that clients understand what their marketing cost will be before they use our service.  We know there will be "bad leads" from time to time, we describe it upfront, we bake it into our pricing model.  If every lead was a deal, it would be a different product, with different pricing, and a lower margin for the client.We expect that an average of 80% of these leads will not turn into an appointment.  We discussed these goals and expectations when we on-board any new client.  Being as transparent as possible, out of 200 leads you can expect that 160 of those leads will not turn into an appointment for whatever the reason.   Out of the 40 that do, we see our contractors average a 20% close ratio. When we began working with [redacted] initially they were working the leads in house.  Their sales representatives were taking lead on calling on homeowners and setting appointments.  They realized quickly they could not provide accurate data about the leads and the conversion rates were not good.  They had set 3 appointments and closed 1 job generating $1,400 in revenue.  They then decided that using a 3rd party call center could help them on calling and appointment setting as well as accurate performance reporting.The 3rd party call center was able to secure 5 appointments on their behalf.  We had a conversation with [redacted] after about a week into the new appointment setting campaign.  They mention that all appointments that were set via the 3rd party call center fell through.  Modernize immediately set up a conference call between the 3rd party call center, Modernize, and [redacted] to discuss their concerns, review all the recorded calls for each of the 5 appointments, and to make suggestions or recommendations when following up and running appointments set.  [redacted] did not show up for the call or clarify why they did not attend.  We provided leads which turned into appointments for the client, it's up to the client to close them from there.Below is a copy of the marketing Proforma that was provided and reviewed with [redacted] during the sales process.

Dear [redacted],We apologize for any inconvenience, but in order to assist in finding the offending party we would need the original emails you received. Please forward the emails to [redacted].Thank you

As stated previously, we re the largest solar lead generation company in America currently working with nine of the top ten residential installation contractors. We sell thousands of solar leads eery day. Our reputation is excellent and the feedback we are getting across the country is best ever KPIs. It is too bad that Ms. [redacted]'s company was not as successful, but it is certainly not indicative of a problem and not a reason for refunding money. Respectfully,[redacted]

[redacted],I hear you feel deceived due to leads you returned for credit being denied.  We offered to replace these leads for you - even good ones, and ones which were in the geographic area you initially specified, which I hoped you would recognize as a sign of a company trying to work with...

you.  Per our agreement those credits won't be put back on your credit card, unfortunately.Window leads in San Antonio transfer at 21%.  We generally see 4 deals out of 100 leads... which means most leads won't pan out - we try to make this very clear upfront by focusing on hitting your Marketing Cost goals... because bad leads don't matter when we both understand what kind of results we are shooting for - which is to make money with the lead program.   Results need to be measured in the aggregate, and 15 leads is an insufficient sample size to judge the performance of a program.  We are one of the fastest growing companies in Texas, and you don't get there by selling junk, you get there by working with clients when they run into trouble.  We hope to have the opportunity to do this with you.I'm here if you want to further discuss,[redacted]

Regardless of whether he asked to cancel his account or not, he bought two leads and is responsible for paying for the. I am not sure what companies in the world you could buy a product from and then say you don't want to pay for it...certainly not ours.

Hello,We've received your complaint about receiving unwanted emails and we're sorry for any inconvenience this may have caused. The email(s) may have come from a 3rd party advertiser directing traffic to one of our landing pages. In order for us to identify the source of this email we'll need you to...

Forward the email to us. Thanks for your help in addressing this matter.

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.
I appreciate their prompt and polite response, and their clear explanation.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The leads that I requested return on were not leads at all. They all fit the criteria described to me by your staff that would qualify for a return. Disconnected phone numbers on two of them and the other was an electrical repair, NOT an HVAC installation lead, which is what I was charged for. If there is not a verification system in place then you are debiting my account for a service I paid for that was not provided. The FACT that you cannot call Home Improvement and get a live person on the phone [redacted] is a huge red flag about your business practices which I consider to be criminal. I have left more than 20 messages about this matter with no response. Very poor customer service on so many different levels.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The reason I say only 10% were valid is because there were only 7 people that fit your definition of a qualified lead.  7 people I was able to contact and they knew why I was calling or I was able to leave a voice mail.  I did not meet with the 7 of them nor did I get a sale.  Whether or not we make the sale is not the issue or the dispute.  The dispute is over what you sent over to me as being a qualified lead.  As per your "Trial Agreement" under additional terms it defines a qualified lead as "a lead that is submitted by the homeowner and includes a valid, contactable phone number, name, email address and project type".  90% of the leads sent over to me did not meet this criteria.  I was told that I should expect to receive 12-15% of non qualified leads.  Instead I received 90% non qualified leads by your definition.  This is not billboards, radio or mailers.  I was told that these are high quality leads and I only received 7 leads that fit your definition of a qualified lead.  I do not want a credit because the quality of the leads I was sent is so poor.  I want my money back for 53 leads which is $1484.00.  I feel that is extremely fair and here is how I came to that.  There were a total of 70 leads I received.  I was told that I should expect 12-15% non qualified leads.  10 leads would be right at 15% non qualified and I received 7 leads that fit your definition for a total of 17 leads I agree should be paid for.  That leaves 53 leads I should be reimbursed for and if you multiply that by the price I was charged per lead ($28) the total is $1484.  
Regards,
[redacted]

Mr. [redacted] signed up to buy leads form us. The minimum number of leads a contractor can receive per day is two. Mr. [redacted] received two leads. If he was not happy with the leads, we have a returns request policy as stated in the terms and conditions that Mr. [redacted] agreed to when he signed up. We...

sell around ten thousand leads a day to contractors all across America. If the quality of the leads were not good, this would would not be the case.Mr. [redacted]'s account is currently cancelled with us. We do not give refunds as per our terms and conditions. Respectfully,[redacted]

In order to verify that the email in question was sent by our company, we need the original email sent to [redacted]

Complaint: [redacted]
I am rejecting this response because: I still want something from them to send to those who received these emails.
Regards,
[redacted]

We apologize for any inconvenience and have put your name and number on our Call Center's Do No Call List. Please let us know if we can do anything further.

This is absolutely not something that we do and is likely being done by someone in our affiliate program. If the homeowner sends over a copy of the email, we can ascertain who is doing it, have it stopped, and kick them out of the affiliate program. We are...

very sorry this is occurring and will do all we can to make it stop.

Hello,I'm unsure where the miscommunication is and I apologize for any inconvenience, but the client was indeed refunded $500 on Visa ending [redacted] dated Feb. 22, 2016, as seen on the attached proof. In no way is our company dishonest.

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. 
If it was really another company that sent that to damage them.  I have attached a screen shot of the email. You can see they use my own email to email the window add and they have the Revdex.com logo on the email.  I just wanted the Revdex.com to know that some one is hacking emails and using them to send out adds for a window company and claiming that they are Revdex.com members.  If it was another company or this one I just thought you should know.
Regards,
[redacted]

Hello.  Please forward a copy of the email received to [redacted] so that we may investigate it's origin.  Thank you.

Mr. [redacted] signed up to buy leads from us and, by his own admission, had success on at least one lead. He bought seven leads in total and requested replacement leads on three of them of which we approved two. I have attached a screenshot showing this information. We sell leads, not appointments...

and have honored our side of the equation.As per our terms and conditions that Mr. [redacted] agreed to, we do not refund money to credit cards. Respectfully,[redacted]

This client's credit card initially never processed.  Multiple documented attempts were made to try and work with this client, with no returned phone calls or voicemails.  Our billing system automatically tried to process their card on file for leads received.  The leads spelled out...

on the agreement was a contractual minimum, not a stated order... our simple 1 page agreement clearly spells out that the program sends leads until you call to cancel.  There is nothing nefarious going on here; only a simple misunderstanding of how our system works by the client - our take away is to make sure we do a better job of covering this with future clients.  We have since refunded the client's card the full $500.