Modernize

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

Hello, We apologize for the inconvenience and disruptionFrom our records, We strive to help homeowners match their project needs to contractors and per your feedback it seems we have not met our own standardsFor that, we sincerely apologizeWe have completely marked your email, contact and phone number in our DNC records and have notified our partners to remove your contact information from their records as wellAgain, we apologize for the inconvenienceThank you

Regardless of whether he asked to cancel his account or not, he bought two leads and is responsible for paying for theI 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

Apologies for the delay, I was digging into the data to better understand why Mr [redacted] experience was so poor, and was looking for a possible correlation or explanation internally Our in-house call center dials on the same pool of leads that we sell to clients, and our data for Roofing Leads for the May-June timeframe in 2015, which is when Mr [redacted] received his leads, shows that we had transfers on average of 21.4% on the leads we generated, which is what we communicate to our clients on sales calls and during our live customer onboarding In the spirit of transparency, I have uploaded a screenshot of this data from our data intelligence platform to corroborate these daily performance metrics, along with a print of the expectations chart we present to clients in our new client onboarding presentation While the number of contacts and returns may fluctuate by client, you can see that our own performance data supports the expected appointment set rate we communicate to clients, along with the expected number of sales to be achieved when leads are properly worked through our platform.From everything we can tell, these were high quality leads, within performance expectations, that were sent to the client The data does not support, nor do we believe, Mr [redacted] was sold a bad batch of leads We know it's frustrating when the focus is on individual leads that don't work vs measuring results in the aggregate That said, we don't want an unhappy client, and are still willing to extend the offer of 1/of the leads purchased in store credit as a good faith gesture

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

Hello ***,We appreciate your feedback, and thank you for giving us the opportunity to work with you.After escalating the issue to the corresponding customer success manager, we found that extenuating circumstances led to a non-ideal experience and poor campaign performance overall.Because we are always willing to work with our customers to help them see success with our program, a manager will be reaching out within the next two business days to discuss what happened and to come to an amicable resolution together

Phone calls made by Modernize to consumers are the result of consumers filling out online forms requesting quotesAll online forms contain TCPA (Telephone Consumer Protection Act) compliant text that give us permission to call them.Tell us why here

We apologize for the number of calls you have receivedThe number ###-###-#### is now on our Do Not Call listThis number will no longer receive calls from Modernize

Hi [redacted] ,We apologize for any inconvenienceIn order to understand fully resolve the matter, we need the original email.We have added your email to our email unsubscribe list? If you can forward us the original email to [redacted] @moderniize.com, we can investigate the matter further - specifically the unsubscribe button functionality.Thank you

Complaint: [redacted] I am rejecting this response because: It appears that an telemarketer illegally contacted me on my cell phoneI gave them my phone number so that I could find out who was behind the call so I could report it to the FCCFrom what I understand that telemarketer must have gone online and submitted my information to ModernizeIn return Modernize compensated that telemarketer for the online lead via an affiliate agreementModernize must have some sort of contractual relationship with the telemarketer and therefore this complain against them is valid If Modernize agrees to investigate this further and informs me and the FCC of the offending company then I will consider this situation satisfactory resolved Regards, [redacted]

We're very sorry this has caused you any disturbanceWe have added your phone number to our suppression list, and you will not receive any more calls from [redacted] at allAgain, we're very sorry for the inconvenience.?

Complaint: [redacted] I am rejecting this response because: The project scope of the leads was out of the selected categories regardless of closing with the clients, at the very least, you must have a due diligence process to provide a quality product, anyone who provides a service must provide a level of quality, I operate several businesses and I know that if I don't provide a valuable product, I will lose customers. Also, the fact that nobody would even take the time to answer the multiple messages that I left tells me that this company is not interested in its consumer, or customer service. Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: the phone number I was contacted at by several people who paid for leads from modernize was ###-###-####I believe another company used the national DNC list to get my number and they then filled out a modernize online form - at least that is my hypothesis as to how this happneedModernize should identify the affiliate that they paid for my leadRegards, [redacted] ?

Thank you for your business. I have reviewed your account and noted that your cancellation request was not properly processed in our system. We have corrected the issue and apologize for the inconvenience and delay. We will utilize this feedback to improve our processes moving... forward to ensure other clients are not affected by this issue. We have initiated a refund for the full $750.00 requested. If you have any additional concerns, please don't hesitate to reach out using this number [redacted] . Thank you!

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

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 orderour simple 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 $

Complaint: [redacted] I am rejecting this response because: I am still receiving calls from them Regards, [redacted]

Complaint: ***
I am rejecting this response because:The reason I say only 10% were valid is because there were only people that fit your definition of a qualified lead 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 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 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 leads which is $ I feel that is extremely fair and here is how I came to that There were a total of leads I received I was told that I should expect 12-15% non qualified leads leads would be right at 15% non qualified and I received leads that fit your definition for a total of leads I agree should be paid for That leaves leads I should be reimbursed for and if you multiply that by the price I was charged per lead ($28) the total is $
Regards,
*** ***

Dear ***,We apologize for any inconvenience, but in order to assist in finding the offending party we would need the original emails you receivedPlease forward the emails to ***.Thank you

We apologize for the number of calls you have receivedThe number ###-###-#### is now on our Do Not Call listThis number will no longer receive calls from Modernize.