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[redacted] appointment set rate went up dramatically when a third party started calling on the leads, indicating valid leads were distributed, and that [redacted] does not appear to have the infrastructure in place to work a leads program.  The 3rd party call center generated multiple appointments for [redacted],and through no fault of Modernize was unable to capture the consumer's interest long enough to keep the homeowner appointments initially set with [redacted].  It's unfair to blame Modernize for poor campaign performance when it's clear there were good leads that [redacted] failed to convert through their own efforts,and subsequent appointments set with homeowners dropped their interest.  Furthermore, since these are shared leads and we elicit feedback from our clients on how our leads perform for them, our other clients who shared these leads with [redacted] had 16 verified appointments on the same set of leads... if the leads were bad, why were there so many appointments generated for other clients from these same leads?

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font-kerning: none; color: #4787ff; -webkit-text-stroke: 0px #4787ff} [redacted] -  We have placed your email address, [redacted], on our Do Not Email List.   We were unable to locate your email address in our Affiliate Email Suppression List that all Affiliate companies are required by our program and CAN SPAM to use when our offer is mailed.  All participants in our affiliate program are required to be CAN SPAM compliant - which includes a working unsubscribe link. Any affiliates who do not comply with our program requirements are immediately removed from the program.  If you can forward us original emails, to the email address [redacted] we can complete additional investigation.

Complaint: [redacted]
I am rejecting this response because: It appears that an telemarketer illegally contacted me on my cell phone. I gave them my phone number so that I could find out who was behind the call so I could report it to the FCC. From what I understand that telemarketer must have gone online and submitted my information to Modernize. In return Modernize compensated that telemarketer for the online lead via an affiliate agreement. Modernize 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 researched the phone number in our system that he provided but we don't have it in our records. Could you find find what number he is referencing so we can remove it from all call lists? Tell us why here...

Mr. [redacted],I am very sorry that you are being spammed. We are not sending the spam as it is coming through an affiliate using our name, which is why it does not link to out pages. If you could forward me one of the emails ([email protected]), I will add your email address to a...

suppression list and track down where it is coming from to stop it from happening.Thank you,[redacted]

Dear Revdex.com and [redacted],Based on the limited information provided in the complaint, we have added the email address [redacted] to the Do Not Email list for all of our email and email partners.   Based on the complaint, it seems likely that the offending party is one of our external...

marketing partners.  It would be extremely helpful for to have [redacted] forward us the original emails she received so we can further investigate the issue.  She can forward the emails to us at the following email address:  [redacted] 
The email address noted in the complaint was not previously on the company's Do Not Email list until we manually added it.  It also seems like she was attempting to unsubscribe from the marketing partner's mailing list and not our specific offer, and the the marketing partner's unsubscribe link was not working properly.Effective immediately she should not receive any more home improvement related offers from us or our marketing partners.  [redacted]

Hi [redacted],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 there was miscommunication between both parties in whom the main point of contact should be for the campaign...

and how to work our leads effectively. Moving forward we will be sharing all lead level dispositions to help track the overall health of your campaign plus find mutual areas for improvement and process optimization.Because we are always willing to work with our customers to help them see success with our program and because the initial experience was so negative, we have credited your account the agreed upon amount.We are eager to see success together, helping you accomplish your 2018 revenue goals and beyond.

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]

We've added your email address to a suppression list that we distribute to all of our affiliates: this will stop you from receiving any emails on behalf of Home Improvement Leads. While we are not the ones sending these emails, we sincerely apologize for any inconvenience they may have caused.

We're sorry that you are being spammed. We are not the ones sending the spam, but we have contacted all of our affiliates who might be and added your email address to a suppression list. If somehow you keep getting spam, please forward an example of it directly to me at...

[redacted]@homeimprovementleads.com.Thank you,[redacted]

We have added your phone number to the Do Not Call list and you will not hear from us again...we apologize for the inconvenience.Sincerely,[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]

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 1/2 of the leads purchased in store credit as a good faith gesture.

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

We are very sorry this happened. We are not the ones doing it (it is an affiliate company), though we have had another complaint and have been able to fix it. The easiest way for us to fix it is for you to forward one of the emails directly to me at [redacted].com. As...

soon as you get it to me, I will take action.Thank you,[redacted]

Complaint: [redacted]
I am rejecting this response because: three more spam means agestoday and they all start with Urgent!
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: most of the information given by Modernize is false.  Please allow me to respond to each point:"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."This is a not accurate.  When advertising and marketing the brand and name of the company can be seen by potential clients.  With Modernize, they are not providing potential leads/customers with our name, brand, or what we offer.  Modernize is collects leads by advertising themselves, not the companies that get the leads.  This isn't valid at all."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 did talk about bad leads upfront.  They mentioned that some of the leads would be bad, but most of the leads were bad.  About 90%, maybe more, were bad leads.   "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." This is not accurate.  We closed one lead for $900 in revenue.   "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." This is also incorrect.  Modernize was supposed to call me for the conference and never did.  When I emailed them we made another appointment for a call and they cancelled because the representatives child was sick.  We had another weekly meeting that I called in and no one ever showed.  Again, this is the reason for my complaint.  Modernize is a scam company built around lies and deceit.  Most of the information in their response to my complaint is false.  Please help by taking their rating down so that other businesses don't fall into their trap.

We have added your email address to the suppression list we share with all affiliates: you will no longer receive spam from any company we are associated with. Sorry for the inconvenience.[redacted]

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px Helvetica; -webkit-text-stroke: #000000} span.s1 {font-kerning: none} Phone calls made by Modernize to consumers are the result of consumers filling out online forms requesting quotes. All online forms contain TCPA (Telephone Consumer Protection...

Act) compliant text that give us permission to call them.Tell us why here...

Hello,We've received your complaint about receiving unwanted emails. 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 and we apologize for any inconvenience.