Native Rank, Inc

Initial Business Response /* (1000, 5, 2015/07/14) */
At this time, we do offer any options to issue a full refund
Our dashboard has been functional, and currently boosts over 99% uptimeAlso monthly screen shots were e Mailed containing the relevant information
All local business
listings, title tags and meta descriptions, we received by the customer and confirmed receipt
As per the comment no results, it is very vague and we are not to comment on it at this time
We do offered a dedicated account management team available via phone and eMail from 8am to 5pm MST Monday through FridayWe track and record each and every call, and eMail which we are happy to provide as referenceIn this instance there has been quite a bit of communication
Initial Consumer Rebuttal /* (3000, 7, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Monthly screen shots of functioning dashboard were not emailed (I would love to see the copy you have on file)I have saved multiple email conversations of me asking when the Dashboard will be fully functional
Business listing were entered although they were entered incorrectly in one database *** which they left up to me to correct
No results means that we did not receive one additional client from our google listing despite being with company for monthsProvided no proof that I was rising in keywords for which I was paying for (because the dashboard didn't work while I was a customer)
As for the account managers, I had a total of four during the ten months I was working with your companyI would often be switched to a new account manager because the other had 'left the company' and was never notifiedThis led to a number of emails going unanswered and phone calls of being transferred to someone with no information on my accountI have the emails that document that and I'm sure your records will show that as well
Final Business Response /* (4000, 25, 2015/10/27) */
Based on the screen shots provided and information provided, you do have full access to *** webmaster tools which is a *** product and fully shows any and all increases in positioning and traffic to your websiteAs you have clearly stated you will not close your case with the Revdex.com unless you receive a full refund, it would seem we are at a standstillIt seems all of the complaints are based around promotional products not covered within the contracted termsAs to the question, statement you did not receive one new customer due to the digital efforts online, unfortunately I do not believe either of use would be able to quantify that accuracy of that statement
Final Consumer Response /* (4200, 27, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am fully aware that your company will never offer a refund because you operate as more of a marketing/sales company than an actual SEO companyYour bottom line is the most important thing to you, not your customers which is why you have so many passionate negative reviews onlineI truly hope you understand that the company you work for is a joke and are actually intentionally hurting small start ups like mineIt really is sickening to see

I believe this matter was resolved with the customer

Initial Business Response /* (1000, 5, 2015/08/17) */
Per the clients notes, and the complaintNative Rank, Incis fully prepared to defend all claims and is happy to deal with their attorney should they follow proper procedureAs per there notes this has been escalated to a legal matterPer
the complaint we did receive a letter from their attorney and our fully prepared to defend ourselves if a suit is filledin reference to contract the client signed, collections efforts are ongoing

Initial Business Response /* (1000, 8, 2015/08/14) */
This issue was escalated by the client to his attorney. It is our understanding the issue is now fully resolved with the client.

Based on the lengthy complaint,  it does seem the core of the issue is in reference to the Paid Advertising done for the client along with the communication of the client, his partner and our internal team members.  It does seem there was confusion on who's responsibility it was to talk to...

the, "Partner" on the clients side.  While Native Rank was under the impression the client was communicating with his partner it was later discovered the client does not directly communicate with his partner and felt it was our responsibility.  In reference to the Display Ads, vs the Text Ads - The client did begin with display Ads and indicated he would like to explore all options to increase traffic.  Upon this discussion it was decided that Google Text Ads displayed on Google.com would be a suitable method.  After the clients run dates several calls were conducted with client,  who choose to use very vaguer, abusive and unprofessional language, resulting into the action to restrict all communication with the client to eMail  correspondence. Upon eMailing with the client, the client mentioned several times that he had recorded every call,  and his legal staff and other various member's of his board were present for calls, and in fact Native Rank employee's had been the aggressive parties on the call.  Native Rank, requested copies of the the call transactions and the opportunity to speak with the other member's present on the calls but was denied. Upon the clients requests, full reporting of all actions and work were provided to the client, in which he respond, "I don't need to see pretty charts".  Several attempts were made to understand the clients needs,  and to explain to the client what he had pursued and to no avail. After this process the client sent via eMail a demand letter with CC: to an attorney who it was determined by Native Rank, was not retained by the client. Native Rank, is happy to provide all supporting documentation for this matter.

Based on the Clients response, at this time the only evidence I have of vulgar and abusive language is what was reported by my own staff.  The client has expressed several times he did record these events, but upon request for a copy has refused to provide them.  While Native Rank, does not endorse or support this type of behavior in the slightest I would prefer the review the evidence mentioned by the client, before responding or taking actions. Attached is the eMail conversation I had with the client.  Contained within, there are several attempts to learn and confirm the allegations of the client meet only with further threats. If the client would like to involve their legal team or file suit, that is there prerogative.  Native Rank, has in the past successfully defended themselves and will ago including full reimbursement of all legal fees.   If the client would like to provide any evidence of their claims, I am more than happy to review them.  Upon request I am also more than happy to provide a full Reporting detail of all actions on the clients account,  and full statements from each employee who has reported vaguer and abusive treatments by the client. At this time,  I am not sure the client has made any request other than a full refund on citing general complaints and unsupported allegations.

Complaint: [redacted]
I am rejecting this response because:There is no evidence of vulgar language on my part, because there was none.  I do have evidence of their staff screaming at me on the phone, and telling me that the only reason that they had not done their work...was because, in their words, "My developer and website [redacted]".  This exemplifies the customer service that they demonstrate to their clients that have left them for a variety of reasons.There will be no other offer, other then a full refund and reembuersement for art costs that they had me incur on their request.  This is for the banners that I had designed to their specification for the banner ad placement that they now say "I did not want to do" which is another complete lie.  There dishonesty is indicative of their past 2 years of history with clients.  As I research more and more, I have gathered names of many other past clients of theirs that have experienced the same treatment, as well as past employees that can verify those claims.I will accept a full refund, plus expenses for my art time that I incurred at their request as the only remedy.  I am being generous at this point; the next step will be a legal remedy which I will be pursuing damages. 
Sincerely,
[redacted]