Norris Funeral Home

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is still unresolvedAll they have said is that they will contact meThey have yet to do that Regards, [redacted]

Dear [redacted] Thank you for sharing this feedbackProfessionalism is something that we take very seriously in our mission to help local business ownersIt was never our intention to leave you feeling frustrated as a result of that and we will have one of our senior managers reach out to you directlyAlternatively, you can reach us on [redacted] if there’s ever anything we can do to be helpfulAll the best, Matt and Andrew, Co­-CEOs

We appreciate the feedback and will connect with the customer to reach a resolutionThank you!

Dear [redacted] ,Thank you for your message and providing us the opportunity to respond to your concernsWe take all of our customers’ concerns seriously and are focused on providing a world-class service experience for them.After speaking with your account manager, it looks like we have resolved this issueIf you have any further questions, please feel free to reach out to us directly at [redacted] All the best, [redacted] n, Co-CEOs

Dear [redacted] ,It is not our intention to avoid or ignore the importance of this complaintWe take all of our customers’ concerns seriously and are focused on providing a world-class service experience for them.To address the issues you raised, we had one of our senior leaders call you to discuss on 11/and 11/However, we were unable to reach you both times, so they left a voicemail with return detailsWe had hoped to offer you personalized care and as we had indicated in our initial response, this is our level of service we offer all customersThe postcard process you described is a necessary part of transferring ownership of the accountPrior to your official cancellation, our team sent via email all the usernames and passwords for your business accounts on 12/9/2014, except for Google+, which (as you noted) always requires an additional administrator verification process, whereby the new admin/owner requests, and Google sends, a secure postcard to the new admin ownerFor security purposes, the postcard must only be sent to the new admin owner -- not Main Street HubThe official cancellation date for our agreement was set for 12/25/and we feel we have completed all the necessary steps for a professional and thorough transfer of ownershipAgain, we want to reiterate that we truly value feedback from our customers in our mission to help create thriving local economiesIt was never our intention to leave you frustrated with our service, and we hope that we can get this matter sorted for you as soon as possiblePlease feel free to give us a call anytime at [redacted] Thank you, Main Street Hub Customer Service Team

Hi ***It looks like you spoke with our team to resolve this matterYou can reach us at with any further questionsAll the best, Main Street Hub Team

Complaint: [redacted] I am rejecting this response because: All you guys ever say is "Im suprised by this" or "Ive never had this happen before" which are just canned responses and show that MSH doesnt care about customer service and is unwilling to look deeper into the issue This company needs to look at their practices seriously I wasted valuable time correcting errors that could have been avoided by following through on commitments promised Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because:You did not try to contact meI sent multiple emails and called many timesYou admitted to not doing the job you told me you would doI want a full refund since you did not perform your duties to our agreementThan tried to talk me into paying addition money to redo the same jobI want a full refund Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: MainStreet never should have removed us from our own accounts I've returned the call twice to MainStreet's employee named [redacted] (sp?) [redacted] , left messages both times, and have yet been given a return call However, I am now BACK on MainStreet mass media email marketing list (which we had been requested and removed from when we ceased employing the company), which feels very much like a slap in the face.The amount of time, measured in weeks, that it took me to gain ownership over my online accounts, leads me back to the original solution, and that is the refund of all fees paid I will not keep chasing this company around and feel they're buying time until the complaint closes Regards, [redacted] ***

Dear ***,Thank you for your feedbackWe take all of our customers’ concerns seriously and are focused on providing a world-class service experience for them.To confirm, a senior manager spoke with you directly on 12/4, and we agreed on the resolution per your request belowWe feel satisfied that we have listened to your concerns and actioned the necessary steps to put things right.Again, we want to reiterate that we truly value feedback from our customers in our mission to help create thriving local economiesIt was never our intention to leave you frustrated with our servicePlease feel free to give us a call on [redacted] if you would like to talk to one of our team members, however, we do hope that we have been diligent in addressing this matter.Thank you, Main Street Hub Customer Service Team

Complaint: [redacted] I am rejecting this response for two reasons:1) I've yet to be provided with any proof of the "work that had been done to audit" our business' accountClearly Main Street Hub had very minimal knowledge of my business when we had the Welcome CallThe Welcome Call occurred on Friday at 4pm EasternI provided my access info for our existing accounts after 5pm Eastern that same dayI've asked for evidence of the work was done from 4pm to 5pm Central time after our call ended that Friday and the only thing I've been told is that pages were set up in error by the Main Street Hub teamThe "page set up" that you refer to is the set up of one Instagram account and one Twitter account, both of which we already had and had provided you access toThe work that was done was done in error on your part, and we should not have to pay for that since I contact your company to cancel the service the following business dayI would like an explanation as to why these accounts were set up and why we should pay for something we already had 2) The $one-time "set up" charge hit our account as "recurring"I refuse to accept that charge since it was stated incorrectly and if I do accept it, we may be held liable for future chargesAgain, this was your company's mistake, not oursI wasn't aware of the issue until after the Welcome Call and I made your company aware of the discrepancy immediately after I learned about it, but the issue has yet to be addressedI would like an explanation as to why the charge showed up as a "recurring" charge on our bank account.In just one business day, your company ruined any potential "partnership" by using sales pressure tacticsBoth the mistakes that were made immediately on our account, and the manipulative tone I received the following Monday made it crystal clear where your team's priorities lieOf course we would opt not to continue to "stay on board" with a company that treated us in such a wayOffering a partial refund for the Welcome Call and time spent "setting up" our account would have been reasonable, but asking a local small business to pay $for a service that was at most 20% complete (only 10% correctly) is unacceptable

To be clear, the issue is not "resolved"I understand that I will not be receiving a refund for the $set up feeThat does not change the fact that I was pressured into a sale and you made $off of me for nothing, despite that fact that I called within business hours after set up beganI'm hopeful that anyone looking into doing business with you gets some benefit from my experience

Hi, [redacted] ,Thanks for reaching out to usWe take this concern and all of our customers' concerns seriously as we work hard to help small businesses all over the country thriveWe wanted to first apologize that you were left feeling frustrated, and let you know that we will be applying a refund to your accountYou can expect to see that in 2-daysIf you have any further questions, please feel free to reach out to us directly at ###-###-####All the best, Main Street Hub Team

Dear [redacted] ,Thank you for your message and providing us the opportunity to respond to your concernsWe apologize that we gave you a negative impression of us as a result of an interaction with a member of our sales teamIt was not our intention to inconvenience you or disrupt your business Our mission is to help local businesses thrive, and we want every call with a member of our sales team to be valuable to local business owners like yourselfWe won’t reach out to your business again, but if you’d like to discuss this matter further, please call us directly at ###-###-####.All the best, [redacted] , Co-CEOs

Thanks for reaching out, [redacted] We want you to know that we take your concerns seriouslyAfter speaking with your Account Manager, our team reached out to you and left a voicemail regarding this matterBest, Main Street Hub Team

Hi, ***, We are passionate about helping small businesses thrive, and are focused on providing a world-class service experience for themThat’s why we take this and all of our customers’ concerns seriouslyAs our team communicated with you, we processed a refund for the initial monthly recurring fee of $399, let you know there would be no future billing, and informed you that we would be releasing your business from the initial 90-day agreementOur team also informed you that the $setup fee would not be refunded because of the work that had been done to audit your business' account for set up, a full Welcome Call that was completed, and the page setup that had already begun based on the information that was provided to us on the Welcome CallWe did offer other options for staying on board in order to continue working on your behalf, but once it was clear that that is not what your business was interested in, the commitment was released, only retaining the setup fee since work and time had been invested in our partnershipIf you have further questions, please feel free to call us at ###-###-####Best, --Main Street Hub Team

Hi, *** We received this response and we want to let you know that our VP of Customer Success has reviewed this matter and is ready to schedule a call with you in order to come to an agreeable resolution He will personally reach out to you via email to find a time that works for both of youBest, Main Street Hub Team

Hi, [redacted] After speaking with your account manager, it looks like our team got in touch with you to resolve this matter, and we are canceling your accountIf you have any questions, feel free to call us at [redacted] .Best, Main Street Hub Team

Complaint: [redacted] I am rejecting this response because: While I do want to cancel thi account, which was done in a phone call in January,I want a refund of the money erronously taken from my accountI fired them firstAnd I want my money back Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that you should be able to have the money in my account today but I will wait the to days even though it was Alex's fault you billed meWhen I told him a month ago to stop the billing Regards, [redacted]