Norris Funeral Home

We appreciate the feedback and will connect with the customer to reach a resolution. Thank you!

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:  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]

Hello [redacted],Thank you for your email.We are committed to providing the very best service to our customers and want to work as hard as we can to resolve this issue. If you are willing, we would like to set up a phone call for you to speak with one of our Senior Customer Success Managers, so that we can explain the process that we followed in more detail. We hope to resolve your concerns as soon as possible and remove any doubt you may have about the handover process however we did try to call you personally 11/12 and 11/25, left our call back details and we still have not heard from you. We also would like to explain more about the transfer of administration with Google if an account has been inactive for a certain period of time. Please feel free to give us a call anytime at (512) 614-­3260 or let us know if there is a convenient time for us to reach out to you and continue to try and assist you even though our service agreement ended 12/25/14, we are trying to actively resolve your concerns.Thank you, Main Street Hub Customer Service TeamTell us why here...

Hi [redacted]. It looks like you spoke with our team to resolve this matter. You can reach us at 512.592.4136 with any further questions. All the best, Main Street Hub Team

Dear [redacted],It is not our intention to avoid or ignore the importance of this complaint. We 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 11/12 and 11/25. However, we were unable to reach you both times, so they left a voicemail with return details. We 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 customers. The postcard process you described is a necessary part of transferring ownership of the account. Prior 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 owner. For security purposes, the postcard must only be sent to the new admin owner -- not Main Street Hub. The official cancellation date for our agreement was set for 12/25/14 and we feel we have completed all the necessary steps for a professional and thorough transfer of ownership. Again, we want to reiterate that we truly value feedback from our customers in our mission to help create thriving local economies. It 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 possible. Please feel free to give us a call anytime at [redacted]. Thank you, Main Street Hub Customer Service Team

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' account. Clearly Main Street Hub had very minimal knowledge of my business when we had the Welcome Call. The Welcome Call occurred on Friday at 4pm Eastern. I provided my access info for our existing accounts after 5pm Eastern that same day. I'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 team. The "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 to. The 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 day. I would like an explanation as to why these accounts were set up and why we should pay for something we already had.  2) The $299 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 charges. Again, this was your company's mistake, not ours. I 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 addressed. I 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 tactics. Both 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 lie. Of course we would opt not to continue to "stay on board" with a company that treated us in such a way. Offering 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 $299 for a service that was at most 20% complete (only 10% correctly) is unacceptable.

Hello [redacted],Thank you for your email.We feel strongly about providing personalized experiences and are always aiming to treat each of our customers like the local heroes they are. Your experience is important to us and speaks to one of our core values, that being we hold ourselves accountable for our choices and results in order to provide a valuable service for our customers. We would like to reiterate that having a senior manager call you on 12/4 to discuss your concerns personally was our attempt to dig deeper into the issue. We were grateful for your feedback and this call provided us the opportunity to understand the situation better and resulted in an agreed resolution between us. We hope that we have covered all of the concerns you have expressed, but please feel free to reach out to us in any way if you would like to explore the issue further.Thank you, Main Street Hub Customer Service Team

Complaint: [redacted]
I am rejecting this response because: I had a very long conversation with [redacted], the manager at this company. I told him I am NOW aware of the terms and conditions. However, and this is a big however! In all my conversations with [redacted], my rep there, when talking about continuing with them, his verbage was always in the light of: We hope you will choose to stay with us! OR We will show you the kind of results so you will choose to stay with us. Not once did he in our conversations say anything that would have put up a red flag for me that I would have to "cancel"...in all our conversations, it was all in light of "choosing to stay with them!" But...I was ignored. And I think that is a very poor practice, if not deceiving to the customer! Why in our conversations was it never said any other way! I am never going to recommend these people. Nor will I keep quiet in letting others know how they deceived me. [redacted] gained my trust. Then deceived me. In light of THAT, I deserve a full refund for one month, or 399.00!
Regards,
[redacted]

Dear [redacted],Thank you for your feedback. We 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 below. We 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 economies. It was never our intention to leave you frustrated with our service. Please 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

Dear [redacted],Thank you for your message and providing us the opportunity to respond to your concerns. Our company has been built on providing the very best service for local business owners, so we’re disappointed that our services weren’t what you were looking for.We have reached out to your account...

manager and are working to get this issue resolved as soon as possible. In the meantime, don’t hesitate to reach out to us directly at [redacted] if you would like to discuss the matter further.--[redacted] and [redacted], Co-CEOs

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

Hi, [redacted].  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 you. Best, Main Street Hub Team

Hi, [redacted]. We want to assure you that our team did reach out to you several times, and we have records of this attempted communication with you in regards to this issue that we’d be happy to share with you. In reference to your note, we acknowledged that there was an erroneous charge on 2/11 and immediately issued a refund for that charge on 2/12 and credited your account once this error was noticed. We are sorry you have decided not to continue with our services, but find that we provided the service we committed to during the tenure of our relationship. If you’d like to discuss this with our team over the phone our number is: [redacted].Best, Main Street Hub Team

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

I am rejecting this response because: I did receive a phone call last week and I called back and left a message. I've not heard back. I tried calling again today, three times, and the phone just rings and then goes to voice mail with a message in Spanish. There is no mention of the person's name I am trying to reach. I would like to get this taken care of this week.  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 2 to 3 days even though it was Alex's fault you billed me. When I told him a month ago to stop the billing. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I read the response today from 11/30/15 Main Street Hub.  They missed the point that we were never to be removed as owner’s of our pages (Google, Yelp, Yahoo, etc.).  And their recollection of the processes that they took (claiming phone calls and postcards) is not correct.Please advise as to how I may keep this complaint open and work to resolve the issue.  I am still VERY unsatisfied with the outcome. [redacted] RideSmart Motorcycle Training, Inc. www.ridesmartmotorcycle.com [redacted]
Regards,
[redacted]

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 account. If you have any questions, feel free to call us at [redacted].Best, Main Street Hub Team

Hi, [redacted],Thanks for reaching out to us. We take this concern and all of our customers' concerns seriously as we work hard to help small businesses all over the country thrive. We wanted to first apologize that you were left feeling frustrated, and let you know that we will be applying a refund to...

your account. You can expect to see that in 2-3 days. If you have any further questions, please feel free to reach out to us directly at ###-###-####. All the best, Main Street Hub Team