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 satisfactory to me.
Please have him email me to schedule a time to speak and come up with a resolution. 
Regards,
[redacted]

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 account. I fired them first. And I want my money back. 
Regards,
[redacted]

We contacted this customer again to find a resolution and successfully found a solution.

Dear [redacted],Thank you for your message and providing us the opportunity to respond to your concerns. We apologize that we gave you a negative impression of us as a result of an interaction with a member of our sales team. It 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 yourself. We 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

Hi, [redacted], We are passionate about helping small businesses thrive, and are focused on providing a world-class service experience for them. That’s why we take this and all of our customers’ concerns seriously. As 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 agreement. Our team also informed you that the $299 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 Call. We 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 partnership. If you have further questions, please feel free to call us at ###-###-####. Best, --Main Street Hub Team

Thanks for reaching out, [redacted]. We want you to know that we take your concerns seriously. After speaking with your account manager, it looks like our team got in touch with you after contacting our billing department and sent you a screenshot of all receipts and charges on your account. There was a...

charge in error on the 11th of February, and we let you know that once this was noticed, we immediately issued a refund that was credited to your account on the 12th of February. Your account has been cancelled with us and any charges assessed after you let us know you wanted to discontinue service have been refunded. We have attempted to reach you several times to discuss this matter. Here's the best number to reach our team if you'd like to discuss further: [redacted].Best, Main Street Hub Team

To be clear, the issue is not "resolved". I understand that I will not be receiving a refund for the $299 set up fee. That does not change the fact that I was pressured into a sale and you made $299 off of me for nothing, despite that fact that I called within business hours after set up began. I'm hopeful that anyone looking into doing business with you gets some benefit from my experience.

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' 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.