Onpoint Media & Marketing

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Hi Revdex.com, For some reason I did not receive the initial emails or the Business's responseWhen I called into the Revdex.com I was told the complaint never got filedThen I received the notice that the open complaint was closedSo I am responding to the business's response below I never requested extra work, it was always assumed I was asking for extra workI was quoted 5-pages and never given a hard number of 5, which I didn't argue withSo I made the best I had with pagesBeing a web "design" company I was expecting some designing skills to take place with any extra information or images I gaveWhich ever ones fit together, or were similarBut instead it always a response of "too much work" or "too much extra work", I never once got "okay we will work with this and come up with something"Yes there were delays on both sidesBut instead of complaining I am asking for too much, any business would have built up to what was believed to be the expected product then said to do x more is extraInstead work was halted and nothing was done in all the time that was given When I voiced my disapproval of the progress of the site and asked for the files, I received a harsh response in CAPITAL RED letters saying that I will be charged for anything and everything moreIn that same email the staff was instructed to complete the website and send it over, see below"( [redacted] ) HAS WAITED LONG ENOUGH I WANT THIS SITE FINISHED TODAYI WANT HIM TO GET HIS FILES FROM [redacted] ." A following email said I took everything the w***g way, and that he wanted the staff to finish the websiteHe copy/pasted the red text above saying the website was to be completedAlso touted the company's unconfirmed record on making websites in a year, and stated that he "could safely assume that we (the company) are not the problem here." However the files that were provided were not completeI sent a request asking to confirm that everything was included and got a response that I may have lost files over time I re-downloaded the files from the [redacted] link and the provided site does not include the finished site Regards, [redacted] ***

This was an extremely unfortunate situation that I regret as much if not more than Mrs***First of all, we entered into an agreement with ***, her husband, to build the website [redacted] had (and continues to have) a great relationship with [redacted] (one of our sales consultants) who was a customer at the meat market for yearsWhen issues arose in the process, it was frustrating for us as well as Mrs***, and that frustration got us off on the wrong footCompounding this strain on our relationship was the fact that the company was going through a transition period at the timeWe had a few people leave the company, so while some of our most trusted employees were moved up, we had new people entering into the production positionsThis was the source of the “poor communication” and “sub-par” work that she felt was taking placeI apologize for this as we should have been more attentive to the learning curve of these new employees and subsequently the work that was doneAdditionally, our trusted employees who were moved up had a learning curve of their own, which affected the supervision of the new employeesThe ordeal that everyone went through on this project spurred us to improve the training and supervision of new employees and also made the employees that worked on this project some of our most battle-tested and savvy workersThis is due to the fact that we worked with them after this complaint was resolved to ensure this sort of thing would not happen againRegarding the “predatory” and “misleading” billing practices, I think this was purely a miscommunicationGiven that our hosting is paid for monthly on the 1st, we had assumed it would be common sense that once the first has passed and the card charged, we have begun the hosting for that monthGiven this, it stands to reason that we would need a month’s notice to end the hosting agreement for the next monthThis was a large assumption on our part that we sincerely apologize for and understand how she could find it misleadingWe have made steps in our process to prevent this from occurring in the futureWe resolved this long ago, as the Yelp review was taken down and the $paid and we consider the matter closed

The customer 100% understood and agreed to all costs associated with this project upfrontThe costs were listed for the relaunch of the OLD website, as they did not want to pay to rebuild the website properly from the ground up, and then the costs for changing out the name throughout the website, as well as hosting the new website.There were a few places where things had to be changed after the fact, but when noted, they were changed within minutes of the client notifying our team.Regarding the billing, we were never notified of a moveThe client noted they wanted all their logins (as a business owner I assume they want all this information only to move the site as that is the only reason a non-technical person would want it) and gave them the information multiple times, within the day of their request.We were never notified of any termination of hosting...actually to this day we have no termination of hosting as they moved the site and did not notify our team.There is absolutely no animosity on our end as we stopped our entire team when this client needed help to put their website up within a day from when they could legally put it up (as they were in the midst of a lawsuit)We rushed (with no extra rush fees) and tried to get everything done for them when and how they needed it, on the limited budgetI also offered recommendations to help, which were never taken up on as they were not within their budget.Our team was happy to help and would still be happy to help, but there is only so much you can do for client that wants everything, right now, for free.To this day they have not notified us of the website hosting being moved, so the account was simply cancelled due to OUR team noticing it was moved when going in to make site updates and back ups.We were happy to help them with marketing and social media, but the pricing was not within their rangeIf there was anything else they needed, we would have been happy to help, but there was no resolution or solution for anything...Just things wanted immediately for free.Even now, I would be happy to help them move a site or market the businessBut the clients' expectations, even for a custom company who can get something emergent done within hours, like Onpoint, is too high for the expected low costs

Onpoint would like to thank you, again, for the opportunity to respond to complaintsIn our opinion, the issue with this particular complaint is the misunderstanding of how a small company operates.When dealing with clients, we ask they have one person that stays in contact with our team to avoid any confusion or missed informationIt often happens that a company will try and switch around people to talk to us, then the opinions differ, one person will say one thing, another person will say another thing, we explain something to one team member and then have to explain it againTherefore, we ask there be one person of contactWith [redacted] , our person of contact was ***Onpoint had created a website for [redacted] through [redacted] last yearThe process went smoothly; [redacted] approved of his site, we hosted his emails and he bought an SEO package from usOn the eighth of June this year, we received an email from [redacted] asking if we would change the DNS “MX” record for his domain because he had signed up for a spam blocking system for his emailsWe responded to him that same day, explaining we would send the information over to our production team and told him we would get back to him with feedbackOur team had repointed his emails, as requestedTwo days later on Friday the tenth, [redacted] had emailed us again with the issue that he was now not receiving any emails and asked that we change his email back to the previous settingsWe responded with everything was all set on our end, but the email had bounced backA member of our team, [redacted] , then called [redacted] in order to clarify that the issue was not on our endWhen [redacted] did not answer the phone, [redacted] had left a voicemail [redacted] then returned our call with a voicemail and an email telling us that the “MX records are now good, however your mail server is rejecting email from themCan you can turn off spam filtering for our domain.” However, our office closes early on Fridays so we did not see this request until after the weekendAs mentioned before, it may be difficult to understand how a small business worksAfter returning to the office on Monday, there are many clients, phone calls and emails to tend to and it takes quite a bit to get through them allTherefore, we ask for a 48-hour window to respond to clientsOn Monday, June thirteenth, [redacted] had emailed us three timesWe understood his frustration but unfortunately he is not our only client and we do not sit answering emails all dayAround three-thirty in the afternoon on Monday, we explained this to [redacted] and told him we had added him into the production scheduleJust after six o’clock that same day, our production team believed they had fixed the issueThe next morning, a man named [redacted] had left us a voicemail asking to gain access to the C-panel for [redacted] on behalf of ***We had never heard of [redacted] because [redacted] was our contact person for this company that we had been dealing with for over a year when suddenly this new person jumps into the situationAt this point, we emailed [redacted] directly on his personal email, informing him that the issue was all set on our end and to let us know if he experiences any more issuesFive hours later on Tuesday the fourteenth, “ [redacted] with HS Consulting Group” left us another voicemail in a very angry toneHe had threatened to call us every minutes for the next days and requested “somebody with a brain that can talk technical.” Now we became confused because we had never heard of this consulting group nor did we have anything on them in our records and we certainly did not understand why a [redacted] would be leaving such an aggressive voicemailLess than ten minutes later we received another voicemail from “***,” who again does not explain his position in [redacted] , leaving us still confusedThis time, he began swearing at our company, threatening to call the Revdex.com and explains, “The gates to hell are going to be opened on this company.” Since we are still confused on why this man is so angry with us, [redacted] decided to get on the phone and call himOn this call, she explained to him that his voicemail is threatening to our company and that she would not talk over him screaming at her, mind you we still did not know why this man was angry with usTen minutes later, we receive another voicemail from [redacted] where he finally has [redacted] on the line to explain the relationship [redacted] has with [redacted] [redacted] explains they are still having issues with the email and authorized [redacted] to handle the issue from this pointHe also asks for the login credentials to his C-panel [redacted] then emailed [redacted] back, explaining that we would no longer like to have [redacted] be the person of contact since he has not been for the year we had worked with [redacted] and because of his harsh voicemailsWe then gave [redacted] his C-panel login information and told him to let us know if there were any other issuesOnpoint has not heard from [redacted] sinceAs for the complaint written by their IT Support Representative, ***, they do, in fact, have the C-panel login information and we have done everything on our side possibleIf the had stuck with one contact person, like we asked, this would have been known because it was sent to ***’s emailWe have a single phone number for both offices because the owner of the company splits her time between the offices to ensure things run smoothlyThe number changes to where she is located in case she needs to step inIf something specific to the Arizona office comes across, the owner will transfer the information to the appropriate placeThe number given ( [redacted] ) is not [redacted] ’s number, nor does the voicemail say, “You’ve reached [redacted] please leave a message.” If you were to call at any time you would hear the voicemail say “Thank you for calling OnpointPlease leave your name, number and a brief message after the tone.” Clients are able to speak with technical resources at OnpointIf [redacted] had explained himself and his position more clearly in the beginning, our production team and those handling the issue would have gladly gotten on the phone to explain to him what we had doneInstead, [redacted] swore, threatened and confused us, so [redacted] , the Customer Service Representative, attempted to handle the issue to discover why this man was calling us at allShe requested to not speak to [redacted] again because of his behavior, so the “we” mentioned in the email does not have a hosting company that refuses to deal with themWe simply requested to have [redacted] as our contact person, as he has been for the past yearOnpoint does not at all refuse to work with [redacted] and we would gladly continue to work with ***Our staff does not appreciate the threatening mannerisms from [redacted] for he does not understand how Onpoint worksWe are a small team and deal with many clientsWe are an email-based company and emails are answered at our own paceIt is asked up front when a new client comes in if they would like to communicate through the phone rather than email because we organize our system by the emails we receiveThis allows all conversations, edits and approvals of websites to be documented [redacted] calling every ten minutes shows he had never spoken to us before and explains why he does not understand why those phone calls were not solving anythingWhen we were working with ***, there were not issues or threatening messagesWe handled the MX settings, changed them back to the original settings, and when it still was not working we had sent [redacted] his C-panel credentialsOur team was emailing [redacted] through this entire process and if it had stayed that way the issue would not have become this out of hand

You can place it as resolved. Thanks, ***

Hi ***, As it says in the documentation and emails we sent, once the Navigation is established and the project site built, extra costs must be added if additional pages are requestedOur coders are our most expensive employees and we cannot have them doing extra work on sites adding pages after the site has been built for freeIf these pages were brought up before the project site was built, it would not have incurred an extra cost as long as it was within your page limitHowever, throughout the process everything was geared towards a page site, per your approvalThe homepage design that we asked explicitly for your approval on before proceeding laid out a page Navigation, and the What We Need and Navigation documents that you filled out also were for a page websiteWhen the request was made, we provided you a complete database backup as well as the site filesAfter your last Revdex.com response, in which you claimed that the files you were sent were not complete, we had our coder look at the files that were still on *** for you to accessThe coder had this response: “We sent *** *** a complete database backup as well as their site filesIt appears that *** *** successfully edited all of the URLs inside of the database from our development URL to the live URL, which is half of the necessary changesHowever the other half, the server filepaths, were either unchanged or the serialization was corrupted, which would cause all references to the server filepaths in the database to be w***g or corruptedThis is why we think *** ***'s website isn't fully functional.” Additionally, just before the holidays we received both this response to the Revdex.com as well as this email a couple of emails, one of which read: Subject: Re: YOU WERE SENT EVERYTHING Date: 2015-12-15:From: "*** ***" To: "***", I'll try re-downloading again when I get back this eveningBut it looks like main page is missing the box links and the footer? I may have made a mistake when changing the urls from {PROJECT SITE LINK REDACTED} to *** - that’s why I was checking that everything was included I attached the image I am comparing what I got to. I have it up temporarily here: http://www.***/ Clearly, you yourself were aware that a mistake was possible (and confirmed to be a fact by our coder), and to claim to the Revdex.com that we did not provide a complete site was disingenuousRegardless, we called you to try to figure this whole thing out and get a final resolution that would be agreeable for both of usWe wanted this to be settled directly so that you had your website and both of us could stop wasting our time going back and forth through a third partyHowever, after a bit of conversation you hung up on usWe called back twice more and were subsequently hung up on twice more***, we’ve given you full site files, answered your emails asking for help, and called three times to try to help with this, but clearly you were no longer interested in our assistance and preferred to make libelous statements to the Revdex.com about this situationWe are sorry that the situation has devolved to this, but for our part we were willing to let bygones be bygones and fix itUnfortunately, those feelings were not reciprocated

It is our belief that this complaint is based in numerous
misunderstandingsWe are always sorry on the rare occasion that our dealings
with clients get to this point, but these issues are all fundamental
misunderstandings.For starters, this website was absolutely not made from a
templateOur
coders built this website from scratch based on the information
provided to us.Secondly, like any other product, our prices are quoted
based on what is providedWe can only offer so many pages and so many functions
for the amount paid for the websiteThis is why you were told that various
things requested were above and beyond what we were able to provide, that there
would be extra charges for certain things, etcOur projects are priced based
on the size of the website, the functionality needed, and the time spent on the
projectThe reason that you were quoted more for additions to the site is that
the test site was already built and it takes more time for the coders to go
back and parts of the site than to build them into the site originally
This is why there were two documents at the beginning of the process filled out
by you that detail what you would like on the siteThis is what the coders
built the site based off of, and then later there were extra requests madeWe
cannot afford to do extra work for free, we are confined to provide the best
product possible within the budget of your projectOf course, extra work can
be done for additional costs, but you opted not to go that routeAdditionally,
if you review the Photo Document, it is explicitly stated that certain
categories of images cost extraWhen we discovered that you had chosen some of
these images, we brought it to your attention so that you did not incur
additional costs because of it despite this factWe are not sure why you
reacted angrily to this, we were merely trying to provide good service.In regards to the help you asked for regarding a certain
document that took a month for you to receive help on, the genesis of this was
that you requested help not from the writer, but the production managerIt
says explicitly in multiple documents and emails that any writing issues should
be brought up with the writerThis is exactly to avoid this type of confusion
and delayWe do regret that this miscommunication occurred, but we provide
instructions for who to discuss various aspects of the project with for this
specific reasonAdditionally, the writer offered to come into the office
outside of work hours in order to accommodate your schedule and get on
the phone with you in an effort to provide the best possible customer serviceYou
opted not to accept this offer and the situation was only then handled via
email.You acknowledged in your complaint that there were delays on
both sides, and we appreciate your honesty despite being dissatisfiedWe need
to serve all of our clients, and our schedule is built on a first come, first
served basis, so when a client fades into the mist, it takes extra time to get
them back onto the work schedule as we cannot predict when they will have time
to get back to us or what they will come back withWe understand that many of
our clients are small business owners and their website can take a backseat
sometimesWe only ask in return that it be understood that we have to adjust
accordingly when a client must delay the process due to concerns regarding
their own business.Moving onto the mobile site, this aspect of the project
comes to fruition when the desktop site is finalizedThe finished site is tweaked,
formatted, and checked over to ensure it works optimally on a mobile device
Unfortunately, you requested the project be discontinued and the files be sent
to you before this stage, which we accommodated***, we do not enjoy it when projects get to this stage
of disagreementThe handful of times it happens, we do what we can to make the
client happyAt the point you requested the project end and the site files be
sent, we acquiesced because we felt that was the best thing for all parties involved
although the site was nearing the final stagesWe apologize you felt things
were not handled properly, but our process has proven successful over many years
of building websites and this type of situation rarely occurs

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below. I completely disagree with On Point's response to our complaint. There was no "lack of understanding" nor was there any "miscommunication." Rather, there was a complete LACK of communication on On Point's part. As I stated in my original complaint, the president of the company NEVER returned any of my numerous phone calls and messages left specifically for her. Instead, days would go by and one of the employees would eventually call back and say they would "check into" things and see when we could expect our website to be complete. We were promised deadline after deadline that all went unmet. We were quoted weeks maximum until the completion of our website. It took months! The only reason we eventually got a completed project was because I contacted American Express, which, fortunately, I had used as our payment method, and had them credit our balance with On Point. I would not recommend using this company for a website Regards,
*** ***

The customer 100% understood and agreed to all costs associated with this project upfront. The costs were listed for the relaunch of the OLD website, as they did not want to pay to rebuild the website properly from the ground up, and then the costs for changing out the name throughout the website,...

as well as hosting the new website.There were a few places where things had to be changed after the fact, but when noted, they were changed within minutes of the client notifying our team.Regarding the billing, we were never notified of a move. The client noted they wanted all their logins (as a business owner I assume they want all this information only to move the site as that is the only reason a non-technical person would want it) and gave them the information multiple times, within the day of their request.We were never notified of any termination of hosting...actually to this day we have no termination of hosting as they moved the site and did not notify our team.There is absolutely no animosity on our end as we stopped our entire team when this client needed help to put their website up within a day from when they could legally put it up (as they were in the midst of a lawsuit). We rushed (with no extra rush fees) and tried to get everything done for them when and how they needed it, on the limited budget. I also offered recommendations to help, which were never taken up on as they were not within their budget.Our team was happy to help and would still be happy to help, but there is only so much you can do for client that wants everything, right now, for free.To this day they have not notified us of the website hosting being moved, so the account was simply cancelled due to OUR team noticing it was moved when going in to make site updates and back ups.We were happy to help them with marketing and social media, but the pricing was not within their range. If there was anything else they needed, we would have been happy to help, but there was no resolution or solution for anything...Just things wanted immediately for free.Even now, I would be happy to help them move a site or market the business. But the clients' expectations, even for a custom company who can get something emergent done within hours, like Onpoint, is too high for the expected low costs.

This was an extremely unfortunate situation that I regret as much if not more than Mrs. [redacted]. First of all, we entered into an agreement with [redacted], her husband, to build the website. [redacted] had (and continues to have) a great relationship with [redacted] (one of our sales consultants) who...

was a customer at the meat market for years. When issues arose in the process, it was frustrating for us as well as Mrs. [redacted], and that frustration got us off on the wrong foot. Compounding this strain on our relationship was the fact that the company was going through a transition period at the time. We had a few people leave the company, so while some of our most trusted employees were moved up, we had new people entering into the production positions. This was the source of the “poor communication” and “sub-par” work that she felt was taking place. I apologize for this as we should have been more attentive to the learning curve of these new employees and subsequently the work that was done. Additionally, our trusted employees who were moved up had a learning curve of their own, which affected the supervision of the new employees. The ordeal that everyone went through on this project spurred us to improve the training and supervision of new employees and also made the employees that worked on this project some of our most battle-tested and savvy workers. This is due to the fact that we worked with them after this complaint was resolved to ensure this sort of thing would not happen again. Regarding the “predatory” and “misleading” billing practices, I think this was purely a miscommunication. Given that our hosting is paid for monthly on the 1st, we had assumed it would be common sense that once the first has passed and the card charged, we have begun the hosting for that month. Given this, it stands to reason that we would need a month’s notice to end the hosting agreement for the next month. This was a large assumption on our part that we sincerely apologize for and understand how she could find it misleading. We have made steps in our process to prevent this from occurring in the future. We resolved this long ago, as the Yelp review was taken down and the $19.99 paid and we consider the matter closed.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
 Yes, I did say it was possible I made a mistake or all the files were not there. I give the benefit of the doubt that anything is possible. I don't just automatically assume the other person is wrong and think it's their fault.  I tried confirming with [redacted] that everything was there to make sure I did not miss anything. I re-downloaded the files from [redacted] to confirm that not everything was there. Instead of helping I received an email from [redacted] saying I lost files over time. Yes I also did receive a call from [redacted], but it was not to resolve the issue. [redacted] was very argumentative and combative during the call. He called to harass me about putting in the Revdex.com complaint, not once did he try helping or resolve the issue. He was continuing his condescending tone that he had in his emails about how I was wrong, that I am the problem, and the fact OnPoint didn't give me a complete site after 8 months was completely my fault. [redacted] told me they did not finish the site and sent over an incomplete site and that I would just have to deal with it. Yes, I did hang up when [redacted] kept attacking me with his condescension. I wasn't going to be bullied by him.  At one point [redacted] touted that he was sending everything over to the Revdex.com, which in my reply I said that we will communicate via the Revdex.com then and hung up one last time. I then received at least 4 calls back to back from OnPoint that I did not answer.  I am willing to speak with someone else higher up in the company (that can prove their role) and try to work something out. But I will not communicate with [redacted] in any fashion. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
 Hi Revdex.com, For some reason I did not receive the initial emails or the Business's response. When I called into the Revdex.com I was told the complaint never got filed. Then I received the notice that the open complaint was closed. So I am responding to the business's response below.   I never requested extra work, it was always assumed I was asking for extra work. I was quoted 5-7 pages and never given a hard number of 5, which I didn't argue with. So I made the best I had with 5 pages. Being a web "design" company I was expecting some designing skills to take place with any extra information or images I gave. Which ever ones fit together, or were similar. But instead it always a response of "too much work" or "too much extra work", I never once got "okay we will work with this and come up with something". Yes there were delays on both sides. But instead of complaining I am asking for too much, any normal business would have built up to what was believed to be the expected product then said to do x more is extra. Instead work was halted and nothing was done in all the time that was given.  When I voiced my disapproval of the progress of the site and asked for the files, I received a harsh response in CAPITAL RED letters saying that I will be charged for anything and everything more. In that same email the staff was instructed to complete the website and send it over, see below. "([redacted]) HAS WAITED LONG ENOUGH…I WANT THIS SITE FINISHED TODAY. I WANT HIM TO GET HIS FILES FROM [redacted]."  A following email said I took everything the w[redacted]g way, and that he wanted the staff to finish the website. He copy/pasted the red text above saying the website was to be completed. Also touted the company's unconfirmed record on making websites in a year, and stated that he "could safely assume that we (the company) are not the problem here." However the files that were provided were not complete. I sent a request asking to confirm that everything was included and got a response that I may have lost files over time.  I re-downloaded the files from the [redacted] link and the provided site does not include the finished site.
Regards,
[redacted]

Onpoint would like to thank you, again, for the opportunity to respond to complaints. In our opinion, the issue with this particular complaint is the misunderstanding of how a small company operates.When dealing with clients, we ask they have one person that stays in contact with our team to avoid...

any confusion or missed information. It often happens that a company will try and switch around people to talk to us, then the opinions differ, one person will say one thing, another person will say another thing, we explain something to one team member and then have to explain it again. Therefore, we ask there be one person of contact. With [redacted], our person of contact was [redacted]. Onpoint had created a website for [redacted] through [redacted] last year. The process went smoothly; [redacted] approved of his site, we hosted his emails and he bought an SEO package from us. On the eighth of June this year, we received an email from [redacted] asking if we would change the DNS “MX” record for his domain because he had signed up for a spam blocking system for his emails. We responded to him that same day, explaining we would send the information over to our production team and told him we would get back to him with feedback. Our team had repointed his emails, as requested. Two days later on Friday the tenth, [redacted] had emailed us again with the issue that he was now not receiving any emails and asked that we change his email back to the previous settings. We responded with everything was all set on our end, but the email had bounced back. A member of our team, [redacted], then called [redacted] in order to clarify that the issue was not on our end. When [redacted] did not answer the phone, [redacted] had left a voicemail. [redacted] then returned our call with a voicemail and an email telling us that the “MX records are now good, however your mail server is rejecting email from them. Can you can turn off spam filtering for our domain.” However, our office closes early on Fridays so we did not see this request until after the weekend. As mentioned before, it may be difficult to understand how a small business works. After returning to the office on Monday, there are many clients, phone calls and emails to tend to and it takes quite a bit to get through them all. Therefore, we ask for a 48-hour window to respond to clients. On Monday, June thirteenth, [redacted] had emailed us three times. We understood his frustration but unfortunately he is not our only client and we do not sit answering emails all day. Around three-thirty in the afternoon on Monday, we explained this to [redacted] and told him we had added him into the production schedule. Just after six o’clock that same day, our production team believed they had fixed the issue. The next morning, a man named [redacted] had left us a voicemail asking to gain access to the C-panel for [redacted] on behalf of [redacted]. We had never heard of [redacted] because [redacted] was our contact person for this company that we had been dealing with for over a year when suddenly this new person jumps into the situation. At this point, we emailed [redacted] directly on his personal email, informing him that the issue was all set on our end and to let us know if he experiences any more issues. Five hours later on Tuesday the fourteenth, “[redacted] . . . with HS Consulting Group” left us another voicemail in a very angry tone. He had threatened to call us every 15 minutes for the next 30 days and requested “somebody with a brain that can talk technical.” Now we became confused because we had never heard of this consulting group nor did we have anything on them in our records and we certainly did not understand why a [redacted] would be leaving such an aggressive voicemail. Less than ten minutes later we received another voicemail from “[redacted],” who again does not explain his position in [redacted], leaving us still confused. This time, he began swearing at our company, threatening to call the Revdex.com and explains, “The gates to hell are going to be opened on this company.” Since we are still confused on why this man is so angry with us, [redacted] decided to get on the phone and call him. On this call, she explained to him that his voicemail is threatening to our company and that she would not talk over him screaming at her, mind you we still did not know why this man was angry with us. Ten minutes later, we receive another voicemail from [redacted] where he finally has [redacted] on the line to explain the relationship [redacted] has with [redacted] explains they are still having issues with the email and authorized [redacted] to handle the issue from this point. He also asks for the login credentials to his C-panel. [redacted] then emailed [redacted] back, explaining that we would no longer like to have [redacted] be the person of contact since he has not been for the year we had worked with [redacted] and because of his harsh voicemails. We then gave [redacted] his C-panel login information and told him to let us know if there were any other issues. Onpoint has not heard from [redacted] since. As for the complaint written by their IT Support Representative, [redacted], they do, in fact, have the C-panel login information and we have done everything on our side possible. If the had stuck with one contact person, like we asked, this would have been known because it was sent to [redacted]’s email. We have a single phone number for both offices because the owner of the company splits her time between the offices to ensure things run smoothly. The number changes to where she is located in case she needs to step in. If something specific to the Arizona office comes across, the owner will transfer the information to the appropriate place. The number given ([redacted]) is not [redacted]’s number, nor does the voicemail say, “You’ve reached [redacted] please leave a message.” If you were to call at any time you would hear the voicemail say “Thank you for calling Onpoint. Please leave your name, number and a brief message after the tone.” Clients are able to speak with technical resources at Onpoint. If [redacted] had explained himself and his position more clearly in the beginning, our production team and those handling the issue would have gladly gotten on the phone to explain to him what we had done. Instead, [redacted] swore, threatened and confused us, so [redacted], the Customer Service Representative, attempted to handle the issue to discover why this man was calling us at all. She requested to not speak to [redacted] again because of his behavior, so the “we” mentioned in the email does not have a hosting company that refuses to deal with them. We simply requested to have [redacted] as our contact person, as he has been for the past year. Onpoint does not at all refuse to work with [redacted] and we would gladly continue to work with [redacted]. Our staff does not appreciate the threatening mannerisms from [redacted] for he does not understand how Onpoint works. We are a small team and deal with many clients. We are an email-based company and emails are answered at our own pace. It is asked up front when a new client comes in if they would like to communicate through the phone rather than email because we organize our system by the emails we receive. This allows all conversations, edits and approvals of websites to be documented. [redacted] calling every ten minutes shows he had never spoken to us before and explains why he does not understand why those phone calls were not solving anything. When we were working with [redacted], there were not issues or threatening messages. We handled the MX settings, changed them back to the original settings, and when it still was not working we had sent [redacted] his C-panel credentials. Our team was emailing [redacted] through this entire process and if it had stayed that way the issue would not have become this out of hand.

This complaint has been handled with the client at [redacted]. I feel that a lack of understanding and frustration over that lack of understanding led to an unfortunate rough spot in our relationship. However, this was remedied long ago, the work was completed and our...

relationship is ongoing to this day. This was a simple case of miscommunication and fundamental misunderstanding about our website building process. Issues such as have given us a better idea of what it’s like to be on the other side of this process and we have made great strides to remedy our shortcomings as a result. We apologize for the rough patch of the project, but feel the issues have been reconciled between us and happily continue our business relationship with [redacted].