OutboundEngine, Inc.

[redacted],We’re sorry to hear we can’t come to a mutual resolution in this matter. Customer happiness is our top priority so when you originally called in we credited your account the full $138 for the reviews product and agreed to downgrade your package, a resolution you declined. I spoke with your customer success representative and you were sent an email confirming your cancellation on Oct 4th, at 11:00 am. We will not be crediting you for the email and social media service that was already delivered as promised.  If you have any further questions please direct them to our support team. Best,The OutboundEngine Team[redacted]
[redacted]

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.
Regards,
[redacted]From: [redacted] [mailto:[redacted]] Sent: Sunday, February 28, 2016 3:59 PM To: info...

<[email protected]> Subject: complaint #[redacted] To Whom It May Concern; Outbound Engine contacted me via email yesterday stating that they had canceled my account and will be refunding the billed amount of $278.00 to my credit card in the next 3 - 5 business days.  Since they are doing what I requested, I am no longer in need of your services on my behalf. [redacted]

Hi Mariah,I’m so sorry to hear you haven’t seen the results you were looking for. I met with the team to discuss your concerns. We want to immediately remove your modeling contacts from your account as soon as possible so that you don’t have inappropriate people reaching out to you. You should only...

be marketing to your real estate contacts. Give us a call at ###-###-#### and we will be able to help you accomplish that ASAP.  Last we spoke it sounded like you still wanted to keep your account open so we reduced your payments by removing the specialty content you purchased during onboarding and worked out a long term plan for the rest of your services. If you’d like to cancel your account we can work that out with you offline. Let us know if you’d like to contact you regarding next steps in that process. Cheers,The OutboundEngine Team

[redacted],We’re sorry to hear you feel this way. It is not our practice to sign up and charge customers for products or upgrades they do not want. Customer happiness is our number one priority and regardless of who is right or wrong in this circumstance it sounds like this partnership is not the...

best fit for either of us. It is my understanding that we have now resolved this matter with you offline. If you have any further questions please direct them to our support team.Best, The OutboundEngine Team[redacted]

[redacted],I’m so sorry to hear that we failed to send you your rebate. I spoke with our sales team and they emailed you the $158 visa card yesterday. I apologize for our delay in sending this to you. It is my understanding that you were also scheduled for an Engine Check-Up yesterday, where we review...

your account but you were unable to attend. Please let us know when you would like to reschedule that review. We’re looking forward to getting your account tuned up and running smoothly for you!Best-The OutboundEngine Team[redacted]

Hi [redacted],We’re sorry to hear you won’t be moving forward with OutboundEngine. We never want our customers to feel ignored, however there are only a small contingency of employees who have access to the billing information on your account. We do this intentionally for your security. We do our very...

best to stress the terms of our agreement during your sales call but since you didn’t formally accept the contract in writing we we’re able to refund your purchase in full. I checked in with our solutions team this morning and it looks like we cancelled your account the same day you called in. Depending on your credit card companies policies it can take 2-3 business days to process your refund so you should see it very soon. We’re sorry this didn’t work out but we wish you the best in your future endeavors. Cheers,The OutboundEngine Team

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.
Regards,
[redacted]

[redacted], We’re sorry to hear you were unhappy with your experience. It is our desire to help our customers find the best opportunities in their network and we take that responsibility very seriously. We have a staff of professional writers who craft content that will produce positive results and...

engage customers over time. We’ve sent well over 200 million emails on behalf of our clients and from that data we can see that the vast majority of our customers are seeing positive results. I’m sorry you feel we let you down, it is my understanding that we’ve reached a resolution offline that satisfies both parties. Best of luck to you in your future endeavors.  Sincerely,The OutboundEngine Team

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.
Regards,
[redacted]

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.
Regards,
[redacted]

Hello [redacted], Thanks for reaching out, and I'm sorry that you were disappointed in your experience with OutboundEngine. While we would never intend any "bait and switch," it definitely looks like you were inadvertently placed in the wrong product package. We will be providing additional training...

for the sales rep who handled your account to prevent this from happening in the future.  Additionally, your interaction with our Customer Success team could have been smoother. We do require customers to follow a specific process to maintain optimal email performance within our platform, and our 12-month contract exists because our platform is designed to deliver value over time. But customers should expect to have their calls and emails returned promptly, and for any products promised to be delivered. Clearly something went wrong in this case, and we're investigating to understand why.  We will be cancelling your account, waiving your termination fee, and refunding your previous payments today. We hope this makes things right and gives you confidence that OutboundEngine wants what's best for our customers, even if that means not working with us. Please accept our apologies and know that we'll use your experience to improve our business. Best,[redacted]Senior Director, Marketing

Hi [redacted],We’re sorry to hear you were unhappy with the content sent on your behalf and that you weren’t clear on the terms of our 12-month commitment. We strongly believe that a content marketing program that is designed to position you as a useful, educational and entertaining subject matter...

expert helps you earn more repeat and referral business over time, which is why we ask for a 12 month commitment. We've gone to great lengths to make sure our terms and conditions are clearly stated and that each customer has a copy for reference from day one. Our sales process already requires our reps to verbally confirm the 12-month commitment with every customer. We will review that process with the rep who you worked with to make sure they are clear on what’s expected and will perform additional training with them if they are not. In addition, our terms and conditions are included in our welcome email and must be reviewed again before logging into our application for the first time. We want to thank you for your feedback and agree that it’s important to make sure every customer knows what they’re signing up for.  We’re sorry we couldn’t keep you as a customer and appreciate you taking the time to help us improve.Best-The OutboundEngine Team

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.
Regards,
[redacted]

[redacted],I’m so sorry to hear you’ve had a negative experience. Our mission is to empower small business owners, but it sounds like we didn’t do our due diligence to ensure we had your contacts so we could start sending campaigns on your behalf. I’ve confirmed with our billing team that your account...

has been cancelled. Please know we have revised our processes in response to your complaint in order to prevent this from happening in the future. We apologize for any inconvenience we may have caused, we’re here if you need us. Best-The OutboundEngine Team[redacted]

Complaint: [redacted]
I am rejecting this response because I want to cancel
Regards,
[redacted]

Hello [redacted], We're sorry that you didn't enjoy your experience with OutboundEngine. Our Customer Success team has informed me that your account has been cancelled and your credit card has been refunded. We hope this amicably concludes our business together. Please don't hesitate to reach out if there's anything else. Best,[redacted]OutboundEngine

[redacted], we're sorry to hear you feel this way. As you stated, our mission is to help business owners like yourself stay top of mind with potential and past clients in order to earn repeat and referral business -- but we also know that success doesn't happen overnight. We ask for a 12-month commitment...

when you sign up to allow those organic relationships to flourish. We've gone to great lengths to make sure our terms and conditions are clearly stated and each customer has a copy for reference from day one. Our sales reps discuss these terms and conditions during sales calls before charging a customer’s credit card. When customers first log into our product they are required to review and agree to our standard terms and conditions, however it is not within our policy for customer success team members to check the box for you via a screen share while assisting you during setup. I apologize for this error and have discussed this with all of our team members as a result of your complaint to ensure this never happens again. After further research into your account it appears that there was not a valid card on file  for your March payment and thus when you updated your payment method we charged you for your past due amount plus the amount you owed in April, which totalled  $279.00. Your first attempt to cancel was on April 22nd, after that payment processed. While we understand your desire to cancel, we make every effort to achieve success before we cancel accounts. Many of our customers experience significant results by simply refreshing their contact list, importing contacts they may have passed over during their initial set up, or adding strategic personal touches to their newsletters. It is not our desire to hold someone to something they don't want to do but we take our contract seriously and work to uphold our terms of service, just as any other business would. In this circumstance, our billing representative agreed to provide a refund of $279.00 and cancel your account because of our mistake during your setup. We strive to provide our customers with a positive experience, and I'm glad we could work together offline to find a resolution. I apologize for our error in this circumstance, we are here to help in the future should you need our assistance.Best-[redacted]Sr. Customer Marketing Manager[redacted]

OutboundEngine Customer Success contacted Mr. [redacted] via phone on 11/5/15 and the issue was resolved amicably.

Hello [redacted], Thank you for reaching out, and I'm sorry you aren't happy with your OutboundEngine experience. We are upfront about our 12-month contract, and we require it because our product is designed to deliver value over a long period of time. We truly believe that if you stuck with it,...

you'd be pleased with the results. However, given your strong disappointment, we will be cancelling your account, waiving the termination fee, and refunding your previous payments. We're sorry to see you go, but we hope this gives you the resolution you're looking for and wish you the best of luck. Please don't hesitate to get in touch with any questions. Best,[redacted]Senior Director of Marketing

Hi [redacted]-I’m sorry to hear you were unhappy with our service. Our team makes a point to speak to each customer before cancelling their account in order to assist in exporting contacts, informing customers of their last billing date, answering any final questions and gathering any feedback on what we...

could have done better. It looks like we were able to connect with you via phone on November 16th and have resolved the matter. Please let us know if you need anything else.Best,The OutboundEngine Team