Quomation Insurance Services, Inc.

Regarding complaint ID ***, Quomation believes that the complaint made by Andre S*** was compiled before he was given response to his emailsThe compilation in the complaint is compromised of an email formulated the day he was given a responseQuomation tries to keep all employees in the
same building, avoiding outsouringThat being said, with Andre S***'s unique situation, we cannot make decisions at the pace of what customers deem efficient and necessary when it comes to supportWhen moving customers from Quomation's servers to running locally, it has to be paced because of the variables involved that Andre S*** does not realize.Problems that can take place include, but are not limited to: software incompatibility, working with agency's local IT, loss of data, antiquated office technology, and moreHowever, July 29, a technician at Quomation spent over five hours with the complainant to setup their office locally on SQLThe next day, July 30, additional hours were spent by technical support staff to continue the processMany problems occurred, such as, software not installing correctly, lack of user permissions, users not located on the same domain to provide access to the database, and others.It should be noted that there was a lack of cooperation on Andre S***'s part when trying to receive proper documentation, allowing Quomation to handle his dataThe documentation is a standard procedure used by QuomationAndre S*** delayed the process on his side by refusing to sign said documentThat being said, Andre S*** may receive his data on the condition that he follow Quomation's industry standard procedures; by providing payment, for said data and client filesQuomaiton would like to note that the cost to purchase usable data is lower than the competitors.Sincerely,Jared W***Sales Manager

We spoke with the client explaining to him the issues of the rates being effected by the carrier itselfWe worked with the carriers to correct the issue that was taking place with the 3rd party carrierThey were resolved before his cancellation term and function cleanly, our system was functioning
properly as demonstrated to the client before he purchasedThe issue that he had was resolved which was actually a issue with a 3rd party and not our systemTerms of purchase were all outlined in the contract and cancellation proceduresWe are very clear on no refunds on sfees or usageHe was provided full documentation and physical paper contracts which were signed and executedIf providing the documents will help I can provide them

Complaint: [redacted]
I am rejecting this response because: THEIR SYSTEM DOES WORK IF YOU CONSIDER SEEING NUMBERS ON A RATER, BUT THE NUMBERS WERE INCORRECT AND WHEN THEY SHOW YOU THE RATER'S RATES IN THEIR PREVIEW IT IS BASED ON WHAT THEY WANT TO SHOW, I COULD NOT GIVE THEM AN EXAMPLE AND HAVE THEM RUN IT. I HAVE CORRESPONDENCE EMAILS THAT SHOW THAT UP TO THE DAY OF MY CANCELLATION THEIR PROGRAM WAS STILL NOT WORKING. THEIR RATER DID NOT GIVE ACCURATE RATES. BEFORE I PURCHASED THEY SAID THEIR PROGRAM WORKED WITH THE ONLY 3 COMPANIES I SOLD, YET THEIR RATES FOR MY NUMBER ONE COMPANY WAS NEVER ACCURATE. THEY SAID IT WAS AND IT WAS NOT. THAT IS THE VERY DEFINITION OF MISREPRESENTATION. WHY WOULD IT BE THE BUYERS FAULT IF THEY DID NOT HAVE THE PROGRAM UP AND RUNNING CORRECTLY. THEY SOLD ME A DEFECTIVE PRODUCT AND EXPECT ME TO EAT THE LOSS. MY NEXT STEP WILL BE MAKING A REPORT TO THE DEPARTMENT OF CONSUMER AFFAIRS. THEY CLEARLY SOLD SOMETHING THAT WAS SHOWN FROM DAY ONE TO BE INACCURATE TILL THE DAY OF CANCELLATION THAT WAS STILL INACCURATE AND THEY STILL EXPECT TO BENEFIT. THAT SOUNDS LIKE AN ILLEGAL BUSINESS PRACTICE. AGAIN KEY WORD "MISREPRESENTATION"
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  Our response to Quomation's reply are below in "blue" font."Regarding complaint ID [redacted], Quomation believes that the complaint made by Andre S[redacted] was compiled before he was given response to his emails." Their belief is incorrect.  The entirety of email correspondence with Quomation was included in my original complaint. As of this writing, we still have not received a phone call or email from management at Quomation.  We were not given a response to our emails."The compilation in the complaint is compromised of an email formulated the day he was given a response." The compilation referred to above was a summary of all communication with Quomation from approximately June 4th to July 27th. The compilation was "formulated" over the course of that time period.  I included the summation in my original complaint to show exactly what was communicated.  Nothing is paraphrased or altered.  These are the exact and complete emails copied and pasted in one summary.  As a courtesy to Quomation, I emailed them the same summary attached to my Revdex.com complaint."Quomation tries to keep all employees in the same building, avoiding outsouring."I have no idea how this relates to my complaint or its resolution. "That being said, with Andre S[redacted]'s unique situation," Our situation is not "unique".  We operate a typical, independent insurance agency similar to most independent agencies and, we would guess, typical of most Quomation clients."we cannot make decisions at the pace of what customers deem efficient and necessary when it comes to support." Obviously they cannot "make decisions at the pace of what customers deem efficient and necessary".  Thank you for that admission."When moving customers from Quomation's servers to running locally, it has to be paced because of the variables involved that Andre S[redacted] does not realize."Perhaps so.  But this offers no explanation for the lack of communication and effort on the part of Quomation to resolve the problem.  Quomation is paid to, and should be equipped to, deal with those "variables"."Problems that can take place include, but are not limited to: software incompatibility,"No software compatibility issues exist in our case. While this may be a problem encountered by Quomation in some instances, they've never expressed a problem with software compatibility in our case.", working with agency's local IT"This was also not an issue in our case.  When Dayna requested our local IT person perform a particular function locally, he was at our office with two hours and did exactly what she requested in less than 5 minutes.  He then stayed at our office for another hour to see if Quomation required further assistance.  None was requested.", loss of data," Loss of data was also not an issue in our case.  In fact, we pay Quomation to protect our data from loss.  "antiquated office technology," Also, not an issue in our case.  Our PC's are all identical,  one-year old Dell XPS8500's with sufficient speed and memory, running Windows 8.1 operating systems.  Our internet connection is from Charter Spectrum with 60Mbps download/5Mbps upload speed.  Our systems meet or exceed Quomation's requirements."and more." Too vague for a response."However, July 29, a technician at Quomation spent over five hours with the complainant to setup their office locally on SQL." True.  The technician was Dayna and after 5 hours effort was unable to get the system working.  She said she needed someone at Quomation who was more versed on SQL to assist.  We were told that person was at lunch and would work on the installation when they returned.  When we closed our office at 5 PM Central time, nothing further was done.  We know this because every PC in our office had an open on-line support session running with Quomation and we didn't see a single mouse-click or key stroke the entire time.  We left the support sessions open when we closed our office in the event that someone at Quomation wanted to access our PC's after hours.  To our knowledge, nothing further was done.  The system was in the same condition when we opened the next day."The next day, July 30, additional hours were spent by technical support staff to continue the process. Many problems occurred, such as, software not installing correctly, lack of user permissions, users not located on the same domain to provide access to the database, and others."These are typical issues Quomation personnel should be equipped to overcome.  They're logged into our system with full administrator permissions and capabilities.  It's their system, not ours.  They're the supposed IT experts that we pay to deal with these types of problems.  We're insurance agents, not IT experts.  We also paid our local IT expert to be on-sight for 5.5 hours in the event Quomation needed local assistance or encountered a problem that needed expert attention on our end.  No such problems occurred, or were brought to our attention.  At the close of business on July 30th, after Mark and Shane, (Quomation personnel), spent most of the day trying to transfer the Quomation software and our client files to our local server, we still did not have a functioning system.  The Quomation program was loaded onto our local server, but without any client files attached and the server unable to connect to the other office PC's.  We paid our local IT personnel an addition 1.5 hours to transfer the client files into the data base.  As of this writing, we still don't have a functioning system because the office PC's cannot connect to the server.  Our IT experts believe the problem lies in the set-up and configuration of SQL, which falls squarely on Quomation.  Regardless, the problem is Quomation's to solve.  We've gone above and beyond our responsibility by paying a local IT technician to assist Quomation with something that is entirely their responsibility.  Our IT expert was capable, available and willing to perform any functions requested by Quomation personnel."It should be noted that there was a lack of cooperation on Andre S[redacted]'s part when trying to receive proper documentation, allowing Quomation to handle his data. The documentation is a standard procedure used by Quomation. Andre S[redacted] delayed the process on his side by refusing to sign said document." We were asked to sign a data transfer document on July 9th and emailed the signed document on July 14th...a total of 3 business days.  We were reluctant to sign the document that stated Quomation would charge us $500.  Ultimately, we signed the document because Dayna assured us, in writing, that we would not be charged.  Here is the correspondence with Dayna (we have copies of these emails on file):7/9/15
Dayna, The data transfer agreement says that
I’m agreeing to a $500 data transfer charge plus $150 for an external hard
drive.  Why would I sign such an agreement when I’m just asking to go back
to a local set up?  Or, are you saying that I’ll be charged for going back
to local?
7/9/15 From Dayna: 
Andre,That applies to cancelling customers who want their data to move
to another system.
The form still needs to be signed though.Regards,Even though Dayna indicated that we would not be charged, we were sent the following invoice for $500 on July 29th:





The Quomation Team
Quomation Sales Representative

[redacted] (w)

7400 South Union Park Avenue, Ste 101
Midvale, UT 84047














 



Thank you for signing up with Quomation! We are excited to have
you as the newest user of Quomation products and services. You will be
hearing from a technician shortly to install the products you have purchased.
If for any reason, you do not hear from a technician within 48 hours, you can
call our office at [redacted] and request assistance.
If there is anything that any of us can do at Quomation, don't
hesitate to contact us or your sales representative. We want to make sure
that your experience with Quomation is pleasant and meets all of your
expectations now and in the future.
Finally, included in this email is an overview of your fees for
the products you have purchased. If you should need to adjust your payment
schedule, change an address or update you records simply call the office and
ask to talk with the accounting department.














Product

Location

Setup Fee

License Fee

Data Transfer

[redacted]

500

0

Again, thank you for making the decision to purchase our
products and services. We look forward to a long-term relationship.


- The Quomation Team
"That being said, Andre S[redacted] may receive his data on the condition that he follow Quomation's industry standard procedures; by providing payment, for said data and client files. Quomaiton would like to note that the cost to purchase usable data is lower than the competitors."As of this writing, we still do not have a useable data base.  We've been a Quomation client for 6 years and made the necessary request to transfer their software from "the cloud" to our local server due to the inefficiencies and constant, repeated unreliability of their cloud-based program.  Since making that request we've encountered stonewalling and lack of communication and cooperation from Quomation.  We've provided full documentation as evidence of that statement.  As of this writing we have yet to receive a phone call or email from any management personnel at Quomation in spite of our many requests to speak with someone in management or ownership capacity.  They've offered no apology or explanation for their inability to provide the service they're asking us to pay for.  They've offered no further assistance to get the system working.  We've now spent $770 ($110 per hour) with our local IT personnel to assist Quomation in the process over the course of July 29, 30 and 31.  The system is still not functioning and we haven't received a call back from them as promised.  Quomation personnel have attempted to blame their lack of ability to perform on many factors, all of which have been dispelled and proven false.  We've gone above and beyond our responsibility and incurred significant expense assisting them in every possible way and we're still left with an incomplete system.  We're dismayed at Quomation blaming their lack of ability to perform on us, their client. Though, we're not surprised that they would take the time to respond to the Revdex.com complaint, which could possibly end up in a public forum, by blaming us for their lack of ability to perform, while simultaneously refusing to even speak with us about the very problem.  To date, neither Jared or anyone in management capacity at Quomation, has bothered to contact us.In light of the most recent developments detailed here, we want Quomation to issue a full credit for the $500 data transfer invoice that we were told would not be charged to us.  In addition, we want Quomation to reimburse us for the $770 we paid our local IT professional and we want a written agreement from a manager with full authority at Quomation to agree to release us from any and all further charges.
Sincerely,
Andre S[redacted]