Shenandoah Residential Services

When [redacted] spoke with our Sales Executive [redacted] on October 10th he signed a contractual agreement, which is linked belowOur online contractual agreement is a one page document, which contains the terms of the agreement, along with the originating time it was signed and the IP address from the computer used to sign the agreementAdditionally upon signing the agreement an email with the contractual agreement is immediately sent to the email address added to the contact information, which in this case was ( [redacted] ) The terms contained in the contract clearly states that this is a special order business to business contract, additionally 30% of the contractual price of $5, constitutes a non-refundable deposit [redacted] ***'s down payment of $1,is actually $less than the aforementioned non-refundable deposit Not only had we tried several times to contact [redacted] to begin work on his agreement, when we successfully able to speak with him we were met with an aggressive and threatening nature from [redacted] ***At this point CGI Communications, Incand Next! Ad Agency has done nothing wrong However, with the cooperation of Stephen Graf & Company Next! Ad Agency is generously willing to provide them with days of serviceAt the conclusion of this day period [redacted] may elect to discontinue the program all together and owe nothingIf Stephen Graf & Company elect to continue the program after the day trial they will be responsible for meeting the previously arraigned payment schedule for the remainder of the programThe original deposit of $1,will remain non-refundableNext! Ad Agency is more than willing to fulfill our contractual obligation to Stephen Graf & Company Contractual Agreement http://www.elocallink.com/contracts/display_pnotes.php?econtractID= In Kind Regards, [redacted] Director of Client Relations CGI Communications Inc& Next! Ad Agency East Main St Rochester, NY ###-###-#### extn www.cgicompany.com www.nextadagency.com

RE: [redacted] , Inc This matter involves a one year, business to business contract for products and services Initially, in September, 2013, this customer signed a one year contract After that year tolled, the customer signed up for and paid for another one year contract (which is clearly stated in the contract) Upon being purchased by a new company, we continued to perform work, changing the content on the website to reflect the changes, and stood ready, willing and able to continue to provide our products and services for the remainder of the contract period However, the new owner of the company made a decision to refrain from using us any further Just as when one purchases a television and chooses not to watch it, or signs up for college and then decides not to attend, this company is not entitled to a refund for having made the decision to stop using our products and services Thank you for the opportunity to respond to this Revdex.com complaint Bob N [redacted]

Dear [redacted] As general counsel for CGI Communications, I today received a Revdex.com Complaint with regard to your inability to obtain a refund relative to the cancellation of the [redacted] Kindly be advised that I have initiated a full refund which should be credited to your credit card or sent to you by check (depending on how you originally paid) within the next 7-days My sincere apologies for the apparent lack of response by our staff Pete P [redacted] General Counsel

The business' electronic contract includes checkboxes to acknowledge contact and credit card information, but not termsThe business only provided a copy of the contract over a week later, at my requestThe next day, I cancelledThe business had not yet provided any servicesThe account manager assigned to me, who had already missed one phone appointment, said he would escalate my request for a refundHowever, the sales representative phoned back two days later to tell me the (unacknowledged) terms of the contract entitled the business to a non-refundable deposit greater than the quarterly instalment payment it had immediately takenThe sales representative had never previously said anything about a depositAlthough I am understandably upset with the business' sales practices, I never acted aggressively or threateninglyI did not hear from the business again until it responded to my complaintThe experience of the local businessperson whose name the business used, and the other complaints about the business at the Revdex.com, foreshadow problems with the serviceThe business may not use my name, which it misspelled once in its response, to solicit other businessesThe service will start on January 5, The consumer protection and other laws of my jurisdiction will applyThis message confirms I elect not continue with the service after daysAt the end of days, I will owe nothingThe business and I can discuss other details at my convenience

Kindly be advised that our contract with the chamber runs until July, We are firm in our relationship with the chamber and its members and will not respond to any uncorroborated innuendo or purported statement of an anonymous chamber memberFurthermore, it is outside the scope of your individual complaint and serves no useful purpose here We would be happy to send your reviews to you and provide you with a full refund; however, we have a claims process which requires you to submit your claim to our legal department I have forwarded your Revdex.com correspondence to that department and have been assured that your claim will be given every priority Thank you for your patience and understanding

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] This sums up the situation I was not provided the script within YOUR established time frame Even though [redacted] claims I was sent an e-mail on August 17th I did not receive such an e-mail and furthermore here is an excerpt from the e-mail sent to me this month by [redacted] :" Please respond to this message so I can be sure you received your script Any required revisions to the script are due 8/If I do not hear from youin 2-days, I will be in touch with you to ensure you received this message."Why wasn't I contacted if indeed this e-mail was sent on the 17th of August? I had to contact your company to find out what was going on.The original script was atrocious with grammar and spelling errors.Here is the e-mail from the head script writer:Good morning [redacted] ,This is Head Writer, Nick P [redacted] contacting you to let you know that I've been brought up to speed thanks to [redacted] M [redacted] , and have parsed through the draft in question.Let me start by assuring you that quality control is of the utmost importance and Alex R [redacted] is no longer with the companyThat being the case I will be taking over as your scriptwriterI examined the piece you were originally sent and agree that it needed more attentionI've made some preliminary adjustments, but your input is paramount in this situation..................You have my sincerest apologies regarding the quality of the original draft I look forward to making this script the best it can be for you.SO in essence the script was late, the quality was poor, and you fired an employee over the matter And yet you still have the audacity to want me to pay for this?Is this really how you conduct your business? [redacted]

We apologize for the inconvenience as this was an administrative oversight on our end and we take full responsibility for this unfortunate incident [redacted] ***'s refund check in the amount of $3,was mailed out from our office yesterday, April 23rd via the ***If by some reason [redacted] does not receive his refund check by the end the month I ask that he please contact me directly to promptly resolve this matterAgain we apologize for this inconvenience.Respectfully, [redacted] Director of Client RelationsCGI Communications, IncEMain St.Rochester, NY 14604###-###-####***@cgicommunications.com

I have personally spoken with the CEO of the Company who has authorized the immediate release of fundsA check will be placed in the mail today

Thank you for your letter dated December 1, 2017, and the opportunity to respond to the above referencedComplaint, which we have no record of having received prior to Friday, December 8, 2017.Our response is as follows:Our records indicate that the Complainant entered into a one year, business-to-business contract with uson August 24, 2017, and authorized credit card payment for $3,Services we were to performincluded, but were not limited to, monitoring Complainant's online presence, surveying customers,assessing ad spend effectiveness and conducting quarterly conferences with the Complainant(Pleasesee copy of contract marked Exhibit A.) Our work began immedately in the form of outreach andsetting up the account and Google pages of Complainant.Apparently, the Complainant's husband/business partner had entered into the contract withoutComplainant's knowledgeComplainant indicates that she was made aware of the contract three weeksafter her husband entered into it, and immediately sought to obtain a refund.The contract states that 30% of the contract price constitutes a non-refundable deposit and that after 20days the contract is nonrefundable(Please see Terms at bottom of Exhibit A.) Complainant did notcontact us with notice of cancellation until after the day period.On Tuesday, November 7, at 4:50PM EST I received an email from the ComplainantWithin 10minutes I responded to her email and asked her to allow me some time to look into the matter and"work towards processing (her) refund." (Exhibit '.13)I then submitted the refund request and on November 20, it was approved and paid in the amountof 70% ($2,130.00) which is the amount the Complainant originally requested and even though thecontract stated in clear terms that after days the contract was non-refundable

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] ***

Attached please find the original Website Advertising Agreement for the *** *** *** *** *** *** and the *** *** ***Please direct your attention to option one of the payment options at the bottom of the agreementAs you'll see the payment option for this
agreement is to make checks payable to: CGI Communications, IncNot only is this information clearly visible it's positioned directly above the clients signatureAdditionally we've attached our project notes for the clients banner creation, which as you can see includes over attempts to reach out to the customer via phone and emailAs per our original email, which the client included in their complaint *If we do not receive your answers to the questionnaire within two weeks after you have received this email, the first round of banners will be created by our designer's choiceDue to a complete lack of response from the customer, a banner ad was created and placed on the *** *** *** *** *** *** (***), where it can still be seen as of today, January 11th, In conclusion the client has in fact received the agreed upon services outlined in their agreement and should be held liable for their financial obligations and commitmentsThe client's account was turned over to a collection agency in and effort to collect payment for goods and services provided by CGI Communications, Incand *** ***We stand ready and willing to make any necessary adjustments to their banner ad, as well as for the *** *** *** to make payment for their products and services received in the Website Advertising Agreement.here

Regarding your *** reviews, as we previously stated, *** owns and controls them. We simply work within their guidelines. Because
of that, fact we cannot guarantee anything relating to the operations
or policies of *** or any other 3rd party website
We make that clear within the terms of all of our agreements, including the Complainant's, which states, "***!
Offers no guarantee, promise or representation with regard to the
operation of any third party website including, but not limited to,
*** Places™BUSINESS waives any and all claims against ***!
relating to the content, operations and/or timeliness of any such site."
(Please see attached agreement with *** *** *** and Carolina
Wellness dated January 5, 2015.)
We've
already agreed to cancel the contract with *** *** and *** *** ***; yet *** *** and *** *** *** continue to utilize
our services(Please refer to the attached screen shot, which features
CGI Communication's Web Review software with a link entitled "if
you like us rate us" along with our web greeter and marketing and
advertising tracking software identified by the 'welcome' icon, with the
woman just below the 'rate us' button.)
In conclusion,
it's evident that *** *** and *** *** *** continue to
utilize our services on their website a full three months after our
month contractual agreement was terminatedWe would respectfully submit
that filing a Revdex.com Complaint to recover an initial deposit while
continuing to use CGI's beneficial products and services purportedly for
free is not a fair and just solution for all parties
Contractual Agreement***

Good morning ***,Just wanted to confirm that the $refund finally showed up on my business credit card this morning. (Complaint #***)Thank you for all your help. I'm sure without the Revdex.com and my Bank's credit card services, I'd still be without the return of my funds.As a final note, I believe CGI Communications' rating should not be an A-. I think it should be more like a "B" since their customer service is awful. They don't return phone calls regarding an issue, they do not verbally disclose possible penalties, and their lengthy and confused refund policy is extremely unprofessional.Best Wishes to you and yours for a happy holiday ***!*** ***, *** *** ***

Thank
you for your comments, as we are always working to improve our level
of customer satisfactionCGI Communications is in fact endorsed by
your local chamber of commerce, and we have a signed letter to prove
itWe would ask that you follow back up with your chamber for
clarification on
thatWe are also happy to provide documentation in
the form of the signed letter
All
of the reviews in question were authentic reviews from your past and
current patientsWe have recorded phone conversations and email
transcripts for each oneWe are happy to produce those per your
requestThe reviews are generated with processes that are in place
to protect your patient's HIPPA rights
Regarding
the reviews no longer displaying on your *** business listing
*** owns and operates those pagesIn other words, neither you nor
CGI
own
any
rights to them or the material there
within
With that said, we had absolutely no involvement, malicious or
otherwise, in removing said reviewsSince you chose to exercise your
month out clause, we were
obviously
under no obligation to continue to provide the service you opted out
ofTo ask us to continue the service (for free) that you call
'sketchy'
seems a bit peculiar in
itselfIn
any event,
if you would like the review process to resume, we'd
be happy
to resume your contract at any time
In you
have any further questions or concerns, please feel
free to contact our Director of Account Managers, *** ***

Since customer service is our number one priority at, CGI Communications, we take Revdex.com complaints very seriously. In this case, we disagree with the clients' assertions.All services purchased by the client were provided as promised. Including, but not limited to: Website, *** Page,
*** page creation, SEO, and reputation management. The clients' website was completed and approved. It is currently live, with the client is utilizing it ***. The rights to the website were provided to the client in good faith for continued use, even though that was not part of the contract ($fee waived).None of the reviews generated by Next are ever fake. They are all documented, recorded, authentic reviews from past and current clients. We keep detailed records of phone, email and web surveys used to obtain the client's reviews. We are happy to provide those for additional transparency We also have detailed records of communications with the client, and delivery of the productRegarding the requested removal of said reviews. Next Ad Agency has no control over reviews posted by a 3rd party, and therefor can't remove them. *** owns the sole rights to the reviews on their network, and only allows the user in question to edit or remove their own content.We sincerely apologize that we were unable to meet the clients' expectations. At the end of the day, that is all that matters. If the client did not see return on investment, we have failed to meet our internal expectation. However, it was not a result of us not delivering what was promised

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.Regards, ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]The business states that I should have received a credit from my credit card company, HOWEVER, there remains a charge on my card of the full amount In order to resolve this dispute they need to issue a credit slip to my account in the amount of $4995.00As soon as CGI issues a credit to my account I will drop the Revdex.com complaint
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Regards,
*** ***

Please see the attached document including our response to the complaint, a copy of the original electronic agreement / contract and our production notes

Re Revdex.com: *** ** ***
RESPONSE:
Thank you for the opportunity to respond to this Revdex.com complaint
On August 5, 2015, Customer signed a contract with us to create, produce and stream a video from his website
According
to the contract, the content was to be
created within days (with
"cooperative participation and mutual collaboration" by the customer),
and streamed for months The customer was to receive shared rights
at no additional cost ($value) , an extra seconds of video
content for free ($value), and was to be the exclusive business
sponsor in his field on the *** *** community video project
By sponsoring the project, businesses allow the community to receive
free video about the community on its website
The
Package Price of $6,was reduced by $since the customer paid
in full upon signing the contract Customer, therefore received
$7,in value for paying $4,
The
contract is a special order "business to business contract" It
clearly states that if the customer cancels within days of executing
the contract 30% of the paid moneys are non-refundable (because of our
set up costs) After days, we have already proceeded with much work
by many different employees and therefore, the contract is fully non-refundable
There is
nothing in the contract stating that we would provide a script within
2-weeks of the initial production interview In any event, the
production meeting occurred on August 11, 2015, days after the
contract was signed and the initial script was sent to the customer
days after that, on August 17, The videographer was retained on September 3, and the video shoot was scheduled for October 9,
It wasn't
until September 14, 2015, about five weeks after the contract was
signed and after much work was accomplished, that we received a
profanity laced, irate phone call from the customer demanding all of his
money back because of misspelled words in the script
In sum,
we did not miss a deadline The contract does not mention a deadline,
but does state, "client has not relied on any oral statement, promise or
representation or inducement and confirms that all substantive terms
and conditions, including any exclusive arrangements, are contained
herein and agreed to." Even if the client was promised a script within
2-weeks, he received a script within that period and was under an
obligation to cooperate and collaborate with us to make any changes he
felt necessary
We stand
ready, willing and able to continue the work necessary to provide the
professional video and other products and services under the contract
and would respectfully request that the customer uphold his end of the
bargain in order to get this done
Thank you,
Bob N***