Signpost, Inc

This has been escalated to our leadership team, and Christina has also been placed on the do-not-call list.

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 and the matter has been resolved.
Sincerely,
[redacted]

Dear [redacted],Thank you for addressing your concerns regarding Signpost and your account with us. We are dedicated to providing quality customer service and value for all of our customers and we appreciate the feedback. I am very sorry about your experience with our Customer Care representative. It...

is our goal to provide the best possible customer experience to our customers. We take your feedback very seriously and are striving to improve our merchants’ outlook on Signpost. I have attached a copy of the 12 Month Contract that you signed on October **, 2014 for your records. Here, you can see where it explains Signpost’s Guarantee: “Signpost guarantees a minimum of 5 new customer contacts will be collected each month, not including the first month as we focus on updating and syncing your information.” While we understand some of these contacts may be past/existing customers, we do our best to identify the new customers based on your activity history from the past 365 days. Signpost relies on you as the business owner to inform us whether or not these customers are existing customers or new customers.The focus of this platform is to maintain your customer relationships and improve efficiency with regards to remarketing to your current client base and making them more valuable to your business. To date, Signpost has sent 433 emails on your behalf to your customer contact list since October 2014. In the last 30 days, you have had 137 Customer Actions in the last 30 days. I also noticed that you have not opted into our SMS Text Messaging feature. We can reach a bigger audience via SMS text messaging. Please email in to your account manager and we can activate that for you; or you can do it yourself on your Merchant Center Dashboard.  While we do offer a payment processor piece, it’s not for everyone. This is an added benefit of our services and Signpost does not charge anything extra for this. I do see where there was a delay with setting up your directory piece of the product, and for this, I can offer you a discount to accommodate for that delay. We would love to continue to work with you to resolve your issues and point out the benefits from the services that you’ve received to-date and continue to work with your business. Should you have any questions or concerns, please do not hesitate to contact us at ###-###-####.Best,   [redacted]

Signpost has reached out and resolved directly with the customer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 They did agree to break off...

the contract.  However, I still paid $400 for services I never received.  Attached is a copy of the contract that I did sign.  I highlighted the portion of the agreement that they failed to uphold: not once did they give me 5 new customer contacts,  not a single one.  No where does the contract state that I need to do something for them,  just pay them monthly and they will guarantee 5 new contacts.  They did NOT hit that guarantee, so I felt it is very fair to cut the contract,  AND refund me for services that were guaranteed,  but NEVER provided. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Signpost is working with the business owner directly to handle their concerns.

Signpost has resolved this issue directly with the customer.

Dear [redacted], Thank you for addressing your concerns regarding your account with Signpost. I’m sorry to hear that you were not looking to continue advertising with Signpost. Unfortunately, Signpost never received any notification from you that you did not want to continue. Per...

Signpost’s Terms of Service which you initialed on May **, 2014, we require a 48 business hour notice prior to your bill date should you want to cancel. Signpost emailed you on April **, 2015 informing you that your account was going to renew on May **, 2015. Signpost did not receive an email or phone call back from you. After that, Signpost called you on May **, 2015 to talk to you about your account and your renewal. Unfortunately, your voicemail box was not set up so that we could not leave a voice message with you. Instead, Signpost emailed you later that day (please reference email dated May **, 2015, 3:22pm CST).  Furthermore, after no response back, Signpost emailed you again on May **, 2015 at 4:34pm CST that we still haven’t been able to get a hold of you and that we made certain upgrades to your account. Finally, since the time of this complaint, Signpost has made 6 attempts at calling you with no response back. We would love to rectify your concerns, but unfortunately, we have not heard back from you. Please call me directly at ###-###-#### to ensure that your account is taken care of appropriately. Sincerely,         Camille W[redacted]

Signpost has resolved this matter directly with the consumer.

Signpost resolved this issue directly with the customer.

Dear [redacted], 
I'm sorry to hear that you are still having issues. I had such a great conversation with you on November *, 2014 around 10am Central Time. You and I were brainstorming on how our new product would work for your business and you were excited about it as were we at Signpost! We even offered you free months of service under this new platform. You agreed to pay a very reduced cancellation fee upfront (copy of emails included in this Revdex.com response). You asked for an email telling you what we need from you and that you are available in the mornings during certain times to get you set up with the new product. 
Unfortunately, the very next day on November *, 2014, you emailed Signpost stating that you just wanted to cut your losses and did not want to be yelled at. I was surprised at this email because just the previous day, you decided that you wanted to continue with Signpost. The only person that you had spoken to in our company was myself, and there certainly was no "yelling". I called you to try to resolve this issue with you and see why you changed your mind so soon. This was the last time that I called you (November *, 2014 in the morning) and I left you a voice message. I then followed up with an email later that morning offering to reduce the cancellation fee again and how I could apply that to service moving forward should you choose to change your mind in the future (in which we still hope you will). 
On Friday night (November 7, 2014), you emailed Signpost asking for an address on where you can send the money to and for Signpost not to bother you. I have responded to that email and have not called you per your request (email also attached hereto). 
Again, I understand that you would like to just be done with this issue, and if at this point, you do not want to continue with our new product, that is perfectly okay. As you can see from my emails that we have not pursued that issue further since your initial request on November 7, 2014. As always, if you would like to resolve this directly, you have my direct phone number. Please let me know how I can be of any assistance.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
The account...

manager has emailed us on June 8th promising to terminate the subscription with no fee attached.  However, we are still receiving notification from the business that they are trying to bill our credit card.  We do not know if the account is in the process of been closed, or if they still haven't done anything.  We will update when we receive such confirmation.
Thank you.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi [redacted],Thank you for addressing your concerns regarding Signpost and your account with us. We are dedicated to providing quality customer service and value for all of our customers and we appreciate the feedback. We can certainly cancel out your account per the Terms of the Contract that...

you signed on 09/**/2014. Unfortunately, we have not received your request to cancel until this notice.The particular Contract that you signed committed both parties to 12 months of service. In the case you need to cancel services, there is an Early Cancellation Fee which is half of the remaining contract value. In this case, your Early Cancellation Fee is actually significantly less than your disputed amount reported with the Revdex.com. Further, as mentioned above, to date, Signpost has not received any notice of intent that you want to cancel services or that you were not satisfied with services. Yet, we still have not charged you for December’s invoice. Feel free to call Signpost and I will be more than happy to provide you with the actual amount of the Early Cancellation Fee per the terms of the Contract. Regarding your account performance, you have gained 35 new customer email addresses to-date; this is not including the 4 phone numbers you also received from 11/** - 12/**/2014. Signpost’s Guarantee, as written in the signed Contract, states the following: “Signpost guarantees a minimum of 5 new customer contacts will be collected each month, not including the first month as we focus on updating and syncing your information.“ That being said, from 10/** - 12/**/2014, you have received 28 new email contacts and 4 new phone numbers which is an average of 16 new customer contacts a month. Further, you even received a text message from a potential client on 12/*/2014. You can always check the details of your account and the contact rate by either calling and speaking to Signpost, or logging into your Merchant Center Dashboard. Further research on your account shows that between 9/** and 10/** Signpost tried reaching out to you 8 times and left you 8 voice messages to speak to you about your account to ensure you are getting the most out of your service with Signpost. After 10/**, it was not until 11/** that Signpost was able to speak to you again, which is the last contact we have had with you until this complaint. On this date, Signpost encouraged you to take advantage of turning on email remarketing in your Merchant Center Dashboard to help increase your performance with Signpost. Unfortunately, you declined this which limits the function of the product that you’re already paying for. Regardless of Signpost meeting our Guarantee, again, you have not been charged for December services. Please feel free to give me a call to discuss this issue further and to facilitate canceling out your account per the terms of the Contract you signed on 09/**/2014. Best,   [redacted]

Signpost has resolved this issue directly with the merchant.

Revdex.com:
The business has contacted me and I've accepted their resolution. The resolution is still pending.
Sincerely,
[redacted]

Dear [redacted],Thank you for addressing your concerns regarding Signpost and your account with us. We are dedicated to providing quality customer service and value for all of our customers and we appreciate the feedback. I am sorry to hear that you felt that you were not sufficiently notified of...

your renewal date. We take this information serious and are looking into best practices internally to prevent any issues like this from happening again. Upon review of your account, I do see where you were notified via email on April*, 2014 regarding your renewal date of October**, 2014 and agree that this is a significant amount of time between the two dates. However, I see where Signpost emailed you again in late September 2014 to notify you again of your renewal date with the very same subject line. Our records indicate that this email was opened twice before your account was billed on October**, 2014. While it is stated in that email when your renewal date would be, we understand that this may not be sufficient enough for some of our merchants. Again, we are looking into best practices to prevent these issues from happening in the future. Signpost’s cancellation policy is simple: we just require a 48 business hour notice prior to your bill date should you need to cancel or upgrade your subscription. We received your first notice of intent to cancel on November*, 2014 at [redacted]. While this is after business hours, you were able to connect with an account manager the very next morning around [redacted] reiterating your intent to not renew for another year. We have already issued a refund on your account and terminated your subscription with Signpost. As mentioned in the phone call with our account management team, we would be more than happy to upgrade you to our new product with the loyalty discount as promised. Your performance on our platform is our top priority, and we want to offer you a solution that works well for your business. Please advise a best time for us to reach out to you, so that we can discuss this complimentary product in detail. We look forward to hearing from you soon.Best,  [redacted]

Revdex.com:
In reference to complaint ID [redacted], I received a phone call followed up by an email from a representative (Jared D[redacted]) from SignPost apologizing for what they put me trough and that he saw the Revdex.com complaint and Google review I left. He says he will refund me and...

make sure it won't happen to me a third time. I find that this resolution is satisfactory to me and the matter has been resolved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved becausHere].       Signpost has...

offered no refund for the time not used as I have requested. The only solution is to put my account on hold untill the time I have paid for has expired. The service is not what it was advertised to be. I was told there was a guarantee, but now it seems that is not the case.My only choice is to try and work with a product I have zero faith in or forfiet all my payment and not use the service. I paid for a year in advance and asked for a refund of the seven months remaining and was told that that wasn't possible. This isn't acceptable and is poor customer service if you ask me 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID#[redacted], and have determined that my complaint has NOT been resolved because:

The confusion among parties was on signposts behalf.  Over a 3 month period we received emails from [redacted] and [redacted].  I spoke with [redacted] about getting a hold of someone about a refund and she mentioned our contract.  I still was never put in touch with anyone but scheduled for an appointment for the new platform.  After expressing that we do not wish to continue on 11/* we received an email on 11/** from [redacted] stating that we will be automatically billed in June for another year.  The communication is not the larger issue at hand, the main problem is that we were promised valid leads.  Instead we were given 40+ fake leads and no conversions to purchase.  I strongly believe a refund is merited.
Sincerely,
[redacted]

Signpost is working directly with the client to reach a resolution.