Signpost, Inc

Signpost is currently working with the consumer directly to resolve this issue.

This issue was resolved directly with the consumer.

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]

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. Upon a review of your correspondences between Signpost, we are unable to offer you...

a refund at this time. We apologize for any inconvenience.
When you signed up with Signpost in May 2014, you agreed to a 12 Month Contract in which you would pay monthly installments. In the case that you wanted to cancel early, there would be an early cancellation fee. Further in the terms of our Contract and on our website, the details of our Guarantee are written out explaining the services that we provide. Signpost guarantees a minimum of “5 unique customer email addresses will save your offer each month, not including the first month as we focus on updating and syncing your information”. I have reviewed your account and there were 40 unique saves from 5/**/2014 until 9/**/2014, which comes out to 10 saves a month, which is twice the number that we promised per the Contract.
While we are a different business that provides different services from what you were expecting, we want to make sure that we can provide you the fullest extent of what Signpost has to offer. We have called you and offered to upgrade you to our new product free of charge, but as you stated on the phone, that was something that you were not interested in. Per the Terms of our Contract, Signpost still has not received the Early Cancellation Fee as agreed upon. Please call us today so that we can upgrade your account to our new product, free of charge as previously mentioned.
Best,   
       [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. 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 6 Month Contract that you signed on December **, 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.To address your concerns further, we have reviewed the phone call with your sales representative and found that it was stated “we [Signpost] guarantee at least 5 new customer contacts every month starting in that second month.” It was mentioned what our average rate is, and perhaps this is where the confusion originated from. Regardless, it was reiterated on that phone call and in the 6 Month Contract that our Guarantee is 5 new customer contacts each month starting in the 2nd month, which you stated you understood. After further review of the sales phone call, I have found that the sales representative continues to point out the importance of driving repeat business through the other features of our product which you agreed was very important to your business. That being said, I would encourage you to log into your Merchant Center Dashboard to review the customer contacts that have been added to-date. In this Dashboard, you can review the customers that have opted into receiving SMS text messages from your business as well. Unfortunately, I cannot waive your 6 Month Contract’s early cancellation fee. Signpost has already reduced your commitment from 12 months down to 6 months. 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]

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 response from Signposts is an extremely selective review of the situation. I will fully review my notes and respond comprehensively.   
Thanks
[redacted]  
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

This has been resolved directly with the consumer.

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. Upon review of your account with Signpost, I am unable to issue a refund to your...

account. Our records show that you agreed to a 12 Month Subscription with Signpost on April*, 2014, in which it is written in the Terms of Service, the details of our guarantee: we guarantee a minimum of 5 unique customer email addresses will save your offer each month starting 30 days after your initial charge. Starting in June (one month after your initial charge), to-date, your account has received 74 saves, which comes out to over 10 saves a month; this is double the Guarantee. Our Terms of Service are published on our website should you need any further clarification on this piece of our product. While most of our merchants have success with contacting these email addresses, I understand that perhaps you did not. This is why one of our managers reached out to your business and spoke to [redacted] on November**, 2014 to offer a free upgrade of our new product at no additional cost. [redacted] stated that she would like to take the upgrade; unfortunately, however, she did not want to actually go through the upgrade process. We would be more than happy to discuss the details of this upgrade with you and [redacted] any time so that we can facilitate this process. We are available Monday through Friday from 8:30am until 5:30pm Central Standard Time. 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:
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:

She has reached out once by email and once by phone to ask me to pay the two $49 payments.  This is not an offer of a solution at all.  The mistakes have cost me business and have hurt my business image with clients having incorrect and non-working contact information.  I did not contract to have my company information misrepresented.  To date no one from Signpost has offered me a resolution I have just been repreatedly contacted to make two $49 payments. Also, the guaranteed number of voucher saves per month was not met.  I am requesting this company end the contract, cancel the two $49 payments and stop contacting me.Thank you,[redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Signpost has reached out a resolved the issue directly with the client.

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 about your experience with Signpost. 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. 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. I can see where you initially signed up with Signpost on February *, 2015, thus your guarantee started on March *, 2015. Since March *, 2015, our records indicate that you have received a total of 15 contacts. You can filter these in your Merchant Center Dashboard online. Because you had concerns that there were some solicitors in this count that Signpost could not recognize, we worked with you in a good faith effort and still honored your request for a free month of service. Per our Terms of Service, we can issue you a credit at the end of your renewal term. However, Signpost offered to issue this credit in the month of April instead of May. Unfortunately, you declined this credit and stated that you wanted to pay for April instead.[redacted], we work with a lot of small businesses and understand the workload that each businesswoman and businessman have to take on just to make their business succeed. It is our job to be a partner with you to help market your business. We want to be able to see your business grow. This product gets better over time as we collect more contacts to upload into your Dashboard. The offer for free time is still on the table. Please allow us that time so that we can help your business succeed. Call me directly to set up some time to get your account growing again. You can reach me directly at ###-###-####. Best,   [redacted]

Better Business...

Bureau:
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 supposed resolving of this complaint never took place. They claim that they lowered my monthly payment by one half but just extended the contract to make up the difference.  I asked them to cancel the contract
because what they were doing was emailing anybody and everybody trying to get reviews for me.  I do not communicate very often with my customers  by email so all the people they are contacting are not customers but suppliers .  My husband has gotten several emails from them and my suppliers don't know why they are being contacted.  They are very confused as to why they are getting emails asking for referrals. Sign Post has billed my Discover account again for my  payment, so I am now asking for a credit for 9/**/2016, 10/**/2016 payments and cancellation of 11/**/2016 and 12/**/2016 charges. Total amount to be credited to my Discover account ($298.00) and total amount cancelled and not yet billed ($298.00). In the last few months, they have done NO WORK.               [redacted], PresidentThe Design Emporium, Inc.    
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We informed the customer that since he filed a chargeback for $199 and told Signpost to keep $199, that we will refund $199 as he already has funds credited to his account from his chargeback for transaction dated 12/**/2014. I have also attached his 3 month contract here.The customer filed a chargeback with their bank on January *, 2015 at which time, Signpost's account was debited $199. On January *, 2015, I left a voice message with the customer and followed up via email stating that we refunded $199 (Reference ID: [redacted]) for one transaction. Meanwhile, since he (the customer) filed a chargeback with their bank, he should already have those funds returned to him as they were no longer available to Signpost to refund. On January **, 2015, Signpost responded to the chargeback that we accept the chargeback. On January **, 2015, customer's bank responded that the cardholder will retain the funds already given by his bank. See attached documentation: "Thank you for your response, advising of your acceptance of this chargeback. The cardholder will retain the credit given by their bank. No further action/response required."Per customer's request, we have retained one month's payment of $199.

Signpost has settled this matter directly with the customer.

Hi [redacted], I have reviewed the contacts that saved your offer since Day 1 and see where you have had 48 email addresses who have saved your offer (please see attached documentation). Our Guarantee focuses on email addresses and starts 30 days after your initial signup date. Since that date, you have averaged 6 saves a month. Our Contract terms outline the specifics of our Guarantee: "Signpost guarantees a minimum of 5 unique customer email addresses will save your offer each month, not including the first month as we focus on updating and syncing your information. If this number is not reached, your account will automatically be credited a free additional month of service. You will receive email notification if this event takes place." That being said, out of the 48 email addresses that have saved your offer, I do see where Signpost did not meet the Guarantee for January. Because of this, we have added on one month of credit to your next invoice. We apologize for any inconvenience. Additionally, as previously mentioned to you, we would like to extend to you a free upgrade to our new platform where we feel this platform may be a better fit for your business. Please give Signpost a call to take advantage of this free upgrade. We can be reached at ###-###-#### Monday through Friday 8:30AM through 5:30 CST.  Best,     [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:

[Your Answer Here]
Signpost did not allow...

us to cancel the contract. We scheduled an off boarding meeting and then received calls from Amie. She would not go through with the off boarding and instead gave us the same information we continuously hear about them creating "new contacts" by reaching out to our existing customers. We have repeatedly told them to not contact our customers from our phone and e-mail. As we are a small business that sees our customers face-to-face daily, I feel it inappropriate to constantly be e-mailing them for feedback. We asked again for our customers not to be bothered. As a marketing company, we were guaranteed 5 new contacts a month, not bombardment of our current customers. We have sat through a few more phone calls which still center primarily around contacting existing clients. At the end of the last phone call I asked that, prior to our next call, a plan be developed that does not include my existing clients. I am still unsatisfied with the service as their service was pitched as an opportunity to expand my client base and online presence. We scheduled an off boarding meeting and were not taken through the steps to leave the program and am now having to sit through the calls to attempt to make this useful after the $1,200 that has now been invested in their service. We are now 2/3 of the way through the service contract and have gotten exactly one (1) contact, not the purported twenty (20) we should have according to their five(5) per month sales pitch they assured us. At the end of the day, regardless of the actions taken through Revdex.com, we will never recommend Signpost to any company. They are an erroneous example of a marketing company that leaves their consumer unsatisfied, which is  vividly apparent from the large number complaints circling around the same issues.
 
 
 
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 find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

This consumer has been removed and place 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]