Mr*** is correct in his timeline and he canceled within his day right of rescissionThe refund was processed by the Finance department on 6/30/The standard time it takes a bank to process the refund is 3-business days once it's been submittedWe apologize for the delay in processing
the refund and wish Mr*** all the best
Complaint ID: ***ZResponse:Ms*** signed up and agreed to terms and conditions on 4/13/Her website was built and published on 4/17/The MLS that Ms*** is a member of does require paperwork to be completed by the designated broker of the office in order to approve an
IDX home search on the websiteThis is something the MLS board requires of any IDX home search with any real estate website vendorZResolution:Ms*** has already been canceled and the website removed from the internet since 6/21/ and she has not paid for any monthly hosting outside the initial setup fee paid on 4/13/At this point, there is no additional refunds owed
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Their records for my payments are also incorrect They did take $out of my bank account in June So my final bill will be $$ Also, they need to listen to the recording of my last conversation with the rep I told him I DID want to cancel since I was out of the contract time period He said I could NOT cancel until I paid my back payments So they kept me hostage of cancelling mysubscription until I was able to make a payment They did take a payment in June and still charge me.]
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[I will not do business with this company again. The Sales person should have told me upfront that the company wasn't equip to handle the transfer before I signed up.As Zacknowledge, they granted the cancellation because they could not accurately transfer my website, my site was down for two weeks I did not volunteer to reinstate the relationship or the agreement.It was reinstated without my permission, there was not a new contract signed off on, they say it was verbal, I disagree, which does not constitute a new contract. Zdefaulted the contract, not me
Mr*** signed up for and agreed to the terms and conditions of a PropertyPulse Executive package with a one year contract on 4/10/The signed terms are attachedAfter the sale, Mr*** was transferred to the Customer Service department to confirm the order and setup his account
During that call, his information was confirmedThe PropertyPulse back office was generated on 4/10/during the call with Customer Service so he had access to the product immediatelyHis website and *** Business page were created and published to the Internet on 4/11/During that phone call Mr*** was given the support phone number and instructed that we are an inbound service centerWe recommend our clients call in about 1x per month for assistance with their productTimeline of communication: 4/11/- Mr*** was emailed alerting him that his website and *** page was published and was provided links to view his website onlineIn that email it stated that if he wanted to personalize his website (i.ecolors, pictures and content) to call into customer service for assistanceContact information was provided4/11/- Mr*** was sent an email from support letting him know that he has not yet connected his ***, *** and ***.com accounts to automatically bring in leads to his PropertyPulse accountHe was instructed to call into support to get it setup4/12/- Mr*** was emailed letting him know that we have activated IDX on his website 4/20/- Mr*** emailed into support asking why no posts had been made to his *** page on his behalfThis was an error on Z57's part because that email was not responded to by the assigned support repThe initial sales rep had made a request that automatic *** posts be turned off initially and the client didn't want to re-enable until 4/In these cases, it would be up to the client to turn the posting back on or call into customer service to have it turned onHowever, the expectation set by the sales rep was that this would be done automatically by customer serviceOverall, this wasn't properly communicated to the and client not processed on Z57's end4/24/- Mr*** emailed in again asking why his *** posting wasn't occurring4/24/- Mr*** received a response to his email hours later letting him know that his automatic posting was enabled4/25/- Mr*** received a call from his Traffic Specialist regarding upgrading his accountIn addition to the organic product offered at initial acquisition, Zalso has an SEM program available that provides guaranteed traffic each month to the websiteMany clients opt to add on the package because they can do less marketing themselves and can pay for the traffic through Google/Bing PPC campaignsHowever, many clients would prefer to not pay additional money and want to generate the traffic organicallyThe Customer Service department is trained to provide marketing advice to clients who choose to work the program themselvesClients can call in as much as they want to receive assistance5/8/- Mr*** called into customer service to cancel his account ZResolution: Mr*** was in no way blackmailed nor scammedHe has unlimited support available through inbound customer service and the product he purchased was delivered within hours of signing upZhas communicated by email and phone with the clientAt this point, we do not see where the initial product purchased wasn't deliveredThe main issue we can see is that Mr*** wanted his automatic *** posting to start on 4/16/but this wasn't done until 4/24/This process for turning that on wasn't properly communicated so Ztakes responsibility for thatEven though there were many other features working during this time would like to credit Mr***'s account for the days he went without automatic postingRounding up this would equal a $credit to his accountAt this point, Mr*** is not eligible for a refund of his setup fee and he is currently in a year contractIn order to cancel his account, Mr*** would need to pay a $contract buyout fee to change his account to a month-to-month option to cancel with only a 30-day noticeIf he continues to cancel without paying the $contract buyout fee, he is responsible for the remaining months of his contract due immediately
ZResponse: Ms*** signed up with a Facebook only package on a one year contract on 4/15/Ms*** reported an issue with broken links in her email blasts on 8/26/and a resolution was put in place on 9/2/The issue was reported as happening again on 11/8/and the support rep submitted
a trouble ticket to the development teamThe package that Ms*** purchased has several more features than just the email portionZResolution: Because we are still experiencing the error on Ms***'s account we are willing to let her out of contract moving forward and waive the day notice to cancelWe are also willing to refund the most recent payment on the account that was charged on 1/13/In order to finalize the cancellation, please contact Client Development at 800-899-and reference case #***. The refund of the January payment has been processed and that should be back on the card on file within 7-business daysMs*** is ineligible for a refund of the setup fee as we did create her an account and provide additional services
Zprocessed this refund originally on 1/27/and everything showed as completedHowever, after receiving this last notice from the client I asked our Finance Manager to do a full audit and verify with our credit card processing system that there was nothing wrongThey ***ed that while everything appeared as processed the refund was not applied to an actual credit card numberWe truly apologize for this delayMs*** was 100% correctWe are so sorry for the hassle and frustration she must have felt trying to get this resolvedWe corrected this mistake on 5/and applied the refund to the correct card and verified fully that it was done correctly this timeMs*** may have already received her credit by the time she gets this updateI've also attached the refund transaction confirmation from our *** account
We apologize for the delay in receiving your refundThe full refund was processed by the billing department on 8/15/It usually takes 3-business days for banking institutions to show refund back on an accountPlease feel free and follow up with your bank/credit card to determine the status of
when the refund will post to your accountAgain, we apologize for the challenges you've faced and will you all the best of luck in your online marketing
Z57 as a business has a right to set a cancellation policy and Mr. [redacted] agreed to that policy when he signed up on 4/17/17. Z57 was notified of his cancellation request, but Mr. [redacted] was notified of the correct policy less than 24 hours after the send of the email. When anyone emails [email protected] a case is generated in our system and a case number is automatically assigned. This is true even for spam emails. The case number doesn't indicate that his cancellation was processed as we stated in the email response. Z57 has canceled Mr. [redacted] as of 5/11/17 which was his official cancellation date. He is still liable for the past due amount and the 30 day notice.
Ms. [redacted] signed up for and agreed to the terms and conditions for a PropertyPulse package on 4/1/16. In those terms it states that at times Z57 may contract with third party providers to provide service. Section #19 reads: "Z57 may, from time to time, offer products and services provided by a...
third party service provider..." Ms. [redacted] signed up for and agreed to the terms for a one-year contract for the SEM program on 5/6/16. The SEM program guaranteed Ms. [redacted] a minimum of 309 visitors each traffic cycle. The SEM program does not come with a guaranteed lead conversion. Our clients average between 5-15% lead conversion but this will vary from client to client. Also, clients are billed for their previous traffic cycle on the first day of the new cycle. For example, Ms. [redacted]'s traffic cycle starts on the 1st of each month so she was billed on the 1st of each month for SEM. Z57 Resolution:Z57 processed a waive of $299 on 2/28/17 for a missed traffic guarantee. Based on a conversation Ms. [redacted] had with a customer service rep, the $299.99 was applied to an overdue balance on the account instead of refunded. Currently Ms. [redacted] is out of her contract and her account is canceled.
Ms. [redacted] signed up with Z57 on 2/24/16. She agreed to Z57's terms and conditions on 3/2/16 and the signed copy was emailed to her on that day as well. Both the signed contract and the audit history of the term acceptance are attached. Ms. [redacted] and the sales reps did have an appointment scheduled...
for 2/26/16 at 11am PST. The goal of that appointment was for the sales rep to transfer the client to our Client Development (CD) Department to generate her account. The sales rep did not make this appointment and did not call at the scheduled time. This was our error and we apologize for the inconvenience. A Client Development Rep reached out to Ms. [redacted] on 3/3/16 to get her account setup. During this phone call Ms. [redacted] expressed her unhappiness that the sales rep didn't call at the scheduled time and that she was supposed to talk to them prior to getting her site built. She was provided the support phone number and it was agreed upon we would try her again the following week. The CD rep reached out by either phone or email on the following days:3/9/16 - emailed the client requesting that she call the inbound call center to complete the production of her account3/14/16 - emailed and left a voicemail3/18/16 - emailed3/23/16 - called client and spoke to her. She said she is still upset about the sales rep missing the appointment and would like to cancel. A cancellation request was placed on this day. The request was sent to the Client Loyalty department to resolve. It is a policy that all cancellation requests go through our Client Loyalty department but we always take the original date the request was made for determining when the 30 day notice should start. We are able to track any and all calls that come to our 800 #. We ran the log for Ms. [redacted] phone number and found that after the missed appointment by the sales rep she called the following dates:3/14/16 - held for 18 seconds and did not speak to anyone3/30/16 - held for 3:46 min and did not speak to anyone3/30/16 - held for 1:30 and did not speak to anyone. Even though our average hold time for clients is 2 minutes on average there may be times of the days the wait is longer. This I the nature of a call center so holding for 18 seconds is not something we can always answer within that time frame. Timeline for cancellation:Client placed her 30 day notice to cancel on 3/23/16. Z57 requires all clients submit a 30 day notice to cancel. Client's last bill was 3/24/16Client's account is currently canceled and she will not receive any additional charges from Z57. Z57 Resolution:Ms. [redacted] is not eligible for a refund based on the review of her account. Even though her sales rep dropped the call by not calling at the scheduled time, the department that actually builds the accounts made several attempts to reach the client. Every phone call was also followed up with an email that lets the client know about unlimited support and how to reach the CD department. We would be more than happy to create Ms. [redacted] account and provide her with two months credit toward her monthly hosting. We would love the opportunity to show Ms. [redacted] that we can provide her a great product and that CD can give her amazing service.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Mr. [redacted] signed up for the PropertyPulse Broker Premium product on 4/9/2015. He e-signed Z57's terms and conditions on 4/9/2105 where he agreed to the one year contract and that he would be liable for the full year of services even if he canceled. In the complaint, Mr. [redacted] said that he was...
promised [redacted] business pages for his agents and that the page had an MLS feature where the user could search the MLS without leaving the page. That is a true statement and the company business page as well as the agents business pages have the MLS feature embedded into their pages for users to search directly inside of [redacted]. This can be viewed directly on their business page click on "More" then selecting Home Search. Z57 Resolution: Z57 would like to ensure a solid relationship with Mr. [redacted] especially since we can provide them with the service they are looking for. We have two options available:1) We can provide Mr. [redacted] with a waive of 2 months of his overdue balance if he agrees to stay on board with Z57.or2) Mr. [redacted] can buy out of his one year contract so his account would go to a month-to-month agreement. He signed up on 4/9/15 with a $199 setup. He was also given the choice at that time to sign up for a Month to Month agreement for $399 but took the 1 year contract option. We would be more than happy to let him get out of the one year contract by paying the different ($200) between the month-to-month agreement and the one contract agreement. This will allow him place a cancellation request at any time without being liable for the remainder of the year. We would also be willing to waive the 30 day notice typically required to cancel.We look forward to Mr. [redacted]'s response.
Z57 Response:We do show that Ms. [redacted] called in on 1/15/2016 and requested that her domain name be released. We do not take these requests as a cancellation request because it is very common for current clients to transfer their domain names to domain registrars where they get more control or...
may be cheaper in price such as GoDaddy or Register.com. Majority of the time these requests are from clients who aren't wanting to cancel so we cannot automatically assume that is the client's intention unless they state they want the account to cancel. In order to cancel the service she would need to make a verbal cancellation request by calling customer service at 80-0-899-8148. Z57 Resolution:We do understand that domain requests can be confusing and that Ms. [redacted] was under the impression that this canceled her account even though it did not. We will waive the overdue balance associated with Ms. [redacted]'s account and shut her account down.
Ms. [redacted] signed up on 7/15/16 and requested to cancel on 7/18/16. The sales manager did attempt to retain Ms. [redacted], however, since she did not agree to stay on board her account was canceled as of 7/18 and the refund of $394.74 was processed the same day. It typically takes about 3-5 business...
for a refund to show on a credit card and worst case scenario is 7-10 business days. If Ms. [redacted] would like to know the status of her refund she can call her bank to find out when the charge will be processed on their end. Z57 does not retain [redacted] login information so if she needs help deleting or unpublishing her page, she will need to call customer service for assistance or she can use the following tutorial provided by [redacted]: [redacted] Thank you and we wish Ms. [redacted] all the best of luck with her social media marketing.
Mr. [redacted] signed up for a 1 year contract on 6/10/2016. The signed contract is attached. Mr. [redacted] has requested to cancel several times via email, however, for the safety and security of accounts Z57 does not accept email cancellation requests as outlined in section #24 in the terms and...
conditions. Clients must make a verbal cancellation request to the Client Development department. If Mr. [redacted] cancels prior to the end of his contract term then he is responsible for the remaining of billing months of his contract term paid in one lump sum. Mr. [redacted] made a verbal cancellation request on 4/10/17 that is currently logged and pending in the system. A client loyalty specialist who will finalize the cancellation has reached out to Mr. [redacted] on 4/11, 4/20 and 4/21 to resolve but each time had to leave a voicemail. Z57 Resolution:If Mr. [redacted] is unresponsive to the current pending cancellation request, his account will automatically cancel and he will be charged his final payment on 5/10/2017. After his charge in May that would constitute 12 successful payments and the end of his 1 year contract. Mr. [redacted] is currently ineligible for a refund.
Ms. [redacted] signed up for the PropertyPulse Elite package with a one year contract on 9/23/16. The signed contract is attached as well as the audit report that shows the email and IP address that viewed and signed the electronic terms and conditions. The PropertyPulse Elite package comes with a...
website as automated posting to [redacted]. Z57 will build a business page if the client doesn't already have one. Z57 also has a email campaign that is designed to generate more likes to the business page from every lead in the system. Ms. [redacted] imported her [redacted] contacts on 10/6/16 and an email campaign to all those contacts went out on 10/21 requesting them to "Like" her [redacted] business page. Most clients that sign up do not have a large number of "Likes" when they start the program, but tools are in place to increase those numbers. Since signing up, Ms. [redacted] has either called or email customer service more than 20 times requesting assistance with her program ranging in what to post, suggestions for website edits, billing questions. Ms. [redacted] even emailed in articles she asked us to post to her [redacted] business page. Z57 Resolution:Ms. [redacted] signed up for the PropertyPulse Elite package with a one year contract on 9/23/16. The signed contract is attached as well as the audit report that shows the email and IP address that viewed and signed the electronic terms and conditions. The PropertyPulse Elite package comes with a website as automated posting to [redacted]. Z57 will build a business page if the client doesn't already have one. Z57 also has a email campaign that is designed to generate more likes to the business page from every lead in the system. Ms. [redacted] imported her [redacted] contacts on 10/6/16 and an email campaign to all those contacts went out on 10/21 requesting them to "Like" her [redacted] business page. Most clients that sign up do not have a large number of "Likes" when they start the program, but tools are in place to increase those numbers. Currently, Ms. [redacted] is now up to 66 "Likes". Since signing up, Ms. [redacted] has either called or email customer service more than 20 times requesting assistance with her program ranging in what to post, suggestions for website edits, billing questions. Ms. [redacted] even emailed in articles she asked us to post to her [redacted] business page. Z57 Resolution:Since Ms. [redacted] is unhappy with the product, we would like to offer her the option of a contract buyout. The fee would change the contract from 1 year to a month-to-month agreement. Ms. [redacted] would then be able to cancel at anytime with a 30 day notice. In order to finalize the process, please call customer service at ###-###-#### and reference case #[redacted]. Since Ms. [redacted] is unhappy with the product, we would like to offer her the option of a contract buyout. The fee would change the contract from 1 year to a month-to-month agreement. Ms. [redacted] would then be able to cancel at anytime with a 30 day notice. In order to finalize the process, please call customer service at ###-###-#### and reference case #
Zhas spoken with Mr*** directly and processed his cancellation and a full refundThank you
I will accept the total bill to be dismissed and whatever relationship we may have, be dissolved. Thanks ***
Mr*** is correct in his timeline and he canceled within his day right of rescissionThe refund was processed by the Finance department on 6/30/The standard time it takes a bank to process the refund is 3-business days once it's been submittedWe apologize for the delay in processing
the refund and wish Mr*** all the best
Complaint ID: ***ZResponse:Ms*** signed up and agreed to terms and conditions on 4/13/Her website was built and published on 4/17/The MLS that Ms*** is a member of does require paperwork to be completed by the designated broker of the office in order to approve an
IDX home search on the websiteThis is something the MLS board requires of any IDX home search with any real estate website vendorZResolution:Ms*** has already been canceled and the website removed from the internet since 6/21/ and she has not paid for any monthly hosting outside the initial setup fee paid on 4/13/At this point, there is no additional refunds owed
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Their records for my payments are also incorrect They did take $out of my bank account in June So my final bill will be $$ Also, they need to listen to the recording of my last conversation with the rep I told him I DID want to cancel since I was out of the contract time period He said I could NOT cancel until I paid my back payments So they kept me hostage of cancelling mysubscription until I was able to make a payment They did take a payment in June and still charge me.]
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[I will not do business with this company again. The Sales person should have told me upfront that the company wasn't equip to handle the transfer before I signed up.As Zacknowledge, they granted the cancellation because they could not accurately transfer my website, my site was down for two weeks I did not volunteer to reinstate the relationship or the agreement.It was reinstated without my permission, there was not a new contract signed off on, they say it was verbal, I disagree, which does not constitute a new contract. Zdefaulted the contract, not me
Mr*** signed up for and agreed to the terms and conditions of a PropertyPulse Executive package with a one year contract on 4/10/The signed terms are attachedAfter the sale, Mr*** was transferred to the Customer Service department to confirm the order and setup his account
During that call, his information was confirmedThe PropertyPulse back office was generated on 4/10/during the call with Customer Service so he had access to the product immediatelyHis website and *** Business page were created and published to the Internet on 4/11/During that phone call Mr*** was given the support phone number and instructed that we are an inbound service centerWe recommend our clients call in about 1x per month for assistance with their productTimeline of communication: 4/11/- Mr*** was emailed alerting him that his website and *** page was published and was provided links to view his website onlineIn that email it stated that if he wanted to personalize his website (i.ecolors, pictures and content) to call into customer service for assistanceContact information was provided4/11/- Mr*** was sent an email from support letting him know that he has not yet connected his ***, *** and ***.com accounts to automatically bring in leads to his PropertyPulse accountHe was instructed to call into support to get it setup4/12/- Mr*** was emailed letting him know that we have activated IDX on his website 4/20/- Mr*** emailed into support asking why no posts had been made to his *** page on his behalfThis was an error on Z57's part because that email was not responded to by the assigned support repThe initial sales rep had made a request that automatic *** posts be turned off initially and the client didn't want to re-enable until 4/In these cases, it would be up to the client to turn the posting back on or call into customer service to have it turned onHowever, the expectation set by the sales rep was that this would be done automatically by customer serviceOverall, this wasn't properly communicated to the and client not processed on Z57's end4/24/- Mr*** emailed in again asking why his *** posting wasn't occurring4/24/- Mr*** received a response to his email hours later letting him know that his automatic posting was enabled4/25/- Mr*** received a call from his Traffic Specialist regarding upgrading his accountIn addition to the organic product offered at initial acquisition, Zalso has an SEM program available that provides guaranteed traffic each month to the websiteMany clients opt to add on the package because they can do less marketing themselves and can pay for the traffic through Google/Bing PPC campaignsHowever, many clients would prefer to not pay additional money and want to generate the traffic organicallyThe Customer Service department is trained to provide marketing advice to clients who choose to work the program themselvesClients can call in as much as they want to receive assistance5/8/- Mr*** called into customer service to cancel his account ZResolution: Mr*** was in no way blackmailed nor scammedHe has unlimited support available through inbound customer service and the product he purchased was delivered within hours of signing upZhas communicated by email and phone with the clientAt this point, we do not see where the initial product purchased wasn't deliveredThe main issue we can see is that Mr*** wanted his automatic *** posting to start on 4/16/but this wasn't done until 4/24/This process for turning that on wasn't properly communicated so Ztakes responsibility for thatEven though there were many other features working during this time would like to credit Mr***'s account for the days he went without automatic postingRounding up this would equal a $credit to his accountAt this point, Mr*** is not eligible for a refund of his setup fee and he is currently in a year contractIn order to cancel his account, Mr*** would need to pay a $contract buyout fee to change his account to a month-to-month option to cancel with only a 30-day noticeIf he continues to cancel without paying the $contract buyout fee, he is responsible for the remaining months of his contract due immediately
ZResponse: Ms*** signed up with a Facebook only package on a one year contract on 4/15/Ms*** reported an issue with broken links in her email blasts on 8/26/and a resolution was put in place on 9/2/The issue was reported as happening again on 11/8/and the support rep submitted
a trouble ticket to the development teamThe package that Ms*** purchased has several more features than just the email portionZResolution: Because we are still experiencing the error on Ms***'s account we are willing to let her out of contract moving forward and waive the day notice to cancelWe are also willing to refund the most recent payment on the account that was charged on 1/13/In order to finalize the cancellation, please contact Client Development at 800-899-and reference case #***. The refund of the January payment has been processed and that should be back on the card on file within 7-business daysMs*** is ineligible for a refund of the setup fee as we did create her an account and provide additional services
Zprocessed this refund originally on 1/27/and everything showed as completedHowever, after receiving this last notice from the client I asked our Finance Manager to do a full audit and verify with our credit card processing system that there was nothing wrongThey ***ed that while everything appeared as processed the refund was not applied to an actual credit card numberWe truly apologize for this delayMs*** was 100% correctWe are so sorry for the hassle and frustration she must have felt trying to get this resolvedWe corrected this mistake on 5/and applied the refund to the correct card and verified fully that it was done correctly this timeMs*** may have already received her credit by the time she gets this updateI've also attached the refund transaction confirmation from our *** account
We apologize for the delay in receiving your refundThe full refund was processed by the billing department on 8/15/It usually takes 3-business days for banking institutions to show refund back on an accountPlease feel free and follow up with your bank/credit card to determine the status of
when the refund will post to your accountAgain, we apologize for the challenges you've faced and will you all the best of luck in your online marketing
This complaint has been addressed directly with the client by her new sales repThe overdue balance has been removed from her account
Z57 as a business has a right to set a cancellation policy and Mr. [redacted] agreed to that policy when he signed up on 4/17/17. Z57 was notified of his cancellation request, but Mr. [redacted] was notified of the correct policy less than 24 hours after the send of the email. When anyone emails [email protected] a case is generated in our system and a case number is automatically assigned. This is true even for spam emails. The case number doesn't indicate that his cancellation was processed as we stated in the email response. Z57 has canceled Mr. [redacted] as of 5/11/17 which was his official cancellation date. He is still liable for the past due amount and the 30 day notice.
Ms. [redacted] signed up for and agreed to the terms and conditions for a PropertyPulse package on 4/1/16. In those terms it states that at times Z57 may contract with third party providers to provide service. Section #19 reads: "Z57 may, from time to time, offer products and services provided by a...
third party service provider..." Ms. [redacted] signed up for and agreed to the terms for a one-year contract for the SEM program on 5/6/16. The SEM program guaranteed Ms. [redacted] a minimum of 309 visitors each traffic cycle. The SEM program does not come with a guaranteed lead conversion. Our clients average between 5-15% lead conversion but this will vary from client to client. Also, clients are billed for their previous traffic cycle on the first day of the new cycle. For example, Ms. [redacted]'s traffic cycle starts on the 1st of each month so she was billed on the 1st of each month for SEM. Z57 Resolution:Z57 processed a waive of $299 on 2/28/17 for a missed traffic guarantee. Based on a conversation Ms. [redacted] had with a customer service rep, the $299.99 was applied to an overdue balance on the account instead of refunded. Currently Ms. [redacted] is out of her contract and her account is canceled.
Ms. [redacted] signed up with Z57 on 2/24/16. She agreed to Z57's terms and conditions on 3/2/16 and the signed copy was emailed to her on that day as well. Both the signed contract and the audit history of the term acceptance are attached. Ms. [redacted] and the sales reps did have an appointment scheduled...
for 2/26/16 at 11am PST. The goal of that appointment was for the sales rep to transfer the client to our Client Development (CD) Department to generate her account. The sales rep did not make this appointment and did not call at the scheduled time. This was our error and we apologize for the inconvenience. A Client Development Rep reached out to Ms. [redacted] on 3/3/16 to get her account setup. During this phone call Ms. [redacted] expressed her unhappiness that the sales rep didn't call at the scheduled time and that she was supposed to talk to them prior to getting her site built. She was provided the support phone number and it was agreed upon we would try her again the following week. The CD rep reached out by either phone or email on the following days:3/9/16 - emailed the client requesting that she call the inbound call center to complete the production of her account3/14/16 - emailed and left a voicemail3/18/16 - emailed3/23/16 - called client and spoke to her. She said she is still upset about the sales rep missing the appointment and would like to cancel. A cancellation request was placed on this day. The request was sent to the Client Loyalty department to resolve. It is a policy that all cancellation requests go through our Client Loyalty department but we always take the original date the request was made for determining when the 30 day notice should start. We are able to track any and all calls that come to our 800 #. We ran the log for Ms. [redacted] phone number and found that after the missed appointment by the sales rep she called the following dates:3/14/16 - held for 18 seconds and did not speak to anyone3/30/16 - held for 3:46 min and did not speak to anyone3/30/16 - held for 1:30 and did not speak to anyone. Even though our average hold time for clients is 2 minutes on average there may be times of the days the wait is longer. This I the nature of a call center so holding for 18 seconds is not something we can always answer within that time frame. Timeline for cancellation:Client placed her 30 day notice to cancel on 3/23/16. Z57 requires all clients submit a 30 day notice to cancel. Client's last bill was 3/24/16Client's account is currently canceled and she will not receive any additional charges from Z57. Z57 Resolution:Ms. [redacted] is not eligible for a refund based on the review of her account. Even though her sales rep dropped the call by not calling at the scheduled time, the department that actually builds the accounts made several attempts to reach the client. Every phone call was also followed up with an email that lets the client know about unlimited support and how to reach the CD department. We would be more than happy to create Ms. [redacted] account and provide her with two months credit toward her monthly hosting. We would love the opportunity to show Ms. [redacted] that we can provide her a great product and that CD can give her amazing service.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Mr. [redacted] signed up for the PropertyPulse Broker Premium product on 4/9/2015. He e-signed Z57's terms and conditions on 4/9/2105 where he agreed to the one year contract and that he would be liable for the full year of services even if he canceled. In the complaint, Mr. [redacted] said that he was...
promised [redacted] business pages for his agents and that the page had an MLS feature where the user could search the MLS without leaving the page. That is a true statement and the company business page as well as the agents business pages have the MLS feature embedded into their pages for users to search directly inside of [redacted]. This can be viewed directly on their business page click on "More" then selecting Home Search. Z57 Resolution: Z57 would like to ensure a solid relationship with Mr. [redacted] especially since we can provide them with the service they are looking for. We have two options available:1) We can provide Mr. [redacted] with a waive of 2 months of his overdue balance if he agrees to stay on board with Z57.or2) Mr. [redacted] can buy out of his one year contract so his account would go to a month-to-month agreement. He signed up on 4/9/15 with a $199 setup. He was also given the choice at that time to sign up for a Month to Month agreement for $399 but took the 1 year contract option. We would be more than happy to let him get out of the one year contract by paying the different ($200) between the month-to-month agreement and the one contract agreement. This will allow him place a cancellation request at any time without being liable for the remainder of the year. We would also be willing to waive the 30 day notice typically required to cancel.We look forward to Mr. [redacted]'s response.
Z57 Response:We do show that Ms. [redacted] called in on 1/15/2016 and requested that her domain name be released. We do not take these requests as a cancellation request because it is very common for current clients to transfer their domain names to domain registrars where they get more control or...
may be cheaper in price such as GoDaddy or Register.com. Majority of the time these requests are from clients who aren't wanting to cancel so we cannot automatically assume that is the client's intention unless they state they want the account to cancel. In order to cancel the service she would need to make a verbal cancellation request by calling customer service at 80-0-899-8148. Z57 Resolution:We do understand that domain requests can be confusing and that Ms. [redacted] was under the impression that this canceled her account even though it did not. We will waive the overdue balance associated with Ms. [redacted]'s account and shut her account down.
Ms. [redacted] signed up on 7/15/16 and requested to cancel on 7/18/16. The sales manager did attempt to retain Ms. [redacted], however, since she did not agree to stay on board her account was canceled as of 7/18 and the refund of $394.74 was processed the same day. It typically takes about 3-5 business...
for a refund to show on a credit card and worst case scenario is 7-10 business days. If Ms. [redacted] would like to know the status of her refund she can call her bank to find out when the charge will be processed on their end. Z57 does not retain [redacted] login information so if she needs help deleting or unpublishing her page, she will need to call customer service for assistance or she can use the following tutorial provided by [redacted]: [redacted] Thank you and we wish Ms. [redacted] all the best of luck with her social media marketing.
Mr. [redacted] signed up for a 1 year contract on 6/10/2016. The signed contract is attached. Mr. [redacted] has requested to cancel several times via email, however, for the safety and security of accounts Z57 does not accept email cancellation requests as outlined in section #24 in the terms and...
conditions. Clients must make a verbal cancellation request to the Client Development department. If Mr. [redacted] cancels prior to the end of his contract term then he is responsible for the remaining of billing months of his contract term paid in one lump sum. Mr. [redacted] made a verbal cancellation request on 4/10/17 that is currently logged and pending in the system. A client loyalty specialist who will finalize the cancellation has reached out to Mr. [redacted] on 4/11, 4/20 and 4/21 to resolve but each time had to leave a voicemail. Z57 Resolution:If Mr. [redacted] is unresponsive to the current pending cancellation request, his account will automatically cancel and he will be charged his final payment on 5/10/2017. After his charge in May that would constitute 12 successful payments and the end of his 1 year contract. Mr. [redacted] is currently ineligible for a refund.
Ms. [redacted] signed up for the PropertyPulse Elite package with a one year contract on 9/23/16. The signed contract is attached as well as the audit report that shows the email and IP address that viewed and signed the electronic terms and conditions. The PropertyPulse Elite package comes with a...
website as automated posting to [redacted]. Z57 will build a business page if the client doesn't already have one. Z57 also has a email campaign that is designed to generate more likes to the business page from every lead in the system. Ms. [redacted] imported her [redacted] contacts on 10/6/16 and an email campaign to all those contacts went out on 10/21 requesting them to "Like" her [redacted] business page. Most clients that sign up do not have a large number of "Likes" when they start the program, but tools are in place to increase those numbers. Since signing up, Ms. [redacted] has either called or email customer service more than 20 times requesting assistance with her program ranging in what to post, suggestions for website edits, billing questions. Ms. [redacted] even emailed in articles she asked us to post to her [redacted] business page. Z57 Resolution:Ms. [redacted] signed up for the PropertyPulse Elite package with a one year contract on 9/23/16. The signed contract is attached as well as the audit report that shows the email and IP address that viewed and signed the electronic terms and conditions. The PropertyPulse Elite package comes with a website as automated posting to [redacted]. Z57 will build a business page if the client doesn't already have one. Z57 also has a email campaign that is designed to generate more likes to the business page from every lead in the system. Ms. [redacted] imported her [redacted] contacts on 10/6/16 and an email campaign to all those contacts went out on 10/21 requesting them to "Like" her [redacted] business page. Most clients that sign up do not have a large number of "Likes" when they start the program, but tools are in place to increase those numbers. Currently, Ms. [redacted] is now up to 66 "Likes". Since signing up, Ms. [redacted] has either called or email customer service more than 20 times requesting assistance with her program ranging in what to post, suggestions for website edits, billing questions. Ms. [redacted] even emailed in articles she asked us to post to her [redacted] business page. Z57 Resolution:Since Ms. [redacted] is unhappy with the product, we would like to offer her the option of a contract buyout. The fee would change the contract from 1 year to a month-to-month agreement. Ms. [redacted] would then be able to cancel at anytime with a 30 day notice. In order to finalize the process, please call customer service at ###-###-#### and reference case #[redacted]. Since Ms. [redacted] is unhappy with the product, we would like to offer her the option of a contract buyout. The fee would change the contract from 1 year to a month-to-month agreement. Ms. [redacted] would then be able to cancel at anytime with a 30 day notice. In order to finalize the process, please call customer service at ###-###-#### and reference case #