Z57 Response: Mr. [redacted] signed up on 12/2/15 on a one year commitment. I believe Mr. [redacted] is referring to his IDX home search when he refers to a fully functioning website. We built his website and published it to the internet on 12/8/15. In order to provide an IDX home search on the website...
MLS boards require paperwork to be completed. Mr. [redacted]'s MLS board has an online service they must use to gain approval for IDX. We were notified by Mr. [redacted]'s MLS board that there was an issue with his IDX application and we notified Mr. [redacted] of this issue by email on 1/21/16, 2/2/16, 3/3/16, 3/8/16 and 3/30/16. Mr. [redacted]'s account was shutdown due to non payment for the Jan, Feb and March. Mr. [redacted] was notified of this past due payment on 1/23/16, 2/2/16, 2/16/16, 2/23/16, 2/25/16. 3/8/16, 3/25/16 with no responses. Those emails said that the account would be shut down due to non-payment. Z57 Resolution: We can reactivate Mr. [redacted]’s website with no additional charges and waive the 3 months of past due balances. If this is an acceptable outcome, please reach out to Z57’s Client Development department at 800-899-8148 x* and reference case #[redacted]. We look forward to changing Mr. [redacted]’s experience!
Z57 Response:Mr. [redacted] signed up with Z57 on 2/24/15 and signed Terms and Conditions which are attached. Mr. [redacted] claims that his identity was stolen and this is how he got signed up with Z57. Also attached is the audit history of the Terms & Conditions that shows his hotmail email...
address and an IP that tracks to his area in AZ opened, viewed and agreed to Z57's terms. The client also provided a .csv file of his contacts to upload to the system on 2/25/15. Mr. [redacted] notified Z57 of his "identity theft" in Feb. 2016 at which point his account was immediately canceled.Z57 Resolution:While Z57 believes that Mr. [redacted] was in fact the person who signed up since we were provided his credit card, his contact database , agreed to terms from an IP in his area, etc., we are sympathetic to his recent challenges. We are more than happy to comply with his request to deactivate his website, stop all automated emails and discontinue and marketing done on his behalf. Z57 would like to wish Mr. [redacted] the best of luck.
Z57 Response:Mr. [redacted] purchased our upgraded website template on 3/3/16 for $199. The new site was initially built on 3/3/16 and we finished migrating all the content over from his previous site on 3/14/16. We reached out to Mr. [redacted] to let him know the site was finished and ready to...
publish to the internet once he officially approved it on 3/14/16, 3/15/16, 4/5/16. The client never approved the design which is why his site was never available online. We also do not have voicemail boxes in our customer service department so we aren't sure where Mr. [redacted] left a message but that was not something we received. Z57 Resolution:Mr. [redacted] was promised a 6 month promotional pricing discount which wasn't correctly applied to his account. Z57 owes a refund of $40 for his March and April website hosting since the $20 discount wasn't applied. He is still liable for the monthly hosting because that fee isn't tied to whether his site is live or not as we were still providing services. Mr. [redacted] is not eligible for a refund of the $199 as he was shown the site he purchased ahead of time and we delivered that same site. The site was fully completed on 3/14/16 and Mr. [redacted] was notified at that time. Also, Mr. [redacted] owns his domain name through [redacted] and not through Z57 so he has full control over his domain name.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear to be false. This service was never provided and their response is inaccurate (lookup on the supposed website for stats) Your claim of personal problem but it was a "personnel problem". Your agents messed up. I had canceled back in 2013. And do the math a year is way gone.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Z-57- Property Pulse- has many, many complaints from former customers all over the country. The response they sent is one that is used over and over to respond to complaints. I hired them to generate leads for new clients in Real Estate. I did not hire them to spam the over 7000 contacts that I have in my data base with marketing of my listings nor to contact my existing data base for solicitation of selling my listings.I did understand the scope of their business was to provide my team with an additional website that had a landing page to secure contacts for NEW clients without being invasive and pushy- nor to spam my cleintsZ 57 was to assist us in obtaining followers on our [redacted] fan page and to gain new clients. We were not aware, nor did they train us on outbound e mail blasts to our existing clients, something that we have been successfully doing for many years. Z-57 even went to the extent of spamming the contacts on the popular Nextdoor site for my neighborhood by marketing our listing on a site that does now allow commercial activity. This unwanted and unrequested activity resulted in many of my neighbors complaining to me and for the Nextdoor site to permanently ban me from their site. I was totally embarrassed and alarmed. These are my neighbors and friends. The actions that this company took either intentional or unintentional damaged our reputation in the community and I promptly cut them off from out [redacted] access and cancelled the e mail blasts once I understood what they were doing and I cancelled the program. The company has a history of scare tactics and of bullying their former clients and I feel like at the very least the public needs to know this. I will also be letting the 170,000 agents of [redacted] about the actions of this company and the unprofessional way they conduct business. We spent a good deal of time taking webinars and training to understand the products of Z- 57 and the auto spams of customers data bases was never mentioned to our team. Please do what you can to spread the word how terrible of a company Z-57 is and help me educate other real estate agents on their lack of professionalism. I realize that the months the service was provided is unrecoverable. but I am requesting the remaining months be credited back. I now realize why their contract reads the way it does and will do everything in my power to let other agents know how bad this company is to work with. Thanks for your efforts to educate if nothing more and I would like my funds returned.
Regards,
[redacted]
Because Mr. [redacted] exercised his 3 day right of rescission, the request had to be processed by his original sales rep. There was a delay in getting the correct information to the sales department which caused a delay of the refund. We sincerely apologize that Mr. [redacted] had to wait to received the...
refund he was eligible for. His request should have been handled within 48 business hours. Z57 has refunded Mr. [redacted] 100% of what he paid and he should already have that amount back on his card. Thank you.
Z57 does not guarantee closed business from our products. We are specifically designed to have the tools designed to capture leads that are generated from the Realtor's own marketing efforts as well as nurture those leads over the long run. We do not guarantee closed business since that is completely dependent upon the skills of the client and not the Z57 product. Z57 does have a direct feed from Zillow and can automatically and immediately import leads generated through the Zillow platform. Z57 can pull the lead as soon as its added to Zillow's system. When looking at Ms. [redacted]'s account I see the last Zillow lead was added to our system on 6/16/15 at 11:09am and the lead notification email was sent on 6/16/15 at 11:09am. If Ms. [redacted] is saying there is a delay between receiving the lead on Zillow to it showing on her Z57 account, we wish she would have said something so we could have looked into this and investigate further. Without direct access to Zillow, we cannot currently verify what that the last lead was received through Zillow. The original resolution still stands. We wish Ms. [redacted] all the best of luck in her internet marketing.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Hello [redacted],Sorry for the inconvenience, I was away for the holidays with intermittent internet service. I contacted the Z57 regarding the proposed solution but was informed by [redacted] via email:"I was told per management that we would be honoring the contract. If this is something you would like to discuss feel free to give us a call." When I called, I was informed I was under contract and was given additional suggestions to improve the service until the end of the contract. They are not honoring the resolution offered.
Regards,
[redacted]
We processed a refund of $239.98 for the overcharges on 11/10/15. If you did not see this amount then please contact your credit card company as the funds show as processed on our end. As for the final resolution, we did not received notice that you accepted the last offer so we have processed everything as of today (1/27/2016). We have submitted the refund which you will see on your account within the next 7-10 business days. We have also processed the cancellation on your account so you received an automated email stating your 30 days starts now. You will not be charged again, however, based on our agreement. We wish you all the best of luck!
We canceled Ms. [redacted]'s account on 8/15/16, however because of our 30 day notice, we always provide a full 30 days of service from the last bill date. That means Ms. [redacted]'s account wasn't officially deactivated until 9/25/16. So by the time of this response, that request has been taken care...
of. We also searched the entire system and do not
see the double charge that Ms. [redacted] was referring to. However, a
bank statement was produced by Ms. [redacted] that does indeed show a
double charge so as an act of good faith we will refund $49.99.Please allow 7-10 business days for this to appear back on the credit card.
Z57 Response:Mr. [redacted] signed up for a one year contract on 3/24/2015. The signed contract is attached. He signed up for an Elite package which does not come with a lead guarantee. The results of the program depend on how the client utilizes the program since it is an organic product. Mr. [redacted] called...
on 1/18/16 to cancel but was advised he was still under contract until March. He opted to stay on board at that time. He called again to cancel on 2/25/16 and had a 13:45 min phone call with a client loyalty representative. During that call Mr. [redacted] said he was interested in learning more about what we can offer him. The client loyalty rep said that he would like to keep Mr. [redacted]'s account active until they had a chance to review his options. He verbally agreed and said he would like that. The client loyalty rep called out to the client to discuss his options on 2/26/16 and the rep left a voicemail for him saying that they still needed to review their options. We reached out to Mr. [redacted] again on 3/1/16 and left another voicemail. When Mr. [redacted] had a past due balance he was under the impression that he canceled so the client loyalty rep reached out again on 5/18. During that phone call Mr. [redacted] agreed to stay on board again after the client loyalty rep agreed to push out the automatic shut[redacted]n to his account due to non-payment. Z57 Resolution:After reviewing the recorded calls, Mr. [redacted] willing agreed to stay a client each time he requested to cancel and was happy with the service provided. However, we are willing to take the last conversation date as his 30 day notice as a compromise. That means the 30 day notice started on 5/18 and this 30 days would expire on 6/18/2016. We are willing to waive his final payment of $124.99 but he is still responsible for the remaining balance of $374.97.
Z57 Response:Z57's cancellation policy dictates that a client must make a verbal cancellation request to a Client Development Rep. We do not accept email cancellation requests and we do not post date cancellations. If a request is made we immediately start the 30 day notice. So even though Mr....
[redacted] indicated that he wanted his account canceled at the end of his 1 year contract that is not currently possible in our system and he would need to make another verbal cancellation request. This policy is detailed in our Terms and Conditions that Mr. [redacted] signed on 6/19/2015.Also stated in the Terms and Conditions is that domains will be renewed automatically each year unless we are notified 15 days prior to the renewal date. Clients are notified of the renewal 90, 60 and 30 days ahead of time. Z57 Resolution:We never accept email requests to cancel because there is no way to adequately verify the account information and ensure we are speaking to the account holder, however, since Mr. [redacted] is underway and active military we are able to make an exception. Exceptions for other reason will not be accepted but Z57 values the service of our military and we have placed a cancellation request on Mr. [redacted]' account starting on 6/9/16. He is responsible for any charges that occur on his account within 30 days of his cancellation request. His final bill with Z57 was on 6/19/16. This balance is still outstanding and Mr. [redacted] is responsible for that final payment. We have also refunded the $20 charge since his request to no renew was technically 15 days prior to his actual renewal date.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The company did not even remotely deliver what was promised, They lied to me to sign the one year contract (I was told that was the only option, another lie) as soon as you sign THEY GOT YOU! They don't answer the phone, after just several days of realizing I had been taken, I tried to cancel. They make it nearly impossible. I was told there was no way out, I signed it and now I owe them the full amount for a year. If I don't pay them they are sending the debt to a collection agency. I believe the way this company does business is criminal. I would rather take several thousand dollars they claim I owe them and organize a class action lawsuit with all the offices and agents they prey on around the Country. They have so many complaints on the web that they (in my strong opinion) put up a bogus review page of agents happy with their service to trick an unsuspecting person into their web of lies. I want to be released from the contract at no cost as I have been trying to do just days after being lied to and tricked into signing it.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have attached the true leads from their efforts. I count a total of 26 SEM from Z57 none of which have resulted in any kind of a lead. Wrong phone numbers, emails that don't exist, people that I have talked to said they never filled out any forms. 4 months and that averages to 6.5 leads per month. If we were receiving 220 hits per month it seems we would receive more leads than that. My business partner and I were told that they were guaranteed true leads from qualified people looking for real estate. When we have asked for a copy of the recording from the salesman they have refused. What are you hiding Z57?When asked to produce the traffic they are claiming, they refer us to their own web site. You have no proof that we are receiving that kind of traffic to our web site. You can double talk us all you want but show me concrete proof of the traffic. You know if you wanted to prove we were receiving that kind of traffic you could have put a counter on our site where everyone can see. Are we hiding something again Z57? It is simple you have lied to us we are not happy with your service. We should be released from our contract with no further costs. It seems you just tie businesses up with this contract and never produce what you promise.
Regards,
[redacted]
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]
Z57 Response:Mr. [redacted] called in on 9/15/15 and spoke to [redacted] (who is still employed). During that phone call Mr. [redacted] wanted to confirm his billing contract and when it expired and expressed his frustration that the leads he was receiving weren't qualified. He did express...
his unhappiness in the Search Engine Marketing Program but didn't request to cancel. On 2/19 Mr. [redacted] forwarded [redacted]'s case follow up email stating it was a cancellation confirmation when in fact it was only answering the questions asked by Mr. [redacted] during the phone call. The text of the email is below the line:__________________________________________Update for Case #[redacted] - "Billing - General Questions"Hi Eric,Your website hosting started on 4/14/2015, on a one year agreement. The 12th month would fall on 3/16/2016. That is a recurring charge of 119.99 a month billed in advanced.You also signed up for Search Engine Marketing, on 7/2/2015 for a 6-month agreement. 1/2/2016 would be the 6th month's billing date. That is a recurring charge of $299.99 billed in arears.____________________________________________Mr. [redacted] called us on 9/28 and spoke to a different service rep who scheduled him for an appointment with his SEM account manager. Mr. [redacted] had to cancel that appointment. We spoke to Mr. [redacted] 5 times between his call with [redacted] and him making the SEM cancellation request in February. Z57 Response:As a business we do not provide internal recordings to outside parties. That is a standard policy of most businesses who record calls for quality assurance and training purposes. Even though Mr. [redacted] didn't place his cancellation request of the SEM program until Feb. and it is billed in arrears so he is technically liable for the $299.99 overdue balance, we are willing to waive this final payment so ensure a clean end to our business relationship. We wish him all the best of luck in the future.
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]
When Ms. [redacted] signed up she signed up for one MLS board and that was RMLS. On the sales receipt Ms. [redacted] attached to her rejection you can see that IDX functionality is only listed next to RMLS and there is no quantity listed as Itasca MLS. The sales rep made it very clear from start that she would only have IDX on RMLS. Ms. Stolz informed her sales rep that agents in their area enter all their listing into both MLS boards. Ms. [redacted] came on board knowing that we would only provide IDX to RMLS. At this point, we are still willing to offer the contract buyout but we can also waive the 30 day notice. Ms. [redacted] requested to cancel her service on 10/27 but decided to stay on board with the solutions provided. She was sent a confirmation email at this time stating she had rescinded her 30 day notice to cancel. Because she was happy with the product & solution at this time we are unable to provide her with a full refund. Resolution:Contract buyout. Ms. [redacted] has not called into request her cancellation but she notified us by email of her displeasure on 12/3/15. We will accept that as her cancellation date. This means she would pay for Sept - Nov. We previously calculated the refund amount incorrectly. Ms. [redacted] would be charged for 3 months of service + the contract buyout amount of $150. This would provide her with a refund of $929.91.
Z57 Response: Mr. [redacted] signed up on 12/2/15 on a one year commitment. I believe Mr. [redacted] is referring to his IDX home search when he refers to a fully functioning website. We built his website and published it to the internet on 12/8/15. In order to provide an IDX home search on the website...
MLS boards require paperwork to be completed. Mr. [redacted]'s MLS board has an online service they must use to gain approval for IDX. We were notified by Mr. [redacted]'s MLS board that there was an issue with his IDX application and we notified Mr. [redacted] of this issue by email on 1/21/16, 2/2/16, 3/3/16, 3/8/16 and 3/30/16. Mr. [redacted]'s account was shutdown due to non payment for the Jan, Feb and March. Mr. [redacted] was notified of this past due payment on 1/23/16, 2/2/16, 2/16/16, 2/23/16, 2/25/16. 3/8/16, 3/25/16 with no responses. Those emails said that the account would be shut down due to non-payment. Z57 Resolution: We can reactivate Mr. [redacted]’s website with no additional charges and waive the 3 months of past due balances. If this is an acceptable outcome, please reach out to Z57’s Client Development department at 800-899-8148 x* and reference case #[redacted]. We look forward to changing Mr. [redacted]’s experience!
Z57 Response:Mr. [redacted] signed up with Z57 on 2/24/15 and signed Terms and Conditions which are attached. Mr. [redacted] claims that his identity was stolen and this is how he got signed up with Z57. Also attached is the audit history of the Terms & Conditions that shows his hotmail email...
address and an IP that tracks to his area in AZ opened, viewed and agreed to Z57's terms. The client also provided a .csv file of his contacts to upload to the system on 2/25/15. Mr. [redacted] notified Z57 of his "identity theft" in Feb. 2016 at which point his account was immediately canceled.Z57 Resolution:While Z57 believes that Mr. [redacted] was in fact the person who signed up since we were provided his credit card, his contact database , agreed to terms from an IP in his area, etc., we are sympathetic to his recent challenges. We are more than happy to comply with his request to deactivate his website, stop all automated emails and discontinue and marketing done on his behalf. Z57 would like to wish Mr. [redacted] the best of luck.
Z57 Response:Mr. [redacted] purchased our upgraded website template on 3/3/16 for $199. The new site was initially built on 3/3/16 and we finished migrating all the content over from his previous site on 3/14/16. We reached out to Mr. [redacted] to let him know the site was finished and ready to...
publish to the internet once he officially approved it on 3/14/16, 3/15/16, 4/5/16. The client never approved the design which is why his site was never available online. We also do not have voicemail boxes in our customer service department so we aren't sure where Mr. [redacted] left a message but that was not something we received. Z57 Resolution:Mr. [redacted] was promised a 6 month promotional pricing discount which wasn't correctly applied to his account. Z57 owes a refund of $40 for his March and April website hosting since the $20 discount wasn't applied. He is still liable for the monthly hosting because that fee isn't tied to whether his site is live or not as we were still providing services. Mr. [redacted] is not eligible for a refund of the $199 as he was shown the site he purchased ahead of time and we delivered that same site. The site was fully completed on 3/14/16 and Mr. [redacted] was notified at that time. Also, Mr. [redacted] owns his domain name through [redacted] and not through Z57 so he has full control over his domain name.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear to be false. This service was never provided and their response is inaccurate (lookup on the supposed website for stats) Your claim of personal problem but it was a "personnel problem". Your agents messed up. I had canceled back in 2013. And do the math a year is way gone.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Z-57- Property Pulse- has many, many complaints from former customers all over the country. The response they sent is one that is used over and over to respond to complaints. I hired them to generate leads for new clients in Real Estate. I did not hire them to spam the over 7000 contacts that I have in my data base with marketing of my listings nor to contact my existing data base for solicitation of selling my listings.I did understand the scope of their business was to provide my team with an additional website that had a landing page to secure contacts for NEW clients without being invasive and pushy- nor to spam my cleintsZ 57 was to assist us in obtaining followers on our [redacted] fan page and to gain new clients. We were not aware, nor did they train us on outbound e mail blasts to our existing clients, something that we have been successfully doing for many years. Z-57 even went to the extent of spamming the contacts on the popular Nextdoor site for my neighborhood by marketing our listing on a site that does now allow commercial activity. This unwanted and unrequested activity resulted in many of my neighbors complaining to me and for the Nextdoor site to permanently ban me from their site. I was totally embarrassed and alarmed. These are my neighbors and friends. The actions that this company took either intentional or unintentional damaged our reputation in the community and I promptly cut them off from out [redacted] access and cancelled the e mail blasts once I understood what they were doing and I cancelled the program. The company has a history of scare tactics and of bullying their former clients and I feel like at the very least the public needs to know this. I will also be letting the 170,000 agents of [redacted] about the actions of this company and the unprofessional way they conduct business. We spent a good deal of time taking webinars and training to understand the products of Z- 57 and the auto spams of customers data bases was never mentioned to our team. Please do what you can to spread the word how terrible of a company Z-57 is and help me educate other real estate agents on their lack of professionalism. I realize that the months the service was provided is unrecoverable. but I am requesting the remaining months be credited back. I now realize why their contract reads the way it does and will do everything in my power to let other agents know how bad this company is to work with. Thanks for your efforts to educate if nothing more and I would like my funds returned.
Regards,
[redacted]
Because Mr. [redacted] exercised his 3 day right of rescission, the request had to be processed by his original sales rep. There was a delay in getting the correct information to the sales department which caused a delay of the refund. We sincerely apologize that Mr. [redacted] had to wait to received the...
refund he was eligible for. His request should have been handled within 48 business hours. Z57 has refunded Mr. [redacted] 100% of what he paid and he should already have that amount back on his card. Thank you.
Z57 does not guarantee closed business from our products. We are specifically designed to have the tools designed to capture leads that are generated from the Realtor's own marketing efforts as well as nurture those leads over the long run. We do not guarantee closed business since that is completely dependent upon the skills of the client and not the Z57 product. Z57 does have a direct feed from Zillow and can automatically and immediately import leads generated through the Zillow platform. Z57 can pull the lead as soon as its added to Zillow's system. When looking at Ms. [redacted]'s account I see the last Zillow lead was added to our system on 6/16/15 at 11:09am and the lead notification email was sent on 6/16/15 at 11:09am. If Ms. [redacted] is saying there is a delay between receiving the lead on Zillow to it showing on her Z57 account, we wish she would have said something so we could have looked into this and investigate further. Without direct access to Zillow, we cannot currently verify what that the last lead was received through Zillow. The original resolution still stands. We wish Ms. [redacted] all the best of luck in her internet marketing.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Hello [redacted],Sorry for the inconvenience, I was away for the holidays with intermittent internet service. I contacted the Z57 regarding the proposed solution but was informed by [redacted] via email:"I was told per management that we would be honoring the contract. If this is something you would like to discuss feel free to give us a call." When I called, I was informed I was under contract and was given additional suggestions to improve the service until the end of the contract. They are not honoring the resolution offered.
Regards,
[redacted]
We processed a refund of $239.98 for the overcharges on 11/10/15. If you did not see this amount then please contact your credit card company as the funds show as processed on our end. As for the final resolution, we did not received notice that you accepted the last offer so we have processed everything as of today (1/27/2016). We have submitted the refund which you will see on your account within the next 7-10 business days. We have also processed the cancellation on your account so you received an automated email stating your 30 days starts now. You will not be charged again, however, based on our agreement. We wish you all the best of luck!
We have worked with this client directly and resolved the situation.
Z57 worked with this customer directly and has provided her a full refund and canceled her contract.
We canceled Ms. [redacted]'s account on 8/15/16, however because of our 30 day notice, we always provide a full 30 days of service from the last bill date. That means Ms. [redacted]'s account wasn't officially deactivated until 9/25/16. So by the time of this response, that request has been taken care...
of. We also searched the entire system and do not
see the double charge that Ms. [redacted] was referring to. However, a
bank statement was produced by Ms. [redacted] that does indeed show a
double charge so as an act of good faith we will refund $49.99.Please allow 7-10 business days for this to appear back on the credit card.
Z57 Response:Mr. [redacted] signed up for a one year contract on 3/24/2015. The signed contract is attached. He signed up for an Elite package which does not come with a lead guarantee. The results of the program depend on how the client utilizes the program since it is an organic product. Mr. [redacted] called...
on 1/18/16 to cancel but was advised he was still under contract until March. He opted to stay on board at that time. He called again to cancel on 2/25/16 and had a 13:45 min phone call with a client loyalty representative. During that call Mr. [redacted] said he was interested in learning more about what we can offer him. The client loyalty rep said that he would like to keep Mr. [redacted]'s account active until they had a chance to review his options. He verbally agreed and said he would like that. The client loyalty rep called out to the client to discuss his options on 2/26/16 and the rep left a voicemail for him saying that they still needed to review their options. We reached out to Mr. [redacted] again on 3/1/16 and left another voicemail. When Mr. [redacted] had a past due balance he was under the impression that he canceled so the client loyalty rep reached out again on 5/18. During that phone call Mr. [redacted] agreed to stay on board again after the client loyalty rep agreed to push out the automatic shut[redacted]n to his account due to non-payment. Z57 Resolution:After reviewing the recorded calls, Mr. [redacted] willing agreed to stay a client each time he requested to cancel and was happy with the service provided. However, we are willing to take the last conversation date as his 30 day notice as a compromise. That means the 30 day notice started on 5/18 and this 30 days would expire on 6/18/2016. We are willing to waive his final payment of $124.99 but he is still responsible for the remaining balance of $374.97.
Z57 Response:Z57's cancellation policy dictates that a client must make a verbal cancellation request to a Client Development Rep. We do not accept email cancellation requests and we do not post date cancellations. If a request is made we immediately start the 30 day notice. So even though Mr....
[redacted] indicated that he wanted his account canceled at the end of his 1 year contract that is not currently possible in our system and he would need to make another verbal cancellation request. This policy is detailed in our Terms and Conditions that Mr. [redacted] signed on 6/19/2015.Also stated in the Terms and Conditions is that domains will be renewed automatically each year unless we are notified 15 days prior to the renewal date. Clients are notified of the renewal 90, 60 and 30 days ahead of time. Z57 Resolution:We never accept email requests to cancel because there is no way to adequately verify the account information and ensure we are speaking to the account holder, however, since Mr. [redacted] is underway and active military we are able to make an exception. Exceptions for other reason will not be accepted but Z57 values the service of our military and we have placed a cancellation request on Mr. [redacted]' account starting on 6/9/16. He is responsible for any charges that occur on his account within 30 days of his cancellation request. His final bill with Z57 was on 6/19/16. This balance is still outstanding and Mr. [redacted] is responsible for that final payment. We have also refunded the $20 charge since his request to no renew was technically 15 days prior to his actual renewal date.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The company did not even remotely deliver what was promised, They lied to me to sign the one year contract (I was told that was the only option, another lie) as soon as you sign THEY GOT YOU! They don't answer the phone, after just several days of realizing I had been taken, I tried to cancel. They make it nearly impossible. I was told there was no way out, I signed it and now I owe them the full amount for a year. If I don't pay them they are sending the debt to a collection agency. I believe the way this company does business is criminal. I would rather take several thousand dollars they claim I owe them and organize a class action lawsuit with all the offices and agents they prey on around the Country. They have so many complaints on the web that they (in my strong opinion) put up a bogus review page of agents happy with their service to trick an unsuspecting person into their web of lies. I want to be released from the contract at no cost as I have been trying to do just days after being lied to and tricked into signing it.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have attached the true leads from their efforts. I count a total of 26 SEM from Z57 none of which have resulted in any kind of a lead. Wrong phone numbers, emails that don't exist, people that I have talked to said they never filled out any forms. 4 months and that averages to 6.5 leads per month. If we were receiving 220 hits per month it seems we would receive more leads than that. My business partner and I were told that they were guaranteed true leads from qualified people looking for real estate. When we have asked for a copy of the recording from the salesman they have refused. What are you hiding Z57?When asked to produce the traffic they are claiming, they refer us to their own web site. You have no proof that we are receiving that kind of traffic to our web site. You can double talk us all you want but show me concrete proof of the traffic. You know if you wanted to prove we were receiving that kind of traffic you could have put a counter on our site where everyone can see. Are we hiding something again Z57? It is simple you have lied to us we are not happy with your service. We should be released from our contract with no further costs. It seems you just tie businesses up with this contract and never produce what you promise.
Regards,
[redacted]
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]
Z57 Response:Mr. [redacted] called in on 9/15/15 and spoke to [redacted] (who is still employed). During that phone call Mr. [redacted] wanted to confirm his billing contract and when it expired and expressed his frustration that the leads he was receiving weren't qualified. He did express...
his unhappiness in the Search Engine Marketing Program but didn't request to cancel. On 2/19 Mr. [redacted] forwarded [redacted]'s case follow up email stating it was a cancellation confirmation when in fact it was only answering the questions asked by Mr. [redacted] during the phone call. The text of the email is below the line:__________________________________________Update for Case #[redacted] - "Billing - General Questions"Hi Eric,Your website hosting started on 4/14/2015, on a one year agreement. The 12th month would fall on 3/16/2016. That is a recurring charge of 119.99 a month billed in advanced.You also signed up for Search Engine Marketing, on 7/2/2015 for a 6-month agreement. 1/2/2016 would be the 6th month's billing date. That is a recurring charge of $299.99 billed in arears.____________________________________________Mr. [redacted] called us on 9/28 and spoke to a different service rep who scheduled him for an appointment with his SEM account manager. Mr. [redacted] had to cancel that appointment. We spoke to Mr. [redacted] 5 times between his call with [redacted] and him making the SEM cancellation request in February. Z57 Response:As a business we do not provide internal recordings to outside parties. That is a standard policy of most businesses who record calls for quality assurance and training purposes. Even though Mr. [redacted] didn't place his cancellation request of the SEM program until Feb. and it is billed in arrears so he is technically liable for the $299.99 overdue balance, we are willing to waive this final payment so ensure a clean end to our business relationship. We wish him all the best of luck in the future.
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]
When Ms. [redacted] signed up she signed up for one MLS board and that was RMLS. On the sales receipt Ms. [redacted] attached to her rejection you can see that IDX functionality is only listed next to RMLS and there is no quantity listed as Itasca MLS. The sales rep made it very clear from start that she would only have IDX on RMLS. Ms. Stolz informed her sales rep that agents in their area enter all their listing into both MLS boards. Ms. [redacted] came on board knowing that we would only provide IDX to RMLS. At this point, we are still willing to offer the contract buyout but we can also waive the 30 day notice. Ms. [redacted] requested to cancel her service on 10/27 but decided to stay on board with the solutions provided. She was sent a confirmation email at this time stating she had rescinded her 30 day notice to cancel. Because she was happy with the product & solution at this time we are unable to provide her with a full refund. Resolution:Contract buyout. Ms. [redacted] has not called into request her cancellation but she notified us by email of her displeasure on 12/3/15. We will accept that as her cancellation date. This means she would pay for Sept - Nov. We previously calculated the refund amount incorrectly. Ms. [redacted] would be charged for 3 months of service + the contract buyout amount of $150. This would provide her with a refund of $929.91.