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] was in fact correct that we were already in the process of setting up an agreement with his MLS board to provide IDX to clients in his area. Unfortunately, the process for setting up a new IDX feed with the product can take some time since all the raw data has to be mapped to the...
PropertyPulse product. Our sister company and IDX provider, CWS already has a partnership with Mr. [redacted]'s board so this is something that we are in fact moving forward with. The challenge was that the expectation should have been set at the point of sale and during the production call that a new MLS board setup can take approximately 6-12 weeks. Oftentimes it doesn't take the 12 weeks but just in case we do like to set worst case scenario expectations. Z57 Resolution:We are moving forward with this IDX integration and are just waiting on the development team to finalize the mapping of all the MLS data to our systems. Since this is not a fast process, we would like to waive Mr. [redacted]'s monthly hosting until this is setup which we expect within the next few weeks. His December charge was already waived and we can waive the January charge as well. We expect the integration complete prior to the February charge. We apologize for the delay and for not communicating the true time frame at the time of sale so Mr. [redacted] could have made an informed decision at that time. We hope that an extra free month of service and that we can fulfill the IDX integration is enough to keep Mr. [redacted] on board with his product and allow us to provide him with the service he originally wanted.
Mr. [redacted] signed up for a 12 month SEM contract on 11/18/2016. His traffic started on 12/6/2016 and he is currently responsible for 12 full traffic cycles before his contract turns into a month-to-month agreement. For his IDX, we see that paperwork was returned on 10/17/16 but on 11/12/16 we...
received notification from Mr. [redacted]' MLS board, RMLS Oregon that the Mr. [redacted] signed as the Participant but a Mr. [redacted] should have signed in that spot instead. The correction was sent to back to Mr. [redacted] to resubmit. Z57 offers a Fast Start appointment to all new SEM clients to review the details of the program and to review how to follow up with leads. This is information that is accessible through that appointment as well as by our inbound support department. When dealing with internet leads some with be fake information and others will be real information. Z57 just launched a feature called Social Profiles that pulls in a leads [redacted] or [redacted] photo and information into the back office so show detailed information about the lead. Mr. [redacted] has several recent leads linked to a social profile. In addition, Z57 is owned by Constellation Software. Z57 receives IDX data from our sister company, Constellation Web Solutions. Z57 Resolution:Mr. [redacted] did have some challenges with the support team in scheduling his Fast Start appointment for SEM. This is not enough to release him from the contract but we would like to do what we can since that was our error. Currently Mr. [redacted] has 7 payments left on his current 12 month contract. Z57 would be willing to change Mr. [redacted]' contract from a 12 month contract to a 6 month contract so only 1 more cycle/payment is left. There is not currently a website cancellation request in the system, Mr. [redacted] would need to make a verbal cancellation request to support at ###-###-####. Please reference case # [redacted] as this will authorize a waive of your 30 day notice. The next website charge is on 6/12/2017 so the request needs to be made prior to that to avoid any future billing.
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 contend that although I did call back to explore renewing after the cancellation, it was on condition that the issues of local content was resolved. The conditions discussed and the followup promised by Z57 never happened. Was that part of conversation recorded? I was unhappy with that part of the service for initial year of agreement. No one followed up until Z57 started calling me about non-payment. I kept explaining it was never my intent to renew and why and repetitively tried to resolve. Is Z57's intent to continue to extend the cancellation date with each contact? I never wanted the service renewal without local content at all. Regardless of our disagreement, it was definitely clear to Z57 with our phone calls that I never wanted renewal and certainly not continued service. Now you're trying to go by the certified letter date for cancellation and ignore all phone requests including supervisor intervention request to cancel.
Regards,
[redacted]
Complaint ID: [redacted]Z57 Response:Ms. [redacted] signed up for a PropertyPulse account on 3/6/2017. Her website was created and published to the internet on 3/7/2017. All clients are provided a standard template website initially but they have the ability to personalize the site themselves or call into...
Customer Service in order to make those changes. We see that Ms. [redacted] spoke to service reps who informed her of this process. Z57 Resolution:We see an email sent by Ms. [redacted] that states her reason for being unsatisfied is because the website provided is too generic and no IDX is provided. This is accurate that we don’t have IDX in her area and was setup to have a framed in home search and the websites we provide are templates. Because this doesn’t seem like an appropriate fit for Ms. [redacted], we can waive the 30 day notice and release her from the contract with a $200 contract buyout which turns her account into a Month-to-Month agreement. In addition we can make June 1, 2017 the official cancellation date which means that Ms. [redacted] would no longer be responsible for the July & August payments made on the account. In order to do the buyout, Ms. [redacted] can call into Customer service and pay the $200 and we would then waive the 30 day notice and provide a refund for the July payment and a waive of the open August invoice. Or, we can charge the $99.99 charge for August and consider the July & August payment the $200 buyout and cancel the account immediately. Please have Ms. [redacted] contact Customer Service and reference case # [redacted] to let us know which options she prefers.
Z57 records every call specifically for training purposes and quality assurance. The calls Ms. [redacted] is referring to were recorded and reviewed prior to this response. Ms. [redacted] requested to cancel her account on March 23, 2015. She spoke to a representative in the Client Loyalty Department...
regarding the cancellation on March 31, 2015 and was explained the 30 day notice. During the call on 3/31 the representative offered to set up Ms. [redacted] with a one-on-one appointment with a marketing coach and provide her with one free month if she agreed to stay on board with Z57. The representative stated clearly that if Ms. [redacted] changed her mind regarding staying with Z57, she would need to call in to Z57 Client Development or the rep directly and alert Z57. The client acknowledged that she understood. Z57 then waived the monthly support charge in April so the client's overdue balance is for May & June. The client was sent an email confirming that she agreed to stay on board with Z57 on April 1, 2015 at 5:34pm. The first paragraph of the email states:Thank you! We are pleased that you decided to continue your relationship with Z57 and reinstate
your Z57 program. Effective immediately, we have rescinded your 30 day cancellation request
and have re-enabled all features and services of your program. If for some reason you have
received this email in error, please contact us immediately so that we may rectify the situation. Ms. [redacted] then completed a 30 minute one-on-one appointment on April 22, 2015 where she was provided marketing tips and tricks to improve her results. During that call on 4/22/15, Ms. [redacted] made no reference to the fact that she did not wish to continue her service. She then called in on 6/10 stating that she is still not happy and that she never agreed to keep her account during the call on 3/31/15. The cancellation was officially processed and the 30 day notice began when Ms. [redacted] called in on 6/10. Z57 Resolution:Based off the recorded conversations Ms. [redacted] had with Z57 representatives, she agreed to keep her account active and was made aware that she would need to call us in order to cancel again if she changed her mind. She is responsible for the two months of service and her cancellation date of 6/10/15 will stand. She is still responsible for the 30 day notice.
We appreciate the client's feedbackWe require all
cancellations made via telephone to a Client Development Representative at
800-899-for the security of their accountsThis policy is outlined in the
Terms and Conditions the client agreed to when he came onboardWhen
clients
cancel their service they receive an immediate email confirmation the client
has record
In this situation, we have no record of the client calling
in to cancel the service neither in our software nor in our phone records
At Z57, we strive to ensure a good experience for all
clients so as an act of good faith we are willing to provide a refund of the
past months of service for a total of $Even though technically the
client is responsible for the billing up through his cancellation date on 5/8/plus a
day notice, we want to do something extra for a long term clientResolution:Zis providing the client with a refund of $
[redacted] originally requested to cancel on 10/20/16 and her account was marked canceled at that time. Then on 11/11/16 she spoke with a client development rep and rescinded her 30 day notice to cancel. The recorded phone call was reviewed and the client clearly stated that she agreed to keep her...
account active. Then on 11/12/16 at 5:30pm PT , the client was sent an email confirming that the 30 day notice was rescinded and the account would remain active. That email was successfully delivered. The first paragraph of that email reads:"Thank you! We are pleased that you decided to continue your relationship with Z57 and reinstate your Z57 program. Effective immediately, we have rescinded your 30 day cancellation request and have re-enabled all features and services of your program. If for some reason you have received this email in error, please contact us immediately so that we may rectify the situation" Z57 Resolution:As confirmed with the phone call and notes on the account, the client rescinded her cancellation request from 10/20/16. The client placed another cancellation request on 1/24/17 which will be her official cancellation date and start of her 30 day notice. [redacted] is still responsible for her overdue balance of $149.97.
In regards to complaint ID [redacted]I Have been watching for the refund of $929.91 that your company agreed to give me through Revdex.com.It has not be refunded to my [redacted] card or sent to me in check form.kindly respond, [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.
Z57 can deal with the Federal Trade Commission for Deceptive Trade Patrice claim. My attorney advise me not the respond again. They will handle 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 was promised by the salesman IDX would be ready by Dec 15th. I have lost out on business from this. I do not trust this company because of their lies. My local MLS rep says that nothing has been done. I just want to part ways with this company and get my money back.
Regards,
[redacted]
The refund of $2399.92 was submitted back to the [redacted] card ending in [redacted] on 1/24/18. The card ending in [redacted]. We are showing the refund request back to the credit card was successful. Please call [redacted] card to ensure they processed the refund on their end. If not, please call us with [redacted] card on the line and we will resolve the issue.
We are willing to take the last conversation on 5/18 as the cancellation request date. That means Mr. [redacted] won't be responsible for any charges that occurred after 5/18 as we agreed to waive his 30 day notice. The charge Mr. [redacted] received in June was actually for his open February invoice. If Mr. [redacted] would like a record of that, please call into the customer service department to get a statement sent to you. Mr. [redacted] is still responsible for his March and April hosting charges totaling $249.98. He is correct that we did agree to waive the May charge so he is only responsible for those two months.
Ms. [redacted] is eligible for a full refund since she canceled within her 3 day right of rescission. The refund was processed by the Finance department on 4/18. Please allow around 3-5 business days for this to appear back on the credit card. We wish Ms. [redacted] all the best of luck and we apologize we...
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 already given them a 30 days notice. Plus they fee was waived for September and October for website and facebook. The SEM is a monthly fee based on unique website visits so it would be hard to see how I can be charged for something that hasn't happened it. As of now I have paid this company $906.21. I'm not asking my money back. I just want to my association with this company ended. I am not happy with the service I am getting and have told them this on numerous occasions. I feel that if someone is not happy with a service they shouldn't be held to keep a contract. I feel that if I pay them for this months SEM visits if I meet the guaranteed amount at 299.99. That should be enough. Just because a contract is signed shouldn't mean that a company can provide any service that they like. I am not getting what is promised. This agreement started on July 11, 2017. I asked for my time with company be dissolved within the first 30 days but was told that it would cost me over $5,000. I have all the emails between this company as well as notes on all phone calls. I just don't feel that I should have to pay over 1800 more dollars to get contract ended.
Regards,
[redacted]
Z57 Response:Ms. [redacted] signed up for our SEM traffic program on 4/24/2015 on a 6 month contract. She agreed to the Terms and Conditions for this product on 4/29. Line item #9 in the terms state:"To cancel service, you must contact Z57 Client Development via telephone at (800) 899-8148. all...
cancellation requests must be verbally communicated directly to a Z57 Client Development representative."As a business, Z57 has the right to determine and set a cancellation policy. We do not accept email cancellations because of security risks. Ms. [redacted] should have had no issues calling the Client Development Department to place her request. The average hold time for all clients is 2 minutes or less. We are able to see all the calls that Ms. [redacted] made to the number listed above and we don't see any calls between June 2015 and January 2016. The calls made in 2016 are listed below.1/8/16 at 12:18pm (PT) --> Ms. [redacted] held for 2 minutes 17 seconds before disconnecting the call. .1/8/16 at 12:21pm (PT) --> Ms. [redacted] held for 3 minutes 19 seconds before disconnecting the call. 1/31/16 at 4:26pm (PT) --> Ms. [redacted] held for 24 seconds before disconnecting the call.2/5/16 at 9:34am (PT) --> Ms. [redacted] held for 54 seconds before disconnecting the call.Z57 Resolution:Currently Ms. [redacted]'s SEM program has been canceled due to non-payment. That add-on program will remain canceled. If Ms. [redacted] would like to cancel her entire account she will still need to place a verbal cancellation with Z57 Client Development by calling 800-899-8148 x* Monday - Friday 6:30am - 4:30pm PT. Ms. [redacted] is still responsible for her overdue balance of 849.96.
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.
1. The response claims that the site was "Initially build on 03/03/16" this is incorrect - March 8th I received an email from [redacted] stating that he is still working on the case and said "I should be wrapping up with the majority of the work over the next day or two"March 14th I received another email from [redacted] stating that he is still working on the site and the "I was out of the office on Thursday and Friday sick which is why I did not get it over to you. I am currently working on finishing the rest of it. Also I did inquire about removing your email from the front of the page, we at this time do not have the ability to do that. So I have submitted to my products team that this be a feature we offer. I do appreciate your patience as I finish up the last bit of your site"On March 15th I received another email from [redacted] saying he had finished the work and that I should review the site.I immediately headed to the link and quickly realized the the bulk of the work had not been completed. [redacted] had basically taken their stock template and added my name and logo to it and ignored the entire list of customization and graphic changes we had discussed and that I had emailed him. On March 15th, realizing that I could not cover all the issues in an email I contacted their customer service and spoke to the rep that answered the phone. I spoke to the representative explained that none of the changes that I had requested had been completed and asked the representative to have [redacted] give me a call.On March 16th, when I did not receive a call back from [redacted] I contacted the customer service number and again spoke to the representative. The representative said that I had to talk to [redacted] and that the things [redacted] had promised such as changing the buy sell images on the home page & other graphics on my “Fully Customizable” site where not editable & that I was misinformed. I asked to speak to the supervisor and I was told [redacted] was the supervisor and that they would let him know to call me back. I did not receive a call back to I contacted z57 again on April 1st and again I was told that [redacted] was not available. I asked to speak to a different supervisor and the rep told me that I would have to speak to [redacted] because he was the one handling my site.On April 5th I called back and was told that [redacted] was still not available, I explained that the issue was with [redacted], the representative apologized and said she will notate the account to have a supervisor call me back.On April 6th I called back to cancel again because I had not received a call back and I was told that someone would definitely get back to me today.On April 8th I was billed again for 117.49 - site was still not live.On April 20th I received a call back from [redacted] telling me that she was calling me back regarding my cancellation request from April 6th. She apologized and told me that she was out of the office and could not call me back in time. She agreed that there was a failure on their end and said that her supervisor would not allow her to credit me unless I agreed to stay with them. I said that was unacceptable.2. In their response Z57 claims that I am not eligible for a refund of the hosting because that Fee is not tied to weather my site was live or not. That would be true if the site was completed to my specification. But considering that the site did not match the agreed upon specs that [redacted] and I had spoke of on our "Phone Design Consultation" and that no one contacted me to fix the issue in the entire one month span of me contacting the,. The site was not completed and the hosting of the incomplete site does not count as any services rendered. There was no additional contact via phone or email from [redacted] after my phone call on March 15th and no attempt on Z57's part to resolve my concerns.Finally, [redacted] repeatedly apologized and stated that there were clear notes in their system that I had called and requested a call back and apologized that neither [redacted] or she called me back for over one month. She also said numerous times that there were clear shortcoming on their end and that no matter how hard she tried, her supervisor was not allowing her to issue the credit unless "I agreed to let them fix their mistakes" by agreeing to stay with them for a minimums of 2 additional monthsAt the very least, I am due a credit for the $199 for the design which was never completed to specs and the last month fee of $117.49 because I called to cancel again on 4/6, was billed on 4/8 on and [redacted] did not call me back regarding my cancellation request until 4/20In conclusion, I request that you please re-open this case and request a minimum of a credit of 199.00 for design and setup and the last months payment of $117.49 for a total of $316.49. Since they credited me $40 for the two months discount, we can go ahead and subtract $20 from the $316.49 for a total credit of $296.49If they refuse to issue the credit, I would like the complaint to show that they did not offer a satisfactory resolution and that the customer is not satisfied.If you need me to forward you any of the emails I referenced above please let me know. I apologize for the long email, just wanted to provide you with all pertinent information.Best Regards, [redacted]
Mr. [redacted] did purchase a website and PropertyPulse account that does require work. This is not a "set it and forget" it product". He currently pays $138/month for an organic product. Z57 provides a lot of automation to take most of the work off of Mr. [redacted]'s plate but he is still required to spend about 2-3 hours a week working on his online marketing in order to generate results. Z57 is not a lead generation program, but we provide the tools necessary for agents to generate the leads. And we do not guarantee leads, and not all online leads will be valid. That is the nature of working with online leads. However, checking the latest 3 leads in the system, we see that the last 3 leads used the same email address that is tied to a social account online which means they are real people. In the back office clients can see the social profile picture and details (if public) and links to the social media profiles that use that email address. Attached the 3 screenshot examples with the identifying lead information blurred out. In the attached videos the Email Us button is a link that opens the user's email client which would need to be logged into. If Mr. [redacted] was not logged into his email account on his computer then the email us button would not work since it is a hyperlink. AttachedMr. [redacted] is not eligible for a refund and is currently under contract until June 2018. In order to cancel at the end of his contract he will need to make a verbal cancellation request with Client Development by calling 800-899-[redacted]
Ms. [redacted] signed up with Z57 with a one year contract on 10/11/2013. The agreement she signed on 10/14/2013 stated that she is responsible for 1 full year of services with Z57. If she canceled prior to that year she would still be responsible for payments for the remainder of the year. We have...
attached a copy of the electronic terms Ms. [redacted] signed as well an audit history with IP address time stamps for the signature. The client then completed a 1 hour Marketing Appointment on 11/1/2014 which is after the date she states she canceled in this complaint. The client then called in to cancel her services on 11/20/2014 due to "personal reasons" but a Client Development Representative let her know that she is in a one year contract and that if she canceled that day she would be responsible for the remainder of her contract in one lump sum. The client was not pleased with this answer but agreed to stay on board. Ms. [redacted] was then sent an email on 11/21/15 at 5:33pm that confirmed that she decided to keep her account open with Z57. The first line of the email reads:Thank you! We are pleased that you decided to continue your relationship with Z57 and reinstate
your Z57 program. Effective immediately, we have rescinded your 30 day cancellation request
and have re-enabled all features and services of your program. If for some reason you have
received this email in error, please contact us immediately so that we may rectify the situation. In order to cancel your account with Z57, you need to make the request via telephone to a Client Development Representative. As of today, Ms. [redacted] has not placed this call to cancel her services. Resolution:We will be more than happy to discontinue Ms. [redacted]'s account once she places a verbal cancellation request as per the terms and conditions by calling 800-899-8148 x5.
Ms. [redacted] signed up for a website/[redacted] package on 5/23/16 with a one year contract. Attached are the terms and conditions that show Ms. [redacted] is currently in a one year contract. It appears we attempted to merge her [redacted] pages on two separate occasions. Unfortunately, if the merge was...
unsuccessful then that is not something we can resolve or fix since that is done directly through [redacted] and we do not control [redacted]. We also do not guarantee leads from our system since Z57 is an organic product. In order to generate results, our clients will need to dedicate about 1 hour per week working the system along with the automation to see some results. Z57 Resolution:We would like to extend Ms. [redacted] a contract buyout offer. The contract buyout is $200. Ms. [redacted] would need to pay the $200 buyout to move her account to a month-to-month agreement. Then she will be able to cancel with only a 30 days notice. We look forward to a response.
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] was in fact correct that we were already in the process of setting up an agreement with his MLS board to provide IDX to clients in his area. Unfortunately, the process for setting up a new IDX feed with the product can take some time since all the raw data has to be mapped to the...
PropertyPulse product. Our sister company and IDX provider, CWS already has a partnership with Mr. [redacted]'s board so this is something that we are in fact moving forward with. The challenge was that the expectation should have been set at the point of sale and during the production call that a new MLS board setup can take approximately 6-12 weeks. Oftentimes it doesn't take the 12 weeks but just in case we do like to set worst case scenario expectations. Z57 Resolution:We are moving forward with this IDX integration and are just waiting on the development team to finalize the mapping of all the MLS data to our systems. Since this is not a fast process, we would like to waive Mr. [redacted]'s monthly hosting until this is setup which we expect within the next few weeks. His December charge was already waived and we can waive the January charge as well. We expect the integration complete prior to the February charge. We apologize for the delay and for not communicating the true time frame at the time of sale so Mr. [redacted] could have made an informed decision at that time. We hope that an extra free month of service and that we can fulfill the IDX integration is enough to keep Mr. [redacted] on board with his product and allow us to provide him with the service he originally wanted.
Mr. [redacted] signed up for a 12 month SEM contract on 11/18/2016. His traffic started on 12/6/2016 and he is currently responsible for 12 full traffic cycles before his contract turns into a month-to-month agreement. For his IDX, we see that paperwork was returned on 10/17/16 but on 11/12/16 we...
received notification from Mr. [redacted]' MLS board, RMLS Oregon that the Mr. [redacted] signed as the Participant but a Mr. [redacted] should have signed in that spot instead. The correction was sent to back to Mr. [redacted] to resubmit. Z57 offers a Fast Start appointment to all new SEM clients to review the details of the program and to review how to follow up with leads. This is information that is accessible through that appointment as well as by our inbound support department. When dealing with internet leads some with be fake information and others will be real information. Z57 just launched a feature called Social Profiles that pulls in a leads [redacted] or [redacted] photo and information into the back office so show detailed information about the lead. Mr. [redacted] has several recent leads linked to a social profile. In addition, Z57 is owned by Constellation Software. Z57 receives IDX data from our sister company, Constellation Web Solutions. Z57 Resolution:Mr. [redacted] did have some challenges with the support team in scheduling his Fast Start appointment for SEM. This is not enough to release him from the contract but we would like to do what we can since that was our error. Currently Mr. [redacted] has 7 payments left on his current 12 month contract. Z57 would be willing to change Mr. [redacted]' contract from a 12 month contract to a 6 month contract so only 1 more cycle/payment is left. There is not currently a website cancellation request in the system, Mr. [redacted] would need to make a verbal cancellation request to support at ###-###-####. Please reference case # [redacted] as this will authorize a waive of your 30 day notice. The next website charge is on 6/12/2017 so the request needs to be made prior to that to avoid any future billing.
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 contend that although I did call back to explore renewing after the cancellation, it was on condition that the issues of local content was resolved. The conditions discussed and the followup promised by Z57 never happened. Was that part of conversation recorded? I was unhappy with that part of the service for initial year of agreement. No one followed up until Z57 started calling me about non-payment. I kept explaining it was never my intent to renew and why and repetitively tried to resolve. Is Z57's intent to continue to extend the cancellation date with each contact? I never wanted the service renewal without local content at all. Regardless of our disagreement, it was definitely clear to Z57 with our phone calls that I never wanted renewal and certainly not continued service. Now you're trying to go by the certified letter date for cancellation and ignore all phone requests including supervisor intervention request to cancel.
Regards,
[redacted]
Complaint ID: [redacted]Z57 Response:Ms. [redacted] signed up for a PropertyPulse account on 3/6/2017. Her website was created and published to the internet on 3/7/2017. All clients are provided a standard template website initially but they have the ability to personalize the site themselves or call into...
Customer Service in order to make those changes. We see that Ms. [redacted] spoke to service reps who informed her of this process. Z57 Resolution:We see an email sent by Ms. [redacted] that states her reason for being unsatisfied is because the website provided is too generic and no IDX is provided. This is accurate that we don’t have IDX in her area and was setup to have a framed in home search and the websites we provide are templates. Because this doesn’t seem like an appropriate fit for Ms. [redacted], we can waive the 30 day notice and release her from the contract with a $200 contract buyout which turns her account into a Month-to-Month agreement. In addition we can make June 1, 2017 the official cancellation date which means that Ms. [redacted] would no longer be responsible for the July & August payments made on the account. In order to do the buyout, Ms. [redacted] can call into Customer service and pay the $200 and we would then waive the 30 day notice and provide a refund for the July payment and a waive of the open August invoice. Or, we can charge the $99.99 charge for August and consider the July & August payment the $200 buyout and cancel the account immediately. Please have Ms. [redacted] contact Customer Service and reference case # [redacted] to let us know which options she prefers.
Z57 records every call specifically for training purposes and quality assurance. The calls Ms. [redacted] is referring to were recorded and reviewed prior to this response. Ms. [redacted] requested to cancel her account on March 23, 2015. She spoke to a representative in the Client Loyalty Department...
regarding the cancellation on March 31, 2015 and was explained the 30 day notice. During the call on 3/31 the representative offered to set up Ms. [redacted] with a one-on-one appointment with a marketing coach and provide her with one free month if she agreed to stay on board with Z57. The representative stated clearly that if Ms. [redacted] changed her mind regarding staying with Z57, she would need to call in to Z57 Client Development or the rep directly and alert Z57. The client acknowledged that she understood. Z57 then waived the monthly support charge in April so the client's overdue balance is for May & June. The client was sent an email confirming that she agreed to stay on board with Z57 on April 1, 2015 at 5:34pm. The first paragraph of the email states:Thank you! We are pleased that you decided to continue your relationship with Z57 and reinstate
your Z57 program. Effective immediately, we have rescinded your 30 day cancellation request
and have re-enabled all features and services of your program. If for some reason you have
received this email in error, please contact us immediately so that we may rectify the situation. Ms. [redacted] then completed a 30 minute one-on-one appointment on April 22, 2015 where she was provided marketing tips and tricks to improve her results. During that call on 4/22/15, Ms. [redacted] made no reference to the fact that she did not wish to continue her service. She then called in on 6/10 stating that she is still not happy and that she never agreed to keep her account during the call on 3/31/15. The cancellation was officially processed and the 30 day notice began when Ms. [redacted] called in on 6/10. Z57 Resolution:Based off the recorded conversations Ms. [redacted] had with Z57 representatives, she agreed to keep her account active and was made aware that she would need to call us in order to cancel again if she changed her mind. She is responsible for the two months of service and her cancellation date of 6/10/15 will stand. She is still responsible for the 30 day notice.
We appreciate the client's feedbackWe require all
cancellations made via telephone to a Client Development Representative at
800-899-for the security of their accountsThis policy is outlined in the
Terms and Conditions the client agreed to when he came onboardWhen
clients
cancel their service they receive an immediate email confirmation the client
has record
In this situation, we have no record of the client calling
in to cancel the service neither in our software nor in our phone records
At Z57, we strive to ensure a good experience for all
clients so as an act of good faith we are willing to provide a refund of the
past months of service for a total of $Even though technically the
client is responsible for the billing up through his cancellation date on 5/8/plus a
day notice, we want to do something extra for a long term clientResolution:Zis providing the client with a refund of $
[redacted] originally requested to cancel on 10/20/16 and her account was marked canceled at that time. Then on 11/11/16 she spoke with a client development rep and rescinded her 30 day notice to cancel. The recorded phone call was reviewed and the client clearly stated that she agreed to keep her...
account active. Then on 11/12/16 at 5:30pm PT , the client was sent an email confirming that the 30 day notice was rescinded and the account would remain active. That email was successfully delivered. The first paragraph of that email reads:"Thank you! We are pleased that you decided to continue your relationship with Z57 and reinstate your Z57 program. Effective immediately, we have rescinded your 30 day cancellation request and have re-enabled all features and services of your program. If for some reason you have received this email in error, please contact us immediately so that we may rectify the situation" Z57 Resolution:As confirmed with the phone call and notes on the account, the client rescinded her cancellation request from 10/20/16. The client placed another cancellation request on 1/24/17 which will be her official cancellation date and start of her 30 day notice. [redacted] is still responsible for her overdue balance of $149.97.
In regards to complaint ID [redacted]I Have been watching for the refund of $929.91 that your company agreed to give me through Revdex.com.It has not be refunded to my [redacted] card or sent to me in check form.kindly respond, [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.
Z57 can deal with the Federal Trade Commission for Deceptive Trade Patrice claim. My attorney advise me not the respond again. They will handle 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 was promised by the salesman IDX would be ready by Dec 15th. I have lost out on business from this. I do not trust this company because of their lies. My local MLS rep says that nothing has been done. I just want to part ways with this company and get my money back.
Regards,
[redacted]
The refund of $2399.92 was submitted back to the [redacted] card ending in [redacted] on 1/24/18. The card ending in [redacted]. We are showing the refund request back to the credit card was successful. Please call [redacted] card to ensure they processed the refund on their end. If not, please call us with [redacted] card on the line and we will resolve the issue.
We are willing to take the last conversation on 5/18 as the cancellation request date. That means Mr. [redacted] won't be responsible for any charges that occurred after 5/18 as we agreed to waive his 30 day notice. The charge Mr. [redacted] received in June was actually for his open February invoice. If Mr. [redacted] would like a record of that, please call into the customer service department to get a statement sent to you. Mr. [redacted] is still responsible for his March and April hosting charges totaling $249.98. He is correct that we did agree to waive the May charge so he is only responsible for those two months.
Ms. [redacted] is eligible for a full refund since she canceled within her 3 day right of rescission. The refund was processed by the Finance department on 4/18. Please allow around 3-5 business days for this to appear back on the credit card. We wish Ms. [redacted] all the best of luck and we apologize we...
couldn't be the right solution for her.
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 already given them a 30 days notice. Plus they fee was waived for September and October for website and facebook. The SEM is a monthly fee based on unique website visits so it would be hard to see how I can be charged for something that hasn't happened it. As of now I have paid this company $906.21. I'm not asking my money back. I just want to my association with this company ended. I am not happy with the service I am getting and have told them this on numerous occasions. I feel that if someone is not happy with a service they shouldn't be held to keep a contract. I feel that if I pay them for this months SEM visits if I meet the guaranteed amount at 299.99. That should be enough. Just because a contract is signed shouldn't mean that a company can provide any service that they like. I am not getting what is promised. This agreement started on July 11, 2017. I asked for my time with company be dissolved within the first 30 days but was told that it would cost me over $5,000. I have all the emails between this company as well as notes on all phone calls. I just don't feel that I should have to pay over 1800 more dollars to get contract ended.
Regards,
[redacted]
Z57 Response:Ms. [redacted] signed up for our SEM traffic program on 4/24/2015 on a 6 month contract. She agreed to the Terms and Conditions for this product on 4/29. Line item #9 in the terms state:"To cancel service, you must contact Z57 Client Development via telephone at (800) 899-8148. all...
cancellation requests must be verbally communicated directly to a Z57 Client Development representative."As a business, Z57 has the right to determine and set a cancellation policy. We do not accept email cancellations because of security risks. Ms. [redacted] should have had no issues calling the Client Development Department to place her request. The average hold time for all clients is 2 minutes or less. We are able to see all the calls that Ms. [redacted] made to the number listed above and we don't see any calls between June 2015 and January 2016. The calls made in 2016 are listed below.1/8/16 at 12:18pm (PT) --> Ms. [redacted] held for 2 minutes 17 seconds before disconnecting the call. .1/8/16 at 12:21pm (PT) --> Ms. [redacted] held for 3 minutes 19 seconds before disconnecting the call. 1/31/16 at 4:26pm (PT) --> Ms. [redacted] held for 24 seconds before disconnecting the call.2/5/16 at 9:34am (PT) --> Ms. [redacted] held for 54 seconds before disconnecting the call.Z57 Resolution:Currently Ms. [redacted]'s SEM program has been canceled due to non-payment. That add-on program will remain canceled. If Ms. [redacted] would like to cancel her entire account she will still need to place a verbal cancellation with Z57 Client Development by calling 800-899-8148 x* Monday - Friday 6:30am - 4:30pm PT. Ms. [redacted] is still responsible for her overdue balance of 849.96.
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.
1. The response claims that the site was "Initially build on 03/03/16" this is incorrect - March 8th I received an email from [redacted] stating that he is still working on the case and said "I should be wrapping up with the majority of the work over the next day or two"March 14th I received another email from [redacted] stating that he is still working on the site and the "I was out of the office on Thursday and Friday sick which is why I did not get it over to you. I am currently working on finishing the rest of it. Also I did inquire about removing your email from the front of the page, we at this time do not have the ability to do that. So I have submitted to my products team that this be a feature we offer. I do appreciate your patience as I finish up the last bit of your site"On March 15th I received another email from [redacted] saying he had finished the work and that I should review the site.I immediately headed to the link and quickly realized the the bulk of the work had not been completed. [redacted] had basically taken their stock template and added my name and logo to it and ignored the entire list of customization and graphic changes we had discussed and that I had emailed him. On March 15th, realizing that I could not cover all the issues in an email I contacted their customer service and spoke to the rep that answered the phone. I spoke to the representative explained that none of the changes that I had requested had been completed and asked the representative to have [redacted] give me a call.On March 16th, when I did not receive a call back from [redacted] I contacted the customer service number and again spoke to the representative. The representative said that I had to talk to [redacted] and that the things [redacted] had promised such as changing the buy sell images on the home page & other graphics on my “Fully Customizable” site where not editable & that I was misinformed. I asked to speak to the supervisor and I was told [redacted] was the supervisor and that they would let him know to call me back. I did not receive a call back to I contacted z57 again on April 1st and again I was told that [redacted] was not available. I asked to speak to a different supervisor and the rep told me that I would have to speak to [redacted] because he was the one handling my site.On April 5th I called back and was told that [redacted] was still not available, I explained that the issue was with [redacted], the representative apologized and said she will notate the account to have a supervisor call me back.On April 6th I called back to cancel again because I had not received a call back and I was told that someone would definitely get back to me today.On April 8th I was billed again for 117.49 - site was still not live.On April 20th I received a call back from [redacted] telling me that she was calling me back regarding my cancellation request from April 6th. She apologized and told me that she was out of the office and could not call me back in time. She agreed that there was a failure on their end and said that her supervisor would not allow her to credit me unless I agreed to stay with them. I said that was unacceptable.2. In their response Z57 claims that I am not eligible for a refund of the hosting because that Fee is not tied to weather my site was live or not. That would be true if the site was completed to my specification. But considering that the site did not match the agreed upon specs that [redacted] and I had spoke of on our "Phone Design Consultation" and that no one contacted me to fix the issue in the entire one month span of me contacting the,. The site was not completed and the hosting of the incomplete site does not count as any services rendered. There was no additional contact via phone or email from [redacted] after my phone call on March 15th and no attempt on Z57's part to resolve my concerns.Finally, [redacted] repeatedly apologized and stated that there were clear notes in their system that I had called and requested a call back and apologized that neither [redacted] or she called me back for over one month. She also said numerous times that there were clear shortcoming on their end and that no matter how hard she tried, her supervisor was not allowing her to issue the credit unless "I agreed to let them fix their mistakes" by agreeing to stay with them for a minimums of 2 additional monthsAt the very least, I am due a credit for the $199 for the design which was never completed to specs and the last month fee of $117.49 because I called to cancel again on 4/6, was billed on 4/8 on and [redacted] did not call me back regarding my cancellation request until 4/20In conclusion, I request that you please re-open this case and request a minimum of a credit of 199.00 for design and setup and the last months payment of $117.49 for a total of $316.49. Since they credited me $40 for the two months discount, we can go ahead and subtract $20 from the $316.49 for a total credit of $296.49If they refuse to issue the credit, I would like the complaint to show that they did not offer a satisfactory resolution and that the customer is not satisfied.If you need me to forward you any of the emails I referenced above please let me know. I apologize for the long email, just wanted to provide you with all pertinent information.Best Regards, [redacted]
Mr. [redacted] did purchase a website and PropertyPulse account that does require work. This is not a "set it and forget" it product". He currently pays $138/month for an organic product. Z57 provides a lot of automation to take most of the work off of Mr. [redacted]'s plate but he is still required to spend about 2-3 hours a week working on his online marketing in order to generate results. Z57 is not a lead generation program, but we provide the tools necessary for agents to generate the leads. And we do not guarantee leads, and not all online leads will be valid. That is the nature of working with online leads. However, checking the latest 3 leads in the system, we see that the last 3 leads used the same email address that is tied to a social account online which means they are real people. In the back office clients can see the social profile picture and details (if public) and links to the social media profiles that use that email address. Attached the 3 screenshot examples with the identifying lead information blurred out. In the attached videos the Email Us button is a link that opens the user's email client which would need to be logged into. If Mr. [redacted] was not logged into his email account on his computer then the email us button would not work since it is a hyperlink. AttachedMr. [redacted] is not eligible for a refund and is currently under contract until June 2018. In order to cancel at the end of his contract he will need to make a verbal cancellation request with Client Development by calling 800-899-[redacted]
Ms. [redacted] signed up with Z57 with a one year contract on 10/11/2013. The agreement she signed on 10/14/2013 stated that she is responsible for 1 full year of services with Z57. If she canceled prior to that year she would still be responsible for payments for the remainder of the year. We have...
attached a copy of the electronic terms Ms. [redacted] signed as well an audit history with IP address time stamps for the signature. The client then completed a 1 hour Marketing Appointment on 11/1/2014 which is after the date she states she canceled in this complaint. The client then called in to cancel her services on 11/20/2014 due to "personal reasons" but a Client Development Representative let her know that she is in a one year contract and that if she canceled that day she would be responsible for the remainder of her contract in one lump sum. The client was not pleased with this answer but agreed to stay on board. Ms. [redacted] was then sent an email on 11/21/15 at 5:33pm that confirmed that she decided to keep her account open with Z57. The first line of the email reads:Thank you! We are pleased that you decided to continue your relationship with Z57 and reinstate
your Z57 program. Effective immediately, we have rescinded your 30 day cancellation request
and have re-enabled all features and services of your program. If for some reason you have
received this email in error, please contact us immediately so that we may rectify the situation. In order to cancel your account with Z57, you need to make the request via telephone to a Client Development Representative. As of today, Ms. [redacted] has not placed this call to cancel her services. Resolution:We will be more than happy to discontinue Ms. [redacted]'s account once she places a verbal cancellation request as per the terms and conditions by calling 800-899-8148 x5.
Ms. [redacted] signed up for a website/[redacted] package on 5/23/16 with a one year contract. Attached are the terms and conditions that show Ms. [redacted] is currently in a one year contract. It appears we attempted to merge her [redacted] pages on two separate occasions. Unfortunately, if the merge was...
unsuccessful then that is not something we can resolve or fix since that is done directly through [redacted] and we do not control [redacted]. We also do not guarantee leads from our system since Z57 is an organic product. In order to generate results, our clients will need to dedicate about 1 hour per week working the system along with the automation to see some results. Z57 Resolution:We would like to extend Ms. [redacted] a contract buyout offer. The contract buyout is $200. Ms. [redacted] would need to pay the $200 buyout to move her account to a month-to-month agreement. Then she will be able to cancel with only a 30 days notice. We look forward to a response.