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]
Screenshots are attached of the client's Google Analytics account that shows how much paid and organic traffic he received during each traffic cycle. His traffic started on 5/5/2016 which means his traffic cycle is always the 5th-4th. He was guaranteed 220 paid and organic visitors to the website each traffic cycle. Mr. [redacted] pointed his domain away from his Z57 website on 8/16/16 which is in the middle of his current traffic cycle. This action is in direct violation of his SEM contract as a full traffic cycle wasn't completed so Mr. [redacted] isn't eligible for a refund of the $299 paid for the Aug 5th - Sept 4th traffic cycle even though he only received 160 visitors. We reviewed his initial phone call again and the sales rep clearly said the program guaranteed 220 visitors and the average clients sees a 5-10% lead conversion rate from that. We do not guarantee the 5-10% lead conversion as that is what the average client receives. Some receive less and other receive more which is why it is sold as an average. Attached is a screenshot of Mr. [redacted]'s leads. We have blurred out contact information and the leads last name in case this is displayed publicly. The leads that have the red SEM tag come directly from the paid traffic portion of the SEM program. The SEM program also does some SEO elements and those leads would come in organically and wouldn't have the SEM tag. Resolution:The client is still liable for his 12 month SEM contract as we have fulfilled our portion. If the client cancels then he will be responsible for the remaining months of his contract at one lump sum.
Ms. [redacted] placed her cancellation request late afternoon on Friday 5/6. Cancellations that occur within the 3 days must be addressed by the sales rep so the request was sent to that department. The sales manager reached out to Ms. [redacted] on 5/9 and processed the cancellation and submitted a...
full refund. So everything that Ms. [redacted] is requesting has already been completed.
Majority of MLS boards require a broker signature in order to provide IDX on an agent website. This is standard in the industry and if a Realtor went to any website vendor they would have to complete the same paperwork and the same process. This is rules dictated by the MLS and not by Z57. We do inform the client that they must complete IDX paperwork in order to obtain the home search but this information is considered a courtesy since it is an industry standard practice and a rule in place for any website company and real estate agent. Ms. [redacted] signed up in April and the website was canceled in June so she was not a client long enough to see results. Her account is a website and social media package that depends on organic results and does require interaction and effort from the client in order to see results. Ms. [redacted] did not sign up for a paid traffic program that automatically generated leads with no effort. Overall, we do not guarantee results and we do not promise full refunds if no results are generated.Resolution:The initial offer still stands. The account is canceled and there will be no additional bills from Z57. Ms. [redacted] is not eligible for a refund of her setup fee as her website.
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.
Could you please tell me where I am with this dispute...I thought that Z57 had agreed to refund me 929.91(and I accepted). I have not seen this amount from them and don't know how they will be refunding it to me.In the mean time...they have rebilled by credit card for the double charge they put on my account in Oct and Nov 2015I paid for my entire contract up front and then they started charging me monthly. I called them and they agreed it was an error and they said they refunded my [redacted] card. The refund never showed up on my card and I had to contact [redacted] to do a dispute. The charge is now back on my account Z57 request.... How do I go about disputing this with you....I have attached my recent [redacted] chargeThanks, [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.This is [redacted]'s daughter writing. [redacted] doesn't have an email contact list. She is 83 years old and isn't internet savvy. She did not understand what she signed up for. [redacted] has not called z57 20 times and will be happy to show her phone records. She does not even understand the difference between a web page and a [redacted] page. This company has complaints that on a month to month basis they will end the contract within 30 days. People state that the company refuses to end and continues to bill. I want the company to consider that her 30 day notice has already occurred back on March 3rd, 2017 so please cease and desist. There is an open case from elderly abuse regarding this.
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 reviewed my account and also called the credit card company. there has not been a refund to my account in that amount. The only refunds I have been given are from another dispute where z57 double charged me. I would like Z57 to review their records and send documentation of the transaction so that I may forward it to my credit card company.
Regards,
[redacted]
Ms. [redacted] signed up on 1/19/2017. She then requested to cancel on 8/3/17 invoking the $200 buyout option. However, she is currently in the middle of the billing cycle and we do require a 30 day notice. The contract buyout moves the agreement from a 1 year contract to a month-to-month...
agreement then a 30 day notice is provided. Based on the timing of the call, Ms. [redacted] would be responsible for the payment on 8/18/17. Z57 Resolution: Even though Ms. [redacted] is ineligible for a waive of the 30 day notice, we will still provide one. We apologize that you feel misled on the program and our best clients only need to dedicate 1-3 hours per week to see results. We wish her all the best of luck in her online marketing and hopes she finds the right solution for her.
This was addressed directly with the client and we have refunded all monies paid and canceled the account. We apologize for the experience that Ms. [redacted] had with her sales rep. It is not behavior we condone or deem appropriate.
Ms. [redacted] signed up for a PropertyPulse account plus an Search Engine Marketing (SEM) program on 7/10/17 both under a 1 year contract. She agreed to terms and conditions for the PropertyPulse account on 7/11/17 and the SEM program on 7/12/17. The SEM program guarantees a certain numbers of paid and...
organic visitors to the site each traffic cycle. Ms. [redacted] was guaranteed 228 visitors each cycle for an additional $299.99/month. The program only guarantees website visitors and does not guarantee lead generation. A visitor is defined as someone who visits a website during a specified period of time. A visitor does not need to leave their contact information to be counted as a visitor.In the attached contract, please refer to #1:"I understand that the SEM fee guarantees me a minimum number of visits each month, which will be a combination of paid and organic traffic. The minimum number of visits are detailed in the SEM Program Details email."The SEM Program details email was sent to Ms. [redacted] at 7/11/17 at 12:59pm PT to the email address we have on file. Ms. [redacted]'s traffic for the SEM program started on 7/26/17 so she has only completed 1 full traffic cycle. Within that cycle, Ms. [redacted] received 232 paid and organic website visitors so the guarantee was met. In addition to the guaranteed number of visitors, our average client receives about a 5% or more lead conversion rate. Within Ms. [redacted]'s first month, she received 13 SEM leads which would be about a 6% lead conversion. Ms. [redacted] has already received 7 SEM leads, 10 leads total in her current traffic cycle. Resolution:Ms. [redacted] is currently in a 1 year contract for both her SEM program and her website package. In order to process a cancellation prior to the end of the contract she would need to adhere to the early termination penalties for doing so:1)Early Termination Website Fee = $200 + the 30 day notice2)Early Termination SEM Fee = 50% of the remaining balance paid in one lump sumTotal necessary to terminate the contract early: $1,831.06 (see breakdown below)$1,499.95(SEM Fee)+$200(Website Fee)+$131.11(30 day notice) = $1,831.06
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.
Regards,
[redacted]
They were notify and they disregarded it. They are corresponding with through my email believing it is one way communication the real reason they want me to call is to have a hard sale person twist my push me. Email communication are two way and since they did receive and acknowledge me by giving me a case number they assumed it was me and not someone else. I owe them nothing nothing going forward I have contacted council and was advised to go to the FTC if this is not resolved
Z57 Response:Ms. [redacted] signed up for a Elite package on 2/11/16. She signed up for a one year contract which is attached. Also attached is the audit history of the electronic signature which shows the email address that opened and signed the agreement as well as the IP address associated. After...
reviewing the recorded sales presentation it is confirmed that the sales rep verbally confirmed the 1 year contract with Ms. [redacted] during the sales presentation and she confirmed she understood. He also went through her through all the other major items of the contract including the $25 admin fee charged clients who opt to do a split setup payment (Payment is charged over two months instead of in one lump sum), the cancellation policy and copyright infringement. Ms. [redacted] was not signed up with IDX at the point of sale. Ms. [redacted] was told during her sales presentation that we can setup IDX on her MLS board with a direct fee of $10 from RealComp and a $10 pass thru fee charged by Z57, which would be an additional $20 per month. Ms. [redacted] opted out of this so the showed Ms. [redacted] several examples of framed in solutions that use the standard RE/MAX home search. Ms. [redacted] was not only verbally shown this information but also visually shown the framed in search using a Join.me presentation. After purchasing the product, Ms. [redacted] said she would like to transfer the domain that she had been using with Web.com. Any time you make an update the DNS (Domain Name Servers) to publish a new site there may be a change or drop in Google rankings. That would happen with any company that makes a change to the DNS. The initial website we provide is always the basic one and Ms. [redacted] would need to work with customer service to add on any of the custom information she wanted. This information was clearly communicated to her during the onboarding call. She was also on the phone with a onboarding rep when her site was published to the internet and agreed to that. SEO optimization does take time and we always quote worst case scenarios and it can take 6-10 weeks for a site to be re-indexed by Google and more time to regain previous ranking. Overall we provided Ms. [redacted] with the service she was sold. Z57 Resolution:Z57 provided all the correct expectations to Ms. [redacted] so she is ineligible for a refund. Her account was shutdown to do non-payment so her account currently has a past due balance of $409.48 which she is still liable for. We have still never received a cancellation phone call from Ms. [redacted] so she will be responsible for payments when her account was still active.
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]
Screenshots are attached of the client's Google Analytics account that shows how much paid and organic traffic he received during each traffic cycle. His traffic started on 5/5/2016 which means his traffic cycle is always the 5th-4th. He was guaranteed 220 paid and organic visitors to the website each traffic cycle. Mr. [redacted] pointed his domain away from his Z57 website on 8/16/16 which is in the middle of his current traffic cycle. This action is in direct violation of his SEM contract as a full traffic cycle wasn't completed so Mr. [redacted] isn't eligible for a refund of the $299 paid for the Aug 5th - Sept 4th traffic cycle even though he only received 160 visitors. We reviewed his initial phone call again and the sales rep clearly said the program guaranteed 220 visitors and the average clients sees a 5-10% lead conversion rate from that. We do not guarantee the 5-10% lead conversion as that is what the average client receives. Some receive less and other receive more which is why it is sold as an average. Attached is a screenshot of Mr. [redacted]'s leads. We have blurred out contact information and the leads last name in case this is displayed publicly. The leads that have the red SEM tag come directly from the paid traffic portion of the SEM program. The SEM program also does some SEO elements and those leads would come in organically and wouldn't have the SEM tag. Resolution:The client is still liable for his 12 month SEM contract as we have fulfilled our portion. If the client cancels then he will be responsible for the remaining months of his contract at one lump sum.
Ms. [redacted] placed her cancellation request late afternoon on Friday 5/6. Cancellations that occur within the 3 days must be addressed by the sales rep so the request was sent to that department. The sales manager reached out to Ms. [redacted] on 5/9 and processed the cancellation and submitted a...
full refund. So everything that Ms. [redacted] is requesting has already been completed.
Majority of MLS boards require a broker signature in order to provide IDX on an agent website. This is standard in the industry and if a Realtor went to any website vendor they would have to complete the same paperwork and the same process. This is rules dictated by the MLS and not by Z57. We do inform the client that they must complete IDX paperwork in order to obtain the home search but this information is considered a courtesy since it is an industry standard practice and a rule in place for any website company and real estate agent. Ms. [redacted] signed up in April and the website was canceled in June so she was not a client long enough to see results. Her account is a website and social media package that depends on organic results and does require interaction and effort from the client in order to see results. Ms. [redacted] did not sign up for a paid traffic program that automatically generated leads with no effort. Overall, we do not guarantee results and we do not promise full refunds if no results are generated.Resolution:The initial offer still stands. The account is canceled and there will be no additional bills from Z57. Ms. [redacted] is not eligible for a refund of her setup fee as her website.
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.
Could you please tell me where I am with this dispute...I thought that Z57 had agreed to refund me 929.91(and I accepted). I have not seen this amount from them and don't know how they will be refunding it to me.In the mean time...they have rebilled by credit card for the double charge they put on my account in Oct and Nov 2015I paid for my entire contract up front and then they started charging me monthly. I called them and they agreed it was an error and they said they refunded my [redacted] card. The refund never showed up on my card and I had to contact [redacted] to do a dispute. The charge is now back on my account Z57 request.... How do I go about disputing this with you....I have attached my recent [redacted] chargeThanks, [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.This is [redacted]'s daughter writing. [redacted] doesn't have an email contact list. She is 83 years old and isn't internet savvy. She did not understand what she signed up for. [redacted] has not called z57 20 times and will be happy to show her phone records. She does not even understand the difference between a web page and a [redacted] page. This company has complaints that on a month to month basis they will end the contract within 30 days. People state that the company refuses to end and continues to bill. I want the company to consider that her 30 day notice has already occurred back on March 3rd, 2017 so please cease and desist. There is an open case from elderly abuse regarding this.
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 reviewed my account and also called the credit card company. there has not been a refund to my account in that amount. The only refunds I have been given are from another dispute where z57 double charged me. I would like Z57 to review their records and send documentation of the transaction so that I may forward it to my credit card company.
Regards,
[redacted]
Ms. [redacted] signed up on 1/19/2017. She then requested to cancel on 8/3/17 invoking the $200 buyout option. However, she is currently in the middle of the billing cycle and we do require a 30 day notice. The contract buyout moves the agreement from a 1 year contract to a month-to-month...
agreement then a 30 day notice is provided. Based on the timing of the call, Ms. [redacted] would be responsible for the payment on 8/18/17. Z57 Resolution: Even though Ms. [redacted] is ineligible for a waive of the 30 day notice, we will still provide one. We apologize that you feel misled on the program and our best clients only need to dedicate 1-3 hours per week to see results. We wish her all the best of luck in her online marketing and hopes she finds the right solution for her.
This was addressed directly with the client and we have refunded all monies paid and canceled the account. We apologize for the experience that Ms. [redacted] had with her sales rep. It is not behavior we condone or deem appropriate.
Ms. [redacted] signed up for a PropertyPulse account plus an Search Engine Marketing (SEM) program on 7/10/17 both under a 1 year contract. She agreed to terms and conditions for the PropertyPulse account on 7/11/17 and the SEM program on 7/12/17. The SEM program guarantees a certain numbers of paid and...
organic visitors to the site each traffic cycle. Ms. [redacted] was guaranteed 228 visitors each cycle for an additional $299.99/month. The program only guarantees website visitors and does not guarantee lead generation. A visitor is defined as someone who visits a website during a specified period of time. A visitor does not need to leave their contact information to be counted as a visitor.In the attached contract, please refer to #1:"I understand that the SEM fee guarantees me a minimum number of visits each month, which will be a combination of paid and organic traffic. The minimum number of visits are detailed in the SEM Program Details email."The SEM Program details email was sent to Ms. [redacted] at 7/11/17 at 12:59pm PT to the email address we have on file. Ms. [redacted]'s traffic for the SEM program started on 7/26/17 so she has only completed 1 full traffic cycle. Within that cycle, Ms. [redacted] received 232 paid and organic website visitors so the guarantee was met. In addition to the guaranteed number of visitors, our average client receives about a 5% or more lead conversion rate. Within Ms. [redacted]'s first month, she received 13 SEM leads which would be about a 6% lead conversion. Ms. [redacted] has already received 7 SEM leads, 10 leads total in her current traffic cycle. Resolution:Ms. [redacted] is currently in a 1 year contract for both her SEM program and her website package. In order to process a cancellation prior to the end of the contract she would need to adhere to the early termination penalties for doing so:1)Early Termination Website Fee = $200 + the 30 day notice2)Early Termination SEM Fee = 50% of the remaining balance paid in one lump sumTotal necessary to terminate the contract early: $1,831.06 (see breakdown below)$1,499.95(SEM Fee)+$200(Website Fee)+$131.11(30 day notice) = $1,831.06
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.
Regards,
[redacted]
They were notify and they disregarded it. They are corresponding with through my email believing it is one way communication the real reason they want me to call is to have a hard sale person twist my push me. Email communication are two way and since they did receive and acknowledge me by giving me a case number they assumed it was me and not someone else. I owe them nothing nothing going forward I have contacted council and was advised to go to the FTC if this is not resolved
Z57 Response:Ms. [redacted] signed up for a Elite package on 2/11/16. She signed up for a one year contract which is attached. Also attached is the audit history of the electronic signature which shows the email address that opened and signed the agreement as well as the IP address associated. After...
reviewing the recorded sales presentation it is confirmed that the sales rep verbally confirmed the 1 year contract with Ms. [redacted] during the sales presentation and she confirmed she understood. He also went through her through all the other major items of the contract including the $25 admin fee charged clients who opt to do a split setup payment (Payment is charged over two months instead of in one lump sum), the cancellation policy and copyright infringement. Ms. [redacted] was not signed up with IDX at the point of sale. Ms. [redacted] was told during her sales presentation that we can setup IDX on her MLS board with a direct fee of $10 from RealComp and a $10 pass thru fee charged by Z57, which would be an additional $20 per month. Ms. [redacted] opted out of this so the showed Ms. [redacted] several examples of framed in solutions that use the standard RE/MAX home search. Ms. [redacted] was not only verbally shown this information but also visually shown the framed in search using a Join.me presentation. After purchasing the product, Ms. [redacted] said she would like to transfer the domain that she had been using with Web.com. Any time you make an update the DNS (Domain Name Servers) to publish a new site there may be a change or drop in Google rankings. That would happen with any company that makes a change to the DNS. The initial website we provide is always the basic one and Ms. [redacted] would need to work with customer service to add on any of the custom information she wanted. This information was clearly communicated to her during the onboarding call. She was also on the phone with a onboarding rep when her site was published to the internet and agreed to that. SEO optimization does take time and we always quote worst case scenarios and it can take 6-10 weeks for a site to be re-indexed by Google and more time to regain previous ranking. Overall we provided Ms. [redacted] with the service she was sold. Z57 Resolution:Z57 provided all the correct expectations to Ms. [redacted] so she is ineligible for a refund. Her account was shutdown to do non-payment so her account currently has a past due balance of $409.48 which she is still liable for. We have still never received a cancellation phone call from Ms. [redacted] so she will be responsible for payments when her account was still active.