Zrecords every call specifically for training purposes and quality assuranceThe calls Ms [redacted] is referring to were recorded and reviewed prior to this responseMs [redacted] requested to cancel her account on March 23, She spoke to a representative in the Client Loyalty Department regarding the cancellation on March 31, and was explained the day noticeDuring the call on 3/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 ZThe representative stated clearly that if Ms [redacted] changed her mind regarding staying with Z57, she would need to call in to ZClient Development or the rep directly and alert ZThe client acknowledged that she understoodZthen waived the monthly support charge in April so the client's overdue balance is for May & JuneThe client was sent an email confirming that she agreed to stay on board with Zon April 1, at 5:34pmThe first paragraph of the email states:Thank you! We are pleased that you decided to continue your relationship with Zand reinstate your ZprogramEffective immediately, we have rescinded your day cancellation request and have re-enabled all features and services of your programIf for some reason you have received this email in error, please contact us immediately so that we may rectify the situationMs [redacted] then completed a minute one-on-one appointment on April 22, where she was provided marketing tips and tricks to improve her resultsDuring that call on 4/22/15, Ms [redacted] made no reference to the fact that she did not wish to continue her serviceShe then called in on 6/stating that she is still not happy and that she never agreed to keep her account during the call on 3/31/The cancellation was officially processed and the day notice began when Ms [redacted] called in on 6/ZResolution:Based off the recorded conversations Ms [redacted] had with Zrepresentatives, 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 mindShe is responsible for the two months of service and her cancellation date of 6/10/will standShe is still responsible for the day notice
Mr [redacted] signed up for the PropertyPulse Broker Premium product on 4/9/He e-signed Z57's terms and conditions on 4/9/where he agreed to the one year contract and that he would be liable for the full year of services even if he canceledIn the complaint, Mr [redacted] said that he was promised [redacted] business pages for his agents and that the page had an MLS feature where the user could search the MLS without leaving the pageThat is a true statement and the company business page as well as the agents business pages have the MLS feature embedded into their pages for users to search directly inside of [redacted] This can be viewed directly on their business page click on "More" then selecting Home SearchZResolution: Zwould like to ensure a solid relationship with Mr [redacted] especially since we can provide them with the service they are looking forWe have two options available:1) We can provide Mr [redacted] with a waive of months of his overdue balance if he agrees to stay on board with Z57.or2) Mr [redacted] can buy out of his one year contract so his account would go to a month-to-month agreementHe signed up on 4/9/with a $setupHe was also given the choice at that time to sign up for a Month to Month agreement for $but took the year contract optionWe would be more than happy to let him get out of the one year contract by paying the different ($200) between the month-to-month agreement and the one contract agreementThis will allow him place a cancellation request at any time without being liable for the remainder of the yearWe would also be willing to waive the day notice typically required to cancel.We look forward to Mr [redacted] 's response
ZResponse:Mr [redacted] purchased our upgraded website template on 3/3/for $The new site was initially built on 3/3/and we finished migrating all the content over from his previous site on 3/14/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/The client never approved the design which is why his site was never available onlineWe 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 receivedZResolution:Mr [redacted] was promised a month promotional pricing discount which wasn't correctly applied to his accountZowes a refund of $for his March and April website hosting since the $discount wasn't appliedHe 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 servicesMr [redacted] is not eligible for a refund of the $as he was shown the site he purchased ahead of time and we delivered that same siteThe site was fully completed on 3/14/and Mr [redacted] was notified at that timeAlso, Mr [redacted] owns his domain name through [redacted] and not through Zso he has full control over his domain name
Ms [redacted] signed up for a website/ [redacted] package on 5/23/with a one year contractAttached are the terms and conditions that show Ms [redacted] is currently in a one year contractIt appears we attempted to merge her [redacted] pages on two separate occasionsUnfortunately, 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 Zis an organic productIn order to generate results, our clients will need to dedicate about hour per week working the system along with the automation to see some resultsZResolution:We would like to extend Ms [redacted] a contract buyout offerThe contract buyout is $Ms [redacted] would need to pay the $buyout to move her account to a month-to-month agreementThen she will be able to cancel with only a days noticeWe look forward to a response
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 countryThe response they sent is one that is used over and over to respond to complaintsI hired them to generate leads for new clients in Real EstateI did not hire them to spam the over 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 was to assist us in obtaining followers on our [redacted] fan page and to gain new clientsWe 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 yearsZ-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 activityThis unwanted and unrequested activity resulted in many of my neighbors complaining to me and for the Nextdoor site to permanently ban me from their siteI was totally embarrassed and alarmedThese are my neighbors and friendsThe 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 programThe 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 thisI will also be letting the 170,agents of [redacted] about the actions of this company and the unprofessional way they conduct businessWe spent a good deal of time taking webinars and training to understand the products of Z- 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-is and help me educate other real estate agents on their lack of professionalism I realize that the months the service was provided is unrecoverablebut I am requesting the remaining months be credited backI 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]
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 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 youI am currently working on finishing the rest of itAlso I did inquire about removing your email from the front of the page, we at this time do not have the ability to do thatSo I have submitted to my products team that this be a feature we offerI 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 himOn 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 misinformedI 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 zagain 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 ***, 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 - 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 themI said that was unacceptableIn their response Zclaims that I am not eligible for a refund of the hosting because that Fee is not tied to weather my site was live or notThat 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 renderedThere 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 monthShe 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 additional monthsAt the very least, I am due a credit for the $for the design which was never completed to specs and the last month fee of $because I called to cancel again on 4/6, was billed on 4/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 for design and setup and the last months payment of $ for a total of $Since they credited me $for the two months discount, we can go ahead and subtract $from the $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 knowI apologize for the long email, just wanted to provide you with all pertinent information.Best Regards, [redacted]
Ms [redacted] is eligible for a full refund since she canceled within her day right of rescissionThe refund was processed by the Finance department on 4/Please allow around 3-business days for this to appear back on the credit cardWe 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 The company clearly mislead us with my business partner sitting right beside meThe salesman said qualified leadsWhy cant they produce the recording to us? We have not received or leads per month as they have statedWe have not received one not one qualified leadThe phone numbers aren't real the people we did contact had no recollection of filling out any form.We have no intention on paying this or any other payment to this company Regards, [redacted]
Ms [redacted] signed up for the PropertyPulse Elite package with a one year contract on 9/23/The signed contract is attached as well as the audit report that shows the email and IP address that viewed and signed the electronic terms and conditionsThe PropertyPulse Elite package comes with a website as automated posting to [redacted] Zwill build a business page if the client doesn't already have oneZalso has a email campaign that is designed to generate more likes to the business page from every lead in the systemMs [redacted] imported her [redacted] contacts on 10/6/and an email campaign to all those contacts went out on 10/requesting them to "Like" her [redacted] business pageMost clients that sign up do not have a large number of "Likes" when they start the program, but tools are in place to increase those numbersSince signing up, Ms [redacted] has either called or email customer service more than times requesting assistance with her program ranging in what to post, suggestions for website edits, billing questionsMs [redacted] even emailed in articles she asked us to post to her [redacted] business pageZResolution:Ms [redacted] signed up for the PropertyPulse Elite package with a one year contract on 9/23/The signed contract is attached as well as the audit report that shows the email and IP address that viewed and signed the electronic terms and conditionsThe PropertyPulse Elite package comes with a website as automated posting to [redacted] Zwill build a business page if the client doesn't already have oneZalso has a email campaign that is designed to generate more likes to the business page from every lead in the systemMs [redacted] imported her [redacted] contacts on 10/6/and an email campaign to all those contacts went out on 10/requesting them to "Like" her [redacted] business pageMost clients that sign up do not have a large number of "Likes" when they start the program, but tools are in place to increase those numbersCurrently, Ms [redacted] is now up to "Likes"Since signing up, Ms [redacted] has either called or email customer service more than times requesting assistance with her program ranging in what to post, suggestions for website edits, billing questionsMs [redacted] even emailed in articles she asked us to post to her [redacted] business pageZResolution:Since Ms [redacted] is unhappy with the product, we would like to offer her the option of a contract buyoutThe fee would change the contract from year to a month-to-month agreementMs [redacted] would then be able to cancel at anytime with a day noticeIn order to finalize the process, please call customer service at ###-###-#### and reference case # [redacted] Since Ms [redacted] is unhappy with the product, we would like to offer her the option of a contract buyoutThe fee would change the contract from year to a month-to-month agreementMs [redacted] would then be able to cancel at anytime with a day noticeIn order to finalize the process, please call customer service at ###-###-#### and reference case #
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 Zcan deal with the Federal Trade Commission for Deceptive Trade Patrice claimMy attorney advise me not the respond againThey will handle it Regards, [redacted] ***
Complaint ID: [redacted] ZResponse:Ms [redacted] signed up for a PropertyPulse account on 3/6/Her website was created and published to the internet on 3/7/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 changesWe see that Ms [redacted] spoke to service reps who informed her of this processZResolution: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 providedThis 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 templatesBecause this doesn’t seem like an appropriate fit for Ms***, we can waive the day notice and release her from the contract with a $contract buyout which turns her account into a Month-to-Month agreement In addition we can make June 1, the official cancellation date which means that Ms [redacted] would no longer be responsible for the July & August payments made on the accountIn order to do the buyout, Ms [redacted] can call into Customer service and pay the $and we would then waive the day notice and provide a refund for the July payment and a waive of the open August invoiceOr, we can charge the $charge for August and consider the July & August payment the $buyout and cancel the account immediatelyPlease have Ms [redacted] contact Customer Service and reference case # [redacted] to let us know which options she prefers
This was addressed directly with the client and we have refunded all monies paid and canceled the accountWe apologize for the experience that Ms [redacted] had with her sales repIt is not behavior we condone or deem appropriate
Zhas reviewed the response received by Mr [redacted] We stand by the fact that we did not misrepresent our product and servicesHe was told that he could have IDX on his [redacted] page which we added to his accountI have attached a screenshotIn order to move the order of the buttons, we would need to log directly into his [redacted] account, and this could have been done by his account manager We also have tons of reviews from past and current clients which are 100% accurate and true and were received by clients submitted their reviews on our website, [redacted] I also checked our call records and see that every time Mr [redacted] called Z57, his phone call was picked up in less than minutesI do see there were a few emails that Mr [redacted] sent when he replied to automated weekly emails that weren't responded tooThis is our error since the automated emails don't say Do Not Reply in the return addressHowever, this is not enough to release a client from contract At this point, we have shutdown Mr [redacted] 's account due to non payment so we will not pursue future charges from Mr [redacted] but we will still continue to try and collect the current past due balance of
Ms [redacted] placed her cancellation request late afternoon on Friday 5/Cancellations that occur within the days must be addressed by the sales rep so the request was sent to that departmentThe sales manager reached out to Ms [redacted] on 5/and processed the cancellation and submitted a full refundSo everything that Ms [redacted] is requesting has already been completed
ZResponse:Ms [redacted] signed up for our SEM traffic program on 4/24/on a month contractShe agreed to the Terms and Conditions for this product on 4/Line item #in the terms state:"To cancel service, you must contact ZClient Development via telephone at (800) 899-all cancellation requests must be verbally communicated directly to a ZClient Development representative."As a business, Zhas the right to determine and set a cancellation policyWe do not accept email cancellations because of security risksMs [redacted] should have had no issues calling the Client Development Department to place her requestThe average hold time for all clients is minutes or lessWe 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 and January The calls made in are listed below.1/8/at 12:18pm (PT) --> Ms [redacted] held for minutes seconds before disconnecting the call.1/8/at 12:21pm (PT) --> Ms [redacted] held for minutes seconds before disconnecting the call1/31/at 4:26pm (PT) --> Ms [redacted] held for seconds before disconnecting the call.2/5/at 9:34am (PT) --> Ms [redacted] held for seconds before disconnecting the call.ZResolution:Currently Ms***'s SEM program has been canceled due to non-paymentThat aprogram will remain canceledIf Ms [redacted] would like to cancel her entire account she will still need to place a verbal cancellation with ZClient Development by calling 800-899-x [redacted] Monday - Friday 6:30am - 4:30pm PTMs [redacted] is still responsible for her overdue balance of
[redacted] originally requested to cancel on 10/20/and her account was marked canceled at that timeThen on 11/11/she spoke with a client development rep and rescinded her day notice to cancelThe recorded phone call was reviewed and the client clearly stated that she agreed to keep her account activeThen on 11/12/at 5:30pm PT , the client was sent an email confirming that the day notice was rescinded and the account would remain activeThat email was successfully deliveredThe first paragraph of that email reads:"Thank you! We are pleased that you decided to continue your relationship with Zand reinstate your ZprogramEffective immediately, we have rescinded your day cancellation request and have re-enabled all features and services of your programIf for some reason you have received this email in error, please contact us immediately so that we may rectify the situation" ZResolution:As confirmed with the phone call and notes on the account, the client rescinded her cancellation request from 10/20/The client placed another cancellation request on 1/24/which will be her official cancellation date and start of her day notice [redacted] is still responsible for her overdue balance of $
ZResponse:Ms [redacted] signed up for a for a website/social package as well as the SEM program on 7/19/Attached are the signed Terms and Conditions of for each programMs [redacted] spent 1:min on the phone with her sales rep reviewing the two programs purchasedThe pricing of the website/social package was reviewed and clearly stated that it was $129/monthAfter Ms [redacted] stated her intention of purchasing the website/social package, her sales rep then shared the SEM program and stated that this was an upgrade product and the program was $in addition to the $129/monthAt that point, Ms [redacted] expressed her concern about paying more than $129/month, but said that she was unsureHer sales rep then discussed the traffic guarantee for her areas and said that if Zdidn't meet the traffic guarantee then she wouldn't be responsible for the monthly fee for SEMDuring that initial call, the sales rep also reviewed both the website and the SEM contracts separately and pointed out major points of the contractThe main point that the sales rep read aloud was #within the attached SEM contract:#"If Zdoes not deliver the guaranteed visits in any given month, I will not be charged the SEM fee of $for that monthI will still be bound to any remaining months in the contract"In addition, item #within the signed contract states:"I agree to pay a monthly SEM fee of $and understand that this fee will be billed in arrears to my credit card on fileThe SEM fee will be billed and payable monthly for the previous month's service."In addition, item #states:"I acknowledge the terms and conditions, including the monthly fees are in addition to this agreement of my original website agreement."ZResolution:Ms [redacted] was informed of the additional monthly fee by her sales rep and in the signed contractHowever, we realize that this is not how Ms [redacted] sees the situation and we want to come to a good resolution that is best for our clientHere is a solutions that we can offer:1) Change the month SEM contract to a month contract with no penalty to Ms [redacted] That means her contract would end after the completion of fully traffic cycles on 2/16/instead of the initial agreed upon monthsIn addition, we will provide Ms [redacted] two complimentary months of website hosting to help offset her monthly costThat means Ms [redacted] would not be charged her monthly website hosting fee of $until December 19, In order to take advantage of the free month and the change in SEM contract, please call our Client Development department at ###-###-#### and reference case # [redacted] Thank you
ZResponse:Mr [redacted] called in on 9/15/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 qualifiedHe did express his unhappiness in the Search Engine Marketing Program but didn't request to cancelOn 2/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 callThe 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/ That is a recurring charge of a month billed in advanced.You also signed up for Search Engine Marketing, on 7/2/for a 6-month agreement 1/2/would be the 6th month's billing date That is a recurring charge of $billed in arears.____________________________________________Mr [redacted] called us on 9/and spoke to a different service rep who scheduled him for an appointment with his SEM account managerMr [redacted] had to cancel that appointmentWe spoke to Mr [redacted] times between his call with [redacted] and him making the SEM cancellation request in FebruaryZResponse:As a business we do not provide internal recordings to outside partiesThat is a standard policy of most businesses who record calls for quality assurance and training purposesEven though Mr [redacted] didn't place his cancellation request of the SEM program until Feband it is billed in arrears so he is technically liable for the $overdue balance, we are willing to waive this final payment so ensure a clean end to our business relationshipWe wish him all the best of luck in the future
Zrecords every call specifically for training purposes and quality assuranceThe calls Ms [redacted] is referring to were recorded and reviewed prior to this responseMs [redacted] requested to cancel her account on March 23, She spoke to a representative in the Client Loyalty Department regarding the cancellation on March 31, and was explained the day noticeDuring the call on 3/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 ZThe representative stated clearly that if Ms [redacted] changed her mind regarding staying with Z57, she would need to call in to ZClient Development or the rep directly and alert ZThe client acknowledged that she understoodZthen waived the monthly support charge in April so the client's overdue balance is for May & JuneThe client was sent an email confirming that she agreed to stay on board with Zon April 1, at 5:34pmThe first paragraph of the email states:Thank you! We are pleased that you decided to continue your relationship with Zand reinstate your ZprogramEffective immediately, we have rescinded your day cancellation request and have re-enabled all features and services of your programIf for some reason you have received this email in error, please contact us immediately so that we may rectify the situationMs [redacted] then completed a minute one-on-one appointment on April 22, where she was provided marketing tips and tricks to improve her resultsDuring that call on 4/22/15, Ms [redacted] made no reference to the fact that she did not wish to continue her serviceShe then called in on 6/stating that she is still not happy and that she never agreed to keep her account during the call on 3/31/The cancellation was officially processed and the day notice began when Ms [redacted] called in on 6/ZResolution:Based off the recorded conversations Ms [redacted] had with Zrepresentatives, 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 mindShe is responsible for the two months of service and her cancellation date of 6/10/will standShe is still responsible for the day notice
Mr [redacted] signed up for the PropertyPulse Broker Premium product on 4/9/He e-signed Z57's terms and conditions on 4/9/where he agreed to the one year contract and that he would be liable for the full year of services even if he canceledIn the complaint, Mr [redacted] said that he was promised [redacted] business pages for his agents and that the page had an MLS feature where the user could search the MLS without leaving the pageThat is a true statement and the company business page as well as the agents business pages have the MLS feature embedded into their pages for users to search directly inside of [redacted] This can be viewed directly on their business page click on "More" then selecting Home SearchZResolution: Zwould like to ensure a solid relationship with Mr [redacted] especially since we can provide them with the service they are looking forWe have two options available:1) We can provide Mr [redacted] with a waive of months of his overdue balance if he agrees to stay on board with Z57.or2) Mr [redacted] can buy out of his one year contract so his account would go to a month-to-month agreementHe signed up on 4/9/with a $setupHe was also given the choice at that time to sign up for a Month to Month agreement for $but took the year contract optionWe would be more than happy to let him get out of the one year contract by paying the different ($200) between the month-to-month agreement and the one contract agreementThis will allow him place a cancellation request at any time without being liable for the remainder of the yearWe would also be willing to waive the day notice typically required to cancel.We look forward to Mr [redacted] 's response
ZResponse:Mr [redacted] purchased our upgraded website template on 3/3/for $The new site was initially built on 3/3/and we finished migrating all the content over from his previous site on 3/14/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/The client never approved the design which is why his site was never available onlineWe 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 receivedZResolution:Mr [redacted] was promised a month promotional pricing discount which wasn't correctly applied to his accountZowes a refund of $for his March and April website hosting since the $discount wasn't appliedHe 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 servicesMr [redacted] is not eligible for a refund of the $as he was shown the site he purchased ahead of time and we delivered that same siteThe site was fully completed on 3/14/and Mr [redacted] was notified at that timeAlso, Mr [redacted] owns his domain name through [redacted] and not through Zso he has full control over his domain name
Ms [redacted] signed up for a website/ [redacted] package on 5/23/with a one year contractAttached are the terms and conditions that show Ms [redacted] is currently in a one year contractIt appears we attempted to merge her [redacted] pages on two separate occasionsUnfortunately, 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 Zis an organic productIn order to generate results, our clients will need to dedicate about hour per week working the system along with the automation to see some resultsZResolution:We would like to extend Ms [redacted] a contract buyout offerThe contract buyout is $Ms [redacted] would need to pay the $buyout to move her account to a month-to-month agreementThen she will be able to cancel with only a days noticeWe look forward to a response
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 countryThe response they sent is one that is used over and over to respond to complaintsI hired them to generate leads for new clients in Real EstateI did not hire them to spam the over 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 was to assist us in obtaining followers on our [redacted] fan page and to gain new clientsWe 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 yearsZ-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 activityThis unwanted and unrequested activity resulted in many of my neighbors complaining to me and for the Nextdoor site to permanently ban me from their siteI was totally embarrassed and alarmedThese are my neighbors and friendsThe 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 programThe 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 thisI will also be letting the 170,agents of [redacted] about the actions of this company and the unprofessional way they conduct businessWe spent a good deal of time taking webinars and training to understand the products of Z- 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-is and help me educate other real estate agents on their lack of professionalism I realize that the months the service was provided is unrecoverablebut I am requesting the remaining months be credited backI 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]
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 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 youI am currently working on finishing the rest of itAlso I did inquire about removing your email from the front of the page, we at this time do not have the ability to do thatSo I have submitted to my products team that this be a feature we offerI 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 himOn 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 misinformedI 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 zagain 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 ***, 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 - 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 themI said that was unacceptableIn their response Zclaims that I am not eligible for a refund of the hosting because that Fee is not tied to weather my site was live or notThat 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 renderedThere 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 monthShe 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 additional monthsAt the very least, I am due a credit for the $for the design which was never completed to specs and the last month fee of $because I called to cancel again on 4/6, was billed on 4/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 for design and setup and the last months payment of $ for a total of $Since they credited me $for the two months discount, we can go ahead and subtract $from the $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 knowI apologize for the long email, just wanted to provide you with all pertinent information.Best Regards, [redacted]
Ms [redacted] is eligible for a full refund since she canceled within her day right of rescissionThe refund was processed by the Finance department on 4/Please allow around 3-business days for this to appear back on the credit cardWe 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 The company clearly mislead us with my business partner sitting right beside meThe salesman said qualified leadsWhy cant they produce the recording to us? We have not received or leads per month as they have statedWe have not received one not one qualified leadThe phone numbers aren't real the people we did contact had no recollection of filling out any form.We have no intention on paying this or any other payment to this company Regards, [redacted]
Ms [redacted] signed up for the PropertyPulse Elite package with a one year contract on 9/23/The signed contract is attached as well as the audit report that shows the email and IP address that viewed and signed the electronic terms and conditionsThe PropertyPulse Elite package comes with a website as automated posting to [redacted] Zwill build a business page if the client doesn't already have oneZalso has a email campaign that is designed to generate more likes to the business page from every lead in the systemMs [redacted] imported her [redacted] contacts on 10/6/and an email campaign to all those contacts went out on 10/requesting them to "Like" her [redacted] business pageMost clients that sign up do not have a large number of "Likes" when they start the program, but tools are in place to increase those numbersSince signing up, Ms [redacted] has either called or email customer service more than times requesting assistance with her program ranging in what to post, suggestions for website edits, billing questionsMs [redacted] even emailed in articles she asked us to post to her [redacted] business pageZResolution:Ms [redacted] signed up for the PropertyPulse Elite package with a one year contract on 9/23/The signed contract is attached as well as the audit report that shows the email and IP address that viewed and signed the electronic terms and conditionsThe PropertyPulse Elite package comes with a website as automated posting to [redacted] Zwill build a business page if the client doesn't already have oneZalso has a email campaign that is designed to generate more likes to the business page from every lead in the systemMs [redacted] imported her [redacted] contacts on 10/6/and an email campaign to all those contacts went out on 10/requesting them to "Like" her [redacted] business pageMost clients that sign up do not have a large number of "Likes" when they start the program, but tools are in place to increase those numbersCurrently, Ms [redacted] is now up to "Likes"Since signing up, Ms [redacted] has either called or email customer service more than times requesting assistance with her program ranging in what to post, suggestions for website edits, billing questionsMs [redacted] even emailed in articles she asked us to post to her [redacted] business pageZResolution:Since Ms [redacted] is unhappy with the product, we would like to offer her the option of a contract buyoutThe fee would change the contract from year to a month-to-month agreementMs [redacted] would then be able to cancel at anytime with a day noticeIn order to finalize the process, please call customer service at ###-###-#### and reference case # [redacted] Since Ms [redacted] is unhappy with the product, we would like to offer her the option of a contract buyoutThe fee would change the contract from year to a month-to-month agreementMs [redacted] would then be able to cancel at anytime with a day noticeIn order to finalize the process, please call customer service at ###-###-#### and reference case #
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 Zcan deal with the Federal Trade Commission for Deceptive Trade Patrice claimMy attorney advise me not the respond againThey will handle it Regards, [redacted] ***
Complaint ID: [redacted] ZResponse:Ms [redacted] signed up for a PropertyPulse account on 3/6/Her website was created and published to the internet on 3/7/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 changesWe see that Ms [redacted] spoke to service reps who informed her of this processZResolution: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 providedThis 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 templatesBecause this doesn’t seem like an appropriate fit for Ms***, we can waive the day notice and release her from the contract with a $contract buyout which turns her account into a Month-to-Month agreement In addition we can make June 1, the official cancellation date which means that Ms [redacted] would no longer be responsible for the July & August payments made on the accountIn order to do the buyout, Ms [redacted] can call into Customer service and pay the $and we would then waive the day notice and provide a refund for the July payment and a waive of the open August invoiceOr, we can charge the $charge for August and consider the July & August payment the $buyout and cancel the account immediatelyPlease have Ms [redacted] contact Customer Service and reference case # [redacted] to let us know which options she prefers
Hello-Zsolutions has refunded my $Thank you for your help [redacted]
This was addressed directly with the client and we have refunded all monies paid and canceled the accountWe apologize for the experience that Ms [redacted] had with her sales repIt is not behavior we condone or deem appropriate
Zhas reviewed the response received by Mr [redacted] We stand by the fact that we did not misrepresent our product and servicesHe was told that he could have IDX on his [redacted] page which we added to his accountI have attached a screenshotIn order to move the order of the buttons, we would need to log directly into his [redacted] account, and this could have been done by his account manager We also have tons of reviews from past and current clients which are 100% accurate and true and were received by clients submitted their reviews on our website, [redacted] I also checked our call records and see that every time Mr [redacted] called Z57, his phone call was picked up in less than minutesI do see there were a few emails that Mr [redacted] sent when he replied to automated weekly emails that weren't responded tooThis is our error since the automated emails don't say Do Not Reply in the return addressHowever, this is not enough to release a client from contract At this point, we have shutdown Mr [redacted] 's account due to non payment so we will not pursue future charges from Mr [redacted] but we will still continue to try and collect the current past due balance of
Ms [redacted] placed her cancellation request late afternoon on Friday 5/Cancellations that occur within the days must be addressed by the sales rep so the request was sent to that departmentThe sales manager reached out to Ms [redacted] on 5/and processed the cancellation and submitted a full refundSo everything that Ms [redacted] is requesting has already been completed
ZResponse:Ms [redacted] signed up for our SEM traffic program on 4/24/on a month contractShe agreed to the Terms and Conditions for this product on 4/Line item #in the terms state:"To cancel service, you must contact ZClient Development via telephone at (800) 899-all cancellation requests must be verbally communicated directly to a ZClient Development representative."As a business, Zhas the right to determine and set a cancellation policyWe do not accept email cancellations because of security risksMs [redacted] should have had no issues calling the Client Development Department to place her requestThe average hold time for all clients is minutes or lessWe 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 and January The calls made in are listed below.1/8/at 12:18pm (PT) --> Ms [redacted] held for minutes seconds before disconnecting the call.1/8/at 12:21pm (PT) --> Ms [redacted] held for minutes seconds before disconnecting the call1/31/at 4:26pm (PT) --> Ms [redacted] held for seconds before disconnecting the call.2/5/at 9:34am (PT) --> Ms [redacted] held for seconds before disconnecting the call.ZResolution:Currently Ms***'s SEM program has been canceled due to non-paymentThat aprogram will remain canceledIf Ms [redacted] would like to cancel her entire account she will still need to place a verbal cancellation with ZClient Development by calling 800-899-x [redacted] Monday - Friday 6:30am - 4:30pm PTMs [redacted] is still responsible for her overdue balance of
[redacted] originally requested to cancel on 10/20/and her account was marked canceled at that timeThen on 11/11/she spoke with a client development rep and rescinded her day notice to cancelThe recorded phone call was reviewed and the client clearly stated that she agreed to keep her account activeThen on 11/12/at 5:30pm PT , the client was sent an email confirming that the day notice was rescinded and the account would remain activeThat email was successfully deliveredThe first paragraph of that email reads:"Thank you! We are pleased that you decided to continue your relationship with Zand reinstate your ZprogramEffective immediately, we have rescinded your day cancellation request and have re-enabled all features and services of your programIf for some reason you have received this email in error, please contact us immediately so that we may rectify the situation" ZResolution:As confirmed with the phone call and notes on the account, the client rescinded her cancellation request from 10/20/The client placed another cancellation request on 1/24/which will be her official cancellation date and start of her day notice [redacted] is still responsible for her overdue balance of $
ZResponse:Ms [redacted] signed up for a for a website/social package as well as the SEM program on 7/19/Attached are the signed Terms and Conditions of for each programMs [redacted] spent 1:min on the phone with her sales rep reviewing the two programs purchasedThe pricing of the website/social package was reviewed and clearly stated that it was $129/monthAfter Ms [redacted] stated her intention of purchasing the website/social package, her sales rep then shared the SEM program and stated that this was an upgrade product and the program was $in addition to the $129/monthAt that point, Ms [redacted] expressed her concern about paying more than $129/month, but said that she was unsureHer sales rep then discussed the traffic guarantee for her areas and said that if Zdidn't meet the traffic guarantee then she wouldn't be responsible for the monthly fee for SEMDuring that initial call, the sales rep also reviewed both the website and the SEM contracts separately and pointed out major points of the contractThe main point that the sales rep read aloud was #within the attached SEM contract:#"If Zdoes not deliver the guaranteed visits in any given month, I will not be charged the SEM fee of $for that monthI will still be bound to any remaining months in the contract"In addition, item #within the signed contract states:"I agree to pay a monthly SEM fee of $and understand that this fee will be billed in arrears to my credit card on fileThe SEM fee will be billed and payable monthly for the previous month's service."In addition, item #states:"I acknowledge the terms and conditions, including the monthly fees are in addition to this agreement of my original website agreement."ZResolution:Ms [redacted] was informed of the additional monthly fee by her sales rep and in the signed contractHowever, we realize that this is not how Ms [redacted] sees the situation and we want to come to a good resolution that is best for our clientHere is a solutions that we can offer:1) Change the month SEM contract to a month contract with no penalty to Ms [redacted] That means her contract would end after the completion of fully traffic cycles on 2/16/instead of the initial agreed upon monthsIn addition, we will provide Ms [redacted] two complimentary months of website hosting to help offset her monthly costThat means Ms [redacted] would not be charged her monthly website hosting fee of $until December 19, In order to take advantage of the free month and the change in SEM contract, please call our Client Development department at ###-###-#### and reference case # [redacted] Thank you
ZResponse:Mr [redacted] called in on 9/15/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 qualifiedHe did express his unhappiness in the Search Engine Marketing Program but didn't request to cancelOn 2/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 callThe 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/ That is a recurring charge of a month billed in advanced.You also signed up for Search Engine Marketing, on 7/2/for a 6-month agreement 1/2/would be the 6th month's billing date That is a recurring charge of $billed in arears.____________________________________________Mr [redacted] called us on 9/and spoke to a different service rep who scheduled him for an appointment with his SEM account managerMr [redacted] had to cancel that appointmentWe spoke to Mr [redacted] times between his call with [redacted] and him making the SEM cancellation request in FebruaryZResponse:As a business we do not provide internal recordings to outside partiesThat is a standard policy of most businesses who record calls for quality assurance and training purposesEven though Mr [redacted] didn't place his cancellation request of the SEM program until Feband it is billed in arrears so he is technically liable for the $overdue balance, we are willing to waive this final payment so ensure a clean end to our business relationshipWe wish him all the best of luck in the future