Swapalease

To Whom It May Concern:First,I would like to apologize for continuing to send marketing emails after requesting not to receive additional emails.  Second, I would like to thank you for filing the complaint with the Revdex.com because it brought a system glitch to our attention that caused the issue....

 Our representatives acted accordingly in terms of the email removal request regarding both processing and documentation.  However, recent updates to our promotional email system contained a bug where in some circumstances an individual would still be sent emails after requesting otherwise.  Again we are sorry for any inconvenience this may have have caused, we take full responsibility for the problem, and we are thankful that this has helped us improve our systems for all users. Please let us know if anything further needs to be done to resolve this matter and/or close out this Revdex.com case.[redacted]EVP of OperationsSwapalease.com11224 Cornell Park DriveCincinnati, Ohio 45242T: 866-792-7669 ext. 1000E: [email protected]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:The proper address is:[redacted] 
[redacted]  [redacted] Please confirm receipt of actual address.  Thank you
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

To Whom It May Concern: First, I would like to apologize to the client for the lack of response to their emails requesting a full refund.  Second, I would like to remind the client that when they signed up for the lease listing that we make it very clear that we cannot guarantee transfer...

success and that we have a no refund policy.  Recall that this information was shared via telephone and through a confirmation email that was returned to us.  Third, in an effort to show good faith due to the client being in a tough situation I would like to propose a partial refund of $200.00.   Thank you and please advise.   Scot H. EVP of Operations   Swapalease.com 11224 Cornell Park Drive Cincinnati, Ohio 45242   T: ###-###-#### E: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I followed the advice of the company to the letter. There was never a call to inform me that my listing was being deactivated, furthermore my last logged call with my account rep was in June. I will not accept anything less than a full refund as this service did nothing... not a message from a potential lessee, not a phone call, not even a question about the car. If anyone reads the Revdex.com reviews (as I should have) they would see this company is a COMPLETE scam. I would like a full refund. 
Regards,
[redacted]

To Whom It May Concern:We are sorry that our services did not live up to the client's expectations.  Moreover we intend to review several of our internal policies to ensure that this type of situation does not occur again.  As a result we are willing to deviate from our standard no refund...

policy and offer a full refund as requested.  Please note that refunds may take up to five business days to process.Thank you and please contact me with any additional comments, concerns, and/or questions.[redacted]EVP of Operations[redacted]11224 Cornell Park DriveCincinnati, Ohio 45242[redacted]

To Whom It May Concern:As noted and detailed in my original response the claims of the Mr. [redacted] in his Revdex.com complaint are inaccurate.  As a matter of good faith and in an effort to close this matter I would be willing to refund the client down to our highest exposure package available online costing $199.95.  Said differently that would mean Mr. [redacted] would receive a refund of $600.05 even though he had previously agreed to and received a much higher exposure listing package purchased through our call center via telephone.  Please let me know if it makes sense to forward any email correspondence and/or a copy of the agreement signed by the client.Thank you and please advise. [redacted]EVP of Operations[redacted]Tell us why here...

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

To Whom It May Concern:First, I am sorry to hear that our customer experience did not meet the expectations of the client overall.  Second, I would like to apologize for our team not doing a better job of communicating the lease transfer policies of the company from whom the client leased their...

vehicle.  Third, Swapalease.com will be be making an exception to our standard no refund policy and refunding the client the entire $450 as noted in their “Desired Settlement” within the Revdex.com complaint.Please note that the refund may take up to 5 business days to process and that the funds will be credited back in the same form as the original payment was collected.Thank you and please contact me with any additional comments, concerns, and/or questions.[redacted]
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[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

To Whom It May Concern:Regardless of our differences of perspective on what actually happened in this case our records clearly indicate that Mr. [redacted] has been made whole on the $200.00.  We received a letter in mid March of 2016 from our credit card processor stating that a chargeback was...

requested by the cardholder for the full amount.  Subsequently in mid April 2016 we received word from our credit card processor that the cardholder was going to be credited in full as a result of the chargeback proceedings.  Considering it is now mid May it is likely that Mr. [redacted] has had his credit or refund for nearly 30 days at this point.  If by chance this did not happen we will be happy to research this matter further.Thank you and please feel free to contact me with any additional concerns or questions regarding this matter.[redacted]EVP of OperationsSwapalease.com[redacted]

To Whom It Concern:Please note that user privacy is important to us at Swapalease.com.  However, I will need to learn more in order to see if there is some sort of issue that needs to be  addressed in this case.  Of course for our system to work lease sellers will have to be contacted...

by potential lease buyers.  Moreover it does not seem out of the ordinary for potential lease buyer questions to be similar due to a common goal.  That being said, I am requesting that the client forward contact information for several of the buyers that may be an issue, so that we can investigate further.Thank you and please advise.[redacted]EVP of Operations[redacted]

To Whom It May Concern:Please note that we have not received any specific examples of correspondence problems or issues through the Revdex.com complaint system to review.Also note that we have a standard no refund policy that was agreed upon when signing up for the lease exit service.Regardless, I would be happy to investigate this matter further if provided some examples to research to see if an override to our standard no refund policy is merited.Thank you,[redacted]Swapalease.com

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

To Whom It May Concern: Please note that I have read Mr. [redacted] summary of his experience using Swapalease.com.  He spent $400.00 back on May 25th to advertise his [redacted] on our site for lease transfer including various listing upgrades for additional exposure.  He contacted us on...

June 20th claiming that our zip code search functionality was not working correctly.  In fact, system our notes indicate that he spoke with our office on 5 occasions that day to different representatives.  In addition to fielding his zip code search claim we made listing updates per his request and re-explained how to use the account management are of our site.  Our notes from that day indicate that he opted to “yell” at least one of our representatives for apparently no reason, too.  It should also be noted that his vehicle was displayed in over 10,000 searches and actually viewed by interested buyers nearly 200 times.   We take customer service very seriously at Swapalease.com and this is evidenced by the fact that we have been in business for the better part of 20 years.  We also take pride in being transparent and upfront about our various policies and procedures.  For instance, it would have been made abundantly clear to the client at signup that we cannot and do not guarantee a successful lease transfer when using our services.  Additionally, he was informed about our no refund policy.  Regardless, it is apparent that Mr. [redacted] is unsatisfied with his Swapalease.com experience.  Due to his dissatisfaction and our intention to show we are serious about customer service, we are willing to relax our standard and agreed upon no refund policy and offer him half of his money back totaling $200.00.   Thank you and please advise.   Scot H[redacted] EVP of Operations   Swapalease.com 11224 Cornell Park Drive Cincinnati, Ohio 45242   T: [redacted] E: [redacted]

First, we agree to the client’s request for a full refund of $150.00 and please allow 7 to 10 business days for the refund to be processed.  Second, I would like to address the client’s complaint on an itemized basis.“The company is a scam.”  Companies that are scams are generally not...

members of the Revdex.com and would not be in business nearly 20 years after being founded.We do not need the client’s permission to deactivate their listing due to inactivity by the client.  We simply request that lease sellers login at least one time every 30 days to keep their listings active.  This is done to ensure availability for lease buyers.  Additionally, if a listing falls into a deactivated status we would be happy to reactivate it through an email or phone call.Other than at least one search needing to occur in order for someone to click through to a detailed listing there is no direct relation between number of searches and actual listing views.We do not guarantee that a vehicle will successfully transfer within in any particular timeframe or ever for that matter and the same goes for interest in a particular vehicle.  I am unaware of any of our advertising stating that vehicles advertised on Swapalease will transfer in 60 days.Yes, we are a for profit business and we often recommend that additional exposure will help transfer a vehicle quicker due to being seen by more individuals.  Regardless, this does not equate to us being unwilling to make other recommendations and/or sharing our best practices to help successfully transfer leases. I sincerely wish that the client had a better experience using our services while I am also surprised by many of the issues noted in the complaint because they are simply not how we do business. Thank you and please contact me with any comments, concerns, and/or questions. Scot H[redacted]EVP of Operations Swapalease.com11224 Cornell Park DriveCincinnati, Ohio 45242 
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To Whom It May Concern:Please note that our records indicate that the client’s card has beed credited for the full disputed amount per his credit card company as previously noted.  Thank you and please let us know if anything additional needs to be done to finalize this case.[redacted]EVP of OperationsSwapalease.com[redacted]
[redacted]T: [redacted]E: [redacted]

To Whom It May Concern:Please note that we are surprised to learn that Mr. [redacted] did not have better success using our service to transfer the lease on his BMW.  Not only did his vehicle listing receive a large number of views, but also a registered Swapalease.com lease buyer appeared to...

show genuine interest in taking over the lease.  Moreover, a handful of calls to our customer service department and his specific account manager seemed to be productive, as well.We understand that Mr. [redacted] is requesting a full refund because our services did not live up to his expectations.  While at the same time we are sure that he recalls signing off on our no refund policy concerning listing and advertising fees.  Additionally, he noted in his complaint we do not guarantee success using our service which is our standard policy. Regardless, as a matter of good faith and to show that we are serious about customer service we are willing to deviate from our standard no refund policy.  We are willing to provide a full refund in exchange for a copy of the final BMW lease transfer documentation showing that the vehicle has been officially transferred through the proper channels.  Thank you and please advise.[redacted]EVP of OperationsSwapalease.com[redacted]
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