The Connor Group, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 I have provided dates, times and individuals I spoke to and absolutely discussed my unhappiness with the Blue Book program; for the Blue Book to say they have no record of this is really disappointing and is totally inaccurate.  I spoke to three different individuals; some of them two or three times so I do not accept their information as valid.  The essence of it is, Blue Book did cancel my program for the calendar year of 2017 and though I appreciate it, I feel that many months passed before anyone paid any attention to my concerns and now that they say they have no record of me calling is further disappointment.  Had I not contacted the Revdex.com, I do not believe my concerns or ongoing complaints would have been paid attention to by them.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The Blue Book Building and Construction Network has been in business since 1913 and find it distressful that a complaint has been filed against us.Due to the fact that this is a current -2017 customer, I asked our Customer Success Department to research this further since they...

are the contact avenue for current customers that are experiencing problems or have questions.  I heard back from the Manager of Customer Success that the customer had been contacted by Edie D[redacted] - the sales representative on 2/**/17and that a meeting had been scheduled for 3/*/17.  The meeting was cancelled due to the fact that Stephanie (from Elite Marble and Granite) would not be able to attend.The meeting was re-scheduled and took place on 3/**/17 between Edie D[redacted] (Blue Book Sales Rep), Stephanie D** S[redacted] and Richard (from Elite Marble and Granite).  During the meeting, the customer was shown how to open plans, which was what was stated in the complaint.  They also were shown how to properly navigate within the system.  According to the Sales Rep - Edie D[redacted], the customer was satisfied with what they learned during the meeting.At this time, we feel that the customer's problem has been resolved and no further action is required.

This is in response to complaint#[redacted] - [redacted]The Blue Book Network has been in business since 1913 and take great pride in providing excellent customer service for our customers, thus we find it disturbing that a complaint has been filed against us.In regards to...

the claim that the customer was never told it was a two year contract, and a screen was slid in front of him to sign, it is true that the customer did sign an electronic order, but it is quite clear on both pages that it is a two year contract.  I have added a copy of the contract as well to show this.  On the actual page that is signed, it states "[redacted]" - This statement is directly above the signature box.In regards to the issues with the bids, bids are sent to customers either directly by a contractor or they can bid on them if they are open to bid.  Documents for jobs are loaded onto our system within 24 hours of receipt.  We don't have any control of when a bid is due or when the person requesting bids will send us the info to put out there.  The entire bidding process is normally a very tight window on most bids, therefore one to two days in not abnormal.Unfortunately, we do not guarantee jobs from our information.  The customer is purchasing exposure on our network, premium placement within our network, a proview for their company, inclusion in magazine, etc., not only bidding opportunities.  It is an all-inclusive service.I have sent a copy of this complaint to our Customer Success department and I also do know that the customer has called there twice already.  They have been in contact with the sales person and I know that he has tried twice to contact the customer, I believe without any success.  The  best way for this customer to rectify this situation is for him to call back the sales person.

This following is in response to the Better Business complaint #[redacted] - Saugus Overhead DoorsPlease be advised that we are deeply concerned that a complaint has been filed against our company due to the fact that we take great pride in providing outstanding customer service to our...

customers.As stated by [redacted], he purchased a two year contract with our company on 7/**/15.  This was for his Business Builder program for the years 2016 & 2017.  As stated in our terms and conditions of our contracts, they are non-cancellable.We are concerned that [redacted] was unhappy with the results (or lack of according to him) from his program, but we do not sell leads nor do we guarantee leads or jobs from our product.  We sell an inclusive Business Builder package which includes exposure on-line, in our new Who's Who magazine, leads and bidding opportunities, having his ads in our final "Blue Book" print edition and much more which when used properly should generate interest and engagement which should lead to jobs.  As he stated, he did speak with Chris in our corporate HQ who also tried to explain the "entire" package of which is being bought, not just the leads.  At this time, we are willing to cancel the second year of the contract and write-off the remaining $795.00 owed for 2016 as a matter of good will towards the customer. Respectfully,Carolyn S[redacted]Customer Payment and Collection Manager

The Blue Book Building and Construction Network has been in business since 1913 and find it distressful that a company has filed a complaint against our business.It is our policy and it is clearly stated on our contracts (and the one that S&A Cleaning signed) that they are non-cancelable. ...

That being said, the sales representative felt that they could get S&A's Cleaning program to be beneficial to them, but it does take work on their part.  You are required to open and bid projects, and wait for network exposure.  Although again, the sales representative felt that the program would work given some additional time and effort, we at the corporate office felt that as a gesture of good will towards the customer and at their insistence, we would allow them to cancel their contract and will discontinue charging them.  Hopefully in the future, they may see the benefit to our programs that are offered.

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 and the matter has been resolved.
Sincerely,
[redacted]

We received complaint and searched our system for the complainant by her name address and phone and we are unable to locate any of the above. All phone calls are recorded along with a log of numbers and her number is not found on any phone logs.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I will be waiting until we receive proof of closure of the account. I was told by the sales representative that she has closed our account and will not be charging us any further.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I do accept the contract cancellation and the two months of credit they said I would get back, however, providing me with just two months refund is not acceptable since I brought this to their attention back in the fall and it was ignored by The Blue Books Representative.  I believe they should be providing me with at least five months credit in total which represents the first two months of this year and the last quarter of 2016.  I received a call from Chris S[redacted] at The Blue Book on Friday, 02/** and was out of the office.  I reached out to him on Monday, 02/** but they were closed for Presidents Day and I left him a voicemail and have not received a call back.  I just left him another message this morning.  I don't feel this company has very good follow up practices as evidenced by my continual complaints and phone calls before I received any action.  The only reason I believe I finally received any communication was because of the complaint I submitted to the Revdex.com.  Thanks for your assistance in getting the contract cancelled for 2017, however, I do believe they need to extend me some credit for 2016 as well.  
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Please be advised that The Blue Book Building and Construction Network has been in business since 1913 and we take great pride in providing our customers with outstanding customer service and find it distressing that a complaint has been filed against us. We do see that as [redacted]...

states, he entered into a contract with our company in December 2016.  Many, if not most of our contracts are produced electronically and when processed are sent to the email address provided by the customer.  In this case, it is the same email address that [redacted] has listed in the complaint.  Therefore, after the contract was agreed to, [redacted] was emailed a copy of the contract (which is attached) which clearly shows that the contract was for 2 years and is non-cancelable prior to the expiration date of its term, which in this case was December 2018.  Also, most of our contracts are set up to be paid monthly by our customers to make it easier to pay for.  In no way does that mean that the service is monthly and can be canceled prior to the end of the term as stated in our terms and conditions.[redacted] also states that the Sales Rep showed him the documents at the time he agreed to the contract and as he states “I didn’t think much of it at the time” – Unfortunately, it seems that the customer was unsure of exactly what they had purchased but this does not put any blame upon us.  At this time, we would be willing to let [redacted] out of his second year of his contract, but he would need to pay the remaining one year balance due of $737.10.If he is willing to accept this offer, he should contact our Customer Success Department to final the payment.  us why here...

Revdex.com:At this time, I have not been contacted by MBI Associates, Inc. regarding complaint ID [redacted].Sincerely,[redacted]

The last response that was written was only in regards to the follow-up complaint by the customer.  The customer stated that they had complained in 2016 and should receive three months credit for that as well.  The response made by the Blue Book was specifically to that statement.  As stated in the response we made, we had no notes that the customer had contacted Customer Success in 2016 and only one note from the rep at the end of 2016, thus the response that we had no evidence to the effect of them calling all of the times as they had stated.  We do totally agree that in 2017, the customer made multiple contacts with our company regarding this issue.Chris F[redacted] has again reached out to this customer on 4/*/17, and they said they weren't looking at getting the three months back for 2016, they were just disappointed that we said we didn't show their complaints.  Again, the complaints in 2017 we do have, just not any in 2016, except for the one note from the rep at the end of the year.We are sorry that the customer feels there was lack of follow-up with them and we stand by our decision of cancelling 2017 and refunding the January and February 2017 payments.  We also stand with our decision on not refunding any monies for 2016.

Tell us why here...This is in response to the follow-up inquiry for complaint #[redacted]:At this time, The Blue Book Building and Construction has cancelled the second year of your contract (2017).  You will not be asked to pay for that and we will not charge your credit card any longer.In terms of the remainder of the 2016 contract, you still have a balance of $795.15.  We will write off this balance, so at this time, you owe us no further monies.In regards to the "loading dock" position, I have attached a copy of your contract to the response.  The contract clearly states the $83.00/mth charge on the contract, which you have signed.  We are unable to credit you back any of these monies due to the fact that you signed for this on the contract.  In regards to the sales person saying you could remove the "loading dock" position, it could only be done in July of 2016, because it would have been changed for the second half of your contract only which pertained to 2017 - 2016 had already happened.  As stated previously, our product is an inclusive service, not just leads, so your ad is in our "Blue Book" and also in our magazine, so you may still continue to get responses from them.Respectfully,Carolyn S[redacted]Customer Accounts and Collections Manager

The new number provided was called twice. First call made was on 1-**-16 and a message was left and again on 3-*-16 where we were told that the number was incorrect and it was immediately removed from the account. No calls were received from the new number as per our phone log.  She will not be receiving another call from our company.

The Blue Book Building and Construction Network has been in business since 1913 and we take great pride in our relationships with our customers, therefore we find it distressing that a complaint has been filed against us. After reviewing the complaint, since it is a current customer, I...

contacted one of our Customer Success Managers and asked them to review the complaint.  After reviewing the file, C. F[redacted], the Customer Success Manager felt it was in the best interest of the customer - Servpro Tarrytown/Elmsford, to write off their program for 2017.  In addition to writing off the entire balance for 2017, we will be refunding the first two monthly payments made by this customer for the 2017 advertising year.  Although we don't admit any wrong-doing, it seems like our advertising and exposure program was not a good fit for this customer.  C. F[redacted] has left message with the customer explaining what the outcome of this complaint was, but was only able to leave a message at the time of contact.

The business has responded.  Please see below:October *, 2015 Re: Complaint #[redacted] Please be advised that The Blue Book Building and Construction Network has been in business since 1913. We take great pride in providing our customers with outstanding customer service and find it distressing...

that a complaint has been filed against us. Upon reading the complaint, the customer is requesting cancellation of their contract with us. They are also stating that they have no signed contract with us. In terms of their contract, I have a copy of an executed, signed contract for two years, signed by [redacted]. I have today (10/*/15) emailed a copy to Ms. G[redacted] of this contract. In terms of cancelling, our terms state that our contracts are non-cancellable. In terms of letting this customer out of their contract, I am not able to do that, but will forward the information to our Customer Success department for them to follow up with the customer. Please let me know if you need any further information.

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 and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

If indeed all of the services provided by this company are contractual, they should be clearly stated multiple times. The salesperson should state it aloud to the customer along with showing said customer the contract agreement's terms and conditions prior to the purchase of said contractual agreement service. If you can change the cost that I owe to you to different prices every time we chat, you can just as well change it to zero. The more you fight with me the less I'd like to pay you anything. There's a company called Indus Solar that wants to start a class action lawsuit against you guys because of the same exact situation that I'm in. Why? Why can't you just be honest with your customers and do what it takes to make them happy? If you do good things to people eventually good things will happen to you. Ever heard of the company [redacted]? Jeff B[redacted] started that in his garage and 23 years later it is now fighting to be one of the richest companies in America. They have hands down the best customer and employee service I've seen in any business. Just because it worked 100 years ago doesn't mean that it works now.   
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:At this time, I have not been contacted by Contractors Register, Inc. regarding complaint ID [redacted].Sincerely,[redacted]

We have received the attached complaint and at this time, due to the fact that it is a current year customer, the issue will need to be addressed by our Customer Success team.I am forwarding the complaint to the Customer Success Manager and will have them open the account up as a dispute.  Upon...

resolution of the dispute, I will update the notes here to reflect what the resolution is to the dispute.