Sent: Monday, November 21, 9:AM Subject: RE: Revdex.com of Houston and South Texas- Complaint regarding Your Business # [redacted] The agreement defines a clear return policy for appointmentsDespite the Client’s request for appointments in review not being received within the timeframe required by the Statement of Work, we still agreed to replace appointments which represented $9,worth of productWe would hope that this gesture demonstrated our willingness to find solutions and operate within the scope of the agreement as a partnerThe customer admits in his response that he terminated early before end of agreement periodThe agreement is very clear that based on this, we owe him nothing and no refund is dueUpon receiving his termination notification, we stopped all marketing effortsThis cost us all of our momentum as it meant the pipeline of prospects we nurtured and scheduled follow up activities with were left without any follow upWe are willing to look past this and allow the customer to rescind on his early termination request, we just ask for days to recuperate for the momentum lost while we paused our effortsThis seems like a very reasonable offer vswhat is contractually owed at this junctureWe would ask that if the customer is not willing to compromise this is closed out in our favor as we have offered a solution up and over our contractual obligationBrent Brent [redacted] SalesStaff LLC – Chief Revenue Officer __________________________________ Direct:239-494-/ 888-591-x380SalesStaff Explained in Minutes | AllBound
Tell us why here...The customer signed an agreement on 3/11/to purchase qualified sales appointmentsThe agreement outlines the delivery timeframe as “business days” from the date of launch and includes an additional 30-day post pilot make- up periodThe agreement outlines that in the event the Client pauses the program for more than business days for any reason, appointments will be removed from the deliverableThe agreement also states that for each day that the program is paused, two days of new production time will be added to the delivery timeframeThe campaign launched on 5/2/The customer presented a number of appointments that he felt were not qualified, many of these dating back several months which would have not qualified for replacement outlined in our Statement of Work, which requires that appointment feedback be received within days of the appointment dateThe customer also requested that we pause the program effective 8/25/We were honorable in offering to replace the appointments once they were brought to our attention and we paused the campaign at the Client’s requestIn our efforts to be customer centric, we decided not to do a thorough audit of whether or not the appointments in question should be replacedInstead, we decided to replace all twelve appointments without questionThese appointments represented thousands of dollars’ worth of delivered product In our haste to ensure the customer had a good experience, we communicated to him that all would be replacedThe customer’s account manager and project lead, then reached out several times via phone and email in attempts to further understand the Clients desired change in the target market strategy so that we could make revisions to the audience we were calling and relaunch the campaign as soon as possibleHowever, the client made himself conveniently unavailable to discuss the program It was very obvious that the customer intentionally made himself unavailable in an effort to try to run the time out on the contract.The customer denies pausing the campaignHowever, even in his version of the story, the timeframe was miscalculated and would still fall under early terminationHowever, he miscalculated the dates of the contract and made a demand for a refund that was not calculated per the ‘Early Termination’ calculation in the Statement of WorkThe earliest date that a termination would not have fallen into an “Early Termination” request was 10/and the request was received 10/This doesn’t even take into consideration the days which the campaign was paused which would have added on additional production daysWhen he realized there was no refund due, he wanted to rescind his early terminationWe offered a compromise of adding some additional timeframe in lieu of accepting his recession as the entire program would now need to be relaunched and that’s where we still standContractually, we owe him nothing and have gone above and beyond to ensure the account is in a good placeTimeline-Termination notice- 10/3Launch date- 5/Days- 9/Day Post Pilot Period- 10/
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 First of all, WE NEVER PAUSED THE PROGRAM! IF THE COMPANY CAN FIND ANYTHING IN WRITING STATING THAT WE PAUSED IT, THEN THEY SHOULD PRESENT ITThey can’t because we didn’t In fact, the main people that worked with our account have been terminated so any notion that we said we should pause the program is unsubstantiated and suspectSecondly with regards to the allegation that I made us “conveniently unavailable” to discuss the program is slanderous and factually wrong I have call records and emails to prove otherwise They should get their multiple terminated employees on the stand to defend that positionThirdly, we did offer to let the company fulfill the rest of the contract to try and deliver some additional appointments which we calculate is about another business days; they never responded which is why we filed this complaint We are still willing to let them do so but NOT the months that they asked to have which is on top of the five they’ve already taken which we find is a completely unreasonable requestFourth, we followed every rule per the process in their contract to reject an appointment that didn't meet the contractual conditionsPer their own agreement (language shown below), they had hours to perform an audit on the disputed appointment or it was credited back Not a single audit of a disputed appointment happened in hours (we can prove this too) and only after multiple escalations, emails and discussions did they start crediting them back"If the Vendor Quality Assurance process determines that the opportunity did not meet the criteria established in this SOW, then the opportunity will be replacedIf Client is attempting to reject an appointment based on information that conflicts with what was gathered during the appointment generation process, Vendor will conduct a Post Appointment Quality Survey with Prospect to help determine the billable status of appointmentAll requested replacements/disputes will be reviewed and validated within hours of receiptTo summarize, this company has not delivered on its contractual commitments in any form or fashion and we have a bevy of documented facts to prove this position We are still willing to let them complete the remaining days left in the contract to make up for the shortfall in non-performance so that they’re potential refund is reducedRegards, [redacted]
Sent: Monday, November 21, 2016 9:49 AM Subject: RE: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted] The agreement defines a clear return policy for appointments. Despite the Client’s request for appointments in review not being received within the timeframe required by the Statement of Work, we still agreed to replace 11 appointments which represented $9,350 worth of product. We would hope that this gesture demonstrated our willingness to find solutions and operate within the scope of the agreement as a partner. The customer admits in his response that he terminated early before end of agreement period. The agreement is very clear that based on this, we owe him nothing and no refund is due. Upon receiving his termination notification, we stopped all marketing efforts. This cost us all of our momentum as it meant the pipeline of prospects we nurtured and scheduled follow up activities with were left without any follow up. We are willing to look past this and allow the customer to rescind on his early termination request, we just ask for 90 days to recuperate for the momentum lost while we paused our efforts. This seems like a very reasonable offer vs. what is contractually owed at this juncture. We would ask that if the customer is not willing to compromise this is closed out in our favor as we have offered a solution up and over our contractual obligation. Brent Brent [redacted] SalesStaff LLC – Chief Revenue Officer __________________________________ Direct:239-494-4840 / 888-591-8022 x380SalesStaff Explained in 2 Minutes | AllBound 360
Tell us why here...The customer signed an agreement on 3/11/2016 to purchase 35 qualified sales appointments. The agreement outlines the delivery timeframe as 100 “business days” from the date of launch and includes an additional 30-day post pilot make- up period. The agreement outlines that in...
the event the Client pauses the program for more than 5 business days for any reason, 5 appointments will be removed from the deliverable. The agreement also states that for each day that the program is paused, two days of new production time will be added to the delivery timeframe. The campaign launched on 5/2/2016. The customer presented a number of appointments that he felt were not qualified, many of these dating back several months which would have not qualified for replacement outlined in our Statement of Work, which requires that appointment feedback be received within 3 days of the appointment date. The customer also requested that we pause the program effective 8/25/2016. We were honorable in offering to replace the appointments once they were brought to our attention and we paused the campaign at the Client’s request. In our efforts to be customer centric, we decided not to do a thorough audit of whether or not the appointments in question should be replaced. Instead, we decided to replace all twelve appointments without question. These appointments represented thousands of dollars’ worth of delivered product. In our haste to ensure the customer had a good experience, we communicated to him that all would be replaced. The customer’s account manager and project lead, then reached out several times via phone and email in attempts to further understand the Clients desired change in the target market strategy so that we could make revisions to the audience we were calling and relaunch the campaign as soon as possible. However, the client made himself conveniently unavailable to discuss the program. It was very obvious that the customer intentionally made himself unavailable in an effort to try to run the time out on the contract.The customer denies pausing the campaign. However, even in his version of the story, the timeframe was miscalculated and would still fall under early termination. However, he miscalculated the dates of the contract and made a demand for a refund that was not calculated per the ‘Early Termination’ calculation in the Statement of Work. The earliest date that a termination would not have fallen into an “Early Termination” request was 10/22 and the request was received 10/3. This doesn’t even take into consideration the days which the campaign was paused which would have added on additional production days. When he realized there was no refund due, he wanted to rescind his early termination. We offered a compromise of adding some additional timeframe in lieu of accepting his recession as the entire program would now need to be relaunched and that’s where we still stand. Contractually, we owe him nothing and have gone above and beyond to ensure the account is in a good place. Timeline-Termination notice- 10/3Launch date- 5/2100 Days- 9/2230 Day Post Pilot Period- 10/22
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. First of all, WE NEVER PAUSED THE PROGRAM! IF THE COMPANY CAN FIND ANYTHING IN WRITING STATING THAT WE PAUSED IT, THEN THEY SHOULD PRESENT IT. They can’t because we didn’t. In fact, the main people that worked with our account have been terminated so any notion that we said we should pause the program is unsubstantiated and suspect.
Secondly with regards to the allegation that I made us “conveniently unavailable” to discuss the program is slanderous and factually wrong. I have call records and emails to prove otherwise. They should get their multiple terminated employees on the stand to defend that position.
Thirdly, we did offer to let the company fulfill the rest of the contract to try and deliver some additional appointments which we calculate is about another 10 business days; they never responded which is why we filed this complaint. We are still willing to let them do so but NOT the 3 months that they asked to have which is on top of the five they’ve already taken which we find is a completely unreasonable request.
Fourth, we followed every rule per the process in their contract to reject an appointment that didn't meet the contractual conditions. Per their own agreement (language shown below), they had 48 hours to perform an audit on the disputed appointment or it was credited back. Not a single audit of a disputed appointment happened in 48 hours (we can prove this too) and only after multiple escalations, emails and discussions did they start crediting them back.
"If the Vendor Quality Assurance process determines that the opportunity did not meet the criteria established in this SOW, then the opportunity will be replaced. If Client is attempting to reject an appointment based on information that conflicts with what was gathered during the appointment generation process, Vendor will conduct a Post Appointment Quality Survey with Prospect to help determine the billable status of appointment. All requested replacements/disputes will be reviewed and validated within 48 hours of receipt.
To summarize, this company has not delivered on its contractual commitments in any form or fashion and we have a bevy of documented facts to prove this position. We are still willing to let them complete the remaining days left in the contract to make up for the shortfall in non-performance so that they’re potential refund is reduced.
Regards,
[redacted]
Sent: Monday, November 21, 9:AM Subject: RE: Revdex.com of Houston and South Texas- Complaint regarding Your Business # [redacted] The agreement defines a clear return policy for appointmentsDespite the Client’s request for appointments in review not being received within the timeframe required by the Statement of Work, we still agreed to replace appointments which represented $9,worth of productWe would hope that this gesture demonstrated our willingness to find solutions and operate within the scope of the agreement as a partnerThe customer admits in his response that he terminated early before end of agreement periodThe agreement is very clear that based on this, we owe him nothing and no refund is dueUpon receiving his termination notification, we stopped all marketing effortsThis cost us all of our momentum as it meant the pipeline of prospects we nurtured and scheduled follow up activities with were left without any follow upWe are willing to look past this and allow the customer to rescind on his early termination request, we just ask for days to recuperate for the momentum lost while we paused our effortsThis seems like a very reasonable offer vswhat is contractually owed at this junctureWe would ask that if the customer is not willing to compromise this is closed out in our favor as we have offered a solution up and over our contractual obligationBrent Brent [redacted] SalesStaff LLC – Chief Revenue Officer __________________________________ Direct:239-494-/ 888-591-x380SalesStaff Explained in Minutes | AllBound
Tell us why here...The customer signed an agreement on 3/11/to purchase qualified sales appointmentsThe agreement outlines the delivery timeframe as “business days” from the date of launch and includes an additional 30-day post pilot make- up periodThe agreement outlines that in the event the Client pauses the program for more than business days for any reason, appointments will be removed from the deliverableThe agreement also states that for each day that the program is paused, two days of new production time will be added to the delivery timeframeThe campaign launched on 5/2/The customer presented a number of appointments that he felt were not qualified, many of these dating back several months which would have not qualified for replacement outlined in our Statement of Work, which requires that appointment feedback be received within days of the appointment dateThe customer also requested that we pause the program effective 8/25/We were honorable in offering to replace the appointments once they were brought to our attention and we paused the campaign at the Client’s requestIn our efforts to be customer centric, we decided not to do a thorough audit of whether or not the appointments in question should be replacedInstead, we decided to replace all twelve appointments without questionThese appointments represented thousands of dollars’ worth of delivered product In our haste to ensure the customer had a good experience, we communicated to him that all would be replacedThe customer’s account manager and project lead, then reached out several times via phone and email in attempts to further understand the Clients desired change in the target market strategy so that we could make revisions to the audience we were calling and relaunch the campaign as soon as possibleHowever, the client made himself conveniently unavailable to discuss the program It was very obvious that the customer intentionally made himself unavailable in an effort to try to run the time out on the contract.The customer denies pausing the campaignHowever, even in his version of the story, the timeframe was miscalculated and would still fall under early terminationHowever, he miscalculated the dates of the contract and made a demand for a refund that was not calculated per the ‘Early Termination’ calculation in the Statement of WorkThe earliest date that a termination would not have fallen into an “Early Termination” request was 10/and the request was received 10/This doesn’t even take into consideration the days which the campaign was paused which would have added on additional production daysWhen he realized there was no refund due, he wanted to rescind his early terminationWe offered a compromise of adding some additional timeframe in lieu of accepting his recession as the entire program would now need to be relaunched and that’s where we still standContractually, we owe him nothing and have gone above and beyond to ensure the account is in a good placeTimeline-Termination notice- 10/3Launch date- 5/Days- 9/Day Post Pilot Period- 10/
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 First of all, WE NEVER PAUSED THE PROGRAM! IF THE COMPANY CAN FIND ANYTHING IN WRITING STATING THAT WE PAUSED IT, THEN THEY SHOULD PRESENT ITThey can’t because we didn’t In fact, the main people that worked with our account have been terminated so any notion that we said we should pause the program is unsubstantiated and suspectSecondly with regards to the allegation that I made us “conveniently unavailable” to discuss the program is slanderous and factually wrong I have call records and emails to prove otherwise They should get their multiple terminated employees on the stand to defend that positionThirdly, we did offer to let the company fulfill the rest of the contract to try and deliver some additional appointments which we calculate is about another business days; they never responded which is why we filed this complaint We are still willing to let them do so but NOT the months that they asked to have which is on top of the five they’ve already taken which we find is a completely unreasonable requestFourth, we followed every rule per the process in their contract to reject an appointment that didn't meet the contractual conditionsPer their own agreement (language shown below), they had hours to perform an audit on the disputed appointment or it was credited back Not a single audit of a disputed appointment happened in hours (we can prove this too) and only after multiple escalations, emails and discussions did they start crediting them back"If the Vendor Quality Assurance process determines that the opportunity did not meet the criteria established in this SOW, then the opportunity will be replacedIf Client is attempting to reject an appointment based on information that conflicts with what was gathered during the appointment generation process, Vendor will conduct a Post Appointment Quality Survey with Prospect to help determine the billable status of appointmentAll requested replacements/disputes will be reviewed and validated within hours of receiptTo summarize, this company has not delivered on its contractual commitments in any form or fashion and we have a bevy of documented facts to prove this position We are still willing to let them complete the remaining days left in the contract to make up for the shortfall in non-performance so that they’re potential refund is reducedRegards, [redacted]
Sent: Monday, November 21, 2016 9:49 AM Subject: RE: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted] The agreement defines a clear return policy for appointments. Despite the Client’s request for appointments in review not being received within the timeframe required by the Statement of Work, we still agreed to replace 11 appointments which represented $9,350 worth of product. We would hope that this gesture demonstrated our willingness to find solutions and operate within the scope of the agreement as a partner. The customer admits in his response that he terminated early before end of agreement period. The agreement is very clear that based on this, we owe him nothing and no refund is due. Upon receiving his termination notification, we stopped all marketing efforts. This cost us all of our momentum as it meant the pipeline of prospects we nurtured and scheduled follow up activities with were left without any follow up. We are willing to look past this and allow the customer to rescind on his early termination request, we just ask for 90 days to recuperate for the momentum lost while we paused our efforts. This seems like a very reasonable offer vs. what is contractually owed at this juncture. We would ask that if the customer is not willing to compromise this is closed out in our favor as we have offered a solution up and over our contractual obligation. Brent Brent [redacted] SalesStaff LLC – Chief Revenue Officer __________________________________ Direct:239-494-4840 / 888-591-8022 x380SalesStaff Explained in 2 Minutes | AllBound 360
Tell us why here...The customer signed an agreement on 3/11/2016 to purchase 35 qualified sales appointments. The agreement outlines the delivery timeframe as 100 “business days” from the date of launch and includes an additional 30-day post pilot make- up period. The agreement outlines that in...
the event the Client pauses the program for more than 5 business days for any reason, 5 appointments will be removed from the deliverable. The agreement also states that for each day that the program is paused, two days of new production time will be added to the delivery timeframe. The campaign launched on 5/2/2016. The customer presented a number of appointments that he felt were not qualified, many of these dating back several months which would have not qualified for replacement outlined in our Statement of Work, which requires that appointment feedback be received within 3 days of the appointment date. The customer also requested that we pause the program effective 8/25/2016. We were honorable in offering to replace the appointments once they were brought to our attention and we paused the campaign at the Client’s request. In our efforts to be customer centric, we decided not to do a thorough audit of whether or not the appointments in question should be replaced. Instead, we decided to replace all twelve appointments without question. These appointments represented thousands of dollars’ worth of delivered product. In our haste to ensure the customer had a good experience, we communicated to him that all would be replaced. The customer’s account manager and project lead, then reached out several times via phone and email in attempts to further understand the Clients desired change in the target market strategy so that we could make revisions to the audience we were calling and relaunch the campaign as soon as possible. However, the client made himself conveniently unavailable to discuss the program. It was very obvious that the customer intentionally made himself unavailable in an effort to try to run the time out on the contract.The customer denies pausing the campaign. However, even in his version of the story, the timeframe was miscalculated and would still fall under early termination. However, he miscalculated the dates of the contract and made a demand for a refund that was not calculated per the ‘Early Termination’ calculation in the Statement of Work. The earliest date that a termination would not have fallen into an “Early Termination” request was 10/22 and the request was received 10/3. This doesn’t even take into consideration the days which the campaign was paused which would have added on additional production days. When he realized there was no refund due, he wanted to rescind his early termination. We offered a compromise of adding some additional timeframe in lieu of accepting his recession as the entire program would now need to be relaunched and that’s where we still stand. Contractually, we owe him nothing and have gone above and beyond to ensure the account is in a good place. Timeline-Termination notice- 10/3Launch date- 5/2100 Days- 9/2230 Day Post Pilot Period- 10/22
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. First of all, WE NEVER PAUSED THE PROGRAM! IF THE COMPANY CAN FIND ANYTHING IN WRITING STATING THAT WE PAUSED IT, THEN THEY SHOULD PRESENT IT. They can’t because we didn’t. In fact, the main people that worked with our account have been terminated so any notion that we said we should pause the program is unsubstantiated and suspect.
Secondly with regards to the allegation that I made us “conveniently unavailable” to discuss the program is slanderous and factually wrong. I have call records and emails to prove otherwise. They should get their multiple terminated employees on the stand to defend that position.
Thirdly, we did offer to let the company fulfill the rest of the contract to try and deliver some additional appointments which we calculate is about another 10 business days; they never responded which is why we filed this complaint. We are still willing to let them do so but NOT the 3 months that they asked to have which is on top of the five they’ve already taken which we find is a completely unreasonable request.
Fourth, we followed every rule per the process in their contract to reject an appointment that didn't meet the contractual conditions. Per their own agreement (language shown below), they had 48 hours to perform an audit on the disputed appointment or it was credited back. Not a single audit of a disputed appointment happened in 48 hours (we can prove this too) and only after multiple escalations, emails and discussions did they start crediting them back.
"If the Vendor Quality Assurance process determines that the opportunity did not meet the criteria established in this SOW, then the opportunity will be replaced. If Client is attempting to reject an appointment based on information that conflicts with what was gathered during the appointment generation process, Vendor will conduct a Post Appointment Quality Survey with Prospect to help determine the billable status of appointment. All requested replacements/disputes will be reviewed and validated within 48 hours of receipt.
To summarize, this company has not delivered on its contractual commitments in any form or fashion and we have a bevy of documented facts to prove this position. We are still willing to let them complete the remaining days left in the contract to make up for the shortfall in non-performance so that they’re potential refund is reduced.
Regards,
[redacted]