We have been gone for the past couple weeks On Thu, Oct 6, at 11:PM, Revdex.com wrote: This e-mail is to notify you that you currently have a new message with Revdex.com in regards to complaint # [redacted] Please click on the link below to access Revdex.com's Online Complaint Management System to read this messageClick here to read the messageIf your email program does not support the link above, then please copy and paste the link below into your browser This is a post-only mailingReplies to this message are not monitored or answeredIf you have any further questions or concerns, please do not hesitate to contact us at [email protected] or Thank you -- [redacted] * [redacted]
Claim:Tribute Media was hired to build a custom website and then transfer content from our old website. Ultimately, the website we were given was built in an outdated template. Response:We were hired to build a custom themed Drupal website with an ecommerce shopping cart, and that is what we...
built. Transferring of content would assume that no changes of the content would be considered and we would simply use the client's original content. The contract included 5-7 pages of refreshed content. Refreshed means the client provides us the basis for the content (from a previous website or newly written) and our team updates it, anywhere from 30-60%, for readability, professionalism and best practices for the web. The scope of a content refresh includes the client providing content, our team refreshing it, and then loading it to the site. It does not include allowing the client any additional edits. We made an exception for this client and the client provided two (2) rounds of edits and changes before we built his website (outside of contract). Additional edits were requested later in the project beyond the scope of the contract. The contractual agreement was NEVER for Tribute Media to use the client’s original content. The final content that was added to the website was last edited by the client. Therefore, we had the client's approval for that content.Tribute Media did not use a template for the design of this client's website. It was a custom built website design based on our design framework. As it was a custom designed website using the latest CSS framework available at the time (Bootstrap 3), it's not possible to be an outdated template. It is possible that the mention of the outdated template is actually referring to the version of the website platform and not the theme. If that is the case, this paragraph discusses that. Tribute Media primarily builds website in Drupal (drupal.org). We have built over 500 websites in this platform and continue to host nearly 300. We understand this platform well and understand how to maintain current versions. The website went live on 2/24/16 and was live with Drupal version 7.43. The release date of Drupal 7.43 was 2/24/16. The website was live for 91 days on the most current version of Drupal 7. See release date proof: https://www.drupal.org/project/drupal/releases/7.43Claim:It took almost 1 year for this company to develop our website. Response:The client engaged Tribute Media's services on 7/15/15 by signing the website contract. No promises or commitments are ever made for the go live timeline of a website project, as client approvals are required to pass each milestone in the project. The initial strategy meeting occurred on 7/30/15. The website went live 6 months later on 2/24/16, not 1 year. The project took as long as it did due to the complexity of the custom website. Additionally a project timeline can be pushed out every time we wait for the client’s feedback or approval. Claim:A website plagued with constant 404 errors, a non-functioning e-commerce, a payment system that charges high processing fees, and leaving our customers unable to purchase our products securely, or to find our services. All of which is very vital part of our business. Response:All broken links were fixed as identified. Ecommerce section of the website was fully functioning and can be demonstrated in the current sandbox version of the website. Ecommerce requires a processing service, we offered onsite processing with Authorize.net or offsite processing with PayPal. The client chose processing offsite with PayPal. When purchasing, a client initiates the purchase on the website then is directed to PayPal for secure payment processing. We do not have any control over processing fees provided by a third party. For the volume of processing this client expected, PayPal was likely the most cost effective solution but this ecommerce system allows him to make those changes should this client choose. The requirement for secure processing was done so on the PayPal website, which provides all of its own security measures. See details on PayPal’s security here: https://www.paypal.com/us/webapps/mpp/paypal-safety-and-security.In short:• Site was not plagued with 404 errors.• Ecommerce was fully functional and, to this day, can be demonstrated.• Payment system is PayPal. One of the most common systems for processing.• Processing fees are handled by PayPal. He can choose another system if he desires.• Secure processing is handled via PayPal therefore secure purchasing was complete.• All products were available via links/blocks from the home page so clients could find those services.Claim:The sales team over sells their abilities, products, and services. Design team could care less about understanding your business, your products, or your customers needs in developing your website. Response:We met with the client at length to start the project and understand the client’s business. The Initial strategy meeting was on 7/30/15 and lasted over an hour. The website contract includes 4 meetings with the client, however we had 16 meetings totaling over 60+ man-hours in meetings with developers, designers, writers, project managers and sales staff. This does not include internal strategy meetings. This number only includes meetings when this client was present, in office.Claim:The contract included a number of training sessions. We never did receive a complete training session because they couldn’t get the site, “they” built”, to function correctly. These corrections/fixes should have been a part of the initial cost/design process, however, they were not. It was our responsibility to submit a support ticket to fix problems they created, costing thousands of additional dollars. Response:The contract included two (2) trainings on the website. We performed a total of four (4) trainings with the client. On 2/18/16 the client had a training with our developer on the website. In addition, our project manager conducted a separate, 2nd training on EventBrite software that is outside the scope of the contract. On 3/16/16 we conducted the 3rd website training and support session with client. On 5/4/16 we conducted a 4th training. This 4th training was specifically a follow-up training for the ecommerce portion. The contract includes one (1) punch list to complete the website. We addressed all broken link issues with website across two (2) punch lists performed during the project. In addition to the punch lists, the client submitted five (5) support tickets. Of those five support tickets, only one (1) was considered billable time. That one billable support ticket was quoted prior to commencement as $725. This quote was accepted, the work was performed, and an invoice was sent.Of those five tickets, three (3) tickets were considered non-billable time by Tribute Media staff. The final of those five support tickets resulted in an additional $725 fee. That fee was waived as per the President, Corey S[redacted]. An invoice with a $0 balance due was delivered to the client to reflect that waived fee. As such, the "thousands of additional dollars" billed is not an accurate statement as only $725 was billed. That one ticket that was billed to the client was not for errors on the website, but were for changes in design based on client preference after the website design was approved after the project was complete. Again, the client received a quote for this $725 and approved it prior to commencement of labor.With the changes required by the client, it's reasonable that some broken links would occur. We felt that these fixes were our responsibility under the terms of the contract. This is the primary reason for four (4) support tickets resulting in a $0 balance owning.The client was given 4 opportunities to identify any changes that needed to be made to the site without being charged:• Walkthrough Meeting 1: We walked the client through the site and allowed him to point out edits or changes that needed to be made to the site (not billed)• Punch list 1: The client was given a link to the development site and asked to add any additional requests to the list we started in walkthrough 1 (not billed)• Walkthrough Meeting 2: Presented the development site a second time, after the first round of changes had been made (not billed)• Punch list 2: Offered a second opportunity to request any additional edits or changes to the site (not billed)• Support tickets (four of five tickets not billed)Claim:It’s like being lead to believe your buying a whole car, only to find out the tires will cost you extra. We spent hundreds of additional dollars on product branding and design development, only to find out later that our customized logo was a download from Shutterstock, and being used for someone else’s product line on Facebook. Response:The bill for product branding was $425. We have refunded this amount. It is not currently in dispute. The client has not paid for branding services and should not expect to use any design files for his branding.Claim:After spending thousands of dollars and voicing our concerns and/or complaints on a non-functioning website that should have been fully functional before going live, they terminated our contract and shut down the new website. Basically shutting down our business. Response:The website was live on the internet and fully functioning from 2/24/16 – 5/25/16. We knew we were not able to make the client happy and he was being belligerent with our staff, so we decided to give the client an option to cancel his contract. The client's contract was for monthly payments for the overall cost of the website - $8,750. With interest, the client agreed to pay $812 monthly for a total balance of $9,744.On 5/9/16 we sent the client a disengagement letter stating that we were willing to waive the final two (2) payments of his website, totaling a $1624 discount and release him from his hosting contract. We told the client that if he moved his website hosting to a new web host by 5/21/16 we will waive those two payments and stop charging him. If he wanted to wait until 6/21/16 we would waive the last payment of $812. If we didn’t receive payment by these dates, we would shut off the hosting of the website on 7/21/16. The agreement was that at the conclusion of the contract, as long as his bills were paid in full, he would receive all files at no additional charge.Of course, hosting may be a concern if he wanted to continue to use the website we built for him. We recommend to the client to use the current hosting company, Pantheon, which is one of the top Drupal website hosting providers. He would have simply just needed to change the website over into his own account, no hassle. That change would have required no technical skill. Between 5/9/16 and 5/21/16 we received no communication from the client that he wanted the files to move the website. On 5/22/16 we invoiced the client for the June payment and monthly hosting charge. The credit card on file was declined. Allowing a 3-day grace period for any possible communication from the client, on 5/25/16 our bookkeeper sent a note to the client confirming that the credit card on file didn’t work and payment was not received. The client specifically asked us, via email to cancel the hosting agreement. As such, the hosting and payment invoice was voided for month of May and per our disengagement letter on 5/9/16 we considered the contract with us cancelled. The same day, 5/25/16, our support department sent the client the website files in full as his account balance then reflected $0 as per the terms of our hosting agreement.Claim:To have this company bill us extra for errors caused by their web designers and data entry people is one thing. But to care less about addressing our concerns, with contempt, and charging us extra to fix their mistakes is unprofessional. But to then terminate our contract because you are unwilling to fix your own companies development issues, leaving us to find someone else to fix your companies incompetence, at our expense, is reprehensible.Response:As indicated above, Tribute Media did not bill for any work that could even be perceived as "fixing [our] mistakes." The only additional bill that we sent was very specifically quoted prior to commencement of labor and approved by the client. Moreover, we offered a $1,624 discount on the contract as way to help this client find a host that could work more closely with him. In review, the contract was $8,750. With interest, the total payment would have been $9,744. We invoiced and collected $8,120 for the website plus $725 for requested, quoted, and approved additional labor.We gave the client more than 60 days of notice prior to cancelling his hosting. It was well documented and a copy of that document is available for review. The contract was cancelled sooner as per the clients written request to no longer pay on 5/25/16 (beyond our requested terms). If the client had taken our recommendation to create his own account at pantheon.io, there would have been no additional cost to move his website to a hosting provider away from Tribute Media and there would have been no down time for his website.We feel that our actions clearly demonstrate our desire to address all concerns without contempt. The following items shall serve as a summary of work, outside of contract, not billed:• Contract was for four meetings, we spent time in 16 meetings.• Contract was for two trainings, we spent time in four trainings• Contract included no support ticket time, we provided four tickets at no cost. One was for over 7 hours.• Contract was for a balance of $9,744, we discounted to $8,120.• We provided great than 60-day notice to contract cancelling with very specific recommendations to make the transition easy, he chose to cancel his contract immediately on 5/25/16 with no continuity plan in place.• Even though this client did not pay for his contract in full as per the original terms of his agreement, he accepted the option of the discount to close his hosting with us. As such, we provided all his website files on the very day he cancelled his contract.
On Thu, Oct 6, 2016 at 11:19 PM, Revdex.com <[email protected]> wrote:
This e-mail is to notify you that you currently have a new message with Revdex.com in regards to complaint #[redacted]. Please click on the link below to access Revdex.com's Online Complaint Management System to read this message. Click here to read the message. If your email program does not support the link above, then please copy and paste the link below into your browser.
This is a post-only mailing. Replies to this message are not monitored or answered. If you have any further questions or concerns, please do not hesitate to contact us at [email protected] or 206.431.2222. Thank you.
We have been gone for the past couple weeks On Thu, Oct 6, at 11:PM, Revdex.com wrote: This e-mail is to notify you that you currently have a new message with Revdex.com in regards to complaint # [redacted] Please click on the link below to access Revdex.com's Online Complaint Management System to read this messageClick here to read the messageIf your email program does not support the link above, then please copy and paste the link below into your browser This is a post-only mailingReplies to this message are not monitored or answeredIf you have any further questions or concerns, please do not hesitate to contact us at [email protected] or Thank you -- [redacted] * [redacted]
Claim:Tribute Media was hired to build a custom website and then transfer content from our old website. Ultimately, the website we were given was built in an outdated template. Response:We were hired to build a custom themed Drupal website with an ecommerce shopping cart, and that is what we...
built. Transferring of content would assume that no changes of the content would be considered and we would simply use the client's original content. The contract included 5-7 pages of refreshed content. Refreshed means the client provides us the basis for the content (from a previous website or newly written) and our team updates it, anywhere from 30-60%, for readability, professionalism and best practices for the web. The scope of a content refresh includes the client providing content, our team refreshing it, and then loading it to the site. It does not include allowing the client any additional edits. We made an exception for this client and the client provided two (2) rounds of edits and changes before we built his website (outside of contract). Additional edits were requested later in the project beyond the scope of the contract. The contractual agreement was NEVER for Tribute Media to use the client’s original content. The final content that was added to the website was last edited by the client. Therefore, we had the client's approval for that content.Tribute Media did not use a template for the design of this client's website. It was a custom built website design based on our design framework. As it was a custom designed website using the latest CSS framework available at the time (Bootstrap 3), it's not possible to be an outdated template. It is possible that the mention of the outdated template is actually referring to the version of the website platform and not the theme. If that is the case, this paragraph discusses that. Tribute Media primarily builds website in Drupal (drupal.org). We have built over 500 websites in this platform and continue to host nearly 300. We understand this platform well and understand how to maintain current versions. The website went live on 2/24/16 and was live with Drupal version 7.43. The release date of Drupal 7.43 was 2/24/16. The website was live for 91 days on the most current version of Drupal 7. See release date proof: https://www.drupal.org/project/drupal/releases/7.43Claim:It took almost 1 year for this company to develop our website. Response:The client engaged Tribute Media's services on 7/15/15 by signing the website contract. No promises or commitments are ever made for the go live timeline of a website project, as client approvals are required to pass each milestone in the project. The initial strategy meeting occurred on 7/30/15. The website went live 6 months later on 2/24/16, not 1 year. The project took as long as it did due to the complexity of the custom website. Additionally a project timeline can be pushed out every time we wait for the client’s feedback or approval. Claim:A website plagued with constant 404 errors, a non-functioning e-commerce, a payment system that charges high processing fees, and leaving our customers unable to purchase our products securely, or to find our services. All of which is very vital part of our business. Response:All broken links were fixed as identified. Ecommerce section of the website was fully functioning and can be demonstrated in the current sandbox version of the website. Ecommerce requires a processing service, we offered onsite processing with Authorize.net or offsite processing with PayPal. The client chose processing offsite with PayPal. When purchasing, a client initiates the purchase on the website then is directed to PayPal for secure payment processing. We do not have any control over processing fees provided by a third party. For the volume of processing this client expected, PayPal was likely the most cost effective solution but this ecommerce system allows him to make those changes should this client choose. The requirement for secure processing was done so on the PayPal website, which provides all of its own security measures. See details on PayPal’s security here: https://www.paypal.com/us/webapps/mpp/paypal-safety-and-security.In short:• Site was not plagued with 404 errors.• Ecommerce was fully functional and, to this day, can be demonstrated.• Payment system is PayPal. One of the most common systems for processing.• Processing fees are handled by PayPal. He can choose another system if he desires.• Secure processing is handled via PayPal therefore secure purchasing was complete.• All products were available via links/blocks from the home page so clients could find those services.Claim:The sales team over sells their abilities, products, and services. Design team could care less about understanding your business, your products, or your customers needs in developing your website. Response:We met with the client at length to start the project and understand the client’s business. The Initial strategy meeting was on 7/30/15 and lasted over an hour. The website contract includes 4 meetings with the client, however we had 16 meetings totaling over 60+ man-hours in meetings with developers, designers, writers, project managers and sales staff. This does not include internal strategy meetings. This number only includes meetings when this client was present, in office.Claim:The contract included a number of training sessions. We never did receive a complete training session because they couldn’t get the site, “they” built”, to function correctly. These corrections/fixes should have been a part of the initial cost/design process, however, they were not. It was our responsibility to submit a support ticket to fix problems they created, costing thousands of additional dollars. Response:The contract included two (2) trainings on the website. We performed a total of four (4) trainings with the client. On 2/18/16 the client had a training with our developer on the website. In addition, our project manager conducted a separate, 2nd training on EventBrite software that is outside the scope of the contract. On 3/16/16 we conducted the 3rd website training and support session with client. On 5/4/16 we conducted a 4th training. This 4th training was specifically a follow-up training for the ecommerce portion. The contract includes one (1) punch list to complete the website. We addressed all broken link issues with website across two (2) punch lists performed during the project. In addition to the punch lists, the client submitted five (5) support tickets. Of those five support tickets, only one (1) was considered billable time. That one billable support ticket was quoted prior to commencement as $725. This quote was accepted, the work was performed, and an invoice was sent.Of those five tickets, three (3) tickets were considered non-billable time by Tribute Media staff. The final of those five support tickets resulted in an additional $725 fee. That fee was waived as per the President, Corey S[redacted]. An invoice with a $0 balance due was delivered to the client to reflect that waived fee. As such, the "thousands of additional dollars" billed is not an accurate statement as only $725 was billed. That one ticket that was billed to the client was not for errors on the website, but were for changes in design based on client preference after the website design was approved after the project was complete. Again, the client received a quote for this $725 and approved it prior to commencement of labor.With the changes required by the client, it's reasonable that some broken links would occur. We felt that these fixes were our responsibility under the terms of the contract. This is the primary reason for four (4) support tickets resulting in a $0 balance owning.The client was given 4 opportunities to identify any changes that needed to be made to the site without being charged:• Walkthrough Meeting 1: We walked the client through the site and allowed him to point out edits or changes that needed to be made to the site (not billed)• Punch list 1: The client was given a link to the development site and asked to add any additional requests to the list we started in walkthrough 1 (not billed)• Walkthrough Meeting 2: Presented the development site a second time, after the first round of changes had been made (not billed)• Punch list 2: Offered a second opportunity to request any additional edits or changes to the site (not billed)• Support tickets (four of five tickets not billed)Claim:It’s like being lead to believe your buying a whole car, only to find out the tires will cost you extra. We spent hundreds of additional dollars on product branding and design development, only to find out later that our customized logo was a download from Shutterstock, and being used for someone else’s product line on Facebook. Response:The bill for product branding was $425. We have refunded this amount. It is not currently in dispute. The client has not paid for branding services and should not expect to use any design files for his branding.Claim:After spending thousands of dollars and voicing our concerns and/or complaints on a non-functioning website that should have been fully functional before going live, they terminated our contract and shut down the new website. Basically shutting down our business. Response:The website was live on the internet and fully functioning from 2/24/16 – 5/25/16. We knew we were not able to make the client happy and he was being belligerent with our staff, so we decided to give the client an option to cancel his contract. The client's contract was for monthly payments for the overall cost of the website - $8,750. With interest, the client agreed to pay $812 monthly for a total balance of $9,744.On 5/9/16 we sent the client a disengagement letter stating that we were willing to waive the final two (2) payments of his website, totaling a $1624 discount and release him from his hosting contract. We told the client that if he moved his website hosting to a new web host by 5/21/16 we will waive those two payments and stop charging him. If he wanted to wait until 6/21/16 we would waive the last payment of $812. If we didn’t receive payment by these dates, we would shut off the hosting of the website on 7/21/16. The agreement was that at the conclusion of the contract, as long as his bills were paid in full, he would receive all files at no additional charge.Of course, hosting may be a concern if he wanted to continue to use the website we built for him. We recommend to the client to use the current hosting company, Pantheon, which is one of the top Drupal website hosting providers. He would have simply just needed to change the website over into his own account, no hassle. That change would have required no technical skill. Between 5/9/16 and 5/21/16 we received no communication from the client that he wanted the files to move the website. On 5/22/16 we invoiced the client for the June payment and monthly hosting charge. The credit card on file was declined. Allowing a 3-day grace period for any possible communication from the client, on 5/25/16 our bookkeeper sent a note to the client confirming that the credit card on file didn’t work and payment was not received. The client specifically asked us, via email to cancel the hosting agreement. As such, the hosting and payment invoice was voided for month of May and per our disengagement letter on 5/9/16 we considered the contract with us cancelled. The same day, 5/25/16, our support department sent the client the website files in full as his account balance then reflected $0 as per the terms of our hosting agreement.Claim:To have this company bill us extra for errors caused by their web designers and data entry people is one thing. But to care less about addressing our concerns, with contempt, and charging us extra to fix their mistakes is unprofessional. But to then terminate our contract because you are unwilling to fix your own companies development issues, leaving us to find someone else to fix your companies incompetence, at our expense, is reprehensible.Response:As indicated above, Tribute Media did not bill for any work that could even be perceived as "fixing [our] mistakes." The only additional bill that we sent was very specifically quoted prior to commencement of labor and approved by the client. Moreover, we offered a $1,624 discount on the contract as way to help this client find a host that could work more closely with him. In review, the contract was $8,750. With interest, the total payment would have been $9,744. We invoiced and collected $8,120 for the website plus $725 for requested, quoted, and approved additional labor.We gave the client more than 60 days of notice prior to cancelling his hosting. It was well documented and a copy of that document is available for review. The contract was cancelled sooner as per the clients written request to no longer pay on 5/25/16 (beyond our requested terms). If the client had taken our recommendation to create his own account at pantheon.io, there would have been no additional cost to move his website to a hosting provider away from Tribute Media and there would have been no down time for his website.We feel that our actions clearly demonstrate our desire to address all concerns without contempt. The following items shall serve as a summary of work, outside of contract, not billed:• Contract was for four meetings, we spent time in 16 meetings.• Contract was for two trainings, we spent time in four trainings• Contract included no support ticket time, we provided four tickets at no cost. One was for over 7 hours.• Contract was for a balance of $9,744, we discounted to $8,120.• We provided great than 60-day notice to contract cancelling with very specific recommendations to make the transition easy, he chose to cancel his contract immediately on 5/25/16 with no continuity plan in place.• Even though this client did not pay for his contract in full as per the original terms of his agreement, he accepted the option of the discount to close his hosting with us. As such, we provided all his website files on the very day he cancelled his contract.
We have been gone for the past couple weeks.
On Thu, Oct 6, 2016 at 11:19 PM, Revdex.com <[email protected]> wrote:
This e-mail is to notify you that you currently have a new message with Revdex.com in regards to complaint #[redacted]. Please click on the link below to access Revdex.com's Online Complaint Management System to read this message. Click here to read the message. If your email program does not support the link above, then please copy and paste the link below into your browser.
This is a post-only mailing. Replies to this message are not monitored or answered. If you have any further questions or concerns, please do not hesitate to contact us at [email protected] or 206.431.2222. Thank you.
--
[redacted]. [redacted]