Trumpia

Case # [redacted] response
 
We have addressed the claims mentioned in previous rebuttals
Our position remains the same.
 
 
Sincerely,
 
[redacted] | Accounting Representative

This is to advise you that the complaint referenced above ( Trumpia ) has been satisfied on my behalf with a full refund of my funds.  I thank you very much for making it happen. I;m completely sure that they would...

not have complied with my request had you not become involved.
 
Much Regards,
 
[redacted]

Case #: [redacted]
 
 
We have addressed the claims mentioned in previous rebuttals
Our position remains the same.
 
 
 
Sincerely,
 
[redacted] | Accounting Representative

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Thank you for your response.  Unfortunately, your response didn't respond directly to the complaint.  We signed up for for Trumpia based on the information from your sales rep.  After signing up for service we started the process to upload our contacts and found that what the sales rep had told us was counter to what your upload agreement states.  We canceled our service immediately and notified the company of the issue, cancellation and requested a refund within a few hours of signing up.  
Since the rep said something contrary to the upload agreement and we canceled service the same day we signed up without using the service we are requesting a full refund of the subscription price.  
Regards,
[redacted]

To Whom it may Concern,
The customer originally submitted a support ticket on account cancellation, which was closed due to this issue being dealt with via phone and email.
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The customers main issue involved failed emails. We have explained the remedy to this issue, by using an email address that would be provided by us ([email protected]). This would improve the success rate of delivered emails, but the customer refused. He later decided to cancel the service, asking for a refund for an issue that can possibly be resolved. We know how important it is for our customers to get messages out to their customers, but we can only do so much to maintain our email servers without issues like this happening. When issues do happen, we have our engineers do what they can to prevent these issues from happening again. If the issue is still occurring, they would take the next step in resolving the issue until they have exhausted all options. This customer has not given us the chance to try and improve our service for him. 
Our customers are given a 30-day free trial to use our system before purchasing to make sure that our system is optimized for their business, due to the fact that we have a no refund policy. When issues arise, we do what we can to help resolve these issues.
Thank you for your time and patience.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details. of the offer I reviewed appear below. I want most or at least half of my money back as requested because I don't need the service. And I would never continue doing business with a company who have misleading salesmen and information. Their only goal is to make the sale and it's to hell with the customer afterwards. 
Regards,
[redacted]

Company’s statement:
We have received the...

customer’s Revdex.com complaint above. This customer (tru_deanandgrace) has been a customer with Trumpia since November 2013. The $5,000 purchase in reference was made on 12/1/2014 for a bulk text credits for their account. Starting from July 2015 until November 2015 this year, we have been in constant contact back and forth to try and resolve their issue. One key issue they presented was that some customers were not receiving certain messages. We have escalated all their issues accordingly to our management and engineering team. On September 2015, the customer requested a full refund of their package made in 2014. We have replied back that a refund request would not be possible per our no-refund policy on our terms of use.  Yet we escalated their request to our management to see if we can get an exception on their case. In the same month (September 2015), we have responded back confirming that a monetary refund would not be possible, but we would reimburse the customer with credits that were spent during July-August 2015 (when majority of these complaints were in question). This equates to 125,000 sms credits. After 2 months,  the customer has replied back on November 2015 confirming they are willing to accept the credits for the problems. We have reached a settled with the customer by reimbursing their account with 125,000 sms credits. 
 
 
Sincerely,
 
[redacted] | Accounting Representative

Trumpia is the worst sms platform to deal with! After trying desperately to work with them for three years we have had to say enough is enough, the reseller program is at best backwards, at worst illegal and breaching multiple guarantees and warranties. We have had continual technical issues with short codes not working to system failure, all resulting in complaints and loss of clients. Trumpia has been incredibly difficult to deal with, wont refund advance payments, trouble shooting and technician support takes days, in some cases weeks and months to react. System wide failures, setting issues and outages are not uncommon. It is far from an instant messaging system, messages can only be sent during Trumpia’s business hours as they MUST approve all messages. Imports are a joke, try and again, you feel like your begging for approval, even after printing, signing and scanning forms back to them.
Escalating issues to management is a waste of time as they are generally on leave or uncontactable… if they exist at all. AVOID Trumpia, they will take your money and you may as well consider it burnt!

Review: Salesperson explained that their company would take care of our Text Messaging campaigns for my company. It was easy, fast, and successful. First meeting by phone they called late and were in a rush to complete the call. Second call the same, third call worked with me to set up time sensitive campaign, said we were all set. Text messages never went out. I had to call them gave them one more chance for next campaign. Said they would totally handle it to make up for the first. Same outcome, missed the campaign. I then asked for a refund since I had received none of the services they had offered. They will not refund, tried to give me more service. Well that more service was still zero, added to the zero service I was already not receiving. Three major campaigns have come and gone and not one text message has ever been sent. They still have my money and I have no service. They have not contacted me in two months to try and resolve or fix this problem. All I wanted them to do is be professional and either do their job as promised or return my payment. Instead they chose to do neither.Desired Settlement: I want this company to refund my payment in full.

Business

Response:

Case #: [redacted] Trumpia provides its customers with web-based software that integrates popular messaging channels such as SMS, Email, Social Media, and Voice broadcasting. The customer had purchased a 1 year package that provides a user account and text credits for SMS messaging in August. They reached out in November stating that the system was too difficult for them and they wanted a full refund. Our refund policy is clearly stated on our website as well as in the invoice prior to their purchase. In order to help the customer, we added Campaign Management services to their account, free of charge. This is a paid add-on service to help with creating the customer’s marketing campaign. Trumpia employees are restricted from sending out the customer messages due to liability, however we are able to construct the campaigns and save them as drafts. The customer only needs to review our work and schedule the message to send. Unfortunately due to miscommunication, the customer assumed that the messages were already scheduled, but the campaigns were never reviewed and sent by the customer. Emails exchanged with the customer explain that the messages were added into their account and ready for review. Aside from adding the Campaign Management at no charge, Trumpia also offered to extend the 1 year package as an alternative to the refund.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The point of all of this is that their systems was hard to use, did not work, timeframes were missed, and instead of honoring a cancellation like most reputable companies they refused. Regards,[redacted]

Business

Response:

Case #: [redacted] We have addressed the claims mentioned in previous rebuttalsOur position remains the same. Sincerely, [redacted] | Accounting Representative

Review: The service we paid for one year in advance has not worked properly since we signed up. The support team will not get back with us in a timely or efficient manner to resolve the issue. They will not answer the phone, return voice mails, follow up with emails, or respond to support tickets in a timely manner.Desired Settlement: Even though the service has not worked properly we have still tried to use it to some (limited) success ... however now that Trumpia has closed our ticket without resolving the issue we can no longer do business with them. We want a refund for the remaining unused portion of our contract from April 2014 through the rest of it's duration.

Business

Response:

To Whom it may Concern,

Review: On or about 7-14-14 I contacted Trumpia for the purpose of inquiring about text messaging for my Company.I knew going in there was some strict requirements regarding texting, and I wanted to clarify them and see if it was worth the effort, since we were already e-mailing our customers when necessary. I talked with Alex Bae who explained the requirements, asked me about my customer list,and told me " You can text them an " opt in " or " opt out " text to see which of your customers would not mind receiving a text from you. He then pushed the issue of going ahead and paying for the service and getting started, which was $135.00. I double clarified what he had told me and proceeded to sign the forms to get started and paid the $135.00. On the 14th of July at 1:18 p.m. I received an e-mail from Alex Bae telling me I had an on-line appt. with a " coach" by the name of John Apale at 12:00 p.m. on the 15th who would get me started and answer any and all additional questions I had, and to make sure I understood all the " how to's" of getting started. When I talked with John Apale I reiterated what Alex Bae had told me. He said that could NOT be done, and that I needed explicit approval by my customers in writing before I could text them. That was scenario was simply not anything I wanted to do since we were already corresponding with them by e-mail whenever necessary. I then thanked John Apale for his time and attempted to contact Alex Bae. I called several times that afternoon and left voice mails, which he never returned. The next day I sent him several e-mails telling him I wanted a refund of my $ 135.00 and that I NEVER used the service, never imported one name to them. never did anything except talk to him and John Apale. A month almost went by and I had heard nothing. I also sent e=-mails to " DoCircle Inc. who is doing business as Trumpia. Again no response. Then on the 14th of this month August, they billed and collected an additional $135.00.Billing support# 415-868-4300 Brian Regis.Desired Settlement: I want a complete and total refund of all monies I paid them $ 270.00. I was lied to by Alex Bae who obviously wanted nothing more than his commission. And I want the " contract " which I apparently entered into declared null and void. Let me say this again " I did not ever use the service, I never ever imported one customer name to them, the extent was that I talked to two people, the second person is who I found out the truth from.

Consumer

Response:

This is to advise you that the complaint referenced above ( Trumpia ) has been satisfied on my behalf with a full refund of my funds. I thank you very much for making it happen. I;m completely sure that they would not have complied with my request had you not become involved.

Much Regards,

Review: Trumpia completely misrepresented their services to our company. Their company is primarily a SMS company and although they do handle some email campaigns, they are VERY difficult to set up and must be done in HTML which they did not tell us. They have also been unresponsive at times and most times only respond when I threaten to contact the Revdex.com. They hide behind their "no refund policy". I would like a full refund as they were unresponsive, slow to respond and misrepresented themselves to 3 of our company representatives. They claim their system does do what we want it to and that might be, but it's not with ease and HTML is required and that was NOT something they advised.Desired Settlement: We would like a full refund based on the above. I have emails and records of phone calls with this company. Even their own employees are unable to navigate and figure out the issues with their system.Thanks so much![redacted]

Business

Response:

Case #[redacted]

Consumer: [redacted]

To whom it may concern:

We have recently reviewed this Revdex.com complaint and would like to provide a response.

After conducting an internal investigation, we have reviewed support emails and call logs regarding [redacted] account with Trumpia.

The consumer's primary issue is that they wanted to embed a video directly into an email. Our platform provides an email editor that allows

for adding hyperlinks, images, changing format styles/colors, as well as other standard formatting tools. Unfortunately, embedding a video

in an email is outside of what our standard email editor can perform.

The customer stated that this was never mentioned to them prior to purchasing; however the customer had never mentioned this particular

need during the conversations prior to purchase. If the customer had mentioned, Trumpia's representatives would have clearly expressed

that our email editor does not have this capability.

Dedicated email centric platforms such as Constant Contact, [redacted] and [redacted] do not provide this capability, and some even specifically

recommend against it since it negatively affects email deliverability. Embedding videos into an email is possible by modifying the HTML code,

however this is outside of email industry standards and should not be an expected feature from any provider. Trumpia's technical support

was more than willing to help despite this, however the customer still felt that we had misrepresented our platform and was not willing to continue

our service.

%2

Review: We had been in communication with Trumpia about setting up a text message campaign for our organization. After a lot of dialog, and based on what the sales rep said Trumpia was going to work for us so we signed up. After signing up we had to sign an upload agreement that was contrary to what the sales rep had said and signing it would mean that we wouldn't be able to use the service as intended so we canceled our account within a few hours. We contacted the company about processing a refund the same day but didn't hear back. The next day we followed up via email and were told that they don't do refunds. I then followed up with a call, explained the situation and they said they would process the payment and it would show arrive in my bank account in 3-5 days. Today, I noticed I haven't received the refund so I called again. The rep this time said that there was no record for the refund request. He submitted a refund request and it was denied. I explained the situation so he placed me on hold to talk with a supervisor. After waiting nearly 10 minutes, he came back to let me know that the supervisor would call me back right after his current phone call, but I still haven't heard from them.

Being that we signed up for the service under false information from the sales rep and canceled the same day without using the service, I would like to have a full refund of the unused subscription.Desired Settlement: Being that we signed up for the service under false information from the sales rep and canceled the same day without using the service, I would like to have a full refund of the unused subscription.

Business

Response:

Case #: [redacted] Trumpia provides its customers with a web-based software that integrates popular messaging channels such as [redacted], and [redacted]. Users of our system must comply with the TCPA and CTIA regulations regarding text messaging. Due to strict compliance with these regulations, every employee at Trumpia is adamantly clear on what can and cannot be uploaded as valid contacts for text messaging. These regulations are also clearly posted in our Terms of Use and Privacy Policy. These are displayed publicly on our website, within all free trial accounts, as well as the agreement prior to purchase. Trumpia has no control over these regulations, and it is the responsibility of the customer to ensure there are no compliance issues prior to purchase or use.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Thank you for your response. Unfortunately, your response didn't respond directly to the complaint. We signed up for for Trumpia based on the information from your sales rep. After signing up for service we started the process to upload our contacts and found that what the sales rep had told us was counter to what your upload agreement states. We canceled our service immediately and notified the company of the issue, cancellation and requested a refund within a few hours of signing up.

Review: Dear Sir/Madam,About a year ago, I purchased $100 worth of credit on Trumpia.com that I would use for my father's political campaign. The site claimed that if I purchased the credits and uploaded the contacts, I would be able to send mass text messages within half an hour of completed upload. Unfortunately, the advertised half an hour ended up being more then 8 hours before they got back to me and approved the upload. But it was too late then; I already purchased different service because I needed to send those messages that night. I requested a refund, but they refused. I sent another message explaining the issue but my message went unanswered. Recently, I decided to try to pursue my refund again. I sent them an email and they claimed that they couldn't do anything. I sent them a second email stating that I will file a complaint with Revdex.com, it is unanswered once again.Desired Settlement: I would like a complete refund of unused funds on my account with Trumpia.

Business

Response:

To whom it may concern,

Review: Trumpia has been marketing service under deceptive trade practices. The initial contact with them was presented to me and my partner that this would be a simple process. They told me that all I needed was my logo, review the training videos, set up a merchant account and set my service fees up in the system. I would be up and running within a couple of weeks. They even sent me examples of the web templates to choose from. I was excited because the marketing and products tutorials make you think this will be a seamless process. Not so I asked about the website template and if I could alter one. I told them all the information I wanted on my site which I was told was free and then later told that they no longer design sites and that I would need to hire a web designer. Next issue is the lack of technical support. I would try to use the SMS text feature with an image added and after dealing with tech support finally telling me that it must be my carrier verizon wireless or my cell phone that will not receive MMS messages. I was angry because there was so many issues with them. My main issue is that they keep telling people that they have a 30 day trail well if people did not have to build websites and then get approved for merchant services, go through training then maybe they could have tried and tested the service in under 30 days. Due to FCC regulations you must have your "stop contact and privacy clause" posted on the website before they will approve you as a merchant to handle short code text messaging. This process requires you to go through training also and take a test. These things are not shared upfront with you. If you are a new business and did not budget for all of the additional expenses involved is setting up this service then it could cost you loss. Because the services do not function the way they have been marketed. The support is not provided as stated by the account reps during the sales pitch once you have paid for the text minutes.Desired Settlement: I would like a full refund and investigated Trumpisfor false advertisement, and deceptive trade practices. Also I would like then to stop with the generic response to everyone about how they work hard to resolve the issues if they arise. I want them to be accountable for the poor service and refund those who have suffered financial loss due to their semi functioning SMS, EMAIL, MMS system. Stop the pitch,"To license the software there’s a $500 setup fee and the minimum purchase amount to qualify as a reseller is 100,000 text messages at 1.6 cents each ($1,600). Keep in mind that this is a ONE-TIME payment for the text messages and not a recurring monthly charge, and the text messages rollover every month so they never expire. My manager is offering a special which he will drop the setup fee for resellers that can sign up by Friday, January 31.

What do you receive as a White Label Reseller?"

Choose between: Premium 10 page website template or Free 1 page template.

·

Business

Response:

Consumer: [redacted] To whom it may concern: We have recently reviewed this Revdex.com complaint and would like to provide a response. Trumpia takes complaints very seriously and has prompted an internal investigation. We have reviewed support emails and call logs regarding the Customer’s account and Trumpia would like to provide more information regarding this case. After reviewing the complaint, we have compiled the following issues from the customer. Trumpia would like to clarify each of these. 1) Customer had issues with our SMS, Email, and MMS features. 2) Customer had website issues and was unhappy with support. 3) Customer states that the complexity of the system was not stated up-front. The Customer stated that she was having issues with SMS, Email, and MMS features. After reviewing internal support tickets and the Customer’s emails, Trumpia was unable to find any related to SMS or Email. The Customer was having issues with MMS text message deliverability to Verizon. MMS deliverability varies depending on the carrier, data plan packages, as well as the type of mobile device. As explained by our support team, the messages in question were verified as processed successfully from our system and were delivered to the carrier. Message deliverability between the carriers and the mobile devices are not within our control. Our short-codes are able to send SMS/MMS to all of the major carriers, including Verizon. The Customer’s issue with receiving MMS would need to be resolved on Verizon’s end. The Customer stated that she had many issues with the website design. Trumpia provides all Resellers with a complementary “1 page” template website. We do not provide design services for the complementary website, aside from uploading the Customer’s logo and contact information. The Customer also had the option to purchase a more robust “10 page” premium website. This option, unlike the complementary version, includes design services. The customer opted to not purchase the 10- page website and proceeded with the complementary website instead. Resellers are free to alter and customize their website via standard HTML, as many Resellers opt to create their own custom-branded website. The issue was that the Customer wanted our support team to customize her complementary website, however we are unable to fulfill that request since the Customer decided not to purchase the 10 page website. The Customer states that Trumpia did not fully disclose all of the information regarding the Reseller program prior to purchase. To clarify, the Reseller program is a product that has many moving parts. To become a Reseller, one would need a website to sell and provide access to the system, a separate Merchant Account to accept payments, their own pricing structure and offered packages, and a good understanding of the features our software provides to their potential clients. The Customer was sent the Reseller Application prior to purchasing that outlines these basic requirements before proceeding. Trumpia’s Reseller program does not process payments. The Customer would need to apply for an account such as Authorize.net or Paypal Pro in order to accept payments from their potential clients. Each of these Merchant’s application process is separate and is the responsibility of the Reseller. Trumpia is more than willing to provide its Resellers with the support they need to get up and running. We provide unlimited phone and email support for our Resellers as well as marketing collateral, videos and webinars. In summary, all of the Customer’s issues are outside of Trumpia’s abilities. Our SMS, Email, and MMS features are fully functional, and the Customer’s deliverability issue is based on the carrier’s end. Trumpia does provide more robust website templates that include design services, however the Customer chose to not purchase the premium website. Trumpia is also unable to specify the requirements for Merchant Accounts since the process is outside of our support team.

Review: We purchase a $5,000 package from Trumpia for our company's text messaging needs. When we purchase the package, there were products and services offered that have since went away, or no longer work that are an intregal part of our business and the main reasons behind our purchase of the package.

Our list of problems includes, but is not limited to:

Outages lasting longer than 24 hours.

Billing: We were double billed for three months in a row. After being told we could not receive a refund for our own funds, we settled for "credits" in return.

Unable to use email feature, as we identified 98% of our emails sent from Trumpia is labeled as spam.

Failed messages for customers that don't show on our failed list.

Customers having trouble with text message on their phone once they opt in to receive our messages.

Cross texts to our shortcode that don't belong to D&G

Features offered when we signed up that are no longer applicable (MISREPRESENTATION):

Post on Facebook

Utilization of the "&" symbol. Our company name is [redacted] thus hurting our branding.

5 national carriers that no longer are supported by Trumpia. Loss of customers and revenue as a result.

We tried to work directly with the company about our complaints. Knowing that they were in the wrong and had severe technical issues during the past few months, they offered us 125,000 "credits" of their texting system, which equates to about $1,250. We informed that that due to the problems we've had using their service we wanted a monetary refund. We do not want more "credits" as this is simply replacing junk with more junk and makes us utilize their poor service for even longer than necessary. They admitted fault, but are hiding behind their No Return Policy. However, features that were offered at time of purchase are no longer available, thus changing the service we initially signed up for.Desired Settlement: As a desired resolution, and as a result of misrepresentation and loss of five national carriers, we want a full monetary refund for the credits that remain in our account at this time, valued at $.01 each, or $1,500.

Business

Response:

Company’s statement:We have received the customer’s Revdex.com complaint above. This customer (tru_deanandgrace) has been a customer with Trumpia since November 2013. The $5,000 purchase in reference was made on 12/1/2014 for a bulk text credits for their account. Starting from July 2015 until November 2015 this year, we have been in constant contact back and forth to try and resolve their issue. One key issue they presented was that some customers were not receiving certain messages. We have escalated all their issues accordingly to our management and engineering team. On September 2015, the customer requested a full refund of their package made in 2014. We have replied back that a refund request would not be possible per our no-refund policy on our terms of use. Yet we escalated their request to our management to see if we can get an exception on their case. In the same month (September 2015), we have responded back confirming that a monetary refund would not be possible, but we would reimburse the customer with credits that were spent during July-August 2015 (when majority of these complaints were in question). This equates to 125,000 sms credits. After 2 months, the customer has replied back on November 2015 confirming they are willing to accept the credits for the problems. We have reached a settled with the customer by reimbursing their account with 125,000 sms credits. Sincerely, [redacted] | Accounting Representative

Trumpia is the worst sms platform to deal with! After trying desperately to work with them for three years we have had to say enough is enough, the reseller program is at best backwards, at worst illegal and breaching multiple guarantees and warranties. We have had continual technical issues with short codes not working to system failure, all resulting in complaints and loss of clients. Trumpia has been incredibly difficult to deal with, wont refund advance payments, trouble shooting and technician support takes days, in some cases weeks and months to react. System wide failures, setting issues and outages are not uncommon. It is far from an instant messaging system, messages can only be sent during Trumpia’s business hours as they MUST approve all messages. Imports are a joke, try and again, you feel like your begging for approval, even after printing, signing and scanning forms back to them.

Escalating issues to management is a waste of time as they are generally on leave or uncontactable… if they exist at all. AVOID Trumpia, they will take your money and you may as well consider it burnt!