Vertafore Inc

Complaint: ***
I am rejecting this response because:It appears to be simple; however, nobody at Vertafore will contact me directlyThere is no customer service with any of my representativesThe only way I have received any contact has been filing a complaint with the Revdex.comI am paying for a subscription; however, whenever I have any issues regarding my account, not technical, nobody is there
Sincerely,
*** ***

We have received this customer's complaint and are reviewing this matter. We will respond as quickly as possible this week, and appreciate your business with Vertafore

The company responded with a settlement that is satisfactory to me by reducing the cancellation fee by 50%Thank you for your help Revdex.com!
*** ***

After investigation, Vertafore determined that this customer purchased PL Rating on August 26, with an initial term of year stated in the first paragraph of the Order Form. This customer received special pricing for the first months of the initial term. After correspondence with
the customer, this account was officially closed in July, with a retroactive date to April 30, 2016, after the special pricing expired

After investigation, Vertafore determined that this account was opened on June 30, and actually had a year commitment rather than a year, which was later communicated to the customer. The applicable Terms required a day notice for any cancellation after that initial term, however,
Vertafore honored the early cancellation request and closed the account in December,

After investigation, Vertafore determined that this customer purchased PL Rating April 26, with an initial term of year stated in the first paragraph of the Order Form. This customer was offered special pricing for the first months of the initial term. The applicable Terms and
Conditions required a day notice for any cancellation and the Vertafore billing team resolved this matter outside of this complaint. The service was officially cancelled in October,

Complaint: ***
I am rejecting this response because: I was never notified by Vertafore about any changes in billing. I do not pay in advance for anything including for a sub par service they try to provide. I have reached out to the CEO of the company Amy Zupon who has yet to respond to a voice mail I left. I also sent her an email about a week ago with no response All Vertafore can do is try to charge me money even after I have told them not to charge my credit card. FYI to Vertafore. The credit card company has closed the credit card account so you can't charge it anymore. Also, I never signed anything that said I had to give them a day notice. I gave them notice that I was cancelling Oct 31. I also tried to call them yesterday in an effort to retrieve my customers from their database. I talked to someone in tech support and they directed me to the billing department in Colorado. FYI...I called at 4:and no one was available to help me retrieve my customers they were closedA huge company like Vertafore can't even provide staff to their clients during business hours. Are they going out of business? I have had discussions with numerous individuals in the billing department and have no interest in talking to any of them. None of them have a clue about customer service and all they can talk to me about is they are trying to charge me for more months of service that haven't even been provided. They have already charged me through November even though I cancelled in October. When I talked to someone in billing last week all they could talk about was charging me for another month...absolutely crazy and unethical Vertafore is the most pathetic company I have ever did business with in the years I have been on the face of the earth. I have also disputed charges on my credit card from them for months of service charged in a day period. The second charge for more months was charged even after I notified them in an email not to do itVertafore just does whatever they want to even when they are told not to charge accounts. Seems like that is illegalThis is just another example of a large company bullying and taking advantage of a small businessSad and disappointing
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:Sincerely,*** ***

We have conducted a thorough investigation and have come to the conclusion that these charges are valid. Vertafore received a cancellation notice from this customer on July 12, 2017. Such termination was to be effective at the end of August, 2017. We processed the cancellation and
it was effective on September 1, 2017. The billing complained of regarding this account is for the months of June, July and August of 2017. Vertafore appreciates every customers business and wants to ensure this complaint is clarified. If there are still outstanding questions or concerns, or if the notice of termination we have on file is faulty in any way, please contact us immediately via email or phone and we will work together to resolve the concerns

We have fully investigated this matter and have worked out a resolution with the customer to terminate the account. Together, we created a transition plan which includes providing a full extract of his data and a final termination date. We have further escalated the lack of communication claim through to senior management teams, and this concern is being looked into internally with this customers cooperation. We value our customers at Vertafore and apologize for any inconvenience this matter may have caused

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

Complaint: ***I am rejecting this response because:
Thank you for taking the time to investigate our complaint. In Vertafore’s response letter, they state, “the customers responsibilities and assumptions were laid out in the Statement of Work and included uploading instructions.” The exception to this is, after the agreement was signed, we were verbally instructed that all necessary custom data would need to be entered manually The Statement of Work states that Excel templates will be provided for the custom uploads and that Vertafore will assign a developer to develop custom database scripts. We found that Vertafore’s use of the word “custom” in the Statement of Work did not mean actual customized fields that would be added to automatically download the information we needed but instead referred to entering our information into their pre-existing fields, and any additional (custom) fields that we required could be set up AFTER the conversion happened and when we were live on their system. The custom fields we needed contained information necessary for the software to be of any use and without the data all agents work would be stopped until the data was entered manually. When we learned of this we believed this was a termination for breach and notified Vertafore immediately as required in the Master Service Agreement. Only after sending certified letter notifying them of breach were requests for meetings rejected due to time restraints on out upcoming deadline that would not be fulfilled by Vertafore due to the manual entry requirements
Additionally, per paragraph 7, titled Order for Licenses and ***, it states: “…the Start Date will have been deemed to occur, and the “Term of Maintenance” or Subscription Term will begin when a) if delivered by object code form by electronic download, upon delivery of email instructions and access to the FTP site for download, b) if delivered on a physical medium, such as a compact disk, F.O.Bshipping point; c) sufficient access to Customer’s facilities and systems; provided that the foregoing shall be provided so as not to unreasonably disrupt Customer’s business. The only item we have received to date is the templates which were not of use to us. It was also our understanding that this was a revocable license as indicated in Paragraph 4.1, License Grant, in the Master Service Agreement.
Lastly On April 1, we received invoices from Vertafore with future dates charging us for work that was never completed. Vertafore did not provide us anything but a Statement of Work that they could not fulfil and we do not owe anything on this account after the breach
Sincerely,*** ***

Dear ***, We appreciate your business and want to ensure you receive the best customer services from Vertafore. Thank you for submitting your request for a resolution and information to the Revdex.com. We are investigating your request and will respond as promptly as
possible. Best regards,The Vertafore Team

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

Vertafore has determined that this customer purchased BenefitPoint on September 23, 2015.  After correspondence with the client, the billing team cancelled this service retroactive to September, 2016.  This matter was resolved after customer paid for all services actually rendered. ...

Vertafore stands behind its products and warrants that each online solution operates according to its documentation.

This customer licensed a subscription to AMS360 with 1 user in December, 2014, added a user in October, 2016 and then added another user in September, 2017.  In response to this customer’s communications in the month of November, Vertafore investigated and determined that this customer was...

billed for 4 users and 2 databases for the AMS360 service for the months of October and November, 2017, however, was properly billed prior to October, 2017.  This mistake was corrected for the December, 2017 invoice wherein the customer was billed for 1 database and 3 users.  A credit has been issued against the October and November invoices for the extra user and extra database and updated invoices for each month were sent to the customer on December 5, 2017.  This customer added the DocuSign service for 1 user in June, 2017.  This contract clearly states in multiple places that this service is sold on a named user basis and provides instructions to the customer in regards to selecting the administrator for the account.  All cancellation requests must be made per the terms of the contract with proper notification.  We appreciate this customer’s continued business and for reaching out with his concerns.

In regards to case #[redacted], the issue was resolved; however, me (the customer) was unsatisfied with the resolution. After several attempts, I opened another case, case #[redacted], because what was discussed in the previous case/resolution had not occurred. I was informed that it was a duplicate complaint; therefore, it would be added to the initial. Vertafore responded back again stating that a regional manager had been working with me and that I would be granted my contract termination. Since I received that response, I have emailed, called and texted the regional manager. No one has responded. I cannot get a response, and it appears that the only time(s) that Vertafore responds is when the Revdex.com notifies them of a complaint. Once resolved though, I receive no customer service. My concern is that I will continue to pay for a service that I do not want because I cannot get my termination which is needed to move my business. I need to know what else I can do to make this happen.

October 30, 2015
[redacted]Revdex.com1000 Station Drive, Suite 222DuPont, Washington 98327
RE: Revdex.com Complaint- Case ID [redacted], Inc.
Vertafore's response to this complaint, dated August 26, 2015, stated that [redacted] was providedwith a detailed Statement of Work for the conversion consisting of twenty-one (2 1) pages. The customerresponsibilities and assumptions were laid out in the Statement of Work and included uploading instructions.
Per your request for clarification, Appendix A to the Statement of Work contained information anddocumented the template, category, description, and pre-requisites of each Excel template the customerwould be provided with for the conversion project.
Per your request for clarification, Appendix B to the Statement of Work contained information anddocumented each of the fields in the templates, along with field notes (whether that field was required oroptional), and sample data for the customer.
The customer was afforded ample time to review the Statement of Work (including both Appendix A andAppendix B) and the opportunity to address any concerns prior to execution. The customer signed theStatement of Work on March 31 , 2015 and did not raise any comments, questions, or requests for revisions.The remaining contents of Appendix A and Appendix B contain customer and Vertafore confidentialinformation, which we would be unable to disclose. We hope that the above explanation has provided youwith sufficient clarification. If you have any questions, please feel free to contact me at the address ortelephone number listed below.Thank you,
/s/ Catherine V[redacted]Catherine V[redacted]Counsel[redacted]

RE: Revdex.com Complaint- Case ID [redacted]This follow up is sent on behalf of Vertafore, Inc. ("Vertafore") and is in response to the original complaint filedwith the Revdex.com ("Revdex.com") by Mr. [redacted] of [redacted] on November 4, 2015.
After conducting an internal review of the...

complaint, we believe there was a misunderstanding between theparties. Accordingl y, both Vertafore and [redacted] have come to a mutually agreeable resolution,which amicably resolved all the issues at hand.
Please contact the undersigned if you need any further information.
Sincerely,
Catherine V[redacted]
Counsel
[redacted]Please See Attached[redacted]

Vertafore has no additional information to provide as all the additional comments by Mr. [redacted] are addressed in our first response on this matter.