Vertafore Inc

We have previously informed the customer that he was charged on September 7, 2017 for two months of past due invoices (i.e., unpaid invoice [redacted] which was due on July 11 but not paid, and invoice [redacted] which was due on August 8 and not paid).  On September 8, 2017, the customer was charged for his September monthly subscription under invoice [redacted].  On October 1, 2017, the customer was billed for his October and November subscriptions under invoice [redacted].  The customer received a letter for the October bill regarding a change in Vertafore's billing practices, which changes from billing in arrears to billing in advance.  The month of October marked a transition to a month in advance billing cycle. The customer may cancel any subscription on 60 days' advance notice.  Therefore, the prior payments were either for past due or then currently due amounts.  Our billing department will separately be reaching out to this customer to further discuss his services with Vertafore, and we appreciate your business.  Thank you.

RE: Revdex.com Complaint – Case ID [redacted]
This response is sent on behalf of Vertafore, Inc. and is in response to the complaint filed with the Revdex.com (“Revdex.com”) by Mr. [redacted] of [redacted] which complaint...

was provided to Vertafore by the Revdex.com on August 24, 2015.
[redacted] complains that: (1) Vertafore did not provide it with sufficient details as to the scope of the services and customer responsibilities for the conversion project; (2) Vertafore could not handle additional customization requests once [redacted] expanded the scope of the conversion; and (3) that its request for cancelation a month and a half after signing the contract should be honored.
As to the first complaint, prior to implementation, the Vertafore sales and project management teams met with [redacted] to discuss the scope of the conversion. The conversion that [redacted] requested was a basic conversion which Vertafore has performed many times for its other customers.
Following the preliminary discussions, [redacted] was provided with a detailed Statement of Work for the conversion consisting of twenty one (21) pages. The customer responsibilities and assumptions were laid out in the Statement of Work and included uploading instructions. Also included in the Statement of Work was Appendix A and Appendix B. Appendix A listed each specific template for the conversion project, with details on the category, description, and pre-requisites. Appendix B listed each specific field for the template, with details on account information, field notes, and sample data. Appendix A and Appendix B accounted for eighteen (18) pages of the Statement of Work.
[redacted] reviewed the Statement of Work prior to signing. The Statement of Work was signed by [redacted] on March 31, 2015, without further comments, questions, or revisions.
As to the second complaint, [redacted] initially wanted a basic conversion of its existing system into Vertafore’s software. After it requested a customized conversion, Vertafore agreed to provide the customized conversion to [redacted] at no further additional cost. [redacted] then claimed that the customization could not be delivered according to its specifications and subsequently refused to attend meetings or cooperate further with Vertafore to complete the implementation of the customized conversion.
As to the final complaint, [redacted] signed a contract with Vertafore on March 31, 2015. The contract was for a term of one-year which could not be terminated until March 31, 2016. This fact was communicated to [redacted] and clearly stated in the contract. Details on how to cancel the contract following the first year were also included in the contract. May 13, 2015 was the first that we heard from [redacted] that it wished to terminate the contract. As [redacted] signed a contract agreeing to be bound to a one-year term, the request for early termination was denied via email on July 24, 2015 and again on July 27, 2015.
Vertafore has fully performed its obligations under the contract and remains committed to finishing the implementation provided that [redacted] performs its obligations as it agreed to under the Statement of Work.
Please contact the undersigned if you need any further information.Sincerely,
Catherine V[redacted]Counsel

Complaint: [redacted]
I am rejecting this response because: there is no resolution listed in their response.  No one from Vertafore has contacted me and responded to the issues I have with Vertafore nor have they responded to my requests for billing statements, etc.
Sincerely,
[redacted]

[redacted]Please view attached document[redacted]
Revdex.com Complaint – Case ID [redacted]
Please be advised that on September 9, 2015, Vertafore, Inc. (“Vertafore”) provided formal notice to Ms.[redacted] of its termination and non-renewal of its membership with the Revdex.com...

(“Revdex.com”)effective as of October 10, 2015. We instructed that the Revdex.com, to the extent legally possible, remove from theRevdex.com website any profile pages, feedback, reviews and complaints for Vertafore and its affiliated entities.Attached is a copy of the termination letter for your records.We must reiterate again that we no longer wish to be listed on the Revdex.com website and that you are furtherinstructed to cease accepting or posting filings directed at Vertafore.As such, we will not, and have no legal obligation to, respond to the above mentioned Case ID or any othernotices received after October 10, 2015.

Complaint: [redacted]I am rejecting this response because:
[redacted]Please View Attachments[redacted]Sincerely,[redacted]
Dear [redacted],
I am responding to the reply that Vertafore gave to my complaint 6/16/15
In that response Vertafore indicated I had a signed contract with them. They included a copy of said contract which I saw for the first time. I have some paper work and notes from Sept. of 2013 when I started doing business with them, but they never sent or told me of a contract. I did sign a credit card form authorizing [redacted] to make an initial payment to Vertafore and set up a recurring monthly payment on [redacted] Visa card. The signature you see on that form is mine. I did not sign any other form with them. I did not sign any form with [redacted]. I never agreed to anything with [redacted], a vender I know nothing about. The signature on the page dated 9/19/2013 that has the name and signature of [redacted] and a signature purported to be mine is not my signature. I did not agree to have anyone else sign my name. I was not using their services and spoke with someone March '13 requesting they not charge my credit card. That's when I got an email from a Tokini D[redacted] stating he was getting a processing error with my credit card. I called the phone number that was on the e-mail and got an out of service message. I tried a couple of days later and got the same message. And again on 8/25/2015, while preparing this narrative, I tried again. It rang about 3 or 4 times and went to fax. Still not working. You charged my card again on 4/9/2015 for $185.32 This is after You knew I wanted to terminate my service. Take a look at my statement attached with this note. I consulted my bank and they said the only way to be sure that this will not happen again would be to cancel the card. On their advice I did cancel. They issued a new card and transferred everything over. I will consult with the 2 professional organizations that I am a member of to get some information and advice on [redacted] on how they operate. One is Certified Financial Planner ®' member [redacted] and Independent Insurance Agents & Brokers®. If you need more information feel free to call at [redacted] or email [redacted]@optonline. Sincerely,

Vertafore provided the customer an expedited refund for previously disputed billed charges, and confirmed with the customer that her account was cancelled in full and no further invoices will be received.  We appreciate the customer reaching out with her concerns.

Complaint: [redacted]I am rejecting this response because Vertafore has shown no proof of providing any [redacted] listed in the statement of work.Sincerely,[redacted]

Dear Ms. [redacted], This response is sent on behalf of Vertafore Inc. and is in response to the complaint filed on June 16, 2015 with the Revdex.com by [redacted] (ID # [redacted]), which complaint was received by the undersigned on August 17,2015. Mr. [redacted] complains that (1)...

his signature was forged on the Vertafore contract and he in fact had no contract with Vertafore, and (2) that he provided notice of termination of service in March 2015 and should not be required to pay for any services for March and April,2015,or any later months despite the contract requirement for 60 days notice to terminate services. As to the first complaint, Mr. [redacted] electronically signed an order for Vertafore services on September 19, 2013. A copy of this signed order is attached, along with the terms License Agreement terms referenced in the order and provided with the product. The signature may not look like his handwritten signature because he signed it electronically. However it is an enforceable acceptance of the order and license terms because it was gathered using a very well accepted electronic signature vendor ([redacted]) and was generated by someone who accessed Mr. [redacted] email address (where the [redacted] document was sent). Mr. [redacted] in fact used and paid for these services for more than 16 months which further evidences his acceptance of the order terms. He asked Vertafore to bill his credit card for monthly service fees, which Vertafore did every month of service from when he signed up in Sept 2013 until his termination. As to the second complaint, Mr. [redacted] did not in fact provide notice of termination in March 2015 as claimed. While the order form incorporates contract provisions which do in fact require a 60 day notice to terminate service (see paragraph 6 of the License Agreement incorporated by reference into the first paragraph of the order), and while Mr. [redacted] received further communicates indicating he was required to provide a 30 day notice to change his billing credit card, he did not in fact provide any notice of his wish to terminate our services. In fact what he did in March was cancel the credit card to which Vertafore billed his monthly service fees from commencement in 2013 through February 2015. Simply canceling the credit card to which services are billed is not in any way notice to Vertafore of termination of service. Mr. [redacted] claims he called Vertafore in March 2015 but the phone was out of service. Vertafore did not have any phone service outages in March or April 2015,and we have not had any other customers indicate they were unable to reach us due to phones being out of service. Our notes reflect that Vertafore contacted Mr. [redacted] office by email on March 11,2015 to indicate that his credit card company had declined payment of his March monthly service fees.We attempted to contact him again by phone on April 3 about the decline of his credit card for payment of March monthly fees. On April14,2015 was the first that we heard from Mr. [redacted] that he wished to terminate his service contract. Vertafore sent him the form needed to authorize us to make changes to his services- which form reinforces the requirement for 30 day notice to change credit card billing details. At that time Vertafore agreed to waive the notice period requirement and instead allow Mr. [redacted] to terminate effective April 30, 2015. This was explained to Mr. [redacted] by emails and phone calls on April14, 2015,and on May 15,2015, and on May 20,2015,and on May 29, 2015. To date he has not paid any amounts on the past due balances for March 2015 and his account has been turned over to collection. The amount still owing for March 2015 service fees is$ 185.32, and is many months past due. Please contact the undersigned if you need any further information.
Sincerely,
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]