This customer has been a customer of ours since 2006. Each year we speak to the business owner and discuss the renewal options with them. On 9/24/2014 our sales representative called this business for the renewal and spoke to the person filing this complaint. She mentioned that the company would not...
be renewing with us this year. Because this company has advertised with us for so long, our rep was pointing out the disadvantages of cancelling this account. Upon review of the recorded call between our rep and this company we also believe that our rep could have handled this call more professionally. Although our rep is very passionate about our program and the products we sell, his demeanor on the phone is not one that we support. The Sales Manager of our company did speak to him about this call and discussed ways to express his concerns in a professional matter. We have very strict guidelines on the verbiage our reps are allowed to use and due to this infraction of our policy, there was discipline action that followed. The rep received a written warning and was put on a calling restriction. We take this kind of issue very seriously and can assure that the proper actions were taken to prevent this from happening again. I would like to extend my sincere apologies to this company for the actions of our sales representative.
I have reviewed the response made by the business in reference to complaint ID [redacted], and while I disagree with their version of events, I find that this resolution is satisfactory to me. Please have them issue the refund as offered and confirm that there will be no additional charges. Kindly confirm when the refund will be issued.
Regards,
[redacted]
On June 18, 2014, this customer purchased an online advertising package through our compnay for a total contract amount of $1000.00. The contract consisted of an 1/8 Page Ad in the [redacted] LA directory in the [redacted] heading, the [redacted] and a Special Offer. We created the ad...
and sent the customer a proof to review. On June 30, 2014 the customer emailed in approval of the work and on July 2, 2014 the ad was published in our directory. Per our customer log, the customer called in on July 18, 2014 with concerns that she could not find the YPC listing while performing a Google search. She briefly spoke to someone in our production department. The customer called in again on July 29, 2014 and was transferred to our Customer Service Department with the same concerns. We discussed these concerns with her and advised her we needed to look further into the issues but would have her Sales Representative call her back by the end of the day with a resolution. Her Sales Representative called her back within the hour and together they were able to resolve her issues. The resolution consisted of adding an additional product on to her contract at no additional cost to her. This product will ultimately help her placement on Google Maps. The customer does not wish to cancel at this time.
I believe this issue has been handled diligently and in an appropriate time frame and would like this complaint closed as information only.
In February 2013, [redacted] Bookkeeping signed up for the Revdex.com Get Noticed program. They renewed the program in 2014. In 2015 they decided not to renew and cancelled the program us. In 2017, they decided to sign back up with us but with a different program. They signed up with our YPC...
program which included our Social Media Management and our Speed Listings Network (Business Listings Management). Although all social media and business listings management was set up and completed the client was not seeing any progress. The first email we received from the client expressing concern was in December and I immediately responded to the complaint. The client and I communicated via email and also had a phone conversation. At that time she expressed that she has been trying to reach her account representative and was upset that she felt this was going on deaf ears. I fully explained to her what we have done through the advertising campaign she purchased. She was happy to see that we did complete the work assigned to us. Because we felt we could have done more on one of her social media networks we decided to run an additional paid campaign on her [redacted] account. I am still personally working with this client to ensure she is satisfied. Lana S. Sales Operations Manager
On January 14, 2015, Mr. [redacted] purchased an Enhanced
Listing and a 3 page mobile friendly website through the [redacted] program. On January 30, 2015 Mr. [redacted] upgraded this listing to a Featured
Listing. The proof was sent to him on February 17th. We called the AB...
for
approval but didn’t get a hold of him until March 3rd. At that time he said he
would look at the proofs and get back to us by the end of the week. The AB
(actually his bookkeeper) emailed us on March 4th and asked to cancel. The
email stated the following- “I was under the assumption that this was a [redacted]) endorsed project, and it is not. I would like to cancel everything and
have the money I have already paid refunded please”. Our Assistant Sales Manager
called him on the same day and verified that we were in fact partnered with his
local [redacted] and gave him the contact number to call someone at [redacted] directly to
confirm. She walked him through the entire program again. On this call the AB
also asked for examples of how the listing will look once it was published. She
sent him examples of the program as well as her contact info so if he had any
questions he could contact her directly. They had a great conversation and he
seemed to understand how the program works at the end of the call. On March 9th, our production department called the AB to see
if he had time to review the proof. The AB told our production rep that he
would like to talk to our assistant sales manager again to get some additional
information from her. The call was transferred to her and all of his concerns
were address again. The AB asked her to send another example of the program in
the [redacted] region. She sent him a few more examples and suggested to him that we
get his listing published so he would be able to see the final product and hopefully
this would clear up any confusion. On March 13th the AB sent two emails back to back to our
assistant sales manager. The first one asked for us to cancel the program and
the second email stated we incorrectly processed a payment on March 11th. The
assistant sales manager was on vacation in Florida when she received the emails
but forwarded them over to the office and asked the sales manager to call. Unfortunately,
the sales manager didn’t get to the email until Monday the 16th since it was
sent in late on Friday. He called the customer to let him know that we did
incorrectly process a payment of $750.00 (actually this was the original
payment amount and date agreed to when the customer first signed up on January
15th but then this changed when he decided to upgrade to the higher tier) but
it had already been refunded to his account and he should see it reflected in
the next day or two. They discussed the listing again and the AB said he would
review everything but didn’t want to be rushed. They also had a good
conversation and the AB seemed happy.The day after (March 17th) the AB called in again and said
he received a call from his bank stating we processed yet another payment of
$750.00. This is where the bank went wrong; it wasn’t an incorrect payment, it
was the refund we had just processed and they mistakenly told the AB it was a
payment. The AB gave us the contact info to his bank representative. We called
the bank directly and spoke to [redacted] (###-###-####) and straightened out the
situation. [redacted] was going to call the AB back to let him know she made a
mistake. We called the AB back a few times after this but never got a
hold of him. We continued to process the monthly payments (as agreed to) in
April and May. The AB sent us an email late on May 1st which we didn’t get
until the morning of May 4th which is also when we received the complaint. As I stated there was so much confusion on this account; The
AB’s confusion with our partnership with [redacted], the AB’s confusion with not being
able to see his listing up and live before it was published, the payment we
processed incorrectly, the bank telling the customer we were trying to take
another incorrect payment rather than showing him it was a refund. I have no problem cancelling and refunding this customer but
I would like to keep his listing up for the remainder of the contract period as
an act of good faith. I do not want him walking away thinking we are that type
of business. We do care about our customers and will always stand by the
product we sell.
On April 30, 2014, this customer's contract was renewed for a total contract amount of $1000.00. The customer has been with us for five years. The contract consisted of a YPC Enhanced Listing, a Bold Listings, the Smart Listings Network and a Special Offer. On June 23, 2014, the customer...
issued a chargeback in the amount of $333.00 (the same amount of the down payment). We responded to that chargeback and it was resolved in our favor, allowing us to keep the $330.00 down payment. After this decision was made, the customer contacted us again and he was refunded the entire $333.00.
We were able to resolve this issue with the customer directly.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I was pleased to receive a call from YPC media rep, Lana, yesterday. We had a pleasant conversation that cleared up the situation and I am very satisfied with the resolution.
Regards,
[redacted]
I would like this completely canceled and my money refunded. Thank you
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
This customer has been a customer of ours since 2006. Each year we speak to the business owner and discuss the renewal options with them. On 9/24/2014 our sales representative called this business for the renewal and spoke to the person filing this complaint. She mentioned that the company would not...
be renewing with us this year. Because this company has advertised with us for so long, our rep was pointing out the disadvantages of cancelling this account. Upon review of the recorded call between our rep and this company we also believe that our rep could have handled this call more professionally. Although our rep is very passionate about our program and the products we sell, his demeanor on the phone is not one that we support. The Sales Manager of our company did speak to him about this call and discussed ways to express his concerns in a professional matter. We have very strict guidelines on the verbiage our reps are allowed to use and due to this infraction of our policy, there was discipline action that followed. The rep received a written warning and was put on a calling restriction. We take this kind of issue very seriously and can assure that the proper actions were taken to prevent this from happening again. I would like to extend my sincere apologies to this company for the actions of our sales representative.
I have reviewed the response made by the business in reference to complaint ID [redacted], and while I disagree with their version of events, I find that this resolution is satisfactory to me. Please have them issue the refund as offered and confirm that there will be no additional charges. Kindly confirm when the refund will be issued.
Regards,
[redacted]
On June 18, 2014, this customer purchased an online advertising package through our compnay for a total contract amount of $1000.00. The contract consisted of an 1/8 Page Ad in the [redacted] LA directory in the [redacted] heading, the [redacted] and a Special Offer. We created the ad...
and sent the customer a proof to review. On June 30, 2014 the customer emailed in approval of the work and on July 2, 2014 the ad was published in our directory. Per our customer log, the customer called in on July 18, 2014 with concerns that she could not find the YPC listing while performing a Google search. She briefly spoke to someone in our production department. The customer called in again on July 29, 2014 and was transferred to our Customer Service Department with the same concerns. We discussed these concerns with her and advised her we needed to look further into the issues but would have her Sales Representative call her back by the end of the day with a resolution. Her Sales Representative called her back within the hour and together they were able to resolve her issues. The resolution consisted of adding an additional product on to her contract at no additional cost to her. This product will ultimately help her placement on Google Maps. The customer does not wish to cancel at this time.
I believe this issue has been handled diligently and in an appropriate time frame and would like this complaint closed as information only.
In February 2013, [redacted] Bookkeeping signed up for the Revdex.com Get Noticed program. They renewed the program in 2014. In 2015 they decided not to renew and cancelled the program us. In 2017, they decided to sign back up with us but with a different program. They signed up with our YPC...
program which included our Social Media Management and our Speed Listings Network (Business Listings Management). Although all social media and business listings management was set up and completed the client was not seeing any progress. The first email we received from the client expressing concern was in December and I immediately responded to the complaint. The client and I communicated via email and also had a phone conversation. At that time she expressed that she has been trying to reach her account representative and was upset that she felt this was going on deaf ears. I fully explained to her what we have done through the advertising campaign she purchased. She was happy to see that we did complete the work assigned to us. Because we felt we could have done more on one of her social media networks we decided to run an additional paid campaign on her [redacted] account. I am still personally working with this client to ensure she is satisfied. Lana S. Sales Operations Manager
On January 14, 2015, Mr. [redacted] purchased an Enhanced
Listing and a 3 page mobile friendly website through the [redacted] program. On January 30, 2015 Mr. [redacted] upgraded this listing to a Featured
Listing. The proof was sent to him on February 17th. We called the AB...
for
approval but didn’t get a hold of him until March 3rd. At that time he said he
would look at the proofs and get back to us by the end of the week. The AB
(actually his bookkeeper) emailed us on March 4th and asked to cancel. The
email stated the following- “I was under the assumption that this was a [redacted]) endorsed project, and it is not. I would like to cancel everything and
have the money I have already paid refunded please”. Our Assistant Sales Manager
called him on the same day and verified that we were in fact partnered with his
local [redacted] and gave him the contact number to call someone at [redacted] directly to
confirm. She walked him through the entire program again. On this call the AB
also asked for examples of how the listing will look once it was published. She
sent him examples of the program as well as her contact info so if he had any
questions he could contact her directly. They had a great conversation and he
seemed to understand how the program works at the end of the call. On March 9th, our production department called the AB to see
if he had time to review the proof. The AB told our production rep that he
would like to talk to our assistant sales manager again to get some additional
information from her. The call was transferred to her and all of his concerns
were address again. The AB asked her to send another example of the program in
the [redacted] region. She sent him a few more examples and suggested to him that we
get his listing published so he would be able to see the final product and hopefully
this would clear up any confusion. On March 13th the AB sent two emails back to back to our
assistant sales manager. The first one asked for us to cancel the program and
the second email stated we incorrectly processed a payment on March 11th. The
assistant sales manager was on vacation in Florida when she received the emails
but forwarded them over to the office and asked the sales manager to call. Unfortunately,
the sales manager didn’t get to the email until Monday the 16th since it was
sent in late on Friday. He called the customer to let him know that we did
incorrectly process a payment of $750.00 (actually this was the original
payment amount and date agreed to when the customer first signed up on January
15th but then this changed when he decided to upgrade to the higher tier) but
it had already been refunded to his account and he should see it reflected in
the next day or two. They discussed the listing again and the AB said he would
review everything but didn’t want to be rushed. They also had a good
conversation and the AB seemed happy.The day after (March 17th) the AB called in again and said
he received a call from his bank stating we processed yet another payment of
$750.00. This is where the bank went wrong; it wasn’t an incorrect payment, it
was the refund we had just processed and they mistakenly told the AB it was a
payment. The AB gave us the contact info to his bank representative. We called
the bank directly and spoke to [redacted] (###-###-####) and straightened out the
situation. [redacted] was going to call the AB back to let him know she made a
mistake. We called the AB back a few times after this but never got a
hold of him. We continued to process the monthly payments (as agreed to) in
April and May. The AB sent us an email late on May 1st which we didn’t get
until the morning of May 4th which is also when we received the complaint. As I stated there was so much confusion on this account; The
AB’s confusion with our partnership with [redacted], the AB’s confusion with not being
able to see his listing up and live before it was published, the payment we
processed incorrectly, the bank telling the customer we were trying to take
another incorrect payment rather than showing him it was a refund. I have no problem cancelling and refunding this customer but
I would like to keep his listing up for the remainder of the contract period as
an act of good faith. I do not want him walking away thinking we are that type
of business. We do care about our customers and will always stand by the
product we sell.
On April 30, 2014, this customer's contract was renewed for a total contract amount of $1000.00. The customer has been with us for five years. The contract consisted of a YPC Enhanced Listing, a Bold Listings, the Smart Listings Network and a Special Offer. On June 23, 2014, the customer...
issued a chargeback in the amount of $333.00 (the same amount of the down payment). We responded to that chargeback and it was resolved in our favor, allowing us to keep the $330.00 down payment. After this decision was made, the customer contacted us again and he was refunded the entire $333.00.
We were able to resolve this issue with the customer directly.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I was pleased to receive a call from YPC media rep, Lana, yesterday. We had a pleasant conversation that cleared up the situation and I am very satisfied with the resolution.
Regards,
[redacted]
I would like this completely canceled and my money refunded. Thank you
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]