ZeeBlu

We are sorry to hear about a dissatisfied customer and will proceed with closing paperwork With regards to the complaint, we have reached out to this merchant numerous times by phone, business email and personal email We even reached out to Bank of America with whom the customer switched his account without our knowledge Bank of America made an effort to close the account on behalf of the merchant which we are unable to honor legally We have an agreement in place in order to service our clients merchant services needs We offer to meet any other competitive offers so that our customers always pay the lowest rates in the industry If a customer chooses to not honor this relationship, that is their choice I believe that Bank of America made it sound easy to switch in order to get this merchants business At the end of the day, the blame is being placed on us because the transition didn't go smoothly We will be sending over the closing paperwork for signatures Once we receive this document, we will send it into the processor to close the account

As a company that focuses on building partnerships with our customers, we are saddened to find this review of our services but especially disappointed as the
information stated is simply inaccurateBelow is a response to the complaint made, providing details about the account as logged through our email and management systems
Family Fuel signed with ZeeBlu in November of We offer a day moneyback guarantee for our agreement, however we did not agree on a day completion date for the website purchased, as our timelines fluctuate according to when content and feedback is received by the customer, etc.
Family Fuel's website was completed December 11th, We received new graphics two days later and another round of changes on December 27th in which the customer admitted several changes were options we had not discussed beforeWe went forward with the new changes on his behalf.
In January, the customer received a tutorial on how to edit the website himself and received his own username and password to the websiteAs a company, we have a master password that we use to access each of our websitesWe create separate credentials for the customer
On February 6th, Family Fuel signed a new contract replacing his email strategy (of which he approved email content and templates that were distributed) with an SEO strategyWhile the customer claims no work was done for days into this new contract, he received a complete website analysis and keyword recommendations on February 20thOn the 25th, a conversation was had via phone to discuss the keyword suggestions and additional research was requested by the customerZeeBlu did the additional research and delivered the data on April 3rdFamily Fuel approved his keyword selections on April 5thDue to a family emergency, ZeeBlu was then instructed to "move forward on the account with your best judgement," which we of course did
Family Fuel received monthly analytics throughout the course of his strategy and requested a meeting with ZeeBlu for May 19thDuring this meeting, the customer stated concerns regarding his strategy, which we addressedAs a conclusion of the meeting, ZeeBlu agreed to one more round of revisions on the website and provided the customer with instructions on editing his website as well as tips on utilizing other aspects of digital media to help grow his businessWebsite credentials were requested and delivered once again on May 21st
ZeeBlu received the agreed upon website edits on June 2nd, however the customer also stated that their website had been tampered withZeeBlu reassured Family Fuel that we had not accessed the website as we had just received revisionsOn June 3rd, Family Fuel asked to terminate services with ZeeBlu, claiming we had made unauthorized changes to the websiteAs stated earlier, ZeeBlu only uses a master password to access our websites and upon investigation as to when the website was last accessed and by which user, it was found that Family Fuel's login credentials had been used to edit pages on the website on May 29th.
It is disappointing for the ZeeBlu team to be accused of deliberately making errors or changes to a website or any aspect of a customer's strategy without approvalWe work in very efficient timelines and we pride ourselves on our implementation process and the work we do to get every account up and running with a solid foundation for success.
We keep records of emails with our customers as well as log each task our team completesZeeBlu feels that we made every effort to satisfy Family Fuel as a customer and worked outside of our strategy timelines to provide additional support and resourcesWe had every intention of working to bring the website to the customer's standards before his decision to terminate his agreement before the term date and there was a six month guarantee standing on his SEO strategyWe try to motivate each customer to follow through with the strategy vision and we are saddened to hear that Family Fuel did not share this vision
We believe that this complaint is in an effort to get out of a contract without paying We offered Family Fuel a buyout (which we don't normally offer) that would cover the cost of work that we already incurred Of course we were willing to carry on the original agreement that both parties made, but when Family Fuel decided they didn't want either option, this Revdex.com complaint arose Again, we are saddened to see someone unhappy, but stand up for our effort in this case We hope that Family Fuel sees this response and the effort that was made and decides to pay the buyout in order to cover the work that we did on their behalf
Should any persons want to view records or screenshots of the correspondence mentioned above, please contact ZeeBlu

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10028812, and find that this resolution is satisfactory to me in regards to closing my accountsI would like the merchant account to be closed retroact to March when I and our New Merchant Company were trying to cancel my serviceWe have no records of calls, messages left and it took us to contact the Revdex.com to get a response
Regards,
*** ***

Again, the ZeeBlu team finds Steve's perspective on the partnership we had created very disappointing. The ZeeBlu strategy includes the building of a strong, upfront foundation that pushes a digital marketing plan into execution and our marketing consultants meet with their clients once a month to review and set goals. While we welcome any concerned prospect to discuss the details of Family Fuel's experience, we also have a number of satisfied and enthusiastic customers willing to share their positive experience with you.

Complaint: 10151937
I am rejecting this response because:
While Zeeblu finds my "perspective on the partnership we had created very disappointing" apparently they are not disappointed enough to do something about it.
They fail to resolve this matter in any way that does not include them being paid top dollar for work they did not do, did extremely late, or did very poorly.
What they care about is getting the next contract signed and paid for.
If you read their comments, that seems to be their primary goal.
 
From our perspective, here is Zeeblu's unstated message, "We don't agree with Family Fuel, yet we are unwilling to budge on getting paid the maximum for doing the minimum, and since we don't want real accountability for a job gone wrong, we will focus on dismissing Family Fuel in order to keep receiving new clients.  We are right and they are wrong."
 
Sometimes things go wrong in business.  I can fully understand and appreciate that.
Wise and caring business people are willing to resolve such matters quickly and with compromises, admitting fault and moving on.
Zeeblu has yet to do any of these.
Their actions provide a glaring neon sign to future clients that says,
"If by chance we make a mistake (or many mistakes) on your account, we will not compromise on a solution, we will not admit any fault, we will place the entire burden of our mistakes on the client, and when you try to cancel your contract, will will take you to collections."
 
Doing business with people like that is very risky and can be very shaming and demoralizing because not only is the customer always wrong, they are to blame and really have no say in this "partnership."
 
By the way, check out their invoices in the attached files.
One buyout invoice dated 6/26/14 is for $1750.
The other invoice dated 7/18/14 is for $1950.
Apparently they felt they earned an additional $200 somehow in those 22 days, after I told them I no longer needed any services form them on 6/3/14.
Attention to detail is important in marketing. And invoicing.
As soon as we signed the contract and were past the 30 day money back period, the lack of attention has been unbelievable. 
 
[redacted]

We are sorry to hear about a dissatisfied customer and will proceed with closing paperwork.
 
With regards to the complaint, we have reached out to this merchant numerous times by phone, business email and personal email.  We even reached out to Bank of America with whom...

the customer switched his account without our knowledge.  Bank of America made an effort to close the account on behalf of the merchant which we are unable to honor legally.  We have an agreement in place in order to service our clients merchant services needs.  We offer to meet any other competitive offers so that our customers always pay the lowest rates in the industry.  If a customer chooses to not honor this relationship, that is their choice.
 
I believe that Bank of America made it sound easy to switch in order to get this merchants business.  At the end of the day, the blame is being placed on us because the transition didn't go smoothly.  
 
We will be sending over the closing paperwork for signatures.  Once we receive this document, we will send it into the processor to close the account.

Review: I engaged Zeeblu in November, 2013 for them to help with marketing the nonprofit I am Executive Director of, Family Fuel. They offered a 30 day money back guarantee and I was promised that my website would be up and running by that time. Thirty days came and went and the website was not live. They continued to be paid monthly.Finally, by 45 days, the site was live, but had awful errors in it and displayed photos that I did not have the copyrights to, thus a legal issue for the nonprofit.Zeeblu offered to fix the errors for more money. I told them that wasn't what they promised. By 90 days into the contract, many errors persisted on the site and told them I was not happy with the service or the website. By then, Chad, the owner, begrudgingly consented to fix most of the errors on the site at no charge. I re-negotiated the contract to add SEO and take off email service, which was woefully ineffective. Thirty more days went by before they began the SEO strategy, yet being paid for it the whole time. 6.5 months into this contract, I told them I was not happy with the website, as errors were still there after all this time and they were going to act to keep my business. They made promises to make changes to the site at no charge to "do whatever it took to make me happy." 3 more weeks went by without action, I knew it was time to stop. After they had told me they would fix some spacing issues on the site for free, I went to my site one day and the spacing was so bad, you could not even understand what the page was trying to say. Headings & descriptions were on the same lines, and honestly it looked like a 4 year old had created the page. I told them this was absolutely unacceptable, and it needed to be fixed right away. They emailed back accusing me of making the errant changes (I never even knew how to make any changes on the site), and offered to change it back for $100 / hr.The website was NEVER correct in 7 months.I had to trash it completely and start it over from nothing.Desired Settlement: Zeeblu wants more money after I have given them $4250 for a website that was never correct, 2 emails they sent, and 2 months of SEO.They want $1750 or $1950 more, they sent conflicting emails with those 2 different amounts!They say If they don't get it by July 30, they will send this to collections.I really want all our money back - $4250 because of their sloppy work and continuous missed deadlines, and obviously not be sent to collections.I would settle for a refund of $2000.

Business

Response:

As a company that focuses on building partnerships with our customers, we are saddened to find this review of our services but especially disappointed as the information stated is simply inaccurate. Below is a response to the complaint made, providing details about the account as logged through our email and management systems.

Review: I have been working with Zeeblu since a little before the beginning of the year and had contracted them to build our new business website. Our old website was SEO optimized which drove online business to our site and our new website was promised to be optimized for online visibility as well. I have tried to contact Zeeblu at various times and have waited over a month for a return call. My calls simply went unanswered. Feeling that they were screening my calls I had someone call on my behalf and the business of course picked up right away. I have had several businesses and colleagues look over the site and confirm that the SEO is lacking and needs work. However since then I have had two meetings to address the need for the website to be properly search engine optimized and am continuing to lose business as a result of their misconduct. In these meeting I have been told both that I can invest more money to have them perform continual SEO on our site and also now being told that only promise me "SEO friendly" which site which was not true.Desired Settlement: If this company would like any working relationship to continue from myself or my business affiliates I need them to honor their commitment to the work promised and stop shirking responsibility for a poorly executed SEO website job. I am exhausted in meeting with them when little to no action results. I would also like to talk to the CEO, [redacted] to inform him on my experience in the brief amount of time I have worked with his company.

Business

Response:

Its always a bummer to see an unsatisfied customer! I have reached out to Bridgette for an in person meeting to see if things can be resolved.

Review: Be trying to cancel my merchant services for over 2 months. We call and leave messages and no return calls back to us. We've tried emailing our request to cancel and ZeeBlu continues to bill us for monthly fees.Desired Settlement: cancel our existing merchant account and for spending almost 2 months of calls attempting to cancel and being charged monthly fees I would like a refund of the billing since March and another $250 for our time.

Business

Response:

We are sorry to hear about a dissatisfied customer and will proceed with closing paperwork.