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 belowOn 2/10/2016, I received an itemized list of what Zwas going to do, but NEVER a contract I called many times, NOT just from my cell number as I was at work when I tried calling them, and they NEVER picked up I had a confirmed appointment on 2/to get my WebSite startedThey not only didn't make the appointment but NEVER called to apologize or rescheduleOn 3/7/at 10:57am I emailed the representative who supposedly was to help me, [redacted] asking what happened to him and why he didn't follow up with ,meHe NEVER emailed or called meon 3/9/at 9:am EST when I didn't hear back from him, I was fed up and I emailed that I wanted a refund, and that they hadn't done anything they promised and a Month had already gone by It was ONLY then after I asked to cancel and be refunded that Zstarted to call me...they NEVER EMAILED me...I have Every email I EVER RECEIVED They are liars and did not provide an ounce of serviceI expect a full refund When they never reached out to me, Regards, [redacted]
Dear to whom it may concern, We have been working with Mr [redacted] for quite some time and able to assist him with multiple items pertaining to his marketing strategiesIt is always disappointing to see a client go and I’m sorry to hear that there was a mistake done by one of our representatives that put Mr [redacted] in an uncomfortable situation that effected his confidence with our product The situation that Mr [redacted] is referencing does involve a process that the client can view the preview of what will be sent out in order to prevent such matters from occurringHaving said that it is also of vital importance that we get it right the first timeAs a representation of my apologies for any inconvenience and dissatisfaction Mr [redacted] endured and I will waive his final invoice and consider his account settled in full with no additional cost I wish the best of luck to Mr [redacted] in his future endeavors Thank You, [redacted]
Mr [redacted] signed up with a PropertyPulse Elite package on 4/29/He was presented the option to go with either a month-to-month package or a year contract at different pricesMr [redacted] opted for the lower priced option and signed up for a year contractHis website was built and a welcome email was sent to Mr [redacted] on 4/30/with a link to his login, his user name and password and the ability to see the site on a temporary domainHe did request to cancel on 5/6, which is outside is day right for a refund but decided to stay on board at that timeHe also signed up for IDX with us and that data is updated every hours based on the information his MLS sends to usWe can only pull the status of listings provided to us by the MLS and the challenge Mr [redacted] has is that we are not able to pull Pending or Backup properties from his MLSThis data is not incorrect, but it is not available for his MLS in our product Currently he has a website up and running and the website is the same style and layout he was shown during the sales presentation when he decided to purchase the productZhas a cutting edge social media and website product that superior to most other competitors in this market place ZResolutionThe client can buy out of his contract by paying the original difference in setup price between a year contract and a month to month agreement The difference is setup price is $We look forward to hearing from Mr [redacted] on whether he would like to continue his service or take the option to buy out the contract for $then he can cancel at any time he chooses with a day noticeHe is not eligible for a refund at this time based on his account
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meThe company worked directly with me in resolving and wanted to go above and beyond because she said it was "the right thing to do." I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
16px;">On 2/14/Mr [redacted] signed up with a Z57, “PropertyPulse Executive Package - Web Data” account and agreed to our Terms and ConditionsOur Terms and Conditions are always provided at the point of sale, as we ensure all clients have the opportunity to ask any questions they might have on these before finalizing their purchase [redacted] agreed to the Terms and Conditions on 2/14/3:22pm, below you can see the details of this agreement The Terms and Conditions state the following with regards to cancellations: You, or your authorized representative, have up to business days following the date of your receipt of these Terms to cancel service and receive a full refundAfter business days, all sales will be considered finalAs an example, if you purchase a website on Monday, you will be eligible for a refund through the end of business on Thursday You are responsible for providing all content for your siteStock photos and graphics will be used until you submit photosYou should take extreme care diligence in securing and providing your own content for postingYou should ensure that you have ownership of all content you provide to us Custom edits, upgrades and/or color changes outside the scope of the marketing control center ("MCC") may be available at an additional cost through Z57's support services After the cancellation period provided in paragraph above, customers may cancel monthly service by providing us with days prior noticeYou will be responsible for any charges incurred after day notice is given, which includes, but is not limited to, monthly website hosting, domain renewals, email services, traffic products, or any other services purchased from ZAn email will be sent to the email address on file to confirm cancellation In order to protect your account, if you wish to cancel your service, you must contact ZClient Development via telephone at (866) 412-so that we can authenticate that you are the authorized account userAll cancellation requests must be verbally communicated directly to a ZClient Development Representative When agreeing to Z57’s Terms and Conditions, the agreement is sent electronically to the client, a digital signature is captured with their acceptance along with the date and time using the Adobe® Echosign® system A copy of the client’s electronically signed agreement is then provided to the client and a copy is electronically filed by Z During a Sales Presentation, a ZSales Representative will talk to a client about our newest website platform and services The initial investment for [redacted] website was $That is the scost, the domain purchase, MLS fee, and the first month of website hosting The Sales Rep also shows a sample site to the prospective client so the client can have an idea of what they will be receiving and how the tools workThe site shown to all clients is www.z572014.comThey will then talk about how customizable the site is, but it is not the role of the Sales Rep to speak about specifics in custom design upgrades, instead leaving that conversation up to Customer ServiceContent created by the client from previous sites can be transferred over by Client Development if requested by the client, however if the content was not created directly by the individual client, we are unable to legally copy or transfer that content On 2/14/a Zproduction rep built the initial site so the client can see the end productMr [redacted] website did not go live because we were waiting on Mr [redacted] to provide us with Domain information which is the responsibility of the client [redacted] was emailed on 2/14/at 9:52amA voicemail was left on 2/17/at 12:pm and the client was emailed again on 2/21/at 3:pm about getting his website published On 2/26/2014, [redacted] had an appointment to publish his website with one of our OnDemand representativesOn 2/26/at 6:38am, our representative put the following notes into a case that stated that the client wanted his website to, "look like his current site, joelanders.com." The OnDemand representative made various changes to the website to make it look as similar as possible without an additional charge being added for a customized website RESOLUTION We at Ztry to provide our clients with a web marketing solution that is both visually appealing and catering to their needs as much as possible with our turnkey system It is unfortunate that the client did not want to meet us halfway in this process so that we could be successful togetherBased on the agreed-upon Terms and Conditions, the site, service availability and live status as well as our documented conversations trying to work with Ms [redacted] s on the site, Mr [redacted] would not be eligible for a refund as services were rendered
Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Everything that I stated, they verified to be trueIncluding sitting on hold times in excess of minutes to cancel!But, just as your stock response says, if they fulfill there remedy, the matter is resolved to my satisfaction Regards, [redacted]
Dear to whom it may concern, 8pt;"> I’m sorry to hear that Mr [redacted] was confused based on how the payment structure worksWe make sure to have each client read and sign the Terms and Conditions in order to prevent any type of disconnectPer the agreement attached the client is subject to providing us a day noticeAs a token of good faith we can remove the balance owed and consider this matter settled in fullI would also like to extend the client my contact information so that I can ensure no Facebook posting at this point is occurringThe client can contact me directly at [redacted] Thank You, [redacted]
Ms [redacted] spoke with a ZRepresentative on 2/21/and a resolution was reached regarding her complaint Ms [redacted] 's account is now cancelled and she has agreed to pay the outstanding balance As of 2/24/the account is paid in full and there will be no further charges Zwould like to thank Ms [redacted] for her patients in resolving this issue with Z Regards, --? [redacted] Manager Client Development ZInc.###-###-#### ***[redacted] @Z57.com? Click to Download vCard
Ms [redacted] signed up with Zon 12/9/and agreed to Z57's terms and conditions on 12/9/She signed the agreement for the year contract which made her liable for a full year of payment for her product and servicesIn the terms and conditions there is a section regarding domains that reads:In connection with our services, you may use a domain name that you already own or a domain that we procure for you at your requestIn either case, you are the owner of the domain name and are responsible for maintaining and renewing it, including all related registration fees and costsIf you authorize us to use a domain name that you already own, Z is not liable for any loss of email or any delays that may be caused when we assume the hosting of the domainWhen you purchase a domain namethrough us, your purchase is non-refundable and subject to availabilityWhile Zis not responsible for the renewal of domain names, Zmay, as a courtesy, renew your expiring domain on your behalf for one year, unless you instruct us otherwise at least days prior to the domain expiration dateYou will be responsible for the fees and charges for such renewal The support staff at Zis trained to address issues domain registrars and will often make the changes necessary to make a new website live on behalf of clientsMs [redacted] had her domain registered with [redacted] which has no phone support and is based internationallyThe support staff at Zmade all the necessary changes to make her website live but there were errors on [redacted] **'s endWe cannot be liable for 3rd party products that Zis not affiliated withAnd any changes made to the Domain Name Servers (DNS) will automatically take email down for 24-hours worst caseThis downtime would be experience by any company making this same type of change and is not specific to ZMs [redacted] did request to cancel her services on 12/and on 3/The first request she decided to stay on board with Zand canceled on the second requestHowever, she would have been liable for the remainder of her contract regardless of the domain situationWe could have purchased Ms [redacted] a new domain name if her domain registrar was not able to allow the specific DNS and CNAME changes we need to make to get her site live with ZWe also notice that Ms***'s website is NOT currently live to the internetWe can honor the original cancellation request date but she would still owe us for the same amount of money that she has already paidZResolution:If Ms [redacted] would like to come back to Z57, we would purchase her a new domain at no cost or get www.westchaserealty.com live to the internet since it is now registered with Godaddy who provides much better service than her previous registrarWe would also waive any setup fees necessary to reinstating her account and provide her with a upgraded Premiere design site at no cost ($value)She, however, is still liable for the $of her contract and is not eligible for a refund based on challenges with a 3rd party company in no way affiliated with Z
ZResponse: This has been resolved Please see details below RESOLUTION Zhas agreed, in this case, to cancel Mr***’ account and waive the overdue balance Per the Terms and Conditions of the account as well as for the security of the account, only the account holder or the name on the credit card on file can make financial decisions for the accountThe default credit card holder did call in to cancel, but by an accidental oversight she was told it could only be Mr [redacted] (the account holder on the file) We apologize and have trained all current employees on who has permission to cancel an account to avoid situations like this in the future Mr [redacted] and a Zrepresentative spoke on the phone on 4/17/and mutually agreed upon a resolution Zwill waive the remaining overdue balance of months of website hosting for Mr***’ account: $ There will be no further charges to Mr***’ account
Dear to whom it may concern, Mr [redacted] started with us in July and although we have since repaired the situation with his IDX setup I understand that this client was disappointed based on our representatives response on helping with some website edits the client spent 20+ hours onWe pride ourselves on providing excellent customer service and one of the many benefits about our product is the ease of use for clients to make changes to their websiteWe try to empower our clients so that if they want to make website modifications on the weekends or after hours they would have the ability to do so with easeI’m glad to hear that this client was very much utilizing our platform however, we did direct the client on how to change what he recently added to his website As the client was frustrated by this we decided to handle the website changes for the client as well as provide a one month credit to him for the inconvenienceWe value his business and our happy we could resolve this matter with the client directly Should the client need any additional assistance please do not hesitate to have the client to reach out to me directly Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
Dear to whom it may concern, 8pt;">We processed a refund for the clients account on 10/7/ per the client request and based on the situation at handAt this point the client should have seen a refund reflective from their financial institution Should this not be the case please do not hesitate to reach out so that we can get this resolved immediatelyOur intentions were never to be dishonest and I apologize if that is in any way how the client felt as it was not our intention [redacted]
ZResponse: Z57’s original response outlines the client’s interaction with Zhighlighting the willingness of Z57’s staff to work with the client to fulfill her needs and that the services that the client originally purchased was fulfilled I have attached a few images to this responseIn these screenshots you will be able to compare the Posting History as it is represented in the Control Panel of the PropertyPulse auto-poster in comparison to the posts that are still available to view on the client’s Facebook Business www.facebook.com/Leonor [redacted] Realor I showed results from January (before the client’s original cancellation), February (during the time she communicates concerns) as well as within the last few days that we are continuing to post for the client See [redacted] 1A See [redacted] 1B See [redacted] 2A See [redacted] 2B See [redacted] 3A See [redacted] 3B This evidence shows proof of the auto-posting servicesAs addressed in the original response, Zcoaches their clients to post non-Real Estate related content on their Facebook Business Pages to engage their audiences, although the client can reserve the right to request those posts to be removed and replacedThere are no records of this request prior to the Revdex.com complaint The client did originally submit a request to cancel the account on 2/25/where she received an email confirmation, but then agreed to continue services on 2/27/2014, also confirmed in an email that was tracked and opened by the client on 3/1/at 9:AM PST At this time, the client’s account is still active and the PropertyPulse auto-poster is still posting to the client’s Facebook page RESOLUTION Z Internet Solutions continue to stand by the original resolution in this case The promised services have been and continue to be provided
face="Times New Roman" size="4"> Dear to Whom it may concern, I have reviewed the statement written by Ms [redacted] in regards to her cancellation requestI do see a copy of the email correspondence that transpired that you can see below: 8/20/Hello, I have not been able to get through to either phone number I need to speak with someone about cancelling my monthly service with Z Please have someone call me as soon as possible Thank you, [redacted] ###-###-#### We then replied with the following email: 8/25/ Our apologies, we have had a few issues with our phone provider on the number but ###-###-#### will work Call us and we will get this taken care of for you Thank you After the email exchange above we did not hear from the client via phone so this request could be placed into the system for processingPer the terms and conditions of the contract the client signed she is responsible to speak to a representative directly to make any changes on her accountPlease see attached contract Due to this we would not be able to provide the client a refund for the amount charged Should the client have any questions in regards to this I would be happy to speak to the client directly as well Thank You, [redacted]
ZResponse: Mr [redacted] purchased our upgraded website template on 3/3/for $The new site was initially built on 3/3/and we finished migrating all the content over from his previous site on 3/14/We reached out to Mr class="uir-field inputreadonly"> [redacted] to let him know the site was finished and ready to publish to the internet once he officially approved it on 3/14/16, 3/15/16, 4/5/The client never approved the design which is why his site was never available onlineWe also do not have voicemail boxes in our customer service department so we aren't sure where Mr [redacted] left a message but that was not something we received ZResolution: Mr [redacted] was promised a month promotional pricing discount which wasn't correctly applied to his accountZowes a refund of $for his March and April website hosting since the $discount wasn't appliedHe is still liable for the monthly hosting because that fee isn't tied to whether his site is live or not as we were still providing servicesMr [redacted] is not eligible for a refund of the $as he was shown the site he purchased ahead of time and we delivered that same siteThe site was fully completed on 3/14/and Mr [redacted] was notified at that timeAlso, Mr [redacted] owns his domain name through [redacted] and not through Zso he has full control over his domain name
Screenshots are attached of the client's Google Analytics account that shows how much paid and organic traffic he received during each traffic cycleHis traffic started on 5/5/which means his traffic cycle is always the 5th-4thHe was guaranteed paid and organic visitors to the website each traffic cycleMr [redacted] pointed his domain away from his Zwebsite on 8/16/which is in the middle of his current traffic cycleThis action is in direct violation of his SEM contract as a full traffic cycle wasn't completed so Mr [redacted] isn't eligible for a refund of the $paid for the Aug 5th - Sept 4th traffic cycle even though he only received visitors We reviewed his initial phone call again and the sales rep clearly said the program guaranteed visitors and the average clients sees a 5-10% lead conversion rate from thatWe do not guarantee the 5-10% lead conversion as that is what the average client receivesSome receive less and other receive more which is why it is sold as an averageAttached is a screenshot of Mr [redacted] 's leadsWe have blurred out contact information and the leads last name in case this is displayed publiclyThe leads that have the red SEM tag come directly from the paid traffic portion of the SEM programThe SEM program also does some SEO elements and those leads would come in organically and wouldn't have the SEM tag Resolution: The client is still liable for his month SEM contract as we have fulfilled our portionIf the client cancels then he will be responsible for the remaining months of his contract at one lump sum
Dear to whom it may concern, This matter was addressed with the client yesterday and a resolution was madeAlthough we typically enforce a day notification policy I was happy to waive it as a token of good faithI wish the client nothing but the best in her future endeavors
[redacted] communicated to us that she had requested a cancellation a few months ago and that this had not honored by our companyAlthough we did not show any record of this within our database we honored the clients request and made the request retroactive based on her initial cancellation date that she recalledOn 8/13/one of our senior representatives spoke with [redacted] and made her aware of a credit we applied to her account for the amount of $that she overpaid to usThe client seemed very happy with the outcome and at this point both parties would consider this matter settled in full Thank You, [redacted]
Dear to whom it may concern, Roman" size="3"> I’m sorry to hear that the above mentioned client had a disappointing experience with our companyWe strive to build client websites that they can be proud of and that meets their unique needsHaving said that it seems like there was definitely some type of confusion in regards to the customized options we can create on our platform Although we were going back and forth with the client for months we were not able to get to a point where the client felt comfortable with what we could produce Having said that per the contractual agreement that the client signed she was held for a one year term and charged the remainder of that term when the account was cancelled Based on the matters in which the account was cancelled I would be more than happy to provide the client with a refund of $as that is what was charged for the remainder of the contract I wish the client nothing but the best in their future endeavors Thank You, [redacted]
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 belowOn 2/10/2016, I received an itemized list of what Zwas going to do, but NEVER a contract I called many times, NOT just from my cell number as I was at work when I tried calling them, and they NEVER picked up I had a confirmed appointment on 2/to get my WebSite startedThey not only didn't make the appointment but NEVER called to apologize or rescheduleOn 3/7/at 10:57am I emailed the representative who supposedly was to help me, [redacted] asking what happened to him and why he didn't follow up with ,meHe NEVER emailed or called meon 3/9/at 9:am EST when I didn't hear back from him, I was fed up and I emailed that I wanted a refund, and that they hadn't done anything they promised and a Month had already gone by It was ONLY then after I asked to cancel and be refunded that Zstarted to call me...they NEVER EMAILED me...I have Every email I EVER RECEIVED They are liars and did not provide an ounce of serviceI expect a full refund When they never reached out to me, Regards, [redacted]
Dear to whom it may concern, We have been working with Mr [redacted] for quite some time and able to assist him with multiple items pertaining to his marketing strategiesIt is always disappointing to see a client go and I’m sorry to hear that there was a mistake done by one of our representatives that put Mr [redacted] in an uncomfortable situation that effected his confidence with our product The situation that Mr [redacted] is referencing does involve a process that the client can view the preview of what will be sent out in order to prevent such matters from occurringHaving said that it is also of vital importance that we get it right the first timeAs a representation of my apologies for any inconvenience and dissatisfaction Mr [redacted] endured and I will waive his final invoice and consider his account settled in full with no additional cost I wish the best of luck to Mr [redacted] in his future endeavors Thank You, [redacted]
Mr [redacted] signed up with a PropertyPulse Elite package on 4/29/He was presented the option to go with either a month-to-month package or a year contract at different pricesMr [redacted] opted for the lower priced option and signed up for a year contractHis website was built and a welcome email was sent to Mr [redacted] on 4/30/with a link to his login, his user name and password and the ability to see the site on a temporary domainHe did request to cancel on 5/6, which is outside is day right for a refund but decided to stay on board at that timeHe also signed up for IDX with us and that data is updated every hours based on the information his MLS sends to usWe can only pull the status of listings provided to us by the MLS and the challenge Mr [redacted] has is that we are not able to pull Pending or Backup properties from his MLSThis data is not incorrect, but it is not available for his MLS in our product Currently he has a website up and running and the website is the same style and layout he was shown during the sales presentation when he decided to purchase the productZhas a cutting edge social media and website product that superior to most other competitors in this market place ZResolutionThe client can buy out of his contract by paying the original difference in setup price between a year contract and a month to month agreement The difference is setup price is $We look forward to hearing from Mr [redacted] on whether he would like to continue his service or take the option to buy out the contract for $then he can cancel at any time he chooses with a day noticeHe is not eligible for a refund at this time based on his account
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meThe company worked directly with me in resolving and wanted to go above and beyond because she said it was "the right thing to do." I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
16px;">On 2/14/Mr [redacted] signed up with a Z57, “PropertyPulse Executive Package - Web Data” account and agreed to our Terms and ConditionsOur Terms and Conditions are always provided at the point of sale, as we ensure all clients have the opportunity to ask any questions they might have on these before finalizing their purchase [redacted] agreed to the Terms and Conditions on 2/14/3:22pm, below you can see the details of this agreement The Terms and Conditions state the following with regards to cancellations: You, or your authorized representative, have up to business days following the date of your receipt of these Terms to cancel service and receive a full refundAfter business days, all sales will be considered finalAs an example, if you purchase a website on Monday, you will be eligible for a refund through the end of business on Thursday You are responsible for providing all content for your siteStock photos and graphics will be used until you submit photosYou should take extreme care diligence in securing and providing your own content for postingYou should ensure that you have ownership of all content you provide to us Custom edits, upgrades and/or color changes outside the scope of the marketing control center ("MCC") may be available at an additional cost through Z57's support services After the cancellation period provided in paragraph above, customers may cancel monthly service by providing us with days prior noticeYou will be responsible for any charges incurred after day notice is given, which includes, but is not limited to, monthly website hosting, domain renewals, email services, traffic products, or any other services purchased from ZAn email will be sent to the email address on file to confirm cancellation In order to protect your account, if you wish to cancel your service, you must contact ZClient Development via telephone at (866) 412-so that we can authenticate that you are the authorized account userAll cancellation requests must be verbally communicated directly to a ZClient Development Representative When agreeing to Z57’s Terms and Conditions, the agreement is sent electronically to the client, a digital signature is captured with their acceptance along with the date and time using the Adobe® Echosign® system A copy of the client’s electronically signed agreement is then provided to the client and a copy is electronically filed by Z During a Sales Presentation, a ZSales Representative will talk to a client about our newest website platform and services The initial investment for [redacted] website was $That is the scost, the domain purchase, MLS fee, and the first month of website hosting The Sales Rep also shows a sample site to the prospective client so the client can have an idea of what they will be receiving and how the tools workThe site shown to all clients is www.z572014.comThey will then talk about how customizable the site is, but it is not the role of the Sales Rep to speak about specifics in custom design upgrades, instead leaving that conversation up to Customer ServiceContent created by the client from previous sites can be transferred over by Client Development if requested by the client, however if the content was not created directly by the individual client, we are unable to legally copy or transfer that content On 2/14/a Zproduction rep built the initial site so the client can see the end productMr [redacted] website did not go live because we were waiting on Mr [redacted] to provide us with Domain information which is the responsibility of the client [redacted] was emailed on 2/14/at 9:52amA voicemail was left on 2/17/at 12:pm and the client was emailed again on 2/21/at 3:pm about getting his website published On 2/26/2014, [redacted] had an appointment to publish his website with one of our OnDemand representativesOn 2/26/at 6:38am, our representative put the following notes into a case that stated that the client wanted his website to, "look like his current site, joelanders.com." The OnDemand representative made various changes to the website to make it look as similar as possible without an additional charge being added for a customized website RESOLUTION We at Ztry to provide our clients with a web marketing solution that is both visually appealing and catering to their needs as much as possible with our turnkey system It is unfortunate that the client did not want to meet us halfway in this process so that we could be successful togetherBased on the agreed-upon Terms and Conditions, the site, service availability and live status as well as our documented conversations trying to work with Ms [redacted] s on the site, Mr [redacted] would not be eligible for a refund as services were rendered
Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Everything that I stated, they verified to be trueIncluding sitting on hold times in excess of minutes to cancel!But, just as your stock response says, if they fulfill there remedy, the matter is resolved to my satisfaction Regards, [redacted]
Dear to whom it may concern, 8pt;"> I’m sorry to hear that Mr [redacted] was confused based on how the payment structure worksWe make sure to have each client read and sign the Terms and Conditions in order to prevent any type of disconnectPer the agreement attached the client is subject to providing us a day noticeAs a token of good faith we can remove the balance owed and consider this matter settled in fullI would also like to extend the client my contact information so that I can ensure no Facebook posting at this point is occurringThe client can contact me directly at [redacted] Thank You, [redacted]
Ms [redacted] spoke with a ZRepresentative on 2/21/and a resolution was reached regarding her complaint Ms [redacted] 's account is now cancelled and she has agreed to pay the outstanding balance As of 2/24/the account is paid in full and there will be no further charges Zwould like to thank Ms [redacted] for her patients in resolving this issue with Z Regards, --? [redacted] Manager Client Development ZInc.###-###-#### ***[redacted] @Z57.com? Click to Download vCard
Ms [redacted] signed up with Zon 12/9/and agreed to Z57's terms and conditions on 12/9/She signed the agreement for the year contract which made her liable for a full year of payment for her product and servicesIn the terms and conditions there is a section regarding domains that reads:In connection with our services, you may use a domain name that you already own or a domain that we procure for you at your requestIn either case, you are the owner of the domain name and are responsible for maintaining and renewing it, including all related registration fees and costsIf you authorize us to use a domain name that you already own, Z is not liable for any loss of email or any delays that may be caused when we assume the hosting of the domainWhen you purchase a domain namethrough us, your purchase is non-refundable and subject to availabilityWhile Zis not responsible for the renewal of domain names, Zmay, as a courtesy, renew your expiring domain on your behalf for one year, unless you instruct us otherwise at least days prior to the domain expiration dateYou will be responsible for the fees and charges for such renewal The support staff at Zis trained to address issues domain registrars and will often make the changes necessary to make a new website live on behalf of clientsMs [redacted] had her domain registered with [redacted] which has no phone support and is based internationallyThe support staff at Zmade all the necessary changes to make her website live but there were errors on [redacted] **'s endWe cannot be liable for 3rd party products that Zis not affiliated withAnd any changes made to the Domain Name Servers (DNS) will automatically take email down for 24-hours worst caseThis downtime would be experience by any company making this same type of change and is not specific to ZMs [redacted] did request to cancel her services on 12/and on 3/The first request she decided to stay on board with Zand canceled on the second requestHowever, she would have been liable for the remainder of her contract regardless of the domain situationWe could have purchased Ms [redacted] a new domain name if her domain registrar was not able to allow the specific DNS and CNAME changes we need to make to get her site live with ZWe also notice that Ms***'s website is NOT currently live to the internetWe can honor the original cancellation request date but she would still owe us for the same amount of money that she has already paidZResolution:If Ms [redacted] would like to come back to Z57, we would purchase her a new domain at no cost or get www.westchaserealty.com live to the internet since it is now registered with Godaddy who provides much better service than her previous registrarWe would also waive any setup fees necessary to reinstating her account and provide her with a upgraded Premiere design site at no cost ($value)She, however, is still liable for the $of her contract and is not eligible for a refund based on challenges with a 3rd party company in no way affiliated with Z
ZResponse: This has been resolved Please see details below RESOLUTION Zhas agreed, in this case, to cancel Mr***’ account and waive the overdue balance Per the Terms and Conditions of the account as well as for the security of the account, only the account holder or the name on the credit card on file can make financial decisions for the accountThe default credit card holder did call in to cancel, but by an accidental oversight she was told it could only be Mr [redacted] (the account holder on the file) We apologize and have trained all current employees on who has permission to cancel an account to avoid situations like this in the future Mr [redacted] and a Zrepresentative spoke on the phone on 4/17/and mutually agreed upon a resolution Zwill waive the remaining overdue balance of months of website hosting for Mr***’ account: $ There will be no further charges to Mr***’ account
Dear to whom it may concern, Mr [redacted] started with us in July and although we have since repaired the situation with his IDX setup I understand that this client was disappointed based on our representatives response on helping with some website edits the client spent 20+ hours onWe pride ourselves on providing excellent customer service and one of the many benefits about our product is the ease of use for clients to make changes to their websiteWe try to empower our clients so that if they want to make website modifications on the weekends or after hours they would have the ability to do so with easeI’m glad to hear that this client was very much utilizing our platform however, we did direct the client on how to change what he recently added to his website As the client was frustrated by this we decided to handle the website changes for the client as well as provide a one month credit to him for the inconvenienceWe value his business and our happy we could resolve this matter with the client directly Should the client need any additional assistance please do not hesitate to have the client to reach out to me directly Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
Dear to whom it may concern, 8pt;">We processed a refund for the clients account on 10/7/ per the client request and based on the situation at handAt this point the client should have seen a refund reflective from their financial institution Should this not be the case please do not hesitate to reach out so that we can get this resolved immediatelyOur intentions were never to be dishonest and I apologize if that is in any way how the client felt as it was not our intention [redacted]
ZResponse: Z57’s original response outlines the client’s interaction with Zhighlighting the willingness of Z57’s staff to work with the client to fulfill her needs and that the services that the client originally purchased was fulfilled I have attached a few images to this responseIn these screenshots you will be able to compare the Posting History as it is represented in the Control Panel of the PropertyPulse auto-poster in comparison to the posts that are still available to view on the client’s Facebook Business www.facebook.com/Leonor [redacted] Realor I showed results from January (before the client’s original cancellation), February (during the time she communicates concerns) as well as within the last few days that we are continuing to post for the client See [redacted] 1A See [redacted] 1B See [redacted] 2A See [redacted] 2B See [redacted] 3A See [redacted] 3B This evidence shows proof of the auto-posting servicesAs addressed in the original response, Zcoaches their clients to post non-Real Estate related content on their Facebook Business Pages to engage their audiences, although the client can reserve the right to request those posts to be removed and replacedThere are no records of this request prior to the Revdex.com complaint The client did originally submit a request to cancel the account on 2/25/where she received an email confirmation, but then agreed to continue services on 2/27/2014, also confirmed in an email that was tracked and opened by the client on 3/1/at 9:AM PST At this time, the client’s account is still active and the PropertyPulse auto-poster is still posting to the client’s Facebook page RESOLUTION Z Internet Solutions continue to stand by the original resolution in this case The promised services have been and continue to be provided
face="Times New Roman" size="4"> Dear to Whom it may concern, I have reviewed the statement written by Ms [redacted] in regards to her cancellation requestI do see a copy of the email correspondence that transpired that you can see below: 8/20/Hello, I have not been able to get through to either phone number I need to speak with someone about cancelling my monthly service with Z Please have someone call me as soon as possible Thank you, [redacted] ###-###-#### We then replied with the following email: 8/25/ Our apologies, we have had a few issues with our phone provider on the number but ###-###-#### will work Call us and we will get this taken care of for you Thank you After the email exchange above we did not hear from the client via phone so this request could be placed into the system for processingPer the terms and conditions of the contract the client signed she is responsible to speak to a representative directly to make any changes on her accountPlease see attached contract Due to this we would not be able to provide the client a refund for the amount charged Should the client have any questions in regards to this I would be happy to speak to the client directly as well Thank You, [redacted]
ZResponse: Mr [redacted] purchased our upgraded website template on 3/3/for $The new site was initially built on 3/3/and we finished migrating all the content over from his previous site on 3/14/We reached out to Mr class="uir-field inputreadonly"> [redacted] to let him know the site was finished and ready to publish to the internet once he officially approved it on 3/14/16, 3/15/16, 4/5/The client never approved the design which is why his site was never available onlineWe also do not have voicemail boxes in our customer service department so we aren't sure where Mr [redacted] left a message but that was not something we received ZResolution: Mr [redacted] was promised a month promotional pricing discount which wasn't correctly applied to his accountZowes a refund of $for his March and April website hosting since the $discount wasn't appliedHe is still liable for the monthly hosting because that fee isn't tied to whether his site is live or not as we were still providing servicesMr [redacted] is not eligible for a refund of the $as he was shown the site he purchased ahead of time and we delivered that same siteThe site was fully completed on 3/14/and Mr [redacted] was notified at that timeAlso, Mr [redacted] owns his domain name through [redacted] and not through Zso he has full control over his domain name
Screenshots are attached of the client's Google Analytics account that shows how much paid and organic traffic he received during each traffic cycleHis traffic started on 5/5/which means his traffic cycle is always the 5th-4thHe was guaranteed paid and organic visitors to the website each traffic cycleMr [redacted] pointed his domain away from his Zwebsite on 8/16/which is in the middle of his current traffic cycleThis action is in direct violation of his SEM contract as a full traffic cycle wasn't completed so Mr [redacted] isn't eligible for a refund of the $paid for the Aug 5th - Sept 4th traffic cycle even though he only received visitors We reviewed his initial phone call again and the sales rep clearly said the program guaranteed visitors and the average clients sees a 5-10% lead conversion rate from thatWe do not guarantee the 5-10% lead conversion as that is what the average client receivesSome receive less and other receive more which is why it is sold as an averageAttached is a screenshot of Mr [redacted] 's leadsWe have blurred out contact information and the leads last name in case this is displayed publiclyThe leads that have the red SEM tag come directly from the paid traffic portion of the SEM programThe SEM program also does some SEO elements and those leads would come in organically and wouldn't have the SEM tag Resolution: The client is still liable for his month SEM contract as we have fulfilled our portionIf the client cancels then he will be responsible for the remaining months of his contract at one lump sum
Dear to whom it may concern, This matter was addressed with the client yesterday and a resolution was madeAlthough we typically enforce a day notification policy I was happy to waive it as a token of good faithI wish the client nothing but the best in her future endeavors
[redacted] communicated to us that she had requested a cancellation a few months ago and that this had not honored by our companyAlthough we did not show any record of this within our database we honored the clients request and made the request retroactive based on her initial cancellation date that she recalledOn 8/13/one of our senior representatives spoke with [redacted] and made her aware of a credit we applied to her account for the amount of $that she overpaid to usThe client seemed very happy with the outcome and at this point both parties would consider this matter settled in full Thank You, [redacted]
Dear to whom it may concern, Roman" size="3"> I’m sorry to hear that the above mentioned client had a disappointing experience with our companyWe strive to build client websites that they can be proud of and that meets their unique needsHaving said that it seems like there was definitely some type of confusion in regards to the customized options we can create on our platform Although we were going back and forth with the client for months we were not able to get to a point where the client felt comfortable with what we could produce Having said that per the contractual agreement that the client signed she was held for a one year term and charged the remainder of that term when the account was cancelled Based on the matters in which the account was cancelled I would be more than happy to provide the client with a refund of $as that is what was charged for the remainder of the contract I wish the client nothing but the best in their future endeavors Thank You, [redacted]