Zurple

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] ***

[redacted] signed up and agreed to terms and conditions on 6/6/In order to get the site and the marketing up and running we need to receive certain information from the client in order to do soMost importantly, we need signed IDX paperwork usually with the client’s signature and their broker’s signature in order to build the siteThis is a requirement of MLS board that we must comply with in order to continue to provide IDX to clients [redacted] was emailed the request for IDX paperwork on the same day he signed upWe then reached out to [redacted] several times by email in order to get the paperwork backThe IDX paperwork was sent to us by [redacted] on 6/16/On 7/6/17, [redacted] was notified that we had not yet received his approval from the Tucson MLS for his IDX despite several attempts to contact the MLS for status updatesThe IDX was approved on Friday 7/7/so his account went live on Monday 7/10/Mr [redacted] s original Account Manager left the company shortly after [redacted] signed upUnfortunately, the email [redacted] sent was not properly forwarded to his new Account Manager and therefore his request was not responded toThis is an internal error and the client bears no faultThere was also a bug within Mr [redacted] software that was preventing client communication from sendingThis is also something that we take full responsibility for because it is such a large portion of the product Zurple Resolution: Mr [redacted] account has been canceled despite being under contract and will incur no future chargesWe will also provide him with a full refund of the charges he has paid so farHere is a breakdown of the charges and the refund owed to M [redacted] 6/6/- $[redacted] (Setup fees with discount) 7/10/- $ [redacted] (monthly marketing and software charges) 8/10/- $ [redacted] (monthly marketing and software charges) Total refund owed: $***Please allow 7-business days for this refund to processWe truly apologize for the challenges that [redacted] faced with software and the change in his Account ManagerWe will him all the best of luck with his online marketing

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 so long as that entails refunding all the money that I paid them as the description of what they are stating they will refund is vague I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

Complaint ID: [redacted] Zurple, Inc [redacted] **Ste [redacted] ***, [redacted] ***-***- [redacted] Zurple Response: Mr [redacted] originally placed a cancellation request on 7/5/16, which would make his cancellation request effective as of 7/31/He owes any and all charges that occurred prior to 7/31/However, we do see that our system incorrectly continued to generate invoices after the cancellation date of 7/31/Those have now been waived and removed from the accountZurple domain policy is that all domains used for the websites are purchased under Zurple’s accountZurple purchased the domain name used for the website on 1/7/After cancellation of the account, clients are able to request ownership of their domains for a $transfer feeWe have not received any transfer requests from Mr [redacted] Zurple Resolution: Mr [redacted] still owes the remaining amount from the 7/1/open invoice totally $All other invoices have been removed as they shouldn’t have been generated and Mr [redacted] does not owe anything to Zurple after 7/31/If Mr [redacted] would like to own the domain name that was used for his Zurple website, he can request a transfer of ownership from Zurple to a domain registrar of his choosingThere is a $transfer fee for that requestIn order to initiate, please contact Zurple support at [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 below My broker did approve the IDX feed, twice actuallyThe first time he did it, the website worked fine, for some reason on your side there was a need for us to set it up a second time after months of using the serviceWhen you sent the approval for a second time my broker went in and again approved it but for some reason it is still a problem on your sideI have asked for my account to be canceled, which I believe is in the process, it was frustrating to find out that in your terms of service I must provide days of notice which means you guys will get even more money from meI guess that's my fault though since I didn't read the TOS thoroughly enoughI will not ever send you my business again nor will I ever refer you business againIf you would like to issue a credit for the period of time that my IDX feed was disconnected then I will consider the issue the resolved Regards, [redacted]

Please see Zurple's response below to complaint ID ***Zurple's Response:Mr*** signed up with a Conversations Low Volume Package on 8/26/With that package, the client purchased our Conversations Software package along with an IDX website that we generate for him
As a policy, we purchase domain names with Zurple as the ownerThis allows us to properly publish our websites to the internet. The domain name ownership has no bearing on the visual appearance of the site or who is marketed on the siteThis is a behind the scenes administrative action. If a client cancels with Zurple, they are able to request ownership of the domain name and it is transferred back to the client for a transfer fee.Zurple's Resolution:As a business, Zurple has the right to set standard operating proceduresMr*** is currently under contract and is not eligible for a refund or a release from his contract.-- Director of Client OperationsZurple, Inc.***

Ms*** signed up on 3/22/and her website was pushed live on 4/3/Ms*** purchased the Low Volume Software package that included the automated Conversations software that automates the prospecting process for clientsThat package does include one IDX websiteThe websites that Zurple
provides are not full-service websites, but instead more landing page/IDX websites that are specifically designed to capture leadsThere is very little information on the website besides the IDX home search, Recent Home Sales, Agent Bio and a link to an outside Mortgage Lender if requested and this skinny website increases the lead conversion our clients seeIt is not meant to be a branded website but solely to generate leadsThere is no customizations or additions available with the websites since they are used to drive paid traffic to so client can take advantage of the automated Conversations SoftwareEach website only focuses on one city in order to have the highest lead conversionIf a client markets in different cities, they would receive two separate websitesHowever, the ability to have landing pages for the home search is available within the websiteWe show that landing pages were added for the additional cities that Ms*** wanted to targetThe IDX website does include sold homes data but when running a search for different sold homes there is not a unique URL for each search, so we are unable to provide individual landing pagesZurple does provide a Seller Marketing package sold separately from Conversations and that includes targeted *** Marketing driving to a specific landing pageThat product is sold as a bundle and would be an add on product if Ms*** was interestedThe landing page lives outside the website and is not available in the package purchased by Ms***Resolution:We have worked hard to accommodate all of Ms***'s requests and have called and responded to all emails within hours attempting to offer viable solutionsBut ultimately Ms*** wants a full website package which is not offered by Zurple at this timeThe main value of the product is the automated ConversationsIf Ms*** wants to customize one website and drive all the traffic there, then Zurple is probably not the best fit and we don't want to hold her back from finding the perfect solution for her businessAs previously offered, Ms*** is eligible released from her 12-month contractWe are also willing to refund her setup fee as well as her first month of hosting

Hello ***,From our records I cannot see that your site or feed was ever deactivatedIt appears the issue you are referring to is related to our request to complete steps to update the IDX approval with your MLSWhile you have completed the online step, we simply need your broker approval to
complete the processThe feed has remained active the whole timeIt appears there may have been miscommunication between us regarding your concern though and I apologize for thatWe do appreciate all of our customers speaking to their account manager as part of our process so we have an opportunity to learn what we can do better and to ensure that you have been able to get a return on your investment with us I have noted your feedback and will look at how we can speed up our turnaround times in the futureI hope we are able to work through your concerns and if you still choose to leave, we wish you the best of luck in your future endeavors. Best,***

[redacted] signed up and agreed to terms and conditions on 6/6/2017. In order to get the site and the marketing up and running we need to receive certain information from the client in order to do so. Most importantly, we need signed IDX paperwork usually with the client’s signature and their...

broker’s signature in order to build the site. This is a requirement of MLS board that we must comply with in order to continue to provide IDX to clients. [redacted] was emailed the request for IDX paperwork on the same day he signed up. We then reached out to [redacted] several times by email in order to get the paperwork back. The IDX paperwork was sent to us by [redacted] on 6/16/17. On 7/6/17, [redacted] was notified that we had not yet received his approval from the Tucson MLS for his IDX despite several attempts to contact the MLS for status updates. The IDX was approved on Friday 7/7/17 so his account went live on Monday 7/10/17. Mr. [redacted]s original Account Manager left the company shortly after [redacted] signed up. Unfortunately, the email [redacted] sent was not properly forwarded to his new Account Manager and therefore his request was not responded to. This is an internal error and the client bears no fault. There was also a bug within Mr. [redacted] software that was preventing client communication from sending. This is also something that we take full responsibility for because it is such a large portion of the product.  Zurple Resolution: Mr. [redacted] account has been canceled despite being under contract and will incur no future charges. We will also provide him with a full refund of the charges he has paid so far. Here is a breakdown of the charges and the refund owed to M[redacted] 6/6/17 - $3** (Setup fees with discount) 7/10/17 - $[redacted] (monthly marketing and software charges) 8/10/17 - $[redacted] (monthly marketing and software charges) Total refund owed: $[redacted]Please allow 7-10 business days for this refund to process. We truly apologize for the challenges that [redacted] faced with software and the change in his Account Manager. We will him all the best of luck with his online marketing.

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]

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 so long as that entails refunding all the money that I paid them as the description of what they are stating they will refund is vague.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Hello [redacted],Thank you for taking the time to reply. Your IDX feed through your Zurple search site has never disconnected by us or by your MLS. I understand there may have been some miscommunication about this but I want to be very clear about this point. Your MLS feed and search site have always been active with us, even if the license is not completely in place yet.I will forward you an email from my IDX Administrator that can explain this in more detail which will also include a screenshot and our contact at your board. We currently have you set to cancel on 8/2/2016 however your Account Manager would still love an opportunity to speak with you.I am very sorry for your frustration with the IDX approval portion of this and our cancellation process and I want to make sure that you are leaving Zurple for the right reasons and that you know our Loyalty Team is here to help you be successful.Best,[redacted]

Complaint ID: [redacted]
 
Zurple, Inc
[redacted]. Ste *
[redacted]-[redacted]-[redacted]
 
Zurple Response:
Mr. [redacted] originally placed a cancellation request on 7/5/16, which would make his cancellation request effective as of 7/31/16. He owes any and all charges that...

occurred prior to 7/31/16. However, we do see that our system incorrectly continued to generate invoices after the cancellation date of 7/31/16. Those have now been waived and removed from the account. Zurple domain policy is that all domains used for the websites are purchased under Zurple’s account. Zurple purchased the domain name used for the website on 1/7/16. After cancellation of the account, clients are able to request ownership of their domains for a $99 transfer fee. We have not received any transfer requests from Mr. [redacted].
 
Zurple Resolution:
Mr. [redacted] still owes the remaining amount from the 7/1/16 open invoice totally $773.04. All other invoices have been removed as they shouldn’t have been generated and Mr. [redacted] does not owe anything to Zurple after 7/31/16. If Mr. [redacted] would like to own the domain name that was used for his Zurple website, he can request a transfer of ownership from Zurple to a domain registrar of his choosing. There is a $99 transfer fee for that request. In order to initiate, please contact Zurple support at [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 below.
My broker did approve the IDX feed, twice actually. The first time he did it, the website worked fine, for some reason on your side there was a need for us to set it up a second time after months of using the service. When you sent the approval for a second time my broker went in and again approved it but for some reason it is still a problem on your side. I have asked for my account to be canceled, which I believe is in the process, it was frustrating to find out that in your terms of service I must provide 30 days of notice which means you guys will get even more money from me. I guess that's my fault though since I didn't read the TOS thoroughly enough. I will not ever send you my business again nor will I ever refer you business again. If you would like to issue a credit for the period of time that my IDX feed was disconnected then I will consider the issue the resolved.
Regards,
[redacted]