Dealerclick

[redacted] was aware of the all sales are final policy which is on the invoice signed by the customerThey also agreed to the terms and conditions of their license agreement when they downloaded the softwareTheir sales person was not [redacted] but another member of the team which is on their invoice.Dealerclick did complete the software for the customer within hours not days as stated in the complaintWe left messages and emails for [redacted] to contact us for almost a weekThen once they were trained they asked for customization so they would not have to go through so many steps in the programThe customer wanted shortcuts to make it easier for the team as they were going to use one section the mostFor the next month we left messages and emails for them to contact usThe operator had to send them emails to contact us since their phone lines were not working or voice mail not set up.The customer wanted customization which we let them know may require additional cost depending on how much they wanted changedHowever the customer does need to be available to discuss their needs, the customer chose not to communicate or interact with us for over a monthWhile we respect their choice in celebrating their religious holidays it is difficult to customize something when you are unable to communicate with a customer or they do not return callsWe added shortcuts to the program but could not reach them to follow up on any additional issues as they did not respond to usDealerClick has been clear about the refund policy [redacted] is our operator and as such is the one to answer the phone whenever a customer callsShe also follows up for the tech team in leaving messages when we are having difficulty in reaching a customer who is not answering their phoneShe also responds to general emails if neededShe does not have authority nor does she ever tell a customer that they will receive a refundThat statement is untrue.DealerClick is clear on the return policy with the customer at the time of purchase and the customer was aware that all sales were final [redacted] spoke to them about the dates they were billed for their monthly fee in SeptemberIn October the accounting department also told the owner that all sales are final per their contract and there are no refundsUnfortunately they did not like the answer and kept calling us multiple times a day wanting another answerThe customer also did not follow the terms and conditions on how to cancel their monthly chargeWe do not accept emails, phone calls, or faxes; they must send a certified letter of cancellation by mail.DealerClick stands 100% behind our product and we would be happy to continue to provide the customer with any support he needs and grow the relationship which is what we told the customer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[This response is a LIE! I dealt with *** and it was a JEWISH holidayIt seems a bit racist in there remark regarding my holidayI have no Messages and NO EMAIL trying to fix the problem*** was the culprit giving my company empty promises
Regards,
*** ***

[redacted] was aware of the all sales are final policy which is on the invoice signed by the customer. They also agreed to the terms and conditions of their license agreement when they downloaded the software. Their sales person was not [redacted] but another member of the team which is on their...

invoice.Dealerclick did complete the software for the customer within 24 hours not 7 days as stated in the complaint. We left messages and emails for [redacted] to contact us for almost a week. Then once they were trained they asked for customization so they would not have to go through so many steps in the program. The customer wanted shortcuts to make it easier for the team as they were going to use one section the most. For the next month we left messages and emails for them to contact us. The operator had to send them emails to contact us since their phone lines were not working or voice mail not set up.The customer wanted customization which we let them know may require additional cost depending on how much they wanted changed. However the customer does need to be available to discuss their needs, the customer chose not to communicate or interact with us for over a month. While we respect their choice in celebrating their religious holidays it is difficult to customize something when you are unable to communicate with a customer or they do not return calls. We added shortcuts to the program but could not reach them to follow up on any additional issues as they did not respond to us. DealerClick has been clear about the refund policy. [redacted] is our operator and as such is the one to answer the phone whenever a customer calls. She also follows up for the tech team in leaving messages when we are having difficulty in reaching a customer who is not answering their phone. She also responds to general emails if needed. She does not have authority nor does she ever tell a customer that they will receive a refund. That statement is untrue.DealerClick is clear on the return policy with the customer at the time of purchase and the customer was aware that all sales were final. [redacted] spoke to them about the dates they were billed for their monthly fee in September. In October the accounting department also told the owner that all sales are final per their contract and there are no refunds. Unfortunately they did not like the answer and kept calling us multiple times a day wanting another answer. The customer also did not follow the terms and conditions on how to cancel their monthly charge. We do not accept emails, phone calls, or faxes; they must send a certified letter of cancellation by mail.DealerClick stands 100% behind our product and we would be happy to continue to provide the customer with any support he needs and grow the relationship which is what we told the customer.

Review: We started using the program at our small dealership in Nov 2014. There started to be problems in May of '15 when small changes needed to be made in format, spelling, percentages, and calculations. For 2 months we couldn't use the program correctly and spent hours on the phone trying to get them fixed. We were billed for those months. They kept saying they would get the fixes done, but they never did. We eventually had to go to another program. In order to stop the automatic credit card billing, you have to send them a certified letter by mail, which I did, requesting reimbursement for the 2 months the program didn't work correctly. I never head back. From October thru December, I made 7 phone calls to the main office, talking to the sales manager, [redacted], our sales rep, [redacted], and others. In my final December call, I explained everything again to a very nice woman who said she would relay my problem again to the sales manger, [redacted], as well as other corporate level staff. I made it clear that, if this wasn't handled responsibly and professionally, I would pass along my experience to others who may use or be thinking of using the Dealer Click program and/or their customer service system.

It is my professional recommendation that you DO NOT give your business and valuable time to the Dealer Click company. Import Autowerks, Inc. February 18, 2016.Desired Settlement: Refund of 2 months program charge: $198.00

Review: We initially called them. A program takes about a week to make. Then once its finished they called me to set up and "training session" over the phone which can take over an hour. Five minutes into the program they program WAS NOT what we needed so I asked them if it was possible to customize it because if it wasn't then I would need money back. This was around august 2015. They assured me it was going to be a quick process. A few phone calls back and forth discussing what we needed, its now the end of August and no Program.. [redacted] assured us it was getting done. The month of September was Jewish Holidays and the office was mostly closed. They Charged my account for the monthly fee but I still had no program. No fast forward a few days I get a phone call to train. So I LOGGED in to it and saw again NOTHING was done. They again charge me for October.. I called and pleaded with them to refund me. [redacted] apologized and said she would refund it. I then get an email saying she only answers phone calls and cant promise anything. but I have been dealing with her all this time. I called Amex to dispute it but dealer click said I logged in ONCE! I logged in because they told me to In order to train! Now im out about 1200$ no program nothing. This is not fair. How can a company just take my money and screen my calls?! Google has a lot of bad reviews almost similar to my caseDesired Settlement: We just want our money back. We have nothing to show for that $1200Please help

Business

Response:

[redacted] was aware of the all sales are final policy which is on the invoice signed by the customer. They also agreed to the terms and conditions of their license agreement when they downloaded the software. Their sales person was not [redacted] but another member of the team which is on their invoice.Dealerclick did complete the software for the customer within 24 hours not 7 days as stated in the complaint. We left messages and emails for [redacted] to contact us for almost a week. Then once they were trained they asked for customization so they would not have to go through so many steps in the program. The customer wanted shortcuts to make it easier for the team as they were going to use one section the most. For the next month we left messages and emails for them to contact us. The operator had to send them emails to contact us since their phone lines were not working or voice mail not set up.The customer wanted customization which we let them know may require additional cost depending on how much they wanted changed. However the customer does need to be available to discuss their needs, the customer chose not to communicate or interact with us for over a month. While we respect their choice in celebrating their religious holidays it is difficult to customize something when you are unable to communicate with a customer or they do not return calls. We added shortcuts to the program but could not reach them to follow up on any additional issues as they did not respond to us. DealerClick has been clear about the refund policy. [redacted] is our operator and as such is the one to answer the phone whenever a customer calls. She also follows up for the tech team in leaving messages when we are having difficulty in reaching a customer who is not answering their phone. She also responds to general emails if needed. She does not have authority nor does she ever tell a customer that they will receive a refund. That statement is untrue.DealerClick is clear on the return policy with the customer at the time of purchase and the customer was aware that all sales were final. [redacted] spoke to them about the dates they were billed for their monthly fee in September. In October the accounting department also told the owner that all sales are final per their contract and there are no refunds. Unfortunately they did not like the answer and kept calling us multiple times a day wanting another answer. The customer also did not follow the terms and conditions on how to cancel their monthly charge. We do not accept emails, phone calls, or faxes; they must send a certified letter of cancellation by mail.DealerClick stands 100% behind our product and we would be happy to continue to provide the customer with any support he needs and grow the relationship which is what we told the customer.

Consumer

Response:

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.

[This response is a LIE! I dealt with [redacted] and it was a JEWISH holiday. It seems a bit racist in there remark regarding my holiday. I have no Messages and NO EMAIL trying to fix the problem. [redacted] was the culprit giving my company empty promises.

Regards,