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While we acknowledge this customer did have conversations with our customer service department prior to our office receiving this complaint, they were not responsive to multiple calls specifically relating to the complaint over the course of the month of November and into DecemberWe would still be willing to discuss the customer’s concerns but have not received any communications from the customer since late October

Revdex.com:
I have reviewed the response made by the business in reference to complaint ** ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

In addition to the credits that were applied as referenced in our previous response, this customer's account was also provided substantial credit for concerns that had occurred prior to their conversation with our customer service departmentIn the time since our original response to this complaint, the customer has cancelled their account with our service while maintaining a negative balance as a result of the second round of creditsAs the customer is no longer a member of our network, we will be providing a refund for the amount of their negative balance at the time of cancellation and at this time consider the matte closed

Upon receiving this complaint we were able to immediately contact this customer and hold a detailed conversation regarding their concernsWe were able to address the issues listed in this complaint, make adjustments to their account in order to better fit their business needs, and credit has been
appliedAt this time we are pleased to count this customer as a current and active member of our service network and look forward to mutually beneficial business relationship

Prior to receiving this complaint, our customer service department was able to address this customer's concernsAt that time credit was applied to the customer's account, their concerns were addressed, and they currently remain an active member of our network.We would also like to note that at no
point does our organization ever attempt to conceal any of the charges that are associated with our serviceThe "VoiceLog" that all customers complete prior to activating their membership with our service clearly details the costs of our annual subscription, the fees for leads generated, and any other aspects of our service that the customer has opted in toOur records indicate that a party other than this complainant completed that process and asserted that not only were they the principle owner of the company in question, but that they agreed to all of the above mentioned terms and conditions

We have been in touch with this customer and were able to resolve their concernsWe have explained and apologized for the circumstances that lead to this issue, credit was applied, and at this time the customer remains an active and valued member of our service network

Although we have not yet spoken to this customer directly, we have been able to exchange voice messages in which our company has indicated that we will be providing the desired resolutionWe will be following up with the customer next week to finalize the arrangement, answer any further questions
or concerns that they may have, and look forward to being able to part ways on friendly terms

After reviewing our records it was confirmed that another consumer mistakenly entered this complainant's phone number as their own in the process of a submitting a service request through our websiteThis lead to the complainant being contacted by contractors, not our company, and the contractors
that received the number in question are now aware that this is not a valid lead and have received credit to their accountsAdditionally, we have removed the phone number in question from our system and offer our apologies for any inconvenience that may have occurred

We have been in touch with this customer and were able to address their concernsIn reviewing our notes and discussing the account history with the customer, we were able to determine that there had been confusion regarding the billing structure the account was signed up with, specifically in
regards to control of lead flow and subsequent billingWe were able to reach a settlement with the customer, closed their account per their request, and have parted ways on amicable terms

After speaking with this customer and investigating their account, we found that the customer had made a reasonable effort to cancel their account soon after signing upBecause our service was not a proper fit for the scale of jobs that the customer's company does, we were able to reach an amicable
settlement with the customer and have since parted ways on friendly terms

Upon receiving this complaint a review of the customer's account confirmed that although a refund was in the process of being completed, it had not fully cleared the neccesary steps to be issuedThis has since been corrected, we have informed the customer that that the process was completed vie
email, and if the funds are not already reflected on the customer's credit card statement then they should be appearing very shortly. We would like to apologize for the delay in the process and wish the customer and their company all the best moving forward

In speaking with this customer and reviewing our records, we were able to quickly address and resolve the concerns listed in this complaintAt this time the customer's account has been cancelled per their request with no further balance owed and we have parted ways on friendly terms

Although we have not been in further touch with this customer since receiving their complaint, upon review of their account we were able to determine that their requested resolution is a reasonable one and have since provided it.We would like to apologize for the confusion surrounding the leads that
were generated after the credits mentioned in this complaint were used, and we can now assure this customer that the balance accrued as a result of those leads has been removedAt this time there is no further balance owed, there was no collections activity pursued, there will be no future charges, and the account has been cancelled in full. We would like to wish this customer and their company all the best moving forward and are currently considering this matter as closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/08/13) */
We were able to reach this customer and address their concerns
Though our internal notes do not indicate that this account was cancelled, we have wiped their remaining balance for membership and have cancelled their account in full

We have been in touch with this customer and have addressed their concernsThe complaint stems from a fundamental disagreement between our company and the customer's definition of both "leads" and "advertising," wherein the customer finds the two to be mutually exclusive, we define our company and
business model and joining the two together as one serviceWhile we never guarantee that leads sent to members of our network will automatically turn into jobs, we did reach a settlement to quell this customers concerns and part waysAt this time the settlement we reached is being processed and their account has been cancelled

After several attempts, we have not yet been able to reach this customer regarding their concernsAt this time we remain optimistic that we will be able to make contact with this customer soon and that we will be able to bring this complaint to an amicable solution

We have been in touch with this consumer and were able to address and resolve the concerns as listed in this complaint. We were able to hold a productive conversation regarding our background screening requirements and explained that per the regulations set by the state of Illinois, this
account was opened as a sole proprietorship and no business license was requiredAt this time we have rectified the situation regarding the outstanding balance tied to a party other than the person responsible for the account, no negative reports have been made against their credit, and will be exploring internal options regarding redirecting the balance towards the proper partyWe would also like to state that the information under which this account was enrolled has been flagged in our system and will not be eligible for re-enrollment in the future

Prior to receiving this complaint, this customer had been in touch with our customer service team via social media and we were able to address their concernsAt this time a refund was provided and their account has been cancelled in full per their request

We would like to apologize for and are sorry to hear about this customer's recent experience as prior to this situation they had been a longstanding and valued member of service networkUpon review of their account and given their tenure as a customer with our company, we have provided the
resolution as requestedAt this time there is no further balance owed, there will be no future charges, and their account has been cancelled in fullWe would also like thank this customer for their time with us and wish them all the best in the future