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Prior to the leads that were generated and contributed to the balance in question being accrued, this customer had agreed to pause their leads for a period of time, an arrangement confirmed both with the customer during a conversation with our customer service department late last year as well as in...

our records per an additional credit applied at that time. The customer also states in this complaint that they were aware of and had been instructed on the process to pause their lead generation at anytime. Furthermore, our records also indicate that over the life of this customer's account a significant amount of credit was previously applied to the customer's account and that an offer was made to this customer by our customer service department to settle the balance in question but was rejected. Given these circumstances our previous offer to settle the outstanding balance will remain valid as offered, but we are otherwise considering this matter closed.

Prior to receiving this complaint, our customer service department had been in touch with this complainant multiple times regarding their concerns. The owner of the account in question is a party other than the complainant, and the former had previously been explained our policies and billing...

structure in regards to our lead generation and agreed to our terms and conditions via our VoiceLog system. Additionally, the customer was actively engaged in contacting their leads, was making consistent contact, and our records reflect that jobs were won as a result of our service. Despite this, our customer service department made an effort in good faith to address this customer's concerns by applying a substantial amount of credit that resulted in the removal of an outstanding balance associated with their account. Due to the circumstances outlined above, we believe that our company has not only performed the service that this customer agreed to upon becoming a member of our network, but that we have also accommodated a reasonable resolution to the concerns of a party that was not privy to or present during the sign up process. As a result, we are at this time considering this matter closed.

Initial Business Response /* (1000, 5, 2015/06/29) */
We have discussed this complaint with the customer and resolved their concerns.
We found that there were misunderstandings regarding the membership fee that we require for joining our network, as well as the type of leads that this customer...

would be receiving. To part ways on amicable terms, we have issued a credit to wipe their balance.

In discussing this customer's concerns with them and reviewing our records, we were able to determine that the customer had experienced some difficulty with certain aspects of our system, and that the program they were enrolled in was not a good fit for their business needs. As this customer was in...

communication with us and requesting to cancel very early in their membership with us, we were able to reach a settlement with them and have cancelled their account per their request. At this time we have parted ways with the customer on friendly terms.

In speaking with this customer and investigating our records, we found that there does seem to have been a misunderstanding in regards to how the leads generate through our system are billed. Though we presented an option to enter a program more along the lines of their original impression, the...

customer had since picked up enough work that our service is not currently a good fit for their business. As such, we were able to reach a settlement with the customer and have since parted ways on friendly terms.

We have been in touch with this customer, but have not yet been able to have an extensive discussion regarding their concerns. We were not able to reach the customer at an agreed upon appointment time on 3/7/2016, but will continue to reach out in the hopes of bringing this complaint to an amicable...

resolution.

Since receiving this complaint our customer service department has been in touch with this customer multiple times and has adjusted several settings to their account per their request. While we apologize for any prior confusion regarding our credit policies, our records show that there has been...

consistent credit applied to this customer's account over the life of their membership, and at this time we are pleased to be able to count this customer as an active and valued member of our network.

Initial Business Response /* (1000, 5, 2015/12/18) */
We were able to reach this consumer and he informed us that his concerns had been resolved.
There apparently was a misunderstanding regarding the nature of requesting a quote and/or being matched with a contractor through our service. Once...

explained the consumer informed us that he had no further issues with our service and/or company.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/22) */
This matter has been resolved satisfactorily.... thank you for your attention.
Merry Xmas and Happy New Year.
[redacted]

In speaking with this customer and reviewing our records, we were able to determine that the source of this complaint could be traced to some confusion regarding the billing program in which the customer had been enrolled in regards to their lead generation. We have discussed the circumstances that...

lead to this complaint with the customer, apologized for any frustration that was caused, and were able to reach an amicable resolution. At this time we have cancelled this customer's account in full with no further balance owed and have parted ways on friendly terms.

In speaking with this customer and reviewing the notes from past conversations with our representatives, we found that the customer had been consistent in their story that the terms of their service had been explained in a manner other than the service that they received. In determining that there...

may have been some confusion in regards to certain features and benefits of membership in our network, specifically our Instant Booking program, we were able to reach a settlement with the customer to bring this complaint to a resolution. At this time the customer's account with us has been cancelled in full with no further balance owed.

(The consumer indicated he/she DID...

NOT accept the response from the business.)
Because we may have received a couple of calls but we were told that they do not give refunds in the form of original payment only in credit on account. We were contacted again and ask how we were going to settle up with them, there was no attempt to work out the issue and after we filed the complaint we have received one phone call. We have made mutiple attempts to try to come to a resolution without success so we would like to now settle this through the Revdex.com.

Prior to receiving this complaint our customer service department was able to reach this customer and address their concerns. We have apologized for any confusion that resulted from this situation, a refund was provided, and the customer's account has been cancelled in full per their request.

We have been in touch with this customer and have apologized for their experience surrounding the renewal of their account and subsequent cancellation of their membership. At this time the requested refund has been provided, their account has been cancelled per their request, and we have since...

parted ways with the customer on amicable terms.

We have been in touch with this customer and were able to resolve their concerns. We found that there had been confusion regarding the control of the leads generated to their account, specifically in relation to quantity over periods where the leads were turned on after extended periods of having their leads on hold. As a result we were able to amend the outstanding balance on the account, cancel the account per their request, and have parted ways on friendly terms.

This complainant is a party other than the verified owner/account holder of the account with our company. Because we are only authorized to discuss this matter with owner of the account as listed in our system, that is the only party that we have attempted to contact. Our records, available upon request, verify that we have made multiple attempts to reach the account holder through their primary contact number and have left multiple messages in the process.

Though we have not been able to speak with this customer, we did leave them a message apologizing for the sales tactics used by the representative that contacted them. The representative's manager and director were both made aware of the allegations made in this complaint and have appropriately...

addressed this concern. Additionally, we have marked the this customer's information as "Do Not Contact" in our system.

Although we have not been able to make direct contact with this customer, we do have information to provide. Since filing this complaint the customer had processed a charge dispute with their bank, so although they had received their refund as desired, there was a resulting balance on their...

previous account with our service. However, in light of what we consider to be a good faith effort on the part of the customer to have cancelled within the allowable window for a refund, we have since cleared that balance and removed their information from our collections protocol. At this time there is no further balance owed, there will be no future charges, and their account has been cancelled as requested.

Since receiving this complaint our customer service department has been in touch with this customer several times and were able to resolve their concerns. Credit has been applied, their account settings adjusted, and at this time they remain an active and valued member of our service.

Initial Business Response /* (1000, 5, 2015/10/02) */
We have spoken to this customer and addressed their situation.
We maintain that all charges are valid, and that the customer did win work with our service. Additionally, our annual membership is non-refundable and explained as so in our...

terms and conditions to which the customer agreed to. Despite this, we did extend a settlement offer to this customer to close the matter, however the customer declined. We do not feel that there is merit for refunding the entire amount paid as requested.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They say business was gained but I gained nearly nothing for my investment they offered me a settlement that was unreasonable and far from what I would expect from a company who should have integrity in keeping the people (who keep their business running ) happy

Per our last response to this complaint there were multiple productive conversations held with the actual holder/owner of the account with our service, a party other than this complainant, and at last contact we were awaiting word on how to proceed given the options that were discussed. We categorically reject the idea that there was at any point any refusal or resistance from our company to put any of the options discussed into writing and are more than willing to do so once we have received word from the account holder on how they would like to proceed. We are of course very open and willing to continuing the discussion with the account holder regarding their account in order to reach a resolution, the options and/or offers that were made are still valid, and without further contact from the account holder we are considering this complaint as closed.