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We were able to reach this customer and have addressed their concerns.We found that there had been an issue surrounding an incorrect setting on the coverage area that was set for this customer's account, but that it had been addressed and properly credited prior to our office receiving this...

complaint. While the vast majority of the leads that had come through as a result of this error were credited prior to being billed to the customer's credit card, there were some that had been billed for. Given these concerns and the short time that the account was active, we were able to reach a settlement with this customer and have since parted ways on amicable terms.

Several days prior to receiving this complaint our customer service department had been in touch with this customer and initiated the refund process per the customer's request. Those funds should be reflected on the customer's credit card statement within the next 10-15 business days and their...

account has been cancelled per their request.

Both prior to and since receiving this complaint, our company made extensive efforts in attempting to address the situation as described. Since that time we have received no further communications from this consumer nor any indication of a resolution on the part of the contractor in question, and as...

a result, the contractor has been removed from our network. We have also provided third party resource information to this consumer should they choose to pursue any damages that may have occurred over the course of their project, and would furthermore invite the consumer to contact the party handling their complaint via the information provided to them over the course of our conversations, voice messages, and emails. Without further communications from the consumer, however, we are at this time left with no option but to consider this matter closed.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

As this customer requested, their account with our service has been cancelled with no further balance owed. We have apologized for any confusion regarding this matter and wish the customer and their company all the best moving forward.

Although we have not been in direct contact with this customer, we would like to use this opportunity to inform them that their requested resolution has been provided.We would like to apologize for the frustration that resulted from these circumstances, and can at this time assure the customer that...

there is no further balance owed, there will not be any future charges, and that there will be no negative reporting made against their credit. We would also like to thank this customer for their time with our service and wish them and their company all the best moving forward.

Prior to speaking with this customer, we had reviewed the relevant notes in our system and were able to determine that the pri[redacted] functions of our service were not able to adhere to the customer's business needs due to the extenuating circumstances described in this complaint. As we had credited...

this customer's account along the way for tasks that their business is unable to perform, we then further agreed to a settlement in regards to the remaining charges that had been associated with their account. At this time, the customer's account has been cancelled in full per their request, and we have parted ways on amicable terms.

After reviewing this customer's account, we found that there were in fact a sizable amount of leads sent to this customer for services that they do not provide. To correct this concern, we have credited their account for all irrelevant leads that were applied to their statement and can confirm that...

the account currently stands with no money owed. We have reached out to the customer concerning their prior conversation with one of our managers as to whether or not they would like to continue their membership with our network under different account settings, and are currently awaiting word on how they would like to proceed.

Prior to receiving this complaint our customer service department was able to reach this customer and address their concerns. At this time credit has been applied, changes to account settings were made, and the customer remains an active and valued member of our service.

Although we have not been in further touch with this customer, prior to receiving this complaint our offices had begun the process of both crediting and refunding this customer for the charges in question. Additionally, our management team is currently reviewing the unprofessional conduct by one of...

our employees mentioned in this complaint and we will be addressing those concerns on an internal level.  We would like to apologize for this situation and any frustration that was caused as a result of it, but as the funds in question have since been returned we are at this time considering this matter closed.

We were able to reach this customer and have addressed their concerns.We found that towards the end of the customer's membership with our service that there had been some confusion regarding the control of lead generation to their account, specifically when the leads had been turned off. As a...

result, we were able to reach a settlement regarding the billing that had occurred during their time with us have since parted ways on amicable terms.

While we appreciate this service professional's dedication to their craft and their reputation within their community, as stated in this complaint there are criminal background concerns that render them ineligible for membership with our network. Further information regarding our background...

screening requirements and relevant terms and conditions can be found on our home website, and at this time we are considering this matter closed.

Although we have not been in touch with this customer since receiving their complaint, upon review of our records we have provided the resolution as requested. While an reminder email was sent to this customer to alert them of their upcoming membership renewal, our records do show a long period...

of inactivity prior to that charge going through. As a means to resolve this concern on amicable terms we have processed the refund for that charge, there will be no further charges, and the membership has now been cancelled in full.

Initial Business Response /* (1000, 5, 2015/07/01) */
We have been in contact with this customer and have addressed their concerns.
Most of this customer's issues stemmed from a recent spike in lead projections within our system, which happened to occur during their time of their initial...

sign-up. We apologized for the fact that our projection of 60 leads per month did not prove to be accurate, as those projections do seem to have fallen since the time of their initial membership. We can likely attribute this error to a change in our SEO model around that time, as well as third party change, but cannot be entirely sure.
As a way to apologize for any misunderstandings or frustrations that occurred due to this inaccurate forecast, we have issued a refund to their account that reflects nearly 75% of their total expenditure with us. The customer agreed to this resolution and we have parted ways on amicable terms.

Complaint: 11084947
I am rejecting this response because: they refused to refund my money
Sincerely,
[redacted]

We have been in touch with this customer and were able to hold a productive conversation regarding their concerns and the details of our service overall. As a result a settlement was reached, the account has been cancelled as requested, and we have since parted ways with the customer on friendly...

terms.

Upon reaching this customer we were able to discuss in detail their concerns, the issues that lead to this complaint, their billing, and our membership overall. As a result, we were able to clear the balance associated with their account and have assured the customer both verbally and in writing by...

email that their account has been closed without the possibility of future charges.

Prior to our office receiving this complaint, this customer's concerns had been addressed by our Customer Service Department. We found that there were some concerns regarding the coverage area that was associated with their account and that the customer had requested a refund within the allowed 72...

hour period. As such, a refund for their membership has been provided and we have parted ways on amicable terms.

Initial Business Response /* (1000, 5, 2015/10/06) */
We were not able to match the contact information that this customer provided to any account in our system. As such, we sent two emails to the address they provided in an effort to acquire a phone or account number, but have yet to receive a...

response.
We are certainly willing to add their information to our "Do Not Call" list, but at this time we would need more information in order to accomplish that task.

Initial Business Response /* (1000, 5, 2015/11/05) */
We have been in touch with this customer and have made an offer to resolve their concerns. We hope to finalize our resolution and move forward tomorrow.