Intelligent Networks Corporation

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The recording is not valid, this is the same complaint others have commented on.  After I complained, I was switched to another dept. to verify my information for a follow up review, or response to my complaint.I'm a one man operation, I advertise with [redacted]. They still cannot provide me with what they did besides show me a listing with my name and number, which is listed for free with [redacted] already. I spend barley that much in advertising for the year overall, It is impossible that I would commit to this. I never provided key words, or logo. After going through the other complaints, I apparently am getting roped into this as others have. They have also said they would settle for cost, of @ 384.00, again as stated by other complaints. I initially ignored the emails, thinking it was a scam... I have nothing better to do than fight this...
Regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. This was a phishing phone call.  You did not even attach the entire phone call.  When you called us, I asked to play the entire phone call back and you stated that you could not do that and only had a portion of the phone call recorded.  You lead [redacted] to believe that you already had us a a client and were using the same key words, and when he asked what they were, you told him what you had previously had on file, which we have never listed with you. When we called you to see what the bill was for, because we have no idea what your business even does, we explained to you that [redacted] works in our shipping department.  I believe this is fault of both employees.  
Regards,[redacted]

We are in receipt of the customer complaint response dated April 15th, 2015 by [redacted]. We do understand the customers concerns regarding the numerous calls all offices face during any given day. We have those same calls come into our offices as well. In this instance though, John Higgins did order the service on December 2nd, 2014. We have offered the client on repeated occasions to provide them with proof the order was actually placed. In each instance we were refused. At this point our concern as a business is not with the client’s outstanding invoice. Our concern rests with the clients’ continued declaration that no order was placed at all. To this, we offer a compromise. We ask for the opportunity to prove that the client did in fact order the service. In exchange we will void the outstanding invoice and close their file. Please feel free to contact a member of our client care team to help you with this file. We go to great lengths for our clients and try to differentiate ourselves from our competitors. If the client has any additional concerns regarding this matter, we would be more than happy to learn from their experience. Warm regards,Jonathan Higgston VP CORPORATE AFFAIRS

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I was unclear as to what I was agreeing to on this call.  I thought I was just helping to update a directory listing.  I did not understand what I was agreeing to. It is very clear in the recording.  I would like to have the recording between myself and "Lynn" the person the man refers to in the call.  I was out of line to state that I am the office manager.  I am not.  I answer Ms. [redacted] calls.  I was swindled and I was manipulated.  This is a bad business practice by the people at Network Solutions.Regards,[redacted]

We are in receipt of the clients’ response and I’ll again do my best to try and help clarify. Please keep in mind that our agents always call and ask for the person in charge of online advertising. For a small business that typically is the owner, however they are also usually occupied running their business and ask our agents to contact another person with authority to make these decisions. In larger sized companies there are no owner’s to speak to and we are directed to office managers, marketing directors, etc. I understand that you wear many hats at the business as you have stated, which probably explains why you handled the call. I also know that the price was clearly disclosed to you at the time the order was placed as documented on the recorded order verification. As I stated in the original response, we do have a procedure in place should the individual who placed the order happen to have overstepped their authority. I am leaving a note in your file for our client care team to help resolve this matter for you in accordance with those procedures. Please reach out to us at your earliest convenience Warm Regards, Jonathan [redacted] VP CORPORATE AFFAIRS

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.We are a wholesale company.  We do not and have not ever used any online advertising.  We have not seen any of the so called "work" that has been preformed.  We haven't been informed as to what we are even being billed for?  Can you please send over a complete detail of what work was done?Regards,[redacted]

Robert from the business called on the inquiry lines and gave a response to the complaint. The number on the caller ID was 212.478.6240.He stated that [redacted] (consumer that filed for the company he works for) filed the complaint and did not know the issue was resolved already. Robert stated that the...

invoice and services were cancelled 7/16/2015. The company did not have to pay anything. The CEO of the company ([redacted]) called Robert at Intelligent Networks.

We are in receipt of the customer response from Mr [redacted]. Ms [redacted] did speak with our sales agent Lucas on July 8th, 2015 and our Quality Assurance department afterwards, but it is irrelevant at this point.  The file will be closed permanently in our system with a zero balance pending satisfactory resolution of this complaint.  We go to great lengths for our clients and try to differentiate ourselves from our competitors. We would hope that this satisfies the client. If the client has any additional concerns regarding this matter, we would be more than happy to learn from their experience.   Warm regards,  Jonathan Higgston  VP CORPORATE AFFAIRS

We are in receipt of the customer concern identified as ID [redacted]. I have reviewed the customer’s account in order to see how we can best help him resolve any confusion or issue with the services he ordered. The order for online...

advertising for [redacted] Inc was placed on October 9th, 2015 by the Owner, [redacted]. According to the notes on file the client was contacted by Client Care on November 9th, 2015 in regards to keywords and possible logo inclusion for the advertising. We were informed by Mr [redacted] that he would like a copy of the invoice mailed to [redacted].com. This was completed same day. We tried following up with the client on November 11th, 2015, November 25th, 2015, December 8th, 2015, and December 17th, 2015. Voicemails were left in each instance requesting the client contact us back at his earliest convenience. During this time span monthly statements of account were mailed to the [redacted] location.On December 21st, 2015, we finally got in contact with the client and Mr [redacted] claimed he didn’t remember ordering the service. The client care representative attempted to re-explain the services ordered and offered to pull the recorded order verification. On January 4th, 2016, January 6th, 2016 and January 13th, 2016 we attempted to follow up once more with the client but our messages were not returned. A final notice statement was sent to the client at the beginning of February as we do not have the internal resources to pursue clients in house. We are uncertain why the client has ignored repeated voicemails, invoices, and statements.I have taken the liberty of reviewing the recording and it clearly shows that an order was in fact being placed. This process included an offer of a promotional 15% discount that was available at the time of order. The client clearly stated he would get with his accounting department regarding payment. This order verification included clear pricing amounts and payment terms. I am certain that all of the above documented history is simply the result of an oversight on the client’s part. We do understand that an Owner of a business may not have enough hours in a day to follow up with every vendor. It is not normal though, for an account to be delinquent for such a long period without one returned phone call. In most instances clients that are having financial difficulty contact our offices and our client care team crafts a solution that works best for the client. I am placing a copy of the order verification in the clients file and am requesting he contact back our offices at his earliest convenience so that we can help him find a solution that works for him. I am certain we can find a solution that he’ll be happy with. Warm regards, Jonathan H. VP CORPORATE AFFAIRS

We are in receipt of the customers’ additional concerns for complaint ID [redacted]. There seems to still be confusion regarding what actually transpired.During the initial call we identified ourselves as Intelligent Networks and clearly described the advertising on [redacted] to [redacted]. Thereappears to be no confusion through the recorded order verification. I do understand Mr [redacted] concerns regarding the order his wife placed and I amtrying to help bring clarity to the situation. I know Mr [redacted] in his response stated that they only realized they had ordered in error on February 9th,2016. In my first response I noted that our third party email reminder system shows that both the order confirmation email on January 20th, 2016 and the“Work is completed” email sent on January 28th, 2016 show as opened. Both emails and additional reminders were sent to the email address provided byMrs [redacted].[redacted]). In each email reminder and contact we clearly identified ourselves as Intelligent Networks.In addition, our client care specialist followed up by phone and by email on January 27th, 2016 for additional keywords and logo. During this call the clientwas explained in detail the process we take for the advertising. At that point in time if the client didn’t want the service, then why were we not informedso that we would not be investing resources and billable time fulfilling her order.I have no doubt that the order was placed in good faith by [redacted] and that we have been attempting to provide the service in good faith sinceJanuary 20th, 2016. It is also clear to me that Mr [redacted] does not see the value of the service and has filed this complaint without being a participant inthe sales process or the fulfillment process until February 9th, 2016 when he became aware of the order his wife placed. SEO services are never done for acompany name as you would only be attracting clients who knew of [redacted] which would be ineffective at generating new business. True SEO is done according to keywords provided by the client and would include terms describing the actual services provided.I would note that we are under no obligation to cancel or discount the service as our Terms Of Service (TOS) clearly state our cancellation policy as notedon the invoice attached to each email reminder received by Mrs [redacted] since the date of order. Unfortunately, the client was beyond that period andany reasonable extension available to the client care staff by February 9th , 2016.We are more than willing to find a solution that works for the client while also respecting our terms of service. I invite the client to contact back ouroffices so that we can find a solution that works for him.Warm regards,Jonathan [redacted]VP CORPORATE AFFAIRS

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I have read the statement put forth and I was THREATENED NOT by this gentleman writing but the customer serv lady, further more employees can be in Accounts payable/ receivable WITHOUT being authorized!! My goodness, just because employee is employed DOESN'T make them the decision maker. I would suggest in the future YOUR company speaks to no one but the owner. Our company lawyer is VERY interested in this and this is not the first time he said companies like this count on NOT speaking to CEO's because they know they will be hung up on so they speak to those who are lower on the totem pole so to speak. Mary the employee DID NOT request services from this company, This company solicits business in hopes to catch someone off guard and charge them a ridiculous prices to advertise. Our lawyer would be glad to get in touch with you sir, by all means send me your information and when I forward that to him. He will be in immediate contact with you.Regards,[redacted]

We are in receipt complaint ID [redacted] and have taken the time to review the clients file in detail. For the sake of clarity, below if the account history and recorded call information that I have reviewed. The order was placed by [redacted] who did identify herself as the Comptroller for...

[redacted] on November 4th, 2016. The client spoke with our representative from Business Development regarding an online business listing. While the agent does mention that the company had a three month complimentary trial previously, the agent does not have access to previous contact information. The reason for this is that anyone may sign up for a free trial as there is no financial commitment at the time. When our agents contact the business we clearly ask for the individual who is responsible for online advertising decisions. In this case, we were directed to Ms [redacted]. We explained the service and the offer to advertise and once accepted, contacted the client back to conduct the recorded order confirmation to ensure the client understands who we were, how much the advertising would cost and payment terms were discussed. In fact the above events are even confirmed on the order verification. I am providing a copy of the recorded order verification for the Revdex.com’s files showing a clear meeting of the minds and that the client was fully aware that there was a free trial that was expired and that this was a new order. The client was clearly advised invoice amounts and terms at the time the order was placed. We are more than willing to find a solution for the client and I am hopeful that we can find a solution that works for the client. Jonathan [redacted] VP CORPORATE AFFAIRS

We are in receipt of the client response for complaint ID [redacted]. I’ll try and address the remaining concerns. For the sake of clarity, I am providing a copy of the third-party order verification done with [redacted] that the client is stating did not occur. It shows the client had a clear understanding that an order was being placed and that an invoice was being sent to her location that was due on receipt. The client was even offered a discount for immediate payment. If as the client stated that this never occurred or that she was not aware of an invoice amount, then we are uncertain as to why she clearly asks for us to send an invoice out during the attached recording. We have already provided a copy of the recorded order verification to Ms [redacted] and am certain that this was shared with her employee Ms [redacted]. I am not sure why she continues to deny facts that have occurred. I am hopeful that we can find a solution that works for the client and doesn’t violate our Terms of Service and invite the client to contact our offices so we can help them close this file. Warm Regards, Jonathan [redacted] VP CORPORATE AFFAIRS

We are in receipt complaint ID [redacted] and have taken the time to review the clients file in detail. For the sake of clarity, below if the account history and recorded call information that I have reviewed. The order was placed by [redacted] who did identify himself as the person with authority...

to purchase for [redacted]s on October 13th, 2016. The client spoke with our representative from Business Development and once the order was agreed upon, went through the third party recorded order confirmation process to ensure no errors, and that the client understood both pricing and payment terms. A member of our client care team contacted Mr [redacted] on October 21st, 2016 for additional keywords and logo inclusion for the advertising to help put the clients best foot forward. The client care representative followed up by email as well at [redacted] On October 28th, 2016, Mr [redacted] was contacted regarding the status of payment for his order At this time we were informed that payments were made from a separate location and were asked to follow up with Accounts Payable for payment. When we contacted the other location we were advised that the employee should not have ordered the service and that they would not be paying the invoice. When we attempted to explain that services were ordered in what we assumed was good faith and had completed the work as requested, we were informed that we should take Mr [redacted] to collections. I am certain that Mr [redacted] ordered the service because he believed it would help [redacted]. I am also certain that if Mr [redacted] is truly not authorized to purchase for the company and was aware of this fact, that he would not be ordering any service or agreeing to any invoice to be paid. During the third party recorded order verification, the client clearly discusses payment options and terms in detail. I am not certain why he would feel capable to order services if he has not done so previously. A copy of the recorded order verification is being provided with this response to the Revdex.com for its files. We are more than willing to find a solution for the client. I am hopeful that we can find a solution that works for the client and doesn’t violate our Terms of Service. Jonathan [redacted] VP CORPORATE AFFAIRS

We are in receipt of the customer response for Complaint ID [redacted]  I understand Mr [redacted] concerns regarding the order that was placed. To be clear, the order was placed on February 29th, 2016. The follow up client care calls were service calls to improve the visibility of the listing service and search engine rankings Mr [redacted] had already ordered.  At no point in time were we doing any search engine optimization for any website associated with ** [redacted]. The invoice sent to your offices, and attached to each of the email reminders sent to [redacted] clearly shows that the order was for a listing and the accompanying SEO service for that link. This was clearly explained to Mr [redacted] at the time of order and clearly stated that the service was for online advertising on the recorded order verification.  Mr [redacted] claimed to be a manager for the location. He clearly ordered the service, and understood the invoice amount was due on receipt. There was no mention of any problem with the order anywhere in his conversations with Client care until such time as payment for services rendered was requested. I am sorry that there still appears to be confusion on this account despite our best efforts. We are more than willing to find a solution that works for the client and look forward to resolving the account  Warm regards,  Jonathan H[redacted]  VP CORPORATE AFFAIRS

We are in receipt complaint ID [redacted] and have taken the time to review the clients file in detail. For the sake of clarity, below if the account history and recorded call information that I have reviewed. The order was placed by [redacted], the [redacted] on March 16th,...

2017. The client spoke with our representative from Business Development and once the order was agreed upon, went through the third party recorded order confirmation process to ensure no errors, and that the client understood both pricing and payment terms. Due to the clients job title, she was asked if she was authorized to make purchases for the company to which she replied that she was. A member of our client care team followed up with the client for additional keywords and logo inclusion on March 20th, 2017. At that time we sent subsequent emails and reminders to [redacted]. On March 27th, 2017 during a follow-up call the client informed us that there was no price given at the time of sale. A ticket was opened and the third party recorded order verification was played for the client twice. The price was clearly disclosed as well as a promotional discount given at the time of sale for payment by credit card. We clearly disclosed who we were with the sales representative and during the order verification process. In addition there was a clear understanding during the order verification that the client was authorized to purchase for the company and understood the invoice amount and that it was due on receipt. Despite the facts described above, our client care representative sought to help the client by trying to find possible solutions including simply covering costs incurred, or keeping the service for a discounted amount. Neither solution appeared to be acceptable for the client and we were transferred to Lonnie Stewart who informed us that Jodi Stewart was just a receptionist and had no authority to order. We offered the client a fair and reasonable solution to resolve the issue while respecting the fact that we incurred costs as a result of the order being placed. We remain willing to help the client however it does take both parties. I encourage the client to reach out to our offices at his earliest convenience. Warm Regards, Jonathan H[redacted]

We are in receipt of the customer concern identified as ID [redacted] and are at a loss as to how our internal procedures failed this client. The client originally ordered the advertising service on May 25th , 2016 and set up credit terms for 12 equal payments at the time of purchase. This account was...

flagged in our system as such, however it appears as though a new receivables agent contacted the client regarding the remaining open balance on his account. I completely understand the frustration that Mr Pratt is expressing regarding his experience and can assure him that our policies and procedures in place should have prevented a situation like this from occurring. I hope that the client will accept our sincerest apology on behalf of our entire team for any confusion this may have caused. I do know that since this incident has come to our attention, we have taken steps to improve our training procedures so that your unfortunate experience does not happen to any other client moving forward. The original Client Care representative who assisted in the after sales service regarding your advertising, has reached out to you so that we may apologize for the confusion personally. Should you require any assistance going forward, please note that we have flagged your account for priority service. Warm regards, Jonathan H[redacted] VP CORPORATE AFFAIRS

We are in receipt of the customer response to the complaint identified as ID [redacted]. In order to clarify that an order was in fact placed on February 4th, 2016, I am including with this response, a copy of the recorded order verification done with Robert [redacted] for the Revdex.com’s files. The client clearly understood the order being placed, invoice terms and amounts due for services being rendered. In addition, all of our email reminders have Read Receipts which clearly show the emails were opened by the client. The notes do also show that a call came in to our offices on May 2nd, 2016 from Mr [redacted] and he was informed that I do not take typically take calls from clients. We have a highly trained Client Care team that is fully capable of helping resolve any issue. The Client Care representative he spoke with did offer to help him but Mr [redacted] refused and the notes show that we had not heard back from the client since. I understand that this may be frustrating for the client however, one of my functions is to provide an impartial review of internal procedures to ensure we meet industry standards. This means that I review the facts included in the notes, client care calls, and the recorded order verification. In this instance there is a claim that no service was ordered by the client. In providing a copy of the recorded order verification for the Revdex.com, we are validating the fact that an order was placed in what we thought was good faith. We clearly identified ourselves as Intelligent Networks and the invoice amount and terms were clearly described. If the client typically orders advertising services from local providers and signs contracts, then I am uncertain as to why the client would order the service and agree to an invoice of $584.95. The clients previous purchasing routine is not something that our representatives would be aware of and as the client is the Owner of Valentino’s eatery, it is fair to conclude that he is the individual who would decide where to allocate company advertising funds. With respect to the Mr [redacted]’s assertions that there may be clients on our site who will not disclose advertising arrangements with us, I would suggest that the client review our privacy policies. Each client expects a degree of privacy with respect to their advertising strategies. I do not think Mr [redacted] would get an honest response from calling a fellow restaurant owner about what was really working for them. That would be counterproductive and most likely devalue the investment that the client already made in the service. If you have found a business on our site that is no longer operating, then we would appreciate it if you would report it to our offices. While every online advertising directory strives to have a perfect data set, even major companies like Yelp, Yellow Pages and OpenTable have errors that exist with the millions of businesses across the country. Our agents make over 1.2 million calls per year and there are over 14.1 million companies nationwide. It honestly is not possible to be perfect despite Page 2 best efforts to maintain accuracy. Every company big or small inevitably becomes dependent on outside sources to some degree. Lastly, with respect to the accounting notification the client received, that unfortunately is automated. As with most companies, accounts that become delinquent and unresolved are typically sent off to a third party for handling. As our primary goal is to help small to medium size businesses, it does pain me to see a business owner in this situation. As a result, I have recommended that client care reach out to you once more with a possible solution that may resolve the current impasse. Again, I am certain we can find a solution that works for the client and doesn’t violate our Terms of Service. Warm regards,Jonathan [redacted] VP CORPORATE AFFAIRS

We are in receipt of the clients’ response regarding complaint ID [redacted]. We did in finally speak with one of the owners, Mrs [redacted] on October 6th, 2016. At that time the owner was explained that free trial information is over-written once an actual paying order is placed as previous contact names on file change frequently and do not always have the authority to purchase for the company. We were informed by Mrs [redacted] that even if we could produce the name of the person who set up the free trial [redacted]), that she still would not pay the invoice. Mrs [redacted] further informed our agent that Mrs [redacted] can authorize invoices to come to their location but that the owners of the business would decide if they would actually pay for the invoices that came in. I believe that the client is confusing a quotation with an invoice. Quotations need approval for them to become invoices that need to be paid. In this instance we clearly informed Mrs [redacted] that the service would be a paid service, asked if she was authorized to order, and confirmed invoice amount and payment terms. At no point in time was there any mention of needing to verify with ownership before committing funds. In addition, in the recorded client care follow up call on September 2nd, 2016, Mrs [redacted] asked for a hard copy of the invoice to be sent and that the company would send a check. It was only on September 15th, 2016 after numerous contacts between the two companies, that Mrs [redacted] informed our offices that she was not authorized to order for the company and wanted to cancel the service. Our follow up conversation with Mrs [redacted], and Mrs [redacted] own response appear to indicate that she was authorized to make this purchase from the beginning. We are more than willing to find a solution for the client and invite her to reach out to our client care team. I am certain we can find a solution that works for the client and doesn’t violate our Terms of Service. Jonathan [redacted] VP CORPORATE AFFAIRS

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I will not pay them any money as Denis did not have any authority to make this decision and upon review of this company it is clear they do this to all their customers.  How they are allowed to stay in business blows my mind!
Regards,
[redacted]