Signpost

Dear [redacted] ***,Thank you for addressing your concerns regarding Signpost and your account with usWe are dedicated to providing quality customer service and value for all of our customers and we appreciate the feedbackUpon review of your account with Signpost, I am unable to issue a refund to your accountOur records show that you agreed to a Month Subscription with Signpost on April*, 2014, in which it is written in the Terms of Service, the details of our guarantee: we guarantee a minimum of unique customer email addresses will save your offer each month starting days after your initial chargeStarting in June (one month after your initial charge), to-date, your account has received saves, which comes out to over saves a month; this is double the GuaranteeOur Terms of Service are published on our website should you need any further clarification on this piece of our productWhile most of our merchants have success with contacting these email addresses, I understand that perhaps you did notThis is why one of our managers reached out to your business and spoke to [redacted] on November**, to offer a free upgrade of our new product at no additional cost [redacted] stated that she would like to take the upgrade; unfortunately, however, she did not want to actually go through the upgrade processWe would be more than happy to discuss the details of this upgrade with you and [redacted] any time so that we can facilitate this processWe are available Monday through Friday from 8:30am until 5:30pm Central Standard TimeYour performance on our platform is our top priority, and we want to offer you a solution that works well for your businessPlease advise a best time for us to reach out to you, so that we can discuss this complimentary product in detailWe look forward to hearing from you soon.Best, [redacted]

Signpost resolved this issue directly with the customer

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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] The statement: " [redacted] stated that she would like to take the upgrade; unfortunately, however, she did not want to actually go through the upgrade processWe would be more than happy to discuss the details of this upgrade with you and [redacted] any time so that we can facilitate this process." is untrue.What I would not agree to was to provide them access to my clients email addresses, I have an agreement with my clients to not share their email addresses I also am not going to give this company access to all my social media accounts, when I do not believe them to be reputable to begin with I offered them to use my [redacted] account and the emails they have generatedThey then informed me that would not work because their new platform was not for generating new business it was for follow up with the existing clients They also informed me that they had changed their business model because they knew the old model (the one they sold me) was a failureI am accusing them of generating fake emails to meet their minimum quotas in order to fulfill their contract...I believe these emails were mainly generated by Signpost entering them into the system and pretending that someone saved the offer I believe they are mostly fraudulent, considering I have not received a sign call, email or customer from any of the email addresses they have provided.I was also told during the sales call that I could expect a 60% redemption rate from the offers I have experienced a 0% redemption rate My issue is simple, they acknowledge that their business model is a failure and has not been able to provide new clients and therefore should provide a refund for the months left on my contract In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Dear [redacted] ***,Thank you for addressing your concerns regarding Signpost and your account with usWe are dedicated to providing quality customer service and value for all of our customers and we appreciate the feedbackI am sorry about your experience with SignpostIt is our goal to provide the best possible customer experience to our customersWe take your feedback very seriously and are striving to improve our merchants’ outlook on SignpostSignpost guarantees a minimum of new customer contacts will be collected each month, not including the first month as we focus on updating and syncing your informationI can see where you initially signed up with Signpost on February *, 2015, thus your guarantee started on March *, Since March *, 2015, our records indicate that you have received a total of contactsYou can filter these in your Merchant Center Dashboard onlineBecause you had concerns that there were some solicitors in this count that Signpost could not recognize, we worked with you in a good faith effort and still honored your request for a free month of servicePer our Terms of Service, we can issue you a credit at the end of your renewal termHowever, Signpost offered to issue this credit in the month of April instead of MayUnfortunately, you declined this credit and stated that you wanted to pay for April instead[redacted] ***, we work with a lot of small businesses and understand the workload that each businesswoman and businessman have to take on just to make their business succeedIt is our job to be a partner with you to help market your businessWe want to be able to see your business growThis product gets better over time as we collect more contacts to upload into your DashboardThe offer for free time is still on the tablePlease allow us that time so that we can help your business succeedCall me directly to set up some time to get your account growing againYou can reach me directly at ###-###-####Best, [redacted]

Hi [redacted] ,Thank you for addressing your concerns regarding Signpost and your account with usWe are dedicated to providing quality customer service and value for all of our customers and we appreciate the feedbackI am very sorry about your experience with our Customer Care representativeIt is our goal to provide the best possible customer experience to our customersWe take your feedback very seriously and are striving to improve our merchants’ outlook on SignpostUpon review of your account, I see where you called in to cancel with Signpost on July **, after signing a 12-Month Contract on July *, It was discussed with the Signpost representative that you had concerns on the performance of your accountAt that time, we pointed out to you that the account had only been live for days which was not enough time to be able to gauge the effectiveness of the platformWhen the Signpost representative mentioned the early cancellation fee that was agreed to and signed and initialed on July ***’s Contract, you agreed to stay on with Signpost to give it more timeAfter this conversation, Signpost reached out to you to discuss further performance of your account but we had to leave you voice messagesI have attached a copy of the Month Contract which you signed on July *, for your referenceThis Contract also outlines our Guarantee in which we guarantee a minimum of unique customer email addresses will save your offer each month, not including the first month as we focus on updating and syncing your informationSignpost has you listed on different directories to-date as we are still syncing your information on these sitesAs the Contract states, there is an early cancellation fee under this month ContractWe can honor your most recent cancel request and apply the monies paid for after that to your early cancellation feeHowever, we have new product upgrades that we think would benefit your business practiceWe can extend upgrading to these new product features free of chargePlease give us a call to discuss this matter at ###-###-####Best, [redacted]

Signpost has resolved this issue directly with the customer

Dear [redacted] , Thank you for addressing your concerns regarding Signpost and your account with usWe are dedicated to providing quality customer service and value for all of our customersI see where [redacted] (the authorized representative on this account) called in to cancel in October, but then decided to change his mind a couple of weeks later and proceed with upgrading to our new platformThis date was November**, Signpost scheduled an onboarding appointment, but unfortunately, [redacted] missed these callsOn November**, [redacted] called in stating that he did not want to move forward with the upgradesWe then received a call from [redacted] in your office [redacted] , I would be more than happy to resolve this issue with you directly; unfortunately, I'm not sure who we should be speaking with on this account as there has been a lot of back and forth and many different contactsPlease call me directly to resolve this issue

Hi [redacted] ,Thank you for addressing your concerns regarding Signpost and your account with usWe are dedicated to providing quality customer service and value for all of our customers and we appreciate the feedbackI am very sorry about your experience with our Customer Care representative It is our goal to provide the best possible customer experience to our customersWe take your feedback very seriously and are striving to improve our internal processesUpon review of your account, I see in July you had concerns about the Contract terms and the services we provideThe Customer Care Representative explained to you that if we do not meet our Guarantee (a minimum of unique email addresses will save your offer each month starting in Month 2), then a free month of service would be extended to you on your accountAt this point, you stated that you understood and had no further questionsNot only did we continue to push out your “10% Savable Offer”, we continued to other portion of our services, which is syncing and consistently updating your directory listingsAfter listening to the phone call with our Customer Care Representative in December, we reviewed your account’s performance with you and even suggested our new, upgraded product free of chargeHowever, the call was cut short as you did not even want to hear about how it can benefit your businessIn fact, we even offered you a free trial for a few months just so that we could get you to hear about this new product because we believe in it so muchUnfortunately, at this point, you were indeed adamant that you did not want to hear about itRespectfully, we then explained to you the process in how to cancel out the contract per the Terms of ServiceTo which, your response included threats of reporting us to the Revdex.com and your credit card companySignpost’s Customer Care Representative tried to come to a mutually satisfactory resolution on this phone call, but instead, you verbally stated to go ahead and charge the cancellation fee and then hung up without allowing a response from our Customer Care RepresentativePer the aforementioned conversation and the Terms of the 12-Month Contract which you signed on July *, 2014, we have cancelled your accountAdditionally, due to your experience with Signpost, instead of charging the full 50% of the remaining contract value as a cancellation fee, we honored a much lower amount, as stated in the email you referencedWe would still like to offer you a free upgrade and trial on our new product, should you want to take the time to listen about how it might be a better fit for your businessPlease feel free to give us a call to discuss this issue furtherThank you, again, for your important feedback.Best, [redacted]

Hi ***, Thank you for addressing your concerns regarding Signpost and your account with usWe are dedicated to providing quality customer service and value for all of our customers and we appreciate the feedbackUpon a review of your correspondences between Signpost, we are unable to offer you a refund at this timeWe apologize for any inconvenience When you signed up with Signpost in May 2014, you agreed to a Month Contract in which you would pay monthly installmentsIn the case that you wanted to cancel early, there would be an early cancellation feeFurther in the terms of our Contract and on our website, the details of our Guarantee are written out explaining the services that we provideSignpost guarantees a minimum of “unique customer email addresses will save your offer each month, not including the first month as we focus on updating and syncing your information”I have reviewed your account and there were unique saves from until 92014, which comes out to saves a month, which is twice the number that we promised per the Contract While we are a different business that provides different services from what you were expecting, we want to make sure that we can provide you the fullest extent of what Signpost has to offerWe have called you and offered to upgrade you to our new product free of charge, but as you stated on the phone, that was something that you were not interested inPer the Terms of our Contract, Signpost still has not received the Early Cancellation Fee as agreed uponPlease call us today so that we can upgrade your account to our new product, free of charge as previously mentioned Best, [redacted]

Signpost has resolved this issue directly with the merchant

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: The confusion among parties was on signposts behalf Over a month period we received emails from [redacted] ***, [redacted] ***, [redacted] ***, [redacted] , [redacted] , [redacted] and [redacted] I spoke with [redacted] about getting a hold of someone about a refund and she mentioned our contract I still was never put in touch with anyone but scheduled for an appointment for the new platform After expressing that we do not wish to continue on 11/ [redacted] we received an email on 11/ [redacted] from [redacted] stating that we will be automatically billed in June for another year The communication is not the larger issue at hand, the main problem is that we were promised valid leads Instead we were given 40+ fake leads and no conversions to purchase I strongly believe a refund is merited Sincerely, [redacted]

Hi [redacted] ,Thank you for addressing your concerns regarding Signpost and your account with usWe are dedicated to providing quality customer service and value for all of our customers and we appreciate the feedbackI am very sorry about your experience with our Customer Care representativeIt is our goal to provide the best possible customer experience to our customersWe take your feedback very seriously and are striving to improve our merchants’ outlook on SignpostI have attached a copy of the Month Contract that you signed on December **, for your recordsHere, you can see where it explains Signpost’s Guarantee: “Signpost guarantees a minimum of new customer contacts will be collected each month, not including the first month as we focus on updating and syncing your information.” While we understand some of these contacts may be past/existing customers, we do our best to identify the new customers based on your activity history from the past daysSignpost relies on you as the business owner to inform us whether or not these customers are existing customers or new customers.To address your concerns further, we have reviewed the phone call with your sales representative and found that it was stated “we [Signpost] guarantee at least new customer contacts every month starting in that second month.” It was mentioned what our average rate is, and perhaps this is where the confusion originated fromRegardless, it was reiterated on that phone call and in the Month Contract that our Guarantee is new customer contacts each month starting in the 2nd month, which you stated you understoodAfter further review of the sales phone call, I have found that the sales representative continues to point out the importance of driving repeat business through the other features of our product which you agreed was very important to your businessThat being said, I would encourage you to log into your Merchant Center Dashboard to review the customer contacts that have been added to-dateIn this Dashboard, you can review the customers that have opted into receiving SMS text messages from your business as wellUnfortunately, I cannot waive your Month Contract’s early cancellation feeSignpost has already reduced your commitment from months down to monthsWe would love to continue to work with you to resolve your issues and point out the benefits from the services that you’ve received to-date and continue to work with your businessShould you have any questions or concerns, please do not hesitate to contact us at ###-###-####.Best, [redacted]

This issue has been resolved with the customer directly

Signpost is working with the merchant directly to resolve

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I received a response from [redacted] at Signpost via Revdex.com, but I’m not happy with her responseThe only way I want to settle this is by getting my refund of $ [redacted] 's message had some misinformation, as she said that on March [redacted] everything was resolved, but it was not resolvedI told the guy that I would try his suggestions after we hung upI tried them and his suggestions still did not work In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Signpost is working directly with this Customer to resolve the issues.

We informed the customer that since he filed a chargeback for $and told Signpost to keep $199, that we will refund $as he already has funds credited to his account from his chargeback for transaction dated I have also attached his month contract here.The customer filed a chargeback with their bank on January *, at which time, Signpost's account was debited $On January *, 2015, I left a voice message with the customer and followed up via email stating that we refunded $(Reference ID: [redacted] ) for one transactionMeanwhile, since he (the customer) filed a chargeback with their bank, he should already have those funds returned to him as they were no longer available to Signpost to refundOn January **, 2015, Signpost responded to the chargeback that we accept the chargebackOn January **, 2015, customer's bank responded that the cardholder will retain the funds already given by his bankSee attached documentation: "Thank you for your response, advising of your acceptance of this chargebackThe cardholder will retain the credit given by their bankNo further action/response required."Per customer's request, we have retained one month's payment of $

Dear [redacted] ***, I'm sorry to hear that you are still having issuesI had such a great conversation with you on November *, around 10am Central TimeYou and I were brainstorming on how our new product would work for your business and you were excited about it as were we at Signpost! We even offered you free months of service under this new platformYou agreed to pay a very reduced cancellation fee upfront (copy of emails included in this Revdex.com response)You asked for an email telling you what we need from you and that you are available in the mornings during certain times to get you set up with the new product Unfortunately, the very next day on November *, 2014, you emailed Signpost stating that you just wanted to cut your losses and did not want to be yelled atI was surprised at this email because just the previous day, you decided that you wanted to continue with SignpostThe only person that you had spoken to in our company was myself, and there certainly was no "yelling"I called you to try to resolve this issue with you and see why you changed your mind so soonThis was the last time that I called you (November *, in the morning) and I left you a voice messageI then followed up with an email later that morning offering to reduce the cancellation fee again and how I could apply that to service moving forward should you choose to change your mind in the future (in which we still hope you will) On Friday night (November 7, 2014), you emailed Signpost asking for an address on where you can send the money to and for Signpost not to bother youI have responded to that email and have not called you per your request (email also attached hereto) Again, I understand that you would like to just be done with this issue, and if at this point, you do not want to continue with our new product, that is perfectly okayAs you can see from my emails that we have not pursued that issue further since your initial request on November 7, As always, if you would like to resolve this directly, you have my direct phone numberPlease let me know how I can be of any assistance

RevDex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] The response from Signposts is an extremely selective review of the situation. I will fully review my notes and respond comprehensively. Thanks [redacted] In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted]