Synergy Communications

Thank you for bringing this issue to our attentionWe have researched the complaint regarding the clients iMatrix website and have resolved the issue to the clients requested settlementUpon review the client contacted our company requesting to cancelThe cancellation request was not submitted correctly which created a delayOn 8/we issued a credit of $198, which was for all invoices billed issued since 7/1, and closed the account as the client had requestedWe have contacted the client to ensure she is aware of the credit and resolutioniMatrix is committed to providing a positive experience for our clients and will seek to improve training to mitigate these issues in the futureThank you for the opportunity to address this issue.iMatrix

Dear to whom it may concern, Mr [redacted] began a relationship with our company August of He started with our basic level of service and decided to upgrade to our media package ten months later While with us he received a documercial recorded at his office, weekly social posting, directory submissions, website creation and unlimited support All of this was done to help him create a strong presence in his industryIn August of 2015, the client decided to downgrade services back to our starter packageThis service tier provided search engine benefits but not to the extent of where he was at before On Sept12, 2016, the client decided to cancel services based on not seeing an increase in his search engine resultsThe account was cancelled per the client’s request but as our signed contract included a rolling agreement he was responsible for those chargesThe early termination fee was based on eleven months of service at a cost of $a monthThis total came to $that was paid in fullAs we understand that the client did not recall the agreement terms we are happy to settle with a one month charge of $and refunding the other ten months for a total amount of $We hope Mr [redacted] finds this resolution acceptable and we wish him nothing but success in the futureSincerely, [redacted] Senior Client Relations Manager [redacted]

We’ve contacted the client via email on 5/8/with our responseWe have issued a credit of $1,as of 5/8/for the initial $charged to Dr [redacted] for April’s payment minus $for the Starter service + $PPC ad spend credit and $social creditPlease see the attached email as written proof of contact

A physical check will be mailed to the address on file within business days

To whom it may concern, Mr [redacted] began services with us in May Since the website has gone live, services have been rendered and the client has been in communication with usWe consider active utilization of services, especially over the course of several years, to be acceptance of the legitimacy of the agreement including the authority of the person who signed the contractIf the signing party did not have authority to execute the agreement (and provide a payment method), than this issue that should have been raised years agoMr [redacted] can end the contract and discontinue services in May per the agreed upon termsWe wish Mr [redacted] the best of luck in his future endeavorsSincerely, [redacted] Senior Manager, Client Relations

The client has been refunded in fullWe've tried to contact her multiple times over the last week via phone to convey this message but have been unable to connect with herI hope this satisfies her complaint to the fullestSorry for the inconvenience and best of luck

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Thank you for refunding my $ I think there was a misunderstanding however I do not need to know the Terms of Service I need a copy of my signed Service Agreement We received two emails about the domain transfer with conflicting instructions, but I think we have that figured out now also Regards, [redacted]

Dear to whom it may concern, At this point the client has confirmed the appropriate credit has now posted through their financial institutionWe consider this matter resolved and wish the client nothing but the best in the future- [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

The amount of $will be refunded by the billing departmentThe Terms of Service have been shared via email and a separate email has been sent regarding the domain transferWe hope this fully satisfies the need

You signed up for a website in advance of your store opening and actively worked with us on building the site and delivering servicesEven when your store opening was delayed, we continued to offer services, including alternative services considering the situationWe further gave you a marketing plan of the items needed upon opening for the websiteWe never received a written cancellation notice in December as you claimedIn fact, your account manager was actively working on your website including holding one-on-one status calls with you up through the end of February, at which time you verbally mentioned you wanted to downgradeAfter this, multiple attempts were made to formally downgrade or cancel your account but our calls and emails went unansweredUltimately we had to suspend your website due to lack of paymentThe funds we are looking to collect are past due invoice amounts

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I
have resolved the problem with the companyThey stated they have refunded the requested money
Regards,
*** ***

First off, we apologize regarding how difficult your experience was reaching the right people here to address your needs and concernsWe definitely could have done a better job when upgrading and downgrading your account between the various service levelsWe will be working with the team to
streamline that process that will ensure smooth transactions and hand offs between teams going forward.It looks a mistake with the bank account info held up this refundWhile on our side it looked like the refund had been issued, due to an error in the account number, the funds were not actually reaching your bankThis has been corrected and we are waiting on confirmation that the funds have been delivered as expectedThe VP of client experience has been in direct contact with *** *** at *** and they have engaged in an active dialogue to remedy the situationAt this time, we believe the refund has been taken care of; if this is not the case, we will continue to work with them to make sure the refund is received

Dear to whom it may concern, Mr*** began a relationship with our company August of 2014. He started with our basic level of service and decided to upgrade to our media package ten months later While with us he received a documercial recorded at his office, weekly social posting,
directory submissions, website creation and unlimited support. All of this was done to help him create a strong presence in his industryIn August of 2015, the client decided to downgrade services back to our starter packageThis service tier provided search engine benefits but not to the extent of where he was at before On Sept12, 2016, the client decided to cancel services based on not seeing an increase in his search engine resultsThe account was cancelled per the client’s request but as our signed contract included a rolling agreement he was responsible for those chargesThe early termination fee was based on eleven months of service at a cost of $a monthThis total came to $that was paid in fullAs we understand that the client did not recall the agreement terms we are happy to settle with a one month charge of $and refunding the other ten months for a total amount of $We hope Mr*** finds this resolution acceptable and we wish him nothing but success in the futureSincerely, *** *** Senior Client Relations Manager ***

The requested Service Agreement has been sent before via email and it was momentarily resent via email againIf you need further help in locating the needed document, please respond to that email so we can help

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Dear *** ***, The website, ***, is set to be canceled and you will be receiving a full refundWe apologize for the disconnect that occurred regarding your requests to cancel and hope you have the best of luck with your online marketing endeavorsThank you

Thank you for bringing this issue to our attentionWe have researched the complaint regarding the clients iMatrix website and have resolved the issue to the clients requested settlementUpon review the client contacted our company requesting to cancelThe cancellation request was not submitted correctly which created a delayOn 8/we issued a credit of $198, which was for all invoices billed issued since 7/1, and closed the account as the client had requestedWe have contacted the client to ensure she is aware of the credit and resolutioniMatrix is committed to providing a positive experience for our clients and will seek to improve training to mitigate these issues in the future. Thank you for the opportunity to address this issue.iMatrix

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The company has refunded my check amount of $and the amount charged to my credit card on 3/37/and I appreciate these initial steps However, I am not fully satisfied.Since the company promised a website that would be "up and running" by 3/20/and this did not happen, I would also like to be refunded for the $that was charged to my credit card 2/25/ I am also waiting for iMatrix to transfer my domain name back to me This was promised to me by *** *** and Vincent of the onboarding team 4/17/ I am also waiting to have a copy of my service agreement emailed to me as was promised twice by *** *** on 4/17/
Thank you for your help in this matter
[Provide details of why you are not satisfied with this resolutionPlease respond in this space ONLY]
Regards,
*** ***

Dear Dr***, We are sorry to hear you experienced dissatisfaction with your website and for the confusion with automatic billingYou will be refunded your check amount of $that was an over-payment as well as the $charge for your second month of serviceOur account specialist will be
reaching out to you to confirm details and process your cancellationThank you and best of luck in the future,VetMatrix