Complaints

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• Initial Complaint

  Date:10/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with ************************** to provide lead generation services for my two businesses, Checkmate Roofing and **********************. During the sales process, I spoke with ******* *****, who represented **************************. He outlined numerous features and benefits of their service, including the ability to adjust lead prices, integrate with my CRM, and pause leads as needed. None of those features exist, and was a main reason i signed up. After signing up, I was required to complete two onboarding forms, one for each LLC. After submitting the onboarding documents a month goes by and then I am charged. No one notified us that the account went active. I was under the impression the account was still being set up. However, after a month of service, I was charged $1,800 without any prior notification. I was unaware that my accounts had been activated and was not receiving any leads.Further investigation revealed that ************************** had entered my personal phone number instead of the business number for lead generation. So my company was never getting leads. This, combined with my spam filter, resulted in no leads being received. Additionally, the platform itself did not provide any notifications or visibility into incoming leads.When I contacted ************************** to address these issues, I was told that it was my fault and that I would not be eligible for a refund. This is despite the fact that **************************'s errors and poor onboarding process directly impacted my ability to receive leads and generate ********** businesses were projected to generate $120,000 in leads annually with **************************, but they are more worried about this $1900. I have requested a refund and offered to restart the service next month with proper setup, but ************************** has refused.I am canceling both my accounts with ************************** and will not be using their services again unless I receive a full refund and they acknowledge their wrongdoing.

  Business Response

  Date: 11/18/2024

  H There,
  
  Thank you for the opportunity to address Mr. ******* complaint regarding Checkmate Roofing and Digital Vista Ventures' accounts with **************************. Below is our detailed response with supporting documentation:
  
  1.) Contract Terms and Timeline:
  - Agreement signed by Mr. ***** on 8/30/2024
  - Onboarding form submitted by Mr. ***** on 9/4/2024
  - First lead delivered 9/16/2024
  - Billing occurred 9/30/2024
  
  2. Regarding Sales Representations:Mr. ***** alleges certain features were promised during the sales process. The signed contract represents our complete agreement and clearly outlines all included services. While we continuously develop our platform, the contract does not include adjustable lead pricing, CRM integration, or lead pausing capabilities.
  
  3. Regarding Lead Delivery and Contact Information:Mr. ******* onboarding form submission from 9/4/2024 shows:
  - Phone number provided: **********
  - Email: *****************************************
  - Website: ************************
  
  We delivered leads using exactly these provided contact details. Between 9/16-9/25, we delivered:
  - 3 qualified leads (9/16, 9/23, 9/25) at $492 each
  - 3 unqualified leads (9/16, 9/23, 9/24) at $123 each Total: $1,845
  
  4.  Regarding Communication:Our records show consistent communication attempts:
  -- 9/10: Initial outreach from Customer Success Manager
  -- 9/23: Follow-up communication
  -- 9/28: Business description processing
  -- 9/30: Response to billing inquiry
  -- 10/1-10/3: Multiple attempts to resolve concerns
  
  5. Regarding Billing:The charges reflect actual lead delivery at contracted rates. Per Section 3.6 of the contract: "If SP does not deliver any amount of referrals within 90 days of the execution of this contract, SP will refund 50% of the initial deposit made." As documented above, leads were delivered within the first month of service.
  
  6. Regarding Mr. ******* Specific Concerns:
  - Account Activation: Service began following form submission, with first lead delivery on 9/16
  - Phone Number Setup: We used the exact number provided on the onboarding form
  - Lead Notifications: All leads were tracked in our system and delivered to the provided contact information
  
  7. Current Status and Resolution Offer:Despite fulfilling our contractual obligations, we remain committed to client success. We propose:
  - Providing complete lead delivery documentation
  - Updating contact information if desired
  - Conducting a comprehensive account review
  - Offering additional platform training
  - Reviewing lead qualification criteria
  
  All our actions have been in accordance with the signed agreement dated 8/30/2024. We maintain detailed records of all communications and lead delivery. The charges reflect actual services delivered according to contracted terms.
  
  We respectfully maintain our position that services were delivered as contracted, using the contact information provided by Mr. ****** and billed according to our agreed-upon terms. However, we remain willing to work with Mr. ***** to ensure future success with our platform.
  
  Please let me know if additional documentation is required. 
  
  Thanks,
  *****
  Manager, Customer Success