Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  My business paid Lobby Wizard for a service to text alert my self employed hairstylists that a client had arrived. After prepaying for a years worth of service in July 2023, we encountered numerous functionality problems. I was constantly reaching out to the owner via phone, text meassage or email for him to resolve tech issues with their program. After a multitude of outages, and countless no replies to inquiries about the outages, we could no longer rely on their service. I cancelled service and requested a refund for the time we did not use. The owner has not replied to any of our requests via phone voicemail, texts, or email. I feel it is only fair we are refunded the monies we pre-paid for. We paid for a service we could not utilize and was completely disfunctional.

  Business Response

  Date: 01/11/2024

  Lobbywizard has been in business for over 6 years and
  have a retention rate of customers and subscription of over 90% since
  inception.

  Our business is selling a visitor Management system
  ($499 + ~$24/month subscription) for businesses through our on-line store that
  includes a Tablet that connects to a typical office wifi network.
  
  Our customers are responsible for their own installation and will typically have
  an IT person that manages their business network and computers etc. install it.
  
  Since Tara’s business is local. I’ve driven and met in person with Tara and her
  partner twice before they bought the system and started their hair salon
  business.
  
  I usually never do this but I try to support local businesses in West Lake area
  to help as courtesy.

  The information Tara provided is not accurate.

  System was bought with subscription June 9^th 2022 (not 2023). We have a 30 day no questions asked return policy. This has since long time expired. No problems were encountered until ~Sept 28 2022 when GoDaddy who provides us with storage server for our system was hacked. We corrected this within approximately two weeks. We were in constant contact with Tara and her partner Denise during this time (6 sms messages sent and several emails).
  Because of the problem we offered her 2 month free subscription.

  In March of 2023 they had some additional problems with text’s alerts not working.

  I have personally visited the salon 3-4 times at no charge to try to accommodate and fix problem that seem to have to do with their WiFi being unstable or issues with their Internet service provider. We do not do onsite service calls but I wanted to service a local business as a courtesy. No other customer has had these kind of problems!
  
  They do not have the tablet installed in the recommended way on a wall using the included permanent wall-mount. It is loose flopping around their counter space in a makeshift wooden holder where tablet and power cables can easily be damaged and not work properly.

  I pointed out tablet is not properly installed, and they should have a professional IT person trouble shoot their wifi network. They never did.

  I have over 100 text messages recorded responding to Tara’s demanding and bullying messages. Claiming lack of response is totally incorrect.

  They canceled the annual Subscription contract in Nov 21^st. Tara informed me she would like a refund on Dec 15^th. I responded to her same day that we would refund the unused portion of subscription, even though it is a annual contract, I still agreed.
   Because of the holiday’s our offices was closed until Jan 9^th A refund for 5 months of unused subscription was processed on Jan 10^th for $277.54 to credit card on file.

  I sent another text message informing her the refund was process on Jan 10^th.

   

  We have gone the extra mile and provided on-site service even if no on-site service agreement exists. T*** has taken advantage of our curtesy help and demands immediate on site help.
  To run their business, they should hire a IT professional to manage their network and a professional installation of the Lobbywizard system.
  It is disappointing to see she filed BBB claim as soon as she received a refund. Claiming lack of communication is a far stretch from the truth.

  The refund is prorated based on a monthly subscription since the annual subscription was canceled.

  Customer Answer

  Date: 01/12/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21126432, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  T*** *******