Complaints

This profile includes complaints for UpSwell's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  UpSwell

  1850 Parkway Pl SE Ste 1000 Marietta, GA 30067-8252

  
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  UpSwell

  1850 Parkway Pl SE Ste 1000 Marietta, GA 30067-8252

  

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:05/13/2023

  Type:Sales and Advertising 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.

  False advertisement. Said will receive quality leads for my business. And received nothing but spam calls. Very much false advertisement.

  

  Business Response

  Date: 05/22/2023

  ************** made his first complaint to our organization on 5/17 at 10:15PM Eastern. 

  ***************************, CEO, responded at 10:33PM on 5/17 to express his concern and promised to investigate and respond within 48 hours.

  Upon completion of investigation, on May 19th, *************************** contacted ************** via phone (received voicemail - unbranded voicemail) and emailed him the conclusion of our investigation. Please note that no where in our marketing literature or in our activities does UpSwell promise lead generation. We promise fulfillment of lead generating tactics, but those tactics are often at the mercy of the client's behaviors. In this case, Mr. ****** decisions and actions had a significant impact on the success or failure of his campaign. In the communication to discuss the findings of our investigation, *************************** offered ************** a 50% discount on an additional campaign and recommended necessary changes to improve chances for success. ************** declined this offer. UpSwell extended the offer for 90-days from this communication incase ************** changes his mind. Below is the summary of the communication sent to **************: 

  1) During a call on April 4th our Sales representative cautioned ************** that quantities under ***** tend to underperform and that standard response rate for direct mail campaigns is .5 - 1%. On an order of **** cards, a response of 5 - 10 calls would be normal. ************** was provided with a call=tracking report that showed over 12 calls made to his number of which the vast majority went to his voicemail. 
  2) During another call, our sales representative cautioned ************** about his offers. Each offer was not ideal for a customer acquisition campaign.  For example, A referral offer for is good for a CRM mailing but is irrelevant when the people you are mailing do not know who you are. The Sales person provided examples of best practices like "10% off your first clean" to stimulate trial and ************** was uninterested in this guidance. 
  3) On April 7th, ************** requested that we remove the *** of his business from the postcard despite our recommendation that *** provides customers with a sense that the business is legitimate and professional.
  4) Finally, all calls from the mailer went to Mr. *************** recording, which did not state the business name (and is the standard cell-company message that is common on personal lines), therefore it likely led any legitimate inquires to believe that they likely had a wrong number causing them to simply hang up.
  

  Finally it is important to note that if ************** listened to our recommendations he would have likely secured at least one opportunity. At a cost $700, that one opportunity would have likely paid for the entire mailing.