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:03/15/2024

  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.

  We purchased their product which is a reviews based campaign. Their sales video was great but not what the company represents. When we asked for a copy of the video to see what we purchased, it was unavailable after we signed the agreement.There was no training and their follow up is horrible. We paid for 12 months with 2 separate businesses for over $25,000 and they would not refund anything for lack of service, support or training. We were not looking for a 100% refund but a percentage of the 12 months.They refused to show us the sales video and not willing to do anything for their lack of service. Total waste of over $25,000

  Business Response

  Date: 03/22/2024

  ****, 

  
  We are sorry to hear that you left our conversation feeling this way. After referring back to our documented outreach attempts, along with our numerous conversations, we can see that when you first signed up with Realwork Labs (December 2022), we onboarded and trained the you personally - this onboarding call included in-depth training on the platform. Two months later, we held another training call for the technicians who would be using the platform in the field. Following the onboarding and tech-training calls, we then followed up with numerous outreach attempts to review progress and offer additional training calls, as the only way to see success from our platform is by using it. During the year that you have been with us, we made no less than 12 outreach attempts and, unfortunately, the majority of these calls were disregarded.

  When your agency rep was brought on, we then started having reporting calls with him  and reiterated multiple times that the key to success is product-usage. We had multiple conversations over the next 6-7 months in an effort to drive more usage out of our platform. Unfortunately, despite many calls, neither you nor your agency rep engaged with our platform. We are confident in our product and we have many happy customers who have seen great success, but that is because they are actively engaging with our platform. After providing a third round of training, this time with an office admin, we were finally seeing some progress with product-engagement. It is regrettable that you have not seen the value in our product that you had expected, however as we have articulated with each conversation, you will have to USE the platform to see its value. 

  Because we are confident in our product, and because after our third training call we started seeing an increase in usage, as a courtesy, we offered free time for both of your accounts to make up for the year that you'd already paid for, without using the product. We did this in the hopes of you turning things around and getting the *** you had initially paid for. As we have shared with you and your agency rep many times, "this only works if you use it" so to suggest that you 'got nothing from the service' is, unfortunately, directly tied to the time you spent using the product.
  
  It is unfortunate that after multiple training calls with multiple different platform users, and after offering free-time (as a courtesy because we wanted you to see the value in our product), this is the review you felt compelled to leave.

• Initial Complaint

  Date:03/07/2023

  Type:Order 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.

  Salesperson led us to believe we were on a month to month contract. When we tried to quit, they informed us it was a 12 month contract and pointed to a link on the contract to the terms and conditions. Our analytics are worse now than when we did nothing at all

  Business Response

  Date: 06/12/2023

  We're sorry to hear about the confusion of what you believe you were told and the contract that was signed by the business owner.  Our services are sold on multi-month or year long contracts.  We provide all of our customers with a signed copy of their contract at the time of sale and a copy if requested, if they wish to cancel.  As a courtesy and to end on good terms, your account was cancelled on April 3, 2023 and a discount was offered for your last month of service with ** - six months into your 1 year agreement. 

  Customer Answer

  Date: 06/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is about as satisfactory as I can expect at this time. 
  
  Regards,
  
  *******************