Complaints

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• Initial Complaint

  Date:05/13/2024

  Type:Service or Repair 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 started working with Cloudpermit for permitting software. I spent many hours on trainings, zooms, and phone calls. I specifically were looking for a program that would accommodate multiple users with the option to limit access to certain employees as we have sensitive information that not everyone should have access to. We are a municipality and our information should not be shared. For months, i was told we could have that option. Once the contract was signed and a month had gone by, we were informed that what we needed is in fact, not what they can offer. I waited an entire month for a "resolution" and was forced into renewing our current program because the uncertainly of what was going on with Cloudpermit. They refuse to cancel our contract and are forcing us to continue to have two programs and pay $10,000 PLUS to both companies.

  Business Response

  Date: 06/01/2024

  It's unfortunate that that Polk Township wants to cancel their contract with Cloudpermit. We wish they had properly communicated with us before taking this step. 
  
  They signed their contract on September 27, 2023, to work with us.  Our emails went to their spam folder and the city had conflicting schedules, so the kickoff meeting took place on November 29, 2023. We also tried to reach them by phone over this timeframe. 
  
  On January 3, 2024, the city raised an issue with the product.We brought this issue to the attention of the product team to resolve. This issue was not brought up prior to this date and it was not part of the original demonstration of the product and its functionalities.
  
  On January 23, 2024, we received an email from the city to cancel their contract with us. They said it was because of the issue they brought up three weeks before. 
  
  Our team worked on resolving the issue since it was brought to our attention, and a solution was tested and released on February 2, 2024. It took us less than a month to resolve the issue. 
  
  We told the city that the issue had been resolved on February 2,2024. They have a working system and we worked quickly to resolve their issue.They did not communicate their intention to cancel their contract with us before they let us know they were canceling their contract. 
  
  We took sufficient steps to set up the kickoff and worked quickly to resolve their issue. They have since renewed a contract with their previous software provider and are locked into two contracts.

  Customer Answer

  Date: 06/04/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  Complaint: 21271791
  
  I am rejecting this response because:

  Prior to October 4, the salesman, ***************************** was the main point of contact. Myself and ***********************, ****** officer, spent hours and many days from late August to September discussing the program. They recorded our zooms- I know because they said it. I was told the videos would be shared so we can update our supervisors on the system. They were never shared. **** was specifically asked MULTIPLE times if the program offers the option to limit access to modulars.We were assured yes as that was a MAJOR selling point for us to go with CloudPermit.We met with 4 other companies and they did not offer that.
  We need to limit access to employees and third-party inspectors.This is a security issue with personal information. This was #1 on our list. We would not have spent MONTHS with this company if we knew it wasnt an option.

  October 4 2023- I received an email with a list things needed to get the program personalized to us, including permit applications. I actually spoke to ********************* and he said he got all our applications off our website and didnt need anything from us. I will be happy to request our phone records.

  November 29, 2024- Confirmed kick off zoom meeting- with thanksgiving holiday, we had to hold off two weeks. Emails Attached. 

  December- Cloudpermit was not ready with release, meeting was scheduled for January 3 at 830am. Emails attached. 

  January- January 3- was told it is impossible to limit access. ********************* worked on getting an answer regarding this.  *** sent an email (1/10, 1/17, 1/23) to keep me in the loop but did not have an answer. This would 20 days of NOT know what we are doing. On January 23, I emailed *** having to cancel our contract because we did not have a complete program needed to run our office.The modulars work hand in hand in our office. January 23- I sent ****** an email regarding the situation and needing to cancel.

  February- February 2- I received an email 10 days after my request for cancellation. So actually, it was exactly 30 days to receive a solutionin which we were in danger of losing ALL of our information from our previous program.It was explained in multiple emails that we were going to be canceled from our one service to the new service. 30 days is 30 days. A month!!!! I provided emails to prove my timeline.
  There has been no evidence of us ignoring or not returning phone calls as the company claims.

  Per the contract-
  14.2 Either Party may terminate this Agreement by giving written notice to the other Party
  upon the occurrence of any of the following: (a) the other Party defaults with respect
  to a material obligation under this Agreement and does not remedy that default within ten (10) Business Days after receiving written notice of the default; 

  Per the statement above, the company is in default of providing a remedy within 10 business days. From January 3, 2024 when we found the discrepancy with ****************** to February 5 when ****** gave a suggested remedy is actually 22 business days. Either way you look at it, the company did not follow the contract. 

  I actually requested a cancellation on January 23, January 24, and which was requested again, on February 7. See emails.

  Section 15 in the contract: 

  15. FORCE MAJEURE

   15.1 Neither Party will be liable for failure to fulfill, or for delay in fulfilling, its obligations required hereunder due to a Force Majeure Event.

  15.2 The Party whose performance under this Agreement is prevented or delayed by a Force
  Majeure Event will advise the other Party by notice in writing of the occurrence of the
  Force Majeure Event as soon as possible and shall do all things reasonably possible to
  mitigate any loss being caused to the other Party by reason of the Force Majeure Event,
  and will notify the other Party of the termination of the Force Majeure Event.

  I believe Polk Township should be relieved of their contractual obligations because it was out of our control that Cloudpermit took 30 days for a remedy. We would have been up and running if the company followed through on the promise of their salesman. Cloudpermit was fully aware that our contract with our current software was terminating in March with a renewal in February. With the uncertainly of waiting 30 days for any remedy, it is safe to say any one or any business would be nervous and worried how the process will proceed.  Not to mention, the 30 days of waiting for a remedy PUSHED back the timeline by 30 days.

  To conclude, I would like to know why I have not heard from the company since February 9, 2024 when I sent an email to ************************ (please see email attachments). I consider the case closed when I did not receive a response from any one from Cloudpermit in 115 days which is to today's date. 

  Regards,
  
  *****************************