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:08/01/2024

  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.

  This company especially ******* lies about everything. They tell you youll get a lead one to two a day where I get one a week and the quality of the leads are garbage. The data that they use is probably a year old. The call center is all out of *****. When they transfer over a phone call, I would ask the client if theyre interested in a reverse mortgage or cash out depending on what the transfer was and right away they would say no so these people are not reading the script on the phone and trying to transfer to make the sale. I asked for half of my money back because I only received half of my lead and they said no that Im in contract. Dont buy any leaves from this company you wont close them. I will get the same lead from another call-center the next day so theyre sharing data between companies out of *****. Again, beware of this company the leads are garbage and old and you wont close any. They said on average they close 10 to 15% of the Leads, which is not true at all

  Business Response

  Date: 08/09/2024

  It was evidenced through written emails that ******* along with several other customer service specialists illustrated positive and productive communication to help answer questions from **************** on all related correspondence. They further provided prompt and thorough responses to his requests, as documented in the emails and phone dialogue. They also shared in depth resources along w/ tools to help aid his progression and effectively work each lead to his best ability w/in the confines of his enrollment structure and what it allows. 
  
  We presented numerous efforts to work cohesively with **************** and communicated our readiness to assist him from the onset of his campaign. We notified **************** that should his enrollment structure change or face challenges in todays environment. Then we can extend our abilities to add additional filter overlay options to fine-tune and help optimize his achievement rates.
  
  With each lead replacement request, we maintain a very thorough review process where all matters are investigated and should we find evidence to support its validity, we will then add further disposition remarks in the client dashboard. Any such denials to **************** requests were previously documented and clearly outlined in his account where full disclosure was provided. 
  
  As a testament to this transparency, **************** was educated on how to use the dashboard before his campaign launched where he maintained full access to this reporting and documentation in the system. 
  
  Unfortunately we encountered numerous responses from **************** that held a harassing tone with continued abusive and threatening behavior towards several staff members. Call-agents that were active on **************** campaign were based in *************. However, **************** acted with prejudicial judgement towards select agents who held any slight neutral accent undertone. He was immediately notified that such discriminatory acts would not be tolerated on our platform and if he had any discrepancy toward a staff member, we would allocate another associate replacement accordingly. 
  
  Further incidents were detected where **************** gladly accepted a transfer, only to claim he received it from "another" provider after taking full application details from the consumer. To address this and prevent any future lead-match claims, we politely requested him to provide us a suppression file so we can properly filter all records that potentially exist in his database. However, **************** failed to respond to these numerous documented requests. 
  
  For full investigation into this claim, we cross-examined all leads **************** received to date to detect if any inquired with outside, competing or non-competing verticals. However, each record reported no other outside market inquiries and contained a unique result exclusively related to ****************' campaign alone.
  
  We have a clear, written policy for attempts to manipulate the replacement procedures for illicit gain which are in direct violation of our terms and conditions.
  
  Additionally, we're providing a copy of the missed call log report where it contained 14 instances where **************** failed to answer during his active hours of operation as evidenced below:
  
  MISSED_CALL_DATE          CAMPAIGN_REF     SYSTEM_ALERT_NOTICE
  07/31/2024 13:56                  052024LB177           No answer - Client notified via email and phone.
  07/29/2024 13:23                  052024LB177           No answer - Client notified via email and phone.
  07/26/2024 12:13                  052024LB177           No answer - Client notified via email and phone.
  07/25/2024 16:16                  052024LB177           No answer - Client notified via email and phone.
  7/24/2024 12:14                    052024LB177           No answer - Client notified via email and phone.
  7/16/2024 13:37                    052024LB177           No answer - Client notified via email and phone.
  7/10/2024 12:55                    052024LB177           No answer - Client notified via email and phone.
  6/25/2024 17:30                    052024LB177           No answer - Client notified via email and phone.
  6/21/2024 13:09                    052024LB177           No answer - Client notified via email and phone.
  6/21/2024 13:05                    052024LB177           No answer - Client notified via email and phone.
  6/21/2024 13:00                    052024LB177           No answer - Client notified via email and phone.
  6/14/2024 14:26                    052024LB177           No answer - Client notified via email and phone.
  6/7/2024 17:01                      052024LB177           No answer - Client notified via email and phone.
  6/7/2024 15:33                      052024LB177           No answer - Client notified via email and phone.
  
  It's important to note that only during the 4th of July week did **************** encounter any receptivity fluctuation where **************** proceeded to threaten us. In response, we simply asked him to have a general understanding with call center workflow variations that can occur during a holiday week. Particularly a national holiday in the Summer when many consumers are away and receptivity is lightest. As a result, directly after this national holiday week concluded all activities resumed to normal levels.
  
  From inception to campaign completion, we set our actions and dialogue to be productive and positive in order to work together on a long-term basis. Yet, we request this to be amicable without incorrect scrutiny or false accusations. 
  
  If for any reason should **************** feel his contracted lead type is not a good fit with his sales operation, then we can attempt to work amicably to transition any remaining balance to another available program such as call verified leads. This is a more economical lead type that would allow **************** to receive a greater volume of leads and thus may attain a greater success rate.