Approximately 1 year ago I paid for two websites to be professionally designed and hosted with a company by the name of Alternate Image.
After several discussions and email communications with Michelle Herrin, VP of Business Development regarding what I would require to have on my site, she assured me that her company could do what I asked, was the best and she was excited to move forward.
Michelle Herrin, VP of Business Development (Mom of the company President) indicated to me that her designers were so busy that it would be at least two months before my first site would even begin to be designed. Michelle also required full payment for both sites just to get the design time scheduled. I paid for both websites in full and waited.
After approximately 2 months I received a template of a website in which I would be able to start inputting my relevant data. Upon receipt of the first website I noticed that many of the features and design elements on the site was not acceptable and I asked for the site to be made right. I was assured that what I was looking at was only to give me an idea of the overall look of the site and the designers were still working on getting all the features and design elements to spec.
So I began inputting my data. Curiously enough the data I had to enter in the system could not be entered in and reported out the way that we had originally discussed. I was then steered to one of their admin assistants, LaToya, who was kind enough to try and see if she would be able to help resolve the situation, but she could not. I then indicated to her that there was a big problem with the site and I would like to get it resolved asap... Don't forget I bought two sites and the second was due to be designed and ready to for data input as well.
I did not hear back from Michelle Herrin, VP of Business Development. And ultimately my window of opportunity to set up the websites had past and I had to move on to other opportunities I had committed too. So many weeks past, no word from Alternate Image. After several weeks, maybe a few months, I contacted Alternate Image and asked for Michelle, she was not there, so I spoke with LaToya. I told her that I was not satisfied and that I would like to receive a refund. LaToya indicated someone would get back to me. No one did. I tried contacting Alternate Image via email and phone
but received no response, I had just about written this off... Until one day I received some sort of batch general email from Michelle Herrin at Alternate Image. So I immediately shot back an email and received a response, I knew she was in the office at that time.
My email was something to the effect I was unhappy with the site. I would have posted it but I can not find it.
Dear Jeff,
I hate to tell you this but I didn't get any email from you about not liking the site! I just checked through all my junk folders and still do not see it.
Please resend - I will watch for it. I would never ignore you.
Michelle
I responded -
Hi Michele,
This the first opportunity I have had to work in the office in weeks.
Here is my situation.
The Playa Blanca website does not include a majority of the features we discussed, way back when.
When you showed me the Playa Blanca site and I said I was happy with it, I was under the impression that you were showing me the design of the site and that you would be adding all the features and customizing my site according to our discussions.
I go to my admin section and look at all the other great websites you guys are making and I feel a little left out. My site does not compare to the other great work you are doing. I see other hotels with the exact website that I requested. Why can't I have a site like the rest of your clients?
Honestly I have not looked at the Playa Blanca site in weeks because I am so busy.
If I recall correctly, you have a customer Castaway resort. That site has everything I need. And it is formatted in a more appropriate manner. I also look at all your other sites and feel as though more time and effort was put into them vs. Mine correct or not, that is the impression that I have. I am confused as to why my site came up so short. We both have the notes from our meeting (remember that meeting you had to cut short because you were accepting another award) that indicate what I desired on my site.
What needs to be done to get some changes expedited? Honestly, you could scrap the whole thing and start all over for all I care. I just need to get two websites up and running in a very short time.
Please go back and review your notes regarding our first discussions and then let me know what needs to be done.
Do I have to just come down there and sit with you all so we all can work together to hammer this out quickly?
Please let me know asap.
I also added a follow up email -
Or you can refund my monies in full and I will find another way to get done what I need to get done. Please let me know how you would like to handle this.
Thank you,
Michelle Replied -
Jeff,
I have just gotten back in the office. Let's get on the same page in the morning.
Michelle
Michelle Replied - (In larger text to drive her point home)
Dear Jeff,
I would be glad to re-address your issues in order to proceed with development but we do not give refunds. The time and manpower that we put into that site was a loss as it was.
Michelle Herrin
I replied -
Please review all our email communications from Day 1 and you will see the site you initially provided me with did not include most of the functions that we discussed. You should also see the emails I sent requesting for those functions to be inputted and I am confident you will also see all the communications while I was attempting to input information requesting help from you.
I feel as though you all just lost interest in me.
Any help is appreciated.
Michelle Replied -
Let me review the paperwork. Can we talk again the first of the week?
I never lost interest. My feeling was that you had lost interest in proceeding. You would be unavailable for long periods of time. I know you are hard to catch (as I am). Let me look at the old files. Do you think we can salvage this relationship?
Michelle
I replied -
Yes, I do think we can salvage this relationship.
I am under similar time restraints. Once the fishing starts I can not spend time in the office, around May.
I would love to make this all work.
Thanks for consideration.
Jeff
Michelle's Last Communication -
Good. I am actually excited.:)
Michelle
That was the last I heard from Alternate Image and Michelle Herrin. I do not know what to do next. The amount of money involved and the distant location from the offending company makes chasing down Alternate Image with a lawyer or lawsuit a fruitless effort.
All I want is to get a refund from a company who did not do the work they said they would do. And do not forget, Above, I am only speaking of one website... I bought two. They did not even start designing my other site, even though it was paid for 100%.
I would have thought they would have at least refunded the monies for the work they did not even do.
I hope that someone at Alternate Image sees this report and responds to me with a proposal on how we can resolve this matter quickly and simply.
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