Our dealings with Reach Local have been extremely frustrating and unproductive. The way our account was handled, the lack of communication and the misrepresentation of the companys services and skills is unacceptable.
There were numerous times that we left messages on our account reps cell phone and did not receive a response in a timely manner and sometimes not at all. We also tried reaching other customer service people at this company with no success. We left messages and did not ever get called back. As stated in a previous rip off report, there were issues with the customer service and billing department departments. It was very tedious trying to get the billing department to answer, it should not take 15 minutes to get through to them. After getting no response from our local rep, I called the national office and flat out asked if there was a complaint/customer service department. Although the person aswering the phone was extremely polite and professional, I was told there was no one in their national office that handled complaints and she referred me to the local office. I then asked who my rep's manager was, she gladly gave me his name and extention. Which came in very handy for addressing the registered "stop your services" letter.
In the initial sales pitch, this is what the sales representative claimed Reach Local could do:
1.increased leads (our phones would ring more) DID NOT HAPPEN
2. Lower cost per lead COST TRIPLED
3. The Reach Local proprietary software provided better targeting and optimization of key word searches WE HAD TO TELL YOUR OUT OF STATE OPTIMIZATION REP WHAT KEY WORDS TO USE
4. Ability to target specific types of customers DID NOT HAPPEN
5. Target nearby cities to increase call volume ONLY ONE CITY WAS TARGETED
6. Great customer service and an individualized solution specific to our business CALLS NOT RETURNED IN A TIMELY MANNER (BY NEXT BUSINESS DAY) OR NOT AT ALL. No response to messages regarding poor service left with the local office in plano, texas. CALLS TO NATIONAL HEADQUARTERS WERE REFERRED BACK TO THE LOCAL OFFICE OFFERING NO RESOLUTION.
Additionally, the sales rep was rude to my office manager and on one occasion did not show up for a scheduled meeting. We stand behind the services we provide our customers. No company is perfect and mistakes do happen, but when they do happen we do all in our power to make it right for the customer. I expect the same from someone working for us.
Reach Local targets small local business. SEM (Search Engine Marketing) has become an integral part of our ability to reach the right customers. It is imperative that this type of advertising is done correctly and in a timely manner. We can't afford for our phones not to ring for weeks at a time due to a stupid error setting up our campaigns. We can't wait several days while some tech person who's servicing a 1,000 other accounts fixes ours. The concept was good, but execution was abysmal.
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