It all started back on January 17 when I inquired about the mobile app they offered for a monthly fee of $9.95 per month or you could pay a one-time fee of only $79.95 for life. What a deal I was thinking, even at the monthly rate, this is a cool deal and a must have in today's mobile market.
I found out that this application had been combined with an upgrade package, and they told me the reason why was because they didn't want to nickel and dime people. This upgrade package was called the Silver Package. It included the mobile application and an amazing IDX solution that I spent approximately an hour going back and forth over it.
My intention was not to spend more money, but after their powerful influence I accepted the upgrade. They said I would get the mobile application right away and it would take about 5-7 days to complete the IDX.
I was excited about the IDX more so than the mobile application because I was told how it would increase our lead capture rate from a current 2% to I believe it was 7-15%. Also, we are losing leads due to not having it. It also would eliminate a step we do of manually inputting them in the MLS system, this would automatically set them up. Wow, time saver.
I must add that about a year ago or more they raised their monthly fee from $49 to $59, and at that time I was going to cancel. They did a good job of keeping, giving me a free month credit and introducing me to their new training series to help us be more effective with Social Media and the use of other medians.
Through this new training we got a certification called the ZPRO, which was cool, and it came with site upgrades. To this day the site upgrades are not completed, and during the time I was inquiring about the mobile application, I was trying to get the upgrades completed.
All that said, here is what happened since. The upgrade has not been fully completed, we are now well over 30 days since this was paid for and agreed upon. Oh, and the upgrade fee was $199 one-time and $30 more per month.
During the first 10 days I had great communication, emailing back and forth. But then, it all stopped. Communication on my previous upgrades ceased, and then on my Silver Package upgrade, ceased.
So, I called asking for a manager to have my account credited back the $229, discuss my other upgrades not being finished, and how communication has ceased. They put me on hold, and came back on stating that no manager was available at this time, but one of our managers will call you back shortly.
We then played phone tag for a few days, and finally we spoke. It was heated at times, and the manager would not agree with refunded my money, saying that the mobile application is active, and the IDX has been ordered, so there is nothing we can do. I was very clear that I wanted to cancel it. He continued to say he can't give a full credit, but then I said he would give me a one month credit and he said give us one more chance to make it right.
To end the conversation, he said he would send me an email confirming the credit and he was including some other useful information for me.
Well, guess what? No email came. I waited over the weekend, then called back and left a message. No return call from the manager. I then called back and spoke with customer service, saying I needed to speak with a manager, preferably somebody else and somebody with more authority. Well, that didn't go far, the customer service rep said there was only two, one of which is the one I spoke with. I said okay, let me speak with the manager I have dealt with before. I was put on hold a few times, and then the customer service rep came back on to tell me the manager would call me back shortly.
Well guess what? No call has come in to date. My last call into them was 2/17, and prior to that 2/9, and prior to that 2/2. At this point I have come to the conclusion they don't care about me or my company and all the time and energy, let alone money that I have lost. My site is not where I want it to be, and the marketing I was doing with it has ceased due to all of this delay.
It is time for me to move on with another company, but I felt the need to express my frustrations and share how I was treated. If I didn't call my clients back they would lose thousands of dollars and I could cost them their dreams.
Frustrated Custome
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