|
Business's response - on 12/7/2011
|
|
We run a legitimate business and our sales process is 100% legal. Below, we would like to share details from our response to the complaint Feyi E. filed with the BBB:
During the initial sales call, made on 9/2/11, Feyi E. claimed that she was authorized to make billing decisions on behalf of the business and approved the 30-day trial period, upon which she affirmed that she understood that automatic billing would begin after the trial period. In order for a sales call to pass our QA department, customers must clearly state that they understand these terms.
We then spoke with Ms. Emembolu again on 9/8/11. Ms. Emembolu was reminded of our service and provided instructions on accessing the client database to review and edit her business listings. Furthermore, there was reconfirmation of important information such as the trial ending period and invoicing through the business telephone bill.
In addition, our Welcome Packet, a mid-month progress report, and a pre-notification letter were sent during the trial period. Our toll-free number is listed in all communications.
Ms. Emembolu called our Customer Service Department to cancel the account on 11/15/11; after the account was billed twice. Our service was provided the entire time the account was billed. We incurred real costs in providing service to the business, which included launching an online marketing campaign that propels our client’s internet listings to the first page of organic search results on over 125 search engines, including search giants Google, Yahoo, and Bing.
We are disappointed to learn that Ms. Emembolu did not recall our service and terms despite our multiple follow-up communications. However, we entered into a valid agreement and provided a legitimate service. We maintain our position that our protocols were followed to the letter in this instance.
|