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Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||7|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
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Type of Entity
Business ManagementMr. Jonathan Kelly, CEO Ms. Donna Houchin, Operations Manager
Internet Marketing Services
Alternate Business NamesHometown Quotes This or That Media, Inc.
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
10940 S Parker Rd Ste 407
Parker, CO 80134 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
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|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Complaint: This business has harassed me for about 10 years by distributing my phone number and email address to countles sources who call at any time of the day and send spam advertisement to my email with a fake name of ****, who does not exist. It took me a long time to track down the source - no one is available when I called them. It cost me a lot of time to find the culprit who would not remove my information from their list despite multiple requests.
Desired Settlement: remove my phone number with associated email address from the list they sell and publicize. Remove their BBB accreditation and spay and neuter them to prevent them from multiplying so that a lot of people may live in peace in the future.
Business Response: We went back and checked our records. We only see where we have this consumer's information from August 2016. We do not show we have contacted this agent before in 10 years. We only sold this to one agent and purchased the consumer info from a 3rd party vendor. We have removed consumer's info from our database and blocked **** (the person who filled out info I suspect) from our purchasing directives.
I have received at least six calls with that name (**** or **** *****) from different advertisers and even more (about 10) emails. I have stopped counting. So, if you really only sold it to one, your information is incorrect - or you have bought or sold to other distributor(s) as well. Please advise of all other contacts where you bought or sold this email address and phone number information.
I have however, not received any such calls in the last seven days - so some of what you say is likely accurate - or removal of that name of your system has greater impact than you will admit.
Problems with Product/Service
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Complaint: I initially received a sales call from this company and they offered 50% matching funds to earn my business. I agreed with the offer and made a deposit of $1000.00 which was matched by the company and my account had credit of $1500.00. When the credit amount dipped below $500, approximately $480 or so I called the company to make sure that my account would not re-charge once it reached $200 which was what I saw on the website. I spoke with a young lady named ******* who assured me that she would take care of it. At no time did I request my account be closed or that my account be terminated. I asked her to make sure that my account would not be charged after dipping below $200. About an hour later we started to receive about 2 leads per minute for the next hour. I was out of the office and when my team noticed the leads in my inbox they called me and notified me of the issue. Somehow ******* turned off prospector plus integration and notifications so my team was not getting lead alerts on their desktops. I called and found ******* and told her what was going on and she said she was going to get it resolved. I kept checking back and the leads were still coming in so I called a second time and she assured me that it was being resolved. At this point I thought some sort of system error had occurred and thought nothing of it because they would get it resolved and fix the issue. Two days later when I looked at my bank statement I found $1200 in charges from Hometownquotes.com which I had not authorized. Six different recharges of $200 each. My account had been set up to receive 3 leads per day since we began receiving leads with his company. I never authorized receiving 200 leads. Needless to say I was upset and so I called in and asked to speak with someone in charge and they told me that ****** would be the one to assist me. I spent the next couple of weeks trying to make sure that the company and ****** would refund me the money they drafted from my account. They offered things like “well just work the leads we sent you and then we will talk” and made it sound like they were doing me a favor. I explained over and over again that I just wanted to go back to what my account was before THEY messed it up somehow. ****** assured me that this issue would be resolved, I’ve attached a voice message from him to that effect. I would call once a week for about the next month and a half to find out the status of my account and each time ******l would say ok, let me look into this and see what the delay is. He would not follow up with me nor would anyone at this company, so I just kept calling back to check the status of my remaining money with the account. I recently called and spoke with ***** or *******, don’t remember exactly, but this person has by far been the most combative and difficult person to deal with at the company. She basically has put the blame on me for calling in and speaking with *******, she says that I told them to close/terminate the account and that is why this happened. Her logic and demeanor make absolutely no sense to me. If she would look at the events and timeline of event she would have a better understanding, but she either refused or was instructed to tell me that they would no longer be able to assist me. When I pushed her on why my account was terminated, she said that it was in their terms of service and they had the right to close my account at any time. When I asked about the remaining balance of my account she said that the terms under which I signed meant that they did not need to reimburse me or issue me leads for the remaining balance of my account.
Desired Settlement: They either need to refund me the balance of my account, or agree to the terms which they signed me up and provide me with leads until the balance of the money remaining on my account is exhausted.
Business Response: We spoke with Mr. ****** on 4/8/16 and came to an agreement to use $471.00 towards our product (leads). Once this balance has depleted, we have agreed to part ways doing business. Mr. ****** was satisfied with this outcome.
Problems with Product/Service
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Complaint: Company uses unfair tactics to gather sales leads and does not honor credit policies. Since September of 2015 my insurance agency has purchased sales leads totaling $1848 from this company. When we initially subscribed to this service, Tracy assured us that any leads that were identified as invalid would be credited to our account and replaced with valid sales leads. During the last 30 days they have elected to act in an unprofessional manner concerning credits. We have received leads that say they were enticed by popup adds to complete surveys for ****** *'s as well as people that did not ask for quotes. We also receive leads from people that requested quotes anywhere from 1-2 years ago. This indicates that the company in question gathers leads by deceptive practices as well using the phone book and recycling (i.e. re-selling old leads). I have repeatedly called and emailed them concerning the 22 invalid leads that we have purchased in the last 30 days. They are never available, promise via voicemail to call us back and then call us after hours when they know we are closed. They do not reply to voicemails which further indicates that they are aware of their unprofessional mannerisms. At this point they owe us $242.00 for invalid leads that we have requested credit for.
Desired Settlement: I wish to be reimbursed for the 22 invalid leads that we have purchased and requested credit for over the last 30 days. In addition I desire for them to close our account and not charge our credit card again.
*** *******, *******' insurance agent, signed up with us on 09/01/2015. A lead is an opportunity for an agent to write a policy over a consumer that is interested in insurance quotes. We have a credit policy that we follow for every agent who returns what they believe is an invalid lead. If consumers do not respond to their calls or emails, is not one of our listed acceptable credit reasons. Agents have 7 days to return leads for credit, but agent wanted us to go back to prior months to credit leads based on a communication he had with one of our representatives. Agent received 220 leads from us for $11.00 per lead since 09/01/2015. Agent returned for credit 53 of those leads. We accepted 50 of those 53 leads back to agent's account. We only denied 3 of leads that fell outside of our crediting guidelines.
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Complaint: Online advertising in utilizing our business name without legal authorization. They indicate they are "******* *********** and are offering quotes. In reviewing our name search in ******* this company comes up in the search results as ******* ********* quotes. They are not authorized to use our business name and are leading people to believe they are ******* ********** They are offering insurance quotes in our name. When I tried to contact them, their automated system indicates they "cannot help me with questions" and hangs up on me. In reviewing other complaints, it is obvious they are aware they are doing this but have not stopped. I am sure it is affecting many other business. They are to stop using our business name immediately in their online advertising.
Desired Settlement: Immediately cease using our business name AND stop using others business names that they are not authorized to use. This is fraud and false advertising and it is deliberate!!
Business Response: Initial Business Response /* (1000, 11, 2015/05/04) */ Thanks for bringing this to our attention. We apologize and want you to know that our intention is never to confuse consumers in our ads. We run search campaigns with hundreds of thousands of keywords that are provided to us by ****** and other sources. It would be impossible for us to write individual ads for so many keywords individually so we have a program that auto-generates the ads based on the keyword. The vast majority of the keywords we use are generic - things like "free insurance quotes" along with city and state names, etc. We have no idea how ****** determines what keywords to suggest for our campaign, but it could have been included as part of a list of all US city names since there is a city named *******, Iowa. In any case, whenever we are alerted that one of our ads is potentially confusing, we immediately change the ad copy. We weren't aware that phone number wasn't working and we will fix that, but usually we hear from folks via the "contact us" form on ************** We have already taken down the ad that you mentioned in your complaint. Initial Consumer Rebuttal /* (3000, 13, 2015/05/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) My complaint has nothing to do with Allison, Iowa. That is a bunch of hot air they are blowing in an effort to "cover up" what they are doing to many businesses in the United States. When you google "Allison Insurance" it specifically FIRST comes up to their website and when you click on it, it says "Allison Insurance" across the top of the page. They need to delete the word Allison from their key word list totally. NOT just something to do with Iowa and the word Allison Final Business Response /* (4000, 18, 2015/06/10) */ Thanks for bringing this to our attention. We apologize and want you to know that our intention is never to confuse consumers in our ads. We run search campaigns with hundreds of thousands of keywords that are provided to us by ****** and other sources. It would be impossible for us to write individual ads for so many keywords individually so we have a program that auto-generates the ads based on the keyword. The vast majority of the keywords we use are generic - things like "free insurance quotes" along with city and state names, etc. We have no idea how ****** determines what keywords to suggest for our campaign, but it could have been included as part of a list of all US city names since there is a city named *******, ***** In any case, whenever we are alerted that one of our ads is potentially confusing, we immediately change the ad copy. We weren't aware that phone number wasn't working and we will fix that, but usually we hear from folks via the "contact us" form on ************** We have already taken down the ad that you mentioned in your complaint. Again, our apologies
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Complaint: Scam Operation. Compnay charged me 400 claiming they will work with me if the leads provided were found to be not true. After billing 400 customer service has been non existent. ***** never called me, he only called after I threaten to cancel my account; All leads provided were scam. Compnay refused to look into it, Compnay refused to refund my balance promptly.
Desired Settlement: Refund 400 now before legal fees have to be added
Business Response: Initial Business Response /* (1000, 5, 2014/12/31) */ ***** ***** was a full refund of his initial deposit. We refunded his balance based on the product he purchased from us. Mr. ***** decided to cancel his account with us before he could use $200.00 in bonus credit (non-monetary value, used only on our product) and due to this we removed this forfeited credit at the time we refunded balance to agent. Mr. ***** received 12 leads (our product for insurance agents) @ $17.00 per lead which equals $204.00. Mr. ***** is allowed to request credit on these leads if they are invalid leads per our credit policy. Mr. ***** never requested credit on any of the leads he received. I processed refund as follows: $400.00 deposit - $204.00 in leads received = $196.00 (balance refunded to Mr. *****'s credit card). Per our T&Cs we followed our policy that the agent agreed to when he accepted the T&Cs before adding his credit card to our system. I have attached a copy of the T&Cs Mr. ***** accepted. Initial Consumer Rebuttal /* (3000, 7, 2015/01/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a bogus response. I asked for a full refund because the rep that they assigned refused to call me back s promised, was absent when the leads they assigned turned out to be bogus, they admitted that they forgot to process my cancel request and they so far have never investigated my bogus lead claims. I cancelled my account as they were refusing to service my account.As far I am concerned all the leads provided are bogus. In any case, I aggree to receive the leads provided they would service the account within a reasoable time. Therefore they did not fullfill their contract. The company advertises on internet boards as being honest and their CEO being responsive. Completely BS. The company is a scam. Their response is rejected. They did not give a full refund as requested.Please keep this matter as unresolved.
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Complaint: Terrible service and quality have led me to request my account to be closed and money refunded. 4 emails later and not 1 response to acknowlege it. I started my account in Sept. and had issue right away with the delivery schedule I requested. It took multiple emails to get it resolved. Not 1 lead has been of any quality and I have had to request credit on all leads. This is not a company I want to work with and I have sent 4 emails requesting my account to be closed over several days. Not 1 email has been acknowledged.
Desired Settlement: I want my $200.00 deposit refunded as it has not been used. All leads I received have been terrible and unworkable or outside the requested delivery times agreed to. This has been a terrible experience and a large waste of time dealing with this company.
Business Response: Initial Business Response /* (1000, 8, 2014/10/23) */ The customer requested to cancel on 10/03/2014. Per our T&Cs we have 2 business days to close the customer's account. We closed the account on 10/07/2014. Agent was sent confirmation on 10/07/2014 of this account cancellation. Customer received our product (3 total leads) and submitted for credit as working them. 2 were credited and 1 was denied. Customer owed us $9.60. Customer's deposit was $200.00 minus the $9.60 left the balance as $190.40 (which was refunded on 10/20/2014 after the customer's returns were processed). The customer also received an email notification of this refund. Our T&Cs also state we have 30 days to refund any balance back to the customer which we expedited well within the 30 days. **Hometown Quotes Terms & Condition on agent termination:** Hometown reserves the right to terminate this Agreement and/or Agent's Account for any reason or no reason at any time with or without prior notification to Agent by posting a notice of termination in Agent's Account and/or email Agent at the email address on file in Agent's Account. Agent may terminate this Agreement for any reason or no reason upon at least two (2) business days' prior written notice to Hometown by emailing Hometown at *********@hometownquotes.com. In the event that Hometown terminates this Agreement, Hometown shall refund any amounts remaining in Agent's Deposit within thirty (30) days of the date of termination. In the event that Agent terminates this Agreement, Hometown shall either, at its sole discretion, refund any amounts remaining in Agent's Deposit within thirty (30) days of the date of termination or Hometown may require Agent use the remaining amounts of the Deposit to purchase Leads under this Agreement prior to termination. The provisions of Sections 1, 8, 9, 11, 12, 13, 14, and 16 through 26 shall survive any termination of this Agreement. Initial Consumer Rebuttal /* (2000, 10, 2014/10/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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Complaint: This company is using our name "Vern Fonk Insurance" to decieve people into thinking that they are contacting our company. They are using our Name and violating our trademark and decieving customers. See there website. http://insurancestep.com/quote?matchtype=e&network=g&creative=XXXXXXXXXXX&adposition=1t1&keyword=XXXXX&gclid=COHVrJWx9LwCFUJqMgodqEIAmw
Desired Settlement: I want "This or that" to cease using Vern Fonk Insurance in all of their advertising. They are violating our trademark and decieving consumers. We have had dozens of complaints. They are stealing from us and lying to their customers. My next step is to contact the Colorado attorney general and then file a lawsuit in Federal court.
Business Response: Initial Business Response /* (1000, 5, 2014/03/18) */ We responded to Mr. ******* privately last week with an apology. We want to be clear that we had no intention of deceiving consumers. Our search team informed me that our Google account is automated and that no one intentionally would create a confusing ad. In any case, I have instructed the search team to be sure that we do not use their brand in any ads moving forward. Our apologies again. Initial Consumer Rebuttal /* (2000, 7, 2014/03/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) They did respond and take down the ads. Thank you for your help. *** *******.
Customer Reviews Summary