Horrible Customer Service, Bad Contract communication / explanation, Rude / Insulting Management. Contract was wrong 3 times in a row.
For approximately one month I dealt with *** ******, sales division of IdealPosition. It was clearly understood that I was open to working with Ideal Position after being referred by my Mother and long time client of IP. I even went so far as to say that I was open to changing my website to help their service work more effectively. *** was great, we spoke and he understood that I desired to purchase a 3-Month package payment upfront, as I was not interested in having monthly withdrawals from my bank account. The first contract was delivered per my request, however it came to me as a 1-year contract, monthly renewing and Auto Withdrawals. I went back to *** explaining it was wrong, and was later delivered another contract. This was exactly the same... or if it was different, *** didn't seem to argue, but did some research as to what the issue was. I called *** again asking for the new contract, being very clear as to what I wanted, and he understood it completely with no explanations as to if this was acceptable. I did not receive this contract, and 24 hours later called back and asked where it was? *** had it sent to me later that day. I checked my Spam filter on the server side, and there was no contract there. It just wasn't sent.
Holding the third contract in my hand, I looked and at a cursory glace, saw the exact same contract. I was wrong, they had in fact added a contract stipulation that now said my contract had a minimum of 90 days, yet the contract still had only a 1 month upfront payment plus setup fee, and still had automatic withdrawals monthly from a bank account. I called back, and told *** that I was not interested in working this way, and that there was clearly a communication error between his desk and whomever is doing the contracts.
*** then transferred me to this person, the Manager named *****. ***** immediately got on the phone with a defensive tone, ready for battle, and interrupted / talked over me, and when I tried to interrupt and say anything, was told to "let him finish". I kept quiet until the end of his tirade, I felt belittled and insulted. After about 20 seconds of silence where I attempted to compose myself, I began to speak and was again interrupted and told I was wrong, and that this wouldn't be a good fit. I asked to speak to the Owner and ***** would not let me. I asked if he would let me speak at all, and with a venomous attitude came "Go ahead, say what you want to say." To which I responded "You're a dick," and then hung up the phone.
I attempted to call back ***, to thank him for his time, and apologize for how it ended so abruptly, but was transferred back to *****, who would not let me speak to the Owner of the Company or ***. I told him I would be posting on the BBB and Yelp, and hung up.
Unhappy with how this conversation went, I attempted to call back *** and thank him for his time, apologize for this going badly and part company. Instead, I was sent to voicemail, on second call I heard 3 seconds of "It's him again" and then was hung up on. On my third call I was transferred back to ***** who spoke to me with disdain and told me I was not allowed to speak with ***, and then I hung up.
I want to speak with the Owner of the Company and log a formal complaint. Ideally, the Owner would apologize for treating a customer this poorly... however I know that chance is slim to none.
Attn: Better Business Bureau
This letter is in response to a complaint brought against Ideal Positions by Mr. ****** ****, Case #********.
Ideal Positions is a website marketing company that provides marketing services for our clients' websites in the sponsored results on the Google search engine and on the Yahoo!/bing search network.
As of 10/11/2013, the date of the incident described in Mr. ****'s complaint, Mr. **** had already been speaking with Ideal Positions' Customer Service & Marketing Consultant about signing up with Ideal Positions for marketing services, over the period of about a month. Mr. **** told Ideal Positions' Consultant that he would be signing up for service after he returned from a vacation. Ideal Positions sent Mr. **** a copy of his contract to sign, which Mr. **** received upon his return. Mr. **** informed Ideal Positions that he had received the wrong contract because the commitment was for a year, while Mr. **** had specified a commitment of 90 days.
Ideal Positions corrected Mr. ****'s contract, but he insisted that the contract was still incorrect because of two factors: the 30-day recurring billing cycle and the month-to-month service clause, which requires a client to request to cancel service at least 15 days before the beginning of their next billing cycle if they wish to discontinue service. Mr. **** wanted to be able to pay the entirety of his 90-day commitment up front and to have his contract automatically terminate after the completion of the 90 days. These were unconventional changes that required edits to the contract Ideal Positions generally offers.
During Mr. ****'s conversation with Ideal Positions' Customer Service & Marketing Consultant on 10/11/2013, it was evident that Mr. **** was becoming increasingly frustrated over the terms of his contract. Mr. **** wanted to change the verbiage on his contract and, as Ideal Positions' Customer Service & Marketing Consultant did not have the authority to do so, Mr. **** was transferred to Ideal Positions' Projects & Progress Director.
Ideal Positions' Projects & Progress Director provided a solution for Mr. ****, offering to honor his requests to pay all 90 days up front and to automatically terminate his contract at the end of the 90 days if Mr. **** would submit both of these requests in writing on the cover sheet of his contract, rather than require that the contract itself be rewritten. Mr. **** found this solution unacceptable. Mr. **** expressed his strong displeasure to Ideal Positions' Progress & Projects Director. Because Mr. **** found Ideal Positions' solution unacceptable, Ideal Positions' Projects & Progress Director suggested that perhaps Ideal Positions was not a good fit for Mr. **** and offered to refer him to other reputable marketing companies. Mr. **** became very upset at this suggestion and called Ideal Positions' Projects & Progress Director an insulting name, which he references himself in his complaint, after which Mr. **** hung up the phone.
Ideal Positions' Projects & Progress Director remained calm and professional throughout his conversation with Mr. ****. He tried to find a solution for Mr. ****'s demands and, upon being informed that the solution was unacceptable to Mr. ****, tried to offer reputable references that might be able to reasonably accommodate him.
Per Mr. ****'s request, Ideal Positions' Owner attempted to contact Mr. **** on 10/14/2013, leaving him a voice message that included a request for him to call her back on her direct office line. She wished to express her concern over Mr. ****'s statement that he had a negative experience during his client account signup process. As Mr. **** never did sign up, there were no charges to refund; this fortunately limited the scope of the conflict, but also limited Ideal Positions' options for making amends with Mr. ****. Mr. **** requested an apology from Ideal Positions' Owner, but as of this date, Ideal Positions' Owner has not heard back from Mr. ****.
Ideal Positions regrets that we were not able to find a mutually satisfactory solution to this issue and that miscommunication over the stipulations of Mr. ****'s contract contributed to this unfortunate incident. Ideal Positions sincerely wishes Mr. **** success with his business and regrets we could not assist him further in his endeavors.