BBB Accredited Business since
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eQueos offers IT consulting, programming, networking, and database architecture. Prospect Genius is an affiliate of eQueos and offers online marketing services to local business.
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A BBB Accredited Business since
BBB has determined that eQueos, LLC dba Prospect Genius meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for eQueos, LLC dba Prospect Genius include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 2 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Alex Pelli, Owner
INTERNET MARKETING SERVICES COMPUTERS - NETWORKS
Alternate Business NameseQueos, LLC Prospect Genius
250 Jordan Rd
Troy, NY 12180 Directions
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Additional Phone Numbers
- (800) 930-0394(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|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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Read Complaint Details
Complaint: Prospect genius is worthless, The only thing they are able to do is get people searching for the exact key phrase to your cite. They make claims of google results but you will only see exact matches to your company name. the same if you had a 50 web site. Never invest in these scam artists. I put almost 2 years into it and at the end when I cancelled they did their best to hide the phone number we used and turned just nasty to deal with. They are just real scum when it comes right down to it.
Desired Settlement: Prospect genius goes out of business.
To Whom It May Concern:
Since the desired settlement is for "Prospect Genius to go out of business," there is not much for us to work with on this. The best I can do is to set forth the facts of what happened and correct the erroneous claims made by *** *******. I have attached three e-mail threads that show the interactions between *** ******* and Prospect Genius. Upon reading through these e-mails, you will clearly see that we did all that we could to assist *** *******.
There were also repeated assertions that our service is a scam, and that it was worthless. *** ******* paid for our month-to-month service for 18 months. If, at any point, he felt that the program was not worthwhile, he could have canceled it with nothing more than an e-mail stating his desire to do so. Clearly, *** ******* knows that the value he obtained from our services exceeded the money he spent, or else he would not have made 18 consecutive decisions to continue the service. Furthermore, when *** ******* signed up, we honored our 10% military discount despite the fact that his service was not for the United States, but rather for Finland. We had no obligation to do so, and if we were attempting to scam or defraud, what possible explanation could there be for honoring this discount? Along the same lines, if we were attempting to scam or defraud, why would we provide service free of charge for 29 days as we attempted to rectify his failed billing?
*** *******'s campaign was ultimately terminated on 11/18/2013 because his account was 29 days past-due. As you can see in *** *******'s own e-mail from 11/21/2013 (Attachment "1.pdf"), he acknowledges his last payment was made on 9/20/2013. Upon his receipt of the notice of termination, *** ******* began asserting that we "hastily" canceled his account. I then replied with a fully documented timeline illustrating, that in fact, our action was in no way hasty, as it came about a full 29 days after his account went into past-due status. We made several unsuccessful attempts to contact *** ******* to correct his payment issue during the final 29 days of his time with us.
*** ******* was quite concerned about his ability to port the phone number we used for him, an issue he raised in his response to the e-mail that notified him of the termination of his account (Attachment "1.pdf"). In all the subsequent e-mails, I explained to *** ******* that we have no part in that process, other than refraining from reusing the number. So long as no new client is assigned the number, he is free to port it at any time. Despite his failure to properly notify us of the desire to port the number, we still honored his request and refrained from reusing the number. No matter how many times this was explained to *** *******, he continued to assert that we were acting in such a way as to thwart his attempts to port the number. In fact, no such actions were taken, and even if we had wanted to, we would have been legally prevented from doing so, making his repeated claims all the more absurd. We have had dozens of former clients port numbers without issue. The fact that *** ******* struggled with this is regrettable, but it had nothing to do with Prospect Genius, as we do not control any part of that process.
Further backing our assertion that we have no role in the number porting process, *** ******* states in an e-mail dated 12/16/2013 (Attachment "3.pdf") that "the phone number is transferred," which I can only conclude means he was ultimately successful in porting the number.
*** ******* has, for some reason, convinced himself that Prospect Genius has actively tried to harm him in some way, and no matter how many times we attempted to clarify his misconceptions, he refused to listen. *** ******* still owes Prospect Genius approximately $250 for services rendered between 10/20 and 11/20 in 2013.
Better Business Bureau:
In *** ********'s initial complaint, he stated that his desired resolution to this issue was that "Prospect Genius goes out of business." From this we know, quite clearly, that there is nothing Prospect Genius will be able to do to satisfy him.
1. That Prospect Genius is worthless
In my original response, I fully refuted these points and I'll summarize again here:
1. If we are worthless, why did *** ******** decide to stay with the program 18 consecutive times? No one pays for something that has no value so clearly, at the time, *** ******** saw value in continuing the program each month.
The majority of *** ********'s dissatisfaction stems from his difficulty in porting the number to his new carrier. He is convinced that Prospect Genius has a role to play in this process, despite our repeated assertions that we do not have any control over that process whatsoever. In fact, the FCC prevents us from doing what he describes so he's actually accusing us of breaking the law, which I can assure you we are not.
I understand that this number porting business is foreign to many so I'll illustrate it with an analogy. This situation is akin to filing a complaint against your internet service provider because they refused to come to your house to fix the electrical outlet in your wall. Sure, your cable modem uses the electricity from the wall to function, but it has nothing to do with the service itself and no matter how much you complain, there is nothing the internet service provider can do to solve your problem.
To further illuminate the situation, the following is an excerpt from one of *** ********'s emails:
****, i dont know what your problem is but to port that number to the new carrier i need the:
None of that information is actually required. We have had dozens of past clients port their phone number without a single piece of this information. Think of it this way, if you were to walk into a Verizon Wireless store with an AT&T phone, you would not have to provide any of that information to Verizon in order for them to port your AT&T number to your new ******* phone. In fact, even if I had an overwhelming desire to provide this information, it would have been impossible because I posses exactly none of it. There is no account name, number, pin or password to provide, making it physically impossible for me to comply with *** ********'s demands.
I'll make one final attempt to illustrate the futility of this situation. The following is the very first communication received from *** ******** after we notified him that we terminated his account due to a past-due balance:
As you can see, *** ********'s paranoia over the phone number is quite obvious despite the complete lack of evidence. The following is the response that was sent back to *** ********. As you can see, there is nothing "nasty" about it.
No matter how angry *** ******** gets, and no matter how many complaints he files, it will never change the fact that we have no control over his phone provider's ability to execute a number port. It is quite unfortunate that *** ******** is unhappy but just as I cannot stop the sun from being hot, I have no ability to do anything to address *** ********'s frustrations.
Better Business Bureau:
I stand behind my previous statements.
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.
Read Complaint Details
Complaint: unauthorized continued billing of my credit card and all services were discontinued and confirmed via email, phone.
Desired Settlement: Issues refunds for April, May and June charges and discontinue billing my credit card.
To Whom It May Concern:
This complaint is based on one credit card charge made on 4/26, along with two other charges on undisclosed dates in May and June. The 4/26 charge was voided (canceled before it was processed), and the other two do not exist. Further, the client is seeking a refund of $747 which is fully $100 more than the total amount billed over the life of his account.
The gentleman who filed this complaint was a client of ours for just 90 days. He signed up for our lead generation program on 1/27/2012 and canceled via email (attached) on 4/26/2012. The client had been billed on 4/26/2012 somewhere around 2-3am when the automated credit card processing occurred. The invoice was generated and sent to him reflecting this charge at 8:11am; he replied back with a request to cancel services at 8:12am. Just 23 minutes later, at approximately 8:35am the credit card transaction was voided (see attached screenshot). On 5/8/2012 at 9:41am this client was sent a confirmation code (attached) confirming the cancellation of his account.
On 7/2/2012 at 9:30am we received an email from an employee of this client, citing credit card charges that we supposedly processed on the client's credit card, as well as the absence of a refund for the 4/26 charge. There was a series of correspondence between the client's employee and my staff in the subsequent hours, but I responded myself at 11:43am on 7/2 (attached).
In my response, I explained a few key points. First was that when a charge is voided, no refund is due because no charge is actually processed. Since we stopped the transaction from taking place we were not paid; we cannot refund money we did not collect. We even provided proof to the client that the transaction was voided (see attached).
The second key point I made was that we did not initiate any charges on his card after the cancellation request was received on 4/26. Since it is physically impossible to prove a negative, I cannot definitively prove that charges do not exist any more than I can prove that elves do not live under my desk when no one is looking. The best I can do is provide the transaction log for his account (attached), which shows all transactions for that credit card number from 1/30/2012 through 6/30/2012. As you can see, the client was initially charged $647 on 1/30/2012 when he signed up. The charge first declined, and then later that same day it was approved. The only other transactions for that card number were on 4/26, when it was billed for one month, and then later that same day when the charge was voided. Clearly we did not initiate any transactions after 4/26.
All of this information was provided to the client on 7/2. We responded to all of his communications in an extremely prompt manner, as is evidenced by the fact that total of just 133 minutes passed between the initial email from his employee and the final email sent from me, the president of the company, to the client. We have been responsive, offered to help in any way possible, and we never initiated the transactions in question.
I requested that the client produce the credit card statements showing proof of these charges so that we can launch an investigation. That request was not acknowledged, but I will restate it now. Since we have no record of any transactions after 4/26, unless he can produce that documentation, there is literally nothing within our power that we can do for him.
For good measure, I have also included our Terms of Service document. Per section 3 of this document (which the client agreed to) we are not even required to refund/void the transaction from 4/26. As such, we have already gone above and beyond what we agreed to do for this client in an effort to provide exceptional customer service.
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved