Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Daily AI, also known as Whiteboard and Aidium, is an unscrupulous company that prioritizes getting customers into contracts and taking their money over providing good service. I had a need for a CRM software and considered BNTouch but was convinced by the salesperson, ***************************, to choose Daily AI/Whiteboard/Aidium due to promises of better support and a user-friendly CRM. However, after signing up for a one-year contract and attempting to set up the **** I faced various issues. The software blocked a significant portion of my client database, and the support provided by ************************* was insufficient. Attempts to resolve the problem with ******* were unsuccessful, and my frustration led me to switch back to my original choice, BNTouch **** which provided excellent support. When I requested to cancel the service with Daily AI/Whiteboard/Aidium, I was informed by ***************************** that cancellations were not allowed, and they would charge me monthly until April **** or face collections. I regret not researching the company beforehand and discovered that they are not accredited by the Better Business Bureau. I am disappointed that companies like Daily AI/Whiteboard/Aidium disregard customer satisfaction and refuse cancellations even when the service doesn't work for the customer. I request to be refunded the $438 they already charged my credit card and to stop any future charges.

  Business Response

  Date: 06/01/2023

  *** initiated the project on April 28th, and agreed to a completion date of May 28th. We provided a comprehensive overview during our kickoff call, emphasizing the time and effort required for software implementations. Our plan included creating a customized platform, integrating it with his email and loan origination systems, and importing data from his previous CRM.
  
  Contrary to ***'s claim, we were ahead of schedule and actively integrating/importing his data. However, cleaning the data presents a challenge as we rely on his knowledge of his customer's information to identify any discrepancies. We offered this additional assistance, even though it wasn't part of our initial agreement (because for our team to clean someone else's database, requires deletions and changes of his customer data and poses a risk). Our technical requirements for import also necessitate either an email or phone number to import contact information (and is a best practice for effective communication) which *** expressed dissatisfaction with and rejected our proposed solutions (see attached.) 
  
  Just six business days into the project, *** informed us he didn't have enough time and believed any initial struggles would persist. We offered to address his concerns, but he declined our assistance. It's important to note that *** willingly signed an annual contract, indicating his commitment to the agreed-upon terms and services. We believe his decision to discontinue the implementation stemmed from underestimating the required effort.
  
  We assure you that we upheld our obligations, and we have a track record of high customer satisfaction. We consistently survey our customers to ensure their contentment throughout the implementation period and have numerous superior ratings just this month.  
  
  In summary, ***'s claims lack merit and are disappointing. We remain committed to delivering exceptional service and fulfilling our contractual obligations.
  

  Customer Answer

  Date: 06/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I did advise the salesperson when I signed up, that I needed a system that would be fast and easy to set up.  I was assured it would be and that was not the case.  I dedicated 1 week of my time to get the *** up and running.  Unfortunately, I didn't get the response and service that I wanted and expected.  I went ahead and paid and signed up for BNTouch *** and am very happy with their service.  Aidium was not a good fit for me and that is why I politely asked them to cancel my service and refund me any charges. I did cancel within 1 week of signing up which I feel was a enough time to test their software and discover it didn't work for me.  Most products these days have some kind of trial period.  It is unbelievable that there are still companies out there that don't offer a refund if you are not satisfied with their product within a reasonable amount of time.  I did not receive any tangible product or benefit from this company.   I have been in the mortgage industry for 27 years and have never been treated this poorly by a vendor.  I have restrained from telling my peers the negative experience I had with Aidium.  I would like for them to refund me any charges and stop billing me for a service I am not using.  And we can part as friends.  If they continue to try to collect money from me, I will let all my peers know to stay away from them.

  Sincerely,
  

  *********************