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A BBB Accredited Business since
BBB has determined that COMPLETExRM, Inc. 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 13 factors. Get the details about the factors considered.
Factors that raised the rating for COMPLETExRM, Inc. 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
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. Keith Norris, CEO Mr. Michael Morgan, Owner Mr. Dave Pimm, CFO
Computers Hardware, Software & Services
Service AreaLocal, National, International
Alternate Business NamesEB Suites Franklincovey Software Plan Plus Online
Products & Services
Online sales of software licenses, website development, and other professional services.
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Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
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BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
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Additional Web Addresses
Additional Email Addresses
- - eQuote
- - Communication/Mass Email
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|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Read Complaint Details
Complaint: Getting billed after asking for service to be discontinued. I cancelled my service well over a year ago, yet was billed again. One of the reasons for cancellation was poor customer service. For example, I cannot reach them by phone, as the number they have listed on their customer service site is not assigned and disconnects (hangs up) as soon as it is reached. Since I've already asked to have my account cancelled, and they keep billing me with no direct way to speak to anyone, I have no faith in their ability to follow through with resolving this issue a second time without some additional assistance.
Desired Settlement: I just want them to stop billing me and to refund what has been charged. I would also like them to correct their phone numbers so that a human being answers the phone, or that at least a working number with voice mail is reached. Currently, the number on their website goes to a non-working number and is disconnected when reached. This gives me little faith in the company or it's follow through.
Business Response: Initial Business Response /* (1000, 5, 2014/08/12) */ Contact Name and Title: **** ****, Finance Contact Phone: XXX-XXX-XXXX Contact Email: *********@planplusonline.com I spoke with **** ****** today and he was not charged for services. According to him, he received an email saying he was going to be charged. That is what upset him. We had cancelled his account in August 2013 and actually refunded him ******* at the same time. We are looking into why an email was sent to ****, but please know he was not charged, and the credit card on file has expired so it would be impossible to charge Mr. ******. Please remove this case from our BBB file, as I believe it was filed by **** because of his frustration on not being able to get a hold of anyone at our company to discuss the email he received. Thank you very much!!! Initial Consumer Rebuttal /* (2530, 8, 2014/08/12) */ **** from Franklin contacted me by phone, and we were able to resolve the issue to my satisfaction. Your involvement prompted him to call me as opposed to merely emailing me. I believe your involvement sped up the process, and made him more receptive to listening to my concerns. Thank you, please mark this issue as being fully resolved to my satisfaction.
Problems with Product/Service
Read Complaint Details
Complaint: Paid for 4 months of PLanPlus online services that they could not get to work.Customer service was horendous.They admit it won't work.Still no refund. ****** ****** Account # XXXXXX Case # XXXXXXXX In May Signed up for the PlanPlus Online account after confirming via phone call that I Could sync my Google Calendar with the PlanPlus. Google calendar not syncing. Called PlanPlus. Woman told me it was in BETA.Hmm. Conflicting info already from the same phone number.Took the the basic webinar class on how to setup your account. I asked the instructor if it would sync with my Google calendar. He said yes with no hesitation and showed me how. I did that and nothing came over. June Continued to not see 95% of my appointments on the PlanPlus calendar. I placed a call back to PlanPlus. Was given **** ****** as my account rep. He said he would look into it and get back to me. I did not hear from him. August 3rd Called **** ****** and complained again about my account not syncing and that I had not heard from him and that I am being charged for a service I can't use. He gave me case # XXXXXXXX. He asked me to send him a copy of my Google calendar so he could send it to Tech support so they could see what isn't being transferred over. I have multiple pages of email correspondence that I have already forwarded multiple emails with additional information to their company two weeks ago. 9/27/12 5:12 PM I sent an email response that included all of my documentation regarding my account and the frustrations i have had. 5:15 PM **** ****** called me on my cell. He apologized and notified me that he has requested that accounting issue me a return of $60 to my credit card. He also acknowledged that the program does not work currently with syncing with Google calendars and that this should not have dragged out as long as it did before issuing me a refund. I asked when I would see the refund. He placed me on hold to talk with accounting, came back and said 7-10 days. 10/12/12 Contacted **** ****** again. It has been over 2 weeks and have not seen a refund yet. He said he requested a refund from accounting and placed me on hold. Then he came back and said that the status of the case is still "pending" and that it went to the CFO. Hmm. I am a $60 refund, not a huge corporate client. Why did it need to go to the CFO. **** asked if ***** ******* could call me back. I said yes and gave **** my cell phone number again. Still no response. Franklin Covey should break their contract with these people. Their customer service is horrendous. I would be happy to send the BBB my corresponding emails as well. I sent them to **** ******, ****** ******; *****@planplusonline.com; and ***** ******* two weeks ago. No response from anyone via email or phone per usual.
Desired Settlement: $60 refund