ComplaintsforSeniorleads
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/26/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
was charged $936 for leads...told I could have 24 hours to review the company...took the money off my debit card within a few hours...also told I would get a refund...I am sure I will never get any of my money back...at this point would just want to warn other insurance agents not to do business with this company...will save yourself a lot of headaches and money..Business response
02/26/2024
We are always dismayed when there is a misunderstanding. To avoid these misunderstandings, we do everything in writing. ************** told us in his agreement to start his leads on October 13 **************************************** (we can supply the entire signed agreement). We would have started his leads on whatever date he specified. But he specified October 13. We followed his instructions and committed the budget for his advertising, as instructed in writing, on October 13. We then did exactly as instructed and delivered 20 leads from October 13 to October 28. We are very sorry that ************** believes he provided us different instructions but we have his instructions in a signed agreement with the start date of October 13. We are sorry that his investment was spent on ads, as he instructed. We have nothing to refund. If we make a mistake, we will pay for our mistake. On this case, we simply followed the written instruction provided by the client.
Initial Complaint
12/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
See my review of the business, but essentially they lied about their process, and we were given inaccurate data on the amount of client engagement that this agency completes.Also I pre paid for leads, and I was only given a portion of the people that I was contractually given after I told them I wanted a refund. There was no 800 number for me to call to file and type of issue or concern with this awful businessBusiness response
12/12/2023
We have reached out to the customer to investigate and rectify this issue.Customer response
12/12/2023
Complaint: 20991758
I am rejecting this response because:
Sincerely,
*****************************I have attached the agreement I signed, I was not given the correct amount of leads/they locked me out of their website and they are awful with returning emails and calls... And I was treated with no respect, and with ZERO accountability from this terrible firm
Business response
12/14/2023
Our client services department has contacted the client service resolve any issues.Customer response
12/15/2023
Complaint: 20991758
I am rejecting this response because: I want a refund
Sincerely,
*****************************Initial Complaint
07/20/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I signed the initial agreement on7/14/23. Before I even completed the activation requirements, I started to receive leads and was not yet prepared, or trained to begin contacting the leads, *********** said DO NOT contact the leads until a booklet was sent to the prospect first but, no one ever addressed the issue of my having and sending out a booklet. I therefore did not have a booklet to send and was not able to follow their instructions. The agreement stated that In order to activate my account I would be required to submit my zip code list. I had not much time to complete it or submit it and my acct should not have *** activated. .It was activated anyway and I was charged for leads that I cannot even follow up on yet. I want a refund for all the leads I have been charged for. I have not heard back from this company on how they or if they plan to refund me. They did not adhere to their own agreement. They continue to send me leads that are useless to me , since I do not have a booklet to send out once I receive the lead as they instruct to be done.Business response
07/21/2023
We have resolved this matter with the customer and he was satisfiedCustomer response
07/21/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
04/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered 4 batches of leads and have only spoken to 1 person of the 40 leads. I have made 8 attempts and emailing and only received automated email replies from the vendor. I originally started working with them in January. On my first batch of 10 I spoke to one person following the program/process completely. Now the next 30 I have yet to speak to one person of the 30 leads. I have again followed their process completely. I order leads from other sources and have NO issues communicating with the leads. As a matter of fact on average I speak to nearly 50% of my other lead sources.Business response
04/14/2023
We have reached out to the customer to rectify this issue.Initial Complaint
07/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Sales person sold me a completly different expreience then i had. I was hesitant to proceed when I realized what they said the offered was off the ****, but i proceeded with them based on sales persons answers to my questions on how I should expect everything to occur. 1. I told the sales person that i was in the middle of a move and i had to turn or pause the campaign until i was ready to take on the lead flow. He said that i would recieve insutructions on how to do this before it started and that would allow me to pause the campaign. What occured next is the leads came in hot and heavy and the instructions were much more involved and I was in the middle of moving and was told that I wouldnt have to worry about the leads coming over like what happned because I wouuld have time to adjust this flow of leads. . It burnt through840 dollars in two days and then they took it upon themselve to charge my card again for another 290 when I was calling, emailing, etc for help to get this turned off based on my earlier explanation from sales person that said this woudl be reviewed prior to campaign staring with the info/study coming to me first before it started. It started despite my review and not mention the review requirement is the equivalent of reading half a novel, and studying several videos which I dont have time for when moving. This should have never occurred and to this day, I have no idea how to access the leads not to mention have had the time to review. I told the sales person that this was going to be the case and they told me not to worry becuase I would have the chance to review all these directions before the campaign started. Then when i asked for help, wiht email, phone, etc it took several days for any one to get back to me and the had already used up 1K of my money. So unprofessional, they dont care about your campaign mgmt on my part, they only care about debiting your account. Shut these guys downBusiness response
07/18/2022
To avoid all misunderstandings, we put everything in writing. We provide it to the customer, ask them to read and sign. That agreement is here, this is our full disclosure: https://seniorleads.com/agreement
We are dismayed that people sign this agreement and yet, do not read it as sometimes, they have a misunderstanding based on what they "heard" or "understood" rather than what is in the plain english of the agreement. The very first thing we have in the agreement is how to contact our customer service department. However, this customer continued to try and get assistance from a sales consultant who is not trained to assist him. When he finally made contact with the right department, he was provided instructions and basically told us: I don't want to follow your instructions - I don't want to watch your training videos. He even says "I do not know how to access the leads" when we of course, provided a link and I personally, sent him his leads manually as an email attachment. We are dismayed that even though we provide clear full disclosure, excellent training videos, we staff our client services department 7 days a week, and we provide great documentations, that in about 1% of the customers we have had over 20 years, as situation like this develops. Fortunately, the other 99% read, understand and follow the simple instructions we provide for success with our system. We are sorry that the misunderstanding occurred and that we could not satisfy this customer even with individualized attention.
Initial Complaint
07/13/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
The company's online technology was non functional the day I paid and set up the account. They wanted me to resolve my issue by contacting online support. That portal was not working and there is no phone number to get help. Based on IL Law I cancelled my agreement within 3 days but they have issued no refund. Any company that ignores the law should never have any clients. Complete waste of money.Business response
07/13/2022
We have about 5 hours PER YEAR when our online system does not function. We use Amazon web services and they had an outage for about 2 hours. We do not give refunds for that reason. Similarly, everyone has experienced an outage when trying to log onto their bank account. ******** does not give any refunds or extra interest. We are very sorry that this customer felt that the entire service was worthless given 2 hours of online outage. Unfortunately, we had already spent the money paid by the customer to purchase advertisements based on his written instructions, attachedCustomer response
07/14/2022
Complaint: 17562761
I am rejecting this response because: This was just one of the problems. I experienced multiple issues using the web based system without any phone support to get help. Also 3 day cooling off period Federal Law overrides this agreement. The company is making excuses and not willing to part ways with the buyer. I have not been provided any proof of how much money the business has spent. They are keeping my entire $879.00 deposit. This is bad predatory business practice and I have not received any calls from the business to resolve this matter amicably. They are very good at calling to sell the service but cannot call to resolve a customer complaint. I am willing to work this out if I hear from an authorized employee of the company.
Sincerely,
Tiger ******
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
6 total complaints in the last 3 years.
3 complaints closed in the last 12 months.