ComplaintsforWelcome Wagon, LLC

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Very disappointed. We have been with this company now for almost 10 months and have not received A SINGLE lead or job from their services. Not one customer has ever even mentioned ******************. They email a monthly list of addresses where they are supposedly "marketing" your business and when we go to these addresses most are to incomplete builds or even shops and warehouses. This is not what was promised and we have been requesting a cease in services since January 1st. They refuse to work with us on cancellation and continue to keep billing us monthly regardless of the countless emails and phone calls between us regarding closing our account. We even agreed to pay what was due since Jan 1 if they will just close our account and stop billing us monthly for absolutely nothing and they continue to bill us "until they can replace our account". Long story ****************************************. They knowingly lock you into a contract that you won't see much from if anything at all.

  

  Business response

  02/22/2024

  This account signed a 12 month agreement with Welcome Wagon and has been in the program for 9 months to date. They contacted us and asked us to cancel due to lack of results I tried to work with them but they refused to do so. They constantly insult me and are very rude I offered to help them with their ad/offer, lower monthly payments and give them free email marketing but refused anything I offered. This account asked to speak with the sales person but the person that sold them passed away so I offered to have the sales manager call. The sales manager has called multiple times and when she states that she is from Welcome Wagon  they just keep hanging up on her. They owe us ****** that is 90 days passed due and if there are any bad names we always give a credit for them. I am still willing to work with this account. 

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have asked Welcome Wagon to terminate any further mailings and billing. We are closing the business and never receive any business from Welcome Wagon most likely due to the fact that they do not comply to what they say they are doing.

  

  Business response

  11/14/2023

  Account signed a contract to start service on 10/1/23 which we mailed out coupons  with their offer on it for their business.

  The agreement was for 12 months and she claims the business is closed 

  The coupons was just received by the new movers in October and she did not give it a chance to work for results

  We checked the website and it states that this business is still in operations 

  She started yelling and we tried to work with them but she refused to cooperate 

  She them stated that the BBB will force us to cancel their agreement 

  We are still willing to work with them 

   

  Customer response

  11/14/2023

  There was absolutely no yelling on my secretary's behalf, if anyone was being aggressive it was the Welcome Wagon representative. I tried to open a business as a young kid, never got one call and have moved on to a full time job with a company and we simply have asked for them to cease all mailings and billing asap. I would appreciate them taking care of this and getting back to me so this can be resolved. A large company such as Welcome Wagon does not need to hold a small young kid responsible for trying to open a business that didn't work.

  Customer response

  11/14/2023

  Thank you Welcome Wagon for working with us and terminating mailings and billing. That was a simple process and we will recommend fellow business owners with the positive outcome you are providing 

  Customer response

  11/15/2023

  I have been now threatened by Welcome Wagon that they will not stop sending the mailings and charging me until I remove the BBB complaint. I kindly agreed that I would withdraw my BBB complaint once they confirm cancelation and a refund.  I am copy and pasting the Welcome Wagon response. I also said that I would be happy to give them recommendations with a positive outcome to this situation.

  
  ************************ 3:49?PM (13 minutes ago)
  
  
  to me
  
  
  
  
  
  
  
  Your contract will be canceled when you take us out of the BBB but there is no refund 
  
  
  You paid the first payment for October and call us in November to shut the account down
  
  
  We will cancel your agreement at that time 
  
  
  This is a legal document 
  Thank you,
  ***********************
  Senior Director Of Customer Service 
  Direct: *************

   

  

  Business response

  11/16/2023

  We are willing to work with this account if they give us a call 

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wanna filed complain against ******************* Welcome Wagon.On February 7 they called me ,asking if I heard about this company .I told them,no I didnt.They told me,that they can help me to grow the business,get more jobs. I answered I can try.After they sand me agreement,meantime I asked them if the company charge a monthly payment,they said yes.So I tough thats ok and if its doesnt work I can cancel anything.On agreement the amount was $183.75 My bad decisions was,when I sign the agreement I didnt read it,I trust them.The think is ,this company locked me in for contact.That time I was working on the job,so I didnt have much time and I didnt think properly.Took me a while,I noticed if I wishes to terminate as contract,a termination fee of $375 will apply.That person didnt explain me nothing,that this is a contract and they will apply termination fees . I called them 3 times,but nobody answer just the voicemail machine.After couple of months they start charging me a monthly payment of $183.75 and I never got any call from them.I didnt received any consumer interest .Not one person has ever called or mentioned my company from advertisement.The company email me couple times,that they needs some Postcards Art ********** didnt understand why they need approval of some postcards.So far this company charged me of 3 payment,which went through,and other 3 payment was declined but they charged forward anyway.Im so disappointed . I dont need any of contract especially this time everything is so expensive.Looks like this company taking advantage ,they are geared to scam small business into agreements. I want to refund my money ,stop them to charge me forward.Very soon they will send me for collections and will effect my credit score .This is name of my company MJ Interior Exterior Painting

  

  Business response

  08/31/2022

  Hello. 

  This is the first time we received a complaint from this client. 

  Account signed a 12 month contract with Welcome Wagon to advertise his business with us. We mail gift books to new movers in his area each month. The service started on 7/1/2022 and he received a marketing report on 8/2/2022 with all his detailed stats of the services.

  We have not received any calls or emails that this account was not happy with the service. We reached out to him with phone calls and several emails with no response. We are not sure why after just one month of service he contacted the BBB instead of reaching out to us directly. We could have addressed his concerns if he would have reached out.

  Welcome Wagon has been in business for over 95 years with thousands of happy accounts that renew each year. This client has a continuing 12 month advertising contract and is obligated to continue the service. 

  Thank you.

• Initial Complaint

  03/10/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Let me start with the fact that I/We have never filed a complaint or a bad review against a company. We take pride in fair opportunities to resolve issues and we carry utmost integrity in daily business. We entered into an advertising agreement with Welcome Wagon a little less than a year ago. They have an incredible front-end team that seems to truly believe they are making a difference for the client and the consumer, but they what they may or may not know is that this business yields nothing more than self-profits. Over the duration of our agreement we have NEVER had any of the following: - interested clients; we were never guaranteed consumers, but we were absolutely told that we would receive 5-6 customers monthly on average - exposure; we were never listed in a reachable place on any digital platform or website - inquiry list; we are contracted to receive a monthly contact list of the individuals that received our company information. We are spending over $500/mo = over $6,000 contract and we have NEVER received any exposure or consumer interest.... NOT ONE PERSON HAS EVER CALLED OR MENTIONED OUR COMPANY FROM OUR ADVERTISEMENT. As you can imagine, we are, and have been extremely disappointed with this company for their poor efforts and horrible back-end customer service, BUT THE ABSOLUTE WORST aspect of this company is that they aren't geared to help business' and consumers connect, they are geared to scam small business into agreements that are proven to fail. They then had no opportunity to exit, we asked for an exit plan, ****** ******* responded "You can't pay your contract and there is no opportunity to resolve the contract issues". We went the first 6 mo of nightmare charges and improper payment sources, we have not had success WE'VE RECEIVED NOTHING but a mock up of what they supposedly sent out for our investment. We requested an option to exit months ago, we are now requesting an immediate release of the contract and a full refund.

  

  Business response

  03/15/2022

  Attached are the items we wish to submit and below is the details for the client:

  -----------------------------------------------------------------------------------------

  We are equally as disappointed that the marketing did not deliver results for the business. However, with any form of advertising, results cannot be guaranteed. Welcome Wagon has fulfilled our end of the agreement. The client signed an agreement for 12 months, which includes the below services.
  1) Inclusion in the Welcome Wagon Gift Book, which is mailed monthly to the new homeowners in the zip codes: 27612,27613,27617. Attached is a recent edition of the book, with the client's advertisement.
  2) Postcard marketing reaching the new homeowners in the zip codes: 27612,27613,27617. Attached is a copy of the artwork.
  3) Social Media advertising. Attached is a copy of the ad that we have been running on Facebook.
  4) Email marketing reaching new movers in the zip codes: 27612,27613,27617. Attached is a copy of the email. A copy was also delivered each month to the client.
  5) Listing on the Welcome Wagon online directory: https://directory.welcomewagon.com/businesses/nc/raleigh/home-services/window-smart/
  6) Monthly list of new homeowners who received the gift book in the prior month. Attached is an image from the email logs showing the delivery of this list.
  The current agreement is set to end in May 2022, however we are willing to end it early to avoid any further charges to the client.
  As the agreed upon services have been provided, we cannot issue a refund for past months.
  Please let me know if you have any questions.

  

  Business response

  04/07/2022

  We honor all our accounts and are proud of our products.

  We have offered all that we can and have tried to satisfy this client  to the best of our ability.

  We have many accounts that are completely satisfied.

• Initial Complaint

  07/23/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Welcome Wagon is a scam. They claimed to have sent mailers out to 85 new homeowners a month within our zipcode. After investing the addresses they provided, majority of them were not legitimate and some were even commercial buildings with no residences attached. I tried to resolve the situation with Welcome Wagon several times and they had nothing to say other than they will give us a few free months. Free months for a scam service doesn't serve anyone. The charge was disputed with Visa and Visa ruled in our favor. I received a call from Welcome Wagon once the dispute was filed with Visa and was told "okay we already discussed this, I will tell the controller". There is no documentation that Welcome Wagon even sent out any physical mailers after charging us $4050. They charged $150 a month for digital marketing and only got 7 website clicks which is very evident that they were not doing $150 worth of digital marketing. Now that we won the dispute with Visa, they sent us to collections.

  

  Business response

  07/27/2021

  Business Response /* (1000, 5, 2021/07/26) */ Welcome Wagon makes every attempt possible to work with our clients to realize the greatest success possible from our marketing campaigns. We regret that ******************** did not receive the ROI they were looking for. When the business contacted us in April 2021 voicing concerns and lack of results, we attempted to work with them by offering a free design consultation. Through this process, we would suggest certain changes be made to the advertisement to increase its effectiveness. All offers were declined by the business. Welcome Wagon has fulfilled our obligation to ********************. ******************** was included in the Gift Book and postcards mailings to the new homeowners moving into their selected zip codes. The mailings took place beginning in October 2020 and continued through *** 2021, when we received notice of the disputed charges. Our research department has analyzed the addresses included in our distribution and confirmed that all mailings were sent to residences. Aside from now, the claim of errors in the distribution data was never brought up to our team. If it had been, we would have addressed it at that time. At this time we will withdraw ******************** from our collection efforts. Consumer Response /* (2000, 7, 2021/07/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Welcome Wagon's response is completely inaccurate but I will accept the resolution of cancelling the collections claim. I personally spoke with ***** multiple times. The first time, she told me to give it a few more months and contact her 3 months later to see if anything changed rather than offering any other suggestions. Basically it was an attempt to run out the time of the agreement without providing any benefit. She was more concerned if our office staff was vaccinated than why their service was ineffective and inaccurate. As a marketing company, if a client is telling you your service isn't working, I would be think they would be concerned and want a resolution. Then she insisted next time to not believe the salesman that walks in our office and to only sign a 6 month contract in the future. Afterwards I spoke with someone else from customer service who said she would look into our concerns and never followed up. Then ***** called again when the charge was disputed and I told her about the fake addresses and she ignored me and simply said she remembered talking to me and hung up. Now I have it in writing that she sent the collections agency a note saying they would have credited us for bad names, basically admitting that they knew the addresses they provided were fake. She is claiming that this is the first they've heard about the fake names/addresses but it's not. It's just the first time they are acknowledging it. Apparently they have a whole process to request a credit for bad names so this must be a common part of their scam. As far as we are concerned, Welcome Wagon has not fulfilled any obligation. Despite multiple requests for proof the mailers were even sent, they are unable to provide any sort of documentation other than a list of addresses that are invalid.

*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. ↩