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:05/16/2024

  Type:Sales and Advertising 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.

  I purchased the REI Automated program online that came with a 90-day money back guarantee. The 90-days in the original contract would be ending on 5/23/2024, which as of this writing is in 10 days. On 5/6/2024, I had voiced a desire to a refund at the end of the 90 days due to the program not meeting the expected results. It was heavily recommended to me that I sign up for the new product which would cost $200 for 60 days but an additional $400 monthly thereafter. I hesitated because of the additional investment and not convinced of its value, since I had not experienced the expected level of success in the program. It was repeated multiple times that signing up was optional. I was notified on 5/8/2024 that the company requires that I sign up for the new product and if not, the original contract would be voided. This completely contrasts with the introduction of the new product, and made me feel the business was misrepresenting the new product.I did not want to change the contract midway, especially close to the end of the 90-day period and any changes could potentially result in not meeting the new terms to qualify for a refund. Also, the original contract did not include any provisions or obligations to adopt future products. The business cited clause 14 of the original contract stating the company can terminate the contract at any time without notice. As of 5/12/2024 at 11:09 pm, I received an email that my original contract has been voided, citing my not signing up for the new product, effectively making me ineligible for the refund that was heavily marketed.In total, I paid the company $10,900 and would have reached the required marketing fee of $7500 by 5/23/24 had my contract not been voided on 5/12/2024. So far, I paid the company $10,900 and $6958.99 for marketing totaling $17,858.99 that I am no longer eligible to get back because the company voided my original contract without legitimate reason just days before my 90 days were up.

  Business Response

  Date: 06/11/2024

  To Whom It May *************************** Response to Complaint Filed by Ms. ********************************************************************************** letter addresses the complaints filed by Ms. *************************** with the Washington State ************************* (File No. ******) and the Better Business Bureau (BBB). ************************ alleges that REI Automated canceled her contract without her being in breach of it, engaged in false advertising, and demands a full refund of her payments.
  
  Complaint Overview:
  ************************** primary allegations are threefold:
  - Unjust termination of her contract.
  - False advertising related to the 90-day guarantee.
  - Demand for a full refund of her payments.
  
  1. Unjust Termination of Contract:
  ************************ claims to have received an email on May 12, 2024, stating that her contract was terminated, making her ineligible for a refund.
  
  Misunderstanding:
  On May 6th, ************************ paid $200 for the *** setup and scheduled an onboarding call. Due to an automation error, the incorrect *** was sent to her, which did not include the *** in the list of deliverables. Our team voided this incorrect *** on May 12th and promptly sent the correct **** REI Automated *** | Terms and Conditions Of Use, on May 13th (see Image 1 and Image 2). We also provided a REI Automated Professional NO *** *** as a second option. However, the email to her on May 12 voiding the incorrect *** did not terminate her contract.
  
  Clarification:
  - Termination Rights: Paragraph 14 of the original **** now reflected in Paragraph 13 of the updated **** states that the Company reserves the right to terminate access and participation at its sole discretion for reasons including but not limited to breaching the **** being uncoachable, misconduct, disruptive behavior, failure to follow program guidelines, misuse of the System, lack of timely progress, or disrespecting staff and other participants. As such, termination of her contract is well within the Company's rights under the **** Despite having ample grounds for termination listed above, we chose not to terminate her participation, as we believe in the potential for improvement and do not want to give up on our clients. **************************** allegations that such an email was sent to terminate her contract are unfounded and a clear misunderstanding.
  
  2. Alleged Forced Adoption of a New Product:
  ************************ alleges that she was forced to adopt a new product that voided her original contract.
  
  Clarification:
  - Optional Product Offer: While a new product was introduced to enhance the system, it was communicated as optional and not a requirement for fulfilling the original contract's terms. A public video was posted by ***************************** stating that this was optional and that You dont have to sign up. Participation in this new product was encouraged but not mandated. Additionally, a private video was sent to ************************ by her Client Success Manager, clearly stating this. The fact that we sent ************************ two ***s (both WITH the *** and WITHOUT the ***) as shown in Image 1 is proof of this option.
  
  3. Original Contract and 90-Day Guarantee:
  ************************ signed a contract with REI Automated on November 27, 2023, which included a 90-day guarantee starting from the date of her first lead on February 23, 2024. The guarantee period would indeed cover up to May 23, 2024. This contract specified the conditions under which she would be eligible for a refund, including spending a minimum of $7,500 on pay-per-click (PPC) marketing.
  
  As shown in the ****** PPC screenshots (Image 3), her spending was $541.79 in February, $1,990.71 in March, $94.70 in April, and $5,218.22 in May.
  
  It would not be fair to the Company if a client were to not spend any money on marketing in months 1, 2, and 3 of the program, then spend all $7,500 on ads in month 4 and then demand a refund because "it didn't work." Achieving contracts in *********** requires consistent spending on ads, time, effort, and regular communication. Not only did ************************ barely run ads in April, but more than 66% of her ad spend ($5,218.22) occurred in the last 23 days (19%) of her term. This pattern suggests that her primary goal in spending the money was not to generate leads but rather to satisfy the stipulations of the guarantee. Her intent appears to have been to meet the minimum requirements for the guarantee rather than to genuinely pursue acquiring contracts.
  
  Although not to the same extent as the example, her approach was similar, and she is expecting the Company to take responsibility for her ineffective management of marketing allocation.
  
  4. Attempt to Satisfy Guarantee Requirements:
  Modification of Terms: According to Paragraph 22 of the original agreement signed by ************************, the Company reserves the right to modify the terms of use. As per this provision, we updated the *** on April 22nd, sent a hard copy of these modifications to her via email, and posted the most up-to-date Terms of Use on our website. **************************** agreement to these terms is implicit in her continued use of the service post-modification.
  
  In Paragraph 3, the new *** clarifies that we no longer provide a Guarantee due to our inability to control external factors. An example of one of these external factors would be a client choosing to spend 66% of their advertising budget in the last 23% of their term with us.
  
  This means that ************************ was informed at least 30 days prior to the end of her service period about our intention to only provide the guarantee to those who chose the Professional tier with ***. Despite this, she attempted to qualify for the guarantee under the old (now invalid) *** by suddenly increasing her ad spend to meet the exact amount required for the guarantee.
  
  **************************** PPC agency can corroborate this sudden and substantial increase in ad spend. Such a significant and abrupt change raises concerns about the intent behind the increase. It appears to be a dishonest attempt to satisfy the old requirements of the guarantee rather than an honest effort to acquire contracts. This approach undermines the integrity of the process and the conditions set forth for the guarantee.
  
  To support ************************ effectively, we offered to waive the $200 setup fee, giving her access to our *** (for free) for 2 months, which includes a new *** that does include the very same Guarantee as her original **** While the *** effective September 1st, 2023 included a guarantee, the Company modified the *** to omit the Guarantee in the *** version that took effect on April 22nd, 2024. Every reasonable effort was made to extend the ability for ************************ to have a Guarantee (and a free *** that will help with lead management), but it was rejected.
  
  5. March 11th Interaction:
  On March 11th, ************************ met with one of the owners, *****************************, on a 'Touch Point Call' (a recorded Zoom meeting) to assess her progress. During this call:
  
  - When asked, "Overall, have you gotten the value out of REI Automated that you hoped for, and that you spent the money on?", ************************ responded, "Yeah! Yeah, I think so!"
  - When asked, "Do you intend on continuing with REI Automated?", ************************ answered, "Yes, I was thinking that I would continue."
  - Near the conclusion of the call, when asked about the cost of continuing, ************************ stated, "I'll pay another $6,800", even though the price to continue was substantially less.
  
  This interaction, along with a 5-star review left by ************************ stating, "...The information has been very valuable and most importantly, it's shifting my mindset on how to look at real estate investing," suggests that ************************ received substantial value from our services and is attempting to take advantage of our Guarantee Refund policy, which she is not eligible for.
  
  6. False Advertising Claim:
  ************************ alleges that the continued advertisement of the 90-day guarantee constitutes false advertising.
  
  Clarification:
  - Advertising Accuracy: All advertisements and communications about the 90-day guarantee accurately reflect the terms and conditions under which the guarantee is offered. The guarantee is contingent upon meeting specific performance criteria, which ************************ has not demonstrated compliance with. We have honored the guarantee with clients who have followed the prerequisites and did not receive the results we guaranteed, and we can provide recent bank statements and contracts to prove this.
  
  Conclusion and Acceptance of Partial Refund:
  The request for a full refund based on the outlined reasons in the complaints is not supported by the terms of the original **** While the *** effective September 1, 2023, included a guarantee, the conditions for this guarantee were not met by ************************. Despite extensive efforts to provide support and alternatives, ************************ did not adhere to the essential requirements for success as stipulated.
  
  Given the current circumstances and **************************** participation to date, we will be providing a partial refund for the unused time left on her account. This amount is calculated based on the remaining days of service from May 23, which is the date of her email demanding a refund. We believe this is a fair resolution given the situation and hope it underscores our commitment to fairness and customer satisfaction.
  
  Please direct any further communications or inquiries to our *********** team at *********************************.
  
  Sincerely,
  The Ops Team
  REI Automated, LLC
  

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21710192
  
  I am rejecting this response because:

  As stated in my attorneys previous message, your response is a deflection. I am seeking a refund pursuant of paragraph 3 of the **** I fulfilled my obligation in the contract. You did not. I am asking for the 4th time for you to act with integrity and refund the money I paid as stated in the contract.
  Your arguments have twisted everything into half truths and still do not address the most fundamental problem, which is forcing a client to adopt a new contract midway through their original contract.
  Unjust Termination of Contract: 
  Prior to receiving the email on 5/12/2024 stating that my contract had been voided, I received repeated texts and phone calls imploring me to sign up for the new *** product or my account would be closed (Texts). I had asked repeatedly why I would need to sign up when in the intro video it was stated that it was optional, but received no answer. The text sent by **** on 5/11 sent text stating our operations team does not have a response regarding your account and how to move forward, and for accounts like yours that are in that state right now, they WILL be closing soon. 
  The email stating contract voided was sent right after the repeat texts on 5/8, 5/9, and 5/11 that I needed to sign up for the new *** or my account would be closed
  As mentioned before, I spoke to my account manager on 5/6/2024 about my concerns with the program and he encouraged me to make an appointment to sign up for the *** just to find out more. It required $200 to make the appointment but it was not my intention to sign up. I canceled the appointment shortly after due to a family emergency and I thought I would automatically be refunded but it did not refund.
  Your argument that the contract voided email was a misunderstanding on my part does not hold water. Here are Texts with account manager on 5/11 confirming I received the correct *** with *** prior to 5/11, and I was then sent the *** without *** via email after I requested to view it with my attorney. As there was no explanation in the Voided *** email other than Needs ***. When reading this after the multiple texts pressuring me to sign up for the *** or risk account closing, one can only conclude that the *** was voided due to my not signing up for the ***. 
  Text thread on 5/11/2024:
  ****: Excellent! There are 2, one with the *** and one without
  Me: Can you send me the one without?
  ****: Sure. I believe our operations team sent you the *** for the professional service w/*** already, so you should have that one in your (redacted email) inbox. Ill ask them to send the other *** as well
  Paragraph 14 of the original *** states the company reserves the right to terminate access and participation at its sole discretion for reasons including but not limited to breaching the **** Please show evidence that I was breaching the ***, being uncoachable, misconduct, disruptive behavior, failure to follow program guidelines, misuses of the System, lack of timely progress, or disrespecting staff and other participants. I have followed all guidelines throughout my time in the program, as evidenced by my constant communication/feedback from the account manager. 
  Force adoption of new *** product: 
  The repeat texts show that I was being told to adopt the new *** or I would not be able to continue ( texts &  video ). You just made my argument for me because I asked multiple times why I needed to sign up when in the intro video we were told signing up would be optional. If signing up for the new product was indeed optional, then why did I receive so many texts, email and video including language such as:
  5/8/2024 Our operations team has asked me to reach out imploring you to consider using the ***.
  5/9/2024 I hate to press, but our operations team is really squeezing me for an answer on whether youll be moving forward with the ***Unfortunately, theyve said that they may close your account if youre unable to move forward with the ***.
  5/11/2024 our operations team does not have a response regarding your account and how to move forward, and for accounts like yours that are in that state right now, they will be closing soon.
  5/10/2024 Video response from account manager stating the following:  
  03:53 And our operations team is probably gonna look at section 14a of the contract. By the way, I hate referring to the terms of the contract, um, and I am so sorry to do that.
  04:15 Um, but in section 14a, it says that the company can remove it. for any reason at any time. Essentially.
  04:24 Um, so and that, that's probably the route that it would take if you decided to, uh, not move forward with the ***.
  04:38 Um, and not sign the new Terms of Use.
  06:20 So option one, stay where you're at in your business.
  06:37 Not move forward with the ***. Not sign our new terms of use. Uh that has the guarantee removed from it.
  06:46 Um and our our operations team is probably going to look at that section fourteen of the contract and um we may decide that uh we're not the best fit before you move it forward.
  I paid $3900 on 3/13/2024 to continue the program for another 4 months. Here is the text showing that my account was renewed for another 4 months until 7/27/2024. This shows I did not take anything out of context when the account manager stated on 5/11/2024 for accounts like yours that are in that state right now, they will be closing soon. Why would my account be closing soon when I was paid up until July 27? Why was there so much pressure to sign up for the *** in the form of repeat texts and calls? Why was I not allowed to continue with my contract until it ended before signing a new contract, either with or without the new *** product? 
  This was one of the questions I asked on 5/15/2024 but received no answer. Again, on 5/15/2024  the account manager did not state that I was sent the *** in error and did not dispute that my contract was voided. 
  Me: Its not just the *** set up fee that didnt sit right with me. Its also changing the contract midway, requiring something that was supposed to be optional (***** repeatedly said so during the intro video), pressuring me to make the change while grieving a death in the family, and voiding the contract just 10 days before my 90 days were up. How would you feel if your landlord changed your lease when its almost up and increased the rent while changing terms so you might not get your deposit back?
  ****: Understood *****. Thank you for sharing the things that are on your mind.
  Original Contract and 90-day guarantee: 
  My account manager knows very well how hard I have worked to get to 5 contracts as part of the guarantee as evidenced by the texts I received here. He affirmed my efforts through regular communication throughout the program. He never once told me I was not doing what I needed to do. Even as I was disputing why I needed to sign up for the ***, he sent me this message via video: 
  00:43 I wanted to say thank you. Thank you for responding to my messages, and for being willing to have this conversation. 
  00:50 Uhm, I have uh, some clients who, even after investing in the program, they, they don't respond! Messages, emails, phone calls, so I'm so grateful that, that you're responsive.
  Unfortunately, the program did not produce the advertised results. On top of that, the contract does not mention how the *** campaign money should be spent so your bringing it up is disingenuous. 
  ***** is framing the narrative that the *** manager he recommended I move campaign to because the previous *** manager was "underperforming," will now corroborate my sudden and substantial ad spend as if it were something nefarious (not at all the case). ***** couldnt possibly expect the same manager he recommended to provide an unbiased account, given that he admitted on a live webinar during the introduction on March 21, 2024, that he "freaking loved him" and considered him a personal friend (transcript here). Furthermore, ***** solicited clients for him during the webinar.
  Reason for gap in spending: I voiced my concerns about the program several times through the program, first on 3/14 via text and received this video response from the account manager where he reiterated the guarantee at 2:35-2:55. 
  so youll want to look at the wording of the agreement so that you make sure that you hit all of the terms of the agreement. If you do that, do you get a discount or a refund? You would get a refund. If you wanted to exercise the guarantee you would get a refund of I believe its your initial startup money, which I think was around $6,800 dollars plus the $7,500 in ad spend that you spent. Its right around $15,000 total is what you would get reimbursed to you.
  Then I voiced concerns again regarding the guarantee on 3/15 via a phone call with *****, and finally on 5/6 via phone call with the account manager.  
  On 3/15, ***** called me and discussed that my marketing manager was underperforming. He also assured me that the guarantee of 5 contracts was still in place. He mentioned the possibility of switching marketing managers but it would take more time. I decided to stay with the current marketing manager for another 2 weeks before switching. After 2 weeks, however, the leads were still not improving so I paused the campaign to try a different marketing strategy and to possibly try out the new marketing company that ***** had been encouraging some people to switch to due to the outcome he perceived with the other marketing company. 
  I attended a webinar on 3/21 hosted by ***** with the new marketing company to learn more information about them. It was encouraged that we sign up our marketing with the new company.
  On 4/19, I asked for information to restart the marketing campaign with the new company. This is the reason for the pause in the *** campaign spending. The difference in spending is in part caused by your encouragement to switch marketing companies. Based on the conversation I had with ***** in March, the webinar he hosted with the new marketing company, and additional conversations with ****, I decided to reconsider and switched to the company that ***** encouraged us to switch to, hence the gap in marketing spending as it takes time to set up with a new company and launch a new campaign. 
  I am not the only student that REI Automated called and expressed ***** (*** marketing company) underperformance and recommended they consider moving their campaign to a new company in order to improve their leads. I have on record at least one other student who had the same experience.
  Ad spend: 
  Feb 12 Campaigned launched: *** manager spent ******, they were authorized to spend $2500 each month, I had no idea why they under spent on my campaign but I did not request this and since it was my first go round and still learning, I was not aware they did so until it was too late. (see contract)
  March: $1990.71: campaign manager managed the account and had permission to spend $2500, again, I did not realize they were under spending. I paid them a management fee of $999 to manage the account and trusted they were budgeting my money accordingly. 
  April: $94.70: The month I moved *** marketing companies due to underperformance and encouragement from *****. I did pause the campaign out of concern since my leads lacked quality and ***** was confirming his lack of confidence in the company managing my campaign. I decided to switch to ****** recommended company, Conquerrr. ***** and I both understood this was going to create a delay in my starting a new campaign, thereby delaying ad spend for weeks. New campaign was launched on 4/29, turned on my ads on this day. 
  May: $5218.22: turned up the spending to make up for lost time. Nothing nefarious, simply reasoned that I will get more leads, giving me more opportunities to get contracts after taking ******* advice and changing campaign managers. Nothing in the contract language prohibits me from doing so. 
  Modification of Terms: 
  According to Paragraph 22 of the original agreement signed by ************************, the Company reserves the right to modify the terms of use. As per this provision, we updated the *** on April 22nd, sent a hard copy of these modifications to her via email, and posted the most up-to-date Terms of Use on our website. **************************** agreement to these terms is implicit in her continued use of the service post-modification. 
  No, I did not receive a hard copy or email of this. You need to show evidence of this. I did, however, receive a modification of terms on May 17th that states the Terms of Use was updated effective May 16, 2024, which I attach here. 
  This means that ************************ was informed at least 30 days prior to the end of her service period about our intention to only provide the guarantee to those who chose the Professional tier with ***. Despite this, she attempted to qualify for the guarantee under the old (now invalid) *** by suddenly increasing her ad spend to meet the exact amount required for the guarantee.
  The contract does not include language that allows for the entire agreement to be modified as long as there is notification a certain period of time prior to  the end of the service period
  **************************** *** agency can corroborate this sudden and substantial increase in ad spend. Such a significant and abrupt change raises concerns about the intent behind the increase. It appears to be a dishonest attempt to satisfy the old requirements of the guarantee rather than an honest effort to acquire contracts. This approach undermines the integrity of the process and the conditions set forth for the guarantee.
  ***** is framing the narrative that the *** manager he recommended I move campaign to because the previous *** manager was "underperforming," will now corroborate my sudden and substantial ad spend as if it were something nefarious(not all the case). ***** couldnt possibly expect the same manager he recommended to provide an unbiased account, given that he admitted on a live webinar during the introduction on March 21, 2024, that he "freaking loved him" and considered him a personal friend (transcript here). Furthermore, ***** solicited clients for him during the webinar.
  To support ************************ effectively, we offered to waive the $200 setup fee, giving her access to our *** (for free) for 2 months, which includes a new *** that does include the very same Guarantee as her original **** While the *** effective September 1st, 2023 included a guarantee, the Company modified the *** to omit the Guarantee in the *** version that took effect on April 22nd, 2024. Every reasonable effort was made to extend the ability for ************************ to have a Guarantee (and a free *** that will help with lead management), but it was rejected
  Here is the response I gave to the account manager when he texted and emailed to offer the $200 set up fee for the ***. I questioned again why the pressure to change contracts midway through my current contract, to sign up for a new product, and why I was being asked to make changes when I was close to the end of 90 days. I received no answer. If, as you said, that signing up for the *** was optional, then why so much pressure to do so?
  March 11 Interaction: This interaction, along with a 5-star review left by ************************ stating, "...The information has been very valuable and most importantly, it's shifting my mindset on how to look at real estate investing," suggests that ************************ received substantial value from our services and is attempting to take advantage of our Guarantee Refund policy, which she is not eligible for. 
  Lets put into context how REI Automated solicits their reviews. Their first attempt was during our initial training during the first 2 weeks of the introductory phase of the program, before any students experienced any negative aspects of real estate investing. It was incorporated in the training for us to leave a review. I did not participate in this solicitation because I was still new and had not seen results from the program yet, so they made a 2nd attempt for me to leave a review in exchange for a $500 discount in my next invoice. This discount was not offered to students who already left a review following the request during training. It is highly possible that many of the ****** reviews were from solicitations in exchange for a discount.
  The only reason I left a 5-star review was because I would receive $500 off my payment. On 3/11 I received a text informing me that I would receive $500 off if I gave a 5-star review. (texts attached). When asked if I would be willing to leave a 30 second video review, I declined, stating, I will do it after I get income., meaning I would be willing to do it only if the program was successful. The texts show clearly the review was transactional.
  Regarding verbal confirmation that I would continue with the program: Do you honestly think people feel comfortable giving you negative feedback when asked point blank? I had not experienced any active real estate yet during this time so stated that I would continue because I was still hopeful that I would be successful with the program. 
  ************************ alleges that the continued advertisement of the 90-day guarantee constitutes false advertising. (Screenshots of online marketing)
  The fact that REI Automated can use a clause in their contract stating that they can change the contract at any time is predatory and does constitute false advertising, because it means the guarantee never existed if they can simply change the contract or void the contract.
  Conclusion and Acceptance of Partial Refund:
  The request for a full refund based on the outlined reasons in the complaints is not supported by the terms of the original **** While the *** effective September 1, 2023, included a guarantee, the conditions for this guarantee were not met by ************************. Despite extensive efforts to provide support and alternatives, ************************ did not adhere to the essential requirements for success as stipulated.
  Given the current circumstances and **************************** participation to date, we will be providing a partial refund for the unused time left on her account. This amount is calculated based on the remaining days of service from May 23, which is the date of her email demanding a refund. We believe this is a fair resolution given the situation and hope it underscores our commitment to fairness and customer satisfaction.
  A full refund is supported pursuant the terms of  the contract executed between myself and REI Automated on November 27, 2023 (Contract here):
  The Contractual Agreement: The original contract between REI Automated and myself did not include any provisions or obligations regarding the adoption or use of future products or services introduced after the agreement was executed. Therefore, any attempt to terminate the contract based on my decision regarding the new *** product would constitute a unilateral modification of the contract terms, which I did not consent to.
  Implied Terms: Contracts are generally governed by the principle of implied terms, which refers to terms that are not expressly stated in the contract but are nevertheless understood to be part of the agreement. In this case, there is no implied term requiring me to adopt or utilize any future products or services introduced by REI Automated after the contract was formed.
  Good Faith and Fair Dealing: Every contract is subject to the implied covenant of good faith and fair dealing, which obligates both parties to act in good faith and deal fairly with each other. Terminating the contract solely based on my decision regarding the new *** product, without any contractual basis or justification, would likely be viewed as a violation of this covenant.
  Misrepresentation: If REI Automated induced me to enter into the contract by representing that I would not be obligated to use any future products or services introduced after the contract was formed, terminating the contract based on my decision regarding the new *** product could be construed as a misrepresentation or breach of contract.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/02/2024

  REI Automated, LLC
  Jul 2, 2024
  
  To Whom It May ******************* Response to Rejection of Previous Resolution by Ms. ******************************************************************* acknowledge receipt of Ms. ****************** response to our previous communication concerning her complaints filed with the Washington State ************************** the Better Business Bureau (BBB), and any other complaints that *** have been filed or are intended to be filed. This letter aims to address the points raised by ************************ comprehensively and provide clarity on the matters discussed.
  
  1. Fulfillment of Contractual Obligations:
  
  ************************ asserts that she fulfilled her obligations under Paragraph 3 of the original *** and claims REI Automated failed to do so. Both parties adhered to their respective obligations under the contract. However, **************************** actions post the *** modification necessitated clarification on the guarantee's applicability.
  
  2. Clarification on *** Adoption and Contract Termination:
  
  ************************ claims that repeated texts and emails pressured her to adopt the new ***, leading to a misunderstanding that her contract would be terminated if she did not comply.
  
  Clarification:
  
  - Voluntary *** Adoption: As previously stated, the *** adoption was introduced as an optional enhancement. The communications from our team were intended to inform ************************ of this new option and its benefits, not to coerce her into adopting it. The texts and calls were follow-*** to ensure clarity and provide support, not ultimatums.
  - Correct *** Sent: The correct ***, including the ***, was sent promptly after the initial error. Both ***s (with and without ***) were provided to ************************, demonstrating that adoption of the *** was not mandatory. The referenced texts and emails can be contextualized to reflect this intent.
  
  ************************ stated, "As there was no explanation in the Voided *** email other than 'Needs ***.' When reading this after the multiple texts pressuring me to sign up for the *** or risk account closing, one can only conclude that the *** was voided due to my not signing up for the ***." This conclusion was an assumption. While we understand why she might make such an assumption given the timing, it was an incorrect assumption. ************************ made no attempt to clarify or confirm that it was true, which led her to take course-corrective action based on misinformation.
  
  3. Original Contract, 90-Day Guarantee, and Modification of Terms:
  
  ************************ signed a contract with REI Automated on November 27, 2023. Paragraph 22 of the original agreement signed by ************************ authorizes the Company to modify the terms of use. According to this provision, we updated the *** on May 17th, notified her of these modifications via email, and posted the most up-to-date Terms of Use on our website. We never received communication stating her disagreement with the new ***, so **************************** agreement to these terms is implicit in her continued use of the service post-modification.
  
  This means that ************************ was informed of our intention to only provide the guarantee to those who chose the Professional tier with ***. Despite this, she did not sign up for the ***, and thus the guarantee is not applicable to her.
  
  4. Rebuttal to Claims of Forced Adoption and Predatory Practices:
  
  ************************ states, "The original contract between REI Automated and myself did not include any provisions or obligations regarding the adoption or use of future products or services introduced after the agreement was executed. Therefore, any attempt to terminate the contract based on my decision regarding the new *** product would constitute a unilateral modification of the contract terms, which I did not consent to."
  
  Clarification:
  
  - Contractual Right to Modify Terms: As per Paragraph 22 of the original agreement, the Company reserves the right to modify the terms of use. This provision was clearly communicated to ************************ at the outset and is a standard practice to ensure that the terms of service remain relevant and effective in a dynamic business environment.
  - Communication and Options: The updated terms were communicated to ************************ well in advance, and she was given clear options. The *** adoption was entirely optional, and she was provided with both the updated *** with *** and without ***. Her decision not to adopt the ***, while respected, meant that the updated guarantee terms applied, which no longer included the guarantee.
  - Effective Communication, Not Pressure: ************************** repeated inquiries about the necessity of adopting the *** and our consistent responses were part of our standard practice to ensure clients are fully informed and supported. This level of communication is vital for clients who might benefit from additional resources like the ***. ************************** suggestion that this constituted undue pressure misinterprets our intent to provide comprehensive support.
  - Standard Industry Practice: Updating terms of use is a common practice among many large companies to adapt to changing business environments and legal requirements. Companies like ***************** and Amazon regularly update their terms of service to reflect new features, regulatory changes, and to protect both the company and its users. These updates are standard industry practice and are designed to ensure that the services provided remain relevant and compliant with current laws and standards.
  
  Conclusion and Resolution Options:
  
  At REI Automated, we are committed to providing exceptional service and ensuring every client feels valued and supported. We strive to help all our clients achieve their real estate investing goals and want to ensure they have a positive experience with our company. Our intent is never to leave a client dissatisfied, and we are keen to resolve this matter amicably.
  
  Given the circumstances and ************************** participation, we propose the following options for resolution:
  
  - Partial Refund: We will provide a partial refund for the unused time left on her account. This refund is calculated based on the remaining days of service from May 23, 2024, the date of her email demanding a refund. We believe this resolution is fair and reflects our commitment to fairness and customer satisfaction.
  - Full Refund in Installments: We will provide a full refund if ************************ agrees to receive it in installments over a reasonable timeframe, not exceeding one year. Given the nature of our services and the resources allocated over time, it would be unreasonable for the Company to provide a full upfront reimbursement. Consequently, refunds *** be issued within a reasonable timeframe to balance both parties' interests. Additionally, we will not be reimbursing ************************ for her ad spend. This decision is based on the poor allocation of her marketing budget, where a substantial amount was spent towards the end of the term, undermining the effectiveness of a consistent advertising strategy.
  - Extended Service: We will provide ************************ with an additional 6 months of free use of REI Automated, including the *** and access to her Client Success Manager, to ensure she achieves the success she desires. This extended service is designed to offer her the comprehensive support and tools she needs to meet her real estate investing goals, leveraging the full capabilities of our platform and team expertise. We believe that with continued use of our enhanced resources, ************************ can achieve the outcomes she initially sought. This offer demonstrates our dedication to her success and our willingness to go above and beyond to support our clients.
  
  Please direct any further communications or inquiries to our *********** team at *********************************.
  
  Sincerely,
  The Ops Team
  REI Automated, LLC