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:07/14/2026

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  The service provided by Marathon Data was initially set up through REMOVEDscience, which was supplying our company Pest Gurus with Chemicals to sell to the public. The manufacturer REMOVEDdecided they did not want us selling their product after a decade to the public anymore, Dows reasoning of there cancellation letter to us was due to our company Pest Gurus using to much product with each customer for their termite baiting stations. Even though we followed all State, Federal and manufacturer label guidelines. We immediately contacted Work Wave and told them to cancel any further service as we no longer a distributor for REMOVED. I even sent a email which I have. The only reason we were using Work Wave was for the reporting of the sales and renewals of product supplied by REMOVED. Dow told us that using this 3 rd party Work Wave was the only way we could do business with REMOVED. So even after speaking with the cancellation department I kept getting invoices and different stories from different REMOVEDwhenever I called in as to why we couldnt cancel. Even spoke to a manager REMOVEDthat told me he would handle the cancellation.Still kept getting emails with bills. Still making phone calls till I said enough!A few months back the first collection company called and I showed him all email correspondence with employees at Marathon and his response ended. No further emails to us, nothing. Now about a month later I have a new creditor contacting me requesting the same information. This new firm REMOVED

  

  Business Response

  Date: 07/29/2026

  Hi REMOVED- We reached out to you directly to come to a resolution.

  Customer Answer

  Date: 08/10/2026

  
  Complaint: 25049367
  
  I am rejecting this response because:  

  The company is being very slow in responding back to us. I will respond and they wait a few days getting back to me. I respond, they wait a few more days. At this point Im waiting for them to send an invoice as we agreed to a 50% payment over something that we should not have to pay for just to get it off my desk. I guess this is the new American normality, to pay for services that you arent receiving or get hassled by creditors. As soon as I get it resolved I will send you an email with the status.

  Thanks for your help.

  I thought I sent you a reply from your first email response but I see it did not.

  Have a great weekend 

  
  
  
  
  Regards,
  
  REMOVED

  

  Business Response

  Date: 08/18/2026

  Hi REMOVED,
  
  We apologize for the wait and understand your desire to get this resolved quickly. We appreciate your patience and understanding.
  
  A representative will be reaching out to conclude this matter.

  Customer Answer

  Date: 08/31/2026

  The representative that the company Workwave said would get in in contact with me, ended up being a collection agency that they sent the matter too. We split the difference of the cost, which I still do not feel comfortable with, but to get it off my plate I went ahead and paid it and moving on. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Regards,
  
  REMOVED

• Initial Complaint

  Date:05/06/2026

  Type:Billing 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.

  Real Green / Workwave was notified via email not to auto renew subscription. They ignored and continued billing. I have repeatedly requested to discontinue billing me, and they still continue. Their software doesn't even function correctly. Customers don't get billed correctly, and customers get skipped on their routing program, which is the sole purpose of having their software in the first place. I have spoken to managers and managers managers and nothing is being done and they still continue to ignore my request and continue billing.

  

  Business Response

  Date: 05/08/2026

  Hi REMOVED - I'll be sure to share your feedback with our finance team who will take a look into your account. 

  Customer Answer

  Date: 05/08/2026

  
  
  Complaint: REMOVED
  
  
  
  I am rejecting this response because: nothing has been resolved. Workwave/ RealGreen is still telling me they'l look into it. This response has been given before and is just a way for Workwave to postpone anything, and continue billing fraudulently. Discontinuing billing should not take more than a month, let alone over a year. 
  
  
  
  
  
  
  
  Regards,
  
  
  
  REMOVED REMOVED

  

  Business Response

  Date: 05/26/2026

  According to our records, this has been resolved directly with the customer. 

  Customer Answer

  Date: 06/01/2026

  
  
  Complaint: REMOVED
  
  
  
  I am rejecting this response because:

  They threatened to SUE me, and ordered a cease and desist on ME to stop contacting them... I've been contacting them for MONTHS to just cancel my account.
  
  
  
  
  
  Regards,
  
  
  
  REMOVED

• Initial Complaint

  Date:05/04/2026

  Type:Customer Service 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 am filing a complaint against WorkWave regarding the failed implementation of REMOVEDAssistant 5 and the significant negative impact it has had on my business.I have been a long-time customer, successfully transitioning from ServiceCEO to WorkWaves Service platform in 2018. However, in 2025 I was required to migrate to REMOVEDService Assistant 5. This transition was presented as smooth and comparable to my prior experience, which was not the REMOVEDcomplete the transition, I hired outside assistance and spent approximately $11,000 on implementation. Despite this investment, the system never functioned properly for my business. My customer database had to be uploaded three separate times due to system failures, resulting in repeated data loss and operational disruption.Additionally, the product delivered did not match the functionality demonstrated during the sales process. In my experience, the system is overly complex and inefficient, requiring an excessive number of steps to complete basic tasks such as scheduling jobs or recording payments. It appears to be designed for large organizations with separate departments, not small owner-operated businesses.I also experienced ongoing support issues. I spent extensive time, often multiple hours per day over several months, working with support teams via phone and screen sharing, but the core problems were never REMOVEDa result, my business operations were severely impacted. I lost the ability to efficiently communicate with clients, send review requests, and manage scheduling digitally. I was forced to rely on paper records, which led to lost revenue and strained customer relationships built over many years.Desired Resolution:I am requesting reimbursement for implementation-related costs and a formal review of this products suitability for small business users. I would also like acknowledgment of the issues experienced and a clear path to resolution or alternative solution.

  

  Business Response

  Date: 05/27/2026

  Hi REMOVED- Thanks for your feedback and for flagging your current experience - we have passed this along to your account team who will take a more detailed look into your account. 

  Customer Answer

  Date: 06/02/2026

  Complaint: 24814262

  I am rejecting this response because the business has failed to address the core operational failures of REMOVEDAssistant 5 and the financial damages caused by this forced migration.

  To resolve this matter, I require the following actions from WorkWave:
  1) A full refund of all implementation and software fees.
  2) Immediate cessation of all current and future collection efforts.
  3) Formal termination of our contract without penalty.
  
  The product delivered was fundamentally unusable for an owner-operated small business, resulting in significant data loss and forcing my operations back to paper records.
  I stand by the factual account of the system failures and severe business disruption detailed in my initial complaint. If a mutually acceptable resolution cannot be reached through the BBB, I am fully prepared to publish the comprehensive, un-shortened documentation of this software's performance failures on all relevant public and industry platforms.

  REMOVED
  Owner/Operator of REMOVEDsince 2004

   

  

  Business Response

  Date: 06/18/2026

  Hi REMOVED- We apologize for the delay, and are meeting with the team to review your account again, in more detail, early next week. We will reach out with next steps asap. 

  Customer Answer

  Date: 07/10/2026

  
  Complaint: 24814262
  
  I am rejecting this response because:
  
  I am rejecting the business's response because their platform failed entirely to deliver the functionality promised, resulting in severe financial and operational damage to my company.
  WorkWave/REMOVED's Service Assistant 5 was unable to provide software that a small business owner could use efficiently. Instead of streamlining operations, the system required an exorbitant amount of time to manage basic tasks like scheduling, job tracking, and payment processing. Despite investing over $11,000 in implementation costs and spending months working full days alongside their support teams, the software never reached a functional or useful state.The implementation process was plagued by systemic failures, including requiring my customer database to be re-uploaded three separate times, which repeatedly wiped out critical data updates and caused massive operational disruptions.
  Recognizing that trusting their sales promises was a catastrophic mistake, I have since migrated to an alternative software. This new platform is less expensive, far more practical, and allows me to manage transactions and scheduling in a fraction of the time with automated paymentsproving that WorkWaves system is fundamentally flawed for a business of my scale.
  Despite their total failure to deliver a working product,and the extensive time and money I wasted attempting to make it work, WorkWave has refused to take accountability. Not only are they failing to rectify the situation, but they have also aggressively attempted to collect further payments and recently referred my account to a collections agency.
  This failed deployment caused severe hardship to a business I have proudly built and operated since 2004. It disrupted service to a loyal customer base of over REMOVEDclients, forced me back to inefficient paper records, and caused direct revenue loss and strained relationships. Because of WorkWave's broken product and failed support, I am now thousands of dollars in debt and forced to actively rebuild my clientele after losing numerous long-term accounts to competitors.
  I maintain my demand for a full reimbursement of my implementation costs and a complete dismissal of any alleged outstanding balances. 

  Please, expedite the posting of this reply so that it can be seen by the public immediately. 

  Regards,
  
  REMOVED

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair 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.

  We have been customers of REMOVEDfor about 30 years. Upon Workwave taking over the software has been ibismal. We are locked into year contracts and must have a card on file to be a customer. They are not providing its customers with what we are paying for. Our sales season is very short. Realgreens software since February has been unable to fix their own bugs specifically around linked documents. The images fall off every update they do followed by weeks of "we are trying our best." We have even been directed to a REMOVEDhelp manual link to fix a realgreen problem they created. We then had to spend $5,000 on outside tech support to fix What realgreens tech support (Developers of the software) cant fix after they break it... REMOVEDcustomers have intermittently not been able to send customer estimates for 55 days since February. They are not holding up their end of the contract. There's a class action lawsuit in the works with other companies calling realgreen customers to get them to switch to their company leading me to believe there's also a data leak of some sort. This company has forced its customers to use only their company's leading them to charge inflated pricing on mandatory services like credit card processing. They have not lived up to they're end of the contract. It is not about the money we spend, its about the image we are portraying to our potential customers when we are un able to send an estimate branded specifically for our companies. I have turned here because i don't want to have to take these folks to court but we have been forced to obtain council. I was hoping this could have been handled differently but have been backed into a corner. Im want this issue addressed as the outcome or should be compensated for the potential loss of business, damage reputation, breech of contract, and unfair business practices for the past 3 years.

  

  Business Response

  Date: 06/13/2025

  Hi REMOVED- We passed your feedback along to the team who is committed to working with you on a solution here. They reached out to schedule a meeting with you to further discuss. 

• Initial Complaint

  Date:05/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Purchased WorkWave's PestPac software in 2021 for business.Added paid features for customer communication included email and text to clients.Fall 2023 the text function stopped working.I use this to notify customers about upcoming service. I reported to WorkWave in Oct. 2023 the text not working.They opened a work ticket, required I continue to pay for the service, & stated the issue is with their SMS software and it would be fixed soon.I had good faith they would fix REMOVEDsaid they would financially make it REMOVEDthe mean time I was loosing clients due to communication issues. I am small business and this service is important to help me keep overhead down and grow.I was reporting this issue regularly to WorkWave and they strung me along promising it would fixed all the while continuing to charge REMOVEDOct 2024 I was told the software PestPac Lite would be terminated and new version (with a much higher prices tag of $600 instead of $250) would be required to REMOVEDthe time I thought OK I do not have options due the amount of time it takes to set up new software and I believed they would provide a good production.The new software rolls out (requiring new annual contract) & to pay up front to start new upgrade & 9 week training. I signed the contract and attended a few trainings.The upgrade was not what was promised. The software is not user friendly and the training requirement is not what was REMOVEDthis point I was reporting the issues to the WorkWave representative who up sold me. Unbeknowest to me he was no longer with the company and there was zero follow up from WorkWave. During this time I am trying to operate my business and have no software support.This went on for over a month and I had no choice to find another option so my business would not fail. When I was finally able to reach WorkWave they would not release annual contract, are requiring $600 monthly payment, or they will report me to third part collections.

  

  Business Response

  Date: 05/13/2025

  Hi REMOVED- We appreciate you taking the time to share your feedback. Our team has worked with you directly on a mutually-agreed upon resolution. 

  Customer Answer

  Date: 05/14/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Regards,
  
  REMOVED

• Initial Complaint

  Date:04/29/2025

  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.

  We signed up for service with pest pack/work wave in March under an assumption they would be able to get our agreements to our liking to go out to customers. After signing up, they laid off our manager/representative and we were unaware of this for over week and a half while they were billing us when finally reaching out to somebody they knew nothing about our agreement for which we signed upfor and when questioning them about it, they were unresponsive. We tried multiple times to get a hold of somebody they gave us an account manager that responded one time through a text and was unresponsive after that with both account managers they assigned us to. We asked for a refund and canceling service due to the lack of service and what we signed up for one of the managers agreed onthe refund and to get our account closed now they are trying to charge us for a full years agreement and continuously charging our card When trying to reach out to somebody it impossible to get a hold a person. For three weeks I have called on status of refund and they said it was in finance and a refund will be issued and now they are saying no refund will be given because their account manager said they never said that in which they did also their main service support team said a refund was onits way and waiting to be issued. These people are unethical and not delivering what was promised when we signed up we would like a refund as soon as possible and the account closed

  

  Business Response

  Date: 05/02/2025

  Hi REMOVED- Thank you for sharing your feedback, we have passed this along to the team who is looking into your account. 

  Customer Answer

  Date: 05/02/2025

  
  Complaint: 23263898
  
  I am rejecting this response because they say this all the time with no one reaching out at all. All false statements being made by this organization. They should be really ashamed on what they are doing to people. Probably one of the most unethical companies Ive ever dealt with.
  
  
  Regards,
  
  REMOVED

  

  Business Response

  Date: 05/15/2025

  Hi REMOVED- We appreciate your feedback and have passed it along to the team who took a look into your account history and contract terms, and there is unfortunately no record of a refund in our system. It does look like there were a few unattended implementation meetings, which are important to attend when it comes to learning the software in the most efficient way. 

  Customer Answer

  Date: 05/15/2025

  
  Complaint: 23263898
  
  I am rejecting this response because we did not get what we signed up for and your managers. REMOVEDstated he would get a refund sent to us. You guys dont answer phones or reply by email at all, but we did not get what we signed up for it Is not our fault you laid off people in the organization.
  
  
  
  Regards,
  
  REMOVED

• Initial Complaint

  Date:05/30/2024

  Type:Service or Repair 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.

  In short, I have not been a real green user since January 17 of this year. I was billed erroneously for REMOVEDat the beginning of May. I have asked for weeks to have this charge reversed by WorkWave.To explain myself further, I was a REMOVEDfranchisee (#REMOVED) and sold my location to #REMOVED. On March 6, I notified Heroes and WorkWave that I was receiving erroneous deposits from my location that I no longer owned. It took over a month for this situation to be resolved due to lack of interest and response from your team at WorkWave. I've attached the entire email chain related to this problem. On May 4, I woke up to find a charge from WorkWave of $REMOVEDagainst my bank account for payment processing. I have no account at REMOVED, so this shouldn't happen. I immediately emailed the WorkWave team to have the charge reversed and billed to the correct people. For 3 weeks, I have been trying to get someone to respond to say how this is being handled, and I cannot get one. REMOVEDhas been completely unresponsive in that time, and I have talked to multiple members of the support team over the phone who claim he is the only person who can help me. Today someone gave me your contact info to try to solve this problem, and I hope you can. Please email me back or give me a call at REMOVED.

  

  Business Response

  Date: 05/31/2024

  Hi REMOVED- Thanks for reaching out, we passed this along to our team who will be getting in touch with you asap.

• Initial Complaint

  Date:03/12/2024

  Type:Service or Repair 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 sat through a demo which turned into a high pressure sales pitch very quickly( offer ends at midnight SIGN NOW) and signed on for real green thinking I had made the correct move for my small business I was lied to repeatedly during the sales pitch. I was told everything I needed was included in the monthly price which it indeed was not then was told I cant use X feature without X feature, all of which increased my monthly payment. One of the main features the salesman mentioned that had sold me on the software had been discontinued for a few years according to the support team when I asked why I couldnt get it to work. When I brought all of this to the attention of a manager to try and get them to make things right I was told ohh well you signed the contract alreadyThis same manager told me he was going to go back and listen to the calls to see what was promised by the salesman and if i was lied to, they would terminate the signed contract. It has been 3 weeks now and i have not heard from anybody at this company.I do not remember the managers name. REMOVEDwas REMOVEDI am not longer using this software and am seeking to get out of this contract as I was lied to and preyed on by a commission hungry salesman and the monthly fee which was once feasible for a small 1 person business is no longer. I have talked to MANY people with a similar experience.

  

  Business Response

  Date: 03/22/2024

  According to records from his account team, REMOVEDwas approached by REMOVEDwho was seeking its REMOVEDsoftware. WorkWave offered a promo which is industry standard, and the contract which outlines terms and payment, was signed on 1/19/24, with additional functionality added and signed off on on 2/15/24. Our records show no issues during onboarding, and no record of misinforming of certain features. We have record of our team reaching out to him twice on 3/8/23, 3/12, 3/13 and previously throughout February as well to further discuss.

  Customer Answer

  Date: 03/22/2024

  
  Complaint: 21420548
  
  I am rejecting this response because:
  
   I was lied to during the original sales pitch.  If you actually record the calls go back and listen to them. If the salesman had been upfront about what was and wasnt included, I wouldnt have signed on as the cost was significantly higher than my current CRM software. I was told everything I wanted/needed was included in the sales call for the $325 a month. It wasnt. I was told there was a referral tracking program which it turns out had been discontinued for 2 years according to a member of the support team. After I voiced my frustration with a manager who told me he would listen to the calls to see what was promised, I never received a follow up. Real Green/work wave didnt make any effort to reach out to me again until I submitted my complaint with the BBB. Whats sad is Ive had about a dozen people share similar experiences with me after posting my frustrations on social media.
  

• Initial Complaint

  Date:03/11/2024

  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.

  I put an add on REMOVEDto try to ow lawns for an attempt to workand I did 3 lawns and the add came off and I suffer from a serious mental disability and I was trying to help my self.workwave contacted me with an extremely pushy salesman trying to sell software that I don't even know how to use but my 12 year old was with me and I said ok tried to cancel it the next day then they kept billing me after I canceled it and I wasn't even mowing lawns now a creditor is asking for REMOVEDlol and I own nothing I live along the poverty level and they would not cancel me out after I asked them to

  

  Business Response

  Date: 03/22/2024

  Hi REMOVED-We have passed this along to your account team who is taking a look into your account history and signed contract terms. 

• Initial Complaint

  Date:11/01/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 agreed to start using "REMOVED" software for my tree and lawn company. around june 2023.The people dont answer phones it takes weeks to get replies to emails sometimes not at all. So after waiting over a month to get access to the software my password and login did not work.so i contacted them and about a month later and multiple emails phone calls they gave me a functional password. when i get into the software it would not allow me to input clients into the system as it would give a "invalid format" error when trying to put in the zip code. So I was never able to use it in anyway at all. when i contacted them about the error they wanted me to help troubleshoot the software which i am a business owner i do not have time to waste fixing someones products. so they just did nothing and kept charging me. so i called and complained to the new account manager ulyssess. he said to send a letter stating i would like a refund for my previous payments and that i would like to suspend service. I did this weeks ago and they are still charging me. I tried to call their accounting no one answered. I have spent a lot of extra time with this whole situation and it has been of zero use. I wont pay for something that does not work. they are charging me a monthly fee of 190 dollars and this is the 3rd month of charges and i told them to stop. they have not and now i feel they are going to try and keep my money for something that has not functioned since day 1. I want my money back I want them to stop charging me i want them to stop my service with them.

  

  Business Response

  Date: 12/06/2023

  We passed this along to our team and according to their records, the three-month suspension we offered to make sure he was set up properly, was rejected by REMOVED. Onboarding sessions were also rejected by REMOVED, as well as our WorkWave University online learning sessions to help aid in the onboarding process. According to his contract, if the customer completes software onboarding within 60 days of the effective start date on this PO, WorkWave shall waive its standard onboarding fee. He did not complete or start onboarding within this timeframe. He was also asked if he knew that he was declining the follow up calls with our team due to him being too busy, and he confirmed that he understood. Our records also indicate he was sent login information on June 5th, and August 11th, where the team offered to do a complimentary follow-up call which was never utilized by REMOVED Our contracts are for one-year terms, which he signed.

  Customer Answer

  Date: 12/08/2023

  
  Complaint: 20809689
  
  I am rejecting this response because:

  They are being selective about the details.  All calls I tried to return were sent to a voicemail.  They did not return these voicemail.  I cannot take a meeting when I am in a tree at some random day and time.  They made no appointments to talk to me just random calls.  They stand behind these emails that were sent to the wrong email addresses.  I didn't get a login until August 11th!  Then the software had an error invalid format in the zip codes which prevented any inputing of clients.  My support call was in October after I asked to cancel... that was needed in august.  How exactly is this an acceptable time to wait for the software to be functional.  They say I refused help? No I refused to take the help while I am in the field there is a big distinction.  And this is my point they are leaving out details on purpose.  

  So many details are left out of their response.  This is absurd.  

  
  
  
  Regards,
  
  REMOVED

  

  Business Response

  Date: 12/18/2023

  The WorkWave team is working with REMOVEDto come to a mutually agreed upon resolution.

  Customer Answer

  Date: 01/03/2024

  
  Complaint: 20809689
  
  I am rejecting this response because:
  They have stated they are working toward a resolution.  That resolution is that they keep my money paid and they don't charge me for the rest.   Though they were going to try and see if they would refund some of my money so it doesn't burn a bridge between us.  I don't think they have earned a REMOVEDof that money.   But for the sake of not having g to keep wasting my time as well I just want to be done with it.  I have over 10 hours in trying to get a refund for something that was not my doing.   While the REMOVEDor REMOVEDis trying very hard he is having to fight with other people there to try and get more for me though.  I have never seen a company fail this bad and try so hard to keep money they did not earn or deserve.  They refuse to refund me any money and are strong arming me into agreeing to just be let out of the remainder of the contract which they keep trying to charge me and put me in collections while this is going on even now.  I had to cancel my business bank card and redo all my autopays to other businesses just to stop them from taking more of my money.  This was after i notified them to not charge me again in writing via email to the account manager which they did charge me a month later and now are trying to keep that money too.
  
  
  Regards,
  
  REMOVED

  

  Business Response

  Date: 01/05/2024

  Our team worked with REMOVEDto come to a compromise that the team felt was fair based on the contract he signed, and we plan to stick with our compromise and hold him to the rest of his contract.

  Customer Answer

  Date: 01/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me as long as it is followed through on.  There has been no timeline as to when this will be confirmed and followed through on.
  
  Regards,
  
  REMOVED

  Customer Answer

  Date: 01/07/2024

  
  Complaint: 20809689
  
  I am rejecting this response because: there is ongoing resolution details that have not been confirmed.  there is a person at workwave helping me named Hosem and until I hear some sort of response from him i cant accept this nor would i.  i will not pay them more money thats ridiculous.
  
  
  
  Regards,
  
  REMOVED

  Customer Answer

  Date: 01/08/2024

  
  Complaint: 20809689
  
  I am rejecting this response because: I am working with Hosem at workwave.  he and I have been in communication trying to resolve this.  During my discussion with him it was told to me that he had gotten them to let me out of my agreement and would try and get me some of my money back.  this was after all the details were revealed about workwave saying i refused their implementation when i was being called randomly and the last one was I was in a tree trimming it 30 feet up and the lady called named REMOVEDand started saying if you dont do implementation now your refusing our help and i went on to say im not refuseing i am in a tree i cant right now.  this was all unscheduled and after i requested a new person to help me with implementation as the orignal person talked over me non stop and i cant do that.  now here i am REMOVEDhas thrown me under the bus.  So hosem contact REMOVEDthrough the REMOVEDor whatever is used in company.  She would not respond to him on there as he called her out on this stuff and she called him to talk to him so she would not get in trouble.  then it was discovered that REMOVEDis REMOVEDboss the one i complained about and it was speculated that REMOVEDgot upset because i was unhappy with REMOVEDthen proceeded to railroad me and give me zero implementation and then put in that i refused their help!! why on earth would i refuse someones help with a program i got to help my business that costs me almost 200 a month.  ask yourself would i just refuse??!! 

  I am a really nice guy and this has been a terrible experience and now they want to keep my money and try to charge me more and no one is communicating there.  they offer me one thing and i agree then they turn around and say we are holding you to the agreement now.  now again no one is answering the phone and here it is REMOVEDand i bought the software in may 2023 and i never got to use it or have it be a help to my company.   I am stunned at the lack of communication between them.
  
  
  
  Regards,
  
  REMOVED

  

  Business Response

  Date: 01/16/2024

  Our team worked with REMOVEDto come to a mutually agreed upon resolution. 

  Customer Answer

  Date: 01/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.  The person there REMOVEDworked really hard to get this sorted out.  I appreciate the hard work he did to keep me from continuing this.
  
  Regards,
  
  REMOVED