ComplaintsforOutboundEngine, Inc.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I would like to discontinue using the companies service, as well as to receive an email notification that the service has ended and they will discontinue billing me.

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been trying to cancel my account with them for weeks and they do not respond. Their customer service is terrible and have hung up on my during calls. They give me the run around and make excuses on why they cant cancel my account.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  When I begun service with this company I asked them clearly if I am bound and locked into any contract, i was told no. now I am dissatisfied with the service and wanted to cancel and was told I will owe remaining months fees. this is illegal and unethical.

• Initial Complaint

  11/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I pay $230 per month....... have been trying for more than a month email/phone and not support... like all the other complaints....... promised a call back and it never happens........like the product and wanted to add IDX and had questions that need an answer......Very concerned about the similar complaints is this company going out of business......

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was told a new owner took the company over after it took me weeks to reach them. Then after giving my name they hang up. I started getting Spam subscriber a bunch of them with no names? This is a Realtor Platform for my clients and subscribers from FB etc. *********** could not keep me connected to FB but claimed they were posting, not true? They don't answer emails anymore either? I'm not sure what happen but it's a WASTE of MONEY now. I was told I would go into a Cube now so they don't know when someone can call you back. I called them on Monday & the recording said closed? I pay $149 a month but on 9/29/2023 they starting taking $175 from my auto pay & no email receipt? I never got a receipt for 9/29/23 from Outboundengine as I do every month or noticed of increase monthly fee? Part of the fee includes that I can request via email to have them post about my new listings etc.. now they don't answer emails or post your listings at all as promised? I called 10 times in one day, 3 people just hang up on me, 1 lady ask my name then hang up on me, several said someone would call me back but not sure when- this has been going on for about 3 months now- They can't even keep my post connected to my ******** page I get notices daily saying I need to reconnect to FB ? I call & if i can reach someone, they reconnected while I'm on phone & 2 hours later connection lost-so there not posting any ******** posts as I was promised that is what I pay for? I just went through my FB and no posts by them in months, that is what I pay for-When I called today I asked why am I getting tons of subscribers with no names etc.. I was told they signed me up for SPAM, what this is my platform my Realtor business. I never gave permission to enroll me in there SPAM? I want the last 6 months refunded to me, it's fair & I'm cancelling also. I trusted them, I paid for a service I did not get. I tried communication, nothing? $149 X 5=$745 $175 X 1= $920 Products used:it's a business platform

• Initial Complaint

  10/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have requested my account be canceled effectively immediately I have emailed MANY times 10/11, 10/12/2023, 10/13 and 10/17/2023. I had an appointment scheduled with a solutions specialist but he never called me for my appointment time.I have called in the last 6 days 10+times and have been told repeatedly that someone will call me back. I keep being told that a solutions specialist is unavailable to talk and that they will escalate my account so someone will call me BUT they never call. I have requested to speak with a manager or someone with any authority to make decisions and cancel my account. The call center will not transfer the call or make any effort to help. BUYER BEWARE. VERY POOR MGMT and COMMUNICATION. My contract period is done. I have no desire to continue with this company.

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Horrible customer service, I have made a number attempts to request that they cancel my service well within the timeframe outlined within their contract. Every time I call they advised that a ******** will reach out to me to process the cancelation but I have have never received a call. I have also sent emails and no one responds. I have been debited over $533.00 from the time I requested the cancelation and had to dispute the charges with bank. Buyer beware. Not happy, this seems criminal at this point.

  Business response

  09/21/2023

  We have resolved this with **************** over the phone!

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  The service this company provides is a contact to my database of existing customers. Their service includes a periodic newsletter sent out by email along with tracking features, posting to social media, etc. On August 8, I noticed the email was only going to about 200 of my customers, my database includes over ****. I requested an explanation for so few emails going out and they said this was due to a number of reasons, like opt outs, ISP blocking, spam filters, etc. I responded and asked for cancellation of my account, the monthly cost if not worth it for me for only 200 emails. The cost is $179 per month. They did not respond and charged me the monthly fee again, I called them and the representative I spoke to said they had my emails on file but in order to cancel my account I'd have to speak with someone from a different team. They said I'd get a call within 5 business days. This was 3 weeks ago and still no call. I requested a chargeback from my credit card company and sent them an email advising them of this fact and still no phone call, no email and they are continuing to keep the service active.

  Business response

  09/26/2023

  Hello Art, 

  We apologize for the issues you've had up until this point, we have gone ahead and closed out your account here. We wish you the best moving forward and you not have any further billing from us!

  Customer response

  09/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I appreciate BBB's effort in solving my issue with Outbound Engine. 

  It is disappointing Outbound Engine ignored my requests to cancel their service multiple times, forcing me to request a charge-back from my credit card company and involving the Better Business Bureau.  

  Regards,
  
  Art ********

  Customer response

  10/19/2023

  Complaint: 20584465
  
  I am rejecting this response because:

  Outbound Engine has NOT cancelled my account and have continued to send newsletters to my customers.  

  I would like an official email from Outbound Engine confirming the cancellation.  

  
  Regards,
  
  Art ********

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have tried multiple times over the last couple of months to get ANYONE (from CEO to Janitor) at Outbound Engine to call me back. I see that I am in NO WAY ALONE in this poor customer service issue as their reviews mostly complain about this issue. How do they still have a positive BBB rating?

  Business response

  09/13/2023

  We have resolved this with ******************** over the phone and the account has been closed.

  Customer response

  09/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************

• Initial Complaint

  09/06/2023

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  I've been attempting to cancel my account for the past 8 days. I've emailed & called multiple times. The last call I made was on 9/5/23 and I was told that I have to speak to a resolutions representative to cancel my account. I was told they are all busy and behind and that someone would call me. That was the 3rd call I've made and been told the exact same thing, but no one has contacted me thus far and I've had no response on my email cancellation requests. I find it very deceptive that if you want to sign up for account, it's super easy to reach a representative. But, if you want to cancel your account, ********************** is too busy to help you with that.

  Business response

  09/11/2023

  ***************, it looks like your account has been flagged for cancellation in our system. I am seeing your first request was made via email 8/30/23. All requests do require a 30 day notice in order to process a termination of the account. We have received your request via email which we emailed back letting you know on 8/31/23. We apologize for the delays and communication you mentioned however I can assure the cancellation request was noted on the account and will be cancelled within 30 days. Please do let us know if we can help with anything else at this time!  

  Customer response

  09/12/2023

  Complaint: 20562690
  
  I am rejecting this response because: This is not what the only initial email response stated (see attached copy of the email response from Outbound Engine on 8/31) or what I was told when I placed multiple calls. I was specifically told 3 times on the phone that my account could not be cancelled until I spoke to a "resolutions representative" who would be calling me back. I have never received a call back and the email response (attached and copied below) on 8/31 states the same criteria. I am requesting a written response that the account has been cancelled.

  Hi,
  To ensure compliance as a subscription software service, all changes to your account (including product or service adjustments) need to be handled on the phone with our account management team. 
  Until we speak on the phone we will continue to provide the marketing in your current package so there is no service interruption. You can also call us directly at **************.
  
  *****************************
  Support Specialist / Elm Street
  ************** p
  ********************************
  elmstreet.com
  

  Regards,
  
  *********************

*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. ↩