ComplaintsforRevver, Inc.

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My organization, a small organization of 5 employees called the San Joaquin Area Flood Control Agency (SJAFCA), signed up for 3-year contract to use eFile Cabinet services in November 2021 at cost of $4645 per year. The staff who actually led the effort to subscribe to use the eFile Cabinet services received a few hours of online training, along with a couple of other folks in the organization. After migrating some data to eFile and then Rubex, my staff found that the set up and architecture just wasn't a fit for our small organization. Meanwhile, the lead staff left SJAFCA a few months after the sign up. When his replacement was hired on, we found that efile Cabinet/Rubex Program was just oversized for our small organization. When contacted, my staff told eFile Cabinet Customer Service representative that we would like to discontinue the subscription service immediately. Efile's response was "an agreement is an agreement; so you must keep paying us. If you want to discontinue the service, you must pay fully for the remaining two years on the service contract whether used or not." So, for the past few months, eFile Cabinet have been calling us, harassing my colleagues and threatening us with adverse collection action. Their subscription program might be good for other organizations, but it is not a fit for our small entity.

  

  Business response

  07/05/2023

  Dear *****,

  We are happy to respond to your inquiry through the BBB service.  After researching your account and all prior communications, we were able to outline the following timeline of events:
  
  - In December 2021, you personally signed a 3 year contract to utilize our software.
  - We conducted a minimum of 4 training sessions during your first month of service (December 2021-January 2022).
  - 5 months later in May of 2022, you reached out to let us know that two users had left your company and you asked for help to get them removed from our system, which we were happy to assist you with. No request for any additional help or assistance was made at that time.
  - In September 2022, we contacted you to provide additional training for your current team and during the training session we also introduced you to other resources that were available to you and your users. 
  - In April 2023 we received your request to cancel the remaining part of your contract.  Our Chief Customer Officer responded to you via email in May 2023 and offered to start over by providing a complete training and implementation with your new team and to train up additional parts of your business - The idea being that you could use the licenses you own in a different way than originally intended when purchased. No other correspondence has occurred since - outside of our automated system. 
  
  With this timeline of events being considered, we recognize that you do still have the remainder of your original 3 year contract in place. If a payment becomes past due, our system is designed to send auto-generated emails as a reminder to our customers of any outstanding invoices. We do not find these emails to be harassing or threatening communications and would never subject our customers to anything of that nature.  We would love to find a way for you to continue to use the software, and fulfil the contract if possible and would be happy to meet and talk through this situation as your schedule allows.

  Please don't hesitate to reach out to us directly with any questions or concerns. We are also happy to continue this correspondence through the BBB service if you prefer. 

  Many thanks, 

  Revver Chief Customer Officer

  Customer response

  07/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: after exhaustive evaluation by our team, we have determined that the eFileCabinet is not a fit for our very small-size organization.  Offering additional training is not going to magically transform the size of our organization to make it cost-effective or cost-efficient to deploy the eFileCabinet suite of software services.  We, therefore, respectfully request eFileCabinet to discontinue the services, terminate the Agreement signed on 12/27/21 consistent with multiple requests in the past, and cease sending us any billing statement related to this Agreement.    
  
  Sincerely,
  ***** *****
  

  

  Business response

  07/25/2023

  *****,
  
  As previously mentioned, you personally signed an agreement with us for use of our software for the subscription term of 3 years and you would now like to dissolve that signed contract due to changes in your business.  Essentially, you no longer wish to fulfill your part of the signed agreement. While it's worth mentioning that we did provide you with a significant discount on the software due to your 3 year commitment,  we understand your business has changed and we would be willing to reduce your outstanding invoice. We are willing to have you pay only through April 2023 when we received your written request to cancel and then we will terminate the remaining portion of your contract.

  We hope this message finds you well and we are able to close out this dispute. 

  Many thanks,
  
  Chief Customer Officer @ Revver

• Initial Complaint

  02/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am 1099 with a corporation that has negotiated rated with eFileCabinet. When I went to sign up, I was informed that they were restructuring all of the plans with our corporation, which offered lower rates for us. Come to find out, they didn't restructure anything, he tacked on a big discount to make the sale. If I had known the original price when I signed up, I wouldn't have. I wouldn't have spent the time getting set up, or anything. This was meant to be a long term solution for me. I can't get the money or time I spent back, and I am angry that the rep clearly lied to me. I have email documentation of it. This is on top of the rep not responding to get me set up. Emails not being sent to get me set up. CSRs not responding to help me get set up. All of the promises made to get me set up were never completed. To find out I was lied to about the price is the icing on the cake.

  

  Business response

  02/14/2023

  We have been in continuous contact with Customer before, during and after the complaint was filed, working to achieve a resolution. We regret any miscommunication that may have occurred between the Customer and our original sales rep, who is no longer with our company. 

  
  We believe in honoring commitments - even when they are made in error by our own sales rep, as was the case in this situation - and have offered to let the Customer continue at the originally quoted price. The Customer has declined this offer. We therefore have agreed to refund the one month that has been charged at the higher rate. 

  
  We have already implemented enhanced controls around quoting and pricing to make sure this kind of miscommunication does not occur in the future.

  
  eFileCabinet

  
  

  Customer response

  03/08/2023

   
  Complaint: ********
  
  I am rejecting this response because: At this time, I am still being charged monthly and have yet to receive my refund. 
  
  Sincerely,
  ******* *******
  

  

  Business response

  03/15/2023

  The refund check has now been delivered to the Customer. Monthly charges to the Customer originate from the corporation that has a negotiated rate with eFileCabinet. It appears that the Customer had not requested for this third party to stop billing her, but we have now submitted this request and received confirmation that future billings are stopped.
  
  
  eFileCabinet

• Initial Complaint

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a long time client and user of the Program ********************** of UT. EfileCabinet put out an EOL on their efilecabinet software and they rolled out Rubex by Efilecabinet their new platform. Since their would be no more security updates we signed up to move our information to Rubex Private Cloud solution. We migrated our data from Efilecabinet to Rubex in November 2021. I have since logged over 80 hours of technical support and I still do not have a working Rubex which has not allowed us to do the majority of our work for 2 1/2 months, and equals a lost of $30k in billing. They still have not fixed the issues and Tax season is less than a week away. This is a breach of contract and needs to be corrected. I have talked to ****** the Tech Support Manager many of times and I have asked to escelate this issue to his superiors and they either do not exsist or they do not care to get involved with my serious issues. I have not heard from anyone except the Manager ******, So here i am hoping they hear me! List of Services still not working 1. Esignature is not working 2. Indexing Service has thousands of errors and not being fixed 3. OCR Service has errors not being fixed 4. Server Componets crash on a daily basis have to restart services daily

  

  Business response

  02/01/2022

  We are aware of ************* issues, and are in daily contact with him as we work toward successful resolution for him. We do appreciate his long-standing loyalty and want to deliver the customer experience he deserves. We are focused on working towards this daily until resolved.

*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. ↩