ComplaintsforB2B Global Access LLC

• Initial Complaint

  04/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a marketing list from this company for the company I work for that was supposed to be delivered to me no later then Friday 22nd end of Business. This is already 2 days past the committed date. It was never delivered that Friday. I sent email to the representative I was working with stating I NEEDED a full refund because the list was not delivered on time. List received on Saturday Morning, but what was received was not only LATE but the material included was not what I ordered. The lied about the data and it does us absolutely no good. I tried calling the representative but the # just rings and I tried calling the main # on the website, but that goes straight to a VM. I tried their chat from website, but no one responds to that. So now I am not getting any response back. I am looking for a full refund of $2000. Thank you.

  Business response

  04/29/2022

  Dear Customer Service Manager,
  
  Thank you for bringing this to our attention and I agree there are always two sides to every dispute. First off I would like to thank you for the process you’ll hold in making sure to handle the situation in the right way.
  
  Based on what the client has mentioned it wasn’t past 2 days from the date that it was promised to be delivered. As you would notice he mentioned receiving it on Saturday, the reason being the file was sent on Friday as promised but due to an issue with the mail servers, this was not the only file that did not go out on Friday after the mail servers were rectified the emails/files were released (we are closed on Saturday and Sunday and there is no other way of an email going out unless an issue like this). Having said that the client did bring his concern to our attention on Monday the 25th but, the agent was traveling and wasn’t able to address the call but, he was notified by the team as soon as they were able to get a hold of him. Based on his travel schedule when he found the space/time to respond to the client he made sure to have the email addressed on what was needed to be done next.
  
  There was a list of 100 contacts (out of the total 11k contacts that were delivered) as a report that was sent over which was concluded by the client that nearly 25% was invalid (we always consider the full analysis of the list and not partial) but, the agent made sure to have that forwarded to the team and understanding the sense of urgency he had the team initiate a re-work on the complete file immediately. The customer support team was marked on the email to ensure the client has all hands on deck that is working on getting his concern rectified (attached is the email conversation since Monday the 25th).
  
  As per company policy and the Insertion Order signed we ensure any invalid contacts are addressed and replaced with valid data (attached is the Insertion order signed by both the parties). We have ensured that every email or call was attended to, addressed to, and made sure that we are here to serve the customer and make sure he gets what is been promised. The toll-free numbers are always attended to unless there isn’t anyone at the desk but a voice message left is always returned. The client did try the same number again and it was answered, even explained that the issue will be noted and taken care of by the concerned team.
  
  Hope this information and content provided would help. Do let us know if there is any additional information required and we would be glad to adhere to make sure that we as a company have made the right approach along with guaranteeing a resolution to the client as well.
  
  We are always here to serve our clients to the fullest of their investment.

  Business response

  05/03/2022

  Team,
  
  I don't see why the rejection when we have all the records that can be shared and documents that have already been shared, even call records can be shared to justify that a call was addressed, every email sent was addressed as well. The rep was traveling and was accessible via email. I can share every email log being responded to and addressed as to what we are and will be able to do for the client. We have never left either mode of communication un-answered. Having said that, there wasn't a call back made from our representative ****, It was ***** from the sales team who got back to the query and if it had to be a call just for a sale, concerns wouldn't have been addressed. *****, did give the client status on ****'s absence, the project update in our CRM, and mentioned he will hear back from either **** or **** from the support team. *****, did address the concern, mentioned it will be taken care of, and ensured that we are here to serve him. If projects with a time crunch are acceptable a few errors can be too which we are ever willing to have rectified. Any marketing activity to the best of our knowledge is planned well in advance and not in a rush since there is room for any issue to be rectified be it with the campaign platform, ISPs, etc. This goes by experience and I'm sure the client would have the same.
  
  On the other hand, an email was sent by the client inquiring about the status of the file on April, 21st quoting:
  
  From: ***** ****** <*****@********.com>
  Sent: Thursday, April 21, 2022 5:24 PM
  To: **** ****** <****.**************************>
  Cc: *******************************
  Subject: RE: Bowling Center Owners Reach
  
  Gentlemen,
  
  I was informed I would have the list NO MORE then 6 days after payment today is day 6.  What is the final status?  Otherwise we will be looking for a refund.
  
  Thank you,
  
  Response:
  
  From: **** ******
  Sent: Thursday, April 21, 2022 2:41 PM
  To: '***** ******'
  Cc: *******************************
  Subject: RE: Bowling Center Owners Reach
   
  Hi *****,
  
  Thanks for checking in again.
  
  I see in the CRM that your list has completed its verification process. I expect the list will be delivered to you by EOBD tomorrow. Will keep you posted once the list is delivered.
  
  In advance thank you for your patience!
  
  Best Regards,
  ****
  ************
  
  Note: the client was ok based on the update provided.
  
  PS: Team, @ BBB - the data assurance that was attached in my earlier response does mention that we would work on invalids and deliver based on the requirement.

  Customer response

  05/04/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I would love for the business to share all the email and call records as they have stated in their response because I have all written email correspondence as well.  The original rep **** NEVER returned a phone call to me.  Yes he mentioned he was traveling BUT was able to respond back to an email, but not pick up the phone for a minute.  I travel on a regular basis, and was always able to return a phone call back if not right away sometime during that day or even the next, that is just simple customer service.  I have not heard back from anyone since the 28th of April.  They seem to only want to respond to this BBB complaint but still not FIX the issue at hand.  They continue to pass the puck, to person to person it sounds like, always having an excuse for them.  I don't do business like that, and no one should have to.  All I am asking is for a refund and we all move on.  This back and forth is not getting any resolution and a waste of everyone's time.  Do the right thing and refund the money.  You did not delivery on what you said you were going to delivery and now time is no longer on anyonese side.

  
  
  Sincerely,
  
  ***** ******

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