ComplaintsforThinkWEBSTORE

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired these people to do a job they did not do the job they agreed to do. I paid them thousands and thousands of dollars and when they went put it on the web, no one could give me a phone call back or anything so I look for another Web man to do my work, and they would not send me the stuff that I paid for on the web to be able to hand him to open how hired these people to do a job and when I went to go to my webpage after they hooked his system up, you cannot get no phone calls over two months. All my peoples phones never rang. None of my office phones, ringing anything happened with these people they did not hook up my webpage correctly for what I found out. I didn’t even have a Google page and then they kept on charging me for things that they never did so when we looked at it, we had someone else look at it coder service seven things wrong with this and this why we wouldn’t get phone calls. We never would be getting phone calls so I tried to get them to release my webpage to me where we can just turn it over to another man and let him do all the corrections and everything and then they would not do that so now we gotta take the stuff that they downloaded to us and rebuild the webpage after I’ve done paid for it and they will not release it, so I’m asking for all punitive damages and everything else and I’m asking him to return my money back to me in full where I can move along with my business anybody has any questions please give me a call ************ thank you it up to redo it, and correct all the errors that they did I never got phone calls from my business or anything and they just kept on charging me and they never did the work we agreed upon doing that is why I’m asking for all my money back on this job and this is a reason why I am filing a complaint Anybody has any questions you can call me at my telephone number ********** thank you

  Business response

  07/19/2024

  Dear *****,

  About every five years THINK runs into a challenging client.

  ******* ***** ********* has been our new challenging client.

  While it was clear from the beginning that the owner, ******* ******, is technically challenged, we did not anticipate the circumstances that would turn that against us.

  Our relationship was good on Friday, June 28th.  We had created a custom logo and a brand new customized website, for which we had finally completed getting content and launching weeks before.  We had also begun Local SEO work that was already working in less than a month on a brand new domain, which is remarkable.  We had received, from the client, payment in advance, which was not requested, to begin a campaign to drive traffic to his new website.

  On Monday, July 1st, we received a call to transfer everything from a new provider.  This was confirmed by the client to be his new "web man."  Apparently, the son of a friend that goes to church with the client.

  We reached out to a now angry man.  We told him that we are happy to get his files together and provide them to him.  When asked what had changed, Mr. ****** began spouting threats about attorneys, unsubstantiated complaints about how his website was broken, and more.  We responded by saying that we had worked hard to make sure he was taken care of, but would certainly respect his request and provide his files so another provider could set up his website and we would prorate his prepaid services that were refundable.

  Mr. ****** has also let us know that he has gone after several companies in the past to "get his money back."

  We have since learned that his new provider has been stoking a fire with the client.  The new provider is not a web developer and was creating monstrous uncertainty, doubt, and poison in the client's mind.  Among the accusations were illegally using copyrighted images and not creating the logo.  All of these accusations are false.  The client was also conflating the Google My Business page with his website.  He simply could not understand the difference.  Nor could he understand why competitors were also showing up in Google searches.  Again, Mr. ****** is not technically astute and his new provider has apparently been taking advantage of this fact.

  We chose to try to facilitate a smooth transition, in spite of the threats, unexpected stop-ins to our office, and bitter calls.  We provided his files in email, on a physical flash drive that he picked up, and ultimately spent time with the actual person running his new web server and helped him put the files on his new server in person at our office.  We kept his services running, and are still running until the end of the month (until July 31), as a courtesy and a convenience for his new team to give them time to easily make any transitions.

  In the meantime, ******* ****** has continuously threatened our company in person, through text messages, and through phone calls with lawsuits, on multiple occasions promised to make the owner's life "Hell," and "put us in the paper," has posted extremely negative and false reviews on Google and to the Better Business Bureau,  has demanded both his work product and a refund for the work completed, has demanded that we break company server security protocol and provide him admin access to the website on our server, and has harassed and bullied our staff.  He also refused to take a refund check we left for him when he came to the office to pick up files.  He did not even open the envelope.

  Mr. ****** has spurned every bit of grace and goodwill we have provided him.  His behavior has been a strain on our patience and a drain on our resources. 
  

  We have mailed Mr. ****** a letter with notice of account closure, overviewing the events and charges, along with a refund check for work not completed.  We are now responding to this BBB claim and the Google review, both of which he has not retracted at our request.

  We do take online reviews and slanderous statements seriously.

  A copy of the letter we sent to Mr. ****** is attached.

  We hope that this is the last step we have to take to distance ourselves from this man.

  Thank you for hearing our case.

  Sincerely,
  
  ***** ******, Owner
  

  
  

*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. ↩