Complaint Review: egumball

We have answered all your questions, endured your attacks and have welcomed you to call our service department.

Our agreement with you is all we have to rely on and we refer to our agreement for the following reasons:

1)  The term of agreement is clearly displayed right above your signature.

2)  Your company name, address and phone number is clearly displayed at the top of your agreement.

Why wasn't any of the above challenged before sign up? 

It is hard to say we are scamming you when we are simply relying on your agreement with you.  The conversation you had with your salesperson, although in question, is reaffirmed in your agreement and we cannot ignore this.

We send all of our clients lifeline emails detailing the progress of their campaign.  This function is automated and there is no reason not to send them.  It sounds to me that our service department moved to verify your email address since you had previously claimed no receipt.  It might be worth the time to check your spam folder.

The real question is what we are doing to remedy your issue.  It sounds to us that the follow up call you received with regards to the post card is consistent with the normal turnaround time of receiving your Google post card.

All in all this is an issue that needs to be handled.  Please contact our customer service department.

You say that you send 9 initial correspondences.. this is either a LIE, or I did not receive 9. closer to 2.   You  say your terms are clearly disclosed up front in writing.  This may be the case HOWEVER don't you think that what your salespeople say, and what you disclose in writing just might should be the same?? fraudulent sales tactics. regardless of what is in writing, your salespeople should not LIE about whats coming in writing.  fraudulent.  You say my name change was not provided in my application and you did not know about it until six months later.. This is another lie.  Mt name was ALREADY changed at the time of initial contact.  Business name was changed March 18th 2011.  It was at the 6 month mark (when I was told my contract was up--LIE) when you all mysteriously "remembered" or mooted the account etc.  I was very clear to your people that the name was already changed but it wasn't updated by certain entities, and therefore THATS why YOU called me asking for the wrong company name, at time of sign up.  And you say you are willing to assist, but every time I call they keep saying that they can not do anything until I receive my google places postcard.  Once again, you should be able to do more that simply adjust a google places account if this is your perfusion. I can do that on my own.  But Ive checked the mail everyday.. Still no postcard.  So no postcard = wasted money going to you.  You have not been able to help at all.  Your rebuttals are highly inaccurate, and there is a huge disconnect between the verbal and written correspondences//communications.  Im not sure who YOU are, but if you listen to my INITIAL conversation when signing up via recorded call,even YOU will understand why what you have been telling me is completely inaccurate.  And I have all the emails, and do not have NINE correspondences coming from you.LISTEN TO THE TAPE.  You might accidentally give your company more integrity afterwards.  YOu would be surprised what your people told me, in comparison to what you claimed happened.  Ask TJ.  I was there, YOU weren't. Check the tape.  IT answers all your questions.  If you have no tape, then I understand why, because you are acknowledging that your people may lie, and you do not want to keep a record.  Anyway.  As hard as you try to stand up for your company, your rebuttals are full of inaccuracies and still avoid the fact that I was told ONE thing, and given a written contract saying COMPLETELY different.  But you got me, you tricked me.  Even when we get to court, because you had a written form, I may lose, but hey, Ill let the judge make that decision.

We apologize that you are not satisfied with the service you have received thus far.  Just to confirm you are displeased with your initial communication, term of agreement and the handling of your postcard requirement through Google.

Unlike most service providers in our industry we are one of the few which rely on agreements to better service our clients.  Service agreements provide a clear understanding to services provided, term of agreement and service.  All of which are clearly disclosed upfront and in writing.  We also reconfirm our service through nine initial email correspondences and through our client control panel interface where all clients accept the terms of our service.

Please understand that as a company we stand behind our service and understand how important communication and follow through is to a small business owner.  We have implemented several platforms to communicate with our clients.  We first rely on our initial agreement which includes your mandatory approval of your business information.  We further rely on our clients control panel interface and client feedback through our customer service department. 

As with any business we want to offer value to our clients as we work the many changes in search engine guidelines.  In your case, Google wants to verify your business data and the address re-submitted to Google.  Google is sending you a post card.  The business name change was not provided in your application, your control panel interface or to our customer service department until six months later.  No faxes or emails are found in your file. 

It would be illegitimate for a service not to provide the above filters protecting client best interests.  We are willing to help you. 

We handle all issue and are willing to assist you through the re-verification process.   Please contact customer support at 1-800-890-8940 for further assistance.

First of All, EGUMBALL WAS NOTIFIED BEFORE THE CAMPAIGN EVEN STARTED, about the name change, but acted as if it wasn't a ranking issue, until 6 months in the contract. So please don't say that they needed to be notified.  Second, WHAT ABOUT THE 6 MONTH CONTRACT??? Seems that you completely ignored this, which was my BIGGEST PROBLEM with egumball, by the way the guys name was TJ who promised me that. Don't you record your calls?? I do. And I wrote down and quoted what he said to me, and TOLD him that I was doing so at the time.   I found the original paper, FOR THIs REASON.  THIRD, explain your customer service.  You only talk to people when they complain.  I was promised numerous phone calls and an email WHICH I NEVER received, and actually had to complain on the regular website to get a reaction.  Senseless.  ADRESS THE GUY TELLING ME THAT HE HAS 10,000 accounts and that I cant expect to be called back when promised, address lack of apology, address only responding to people when they try to cancel, shout out "scam,"' or complain.  Like I said, I do not file complaints on people, this is my first although I have found many businesses to be "shaky" from time to time, and have been burnt occasionally, but the way you did it was completely classless, misleading, fraudulent, unresponsible, unprofessional, mannerless, and you kept a smile the entire time.  Ill give you credit for tact, but check this out, the postcard that was "supposed" to be sent to me by google, STILL hasn't showed up, and coincidentally (yeah right) one of your people followed up with me with a phone call(first follow up since 3 weeks ago, and only the 2nd follow up call out of about 10 promised) almost exactly when I saw you posted a rebuttal.  But this is a shining example of how you work.  Im glad I posted my real name, because I was actually expecting a phone call.  Tell Rick Im still waiting for the email he was supposed to send a month ago.  ANd further ask him why he asked me to verify my email if he wasn't going to send me the questionnaire.  ANyway.  Have fun robbing small businesses.  Matter fact some words of advice. Ask at least SOME discovery questions when you sign up new customers, and tell your salespeople good complains don't have to lie about contract length to get business.LOL so Im glad you know how to use google places.  Charging people who don't isn't actually a bad idea, but d**n, even I found out the places where my info was wrong, and YOU STILL haven't, and thats WHAT YOU CLAIM TO DO.  Get better in your industry.  YOu might be able to be legit one day

When you hired eGumball you hired eGumball to manage your online directory listings which are all independently owned.  The business information claimed within your *free* Google Places needs to match *all* other directory listings outside Google.  Including the business information on your website - which you control.

Google clusters business information published by third party websites for trust scoring.  If your business information changes so will your trust score.  

When a client changes their business information it is important to contact eGumball via clients control panel, email, fax, mail or phone. 

If your Google Places listing is new to Google, Google may require to verify the new listing by post card.

eGumball reasonably returns most inquires within 72 hours.

Please contact customer support at 1-800-890-8940 for further assistance.