Complaint Review: Market Leader

Market Leader promised 10-20 quality leads each month.  I was with them for 3 months and did not receive even one lead from them!  Their system was also almost impossible to navigate, and very cumbersome.  Not the "easy" CRM system they promised.

In addition, on my website, no matter what information I put into the system, still displayed the incorrect contact information for me.  Wrong office, wrong phone number, etc.  None of my emails to your company to rectify the situation EVER resulted in that being fixed.  No one even responded!  In addition, this was supposed to be a "non-branded" website, yet my picture was on almost every page.  The customization of the website left quite a bit to be desired.  Market Leader is certainly NOT what they promise.  I have used several different CRM systems and lead generation systems and this one is by far the worst. 

When I signed up with Market Leader, the welcome email explained that I had 3 months free, and able to "earn" a 4th month (nowhere does it say how to earn the 4th month free).  Nowhere does it say that you have to cancel by the 25th of the month.  In almost every case I have ever heard of, cancellation can be made up to the last day of the month. 

When I emailed them to cancel on October 30th, their customer service person (I will leave out her name) called me back the next day on the 31st and left a message on my voicemail that said she could cancel my account if I called her back that day.  I called her back, not only once (where I was put on hold and then hung up on), but twice (where I had to leave a message because all the agents were "busy").  I never got a call back, but then got an email back the following day (Nov. 1) saying that I was supposed to cancel by the 25th and I had to fill out an online form to do so.  This email went straight into my junk folder for some reason (tagged possibly).  I made numerous phone calls, where I had to leave a message because no one was available to talk to me.  I also sent numerous emails, which I always received an automated return message to the effect of "we will contact you soon".  Honestly, I feel scammed!

They went ahead and billed me on the 4th month (because I didn't "earn" the 4th month free--how I do that, I don't know).  I put in a dispute of the charge with my bank, who is being very supportive.  They advised me to cancel the card I charged it with, and get a new card, so they couldn't charge me again.  Market Leader then contacted me saying they were putting my account on hold (why--when I cancelled--I don't know) and basically vaguely threatened me saying I owed that 4th month and to please contact them and give them correct credit card information.  My respsonse was similar to this report and we will see what happens after that.  My next report is on to the Better Business Bureau.

Cynthia

Los Angeles, CA