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Quality Smith RIPOFF MISLEADS CHARGE FOR LEADS YOU CAN'T USE! PROMISE REFUNDS GIVE RUN AROUND!! MISLEADING SALES AND POLICIES! WALLA WALLA WASHINGTON
Rhonda Donnelly the Vice President at Quality Smith Promised me a refund for a lead that I cannot service and has been giving me the runaround for over 3 weeks!
Quality Smith Claims to offer not only the best leads in the business, but confirmed appointments!! They claim to be able to do a better job at getting customers than the contractors themselves. I waited a long time to afford Quality Smith since they Charge $75.00 per appointment.
What I found was that:
#1 they promised alot more appointments then they could deliver. They promised me 10 - I recieved only 1.
#2 No matter what appointment they set for you, whether you do that line of work or not, you still have to pay them the $75.00!
#3When they set an appointment,even if both decison makers are not present you still get charged the full amount. (Contractors)If they know our business so well how come they don't acknowledge this.
In my case they sent me to do a specialty project that I am not set up for and put me up against 2 competitors that can do that kind of work, therefore setting me up for complet and utter failure and to make matters worse, charging me for it. When I brought this to their attention. I was given a promise when we reactivate your account the next one was is free! What does that mean?? Meaning you won't charge me for the one you shouldnt charge me for anyway? The thing is they didnt say here is your money back and the next one is FREE!!! They still keep your money ,that's not free. This is a "corporate policy trick" that was rudely played on me, when I had a justifiable complaint. This means that okay "I will credit you for the one you caught us on" but the next time it happens --- too bad on you, you must pay on anyway!
Timeline:
After waiting for a refund from October 30th to Novemeber 21st
I emailed Rhonda Donnelly and told her to take me out of the system and please send me my refund. She promised that she would and I have emails to prove it.
As of Dec 1st. After at least 10 phone calls I was told that had approved the refund on Dec. 1st.
On Tuesday Dec.5th, I spoke with Kristen in Accounting and she said she would call me right back in the afternoon. I didnt hear from anybody until Friday afternoon when I called again, and spoke to Shari Strickland, who again acknoledge the refund approval. I again had to press her to return my email which she did on Monday Dec.11th,2007.
However her message was not "here's your refund it was that your refund was issued and was under review from my bank, that I needed to contact my bank.
I did contact my bank and they said they didnt know what that meant and they suggested that Quality Smith was indeed giving me the Run Around!!!
My further investigation into Quality Smith has found out that they are doing quite a good business. They have grown over the last few years from a company with 4 employess to over 55. They are also expanding with the amount of websites up in the teens. They are investing heavily in historical real estate in their home city of Walla Walla. It is too bad they undermine their customers. I think they just think that a contractor would not go to this length to protect themselves or if they do most dont read the fine print anywyay!
Peter
Westhampton Beach, New York
U.S.A.
1 Updates & Rebuttals
Rhonda
Walla Walla,Washington,
U.S.A.
Please see our response to the complaint Mr. Cooke filed with the BBB (now resolved)
#2UPDATE Employee
Tue, December 26, 2006
In response to Mr. Cooke's complaint:
Mr. Cooke first requested a refund of $75 the amount for one appointment from QualitySmith via email. That email, my response to his request, and his acceptance of his next appointment free, is shown here (in reverse order):
Dear Ms. Donnelly,
Thank You, for reading my not and most of all the prompt response that "shows you have a heart" I will be in touch shortly.
Peter Cooke
Rhonda Donnelly wrote:
Hello Mr. Cooke, thank you for your well-written note. It is very much our intention to put money in contractor's pockets; it is the reason for our existence. I appreciate your position and have credited you the appointment. When we reactivate your account, your next appointment will be free. Please let me know when you want to reactivate.
At this time, your customer appointments are set up to be for siding only. Is that accurate? If there are changes we need to make, please let me know.
Thank you for your time. We appreciate the opportunity to be your business partner.
Rhonda Donnelly
Vice President - QualitySmith
Mr. Cooke was a new contractor to our service and has not ever met with a QualitySmith customer, or paid for any other appointments.
After a few weeks, Mr. Cooke wrote again via email to inquire about his refund. I referred him back to the original email that said we agreed on his next appointment free. Since Mr. Cooke had not reactivated his QualitySmith account, there was no way to give him a free appointment. Therefore, I agreed to make an exception to our policy and grant him a refund. I explained to him that this is a manual process and would be processed in the next 3 business days. Our automated billing process only allows for manual transactions on certain days; that's why there was a delay and I explained that in my email to Mr. Cooke.
Unfortunately, our manual process broke down and Mr. Cooke had to inquire again about his refund. The day I received the message, December 11, we attempted to process his refund through our merchant services provider. The response from the provider was the transaction is under review and has not processed'. Normally, this is due to the recipient of the refund blocking charges from QualitySmith, which also blocks any other transactions. That information was relayed to Mr. Cooke.
As of December 12, the refund has processed through the processer. The transaction details have been confirmed with the processing company (a copy was supplied to the BBB). If Mr. Cooke's account doesn't show a $75 debit, he will need to check with his bank to make sure they've properly processed the refund.
Conclusion:
Mr. Cooke's refund has been processed. I apologize for the original misunderstanding, the delay in the refund, and that Mr. Cooke was required to contact us multiple times to get financial satisfaction.