- Report: #1204250
Complaint Review: PlanetRE - San Jose California
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Author Not Confirmed
Why?
PlanetRE
2530 Berryessa Road (#350) 95132 San Jose, California, USA
Phone:
408-251-6078
Web:
planetre.com
Categories:
Business Rating:
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PlanetRE PlanetRE is a Bait and Switch San Jose, California Internet
PlanetRE does not live up to its sales pitch. The product we were shown on the webinar demo IS NOT the same as the product we received.
The set up that we were told was simple and would only take a couple of days. It was arduous at best, taking over a month. It required that we come up with all of the list and such and there was not a simple form to fill it. It was clunky and confusing. After we submitted what was deemed the necessary information, the site was up and running except it was nothing like the demo we were shown. When we attempted to put information into the system zip codes were rejected.
We were told the CRM portion and the Transaction Management would work together, but they did not. We asked a question during our training we were told that the extra $500 we spent for training was not for the CRM and that the woman assisting us didn't work with that side of things. Wait I thought everything worked together. Nope!
We have called the company multiple times letting them know things didn't work, that zip-codes could not be entered, or our counties were incorrect. That there was no way to track buyers. We were told we fixed everything, and that we had failed to provide them with information to set up the buyer side. What you didn't think to ask/tell us this 2 months ago when this started. Nope!
We were told this was a one stop solutions and at $360 a month for 3 people it should be. Nope! We need to purchase a Twillo account to use the messaging service, we need an amazon account to do emailing and the list went on.
Okay so now the zip-codes work after 2 weeks of complaining, but still our counties come up as California's. We still were not able to put buyers in and it's just too hard to use.
It is not even close to the product we were told we were buying. The demo is for a fine honed example, it is not something that the average company can achieve, or even has the time to do. We spent months trying to makes this product we were paying for work for us. It simply will not.
Finally we gave up and moved on. It just wasn't worth the frustration.
We have expressed our displeasure to the company they don't care, all they want is thier payment. They could not care less that a small group in Maine isn't happy with their product. I assume this is because they are too busy swindling someone else with their deception.
Save yourself the headache, the lost time and especially the cash and look for something else.
1 Updates & Rebuttals
Subrao
San Jose,California,
Details of the Flaherty subscription
#2REBUTTAL Owner of company
Tue, January 27, 2015
Customer signed up for the one year contract software subscription for two of company's major platforms; that is working quite well and deployed to thousands of agents nationwide in last 10 years. Support team promptly worked with the customer in July/Aug 2014 time frame to setup, train and deploy as we do with all customers.
Somewhere along the line for reasons unknown to us, customer lost interest in using system. This can happen with any entity when they are overwhelmed with events and ups/downs in their own business; for which we have no control. Weeks pass by and the original training and value propositions fades away. One fine day, they land up seeing that they have one year contract and find ways to come out of it. One technique is disabling current credit cards and that's what happened twice during the subscription.
If still not working, you try to pick the smallest and most harmless issue and blow it out of proportion, to cite why the system is unusable and that precisely happened here. The allowance of certain special zip code was reported by customer in Aug 2014 (at start) and fixed by us right away. Incidentally that static zip code field is NOT even used in ANY Operation of the system!!!.
In this case, besides reporting once, of the minor zip code issue, no other communication attempt was made to customer support ever, seeking help on how to use the system or showing they have trouble using it (if indeed this was true). There are robust help files under user login and they were also not used or consulted. We help thousands of users each day on support lines; on how to use system and those testimonials are on our website from all parts of the country.
The last resort is to threaten the vendor to report such a case to Ripoff Report with the expectation that the vendor will "cave in" and release them from their contractual obligation. This, the customer did on Jan 22, 2015 via email and they did file this report on Jan 25.
This unfortunately happens in this industry no matter how perfectly the vendor tries to serve them.
So in conclusion, this is not a "bait and switch" case, since there is nothing to switch to or from !!. We run a real business with thousands of customers who rely on our service for years.
This is at best a ploy to "come out" of the one year contract. There is nothing materially wrong in the online service. It was fully operational during customers subscription period and is still operational now. The support channels are open to them even today and they have not chosen to use them.
Hence the case should be dismissed with no merit.
