Complaint Review: Real Estate Client Referrals - RECR - Internet Montana

January 16th, 2009 Real Estate Client Referrals This is a response to the complaint for Lua Turcotte also known as "Humbley Learned My Lesson" 1. he complainant ordered a subscription to our website Real Estate Client Referrals on September 9th, 2008 through our sales representative Marvin Markuson. (NOTE: complainant states that sales representative Mitch Waylett used high pressure tactics to persuade client to sign up. However, Mr. Waylett has not been employed with Real Estate Client Referrals for more than two years.) Ms. Turcotte simply searched our website for a name to blame. The package the cardholder purchased was for 5 referrals in the amount of $495.00; at this time, as with all subscription finalizations, a $199.00 set up fee was charged in addition to the package amount. The set up fee for all persons purchasing packages with us is utilized to set up the clients' member's area, drip campaign, and e-card. The total amount charged on September 9th, 2008 was $694.00 2.The complainant subscribed to our services using our electronic confirmation process. We send the customer a receipt/confirmation email. The card holder reviews all of the information and must agree to the terms and conditions of the service before submitting their order to be charged. Our contract is divided into four distinct and specific parts. We require that the client must agree and initial all four of the mentioned areas. If the client does not agree to any of the terms and/or agreements listed in the contract, they can decline from the submission process at any time and will not be charged. Upon confirming their order, we encourage clients to print a copy of the sales receipt for their own records by simply clicking our easy print button. The sales confirmation receipt which the card holder confirmed from her Ip address 70.52.230.250 is viewable. 3.Within the sales confirmation receipt it states: I understand I have 90 days from sign up in which to receive a refund for UNUSED monies in my RECR account. After 90 days I understand that any unused monies become non-refundable and shall remain in my RECR prepaid account until which time all paid and free referrals have been received. I understand and agree that I am signing into this agreement for a specific number of referrals with a bonus of free referral(s)' provided upon full payment of my initial agreement. I also understand that if I choose to request a refund at any time prior to the full package being completely fulfilled, then all bonus referrals offered under this agreement shall immediately become null and void. The set up fee at no point shall be refundable. The complainant initialed here in agreement with our terms and conditions. Both Real Estate Client Referrals and its clients are binded by this signed contract. 4.The complainant has received 1 referral as of January 5th, 2009. All of our referrals verify with us, via live telephone call, that they are looking to work with a Realtor in the area(s) indicated. We review and confirm each referral before sending them to the Realtor in order to ensure a quality lead. The referrals are then sent to the Realtors email address, per the subscription terms. These referrals have the potential to create thousands of dollars in commissions for the realtor receiving our services. The referral was sent to the client's email: [email protected]. The referral summary is viewable. 5. As mentioned above under set-up free description, the complainant has a Member's Area within our website that is available to them as soon as they have confirmed their subscription. This area contains their contact information, billing history and referral history. They are able to access this at any time with their email address and password. This is told to them at the time of sign up as well as during the follow up courtesy call. The complainant did in fact use her Member's Area, as per our system notifying us that she logged in to change her password. 6.The complainant states that the services were not as described. However, the contract which has exhaustively been presented clearly states what is guaranteed to the card holder from RECR. The complainant was receiving referrals from our company as promised. The complainant received one referral which was disputed by her after opening. We accepted this dispute and offered to give her the promised replacement referral free of charge; she refused and declined to receive the free referral. When the complainant requested to cancel services, a refund of $396.00 was issued to her for the unused money in her prepaid RECR account in accordance with the terms and conditions of the contract. The complainant was only charged for 1 referral in the amount of $99.00 along with the set-up fee which is clearly and precisely explained as non-refundable in the above mentioned contract language. 7.The complainant states that she was told she would receive 3-5 leads per month. However, our contract precisely and clearly states that due to the cyclical nature of the real estate industry we cannot guarantee the speed at which a client will receive referrals. 8.Our terms and conditions are very clear, no fine print exists. The card holder agreed to the terms and conditions on her own accord. Sales representatives do not hold the capacity to grant or alter the client's contract agreements for submission. Ms. Turcotte initialed all four boxes in agreement with our terms described throughout. 9.The complainant has received 1 referral as of January 5th, 2009 at $99.00 per referral. Because the cardholder has received 1 paid referral, out of her initial $495.00 referral investment, she had a balance in her account of $396.00 at the time of cancellation. We have refunded that amount to the cardholder as requested and she is due no more. Opened referral charges are not refunded as the fraud in this situation would occur on Ms. Turcottes's end. We are a business and we sell our services and product. Services and products, as always, cost money. We provided complainant with the referral she signed up to recieve, she opened this referral, she was charged for this referral. 10.Complainant suggests that our Customer Service Representative laughed at her. We have spoken with the mentioned manager whom explained the situation and felt as though she was not mocking or laughing at the client in any matter. If the complainant interpreted the conversation in any berating manner, RECR sincerely apologizes for any such misunderstandings. Sincerely, Real Estate Client Referrals Management