- Report: #1292432
Complaint Review: ZipLocal - Nationwide
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Author Not Confirmed
Why?
ZipLocal
Nationwide, USA
Phone:
800-553-0801
Web:
ziplocal.com
Categories:
Business Rating:
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ZipLocal No responsibility for their sales reps, Treats customer complaints like court cases. What they say goes. Nationwide Nationwide
Be aware of ZipLocal's absurd terms and conditions and poor, poor customer service. ZipLocal asks their customers to sign a terms and agreement for a year but once the year is over they don't feel the need to ask the customer for another signed agreement. So basically, if you sign an agreement with ZipLocal, that is your "lifetime" agreement with them until you cancel. Let me say that again...a "year" agreement with ZipLocal is not a year agreement. Once the year is up they will keep charging you until you send a written agreement to cancel.
How to cancel? Well don't depend on your local rep who set you up. ZipLocal takes zero responsiblity for how their sales rep treat their customers. We called our sales rep to cancel (because that is what people normally do, you call the person who set you up and the person you've been talking to for the past ten months) and the sales rep doesn't remind us that we need to send a written notice to cancel (because after a year of service we don't remember what our terms say. The is company's responsibility to make us aware of that. It's called good customer service). The rep says "okay, yes we will cancel you." So after our year is up we get charged for two more months after that. Why? Because the person we tried to tell, left the company and no one notified us that our rep left. Our rep's voicemail still says he works there even. (Seeing how shady these people are, I imagine the guy still works there. His name is Terry Prince). A notice letting us know that our year has ended and that we are still being charged month -to-month would have been nice too.
The nationwide company has a 5 person customer service department and they all sit in the same office and the highest person in that office doesn't even take phone calls...?? How does that make sense?
Mackenzie the Customer Service Supervisor said they work just like a cable company...good comparison Mackenzie, seeing how most cable companies (Like Comcast) are rip offs too. Any company who tells me that they work like a cable company is no longer a company I would ever give my business too and neither should anyone else.
Any company who has terms and agreements that don't allow you to re-sign a new agreement once your year is up is shady and should not be allowed to be in business.
1 Updates & Rebuttals
Stacy
Provo,Utah,
USA
Company's Response and Rebuttal to Complaint from Growler Boys
#2UPDATE Employee
Fri, May 06, 2016
I have researched the advertising account relating to the complaint made by Heidi Larson. Our records show that the President of Growler Boys, Mike Larson, signed a contract to advertise his company through our digital marketing program on December 14, 2014. The contract shows a monthly rate contract locked in for the first year, and Mr. Larson has been billed monthly the entire time. As is the industry standard for current digital advertising programs, the services are not just pulled away from the advertiser after a year of use; they are continued on a month-to-month basis to maintain consistent service without interruption. In the event that we were to “pull the plug” on all digital services we provide to contracted advertisers, there would be problems created for potential customers attempting to contact those businesses. The dropped service would have to start over again with a new customer base, resulting in lost customers. For this reason, we ask for a cancellation request in any written form (email, mail, or fax) before discontinuing. This further avoids the potential for miscommunication regarding services, or “he said – she said” misunderstandings caused by verbal discussions. The necessity for a written request to our office is further reinforced by the fact that sales representatives can leave, but our corporate office contact information remains consistent. The contract signed by Mr. Mike Larson clearly shows our contact information and phone number, as well as agreement of and location for the terms.
The sales representative that Ms. Larson mentions is, in fact, no longer employed by Ziplocal. As is reasonable with most companies involving sales representatives, our company does not notify all of our customers when a sales rep’s employment is terminated. Again, the services were provided on a month-to-month basis, and they were not pulled because we had not received anything in writing. The cost had not been increased and the services were not altered; there was nothing “shady” that occurred, as claimed.
Our company has been in the advertising business for over 40 years, and we have a history of building solid, ongoing business relationships with our customers. We take issue with the assertions made. We have been in communications with this business in order to come to an amicable resolution.
Thank you.
Stacy C.
Customer Relations Manager
