Sometime within the week before December 22, 2010, Coast Services contacted one of the sales agents with Cleaning Networx. She was interested in our service to promote her cleaning service. They had a few discussions and she requested to be signed up in our Los Angeles sector with a monthly recurring fee of $175. At that time the agent offered her the introductory price of $75.00 for the first month and a recurring fee of $175 per month. The customer said she cannot afford it until Friday, December 24th. The agent explained that she can charge the card on Friday but the account will not be activated until that day. It was made very clear that a payment is needed in order to upload an active account. The customer called back and asked if she can be activated today. The agent collected all the necessary billing and company info and activated the account. The agent was clear that she will be billed today and there was no agreement to delay the charge until Friday. This resulted in a charge of $75 to the customer’s account as was explained beforehand to the customer. The customer called back asking why she was charged and insisted that the sales agent had said that the card will not be run until Friday. This was not true and was never said. The agent tried to calmly explain how everything works and apologized if there may have been any misunderstanding. The agent immediately offered to refund the charge and deactivate the account. The customer did not want this and demanded to speak to a supervisor. She subsequently spoke to three different managers and eventually even managed to speak with our Director of Operations. Everyone explained the same thing to her many times and even acknowledged that they understand how the customer may have misunderstood. Regardless there was nothing more for us to offer because the account was already refunded immediately. We feel that this solved the issue—There was a misunderstanding and we resolved it immediately.
On a side note the customer mentioned in her complaint that “luring consumers with low introductory rates to entice them to sign-up. However once your BANK ACCOUNT INFO is provided charges will come through the roof. Once your account is billed, they will call back requesting (MORE-MONEY). Such claims as "you were once with our service in the past" are yet another poor excuse.”
The sales agent did make a mistake and did not check to see if the customer had been with us in the past. However this did not affect the first charge of $75 and the customer was well aware what our price is for this area as she had been a former client of ours. When the agent called the customer to inform her that it will be another $100 and that we have no problem waiting to bill the additional charge on a later date, the customer said, okay no problem. The introductory rate is in place to show clients who have NOT been with us in the past, the quality and benefits of our service. There is no reason to give anyone else an intro rate.
In closing we feel we have done everything in our power to work with and assist this customer. The customer was refunded within two hours of her complaint. The customer immediately went to multiple web sites slandering our company and calling us frauds. We have been in business for over six years and pride ourselves on excellent customer service. If anyone would like any additional information you can contact us through our web site www.networx.com.
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RE: Fraud Alert > Consumer Complaint
Nextwors, please hear my complaint, this is a demand email to resolve my issue at once.
Nextorx representatives provide false information to customers like me. The information presented by the representatives is misleading. Management forfeits information and concoct statements made to customers during screened phone conversation – which customers aren’t notified of. The false information is backed by dishonestly and poor business relations.
Shoddy sales tactics include luring consumers with low introductory rates to entice them to sign-up. However once your BANK ACCOUNT INFO is provided charges will come through the roof. Once your account is billed, they will call back requesting (MORE-MONEY). Such claims as “you were once with our service in the past” are yet another poor excuse. Reason being such information should have been VERIFIED - before billing/charging my account membership fees and having me execute a fraudulent agreement.
I was given this lame excuse ** but not until I signed up and my account was charged**. The low introductory rates sounded reasonable however when the request for money more money after they already charged my account I said “no way”!
Feeling manipulated and cheated, having my account information compromised fueled me to contact customer service to make a complaint. I placed (3) three phone calls to the office requested a supervisor regarding this matter. My three phones got misinterpreted as (100- calls), however this is yet another misconception amongst many, and an attempt to push complaining customer away.
An agreement which was executed with Networx for the campaign period in the amount of $75.00 (see attached) can validate the services agreed to. During my conversation with a Networx representative I made a MAJOR CONCERN not to have my account billed today, and specifically requested to have my account billed on Friday Dec 24th to prevent any unnecessary over-draft fees.
Somehow this too got misconstrued and I was told that such agreement was never made (Dishonesty).
As a consumer I called back like a normal person would to dispute the charge against my bank account. When doing so the rep from Networx immediately shut off my membership without hesitation or reasoning, The owner Ari screamed at me and yelled after I only made a honest compliant.
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