• Report: #658435

Complaint Review: Climber.com

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  • Submitted: Thu, November 04, 2010
  • Updated: Wed, March 28, 2012

  • Reported By: Scott — Sacramento California USA
Climber.com
701 B Street, Suite 520 San Diego, California United States of America

Climber.com Bad Business Practice San Diego, California

*Consumer Comment: Not true access to recruiters

*REBUTTAL Owner of company: Let's make it right!

*Consumer Comment: Upper Level Mgmt. Will Not Respond to my Emails

*UPDATE Employee: Climber Address Allegations

*Author of original report: Satisfied

*REBUTTAL Owner of company: Please check email

*Author of original report: Number

*REBUTTAL Owner of company: Grace Period

*Author of original report: Explanation of bad business practice?

*UPDATE Employee: Explanation of Climber Policies and Procedures

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Read complaints at the BBB... BE AWARE!! I signed up for their "30 days Satisfaction Guarantee". I ended the service on the day that the site listed as the next period.. and they refused to refund my money.. I took the issue to the Executive VP and he refused as well. Not only that but they charged me for the next 30 days and will not refund it... VERY BAD BUSINESS practice.. Before they would not refund my money, I was content to just say their service did not work for me... apparently it does not work for others as well..

Now, let me tell you what I learned while I was enrolled.. You can send emails to recruiters from their site... supposedly... What really happens is the email you write, goes into an "inbox" on their system and the recruiter has to sign in to get your email. Here is the problem, this is a passive way of reaching the recruiter... and why altimately I believe I did not get 1 response. How many emails do you think an average recruiter gets in a day?  A TON!! So the Climber makes the recruiter go through one more step to retrieve ANOTHER email... for a job that they listed on Craigslist/Careerbuilder where they are already receiving an avalanche of responses!!  (This was substantiated by their customer service person--(I won't use her name here)-- in an email to me when I was concerned about not recieving any responses.) As a bench mark, on other sites like the Ladders.com I was getting responses to almost everything I sent out.  Lastly, if you do use this service-- which I highly recommend AGAINST-- do not fill out the "Professional Profile" piece. In my case it gave a VERY wrong profile, and they do not allow you to change it's outcome. This has an effect on your brand, and may cause people to view your information differently. 
They have ripped me off for $79.98---  The "30 days free" and the next 30 days that I will  not be using because I cancelled the service.




 


This report was posted on Ripoff Report on 11/04/2010 10:37 AM and is a permanent record located here: http://www.ripoffreport.com/r/Climbercom/San-Diego-California-92101/Climbercom-Bad-Business-Practice-San-Diego-California-658435. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
3Author 4Consumer 3Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Not true access to recruiters

AUTHOR: Steven Quest - ()

I, as many of the posters here signed up for service with this company. I was promised hte moon and got the slap to the face. I took it up on myself to look up an employee with Apple Computers. I am pretty good with computers and found this person even though they only give you the person's first initial of their last name. At the time of this posting, the person has been with Google for almost 3 years. How is it we are paying for bad links? I called customer service and they told me they do NOT check any of the links they add as HR or employees of that particular company. So here we are sending "emails" and linkedin requests to returned emails. No one from the company ever checks these. It is a total waste of time. Also, from day to day, people who are "following" me will totally fall off and the come back again the next day. Also, if you go and view yourself, that counts as "someone" viewing your profile that day. So, the company, can actually pump up their own stats if they so choose and make someone feel good about themselves that day.

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#2 REBUTTAL Owner of company

Let's make it right!

AUTHOR: Climber.com - (United States of America)

I am not sure about the your individual circumstances, however, I do know that in even the most efficient organizations some things slip through the cracks.  We have consistently maintained a "A" rating with the BBB and as you can see on this forum we are happy to work out any problems. 

Climber.com provides services to 1.8mm job seekers and tens of thousands of Recruiters and Hiring Managers each month.  In this market place, we offer a service which helps our premium members get more visibility through search engines and in recruiters search results.  We also offer our Recruiter Directory that enables our members to send LinkedIn Invites and their Resumes directly to the Recruiters and Hiring Managers they choose.

I am happy to work with you to resolve this situation and I firmly stand behind our product and wonderful people who give 100% every day to help others find meaningful work.

Please reach out to me directly at through our customer service team. 

Cheers,
Mike
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#3 Consumer Comment

Upper Level Mgmt. Will Not Respond to my Emails

AUTHOR: Katy Resident - (United States of America)

It sounds like the poster was able to get some resolution.  My emails to the CEO, Mike O'Brien, and the COO, Nick Jimenez, have gone unheeded.

Like other posts, I was solicited via phone.  The company is using job boards to sell their wares to job seekers, not to screen a candidate or set an interview but to sell.  That to me is abuse.  The company left a callback number, but I had no idea what it was in regards to.  At the time I decided to join I was unaware of what I was getting into.

Since the sale was over the phone, there was no disclosure regarding terms and conditions and terms of service.  I was told in a recent email from their client services associate the following.  This is verbatim:

" 'Yes,

I understand you signed up over the phone. However, at no time did the sales representative tell you or elude that you would be eligible for a refund. This is a feeling you have concluded by reading only portions of our Terms of Service on the site as well as the feeling of dissatisfaction. When you decided to use our website, you agreed to our Terms of Service by entering and using the site. Feeling you should receive a refund and being eligible to receive a refund are two completely separate things' ".

I have yet to do business with a company, until now, that does not require you to accept their terms and conditions and terms of service at the time of sale or solicitation, not afterwards.

See sentence four in above excerpt.

I signed up less than a week ago at the time of this writing.  I purchased a four month program, called the VIP Program.  In the money back guarantee under Terms on their website, there is no reference to the VIP Program being the Premier Program.  They are one in the same.  The Premier Program does not offer a money back guarantee unless you have received points, rewards, or discounts from other websites.  Monster.com did not offer me anything and my only issue with them is allowing companies to solicit job seekers for a sale.

Evidently this company is dead set on keeping my money, and upper management will not contact me at my request.  Within one day of signing up I was having service issues, calls going unreturned, etc.

I am pursuing this with the State Attorney General's Office and have filed a credit dispute.  I would recommend this to anyone having issues with service.

No, they do not guarantee a job.  I would be leary if they had stated they could.  This simply boils down to service issues and a lack of goodwill on the part of Climber.com.

If Mike O'Brien, CEO of Climber.com, attempts to contact me to resolve this issue (yes, he has received my emails), I will update this post with a response.  I will follow up to this post either way in an effort to assist others considering using their services.
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#4 UPDATE Employee

Climber Address Allegations

AUTHOR: Climbercom - (United States of America)

First, in regards to the BBB, Climber.com currently had an A rating:http://www.bbb.org/san-diego/business-reviews/employment-agencies/climber-com-in-san-diego-ca-18000329/#bbbonlineclick

Climber.com offers a 30 day money back guarantee. If you cancel after the 30 days, the refund becomesineligible. This policy is clearly stated in the terms of use on the Climber website: www.climber.com/terms_of_use

Climber.com is a monthly billing cycle as long as it is active. The day a user signs up is their billing date for each month. For example, if a user signs up on the 14th of February, the 14th of each month will be their billing date. If this user was charged a second time, it was due to the fact that they did not cancel their account prior to their next billing date. Once an account is canceled, no future charges will be applied.

In regards to Recruiters, Climber.com Recruiters understand that they have a separate inbox for their Climber candidates. Climber.com sends them notifications that tell them to check it when a candidate has reached out to them. Recruiters who come to Climber to source candidates, have a full understanding of how their process on the site works, and Climber candidates are not just another resume sent to their inbox or Applicant Tracking System.

The "Professional Profile" is just another way to help match job seekers with their ideal employers. It is not a personality test, nor does it take away from a candidates experience and work history. If a job seeker does not like the results of the Professional Profile, they have the option to take it a second time if they wish.

Climber.com did not rip off this consumer. The job seeker was billed on their monthly billing date that they agreed to by submitting their credit card and personal information to the website.

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#5 Author of original report

Satisfied

AUTHOR: Scott - (USA)

To all that have been following this thread: I received a nice email from Mike O. the CEO of the company. He explained that he would be doing some training with his staff, as the information that was provided me by DG which I copied above was incorrect. While they do have an email system, it is not something recruiters have to log in to.


Secondly, They did refund all of my money, including the first 30 days.. I wish to thank Mike for doing the right thing.  While this service did not have the desired effect for me, I understand that they have helped a lot of people connect with recruiters to find employment.


Thanks again Mike for your help in resolving this matter.


Best wishes,


Scott

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#6 REBUTTAL Owner of company

Please check email

AUTHOR: Climber.com - (United States of America)

Scott, please check your email, i think you will be happy with the resolution. 

Cheers,
Mike
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#7 Author of original report

Number

AUTHOR: Scott - (USA)

Mike. The confirmation number that was given me is 3437646518.
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#8 REBUTTAL Owner of company

Grace Period

AUTHOR: Climber.com - (United States of America)

If you cancelled on the day you were billed we will absolutely remove the charge! 


If you are in were in your Trial Period and canceled we are happy to refund your charge. Please post your account number and I will look into it.



Mike
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#9 Author of original report

Explanation of bad business practice?

AUTHOR: Scott - (USA)

Yes.. please go the BBB... Fact is they have 24 complaints in the last 36 months.

 

Climber.com said--"The accusation that our recruiters have to sign-in to our site to receive a jobseekers email is completely false." --

 This is an exert from the email from one of their customer service representatives-- I was not getting any response from recruiters and asked if there was a way to see that the recruiter actually recieved my email. My take away from what they wrote was that the recruiter has a Climber mailbox where they would receive my messages...  Which is it?

 

From: DG

Sent: Wednesday, October 13, 2010 1:49 PM
Subject: Re: Recruiters
Importance: High

 
Hi S,
The emails are being sent. If you would like to view which contacts have been emailed, you may check your recruiter activities. Although we appreciate your feedback, at this time there is no way to view the sent message text.
The message is received in their climber.com mailbox, and there is no junk mail to receive.

 

Climber says-- "Finally, if a user does cancel their account, but has already been charged before the month is over, we are happy to re-activate the account for them so they can use the month they paid for."

 

I cancelled on the day they indicated on their site was my "re-up" day for the next 30 days... Why would I continue a service that was not working? I CANCELLED FOR A REASON.. Perhaps Climber.com does not understand that charging for a cancelled subscription and not refunding the charge, is called theft.  They billed me for the 30 days forward which I do not have a subscription for...

 

Not to mention that they are not refunding what they billed me for the "Satisfaction Guaranteed" time period. They say I missed the deadline by a day... yet it was the day listed on their site.. totally deceptive. If they truely believed in having Satisfied Guaranteed, they would have refunded my money straight away. I was not asking for something unreasonable--- I mean if I came back 3 months later that is a different scenario... but 24 hours? Come on!

 

If they change their mind and do the right thing, I will repost that the issue is taken care of and they ultimately did the right thing...  

 

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#10 UPDATE Employee

Explanation of Climber Policies and Procedures

AUTHOR: Climbercom - (United States of America)

Climber.com would like to address the accusations of the client who issued a complaint about our business practices and site services.

First, in regards to the BBB, we currently hold an A rating with them and all of our complaints have been resolved and closed. We have been a BBB accredited business since 2006. This information can be found here:http://www.bbb.org/san-diego/business-reviews/employment-agencies/climber-com-in-san-diego-ca-18000329/

In regards to the 30 Day Money Back Guarantee, if a client is not satisfied with the service within the first 30 days of the service, they need to cancel down the account and request a refund within the first 30 days of their service. If their account has been re-charged, then they are past the first 30 days and are not entitled to a refund. It is a month to month billing cycle which will be automatically charged as long as the account is active. Once an account is canceled down, which the user can do on their own from their Account Settings, it will stop all future billing. Every client who signs up for Climber Premier is held to our terms and services which are clearly provided on our website and can be found here:http://www.climber.com/terms_of_use

The accusation that our recruiters have to sign-in to our site to receive a jobseekers email is completely false. We do have an internal network of recruiters, however the emails that are sent to them from jobseekers go directly to their personal inbox (Outlook, Yahoo, Gmail, ect...) so they do not need to sign in to their Climber account to receive them. We also have thousands of recruiter contacts that are not part of our internal network, or have a Climber login, that our jobseekers can reach out to and the recruiters will receive their emails and resumes in their personal inboxes. 

The reasons that a recruiter might not respond to an applicant is unknown to everyone except that recruiter. Climber does not promise a client will be hired or that they will receive a certain number of responses. However, all of our contacts have been verified and are checked and updated on a consistent basis.

In regards to the "Professional Profile" which is actually called the "Career Fingerprint," it is an interactive tool that helps show our recruiters what a job seeker values in a workplace environment. It can be taken twice, but if a jobseeker wanted to take it more than twice, they are welcome to call Client Services and request the application be reset. The Career Fingerprint is just another way for Climber to best match our jobseekers with their ideal companies, however it is not the sole way we market them and does not override their experience and background that is marketed on their behalf as well. 

Finally, if a user does cancel their account, but has already been charged before the month is over, we are happy to re-activate the account for them so they can use the month they paid for. However, we will inform the client to cancel the account again before their next billing cycle in order to not obtain an unwanted charge.

Climber has had many successful clients and has helped get many of them hired. You can view our testimonials at http://thankyou.climber.com and http://spotlight.climber.com
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