Matthew R. C unhappy IPage customer
The Better Business Bureau of Central, Northern & Western Arizona
4428 North 12th Street
Phoenix, AZ 85014
To whom it may Concern,
I am a disabled veteran that has limited resources with a dream to start my own business so that I am not a burden to society. That being said my business idea is to offer greeting cards to consumers similar to Send-out cards.com via custom website built by Ipage.com
I originally contacted Ipage with my business website requirements back in May/June 2011 and spoke with Dana, Logan, Aaron and staff at lengths. Once a price was agreed upon & website build was somewhat defined in Ipage contract/design document and elements not defined in writing but verbally agreed upon by Dana of Ipage. I was told that I need to pay upfront for my build which I felt uncomfortable doing so but Dana at Ipage assured me that Ipage was reputable and that they would give me my money back if unhappy minus time spent building my site. After Danas impressive speech I never thought that I would be this unsatisfied and at Ipage mercy to do the right thing and give me a full refund for a failed Ipage attempt to meet my business needs.
In June I paid Ipage $3,900 for a pre-canned ecommerce website with 24hrs of custom design work that would be used to altar this pre-canned website more to my companies business needs.
A few days after paying I was contacted by the project Manager Joe of Ipage located in India for the kickoff meeting then a day later he sent me a web link to a pre-canned website with someone elses products, user name prompt and so forth. All pre-canned web elements were available at that time with my companies name StringFingerCards.Com displayed on the Website Header.
The Project Manager Joe informed me that he just wanted me to tell him if I liked the colors of the pre-canned website before his web-development team started doing any custom work to it. So I toured the pre-canned website and noticed the colors, user name prompt, contact us page, current products..I informed Joe via phone discussion that yeah colors of the pre-canned web-template looked good and liked the colors of the template and said great & requested that I start adding my pictures, logo and other information to the location where his design team can access them when they get to that point within the next 5 to 6 weeks out. As requested I added all files within days of his request so that I wouldnt impair website build completion.
Once again on July 5th I was contacted by Joe the Ipage PM and sent the same pre-canned website and informed that my site was almost complete. I went to the site again and everything was the same. The same colors, user account prompt, contact us, product pictures and my company name simply entered at the top. Immediately I saw the writing on the wall and where this was heading. I informed Joe & Ipage to stop all efforts on this project as nothing had been done yet they said different. At this point I asked for a full refund.
I continued to call Ipage and complain then A few days later a fella named Joel called and said that he was sorry for the inconvenience that this has caused and that he would recommend to Ipage Management that I receive 10% of the $800.00 paid for the ecommerce portion and 90% back of the $3,100.00 custom 24hr portion that I paid Ipage. I informed him that nothing had been done other than someone entering my name on a pre-canned web-template and that I should receive a full refund back. He said that he would take care of it and get back to me.
A day later he called me back and said that the site was completed as requested and I wouldnt receive anything back.
Currently I have been talking with Steven Murillo Quality Service Manager @ IPage Phoenix, AZ location with no success. He has been postponing my refund, deferring, confusing and defending all Ipage previous poor actions.
Today August 3, 2011 @ 10am EST I contacted Ipage Sale/Support via Ipage Chat and communicated with Dayna Brown at which point-in-time I asked him to let Steven Murillo and Ipage Management know that unless I received a full refund back as I had originally requested back on July 5th that I would be sending this letter to the BBB for assistance and would warn all others of this shady company via word of mouth, blogs, posts, special interest groups and so on. Dayna Brown of Ipage informed me that Steven Murillo would contact me this morning via email and that I would get a full refund.
12:30pm EST Steven Murillo called my cell phone, and gave me the impression that I will not be getting a full refund as previously promised via Ipage Chat by Dayna Brown & he still tried to preach the Ipage gospel and state that he worked with me and that he didnt understand my position and said more of the same words as always. Telling me everything but what I wanted to hear, that I was going to receive my full refund back. I informed him that I had no other choice but to contact the BBB and to warn other consumers of the treatment received by Ipage. He stated that he would counter with his documentation stating his facts.
Would anyone in the world go to a Dentist office for a Crown and pay the Dentist the full amount, then while at the Dentist office the Dentist takes impressions of your teeth, sends these teeth impression out for Crown creation. Then two weeks later call you back in for Crown delivery.
And while sitting in the Patients Chair the Dentist attempts to install the tooth and you discover that the Crown doesnt fit.
You ask the Dentist for a full refund and the Dentist replies to your refund request I will give you a refund minus the time it took for my staff to take your teeth impressions and to create the Crown and staff time worked for your unusable Crown. Then to make matter worse the Dentist offers you the tooth if you still want it even if it doesnt fit. Then tell you By the way you wont be receiving any refund back because he delivered the Crown as agreed upon. How long would this kind of Dentist stay in business?
It is unethical what Ipage has done to me and a terrible display of poor business practice.
Please help this disabled veteran receive a full refund back and make sure that this does not happen to anyone else.
Thank you for your consideration in this matter.
Matthew R. C
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