Supermedia LLC Idearc Mis-representation of services for Super clicks advertising / Superpages Dallas, Texas
*Author of original report: Supermedia Misrepresentation / service with no representation / deceptive practices
*UPDATE Employee: Acct Info needed
In the Fall of 2009 I purchased services for a year of web site hosting/web page construction. After 3 months roughly, the web services were discontinued without notification. i had been paying the bills so nothing should have been wrong. I never heard from any one at Idearc about a stopage.
My wife was paying the bills so I was not aware they stopped sending the invoices. I went to look for my site and it was not there. I never was contacted from the beginning about how to manage the site or how to make changes to it. The sales Rep. Richard Bastress never contacted me other than the initial startup nor did the geeks in the web dept. for site management. It is part of what I thought I was paying for and a requirement for them to keep in contact once per month. never happened.
So I went month's and month's after the startup thinking I was going to have business prospects coming my way...NOT. When I finally noticed the site was down and called Idearc they said they would look into it. The did and our next conversation was...Well the manager said the sales Rep was not with them anymore for whatever reasons and He had dropped the ball on my account along with whatever else.
I was told by a manager that I was entitled to a $148 per month credit for 12 months of their web service for my inconvienence. This was mid summer 2010 approx. I had family issues and did not utilize the credit till the end of November 2010. Last 2 days of Nov.
When I signed up for the use of the credi I was told by the sales Rep.Nicholas Matthews that I was only able to use the credit they gave me for a WEB PAGE and that I needed to have a Click advertising plan with a SUPERPAGE to go along with it. And that you needed one to have the other. Well this is when it all went wrong!!!
I signed up for the CLICK package and a "SUPERPAGE". It involed a $40 per month charge for the "SUPERPAGE" also I had to give the the OK and credit card info for them to charge my credit card for the "CLICK" packageat a rate of .40 cents or less per click. I was also told as part of the agreement that they could charge my credit card up to $399
The sales Rep and I spoke for a short time about the Superpage and click program. He said he would set up some KEY WORDS for the program he thought would work. I gave him some words I thought would work. I set up the CLICK program for Nevada and California as that is where I am a contractor.
Well at the end of December I had a charge for $397 on my credit card. I thought WOW that is alot of clicks for my company nearly or over a thousand. For the type of business I have that is huge as it is a somewhat specialty trade. I kept getting roughly $397 billed to my credit card every month. The only calls I was getting were from everywhere but NV and CA.
Well...I NEVER HEARD FROM MY SALES REP ONE TIME from the startup untill mid April I put a stop to SUPERMEDIA having access to being able to charge my credit card. As I had called Nicholas Matthews (sales rep) and that is what he told me to do. I HAD TO CALL HIM AFTER ALL THAT TIME. I then tried to find out why and how they were charging me.
I came to find out from an auditor named CRAIG who sent me a spreadsheet of the Aledged clicks in question. I was getting clicks for random words and from all over the 50 states including hawaii and alaska. I recalled the sales rep. and told him what I found out. He ACTED flaberghasted. He then went on to tell me he "DROPPED THE BALL" on my account. And on the spreadsheet it reported I was being charged from .99 cents to over $2.50 PER CLICK.
I was told I would be charged .40 or less per click and at that point (when I signed up for the program). At that time the sales rep said other programs were alot more per click and it depended on a handfull of things to make it higher. I said I would never sign up if I had to pay the above amount (.99-$2.50).
After the audit with CRAIG I was refunded $1412 of almost $2000 bill since December to April. The exposure area was adjusted to NV and Ca. I still had NO IDEA what the KEY WORDS WERE THAT THEY WERE USING as they said they changed those. With NOT ONE BIT OF INPUT FROM ME.
I disputed the remainder of the bill (543.84with my credit cart company and was awarded a refund from the credit card co. $571.04. In october of 2011 I was rebilled 173.71 for the aledged charges. I have that amount to pay still on my card.
At the beginning of August I contacted Craig (auditor) and he told me that is all that he could do for me.
I then contacted CUSTOMER CARE (OXYMORON) and was appointed an assistant manager named Valentina Crick...She actually was very helpful...We reveiwed the charges and reviewed the account by this time it is nearly mid september. I was waiting for another audit from KEITH BARBE. The audit came back which I NEVER was able to see or see what KEY WORDS they were still using and what actual amount per click they were charging me. He said in a message I still have on a voice message that I was to be refunded 178.50 that never happened. The last message he left me ended with " if you have any questions please contact me at # and extension #. Well I had questions allright but the extension # he left was not valid. As stated above I was rebilled 173.71.
I tried to call Valentina Crick again and only got a voice message that she was out of the office and all calls would be returned...Well...never heard from her again.
The replacement of the sales rep I originally made the agreement with called me 2 weeks before the agreement was to end (mid NOV) and wanted to know if I wanted to renew the program...I COULD NOT BELEIVE IT!!! I told her what all happened and she said (this was a knife in the back) That in their training they are told to FOLLOW UP ONCE A MONTH WITH EACH CLIENT on the reps. client list. The follow up is to include possible changes to KEY WORDS and how well the program is working and to HELP the customer make any needed adjustments that might be needed.
All of which never happened but were supposed to be included in the fees for service for the superpage and the click program. I feel as if I was RIPED OFF and MISREPRESENTED by all of the people from the START. The web designers NEVER contacted me about any services that were to be included with the web page they did for me.
And I cannot even build my own site with the web address I have for my company as Supermedia is still powering the site but it is all scrambled and they have taken possesion of my web address. Which I should have secured before all this. But Who Knew???
I also have an aledged outstanding balance of over $804 plus the 178.50 they rebilled my credit card. SUPERMEDIA HAS ASSIGNED A COLLECTION SERVICE TO COLLECT MONEY FROM ME AND TO BADGER ME FOR THE FUNDS AND TO DING MY CREDIT ALL IN THE NAME OF THE ABSOLUTE WORST SERVICE THAT ANYONE COULD EVER GET FROM ANT BUSINESS IN THIS COUNTRY!!! I HIGHLY RECOMEND THAT ANYONE THAT IS DEALING WITH SUPERMEDIA...WATCH THEM LIKE A HAWK AS YOU ARE SET UP FOR FAILURE...AND ANYONE THAT IS THINKING ABOUT USING THEM TO NOT DO IT AS YOU CERTAINLY WILL BE WRONGED BY THEM. I WILL NEVER DO BUSINESS WITH THEM IN ANY FUTURE AND WILL GO OUT OF MY WAY TO WARN AS MANY PEOPLE TO NOT DO SO!!!!
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