• Report: #210222

Complaint Review: Web Marketing Source

  • Submitted: Sat, September 09, 2006
  • Updated: Tue, September 04, 2007

  • Reported By:Nevada City California
Web Marketing Source
www.webmarketingsource.com Internet U.S.A.

Web Marketing Source And Captures.com This organization took a great deal of money from me, promising to promote my website. They have done nothing but take my money; they have provided no service, no contacts, no marketing work, nothing. Internet

*Consumer Comment: This is NOT about policy this is about HONESTY!! Captures.com DOES tell Potential Clients, their Keywords will be on the TOP Pages of Google...

*UPDATE Employee: Again, you are missing the point, our policy and the agreement you signed!

*Consumer Comment: As Always...You are Missing the Point the Complaint!

*UPDATE Employee: Again, Policy Hasn't Changed

*Consumer Comment: How UNPROFESSIONAL!!!

*UPDATE Employee: All You Have To Do Is Tell Us What's Wrong, We Will Do Our Best

*UPDATE Employee: All You Have To Do Is Tell Us What's Wrong, We Will Do Our Best

*UPDATE Employee: All You Have To Do Is Tell Us What's Wrong, We Will Do Our Best

*UPDATE Employee: All You Have To Do Is Tell Us What's Wrong, We Will Do Our Best

*Consumer Comment: I Never Received the e-mail or Phone Call, Until After I Was Persistant in My Efforts to Contact YOU!

*Consumer Comment: I Never Received the e-mail or Phone Call, Until After I Was Persistant in My Efforts to Contact YOU!

*Consumer Comment: I Never Received the e-mail or Phone Call, Until After I Was Persistant in My Efforts to Contact YOU!

*Consumer Comment: My Issues Were Not Resolved, as You Say. . .

*UPDATE Employee: Your issues were resovled and you had been notified by email and phone

*Consumer Comment: What Contract did you sign up for?

*Consumer Comment: You Guys Just Don't Get it!

*Consumer Comment: You Guys Just Don't Get it!

*Consumer Comment: You Guys Just Don't Get it!

*UPDATE Employee: We Have Gone The Extra Mile For You

*Consumer Comment: UPDATE on My Experience with Captures.com/Web Marketing Source - I am Reporting them to the Attorney Generals' Office.

*Consumer Comment: Donna. . .How Did You Get Your Refund. . .this Company Told Lies About You!

*Author of original report: Web Marketing Source & Captures.com Make Good

What's this?
What's this?
What's this?
Is this
Ripoff Report
About you?
Ripoff Report
A business' first
line of defense
on the Internet.
If your business is
willing to make a
commitment to
customer satisfaction
Click here now..

Does your business have a bad reputation?
Fix it the right way.
Corporate Advocacy Program™

SEO Reputation Management at its best!

A salesman by the name of Vinson Walker contacted me by telephone. He proceeded to talk with me about the website I had created to promote my new skin care products. He and his affiliates wooed me into signing on with them to market my website. The promise was that 15 meta-tags would be developed specific to my website, and that these would be registered with all major search engines at least twice per month. The fee for this service was $849.00.

Since signing on with this company, I have had absolutely no visitors to my website, including Web Marketing Source or Captures (my website design allows me to track all visitors). There have been no meta-tags developed for my website (I have checked my source codes daily since signing on with this company). Finally, there have been no attempts to contact me to provide service or clarify service.

A simple search with my company name does not even provide me with a response from any major search engine.

There has been absolutely no attempt by either Web Marketing Source or Captures.com to actually provide me with the service I was promised. There has been no contact with me what-so-ever, except the billing through my VISA card for $849.00.

I am outraged. I have e-mailed the company several times to attempt to make contact with them, to no avail. I want my money back!

Donna
Nevada City, California
U.S.A.

This report was posted on Ripoff Report on 09/09/2006 02:49 PM and is a permanent record located here: http://www.ripoffreport.com/r/Web-Marketing-Source/internet/Web-Marketing-Source-And-Capturescom-This-organization-took-a-great-deal-of-money-from-me-210222. 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.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

Click Here to read other Ripoff Reports on Web Marketing Source

Search for additional reports

If you would like to see more Rip-off Reports on this company/individual, search here:

Search Tips
Report & Rebuttal
Respond to this report!
What's this?
Also a victim?
What's this?
Repair Your Reputation!
What's this?
REBUTTALS & REPLIES:
0Author 22Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

This is NOT about policy this is about HONESTY!! Captures.com DOES tell Potential Clients, their Keywords will be on the TOP Pages of Google...

AUTHOR: Caryn - (U.S.A.)

Captures.com DOES tell Potential Clients, their Sites' Keywords will be on the TOP Pages of the Google Search Engine when it Simply is NOT TRUE! And, Policy is not the issue here!

Matt,

You need a few lessons in customer servic

All you have proven, in your rebuttals is how completely obnoxious, arrogant and condescending you can be. You are the last person that should be handling your companys' customer service matters, as this type of service requires a considerate, caring, compassionate individual, who can understand his/her customers' needs and try to work with them. And please don't even go there, by stating you have. You are certainly not someone who any person in their right mind would want to be serviced by.

Anyone who reads your rebuttals, should steer clear of your company, unless they choose to be attacked and verbally berated by you (the one who handles your companys' customer issues/concerns). Your true character shows through in your harsh words, used to respond to the complaints posted here.

You like to make people feel that you are superior, in your knowledge of the industry, and apparently of everything else, but the truth be known, is you have no idea what you're talking about. You need to pass this torch onto, someone who knows how to treat people as it's obvious, you are NOT the one for this job.

No matter how upset a customer gets you should ALWAYS handle the situation with caring and compassion something of which you know nothing about.

I'd say you owe me, and everyone who has posted a complaint in this forum, an apology but don't bother as we know it would not be something you truly meant, but something you did to make people think, you were doing the right thing.

You let your emotions get the better of you and that is certainly not something that gives you any credibility, in handling customer issues, or anything else for that matter. It's obvious in one of your many obnoxious statements such as. . .

In the case of Melissa and I, asking you to prove your claim of companys' paying ROR to remove their negative reports...you stated "It's not my obligation to prove it to you" Or, when I asked for proof, of how you market my site, and what I get for the monthly fees you charge...you stated I am not obligated to prove anything to you...but we do the work" Think about how that sounds!!

If you think for a moment anyone would believe what you say that these reports actually help your company more than harm would be seriously mislead. Again, seeing how you treat those of us, who have posted complaints, is showing the negative way in which you would handle problems of any kind.

Andas a matter of FACT your company DID state, when I was SOLICITED by phone...that my top keywords WOULD be on the FIRST PAGE of Google and don't try to deny it it is TRUE!!! Many others who have posted complaints, have stated the exaxct same thing. Otherwise, what would make your service different than any other web service company out there. Paaalllleeaaase! So that is what you use as a draw, to pull people in.

As stated by another victim of Captures.com
Web Source Marketing (Captures.com) called over six months ago with the promise that they would get me into the upper pages of the search engines after three months. I, unfortunatly believed them. I don't have any upper level status. I am not any where near the first one hundred pages, let alone the first few pages of the major search engines.

This is NOT about your policy, as you so obnoxiously like to repeat over and over again it is about how you and your sales staff lead people to believe your services are something they are not. And how you leave out, some very important things, about the contract, while forcing people to sign on.

So as far as your sales people taking time with the potential client, going through the contract processTHAT is complete BS as your company FORCES them through the process and unless you have been put in that situation you are NOT one to judge how someone can or cannot be PERSUADED into something they DO NOT want! That is what companys' who victimize people, are all about. And that's what Captures.com/Web Marketing Source does whether you care to admit it or not.

If you state that potential clients are not forced into contracts then you would calling all who are very upset about the fact that they were liars. You tend to deny the power of MANIPULATION and that is what Captures.com/Web Marketing Source has mastered the art of. Take some responsibility for the false statements made by your company to get their clients.

In addition many have stated, that once you had their money, that they NO LONGER were able to contact anyone to help them. And again, this is stated, by not just myself but many others who have posted complaints. If we all have the same issue it would certainly make someone thinking of doing business with you, no longer want to do so.

Of course, you, as an employee of the company, would have nothing but wonderful things to say about them why wouldn't you as I'm sure a company would not want their employees to state any different.

And YOU were the one stating, you didn't want to go back and fourth with me, on this, discussing the same things over and over again yet that is exactly what you chose to do. So as you continue to respond with such insulting remarks I have no choice but to comment on those responses, and back up the TRUTH so all who read these reports will know.
Respond to this report!
What's this?

#2 UPDATE Employee

Again, you are missing the point, our policy and the agreement you signed!

AUTHOR: Matt - (U.S.A.)

Caryn,

I do not consider this a waste of breath, or time and I will continue to "BOTHER" as long as you feel a need to vent your frustrations in this manner. As a matter of fact, I am enjoying my Labor Day weekend, yet I am still her posting rebuttals to your reports, hmm, sounds like someone who is really trying to rip people off, huh? Catch the sarcasm?

The reason why there are service agreements in the first place is that a consumer/company needs documented proof of what they agreed to and a document that discloses ALL the details of the service, in case there are in discrepancy's or questions about what was purchased later on. In the event that you state you were not aware of what you were getting, you can always fall back on that by reading what you are getting. I know I always look over the services agreement when I buy things Online or over the phone and I DO NOT complete the order until I am comfortable signing the agreement no matter how much a I want it or whether there is a time matter. I assume it's the same for others out there, don't you? How is it that the majority of our 4,000 clients seem to get it, but you don't?

Oh that's right, you feel that no matter what you sign, no matter what the circumstances that if you choose to back out later or feel buyers remorse later on, you'll just whine and complain until you get your way.

In response to ...

"You have stated in previous rebuttals, that your company does not force people into anything...and that they can make their own decisions, as to what company they chose to go with for these services...but that is so NOT TRUE, and you know it. Your sales people are extremely forceful, in the way they speak to potential customers...and RUSH people through the contract process over the phone, NOT disclosing the IMPORTANT information, that someone would need to know, in order to make the right decision for their online business.

It is completely true. No one forced you to do anything. No one promised you anything. No one MADE you do anything. You are a big girl, capable of making your own buying decisions and capable of reading through a services agreement, yet you state you knew nothing about what it is you purchased, yeah right.

Our sales people do their job. They offer to read your agreement to you out loud and they walk you through the steps to copy it AND print it off. You should have a digital copy and a written copy for your records. No excuses as to you NOT knowing what you purchased.

In response ...

"#1 Why does your company charge thousands of dollars for a website, that although on one hand you state is OWNED by your client, then on the other hand, you tell them, they are not allowed to have their files hosted elsewhere and that you OWN their website. If they are not happy with your companys service, which there are many, many who are not...they are stuck working with you, and cannot chose to ever go elsehwere for better service. And I ask that you answer this question, without skating the real answer I am asking for."

The dollar amounts we charge for services not only go into the technology we give you access to, but also are dependent upon the type of design you require, graphics, time for the techs to initially train you and the monthlies are for renting out space on our server, bug fixes and on-going training. Like I have said many times. Our prices are competitive with the industry and just because you think it's not fair doesn't mean otherwise, it's only your opinion. An opinion that is coming from someone who knows very little about the business in the first place and who gets confused when it's explained in plain English over and over again. In case you didn't know any of this, it's all written out in the agreement you read and signed before you purchased services from us.

"#2 Why are the important policies NOT disclosed to a potential client before they sign on for a website with Captures.com, such as a refund policy (which you've obviously stated, there is none...the 2 year contract you are going to lock them into...and the fact that they will not own their website...etc, etc, etc."

It is. We offer to read the agreement out loud to you in case you have questions, you passed. We also walk you through keeping a copy and printing it for later review. It is all in there, no excuse for not knowing what you were getting all along.

"#3 Why is it that you PROMISE that top keywords for a clients website will be on the first page of Google in a very short period of time, when it's simply not true. No company can promiste this for anyone. And if it is true as you say...why is it that all the complaints you've received state the exact opposite. Most people are stating, that once they sign up with your marketing package for their website...that the original keywords they had for their site, were performing well...and the new keywords you assign for them, make their site do a total nosedive...and now the results you promise are just not there."

We do NOT PROMISE and do NOT GUARANTEE anything as it CLEARLY states in the agreement you signed. In this business there are no guarantees. We promise to work hard on your behalf and do all we can to help you get there, but nothing more. We state what is possible and that results vary depending on what you sell, the keywords you target and the competition within search. It's all dependent upon many variables which we take into account during the servicing of your site. Some take longer, some pop up right away, it's just h*e it goes and we explain all this to you BEFORE you sign up.

I speak to everyone the same way Caryn. I do not sugar coat, I do not hold back, I do not lie and I do not put up with people (whether a client or not) who attempt to bad mouth our company or individual of our company with NO VALID PROOF or REASON. If I offend you, you ca choose to speak with someone else or post in an alternate location. If you continue to post here, you will be dealing with me. I genuinely explain policy and rules of why we do things to the best of my ability, that's all.

In response ...

"And it's obvious that by you not excepting Melissa's challenge to sign up for the Ripoffreports Consumer Advocacy Program, you are stating you have no desire to help those who have been victimized by your company."

We have a great desire to help our clients and continue to each day. We have not victimized anyone and that's why we CHOOSE not to participate in programs like that. If we have done something in error or a client feels like we are not performing our duties we do everything in our power to make them happy as per policy. Some of our clients have received refunds or gotten fees waived, but it is on an individual basis, depending on unique circumstances and company policy. It is determined by a group of people, not just one, and they take each request on a case by case scenario. It was determined that, in your specific case, there will be no refund as we followed through, and continue to follow through with everything WE agreed to. We looked into everything to see if we did anything outside of the norm, wrong or didn't do our job and it was determined, by more than one person, that we had. Hence to refund, no fees waived, etc.

In response ...

"It's OK for a business to admit there are things they can improve. And the only thing you are saying...is to have the client call you directly and that you will help them with their issues...well if you are so commited, as you say...to helping your unhappy clients resolved their issues...then you should not have any problem joining this program."

I have told you and other individuals that we are always trying to improve our processes. All businesses should no matter how good they are at dealing with customers. We do, we will continue to and you have been told this along with others. The thing is we don't need a program like that to help us, maybe others do, but not us. Quite frankly, our unhappy customers are not unmanageable and at this time we do not require the support of outside parties. Nor do I see us ever doing it in the future, not saying we won't or wont need to, just that we don't right now and I don't see us ever having to.

In response ...

"Oh...and if your company can pay off ripoffreport to remove any of these reports...I'd like to see proof that that has ever happened...and I'm sure the owner of Ripoff would love to see that as well."

It's not my obligation to prove it to you. You can look it up Online and see for yourself! I only know of one company personally but am sure there are others. If you call or email me I will show you the documented proof, but otherwise ROR won't even post this report if there is mention of that in it. Sounds like ED asks for proof, then IF someone has it they never show the report live on ROR or remove that part of it. He is basically asking for something he knows will never see the light of day on ROR because of their system filters.

I replied to Melissa's with the example and it has yet to show. I replied to hers the same time I wrote the last response to you.

As always Caryn, call me if you want to move forward, otherwise we can continue this as long as you like. Have a good Labor Day weekend.
Respond to this report!
What's this?

#3 Consumer Comment

As Always...You are Missing the Point the Complaint!

AUTHOR: Caryn - (U.S.A.)

Matt,

This is NOT about asking a company to change it's policy for one individual...this is about the sneaky way in which your company gets people to sign on for your services in the first place. They are not properly educated on your policies, before being forced into agreeing to them.

You have stated in previous rebuttals, that your company does not force people into anything...and that they can make their own decisions, as to what company they chose to go with for these services...but that is so NOT TRUE, and you know it. Your sales people are extremely forceful, in the way they speak to potential customers...and RUSH people through the contract process over the phone, NOT disclosing the IMPORTANT information, that someone would need to know, in order to make the right decision for their online business. You can waste your breath, and time writing me back, to state the opposite, but all who have posted complaints, along with many others out there, who have not yet officially posted them...know the TRUTH. So please don't bother.

Your company rushes people through the contract process over the phone, not informing them, that they will be LOCKED into a 2 year contract...or telling them that they will NOT own the website you are asking them to pay thousands of dollars for.

You are also NOT disclosing the reason why you DO NOT allow your clients their files to be hosted elsehwhere. Simply stating there are legal reasons, is just not enough of an explaination. So if you choose to hear a DIFFERENT question, here it is:

#1 Why does your company charge thousands of dollars for a website, that although on one hand you state is OWNED by your client, then on the other hand, you tell them, they are not allowed to have their files hosted elsewhere and that you OWN their website. If they are not happy with your companys service, which there are many, many who are not...they are stuck working with you, and cannot chose to ever go elsehwere for better service. And I ask that you answer this question, without skating the real answer I am asking for.

#2 Why are the important policies NOT disclosed to a potential client before they sign on for a website with Captures.com, such as a refund policy (which you've obviously stated, there is none...the 2 year contract you are going to lock them into...and the fact that they will not own their website...etc, etc, etc.

#3 Why is it that you PROMISE that top keywords for a clients website will be on the first page of Google in a very short period of time, when it's simply not true. No company can promiste this for anyone. And if it is true as you say...why is it that all the complaints you've received state the exact opposite. Most people are stating, that once they sign up with your marketing package for their website...that the original keywords they had for their site, were performing well...and the new keywords you assign for them, make their site do a total nosedive...and now the results you promise are just not there.

All the information that SHOULD be disclosed BEFORE the contract process, simply is not told to the potential client, during the SOLICITED and extremely forceful sales call. And again, I don't want to hear your typical response to this...as that would be repeating the same thing over and over again.

And if you want to know why it is that I ask the same questions...well...I'll tell you...it's because I am not getting the truthful answers to the questions...and I will continue to ask them, until I do.

If only the owner of your company knew how you were treating your unhappy clients...I'm sure he would not be too pleased with the way in which you speak to them.

And it's obvious that by you not excepting Melissa's challenge to sign up for the Ripoffreports Consumer Advocacy Program, you are stating you have no desire to help those who have been victimized by your company. Joining this program is a good thing for a company...and proves to consumers, the commitment a company has to make things right, help their clients with their issues, as well as work on service issues they currently have, and need to make changes to improve.

In the words of Ripoffreport, regarding their Consumer Advocacy program...it is for:

A business that is interested in being better, who recognizes the need to make changes, is the kind of business that this program will help. Any business that is interested in being better, that recognizes the need to change and commits to making those changes is the kind of business consumers want to do business with and is the kind of business Rip Off Report will accept as a Corporate Advocacy Program member.

It's OK for a business to admit there are things they can improve. And the only thing you are saying...is to have the client call you directly and that you will help them with their issues...well if you are so commited, as you say...to helping your unhappy clients resolved their issues...then you should not have any problem joining this program.

But this is obviously a non issue...since you've already stated your feelings about this program, and that you have refused to get involved.

Oh...and if your company can pay off ripoffreport to remove any of these reports...I'd like to see proof that that has ever happened...and I'm sure the owner of Ripoff would love to see that as well.
Respond to this report!
What's this?

#4 UPDATE Employee

Again, Policy Hasn't Changed

AUTHOR: Matt - (U.S.A.)

Caryn,

I was wondering if you were going to submit another rebuttal. For someone who refuses to go back and forth it sure seems like, at least for now, that's not what you have decided to do. I have no problems giving you answers through this space, however as I have stated in many of my responses, it's best to give me a call or email so we can discuss matters regarding your site.

Part of my job duties are to inform customers who choose to use outlets like ROR in an attempt to make them happy, but by still staying within policy. I do not make the rules, I did not write the agreement you signed and I did not build your site. You act as if i personally ripped you off and refuse to make contact with our company to resolve any matters you have. Hopefully you understand that by responding to you I am just doing my job, stating policy, following company policy and enforcing it, it's nothing personal.

Nothing I have stated in a rebuttal or report would overturn what the original agreement you signed states. It cannot be modified verbaly or without written consent by both parties. So, as i stated before, we are not willing or able to give you copies of your files to use elsewhere. There are other legal issues that may be affected by it, but besides that, it's not our policy, doesn't state that in your agreement and we are not obligated to do it for you.

As I have stated in many other reports, I have no problem showing you anything, all you need to do is call or email me and we can go over any questions you still have. Obviously there are quite a few by the look of your reports. The problem is, I keep giving you answers only to find out that you have the same question the next day, due to the fact that you are not satisfied with my answers. It has become evident to me, Caryn, that you are just one of those people who cannot be pleased, no matter how hard one tries. I am always willing to explain policy and answer your questions, it's just that it gets a little frustrating when the same questions keep popping up and the asker is expecting a different answer. Can you understand?

The demanding demeanor you seem to always have is not what's offensive. What's offensive to me is the fact that you expect different rules for you than we offer anyone else and are usually unwilling to hear otherwise. It's not fair and wouldn't be fair for us to do for you and not anyone else.

You can continue to post here until your hearts content. I am sorry but my answers to the same questions won't change. I'll be waiting for you next report, until then have a good Labor Day weekend. As always, no hard feelings, nothing personal, I am still willing to help you make money with the site you purchased from Captures.com.
Respond to this report!
What's this?

#5 Consumer Comment

How UNPROFESSIONAL!!!

AUTHOR: Caryn - (U.S.A.)

I refuse to go back and fourth with you, and WILL NOT stoop down to your level!

All I need to say to you...to justify my position, is that, there are many, many, many other people, who have exactly the SAME complaint with your company...and therefore, we all cannot be wrong. If you were as good at building sites and solving problems, as you are at berating your customers...due to their discomfort in your LACK OF ability...we would NOT be, where we are today.

You promise that your program is hands down...better than any other in the industry, and you also promise the sites keywords will be at page ONE, on the search engines, in a very short period of time!!! This is purely false information!

You are obligated by law....to fully disclose, to your clients, exactly what the reasons are, for what your charges represent...yet you are stating your clients are NOT allowed to know why it is, you will not provide them, with their files, to host elsewhere. It is obvious you choose not to disclose this information.

In your response to another DISSATISFIED clients' rip off report, you stated...During the analysis, our reps do spend time talking about the sites we build and the benefits to owning one (which there are many).

Since I OWN this site...as you state...I am requesting that you copy my entire sites' files, and provide them to me, to be hosted elsewhere. Your company does not care about it's clients and/or their business. And...as per your agreement...you had my official request, in-writing for cancellation!

You have yet to show proof of what it is that you do, for the monthly charges you request. And if you recall a conversation we had...you specifically told me....when I asked you to show me, how you market my site...so I can see what I am getting for this monthly fee you charge....your response to me was..."We are NOT obligated to show you proof of anything...but we DO the work." That is completely unprofessional!! And the truth of the matter is...if you were a REPUTABLE company, you WOULD NOT have any problem with showing your clients...what they are paying you for.
Respond to this report!
What's this?

#6 UPDATE Employee

All You Have To Do Is Tell Us What's Wrong, We Will Do Our Best

AUTHOR: Matt - (U.S.A.)

Caryn,

In response to both of your latest reports..

We can go back and forth forever like this or you can simply let us know what the CURRENT issues are with your site, so they can be addressed. I have mentioned for you to call or email us with specifics in several rebuttals here, and have yet to see anything from you. We always do our best to get our customers serviced as soon as a request is made, period. You haven't really requested anything, except for things I have told you over and over cannot, or will not be done.

You can continue complaining about the aspects of our service that you don't care for, but it doesn't change the fact that we have to follow policy. Why would we make an exception for you and no one else? It wouldn't be fair to others, that's why there are policies in place. We have fulfilled our end of the agreement and continue to, and we expect you will give your business an good two years before canceling, like you agreed.

We back up files regularly, and there is no reason for you to have them. There are specific reasons why we host our sites and do not allow customers to transfer hosts, I don't expect you to understand why, but we do for a reason.

I am not sure what more i can tell you, that hasn't been said already. If you spent half as much time working your site as you do complaining about it, you might have made some sales and PROFIT by now. I get no special treatment for my site, I just use the tools that I have been trained to use and spend time each day checking orders. All Web businesses are different, just because my site is getting orders doesn't mean yours never will. It takes time and knowledge to get to the top of search engines.

As always, feel free to contact us so we can address any specifics. As always, no hard feelings on our end. We would be happy to take your calls or emails anytime.
Respond to this report!
What's this?

#7 UPDATE Employee

All You Have To Do Is Tell Us What's Wrong, We Will Do Our Best

AUTHOR: Matt - (U.S.A.)

Caryn,

In response to both of your latest reports..

We can go back and forth forever like this or you can simply let us know what the CURRENT issues are with your site, so they can be addressed. I have mentioned for you to call or email us with specifics in several rebuttals here, and have yet to see anything from you. We always do our best to get our customers serviced as soon as a request is made, period. You haven't really requested anything, except for things I have told you over and over cannot, or will not be done.

You can continue complaining about the aspects of our service that you don't care for, but it doesn't change the fact that we have to follow policy. Why would we make an exception for you and no one else? It wouldn't be fair to others, that's why there are policies in place. We have fulfilled our end of the agreement and continue to, and we expect you will give your business an good two years before canceling, like you agreed.

We back up files regularly, and there is no reason for you to have them. There are specific reasons why we host our sites and do not allow customers to transfer hosts, I don't expect you to understand why, but we do for a reason.

I am not sure what more i can tell you, that hasn't been said already. If you spent half as much time working your site as you do complaining about it, you might have made some sales and PROFIT by now. I get no special treatment for my site, I just use the tools that I have been trained to use and spend time each day checking orders. All Web businesses are different, just because my site is getting orders doesn't mean yours never will. It takes time and knowledge to get to the top of search engines.

As always, feel free to contact us so we can address any specifics. As always, no hard feelings on our end. We would be happy to take your calls or emails anytime.
Respond to this report!
What's this?

#8 UPDATE Employee

All You Have To Do Is Tell Us What's Wrong, We Will Do Our Best

AUTHOR: Matt - (U.S.A.)

Caryn,

In response to both of your latest reports..

We can go back and forth forever like this or you can simply let us know what the CURRENT issues are with your site, so they can be addressed. I have mentioned for you to call or email us with specifics in several rebuttals here, and have yet to see anything from you. We always do our best to get our customers serviced as soon as a request is made, period. You haven't really requested anything, except for things I have told you over and over cannot, or will not be done.

You can continue complaining about the aspects of our service that you don't care for, but it doesn't change the fact that we have to follow policy. Why would we make an exception for you and no one else? It wouldn't be fair to others, that's why there are policies in place. We have fulfilled our end of the agreement and continue to, and we expect you will give your business an good two years before canceling, like you agreed.

We back up files regularly, and there is no reason for you to have them. There are specific reasons why we host our sites and do not allow customers to transfer hosts, I don't expect you to understand why, but we do for a reason.

I am not sure what more i can tell you, that hasn't been said already. If you spent half as much time working your site as you do complaining about it, you might have made some sales and PROFIT by now. I get no special treatment for my site, I just use the tools that I have been trained to use and spend time each day checking orders. All Web businesses are different, just because my site is getting orders doesn't mean yours never will. It takes time and knowledge to get to the top of search engines.

As always, feel free to contact us so we can address any specifics. As always, no hard feelings on our end. We would be happy to take your calls or emails anytime.
Respond to this report!
What's this?

#9 UPDATE Employee

All You Have To Do Is Tell Us What's Wrong, We Will Do Our Best

AUTHOR: Matt - (U.S.A.)

Caryn,

In response to both of your latest reports..

We can go back and forth forever like this or you can simply let us know what the CURRENT issues are with your site, so they can be addressed. I have mentioned for you to call or email us with specifics in several rebuttals here, and have yet to see anything from you. We always do our best to get our customers serviced as soon as a request is made, period. You haven't really requested anything, except for things I have told you over and over cannot, or will not be done.

You can continue complaining about the aspects of our service that you don't care for, but it doesn't change the fact that we have to follow policy. Why would we make an exception for you and no one else? It wouldn't be fair to others, that's why there are policies in place. We have fulfilled our end of the agreement and continue to, and we expect you will give your business an good two years before canceling, like you agreed.

We back up files regularly, and there is no reason for you to have them. There are specific reasons why we host our sites and do not allow customers to transfer hosts, I don't expect you to understand why, but we do for a reason.

I am not sure what more i can tell you, that hasn't been said already. If you spent half as much time working your site as you do complaining about it, you might have made some sales and PROFIT by now. I get no special treatment for my site, I just use the tools that I have been trained to use and spend time each day checking orders. All Web businesses are different, just because my site is getting orders doesn't mean yours never will. It takes time and knowledge to get to the top of search engines.

As always, feel free to contact us so we can address any specifics. As always, no hard feelings on our end. We would be happy to take your calls or emails anytime.
Respond to this report!
What's this?

#10 Consumer Comment

I Never Received the e-mail or Phone Call, Until After I Was Persistant in My Efforts to Contact YOU!

AUTHOR: Caryn - (U.S.A.)

It is not true that I just received your e-mail and your techs' call. until after I e-mailed many, many times with NO response. and also had to call many, many times, until I got a human voice (most often voicemail).

It should not be that difficult to get a problem resolved or get an answer to a question. When you guys state, you will get back to me. I expect you WILL get back to me, WITHOUT my having to always be the one to contact YOU!

I'm extremely unhappy with the service provided by this company and even more so unhappy to find out, that for over $6000 paid, all I get is the rights to use their server, their images, etc.

For all this money paid, I do not own one single thing. It's simply pitiful that they force people through the signing of their contracts over the phone, so you really do not know what you have purchased, until it's too late.

It is incredibly sneaky of Captures to charge so much money for simply rights to use their program. You NEVER have the opportunity to own your own website, when dealing with them, and can NEVER go elsewhere to have your site hosted. They basically hold you hostage with them, and you can only do business with THEM.

I want to cancel my contract, but found out, they expect to receive $2100 for this cancellation. They do absolutely nothing to deserve this money. I have NO PROOF, that my site is being marketed by them. And when I asked Matt Franklin for proof of the work they are doing to my site. his response to me was 'We we are not obligated to provide you with proof. but we do the work'.

If you ARE a legitimate company, that actually DOES the work. why is it a problem to show your customer what they are getting for their money. For what you charge, it is certainly NOT too much to ask. You may not think $6000 is alot of money. but it was all the money I had left, and poured it all into this business, along with a dream of it being successful.

If you'd like to know what would make me happy at this point, here goes:
I want out of my contract, with NO financial obligations. and want my entire site and all it files downloaded onto a CD, and provided to me via mail. again with no financial obligation, as I have already paid you.

PS - Just note. for the record I have NOT received one monthly bill to date from your company. I was told by Alyssa at one time, over the phone, that many bills were sent to my address. but that is NOT true as I have not received one to date. Again it's irrelavant, since this is money not deserved, for services not provided.
Respond to this report!
What's this?

#11 Consumer Comment

I Never Received the e-mail or Phone Call, Until After I Was Persistant in My Efforts to Contact YOU!

AUTHOR: Caryn - (U.S.A.)

It is not true that I just received your e-mail and your techs' call. until after I e-mailed many, many times with NO response. and also had to call many, many times, until I got a human voice (most often voicemail).

It should not be that difficult to get a problem resolved or get an answer to a question. When you guys state, you will get back to me. I expect you WILL get back to me, WITHOUT my having to always be the one to contact YOU!

I'm extremely unhappy with the service provided by this company and even more so unhappy to find out, that for over $6000 paid, all I get is the rights to use their server, their images, etc.

For all this money paid, I do not own one single thing. It's simply pitiful that they force people through the signing of their contracts over the phone, so you really do not know what you have purchased, until it's too late.

It is incredibly sneaky of Captures to charge so much money for simply rights to use their program. You NEVER have the opportunity to own your own website, when dealing with them, and can NEVER go elsewhere to have your site hosted. They basically hold you hostage with them, and you can only do business with THEM.

I want to cancel my contract, but found out, they expect to receive $2100 for this cancellation. They do absolutely nothing to deserve this money. I have NO PROOF, that my site is being marketed by them. And when I asked Matt Franklin for proof of the work they are doing to my site. his response to me was 'We we are not obligated to provide you with proof. but we do the work'.

If you ARE a legitimate company, that actually DOES the work. why is it a problem to show your customer what they are getting for their money. For what you charge, it is certainly NOT too much to ask. You may not think $6000 is alot of money. but it was all the money I had left, and poured it all into this business, along with a dream of it being successful.

If you'd like to know what would make me happy at this point, here goes:
I want out of my contract, with NO financial obligations. and want my entire site and all it files downloaded onto a CD, and provided to me via mail. again with no financial obligation, as I have already paid you.

PS - Just note. for the record I have NOT received one monthly bill to date from your company. I was told by Alyssa at one time, over the phone, that many bills were sent to my address. but that is NOT true as I have not received one to date. Again it's irrelavant, since this is money not deserved, for services not provided.
Respond to this report!
What's this?

#12 Consumer Comment

I Never Received the e-mail or Phone Call, Until After I Was Persistant in My Efforts to Contact YOU!

AUTHOR: Caryn - (U.S.A.)

It is not true that I just received your e-mail and your techs' call. until after I e-mailed many, many times with NO response. and also had to call many, many times, until I got a human voice (most often voicemail).

It should not be that difficult to get a problem resolved or get an answer to a question. When you guys state, you will get back to me. I expect you WILL get back to me, WITHOUT my having to always be the one to contact YOU!

I'm extremely unhappy with the service provided by this company and even more so unhappy to find out, that for over $6000 paid, all I get is the rights to use their server, their images, etc.

For all this money paid, I do not own one single thing. It's simply pitiful that they force people through the signing of their contracts over the phone, so you really do not know what you have purchased, until it's too late.

It is incredibly sneaky of Captures to charge so much money for simply rights to use their program. You NEVER have the opportunity to own your own website, when dealing with them, and can NEVER go elsewhere to have your site hosted. They basically hold you hostage with them, and you can only do business with THEM.

I want to cancel my contract, but found out, they expect to receive $2100 for this cancellation. They do absolutely nothing to deserve this money. I have NO PROOF, that my site is being marketed by them. And when I asked Matt Franklin for proof of the work they are doing to my site. his response to me was 'We we are not obligated to provide you with proof. but we do the work'.

If you ARE a legitimate company, that actually DOES the work. why is it a problem to show your customer what they are getting for their money. For what you charge, it is certainly NOT too much to ask. You may not think $6000 is alot of money. but it was all the money I had left, and poured it all into this business, along with a dream of it being successful.

If you'd like to know what would make me happy at this point, here goes:
I want out of my contract, with NO financial obligations. and want my entire site and all it files downloaded onto a CD, and provided to me via mail. again with no financial obligation, as I have already paid you.

PS - Just note. for the record I have NOT received one monthly bill to date from your company. I was told by Alyssa at one time, over the phone, that many bills were sent to my address. but that is NOT true as I have not received one to date. Again it's irrelavant, since this is money not deserved, for services not provided.
Respond to this report!
What's this?

#13 Consumer Comment

My Issues Were Not Resolved, as You Say. . .

AUTHOR: Caryn - (U.S.A.)

Matt,

The reference I make to service issues is not continuing to go back to the first time we had problems, and just bringing them back up over and over again. I bring it up, because I'm stating that the same problems I had then, seem to be happening again.

A tech ONLY contacted me back, because I continued to contact your company until I got a response. After waiting over a month for you to get back to me. . .and my continuing to follow up with you during that month, via e-mail (with NO response), it was ME contacting your company first, that got the call back from your tech. It wasn't from my initial request with you, for help. You stated you'd have someone look into it and get back to me.

Whether you feel it's your responsibility or not to help with a particular issue. it is DEFINITELY your responsibility to respond, even if you tell me I need to reach out to another source for answers. Again, it's all part of the contract for UNLIMITED service. I definitely see that our ideas of service, certainly differ.

but I know I'm NOT going crazy when I see that many, many other clients of yours, seem to be having the exact same problems, that I do. All we expect is the service we pay for. You seem to state I've gotten more than what I've paid for. but again it's not about the beauty of the site, what it's supposed to do, or how much work went into building it. it's about not getting phone calls or e-mails back, when you need help.

This is the service issue I repeatedly bring up because it's extremely frustrating. You hiring more tech, can simply be more people to build sites not more people to offer customer service.

If you needed anything for your own site(s) you either fix it yourself or I'm sure the fact that you work there, gives your issues priority, to be corrected. We (your clients), on the other had. feel alone, once we purchase a product from Captures.com. It is just very frustrating to get questions answered.

And the other thing I'd like to touch upon, is the unfortunate fact of YOU stating you own the sites, and your clients own NOTHING more than the rights to use them. All I want is my files backed up and sent to me on CD, in case of any problems that may occur with your server in the future which CAN happen. If the files are lost (its my business that would go down the tubes, and not yours) You said that most people may not know what to do with them, if they had them, which is not necessarily true.

But, even if it were true, they can reach out to a computer tech, outside of your company for help, if necessary. But that is where you lock in your clients for life. If they are not happy with your service. it's impossible for them to go anywhere else for hosting, which is unfortunate. as that would have solved my problems a long time ago. and still would.

Most web developers DO allow you the option to take your files elsewhere if you are not happy. But of course, the main thing, is to make your customers happy, so they'd never want to go anywhere else. but locking them in is just not the right way to go about it. That only shows a lack of confidence in your service. and not the other way around.

It sounds as if some of your new clients are being mistreated over the phone by your sales reps, or whomever they seem to get on the phone to help them. The point to all this, is that, PRIOR to any client making a payment for any product or service with Captures.com or Web Marketing Source. they seem to get all the phone calls or e-mails they need from your staff. But the repeat offender here, is that once a client has paid for their product. THAT is when service (or even simple human contact) comes to a complete hault. And that is what I've been trying to convey to you all along.

I would love to see my site make money but it had not even taken in one penny to date. I have another site I developed with absolutely NO strings attached and I've already made a few thousand dollars in PROFIT. So I do see there is a definitely problem here.
Respond to this report!
What's this?

#14 UPDATE Employee

Your issues were resovled and you had been notified by email and phone

AUTHOR: Matt - (U.S.A.)

Caryn,

The email issue that we could control was taken care of right away. It's not our responsibility to make sure Outlook on your personal computer is setup correctly. If you had to hire a personal consultant that is what you have to do sometimes if you want answers to your questions and personal computer programs setup or networking. I told you that we would try and research the issue and get back to you if we found out anything, but in the meantime you could still use webmail or forward webmail to any other address like Gmail. I did that just to help you out, there was no specific time line as to when you might get answers from us. Once we found out and fixed the issue on our end we sent out and email and had a tech call you.

We are not trying to take credit for anything you did Caryn. I did not say that you haven't done anything correctly or haven't started working it like it's supposed to be. I was simply saying that for what we have done for you, so far, it has been well worth the money you paid. As far as I can see the site is running and able to make sales like it should be and you have a killer design and products. You have many of the processes already going for you. Now the conversions are what matters. I was simply trying to get you re-excited about what you have, that all.

In no way have we "abandoned" you or forgotten about you. You are still able to contact us any time and schedule coaching or a refresher walk-through. Not sure what happened with Marty, but I would be wiling to look into it for you if you contact ME.

In fact, I closed my last response with ...

"Let me know if there's anything you need more help with. We are still here for you and have no hard feelings."

If that seems like we aren't trying to "follow up service, beyond the building of sites," then I am not sure what you mean by "service."

By the way, in response to ...

"You admitted that your company was growing so fast, and that you were working to add more staff, so that clients can be serviced as they expect and DESERVE to be. That did not seem to happen as of yet."

We have hired 6 new technicians and are expanding our technical department into a brand new building in the next month that has more room for the new additions to our support staff, billing support and customer support. The training of our new staff is going well and all are going to be hear for... guess who? Our customers, including you. I am mentioning this so you an others can be assured that what I tell you does get followed through with, and most of the time it's right away.

As always, I am available for questions related to our Web stores, marketing tools or any other aspects of our service and technology. Feel free to submit me any issues, we can control, you feel are holding you back from making this work and we can address each one by one until they are all done. Arguing back and forth about communication issues in the past isn't going to help anyone and is not proactive, let's find a solution so we can both move forward.
Respond to this report!
What's this?

#15 Consumer Comment

What Contract did you sign up for?

AUTHOR: Melissa - (U.S.A.)

Caryn,

Hi, my name is Melissa and I am just another consumer that Captures has tried to spit up and chew out. When I signed up with them in Feb of 2007, I was told I had 10 days to cancel the contract. I tried to cancel the next day, but as you said before and I will back you up on this one, "No one ever returns your calls or emails from this company. It's impossible to reach anyone, you always end up getting their voice mails! I finally got a hold of my sales guy named Greg Martinez and put in a cancellation request on Day 4. I thought nothing of it until I received a call from them in May saying I owed them the full amount of the contract! I told them I was canceled back in Feb and I owe them nothing. No work was performed. They told me I owe them and that there is no 10 day cancellation policy!

The reason I am writing you is, I noticed "Matt"wrote to you on Captures behalf, yesterday that you had 30 days to cancel your contract when you signed up. I was wondering what website package you signed up for and when you signed your contract with them. It seems to me they might be makeing up their own company polices as they see fit!

P.S. - I noticed Matt also told you he owns the website - www.qualitysilks.com
When Captures called me back in Feb of 2007, I had a sales guy named Greg Martinez who I dealt with. He told me in his sales pitch at the time that he believed in his company so much that he even bought a website and has been running it for the last 7 months. He then took me to www.qualitysilks.com and proceeded to tell me that this was his website and it had been generating him steady income for the past couple of months! Gee someone is obviously lying!! Again this just goes to show what a fraud this company is!

The site is not even registered in either Matt or Greg's names. All you have to do is look up the website on whois.sc. It says there that the website is owned by a Jeremy Dearringer in Zionsville, Indiana. He has had this site since 03-14-06. That's a little longer than 7 months! I think I will email him, and ask him if he is the true owner of this website, and if he is affiliated with these guys in any way!
Respond to this report!
What's this?

#16 Consumer Comment

You Guys Just Don't Get it!

AUTHOR: Caryn - (U.S.A.)

Matt,

You for some reason feel that the hours you provided me to build my site, is where your responsibility ends. You seem to feel that you deserve so much credit for THAT part of the process, and that I am simply asking too much by needing anything beyond that.

I sent many e-mails to you, that just went UNANSWERED, and the last we spoke, you told me, you were forwarding the technical problem I was having with my site at the time, to the appropriate person, and that you'd get back to me. That is when I stopped hearing from you.

So, I'd send e-mails requesting updates. . .and NO response. And weeks and weeks went by, and still I did not hear back from you. This is what gets incredibly frustrating. . .and what is reminiscent of the issues we went through from day one.

It took over a month, to try and get a resolution to an issue, that should only have only taken hours or at the very most days, if things were so busy over there. I had to pay a computer consultant to get answers to questions that should have been answered by your company.

You were wrong when you said I jumped the gun by reporting your company to Ripoff Report and BBB. that is NOT what I said. That was the only thing I could do at the time, feeling extremely helpless, that not ONE person from either Captures.com or Web Marketing Source would return my many, many calls as well as e-mails.

And when you asked me to remove the reports, I told you that I could not remove the BBB report, and that it would defeat the purpose of what these reporting services are used for. But I did tell you I would update the report to let them know what was going on, and that we were going to try and work things out, which I did. And about the Ripoff report not getting updated you only asked me once and could have followed up on it, before you decided to post a response. But truthfully, all I could say is that we were trying to work things out, and that I'd have to see how things went, before I could let them know if issues were truly resolved.

You have no right to tell me I didn't do any work on my site and that it was all YOU!! Paaaalease. I have NEVER in my life expected others to do my work for me. I am VERY familiar with HARD work, and have no problem working to make a business successful. But without YOUR help, which you seem to not want to provide, as you somehow think its YOU doing all the work, it leaves me feeling helpless all over again.

Marty called and spoke to one of your tech guys on a Thurs. I believe, and stated he wanted a call back by Monday of the following week, to discuss some concerns. Well, he never got that call. Captures does have issues with regard to servicing their clients, whether you want to see it our not. When people spend a great deal of money (although it may not seem like a lot of money to you) in most cases, as it was in mine, it is their life savings, poured into a dream. We need a lot of help in the beginning of this process. and maybe more than you think we need. But you do offer UNLIMITED service in your contracts. but for some reason seem to contest that I deserve that service any longer, due to the time you feel you've already put in. Just not right.

Why can't you see how important the follow up service is, beyond the building of sites. If you are too busy to handle the clients you already have, then it doesn't make too much sense to keep taking on more and more, and more clients. If service was NOT an issue. then why is THAT what everyone reporting your company seems to complain most about.

You admitted that your company was growing so fast, and that you were working to add more staff, so that clients can be serviced as they expect and DESERVE to be. That did not seem to happen as of yet.
Respond to this report!
What's this?

#17 Consumer Comment

You Guys Just Don't Get it!

AUTHOR: Caryn - (U.S.A.)

Matt,

You for some reason feel that the hours you provided me to build my site, is where your responsibility ends. You seem to feel that you deserve so much credit for THAT part of the process, and that I am simply asking too much by needing anything beyond that.

I sent many e-mails to you, that just went UNANSWERED, and the last we spoke, you told me, you were forwarding the technical problem I was having with my site at the time, to the appropriate person, and that you'd get back to me. That is when I stopped hearing from you.

So, I'd send e-mails requesting updates. . .and NO response. And weeks and weeks went by, and still I did not hear back from you. This is what gets incredibly frustrating. . .and what is reminiscent of the issues we went through from day one.

It took over a month, to try and get a resolution to an issue, that should only have only taken hours or at the very most days, if things were so busy over there. I had to pay a computer consultant to get answers to questions that should have been answered by your company.

You were wrong when you said I jumped the gun by reporting your company to Ripoff Report and BBB. that is NOT what I said. That was the only thing I could do at the time, feeling extremely helpless, that not ONE person from either Captures.com or Web Marketing Source would return my many, many calls as well as e-mails.

And when you asked me to remove the reports, I told you that I could not remove the BBB report, and that it would defeat the purpose of what these reporting services are used for. But I did tell you I would update the report to let them know what was going on, and that we were going to try and work things out, which I did. And about the Ripoff report not getting updated you only asked me once and could have followed up on it, before you decided to post a response. But truthfully, all I could say is that we were trying to work things out, and that I'd have to see how things went, before I could let them know if issues were truly resolved.

You have no right to tell me I didn't do any work on my site and that it was all YOU!! Paaaalease. I have NEVER in my life expected others to do my work for me. I am VERY familiar with HARD work, and have no problem working to make a business successful. But without YOUR help, which you seem to not want to provide, as you somehow think its YOU doing all the work, it leaves me feeling helpless all over again.

Marty called and spoke to one of your tech guys on a Thurs. I believe, and stated he wanted a call back by Monday of the following week, to discuss some concerns. Well, he never got that call. Captures does have issues with regard to servicing their clients, whether you want to see it our not. When people spend a great deal of money (although it may not seem like a lot of money to you) in most cases, as it was in mine, it is their life savings, poured into a dream. We need a lot of help in the beginning of this process. and maybe more than you think we need. But you do offer UNLIMITED service in your contracts. but for some reason seem to contest that I deserve that service any longer, due to the time you feel you've already put in. Just not right.

Why can't you see how important the follow up service is, beyond the building of sites. If you are too busy to handle the clients you already have, then it doesn't make too much sense to keep taking on more and more, and more clients. If service was NOT an issue. then why is THAT what everyone reporting your company seems to complain most about.

You admitted that your company was growing so fast, and that you were working to add more staff, so that clients can be serviced as they expect and DESERVE to be. That did not seem to happen as of yet.
Respond to this report!
What's this?

#18 Consumer Comment

You Guys Just Don't Get it!

AUTHOR: Caryn - (U.S.A.)

Matt,

You for some reason feel that the hours you provided me to build my site, is where your responsibility ends. You seem to feel that you deserve so much credit for THAT part of the process, and that I am simply asking too much by needing anything beyond that.

I sent many e-mails to you, that just went UNANSWERED, and the last we spoke, you told me, you were forwarding the technical problem I was having with my site at the time, to the appropriate person, and that you'd get back to me. That is when I stopped hearing from you.

So, I'd send e-mails requesting updates. . .and NO response. And weeks and weeks went by, and still I did not hear back from you. This is what gets incredibly frustrating. . .and what is reminiscent of the issues we went through from day one.

It took over a month, to try and get a resolution to an issue, that should only have only taken hours or at the very most days, if things were so busy over there. I had to pay a computer consultant to get answers to questions that should have been answered by your company.

You were wrong when you said I jumped the gun by reporting your company to Ripoff Report and BBB. that is NOT what I said. That was the only thing I could do at the time, feeling extremely helpless, that not ONE person from either Captures.com or Web Marketing Source would return my many, many calls as well as e-mails.

And when you asked me to remove the reports, I told you that I could not remove the BBB report, and that it would defeat the purpose of what these reporting services are used for. But I did tell you I would update the report to let them know what was going on, and that we were going to try and work things out, which I did. And about the Ripoff report not getting updated you only asked me once and could have followed up on it, before you decided to post a response. But truthfully, all I could say is that we were trying to work things out, and that I'd have to see how things went, before I could let them know if issues were truly resolved.

You have no right to tell me I didn't do any work on my site and that it was all YOU!! Paaaalease. I have NEVER in my life expected others to do my work for me. I am VERY familiar with HARD work, and have no problem working to make a business successful. But without YOUR help, which you seem to not want to provide, as you somehow think its YOU doing all the work, it leaves me feeling helpless all over again.

Marty called and spoke to one of your tech guys on a Thurs. I believe, and stated he wanted a call back by Monday of the following week, to discuss some concerns. Well, he never got that call. Captures does have issues with regard to servicing their clients, whether you want to see it our not. When people spend a great deal of money (although it may not seem like a lot of money to you) in most cases, as it was in mine, it is their life savings, poured into a dream. We need a lot of help in the beginning of this process. and maybe more than you think we need. But you do offer UNLIMITED service in your contracts. but for some reason seem to contest that I deserve that service any longer, due to the time you feel you've already put in. Just not right.

Why can't you see how important the follow up service is, beyond the building of sites. If you are too busy to handle the clients you already have, then it doesn't make too much sense to keep taking on more and more, and more clients. If service was NOT an issue. then why is THAT what everyone reporting your company seems to complain most about.

You admitted that your company was growing so fast, and that you were working to add more staff, so that clients can be serviced as they expect and DESERVE to be. That did not seem to happen as of yet.
Respond to this report!
What's this?

#19 UPDATE Employee

We Have Gone The Extra Mile For You

AUTHOR: Matt - (U.S.A.)

Caryn,

It surprises me to see you posting here again after all we talked about. I thought you understood the value of what you have and all that we have done for you above and beyond what we agreed to. First, you have my personal email address and I haven't received one from you in quite awhile regarding any of the issues you posted on your report. For all the attempts you stated you have made recently, you would think I would at least get one sent to me. We have a full time receptionist and she hasn't brought me one message from you in months.

That aside. It appears you are confused about what you have and why we do the things the way we do. I will try my hardest to address ALL your issues for yours and others who may be reading. My hope is that maybe you or some of our other clients can learn something from all of this.

You had stated ...

"I placed an initial Ripoff Report and Better Business Bureau Report against this company in December 2006, as they had not followed through with their commitments. As you can see, there was an update posted, after I had agreed to give Captures.com another chance. This update was provided by an employee of the company, rather than the company asking me (the client) to post this update. How credible can it be, when it does not come from the actual poster of the complaint. I'm sure they chose to post it themselves, rather than asking me to provide an update to the public, on my experience, as they knew I would not be able to accurately provide positive feedback, as they had not yet proven to me, at that point, that they could be trusted at their word. So, now the update is coming from me (the client). . .the real story."

Yes you did place a report. I am the one who responded to it and yes I am an employee. If I remember correctly, during our conversation where I explained to you why it might have been taking longer to address your concerns, you understood completely and told me that you may have jumped the gun by posting to ROR and BBB.

During that same conversation, you stated to me that you had intended on REMOVING the complaints from both places, right away. After weeks went by, I noticed you had no intention of removing them and since we had resolved THAT issue, I posted as an employee that it had been resolved, so others could see too.

Nothing wrong about that, right?

You had stated ...

"The big mistake I made. . .which I would advise anyone against. . .is to pay them in full, before seeing what they can do for you. I did feel a great deal of concern with paying up front, and did state my concern about this to them. I told them, I wanted to pay half at the beginning, and the other half when my site was completed. They stated this was not their policy. You'd think if a company had confidence in their capabilities, that they'd be able to provide a payment plan, throughout the process. But of course, a company that knows they will be making the client very unhappy, not too long after the relationship starts, will feel they need ALL the funds up front."

We have many clients (over 4000). There have been several circumstances, I can remember over the years that we have provided "half-up-front, half-on-launch" type pricing, so I am not sure what you meant by that. We typically will not offer it to you, however if it means the difference between working with you, we will allow it (since we care for our clients, not just the money). We get a lot of new clients each day and sometimes we have to issue refunds or waive payments (depending on unique circumstances), however in your case it is just not possible, as we have fulfilled every aspect of our agreement with you, plus much more beyond that.

Truth be told, we built you several different sites and changed a lot of things for you that you had originally told us to do and then changed your mind about later on. My designer spend almost a month working solely with you and on your site(s). $6000.00 for several extra hours of training, setting up your store, 3 mock-up designs and the one that we ended up with is an extremely FAIR deal for you. Not only that, but the tools you have access to use for marketing are worth that amount alone.

I have my own Captures site, www.qualitysilks.com. I have had the site for 7 months and it has generated over $12,000.00 in sales in that time. I have made about $4500.00 in profit out of those sales. I have done nothing beyond what is included in the software and what i have told you to do for your own site. I am telling you and others this, because I know it's possible to make your Captures site work, you just have to work it. I know how long it can take to setup and test, however the work is well worth it, you just have to manage it every day. I can tell by looking at your stats that you rarely go on the site, rarely use the tools and it appears like you expect it to manage itself now that you have it set up. Well, that's simply not the case. I have a full time job, here at Captures and I manage to have enough time (now that my store is set up) to get the things done to keep it updated. It gets hard to manage sometimes and I have hired a few temp people to help me with CS and orders over the last 7 months, but it works and I would be happy to show you or anyone else what it takes to make it work (as I already have for you in the past).

You had stated ...

"The fact that money is being exchanged inter-state. . .with the promise of purchasing something you really never own. For example. . .they refused to provide me (their client) with back-up files of my website. Files that I have paid in full for. Now what they are doing. . .is purely giving the rights to use the files they create, and not providing the files that are paid for. And included in these files, are some, not even created by them. For example. . .all the product information, and images, were created by me (the client), and I worked many long hours, days, weeks, etc, to create a database of product, that is maintained on Captures.com server, but is not allowed to be provided to me (the client) as back-up files. What if their server blew up one day. . .or they went out of business. Then, at the same time, my website must go out of business with them, as I would not own my web pages, to take elsewhere to be hosted. They are doing a disservice, by locking clients in, to work ONLY with them."

We backup files regularly so there is no need for us to provide them to you each day. If the world came to an end we could still get you your files or we could use them in another location. Many of our clients wouldn't know what to do with them or where to take them and we rarely get requests for them so it's just not something we provide. That doesn't mean they are not backed up though. You never paid for files. You paid for the hours upon hours of phone time and coaching, the 5 designs we made you, the marketing tools, access to a shopping cart and payment modules, space on our servers, a place to upload your products and much much more. Many companies work under this model, you are just lucky we don't require you pay a percentage of each sale like some of the others out there. You do have choices in the industry, you picked us for our software and tools but failed to learn how to use them all or spend time learning how to get buzz online about your store. At the very least you could have taken our advice that we spent so much time helping you with instead of expecting us to do it all for you forever.

You had stated ...

"This company verbally stated to me (the client), that I owe them money to get out of a contract, where they have not justified the money they state is owed, to get out of this contract it only states, a client must give them 30 days notice for cancellation."

Yes, you have a 24 month contract. That means you promised to give it a good two years of trying to make it work before you will cancel. It's that time period because it can take that long depending on what you sell and who you sell to. We do offer you the choice to pay all your monthly fees for the 24 month period if you want to cancel early (like many cell phone providers do). In addition to that, you must give at least 30 days written notice by email, fax or snail mail.

You had stated ...

"I believe in some way, but are not sure, whether this falls under the Federal Frauds Act, which could, if true, become something for the FBI to look into. A copy of this complaint is being sent to the FBI in NY for their total review and decision, as to whether this meets the criteria of interstate fraud. Anyone else who has been the subject of this alleged circumstance, that I appear to be in, should write their local FBI office for clarification and possible prosecution of this firm."

That's just silly, come on Caryn. You could be making this work instead of stressing yourself out over something that there is no need to stress over. Your site is built, you have the tools, they all work. Make it work. We are always here for you, but certainly will not run the business for you. What would be the point of us selling you something we could run ourselves and make money off of? None. That's why it is our hope that you will follow through with what you committed to originally and use what you have (it really is powerful and will work for you eventually). Many Online companies do not see success for a long time, but it is possible sooner for others. There's no set time periods as there are many thing we do not control (like you running your business). I can't help but think you feel this way partly because you think it will never work for you. I assure you it can and hopefully will soon.

I am sure if you consult an attorney in your local area that they will inform you of all your options. In my opinion, you got everything you paid for and more. Let me know if there's anything you need more help with. We are still here for you and have no hard feelings.
Respond to this report!
What's this?

#20 Consumer Comment

UPDATE on My Experience with Captures.com/Web Marketing Source - I am Reporting them to the Attorney Generals' Office.

AUTHOR: Caryn - (U.S.A.)

I started working with Web Marketing Source/Captures.com in October 2006. I placed an initial Ripoff Report and Better Business Bureau Report against this company in December 2006, as they had not followed through with their commitments. I put a great deal of my money and my faith into this company, and they had completely disappointed me, by not following through with any of the promises they had made. Contacting this company, was a virtual impossibility. . .only getting voicemail. . .and never a return call. I tried contacting them via e-mail. . .and again no response. They told me they were all about service, and it became evident, once they had my money, this was not the case.

It wasn't until after I had placed reports against Web Marketing Source/Captures.com with both Ripoff Report, and the Better Business Bureau. . .along with letting them know I was prepared to take legal action against them, did they finally return a call to me. I should not have to take such drastic measures to get what I should have gotten all along. . .the service I paid in full for.

At this point, they asked if I'd give them the opportunity to make up for the problems I had gone through. They stated they were working on their service issues, by hiring and training more people. . .so there would always be someone there if ever I needed them. With much hesitation, I gave them this chance, to try and make things right, as the last thing I wanted, was to have to take them to court, not to mention have to start from square one, with getting a website built from another company. So I was able to finally get a website built by them, and during this time, they were on their best behavior.

But as leopards can't change their stripes. . .Web Marketing Source/Captures.com also did not change theirs. It didn't take long for them go back to their old ways. Once again, phone calls I made and e-mails I sent. . .simply NOT returned. It started again shortly after the site was built. Getting any problems with my site taken care of, was again, a stressful, and extremely time consuming event. It was always something they had to look into, or forward to someone who would be handling it, and get back to me. The getting back to me part never happened. So the process of trying to get an answer for anything could take several weeks. After reporting a problem I was having, it took over one month, to get someone on the phone, and only due to my persistence in contacting them, did this happen.

How can a company that hosts web businesses that run 24 hours a day/7 days a week, just not be available for their clients. They have no problem being there for you, prior to taking your money. . .and once they get the money, that is when all the service comes to a complete halt.

The big mistake I made. . .which I would advise anyone against. . .is to pay them in full, before seeing what they can do for you. I did feel a great deal of concern with paying up front, and did state my concern about this to them. I told them, I wanted to pay half at the beginning, and the other half when my site was completed. They stated this was not their policy. You'd think if a company had confidence in their capabilities, that they'd be able to provide a payment plan, throughout the process. But of course, a company that knows they will be making the client very unhappy, not too long after the relationship starts, will feel they need ALL the funds up front.

I paid over $6000 for a website with this company. And the only thing I've gotten for my moneyis complete grief and anxiety!!
Even after giving them a second chance. ..when they promised to make things better, after the first incident. . .it was just the same issues all over again!
They promise many things. . .and just don't follow through with their commitments.

I wonder if anyone reading this complaint could advise me, if this has the ingredients of a scam for the following reasons:

#1. Work on the internet done inter-state
#2. They receive funds from other states, and in many cases do not satisfy the terms and agreements that they make for these funds.
#3. The fact that money is being exchanged inter-state. . .with the promise of purchasing something you really never own. For example. . .they refused to provide me (their client) with back-up files of my website. Files that I have paid in full for. Now what they are doing. . .is purely giving the rights to use the files they create, and not providing the files that are paid for. And included in these files, are some, not even created by them. For example. . .all the product information, and images, were created by me (the client), and I worked many long hours, days, weeks, etc, to create a database of product, that is maintained on Captures.com server, but is not allowed to be provided to me (the client) as back-up files. What if their server blew up one day. . .or they went out of business. Then, at the same time, my website must go out of business with them, as I would not own my web pages, to take elsewhere to be hosted. They are doing a disservice, by locking clients in, to work ONLY with them.
#4. This company verbally stated to me (the client), that I owe them money to get out of a contract, where they have not justified the money they state is owed, to get out of this contractit only states, a client must give them 30 days notice for cancellation.

I believe in some way, but are not sure, whether this falls under the Federal Frauds Act, which could, if true, become something for the FBI to look into. A copy of this complaint is being sent to the FBI in NY for their total review and decision, as to whether this meets the criteria of interstate fraud. Anyone else who has been the subject of this alleged circumstance, that I appear to be in, should write their local FBI office for clarification and possible prosecution of this firm.

PS As you can see, there was an update posted, after I had agreed to give Captures.com another chance. This update was provided by an employee of the company, rather than the company asking me (the client) to post this update. How credible can it be, when it does not come from the actual poster of the complaint. I'm sure they chose to post it themselves, rather than asking me to provide an update to the public, on my experience, as they knew I would not be able to accurately provide positive feedback, as they had not yet proven to me, at that point, that they could be trusted at their word. So, now the update is coming from me (the client). . .the real story.
Respond to this report!
What's this?

#21 Consumer Comment

Donna. . .How Did You Get Your Refund. . .this Company Told Lies About You!

AUTHOR: Caryn - (U.S.A.)

When I first started to do business with Web Marketing Source/Captures.com, I shortly after, found this complaint on ripoffreport.com. When I brought this up to my sales representative, Danielle, she told me, she remembers this client, and the situation.

She stated, that, although the client (Donna) had stated in her complaint that the company (Web Marketing Source/Captures.com) was extremely difficult to get in touch with and did not respond to any of her efforts to get in contact with them...that the real truth was that their company could not get in touch with the client, and not the other way around, as stated in Donna's complaint.

So, she (Danielle) basically lied to me, to make her company look good. She said, the money was given back to the client, so that she'd retract her statement, and help to keep their reputation clean. After my dealings with Web Marketing Source/Captures.com, I know for a fact that the clients'(Donna) story was the truth, and that Danielle only told me the opposite to make me think her company did the right thing.

She stated they made every effort to contact her (the client), and she was never available for them. At first I thought, how nice they were to refund the money of a client that was not happy. They told me this to make me believe they were an honest company that looks to make their clients happy. This was obviously not true.

It seems that others have also come forward to state they have given this company money, and once the company receives their payment, all of a sudden they drop off the face of the earth, and never respond to their contact attempts. That is exactly what happened to me. I paid them a great deal of money, and they never followed through with their commitments.

If Donna is still around, I'd love for her to share her story, as to how the refund actually transpired. She is an extremely rare case, since no one else that had done business with them, had the same luck of getting even a penny back from their purchase with this company.
Respond to this report!
What's this?

#22 Author of original report

Web Marketing Source & Captures.com Make Good

AUTHOR: Donna - (U.S.A.)

After reviewing my case, Web Marketing Source and Captures.com made a full refund and apology to me for the lack of service. An acceptable explanation was made to me regarding the inability to make contact and provide service. I am happy to remove my complaint.
Respond to this report!
What's this?
Report & Rebuttal
Respond to this report!
What's this?
Also a victim?
What's this?
Repair Your Reputation!
What's this?
X