ComplaintsforSmartProcure

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We received a series of calls from govspend sales people showing us a software that was supposed to be updated, current and competitive about government spending. We presented our concerns of the information we saw, the salesman promised that if we were not happy with the product we can stop its use and terminate the contract. As it turns out this is a pure scam, these people are after small women owned business to prey on them without any business ethics and they specially target the minority business with the expectation that they don't file a complaint or a lawsuit. This is business is a complete scam, The value of the information they "provide" is free and they manipulate, mislead and abuse the potential customer with promises they cannot keep. What they promise on their sales call is not what they state on the contract. Then they put immense pressure to get the contract digitally signed so they can move and charge the business for years in a row of useless, outdated old data. Their customer service is as bad as you can get, their attitude once you sign the contract makes a 180 turn and at that point they are not interested in providing any help. Their interest relies only in how to extract, a signature on a contract so they can then hold the business for ransom with no contribution to the business, the world or to society. THIS BUSINESS IS A SCAM. We will present this business practices in all our social media platform and plan, if this is not resolve to file a lawsuit, plus we will bring this to all the TV news nationwide so small businesses who put their hard earned money in these unscrupulous unethical people become aware of their unethical practices.

  Business response

  05/02/2022

  Upon signing with GovSpend your firm held an introductory call with our Relationship Manager on 4/20/2021 to discuss how to set up searches within GovSpend. On 4/26/2021 we held another support session with Patricia from your organization to review the historical spending module and your saved searches. Upon reviewing both recordings, we did not hear any negative feedback during those sessions. At the end of both calls, both United Spirit founders said you would need to spend some time playing around and you were directed to reach out to support at any time for assistance. 

  On 10/22/2021 Patricia emailed the sales rep mentioning that you encountered outdated information in the system and that you did not want to continue. Upon review of these communications, the sales rep followed procedure and sent the request to our customer support team to follow up with you; however, we noticed he sent it to the wrong email address which explains why you did not get a response. It’s unfortunate this happened, we could have resolved this much sooner for you. We have addressed it with the sales rep individually and the sales team as a whole to prevent this from happening again. 

  On 4/19/2022 you reached out to our Finance department to request to not renew your subscription after we attempted to charge your credit card for the second year payment of your 3-year contract. You mentioned that we were charging your card without consent, believing it was for a renewal; however, it was in accordance with your signed agreement. The Finance team offered to change the payment terms to prevent the charge from occurring while you worked with your Relationship Manager to resolve any service concerns. Your Relationship Manager emailed you that same day apologizing that you were not happy with the service and left a link to schedule a call to determine the best way to resolve your concerns. 

  On 4/20/2022 You spoke with your Relationship Manager and expressed your frustrations and you mentioned you already left this BBB complaint. In order to address your concerns right away you were connected with our VP of Relationship Management that afternoon. He agreed to terminate the remainder of the agreement and not pursue collections on the payment until we could review the data with you to prove value. 

  On 4/21/2022 we provided you with sample searches created from using your product catalog for your review. We offered to schedule another call to review the results together and to get your feedback on the relevancy of the data. 
  Between 4/21/22 and 4/27/22 our VP of Relationship management connected with you twice to better understand the use cases that led to your original GovSpend purchase and how we might provide data on your distributors and the overall market to suit your original need.
  
  On 4/27/2022 we followed up again providing additional data sets from GovSpend and supplementing them with Fedmine data with an offer to walk through these data sets and the applicability to your original use cases and you mentioned you would be able to connect again around the beginning of May. 

  We are committed to resolving this in a way that provides value to your firm. It is never our intention to make any customer feel they have not received the service they were promised upon signature.  Upon review of your account there are some areas we have identified that we need to improve and we will make every effort to ensure similar issues will not arise again. Thank you for working with us, we are confident that we will resolve this together with you. Looking forward to speaking with you again.
  

  
  

  Customer response

  05/02/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17065939, and find that this resolution could be satisfactory to us once all the relevant information we paid is provided or our $2,500 is returned.

  We have been crystal clear about the specific information that we need to be competitive in the government market of our products. We paid the $2,500.00 with the expectancy that we will get such information. After several attempts it is now obvious that GOVSPEND cannot provide such critical information, therefore we would like our money to be refunded, since we were sold on something that cannot be achieved by their software nor by their direct search... and that was not what was offer to us when we purchase their service.
  
  Sincerely,
  
  **** **** ******* ***

  Chief Scientific Officer

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