Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In short, I have not been a real green user since January 17 of this year. I was billed erroneously for ***** at the beginning of May. I have asked for weeks to have this charge reversed by WorkWave.To explain myself further, I was a **************** franchisee (#***) and sold my location to #***. On March 6, I notified Heroes and WorkWave that I was receiving erroneous deposits from my location that I no longer owned. It took over a month for this situation to be resolved due to lack of interest and response from your team at WorkWave. I've attached the entire email chain related to this problem. On May 4, I woke up to find a charge from WorkWave of $***** against my bank account for payment processing. I have no account at **********************, so this shouldn't happen. I immediately emailed the WorkWave team to have the charge reversed and billed to the correct people. For 3 weeks, I have been trying to get someone to respond to say how this is being handled, and I cannot get one. ***** has been completely unresponsive in that time, and I have talked to multiple members of the support team over the phone who claim he is the only person who can help me. Today someone gave me your contact info to try to solve this problem, and I hope you can. Please email me back or give me a call at **********.

  

  Business Response

  Date: 05/31/2024

  Hi ******* - Thanks for reaching out, we passed this along to our team who will be getting in touch with you asap.

• Initial Complaint

  Date:03/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sat through a demo which turned into a high pressure sales pitch very quickly( offer ends at midnight SIGN NOW) and signed on for real green thinking I had made the correct move for my small business I was lied to repeatedly during the sales pitch. I was told everything I needed was included in the monthly price which it indeed was not then was told I cant use X feature without X feature, all of which increased my monthly payment. One of the main features the salesman mentioned that had sold me on the software had been discontinued for a few years according to the support team when I asked why I couldnt get it to work. When I brought all of this to the attention of a manager to try and get them to make things right I was told ohh well you signed the contract alreadyThis same manager told me he was going to go back and listen to the calls to see what was promised by the salesman and if i was lied to, they would terminate the signed contract. It has been 3 weeks now and i have not heard from anybody at this company.I do not remember the managers name. *********** was *********************** I am not longer using this software and am seeking to get out of this contract as I was lied to and preyed on by a commission hungry salesman and the monthly fee which was once feasible for a small 1 person business is no longer. I have talked to MANY people with a similar experience.

  

  Business Response

  Date: 03/22/2024

  According to records from his account team, ********************** was approached by **** who was seeking its ********* software. WorkWave offered a promo which is industry standard, and the contract which outlines terms and payment, was signed on 1/19/24, with additional functionality added and signed off on on 2/15/24. Our records show no issues during onboarding, and no record of misinforming of certain features. We have record of our team reaching out to him twice on 3/8/23, 3/12, 3/13 and previously throughout February as well to further discuss.

  Customer Answer

  Date: 03/22/2024

  
  Complaint: 21420548
  
  I am rejecting this response because:
  
   I was lied to during the original sales pitch.  If you actually record the calls go back and listen to them. If the salesman had been upfront about what was and wasnt included, I wouldnt have signed on as the cost was significantly higher than my current CRM software. I was told everything I wanted/needed was included in the sales call for the $325 a month. It wasnt. I was told there was a referral tracking program which it turns out had been discontinued for 2 years according to a member of the support team. After I voiced my frustration with a manager who told me he would listen to the calls to see what was promised, I never received a follow up. Real Green/work wave didnt make any effort to reach out to me again until I submitted my complaint with the BBB. Whats sad is Ive had about a dozen people share similar experiences with me after posting my frustrations on social media.
  

• Initial Complaint

  Date:03/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put an add on ********** to try to ow lawns for an attempt to workand I did 3 lawns and the add came off and I suffer from a serious mental disability and I was trying to help my self.workwave contacted me with an extremely pushy salesman trying to sell software that I don't even know how to use but my 12 year old was with me and I said ok tried to cancel it the next day then they kept billing me after I canceled it and I wasn't even mowing lawns now a creditor is asking for ******* lol and I own nothing I live along the poverty level and they would not cancel me out after I asked them to

  

  Business Response

  Date: 03/22/2024

  Hi ****** -We have passed this along to your account team who is taking a look into your account history and signed contract terms. 

• Initial Complaint

  Date:11/01/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I agreed to start using "**********" software for my tree and lawn company. around june 2023.The people dont answer phones it takes weeks to get replies to emails sometimes not at all. So after waiting over a month to get access to the software my password and login did not work.so i contacted them and about a month later and multiple emails phone calls they gave me a functional password. when i get into the software it would not allow me to input clients into the system as it would give a "invalid format" error when trying to put in the zip code. So I was never able to use it in anyway at all. when i contacted them about the error they wanted me to help troubleshoot the software which i am a business owner i do not have time to waste fixing someones products. so they just did nothing and kept charging me. so i called and complained to the new account manager ulyssess. he said to send a letter stating i would like a refund for my previous payments and that i would like to suspend service. I did this weeks ago and they are still charging me. I tried to call their accounting no one answered. I have spent a lot of extra time with this whole situation and it has been of zero use. I wont pay for something that does not work. they are charging me a monthly fee of 190 dollars and this is the 3rd month of charges and i told them to stop. they have not and now i feel they are going to try and keep my money for something that has not functioned since day 1. I want my money back I want them to stop charging me i want them to stop my service with them.

  

  Business Response

  Date: 12/06/2023

  We passed this along to our team and according to their records, the three-month suspension we offered to make sure he was set up properly, was rejected by *******. Onboarding sessions were also rejected by *******, as well as our WorkWave University online learning sessions to help aid in the onboarding process. According to his contract, if the customer completes software onboarding within 60 days of the effective start date on this PO, WorkWave shall waive its standard onboarding fee. He did not complete or start onboarding within this timeframe. He was also asked if he knew that he was declining the follow up calls with our team due to him being too busy, and he confirmed that he understood. Our records also indicate he was sent login information on June 5th, and August 11th, where the team offered to do a complimentary follow-up call which was never utilized by *************** Our contracts are for one-year terms, which he signed.

  Customer Answer

  Date: 12/08/2023

  
  Complaint: 20809689
  
  I am rejecting this response because:

  They are being selective about the details.  All calls I tried to return were sent to a voicemail.  They did not return these voicemail.  I cannot take a meeting when I am in a tree at some random day and time.  They made no appointments to talk to me just random calls.  They stand behind these emails that were sent to the wrong email addresses.  I didn't get a login until August 11th!  Then the software had an error invalid format in the zip codes which prevented any inputing of clients.  My support call was in October after I asked to cancel... that was needed in august.  How exactly is this an acceptable time to wait for the software to be functional.  They say I refused help? No I refused to take the help while I am in the field there is a big distinction.  And this is my point they are leaving out details on purpose.  

  So many details are left out of their response.  This is absurd.  

  
  
  
  Regards,
  
  *************************

  

  Business Response

  Date: 12/18/2023

  The WorkWave team is working with ******* to come to a mutually agreed upon resolution.

  Customer Answer

  Date: 01/03/2024

  
  Complaint: 20809689
  
  I am rejecting this response because:
  They have stated they are working toward a resolution.  That resolution is that they keep my money paid and they don't charge me for the rest.   Though they were going to try and see if they would refund some of my money so it doesn't burn a bridge between us.  I don't think they have earned a ***** of that money.   But for the sake of not having g to keep wasting my time as well I just want to be done with it.  I have over 10 hours in trying to get a refund for something that was not my doing.   While the ***************** or *** is trying very hard he is having to fight with other people there to try and get more for me though.  I have never seen a company fail this bad and try so hard to keep money they did not earn or deserve.  They refuse to refund me any money and are strong arming me into agreeing to just be let out of the remainder of the contract which they keep trying to charge me and put me in collections while this is going on even now.  I had to cancel my business bank card and redo all my autopays to other businesses just to stop them from taking more of my money.  This was after i notified them to not charge me again in writing via email to the account manager which they did charge me a month later and now are trying to keep that money too.
  
  
  Regards,
  
  *************************

  

  Business Response

  Date: 01/05/2024

  Our team worked with ******* to come to a compromise that the team felt was fair based on the contract he signed, and we plan to stick with our compromise and hold him to the rest of his contract.

  Customer Answer

  Date: 01/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as it is followed through on.  There has been no timeline as to when this will be confirmed and followed through on.
  
  Regards,
  
  *************************

  Customer Answer

  Date: 01/07/2024

  
  Complaint: 20809689
  
  I am rejecting this response because: there is ongoing resolution details that have not been confirmed.  there is a person at workwave helping me named Hosem and until I hear some sort of response from him i cant accept this nor would i.  i will not pay them more money thats ridiculous.
  
  
  
  Regards,
  
  *************************

  Customer Answer

  Date: 01/08/2024

  
  Complaint: 20809689
  
  I am rejecting this response because: I am working with Hosem at workwave.  he and I have been in communication trying to resolve this.  During my discussion with him it was told to me that he had gotten them to let me out of my agreement and would try and get me some of my money back.  this was after all the details were revealed about workwave saying i refused their implementation when i was being called randomly and the last one was I was in a tree trimming it 30 feet up and the lady called named ******* and started saying if you dont do implementation now your refusing our help and i went on to say im not refuseing i am in a tree i cant right now.  this was all unscheduled and after i requested a new person to help me with implementation as the orignal person talked over me non stop and i cant do that.  now here i am ******* has thrown me under the bus.  So hosem contact ******* through the ************ or whatever is used in company.  She would not respond to him on there as he called her out on this stuff and she called him to talk to him so she would not get in trouble.  then it was discovered that ******* is ******* boss the one i complained about and it was speculated that ******* got upset because i was unhappy with ******* then proceeded to railroad me and give me zero implementation and then put in that i refused their help!! why on earth would i refuse someones help with a program i got to help my business that costs me almost 200 a month.  ask yourself would i just refuse??!! 

  I am a really nice guy and this has been a terrible experience and now they want to keep my money and try to charge me more and no one is communicating there.  they offer me one thing and i agree then they turn around and say we are holding you to the agreement now.  now again no one is answering the phone and here it is **** and i bought the software in may 2023 and i never got to use it or have it be a help to my company.   I am stunned at the lack of communication between them.
  
  
  
  Regards,
  
  *************************

  

  Business Response

  Date: 01/16/2024

  Our team worked with ******* to come to a mutually agreed upon resolution. 

  Customer Answer

  Date: 01/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The person there ***** worked really hard to get this sorted out.  I appreciate the hard work he did to keep me from continuing this.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been customers for years. They continue to add lengthy durations to our contract. They claim but do not show the contracts they say I extended. Finally I monitored to be sure I could get out of most of the contract. I agreed signed new documents to change billing and users in the agreement. They turned my techs access off mud day while they were still in the field verses letting us finish the day and new agreement started next day when new billing started. This left me with a half a dozen techs in the field blind. They had no access to where they were going next, could not reach or see who their customers were, what pesticides to be used. They could not hVe them sign for services ( which is required by law) on and on. Everyone is calling the iffice. My techs and office staff worked hours of overtime to support the teams. This is how heartless this company is. At worst I want a full month's reimbursement to cover business loss and overtime paid. At best more than that as this is a terrible thing to do to a customer you have had since 2011 and 2 companies I have owned.I am not done letting the other's in our ******** groups know never to trust or use you.

  

  Business Response

  Date: 07/28/2023

  Hi ***** - Our customers experiences are a top priority for us, so thank you for sharing your feedback with us. According to our team, you signed an agreement on 7/26, and your licenses were turned off the same day at 6:00 PM EST. You had not stated that you needed access to these licenses for the remainder of the day, but we apologize for the inconvenience this might have caused. And we will be sticking to the terms of our contract.

  Customer Answer

  Date: 07/28/2023

  
  Complaint: 20384279
   
  I am rejecting this response because: This is 100% in accurate. It was explained to me and I have from your sales person that the new agreement was for billing purposes only.

  As My account was paid through the end of the 26th not to be cut off early.
  
  
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:06/11/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract with WorkWave on 2/13/23 - on one of our trainings on 3/24 we learned that they were not able to meet the needs of my company. i was supposed to be contacted from a rep that day to go over the needs I needed for my business, never was, so I sent in a cancelation request that night, within 30 business days, letting them know that i am needing to cancel my subscription. i was reach out from rep ***** *** offering more assistance on 3/27, he told me that program does offer what i need. i explained to him that during training, she informed me that the program is not set up to do the task that i needed, she said someone would contact me and i never heard from anyone so i sent in my cancelation. 3/28 was the last day i spoke to *****, then on 4/5 i got an email from WorkWave stating: Our team has reviewed your account and found that your company signed and committed to an annual monthly payment subscription agreement with WorkWave effective on 2/13/2023 with billing to commence on 5/13/2023. Your signed agreement is attached for your reference and convenience. I sent in my cancelation requestion a good 2 months prior to the commence billing date stated. They are wanting to charge me $2100 for a program that i found out on my training session was not going to work and no one contacted me as they said. They have charged me for *** and im sure ill be charged for **** as well. i do not want this contract as it does not offer what they advertise.

  

  Business Response

  Date: 06/22/2023

  The team has been attempting to contact ***** directly to further discuss. 

  Customer Answer

  Date: 06/23/2023

  
  Complaint: 20172180
  
  

   

  They called me one time on monday.. 6-12-23 I do work another job, which they called then, I called back and never got any answer or voicemail to leave a message. They haven't even sent any emails either. Yet they charged my c c for **** payment so a total of 350 had been charged 175 for *** and 175 for ****.. 

  
  
  
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 06/23/2023

  The team has a call with ***** scheduled for Monday.

  Customer Answer

  Date: 07/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:Complaint number ********. ********* i have not heard back from work wave about our phone call on monday so I have no idea what is going on, they said they let he know. 
  
  
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 07/18/2023

  Hello - the team took a detailed look into this account based on the feedback received, and will be holding to the contract that was signed off on.

  Customer Answer

  Date: 07/20/2023

  
  Complaint: 20172180
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:10/03/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********* does not offer the "answering service" they claim to sell and has overcharged my credit card several times. I did receive a refund of a few thousand dollars after 17 attempts to contact their billing department. After this experience and many, many others (including many occasions where their answering service picked up the phone and used the wrong business name when fielding calls from my clients) I decided to cancel service. They wanted me to pay a cancellation fee of $1,250. I said no since that was not part of the contract. They sent me a link to their website where you can download a PDF that contains language stating all contracts last 1 year. I've already been a customer for two years...so this is not relevant. I refuse to pay them and they are threatening to send me to collections for a debt I do not owe.

  

  Business Response

  Date: 10/07/2022

  Hi ****** -We have flagged your feedback to the team who is taking a detailed look into your account.

  Customer Answer

  Date: 10/10/2022

  
  Complaint: 18160034
  
  I am rejecting this response because:

  This is not a response. They just sent a generic message saying they are looking into it. I will await an actual response with content.
  
  
  
  Regards,
  
  *************************

  

  Business Response

  Date: 10/20/2022

  Hello - the team took a detailed look into this account based on the feedback received, and will be holding to the contract that was signed off on.

  Customer Answer

  Date: 10/21/2022

  
  Complaint: 18160034
  
  I am rejecting this response because: Again, they have not addressed any substance in the complaint. They've merely stated that they will keep my $1,250.00. I will await an actual reply.
  
  
  
  Regards,
  
  *************************

  

  Business Response

  Date: 11/08/2022

  The team took a detailed review of this account and will be holding to the contract terms signed off on because according to records, they handled every request made in a timely manner, requests to change plans were done when asked, and the credit situation was approved and applied to the customer's account within 72 hours. Also, other than the customer stating the mispronunciation of the company name a few times, there were no calls marked inaccurate or any other complaints registered with WorkWave.  
  

  Customer Answer

  Date: 11/09/2022

  
  Complaint: 18160034
  
  I am rejecting this response because:

  Here is the basis of my complaint for breach of contract:

  Per Workwaves terms and conditions they will train their staff on how to answer calls.
  Based on Company Materials, Slingshot may provide script development, training, calling strategy, and program execution in coordination with Company.
  Per Workwaves terms and conditions they will try to do a decent job.
  Slingshot shall use reasonable efforts consistent with prevailing industry standards to perform the Services in a professional and workmanlike manner.
  Per Workwaves terms and conditions they will charge us for the amount we owe each month via our card on file.
  BY PROVIDING A PAYMENT METHOD, YOU EXPRESSLY AUTHORIZE SLINGSHOT, THROUGH ITS THIRD-PARTY PAYMENT PROCESSOR (PAYMENT PROCESSOR), TO AUTOMATICALLY CHARGE OR DEBIT COMPANYS PAYMENT METHOD(S) FOR THE AMOUNT DUE EACH MONTH.
  Workwave has breached their own contract in several ways.
  My staff requested quality control improvements 14 times via email and phone during a four month service period. Find a summary of the most common issues we experience below. We were also overbilled by $2,300 over the course of three months (February through April 2021). I contacted the billing support team 17 times by phone and email before we were refunded in May of 2021.
  Below is a sampling of the service issues we encountered:
           Customers were given incorrect pricing
           Customers were told we offer services we do not offer such as mosquito service, cricket service, emergency service on the weekends, etc.
           Customers were greeted with the wrong business name (Eco Elite Pest Control vs *****************************)
           Customers were booked even though they are not in our business service area
           Phones we disconnected for at least 12 hours.Outage was reported by clients and verified by *************************
           Customers were booked for several inspections at once, possible to boost metrics? Its unclear why.
           Customers were booked for ant appointments when the call notes clearly indicated a rodent problem
           Customers were offered the ***************** Plan when they should have been offered one time services
           Customers were put on hold for 5+ minutes without explanation, thus resulting in confused clients who hung up and then filed complaints to our office manager
  All together we were forced to contact your support team at least 31 times in just 44 working days, averaging once every 1.4 days. This standard of work displays a clear lack of training and does not meet industry standards, thus violating the agreement. We were also overbilled repeatedly which does not comply with the terms of the agreement.
  
  
  
  
  

  
  
  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/31/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed a contract to receive access to a cloud based pest control software program under the verbal understanding that I would be able to use intrisically safe handheld devices, they would transfer data for free, unlimted technical support and I or they could modify reports to what my customers required. First indication something wasn't well was when they said they could only retrieve partial information, but conversation between the data tech and salesman showed the data tech didn't think he should have to enter the information, I ended up doing it myself.When I contacted support about the handheld scanner their response was "we don't support them", they wouldn't even connect with the other company's support team. Lost customers because I couldn't use unsafe devices at them.Then their reports were rejected by government inspectors because they were lacking information to verify equipment being inspected. They said they couldn't do it. Contacted my account rep who seemed surprised about the two issues and he contacted them, they still refused. Unable to use the program at my customers facilities and informed my account rep I wished to cancel because support was declining to do what I needed even though they promised "unlimited Technical Support". Took a week after that and several phone calls to get a response that it would cost me $7356.00 for a year even though they would not perform support and I could not use the program and billing didn't start until next month.I could understand them wanting me to pay for what limited trial I was able to do, even though it was under their free trial, but to charge for something they refuse to support????

  

  Business Response

  Date: 09/12/2022

  Hi ***** - We have shared your feedback with the team who is looking into your account in detail. 

  Customer Answer

  Date: 09/12/2022

  
  Complaint: 17806872
  
  I am rejecting this response because: Five minutes after this was sent from Workwave they ignore all the failures their company refused to remedy and sent an email that Stipilates I own them for a service that they will not provide support for.
  
  
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 10/18/2022

  The team conducted an internal review of this account and after this review, came to the conclusion that the customer signed an annual agreement, did not cancel within the required period, and therefore will be held to the contract signed.

  Customer Answer

  Date: 10/19/2022

  
  Complaint: 17806872
  
  I am rejecting this response because: They failed to provide support to enable me to use their software. ******** promised things they would not honor and company refused to even respond to requests. They don't return phones calls or answer emails. They failed to hold up to their end of the contract and provide "unlimted techinical support". Why would I want to continue with a company's software when they won't provide support so that I can use it?
  
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 11/03/2022

  Please see the below feedback from the team:

  -The customer had already been informed that there were specific devices that were approved to work with the app, and the ones he requested would require a product request (this is separate from support and requires engineering and product teams to build specific integrations which do not fall under contract terms)

  - The agreement was signed on 3/31 for one year, and the request to cancel was opened on 8/29.

  
  - The customer was offered to be let out of his contract after the team initially could not complete a migration he requested and he never responded to this offer request.

  
  - Therefore the conversion fee was waived as a courtesy and the customer decided to handle this manually, so billing started after onboarding was completed.

  Customer Answer

  Date: 11/03/2022

  
  Complaint: 17806872
  
  I am rejecting this response because: I was never informed of specific devices that were approved to work with the app. Their sales rep said if I could load the program it would work, they never said anything about "a product request". Contract stated "Free Unlimited tech support". They even refused to supply requested support for  their reports, said they couldn't do it, then said they wouldn't. Couldn't service clients without the corrected reports.
  

  Agreement signed March 31st, and then they did nothing for a month. Requested to cancel certain portions in July, which apparently the sales rep didn't do,  then everything the first of August, but accout rep did nothing for two weeks, nothing. finally able to find email for their cancellation department and did it myself as account rep ******************** never offered to let me out of the contract, never. The conversion fee was waved before the contract by the sales rep. I entered it all manually because their conversion tech wouldn't, not because I wanted to. I would should like to see that alleged offer.
  

  They say the first 3 months are free, then they say it's not, then they said I didn't cancel within the alloted time??? What alloted time ? There is none.

  I couldn't use their program because they wouldn't provide support for what I needed. Told that to sales rep several times in July, then he delayed the cancelation. They keep changing their story, but it's lies.

  
  
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:08/23/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April of 2022 I requested a meeting with a member of WorkWave LLC sales team to discuss options on their software to see if it was going to be the right fit for our company. After meeting with the sales team member and explain that I was looking to a software with a particular way of tracking our clients for up coming cleanings. I was reassured from the sales team that this was going to work for us. I had request a trial of the software to make sure that this was what I was looking for and was denied. After going back and forth with the salesmen and being reassured that this is what we are looking for we signed the contract. It wasn't until after meeting with the training team member did we find out that this system did NOT track the way we had been told and that the only way we could possibly track was to have a running list of all clients and to go through that list to find what cleats to schedule. This is the exact opposite of what we had agreed upon. I have contacted WorkWave multiple times explaining that this is not what I was told the software. After speaking to the account manager and being transferred to accounting they informed me that the only way for us to cancel the contract was to pay a buy out of $3,569.00. This contract was brought on by false information provided by WorkWave.

  

  Business Response

  Date: 09/01/2022

  Hi ****** - this has been flagged to the team who is looking into your account in more detail. 

• Initial Complaint

  Date:05/11/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Workwave salesman fraudulently represented the abilities of their program and induced our secretary into signing a contract for a product that clearly did not suit us.

  

  Business Response

  Date: 05/17/2022

  Hi ******* -We have passed your feedback along to the team, who will be taking a detailed look into your account.

  Customer Answer

  Date: 05/26/2022

  
  Complaint: 17192886
  
  I am rejecting this response because:
  
  Their response was untruthful and argumentative.
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 06/08/2022

  I flagged to the team who looked into the account and based on the contract that was signed on 2/21/2022 they confirmed that the correct expectation was set upon sale and the software is functioning as intended, and in addition, they offered a discounted buyout as an option. 

  Customer Answer

  Date: 06/08/2022

  
  Complaint: 17192886
  
  I am rejecting this response because:
  
  Their product is fraudulent and not at all what was sold.
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 06/15/2022

  WorkWave has resolved this issue directly with the customer.

  Customer Answer

  Date: 06/16/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************