Complaints

• Initial Complaint

  02/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  We contacted ******** **** ******* ******** to find ways to assist our Maintenance Coordinator with the overflow of work orders and maintenance calls. Our temp employee **** had most of the meetings with Property Meld she was to include ******** *** ** ***** in all the meetings. ******** was in a few meeting to see if we could use the program she thought we could so we agreed to try the program. After a few weeks ******** stated that the program was causing more work and did not like the program. We had asked **** to cancel them. ******** tried telling **** we were not happy but during that 30 min call and she said not once did he talk about Meld. We asked **** to change the contact person and it was crickets on both sides. On January 5th, 2024 ******** cancelled the service with Property Meld that's when we found out **** signed an annual contract. **** also walked off the job that day. We are not asking for a refund beyond the date of cancellation $2072 and cancellation of the contract. We have deleted all program information and have not used the service since 1/4/2024

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In September I had a zoom call to briefly talk about a new software that we might use to manage out maintenance requests. I setup another call on Oct 10th to talk about the features in more detail to make sure it would work for our company. This company charges a monthly fee of $152.26 and an onboarding fee to setup the software. They started charging me in September before I even had the call to discuss the software further. After the meeting on Oct 10th I immediately informed them that this software won't work for our company. Property meld never setup my account since I never proceeded with the setup. They still charged me for 2 months of service and the onboarding setup fee. I have tried contacting them and never received a call back. I had to cancel my credit card since they're still trying to charge me.

  Business response

  12/14/2023

  Upon reviewing our complaint and the events that transpired, it has become evident that the
  services we provided did not meet the high standards we set for ourselves. We understand that
  the implementation of ‘Meld’ did not align with your expectations and the promises we made.
  This is not the level of quality or satisfaction we aim to deliver, and for this, we sincerely
  apologize.
  Our team has conducted a thorough review of your case. It appears that there were several key
  missteps in the execution and communication process that led to this unfortunate outcome.
  We acknowledge these errors and take full responsibility for any inconvenience and frustration
  they may have caused.
  In our commitment to rectifying this matter, we are taking the following steps:
  Contract Termination: We are fully terminating your contract, effective immediately. This
  decision is made to ensure that you are not bound by a service that has not met your needs.
  Full Refund: We are issuing a full refund for the total cost of ‘Meld’. This is being processed, and
  you should expect to receive it within the specified timeframe.
  Quality Assurance Measures: To prevent such occurrences in the future, we are implementing
  enhanced quality control measures and staff training to ensure our products and services
  consistently reflect our standards of excellence.
  Feedback Incorporation: Your feedback is invaluable to us. We are taking concrete steps to
  incorporate your experience into our continuous improvement process.
  We deeply regret that we provided a subpar experience and sincerely apologize for the
  inconvenience caused. This incident does not reflect the values and standards we uphold in our
  company. We are committed to making this right and restoring your confidence in our services.
  Please feel free to reach out to me directly if you have any further questions or need additional
  assistance.

  Customer response

  12/21/2023

   
  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.
  
  Sincerely,
  
  ****** ********

*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. ↩