ComplaintsforJucebox, LLC

• Initial Complaint

  07/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company produced leads that either do not respond to calls, text messages or e-mails. And the claim that the leads will have income to purchase Life Insurance or Annuities is completely false. Most leads that I was able to contact had no money to invest. If this business has any ethics, they should issue a large refund.

  

  Business response

  08/04/2022

  Business Response /* (1000, 5, 2022/07/27) */ The Client entered into an agreement with our Company for a 3 month service term in our Program on 3/7/22, with the 3 month period to begin at the launch of marketing services. The Program consists of 3 parts: Digital Advertising for lead generation, Sales Process Management Software, and Sales Training and Coaching designed to equip the Client with the necessary knowledge to get the most out of the services. It is important to note that at the end of the Client's 3 month service term the Client requested a full refund for services from the Company. The Client was informed that this was unfortunately not something that could be offered, as outlined in the terms of their Service Agreement, and as a result of utilization of the program for the full 3 month period. The Client utilized training and coaching calls at will, made use of the CRM software services, and benefitted from an advertising campaign managed by the Company that delivered 103 leads over the 3 month term. All services were delivered as outlined in the Client's Service Agreement and as a result a refund could not, and can not be offered. At this time the Client is again requesting a "large refund" as a show of our Company's ethics. There is no question as to our ethics as we delivered our Services exactly as they are outlined in the Client's Service Agreement, and as well made every attempt to instruct the client on ways to improve the outcome of their experience. Following the initial email reply to the Client request for refund, the Client did not again mention a refund, however replied and elected to continue services with the company through another service package option. The Client is still a current Client of the Company, despite this complaint, and previous replies to their request for a refund through email communications. The Client is still utilizing available services such as CRM software and has continued to attend live training webinars, all as a demonstration of the continued value found by the Client in the program. The company will attempt to explain again here as to the reasons why this request for a refund is not possible and why the statements provided in this complaint are neither factual or relevant based on the Client's actions in the program. Before launching marketing services, the Client was required to consume an initial training course and attend 3 onboarding calls to acquaint and educate them about the program and what actions are required to achieve success. Along with this, the Client signed and agreed to follow our "Action Based Guarantee," which outlines a clear path to success with our program and guarantees, if followed, the company will continue to work with the Client if they are not successful, until they break even. Included in the Program, the Client received 2 "Progress Review Calls'' at 2 weeks and 4 weeks following their marketing launch. These calls function to identify areas of improvement needed in the agreed upon process and to be able to offer subsequent coaching and advice on how to make those improvements. On these calls it was made clear that the Client was not following the process we coach and train on to achieve success in the program, and to achieve success with the type of organic lead generated for the Client through advertising. While coaching advice and training recommendations were offered during and following these calls, the Client chose to continue to follow a different approach in hope of success. This was evident not only through the Client's own words on calls, but also in review of the Client CRM account, the lack of use in regards to included software offerings, and the incomplete status of a large portion of the training material offered to the Client. Over the course of the 3 month term the Client received additional phone calls for assistance, upon which requests were made by the Client for the Company to provide modifications to services outside of the scope of their Agreement with the company. While many of these requests were not possible, nor services the company could offer, changes were ultimately made in regards to aspects of the Client's marketing services to help them achieve their desired result. These changes were above and beyond what is offered as part of the agreed upon services with the client. Every attempt was made to help the Client find success in our program by the means and services available through the Company and Provided in our Service Agreement. Unfortunately, in trying to utilize our program and services in ways outside of what we coach and train on, the Client was not able to achieve the success they had hoped. The Company can not be left to be responsible for the Client's choice of actions in regards to the services offered and available, and, the resulting effect these choices have on their experiences with leads/prospects or their ultimate financial success. The Client stated that, "The company produced leads that either do not respond to calls, text messages or e-mails. And the claim that the leads will have income to purchase Life Insurance or Annuities is completely false. Most leads that I was able to contact had no money to invest." This statement by the Client is false. The Client did not contact a number of leads at all as of the conclusion of their 3 month term, and chose not to follow the process or methods coached and trained on when handling the leads. In our experience we have found similar results to occur when choices are made to deviate from the Company's outlined process in an extreme manner. While the company strives to offer tools and systems to create leverage and success for its Clients it can not bear the responsibility for misuse or lack of use of the available services. This is akin to purchasing a baseball, capable of being thrown 100 mph, but believing it should be able to do so automatically for the user with no practice, conditioning, and minimal effort. It is again unfortunate that this Client was unable to achieve success through our Program. However every element of the services offered to the Client were available and either under utilized or disregarded throughout their time working with the Company. As a Company with years of offering our services to Clients, we understand what works and what it takes to be successful in our Program. We do everything possible to educate and prepare Clients for what it takes to find that success and have seen hundreds do so time and time again. Moving forward the Company will be discontinuing services with the Client at the end of their current month of service and will be issuing a refund of the monies paid for the current month of service. Consumer Response /* (3000, 7, 2022/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) During the sales pitch of the program the company's representative had said that the company's expertise and technology will deliver leads with clients that have money to invest. That is false. I was also promised that a very high percentage of leads will respond to Jucebox's automated text messages and e-mails and I can improve that percentage if I were to call the leads that do not respond to automated messages. The response to automated messaging is less than 3% which makes it a very expensive marketing. Had that been honestly expressed during the sales call, I would have never signed up for it. The sales practice of the company is full of false promises. The only reason I had to continue service for an additional month is not because I was happy with the service, I did it because I wanted to keep the leads' date that is my property. Now that the company has sent the list via e-mail, I will be ending my relationship with them. From their response here and in your e-mails to my complaints, They are in the business of blaming their own clients instead of focusing on finding solutions to help a client that spent thousands of dollars with them. I hope others can read my reviews and unresolved complaints about them to protect themselves from losing money. Business Response /* (4000, 9, 2022/08/04) */ Again, it is unfortunate that this Client was not able to find success in our program as so many others have and continue to do. We are not in "the business of blaming our own clients." We do however stress the importance of accountability in the program and accountability to the process. A statement of accountability, known as our "Action Based Guarantee" is outlined and presented at the beginning of the Client Service Agreement, throughout our training and onboarding process, and is required to be agreed to and signed separately as a standalone document. If not agreed to and understood, a client is not able to continue through the program. This client signed and submitted their Service Agreement and standalone Action Based Guarantee, committing to the actions needed to find success, but then abandoned those actions in favor of a different and unproven approach in our program. We are very transparent about the Action Based Guarantee and what is required to be successful with our program. This is why it is included at the beginning of our Service Agreement so that if there is any hesitation or questions, they can be addressed before signing. There is unfortunately no "Magic Wand" that delivers leads that require no effort to close. But, with a proven system, training, coaching, and established processes and tools our program guarantees results for those who are willing to put in the effort and make a shift in how they may typically do business. Following the launch of marketing services for lead generation we held subsequent calls with the client at 2 and 4 weeks to review how things were going based on the data from their CRM and training account, and attendance records for weekly coaching calls. The client was offered coaching recommendations and advice on and after their first call that went unheeded. As a result their data showed a decline between the first and second call. More advice was given and recommendations were made around actions to be taken, training that would be helpful, to attend and ask questions on coaching calls, and to utilize all the tools available and included in the program. Toward the beginning of the third month of the program the Client had additional calls with the team and requested changes to be made to the program above and beyond what is included, as referenced in our previous reply. On these calls the client was given much of the same advice, as there was no change in the actions taken during the month of time that had passed. At the conclusion of the initial 3 months the client had still not utilized or completed the training materials or taken advantage of the wide variety of tools available to them to assist in the process and leverage a successful outcome. It is extremely unfortunate that the client did not take advantage of all that the program had to offer and made choices to do things differently that what they had initially agreed upon. When all elements of the program are used in conjunction with each other, as designed, and with the appropriate actions taken, the success Client's are able to achieve is astounding. On the other hand, the results that accompany the choices we see in situations such as this are not surprising, which is why we do everything we can as a company to train, coach, and prepare our Clients for what is necessary for success in the program. We also hope that anyone who reads this is able to discern for themselves what is best for them as a result of the information presented here. The Company's programs are designed to train and coach Clients on a way of selling that leads to success and scalable results through a leveraging of tools and a proven sales process. There are countless reviews and testimonials from clients past and present who can attest to this success and we would encourage those interested to seek those out or reach out to the Company for more information.

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