ComplaintsforData Axle

• Initial Complaint

  06/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Was contacted by polk city directories Data Axle back in 2022. The falsely described themselves as a company providing useful information to flower shops for delivery. **** whom I spoke with said he would send us a free directory that was specifically for our area. However what we were sent was nothing more than a fancy looking phone book and SURPRISE a huge bill for $200. **** never once said over the phone that we would be charged or owe money in any way. Furthermore anytime I buy anything for our business knowing we will be charged I always give out the correct spelling for my name to put on the ****. On the **** attached my name is clearly misspelled. **** refuses to let us send the book back (which is useless) and will not stop harassing our business for money that we wrongfully owe.

  

  Business response

  06/23/2023

  After some investigation into the complaint from Kelleigh ******, we  have taken immediate steps to address the issue. We have cancelled this order and removed the associated charges from our system. This means that Kelleigh should no longer receive any further invoices or notifications regarding this particular issue.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 5, 2023, we paid Data Axle $500 to send an email campaign to ***** US dermatologists and plastic surgeons. On May 9, 2023, we received a tracking link from Data Axle indicating the email campaign was sent to only ***** emails. One of the recipients, who had unsubscribed (we were able to see the email addresses of those who unsubscribed), had an email address of *********************** "Appointments" is not a valid clinician email address. The email blast asked clinicians to take a survey. Of the ***** emails sent, only 1 clinician completed the survey. The conversion rate (1/2366 = ******) is not acceptable by any standard and speaks to the lack of quality of their email database. Perhaps in other areas, the data quality is better -- but it is not of value for dermatologists and plastic surgeons. Prior to the sale, Data Axle's responses were prompt and reassuring about the quality of the email database and ability to reach dermatologists and plastic surgeons. After the launch, there were little to no replies from Data Axle. We are a 501c3 non-profit and need these funds returned so that we can complete the research project using a different approach. Given the above we want a complete refund. No other resolution is acceptable to us.

  

  Business response

  07/12/2023

  We're sorry to hear about the issues you encountered with the email marketing campaign that we deployed for your business. We apologize for any inconvenience this may have caused you.

  We would like to clarify that, according to our documentation, we provided you with the proper expectation for deliverability and response rates ahead of the scheduled campaign. However, we understand that the results may not have met your expectations, and for that, we apologize.
  

  As a gesture of goodwill, we would like to offer to re-deploy the email campaign at no charge. We hope that this will provide you with an opportunity to achieve the desired results from your email marketing efforts.
  

  We appreciate your business and want to ensure your satisfaction. If there's anything more we can do to address your concerns, please don't hesitate to reach out to us directly.
  

  
  

  Customer response

  07/14/2023

  Attached is documentation stating that Data Axle would send an email to ***** email addresses. The link in the attached indicates that they failed to meet this threshold. **** was specified in the contract and ONLY ***** emails were sent. This is a breach in their responsibilities regardless of the response rate. The failure to meet the promised fielding goal has never been responded to by Data Axle AND given the response rate there is no use in fielding the link further. Despite claiming to have told us that response rates of less than 1% were their standard this was never shared with us. We were up front that we needed more than 100 completed surveys and they indicated this was possible. A response rate of 1/2366 (******) is not reasonable to any reasonable person. We are a non-profit and need these funds to complete the project. A full refund is requested. No other option is acceptable. Please publish all of these notes so others are aware of what this company is doing.

  Customer response

  07/14/2023

  I am rejecting this response because:   

  Attached is documentation stating that Data Axle would send an email to ***** email addresses. The link in the attached indicates that they failed to meet this threshold. **** was specified in the contract and ONLY ***** emails were sent. This is a breach in their responsibilities regardless of the response rate. The failure to meet the promised fielding goal has never been responded to by Data Axle AND given the response rate there is no use in fielding the link further. Despite claiming to have told us that response rates of less than 1% were their standard this was NEVER shared with us. We were up front that we needed
  more than 100 completed surveys and they indicated this was possible. A response rate of 1/2366 (******) is not reasonable to any reasonable person and unethical for them to defend 1 response rate and NOT offer to give a full refund. We are a non-profit and need these funds to complete the project. A full refund is requested. No other option is acceptable. Please publish all of these notes so others are aware of what this company is doing - others need to be aware that their response rate is ****** and they are taking advantage of non-profits.
  

  Customer response

  09/08/2023

  Attached is a document providing Data Axle's Agreement and Quote (file: AGREEMENT and QUOTE.PFD). We had to electronically "agree to" the Agreement before paying the quote of **** emails for $500 (file:CONFIRMATION OF PAYMENT.PDF). The Agreement and Quote, along with confirmation of my purchase, are the only formal documentation of any kind. The Agreement has to do with confidentiality and not the response rate. The response rate and fielding claims were made in multiple phone conversations with Data Axle preceding the Agreement and payment.
  
  The clearest deficiency is that the company invoiced--and we paid--for contacting **** unique individuals and by their own documentation only **** were contacted (file: Emails regarding tracking and response rate.PDF). Of the **** the response rate was ********** (1/****)which is not acceptable by any reasonable standard. When the response rate came to light the company stopped replying to our emails quickly (as had been the pattern) and after nearly 24 hours made an unacceptable offer to reach back out to the **** participants again (not **** as they originally quoted) (file: Emails regarding tracking and response rate.PDF). Below are our points for demanding a full refund and making all of these correspondence available to anyone seeking to work with this company:
  
  Note: Data Axle did not meet their obligation to contact **** possible participants. Their correspondence and tracking indicate that ONLY **** were contacted (file: Emails regarding tracking and response rate.PDF). The ************************* the official quote at the end of the Agreement (file: CONFIRMATION OF PAYMENT.PDF). This alone is a breach of the agreement.
  
  Note: Data Axle did not send to dermatologists and plastic surgeons practicing in *****************, conditions we discussed as requirements for our survey, as one survey respondent could not answer a simple medical-related screening question and another indicated their practice was in ******** (file: Emails regarding tracking and response rate.PDF)
  
  Note: Data Axle was very quick to respond with emails or phone calls prior to the blast. Once we questioned the results of the blast, there were no returned calls or emails for nearly 24 hours. Then their email reply came with a we told you less than 1%, which was not true as we would not have moved forward with a project that had a less than 1% response rate. Again, prior to the blast, Data Axle was very responsive and optimistic that we could receive more than one survey respondent (we were in need of 100 survey responses). After the blast, after not even responding to our question about reaching **** as their tracking link only showed ****, we were told that Data Axle did not expect a response different than what we received. We were clear we needed 100 individuals to complete our survey and they agreed this should not be a problem-prior to payment. To be fair, if we would have had 25 75 respondents complete the survey we would have been disappointed but would have been OK with the process. Unfortunately, with only 1 completed survey, and ghosting by the company when it became clear they had over promised and not delivered we knew these shenanigans needed to be addressed for the sake of future customers.

  

  Business response

  11/08/2023

  Based on the T&C's of the order the delivery of ***** is within the 80% delivery range. 

  

  Business response

  11/08/2023

  Including the original invoice as well as links the the T&Cs for additional clarification. 

  
  *********************************************************
  ***********************************************

  Customer response

  11/16/2023

  I am rejecting this response because:  Until today, **** has not seen the documents Data Axle attached to their last response. The documents do not apply. The person responding to these complaints must be unaware of the deception that occurred and we encourage them to seek the truth. Continuing to make statements without documentation relevant to this claim wastes our time and the BBBs time as well.
  
  AHRI has attached all correspondence between us and Data Axle, highlighting the promises that Data Axle made and did not keep.
  
  AHRI has attached evidence to support Data Axles commitment to send the email to **** dermatologists and plastic surgeons. We never received a tracking link for the plastic surgeons. We have seen no evidence that the survey was fielded to plastic surgeons. We were told we would receive a tracking link for dermatologists and a separate tracking link for plastic surgeons no tracking link for plastic surgeons was shared confirming that the survey was never fielded to this group as specified in the contract.
  
  Data Axles brief and unsupported responses make it appear as though they are playing a game, making excuses, in an attempt to tire us out. They made specific promises to field a survey to a specific number of dermatologists and plastic surgeons and QUICKLY took our money which resulted in ONE (1) survey completion - a response rate of 1/2366 (******) which is not reasonable to anyone and on this fact alone a full refund is requested.
  
  We are a non-profit and need these funds to complete the project. The only acceptable resolution is a full refund.

  

  Business response

  11/17/2023

  We've issues a refund. 

  Customer response

  11/18/2023

  I have reviewed the business response and accept the resolution of a full refund.

• Initial Complaint

  04/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased several thousand leads from Data Axle. I wanted small businesses with 1 to 4 employees. A large majority of the phone numbers were disconnected/nonworking numbers. Many of the contacts had retired or decided. The data was so old that if the company was still in business they were too big for me to help. The data was so old that it was not just a waste of money buying the information but it was a major setback as I just was starting in business myself and could have spent the time calling on numbers that were working and companies that were sized right.

  

  Business response

  07/12/2023

  We're sorry to hear about the issues you encountered with the leads purchased from us. We apologize for any inconvenience this may have caused you in your business.

  As per our Satisfaction Guarantee, which can be found on our website, we are committed to providing high-quality leads to our customers. We understand that you were looking for small businesses with 1 to 4 employees and the leads provided did not meet your expectations.
  

  We have refunded your order and apologize for any frustration or setbacks this may have caused. Our goal is always to provide our customers with accurate and up-to-date information, and we apologize that this was not the case in this instance.

  If there's anything more we can do to address your concerns, please don't hesitate to reach out to us directly. We appreciate your business and hope to have the opportunity to serve you again in the future.

• Initial Complaint

  03/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was sold a list of Interior Designers that I was told I could use for marketing. When I attempted to use the list my account was suspended and most of the contacts were not Interior Designers. I was then told that I should be using different software, however on their website it says it works on Mailchimp and Constant Contact.I asked for a refund as the list is worthless and Exact Data misrepresented themselves in the legality and use of this list.

  

  Business response

  05/30/2023

  I am writing in response to the complaint filed by ***************************, regarding their experience with Exact Data. We appreciate the opportunity to address their concerns and would like to provide a detailed response.
  
  Upon reviewing the complaint, we understand that ****************** purchased a list of Interior Designers with the expectation of using it for marketing purposes. However, when they attempted to use the list with a third-party email deployment platform, their account was suspended, and they discovered that most of the contacts were not Interior Designers as promised.
  
  We take these concerns seriously and have conducted an internal investigation to better understand the situation. As part of this investigation, we joined a call with ****** to confirm the order details and gain further insights into their experience. We appreciate their willingness to engage in the conversation.
  
  We have searched extensively on our website to find the reference to using third-party email deployment systems such as Mailchimp or Constant Contact, but we were unable to locate it on our site. Our only reference to these platforms is on our FAQ page, where we advise against using them for email deployments.
  
  In light of ******************************* request for a refund, we are committed to resolving this matter amicably. We kindly request that ****************** provide us with any additional information or documentation regarding the misrepresented legality and use of the list. Our customer support team will then thoroughly review the case to determine the appropriate resolution. We aim to find a mutually satisfactory outcome and ensure their satisfaction.
  
  Thank you for your attention to this matter. We appreciate the BBB's commitment to promoting fairness and facilitating communication between businesses and consumers. We look forward to working toward a satisfactory resolution.
  

  Customer response

  06/01/2023

  I am rejecting this response because:  I asked the salesperson if it would work period. I told exactly how I was using the list and what platform. At minimum they should disclose that these lists do not meet the current spam guidelines and in fact you have to use special software that hacks around the rules...and will bounce your site into suspicious and even malicious status.

  

  Business response

  07/12/2023

  We're sorry to hear that you're dissatisfied with our response. We understand that you asked our salesperson if the list would work for your specific use case, and we apologize if there was any confusion or miscommunication regarding the list's compatibility with your platform.

  However, we'd like to clarify that our lists are compiled following all industry standards and regulations, including spam guidelines. While it's true that some email service providers may have stricter policies than others, we make every effort to ensure our lists comply with the highest standards.

  That being said, we apologize for any inconvenience caused by the use of special software to send emails. We do not endorse or encourage the use of any software that circumvents spam regulations, and we always advise our customers to follow best practices when it comes to email marketing.

  
  

• Initial Complaint

  03/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 3/3/23 we contracted with Exact Data to provide an email address list of specific positions/titles at a list of specific municipalites and local governments. They stated that they have ***** contacts that meet the stated criteria and that the cost would be $1,354.25. We signed and paid for the deliverable (IO *******). The first dataset was provided the same day; however less than 15% of the contacts they provided were on the the requested list. I reported this issue on 3/6 and requested a correction or refund. After multiple phone calls, emails, and escalations to their client services **** and parent company, they provided two additional datasets that were both even less accurate than the first. Additionally, many of the contacts they provided were for individuals were who had been out of their position for more than 5 years. Completely useless contacts. Exact Data never provided the information that was requested and paid for. They were contracted to do this by 3/9, but never did. The attached email correspondence documents their frustratingly failed attempts and incredibly poor customer service.

  

  Business response

  05/30/2023

  I am writing in response to the BBB complaint filed by *********************, *******************, regarding their experience with Exact Data. We have thoroughly investigated the matter and would like to address the concerns raised in the complaint.
  
  According to our records, on 3/3/23, *********************, entered a contract with Exact Data for the provision of an email address list of specific positions/titles at a list of specific municipalities and local governments. The agreed-upon cost for this deliverable was $1,354.25, which was paid in full. We understand that ******************* requested ***** contacts that meet the specified criteria.
  
  Upon receipt of the initial dataset, the customer, reported on 3/6 that less than 15% of the contacts provided by Exact Data were on the requested list. They further expressed concerns about the accuracy of the information, as many of the contacts were outdated or irrelevant.
  
  Following the complaint, our client services department and parent company were promptly informed of the situation. Efforts were made to rectify the issue by providing two additional datasets.  In light of the multiple failed attempts to deliver the requested information within the agreed-upon timeframe (by 3/9) and the lack of satisfactory resolution, we have taken the necessary steps to address the matter. Our records confirm that a chargeback for the original order was processed.
  
  We deeply regret the inconvenience, frustration, and dissatisfaction experienced by *********************. This situation does not align with our commitment to delivering quality products and providing excellent customer service. We are conducting an internal review to identify the lapses in our processes and prevent similar occurrences in the future.
  
  Thank you for bringing this matter to our attention, and we appreciate the opportunity to respond.

• Initial Complaint

  02/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased an Email Address list from Exact Data for a very focused customer base, for a very specific set of SIC codes, in a very specific region. They provided **** email addresses. I used these email addresses to create a personal email about our product (email marketing), to each one of them using my business Outlook application (Not a 3rd party email campaign service). It is in writing that they guarantee 90% accuracy of the email addresses provided. After each email was sent, if the email was returned with a "recipient not found" reason, I marked the contact as "Bad Email". If the recipient responded asking to be removed from future emails, I marked them as "Do Not Email". Bottom line is that if the email bounced, that email address was of no use to me. The final result was that 603 of the **** emails sent, bounced, for a ****% rejection rate, far above the 10% rate of their guarantee. I sent the complete list to them, including the Bad Email column and Do Not Email column, asking them to supply another 419 email addresses which was the delta of 184 expected bad email addresses (10%) minus the 603 that bounced. This request did not take into account the expected 10% of those replacements to be bad as well. They wanted proof of these bad email addresses from a smtp rejection report, which I do not have or can get based on how sent these out. I gave them the entire list, which included the bad email addresses. They could have performed a random audit on those to confirm my findings. They refused to provide any replacement email addresses...so they did not keep their promise on the guaranteed accuracy rate. That is the reason for this complaint.

  

  Business response

  02/27/2023

  The following feedback was sent to the customer with additional detail about the deliverability expectations.
  
  Email accounts like Outlook, Gmail, etc. are not set up for mass deployments. There are filters and traps set up to recognize when the same message is being sent out 10 times or ***** times. You are essentially sending out SPAM(bulk mail) through an email account.
  
  No list will be 100% accurate, not even an organically grown list, so some error is expected up to the 10% threshold we guarantee and proof of error is always required.
  
  An smtp report is a standard report that is ALWAYS requested when a client has an issue with bounce rates. It will show the bounced record, the coding associated with it as well as the reason for the bounce.
  
  Our recommendation is to use a platform that allows third-party list deployments. Also with proof of error that exceeds our guarantee we, will look into replacements or data credit for the exceeding amount.

  Customer response

  02/28/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I throttled my email to 5 per day, and I read each bounced email, and the majority stated "Recipient not found". Pretty clear in my mind why it bounced. I even audited this by contacting the business and the response received was either they had no idea who that person was or that person left the company. I even had one bounce that stated the person left in 2018! Their response was a blanket response. They have the list of bounced email accounts. All they needed to do was perform their own audit on just the bounced emails and that would confirm they were not even close to the 90% guarantee rate which they make.

  

  Business response

  04/19/2023

  We apologize for this inconvenience and understand the frustration of not receiving a reliable list of email addresses. We would like to reiterate that we have made a commitment to provide our customers with accurate data and take customer feedback seriously. Per our last correspondence, we agreed to provide replacement records at no cost. As such, replacment credits have been added to your account and are available to use. Please contact us if you require any assistance or further support.

• Initial Complaint

  12/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We gave this company $1300 for data and records to be used by our sales team. We were told we would be able to login to our account and search the data. We were not able to log in to the account, they gave us a generic password ******** that did not work. We called, text and emailed our account manager. Asked them to stop billing us however they did bill us 2 more times. Now they will not reply to our emails. I will be sending recordings emails and texts to my bank and will be disputing this if we do not get what we paid for. I am not asking for a refund I am asking to receive the records we paid for, is that so much to ask?

  

  Business response

  12/08/2022

  Consumer Response /* (2000, 6, 2022/12/08) */ They contacted me directly and gave me the credits I paid for.

• Initial Complaint

  09/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Scammed me out of $200. I paid for 600 email contacts on 8/15/2022. We were communicating consistently until I paid the invoice now I cannot get a response. I have called, left voicemails & sent emails. Nothing. No response.

  

  Business response

  11/09/2022

  Business Response /* (1000, 7, 2022/09/19) */ On September 1st the file was rerun with the proper selections and sent to the Customer.

• Initial Complaint

  08/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  They are releasing my name and phone number to organizations for marketing purposes when consent has never been given. They are selling my privacy against my wishes.

  

  Business response

  09/13/2022

  Business Response /* (1000, 2, 2022/08/12) */ Hi *****, your request has been submitted and fulfilled by our company. Thank you for your patience. Consumer Response /* (3000, 3, 2022/08/16) */ 8/16/2022 Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID XXXXXXXX, and although the wording in the response is somewhat unclear, if they have removed my name from their marketing distribution list it would be appreciated. Sincerely, ***** ****

• Initial Complaint

  07/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I called them and said I needed files of emails OR phone numbers in specific zip codes (to be used as identifiers for custom audiences in FB). At first I was told they couldn't separate the files by zip code, which would have been fine. I could have looked elsewhere. Then they said yes they COULD separate by zip, so I went ahead & ordered. I was assured this was the most up to date accurate data. I got the excel file, all jumbled up. I can't use the data that way & asked for a refund. They insisted they would make it right, but the 2nd file was STILL all jumbled up. I decided to test the accuracy of the data, because I got suspicious. I spent 5 hours isolating one zip code to upload to a custom audience in FB for advertising, and came back with "<10" which tells me the data is not at all accurate. I KNOW there are more than 10 people in a zip code who are on FB! So there ended up being TWO issues: unusable data because of being jumbled up AND old/inaccurate data. Because I used another company and got WAY more into the custom audience using the same zip code. I asked for a refund & was told they couldn't do it. This is unacceptable because data has to be usable, and accurate, and it was neither. Unfortunately after I had ordered, I then managed to find all sorts of bad reviews, which my initial research on the company failed to unearth. I got more useable data for $59 than all this junk for $400!!!

  

  Business response

  09/13/2022

  Business Response /* (1000, 2, 2022/07/06) */ We are sorry to hear that you are not more satisfied with your list results. Our records show that you were provided with 2 files. Both files were provided based on correspondence with your Sales Executive and your purchase order. The purchase order does not show a request to sort by zip code. However with any excel file, you can sort it yourself by using the sort function/option. As for the data that is now unusable, we want to work with you to resolve this matter. As such we can agree to cancel this order minus the 10% cancellation fee. The total refund amount would come to $360.00 Please confirm to have this refund processed. Consumer Response /* (3000, 3, 2022/07/07) */ 7/7/2022 Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID XXXXXXXX, 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. ↩