ComplaintsforOutboundEngine, Inc.

• Initial Complaint

  09/06/2023

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  I've been attempting to cancel my account for the past 8 days. I've emailed & called multiple times. The last call I made was on 9/5/23 and I was told that I have to speak to a resolutions representative to cancel my account. I was told they are all busy and behind and that someone would call me. That was the 3rd call I've made and been told the exact same thing, but no one has contacted me thus far and I've had no response on my email cancellation requests. I find it very deceptive that if you want to sign up for account, it's super easy to reach a representative. But, if you want to cancel your account, ********************** is too busy to help you with that.

  Business response

  09/11/2023

  ***************, it looks like your account has been flagged for cancellation in our system. I am seeing your first request was made via email 8/30/23. All requests do require a 30 day notice in order to process a termination of the account. We have received your request via email which we emailed back letting you know on 8/31/23. We apologize for the delays and communication you mentioned however I can assure the cancellation request was noted on the account and will be cancelled within 30 days. Please do let us know if we can help with anything else at this time!  

  Customer response

  09/12/2023

  Complaint: 20562690
  
  I am rejecting this response because: This is not what the only initial email response stated (see attached copy of the email response from Outbound Engine on 8/31) or what I was told when I placed multiple calls. I was specifically told 3 times on the phone that my account could not be cancelled until I spoke to a "resolutions representative" who would be calling me back. I have never received a call back and the email response (attached and copied below) on 8/31 states the same criteria. I am requesting a written response that the account has been cancelled.

  Hi,
  To ensure compliance as a subscription software service, all changes to your account (including product or service adjustments) need to be handled on the phone with our account management team. 
  Until we speak on the phone we will continue to provide the marketing in your current package so there is no service interruption. You can also call us directly at **************.
  
  *****************************
  Support Specialist / Elm Street
  ************** p
  ********************************
  elmstreet.com
  

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

• Initial Complaint

  08/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  There is not a way to cancel the subscription or change payment. They won't do anything via email and when I call, they say someone has to call me back and they never do. This company is an obvious scam. Per their contract they are suppose to provide me with monthly support and a person on my account which only lasted about 5 months then they continued to charge me $318.73 a month. In August, they charged me twice. I do not have a way to recoup the money since it was a debit card and would like a refund from the company. Do not do any business with this company.

  Business response

  09/06/2023

  Hello *****, 

  We are sorry to hear this and have refunded the August payment back to your card and cancelled the account. Please do let us know if you need anything else and we wish you the best moving forward!

• Initial Complaint

  08/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been requesting contact from customer support and have left multiple messages over the past 10 days. While I would prefer not to cancel my account, I may have no option but to do so. But even cancellation seems impossible from what I have been able to find on their website. They do not answer their phones and my messages for a phone call back have been ignored.

  Business response

  08/09/2023

  We have spoken with ****************** and resolved this over the phone! 

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The last time we had a conversation, I explained to them that I felt that the information I was given by one of their agents was not accurate to what I was actually receiving. They ended up speaking with one of their superiors, who agreed with me and offered to allow me to cancel with a full refund. I explained that I would be willing to give it a chance, and try it out, but that I was having reservations. They told me that I could try it out for a couple of months and cancel if it wasnt going to work out with a half a month as the fee. After speaking with an agent just now, and barely getting a word in because she kept interrupting me, she tells me that I have to pay $1500 to cancel the account. I cannot believe that this is a legitimate company that does business this way. I already told her that I do not utilize the system anymore, I do not want them accessing my email anymore, and if this continues, I am going to report the charges to my card as fraudulent. The contract I signed is bilateral, and they are not holding up their end of the bargain.

  Business response

  07/24/2023

  We have been unable to reach *************** over the phone thus have moved forward with cancellation and closing the account. 

  Customer response

  07/31/2023

  Better Business Bureau:
  
  Thank you, they ended up canceling my account, and thus far have not charge me anything, as they shouldnt. I should mention though that they have not once attempted to contact me by phone, despite the message they sent you. I called them multiple times with zero response for over a month. However, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. If I end up getting charged in the future, I will be reaching out again. Again, thank you for your help with this.
  
  Regards,
  
  *****************************

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Outbound Engine engages in deliberate deception and does not provide customer service. I purchased my domain from Outbound Engine earlier this year after they initially set it up. Outbound was supposed to continue managing my website and email but both have been inactive for months and bounce. This has caused clients and potential customers to being led to a website that doesn't exist and respond to an email that doesn't work. COMPLETELY UNPROFESSIONAL and affecting my personal brand. I've spent months speaking with different representatives with slow response times and empty promises for reimbursement. They work with you initially and gradually disappear, especially once you've requested to fix an issue.

  Business response

  06/30/2023

  We have spoken to ******************** and resolved this over the phone.

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to work with Outbound in August of 2022 working with *********************** in getting our account set up. I have the same issue as other teams on BBB. Its not set up for teams and never was. The service they provide is not what it sounds like in your initiation phase. We are on the east coast Outbound posts all west coast related material they collect from blog sites and such. I asked for more relevant content and was informed I could send it to them and they would add it in. After 6 months I saw 0 benefit with the service and asked to cancel they offered to downgrade the obsolete services so I did that after a bit more time. I asked to cancel and like others here I was ghosted. Still waiting for a response..

  Business response

  06/26/2023

  We have spoken with ************************** and resolved this with him over the phone

• Initial Complaint

  06/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello. Outbound Engine has terrible customer service and communication. We have been trying to cancel our contract since February 2023 (Contract rolls over in June 2023). As of today, 06/15/2023 Outbound Engine has not returned emails or phone calls. We want our service to be canceled. My fear is they are going to bill us AGAIN, starting in June, which then makes the contract roll over AGAIN. We would really appreciate a phone call back to ensure our account is canceled. They can reach us at ************. Thank you for your help. ****** and ***************************.

  Business response

  06/20/2023

  We have emailed over confirmation that your account has been closed and also I have refunded the June payment in regards to the delay. We apologize for that experience, please do let us know if we can help with anything else! 

• Initial Complaint

  06/12/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Trying to cancel my subscription now that my year contract is up. This company breached their contract with me 7 months ago when they stopped having our monthly review calls. No one has reached out at all the last 7 months. You cant cancel by email, but cant get through by phone. After calling everyday for a week I finally got through. I was told I must talk to someone else. Surprise they arent available. But as you can see by all the other complaints are the same. Cancel my subscription.

  Business response

  06/14/2023

  We have spoken with the customer and resolved this! 

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  February 2023 I paid over $275 to register with them to get started. 1 time fee on top of four reoccurring payments (so far )of $89. Receipts attached. The purpose of Outbound Engine is to market my business. My dispute is that I was told something different on my initial one on one call with the first sales person (I believe her name was ********). I asked her (and one can go back and listen to our conversation).. I had asked her if I am not happy with the service what options do I have. She said to me and I quote "we will work with you we are not going to force you to keep something you are not happy with". I called after the first 30 days of service and explained to another lady (I think her name is *********) and I explained this was not what I wanted nor did i think that the price for the service was worth it to keep going. She proceeded to tell me I was in a signed contract and that they would not be able to let me out. She offered me option to lower the monthly rate and I had no choice - i agreed to lower because there was no other solution and all i wanted was to stop paying money for something I will not and have not used. We did the same thing another ********************************************************************* basically again "too bad". It was VERY clear I was unhappy and felt stuck. So really what the first girl told me about them not keeping me in this if I was unhappy was a LIE. This company is a joke and they have continued to take money from me every month for emails that are sent out from their "marketing team". I want them to do the right thing and reimburse me my money. I dislike their services and I really dislike ********* who has no people skills or understanding what it's like to work in service and help clients not tell them nothing can be done.

  Business response

  06/12/2023

  Thank you for reaching out through the BBB so we can investigate this issue.
  After reviewing your account and sales interaction, the demonstration was completed with you on Tuesday, January 17, 2023. At the conclusion of this demonstration your party decided to move forwards signing up with OutboundEngine and signed the 12 month agreement.
  ********* reached out to you upon the first cancellation request and explained that you had signed the agreement and the options within the initial 12 months per our terms of service. Based off the onboarding and set up process it looks like your account has been active and working since you signed up with us. The monthly rate you have been paying us for is the email marketing and website we have been providing to you at a discounted rate due to the concerns you had with cost and marketing. In regards to the initial costs that is the set up fee for us to set up your account and have an onboarding call to get started.
  In summary, we have a signed agreement attached, the account has been active and you can sign in and have consistently reached out to help you use this account. Based on this investigation, you will need to work with your solutions expert on the best path forwards. 

  Customer response

  07/05/2023

  Complaint: 20131494
  
  I am rejecting this response because:
  

  I read their response and if they would just listen to the very first phone call with the person (young gal), I spoke with. She said to me and I quote ..." If you are unhappy we will not force you to stay or use our service". I do remember that because once this service was NOT what I wanted to be paying for. It was not the service that I needed or wanted to reach my data base the way they were. I could easily have done that. Yes I signed the contract and I 100 percent asked her if I would be stuck. They are saying I have talked to agents for help each month but in reality I have been only contacting them to complain and how awful of a company this is to keep me stuck to this contract. WHEN IN FACT - one of their agents told me I would not be. They are terrible with customer service. If I had to guess , they will say they don't have record of the phone call but I will be happy to show records if we need to proceed. Thank you.

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

  Business response

  07/20/2023

  *******,

   

  No, we can not reimburse the services rendered.  We have provided service since signing up at a severely discounted rate, therefore we will not be issuing a refund at this time. Please let me know if you need anything else, thank you for helping with this! 

• Initial Complaint

  05/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We partnered together 4/19/23 for marketing my real estate TEAM. The marketing campaigns and profiles are setup to be for individuals, not teams. I was told setting up a team would be no problem on my sales call. Today, 5/31/23, I have paid $800 to the company with no deliverable product. And they will continue to take $350 per month for another 11 months. I was promised things that haven't happened. I have asked repeatedly for examples of how teams have setup their profiles so that I can make ours look right, and each time I am ignored. Several employees of the company on several different calls have admitted that this product isn't for teams, but for individual agents and that they have asked the company to provide team resources. I have asked over and over that If we can't make it look right, I won't pay for a service that I can't use, and please cancel and refund my money. I have sent 9+ emails conveying this and spent countless hours wasting my time on phone calls and zoom calls trying to get it resolved. I was told by the salesperson that it was easy to downgrade plans, but ***** responds to my request to downgrade/cancel. In my latest email I submitted a request/ticket for accounting to call me on the 16th of May about canceling. I got an email confirmation that day, so I know it went through. I still have not heard from anyone 15 days later.

  Business response

  06/01/2023

  We have spoken with the customer and resolved this over the phone.

*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. ↩