ComplaintsforExpresstech International, LLC

• Initial Complaint

  09/01/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Fishbowl Inventory Management sold license to their software with two years of support in November 2021.Our implementation specialist stopped responding before implementation was complete, and we have not been able to get a response from any other specialist at the company. The contract specifies the contract cannot be void for failure to complete implementation or failure of Fishbowl to respond to requests for implementation support.We have been charged monthly for this software for two years now, and are unable to use it because implementation was not completed. Please consider this before purchasing licenses for this software. If you have purchased already, you have 30 days to request a full refund and we suggest you do so.

  Business response

  09/08/2023

  In reviewing the details of this, I show that the training was completed beginning of January 2022 and we did not show the customer tried to reach out anytime after it was completed, except a year later to request a refund.  We are more than happy to continue helping assist you with any questions that you have.  We pride ourselves in offering industry leading software, along with world class service.  Resulting in thousands of happy customers of similar size and industry to our customer.  Should they decide to continue to use Fishbowl please reach out to us at *********************.

• Initial Complaint

  11/23/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Date of transaction: 12/06/2021 Amount: $5,500.64 Fishbowl company was committed to: Provide the inventory software with installation and setup and 1 year support I reached out to them multiple times in early 2022 to have the software installed and implemented. The support/implementation team was not responsive and cooperative. They had some staff changes and the implementation never happened. Technically the product has never been delivered. I reached out to them in September 2022. I discussed the issue and asked for a refund due to poor customer service and not having the product delivered. They said the refund policy is just for 30 days and they did not cooperate with me in this regard. I am requesting for a refund since the product never implemented/delivered (the software key was not released).

• Initial Complaint

  10/26/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Initial purchase was made 10-2019 however customizations were required before we were able to use. Customizations started December 2019 and continued until 6-2020. We very clearly explained how our business worked and what we needed the program to do, we were assured their program could do it. The day we went live 6-2020 we quickly realized things they said their system could do, it could not. We did not have the chance to try their program since we signed the contract because of the customizations needed. We were promised a 90 day satisfaction guarantee which would start when training started - June 2020. However we never went past day 1 of training and immediately asked for a refund. I have phone recordings right after day 1 of training where we were told we were within our rights to get all of our money back. We were also charged for 5 days of training and hotel fees and nothing was refunded. Their trainee never came out here because of covid so only 1 day of training was done via zoom. Other businesses need to beware of practices such as this where they advise you will be refunded until you ask for a refund. They also should not state that their system can do something which it can not.

  Business response

  10/27/2021

  In the circumstance of this company the software was purchased in September 2019. A trainer was sent in November 2019 on location for two full business days of setup and training. During this training the trainer and the company were satisfied with what Fishbowl itself could do for them. There were things they knew Fishbowl could not do. Therefore a 3rd Party company was hired to complete customizations. After each customization was completed additional requests (that were not on the original order) were made by the company that pushed back their go live date. After all the customizations were complete in May 2020 a full virtual training day was completed in June. During this training the company brought forth additional requests for Fishbowl that had not been asked for on the first on-site training visit. These requests were things that Fishbowl could provide but not in the way the company wanted. A trainer spent countless hours on the phone and through email providing solutions to the new requests (even offering free data migration), but the company refused to implement the steps provided as a solution. At this point they requested a refund of Fishbowl 10 months after their purchase, which was outside their contract return period.

   

  In section 1.3 and 1.5 of the signed license agreement it clearly states our return policy and the fact that the customer would have 30 days from the date of purchaes for a full refund and 90 days from the 11/7/2019 training to request a refund.  They did not request it in the allotted time and are upset because we will not give them a refund.  We have spent countless hours working with them and going back and forth on this.  We are happy to assist them in moving forward with the software, should they decide to do that.

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