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“Avensure Official Response – RE: Review – (Mr...”

Written on: 28/06/2018 by AvensureLtd (1 review written)

Dear Mr Green-Moore – INSANITY MEDIA LTD / SOCIAL TREND, Manchester.

Firstly we would like to apologise for how you feel, this is not our intention and we are here to listen and resolve. We have tried to call you yesterday and we can come to your office, or you can come here to meet our team and staff, or we can communicate by any other means that you feel comfortable with. Please just let us know, you are aware of our contact details. We will aim to resolve your situation to the best of our ability.

However, we must politely object to your information, comments and language used on this post.

1. Stating all our accounts are “fake bot accounts” is completely untrue and offensive to all the people that have reviewed our service. The process of writing reviews on Trustpilot is not straight forward and accounts must be set up, plus Trustpilot also monitor false reviews. The real side of Avensure is that all our reviews, good and bad, have been written by real clients over a lengthy period of time. They describe different aspects of our service and genuine opinions of all our service, plus often the named employees that have delivered our service and we are very proud of the hard work that they give. So, making a swooping generalisation of their opinions is both offensive and shows a lack of tact, especially from a company that is supposed to be an expert in social media. This does not reflect well on you or your company.

2. We do not pressure sell, a consultant came to your office for approximately 2 hours and went through our service in details and explained in full how we operate and the benefits we could offer your company. You were presented with an agreement which you decided to sign and were presented with the terms which are very clear. We have a simple 3 page contract that explains in no uncertain terms the full amount of the contract, the length of contract, the monthly fees and the insurance fees. You signed this on your premises, in good faith and your signature at the bottom of this contract (signed twice) shows that you have read and understood the terms. There was no pressure in this process whatsoever.

3. You have never mentioned pressure selling until this complaint was raised and you have used the service extensively since commencement of the agreement approximately 14 months ago.

4. You have just cancelled your direct debit and hence breached not only our contract but also the contract with your bank as this has not been authorised by us. I am sure you would not take kindly to someone not paying you for work that you have done. You also have an insurance product regulated by the FCA which covers your business for full compensatory awards and legal protection if an employee takes you to tribunal, which we pay for you. You are now also in breach of this.

5. Most of our clients subscribe to a 60 month term as it guarantees the monthly fees are lower, it is very popular and ensures that our service is cost effective as opposed to paying thousand’s of pounds in lump sum payments to solicitors. We guarantee a fixed fee solution no matter how often you use the service which is affordable and ensures certainty in our client’s cashflow and budgetary requirements. Also there is a considerable amount of work at the beginning of the contract in setting up contracts and handbooks for our clients and also handling pressing issues at the start of the contract. Our contract allows you to spread the payments over a longer term and avoid any sudden or upfront financial costs.

6. Due to the ongoing nature of HR issues in workplaces across the UK, longer partnership contracts are understandable and the norm in our industry and are the same across all our competitors.

7. Our service is 24/7 and many companies call out of hours to talk to our advisors, this is a fact.

8. Our staff are not ‘inept’ and I would ask you to refrain from using such derogatory and offensive language. Our staff work tirelessly for our clients and are brilliant in doing so and we have the utmost respect for all our staff who have helped you considerably during your contract. Their qualifications range from Solicitor to Barrister trained / CIPD qualified and all hold between 5 and 40 years’ experience. – so coming out with such unsubstantiated and false comments, stating they are ‘inept’ does not reflect well on your name and company.

I do acknowledge that as a Company we don’t always get it right. Occasionally we do make mistakes but it’s how we deal with them that is important. We admit that mistakes will be made, but we face up to them and actively seek to resolve them immediately. So once again, we apologise for how you feel but you have used our service regularly, for a minimal monthly fee, and we just cannot condone such offensive and unjustified comments being spread around on social media in this manner.

Furthermore, and I am unable to go into specific details on a public forum, but with regards to your comments about the number of times that you tried to contact us via our 24 hour confidential client support line and via email - please note that we have investigated this and we absolutely refute your claims.
Mr Green-Moore I would like to take this opportunity to thank you for your custom and to reiterate my commitment to seeking a satisfactory resolution to this situation. Kindly contact us at your earliest convenience whereupon you have my personal assurance that your issues will be resolved to the very best of our ability.

Yours Sincerely,

Joy Gateley
Head of Consultancy Services
Avensure Ltd

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