North Carolina Business

Product/Service explanation is sub optimal. Difficult to connect line items on bill to service agreed to with Sales Rep.

Acceptance of quotes. Forced to do online with no chance to review. Difficult to connect/understand line items on quote and how relate to discussions with Sales Rep. Pressure to sign quotes. Repeated email alerts. Inability of Sales Reps to prepare you for quote. End up "What am I signing here" Ask for explanation before signing. No reply. More pressure to sign quotes. More email alerts.

Account Management. Have had several occasions of incorrect billings and incorrect services. Taken months to resolve. Nearly impossible to correct short of threatening legal action. Pleaded for Account rep to confirm billing and service with no result. Pleaded that Account Rep take some time and review account before sending any more quotes. No action. I had to reconcile the account and point out the problems (so I would not lose my mind)- Not billed for quotes I signed, billed 3,400 for expired service. Working on correcting account now.

You have a great product - BUT your Service Selection/obtuse explanation of service on bills/difficulty in changing/billing errors will damage your product's reputation and cause switches to Vertex. Recommend a review of this process plus training of Account reps.