JAZ C.'s review of Agent Image

Agent Image

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Complaint Posted 9/29/2010
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Review 9/29/2010
After few Years of on going frustration with horrible service, from Agent Image, I don't even have the words to describe it, I requested Agent Image to give me access to my files so I can have complete control of my website and make the necessary changes...Since it took them weeks and weeks to respond. They offered to make the changes once again, but after 2 years I have given up... Their design team and customer service is so inadequate at working through simple issues.. I cant wait for weeks and weeks any longer, it would only take one hour,if that, if we were making the changes I had in mind.

When you want to make any changes to your page with Agent Image ..It can take up to 3-4 weeks or longer and trying to resolve a problem or fix something, even to get them to understand what is wrong so they could correct it.... You will expect unexpected delays.. What is even more frustrating we would talk to the customer service, they would email to say "Your issues are resolved" when in fact it is not resolved!!!!

Anyway, two weeks back, I called BBB and sent Agent Image an email requesting access to my paid website by either FTP or a .Zip file available for download with link. I asked them for the current website language (drupal/joomla/.asp) so that I may verify the new hosting company’s set-up is done correctly.
Also, please advise on any portions of my site that will or may be inaccessible due to proprietary information and what functionality they did so that I can have that re-done or fixed upon transfer.

Few days later, I received an email from Rusty Landquist from AI, they are sending the Zip files to me.
Agent Image rushed to contact BBB, and told them everything was fine, issues are resolved with my complaint! They sent me the zip files.
BUT the problem is not fixed yet !! How can it be resolved?

When we received the Zip folder AI provided, it seemed incomplete and unorganized. We were unable to locate many of the .php pages such as properties.php, home_worth.php, communities.php etc.. Or the default start page index.htm. There is no way we could upload the contents of the zip file to a new web-host AS IS and just have it work.

We also received this email from Rusty " Jaz, Pursuant to your email request, your statement to the Better Business Bureau, and our discussions, we have made available your files so that you are able to " transfer" and host your website with another provider." As a courtesy to you, Agent Image will continue to host your current website, free of charge, for the next thirty (30) days. After that time, we will cancel your website and it will no longer be available. Able to transfer ??? It is a Joke! And they know it is NOT transferable. It will take us more then 30 days to recreate the website. It took six months to create it!

The Zip files are no good to us......Now they tell us their website is built with AI proprietary engine. That mere fact renders any attempts to migrate the website to another host rather useless. Or at the very least extremely work intensive. We will have to redo the whole thing from scratch than to reverse engineer the black box... We will have to rebuild it using whatever engine new host provides, or build it manually.

So we are back to Square one. It is going to take us time to rebuild, and they have canceled the website! So you lied to BBB ... The issue is NOT resolved again!

After paying over $3,500 ... And hundreds of hours fixing issues for past 2 years ....We don't even own the website we paid for?....
Picture this, you purchase a product, pay for it, but you don't own it? Doesn't make sense.

We have to start all over again because their website design team could not even make applications of their own template function? I am told they plug our information and pictures into a "template design" that doesn't work, that is SEO unfriendly, customer unfriendly, has functions that won't work, and Agent Image can't and won't share the files with their customers paid for.
I paid for the website in full, plus for the additional pages and maps.
As a Client I should own my work, and have complete access, all photos, all the content, are mine, it does not belong to Agent Image.
I designed the front page, that was not my job, and assisted with 90% step by step with other pages...for months..... This is not my area of expertise, I sell Homes, not design Websites!!! That is why I hired you.

We have to design the website all over again and 'pay again' to someone else for the 'same website'........... and make the necessary changes and make it functional like it was suppose to be in the "first place" when the website was purchased at the NAR convention few years back.
As YOU know, the useless Zip files that were provided are NOT transferable, therefore I am requesting a full refund, including all hosting fees, that was charged "even" when the website was not active. Pls check your records.

The next complaint is to the Attorney Generals office!!!
Business's response - by Jennifer Gon 6/7/2011
We have refunded Ms. Cook in full and feel that we have provided her with a resolution that met her satisfaction.
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Additional Business Information
Hours   Mon - Fri 6:00 am - 6:00 pm Phone   (800) 979-5799 Address   1700 East Walnut Avenue Suite 240
El Segundo, CA 90245
Website   http://www.agentimage.com Email   michael.martinez@agentimage.com
Contact   Michael Martinez, Client Relations Manager Other  
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