ComplaintsforCWS Office Solutions

• Initial Complaint

  02/20/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  CWS did not honor the Contract. CWS has to give me my website log-in information so I can make my own updates. Greg-CWS Consultant won't update the website and wants to charge me extra. **** ******** ********** *** ***** wants a website that conveys a modern and cutting-edge image to the public. The website will meet the requirements communicated by the *** management team that include: • Allow for timely updates to changing information. • Outperform the competition’s websites in look and feel. • Contain descriptive words used for search engine optimization. • Be created in a standard that allows for future ideas to be implemented. • Provide the ability to manage the website and domain in house.

  Business response

  02/26/2024

  CWS spoke with ******* **** and explained what was covered by the proposal she had agreed to on December 7, 2022. On January 11, 2023 she emailed and stated “Perfect – we are all set to go live!! Many thanks” . ******* paid her invoices for the Website Design and Implementation and for Domain Hosting which includes the annual subscription at *******.com and ********* updates for Security, Features, and other benefits.

  On August 22, 2023, ******* reached out about some changes she wanted done to her website and the ability for her to be able to upload vlogs to her website. There was an email chain that followed that explained to ******* that there would be a charge of (5) hours for Website Labor at a rate of $120 per hour for that service. She agreed to those terms, the work was performed, and she paid the invoice. Around February 9, 2024, ******* reached out wanting more changes done to her website and which time she was explained there would be a cost for that. ******* stated that she has a contract that includes Greg, our Website Design Vendor, to update her site, at which time Terry, our Director of Sales and Technology, informed her that was not the case and attempted to explain on what was covered, which I listed above.

  She then requested full access to make changes to her site, which we typically don’t send out, to Terry, our Director of Sales and Technology. Terry explained that our Website Design Vendor was more than willing to make changes to her site, but that it was billable. ******* stated for us to give her the link and login info and she would do it herself, and if that info was not provided than she would file a claim with the BBB. Now here we are. Once the complaint came in, the owner and I were notified through email. We then gathered information and spoke to all internal parties involved to see what was going on as well as our Website Design Vendor. We made the decision to reach out to ******* on Thursday February 22, 2024 to see what we could do to resolve this issue. ******* requested that we provide the link and login information that she could make the changes herself. she mentioned that she would “just Google” how to make the changes.

  During the call we brought up that she had paid for updates to her website previously, to which, she responded that she didn’t remember that and would like to have proof of that. We spoke with our Website Design Vendor, and all agreed to send the admin login information to ******* for her website, only hesitant, because we understand the complexity of a website, and the effect that can occur if not properly managed. On February 22, 2024, at 4:17 p.m. I emailed ******* the email chain where she requested updates to her website previously and where it showed she agreed to the labor cost at that time, as well as the Invoice and Receipt of payment for those Website change that she requested.

  I also emailed, through an encrypted email, her updated admin Login and password to her website. On February 23, 2024, at 10:40 a.m., I emailed ******* the admin website link to her website. She told us that she appreciated our follow up.

  Customer response

  03/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is fine as I received my website link/ID/password.

   

  Regards,

  ******* ****

*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. ↩