Glass Search.Com Company Spokesperson Attempts to Clarify Misconceptions
August 6, 2009
Auto Glass Yext, previously known as Auto Glass Search, came on
the scene just about a year ago, and many shop owners quickly signed
up for the service. The company adds each business name to an online
listing, segmented by area, and creates a unique phone number for
the shop, through which calls can be received via the company's
regular phone line. Auto Glass Yext then charges the shop a fee
per each call received through the sitethough there is no
fee just to be listed.
"It's a pure pay-for-performance model," says Auto Glass
Yext division president Ed Cheely. Today, Cheely says the site lists
more than 2,000 auto glass businesses.
However, not all users have been happy with the service. glassBYTEs.com/AGRR
magazine has received reports from some readers who believe they
were charged for calls that didn't come through the system-or calls
that were never made.
One reader, who wished to remain anonymous as his negotiations with
the company are on-going, advised glassBYTEs.com/AGRR
magazine that after he discontinued use of the service, his credit
card was charged $270 for calls of which he had no record.
Though one popular feature of the site is that users can log in
to review the calls, this shop owner has cancelled his affiliation
with the siteto avoid future charges altogether. When he contacted
the company, he says he was advised that if he signed up again,
he could listen to the recordings. He didn't want to do this-and
has since cancelled the credit card provided in an effort to stop
the charges, but still hasn't gotten his money back.
"[Auto Glass Yext] did respond to me after awhile and said
if I would send them a detailed listing, which I had done previously,
they would consider refunding the money," says the shop owner,
who's now been dealing with this issue since mid-March.
Cheely says problems like this shouldn't be occurring.
"There must be a misunderstanding in that case, because the
only way we can charge for a call is if it goes through our system,
and every single call is logged and recorded within a customer's
account," he says, "so they literally have a recording
and analysis of each call."
The shop owner also advised that many of the calls he received and
was charged for were for replacementsand his shop is repair-only.
"I even got a call from Nationwide Insurance about an invoice
and [Auto Glass Yext] said that came through them," he recalls.
However, Cheely says that shops are only charged for new customer
"We're also able to use our technology to filter out [things
like] bogus calls, because it's possible that you might get a sales
call or job inquiry," Cheely says. "Using our technology
we're able to filter those out. We're charging for new customer
For those who have concerns about calls they may have been charged
for, Cheely encourages them to contact the company.
"If someone wanted to contact our support team, we could easily
clear up any misunderstanding about that," he says.
Regarding the recent name change to Auto Glass Yext, Cheely says
it came from a company-wide decision to unite all the various search
options the company offers under one banner name.
"Our company has been growing very, very quickly in the past
two years and up until recently we kept all of our websites across
different industries as independent units," he says. "So,
for example, there was autoglassearch.com, LocalVets.com, etc. We
just recently, because of our growth and success, made the move
to consolidate all of those under the Yext brand."
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