Serac Technologies Avaliações 

Resposta da Serac Technologies

31 de out. de 2024

Thank you for your feedback. We’re sorry to hear about your experience and would like to address your concerns.

Regarding the inbound leads, Serac Technologies offers a self-service software designed to automate and streamline the letter-sending process. Our solution equips businesses with the tools to reach their audiences effectively, but as outlined in our contract, we do not provide or guarantee specific lead generation results. Our commitment is to deliver a reliable, accessible tool to help facilitate your campaigns, and we have worked to fulfill these terms.

We also wish to clarify the terms of your renewal. Your order confirmation dated 26/09/2023 included the start and end dates of the initial contract term along with details of the auto-renewal policy. Per our terms, if a cancellation request isn’t received at least one month before the contract end date, the subscription automatically renews. This information is also accessible in your account under the "My Account" section.

If you have any additional questions about your account or services, please reach out to our Customer Success team, we’re here to help.

Thank you again for your feedback.

Resposta da Serac Technologies

30 de out. de 2024

Thank you for your feedback Matthew, and we're sorry to hear about your experience. We take concerns like yours seriously and want to clarify a few key details to address your concerns.

Firstly, our platform is designed as a self-service model, where customers actively engage with tools provided to achieve results. In this case, it appears that only seven letters were sent over the course of your subscription, which is considerably below the recommended engagement to yield effective lead generation. We’ve designed our platform to be intuitive, yet support is always available for any questions on best practices or campaign strategies. Should you have contacted us for support, we would have been happy to assist you.

We recognise that transitions in our Customer Success team may have caused some inconvenience, and we apologise for any impact this had. However, our records show that our team made several outreach attempts without receiving a response, limiting our ability to provide proactive assistance. Additionally, regarding your concerns about the letter content, our process requires customers to provide information we can use to write the content of each letter, that must be relevant to their business. We also require customer approval before proceeding to use the letter, and to complete the onboarding process, to ensure that all content aligns with your vision.

Finally, per the contract terms you signed, the subscription is set to auto-renew unless notice of cancellation is provided one month prior to the renewal date​. This stipulation ensures continuity of service but can certainly be reviewed with you in further detail if needed. We value your business and welcome a discussion on how to enhance your experience with us moving forward.

Resposta da Serac Technologies

10 de out. de 2024

Hi Lindsey. Thank you for your review. We appreciate your feedback and take all concerns seriously.

Our records show that you signed up for our service in September 2023, and we provided you with all agreed services, including onboarding and creating a marketing letter for your company. The letter was approved by you and added to your profile at the beginning of October. However, we were unable to send these letters because you did not complete the required step of adding credit to your Stannp profile, despite several unanswered follow-ups from our team about this.

As per the contract you signed, which you can review, full payment for the service is still due regardless of the fact that we could not complete the mailing due to this issue on your end. When you decided to stop payments, we took necessary legal steps to recover the overdue amount.

If you need further clarification or have any concerns about the process, feel free to reach out directly. We'd be happy to discuss this further.

Thanks

Resposta da Serac Technologies

10 de out. de 2024

Hi Rafe,

We regret to hear about your dissatisfaction with our platform and services. However, we would like to clarify a few key points regarding your subscription and usage:

Service Overview: As outlined in your signed agreement on 2nd November 2023, our platform is designed to automate the process of sending marketing letters to homeowners on behalf of construction companies. The purpose is to streamline a task that is otherwise manual and time-consuming. The system relies on user engagement to generate results.

Platform Usage: Unfortunately, it appears that you did not fully utilise the platform as intended. Our records indicate that no letters were sent from your account. Without using the service, it is impossible for the platform to generate any leads, as leads are a direct result of your engagement with the system. Our support team made repeated attempts to help you to do this, but these efforts were not taken up, as noted by your lack of response to our communication and offers of refresher calls throughout January, February, and March.

Contractual Obligations: Per the contract, the subscription is for a 12-month period, with the total annual fee payable over monthly installments. The contract is not contingent on your usage of the platform but rather provides you with the tools and access necessary for you to generate leads. As the service is self-managed, it remains your responsibility to use the platform to its full potential.

Payment Terms: The contract clearly states that in the event of missed payments, the full sum of the contract becomes due. In the event of this, we are required to take necessary action, until the matter is resolved.

Design Quality: We strive to provide professional letter templates tailored to your business needs. The design can always be customised, and feedback is welcome. However, there is no evidence on record that you requested any specific changes to the design we provided.

We take all feedback seriously and hope this clarifies the situation with your account. Should you have any questions, please contact our Customer Success team.

Thanks.

Resposta da Serac Technologies

Publicado em 24 de set. de 2024

Glad the assisted plan is working for you Ollie! Thanks

Resposta da Serac Technologies

24 de set. de 2024

Thank you for sharing your concerns. We take all feedback seriously, and I’d like to address the issues raised.

During the video call demonstration, we do our best to provide a full overview of the service and contract terms. In your specific case, our email correspondence, which followed the demo, explicitly stated that all our plans operate on an annual basis and outlined the pricing structure accordingly. This email was sent prior to your decision to proceed with payment.

Additionally, the subscription agreement, which you reviewed and digitally signed on 4th September, also clearly states that the contract is for a 12-month term without an option for early cancellation. This is in line with our policy, which ensures a consistent approach for all clients and is designed to offer transparency from the outset.

We understand your frustration regarding the inability to cancel within 24 hours, but per the contract terms, cancellation is intended to apply only to renewals, not the initial term. As such, debt recovery procedures were initiated to collect payments owed under the binding agreement that was signed.

We appreciate your feedback and are committed to ensuring clarity in all future communications. If you have any further concerns, please feel free to reach out directly.

Thanks.

Resposta da Serac Technologies

11 de set. de 2024

Keep us posted with how you get on Mark. Thanks.

Resposta da Serac Technologies

11 de set. de 2024

Great news Louisa! Let us know how you get on. Thanks.

Resposta da Serac Technologies

11 de set. de 2024

We appreciate your business Ross, and are glad to have you onboard. Thanks.

Resposta da Serac Technologies

11 de set. de 2024

Hi Tomasz,

Thank you for taking the time to share your concerns.

At Serac Tech, we collaborate with building contractors across the UK. Our aim is to provide a balanced and effective service to support your business.

We understand that the process of tracking planning applications and reaching out to potential clients is something construction companies have been handling independently for years. Serac Tech enhances this process by offering a powerful search engine that automatically harvests planning applications from across the country as they are filed. Our platform allows you to search and filter these applications based on your precise criteria and automates the sending of targeted marketing letters, streamlining your efforts and saving you valuable time.

We are committed to delivering the service and information we agreed to provide, ensuring that you receive the tools necessary to grow your business without the challenges of market oversaturation. If you have any further concerns or would like to discuss this matter in more detail, please feel free to reach out to us directly.

Best regards,
The Serac Tech Team

Resposta da Serac Technologies

23 de ago. de 2024

Thanks Steve!

Resposta da Serac Technologies

22 de ago. de 2024

We genuinely appreciate your feedback and understand your concerns. It’s important to us that all our customers feel supported and confident in their decisions to use our platform.

Regarding your mention of being verbally informed about a month-to-month contract, we want to clarify that our records show consistent communication from our team, starting in April, about the nature of the 12-month commitment with monthly payments. This was clearly detailed in the emails, documentation, and the contract that you signed before proceeding with the subscription.

Our business model is designed to provide long-term value by helping businesses like yours steadily build a pipeline of work over the course of a year. This approach doesn't align with a month-to-month rolling contract, which is why we emphasise the importance of the 12-month commitment in our both communications and agreements.

We understand the challenges faced by smaller businesses and strive to support our customers in various ways, including offering additional training. Our goal is to help you maximise the value of the service, even during difficult times.

While we don’t currently offer a pause option, we remain committed to helping you get the most out of your subscription. Our team is always here to assist you in leveraging the platform to its full potential.

Thanks.

Resposta da Serac Technologies

21 de ago. de 2024

Great to hear! Thanks Baz

Resposta da Serac Technologies

21 de ago. de 2024

Great to hear you've won your first project through Serac Bodgan!

Resposta da Serac Technologies

21 de ago. de 2024

Glad it's helping you Eric!

Resposta da Serac Technologies

8 de ago. de 2024

Great Joel, please keep us updated - we love to hear when you win work!

Resposta da Serac Technologies

6 de ago. de 2024

Dear Mark,

Thank you for sharing your feedback. We are genuinely sorry to hear that your experience with Serac Tech has not met your expectations.

We take all feedback seriously and strive to improve our services based on customer experiences. However, based on the information provided in your review, we are unable to identify your specific account and address your concerns directly.

We would like to clarify a few points regarding our service and contract terms, as these apply to all our customers:

Contract Transparency and Terms: All our subscription agreements are annual contracts with detailed terms agreed upon at the time of signing. They are digitally signed when any customer signs up with us, and outline all relevant details such as the annual and monthly payment amounts.

Service Commitment: We are committed to delivering quality lead generation services tailored to the construction industry. If there are any specific issues or misunderstandings about the service provided, we are more than willing to address them promptly.

Customer Support: We offer comprehensive support services to all our clients. If you have encountered any issues, we encourage you to contact our team directly at support@seractech.co.uk to resolve any problems you might have experienced.

We believe that open communication is key to resolving any misunderstandings. We invite you to contact us, so we can discuss your concerns in detail and work towards a satisfactory resolution.

Thank you for your attention and we look forward to resolving this matter amicably.

Resposta da Serac Technologies

5 de ago. de 2024

Thank you for sharing your feedback. We take all customer comments seriously and strive to address any concerns thoroughly and transparently.

We apologise for any confusion or frustration you may have experienced.
To clarify, our service agreements are based on annual contracts, as detailed in the terms and conditions provided at the time of signing. We make every effort to ensure that all aspects of the contract are clearly communicated before any agreement is finalised. Our records indicate that the terms, including the 12-month commitment and the associated costs, were explicitly outlined in the contract signed by you.

Regarding your mention of being verbally misled, we take such claims very seriously and are committed to investigating this further. Our sales process is designed to be clear and transparent, and we will review our communications to ensure compliance with these standards.

As this is a business-to-business contract, there is no cooling-off period applicable. The agreement is binding once signed, and cancellation is not permitted after the service has commenced and data has been delivered.
We understand the frustration of dealing with unexpected charges and legal actions. However, we only proceed with such measures when there is a significant outstanding balance and after multiple attempts to resolve the matter amicably.

We value our customers and aim to treat everyone fairly and respectfully. We are also committed to adhering to all trading standards regulations. If you have specific details or evidence of any discrepancies, we encourage you to share them with us directly so we can address and resolve these issues promptly.

If you would like to discuss your situation further or seek a resolution, please contact our customer support team directly. We are here to help and hope to find a satisfactory solution for you.

Thanks.

Resposta da Serac Technologies

30 de jul. de 2024

Glad to hear it Lee! Thanks