BIP Solutions!!!! Advertising - Lookout - useless & renew without authority

[Ruddlewick]

Jaya - We settled for 25% in the end - total nightmare. This was based on a County Court decision that someone posted somewhere amongst the thousands of posts you will find online moaning about this company. They will claim not to have received emails etc or letters even if you send them recorded delivery. Glasgow Trading Standards wouldn't get involved as our company isn't based in Glasgow - the fact that Bip is in Glasgow is irrelevant it seems.

 

Ultimately they have a business model built around small print and bully boy tactics - most of us wouldn't be comfortable dealing like this but morals isn't something they worry about - its all in the small print for them and staying just - and it is just - within the law. We prefer to have happy customers who want to return decade after decade rather than make a quick buck and have a repuation of someone so many people don't want to deal with.

 

Happy to share our experience with you.

[jayacg]

hi there,

 

thanks for sharing that - its all very interesting and I'll certainly let you know if we get anywhere with making a reasonable approach. After my anger subsided I thought it was part of a wider issue of business ethics and probably needs airing on a grown-up level without getting bogged down in personal grips so I've posted it on our blog as a discussion point: and also on LinkedIn given how many others have contacted me off-list on this particular issue. I'll be interested in the viewpoint of my public sector contacts. Perhaps we can cloud-source a solution to this sort of misunderstanding when it arises?

 

cheers,

 

Jaya

[Guest BiP Solutions ltd]

Unfortunately this forum presents a very one sided, inaccurate view of our company and makes totally false claims about the number of companies who have registered a complaint against our terms of business.

Of course, like every business we receive complaints. However, these represent a very small number of our customer base. And where such complaints occur we try to work with the complainer to resolve the issue. Our Customer Service Charter can be found on the Contact us page of the Tracker web site www tendermatch co uk.

 

 

Before subscribers are subject to charges, we go to great lengths to allow them a better understanding of what value our service can deliver.

Within a subscription we allow a one month free trial period during which a subscriber can evaluate our Tracker product and if not satisfied elect to opt-out of their agreement without any cost. Thereafter, we allow opt-out at any time subject to a discounted fee relative to the costs incurred during the period of subscription time elapsed. These fees are published in the Terms of Use under the section headed Cancellations the Tracker service home page www tendermatch. co. uk

 

Should any customer wish to raise a concern they can contact Trading Standards in Glasgow who act as a “Home Authority” which means that if you contact any other Trading Standards branch they can refer to Glasgow who will confirm that they have met with us and understand our businesses model.

A reflection of the high regard our company and products are held in, is that our customers stay with our service for many years because they recognise we provide them with access to the biggest and best tender opportunities database, utilising the best available technology, at a cost effective price. Accordingly I am pleased to say we enjoy a very positive relationship with many thousands of customers across the UK and beyond.

[jayacg]

Firstly, I'm afraid you have me at a disadvantage as you know my name and I don't know yours (it'd be nice if you felt up to it if I knew who you were and what function you performed for BiP).

 

I've always thought of myself as someone willing to give people the benefit of the doubt but I have to say that my experience mirrors that of the complaints I've seen plastered all over the internet. Are you saying that the people who have incurred this sort of fine for failing to put their cancellation in writing (although I have it in writing from one of your staff that he agreed that it was pretty clear that my employee wanted to cancel) are in any way stupid or foolish? Why else penalise them for a service they wish to continue by charging so harshly when in effect you could charge one month at the pro rata rate with no real harm done and a lesson learned from those who tried your service with a genuine wish to assess it?

 

Your subscription fee is £1500 per annum (or thereabouts ie £125 per month). Your cancellation fee is 25% of the subscription fee plus 20 pounds a day past the free trial (excluding VAT naturally ). So effectively, given that your invoice named an employee of mine that hadn't worked at our offices for in excess of four months, dated some 25 days after the expiration of the free trial, we (my company - the one BiP didn't get a purchase order from) is expected to pay in the order of £900 (+VAT) to get out of an agreement we didn't want. It strikes me that if even if there is a minority of people out there shouting quite loudly that the process seems wrong/unclear somehow, that perhaps as a good, ethical company with good customer relationships, you would wish to make yourselves more transparent.

 

I really hope I've misunderstood BiP and that you genuinely want to be fair about resolving this situation. As one of my network on LinkedIn stated, there's a difference in making a sale and making a customer.

 

Jaya

[withers1]

I'm another person currently in dispute with BIP over tracker and my story is very similar to the others. Seems like the dissent to this company is building momentum.

[jayacg]

hi all,

 

Shortly after my last message I was contacted by Gillian Cameron at BiP Solutions, who was very willing to hear about our current situation. I told her that whilst the terms and conditions were very clear about their billing, my employee had also very clearly verbally cancelled on the phone to one of BIP's agents and that in this instance it had not been made clear by the agent that there would be consequences in terms of an invoice if an email cancellation was not received.

 

I'm very pleased to say that after reviewing the paper/email trail and the recorded phone-call conversation, BiP agreed with me! They're in the process of sending us a credit note against the invoice they raised, and will be reviewing their customer journey in light of our case.

 

It had occurred to me that as an employer, any employee could inadvertently enter into legally binding agreements in the names of their employers, and in the worst case this could be done maliciously (which wasn't the case for us but could be for some companies in the future). I'm hoping that these sorts of misunderstandings, accidental or otherwise, will be much reduced with some more validation of who is doing the ordering - perhaps the demand of a purchase order or sign-off from a signatory for the trial.

 

Anyway. I said I'd report back on attempting to reach a sensible resolution and in our case we have a happy ending. So very few report the good stuff when it happens - I guess it's time this thread had a few smileys .

 

If any of you feel you've been treated less than fairly by BiP you could do far worse than get in touch with Gillian to see what can be done.

 

cheers,

 

Jaya

Edited September 30, 2010 by jayacg
formatting went screwy!

[withers1]

I would love to believe all that Jaya, but you sound like a BIP employee that's been asked to spin a good yarn. There's a corner of the internet where (free from BIP) where this discussion is raging (PM for details)

[jayacg]

hey there,

 

Yeah - I know it sounds like spin but I swear to you it isn't . Do I believe that everyone has been treated fairly and justly by BiP? No - or these threads wouldn't exist. But I believe in giving credit where it is due (it would have actually been far easier to keep quiet and not say anything). In my case they've made an effort to respond reasonably and with courtesy and I'd hope that the report would be encouraging to those who felt that they couldn't escalate their issues further. I run a company myself and know only too well that reputations are hard earned and extremely fragile. If one of my own employees had treated a client badly I would want a chance to put it right, and I would hope to be remembered for the effort I made in putting it right rather than just the wrong that was originally done. The bigger you get as a company, the harder it becomes to keep track of what your employees may (inadvertantly or purposefully) do. Call it my own personal take on business karma - do unto others as you would have them do unto you.

 

I'll also add that forgiveness doesn't also mean forgetting - and the web has an awfully long memory...

 

Jaya

[itsnotme]

Jaya - We settled for 25% in the end - total nightmare. This was based on a County Court decision that someone posted somewhere amongst the thousands of posts you will find online moaning about this company. They will claim not to have received emails etc or letters even if you send them recorded delivery. Glasgow Trading Standards wouldn't get involved as our company isn't based in Glasgow - the fact that Bip is in Glasgow is irrelevant it seems.

 

Ultimately they have a business model built around small print and bully boy tactics - most of us wouldn't be comfortable dealing like this but morals isn't something they worry about - its all in the small print for them and staying just - and it is just - within the law. We prefer to have happy customers who want to return decade after decade rather than make a quick buck and have a repuation of someone so many people don't want to deal with.

 

Happy to share our experience with you.

 

I would have to agree with the bully boy tactics there. I have told the person who keeps ringing us, that we didnt find the service of any use - and I get time and time again the "well you should have done thing, and you should have done that, pay me". I have said I want to cancel - I dont want to use the service as it didnt do anything for us - I got, well speak to your account manager who will help tailor your search. No point, as the UK are not buying anything!!

 

They will not issue credit notes. However, it is funny how they will do so if you say you may be interested in one of their other packages - they can issue a credit note, to change your subscription.

[itsnotme]

They're in the process of sending us a credit note against the invoice they raised, and will be reviewing their customer journey in light of our case.

 

Funny how I was told by [EDIT], they do not perform Credit Notes unless your swapping services.

Edited February 25, 2011 by alanfromderby
Name removed - please keep personal names out unless it is absolutely necessary.

[Jackson002]

I'm afraid I have no good news to report. After yet another telephone call chasing the invoice, we have now received a final demand threatening court action. We will now have to go to the time and trouble of reporting this company to Trading Standards.

[Guest BiP Solutions ltd]

As per previous postings above, please can you contact BIP with your actual details so that we can look into your situation without your contact details we are unable to resolve via this forum. Please email support @ bipsolutions.com and reference this site.Many thanks Gillian

[MARTIN3030]

Hello Gillian,

It is good to see that you are offering pro active engagement,in respect of dealing with our members issues.

We fully embrace this initiative,and your user status here has now been modified in consideration.

We do however expect that we are able to see resolution either fully or partially,being reported.

Its in the interests of our members,and I would imagine your company too,that we are able to see that your presence on here,is seen to be productive.

Thank you for your understanding.

To our members here who do have issues and have taken up the offer to contact Gillian,we would appreciate it if you can update as appropriate.

[HotScot]

well said Jaya. If they had an opt in method rather than an opt out one then none of this would be happening. I have seen on other forums a post by their own staff decrying them as shameless cons.

[Guest BiP Solutions ltd]

We do have an opt- in method! Any customer who chooses to take our trial is opting in to the terms and conditions of the trial which clearly explain that your subscription will continue unless you advise us in writing. If you wish to discuss your subscription then please contact our customer services team via email on customerservices @ bipsolutions.com

[HotScot]

Fantastic response BiP! Yet again you have shown yourself to be a slippery fish. Let me make this very clear. Your free trial should be just that. There should not be any conditions which make the trial period run on into a paid subscription without the company trialling your sad effort of a tendering process having to opt-in to the paid period. Do you get that??? The trial period runs out and the company gets no more emails unless they opt to pay for it. Have you got that???

[Guest BiP Solutions ltd]

We offer a "try before you buy" with the onus clearly stated on you to cancel before the end of the trial period- if the service is , after you have signed up for it- not what you want then all you have to do is email us before the end of the trial month. We do provide a huge amount of support to our customers during this time as it is clearly in both parties interest to ensure the service meets the customer’s expectations. I think it is an unfair comment to call our business “slippery fish” when it is those who knowingly sign up for the trial; actively use our service and then claim they never did use it and act surprised (despite our regular support via telephone and email) when we say it is now time to pay for the service.

[HotScot]

It is not evident from the hundreds of complaints that everyone of us has actively used your service to tender for any contracts, so you are now calling us liars. Even if they did tender during the trial period, that was what you were offering, you still should cease emailing them until the paid subscription has been received. Your salespeople are not regularly on the phone especially towards the end of the trial period because you know fine well, although the customers are not always aware, you will get more money that way. You have still not addressed my point of stopping the emails until payment is received.

[Guest BiP Solutions ltd]

I would like to put your comment into perspective; the numbers you are claiming are greatly exaggerated. We have many thousands of satisfied customers and as you will see from this forum we have actively worked to resolve any issues.

I absolutely dispute your claim that we do not support our customers towards the end of the trial period and would ask that if you have yourself experienced this that you urgently contact me with your actual contact details in order that I may personally review your call and email log to verify this. To address your final point, we do regularly review our subscription journeys and I take on board your thoughts, but at this time we are confident that we clearly and overtly offer an annual subscription as part of the Free Trial.

[juliaharris]

Everyone who has been scammed old or new must report QSL, BIP to Consumer Direct who will forward to Trading Standards...

 

The more people that complain, there that will be done and there strength in the issue we will have...

 

Consumer Direct - 08454 04 05 06

[shakerg]

Could you send me the full link on the 5000 search results please

[Couldnt possibly comment]

Hi All

 

I am so glad I just googled this.

 

My BIP experience

 

I tried their intial service and signed up for a year. During this first 6 months we used it a bit but it didt work for us really, then as the credit crunch kicked in I had to start winding the company down.

 

One month I get a DD from my bank (it bounced) claiming the next YEARS subs at about 2 k. I called them up and immediately explained I didnt renew, we are closing etc etc, really struggling.

 

It transpires this is usual service for BIP and they automatically renew (it is in their T & C) without any permssion. They sent a letter to this effect to my previous previous office address (they never ever admit to recieving my numerous address update letters) telling me this.

 

Thinking this was just an admin error I laughed this off and said ok, whats next. I was told they they would very generously accept a £500 (aprox) cancellation fee or the full invoice ....not laughing now.

 

I was, as you can expect, outraged at this and argued and argued, this was a very stressful time for me with countless debts.

 

Eventually they agreed to installments for the settlement fee (solicitor told me it would cost about the same to contest so I choked down my sense of injustice and started paying)

 

After about 6 months (75% paid) a payment bounced (i was and am still up to my ears in debt) so I called BIP and strongly suggested I had paid them enough and can they consider this settled as I have been paying for a service I havent got.

 

I sent them two letters (no reply) , had long cenversations with a guy and asked him to esculate. (this was last month)

 

This afternoon I get a solicitors letter for £2000 chasing the full amount of the invoice.

 

Im a tad angry ..........this can't be right and certainly isnt fair.

 

I called the solicitor and explained but im not hopeful.

 

I cannot believe any company can conduct themselves like this legally or even morally. I wrote off 10k of buisness when my customers went bust and still am friendly with the customers.

 

I felt this needed to be shared

Edited June 29, 2012 by Couldnt possibly comment
Typos

[Conniff]

Solicitor, it's that the thing that picks up prostitutes. I take it your personal credit is shot and your score low. Personally I would just stop paying them, if (not likely) they take you to court, all they will get is £1 per month and have to show where the added fees came from. If they wish to employ a solicitor, that is up to them and they can pay for it not you.

 

You should write recorded delivery telling them this and tell them you want a 'full' breakdown of all charges and fees.

 

Don't take any nonsense from them and please don't be afraid of them, but never speak to them on the phone.

[Couldnt possibly comment]

Hi

 

Thank you for your response really appreciate it.

 

I started thinking and I wrong here or ridiculously naive.

 

I still cant get over their aggressive behavior, they made good money out of me I cannot believe they care so little for their reputation.

 

Cheers

 

Anon

[Conniff]

Well they can't just renew without informing you the term is expiring and the next term is due and will be automatically renewed unless they hear to the contrary.

 

Maybe you should send them an SAR (£10) and get back everything they have on you and you can check this point and others.