We had been using Arsenal for a few months and were going to stop usng their services for the next couple of months for our slow winter season. When we had our monthly call, we explained that we would not be renewing, and was told that since it was after the 25th of the month, we would have to pay for the month of December. It seemed very convenient that they would schedule our monthly call (where they would ask if we wanted to renew for the following month) after the 25th cut off date. We were planning on starting back up in March once the snow melted, but not now. These are businesses that we don't want to partner with and this is something we would never do with one of our clients.

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REPONSE FROM OWNER:

UPDATE 12/05/2023: After calling to collect late payment, I learned this review was submitted by Ascent Roofs of Columbus, OH. We onboarded the account in August 2023 and called for 3 months (September, October, November 2023). In 3 months, we scheduled 17 sales appointments and Ascent was able to get out at least $432,950 in proposals - many of the appointments were completed but not quoted, leaving money on the table.

They were rude, cursed out our operations manager. This behavior is unacceptable. They objected to being referred to as cowards, but still leave reviews from an anonymous google profile. Thank you for identifying yourself, so that we could share the details. Not only did you break your commitment by flat out ignoring our terms of service, you are refusing to pay your bill.

Original Response:
First of all, thank you for your business. Second, I wish I knew who you were so I could speak directly to you, but you were very brave and left an anonymous 1 star review because you failed to follow the simplest of directions....which by the way ruined our 5 star rating. You're really going to trash us because we offer a 5 day notice of cancellation?

I'll address your review, but first...I want you to know that attacking us anonymously and trying to tarnish our reputation is cowardly. I hope the general public reads my response and realizes just how goofy your complaint is. Your confidence to post this review demonstrates how little self-awareness you have.

We are a month to month service, but we are not a start and stop service at the drop of a dime. I employ real people, who have families, and lives to take care of.

We schedule all monthly partner meeting calls between the 15-25th of the month. If your schedule didn't allow for that, then we obliged you. This did not prevent you from canceling as you only have to send an email to support@arsenalbg.com by the 25th to cancel at the end of the month.

Our cancellation policy is the easiest and most straight forward in the industry. There is nothing convenient about it for us - you can cancel our service up to the 25th of the month. After that, it applies to the following month. That means we can find out that you're not returning with only 5 days left before the next billing cycle (1st of the month). It's not convenient to get news that you're not coming back with only 5 days to budget for the next month...it is practically impossible to budget and provide a good service on less notice than that. I'm curious how flexible you are with your terms etc. but we won't know because you're complaining anonymously.

I'm relieved you are no longer with us because, whoever you are, in addition to being an unreliable customer (starting and stopping...which is no way to build a sales pipeline), you are an unreasonable person demonstrated by your wildly unrealistic expectations about what GREAT terms of service are. Being able to cancel on 5 days notice without penalty are great terms.

You agreed to our policy at sign up, and are reminded of it when asked, and it's always available at www.arsenalbg.com/faq. Here it is for readers of this review:

"CANCELLATION.

Either party may cancel this agreement without penalty for any reason or no reason at all by submitting a written notice of cancellation to the other. To cancel services with Arsenal, you must notify us via email by the 25th day of the month, as follows:

To: support@arsenalbg.com
Cc: Include your BDR's email address and his/her supervisor's email address
Subject: Notice of Cancellation - (your company name)

We will provide services for the remainder of the month, unless otherwise instructed. You will be able to download your full pipeline via our CRM or may request we download and send to you in .xls/.csv format."

- Aaron