Website's reply fee angers companies

Businesses being lambasted on a customer feedback website say that being charged to respond is grossly unfair.

The NoCowboys website www.nocowboys.co.nz encourages customers to rate businesses for free - but charges traders $189 to reply.

The head of one Auckland company, who doesn't want to be named, said in her opinion the website was a scam.

Its owners contacted her several times this month and asked her to join, but she declined after being told about the annual membership fee.

She was scathing about the website.

"They say they can remove comments about your business if you can prove it's not true, but you still have to pay."

Although some companies may deserve negative feedback, it was only fair they were allowed to respond, she said.

"What they're doing is good if you have no idea what sort of plumber or tradesman to look for, but you have no control over what people are saying. It's not fair," she said. "We have a good reputation but if someone said something bad we'd be forced to pay."

The website, which has been running for more than three years, allows users to rate service from automotive businesses, gardening companies and tradesmen.

About 8600 people have posted ratings.

Ian Watson of Watson's Plumbing & Gas in Wellsford said he was unaware of a negative comment written about his company's services on the website.

When told of the $189 fee, he said he planned to contact the website owners.

"I've been working here for 10 years and I do what I can to keep everyone happy. I'm not very impressed."

Jim Fraser, of Fraser Pest Control in Wellington, contacted the website about an "unfair and defamatory" comment about his company.

He said the website agreed to alter it but he refused to pay the membership fee. "I'm not very happy with it, but I don't think the website is particularly active and I don't want anything more to do with it," Fraser said.

Auckland company 1st Light Electrical has had mostly positive feedback but even it feels businesses should be able to comment for free.

"It does not seem fair that you should have to pay money in order to defend yourself," a spokeswoman said.

NoCowboys sales director Jason Carboni said the company was very clear that a $189 registration fee was needed to respond, but disputed the charge was unfair.

Users were required to verify their identity via email and any false information submitted about a company would be dealt with "immediately".

If comments fell into a "grey area" NoCowboys would allow a business to respond without paying the fee.

"We like to take the higher ground in those cases and will allow certain people to respond to feedback," he said.

"I can understand what they're saying [about the fee being unfair] but we approach everyone in advance of them registering, and sometimes they just don't like what is being said about them."

He said the website had three lawyers to deal with defamation claims and it was committed to promoting positive feedback.

The website had details of how the rating system worked.

rebecca.lewis@hos.co.nz