Response from Waseem Daher of Pilot
Hey, Pilot's CEO (Waseem) here.
First off, thank you for providing this feedback, and I'm really sorry (and disappointed) to hear that you didn't have a good experience with our sales team.
I totally get why your experience was a turn-off, and it would be for me too. I wanted to shed a little light on what's happening here. (This is 100% not an excuse—we fell short here, but I wanted to provide a little color as to why.)
One of the things we've spent a fair bit of time working on at PIlot is putting together flat-rate publicly-available website pricing, which we've done with Pilot Core.
The problem is, we historically haven't done a good job explaining which shapes of business fit into Pilot Core, and which shapes don't (and where we need to charge extra)—even to our own team.
In this specific case, even though the rep was aware of the subsidiary, they weren't aware (because of a failure in our own training) that we needed to charge extra for the subsidiary, and they only learned of that after talking with someone else on our team later in the process, which is why this ended up going down the way it did.
We're significantly retooling our training and process to manage this better, so that when we give you a number, it's actually correct and doesn't need revision.
Again, not at all an excuse: you had a bad experience with us, and I own that. I'm sorry we fell short here, and we're working hard to make this part of the process better. Thanks again for the feedback.