Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/11/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was with MyRealPage as a monthly subscriber for their real estate website hosting service... I had switched from them in May 2023, which would render their services useless to me, as I took my domain from being attached to their service to another provider. Since May 2023, I have not used their service whatsoever and there was no benefit to it. I recently checked my CC statements and noticed I've been billed for the past few months of not using the service or having the DDF feed (live listings feed from our real estate board) going through it, nor have I used the CRM or any other features or been active. They refused to give me refund, even though I can prove that I've been using another website provider since. I'm looking to get the amount paid for no service, dating back to the switch in May of 2023.

  Business Response

  Date: 16/11/2023

  Thank you for providing us the opportunity to respond to the complaint filed against us by Mr. ***. As per our terms and conditions we detail how a client can cancel their account as well as our policy regarding refunds. The terms and conditions can be viewed at  ********************************************* * **** ******** *** ******** **** ***** ** *** **********
  ************ *** *********** ***** *** ****** **** ******* ** ******** ** ** *** ****** ************ ** ************************ ***** ****** ** *********** *** ********** ***** ******** ******** ******** *********** *** ******* ****** ***** ******* **** ** ** ******* ** ******* *** ******* ****** ** ******** ******* ****** ******** ** ******* *** ****** ****** **** ** **** ******** ** ***** ** ***** ******** ******** ** ********** **** ** ***** ********** **** ******** ***** *** ******** ******** **** **** ******** ** *** ****** ** ********** *** ********** * ************ ******** ******** ** ********** **** ******** ***** ********* ** ************* ********* ******* **** ** ******** ** ** ****** ** **** ** *** **** ** *** ******* ** ***** ********** ******* ** ****** ** ****** **** **** ****** **** ********** **** ********** ** **** ********
  
  As Mr. *** did not cancel his services with us his billing continued until he cancelled on November 9th, 2023. ****** *** ** **** ** *** **** *** ******* ********** 

  Customer Answer

  Date: 16/11/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  

  I'd be satisfied with getting partial compensation back for the fees I had been paying blindly, for no service (can be proved that I moved my services to another website provider and took the domain and pointed all the servers and settings over there). The industry is confusing to many, as services like a cell phone mobility plan, is automatically cancelled the second you take your number to another provider. I understand there is a policy in place, but that being said, looking back at the non use of the account, it would be reasonable fair to note that no services were used in the past 5 or so months and were paid in full each month in error.

  
  Sincerely,
  
  Ben ***

  Business Response

  Date: 21/11/2023

  I hope this message finds you well.
  
  We've received your concerns regarding the recent billing for our services. I'd like to clarify that our system does not track domain names being transferred to or from customer accounts. This is because we offer multiple products, and only one of these utilizes domain names.
  
  Unfortunately, this meant that when your domain was moved to another provider, our system continued to bill the card on file, as it had no way of registering this change. We apologize for any inconvenience this may have caused.
  
  To address this, we are offering a refund for the last two months of services billed. We hope this resolution is satisfactory and demonstrates our commitment to your satisfaction with our services.
  
  Please let us know if this solution works for you or if there's anything else we can do to assist you further. Your business is important to us, and we are dedicated to ensuring a positive experience with our company.
  
  Looking forward to hearing from you.

  Customer Answer

  Date: 22/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  

  Please let me know how the refund will be processed; what's needed from my end. Thank you for your response and resolution.

  Sincerely,
  
  Ben ***