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:31/10/2023

  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.

  In November 2022 I was given a 30 day free trial for their CRM system. After being shown how the system worked, I called Frances (Solutions Manager) and said that I was not going to proceed because it involved too much work at my end. I continued receiving general emails from them about their business. I requested that they remove me from their mailing list but that did not happen. In June of this year, I realized that I had been overlooking charges of $200/month on my ****. Frances said they had been sending me invoices. I did not receive any and they were not in my junk mail, as she suggested. She said they had no way to resend the original receipts showing the date they were sent to me. She also said she had no way of going back to see that we spoke and I cancelled and chose not to continue the program. Frances called me and said she spoke with "the team" and they were not going to dispute the first 3 months of charges that the bank reimbursed me, but they would not reimburse me for the last 3 months for $600, despite not being able to prove that I signed a contract or agreed to continue the program, which I did not. She also said they were unable to verify that I didn't use the system for 6 months because I trusted that she had cancelled it. I asked if they don't usually follow up with clients when they see that their account isn't being utilized and she said no. * **** **** * *** ******* ** **** *******. They had no authorization from me to charge my credit card. At the time I joined the free trial, their email said "we WILL NOT" charge your card today and if I did not want to claim the $100 discount for the program to just let them know (which I did) and "we will never charge your card" (which they did). Frances would only call me to discuss this and would not put anything in writing, such as her discussions with the team saying that they won't reimburse me and were not going to dispute the charges with the bank.

  Business Response

  Date: 24/11/2023

  I spoke with ****** and we have discussed the complaint.
  
  We have agreed to refund ****** the remaining three payments and she will be receiving them today.
  
  

  Customer Answer

  Date: 28/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I did not receive the funds that Amy said would be etransferred to me by Friday afternoon.  I left a message for a callback this morning and have not heard back from Amy or Robin.  The email I provided to Amy was *********@*******.com

  
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 05/12/2023

  The etransfer has been sent to ******. It was sent from our billing dept.
  
  

  Business Response

  Date: 19/12/2023

  ****** *** ********* Etransfer was sent and ****** did not accept the funds.
  Funds were returned to the account. 
  I will request for the funds to be sent again

  Customer Answer

  Date: 04/01/2024

  
  I just want to acknowledge that I did receive the refund.