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:11/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  When I call the only available number to cancel my subscription ************, they are not able to cancel my subscription or connect me to someone who can. The person available at this number says they do not have access to my account information. They ask for me to leave a call back number and they will reach out to me. I then do not receive a call and therefor am stuck paying for a service I no longer need. I have already paid one month of service totaling $50 and am about to pay for another month since trying to cancel service. When I called the number again today, I was told there was no number available to call to cancel my subscription and no way to do it online. I would have to leave my number (AGAIN) and wait for someone to get in touch with me. It is not right that there is NO WAY to call or cancel online. I am stuck waiting for a call back, and who knows if they will call during a time when I will be able to answer if I ever do get a call back!

  Business Response

  Date: 11/28/2023

  Good morning.  In response to the complaint recently filed by one of our subscribers: per correspondence with LeanStream's primary service manager (reference below and attached), the subscriber received the requested service (specifically, cancellation of his/her subscription) upon request.  There seemed to be no indication of upset or dissatisfaction at the point of correspondence, and the subscriber did not request additional accommodations (i.e. refund, extended services, etc.).  We are glad accommodate any additional service and / or support requests to the extent practicable.  If additional requests are pending, please advise.

  Thanks so much, and all the best. 
  

  ***********************, LeanStream
  

   

  RE: LeanStream Issue -- BBB Complaint
  
  ***********************
  To:***********************
  Mon 11/27/2023 3:56 PM
  
  *****,
  
  Good afternoon. The details surrounding the situation are not entirely clear. She initially reached out on October 18, 2023, to which I responded with an email about the cancellation. Unfortunately, there was no subsequent communication from her. Today, at 1:15 PM , she called again (that is when I received the HubSpot notification) and I returned her call at my earliest convenience, which was 2:26 PM. During the conversation, she did not reference any previous concerns but reiterated her desire to cancel.
  
  Subsequently, I accessed Stripe, cancelled her account, and informed her that it might remain active for the next 24 hours. I also asked her to please return the Inseego device she received. For her records, I let her know I would send her an email that her account was cancelled, and she would not be billed in the future.   
  
  When our conversation concluded, she did not express any signs of distress or frustration. However, for your awareness, I have been receiving feedback indicating that **** *** not be as attentive to subscribers at times. Consequently, I have found myself apologizing frequently to our subscribers regarding the level of serve they have experienced. I apologize for the inconvenience. Thank you.
  
  Best Regards,
  ***********************
  Process Support Specialist
  **************
  ************************************
  ****************************************************************************************************
  
  From: *********************** <************************************>
  
  Are you familiar with the issue outlined in the BBB Complaint below? Has this subscriber been getting the runaround from our Ruby ************************************************* Founder
  **************
  ****************************************************************************************************
  
  This e-mail is from a professional services firm, LeanStream Resource Partners, LLC ("LSRP"), and is intended solely for use by the individual(s) to whom it is addressed. If you believe you received this e-mail in error, please notify the sender immediately. As well, please delete the e-mail and any attachments from your computer system, and do not copy or disclose this email, its content, or attachments to other entities. If you are not an existing client of LSRP, do not construe anything in this e-mail to establish a client relationship unless it contains a specific statement to that effect. If you are not an existing client of LSRP, do not disclose anything to LSRP in reply that you expect it to hold in confidence. If you have appropriately received this e-mail as a client of LSRP, you should maintain its contents in confidence in order to preserve the fidelity of the work product and other privileges that *** be available to protect confidentiality.
  
  ?Reply
  ?Forward