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:03/17/2023

  Type:Customer Service 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.

  I have been a customer of **********************/ IDI since April 2021. I am attempting to cancel an automatically renewing annual contract that I no longer need. And rather than mutually terminate, with the potential for other/future business, your sales team has choosen to dig their heels in. For the life of me I cannot see how this is a beneficial way to do business.

  Business Response

  Date: 03/20/2023

  This customer a sophisticated business entity and not an individual consumer entered into a term pricing commitment with IDI, as reflected in a written and signed contract.  When the customer attempted to terminate the contract in the middle of the term, our personnel promptly and courteously informed the customer that this was not permitted under the clear terms of their contract.  Therefore, the termination would be honored prior to the next automatic renewal but the fees for the existing term would still be owed to IDI.  
  
  In response, this customer began to threaten IDI with legal action and disparaging reviews.  
  
  IDI is not being unfair in its dealings with the customer.  By committing to a term agreement, this customer has obtained more favorable pricing than would be available via a transactional agreement where no set term length is in effect.  It would be unfair for the customer to avail itself of this more favorable pricing yet deprive IDI of the expected commitment length.  
  
  We understand that the customer would prefer to be relieved of its contractual obligations.  However, IDI is not obligated to permit this, and is justified in enforcing the contract.  
  
  

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19616387
  
  I am rejecting this response because: IDI deceptively requires the use of automatic payments such that consumers will fall into a rhythm and forget about the payments. Further, no proactive notice is provided to consumers regarding the automatic renewal. Both of which together are used to keep customers in unwanted contracts for unneeded services. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/31/2023

  There is nothing deceptive about our practices.  Customers (including the customer submitting this complaint) are provided with a clear two-page contract amendment to execute if they wish to enter into a term pricing commitment.  No customer is forced to enter into such a commitment.  They do so, of their own free will, if they seek more favorable pricing from our business then they would otherwise receive under a transactional, pay-as-you-go subscription.  The contract amendment clearly informs each customer (including the customer submitting this compliant) that the commitments shall automatically renew unless they provide prior, written notice of their intent to cancel a certain number of days prior to the end of the then-current term.  The contract amendment also clearly informs each customer (including the customer submitting this complaint) that they are required to maintain a method of payment on file with us.  If any customer objects to either of these terms when such terms are presented to them, then they are not required to enter into this type of commitment. Instead, they may choose any other subscription plan that we offer or continue to pay transactionally with no term commitments.
  
  Our customers are sophisticated business entities (not individual consumers) who are expected to inform themselves of the legal consequences of their commitments and abide by the term and termination provisions set forth therein.  There is no applicable law or regulation that requires us to remind the customer of their obligations under the valid, written contract amendment that they chose to execute.  

  Customer Answer

  Date: 04/09/2023

   
  Complaint: 19616387
  
  I am rejecting this response.

  Requiring that a customer 'maintain a a method of payment on file' and requiring auto pay are two entirely different requirements. 
  The latter of which is used to keep the payment 'out of sight and thus out of mind'.

  At this point I have requested an invoice be provided for ***** services prior to charging at least 5 times. 
  I have notified in-house council, the ** of Sales, the Sales director and the billing department. 

  No invoice has been provided. And services are no longer being provided. 

  At this point, the contract is void. 

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