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:05/04/2024

  Type:Product 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've been on autobilling without my knowing. I contacted them when I just recognized that I've been autobilled for a new subscription. So, I contact them, asking if they will give me a refund for this last bill (which was charged the day I contacted them), and they said they couldn't. Horrible policy, probably not legal. So, since they've taken this route, I will now try to get all the past bills refunded.

  Business Response

  Date: 05/16/2024

  Per the billing agreement recurring memberships are charged as agreed upon when signing up.  After the billing date has occurred we can provide refunds or partial refunds for up 48 hours later, which was beyond the time you contacted our company. You created the complaint before we could respond and unfortunately the representative was not allowed to re-contact until this matter with BBB was taken care of.   Managers are authorized to make an exception on a case-by-case basis and you did not respond with why you were not able to cancel and your account shows it was logged in and used as well.  If you would like a refund, we can refund you for the time unused in a pro-rated amount for this month which would be a refund of 29/31 days.  If this is acceptable, please let me know and we can close this matter.

  Customer Answer

  Date: 05/17/2024

   
  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 **** accept their offer for a pro rated refund
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:01/30/2024

  Type:Product 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 hit the button for a thirty day plan and got charged for a whole year. One year passes by and I get charged another hundred dollars for another year even though I have not used there website in eleven months because it was not useful to me. I called to get a refund and customer service said no refunds . I threatened to leave a bad review and she said she would give me a refund. ************** said they attempted to refund my money three times but the bank did not allow it . You can get almost the same info at county website for free . Why pay?

  Business Response

  Date: 03/04/2024

  The customer joined the site via a recurring semi-annual membership.

  After his recurring subscription renewed the customer asked for a refund, which we tried to give him, but his bank would not allow.

  The customer told us he would call his bank to have them unblock us, and found out that the card had been closed, so we have no way to refund customer!

   

  See the attached correspondence with customer.

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21219503
  
  I am rejecting this response because:
  I pressed the button for a thirty day plan and was charged for a year. I have read this same complaint on other websites this tells me it has happened to other people .  As far as a refund , Im sure you have my name and address send the check I will cash it no problems.
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/06/2024

  We never would charge for a year if a customer selects 30 days, the 30 day plan costs about twice as much per month, we also record the transaction and have a payment confirmation screen, so it's simply not possible.  Customer used the service for a year/

  The free version is not the same as the paid version, it's very different, completely different access.  

  Again, we cannot give you a refund because your bank responded that your card is closed.  Attached is from our bank showing that the credits were attempted and rejected by your bank as you were told before.

  BBB please understand we cannot refund a credit card that the customer closed and the customer refused to call his bank to allow us to make the refund. 

• Initial Complaint

  Date:04/06/2023

  Type:Order 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 got a recurring charge for $95.82 and cancelled on the website as soon as the charge popped up. And the website said that I successfully cancelled and that I would receive a refund. When the charge actually posted, I waited and waited and nothing happened so I filed a dispute with my bank. I just called customer service and the most dry robotic person answers the phone and doesn't sympathize with me or give me any kind of answer or reassurance that I will get my money back. She sounds like she is reading from a script over and over again. She wouldn't transfer me to a manager. Said she would send me an email and didn't send it. Wouldn't transfer me to billing. She says she is in the customer service department -- that was the worst display of customer service skills I have ever seen. I checked online and I do not have a paid membership (obviously because I cancelled it) but if I paid $95.82 and cancelled within 1 MINUTE of the recurring charge before it even posted to my account -- QUESTION; wouldn't my membership be ACTIVE FOR THE NEXT 6 MONTHS if you intended to keep the money??? So this company think they are ENTITLED to KEEP my $95.82 & cancel my paid membership?! What a ROBBERY. Please refund my money. Thank you!

  Business Response

  Date: 04/07/2023

  The customer called to request a refund, but we had to explain that we were unable to provide one since hey had previously filed a chargeback with their Bank and got her money back that way. We were unable to process a double refund even if we wanted to.   ******** became irate and asked to speak to a manager, and when manager explained this same thing she threatened to goto the BBB and file a complaint.   So again, we cannot process a refund that was already given.  Very sorry for the trouble.   Attached for the BBB team is a copy of the chargeback showing we "lost" the money back to customer before she called us.