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Business Profile

Education

GoZen

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Education.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/13/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Hello, I am filing a complaint because this company has a re-occurring subscription fee that is challenging to cancel. There was inadequate warning that the re-occurring subscription fee would occur and when I requested to cancel the subscription after I saw the charge on the bank, I was told it was not possible. This is a predatory subscription model. The problem is not the price. I think the price is fair for the services. The problem is that I don't want to pay for something I do not use.

    Business Response

    Date: 11/18/2024

    Dear ******** *. and the BBB Team,

    Thank you for giving us the opportunity to address this concern and work towards an amicable resolution. We prioritize our customers' satisfaction and strive to maintain transparent and fair business practices. Below is our account of the situation and the steps weve taken to resolve it:

    Background of the Subscription:
    The customer initially subscribed to our Professional Annual Subscription on October 31, 2022. This is an annual subscription designed for professionals, which provides continuous access to our extensive toolkit and resources. As noted on our sales page, checkout page, and terms of service, the subscription renews automatically each year to ensure uninterrupted access to our services.

    Renewal and Courtesy Reminders:
    The customer's subscription was renewed on October 31, 2023, and again on October 31, 2024. Prior to the renewal, we sent multiple courtesy reminder emails to inform the customer of the upcoming charge. While these reminders are not required as per our terms of service, we send them as a gesture of goodwill to keep our members informed.

    Customer Request for Refund:
    Upon receiving a renewal charge for 2024, the customer expressed concerns that she did not receive reminders and requested a refund. Although our terms of service state that all sales are final, we promptly reviewed her request and worked to resolve the matter. We initially offered a discounted rate for the renewal but ultimately decided to issue a full refund to ensure the customer's satisfaction.

    Resolution and Customer Experience:
    We have already processed the refund in full, and the customer has confirmed that she found the subscription price to be fair. We believe this resolves the issue completely.

    Our goal is to deliver exceptional tools and services that make a meaningful impact. We genuinely value all feedback, as it helps us continuously improve. We hope this response clarifies the matter and demonstrates our commitment to customer care and good faith resolution.

    If there are any further questions or additional details required, please do not hesitate to reach out.

GoZen is NOT a BBB Accredited Business.

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