Complaints

This profile includes complaints for Constant Contact, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Constant Contact, Inc.

  1601 Trapelo Rd Fl 3 Waltham, MA 02451-7333

  
• 

  Constant Contact

  122 Hudson Street New York, NY 10013

• 

  Constant Contact, Inc.

  3675 Precision Dr Loveland, CO 80538-6310

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:08/21/2023

  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.

  This is a complaint against the company, Constant Contact, an online marketing company. ******************************** - Headquarters **************************************************************************************** Office: ************ Sales: ************. I never agreed to have any of my writing or personal information to be advertised globally on the internet by Constant Contact in conjunction with *****************. I only agreed to have my ********************* included in ***************** emails to customers who have consciously signed up to receive that email while I leased space at *****************. ***************** email which would include information about merchandise, practitioners classes and sessions and a section titled "Guidance Today" and I would write for the Thursday, Guidance Today. ******* would edit my writing without my consent she also told me she owned the copyrights to my writing. I never agreed to that, and it was never mentioned until I severed ties with *****************. I told ***************************, I wanted no connection with ***************** including no use my writing or my classes or personal information. I also contacted Constant Contact and told them to please stop posting advertisements of me as working at The Chakra *****. The advertisements posted by Constant Contact has continued. People have gone into ***************** to see me because of the misinformation posted in the advertising by Constant Contact. This is an inconvenience to people who want to see me. One person told me when they walked in the store ******* said, "See me." My files have become corrupted but I can verify the above statements are true. This for me and potential clients unfair advertising. Please help me end this nightmare not only for me but for others. Also, when I asked Constant Contact to stop advertising, they said they had to hear from the owner of *****************. Both have denied responsibility.

  

  Business Response

  Date: 09/01/2023

  Hello ******,

  I can understand your frustration.   Unfortunately, since these marketing advertisements were created under the account for ***************** and your agreement was with the owner of that account, ******************** can not assist in those arrangements that were made with them.  I am however, turning all this information over to our **************** to see if there is something they can do to intervene on your behalf.  As soon as I hear back, I will reach out to you via your email address.

   

  Best,

  *********

• Initial Complaint

  Date:08/16/2023

  Type:Service or Repair 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 am writing to file a complaint against Constant Contact, who has erroneously categorized my company, Tickets Junky, as a data broker, leading to the sudden closure of our account. This action has been taken without proper investigation into the nature of our business and has left us without a crucial service that we rely on for our operations.Tickets Junky is a provider of aged fan accounts, specializing in ethical sourcing. Our business model is designed to assist ticket brokers in enhancing their position in queues, not to engage in data brokerage. We are committed to transparency, professionalism, and integrity, and we adhere to all relevant legal guidelines.Despite our best efforts to clarify our business model to Constant Contact, they have maintained their stance without offering a proper explanation or providing an opportunity to rectify the situation. The closure of our account has caused significant disruption to our business, and we feel that we have been treated unfairly.I kindly request the BBB's intervention to facilitate a fair and timely resolution. We are more than willing to provide any necessary documentation or information to prove that our business practices do not fall under the category of data brokerage.I understand the importance of regulations and compliance, but in this case, Constant Contact's decision seems to be based on a misunderstanding or misinterpretation of our services. Your support in resolving this matter would be greatly appreciated.Thank you for your attention to this matter. I look forward to hearing from you soon.

  

  Business Response

  Date: 08/25/2023

  Hello ****,

  I can understand your position.  Unfortunately, per our Terms and Conditions, what we see within your campaigns is considered Prohibited Content under our Acceptable Use Act.  If you still feel that we have misunderstood the purpose of the campaigns, please contact our Account Review team at ************ to further discuss.

  Best,

  *********

  Link to our Terms & Conditions: *************************

  Customer Answer

  Date: 08/27/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  The response doesn't address the core issues of our complaint.
  

  First, there's been no detailed investigation into our business model. Tickets Junky specializes in providing ethically sourced, aged fan accounts. We're not engaged in data brokering, and we adhere to all relevant legal guidelines.

  Second, Constant Contact hasn't specified what aspect of our campaigns falls under 'Prohibited Content.' This vagueness doesn't give us a fair chance to correct any misunderstandings or adapt our practices.

  
  Finally, we weren't offered an opportunity to rectify what Constant Contact considers a violation. We're being penalized without a transparent or fair process.

  
  We're more than willing to comply with their Acceptable Use Policy if given specific guidance on what needs to be corrected. We request BBB's support in facilitating a more transparent and fair dialogue between our companies.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Henk

   

   

  

  Business Response

  Date: 09/05/2023

  Hello ****,

  I have reached out to the management team with our Account Review Department.  ****, one of our AR managers, will be calling you to further understand your business and your account.

  Best Regards,

  *********

  Customer Answer

  Date: 09/05/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  After carefully reviewing the response from Constant Contact, we find it fails to adequately address our concerns for several key reasons:
  Lack of Detail: Constant Contact's response did not specify which aspects of their Acceptable Use Policies we are supposedly in violation of. This absence of clarity prevents a meaningful dialogue and resolution.
  
  Acknowledgment of Compliance: In our recent phone discussion with a Constant Contact representative, there was no substantive evidence provided that we are in violation of any of their policies. We find it essential to highlight that we operate ethically, following a rigorous vetting process for all accounts we manage.
  
  Unilateral Termination: While we recognize Constant Contact's right to terminate any business relationship, we argue that exercising this right without proper justification impacts the reputation of both parties. Its particularly concerning when done without clear cause, as it may signify an arbitrary approach to professional partnerships.
  
  Lack of Substantive Communication: Despite the phone call initiated by Constant Contact, no meaningful solutions or avenues for improvement were proposed. The conversation ended ambiguously, with the representative stating they "couldn't speak to" our valid concerns.
  
  Based on these points, we must deny Constant Contacts response and ask that these issues be re-evaluated for a fair and equitable resolution. We value transparent business relationships and remain committed to operating within ethical guidelines.
  
  We look forward to your impartial review of this matter. 
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:07/30/2023

  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.

  Despite multiple credit card cancelations and freezes, I have been unable to cancel my subscription. Their website lacks an option to cancel a subscription, has no refund/credit back for services not used and their phone system is byzantine at best, non functional at worst.

  

  Business Response

  Date: 07/31/2023

  Hello ***,

  We have had no communication from you since May of 2022.  I see you did call into the office on Sunday, 7/30, the day this complaint was filed to cancel.  We are not open on Sunday but I have canceled your account. So you are aware, within your account you could have canceled it at anytime by clicking the My Account link, then Billing, then Cancel Account.  It can all be done within your account.  As of now, that account has been canceled and you will continue to have access to the account until August 30th if you need to export your contacts and their information or send any of the existing or new campaigns.  On August 30, the account will be closed.

  Best,

  *********

   

   

   

• Initial Complaint

  Date:07/25/2023

  Type:Service or Repair 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 was just on the phone withone of your reps that told me I can't talk to a manager for 5 days! I paid for a year in Feb 2023 and just got a bill for $108. One time, I had a little over 700 in there for less than one day and your billing **** is charging me $27 per month! There are many times the deleted contacts don't even get deleted for over 24 hours!I want someone to assist me with this. Thank you.*********************** ************

  

  Business Response

  Date: 07/28/2023

  Hello *****,
  
  In reviewing your account, I can see your account was refunded for $40.00 for the two months with a higher payment for going over the 500 contact limit for your account.  You have also been refunded for the prepay you made of $99.22.  The upcharge on your account for those two months was due to having 555 contacts on June 14, 2023 and 710 on July 7, 2023.  It is done automatically by the system when the contact levels go above 500 contacts whether the time frame in being over 500 is 2 minutes or 3 weeks. It does happen from time to time that folks go over their limit by mistake but we can fix that so that you aren't charged the higher level if you give us a call.   In the future, if you upload more than 500 contacts in error, please call us immediately and we can reset the system as long as you don't mail to the higher level and remove contacts back down to under the 500 contacts.  This will  make sure you aren't charged for the overage on the next month. Even if you delete the contacts 5 minutes after uploading, the system has already caught that your account went over the limit so we need to reset it to stop the upcharge from occurring. I hope that helps to explain what happened.  From what I can see, your account has been made whole and all refunds were applied. 

  Best Regards,

  *********

  Customer Answer

  Date: 07/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:

  Constant Contact reached out to me and was very professional and helpful.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:07/20/2023

  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.

  What my solution should be: Assistance from Constant Contact Support or billing to update my account for payment and transferring the domain name from Go Daddy (I a I have the info needed and supplied it already) to Constant Contact's website division. I would Lso like the $22 charge free for the year since I already paid it to Go Daddy to keep my website up and running.I have a current account, I represent the admin for it Kennett Sqaure Area newcomers Club, **************, ************. The account was established in 2018. I recently updated to the admin for it starting in May. The customer service did not understand how to make it official until I finally received a simple form needing a signature on June 26. I am in mid process of transferring a domain name from GoDaddy to Constant Contact to consolidate the club's needs and finances. Constant Contact has me listed as admin and billing contact but they claim the website is another division and that information on the website platform remains incorrect without me having access. My last communication from them was June 26. I have sent two emails asking for help to establish me as a billing contact so I can PAY! without this I can not transfer the domain name. This seems simple enough but the website side of Constant Contact has no phone number or contact name just an email ******************************************* or a chat bot.My complaint includes extremely poor customer service that I can not seem to ********************** or do business with. The Constant Contact email division washes their hands of it all.

  Customer Answer

  Date: 07/31/2023

  I have not heard from the business in response to my complaint.  The attachments they sent you show me responsible for their email side of the business.  Apparently they set up a division to take care of the websites.  This new division can only be contacted by bot chat and I did get an email.  However, the last time I heard from them via email was **** 26.  They instruct me to set up payment for the domain transfer. I have no way to set it up since the domain billing is set up under one person's email and another person's name.  Neither have access to the account

   

  Below is the last response i have had:

  Re: Domain Transfer Request from **** 26, 2023

  Thank you for contacting support. I'm Nazim, looking into case ID: ********. There has been a sudden influx of cases and we are sorry it took us a while to respond to you.
  
  I'm sorry for the inconvenience, You can add the credit card details by clicking the add new domain option, this should give you the option to add a credit card. If this does not give you the option to add a credit card, please contact CTCT to resolve this issue. We have a dedicated team to assist with the email campaign issue. You can access this link to contact *************** support and choose PRODUCT option in category: ********************************************************************
  
  Kind Regards,
  **************
  
  Customer Service Representative,
  ConstantContact  |  ConstantContact.com 
  
  
  --------------- Original Message ---------------
  From: *************************** [*********************]
  Sent: 6/23/2023, 9:30 PM
  To: ****************************************
  Cc: *******************; *********************
  Subject: Re: Domain Transfer Request
  
  I follow this list of steps in your email below (bolded) until step 5.  There is NO option to "set up payment".  The choices are:
  
  1. Details which shows the last administrator (*******************) of the Constant Contact account listed the organization has used for emailing members.  We had gone through a transfer of credentials so this should be listing me now. See below Be in Control screen shot.
  
  2. Services which give me an option to add a new domain.  The one I am transferring is listed as unavailable KSANC.org (I am transferring not starting new)
  3. Invoices- says you have no invoices"
  
  Is the set of direction geared towards a current account holder with an email account wishing to transfer in a domain from another source or a brand new customer for everything?
  
  Further down the email chain is updated information for the account
  

  

  Business Response

  Date: 08/03/2023

  Hello *******,

  I was able to get ahold of a manager with Newfold and asked her to address the issues listed in your complaint. She just communicated back to me that they have had ongoing communication with you at this point and have also opened a ticket for the billing issue and an expedited ticket to their development team.  I hope that resolves your issues with them.

   

  Best,

  *********

• Initial Complaint

  Date:07/17/2023

  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.

  August 23, 2022 called Constant Contact to cancel account.May 25, 2023 Billed by Constant Contact for a full year subscription.June 27, 2023 called Constant Contact to complain about this bill and receive a refund July 1, 2023 received an e-mail saying that my request would not be addressed of processed.July 17, 2023 called again to complain about this lack of customer service.Was told during this call that there was no note made in August of 2022 requesting a cancellation of the account, and that refunds are not possible. I Am still receiving a run-around.

  

  Business Response

  Date: 07/26/2023

  Hello ***,

  First of all, I'd like to apologize for this issue.  I was able to pull your call with us in August in 2022 and you were told that your account would be canceled.  The agent you spoke with did not follow proper procedures and did not get your account canceled.  I have spoken with the Billing Manager and their has been a refund of $378.00 issued to your credit card.  Please allow 7 - 10 business days to see that credit to your card.

  Best Regards,

  *********

• Initial Complaint

  Date:06/07/2023

  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.

  June 6, 2023 Complaint on behalf of *****************, of Jamaica, **** (Account ID: donnalee1 ;) (I, ***********************, am submitting this on behalf of *****************, of Jamaica, ****, who is LEGALLY BLIND. She can't read emails. Preferred contact with her is by telephone. If you need to send emailed information, I can try to read it to *****, from my email address, ********************* )[re: Constant Contact account ID: donnalee1 ;] ***************** of Jamaica, **** is Legally Blind. She has NEVER seen Constant Contact's website, and did not read any terms of Terms and Conditions of Service. ********************* business with Constant Contact was done exclusively over the telephone through THEIR AGENTS. Their Agents never alerted ***************** of any Terms and Conditions, until they, WITHOUT NOTICE, closed ********************* account on May 18, 2023, saying that ***************** broke their Terms and Conditions, and refusing to reinstate her account. ***************** does not want to work further with this company in the future, because ***************** feels that they are fundamentally dishonest. Constant Contact would not let ***************** speak with anyone to resolve this issue. ***************** seeks a full refund of $113 in total for subscription fees. Constant Contact can refund to the same debit card used to purchase the subscriptions. Thank you.

  

  Business Response

  Date: 06/16/2023

  Hello *****,

  After speaking with our team we have decided to refund $113.23 to the credit card that was used to pay for the account.  The refund will be applied within the next 7 - 10 business days.  If you have any questions regarding the refund, you can contact ** and reference case number 31267066.

  Best Regards,

  *********

  Customer Answer

  Date: 06/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  [ this reply, submitted on behalf of ***************** who is legally blind, is submitted by ***********************; ***************** had telephoned you today to ask whether she should wait for the refund-as-stated to go through before submitting her reply; ] 
  
  June 20, 2023
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and, trusting that the refund-as-stated is in progress and will be completed, I have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. Thank you.
  
  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************

  Customer Answer

  Date: 07/18/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Have not received refund, please follow up with business.

   

   

  

  Business Response

  Date: 07/26/2023

  Hello *****,

  Two refunds in the total amount of $113.23 were issued on June 27, 2023 to the credit card that was charged for your account.  One refund was for $43.55 and the second was for $69.68.  Please check with your credit card company.

  Best Regards,

  *********

• Initial Complaint

  Date:05/26/2023

  Type:Sales and Advertising 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.

  Constant Contact allows their customers to spam people, even after they have requested removal, even after contacting Constant Contact directly and was told I had been unsubscribed (5/17/2023 2:48pm from ********************************* cc to crm-******************************** I also received assurace from ********************* ************************************** 5/15/2023 9:59am) that they had "permanently removed" my address from the sender's list.

  

  Business Response

  Date: 06/02/2023

  Hello *****,

  I apologize that you received another email.  I did some research and it appears they obtained an email that is associated with **** *************************************** and entered it into their system. Your email address ********************** had been removed. The use of the **** address is against our policies and we are addressing with the company that obtained and used it to send you unsolicited mail.  Both addresses have been permanently removed from our system.

  Best,

  *********

• Initial Complaint

  Date:05/12/2023

  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 purchased the ability to use send out mass emails for 12 months. At the end of 5 months, I closed my business and asked for a refund for the unused 7 months. They replied that there company policy is not to give refunds. I was directed to look at the fine print in the contract. I believe that a reputable company would have said something when I sent in my renewal fee. Had I known, I would have only purchased 5 months of service rather than the full year. People need to be warned!

  Customer Answer

  Date: 05/23/2023

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 05/25/2023

  Hello,

  You are correct, we do not provide refunds which is stated in the Terms and Conditions that were agreed upon.  It is stated in the Termination of Services section that there are no refunds provided for any prepaid services but the balance will remain as a credit on the account.  ******* services are utilized by our customers to receive a discounted rate, therefore, no refunds are provided.  The credit is there for your use if you ever need to use the service again.

  Apologies for any misunderstanding.

  Customer Answer

  Date: 05/25/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *** ******

   

   

• Initial Complaint

  Date:04/02/2023

  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 am being charged $54.00 dollars a month for something that I never signed up for. I don't even know what this business is!

  

  Business Response

  Date: 04/05/2023

  Hello Altah,

  The screenshots you provided do not look like anything we send out.  I can not locate an account for you anywhere in our system.  The amount on the invoice doesn't match anything we would bill, the logo is not correct, the fonts are off.  I am sorry, but I believe you have been sent a phishing type of email and I would not click on anything within the email.  I have made our billing and legal team aware that you have received these.  Feel free to contact us directly at ************ if you receive anything further. 

   

  Best Regards,

  *********

  Customer Answer

  Date: 04/06/2023

  Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Those screen shots are from my account that the money was taken out of . I know there isnt an account with my name on it because i never opened one, but that money came out of my account so i would like to be reimbursed for that. Please let me know what you need from me for this to happen. 
  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Altah

   

   

  

  Business Response

  Date: 04/10/2023

  Hello,

  Since we are unable to locate any accounts with your name on it, we are unable to locate any charges.  For our billing department to be able to research further, they will need the actual card number that was charged.  If you would please call our billing department directly at ************ with the card number that was charged they can dig further. Below are the current hours:

  Monday - Thursday: 8am - 10pm ET
  Friday: 8am - 9pm ET
  Saturday - Sunday:  10am - 8pm ET

  Please give them a call to bring this matter to resolution.

  Best,

  *********

   

  Customer Answer

  Date: 04/11/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I do not feel comfortable giving out my card # to a place that is already fraudulently charging me. Any other options? 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Altah

   

   

  

  Business Response

  Date: 04/14/2023

  Hello Altah,

  We have no way to verify that these charges occurred.  We have no record of them so you would need to contact our billing department and work through the issue to resolve the matter.  Providing our billing team with your card number that was charged or your card statements that show a charge from us would be the only way I can see a refund occurring since we have no record of you being a customer or ever charging you.  I hope that makes sense, without some proof of a charge, we will not provide a refund.

  Best,

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