Business Profile

Coupon Services

HSP EPI Acquisition, LLC dba Entertainment

This business is NOT BBB Accredited.

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This business has 1 alert

Pattern of Complaints

Complaints

This profile includes complaints for HSP EPI Acquisition, LLC dba Entertainment's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

21 total complaints in the last 3 years.
3 complaints 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.

Initial Complaint
Date:05/16/2025
Type:Billing Issues
Status:
UnansweredMore 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.
For a couple of years now, Ive been trying to cancel the annual automatic deduction that they take out for entertainment coupon membership. I no longer use the coupons. When they took out the $24.99 again May 6, 2026, I decided to try again to cancel. I tried 5 different ways to reach them without success. One online assistant needed $1 and my credit card information to help me, which seems suspicious because they deduct the $24.99 from my credit card. Its not so much the money, its that it should be easier to stop the discontinue membership.
Initial Complaint
Date:04/01/2025
Type:Product Issues
Status:
UnansweredMore 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.
03/31/2025 I have tried numerous times via the website cancel membership to this site and also remove my credit card information. I receive no confirmation from the site and it doesn't follow through to the end to cancel when you push option. they automatically took ***** for another year and I haven't used this app for months. No phone number to contact either. I read reviews onsite and seems that everyone trying to cancel does not comply.
Initial Complaint
Date:02/06/2024
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 had a subscription of Entertainment.com and last year I made sure to set my account to not auto renew. Then on February 5, **** a charge has shown up on my account once again for the subscription. I have contacted the company today who has refused to remove the charge from my account even though I have informed him (*****) that it was not set to auto renew again this year. I even received an email from the company stating that if I have changed my account since my last billing cycle, which I had done, to disregard their renewal email which I had. The company has the worst customer service representatives that I have ever interacted with in my life.
Business Response
Date: 02/06/2024
************** cancelled future billing on his account on February 6, ****, which was one day after his February 5, **** renewal payment had been processed. Per our Entertainment Digital Membership Rules of Use, "Cancellations that occur after the first 14 days will remain active until the next scheduled renewal (or billing) date as listed in the account." Although his initial request for refund was declined based upon our program terms, our ******************** did authorize a refund for him on February 6, ****.
Customer Answer
Date: 02/06/2024
[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:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. However, for the record I would like to report that the customer service of this company is horrendous. I understand that every business has rules and regulations but they must be reasonable with the realization that exceptions must sometimes be made in order for the business to improve brand loyalty, retain existing customers, attract referrals, increase customer lifetime value and differentiate them from other competitors. However, I can guarantee that I will never use this company again nor will I refer them to colleagues within my company, family, and/or friends. ************ illustrated that it was only concerned about it's image and bottom line rather than the customer in the end.
Regards,
***********************
Initial Complaint
Date:10/23/2023
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.
Entertainment coupon runs a coupon for two of my business's every year I have tried calling emailing etc to discontinue this un wanted coupon and they refuse to sop it.
Business Response
Date: 10/29/2023
We see that you contacted us on 10/24 and we canceled one of your accounts on 10/25. We were unable to locate the second account. We searched by name and address.
Initial Complaint
Date:08/18/2023
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 paid for one year of service in their app as a digital subscription. One month later, my phone told me that I was not subscribed. I emailed them to their customer support and they told me that nothing was wrong with my account and that I needed to uninstall and reinstall the app. I did that, and it still told me that I was not subscribed. I asked the person from Support to escalate this to someone else and he refused because he said I had an active subscription. I ended up requesting a refund and they paid me. Stupidly, I subscribed to the app again, and this time only subscribed to a monthly subscription, thinking that deleting my subscription and then resubscribing would fix things. I was wrong now when I reach out to Support they completely ignore my inquiry. Theres no way to reach them by phone or any other way. I want them to fix their app.
Business Response
Date: 08/21/2023
Thank you for notifying Entertainment of the complaint filed by ************************ **************** did order an annual Digital Membership on June 29, 2023 that was listed at $24.99 after a 30-day free trial period. Access code yxtn5411 was issued, and **************** activated that code on June 29, 2023. He had access to the Members' website, *****************************************, and the Entertainment Coupons app.
On August 11, 2023, **************** contacted us relative to an Expired Membership message that was being displayed in his app. That message is the result of a cache file installed on the device. This is a known issue to our developers, and it was suggested that **************** clear the temporary memory files on his device. There is no other issue that could cause the Expired Membership message.
On August 11, 2023, **************** requested a refund of his membership fee. That request was complied with, and his Digital Membership access was requested to be terminated. Prior to that request being addressed by our IT department, **************** redeemed a mobile offer for ******** Crispy Chicken & Pizza on August 12, 2023. Although we do recognize that redemption to be circumstantial evidence, it does suggest that his app was functional.
Entertainment does have an app update that will be released within the next 1-2 months. However, per his request, *********************** does not have an active Membership any longer, so he will be unable to access the Entertainment Coupons app going forward.
Customer Answer
Date: 08/21/2023
[A default letter is provided here which indicates your rejection of the business's response.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:

iOS devices do not have cache files that can be cleared. This is a very basic thing that your support team should be aware of, but they are not. Additionally, I did try to uninstall and reinstall the app and that did not fix the issue.
Regards,

***********************
Business Response
Date: 08/21/2023
To clear your cache on iPhone, please follow the manufacturer's advice: ************************************************************************
Customer Answer
Date: 08/23/2023
[A default letter is provided here which indicates your rejection of the business's response.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:

again, this did not do anything. Its interesting to note the only way I could get your support to follow up was through the BBB. My second inquiry was totally ignored by *********

Regards,

***********************
Business Response
Date: 08/23/2023
*************************** concern has been reviewed by our app developers. His reported concern is an isolated incident (i.e., we are not receiving any other reports similar to his). They did confirm that the Expired Membership message is related to an installed cache file if a Member is logged into the app when their Membership expires. If a new Membership is ordered, that file might still display unless the app's memory is cleared. The developers were unable to review *************************** account specifically as his Membership access was terminated when his renewal payment was refunded as a goodwill gesture.
Initial Complaint
Date:07/03/2023
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.
6/2 i need a refund, i canceled my account
Business Response
Date: 07/05/2023
Thank you for your message to Entertainment. We do appreciate you reaching out to us with your concern.

Many companies offer automatically renewing memberships that provide access to a service. They are usually offered to provide both uninterrupted service and convenience. In that type of arrangement, during the enrollment the user authorizes a payment method to be stored and charged according to a listed billing term. They can then use that service as much or as little as they desire. If they are not using the service at all, they can cancel future billing. Our Digital Membership is structured that way.

When completing an order at ************************************************* includes a Digital Membership, it is available with either a monthly or annual billing term. The monthly Digital Membership is listed at $2.99 (USD) per month, and the annual option lists a $24.99 (USD) per year cost. **********;***********'s December 23, 2022 order indicated that the annual term was selected, and he used a promotion through **************** to receive a 6-Month (180 day) free trial.

When the "Buy Now" button was clicked to enter the Cart, the Entertainment Digital Membership Rules of Use were available for review along with an agreement that read, "By clicking Checkout, you are agreeing to the Entertainment terms and conditions and authorize us to continue your Entertainment Membership automatically. You will be charged in accordance to the program terms. Cancel anytime."  Among the description of the Membership, the terms included the following details related to Renewal and Cancellation:

"Renewal:

For your convenience, your membership will be renewed automatically at the end of your billing period. If you do not want to renew your membership, you must cancel before the end of your current billing period for cancellation to take effect at the scheduled renewal date. If the account is active on that date, you will be charged according to the payment option you selected.

Cancellation:

Entertainment provides a self-service portal that members can use to access their accounts. That portal requires the email address used when the account was created. To access that portal, please click here: ************************************************; An email will be sent to you with a secure hyperlink to your account. If you do not see that email within moments of your submission, please check SPAM or Junk Mail filters."

By completing your order, consent was provided to us to continue Membership access at the scheduled billing date. Unless cancelled, the charge is automatically processed at the conclusion of the trial period (and then on the anniversary of that charge) and access to online and mobile offers is extended without any service interruption.

An email notification was sent to the email address two weeks prior to your renewal date that included a reminder of the approaching billing date, account details, and a link to review your enrollment. That email was sent from ************************************* with the subject line "Entertainment Coupons: Renewal Reminder." According to reporting from our email service, this email was opened twice, and the link was clicked one time. There was a time sensitivity for taking action if you needed to make changes to the account. He did cancel on June 21, 2023. The cancellation occurred hours after the subscription had renewed.

If Mr. *********** did not intend to keep his Membership beyond the trial period, we are sorry that he was unable to address his account before the billing occurred. The cancellation process for removing access to the online and mobile offers is directly linked to billing dates, so the result of that payment is that his Membership and its access to print, mobile and online offers will remain active and accessible until next year's billing date.
Customer Answer
Date: 07/05/2023
[A default letter is provided here which indicates your rejection of the business's response.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:

When i got the email that my membership is expiring i loged in, and was not able to find where i can cancel the membership

Regards,

*********************************
Business Response
Date: 07/06/2023
************************************* does not appear to have had any issues with cancelling his subscription. He did so successfully moments after the renewal payment had been processed on June 21, 2023.
Additionally, we did send an email with the subject line "Entertainment Coupons: Renewal Reminder" on June 7, 2023 that included account details and a link to access our self-service portal.  ************************************* opened that email twice and clicked the link once. We cannot account for why he did not cancel at that point.
Customer Answer
Date: 07/07/2023
[A default letter is provided here which indicates your rejection of the business's response.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:

I clicked on the email & when into the site and was not able to find on the website where i can cancel, it said something add a plan or something similar so i assumed that it will be auto canceled if i don't add a a plan

Regards,

*********************************
Business Response
Date: 07/10/2023
Thank you for your email to Entertainment. We understand and appreciate that **********;*********** was hoping for a response that would align with his request for a refund. While we can explain what has occurred, we cannot operate outside the scope of our program's outlined structure.

For any organization that offers an automatically renewing membership, renewal terms must be presented in a clear and conspicuous manner and an opt-in provision utilized. When the Secure Checkout button was clicked to complete your initial order, the Rules of Use for our Program were available for review along with an agreement that read, "By clicking Checkout, you authorize us to continue your Entertainment Membership automatically and you will be charged in accordance to the program terms. Cancel anytime." Those Rules of Use explain that:

"For your convenience, your membership will be renewed automatically at the end of your billing period. If you do not want to renew your membership, you must cancel before the end of your current billing period (or any renewal period) in order for cancellation to take effect at the scheduled renewal date. If cancellation occurs on or after this date, you will be charged according to the payment option you selected."

By completing his order, consent was provided to us to continue his Membership access at the scheduled billing date.

We have tens of thousands of Memberships that are currently active and management of that many records requires automation. The process of terminating Digital Membership access is directly related to the billing date listed within the account. If a Membership is cancelled (or unpaid) at the listed billing date, there is a process that automatically terminates the users access to the ****************************************************** and Entertainment ******* mobile app. If a Membership is active (or paid) at the listed billing date, that process does not run and access continues until the next scheduled occurrence one month or one year later (depending upon the selected billing term).

The opportunity to cancel Jacob ***********' access to the Digital Membership that he registered was missed when his account renewed. The Digital Membership that he created will now be active through June 21, 2024. We will not issue a refund for a Membership that will be available for use (regardless of whether it is actually used or not).
Customer Answer
Date: 07/10/2023
[A default letter is provided here which indicates your rejection of the business's response.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:

i disagree with there decision

Regards,

*********************************
Business Response
Date: 07/11/2023
We are sorry to learn that ********************************* is in disagreement with our policy related to cancelled accounts. The program terms were in place and agreed to at the time of his order. Additionally, the Terms of Cancellation were presented and agreed to when he accessed his account to cancel future billing. We will not be able to meet his expectation of refund.
Customer Answer
Date: 07/11/2023
[A default letter is provided here which indicates your rejection of the business's response.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:

I need a refund
Regards,

*********************************
Initial Complaint
Date:04/13/2023
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.
I was sigh in for free 6 month trail at Entertainment.com in October 10, 2022 and cancel it at April 8, 2023 but anyway CC was charged for annual subscription $24.99. Never use this service. Entertainment.com does not have any cancelation option on their websites (http or mobile), instead they have hidden portal specially for that, and find it out takes some time and skills, also Entertainment.com does NOT have any live supports options ( chats or phone#) Thank You.
Business Response
Date: 04/14/2023
Thank you for the opportunity to review this complaint. We do appreciate you reaching out to us. Many companies offer automatically renewing memberships that provide access to a service. They are usually offered to provide both uninterrupted service and convenience. In that type of arrangement, during the enrollment the user authorizes a payment method to be stored and charged according to a listed billing term. They can then use that service as much or as little as they desire. If they are not using the service at all, they can cancel future billing. Our Digital Membership is structured that way.

When completing an order at ************************************************* includes a Digital Membership, it is available with either a monthly or annual billing term. The monthly Digital Membership is listed at $2.99 (USD) per month, and the annual option lists a $24.99 (USD) per year cost. Order S2052392 was placed on October 10, 2022 and it indicated that the annual term was selected. The purchaser, listed as All ***** used a promotion through **************** to receive a 6-Month (180 day) free trial.

When the "Buy Now" button was clicked to enter the Cart,the Entertainment Digital Membership Rules of Use were available for review along with an agreement that read, "By clicking Checkout, you are agreeing to the Entertainment terms and conditions and authorize us to continue your Entertainment Membership automatically. You will be charged in accordance to the program terms.Cancel anytime." Among the description of the Membership, the terms included the following details related to Renewal and Cancellation:

Renewal:

For your convenience, your membership will be renewed automatically at the end of your billing period. If you do not want to renew your membership, you must cancel before the end of your current billing period for cancellation to take effect at the scheduled renewal date. If the account is active on that date,you will be charged according to the payment option you selected.

Cancellation:

Entertainment provides a self-service portal that members can use to access their accounts. That portal requires the email address used when the account was created. To access that portal, please click here: ************************************************; An email will be sent to you with a secure hyperlink to your account. If you do not see that email within moments of your submission, please check SPAM or Junk Mail filters.

If you cancel within the first 30 days of your membership (i.e.,the "trial period"), we will gladly refund your paid membership fee. Cancellations that occur after the first 30 days will remain active until the next scheduled renewal (or billing) date as listed in your account.

By completing the order, consent was provided to us to continue Membership access at the scheduled billing date. Unless cancelled, the charge is automatically processed at the conclusion of the trial period (and then on the anniversary of that charge) and access to online and mobile offers is extended without any service interruption.

An email notification was sent to the ******************* email address on March 26, 2023 that included a reminder of the approaching billing date, account details, and a link to review the enrollment. That email was sent from ************************************* with the subject line "Entertainment Coupons: Renewal Reminder." There was a time sensitivity for taking action if they needed to make changes to your account.

If this Member did not intend to keep the Membership beyond the trial period, we are sorry that they were unable to address your account before the billing occurred on April 8, 2023. The cancellation process for removing access to the online and mobile offers is directly linked to billing dates, so the result of that payment is that their Membership and its access to print, mobile and online offers will remain active and accessible until next year's billing date.

As far as their comments that our portal for account maintenance is hidden, it is listed in the program terms, in our FAQ titled How do I cancel my Digital Access Membership? and it was available in the renewal notification email.

Regarding support options, this Member submitted a ticket at 6:05 PM (EDT) on April 10, 2022 and they received a response at 8:22 AM (EDT) the next business day.

Entertainment has received notification from this Members credit card company or financial institution that the charges related to their order have been disputed. While a chargeback claim is under review, they will need to continue to work directly with their credit card issuer on a resolution.

Our role is now to provide the credit card company with evidence that supports the validity of the payment. A credit card dispute that is decided in the cardholder's favor results in punitive damage to us a business. That creates a situation where our intention is to have the payment reinstated and our standing as a merchant preserved. The evidence review process can take up to 60 days. If the dispute is resolved in our favor, it can then take an additional 75 days for the payment to be restored.
Initial Complaint
Date:03/29/2023
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.
Hello!I am trying to get in contact with Dining Advantage by Entertainment. At one point many years ago our restaurant signed up to offer coupons in their coupon books (when they were paper coupons). Out of nowhere, our coupons many years later, are offered on their website to people who subscribe to their program. I have tried getting in contact by phone and email with no luck.This is having a negative affect on our business. Customers are leaving angry when we tell them the coupon is not valid. We are accepting the coupons and losing money. We are kindly asking that ****************************, ********** ** and ********** ** be removed from this program.Thank you,*******************
Business Response
Date: 03/30/2023
We have a renewing contract on file, and have not received notification that you would like to cancel until today. We responded on ********* and one of our team members reached out to you. We have now canceled your account and it will be removed from our app tomorrow morning. If there is anything else we can do for you please email *******************************************.
Initial Complaint
Date:03/28/2023
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.
We have found out we are on their app for a BOGO menu item off our menu. We have not been contacted by them at all about this offer and have tried to contact them to no avail. The consent has not been given and we have not been asked to promote this offer and want it removed ASAP. We have not been able to acess the app without paying for it to get a picture of the offer. It was brought to our attention when a patron brought the offer in and tried to use it.
Business Response
Date: 03/28/2023
Thank you for contacting Entertainment in relation to the concern that has been brought forward by ***************************. We do regret that the merchant resources links on the ************************************** site were not used to contact us directly. As a result of this complaint, our agreement, an automatically renewing contract that was authorized in February 2017, has been cancelled and *************************** will no longer be featured in our programs. Their listed discount will be removed from our websites and apps within the next business day.
Customer Answer
Date: 03/28/2023
[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:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*********************
Initial Complaint
Date:01/08/2023
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 ordered last year a subscription to Entertainment for my sister-in-law and myself. They are now auto-renewing and I have tried my best to stop this but they have no phone number available. I want a refund for the upcoming year because I was just billed and I am not approving this - I do not use it. My son has been very ill and this has been a mess trying to get this cancelled. I finally found access to cancel my subscription - so I want the refund - but worse, they billed me twice - once for my sister-in-law *************************** - with NO WAY TO CANCEL. But they billed me anyway!
Business Response
Date: 01/09/2023
Many companies offer automatically renewing memberships that provide access to a service or inclusion in an organization. They are usually offered to provide both uninterrupted service and convenience. In that type of arrangement, members credit cards are stored and charged periodically. Amazon Prime, SiriusXM, and ******* are a few well-known examples where users can subscribe to receive access to a service. Once a subscription is created, the user can use that service as much or as little as they desire. Our Digital Membership is structured that way.

Our Digital Membership is a subscription-based program. Unless cancelled, the charges will be automatically triggered on the anniversary date of the order each month or year. The term of this Membership is based upon purchase date. The email address on the order would be the email used for all subscription management functions at our online self-service portal, ******************************************************************;

On December 4, 2021, online order S2026000 was submitted by ****************************;through our online store, ***************************************, that included one annual Entertainment Digital Membership. On the same date, she also submitted order S2026002. Both of these orders listed a billing term of "1st 30-days free, then $24.99 per year."

For any organization that offers an automatically renewing membership, renewal terms are required to be presented in a clear and conspicuous manner and an opt-in provision utilized. Above the Secure Checkout button in the shop cart was an agreement that read, "By clicking Checkout, you authorize us to continue your Entertainment Membership automatically and you will be charged in accordance to the program terms. Cancel anytime."

The referenced program terms included a hyperlink to allow the purchaser to access our Digital Membership Rules of Use at: *************************************************************************************; That document provides an overview of the program, including sections addressing Offers, Renewal, & Cancellation.

The Renewal section explains that:

"For your convenience, your membership will be renewed automatically at the end of your billing period. If you do not want to renew your membership, you must cancel before the end of your current billing period (or any renewal period) in order for cancellation to take effect at the scheduled renewal date. If cancellation occurs on or after this date, you will be charged according to the payment option you selected."

Below that, in the section on Cancellation, it was addressed that:

"Entertainment provides a self-service portal that members can use to access their subscriptions. That portal requires the email address used when the account was created. To access that portal, please click
here: account.entertainment.com. An email will be sent to you with a secure hyperlink to your account. If you do not see that email within moments of your submission, please check SPAM or Junk Mail filters.
If you cancel within the first 30 days of your membership (i.e., the "trial period"), we will gladly refund your paid membership fee. Cancellations that occur after the first 30 days will remain active until the next scheduled renewal (or billing) date as listed in your account."

The Secure Checkout button was selected for **************** to complete the checkout process. Each account renewed for the first time on January 4, 2022.
With her submitted payments, ***************************** was provided two access codes to register the Memberships. That access code was registered using the same email address as associated with her orders.

An email notification was sent to ****************************;on December 21, 2022. That message included a reminder of her enrollment, account details, and a link to update and/or cancel the enrollment. That email was sent from ************************************* with the subject line "Membership Auto Renewal Notification." There was a time sensitivity for acting. A report generated the following day reflected that she had opened her email once but the link was not clicked. As for her relative's Membership, an email was sent on the same date, but our reporting does not indicate that it was opened.

We can verify that neither individual cancelled their Membership until January 6, 2023, two days after the accounts renewed. If she intended to make changes to your account, we are sorry that no update was made in advance of the billing. Based upon the anniversary date of her orders, both subscriptions renewed automatically with a charge to the credit card that listed during her original enrollment. Future billing has now been cancelled.   Our Rules of Use do limit refund eligibility to 30 days from the original purchase. She, and her gift recipient, will have access to their Memberships through the balance of the paid periods.
Customer Answer
Date: 01/09/2023
[A default letter is provided here which indicates your rejection of the business's response.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:

[You must provide details of why you are not satisfied with this resolution. Please type details here:]It looks like I am stuck with this membership for another year as is my sister-in-law.

I want it recorded here that I have canceled my auto-renewal for ***************************** AND for ****************************

If we are not already canceled - please make sure we are for next year. One of us is a senior and the other is not far behind and do not catch everything done digitally.

Regards,

*****************************
Business Response
Date: 01/10/2023
The two accounts established by ***************************** were both cancelled on January 6, 2023. After that occurred, future ******** have ceased. The Memberships will expire at the end of the paid terms.
Entertainment has received notification from her credit card company or financial institution that the charges related to her order have been disputed. While a chargeback claim is under review, she will need to continue to work directly with hewr credit card issuer on a resolution. Our role is now to provide the credit card company with evidence that supports the validity of the payment. A credit card dispute that is decided in the cardholder's favor results in punitive damage to us a business. That creates a situation where our intention is to have the payment reinstated and our standing as a merchant preserved.  The evidence review process can take up to 60 days. If the dispute is resolved in our favor, it can then take an additional 75 days for the payment to be restored

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HSP EPI Acquisition, LLC dba Entertainment is NOT a BBB Accredited Business.