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Business Profile

Alcoholism Treatments

Monument Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Alcoholism Treatments.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/14/2023

    Type:Billing 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.
    On 1/3/22 I clearly asked this company to cancel my recurring subscription. Instead of cancelling, as I asked, they sent an email offering me a discount to continue my subscription. This email ended up in my spam and I never saw it. After seeing a Discover bill, which I am not in charge of paying, it was clear this company has been charging my credit card $59 per month since 1/3/22. It was not made clear to me upon joining that I would have to take this extra step to cancel. Their policy was "you can easily cancel at any time by emailing customer support", which is exactly what I did. I think it's egregious that this company continued to charge my credit card 18 months after I requested cancellation.

    Business Response

    Date: 06/23/2023

    In response to customer complaint ID ********,

    Thank you for reaching out, and we understand your concern. Due to *******'s former cancellation policy, the customer's initial cancellation request back in January 2022 was deemed incomplete. As Tempest was acquired by Monument on May 12, 2022, Monument acknowledges any confusion brought on by this outdated cancellation policy and has honored the customers refund request. The customers Tempest monthly subscription charges from January 2022-June 2023 (18 months) have been refunded in full. We contacted the customer on June 15th, 2023 with confirmation and receipt of their total refund amount.

    Thank you,

    Monument

  • Initial Complaint

    Date:01/11/2023

    Type:Billing 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.
    I joined Monument in November 2022. After less than two weeks, I canceled my subscription and had been told by their staff that my account had been deactivated and that there should be no other charges. I've had two attempts since then of them trying to charge my account with a subscription charge. They won't delete my account and can't seem to figure out how not to charge me for a subscription I've canceled.

    Business Response

    Date: 01/23/2023

    Hello,

     

    We are investigating this matter and will respond with a proposed resolution shortly. 

     

    Best,

    ******

Monument Inc. is NOT a BBB Accredited Business.

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