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:08/05/2024

  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 verbally advised employee, *******, in the past that I would not be renewing annual contract. She also told me that at no time was my credit card information kept on file. Of course she no longer works there. I received notification from my credit card company on Saturday, 8/3/24, of $199 was charged for annual renewal. Being a Saturday, I was unable to contact the business. I called this morning 8/5/24 and spoke to *****. I was advised that I was sent notification of upcoming renewal. I have no such correspondence in my email files or do not recall receiving said email. In as much as I am an elderly lady with memory issues and a limited income, I implored ***** to speak with the owner of the company to ask for a resolution. She advised me the the charge would stand. I am asking for intervention to have this issue resolved.

  Business Response

  Date: 08/05/2024

  ***************** contacted us via text, after business hours, upon receiving an email that her accepted service plan automatically renewed, per the agreed terms. Whenever any client of ours accepts a service plan, they are required to enter their credit card information for automatic billing. As of this time, we do not accept or allow service plans to be paid by any means other than a valid credit or debit card attached to each individual service plan. The terms of each service plan are laid out to the client before accepting any form of payment. Before accepting any service plan, the client has to either manually enter their own credit card information or provide it to one of our team members over the phone. *****************, and our other clients, are sent a copy of the service plan before accepting so that each client can fully understand and have records of what they are accepting. Each service plan has its own separate agreement. The service plan that ***************** accepted had her card to automatically be charged yearly after the acceptance date.

  The three attached pictures show the following:

  1. How our clients, and *****************, receive an email detailing the service plan before acceptance.
  2. How our clients can manually accept the service plan, which include our publicized Terms of Service and the terms of acceptance for each service plan.
  3. ********************* specific service plan agreement, along with the activity associated with it.
  4. ********************* phone call to one of our team members, where she accepted the terms and provided her credit card information for the service plan to be automatically renewed until cancelled.

  As we did not receive any cancellation request in any form (email, phone call, text, voicemail, or message), we are unable to provide any evidence of that, as it is proving a negative (not a possible event).

  After ***************** was charged, she requested to cancel, and we have followed through with her request (as pictured).

  Since the service agreement was valid and accepted by ***************** and we did not receive any cancellation request until after she was billed, per the accepted agreement, we are unable to submit any refund for the service plan.

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22094108
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/06/2024

  Since they state I was notified in Feb. does any of the following apply to this case?

  *******************************************************************************************************************************************************************************************************************************

   

  Customer Answer

  Date: 08/07/2024

  I have now received an email from this business stating any further communication should be done through you, the BBB. I left them a phone message asking should I not receive a refund and decide to use their services how should I be able to reach them. They have yet to answer me, either by email, phone or text. I do not want nor need this issue to be an in the arena fighting match between a 67 yr old and a college student. How should I proceed if they fail to respond to me?

  Thank you.
  

  Business Response

  Date: 08/09/2024

  Due to Miss ******* consistent barrage of excessive calls, texts, and other means of communications to us directly, the ongoing complaint to the BBB, and negative review(s) left, we have decided to deescalate the situation by communicating only through the BBBs complaint that she has initiated.
  

  After her initiated complaint has been resolved and negative review(s) have been remedied, we will resume normal, amicable communications with *****************. As any rational company would conclude, it is strange and off putting to leave such negative and harsh review(s), while still request our assistance.

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22094108
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  I believe this company is stretching the truth. I have not constantly barraged them with phone calls, emails, texts as they have stated. If so, I would like to hear the recorded calls and obtain copies of the emails, texts, messages as they are falsely claiming. How am I suppose to communicate with these people in a mature manner if they refuse to speak with me? Also, should I lose my $199.99 and still have a contract with them then how am I suppose to feel secure in the fact they will repair any issues upon my request and do so correctly. If they state they have cancelled my annual contract then I am paying them for services I will not receive.
  

  Business Response

  Date: 09/01/2024

  Hi there!
  
  We have provided numerous screenshots regarding this issue. As stated before, we will resume normal, amicable communications with ***************** outside of the BBB following the resolution of her initiated complaint(s) and review(s).