Nitro Hobbies Inc

We double checked our records and verified that we did indeed process two separate refunds to you of $69.00 each on the afternoon of January 15.  At the time you posted your response indicating you only saw one of the refunds in question, only a couple of business days would have passed, and perhaps there was a timing issue there.   Today makes 5 full business days, so hopefully you have received both of them by now.  Please verify.   Thanks and all the best,  Constant Contact

I have reviewed the accounts activity, billing, and support history.  I believe I understand the obstacles in this situation and feel like we can move to a resolution.  Although the recommendation was to call support, the individual contacted was the original sales consultant the customer...

used to setup their account.  This person was not equipped to correct the situation, nor did they forward any wishes to close the account. A support representative needed some basic verification to move the contacts to the appropriate account.  With no one in support or billing in the loop the account continued to bill.  The service was not used in this time.  While we do not have a refund policy, I understand the events that led to the current situation.  A refund in the requested amount of $380.00 will be made within 5 business days.  We apologize for the miscommunication and sincerely hope we can be of service in future marketing endeavors.

Revdex.com:
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 # [redacted].. 
I do not accept that just repeating their policy is justification for holding monies paid that do NOT REPRESENT SERVICES RENDERED.  The fact is, that Constant Contact is holding money they are not entitled to.  [redacted] has successfully paid for all months that we actually used the service.  The remaining amount held is essentially being held as an early termination penalty.  [redacted], and any company, should not have to pay for months for which we did not actually utilize the service.  Revenue was not earned, thus Constant Contact is not entitled to the money.
Regards,
[redacted]

I have reviewed the notes and correspondence on the account.  I understand how confusing the charges can be when a prepayment has been made but the pricing changes during the prepaid time.  I want to apologize for the confusion in this matter.  I hope that this can be resolved so that...

the years of successful marketing can outweigh a months charges.  I will be happy to refund the $32.40.  I will have out finance team process the refund, this can take 5 business days to process.  I sincerely hope we can be of help in any future marketing endeavors.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I appreciate the company finally seeing the issues that were not resolved prior on their end and refunding the amount we requested.
Regards,
[redacted]

Revdex.com:
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 # [redacted].
Every single time someone has called, they have specifically stated they were with ConstantContact.  I don't know why the company would seek to push blame on another company or company name.  I have fielded numerous calls, our bartenders have taken numerous messages and each time the caller states they are from ConstantContact.
Regards,
[redacted]

I have received verification from my Finance Department that a full refund was made to the CC on the account in the amount of $206.70.  I again apologize for the miscommunication.  The actions taken and noted were not communicated correctly.  The intention was to communicate a refund, and instead it spoke of a credit.  Please contact our billing department should you have any additional questions regarding payments for service.  [redacted]

I have reviewed the account in question and the billing for service.  There was a price change in April of 2016, notifications were sent to all customers.  That notification went to the email address set on the account:  [redacted].  We have not increased the...

service price again, the customer added to their contact level and moved into a more expensive tier of service.  The billing is clearly presented and we allow the customer to increase or decrease in tier at anytime.  Removing contacts to 500 or fewer would have made the price $21.25.  I apologize for any confusion, we try to make the billing as clear as possible.  According to the interactions noted on the account the customer has scheduled to cancel the account.  It will close on 3/15/17 per request.  The customer was also offered a 40% Discount for 12 months.  We truly value the customer and would like the chance to correct what seems to be a misunderstanding.  While I can't offer a refund, the customer has an opportunity to greatly reduce their billing for a service that meets their needs.  There are only 6 contacts over the 500.  Removing 6 contacts and taking the 40% off offer would more than compensate for a couple months at a higher price point.  I hope this meets the customers needs and again, I apologize for any confusion in this matter.

I have reviewed our records and the email in question isn't on a sending list for Constant Contact.  That would mean the customer wants to unsubscribe from one of the small businesses or non-profits that use Constant Contact to send their marketing.  Customer also reached out through our...

website.  We have already responded to customer and blocked sending to that address from all of our customers.  This will likely prevent marketing from trusted companies, it is recommended to unsubscribe using the unsubscribe link in an email.  Please reach out if you find you are no longer getting emails from businesses you expect to hear from.

I have researched the account, reviewing all billing and technical notes over the last few years.  Notes in November 2014 and most of 2015 were sporadic and general troubleshooting for anything from reporting to billing questions.   I found a conversation in September 2015 where the...

agent wanted to explore a connectivity issue.  This is often the explanation when someone is experiencing skipping or jumping.  No resolution was reached as the customer ended the call, unwilling to run a speed test.  More recently (2/3/2016) an agreement was reached between the customer and a Billing Manager.  A refund was made the Credit Card has been removed.  A screen shot of the payment selection was provided.  The very first item clearly states:  “1.  Make a non-refundable payment in advance and get a discount.  We’ll use the funds to pay your monthly invoices.” Our first priority is to ensure we bring the very best service to all of our customers.  I apologize that it took so long to review this case.  Over the many years the account has been active there have been a substantial number of interactions.  Of these interactions I can only see one instance that includes an issue with the mentioned skipping and jumping, this was the interaction I mentioned above in September 2015.  I feel our troubleshooter could have found the cause if allowed the time to do so.  We would have liked to resolve the issue on the phone, but we cannot force a customer to troubleshoot.  We offer our customers free technical support, of which the customer has engaged often.  Both over the phone and chat.  We would have continued to be available at their earliest convenience.  I will not be able to offer any further compensation.  In the end, it was our Billing Manager’s decision to refund a portion because of the value we place on the customer and their length of loyal service.  I sincerely hope we can be of further assistance in any future endeavors.

I have reviewed the activity and notes on the account.  There was a conversation with Billing on 2/20/2018 where the service was canceled and a month was refunded to the Credit Card on file.  There was no error in the billing, automatic payments were setup with the CC on file.  There...

was no previous request to cancel the account.  This isn't unusual, often customer's want the account active collecting contacts and providing an archive of newsletters between sends.  Constant Contact kept the service, reporting, and collection services active.  We also understand that mistakes happen.  In this case it seems the account was left unused by mistake.  I can see from the notes the offer for a Credit towards you bill was not satisfactory and the account was closed.  I hope that it is understood that we were simply providing a service as requested. and had no way of knowing the customer didn't need the account any longer.  I would like to extend an additional refund to the account in the amount of $400.00.  That is outside of the refund already processed.  It is our hope that we may be of use any any future marketing endeavors and apologize for any inconvenience this may have caused.

I have reviewed the interaction via chat with our support division on 8/17/2016.  The specialist explained he was unable to cancel an account and our billing department would need to be contacted.  This is correct, they are unable to cancel the account, these representatives are there for...

troubleshooting needs.  More recently there was a call to our billing department (9/8/2017), and the request to cancel was processed.  A refund was discussed but it was also explained that the customer was going to dispute the charges with the credit card used to pay for service.  We are unable to refund a service when a charge back will be processed for the same service.  With both the Terms of Service in mind, and the charges being disputed through the customer's Credit Card, I am unable to meet the desired settlement.  Should anything change our billing department would be able to further assist the customer.  I sincerely apologize that security reasons prohibit the cancellation of accounts in chat.  We staff our departments to meet the customer need, I apologize if the hold for Billing was longer than expected.

I want to apologize for any confusion or miscommunication.  We are not able to refund a different card, but we are able to mail a check.  On 12/7/16 the customer was phoned and our Billing Manager confirmed we will mail a check in the amount of $1174.08.  I have taken steps to confirm...

that this amount was approved and the check will be received within 2 business weeks.  Again, I apologize for any miscommunication, it was always Constant Contact's intent to refund the money.

I have reviewed the account and all of the notes.  Basic troubleshooting was done over system messages, so there is very little detail to go on.  I am certain we could have isolated why the customer was having issues.  While we would love the opportunity to provide services to the...

customer, we understand that the service wasn't utilized.  I am happy to provide a refund in the full amount of $100.00 to the customer.  I sincerely hope we can be of service in the future.  The refund will take approximately 5 business days to process.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:
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 # [redacted]. Please add your rejection comments below. 
I would accept your proposed 2 months refund of $69 dolars x2, totaling $138. However, when I logged into my credit card account today only one or those two $69 amounts was refunded. Please check your accounting records and see what happened with the refunds on your end. I will gladly accept this and agree to close this case and complaint out. Thanks.
Regards,
[redacted]

It must be frustrating indeed to discover you were paying for your Constant Contact subscription for five years. I'm sorry that happened to you. It sounds as though you believed it was canceled, but we truly see no record that you called to cancel it until very recently.  It is disappointing to...

learn that you called twice and were not able to connect with a manager.  I apologize for this, and imagine this could only have added to your frustration. In reading your statement, it sounds as though one of your demands is that we change our monthly subscription based service to a different billing model where customers would annually renew.  While we respect your opinion and value the feedback, we don't feel this change would be good for our customers and won't be implementing your specific suggestion.  The vast majority of our customers are used to our billing cycle. They, like yourself subscribed to a service for which they are charged monthly. In your case, we can see you didn't send emails for quite some time, however the service is not only used for sending emails, so for some customers this doesn't indicate a lack of intent to remain subscribed to the service. We feel making them contact us every year to make sure they want to use our service would indeed be onerous.  The monthly charges for our service should be very plainly labeled in their credit card statements, and that should be an adequate reminder for the majority of people as to what they have purchased, just as they would with any other monthly billable service like a gym membership, TV subscription, and many others.With regard to the refund you've requested, we've gone ahead and processed the $500.00 refund. The timing with which you see it reflected on your credit card will depend on your credit card's transfer processes, but generally you should see it within a few business days.   We wish you the best, and thank you for having used Constant Contact.

I have reviewed the notes on the account as well as listened to the interactions pertaining to this situation.  I want to apologize for our error.  I have requested the refund to the Credit Card for the full amount of $43.20 and I sincerely apologize for any inconvenience this has caused....

 We are very thankful for the opportunity to correct this mistake, and hope to be of use in any future marketing needs.  The refund will take approximately 5 business days to process.

I have reviewed the account in question.  The account is not active, nor do we bill the customer at all.  This service was provided through [redacted].  The Customer had access to Constant Contact through a relationship with [redacted].  I would encourage the customer to...

contact their [redacted] account manager.  We do not bill the customer at all.  I can confirm the services were closed on 9/20/2017.  I sincerely apologize for any misunderstanding.  I am certain their [redacted] account manager can help them resolve any billing issues.