Applebee's Neighborhood Grill & Bar

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
Issue has been resolved for complaint #***Thank you for your help

We received your correspondence regarding Ms*** ***’s experience with BillAdvisor Below are our findings relative to the above referenced complaint from the Revdex.com, regarding customer *** ***s The complaint covers concerns about the BillAdvisor website not clearly stating the
customer is entering into a month agreement and that she wanted to cancel her account. Below is a summary of pertinent information regarding her complaint 1. Ms***’s states the website does not clearly state the customer is entering into a month agreement and that she wanted to cancel her accounta. Ms***’s signed up online at BillAdvisor.com for the platinum service with BillAdvisor. BillAdvisor is a company that negotiates the rates of monthly subscription services for customers to provide them the best value for their ongoing monthly bills. The website states the customer’s card will be charged at the time of purchaseAdditionally, it states the charge will be fully refunded if we do not save the customer at least $150. As well, it states if BillAdvisor is unable to save the customer $they will receive a $gift card b. Ms***’s contacted BillAdvisor on 3/5/and spoke to a customer service agent and explained she wanted to cancel her service as she had signed up mistakenly. She was misinformed by the customer service agent that she was in a month agreement. The customer service agent explained that she needed to send in bills for BillAdvisor to shop her services and if they were unable to save her $she would be refunded her one time fee of $plus tax. Ms***’s then explained that she did not want to send in her bills and simply wanted to cancel. c. An outbound call was placed about minutes later to Ms***’s as a follow up to her online sign up. The agent placing this call said that someone will call her back the next day. An additional call was made minutes later from the original customer service agent letting her know he would be putting in the cancellation request and someone would call the next day. An outbound call was placed the next day but no message left for the customerd. Our records indicate a cancellation of the account was processed on 3/9/and a refund was processed for the $+ tax for a total of $108.64. This information was emailed to the customer’s email address on file, ***. Additionally, an outbound call was placed on 3/19/and a voicemail was left confirming this information As stated above, we have already processed the requested cancellation and refunded $to the customer’s card This is an unnecessary situation caused solely by our agent failing to explain the full promotion to the customer and then if requested, subsequently processing the cancellation immediately. This has been referred to our HR team and progressive disciplinary actions have begun

BillAdvisorCase #: ***Consumer Info: *** *** ***Business Info: BillAdvisorN.WCentral Drive, Ste 300Houston, TX77092(855) 821-4679Date Filed:2/6/10:55:AMNature of the Complaint:Contract IssuesConsumer’s Original
Complaint:In early 2017, I changed t.vsatellite carriers from *** to *** While making this change a Bill Advisor employee came on the phone line asking if he could help lower my phone chargesI thought he was working with *** or the phone companyI did not know he represented a different company & was signing me up for a monthly charge of $for this one time helpI accepted his service for lowering my phone charges, but thought this was an added benefit/courtesy of ***'s new serviceI did not know I was contracting a new company's serviceI believe this was a scam to get monthly charges from me, disguised as a service provided by my new t.vsatellite serviceI've twice called BillAdvisor to cancel this service & twice have been disconnected with no relief from this company's unacceptable charges.Consumer’s Desired Resolution:Stop Bill Advisor's charging me $monthlyIdeally they should repay months's of charges I did not know I was signed up for.Business Response:Regarding Ms*** ***'s Revdex.com Complaint, according to call records, she signed up for *** Network television service through ***, an authorized retailer, on 03/31/At the time of order, the *** agent presented Ms*** with an opportunity to realize additional savings on her monthly recurring bills via an exclusive partnership with BillAdvisor that includes a free 30-day trialSpecifically, Ms*** was informed that BillAdvisor could negotiate her monthly rate with her internet and phone provider, *** The *** agent failed to inform Ms*** that if she continued past her free day trial, she would be charged $a month for BillAdvisor serviceMs*** gave her consent for the free trial and was transferred to a BillAdvisor account manager who identified himself as such and proceeded to gather information regarding Ms***'s *** internet/phone billThe BillAdvisor account manager then conferenced in a *** agent to negotiate her rate down from the original $per month to $pre-tax for months, a savings of $with a total projected annual savings of $558.84.On 01/06/18, 02/06/and 02/14/18, according to call records, Ms*** contacted BillAdvisor to request cancellation of her BillAdvisor accountDuring these points of engagement, Ms*** was informed that per the current BillAdvisor policy she was obligated to a year of service at the rate of $per month, because BillAdvisor successfully negotiated more than $in savings for her *** service, thus saving her more that the total cost of BillAdvisor for one yearIt was not taken into account by the BillAdvisor representatives that spoke to Ms*** on the above dates that she signed up for BillAdvisor service on 03/31/17, and at that time, Ms*** was not committed to any time frame of keeping the service. On 03/05/18, according to call records, BillAdvisor received a dispute from Ms***'s financial institution for two (2) charges of $On 03/07/18, according to call records, A BillAdvisor manager called Ms*** and left a voicemail advising that her BillAdvisor account had been cancelled, and a refund was being processed for the two disputed $charges. As mentioned above, Ms*** was not disclosed by the *** agent at the point of sale that the $BillAdvisor monthly subscription rate would be charged if she continued past her free 30-day trial, and was later misinformed that she was under a twelve-month contractual obligation. As stated above, BillAdvisor already processed the two requested refunds of $12.99, a total of $In the interest of providing an exceptional customer experience, a BillAdvisor manager contacted Ms*** according to call records on 03/15/to advise that a refund would be processed for the remaining nine months of $that were charged to her card, a total of $116.91, since it was never disclosed to her that she would be charged $monthly after the initial one month of free serviceSince Ms*** cancelled the card that was provided at the point of sale, she was informed that BillAdvisor would process the refund via check for $that would be mailed to her address that she verifiedMs*** was satisfied with the refund proposal and agreed to call the BillAdvisor manager back if she did not receive her refund check within two weeksAccording to call records, BillAdvisor has not received any inbound calls from Ms***'s telephone number on record past 03/15/ Daniel ***QC Specialistdaniel.***@***.comOffice: (713) 983-X***

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. Bill Advisor refunded $However, I believe this method of luring customers is not ethicalFurthermore, I cannot understand how ***, my telephone company can lower my monthly costs over $without change of services because a third party intervenes & finds "added charges" that are unnecessaryThe phone companies should be suedThank you for your assistance in this matter*** ***

BillAdvisorCase #: ***Consumer Info: *** *** *** *** *** ***Business Info: BillAdvisorN.WCentral Drive, Ste 300Houston, TX77092(855) 821-4679Date Filed:2/7/9:52:AMNature of the Complaint:Refund / Exchange IssuesConsumer’s
Original Complaint:I heard of Bill Advisor's ads on the radio and decided to fill out a form on their websiteA sales person called me and told me that they could reduce my bills by at least $They told me their service was $per month and a $set up feeHowever, the sales person told me that my card would not be charged until they could guarantee that I would be able to save at least $annuallySo I decided to give them my credit card numberBefore I could give them my information, I was called into a meeting at work and had to get off of the phoneLater that day, another person from the company called back to finish enrolling meDuring the process, I realized that I do not have too many bills and that this service is probably not something I wantedI asked to cancelThe person I talked to told me that they had charged my credit card and no refunds would be givenI asked to speak to her manager and a person name Ruby talked to meShe explained that I had given consent when I gave my credit card numberNow, I had never authorized a charge nor signed anythingI had been promised that I would not be charged unless they could save me $a yearWhen I asked for a refund, Ruby said that would only be possible if they determine they cannot save me $per yearI am not interested in their service now nor do I want them to negotiate anything for meI NEVER authorized a charge and what they did borderlines on fraudThey could possibly be setting themselves up for a class action lawsuitI just want a refund of my $which they deducted from my account.Consumer’s Desired Resolution:I want a refund of the monies they were not authorize to charge me.Business Response:Regarding Mr*** ***s Revdex.com Complaint, he submitted an online inquiry for BillAdvisor service on 02/06/According to call records, a BillAdvisor sales agent contacted him the same day and presented him with a savings opportunity through BillAdvisor negotiating his recurring monthly bills and/or shopping the market to find lower rates with competing providersThe sales agent referenced the $guaranteed savings advertised and disclosed that BillAdvisor charges a $(plus tax) one-time enrollment fee plus a $monthly subscription fee for a minimum of twelve monthsMr*** agreed to move forward with BillAdvisor service and provided his personal informationThe sales agent then asked him to provide a debit or credit card to place on file, and that it would be authorized for $plus tax and would not be fully charged unless BillAdvisor was able to meet or exceed the $savings goalAfterward providing the card information, Mr*** informed the sales agent that he needed to go to a meeting, and would call back to finish his enrollment. According to call records, Mr*** called BillAdvisor back the same day, and spoke to another agent who asked him to send three of his bills via email so that BillAdvisor could begin shopping and negotiating themMr*** identified three bills with potential saving opportunities, including his *** internet service as well as his automobile insurance and electric billHe expressed that he had already negotiated some of his bills and was skeptical that BillAdvisor could realize further savings for themMr*** then requested to cancel his BillAdvisor accountAt this point, according to call records, he was transferred to Rubi, the BillAdvisor managerShe reassured Mr*** that if BillAdvisor was unable to save him a minimum of $150.00, his card would be not be charged and he would be able to cancel his BillAdvisor accountRubi then informed him that he did agree to the $pre-authorization hold on his card, as well as a minimum monthly $subscription fee for twelve months if BillAdvisor was able to fulfill its promise to save him a minimum of $Rubi also elaborated that if he did not email BillAdvisor three of his bills within three days, the $pre-authorization hold on his card would convert into a final chargeAt this point, Mr*** mentioned that he did not sign an agreement for BillAdvisor service, and Rubi informed him that he provided consent when he gave the BillAdvisor sales agent his credit card informationRubi then offered to review the recorded conversation between him and his BillAdvisor sales agent, to make sure that he was properly disclosed the terms/conditions for BillAdvisor, and that this process would to hoursMr*** declined to have the call recording reviewed, and agreed to submit his bills via email, as instructed. According to call records, BillAdvisor made several attempts to reach out to Mr*** over the next few days to gather information for his monthly recurring bills and move forward with shopping and negotiationOn 03/12/18, according to call records, Mr*** informed a BillAdvisor representative that he had contacted the Revdex.comOn 03/21/18, according to email records, Rubi emailed Mr*** to inform him that BillAdvisor had cancelled his account and issued a full refund of two charges in the amount of $and $for the $enrollment fee plus tax and one month of BillAdvisor service plus tax, respectively. Daniel ***QC Specialistdaniel.***@***.comOffice: (713) 983-X***

To Whom It May Concern:Regarding Mr*** ***'s Revdex.com complaint, Bill Advisor has refunded the two payments of $to the credit/debit card on fileThe refund posted to Mr*** ***'s account on 12/28/If there are any further concerns Mr*** *** can contact us