Applebee's Neighborhood Grill & Bar

To Whom It May Concern:Our company, BillAdvisor, has a direct affiliation with [redacted], a third-party authorized retailer for [redacted], and a host of other cable, internet and phone providers. We would like to take this opportunity to respond to pertinent details of Mr. [redacted]'s...

complaint as well as offer a desired resolution.First, as explained to the customer at the point of sale, and when we contacted them on yesterday, 09/27/17, their free 30 day trial of BillAdvisor was provided as a courtesy for signing up with [redacted]. At no point was it stated this free trial as being through [redacted] and/or [redacted], which were products offered to the customer when they contacted [redacted] initially on 07/19/17. Additionally, it was explained to the customer that should they continue past their free 30 day trial, the credit card they provided would be charged $12.99 each month. Mr. [redacted] was disclosed the BillAdvisor service and free trial, and he did give consent to be contacted by a BillAdvisor representative, as verified by our Quality Assurance department which reviewed associated call recordings. Since Mr. [redacted] did not cancel his BillAdvisor service on or before the end of his free 30 day trial, he was charged for the following two months of service. As indicated in his complaint, Mr. [redacted] was promised that a supervisor would call him back on yesterday, 09/27/17. We apologize that the an expectation was set with him that we did not meet. BillAdvisor would like to resolve Mr. [redacted]'s complaint by refunding the two months of service charged to his credit card. Two individual refunds of $12.99 are currently being processed. However, it is important to note that since Mr. [redacted] has blocked BillAdvisor charges on his credit card, as stated in his complaint, this will likely impact the refunds back to the card. Refunds typically post the credit card within 7-10 business days, but in this scenario we encourage him to contact his financial institution to inquire how this will be handled on their end. Otherwise, his BillAdvisor service has been completely cancelled, and he will not be charged again by BillAdvisor in the future.

To Whom It May Concern: Regarding Mr. [redacted]  Revdex.com Complaint, Bill Advisor will refund $12.99 to the credit/debit card on file. This process normally takes 3-5 Business days, depending on his financial institution. If Mr. [redacted] hasn't received his refund by 01/04/18, he may...

contact us so we can further research the refund status. We apologize for any inconvenience that has been caused.

[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 [redacted], and find that this resolution would be satisfactory to me.  I will contact [redacted] and unblock communication so the refunds will be possible. Thank you for your attention to this matter. I really wish a supervisor would have returned my call as promised.

To Whom It May Concern: Regarding Mr. [redacted]'s Revdex.com Complaint, Bill Advisor will refund the two payments of $12.99 to the credit/debit card on file. This process normally takes 3-5 business days, depending on his financial institution. If Mr. [redacted] hasn't received his refund by 01/04/18,...

he may contact us so we can further research the refund status. We apologize for any inconvenience that has been caused. His account is cancelled with Bill Advisor.

[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 [redacted], and find that this resolution would be satisfactory to me.  Bill Advisor refunded $103.92. However, I believe this method of luring customers is not ethical. Furthermore, I cannot understand how [redacted], my telephone company can lower my monthly costs over $40 without change of services because a third party intervenes & finds "added charges" that are unnecessary. The phone companies should be sued. Thank you for your assistance in this matter. [redacted]

To Whom It May Concern:Regarding Mr. [redacted]'s Revdex.com complaint, Bill Advisor has refunded the two payments of $12.99 to the credit/debit card on file. The refund posted to Mr. [redacted]'s account on 12/28/2017. If there are any further concerns Mr. [redacted] can contact us.

BillAdvisorCase #: [redacted]Consumer Info: [redacted]Business Info: BillAdvisor5500 N.W. Central Drive, Ste 300Houston, TX77092(855) 821-4679Date Filed:1/23/2018 4:15:33 PMNature of the Complaint:Billing or Collection...

IssuesConsumer’s Original Complaint:Bill Advisor was included in a bundled marketing deal with [redacted] to install [redacted] services. The Bill Advisor portion included a one month "free service". I contacted Bill Advisor that I didn't want their services and to cancel the monthly service fee. They insisted upon negotiating one of my accounts, so I gave them my [redacted] contact info. They then contacted [redacted] and reported that they save me money on that account. I contacted Bill advisor back multiple times and told them I still did not want their services and to close out my account. They continue to charge my credit cardConsumer’s Desired Resolution:Refund and close out the service so that no additional charges are forth coming.Business Response:Regarding Mr. [redacted]'s Revdex.com Complaint, he signed up for [redacted] television service through [redacted], an authorized retailer, on 10/14/17. At the time of order, according to call records, the [redacted] agent presented Mr. [redacted] with an opportunity to realize additional savings on his monthly recurring bills via an exclusive partnership with BillAdvisor that includes a free 30-day trial. Mr. [redacted] gave his consent for the free trial and a date and time for a BillAdvisor account manager to contact him. Mr. [redacted] was also disclosed that if he chose to continue with BillAdvisor past his free 30-day trial there would be a retainer fee, and that his debit/credit card would be authorized for a one-dollar hold. The amount of the "retainer fee" or monthly recurring charge was not disclosed; also, Mr. [redacted] was informed that it was voluntary to continue with BillAdvisor service past his free 30-day trial, and any savings he was given via BillAdvisor negotiation would still be his to keep, if he decided to cancel. On 12/19/17, Mr. [redacted] contacted BillAdvisor to request a cancellation of his account and a full refund of two (2) $13.83 charges that were drafted in November and December. According to call records, the BillAdvisor agent(s) who engaged with Mr. [redacted] informed him that he consented to BillAdvisor service at the time of order, and that these charges were legitimate. Mr. [redacted] was also informed that BillAdvisor negotiated a discount of $17.00 off his [redacted] bill for 12 months, a total savings of $221.00. Mr. [redacted] claimed he received a new [redacted] bill that did not reflect the negotiated savings, and BillAdvisor offered to contact [redacted] on his behalf to inquire about the missing discount, which Mr. [redacted] declined. He was informed that BillAdvisor would cancel his account, but he was ineligible for any refund due to having used BillAdvisor service and refusing to allow BillAdvisor to follow up with [redacted] about his negotiated discount. This is inconsistent with the terms and conditions presented to Mr. [redacted] at the point of sale. In the interest of providing an exceptional customer experience, BillAdvisor will process a refund of $27.66. According to call and email records, a BillAdvisor manager contacted Mr. [redacted] via telephone and email on 04/04/18 to advise him of the refund.   Daniel [redacted]QC Specialistdaniel.[redacted].comOffice: (713) 983-2200 X[redacted]