Ascentive

I have looked into this customer's complaint and I do see that our system charged them twice on two different daysI have already initiated a refund for one of the chargesAs for downloading the software, this can be done at any time for free from ascentive.com under the products tabThey can then use the activation credentials they received in the original email from us to activate the software on their computerWe have moved to email customer support, and they can be reached at any time at [email protected] and a response will always be sent out within business hours

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I had an option to pay the full amount up frontIf I requested a refund, would they have refused to return any of it? I don't see how returning 1/of what I paid is an act of good faithAn act of good faith is my believing they might still be able to fix my computer and allowed them the chanceThe fact that I tried multiple sessions is merely proof that their services were failuresThey did not make my computer fasterThey made it slowerIt is that simple My claims against Finally Fast having to rebrand from names like [redacted] and others are supported by respected sitesI am providing some links to support thisThe first is the most relevant and telling [redacted] I would love to know how Ascentive will respond to proof that their software and agreements are resulting in court actions Regards, [redacted]

May 22, In response to ** [redacted] issue, we unfortunately have no record of any communication from this customer after 4/26/2014, when he informed technicians that he would be transferring his unlimited technical support plan to a new computerThere was no dispute from the technicians over this, and he was encouraged to call us back at any time for assistanceWe do apologize for any misunderstandings that occurred, and we have returned the disputed final two charges (amounting to total – see attached documentation)

To Whom It May Concern: Case Number: [redacted] I have reviewed the complaint issued by our mutual customer regarding their recent use of our productIn their complaint they claim that, after downloading our software, we "loaded an ad on" their computerOur software does not include any ads at allWhat they may be referring to is a system tray notification that is added to remind users about the potential issues on their computer that the software has foundThere will not be any ads on their computer in relation to Ascentive software.They then say that the "ad" tells them that they have problems on their computer and have to pay to get rid of themOur software does require paid activation in order to perform the cleaning purpose that will resolve these problemsThis is the entire point of the Finally Fast software.It appears that this customer simply wishes to remove the software from their computerFor this, we have clear Uninstall Instructions that can be found on any of our websitesI will include them here:To uninstall our software, please make sure you have closed the software you would like to remove by opening your System Tray at the lower right side of your computer, right-clicking on the software icon and clicking on “Exit”The product alert will display and close out of the alert by clicking on the “X”Now please click your start menu and click on the control panelFrom here choose “add or remove programs”, select the software you want to remove and click on removeThe Installer window will openChoose remove, click next and follow the remaining prompts to uninstall your software.To reinstall our software, please follow the steps above and restart your PCThen download or run the software from your Backup CD and follow the prompts to install again.Please share these instructions with the customerThis should allow them to easily remove the software and stop receiving the notification about the issues on their computer.Thank you for your time in regards to our response,Sincerely,Kevin D***Customer Service [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: [redacted] ***, I wish to reject Ascentive Software response to my complaint with the Revdex.com Do to incorrect information written by Shanna R [redacted] - Customer Service I never disconnect any of my calls to this company or their representatives and I did call today at 9:and left a message for Shanna R [redacted] manager or someone from the corporate office on the management levelI also would like to have it on record I ask for this from the start since August 13,I always get a run around that they sent a message threw emailI still never received at calls from this company Also for the record I called [redacted] my self to report the issues & problems I was dealing with by Ascentive, Since that is where the number did come up under They did let me know it was a reputable business and they will put a report in on regards to this matterThen I started looking into this company more myself To learn of many other complaints regarding the same issue with this companyI looked under [redacted] , Revdex.com grade is F, and [redacted] consumerAll of these sites have several complaints like mineChanging credit cards and not refunding the moneyUntil today I never disconnect with Shanna R [redacted] This is the first time I actually had a name and number of a contact With several attempts prior today for Management of any kind with the corporate officeStarting from August 13, Also notice while I was looking into this company moreI learned they are located in Philadelphia, PA at 50-S16th Street Suite ***The number they use is a fax number only ###-###-####I feel they should refund my $by a check since I had my Bank cancel the card that I used at the timeThe card was cancel the next morningI also put a complaint with TD Bank with regards of all issuesPreviously, the bank are always able to get a refund for and issues I encounterThis is the first time any company or Corporation refusing the refundI am well a where I am not the first complaint about this issue regarding this company or serviceI am sure if I keep researching further I will fine much more complaintsNot only do I feel taken for by someone or some businessHow can they even get away with thisI really feel this company practise’s are so unethical why are they able to still advertise this servicesWell, hopefully you see my point why I am insisting a refund immediately Also, I hope the Revdex.com will be able to do more then just get a refundBut I feel this company should be shut down I will also be contacting news stations for further supportThey want to take consumers money and not provide adequate serviceI will have no problem getting this information out so other consumes are a where of Ascentive Software will not refund, or provide the service they advertise aboutBesides, you never get return callsEven reporting the company with the Revdex.com and still over a month of waiting for refundI won't send my laptop to the manufacturer until I receive a full refund by Ascentive SoftwareThis company morals are so wrong on so many levelsI will be making a point for stealing my money Yes they are stealing from me by not refunding my moneyI never signed a legal documentYes, on trust I gave permission for a services I feel I didn't receiveWhich now this will never happen again to meLesson learned there are companies that do advertising in order to make a buckKnowing it will cost more to hire a lawyer and their fees then amount of the charge or refundI will like to be able to send my laptop to the manufacturer to be fix correctly while it's still under some type of warrantyThank you for your help in this matterIts hard to believe a company can really run a business this way Regards, [redacted] ***

December 2nd, To Whom It May Concern:I have reviewed the complaint issued by our mutual customer regarding their refund request from Ascentive, as well as their latest concerns regarding our responseWe continue to stand by our actions of giving her a partial refund and considering that to be an act of good faithI will once again include the pertinent passages of out Purchase Agreement, which they became subject to upon purchase of the product, and to which they were sent multiple linksIn a previous communication (sent Nov12, 2014), the customer stated that “the person on the phone convinced me to keep trying to use the technicians” after they had requested a refundHaving changed their mind at this point, the previous refund request would no longer be consideredIn their latest communication, they state that they were not convinced, but told that they had no choice so they “decided to drop the matter and approach it from a different angle.” Once again, if the refund request was withdrawn, we would no longer consider itDuring the phone call, the customer asked if we offer a Money Back Guarantee and the technician informed them that this is only given when we are unable to perform any repairs, or as it is stated in the Purchase Agreement: “Ascentive attempts, but fails, to resolve at least one issue identified by Ascentive within the first days of your Live Support subscription.” They then state that they “did attempt to use the service again", which would clearly indicate continued use of the productThe pertinent portion of the Purchase Agreement clearly states: “Any payment received by Ascentive prior to a termination of the Live Support subscription for any reason shall be deemed payment for Ascentive providing the Live Support service to you.” As the initial cancellation request was withdrawn, we would retain anything paid prior to the later cancellation requestOur records clearly show that the customer received multiple instances of service spanning their non-refunded payment periodsOver the course of their previous payment periods they had closed and resolved tickets in addition to Ascentive providing them the option of unlimited technical supportAs they did not receive any service during the third payment period, this amount has been refunded.The customer's final statements that Ascentive has had to rebrand and has been subjected to fraud charges are simply untrue and there is no evidence to support such claimsThank you for your time in regards to our response, Sincerely, Kevin DCustomer Service

[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 is satisfactory to me Regards, [redacted]

[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 is satisfactory to me Regards, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I had asked for a refund BEFORE September 27th, but the person on the phone convinced me to keep trying to use the technicians. It is not my fault that Ascentive did not receive the email I sent to them on October 17th. However, it is ridiculous that, on payments for 2 years worth of service, they were only willing to refund 1/3 of the payments, despite being only 10% into the term of the contract. Ascentive failed to address the fact that their services made me computer SLOWER, not faster. They also failed to address the fact that I asked for a refund early on, but was basically told my only choice was to use the service a lot. Any decent company would be practically falling over themselves to compensate the customer for these kinds of problems. I basically paid $260 for less than 2 months of so-called service. This company has has fraud complaints in the past. I found this out with a little bit of research. All I want is to get back the money that I paid for services not rendered. Regards, [redacted]

To Whom It May Concern: Case Number: [redacted] 12px;"> I have reviewed the complaint issued by our mutual customer regarding their recent use of our productIn their complaint they claim that, after downloading our software, we "loaded an ad on" their computerOur software does not include any ads at allWhat they may be referring to is a system tray notification that is added to remind users about the potential issues on their computer that the software has foundThere will not be any ads on their computer in relation to Ascentive softwareThey then say that the "ad" tells them that they have problems on their computer and have to pay to get rid of themOur software does require paid activation in order to perform the cleaning purpose that will resolve these problemsThis is the entire point of the Finally Fast softwareIt appears that this customer simply wishes to remove the software from their computerFor this, we have clear Uninstall Instructions that can be found on any of our websitesI will include them here: To uninstall our software, please make sure you have closed the software you would like to remove by opening your System Tray at the lower right side of your computer, right-clicking on the software icon and clicking on “Exit”The product alert will display and close out of the alert by clicking on the “X”Now please click your start menu and click on the control panelFrom here choose “add or remove programs”, select the software you want to remove and click on removeThe Installer window will openChoose remove, click next and follow the remaining prompts to uninstall your softwareTo reinstall our software, please follow the steps above and restart your PCThen download or run the software from your Backup CD and follow the prompts to install againPlease share these instructions with the customerThis should allow them to easily remove the software and stop receiving the notification about the issues on their computerThank you for your time in regards to our response, Sincerely, Kevin D [redacted] Customer Service [redacted]

January 13th, To Whom It May Concern:
I have reviewed the complaint issued by our mutual customer regarding their refund request from AscentiveWe stand by our actions of giving her a partial refund and considering that to be an act of good faithI will include the
pertinent passages of our Purchase Agreement, which they became subject to upon purchase of the product, and to which they were sent multiple links.In your communication (sent Jan5, 2015), the customer stated that they want a refund for our Live Support servicesOur Money Back Guarantee is only given when we are unable to perform any repairs, or as it is stated in the Purchase Agreement: “Ascentive attempts, but fails, to resolve at least one issue identified by Ascentive within the first days of your Live Support subscription.” Within the first days of their plan, this customer had service performed where the technicians accessed their PC and removed potentially harmful programs, cleared some of their junk files, and optimized their internet browserThey identified and resolved these issues and therefore the customer is not eligible for a refund for that first paymentAfter the second payment on December 1st, the customer also had work completed where the technicians identified and removed unnecessary programs, optimized their browsers, and were in the process of running security Sweeps when the customer ceased communicationThis quantifies as issues resolved and therefore they are not eligible for a refund of the second installmentThe third installment, which was made on January 1st, was refunded as a show of good faith because they requested the refund within days of the charge and had not used the service in that periodAs for the customer's claims that the service impaired the functionality of her computer, she agreed by using the service that Ascentive was not responsible for any damage to her network and that not all issues are able to be addressed by the techniciansIn the Purchase Agreement it states "You understand and agree that technical problems may be the result of software or hardware errors not yet resolved by the applicable product manufacturer, and that Live Support technicians may not have the ability to obtain, or otherwise be aware of, the information necessary to resolve the relevant issue(s)...The Live Support service is offered "AS IS" and your acceptance and use of the Live Support service is at your sole discretion and riskYou shall be solely responsible for any damage to your network, software or computer or device system and any loss of data that may result from your acceptance and use of the Live Support service."
The pertinent portion of the Purchase Agreement clearly states: “Any payment received by Ascentive prior to a termination of the Live Support subscription for any reason shall be deemed payment for Ascentive providing the Live Support service to you." The initial cancellation request was after two months' worth of service, during which time our records clearly show that the customer received multiple instances of service spanning their non-refunded payment periodsOver the course of their previous payment periods they had closed and resolved tickets in addition to Ascentive providing them the option of unlimited technical supportAs they did not receive any service during the third payment period, this amount has been refunded.Thank you for your time in regards to our response,
Sincerely,
Kevin D
Customer Service

June 13, 2014This requested settlement has already been sent to us and resolved by the customers bank, but I will send the same information they received for full clarity and disclosure:*** *** purchased a Live Support Year PC subscription on 3/10/2014, agreeing to three
consecutive monthly installments of in exchange for unlimited access to Ascentive techniciansHe spoke to tech and received service that day and on 3/in which issues were identified and resolved on his PC, including powercycling with Ascentive software, Software assistance, and removal of unwanted programsWe have a record of a cancellation request on /7/2014, which was processed by the billing department two days later on /As requested, the customer received a refund of the most recent installment paid on /10/2014.We were contacted by this customers bank on June 12" to dispute this charge as well as the paid on /17/(delayed days from the payment date due to declined transactions), and have accepted the chargeback from /due to no service being received after the date of the chargeSeeing as the desired settlement has already been sent to the customers bank andor directly to the customer himself, I would consider this matter to be fully resolvedPlease see attached documentation, and do not hesitate to let me know if there are any questions.Sincerely,

We deeply apologize that this request was not handled correctly or in a timely mannerI have forwarded this to the head of our Customer Service division with instructions to both cancel the account and refund the most recent chargeI will follow up with them as well to make sure this has been
completedAgain, we apologize for the mistake and will fix it immediatelyThank you

We have now refunded the customer's entire purchase priceWe apologize for the inconvenience and have refunded all moneyThank you for your patience, and please let us know if there is anything else we can do for you

October 31st, 2014To Whom It May Concern:I have reviewed the complaint issued by our mutual customer regarding their refund request from AscentiveTo address this complaint, I will first give the account details from our records, and then I will address specific issues brought up
by the customer.Our records show that On August 27th 2014, the customer called in to our line and received a free PC diagnosis from a customer service representativeShe then agreed to purchase a subscription to our Live Support Plan that would give her unlimited access to our techniciansThe plan she purchased was a year plan, the cost of which was broken down into three consecutive monthly payments, the first of which coming out when she agreed to purchase the planShe was then sent to our technicians who remotely connected to her computerOnce connected, they identified and removed potential harmful malware and unnecessary programs, cleared her temporary files, optimized her start up programs and internet browsers, emptied her recycle bin, and power cycled her PCThese actions are all standard PC tustepsLater that day, the customer called back in to the technician line with a problem regarding extensions in her browsersBecause the problem was about her browser extensions, the technicians had to remove all of them to be sure her problem was correctedOn October 11th, 2014, the customer called in again to receive another tune up on her computerAt this point, she had made installments into the plan, her initial installment when she purchased, and the next on September 27th, Again, the technicians connected to her computer, identified and removed unnecessary programs, cleared her temporary files, optimized her start up programs and internet browsers, emptied her recycle bin, and power cycled her PCShe called in to cancel her account and receive a refund, and her cancellation was processed on October 29th Because she cancelled within days of her last invoice without work done on her computer, the customer was refunded the last installment of $and her account was cancelledHer full refund was denied because the technicians had performed work on her computer during those billing periods, and according to the Purchase Agreement which she entered into upon purchase of her plan, and to which she received several email links: "Ascentive will issue you a full refund for amounts actually received by Ascentive from you for your Live Support subscription if Ascentive attempts, but fails, to resolve at least one issue identified by Ascentive within the first days of your Live Support subscription or during the initial Live Support free diagnosis." She had received service separate times spanning both billing periods and so she was not eligible for those payments backHer request for a software refund was also denied, because the software has a money-back guarantee of days for customers to try the productsShe did not cancel or find fault with the software within the days of purchase and so again, she was not eligible for a refundNow to address specific complaints from the customers email, first she states that the technicians removed important extensions from her browserAs stated above, she called in to the support line experiencing problems with her extensions and the technicians were ensuring that it was resolvedIf she found later that she wanted some extensions back, she was more than welcome to call the support team and they would have assisted herSecondly, she states that she sent an email to us on Friday the 17th of OctoberWe have no record of such an email, the first contact from her in regards to cancellation of her account was recorded on October 27th when she called into the billing lineThe only emails we have from this customer are from after her refund was processed, asking for all of her money backWe replied to this email, informing her of the work done on her computer, and resending her the link to the Purchase AgreementLastly, we're sorry that she feels that the software was not working for her computerWe're constantly trying to improve our products that have worked for our many customers beforeIf she knows any issues with the software, we have a dedicated section of our website for software problem reports, and we would be more than happy to receive a report and find a solutionThank you for your time in regards to our responseSincerely,Shanna R
Customer Service

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]I am rejecting this response
because:[redacted],
 
                            
I wish to reject Ascentive Software response to my complaint with the
Revdex.com.  Do to incorrect information written by
Shanna R[redacted]- Customer Service.   I never disconnect any
of my calls to this company or their representatives and I did call today at 9:25 and left a message for Shanna R[redacted] manager or someone from the corporate office on the management level. I also would like to have it on record I ask for this from the start since August 13,2014. I always get a run around that they sent a message threw email. I still never received at calls from this company.  Also for the record I  called
[redacted] my self to report the issues & problems I was dealing
with by Ascentive, Since that is where the number did come up under.
They did let me know it was a reputable business and they will put a report in on regards to this matter. . Then I started
looking into this company more myself . To learn of many other
complaints regarding the same issue with this company. I looked under
[redacted], Revdex.com grade is F, and [redacted] consumer. All of these
sites have several complaints like mine. Changing credit cards and
not refunding the money. Until today I never disconnect with Shanna
R[redacted] .  This is the first time I actually had a name
and number of a contact.  With several attempts prior today for
Management of any kind with the corporate office. Starting from
August 13, 2014. Also notice while I was looking into this company
more. I learned they are located in Philadelphia, PA at 50-S. 16th
Street Suite [redacted]. The number they use is a fax number only
###-###-####. I feel they should refund my $129.00 by a check since I
had my Bank cancel the card that I used at the time. The card was
cancel the next morning. I also put a complaint with TD Bank with
regards of all issues. Previously, the bank are always able to get a
refund for and issues I encounter. This is the first time any company
or Corporation refusing the refund. I am well a where I am not the
first complaint about this issue regarding this company or service. I
am sure if I keep researching further I will fine much more
complaints. Not only do I feel taken for by someone or some
business. How can they even get away with this. I really feel this
company practise’s are so unethical why are they able to still
advertise this services. Well, hopefully you see my point why I am
insisting a refund immediately.
Also, I hope the Revdex.com will be able to do more
then just get a refund. But I feel this company should be shut down.
I will also be contacting news stations for further support. They
want to take consumers money and not provide adequate service. I will
have no problem getting this information out so other consumes are a
where of Ascentive Software will not refund, or provide the service
they advertise about. Besides, you never get return calls. Even
reporting the company with the Revdex.com and still over a month of waiting
for refund. I won't send my laptop to the manufacturer until I receive a
full refund by Ascentive Software. This company morals are so wrong
on so many levels. I will be making a point for stealing my money.
Yes they are stealing from me by not refunding my money. I never
signed a legal document. Yes, on trust I gave permission for a
services I feel I didn't receive. Which now this will never happen
again to me. Lesson learned there are companies that do false
advertising in order to make a buck. Knowing it will cost more to
hire a lawyer and their fees then amount of the charge or refund. I
will like to be able to send my laptop to the manufacturer to be fix
correctly while it's still under some type of warranty. Thank you for
your help in this matter. Its hard to believe a company can really
run a business this way.
Regards,
[redacted]

[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 is satisfactory to me. 
Regards,
[redacted]

September 03, 2014To Whom It May Concern:I have reviewed the complaint issued by our customer regarding their refund request from Ascentive. To address this complaint, I will first give the account details from our records, and then I will address specific issues brought up by the...

Customer.Our records show that On August 13th 2014, the customer called in to our line and received a free PC diagnosis from a customer service representative. She then agreed to purchase a subscription to our Live Support 365 Plan that would give her unlimited access to our technicians. The plan she purchased was a 2 year plan, the cost of which was broken down into three payments, the first coming out when she agreed to purchase the plan. She was then sent to our technicians who remotely connected to her computer. Once connected, they identified and removed potential harmful malware and unnecessary programs, cleared her temporary files, optimized her start up programs and T internet browsers, emptied her recycle bin, and power cycled her PC. These actions are all standard PC tune-up steps. Later that day, the customer called back in to the technician line with a problem accessing her email. Before the technicians could identify or proceed to help her, she became irate and disconnected the phone call. The technicians made several attempts to call her back, but they reached her voice mail each time.
She called in to cancel her account and receive a refund, and her cancellation was processed on August 14th 2014. The cancellation process ensured that she would not be responsible for the subsequent payments of the subscription, but also limited her access to the technicians. Her refund was denied because the technicians had performed work on her computer, and according to the Purchase Agreement which she entered into upon purchase of her plan, and to which she received several email links: "Ascentive will issue you a full refund for amounts actually received by Ascentive from you for your Live Support 365 subscription if Ascentive attempts, but fails, to resolve at least one issue identified by Ascentive within the first 10 days of your Live Support 365 subscription or during the initial Live Support 365 free diagnosis." She had received a tune-up from the technicians the day before, and therefore was ineligible for a refund.
Now to address specific complaints from the customers email, first she states that we advertise on '[redacted]'s Website' which we do not. We are not [redacted] and we do not claim to be affiliated With [redacted]. We do advertise on our own website that we have received Gold Certification from [redacted]. If the customer the proceeded to call [redacted] in order to make a request to Ascentive, she would have not been able to complete any action. Secondly, she agreed to sign up for the Live Support 365 Plan on the day she received service. It would be ridiculous for any company to offer services and not charge the customers the day that they received said service. If she was unsatisfied with the technician work, she had every right to call back the technicians until they customized her computer services to fit her needs- this is the benefit of unlimited technician access. And as also stated in the Purchase Agreement she entered in to: "The-Live Support 365-service is offered "AS IS" and your acceptance and use of the Live Support 365 service is at your sole discretion and risk. You shall be solely responsible for any damage to your network, software or computer or device system and any loss of data that may result from your acceptance and use of the Live Support 365 service". Finally, as for cancelling her card and expecting the refund to show up on the same card is a matter for her to take up with her bank, and is out of our control.Thank you for your time in regards to our response.If you have any questions regardingthis account, please feel free to contact me 9am-5pm EST during week days.
Sincerely, Shanna R
Customer Service

See Attached:

Thank you again for your efforts in contacting us about this issue. As stated previously, we continue to stand by our decision not to refund the customer's payment due to several reasons, and we consider this to be acting in good faith.
First, as stated in our prior correspondence, the customer was thoroughly informed about the different options available concerning our Live Support services. Our salesperson carefully explained the different packages available and what the prices would be. This included explaining that we offer Live Support for 1, 2, or 3 years as well as having different options depending on how many computers the customer would like to have covered. All of this was gone over repeatedly and the customer understood everything before making their decision to sign up for the 3 year package. As mentioned previously, we maintain a record of every phone call so this is very clearly documented.
Our Purchase Agreement, which the customer agreed to at the time of purchase, is very clear concerning refunds. We do not issue these once payment has been completed and service has been provided. With the initial refund request coming nearly one year after the purchase was made, this is simply not something that any reasonable retailer would be expected to do.
Finally, the customer's account remains active for the full three years of their service package and we recommend that they use the service at any time in order to feel that they are getting a good value for their money. While we understand that the customer may not have utilized the service in recent months, it remains available to them to take advantage of at any time for any computer problems they may be experiencing.
We appreciate that it is possible that the customer does not recall making the purchase, but it is not a retailer's responsibility to make sure that all of their customers remain fully aware of their purchase history at all times. Again, we would urge the customer to continue taking advantage of the great services that are available to them for the full three years as part of their Live Support package.
Thank you very much for your time.