Ascentive

I have looked into this customer's complaint and I do see that our system charged them twice on two different days. I have already initiated a refund for one of the charges. As for downloading the software, this can be done at any time for free from ascentive.com under the products tab. They can...

then use the activation credentials they received in the original email from us to activate the software on their computer. We 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 24 business hours.

[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 an option to pay the full amount up front. If I requested a refund, would they have refused to return any of it? I don't see how returning 1/3 of what I paid is an act of good faith. An act of good faith is my believing they might still be able to fix my computer and allowed them the chance. The fact that I tried multiple sessions is merely proof that their services were failures. They did not make my computer faster. They made it slower. It is that simple. 
My claims against Finally Fast having to rebrand from names like [redacted] and others are supported by respected sites. I am providing some links to support this. The 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]

To Whom It May Concern: 
Case Number:[redacted]
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I have reviewed the complaint issued by our mutual customer regarding their recent use of our product. In their complaint they claim that, after downloading our software, we "loaded an ad on" their computer. Our software does not include any ads at all. What 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 found. There will not be any ads on their computer in relation to Ascentive software.
They then say that the "ad" tells them that they have 114 problems on their computer and have to pay to get rid of them. Our software does require paid activation in order to perform the cleaning purpose that will resolve these problems. This is the entire point of the Finally Fast software.
It appears that this customer simply wishes to remove the software from their computer. For this, we have clear Uninstall Instructions that can be found on any of our websites. I 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 panel. From here choose “add or remove programs”, select the software you want to remove and click on remove. The Installer window will open. Choose remove, click next and follow the remaining prompts to uninstall your software.
To reinstall our software, please follow the steps above and restart your PC. Then download or run the software from your Backup CD and follow the prompts to install again.
Please share these instructions with the customer. This 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[redacted]
Customer Service
[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: Ascentive refuses to honor my request to  cancel the remaining two years of phone Live Support  and refund me the $400 out of the initial charge of $600. I believe the exact terms and cost  of the   phone Live Support service were presented  in a deceiving way. I give details below. Note that I am not asking for a refund for the  first year  out of the three, that just ended,  from March 2014 to March 2015. or $200.  I am just asking  for a refund for  the next two years until  end of March, 2017   and  in turn I will not  use their phone Live Support  service, which I do not want or need. I first requested this several times this past March in several calls to Ascentive,  well before the end of the first year of service which was on or around March 31. They refused.  
 Ascentive just repeats in their message to  the Revdex.com what they told me over the phone,  when I called them about this matter  back in March 2015. Their message to  the Revdex.com  does not explain the process by which they mislead the potential customers into  entering an agreement  were  the customer is charged  $600 or three times  what the customer believes  in good faith  that he or she has agreed to, which is $200 at the most. Then, if the customer  is not quick to find  this out within 10 days, Ascentive  will conveniently say that  they  will not  end the phone service coverage  and refund  the customer for services not yet rendered, that the customer does not want or need. This way the customer is  unwittingly and unexpectedly shackled into a very expensive three year  long term phone Live Support  service plan without recourse. Please read the following.
4,20,2015
Ascentive’s response 
message to the Revdex.com illustrates its deceptive practices.
It conveniently does
not make clear to the Revdex.com that 
what they call “ Live  Support
365  subscription” mentioned  in their message to the Revdex.com, which that
this is   a ONE year subscription,  is really a THREE year subscription  for which 
they charge $200 dollars PER YEAR
for EACH OF THE THREE  YEARS 
for a total of $600, UPFRONT. So the same thing happens when  they offer the service to the prospective
customer on the phone. When that say they
offer a ”Live Support 365 “subscription, it  is
in itself purposely   misleading and I believe a deceptive practice. There is a good reason why they don’t call it  Live Support 
365 X 3 or Live Support 730
(which is 365 days times three for the
three years). This is because the way they phrase it , the prospective
customer is less likely to notice that 
what they are deceptively offering is a phone Live Support service for $200 A YEAR but for  FOR EACH OF THREE years , which equals
$600 TOTAL instead of $200 total. Then they  bill
the customer’s credit card on record , 
and instead of billing $200 TOTAL, ONCE, which is what the customer was led to believe  is paying   for the totality  of the Live Support service, whether  it is for one year or three years at this time is not entirely clear,  and I think it is done on purpose,  Ascentive  bills  $200 THREE TIMES  on a monthly basis  the first three months. This way,  If the customer sees the first $200 charge on their credit card the first month , which the customer is expecting,  but does not pick up the  two additional $200 charged  monthly for the next two months,  for a total charge of $600 , then right   there  is where  Ascentive nails you. If the customer does not notice this  in the first 10 days after the payment, then
the customer is out of luck  as per Ascentive policy and practices. I believe precisely  because of this it is no accident that   the wording of the terms of the phone Live Support plan   is ambiguous. This is  so the customer is
deceived  into believing that the total
cost for the entire service plan  is $200, which is not a small amount to begin with for a Live Support service that the typical home computer user
like me  is going to rarely  use on a yearly basis, whether it is for a year or even three years altogether,  not to mention  $600, which is  really an excessive and unreasonable  sum to  pay, and  more so to  pay up front. Really,   $600 is crazy!   If the  Ascentive associate   had made it clear to me  that  $600  was the cost I would be paying, I would have declined  without hesitation their offer for phone Live Support right there and then.  And again,  it is precisely because of this is that I believe  the Ascentive associates  resort to  using  deceptive tactics, for I believe most reasonable people would find their phone Live Support plan for $600  unreasonably expensive and would no agree to purchase it if the terms were presented clearly,  honestly, and transparently.  Either way, I consider that    $200  would still  have been a  significant amount  to invest in the  Live Support service, whether it was for one or three years altogether.  Perhaps even  one might  agree  to try it the first time around for one year only ,  and then see if  it was practical, cost effective and  something one got to  use  with  often, and then, if  it was worth it,   purchase additional  years.  If, on the other hand it were  made clear  to the potential customer at the onset that a three year coverage would cost $600 ,  I believe most reasonable people, and I for sure,  would  have said no, thank you.  
 What Ascentive does is that when the  potential customer calls them for the first
time with a problem  for a one -time  service 
with their technicians  they also offer  to
sell you  their  antivirus and other software that they say optimize computer
performance. They  mention as well  that  for
$200  they  offer phone Live Support  coverage for computer issues as
needed.   As explained above, through misleading wording 
they make sure  not to
make it perfectly 
clear to the customer whether it
is $200 for one year  or for  ALL THREE YEARS of phone Live
Support or 
$200  PER YEAR  for EACH OF 
THREE YEARS which comes to $600
total.  If one does not catch this right away and  says yes to their offer, one is left with the impression that one
just agreed to a $200  TOTAL cost  for their phone Live Support  agreement whether it  is one or three years.There is no need to stick the prospective customer  with a three -year term of service for $600 upfront, which is scandalous,
and it is not an amount of money that I would normally agree to pay for three
years of a service  that I have never
used before, don’t know  how good it is
going to be, do not anticipate to use frequently anyway , not to mention that I  do
not  have need for five computers
coverage, which they throw as an additional incentive because  I have two computers and mostly use one.
So, what Ascentive does, if one says yes to their pitch,  is that they charge the customer’s credit card
  $200 EACH MONTH FOR THE FIRST THREE CONSECUTIVE  MONTHS for a total of $600 in advance for the three years, right at
the BEGINNING the first year and hope that the customer does not notice this within
10 days of the transaction, which is what happened to me. Then, like
they state in their letter to the Revdex.com, if the customer does not notice  and does not request a refund within the
first 10 days then the customer is out of luck and gets stuck in a three year
$600 Live Support Plan. This I consider deceptive and dishonest.
In addition to this, if one purchases one of their antivirus
software or any other of their software offerings,  Ascentive will automatically renew it at the end of EACH
year by charging the customer’s  credit
card on record. They will send you an e-mail 
a few weeks before the expiration of the year as a disclaimer saying
that the  year is about to expire  and that, UNLESS THE CUSTOMER CALLS THEM TO
CANCEL, they will automatically renew the software for another year and charge the credit card on record.  
If one overlooks their e-mail notice and does not call them to cancel
before the renewal date , then one unwittingly
gets stuck with an additional year of
their software for each one of their software titles that gets  automatically renewed.
In my particular case,  I contacted Ascentive
for the first time ever  around March
30, 2014 because I was having problems with my computer. Their  technician 
accessed  remotely my PC  to 
diagnose and fix the problem. On that day, during the same call, I also ended
up purchasing a one year subscription ,
to each of three  of their software programs- an  antivirus , a de cluttering  and  an
internet optimizing  software program.  I used my credit card  to pay for each . I also accepted an offer to
enroll in their phone Live Support service for what I believed was  an additional
$200 total
Moving forward,  in early 2015 ,I got an e-mail from Ascentive
saying that  my antivirus software and two other software products subscriptions
were up for  renewal for another year after the end of March. The e-mail stated   that 
each of the three subscriptions would renew 
automatically  and my credit
card  on record would be charged accordingly, UNLESS I called them to  cancel one or more subscription before their automatic
renewal date. When I read Ascentive’s e-mail I did not feel comfortable with this type of
automatic renewal because I think  it
is   geared  to keep subscriptions going,   hoping that the subscriber overlooks
the   automatic renewal notice e-mail  before  it  goes through  and  the subscriber's credit card on record gets billed.Then  the subscriber  gets stuck  with an additionalk year  whether he or she likes it or not. Indeed, I was not aware 
that   it worked that way until I
read Ascentive’s e-mail,  so  I
called  their customer service on March
18, 2015 to cancel  my automatic renewal to two, and possibly all
three software programs that I had
purchased back in March 2014,  which were about to expire on March 31, 2015.
With other antivirus programs like Norton and others that I have 
had in the past, one has to actively  renew at the end of each year or the subscription
expires. This way one has the option to renew if one is satisfied and continues needing the product. This I consider  an 
open, fair  and transparent practice and procedure that contrasts with Ascentive
practices.
During that same phone call to Ascentive, they told me they wanted to remind me  of their Live Support phone number in case I
needed to call their Live Support through March 2017  when my subscription  would end. I had forgotten about their phone Live Support. This alone  indicates how much I did
not use their  Live Support by phone   the previous 11 months. This is
when I became aware that besides their three one –year software products that were up for automatic renewal,  which was the reason  I called Ascentive in the first
place, I was also subscribed to a THREE -YEAR phone Live Support. So I asked more details about
the Live Support  service, which I really
did not recalled I had at the time, and in doing so, I LEARNED THAT  
HAD ACTUALLY  BEEN CAHRGED $200 THREE TIMES FOR A GRAND TOTAL of $600 
back in  March, April and May
2014, which I had not noticed before.
Evidently
It  seemed I had not called Ascentive more than one other time  in the whole past year after the initial call in March 2014, through
March 2015, so by now I only remained aware of 
their three software products that appeared in my computer screen  each time I turned my computer on, which were
up for the automatic renewal and did not recall that I  also had a separate phone Live Support. That is
also probably why, during my phone call, Ascentive  customer service recognized that I had not been using their Live Support by phone much the first year and  saw the need to remind
me of their phone number to call if I ever needed  to use their Live Support service. Had I been calling them with some
frequency to use their Live Support the previous 11 months, then there was no
need for them to want to remind me of
their phone number to call for Live Support. Not having used their life support much, hardly at all for the
previous 11 months, I actually thought by this time that having subscribed to their  antivirus and other two
software programs in March 2014 for one year,  was  what
allowed me to call Ascentive for Live Support in case I needed to.
After this phone call, and shocked  to learn for the first time that I had been charged
$600  back in 2014,  and 
upset that I had not noticed it, I went over my credit card file and confirmed
that indeed, I had been charged $200
three times back in 2014, in March, April and May of that  year. Evidently I did not reviewed my credit card
statements carefully enough back in 2014 to become aware of the second and third  charges after the initial $200 charge that I must have thought  was the entirety  of the cost  to me for the  Live Support by phone plan I had agreed to. If I had
noticed  the second and third $200 charges, I would have called Ascentive right away because I was not expecting those.
After I checked my credit card file, I called Ascentive and
explained the situation. I told them 
that until now I was unaware that I had been charged $600 for a
service I hardly use or need. I said that
I did not want to continue in their 3
year  Live  Support service for the remaining two years
through March  2017. I told them that had
I been aware at the beginning, back in March 2014, that I was going to be charged $600 up
front for a three-year phone Live Support I hardly use or need, I would have  refused the offer. They told me that the
Live Support by phone  agreement was a good deal because it covered several computers, I
believe they said five. I told them I have two computers  that I 
use, and I mostly use one so I do not need a
multi-computer service plan. I said that
for  the $600 I got charged  to my credit card, I  could  almost buy a  brand new
computer. I repeated that if I had known that I was going to be charged
$600 in advance for a three year 
multi-computer service plan I would have said no, and that I felt I had
been deceive. I told them that  I
acknowledged  that  it was 
my fault that I had not checked
my credit card  statements carefully
enough  in 2014 to pick this up, so I was perfectly OK with not asking for a
refund  of $200 for the year  March 2014 through March 2015 of the Live Support by phone  that was coming
to an end. I told them  that I considered $200 already a lot of money for me to pay  for
one year of Live Support that I hardly used, let alone to do it for three years -in
addition to at least $90 for the upcoming three software products that  would be automatically renewed  and charged to me at the end of March 2015
unless I cancelled the automatic renewal. I told
them  that I did not want to continue with the
remaining two years of Live Support service after the upcoming end of March 2015, and I just wanted a refund for the
remaining next two years through March 2017. They told me that I  only could have cancelled the Live Service agreement during
the first 10 days after my payment went through, back in 2014. I tried to explain to them again
that I did not know that I had been charged $600 then,   that the way I got enrolled was
deceptive, that until now I was unaware
I had been charged $200, times three, for 3 years of phone Live Support service, so I overlooked the second and third $200 charges during the subsequent two billing cycles of my credit card, charges that  I did not expect in the first place. I  expected   the  first  $200 charge the first month only  when I also bought the three software packages, each good for one year only.  I tried to make
them understand that I do not want or need
the Live Support for the next two years once March 2015 ended, and just wanted
$400 back of the $600 they charged me upfront. 
They remained adamant and said they would not refund me any money and on
top of that, they  rudely said that it was
up to me to use or not use their phone
Live Support until March 2017 regardless,
which was paid for already,  and no cancellation  was possible at  this time  and no money back  would be forthcoming at this time,
period.
I then asked for the
next level of customer service, a supervisor, to try bringing my case to. They
gave me a phone number, which I called well before 
the end of March 2014 when the first year of the three-year phone Live Support service would end, and the second year would start. I   had similar response and the customer service supervisor  refused to end
the agreement and refund me the $400 I was asking  for the next two years  of Live  Support  by phone service that I did not want or need
and to which, I told them I felt I had been bamboozled into in a most deceptive manner. I told 
Ascentive’s customer service   that  I would  then contact the Revdex.com
concerning this matter.  I also  called Ascentive’s headquarters after somehow finding their phone
number because customer service would not give it to me. I called many times and listened to automatic messages with  no opportunity to  leave a 
voice mail  until I finally got a live person on  the phone. 
She said she could not help me and
referred me back to customer service. So I was back on square one.
So I called the Revdex.com.
I just would like not to be compelled into continuing
with  Ascentive’s  phone Live Support for the next two years
through end of March of 2017 and get my $400 back from them. I do not understand why this would seem  unreasonable to them. I have not received goods or services for those  $400 and I did my best to explain my situation to them. I am OK with the $200 that I  already paid for the past year of Live  Support by phone since the year passed.  If they acted in good faith I do not see why they would not want to accommodate my request. I already cancelled the automatic renewal  to each of Ascentive’s three software products
that I had for the past year and that were due to renew around March 31, 2015. By looking the internet the last several weeks,  I found that it seems other people have  had similar  experiences and complaints concerning Ascentive and I wish they realize that their practices are not correct.
Thank you for your support in this matter.
Regards,
[redacted]

April 8th, 2015
To Whom It May Concern:I have reviewed the complaint issued by our mutual customer regarding their refund request from Ascentive. We stand by our actions of not giving...

him a refund and considering that to be an act of good faith. I 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 Mar. 30, 2015), the customer stated that they want a refund for our Live Support services. Our 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 10 days of your Live Support 365 subscription.” Within the first 10 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 browser. They identified and resolved these issues. They did not request a refund until well after all payments had been processed, and as such still have full access to the service.
The pertinent portion of the Purchase Agreement clearly states: “Any payment received by Ascentive prior to a termination of the Live Support 365 subscription for any reason shall be deemed payment for Ascentive providing the Live Support 365 service to you.” The initial cancellation request was a full year's worth of service. Our sales staff are very clear about what will be charged and what the customer has access to. This customer can continue using the Live Support service for the next two years. However, because the cancellation request was received after the payments have been processed then our Purchase Agreement is very clear.
Thank you for your time in regards to our response,
Sincerely,
Kevin D
Customer Service

December 2nd, 2014
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 response. We continue to stand by our actions of giving her a partial refund and considering that to be an act of good faith. I 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 links.
In a previous communication (sent Nov. 12, 2014), the customer stated that “the person on the phone convinced me to keep trying to use the technicians” after they had requested a refund. Having changed their mind at this point, the previous refund request would no longer be considered. In 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 it. During 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 10 days of your Live Support 365 subscription.” They then state that they “did attempt to use the service again", which would clearly indicate continued use of the product.
The pertinent portion of the Purchase Agreement clearly states: “Any payment received by Ascentive prior to a termination of the Live Support 365 subscription for any reason shall be deemed payment for Ascentive providing the Live Support 365 service to you.” As the initial cancellation request was withdrawn, we would retain anything paid prior to the later cancellation request. Our records clearly show that the customer received multiple instances of service spanning their non-refunded payment periods. Over the course of their 2 previous payment periods they had 3 closed and resolved tickets in addition to Ascentive providing them the option of unlimited technical support. As 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 claims.
Thank you for your time in regards to our response,
Sincerely,
Kevin DCustomer Service

May 22, 2014
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 computer. There was no dispute from the...

technicians over this, and he was encouraged to call us back at any time for assistance. We do apologize for any misunderstandings that occurred, and we have returned the disputed final two charges (amounting to 258.00 total – see attached documentation).

[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 Whom It May Concern: 
Case Number:[redacted]I have reviewed the complaint issued by our mutual customer regarding their recent use of our product. In their complaint they claim that, after downloading our software, we "loaded an ad on" their computer. Our software does not include any ads...

at all. What 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 found. There will not be any ads on their computer in relation to Ascentive software.They then say that the "ad" tells them that they have 114 problems on their computer and have to pay to get rid of them. Our software does require paid activation in order to perform the cleaning purpose that will resolve these problems. This is the entire point of the Finally Fast software.It appears that this customer simply wishes to remove the software from their computer. For this, we have clear Uninstall Instructions that can be found on any of our websites. I 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 panel. From here choose “add or remove programs”, select the software you want to remove and click on remove. The Installer window will open. Choose remove, click next and follow the remaining prompts to uninstall your software.To reinstall our software, please follow the steps above and restart your PC. Then download or run the software from your Backup CD and follow the prompts to install again.Please share these instructions with the customer. This 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[redacted]Customer Service[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]

Review: Ascentive uses pop-ups and other online ads to scare consumers like myself (who know little about computers)into purchasing unneeded software to fix fabricated and/or overstated computer problems. Unknown by me, my computer was infected with their software and I kept having pop ups tell me that my that my computer was infected, had registry errors, and so forth and that I needed to pay them 29.95 with my credit card to fix the errors. Finally the messages starting saying that my hard drive would soon fail, and not wanting to lose all my pictures, I gave them my credit card information to "fix" the problem. My son, after learning I had done this, was concerned that this was malware, and a quick google search showed him that Ascentive was actually sued in a class action lawsuit for their deceptive practices. He called their "customer support" to reverse the charges. After threatening to dispute the charges with my credit card company, they conceded to reverse the charge, but then charged me a "service fee" for the refund of 4.95 and refused to fund that. This is not a legitimate business, does not offer a legitimate service, and preys on people like me who know little about how the internet and computers work.Desired Settlement: A full refund of the charges on my card INCLUDING the $4.95 "refund" service fee.

Business

Response:

Thursday, December 26, 2013

The disputed charge of $4.95 on **. [redacted]’s account was not a refund service fee, but rather a non-refundable extended download service that the customer ordered with her software. [redacted] was not incorrect in disputing the refund of this additional fee; it is well-documented on both the purchase page and the terms of use E-mailed to the customer upon completion of the purchase. The software itself (FinallyFast registry cleaner) was refunded per the customer’s request on December 19th, and I’ve refunded the extended download service fee of $4.95 today. If there are any further questions, please feel free to contact me by phone or E-mail using the contact information below.

Sincerely,

Review: I responded to an offer to maintain my computer in top working condition for a period of two years resulting from a payment of $387 dollars charged to my credit card. Acentive employees worked on my machine several times and installed their trouble shooting software on my computer. After many days of correspondence with members of their staff, they gave up stating that my software had to be reloaded and they could not fix the problem. I took my machine to a local computer store where it was determined the problem was a virus which they removed and my computer returned to normal performance levels. So, Asentive did not perform as stated and I had to go elsewhere for problem resolution.

I have contacted [redacted] and have had two discussions with Acentive without resolution.Desired Settlement: Return my money to my credit card.

Business

Response:

See Attachment:

Review: Back on August 13, 2014 Reference # [redacted]. Call in the afternoon about my computer running slow. They advertise on [redacted]s web site. Call [redacted] regarding this matter August 27,2014.Bottom line is I requested them to not bill my card the same day of service with in hours of it. Do to computer isn't working properly still to this day. The manufacturer ** are will to take the laptop back to correct issues. Due to it is still under warranty. I been waiting to send do to the problems I been having with Ascentive LLC. I also email a letter to Ascentive LLC requesting credit back on the card. I did cancel that card that day with my bank. and also ask the bank to help get the money back. Received a new card and still checking my account to see for credit of $129.00 from Ascentive LLC, As of today after calling again to speak to Management which I was passed around for 1 hour. To hear I will send a email to management again. That was said back on August 13, 2014.Went on their web site www.ascentive.com under contact information is Ascentive LLC 50 South 16th Street Suite 3575 in Philadelphia,PA 10102 with only a fax number 215-320-6001. Looking for the $129.00 charge returned. They shouldn't have charged in the first place. They were well a where of the problems. To be told turn computer totally off and wait 15 mins. Really, these type of company shouldn't be able to take until at least 48 to 72 hrs. Plus you should be able to stop payment with your banks. They had to put in threw because it was pending already. This is all the information on this Complaint Ascentive LLC [redacted]-4879www.wehelp.cc220921864977414288August 13, 2014 Reference # [redacted]Desired Settlement: A full Refund of $129.00 immediately. That will be the only settlement I would take. I don't want to hear they are keeping it because of the service. The other part they say is stopped. I still have a slow computer and more pop ups. So have can they think they can keep my $129.00. Also filing complaint that [redacted] Company told me to do. I will post on the social media account for this company and their services. They have more then enough time. The faster they do it. The faster I stop.

Business

Response:

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 RCustomer Service

Consumer

Response:

[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]

Review: [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]

Review: My coputer, desktop and laptop were running bad, I called this service, the rep recommended that I do $140.00 service for both computer...be done in one day. They fixedneither computer, it took then about 5 days to not fix my computer and every phone call that was made was iniated by me.

I called one day to see if they had gotten Internet Explorer, I was told no , but they were fixing to go and they would work on it the next day...I followed it thru that night and installed it myself. The guy who sold me the package said he would get themto through me some free software and hook me up.

When none of this was done I called and asked if they had a gaurantee, I told the lady I was not satisfied, she said, they would return my money within 3 to 5 days. the 5th day I got a call fro some guy saying there was no way I was getting my money back. I called my bank and they stopped payment and then reimbursed the payment.Desired Settlement: I really don't trust the company to work on my computer.I spent five days with them working on this computer andit was suppose to be fixed in one day I was promised every night of the five it took. Then to have someone call and tell me there was no way I was getting my money back. AllI want is my money back

Review: I entered onto a 3 year contract with this company in March of this year.I was informed at that point the programs would be able to be transferred to a different computer if I did change.As luck would have it my old computer fell,rendering it useless. have been in contact with Ascentive many times concerning this and thus far nothing.No answers to Emails,waiting on hold for 1 hour .being transferred to technical support and either again on hold or disconnectedDesired Settlement: I would like to have my last two payments reimbursed to my credit card as obviously they have no intention of following through

Business

Response:

May 22, 2014In 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 computer. There was no dispute from the technicians over this, and he was encouraged to call us back at any time for assistance. We do apologize for any misunderstandings that occurred, and we have returned the disputed final two charges (amounting to 258.00 total – see attached documentation).

Consumer

Response:

[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.]

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,

Review: This company offered a computer repair service I thought I needed for virus/ security protection. All for $129 for three years coverage for technical services related to their programs. I asked for and received a refund of the full charges after I had removed the programming in March 2014. In April (18) 2014 and May (12)2014 I was biked again on my cc. I had heard that once this company gets your cc they apparently randomly charge against it after the service had been cancelled by the customer. After being fraudulently charged twice after canceling the service ?I believe this to be true. I contacted the company rep this evening who asked for the last two nos. of my card. He asked me if I was "[redacted]" and wanted me to know that it was because with only 2 nos he could only see that name. I told him that I believed it was fraud if he was charging a [redacted] for services I did not authorize at which time he became very rude. After waiting for him " a second"( more like ten minutes)

I heard the phone go dead of course. This was a ploy used by Them in March. At that point I proceeded to contact my bank and cancel the charges, close the account, and ask them to complete a refund of which they agreed to do.

I will keep the account closed so Ascentive cannot continue to access nor charge my card,

I feel this company should be investigated for fraudulent business practices and theft of consumer funds.Desired Settlement: Credit my account fully within ten days

Business

Response:

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:[redacted] purchased a Live Support 2 Year 1 PC subscription on 3/10/2014, agreeing to three consecutive monthly installments of 129.00 in exchange for unlimited access to Ascentive technicians. He spoke to tech and received service that day and on 3/12 in which issues were identified and resolved on his PC, including powercycling with Ascentive software, Software assistance, and removal of unwanted programs. We have a record of a cancellation request on /7/2014, which was processed by the billing department two days later on /9. 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 129.00 paid on /17/2014 (delayed 7 days from the payment date due to declined transactions), and have accepted the chargeback from /17 due to no service being received after the date of the charge. Seeing 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 resolved. Please see attached documentation, and do not hesitate to let me know if there are any questions.Sincerely,