I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Absolutely Mumbo Jumbo, offers a series of hansmall group online workshops to guide customers - Are you kidding me? I was told to sign a e document quickly and nothing I was told I was receiving was ever received nor offered, in fact when I called to get help they told me I had to pay more $ and what I purchased would not suite my needsAt that point again, my sales rep quit, and I specifically demanded to refund my $ as I have no use for this serviceAfter months of continuing to bill my credit card, and even after I contact a superior representative in July, it still took over a month for a response and they AGAIN BILLED METhe only resolution I will accept is a full refund of my funds spent in the amount of $3,- I have 100% never logged in or received any services from your companyThis will be escalated to legal representation no matter how much it costs me and other aggressive reviews in all aspects if not resolved asap Regards, [redacted]
Customer was contacted via email and offered the opportunity to settle the matter for the balance of the unpaid invoices from January through March totaling $ The customer signed a month agreement and received service for three months On March 21, we received and honored a request for cancellation The service was terminated and no further invoices were issued No payments were ever received When several overdue invoice notifications did not elicit a response, the account was submitted to a collection agency for the balance of the contract plus the unpaid invoices
[redacted] signed a month contract for Autotask Endpoint Management in September 2016, paid annuallyThis included licenses of the Autotask Endpoint Management product, and our Virtual Lab implementation, which offers a series of hansmall group online workshops to guide customers through the core setup steps to become productive with Autotask Endpoint Management [redacted] was provided access to register for these sessions upon contract signature, with a variety of sessions available weekly, however have not completed any of the sessions in the seriesThese sessions are available through the implementation fee already paid for by [redacted] , at no further charge [redacted] subsequently signed a new month contract in January 2017, adding user license of our PSA product paid quarterly, as well as a Virtual Lab implementation for Autotask PSA [redacted] has not completed any of the available Virtual Lab sessions for PSA, which remain available to them with a variety of sessions available weeklyAdditional custom consulting is available to customers upon request, on an hourly basisHowever, this individualized consulting is optional, and is above and beyond what was already paid for by [redacted] [redacted] was offered a concession to not move forward with Autotask, and was allowed to exit both 48-month contracts as of August 2017, with the remaining contract term forgivenHowever, no refund is due for past months of service, and early exit from their year agreement was offered in good faith
We are in receipt of the complaint and are investigating the customer's concern We will provide a response by close of business 8/and propose a resolution as quickly thereafter as possible
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] ***
***, In accordance with your decision to go in a direction that does not involve the Autotask product, I have arranged the following: 1) Autotask will terminate your contract effective April 1, You will not receive any additional invoices, and after April 1, you will no longer be able to access your account2) Since it is unclear why you were asked to add another user, and that user did not consume resources of any consequence during the days it was active, we will refund the associated $fee assessed in March If you find these terms acceptable, please respond with an email to that effect No further action will be required of you Kindly contact me if you have questions or concerns I wish you success as you endeavor to address your business requirementRegards [redacted] Customer Success Manager [redacted] | Headquarters From: [redacted] Sent: Wednesday, March 23, 4:AM To: [redacted] Subject: RE: Autotask Hi [redacted] , I want to first thank you for your phone call earlier this week It was appreciated and the conversation was an improvement over the experience that we have had with Autotask over the last year As I stated on our conversation I would make a decision quickly and I appreciate you allowing me to do just thatAfter careful consideration of the product and its functionality I have decided that it was best for us to go another direction The lack of customer support, no functionality of services subscribed to, no returned phone calls and overall lack of interest to treat us as a customer is below any acceptable level and was from the beginning I just could not take up the battle to drive out a positive result with the system(s) Autotask had in place and it was only after the unauthorized charges that it heightened it to a level that forced me to take actionSo with that said, and no desire to rehash further the issues mentioned earlier, I think it best to wrap everything up and go a different direction What that will look like depends on what you are empowered to do If you would be so kind as to let me know when this can happen, we will drive forward with a date For us, we could discontinue services on the anniversary date in April Best Regards, [redacted] From: [redacted] Sent: Friday, March 18, 5:PM To: [redacted] Subject: Autotask Dear [redacted] ***, I am in receipt of a copy of your letter to the Revdex.com, describing your experience with our company I’m disappointed and would like to understand the details and discuss how we can expeditiously address your concerns Please suggest some convenient dates and times when I could speak with you by telephone I will confirm the date and time and phone you Regards,
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The company provided this offer of resolution via email: ***, Many thanks for your time yesterday to review your concerns and patiently review your experience You conveyed your concerns concisely, and I appreciate the professional approach you took to helping me understandI have managed to get an expedited judgement in your case In addition to your account being brought current, Autotask will provide a one month credit to your account which will be applied to your September invoice In total, you will have received two months compensation While the situation surrounding your payments has been confusing, Autotask has received just $from your [redacted] account to date (You should be able to verify this through your [redacted] account – for our documentation, please see below) Your account billings for April through August total $1, As you discussed with Jeff Ppreviously, Autotask is considering your account as paid to date, and your balance is now zeroWe conducted a detailed review of your on-boarding experience In summary, we normally get through this process in 30-days and therefore are providing you a one-month credit for the extended time it took to provide access to your imported dataWe value you as a customer and look forward to our continued partnership Please contact me if you have any questions regarding your account or the credits issued I replied via email: Richard, Thank you for the summary I appreciate and accept the additional credit due to the onboarding issue However, I would like the record to stand that my [redacted] credit card receipts show a total of $1,in payments: 5/- $8/- $8/- $I do not consider the “one month” adjustment of past billing to be any kind of courtesy From my point of view, Autotask is finally acknowledging payments which I have made and offering one month in service credit (September 2016) due to the onboarding issues If Autotask wishes me to consider a different point of view, we need to have further conversations before the Revdex.com asks me to update the case for resolutionThank you for your efforts in resolving this! Regards, [redacted]
Mr*** from *** *** began his implementation of our software in June 2015. As Mr*** completed his product training, he cited an expectation that a data conversion/migration of his legacy data from ***.com would be provided as part of the implementation at
no charge. This is not a service which is included in our standard implementation offering, however was offered as an optional paid service at that time should it be needed. After further discussion with Mr***, this service was then offered at no charge on June 25th, provided that Mr*** could populate our standard data import templates with his legacy data to be migrated, to ensure the quality of the data. We unfortunately received no further response from Mr*** with his completed data import templates, so this service could not be completed by our Database Administrators for him. Our Customer Success team followed up with Mr*** on July 14th to confirm that we had not received his data, and reiterated the concession on the data import service fees. No further communication was received from Mr***, prior to the creation of this formal Revdex.com complaint
An e-mail has been sent to Mr*** on Aug confirming that his outstanding balance has been waived, his account has been cancelled effective immediately, and his remaining obligation to his 36-month contract has been cancelled as well, based on the concerns submitted via this Revdex.com complaint. Should Mr*** elect to move forward with his data import, his Account Manager will be happy to assist
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I really appreciate this reasonable responseThanks!
Regards,
*** ***
[redacted], In accordance with your decision to go in a direction that does not involve the Autotask product, I have arranged the following: 1) Autotask will terminate your contract effective April 1, 2016. You will not receive any additional invoices, and after April...
1, you will no longer be able to access your account. 2) Since it is unclear why you were asked to add another user, and that user did not consume resources of any consequence during the 3 days it was active, we will refund the associated $95 fee assessed in March If you find these terms acceptable, please respond with an email to that effect. No further action will be required of you. Kindly contact me if you have questions or concerns. I wish you success as you endeavor to address your business requirement. Regards. [redacted] Customer Success Manager [redacted] | Headquarters From: [redacted] Sent: Wednesday, March 23, 2016 4:19 AM To: [redacted] Subject: RE: Autotask Hi [redacted], I want to first thank you for your phone call earlier this week. It was appreciated and the conversation was an improvement over the experience that we have had with Autotask over the last year. As I stated on our conversation I would make a decision quickly and I appreciate you allowing me to do just that. After careful consideration of the product and its functionality I have decided that it was best for us to go another direction. The lack of customer support, no functionality of services subscribed to, no returned phone calls and overall lack of interest to treat us as a customer is below any acceptable level and was from the beginning. I just could not take up the battle to drive out a positive result with the system(s) Autotask had in place and it was only after the unauthorized charges that it heightened it to a level that forced me to take action. So with that said, and no desire to rehash further the issues mentioned earlier, I think it best to wrap everything up and go a different direction. What that will look like depends on what you are empowered to do. If you would be so kind as to let me know when this can happen, we will drive forward with a date. For us, we could discontinue services on the anniversary date in April. Best Regards, [redacted] From: [redacted] Sent: Friday, March 18, 2016 5:04 PM To: [redacted] Subject: Autotask Dear [redacted], I am in receipt of a copy of your letter to the Revdex.com, describing your experience with our company. I’m disappointed and would like to understand the details and discuss how we can expeditiously address your concerns. Please suggest some convenient dates and times when I could speak with you by telephone. I will confirm the date and time and phone you. Regards,
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Revdex.com spoke to Ben and the following was relayed: All collection activity for this account has been stopped and is no longer being pursued. It appears this account was sent to a third party collector in error when we switched agencies – but that error was rectified last month as soon as it was...
Autotask has further discussed this matter with our customer and have agreed to the following: - the customer has provided sufficient evidence of payments made in accordance with the invoices issued. His account is fully paid and in good standing. - Autotask has provided two months credit to the account to compensate for delays in making the customer's data available in the system. We appreciate the customer's approach to resolving these issues and look forward to maintaining a productive business relationship going forward.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have...
determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The company provided this offer of resolution via email: [redacted], Many thanks for your time yesterday to review your concerns and patiently review your experience. You conveyed your concerns concisely, and I appreciate the professional approach you took to helping me understand. I have managed to get an expedited judgement in your case. In addition to your account being brought current, Autotask will provide a one month credit to your account which will be applied to your September invoice. In total, you will have received two months compensation. While the situation surrounding your payments has been confusing, Autotask has received just $975 from your [redacted] account to date. (You should be able to verify this through your [redacted] account – for our documentation, please see below). Your account billings for April through August total $1,125. As you discussed with Jeff P. previously, Autotask is considering your account as paid to date, and your balance is now zero. We conducted a detailed review of your on-boarding experience. In summary, we normally get through this process in 30-60 days and therefore are providing you a one-month credit for the extended time it took to provide access to your imported data. We value you as a customer and look forward to our continued partnership. Please contact me if you have any questions regarding your account or the credits issued. <end of company response to me> I replied via email: Richard, Thank you for the summary. I appreciate and accept the additional credit due to the onboarding issue. However, I would like the record to stand that my [redacted] credit card receipts show a total of $1,125.00 in payments: 5/28 - $450 8/1 - $225 8/23 - $450 I do not consider the “one month” adjustment of past billing to be any kind of courtesy. From my point of view, Autotask is finally acknowledging payments which I have made and offering one month in service credit (September 2016) due to the onboarding issues. If Autotask wishes me to consider a different point of view, we need to have further conversations before the Revdex.com asks me to update the case for resolution. Thank you for your efforts in resolving this! <end of [redacted]' First Email> After some inquiry, I was asked if/why the offer did not satisfy me. I provided the following response:' <beginning of [redacted]' Second Email> They do not meet my request. There have been two issues at hand which I have gone over very concisely with Rick yesterday. Issue #1: I reported to the Revdex.com a payment issue. I was not getting credit for paying May 2016 even though I did. I paid Autotask $450.00 on May 28th. Autotask claims that they did not receive payment. I have receipts which show I paid, and I have gone as far as to document the cash flowing from my checking account all the way to where the merchant account system should have taken over and funded you. I have in good faith submitted a tremendous amount of banking documentation. In my opinion, if my client came to me with proof they paid my bill, and I didn’t get the funds I thought I should, I would be crediting my clients’ account due to the error and working on a resolution with my financial provider, not forcing my client to continue to prove that they paid their bill. Offering one of the two months of credit which I asked for as the Account adjustment is really not fair. To put it in bold words: I do not care that your accounts department made an error. It’s not my fault you lost $225.00 and cannot find it. It is rather unfair to ask me to make whole again something which I already did. AutoTask is wrong and needs to admit it rather than put the blame in some way on me or my company. In my Revdex.com complaint I wanted AutoTask to acknowledge the payments I have made and adjust my account accordingly. I consider the matter to be resolved in the point of view that “Autotask now claims I have paid my bill appropriately through August 2016, or 5 months of billing”. Issue #2. I reported to the Revdex.com that I was unable to use the system due to onboarding issues from April until mid-July. In the Revdex.com complaint I requested for resolution two months service credit to compensate me for the inability to effectively use Autotask for April and May. This request was also what I discussed with Rick. Possible Resolutions: To spell it out very plainly: If Autotask would like me to report to the Revdex.com that everything is resolved to my satisfaction and Revdex.com complaint, I cannot do that truthfully. If Autotask would like me to report to the Revdex.com that Accounts Department has corrected my balance due to funds actually paid, and offered one month service credit in an effort to resolve the matter , I can report that truthfully, as that is my point of view. If Autotask would like me to report to the Revdex.com that everything is resolved to my request of two months service credit, then AutoTask needs to offer service credit for October 2016 in addition to September 2016. <end of [redacted]' Second email> Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Absolutely Mumbo Jumbo, offers a series of hands-on small group online workshops to guide customers - Are you kidding me? I was told to sign a e document quickly and nothing I was told I was receiving was ever received nor offered, in fact when I called to get help they told me I had to pay more $ and what I purchased would not suite my needs. At that point again, my sales rep quit, and I specifically demanded to refund my $ as I have no use for this service. After 6 months of continuing to bill my credit card, and even after I contact a superior representative in July, it still took over a month for a response and they AGAIN BILLED ME. The only resolution I will accept is a full refund of my funds spent in the amount of $3,504.00 - I have 100% never logged in or received any services from your company. This will be escalated to legal representation no matter how much it costs me and other aggressive reviews in all aspects if not resolved asap.
Regards,
[redacted]
[redacted] signed a 48 month contract for Autotask Endpoint Management in September 2016, paid annually. This included 75 licenses of the Autotask Endpoint Management product, and our Virtual Lab implementation, which offers a series of hands-on small group online workshops to guide...
customers through the core setup steps to become productive with Autotask Endpoint Management. [redacted] was provided access to register for these sessions upon contract signature, with a variety of sessions available weekly, however have not completed any of the sessions in the series. These sessions are available through the implementation fee already paid for by [redacted], at no further charge. [redacted] subsequently signed a new 48 month contract in January 2017, adding 1 user license of our PSA product paid quarterly, as well as a Virtual Lab implementation for Autotask PSA. [redacted] has not completed any of the available Virtual Lab sessions for PSA, which remain available to them with a variety of sessions available weekly. Additional custom consulting is available to customers upon request, on an hourly basis. However, this individualized consulting is optional, and is above and beyond what was already paid for by [redacted] was offered a concession to not move forward with Autotask, and was allowed to exit both 48-month contracts as of August 2017, with the remaining contract term forgiven. However, no refund is due for past months of service, and early exit from their 4 year agreement was offered in good faith.
On November 3, 2015, this customer agreed to a 36 month contract with Autotask, subscribing to both our PSA and [redacted] products. Nowhere in the agreement is there a “trial period” or other defined means to exit the contract after one month. The customer paid for the services for November...
2015 and December 2015. The credit card charges for Jan-Mar did not successfully process and the “invalid account number” message from the credit card processor suggests the card the customer provided for autopay was cancelled. On January 5, 2016, the customer requested cancellation of both products. He was informed in writing that this was not possible under the terms of his contract. In the same correspondence he was offered the opportunity for assistance in using the products to ensure he was deriving value from his investment. ** * Technology - Standard Support Package Contract. Hi xxx, My name is nnn, Customer Success Specialist with Autotask; I am following up on your request to cancel your Autotask and [redacted] subscription. I am sorry to hear that both are not something you see of value presently. If you could give further insight as to why you are moving away then this will be useful to escalate feature requests, improvements and other ways of improving our solution to better meet your needs later.I have had a chance to review your contract signed in November 2015 which is a 36 month contract. This contract will expire in November 2018 and does not include an exit clause. You will continue to have access to the database and support services until the contract expiration date. If you are interested in reviewing how you are currently using Autotask and want to automate your processes we can set something up. If you would like to see about o
We are in receipt of the complaint and are investigating the customer's concern. We will provide a response by close of business 8/19 and propose a resolution as quickly thereafter as possible.
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]
Customer was contacted via email and offered the opportunity to settle the matter for the balance of the unpaid invoices from January through March totaling $315. The customer signed a 36 month agreement and received service for three months. On March 21, we received and honored a...
request for cancellation. The service was terminated and no further invoices were issued. No payments were ever received. When several overdue invoice notifications did not elicit a response, the account was submitted to a collection agency for the balance of the contract plus the unpaid invoices.
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Absolutely Mumbo Jumbo, offers a series of hansmall group online workshops to guide customers - Are you kidding me? I was told to sign a e document quickly and nothing I was told I was receiving was ever received nor offered, in fact when I called to get help they told me I had to pay more $ and what I purchased would not suite my needsAt that point again, my sales rep quit, and I specifically demanded to refund my $ as I have no use for this serviceAfter months of continuing to bill my credit card, and even after I contact a superior representative in July, it still took over a month for a response and they AGAIN BILLED METhe only resolution I will accept is a full refund of my funds spent in the amount of $3,- I have 100% never logged in or received any services from your companyThis will be escalated to legal representation no matter how much it costs me and other aggressive reviews in all aspects if not resolved asap Regards, [redacted]
Customer was contacted via email and offered the opportunity to settle the matter for the balance of the unpaid invoices from January through March totaling $ The customer signed a month agreement and received service for three months On March 21, we received and honored a request for cancellation The service was terminated and no further invoices were issued No payments were ever received When several overdue invoice notifications did not elicit a response, the account was submitted to a collection agency for the balance of the contract plus the unpaid invoices
[redacted] signed a month contract for Autotask Endpoint Management in September 2016, paid annuallyThis included licenses of the Autotask Endpoint Management product, and our Virtual Lab implementation, which offers a series of hansmall group online workshops to guide customers through the core setup steps to become productive with Autotask Endpoint Management [redacted] was provided access to register for these sessions upon contract signature, with a variety of sessions available weekly, however have not completed any of the sessions in the seriesThese sessions are available through the implementation fee already paid for by [redacted] , at no further charge [redacted] subsequently signed a new month contract in January 2017, adding user license of our PSA product paid quarterly, as well as a Virtual Lab implementation for Autotask PSA [redacted] has not completed any of the available Virtual Lab sessions for PSA, which remain available to them with a variety of sessions available weeklyAdditional custom consulting is available to customers upon request, on an hourly basisHowever, this individualized consulting is optional, and is above and beyond what was already paid for by [redacted] [redacted] was offered a concession to not move forward with Autotask, and was allowed to exit both 48-month contracts as of August 2017, with the remaining contract term forgivenHowever, no refund is due for past months of service, and early exit from their year agreement was offered in good faith
We are in receipt of the complaint and are investigating the customer's concern We will provide a response by close of business 8/and propose a resolution as quickly thereafter as possible
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] ***
***, In accordance with your decision to go in a direction that does not involve the Autotask product, I have arranged the following: 1) Autotask will terminate your contract effective April 1, You will not receive any additional invoices, and after April 1, you will no longer be able to access your account2) Since it is unclear why you were asked to add another user, and that user did not consume resources of any consequence during the days it was active, we will refund the associated $fee assessed in March If you find these terms acceptable, please respond with an email to that effect No further action will be required of you Kindly contact me if you have questions or concerns I wish you success as you endeavor to address your business requirementRegards [redacted] Customer Success Manager [redacted] | Headquarters From: [redacted] Sent: Wednesday, March 23, 4:AM To: [redacted] Subject: RE: Autotask Hi [redacted] , I want to first thank you for your phone call earlier this week It was appreciated and the conversation was an improvement over the experience that we have had with Autotask over the last year As I stated on our conversation I would make a decision quickly and I appreciate you allowing me to do just thatAfter careful consideration of the product and its functionality I have decided that it was best for us to go another direction The lack of customer support, no functionality of services subscribed to, no returned phone calls and overall lack of interest to treat us as a customer is below any acceptable level and was from the beginning I just could not take up the battle to drive out a positive result with the system(s) Autotask had in place and it was only after the unauthorized charges that it heightened it to a level that forced me to take actionSo with that said, and no desire to rehash further the issues mentioned earlier, I think it best to wrap everything up and go a different direction What that will look like depends on what you are empowered to do If you would be so kind as to let me know when this can happen, we will drive forward with a date For us, we could discontinue services on the anniversary date in April Best Regards, [redacted] From: [redacted] Sent: Friday, March 18, 5:PM To: [redacted] Subject: Autotask Dear [redacted] ***, I am in receipt of a copy of your letter to the Revdex.com, describing your experience with our company I’m disappointed and would like to understand the details and discuss how we can expeditiously address your concerns Please suggest some convenient dates and times when I could speak with you by telephone I will confirm the date and time and phone you Regards,
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The company provided this offer of resolution via email: ***, Many thanks for your time yesterday to review your concerns and patiently review your experience You conveyed your concerns concisely, and I appreciate the professional approach you took to helping me understandI have managed to get an expedited judgement in your case In addition to your account being brought current, Autotask will provide a one month credit to your account which will be applied to your September invoice In total, you will have received two months compensation While the situation surrounding your payments has been confusing, Autotask has received just $from your [redacted] account to date (You should be able to verify this through your [redacted] account – for our documentation, please see below) Your account billings for April through August total $1, As you discussed with Jeff Ppreviously, Autotask is considering your account as paid to date, and your balance is now zeroWe conducted a detailed review of your on-boarding experience In summary, we normally get through this process in 30-days and therefore are providing you a one-month credit for the extended time it took to provide access to your imported dataWe value you as a customer and look forward to our continued partnership Please contact me if you have any questions regarding your account or the credits issued I replied via email: Richard, Thank you for the summary I appreciate and accept the additional credit due to the onboarding issue However, I would like the record to stand that my [redacted] credit card receipts show a total of $1,in payments: 5/- $8/- $8/- $I do not consider the “one month” adjustment of past billing to be any kind of courtesy From my point of view, Autotask is finally acknowledging payments which I have made and offering one month in service credit (September 2016) due to the onboarding issues If Autotask wishes me to consider a different point of view, we need to have further conversations before the Revdex.com asks me to update the case for resolutionThank you for your efforts in resolving this! Regards, [redacted]
Mr*** from *** *** began his implementation of our software in June 2015. As Mr*** completed his product training, he cited an expectation that a data conversion/migration of his legacy data from ***.com would be provided as part of the implementation at
no charge. This is not a service which is included in our standard implementation offering, however was offered as an optional paid service at that time should it be needed. After further discussion with Mr***, this service was then offered at no charge on June 25th, provided that Mr*** could populate our standard data import templates with his legacy data to be migrated, to ensure the quality of the data. We unfortunately received no further response from Mr*** with his completed data import templates, so this service could not be completed by our Database Administrators for him. Our Customer Success team followed up with Mr*** on July 14th to confirm that we had not received his data, and reiterated the concession on the data import service fees. No further communication was received from Mr***, prior to the creation of this formal Revdex.com complaint
An e-mail has been sent to Mr*** on Aug confirming that his outstanding balance has been waived, his account has been cancelled effective immediately, and his remaining obligation to his 36-month contract has been cancelled as well, based on the concerns submitted via this Revdex.com complaint. Should Mr*** elect to move forward with his data import, his Account Manager will be happy to assist
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I really appreciate this reasonable responseThanks!
Regards,
*** ***
[redacted], In accordance with your decision to go in a direction that does not involve the Autotask product, I have arranged the following: 1) Autotask will terminate your contract effective April 1, 2016. You will not receive any additional invoices, and after April...
1, you will no longer be able to access your account. 2) Since it is unclear why you were asked to add another user, and that user did not consume resources of any consequence during the 3 days it was active, we will refund the associated $95 fee assessed in March If you find these terms acceptable, please respond with an email to that effect. No further action will be required of you. Kindly contact me if you have questions or concerns. I wish you success as you endeavor to address your business requirement. Regards. [redacted] Customer Success Manager [redacted] | Headquarters From: [redacted] Sent: Wednesday, March 23, 2016 4:19 AM To: [redacted] Subject: RE: Autotask Hi [redacted], I want to first thank you for your phone call earlier this week. It was appreciated and the conversation was an improvement over the experience that we have had with Autotask over the last year. As I stated on our conversation I would make a decision quickly and I appreciate you allowing me to do just that. After careful consideration of the product and its functionality I have decided that it was best for us to go another direction. The lack of customer support, no functionality of services subscribed to, no returned phone calls and overall lack of interest to treat us as a customer is below any acceptable level and was from the beginning. I just could not take up the battle to drive out a positive result with the system(s) Autotask had in place and it was only after the unauthorized charges that it heightened it to a level that forced me to take action. So with that said, and no desire to rehash further the issues mentioned earlier, I think it best to wrap everything up and go a different direction. What that will look like depends on what you are empowered to do. If you would be so kind as to let me know when this can happen, we will drive forward with a date. For us, we could discontinue services on the anniversary date in April. Best Regards, [redacted] From: [redacted] Sent: Friday, March 18, 2016 5:04 PM To: [redacted] Subject: Autotask Dear [redacted], I am in receipt of a copy of your letter to the Revdex.com, describing your experience with our company. I’m disappointed and would like to understand the details and discuss how we can expeditiously address your concerns. Please suggest some convenient dates and times when I could speak with you by telephone. I will confirm the date and time and phone you. Regards,
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Revdex.com spoke to Ben and the following was relayed: All collection activity for this account has been stopped and is no longer being pursued. It appears this account was sent to a third party collector in error when we switched agencies – but that error was rectified last month as soon as it was...
discovered.
Autotask has further discussed this matter with our customer and have agreed to the following: - the customer has provided sufficient evidence of payments made in accordance with the invoices issued. His account is fully paid and in good standing. - Autotask has provided two months credit to the account to compensate for delays in making the customer's data available in the system. We appreciate the customer's approach to resolving these issues and look forward to maintaining a productive business relationship going forward.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have...
determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The company provided this offer of resolution via email: [redacted], Many thanks for your time yesterday to review your concerns and patiently review your experience. You conveyed your concerns concisely, and I appreciate the professional approach you took to helping me understand. I have managed to get an expedited judgement in your case. In addition to your account being brought current, Autotask will provide a one month credit to your account which will be applied to your September invoice. In total, you will have received two months compensation. While the situation surrounding your payments has been confusing, Autotask has received just $975 from your [redacted] account to date. (You should be able to verify this through your [redacted] account – for our documentation, please see below). Your account billings for April through August total $1,125. As you discussed with Jeff P. previously, Autotask is considering your account as paid to date, and your balance is now zero. We conducted a detailed review of your on-boarding experience. In summary, we normally get through this process in 30-60 days and therefore are providing you a one-month credit for the extended time it took to provide access to your imported data. We value you as a customer and look forward to our continued partnership. Please contact me if you have any questions regarding your account or the credits issued. <end of company response to me> I replied via email: Richard, Thank you for the summary. I appreciate and accept the additional credit due to the onboarding issue. However, I would like the record to stand that my [redacted] credit card receipts show a total of $1,125.00 in payments: 5/28 - $450 8/1 - $225 8/23 - $450 I do not consider the “one month” adjustment of past billing to be any kind of courtesy. From my point of view, Autotask is finally acknowledging payments which I have made and offering one month in service credit (September 2016) due to the onboarding issues. If Autotask wishes me to consider a different point of view, we need to have further conversations before the Revdex.com asks me to update the case for resolution. Thank you for your efforts in resolving this! <end of [redacted]' First Email> After some inquiry, I was asked if/why the offer did not satisfy me. I provided the following response:' <beginning of [redacted]' Second Email> They do not meet my request. There have been two issues at hand which I have gone over very concisely with Rick yesterday. Issue #1: I reported to the Revdex.com a payment issue. I was not getting credit for paying May 2016 even though I did. I paid Autotask $450.00 on May 28th. Autotask claims that they did not receive payment. I have receipts which show I paid, and I have gone as far as to document the cash flowing from my checking account all the way to where the merchant account system should have taken over and funded you. I have in good faith submitted a tremendous amount of banking documentation. In my opinion, if my client came to me with proof they paid my bill, and I didn’t get the funds I thought I should, I would be crediting my clients’ account due to the error and working on a resolution with my financial provider, not forcing my client to continue to prove that they paid their bill. Offering one of the two months of credit which I asked for as the Account adjustment is really not fair. To put it in bold words: I do not care that your accounts department made an error. It’s not my fault you lost $225.00 and cannot find it. It is rather unfair to ask me to make whole again something which I already did. AutoTask is wrong and needs to admit it rather than put the blame in some way on me or my company. In my Revdex.com complaint I wanted AutoTask to acknowledge the payments I have made and adjust my account accordingly. I consider the matter to be resolved in the point of view that “Autotask now claims I have paid my bill appropriately through August 2016, or 5 months of billing”. Issue #2. I reported to the Revdex.com that I was unable to use the system due to onboarding issues from April until mid-July. In the Revdex.com complaint I requested for resolution two months service credit to compensate me for the inability to effectively use Autotask for April and May. This request was also what I discussed with Rick. Possible Resolutions: To spell it out very plainly: If Autotask would like me to report to the Revdex.com that everything is resolved to my satisfaction and Revdex.com complaint, I cannot do that truthfully. If Autotask would like me to report to the Revdex.com that Accounts Department has corrected my balance due to funds actually paid, and offered one month service credit in an effort to resolve the matter , I can report that truthfully, as that is my point of view. If Autotask would like me to report to the Revdex.com that everything is resolved to my request of two months service credit, then AutoTask needs to offer service credit for October 2016 in addition to September 2016. <end of [redacted]' Second email> Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Absolutely Mumbo Jumbo, offers a series of hands-on small group online workshops to guide customers - Are you kidding me? I was told to sign a e document quickly and nothing I was told I was receiving was ever received nor offered, in fact when I called to get help they told me I had to pay more $ and what I purchased would not suite my needs. At that point again, my sales rep quit, and I specifically demanded to refund my $ as I have no use for this service. After 6 months of continuing to bill my credit card, and even after I contact a superior representative in July, it still took over a month for a response and they AGAIN BILLED ME. The only resolution I will accept is a full refund of my funds spent in the amount of $3,504.00 - I have 100% never logged in or received any services from your company. This will be escalated to legal representation no matter how much it costs me and other aggressive reviews in all aspects if not resolved asap.
Regards,
[redacted]
[redacted] signed a 48 month contract for Autotask Endpoint Management in September 2016, paid annually. This included 75 licenses of the Autotask Endpoint Management product, and our Virtual Lab implementation, which offers a series of hands-on small group online workshops to guide...
customers through the core setup steps to become productive with Autotask Endpoint Management. [redacted] was provided access to register for these sessions upon contract signature, with a variety of sessions available weekly, however have not completed any of the sessions in the series. These sessions are available through the implementation fee already paid for by [redacted], at no further charge. [redacted] subsequently signed a new 48 month contract in January 2017, adding 1 user license of our PSA product paid quarterly, as well as a Virtual Lab implementation for Autotask PSA. [redacted] has not completed any of the available Virtual Lab sessions for PSA, which remain available to them with a variety of sessions available weekly. Additional custom consulting is available to customers upon request, on an hourly basis. However, this individualized consulting is optional, and is above and beyond what was already paid for by [redacted] was offered a concession to not move forward with Autotask, and was allowed to exit both 48-month contracts as of August 2017, with the remaining contract term forgiven. However, no refund is due for past months of service, and early exit from their 4 year agreement was offered in good faith.
On November 3, 2015, this customer agreed to a 36 month contract with Autotask, subscribing to both our PSA and [redacted] products. Nowhere in the agreement is there a “trial period” or other defined means to exit the contract after one month. The customer paid for the services for November...
2015 and December 2015. The credit card charges for Jan-Mar did not successfully process and the “invalid account number” message from the credit card processor suggests the card the customer provided for autopay was cancelled. On January 5, 2016, the customer requested cancellation of both products. He was informed in writing that this was not possible under the terms of his contract. In the same correspondence he was offered the opportunity for assistance in using the products to ensure he was deriving value from his investment. ** * Technology - Standard Support Package Contract. Hi xxx, My name is nnn, Customer Success Specialist with Autotask; I am following up on your request to cancel your Autotask and [redacted] subscription. I am sorry to hear that both are not something you see of value presently. If you could give further insight as to why you are moving away then this will be useful to escalate feature requests, improvements and other ways of improving our solution to better meet your needs later.I have had a chance to review your contract signed in November 2015 which is a 36 month contract. This contract will expire in November 2018 and does not include an exit clause. You will continue to have access to the database and support services until the contract expiration date. If you are interested in reviewing how you are currently using Autotask and want to automate your processes we can set something up. If you would like to see about o
We are in receipt of the complaint and are investigating the customer's concern. We will provide a response by close of business 8/19 and propose a resolution as quickly thereafter as possible.
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]
Customer was contacted via email and offered the opportunity to settle the matter for the balance of the unpaid invoices from January through March totaling $315. The customer signed a 36 month agreement and received service for three months. On March 21, we received and honored a...
request for cancellation. The service was terminated and no further invoices were issued. No payments were ever received. When several overdue invoice notifications did not elicit a response, the account was submitted to a collection agency for the balance of the contract plus the unpaid invoices.