Avenue 81, Inc

Initial Business Response /* (1000, 5, 2015/08/21) */
Upon receiving the cancellation notice and refund request, The customer was contacted via email but there was no reply
In response to the complaint, we spoke with our customer, explained the terms of service, and provided the
refund/cancellationThis matter has been resolved to the satisfaction of both parties

Hi [redacted], Hope here. I am a Customer Support Team Lead. I'm sorry that we left you with a poor impression of our company through your interaction with our help desk. We have a full transcript of our correspondence, but will not attach it here as it includes identifying information. If you'd...

like a copy, please let me know.Our records show you signed up for a Pro Monthly Subscription with a 14-day trial on 12/18/2017. At sign-up, it states, “This Leadpages subscription includes a 14-day free trial. After the trial period, normal billing will resume at $79 every month. By clicking the button below, I acknowledge that I’ve read and agree with the terms of service (link to terms) and I’m ready to start my 14-day free trial.” We strive to clearly communicate payment details when you sign up for an account on our site and in our terms of service.On 12/29/2017, you received reminder email (attached) stating the trial was ending and the account would be billed $79 for Pro Leadpages access. Steps to cancel are also provided in this email. The cost of your subscription provides access to our landing page builder, marketing resources, and training materials. These are tools to you grow your business with conversion marketing. The subscription is not based on how often you utilize these resources.On 5/1/2018 your account went past due. At that time, you reached out to our team for the first time. You were provided cancellation steps to prevent further charges and your case was escalated. The billing team granted an exception to the terms of use and refunded April's charge.  Our support team replied about the exception and also referred back to the TOS from sign-up.I hope this information helps, [redacted]. You will not see any further charges for the subscription as it has been fully closed per your request. Regards, Hope

I am rejecting this response because: the company makes it sound like they were not aware of my desire not to be contacted by them when they sent the second email. I very clearly said in response to the Rob's email this: "Please do not contact me again." These guys are trying to make it sound like they are the victims, when they were CLEARLY told not to contact me again and continued to do so. I want an apology for them not complying with my request. Some indication that they understand that this was not right would be nice, but it appears that's not to be forthcoming. Thank you. [redacted] P.S. If you would like to see the emails I'll be happy to send them to you, but I don't know how to attach them to this or where to forward them to. Please let me know if you would like to have this.

Thank you for making us aware of this customer feedback and her desire to not be contacted by the team at Leadpages + Drip. We will promptly remove her from our marketing list(s).To address her concern, we are adding verbiage to our signup page that informs potential new users that a credit card...

will be required for a free trial subscription. Thank you, Leadpages + Drip

Hi [redacted], My name is [redacted] and I am a Lead of Customer Support. I'm sorry that we left you with a poor impression of our company through our help desk. We do have a full transcript of our conversations. If you'd like a copy, please let me know.Our records show you signed up for a Standard...

Annual, 14-day trial on 6/27/17. At the time of sign-up, it states, “This Leadpages subscription includes a 14-day free trial. After the trial period, normal billing will resume at $300 every 12 months. By clicking the button below, I acknowledge that I’ve read and agree with the terms of service (link to terms) and I’m ready to start my 14-day free trial.” Attached is a copy of the checkout page.  On 7/10, a reminder email was sent stating the trial was ending and the account would be billed $300 for the next year of access. In the event you did not wish to continue with a paid subscription, steps to cancel were provided. Attached is a copy of the email and confirmation you opened it.In reviewing your account, you have created 3 resources using the builder from 6/28 to 9/14.  The most recent page created is attached.   On 9/13, you closed your account in the application and reached out to support requesting a refund. Our support team responded, referring back to the TOS from sign-up stating there are no refunds or credits for partial months of service or for periods in which your subscription remains active but you do not use the services (see section 8.5).You will continue to have access until 7/10/18. Leadpages is not simply access to a tool but is a service providing education on online marketing and resources to help grow your business. We do try to be transparent about our offerings as well as remind customers of payments coming due.  I hope this information helps, [redacted].Please let me know how we can help support you and your business.  Regards, Amber

Here is a summary of our response:   The customer signed up for Leadpages on 10/14/2017 under the email- [redacted].  The subscription had a 14-day free trial from 10/14-10/28.  A reminder email was sent three days prior to the trial ending, stating that the...

trial was coming to an end and regular billing would resume for $300/year.  Steps to cancel the subscription were also included in the reminder email.  A copy of the reminder email is attached.  No contact was made by the customer on or around 10/28 so the account began normal billing.  Additionally, at the time of sign-up, we do share our terms of service that state we do not issue refunds in whole or in part.  Our terms can be found here: https://www.leadpages.net/legal. Please see the following section: 8. Payment Terms; Charges and Taxes 1.     8.1 You are responsible for paying any applicable fees as set forth on our applicable pricing pages for Leadpages; for Drip and applicable taxes associated with the Service in a timely manner with a valid payment method. Unless otherwise stated, all fees are quoted in U.S. Dollars. All payments must be made electronically by the methods specified within the Service. You agree that we may charge your selected payment method for any such fees owed. You are required to keep your billing information current, complete, and accurate (e.g., a change in billing address, credit card number, or expiration date) and to notify Company if your selected payment method is canceled (e.g., for loss or theft). All fees and charges are earned upon receipt by us and are nonrefundable (and there are no credits) except (a) as expressly set forth herein, and/or (b) as required by applicable law. Our customers receive a 32% discount for committing to a one-year subscription compared to the monthly plan options. When the customer is selecting their desired plan, it states what level of support a customer will receive.  This customer signed up for Standard Annual which includes email support.  We also offer Pro and Advanced subscriptions which include phone and chat support.  I have included a copy of our sign-up page and it can also be found here: https://www.leadpages.net/pricing   On 1/2/2018, the customer reached out to our partners email account and this request was passed on to our support team.  Our support team emailed with the customer regarding her cancelation and refund request.  Because she already initiated a dispute, our team was unable to issue a pro-rated refund at that time and needed to review her refund request via the dispute process with her bank.  The email correspondence with the customer and our support team is attached.   Our dispute team did accept and refund this customer's request while reviewing the dispute with her bank.  The dispute process was fully resolved on 1/24/2018 and the customer has received a full refund.

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.

Initial Business Response /* (1000, 5, 2015/10/16) */
Hello [redacted],
My name is Tyler and I'm a team lead with our customer happiness team. I'm sorry that we left you with a poor impression of our company policies and our support through our help desk. We do have the full transcript of our...

conversations available, but will not post them here due to the identifying information that's contained in them. If you'd like a copy of these transcripts, please do let me know.
Our records show you originally purchased both accounts on July 10, 2014. The first time you wrote in to us about having two accounts was December 9, 2014. Please note that this is well outside of our 30 day money back guarantee that is clearly posted on our website and part of the terms you agreed to when signing up for both accounts.
When you contacted us on December 9, 2014 and asked us to close your accidental account and fully refund you, our agent responded and said that we were unable to provide a full refund, but did close your account as requested and made an exception to our refund policy and provided a one month refund of $67.
We did not hear from you again until March 18, 2015 when you asked why you were still being billed. Our agent again responded in a timely fashion (within 8 hours) of your original question saying one of your accounts was closed and had been refunded but the other was still open. He asked if you'd like to close your other account. We never received a response to this question.
Over the course of our communication, we responded in a timely fashion each time (ranging in response times from 27 minutes to 12 hours depending on the time of day the ticket was submitted) but each reply we received from you took a month, and at one point 3 months.
I do see that our agent did promise you a one month refund of your advanced account ($97) upon receiving your consent to fully close your account (which you have not yet received as we have not heard from you).
I have reached out to you twice via telephone in the past week and left a voicemail with my phone number both times. If you would please return my phone call, I'd be happy to discuss this refund along with the status of both accounts with you.
I look forward to your reply, [redacted].
Regards,
Tyler
Initial Consumer Rebuttal /* (3000, 8, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi Tyler
Yes I have so far received 1 phone call. I have been advised all communication should be in writing.
I apologize in the delay in responses. Believe it or not this is not my #1 priority so I return to it quarterly when time allows and not out on the road.
Please forward the transcripts you have on file to the emails you have on file for the accounts.
It's a alarming that there are recordings made without my consent.
As for closing the advanced account, you have received an email indicating that it was to be closed and should have been closed at min in March when this error was once again picked up.
Tyler, you must at least agree on this one point regarding refunding the advanced account for March, April and May. I find it hard to believe you would only credit for May (advanced account) when I am raising red flags in March regarding this issue.
Once again you can see the account was not used or even accessed then other to try to end stop it.
[redacted]
Final Business Response /* (4000, 27, 2015/12/21) */
Given that in our terms of service we outline the appropriate steps for cancelling, our refund policy for those cancellations, and have already given 1x $67 refund on the duplicate account and 2x $97 refunds on the main account - we're willing to fully refund the duplicate account as a compromise.
This would be 4 months of refunds at $67 each (July, August, September, and October) since November's charge of $67 was already refunded. This would make a total refund of $529 (2 @ $97 and 5 @ $67) which we believe is more than fair given the circumstances.
Please let me know if you find this to be an acceptable middle ground and we'll get the additional 4 refunds of $67 each credited to your account.
Thank you.
Final Consumer Response /* (2000, 29, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank You for refunding the duplicate account. total refund of $529 (2 @ $97 and 5 @ $67). This will resolve the issue and close the Revdex.com and our Attorney General complaint. DG (Revdex.com Thank You for help in getting this matter resolved)