Awareness Technologies

Per the complaint, the customer cancelled her subscription within the [redacted] system but was continuously charged via the [redacted] Recurring Billing system.  To this end, our billing team requested confirmation of the [redacted] cancellation date from the customer.  Once provided, our...

billing team issued a full refund of all charges incurred since the date of cancellation in the [redacted] system.  Should Ms. [redacted]  have any additional questions or concerns regarding this matter we encourage her to reach out to [redacted].com for clarification and/or assistance.   Allison G[redacted]

Complaint: [redacted]
I am rejecting this response because: This information is not accurate. they failed to inform you that I have sent over 10 tickets, five emails, twenty Live Chats and two telephone calls to get this resolved and be issued a refund, No one responded. I purchased a renewal on 6/15/15. I was already logged in under my regular login: [redacted].  The product failed to work. I IMMEDIATELY asked for assistance. No one was able to help me. On 6/18/15, I did do a live chat with a person named [redacted]. He said that there was a mix up with the accounts and that he would resolve this. The next day I was able to log in successfully. The following day I tried to log in and it said that all my subscriptions had expired. I called the number, left a message, sent more tickets and emails and Live Chat again. The only response I was able to get was Live Chat with [redacted] again. He assurred me that he will fix it again and it will be a PERMANENT fix. The product worked the next day, for one day. the following day, I logged in and it again said all my subscriptions were expired. [redacted] LIED!!! It was NOT a permanent fix. I sent more emails, tickets, and live chats and again the Live Chats were disconnected without getting help. I called and demanded to speak with a supervisor. I was told no one was able to help me, and the only thing I could do is do the Live Chat. So I did that again and then the product worked again for a day. None of my tickets were ever responded to. No one ever called me back. I have been asking for a refund since day one. Had [redacted] told the truth and the product been fixed permanently, I would not be so upset. I have been a customer for three years. I have no idea why they would confuse my email login if I was renewing and was using [redacted] the whole time. It was their mistake that they registered the product to my other email address. I NEVER had an account with the other address, [redacted], so wouldn't it be common sense that if I was RENEWING it would be for the account that I already had been using? That is pure stupidity. So, it was NOT my fault they applied a renewal to an email account that wasn't the one I used. Secondly, the product worked for one day, then stopped. then they fixed it and told me it would be a permanent fix. Well it worked for one day again!! I had to then again try and try and try to get someone to fix it. This is not the service I paid for. I expected my renewal to work from day 1; not for it to work one day and then have to contact technical services to get it fixed, just to repeat this whole process again. I DID NOT receive what I paid for. I paid for a renewal that would work immediately and keep working. I have not attempted to log in for a few weeks, as I am tired of it. I  just attempted to log in and there is absolutely NO information available since 7/5/15. The product is NOT working, not tracking ANYTHING. Why am I paying for a product that has only worked a few days since 6/15/15? It did NOT work every day since I paid on 6/15/15; which is what one would expect after paying for it.  Who knows what is wrong with it now? I don't even want to mess with it anymore. Their customer service is ridiculous and they should not be able to get away with doing this to someone. Not responding to requests for assistance, not responding to requests for a refund, not fixing the problem permanently. This is okay? This product does NOT work.  I want a refund, as requested since 6/15/15. I am sure the company has records of the Live Chats and emails and tickets and phone calls that I made. The bottom line is.......I did not receive the working product that I paid for and I deserve a refund.
Sincerely,
[redacted]

This customer enrolled in a 7-day Free Trial subscription for [redacted] for PC. As per our Terms and Conditions, this customer enrolled in a 7-day Free Trial of the software and provided their credit card information to be charged for the subscription once the Free Trial expires, unless otherwise...

cancelled beforehand inside the customer’s account. Our records indicate that this subscription was never cancelled prior to being billed for the initial purchase after the trial subscription. Please see our refund policy, [redacted] “The free trial program is intended to provide you with a no risk method to confirm [redacted] works as advertised. Accordingly, if you have purchased [redacted] via the 7 day Free Trial program no refunds will be issued as you have already confirmed the functionality of the software by manually upgrading to a paid subscription inside of your account or by automatically upgrading after 7 days (per the Getting Started email you received). However, you can cancel your subscription at ANY TIME to ensure your account does not incur any additional renewal charges.” The customer now has access to a [redacted] for PC license for one year of service.  Typically, after a successful installation of the software on the target device, data recorded by the software will begin to upload to the customer’s web-based account after 15 minutes.  Upon logging into their web-based account after the installation, it would have become clear to the customer that the software was not performing as advertised.  The customer is correct to say that they contacted us via LiveChat, however the customer lacked proper physical/administrative access to the target device at that time.  Therefore, we were unable to properly assist them with a troubleshooting session to resolve the issue and/or reinstall the license. Since our technicians were unable to engage in a troubleshooting session in to remotely assist the customer with a proper installation, our technician offered a potential fix of “refreshing” the license inside the account.  This is our attempt to resolve the issue without physical access to the device, yet may not be successful if the software was installed improperly to begin with.     Per our refund policy, if the software is not performing as advertised, you must allow technical support proper access to troubleshoot, and if we confirm that there is an issue that cannot be resolved, a full refund will be issued. After an exhaustive search, we have concluded there are no records of troubleshooting, but we are happy to assist at the customer’s earliest convenience to get the software up and running whenever she contacts us back with physical/administrative access.  To take advantage of this offer, the customer should e-mail [redacted]

A refund has been issued for this subscription renewal to the customer's [redacted] account.

As per our Terms and Conditions, this customer enrolled in a 7-day Free Trial of the software and provided their credit card information to be charged for the subscription once the Free Trial expires, unless otherwise cancelled beforehand inside the customer’s account. Our records indicate this...

customer signed up for the 7-day Free Trial, (WebWatcher for [redacted]) on 1/09/17 and manually upgraded inside the secure account on the 1st day, to an annual subscription for $99.95. To be clear, we do say that it will be $8.33/month, paid annually. When upgrading to the full subscription, we have two options. The customer may upgrade to our monthly subscription for $39.95, or our annual subscription for $99.95. The reason this customer upgraded was to see the full potential of the software since the nature of the free trial only allows one view of data, per data type.  The customer confirmed the functionality of the software and such, proceeded to complete the purchase by manually upgrading within the secure account.When the customer initially signed up for the Free Trial, these extra features were available to her as a courtesy to see ALL of the features that we offer for [redacted] monitoring. However, when she upgraded to the paid subscription, the Unlimited Update package is an add-on feature for $49.95. It is worth noting that this is an annual fee. Additionally Ms. [redacted] purchased for the promotional rate of $29.95.  The features include, most deleted text messages, a list of the apps on the device, the content in [redacted], [redacted], [redacted], [redacted], [redacted], and the location of the device.Per our refund policy, if the software is not performing as advertised, you must allow technical support proper access to troubleshoot, and if we confirm that there is an issue that cannot be resolved, a full refund will be issued. We are unable to determine that the software is not performing as advertised, and to this end, have extended multiple offers to assist with any necessary troubleshooting.At this point the customer filed a dispute with her credit card company. While generally speaking there would be an account reactivation fee at this junction, we are happy to waive the fee for this customer as well as extend her subscription to begin the year of service purchased from the date of reactivation. To take advantage of this offer, the customer should e-mail [redacted]

Per the attached transcript, a response to the customer with instructions to confirm the necessary device settings was successfully sent on 5/21.  As shown in this transcript, this response was sent successfully after two unsuccessful attempts that, as stated in this complaint, occurred as the result of a temporary server issue.  As there was unavoidable delay in issuing the response to Ms. [redacted]'s inquiry that deterred our team from providing the efficient and quality support we strive to offer, a full refund of this customer's purchase has been approved.

Ms. [redacted] contacted our support team on 10/1 regarding a
refund for her initial purchase of a [redacted] for [redacted] license & to
cancel the automatic (annual) renewal of her subscription, which would occur in
2015.  The refund request has been denied
as...

we do not issue refunds for lack of physical/administrative access to the
target device.  This is explicitly stated
in our Terms & Conditions, which the customer agreed to both at the time of
purchase and every subsequent time she logged into her [redacted] account.  Additionally, as it was explained to Ms. [redacted],
all [redacted] subscriptions are set to automatically renew annually by default.  However, this automatic renewal can be
cancelled at any time.  During her
correspondence with our support team, Ms. [redacted] was provided the instructions
to cancel this automatic renewal for her account.

This customer enrolled in a 7-day Free Trial subscription of WebWatcher for [redacted]  Please see our refund policy, [redacted]: “The Free Trial program is intended to provide you with a no risk method to confirm WebWatcher works as advertised. Accordingly, if you...

have purchased WebWatcher via the 7 day Free Trial program, no refunds will be issues as you have already confirmed the functionality of the software by manually upgrading to a paid subscription inside your account. However, you can cancel your subscription at ANY TIME to ensure your account does not incur any additional renewal charges.” Our records indicate that this customer manually upgraded their subscription to the paid version of our software to receive the full functionality of the features offered, that were previously limited during the 7-day Free Trial period. Our Terms of Service are clear that no refunds are issued for purchase transactions if the customer previously did a Free Trial. This is the exact reason we offer a Free Trial before purchasing – so a customer can make sure it works to their satisfaction before purchasing!

As per our Terms and Conditions, this customer enrolled in a 7-day Free Trial of the software and provided their credit card information to be charged for the subscription once the Free Trial expires, unless otherwise cancelled beforehand inside the customer’s account. Our...

records indicate this customer signed up for the 7-day Free Trial, [redacted] on 11/24/16 and manually upgraded inside the secure account on the 3rd day, to a monthly subscription for $39.95.The reason this customer upgraded was to see the full potential of the software since the nature of the free trial only allows one view of data, per data type. It is important for the customer to understand that [redacted] is designed to be completely invisible and tamper proof on the target phone. It would not just “pop up” on the phone if it was properly installed. That being said, we offered to troubleshoot whenever the customer had physical and administrative access to the phone so that we can demonstrate this.Per our refund policy, if the software is not performing as advertised, you must allow technical support proper access to troubleshoot, and if we confirm that there is an issue that cannot be resolved, a full refund will be issued. Additionally, the customer confirmed the functionality of the software and such, proceeded to complete the purchase by manually upgrading within the secure account. To this end, the offer still stands to assist the customer with re-installing at their earliest convenience. Additionally, we are happy to extend out the subscription to begin their one month of serivce whenever is most convenient to the customer. To take advantage of this offer, the customer should e-mail [redacted]

This customer enrolled in a 7-day Free Trial subscription for [redacted] for [redacted]. Please see our refund policy, https://webwatcher.com/refund-policy.html: “The Free Trial program is intended to provide you with a no risk method to confirm [redacted] works as advertised. Accordingly, if you...

have purchased [redacted] via the 7 day Free Trial program, no refunds will be issues as you have already confirmed the functionality of the software by manually upgrading to a paid subscription inside your account. However, you can cancel your subscription at ANY TIME to ensure your account does not incur any additional renewal charges.”   Our records indicate that this customer manually upgraded their subscription to the paid version of our software to receive the full functionality of the features offered, that were previously limited during the 7-day Free Trial period.   Our Terms of Service are clear that no refunds are issued for purchase transactions if the customer previously did a Free Trial. This is the exact reason we offer a Free Trial before purchasing – so a customer can make sure it works to their satisfaction before purchasing!

Complaint ID #: [redacted] Response: Although this customer claimed it was an unauthorized charge, inside the account we can see that the name and information tied to this account is tied to this customer. We can see that they reached out to request a refund the day after the...

initial purchase of the Free Trial. At this junction, we have approved a full refund of this subscription. To this end a full refund of the purchase will be issued processed on our end within 3-5 business days

Contrary to the customer’s complaint, the WebWatcher...

subscription purchased by the customer did perform as advertised and, as our customer support team advised the customer, the initial lag in viewing recorded data was the result of the customer assigning the software to the incorrect device.  Our support team assisted the customer in assigning the software to the correct device and resolved the issue.  After this time the customer filed a dispute with his credit card company who also determined the purchase of the subscription to be valid.   While generally speaking there would be an account reactivation fee at this junction, we are happy to waive the fee for this customer as well as extend his subscription to begin the year of service purchased from the data of reactivation.  This way, the customer can take advantage of the full year of service he purchased.  In order to take advantage of this offer, the customer should email upper management directly at [redacted]

As advertised, [redacted] for [redacted] is an [redacted] monitoring solution.  Per Ms. [redacted] complaint, the device she planned to monitor does not backup to [redacted] due to a lack of [redacted] storage, making it impossible for the [redacted] software to record data until the customer adds additional...

storage to the [redacted] account.  In her correspondence with our refunds department, Ms. [redacted] was offered complimentary phone support to assist with the registration of her [redacted] license and to temporarily suspend her subscription until license registration takes place so as to ensure she receives the full year of monitoring service that she purchased.  In addition, our refunds team has extended the offer to convert Ms. [redacted] for [redacted] license into store credit.  To date, Ms. [redacted] has refused these offers. All offers to assist Ms. [redacted] in making the most of her [redacted] account still stand and our sales & customer support staff are available to help 24/7.  Additionally, since Ms. [redacted] indicated she would like to view the [redacted] account from her mobile device, we would like to offer her our E-Notify service free of charge for her first year.  This service will email recorded data from her account on a schedule, so that she can view recorded data from any device that has email access.

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.
Sincerely,
[redacted]

WebWatcher has acquired [redacted], and will honor the existing time remaining on all customer's subscriptions purchased through [redacted].  In order to do so, the customer must create an account with WebWatcher by purchasing any subscription length, either one month or longer, at an 80% discount of...

the listed price.  This customer purchased a one-month WebWatcher subscription on 3/26, but did not apply the promo code to apply the 80% discount.  We have now issued a partial refund to the customer in the amount of $31.96, to reflect the discounted amount.  We have also extended this customer's subscription by 157 days to honor their remaining time left on the [redacted] subscription.  The customer's WebWatcher license is now valid through September 20, 2018.  Should the customer have any further questions or concerns, please reach out to us via LiveChat directly.  Our dedicated team of support professionals are available 24/7 to assist you.  We look forward to working with you!

Having thoroughly investigated this matter the charge in question is, as the customer stated, an annual subscription renewal.  We regret not issuing the refund within a shorter timeline as is our practice.  However, at this junction the reason that a refund has not been issued is because...

the customer has filed a dispute with his credit card company.  This dispute was not contested by Awareness Technologies.  Since the dispute has been filed, the funds have been withdrawn from our account and will be made available to the customer directly from his credit card company (if they have not already been made available).  This information has been communicated to the customer and should he have any additional questions or concerns regarding this matter he can contact management directly at [redacted]

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 as long a refund is actually given which is only fair since I cancelled within minutes and never used their service.
Sincerely,
[redacted]

Per our previous correspondence, as the customer has participated in our Free Trial program, this is not eligible for a refund. The Free Trial program is intended to provide you with a no risk method to confirm WebWatcher works as advertised. If the customer believes the software is not performing as advertised, they must allow us the opportunity to troubleshoot the issue.  For technical issues encountered after the 7 day Free Trial program, please contact our support team 24/7 from within your account.  If any specific issue is not resolved within 72 hours, we will gladly extend your subscription for the period of time you were inconvenienced.As a courtesy, we can offer to convert the software to one of our other monitoring solutions for you to utilize the 365 days of service that the customer purchased. We can also temporarily suspend your account, and reactivate it whenever you are ready to use the service again.

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.
Sincerely,
[redacted]

Per the customer's complaint, we did experience a temporary server issue that blocked the responses (like the one to Ms. [redacted]) circa 5/17/2015.  Since this time (5/21), our customer support team has successfully responded to Ms. [redacted] with instructions to confirm the [redacted] backup settings...

required for the [redacted] software to record data as advertised (see attached).  It is also clear that the [redacted]/administrative credentials for the device Ms. [redacted] is monitoring have been changed  This can be confirmed directly inside of the customer's account, where she can also update these credentials in order to continue the monitoring service.  To compensate for the frustration and the temporary glitch we experienced surrounding the transmission of our customer responses - we will be happy to extend Ms. [redacted]'s subscription to account for all time lost since she submitted her initial inquiry (5/16) to our support team and/or to convert her purchase to in store credit so that she can monitor an alternate device.