Awareness Technologies

Awareness Technologies, aka [redacted], is a HUGE rip off. I could NOT get my device to accept the program, did not download the program on my computer and have not been able to use their program. After many attempts they refuse to refund my money!

Revdex.com: [redacted] Using all of the...

information provided in this complaint (first & last name, phone number, email address) we are unable to locate ANY account tied to [redacted].  We will be happy to investigate this matter further once the customer has provided our support team the information he used when signing up for the WebWatcher service.  To this end, we encourage [redacted] to submit an email to [redacted] with the email address and first/last name he used to sign up for the service.  We look forward to working with this customer to resolve the issue at hand.

Complaint: [redacted]
I am rejecting this response because:I have actually never run into a business with so many Revdex.com complaints. That in itself pretty much answers the questions of should you do business with this company and how honest are they as a company. They essentially used blackmail saying that if I agreed to getting 60 dollars back I was agreeing that I owed them the rest. Nice try. I will take any of my money back I can get and I still am owed the rest. The company advertises that their screen captures can be played back “video-style” the truth is they are played back one at a time at 1 second per capture or slower. With several thousand screen captures this is completely unusable and hardly a video style playback. You cannot scrub the timeline either like you would be able to with video so you are stuck painfully clicking through one at a time to try to find a capture you wanted to see again. It's basically unusable unless you enjoy stabbing your eye with a fork, then it might be fun for you.I pointed out the false advertising, asked for a refund, and uninstalled the software all within the 72 hour time frame but somehow they think I still owe them money for services they can't even deliver on and they know it. After repeatedly asking the question they did admit they know that's how the software runs and that its more like a slide show yet still no full refund because somehow I owe them $40 for nothing. I also love how they are pretending they have offered me all kinds of other things. That's humorous. I would imagine that the myriad of bad reviews have sufficiently warned you of the type of company this is. Also note that there is no google or yahoo review options for this company as those would allow people to openly review their company. In fact, when I did some investigating I discovered that the good reviews that do come up are largely from companies that get paid when a consumer clicks through. That should tell you something about how they operate. Note all the comments under the sites that allow comments. 300+ comments about what a scam this is. Might be time to set up a website that will allow some open reviews of webwatcher. They should ethically be giving me ALL my money back and act like they are doing me a favor by claiming I don't qualify and keeping half my money. I also asked them to delete my credit card information which they claimed they did but magically they still had it when issuing this partial refund. Ask yourself how comfortable you are with a company of these kind of ethics monitoring your personal devices and computers. 
Sincerely,
[redacted]

WebWatcher account data is able to be viewed 100% of the time the device being used by the customer has [redacted] and a connection to the Internet.  Customer satisfaction is our top priority here at Awareness Technologies and to this end we have offered both a free alternative to this customer (independent of WebWatcher) as well as our own email service (to get around the [redacted] component) COMPLETELY free of charge for the remainder of her subscription.  Either or both of these offers will completely rectify the issue described by the customer but, per this correspondence and the correspondence with our customer support team, neither offer has been accepted by the customer.  Both of our offers still stand and we are happy to assist her anytime - our customer support team is available 24/7!

Complaint: [redacted]
I am rejecting this response because:
As a business owner myself, I realize that people tend to every now and again actually make mistakes and they do not always read between the lines and hundreds of paragraphs or so it seems before they click "I accept." Most owners as a common curiosity would make an exception and just refund. Its rude and insulting from one business owner to another and I am offended to say the least. I want a refund, not another way to use money that I spent on your site wrongly. 
Sincerely,[redacted]

The customer believes that the software is not performing as advertised and we were unable to determine so. Per our refund policy, taken directly from our website, [redacted] “if the software is not performing as advertised, please notify us within 72 hours of your purchase. Our customer support staff is available 24/7 to resolve any issue that you may have. If you have notified us within 72 hours of purchase and our customer support staff is unable to resolve the issue within 3 days of you notifying us, a Full Refund will be issued.” However, despite our numerous offers to troubleshoot, we have offered to make an exception to our refund policy and offer to convert the annual subscription that the customer purchased ($99.95) to a monthly subscription ($39.95) – issuing the customer a refund of $60.  The customer’s subscription would expire on 2/4/17. This offer, and all other offers as previously stated still stand. Should [redacted] wish to take advantage of this offer, we encourage her to e-mail [redacted]

Thank you for your patience as we looked into this matter further.  Customer service is our top priority at Awareness Technologies and our dedicated team of support professionals are available 24/7 to assist the customer in getting the software up and running, and ensure the software is...

performing as advertised.  Upon further review of this customer's account, our records show that the customer reached out to us requesting troubleshooting support several times.  Unfortunately, despite our support team's attempts, the software was not properly recording data from the target device.  Per the terms of our refund policy, a refund will be issued in the event the software is not performing as advertised within 3 days of the customer allowing us the opportunity to troubleshoot the issue.  To that end, we have issued the customer a full refund of their WebWatcher subscription.  Should the customer wish to try our software again in the future, we suggest that they reach out to us directly to properly install the license on the target device.  We offer monitoring solutions for all types of devices, including [redacted]  We look forward to working with the customer in the future should they need to monitor a new device.

Complaint: [redacted]
I am rejecting this response because:
 
1.  On their product advertisement page, it did not clearly states that the device is backed up every 24 hours.  That information is tucked away, further down the page and you will have to look for it.  It is not information readily availalble to a consumer, notifying of the limitation of their software.
 
2.  According to their refund policy: http://webwatcher.com/refund-policy, if they are unable to resolve the issue within 3 days of me notifying them, a refund will be issued in full.  My issue did not get resolve due to a limitation in their software monitoring system.
Sincerely,
[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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  The policy may say 3 times to work on the problem, but your employee made it clear after the 1st phone call the issue was not their fault.  He was Clear.  Maybe he needs to have more training on his company's  policy?  Is it so issues like this are the customers fault? He could have offered additional help, suggest  a different tech?  He could have said call back?  But he was very clear that this issue was due to my phone.  He didn't listen when I said it worked in some areas and not others.  So I'm assuming you train your techs, and trust them....well so did I.  I believed him when he said there was nothing he could do.  So call back...why? Would a different tech answer the phone?  I guess trusting the people handling your account should only occur after the 3rd time.  
Sincerely,
[redacted]

Please see previous correspondence offering resolution.  A refund has since been issued to [redacted] on 2/27/17.  We must now consider this Revdex.com matter closed with this customer.

Having thoroughly investigated this matter it is apparent that the customer was not misinformed by a representative and, contrary to the complaint, our customer support team assisted Ms. [redacted] with the cancellation of her [redacted] account.  Please see the attached correspondence between Ms....

[redacted] and our billing department detailing this chain of events.  We understand that Ms. [redacted] wishes to record device activity that is not supported or advertised by [redacted].  While refunds are typically only issued in the event the software is not performing as advertised, we are happy to make an exception and issue a partial refund of the $29.95 that Ms. [redacted] paid for the Unlimited Updates Package (which allows her to view Advanced Features).  We will allow Ms.  [redacted] to keep the functionality of this add-on for the remainder of the annual subscription she purchased free of charge.  To take advantage of this offer, we encourage Ms. [redacted] to email [redacted].com directly.  Upon receipt of this email, her partial refund will be processed.

The customer believes that the software is not performing as advertised and we were unable to determine so. Per our refund policy, if the software is not performing as advertised, the customer must allow us proper access to troubleshoot within 3 days of purchasing, and if we cannot get it up and running, a full refund will be issued. That being said, we have explained that we are more than happy to troubleshoot at the customer’s earliest convenience as we have offered a number of times via the correspondence with our refunds department, and upper management. We have also told the customer that if they were misinformed in any way, to provide a little more information so that we can rectify the issue.  Further, the customer stated in their written correspondence with our Customer Support team that they no longer have access to the target device they wish to monitor.  As stated in our refund policy, https://www.webwatcher.com/refund-policy.html, we cannot issue a refund for lacking physical or administrative access to the device.  To this end, our offer still stands to convert the software to another montioring solution for a different device, or temporarily suspend the customer's WebWatcher account to resume at a later date to take advantage of the 365 of service paid for. We advise the customer to contact [email protected] when they have proper access to a target device they wish to monitor, to take advantage of the one year subscription purchased.

Having looked further into this matter it is evident that the customer requested a refund since she did not have the [redacted] credentials required to register the iOS license to the target device.  Our website explicitly states that the [redacted] credentials associated...

with the target device are required for the registration of the [redacted] license.  
Due to the sensitive nature of our user accounts and the high volume of licenses purchased, we have a very straightforward refund policy.  Per this policy, we do not issue refunds for the reason stated by the customer.  However, so as to avoid any further distress, we are willing to make a one time exception to our refund policy and issue a full refund for her purchase.

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]

This customer enrolled in a 7-day Free Trial subscription for [redacted] for iOS. 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 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: [redacted]
I am rejecting this response because:I was never informed of any of the [redacted] features. When I first had problems installing on the ** I was told there would be no one available to help me for 6 hours. That wasn't an option. They offered to changed it to another option, the only one that would be of use was the [redacted] version. Me not being an [redacted] user had no idea anything would trigger an alert. When trying to log into the account through WebWatcher I got a pop up saying 2 step was enabled and I needed to go through the [redacted] site to turn it off. At no point in time did it state there would be an alert sent to the user if I did so. This service is useless to me. Also the statement about starting my time from the point of activation shows just how shady this place is. There should be no other way for it to work if I reactivate my account. I didn't pay for a year as stated in the reply. It was a month to month. Unknown to me my time was ticking away even though I didn't have use of the software. It also canceled IMMEDIATELY even though I was charged for a full month.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the company's response is not true. I upgraded my son's phone a few weeks ago which automatically prompted the automated [redacted] update instructions. I have not and will not be attempting to do anything with this company for all reasons named in my complaint and their blatant lie in this response. Their service does not work and they have refused to respond to numerous attempts to resolve the issue.  They continue saying they had a temporary server hitch but I have actually spoken to 2 different reps ciao phone and 1 via chat that all told me at different times that the server issue had been resolved and that I would receive a response within 24 hours. To this day, I have still not received a single response to any of the emails I have sent. I want a full refund as this product is useless and has not worked and I have spent months trying to contact the company to no avail. A full refund is the only resolution to this matter. This is not a reputable company.
Sincerely,
[redacted]

Per our correspondence directly with the customer, our records indicate that the account has since been reactivated after the dispute was closed in our favor.  We must consider this matter with the Revdex.com closed.  Should the customer have any questions about their software subscription,...

please contact our support team directly via LiveChat within your [redacted] account.  We look forward to working with you.

Please see the attached responses to the customer's emails/tickets regarding the renewal of her WebWatcher license as well as her request for a refund.  Per the correspondence, the customer had two separate WebWatcher accounts and on 6/18, the customer worked with our technical support team via...

LiveChat to consolidate these accounts into one account [redacted]) to ensure she would be able to continue with the monitoring service on her [redacted] mobile device.  This process was successfully completed, which the customer can confirm by logging into her personal account with her username ([redacted]) and password.