Awareness Technologies

This customer purchased WebWatcher for PC on 12/23/Mr [redacted] believes that the software is not performing as advertised and we were unable to determine soPer our refund policy, taken directly from our website, [redacted] , “If the software is not performing as advertised, please notify us within hours of your purchaseOur customer support staff is available 24/to resolve any issue that you may haveIf you have notified us within hours of purchase and our customer support staff is unable to resolve the issue within days of you notifying us, a Full Refund will be issued.” This customer has not yet allowed us the opportunity to troubleshoot with physical/administrative access to the device, though we have extended multiple offers to assist at the customer’s earliest convenienceTo this end, we also extended the offer to convert the software to a different monitoring solution, or to temporarily suspend his WebWatcher account in order to begin his annual subscription from the date that the software is successfully installedThis way the customer can take advantage of the days of service he paid for Should Mr [redacted] wish to take advantage of this offer, we encourage him to email [redacted]

Complaint: [redacted] I am rejecting this response because: I was sent an email by [redacted] on October 3, stating: (See below in email) It did not say anywhere on the website that it could not be installed remotely, and they clearly stated this in their email to me, thus being why I purchased from their company in the first placeI am appalled that they will not refund this [ [redacted] ] Refund Please Inbox x Awareness Technologies Support [redacted] Oct to me Hello, Please note the refund policy: [redacted] Per the terms and agreements agreed upon at the time of purchase, we cannot yet issue a refund based on your reasons stated If the product does not perform as advertised, you must give us an opportunity to resolve the issue within the allotted time The one year term is actually indicated on our terms and conditionsYou could not proceed with the purchase if you haven't checked the box indicating that you have read and agreed on our terms and conditionsYou can also cancel the auto renewal ahead of time from your account > Settings > Subscriptions We apologize we do not issue a refund just because you don't have access to the target device since we didn't indicate on our website that the software can be installed remotelyYou still have an option to install this on another [redacted] device you have access to or if you no longer want to use your [redacted] license, we can convert that to a [redacted] software which you can install on a [redacted] phone you want to monitor that you have access toOr we can change it to a [redacted] license which you can install on a [redacted] you want to monitor that you have access to, you just have to pay for the $difference since the [redacted] *** license is $ Regards,Awareness Tech Customer Support

Complaint: [redacted] I am rejecting this response because: It was not stated that sometimes [redacted] doesn't work and that emails would be the only way to Receive informationI do not accept this and as stated three hours after purchase, want a refund Sincerely, [redacted]

Contrary to Ms***'s claim that information regarding the requirements necessary for download & installation of the [redacted] software is not present on our website, this is explicitly stated in multiple areas I have included this language from our website in quotations below as well as a link to our website In addition to this information, our sales/customer service representatives are available 24/via [redacted] & phone to address any product questions and concerns “How it Works” "Purchase from any device (or call us) and it will be waiting in your online account Download it when convenient on the device you want to monitor in minutes or less." “FAQ 2” Question: "Do I need to download anything to the device?" Answer: "Yes Both physical and administrative access are required Download and install takes approximately minutes or less." [redacted] The email that Ms*** has included in her complaint, dated 10/3, is in response to her refund request wherein she confirmed she did not have physical access to the device This response accurately communicates that our website does not indicate a lack of need for physical/administrative access for download & installation Per this response, we have also offered to convert Ms***’s purchase to another license type or to use as “in store credit.”

Having looked further into this matter, it is clear that there was an issue recording activity in [redacted] at the time that the customer submitted his refund request Our technical support staff offered the customer complementary screenshots to compensate for this issue while the bug was being fixed This issue has since been resolved Our support team contacted this customer at this time to provide him the latest version of the software , which does NOT have an issue recording in [redacted] free of charge to find that the customer had already uninstalled the software Given that the technical fix for recording in this specific browser and version took longer than anticipated, we will gladly refund this customer for this purchase We would like to apologize for the delay in response to this complaint This complaint was NOT received by WebWatcher when it was initially filed on 3/7/as a result of an error in transmitting this message to us from the Revdex.com This can be confirmed by Revdex.com

A refund was already issued to this customer on 7/25/prior to the case being initiated with the Revdex.com We must now considered this matter closed, as the customer has received a full refund

Complaint: [redacted] I am rejecting this response because: On their product advertisement page, it did not clearly states that the device is backed up every 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 According to their refund policy: http://webwatcher.com/refund-policy, if they are unable to resolve the issue within 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] ***

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 accountOur records indicate this customer signed up for the 7-day Free Trial, [redacted] on 11/24/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 typeIt is important for the customer to understand that [redacted] is designed to be completely invisible and tamper proof on the target phoneIt would not just “pop up” on the phone if it was properly installedThat 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 issuedAdditionally, the customer confirmed the functionality of the software and such, proceeded to complete the purchase by manually upgrading within the secure accountTo this end, the offer still stands to assist the customer with re-installing at their earliest convenienceAdditionally, we are happy to extend out the subscription to begin their one month of serivce whenever is most convenient to the customerTo take advantage of this offer, the customer should e-mail [redacted]

Complaint: [redacted] I am rejecting this response because I am still getting emails for a 'closed' account Sincerely, [redacted]

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 refundIts rude and insulting from one business owner to another and I am offended to say the leastI want a refund, not another way to use money that I spent on your site wrongly Sincerely, [redacted] ***

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

We can confirm that only charge has occurred to Mr [redacted] 's account for his initial purchase of the [redacted] software on 5/4/ This charge is in the amount of $ Regarding the issue of the antivirus, the [redacted] software purchased by Mr [redacted] is for an [redacted] device, not a computer and thus would not affect the antivirus on the computer from which he has been logging into his account Per the refund policy mentioned by Mr [redacted] , a refund will be issued in the event the product does not perform as advertised and the issue is unable to be resolved It is also clearly stated that "we do not provide refunds for simply changing your mind, or for lack of physical/administrative access unrelated to the performance of the software." We are happy to exchange the current license for a different license type should the customer wish to monitor a different type of device (i.ePC, ***, [redacted] ) however, in accordance with our policy, a refund cannot be issued for the reasons stated

Complaint: [redacted] I am rejecting this response because: the company's response is not trueI upgraded my son's phone a few weeks ago which automatically prompted the automated [redacted] update instructionsI 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 responseTheir 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 different reps ciao phone and via chat that all told me at different times that the server issue had been resolved and that I would receive a response within hoursTo this day, I have still not received a single response to any of the emails I have sentI 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 availA full refund is the only resolution to this matterThis is not a reputable company Sincerely, [redacted]

The customer has received their money back for this purchase after initiating a dispute with their credit card company Therefore, we must consider this matter closed and no further action needed

Complaint: [redacted] I am rejecting this response because:After trying to resolve the matter with the company and providing my credit card company with pages of email conversations with the company dating back to September(despite the company saying they have no record of trying to resolve the complaint with me) regarding issues with the software The company provided me with a refund only after my credit card company reviewed the documentation that I provided them regarding these emails that I sent I am disappointed that the company would only issue a refund after I had to pursue with my credit card company and did not support their claim that they would gladly refund if any issues existedI have spent countless hours trying to resolve this claim and again disappointed that I have had to go to such lengths to get a refundIt is now somewhat resolved now, as my credit card company has indicated that the company has issued a refund for part of itThe $software fee but not yet on the $additional purchase to view older files Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: No such credit was issued Sincerely, [redacted]

A refund was issued to this customer on 9/24/ This refund was issued to the payment method on file from the initial order Billing information has been deleted and the account has been cancelled We must now consider this matter closed

Complaint: [redacted] I am rejecting this response because: The service itself is clearly described, that lead you on to believe, through the free trial, you will be able to use the serviceSo you sign up for the free trial, then after you register and sign up, you go to use the service and it doesn' let you do anythingInstead it tells you in order to use the service, you have to pay a time payment of So you upgrade to get it, only to discover that the service won't work under the circumstancesAs it turns out they arent technologically advanced, so the service is no good to meI write them a message requesting my money back, that same night, which is with in the hours they commandAnd so there excuse not to pay me back my money is because they tricked me in the first placeWhat do they expect people to do, open a new account and purchase the serviceThey don' tell you when you upgrade that if your unsatisfied with the service, you can't receive a refundSO No! I don't accept this scam, this is not the way you described your company and business so I will not accept thisAdvertising is illegal Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I was forced to pay a dollar fee to reactivate the accountTou did not reactivate my account, I had to call and pay to activate itThe dollar paymwnt has to be refunded for this matter to be closed 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]