Awareness Technologies

Please close complaint [redacted] against Awareness technologies as it has been resolved, and my funds were refunded I have been trying to log in and update myself, however I am not able to gain access based on the complaint login portalThe supervisor was very professional after I contacted them through the email provided based on previous complaints on the Revdex.com site, so I would like the information to be updated to reflect thatThank you kindly, [redacted] ***

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***

DC Complaint: [redacted] I originally bought the [redacted] from this company online and I have been able to install this in my computersAfter filing two tickets and a Revdex.com complaint, the head of customer support suggested I close the dispute and request a refund (see the email below)I filed a refund request and I was told to wait for months from the original purchase date.Now when I follow up on the refund, I am being told I denied the white glove service they offered and the company is refusing the refundThis company is just beyond ridiculous on how they handle the customers and the refund.Reference ticket #s with Awareness Technologies: [redacted] Date purchased: Dec 11, 2013Amount: $[redacted] Hi ***I see, I understand and we really do have issues with [redacted] Kindly close the dispute then send an email at [email protected] for a refund request so that you will be refunded correctlyPlease also use the email address associated to your [redacted] account so that our Refund Deptwill identify that you are the account holder.Regards [redacted] Head of Customer SupportAwareness Technologies, Inc[redacted] I just want my money back immediately (Amount: $97) Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Yes I did sign up for the day trial, and then I turned around and almost immediately purchased the product, hour or soThe trial seemed to be more of a test drive of the web siteTest driving the site was moot as the app in the phone was the issueMy immediate issue was the fact that the app was not fulfilling promises made in advertising, by functioning with discretion, their web site did not seem to meet a functional standard eitherBut the phone did show on the site, and any issue there I could deal with laterThe install issues developed after the purchase of the app, as the installation seems to function differently, hence the direction from customer service to perform different installs from different sourcesThe install from the day trial is different and the in phone visibility issue developed after purchase Sincerely, [redacted]

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]

Complaint: [redacted] I am rejecting this response because: The policy may say 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] ***

Revdex.com: I would like the refund issued Asap Please don't close ticket until refund is processedI have reviewed the response made by the business in reference to complaint ID [redacted] , and find that a refund is satisfactory to meSincerely, [redacted]

This customer enrolled in a 7-day Free Trial subscription for [redacted] 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 advertisedAccordingly, if you have purchased [redacted] via the 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 accountHowever, 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 TrialThis is the exact reason we offer a Free Trial before purchasing – so a customer can make sure it works to their satisfaction before purchasing!

This customer enrolled in a 7-day Free Trial subscription for [redacted] for [redacted] 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 advertisedAccordingly, if you have purchased [redacted] via the 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 accountHowever, 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 TrialThis is the exact reason we offer a Free Trial before purchasing – so a customer can make sure it works to their satisfaction before purchasing!

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:I was never informed of any of the [redacted] featuresWhen I first had problems installing on the [redacted] I was told there would be no one available to help me for hoursThat wasn't an optionThey offered to changed it to another option, the only one that would be of use was the [redacted] versionMe not being an [redacted] user had no idea anything would trigger an alertWhen trying to log into the account through WebWatcher I got a pop up saying step was enabled and I needed to go through the [redacted] site to turn it offAt no point in time did it state there would be an alert sent to the user if I did soThis service is useless to meAlso the statement about starting my time from the point of activation shows just how shady this place isThere should be no other way for it to work if I reactivate my accountI didn't pay for a year as stated in the replyIt was a month to monthUnknown to me my time was ticking away even though I didn't have use of the softwareIt also canceled IMMEDIATELY even though I was charged for a full month 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.

Complaint: [redacted] I am rejecting this response because: I would like a full refund as we were unable to use the services for more than hours The system shut down hours after we signed up for the services and we did not have any access to the app at allWhy should we pay for a month of serviceshours does not rightfully justify charging us for a month worth of servicePlease refund us the $you kept of our money for services not renderedThank you Sincerely, [redacted]

We have issued a partial refund for the annual subscription, as agreed upon by the customer We have downgraded their license to one month of service, which the customer has been actively using The subscription will expire 7/13/ We must now consider this matter closed with the Revdex.com

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/ 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

Response: The customer originally purchased the software for a monthly PC subscriptionThe customer is correct to say that we offered to convert the subscription to another product when they were unable to installThat being said, the customer agreed, and we converted the PC subscription to *** and explained the functionality of the software, specifically in regard to the [redacted] backup processThe target phone had an additional security step called 2-step authenticationThis needs to be disabled in order to utilize our serviceThe customer stated that we triggered a notification to the target [redacted] user which is not correctThe only way that a notification would be triggered would be if the customer logged into the said [redacted] account(This is Apple’s policy, and is completely independent of [redacted] We would like to offer to extend her subscription to begin the year of service purchased from the date of reactivation This way, the customer can take advantage of the full days of service she purchased In order to take advantage of this offer, the customer should email upper management directly at [redacted]

While we stand by our recommendation that [redacted] work with her bank directly, for the protection of her account, we will issue a refund for the fraudulent charge in question. In order for us to resolve this matter we ask that [redacted] submit an email [redacted] including the details of the charge in question - the amount, date, last 4 digits of the debit card billed.

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] Webwatcher is violation my rightsThree unauthorized charges I have in my Credit Card since I have sign to Webwatcher Antivirus pops up when I log in to Webwatcher Request was send for cancelation with in hours of purchaseI never used the webI consider they are forcing to take my money In their policy they have state money back guaranteed this is a scam

Complaint: [redacted] I am rejecting this response because:I cannot believe this responseI spent house chatting with multiple representatives to try to fix the program who all told me it wasn't their fault or their softwareI also asked them about the slow playback of screenshots that are advertised to play back like a videoIt's definitely not like a video and so painfully slow that it's impossible to useThey have consistently refused to answer this questionThey did not offer to connect to my computer in all those chat sessions which were indeed about the productThey just denied the problems were in anyway related to themSome of the chat representatives were rude and condescending much like the response you see hereI must say I have never reported a business to the Revdex.com before and I continue to be amazed at the unprofessionalism of this companyI asked again when they finally did offer to connect to my computer if doing so would be able to fix the slow playback of the snapshotsThey again did not respond to the question or the emailI am not going to have strangers remotely connect to my computer for a problem they know they cannot solve just so they can say the product is working as intended and we are not refunding youThey know that the software is made to playback slow and choppy like that and instead of acknowledging it and refunding my money they ignore my emails and then right condescending responses to Revdex.comStay away from this companyI thought they were reputable but as it turns out they will steal your moneyMakes you want to let them remote host your computer doesn't it? 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 as long a refund is actually given which is only fair since I cancelled within minutes and never used their service Sincerely, [redacted]