Awareness Technologies

A full refund of $was issued to the customer on 3/16/18, the same day as the complaint filed with the Revdex.com We must now consider this matter closed, as the customer's subscriptions have been cancelled and fully refunded

After looking into the correspondence between the customer and our refunds department, it is clear that our technical support team attempted to gather information relevant to the discovery of the software, that is, find out from the customer how the user of the target device discovered WebWatcher.... Additionally, our team attempted to set up time for a remote troubleshooting session with the customer. The customer did not provide the requested information regarding the discovery of the software to our refunds department and declined a remote session with our technical team. We will issue a refund in this case and follow up with the customer to obtain more information about the software being detected and subsequently uninstalled. To speak to the issue of the auto-renewal charge, WebWatcher licenses are set by default to auto-renew annually. This renewal can be cancelled by the customer directly in their personal WebWatcher account at ANY time and customers are alerted via email to the username of the account more than one month prior to the upcoming renewal date. Given that the purchase in question was made in March of 2014, this auto-renewal charge did not occur in this circumstance.

Having thoroughly investigated this matter we have found that our refunds department and supervisor Natalie B [redacted] have attempted to contact the customer multiple times via email However, these messages were blocked by the inbox/email provided by the customer (Please see screenshots attached) Awareness Technologies Refund Policy explicitly states that if the software is not performing as advertised, the customer must allow our support team days and reasonable access to the device to resolve the issue, which did not occur in this case However, given that the customer was unable to receive the multiple responses our team attempted to send him a full refund of the customer's purchase will be issued

[redacted] purchased [redacted] for [redacted] monitoring on 1/4/Upon checking her account, we can see that she reached out to our refunds department on day one of her subscription to express that her computer was running slow after installing [redacted] It is worth noting that WebWatcher runs in the background and is a very lean programIt will not cause any slowness to the target deviceThat being said, we extended multiple offers to assist this customer with a remote session at her earliest convenience to demonstrate this.Per 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.”After an extensive search, we were able to locate a few LiveChats initiated by this customer however, none were for troubleshooting purposesEach chat was specifically asking how to uninstall the programWe are always happy to assist a customer with technical issues but there are no records of [redacted] contacting our Support Help Desk to troubleshoot, only to seek information on removing the softwareIt is unreasonable for us to provide refunds to any and all customers when they have never surfaced a technical issue, or not allowed us the opportunity to fix itAfter an extensive search, we were able to locate a few LiveChats initiated by this customer however, none were for troubleshooting purposesEach chat was specifically asking how to uninstall the programWe are always happy to assist a customer with technical issues but there are no records of [redacted] contacting our Support Help Desk to troubleshoot, only to seek information on removing the softwareIt is unreasonable for us to provide refunds to any and all customers when they have never surfaced a technical issue, or not allowed us the opportunity to fix it

Having looked into this matter, it is clear that the customer worked with our support team via LiveChat on 5/at which time our team provided Mr [redacted] instructions to configure the necessary antivirus exclusion and reinstall the software on his computer The reinstall was not successful and upon receiving a refund request from Mr***, our team extended the offer to connect the customer with a senior technician who could remotely install the software In addition to the complementary session, our refunds department offered to temporarily suspend the account until the customer could regain access to the computer so as to ensure Mr [redacted] received the full year of service he purchased Furthermore, the offer to convert Mr***'s purchase to "in store credit" was also extended These offers were refused by Mr [redacted] who prior to filing this complaint initiated a chargeback with his credit card company At this junction, the funds from Mr***'s purchase have left our business account and are no longer available to be refunded per the chargeback process

Complaint: [redacted] I am rejecting this response because: it is not accurate I was not offered the opportunity to "troubleshoot" I was offered the opportunity to have the software uninstalled and that was all they offered It is not accurate that their "customer service" people are available 24/7; their "technical support" people are available by chat but would always tell me that they could not process my refund request and I would have to talk to someone in another department who was unavailable and they would send a ticket Further, they have not addressed my complaint that the software is still on my computer despite their "technical support" allegedly uninstalling the software from my computer This company has responded in this similar manner the entire time I have dealt with them.Here is an example They sent me an email on January purportedly from "Natalie B***" that stated: Thank you for contacting usCustomer satisfaction is our top priority here at Awareness Technologies and our dedicated team of support professionals are available 24/to assist you to ensure that you get the most out of your subscription and that the software is performing as advertisedPer the terms and conditions agreed upon at the time of purchase (http:// [redacted] .com/refund-policy), a refund will be issued in the event the software is not performing as advertised and we are unable to resolve the issue within daysTo this end, please contact our support team at any time via the LiveChat in your account so that we may assist you at your convenienceKindly have the monitored device handy so that our technicians can assist youAssuming our technicians have appropriate access to the monitored device and cannot resolve the issue within days, we will then promptly issue a full refund of your purchaseWe would like to offer you a free session of our desktop sharing serviceTo take advantage of this service, please jump onto our support chat using the target computer so that we can have someone take over your computer remotelyThis will allow us to temporarily take over your mouse and keyboard with your permission so that we can get you up and running and resolve any issues you may haveTo get to our live support chat, go to your account and click on "help" > "help steps" then choose step chat with an agentIf you can't chat from that website, kindly try our alternative website address [redacted] I promptly contacted their "support professionals" who advised me that they could not help me because the first person I worked with had uninstalled the software, and that they were not customer service I then tried to contact "customer service" by responding to "natalie b***" multiple times with no response Several days later I contacted the chat people again, who again advised me that they could not help me because I uninstalled the software and they were not customer service They said they would issue a ticket In response to the ticket, I received an email on February from "natalie b***" that was *the exact same email that they had sent me on January 27*.This is how their "customer service" works: they just say the same thing again and again until you give up That is why I filed this complaint with the Revdex.com Sincerely, [redacted] ***

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!

The customer has filed a chargeback for this transaction Though the chargeback has since been closed, company policy regarding refunds/chargebacks dictates that a period of months from the original transaction, in this case 12/10/2013, be allowed before issuing a refund should a chargeback
be filed Given that the customer experienced an issue with Webroot, Awareness Technologies will not dispute this refund, lesser the processing fees, once this time period has lapsed

Complaint: ***
I am rejecting this response because: I have notified my bank *** *** and they are the ones who informed me to contact the business that had the charges made since my money was in a holding and if they released it I would get it back If they chose not to then AFTER DAYS I can file a complaintI could get much farther with finding out who used my account with any information *** *** could give but they have not offeredAS I stated before I do not have a credit card company it's a debit card that's issued me by *** for my direct depositI have had my card canceled and have to wait till a new one is issued to keep pursing this and I WILL press charges once I have gotten what law enforcement requires with no help from *** ***YOU would think they would want to find out who also since it's shows they could improve their safety messasure also.The only help I've gotten from them is letters stating it's not their trouble and that's allI have looked into other company's polices and I've found that they themselves take an active roll in helping to stop fraud *** *** has not..
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I do not have *** *** on the device that will be usedI do Not want emails, that was not what I purchased the product forI want my money back which your refundPolicy states am I entitled to provided I send a request within daysI sent it within hours there fore I met the criteriaThis will rectify the situation for meEmails rectify it for you, I do not want emails A refund is what I want.
Sincerely,
*** ***

Please note that we have issued a refund to this customer's *** account for the subscription renewal that occurred in However, we are no longer able to issue a refund for a transaction that took place more than one year ago, as the refund window for subscription renewals is limited to
days after the transaction date This customer's *** account has since been cancelled and no active subscriptions remain at this time

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and accept it, but find that this resolution is totally rediculousmonths & countless requests to get a refund from this merchantThird world company
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I do not have *** *** on the device that will be usedI do
Not want emails, that was not what I purchased the product forI want my money back which your refund
Policy states am I entitled to provided I send a request within daysI sent it within hours there fore
I met the criteriaThis will rectify the situation for meEmails rectify it for you, I do not want emails
A refund is what I want.
Sincerely,
*** ***

Thanks for your prompt reply. Please see the below response to this customer’s complaint
Per our refund policy and terms of service, refunds are not issued for lack of physical or administrative access to the target machine. Furthermore, we require that the
customer provide us with reasonable access to the target machine to resolve the issue. Our support team repeatedly offered the customer a remote session to troubleshoot with a technician and get the license up and running. However, as the customer noted in her complaint, she refused these offers as she did not have access to the target computer and thus her refund request was denied
On June 6, the customer contacted our technical support team to engage in this session only after filing a chargeback, which systematically flags the account until the dispute is resolved. At this junction, we can no longer offer the customer technical assistanceShould the customer agree to withdraw this chargeback we are happy to work with her to get the license to perform as advertised
Thanks again ***,
*** ***
Awareness Technologies, Inc
***
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***

Complaint: ***
I am rejecting this response because:
I saved all the "undelivered" emails that I received when trying to contact support So I have absolute proof that my emails to support were not delivered and they were never answered Again I cancelled within the Policy guidelines and they refused my refund They also seem to think that the software is working when it is not!!
Sincerely,
*** ***

Per the customer's complaint, the customer has experienced an issue with website recording on the device he is monitoring Our development team is actively investigating this issue but, as the customer has been informed, we currently do not have an ETA for a fix To this end, the
customer has been informed that his annual subscription will be extended to account for anytime the issue persists in his account plus an additional month for the inconvenience this issue has caused him In the event the customer opts to no longer use the software/does not wish to wait for a fix, we are happy to issue a prorated refund of his purchase Should the customer wish to pursue this refund, he can simply submit an email to *** with the last digits of the credit card used for payment with the amount & date of the charge The prorated refund will be issued upon receipt of this request Of course, if the customer opts to continue his subscription, we will be sure to notify him once a fix has been reached and in the meantime our 24/technical support & customer service team is happy to assist him in taking advantage of the other features the software has to offer & making the most of his account

I bought this to help monitor a teen that was being bullied and it never workedEvery time I contacted them I was told someone would get back to meThis went on for about a monthI have finally given up and about weeks ago requested a refundOf course I have never got my money and again every time I try to contact anyone its more of the sameThis company is a fraudThey will take you money and leave you hanging

We apologize for any confusionWe have already issued a refund for the automatic renewal on 1/24/for $since the subscription was not properly cancelled within the WebWatcher accountNot to worry, the customer should see these funds within 3-business days however, this is completely
dependent on their bank/credit card companyPlease advise the customer that if they have any additional questions or concerns, they should reach out to *** directly

Complaint ID #: *** ***
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 customerWe can see that they reached out to request a refund the day after the initial purchase of the Free TrialAt this junction, we have approved a full refund of this subscriptionTo this end a full refund of the purchase will be issued processed on our end within 3-business days

The client used a free evaluation of the software and expressed concern on 5/12/that websites in the *** browser were not blocked by the solution. The same day, our support team responded to this concern to inform the client that our solution does not currently block websites in this
browser. The customer responded “ty” or “thank you” also on the same day (Please see the screenshots of this correspondence attached) After this correspondence was exchanged, the customer purchased the software on 5/13/ Per our refund policy, no refunds will be issued for customers that purchase after completing an evaluation of the software. It is clear that after opting to purchase the software the customer experienced difficulty installing on some computers with the help of Tier technical support. The customer was advised that we would schedule a session with a senior support engineer to resolve the issue but ultimately insisted on requesting a refund While a refund will not be issued in this case, we will schedule a support session at the customer’s convenience to assist with installation. Furthermore, since the customer purchased an annual subscription, this subscription will be extended to begin at the date the successful installation is completed so that the customer receives the full year of service purchased. Additionally, we are happy to extend the subscription an additional month free of charge to account for any frustration the client has experienced