Awareness Technologies

[redacted] purchased [redacted] for [redacted] monitoring on 1/4/17. 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 program. It will not cause any slowness to the target device. That 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 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.”After an extensive search, we were able to locate a few LiveChats initiated by this customer however, none were for troubleshooting purposes. Each chat was specifically asking how to uninstall the program. We 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 software. It 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. After an extensive search, we were able to locate a few LiveChats initiated by this customer however, none were for troubleshooting purposes. Each chat was specifically asking how to uninstall the program. We 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 software. It 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.

. Revdex.com:
I would like the refund issued.  Asap.  Please don't close ticket until refund is processed. I have reviewed the response made by the business in reference to complaint ID [redacted], and find that  a refund is satisfactory to me. 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:
I would like a full refund as we were unable to use the services for more than 2 hours.  The system shut down 2 hours after we signed up for the services and we did not have any access to the app at all.. Why should we pay for a month of services.. 2 hours does not rightfully justify charging us for a month worth of service. Please refund us the $39.95 you kept of our money for services not rendered. Thank you
Sincerely,
[redacted]

This customer purchased WebWatcher for [redacted] on 1/14/17. 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.” This customer has not yet allowed us the opportunity to troubleshoot. That being said, after investigating this customer’s account further, and reviewing all correspondence with our support/refunds team, we believe this customer is attempting to monitor the usage of an adult third party without her knowledge.  As such, we believe that this customer is in violation of our Terms of Service, which indicate that the software be used in accordance with state and federal laws.  The Awareness Technologies Terms of Service and End User Licensing Agreement require that a customer can only install the software on devices that are owned by the account holder, or have permission to monitor, and that the customer informs all users of those devices (over 18) that they are being monitored.  To be clear, this is the reason we require the user to have both physical and password access to the device for installation and troubleshooting. Not only do we believe that this customer has violated our terms of service, but also may result in breaking federal and state laws. It is our duty to cooperate with authorities in the investigation of any allegations of misuse. Please see the full policy here: [redacted]

The client used a free evaluation of the software and expressed concern on 5/12/2016 that websites in the [redacted] 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 5/13/2016.  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 1 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.

Complaint: [redacted]
I am rejecting this response because:The response is patently false.  I DID speak to senior support staff for several hours.  After almost 6 hours of tech help, their final response was that they didn't know what the issue was and they would take it back to their developers.  They are now lying and saying their senior support staff never talked to me.  Besides this, I've already found alternative solutions for blocking websites that work well so I don't need nor want their product. I want and deserve a full refund.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The response is patently false.  I DID speak to senior support staff for several hours.  After almost 6 hours of tech help, their final response was that they didn't know what the issue was and they would take it back to their developers.  They are now lying and saying their senior support staff never talked to me.  Besides this, I've already found alternative solutions for blocking websites that work well so I don't need nor want their product. I want and deserve a full refund.
Sincerely,
[redacted]

Having looked into this matter further it is evident that the customer has cooperated with our technical support team to try to reach a resolution.  While we have attempted to escalate her specific account issue to our senior development team, the customer has refused and insisted on a refund....

 Given that the issue was not able to be resolved and we have not had the opportunity to escalate it higher , we will issue a refund to this customer and thank her for her patience.

Per the customer's correspondence with our refunds department, the customer was offered the opportunity to convert the [redacted] license she purchased to a different license of equal value as store credit.  Since filing this complaint, the customer accepted this offer and her license has been...

changed.  We look forward to continuing to work with this customer.

A full refund of $259.90 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.

Complaint: [redacted]
I am rejecting this response becauseMy complaint still stands. You repeating the same thing changes nothing. I attempted to utilize your joke of a customer support tonight to no avail. As much as I need this software to work for me it simply will not. As a company selling "spy" software you would think there would be a warning blurb when the popup tells you to go to the [redacted] site that warns people doing so may trigger a text to the phone in question. When you purchase a software license from any other company your time starts when you activate said licence. Your shady company starts the clock when you make the purchase. I will accept no "resolution" that isn't giving me my money back.
Sincerely,
[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]

I would like to clarify that the reason we requested the customer’s...

correct e-mail address is because the one initially provided by [redacted] was not registered in our system. Per the customer’s complaint, if the software is not preforming as advertised, you must allow technical support reasonable access to troubleshoot. Per our refund policy, taken directly from our website, https://webwatcher.com/refund-policy.html, “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.” 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 convenience. After an extensive search, we were able to locate a few LiveChats initiated by this customer however, none were for troubleshooting purposes. We 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 regarding the data in her account. It 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. To this end, we also extended the offer to convert the software to a different monitoring solution, or to temporarily suspend her WebWatcher account in order to begin her annual subscription from the date that the software is successfully installed. This way the customer can take advantage of the 365 days of service she paid for.  Should [redacted] wish to take advantage of this offer, we encourage her to email [email protected].

Downloaded the product on my computer. The product would not work. Gave remote access to my computer to their tech who confirmed it was installed properly. He could not get it to work. The company refused to refund my purchase even though they admit that they could not get it to work.

Having reviewed the correspondence this customer has had with our refunds department, it is evident that the reason the customer is requesting a refund is because messages deleted from the physical iOS device will not be recorded by our software only IF these messages are deleted prior to the next...

iCloud backup that takes place on the device.  Given that this information is made explicitly clear on our website, as is the fact that the functionality of the iOS software is dependent on the iCloud backup process, the customer was not issued a refund.  Please note that this refund was denied not because the customer failed to notify us within the 72 hour window indicated in our refund policy, but rather because the product did not fail to perform as advertised.  The customer has been offered the option of converting his current iOS license to another one of our products/product combinations as an "in store credit."

As noted on our...

website and Terms of Service, [redacted] monitoring
solution and while we make every effort to upgrade to be compatible with new
operating systems [redacted] cannot guarantee compatibility with
future operating systems.  Third party applications like [redacted] may publish
updates such that [redacted] may become inoperable for unexpected and undefined
periods of time. [redacted] cannot guarantee 100% up-time for this reason. In
the event that service is disrupted by a third party update and lasts for more
than a continuous 72 hour period, any [redacted] account impacted will be pro-rated and
extended out for the amount of time effected by this disruption.  
In this case, the customer has already received a 5 month extension of his subscription to account for a total of 1-2 months that [redacted] was not compatible with [redacted] as well as an offer to receive bonus features free of charge.  Additionally, the customer has been offered a pro-rated refund for the time the subscription has gone unused (2/22/2016 - 5/20/2016).  However, these offers have not been accepted.  We certainly understand the customer's frustration that he must now request data from within his account though it is worth noting this is the market standard for an [redacted] monitoring solution.  Given that the customer is unhappy with the 5 month extension, offer of free additional features, and the prorated refund for time unused (last use on 2/22) we are willing to make a one time exception to our refund policy and issue a prorated refund for the 5 months of service that the customer has directly informed us is his desired settlement.

This customer enrolled in a 7-day Free Trial subscription for 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!

Please note that when the customer initially signed up for the Free Trial, they had access to the service completely free of charge for 7 days. The Free Trial program is intended to provide you with a no risk method to confirm [redacted] works as advertised. Please review our refund policy (on our website and also inside your secure account) which states 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 your account. However, the customer can cancel the subscription at ANY TIME to ensure the account does not incur any additional renewal charges. For technical issues encountered after the 7 Day Free Trial, 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 the customer's subscription for the period of time they were inconvenienced.However, we are willing to make an exception to our refund policy and offer to convert the annual subscription that the customer purchased ($129.95) to a monthly subscription ($39.95) – issuing the customer a refund of $90. This offer, and all other offers as previously stated still stand. Should the customer wish to take advantage of this offer, we encourage her to e-mail [redacted]

This customer enrolled in a 7-day Free Trial subscription 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 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.”   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. 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!