Awareness Technologies

This person attempted to use our software in a manner contrary to our terms of service. Accordingly, his purchase has been refunded and his account has been deactivated.  Having reviewed the...

correspondence with our technical support team, this individual did not have access to the computer he intended to monitor and he requested our development team assist him with remotely installing the software so that he could monitor the usage of an adult third party without her knowledge. This is in clear violation of our Terms of Service, which indicate that the software be used in accordance with state and federal laws.  Furthermore, the individual stated his intention to submit several negative public reviews of [redacted] in order to “sway the CEO” to have our development team accommodate his request for an illegal remote install due to his lack of physical and administrative access to the computer he wanted to monitor. For obvious reasons, [redacted] does not offer "remote installs". The Awareness Technologies Terms of Service and End User Licensing Agreement require that you only install the software on computers that you own or have permission to monitor and that you inform all users of those computers (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 computer for installation and troubleshooting.  Failure to do so may result in breaking of federal and state laws and it is our duty to cooperate with authorities in the investigation of any allegations of misuse.  To this end, the account information, including the IP address of the computer he attempted to install the software onto, will be turned over the [redacted] Police Department and the [redacted] State Police for further investigation.

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.

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 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!

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]

As the customer mentioned, [redacted] is an...

[redacted] monitoring solution.  This means that the
content and frequency of data recorded by the software is dependent on the
[redacted] backup process.  A full list of supported
features are available on our website [redacted] – none of which include screen shot monitoring, though the software is able to
highlight specified content of text messages which may be helpful to the
customer.  While deleted text messages
are a supported feature, this (and other data types like [redacted] monitoring) are available with the purchase of an add-on (Unlimited
Update Package) that the customer never purchased.  While this information is clearly displayed
on the website, we are happy to add this to the customer’s account free of
charge ($49.95 value). 
It is worth noting that it is the market standard to “request
data” for a device running [redacted].  Data
can be requested on demand via a button in the customer’s secure [redacted] account
1x every 6 hours.  So long as a recent
[redacted] backup has taken place on the device, data will upload to the account.  As an additional feature, [redacted] has
recently introduced daily automatic data retrieval request for any customer
that logs into his/her secure [redacted] account at least 1x every 48 hours.
Given that the software has performed as advertised a refund was
not issued in this case though, as she stated, she was offered an account
extension as well as in store credit.  Though rejected by the customer initially, these
offers still stand.  Our dedicated team
of 24/7 technical support and customer service professionals are happy to
assist the customer with any questions/concerns surrounding the [redacted] backup
process and to help her make the most of the annual subscription she purchased.

Complaint: [redacted]
I am rejecting this response because: I was forced to pay a 20 dollar fee to reactivate the account. Tou did not reactivate my account, I had to call and pay to activate it. The 20 dollar paymwnt has to be refunded for this matter to be closed.
Sincerely,
[redacted]

This customer purchased WebWatcher for PC on 12/23/16. Mr. [redacted] 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.” 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. To 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 installed. This way the customer can take advantage of the 365 days of service he paid for.  Should Mr. [redacted] wish to take advantage of this offer, we encourage him to email [redacted].

Having looked into this issue, it appears that the customer expressed dissatisfaction at not being able to apply a discount code to his purchase after the transaction was already complete.  While our policy is not to apply discount codes to purchases retroactively, should this customer be...

willing to provide the discount code in question to our support team we will be able to provide a refund for the discounted amount.

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

Thank you for contacting us.  Customer satisfaction is our top priority here at Awareness Technologies and our dedicated team of support professionals are available 24/7 to assist you to ensure that you get the most out of your subscription, and that the software is performing as...

advertised.    Per our refund policy agreed to at the time of purchase, if you have purchased [redacted] and it does not perform as advertised, please notify us within 72 hours of your purchase. Our customer support staff is available 24/7 to resolve any issues 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. Please note you must provide our technical support a reasonable opportunity to resolve the issue with physical/administrative access to the target device. Please see refund policy [redacted] for further details.   We urge the customer to kindly reach out to us via LiveChat to be connected with a dedicated member of our support team to properly troubleshoot the issue the customer may be having with the software.  We look forward to working with you.

We have investigated the account issues noted in this complaint.  Our technicians have attempted to initiate 2 remote sessions with the customer to remotely install the software licenses and ensure the product is functioning as advertised.  Unfortunately, the customer has thus far been...

unable to engage in these sessions.  We have escalated this matter to our senior development team & they have confirmed this is not the result of an issue with our remote program and can be attributed to user error.  To speak to the customer's concern regarding a lack of response to the initial refund request,, the customer closed this ticket and thus it did not reach our refunds department.  As the customer has indicated, our refunds department has responded to the subsequent requests and prompted the customer to engage in a remote session so that our technicians can address the account issue at hand.  In order to successfully establish this connection, we are happy to provide 1x phone support to ensure the necessary steps are taken on the customer's end to allow our technicians to remotely troubleshoot.

Per our direct correspondence with the customer, we have issued a partial refund of $90.00 on 3/23/18 to downgrade their subscription to one month, instead of one year.  The customer has accepted this resolution and the refund has been processed.  We must now consider this matter with the...

Revdex.com closed.

Per the complaint, the customer asserts that he purchased 2 subscriptions and that the software purchased for PC is unable to be downloaded and that the software for [redacted] is not clearly advertised as being [redacted] dependent.  Per the customer’s purchase history (see attached),...

he purchased 3 annual WebWatcher subscriptions in 2015.  The customer first purchased the software for PC in March of 2015.  In November of 2015, the customer purchased an additional software subscription for PC (the same type of software he already had) and another subscription for his [redacted] device.  One of these subscriptions (WebWatcher for PC purchased in March of 2015) recently renewed.  If the customer no longer wishes to use this service, we are happy to issue a refund for the renewal of this WebWatcher for PC license ($99.95).  To speak to the remaining 2 subscriptions purchased in November of 2015, the customer contacted our support team for assistance with both his WebWatcher for PC and [redacted] licenses in April of 2016.  The customer was not able to complete the installation of the software for PC using the instructions provided and insisted on requesting a refund.  Our customer support team has offered a complementary remote installation of the PC software by a technician to resolve the issue.  This offer was rejected.  Despite the fact that the customer is now 5 months into his annual subscription and our refund policy (agreed to at the time of purchase) explicitly states that there is a 3 day window to we will happily issue a prorated refund for the remainder of this subscription in the event the troubleshooting on his PC is not successful.   In regards to the customer’s claim that our [redacted] software is not advertised as an [redacted] dependent solution, please see the attached screenshots taken directly from our WebWatcher for [redacted] website http://webwatcher.com/iphone-monitoring.  It is important to note this information is not in fine print but rather on the main page of our website.  In addition to this website content, our team of 24/7 customer support professionals are available to address any questions or concerns regarding how the software works both prior to and following purchase.  All offers extended to the customer to convert this [redacted] license purchased in November 2015 to monitor an alternate device (PC, [redacted]) for the remainder of his annual subscription still stand.

This matter has been investigated and, as promised, a full refund ($97.00) via check was issued to this customer.  The check was sent from our corporate office on 9/1/2014.  This issue has been resolved.

This customer enrolled in a 7-day Free Trial subscription for WebWatcher for Android. Please see our refund policy, [redacted]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.” 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!

The software is not as advertised in my view. After using it for less than a month I sent an email stating that I was not happy with the soft ware. I explained that I am an [redacted] user and that their software does not support [redacted] or [redacted] and that we need to download an a different browser just to view the web page or spend more money to have them send you the information via email. Both are ridiculous this day and age and it's all about a cash grab for them as the real solution would be to keep it simple use a modern day standard of HTML and have one fee for everything. I sent them emails explaining that I was not happy with the experience and the software and was not as advertised. They told be I only had 3 days to ask for a refund which is in small print in a section that no one reads. 3DAYS??? They strive for customer service?? 3 days!!! I took a week before I even turned it on and when I did I was disappointed , but gave it a couple of weeks to see if I can get use to it. They were polite but did not offer anything constructive. I even told them to give me back a prorated amount for the less than a month I tried to use the software. So disappointing and shame on me for not doing more home

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 3 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.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Webwatcher is violation  my rights. Three 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 24 hours of purchase. I never used the web. I 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 was sent an email by [redacted] on October 3, 2014 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 place. I am appalled that they will not refund this. 
[[redacted]] Refund Please
Inbox
x
Awareness Technologies Support [redacted]
Oct 3
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 conditions. You could not proceed with the purchase if you haven't checked the box indicating that you have read and agreed on our terms and conditions. You 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 remotely. You 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 to. Or 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 $30 difference since the [redacted] license is $99.95.
 
Regards,Awareness Tech Customer Support

This is ridiculous. Cutting and pasting the same exact response is unacceptable. I was finally able to disable 2 step only to be told by "tech support" the user name and password are wrong. It's not. I'm able to log into [redacted] with it just fine. I believe this company is a scam, once they have your money and their software doesn't work like it's supposed to the customer is out of luck.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]