Mr [redacted] first joined BidPrime in and renewed for another yearly subscription in During this two year period, the auto renew featured was enabledAs shown in Exhibit A, the receipt issued in May of references the auto renewal being enabled and the date that the account was scheduled to renewIn February of 2016, Mr [redacted] reached out to his account manager [redacted] in regards to adding additional users on the accountHe also mentioned that they would need their own keywords as it was his hopes that they would be in charge of the account going forwardCancellation of service was never mentioned.After the call with his account manager on February 12, 2016, the account was utilized frequently by Mr***.On May 17, 2016, a standard renewal notice was emailed out to Mr [redacted] ten days prior to the account being renewedAs shown in Exhibit B, the notice states the credit card listed on file and if Mr [redacted] should wish to cancel the service, that he contact the support team prior to the scheduled renewal dateNo contact was made by Mr [redacted] to BidPrime at this point.On May 27, 2016, Mr***'s account was renewed for another year as agreed to in the terms and conditions of the accountAt this time, a new receipt was issued to his email addressAs shown in Exhibit C, the receipt also shows that auto renewal is still enabled and allows for the option to disable at any time.On June 27, 2016, Mr [redacted] called Mrs [redacted] and left a voicemail in regards to his renewal and asked for a call backExhibit D shows all call records between Mr [redacted] and BidPrime since January of 2016, including the time of the call on June 27th, 2016.On the same day, a call was made by Mrs [redacted] to Mr [redacted] using the company number left in the voicemail previouslyExhibit E shows all call records of this phone number with BidPrime as wellAs mentioned during this call, (recording is on file but unable to attach Exhibit F mp3) Mr [redacted] mentions that he was awaiting the renewal notice and at that time, and might "bow out" from continuingThere was never mention of a call being made in April of stating that he would be cancelling the service once the current subscription had expiredAs shown in Exhibit D and E, there is also no record of a call being made by Mr [redacted] to Mrs [redacted] .After the call between Mr [redacted] and Mrs [redacted] occurred, the account was reviewed by our accounting departmentAlthough our cancellation policy clearly states that a refund will not be issued once an account has been charged for renewal, BidPrime tried to work with Mr [redacted] and offered a 50% refund of his purchase priceEven though it had been days since the account had been charged and BidPrime would be taking a loss by issuing a partial refund at this point, we tried to offer a responsible solutionMr [redacted] declined this offerA factor in this decision was that Mr [redacted] and his associates were using the account and utilizing the service requests during that periodOnce the partial refund offer was declined, Mr [redacted] threatened with legal action and at this point our Support team is instructed to pass along to our attorneysAdvisement was to no longer negotiate with Mr***It seems as if the stated facts changed of what actually happened after our support team informed Mr [redacted] that he would not receive a full refund as requestedPerhaps it is a matter that he simply forgot about the account renewal or put it off for a later date and did not realize it until it was too lateEither way, BidPrime notified him multiple times of the charge that would occur on May 27th, and he had the opportunity to call into our support line, email us, use our online support chat, or reach out to Mrs [redacted] at any time to turn off the auto renew before his account was chargedHowever, no action was taken by Mr [redacted] until days after the account had renewed after multiple data request services were rendered and data accessedAt this point there was nothing more BidPrime could doWe at BidPrime are up front with our auto-renew featureBidPrime has well over 5,clients who use this service and we have only a few number of complaints per year due to the fact that we give our clients multiple opportunities and avenues for turning off auto renewal (call, chat, email, toggling the auto renew function in the User Interface "Billing" area"/ Exhibit G)In this case, it appears that the renewal was not cancelled prior to the renewal date through any of these methods of cancellationWhile we would have been able to void our payment if requested the day of the auto renewal, this option was untenable seeing as Mr [redacted] and his associates used our data request services and accessed our portal for days after his renewalIn addition, BidPrime's terms of service that Mr [redacted] had agreed to for multiple years, along with communication regarding the auto renewal was clearUpon contacting BidPrime with threats and subsequent contact to Revdex.com that included libelous and defamatory statement that the service was canceled by phone contact prior to the date of renewal ("in April, I called to inquire when my subscription was up and informed them (***) I was not going to renew"), we will choose not to offer a full refund
After free trials, logins with a username and password, mult**le document downloads, and a high number of email views, we believe the service was understood prior to the promotion when Mr [redacted] decided to keep the service after the free trialIt was only at that point that Mr [redacted] submitted a credit card to keep it activeThe Terms of Service were attached in a checkbox at the beginning of the trialAgain, at the close of the trialI'm afraid there is nothing we can do to rectify this situation.I will submit, finally, that this is the reason we offer free trials of our serviceEvery user has a chance to use the serviceMr [redacted] actually used this free trial actively and found value prior to the purchaseThis led to a purchase.We have been in business since and we have never had this type of complaint beforeWe have no sordid history with the Revdex.com or with our clientsWe have over 2,clients active at this pointI believe this situation is a unique one not the fault of Mr [redacted] or BidPrimeWe will offer that the Account Manager assigned to Mr [redacted] has been required to put an "Out of Office" email if she takes a day off outside of a standard Federal holidayIn this case, our employee was off on Wednesday, Friday and the Monday following ThanksgivingHer absence during that period was the impetus for the reaction
Complaint: [redacted] I am rejecting this response because: It does not resolve our complaintThey keep saying there is "nothing" they can doThat is entirely falseThey can cancel the service and issue a refundIt's not that they can't do it, it's that they won't do itWe have never been satisfied with the service and have complained since the beginningThere is no reason for this not to be refunded Regards, [redacted]
Complaint: ***
I am rejecting this response because:
First, Revdex.com please delete my name from the public response
BidPrimes response is filled with inaccuracies and is misleading. BidPrime has an annual auto new feature for their subscrition service which is not discussed at any time with their clientsI was completly unaware of itI did not open any e-mails from BidPrime that alerted me to this auto renew feature so I was surprise at the chargeThe law requires that I approve of any charges to my credit card and this was not doneI did not authorize this annual charge and any hidden language in their terms and conditions is not a legal authorization on my part
I have further challenged this transaction with my credit card company
Regards,
*** *
Ultimately, the individual signed up under a promotional offer from Mr*** *** (Exhibit A)The previous phone exchanges occurred between Mr*** and Mr*** assistant, Mr*** ***This has been the case for a number of yearsOur company had not had contact with Mr*** before the
latest free trial offering when Mr, *** asked to add *** to the trial to "check it out." Mr*** was added to the free trial account on Wednesday, November Please keep in mind he received and used the free trial for weeks following thisAt one point on November 6, Mr*** sent our team an email as an attempt to log in to BidPrime and use the service (Exhibit D)Shortly after, we sent him a password reset and got him into the free trial account.Our data shows that Mr*** actively received and reviewed email alerts from BidPrime and saw the service in action for weeks prior to the date he paidThe first engagement with Mr *** was on Monday, November Mr*** responded on November and wanted to add some keywords to his free trial to compare with his current service. On Thursday November, Mr*** talked to Mr***At this time, Mr*** told Mr*** that BidPrime found bids that his other service hadn't foundThis seemed positive.Mr*** called Mr*** on Monday, November and had no responseAt this point, Mr*** emailed Promotional Pricing to Mr*** (Exhibit A). Mr*** accepted Mr***'s offer in this email saying "I'll sign up for this" Please note the body of Mr***'s emailThere is no mention of "awards" or "results", only references to "bids" in this offerJust as the trial offeredThe trial was expiring and the offer was to continue the service for a year."We would be willing to offer you our Nationwide State & Local Plan at $per yearIf you need Federal Civilian bids, Federal Military, or Canadian bids, we will extend a 50% discount on those as well"At this point, Mr*** responded positively (Exhibit A).Only after Mr*** decided to continue the service by taking advantage of the promotion, he became unhappy. Mr*** did email his Account Manager at 2:04PM on Tuesday, November 25, his Account Manager had taken off that day and was out on a vacation from Tuesday afternoon until Monday afternoonShe responded Tuesday afternoon (Exhibit E), after coordinating the response with her manager and technical teamThat was when Mr*** asked for the refundFrom that point onward he called our number mult**le times demanding to speak with our ownerAfter threats were made, we instructed our team not to answer his calls and to send to voice mailThis was because Mr*** had mentioned going to our employee's twitter accounts and following them around to besmirch their reputations. Finally, we offer free full access trials to our servicesThis has mitigated our need to deal with unhappy customers who sign up for something they regretI admit I am new this type of complaintI can understand a client being upset about a renewal or anything that might have been an oversightHowever, Mr*** seemed to have a grasp on the service offering through his use of BidPrimeNo discussions, marketing materials, emails state anything otherwiseOur clients all take free trials prior to signing up, and after they perform their due diligence on our service, they either sign up or they don'tSometimes we offer promotions to current or past trials as an incentive to subscribe, just as what Mr*** acceptedWe don't promise anything extra after the trialWe don't have any other services that we teaseThe service is what it is at its free level for weeks, as it is for clients. Mr*** and his company have had numerous trials over the yearsAnd these free trials have always piqued their interest to compare to what they were receiving from other sourcesIt was communicated to Mr*** by Mr*** that we had found bids that their incumbent service hadn'tAgain, he was taking the free trial and engaged.Mr*** *** has been selling BidPrime for a number of years and in every transaction I have encountered he never has stated we have "bid results." We have no history of this being said or of any complaintsAll of our marketing material clearly states that we offer bid notificationsOur website only shows active leadsWe don't market "results" as any feature of BidPrimePlease see our website.This company had taken a number of trials over previous yearsSome of the trials were solicited by us through our marketingHis assistant actively logged in and used our service for a good amount of time previously. In my analysis, through reviewing the emails, the notes and conversations, and account activity, there was no need to offer a refundOur Terms of Service states this (www.bidprime.com/about/terms-of-service see section "TERMINATION OF SERVICE")I believe this is either the result of his Account Manager being on vacation over Thanksgiving holiday, or a miscommunication on the part of Mr *** Neither of these warrant a refund in my judgmentI testify and contend that there was no misrepresentation of BidPrime's service after reviewing the timeline and evidence we have on hand, as well as my conversations with Mr***If the service Mr*** was using for weeks before he accepted the promotional offer was not what he expected it to be, he should not have paid.If I can provide any further details, including call logs, login activity, email view activity, please let me knowThis information takes longer to compile but I think it could also shed light on how frequently Mr*** used the free trial before subscribing.Best Regards,*** *** *** ***
Complaint: ***
I am rejecting this response because:We were advised that the service we were subscribing to was the same as the service we presently had with Bidprime's competitorWe discovered after payment, that Bidprime does not offer the same service and requested a refundWe have never been happy with the service and at present we do not use itAt no point was it ever explained to us that they have a no refund policy
Regards,
*** ***
Mr. [redacted] first joined BidPrime in 2014 and renewed for another yearly subscription in 2015. During this two year period, the auto renew...
featured was enabled. As shown in Exhibit A, the receipt issued in May of 2015 references the auto renewal being enabled and the date that the account was scheduled to renew.
In February of 2016, Mr. [redacted] reached out to his account manager [redacted] in regards to adding additional users on the account. He also mentioned that they would need their own keywords as it was his hopes that they would be in charge of the account going forward. Cancellation of service was never mentioned.After the call with his account manager on February 12, 2016, the account was utilized frequently by Mr. [redacted].On May 17, 2016, a standard renewal notice was emailed out to Mr. [redacted] ten days prior to the account being renewed. As shown in Exhibit B, the notice states the credit card listed on file and if Mr. [redacted] should wish to cancel the service, that he contact the support team prior to the scheduled renewal date. No contact was made by Mr. [redacted] to BidPrime at this point.On May 27, 2016, Mr. [redacted]'s account was renewed for another year as agreed to in the terms and conditions of the account. At this time, a new receipt was issued to his email address. As shown in Exhibit C, the receipt also shows that auto renewal is still enabled and allows for the option to disable at any time.On June 27, 2016, Mr. [redacted] called Mrs. [redacted] and left a voicemail in regards to his renewal and asked for a call back. Exhibit D shows all call records between Mr. [redacted] and BidPrime since January of 2016, including the time of the call on June 27th, 2016.On the same day, a call was made by Mrs. [redacted] to Mr. [redacted] using the company 800 number left in the voicemail previously. Exhibit E shows all call records of this phone number with BidPrime as well. As mentioned during this call, (recording is on file but unable to attach Exhibit F mp3) Mr. [redacted] mentions that he was awaiting the renewal notice and at that time, and might "bow out" from continuing. There was never mention of a call being made in April of 2016 stating that he would be cancelling the service once the current subscription had expired. As shown in Exhibit D and E, there is also no record of a call being made by Mr. [redacted] to Mrs. [redacted].After the call between Mr. [redacted] and Mrs. [redacted] occurred, the account was reviewed by our accounting department. Although our cancellation policy clearly states that a refund will not be issued once an account has been charged for renewal, BidPrime tried to work with Mr. [redacted] and offered a 50% refund of his purchase price. Even though it had been 30 days since the account had been charged and BidPrime would be taking a loss by issuing a partial refund at this point, we tried to offer a responsible solution. Mr. [redacted] declined this offer. A factor in this decision was that Mr. [redacted] and his associates were using the account and utilizing the service requests during that period. Once the partial refund offer was declined, Mr. [redacted] threatened with legal action and at this point our Support team is instructed to pass along to our attorneys. Advisement was to no longer negotiate with Mr. [redacted]. It seems as if the stated facts changed of what actually happened after our support team informed Mr. [redacted] that he would not receive a full refund as requested. Perhaps it is a matter that he simply forgot about the account renewal or put it off for a later date and did not realize it until it was too late. Either way, BidPrime notified him multiple times of the charge that would occur on May 27th, 2016 and he had the opportunity to call into our support line, email us, use our online support chat, or reach out to Mrs. [redacted] at any time to turn off the auto renew before his account was charged. However, no action was taken by Mr. [redacted] until 30 days after the account had renewed after multiple data request services were rendered and data accessed. At this point there was nothing more BidPrime could do. We at BidPrime are up front with our auto-renew feature. BidPrime has well over 5,500 clients who use this service and we have only a few number of complaints per year due to the fact that we give our clients multiple opportunities and avenues for turning off auto renewal (call, chat, email, toggling the auto renew function in the User Interface "Billing" area"/ Exhibit G). In this case, it appears that the renewal was not cancelled prior to the renewal date through any of these methods of cancellation. While we would have been able to void our payment if requested the day of the auto renewal, this option was untenable seeing as Mr. [redacted] and his associates used our data request services and accessed our portal for 30 days after his renewal. In addition, BidPrime's terms of service that Mr. [redacted] had agreed to for multiple years, along with communication regarding the auto renewal was clear. Upon contacting BidPrime with threats and subsequent contact to Revdex.com that included libelous and defamatory statement that the service was canceled by phone contact prior to the date of renewal ("in April, 2016 I called to inquire when my subscription was up and informed them ([redacted]) I was not going to renew"), we will choose not to offer a full refund.
After 4 free trials, 11 logins with a username and password, mult**le document downloads, and a high number of email views, we believe the service was understood prior to the promotion when Mr. [redacted] decided to keep the service after the free trial. It was only at that point that Mr. [redacted] submitted a credit card to keep it active. The Terms of Service were attached in a checkbox at the beginning of the trial. Again, at the close of the trial. I'm afraid there is nothing we can do to rectify this situation.I will submit, finally, that this is the reason we offer free trials of our service. Every user has a chance to use the service. Mr. [redacted] actually used this free trial actively and found value prior to the purchase. This led to a purchase.We have been in business since 2009 and we have never had this type of complaint before. We have no sordid history with the Revdex.com or with our clients. We have over 2,150 clients active at this point. I believe this situation is a unique one not the fault of Mr. [redacted] or BidPrime. We will offer that the Account Manager assigned to Mr. [redacted] has been required to put an "Out of Office" email if she takes a day off outside of a standard Federal holiday. In this case, our employee was off on Wednesday, Friday and the Monday following Thanksgiving. Her absence during that period was the impetus for the reaction.
Complaint: [redacted]
I am rejecting this response because: It does not resolve our complaint. They keep saying there is "nothing" they can do. That is entirely false. They can cancel the service and issue a refund. It's not that they can't do it, it's that they won't do it. We have never been satisfied with the service and have complained since the beginning. There is no reason for this not to be refunded.
Regards,
[redacted]
Mr [redacted] first joined BidPrime in and renewed for another yearly subscription in During this two year period, the auto renew featured was enabledAs shown in Exhibit A, the receipt issued in May of references the auto renewal being enabled and the date that the account was scheduled to renewIn February of 2016, Mr [redacted] reached out to his account manager [redacted] in regards to adding additional users on the accountHe also mentioned that they would need their own keywords as it was his hopes that they would be in charge of the account going forwardCancellation of service was never mentioned.After the call with his account manager on February 12, 2016, the account was utilized frequently by Mr***.On May 17, 2016, a standard renewal notice was emailed out to Mr [redacted] ten days prior to the account being renewedAs shown in Exhibit B, the notice states the credit card listed on file and if Mr [redacted] should wish to cancel the service, that he contact the support team prior to the scheduled renewal dateNo contact was made by Mr [redacted] to BidPrime at this point.On May 27, 2016, Mr***'s account was renewed for another year as agreed to in the terms and conditions of the accountAt this time, a new receipt was issued to his email addressAs shown in Exhibit C, the receipt also shows that auto renewal is still enabled and allows for the option to disable at any time.On June 27, 2016, Mr [redacted] called Mrs [redacted] and left a voicemail in regards to his renewal and asked for a call backExhibit D shows all call records between Mr [redacted] and BidPrime since January of 2016, including the time of the call on June 27th, 2016.On the same day, a call was made by Mrs [redacted] to Mr [redacted] using the company number left in the voicemail previouslyExhibit E shows all call records of this phone number with BidPrime as wellAs mentioned during this call, (recording is on file but unable to attach Exhibit F mp3) Mr [redacted] mentions that he was awaiting the renewal notice and at that time, and might "bow out" from continuingThere was never mention of a call being made in April of stating that he would be cancelling the service once the current subscription had expiredAs shown in Exhibit D and E, there is also no record of a call being made by Mr [redacted] to Mrs [redacted] .After the call between Mr [redacted] and Mrs [redacted] occurred, the account was reviewed by our accounting departmentAlthough our cancellation policy clearly states that a refund will not be issued once an account has been charged for renewal, BidPrime tried to work with Mr [redacted] and offered a 50% refund of his purchase priceEven though it had been days since the account had been charged and BidPrime would be taking a loss by issuing a partial refund at this point, we tried to offer a responsible solutionMr [redacted] declined this offerA factor in this decision was that Mr [redacted] and his associates were using the account and utilizing the service requests during that periodOnce the partial refund offer was declined, Mr [redacted] threatened with legal action and at this point our Support team is instructed to pass along to our attorneysAdvisement was to no longer negotiate with Mr***It seems as if the stated facts changed of what actually happened after our support team informed Mr [redacted] that he would not receive a full refund as requestedPerhaps it is a matter that he simply forgot about the account renewal or put it off for a later date and did not realize it until it was too lateEither way, BidPrime notified him multiple times of the charge that would occur on May 27th, and he had the opportunity to call into our support line, email us, use our online support chat, or reach out to Mrs [redacted] at any time to turn off the auto renew before his account was chargedHowever, no action was taken by Mr [redacted] until days after the account had renewed after multiple data request services were rendered and data accessedAt this point there was nothing more BidPrime could doWe at BidPrime are up front with our auto-renew featureBidPrime has well over 5,clients who use this service and we have only a few number of complaints per year due to the fact that we give our clients multiple opportunities and avenues for turning off auto renewal (call, chat, email, toggling the auto renew function in the User Interface "Billing" area"/ Exhibit G)In this case, it appears that the renewal was not cancelled prior to the renewal date through any of these methods of cancellationWhile we would have been able to void our payment if requested the day of the auto renewal, this option was untenable seeing as Mr [redacted] and his associates used our data request services and accessed our portal for days after his renewalIn addition, BidPrime's terms of service that Mr [redacted] had agreed to for multiple years, along with communication regarding the auto renewal was clearUpon contacting BidPrime with threats and subsequent contact to Revdex.com that included libelous and defamatory statement that the service was canceled by phone contact prior to the date of renewal ("in April, I called to inquire when my subscription was up and informed them (***) I was not going to renew"), we will choose not to offer a full refund
After free trials, logins with a username and password, mult**le document downloads, and a high number of email views, we believe the service was understood prior to the promotion when Mr [redacted] decided to keep the service after the free trialIt was only at that point that Mr [redacted] submitted a credit card to keep it activeThe Terms of Service were attached in a checkbox at the beginning of the trialAgain, at the close of the trialI'm afraid there is nothing we can do to rectify this situation.I will submit, finally, that this is the reason we offer free trials of our serviceEvery user has a chance to use the serviceMr [redacted] actually used this free trial actively and found value prior to the purchaseThis led to a purchase.We have been in business since and we have never had this type of complaint beforeWe have no sordid history with the Revdex.com or with our clientsWe have over 2,clients active at this pointI believe this situation is a unique one not the fault of Mr [redacted] or BidPrimeWe will offer that the Account Manager assigned to Mr [redacted] has been required to put an "Out of Office" email if she takes a day off outside of a standard Federal holidayIn this case, our employee was off on Wednesday, Friday and the Monday following ThanksgivingHer absence during that period was the impetus for the reaction
Complaint: [redacted] I am rejecting this response because: It does not resolve our complaintThey keep saying there is "nothing" they can doThat is entirely falseThey can cancel the service and issue a refundIt's not that they can't do it, it's that they won't do itWe have never been satisfied with the service and have complained since the beginningThere is no reason for this not to be refunded Regards, [redacted]
Complaint: ***
I am rejecting this response because:
First, Revdex.com please delete my name from the public response
BidPrimes response is filled with inaccuracies and is misleading. BidPrime has an annual auto new feature for their subscrition service which is not discussed at any time with their clientsI was completly unaware of itI did not open any e-mails from BidPrime that alerted me to this auto renew feature so I was surprise at the chargeThe law requires that I approve of any charges to my credit card and this was not doneI did not authorize this annual charge and any hidden language in their terms and conditions is not a legal authorization on my part
I have further challenged this transaction with my credit card company
Regards,
*** *
Ultimately, the individual signed up under a promotional offer from Mr*** *** (Exhibit A)The previous phone exchanges occurred between Mr*** and Mr*** assistant, Mr*** ***This has been the case for a number of yearsOur company had not had contact with Mr*** before the
latest free trial offering when Mr, *** asked to add *** to the trial to "check it out." Mr*** was added to the free trial account on Wednesday, November Please keep in mind he received and used the free trial for weeks following thisAt one point on November 6, Mr*** sent our team an email as an attempt to log in to BidPrime and use the service (Exhibit D)Shortly after, we sent him a password reset and got him into the free trial account.Our data shows that Mr*** actively received and reviewed email alerts from BidPrime and saw the service in action for weeks prior to the date he paidThe first engagement with Mr *** was on Monday, November Mr*** responded on November and wanted to add some keywords to his free trial to compare with his current service. On Thursday November, Mr*** talked to Mr***At this time, Mr*** told Mr*** that BidPrime found bids that his other service hadn't foundThis seemed positive.Mr*** called Mr*** on Monday, November and had no responseAt this point, Mr*** emailed Promotional Pricing to Mr*** (Exhibit A). Mr*** accepted Mr***'s offer in this email saying "I'll sign up for this" Please note the body of Mr***'s emailThere is no mention of "awards" or "results", only references to "bids" in this offerJust as the trial offeredThe trial was expiring and the offer was to continue the service for a year."We would be willing to offer you our Nationwide State & Local Plan at $per yearIf you need Federal Civilian bids, Federal Military, or Canadian bids, we will extend a 50% discount on those as well"At this point, Mr*** responded positively (Exhibit A).Only after Mr*** decided to continue the service by taking advantage of the promotion, he became unhappy. Mr*** did email his Account Manager at 2:04PM on Tuesday, November 25, his Account Manager had taken off that day and was out on a vacation from Tuesday afternoon until Monday afternoonShe responded Tuesday afternoon (Exhibit E), after coordinating the response with her manager and technical teamThat was when Mr*** asked for the refundFrom that point onward he called our number mult**le times demanding to speak with our ownerAfter threats were made, we instructed our team not to answer his calls and to send to voice mailThis was because Mr*** had mentioned going to our employee's twitter accounts and following them around to besmirch their reputations. Finally, we offer free full access trials to our servicesThis has mitigated our need to deal with unhappy customers who sign up for something they regretI admit I am new this type of complaintI can understand a client being upset about a renewal or anything that might have been an oversightHowever, Mr*** seemed to have a grasp on the service offering through his use of BidPrimeNo discussions, marketing materials, emails state anything otherwiseOur clients all take free trials prior to signing up, and after they perform their due diligence on our service, they either sign up or they don'tSometimes we offer promotions to current or past trials as an incentive to subscribe, just as what Mr*** acceptedWe don't promise anything extra after the trialWe don't have any other services that we teaseThe service is what it is at its free level for weeks, as it is for clients. Mr*** and his company have had numerous trials over the yearsAnd these free trials have always piqued their interest to compare to what they were receiving from other sourcesIt was communicated to Mr*** by Mr*** that we had found bids that their incumbent service hadn'tAgain, he was taking the free trial and engaged.Mr*** *** has been selling BidPrime for a number of years and in every transaction I have encountered he never has stated we have "bid results." We have no history of this being said or of any complaintsAll of our marketing material clearly states that we offer bid notificationsOur website only shows active leadsWe don't market "results" as any feature of BidPrimePlease see our website.This company had taken a number of trials over previous yearsSome of the trials were solicited by us through our marketingHis assistant actively logged in and used our service for a good amount of time previously. In my analysis, through reviewing the emails, the notes and conversations, and account activity, there was no need to offer a refundOur Terms of Service states this (www.bidprime.com/about/terms-of-service see section "TERMINATION OF SERVICE")I believe this is either the result of his Account Manager being on vacation over Thanksgiving holiday, or a miscommunication on the part of Mr *** Neither of these warrant a refund in my judgmentI testify and contend that there was no misrepresentation of BidPrime's service after reviewing the timeline and evidence we have on hand, as well as my conversations with Mr***If the service Mr*** was using for weeks before he accepted the promotional offer was not what he expected it to be, he should not have paid.If I can provide any further details, including call logs, login activity, email view activity, please let me knowThis information takes longer to compile but I think it could also shed light on how frequently Mr*** used the free trial before subscribing.Best Regards,*** *** *** ***
Complaint: ***
I am rejecting this response because:We were advised that the service we were subscribing to was the same as the service we presently had with Bidprime's competitorWe discovered after payment, that Bidprime does not offer the same service and requested a refundWe have never been happy with the service and at present we do not use itAt no point was it ever explained to us that they have a no refund policy
Regards,
*** ***
Mr. [redacted] first joined BidPrime in 2014 and renewed for another yearly subscription in 2015. During this two year period, the auto renew...
featured was enabled. As shown in Exhibit A, the receipt issued in May of 2015 references the auto renewal being enabled and the date that the account was scheduled to renew.
In February of 2016, Mr. [redacted] reached out to his account manager [redacted] in regards to adding additional users on the account. He also mentioned that they would need their own keywords as it was his hopes that they would be in charge of the account going forward. Cancellation of service was never mentioned.After the call with his account manager on February 12, 2016, the account was utilized frequently by Mr. [redacted].On May 17, 2016, a standard renewal notice was emailed out to Mr. [redacted] ten days prior to the account being renewed. As shown in Exhibit B, the notice states the credit card listed on file and if Mr. [redacted] should wish to cancel the service, that he contact the support team prior to the scheduled renewal date. No contact was made by Mr. [redacted] to BidPrime at this point.On May 27, 2016, Mr. [redacted]'s account was renewed for another year as agreed to in the terms and conditions of the account. At this time, a new receipt was issued to his email address. As shown in Exhibit C, the receipt also shows that auto renewal is still enabled and allows for the option to disable at any time.On June 27, 2016, Mr. [redacted] called Mrs. [redacted] and left a voicemail in regards to his renewal and asked for a call back. Exhibit D shows all call records between Mr. [redacted] and BidPrime since January of 2016, including the time of the call on June 27th, 2016.On the same day, a call was made by Mrs. [redacted] to Mr. [redacted] using the company 800 number left in the voicemail previously. Exhibit E shows all call records of this phone number with BidPrime as well. As mentioned during this call, (recording is on file but unable to attach Exhibit F mp3) Mr. [redacted] mentions that he was awaiting the renewal notice and at that time, and might "bow out" from continuing. There was never mention of a call being made in April of 2016 stating that he would be cancelling the service once the current subscription had expired. As shown in Exhibit D and E, there is also no record of a call being made by Mr. [redacted] to Mrs. [redacted].After the call between Mr. [redacted] and Mrs. [redacted] occurred, the account was reviewed by our accounting department. Although our cancellation policy clearly states that a refund will not be issued once an account has been charged for renewal, BidPrime tried to work with Mr. [redacted] and offered a 50% refund of his purchase price. Even though it had been 30 days since the account had been charged and BidPrime would be taking a loss by issuing a partial refund at this point, we tried to offer a responsible solution. Mr. [redacted] declined this offer. A factor in this decision was that Mr. [redacted] and his associates were using the account and utilizing the service requests during that period. Once the partial refund offer was declined, Mr. [redacted] threatened with legal action and at this point our Support team is instructed to pass along to our attorneys. Advisement was to no longer negotiate with Mr. [redacted]. It seems as if the stated facts changed of what actually happened after our support team informed Mr. [redacted] that he would not receive a full refund as requested. Perhaps it is a matter that he simply forgot about the account renewal or put it off for a later date and did not realize it until it was too late. Either way, BidPrime notified him multiple times of the charge that would occur on May 27th, 2016 and he had the opportunity to call into our support line, email us, use our online support chat, or reach out to Mrs. [redacted] at any time to turn off the auto renew before his account was charged. However, no action was taken by Mr. [redacted] until 30 days after the account had renewed after multiple data request services were rendered and data accessed. At this point there was nothing more BidPrime could do. We at BidPrime are up front with our auto-renew feature. BidPrime has well over 5,500 clients who use this service and we have only a few number of complaints per year due to the fact that we give our clients multiple opportunities and avenues for turning off auto renewal (call, chat, email, toggling the auto renew function in the User Interface "Billing" area"/ Exhibit G). In this case, it appears that the renewal was not cancelled prior to the renewal date through any of these methods of cancellation. While we would have been able to void our payment if requested the day of the auto renewal, this option was untenable seeing as Mr. [redacted] and his associates used our data request services and accessed our portal for 30 days after his renewal. In addition, BidPrime's terms of service that Mr. [redacted] had agreed to for multiple years, along with communication regarding the auto renewal was clear. Upon contacting BidPrime with threats and subsequent contact to Revdex.com that included libelous and defamatory statement that the service was canceled by phone contact prior to the date of renewal ("in April, 2016 I called to inquire when my subscription was up and informed them ([redacted]) I was not going to renew"), we will choose not to offer a full refund.
After 4 free trials, 11 logins with a username and password, mult**le document downloads, and a high number of email views, we believe the service was understood prior to the promotion when Mr. [redacted] decided to keep the service after the free trial. It was only at that point that Mr. [redacted] submitted a credit card to keep it active. The Terms of Service were attached in a checkbox at the beginning of the trial. Again, at the close of the trial. I'm afraid there is nothing we can do to rectify this situation.I will submit, finally, that this is the reason we offer free trials of our service. Every user has a chance to use the service. Mr. [redacted] actually used this free trial actively and found value prior to the purchase. This led to a purchase.We have been in business since 2009 and we have never had this type of complaint before. We have no sordid history with the Revdex.com or with our clients. We have over 2,150 clients active at this point. I believe this situation is a unique one not the fault of Mr. [redacted] or BidPrime. We will offer that the Account Manager assigned to Mr. [redacted] has been required to put an "Out of Office" email if she takes a day off outside of a standard Federal holiday. In this case, our employee was off on Wednesday, Friday and the Monday following Thanksgiving. Her absence during that period was the impetus for the reaction.
Complaint: [redacted]
I am rejecting this response because: It does not resolve our complaint. They keep saying there is "nothing" they can do. That is entirely false. They can cancel the service and issue a refund. It's not that they can't do it, it's that they won't do it. We have never been satisfied with the service and have complained since the beginning. There is no reason for this not to be refunded.
Regards,
[redacted]