ClearPlay Inc.

Thank you for giving us a chance to address this.After reviewing both our call logs and Face book records, I can see that there were several attempts made to contact us. I apologize that the answer was not satisfactory for you. Let go into a little more detail.Some movies come out with
several titles. For example there can be a directors cut or extended version. If we did not filter the same movie you are trying to watch you could get an error saying there is no filter for this movie. In this case our tech support team can e-mail you a test filter that you can use. Granted this is a test filter that may or may not work. Therefor we would ask for your feedback to see if the test filter did/did not work.In an other example a movie might have previews for other movies that are included with the main title. An example of this is the new Batman vsSuperman. There are previews at the beginning that are not filtered. However once you get past the previews the main movie has been filtered. You could also see an error message saying no filter found in this case.As far as being shunned on social I don't see that you have been. On the day in question I saw over attempts on Facebook to contact us. We tried to remove some of the duplicate comments and it may seem that we have done something other than that. But you are free to post on any of our social media sites. We value you as a customer and I can see that you have been with us for several years. I have added months to your service that was due to expire in September. Thank you, George

Mr*** I can see that we are not going to reach a resolution Therefor go ahead and return the players at your cost and I will authorize a refund for $ Again, I am sorry we were unable to get this to work of you. Best regardsGeorge

Complaint: ***
I am rejecting this response because: I am pleased to have received one check in the amount of $However, I am keeping the response open until the second check for the agreed upon amount of $arrivesThank you for your patience
Sincerely,
Jessica D***

Tell us why here...I have had several conversations with Mr.*** through e-mails regarding this. All of our products have a money back guaranty. Here is a time line of Mr*** order.Order placed 3/2/2016Order received 5/1/day Money back guaranty was good through
6/1/2016First notification of problem was 8/1/2016During our conversations I asked Mr*** to call our tech support team several times. He has stated that he will not call them. He went on to say that the tech that the support team can not help his family un-see what they saw. Our service is designed to filter out the scene that he is complaining about. Our team has spent two days trying to recreate the problem and have not been able to recreate the problem that he describes. We also had three agents watch the movie to ensure the filter was working correctly. Mr*** has been unwilling to help us resolve this.From my conversation I believe this can be solved with a call to our tech support team. They can go over the problem and resolve any issues. As Mr*** is no longer able to "trust" ClearPlay, I will refund $for membership time that has been un-used and his account will closed. As far as the players go, they are outside of our return policy. So no refund will be given for them. We will however continue to support our warranty and replace any defective player/players.I am truly sorry that our relationship has ended this way. I want all of our customers to be happy with our service. George C***Director Member Services

Complaint: [redacted]
I am rejecting this response because:  We received the player on a Friday after clearplay was closed for the weekend.  We were unable to play even one movie on it.  We had to wait until Wednesday to contact them because they were closed for the weekend and we worked during their business hours on Monday and Tuesday.  This was the last straw for us.  I don't know what clearplay means by "We test our players."  They're welcome to send someone out here to demonstrate that.  We've been with the company since 2010.  We know how to use the player.  It doesn't work.  It never did.  This is our fifth player from clearplay.  When we ordered the Blu-ray player in February they gave us a 2-year warranty on it because, "We know you've had problems with our players."  Clearplay is aware of the problems with their players.  Unfortunately it's been 11 months of that 2-year warranty.  I don't intend to play "musical players" with clearplay for another year just to end up throwing away the last one we end up with.  We have had a working player less than 5 months out of the last 11 months.  This is a pathetic way to do business.  Clearplay has taught us how to live without it.  We've had to live without their player for more than half of the last 11 months.   If you can't tell, It's 3am here.  I'm tired of losing sleep over this business.  It's strange to me.  You would think that Clearplay started out as a moral company considering the nature of the business.  Funny that they're the most immoral part of our life right now.  Give us back our money or have someone deliver a "tested" player and show us how to work it before taking the other player back to be shipped to the next dummy on your shipping list. 
Sincerely,
[redacted]

I am sorry that you are not happy with our continued support of your player.  Each player is tested here at our office by one of our agents to make sure they work. ClearPlay will not issue a refund out of the 30 day time period.We will continue to offer service / support and replacement if necessary for the warranty time period.Thank you George C[redacted]Director Member Services

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,If the company truly follows through on this promise.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: While I do appreciate the action taken thus far, I spoke to representative named Dorothy, who confirmed that there are in fact two accounts. I have the bank statements to collaborate multiple monthly charges, which indicate either double billing or two accounts. I am requesting matching refunds for the two accounts I was charged for instead of one single account refund. Thank-you for your attention concerning this matter.
Sincerely,
Jessica D[redacted]

I have reviewed the customers account
and see that they have been charged a total of 18 times since 10/2013.  I have no record of their cancelation request.  I can also only find one account for them.
If they have more than one account they
need to provide with the banking...

information so we can find and review that account.
ClearPlay has refunded four of these
charges for a total of $31.96.  Leaving a
total of $111.86 to be refunded.
I have requested a check be sent for
that amount.  It should be received in 7 - 10 business days.
The customers account has been closed.
 
Orders [redacted] and
[redacted] are refunds and have been refunded to their credit card.
 
 
The customer's order/billing history is
shown below. Click on any order number for details
























































































































































































Order Number

Order Date

Payment Status

Shipping Status

Order Total

Customer Service Notes

[redacted]

Printable Receipt

7/22/2015
1:38:28 AM

Payment
Method: CREDITCARD
State: REFUNDED -  

 

$7.99

Recurring
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[redacted]

Printable Receipt

6/22/2015
1:18:30 AM

Payment
Method: CREDITCARD
State: REFUNDED -  

 

$7.99

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[redacted]

Printable Receipt

5/22/2015
1:17:06 AM

Payment
Method: CREDITCARD
State: REFUNDED -  

 

$7.99

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[redacted]

Printable Receipt

4/22/2015
1:17:09 AM

Payment
Method: CREDITCARD
State: REFUNDED -  

 

$7.99

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[redacted]

Printable Receipt

3/22/2015
1:13:53 AM

Payment
Method: CREDITCARD
State: CAPTURED -  

 

$7.99

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[redacted]

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2/22/2015
1:13:55 AM

Payment
Method: CREDITCARD
State: CAPTURED -  

 

$7.99

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[redacted]

Printable Receipt

1/22/2015
1:11:35 AM

Payment
Method: CREDITCARD
State: CAPTURED -  

 

$7.99

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[redacted]

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12/22/2014
1:07:19 AM

Payment
Method: CREDITCARD
State: CAPTURED -  

 

$7.99

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[redacted]

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11/22/2014
1:06:34 AM

Payment
Method: CREDITCARD
State: CAPTURED -  

 

$7.99

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[redacted]

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10/22/2014
1:05:29 AM

Payment
Method: CREDITCARD
State: CAPTURED -  

 

$7.99

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[redacted]

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9/22/2014
1:04:55 AM

Payment
Method: CREDITCARD
State: CAPTURED -  

 

$7.99

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[redacted]

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8/22/2014
1:04:21 AM

Payment
Method: CREDITCARD
State: CAPTURED -  

 

$7.99

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[redacted]

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7/22/2014
1:03:40 AM

Payment
Method: CREDITCARD
State: CAPTURED -  

 

$7.99

Recurring
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[redacted]

Printable Receipt

6/22/2014
1:02:41 AM

Payment
Method: CREDITCARD
State: CAPTURED -  

 

$7.99

Recurring
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[redacted]

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5/22/2014
1:03:41 AM

Payment
Method: CREDITCARD
State: CAPTURED -  

 

$7.99

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[redacted]

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4/22/2014
1:04:06 AM

Payment
Method: CREDITCARD
State: CAPTURED -  

 

$7.99

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[redacted]

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3/22/2014
1:04:20 AM

Payment
Method: CREDITCARD
State: CAPTURED -  

 

$7.99

Recurring
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[redacted]

Printable Receipt

2/22/2014
1:04:35 AM

Payment
Method: CREDITCARD
State: CAPTURED -  

 

$7.99

Recurring
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[redacted]

Printable Receipt

1/22/2014
1:04:25 AM

Payment
Method: CREDITCARD
State: CAPTURED -  

 

$7.99

Recurring
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[redacted]

Printable Receipt

12/22/2013
1:03:52 AM

Payment
Method: CREDITCARD
State: CAPTURED -  

 

$7.99

Recurring
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[redacted]

Printable Receipt

11/22/2013
1:03:07 AM

Payment
Method: CREDITCARD
State: CAPTURED -  

 

$7.99

Recurring
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[redacted]

Printable Receipt

10/22/2013
1:02:45 AM

Payment
Method: CREDITCARD
State: CAPTURED -  

 

$7.99

Recurring
Auto-Ship, Sequence #3

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]

The second check has been sent.  Here is info on it.
         
Payee : Bobby D[redacted]
         
Date : 08/17/2015
         
Process On : 08/11/2015
         
Check Num : [redacted]
         
Amount : 143.99

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I would like a tracking number to prove that they actually sent me a check.  I have been told in the past a check was being mailed, and it never was.  I want a tracking number for proof.  
Sincerely,
[redacted]

I have reviewed this account and see that the request for refund is well outside of our 30 day refund policy.  I am sorry that the customer is having problems with their player.  Each of our players are tested here at our office, before they are sent out.  We want each of our...

customers to be happy with the product we offer.  As such, ClearPlay has and will continue to honor the warranty that is on this player.I noticed on this account that we have already tested and sent a replacement player on 1/4/2017 and was received by the customer on 1/6/2017.

I am sorry that Mr. C[redacted] had problems with our
streaming service.
 
I can see the he called to report he was
having problems.  Our filtering team is
looking into them.
 
Mr. C[redacted]’s membership was canceled on July 9, 2015. 
 
ClearPlay’s...

streaming service is “Free” for the first 30
days.  He was not charged from ClearPlay
during this
trial period. 
 
Attached is a copy for the landing page explaining that
movies need to be rented from Google Play. 
The movies,
are then played from ClearPlay’s website to enable the
filters.
 
As we do not receive any monies from Google Play, he would
have to contact them for a refund of his movie
Rentals.
 
Again, l am sorry Mr. C[redacted] did not have a good experience
streaming his movies.

Complaint: [redacted]
I am rejecting this response because: Mr. C[redacted], I want to accept your last response of the resolution to return the two players to Clearplay for a refund.However, your response did not have the amount of the refund and where to return the players with RMA#.Once I receive this information I will accept the proposal and we can close this matter. Sincerely,Steve  
[redacted]

I am sorry it took so long to get your player back to you.  We were out of replacement parts.  I checked your account and see that your player was shipped on 12/15/2015.  Here is the tracking number [redacted] .I have also added three months of service to your account for...

the time you were unable to use your player.

Sorry for the delay in the processing of this refund.   It has been processed, here are the details.           Payee : [redacted]          Receive By :...

05/23/2017          Process On : 05/17/2017          Check Num : [redacted]          Amount : 314.98 Thank you George

I'm sorry that [redacted] has had such a difficult time getting this issue resolved.  I'm not going to make any excuses, but I will resolve her problems she is having.  Instead of sending her a refurbished player, I have sent a "New" unit to her. The UPS tracking # is...

[redacted].  I have also added a year of membership to her account.I want to thank you for your patience with us.  George