Deep Springs Tech Inc.

Mr*** 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 renew.In February of 2016, Mr*** reached out to his account manager *** *** 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*** ten days prior to the account being renewedAs shown in Exhibit B, the notice states the credit card listed on file and if Mr*** should wish to cancel the service, that he contact the support team prior to the scheduled renewal dateNo contact was made by Mr*** 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*** called Mrs*** and left a voicemail in regards to his renewal and asked for a call backExhibit D shows all call records between Mr*** 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*** to Mr*** using the company number left in the voicemail previouslyExhibit 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*** 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*** to Mrs***.After the call between Mr*** and Mrs*** 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*** 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*** declined this offerA factor in this decision was that Mr*** and his associates were using the account and utilizing the service requests during that period. Once the partial refund offer was declined, Mr*** 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*** 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*** at any time to turn off the auto renew before his account was chargedHowever, no action was taken by Mr*** 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 do. We 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*** 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*** 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

Complaint: [redacted]
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 clients. I was completly unaware of it. I did not open any e-mails from BidPrime that alerted me to this auto renew feature so I was surprise at the charge. The law requires that I approve of any charges to my credit card and this was not done. I 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,
[redacted] *

Our manager reviewed the recordings of the calls with [redacted] and could not find reference where Mr [redacted] raised his voice. Multiple conversations and calls appear to have taken place from BidPrime records. Since Mr [redacted] is in the BidPrime New sales department, he was unable to address any client concerns and could only pass along information to the Client Services team, and Ms [redacted]. In the attached files of the emails sent for pre-renewal, we believe the renewal date, amount, and schedule were clearly stated. The receipt terms shows autorenewal and allows for opt-out. BidPrime engages in over 5000 automatic renewals per year with our accounts that are set up for autorenew and receive such notices. As such, BidPrime emails 30 days and 10 days prior to renewal to prevent oversights from occurring. In addition, per our Terms of Service, BidPrime will void a renewal payment if contacted in the business day after receiving a receipt. The Client contacted much too late to make a change.Also, BidPrime's email tracking software detected that the prerenewal email was loaded and reviewed 10 days prior to renewal. In addition, the receipt was viewed the night it was billed. BidPrime can share more detailed usage and email receipt/view logs if needed. Unfortunately there is no solution BidPrime can engage in since this was more than 1 day after the renewal charge, and the notices prior to renewal and receipts were viewed by the Client.  **

Complaint: [redacted]
I am rejecting this response because: Authorization to kepp this credit card on files was never given.  This is a personal credit card.   Please provide proof of emails being read.If you are denying the conversation with [redacted] took place the way I stated then someone is not being truthful.How can you as a company be OK with charging someone for a service that doesnt work for then or feel was renewed without authorization?How is this good business practice?       
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: It was never clear when the initial subscription was going to expire.  If I clicked on an email they sent and inquired about a solicitation I was under the impression my initial subscription was still active.  This service did not work for our company and we did not find any value in it.   I would have never approved another year for a service that did not benefit our company.Any emails that were sent to me regarding renewing my subscription must have been caught by our firewall/ spam filter.  If my salesperson would have called me I would have told him this.  When I called my salesperson to discuss our agreement to try it for a year he yelled at me over the phone and told me that how in hell could he remember every conversation that he had with his clients.  I then said that he getting very upset and that I would have to call him back when he calmed down.  I have never been yelled at by a vendor in my 21 years.  I called him back the next day and he blocked my number.  This is just bad business.
Regards,
[redacted]

7/31/17 Email sent from [redacted] warning about prerenewal.8/20/17, a reminder email sent to Client reminding the Client of the auto renewal and the date it would be charged.8/20/17, Client viewed the pre renewal email at 2:38am CT.8/29/17, a system email went out of the receipt and the...

information indicating that the account had been renewed and the credit card on file had been processed for payment.8/30/17, Client viewed email receipt multiple times at 8:55am (see log)8/31/17, 1 day after viewing receipt, Client filed a research request for BidPrime to research an interested opportunity titled "Maintenance for Definity G3iv PBX Switch & Intuity Audix Lx Voicemail System". The research request was filled by email and Client downloaded information using Client credentials.10/13/17, Client called [redacted] to ask for a refund.10/13/17 Account Manager emailed the client after hearing from his sales representative and asked if there was anything I could do to further assist with the account since a refund was no longer an option per our terms of service.10/17/17, Account Manager spoke with the client and tried offering assistance on account. He stated that we would either refund his money or threatened to post on social media because we wouldn’t reverse the charge despite the fact he received multiple notices of when the charge would be made.10/20/17, Account Manager spoke with client again, still insisting that we provide a refund. Account Manager showed him multiple places where it stated the auto renew was enabled but he demanded further action. Terms and Conditions stated on website and required to opt in upon registration on 8/30/16.Attached prerenewal email screenshot and the maximum allowed attachments. We can send more detailed log requests of usage activity throughout duration of trial, email views of prerenewal notices prior to renewal, review of receipt on 8/30/17, and usage of account on 8/31/17 on the following day. Please advise if further detail is necessary. Best,[redacted]