Erado

To Whom it may concern:Erado was providing archiving services to Ms*** *** from the period of time when she placed her order on12-1-(attached), until the account was terminated per her request on 1/21/2015, via a faxed in request(attached).Per the terms and conditions of her contract
with Erado (Section Term), we need notice prior to contract renewaldate in order for the account to not be invoiced and services to be terminatedUnfortunately, the cancellation wasreceived after her account had invoicedHad she contacted us within days of receiving the invoice, she couldhave disputed the charges per Section of the terms and conditions of her contractSince she did neither at thattime, she was bound to the terms and conditions of her contract and owed her service fees.We are merely running a business that happens to hold customers responsible for payment based off of acontractual agreement that Erado is legally responsible for upholdingThe staff at Erado were only following policyand procedure and trying to collect a debt owed to Erado.I can understand *** point-of-view and frustration surrounding her move from one broker dealer to the next andfeeling like she shouldn't owe, but to our credit, we had no way of knowing that she had changed broker dealers orwhat their internal policies relating to social media archiving are or even that they were paying the bill, since thecredit card information we had on file was in *** name.Because *** *** is currently a customer under a different broker dealer and we appreciate her patronage,we will rescind her past due bill from collections and would like to apologize for the additional time she had to take toclear this upAs the COO at Erado, I will counsel and re-train the staff on how to handle these situations in thefuture so that neither *** nor any other customer is inconvenienced in this way again
Sincerely,
*** ***Chief Operations Officer*** *** ***
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Complaint: ***
I am rejecting this response because:Yes, an email was sent on 9/20, but no where on that email does it mention that I have a specific window in order to cancelAlso, the cancellation rules are not clearly stated on the website renewal payment area or anywhere else on the siteIn fact, I wasn't even aware that I signed a contract with you peopleFrom a consumer's standpoint, it's bad business to hide an exceptionally restrictive cancellation policy in a contract (which may or may not have existed) and to not clearly post that policy anywhere else on your website when a consumer is looking for it.Secondly, consumers should also know about how clients are treated at this companyI have been in business for many years and, like most successful businesses, have always learned to provide good customer service even when a person decides to no longer use my servicesGood customer service means that you attempt to resolve a customer complaint so that they leave feeling positive about the experience, may once again do business with you again, and don't go bad mouthing your business to others on social media and within their company and communityUnfortunately, Erado hasn't learned this lesson and I think that it's important that other unsuspecting potential or current clients understand the Erado approach to business of charging for work not yet performed and then sending one to collections for disputing this unfair practiceIt's in consumers best interest to know what kind of business Erado is
Sincerely,
*** ***

This consumer has been a customer since 2014. The consumer signed our online agreement that we must have written notification of cancellation 45-days before the billing date. We sent notifications of renewal back on 09.18.2015, and 07.20.2017. This notifies the
consumer of the upcoming renewal. He knew it was coming up. It is in his contract. The invoice posts the upcoming renewal along with payment posted. We need the cancellation in writing 45-days prior. It they retire or are moving on with another company just notify us

Complaint: [redacted]
 
I am rejecting this response because: The email allegedly sent 7.20.2017 would have bounced back and let them know I was no longer at my employer (it was a work email) and that I would no longer need the service. Since I did not have access to the email I never received the renewal notice and therefore did not have a chance to cancel or authorize being charged for another year of service that I was not using and did not want.

Subject: Complaint # [redacted] - Erado Terms & ConditionsGood afternoon [redacted],Thank you for taking my call earlier. We are hoping that we can provide you any information necessary to reach your resolution. As we had discussed, I am providing you with the terms and conditions of...

Erado, as well as the specific sections in question. The full terms and conditions can always be found at https://www.erado.com/toc in case there is a future need for these. The sections regarding cancellations and refunds are listed below. Bolded sections are for your reference.Cancellations and renewal information:2.  TERM.These Terms and Conditions are effective on the date the Agreement is accepted by the Company (“Effective Date”), and will not expire until all orders have either expired or terminated. Company will begin providing services as defined in the applicable order form. At the conclusion of the Term, and any successive term(s), this Agreement will automatically renew for an additional term(s) equal to the initial term unless terminated, or modified by written notification of either party.  Any renewal shall, at the Company’s option, be subject to any revised terms and conditions available at: https://www.erado.com/toc/.  Such termination will be done in writing not less than forty-five (45) days prior to expiration of the current term.Refunds of unused services12.3 Order Term Termination Liability (only appropriate section pasted into email)There will be no Order Term termination charges where the charges for the entire Order Term have been paid in advance, nor will there be any refund of such charges owing to Customer.Thank you again for taking the time to speak with me. If I can be of any further assistance, please let me know at your convenience and I will do my best to provide any type of documentation or information necessary.

[redacted] was sent an email on Sept 20, 2016 saying his accounts were within 90 days off his renewal date. With no response from [redacted] his subscriptions were not cancel Auto renewal was done + invoice generated  submitted for payment:After he was sent invoices he decided to cancel. I've sent him page...

2 of the contract he signed saying that all cancellations must be done 45 days Prior to billing. Had he read his email date 9/20/16 he could of cancel with no charge at that time. It's a contract. He cancel on 12/19 - 15 days after billing. He never contacted us in Nov.