Everyday Health Inc.

Review: My name is [redacted]. For you to understand why I am disputing these charges I feel that it is important that you understand the history of how it came to be that I hired Everyday Health to manage my social media in my Dental office. As Vice President of the New England Mastertrack Program (a continuing education program for dentists which meets twice a year for five years) it was my responsibility to recruit speakers for our lunch and learn programs. This is a short presentation (20-30 min) given while about 55 dentists eat lunch between 12:00 and 1:00. Everyday health was recommended to me by two of our members, [redacted] and [redacted], who were personal friends with [redacted], the salesperson for Everyday Health. On their recommendation, I allowed them to speak to our group. Their presentation was that “ [redacted] is the best word of mouth marketing tool “ and,” since your staff is too busy to monitor your [redacted] page, you need to hire our company” [redacted] was very well spoken and did a wonderful job “selling” her company. After lunch I met with [redacted] and she assured me that she would be my account manager. *he gave me her personal cell phone # and said to call her if I had any questions. [redacted] and [redacted] assured me that she is very conscientious and always answers her messages. With this assurance I signed up with her company to set up my [redacted], and [redacted] accounts, to manage my Reputation from poor reviews , to train my staff how to get more good reviews and to get more people to follow me on [redacted]. It was this training that I felt is what my staff really needed and something that I was unable to teach them. Again I thought that I was hiring [redacted] who no longer works for the company and never managed my account! On April [redacted], I was informed that [redacted], not [redacted], would be managing our account. *he had a conference call with my front desk staff where she gathered information about the office. On April [redacted] she had a meeting again with the front desk staff to explain what “THEY” had to do to manage the [redacted], and [redacted] accounts. I was under the impression that I was hiring them to do the work because “my staff doesn’t have the time to manage the accounts! On May *, 2013, over a month after I hired them, I went to [redacted] page and searched my name; it sent me to my personal [redacted] page, not my office page. This is one month after they started working for me. I don’t believe [redacted] ever went to my [redacted] page to check it out. And she is supposed to be managing it and “setting it up”? Fortunately I was able to get a hold of [redacted] and she called me at home at 8:00 PM and walked me through how to close off all of the other [redacted] accounts we had started for the office and my personal accounts (there were at least 4 accounts that had been set up”) and we were able to make sure that if my name was searched, it would direct people to the office page. I would have thought that if they set up the accounts properly, this would have all been done without my involvement. The service I got from [redacted] was exactly what I was expecting. On April **, the next time we had a conference call with Everyday, we were informed that [redacted] no longer works there and now [redacted] will be our new account manager. That conference call was spent gathering the same information that [redacted] did on the first conference call. Then next conference call was on July *, 2013, two months from the last conference call. To this point there was no formal training other than some e-mails with boiler plate suggestions. Part of the service they were supposed to provide was posting to the [redacted] page 1-3 times per week to encourage patients to talk about our office. Here is the history of how many times they posted to our [redacted] account. April, they posted 5 posts, April **, **, **, ** and **.May they posted 8 times, May[redacted]. In June they posted 4 times! June [redacted]. And in July they posted 4 times, July [redacted]. They didn’t provide the easiest of the services they promised. As of this writing, my staff still doesn’t know how to access our [redacted] or [redacted] accounts. If they were set up, the passwords and training were never done with my office staff. In July I was informed that [redacted] no longer works for the company. After many complaints the only thing they offered me was a free month of service after my first year was paid for. What were the results of hiring their company to “manage “my [redacted] and [redacted] accounts? We presently have 32 followers on [redacted], an increase of 8 followers since they were hired. I have no idea if we have any followers on [redacted] because we don’t know how to access that account. As for Reviews? We have ONE! Exactly the number we had when we hired them. They did absolutely nothing to grow our following or to train my staff as to how to get patients to write reviews. In closing, I feel that I was sold many promises and the only promise that was kept was the promise to take the money from my credit card every month. I feel the service I got was terrible. The fact that [redacted] left the company to me is an indication of how they don’t follow up on the promises that she makes when she sells the service. I told them that I am willing to pay them $500 for the work that they did, especially the phone call with [redacted] to get the [redacted] pages set up correctly. I expect all of the other payments to be returned unless they can justify what they did for $5000.00! Sincerely, [redacted]Desired Settlement: I would like a partial refund for services paid for which were not provided, There was a one year contract and they only provided service for 5 months.

Business

Response:

October *, 2013

To Whom It May Concern:

This client signed a 13-month contract for Reputation Management/Directory Listings services, Social Media services and a free Digital Marketing Review. These services were implemented successfully throughout the time that the services were live. A services review is attached for your reference – this review proves that the services were being implemented and it shows the positive results of the work being done.

The client requested to cancel his services early even though the contract signed does not contain an early out clause. Per the contract attached, please note on Exhibit A: “The term of this Agreement shall commence on the Effective Date, and shall continue for a period of thirteen (13) months (“Initial Term”).” Everyday Health made an exception for this client and cancelled his services nine months prior to his contract end date.

When the client’s services were live, Everyday Health managed over 40 different listings on over 40 different directory sites for this client. Everyday Health also managed reviews from the client’s patients. More information about the Reputation Management services, including a graph showing the positive impact of these services is included in the services review, are attached.

Implementation of the Social Media services included the creation and management of a [redacted] page for the client’s practice. A screen shot of the [redacted] page along with a graph showing the positive impact of the work done with the page are also included in the services review. The contract does not state anything about training for the client’s staff.

Please also note on Exhibit A, the client initialed in agreement to a one-time Setup Fee of $3,180 – this fee covers the time and labor needed to build the client’s services. Everyday Health agreed to split this payment into two installments of $1,590 to make it easier on the client.

As stated above, Everyday Health made an exception with this client by cancelling the contract early and waiving the remaining $4,967 on the contract term. The services and contract were cancelled as of 7/**/2013.

All in all, Everyday Health has provided services and are due payment.

Sincerely,

Operations Associate, Local Everyday Health Media, LLC.

Review: On April [redacted] 2015, I signed up for a South Beach Diet membership service using their 7 day free trial. On that Friday when the trial ended, my credit card was charged and I contacted them via email (there was no option on the website to cancel myself and their phone service is completely unresponsive) to cancel my membership and refund the 52 dollar fee. I received a response early Monday morning that they turned off auto-renewal, but would not issue a refund, despite my not using the program.

Cancelling a membership should not be this time intensive or difficult. I work from home for nearly 12 hours a day which leaves me no time to chase down representatives over the phone.Desired Settlement: Issue the 52 dollar refund for a program I did not use. Thank you.

Business

Response:

I have issued a refund of 52.00 to this customer on May *, 2015. Please allow 3-5 business days for this payment to post back to your credit card.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I subscribed to [redacted]' online program which said that they would provide a 7 day free trial that would not be charged/refunded if cancelled within the trial period. The same day I subscribed, I unsubscribed, seeing that the services on the website were not unlike those I could find elsewhere for much less money, or for free. The [redacted] website does not have a formal "unsubscribe" button, and really provides no way whatsoever to unsubscribe once you are subscribed, aside from emailing their "Customer Service". I emailed them, and requested that I be unsubscribed. This is just one of the emails I sent to them:

Hello, I would like to report that my paypal account was charged 52 dollars after I cancelled my online subscription. I cancelled the same day that I signed up; realizing that the program was not too different from some other, less expensive or even free programs. However, I was supposed to get at least a 7 day free trial, and be able to cancel before the 7 days FREE of charge. This is even stated on the website AND email sent to me when I joined. I have copied it.

Account information:

[redacted]’ online program is yours FREE for 7 days! You will not be charged during your free trial period. If you're happy with your online membership, do nothing. Your service will continue uninterrupted and you will be enrolled under our standard membership agreement. Online membership is just $4 a week, billed quarterly (every 13 weeks). When your free trial ends, a charge of $52 ($4 x 13 weeks) will be applied to the same account you provided at sign-up. You may cancel before your free trial ends at no charge. If you choose to continue, your quarterly membership will be automatically renewed after each term. You may cancel your membership at any time. When you cancel, billing stops immediately and no new charges will be billed to you. You will continue to have access to your account for the remainder of your term. If you have any questions or wish to cancel, simply call us at ###-###-####, Monday through Friday, 9 a.m. to 8 p.m. eastern time.

It CLEARLY states that you may cancel before the free trial ends, free of charge. And because your website lacks a cancellation page or clear cancellation instructions, I sent a message stating that I would like to cease my subscription. This was done on the same day I signed up, and for some reason I was still charged. Please remedy this, and provide me with the refund. Thank you.

I talked to paypal and they said they could do nothing. I am going to follow up with my credit card company.Desired Settlement: I would like a full refund, and to have the site be truthful with their intentions so that nobody else has to go through the trouble.

Business

Response:

Our records do indicate the customer registered for a free 7 day trial on 9/**/2013. The trial ended 9/** and she was billed 10/*. She emailed to cancel after the account went into billing. I have made an exception in her situation with a refund of $48.00 to PayPal.

Hello, [redacted],

As you requested, I reviewed your subscription in regards to your

Revdex.com complaint . Your subscription to [redacted] Online has been canceled and $48.00 plus any applicable sales tax

refunded to your PayPal account, as explained in our Terms of Service. Please

note that depending on the institution you used to make your payment, it may

take from two to five business days for the refund transaction to appear.

If at any time you would like to reinstate your membership, just log into

www.[redacted].com with your email address and password, and you will be

given the option to update your information and renew. If you have any

difficulty, please reply to this email, and we will be glad to process your

renewal manually. We are constantly updating the site with new program

information, new tips, and great features.

If you have any questions,

please feel free to email us at [redacted]

We value your input. If you have any further feedback you'd like to provide,

the link below my signature will direct you to a brief survey. We look forward

to hearing from you!

Regards,

We value your opinion and your

time. Please take this one-minute customer satisfaction

survey,

Or Click on this link: [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

I do, however, observe that I am not the only one who has had to deal with this problem. And I do recall cancelling my subscription on the same day, but I will not continue to dispute for a mere 4 dollars. Thank you, for all your help. I am very grateful.

Sincerely,

Review: I was unable to get the jillianmichaels.com site to work for several days to get the contact us link to work so that I can contact them to cancel my membership. Because of this my credit card was charged $52 which the company is now refusing to refund. I contacted and they have refused.Desired Settlement: I would like my $52 refunded to my credit card.

Business

Response:

I have reviewed the subscription and made an exception with a full refund of the $52.00 charge. Below is the email I sent the consumer.Hello, [redacted],As you requested, your subscription to Jillian Michaels Online has been canceled and $52.00 plus any applicable sales tax refunded to your charge card, as explained in our Terms of Service. Please note that depending on the institution you used to make your payment, it may take from two to five business days for the refund transaction to appear.If at any time you would like to reinstate your membership, just log into [redacted] with your email address and password, and you will be given the option to update your information and renew. If you have any difficulty, please reply to this email, and we will be glad to process your renewal manually. We are constantly updating the site with new program information, new tips, and great features.If you have any questions, please feel free to email us at [redacted].Regards,LisaCustomer Service[redacted] Online

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,