FilterEasy, Inc.

I came across a really good offer and decided to take them up on it. It was a trial offer subscription with discounted filters. I had never used any type of service like this before and wanted to try it. I was skeptical about having a subscription on file so I wanted to start it then cancel the subscription and test out the product first before making a solid commitment to it. I placed the order and a day later it said my filters were preparing to be shipped so I went on ahead and asked them to cancel only the subscription part of the account so that no recurring billing would happen. I got an email back from someone named [redacted] and in this email he stated that not only did he cancel the recurring subscription he cancelled the pending order which I did not ask for. On their website it states, " If you cancel your Subscription, you will enjoy your Subscription benefits until the end of the then-current Subscription term, and your Subscription benefits will expire at the end of the then-current Subscription term for which you have paid." I sent an email back stating that I did not ask for the pending order to be cancelled, only the subscription. His response was, "Our trial offer is designed for customers who would like to try our service and only cancel if they are not satisfied with the service. Since you did not give us the opportunity to serve you before canceling, I cancelled the pending order and refunded your charge." I responded with "That statement is not entirely true. I did in fact give your company the opportunity to serve me and it failed. I did so by placing the order and then also by making a request to cancel only the subscription part of the deal. You took it upon yourself to not only cancel the subscription but also the pending order, which was not requested. I saw nothing in a contract stating that I had to have an active subscription in order to receive the trial offer, nor that the subscription had to remain active until the first shipment was received.
" That email was never responded to. It is apparent to me what type of company this is now. One that should never be used by anyone. Be very careful around these people.","neg-1

Charged for a "free trial"My wife placed an order after seeing a promo code, see me and our son suffer from awful asthma and allergies, so the idea of having fresh filters delivered was a good one in her eyes. She made a mistake in ordering, thinking she needed to supply them with a total needed for a 12 month period ( which is the number I told her when she asked me), they said we could not order that many and canceled. So my wife realizing her mistake, went back on the site, and using the same info re-ordered a free trial with the correct number of filters. The order processed and went through. Then nothing happened for nearly 8 days, so I decided to email the company. I was told by [redacted], the we had a block placed on our address, and that we would have to pay for the service, all orders associated with our address were canceled. I left it at that, told them I was unhappy with the decision and that was that. Today I received a shipping notice from Fedex that a package from them was on the way, so I reached out to filtereasy about it, and was promptly told that I was a scammer?? and they charged my card for the full purchase price or an order they claim they had canceled and I had no idea was coming. When I confronted them about it, I was ignored via email, live chat, and phone calls to their customer service dept. [redacted] is the lone employee with their company, and is rude, and unhelpful. Yes I admit I lost my temper dealing with him. He was not helpful in the least, and was very rude and resorted to name calling, then hanging up on me while attempting to speak with him about it. Not sure how they operate a business like this, but I would like a refund for my supposed free trial.Desired SettlementA full refund and an apology. It isn't my fault that he didn't cancel the order as he stated he did, and it isn't my fault that his company sent the shipment that was placed a full week before my email to him. I was not even given a chance to return the shipment, I was just charged for a product I have yet to receive. Business Response Mr. [redacted] and his wife attempted to abuse a free trial offer which is intended to give new members the option of trying FilterEasy's filters at no charge. Mr. [redacted] previously used this promotion, and it is noted that you may only use one promotion per family. After using the promotion initially, Mr. [redacted] cancelled his account before being charged, without issue or pushback from our company.Mrs. [redacted] submitted an order (utilizing a free trial, yet again) certifying that her home had 12 filters. FilterEasy utilized public information to determine that the [redacted] home does not have 12 filter registers, and emailed Mrs. [redacted] advising this on 05/08. Mrs. [redacted] initially disagreed, and then stated to just send whatever she could get for free. FilterEasy stated at that time, that the order would be cancelled, and we would will not allow additional promotions to be used by these customers or their address based on previous use. We also advised Mr. and Mrs. [redacted] on several occasions via Live Chat and e-mail, not to use an additional promotion, and if this was done, FilterEasy would not honor the promotion and charge retail pricing. Mr. and Mrs. [redacted] created multiple accounts to fraudulently abuse a system in which FilterEasy gives new members the option to try our service risk-free. We have a total of 3 accounts on file for the [redacted] family, all using different emails and formatting their address differently to abuse a promotion. After more than one order was rejected, the [redacted] submitted an additional order and were charged as they were informed they would be. Mr. [redacted] spoke with more than one employee on our member relations team, and the issue was escalated to [redacted], our director of Member Relations. FilterEasy records all of our phone calls and has a record of all emails and live chats received from the [redacted], and at no time did FilterEasy employees call Mr. or Mrs. [redacted] names. Mr. [redacted] did use foul language and was warned if this happened again, that the call would be disconnected, and it later was. Mr. [redacted] made it clear on more than one occasion that his purpose was to get free filters, and he had no intention of continuing a subscription with our company. FilterEasy offers free trials to thousands of our customers through various promotions. Many continue as members, and some cancel before being charged with no issue. Mr. [redacted] blatantly attempted to place a fraudulent order on multiple occasions, and was warned not to create additional accounts to abuse our terms and promotions. FilterEasy will not stand for abuse of these promotions, as we will not have it negatively impact our potential customers who honestly sign-up for a free trial offer. Consumer Response This is a complete and utter lie, this was our first attempt to order filters for our home. My wife mistakenly put in an order for a years worth of filters thinking they would send a free sample and the rest would remain in the system to be shipped every few months. Upon learning that this was wrong, my wife resubmitted an order a few days later. With the same account info as before. We received a confirmation or that order, then heard nothing more from your company. A week later, we inquired as to the status of this order, at which point we were told that the order was canceled since we "misused the promotion" when in fact you did not cancel the order as stated, instead you opted to send the filters anyways, then when I attempted to contact you about it, instead of owning up to your error, you charged my card, then refused to respond to me further. I still fail to see how you can without any proof, justify calling us liars, scammers etc. All I attempted to inquire about is why you still shipped the product even after telling us it was canceled, and then why you opted to charge us a large amount of money for an order that should not have been fulfilled without giving us the option to refuse shipment, and or send it back. It is a gross misuse of our credit card information. I can clearly show a timeline and proof of events, which show that it was your error that led to the shipment being send, and us being wrongly charged for these products. I'm at a loss how any company can have someone as rude and unhelpful as [redacted] working in their customer relations dept.Final Business Response FilterEasy has phone logs, emails, and Live chat transcripts that support the customer's attempt to defraud our company.