FITera LLC

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], I will accept it but I am not happy.  I feel they should be fined as they have been doing this con for a long time and have had ample time to "fix" their "issue" with their website and "accidental" billing!!!!!Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because although...

they have said they refunded the 2nd charge for $47.00 for coaching for another month, that credit has yet to appear on my cc statement.  In addition they have not addressed the bold advertisement of a 60 day money back guarantee which then turns into a 30 day guarantee.  This kind of bait and switch is immoral if not illegal.Sincerely,[redacted]

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]

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, although Fitera never emailed me like mentioned in the response.Sincerely, [redacted]

Customer was refunded for all purchases eligible for refund under our 30-day return policy (http://fitera.com/contact).  Initial customer contact for refund was on 09/26/2015.  Initial order was placed on 08/20/2015.

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]

Customer placed order with us on 01/14/2016, and notified us of cancellation on 04/08/2016.  At time of cancellation we immediately refunded last monthly payment as per our 30-Day Return/Refund Guarantee (https://fitera.com/#contact) and notified customer.  
 
We did not and do not...

continue to charge our customers subscription fees after they cancel.  We have attempted to work with this customer to provide a path to resolution, but customer has been unable to furnish proof of cancellation at the time they are claiming (please see the email thread below).  
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[redacted]
Please note that the copy of the email you forwarded is incomplete - no time/date stamp, no sent-to address. I would need that information in order to even begin to track down the email.
I have again searched our email system, and we simply did not receive this cancellation email from you. If you can forward the entire email to [email protected], rather than copying and pasting the text, we will certainly do what we can for you on this end.
Thank you,
Steven C. FITera Customer Care
[redacted]
 
Your response is totally unacceptable. As I indicated I did check my sent folder and on February 10th it shows the following email was sent.
Gentlemen, Please be advised that I signed up for my trial membership and charged my payment to my Discovercard. Having reviewed your program materials as well as your very confusing website, I wish to cancel my trial at the end of my 30 day trial period. Please confirm via email that this action has been taken and that no further charges are authorized or will be made to my account. Thanks, [redacted]
You are hereby, therefore on notice, that I will be pursuing all of my remedies against your companyas you have not complied with your policy, continued to make charges after notification andand have failed to credit my account for the amount of those charges made after cancellation. [redacted]
From: FITera <[email protected]> [redacted] Sent: Tuesday, April 12, 2016 12:13 PM Subject: Your ticket has been updated! [redacted] ** [redacted]
 
[redacted]
Apologies, but as stated in my email to you on Friday, April 8, we have already refunded all charges eligible under our return/refund policy. We did not receive a cancellation email of any kind from you on February 10th - you may wish to check the Sent folder in your email program.
Thank you,
Steven C. FITera Customer Care
[redacted]
 
On February 10, at 4:24 am I sent you and email advising you that I evaluated the trial and did not feel that it wassuitable or viable for me and advised that, I was cancelling any further charges and when my free trial ended to cancelmy subscription. I then was on the road traveling and when I recently check my Discover Account I noticed that you had continued to charge my account. Accordingly, these subsequent charges were not authorized and I expect that they will be refunded as well.  Per my records, in addition to the one credit of $47.00, you still owe me for the other two charges of $47 for a total of $94.00. Thanks and I look forward to a prompt resolution of this issue. [redacted] 
From: "[email protected]" <[email protected]> To: [redacted] Sent: Friday, April 8, 2016 12:36 PM Subject: Your Invoice(s) See attachment(s)

Ms [redacted] payments were refunded to her, in full, on 08/25/2015.  Ms [redacted] was emailed at the time of the refund and notified of the normal 3-5 business day time frame for that refund to hit her account.  There have been no further charges by FITera on Ms. [redacted] account since this...

time, and her account balance is at $0.00 - all payments have been refunded back to the customer more than 1 month ago.Thank you,Steven C[redacted]FITera Customer Care

As stated in the previous response, customer's account balance is $0.00 - all charges have been refunded.  We have no further recourse in resolving this dispute.

Complaint: [redacted]
Response pending because: I continue to receive spam emails for your services/products. Everything in the email links back to your company (and a website registered to you promoting your service) so it seems highly unlikely someone else would be sending these without your permission. Per your request, I have forwarded a copy of the emails I keep getting to the address you provided on 6/30/16. I again request that you tell me where your company purchases marking email lists and/or what service you use so that I can request removal directly with them as well as requesting it from your company.  Sincerely,[redacted]

We have received no email correspondence from this customer as to a cancellation, nor have we received phone contact from customer during our posted business hours OR after-hours voicemail.  We do have 2 separate orders from this customer - a 30 day trial ordered on 03/12/2016 - as this trial...

was not cancelled, customer was billed in the amount of $47 on 04/11/2016.  This charge was clearly stated on the order page the customer used to place their order, and an email reminder of the end of trial date and charge amount was sent to the customer on 04/07/2016.
 
We have issued a full refund of this $47 charge back to the customer's credit card - please note that most banks take at least 3-5 business days to process refunds back to a customer's account.  All subscriptions have been cancelled, and there are no pending or future charges on this customer's account.
 
We do have a previous order in the amount of $6.95, dated 02/11/2016, for a different product.  Regretfully, we are unable to issue a refund for this order, as it falls well outside of the time frame for our return/refund policy (please see https://fitera.com/#contact for return/refund policy information)

Complaint: [redacted]I am rejecting this response because: I understood, based on the same email I got on my THIRD contact with the company why my subscription did not get canceled initially, but I contacted them once more AFTER that and they had to refund the monthly amount. I have received NO explanation as to why that was the case. Then I placed a stop payment on my account when they took the money a FOURTH time since asking them to cancel the membership THREE times did not work. This was not a one time mistake. The bank, Wells Fargo, confirmed that the stop payment was in place, but they altered the order in which their city and state were displayed when they submitted the request rendering the stop payment useless, which is what has resulted in my filing this complaint. I paid 49.95 for the fitness program and was paying 27.00 a month for monthly coaching. I have received the 27.00 back but I want the additional 49.95 as I do not wish to support this company in any way, shape or form.Sincerely,[redacted]

Hi [redacted], 
I do apologize for any inconvenience, I know this situation is frustrating. As I stated on the phone, in our email exchange and Facebook messages - your account has been refunded the following: 
$6.95 on July 13th 
$47 on August 14th
Once those refunds go through our...

system, which is immediate, it is in your banks hands to process it and return those funds to your account. All the records in our system, as documented in the receipts I have sent to you and attached here, indicate that these refunds have been processed through our payment processor. Please note that these are not screen shots, they are PDF's downloaded directly from our system.
At this time I would ask that you contact your bank and speak to one of their representatives. If the refund has taken longer than 5 business days to be processed, which it sounds like it has, then your bank would need to explain why that is. These refunds were immediately processed through our system and there is nothing more I am able to do to expedite the refund process. 
Please contact your banking institution and feel free to have them call us if they have any questions regarding this refund. I would be more than happy to provide any information to them in order to resolve this issue for you. 
Again, my apologies for the inconvenience. Please know that I am willing to help in any way I can.

This purchase was refunded on 10/05/2015 in the full amount of $6.95, and cleared our payment system the same day.  Please contact your financial institution regarding their refund policies - most banks take 3-5 business days to process a refund back to your account.We have refunded this purchase in full, and have no further recourse to attempt to resolve this dispute.  Thank you,[redacted]FITera Customer Care

Hi [redacted], 
 
Unfortunately, I have not been able to locate the emails, in either the primary or spam folders, that you have forwarded. Would you please double check the address you are forwarding to, it should be [redacted]@FITERA.COM. You can also try forwarding them to [email protected] and see if that works. 
I would be more than happy to look into this for you. We would love to get to the bottom of this for you. 
Although we do not have records of having your email address, as a precaution, I have input your email address to our unsubscribe list - so, rest assured, any emails coming from "FITERA" going forward are not from us. Our mailing system will have your hi[redacted]@q.com email address listed as an opt-out and will no longer send you any emails that are legitimately coming from us. As I stated in our last correspondence, if it is someone who is using our information - then you will continue to receive these emails. 
Looking forward to resolving this for you. 
Best regards, 
Alexandra L**
FITera Customer Support

This customer is not billed by us, but ordered our service through another company.  We have contacted that company on the customer's behalf with a cancellation and refund request, but are unable to stop billing directly.
 
Customer may wish to consult their bank statement or financial...

institution for further information on who this account is being billed by.
 
We have also attempted to contact customer several times via email, with no response.
 
Contact information for company customer placed order through is [email protected].
 
Thank you,
 
Steven C.
FITera Customer Care
[email protected]