Guitar Control

To whom this may concernPlease see our response in REDI
purchased an instruction video and then started being charged for a
monthly "Guitar God" club that I did not purchase or authorize. I
contacted the company and complained and was told that they do not
refund "Guitar God" charges. I...

complained further and they refunded one
payment of $19.95, but not the other payment of $19.95 that they took. I
returned the instructional videos and have not been able to receive the
refund of the purchase price of $71.00. In fact I have not even had a
response from my recent emails.Complaint Background:Product/Service: Guitar Control Big Package 14Purchase Date: 6/26/2015Problem Occurred: 7/22/2015Model: [redacted]Account Number: Order Number: [redacted]Talked to Company: 8/30/2015Talked to Company (2nd): 8/31/2015Talked to Company (3rd): 9/25/2015Name of Salesperson:unknown  Purchase Price: $71.00 Disputed Amount: $90.95 Desired Outcome/Settlement: I wish a prompt refund of all charges back to my bank account. 
Desired Settlement: Refund>>>> Refund is already being processed customer was also advised that all chargesdebited from his card will be refunded

Guitar Control offers a 365 day money back guarantee but does not answer my phone calls and e-mails so the consumer can exercise that guarantee. When I complained to my bank they did not answer my bank's phone calls. I believe they are con artists.

To whom this may concern:Please see our response in red.I recently found that Guitarcontrol.com charged on my credit card $19.96 and setup an online course of some kind with out my knowledge. Tried to contact by phone several times and also wrote a message from their complaint line(still waiting for...

that. But every time I try to call them there is an automatic answering service that say that no one is in and leave a message. Left message with complaint section and also to the managers connection. No answer or call back yet. The message I left is, I did not subscribe to your product and I want you to cancel the subscription. If no action is taken I will report to the proper Authorities. What should I do now? [redacted]>>>> The $19.95 charge was for the Guitar God Club, on the orderpage there was an option not to get the membership. Could be the customer didn't choose that option, however, the saidmembership is free for 30 days and he could have canceled anytime. Upon checking the records I didn't see any emails sent or VMs. Anyway, the membership is now canceled and we assurecustomer that he will not receive any other charges for the said club. Refund has also been processed.Desired Settlement Cancel subscription and refund money>>> Membership canceled and $19.95 charge refunded. Customer should receive an email confirmation for the cancellation and refund.Desired Settlement: Refund>>> Refund processed kindly just allow 3-5 business days for the credit to appear in the account.Thank you.

To whom this may concern:Our records show that customer's order has already been delivered to the address he provided.Thank you.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
It is clearly stated in my very first email to [redacted], back in 2012, (which I have forwarded screenshots of), that I requested the charges be stopped, cancelled any recurring payment plans AFTER I was paid up, IN FULL, for the original purchase. Unbeknownst to me, I was STILL being charged fees for a service I NEVER used and was completely unaware that it even existed. Furthermore, after questioning this issue via email, I attempted to call NUMEROUS times and first, could not get through, then, upon getting through to a representative, I was told by that rep. that the charges would be refunded and I would no longer receive any other charges. This was my FIRST correspondence withgc, back in 2012, upon noticing I was STILL being charged AFYER FULL PAYMENT had been made for my purchased item. Why is it that a company is allowed to take money from a consumers bank account, which they received the infirmation of from a purchase, and then continue to use that information to take money from said account as if it is their own? 1. It was NOT clearly stated that I would be charged if I did not "cancel" a service I was completely unaware of and 2. After BECOMING aware of the charges, I made every attempt to contact and cancel this service. It is most perplexing to me that this is even a discussion. I paid for the items I purchased, gc continued to charge me, I cancelled service I was completely unaware of, was STILL charged for cancelled service, and then ensued what I can only describe as a circus on the part of gc. What is the point of going back & forth about this? This company took money from my bank account without my knowledge and, regardless of their false and inaccurate claims, they should have to pay the funds they took without my consent. Why is this even an issue? As mentioned in my last response, they admit to having "glitches" in their system. Does this company expect me to just give up and be okay with them using my personal banking information as their own?
Regards,
[redacted]

To whom this may concern
Please see our response in RED
Customer’s Statement of the Problem: Verdana, sans-serif; font-size: 12px;">I joined their guitar god club wich after 1 year you are suppose to get a free guitar, I finished my year and paid the shipping and handling for the guitar on June 10th 2015 and still have not received my guitar, I have contacted them by e-mail many times about it and just am told it was back ordered and they don't know why, on one e-mail I was told I would receive it in the 3rd week of August it is now September 23 and still no guitar and no contact from them telling me why and I am really tired of waiting for the product they owe me
>>> NEW STOCKS HAVE ARRIVED AND THIS CUSTOMER"S GUITAR AND STRINGS HAVE ALREADY BEEN SHIPPED
Complaint Background:Product/Service: Electric GuitarPurchase Date: 6/10/2015Model:Account Number:Order Number:Name of Salesperson:  Purchase Price: $0.00Disputed Amount: $0.00 Desired Outcome/Settlement:I want my guitar sent to me immediately and I think since I have waited this long and it is because of them It should be sent express Desired Settlement: Delivery of Order 
>>> PACKAGE HAS BEEN SHIPPED WITH [redacted] TRACKING # [redacted]. CUSTOMER WAS ALSO NOTIFIED ABOUT THIS INFO
Thank you.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
I will accept this response but add a statement. How do I choose to accept or decline when I did not get anything? I took a 1 year subscription for guitar lesson and that expired about eight months ago. So I don't know what they are talking about. Like I said, I got my refund and cancellation so I accept. Regards,
[redacted]

To whom this may concern:Please see our response in redIt has been 4 weeks and I have not received the product or a return call after multiple attempts at contacting their customer service. 08/04/15: Called customer service and left a detailed message. 08/08/15: Emailed customer service through the...

website. I received an automated response through email that my report had been received, but no call back. 08/13/15: Replied to the automated email response with no call back.>>> Upon checking records there was only one email sent and it was still in queue since we have other tickets in line and we advise customers our response time is 2-3 business days.Complaint Background:Product/Service: [redacted] DVD SetPurchase Date: 7/17/2015Problem Occurred: 8/5/2015Model: Account Number: Order Number: [redacted]Talked to Company: 8/5/2015Talked to Company (2nd): 8/8/2015Talked to Company (3rd): 8/13/2015Name of Salesperson:Online  Purchase Price: $158.85Disputed Amount: $0.00 Desired Outcome/SettlementWith no contact from the company to resolve this issue, I'd like a refund of $158.85. Desired Settlement: Refund >>> order canceled and amount has been refunded. Just need to allow 3-5 business daysfor the credit to appear in customer's account.Thank you.

We apologize to [redacted] for any inconvenience this matter has caused him. We will check with our technical team and make sure the links are working, but for [redacted]'sconcern, his email has been removed from all email lists. Our apologies, again, for [redacted]'s unfavorable experience. If there's anything else we can do to make it up to him just let us know

To whom this may concern:
Please see our response in RED
Complaint Involves:Refund Or...

Exchange Issues Customer’s Statement of the Problem:I did not receive my order,Keyboards Made Simple Vol 1, which they claim was shipped to me on 11/16/2015 via Economy Air.
>>> Our records show package was shipped to the address customer provided, however, it was returned back to the warehouse because the address is incorrect.
Complaint Background:Product/Service: Keyboards Made Simple Vol 1Purchase Date: 11/15/2015Order Number: [redacted]Talked to Company: 12/16/2015Name of Salesperson:  Purchase Price: $107.89Disputed Amount: $107.89
>>> The amount charged was only $78.85 and not $107.89Desired Outcome/Settlement: I would like a full refund of my purchase price of $107.89 which was paid by credit card on 11/15/2015.  
>>> Refund has been issued for $78.85.
Desired Settlement: Refund
 
>>> Refund processed and customer was notified.
 
Thank you.

To whom this may concern:We have already sent a refund check to the customer.Check was mailed October 14, 2017 with check #[redacted] Amount - $119.70.Thank you.

To whom this may concern:
Please see our response in red.
I recently found that Guitarcontrol.com charged on my credit card $19.96 and setup an online course of some...

kind with out my knowledge. Tried to contact by phone several times and also wrote a message from their complaint line(still waiting for that. But every time I try to call them there is an automatic answering service that say that no one is in and leave a message. Left message with complaint section and also to the managers connection. No answer or call back yet. The message I left is, I did not subscribe to your product and I want you to cancel the subscription. If no action is taken I will report to the proper Authorities. What should I do now? [redacted]
>>>> The $19.95 charge was for the Guitar God Club, on the orderpage there was an option not to get the membership. Could be the customer didn't choose that option, however, the said
membership is free for 30 days and he could have canceled anytime. Upon checking the records I didn't see any emails sent or VMs. Anyway, the membership is now canceled and we assure
customer that he will not receive any other charges for the said club. Refund has also been processed.
Desired Settlement 
Cancel subscription and refund money
>>> Membership canceled and $19.95 charge refunded. Customer should receive an email confirmation for the cancellation and refund.
Desired Settlement: Refund
>>> Refund processed kindly just allow 3-5 business days for the credit to appear in the account.
Thank you.

To whom this may concern:Customer's first emails weren't received, the only email received was when he made the follow up.We have coordinated with the customer and already processed his refund.Thank you.

To whom it may concernPlease see our response in Red belowAfter
an initial purchase of guitar instruction videos, guitar...

control .com
charged my credit cardat least three more times for the amount of
$19.95.These charges are fraudulent and I would like to let everyone
know that this company is on the prowl ...>>>When the customer made his purchase of Mississippi Blues & Beyond Volumes I and II he might have not unclicked the box that signed him up to Guitar God Club. We also sent an email informing customer about the membership. He was given 30 days free trial and was informed he can cancel anytime but we did not receive any communication from him about canceling the membership. We have already canceled his membership and he will not received any other charges for the said club.

To whom this may concernPlease see our response in REDI
purchased an instruction video and then started being charged for a
monthly "Guitar God" club that I did not purchase or authorize. I
contacted the company and complained and was told...

that they do not
refund "Guitar God" charges. I complained further and they refunded one
payment of $19.95, but not the other payment of $19.95 that they took. I
returned the instructional videos and have not been able to receive the
refund of the purchase price of $71.00. In fact I have not even had a
response from my recent emails.Complaint Background:Product/Service: Guitar Control Big Package 14Purchase Date: 6/26/2015Problem Occurred: 7/22/2015Model: [redacted]Account Number: Order Number: [redacted]Talked to Company: 8/30/2015Talked to Company (2nd): 8/31/2015Talked to Company (3rd): 9/25/2015Name of Salesperson:unknown  Purchase Price: $71.00Disputed Amount: $90.95 Desired Outcome/Settlement: I wish a prompt refund of all charges back to my bank account. 
Desired Settlement: Refund>>>> Refund is already being processed customer was also advised that all chargesdebited from his card will be refunded

To whom this may concern:We apologize for any inconvenience this matter has caused [redacted] and her son.The The Ultimate Guitar Secrets Collection 7.0 that the customer bought is just an online versionwhich is also indicated in the orderpage.We also sent a correspondence regarding the order.Lastly,...

refund has been issued. Please expect 3-5 working days for the credit to appear in the account.Thank you.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

To whom this may concern:Please see our response in BLUE.This company stole money from my bank account after I requested they no longer charge me for a service I was not using and requested a refund in 2013 I...

ordered a DVD set from aforementioned company. Upon ordering they started charging me for a service I was completely unaware of. $19.98 a month. After paying of the DVD set and finding a charge on my bank statement for that amount, I emailed and questioned the charge, to which I never received a response. When attempting to contact them via email and telephone I was told that they would cancel the subscription and I would no longer be charged. This was back in March of 2013. At THAT time I was requesting a refund for the charges they were taking out of my account without my knowledge or consent. Fast forward to March 2014, I happened upon ANOTHER charge from this company which caused me to research how far back the charged had gone. I was told by arep from guitar control that they had taken a total of 18 charges out of my account, none of which I was aware of. At that point I requested a refund of ALL charges. That is when they started giving me the run around, not answering my calls, not replying to my voice mails, emails or returning my calls when they assured me they would have someone contact me., when I did finally get through. They gave me 6 months refund which is great. However, I am appalled that they are able to getaway with taking money from my bank account and claim that their policy only allows them to refund me 6 months, (even though they owe me 18 months, as per their own rep.================================================This is the timeline of all transactions:7/14/2012 Sent Welcome GGC email7/27/12 Sent Thank You email9/14/13 Customer emailed and we replied same day telling him about GGC9/15/13 Customer sent cancellation email and refund request9/19/13 Refund Processed(Attached are the email correspondences and screenshots of refunds processed back to **. [redacted]'s card)Based on our records **. [redacted] contacted us on September to inquire the charge and we explained and refunded the lastest charge at that time as courtesy refund.There could have been a glitch in the system as to why the membership was not canceled properly as to why he was still charged from October 2013 to February 2014.Since he had a cancellation last September we refunded the charges for October 2013-February 2014, total of 6 months refunds (total of $119.70 including the refund for September; $79.80 back to card and $39.90 by check)We sent him emails about the membership but we received communication from him after a year. Our emails clearly state that the membership automatically renews at the end of the 30 day trial period. We explained to **. [redacted] that we can only refund the months that were charged after he canceled but months prior to cancellation are non refundable.Thank you.

Review: This company stole money from my bank account after I requested they no longer charge me for a service I was not using and requested a refund in 2013

I ordered a DVD set from aforementioned company. Upon ordering they started charging me for a service I was completely unaware of. $19.98 a month. After paying of the DVD set and finding a charge on my bank statement for that amount, I emailed and questioned the charge, to which I never received a response. When attempting to contact them via email and telephone I was told that they would cancel the subscription and I would no longer be charged. This was back in March of 2013. At THAT time I was requesting a refund for the charges they were taking out of my account without my knowledge or consent. Fast forward to March 2014, I happened upon ANOTHER charge from this company which caused me to research how far back the charged had gone. I was told by arep from guitar control that they had taken a total of 18 charges out of my account, none of which I was aware of. At that point I requested a refund of ALL charges. That is when they started giving me the run around, not answering my calls, not replying to my voice mails, emails or returning my calls when they assured me they would have someone contact me., when I did finally get through. They gave me 6 months refund which is great. However, I am appalled that they are able to getaway with taking money from my bank account and claim that their policy only allows them to refund me 6 months, (even though they owe me 18 months, as per their own rep.Desired Settlement: They stole $359.64 from my account without my knowledge or consent. That is all I am requesting. I am not trying to get something for nothing. They took this money from me. I want it back.

Business

Response:

To whom this may concern:Please see our response in BLUE.This company stole money from my bank account after I requested they no longer charge me for a service I was not using and requested a refund in 2013 I ordered a DVD set from aforementioned company. Upon ordering they started charging me for a service I was completely unaware of. $19.98 a month. After paying of the DVD set and finding a charge on my bank statement for that amount, I emailed and questioned the charge, to which I never received a response. When attempting to contact them via email and telephone I was told that they would cancel the subscription and I would no longer be charged. This was back in March of 2013. At THAT time I was requesting a refund for the charges they were taking out of my account without my knowledge or consent. Fast forward to March 2014, I happened upon ANOTHER charge from this company which caused me to research how far back the charged had gone. I was told by arep from guitar control that they had taken a total of 18 charges out of my account, none of which I was aware of. At that point I requested a refund of ALL charges. That is when they started giving me the run around, not answering my calls, not replying to my voice mails, emails or returning my calls when they assured me they would have someone contact me., when I did finally get through. They gave me 6 months refund which is great. However, I am appalled that they are able to getaway with taking money from my bank account and claim that their policy only allows them to refund me 6 months, (even though they owe me 18 months, as per their own rep.================================================This is the timeline of all transactions:7/14/2012 Sent Welcome GGC email7/27/12 Sent Thank You email9/14/13 Customer emailed and we replied same day telling him about GGC9/15/13 Customer sent cancellation email and refund request9/19/13 Refund Processed(Attached are the email correspondences and screenshots of refunds processed back to **. [redacted]'s card)Based on our records **. [redacted] contacted us on September to inquire the charge and we explained and refunded the lastest charge at that time as courtesy refund.There could have been a glitch in the system as to why the membership was not canceled properly as to why he was still charged from October 2013 to February 2014.Since he had a cancellation last September we refunded the charges for October 2013-February 2014, total of 6 months refunds (total of $119.70 including the refund for September; $79.80 back to card and $39.90 by check)We sent him emails about the membership but we received communication from him after a year. Our emails clearly state that the membership automatically renews at the end of the 30 day trial period. We explained to **. [redacted] that we can only refund the months that were charged after he canceled but months prior to cancellation are non refundable.Thank you.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: the business claims to have "glitches" in their system bur refuses to admit they have charged me for nearly a YEAR prior to my SECOND complaint about being charged. They have conveniently left out the original corespondence from the FIRST time I email and asked why they were charging me. Their system is faulty and that is not my fault. They took funds from my account without my knowledge or consent and they continued doing so even after I questioned them about the matter. I have already shared the original email questioning [redacted] about the charges, which I was assured would stop back in 2012, August. They have admitted to having faulty systems. This should not even be an issue that I should have to waste any more of my time with. I have spent HOURS, DAYS, WEEKS, persuing this company for taking funds directly from my bank account without my consent. Yes, they HAVE refunded me a partial sum. I am not willing to allow any company to get away with stealing from me. I was a consumer of two of their products. I gladly paid them in full for those two products. They still owe me for the rest of the funds that were taken from my account without my consent.

Regards,

Business

Response:

As stated in our first response we sent customer a notification about the membership, monthly membership charges can be canceled but are non refundable.The first email we sent was July 14, 2012 same day customer made the purchase - we did not receive any communication from customerA follow up email was sent July 27, 2012 still we did not receive any communication from customerSeptember 14, 2013, after a year customer sent an email questioning about the $19.95 charge. When we got this email we replied on thesame day explaining what the charge is for and informed customer that the membership will be canceled and he will no longerreceive any other charges.Customer demanded for a refund, he was advised that monthly charges are non refundable because we sent him emails informinghim about the club. But still as courtesy we processed refund for the last charge.Whatever reason it is the membership was not canceled as to why he got five more charges, but since he already canceled we processedrefund for the months that he should have not been charged (October to February 2014).But the charges prior to his cancellation can no longer be refunded because we only received cancellation after a year.This only shows that we were honest to process the necessary refunds. Thank you.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Guitar Control offers a 365 day money back guarantee but does not answer my phone calls and e-mails so the consumer can exercise that guarantee. When I complained to my bank they did not answer my bank's phone calls. I believe they are con artists.