iMesh

Dear [redacted] ***,Currently we do not offer phone support to our customersIn order to provide support for a technical or billing issue a user must contact us by sending us a support ticket via our website: [redacted] All tickets are saved and assigned a ticket ID for recording purposes.Upon searching our database we have no record of any email requesting a cancellation from [redacted] email address [redacted] We also have no record of an account under this email.We are therefore requesting more details regarding [redacted] account so we can cancel it for her immediately.We will need to be provided with the following: [redacted] Name on card that was used: (first, middle, and last name)[redacted] The last digits on the credit card that you used[redacted] The e-mail you registered with in iMesh (To find it, click 'Tools > My Account Settings' and you will see it under the 'General Info' tab)[redacted] The nickname you registered with in iMesh.Sincerely, [redacted] ***

Dear [redacted],
We would like to inform you that we have cancelled ** [redacted] account under the email '[redacted]
" line-height: 1em; background-">' and nickname '[redacted]'No further charges will be taken out for monthly Imesh services and we have cleared her billing information from our systemAs a gesture of goodwill, we have also refunded charges back to [redacted]' account amounting to $This should be reflected back onto her account within the next 2-business daysSincerely,
Charlotte W[redacted]
Billing Supervisor
Music Lab LLC[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 and the matter has been resolved.
Sincerely,
[redacted]

Dear [redacted],Currently we do not offer phone support to our
customers. In order to provide support for a technical or billing  issue a user must contact us by sending us a
support ticket via our website: [redacted]. All tickets are saved and
assigned a ticket ID...

for recording purposes.Upon searching our database we have no record of any email
requesting a cancellation from [redacted] email address [redacted].  We also have no record of an account under
this email.We are therefore
requesting more details regarding [redacted] account so we can cancel
it for her immediately.We will need to be
provided with the following: * Name on card that was
used: (first, middle, and last name).* The last 4 digits on the
credit card that you used.* The e-mail you
registered with in iMesh (To find it, click 'Tools > My Account Settings'
and you will see it under the 'General Info' tab).* The nickname you registered
with in iMesh.Sincerely,[redacted]

Revdex.com:At this time, my complaint, ID [redacted] regarding iMesh has been resolved. I was contacted by IMesh after I blocked all further charges from them on my Credit Card.
Sincerely,[redacted]

Review: I want to cancel my subscription but cannot reach the number that is listed. (###-###-####) The recording has been the same for 2 weeks. I've attempted to email my request but have received no response. Please assist. Thank you!!

Business

Response:

Dear [redacted],Currently we do not offer phone support to our

customers. In order to provide support for a technical or billing issue a user must contact us by sending us a

support ticket via our website: [redacted]. All tickets are saved and

assigned a ticket ID for recording purposes.Upon searching our database we have no record of any email

requesting a cancellation from [redacted] email address [redacted]. We also have no record of an account under

this email.We are therefore

requesting more details regarding [redacted] account so we can cancel

it for her immediately.We will need to be

provided with the following: * Name on card that was

used: (first, middle, and last name).* The last 4 digits on the

credit card that you used.* The e-mail you

registered with in iMesh (To find it, click 'Tools > My Account Settings'

and you will see it under the 'General Info' tab).* The nickname you registered

with in iMesh.Sincerely,[redacted]

Review: Was charge for a sevice, and unable to use their service. Company has no working phone number to contact about this issue. service is inferior!Desired Settlement: Would like my service restore to full service, and issue refund for this this month and any prior or future month which the service has been down.

Review: This company uses an advertising policy that inhibits work productivity online. I contacted this company by mail at [redacted] and then called their number to contact their customer support. This company's customer support line does not lead to new form of attention such as personnel, but refers back to the electronic mail contact address. This company's advertisement policy is in conflict with their privacy policy where my IP address was tracked and my keystrokes were tracked such that it resulted in spam when I would use the 'return' keystroke. this company does not appear to care for its clientele and the concerns and technical issues that their clientele have.Desired Settlement: I desire for iMesh and their affiliates in New Jersey, [redacted] to provide technical support that will aide in preventing electronic harm by their advertising and malfunction of their products.

Business

Response:

Dear Dispute Resolution Services,

Currently we do not offer phone support to our

customers. In order to provide support for a technical issue a user must

contact us by sending us a support ticket via our website: [redacted]

All tickets are

saved and assigned a ticket ID for recording purposes.

Upon searching our

database we have no record of any email requesting technical assistance from [redacted] email address [redacted]

In order to help him

resolve his issue [redacted] must send us a valid ticket through [redacted] and we will

gladly assist him.

Sincerely,

Billing Supervisor

Music Lab LLC.

Review: they have no way to contact the company they tell you to email them but thesite just give you the run around and I am not able to send the email I just want to cancel my subscription they used to have a phone number but now they don't the one they give you tells you to go to the site and send a email I just want them to stop taking money from my card every month and to make themsevles available to their customers by way of phoneDesired Settlement: cancel my subscirption stop taking money out of my account

Business

Response:

Dear [redacted],

Currently we do not offer phone support to our

customers. In order to provide support for a technical or billing issue a user must contact us by sending us a

support ticket via our website: [redacted]. All tickets are saved and

assigned a ticket ID for recording purposes.

Upon searching our

database we have no record of any email requesting a cancellation from the email address ‘[redacted]’ [redacted] provided.

In response to this complaint we have

cancelled [redacted] subscription immediately. He was also

sent a confirmation email to his email address ‘[redacted]’. Ticket ID: [redacted]

Sincerely,

Billing Supervisor

Music Lab LLC.

Review: I paid for dozens of songs over the past year for my ipod. A few weeks ago, they suddenly erased while attempting to add a couple songs. I emailed iMesh and explained that all these songs were previously purchased and now the website will not let me re download them without buying them again. I have at least a dozen emails going back and fourth and continue to get the run around. I asked for a phone contact and they claim they do not phone contact, but on the website list numbers to call for customer service which I tried several times and it's just a voice mail stating to file your question on line! Every time I explain via email they continue to repeat going over questions and directions to fix with zero resolution! I finally asked if I can buy them and then just get credited and they again just sent a email explaining how to download/purchase songs! I am so frustrated. A business should have a real person to speak with for customer service. I think this is so unacceptable!Desired Settlement: I want to be able to reload my bought songs without a hassle! OR just credit ALL of them and I will get them for iTunes!

Business

Response:

Dear [redacted],

[redacted] opened her account with us on **/02/2011 and on 03/**/2011 she purchased her first MP3 track (You and [redacted] Featuring [redacted], [redacted]) with us for $1.29. From this date to 04/**/2011 a couple more mp 3 tracks were purchased with our company. No further billing was made to her account until 11/**/2012 when [redacted] purchased a pro regular monthly subscription at a $9.95/ month rate. This subscription allows our users to download an unlimited amount of Premium content music to listen to on up to 3 different computers.

On 08/**/2012 [redacted] contacted us by sending us 2 separate emails requesting to cancel her subscription. The first email was received on 10/**/2012 and as a result her subscription was cancelled. We replied back on the same date stating this (Ticket ID: [redacted]). The second email was received on 12/**/2012 (Ticket ID: [redacted]) and we responded back on the same date. We stated her subscription was already cancelled.

On **/08/2013 [redacted] repurchased the $9.95 pro regular monthly subscription and between **/08/2013- **/08/2013 [redacted] purchased 25 individual MP3 tracks amounting to $35.05.

[redacted] then contacted our support department via our email system on **/08/2013 (Ticket ID:[redacted]). In this email [redacted] explained her issue and told us she attempted to add a couple songs to her account and it erased the songs on her iPod. When she went to her ‘purchased songs’ to reload them it made her buy them again. She asked for all her charges credited and her subscription cancelled.

She also stated she refused to have to pay for a subscription and pay for individual songs

We received this email on **/08/2013. Immediately in response we cancelled her subscription and refunded $23.95 back to [redacted] as a gesture of goodwill due to the issue she was experiencing even though we were under no obligation to do so.

However, purchased tracks, even though digital, have the same value as a physical CD purchased at a major retailer.

Therefore, once the license is purchased (during the purchase process), you are granted immediate ownership rights. Because of this we can’t refund back for them.

If a track is for some reason delivered unusable, we would of course provide a user with a functional copy via the help of an iMesh representative.

This information is also located in our ‘license agreement’ on our website (http[redacted]).

We state that ‘you may save that Song to the hard drives of up to 3 of your personal computers’ and ‘If you have purchased/permanently downloaded Songs, it is your responsibility not to lose, destroy or damage them’.

We also mention ‘You will have access to Songs via the Download Service for as long as you retain the files.’

We replied back to [redacted] stating this. We also told her that in order to purchases individual mp 3 tracks a user does not need a monthly subscription and they can purchase tracks individually whenever they wish. [redacted] replied back again just asking for her tracks refunded.

If [redacted] moved these files or she is on a different computer to where they were originally downloaded then they will not be picked up in the iMesh library. Unfortunately as we do not have them backed up she will have to re download the tracks again.

We understand that this is an inconvenience so as a gesture of goodwill we have refunded the remaining $11.10 for [redacted]’s purchased tracks and an additional $9.95 for her subscription. This amounts to $21.05. In addition to the $23.95 that was initially refunded back in August we have refunded [redacted] a total of $45.00.

Sincerely,

Billing Supervisor

Review: purchased and downloaded music to portable device from imesh online. contract stated that services would be discontinued at any time upon request. I have not been able to discontinue services. Have been trying since August **, 2013 by phone. I have also tried to unsubscribe by computer numerous times since September *, 2013. No one answers phone number on billing statement. I did get phone numbers from Revdex.com in Kansas. Someone answered one number and said I had wrong number. The other number was disconnected. Please discontinue all services from this company. As of August **, 2013 I no longer wanted their services. The downloads from this company were free for first month, then $1.00 for the next month. I discontinued services after the second month to no avail. Please help!Desired Settlement: help with refunding credit card and shut down business. inform public to not use until business is closed. Thank you for your help.

Business

Response:

Dear [redacted],

[redacted] opened her account with us on **/07/2013 and on **/07/2013 she subscribed for a Pro ToGo Subscription

Monthly at a promotional rate of $1.00 for the first month then $14.95/ month thereafter.

This subscription allows our users to download an unlimited amount of Premium

content music on up to 3 different computers and it also lets you transfer the

music on up to 2 compatible MP3 devices.

On

02/**/2013 we received a email from [redacted] requesting us to cancel her

subscription (Ticket ID: [redacted]).

This is the only contact we have received from [redacted].

Our

support team received this email on 04/**/2013 and the subscription was

cancelled as per her request. We responded back to her email on the same date (04/**/2013)

stating that [redacted] subscription was cancelled successfully.

In

order to cancel a subscription with iMesh the user must deliver ‘notice

to iMesh by sending an e-mail notification through our form at [redacted].

This

information is located in our ‘license agreement’ on our website ([redacted]) and can be

seen before the iMesh application is even downloaded onto your computer.

We

also state ‘If you cancel your subscription, iMesh will not refund any

remaining portion of your subscription fees.’

As [redacted] sent us a cancellation

request on the 02/**/2013 and her account was billed $14.95 on **/08/2013, we

are under no obligation refund her last transaction.

However as a gesture of goodwill we have

refunded the $14.95 back to [redacted] account.

Sincerely,

Billing Supervisor

Music Lab LLC.

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: This company has failed to keep up their end of the terms and usage agreement that they provided to me,the consumer. It is in writing that I can listen to free music all Iwant. I can even burn cd's if I pay the download fee listed next to the song. I downloaded about 308 gospel songs. I chose to make a cd for my Pastor's birthday with approximately 42 of the 308 songs in order to burn them to a cd for the surprise party myself and the congregation threw for my Pastor. Thus, around $38.00 worth of downloads had to be purchased. I willingly paid for them in lue that I would be able to burn them to a cd specifically for the party. I went through several brand new cd's but the bearshare program was not burning them to the cd's . The software was merely going through the motions. I could not call Bearshare/imesh at that time for assistance because the day and time were both outside of their business hours. I called bearshare/imesh this morning and explained that I want my money back because their system did not allow the music to be burned to the cd. The manager was disrespectful and told me I will not get my money back and that I was just being "trigger happy". I exclaimed that I was not trigger happy because I carefully chose what I wanted to pay for with an expectation that their software was up to par and would burn to cd's like the aggreement says it would. The manager I spoke to, [redacted] is extremely rude, arrogant, and sarcastic. First he told me there is no way I will get my money back, then I was told that I can repurchase the downloads and he would give me that money back for half of the "double purchase". Which obviously means I would not be getting the refund that I am entitled to. I told him that the party is over and I only needed the cd for the party. I also asked could he send me an e-mail explaing this strange policy of paying again in order to receive a refund. He blatantly refused. I was going to ask to speak with someone over him and he stated to me, "Don't ask for anyone over me because the only one you can talk to that is over me is God." Good thing for me, God and I have an awesome relationship! Thus, I have taken [redacted] advice and the Holy Spirit is leading and guiding me to take the appropriate and legal measures to get my money back.Desired Settlement: I would like my money back. I will not benefit from a store credit because I do not share music or listen to the devices like other people do . I play it on my pc only. I am a choir director so the only thing I really purchase is instrumentals from the music store I would really like to get my money back before this becomes an uneccessary stressor; or any more of an inconvenience and headache that it already is.

Review: I have had a paid subscription with iMesh for years. Their program has malfunctioned several times over the years. When I have contacted customer service in the past, they have been incredibly rude and their standard answer has been to uninstall and then re-install the program. On Thursday, their program again was malfunctioning, so I did their normal instruction of uninstalling and re-installing it. Upon re-installation, all of the music in my music library over 600 songs was completely gone. I have since then uninstalled and re-installed iMesh four times, with the same result each time. I have called iMesh twelve times in the last four days. Three calls were outside of normal business hours. Nine calls were within normal business hours. Their number answers with a recording and options. Option 0 always says "there is no one at extension 700" and you cannot leave a message. Option 2 goes to customer service where you are left on hold for about 20 minutes and then are told to call back during normal business hours. If you choose the company directory, no names are listed. You cannot get through to anyone, no matter what option you choose. I have also sent three emails to iMesh requesting resolution to this issue with nothing but automated replies. I have two iMesh Ticket ID's which are [redacted] and [redacted], neither of which have been resolved. Money is automatically deducted from my bank account each month for this service - a service which I am currently unable to even receive!!Desired Settlement: I want all of the music placed back into my library immediately. Music for which I have had a paid subscription for many years. I want a refund for all of the days that I have been unable to see and/or use any of the music I have paid for. I want an explanation of why this has happened and why there is no way to contact a person at the iMesh number. If there is a different number where you can actually reach a representative when there are issues, I want that number.

Business

Response:

Dear [redacted],

[redacted] opened her account with us on 05/**/2006 and on 06/**/2006 she subscribed for a Regular Subscription Monthly at a $7.95/month charge. On **/12/2007 she upgraded her subscription to a Pro ToGo monthly subscription at $14.95/ month which she kept until **/01/2008 before downgrading back to the $7.95/ month plan. On 11/**/2011 she upgraded back to the Pro ToGo subscription and on **/10/2012 downgraded her subscription one again but to a $9.95/ month charge.

[redacted] has contacted our support department via our email system numerous times between **/**/2008 – **/**/2013 with numerous questions and technical complaints. All emails were answered in the appropriate manner.

Our latest correspondence with [redacted] was on 09/**/13. Ticket ID: [redacted].

[redacted] uninstalled and re-installed the iMesh application and couldn't locate the music in her library. She asked for our assistance in retrieving it.

The email was replied to on the 12/**/13 with the correct instructions on how to add media back into your iMesh library from the hard drive of your computer.

On the same [redacted] replied stating that iMesh could not locate any music on her computer and that her music was only stored on the iMesh application. She also requested a telephone number to contact us.

We responded back later on the same day, stating that the music is not associated to an iMesh account and is stored locally on the hard drive of your computer. Provided the music was still located on her hard drive the instructions should add the music back into her library. We also stated that we no longer provide telephone support so unfortunately there is no telephone number to contact us at this present time.

Throughout the day emails were exchanged between our support and [redacted]. Eventually she mentioned that her hard drive was wiped clean.

As mentioned previously all music downloaded with an iMesh subscription is stored locally onto the hard drive of the computer it was downloaded onto. The files are NOT associated to a iMesh account.

This information is also located in our ‘license agreement’ on our website ([redacted]).

We state that ‘you may save that Song to the hard drives of up to 3 of your personal computers’ and ‘If you have purchased/permanently downloaded Songs, it is your responsibility not to lose, destroy or damage them’.

We also mention ‘You will have access to Songs via the Download Service for as long as you retain the files.’

If [redacted] restored her computer and removed these files they will not be picked up in the iMesh library and unfortunately as we do not have them backed up she will have to re download the tracks again.

[redacted] also mentioned she is currently unable to receive the service.This does not seem to be the case. The issue appears to be that she has lost her previously downloaded music files. As she still has access to her subscription she is able to download her music again.

We understand that this is an inconvenience and seeing as [redacted] is a loyal subscriber we have gladly refunded her last 3 payments amounting to $ 29.85 as a gesture of goodwill although we are under no obligation to do so.

Sincerely,

Billing Supervisor

Music Lab LLC.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[I do not accept the response from the business, as their response has information in it that is inaccurate. My preferred method of contact with this business for many years has been via telephone. They have always provided telephone support. There was no requirement to email for support. The dates on their response say September 2013 and December 2013. We are currently in the month of August 2013. I began calling them on August *, 2013 and finally resorted to emailing them on August **, 2013. I received their first answer of multiple emails on August **, 2013. After going back and forth until August **, 2013, I was told that I would have to download everything in the library again, that iMesh does not have any songs in their library. I did not tell them that I was unable to download everything over. I said that for all the years I had been using their business, I had never had to re-download my entire library. I explained that for all of these years, after a re-install of their program, my songs had instantly come back into my library, and I had not had to "incorporate" them from anywhere on my computer. They did credit $29.85 to my bank account. I want to make sure that the information on this complaint is accurate.]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,