Infusionsoft

I am a Revdex.com Member. I have had a very disappointing experience. I gave their system several years to see if it would work and then I tried to part amicably after my annual term was complete. They convinced me to agree to an evaluation period at no charge to see if I would be willing to continue. I never told them I wanted to continue. If fact I told them I would email them if I wanted to continue. They kept billing me and I kept telling them to stop. Now I am wasting my time trying to get a refund when I already cancelled.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.This company sent an automated email saying that someone would contact me within 48 hours, to discuss my request to cancel my "account" with Infusionsoft.  I have never set up any account.  The moment I received their "welcome" email I could tell that something was definitely wrong there.  

Frankly, there is nothing further to discuss with this business.  They are clearly aware that I want to cancel this account.  They understand why I want to terminate all business with them (I stated that in my previous complaint to the Revdex.com).  And they should be aware that I am going to pursue this to extent that is necessary to insure that this is done.  

They are simply trying one further tactic to scam and bully me.  Think about it, what business requires that you call them to discuss closing your account?  Even banks don't require that.It is my expectation that Infusionsoft will refund all charges made to my [redacted] card and will cancel my account with them.  Should they fail to do this by close business on July 3, 2014, I will escalate this complaint to the next level.  

Regards,

The customer's account was canceled with the ability to restore once the dispute was resolved through us. This is how we suspend accounts that are in dispute. Charging back a bill means that the charge was fraudulent. To prevent further claims of fraudulent charges all chargebacks result in a suspended account until cleared up. Below is our policy and a link to the policy. I will recommend to our legal team that they take a second look at it. However, customers have a chance to review our policy before they purchase Infusionsoft and at the point of sale and when they first login to their application.
Billing Disputes
Each Infusionsoft customer agrees to provide Infusionsoft 30 days to attempt settlement of any billing dispute before disputing with any third-party credit/debit card company or bank. Should Infusionsoft receive a chargeback from a third-party credit/debit card company or bank on the customer's behalf before Infusionsoft has been given a chance to resolve the issue, Infusionsoft has the right to charge the customer for its time spent in resolving such disputes and any associated fees incurred by Infusionsoft, in addition to the $50 chargeback fee mentioned above. Regardless of the outcome of the chargeback, Infusionsoft retains the right to collect on any Services or fees that are due. Infusionsoft may submit any disputed amounts to a collection agency. Once a chargeback has been received, Infusionsoft has the right to suspend the account until the matter is resolved.
 

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to...

me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

First of all, this former customer does not understand that they

agreed to the terms and conditions of using our software. It clearly states

that they must call in to cancel the account. And in fact, Banks do require

proof of account ownership in order to cancel an account. Upon receiving the

Revdex.com complaint, we submitted into our internal system a cancel request, and

did in fact reach out to the customer. She admits to this action by citing

the message she received stating she would be reached out to within 48 hours.

We apologize that she chose to go straight to the Revdex.com to cancel her account,

this seems very unprofessional when her account was with us, she should have

reached out to us.

Secondly, her response and second complaint give us until July 3rd, but we

just received the message today, July 8th. Please refrain from these threats.

Threats are not what help us decide what the right thing to do is.

Third, [redacted] from our company called her the day of the complaint, and

noted in our system that her phone rang, no answer, and could not leave a

message. [redacted] then sent an email, and proceeded to cancel the account based

on the request to cancel. She sent another email a few days later, again

trying to get in touch with the customer, and notifying that the account was

cancelled, as well as the info of the credits and refund.

 

We have in fact cancelled her account, and have in fact credited and

refunded what was paid as well as credited any open balances. Refunds do take

a few business days to process, and then get through the merchant system. Our

policy allows for 30 days to process, which we never utilize. In this case,

[redacted] submitted the credit the day she sent the email, and it has taken the

normal processing time.

 

We expect to give 100% professional service and products, and we have

thousands that use our products and are current customers. They are very

satisfied with our customer service. It pains me to have to deal with a

situation like this that our customer feels we were trying to pull one over

on her. This has been simply a miscommunication and misunderstanding of how

to cancel her account. The refund would normally not be qualified just

because a person changed their mind, but in this case, we chose to not worry

about the reasons and just return all monies paid and credit any balance as

it was requested in such a combative way.

 

If there are any questions, please reach out. We would appreciate

more support from the Revdex.com, as a good company, and one that answers to every

complaint, and is VERY liberal in our refund policies, and not challenge us

when we submit our reasons for occasional denials of refund requests, but

seek to understand our reasoning, and then help in explaining to our

customers rather than asking us to reconsider.

 

Thank you

While I resolved my issue partially, I really have an issue with Infusionsoft's policy to terminate someone's account in response to a partial dispute filed. I was given no warning that this would happen after I filed the dispute, and no opportunity to resolve it within a set period. Shutting down my account I believe is unconscionable, especially given that I only filed a dispute about part of my payment. I want this policy changed.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I filed an original complain about this company. I read the solution from the company and they still charged my credit card after they said they would not. I have attched what they wrote saying they would only charge me $547. My bank staments state they have taken out two additional payments of $333.00. I have an email that states I told them NOT to charge my credit card and there statment also says they would not be billing me anything else. I have bank statments and the actual email where I stated NOT to charge my credit card. Below is what they wrote and the response.: Your Revdex.com Complaint number is: [redacted] "It is our stance that although we will not be pursuing the additional moneys owed, we also feel that it is only right that we recoup a portion of the costs incurred by retaining the original $547 paid. Please advise on what information you would like me to send over to aid in your ability to render a decision on the matter. (Call recording, notes, email correspondence) I'll look forward to your response. Best, [redacted] Sr. Manager, Customer Success" I will need the two payments back for a total of $666 refund on my credit card. I have bank statements and the email where I said DO NOT charge my card. They lied to Revdex.com because they said they would not be pursuing any additional money however they did.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Clearly, Infusionsoft is still side-stepping the issue.  The issue is simple, they made a sales promise which included a very detailed, written list of requirements, including time and dollar expense.  Almost immediately after signing their contract (in the first "orientation meeting), they told me that they could not meet either the written list of time and elemental requirements that were promised by the salesperson.  The fact that they have "resolutions" and/or "solutions" that they deem acceptable is irrelevant.  I do NOT deem them as acceptable because they do NOT and DID NOT meet with the promises made at the very outset.  You can't promise a 7PM reservation and say, "we have a resolution, which is a midnight reservation."  My response is reasonable to say, "I don't want to eat at midnight.  Please give me my money back - NOW!  Your resolution is NOT acceptable to me and it is not what I was promised and you cannot keep my deposit just because you deem it to be acceptable in your eyes."

In addition, I requested cancellation less than 1 week from the time they told me that they "COULD NOT MEET THE SALESMAN'S PROMISES."  The fact that they are holding me to a month of "subscription" when I requested cancellation immediately after my introductory call is ridiculous.  Remember, this was almost immediately after my first meeting with them, in which I was told that my expectations and original outline of needs would not be met.

Revdex.com - could you please just tell them, "look, did you tell the customer that you could not meet all of the sales promises?  Yes or not?  If no, then give them back their money.  If yes, then I will provide proof that they are lying to Revdex.com and their "customers" because I can deliver proof that they acknowledged NOT to be able to deliver what they said at the price or time-frame promised."  I don't want to have to dig-up all the emails which prove my point, but I will if need be.   I can provide written proof from them that they could not and did not meet their promises and I cancelled very shortly after they acknowledged this.  

Since that is the hard-fact case, they should provide a full refund or suffer a highly diminished rating on your Revdex.com site, as they are clearly NOT meeting their sales promises and they are manipulating words and causing good intending people to waste a lot of time and money to get a return from unmet promises.  I gained nothing but lost time and aggravation from their service and they know it.  They are being stubborn and manipulating words in order to keep my money.  This is the worst kind of hard-sales organization and they are NOT at all focused on their integrity or deliverability of sales promises.

Regards,

I have spoken with Brian A[redacted], who was the assigned coach, and Wilson S[redacted] who was assigned to handle the cancel request. Upon speaking with Brian, he stated that they did have a scoping call and then set up a second call. The customer did not show up for the second call or make...

arrangements to reschedule. The customer then called into support at a later date and asked to connect with Brian. Brian stated he called the customer back the same day and had a phone call with the customer. He said another call was not scheduled, but that the customer would get back to him with a time that worked. That did not happen he said, and they never connected after that. I spoke with Wilson S[redacted], and he explained that the customer requested to cancel, but did not say anything about coaching not happening. When he told the customer she was under contract, that is when the customer began making a claim that she never received coaching. Wilson offered to the customer, that although the coaching had expired, he would restart her coaching at no extra cost. The customer declined this offer and said she already had some other software in mind. Wilson again advised her of the contract she was under. The customer said she would get back to Wilson, but that didn't happen.Wilson reached out a couple more times but didn't hear anything back.  
Due to the fact that the customer is under contract, and all services were available for the customer to use, there will not be a refund. However, I will end the contract and not charge out the earlier termination fee.

I dispute the following responses:The October 23rd-I agreed to stay only if they would provide me with all of the service I had paid for and not received. Since we have not been able to complete anything, this was the entire service. I was requesting a "re-do" from the beginning. I encourage them to release a recording of this conversation so that the Revdex.com and Infusionsoft are clear that this statement/response is a fabrication of the actual event that contains very little truth. Novemeber 12th & 13th-Infusionsoft did not acknowledge my request. As they reached back out to me to inform me I could receive a bigger block, it was clear that Infusionsoft would not address the main issue. Final Statement-Attached are 2 emails. The first was sent to Infusionsoft as to why we were being billed. This email was never responded to. The second email shows I informed Michael where he could review the problems. It is clearly stated in the response received through the Revdex.com by Infusionsoft that the next time Infusionsoft heard from us was this complaint. The attached email proves that is a lie. Additional Contact History 01/18/2016Our laboratory saw an additional charge was billed to our credit card. We contacted infusionsoft and spoke with representative "Heston". "Heston" said Michael U[redacted] would contact [redacted] in regards to the problem. [redacted] never received a call. [redacted] made a call to Infusionsoft in the same day, no extension provided, wait time was 20 minutes, she hung up. Michael never called E[redacted] We have provided plenty of responses and actions to help resolve this problem. They have had ample opportunities to assist. We feel it is inappropriate to speak with them further without a mediating source.

There was no indication in the customer record that anyone reached out to us about the continued billing of this account.  I apologize that it appears to be missing.  I alluded to the possibility of a refund of the last two months' fees in our last response.  As they have issued a charge-back for the charges in question, we would need to resolve that matter prior to any credit being issued.  We still remain committed to helping him get started in the software.  He is able to re-start his Kickstart if he would like to.  Unfortunately, he has decided against that (as is his choice).  We presented a solution and were told he was busy and would get back to us.  The solution is still available.  We are willing to reverse the charges for December and January once the charge back situation is resolved.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.After I stopped the payment on my [redacted] for the initial payment and then made this complaint. supposedly my service was cancelled but a new charge has appeared on my credit card. While this may be a matter of different departments not communicating with each other or data bases that do not update each other properly, I want ALL charges reversed and no further charges made.The amount of time I am having to stop this from happening is unwarranted. The idea that no misrepresentation was made originally is a bit disingenuous but at this point I just wish the issue to go away and not take any more of my time and effort. Considering that I cancelled this service the morning after I signed up for it shows that this company has purposely made their cancellation process cumbersome in the hopes that clients wishing tocancel will simply walk away rather than pursue getting their money returned.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Clearly, Infusionsoft is still side-stepping the issue.  The issue is simple, they made a sales promise which included a very detailed, written list of requirements, including time and dollar expense.  Almost immediately after signing their contract (in the first "orientation meeting), they told me that they could not meet either the written list of time and elemental requirements that were promised by the salesperson.  The fact that they have "resolutions" and/or "solutions" that they deem acceptable is irrelevant.  I do NOT deem them as acceptable because they do NOT and DID NOT meet with the promises made at the very outset.  You can't promise a 7PM reservation and say, "we have a resolution, which is a midnight reservation."  My response is reasonable to say, "I don't want to eat at midnight.  Please give me my money back - NOW!  Your resolution is NOT acceptable to me and it is not what I was promised and you cannot keep my deposit just because you deem it to be acceptable in your eyes."

In addition, I requested cancellation less than 1 week from the time they told me that they "COULD NOT MEET THE SALESMAN'S PROMISES."  The fact that they are holding me to a month of "subscription" when I requested cancellation immediately after my introductory call is ridiculous.  Remember, this was almost immediately after my first meeting with them, in which I was told that my expectations and original outline of needs would not be met.

Revdex.com - could you please just tell them, "look, did you tell the customer that you could not meet all of the sales promises?  Yes or not?  If no, then give them back their money.  If yes, then I will provide proof that they are lying to Revdex.com and their "customers" because I can deliver proof that they acknowledged NOT to be able to deliver what they said at the price or time-frame promised."  I don't want to have to dig-up all the emails which prove my point, but I will if need be.   I can provide written proof from them that they could not and did not meet their promises and I cancelled very shortly after they acknowledged this.  

Since that is the hard-fact case, they should provide a full refund or suffer a highly diminished rating on your Revdex.com site, as they are clearly NOT meeting their sales promises and they are manipulating words and causing good intending people to waste a lot of time and money to get a return from unmet promises.  I gained nothing but lost time and aggravation from their service and they know it.  They are being stubborn and manipulating words in order to keep my money.  This is the worst kind of hard-sales organization and they are NOT at all focused on their integrity or deliverability of sales promises.

Regards,

$250 was credited toward the customer's open balance and all collections calls will stop.

After pulling the Sales call and listening to the conversation, I feel that while it was not the intention of the Sales Rep to mislead the customer, there were definitely questions that should have been explored further, as well as confirmation that should have been obtained around what the...

customer's specific needs were. And because we were unable to meet those needs, I feel that it is the right thing to do to go against our policy and refund him what he has paid. I will send him an email confirming the refund, and when to expect it, today.Thank you,   [redacted]   Sr. Manager, Customer Success

In his last conversation with Dwayne[redacted] threatened legal action and asked for the information for our legal team prior to hanging up on him.  At this point, we'd ask him to direct any questions he has regarding our policies to them.

I cancelled customer hub at the same time as cancelling service. They can see it in their phone records. They only cancelled part of the software instead of the full program. I explained this to multiple people multiple times.

The credit was issued on 1/19.

I am a user of Infusionsoft and today cancelled my plan as I was sold a basic plan and they billed me for a plan I did not sign up to. so be very careful. Test the software out for yourself it is very clumsy and the service is very poor. I ended up employing an external consultant who was $100.00 an hour to help with the basic and she scoffed at the "pipeline" the Infusion soft expert had set up for me, at my expense, saying it was way to complex for my little business. When I complained about the billing, they managed to get a 'team of people" to look into it which took months and no resolution. If they had of just got the sales rep on the phone who signed me up, it may have been resolved. Forgetting all that , use the system ( I don't think they will let you though) first as its very non-user friendly, if you have plenty of time and money its perfect for you , but for me as a small business I spent so much time and money at such rapid rate for a return that was zip.....I think the marketing of infusionsoft is a scam, the potential is there, but the system is built on taking big buck from you up front and lots of promises for the future. I was surprised once I got into the nuts and bolts of building campaigns how clumsy and inefficient its structure was , for what I was paying, there are several other options out there to check out before this. I won't tell you where I have gone to as this is not the point, its more to direct people to more honourable options than these guys. When you want to cancel too, well that took a long time as they spent weeks and weeks promising resolving things .......oh you should know too they don't like putting down anything paper, the guy who sold me promised an agreed fee which turned out to be more which could never be verified ( thats how they do it) and when cancelling you can not write to them and cancel you have to call them , they avoided my calls from Australia for weeks and weeks, everybody was happy to speak to me but Billing who were never available.

[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.]

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 have attached a copy of the credit to my Mastercard.  Thank you for your assistance! 

Regards,