Infusionsoft

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

There was no theft of a credit card. We canceled our account. Then, some time later, a former employee reactivated the account that still contained our billing information. Before resuming billing, shouldn't InfusionSoft notify the cardholder? Especially if the cardholder is different than the account holder? What's more, after canceling an account, shouldn't InfusionSoft DELETE ALL BILLING INFORMATION from that customer for their security?
InfusionSoft has some fundamental policy problems here. Hopefully this case will help identify them so and reduce the number of complaints received by the company.

I was made aware of this unique situation late last week, and have confirmed that a refund has been authorized and processed for this customer. Unless the customer feels otherwise, it is my understanding that this is resolved.Best, [redacted]Sr. Manager, Customer Success

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,

[redacted],

I can appreciate that this was not resolved with the

customer in this case. Our no refund policy for services and subscriptions is

viewed by some as strong and should include some specific cases. For the record

we do follow our policies and terms and conditions that customers agree to, but

always look at every case when a customer cancels, and evaluate when we should

refund money based on special circumstances.

When a customer changes their mind, we feel this is not a

valid reason to issue a refund. When a customer feels they were mis sold, we

look at as many facts as possible. In this case we did not feel that they were

mis sold, and so my first response was reflective of that finding.

However, we have issued a refund for the full amount of the

first invoice which included $239 for the first month subscription and $1,199

for the Kickstart totaling $1,438 US. We have done this, as the customer feels

they were mis sold, and after being asked to reconsider, we feel it is

important to understand what the customer’s perspective is rather than just the

facts that we have gathered.  Hopefully

this will resolve all issues between us and our former customer.

By way of information, the second monthly invoice was

already refunded on May 8th.

Please let me know if there are any questions or unresolved

concerns.

Thanks

That is definitely not what happened.  
 
I asked Dwayne to speak with the supervisor and he said no.
 
I  explained that I was sold / told one thing and their system does another.   I saw there were a lot of people online also leaving reviews about switch and bait from their company, so I guess I'm not the only one.  
 
After Dwayne denied me speaking with a supervisor and they told me that I was wrong, I asked whether I should turn it into the Revdex.com or talk with an attorney and he told me to go for it.  I
 
Either way - I am looking for a full refund for the service and also would like a refund for the $963.00 additional charges that they put on my credit card on 7/12/16.
 
Very shocked at they way they do business.

Ethan S[redacted] worked with [redacted] during her cancel process. [redacted] called in to support to cancel her Infusionsoft application...

(me225) on 7/18/2016 @ 1:17pm. Her bill date has been the 17th of every month since she started using the software. At that time the invoice had already been created and the payment was pending. Ethan and [redacted] emailed back and forth for couple days and she was not interested in staying with the software. He did offer her a few options moving forward that could help her and her company. She declined that and sent him an email that she was not happy with how things were being handled. Ethan replied to her email and confirmed her account was canceled and also explained his intentions and actions while also apologizing. No communication since.
 
After discussing this situation with his manager Clay, and due to the fact that [redacted]’s cancel request was so close to her bill date, a decision was made to refund the client the full invoice, $199.00. The refund has been sent.

Although the customer's rendition of events doesn't exactly correlate with our documentation, I do feel that the fact that she had reservations on her first call and voiced them, (which we do have documented), and all things considered, I have in good faith, authorized a refund of all funds paid...

to Infusionsoft, as well as a credit applied to satisfy the open balance. There is no further action required by either party. 
Best,
Jeremy B[redacted]
Director, Customer Success

The customer is absolutely correct. Due to Can-Spam law, no software platform is allowed to support multiple "owners". Emails sent through any IP must be attached to a single entity. If one were an umbrella or parent company that could serve as the address on the footer, then they would be able to...

market the other two within the same application. However, three distinct, separate entities would need to market from their own respective applications. This is industry-wide, and not just how we choose to model our business.I have authorized a refund, which they will see post to their account within 7-10 business days.Thank you!   [redacted]   Sr. Manager, Customer Success

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,

We appreciate all customer feedback, and use it to better our customer service and customer experience.

In this specific case with the customer, we have resolved the concerns over the phone, and have in fact refunded the amounts requested. The refund was processed on 2/21 in the...

amount of $2,348.

Please let us know if there is anything more we need to help with, or if there are any questions.

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.]

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,

I have spoken to the Sales Rep and Manager involved, and have listened to the phone communications with the customer on this complaint. While I do not feel that the Sales rep intentionally mislead the customer in any way, I do see where there were questions not asked on both sides that would have...

clarified things. We do not offer contracts. We offer a subscription service that customers pay for monthly access to. You can cancel the subscription at any time, before your next billing cycle. There is also an upfront fee that covers coaching services that we provide to ensure that our customers get started properly. Considering that the customer never utilized any part of the subscription or services, I do feel that it is the right thing to do to refund them and close the account.  I have personally closed out the account and refunded all monies paid to us. The customer should see those funds post to their account within the next 3-5 business days.Please let me know if you have any further questions.[redacted]Sr. Manager, Customer Care

Infusionsoft scams you. They made it almost impossible to get out of the subscription after their service did not perform as advertised, and then they charged a $900 fee for shutting my account down! Very disappointed! Who charges $900 to cancel an account?!

Take your business anywhere else, they are a total ripoff.

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.

This customer has subscribed to our software service since 2013, receiving enough value to have even purchase a second application. Current frustration aside, I think we can surmise that he would not have remained a customer for so long, nor purchased additional services from a company that he truly...

believed was either terribly run or unethical. And while many of the statements and timeline references in the complaint are not exactly accurate, the one point that the customer really cares about is. We absolutely broke our own policy which states that we do not bill any customer after they have requested to cancel. Therefore, I have refunded the payments in question. The customer should see that post to their account in the next 5-7 business days. I have also personally confirmed that both applications have been canceled.Please let me know if you have any other questions.[redacted]Sr. Manager, Customer Care

I would like to clarify that after my interaction with Ethan, my account was closed as I stated originally; not without difficulty.
Since I did not receive a refund at that time and no manager at Infusionsoft was willing to even speak to me I reached out to the Revdex.com as well as my bank. My bank informed me that Infusionsoft was in the wrong and that they would work for me to get me a refund.
It was only after I filed a complaint with the Revdex.com and my bank started communication with Infusionsoft that a refund was even considered and then granted.
I felt it important to clarify this to the Revdex.com since there may be other people who have had or will have the same kind of treatment from Infusionsoft. I hope that Infusionsoft learns from this interaction and changes their policies to better serve their customers and not to take advantage of them.
Thank you to the Revdex.com for your part in this matter. I have my refund finally and it wouldn't have happened without your help.

I can appreciate the frustration, but upon looking at the customer record, there has been no contact from the customer requesting a cancel or a refund. Our terms and conditions state that a customer must call in to cancel, they would then speak with one of the reps I work with, and we can help with...

that cancellation. We always listen and consider case by case, and if we were out of line, we will issue a full refund. We reserve the right to discuss this with the customer, as well as evaluate the circumstances as they pertain to our terms and conditions.

The terms and conditions were agreed upon at the time the customer goes into the application for the first time.

I am creating a cancellation request in our system, and the customer can expect a call or email reaching out to discuss the details. At this time we will not be issuing a credit or refund for any of the charges until we can properly evaluate.

Some of the notes in the system state that calls were made to the customer, but the phone was not answered, and they could not leave a message.

We will be calling ###-###-####, and emailing [redacted].net to get a hold of the customer.

If these are not good contacts, please let us know.

Thank you

We understand how frustrating this type of situation can be.  We attempted to work with [redacted] to see how she might be able to use the software in her business.  The claim that she asked for a quote and we signed her up isn't accurate.  During the phone call, she was told she was...

signing up and gave her credit card for that purpose .  We have no record of an attempt to cancel the same day.  We attempted to reach out and get her scheduled for coaching for almost 3 weeks.  During that time she logged in and imported contacts.  As we informed her at the conclusion of the cancellation process, we pulled the recording of the call and she is incorrect in her claims.  She is welcome to refer to the terms and conditions if she have further questions.

First I would like to apologize for the experience our

former customer had. We never intend for customers or potential customers to

have a bad experience, or feel forced to purchase. We do however sell with enthusiasm,

and do sometimes offer discounts at the end of months and...

end of quarters.

In this case, our Loyalty Manager listened to the sales

calls, and found the claims our customer made to him to be not substantiated,

so he denied the request for a refund. Her complaint to him was that we

promised to help them generate leads, but there were no such promises in the recorded

calls. Infusionsoft is great at capturing leads, and nurturing them, but we do

not do any SEO work, or lead capture on behalf of our customers, we only help

them set up lead capture campaigns for them. After discussing it with [redacted], he

also shared he was never informed that the coach told the customer that they

were not a good fit. The only specific complaint [redacted] received was that we

promised to help them get leads, by funneling leads into their application. In

this case the customer is a good fit, but we understand their decision to

cancel the account.

The case was escalated to [redacted]’s manager [redacted], who

discussed the situation with [redacted], and listened to the call details as well,

and determined that it was not worthy of a refund per the terms and conditions

the our customer agreed to at the time of sale. These terms and conditions are

available thru a link for customers to read before agreeing to them. We also

send a quick email to the customer right after the sale is processed, which

reminds the customer that there are no refunds for services or subscriptions,

and that we do not prorate if a customer chooses to cancel. So the claim that

we do not inform people is incorrect.

[redacted] did give a month subscription in the form of a

refund, as they called in to cancel just one day after their bill date, and [redacted]

was willing to refund that money. After discussing it with [redacted], he was never

informed that the coach told the customer that they were not a good fit. The

only specific complaint [redacted] received was that we promised to help them get

leads, by funneling leads into their application

I’m positive [redacted] offered help, and was willing to help the

customer get their application up and running, as this is how he treats our

customers, and helps many on a regular basis.

We will not be granting the request for refund at this time,

and welcome our customer to take advantage of the services we have to help them

get things set up