Infusionsoft

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.

How does the reply from Infusionsoft address my complaint? Software does not meet our needs; this was evident after we started using it (no demo was allowed pre-purchase) Software has bugs that prevent efficient use Software is complicated and clunky The only reason that I paid the bill was to protect my credit rating. Will Infusionsoft refund our money, for reasons stated above?
Sincerely, [redacted]

Regards,

Brad Bartlett

The current situation with this customer has been resolved. We issued a full credit for all invoices, and a full refund for charges on card. I sent the following email to the customer with the credit and refund information, and short summary of resolution. Customer stated that if we resolved this...

off line, he would mark it resolved with the Revdex.com.Email sent:[redacted],Sorry again for not getting back to you sooner. I have gotten the credits and refunds taken care of, it should take 3-5 business days to hit your account, but the refund has been sent.Credit # [redacted] for $1,227.96 (Total amount invoiced to you)Refund# [redacted] for $1,227.89 (Total amount charged to your card, and now refunded)Thank youAfter reading through everything, and looking into the notes in our system, we were not accurate with the answers we gave you regarding your needs and what we could do for you. I am sorry for the experience you have had, and hopefully with the full refund we can put this behind us.All the best wishes for  you and your company, we hope for you your success. If you could let the Revdex.com know that this has been resolved, that would be great to close the loop. Thanks again,

I would like to thank the customer for her feedback. Ethan S[redacted] was acting within our policy that requires a customer to cancel 10 days before their bill date to avoid the charge. In [redacted]'s case that did not happen, but due to her lack of satisfaction with our policy and in order to show her that we do care and didn't just hold her to the policy, she got a refund on her last payment even though her request was not 10 days prior to billing. We wish [redacted] well and hope she is satisfied. We are always trying to balance our policies and making customers happy.

[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,

We appreciate the claim from our former customer that he cancelled in January. While he did ask to cancel, we have record in a voice recording that he provided us as well as email that he accepted to give it one more chance and work with one of our specialists. He chose not to take advantage of the...

specialist, and ended up calling in again in March to cancel the account, which we did. The account has been cancelled since then.

We shared this information with him yesterday, when he posed the question about extra costs. We told him that there would be no "extra costs" to meet with our specialists, which there were none. He was however charged another monthly subscription, which is what the open balance is from. After his question to me about the "extra charge", I found that it was misheard, and understand how he took what we meant as an additional charge to the subscription, to mean any charges.

We quickly credited the account of any balance, and I notified the customer right away. This was resolved 4/22 at around 6:00pm PST.

The account is cancelled and closed, and there are no open balances.

Thank you

First of all, we apologize for the bad experience Mr. [redacted] has had with Infusionsoft. However, we submit the following in response to his complaint.

First, we do not have contracts. We do not have minimum terms that a customer must stay with us. We charge monthly for...

our subscription, and a customer can cancel at any time.

Second, we had full permission to charge Mr. [redacted]’s credit card for the subscription and services he purchased. This was done verbally with our sales rep, who collected the credit card, and discussed the amounts he would be charged. Invoices are available in his app in the billing section, which outline all charges and payments.

At the time of purchase, Mr. [redacted] agreed to the subscription charge, and paid for the first month at that time. He also purchased the Kickstart, at a discounted rate, and also agreed to do a 3 pay. He was charged the first payment of $333.33 at that time, and agreed to two more payments. The next payment was charged on 1/28 and the third payment was done on 2/28.

He did call into cancel on 2/14, and was billed his monthly subscription on 2/20, which was refunded to him. The third payment was charged on 2/28, but that had been agreed to at the point of sale. This was not invoiced on 2/28, just charged as agreed.

In regards to not getting the services, according to our notes, every attempt was made to deliver the Kickstart product. He missed his first consultation, and attempts were made to reschedule. Here is a quote from our internal notes: “[redacted] did not show up initially. I emailed and then called. He answered the call and said that he forgot to put the meeting on his calendar and he was unable to meet. He understood that his time was lost but said he had several questions. I told him that I would let him email me those questions and then spend the time responding to those for his consultation. Thanks,”

We tried to help Mr. [redacted] get his application going, and are still willing to help him if he wanted to. We are always open to working on the application with customers.

Again we are sorry for the experience Mr. [redacted] has had, but we feel we have done everything we promised at the point of sale, when Mr. [redacted] agreed to purchase the subscription and the Kickstart products.

We have also provided Mr. [redacted] a link to our Terms and Conditions, which he agreed to at the time he went into the application for the first time. We do not provide a copy of this proof, but in order to get into the application, you have to agree to the terms. We have provided a link of the Terms and Conditions that are available to the public on our website.

At this time, we will not be refunded Mr. [redacted] for the product and services he has purchased, but we are willing to work with him to get the application working for his needs.

I have reviewed the response made by the business in reference to complaint ID [redacted], and although slanted heavily towards a non-admission of any wrongdoing, find this resolution satisfactory to me.  I have received this action and consider this complaint resolved.

Regards,

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.

While many of the details regarding this complaint do not match the detailed records in our systems, I do agree that the customer had an expectation that the software would operate in a configuration that it was simply not designed to. This wasn't properly vetted through the sales process, and so in...

good faith I have refunded the customer. Depending on their bank/credit card issuer, it should post to their account within the next 7-10 business days.[redacted]Sr. Manager, Customer Success

Although in reviewing this complaint, and having uncovered many discrepancies between our internal notes and communication and the customer's timeline and occurrence of what all transpired and how, I don't see the merit in opening the case any further and creating a back and forth battle over...

details. In good faith, I have authorized a refund of all monies paid by the customer to Infusionsoft, which depending on their banking institution, will post to their account within 7-10 business days.Please let me know if you require anything further.Best,  [redacted]  Sr. Manager, Customer Success

Hi Jasmine, here is the response for case# [redacted]
 
Blake G[redacted] worked on this request with the customer. On 6/2/2015 the first request to cancel the account was submitted due to non-payment on the account.  With no response from the customer to settle the outstanding balance, the account was cancelled on 6/19/2015.  On 7/21/2015 Jim West, the primary contact on the account, contacted Infusionsoft to have the account restored and made the payment of $598 to clear the outstanding balance.  The account was restored on 7/21/2015 per the request of Jim West because he was the primary contact on the account.  A new card was even put on file by Sandra M[redacted] (not Jim’s card) so that all charges were processed on the new card.  Jim contacted Infusionsoft in October and February to have small temporary holds placed on the account and then there was no communication from the company until AJ contacted Infusionsoft in June of 2016 asking to cancel the account and stating that Jim was fired and demanded a refund of everything that was charged from July of 2015. Over a year of charges.  A decision was made not to refund since the primary contact on the account is the one that reactivated the account and a current employee at the office updated the credit card for upcoming recurring charges.

I apologize for the delayed response. The amount referred to was taken out of the customer's account on 5/30, and was the second scheduled payment on the Kickstart fee. I included that payment when I processed the refund of all monies received by. I have attached a screenshot to illustrate. The customer paid $548.75 on 4/30, and then $299.75 on 5/30. I had refunded both payments, for a total of $848.50.Please let me know if you have any further questions.[redacted]Sr. Manager, Customer Care

We have reached out to Anuj, and are confident that we will be able to address his concerns, and get him back on track. As his complaint doesn't specify anything other than that he wants us to reach out and take care of him, please let me know if you require anything further from...

me.Best,[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.

After fully reviewing this case, I have found no signs of a miss sell or deceit on our part.  We aim to take equal responsibility in the purchasing process and ask our customers to do as well.  But, in the spirit of our core value of doing the right thing, there are times where a business is truly not a good fit for what our software offers and given specific dynamics it is difficult to see that upfront. This seems to be one of those cases.  

So in that spirit, we will be refunding the $532 to [redacted].  Although we aim to follow our terms and conditions, there are exceptions that arise that call for a judgement call and that is what we have concluded in this case.  

Please let me know if you have any other questions.  

Sr. Director of Customer Success

Infusionsoft

Three years ago I contacted Infusion soft about possibly using their services. The company I was working with at the time decided not to use their services. At the time I was speaking with Ray Wick. After the decision was made, I told him we weren't interested, and asked him to remove me from any mailing lists.

Three years later, I am still recieving emails from Ray. I repeatidly ask him to remove me, but I still get emails such as

Hi ,

I know you put a hold on investing in your selling efforts last time we chatted. I get it. It’s hard to change and money is tight. I am reaching out to see if the results still aren’t where you hoped they would be and maybe you sense change has to happen.

Here is what we know (as do our 40k customers)- investing in your selling and marketing is the one thing that delivers results directly to revenue and it’s what we do for small businesses. We automate what you aren't doing or don't love to do. It works incredibly well and frankly, selling and following up is just required to make money.

What is the worst that could happen? We have 650 employees that have exactly the same goal as you for your business- your success! Only your long term relationship with Infusionsoft is good for us both. You will have to put some trust in what we will do for you. It’s a risk but not a big one and the results WILL COME.

If you are sick and tired of being sick and tired then TAKE ACTION NOW and let us help you. It’s what we do and we are very very good at it.

I will do my part with helping you with costs. I promise. We are at the end of our quarter and just shy of our audacious goals so that's REALLY GOOD for you. Yes – there is a catch. The deal I can offer is today. The goal we need to hit is now.

Just reply back with Y or YES and I will contact you with details.

Small Business Growth Expert

RAY W[redacted]

Regional Sales Consultant

p: [redacted]

I have clicked their usnsubscribe link in the emails as well, but still am recieving marketing emails from this company. I would like it to stop. I have no interest in their services.

Danny D[redacted] worked with [redacted] during his cancel process. They worked together initially in June and found a solution.  [redacted] later came back to Danny and said that the software could not do what he was promised it could do on his sales call and would like a refund.  Danny vetted out specifically what [redacted] was looking for and then pulled the sales call and listened to it.  Danny shared with [redacted] that he was not misled regarding the capability of the software and therefore would not be receiving a refund.  Danny did inform [redacted] that he could cancel his account and would held accountable to the terms of his contract (which include an early termination fee).  [redacted] asked to then speak with Danny’s manager Duane.  Duane had a call with [redacted] and reiterated all that Danny had discussed with him on earlier phone calls.

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.

Dear Revdex.com,I wrote a complaint regarding the case number #[redacted], as referenced above, regarding the company Infusionsoft. The company advertised a 60 money back guarantee and when I exercised the guarantee it did not revere the charges with [redacted] Bank. After you wrote to them the company agreed to the refund and would work with [redacted] for the reversal. To my dismay they stall have not refunded the money. I have talked to [redacted] several times and they have been unable to reach anyone at the company. I have also tried to call, write and email several times and have not received a response.Will you please tell me what my options are and whether or not I need to file another complaint?Thank you for your time and attention to this issue.-- Sincerely,[redacted]

"Faith is taking the first step even when you don't see the whole staircase."Martin Luther King, Jr.Demitrus T. Evans J.D., LLMManaging AttorneyTEIL Firms, LLC"Where Excellence Matters!"10330 W. Roosevelt Road, #204Westchester, Illinois, 60154-USAMain: (708) 531-1740Fax: (708) 531-1741Skype: Devanslaw

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,