Infusionsoft

Hi [redacted], 

I want to first apologize for the experience [redacted] had with us.  

In this complaint, the customer did agree to the terms and conditions.  I have provided a copy of that agreement in the attached.

As a good faith gesture, I will wipe...

the remaining balance of $666 and refund $83.

She did use one of her four consulting calls ($250) so that charge cannot be refunded along with the first monthly ($199) as there is no evidence of a mis-sell.

$250+$199= $449.  $532-$449 = $83

While doing this is outside of our terms and conditions, I hope this will resolve this issue with this customer.  

- [redacted]

Having reviewed the complaint in question, it is my opinion thatInfusionsoft had not mislead, nor failed to deliver on any of the expectationsset with this customer. The customer purchased on 5/5, and between 5/15 and6/13 Infusionsoft delivered on all of the Kickstart Consulting calls....

We evenreached out proactively to check in on the customer on 7/22, where the customerdid not indicate, in any way that they were unhappy. They then requested tocancel on 8/7. The conversations that followed between our Loyalty Manager andthe customer’s employee uncovered the frustrations that the customer had listedin their complaint. Our Loyalty Manager addressed the frustrations, andprovided explanations to provide the customer with additional clarity. TheLoyalty Manager, in good faith, even offered to break policy and explore thepossibility of meeting the customer with a partial refund, even after thecustomer had resolved to cancel. The customer was obviously only interested ina full refund, and ceased contact. Again, I do not see where Infusionsoft has failed to uphold theirend of the purchase agreement, or deliver on anything promised. I understandthat the customer was unhappy with the amount of time it took to unravel sometechnical difficulties, and empathize with the situation. However, technicalissues, especially ones that in no way impeded complete the use of thesoftware, are not a significant reason to suggest that a company go against ano-refund policy that is agreed to upon first sign in by the customer. All that said, I would be willing to issue a partial refund, basedon the time that the customer feels we took to long to help resolve theirissue. Please let me know if you require additional information.

Our records indicate the customer requested to cancel on March 11th and was mistakenly billed on March 16th.  Our rep processed the cancellation on April 12th and refunded the inadvertent billing from March.  He asked the customer if she had any record of requesting to cancel prior to her...

February billing as well.  In order to issue a refund for the February billing we would need evidence of a request to cancel prior to her February 16th billing date.

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,

Wow.
Infusionsoft is a terrible company and an "okay" email marketing company at best. They're just that - okay. The UX is bloated & slow, and the customer service / feedback & help is non-existent. Also, they're the [redacted] of email programs - "you can check out, but you can never leave."
1. They register you with a "setup fee." They say this is to help onboard you, but in reality they simply pay this out to whoever referred you (if you don't believe me, ask them). In reality - it's a "sunk cost" marketing tactic to make you feel obligated to stay (since you invested os much in the set up). Don't fall for this. There are plenty of other options out there that don't require scummy tactics like this.
2. The actual service is pretty mediocre. The software is SUPER slow. The UX is terrible. The emails send out at very slow speeds & the deliverability is markedly lower than other places (since their IPs they use to send email out haven't been well maintained).
3. Their customer service is terrible. No, let me rephrase that - their customer service is non-existent. They spend all their people resources on their sales team and none on their product (any additional features you want to add on to infusionsoft, you'll have to pay for on 3rd party add-ons). It's truly sad.
4. They brag about how much they raised from [redacted] (as if that's a selling point for the customer). Basically, that means they make money hand over fist on customers by pushing sales, having outrageous signup fees, while spending no money on product development or customer service. That's great for investors - not so great for anyone who actually wants to use the product.
5. It's impossible to cancel. In order to "start" the cancellation process, you have to request a "customer specialist" to call you. They may or may not do that & will most likely delay it as long as possible so it tips over into your next billing cycle. I waited 2 weeks for them to cancel & they still haven't. It's horrific. It's like a bad girlfriend who can't accept that you want to breakup with them. Chalk it up to another horrific slimy tactic they use to keep you adding to their monthly recurring revenue line (hello investors) as they're truly a company that's solely focused on their bottom line (and nothing else). In fact, 2 weeks post-cancellation-request - I still haven't heard from any one of their "customer specialists." They literally couldn't care less about their customers.
In short: a service shouldn't be SO complicated that you're FORCED to pay a signup fee to get started. And, a service shouldn't be SO hard to cancel, that they literally won't call you back to cancel.

First of all we appreciate all feedback from our customers as we learn what we can do better with any feedback. We also apologize for the non delightful experience this customer has had with Infusionsoft. As I understand from the feedback, an expectation of Done for you work was created at the time...

of sale, and from our website. After looking on our website I do not find where we claim a customer will get 4 campaigns done for them. I do however find that we will get campaigns done, after we collect information from the customer regarding details of their business, and that once the campaign is in place, further details will need to be attended to by the customer to further fine tune the campaign to meet their detailed needs. There is no way that we could do this work without the input from the customer. 

The forms that we use are used with all of our customers, and most customer do not find it difficult to fill in the information. The only time we have noticed that it is difficult is when a customer does not want to spend the needed time to fill out the information that is needed for us to do our part. It looks to me that when the customer complained about the form, that we suggested to fill it out the best they could, and then we would go from their and try and accomplish providing the campaigns. 

We do have an exceptional team of experts, and thousands of our customers utilize them daily and are very satisfied with the help. In fact over the last year, we have really focused on the service we provide to our customers, and our survey scores continue to increase as time goes on, which signifies that we are accomplishing our improvement goals. We do apologies however that this customer was not satisfied with the service provided.

After further review of the customer complaint, and the fact that they were not satisfied with our service we provided, we have credited and refunded the amount of $494 which is what has been paid to date. The refund has been submitted, and takes up to 3-5 business days to get through the merchant system and back onto the customers card.

Please let us know if there is anything else we can do to help, or if there are any questions.

Thank you

The amount inadvertently billed in March included Customer Hub and the refund issued included it as well.  As was mentioned in the previous response, we have no record of a request prior to the February billing.  If the customer has a ticket number or email initiated prior to her February billing date, we'd be happy to look and see if another refund is warranted.

The representative that handled this customer's case no longer works on this team, and it was not handled as we typically expect. Having reviewed the customers account, I am willing to honor the money back guarantee of the initial purchase, as well as the balance of funds paid afterward, in...

good faith. However, there is an active chargeback placed with this customer's banking institution, and I will be unable to process a refund until that chargeback is reversed.Please let me know if you have any questions.  [redacted]  Sr. Manager, Customer Care

I'm a little confused as to what exactly the customer is requesting. I will reach out to the customer to clarify, so that we can close this up for him.   Jeremy B[redacted]   Sr. Manager, Customer Success

We attempted to contact [redacted] several times over the last week and he has refused to speak with us.   On October 23rd [redacted] was contacted by our Customer Care Manager (CCM) to discuss his request to cancel.  He informed Michael he’d been disappointed with a few...

things in the on-boarding experience.  [redacted] agreed to stay if we would work with him on the issues and rearrange the way we on-board to a bigger block of time instead of several shorter ones.  We agreed to see what we could to accommodate him on the training changes. On November 12th our CCM emailed [redacted] to let him know we had arranged to give him the coaching in the bigger block he wanted, and that we’d credit the full amount of his November bill. On November 13th [redacted] responded that he hadn’t had time yet to read the email and they were launching a new website in the next few weeks.  He wanted to see how the backend would work with our system before he made any moves.  His email ended with, “Please let me know if this will be a problem, otherwise I will be in contact over the next 4 weeks.”  There wasn’t a problem with that.  He was fine to wait as long as he needed to utilize the solution we had offered him.  The next time we heard from [redacted] was via this complaint.  With the website launch and the holidays, it wasn’t surprising to us that we didn’t hear from him.  We don’t have any record of a complaint about being billed in December nor a contact to inquire as to why his account was still open.  Again, in January, we didn’t hear anything from him until he contacted you.  We immediately reached out to him and as I said earlier, he won’t engage in conversation.  We would like to try and help, and are still open to conversation.  We have cancelled his account.  Our policy regarding refunds is outlined in our standard terms and conditions.  We have attempted to contact him regarding what we can do as it relates to a refund.

We understand there is frustration with the situation.  We see from time to time situations where there is some dispute over who owns the Infusionsoft account.  In these situations we defer to our legal department.  We instruct customers to seek legal counsel if they feel there has...

been theft.  In this case there is clearly a dispute over ownership.  Because of this, we've asked to get as much information before we process refund or cancellations of any kind.  Again, if Andrew feels his information and credit card have been stolen by a former employee, he would need to contact the authorities.

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.

 

We were charged $1175.39 Canadian for a service we never used nor have any use for!  We are very disappointed and upset that Infusionsoft charged us for a service that is not MEANT for us.  We made a mistake when purchasing infusionsoft and obviously misunderstood what infusionsoft was all about. 

Why would a sales person tell us to go with them when we literally just started our business, had made no money and didn’t

have 1 lead?? We talked to a sales person the night of the end of the quarter and felt pressured into buying that night.  We weren’t happy with the service and figured out after our first coaching session that this was NOT for us.  Our coach also agreed with us.

Of course the people at Infusionsoft who listened to the sales calls would find no fault/ no pressure in their sales pitch, as they work for Infusionsoft.  We are a 2 person small business/charity that just started up at the end of April we don't even have 1 lead and made a huge mistake.  We don’t think it’s fair that we should pay over $1100 for a service we had for less than a month and was obviously not suited for us. 

As a new start up business/charity this is a HUGE blow to our finances to be charged for something that we never used, have nothing to show for and did not benefit from at all in the 1 month we had Infusionsoft.

So disappointed...

Regards,

I received an internal message from [redacted] to look into, figure out, and resolve the above mentioned complaint last week. [redacted] reached out to her last week to find a solution. We have already credited the balance, and have cancelled the account. I sent the following email today to...

[redacted].Please see below, this should resolve the situation.[redacted],I received a message from [redacted] regarding your account, and first I want to apologize that your account did not get cancelled when you requested. I looked into the account, and I am showing that the [redacted] was credited and refunded on 12/5/13. It does take a few days to hit your account. I also show that on 1/9/14 a credit for $290.52 was issued along with a refund. You should see that soon if you have  not already, again it does take a few business days to go through the merchant system outside of our control.I also confirmed that the account is in what we call Pending Cancel, and will shut down at midnight on the 30th. The way our cancels work, is we process the cancel request, it goes into Pending cancel until midnight the day before the next bill date. There is nothing more that we need to do to process, it is just a matter of time.Please let me know directly if you did not receive, or don’t receive either of the refunds, and please feel free to reach out with any other questions as well.I also received a notice from the Revdex.com, which I will be providing this email to them as my response. I’m sorry you needed to reach out to them to get anything done, this was not our intent at all. [redacted] sent the message end of last week, and it just took a couple days to verify everything was done, and to double check before we reached back out to you. She asked that I reach out since I had the most details.Thanks, and again, let me know if you need anything else

When billing a card that does NOT belong to the account-holder, the CARD HOLDER should be contacted that charges are going to be billed to their card. AT THE VERY LEAST, email receipts should be sent. Instead we received nothing. It was only after going through our account transactions (we are a large business, we have thousands of transactions) did we notice the error.
Furthermore, when I CANCELED our billing, that billing information (credit card data), should have been destroyed.
It is very important that InfusionSoft customers know this: InfusionSoft does NOT take even the most basic steps to insure the security of their customers personal or financial information.
Furthermore, InfusionSoft will accept no blame for this practice; placing the blame on you: "why didn't you notice sooner?" and even more ridiculous "you should take this matter up with your employee." (A man who was fired for fraud and writing bad checks? I should contact him? Why, InfusionSoft?)
Stay away from this company at all costs. There are better, less expensive alternatives out there with much more responsive, compassionate customer service.
We have pursued this matter with our credit card company who AGREES that InfusionSoft mishandled our data and AGREES that InfusionSoft's policies on protecting customer data is poor.
We will be forwarding our complaint to senior management of InfusionSoft and to California Consumer Affairs and the Attorney General. 
And a final note regarding InfusionSoft and ANY online service: when you cancel, make sure you have them confirm that they have DESTROYED YOUR FINANCIAL data.

Please advise the customer we will be making the full refund requested. A member of his team reactivated his account, and another member of his finance team called us to update the company card that was being charged. It is common in many businesses to empower certain individuals in the company to make purchases. And that is what we understood was happening here. To ease the customer we will make a full refund.

Upon investigation of the customer's complaint, we feel that her request is unwarranted, largely due to the fact that the basis of her request is formed on falsified statements. I have pulled and reviewed the sales call from 7/22, and have determined that she had not only been clearly made aware of...

the dollar amounts that would be charged to her card and when, but that she even decided to change cards due to having had made a recent large investment on the first card she had intended to use. I am more than happy to share the .wav file for your review. In it, she explains in detail what she needs Infusionsoft to do, and expresses an urgency in timing, as she has an event in October that she needs to fill up. Furthermore, I have interactions and emails documented between herself, and both her assigned Consultant, and the Loyalty Manager who helped her cancel her subscription and ultimately made the decision to forgive her the additional moneys owed within her original purchase agreement (which we gracefully broke into three, interest free payments).

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 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.

The ONLY way to access Infusionsoft's system is by signing the [redacted]. After navigating through their system, that's when I realized that the service Infusionsoft sold to me was not as described. I was DECEIVED into buying their service/software because their sales representative misrepresented it and the benefits that my business  would get from it. This company deceives small business owners into buying their services by grossly misrepresenting what their system can do for the business. After you pay their fees and realize that it's not really what they said it was, they would tell you: "sorry, but you signed an agreement" and will give you a very hard time getting a refund from them even though it was their fault. How can this company have the audacity to charge you for a service that was not as described and still make you responsible for paying it? I want a full refund of $532. Again, I was DECEIVED by this company and they should not charge me a dime for anything.

I'm giving this opportunity for Infusionsoft to correct their mistake by refunding the full amount back to my credit card. Otherwise, I will contact my credit card company to file a dispute. 

Regards,

Many of you may be wondering if you can trust infusionsoft...well in short no you cannot.

Here is the reason why...

So I'm a sole-proprietor of a business in which I was looking for something to handle all or the majority of the online aspect to my business. I came across infusionsoft which seems a little pricey ($200per month) but I thought hey at least everything will be in one place...I contacted infusionsoft to ask some questions and they were happy to give me some answer (misleading answers)...I didn't really get a demo run for myself to play with the interface before purchasing but I explained how my business is a mobile business and I need to be able to handle everything on the go. The sales rep explained that I wouldn't have a problem handling things on the go and how much infusionsoft will help my business grow and so on.

I talked to him for a bit and thought it might be worth going with that and decided to go for it...the rep then tells me that there's a $2000 dollar start up cost which then set me off balance...I told him $2000 is very steep and not in my budget and he then tells me to hold on a second and comes back to say "I've got great news were having a promotion where we can break up the payment in small amounts which we will just add to the monthly"...I the say "okay so then your going to break it up and I basically pay until it's paid of or if I decide to cancel" he the says yes that's correct and that was that...I thought awesome the price isn't that much a difference now so let's get started using the awesome tool (or so I thought)...so after signing up this start up cost included like 3 online meeting to show me one on one how to use the system a little bit just to get comfortable.

I spend time importing contacts from my previous crm online and adding tags and connections manually and finally once I was done I could go ahead to use the system on the go and start to notice that I was scammed into thinking there was a mobile friendly system which there is not!

I then email that I will be cutting my loses short and canceling my account. I receive an email I cannot cancel be email and that I will need to call in...so I call in and they say okay well before they can cancel someone will be calling me to understand my reason for canceling...I tell the rep why and I'm told the lady who will call me still will want to call me herself...at this point I'm confused and frustrated how I cannot cancel unless speaking to a specific person!...later I finally get a call back from "[redacted]" and she then asks me why I cancelled and explained that they are not mobile friendly and she says they are and they have a new app which I can see all my contacts on...I check out the app and I cannot edit contact info and I can only view a contact...in my business I need to send invoices on the go, be able to create new contacts on the go from clients calling my cell phone...I cannot do anything be see EXISTING contacts...I then tell her that's not being mobile friendly as there is no functionality...how is that even close to what I can do on a desktop?!...I tell her listen when you guys get something functional give me a call back thought right now I want to cancel...she then says she's do so and we part from there...

Later on I start to find out I'm getting emails from them saying I owe them $1'200 dollars...at this point I'm tired of them and totally ignore them and as a bit of time goes by we now arrive to the present where they are threading to send my account to collections dispite the agreement we had at the beginning or our sour relationship!

I've explained to them the situation and [redacted] there account collection rep tells me to contact "[redacted]" as he says she can help me so I do, [redacted] then tells me there's nothing she can do and how she told me during our last convo about my "responsibility" accourd ing to her in paying the bill...I told her how we never spoke about anything but how they are not mobile friendly...she says for me to speak to [redacted] and that he can help me...I explain to her [redacted] told me to talk to her and I have yet to receive a response from her now. it seems I'm now going to be tossed around abit!

HANDS DOWN IN MY TOP 5 WORST CUSTOMER CARE EXPERIENCES!

Our Finance department is currently working with [redacted] on a charge back filed by this customer.I'm not sure how the Revdex.com typically handles complaints that are in a charge back status with credit card companies, as we obviously cannot refund any monies until the case is closed to ensure that...

the account is not double credited. Please let me know how you wish me to proceed.  [redacted] - Sr. Manager, Customer Success

We spoke with [redacted]k and although we do not share the same business perspective as he does around contracts and the validity of them, we appreciate his experience and chose to offer a refund of half of what he paid. His response is below and we consider the matter resolved at this point....

From: [redacted] Sent: Thursday, November 03, 2016 12:10 PMTo: Clay J[redacted] <clay.j[redacted]@infusionsoft.com>Subject: RE: Very Unhappy Customer - Refund Request
 
Clay,
 
Of course, this wasn’t the credit amount I was hoping for, but I know special consideration was made for my request and I’m sure there’s no room for negotiations.  I’ll watch for the credit back to my Visa in the next couple days.
 
I appreciate your efforts.