Infusionsoft

I have spoken with Brian A [redacted] , who was the assigned coach, and Wilson S [redacted] who was assigned to handle the cancel requestUpon speaking with Brian, he stated that they did have a scoping call and then set up a second callThe customer did not show up for the second call or make arrangements to rescheduleThe customer then called into support at a later date and asked to connect with BrianBrian stated he called the customer back the same day and had a phone call with the customerHe said another call was not scheduled, but that the customer would get back to him with a time that workedThat did not happen he said, and they never connected after thatI spoke with Wilson S [redacted] , and he explained that the customer requested to cancel, but did not say anything about coaching not happeningWhen he told the customer she was under contract, that is when the customer began making a claim that she never received coachingWilson offered to the customer, that although the coaching had expired, he would restart her coaching at no extra costThe customer declined this offer and said she already had some other software in mindWilson again advised her of the contract she was underThe 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 refundHowever, I will end the contract and not charge out the earlier termination fee

[redacted] was credited months ($518) while she was on the books, meaning we covered her bill for delays, and that was satisfactory to her at the timeSince then, on 2/at the closing of her account, we have refunded her an additional $back to her card on fileShe has not been billed since her request to cancel, 2/This was the final agreement with her and the funds have already gone back to her.?

Ethan S [redacted] worked with [redacted] during her cancel process [redacted] called in to support to cancel her Infusionsoft application (me225) on 7/18/@? 1:17pmHer bill date has been the 17th? of every month since she started using the softwareAt that time the invoice had already been created and the payment was pendingEthan and [redacted] emailed back and forth for couple days and she was not interested in staying with the softwareHe did offer her a few options moving forward that could help her and her companyShe declined that and sent him an email that she was not happy with how things were being handledEthan replied to her email and confirmed her account was canceled and also explained his intentions and actions while also apologizingNo 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, $The refund has been sent

From: Shannon H [redacted] Sent: Tuesday, April 10, 9:AM To: [redacted] Cc: Michael B [redacted] Subject: Regarding your request- Infusionsoft hqHi [redacted] , This is Shannon with InfusionsoftI am reaching out to you directly in regards to you recent request submitted through the Revdex.comThere is limited space to respond on that platform and I want to ensure that our communication is completeTo confirm, your account was erroneously billed for the months of December, January, February, March and AprilThose payments,Totaling $have been refunded (see the screen shot below)As previously stated, we truly apologize for the error.After Infusionsoft initiates the refund it still may take up to 3-business days for the funds to appear in your bank accountWe have found that all banks process returns a little bit differently and so it depends on the speed of the merchant processor and your bank to determine how quickly the funds will be available to you.To clarify, when your account was cancelled, you had access up until the day prior to what would be the next billing cycle to access your dataAs your account then automatically shut down, it was necessary to re-activate it in order for you to retrieve the desired contents, per your requestThe error arose when it did not automatically close after that temporary re-activation.Upon cancellation in November 2017, you spoke with Michael BennettBased on that conversation, an agreement was made that we would cancel the account, terminate the contract, and waive the early termination fee of $It was understood and agreed upon at that time that no refund was to be issuedPlease let me know if there are new circumstances that you feel warrant attentionI am happy to discuss

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 balanceThere is no further action required by either party.? Best,Jeremy B***Director, Customer Success

Per [redacted] request 11/14/and based on conversations with our team, we cancelled the account (cancellation date 11/30/17) and waived the early termination feeIt was made clear and agreed upon at that point that there would be no refund [redacted] requested on 11/30/that the account be reactivated to access dataDue to an error in our system, the account remained open and billing.? A refund of $(months of service) has been issued, and will appear in ?" business daysThe account has been cancelled

Revdex.com: 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, [redacted] ***

I would love to address this complaint, however I am unable to pull up any customer at all, based on the information provided below: [redacted] ***Daytime Phone:? ###-###-####E-mail:? [redacted] Please respond with the customer information that we would have currently in our system.? Thank you, Jeremy B [redacted] - Director, Customer Success

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 would like to thank the customer for her feedbackEthan S [redacted] was acting within our policy that requires a customer to cancel days before their bill date to avoid the chargeIn [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 days prior to billingWe wish [redacted] well and hope she is satisfiedWe are always trying to balance our policies and making customers happy

This customer has subscribed to our software service since 2013, receiving enough value to have even purchase a second applicationCurrent 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 unethicalAnd while many of the statements and timeline references in the complaint are not exactly accurate, the one point that the customer really cares about isWe absolutely broke our own policy which states that we do not bill any customer after they have requested to cancelTherefore, I have refunded the payments in questionThe customer should see that post to their account in the next 5-business daysI have also personally confirmed that both applications have been canceled.Please let me know if you have any other questions[redacted] SrManager, Customer Care

[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.] Revdex.com: 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, [redacted] ?

Below are the notes of the representative that worked with the customerI feel we have been very fair and let the customer know if they could provide documentation that they canceled before their bill date that we would honor that and waive their last invoice From: Aaron C [redacted] Sent: Tuesday, November 22, 10:AM To: Infusionsoft Accounts Receivable [redacted] ; '[email protected]' < [redacted] Subject: RE: Your Infusionsoft open balance Nardita, From our conversation in August I covered a past due balance and credited one going forwardAs well as reduced your rateYou agreed I asked you to reach out if I could help you going forward When you reached back out to cancel again, it was after your Sept bill You did not charged again after I received that email.I understand that you chose to go another directionHowever I did not receive any communication prior to the 28th stating you were not wanting to move forward.If you are interested in moving forward to recoup your investment I am willing to help ensure you get the support necessary to do so.I understand that you feel unjustly handledWe have wiped past balances and have extended close to $in helpThat offer is still on the table should you want to restore your app and continue forward.If you choose to go a different direction I understandYou have to do what you feel is best for your business.The amount of $is valid.If you requested to cancel prior to the 26th and can send me supporting documentation, I am happy to work with you on a resolution of the $209.45.Thanks***

The information supplied by Infusionsoft in response to this complaint is incorrect:On June, Infusionsoft's technical team confirmed that their software DID NOT have the technical capability we had specifically requested when agreeing to purchase this software Email confirmation attachedInfusionsoft has claimed it has no record of an issue being raised with their team after their technical team sent this email This is incorrect We contacted Infusionsoft EIGHT TIMES and received no response to any of these attempts to achieve a resolution Emails were sent on: [redacted] June [redacted] June [redacted] June [redacted] August [redacted] August [redacted] September [redacted] Septemer [redacted] SeptemberRevdex.com's system will only allow me to attach four emails however I have copies of all on file Infusionsoft states that it does not provide refunds, however this is an attempt to contract out of its obligations under US Law Companies DO NOT reserve the right to refuse refunds in situations where they have sold a product or service that is not fit for purpose We went through an exhaustive process with Infusionsoft to ensure that this software was compatible with our own system Infusionsoft's representative went through our full system to confirm that Infusionsoft was compatible After several months of attempting to integrate Infusionsoft into our system, Infusionsoft's technical team eventually confirmed that they did not have the technical capability we required Under US Law, they are not in a position to refuse a refund as they are obligated to provide a product or service that is fit for purpose

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.?

First I submitted my complaint to Revdex.com because Infusionsoft did not respond in any way at all to my email dated March 29, requesting a stop to illegal charges and for a refund for past paymentsThey in fact charged me again $on April 02, 2018.My account was cancelled as per the email outlinning my experience with services that were not delivered as statedI am not surprised that Infusion soft is not interested in customer outcome or integrity of service, this is congruent with their past behaviour.I still request refund of all payment made to them.I did not request they open my account, I requested access for the last day of my billing cycleInfusionsoft closed my access the night of the 29th November, hours before my cycle ended.as per the attached credit card statement screenshot, payments collected illegally by Infusionsoft total $NOT $To date there is not refund or pending refund to my credit card.Sincerely [redacted]

Below are Venessa A [redacted] notesWhat I see is that Venessa provided the customer with her manager's information so the customer could escalate the issueMy recommendation is that she reach out to Venessa's manager ***? and seek resolutionThis is what Venessa recommended at the timeHis info I [redacted] ###-###-#### "She said she hasn't used Infusionsoft due to some personal mattersShe said she is in the negative, doesn't have any money and can't keep paying for ISShe wanted a refund since she hasn't used itIt's past the 60-day money back guarantee and she also never responded to the our coach’s emailShe just never used it and I wouldn't issue a refund just because she has no moneyI shared I could refund her last month and give her the next months freeShe insisted that I wasn't helping and wanted at least half refundedI offered to help create a campaign since she said she only has ONE client and a list of 100, so I offered to downgrade her account, get her in with another coach, but then she grew more and more frustrated because I wouldn't refund herShe said to refund last month AND THEN CANCEL and I said we would refund her last month as a form of investing in helping her and if we downgraded her app to $I could also have her work with a coach and create a webform to help her get more leads, she then said I wasn't helping herAs it stood, she needed money because she continued to tell me she was in the negative, but that's not how it worksShe then tried intimidating me, said she is the president of coaches and has a large network, etc etc, I said I wanted to help her so she didn't feel cornered in her business and stuck, and this kind of help could turn things aroundShe got very upset asked to speak to my manager who she assumed had a larger budget and would refund her for not using InfusionsoftI gave her [redacted] information, communicated our billing policy and still offered help, which she refused."

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 detailsIn 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-business days.Please let me know if you require anything further.Best, [redacted] SrManager, Customer Success

I have spoken to the Sales Rep and Manager involved, and have listened to the phone communications with the customer on this complaintWhile 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 thingsWe do not offer contractsWe offer a subscription service that customers pay for monthly access toYou can cancel the subscription at any time, before your next billing cycleThere is also an upfront fee that covers coaching services that we provide to ensure that our customers get started properlyConsidering 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 usThe customer should see those funds post to their account within the next 3-business days.Please let me know if you have any further questions[redacted] SrManager, Customer Care

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 receivedSince we have not been able to complete anything, this was the entire serviceI was requesting a "re-do" from the beginningI 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 truthNovemeber 12th & 13th-Infusionsoft did not acknowledge my requestAs 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 issueFinal Statement-Attached are emailsThe first was sent to Infusionsoft as to why we were being billedThis email was never responded toThe second email shows I informed Michael where he could review the problemsIt is clearly stated in the response received through the Revdex.com by Infusionsoft that the next time Infusionsoft heard from us was this complaintThe attached email proves that is a lieAdditional Contact History 01/18/2016Our laboratory saw an additional charge was billed to our credit cardWe 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 minutes, she hung upMichael never called E [redacted] We have provided plenty of responses and actions to help resolve this problemThey have had ample opportunities to assistWe feel it is inappropriate to speak with them further without a mediating source