Infusionsoft

[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 ***, and find that this resolution is satisfactory to meI have attached a copy of the credit to my Mastercard. Thank you for your assistance!
Regards,
*** ***

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 cardAT THE VERY LEAST, email receipts should be sentInstead we received nothingIt 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 destroyedIt 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 informationFurthermore, 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 costsThere 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

This account was canceled over a year ago, and I would assume if the account holder was unhappy with the circumstances around the cancellation of his account he would have brought this to our attention thenWe have no record of the customer reaching out after cancellationThe customer would have
also been responsible for viewing our billing policy on line that reads refunds will not be given upon cancellationAt this point, no refunds will be given, due to our policy and the time that has passed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

On 9/21/this customer was refunded $

On 9/21/this customer was refunded $

Hello, The email in their system is *** that they use to send us welcome messages and ignoring requests to cancel.All these people with emails below are well aware of the situation: Scott T*** ,Mel G*** ,***Kenneth W*** They all know really wellThey have called my number today and left a message###-###-#### This is what they send us instead of returning the money: Please have them return the money to the cardThey can also contact the email they have been sending welcome messages above Hi, Welcome to Infusionsoft! Your journey with us begins with your Expert Kickstart Coach, Max G***. Max G*** *** Please use the link below to book your first Expert Kickstart call at a time that works best for youBecause Max’s calendar fills up fast, we ask that you schedule as soon as possible.Click here to schedule your first Expert Kickstart call.Thank you!Jeff B*** New Customer Coordinator

The customer is absolutely correctDue to Can-Spam law, no software platform is allowed to support multiple "owners"Emails sent through any IP must be attached to a single entityIf 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 applicationHowever, three distinct, separate entities would need to market from their own respective applicationsThis 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-business days.Thank you! *** *** SrManager, Customer Success

Below are Venessa A*** 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** *** ###-###-#### "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 *** 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, *** *** SrManager, Customer Success

We spoke with ***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 paidHis response is below and we consider the matter resolved at this pointFrom: ***
*** *** Sent: Thursday, November 03, 12:PM To: Clay J*** 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

I will work with my billing/collections team to remove the chargeConsider the issue resolved for the customerHave a great day!

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 toThis wasn't properly vetted through the sales process, and so in
good faith I have refunded the customerDepending on their bank/credit card issuer, it should post to their account within the next 7-business days.*** ***SrManager, Customer Success

We are very sorry that a user of Infusionsoft is this disgruntled with their service and value receivedHowever, the person making this claim is not the owner of the Infusionsoft Account, nor is he the financierWe have another person on file, Will H*** in which we have reached out to times
with no response to discuss his request to cancelUpon his request to cancel it was only stated that he wanted the account canceledHe did not have any complaints or requests for refundsAlso, the amount disputed.....$20,was never paid to usThis account is only years old and has only paid a small fraction of what is disputed aboveAt this time we are not offering any refunds for this accountPlease let me know if questions arise.

We have no records of the customer calling in to voice these concernsWe also do not have any record of the customer requesting cancellation of her account, which mean she did not go through our resolutions team to discuss any of the issues she listed aboveThis is where we would here the
customer's concerns and discuss resoltionI am going to create a cancellation case per the customer's request and she will be contacted within hours to discuss the matter

[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 ***, 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 are very sorry that a user of Infusionsoft is this disgruntled with their service and value receivedHowever, the person making this claim is not the owner of the Infusionsoft Account, nor is he the financierWe have another person on file, Will H*** in which we have reached out to times
with no response to discuss his request to cancelUpon his request to cancel it was only stated that he wanted the account canceledHe did not have any complaints or requests for refundsAlso, the amount disputed.....$20,was never paid to usThis account is only years old and has only paid a small fraction of what is disputed aboveAt this time we are not offering any refunds for this accountPlease let me know if questions arise

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

There was no theft of a credit cardWe canceled our accountThen, some time later, a former employee reactivated the account that still contained our billing informationBefore 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 hereHopefully this case will help identify them so and reduce the number of complaints received by the company

Here are the notes from our rep who worked with the customer: spoke with Greg, he was still not wanting to move forward and did not want to have a termination feeI explained that I was happy to discuss what his issues were again and he claimed that we promised we could do things that he found
out we could not doI addressed his concerns and affirmed that we could do the things that he brought up in his sales call and we were happy to look at pushing content into his application and getting him goingHe said he still wanted to cancel and get a refundI told him that he would not be able to get a refund and there was an early termination fee that would be associatedHe said he would talk to his uncle who was a lawyer and pursuit legal action.The cutstomer was in an annual contractThe needs he brought forth on the sales call can be accomplished and we offered to do the workOur billing policy does not allow for refunds in these situationsThe customer has also mentioned he was going to pursue legal action so standard communication was limited at that pointHowever, if the customer willing to drop the lawsuit, we are willing to make a partial refund of $in good will and in order to appease the customerThe customer would need to agree to this on this platform in before any refund will be processedThank you so much for mediating this matter.