Infusionsoft

Please have the customer provide me with their application name and I will credit out the remaining balanceI could not not find an account under the name or email provided

This dispute was handled internally and the customer is still an active customerThere was some confusion around the customer charging back one of her bills which resulted in her account being closedShe was not aware that was our policyThis was rectified, the chargeback was settled and
rescinded and her account was restored

After reviewing the customers complaints, I have authorized the open balance of $to be resolved in good faith, and no further attempt to collect will be necessary. Let me know if you require anything else from me. Jeremy B*** Director, Customer Success

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 faithHowever, 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. *** *** SrManager, Customer Care

This matter is now with the Customer Care TeamA Customer Care Manager will be connecting with the customer asap to resolve the matter

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.

The customer's account was canceled with the ability to restore once the dispute was resolved through usThis is how we suspend accounts that are in disputeCharging back a bill means that the charge was fraudulentTo prevent further claims of fraudulent charges all chargebacks result in a suspended account until cleared upBelow is our policy and a link to the policyI will recommend to our legal team that they take a second look at itHowever, customers have a chance to review our policy before they purchase Infusionsoft and at the point of sale and when they first login to their application.Billing DisputesEach Infusionsoft customer agrees to provide Infusionsoft days to attempt settlement of any billing dispute before disputing with any third-party credit/debit card company or bankShould Infusionsoft receive a chargeback from a third-party credit/debit card company or bank on the customer's behalf before Infusionsoft has been given a chance to resolve the issue, Infusionsoft has the right to charge the customer for its time spent in resolving such disputes and any associated fees incurred by Infusionsoft, in addition to the $chargeback fee mentioned aboveRegardless of the outcome of the chargeback, Infusionsoft retains the right to collect on any Services or fees that are dueInfusionsoft may submit any disputed amounts to a collection agencyOnce a chargeback has been received, Infusionsoft has the right to suspend the account until the matter is resolved. ***

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

Michael U*** worked with *** on this issue*** *** (Customer) cancelled their account with Infusionsoft on or around July 5th, 2016, said request was grantedOn July 8th, the Customer requested to have his account with Infusionsoft fully restored, said request
was grantedOn or around August 12th, the Customer requested to have his account cancelled for a second time, said request was grantedAt the time of second cancellation, the Customer requested a full refund of monies paid to Infusionsoft for the reason that he is not able to utilize the software, said request was denied with explanation of Infusionsoft End User agreement terms and conditions regarding billing policy and nonrefundable funds

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,
*** ***

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 meThank you for your helpI have contacted my banking institution to perform the action of canceling the chargeback If and when the reverse is completed and the refund completed I will consider this complaint resolved
Regards,
*** ***

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 $additional charges that they put on my credit card on 7/12/16. Very shocked at they way they do business

This is not trueI have call the customer service several times, and I have complained to Joe T who signed me up several times, he said that he will talk to his boss and call me back, he never didI called him several more times to follow up with him, he never called me back

Infusionsoft is a highly customizable softwareI understand the customer is stating that the software did not do what they required, which is a deeper conversation about what the customer is trying to accomplish which would lead to possible other ways to get the job doneInfusionsoft and it partners, including 3rd party solutions, add-ons and plug-ins may have been able to accomplish the customers needs with a little customization, integration and codingThe reach outs documented by the customer are standard call-ins to our hour free supportAs stated previously, after the customer requested to cancel they were not billed againIf they were billed after a formal request to cancel, then I am happy to refund what they were charged after their request to cancel their subscription. We are very sorry the customer did not find value in our services

** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
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 attempted to contact *** several times over the last week and he has refused to speak with us. On October 23rd *** 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. *** 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 changesOn November 12th our CCM emailed *** 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 billOn November 13th *** 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 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 *** 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.

I have reviewed this case and have closed out the customer's disputed amount owed as resolvedI have notified our A/R team, and no further attempts to collect will be made.Please let me know if you have any other questions. *** *** SrManager, Customer Success

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 bankMy 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 InfusionsoftI 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 matterI have my refund finally and it wouldn't have happened without your help

I cancelled customer hub at the same time as cancelling serviceThey can see it in their phone recordsThey only cancelled part of the software instead of the full programI explained this to multiple people multiple times.

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:* June* June* June* August* August* September* Septemer* 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