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

Revdex.com:
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,
[redacted]

[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]

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]

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.

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'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

Michael U[redacted] worked with [redacted] on this issue. [redacted] (Customer) cancelled their account with Infusionsoft on or around July 5th, 2016, said request was granted. On July 8th, 2016 the Customer requested to have his account with Infusionsoft fully restored, said request...

was granted. On or around August 12th, 2016 the Customer requested to have his account cancelled for a second time, said request was granted. At 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.

I have spoken to the Sales Rep and Manager involved, and have listened to the phone communications with the customer on this complaint. While 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 things. We do not offer contracts. We offer a subscription service that customers pay for monthly access to. You can cancel the subscription at any time, before your next billing cycle. There is also an upfront fee that covers coaching services that we provide to ensure that our customers get started properly. Considering 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 us. The customer should see those funds post to their account within the next 3-5 business days.Please let me know if you have any further questions.[redacted]Sr. Manager, Customer Care

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.

This dispute was handled internally and the customer is still an active customer. There was some confusion around the customer charging back one of her bills which resulted in her account being closed. She was not aware that was our policy. This was rectified, the chargeback was settled and...

rescinded and her account was restored.

[redacted] was credited 2 months ($518) while she was on the books, meaning we covered her bill for delays, and that was satisfactory to her at the time. Since then, on 2/17 at the closing of her account, we have refunded her an additional $518 back to her card on file. She has not been billed...

since her request to cancel, 2/17. This was the final agreement with her and the funds have already gone back to her.

The balance of $139 is being cleared.

As of two days ago, the customer and I have spoken, and have come to a resolution.I am sure that she will respond that the matter can now be closed. Thank you, Jeremy B[redacted]Director, Customer Success

I do not agree with your statement that the balance for the period of September 26th through October 25th is valid and due.I asked to cancel our subscription in August and was told an account manager would reach out to me leading to the discussion and emails from [redacted] that Ipreviously shared. In our conversation [redacted] said not to worry for two months and at the end they would process my cancellation and it would be no problem ifwhatever happened in 2 months did not result in any benefit to us.  He never stated after the 2 months I would go back to regular billing.  I called Infusionsoft AGAIN to request to cancel prior to those two months of "grace/trial period".  Then the first week of October I spoke to Infusionsoft again and requested once again that the subscription be cancelled.Once again I was told a notation to the file would be done and that an Account Manager would call me to process my request. After waiting for 2 weeks for a call oran email conforming my 2md cancellation request and nobody comtacting me then I requested FOR A THIRD TIME IN ­WRITING because all.my.prevkous verbalrequests were ignored) ON 10/12TH that my subscription be cancelled (see attached).How many times does it takes for you to cancel my subscription?Why am being charged for a month in advance once I had repeatedly expressed that I was no longer interested in the subscription.We paid well over six thousand dollars with zero return and we requested on multiple occassions to cancel the subscription.  Your practice of having an Account Manager or whatever you call them unfairly extended a subscription unbeknownst to me and against my authorization Youshould have instead be processing cancellations immediately as requested Back in August and again on the first week of October! I will not be penalized for yourunfair and sneaky billing and cancellation practices.

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.

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

Upon review of the account charges, I found that there was a system issue that caused the $250 to bill in error, and so have authorized that it be refunded. Customer should see that post to their account within 7-10 business days. Best,Jeremy B[redacted] Customer Success

We understand how frustrating this type of situation can be.  We attempted to work with [redacted] to see how she might be able to use the software in her business.  The claim that she asked for a quote and we signed her up isn't accurate.  During the phone call, she was told she was...

signing up and gave her credit card for that purpose .  We have no record of an attempt to cancel the same day.  We attempted to reach out and get her scheduled for coaching for almost 3 weeks.  During that time she logged in and imported contacts.  As we informed her at the conclusion of the cancellation process, we pulled the recording of the call and she is incorrect in her claims.  She is welcome to refer to the terms and conditions if she have further questions.

Infusionsoft is a highly customizable software. I 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 done. Infusionsoft 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 coding. The reach outs documented by the customer are standard call-ins to our 24 hour free support. . As stated previously, after the customer requested to cancel they were not billed again. If 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.