Infusionsoft

Below are the notes of the representative that worked with the customer. I 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, 2016 10:53 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 forward. As well as reduced your rate. You 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 direction. However 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 handled. We have wiped past balances and have extended  close to $1500 in help. That 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 understand. You have to do what you feel is best for your business.The amount of $209.45 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[redacted]

I would like to thank the customer for her feedback. Ethan S[redacted] was acting within our policy that requires a customer to cancel 10 days before their bill date to avoid the charge. In [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 10 days prior to billing. We wish [redacted] well and hope she is satisfied. We are always trying to balance our policies and making customers happy.

Dear Revdex.com,I wrote a complaint regarding the case number #[redacted], as referenced above, regarding the company Infusionsoft. The company advertised a 60 money back guarantee and when I exercised the guarantee it did not revere the charges with [redacted] Bank. After you wrote to them the company agreed to the refund and would work with [redacted] for the reversal. To my dismay they stall have not refunded the money. I have talked to [redacted] several times and they have been unable to reach anyone at the company. I have also tried to call, write and email several times and have not received a response.Will you please tell me what my options are and whether or not I need to file another complaint?Thank you for your time and attention to this issue.-- Sincerely,[redacted]
"Faith is taking the first step even when you don't see the whole staircase."Martin Luther King, Jr.Demitrus T. Evans J.D., LLMManaging AttorneyTEIL Firms, LLC"Where Excellence Matters!"10330 W. Roosevelt Road, #204Westchester, Illinois, 60154-USAMain: (708) 531-1740Fax: (708) 531-1741Skype: Devanslaw

We have reached out to Anuj, and are confident that we will be able to address his concerns, and get him back on track. As his complaint doesn't specify anything other than that he wants us to reach out and take care of him, please let me know if you require anything further from me.Best,[redacted]...

[redacted]Sr. Manager, Customer Success

The information supplied by Infusionsoft in response to this complaint is incorrect:1. On 2 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 attached.2. Infusionsoft 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:* 8 June* 15 June* 17 June* 17 August* 26 August* 6 September* 15 Septemer* 20 SeptemberRevdex.com's system will only allow me to attach four emails however I have copies of all on file.  3. 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.

I have spoken with Brian A[redacted], who was the assigned coach, and Wilson S[redacted] who was assigned to handle the cancel request. Upon speaking with Brian, he stated that they did have a scoping call and then set up a second call. The customer did not show up for the second call or make arrangements...

to reschedule. The customer then called into support at a later date and asked to connect with Brian. Brian stated he called the customer back the same day and had a phone call with the customer. He said another call was not scheduled, but that the customer would get back to him with a time that worked. That did not happen he said, and they never connected after that. I spoke with Wilson S[redacted], and he explained that the customer requested to cancel, but did not say anything about coaching not happening. When he told the customer she was under contract, that is when the customer began making a claim that she never received coaching. Wilson offered to the customer, that although the coaching had expired, he would restart her coaching at no extra cost. The customer declined this offer and said she already had some other software in mind. Wilson again advised her of the contract she was under. The 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 refund. However, I will end the contract and not charge out the earlier termination fee.

This customer has subscribed to our software service since 2013, receiving enough value to have even purchase a second application. Current 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 unethical. And while many of the statements and timeline references in the complaint are not exactly accurate, the one point that the customer really cares about is. We absolutely broke our own policy which states that we do not bill any customer after they have requested to cancel. Therefore, I have refunded the payments in question. The customer should see that post to their account in the next 5-7 business days. I have also personally confirmed that both applications have been canceled.Please let me know if you have any other questions.[redacted]Sr. Manager, Customer Care

[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]

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

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 bank. My 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 Infusionsoft. I 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 matter. I have my refund finally and it wouldn't have happened without your help.

Better Business...

Bureau:
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.
How does the reply from Infusionsoft address my complaint? Software does not meet our needs; this was evident after we started using it (no demo was allowed pre-purchase) Software has bugs that prevent efficient use Software is complicated and clunky The only reason that I paid the bill was to protect my credit rating. Will Infusionsoft refund our money, for reasons stated above? Sincerely, [redacted]
Regards,
Brad Bartlett

After reviewing the customers complaints, I have authorized the open balance of $358 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[redacted]  Director, Customer Success

Although we do not bill based on usage, but on availability of services, and ease of use is subjective based on who is using it we will make a refund in the desired amount $349 to part amicably with the client.

I was made aware of this unique situation late last week, and have confirmed that a refund has been authorized and processed for this customer. Unless the customer feels otherwise, it is my understanding that this is resolved.Best, [redacted]Sr. Manager, Customer Success

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.

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 $963.00 additional charges that they put on my credit card on 7/12/16.
 
Very shocked at they way they do business.

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 bank. My 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 Infusionsoft. I 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 matter. I have my refund finally and it wouldn't have happened without your help.

The current situation with this customer has been resolved. We issued a full credit for all invoices, and a full refund for charges on card. I sent the following email to the customer with the credit and refund information, and short summary of resolution. Customer stated that if we resolved this...

off line, he would mark it resolved with the Revdex.com.Email sent:[redacted],Sorry again for not getting back to you sooner. I have gotten the credits and refunds taken care of, it should take 3-5 business days to hit your account, but the refund has been sent.Credit # [redacted] for $1,227.96 (Total amount invoiced to you)Refund# [redacted] for $1,227.89 (Total amount charged to your card, and now refunded)Thank youAfter reading through everything, and looking into the notes in our system, we were not accurate with the answers we gave you regarding your needs and what we could do for you. I am sorry for the experience you have had, and hopefully with the full refund we can put this behind us.All the best wishes for  you and your company, we hope for you your success. If you could let the Revdex.com know that this has been resolved, that would be great to close the loop. Thanks again,

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

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