J C Damar Developments Ltd

Dear Mr***, Thank you for taking the time to reach out to us regarding our Rescue product and your account with us. Regarding your subscription, first let me start by saying we appreciate that you’ve been a customer of ours for a number of yearsOver these years, you’ve
experienced first-hand the additional features we’ve added and the additional value this brings to you as you serve your customers In reviewing your account, we do see that your subscription is an Annual Monthly subscriptionThe contract terms are for one year, and the price of the subscription is billed to you monthly for that full year contract We have honored your request to end your subscription with LogMeIn, have granted a prorated refund for the remainder of your subscription, and have accommodated the monthly price increase for months during which your technicians used the serviceYou may expect to see these refunds processed within 5-business daysAgain, thank you for your time and for using LogMeIn *** *** Technical Support Manager LogMeIn

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
[I made a mistake in the amount involved, which was $instead of $But this does not negate the fact that the amount is significantly higher than the amount when the contract was signedIn addition, there was no where in the contract that warned consumer of a potential 8-times actual rate increaseThe contract I made was based on $and $per year with regular rate within reasonable range of the introductory rate, not times the introductory rateIf a rate of such big difference is put in place, it will only be fair to consumers that a new contract be signed where the consumers are fully informed]
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
My complaint was not resolved and no one still has not discussed the contract with me and I was not given the opportunity to make changes before renewing my contract.Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***]They mention that they have proof that I opened their email about renewing there serviceI would like to see this as I did not receive or open said email. They are trying to take advantage of me by raising the cost by almost %I used there service to look in on my home computer while on vacation to look at my dogs, and once a month my daughter logs on to balance my checking accountIf I opened a email telling me this service was going to raise the price from approximately $dollars to $a year I would have cancelled If this can't be resolved I guess my next step is to contact *** *** Florida attorney generals office about senior abuse I will be in November and they are taking advantage of me.
Regards,
*** ***

LogMeIn talks only about the points that make them look good and has never addressed my significant concern, that LogMeIn DOES NOT SEND OUT ANY NOTIFICATION WHEN CHARGING A CREDIT CARDAutorenewal is fine but autorenewal without giving the customer a chance to confirm is an unethical business practice.Regards,
*** ***

Dear Mr***,Thank you for sharing your experiences with usWhile it's never easy to hear when our customers are unhappy with us, we do appreciate the opportunity to respond, educate, and do what's right for our customers. Before a customer makes a purchase with LogMeIn, they agree to our
terms and conditionsIn these, we note that we auto-renew all subscriptions to ensure that their service is seamlessWe also note that we do not send out invoices, but that their billing information (including renewal date) is available each time they log in to their accountsWe do ask that all cancellations are made by contacting us via phone, and that as well is in our terms and conditions. As mentioned, we do not have a record of your account being cancelled in We do, however, have record of a conversation with you on 6/26/2013, in which you asked questions about using a *** * phone to connect to your host machineWe also received a survey response back, noting that the interaction raised your satisfactionAdditionally, we do see use of the account this year by *** and *** (separate accesses), both of which are users under your master account holder profile This being said, we would be happy to cancel your account immediately and refund the renewal cost of $While we understand this is not what you were looking for from us, we feel we are acting in good faith and in line with our terms of useIf there are additional details that you'd like us to consider, we'd be happy to further discuss this with you. Regards, *** ***SrUser Services Manager, LogMeIn

Dear Mr***,Thank you for bringing this matter to our attentionIn reviewing your account (see attached), we do not see where you were charged $for your Pro for Individuals subscriptionYes, our prices have increased over the years, but initially you purchased at an introductory rate of $49,
and your latest subscription price was $(which now includes seats of Pro)We notify customers in our terms and conditions that prices are subject to change, and I'm sure you can appreciate that we have added value to the product by adding and enhancing features over the years. Regarding ***, we suggest that you contact them if you still feel that you were charged incorrectlyThe other consideration would be if you have more than one LogMeIn accountWe would be happy to review that one if you provide us with the email address usednWe also notify all our customers prior to purchase that we require advance notice for cancellationThat being said, we understand that sometimes things slip through the cracks, and that situations arise where our customers can't reach out to us prior to renewalWe look at each case, and try to balance the needs of the customer with our standard business practices In your case, since you reached out to us nearly months after the renewal and have used the product in that time, we can only ensure that you are not renewed for next year. Again, thank you for allowing us to better explain this to you, and thank you for being a LogMeIn customer. Regards, *** ***SrCare Manager

Hey ***, My name is *** *** *** and I am a Manager at the User Services Department at LogMeInI was assigned to review your account. After further investigation, looks like you have contacted your credit card company and a chargeback has been processed, so at this time there is no
further action I can take for the actual refund. Please let me know if you still have any questions, I would be happy to schedule a phone call and explain anything. Best,-*

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
I DID not indicate that my complaint was satisfactorily resolved! They offered me a $refund on my $subscription (pro-rated despite the guarantee of satisfaction that was originally part of my agreement with them) and I said I didn't care whether or not they sent that small amount, as I would not be "bought off" in my complant. I told the person who called me that it was not a satisfactory resolution. The company has given a sham reason for their unreasonable high fee renewal rate, a rate increase from $to over $600, and although they claim I was notified in advance, I, along with many others who have complained, did NOT receive an advance notice. Their shoddy business practice is obviously based on a model that hopes that people who have automatic charges will not notice the change
Regards,
*** ***

Dear ***, Thank you for reaching out to usIn reviewing your account, I do see that it was deleted on August 10th, This was the day after your initial inquiry to us. Please let us know if you need any further assistance - we'd be happy to help. Regards, ***
***Senior Care ManagerLogMeIn

Dear ***,Thank you for taking the time to reach out to us to share your concernsWe appreciate the opportunity to assist with a resolution and to educate our customers. First, rest assured that we will be refunding your recent renewal chargeWe will be processing this today, and it
will show up in your account in 5-business days. To help you better understand our actions, when any customer purchases a subscription, they agree prior to purchase to have their subscription auto-renewThis is to ensure that our customers always have access to their computersWe ask that our customer's notify us when they no longer need our productsIn terms of your new card being charged, most banks partner with a 3rd party service to inform merchants when a card has been changedLastly, all customers were notified via email of our recent price change. Thank you for using LogMeIn, and we hope that if your needs change, that you'll consider using us again.Regards, *** ***SrUser Services Manager, LogMeIn

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolvedHowever, I will also add that if the refund does not arrive in my credit card account within the days mentioned in their response, I will be opening another complaint
Regards,
*** ***

Hi Mr***,My name is *** ***, I'm a Manager here at LogMeIn on our Customer Support teamI've taken a look through your recent interactions with us. From what I can gather it looks like you mentioned evaluating alternatives prior to your renewal, but I'm not able to confirm you
ever asking us to cancel your account.That being said, your intent is clear in that you no longer wish to continue service with us. As an act of good faith I'm issuing a full refund to your account. Please allow 7-business days for this to appear on your statement.Sincerely,*** ***

Dear Mr. ***,Thank you for reaching out to us about your accountIt's never easy for us to hear when we've impacted our customers, but we appreciate the opportunity to make corrections when needed. In reviewing your account history, we agree with your assessment, and we'd like to
work with you to make the appropriate adjustmentsWe understand that you would accept years worth of Pro for Individuals, and we will initiate this immediately. In terms of our practice around auto-renewing our customers, this is a common practice in many industries, and helps us to ensure that our customers have access to their computers and files without interruption. We understand that some of our customers may be concerned about the increase in the cost of our product The list subscription package list prices for LogMeIn Pro and Central have been modified over the years to reflect our continued investment in our industry-leading remote access product(Pro is rated as thes #remote access tool on the market)Like many other ***-based companies in the industry, each year products are reviewed to make sure we are in line with the market from both a feature and pricing standpoint, and we believe this pricing accurately meets the market demand for anytime, anywhere access to your work or home. Thank you for bringing this to our attention, and thank you for being a loyal customer. Regards,*** ***Senior User Services ManagerLogMeIn

Hello ***,I'm sorry to hear that join.me will not currently work as a solution for you During the trial, you have the ability to test all features of join.me pro, as well as have access to our live phone support team to answer any questions that you have prior to purchasingWith that
being said, I do understand that what you purchased was not what was expected, and as a result I have refunded your purchase in full Please allow for 5-business days to see this reflected on your bank statement and don't hesitate to reach out if you have any additional questions.Thanks,***

Revdex.com:
I have reviewed the
response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved. and thank you so much for this forum, I believe it's what motivated the company to satisfy my issueas they contacted me with a resolution after I filed the complaint
Regards,
*** ***

Hello Mr***,My name is *** ***, I manage a group on our support team here at LogMeIn. I've spent some time reviewing your recent interaction with us, along with your account details.My understanding is that you reached out to us a couple months after your renewal last year
looking to cancel your subscription and receive a refund. The representative you spoke with informed you that he'd mark the account to cancel at the end of the term (which I can confirm was processed), but that it was too late for a refund.I understand life can get busy and sometimes we miss things - as an act of good faith I'm going to prorate a refund from the time you reached out, and cancel the account immediately. Please allow 7-business days for this to appear on your statement.I hope you'll find this resolution satisfactory, and that you'll keep us in mind should your future needs change.Sincerely,*** ***