J C Damar Developments Ltd

Hello ***,I have reviewed your case *** and can confirm that the form was accepted yesterdayThe requested change was implemented and the account *** is now the active account. Please remember you will need to change your account password, follow the steps
below in order to do it: Go to LogMeIn.comSelect Log InSelect Forgot your Password? Enter your account email address & Submit Thank you,*** | User Services Manager (EMEA) LogMeInwww.LogMeIn.com

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 were interested in trying and subscribing to our productOur subscription models
include an auto-renewing feature to ensure businesses do not lose access to their Rescue product between billing cyclesWe understand this is not your preferred billing method, and would be more than happy to honor your request to cancel the auto-renewal subscription and take care of any additional charges you accrued as a result of the auto-renewing subscription.A member of our support team will be contacting you shortly to iron out the detailsPlease feel free to contact us anytime at ###-###-#### for additional help.*** ***Technical Support ManagerLogMeIn

***,I apologize that the change to your billing came as a surprise. We send an email all of our customers to inform them of the change and the email to your *** address went out on September 27, 2018. I'm glad we were able to complete your request and
thank you for being a valued LogMeIn customer. Sincerely,*** ***

Hi *** - thank you for the quick response to my issueI am happy with the resolution and the refund and appreciate you refunding the full amountYou have restored some of my faith in LogMeIn, I am only sorry it took action through the Revdex.com to get this resolved

Hi ***,I understand that you were able to reach an agreement with one of our sales managers to downgrade your account from *** *** ** to *** *** **, crediting you back the difference of the two subscriptions I can see that everything has been processed accordingly.Please feel
free to reach back out if there are any questions that you have.Thanks,***

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 received confirmation today from my bank that LogMeIn has refunded in full to my credit card the amount charged. This was my desired outcome. You may close this case
Regards,
*** ***

Dear Mr***,Thank you for reaching out to us regarding the error on your *** accountWhile it's never easy to hear where we have gone wrong, we appreciate the opportunity to resolve your issue. In researching your account with our Revenue Operations Manager, we did find you
to be correct - we issued you a memo, but the funds had not been released back to your bankWe have initiated that process, and you should see those in your account either later today or tomorrow. We apologize for the string of events that have unfolded, and appreciate your patience as we work to resolve this. Regards, *** ***SrPartner Manager, Customer Engagement and Support

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,
*** ***

Dear ***,Thank you for reaching out to usWhile it's never easy to hear when a customer is unhappy with our service, we do appreciate the opportunity to understand what has happened and work to find a satisfactory resolution for you. As you know from being a customer for a number of years,
LogMeIn has an auto-renewal policy that ensures our customers have seamless access to their computersWe bill in advance for our service, and ask that customers contact us prior to their renewal if they would like to cancel. While we do see that we spoke with you on several occasions prior to your renewal date, we found that we did not receive a return call from you to finalize the sale on the new product you were interested inOur records indicate that you contacted us 12/at 10:am to downgrade, and your sales rep returned the call at pm the same dayYou were not available, and he left a message with your receptionist to contact him back Upon no further communication from you prior to the renewal date, the subscription renewed. That being said, we do understand that there are complexities to every situation, and we would have been happy to assist you further hereHowever, as you have reached out directly to your credit card company to dispute the charge, we will not be able to take further action until that is resolved. Regards,*** ***Senior User Services Manager, LogMeIn

Hi ***,My name is *** ***, I'm a manager on our support team here at LogMeIn. I've reviewed your recent interaction with our team, along with the details surrounding your subscription with us.If your primary reason to cancel pertained to the connectivity issues you mentioned, I'd ask
that you give us a chance to help you solve them - however, it sounds like you've found another solution and simply do not have a need at this time.I understand that sometimes life happens and it sounds like you may not have been able to receive the notification we sent days prior to your renewal. As an act of good faith, I'm going to cancel your account immediately and refund you the total amount. Please allow 7-business days for this to appear on your statement.Please let us know if you have any additional questions or concerns.Sincerely,*** ***

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,
*** ***

Hi *** - thank you for the quick response to my issueI am happy with the resolution and the refund and appreciate you refunding the full amountYou have restored some of my faith in LogMeIn, I am only sorry it took action through the Revdex.com to get this resolved

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 hope to receive the refund as promisedI understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Hi Mr***,Thank you for confirming your account informationWe did not see a call logged, and wanted to ensure we were working with the correct accountWe would be happy to adjust your subscription to meet your current needsWe will make the changes today, and you should see a credit back to your account in 5-business days.Please accept our apologies for the trouble you have gone through, and know that we value you as a customer. Regards, *** ***
SrUser Services ManagerLogMeIn

Hello ***,As we have discussed through email and on the phone, we have issued a refund for the charge that occurred on in the amount of $Please reach out to me directly if you have any questions on your subscriptions going forward.Sincerely,*** ***

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. I would like to suggest "logMeIn" to review their business practice to allow all customers to request cancellation and a prorated refund instead of the obligation for an annual serviceIt would attract more people and allow all clients flexibility of coming and goind as their need arises
Regards,
*** ***

Hello ***,Thank you for sharing the recent experience you had with a third party using our LogMeIn Rescue product We encourage anyone who believes that someone is using LogMeIn software maliciously to report it, as we investigate each claim filed We take abuse of our software very
seriously and would appreciate collecting more information from you in efforts to identify who was attempting to initiate that Rescue session.Please send us details about your experience at https://*** or call us at *** so that we can learn more about your experience and gather any information you may have retained from this third partyOur goal is to identify the third party using LogMeIn Rescue, and to quickly cease any misuse of our product
*** ***Technical Support ManagerLogMeIn

Dear Mr***,Thank you for your response. While it’s never easy to hear critical feedback, we appreciate the opportunity to work together and make our customer experience better.To address the concerns, subscription terms are publicly available in LogMeIn’s Terms and Conditions, and clearly outlined in Section 3, Term and TerminationAuto-renewal is preferred by many LogMeIn customers to ensure their businesses have seamless access to our products between billing cycles, as most customers use our products to support their own clients or internal personnelHowever, we understand this model is not everyone’s preference, so we are available to assist and rectify subscription models upon request.LogMeIn Support contact information, including our offices’ hours of operations, can be found on our support site http://help.logmein.com/ on the left side of the pageWe do have records of you contacting our support team in December, and are happy to follwith you directly regarding your initial interaction with our support team and the concerns you’ve outlined on this forum. We look forward to speaking with you directly, rectifying your account’s undesired auto-renewal, and making sure your feedback is communicated internally to ensure that your perspective on our subscription models is heard.Again, thank you for your time and for using LogMeIn
*** ***Technical Support ManagerLogMeIn

Hi ***,I think there is quite a disconnect here so we will be reaching out to you directlyWe only have record of one phone call from you, and your account has in fact been cancelledYou are free to cancel at any time, and that was done upon your requestThere is record of a call in for *** to be cancelled, but no record of your request to cancel your account back thenWhen you recently requested a cancellation, it was in fact performedI apologize if you are under the understanding that you still have this subscription, but you do notAdditionally, to apologize for the confusion, we did perform a refund for your most recent renewal*** will contact you to clear things up with you.thanks,***