J C Damar Developments Ltd

[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 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 understand that there are different ways to calculate uptime, but given that there has been 100% uptime for all of recorded history with many instances of outage indicates some sort of discrepancyTaking down references to specific events on the graph was not a helpful step, but taking down all uptime stats is acceptable as it doesn't leave any impressions
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.? The business requests additional information, which I furnished to you.? Did you send them the detailed information?
Regards,
*** ***

Dear Mr ***,? Thank you very much for the additional information.? I have reviewed the charge-back status internally and have now processed a refund for €You should receive that amount in your account in about 5-working days.? Should you need any further information, please do not hesitate to contact me.? Best regards,? *** *** *** ? ? ? |? ? Manager, User Services

Hi ***, ? My name is *** ***.? I'm reaching out to you on behalf of our Support Team at LogMeIn.? It was a pleasure speaking with you today.? As noted in reply to your review,? I believe we were able to reach a mutually satisfactory resolution.? I can confirm
that your subscription has now been cancelled and a prorated refund, from the date of your initial call, of $6.23USD has been issued.? The *** price increase reflects our continued investment in an industry leading Remote Access Product.? Our new price allows us to stay competitively priced, based on the features and security included with ***.? If you have any further questions or concerns, please feel free to reach out.? ? 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,
*** ***

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

Dear ***,? Thank you for reaching out to us about your experience with usWe're sorry to hear that join.me was not able to meet your collaboration needs, and we apologize that you weren't immediately credited.? I have asked one of my team to refund your account, and you should see this
reflected on your bank statement in 5-business days.? We appreciate your business, and hope to work with you again in the future.? Regards,? *** ***SrManager, CareLogMeIn

Hi ***, My name is *** ***, I’m a Manager on our User Services team here at LogMeIn.? I’m sorry that your recent experience with us surrounding your contract renewal was unsatisfactoryI’ve reviewed the details surrounding your account with us and, as an act of good faith, have
submitted a refund request to our finance department for the full amount of your renewal.? Please allow at least 7-business days for this to process? Additionally, while your account with us was already set to cancel upon the end of your contract, we will be sure to fully cancel the account upon completing your refundPlease let us know if you have any additional questions or concernsSincerely, *** ***

Hello Mr ***,? I am sorry to learn your subscription wasn't cancelled as expectedI was indeed able to find the email sent to you back in November It actually was an error in our side and I do apologize for the inconvenience.A charge back was processed in November for €343.50Your
account is set to not to charge you for any additional subscription for that product in future.? Again, I do apologize for the inconvenient and hope you are happy with this resolution.? Please feel free to contact us back with any other question you may have about your account.? Best regards,? *** *** *** ? ? ? |? ? Manager, User Services

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 detailsBefore doing too much research I spoke with ***, your account representative.? He
mentioned you two were in touch and working to rectify the situation.It sounds like you're in good hands as of this reply; please don't hesitate to reach back out if this is not the case.Sincerely,*** ***

Hello ***,My name is *** *** ***, and I am a Manager at our Customer Care DepartmentI have been assigned to review your case and assist you with a resolution.First, I would like to apologize for your experience, I will personally check into and better understand how we can avoid any
conflict in communication.As requested, I have marked your subscription for cancel and removed your billing information from your accountPlease accept this response as a confirmation of both stepsPlease let me know if I can assist you with anything else at this time.Best,-*** *** ***Manager, Customer Care

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.?
I have not received an email from ***? ***, but I will be available to discuss on 12/26/Monday.? ?
Regards,
*** ***
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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 # ***
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Regards,
*** ***
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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 # ***?
? Thank you for your response, but a copy of that message still has not been provided to me.? Also, I do not think email is a sufficient way to communicate a change in terms that results in a 12x increase in credit card charge? at one time in advance for the account.? This is not a good business practice and concerns me about doing business with this firm in the future
Regards,
*** ***
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Dear Mr***,Thank you for sharing your experience with usWhile it's never easy to hear when a customer (especially one who has been with us for years) is upset with our actions, we appreciate the opportunity to make things right.? Trust in a company you work with is important, and we'd
like to share with you a few things that will help you understand a few pieces of your experienceAs you mentioned, our prices have remained fairly flat through the past years, even as we invested in additional features and benefits our Central users were asking for? We finally raised our prices, and our customers all should have been informed of this increase both through email and with an in-product message.? When a customer makes a purchase of any LogMeIn product, they agree in the Terms and Conditions to several items that are pertinent here: ? First, you agree to auto-renewing your purchaseThis is done to ensure that our customer's don't lose critical access to their computers? We also note that many customer's banks use a service that automatically updates us with new card information to use in this processAgain, this is all done in the quest for seamless service for our customers.? That being said, it's never our intention to have a customer who is unhappy with either our products or how we assist them with their needsWe feel that you made a good faith attempt to speak with your sales representative, and we apologize that the communication was handled so poorly? We do appreciate your business, and would like to keep you as a customer? We'd like to propose that we honor your pricing from last year, and we would be happy to connect you with a different sales representative who can work with you to meet your business needs.? If this is acceptable, we will reach out to you shortly to revise and update your account to reflect the adjusted pricing.? Again, we appreciate your business, and we hope that you'll give us the opportunity to gain back your trust.Regards,? *** ***
**User Services ManagerLogMeIn? ? ? ? ?

Hello ***,I'm writing to confirm that you were able to reach a mutual resolution to your complaint today with ***, a member of the Care management team here at LogMeIn? A refund has been submitted to our finance team for processing? It looks like we were able to resolve your
issue, and let us know if there are any additional questions.Thanks,***?

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.? While I do appreciate the response and the refund of this years overcharge, it does not address the original problemYou stated that I purchased a second program from your company in I did not! I am a small business with one desk top computer, at no time would there have been a need for a bigger, better programI'm quite sure that if you review your records you can see that I have only used one computer for the entire time I have been with your companyI still firmly believe that the error was on the part of LogMeInI never purchased a second programIf I had, I assume you would have emails and other documentation showing that I did indeed make this purchaseIt just makes no sense for me to purchase a bigger program that I could use upward of or 5o different computersI do realize that this would have? been much easier if I had caught the overcharges soonerBut it doesn't excuse that you added it to my account and withdrew funds to pay for it when I DID NOT ORDER IT!? If money is stolen from a bank and it's not caught immediately is it then forgiven with no consequence? Or is the party that took the money still responsible even years later? I believe that I should be refunded the entire amount that I was charged for LogMeIn Central for 2013, 2014, and 2015, along with what your have already agreed to for 2016.Thank you, *** * ***
Regards,
*** ***
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Hello ***, My name is *** ***, I’m a manager on our User Services team here at LogMeIn.? I’ve reviewed your account with us and it looks like we’ve already refunded you in full on 4/15/16, and marked your account as expired.? Please allow for 7-business days for this to
process, and then let us know if you are not seeing these fundsI’m sorry you feel as if we’ve charged you behind your back.? Despite changing your billing information with us, a process exists that is performed by banks when there is a discrepancy between the charge being placed and the information they have on file.? Once the discrepancy is noticed, banks will use their networks to find the new/updated information so that it can process.? I can see how one would perceive this differently if the payment information was changed on purpose to prevent a charge from going through, however.? This process, coupled with our accounts auto-renewing so that there isn’t an interruption in service, is what you’ve experiencedI hope this helps explain what happened, and your current account status.? As always please let us know if you have any additional questions or concernsSincerely, *** ***

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,
***? ***