J C Damar Developments Ltd

Dear Mr***,Thank you for reaching out to share your recent experience with LogMeIn? It's never easy for us to hear when our customer's are unhappy, but we do appreciate the opportunity to make things right and to help customers understand more about our decisions.? When a customer
agrees to purchase a LogMeIn subscription, they are asked to agree to our terms and conditionsIn those, it is clearly stated that we auto-renew our product to ensure that our customers have seamless access to their computersWe also state that we have a no-refund policy once the renewal date has passed, and that customers must contact us prior to the renewal.? If a customer tells us that they have called us previously, but we show no record of the call and there is no usage on the account, we will honor their request? In your case, where there is no record of the call, but there is usage (times since the day you wanted to cancel), we will honor a pro-rated refund? We do appreciate your business, and would like to keep you as a customer? If you'd prefer to keep your subscription at last year's price (understanding that it will revert back to our current list price next year), we are happy to assist youIf you'd prefer to completely cancel your subscription, we'd be happy to offer you a pro-rated refundPlease contact us at your earliest convenience and reference case #***There will be notes in the account with this offer, and we'll be able to take care of you immediately.? Regards,*** ***, SrManager of User Services, 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 resolved.? ? Logmein: Of course, you could have done so when I called to cancel, or when I challenged the charge with ***Thank you for refunding my fee as askedWhat a shame, your service is otherwise quite good; however you have *priced* it out of my needs*** Please REMOVE any credit card info forthwith from what remains of my account, and take all necessary steps to assure that I will *not* be renewed or otherwise charged for your service at anytime in the futureRest assured that this complaint will be re-opened if any of the above occursNote: Prior to your response I filed a complaint with the Massachusetts Attorney General's office, so you should be hearing from them as well; as stated above, you could have done so when I called*** I request written confirmation that my credit card info has been expunged from your possession.? ***?
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.? ? Company has agreed to refund the charges? Issue is closed and resolved to my satisfaction? Thank you
Regards,
*** ***

Dear Mr***,Thank you for taking the time to reach out to us about your recent experienceWhile all companies have policies that they follow, we also hope that we can understand when making an exception to a policy makes senseAfter reviewing your situation, we agree that a full credit is in
order.? We will be placing an additional $credit on your accountPlease allow 5-business days for your bank to show this in your account.Thank you for your business, and that you for the opportunity to make things right.? Regards,*** ***User Services ManagerLogMeIn

Dear Mr***,Thank you for reaching out regarding your recent interaction with LogMeInWhile it's never easy for us to hear when customer's are frustrated with us, we do appreciate the opportunity to provide answers and solutions.? When a customer agrees to purchase a subscription with
LogMeIn, they must agree to our Terms and ConditionsIn part, they state that we auto-renew all subscriptions to ensure seamless service for our customersCustomers are asked to contact us in advance of renewal if they would like to cancelAdditionally, we do notify all customers that they must keep valid billing information in their account, and that all customers must? authorize (by accepting the terms and conditions) LogMeIn to undertake steps to determine whether the card number provided is a valid card number? They also authorize LogMeIn to automatically update their credit card information using software designed for updating purposes.That all being said, we also understand that customer's circumstances change, and we do allow for cancellations on a first renewalWe will be putting through a credit for your full renewal cost, which you should see reflected in your account within the next 5-business days.? Thank you for your business, and should your needs change, we hope you'll consider LogMeIn again.Regards,*** ***
Senior Manager, User ServicesLogMeIn?

Hi ***,My name is *** ***, I’m a manager on our User Services Team here at LogMeIn.? While the information you were given is accurate in that we have a no-refund policy upon renewal, I was able to find a support interaction you had with us back in that was tied to another account
you previously had with us (which has since been cancelled).? The notes from the conversation indicate your intention to not renew, so I’m happy to offer a full refund for this most recent renewal? The account you're referencing, however, is in someone else's name? If you can have the person who's listed as the master account holder reach out to us and confirm the request to cancel, I've noted the account and we can begin processing your refund along with the cancellation.? 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,
*** ***

Hello,I'm writing to inform you that I was able to speak with ***, and we reached a mutually agreed upon resolution of providing a month pro-rated refund for the unused portion of the subscription.I have processed the refund in the amount of $199.90, which should be reflected within the account
in 5-business days.Please let me know if you need any additional information.Thanks,*** (Manager, Customer Care)

Hello ***,My name is *** ***, I'm a Manager on the Customer Support team here at LogMeIn? I'm sorry that you feel as though you've been deceived or lied to, and hope to offer some clarity to your concerns.Our subscriptions are set up to auto-renew, in part, to prevent any service
interruptions? From what I can tell you've been with us for a few years - when you initially signed up, you authorized us to charge your account when your renewal date occurs unless you reach out and ask to cancel.To reiterate the conversation you had with our team on Tuesday, it looks like you were using the service leading up to your renewal in JanuaryIn an attempt to substantiate your claim of cancelling prior to your renewal, I searched through our records and unfortunately came up emptyUnless you can provide us with anything at all showing you reached out to us to cancel, be it an email or any other documentation, unfortunately I'm not able to offer you a refund for the subscription? I apologize as I recognize this is not the outcome you were looking for.Sincerely,*** ***

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 *** 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 productWe can also work with you to schedule a call at your convenience.*** TrautTechnical Support ManagerLogMeIn

Dear ***,Thank you for reaching out to us to share your experienceIt's never easy for us to hear when we have done a disservice to our customers, but we appreciate that you've given us the opportunity to set things right.? After reviewing your case and notes, we have initiated a credit to
your account in the amount of $This represents not only covers your request, but also an additional months charge? We appreciate your business, and again apologize for the service you received from usShould your needs ever change, we hope that you'll consider us again for your training needs.? Regards,*** ***Senior Manager of Care, LogMeIn?

? 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 Mr. [redacted], I apologize for the inconvenience. I did want to give you a better understanding of what is happening with this issue.  The reason that you are receiving these calls is that the last 10 digits of our Argentine toll free number are the same as your business number. In order for...

this situation to happen the caller has to make two mistakes: Ignore the country name Remove the zero listed on the Argentinian number (Argentinian numbers are listed like this one [redacted])   While changing the number would alleviate the issue for your business, it would force many users to change their bridge number and it would transfer the problem to another North American toll free number holder.  We have evaluated other changes that can be made to our user interface to make it clearer and hopefully this will decrease the number of callers that make this mistake.  The changes will include making the US number the first in the list of available numbers and enlarging the flags that visually indicate the country the number represents.  We have added these changes to our engineering teams work list and will get them implemented as soon as possible.   Thank you for reaching out and we hope to alleviate the confusion soon, [redacted]

Dear Mr. [redacted],Thank you for sharing your experience with us. While it's never easy to hear when a customer (especially one who has been with us for 7 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 experience. As 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 purchase. This 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 process. Again, 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 needs. We 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, [redacted]
**. User Services ManagerLogMeIn

Hello [redacted],Attached is the sample of the email we sent regarding the move from monthly to annual billing.  We are working on other notification systems within the products, but do not currently have the ability to perform that type of notification.Regards,[redacted]Program Director

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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.While, the business has corrected the immediate problem, the whole experience has soured my view of the company and it's understanding of client needs. I will be hard pressed to recommend this company in the future.
Regards,
[redacted]

Dear Mr. [redacted], Attached please find a copy of transaction receipt, showing a refund of $3593.52 deposited into your account ending in [redacted] yesterday.  Please let me know if you have any further questions, and again, our sincerest apologies for this mistake.  Regards, [redacted]Sr. Partner Manager, Customer Engagement and Support

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 # [redacted].
 If you have an email address, why don't you send an automated email each month confirming auto-renew? That would be the most transparent way to do business.
Regards,
[redacted]

Dear Ali, Your account was deleted on 6/26/17, and a confirming email was sent to you.  Thank you for your business, and we look forward to working with you again if your needs change. Regards, [redacted]Sr. 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 # [redacted]. Please add your rejection comments below. Dear Sir, I appreciate your prompt response to stop the auto-renew and to delete my account information. Before I close this out I would like to know Logmein's plans to (a) allow subscribers to choose on line not to renew and (b) a means by which customers who call in or write in get a written confirmation. I ask for this because I see dozens of similar complaints against Logmein, despite the fact that you make a good product. What will you do to fix this part of the operation?
Regards,
[redacted]