J C Damar Developments Ltd

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. 
Regards,
[redacted]

Hi [redacted],I think there is quite a disconnect here so we will be reaching out to you directly. We only have record of one phone call from you, and your account has in fact been cancelled. You are free to cancel at any time, and that was done upon your request. There is record of a call in 2013 for [redacted] to be cancelled, but no record of your request to cancel your account back then. When you recently requested a cancellation, it was in fact performed. I apologize if you are under the understanding that you still have this subscription, but you do not. Additionally, to apologize for the confusion, we did perform a refund for your most recent renewal. [redacted] will contact you to clear things up with you.thanks,[redacted]

Hello [redacted],We have reviewed your account and can confirm that a refund has been approved for the amount of $149.00. Please allow 5-7 business days for the credit to be reflected in your account.If you need further assistance, call us at [redacted] to explore additional options.  Alternately,...

we have online resources available, so feel free to utilize the links below.  Otherwise, a ticket close notification and short survey will be sent to you in a few days.Thank you, [redacted] | User Services Manager (EMEA) LogMeInwww.LogMeIn.com If you need further assistance, call us at ###-###-#### to explore additional options.  Alternately, we have online resources available, so feel free to utilize the links below.  Otherwise, a ticket close notification and short survey will be sent to you in a few days.Thank you, [redacted] | User Services Manager (EMEA) LogMeInwww.LogMeIn.com

Hello [redacted],My name is [redacted], I'm a Manager on our Customer Care team here at LogMeIn.  I've taken a look into your account with us, and unfortunately I wasn't able to find a request from you on March 25th.  I did however find a few emails you sent us on March 27th requesting...

cancellation, which I can confirm has been completed.  Your account is no longer active, and you should see no further charges from us.We're sorry to see you go, and hope that you'll keep us in mind should your needs change in the future.Sincerely,[redacted]

Hi [redacted],My name is [redacted], I'm a Manager of our User Services team and would like to take this opportunity to directly address your concern.  Doing right by our customers is important to us, and I'm sorry your recent experience might have you feeling otherwise.I took a look into your...

account with us and was able to confirm that you did not have any recent usage.  While we did reach out to each of our customers who would be seeing a price increase prior to their renewals, I'm happy to make an exception as an act of good faith.  I'm issuing a full refund for your recent renewal charge - please allow 7-10 business days for this to appear on your statement.As always, please let us know if you have any other questions or concerns.Sincerely,[redacted]

Hello [redacted],My name is [redacted], and I am the Manager at LogMeIn assigned to review your case.I would like to first apologize for your experience with LogMeIn, I will make sure to review your calls and use that opportunity to improve our customer's experience.Also, I have further looked...

into your case, and with the provided information, I have not able to completely verify your purchase, I have found an account that closely match your description, but I want to confirm some details to make sure that I have the right account before moving forward with any cancellations.Could you please confirm the following:- 2016 renewal date? I know the charge was for $149- Last 4 digits of your credit card- Could your billing address be different from [redacted] , CO [redacted]?Once I have this information I should be able to further look into your account.Regards,-[redacted]LogMeIn, Customer Care Manager

Hi [redacted],Thank you for reaching out about your recent experience with us. It's never easy to hear when we make our customer's unhappy, but we appreciate that you've given us the opportunity to correct the issue. First, let me start by saying that we will be crediting your account for the $124 in...

question. This will be done today, and you should see it back in your account in 5-7 business days, depending on your bank. You are correct in that we do auto-renew our customer's subscriptions each year. This is done to ensure that they have seamless access to their important information through our products. We do ask that customers contact us when they no longer have a need for the product, as we often times find that it can be a case of not knowing about product features or different products that could help them meet their needs. We appreciate that you've been a loyal LogMeIn customer, and we hope that you'll consider us again if your needs change. Regards,[redacted]Sr. Customer Care Manager

No where is it apparent when you "sign in" to the "service" that your subscription has been renewed.  Inasmuch as I have found a new service that actually does a better job than LogMeIn - for free - I'll put this down to experience.  But rest assured, this law firm comes in contact with a lot of other law firms and businesses that use remote log in services and I will be sure to tell everyone I know what a bad experience I've had with this company and it's deceptive sales practices and poor customer service.  Judging by the other posts of read on here and other places, I'm not the only one.  I only with I'd seen these notices first.
Regards,
[redacted]

Hi Revdex.com -- I'd like to have my response below stored in the file. I believe LogMeIn has an unethical business practice in not sending out a notification or receipt when they charge a credit card as part of the autorenewal process. Thanks,-- [redacted]  *  [redacted]  *  [redacted]
[redacted]  *  [redacted]---------- Forwarded message ----------From: [redacted] Date: 14 August 2015 at 10:26Subject: Re: Ticket: 04234475 - LogMeIn InquiryTo: LogMeIn Support , [redacted] Cc: [redacted] , [redacted]: Please let me know when the USD$948.25 refund comes through on our 7717 card.[redacted]: Thanks for following up with a partial refund but I think there was a misunderstanding. There is still another $798.50 owing that I believe was unethically charged to our account (See my original June 26 and June 29 emails below, detailing the total of $1746.75 charged without notification). Let me know when that amount is credited or if LogMeIn changes its policy on autorenewal without notification so that I can follow up with the case at the Revdex.com and various public blogs that are commenting on your business practice.I understand that autorenewals without notification are part of your company policy but I believe that is an unethical business practice -- No other company we deal with does that. I understand the practice is illegal in Canada -- I'm following up on that. I understand that there is a US class action suit pending against LogMeIn and I am hopeful that there will be a Canadian suit we can join. I encourage you to change the practice of autorenewal without notifiying customers that you are charging their credit card. LogMeIn has had a great history in the IT professional world but your autorenewal policy is shifting a lot of us away from your services. Ethics are as important as service.Best,-- [redacted]  *  [redacted]  *  [redacted]
[redacted]  *  [redacted] 
Regards,
[redacted]

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. I have contacted the company before and they failed to take appropriate action to correct the process.  Canceling my subscription and refunding my funds does not address the company providing the customer the ability to cancel the subscription through the website.  They also do not have appropriate messaging to address this as a warning.  Finally, they do not answer their support number as my credit card company and myself have attempted to communicate these issues and work with them and they fail to answer the 1-800 number.  They may continue to call and resolve my account complaint, but this is only part of the reason I filed a complaint.  They must address these issues for all consumer or more customers will be mislead by what is common support for software services.
Regards,
[redacted]

I’m sorry that you were intending to cancel your service with us, yet learned down the road that you had actually been charged.  To quickly address your concerns about your card’s expiration - as you mentioned, our first attempt to pull payment on your expired card failed.  Most banking...

institutions utilize a service that, when they see an attempted payment against an expired card, will use their network to find the updated card information.  While I appreciate your concern had we been accepting expired card information, this is not the case – the bank sees this failed attempt, and then tries to complete the payment with the original card owner’s updated, valid payment method.  I apologize for the inconvenience this has caused. I’ve issued a refund to your card ending [redacted] in the requested amount of $224.25 - please allow 5-7 business days for this refund to fully process. Please let us know if you have any other questions or concerns. Sincerely, [redacted]

Hello [redacted],Per our discussion on the phone yesterday, we've reached a mutual agreement and have processed a 10 month pro-rated refund for the remaining time left on your join.me subscription.  Please allow 5-7 business days for the credit to be reflected in your account.  Thanks,[redacted]

Dear [redacted],Thank you for reaching out to us to share your experience. It'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 $93.50. 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 us. Should your needs ever change, we hope that you'll consider us again for your training needs. Regards,[redacted]Senior Manager of Care, 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 #[redacted]. 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 [redacted]. Thank you for refunding my fee as asked. What a shame, your service is otherwise quite good; however you have *priced* it out of my needs. [redacted] 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 future. Rest assured that this complaint will be re-opened if any of the above occurs. Note: 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. [redacted] I request written confirmation that my credit card info has been expunged from your possession.  [redacted] 
Regards,
[redacted]

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].
 
Regards,
[redacted]

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. 
Regards,
[redacted]

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. 
Regards,
[redacted]

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. 
Regards,
[redacted]

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. 
Regards,
[redacted]

Dear Mr. [redacted],   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 years. Over 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 subscription. The 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, and your account has been cancelled effective immediately. Again, thank you for your time and for using LogMeIn.   [redacted] Technical Support Manager LogMeIn