J C Damar Developments Ltd

Hi,I apologize that there may have been a miscommunication here, as the rep you spoke with has not denied your refundWhile it is not possible to purchase without agreeing to the terms, and an additional pop up is broken out at the time of purchase understanding that everyone does not read through the fine print, I understand it can be easy to run through this process quickly at the time of purchaseBecause of this, and despite our sales being nonrefundable, your request for a refund was in fact submitted to our finance team for approval due to the misunderstandingAs a result of this, our team has approved your refund and you will receive notification of that shortlyI apologize if you left your call with a different understanding other than the fact that it had been submitted for reviewI hope that this absolves your concerns, but please feel free to reach out with any additional questions.thanks and have a great new year! [redacted]

Revdex.com: I have reviewed the response submitted by the Log Me In and have decided that their response is acceptable in reference to complaint # [redacted] A credit has been issued to my credit card for the requested amountI understand that by choosing to accept their response that my complaint will be closed as resolved.Thank you, [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 am rejecting because I have not seen the promised credits against my credit card If LMI would like to contact me, the best number to reach me is [redacted] Monday-Thursday 9A CST to 5P CST 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 causedI’ve issued a refund to your card ending [redacted] in the requested amount of $- please allow 5-business days for this refund to fully processPlease let us know if you have any other questions or concernsSincerely, [redacted]

Dear Mr [redacted] ,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 customersBefore 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 conditionsAs 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 [redacted] 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 [redacted] and [redacted] (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 youRegards, [redacted] SrUser Services 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] We are continually told that the $is pending As of today it is not in our account The delays and all of the promises never happen I don't think your company realizes how much of a negative effect this has on a small business like ours It has cost us over $to mitigate this sloppy error by your salesperson It continues to cost us money every day Regards, [redacted]

Dear? [redacted] **, Thank you for reaching out to us to share your concerns? At the? beginning? of this year, LogMeIn did increase the price of our Pro productThis was a reflection of additional features that our customers have asked for and that are now included in the product- TB of storage, unlimited users, premium password management with Lastpass, and AV Management.? All of our customers were notified of this change both by email and in-product messaging one month prior to their renewal.? When our customers make a purchase of LogMeIn, they agree to the auto-renewal of their subscriptionWe do this to ensure that they are always able to access their computers without interruptionWe also note in our terms and conditions that prices are subject to change.? We would be happy to work with you to either cancel your subscription as requested or, if you still find value in the product and the new features, offer to keep your subscription at last year’s price for another yearWe will respond to your email ticket with this? same offerAgain, thank you for the opportunity to address your concerns, and thank you for your businessRegards, [redacted] Senior User Services 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.? I have not received an email from [redacted] ? [redacted] , but I will be available to discuss on 12/26/Monday.? ? 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] 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, [redacted] ? ?

Hello [redacted] ,I'm writing to confirm that you were able to reach a mutual resolution to your complaint today with [redacted] , 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,***?

Dear Mr [redacted] ,Thank you for reaching out to usWe apologize that you've had to reach out twice to us in this manner, and we hope that we can work with you to resolve your complaints.Since you last contacted us, we removed the uptime reporting on? [redacted] ? ? As you can imagine, there are many different variables that go into calculating a companies uptimeFor example, if one product experiences an issue in one region of the country, is that considered downtime? Since all the rest of the country is up? We will continue to notify our customers when we experience issues (as we did on May 10th), and will continue to work to be as transparent with our customers as possibleIf you are still seeing a mention of uptime, it may be that you are seeing a cached version of our websiteIf that's not the case, I'd be happy to speak to you to better understand what it is you are seeingI've included my direct contact information for you below.? In terms of the support you received by our Care team, it's something I'm certainly not proud ofPlease accept my apologiesWe will continue to work closely with the team when we see responses that do not address our customer's questions.? Regards, [redacted] , Sr Manager, Customer Engagement and Support Partner Management [redacted] ?

Hi Revdex.com -- I'd like to have my response below stored in the fileI 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 processThanks,-- [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] ---------- Forwarded message ----------From: [redacted] < [redacted] >Date: August at 10:26Subject: Re: Ticket: - LogMeIn InquiryTo: LogMeIn Support < [redacted] >, [redacted] < [redacted] >Cc: [redacted] < [redacted] >, [redacted] < [redacted] > [redacted] : Please let me know when the USD$refund comes through on our card[redacted] : Thanks for following up with a partial refund but I think there was a misunderstandingThere is still another $owing that I believe was unethically charged to our account (See my original June and June emails below, detailing the total of $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 thatI understand the practice is illegal in Canada -- I'm following up on thatI 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 joinI encourage you to change the practice of autorenewal without notifiying customers that you are charging their credit cardLogMeIn has had a great history in the IT professional world but your autorenewal policy is shifting a lot of us away from your servicesEthics are as important as service.Best,-- [redacted] [redacted] [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] ? ? 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, [redacted] ? ?

Hi ***,My name is [redacted] , I'm reaching out on behalf of our support team here at LogMeIn.? I've reviewed your most recent interaction with us, including your account information and the recent phone call to our team.While I can confirm that your account has been cancelled, as you've requested, I won't be able to provide the entire refund amount you're looking for.? My understanding is that our trial process does not require a credit card, and signing up to become a customer would have been a voluntary action.? However as an act of good faith I'm willing to meet in the middle.? I've issued a refund in the amount of $- please allow 7-business days for this to appear on your statement.I hope that you'll find this satisfactory, and that you'll keep us in mind should your future needs change.Sincerely, [redacted]

[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 # [redacted] 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, [redacted]

Dear Ms***, Thank you for reaching out to share your concern with us It's not always easy for us to hear when our customers feel we've let them down, but we do appreciate the opportunity to respondOver the years, you've purchased unique subscriptionsThe first is LogMeIn Pro, which you were charged $+ tax per yearIn July of 2013, you purchased a subscription of CentralThis was purchased directly through your account, and you were charged $(an introductory rate), $(the standard rate), $539, and $The renewals for the last years reflect a product and price change, where we changed to a tiered pricing model based on the features customers were usingThese changes were communicated out to all customersWe have refunded you a pro-rated refund of your Pro subscription of $-49.96, and fully refunded the $for your Central accountIt typically that takes 5-days for your bank to show this back in your accountWe understand that our customer's needs do change, and rely on them to let us know when that occursOur terms and conditions (which everyone accepts prior to making a purchase) clearly state that we auto-renew our subscriptions so that customers do not lose critical access to their systems While we understand that you did not review your business's bank statements every year, we feel that the refunds we've processed show that we are acting in good faithSincerely, [redacted] Senior User Services ManagerLogMeIn

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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] 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, [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] ? ? Unfortunately, I was ill and was not able to respond? As far as the complete results go with my claim against Logmein? Only half of the claim has been resolved? I am currently waiting for a credit to be placed into my account of $which of this date was not submitted? I have had conversations with their office that appears to be in London? I hope that it will be resolved by Friday May 26th later in the day? I will check my account to see if they have credited by account? Sincerely, Regards, [redacted] ? ?

Hi [redacted] ,My name is [redacted] , I'm a Manager on our Customer Care team here at LogMeIn I've reviewed your account history with us, and then reviewed each interaction you've had with our team I can certainly empathize with your request for a refund given your minimal usage of our product leading up to your call, however there are a few specifics I'd like to address before we get to the root of your concern We notified each customer that would be affected by a price increase, prior to their renewal, so that if they decided it was too expensive for them that they would have enough time to reach out and cancel their subscription Additionally, notifying a service provider that you do not intend to continue with an annual subscription four months into the contract would generally not lead to a full refund.As I mentioned, I can understand the frustration of being charged for something you're not using As an act of good faith, I'm happy to make an exception and offer you a full refund in the amount of $- please allow 7-business days for this refund to show on your statement.As always, please let us know if you have any other questions or concerns I hope that you'll consider doing business with us in the future should your needs change.Sincerely, [redacted]