J C Damar Developments Ltd

Dear Mr [redacted] ,Thank you for reaching out to us to share your concern over your recent renewal.In reviewing your account, we show that we received a charge back from your bank on 9/19/16, which means that the charge in question has been reversedFor this reason, it is not necessary to make any further refunds to your accountAs a matter of explanation for our actions, many banks (including yours) use a third-party company to relay new card expiration dates to merchantsThank you for choosing LogMeIn, and we hope that if your needs change in the future that you'll consider us again.Regards, [redacted] SrUser Services Manager, LogMeIn

Hello ***,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.? Regards, [redacted] ***

Hello ***,I would like to apologize for the first reply, accidentally sent before finishing my messageMy name is [redacted] ***, I am the Technical Manager for our LogMeIn Pro solution that you have been using with usI would like to apologize for the experience you have had with us support team couple of days agoI have review our work, I will make sure to make correction to our process to avoid problems like yours in the futureBased on your experience, the software not working anymore and being a client with us for so long, I went ahead and refunded your account for the remainder of the subscription, for a total of $The refunded has been processed on our end already, but it may take 5-business days for you to see any changes on your credit card statementPlease let me know if I could assist you with anything elseRegards, - [redacted] - Technical Manager at LogMeIn

Hi Mr [redacted] ,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,? [redacted] SrUser Services ManagerLogMeIn?

Hi [redacted] ,My name is [redacted] , I'm part of our support team here at LogMeIn I've taken a look through your account and recent interactions with us to better understand where you're coming from.My understanding is that you reached out to us, prior to your annual renewal, and worked with our sales team to adjust your subscription based on your needs You then agreed to the terms for the current yearly subscription with us, but it would seem you've since found another solution that you'd prefer to use.Typically, after speaking with us and agreeing to terms for an annual contract a request to then renege would be declined That said I see you've been with us for quite a few years and would like to show our appreciation - as an act of good faith I'm going to issue you a full refund and cancel your account with us effective immediately Please allow 7-business days for this to appear on your statement Additionally, our records show that the amount you paid differs from the requested refund amount If you find you were charged the amount you've requested here, please reach out to us directly so we can figure out the discrepancy.I hope that as you continue to evaluate solutions you'll keep us in mind moving forward, and that you find this decision fair and satisfactory.Sincerely, [redacted]

Dear Mr***,Thank you for taking the time to reach out and share your recent experience with usWhile it's not always easy to hear that a customer is unhappy, we do appreciate the opportunity to assist you.? First, we would be happy to refund you fullyWe do let our customer's know that they can cancel up to the renewal date, but we also understand that this is your first renewalOur auto-renewal policy (which all customers agree to prior to purchase) is a service we offer to our customers to allow them to maintain uninterrupted service.We will apply the credit to the card you made the purchase with, and your bank should show this transaction in 5-business days.? Thank you for using LogMeIn, and we hope that should your needs ever change that you'll consider using us again.Regards, [redacted] User Services Manager

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 ***Thank you for refunding my fee as askedWhat a shame, your service is otherwise quite good; however you have *priced [redacted] 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 [redacted] 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 [redacted] I request written confirmation that my credit card info has been expunged from your possession.? ***? Regards, [redacted]

Dear Mr [redacted] ,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 orderWe 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 rightRegards, [redacted] User Services ManagerLogMeIn

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 it looks like [redacted] , who appears to be from your company, reached out the same day this complaint was filed The outcome from her interaction with our team was a full refund having been issued Please allow 7-business days for this to appear on your statement.As always, please let us know if you have any additional questions or concerns.Sincerely, [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.? [They are not responding to my dispute? I have terminated by logmein account, but I should still be entitled to a pro-rated refund of my yearly subscription that was paid in August, in the amount of $179.79/months = $x months (February - August, 2016) = $? I am unable to use the account and they have been unable to resolve the problem? Even if I had no technical problem with the account, I should have the right to terminate my account and be reimbursed for the unused portion!] Regards, [redacted] ? ?

Dear Mr [redacted] ,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 [redacted] ***Technical Support ManagerLogMeIn

[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] Logmein support reached out to me that day as stated and canceled my account, refunded the additional charges that were in question and reviewed areas that made the issue difficult to resolve through their website.? Support stayed on the phone until the account in question was addressed and did not make any excuses or mitigate their responsibilities with the service or confusion when canceling the service.? I understand that by choosing to accept the business response that my complaint will be closed as resolved.? Regards, ***? [redacted]

Dear Mr***,Thank you for bringing this matter to our attentionIn reviewing your account (see attached), we do not see where you were charged $for your Pro for Individuals subscriptionYes, our prices have increased over the years, but initially you purchased at an introductory rate of $49, and your latest subscription price was $(which now includes seats of Pro)We notify customers in our terms and conditions that prices are subject to change, and I'm sure you can appreciate that we have added value to the product by adding and enhancing features over the years.? ? Regarding [redacted] , we suggest that you contact them if you still feel that you were charged incorrectlyThe other consideration would be if you have more than one LogMeIn accountWe would be happy to review that one if you provide us with the email address usednWe also notify all our customers prior to purchase that we require advance notice for cancellationThat being said, we understand that sometimes things slip through the cracks, and that situations arise where our customers can't reach out to us prior to renewalWe look at each case, and try to balance the needs of the customer with our standard business practices In your case, since you reached out to us nearly months after the renewal and have used the product in that time, we can only ensure that you are not renewed for next year.? Again, thank you for allowing us to better explain this to you, and thank you for being a LogMeIn customer.? Regards,? [redacted] SrCare Manager

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]

Hello [redacted] ,? My name is [redacted] , I'm a Manager on the Customer Support team here at LogMeIn? I apologize for the back-and-forth it would appear you experienced surrounding your concern? I've fully cancelled your account, issued a prorated refund in the amount of $ for the remaining time left on your subscription, and deleted your account per your request.? If there is anything else we can help with, please do not hesitate to reach out.? Sincerely, [redacted]

Hi Mat,I apologize for any confusion and I think a call may better help to clear things upI can assure you that there were no fraudulent charges, and I would like to walk you through what has occurred on our sideBack in April of 2013, a subscription under [redacted] was requested for cancellation, which was doneMonths later in September 2013, a subscription was purchased under [redacted] Please note that if you feel this was not done by you, then that would be something to address with your banking establishment as we do not see signs of foul play on our sideThe subscription under [redacted] renewed in 2014, and then again in Upon receiving your call, there was some initial confusion where the request for the " [redacted] .com" was referenced as having been cancelledFor this, I do apologize on behalf of the team as this was a simple misread of the accountAfter seeing this, our team did reach out to you to explain that we have no record of cancellation request for the [redacted] account (but rather, the [redacted] account) and thus cannot refund back the prior yearsAs a result of the confusion, we did go ahead and refund the most recent renewal in full ($179.91+tx), despite our policies, in an effort to do what we could to help make things right for youDespite the fact that you no longer have use for the services, we do value both past and present customers, so I hope this has cleared a few things upIf you have any questions please feel free to call us as these situations can often be explained better over the phone.Thank you, [redacted]

Hi ***, My name is [redacted] , 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, [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 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] ***