J C Damar Developments Ltd

Dear Ms***,Thank you for taking the time to reach out to usWhile it's never easy to hear from a customer who is unhappy, we do appreciate the opportunity to respond. When a customer purchases a subscription from LogMeIn, they agree prior to purchase to our auto-renewal policyThis is
done to ensure customers have uninterrupted service to their remote machines Additionally, all customers have the ability to see their account renewal information each time they log into our serviceIn reviewing your account history, we do see that you've used your subscription times since March of this year. We do appreciate your business, and we will be placing a $"good faith" credit on to your account You should see this reflected back through your bank in 5-business days. Regards,*** ***User Services Manager

Hi Mr***,My name is *** ***, I'm a Manager here at LogMeIn on our Customer Support teamI've taken a look through your recent interactions with us. From what I can gather it looks like you mentioned evaluating alternatives prior to your renewal, but I'm not able to confirm you
ever asking us to cancel your account.That being said, your intent is clear in that you no longer wish to continue service with us. As an act of good faith I'm issuing a full refund to your account. Please allow 7-business days for this to appear on your statement.Sincerely,*** ***

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.
My complaint was not resolved and no one still has not discussed the contract with me and I was not given the opportunity to make changes before renewing my contract.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.
Regards,
*** ***

Hey ***, My name is *** *** ***, and I am a Manager at our Customer Care Department. I would like to apologize for the experience you had during your renewal with LogMeInWe did notify our client about the upcoming changes to the product, but it sounds like you had trouble getting
our emailSo I went ahead and fully refunded your renewal of your LogMeIn Pro subscription for $149.00 Please allow 5-business days for the changes to be reflected on your accountLet me know if you have any questions. Best,-*** *** ***Manager, Customer Care

Hello Mr** ***,My name is *** ***, I'm reaching out on behalf of our support team here at LogMeIn. I've reviewed your recent interactions with us, and would like to begin with an apology. It would appear your initial interaction with us, when you asked to cancel your account,
was mishandled which obviously lead to our current situation.It looks like inbetween the time you submitted this complaint and now, we were able to get you sorted out with a proper cancellation and refundAgain I am sorry for the inconvenience and hope you'll keep us in mind should your future needs change.Sincerely,*** ***

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. Dear Sir, I appreciate your prompt response to stop the auto-renew and to delete my account informationBefore 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 confirmationI ask for this because I see dozens of similar complaints against Logmein, despite the fact that you make a good productWhat will you do to fix this part of the operation?
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)

Dear Mrs***, Thank you for sharing your recent experience with usUnfortunately, there are scammers that use our Rescue product to take money from innocent people such as yourself by claiming to know that their computers have viruses on them. While we take every measure to prevent
such people from using our products in this way, the scammers are persistentPlease know that LogMeIn would not have access to your computer unless you contacted us directly for support, and that we do not make outbound calls for unsolicited support. We would like to assist you with resolving your issue, and we would also like to get some further information from you that may help us shut down the scammer. I will be asking a member of our team to reach out to you today to gather some informationHis name is *** ***, and he'll be asking you a) if you have the PIN number (digit number) they asked you to put in when they accessed your computer, and b) for proof-of-payment from your bank. Again, thank you for letting us know, and we look forward to working with you to resolve this. Regards, *** ***SrPartner Manager, CES ProductsLogMeIn

Hi ***, I apologize for any confusion around the monthly subscriptionWe do have the confirmation that the product will auto-renew written in bold at the time of checkout because we are aware that people typically do not read through the entirety of the terms and conditions; our goal is not to
be deceptiveMuch like online streaming services that auto renew monthly, our customers pay for the access and ability to use the product and ensure any disruption in serviceWhile we cannot reimburse you for the time passed, we are happy to provide you a credit in that amount ($359.88) towards another one of our LogMeIn productsYou can check our suite of products here: *** If you are interested in taking advantage of this, please contact us at 1.***.Thank you,***

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,
*** ***

Hey ***,My name is ***, and I am a Manager in the Customer Care Department at LogMeIn.I was assigned to review your case and check into your situation with your LogMeIn account.Basically, I had an opportunity to check into your case with our renewal team, since as you mentioned, you have spoken
to your renewal representative already, *** ***Here is what was explained to me and also addressing your requests:- Your renewal cost for was $2,+ taxesYou also have an annual contract with us paid monthly, so it is $222.00/month for a total of $2,664.00- Your renewal cost for was the same, $+ taxes with an annual contract paid monthly, same monthly cost- For Advancements and Enhancements, please visit this site: http://help.logmein.com/pkb_Home?l=en_US&c=products:lmicentral&va=- however, our biggest change was adding *** to your Central subscriptionIn your case, at no additional cost.- You may also find all of your previous bills and payment information by logging into your account, clicking on "Settings" (top right hand side), choose "Billing" and then click on "Billing History"- You have been a customer with LogMeIn since as well, and we do notify our users of renewals when there is a change in your subscription priceAlso, during the time of purchase we clearly state the LMI’s terms and conditions which has been signed, "Customer’s subscription shall automatically renew for successive one (1) year subscription terms unless Customer gives LMI prior written notice of non-renewal at least thirty (30) days prior to the expiration of Customer’s then-current subscription term."- Your renewal did take place in September 17th and we did not hear from you until mid-November to discuss your accountWe did attempt to reach out back in July, and the notes from the representative say "briefly spoke with *** "no time to talk" and is happy with subs." - Also, looks like per your conversation with *** ***, he has marked your subscription not to renewal during its next renewal cycle, which is 09/17/2017Please let me know if I can answer any other questions for you.Thanks,-*** *** ***

Hello Mr***,My name is Brett ***, I'm a Manager on our Customer Support team here at LogMeIn. I've had a chance to review your recent interaction with us, and I hope to address your concernsWhile I understand you were not able to find an email from us alerting you of the increase
in price on your recent renewal, I'd like to assure you that we sent a notice to the email address we have on file for your account. That said, I'd like to take a moment to apologize. Our goal as a front-line, customer facing team is to delight our customers - it's clear that didn't happen when you contacted us to inquire about your recent billing statement, and for that I'm sorry.Secondly, I want to thank you for being a loyal customer with us. Customer loyalty means a lot and I hope that once the dust settles, you'll reconsider us for your future needs.The information surrounding your refund request shared by our representative was accurate - however, as an act of good faith I'm refunding you in the amount of $155.58; please allow 7-business days for this refund to appear on your statement. I hope you’ll find this to be a satisfactory compromise, and that you’ll reach out to us with any additional questions or concerns you may have.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 Mr***,My name is *** ***, I manage a group on our support team here at LogMeIn. I've reviewed your request, along with our initial response to this complaint. I also reviewed your most recent interaction with our support team leading up this this complaint.After listening to the initial call, your request was for a cancellation and pro-rated refund for the remaining portion of your subscriptionYour account had extensive usage, and you reached out roughly days prior to your annual renewal. I felt confident that we did everything you asked of us, up until your most recent rebuttal to our proposed resolution. I truly am sorry that we're losing you as a (long-time) customer. At this juncture, unfortunately, I'm not sure what else we can do as I feel we've done everything you've asked of us.Sincerely,***

Revdex.com: This amount is in our account as of today. This has been a total nightmare and cost us over $in fees
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 Mr***, It was a pleasure speaking with you surrounding this concern. As I mentioned during our call, my sincerest apologies for the mix-up. I'm confident that we were able to make this right, and hope that you'll keep us in mind should your needs change in the future. 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. For the record, it should be noted that the business should do a better job of allowing customers to change payment information, disclosing all payment information it has obtained from the customer
Regards,
*** ***

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 # ***.
What you would do, if you were a responsible company, and deserved the rating that the Revdex.com has given you at this point, would be to change your pricing structure so as to not alienate customers with a highly unreasonable and unnecessary service chargeAs for myself I have taking my business elsewhere and “voted with my feet” It is my hope that others will do the same when they realize how your company has dishonestly raise prices, claiming that you notify people when you did notHopefully someone may put together a class action against you for your practices
Regards,
*** ***

Dear Mr***,Thank you for reaching out to us for further clarity on our billing practices.Our price for Pro for Individuals did increase from $a year (you had renewed at a discount) to $a year due to the additional features added to the productThirty days prior to your renewal,
LogMeIn emailed the address we have on file, ***, to notify you of the price increase and the new featuresIn addition, if you accessed the web version of LogMeIn, you were also notified by an in-product announcement. LogMeIn products are purchased on a subscription basis, and these subscriptions auto-renew to provide uninterrupted serviceWe present this information at the point of purchase, where all customers acknowledge the following statement before completing their purchase: “I have read and agree to the Terms and Conditions(NOTE: To ensure uninterrupted service, at the end of your subscription period, your subscription will automatically renew using the credit card on fileYou can modify your auto-renewal options by contacting customer support.)” For a full copy of the Terms and Conditions, please visit the following page https://secure.logmein.com/policies/termsandconditions.aspxWe hope this helps, and we appreciate your business.Regards,*** ***SrUser Services ManagerLogMeIn