J C Damar Developments Ltd

Dear Mr ***, Thank you very much for the additional information. I have reviewed the charge-back status internally and have now processed a refund for €You should receive that amount in your account in about 5-working days. Should you need any further information, please do not hesitate to contact me. Best regards, *** *** *** | Manager, User Services

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,*** ***

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,*** ***

Hello Mr***,My name is *** ***, I'm reaching out on behalf of our support team here at LogMeIn. I've reviewed your account with us, and it looks like you were able to get in touch with us to get this resolved between the original complaint and now.Please let me know if
this is not the case and I'll investigate this further.Sincerely,*** ***

Dear Mr. ***,Thank you for reaching out to us to let us know about your recent experienceWhile it's never easy to hear critical feedback, we do appreciate the opportunity to engage with our customers. First, let me say that since you are a customer who is renewing with us for
the first time, we will certainly honor your request for a refundThis has already been initiated on our end, and we ask that you allow 5-business days for this to appear in your accountWe apologize that this was not offered when you originally contacted us. We offer all our customers a free trial of our product, and they are not obligated to provide a credit card in order to test our product out At the end of the trial, you're given the opportunity to purchase the product Prior to purchase, all customers acknowledge that we do auto-renew all subscriptions, and that there is no specific notification sent You are always able to see your subscription renewal dates in your account. We hope this is a satisfactory resolution to your request, and that we've provided you with some helpful background informationThank you for using our product, and we hope that if your remote access needs change that you'll consider using LogMeIn in the future.Regards,*** ***User Services ManagerLogMeIn

Dear Mr***,Thank you for taking the time to share your experience with LogMeInAlthough it's never pleasant to hear when a customer is frustrated with us, we do appreciate the opportunity to respond to our customers and right any wrongs. When a customer purchases a subscription for one
of our LogMeIn products, they agree by accepting our terms and conditions that they are purchasing a year's worth of service in advance, and that the product will auto-renewAs the representative mentioned, this is to ensure that our customers have access to their computers when they need it, from wherever in the world they need it We do ask our customers to let us know when they no longer need our services, as we cannot assume that lack of use means that they no longer need our productsMany of our customers go long periods of time between use, but then rely on us in critical times. That being said, we do understand that you no longer have need of our productWe will cancel it immediately, and will offer you a full refund for this current year that was recently charged You should expect to see the credit on your account in 5-business days We appreciate that you have been a good customer for several years, and we hope that if the need for remote access ever arises again that you'll think of LogMeIn. Regards, *** ***
Senior User Services ManagerLogMeIn

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 # ***
[I made a mistake in the amount involved, which was $instead of $But this does not negate the fact that the amount is significantly higher than the amount when the contract was signedIn addition, there was no where in the contract that warned consumer of a potential 8-times actual rate increaseThe contract I made was based on $and $per year with regular rate within reasonable range of the introductory rate, not times the introductory rateIf a rate of such big difference is put in place, it will only be fair to consumers that a new contract be signed where the consumers are fully informed]
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 # ***
That doesn't show that the message was sent to me or that I received it Even if you did send it I didn't receive itYou should have customers respond to any emails (like click here to show you received this message and want to continue the service) Show me something that says I received your emailYou can't because I didn't receive it, if I had the first thing I would have done is contact you to cancel
Regards,
*** ***

Dear ***,Thank you for reaching out to usWhile it's never easy to hear when a customer is unhappy with our service, we do appreciate the opportunity to understand what has happened and work to find a satisfactory resolution for you. As you know from being a customer for a number of years,
LogMeIn has an auto-renewal policy that ensures our customers have seamless access to their computersWe bill in advance for our service, and ask that customers contact us prior to their renewal if they would like to cancel. While we do see that we spoke with you on several occasions prior to your renewal date, we found that we did not receive a return call from you to finalize the sale on the new product you were interested inOur records indicate that you contacted us 12/at 10:am to downgrade, and your sales rep returned the call at pm the same dayYou were not available, and he left a message with your receptionist to contact him back Upon no further communication from you prior to the renewal date, the subscription renewed. That being said, we do understand that there are complexities to every situation, and we would have been happy to assist you further hereHowever, as you have reached out directly to your credit card company to dispute the charge, we will not be able to take further action until that is resolved. Regards,*** ***Senior User Services Manager, LogMeIn

The *** *** ***. account has been reset to monthly billing, we apologized for any inconvenience this has caused.Best Regards,LogMeIn

Dear Mr***, After further review, we have discovered that the email you noted in your complaint (***) was not the account that you were questioningIn looking at your second account (***), we do see that you were billed $for Pro for Power Users. Pro for Power Users is a subscription allows you to access up to computers remotely, and you upgraded to this in October of Previously you had purchased Pro for Individuals, which only allowed you to access computer)It seems that you use your Pro for Power Users subscription frequently - at least times since your renewal date (October 23, 2017), and we're glad that you are seeing the value of our product. When a customer makes a purchase, they agree electronically to our Terms of ServiceThey can be found at *** In these terms we note that we reserve the right to update the price after the first year, but that we also will notify our customers of any price changes via publishing to our website, email, or invoice for our customers who pay by invoiceWe see that you were notified of the new pricing to your *** account on 8/5/17, and the email was opened on 8/6/For your *** account, you were notified on 10/10/17, but you did not open the email While we respectfully decline your request to provide a refund for your Pro for Power Users account, we would be happy to fully refund your Pro for Individuals subscriptionWe see little to no use on that account, so we’ve taken the steps to initialize a refund for $($+ tax). Again, thank you for the opportunity to review your case and for being a valued user of LogMeIn. Regards, *** ***SrCare Manager

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

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,
*** ***

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.
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 ***Monday-Thursday 9A CST to 5P CST
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,
*** ***

Dear ***, Thank you for reaching out to us on this matterOur records indicate that we issued a credit memo (#***) on 5/22/to the card ending in ***It will typically take your bank 5-days to show this in your account, so we are hopeful that this has been done by nowI've attached a clip of our return for your records. If you have checked with your bank and still do not have the return of the $93.50, please contact me directly at *** so I can further assist you with this. Regards, *** ***Senior Manager of CareLogMeIn

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,
*** ***

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,
*** ***

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,
*** ***

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,
*** ***