Landpoint, Inc.

Revdex.com:
At this time, I have not been contacted by SPOT LLC. regarding complaint ID 11308024.
Regards,
[redacted]

1. On their page explaining the basic service plans, it was never mentioned that it's going to be an annual subscription. http://www.findmespot.com/en/index.php?cid=103

On the above mentioned web page it outlines both an annual and monthly service subscription option and states that a 12...

month term applies.


2. When sending out an email receipt, it was never mentioned that this will be an annual subscription.

Our terms and conditions indicate a Term of twelve (12) months starting on date of service activation.

3. one year and 20 days after the date of purchase, I was billed for $10 more without an explanation.

Notice of increase was posted to customer’s online account for a period of 30 days prior to renewal date.

4. They offer a 30 day cancellation period since they charged me 20 days after the supposed renewal date, I only got 10 days of opportunity to potentially notice the charge when checking bank statement.

The renewal date for the device is stated on the my devices tab of the customer account and notes that the Spot contract will automatically renew on this date. [redacted] contacted our Center 08.31.16 requesting refund for services which renewed 07.14.16.   As a courtesy we amended this and offered a pro-rated refund of $138.98 to her credit card on file.

5. Unless customers dig through their website, click the terms&services link (which the font is less than 10 size small) and go through a bunch of unorganized files, they wouldn't know that they are being charged.

Upon activation of services each subscriber must acknowledge they have read and understand terms and conditions posted on our website.  

6. the customer service mentioned that I should have received a notice via email but I did not. They did not know why and couldn't explain.

Our terms and conditions indicate all service plans automatically renew at the end of their term for an additional one (1) year. 
 
As previously stated on 8.31.16 when [redacted] contacted our customer care center regarding her issues an exception was made and a pro-rated refund of $138.98 was approved. We are willing to amend this further and offer a full refund of $159.98 to be applied back to the credit card.  Please allow 7-14 business days to receive.

We have made several attempts (email/voicemail) to reach out to this customer  to assist her with the device return process which will lead to the expected refund.  Thank you .  The SPOT management team.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12768887, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.When I signed up the vustomec service agent told me I could cancel at ANY time since it was on a month to month service with no contract!
Regards,
[redacted]

Customer has been with service subscription since March of 2011. Customer has been renewed each year with the company since activation. In order to activate the  customer has to agree with the policies set forth by SPOT. These policies are presented to the customer prior to completing the...

activation of services. The policies state the process to which the customer would follow to cancel services, from Terms and Conditions, "3.4            Cancellation by You.  To cancel your Service Plan, whether a Monthly Prepaid Plan or an Annual Prepaid Plan, at the end of the Initial Plan Term, you must notify SPOT by calling customer service center at least 30 days prior to the end of your Initial Plan Term. " Customer did not establish the procedure to have the services deactivated prior to the renewal taking place. Renewal of services date is located within the customer's online account, under his My Devices tab, which the customer has full access to for review.  Policies also state  no refund for prepaid services, which SPOT contracts are. Spot has a grace period from renewal of services, this customers services renewed on 03/19/2017, until of 7 days past the payment's posted date within he customer's account to cancel and receive a full refund. From Terms and Conditions,"3.3            Fees Non-Refundable.  Pre-paid Service Plan fees are non-refundable unless (i) SPOT cancels the service, provided none of the causes for termination under Section 3.6.2 exist, or (ii) you cancel your Service Plan under Section 3.4, provided none of the causes for termination under Section 3.6.2 exist, in which event you will receive a pro rata refund for airtime for the unused portion of the Service Plan.  Pre-paid Service Plans may not be transferred to a third party account; however, upon your request, they may be transferred to another SPOT Product within your own account." As a result the customer's request for a refund has been declined.

As the customers contract renewed on 07/12/2017 and contact was established on 09/13/2017, 2 months SPOT agrees to refund 164.00 as requested. This is an exceptional circumstance that SPOT concedes due to the customer's declining health and limited income as stated within his complaint. A refund has been submitted and will be processed completely within 14 business days.  Sincerely, Customer Relations Management

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by SPOT LLC. regarding complaint ID...

12685621.
Regards,
[redacted]

Mr. [redacted], account number [redacted] contacted us again on 10/17/2017 and accepted our offer to send him a brand new Gen 3 unit free of charge to replace his defective Spot Gen 2.  This complaint has been resolved.  Mr. [redacted] no longer wants his services deactivated or refunded. Thanks Nathalie [redacted]Customer Relations Manager###-###-####N[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12384128, and find that this resolution is acceptable to me.  the one modification after speaking with Isabel at SPOT is that I will be refunded $65 for this 2017/2018 year and will have the option of renewing next year. confirmation number [redacted]
Regards,
[redacted]