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 Despite my contact and email to customer service including this Revdex.com complaint, they are still refusing to cancel my auto-renewal in an attempt to keep me locked into the so called "contract" See attached imageAccount still shows auto renew in 08-scheduled A simple google search of company shows many complains as well as ripoff reports for similar Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12384205, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I can no longer use the device because of health reasons I suggested in a letter to their President earlier that they please consider, a pro-rated refund I totally dispute the comment that I was aware of the automatic renewal and their records will show that I have never automatically renewed at full price and not to mention the fact that I received no prior notice of renewal so that I even had the opportunity to dispute it Again, I told them I was certainly willing to pay for the one month my relative used it) but apparently money is more important to them that listening to their customer needs In my mind, that is a reasonable request.Do I wish I could continue to live in the mountains, hike, and have a need for SPOT Most certainly But, I can't, and I simply believe they are taking advantage of an elderly (years old) individual who has been diagnosed with acute heart failure, and whose activities at altitude are severely restrictive I won't be using their unit because I can't no service will be provided but they certainly have no compassion or consideration for unusual circumstances.There is no reason for me to say I'm satisfied with their response I think it is uncaring and without compassion, unfair since I offered to pay for the time it was used This isn't good business practice I cannot accept their arrogant position and based on their failure to even try to reach an accommodation, I can only assume that the money, not customer satisfaction is their goal.I would ask that this will remain a permanent part of their complaint file and others can judge whether they have been "caring and compassionate." Make sure everyone understands SPOT saves lives, and in the area of Colorado where I used to live, I know of instances where people were found I have never questioned the value of their offering but want to be on record, that they seem to care nothing for "special circumstances" their customers may be facing No this is not a satisfactory resolution, and I offer it so others can form their own opinions Regards, [redacted]
SPOT has a Short Term Rental Plan for customers who needs the service for a short period and has a contract term of months that can be paid either monthly or yearly for customers who use the service on a regular basis During the activation process, if a customer chose to activate with a months contractThere is a banner that reminds the customer that it's months engagementAlso he has to accept the terms and condition those stats that he accepts the terms of the contract and that he understands that it is monthsOne cannot blame to be told otherwise, while our activation process clearly and unequivocally stats that it is a months term, unfortunately, sometimes customers prefer to opt for the months contract as its cheaper assuming there is a possibility to cancel it afterwardUpon review of the customer’s account, we see notes of call backs to the customer; however he was unhappy with the resolution offered as it does not meet the customer’s expectationAt this point, the service has been scheduled for deactivation at the end of the months term
Customer since 07/21/The customer contacted Customer Relations for SPOT to deactivate services 08/21/In the same call, the customer requested escalation with a supervisor due to his refund request being declined and the below is a summary from the interaction after speaking with a supervisor: “Long time customer, [redacted] [redacted] , called in and is not happy with the fact that the device didn't work in HawaiiThe customer said he will dispute with his credit card company since we couldn't issue a refundOffered $towards renewal and he agreed as long as I schedule the deactivation for to give him time to think about his renewal.” The customer then called on 09/13/to state that he thought the retention offer was for this year 2017-The customer also sought a full refund again, the refund was declined again due to the policies related to cancellation requirements to receive a refundDuring this transaction, he was informed that the $was a credit towards 2018-service termsThe customer then requested deactivation at the end of the current term, 07/20/At this point, SPOT is willing to re-consider the offered credit as a refund for the current year, however, SPOT will refund the offered 2018-$credit contingent on the customer’s agreeing to remain active with a set deactivation date of 07/20/as discussed with the supervisor on 08/21/Supporting details for declination of the refund requestsPer Terms and Conditions, pre-paid Service Plan fees are non-refundable and to cancel SPOT Service during any Renewal Term, the customer may terminate the plan effective at the end of such Renewal Term provided the customer gives the notice to SPOT by calling the customer service center at least days prior to the end of such Renewal TermSpot Customer Relations Management
On their page explaining the basic service plans, it was never mentioned that it's going to be an annual subscriptionhttp://www.findmespot.com/en/index.php?cid= On the above mentioned web page it outlines both an annual and monthly service subscription option and states that a month term applies 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 one year and days after the date of purchase, I was billed for $more without an explanation Notice of increase was posted to customer’s online account for a period of days prior to renewal date They offer a day cancellation period since they charged me days after the supposed renewal date, I only got 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 requesting refund for services which renewed As a courtesy we amended this and offered a pro-rated refund of $to her credit card on file Unless customers dig through their website, click the terms&services link (which the font is less than 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 the customer service mentioned that I should have received a notice via email but I did notThey 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 when [redacted] contacted our customer care center regarding her issues an exception was made and a pro-rated refund of $was approvedWe are willing to amend this further and offer a full refund of $to be applied back to the credit card Please allow 7-business days to receive
Revdex.com: I have reviewed the response made by the business in reference to complaint ID and would like to note that it is inaccurateWe in fact DID respond to their email and requested cancellation but received no response from themAdditionally, I have not received any official communication from them that my service is cancelledI've checked every email account I have including spam folders and trashI have not received any noticeThe refund did appear in my account however, so from that perspective this resolution is satisfactory to me I can't help but be concerned that we'll be doing this again a year from now though Regards, [redacted]
Per terms and conditions (T&C’s) which were agreed to upon activation, at the end of your Initial Plan Term the Annual Prepaid Plan automatically renewed for additional one year termThe T&C’s indicate Pre-paid Service Plan fees are non-refundable unless we are notified in writing to cancel the service days prior to your renewal dateWe have no record of your request to deactivate your services in August, therefore services remained active and additional charges were incurredAlthough we were not able to find you cancelation request in our archives we will apply a full refund to your credit card on file Please allow 7-business days for refund to post to your credit card
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] ***
[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 made by the business in reference to complaint ID 12284608, and find that this resolution is satisfactory to me Regards, [redacted]
As the customers contract renewed on 07/12/and contact was established on 09/13/2017, months SPOT agrees to refund as requestedThis is an exceptional circumstance that SPOT concedes due to the customer's declining health and limited income as stated within his complaintA refund has been submitted and will be processed completely within business days Sincerely, Customer Relations Management
Hello [redacted] originally activated his Spot device on May and deactivated his subscription on May of He then reactivated the Spot device on October 03, and asked to deactivate on October 10, Considering the age of the device and the description of the complaint from the customer, we offered to replace his device withour most updated product but [redacted] was not willing to accept our offer We normally do not offer replacements unless the customer has opted for our Product Replacement Plan, but in this case we made an exception.According to the usage report MrGuerrero used his device from 10/3/thru 10/08/and requested deactivation and refund on 10/10/ Per our terms & Condition policy that MrGuerrero agreed upon, he does notqualify for a refundPlease let us know if you need further clarificationSincerely Ernesto A***Customer Relations Manager
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 $for this 2017/year and will have the option of renewing next yearconfirmation number [redacted] Regards, [redacted]
The customer has been refunded the full price she paidPlease find below the refund receiptWe reach out to the customer to apologize and see what else we can assist with [redacted] [redacted] [redacted] [redacted] Transaction Date 08/07/16:22:EDT Transaction Reference Number [TxRefNum] [redacted]
Based on the initial information received we were unable to locate an account We have reached out to the customer requesting more information so we may properly research
Mr [redacted] , account number [redacted] contacted us again on 10/17/and accepted our offer to send him a brand new Gen unit free of charge to replace his defective Spot Gen This complaint has been resolved Mr [redacted] no longer wants his services deactivated or refundedThanks Nathalie ***Customer Relations Manager###-###-####N [redacted]
[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 LLCregarding complaint ID Regards, [redacted] ***
First, please note that Mr [redacted] SPOT service was deactivated as requested.Below is a summary of events associated with the complaint from the customer The exchanges described below between the customer and SPOT occurred via email On 01.14.2016, the customer activated his SPOT device by committing to a months terms agreement He opted for the monthly payment arrangement (x $11.98).On 08.01.2016, the customer sent an email to SPOT requesting the cancellation of his SPOT service On 08.03.2016, it was reminded to the customer that his SPOT service is part of a months agreement and, by deactivating prior to the agreed terms, additional fees will be incurred As a gesture of goodwill, a credit matching monthly payments was also offered to him.On 08.03.2016, the customer declined SPOT goodwill offer and requested to cancel the service.On 08.03.2016, we asked the customer to confirm that he allows SPOT to charge him the additional fees led by the early deactivation of the service.On 08.03.2016, the customer reiterated his request to deactivate and indicated that he did not consent to have his credit card charged.On 08.04.2016, we informed the customer that his service has been deactivated As of today, the amount due by the customer has not been received yet We will keep communicating with him in order to come to an understanding regarding the unpaid fees
Customer has been with service subscription since March of Customer has been renewed each year with the company since activationIn order to activate the customer has to agree with the policies set forth by SPOTThese policies are presented to the customer prior to completing the activation of servicesThe policies state the process to which the customer would follow to cancel services, from Terms and Conditions, " 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 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 placeRenewal 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 areSpot has a grace period from renewal of services, this customers services renewed on 03/19/2017, until of days past the payment's posted date within he customer's account to cancel and receive a full refundFrom Terms and Conditions," 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 exist, or (ii) you cancel your Service Plan under Section 3.4, provided none of the causes for termination under Section 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
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 Despite my contact and email to customer service including this Revdex.com complaint, they are still refusing to cancel my auto-renewal in an attempt to keep me locked into the so called "contract" See attached imageAccount still shows auto renew in 08-scheduled A simple google search of company shows many complains as well as ripoff reports for similar Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12384205, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I can no longer use the device because of health reasons I suggested in a letter to their President earlier that they please consider, a pro-rated refund I totally dispute the comment that I was aware of the automatic renewal and their records will show that I have never automatically renewed at full price and not to mention the fact that I received no prior notice of renewal so that I even had the opportunity to dispute it Again, I told them I was certainly willing to pay for the one month my relative used it) but apparently money is more important to them that listening to their customer needs In my mind, that is a reasonable request.Do I wish I could continue to live in the mountains, hike, and have a need for SPOT Most certainly But, I can't, and I simply believe they are taking advantage of an elderly (years old) individual who has been diagnosed with acute heart failure, and whose activities at altitude are severely restrictive I won't be using their unit because I can't no service will be provided but they certainly have no compassion or consideration for unusual circumstances.There is no reason for me to say I'm satisfied with their response I think it is uncaring and without compassion, unfair since I offered to pay for the time it was used This isn't good business practice I cannot accept their arrogant position and based on their failure to even try to reach an accommodation, I can only assume that the money, not customer satisfaction is their goal.I would ask that this will remain a permanent part of their complaint file and others can judge whether they have been "caring and compassionate." Make sure everyone understands SPOT saves lives, and in the area of Colorado where I used to live, I know of instances where people were found I have never questioned the value of their offering but want to be on record, that they seem to care nothing for "special circumstances" their customers may be facing No this is not a satisfactory resolution, and I offer it so others can form their own opinions Regards, [redacted]
SPOT has a Short Term Rental Plan for customers who needs the service for a short period and has a contract term of months that can be paid either monthly or yearly for customers who use the service on a regular basis During the activation process, if a customer chose to activate with a months contractThere is a banner that reminds the customer that it's months engagementAlso he has to accept the terms and condition those stats that he accepts the terms of the contract and that he understands that it is monthsOne cannot blame to be told otherwise, while our activation process clearly and unequivocally stats that it is a months term, unfortunately, sometimes customers prefer to opt for the months contract as its cheaper assuming there is a possibility to cancel it afterwardUpon review of the customer’s account, we see notes of call backs to the customer; however he was unhappy with the resolution offered as it does not meet the customer’s expectationAt this point, the service has been scheduled for deactivation at the end of the months term
Customer since 07/21/The customer contacted Customer Relations for SPOT to deactivate services 08/21/In the same call, the customer requested escalation with a supervisor due to his refund request being declined and the below is a summary from the interaction after speaking with a supervisor: “Long time customer, [redacted] [redacted] , called in and is not happy with the fact that the device didn't work in HawaiiThe customer said he will dispute with his credit card company since we couldn't issue a refundOffered $towards renewal and he agreed as long as I schedule the deactivation for to give him time to think about his renewal.” The customer then called on 09/13/to state that he thought the retention offer was for this year 2017-The customer also sought a full refund again, the refund was declined again due to the policies related to cancellation requirements to receive a refundDuring this transaction, he was informed that the $was a credit towards 2018-service termsThe customer then requested deactivation at the end of the current term, 07/20/At this point, SPOT is willing to re-consider the offered credit as a refund for the current year, however, SPOT will refund the offered 2018-$credit contingent on the customer’s agreeing to remain active with a set deactivation date of 07/20/as discussed with the supervisor on 08/21/Supporting details for declination of the refund requestsPer Terms and Conditions, pre-paid Service Plan fees are non-refundable and to cancel SPOT Service during any Renewal Term, the customer may terminate the plan effective at the end of such Renewal Term provided the customer gives the notice to SPOT by calling the customer service center at least days prior to the end of such Renewal TermSpot Customer Relations Management
On their page explaining the basic service plans, it was never mentioned that it's going to be an annual subscriptionhttp://www.findmespot.com/en/index.php?cid= On the above mentioned web page it outlines both an annual and monthly service subscription option and states that a month term applies 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 one year and days after the date of purchase, I was billed for $more without an explanation Notice of increase was posted to customer’s online account for a period of days prior to renewal date They offer a day cancellation period since they charged me days after the supposed renewal date, I only got 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 requesting refund for services which renewed As a courtesy we amended this and offered a pro-rated refund of $to her credit card on file Unless customers dig through their website, click the terms&services link (which the font is less than 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 the customer service mentioned that I should have received a notice via email but I did notThey 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 when [redacted] contacted our customer care center regarding her issues an exception was made and a pro-rated refund of $was approvedWe are willing to amend this further and offer a full refund of $to be applied back to the credit card Please allow 7-business days to receive
Revdex.com: I have reviewed the response made by the business in reference to complaint ID and would like to note that it is inaccurateWe in fact DID respond to their email and requested cancellation but received no response from themAdditionally, I have not received any official communication from them that my service is cancelledI've checked every email account I have including spam folders and trashI have not received any noticeThe refund did appear in my account however, so from that perspective this resolution is satisfactory to me I can't help but be concerned that we'll be doing this again a year from now though Regards, [redacted]
Per terms and conditions (T&C’s) which were agreed to upon activation, at the end of your Initial Plan Term the Annual Prepaid Plan automatically renewed for additional one year termThe T&C’s indicate Pre-paid Service Plan fees are non-refundable unless we are notified in writing to cancel the service days prior to your renewal dateWe have no record of your request to deactivate your services in August, therefore services remained active and additional charges were incurredAlthough we were not able to find you cancelation request in our archives we will apply a full refund to your credit card on file Please allow 7-business days for refund to post to your credit card
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] ***
[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 made by the business in reference to complaint ID 12284608, and find that this resolution is satisfactory to me Regards, [redacted]
As the customers contract renewed on 07/12/and contact was established on 09/13/2017, months SPOT agrees to refund as requestedThis is an exceptional circumstance that SPOT concedes due to the customer's declining health and limited income as stated within his complaintA refund has been submitted and will be processed completely within business days Sincerely, Customer Relations Management
Hello [redacted] originally activated his Spot device on May and deactivated his subscription on May of He then reactivated the Spot device on October 03, and asked to deactivate on October 10, Considering the age of the device and the description of the complaint from the customer, we offered to replace his device withour most updated product but [redacted] was not willing to accept our offer We normally do not offer replacements unless the customer has opted for our Product Replacement Plan, but in this case we made an exception.According to the usage report MrGuerrero used his device from 10/3/thru 10/08/and requested deactivation and refund on 10/10/ Per our terms & Condition policy that MrGuerrero agreed upon, he does notqualify for a refundPlease let us know if you need further clarificationSincerely Ernesto A***Customer Relations Manager
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 $for this 2017/year and will have the option of renewing next yearconfirmation number [redacted] Regards, [redacted]
The customer has been refunded the full price she paidPlease find below the refund receiptWe reach out to the customer to apologize and see what else we can assist with [redacted] [redacted] [redacted] [redacted] Transaction Date 08/07/16:22:EDT Transaction Reference Number [TxRefNum] [redacted]
Based on the initial information received we were unable to locate an account We have reached out to the customer requesting more information so we may properly research
Mr [redacted] , account number [redacted] contacted us again on 10/17/and accepted our offer to send him a brand new Gen unit free of charge to replace his defective Spot Gen This complaint has been resolved Mr [redacted] no longer wants his services deactivated or refundedThanks Nathalie ***Customer Relations Manager###-###-####N [redacted]
[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 LLCregarding complaint ID Regards, [redacted] ***
First, please note that Mr [redacted] SPOT service was deactivated as requested.Below is a summary of events associated with the complaint from the customer The exchanges described below between the customer and SPOT occurred via email On 01.14.2016, the customer activated his SPOT device by committing to a months terms agreement He opted for the monthly payment arrangement (x $11.98).On 08.01.2016, the customer sent an email to SPOT requesting the cancellation of his SPOT service On 08.03.2016, it was reminded to the customer that his SPOT service is part of a months agreement and, by deactivating prior to the agreed terms, additional fees will be incurred As a gesture of goodwill, a credit matching monthly payments was also offered to him.On 08.03.2016, the customer declined SPOT goodwill offer and requested to cancel the service.On 08.03.2016, we asked the customer to confirm that he allows SPOT to charge him the additional fees led by the early deactivation of the service.On 08.03.2016, the customer reiterated his request to deactivate and indicated that he did not consent to have his credit card charged.On 08.04.2016, we informed the customer that his service has been deactivated As of today, the amount due by the customer has not been received yet We will keep communicating with him in order to come to an understanding regarding the unpaid fees
Customer has been with service subscription since March of Customer has been renewed each year with the company since activationIn order to activate the customer has to agree with the policies set forth by SPOTThese policies are presented to the customer prior to completing the activation of servicesThe policies state the process to which the customer would follow to cancel services, from Terms and Conditions, " 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 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 placeRenewal 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 areSpot has a grace period from renewal of services, this customers services renewed on 03/19/2017, until of days past the payment's posted date within he customer's account to cancel and receive a full refundFrom Terms and Conditions," 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 exist, or (ii) you cancel your Service Plan under Section 3.4, provided none of the causes for termination under Section 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