Initial Business Response / [redacted] (1000, 10, 2015/01/07) */ Received response via email: Support.com provides remote technical support to consumers over the internetPrior to engaging in such support services, customers are required to agree to the Terms of Service shown at http://corp.support.com/legal/service-tc/ and the Privacy Policy shown at http://corp.support.com/legal/site-privacy-policy/ As described in the Terms of Service, Support.com installs tools on customer devices in order to deliver the intended servicesAll such tools and related files may be removed from the customer's device, including by our service delivery agents or directly by the customer On or about 9/10/2014, Mr [redacted] subscribed to the Support.com Family Plan (see: https://secure.support.com/order/details/family-subscription-monthly)As seen in the Terms of Service, this subscription has a 6-month minimum commitmentPer the agreed terms, Mr [redacted] ' subscription was successfully auto-renewed on 10/10/and 11/10/2014; however, when Support.com attempted auto-renew the subscription on 12/10/2014, the payment method was declined and Support.com has been unable to collect further amounts owed under the terms of the subscription Support.com delivered services under the above-referenced Family Plan on 9/11/2014, 9/12/2014, 10/2/2014, 10/4/2014, 10/9/2014, 10/10/2014, 10/14/2014, 10/20/2014, 10/21/2014, 10/22/2014, 10/24/2014, 10/26/2014, 10/27/2014, 10/30/2014, 11/10/2014, 11/19/and 11/23/for matters including screen display setup, email account issues, third-party software installation, third-party software updates, system optimization, system customization, malware removal, file conversions, hard drive issues, peripheral device issues, and general technical inquiriesCustomer satisfaction surveys with perfect scores were provided in response to services delivered As described in the Terms of Service, Support.com honors cancellation requests submitted within days following purchaseConsidering the volume of services delivered under the subscription since September 2014, Support.com is unable to process the requested refund Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/01/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) that was not part of agreement they can also access my pc without my premision Final Business Response / [redacted] (4000, 14, 2015/01/12) */ As provided in the initial response, the agreement is available at the following URL http://corp.support.com/legal/service-tc/The terms of the agreement cover the contractual term, refund policy and user consents regarding installed tools Support.com cannot access customer devices without the explicit permission of the customerFurther, as long as a connection is established between Support.com and a customer device, a conspicuous toolbar remains on top of all other windows to indicate that there is a live connectionIf the customer closes the toolbar, the connection is immediately terminated Support.com has complied with all the terms of the agreement with Mr [redacted] and provided many hours of successful support services over the period of the subscription
Initial Business Response / [redacted] (1000, 5, 2014/03/11) */ Contact Name and Title: [redacted] ***, Sr Paralegal Contact Phone: XXX-XXX-XXXX Contact Email: ***@support.com Support.com, Inc. (NASDAQ: SPRT) provides premium remote technology support services to consumers on behalf of Comcast. While... Support.com has provided services to Mr. [redacted] , we have no record of receiving any payments from him at this time. On 2/2/2012, Mr. [redacted] contacted Support.com, but he ultimately chose to address his technology issue himself rather than to pay Support.com for services. On 8/25/2013, Mr. [redacted] contacted Support.com regarding network connectivity and peripheral device issues. In order to receive services, Mr. [redacted] enrolled in a Wireless Networking and Computer Peripherals membership for $9.95 per month, plus $39.00 setup fee. Our records show that the initial charge of $48.95 is still pending in our system and Mr. [redacted] 's membership was cancelled after 90 days of non-payment. Support.com is not in receipt of any amounts to refund to Mr. [redacted] . Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/03/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I believe that Support.com has confused me with a different Mr. [redacted] because I have not had any contact with them until February 2014. I had never even heard of them until this year. I have not enrolled in any service by them and never will. I do not understand their response!! And I did receive an email from them that confirmed my refund, so the matter has been resolved. But, I do not know ANYTHING about the issues that they responded to the BBB about. I have checked with my bank and the PENDING amount to Support.com has been cancelled by Support.com. So as far as I am concerned, the matter is closed. Thank You. Final Business Response / [redacted] (4000, 9, 2014/03/21) */ The consumer response states, "...the matter has been resolved." I'm not aware of any outstanding items relating to this matter at this time. Please let me know if anything more is needed. Thanks.
Initial Business Response / [redacted] (1000, 5, 2014/05/13) */ Contact Name and Title: [redacted] ***, Paralegal Contact Phone: XXX-XXX-XXXX Contact Email: ***@support.com Customer support for data backup services is provided via our online Customer Support Request ticketing system available at [redacted] Pursuant to the customer's present request, the subscription has been canceled and a refund has been processed in the amount of $
Initial Business Response /* (1000, 5, 2014/12/09) */
A refund request for this matter was submitted on 12/4/and has since been approved and paidThe customer's desired resolution has been met
Initial Business Response /* (1000, 11, 2014/10/16) */
Received response via email:
On 6/10/2014, Mr*** purchased the downloadable software product SUPERAntiSpyware from Support.com
On 6/11/2014, Mr*** contacted customer support and stated that he was unable to download the
purchased softwareA series of email exchanges followed, ending with an email from customer support on 6/12/2014, which points out that a firewall or antivirus program on the end user device may be preventing the download and that temporarily disabling such programs may allow the download to start
The next communication that I see in our records is that Mr*** requested a refund on 7/14/and the request was fulfilled by customer service that same dayIt appears that a refund has already been processed for this purchase
Thank you,
*** ***
I had a wonderful experience with staff at this company I was having major issues and they were so helpful--they walked me through everything and made sure I understood what was going on Thank goodness my local internet provider has partnered with this company
Customer service does not existsI twice tried to download a program
and their system stoped working after taking credit card information
I registered a complaint in their system hours after the incidentThey asked
that I give them more informationI incurred the expense of stopping
all payments to ***
Initial Business Response /* (4000, 11, 2015/02/12) */
Ms*** first contacted Support.com after she had replaced her hard drive and she was seeking help with restoring her Microsoft Outlook files from cloud storageThe Support.com technician completed the requested service and Ms
*** verified that the requested Outlook files had been successfully restoredThe next day, Ms*** called back stating that the Outlook files were no longer there, following a system rebootAfter some investigation, the Support.com technician determined that Ms***'s Windows user profile had been corrupted and the profile could no longer access various files, including the previously restored Outlook files
Ms*** and the Support.com technician agreed that the best course of resolution would be for Ms*** to contact Lenovo, her PC manufacturer who had recently replaced her hard drive, in order to resolve the corrupted Windows user profile issueThe Support.com technician also initiated a full refund of all amounts paid to Support.com, which was successfully processed on February 3,
Support.com did not force Ms*** to repair the hard drive of her PC, as alleged in the consumer's original complaintSuch action had already been taken prior to Ms***'s first contact with Support.comThe services delivered by Support.com included downloading Ms***'s Outlook files from cloud storage and restoring them to her Outlook clientSuch services were delivered successfully and would not have affected her Windows user profileAlthough no error by Support.com appears to have occurred in this matter, as a courtesy Support.com has refunded all fees to Ms***Support.com maintains that its services did not cause the problems experienced by Ms*** and no amounts are payable by Support.com to Ms*** for any time or materials
Initial Consumer Rebuttal /* (2000, 13, 2015/02/19) */
I was refunded
Jackie ***
Initial Business Response /* (1000, 5, 2015/02/24) */
Contact Name and Title: *** ***, Paralegal
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@support.com
Ms*** was a Support.com customer with a Monthly Personal Plan subscription during February through January Such
subscription auto-renewed each month until it was canceled at Ms***'s requestMs*** then began an Annual Personal Plan subscription on February 2014, which auto-renewed on February Information for each subscription plan can be seen here: http://www.support.com/pcsupport/services/subscriptionplans
The Terms of Service available from the subscription order page and from the footer of the Support.com web site (http://www.support.com/pcsupport/services/subscriptionplans) specifies that subscriptions automatically renew until canceled by the customer, as Ms*** had done with her first subscriptionAlso, as a courtesy, Support.com customarily sends advance notice of upcoming auto-renewals via email; however, Ms*** claims that she did not receive such notice for the most recent renewal
On February 2015, Ms*** called Support.com to turn off future auto-renewals, which was successfully processedIn reviewing the call recording, I note that later in the call, Ms*** also requested a refund of the renewal fee, but the Support.com technician did not appear to hear such request and the matter was not addressed by the technician on the call or in the ticket notes
On February 2015, in response to a negative experience rating provided by Ms***, a Support.com supervisor called Ms***'s phone number and left a voice message with direct contact informationSupport.com did not hear back from Ms*** following the voice messageConsidering the proximity to the renewal date and the fact that Ms*** had not used the services since the renewal date, it would have been routine for Support.com to process a full refund of the renewal amount upon request
On behalf of Ms***, today I submitted a request for a full refund of the February renewal fee
Initial Consumer Rebuttal /* (2000, 7, 2015/02/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, I am completely satisfied with the way my complaint was handledI actually withdrew this complaint to the Revdex.com on Feb in an email to the Dispute Resolution Specialist on the fileI would prefer that the complaint be stricken from the record
Initial Business Response /* (1000, 5, 2014/03/11) */
Contact Name and Title: [redacted], Sr Paralegal
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@support.com
Support.com, Inc. (NASDAQ: SPRT) provides premium remote technology support services to consumers on behalf of Comcast. While...
Support.com has provided services to Mr. [redacted], we have no record of receiving any payments from him at this time.
On 2/2/2012, Mr. [redacted] contacted Support.com, but he ultimately chose to address his technology issue himself rather than to pay Support.com for services.
On 8/25/2013, Mr. [redacted] contacted Support.com regarding network connectivity and peripheral device issues. In order to receive services, Mr. [redacted] enrolled in a Wireless Networking and Computer Peripherals membership for $9.95 per month, plus $39.00 setup fee. Our records show that the initial charge of $48.95 is still pending in our system and Mr. [redacted]'s membership was cancelled after 90 days of non-payment.
Support.com is not in receipt of any amounts to refund to Mr. [redacted].
Initial Consumer Rebuttal /* (3000, 7, 2014/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe that Support.com has confused me with a different Mr. [redacted] because I have not had any contact with them until February 2014. I had never even heard of them until this year. I have not enrolled in any service by them and never will. I do not understand their response!! And I did receive an email from them that confirmed my refund, so the matter has been resolved. But, I do not know ANYTHING about the issues that they responded to the Revdex.com about. I have checked with my bank and the PENDING amount to Support.com has been cancelled by Support.com. So as far as I am concerned, the matter is closed. Thank You.
Final Business Response /* (4000, 9, 2014/03/21) */
The consumer response states, "...the matter has been resolved." I'm not aware of any outstanding items relating to this matter at this time. Please let me know if anything more is needed. Thanks.
Initial Business Response /* (1000, 9, 2014/11/17) */
Received response via email:
I submitted a cancellation request to our call center on behalf of Mr. [redacted]. He should not see any further subscription charges.
Thanks,
[redacted]
Initial Business Response /* (1000, 5, 2014/05/13) */
Contact Name and Title: [redacted], Paralegal
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@support.com
Customer support for data backup services is provided via our online Customer Support Request ticketing system available at...
[redacted]
Pursuant to the customer's present request, the subscription has been canceled and a refund has been processed in the amount of $7.55.
Initial Business Response /* (1000, 5, 2015/07/30) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@support.com
Customer signed up for a Support.com remote tech support subscription on 12/12/2013 using a referral discount that waived the setup fee...
($79.00) and the first month's subscription fee ($14.95). The subscription successfully auto-renewed on 1/12/2014 for $14.95, but the payment card on file was declined the following month and we were not able to successfully process payment for the 2/12/2014 renewal until 2/27/2014 when the customer provided updated payment information.
Subscription auto-renewals were then successfully processed on 3/12/2014 and 4/12/2014 and services were successfully delivered to the customer under the subscription on 2/28/2014 and 3/12/2014. Payment was again declined for the 5/12/2014 renewal, but was successfully processed on 5/13/2014. The customer's subscription auto-renewed without issue during 6/12/2014 through 5/12/2015 and services were successfully delivered to the customer on multiple occasions during this time.
Payment for the subscription auto-renewal was again declined on 6/12/2015 and we were not able to process payment for the subscription until 7/26/2015. The following day (7/27/2015), the customer called Support.com and cancelled the subscription. On the same day (7/27/2015), Support.com processed a refund for the last two months of subscription fees, totaling $29.90.
As stated above, payment was not received for the customer's subscription renewals on past occasions, but the subscription continued and services were delivered at the customer's request under the subscription once payment was successfully processed. Further, the Terms and Conditions of the subscription state, "You must contact Support.com if You do not wish to renew Your Subscription Service; if You do not contact Support.com, the Subscription Service that You selected will automatically renew for the same subscription duration that You initially selected, at Support.com's then-applicable fees." (see http://corp.support.com/legal/service-terms-conditions/).
The customer successfully cancelled the subscription on the date of the present Revdex.com complaint, and Support.com processed a courtesy refund of two months' subscription fees on the same date. Support.com does not intend to process any further refunds for this subscription.
Support.com does not listen to the Cosumer at all, plus when I told them to cancel my account last week they did not. Called Yesterday when I seen it was pending and I recalled yesterday and had to call again today cause they do not listen and they o not fix PC problems the right way to start they do it partially to keep you as a customer.
Initial Business Response /* (1000, 10, 2015/01/16) */
Received the response via email:
The charge of $20.01 was for the renewal of Mr. [redacted]'s ARO 2014 software subscription. Pursuant to the present complaint, a refund order was submitted today (1/6/2015) and the software...
Initial Business Response /* (1000, 10, 2015/01/07) */
Received response via email:
Support.com provides remote technical support to consumers over the internet. Prior to engaging in such support services, customers are required to agree to the Terms of Service shown at...
http://corp.support.com/legal/service-tc/ and the Privacy Policy shown at http://corp.support.com/legal/site-privacy-policy/.
As described in the Terms of Service, Support.com installs tools on customer devices in order to deliver the intended services. All such tools and related files may be removed from the customer's device, including by our service delivery agents or directly by the customer.
On or about 9/10/2014, Mr. [redacted] subscribed to the Support.com Family Plan (see: https://secure.support.com/order/details/family-subscription-monthly). As seen in the Terms of Service, this subscription has a 6-month minimum commitment. Per the agreed terms, Mr. [redacted]' subscription was successfully auto-renewed on 10/10/2014 and 11/10/2014; however, when Support.com attempted auto-renew the subscription on 12/10/2014, the payment method was declined and Support.com has been unable to collect further amounts owed under the terms of the subscription.
Support.com delivered services under the above-referenced Family Plan on 9/11/2014, 9/12/2014, 10/2/2014, 10/4/2014, 10/9/2014, 10/10/2014, 10/14/2014, 10/20/2014, 10/21/2014, 10/22/2014, 10/24/2014, 10/26/2014, 10/27/2014, 10/30/2014, 11/10/2014, 11/19/2014 and 11/23/2014 for matters including screen display setup, email account issues, third-party software installation, third-party software updates, system optimization, system customization, malware removal, file conversions, hard drive issues, peripheral device issues, and general technical inquiries. Customer satisfaction surveys with perfect scores were provided in response to services delivered.
As described in the Terms of Service, Support.com honors cancellation requests submitted within 5 days following purchase. Considering the volume of services delivered under the subscription since September 2014, Support.com is unable to process the requested refund.
Initial Consumer Rebuttal /* (3000, 12, 2015/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
that was not part of agreement they can also access my pc without my premision
Final Business Response /* (4000, 14, 2015/01/12) */
As provided in the initial response, the agreement is available at the following URL http://corp.support.com/legal/service-tc/. The terms of the agreement cover the contractual term, refund policy and user consents regarding installed tools.
Support.com cannot access customer devices without the explicit permission of the customer. Further, as long as a connection is established between Support.com and a customer device, a conspicuous toolbar remains on top of all other windows to indicate that there is a live connection. If the customer closes the toolbar, the connection is immediately terminated.
Support.com has complied with all the terms of the agreement with Mr. [redacted] and provided many hours of successful support services over the period of the subscription.
This company planted malware on my computer, under the guise of free malware,
which can't be removed. I am talking specifically about their Aro products. Their disgusting malware still pops up on my PC years after having uninstalled it as a program. I have taken CPU in to have it professionally wiped clean and it still remain.
I would never buy any of their products.
Initial Business Response / [redacted] (1000, 10, 2015/01/07) */ Received response via email: Support.com provides remote technical support to consumers over the internetPrior to engaging in such support services, customers are required to agree to the Terms of Service shown at http://corp.support.com/legal/service-tc/ and the Privacy Policy shown at http://corp.support.com/legal/site-privacy-policy/ As described in the Terms of Service, Support.com installs tools on customer devices in order to deliver the intended servicesAll such tools and related files may be removed from the customer's device, including by our service delivery agents or directly by the customer On or about 9/10/2014, Mr [redacted] subscribed to the Support.com Family Plan (see: https://secure.support.com/order/details/family-subscription-monthly)As seen in the Terms of Service, this subscription has a 6-month minimum commitmentPer the agreed terms, Mr [redacted] ' subscription was successfully auto-renewed on 10/10/and 11/10/2014; however, when Support.com attempted auto-renew the subscription on 12/10/2014, the payment method was declined and Support.com has been unable to collect further amounts owed under the terms of the subscription Support.com delivered services under the above-referenced Family Plan on 9/11/2014, 9/12/2014, 10/2/2014, 10/4/2014, 10/9/2014, 10/10/2014, 10/14/2014, 10/20/2014, 10/21/2014, 10/22/2014, 10/24/2014, 10/26/2014, 10/27/2014, 10/30/2014, 11/10/2014, 11/19/and 11/23/for matters including screen display setup, email account issues, third-party software installation, third-party software updates, system optimization, system customization, malware removal, file conversions, hard drive issues, peripheral device issues, and general technical inquiriesCustomer satisfaction surveys with perfect scores were provided in response to services delivered As described in the Terms of Service, Support.com honors cancellation requests submitted within days following purchaseConsidering the volume of services delivered under the subscription since September 2014, Support.com is unable to process the requested refund Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/01/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) that was not part of agreement they can also access my pc without my premision Final Business Response / [redacted] (4000, 14, 2015/01/12) */ As provided in the initial response, the agreement is available at the following URL http://corp.support.com/legal/service-tc/The terms of the agreement cover the contractual term, refund policy and user consents regarding installed tools Support.com cannot access customer devices without the explicit permission of the customerFurther, as long as a connection is established between Support.com and a customer device, a conspicuous toolbar remains on top of all other windows to indicate that there is a live connectionIf the customer closes the toolbar, the connection is immediately terminated Support.com has complied with all the terms of the agreement with Mr [redacted] and provided many hours of successful support services over the period of the subscription
Initial Business Response / [redacted] (1000, 5, 2014/03/11) */ Contact Name and Title: [redacted] ***, Sr Paralegal Contact Phone: XXX-XXX-XXXX Contact Email: ***@support.com Support.com, Inc. (NASDAQ: SPRT) provides premium remote technology support services to consumers on behalf of Comcast. While... Support.com has provided services to Mr. [redacted] , we have no record of receiving any payments from him at this time. On 2/2/2012, Mr. [redacted] contacted Support.com, but he ultimately chose to address his technology issue himself rather than to pay Support.com for services. On 8/25/2013, Mr. [redacted] contacted Support.com regarding network connectivity and peripheral device issues. In order to receive services, Mr. [redacted] enrolled in a Wireless Networking and Computer Peripherals membership for $9.95 per month, plus $39.00 setup fee. Our records show that the initial charge of $48.95 is still pending in our system and Mr. [redacted] 's membership was cancelled after 90 days of non-payment. Support.com is not in receipt of any amounts to refund to Mr. [redacted] . Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/03/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I believe that Support.com has confused me with a different Mr. [redacted] because I have not had any contact with them until February 2014. I had never even heard of them until this year. I have not enrolled in any service by them and never will. I do not understand their response!! And I did receive an email from them that confirmed my refund, so the matter has been resolved. But, I do not know ANYTHING about the issues that they responded to the BBB about. I have checked with my bank and the PENDING amount to Support.com has been cancelled by Support.com. So as far as I am concerned, the matter is closed. Thank You. Final Business Response / [redacted] (4000, 9, 2014/03/21) */ The consumer response states, "...the matter has been resolved." I'm not aware of any outstanding items relating to this matter at this time. Please let me know if anything more is needed. Thanks.
Initial Business Response / [redacted] (1000, 5, 2014/05/13) */ Contact Name and Title: [redacted] ***, Paralegal Contact Phone: XXX-XXX-XXXX Contact Email: ***@support.com Customer support for data backup services is provided via our online Customer Support Request ticketing system available at [redacted] Pursuant to the customer's present request, the subscription has been canceled and a refund has been processed in the amount of $
Initial Business Response /* (1000, 5, 2014/12/09) */
A refund request for this matter was submitted on 12/4/and has since been approved and paidThe customer's desired resolution has been met
Initial Business Response /* (1000, 11, 2014/10/16) */
Received response via email:
On 6/10/2014, Mr*** purchased the downloadable software product SUPERAntiSpyware from Support.com
On 6/11/2014, Mr*** contacted customer support and stated that he was unable to download the
purchased softwareA series of email exchanges followed, ending with an email from customer support on 6/12/2014, which points out that a firewall or antivirus program on the end user device may be preventing the download and that temporarily disabling such programs may allow the download to start
The next communication that I see in our records is that Mr*** requested a refund on 7/14/and the request was fulfilled by customer service that same dayIt appears that a refund has already been processed for this purchase
Thank you,
*** ***
I had a wonderful experience with staff at this company I was having major issues and they were so helpful--they walked me through everything and made sure I understood what was going on Thank goodness my local internet provider has partnered with this company
Customer service does not existsI twice tried to download a program
and their system stoped working after taking credit card information
I registered a complaint in their system hours after the incidentThey asked
that I give them more informationI incurred the expense of stopping
all payments to ***
Initial Business Response /* (4000, 11, 2015/02/12) */
Ms*** first contacted Support.com after she had replaced her hard drive and she was seeking help with restoring her Microsoft Outlook files from cloud storageThe Support.com technician completed the requested service and Ms
*** verified that the requested Outlook files had been successfully restoredThe next day, Ms*** called back stating that the Outlook files were no longer there, following a system rebootAfter some investigation, the Support.com technician determined that Ms***'s Windows user profile had been corrupted and the profile could no longer access various files, including the previously restored Outlook files
Ms*** and the Support.com technician agreed that the best course of resolution would be for Ms*** to contact Lenovo, her PC manufacturer who had recently replaced her hard drive, in order to resolve the corrupted Windows user profile issueThe Support.com technician also initiated a full refund of all amounts paid to Support.com, which was successfully processed on February 3,
Support.com did not force Ms*** to repair the hard drive of her PC, as alleged in the consumer's original complaintSuch action had already been taken prior to Ms***'s first contact with Support.comThe services delivered by Support.com included downloading Ms***'s Outlook files from cloud storage and restoring them to her Outlook clientSuch services were delivered successfully and would not have affected her Windows user profileAlthough no error by Support.com appears to have occurred in this matter, as a courtesy Support.com has refunded all fees to Ms***Support.com maintains that its services did not cause the problems experienced by Ms*** and no amounts are payable by Support.com to Ms*** for any time or materials
Initial Consumer Rebuttal /* (2000, 13, 2015/02/19) */
I was refunded
Jackie ***
Initial Business Response /* (1000, 5, 2015/02/24) */
Contact Name and Title: *** ***, Paralegal
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@support.com
Ms*** was a Support.com customer with a Monthly Personal Plan subscription during February through January Such
subscription auto-renewed each month until it was canceled at Ms***'s requestMs*** then began an Annual Personal Plan subscription on February 2014, which auto-renewed on February Information for each subscription plan can be seen here: http://www.support.com/pcsupport/services/subscriptionplans
The Terms of Service available from the subscription order page and from the footer of the Support.com web site (http://www.support.com/pcsupport/services/subscriptionplans) specifies that subscriptions automatically renew until canceled by the customer, as Ms*** had done with her first subscriptionAlso, as a courtesy, Support.com customarily sends advance notice of upcoming auto-renewals via email; however, Ms*** claims that she did not receive such notice for the most recent renewal
On February 2015, Ms*** called Support.com to turn off future auto-renewals, which was successfully processedIn reviewing the call recording, I note that later in the call, Ms*** also requested a refund of the renewal fee, but the Support.com technician did not appear to hear such request and the matter was not addressed by the technician on the call or in the ticket notes
On February 2015, in response to a negative experience rating provided by Ms***, a Support.com supervisor called Ms***'s phone number and left a voice message with direct contact informationSupport.com did not hear back from Ms*** following the voice messageConsidering the proximity to the renewal date and the fact that Ms*** had not used the services since the renewal date, it would have been routine for Support.com to process a full refund of the renewal amount upon request
On behalf of Ms***, today I submitted a request for a full refund of the February renewal fee
Initial Consumer Rebuttal /* (2000, 7, 2015/02/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, I am completely satisfied with the way my complaint was handledI actually withdrew this complaint to the Revdex.com on Feb in an email to the Dispute Resolution Specialist on the fileI would prefer that the complaint be stricken from the record
Initial Business Response /* (1000, 5, 2014/03/11) */
Contact Name and Title: [redacted], Sr Paralegal
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@support.com
Support.com, Inc. (NASDAQ: SPRT) provides premium remote technology support services to consumers on behalf of Comcast. While...
Support.com has provided services to Mr. [redacted], we have no record of receiving any payments from him at this time.
On 2/2/2012, Mr. [redacted] contacted Support.com, but he ultimately chose to address his technology issue himself rather than to pay Support.com for services.
On 8/25/2013, Mr. [redacted] contacted Support.com regarding network connectivity and peripheral device issues. In order to receive services, Mr. [redacted] enrolled in a Wireless Networking and Computer Peripherals membership for $9.95 per month, plus $39.00 setup fee. Our records show that the initial charge of $48.95 is still pending in our system and Mr. [redacted]'s membership was cancelled after 90 days of non-payment.
Support.com is not in receipt of any amounts to refund to Mr. [redacted].
Initial Consumer Rebuttal /* (3000, 7, 2014/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe that Support.com has confused me with a different Mr. [redacted] because I have not had any contact with them until February 2014. I had never even heard of them until this year. I have not enrolled in any service by them and never will. I do not understand their response!! And I did receive an email from them that confirmed my refund, so the matter has been resolved. But, I do not know ANYTHING about the issues that they responded to the Revdex.com about. I have checked with my bank and the PENDING amount to Support.com has been cancelled by Support.com. So as far as I am concerned, the matter is closed. Thank You.
Final Business Response /* (4000, 9, 2014/03/21) */
The consumer response states, "...the matter has been resolved." I'm not aware of any outstanding items relating to this matter at this time. Please let me know if anything more is needed. Thanks.
Initial Business Response /* (1000, 9, 2014/11/17) */
Received response via email:
I submitted a cancellation request to our call center on behalf of Mr. [redacted]. He should not see any further subscription charges.
Thanks,
[redacted]
Initial Business Response /* (1000, 5, 2014/05/13) */
Contact Name and Title: [redacted], Paralegal
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@support.com
Customer support for data backup services is provided via our online Customer Support Request ticketing system available at...
[redacted]
Pursuant to the customer's present request, the subscription has been canceled and a refund has been processed in the amount of $7.55.
Initial Business Response /* (1000, 5, 2015/07/30) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@support.com
Customer signed up for a Support.com remote tech support subscription on 12/12/2013 using a referral discount that waived the setup fee...
($79.00) and the first month's subscription fee ($14.95). The subscription successfully auto-renewed on 1/12/2014 for $14.95, but the payment card on file was declined the following month and we were not able to successfully process payment for the 2/12/2014 renewal until 2/27/2014 when the customer provided updated payment information.
Subscription auto-renewals were then successfully processed on 3/12/2014 and 4/12/2014 and services were successfully delivered to the customer under the subscription on 2/28/2014 and 3/12/2014. Payment was again declined for the 5/12/2014 renewal, but was successfully processed on 5/13/2014. The customer's subscription auto-renewed without issue during 6/12/2014 through 5/12/2015 and services were successfully delivered to the customer on multiple occasions during this time.
Payment for the subscription auto-renewal was again declined on 6/12/2015 and we were not able to process payment for the subscription until 7/26/2015. The following day (7/27/2015), the customer called Support.com and cancelled the subscription. On the same day (7/27/2015), Support.com processed a refund for the last two months of subscription fees, totaling $29.90.
As stated above, payment was not received for the customer's subscription renewals on past occasions, but the subscription continued and services were delivered at the customer's request under the subscription once payment was successfully processed. Further, the Terms and Conditions of the subscription state, "You must contact Support.com if You do not wish to renew Your Subscription Service; if You do not contact Support.com, the Subscription Service that You selected will automatically renew for the same subscription duration that You initially selected, at Support.com's then-applicable fees." (see http://corp.support.com/legal/service-terms-conditions/).
The customer successfully cancelled the subscription on the date of the present Revdex.com complaint, and Support.com processed a courtesy refund of two months' subscription fees on the same date. Support.com does not intend to process any further refunds for this subscription.
Support.com does not listen to the Cosumer at all, plus when I told them to cancel my account last week they did not. Called Yesterday when I seen it was pending and I recalled yesterday and had to call again today cause they do not listen and they o not fix PC problems the right way to start they do it partially to keep you as a customer.
Initial Business Response /* (1000, 10, 2015/01/16) */
Received the response via email:
The charge of $20.01 was for the renewal of Mr. [redacted]'s ARO 2014 software subscription. Pursuant to the present complaint, a refund order was submitted today (1/6/2015) and the software...
subscription has been canceled.
Initial Business Response /* (1000, 10, 2015/01/07) */
Received response via email:
Support.com provides remote technical support to consumers over the internet. Prior to engaging in such support services, customers are required to agree to the Terms of Service shown at...
http://corp.support.com/legal/service-tc/ and the Privacy Policy shown at http://corp.support.com/legal/site-privacy-policy/.
As described in the Terms of Service, Support.com installs tools on customer devices in order to deliver the intended services. All such tools and related files may be removed from the customer's device, including by our service delivery agents or directly by the customer.
On or about 9/10/2014, Mr. [redacted] subscribed to the Support.com Family Plan (see: https://secure.support.com/order/details/family-subscription-monthly). As seen in the Terms of Service, this subscription has a 6-month minimum commitment. Per the agreed terms, Mr. [redacted]' subscription was successfully auto-renewed on 10/10/2014 and 11/10/2014; however, when Support.com attempted auto-renew the subscription on 12/10/2014, the payment method was declined and Support.com has been unable to collect further amounts owed under the terms of the subscription.
Support.com delivered services under the above-referenced Family Plan on 9/11/2014, 9/12/2014, 10/2/2014, 10/4/2014, 10/9/2014, 10/10/2014, 10/14/2014, 10/20/2014, 10/21/2014, 10/22/2014, 10/24/2014, 10/26/2014, 10/27/2014, 10/30/2014, 11/10/2014, 11/19/2014 and 11/23/2014 for matters including screen display setup, email account issues, third-party software installation, third-party software updates, system optimization, system customization, malware removal, file conversions, hard drive issues, peripheral device issues, and general technical inquiries. Customer satisfaction surveys with perfect scores were provided in response to services delivered.
As described in the Terms of Service, Support.com honors cancellation requests submitted within 5 days following purchase. Considering the volume of services delivered under the subscription since September 2014, Support.com is unable to process the requested refund.
Initial Consumer Rebuttal /* (3000, 12, 2015/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
that was not part of agreement they can also access my pc without my premision
Final Business Response /* (4000, 14, 2015/01/12) */
As provided in the initial response, the agreement is available at the following URL http://corp.support.com/legal/service-tc/. The terms of the agreement cover the contractual term, refund policy and user consents regarding installed tools.
Support.com cannot access customer devices without the explicit permission of the customer. Further, as long as a connection is established between Support.com and a customer device, a conspicuous toolbar remains on top of all other windows to indicate that there is a live connection. If the customer closes the toolbar, the connection is immediately terminated.
Support.com has complied with all the terms of the agreement with Mr. [redacted] and provided many hours of successful support services over the period of the subscription.
This company planted malware on my computer, under the guise of free malware,
which can't be removed. I am talking specifically about their Aro products. Their disgusting malware still pops up on my PC years after having uninstalled it as a program. I have taken CPU in to have it professionally wiped clean and it still remain.
I would never buy any of their products.