LogMeIn, Inc.

The issue was not resolved in the way that I would have liked it to have been resolved, nor was the whole situation handled in a professional way, in the least, however in the end they gave me a decent option, however at this point since I was forced to find another product and am already paying for their solution is not acceptable
Regards,
*** ***

Dear Mr***, Thank you for taking the time to reach out to us regarding our Rescue product and your account with us. While it’s never easy to hear critical feedback, we appreciate the opportunity to work together to resolve any issuesWith regards to our Rescue product, we’d really
appreciate the opportunity to learn more about what you are experiencing and help you resolve any issues. We have searched our records since 2009, and while we do see you’ve contacted us times, these calls are mostly account and billing questionsThere have been minimal technical support concerns noted in those calls., and none have reported system crashes Regarding your subscription, first let me start by saying we appreciate that you’ve been a customer of ours for a number of yearsOver these years, you’ve experienced first-hand the additional features we’ve added and the additional value this brings to you as you serve your customersIn reviewing your account pricing, we do see that your tenure is reflective of the reduced price you are currently paying(List price for an annual monthly account is $139, you are only paying $94.39) We understand that business needs do change, and that your account was marked for cancellation at the end of your term with us Your account has auto-renewed (as do all our accounts) each year since 2009, and your subscription will end as of 2/27/We’d like to have a Rescue technician contact you to help us better understand your product concerns, and we will work with you to schedule a call at your convenienceAgain, thank you for your time and for using LogMeIn *** ***Technical Support ManagerLogMeIn

Hello ***,Per our conversation this morning, we were able to reach a mutual agreement and you have been refunded in full Please feel free to reach out if you have any additional questions.Thanks,***

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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Hello [redacted],Thank you for sharing the recent experience you had with a third party using our LogMeIn Rescue product.  We encourage anyone who believes that someone is using LogMeIn software maliciously to report it, as we investigate each claim filed.  We take abuse of our software very...

seriously and would appreciate collecting more information from you in efforts to identify who was attempting to initiate that Rescue session.Please send us details about your experience at https://[redacted] or call us at [redacted] so that we can learn more about your experience and gather any information you may have retained from this third party. Our goal is to identify the third party using LogMeIn Rescue, and to quickly cease any misuse of our product.
[redacted]Technical Support ManagerLogMeIn

Dear Mr. [redacted], Thank you for reaching out to us regarding your account. We would be happy to review your request, but we are unable to find any recent activity under an account with this email address.  Is there another email you use for your LogMeIn account? Do  you remember who...

you spoke with? Any details you can provide us with would be greatly appreciated.Regards, [redacted]
Sr User Services ManagerLogMeIn

Dear Mr. [redacted],Thank you for bringing this matter to our attention. In reviewing your account (see attached), we do not see where you were charged $699 for your Pro for Individuals subscription. Yes, our prices have increased over the years, but initially you purchased at an introductory rate of $49,...

and your latest subscription price was $249 (which now includes 2 seats of Pro). We notify customers in our terms and conditions that prices are subject to change, and I'm sure you can appreciate that we have added value to the product by adding and enhancing features over the years.  Regarding [redacted], we suggest that you contact them if you still feel that you were charged incorrectly. The other consideration would be if you have more than one LogMeIn account. We would be happy to review that one if you provide us with the email address used. nWe also notify all our customers prior to purchase that we require advance notice for cancellation. That being said, we understand that sometimes things slip through the cracks, and that situations arise where our customers can't reach out to us prior to renewal. We look at each case, and try to balance the needs of the customer with our standard business practices . In your case, since you reached out to us nearly 4 months after the renewal and have used the product in that time, we can only ensure that you are not renewed for next year. Again, thank you for allowing us to better explain this to you, and thank you for being a LogMeIn customer. Regards, [redacted]Sr. Care Manager

Hello,I have connected with [redacted] and we were able to reach a resolution to the initial complaint that was filed.Please let me know if there's any additional information needed.Thanks,[redacted]

Hello [redacted],My name is [redacted], I'm a Manager on our Customer Care team here at LogMeIn.I've taken a look into your account and see that you reached out to us in January of this year, a few months after your subscription renewed with us.  It sounds like you were subscribed to a plan that...

was more than what you needed, and wanted to downgrade.  It looks like that didn't happen, and for that I apologize.  As an act of good faith, I've issued a full refund to your account - please be sure to allow 7-10 business days for this to appear on your statement.If you should still need a more simplified solution that we can help with, we hope you'll still consider us as your provider.Sincerely,[redacted]

No where is it apparent when you "sign in" to the "service" that your subscription has been renewed.  Inasmuch as I have found a new service that actually does a better job than LogMeIn - for free - I'll put this down to experience.  But rest assured, this law firm comes in contact with a lot of other law firms and businesses that use remote log in services and I will be sure to tell everyone I know what a bad experience I've had with this company and it's deceptive sales practices and poor customer service.  Judging by the other posts of read on here and other places, I'm not the only one.  I only with I'd seen these notices first.
Regards,
[redacted]

Revdex.com:
I received confirmation today from my bank that LogMeIn has refunded in full to my credit card the amount charged.  This was my desired outcome.  You may close this case.
Regards,
[redacted]

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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. However, I will also add that if the refund does not arrive in my credit card account within the 7 days mentioned in their response, I will be opening another complaint.
Regards,
[redacted]

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 # [redacted]. Please add your rejection comments below. LogMeIn confirms that the cancellation from my side was correct and the payment was incorrect. This is an important fact.BUT:>A charge back was processed in November 2015 for €343.50
Unfortunately this is not the case. LogMeIn _forced_ a chargeback reverse in december. To the amount is still not paid back to me. You can find a confirmation of the chargeback attached.So I still request that the amout of 343,50 which was charged unjustifiable should be paid back.Thank you and best regards,[redacted] 
Regards,
[redacted]

Hello [redacted],My name is [redacted], I'm a Manager on the Customer Support team here at LogMeIn.  I'm sorry that you feel as though you've been deceived or lied to, and hope to offer some clarity to your concerns.Our subscriptions are set up to auto-renew, in part, to prevent any service...

interruptions.  From what I can tell you've been with us for a few years - when you initially signed up, you authorized us to charge your account when your renewal date occurs unless you reach out and ask to cancel.To reiterate the conversation you had with our team on Tuesday, it looks like you were using the service leading up to your renewal in January. In an attempt to substantiate your claim of cancelling prior to your renewal, I searched through our records and unfortunately came up empty. Unless you can provide us with anything at all showing you reached out to us to cancel, be it an email or any other documentation, unfortunately I'm not able to offer you a refund for the subscription.  I apologize as I recognize this is not the outcome you were looking for.Sincerely,[redacted]

Hello [redacted],My name is [redacted], and I am the Manager at LogMeIn assigned to review your case.I would like to first apologize for your experience with LogMeIn, I will make sure to review your calls and use that opportunity to improve our customer's experience.Also, I have further looked...

into your case, and with the provided information, I have not able to completely verify your purchase, I have found an account that closely match your description, but I want to confirm some details to make sure that I have the right account before moving forward with any cancellations.Could you please confirm the following:- 2016 renewal date? I know the charge was for $149- Last 4 digits of your credit card- Could your billing address be different from [redacted] , CO [redacted]?Once I have this information I should be able to further look into your account.Regards,-[redacted]LogMeIn, Customer Care Manager

Hello [redacted],We have reviewed your account and can confirm that a refund has been approved for the amount of $149.00. Please allow 5-7 business days for the credit to be reflected in your account.If you need further assistance, call us at [redacted] to explore additional options.  Alternately,...

we have online resources available, so feel free to utilize the links below.  Otherwise, a ticket close notification and short survey will be sent to you in a few days.Thank you, [redacted] | User Services Manager (EMEA) LogMeInwww.LogMeIn.com If you need further assistance, call us at ###-###-#### to explore additional options.  Alternately, we have online resources available, so feel free to utilize the links below.  Otherwise, a ticket close notification and short survey will be sent to you in a few days.Thank you, [redacted] | User Services Manager (EMEA) LogMeInwww.LogMeIn.com

Dear [redacted],Thank you for reaching out to us to share your experience. It's never easy for us to hear when we have done a disservice to our customers, but we appreciate that you've given us the opportunity to set things right. After reviewing your case and notes, we have initiated a credit to...

your account in the amount of $93.50. This represents not only covers your request, but also an additional months charge.  We appreciate your business, and again apologize for the service you received from us. Should your needs ever change, we hope that you'll consider us again for your training needs. Regards,[redacted]Senior Manager of Care, LogMeIn

Hey [redacted], My name is [redacted] and I am a Manager at the User Services Department at LogMeIn. I was assigned to review your account. After further investigation, looks like you have contacted your credit card company and a chargeback has been processed, so at this time there is no...

further action I can take for the actual refund. Please let me know if you still have any questions, I would be happy to schedule a phone call and explain anything. Best,-*

Dear Mr. [redacted],Thank you for sharing your experiences with us. While it's never easy to hear when our customers are unhappy with us, we do appreciate the opportunity to respond, educate, and do what's right for our customers. Before a customer makes a purchase with LogMeIn, they agree to our...

terms and conditions. In these, we note that we auto-renew all subscriptions to ensure that their service is seamless. We also note that we do not send out invoices, but that their billing information (including renewal date) is available each time they log in to their accounts. We do ask that all cancellations are made by contacting us via phone, and that as well is in our terms and conditions. As mentioned, we do not have a record of your account being cancelled in 2011. We do, however, have record of a conversation with you on 6/26/2013, in which you asked questions about using a [redacted] phone to connect to your host machine. We also received a survey response back, noting that the interaction raised your satisfaction. Additionally, we do see use of the account this year by [redacted] and [redacted] (37 separate accesses), both of which are users under your master account holder profile.   This being said, we would be happy to cancel your account immediately and refund the 2016 renewal cost of $99. While we understand this is not what you were looking for from us, we feel we are acting in good faith and in line with our terms of use. If there are additional details that you'd like us to consider, we'd be happy to further discuss this with you. Regards, [redacted]Sr. User Services Manager, LogMeIn