LogMeIn, Inc.

Hi [redacted],My name is [redacted], I'm a Manager on our Customer Care team here at LogMeIn.  I've reviewed your account history with us, and then reviewed each interaction you've had with our team.  I can certainly empathize with your request for a refund given your minimal usage of our...

product leading up to your call, however there are a few specifics I'd like to address before we get to the root of your concern.  We notified each customer that would be affected by a price increase, prior to their renewal, so that if they decided it was too expensive for them that they would have enough time to reach out and cancel their subscription.  Additionally, notifying a service provider that you do not intend to continue with an annual subscription four months into the contract would generally not lead to a full refund.As I mentioned, I can understand the frustration of being charged for something you're not using.  As an act of good faith, I'm happy to make an exception and offer you a full refund in the amount of $159.43 - please allow 7-10 business days for this refund to show on your statement.As always, please let us know if you have any other questions or concerns.  I hope that you'll consider doing business with us in the future should your needs change.Sincerely,[redacted]

Hi Mat,I apologize for any confusion and I think a call may better help to clear things up. I can assure you that there were no fraudulent charges, and I would like to walk you through what has occurred on our side. Back in April of 2013, a subscription under [redacted] was requested for...

cancellation, which was done. Months later in September 2013, a subscription was purchased under [redacted]. Please note that if you feel this was not done by you, then that would be something to address with your banking establishment as we do not see signs of foul play on our side. The subscription under [redacted] renewed in 2014, and then again in 2015. Upon receiving your call, there was some initial confusion where the request for the "[redacted].com" was referenced as having been cancelled. For this, I do apologize on behalf of the team as this was a simple misread of the account. After seeing this, our team did reach out to you to explain that we have no record of cancellation request for the [redacted] account (but rather, the [redacted] account) and thus cannot refund back the prior years. As a result of the confusion, we did go ahead and refund the most recent 2015 renewal in full ($179.91+tx), despite our policies, in an effort to do what we could to help make things right for you. Despite the fact that you no longer have use for the services, we do value both past and present customers, so I hope this has cleared a few things up. If you have any questions please feel free to call us as these situations can often be explained better over the phone.Thank you,[redacted]

Hi [redacted],Thank you for reaching out about your recent experience with us. It's never easy to hear when we make our customer's unhappy, but we appreciate that you've given us the opportunity to correct the issue. First, let me start by saying that we will be crediting your account for the $124 in...

question. This will be done today, and you should see it back in your account in 5-7 business days, depending on your bank. You are correct in that we do auto-renew our customer's subscriptions each year. This is done to ensure that they have seamless access to their important information through our products. We do ask that customers contact us when they no longer have a need for the product, as we often times find that it can be a case of not knowing about product features or different products that could help them meet their needs. We appreciate that you've been a loyal LogMeIn customer, and we hope that you'll consider us again if your needs change. Regards,[redacted]Sr. Customer Care Manager

Dear Mr. [redacted],Thank you for reaching out to us for further clarity on our billing practices.Our price for Pro for Individuals did increase from $99 a year (you had renewed at a discount) to $149.00 a year due to the additional features added to the product. Thirty days prior to your renewal,...

LogMeIn emailed the address we have on file, [redacted], to notify you of the price increase and the new features. In addition, if you accessed the web version of LogMeIn, you were also notified by an in-product announcement. LogMeIn products are purchased on a subscription basis, and these subscriptions auto-renew to provide uninterrupted service. We present this information at the point of purchase, where all customers acknowledge the following statement before completing their purchase: “I have read and agree to the Terms and Conditions. (NOTE: To ensure uninterrupted service, at the end of your subscription period, your subscription will automatically renew using the credit card on file. You can modify your auto-renewal options by contacting customer support.)” For a full copy of the Terms and Conditions, please visit the following page https://secure.logmein.com/policies/termsandconditions.aspxWe hope this helps, and we appreciate your business.Regards,[redacted]Sr. User Services ManagerLogMeIn

Dear Mr. [redacted], I apologize for the inconvenience. I did want to give you a better understanding of what is happening with this issue.  The reason that you are receiving these calls is that the last 10 digits of our Argentine toll free number are the same as your business number. In order for...

this situation to happen the caller has to make two mistakes: Ignore the country name Remove the zero listed on the Argentinian number (Argentinian numbers are listed like this one [redacted])   While changing the number would alleviate the issue for your business, it would force many users to change their bridge number and it would transfer the problem to another North American toll free number holder.  We have evaluated other changes that can be made to our user interface to make it clearer and hopefully this will decrease the number of callers that make this mistake.  The changes will include making the US number the first in the list of available numbers and enlarging the flags that visually indicate the country the number represents.  We have added these changes to our engineering teams work list and will get them implemented as soon as possible.   Thank you for reaching out and we hope to alleviate the confusion soon, [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. While I do appreciate the response and the refund of this years overcharge, it does not address the original problem. You stated that I purchased a second program from your company in 2013. I did not! I am a small business with one desk top computer, at no time would there have been a need for a bigger, better program. I'm quite sure that if you review your records you can see that I have only used one computer for the entire time I have been with your company. I still firmly believe that the error was on the part of LogMeIn. I never purchased a second program. If I had, I assume you would have emails and other documentation showing that I did indeed make this purchase. It just makes no sense for me to purchase a bigger program that I could use upward of 25 or 5o different computers. I do realize that this would have been much easier if I had caught the overcharges sooner. But it doesn't excuse that you added it to my account and withdrew funds to pay for it when I DID NOT ORDER IT!  If money is stolen from a bank and it's not caught immediately is it then forgiven with no consequence? Or is the party that took the money still responsible even years later? I believe that I should be refunded the entire amount that I was charged for LogMeIn Central for 2013, 2014, and 2015, along with what your have already agreed to for 2016.Thank you, [redacted] [redacted]
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]

Hi [redacted], My name is [redacted], I’m a Manager on our User Services team here at LogMeIn.  I’m sorry that your recent experience with us surrounding your contract renewal was unsatisfactory. I’ve reviewed the details surrounding your account with us and, as an act of good faith, have...

submitted a refund request to our finance department for the full amount of your renewal.  Please allow at least 7-10 business days for this to process.  Additionally, while your account with us was already set to cancel upon the end of your contract, we will be sure to fully cancel the account upon completing your refund. Please let us know if you have any additional questions or concerns. Sincerely, [redacted]

Hello [redacted],   My name is [redacted], I'm a Manager on the User Services team here at LogMeIn.  Providing a positive experience for our customers is extremely important to us, so I'd like to take a moment to address the concerns that you've outlined.   First, I'd like to apologize...

that you left your recent interaction with us feeling you've been treated unjustly; I’m going to do my best to make things right. After looking over your account, it would appear you reached out to us shortly after your automatic renewal date.  Our subscriptions are set to auto-renew to ensure that our customers do not see any interruption in service, should a payment initially fail upon renewal for example. Since you reached out to us to cancel just after your renewal date, I'm more than happy to refund you the full amount you were charged since you no longer need our services.  Please allow 5-7 business days for this refund to appear on your statement.   I hope that you find this resolution fully satisfies your prior concerns, and that you'll still consider us in the future should your needs ever change.  Please do not hesitate to reach back out to us if you have any other questions or concerns.   Sincerely, [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.  Company has agreed to refund the charges.  Issue is closed and resolved to my satisfaction.  Thank you.
Regards,
[redacted]

[redacted],I apologize that the change to your billing came as a surprise.  We send an email all of our customers to inform them of the change and the email to your [redacted] address went out on September 27, 2018.  I'm glad we were able to complete your request and...

thank you for being a valued LogMeIn customer.  Sincerely,[redacted]

Hey [redacted],Please see attachments for Invoices. - Invoice:                           is your regular one from the actual account - Invoice Acknowledgement:      is a breakdown of the LogMeIn Pro 25 packAs per our conversation over the phone, LogMeIn changed its
package structure and pricing. Based on client’s needs we have upgraded their
account.Because of the number of computers your account, you were
upgraded to a 25 pack back on July 24th.Basically, the breakdown shows the following:Contract
Amount Description Billing Date Credits Amount Remaining $ 799.00 Pro 25 for Small
Business 7/24/2015 credit from [redacted]    $    17.66 credit from [redacted]    $  142.29 credit from [redacted]    $  114.85 TOTAL   $  274.80   $  524.20 Order ID [redacted] was a charge of $54.95 on
11/18/2014                   > Pro-rated credit from 07/24/2015 to 11/18/2015 was for   
$17.66Order ID [redacted] was a charge of $249.00 on
02/17/2015                     > Pro-rated credit from 07/24/2015 to 02/17/2016 was for   
$142.29Order ID [redacted] was a charge of $164.85 on
04/04/2015                     > Pro-rated credit from 07/24/2015 to 04/04/2016 was for   
$114.85The upgrade package was for $799 minus credit of $274.80 for
a total of $524.20 + taxes = $558.80With the above information in mind, here is what we can do
for you and assist you downgrading your subscription to a 10 pack: 1. Assuming everything is processed on 11/04/2015 2. Pro rate a refund of your 25 pack (purchase price)         = $524.20 + taxes Refund amount would be                                         = $377.71 + taxes     10 pack website
pricing                                                 = $449.00 3. Credit the account for remainder of previous charges     = $142.40 a. Order ID: [redacted]       = $2.11 b. Order ID: [redacted]       = $71.83 c. Order ID: [redacted]        = $68.46 4. eQuote the account for 10 pack – credit     = $306.60 + taxesPlease let me know how you like to move forward.Thanks,-[redacted]User Services Manager

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. 
[They are not responding to my dispute.  I have terminated by logmein account, but I should still be entitled to a pro-rated refund of my yearly subscription that was paid in August, 2015 in the amount of $179.79/12 months = $8.98 x 7 months (February - August, 2016) = $62.86.  I am unable to use the account and they have been unable to resolve the problem.  Even if I had no technical problem with the account, I should have the right to terminate my account and be reimbursed for the unused portion!]
Regards,
[redacted]

Hello [redacted],Per our discussion on the phone yesterday, we've reached a mutual agreement and have processed a 10 month pro-rated refund for the remaining time left on your join.me subscription.  Please allow 5-7 business days for the credit to be reflected in your account.  Thanks,[redacted]

Dear Mr. [redacted],Thank you for reaching out to share your recent experience with LogMeIn.  It's never easy for us to hear when our customer's are unhappy, but we do appreciate the opportunity to make things right and to help customers understand more about our decisions. When a customer...

agrees to purchase a LogMeIn subscription, they are asked to agree to our terms and conditions. In those, it is clearly stated that we auto-renew our product to ensure that our customers have seamless access to their computers. We also state that we have a no-refund policy once the renewal date has passed, and that customers must contact us prior to the renewal. If a customer tells us that they have called us previously, but we show no record of the call and there is no usage on the account, we will honor their request.  In your case, where there is no record of the call, but there is usage (31 times since the day you wanted to cancel), we will honor a pro-rated refund.  We do appreciate your business, and would like to keep you as a customer.  If you'd prefer to keep your subscription at last year's price (understanding that it will revert back to our current list price next year), we are happy to assist you. If you'd prefer to completely cancel your subscription, we'd be happy to offer you a pro-rated refund. Please contact us at your earliest convenience and reference case #[redacted]. There will be notes in the account with this offer, and we'll be able to take care of you immediately. Regards,[redacted], Sr. Manager of User Services, LogMeIn

Dear Ali, Your account was deleted on 6/26/17, and a confirming email was sent to you.  Thank you for your business, and we look forward to working with you again if your needs change. Regards, [redacted]Sr. Manager, LogMeIn

Dear Mr. [redacted],Thank you for reaching out regarding your recent interaction with LogMeIn. While it's never easy for us to hear when customer's are frustrated with us, we do appreciate the opportunity to provide answers and solutions. When a customer agrees to purchase a subscription with...

LogMeIn, they must agree to our Terms and Conditions. In part, they state that we auto-renew all subscriptions to ensure seamless service for our customers. Customers are asked to contact us in advance of renewal if they would like to cancel. Additionally, we do notify all customers that they must keep valid billing information in their account, and that all customers must authorize (by accepting the terms and conditions) LogMeIn to undertake steps to determine whether the card number provided is a valid card number.  They also authorize LogMeIn to automatically update their credit card information using software designed for updating purposes.That all being said, we also understand that customer's circumstances change, and we do allow for cancellations on a first renewal. We will be putting through a credit for your full renewal cost, which you should see reflected in your account within the next 5-7 business days. Thank you for your business, and should your needs change, we hope you'll consider LogMeIn again.Regards,[redacted]
Senior Manager, User ServicesLogMeIn

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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
 Unfortunately, I was ill and was not able to respond.  As far as the complete results go with my claim against Logmein.  Only half of the claim has been resolved.  I am currently waiting for a credit to be placed into my account of $93. which of this date was not submitted.  I have had conversations with their office that appears to be in London.  I hope that it will be resolved by Friday May 26th later in the day.  I will check my account to see if they have credited by account.  Sincerely,
Regards,
[redacted]

Dear [redacted], Thank you for reaching out to us on this matter. Our records indicate that we issued a credit memo (#[redacted]) on 5/22/17 to the card ending in [redacted]. It will typically take your bank 5-7 days to show this in your account, so we are hopeful that this has been done by now. I've attached a clip of our return for your records.  If you have checked with your bank and still do not have the return of the $93.50, please contact me directly at [redacted] so I can further assist you with this.  Regards, [redacted]Senior Manager of CareLogMeIn