LogMeIn, Inc.

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]

Dear Mr. [redacted],Thank you for taking the time to reach out to us about your recent experience. While all companies have policies that they follow, we also hope that we can understand when making an exception to a policy makes sense. After reviewing your situation, we agree that a full credit is in...

order. We will be placing an additional $8 credit on your account. Please allow 5-7 business days for your bank to show this in your account.Thank you for your business, and that you for the opportunity to make things right. Regards,[redacted]User Services ManagerLogMeIn

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. 
I am rejecting because I have not seen the promised credits against my credit card.  If LMI would like to contact me, the best number to reach me is [redacted]. Monday-Thursday 9A CST to 5P CST
Regards,
[redacted]

Hello Mr [redacted], I am sorry to learn your subscription wasn't cancelled as expected. I was indeed able to find the email sent to you back in November 2014. It actually was an error in our side and I do apologize for the inconvenience.A charge back was processed in November 2015 for €343.50Your...

account is set to not to charge you for any additional subscription for that product in future. Again, I do apologize for the inconvenient and hope you are happy with this resolution. Please feel free to contact us back with any other question you may have about your account. Best regards, [redacted]     |   Manager, User Services

Hello [redacted],My name is [redacted], and I am a Manager at our Customer Care Department. I have been assigned to review your case and assist you with a resolution.First, I would like to apologize for your experience, I will personally check into and better understand how we can avoid any...

conflict in communication.As requested, I have marked your subscription for cancel and removed your billing information from your account. Please accept this response as a confirmation of both stepsPlease let me know if I can assist you with anything else at this time.Best,-[redacted]Manager, Customer Care

Hi [redacted], My name is [redacted], I’m a Manager on our User Services team here at LogMeIn.  I’ve reviewed your account with us, and in good faith will be downgrading your subscription and offering a refund for the difference.  Please understand that moving forward, any changes to your...

account should be communicated to us prior to your renewal date.We’ll be reaching out with the updated agreement and refund information outside of this forum. 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. 
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.  Logmein: Of course, you could have done so when I called to cancel, or when I challenged the charge with [redacted]. Thank you for refunding my fee as asked. What a shame, your service is otherwise quite good; however you have *priced* it out of my needs. [redacted] Please REMOVE any credit card info forthwith from what remains of my account, and take all necessary steps to assure that I will *not* be renewed or otherwise charged for your service at anytime in the future. Rest assured that this complaint will be re-opened if any of the above occurs. Note: Prior to your response I filed a complaint with the Massachusetts Attorney General's office, so you should be hearing from them as well; as stated above, you could have done so when I called. [redacted] I request written confirmation that my credit card info has been expunged from your possession.  [redacted] 
Regards,
[redacted]

Thank you for taking the time to share your recent experience, and for giving us the opportunity to resolve the issue. Your sales representative, [redacted], has indicated to us that she spoke with you this morning and you've agreed to the following resolution:*You will pay the remaining 4...

months of your annual-monthly contract which is $466.08*We have pro-rated what you had previously paid for Central. $299/12 months= $100 for 4 months. This means that in total we have offered you Central Premier-500 for $566.08 until the expiration of your Pro subscriptions on September 30, 2015.We apologize for the delay in resolving this, and we appreciate the opportunity to continue supporting your access and management needs. Regards,
[redacted]Manager, User ServicesLogMeIn

Dear Mr. [redacted],Thank you for reaching out to us to share your concern over your recent renewal.In reviewing your account, we show that we received a charge back from your bank on 9/19/16, which means that the charge in question has been reversed. For this reason, it is not necessary to make...

any further refunds to your account. As a matter of explanation for our actions, many banks (including yours) use a third-party company to relay new card expiration dates to merchants. Thank you for choosing LogMeIn, and we hope that if your needs change in the future that you'll consider us again.Regards,[redacted]Sr. User Services Manager, LogMeIn

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].
 If you have an email address, why don't you send an automated email each month confirming auto-renew? That would be the most transparent way to do business.
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. I have contacted the company before and they failed to take appropriate action to correct the process.  Canceling my subscription and refunding my funds does not address the company providing the customer the ability to cancel the subscription through the website.  They also do not have appropriate messaging to address this as a warning.  Finally, they do not answer their support number as my credit card company and myself have attempted to communicate these issues and work with them and they fail to answer the 1-800 number.  They may continue to call and resolve my account complaint, but this is only part of the reason I filed a complaint.  They must address these issues for all consumer or more customers will be mislead by what is common support for software services.
Regards,
[redacted]

Hello [redacted],Attached is the sample of the email we sent regarding the move from monthly to annual billing.  We are working on other notification systems within the products, but do not currently have the ability to perform that type of notification.Regards,[redacted]Program Director

Dear Mr. [redacted],   Thank you for taking the time to reach out to us regarding our Rescue product and your account with us.    Regarding your subscription, first let me start by saying we appreciate that you’ve been a customer of ours for a number of years. Over 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 customers.  In reviewing your account, we do see that your subscription is an Annual Monthly subscription. The contract terms are for one year, and the price of the subscription is billed to you monthly for that full year contract.   We have honored your request to end your subscription with LogMeIn, and your account has been cancelled effective immediately. Again, thank you for your time and for using LogMeIn.   [redacted] Technical Support Manager LogMeIn

Hello [redacted],I would like to apologize for the first reply, accidentally sent before finishing my message. My name is [redacted], I am the Technical Manager for our LogMeIn Pro solution that you have been using with us. I would like to apologize for the experience you have had with us support team couple of days ago. I have review our work, I will make sure to make correction to our process to avoid problems like yours in the future. Based on your experience, the software not working anymore and being a client with us for so long, I went ahead and refunded your account for the remainder of the subscription, for a total of $62.87. The refunded has been processed on our end already, but it may take 5-7 business days for you to see any changes on your credit card statement. Please let me know if I could assist you with anything else. Regards, -[redacted] - Technical Manager at LogMeIn

Hello [redacted],I'm writing to confirm that you were able to reach a mutual resolution to your complaint today with [redacted], a member of the Care management team here at LogMeIn.  A refund has been submitted to our finance team for processing.  It looks like we were able to resolve your...

issue, and let us know if there are any additional questions.Thanks,[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.While, the business has corrected the immediate problem, the whole experience has soured my view of the company and it's understanding of client needs. I will be hard pressed to recommend this company in the future.
Regards,
[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 with us, and unfortunately I wasn't able to find a request from you on March 25th.  I did however find a few emails you sent us on March 27th requesting...

cancellation, which I can confirm has been completed.  Your account is no longer active, and you should see no further charges from us.We're sorry to see you go, and hope that you'll keep us in mind should your needs change in the future.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. 
Regards,
[redacted]

Hi [redacted],My name is [redacted], I'm a Manager of our User Services team and would like to take this opportunity to directly address your concern.  Doing right by our customers is important to us, and I'm sorry your recent experience might have you feeling otherwise.I took a look into your...

account with us and was able to confirm that you did not have any recent usage.  While we did reach out to each of our customers who would be seeing a price increase prior to their renewals, I'm happy to make an exception as an act of good faith.  I'm issuing a full refund for your recent renewal charge - please allow 7-10 business days for this to appear on your statement.As always, please let us know if you have any other questions or concerns.Sincerely,[redacted]