LogMeIn, Inc.

Dear Mr. [redacted], Thank you for reaching out.  In reviewing your account, we noticed that while we did cancel your LogMeIn Pro account when you originally asked, there was still a "[redacted]" account that remained active. We have cancelled this, and have refunded you the $239.88 in question....

You should this see this reflected back in your account in the next 5-7 business days. Please feel free to reach out directly to us should you have any further questions or concerns that we can help address.Regards,[redacted]
Senior Customer Care Manager, LogMeIn

Hello,I'm writing to inform you that I was able to speak with [redacted], and we reached a mutually agreed upon resolution of providing a 10 month pro-rated refund for the unused portion of the subscription.I have processed the refund in the amount of $199.90, which should be reflected within the account...

in 5-7 business days.Please let me know if you need any additional information.Thanks,[redacted] (Manager, Customer Care)

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]. Please add your rejection comments below.  
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]
That doesn't show that the message was sent to me or that I received it.  Even if you did send it I didn't receive it. You should have customers respond to any emails (like click here to show you received this message and want to continue the service) Show me something that says I received your email. You can't because I didn't receive it, if I had the first thing I would have done is contact you to cancel 
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 Customer Support team.  First off, I want to apologize - it looks like you're a longtime customer and you've had a frustrating experience.  Sorry for that.I researched your situation, and it looks like we reached out asking you to...

update your payment method and to pay the outstanding balance.  From what I can tell you did the former, however auto-pay wouldn't retroactively pay the outstanding bill - this is why the account was eventually suspended.  With auto-pay enabled, future invoices will be just that, automatically paid.It would be irresponsible of me to promise this won't ever happen again, but hopefully this explains what occurred.  I'm also adding a one-time courtesy credit for the 16 days your account was suspended as an act of good faith towards a longtime customer.As always, please don't hesitate to reach out to us if you'd like to discuss any of this further.[redacted]

Hello [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 it looks like we’ve already refunded you in full on 4/15/16, and marked your account as expired.  Please allow for 7-10 business days for this to...

process, and then let us know if you are not seeing these funds. I’m sorry you feel as if we’ve charged you behind your back.  Despite changing your billing information with us, a process exists that is performed by banks when there is a discrepancy between the charge being placed and the information they have on file.  Once the discrepancy is noticed, banks will use their networks to find the new/updated information so that it can process.  I can see how one would perceive this differently if the payment information was changed on purpose to prevent a charge from going through, however.  This process, coupled with our accounts auto-renewing so that there isn’t an interruption in service, is what you’ve experienced. I hope this helps explain what happened, and your current account status.  As always please let us know if you have any additional questions or concerns. Sincerely, [redacted]

Revdex.com:
I have reviewed the response submitted by the business and the refund will resolve #[redacted]. I do not agree with their lack of billing notification prior to closing out a trial subscription, and this should still be addressed with other entities.  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]. Please add your rejection comments below. Dear Sir, I appreciate your prompt response to stop the auto-renew and to delete my account information. Before I close this out I would like to know Logmein's plans to (a) allow subscribers to choose on line not to renew and (b) a means by which customers who call in or write in get a written confirmation. I ask for this because I see dozens of similar complaints against Logmein, despite the fact that you make a good product. What will you do to fix this part of the operation?
Regards,
[redacted]

Hi Revdex.com -- I'd like to have my response below stored in the file. I believe LogMeIn has an unethical business practice in not sending out a notification or receipt when they charge a credit card as part of the autorenewal process. Thanks,-- [redacted]  *  [redacted]  *  [redacted]
[redacted]  *  [redacted]---------- Forwarded message ----------From: [redacted] <[redacted]>Date: 14 August 2015 at 10:26Subject: Re: Ticket: 04234475 - LogMeIn InquiryTo: LogMeIn Support <[redacted]>, [redacted] <[redacted]>Cc: [redacted] <[redacted]>, [redacted] <[redacted]>[redacted]: Please let me know when the USD$948.25 refund comes through on our 7717 card.[redacted]: Thanks for following up with a partial refund but I think there was a misunderstanding. There is still another $798.50 owing that I believe was unethically charged to our account (See my original June 26 and June 29 emails below, detailing the total of $1746.75 charged without notification). Let me know when that amount is credited or if LogMeIn changes its policy on autorenewal without notification so that I can follow up with the case at the Revdex.com and various public blogs that are commenting on your business practice.I understand that autorenewals without notification are part of your company policy but I believe that is an unethical business practice -- No other company we deal with does that. I understand the practice is illegal in Canada -- I'm following up on that. I understand that there is a US class action suit pending against LogMeIn and I am hopeful that there will be a Canadian suit we can join. I encourage you to change the practice of autorenewal without notifiying customers that you are charging their credit card. LogMeIn has had a great history in the IT professional world but your autorenewal policy is shifting a lot of us away from your services. Ethics are as important as service.Best,-- [redacted]  *  [redacted]  *  [redacted]
[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 support team here at LogMeIn.  I've reviewed your recent interaction with our team, along with the details surrounding your subscription with us.If your primary reason to cancel pertained to the connectivity issues you mentioned, I'd ask...

that you give us a chance to help you solve them - however, it sounds like you've found another solution and simply do not have a need at this time.I understand that sometimes life happens and it sounds like you may not have been able to receive the notification we sent 30 days prior to your renewal.  As an act of good faith, I'm going to cancel your account immediately and refund you the total amount.  Please allow 7-10 business days for this to appear on your statement.Please let us know if you have any additional questions or concerns.Sincerely,[redacted]

Hey [redacted], My name is [redacted], and I am a Manager at our Customer Care Department. I would like to apologize for the experience you had during your renewal with LogMeIn. We did notify our client about the upcoming changes to the product, but it sounds like you had trouble getting...

our email. So I went ahead and fully refunded your 2016 renewal of your LogMeIn Pro subscription for $149.00 Please allow 5-7 business days for the changes to be reflected on your account. Let me know if you have any questions. Best,-[redacted]Manager, Customer Care

Hey  [redacted],My name is T[redacted], and I am a Manager at our User Services department. I have been assigned to review your case with LogMeIn.I would like to apologize about your experience, I have reviewed your account and notice that you haven't used LogMeIn for the last couple of months,...

so I have gone ahead and refunded your subscription.As mentioned, LogMeIn does default all subscriptions for automatic renewal, we want to make sure that our clients don't lose access to their computers and their subscription. I will make sure that our Product team gets your feedback, and how we did not make it easy for you to see this information during purchase.Please let me know if I can assist you with anything else.Best,[redacted]User Services Manager

[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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. Logmein support reached out to me that day as stated and canceled my account, refunded the additional charges that were in question and reviewed areas that made the issue difficult to resolve through their website.  Support stayed on the phone until the account in question was addressed and did not make any excuses or mitigate their responsibilities with the service or confusion when canceling the service.  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. 
Regards,
[redacted]

Hello [redacted], My name is [redacted], I'm a Manager on the Customer Support team here at LogMeIn.  I apologize for the back-and-forth it would appear you experienced surrounding your concern.  I've fully cancelled your account, issued a prorated refund in the amount of $93.89...

for the remaining time left on your subscription, and deleted your account per your request. If there is anything else we can help with, please do not hesitate to reach out. 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]

I’m sorry that you were intending to cancel your service with us, yet learned down the road that you had actually been charged.  To quickly address your concerns about your card’s expiration - as you mentioned, our first attempt to pull payment on your expired card failed.  Most banking...

institutions utilize a service that, when they see an attempted payment against an expired card, will use their network to find the updated card information.  While I appreciate your concern had we been accepting expired card information, this is not the case – the bank sees this failed attempt, and then tries to complete the payment with the original card owner’s updated, valid payment method.  I apologize for the inconvenience this has caused. I’ve issued a refund to your card ending [redacted] in the requested amount of $224.25 - please allow 5-7 business days for this refund to fully process. Please let us know if you have any other questions or concerns. Sincerely, [redacted]