LogMeIn, Inc.

Hi [redacted],I think there is quite a disconnect here so we will be reaching out to you directly. We only have record of one phone call from you, and your account has in fact been cancelled. You are free to cancel at any time, and that was done upon your request. There is record of a call in 2013 for [redacted] to be cancelled, but no record of your request to cancel your account back then. When you recently requested a cancellation, it was in fact performed. I apologize if you are under the understanding that you still have this subscription, but you do not. Additionally, to apologize for the confusion, we did perform a refund for your most recent renewal. [redacted] will contact you to clear things up with you.thanks,[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. 
Loginme refuses to credit fraudulent charges.   The account in question is associated with a company [redacted], which I left in December of 2013.  I cancelled my account at that time via phone.  I have not worked for the company in 2014 or 2015 - or used the [redacted] product, as I'm sure login data would show.  I have called several times to cancel, only yo be given more and more excuses - been told that "Yes we see you did cancel - we will refund", but then when no refund comes there is yet another excuse.  Company has offered a phone call - but of course not provided any direct contact information or even a representative's last name.  Company is welcome to call me to discuss at 512.826.7787.  Again, I have spend a heck of a lot of time on this issue - I have now "cancelled" my service three times - and continue to be charged over several years for a product I do not use, nor do I want to subscribe to.  Thus, the charges are fraudulent. Resolution of this issue is written notice that my account is OFFICIALLY CLOSEDalong with refunds (and proof of refund) of the following charges:09/18/2015 for $191.78and09/18/2014 for $158.83
Regards,
[redacted]

Hi [redacted],Just to close the loop, this matter was addressed with you directly and you have been refunded both the annual subscription (@179.88) and the 5 monthly charges (@ $23.99/ea) for your account. If you have any further questions please feel free to reach out.thank you,[redacted]
Customer...

Care Manager

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. For the record, it should be noted that the business should do a better job of allowing customers to change payment information, disclosing all payment information it has obtained from the customer.
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]

Dear Ms. [redacted], Thank you for reaching out to share your concern with us.  It's not always easy for us to hear when our customers feel we've let them down, but we do appreciate the opportunity to respond. Over the years, you've purchased 2 unique subscriptions. The first is LogMeIn...

Pro, which you were charged $59.95 + tax per year. In July of 2013, you purchased a subscription of Central. This was purchased directly through your account, and you were charged $239 (an introductory rate), $299 (the standard rate), $539, and $807. The renewals for the last 2 years reflect a product and price change, where we changed to a tiered pricing model based on the features customers were using. These changes were communicated out to all customers. We have refunded you a pro-rated refund of your Pro subscription of $-49.96, and fully refunded the $807.64 for your Central account. It typically that takes 5-7 days for your bank to show this back in your account. We understand that our customer's needs do change, and rely on them to let us know when that occurs. Our terms and conditions (which everyone accepts prior to making a purchase) clearly state that we auto-renew our subscriptions so that customers do not lose critical access to their systems.  While we understand that you did not review your business's bank statements every year, we feel that the refunds we've processed show that we are acting in good faith. Sincerely, [redacted]Senior User Services ManagerLogMeIn

Hi Mr. [redacted],My name is [redacted], I'm a Manager here at LogMeIn on our Customer Support team. I've taken a look through your recent interactions with us.  From what I can gather it looks like you mentioned evaluating alternatives prior to your renewal, but I'm not able to confirm you...

ever asking us to cancel your account.That being said, your intent is clear in that you no longer wish to continue service with us.  As an act of good faith I'm issuing a full refund to your account.  Please allow 7-10 business days for this to appear on your statement.Sincerely,[redacted]

Dear Mr. [redacted],Thank you for reaching out to us about your account. It's never easy for us to hear when we've impacted our customers, but we appreciate the opportunity to make corrections when needed. In reviewing your account history, we agree with your assessment, and we'd like to...

work with you to make the appropriate adjustments. We understand that you would accept 3 years worth of Pro for Individuals, and we will initiate this immediately. In terms of our practice around auto-renewing our customers, this is a common practice in many industries, and helps us to ensure that our customers have access to their computers and files without interruption. We understand that some of our customers may be concerned about the increase in the cost of our product.  The list subscription package list prices for LogMeIn Pro and Central have been modified over the years to reflect our continued investment in our industry-leading remote access product. (Pro is rated as thes #1 remote access tool on the market). Like many other [redacted]-based companies in the industry, each year products are reviewed to make sure we are in line with the market from both a feature and pricing standpoint, and we believe this pricing accurately meets the market demand for anytime, anywhere access to your work or home. Thank you for bringing this to our attention, and thank you for being a loyal customer.  Regards,[redacted]Senior User Services ManagerLogMeIn

Dear [redacted], Thank you for reaching out, and we're sorry to hear about your situation.  We have looked for an account under [redacted], but do not have anything on file. Could you please provide us with the email address that was used for your account with...

us? Regards, [redacted]Senior Manager, CareLogMeIn

Dear Mr. [redacted],Thank you for sharing your experience with us. While it's never easy to hear when a customer (especially one who has been with us for 7 years) is upset with our actions, we appreciate the opportunity to make things right. Trust in a company you work with is important, and we'd...

like to share with you a few things that will help you understand a few pieces of your experience. As you mentioned, our prices have remained fairly flat through the past years, even as we invested in additional features and benefits our Central users were asking for.  We finally raised our prices, and our customers all should have been informed of this increase both through email and with an in-product message. When a customer makes a purchase of any LogMeIn product, they agree in the Terms and Conditions to several items that are pertinent here:  First, you agree to auto-renewing your purchase. This is done to ensure that our customer's don't lose critical access to their computers.  We also note that many customer's banks use a service that automatically updates us with new card information to use in this process. Again, this is all done in the quest for seamless service for our customers. That being said, it's never our intention to have a customer who is unhappy with either our products or how we assist them with their needs. We feel that you made a good faith attempt to speak with your sales representative, and we apologize that the communication was handled so poorly.  We do appreciate your business, and would like to keep you as a customer.  We'd like to propose that we honor your pricing from last year, and we would be happy to connect you with a different sales representative who can work with you to meet your business needs. If this is acceptable, we will reach out to you shortly to revise and update your account to reflect the adjusted pricing. Again, we appreciate your business, and we hope that you'll give us the opportunity to gain back your trust.Regards, [redacted]
**. User Services ManagerLogMeIn

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 [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. We can also work with you to schedule a call at your convenience.[redacted] TrautTechnical Support ManagerLogMeIn

Dear Mr. [redacted], Attached please find a screen clip from our mail tool, showing that the email was sent to you on 7/7/17 and was opened on 7/7/17 as well. As mentioned in our original response, we value you as a customer, and would like to offer you the ability to stay with us at last year's price ($149). If this is something you're interested in, please let us know, and we'll assist you with making the adjustment.Regards, [redacted]Sr Care Manager, LogMeIN

Dear [redacted],Thank you for reaching out to us. While it's never easy for us to hear that our customers are unhappy, we value the opportunity to help our customers and reflect on their feedback. In looking in to your account, we see that you were notified of the price increase at your next...

renewal on July 7th, 2017, and that the email was opened the same day. Please see attached. That being said, we do understand that our customers receive many emails daily, and these can often times be overlooked.  We value you as a customer, and would like to offer you the ability to stay with us at last year's price ($149). If this is something you're interested in, please let us know, and we'll assist you with making the adjustment.Thank you again, and we look forward to working with you in the future.Regards, [redacted]Senior Manager of Care, LogMeIn

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. 
Regards, [redacted]

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 it looks like [redacted], who appears to be from your company, reached out the same day this complaint was filed.  The outcome from her interaction...

with our team was a full refund having been issued.  Please allow 7-10 business days for this to appear on your statement.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 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 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.

Hello [redacted], I have reviewed your complaint and can confirm that [redacted] did refund you the total amount that was charged to your account. You should receive a total of $1621.52 in your account in the next 5-7 business days. I hope this is a satisfactory resolution and I remain...

available for any additional question you may have. Best regards, [redacted]     |   Manager, User Services

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. I only ask that we keep this open until I validate the refund on my [redacted]thank you for your cooperation.
Regards,
[redacted]