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Lookout Inc.

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Reviews Lookout Inc.

Lookout Inc. Reviews (7)

Initial Business Response /* (1000, 5, 2015/09/30) */
Contact Name and Title: Lookout Support
Contact Email: ***We have no record of a request by this consumer to our organizationAn email to [email protected] is the best way to get support from Lookout and as long as we get
account information, we can investigate and try to figure out what is going onThe information provided here, the email address and phone number, doesn't correlate to any account in our systemWithout that, we cannot investigate
Initial Consumer Rebuttal /* (3000, 11, 2015/11/10) */
Multiple charges for months for a service I DID NOT PURCHASEThey do not respond to calls or emailsI have disputed every charge for months
Lookout has been charging my credit card multiple times monthly for a service that I never purchaseI have disputed the charge multiple time monthly with Capital OneI was issued a new credit card to prevent it and they still managed to access my account againI have called more than times and have never reached a live representative and you can not leave a messageI have emailed them multiple times with multiple complaints and received ONLY and auto response backI even attempted to enter my email addresses and select "forgot password" since the service requires a log inSure enough my email addresses do NOT have existing accountsMy next attempt is an attorney
Final Business Response /* (4000, 13, 2015/11/17) */
We have called *** no fewer than times in the last week and have left a message each time with our phone number for her to call backWe have also emailed her with the same information but have not heard back even onceShe can call me, ***, at *** to follow up on this
To reiterate, from the information provided to date we cannot find an account in our systemWe need the first and last numbers of the credit card being charged to be able to definitively locate the accountPlease ask *** to call that number and we'll work to figure out what is going on

Initial Business Response /* (1000, 5, 2015/12/17) */
We cannot find an account for this user anywhere in our system with the email address provided here, nor via the person's nameWe need a registered email address or phone number to be able to identify the userThere is also no record of an
email to us (***@lookout.com) for us to review and or analyze the issue
Can the user please email us - ***@lookout.com - so we can converse directly (we don't have phone support, hence the unavailability of a phone number) and try to help out
Thank you

Initial Business Response /* (1000, 5, 2015/08/06) */
We have been in constant contact with the complainant about the issue and are working to get the data we canWe advised the process is not a swift one to get data via the database directly rather than via the web interfaceWe have advised
the user we are working to get the data from both devices in the referenced case
Initial Consumer Rebuttal /* (3000, 7, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They said the issue would be resolved in a couple days and I'm still awaiting my dataIt's not my issue that it takes more time this way for me to receive the requested information, yet the company makes a point to tell me as some sort of justification for delaying the procoess
Final Business Response /* (4000, 9, 2015/08/12) */
We have sent the data and the user has downloaded itThe user has paid for Lookout via their T-Mobile subscription to the Jump programLookout has no way to refund monies from T-Mobile
Final Consumer Response /* (2000, 11, 2015/08/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

You would have to take this up with *** as they preload our app on their *** phonesWe have provided instructions on how to permanently disable the app on your deviceThis is the same as *** Maps on a deviceIt is pre-loaded and not possible to uninstall.
There are a few options to have a device without Lookout on it:
Root your *** device and remove Lookout
Acquire an *** from ***
Use another carrier that doesn't pre-load Lookout on their *** devices
Acquire an unlocked *** phone

Complaint: ***I am rejecting this response because: there is a glitch with the app and ive already done the directions Sincerely,*** ***

Lookout has a relationship wth [redacted] such that we are included as a preloaded app on their devices. Preloaded apps cannot be uninstalled without rooting the device, which we do not recommend as it subverts the security capabilities of the operating system. It is quite possible to disable the...

app such that it can never start. We have provided those directions previously but here they are again:
To prevent the Lookout (preloaded) app from running on your mobile device, go to the [redacted].  Find the app you wish to disable and tap on it.
Tap the "Disable" option and then reboot your phone. 
 
Regards,
Lookout Support

We have not received any inbound request for this directly to us, so there's no way we could have addressed this prior. Additionally there are no charges associated with the email address submitted here ([redacted] but there is another premium account that seems to be associated with...

the same user. It has an email address of the form [redacted] We will need an email from this email account to act on the account. 
Regards,
[redacted]
Lookout Inc.

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Address: 1 Front St Ste 2700, San Francisco, California, United States, 94111-5386

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