Nitro Hobbies Inc

The original claim was that Constant Contact had denied a refund.  That was not the case, the refund had been approved.  The refund was already processed, we are unable to expedite in any additional fashion.  I apologize for any inconvenience.

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. Please credit my account $20.  I will evaluate if I continue my account next month.
Regards,
[redacted]

I want to apologize for the situation as a whole, this is not how we conduct ourselves here at Constant Contact.  I have searched for any interactions using the phone number, email address, and name provided.  I cannot find a single interaction from Constant Contact.  We record every...

single call; so unless the call was made to another number, it doesn't appear to be from an actual employee of Constant Contact.  While I understand if the complainant doesn't want to phone our support, we would be willing and in fact anxious to provide additional assistance.  I can't think of a reason someone would claim to be selling email marketing services under Constant Contact.  I fear it is some sort of malicious attempt to gain personal information.  Our service is conducted on the web at www.constantcontact.com.  If the complainant wishes to speak with our support, the number is [redacted].  I will also monitor any replies through the Revdex.com.

I have thoroughly reviewed the notes and activity on the account.  I am in agreement that the service was not used and understand the circumstances that prevented us from notifying the customer of the pending payment.  I have instructed our finance department to refund the charge of...

$168.09.  This refund should post within 5 business days.  I sincerely apologize for the inconvenience and hope we can be of use in the future.

I have reviewed the account and previous notes, I apologize for the misinformation.  When a card expires on an account it is possible to still bill the card due to a feature called Account Update.  This is a feature of your credit card, designed to ensure that services you maintain monthly...

do not lapse when the card expires.  This feature allowed us to continue billing.  We do not try expiration dates to process payments.  Again, I apologize for the overall situation.  We will absolutely honor the request for a refund.  I have just finished submitting this request with our finance team, a refund should process to the credit card within 24-48 business hours.I sincerely hope we may be of additional assistance in the future and this error in judgement can be forgiven.  Thank you for your business and the opportunity resolve the situation.

I have reviewed the account, including all interactions.  While the terms of service concerning a prepayment are clear, we have had a long history with this customer.  I apologize for any inconvenience this may have caused.  We will issue a refund in the amount of $238.00, and...

cancel the account.  Please allow 4-5 business days to process the refund.  We sincerely wish the customer the very best and hope we can be of assistance in the future.

[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]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Thank you to everybody for the quick resolution!  Really appreciate it!Regards,
[redacted]

As a representative of Constant Contact, I am unable to answer on behalf of [redacted].  It may be in the customer's interest to make a complaint to that organization directly.  Especially since the desired settlement is to affect their Revdex.com rating.  If Constant Contact can be...

of any additional assistance, please let us know.

I have created a block to the address:  [redacted]@mail.wvu.edu.  No Constant Contact subscriber will be allowed to mail to this contact.  Important:   this will prevent businesses that use Constant Contact from sending to this address now, and in the future.  Contact Support...

should this need to be lifted:  ###-###-####As a strictly Permission Based Engagement Marketing service we take SPAM very seriously.  We apologize for any inconvenience and are confident in the tools provided by a 3rd party to manage unsubscribes.  These are automatically removed from customer lists.  Now that the email address is blocked we will prevent all attempts to mail to the address in question through Constant Contact, regardless if the user adds the contact to a mailing list or not.  Only contact from the owner of [redacted] will remove this restriction.Again, we sincerely apologize for any unwanted communication.

I have reviewed the customer's account, including notes and billing for services.  The customer qualified and took advantage of a non-profit discount.  This substantial discount required the customer to prepay for 1 year, and it clearly states:  "Please note, prepayments are...

non-refundable, even if you choose to cancel your subscription before your prepayment balance runs out."  The payment plan requires the customer to take action to agree before continuing.  We do track the monthly deduction of funds in the customer's account.  This is due to fluctuations in an account that could cause the prepayment to run out sooner or go longer depending on the additional/subtraction of services or contact level.  This is a feature to allow the customer to stay informed on their account status.  I am unable to apply a refund of the remaining balance.

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].  
[ we are damaging our $1.174.08 money by 12-17-16.  Please note: We have been asking for our money back since October of this year and have not received it as of yet...  that's denying us a refund.  furthermore, you're telling us now "ready processed" it, but, it takes TWO BUSINESS WEEKS TO RECEIVED IT?!  This is not acceptable.... we are damaging our refund check by 12-17-16]
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]

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. 
I find it awfully convenient that you have no documentation of the phone call.  The call was made and of course it is in your best interest to say that you have no record of the call.  I also find it convenient that you require a phone call to cancel your services.  And you made an additional $2000 off of our company for a service we did not use for a year.  Previous to that, we had been a long standing, good customer.  I hope your company enjoys the profits of the $2000 out of my marketing budget.  We are a small company and $2000 means that we cannot run a campaign to drive more sales into the company.  Rest assured, I will NEVER recommend your company to anyone.  Quite  the contrary.  
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]

I have reviewed the customer's comments and the notes on the account.  The trial limitation was 100 sends.  This does include test sends.  I am deeply sorry for the confusion and have suggested the trial limitations be changed.  We have no desire to mislead our customers. ...

That in mind I want to make things right.  Currently the account is active.  I can credit the account the $20.00 paid which will cover the next billing period.  If preferred I can cancel the account and refund the $20.00 paid.  I sincerely apologize for the inconvenience this has caused.  It was not our intent, and we will ensure the trial limitations are more clear.

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. 
In addition to this, we as a family & business would like to add that it was simply how the matter was handled that upset us. We understand the initial mistake was a common misunderstanding due to the similarity in the business names. We would recommend that you as a company set in place a better set of checks & balances to ensure that this does not happen again to other businesses. Many businesses across the US operate with similar names & within close proximity to one another. We want to help prevent any reoccurring problems for our own business as well. Possibly something as simple as double checking zipcodes or contacting the businesses themselves before assuming the information you are providing is correct. Had we been asked in the first place, we may have signed up with you for this service to start with.
Regards,
[redacted]

We've investigated this situation the customer has described. It was not a normal user account billing scenario, but rather one related to the customer's business partner account, which actually was still open. His own Constant Contact account had been closed, and there were no charges from that...

one. The monthly charges were for two accounts of clients he'd brought in under his partner account, which were still active, and one of which was still being used frequently by his client.  The notice about not meeting the partnership quota which the customer referred to would have been telling him not that his parternship was closed, but that his free personal account status was ending (a benefit of the partnership, providing a certain quota of new sign ups is met)  The customer believes he intended to cancel not just his own account, but his partnership however.   It's not clear where the misunderstanding happened  whereby his individual Constant Contact account was cancelled at his request, but not his business partner account.  Nevertheless we are very sorry for the experience and we've worked directly with the customer to analyze the billing record and work out a fair refund based on when he feels he asked us to close his partnership.   The refund was processed today, and should show up directly on the credit card.  Timing with which it will show in your credit card account depends on the credit card company, and can vary.  Generally speaking you should see it within four or five business days.   All the best to you and thanks for having used Constant Contact.

After reviewing the account and working with our billing department we have isolated the issue.  It seems the customer had mistakenly purchased a webinar.  Paid webinar's are available on a variety of marketing and are often attended by non Constant Contact customers.  The actual...

account was only a trial.  The customer explained this to billing and they have reached out to the training team that provides these services for a refund.  This process has already started, I cannot provide a refund for the Constant Contact account, as it was never activated.  The customer can expect to hear from billing in regards to the Webinar that was purchased this week.

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]