Performance & A1 Collision Repair

Digital River, Inc.  ("DR") is in receipt of a follow-up complaint from a customer regarding an initial complaint that the customer had submitted to the Revdex.com on October 26, 2016 regarding the customer’s request for a refund.  The complaint states that the customer has still not received a refund on a product that DR had agreed to refund back on October 27, 2016. As such, the customer is requesting a full refund for the amount charged to his account. Per the customer’s request, DR customer service had originally issued the customer a refund by check on October 19, 2016. As the original check had not been cashed, DR customer service cancelled the original refund and reissued another refund by check on October 27, 2016. Both checks were sent to the address provided by the customer and neither had been received or cashed. As such, DR has been unable to complete the refund process on this order. DR customer service has now obtained additional details from the customer in order to process the refund by way of wire transfer as an alternative to issuing the refund by check. A full refund should appear in the customer’s account within the next 5-7 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I appreciate that Kaspersky understands the situation.  As long as they keep me informed, I will be satisfied.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We apologize for the customer's experience regarding this unexpected charge.  Reviewing our records, we show the customer signed up for an autorenewal of [redacted] Utilities PRO on 10/8/16 triggering the autorenewal on 10/8/17.   Based on the information provided in this complaint we are...

processing a refund for the amount of the order back to their account, and are confirming that we have canceled the automatic renewal so the customer will see no additional charges in the future.  We regret the customer's experience and thank them for bringing this to our attention. Regards, Digital River

Initial Business Response /* (1000, 5, 2015/07/28) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding a charge to the customer's credit card. The complaint states that the customer believes there was an unauthorized charge placed to the customer's credit card...

totaling $52.74. As such, the customer requests a refund.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.
DR customer service has been unable to locate a charge with the information provided. DR customer service has reached out to the customer asking for a copy of their statement in an effort to further assist in locating the order/charge and processing a refund. DR customer service asks that the customer provide further information.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/06) */
I did not yet send them a copy of my statement as I do not know how to do that through the computer. I will communicate this to them and send them a copy in the mail. Thank you
Final Business Response /* (4000, 9, 2015/08/13) */
Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding a charge to the customer's credit card. The original complaint states that the customer believes there was an unauthorized charge placed to the customer's credit card totaling $52.74, and therefore, the customer has requested a refund. DR customer service had been unable to locate a charge with the information provided. DR customer service has reached out to the customer asking for a copy of their statement in an effort to further assist in locating the order/charge. The counter-complaint states that the customer has not sent a copy of the statement via the computer, but would follow up with DR as well as send a copy of the statement in the mail.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.
DR customer service is waiting for the customer's statement to arrive in the mail, as indicated by the customer in the counter-complaint, and will proceed accordingly when the statement arrives.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.

Digital River, Inc.  ("DR") is in receipt of a complaint from a customer regarding the customer’s request for a refund.  The complaint states that the customer purchased an online Study Guide but that the product didn’t deliver as expected.  As such, the customer is requesting a full...

refund of this product.   By way of reference, DR provides outsourced ecommerce reselling services to software manufacturers and developers to assist them in selling their products on the internet.  The software’s publisher handles technical support for this product.    DR customer service has located the customer’s order, and has processed a full refund for this order.  The customer should see this reflected on their account within the next 3-5 business days.   DR apologizes for any inconvenience experienced by the customer.   Sincerely, Digital River, Inc.

We were able to locate a 2nd order attached to the customer's name and spoke with the customer today confirming we are processing a refund for the 2nd order.  We regret the customer's experience and thank them for bringing this to our attention.  Regards, Digital River

Initial Business Response /* (1000, 6, 2016/02/13) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's request for a refund of a product. The complaint states that the customer believes he declined to auto-renew a software program and was still...

charged for another year of the subscription. As such, the customer is requesting a full refund for the purchase price for the year he did not intend to renew.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. The software's publisher handles technical support for this product. As such, DR cannot comment on the issues or correspondence referenced in this complaint.
Per the customer's request, DR customer service issued the customer a full refund on February 4, 2016. This credit should appear in the customer's account within 3 - 5 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (2000, 8, 2016/02/19) */

Digital River, Inc.  ("DR") is in receipt of a complaint from a customer regarding the customer’s request for a refund.  The complaint states that the customer believes he purchased defective software.  As such, the customer is requesting a full refund for the amount charged to his...

credit card.   By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their software on the internet.  The software’s publisher handles technical support for this product.    Per the customer’s request, DR customer service issued the customer a full refund on July 25, 2016.    DR apologizes for any inconvenience experienced by the customer.   Sincerely, Digital River, Inc.

Digital River, Inc.  ("DR") is in receipt of a complaint from a customer regarding the customer’s request for a refund.  The complaint states that the customer returned a product that was purchased during the thirty day return period and has not yet received a refund.  As such, the...

customer is requesting a full refund.   By way of reference, DR provides outsourced e-commerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.  The software’s publisher handles technical support for this product.    Seeing as this complaint is in regards to a HTC product that the customer purchased through the HTC Shop, DR must re-direct this complaint to the HTC Customer Support Team as they handle their own shipments and customer service support. Please reach out to the HTC Customer Support Team with this dispute, please contact them at: URL: http://store.digitalriver.com/store/htcus/help; Email: [email protected]; Phone: ###-###-####   DR apologizes for any inconvenience experienced by the customer.   Sincerely, Digital River, Inc.

Digital River, Inc.  ("DR") is in receipt of a complaint from a customer regarding the customer’s request for a refund.  The complaint states that the customer believes that the product that he purchased was not delivered.  As such, the customer is requesting a full refund.   By...

way of reference, DR provides outsourced e-commerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.  The software’s publisher handles technical support for this product.    Seeing as this complaint is in regards to a HTC product that the customer purchased through the HTC Shop, DR must re-direct this complaint to the HTC Customer Support Team as they handle their own shipments and customer service support. Please reach out to the HTC Customer Support Team with this dispute, please contact them at: URL: http://store.digitalriver.com/store/htcus/help; Email: [email protected]; Phone: ###-###-####   DR apologizes for any inconvenience experienced by the customer.   Sincerely, Digital River, Inc.

Initial Business Response /* (1000, 5, 2015/06/18) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding a charge to the customer's account. The complaint states that the customer believes there was an unauthorized charge placed to the customer's banking account in...

the amount of $106.95. The complaint also states that the customer has provided a screen shot of the order, but believes they have been unable to obtain a refund for this amount. As such, the customer is requesting a refund for the full amount.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.
DR customer service has been unable to locate any charge made to the customer in the amount of $106.95. Per DR customer service records, the order number the customer has provided was in the amount of $129.95 and charged on May 2, 2015. This charged was refunded for the full amount on June 2, 2015. DR customer service has not been able to locate any screen shots from the email address provided by the customer. DR customer service requests that the customer provide the email address from which these exchanges were sent, as well as the email address to which the customer sent the previous correspondence so that DR customer service may locate the screenshots in question.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The charge on my account was may 18,2015 not may 2. It was for $106.95. I sent a screen shot from my home email address. since this is public information I will not supply it here. I do not want it given to the public. DR has given so many excuses. They even sent an email with an account number and a bunch of information to show to my bank. supposedly it was linked to this charge. It was supposedly refunded using the account given. The bank could not locate any of the information given. The bank also put in paperwork for a fraudulent transaction. I am hoping this will be taken care of ASAP. It's already been over a month.
Final Consumer Response /* (3000, 11, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The amount charged to my account was $106.95, not $129.95. It was placed on May 18,2015,not May 2,2015. The $129.95 is a totally different account, that is still in use. That is not the account I want refunded. I already sent a screen shot on May 18, 2015, and then again on May25, 2015, along with my email address. It was received and replied back by [redacted] online store customer service. Email Id:XXXXXXXX. I will not give out any account numbers, or any other personal information on this site. There should be enough information in the emails I sent directly to the company to fix this issue.
Final Business Response /* (4000, 13, 2015/07/13) */
Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding a charge to the customer's account. The complaint states that the customer believes there was an unauthorized charge placed to the customer's banking account in the amount of $106.95. The complaint also states that the customer has provided a screen shot of the order, but believes they have been unable to obtain a refund for this order. As such, the customer is requesting a refund for the full amount.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.
DR customer service has located the customer's email containing a screenshot, however, there is not enough information contained in the screenshot for DR to locate a charge in the amount of $106.95. Per DR customer service records, the order number the customer has provided was in the amount of $129.95, charged on May 2, 2015, and refunded for the full amount on June 2, 2015. DR customer service will need additional information from the customer in order to further assist.
DR customer service has unsuccessfully attempted to contact the customer via telephone. DR customer service followed up with an email to the customer containing a phone number for the customer to call, in an effort to better assist in resolving the issue. If the customer can provide the necessary information to DR customer service, DR can attempt to locate the charge in question. If the customer cannot provide the account information, if DR cannot locate the charge, or if DR does not hear back from the customer, DR can do nothing but advise the customer to dispute the charges with their bank. DR cannot refund an order/charge unless it can be located in DR's system.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12253421, and find that this resolution is satisfactory to me.

Initial Business Response /* (1000, 5, 2016/01/18) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes the product did not function as advertised, and as such requests a...

refund.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.
DR customer service has located the customer's order, and a refund has been processed. The customer can expect to see this reflected in their account in the next 5-7 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response because they are giving me the refund that I requested.

Digital River (DR) apologizes for the inconvenience the Customer experienced. Digital River powers eCommerce operations for companies. Additionally DR supports third party payment methods, such as PayPal. As the DR Customer Service representatives and CS Manager attempted to work with the Customer,...

it is believed the error was a login failure of the external payment method. Unfortunately that issue was out of DR’s control. The issue identified may be unique as no other reports of this specific issue have been received nor could be replicated by the DR CS and Technical teams. Additionally, reports show many successful orders placed with the originating software publisher, even with the third party payment method. However, a bug ticket remains open for further investigation and possible resolution. The Digital River Customer Service and Account team offered to assist in placing the order on the Customer’s behalf; however he declined and opted to work directly with the software publisher. The Customer’s contacts to the CEO and Management were received and responded to, including a direct phone call from the VP responsible for Customer Service. Digital River does care about offering a quality service for our customers and the companies we support. We truly regret the unfortunate experience the Customer encountered.

Digital River, Inc.  ("DR") is in receipt of a complaint from a customer regarding the customer’s request to have a hat and complimentary shirt sent to the customer.  The complaint states that the customer bought two bundled gifts that included one hat and one shirt in each of the two...

bundles but that certain items did not deliver as expected.  As such, the customer is requesting that a hat be delivered as well as a complimentary shirt to compensate customer for his time.   By way of reference, DR provides outsourced ecommerce reselling services to software manufacturers and developers to assist them in selling their products on the internet.  The software’s publisher handles technical support for this product.    DR customer service has located the customer’s order, and it appears that when the customer added two bundles to the cart, it did not add the second hat.  DR customer service has been working with our client, who has approved a shipment of the missing hat, but cannot approve further products for compensation.  The customer will receive a confirmation email as soon as the hat is shipped.   DR apologizes for any inconvenience experienced by the customer.   Sincerely, Digital River, Inc.

Initial Business Response /* (1000, 5, 2015/10/14) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes the product did not function as advertised, and as such the...

customer did not receive the software product download. The customer, therefore, requests a refund in the amount of $48.25, which the complaint states the customer believes is the purchase price plus tax.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.
DR customer service has located the customer's order, and DR customer service records indicate that the order has already been cancelled and that no funds were ever collected from the customer. DR customer service specifies that any charge visible to the customer is likely a preauthorization, which will automatically drop off the customer's account in the next 5-7 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.

Digital River (“DR”) apologizes for the inconvenience the Customer experienced. Digital River powers eCommerce operations for companies. While the product is sold through an online store managed by our system, we do not provide technical support and assistance with using the product after the...

initial purchase. In this specific instance the contacts the Customer is describing were with the publisher of the product itself and not DR.  However, as DR agrees that the Customer should not have been treated in this manner; we have processed a refund on the order and discontinued the automatic renewal.  The Customer can expect to see this reflected on their account within the next 3-5 business days, if it is not present already.  We have also begin an internal investigation on our side into the practices of the client the customer has brought to our attention. Digital River cares about offering a quality service for our customers and the companies we support. We truly regret the unfortunate experience the Customer encountered and appreciate your assistance is notifying us of worrisome business practices by one of our clients.

Initial Business Response /* (1000, 8, 2015/06/11) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding a product. The complaint states that the customer was guaranteed money back, and thereby filed a refund request. The customer also states that they have been...

unable to obtain such a refund. As such, the customer is requesting a refund.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.
Per DR customer service has located the customer's order and DR has processed the refund, pursuant to the customer's request. The customer can expect to see this refund reflected in their account with then next 3-5 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
[redacted]
Digital River, Inc.
Initial Consumer Rebuttal /* (2000, 10, 2015/06/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/03/18) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's request for a refund. The complaint states that the customer believes he purchased defective software. As such, the customer is requesting a full...

refund for the amount charged to his credit card.
By way of reference, DR provides outsourced e-commerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. The software's publisher handles technical support for this product.
Per the customer's request, DR customer service issued the customer a full refund on March 8, 2016. This credit should have appeared in the customer's account within 5-7 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/21) */