Placester, Inc.

This customer upgraded his subscription on 7/23/from our Tier offering to our Tier offeringThe new tier includes both product and services in the subscription in which we delivered a website product as well as two coaching consultations (the customer can use up to per month and they do
not roll over)On 8/17/15, he also subscribed for paid advertising in which we managed *** *** campaigns on his behalfThe management fee for this is included in his $per month tier subscriptionAll of those dollars were allocated back into campaigns that generated paid traffic to his website. On 10/13/he called to downgrade his account to the website product as he no longer wanted to invest in paid advertising or take advantage of the coaching services. One of his complaints is that he did not feel he received the expected value from the coaching services that we deliveredAs such, we are refunding him $This amount covers the difference between the cost of the tier he originally upgraded to ($per month) and the cost of the tier he downgraded to ($per month tier subscription) for four monthsAt that time there was no feature difference between those two tiers, just the availability of the coaching consultations and advertising management which are the services at issueWe have chosen not refund the entire $because for the entire period of the subscription the customer has had access to and used the features available in the $per month tier subscription.The customer has been informed and the refund has been submitted for settlement

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#454545} span.s2 {color: #e4af0a} Email sent to customer on 9/30/16:  "Congrats again on getting started with us - excited to have you on board! I wanted to send over the discussed recap of your subscription. "Essential (Front-End)" Subscription - $100.00/month (50% off first 4 months) * Your subscription is month-to-month* Features included: ** Responsive, IDX Website with Natural Language Search** Map Based Search** IDX Listings Pages** Advanced Lead Capture * Recommended image sizes ([redacted] Requesting IDX [redacted] (once you get your broker's email) You will be charged $50.00 today and have access to the advanced features within a few hours. As you work on creating your site, please feel free to contact our Support Team with any setup/functionality questions by phone ([redacted], M-F), email ([redacted], 7 days/week), or our online support portal [redacted])."  The charge from 2/28/17 was not unauthorized. The customer called in after being charged on this date to request a refund for the charge, but did not explicitly express a desire to cancel. The customer was advised on multiple occasions to contact our Account Management line if he would like to cancel, which he had never done. We will always send a receipt upon cancellation, which was done on April 3rd when the customer finally reached out to our Account Management team to cancel this subscription.

The customer called to cancel on the day his subscription was set to renew (5/5/16), and was successful in canceling. However, he called after our billing system attempted to charge his card. The payment to the card declined that day and our billing system was able to process the charge 5 days...

later (5/10/16).The customer reached out to support the next day (5/11/16) and was transferred to a supervisor. The supervisor spoke to him and refunded his money. At this point there are no funds we can return. We have made many attempts to follow up with him to make sure he received his money and to apologize for the confusion but have not been successful in reaching him and have not had our calls returned.

The 25.00/month subscription was for a separate product. In a direct conversation with the customer, we offered to refund her the 25.00 charge as a courtesy. We're also taking care of the over-draft fee despite it not being something within our control. Moving forward, it has been communicated...

that, if someone subscribed for separate products, we do not refund charges that a customer agrees to paying at time of subscribing.

we coordinated with the customer and the outcome and details can be found below.5/31/16 - Subscribed with a member of our Sales team for a KW-exclusive bundle (55.00/month)2/22/17 - Subscribed, via www.placester.com, for our 10.00/month subscription package under a different email address and...

with a different credit cardPlease note: Customer's MLS passes along a data surcharge of 1.67/month bringing the monthly total to 11.67/month7/31/17 - Customer replied to a different member of the team highlighting he had two accounts. He requested the past 4 months be refunded and the additional account be canceled8/2/17 - Called our team to cancel your additional accountAs the customer mentioned in his complaint - he certainly shouldn't have to babysit your credit card. While there isn't any way for us to discern when one does or doesn't want a subscription (particularly when different email addresses and billing information are provided) we can imagine how frustrated he must be. Frustration certainly isn't the goal. We initially offered to refund the past 4 months but then opted to refund him as of 2/22 when he subscribed, online, without speaking with any other members of the team.We're genuinely on a mission to help those in real estate succeed and hope our efforts here continue to demonstrate that value.Best,[redacted]

Good morning, My name is [redacted] and I am the Manager of Account Management at Placetser, Inc. I recently received a Revdex.com complaint letter that I am responding to. Complaint #[redacted] was filed by [redacted] after we had spoken to the customer many times. He is able to cancel his service...

with us at any time (there is not commitment period) and we have been very upfront and honest about the issues he has brought to us during his time using the product. After receiving answers from our support team multiple times he chose to stay and continued to use the product. For this reason, and our terms and conditions clearly stating our fees are nonrefundable on our website, we are not able to grant him a refund. Here is a copy of the specific language in our terms and conditions. "Charges for the Services are billed in advance on a monthly basis and such monthly fees are non-refundable. There will be no refunds or credits for partial months of service, upgrade/downgrade refunds, or refunds for months unused with an open account."Please let me know if there is anything else we need to do to resolve this issue.Best,**

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September 20, 2016. She received a 50% discount for her first two months.   [redacted]'s subscription is monthly. She was charged for her monthly subscription on 5/20/17.    She reached out to our Support team, two days later on 5/22/17, to cancel her account. Our Support team transferred her to our Account Management line where she left a voicemail.    Our Account Management team spoke with her, on 5/23/17, confirming that she would have her account for the remainder of that billing cycle and that her subscription would cancel upon renewal.  While we would love for [redacted] to remain a customer, we respect anyone's wishes to go with another vendor should they better meet their needs. Given that, we have set her subscription to expire upon renewal and will not bill her again.    [redacted] also requested a prorated refund for the time in which she will not be using her services. This request was denied per our Terms and Conditions.   Per our Terms and Conditions (also located here: [redacted]/), recurring Fees for the Services are charged in advance on a periodic basis and are non-refundable. There will be no refunds or credits for partial service periods, upgrade/downgrade refunds, or refunds for service periods unused with an open account.

Dear officer I would like to withdraw this complaint [redacted], as after I told the business that I've filed a complaint about them, they decided to refund me. So no further assistance needed. I appreciate your time and sorry for the inconvenience! Revdex.com is the best. Consumer loves you!
[redacted]...

[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]

As discussed with Mr. [redacted], we're genuinely on a mission to help those in real estate succeed online. In part of that effort, we hold communication and transparency with extremely high regard. For consistency, all of our terms, agreements and conversations spoke to the auto renewal. Our goal is...

certainly never to mislead any customers or prospective customers. We could've certainly avoided this frustration had there been a request to amend the subscription. We coordinated directly, after better understanding the frustration, and delivered an amicable solution.

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].  
 
Regards,
[redacted]