Projectmanager.com

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 Regards, [redacted]

To whom it may concern,The customer in question was denied a refund due to the following reasons:-The customer was presented with and agreed to our Terms of use at the time of signing up which clearly outline our cancellation and no refund policies: [redacted] -The customer chose the 'Team Edition' at sign up, which is for users at a flat monthly rate of $200USDHad there been any questions regarding pricing and features, our Support team would have been happy to assist, however the customer did not contact us.-Regardless of use, the account and the full licenses and edition features were allocated and made available to the customer to use at any time while their account was active.-The customer was sent an email notification to their email address on file days before the account became active as a courtesy reminder.-On the sign up page we clearly display and indicate the paid monthly subscription starts automatically after the 30-day free trial ends.-The customer could have cancelled their account at any time to cease billing as our subscriptions are month-to-monthThe account billed for months.While we have a No Refund policy clearly outlined in our Terms, as a sign of good faith we will be issuing a refund for the past days of service to the customer

To whom it may concern,It is standard industry practice for online services, when entering into a paid service, to state in the required Terms of service that the customer must be 18+ years of ageWe as a company have this in our Terms and follow industry standardsWe have no reason to assume our services were not signed up by the customer as indicated in the sign up details previously presented, as their email address was used, name was used, and had access to a company credit cardWhether or not an unauthorized individual belonging to said company used these details to sign up for our services is irrelevant as the burden to maintain such access falls on the customer's company and not our ownIf the individual who signed up for our services falsified their identity and violated the policies of your company, as you in your own words have said they have, we would advise you to seek damages from that individual, or from the individual who improperly granted access to themAs it stands, our services were willfully signed up for, under the identity of a person of legal age to do so, and our services were made accessible (regardless of use) throughout the duration of the accountIn good faith we have recently refunded the past days of service in the amount of $300USDAs no reason has been presented that would qualify for an exception from our Terms of service which indicate clearly our No Refund policy, no further refund will be grantedWe appreciate your understanding

To whom it may concern,When signing up for a free 30-day trial, on the sign up page and also in our Terms of Service, it is clearly stated the free trial period is for days and the account, if not cancelled otherwise, will bill for service after the free periodThe customer in question was instructed on how to cancel their free trial period in an email sent to them on June 13th, at 11:34am CSTIn this email, it was also clearly stated the customer needed to cancel their trial prior to June 19th, to avoid billingI have attached a copy of said emailAs the customer agreed to the Terms of Service presented at sign up, giving consent to be billed for services provided to the credit card voluntarily provided, and failed to follow the instructions sent to cancel their trial in the time period allotted, the customer was accordingly billed for service, negating any allegations of fraudulent activity.ProjectManager.com has tens of thousands of customer accounts and we interact with them on a regular basis, from our physical office located in Austin, TX, USA, where I am currently writing this response fromWe do recognize there are customers who happily use our services without the need for support (as our software is very intuitive and easy to use) - as we assume a customer is financially responsible and intends to use our services signed up for voluntarily, we do not cancel or cease billing accounts who do not contact us over a period of time.Please note there will be no further response to this inquiry, thank you for your understanding

To whom it may concern,At sign up, we record customer date, including name, email and companyPlease find attached a screenshot from our system indicating the customer's name and company.Please also find attached a screenshot with the same name of the customer for their LinkedIn profile, indicating as well the company filing this complaint that is also displayed in the customer data collected at sign up on our end.Note in the Background section of the LinkedIn profile, the customer has "US Army V Corps, [redacted] ***(years)"For this reason our company rejects the claim the customer that signed up for our services was a minorThe date the account was created with our company: March 15, 2016.We would like to also call attention that the customer LinkedIn profile does also show "PM Community" in their Group.With regards to the authorization for an employee to be able to use a company credit card - the responsibility to track credit card and fund usage falls on the company filing this dispute, and in no way voids the Terms of use agreed to by the customer, which clearly indicate our No Refund and Cancellation policiesTo lastly address the claim that, when speaking to a representative at our company, "The person on the phone actually laughed at us"I physically sit beside the representative that fielded the call to the customer and was present at the time of the phone call, on December 2nd, at 2:12pm CST (the call lasted minutes), and they conducted themselves in a professional and courteous manner, and at no point in time laughed at the customer in a manner that would be construed as mocking or disrespectfulI've included a screenshot from our system with the representatives notes for said call.Our services were willfully signed up for, by a person of age legally to do so, and were provided and made available to the customer throughout the span of their account with us

To whom it may concern,The plan selected by the customer is our Business Edition, which is for licenses, as displayed on our pricing pageThe plan bills for $monthly as it is for licenses and included features specific to our Business EditionThis is also clearly displayed in the customer's Account section (see attached image)Had there been any questions on pricing or the edition the customer chose of their own free will, our Support team would have been happy to assist and answer any questions and help the customer choose the best plan for their needsHad the customer contacted us as well after the initially billing and let us know there had been a mistake, we would have been happy to help remedy the situation as well.However our services were provided for several months, and were accessible and usable by the customer at any pointNote as well that in our Terms of use, our Cancellation Policy clearly states that, The customer can cancel at any time by contacting us, and We have a no refund policyOur Terms were presented at sign up and agreed upon by the customer when they proceeded with an account.The customer contacted via phone message and additionally via emailAll Billing inquiries need to be handled via email for documentation purposes, and we replied to the customer within hours of receiving their message.To lastly put the customer's mind at ease and ensure them our company and services are not a scam, feel free to review our Customer Stories on our website: [redacted]

Dear customer,I'd like to first establish a timeline of events to help address this complaint.-Aug 21, - customer signed up for a 30-day free trial on our Business EditionThis plan is for licenses and each license at the time was $per month (our current cost is $per)We display the fact that the Business Edition comes with licenses on the Pricing page, please see attached image 'pricing'-Sep 20, - The 30-day free trial period expired, and billing commencedThe first billing attempt on the 20th failed, but the next attempt on Sep 26, was successful.-Oct 20, - the account billed for a second time for the Business Edition (as our plans are monthly subscriptions)-Oct 30, - the customer contacted our Support Team asking for the account to be cancelled, at which time we did immediately cancel the accountAt signup, our Terms of Use are presented and agreed to by the customer, which clearly outline our Cancellation Policy and No Refund PolicyHad there been any questions on pricing, our Support Team would have been happy to address them, but unfortunately we were not contacted by the customerAs a courtesy, we have done the following for the customer:-The billing that occurred on Oct 20, has been refunded in full in the amount of $400USD(Note: We have sent the funds electronically from our system to your card issuerIt may take 5-business days for the funds to be reconciled to your accountFor any questions on delays, please contact your card issuer directly.)-We have reactivated your account so you may continue to use the service, and have also delayed the next billing date until Jan 20, (months free, a value of $ [redacted] on your current plan)We will re-cancel the account prior to this date to avoid any additional billing unless we hear from the customer otherwise

Complaint: [redacted] I am rejecting this response because: I cancelled this service, after the trial period Also if it is per user per month that is still only per user I did not select the 10user subscription I would never have done that becuase I am the only business member Please refund me the difference then of the per month Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: According to my notes, I contacted ProjectManager.com on June 13th to cancel my subscriptionI called and confirmed my cancellation the same day Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:I have shown that the person you claim signed up for your services neither used them, nor wanted them, nor even knew about themAs a professional business we pride ourselves in working with individual circumstances efficiently rather than just looking at everyone as one lump numberWe get that you are saying you provided access to your servicesThe only issue with this comment, is that we did not KNOW we had access to these servicesTherefore, did not, and could not use themIf it were our business, we would have quickly refunded this customer to ensure that they are satisfied and possibly would consider using and referring our services to othersNow that they know we existRather than the contraryAs we all know, reputation is everything in this competetive worldWe are very unsatisfied with losing such a large amount of money for something that we did not sign up forBut as you know, loss is a part of businessWe have already dealt with our trainee, and they are not with our company any longerWe had just hoped for a professional business to see a special circumstance and work with usWe hope that you will take our words and advice and possibly work on your sign up procedures to ensure that the person that signs up for your service, is who they say they areAs well as consider another form of notifying a customer of such a large investment other than one email that goes to a junk folder Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because:I am not sure how or why the trainee used our Program Managers name and emailQuite possibly to hide his identityOnly he can explain why he did itPossibly being that he was a minor, his judgement was not at its best.This contract was NOT signed by ***Please see attached Screen Shot of how this all beganOn December 1st, I reached out to all of the people who might have charged our bank account, (see attached emails to our managing staff)Everyone searched thier mailbox to see if they knew anythingIn searching ***s mailbox, he found your signup email in his junk mailHe forwarded the attached email to me (Fri 12/2/2:PM), and we began our investigationBeing that it went to junk, he didn't notice the email until after we found the unauthorized charges and he searched his mailbox for Projectmanager.comThe trainee who signed up did not notify us as wellWe only then found out it was the trainee because of the dates these charges began, and the dates we provided the ACH information to the traineeAnd we then contacted that person and they verified it.I am glad that you are doing your due dilligence in this matter in searching LinkedIn to prove the cus***ers claims are false, by searching for that emailBut we are notifying you that these charges are unauthorized, and the person who signed up for them was not an employee with our company and a MINORJust because that person used ***s email and name, does not verify to us that it was [redacted] who did thisIf you can provide more information to us to verify that the signer was in fact ***, like birthdate or home address, or any other information that should have been collected upon signing to verify identity, then we will close this matterIf you do not have some other form of proof that it was ***, other than a name and email, then it is in your best interest to believe the cus***er is telling the truth.We recommend that you require proof of the signers identity before enabling them to go into contract with youIf the signer had to provide birthday and address, then we would be in a much better position to prove to you that this was not [redacted] who signedBecause that information would have not been correctOtherwise, you are allowing anyone to come onto your website and sign up with any given name they choose.Being that you should be priding yourself in cus***er satisfaction and business practices, when a business comes to you and says that they did not sign up for your service, and have not used your service, you as a business should be doing everything in your power to make sure the cus***er/non cus***er only has to pay for a service you provided themWhy would you insist on charges that the cus***er is claiming were not authorizedIs it in your best business practice to take money from someone when they don't want your service and are not using your service? You have therefore left the public to believe that you do not care about the cus***er, just the paycheck Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] This response is not satisfactory to me but I can see no further course of action that is open Regards, [redacted] ***

To whom it may concern,The document provided in the form of an email entitled, "May 2016_Date Ordered Free Trial_Email" is an automatic email message sent to all users who sign up for a trial.The document provided entitled "Cancellation Request Email Sent to ProjectManager June_2016" is the same document I presented a screenshot of in my previous reply, showing the response to the email message from our Support Representative with instructions on how to the your trial.A timeline of events for full transparency, as there still seems to be confusion:-May 20, 7:07am: Customer signed up for a 30-day free trial, voluntarily, agreeing to the Terms of Use presented at sign up.-June 13, 10:45am: Customer left a voicemail (did not speak with a support representative on the phone).-June 13, 10:51am: Customer sent in an email requesting to cancel their account.-June 13, 11:07am: Our Support called out to the customer via phone, however did not reach them.-June 13, 11:34am: Our Support replied to the customer's email with instructions on how to cancel their account, as they requestedI've again attached the email showing the instructions to the customer, with the date/time stamp, where it also clearly states when they needed to cancel by to avoid billing.-June 19, 11:01am: The instructions to cancel the trial were not followed by the customer and the initial billing took place, following the conclusion of the 30-day free trial period, as stipulated on the sign up page and in our Terms of Use (https://www.projectmanager.com/terms).Note in the above timeline, our Support tried to contact the customer twice, via phone and via email, in less than hour of their contacting us, and the information requested on how to cancel their trial was promptly and clearly provided to the customer.We were not contacted again by the customer via phone or email up until days ago as of the time of this response, on April 9, at 10:57amNo further information can be offered with regards to this inquiry, so no further response can be offeredThank you for your understanding

Complaint: ***
I am rejecting this response because:I have no messages in my inbox from *** to confirm sign up or end of trialThe first message I received from ProjectManager was dated 1/23/in response to my outreachI have not received a call back as requestedAgain, customer service is lacking and I want to be on record with Revdex.com
Regards,
*** ***

The customer is question has been issued our maximum refund possible and their account has been cancelled as requestedIf the customer feels that this is a fraudulently used account, we would suggest to file fraud with their bankWe receive a customer's information only when the customer signs up
for our software and enters their account informationWe also send out an email reminder days prior to billing commencing that the trial is about to end

Complaint: ***
I am rejecting this response because:despite all of the information presented by the company regarding what was signed up for and the feature set available for the higher priced tiers, the company refuses to accept a simple mistake on my part as a start up business and an offer from me regarding payment for the lowest tier for the period in questionthe company has not provide me with a copy of the 'automated notification' that was allegedly sent to me prior to the end of the trial period (which I can find no record of), nor acknowledged that any investigation on system usage would show that there was only ever a single user and that user did not utilise any of the feature set available from the higher priced tiers
Regards,
*** ***

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

Complaint: ***
I am rejecting this response because: Today is the 30th day and I also previously attempted to cancel my account onlineThen attempted to call customer service times and no one answersAll you get is a voicemailThis company is a scam business, taking people's money when they try to cancelI would STRONGLY urge anyone to stay away from these guysUse Microsoft Project insteadThey took my $216, that I need for my family after I made multiple attempt to cancelThey took my money then cancel
Regards,
*** ***

Customer signed up for a Free day trial for the Team Edition of our software We are a subscription based online softwareWe clearly display a link to our Terms and also display when the paid subscription begins As customers subscribe to our monthly service at ***.com,
and they are free to cancel their account at any time, we have a "no refund" policy in placeThis is clearly outlined in our Terms of Service which are approved by the customer at the time they subscribe to our service. Customers can cancel their account at any time, whether they are on a Trial or Paid basisWe process all cancellation requests immediately within business day. Our terms of service state: "You may cancel your free trial or your subscription at any timeIn order cancel your free trial, you must do so within your account prior to the end of the trial period. Customers must cancel their paid subscriptions by contactingcustomer *** at 1-***-*** or emailing us at ***@***.comYou are not entitled to refunds under any circumstances when you cancelThere are no refunds or credits for partially used subscriptions or fordowngraded subscriptions during a billing period.” Customer Registered for a Free day trial on 2018-Jan-02.The paid subscription commenced 30-days later on 2018-Feb-02 Attached are screenshots of the sign up page and the Cancellation terms as seen on out Terms page https://www.***.com/terms outlined in red for viability The Customer Did not request the trial account be cancelled within the days

To whom it may concern,Our company in good faith has already refunded the past days of service, though we have a No Refund policy, which is included in the contract the customer agreed upon and has acknowledged.As our pricing is tiered and each edition has a specific feature set, it is common for customers to sign up for a particular tier to gain access to a higher feature set while not fully utilizing all licenses availableThe Team Edition has a feature set that was made available to the customer, which is a part of the associated cost, regardless of usageWhether the customer has chosen to or not to accept the edition they signed up for, it stands that the Team Edition was selected for the account, which bills at $200USD/monthThe account billed at this rate for monthsAt any time the customer could have cancelled the account to prevent further billingHad there been any questions on pricing during the initial sign up process, our Support Team would have been happy to assist, however we were not contacted by the customerThe Team Edition on our pricing page clearly indicates it is for users.No further refund will be issued, however if the customer would like to continue using the service on a lower tier edition, we would be willing to apply the current payment towards future months of prepaid service