Projectmanager.com

Complaint: ***
I am rejecting this response because:i accept that I entered into a contract and that I should pay for a service for the month periodHowever, I do not accept that I chose the team (user, $per month) tariff because my business is a single person business and I have never had any need for this level of service from the companyAs stated in my original complaint, I am happy to pay for the last months on the basis of the lowest tariff (users, $per month) and would submit that whilst the company suggests that the licenses were allocated, any review of system usage would show that there was only ever a single user
Regards,
*** ***

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]

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,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 30 days and the account, if not cancelled otherwise, will bill for service after the free period. The customer in question was...

instructed on how to cancel their free trial period in an email sent to them on June 13th, 2016 at 11:34am CST. In this email, it was also clearly stated the customer needed to cancel their trial prior to June 19th, 2016 to avoid billing. I have attached a copy of said email. As 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 from. We 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,When signing up for [redacted], we clearly indicate on the sign up page your trial will begin billing after the 30-day free trial period expires (see attached: [redacted].The plan selected voluntarily by the customer at their sign up is for 20 licenses and bills at a...

flat monthly rate of $300USD. None of our plans offered are priced at $24USD (see attached: [redacted]At sign up, the customer was presented with and agreed upon our Terms of Use: [redacted] Please refer to the Payment section, where the Terms clearly state and give authorization to bill the credit card entered at sign up by the customer for services rendered.The customer's request for a refund was responded to within 14 minutes of being submitted, so unfortunately we are unaware what the statement of, "All my efforts to contact them directly have failed", refers to. Thank you for your time.

Complaint: [redacted]
I am rejecting this response because:  I cancelled this service, after the trial period.  Also if it is 30 per user per month that is still only 90 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 110.00 per month. 
Regards,
[redacted]

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 age. We as a company have this in our Terms and follow industry standards. We 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 card. Whether 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 own. If 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 them. As 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 account. In good faith we have recently refunded the past 30 days of service in the amount of $300USD. As 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 granted. We appreciate your understanding.

To whom it may concern,The document provided in the form of an email entitled, "May 20 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_13 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, 2016 7:07am: Customer signed up for a 30-day free trial, voluntarily, agreeing to the Terms of Use presented at sign up.-June 13, 2016 10:45am: Customer left a voicemail (did not speak with a support representative on the phone).-June 13, 2016 10:51am: Customer sent in an email requesting to cancel their account.-June 13, 2016 11:07am: Our Support called out to the customer via phone, however did not reach them.-June 13, 2016 11:34am: Our Support replied to the customer's email with instructions on how to cancel their account, as they requested. I'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, 2016 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 1 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 10 days ago as of the time of this response, on April 9, 2017 at 10:57am. No further information can be offered with regards to this inquiry, so no further response can be offered. Thank you for your understanding.

To whom it may concern,The email reminder that the account would become active was sent to the customer's outlook.com email on file on the server time stamp shown: 11/9/2016 2:30:03 AMThe email was sent from [redacted] with the title "ProjectManager.com - Free Trial".No bounce message was received to our email server, so the message was successfully delivered to the customer's email address. As stated in the last response, the customer's email message was received and replied to within 3 hours of entering our system. The customer may choose to perceive this as "no one is readily available to help" but by all reasonable standards, this would prove to be incorrect. While we never wish to hear of the customer's disappointment, our Customer Service team and Billing team responded to the customer's request well within the time frame given and in a professional and respectful manner.

Complaint: [redacted]
I am rejecting this response because:  The company did not provide a means in its interface to end or terminate the account, as virtually every other company does provide.  We could not even remove or change the credit card information.  A message was left about the account on 09/20/2017, which was ignored!  A total rip off.   They are not to be believed that they will not bill us again!    Will notify others not to ever do business with these people...   You will soon see our postings all over! 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]ProjectManager.com did not notify me when the free trial ended and no emails were sent to confirm payment cycle. Microsoft, Intuit and other reputable software companies have this common practice. I expected the same professionalism from [redacted]Their policy is to return calls within a 24 hour period, if there is a technical issue, no one is readily available to help. Their pricing page is misleading and they are unwilling to listen to the customers side. I am a small single proprietor start up and have lost hundreds of dollars within a few short months.I'm very disappointed with the manner in which [redacted] conducts their customer service.

To whom it may concern,At sign up, we record customer date, including name, email and company. Please 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]1 (4 years)". For this reason our company rejects the claim the customer that signed up for our services was a minor. The 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 policies. To 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, 2016 at 2:12pm CST (the call lasted 3 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 disrespectful. I'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.

This Complaint is not valid. This dispute was resolved with the customer through email. A full refund for the billed amount of $300 USD was processed today June 2 2017. This resolution was communicated to the Customer via email from our Billing team on 06/02/2017 1:19 PM CD.

To whom it may concern,The customer in question states they tried to terminate their account over the trial period, however this is not the case. Our system shows no emails or phone calls from the customer prior to the free trial period expiring on September 19, 2017. The only communication we have...

received from the customer came in the form of two emails, dated October 3, 2017 - screenshot attached (warning: contains graphic language). The emails were sent in outside of our standard support hours (which are 8am to 5pm Central Time), but were addressed the morning of the next day, less than 1 business day after being received. During all 30-day free trials, the customer is able to cancel at any time by either logging into the account and doing so, or by contacting Customer Support. The customer in question failed to cancel or contact us during the free trial period. As the customer contacted us as mentioned on October 3, 2017, their account has been cancelled as of this time.Per our Terms of Use (https://[redacted]) presented to the customer at sign up and agreed upon by the customer when proceeding to sign up for an account, all trial are free for 30 days, and billing will commence for services provided after the free period expires. It is the customer's responsibility to cancel their account, which can be done simply by contacting us. At sign up, we notify the customer of the terms of use, and that their free trial will bill after 30 days. Please see attached screenshot 'signup1'. As services were signed up for by the customer of their own free will and provided accordingly to the customer (regardless of use) beyond the 30 day free trial period, the billing that took place for the subscription signed up for is legitimate, and no refund will be issued. Thank you for your understanding.

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 10 users at a flat monthly rate of $200USD. Had 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 10 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 5 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-month. The account billed for 7 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 30 days of service to the customer.

Complaint: [redacted]
I am rejecting this response because:I am not sure how or why the trainee used our Program Managers name and email. Quite possibly to hide his identity. Only he can explain why he did it. Possibly being that he was a minor, his judgement was not at its best.This contract was NOT signed by [redacted]. Please see attached Screen Shot of how this all began. On 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 anything. In searching [redacted]s mailbox, he found your signup email in his junk mail. He forwarded the attached email to me (Fri 12/2/2016 2:38 PM), and we began our investigation. Being 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.com. The trainee who signed up did not notify us as well. We 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 trainee. And 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[redacted]ers claims are false, by searching for that email. But 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 MINOR. Just because that person used [redacted]s email and name, does not verify to us that it was [redacted] who did this. If you can provide more information to us to verify that the signer was in fact [redacted], like birthdate or home address, or any other information that should have been collected upon signing to verify identity, then we will close this matter. If you do not have some other form of proof that it was [redacted], other than a name and email, then it is in your best interest to believe the cus[redacted]er is telling the truth.We recommend that you require proof of the signers identity before enabling them to go into contract with you. If 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 signed. Because that information would have not been correct. Otherwise, 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[redacted]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[redacted]er/non cus[redacted]er only has to pay for a service you provided them. Why would you insist on charges that the cus[redacted]er is claiming were not authorized. Is 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[redacted]er, just the paycheck.
Regards,
[redacted]

To whom it may concern,We would be happy to address the sequence of events taken by the customer that resulted in the billing for the services provided.-On October 10, 2016 at 4:45pm CT, the customer signed up for a free 30-day trial. Please see the attached screenshot 'signup' (which reflects the...

date and IP address of the customer). At sign up, the customer chose our Personal Edition, which at the time billed for 3 licenses (as seen in the screenshot) at $75/monthly (3 licenses at $25/month each).-During the sign up process, it is clearly stated on the sign up page that the customer will be billed at the conclusion of their 30-day trial unless they otherwise cancel, which they are free to do at any time. Our Terms of Use are also presented and agreed upon by the customer at sign up, which clearly indicate in no uncertain verbiage that 1. the user is responsible for cancelling their account, 2. that billing will begin after 30 days if not cancelled, and 3. that we have a No Refund policy, since our billing is month to month and may be cancelled at any time by the customer. Please see attached screenshot 'trial'. -Our pricing plans are tiers of users. As mentioned, our Personal Edition is for 3 licenses. Accordingly, we also offer a Team Edition, which is for 10 licenses. At the time of the customer's account, the Team Edition cost $20/monthly for each license, and included 10 licenses, or $200/monthly. On October 16, 2016 at 9:15am, the customer updated their edition from within the account from the Personal Edition to the Team Edition, which as previously mentioned, bills for 10 licenses at $200/monthly. Please see screenshot 'Edition_Change' showing the system log of this change.After the 30-day free trial period concluded, as stated on the sign up page and in our Terms of Use, billing began for the services provided to the customer. The customer was able to cancel at any time, but did not do so, resulting in the valid billing that took place.

Dear customer,I'd like to first establish a timeline of events to help address this complaint.-Aug 21, 2017 - customer signed up for a 30-day free trial on our Business Edition. This plan is for 20 licenses and each license at the time was $20 per month (our current cost is $25 per). We display the...

fact that the Business Edition comes with 20 licenses on the Pricing page, please see attached image 'pricing'. -Sep 20, 2017 - The 30-day free trial period expired, and billing commenced. The first billing attempt on the 20th failed, but the next attempt on Sep 26, 2017 was successful.-Oct 20, 2017 - the account billed for a second time for the Business Edition (as our plans are monthly subscriptions)-Oct 30, 2017 - the customer contacted our Support Team asking for the account to be cancelled, at which time we did immediately cancel the account. At signup, our Terms of Use are presented and agreed to by the customer, which clearly outline our Cancellation Policy and No Refund Policy. Had there been any questions on pricing, our Support Team would have been happy to address them, but unfortunately we were not contacted by the customer. As a courtesy, we have done the following for the customer:-The billing that occurred on Oct 20, 2017 has been refunded in full in the amount of $400USD. (Note: We have sent the funds electronically from our system to your card issuer. It may take 5-10 business days for the funds to be reconciled to your account. For 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, 2018 (2 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 have shown that the person you claim signed up for your services neither used them, nor wanted them, nor even knew about them. As a professional business we pride ourselves in working with individual circumstances efficiently rather than just looking at everyone as one lump number. We get that you are saying you provided access to your services. The only issue with this comment, is that we did not KNOW we had access to these services. Therefore, did not, and could not use them. If 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 others. Now that they know we exist. Rather than the contrary. As we all know, reputation is everything in this competetive world. We are very unsatisfied with losing such a large amount of money for something that we did not sign up for. But as you know, loss is a part of business. We have already dealt with our trainee, and they are not with our company any longer. We had just hoped for a professional business to see a special circumstance and work with us. We 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 are. As 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]

To whom it may concern,The plan selected by the customer is our Business Edition, which is for 20 licenses, as displayed on our pricing page. The plan bills for $300 monthly as it is for 20 licenses and included features specific to our Business Edition. This 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 needs. Had 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 point. Note as well that in our Terms of use, our Cancellation Policy clearly states that, 1. The customer can cancel at any time by contacting us, and 2. We have a no refund policy. Our 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 email. All Billing inquiries need to be handled via email for documentation purposes, and we replied to the customer within 3 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]