Rescuecom

Mr [redacted] came to us for service on March 30, 2016, to look at and fix a broken laptop He agreed in person with our staff and through email to all applicable fees, which he clearly understood upon signing upHe desired one-time service, which is a fee of $for one hour of a technician’s work after NYS taxes Service and the fees involved were agreed upon by Mr [redacted] on April and scheduled for April at 11:AM, as documentation showing our [redacted] customer information clearly shows Mr [redacted] did not attempt to cancel until outside of that time frame and not the next day, as he claims Our policy stating that a customer has hours to cancel service before being charged is clear on the phone, in writing, on our website, via email, and in personAccompanying documentation will also show that Mr [redacted] was made aware of all policies regarding changes to service or cancellation, although all of our business was conducted on-site in person and he never desired to cancel within the appropriate timeframe

It is true that we do not allow customers to cancel their Unlimited Computer Support Subscription whenever they please, which is why we make absolutely certain each one knows he or she is locked into a 12-month agreementThere is no way anyone can claim we are at fault if they do not understand thisAccompanying documentation will show it is explained thoroughly in every email contact with a customer, and we refuse to sign anyone up for a subscription unless we can verify that they understand this is the caseRefund and cancellation policies are not secret to anyone, as they can be found directly on our website at [redacted] for anyone to view at any timePlease also note that Mr [redacted] wrote a glowing review of our company on Google, as a photo of said review will show.As for Mr [redacted] 's second complaint, we never refuse to provide information on our company unless one is asking for information we have a right to protectAll pertinent information is visible online for public viewing, and we are glad to provide any necessary to a customerA refusal to name an employee was our right to protect him as we see fitThere is nothing relevant in knowing a salesperson's name, as all read the exact same details and provide identical information

RESCUECOM is very clear with customers about the details of our Unlimited Computer Support Subscription We never sell one until a customer understands that, with the subscription, he or she is locked into a 1-year contract including monthly payments During this time, a customer can get as much tech support as desired at any time without limits It is very expressly stated on the phone or in person, through email, and on our webpage outlining cancellation and refund policies that a customer commits to paying every month for a year and then choose whether to renew or not, and it is also very expressly stated that there is a 48-hour period from beginning a subscription during which it can still be cancelled; it cannot be cancelled within the yearly period after that point.Any customer can choose one-time service to schedule a fix with one of our technicians Why a customer would choose a one-year monthly subscription service and be upset that he is required to pay monthly after he has agreed to do so seems like blame-shifting We are not unsympathetic to Mr [redacted] financial woes, we simply did not consider it our responsibility to hold him to his word or go against our policies for one individual's sake when it is a policy to which we hold all our customers.Mr [redacted] account will be put on hold so that he is no longer responsible for future payments

We hired Fry Wagner (United Van Lines) to move some furniture and household goods from Springfield to Mukilteo, WA The team they sent to pack and move the furniture did not use packaging methods when preparing the furniture for shipping As a result, the finish on one antique armchair was damaged, as was the finish on the cedar chess and desk, which were wrapped in paper and placed in the van without the shipping blankets A leather wing chair was dropped while placing on the truck, breaking a chip off one leg of the chair A new English Oriental style black laquer coffee table was damaged in several locations along the edges and one leg was damaged during to move Again, the coffee table was wraped in paper with no protective blanket used when loading onto the Van
The response from United Van Lines was to offer a settlement check instread of offering to repair the damaged pieces The settlement offer will not cover the cost of the repairs eventough we paid for full insurance coverage

I am including a screenshot of our chargeback management page for this particular chargeback According to the "documentation" tab, it was issued on 4/ We responded on 4/

We did an excellent job for *** and resolved his problemHis complaint about being signed up for our monthly subscription seems invalid, because we never sign a customer up for our subscription service without his or her full knowledge of what that entails. Not only do we refuse to sign anyone
up for a subscription without their knowledge that they cannot cancel or receive a refund outside of a 48-hour window of their renewal date, but as expressly stated in service confirmation documents, this information is available on our website as public knowledge at any time at ***, so it is very transparently visible to anyone who wishes to subscribe.We did not suddenly spring a subscription on Mr*** without his understandingTypically this is a tactic employed by those who want unlimited service for a low price who claim to agree to terms in order to get as much service as possible and then dishonor said termsThis is not necessarily the case with Mr***, but it certainly is more often than not.What we have done is the courtesy of cancelling Mr***'s subscription despite being rightfully justified in collecting a monthly fee for its full year termWe are uncertain what his complaint is now, as we cancelled the payments he was responsible to make simply to appease him

The document we included in our original response in a scan of the originalA scan is a legal documentAgain, we did not spring a fee on Mr***No customer is signed up for a monthly subscription without a thorough explanation of the requirements, stipulations, and fees.The screenshot included is not our main pageThe link to our refund /cancellation policy and commitment to our customers is easy to find from there.The fact is that Mr*** did agree to purchase a subscription or we would not have signed him up for oneWe are more than happy to suspend his account if that is what he desires

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
A total review of my checking account for the past three months DOES NOT show a charge back from the company in the amoUnt of $or any amount for that matter
Regards,
*** ***

Mr. [redacted] came to us for service on March 30, 2016, to look at and fix a broken laptop.  He agreed in person with our staff and through email to all applicable fees, which he clearly understood upon signing up. He desired one-time service, which is a fee of $213.84 for one hour of a...

technician’s work after NYS taxes.  Service and the fees involved were agreed upon by Mr. [redacted] on April 4 and scheduled for April 15 at 11:15 AM, as documentation showing our [redacted] customer information clearly shows.  Mr. [redacted] did not attempt to cancel until outside of that time frame and not the next day, as he claims.  Our policy stating that a customer has 48 hours to cancel service before being charged is clear on the phone, in writing, on our website, via email, and in person. Accompanying documentation will also show that Mr. [redacted] was made aware of all policies regarding changes to service or cancellation, although all of our business was conducted on-site in person and he never desired to cancel within the appropriate timeframe.

It is true that we do not allow customers to cancel their Unlimited Computer Support Subscription whenever they please, which is why we make absolutely certain each one knows he or she is locked into a 12-month agreement. There is no way anyone can claim we are at fault if they do not understand...

this. Accompanying documentation will show it is explained thoroughly in every email contact with a customer, and we refuse to sign anyone up for a subscription unless we can verify that they understand this is the case. Refund and cancellation policies are not secret to anyone, as they can be found directly on our website at [redacted] for anyone to view at any time. Please also note that Mr. [redacted] wrote a glowing review of our company on Google, as a photo of said review will show.As for Mr. [redacted]'s second complaint, we never refuse to provide information on our company unless one is asking for information we have a right to protect. All pertinent information is visible online for public viewing, and we are glad to provide any necessary to a customer. A refusal to name an employee was our right to protect him as we see fit. There is nothing relevant in knowing a salesperson's name, as all read the exact same details and provide identical information.

This is a server report, not a complaint.  We provided the service this particular customer required for her particular problem, but that is not what she has described here. We have developed and patented the most advanced cloud-based software, like our RESCUECOM Internet Security Suite, to...

handle the most difficult problems people have with computers.  These programs are more than adequate to handle worst-case scenarios, and customers never have a problem with their effectiveness. Ms. [redacted] received the help she desired and purchased an Unlimited Computer Support Subscription.  Many people attempt to cancel despite being told very clearly more than once that they commit to 12 months of service and monthly fees upon signing up. We offer the best guarantees in the industry, but some people are angry when they think they can simply save money by refusing to honor their commitment.

Please see the enclosed documents in response to [redacted]'s complaint.  Additionally we have two recordings we wish to submit please email us so that I can email them to you.Thank you,David A. M[redacted]CEORESCUECOMGreetings Revdex.com, On July 2, 2015 [redacted] called RESCUECOM to assist her in...

fixing her iPad.  At which time she joined the RESCUECOM Unlimited Computer Support Subscription, as captured on the enclosed recording "[redacted] Agreeing Join RESCUECOM Unlimited Computer Support Subscription."  This subscription has a membership fee of $19.00 and a monthly fee of $29.99 with a minimum membership period of 12 months. Which she signed agreement to on the enclosed service call receipt 320113.  She agreed and gave her MasterCard ending in 7804. On July 6, 2015, as you can tell by the enclosed recording of her with our technician.  [redacted] asked RESCUECOM to order the parts necessary for a total of $120.93 and charge it to her Master card ending in 7804. The next day, she called me screaming at me that I did not have the authority to charge the charge her MasterCard.  I did not argue with her, I did however tell her that the repair would be on hold until she paid for the parts.  She didn’t care about anything but getting the charge refunded to her MasterCard.  I explained that once I refund the charge, it will take up to five days for the money to be available on her MasterCard and she said, NO it will be available immediately according to my back, I told her that is not the way credit cards work, she interrupted me and screamed for me to issue the refund.  Which I did.On Friday July 10, 2015 at 3:15pm [redacted] came into our office and began screaming at my technician wanting to know why her iPad had not been repaired yet.  I was out of the office at a doctor’s appointment and told [redacted] that I would be back by 5pm and the reason that the iPad was not repaired yet was that she did not pay for the parts.  She then stated that she would pay cash.  But she continued to scream and me and at my technician.  At this point I told her I did not want her business and we would issue a complete refund and give her the broken iPad (and iPhone which she also brought in for repair since it was covered under the RESCUECOM Unlimited Computer Support Subscription).  When I returned [redacted] stated that she did not want a refund and that she wanted her iPad and iPhone repaired.  I explained that if we went ahead with the repair, the offer to cancel her subscription would be rescinded, she would not be entitled to a refund and that she must stay with the subscription for at least one year.  She said she wanted proof that she authorized the tech to charge her MasterCard before she agreed, So Susan, Her Driver( not sure his name, but he quickly told [redacted] “Based on the recording you agreed to have them charge your MasterCard”) and I sat down and listened to the recording.  It is enclosed on this response and it is clear, [redacted] authorizes my technician to charge her MasterCard for the Parts.  She acknowledged that and then paid me $120.93 for the parts. On Tuesday, July 14, 2015 [redacted] returned to RESCUECOM with her iPad and said “The screen fell off” After my tech looked at the iPad, he stated that she pulled the screen off the iPad.  We fixed the iPad again and returned to her the repaired iPhone.On Wednesday, July 15, 2015 [redacted] called and once again started screaming at me demanding a refund of everything because the “iPhone was not fixed and the screen came off the iPad again” to which I said Please bring the devices back to RESCUECOM and we will fix them.  She screamed again NO because she has to pay for a ride to the office, I then offered to have one of my techs pick up the “broken’ items and bring them back to her.  She refused and said I am going to sue you and file a complaint with the Revdex.com.We care about our customers very much and are very interested in their success with technology.  But we will not be a punching bag and give customers free parts and service when we deliver on our guarantee.  As you can see in the enclosed signed service call receipt [redacted] inspected the devices and signed “I agree I am satisfied with the work performed and am bound by the Terms and Conditions on the reverse.RESCUECOM is happy to resolve whatever technology issues [redacted] has on her covered devices for as long as she remains a subscriber. Thank youDavid A. M[redacted]CEO

RESCUECOM is very clear with customers about the details of our Unlimited Computer Support Subscription.  We never sell one until a customer understands that, with the subscription, he or she is locked into a 1-year contract including monthly payments.  During this time, a customer can get...

as much tech support as desired at any time without limits.  It is very expressly stated on the phone or in person, through email, and on our webpage outlining cancellation and refund policies that a customer commits to paying every month for a year and then choose whether to renew or not, and it is also very expressly stated that there is a 48-hour period from beginning a subscription during which it can still be cancelled; it cannot be cancelled within the yearly period after that point.Any customer can choose one-time service to schedule a fix with one of our technicians.  Why a customer would choose a one-year monthly subscription service and be upset that he is required to pay monthly after he has agreed to do so seems like blame-shifting.  We are not unsympathetic to Mr. [redacted] financial woes, we simply did not consider it our responsibility to hold him to his word or go against our policies for one individual's sake when it is a policy to which we hold all our customers.Mr. [redacted] account will be put on hold so that he is no longer responsible for future payments.

Review: They are billing me monthly $29.99 for a service that I did not sign up for. They came on site to to work at my business and I paid for services. There was 1 signature block on the form to agree to charges. That block also signs you up for a subscription then they refuse to let you cancel it. The form is pre-printed with a check box so you have no choice and it is very underhanded and deceiving.Desired Settlement: I want the subscription cancelled and the money refunded.