Retina-X Studios, LLC

Complaint: [redacted] I am rejecting this response because: During the purchase process I was never told that jail breaking my phone was a requirementHad I seen this I wouldn't have purchased, which is the basis of my argumentI was told by their customer service person, a woman, that a refund would be issued full stopI then got the note from the CR team (u see it below) stating that in order to give me a refund I need to buy another license firstExcuse me for my distrust but I have never had a company say buy another product first and we promise to reimburse youIt's just bad business on every levelThey can choose to keep my money but I will make sure that this and any other consumer website knows about this company trying to extract every dollar from a consumer and misleading with their advertisementsTheir response is 100% rejected by me.Regards, [redacted]

Hi,Please Note*Retina-X Studios does not manufacture, distribute, or technically support the "Jailbreak Process"The customers issue is with the Jailbreak not with PhoneSheriff.Her complaint should be directed to the company she used to complete that task.Additionally, the customer stated that the "Jailbreak" crashed her computer, a jailbreak is done on the iPhone itself not on a computer A refund cannot be issued At the point of purchase you provided your digital acceptance to the terms, you could not move to the next screen to complete your purchase without reading and checking each box, it will not let youWe require this to make sure that the proposed customer is well aware of what is required prior to purchase so they will not be mislead and spend money purchasing software that they cannot useThe terms state: PhoneSheriff (License) ***I have verified that the phone to be monitored is running a compatible operating system[redacted] I agree to the PhoneSheriff Legal Requirements and Usage Agreement[redacted] ***I agree that it’s my responsibility to jailbreak a monitored iPhone prior to installation[redacted] ecause of the nature of monitoring software and digital downloads, to prevent someone from purchasing PhoneSheriff, installing it, finding out what they need to know, and then immediately requesting a refund, our refund policy is very strict and refunds are only issued for defective software Please See:http://www.phonesheriff.com/legal.html Per company policy we only issue a refund if our technicians have tried to get PhoneSheriff up and running on your under age child, or your employees phone that you own, and their efforts have been unsuccessfulAt that point then we would be more than happy to issue you a refund if the software itself proves defective after troubleshooting has occurred by our support team For that reason this is why there is a "Compatibility" page posted on the web site, (http://www.phonesheriff.com/compatibility.html) so that people who are thinking of purchasing the PhoneSheriff : software will know exactly what smart phone operating systems are COMPATIBLE, how it works, features, etc to help them decide and be sure that the software will fulfill their needs BEFORE THEY PURCHASE A LICENSE!!! On that page, viewable prior to purchase is stated: [redacted] All iPhones MUST be jailbroken prior to installing PhoneSheriffThis must be done by the customer before purchasing and installing the softwarePlease see the Additional Requirements about jailbreaking [redacted] And Additional Requirements [redacted] Your iPhone MUST be jailbroken prior to installing PhoneSheriffWe DO NOT PROVIDE SUPPORT for the jailbreaking processThis must be done by the customerYou can search online for numerous sites with tutorials that can assist you with this process, such as iClarified or Redmond Pie [redacted] REFUND POLICY Please See:http://www.phonesheriff.com/legal.html "As it pertains to jailbreaking an iPhone and/or iPad, Retina-X Studios is not responsible for this process or assisting in this process as it is not a Retina-X Studios product or serviceThe Compatibility page on this website clearly outlines that all iPhones and/or iPads must be jailbroken prior to installation and also, at the point of purchase, the customer agrees to this requirementIt is the customer’s responsibility to jailbreak their iPhone or iPad on their own prior to purchasing the softwareRefunds will not be issued to any customer who is either unable or unwilling to jailbreak their iPhone and/or iPad / [redacted] Style Definitions */ Best Regards, [redacted] Global Director of Support Retina-X Studios® | Monitoring Software http://www.retinax.com http://www.mobile-spy.com www.sniperspy.com -----Original Message----- / [redacted] Style Definitions */

Complaint: [redacted] I am rejecting this response because: [redacted] has not responded to emails, calls & their online help areaI also want to state that Retina-X [redacted] has been nothing but superbMy CSR issues were with ***, who ignored my issues for help/refund for daysAll I want is an answer on how/when I will be refundedIt is now days since I paid & since I asked to be refunded & I still have no answer/movement Regards, [redacted] ***

Customer was required to check a box upon checkout that states "I agree my device must be jailbroken to function on iPhone or iPad"Customer then claims she had no noticeWe offered a different solution or a refundCustomer states if refund is not issued she will file a Revdex.com complaintWe refunded the order and told her we never denied her refundSo then customer files complaint stating we refused refund even after we had already gave the refund

Company's response below:Hi ***, My apologies, I had been out of the office last week and until yesterdayHere is our response: Although the terms the customer agreed to upon purchase stated all of the items in the complaint, the customer was given a full refund on August 9, Thanks,*** [redacted] Retina-X Studios® | [redacted]

Complaint: [redacted] I am rejecting this response because: Why do you assume I haven't contacted them? I asked for a tracking number several timesAfter being ignored by the first CSR I dealt with for days, I don't consider the case closed with "the check is in the mail"It is your company & your payment processor & you should be the one contacting them regarding closure not a customer that bought your product in good faithThe complaint is not closed until I get the refund Regards, [redacted] ***

Here is our response for complaint [redacted] : Although the terms were clearly outlined upon purchase, customer was refunded in full on August 9th, Thanks,***

Hi, An email address for the [redacted] agent was provided in my last email, please contact them with any questions about your refund I can not assist you any further Best Regards, [redacted] Retina-X Studios® | Monitoring Software [redacted] / [redacted] Style Definitions */

Complaint: [redacted] I am rejecting this response because: In no way did I or would I EVER agree to an auto renew option for a test run on any product Unfortunately they cannot provide that documentation either way This is bad business ethicsI emailed three days after the amount was withdrawn from my bank 11/and I am just now getting a response Either the company has that many complaints or they were waiting to see if I would just go away Regards, [redacted] 2/19/ Complaint I purchased this product and was led to believe that there was no need to jail break my phone to useAfter repeated attempts to get an immediate refund I was told that I needed to buy their product that did not require jail breaking the phone first before being issued a refund [redacted] of the [redacted] *** has been extremely rude and clearly this company is about taking a consumers money firstI would never go ahead and purchase yet another product when a company tells me to buy a second license before refunding the firstIt's just bad business all the way aroundI was told by Mr [redacted] that when I purchased I had to click that I understood the phone needed jail breakingThat is an absolute and utter fabricationThe moment I would've seen that during my purchase I would have canceled Desired Resolution I would just like my money back for a product that was clearly misrepresented Consumer Business Dialog

HiA refund cannot be issued 1)” We initially installed [redacted] thinking that it was a product that would be the solution to our problem, In order to install the product we needed to Jailbreak the software on the iPhoneWhat we did not know is that not all versions of IOS can be Jail broken.” At the point of purchase you provided your digital signature acceptance to the terms, you could not move to the next screen to complete your purchase without reading and checking each box, it will not allow you toWe require this to make sure that the proposed customer is well aware of what is required PRIOR TO PURCHASE so they will not spend money purchasing software that they cannot useThe terms state: Please See: [redacted] (License) [redacted] I have verified that the phone to be monitored is running a compatible operating system[redacted] I agree to the [redacted] Requirements and Usage Agreement[redacted] I agree that it’s my responsibility to jailbreak a monitored iPhone prior to installation[redacted] Because of the nature of the [redacted] digital download/monitoring software, to prevent someone from purchasing [redacted] , installing it, finding out logs information real fast(you purchased the software on Apr 16, 2015), and then immediately requesting a refund, our refund policy is very strict and refunds are only issued for defective software Per company policy we only issue a refund if our technicians have tried to get [redacted] up and running on your smart phone and their efforts have been unsuccessful, at that point then we would be more than happy to issue you a refund if the software itself proves defective after troubleshooting has occurred by our support teamRefunds are not issued for a change of mindAll sales are final! Please See Legal Policies for [redacted] : Please See- [redacted] There is a "Compatibility" page posted on the web site, ( [redacted] ) so that people who are thinking of purchasing the [redacted] : software will know exactly what smart phone operating systems are COMPATIBLE, how it works, conditions of the JAILBREAK, etc to help them decide and be sure that the software will fulfill their needs BEFORE THEY PURCHASE A LICENSE ***NOTE [redacted] All iPhone users visit the compatibility page to see if their iPhone is running a compatible OS as it pertains to the jailbreak On that page viewable prior to purchase is stated: [redacted] All iPhones, iPads and iPods MUST be jailbroken prior to installing [redacted] ***You cannot download or install [redacted] if the iPhone is not jailbroken*** And JAILBREAKING NOTICE: All iPhones, iPads and iPods MUST be jailbroken prior to installing [redacted] ***You cannot download or install [redacted] if the device is not jailbrokenAdditional Requirements Your iPhone, iPad or iPod MUST be jailbroken prior to installing [redacted] ***You cannot download or install [redacted] if the iPhone is not jailbrokenWe DO NOT PROVIDE SUPPORT for the jailbreaking processThis must be done by the customerYou can search online for numerous sites with tutorials that can assist you with this process, such as iClarified or Redmond Pie Refund Policy Please see the following wherein is stated, you agreed to this policy [redacted] “As it pertains to jailbreaking an iPhone and/or iPad, Retina-X Studios is not responsible for this process or assisting in this process as it is not a Retina-X Studios product or serviceThe Compatibility page on this web site clearly outlines that all iPhones and/or iPads must be jailbroken prior to installation and also, at the point of purchase, the customer agrees to this requirementIt is the customer's responsibility to jailbreak their iPhone or iPad on their own prior to purchasing the softwareRefunds will not be issued to any customer who is either unable or unwilling to jailbreak their iPhone and/or iPad Also, refunds will not be given for any incompatibility issuesIncompatibility situations would include: The phone to be monitored is running an operating system version that is not supported outlined on this web site's Compatibility pageA customer chooses (at their own discretion) to upgrade the phone they wish to monitor and the new desired phone to be monitored is running an operating system version that is not supported outlined on this web site's Compatibility pageThe customer's underage child / employee upgrades the operating system version on their phone (irrespective to the owner's wishes) to an operating system version that is not supported outlined on this web site's Compatibility page The Compatibility page in this web site outlines all of the compatible operating systems and versions the program supports so that proposed customers thinking of purchasing [redacted] will know which phone models and operating system versions are compatible prior to purchase” Please Note [redacted] is not a packaged, sealed piece of software purchased in a retail store that you can simply return at will, it is a digital download and once the registration code is received by the customer, the company has no way of knowing if the software was installed or not For that reason we provide comprehensive information on the website." 2) “When asking for a refund the support rep said they could not give us a refund but would gave us a licenses for [redacted] The told me that the software did not require software to be installed on the iPhone and could be monitored from a any PCWhat they did not tell me is that you can on put the monitoring software on one workstation only.” Please See: [redacted] was offered to the customer not as a required resolution but as a courtesy because a refund could not be offered for [redacted] *** Please note that nowhere in the customer’s complaint is there a claim that [redacted] is not functioning properly; the complaint is that it can only be installed on “ONE COMPUTER” Mention of the software on the [redacted] website is in SINGULAR terminology ”Computer” not multiple Please see the HOME [redacted] “Software Requirements:Any Windows-based Computer” As with most computer based software purchased today from other company’s it is very common that the software is usable “per license” to use it on additional computers a license for those computers must be purchased 3) “The service representatives where EXTREMLY RUDE !!!!! This company is suppose to be developing software to help families, however it turns out that this company is out to take advantage of families!” The software support specialist was in no way RUDE as the customer statesAs a matter of fact the agent was very polite and offered the customer a solution PLEASE SEE THE CHAT TRANSCRIPT BELOW Best Regards, [redacted] Retina-X Studios® | [redacted] Chat started on Thursday, April 16, 10:02:PM (10:02:PM) [redacted] : I would like to receive a refundI was not aware that I had to Jailbreak the ios software and to make matters worse you can not Jailbreak ios Please instruct me how to receive a refund (10:02:PM) [redacted] has joined the chat [redacted] (10:02:PM) [redacted] has joined the chat [redacted] (10:02:PM) [redacted] ***: Hi there, I'm [redacted] ***Please give me a moment and I will be right with you (10:02:PM) [redacted] ***: May I please have your order number, and the email id with which you made the purchase? (10:03:PM) [redacted] : [redacted] purchas (10:03:PM) [redacted] : Where do I find the email ID? (10:04:PM) [redacted] ***: For security reasons, please verify the last digits of the credit card on file that was used to purchase the software license (10:04:PM) [redacted] : [redacted] (10:04:PM) [redacted] ***: Please give me a moment while I look up your account information (10:07:PM) [redacted] ***: Thanks for your patience !! (10:07:PM) [redacted] ***: This is to inform you that Refund can not be issued, As it is clearly mentioned on the website that All iPhones MUST be jailbroken prior to installing [redacted] This must be done by the customer before purchasing and installing the software You also can check it on your end at [redacted] (10:09:PM) [redacted] ***: Are you there on chat? (10:09:PM) [redacted] : WOW....You guys are crooks! I will be sure to create a worm to go through out the web to let people know what kind of company you are! (10:10:PM) [redacted] ***: [redacted] , we understand your frustration (10:10:PM) [redacted] : Then refund my money! (10:10:PM) [redacted] ***: We can replace your [redacted] purchase with our [redacted] it will work on a phone without requiring a jailbreak (10:11:PM) [redacted] ***: Refund can not be issued as per our policies, We can replace your [redacted] purchase with our [redacted] it will work on a phone without requiring a jailbreak (10:13:PM) [redacted] : The cost of the software is $89, the cost of [redacted] was $ (10:15:PM) [redacted] : It also is showing that it only compatible with ios (10:15:PM) [redacted] ***: We can not issue refund as per our policies, However in your case, I just can replace your [redacted] purchase with [redacted] (10:15:PM) [redacted] ***: As it clearly mentioned on our website that All iPhones MUST be jailbroken prior to installing [redacted] This must be done by the customer before purchasing and installing the software You also can check it on your end at [redacted] (10:16:PM) [redacted] ***: [redacted] is compatible with all ios devices without requiring a jailbreak (10:17:PM) [redacted] : How do I go about getting [redacted] (10:18:PM) [redacted] ***: [redacted] & [redacted] both are different software (10:19:PM) [redacted] ***: [redacted] requires jailbreak to install the software on an ios device (10:20:PM) [redacted] ***: I am offering you [redacted] .it will work on a phone without requiring a jailbreak (10:21:PM) [redacted] : Ok, how do I go about getting it? (10:21:PM) [redacted] ***: First let me know have you created [redacted] 's web account? (10:21:PM) [redacted] : yes (10:22:PM) [redacted] ***: Please provide me the email address by which you made the web account of the [redacted] (10:22:PM) [redacted] : [redacted] (10:22:PM) [redacted] ***: Kindly allow me a moment (10:26:PM) [redacted] ***: Thanks for your patience !! (10:27:PM) [redacted] ***: I have cancelled your [redacted] 's account & provided you new licence key for [redacted] (10:27:PM) [redacted] ***: Kindly check your emails, I have sent you licence key on your registered email address with us (10:27:PM) [redacted] ***: & let me confirm (10:29:PM) [redacted] ***: Are you there on chat? (10:29:PM) [redacted] : Yes (10:29:PM) [redacted] ***: Please let me know, Have you checked your emails? (10:30:PM) [redacted] : Can you verify the chillds activity on another iPhone? (10:30:PM) [redacted] : Yes...I have the licenses...Thanks (10:31:PM) [redacted] ***: You can monitor multiple ios devices with [redacted] using same [redacted] & password (10:32:PM) [redacted] ***: You do not need to download or install anything to your child's deviceYou will only need to make sure the automatic [redacted] backup is turned on and associated with your [redacted] **Your [redacted] account's email address will receive a notification when you use the software (10:33:PM) [redacted] : Can I setup a separate [redacted] so that the rest of the devices are not monitored? (10:33:PM) [redacted] : I have 7-Devices under one [redacted] (10:34:PM) [redacted] ***: The ios device which you want to monitor, You must have the [redacted] & password of the device to monitor it (10:35:PM) [redacted] : I'm Confused...So the [redacted] that my other 7-devices are using will be monitored as well? (10:36:PM) [redacted] ***: No,Once you install the software on your Windows based system, You will be shown all the devices which are connected to the [redacted] ** (10:36:PM) [redacted] ***: There you can select one which you want to monitor (10:37:PM) [redacted] : Can I setup a dedicated [redacted] just for the one phone I want to monitor? (10:38:PM) [redacted] ***: Yes, You can configure a new [redacted] account on the device, Which you want to monitor (10:39:PM) [redacted] ***: Are you there on chat? (10:40:PM) [redacted] : yes (10:40:PM) [redacted] ***: Is there anything else that I can assist you with today ? (10:41:PM) [redacted] : Do you have to have a dedicated [redacted] account setup on the device in order for it to work? (10:43:PM) [redacted] ***: The ios device, You want to monitor, You must have the access to the [redacted] & password (10:43:PM) [redacted] : ok (10:44:PM) [redacted] ***: Yes (10:44:PM) [redacted] ***: Is there anything else that I can assist you with today ? (10:45:PM) [redacted] ***: Are you there on chat? (10:45:PM) [redacted] has left ***

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 Just to clarify they did not clearly communicate that they would be refunding me If they had I would not have spent the time submitting a complaint to the Revdex.com Regards, ***

I am rejecting this response because:After purchasing the program I began reading the instructions to start using this programIn the instructions it states that the phone must be jail broke in order to use the programIt then gave two different company names in which to do soI clicked on one of them because it was a direct linkThe link that they had is what crashed my computer! How am I suppose to use this program! Had I known before hand I would not have purchased from their company! The number that is listed for "technical support" is a NONWORKING number! Regards, [redacted] ***

I have reviewed the response made by the business in reference to complaint ID [redacted] 1, and find that this resolution is satisfactory to me With regard to "my mobile spy" software, I still find it unacceptable and misleading that you claim support for "live screen" when you haven't supported it since SEVERAL iOSs removed from the latest, which is currently This, in addition to the fact that your website is misleading with regard to its ability to keylog, etc I also think it is ridiculous that I had to file a dispute with my credit card company and file a claim against your company with the Revdex.com before you provided me a refund, an idea which your chat "tech support" people vehemently rejected I will never do business with your company Regards, [redacted]

Hi, A refund has been issued for the renewal placed on August 15, 2014, 20:(GMT-05:00) Any previous subscription has already expired and no refund will be issued Please note [redacted] Although the customer alleges that the software had various, multiple issues, she never asked for a refund during the first month subscription,and continued to use the software to the end of the license subscription Best Regards [redacted] Global Director of Support / [redacted] Style Definitions */

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 meThey were quick to respond and I am completely satisfiedPlease do what you can to let them know I appreciate there effort and will do business with them again Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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]

Hi.A refund has been issued.Please allow up to hours for the credit to appear back on your method of paymentBest Regards, [redacted] Global Director of Support Retina-X Studios® Monitoring Software / [redacted] Style Definitions */

Complaint: [redacted] I am rejecting this response because: I have not received any tracking info (or the check) Regards, [redacted] ***

Roman","serif # A refund can not be issued As stated on the website, the software cannot be used to monitor anyone other than YOUR under age child, or YOUR employee on a smart phone that YOU own and have access to Prior to installing the software on the phone that you own you must notify your under age child that you are monitoring them Mobile Spy is not "spyware' it is monitoring softwareThat means an icon on the phone will constantly notify the under age child that they are being monitored That icon can not be disable or removedYou agreed to these terms at the point of purchase [redacted] It is stated IN BOLD on the Mobile Spy HOME PAGE, the very first page that is seen upon accessing the site [redacted] [redacted] What is Mobile Spy Smartphone Monitoring Software?Mobile Spy is the next generation of smartphone monitoring softwareDo you worry your child or employee is abusing their SMS or Internet privileges? Notify your child or employee they will be monitoredThen install the tamper-proof app directly onto the compatible smartphone you own and wish to monitor.Your child or employee will also be notified they are being monitored by device notifications and a tamper-proof icon Because of the nature of digital downloads, to prevent someone from purchasing Mobile Spy, installing it, receiving logs information fast, and then immediately requesting a refund, our refund policy is very strict and refunds are only issued for defective software Please See:http://www.mobile-spy.com/legal.html Per company policy we only issue a refund if our technicians have tried to get Mobile Spy up and running on your under age child, or your employees phone that you own, and their efforts have been unsuccessfulAt that point then we would be more than happy to issue you a refund if the software itself proves defective after troubleshooting has occurred by our support team For that reason this is why there is a "Compatibility/Features" page posted on the web site, (http://www.mobile-spy.com/compatibility.html) so that people who are thinking of purchasing the Mobile Spy: software will know exactly what smart phone operating systems are compatible, THE FEATURES, how it works, etc to help them decide and be sure that the software will fulfill their needs BEFORE THEY PURCHASE A LICENSE At the point of purchase you provided your digital signature acceptance to the terms and company policy, you could not move on to the next screen to complete your purchase without putting a check mark in each box.Please see # Mobile Spy Basic Plan 1) I have verified that the phone to be monitored is running a compatible operating system [redacted] 2) I agree to the Mobile Spy Legal Requirements and User Legal Agreement*) 3) I agree that it’s my responsibility to jailbreak a monitored iPhone/iPad prior to installation [redacted] The Legal Agreement that you agreed to states..(Please see #and #3) http://www.mobile-spy.com/user_legal_agreement.html User Legal Agreement It is a federal and state offense to install surveillance software onto a phone which you do not have proper authorization We absolutely do not condone the use of our software for illegal purposesIn order to purchase our software you MUST agree to the following conditions You acknowledge and agree that you own the mobile phone you will install the software onto OR that you have the expressed written consent of the owner to be an authorized administrator of the phone and its users (You agree that you are monitoring your own underage child or your employee ONLYYou MUST notify any individual that they are being monitored before monitoring can begin.) (You agree that you will inform any third party the device they are using has monitoring software installed and that their usage is subject to monitoring.) If you install our software onto a phone which you do not own or have proper consent, we will cooperate with law officials to the fullest extent possibleThis includes turning over requested customer information, and any other purchase/product related information You agree that you will check all local, state and federal laws to make sure you are complying with all laws in your regionIt may be illegal in your region to monitor other individuals on your own deviceYou will never monitor any adult You agree to the conditions in our EULA (End-User License Agreement)This includes the fact that we are not liable for any type of damage, litigation, or legal predicaments that may arise due to use or abuse of Mobile Spy or any other product © 2002-Retina-X Studios, LLCAll rights reserved Please see the refund policy that you agreed to at the point of purchase wherein is stated in part http://www.mobile-spy.com/legal.html "As it pertains to the program’s icon, the icon and notifications cannot be hidden or disabledThe program is not a hidden program but instead a monitoring software meant for legitimate monitoring by parents or employersRefunds will not be given regarding these safeguards." Best Regards / [redacted] Style Definitions */ [redacted] Global Director of Support Retina-X Studios® | Monitoring Software / [redacted] Style Definitions */

Hi.A refund has been issued in the attached reference matter.Please allow up to hours for the credit to appear back on your method of payment Best Regards, [redacted] Global Director of Support Retina-X Studios® | Monitoring Software / [redacted] Style Definitions */