Seek Thermal, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10353505, and find that this resolution is satisfactory to me.
Today, 01/07/15, the refunds have posted to my credit card Thank you for working together to resolve my issue
Regards, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10391315, and find that this resolution is satisfactory to me
Regards, *** ***

I sent your first request over to accounting on I will send this over to our accounting department again todayI will be advised if a charge was made and if not refunded we will do so asap
Thank you
Customer Service
Complaint:
An order for a Seek Thermal Camera (iOS model, $214.93) was placed by me on November 24th, On November 26th, I received a notification stating that due to licensing issues with Apple that my order (order #16327) had been cancelled and that my account would not be chargedAs this was I gift, I proceeded to buy another item for my family member and put the issue behind me.On December 8th, 2014, I noticed a charge of $had been placed on my bank accountI immediately contacted seek thermal support and explained the situationThey told me this was an error in their system and it would be resolved later that week.I have since had continued contact with them, but the charge has not been reversed as of yet (currently Jan 8th, 2015) and I continue to receive different excuses such as "our card processor has encountered a problem, that charge will be reversed this week".Due to this issue and the fact the company has taken well over a month and still not applied a credit to my account, I would like to submit this formal complaint to receive compensation for money taken for services that were not rendered
Desired Settlement
I would like a full refund of the original purchase price of $credited to my account via the original payment method (or by check or direct bank transfer if there is a genuine issue preventing a refund of my original payment option)
Desired Settlement: Refund

Hi. I am copying our customer support who gave Lane his RMA. I'm sure this will be resolved asap.We stand behind our warranty

Dear Customer
We are truly sorry for the issueI e:mailed thru secure website Auth.net (credit card transaction company) and asked them to review both the transactions that took placeI wanted to make sure and this is how they responded (see on line comments below between myself and the credit card company representative who authorizes/declines cards etc)We only have orders on file for you - again one that declined and one that expired and was cancelledThose are the authorization codes from both transactions I provided to this company who authorizes the credit cards and allows us to get payment once we shipSee below:
"An Authorize.Net representative will assist you momentarilyFor your security please don’t send your credit card, social security number or transaction key
Hello, my name is *** *How may I assist you today?
*** ***: Hi LauraI was working with you earlierI need help on transactions
*** ***: #########and #########
*** ***: I need to know if we successfully took consumers $$$ on either of these transactionsI show as voided and declined (no money from her account came into our account)She is disputing
*** ***: Are you there?
*** *: Sure, I can help you with the transactions
*** *: Please hold while I review your account informationThank you*** *: For ***, we show a decline, and an expired transactionThe customer hasn't been charged, that is correctYou didn't collect money on those transaction ID's
*** ***: Thank you"

Refund for $199 given. Sorry for inconvenience. Trans. ID # is: [redacted]9. It can take 5 to 7 days to see it show up on your account. Thank you. Please close your case with Revdex.com as soon as you see your credit.

Hi.  I am copying our customer support who gave Lane his RMA.  I'm sure this will be resolved asap.
We stand behind our warranty.

Hi.  This customer placed a request for technical information 24 hours ago.   We are a start up company and we have 3 customer service reps working 7 days per week.  We are getting hundreds of general and technical questions and are trying hard to reach out to everyone quickly...

and efficiently.  It can take a couple of days sometimes to answer but we are getting there.  I have explained to this customer the situation and then passed on the request to our tech support customer service.  He says he has reached out to the customer and as soon as we can will resolve any questions.Thank you.[redacted]Customer Service RepSeek Thermal, Inc.

Complaint: 10372941
I am rejecting this response because:
I am awaiting the refund of the payment so that the issue can be resolved. So far no credit has been returned to my account.
Regards,[redacted]

Per our accounting dept:
This customer was charged twice and refunded twice. Both refunds were on Jan 6, 2015, for $199.00 each.
We are sorry for any inconvenience but customer should check with his credit card company and statement re: the refunds which were processed.
Thank you.

Thank you for letting us know about the customer complaint. I have forwarded to our accounting dept to investigate and refund customer if he was charged incorrectly.

We have responded to this claim and credited the customer as well as called and let him know status.
Thank you for helping resolve this customer complaint.
Customer Service/ST

Revdex.com:
I have reviewed the response made by the business...

in reference to complaint ID 10430203, and have been issued a credit.
Regards, [redacted]

Please see below.  Per our records this customer was never charged.  Her card declined during processing.  It automatically cancelled due to the decline by her credit card.  If customer can provide proof of charge we can work to assist a refun.  Otherwise the system appears...

to have worked properly.Visa 4135 (last four) [redacted].  Declined on 10/3/14 at 9:52amBest regards, Seek Customer Service Dept.

Review: I (and presumably others) have ordered online and paid for one of their advertised products - an iPhone compatible thermal imaging camera. I have not received the product; and I have tried to contact them numerous times. I suspect they are running a scam.Desired Settlement: Refund

Review: I ordered their Thermal Camera product for Android on 10/1/14. My credit card was charged on 10/01/14.I received my order on 10/30/14.Then on Dec 11th, I noticed there was a second "pending" charge again for the product.View Details10/01/14SEEK THERMAL INC GOLETA CAMerchandise$199.00View Details12/10/14SEEK THERMAL INC GOLETA CAMerchandise$199.00I contacted customer service and here is the explanation they gave.Hi [redacted],We are very sorry for the confusion. I've got some information that should hopefully clear things up. A decision was made recently to cancel and refund outstanding iOS orders due to some unexpected delays with Apple (which should be resolved very soon).During that process it appears that your order was incorrectly included and had a refund initiated. Too offset this unintended reversal, a new charge will be applied. And depending on processing times, it is possible that the new charge could show as an authorization or completed charge before the refund is credited.The team is working with the processor to make sure the timing of these steps are as close as possible to avoid any inconvenience to you. It is expected that everything will be cleared up this afternoon or early tomorrow.If you have any additional questions, or believe that your transactions are not offsetting correctly, please feel free to contact us again.Again, we are very sorry for any confusion this has caused.RyanSeek SupportI contacted them on 10/17/14 to notify them that the charge has been officially applied on 12/10/14 and asked for a status.I have not received any further information.Desired Settlement: I cannot find any refund applied to my account, I can only find the 2nd charge. I am looking to get the 2nd charge refunded ASAP since it is now on my credit card bill when I will need to pay.The company appears to have made no effort to proactively communicate the issue to affected customers and status on resolution.

Business

Response:

We have responded to this claim and credited the customer as well as called and let him know status.

Thank you for helping resolve this customer complaint.

Customer Service/ST

Business

Response:

Per our accounting dept:

This customer was charged twice and refunded twice. Both refunds were on Jan 6, 2015, for $199.00 each.

We are sorry for any inconvenience but customer should check with his credit card company and statement re: the refunds which were processed.

Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10353505, and find that this resolution is satisfactory to me.

Review: An order for a Seek Thermal Camera (iOS model, $214.93) was placed by me on November 24th, 2014. On November 26th, 2014 I received a notification stating that due to licensing issues with Apple that my order (order #16327) had been cancelled and that my account would not be charged. As this was I gift, I proceeded to buy another item for my family member and put the issue behind me.On December 8th, 2014, I noticed a charge of $214.93 had been placed on my bank account. I immediately contacted seek thermal support and explained the situation. They told me this was an error in their system and it would be resolved later that week.I have since had continued contact with them, but the charge has not been reversed as of yet (currently Jan 8th, 2015) and I continue to receive different excuses such as "our card processor has encountered a problem, that charge will be reversed this week".Due to this issue and the fact the company has taken well over a month and still not applied a credit to my account, I would like to submit this formal complaint to receive compensation for money taken for services that were not rendered.Desired Settlement: I would like a full refund of the original purchase price of $214.93 credited to my account via the original payment method (or by check or direct bank transfer if there is a genuine issue preventing a refund of my original payment option).

Business

Response:

Thank you for letting us know about the customer complaint. I have forwarded to our accounting dept to investigate and refund customer if he was charged incorrectly.

Business

Response:

Thank you for letting us know about the customer complaint. I have forwarded to our accounting dept to investigate and refund customer if he was charged incorrectly.

Consumer

Response:

Review: 10372941

I am rejecting this response because:

Review: Purchased Seek Thermal for iPhone 11/25/14, credit card was charged $199.00 on 11/25/14. After inquiring several times on status was told on 12/24/14 they could not fulfill the order and were canceling and if charges were applied they would be credited, if they can provide the product in the future they would give a 10% discount. On 12/26 I was told they can provide the product and re-ordered, credit card was charged on 12/26/14. On 1/2/15 I inquired about credit and was told they would "escalate this to finance again". On 2/2/15 I again inquired about the credit which I have not received and was told "I'm sorry to say it, but at this point it would be best to dispute with your card issuer and allow them to reconcile the situation with us if needed".To this date I have not received the $199.00 credit for the first canceled order.Desired Settlement: Provide the promised credit of $199.00

Business

Response:

Refund for $199 given. Sorry for inconvenience. Trans. ID # is: [redacted]9. It can take 5 to 7 days to see it show up on your account. Thank you. Please close your case with Revdex.com as soon as you see your credit.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10430203, and have been issued a credit.

Regards,

Review: They seem to ignore and not reply my emails requests for warranty issues,I try several times with no luck,I dont know if they understaff or too much orders or my emails dont get tru but I get an automation email saying that they will contact me but no luck the reply is from Zendesk that is all.I am not alone on this issue of support and customer service.heres a link of the you tube video regarding customer supporthttps://www.youtube.com/watch?v=am0CkLnuFPIDesired Settlement: I would like support on my product.

Business

Response:

Hi. This customer placed a request for technical information 24 hours ago. We are a start up company and we have 3 customer service reps working 7 days per week. We are getting hundreds of general and technical questions and are trying hard to reach out to everyone quickly and efficiently. It can take a couple of days sometimes to answer but we are getting there. I have explained to this customer the situation and then passed on the request to our tech support customer service. He says he has reached out to the customer and as soon as we can will resolve any questions.Thank you.[redacted]Customer Service RepSeek Thermal, Inc.

Review: I purchased a Seek Thermal camera for the iPhone 5S on October 3rd 2014. The payment processed on October 6th, and I received an email stating the product would be shipped within 5-7 business days.It is January 12th 2015, and I still not have received either my camera or a refund. On October 18th, I sent an email to inquire about the delivery status. On October 21st I received an email back apologizing for the delay. In essence, the email stated their apps were not approved by Apple before they started taking orders, and orders were being delayed. No ETA was provided other than "soon".On October 31st, I received another email from Seek with more excuses about their production delays, and that they would be filling orders within "over the next few weeks".On November 26th, I received another email informing me they were still unable to ship, and that they were working on "obtaining the proper certification". I was informed that they "will cancel your order and any credit card authorizations or charges." I was offered a 10% discount should I choose to reorder once camera were ready.On December 15th, I received a promotional email stating the cameras were now available, and that I could reorder. I had not yet received a refund for my original order. I emailed back that day to inform them, and received a reply stating that "refunds/reversals were submitted over the weekend and are expected to settle with card issuers later today."Still waiting. I emailed Seek again on January 1st 2015, stating I wanted my refund or I would report them to the Revdex.com. I received an email the next day stating "credits are taking much longer to post than our processor indicated", and was informed that I would be updated as soon as they had more information. It is not January 12th, 2015. I emailed a final time this morning to inform them I was done being patient, and that if my refund was not received immediately, that I would be reporting them, as well as publicizing my experience on social media.Desired Settlement: I originally just wanted my camera... it was a Birthday present. They cancelled my order and chose not to process it. Customers who have ordered cameras months after I have, have received theirs, or their refunds. This doesn't make sense to me. I have since lost faith in the company and do not trust them to properly maintain their software. I just want the refund for the order they cancelled and chose not to fill.

Business

Response:

Please see below. Per our records this customer was never charged. Her card declined during processing. It automatically cancelled due to the decline by her credit card. If customer can provide proof of charge we can work to assist a refun. Otherwise the system appears to have worked properly.Visa 4135 (last four) [redacted]. Declined on 10/3/14 at 9:52amBest regards, Seek Customer Service Dept.

Business

Response:

Dear Customer.

We are truly sorry for the issue. I e:mailed thru secure website Auth.net (credit card transaction company) and asked them to review both the transactions that took place. I wanted to make sure and this is how they responded (see on line comments below between myself and the credit card company representative who authorizes/declines cards etc). We only have 2 orders on file for you - again one that declined and one that expired and was cancelled. Those are the 2 authorization codes from both transactions I provided to this company who authorizes the credit cards and allows us to get payment once we ship. See below:

"An Authorize.Net representative will assist you momentarily. For your security please don’t send your credit card, social security number or transaction key.

Hello, my name is [redacted]. How may I assist you today?

[redacted]: Hi Laura. I was working with you earlier. I need help on 2 transactions.

[redacted]: #########2 and #########3.

[redacted]: I need to know if we successfully took consumers $$$ on either of these transactions. I show as voided and declined (no money from her account came into our account). She is disputing.

[redacted]: Are you there?

[redacted]: Sure, I can help you with the transactions.

[redacted]: Please hold while I review your account information. Thank you. [redacted]: For [redacted], we show a decline, and an expired transaction. The customer hasn't been charged, that is correct. You didn't collect money on those transaction ID's.

[redacted]: Thank you".

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10391315, and find that this resolution is satisfactory to me.

Regards,