SenText Solutions

I had a horrible experience with Sentext I signed a contract and like so many companies, the sales consultant told me one thing and their contract said another They refused to let me out of the contract They offered to "help in any way they can" and offered me to pay almost $to get out of the contract They are no in business to help customers, only to get them to sign up on contracts that limit your ability to get out of them I would never never never do business with this company

The merchant [redacted] signed an agreement that states exactly how to cancel which is to either email into [redacted] or to mail us a physical letter Both our email address and mailing address are printed on the agreement itself.We have to go by the word of the agreement and when we receive written notice We do want to trust the word of a merchant, but we follow strict procedure with requests to cancel to ensure cancellations are processed per the terms of the agreement This merchant emailed our customer service department on 1/2/ I offered to waive the renewal and the cancellation fee despite the timeline of when we received this as they said that they wrote in prior despite us having no record of this We did not obligate them to any future payments but cannot issue a refund This is a service that is not based off of merchant activity We still provided the following facts to the merchant based off of usage: Aside from the oattempt on 12/22/17, you had an additional oon 1/10/For the months mentioned below, Aug-December, you had opt-ins in August, in September and in October With that being said, we cancelled with no further charges, but cannot issue any refunds

Issue: Automatic Renewal of Contract Dispute Please note that the Merchant Service Agreement that was signed clearly states an automatic renewal unless written notice of cancellation is received days prior to the expiration date (see page 1, highlighted under Merchant Service Agreement)The original agreement was signed on 12/1/for months, with the first renewal on 12/1/ Cancellation request was received in 2/11/(see page 3), meaning that the final payment would have been 11/1/15, with service through 11/30/In response to his request for cancellation, SenText agreed to reduce his renewal term by half, with the final payment of $(50% of remaining contract) offered on 2/11/to cancel the agreement (see page 2)We have received no further response / [redacted] Style Definitions */

A gentleman just came by my [redacted] business and said that he was a representative of Sentext Solutions and that they could bring in many more customers per day if we utilize their services I told him I could pass his business card along to the powers that be and after a brief discussion in regards to a lack of business cards, he wrote down this number (###-###-####), the name of the company, and his name, Keandre It seems strange that this is a number registered to a Michael J in [redacted] and was given to me by a man with no identifying markers on his person (ID tag, shirt with logo on it, etc), or written information (pamphlet, booklet, flyer, sign up sheet, etc) Very fishy

Complaint: I am rejecting this response because:I indicated to mr [redacted] that I wanted to try the service on a trial basesThat is why I paid in full for yearI never filled out any documents for automatic payment authorization because I was not committing for more than yearWe had negotiated a price for year and that was itAfter one year of use I realized that the service was not working for my business and I wanted to discontinue useI had also agreed to pay for the additional months of service and then cancelled It was not until after they received and cashed my check that they began to vigorously try to collect for money of future months of unused service which seems obsurd.At this point I have paid Sentext solutions for all months of service used and I am kindly wishing they will acknowledge such and discontinue pursue of this matter Sincerely, [redacted]

I recently had the experience to work with this companyIt was a total joy and I would recomend them to everyone who is in business

RESPONSE: RE: Misunderstanding of Services Offered Response: Merchant signed contract that states, “SenText Solutions services enable Merchants to build otext message customer lists from the customers who voluntarily Ofrom their cell phones using an authorized short code.” SenText has never provided customer lists to merchants for the purpose of contacting said customersIn adherence with federal law, all customers are required to complete the oprocess to receive messages (see: “Contract”.) RE: Renewal of Contract Response: Per emailed request (11/21/13), customer’s initial contract was cancelled as of 12/21/13, following a completed 3-month termA signed request for a renewed contract, signed 12/31/13, was submitted at a reduced rate, with the 1st month free noted by A gentBecause it was a renewed contract from the original date of 10/21/13, paid months were applied to the 12-month termThe signed contract makes no indication of free services beyond the 1st month(see: “Renewal”) A request for cancellation of the renewal was received on 2/18/14, with of payments remainingAfter review, merchant accepted an early cancellation rate of $(half of remaining contract -$156- less one free month owed, $39) to close the account(see: “Email”) Due to additional concerns, Merchant was urged to discuss her situation with the President of SenText SolutionsSeveral attempts at contact were made, but Merchant did not respond to calls and emails(see: “Follow Up Attempts”) RE: Lack of Training Response: Though the merchant reports that training was never started or completed, she also stated in this complaint, “Upon receiving my training session, it became clear that I was going to be inviting people that I knew to join.” Her initial training was completed on 10/30/13, and additional supporting documents were emailed to her on that date(see: “Training”) SenText Solutions has no record of additional requests for training after that period, though the email does encourage the merchant to contact our office if assistance is needed

Issue: Automatic Renewal of Contract Dispute Please note that the Merchant Service Agreement that was signed clearly states an automatic renewal unless written notice of cancellation is received days prior to the expiration date (see page 1, highlighted under Merchant Service Agreement)The original agreement was signed on 12/1/for months, with the first renewal on 12/1/ Cancellation request was received in 2/11/(see page 3), meaning that the final payment would have been 11/1/15, with service through 11/30/In response to his request for cancellation, SenText agreed to reduce his renewal term by half, with the final payment of $(50% of remaining contract) offered on 2/11/to cancel the agreement (see page 2)We have received no further response

Response: On 07/25/13, merchant agreeed to the contract terms which state, "This agreement will renew automatically for another term unless canceled by the merchant within days prior to the expiration of the current agreement termTo cancel service, send notice of cancellation to SenText Solutions [redacted] or email to [redacted] (see highlighted Merchant Service Agreement) While the length of the term is reduced from to months, there is no other alteration to the terms The initial request was received in March and processed accordingly, with the final payment processed on 05/25/14, with service through 06/24/No further charges are due, and the 2nd term of the month contract is fulfilled

Complaint: [redacted] I am rejecting this response because: When specifically asking the representative sent to my business about any further fees, he explained there would be no other feesYou can send me as many "fine print explanations" as you want; but your representative should have been honest with me to begin withOffering to scam me out of more money with an unlimited plan is a jokeFalling for your misrepresentation once is enough for me! This business should be upfront and honestWhen a specific question is asked, a specific, correct, honest answer should be givenI had two other employees in the office with me and they felt there was misrepresenation as wellI was not vague by saying "Are there any other fees involved aside from the $per month charge"! Sincerely, [redacted]

Complaint: I am rejecting this response because: I indicated to mr [redacted] that I wanted to try the service on a trial basesThat is why I paid in full for yearI never filled out any documents for automatic payment authorization because I was not committing for more than yearWe had negotiated a price for year and that was itAfter one year of use I realized that the service was not working for my business and I wanted to discontinue useI had also agreed to pay for the additional months of service and then cancelled It was not until after they received and cashed my check that they began to vigorously try to collect for money of future months of unused service which seems obsurdAt this point I have paid Sentext solutions for all months of service used and I am kindly wishing they will acknowledge such and discontinue pursue of this matter Sincerely, [redacted]

Please see below and the files attached for the response to this matter from SenText Solutions. If you would like any additional information or details concerning this matter, please let us know. We would be happy to provide further documentation to resolve this matter appropriately. /> Issue: Automatic Renewal of Contract Dispute Please note that the Merchant Service Agreement that was signed clearly states an automatic renewal unless written notice of cancellation is received 30 days prior to the expiration date (see file: Merchant Agreement, highlighted under Merchant Service Agreement). The original agreement was signed on 9/11/12 for 12 months, with the first renewal on 9/11/13. Cancellation request was received in December of 2013 (see file: Cancellation), meaning that the final payment would have been 8/11/14. In response to his request for cancellation, SenText agreed to reduce his renewal term by half (6 months), with the final billing charged in February of 2014 (see file: Resolution Email). Issue: Payments Owed As stated by Ben Jones, this organization (Gold Star Referrals) is a company he belonged to. Because of his affiliation (the monthly billing was charged to his personal credit card) (see file: Authorization Form), the monthly fee was reduced to $49 from $99, balancing out his residuals from the account (if the full monthly fee of $99 was charged to his personal account, he would have received a monthly residual of $50, a difference of $49). He is not due to receive any additional payments – commission or residual – for this account. Thank you! Kylene Hamulak Sales Operation Manager SenText Solutions

Response:
Merchant contract, signed by customer, was received by
SenText Solutions on 12/26/and processed the same day(see
page 1)
On 12/31/13, confirmation email was sent to email address
provided, which included the log in information for the customer to access the
platform, direction for the customer to provide images for signage, and contact
information for Corporate staff(see pages 4-5)
On 01/02/14, customer completed training to use the platform
and received follow up email with additional information, including a
step-by-step guide to send out messages(see pages 6-7)
On 01/03/14, customer received initial signage design for
reviewA request for changes was received via email on 01/06/14, and staff responded
for clarificationOnce the information was confirmed, revised signage was sent
for review on 01/14/A reminder was sent on 01/20/with signage design attached,
with no response(see pages 8-11)
On 03/07/14, staff received a message from the agent to
reach out to the merchantStaff acknowledged that signage was never approved despite multiple attempts,
but did follow up by phone(see page 9)
On 03/09/14, customer sent message indicating that he would “need
to think of a marketing need.” No request for cancellation was received, and no
additional assistance was requested(see page 10)
The contract states that customer would be printing his own
signageSignage designs were provided but never approvedNo signage order was
submitted(see pages 1-2)
Contact information for Corporate staff was provided to the
customer on numerous occasions, as indicated by the email correspondenceCorporate
responded to all messages received from the customerCustomer states that he
was not able to contact his sales rep, but he did not follow up with the office
to address any of the concerns he has presented

Again, I had paid in advance for one year as a trial periodI had explained this to *** ***Also, this is why I did not sign up for any kind of authorization of automatic bill pay The text message service Sentext provided did not have a positive impact on my business In fact the service did not help my business at allI paid sentext for all the months of service that I usedAnd now Sentext is forcing me to pay for months of future service that I do not intend to useI emailed sentext solution a letter of cancellation per *** *** instructionI'm deeply saden that Sentext Solution continues to contact me with intent of extortionThey want me to send them money for future months of service that I do not intend to use They have been paid for all the months that I used ...but they are still out to get me to pay for future months of service that I have cancelledIt's really dishearting that a business would aggressively pursue money for service that has been cancelled I would hope that Sentext Solutiom would cease sending me harassing messages and honor my cancellation of the service
Sincerely
*** ***
Complaint: ***
I am rejecting this response because:
Sincerely,*** ***

Again, I had paid in advance for one year as a trial periodI had explained this to *** ***Also, this is why I did not sign up for any kind of authorization of automatic bill pay The text message service Sentext provided did not have a positive impact on my business In fact the service did not help my business at allI paid sentext for all the months of service that I usedAnd now Sentext is forcing me to pay for months of future service that I do not intend to useI emailed sentext solution a letter of cancellation per *** *** instruction.I'm deeply saden that Sentext Solution continues to contact me with intent of extortionThey want me to send them money for future months of service that I do not intend to use They have been paid for all the months that I used ...but they are still out to get me to pay for future months of service that I have cancelledIt's really dishearting that a business would aggressively pursue money for service that has been cancelled .I would hope that Sentext Solutiom would cease sending me harassing messages and honor my cancellation of the serviceSincerely*** ***
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Response:
On 07/30/13, merchant agreed to the contract terms which state, "This
agreement will renew automatically for another term unless
canceled by the
merchant within days prior to the expiration of the current agreement term
To cancel service, send notice of cancellation to SenText Solutions *** *** *** *** *** ** *** or email to: ***"
(see highlighted Merchant Service Agreement)
Payment processed successfully for six months, through December The initial request for cancellation was received in January 2014, when billing authorization was revokedPer the initial agreement, the final payment is scheduled for 06/30/14, with service through 07/29/to complete the initial month termThe merchant owes for six months of service to fulfill their contractIf no updated billing information is provided, the account will move to collections to resolve the balance of $

I signed a 1yr contract with this company thinking it would work for my customers It didn't, but I continued to pay monthly until the end of my contract I even referred another business that signed up and received an additional month of service The contract states in small print that you have to cancel in writing days before the contract renews I tried cancelling my contract months before the end of my free month Apparently the free month doesn't count and I needed to cancel weeks sooner Missed the cancellation be weeks and never used the service and they still wanted to charge me $500+ to cancel the contract Could never reach customer service by phone and never got a name when exchanging emails with customer service They obviously don't understand how customer service works I finally talked to my account rep and she was on my side She ended up paying the cancellation fee for me If I were that sales rep, I'd immediately start looking for another job because this isn't a company I'd want to work for

Response
",sans-serif>
Merchant contract, signed by customer, was received by
SenText Solutions on 04/16/and processed the same day as a month term
Contract clearly states “SenText Solutions service is offered on a month
agreement termThis agreement will renew automatically for another term unless
canceled by the merchant no later than days prior to the expiration of the
current agreement termTo cancel service, send written notice of cancelation
to: SenText Solutions, *** *** *** *** *** ** *** or email to: *** (see page 1, highlighted)
On 09/24/14, Corporate received the request for cancellation
as indicatedMerchant received a response on 10/21/reiterating the
agreement of a month term (approving a cancellation date of 04/16/15)
Corporate offered a cancellation fee at that time as a courtesy to the
merchant, as we do not typically allow for early cancellation, which the
Merchant did not acceptAt the discretion of management, SenText Solutions
terminated her account early, with a final bill date of October This is
in accordance with the cancellation policy described above, requiring days’
notice of final billing dateNo further charges are due, and any fees
processed after the final billing date of 10/16/were reversed at the request
of the merchant(pages 2-5, email thread)

The merchant called in to cancel on 5/20/and per their contract attached, we do require written notice of cancellation in order to proceed with cancellation. This written request was never sent to us. The last payment that settled successfully from their account with us was on
6/14/15, and we have since cancelled their account due to nonpayment

Complaint: ***
I am rejecting this response because:When specifically asking the representative sent to my business about any further fees, he explained there would be no other feesYou can send me as many "fine print explanations" as you want; but your representative should have been honest with me to begin withOffering to scam me out of more money with an unlimited plan is a jokeFalling for your misrepresentation once is enough for me! This business should be upfront and honestWhen a specific question is asked, a specific, correct, honest answer should be givenI had two other employees in the office with me and they felt there was misrepresenation as wellI was not vague by saying "Are there any other fees involved aside from the $per month charge"!
Sincerely,
*** ***