SenText Solutions

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.
My original intent with this complaint was to end my contract and my subscription.I found the company to be incredibly hard to work with. When looking to end my contract, I was treated very rudely. I feel as though they were not willing to work with me at all. I had not used their service in months and continued to pay the monthly fee. I had to email, call and text the company multiple times to even speak with someone regarding the end of my contract. 
Sincerely,
[redacted]

Complaint: 10456545
I am rejecting this response because:
I indicated to mr. [redacted] that I wanted to try the service on a trial bases. That is why I paid in full for 1 year. I never filled out any documents for automatic payment authorization because I was not committing for more than 1 year. We had negotiated a price for 1 year and that was it. After one year of use I realized that the service was not working for my business and I wanted to discontinue use. I had also agreed to pay for the 2 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]

Complaint: 9922449
I am rejecting this response because:
Sincerely,
Ben Jones

RESPONSE:
RE: Misunderstanding of Services...

Offered
Response: Merchant signed contract that states, “SenText
Solutions services enable Merchants to build opt-in text message customer lists
from the customers who voluntarily Opt-In from their cell phones using an
authorized short code.” SenText has never provided customer lists to merchants
for the purpose of contacting said customers. In adherence with federal law,
all customers are required to complete the opt-in process to receive messages.
(see: “1019 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 term. A
signed request for a renewed contract, signed 12/31/13, was submitted at a
reduced rate, with the 1st month free noted by A gent. Because it
was a renewed contract from the original date of 10/21/13, 3 paid months were
applied to the 12-month term. The 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 8 of 12 payments remaining. After review, merchant accepted an
early cancellation rate of $117 (half of remaining contract -$156- less one
free month owed, $39) to close the account. (see: “0218 Email”)
Due to additional concerns, Merchant was urged to discuss
her situation with the President of SenText Solutions. Several 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.

RESPONSE:
RE: Dispute of Contract/Cancellation Policy
Response: As noted in the highlighted portion of page of
the Merchant Service Agreement, signed by the customer, "SenText Solutions'
service is offered on a month agreement termThis agreement will
renew
automatically for another term unless canceled by the merchant within days
prior to the expiration of the current agreement term." The agreement was
originally signed in June and renewed for another 12-month term as of June
Per the terms of the signed agreement, cancellation request received
after May would be effective as of June 2015, with final payment in May
Request for cancellation was received on 08/15/(page 2)
and processed accordingly, with customer updated on 08/27/as to the
remaining terms of the contract (page 3)In an email dated 8/29/(page 4),
customer indicated a "verbal agreement" with the rep allowing her to cancel,
but these are not the terms of the written contract she signed
RE: Service Issues
Response: On the evening of 7/24/14, we were notified via
our "Contact Us" option on the website, that there was a problem with the
account (page 6)Staff responded the following morning (page 7) to update that
the requested number had been removed from the list to reset the opt inBy
law, messages are stopped if a customer opts out of the program, and the system
does not allow for multiple opt-ins as a protection against those who may abuse
the system
The same day, we received an email indicating that Customer
wanted to keep the account active due to her own misunderstanding that we had
cancelled the account (pages 8-9)The account was never cancelled, as she
instructed us to "Just disregard the previous message."
Merchant record indicates active members in the program
and messages actively sent (page 9)Outside of the issue reported and
responded to on 07/25/14, we have no indication that there were any other
delivery issues

If I could rate this lower I would. I signed a contract for a year. Never once was it mentioned that it would automatically renew. If you call them to cancel you are forced to leave a voice mail. If you email them it is returned "Failure Notice". For the last 3 days I have been trying to cancel this and get a refund for the last year that I have been billed but have not used the service. It is pretty sad that you can not cancel something either in writing (via email because no one will tell you how to do it otherwise) or by phone. Here is the last email from this company :
mailto:[email protected]
Hi Flora,

You signed an agreement and did not follow the terms and conditions of that agreement.

No issues will be refunded at this time.

I will not be back in office until Tuesday 9/5/17.

Thank you,

Amy Perrotta
Vice President of Operations & Retention

612 Wheelers Farms Rd
Milford, CT 06461
Phone 800-211-2001
Fax 800-758-1053

www.sentextsolutions.com

Review: Sentext Solution doesn't describe exactly what the renewal term are. When you contact them, they give you an email to file complaints or talk to someone. It such a long process back and forth with email. Also, Sentext Solution automatic renewal your contact even though you already called and tell them cancel. They will still charge you fee for services you don't used. They take you money easy in the beginning and it very hard for you to cancel and get money back. Not a company I would recommend and deal with again.Desired Settlement: Refund the money taken since 04/2015 through 08/2015. and Cancel my agreement.

Business

Response:

The merchant called in to cancel on 5/20/2015 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.

Review: Representative was clearly asked if any other fees were involved besides the $39 per month fee and he said no. Now I Am being charged for every text sent out in addition to the $39 per month fee. Contacted customer service and they told me either pay the cancellation fee, or get an upgrade.Desired Settlement: I want them to stop scamming other businesses the way they have done to me and my business. I want to alert others that there are other fees, even if the rep deities it.

Business

Response:

This merchant wrote in inquiring about a charge for message overage and claimed to not be aware that they were going to be paying a monthly fee of $39 plus a fee of $0.039 per message when they went over their allotted amount of messages monthly. Please review the attached contract signed by this merchant which outlines what they are being charged for. They were also sent a copy of this signed agreement on 6/11/15 as part of their Welcome Email (please see the attached). In addition to this, we have attached a string of emails where the merchant requested cancellation, and we offered to change their plan to an Unlimited plan at a different monthly rate or they were offered a cancellation fee which is also a part of their contract if they decided to cancel before the first term is up. They accepted this fee and wanted to cancel right away. They were charged this cancellation fee on 8/17/15 and the contract was cancelled.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: We entered into an agreement with SenText Solutions for text marketing to give it a try. When I say give it a try, I mean we expressly stated to the sales person, Jeff, that we would give it a shot for a few months and see if it had any benefit to us and, if it did not, we would move on and stick with our current, successful, not worthless marketing plan. After the first month and a half, with very little response , Jeff called us to follow up on how we are liking the program. We spoke at length and I outlined out concern with the program and how it did not work for us at all no matter how hard we worked it. The same concerns we raised in our initial meeting were the same issues we had after using the program for almost two months. In typical salesman fashion, he talked and talked but couldn't really justify why we should keep the program. I explained that we would give it a while and then, if it was not working for us, we would discontinue using it. That is exactly what we did. Around this same time, we changed over bank accounts to make our business operations more fluid. When it came time for the SenText payment to come out of our account, it declined since the account no longer existed. We were contacted via email about making the payment. At that time, I responded with a very respectful letter explaining that the program that was sold to us did not work for us and we wanted to be released from our contractual obligations. It was then that we started receiving sharply worded emails threatening legal action against us. Most recently, we received a certified letter threatening a lawsuit that could "add thousands of dollars in attorney's fees that you would have to pay us in addition to the amount you owe...". Contract or not, we did not receive the service that we were sold. Their program is complicated to use and annoying to our customers. We have had numerous complaints about customers receiving texts. It is not something we want and it is not something our customers want. We have paid for all of the service we used. We are simply asking to be left alone.Desired Settlement: We are simply asking to be released from the contractual obligation of paying $396 for services not rendered. We are sure that the system works just fine for some businesses but it does not work for our business model. This was our major concern that was explained to the salesman at our initial meeting. If they had been able to show any sort of value to our business, we would have been more that happy to stay with them for the duration the contract period.

I have a small restaurant in a small town. Every morning I text over 200 customers our daily specials. Our customers love it!! Even if they don't come in that day they are thinking of us!! Best way for us to get our fabulous specials promoted. We also post them to facebook and every day more than double potential customers see the text.

Review: First, I would've Clicked "All of the Above" Under Complaint Type, but that wasn't an Option. A rep of Sentext Solutions harassed our employees for months on end, to the point they begged me to meet with the rep, less calling the cops/taking action to get him to leave us alone. I entertained their spiel, being interested in the whole "mass text advertising" racket, and he proceeded to falsely answer questions to get us to sign up. In addition to a number of other issues, we were assured that we would have our Own line of ads, something I was very adamant about (only to find there are competitors in town (and god knows how many other business) under the same text thread/using the same number! I understand that may be the way SMS services work, but we were told differently. The rep blatantly mislead us on how their services worked, even after being plainly questioned in B&W. The rep also took the contract, and hung up on when I called to explain our issue(s), within 24 hours of the service being set up (then realizing that the entire experience was a rouge) I immediately emailed "head office". in the meantime numerous texts to the original agent were being ignored. Almost TWO Weeks later we get a return call, and the superior is more crass than the agent & outwardly rude, full of smart & belittling remarks; Even proceeded to tell me (pretty much verbatim) that I was foolish to have listened to his rep and that I shouldn't have taken his representatives word & gotten EVERYTHING in writing (which tells me you already KNOW your company/rep is manipulative) also refused to listen or let me finish a thought, while also telling me that being on the same text thread with competitors (that have NO relation to us) isn't a big deal/get over it? Really? THATS how you treat a customer? Not Once did Sentext acknowledge ANY issue watsoever, made NO Attempt to even listen, so I am left with as much as I can say here in a complaint. We've contacted our lawyer, but hope to resolve it otherwise.

Product_Or_Service: SMS Text / Advertising Service

Order_Number: N/A

Account_Number: Representative Did N

Desired Settlement: DesiredSettlementID: Other (requires explanation)

i'd stated via email that we would be willing to pay for one month and part ways, chalking it up to misunderstanding (though such was Not the case) after our treatment I felt this would be MORE than fair, we only ask that we be released from the contract, being that the services were COMPLETELY misrepresented, in addition to the other aforementioned negative circumstances, and the fact that we have NOT used the Sentext Services past the initial 24 hours, therein the fabrications were realized.

Review: Sales Rep sold the concept of Text Messaging, illustrating how well it works. We signed 1 year contract. We advertised Sentext within our store, in email, and on facebook. We have over 400 email customers, and only 8 people signed up for email in 3 months. Our customers are middle aged with good incomes, and apparently do not want solicitous texts. I explained to [redacted]e and she promised our rep, [redacted] would come out and help us. (what he could do, I have no idea).That didn't happen, and they refuse to end our contract. I could give you quotes from Mr. [redacted] about how this company will stand behind their program. . . . We tried it in good faith. It simply isn't for our clientele. If Sentext is in business to serve their customers, they would agree. Its obvious, its a quick contract and run.Desired Settlement: End the contract. We have already paid $99 per month from July till December. All we want is out, and they are threatening collection!

Business

Response:

Review: I contacted the employee of this company back January 2014 to cancel this contract. He never showed up and I assumed he had done his job. Well come to find out they have been charging me for a service I have never used since I canceled in Jan 2014. I have filed fraud with my credit card company. The company was notified in September of the incorrect charges and they stilled billed me in October 2014.Desired Settlement: I want a refund of all charges, since I didn't use the service since 2/21/2014. So that is $891.00. I had to cancel my credit card and get a new number. So I will not give them a new number to refund based on the fraudulent charges.

Review: On March 19, a rep from Sentext Solutions came into my store, without an appointment and demanded my attention while I was trying to help customers. This alone irritates me. [redacted] was very insistent and would not take no for an answer. She had to call other reps, and the company on how to answer any question that I raised. needless to say, she was not fluent in her product and service. I finally gave in and told her I would try it for only 6 months. I was immediately debited a start up fee, the first months fee, and an extra $30 that is still unaccounted for. I sent [redacted] an email asking her how to setup a reply text to customers that opt in. It wasn't until April 20th that I finally received instructions on how to do this, 30 days later! I then sent several emails with other questions that I had, but she never responded. If [redacted] is no longer an employee with this company, then Sentext should have assigned a new rep to my account. On May 27th, after still no response from [redacted], I sent her another email requesting cancellation of my account and discontinue the service. I still have not heard back. I have been debited the monthly fee again, and not yet have sent out any texts to my customers, not once! I want my account closed immediately, and the monthly fees of $198.00 from May and June refunded.Desired Settlement: I want my account closed immediately, and the monthly fees of $198.00 from May and June refunded.

Review: In April of 2014 My salon did a 12 month advertising program with Sentext Solutions with the promises of boosting our income and walk in traffic within the Salon. We signed a contract stating all the usual's. Not anywhere on this contract does is say anything about terminating our services it just states that if you are not happy with their services I would need to send a Email stating my companies name and information and why we want to terminate the program and that is exactly what I did. After six months of using the program it was not bringing in the traffic we thought it would and was costing us more money to run the program each month rather than bringing in more of an income, so we decided to terminate the program. There is nowhere on our contract that states any type of termination fee and sentext solutions keeps taking money out of our account each month. Not only is that bad business but it is wrong. Small companies should be helping each other out not giving them the run around. Sentext Solutions refuse's to say anything to me besides "review your contract" they have no interest in settling this the easy way. I have tried talking to my bank but there is not much they can do.Again there is nowhere on this contact that stated anything about a termination fee.Please help us settle this.Desired Settlement: We want out 39.00 back and our service terminated without the $100.00 fee.

Business

Response:

Review: Paid for a service I NEVER received. Paid. $99.00 per month for a 3 month contract. Upon receiving my training session, it became clear that I was going to be inviting people that I knew to join.I could have done that on my own to all of my family and friends without Sentext Solutions support. I cancelled the contract immediately at the end of the contract which was December 21. [redacted] the account representative, came to visit and told me he would pay for the first 3 months of service with a lower rate of $39.00, if I continued to work with Sentext, and he would personally see that my employee would be properly trained and I would see great results. My employee sent emails, and left several messages, to the person [redacted] told her to contact. She did not get any training sessions with Sentext Solutions as promised. I closed my business at the end of February and was told that I had signed a contract for 1 year and if I wanted to close it I would have to pay a cancellation fee of $117.00. I explained I never even used their services, the training was never started or completed and now my business closed and I would not even need their services. Tried calling [redacted] several times, left messages, and he also would not return my calls or emails. I have the emails saved and so does my employee. We were duped.Desired Settlement: Sentext Solutions led me to believe that I could advertise any specials or discounts all through text messaging to a massive amount of potential customers. What they fail to tell you, is that YOU need to invite everyone that YOU know to use their services. I signed a 3 month contract for $99.00 per month for unlimited texting. I had to email their customer service department, set-up the training, get trained, and start texting. I was NEVER trained, and never sent one text! I want the money!

Business

Response:

Review: Email from [redacted] with [redacted] in [redacted] to sentext solutionsWe would like to opt out with no financial payout on our part due to:sentext local representation did not disclose true agreement obligationsentext services did not meet our expectations sentext services does not work with many of our customers, including [redacted], ** and ** with [redacted]sentext randomly cancels texts to subscribers that did not opt out with no explanation or help from customer servicesentext has emails listed on their website for customer service that are no longer activeSentext is arguing that I signed a contract that allows them to auto renew our contract each year (in June) for another 12 months. The local representative stated that we were signing a one year contract with sentext. After that, I would be charged the same monthly fee until I canceled the contract.The local representative and I did not verbally agree on an auto yearly contract. She did not disclose that I would be obligated each year for 12 more months if I did not cancel before June. I called customer service and was told the same thing - that I had to email the cancelation and as long as I did it before the 17th of August, I would not be charged again[redacted] ###-###-####Desired Settlement: I would like to end business contract/relationship with sentext effective immediately without any more charges (including auto monthly payments). I am not requiring a refund.

Business

Response:

Review: sentext solutions has billed me since december without providing any service. the sales rep says he is going to stop by to get us started with table tents, training, marketing materials, etc. but months go by and he has not come by, yet still charges my credit card. last month I called discover card to file a dispute for the charges since that no marketing/texting service program has been provided. sales rep does not answer his phone/returns my phone calls anymore.Desired Settlement: refund money and cancel contract

Business

Response:

Review: In December 2013 I paid in full a 1 time fee for a year of service with sentext solutions. [redacted] the sales representative wanted me to provide credit card information or my bank account information and I had declined. Indicating that I was only interested in the service for a 1 year trial. It was not until January 2015 a month after the 1 year of service was expired that I began receiving emails from [redacted] regarding payment for past due month. At that time, I began to inform [redacted] that I was not interested in continuing the service.

It was not until I sent the check to sentext solution for the 2 months of service (dec 13 2014 to feb 13 2015) that I then begin getting emails about my obligation to pay for the entire year of 2015. Even though I by then had formally cancelled via email with [redacted] of the customer service department .

As of today I have paid all past due months of service that I have used and I have been asking them to immediately cancel the agreement with no obligations of future months billing. And they are refusing,Desired Settlement: I want them to cancel contract with no future obligations of payment

Business

Response:

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 page 1,

highlighted under Merchant Service Agreement). The original agreement was

signed on 12/1/13 for 12 months, with the first renewal on 12/1/14.

Cancellation request was received in 2/11/15 (see page 3), meaning that the

final payment would have been 11/1/15, with service through 11/30/15. In response to his request for

cancellation, SenText agreed to reduce his renewal term by half, with the final

payment of $445 (50% of remaining contract) offered on 2/11/15 to cancel the

agreement (see page 2). We have received no further response.

Consumer

Response:

Review: 10456545

I am rejecting this response because:I indicated to mr. [redacted] that I wanted to try the service on a trial bases. That is why I paid in full for 1 year. I never filled out any documents for automatic payment authorization because I was not committing for more than 1 year. We had negotiated a price for 1 year and that was it. After one year of use I realized that the service was not working for my business and I wanted to discontinue use. I had also agreed to pay for the 2 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.

Review: After my six month contract expired, I was paying for month to month service. I contacted Sentext on March 19 to cancel my service and heard nothing in response. I then followed up on March 31 and was told I needed to contact my sales rep. I hadn't heard from my sales rep for six months. He never returned my emails or calls. After additional emails to my sales rep without any response, I contacted Sextext again on April 6. I finally received a call from the National Sales Rep on April 7 and he advised me that he would cancel my service. I was then billed again for the service on April 28. I contacted Sentext again and was advised that I was under an automatic contract renewal and that my contract didn't expire until May and I was to be charged another month. This is absolutely false. I never agreed to any additional contracts. I have been trying for nearly 2 months to cancel this service and even after I've been told that my service would be canceled, I am now told that I am in a contract and have another month to pay for service. This is ridiculous. The service never worked to begin with. I used it to its full capability and I received no benefit whatsoever. Now I find out, after trying to cancel this horrible service for two months, that I'm in another contract after its been expired for 5 months. The "national sales rep" never mentioned anything about this "contract" and said that my service would be cancelled immediately. That conversation was a month ago and I'm still paying for this service.Desired Settlement: I want my April payment refunded to me as I've communicated with Sentext since March 19th regarding my request for cancellation. In addition, I do not want to be charged any additional fees.

Business

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 30 days prior to the expiration of the current agreement term. To 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 12 to 6 months, there is no other alteration to the terms.

The initial request was received in March 2014 and processed accordingly, with the final payment processed on 05/25/14, with service through 06/24/14. No further charges are due, and the 2nd term of the 6 month contract is fulfilled.