SpyFly

Dear [redacted],
First
off, we want to apologize that you were not satisfied with your experience with
Spyfly.com.  We just...

attempted to reach
you to discuss this matter further but were unable to reach you and left you a
message.  We decided to process you a
refund of the $29.97 charge and the $2 charge and it will be returned to your
account in the next one to four days (this depends on your bank at this point).  We received your complaint and first off, let me clarify a
few things that are important.  In our
sign up process, you must check a box to become a member, access your benefits,
and be charged the $2 enrollment fee.  The
terms and conditions are clearly spelled out to avoid any confusion, and it
says in multiple places that the $2 is for a 7 day trial membership and that if
you do not call to cancel prior to the 7 day expiration date, then you will automatically
be enrolled into our monthly $29.97 protection plan.  In your complaint you say that you were billed
a few days after the $2 charge for the amount of $29.97.  You signed up for the membership at 4:38 pm
PST on 11/20 and were billed the $2 at that time.  Immediately we followed up with a welcome
email reiterating all of our terms and conditions that are clearly spelled out
in the sign up process and we emailed that to [redacted]@yahoo.com.  We even explain to all of our members in the
sign up process to make sure to check their spam folders if they don’t see a
welcome email because so much of our membership value comes by way of email
alerts and we don’t want members to miss out on that.  I can see that you never opened the welcome
email that we sent.  Because you didn’t
contact us before the deadline, you were billed $29.97 on 11/28 at 12:40
am.  We did notice your first attempt to
reach our company by email on 12/1, several days after you had been
billed.  With that said, I can certainly understand
your frustration if you attempted to contact our 800 number and were unable to
reach us, as your email states.  We take
hundreds of calls daily at the ###-###-#### number and on the day that you
emailed us there were many large cellular companies that experienced outages
and people heard a message that sounded like our number was out of
service.  I assure you that our member
support number has never been out of service for more than 20 minutes or so and
that was due to our phone system being down which is out of our control.  Our company is very reputable, offers a very
valuable service and is not a scam. 
In
case you weren’t aware, Spyfly is the internet’s most complete background check
service making it fast, easy and safe for people to find and learn the truth
about anyone.  We aggregate billions of
public records into a single, easy to use interface and manage this information
with cutting edge technology. 
One
of the key features of our membership is your ability to do unlimited
background searches and create reports on as many people as you would like.  We recommend everyone does a check on
themselves and their loved ones so that you know what information is publicly
available, you could be surprised and some of the information might not be
correct.  In addition, you can monitor up
to four people at a time so if any of their information changes in our database,
you would get an email alert updating you of that change.
You
can also do targeted searches to find out if there are sex offenders living
near your loved ones. You can create a 5 mile protection zone around your home
and monitor sex offender activity in your neighborhood and up to 3 other
locations anywhere in the country where your family frequently visits.  We will send immediate email alerts when a
new sex offender registers within one of your monitoring zones.
Lastly,
our members are able to set up Emergency Response Profiles for each one of
their children. These digital profiles contain a child’s picture, personal
information, physical description, medical information as well as guardian
contact information. These profiles can instantly be emailed to friends, family
or the police in case a child goes missing or is abducted; this assists parents
and law enforcement in the recovery of the missing child.
We
hope that you will find this resolution satisfactory.  If you would like to discuss this matter
further please contact me directly at ###-###-####.  Sincerely,
 
[redacted]
Spyfly
Member Support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I never set up a subscription
Regards,
[redacted]

Dear Mr.
[redacted],
Thank
you for taking the time on the phone today to discuss your matter.  I will spare the Revdex.com all of the details of
our call but the good news is that we have agreed that this situation is
resolved.  Long story short, the
representative that spoke with you is no...

longer working with our company.  The representative did not handle the call in
an appropriate manner or within the guidelines of our policies.  Although the situation with you was a tricky
one, there was no excuse for not resolving your call faster and simpler and
getting you a full refund based on what had occurred.  As I stated on our call, unfortunately and
terribly sadly, the representatives father had committed suicide two weeks earlier
and he has obviously been under a great deal of sadness/stress which has very
much negatively impacted his work.  At
this point you have been refunded the full charge and we have issued 8 months of
free service in case you would like to use our benefits in the future.  Thanks for understanding this unique
situation and we hope you will find benefit with your membership going forward
and have a happy Holiday season. 
Sincerely,
[redacted]

Dear [redacted],I just received your complaint and reviewed your member profile.  You contacted our member support department today (3/27) and spoke to Felipe who processed a refund of $29.97 and $1.  Upon signing up to our service, you had to check a box to confirm that you understood the terms...

and conditions of our membership.  We make our membership terms/fees VERY clear to avoid any confusion like this.  Regardless, we have refunded you every dollar that you were charged in an effort to resolve this situation.  Please contact me directly at 805-895-[redacted] if you would like to discuss this matter further.  Thanks, [redacted]Tell us why here...

I fully accept response from business and appreciate the quick response by the company and the Revdex.com.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]  My information was removed on today's date.  No further action needed unless my information is placed back on Spyfly web site.

Dear [redacted],
Thank you
for taking the time to speak about this matter today.  I think we both agree that this was a big
misunderstanding and certainly a strange sequence of events.  Regardless, we have refunded you the $29.97
and again apologize for our role in causing this issue to...

occur.  As explained, our representative didn’t see
the “live” order for you (she saw an attempted order of $1) so she never found
the account to cancel on your first call.  After that, the bank got involved with the
dispute that you filed and they denied your claim with zero input from us.  The final call with our representative wasn’t
escalated as it should have been because your account was already showing a
dispute which typically means that we can’t issue a refund for those cases (because
it’s already been issued or denied by the bank).  Anyways, I have trained my representative on
this situation and we have refunded you as requested.  Please don’t hesitate to contact me at
805-895-[redacted] if you have any trouble with seeing that refund.  I will assume this situation is resolved
based on our nice conversation, again I apologize for our role in this confusion.
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Spyfly has done a total refund.  Since the previous transactions for the refund did not work.  I received a check in the mail.  I want to compliment on Jason and the Spyfly owner for the direct assistance and follow up with me.  I do not believe the delay was from their side.  They returned every call and followed up on refunds daily.  I think that Spyfly is one the better Revdex.com companies listed when it comes to customer complaints and resolution. Thank you to the Revdex.com team and to Spyfly.[redacted]

Dear
[redacted],
We
contacted you to discuss your concern and left you a voicemail message; this
response will reiterate some of what was mentioned on your voicemail.  First off, for some reason your membership
doesn’t have a phone number associated with it, so that is part of the...

reason
why you had difficultly getting recognized in our ivr system when contacting
our member support team.  Regardless,
there is no excuse for someone “hanging up on you” if they couldn’t hear you and
not attempting to contact you back; that is our member support protocol.  In addition, I’m not sure what might have
been the problem with your login issues to our site, as members change
passwords and login to their memberships all the time.  However, you did contact member support on
11/21 by email and [redacted] issued you a full refund of $29.97, he noted
that he couldn’t contact you by phone because he didn’t know your phone
number.  Today, I also went ahead and
r[redacted] [redacted] [redacted]  [redacted] I can get your membership set up correctly and help
you login.  Please let us know if we can
be of further assistance but I will assume that your concern [redacted]  [redacted]
[redacted]

Dear [redacted],
First off I want
to offer my sincerest apologies for not having gotten back to you about your
complaint until now.  The truth is that I
didn’t receive this complaint until I got a reminder email from the Revdex.com which
happened today.  Again, my
apologies.  I attempted...

to contact you
today to discuss this matter and left you a voicemail asking you to return my
call.  The bottom line is that there is a
big misunderstanding here.  When you
signed up for the $2 trial membership for one week, we make it extremely clear
that if you don’t cancel the membership within the 7 day trial period that you
will automatically be enrolled in our ongoing protection program which costs
$29.97 per month.  You not only have to
check a box verifying that you understand that terms and conditions of our sale
(to avoid this exact thing) but we also put our pricing terms about 6 places on
the sign up process and follow up every order with an email confirming your
membership terms (we sent that to the email address on file, [redacted]).  Regardless of our clear disclosures, you aren’t
happy and we want to address that. I have immediately refunded your $29.97 and
the $2.00 trial fee that you were charged, expect to see those refunds back in
your bank within 1 to 4 days.  We have
never paid for someone’s overdraft fees previously because our terms are so
clear that we don’t feel it’s our fault when customer’s fail to cancel a membership.  With that said, if you would like to contact
me at [redacted] I would be happy to discuss options on how we can make sure
you are totally satisfied.  We again
apologize for the delay in dealing with your issue, and we hope that the
refunds that we have processed will make you a little happier.  I look forward to discussing this issue with
you further if you contact me.  Thanks,
Spyfly
management
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will at this time, withdraw my complaint against this business... the owner went way beyond, to resolve this issue, and I'm very pleased.
Regards,
[redacted]

Dear *. [redacted],We agree with you.  You don’t have to join our service to be able to remove your information from our database.  I contacted you to try to get additional information so that we could get this handled for you, I left you a VM asking for what I need. Please contact me back...

at ###-###-#### so that we can ensure your satisfaction.  Thanks, [redacted] [redacted] us why here...

Dear [redacted],
We apologize for the inconvenience that you describe in your
complaint.  I attempted to contact you to
discuss this matter further and left you a voicemail on the phone number you
provided.  We do not send out marketing emails
about our product, we work with many...

different publisher relationships who
handle all marketing email correspondence for us. We only partner with the most
reputable publishers and these organizations must comply with all email
marketing laws.  To clarify, these
publishers can’t legally send you emails unless you previously opted in to
receive them.  Similarly, you are able to
opt out so that you will not receive any additional emails in the future.  I have gone ahead and opted out your email ([redacted])
with all of our publishers so within the next 7 business days you should no
longer receive any additional correspondence about Spyfly.  All emails that we authorize our publishers
to send out on our behalf must be approved by us and simply promote our very
legitimate and valuable service.  You
state that the emails you have received are “bogus” so if you would like to
forward one of those emails to me at [redacted] I
would like to review that content to ensure that our publisher is remaining
compliant.  Again, we apologize for any
inconvenience here and you should see no additional emails about our product in
the very near future.  If you would like
to discuss any of this further, please contact me directly at
[redacted].  Sincerely,
[redacted]

Dear [redacted],
Per our conversation it appears that you have already successfully
opted out your information from our site; we were unable to locate you once we
received your complaint.  As we
discussed, we are one of many data providers that provide this same information
so you will...

want to ensure that you reach out to all of our many competitors to
ensure that this stalker can’t find you. 
We’re so sorry that you are dealing with this situation and please let
us know if there is any additional help that we can offer.  Thanks,
[redacted]

Dear [redacted], We contacted you at the number that you left for us to alert you that we have removed all of your information from out site.  Not sure if you had contacted our company by phone or if your Revdex.com complaint was the only way that you reached out to us; but just an FYI, we...

routinely remove people’s information when they simply reach out to our Member support department.  If this doesn’t resolve your issue, please contact us back at [redacted].  Thanks, Member Support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]