TERRAfit

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, assuming they actually follow through with the agreed upon action Sincerely, [redacted]

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, assuming they actually follow through with the agreed upon action.  
Sincerely,
[redacted]

To whom it may concern, Although it grieves us to receive a complaint about our company, we understand that miscommunication and honest mistakes are a part of every business. We believe that we have taken every step to absolve this issue according to our policies, but because this customer is still...

not pleased with our answer, we are happy to provide a refund in full to the customer. We will notify them immediately of the decision and hope that our fitness program has helped to benefit their life for the better as it has for tens of thousands of people around the world. The remainder of this message contains our explanation of this issue. We hope that it will help to exonerate the claims made by this customer. Our sign up process offers a free week of the TERRAfit Advantage, a monthly subscription program that enables our participants to get the most out of their experience. After the free one week trial, the TERRAfit Advantage (TFA) subscription will charge the customer on a monthly basis until cancelled by the customer via email to [redacted]@gmail.com. The rules and cancellation procedures are all explained on the check out page, when signing up for a challenge. Attached is a screenshot of the check out page. To opt out of the TFA trial at checkout, the customer need only click the link as instructed, and then confirm the decision. The Subscription will then be removed from the order, and they will not be enrolled in the TFA program. There a couple of points in this customer's statement that we feel need to be resolved.First, the customer stated that "The process required entering the credit card number an additional time per the company." As shown in the screen shot, the TFA subscription is included in the initial purchase of the 12 Week TERRAfit Challenge. Furthermore, because the customer did not opt out of the free trial they were authorizing the recurring charge for the TFA subscription.Second, we acknowledge that the customer was charged in November, 2015 after she asked us to cancel the account. There was a user error involved with this, as the technician that cancelled the account accidentally hit a button that cancels at the next pay period, instead of immediately cancelling the account (the two buttons are very close to each other). When the customer brought this to our attention, we immediately offered to refund her for that month's payment, as she had cancelled prior to the billing period. Please see the email threads below for evidence of the offered refund._________________________________________________________________________...⇄ Sat, Nov 14, 2015 at 10:16 PM, (customer name omitted for privacy) wrote: here we go again with charges...I am filing a complaint with the Revdex.com now. Date: Mon, 16 Nov 2015 14:22:16
Delivered-To: [redacted]@gmail.com
Subject: Re: charges
From: TERRAfit Challenge <[redacted]@gmail.com>
To: (customer name omitted for privacy)
Hello (customer name omitted for privacy),
My name is Dallin H[redacted], I am the Customer Experience Manager here at
TERRAfit. We apologize for the most recent charge on your account. Although
we did cancel your Advantage membership on the 15th of October, the system
marks the account as "Cancel on next billing period". Due to this
oversight, we would like to offer you a refund for the most recent charge
of $11.95 to your account.
Please rest assured that your Advantage membership is totally cancelled,
and that you will not be charged going forward.
Thank you for you patience. If you have any further questions about this
issue, please let me know!
Have a nice day,
Dallin H[redacted]
Customer Experience Manager
Let's Get Terrafit
The TERRAfit Team
[redacted]@gmail.com
________________________________________________________________________________...⇄ If there is anything else that we can do to foster understanding, please let us know at [redacted]@gmail.com.Thank you,Dallin H[redacted]Customer Experience ManagerTERRAfit