TerraServer.com

Paid for an annual subscription for their Basic service level which promised 30 day image access, no watermarks, and unlimited views. In Sept 2108, they changed that to be their Premium service and wanted $215 more to keep the level of service I had signed up for.

I emailed them about honoring their commitment through the end of my subscription. They replied "were unable to wait for everyone's subscription to end to make these changes". Very unethical company.

The price, quality and view represented on the TerraServer website were misleading. The product I received was unuseable7/30/2014After looking at the preview pictures on the TerraServer.com website I contacted [redacted] to get a quote on purchasing 5 photos of our property. On the website they were quoted at 25.00 per picture.[redacted] came back with a quote of 400.00 each.When I asked what I was getting for the extra 375.00 he responded "We can get the ones that are available on the website at that price, but ones that are not available on the website will cost $400."8/1 I expressed interest in purchasing one of the older pictures (XXXX) that was not available on the website I provided [redacted] an example of the view and quality I needed and was told "The final product will have a similar level of detail as your provided image." 8/3Giving his reassurance I purchased the product.When I received it I contacted [redacted] again and expressed my concern for the lack of detail on the picture and was told "When you open the image, make sure you zoom in to 100%. If you don't, then you will see the image at 5%-15% of the size it is and that is why you are not seeing the level of detail expected." At that point terrain became completely unrecognizable 8/18 I was out sick for a week and upon coming back I contacted [redacted] again and expressed how disappointed I was and asked for a refund. He said that it was denied. [redacted] offered to contact the vendor and see if a better quality picture was available8/20 I have not heard from [redacted] yet but did send him another email requesting information from the vendorDesired SettlementI am asking for a refund of the purchasing price or a photo with the same view and quality (with an written assurance that it is still the 2002 picture) that I provided [redacted] to several occasions.Final Consumer Response /[redacted] was able to provide us with a better quality photo today. I have accepted the substitution and ask that this complaint be closed

I ordered product without knowing what it was. After purchase I realized this was not what I thought I had bought.I purchased TerraServer on Monday the 17th at 7:39 PM. I asked for a refund on the 17th via email at 8:29. They say they never got the email, but I have proof of sending. I sent a second email on the 19th which they responded to by saying that would cancel my services, but not refund the money. [redacted] who is the Director of Operations was the person I talked to on the phone about this situation. My order ID# is XXXXXX. Payment amount was 45 dollars using my Mastercard.Desired SettlementI would like my 45 dollars refunded as I did not use their product and emailed them to cancel/refund in less than an hour.Business Response /[redacted]/Mr. [redacted] first contacted us on 11-20-2014, and did note that he had tried to contact us previously, but we couldn't find a record of this. We explained our refund policy in an email on 11-20, citing the policy posted on our sign-up page and support section. Mr. [redacted] called the same day, and was told the same thing. His position was that we could not expect people to read this, and that we were expected to issue a refund against the policy that he agreed to. The conversation ended when Mr. [redacted] began yelling and shouting obscenities over the phone.Our policy is clearly spelled out in multiple places on our website. All customers must check a box acknowledging and accepting this policy during the sign-up process. Mr. [redacted] could have contacted us prior to signing up for anything and we would have been happy to answer his questions; we have no record of this happening. Our support section has answers to many of the questions customers have, and is freely available. We do not offer refunds for membership fees, which Mr. [redacted] acknowledged and agreed to, and so did not offer a refund in his case.