The Earp Law Firm, P.C.

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 and the matter has been resolved Sincerely, [redacted]

This customer reqistered for a quarterly non-refundable programThe billing was turned off and an email sent to customer explaining they have access until Customer was sent an email on 8/ [redacted] explaining it was not refundable in accordance with our terms of service.I made an exception today and issued a pro-rated refund of $to the customers credit card.Copy of email sent to customerHello, ***,Your account was addressed per your request on 82015, this is a copy of the email sent to you non that date.As you requested, I have turned off the automatic renewal for your Jillian Michaels Online accountYou will have access to the website until 102015, but you will not be billed to continueAs explained in the terms of service, when you cancel, billing stops and no new charges will be billed to youThis plan is non-refundable(If you have been receiving daily emails from us, emails will continue free of charge.)Also, we want to help you take further advantage of your programWe may be able to give you extra time to explore the site, answer any questions, or even offer you a discounted membership rateIf you would like to take us up on the offer for help, simply reply to this email or call us toll-free Monday through Friday at ###-###-#### anytime between AM and PM Eastern time and we will be happy to assist youIf you choose to return after your subscription expires, just log in at [redacted] , and you'll be able to come back to all the same great features, in addition to our constantly updated information.Regards,LindaCustomer ServiceJillian Michaels Online

I have reviewed the subscription and made an exception with a full refund of the $chargeBelow is the email I sent the consumer.Hello, ***,As you requested, your subscription to Jillian Michaels Online has been canceled and $plus any applicable sales tax refunded to your charge card, as explained in our Terms of ServicePlease note that depending on the institution you used to make your payment, it may take from two to five business days for the refund transaction to appear.If at any time you would like to reinstate your membership, just log into [redacted] with your email address and password, and you will be given the option to update your information and renewIf you have any difficulty, please reply to this email, and we will be glad to process your renewal manuallyWe are constantly updating the site with new program information, new tips, and great features.If you have any questions, please feel free to email us at [redacted] .Regards,LisaCustomer Service [redacted] Online

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

We sent the consumer an email notification in November that their billing plan was changing from $per quarter to $a month, effective January The consumer contacted us to cancel subscription on 8/10/and billing was turned offOn 8/**/we received a chargeback from
credit card in the amount of $We issued a refund of $on 8/**/and I made an exception with an additional refund of $on 8/**/as well in response to this complaintMaking the total ampount refunded $.I would also like to point out that the phone number to contact us to cancel appears on the consumers credit card next to the charges they receivedThey could have contacted us to cancel when they noticed the first monthly charge

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I never ever signed up for anything, no membership, never downloaded an app etc. So, this leads me to believe that someone signed up and ACCIDENTALLY used my email addressand they may continue to sign in to their webapp that they have downloaded which, from your response, will start all of the emails again I need to be removed perminately... I do not ever want an account. Anything associated with my email needs to be blocked, closed, and the key thrown away. I promise you, I do not want your serviceso please figure out a way to ensure I never receive another emailregardless if someone tries to use my email address
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

It is our mission at the Jillian Michaels to help our members achieve their goals of a healthier lifestyle and we pride ourselves in our ability to do just thatOur records indicate that this consumer registered for a day free trial on 1/*/2016. The information on how to cancel your
subscription is on our website under FAQ’s, in your confirmation email, and our phone number is on your credit card statement Our records also indicate regular logins to the online subscriptionA refund of $was issued on 5/**/and I issued an additional refund of $refunding the last charge on 4/**/in fullNo further refunds will be issued

Consumer has filed a second chargeback complaint with her credit card companyWe consider this matter in their hands at this time

I have made an exception in this customers situation with a refund of $52.00 to her credit card. I have also sent the consumer a follow-up email letting her know a refund was issued.

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 and the matter has been resolved.
Sincerely,
[redacted]

This customer reqistered for a quarterly non-refundable program. The billing was turned off and an email sent to customer explaining they have access until 10/**/2015. Customer was sent an email on 8/** explaining it was not refundable in accordance with our terms of service.I made an exception...

today and issued a pro-rated refund of $32.00 to the customers credit card.Copy of email sent to customerHello, [redacted],Your account was addressed per your request on 8/**/2015, this is a copy of the email sent to you non that date.As you requested, I have turned off the automatic renewal for your Jillian Michaels Online account. You will have access to the website until 10/**/2015, but you will not be billed to continue. As explained in the terms of service, when you cancel, billing stops and no new charges will be billed to you. This plan is non-refundable. (If you have been receiving daily emails from us, emails will continue free of charge.)Also, we want to help you take further advantage of your program. We may be able to give you extra time to explore the site, answer any questions, or even offer you a discounted membership rate. If you would like to take us up on the offer for help, simply reply to this email or call us toll-free Monday through Friday at ###-###-#### anytime between 9 AM and 6 PM Eastern time and we will be happy to assist you. If you choose to return after your subscription expires, just log in at [redacted], and you'll be able to come back to all the same great features, in addition to our constantly updated information.Regards,LindaCustomer ServiceJillian Michaels Online

I have reviewed the subscription and made an exception with a full refund of the $52.00 charge. Below is the email I sent the consumer.Hello, [redacted],As you requested, your subscription to Jillian Michaels Online has been canceled and $52.00 plus any applicable sales tax refunded to your charge card,...

as explained in our Terms of Service. Please note that depending on the institution you used to make your payment, it may take from two to five business days for the refund transaction to appear.If at any time you would like to reinstate your membership, just log into [redacted] with your email address and password, and you will be given the option to update your information and renew. If you have any difficulty, please reply to this email, and we will be glad to process your renewal manually. We are constantly updating the site with new program information, new tips, and great features.If you have any questions, please feel free to email us at [redacted].Regards,LisaCustomer Service[redacted] Online

I submitted a ticket to tech to see if there was a may to block this email address . We also changed all login information. We are trying to see if we can obtain IP address as well. If customer continues to get emails, he should forward to [redacted] or [redacted] . At this time nothing indictates they are registered for emails.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I did not authorize the additional charges on my credit card. Yes, I cancelled my account when I found that since January 2015, I have been charged a monthly fee of $49, which I did not authorize. I called the establishment and they told me there's nothing they can do and instead tried to broker a deal that would involve less money per month, which I declined. When I asked to speak with a supervisor, I was told that the supervisors had left for the day (at 2:33pm EST).  
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I have issued a refund of 52.00 to this customer on May *, 2015.  Please allow 3-5 business days for this payment to post back to your credit card.

I have confirmed that as of today's date the email address mentioned was removed from Groups email community notifications as well as this email newsletters What to Expect Daily . It appears that this email address was registered for the What to Expect Mobile App. If customer receives any more...

emails, they should email [redacted] or [redacted] and forward email they received. We have removed this account from our database, but that will not prevent someone from registering with that email address again. If customer has mobile app installed on their phone they should not login as this will prompt emails. They should uninstall mobile app.

This customer registered on 1/**/2015 for a quarterly subscription under the following terms.
*Jillian Michaels’ online program is just $5 a week, billed in advance quarterly ($65 at the beginning of each 13 week subscription period). You will be charged when you subscribe and at the beginning of...

each following quarter. The charge will be applied to the same account you provide at sign-up. Your standard membership will continue uninterrupted and will automatically renew each quarter for $65 or the then-current fee if the fee changes. You may also cancel renewal of your standard membership at any time prior to the beginning of a new subscription period and you will continue to have access to your account for the remainder of your current term. Please see our Terms of Use if you have any questions or wish to cancel.  I have read and agree to the Terms of Use and Billing Policy above.
We sent the following email in February that the billing terms were changing from $65.00 per quarter to $49.00 per month.
Important change to Jillian Michaels online billing terms We strive to provide our valued customers with a deep digital experience that keeps your busy lifestyle and health goals in mind. Now, our popular iOS and Android apps are fully integrated with the online program you currently enjoy. This enhancement allows you full access to all of the Jillian Michaels features you love — 24 hours a day, 7 days a week, wherever you go. As a result of these new features, beginning on March **, 2015, your membership fees for the Jillian Michaels online program will be increased to $49 per month, billed in advance at the beginning of each monthly membership term. If you're happy with your online membership, do nothing and your membership will continue at the new rate. You may cancel renewal of your standard membership at any time prior to the beginning of each monthly membership period and you will continue to have access to your account for the remainder of your current term. If you have any questions or wish to cancel, simply call us at ###-###-####, Monday through Friday, 9 a.m. to 6 p.m. Eastern Time. Please keep in mind that your membership will be automatically renewed unless you contact us. Please keep this email for your records. Continue to enjoy all of the benefits you love: A day-by-day program based on your body type, lifestyle, and goals12 interactive online tools to help you stay on track24/7 access to the Jillian Michaels communityRegular challenges and contests to keep you motivated and focusediPhone and Android apps that offer one-on-one training wherever you goReal solutions for weight loss — with Jillian cheering you on every step of the way
These charges have been on the consumers credit card with the customer service phone number. The consumer did not contact us to cancel until 11/**/2015 . At that time we turned off the billing. I have made an exception and issued a refund of $197.00 which is the difference between the quarterly billing and monthly billing .

Thank you for your inquiry . It appears this consumer may have us mixed up with another company. This customer registered for The Mayo Clinic Diet online in which we support and provide service. The were charged $65.00  US funds for a 13 week program and they cancelled on 9/*/2016.

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 and the matter has been resolved.
Sincerely,
[redacted]