True Life Reviews (40)
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Description: RELIGIOUS ORGANIZATIONS
Address: 103B Hexam drive, Lynchburg, Virginia, United States, 24501
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They require you to talk to a customer service person to cancel before your subscription automatically renews - but they never answer their phone, and they never call me back like they say they will on their recording. I called them twice and emailed them three or four times and NEVER received any response from a human being, only a canned "we've received your email" one. Then, sure enough, they take $295.00 out of my account the day before the renewal date. I am livid, and will report them to the BBB, and on social media as much as I possibly can.
I watched a video promotion emailed to me under because of a participation incentive and because the church I serve in is always open to different resources. In this video was a money-back guarantee if the church changes its mind within, I believe, 30 days. I usually would need to run large purchases before my board, but in this instance, the guarantee even stated that if the reason that the church wishes to cancel is because the leadership team is not in favor of the service, they will give a full refund.
I signed up for the service on January 16, 2020 and I showed it to my leadership the following Sunday, January 19. Overall they weren't against the program but they felt the church as a whole is still recovering from a traumatic situation which drastically hurt the church's finances. They agreed to look at it again in a year, but for now we would rather get our money back as promised.
I have email proof of when I called and when I submitted an email request over the past month, and after over half a dozen attempts to reach out through various methods, I finally Googled to see if the company is a scam. It appears that filing a complaint with the Revdex.com is the only way to get results from this company. It's a shame but I'm pretty desperate and frustrated at this point.
We have recently been made aware of an issue that hindered our ability to provide the quality of customer service to which we aspire. Just as all email providers have a “junk” folder or a “spam” folder that emails will sometimes get relegated to, our new voice mail system has a similar feature. During our switch over from one system to another, we realized that for reasons unknown to us, a large quantity of phone messages got dropped into a “filtered” folder; something which nobody at TrueLife.org was aware. It appears that numerous calls from the customer ended up in that folder and we do apologize for the lack of response. We contacted the customer procured the form the customer needed to fill out to get the refund, have refunded him 399.00 and hope that this resolves the customer’s issue.
I have reviewed the response made by the business in reference to complaint ID, 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
I signed up for this service a few years ago we received the cards as promised but after a year we did not receive feedback we had hoped so I decided to cancel the service. The customer service rep I spoke to a the beginning of 2019 negotiated the price down from $399 to $199 for the year. I agreed to that and was charged accordingly. Fast forward to this year and we have decided to cancel our subscription but have not been able to get a hold of any respresentive of the company. I have left voicemails daily and sent numerous emails and now they have charged my card for the full price $399. I want my money back!
The customer is half right. It is indeed true that the price last year was 199.00 but it was not because it was negotiated down. That is the standard pricing of the "license only" agreement for a membership with TrueLIfe.org that doesn’t require the printing of new cards. That being said, it was explained at the time that the following year it would return to the normal pricing if no call was made prior to the next billing date. Our Terms of Service agreement stipulates that in order for a pastor to cancel the account, it must be cancelled by calling in and talking to a representative *priorto the billing date. This did not happen. The customer was charged on the 9th of January and the first contact we have in our system is January 24, 2020. As the account was not cancelled prior to the billing date, and as there was a reminder email sent prior to the charge taking place, and as the automatic nature of the renewal is on each church dashboard, and each receipt, we unfortunately cannot refund the customer's funds. The account has, however been set to expire at the end of this billing cycle and will not renew.
I have reviewed the response offer made by the business in reference to complaint ID, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[I have never been more disappointed to do business with a self-proclaimed Christian organization that is willing to take the money from churches without providing any customer service without any opportunity for grace or even the common courtesy to return a phone call. The business states that the first point of contact by me was January 24 what they do not share is the number of repeated attempts to speak with an actual person to get the matter resolved. This is highway robbery at its finest and a disgrace to the faith they proclaim to promote. I would be willing to accept a refund for 1/2 the price for this year which was what I explained to the rep last year. .]
Regards
While we still maintain that the agreement that the customer agreed to was in no way obscured, nor any attempt made to hide the details of the agreement, we have recently been made aware of an issue that hindered our ability to provide the quality of customer service to which we aspire. Just as all email providers have a “junk” folder or a “spam” folder that emails will sometimes get relegated to, our new voice mail system has a similar feature. During our switch over from one system to another, we realized that for reasons unknown to us, a large quantity of phone messages got dropped into a “filtered” folder; something which nobody at TrueLife.org was aware. It appears that numerous calls from the customer ended up in that folder and we do apologize for the lack of response. We have refunded 199.00 to the card on file and closed out the account. We do hope that this settles the issue.
I have reviewed the response made by the business in reference to complaint ID, 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
The TureLife.org folks set up a reoccurring charge through our ***. They send out an email in advance of the charge to allow you to decline. We did not sign up for this type of reoccurring billing. The email they sent did not make it to us and they charged our ***. When I realized that they charged us another $899.00, when we did not want the service, I called and tried to get a refund. They would not refund the amount. I disputed the charge with *** and they removed the charge. Then Jesse from TureLife.org called me and begged me not to let the refund through *** remain on the card, as that would harm his ability to do business and upset his board. Somehow Jesse or someone else got *** to recharge the $899.00 to our card. I am really disturbed that this organization treating churches and people in this manner. I never received the promised return call and they still took the money. I have blocked them from charging our *** again.
I never received a refund or return call. The only thing that this company has done is get money we did not want to pay. We should have received a refund according to their Above and Beyond Guarantees presented on their sales page.
The facts presented by the customer are simply incorrect. In order to sign up with TrueLife.org, there is an agreement box that states the nature of the recurring annual billing, and requires that the customer input his/her initials into that box *in orderto sign up. The statement reads: “By submitting payment I agree with the Privacy Policy and Terms of Use and I understand that my annual membership begins on 06/08/2018 and renews on 06/08 every year unless I call and cancel TrueLife.org prior to my annual renewal date.” Then there is an initial box, which in this case, contains the initials of the pastor “.” The reason that *** recharged the card is because we provided them with proof that the customer did in fact “initial” an agreement which falls within appropriate legal standards for electronic signatures, we did send out a reminder email that it was about to renew, the annual renewal is on the bottom of their initial receipt, and is also stated on their church dashboard. Attached to this reply are the initials of the pastor on the initial agreement, and all the places where the nature of the recurring billing is stated.In addition, we do provide Above and Beyond Guarantees. However, none of the conditions apply to this customer. “If there is EVER a TrueLife.org video or article the church disagrees with you get a full refund.” – To our knowledge the customer is not claiming there is a video or article that the church disagrees with. “If the church leadership says no after watching the introduction video and before we design your invitation cards and print them you get a full refund” – The customer has had cards printed, and this does not apply to renewals only initial enrollments. “You have 30 days with the cards to follow the ‘ingredient’ steps. If you are unhappy with the result we will give you a full refund” – The church is clearly outside the 30 days as it has come up on the annual renewal.
I have reviewed the response offer made by the business in reference to complaint ID, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards
I have reviewed the response offer made by the business in reference to complaint ID, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Sorry for the delay. I did not see that I was to respond to this email. I rejected the response because the owner, Jesse, called me and asked that I remove a *** card refund request. In calling he promised to provide some services to compensate for the errors. He wanted the *** card refund to be reversed because it did something detrimental to his business and the board would be upset. The original reason for the complaint was that he automatically renews by a email notification. My email was compromised and ineffective. I did not know about the charge until it showed up on my *** card statement. Which is past his allowable time frame to get a refund or not be charged at all. I noticed other complaints of the same nature. His service is ineffective and is nothing more than a business card printing service. He charged me for a whole year $899 for nothing! He did not fulfill the stated things he promised in a phone call. He got *** to reverse their decision to refund my account. This is pure fraud and manipulation. He sets you up with a very limited window of opportunity to evaluate his service and sign up for another year. I am out $899. I have made arrangements with *** to block his further charges to my *** card. Something is not right about his business practices. He uses phrases like “full refund” but limits it to video compatibility or some sort of nonessential item. Below is his fine print…Automatic Re-Enrollment (Yearly)-After your initial enrollment, your account will be charged for the same enrollment fee on the same date each year thereafter. You are entitled to the same amount of cards and card designs every year you are re-enrolled. We will notify you before your re-enrollment date by sending an email to the email address provided to us upon enrollment although we cannot guarantee the delivery. The Senior Pastor is welcome to cancel on any business day before the specified re-enrollment date by speaking with an authorized account representative. You cannot cancel your account via email, by leaving a voicemail or speaking to a receptionist.His actual follow up was only when I got *** to refund my payment to him. Which he reversed, not sure how. I think he is very good at getting your money but very poor at handling complaints. In the church world, this is very unusual practices, especially for the amounts of $899. I know that there are legal details that he relies on but his presentation is far from the reality of his business. Thank you for helping
The customer is simply incorrect. The church 100% did sign a recurring billing agreement when the church singed up. It was not obscured, it was laid out in plain English and required a digital signature via the placement of initials agreeing to the nature of the billing. This was provided to the card issuing company, and it was based on this agreement that the charges were reversed. I have provided a digital copy of this screenshot captured at the time of enrollment. There is not a hint of fraud or manipulation to it as what took place was exactly what was outlined and the customer agreed to upon enrolling. In addition the terms of service that the customer sites and provides, itself proves that the customer didn’t follow that procedure to cancel.
I have reviewed the response offer made by the business in reference to complaint ID, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I've had these folks charge me eben though I walked through a a Revdex.com dispute with them. Now they are trying to charge me again for a service I do not want. These folks are unethical and unwilling to relinquish their access to my discover card account. I have called discover and begun a dispute of charge after having exstensive complaint communications with them through the Revdex.com and discover card.Stop charging my discover card for service I cancelled a year ago.
I spoke with *** this morning before we even saw this complaint to apologize to him. We don't normally have to work with email addresses that are no longer functioning. His account should have been canceled last year and we thought it was. We are in the process of refunding the money. We truly wish him the best and I have apologized to him profusely. Again ***, we are very sorry this happened to you and look forward to having the situation resolved very soon.
I have reviewed the response made by the business in reference to complaint ID, 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
We tried to contact the company by phone and email multiple times before our annual charge came out. We could not reach anyone. The annual charge still came out without our permission for $329.00 and no one is returning our phone calls or emails to cancel our membership. I filed a dispute with my bank for the transaction but it has not been resolved.
The customer claims to have contacted us multiple times prior to the renewal date. While I can find one instance of such attempt it was on Dec 31, New years eve, and the original charge was attempted to be processed on January 1, which failed then processed three days later. Most of our employees were not working at the time. The customer says that they have contacted their bank, and have not gotten a refund, but attached is a charge back that we received from *** showing that this has indeed been returned to the customer. As such there is no action for us to take other than cancelling the account which has been accomplished. If we were to refund the customer, the customer would get a refund twice. Therefore, this matter should be considered resolved.
I have reviewed the response made by the business in reference to complaint ID, 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
I recently signed up for TrueLife.org after watching the initial video. As I preceded in the days to follow, I found the website to be difficult to handle and that I was not receiving any help from reaching out to TrueLife.org numerous times. At first, I just wanted to verify how many DVDs we would receive and work through the issues with the card design. That turned into frustration as no one ever contacted me. But being around the holidays, I gave it some time. Still no word after multiple attempts to contact them.
I then decided that I wanted to cancel my account and for the past two weeks after multiple emails through their online system and voicemails through their phone numbers provided, I still get no response. I saw online that several other people have experienced the same issues and I do not want my church to be charged more than once. I signed up for TrueLife.org on December 5th, 2019 and tried to cancel well within 30 days to no avail on their end. I want to cancel my contract and I want a refund due to them not upholding their part of the contract and to the lack of customer service. I definitely want them to cancel the card that they have on file because I do not want to deal with their automatic renewal. As you can see, I am well ahead of the end date of this contract.
This customer has been fully refunded and the account has been cancelled. As a note of reference, we can personally find only three calls in our system from this customer. There was one on January 2nd, and two on January 8th. Be that as it may, yes, it was the holidays, and we have a small staff. In addition, we have been migrating from one customer service database to another, and the email address that Pastor *** emailed us from is not the email address we have on file for him, so it took a bit of time to locate his church in our system.
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. TrueLife.org did fully refund our expenses and it has posted to our credit card to which the original payment was made. We consider this complaint fully resolved. I did speak to Jesse Conners in regards to our situation and informed him that I was not upset with him as he had been very pleasant to deal with. My issues came on the back end with their customer service not being able to appropriately handle customer issues and follow up in a timely manner. Regardless of how my contact information was skewed or not, the matter is complete.
Regards
They tried, multiple times, over the summer, to bill. I told them to please cancel. I tried to cancel by phone, multiple times, prior to billing.
They refuse to answer multiple calls & e-mails so you can cancel, but they will sure bill for a service that is impossible to cancel because they ignore you.
Do not give them a credit card. It is never ending!
After speaking with Pastor *** today, we discovered that in June and July, he was contacted about a failed payment that was in error. There is another church by the same name in our system, and somehow the emails got crossed, so when our representative looked up the other church, the email for Pastor *** church was the one she saw. The system itself never attempted to charge Pastor *** Church. At that time Pastor *** asked that the account be cancelled, and at that time it was set to cancel. Unfortunately, the duplicate issue somehow still affected his account, and Pastor *** was charged again. As soon as the error was noticed, we began to set the wheels in motion to correct the charge. We had every reason to believe the account would cancel and not renew upon the renewal date. In addition to our Director of Pastor Relations talking with Pastor *** today and satisfying his requests, our Founder called and texted last night with no response. At any rate, the charges have been refunded, and both the receipt for the refund and the proof that the account is cancelled have been sent as well. This has all taken place within 48 hours and we are sorry for the inconvenience caused to Pastor *** and we wish him the very best in his ministry.
Aside from the claim of the owner calling & texting, this matter has been resolved quickly & we are pleased that this issue has been resolved.I have reviewed the response made by the business in reference to complaint ID, 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
Jesse Conners contacted me by phone and explained his program. I was told that I could cancel anytime if our church leaders did not wish to go with the program. They did not. I have now been trying to contact True Life in order to cancel my subscription and am unable to get in touch with anyone. I have called two different numbers provided only to get voicemail messages. I have left two messages and no one has contacted me. I have also tried the text feature on their website and was able to briefly text with Jesse and he told me someone would be contacting me, however, no one has contacted me. I have tried to reach him over the text feature again and I get no response. When I signed up it was done over the phone and I did not agree to any terms or timelines. Again, I was promised that I could cancel anytime. I am not looking to be refunded any money that was paid up to this point. I am only wanting to have my subscription canceled without being charged from this point forward.
Of course the customer can cancel a monthly paid account so long as no cards have been ordered. This is stated in our terms of use. The requested outcome that the customer has requested has been met. His account has been cancelled, and he will not be billed in the future. Therefore, as far as TrueLife.org is concerned, the account is now settled. Again, the account has been cancelled and there will be no further charges.
I have reviewed the response made by the business in reference to complaint ID, 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
I was contacted by Jesse Conners who said he was starting Truelife.org to promote the gospel and churches. And offered to put our church in his marketing program, said they would print business cards, and send video to hand out. It would cost $329.00. for the cards and the videos. And it would renew in a year. I told Him then, we were a small church and probably would not be able to afford it, but He was persistent, telling me that if I would refer other Pastors it would really help him, and I could benefit in getting ours free in the future. I told him then we would only be able to do this for one year, because, I would probably have to pay this myself. I then also gave him a list of all the Bapt. churches in our county of which Truelife.org is doing business now.
He told me then (Feb 2018) it would be no problem, when it comes time to renew just tell them to cancel.
Well, when they did contact me, I told them we did not want to continue.
Later I get a call on my cell from Jesse saying it was after the contract renew date, and that we owed another year $329, I told him we had canceled months earlier, He said he would check with the Board but didn't think they would let it go. I reminded him then what we agreed to, And that I never got a copy of the contract. or a bill or a notice. All I had received was a phone call a few months back from one of their representatives only on the church phone (which I'm in and out of the office) and I told him then we did not want to continue.
He called me back the next day and told me the Board decided it was too late and we owed another year.
I asked Jesse then for a mailed copy of my contract and a bill, of which I have received Nothing From Truelife.org
It was amazing to me Truelife.org rep never called me once on my cell phone to ask me about renewal or payment.
I told Jesse he needed to get this straightened out.
Now I get a notice I owe $658.00 from a Accounts Receivable ***
So the complaint is I am being charged twice as much as the contract amount for a year after I had already cancelled the service. When you call Truelife.org to discuss issues you NEVER get a live person, you always have to leave a message, I have left many. I was told you can only cancel this contract with Truelife.org by speaking with their Representative but you can never reach a representative. You have to leave a number and they may or may not call you back.
We've had a donor cover his expenses. We will have this bill pulled from the collection agency.
I have reviewed the response made by the business in reference to complaint ID, 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
In 2016 our previous pastor signed our church up with a subscription to truelife.org at $396.75/year. He left the employ of the church shortly after signing up. A year later the church received a collections notice for $600 which was $203.25 higher than what we were to pay. An assistant pastor here contacted truelife.org and was on the phone for almost 30 minutes trying to get it resolved. Truelife.org finally agreed to drop the bill to $400 only if placed on a credit card. Truelife.org agreed to send a copy of the signed contract to the church and gave the information for the church to cancel. The church has never received a copy of the contract from truelife.org, and never received any more bills since cancelled. Now, we receive a letter from a collection agency collecting on behalf of truelife and they are demanding $1,587.00 in 10 days. Two of us here have called truelife continually at two different numbers trying to discuss this bill, but all we get is a voicemail for any department of truelife we call, and no one ever calls us back. We're baffled that if we cancelled, why are we being sent to collections? Furthermore, even if we did owe for the last 2 years at $400/year, that would never add up to $1,587.00. And, it's frustrating that no one seems to actually be working at truelife.org to answer any phones or return our calls. All in all their practices are not customer-oriented or professional, and in fact have caused us to wonder if they are even in still in business.
I am thankful to report that this issue has been resolved. The previous pastor of *** did enroll again for TrueLife.org at his next church because of the success he had motivating his previous church (***) to invite and evangelize. Unfortunately, the confusion came after an email address directly associated with *** was used to sign up his new church. Our accounting team had confused the account as a result thinking that *** was still active. We have contacted our collection agency and all collection fees, late fees and enrollment fees have been removed. We apologize for the confusion and look forward to working with *** again in the future!
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution would be satisfactory to me. Per the phone conversation I have had with ***, I will wait for the TrueLife.org to send *** the agreed upon physical letter absolving us of the erroneous charges so that we have it for our files, and if it does, will consider this complaint resolved.
Regards
I entered into an agreement on May 01, 2017 for subscription based information. At the end of the year, May 2018, I let the subscription lapse. I had contacted via email to a notice that my subscription was ending. I am unable to locate that email. However, according to the "Terms of Use" on True Life's web site, "To Keep Your Subscription Active (For Church Use)-Any payment method must be updated by the month that it is to expire in order to maintain a current subscription. Payment information not updated will result in suspension of subscription until current payment information is received." True Life has now turned my account over to collections for four times the amount of the annual subscription (subscription rate $399.00/yr, collection agency $1,596.00)
In the following days after submitting this Revdex.com complaint Pastor *** conceeded that he owed us money based on his signed agreement with True Life International. We did work with our collection company to reduce the late payments significantly. We are very happy to still partner with Pastor *** to encourage evangelism and invitation in the church.
In discussion this service with Jesse Connors when beginning this business relationship I made him very aware that I did not want to use these service. I made sure I contacted truelife and requested through customer service that was not an ongoing service. yet, they continue to bill my credit card yearly. All Protocol per their website has been followed to end this contract.
Pastor *** did inform us that he did not want to renew. His request for cancellation was delegated to other staff members before our customer service portal change. We believe that this charge may resulted because of the data loss we experienced during that time. He has been refunded and we apologize for the confusion.
They promised a money back guarantee on their membership. I requested the refund as our leadership team did not want to move forward with it. They made me and the other church leaders sign a form that we wanted the refund. Submitted the material and now nobody will respond to me.
Unfortunately, TrueLife.org was in the process of changing customer service platforms during the time of this customer’s request. During July and August of 2019 we did experience unexpected data loss and phone system problems only related to customer service entities. As a result, the internal communication related to this request was interrupted and not delivered to our accounting team. We have reviewed the account and do apologize for the delay with the refund. The refund has been processed to their account. Our customer service system is improved and fully functional as a result of our update. We are still recovering from information loss and calling all our churches that we believe were effected. The overwhelming majority of our 2500 pastors recommend TrueLife.org because we Eliminate apathy and increase Evangelism and invitation with only five minutes of training and it continues each week. Please visit TrueLifeTool.com to see a two minute summation of how we help churches be more obedient to the Great Commission.
I have reviewed the response made by the business in reference to complaint ID, 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
The company said I could cancel with them within one year. I tried to cancel service 3 days before auto renew, but could not find anywhere on website to do so. So I emailed and called their 800 number multiple times and kept getting an answering system that said they were busy and to leave a message. I left 4 messages and an email and no response. Once they processed the payment on my debit card a woman by the name of *** called and said I did not respond in time. After giving her all the dates I Called she said she saw the message and would process a refund. She said she would call back to confirm on next but did not. She gave me a new 800 number to call *** and it goes straight to voicemail also no one answers. I want my $399.00 returnd to my account.
Unfortunately, TrueLife.org was in the process of changing customer service platforms during the time of this customer’s request. During July and August of 2019 we did experience unexpected data loss and phone system problems only related to customer service entities. As a result, the internal communication related to this request was interrupted and not delivered to our accounting team. We have reviewed the account and do apologize for the delay with the refund. The refund has been processed to their account. Our customer service system is improved and fully functional as a result of our update. We are still recovering from information loss and calling all our churches that we believe were effected. The overwhelming majority of our 2500 pastors recommend TrueLife.org because we Eliminate apathy and increase Evangelism and invitation with only five minutes of training and it continues each week. Please visit TrueLifeTool.com to see a two minute summation of how we help churches be more obedient to the Great Commission.
This transaction was done over the phone to ***, and processed through his computer on his IP address. The terms were not clearly described, nor did I agree to a one year contract. This is gross misrepresentation and fraud. They also refused to give me a refund. They also would not ship my promised invite cards and dvd’s. The “free” vacation for pastors also turned out to be a scam.
Hi brother,The check is going to be there in a week. It is being sent from our bank. ***Thank you for your cooperation in removing the Revdex.com complaint.Because of
I have reviewed the response made by the business in reference to complaint ID and find that this resolution would be satisfactory to me. I have received the refund.
Regards
I signed up with True Life last year in February with an annual agreement. Their agreement state and I agreed to with my initials for an automatic renewal. On the 28th of February this year they took $329.00 from my account for the annual renewal. I contacted them that day and told them I did not want to renew my contract and I would like to cancel. They did not call me back and only sent me two emails. I called several time wanting to talk to someone. I don't know if they canceled my contract or not. I understand if I am to keep my agreement for this year, however, I signed up last year on the 28th and the agreement would be for one year. I called and cancelled on February 28th of this year.
Even if they made me continue with the contract this year, I still don't know if they cancelled my contract for next year or anything on which I could expect when it comes to their services. They will not call me, they said they did, but I went through my missed call log and it did not show that they called me. I have attached a copy of our email correspondences, if you need my phone log I can sent that as well.
Monthly Cancellation
Inbox x
*** <***>
Fri, Mar 1, 2:49 PM (12 days ago)
to me
Pastor ***,
Thanks for reaching out to us. We received your voicemails about your account. I am sorry I was unable to call you back before the end of today. However, I have reviewed your request and I will forward it to our Director of Pastor Relations who handles all special requests. I also wanted to remind you of the terms and services every church agrees to when they sign up with us. I have listed them below.
When you signed up with TrueLife.org, the terms of service stipulate that a membership with TrueLife.org is an annual agreement. Also, the agreement which is on the bottom of the signup page states, "By submitting payment, I agree with the Privacy Policy and Terms of Use and I understand that my annual membership begins on 2/28/2018, and will automatically renew on 2/28/2019 unless I call and cancel TrueLife.org prior to my annual renewal date." Then there is a box that you have to initial in which the initials " OME" were entered. Additionally we always send out a subscription will renew email 7 days before your renewal. This was sent on 2/21/2019 to ***
I have also provided the initial invoice from your enrollment and the PDF with your initials that we keep on file. Both of these state that your account is automatically renewing and must be cancelled PRIOR to your renewal date.
However, I can forward your request to our Director of Pastor Relations and our financial team for review. Thanks and have a blessed weekend.
2 Attachments
*** <***>
Fri, Mar 1, 3:13 PM (12 days ago)
to me
Pastor,
I'm so sorry in the email I just send the initials were incorrect in the statement, "Then there is a box that you have to initial in which the initials " OME" were entered." This should read, " Then there is a box that you have to initial in which the initials "GW" were entered." As in the PDF I attached for you.
*** <***>
Sat, Mar 9, 8:33 AM (4 days ago)
to ***
all I want to do is talk to someone, one the phone, about my service and how to cancel it.
Please respond
*** <***>
Mon, Mar 11, 6:07 PM (2 days ago)
to ***
Could you respond to my emails?
Spoke with Rev. *** and explained the contract. Tried to reach out to him several time since to make sure this is resolved. He is clear on where his contract stands for the balance of the subscription year. We have cancelled his renewal for 2020.
I have reviewed the response offer made by the business in reference to complaint ID, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I am clear on the contract, however they have not been very responsive and they did not attempt to contact me via phone as they said, also they said they had me email address wrong. They are not responding now and they have not followed up with me, as they said they would. Also, their product does not work as they marketed.
Regards
The desired settlement on the initial complaint was and I quote, "To have an understanding of my contract agreement for this year and 2020." Pastor *** has stated himself, that he is clear on the status of the contract agreement. He has been cancelled for 2020, and will not renew. When I spoke with him in March, I did tell him that in my initial email to him I had copied his email address wrong, and did not realize that it had come back to me as undeliverable. I apologized on the phone for my error, and explained the terms and conditions to him. We send out an email prior to renewal, he agreed at the time of enrolling, that in order to cancel the account you have to call in and cancel it before it renews. I told him that we would cancel him for the upcoming year. After a week or so had passed afterward, I sent an email on April 3rd at 2:26 pm eastern time, reviewing our conversation and to make sure that his expected resolution "to have an understanding" of his contract agreement for this year and 2020, was satisfactorily resolved. I have heard nothing more from him since that time. I also see no further calls in our call logs after my conversation with him on the phone in March. The expected resolution that was stated in the original complaint has been met, and he has acknowledged such in his reply to you the Revdex.com.
In the sales portion, our Church was promised a two week delivery of 600 DVD's. Not only have they never been delivered, but no one can tell us why not.
An email was sent to the Reverend requesting the delivery address and we did not receive a response. We did overnight 1000 DVD's on 10/3, he received them on 10/4. I spoke with the Reverend and he is satisfied and happy.
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution would be satisfactory to me. This has been resolved, received the DVD's.Regards
I have reviewed the response offer 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.
In the latest True Life response I see for the first time that one can cancel after the renewal date, after three weeks. I didn't know that nor was I told. I don't know what magic words that were needed to cancel, but if the conversations were recorded as they say they were, then I would ask them to just make them public to the Better Business folks and let them see the exact words. However if True Life's version of recording is just writing down the part of the conversation that they deemed important, then they really don't have a recording. There were two phone calls speaking to the issue of not being able to utilize all of the program that True Life insisted that could be. And yes I'm positive on the program, it is a great program for a church that can utilize all of the bells and whistles, but we could not, and this was made known to True Life numerous times. The True Life program is great, the problem I have is the way that they interrupt one saying "no." I also went on the Webinar, and was speaking to an operator, when we got cut off. During this conversation I was again speaking to the fact that we would not be able to continue as we could not utilize the videos that they would send by e-mail. Without being able to show the videos in church, basically you are only getting a third of the program. I guess in this case we thought that this was a ministry and so we trusted them with our credit card information, only to find out that they are indeed a business. I think the best way forward is that if True Life has all of these conversations recorded in their entire content, lets get this out there, where all can see. True Life did not deliver on their promise that our church could utilize the entire program, but we went ahead and paid for that first year. I though I had communicated to them that we did not want to continue, because we could not show the videos. I told them before the "magic" renewal date, which again was not identified as being from True Life, but was a generic title "Your renewal date." I don't know of many people who answer generic titles, I don't. In all of my years of ministry I have never had any business with this kind of mentally , whereas if you don't say the proper terms, Like "May I" then you have to sign up for another year. We are a small church, with a small budget, we tried True Life, we paid True Life, we told them we want out and now we are being strong armed into paying for another year.
Regards,
[redacted]
Here is our rebuttal:As previously stated, every TrueLife.org subscription works on an automatic renewal. This account holder claims to have spoken with someone at our company prior to the renewal date to discuss not renewing, but there is no record of this taking place. All cancellations are recorded. There are other communications documented for this account. In fact, it is all positive. Our customer service team received compliments about the card design and received answers to his questions about the monthly videos. Also, our records indicate that the account holder ordered the first set of 1,000 cards on 3/10/15 and an additional order of 1,000 cards was placed on 9/21/2015. We have confirmation that 2,000 cards were sent to the account holder and record of the subscription being $299.Regarding the email notification for this customer, a reminder email was sent successfully to the email address. The account holder claims that the email was sent by an unidentified email account, but that email is only sent by [redacted], and the subject heading was "Your Upcoming Subscription Renewal." In addition to the renewal email, the auto-renewal is explained on the website while the subscription is being selected, in this case it is called a "Yearly Plan" on the website. Also, this plans requirements are stated in the Terms of Use which must be agreed upon at the initial enrollment, and the commitment is clearly addressed in the welcome email and the receipt with an explanation on how to cancel. We also provide a three week money back guarantee and ability to cancel there subscription during the first three weeks of enrollment.Unfortunately, because the account was not canceled prior to the renewal date, it renewed. If the subscriber does not fully use or desire to continue with the subscription, cancellation must happen prior to the renewal date. Again, in this case, we have no record of that cancellation request.
Review: True Life company would communicate always under the title "True Life" when ever they sent out e-mails however when they sent the notice that an automatic renewal would take place, it was under "info." It has always been a practice of mine not to open generic titles. That e-mail was not in any way titled or flagged out as being from True Life. I called them when I got a e-mail titled "True Life" confirming your renewal. I called them that the church did not want to renew this service as the church could not utilize the services that True Life said we could in the beginning. The reason for cancelling was that the church was not benefitting from the promises made by True Life.Desired Settlement: The church would like to cancel the services of True Life as the church could not utilize the product as advertised. The church would like the billing made for the un-authorized renewal be refunded.
Business
Response:
[redacted]), Pastor [redacted], initially enrolled on February 26, 2015 for $399. The account automatically renews each year on the same day unless the subscriber cancels the service. Per our Terms of Service that was agreed upon at the creation of the subscription, subscribers are welcome to cancel their account with us at any time prior to their next scheduled billing date to avoid future payments. This is a simple process that involves calling our office at [redacted] and speaking with one of our account managers over the phone. If a subscriber does not cancel before their next scheduled billing date, as they were told and agreed to, their subscription will automatically renew and their account will be charged accordingly.A church is notified of the automatic renewal in three ways:1. The TrueLife.org/Join page says it is a yearly or monthly commitment and the potential client is also verbally reminded before they sign up. Some forget this conversation but it is our protocol and many of these conversations are recorded. 2. When a church enrolls, they must agree to our terms of service in order to sign up with us. This is done by clicking a check-box that says, "I agree to the terms of service." They agree to an automatic renewal.3. After enrolling with us, our system sends the subscriber an email containing their original receipt. Mentioned in that email is a reminder that the account will renew in one year if the account is not canceled. There are also instructions on how to cancel.4. Our payment processing system sent a reminder email to the email address, [redacted] on February 19, 2016 at 10:21 AM EST, which served as a courtesy reminder of the upcoming renewal charge. This email also provided instructions on how they could cancel their account, should they so desire.The account is billed at the beginning of the year, automatically, regardless of whether or not they have ordered more cards for the present year. A subscriber with TrueLife.org is entitled to a set amount of custom business sized invitation cards every 12 months, but the account is active whether or not they are ordered. The subscription cost is a license fee to distribute information about their church to the public with our True Life TradeMark. The cards are simply part of that package. It is up to the account holder to utilize the services they are paying for.We are sorry this church is upset, but we have gone above and beyond to notify them that their account will renew each year.
Consumer
Response:
I have reviewed the response offer 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 had talked with an operator prior to the renewal and talked about not signing up for another year because we at [redacted] could not utilize the entire package as advertised by True Life. Because we could not utilize the entire package as advertised we wanted out. The only notice as to the renewal came by way of an email that was not identified as being True Life. I did not look at this particular email because it was not identified as being with True Life. The church paid to the full price for a whole year even though we could not use the service, I verbally told, and then later emailed them the response. True Life really made a promise that we as a church would be able to utilize all of the package but we could not and this was made known to them on several occasions. True life has not honored their part of the deal from the beginning. The problems were not addressed in the first year and so there is no reason to continue. The renewal notice came as an unmarked email. They had a webinar, and on that webinar I talked with them again as having problems. I have called and talked with operators. So basically we are getting 500 business cards for $400. As a church we tried their product with all their promises and they did not deliver what they advertised. They deceived us by sending the renewal by way of an unmarked e-mail.
Regards,
Business
Response:
Here is our rebuttal:As previously stated, every TrueLife.org subscription works on an automatic renewal. This account holder claims to have spoken with someone at our company prior to the renewal date to discuss not renewing, but there is no record of this taking place. All cancellations are recorded. There are other communications documented for this account. In fact, it is all positive. Our customer service team received compliments about the card design and received answers to his questions about the monthly videos. Also, our records indicate that the account holder ordered the first set of 1,000 cards on 3/10/15 and an additional order of 1,000 cards was placed on 9/21/2015. We have confirmation that 2,000 cards were sent to the account holder and record of the subscription being $299.Regarding the email notification for this customer, a reminder email was sent successfully to the email address. The account holder claims that the email was sent by an unidentified email account, but that email is only sent by [redacted], and the subject heading was "Your Upcoming Subscription Renewal." In addition to the renewal email, the auto-renewal is explained on the website while the subscription is being selected, in this case it is called a "Yearly Plan" on the website. Also, this plans requirements are stated in the Terms of Use which must be agreed upon at the initial enrollment, and the commitment is clearly addressed in the welcome email and the receipt with an explanation on how to cancel. We also provide a three week money back guarantee and ability to cancel there subscription during the first three weeks of enrollment.Unfortunately, because the account was not canceled prior to the renewal date, it renewed. If the subscriber does not fully use or desire to continue with the subscription, cancellation must happen prior to the renewal date. Again, in this case, we have no record of that cancellation request.
Consumer
Response:
I have reviewed the response offer 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.
In the latest True Life response I see for the first time that one can cancel after the renewal date, after three weeks. I didn't know that nor was I told. I don't know what magic words that were needed to cancel, but if the conversations were recorded as they say they were, then I would ask them to just make them public to the Better Business folks and let them see the exact words. However if True Life's version of recording is just writing down the part of the conversation that they deemed important, then they really don't have a recording. There were two phone calls speaking to the issue of not being able to utilize all of the program that True Life insisted that could be. And yes I'm positive on the program, it is a great program for a church that can utilize all of the bells and whistles, but we could not, and this was made known to True Life numerous times. The True Life program is great, the problem I have is the way that they interrupt one saying "no." I also went on the Webinar, and was speaking to an operator, when we got cut off. During this conversation I was again speaking to the fact that we would not be able to continue as we could not utilize the videos that they would send by e-mail. Without being able to show the videos in church, basically you are only getting a third of the program. I guess in this case we thought that this was a ministry and so we trusted them with our credit card information, only to find out that they are indeed a business. I think the best way forward is that if True Life has all of these conversations recorded in their entire content, lets get this out there, where all can see. True Life did not deliver on their promise that our church could utilize the entire program, but we went ahead and paid for that first year. I though I had communicated to them that we did not want to continue, because we could not show the videos. I told them before the "magic" renewal date, which again was not identified as being from True Life, but was a generic title "Your renewal date." I don't know of many people who answer generic titles, I don't. In all of my years of ministry I have never had any business with this kind of mentally , whereas if you don't say the proper terms, Like "May I" then you have to sign up for another year. We are a small church, with a small budget, we tried True Life, we paid True Life, we told them we want out and now we are being strong armed into paying for another year.
Regards,