TSheets.com LLC

We are sorry that our former customer is unhappy about our refund policy and felt the need to file this complaint It is certainly never our intent to mislead any customers with respect to our billing policies and we make every effort to make it as clear as possible that amounts paid on account are nonrefundable [redacted] , the customer in question here, agreed to an annual subscription of our TSheets service For signing up for an annual subscription, [redacted] received a 20% discount, which is our standard annual subscription billing plan Even though they were only two months into their annual subscription, [redacted] decided to cancel their subscription, which a customer can do anytime The administrator of [redacted] 's account, [redacted] ***, asked for a refund Please find attached the following documents, which support our position that the customer is not owed a refund despite the fact that they have canceled their TSheets account: - Pricing Page Screen Capture - This is a screen shot of the pricing page on our web site The language at the bottom relative to annual subscriptions has been on our pricing page as long as we've offered an annual subscription offer, which includes the period of time in which the customer registered their first annual subscription It clearly states that payments for annual subscriptions are not refundable after days of payment [redacted] s most recent annual payment was made far beyond days ago - Order Review Screen Capture - This is a screen shot of part of the order review page (the dollar amounts are just sample amounts) that a customer would see prior to confirming their order, which then prompts the charge to the credit card that they entered on the screen that they see previous to this screen It quantifies the percentage discount that the customer reviews for paying for an annual subscription It is also the page on which they check the box stating that they agree to our service Terms and Conditions - System Log - This is the system log for [redacted] , the customer's account, from our product that captures all activity within the customer's TSheets account It shows that the customer, specifically [redacted] ***, agreed to our Terms and Conditions on 12/22/at 9:36am - TSheets Terms and Conditions - This is the version of our Terms and Conditions in affect at the time the customer accepted our Terms and Conditions It also clearly states that there are no refunds for unused months on an account The complaint also stated that we would not allow [redacted] to cancel their account nor would we allow him to change or remove his credit card from our billing system so that he would not be charged in the future Please note that these statements are that that the customers account has been cancelled and his credit card removed from our system No further charges will be made to his account In order to try and resolve this issue to both parties satisfaction, in good faith, we offered the customer half of the value of the annual subscription as a refund and he refused it We also offered to honor the remaining time on his annual subscription if he were to want to reactivate his TSheets account sometime in the future Based on the above, we believe the terms of our billing policy for annual payments is, and was at the time, clearly stated for the customer prior to them having to agree to our terms and paying for their annual subscription We do not believe this complaint is valid nor do we believe a refund should be made in this case Please do not hesitate to contact us if you should need any additional information

Mr*** - We sincerely apologize for the inconvenience that you experienced when you were attempting to cancel your TSheets service While we have no record of you contacting us before the charge was made to your credit card on September 10th, you did contact us on September 15th to
cancel your account, which was within the relevant time frame to request a refund The process was held up because we were waiting on verification from you that you were authorized to close the account (see email from our support team from September 19th) I processed a refund on your account today and you should be seeing a credit to your card If you don't see it within a couple days, you may want to contact your credit card company directly
We again, apologize for the inconvenience If we can be of service to you in the future, please let us know
~ TSheets

In my prior response, I meant to but failed to attach the copy of the terms and conditions in effect at the time that Mr*** *** first signed up for his TSheets service My apologies for that I have attached that to this response
As I mentioned in my initial response to his complaint, the terms and conditions to which Mr*** *** agreed at the time he activated his TSheets account in clearly states that amounts paid on account are non-refundableBecause of the language in the terms and conditions to which Mr*** *** agreed, in addition to the notices on the Pricing Page and the Order Review Screen on our web site, we stand by our claim that the amount paid by Mr*** *** for his annual subscription (again, which allowed him to get a 20% discount on his annual subscription), is non-refundable
Despite our firm position against the merits of this complaint, in order to continue to show good faith Mr*** ***, we would again offer a refund equal to half the amount he believes he is due

Complaint: ***
I am rejecting this response because:I completely understand that the refund (or, more correctly, "non-refund") policy that TSheets is defending is supposedly disclosed in "mice-type" in their terms and conditions (somewhere -- I haven't been able to find it), but I disagree that it is as obviously disclosed as they would have you believe I offer in evidence the same evidence they have used in their reply They refer to an early-April conversation where I first expressed both surprise and disappointment that they did not feel an obligation to refund an "annual" subscription that was being cancelled after only two months (charged automatically on February 1st) of use Surely both you and they understand that closing a fifteen-year-old business in April was contemplated much earlier than February! Had their policy been obvious, and hoping that you find me to be a reasonable person, I surely would have switched to monthly billing in February -- had their policy been obvious.Their excuse that others in the software industry commonly employ *** practices, so they will too, is not only disappointing, but sad Ultimately, the foremost issue in this dispute is the disappointment I feel that it turns out that TSheets is a company "just like all the rest" Their standards are therefore no higher than companies like ***, the providers of ***, the software package they interface with, and who are continuously hounded in the reviews as providing "the worst" customer service ever.I continue to request a return of the unused portion of my annual subscription Charge me full price for the two months I used it, and return the rest Although you've now had my money for six months, even that would be fairer than no refund at all In the meantime, I will continue to advocate for fair business practices, real customer service, and an end to amoral policies like those being defended by TSheets
Sincerely,
*** ***

Complaint: [redacted]I am rejecting this response because:
if the terms of service and sign up page in 2014 were the same as the current TOS you provided for 2016, then why is it not clearly stated on the page for 2014 that the yearly account must be canceled within 15 days. By providing this you clearly show the truth of my statement that this was not your policy in 2014.
 
The only reason that I signed up for a yearly account in 2014 was because I could cancel my account at any point. I was never disclosed nor agreed to your new policy for 2016, or whenever it took affect after I signed up for my account in 2014.
 
due to this I am requesting a full refund of all of our credits as the TOS that I agreed to in 2014 did not state that the account must be canceled within 15 days for a refund.
Sincerely,[redacted]

We are sorry that our former customer is unhappy about our refund policy and felt the need to file this complaint.  It is certainly never our intent to mislead any customers with respect to our billing policies and we make every effort to make it as clear as possible that amounts paid on...

account are nonrefundable.  [redacted], the customer in question here, agreed to an annual subscription of our TSheets service.  For signing up for an annual subscription, [redacted] received a 20% discount, which is our standard annual subscription billing plan.  Even though they were only two months into their annual subscription, [redacted] decided to cancel their subscription, which a customer can do anytime.  The administrator of [redacted]'s account, [redacted], asked for a refund.
Please find attached the following documents, which support our position that the customer is not owed a refund despite the fact that they have canceled their TSheets account:
1 - Pricing Page Screen Capture - This is a screen shot of the pricing page on our web site.  The language at the bottom relative to annual subscriptions has been on our pricing page as long as we've offered an annual subscription offer, which includes the period of time in which the customer registered their first annual subscription.  It clearly states that payments for annual subscriptions are not refundable after 15 days of payment.  [redacted]s most recent annual payment was made far beyond 15 days ago.
2 - Order Review Screen Capture - This is a screen shot of part of the order review page (the dollar amounts are just sample amounts) that a customer would see prior to confirming their order, which then prompts the charge to the credit card that they entered on the screen that they see previous to this screen.  It quantifies the percentage discount that the customer reviews for paying for an annual subscription.  It is also the page on which they check the box stating that they agree to our service Terms and Conditions.
3 - System Log - This is the system log for [redacted], the customer's account, from our product that captures all activity within the customer's TSheets account.  It shows that the customer, specifically [redacted], agreed to our Terms and Conditions on 12/22/14 at 9:36am.
4 - TSheets Terms and Conditions - This is the version of our Terms and Conditions in affect at the time the customer accepted our Terms and Conditions.  It also clearly states that there are no refunds for unused months on an account.
The complaint also stated that we would not allow [redacted] to cancel their account nor would we allow him to change or remove his credit card from our billing system so that he would not be charged in the future.  Please note that these statements are false that that the customers account has been cancelled and his credit card removed from our system.  No further charges will be made to his account. 
In order to try and resolve this issue to both parties satisfaction, in good faith, we offered the customer half of the value of the annual subscription as a refund and he refused it.  We also offered to honor the remaining time on his annual subscription if he were to want to reactivate his TSheets account sometime in the future.  
Based on the above, we believe the terms of our billing policy for annual payments is, and was at the time, clearly stated for the customer prior to them having to agree to our terms and paying for their annual subscription.  We do not believe this complaint is valid nor do we believe a refund should be made in this case.  Please do not hesitate to contact us if you should need any additional information.

We are sorry that Mr. [redacted] has had a bad experience with TSheets and would have loved an opportunity to speak to him about his employees’ challenges with the program.  Customer service is extremely important to us and we are confident we could have resolved their service issues.  We also...

understand that Mr. [redacted] is unhappy about our refund policy.  It is certainly never our intent to mislead any customers with respect to our billing policies and we make every effort to make it as clear as possible that amounts paid on account are nonrefundable.  In September of 2016, an employee of Mr. [redacted]’s business, Intelus Group, as an administrator on their TSheets account, agreed to an annual subscription of our TSheets service.  As an incentive to sign up for an annual subscription, Intelus received a 20% discount, which is our standard annual subscription billing plan.  Now four months into their annual subscription, Mr. [redacted] decided to discontinue their use of our TSheets service.
In the terms and conditions of our TSheet service, as well as on the pricing and billing checkout pages of our site, it clearly stated that payment on annual subscriptions are not refundable.  As a practice, however, we will refund an annual subscription payment within 15 days of payment.  Intelus and Mr. [redacted] did not, however, request a refund within that time period. 
Should Mr. [redacted] wish to remove his credit card from his TSheets, which would effectively cancel his service, we offered to honor the remaining balance of $274 on his annual subscription if he were to want to reactivate his TSheets account in the future.  
Based on the above, we believe the terms of our billing policy for annual payments is, and was at the time, clearly stated for the customer prior to them having to agree to our terms and paying for their annual subscription.  We do not believe this complaint is valid nor do we believe a refund should be made in this case.  Please do not hesitate to contact us if you should need any additional information.

We are sorry that Mr. [redacted] has had a bad experience with TSheets as customer service is extremely important to us.  We also understand that Mr. [redacted] is unhappy about our refund policy.  It is certainly never our intent to mislead any customers with respect to our billing policies and we...

make every effort to make it as clear as possible that customer are agreeing that amounts charge on their account are automatic. In addition, we email notices to the administrator on the account prior to any charge occurring. We also make it clear in numerous places on our web site before the checkout process is complete (not after the charge has been made as Mr. [redacted] has stated) that amounts paid on account are nonrefundable.  In the terms and conditions of our TSheets service, as well as on the pricing and billing checkout pages of our site, it clearly states that payment on annual subscriptions are not refundable.  As a practice, however, we will refund an annual subscription payment within 15 days of the payment if a customer so requests it. As an incentive to customers for making annual payments, customers are offered a 20% discount off of our monthly subscription rate. This practice of offering an incentive for an advanced, nonrefundable payment for a longer subscription commitment is quite common in the software industry. Mr. [redacted] did not request a refund within that 15-day window and only did so when he had determined that he no longer had needed of his TSheets service.  Mr. [redacted]' annual renewal payment was processed and charged on February 1, 2017. He initiated a support chat with our Customer Experience team on April 3 2017, to tell us that he wanted to cancel his account because he was no longer in need of our services due to changes in his business activity. It was in that correspondence that he requested a refund for the balance of his account and was told that it could not be processed because it was outside of the window stated in our policy as previously disclosed. As is also our standard policy, if Mr. [redacted] were to want to reinstate his TSheets account within the next 12 months, we would be happy to honor the remaining balance on his account of $256 in his use of our service.  Based on the above, we believe the terms of our billing policy for annual payments is, and was at the time, clearly stated for the customer prior to them having to agree to our terms and paying for their annual subscription.  We do not believe this complaint is valid nor do we believe a refund should be made in this case.  Please do not hesitate to contact us if you should need any additional information.