WordSmart Corporation

Review: I stupidly purchased some Wordsmart software from a lady who called my house stating that my daughter had signed up to receive this software to help her better her SAT scores. I swear that during the conversation she told me that I would receive a courtesy call at the end of my trial to make sure I wanted to keep the software. I never received a phone call. I finally called Customer Service to get an RA# to return the product and was told I was well over my 30 day trial and I could not return the product. My invoice is dated 11/21/13, which means I should have returned the product around 12/21/13, but I was stupidly waiting for the phone call the sales lady promised me. Now, here it is, 1/2/14, and I am stuck with $187.80 worth of software that hasn't even been used, and the less than pleasant Customer Service rep won't let me return it. At this point, I am not even looking for a full refund, I know I was late, I just want to get rid of this software that my children have no interest in using. I hope that we can come to some sort of a resolution about this. I did try to contact someone via e-mail on the Wordsmart website after talking with the Customer Service rep, but I was unable to send the message. Thank you for your time.Desired Settlement: I would like a refund for the software. I understand that Wordsmart will not refund the shipping charge of $17.95, and that I will probably have to pay to ship the product back to them. So, a refund of $169.85 would be appreciated.

Business

Response:

1/14/14

Review: Bought sat prep cd billed and paid, on a recorded telephone call the sales rep misled me to believe it was a one time payment she said yes. I have been billed 57.90 from June through December, 2013 on CDs I have not received except for the month of decemberDesired Settlement: I want to be refunded from June through December 342.00 for misleading sales authorization and information

Business

Response:

12/18/13

Revdex.com

4747 Viewridge Ave. #200

San Diego, CA 92123

Attn: [redacted]

RE: Mrs. [redacted]

Complaint # [redacted]

I have reviewed this account and the original sales call with Mrs. [redacted] on 12/9/13 and what she states in her Revdex.com complaint is at best an incomplete story and at worst untrue. As the below review of the sales call proves, Mrs. [redacted] was repeatedly told at the time of order that other WordSmart products would be sent after her trial if she did not cancel her service. What Mrs. [redacted] is referring to in her complaint, which is also something her and I discussed, was that at 9.05 minutes the sales woman told Mrs. [redacted] “regarding the advanced levels, if we haven’t heard and only if we haven’t heard before the end of the 30 day evaluation would they assume success and send the next higher volume for continuity. Keep in mind there are no minimum purchase requirements, we just ask for parental participation in the form of that one phone call.” Mrs.[redacted] then asked “Right, and then I won’t be charged any more from there. It is a one time charge correct?” The sales woman clarified and said “No, ya, if you call us the one time and say hey we are good for now then you don’t have to worry about getting anything else” So Mrs. [redacted]s question was, specifically “and then I won’t be charged any more”, which the sales woman took to mean that after Mrs. [redacted] called she would not be charged anymore. The sales woman then made it clear in her response that with the one phone call Mrs. [redacted] would not be sent anything else, to make sure any possible discrepancies were being resolved. After that portion of the conversation, in case there was any remaining confusion, the sales woman again told Mrs. [redacted] at 10.09 minutes “if we don’t hear back from parents at all what so ever then we send out the higher volumes. So I always tell parents just call us when you get it, or within the first couple weeks, and let us know”. Mrs. [redacted]s response was “ok, no problem”. Again, I have reviewed this recording with Mrs. [redacted] so it is unclear why she is misrepresenting what happened in this complaint.

In case the repeated statements by the sales woman did not make the future billings clear, Mrs. [redacted] was reminded repeatedly in writing in her first shipment that other items would be sent after her trial if she did not cancel our service. This reminder, along with the toll free 800# to call to cancel, was even included on the outside of Mrs. [redacted]s first shipment, in case she did not have time to open that package right away.

On top of the verbal and written information, Mrs. [redacted] received products at her home monthly, and our name and 800# on her credit card statement monthly, for half a year without any returned items or cancellation phone calls. Despite the account review confirming Mrs. [redacted] was informed of the parameters of her order at the time of purchase we went against our normal policy and refunded her for her December billing, basically honoring a 30 day return policy. We credited her for that item without asking for any product returns. We also resent all monthly shipments to her at no cost since she claimed she could not find them. The credit and reshipments were done with the agreement that the situation was resolved without further complaint, an agreement Mrs. [redacted] has chosen to not honor.

In regards to Mrs. [redacted]s request to refund her for the remaining products, we unfortunately will not be able to honor that request. We are like any other company in that we have a return policy, and we do have the right to uphold that policy. No further refunds will be authorized per her previously completed account review.

Sincerely,

Customer Service Manager

WordSmart Software

12/9/2013 2:20:56 PM/BOD per customer services request the sales call was reviewed. At 8.17 minutes Mrs. [redacted] was told “It is only if we havent heard back from the parents at all then we would assume success and send the next higher volume for continuity”. Mrs. [redacted] said “ok”. Then at 9.05 minutes into the recording Mrs. [redacted] was told “regarding the advanced levels, if we havent heard and only if we havent heard before the end of the 30 day evaluation would they assume success and send the next higher volume for continuity. Keep in mind there are no minimum purchase requirements, we just ask for parental participation in the form of that one phone call”. Mrs. [redacted] said “right”. The sales woman continued “because those come at the 49.95 plus shipping”. Mrs. [redacted] clarified whether it was a one time charge or not and the sales woman explained that as long as they call in their 30 day trial and say they don’t want others they don’t have to worry about getting any others. Mrs. [redacted] then clarified further “so this is an introductory level, meaning what?” The sales woman explained that we graduate students into higher levels and at 10.09 minutes made it clear that “if we don’t hear back from parents at all what so ever then we send out the higher volumes. So I always tell parents just call us when you get it, or within the first couple weeks, and let us know”. Mrs. [redacted] said “ok, no problem”. The recording confirms Mrs. [redacted] was clearly informed at the time of order that other products would be sent if we didn’t hear from her. Information on the continuity was in writing multiple times in the first package as well in case there was any confusion, including a sticker on the outside of the priority mailbox, so even if they didn’t open the box the [redacted] family would be reminded of the future billings and the phone number to call if they wanted to stop this service. We also delivered products to their home and put our 800# on their credit card statement monthly, without ever receiving a returned item or a cancellation request. They did not request a cancellation until 12/9/13. Mrs. [redacted] contacted us twice that date, confirming we are very easy to get a hold of and this cancellation could have taken place any time in the last several months. Per our policy no refunds should be due. We do not want to leave our customer unhappy however so as a courtesy we will make an exception in our policy and Mrs. [redacted] is authorized to return the last shipment for a full product refund of 57.90, basically honoring a 30 day return policy. Or if they would prefer we will authorize a 50% discount on that item, an immediate credit of $28, and three WordSmart products of their choice, a $150 value, to be sent at no charge. They are still qualified to take advantage of our sat/act guarantee refund and of a free month of one on one sat/act prep tutoring.////

Return Policy

Customer satisfaction is our primary concern. As we are confident that you will benefit from our products and services, we offer a 100% satisfaction guarantee on your initial WordSmart shipment. If for any reason you are not satisfied with our products or services in the first 30 days, you may return or exchange your software. WordSmart products have proven to be a valuable tool for home-schoolers, government agencies, Fortune 500 companies, universities, and individuals like you. However, if for any reason you need to return the product, please call our Customer Service Department at ([redacted] to obtain a Return Authorization Number (RA#). This will help us provide accurate tracking of all returns.

An RA# will be given only for the initial package and within the first 30-day evaluation period. If you are on the monthly payment program you are responsible for all payments if you didn’t contact us within your trial period. If you participated in the monthly product shipment program and choose to discontinue your service after the 30-day guarantee period, you will be responsible for any charges incurred up to that date. Any and all packages received with a post mark stamped five or more working days after the (RA#) is issued will not be accepted and the purchase will be considered final.

Consumer

Response:

I have reviewed the response 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.

Unfortunately during the recorded message the sales representative stated the following, I had asked if this was the only payment that needed to be made and she said yes and then immediately stated no but yes which was very confusing, as you can see the same complaints have been made about this company from other individuals of which I am sure you are well aware of, and feel they should be stopped. It's a bait and switch operation of which in this economy no one should have to deal with. I am requesting a refund for the amount due.

Regards,

Business

Response:

12/19/13

Revdex.com

4747 Viewridge Ave. #200

San Diego, CA 92123

Attn: [redacted]

RE: Mrs. [redacted]

Complaint # [redacted]

As was previously explained, at 9.05 minutes the sales woman told Mrs. [redacted] that once she called to cancel nothing else would be shipped. If Mrs. [redacted] misunderstood this and thought that the sales woman was saying nothing would be shipped even if she did not call to cancel the service, the sales woman clarified at 10.09 minutes by saying “if we don’t hear back from parents at all what so ever then we send out the higher volumes. So I always tell parents just call us when you get it, or within the first couple weeks, and let us know”. To this Mrs. [redacted]s resonded “ok, no problem”.

I am sorry if this information was unclear, thankfully we have continuity reminders in our first shipment as well, and our customer service department is available daily to answer any questions. We have refunded Mrs. [redacted] for her last 30 days of shipments as a courtesy, we will not be able to process any further refunds at this time. Mrs. [redacted] is still within the two year time period to take advantage of our SAT/ACT guarantee which would grant her a full product refund on all remaining items. More information on this guarantee can be found at [redacted]

Sincerely,

Customer Service Manager

WordSmart Software

Consumer

Response:

I have reviewed the response 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.

There have been over 142 complaints on the Revdex.com why hasn't anyone done something for the consumer. This company is a rip off. Please ask them for a copy of my recording since I cannot attach the file so that you can review and make a determination.

Regards,

Consumer

Response:

I have reviewed the response 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 want my money to be refunded. The sales call was a switch and bait call of which I specifically asked the sales rep. Will I be charged further. She clearly stated no.

Too many complaints from other consumers and something needs to be done about this company. Full refund expected or will take the nextbstepnin proceeding with the courts.

Regards,

Review: I received a telemarketing call (I'm on do not call list) for a CD which is guaranteed to improve SAT/ACT scores. I do not remember agreeing to future CDs however I received a CD about 2 months later and $57 was billed to my discover card. I called to request a return authorization number and was told I couldn't return the CD. When I asked why, she told me that I agreed to future shipment by not calling within a 30 day period to return the first CD. She also told me that I had been recorded. I can't believe that in today's time, that I can not have the option of returning a product that I do not want. I had to call my credit card to open a dispute and block future charges from this retailer. I feel that it is a total scam and do not want any future dealings with this company. In searching the internet I found others who have had the same experience as I.I'd like to inquire if what they are dong if legitimate. I feel they are reaching out to unsuspecting parents that only want the best for their children and then taking advantage of the situation.Desired Settlement: I'd like the ability to return an unwanted product and be refunded.Also, I'd like to know how they are calling me when I registered with DO NOT CALL LIST back on January 16, 2013 and verified it as such.

Business

Response:

5/1/13

Review: I purchased a PSAT study package for $169 for my 10th grade son. While it was somewhat expensive I thought it would be worthwhile to have on hand over the next few years. I was never informed that I was signing up for a continuing series of products and payments. Had I known that, I NEVER would have signed up for it because my son is still about a year away from being serious about studying for the PSAT. He certainly doesn't need a monthly or quarterly additional studying package when he hasn't even started on the initial package.My expectation was that I was paying $169 plus tax and shipping. I had no idea about any additional commitment. I am SHOCKED and furious with WordSmart for passing their product off as educational when really it's just an opt-out marketing scam.I do not want to pay the $49.95 + $9.95 for a total of $59.90 for a product I never ordered. I called the day I received this additional packet and they're telling me that it's too late, I can't return it. Sincerely,[redacted]Desired Settlement: I want to send the product back to them and have them $0 balance my account (don't charge me for this latest product that I didn't order).

Business

Response:

11/7/13

Review: I received a product with full money back guarantee if not 100% satisfied. Contacted customer service requesting return instructions and returned product. Called several times about never having received a credit on my credit card. They said they never received the product and asked for my tracking number which I thought I had lost. Called again, same story, I could not find tracking number, they said package had not been returned to them and they could not offer a credit to me. Called again, same story. Called again today, same story, they hadn't received the package. (mailed USPS Priority Mail on April 17th 2013) This time I found my tracking number and read it off to her. She immediately said they would issue a credit to my account, I am happy to have the credit but feel like the only reason they gave it to me was the tracking number. I think they had the item from the beginning (received on April 19th 2013) but had me over a barrel since I was unable to provide tracking information.Desired Settlement: I would like them to be a more honest company. I don't understand how in the beginning of our many phone calls she said they had not received the product yet when I provided the tracking number she found it in their system. It is my fault I misplaced the tracking number but it is the responsibility of a company to be honest.

Business

Response:

7/16/13

Revdex.com

5050 Murphy Canyon Rd. #110

San Diego, CA 92123

Attn: [redacted]

RE: [redacted]

Complaint # [redacted]

I couldn’t agree with Mrs. [redacted] more, the situation with her return was frustrating and I apologize for the error in our return process. We have hundreds of packages coming in out and daily and unfortunately it’s possible for returns to fall through the cracks. It happens very rarely, our returns department is very efficient, but unfortunately it happened with Mrs. [redacted]. Without showing the product as being in house, as for as we knew, or tracking proving the return, we were not able to process a credit when Mrs. [redacted] first contacted us and informed us of the issue. We did however give her a 50% refund and offer to reship any missing items, in an effort to meet her halfway, and encouraged her to research for tracking of the return. When she contacted us with proof of return we told her we appreciated the information, apologized for the error, and processed a refund to her account. That refund was completed yesterday and she should see the credit post to her account in the next five business days.

Again I apologize for the error and don’t blame her for being frustrated. We appreciate her getting us the return tracking information so we could finalize her refund.

Sincerely,

Customer Service Manager

Wordsmart Software

Review: In October 2013, I received a phone solicitation from Word Smart Corporation indicating that my high school age son was interested in using their software to help prepare for the SAT and ACT tests. I agreed to purchase the software for my son, and gave my credit card information over the phone, and approved the purchase in the amount of $187.80. Since we live in a very competitive school district with a school district that values preparing students for higher education, I agreed to the purchase only because I was under the impression that the recommendation for the product came from the school district, and told that my son requested it. Since my son was at soccer practice at the time, I was not able to verify this, and went ahead with the purchase. I subsequently found out the phone call was fraudulent. My son has no knowledge of Word Smart, he has no interest in using the software, and our school district did not recommend this company or product.In December, I noticed an additional charge of $59.90 on my credit card from Word Smart Corporation, yet did not receive an additional product in the mail, and I did not give Word Smart authorization to use my credit card for this. In January, a Word Smart software packaged was delivered to my neighbor across the street who forwarded it to me, and a charge for this product too, was placed on my credit card without my permission. It is not appropriate for a corporation to make misleading and fraudulent phone solicitations, especially since my phone number is on the government's national and state do not call list. Furthermore, Word Smart repeatedly used my credit card information without authorization.Desired Settlement: I would like to be refunded in full for all charges, including the initial pre-approved product, and for all subsequent credit card charges that where placed without my authorization. This includes $187.80 charged on October 19, 2013, $59.90 on December 6, 2013 and $59.90 on January 3, 2014 or the total amount of $307.60. I will return all software items which are unopened and unused directly to Word Smart Corporation by US postal service on or before Tuesday, January 21, 2014.

Business

Response:

1/30/14

Review: I was contacted by a representative of WordSmart who said that my son had requested a software program which would help him prepare for the SAT/ACT test. I was told the software would cost $187.80 and that I would have 30 days to review the software and could return it for a full refund. After talking with my son, he said that he never had requested this software program. So when it came in the mail about a week later, I refused the item and had it returned to the sender. It arrived in my mailbox on November 30th, and I took it to the Post Office on Dec. 2nd and the Post Office said to mark REFUSED on the box and send it back. Wordsmart refunded only $169.85 of the money they took from my credit card and said the rest was for postage. The refund was made on Dec. 7th. I have no idea what the postage was as I never received an invoice of at any time. Also, the representative on the phone said I could get a full refund if returned within 30 days. I did return the item well within the 30 days. I am waiting for the rest of my money to be refunded. I contacted Wordsmart by phone and by e-mail, and the only answer they gave me was that they had refunded the money for the product, but they refused to refund the amount of the postage.Desired Settlement: I would like to be refunded the rest of the money that is due me.

At the very least, I would like for their company to be reported by the Revdex.com as having bad business practices (not sending billing notices to customers, sending items that had not been requested, and not refunding all of the money due back to the customer when there are returns. This last item is the most important issue.

Business

Response:

12/18/13

Review: I was contacted by phone and agreed to purchase the wordsmart program. The salesperson stated that the cost of about $160 covered the program and they would send me more stuff every month unless I called them during a 30 day trial period. I stated then that I didn't want the monthly thing to continue. The salesperson stated that I just had to call them "anytime" and cancel.

That is easier said then done. they don't have anybody outside normal working hours that can be reached and the wait time is more that 30 mins to get to talk to anybody. I tried several times to contact this company but because I have a job, I couldn't get though during the "normal working hours" because of the long wait times. I tried several times within the 30 day period.

When I finally got a day off, I was able to wait on hold long enough to talk to somebody. I told them my story how I had been trying to get a hold of them to cancel the order before the 30 days was up but couldn't contact them until now. I asked if I could return the unopened package that had gotten shipped to me without my consent and she said that was impossible.

I asked to speak to a manager and was told that that was not possible and hung up on me. I called back again and was told the same thing again.Desired Settlement: I am just asking for the unauthorized shipment to be refunded ($60) and I will send the unopened box back. I will keep the first program that I agreed to pay for.

Business

Response:

10/1/13

Review: A sales person for Word Smart contacted me after my daughter took practice SAT ACT testing. He said he received our name through her school information that we might be interested in purchasing the ACT SAT prep study package. I did purchase the prep study course February 11 with the understanding it could be returned within 30 days of purchase. I also understood that they would ship 2 more CD packages and was under the impression that they too could be returned within a 30 day period. Then I received another package containing a CD with 57.90 charge to my Visa account on April 4. I called Word Smart the same day to get a RA number for this and was told that the supervisor that could issue the number would be off for 10 days and to call back at that time. I called back today and spoke with [redacted], who needed to review the phone call interaction and then would return my call to discuss the issue of the RA number. She did return the call and refused to issue the RA number because it had more than 30 days. I explained that I did not want to return the initial package. I wanted to return the second shippment. She informed me that it is not returnable after it has been shipped. When they sell the package to you it is not clear that they continue to ship CD's that are not returnable after they have been shipped. They claim their customers will be 100% satisfied or they will get their money back. My daughter thought the contents were boring and made her sleepy. They are not willing to take back their product, and after I received the run around about returning the second CD I don't want any of their product because I am not only unhappy with their product but the company and the way they do business. It is not clear when product is purchased that the other study CD,s are non-returnable and non-refunable. It is trickery to sell this product with a customer 100% satisfaction guarantee and then claim that once a shipment has gone out it can not be returned even if before 30days.Desired Settlement: Word Smart to issue an RA# so I can return their product. All of their product. The initial package and the second package

Business

Response:

5/10/13

Attn: [redacted]

RE: Mrs. [redacted]

Complaint # [redacted]

I am sorry Mrs. [redacted] has was not happy with her WordSmart order. Per a previous customer service contact from Mrs. [redacted] we reviewed her original sales call and confirmed she agreed to contact us within her trial if she did not want the second shipment sent. A copy of Mrs. [redacted]s account review is noted below. Our return policy (copied below) was included in her first shipment multiple times and did explain her second shipment was not refundable. It states “An RA# will be given only for the initial package and within the first 30-day evaluation period. If you are on the monthly payment program you are responsible for all payments if you didn’t contact us within your trial period. If you participated in the monthly product shipment program and choose to discontinue your service after the 30-day guarantee period, you will be responsible for any charges incurred up to that date”. If the initial phone call did not make our policy clear the literature in her first shipment would have explained it thoroughly. If Mrs. [redacted] had any questions regarding this policy customer service could be contacted any business day from 8 AM to 5 PM.

Despite the recording confirming Mrs. [redacted] agreed to stop other shipments during her trial if she didn’t want to receive them we went against our return policy and refunded her for half off her second shipment. This $25 credit was refunded on 5/2/13.

Regarding the return request for Mrs. [redacted]s initial WordSmart shipment, it was sent for a 30 day trial which ended on 3/16/13. She did not contact us until 4/5/13 so that item is not refundable. We will not be able to authorize any additional refunds for Mrs. [redacted].

Sincerely,

Customer Service Manager

WordSmart Software

5/2/2013 10:04:34 AM/BOD per customer services request the sales call was reviewed. The recording goes through to the end of the call so any questions/concerns are voiced on the recording. At 9.15 minutes Mrs. [redacted] was told “it is only if we have not heard back from the parents at all that we assume success and send the next higher volume for continuity so just let us know, it is entirely up to you”. Mrs. [redacted] said “mm hmm”. Then at 10.05 minutes into the recording Mrs. [redacted] was told “regarding the advanced levels, if we have not heard from you and only if we have not heard from you by the end of the 30 day evaluation we will assume success and ship the next higher volume at the discounted 49.95 plus shipping”. Mrs. [redacted] had no issue with this and said “mm hmm, ok”. The sales call confirms Mrs. [redacted] was very clearly informed that if they did not want others shipped after the trial they needed to call in one time within the 30 days. Information on the continuity was in writing multiple times in the first package as well in case there was any confusion, including a sticker on the outside of the priority mail box. USPS confirms delivery of the first shipment on 2/16/13 w/ tracking [redacted] so the trial ended on 3/16/13. We waited until 3/31/13 to send out the next shipment. They did not request a cancellation until 4/5/13 so no refunds should be due. The sales call recording confirms there was no misrepresentation. We do not want to leave the customer unhappy so we authorize a $25 refund to be processed to Mrs. [redacted] as a courtesy, giving them a 50% discount on the last shipment. Or if they would prefer they can be sent three WordSmart products ($150 value) of their choice at no additional charge.

Return Policy

Customer satisfaction is our primary concern. As we are confident that you will benefit from our products and services, we offer a 100% satisfaction guarantee on your initial WordSmart shipment. If for any reason you are not satisfied with our products or services in the first 30 days, you may return or exchange your software. WordSmart products have proven to be a valuable tool for home-schoolers, government agencies, Fortune 500 companies, universities, and individuals like you. However, if for any reason you need to return the product, please call our Customer Service Department at (800) 641-WORD (9673) to obtain a Return Authorization Number (RA#). This will help us provide accurate tracking of all returns.

An RA# will be given only for the initial package and within the first 30-day evaluation period. If you are on the monthly payment program you are responsible for all payments if you didn’t contact us within your trial period. If you participated in the monthly product shipment program and choose to discontinue your service after the 30-day guarantee period, you will be responsible for any charges incurred up to that date. Any and all packages received with a post mark stamped five or more working days after the (RA#) is issued will not be accepted and the purchase will be considered final.

Review: I don't get it. The Revdex.com has given this company an A+ rating, yet there are literally hundreds of complaints about its business practices on the Internet. More people are going to be robbed if something isn't done. I am a journalist working an article to expose these unethical practices. But right now, I need your help.On 4/25/2013, I received a call from a rep. who said my son requested material from this company regarding SAT/ACT testing. I listened and only agreed to purchase because I was told I had a 30-day trial period. I got the package, but - in the meantime - found one that was less expensive from another company. I called WS to get an "authorization number" to return it. It had not even been opened. I was told that my son had to use it for 20 minutes before I could get a full refund. OK. Did that. Called back. This time I was told he had to take some challenge but wasn't given a clear indication of what that meant. After that, I could call back and IF I was able to answer three questions, I would get my money back. Are you kidding me? This is blatant harrassment.Here is the guarantee posted on the company's website -- www.wordsmart.comWordSmart 30-day GuaranteeWordSmart will have a great impact on your students life. We guarantee it.So go ahead and try WordSmart for 30 days. If for any reason you are unsatisfied with the product, simply return it for a full refund of the purchased price. Its that easy.Only the first shipment in the WordSmart series is refundable. This product is sent for a 30-day trial that begins when the product is delivered to the customers home. The product will be delivered within 710 days (maximum) of the order date. If the shipment is delayed, please contact Customer Service.If you would like to return your initial WordSmart shipment for a full product refund, contact Customer Service. They will be happy to issue you a Return Authorization number.Please do something about this.Desired Settlement: I want to return this product and get my money back. However, I don't trust this company enough to give them any credit card information. I would like a check in the amount of 184.99 mailed to me personally.Please do something about this. There are enough problems in this country without creeps like WordSmart taking advantage of parents.

Business

Response:

5/9/13

Review: I received a cold call from a sales representative of WordSmart Corporation. They were trying to sell me an SAT / ACT preparation software for my son. Because I had purchased this product in the past for my daughter & was interested in seeing what they had to say, I listened to the sales pitch the representative had to say. I informed the representative that I was interested in the software itself. She continued on with saying that it included a 30 day trial of tutoring services for my son. The monthly charge for tutoring would be $89.99 if I decided to continue with the service. She told me that I could try it for a month and cancel it within 30 days if it didn't work. I figured why not try.

Upon receiving my software, I realized that the system requirement for my computer was too old (10 years) for the software to work. I put the software aside.

Around the beginning of September, I received a call from a WordSmart tutor asking when they could set up an appointment to meet with my son to do an assessment. I informed her that my son was not with me & if she could call back over the weekend when my son was at home. She never called back. The next call I received from the tutor was on September 9, 2013, the first time my son ever talked with a tutor. She briefly talked with my son to set up an appointment for September 14, 2013 at 10:00 to do his pre-assessment.

On September 10, I was reviewing my credit card statement and realized I had an unauthorized charge from WordSmart Corporation for $89.99. I called their customer service and spoke to 3 different agents to try & resolve the issue. All they kept telling me was that the charge was for pro-rated tutoring services because I had not called Customer Service to cancel the tutoring, even though the trial tutoring service had not even started. They kept forcing down my throat that the tutoring service began on the day I received the software, even though the first contact I had with a tutor according to WordSmart was on September 6. How is it that your free trial of tutoring services begins when no tutor contacts you. On the first day, I spoke with the tutor, I informed her that my computer was too old to run the software and asked her if the assessment was web based? She said that my son would be able to do the assessment via the internet.

This company does sketchy advertising. You agree to purchase a software product. They try to sell you their tutoring service by throwing in a month trial of their tutoring service. Even though, the tutor doesn't contact you, according to WordSmart, your trial period begun the day you received and took hold of the software package. If you don't call WordSmart within 30 days of receiving the software, even though you convey your concerns to a WordSmart employee or representative of the company, they automatically charge you for pro-rated tutoring services for the next 5 month. ($89.99 for 5 months & you are unable to cancel if you are unhappy with the service) THIS IS SUCH FALSE & DECEPTIVE ADVERTISING.

I am writing because I want this type SCREW THE CUSTOMER SALES to stop. I want other potential customers, who are concerned about getting their kids ahead in school & college, out there to know what kind of company they are dealing with and not become victims of a telemarketing scam as I have been.

A [redacted] search of WordSmart scam shows many similar complaints as what I have experienced by WordSmartDesired Settlement: Refund of $89.99.

Business

Response:

9/12/13

Review: This company called under the name "Learning Center" with the claim that my son had requested information on their products and proceeded to deliver a sales pitch and I agreed to the "Free Trial" of their product with a guarantee that I would receive a Full Refund of all charges if not completely satisfied. Upon speaking with my son and the rest of my family, I discovered that he had not requested information from this company and his name was most likely pulled from the information he elected to release when taking or registering to take the SAT. This company solicited their products despite my phone number being registered with the National Do Not Call Registry. When their products arrived, I promptly called their customer service department to obtain a "return authorization" number and was informed by "[redacted]" that I would only receive the full refund if I "previewed" their software for at least 20 minutes. After being informed that I believed they had misrepresented their reason for soliciting to me and stating that I simply wished to return the software without previewing, she became very defensive and rude. After several minutes of continuing to repeat the demand that I must preview the software, I asked to speak to a supervisor. [redacted] refused my repeated requests to speak to a supervisor or manager telling me she had worked there for a long time and was the most senior person there. Additionally, she refused to provide her full name and then "conveniently" provided an employee number of "[redacted]" which also happened to be the Freight Charge they were refusing to refund to me. This business and its employees have all the hallmarks of a classic phone solicitor scam and I unfortunately let my guard down when they used my son's name and identified him as requesting their information. I hope others can learn from my mistake with this company.Desired Settlement: I would like the full refund promised by the sales representative to include the $14.95 Freight Charge. I have obtained a return authorization and will be expecting the partial refund of my product purchase price (169.85) when they receive the returned software, which I will mail back at my expense, but I refuse to drop this complaint without the company carrying through with their promise and without receiving an apology from the company and "[redacted]" the customer service representative.

Business

Response:

4/29/13

Review: After what I believe was a misleading sales call from Wordsmart (leading me to believe that they received my address and phone number from my daughter's school, who recomended this for her), I signed up for the Wordsmart package with the understanding that I was receiving a discount by deciding on the spot, and only going to be charged for one product in one shipment. I was also led to believe that I could return the product if I was not satisfied. My daughter did not like the first shipment we received enough to continue purchasing anything from this program. When I saw on a bank statement a few months later that I was being billed monthly, I called and was told, sorry, but I could cancel at any time but that the shipments I received could not be returned. I asked for the shipments to be discontinued and explained that I never agreed to anything but the initial purchase. Although I did not authorize Wordsmart, for my credit card to be billed further, it continued. I was expecting the shipping/billing to stop and for a refund to be processed. When I called and spoke to someone about this asking for a refund, I was told that I would receive a call from someone that could assist me but no one will call me back. At this point, I am requesting a refund of $479.20 for billing that I did not agree to and did not authorize. Thank You for your help with this.Desired Settlement: I would expect a refund of the full amount billed by Wordsmart. I will be happy to return all materials received, most of which were never opened and remain sealed.

Thank you!

Business

Response:

12/8/14

Revdex.com

4747

Viewridge Ave. #200

San

Diego, CA 92123

Attn: [redacted]

RE:

Complaint

# [redacted]

Our account notes show that Mrs. [redacted]

contacted us on 9/3/14 and asked for a refund for her WordSmart shipments. Customer

service stopped all billings immediately and told her they would put in a request

to have her account reviewed. Her account review was completed the following

day, a copy of that review is noted below. A customer service representative should

have called Mrs. [redacted] on 9/4/14 and read the review, we apologize if this

did not happen. As the review below states, Mrs. [redacted] was authorized to

return her last two shipments for a full refund, as a courtesy. She was also

given the option to keep all the products and still be refunded $59.90. We will

not however be able to authorize a refund for over 60 days of shipments, as she

is requesting. We are like any business in that we have a return policy and

like most companies our policy is based on time. There have been no charges

since the 9/3/14 cancellation request.

In response to Mrs. [redacted]s statement that

she thought she could return her product if she was not satisfied, that is true

for her first shipment and during that products initial 30 day trial, as is

stated in the below Return Policy. Her trial period ended long before her

9/3/14 contact. Regarding Mrs. [redacted] stating she didn’t agree to other

products, we explain verbally and in writing that other products will be sent

monthly after the trial. Our customers do not have to receive these shipments,

they just have to contact us if they want the shipments stopped and we will permanently

cancel them, as we did for Mrs. [redacted] on 9/3/14. We do have a secondary

guarantee however which is based on usage of our products and the students

SAT/ACT score, and which lasts for two years after the date of purchase. Mrs.

[redacted] can take advantage of this guarantee up through January of 2016. She

can call customer service at 1-800-641-9673 if she would like more information on

this guarantee.

As a further courtesy to Mrs. [redacted] we

will process the refunds offered in September in full today. She does not have

to return anything, she can keep all her shipments. She can expect that refund to

post in the next three to five business days. We will not be able to authorize

any further refund however.

Sincerely,

Customer

Service Manager

Wordsmart

Software

Account Review -

9/4/2014

3:11:51 PM/BOD per customer services request this account was reviewed. Per our

policy no refunds should be due. We do not want to leave our customer unhappy

however so as a courtesy we will make an exception in our policy and Mrs.

[redacted] is authorized to return her last two shipments for a full product

refund of 59.90 each, basically honoring a 60 day return policy. Or if she

would prefer she can keep all the products she has and still be refunded

$59.90, plus be sent the final two disks in our series at no additional

charge.//

Return

Policy

Customer satisfaction is our primary concern.

As we are confident that you will benefit from our products and services, we

offer a 100% satisfaction guarantee on your initial WordSmart shipment.

If for any reason you are not satisfied with our products or services in the

first 30 days, you may return or exchange your software. WordSmart products

have proven to be a valuable tool for home-schoolers, government agencies,

Fortune 500 companies, universities, and individuals like you. However, if for

any reason you need to return the product, please call our Customer Service

Department at (800) 641-WORD (9673) to obtain a Return Authorization

Number (RA#). This will help us provide accurate tracking of all

returns.

An RA# will be given only for the initial

package and within the first 30-day evaluation period. If you are on the

monthly payment program you are responsible for all payments if you didn’t

contact us within your trial period. If

you participated in the monthly product shipment program and choose to

discontinue your service after the 30-day guarantee period, you will be

responsible for any charges incurred up to that date. Any and all packages

received with a post mark stamped five or more working days after the (RA#) is

issued will not be accepted and the purchase will be considered final.

Consumer

Response:

I have reviewed the response 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.

[When I spoke to your representative, she told me your system showed that I called back in January and April asking to discontinue shipments. She said she would work to find out why thy were not stopped. Although I do want as much refunded as you are immediately prepared to send, one month's refund would not be appropriate. I have the records and I know that you have notes in your system showing that I did, in fact, call to stop futher shipments a long time ago. Refunding my money since January is the right thing to do.]

Regards,

Business

Response:

12/10/14

Revdex.com

4747

Viewridge Ave. #200

San

Diego, CA 92123

Attn: [redacted]

RE:

Complaint

# [redacted]

We do not have any record of a January or

April contact to discontinue shipments. We do have record of a 2/18/14 contact

but the notes do not state a request was made at that time to stop future

billings. For this reason we continued to send the products monthly. Each month

our name and phone number were on the credit card statement and a product was

delivered to the home. We never received any returned products and did not get

a phone cancellation request until 9/3/14. This contact could have come any

time in the previous several months, our customer service department is

available every business day. There have been no charges since that September

cancellation request was received. Per the customers complaint we refunded two

months (not one month) of billings, as a courtesy. These refunds were processed

12/8/14 in the amount of $59.90 each. If a cancellation was desired in the

February contact we would simply have needed to have been informed when that

next product was shipped. Instead we received no contacts for over half a year,

and products were collected monthly without return. We will not be processing

any further refunds.

Sincerely,

Customer

Service Manager

Wordsmart

Software

Review: This company stated one thing on the phone when product was purchased only to have something different written on documentation when product is received. Company was very rude when asked for a refund on product that was not requested or used and said to READ their policy which was different from what was said on the phone. Hundreds of complaints on [redacted] with all customers stating the same thing.Desired Settlement: I have requested refund from my credit card company but wanted to make other consumers aware of the dishonest business practice.

Business

Response:

4/1/14

Review: WordSmart called my home saying my son had shown interest in their product, an ACT/SAT study guide. They were pretty hard sell & you can take your time and return for a refund if not satisfied or used. They said to call them & let them know what we think. They did not include a phone # in the material, I had to go to my credit card bill to find the #. I have a job that does not coincide with their hours which is pacific time. I spent 20 minutes or more on hold at my place of employment trying to get a person. At any rate, I finally got ahold of them today and they were rude and will not refund. Saying my time is up. It could be that my time as they see it is up, but I was told I had until the end of October. That is fine but others should be made aware of this so they won't be in my position. Now they have sent another disc and charged us more money. I want it canceled!!Desired Settlement: A refund would be the best possible outcome but if not that, they should be held accountable for not taking calls. Lots of complaints regarding them on the web but yet they get a good rating with the Revdex.com.

Business

Response:

11/13/13

Revdex.com

Attn: [redacted]

RE: Mrs. [redacted]

Complaint # [redacted]

I am sorry Mrs. [redacted] has been unhappy with her WordSmart order. We actually include our contact phone number multiple times in our introductory package, including a sticker on the outside of the box so that even if our customers don’t open the box they will have access to our contact information. Inside the box our toll free phone number is on several pieces of literature and even on the computer disks themselves.

In regards to Mrs. [redacted]s comment that she waited on hold for 20 minutes, we did receive an email from Mrs. [redacted] on 10/28/13 stating that she had been holding for that time period. That was a Monday and unfortunately our calls do sometimes get backed up on Mondays. However our voicemail gives customers the option of leaving a message or sending an email every two minutes, in an effort to make ourselves accessible to our customers. Mrs. [redacted] for example emailed us at 10:59 AM on 10/28/13 and we called her back in response to her email at 11:21 AM that same day, less than half an hour later.

When we spoke to Mrs. [redacted] on 10/28/13 we offered to review her sales call to make sure everything was explained clearly, since she was unhappy with her order. The results of that account review are noted below. The recording confirmed Mrs. [redacted] was very clearly informed that her product was being sent for a 60 day trial (extended from the normal 30 days) and that if she did not call to cancel our service an additional product would be billed and shipped. Despite this recording we went against our normal policy and refunded Mrs. [redacted] $25 on 10/31/13.

Mrs. [redacted] stated in her complaint that she though she had until the end of October for an evaluation but as the below call recording confirms she was informed that her 60 day trial started the date of product delivery. Per USPS the delivery date was 8/9/13 which means her trial ended on 10/9, well before she contacted us that first time on 10/28/13 through an email.

Per Mrs. [redacted]s first cancellation request all future billings were deleted, so that has been resolved. In regards to her desire to have us answer our phones, we do answer our phones and are easily contacted by our customers, as her account activity shows. We are available every business day and although sometimes may be busy for the vast majority of the work week there is no hold time. If there does happen to be a hold time our customers can always leave a message and receive a call back promptly, which is what happened on Mrs. [redacted]s account.

Sincerely,

Customer Service Manager

WordSmart Software

10/31/2013 2:35:42 PM/BOD Per customer services request reviewed Mrs. [redacted] account. Reviewed the original sales call to make sure the 60 day trial and future shipments were made clear at the time of order. The time period of 60 days was stated repeatedly. Then in the sales call confirmation at 16.15 minutes the sales person told Mrs. [redacted] “your 60 days begin when you receive the software, that way you have a full 60 days”. The sales person made it very clear when the trial period started and how long it lasted. Regarding the future billings at 16.20 minutes into the recording Mrs. [redacted] was told “regarding the advanced levels, if we havent heard and only if we havent heard before the end of the 60 day evaluation then we will assume success and bill and ship the next higher volume at the discounted 49.95 plus shipping and handling”. Mrs. [redacted] had no issue with this. Information on the trial and future billings was in writing multiple times in the first package as well in case there was any confusion, including a sticker on the outside of the box with our 800# that reminded them. Usps tracking number [redacted] confirms the product was delivered to the home on 8/9/13 so the trial ended on 10/9/13. The first cancel request was made on 10/28/13 so no refunds should be due per the original recorded agreement. We do not want to leave the customer unhappy so we authorize a $25 refund to be processed to Mrs. [redacted] as a courtesy, giving them a 50% discount on the last shipment. Or if they would prefer they can be sent three WordSmart products ($150 value) of their choice at no additional charge. They are still qualified to take advantage of our sat/act guarantee refund and of a free month of one on one sat/act prep tutoring.//

Return Policy

Customer satisfaction is our primary concern. As we are confident that you will benefit from our products and services, we offer a 100% satisfaction guarantee on your initial WordSmart shipment. If for any reason you are not satisfied with our products or services in the first 30 days, you may return or exchange your software. WordSmart products have proven to be a valuable tool for home-schoolers, government agencies, [redacted], universities, and individuals like you. However, if for any reason you need to return the product, please call our Customer Service Department at [redacted] to obtain a Return Authorization Number (RA#). This will help us provide accurate tracking of all returns.

An RA# will be given only for the initial package and within the first 30-day evaluation period. If you are on the monthly payment program you are responsible for all payments if you didn’t contact us within your trial period. If you participated in the monthly product shipment program and choose to discontinue your service after the 30-day guarantee period, you will be responsible for any charges incurred up to that date. Any and all packages received with a post mark stamped five or more working days after the (RA#) is issued will not be accepted and the purchase will be considered final.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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. I will accept their action with reservations: #1 they call knowing my son's name--it was a busy Sat & I was just wanting off the phone, I will hang up on any sales calls in the future. Notice I said it was a Sat. I could not call them on a Sat. though-- only M-F 10-7 my time. That did not work with my schedule, if they can call and sell on Saturdays they should accept calls then too. #2 They did not know my son & he did not show interest in their product, they should be more honest -- just like colleges they know a child approaching Jr/Sr year. #3 There was no ph# or papers in the initial shipment, I had to go to my credit card to find their number. I do not have internet @ home or I would have used it to see the complaints about them & sent it back immediately, although that would be difficult as you have to talk to a customer service rep 1st & I could not get thru, until they made sure my 60 days were up. #4 The woman who I last talked to there basically called me a liar when I said I was on hold a long time & there was no option to leave a message. She was rude & I was rude right back. As you are the Revdex.com you should lower their Revdex.com score & protect other busy moms out there from my mistake. An expensive $200 lesson learned, I guess.

Regards,

Review: This company calls multiple time without leaving a message or not speaking to us when we answer the phone. After speaking to a couple of phone reps asking to speak to a supervisor who hung up on me, I finally had one that let me speak to [redacted] whom I was told that was a supervisor said that I would not be called again. Today Sept. 26th I was called again twice without them leaving a message one at 1:33 pm, once at 7:49 pm. When they hung up on me again at 7:49 I called them back and ask to talk to [redacted] I was told he had the day off and said that the supervisor was another line and could she call me back. She did call back at 8:08 and then again when I answered she did not respond and hung up on me also. She called from a different number than the call center. I called her back - she would not stop talking to listen to my concern, she would not explain why she hung up on me finally because she would not stop talking about her phone being a phone and not phone system I raised my voice and called her by name at which she said she would not talk if I was going to yell at her. She proceeded to talk (not about my concern) about other stuff she hung up on me again. I tried to call back a few time - 4 or 5 times to find there address to file this complaint. One person answered and called me by someone else's name, told me to calm down and then he hung up on me. I called back with my number blocked and ask for [redacted] I was told by a female (whom I believe was [redacted]) that [redacted] had gone home for the evening. She asked if she could help me and I said yes I was needing to know their address so I could make sure I had the correct address when I file my complaint with the Revdex.com. The person said that she was going to call some Federal (she mentioned the initials) against me because the were not harassing me but that I was harassing them, and that I was threatening to come the their physical address. I simply asked for the city and state the call center is in. Again she did not answer my concern she hung up on me.Desired Settlement: I would like to not be called by this company again. I would like a letter of apology on behave of their employees. I would like them to change the calling policies, so they do not hang up on people and not to call the same number more than once in the same day.

Business

Response:

10/14/13

Review: Back in June I ordered Wordsmart for my 16 year old daughter for $187.80. I received another CD (not ordered) in the mail shipped 8/29/13. I called to request sending this CD back as my daughter never used the original package except for once when I asked her to try it out. This second CD cost $59.90. [redacted] @ wordsmart informed me that I cannot return an item that has been shipped and billed. I hadn't even opened the CD! This kind of practice is inexcusable! I wasn't asking to retunr the 1st shipment as I knew I had held onto it too long to return. But they should have accepted the second shipment back. I am totally disgusted with this company.Desired Settlement: I think it is terrible to deny my request to return this order. I would like to return this product and get a full refund.

Business

Response:

9/18/13

Review: The company offers cancelation but if you try t cancel online they tell you you need to speak to a representative but they do not answer the phone. I left a voicemail after the long wait and they have not called me back. They had me on hold over 45 minutes to no avail. I also left two messages in their website and have received no response.Desired Settlement: Cancel my shipments and I want to return items already shipped to me.

Business

Response:

10/22/13

Review: I bought SAT/ACT prep materials via telephone when Word Smart sales person called us in October, 17 2013 for the price of 201.89. This company started to charge us $64.39 a month since December 2013 for a product I never bought. I product in question is WordSmart, a CD, they sent us December and January again. We made several attempt contact this company back in January but it each time we called, we have to wait extremely long time (over 20 minutes) and had to give up calling. When we received second shipment of unwanted product from them, we worked with our credit card company and finally was able to get a hold of them today. I am mad at this company more for the fact that they distorted fact to sell a product I have never intended to buy. They are swindlers and consumers across the country should be warned.

The salesperson said he obtained our phone number through a college scholarship resource web site application. Since my children have been using word smart book 1 and II that I bought from [redacted] for years, I was already familiar with the name. [redacted] wanted to sell me their products. I told him I am not interested in wordsmart because we have those books. We spent over 30 minutes discussing SAT/ACT test and how to get scholarship. He provided some advice on timeline for preparation. Since my daughter had just taken PSAT test at her school, I was interested in helping her better prepared for SAT test she will have to take a year later in her Junior year. I agreed to SAT/ACT package at $201.89. He took my credit card number. He told me we have a 30 day examination period and can return it risk free. When he asked me about Word Smart, I told him I had no interest. Then he said he has to record transaction for future reference and went over what he already told me. He talked rapidly. We received the package a week later and my daughter found it useful, so we decided to keep it. I have no problem here.

But the problem is that one and half month later in December 2013, we received a WordSmart CD and another one again January 2014. We didn't know what was going on. Today through the conversation with the company manager ([redacted]; [redacted]), I learned that I was tricked by the salesperson. When I asked the manager to play the recording, the manager played only a few minutes of final sales wrap up without the entire conversation that lasted half an hour. The salesperson added at the end vaguely that “next shipment will arrive to your home and you have 30 days to return it if you do not like it.” I understood the next package as SAT/ACT package that I gladly bought. However, this company intended to mean “WordSmart.” This is totally scam. They charged us $64.39 already twice – December 2013, January 2014. The manager said I can be refunded for the January, but not the December.

I told the manager that this is unethical and I will report their scam to Revdex.com and hung up the phone. The manager called me immediately and said that she saw there was another shipment she sees in the system (yes, they charged us early each month), but she would stop it if I didn’t report to Revdex.com. I am very disappointed in the company’s practice. They set a trap and most consumers cannot escape. After 30 minutes of discussion about product A and having not discussed about product B, who would have thought that they are agreeing to buy both product A and B? This company is taking advantage of the fact that most consumers don’t pay attention to salesperson’s wrapping up statement that goes fast. As a English as a second language, at least I had a trouble. This is totally disgusting. We have not even opened the product and there were no harm made to them; yet they are refusing to give us a refund of $64.39 (12/04/13) and threaten me not to refund February shipment scheduled to be made if I report them. The manager said as a business they need to make money. I don’t know what you can do but other consumers deserve to know what they are doing. Here is the company number: [redacted].Desired Settlement: 1 Refund of $193.17, $64.39 per month from December 2013 to February 2014.

2. Stop of unethical sales tactic in the future and apologize.

Business

Response:

2/5/14

Review: Merchant called about an SAT preparation package they had for sale for $189.00. They also mentioned another product they had that helps a student read faster. We took the SAT Prep and paid $189.00. Lo and behold 4 months later we noticed that they have been charging $89.00 a moth on the card we used to pay them the $189.00 cost of the SAT prep. We were shocked. We called them and they claimed there was a trial period of something. There was no trial period of anything, we paid the full price of the $189.00 for the SAT prep. We wrote letters twice and talked to them trying to get our money back. They have refused to refund us the money.Desired Settlement: Refund $356.00 being the unauthorized charges of $89 x 4.

Business

Response:

9/11/13

Revdex.com

Attn: [redacted]

RE: [redacted]

Complaint # [redacted]

I apologize that the [redacted] has not been happy with their WordSmart experience. I have previously reviewed the [redacted]s account and been in contact with the [redacted] several times. Below is a copy of the email sent to the [redacted] on 12/12/12 at[redacted], the email provided at the time of order, which stated in writing that there would be five payments of $89.99 processed after their trial date of 1/17/13. A copy of that email is noted below. The original sales call has been reviewed and confirmed that Mr. [redacted] was clearly and repeatedly told verbally that these payments would process after the trial as well. A copy of that account review is noted below. I’ve discussed this account with Mr. [redacted] and played this recording for him. He acknowledged when we spoke that the payments were discussed but still felt that we were “crooks”. I’ve explained to multiple members of the [redacted] that I’m not sure what else we can do besides inform them verbally and in writing of what would transpire with their account.

The payments that were processed were for a four month SAT/ACT tutoring service our company offers. I’ve told the [redacted] that if they would like to restart their tutoring service we would be happy to do that for them. I also canceled out the final payment owed by the [redacted]. Per the account review there will be no refunds authorized for the [redacted] but we will still honor the offer to restart the service if they would like to take advantage of the tutoring. If they do take us up on that offer they will only have one payment remaining for the full four months of tutoring. They can start this tutoring at whatever time works for them, and for whatever student they would like us to help. They can call customer service at [redacted] if they need additional help on their account.

Sincerely,

Customer Service Manager

Wordsmart Software

Email sent to customer on 12/12/12 reminding them of payments that would process –

From: [redacted]

Sent: Wednesday, December 12, 2012 1:23 PM

To: [redacted]'

Subject: Welcome to WordSmart Tutoring!

Re: ID [redacted]

[redacted],

Thank you for your interest in our tutoring services, we are confident the student will find our help beneficial. Attached is some information regarding our tutoring program and your practice test.

Please have the student complete this test as soon as possible since the results of this test will tell us how we can be of most assistance. A tutor will be contacting you soon to set up your first appointment.

Our tutoring program comes with a money back guarantee to increase the ACT score by a minimum of 6 points and the SAT by a minimum of 300 points. You will find more information on this guarantee at -

The last day on the evaluation for your tutoring service has been noted as 1/17/13. If you want to make any changes to your tutoring package please call us at [redacted], do not respond to this email. Your five monthly payments of $89.99 start after your trial has expired. We are available until 5 PM Pacific Standard Time every business day. In the meantime enjoy the tutoring!

WordSmart Customer Service

Sales call review confirming future payments were made clear to Mr. [redacted] –

4/23/2013 3:38:13 PM/BOD per customer service request reviewed recording of the original sales call to make sure Mr. [redacted] was informed of the billings that would process after the trial. This recording goes through to the end of the call when Mr. [redacted] got off the phone so any questions/concerns that were voiced would be on recording. At 14.05 minutes into this recording the sales person tells Mr. [redacted] “if you decide to continue like most parents and kids do then it is just five monthly payments of $89.99. If it is not a perfect match, which is highly unlikely, just give us a call at the end of the 30 days”. At 14.55 minutes Mr. [redacted] was told “your 30 day trial begins when you receive the material, that way you have a full 30 days”. At 15.08 minutes the sales person says “after 30 days if customer service has not heard from you they will assume success and your trial will be over and your card will be charged the first of five monthly payments of $96.51”. Mr. [redacted] had no issue with this. An email was also sent to the customer on 12/12/12 at [redacted] reminding them of the five payments that would process if they did not cancel during their trial. If Mr. [redacted] did not want to participate in the tutoring we simply needed to be contacted before the 30 day trial period had expired, as was agreed to on this recorded call. The product was delivered on 12/3/12 per [redacted] tracking [redacted] so the trial ended on 1/3/13. Since the first cancellation request came after the trial expired, on 4/23/13, all payments are due. We put our name and 800# on all credit card statements and it was noted in the literature in their first shipment repeatedly. If there were any issues/questions we could easily have been contacted during the trial. Like any other company we have a return policy we must comply with and since the trial was passed all payments should be due. We do not want to leave our customer unhappy however so despite the recording confirming Mr. [redacted] was informed of the parameters of his order we will cancel the tutoring service with no additional fees. If he would rather continue with the tutoring we would be happy to restart the four month service for him.//