Hello,There was a miscommunication with the customer and the issue was brought to our attention when this complaint was submittedWe resolved the issue with the customer and they agreed to remove the complaint.Thanks,***
Hello,Mr [redacted] cancelled WordStream’s services on May 18, Mr [redacted] was made aware that he was in a 12-monthcommitment We have different pricing programs based on commitment lengthand we allow our customers to choose any commitment they feel is right fortheir businessOur contracts are very transparent and clearNo secretsOn June 1, 2015, Mr [redacted] responded to our attempts at contact OnJune 3, 2015, after discussing Mr [redacted] ’s frustrations, we agreed to let himout of his contract commitment (this is something we typically don’t do howeverwe made an exception in the hope that we would amicably part ways with Mr[redacted] ) Due to a billing error, Mr [redacted] was charged on 7/and8/ Mr [redacted] contacted our Customer Success team here at WordStreamabout this error on Wednesday August 12, (around 8PM ET) asking for arefundWe promptly responded to Mr [redacted] on Thursday August 13, andlet him know he’d see his refund come through for July and August in 3-5business daysThe team here at WordStream is also a bit confused by Mr[redacted] ’s claim that we were not responsive as we’ve answered every email in atimely manner (and have the proof to back it up).Again, we’re 100% transparent here at WordStreamWe’re notout to make claims or provide misleading informationWe’re here to helpbusinesses grow and succeed through paid search, simple as thatWe apologizethat our solution wasn’t a good fit for Mr [redacted] ’s business, but our overallintentions are always to help, never deceive
Hello,WordStream has always, and will continue to, put the customer firstWhile our software may not have performed for *** as he had hoped, we truly tried to help understand what was wrong with his accountIn addition, we changed his customer success representative to ensure he was getting the best of the bestEven after this, *** still decided to cancel, which we fully understoodEven though he was still in his month commitment, we did decide to completely let him out due to the issues he was having that we could not resolve in his timeframeNegative reviews affect all of usSince we had already agreed to let him out and refund the money requested, we were taken aback that he decided to write a negative reviewThe first email from [redacted] is not indicative of our process with customersWe do ask customers to remove reviews that we feel were done to get a refund or particular action they seek, however we do not keep an already agreed to refund back for that to happenIn this case, we had already agreed to do what he asked which we felt was fair and asked for equitable treatment on his side, which was, in our opinion, to remove the reviewOne of our final emails to him said, “If you insist on keeping your review up, there is nothing we can do to stop you however as you can understand this is a very disappointing message to receiveI have petitioned your case to our finance team and we will honor our end and waive the remainder of your subscriptionWe legally could have held you to your six month commitment but have treated you fairly and equitablyWe simply ask that you return the favorable treatmentIf you are unwilling to do so, we cannot stop you but ask you to at least consider treating us as we have treated youYou'll see your refund come through within 3-business daysIf it gives you any trouble, please let us knowThanks & all my best, ***”
"reassuring me that they would refund me" and refunding me are two very different thingsThis company seems to think it is acceptable to charge a company almost $3,because they have screwed up billing systems and then can take their time refunding that moneyThere was zero sense of urgency about providing the refundI ultimately was refunded the money but believe this company's practices are deceptive and fraudulent and they only refunded the money because I continued to email and complain and filed a Revdex.com report Regards, [redacted] ***
Hello, Our Finance team sent Mr [redacted] multiple emails from December onwards regarding an ongoing issue of insufficient funds in the account provided to us for payment processingMr [redacted] failed to respond to our Finance team regarding this matter, as well as several attempts made by our Customer Success team to help Mr [redacted] with account support (assisting him with setting up Conversion Tracking on his account)Between December and April 2016, Mr [redacted] received separate correspondences from our Customer Success and Finance teams We received no reply Mr [redacted] finally responded on April 30, 2016, requesting that his account be cancelled Mr [redacted] replied to our Customer Success team’s request to credit his account for April and March bills or he would chargebackWe informed Mr [redacted] that we would be unable to issue a refund, as we did not receive any notice of cancellation prior to April 30, 2016, and that his 6-month commitment (a contractual agreement that began in November 2015, the terms of which Mr [redacted] was aware of at the time the agreement was signed) put his last bill due on 4/10/ We also informed Mr [redacted] that he would not incur any additional charges beyond this pointContrary to his assertions, Mr [redacted] has not been billed since the expiration of his 6-month contract with WordStream, nor have any charges been made against Mr***’s account for any services other than those expressly outlined in the Terms and Conditions of WordStream’s customer contract
We take customer satisfaction very seriously at WordStreamWehave conducted a full internal investigation into this matterMr [redacted] ’Sales Representative asserts that he did not, at any point during hisconversations with Mr [redacted] , say that he could terminate his contract priorto the end of his commitment if he was not satisfied with the resultsWe appreciate that, sometimes, misunderstandings concerningcontractual obligations occurFor this reason, we structure our sales processand our documentation to make the customer’s contractual commitment absolutelyclearWe do not ask customers to sign lengthy documents without having thechance to read them, and we also request that new customers initial specificparts of their contract, including our cancelation policies and the specifiedlength of their commitment, to avoid situations like thisMr [redacted] indicatedhis understanding of these terms by signing and initialing these parts of hiscontract at the time he entered into his agreement with WordStreamDue to the additional steps we take to avoid confusion regardingcustomers’ contractual obligations, and to remain fair to other customers whodo not decide to renew their contracts following the completion of theirspecified commitment, we cannot offer Mr [redacted] a refundWe are very sorrythat Mr [redacted] was dissatisfied with his experience with WordStream, and ouroffer to rectify this situation through other means still stands
Hello,There was a miscommunication with the customer and the issue was brought to our attention when this complaint was submittedWe resolved the issue with the customer and they agreed to remove the complaint.Thanks,***
Hello,Mr [redacted] cancelled WordStream’s services on May 18, Mr [redacted] was made aware that he was in a 12-monthcommitment We have different pricing programs based on commitment lengthand we allow our customers to choose any commitment they feel is right fortheir businessOur contracts are very transparent and clearNo secretsOn June 1, 2015, Mr [redacted] responded to our attempts at contact OnJune 3, 2015, after discussing Mr [redacted] ’s frustrations, we agreed to let himout of his contract commitment (this is something we typically don’t do howeverwe made an exception in the hope that we would amicably part ways with Mr[redacted] ) Due to a billing error, Mr [redacted] was charged on 7/and8/ Mr [redacted] contacted our Customer Success team here at WordStreamabout this error on Wednesday August 12, (around 8PM ET) asking for arefundWe promptly responded to Mr [redacted] on Thursday August 13, andlet him know he’d see his refund come through for July and August in 3-5business daysThe team here at WordStream is also a bit confused by Mr[redacted] ’s claim that we were not responsive as we’ve answered every email in atimely manner (and have the proof to back it up).Again, we’re 100% transparent here at WordStreamWe’re notout to make claims or provide misleading informationWe’re here to helpbusinesses grow and succeed through paid search, simple as thatWe apologizethat our solution wasn’t a good fit for Mr [redacted] ’s business, but our overallintentions are always to help, never deceive
Hello,WordStream has always, and will continue to, put the customer firstWhile our software may not have performed for *** as he had hoped, we truly tried to help understand what was wrong with his accountIn addition, we changed his customer success representative to ensure he was getting the best of the bestEven after this, *** still decided to cancel, which we fully understoodEven though he was still in his month commitment, we did decide to completely let him out due to the issues he was having that we could not resolve in his timeframeNegative reviews affect all of usSince we had already agreed to let him out and refund the money requested, we were taken aback that he decided to write a negative reviewThe first email from [redacted] is not indicative of our process with customersWe do ask customers to remove reviews that we feel were done to get a refund or particular action they seek, however we do not keep an already agreed to refund back for that to happenIn this case, we had already agreed to do what he asked which we felt was fair and asked for equitable treatment on his side, which was, in our opinion, to remove the reviewOne of our final emails to him said, “If you insist on keeping your review up, there is nothing we can do to stop you however as you can understand this is a very disappointing message to receiveI have petitioned your case to our finance team and we will honor our end and waive the remainder of your subscriptionWe legally could have held you to your six month commitment but have treated you fairly and equitablyWe simply ask that you return the favorable treatmentIf you are unwilling to do so, we cannot stop you but ask you to at least consider treating us as we have treated youYou'll see your refund come through within 3-business daysIf it gives you any trouble, please let us knowThanks & all my best, ***”
"reassuring me that they would refund me" and refunding me are two very different thingsThis company seems to think it is acceptable to charge a company almost $3,because they have screwed up billing systems and then can take their time refunding that moneyThere was zero sense of urgency about providing the refundI ultimately was refunded the money but believe this company's practices are deceptive and fraudulent and they only refunded the money because I continued to email and complain and filed a Revdex.com report Regards, [redacted] ***
Hello, Our Finance team sent Mr [redacted] multiple emails from December onwards regarding an ongoing issue of insufficient funds in the account provided to us for payment processingMr [redacted] failed to respond to our Finance team regarding this matter, as well as several attempts made by our Customer Success team to help Mr [redacted] with account support (assisting him with setting up Conversion Tracking on his account)Between December and April 2016, Mr [redacted] received separate correspondences from our Customer Success and Finance teams We received no reply Mr [redacted] finally responded on April 30, 2016, requesting that his account be cancelled Mr [redacted] replied to our Customer Success team’s request to credit his account for April and March bills or he would chargebackWe informed Mr [redacted] that we would be unable to issue a refund, as we did not receive any notice of cancellation prior to April 30, 2016, and that his 6-month commitment (a contractual agreement that began in November 2015, the terms of which Mr [redacted] was aware of at the time the agreement was signed) put his last bill due on 4/10/ We also informed Mr [redacted] that he would not incur any additional charges beyond this pointContrary to his assertions, Mr [redacted] has not been billed since the expiration of his 6-month contract with WordStream, nor have any charges been made against Mr***’s account for any services other than those expressly outlined in the Terms and Conditions of WordStream’s customer contract
We take customer satisfaction very seriously at WordStreamWehave conducted a full internal investigation into this matterMr [redacted] ’Sales Representative asserts that he did not, at any point during hisconversations with Mr [redacted] , say that he could terminate his contract priorto the end of his commitment if he was not satisfied with the resultsWe appreciate that, sometimes, misunderstandings concerningcontractual obligations occurFor this reason, we structure our sales processand our documentation to make the customer’s contractual commitment absolutelyclearWe do not ask customers to sign lengthy documents without having thechance to read them, and we also request that new customers initial specificparts of their contract, including our cancelation policies and the specifiedlength of their commitment, to avoid situations like thisMr [redacted] indicatedhis understanding of these terms by signing and initialing these parts of hiscontract at the time he entered into his agreement with WordStreamDue to the additional steps we take to avoid confusion regardingcustomers’ contractual obligations, and to remain fair to other customers whodo not decide to renew their contracts following the completion of theirspecified commitment, we cannot offer Mr [redacted] a refundWe are very sorrythat Mr [redacted] was dissatisfied with his experience with WordStream, and ouroffer to rectify this situation through other means still stands