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Review 3/9/2011
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This is a post of my submitted complaint against them. You judge for yourself. I find it amusing that they are a "A+" rated company, yet the only review here is a 1-star review, and voices a similar complaint to mine. I will update/change my review if they respond accordingly to my complaint with integrity.
I signed up for a free trial with my credit card, after seeing this company many times through Google searches. I had one particular question that from what I could see, they appeared to have a valid answer for. After signing up and being able to see the answer, it was not relevant to the problem I was having. I immediately tried to cancel my account, but the website convinced me to keep the free trial for a little longer, assuring me that I would be contacted and given the opportunity to cancel before I was charged. I made sure to have my main email address on file with the company, so that I would get the reminder on my main account as well as an e-mail alert on my phone. Apparently, an e-mail titled 'Free Trial Ends Soon" was sent to a junk email account that I have, not the one that my account login was tied to. When I called on the phone, I gave them my junk email account, assuming they could locate me that way. They couldn't find it on file. The e-mail address they had on file with my credit card info, they never tried to contact me on. When I asked for a refund for both months, the woman on the phone politely informed me that they would not do that. I asked her if I had to dispute the previous month with my credit card company, she then informed me that if I did that, she could not give me a refund of any sort. When I inquired if that would be considered blackmail, she laughed and told me it was not. For the record, I have not logged into their site since the trial. My cancellation e-mail, WAS sent to the right address, not my junk mail address.
*** PERSONAL RANT *** I don't understand companies that treat their customers/potential customers this way. If they would have simply said, "Oh I see sir that you haven't even logged in once during your two months of paid service, I guess this was just a mix up, here's your money back", I would have probably signed up again sometime in the future, and they actually would have got some money from me. Or, I would have gladly told people to check there if they need some help, because the site does appear to have some good answers to certain thing. Now, due to all of $12.95, hundreds, if not thousands of potential customers will read this, and think twice about giving them their money. If your company's bottom line is hard up enough to argue over $12.95, you need to adapt your business model to something NOT service-related. It's not the money. Really. I'm not upset over thirteen bucks. I'm upset over the way I was treated.
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