E Merchant Club

We review Mr [redacted]'s complaint and contact him to discuss the matter in further detail. Member may also contact
[redacted] at ###-###-#### Monday - Friday from 6:00AM to 2:30PM Pacific Standard
Time.

E Merchant has a process for cancelling accounts, and if the steps that the member states were completed and there is an oversight on our end, we will be glad to rectify the matter as quickly as possible. Please...

accept our sincere apologies while we try to investigate. Our escalations manager will be contacting ­­­Mrs Bishop. She may also contact F[redacted] at ###-###-#### Monday - Friday from 6:30AM to 2:30PM Pacific Standard Time.

We have reviewed the complaint and feel that Mr. [redacted] is not entitled to any refund due to the fact that he did not cancel his website prior to the 199.00 being deducted. There is a two step process which needs to be taken. Member is to call and send in writing their request to cancel. Per...

our notes Mr. [redacted] did not call in until 07/03/2014 several days after the 199.00 was charged nor did we receive it in writting.  An email is sent out roughly 30 days before letting members know that they are to opt out of the version upgrade and if they do not do so they will be automatically charged. This is also explained to members when they purchase the site. We have canceled the website effective 07/03/2014 per member's request. If Mr [redacted] has any questions regarding this decision he may contact me directly at [redacted] Monday through Friday from 6:00am to 3:00pm Pacific Standard Time.

On June 30th
navy;"> of each year, there is a
standard $199 software update charged to all website accounts, which is
explained to our customers and must be agreed to upon purchasing a website.
This information, including the two-step cancellation process, can be found in
the Membership Rules on our website, and each and every phone call from every
member is recorded for quality purposes to ensure members agree to all terms
and conditions of membership. Per our notes after Ms [redacted] received
notification that her refund request was denied she called back asking for a
supervisor. Her info was sent to a supervisor and she was contacted to discuss
the matter further. Another request was sent and again denied. We do not feel
that Ms [redacted] is entitled to a refund based on our findings and cannot be held
responsible for emails not being checked.

Please accept our sincere apologies while we investigate this matter further. In the meantime, however we canceled Ms Pollocks membership per her request. Ms Pollock can contact our companies Escalation Manager F[redacted] at [redacted] while the complaint is being...

reviewed.

We can verify with recorded phone conversation that this member was
called by an eMerchantClub representative as a courtesy on June 2, 2014, to
inform him that his hosting fee was past due. On that call, the member paid the
late hosting fee and mentioned to the representative that he would like to
cancel his account. The representative informed the member that he cannot
complete the cancelation and cancelling requires a two-step process as outlined
in the membership rules he agreed to upon purchasing his website: a written
cancellation via email and then a phone call to the cancellation department for
final assurance.
 
All calls to our business are recorded and all numbers captured,
even if the call is not answered. In reviewing all calls from June 2, 2014,
through the June 30, 2014, we are unable to locate a call originating from this
member’s phone number to our cancellation department. We also reviewed all
calls from March 1, 2014 ongoing in an effort to located a call or conversation
outside the given date range; we came up with no calls from his number or
regarding his account number.
 
We then spoke with this member and asked him if he could provide
the phone number he called into the cancellation department from, and he said
that he’s out of the country and doesn’t know the phone number he used. Our
cancellation department representatives are bound to an extremely rigid process
to ensure that all members get the same level of professional care, and without
an email cancellation, there would absolutely be no assurance that his account
had been closed.
 
On June 30th of each year, there is a standard $199
software update charged to all website accounts, which is explained to our
customers and must be agreed to upon purchasing a website. This information,
including the two-step cancellation process, can be found in the Membership
Rules on our website, and each and every phone call from every member is
recorded for quality purposes to ensure members agree to all terms and
conditions of membership.
 
On July 3, this member
called in again and asked to cancel his account. Again, he was asked to follow
the two-step process for cancellation. We did not receive a cancellation
request in writing but have cancelled his account in an effort to help him.

E Merchant has a process for cancelling accounts, and if the steps that the member states were completed and there is an oversight on our end, we will be glad to rectify the matter as quickly as possible. Please...

accept our sincere apologies while we try to investigate. Our escalations manager will be contacting ­­­Mrs Soto and Mrs Soto may also contact F[redacted] at ###-###-#### Monday - Friday from 6:30AM to 2:30PM Pacific Standard Time.

I am sorry to hear that D[redacted] was dissatisfied with his purchase that was made three years ago, but it is difficult to understand how this complaint is being lodged now. Mr. T[redacted] became a member of eMerchantClub in March of 2012 and cancelled his website in April 2015....

His reason for cancellation was that he could not afford the standard $29.95 monthly hosting fee, which is the same fee that he has paid monthly for the entire three years he owned his website. His claim of being charged ‘three times’ for a website is provably false; he originally purchased one of eMerchantClub’s smaller online web stores in March 2012 and immediately upgraded to a larger ‘Value Plus’ store the following month (April 2012). Mr. T[redacted]’s Value Plus website is completely customizable, and he has the ability to change widgets, backgrounds, colors or layouts at any time to make his website look exactly the way he wants it to look. Reviewing our detailed documentation, Mr. T[redacted] contacted our Tech Support team many times over the three years he was a business owner with us to receive help and feedback. Based on these chat records and phone calls, Mr. T[redacted] seemed extremely happy with this website throughout his membership. The first notice we received of his dissatisfaction with his online business was when he cancelled his membership and website in April 2015. At that time, we offered an option that allows him to keep his domain name but requires a small domain name transfer fee, which covers the fee our business pays to transfer a domain off of our servers. Mr. T[redacted] declined this offer. As for his claim that he was on hold for 3 hours attempting to contact us, we have reviewed our records for the day he last called into our business. He called on 4/6/2015 (not 6/15/2015 as he stated) and our longest wait time for the entire day was 6 minutes and 11 seconds. We also know that during his call with us, the call was dropped at 9:54am PST but we immediately called him back to resume contact. Mr. T[redacted] did not answer at that time and we left him a message to call us back at his earliest convenience to complete his request. Mr. T[redacted] returned our call that day at 5:52 pm PST and completed contact.We are sorry to lose Mr. T[redacted] as a member, however there was no indication during his three-year membership that he experienced any issues with his website that would warrant a refund.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10146838, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10431018, and find that this resolution is satisfactory to me.
E-Merchant club has refunded us our $59.90 debiting our bank account twice for an account with Emerchant that was closed back in September of 2014.
Regards,
[redacted]

Smart Living Company will contact Mrs Culler to discuss the matter
in further detail. Member may also contact [redacted] at ###-###-####
Monday - Friday from 6:00AM to 2:30PM Pacific Standard Time.

Complaint: 11454521
I am rejecting this response because:
Told that everything would be cancelled and owe nothing, and now it is being sent to collections totaling $228.95. End the business info. No fees owed, cancel service, and wipe the contact information from system.
Regards,
K[redacted]

We have contacted Mrs [redacted] regarding the complaint filed and we are truly sorry for any inconvenience this has caused. Per our investigation Mrs [redacted] is absolutely correct. It has been confirmed the website in question has been canceled.and on 02/04/2015 we refunded the money...

owed. Mrs [redacted] has confirmed refund was received. We will also be taking care of Mrs [redacted]'s annual renewal for 2015 as a courtesy to help get her business started. Mrs [redacted] was happy with the resolution and will continue with her business.

After reviewing our call logs, inbound emails, and notes, this member did begin the cancellation process for his eMerchantClub website, which in entirety is a 2-step process: 1. Email cancellation 2. Call in to confirm cancellation.
 
This member originally sent an email stating he wanted to cancel on September 9th, 2014, and then called our technical support department the same day. During that call, our representative discussed other options and the member decided he wanted to find out about upgrading his website to better meet his needs instead of canceling. After the member expressed an interest in finding out the price for an upgraded website, he was transferred to our marketing department and the cancellation process was abandoned.
 
One of our marketing representatives went over the options available to this member on September 9, 2014, for a bigger website with more features and what that would cost. The member stated that he would have to think it over before making a decision. At that time, our marketing representative reiterated that if the member wanted to cancel his website, he would still need to complete the 2-step process.
 
After some deliberation, he spoke with our marketing representative on September 11, 2014, and said he would not be taking advantage of the offer. Again, the marketing representative told the member that he would still need to complete the two-step process to cancel his current website. The member at that time sent an email to the cancellation department and then called technical support and left a message without speaking to a cancellation representative, which resulted in his website remaining active until the cancellation process was completed.
 
As a courtesy, we will refund this member $29.95 and wish him the best of luck in his future business endeavors.
 
 
 
[redacted]
ESCALATIONS MANAGER
SMART LIVING COMPANY | EMERCHANTCLUB LLC

**-As stated by the Business.
 
The Customer’s response is different than his original complaint, which was that he was charged 3 times for his website purchase. Due to this, we will readdress his claim that eMerchantClub charged him three times for his website.   The Customer’s originally purchased his website on 3/12/12, which was an eMerchantBerryValue v12 website, and we’ve attached the receipt he received upon purchase. Shortly after receiving his eMerchantBerryValue v12 website, he decided to upgrade the features and the size of his website to a BerryValue Plus website. We’ve also attached the receipt for that upgrade, which was purchased on 4/20/12. These two charges, the original website purchase and the upgrade, were agreed to by the Customer’s via a standard verification that was recorded and approved by our quality team. We show no other charges to the Customer for any websites or upgrades. If The Customer believes there was a third charge to his account for a website purchase, we ask that he contact our technical support team and fax in bank documentation so we can be review the claim.   As far as waiting on hold, as stated in our last reply, the longest wait time for the day The Customer called was just over six minutes, which is well below standards for technical support in our industry. We also offer an automatic callback service that allows members to enter their phone number into the system, which holds their place in line and initiates a call-back when the next representative is available. This prevents members from having to sit on hold for any longer than they deem necessary.   The Customer claims he had numerous issues with his website. Upon reviewing all our documentation, it shows that the Customer’s preferred method of contact with our technical support team was via Chat. Looking over these records and the content of each chat session (which we will be happy to provide if necessary) shows that each session was focused on the Customer’s website education, where he was trying to make a change or update to his website and was doing it incorrectly. This type of contact is not uncommon for customers and is why our tech support is available for assistance. In each situation, the Customer was directed how to make each change correctly with step-by-step instructions. Each chat was abruptly ended by the Customer after directions were given to him.   In summary, we believe that The Customer’s claim he was charged three times for a website is not true. If he can provide a bank or credit card statement proving that three charges were made in error, not including his website and upgrade purchase which he agreed to in the receipts we have attached, we will gladly do our best to reconcile the issue.

The Customer  became a Smart Living Company member in May of 2012 on a one-year trial membership. This membership gave her the opportunity to try out a membership with Smart Living Company for a year. At that time, she was also offered and eMerchantClub website that could help her sell the Smart Living Company products she had access to at wholesale prices, and she agreed to become a member of eMerchantClub as well. eMerchantClub is a separate company and does not operate under the same membership conditions as Smart Living Company. In May of 2013, because she did not renew her Smart Living Company membership, her trial membership lapsed and become obsolete. eMerchantClub strives to offer exceptional customer service, including communicating clearly to create the best member experience possible. This includes ensuring our members are aware of the simple two-step process that must be completed in order to cancel their website: 1.) An email statement must be sent to [email protected], and then 2.) A quick phone call to our Cancellation department to verify their identity and confirm their cancellation email was received. This two-step process is in place to protect our members so that their profit-generating websites are not cancelled or deleted without identity verification. The cancellation process is explained to our members when they order their website, and every member must verbally confirm their understanding of the process before we are able to process any new website order. The steps are also clearly defined on our website at www.emerchantclub.com/emerchantclub-membership-rules.html under membership rules. eMerchantClub is a separate company from Smart Living Company, and when the Customer received her website from eMerchantClub she was recorded verbally agreeing to our Terms and Conditions, including the two-step cancellation process.
 
4. Cancellation
 
You may cancel your website or any other eMerchantClub service any time following this two-step process. First, notify sMerchantClub by E-mail of your intent to cancel at car>cel@ennerchantclub,com, and then by verifying your account 'information by contacting us by phone at 877-384-4691 and stating your intent to cancel. For account security, both processes must take place in order to cancel the account.  Any incoming E-mail sent to cancelled or terminated accounts will not be bounced back or forwarded to another account. Everything regarding the website that is stored on our servers may be deleted. Cancellation will not entitle you to a refund or relieve you of your obligation to pay the remaining balance of your account. However, if you cancel within 30 days of purchasing an eMerchantClub website, we may apply the purchase price in vne form of a merchandise credit to your SLC account If you decide to cancel your eMerchantClub website out wish to keep /our domain name, eMerchantClub will release your domain name to you with a S99 processing fee as long as your account s current. If your account is past due, you will be required to pay the outstanding amount along with the $99 processing fee in order to claim the domain name.
  The Customer  has been charged the standard $29.95 monthly hosting fee for her website, which was withdrawn from the account she provided to eMerchantClub upon becoming a member. The Customer first missed hosting payment occurred on October 2, 2014. At that point, eMerchantClub emailed her 3-4 times per month as well as monthly calls to alert her that her hosting payment was past due. The emails include the direct phone number to our hosting department, which she could have called at any time, and also includes information about how to properly cancel a website. We have extensive records of all calls and emails that come into our business, including missed calls. The Customer called once on August 8, 2012, requiring some assistance with her website. The only other call to our company coming from the Customer was on January 13, 2015, when she left a voice message with eMerchantClub stating she wished to cancel her account. Since we require both written notice and verbal confirmation to cancel a website, we then tried to call the Customer to help her complete her cancellation request. The person who answered the phone stated they were not the Customer, and then asked us to not call again and hung up, despite our efforts to explain we were returning a phone call that she initiated. There was no answer when we tried to call back, and we have not been able to speak to the Customer to verify the cancellation request actually came from her. We then sent an email to the Customer in an attempt to contact her and resolve this issue. We have not been able to get in touch with the Customer despite our multiple monthly emails regarding her account, and she has not attempted to contact us. We raise these issues with the Customer’s complaint: ·      While the Customer claims she canceled her website in June of 2013,  we do not have any records of her emailing or calling eMerchantClub until January 13, 2015. ·        The Customer is disputing a total of $449.25, despite agreeing to our terms and conditions upon receiving her website, including the $29.95 hosting fees that are charged every month until the account is canceled. The Customer still has not followed the cancellation procedure that was explained to her over the phone, on our website and in multiple emails that we’ve sent. ·        The Customer  continued to pay monthly hosting fees of $29.95 from June of 2013, when she claims to have canceled her website, until September of 2014. If she had canceled her website properly in June of 2013, all charges would have ceased immediately and she would not have been charged for those 15 months of hosting fees.   Since June of 2012, the Customer ‘s website has been hosted on our server, accessible, and fully functional. While we regret she feels she has been unfairly treated, our company has a simple two-step process that needs to be completed to cancel a website. This matter could have been easily and quickly resolved at any time if she called or email eMerchantClub. In light of her refusal to complete the cancellation process that she agreed to in June of 2012, in good faith we have canceled her account effective immediately. the Customer still has an unpaid balance on her account, which will need to be paid in order for the account to be closed in good standing. We wish her the best of luck in her future endeavors. F. V. ESCALATIONS MANAGER SMART LIVING COMPANY | EMERCHANTCLUB LLC (805) 306-3526 Office (805) 306-3541 Fax

Review: I cancelled my account for (Smart Living Co) my website AffordableLuxuryCo.com with emerchantclub.com on 06/15/2013 by calling customer service & followed up with an email stating I was cancelling my membership. $29.95 a month continued to be taken from my bank account from 07/05/2013 to 09/05/2014. I have repeatedly sent emails requesting stop taking money and to return money taken in error. I finally had to close my bank account to make continued theft stop. I now am receiving emails every month from them stating I owe them money for membership from 10/05/2014 to current. I keep sending the email back requesting emerchantclub.com correct their records to show I am no longer using their service and for them to return the $449.25 to me by check for the money they took from my bank account in error from 07/05/203 to 09/05/2014.Desired Settlement: Return to me by check the $449.25 taken from my bank account from 07/05/2013 to 09/05/2014. Adjust their records to reflect that I do not owe them any monies since I canceled my account with them on 05/15/2013 both by calling them and sending them numerous emails.

Business

Response:

We have received Ms E[redacted] complaint and do look forward to rectifying this issue. We tried contacting her to go over the details; however was only able to leave a message. Ms E[redacted] may contact the escalations manager Fairelynn Villa for assistance at ### ### ####. Monday - Friday from 7:00am to 4:00pm PST. It would also be helpful if Ms E[redacted] has any proof of canceling and or confirmation.

Consumer

Response:

Review: 10615461

I am rejecting this response because: I have spoken with the Escalations Manager by phone after they posted their resaponse. I am forwarding e-mails to them regarding my cancellation of the emerchant website. No solution has been offered as of yet.

Regards,

M[redacted]

Business

Response:

The Customer became a Smart Living Company member in May of 2012 on a one-year trial membership. This membership gave her the opportunity to try out a membership with Smart Living Company for a year. At that time, she was also offered and eMerchantClub website that could help her sell the Smart Living Company products she had access to at wholesale prices, and she agreed to become a member of eMerchantClub as well. eMerchantClub is a separate company and does not operate under the same membership conditions as Smart Living Company. In May of 2013, because she did not renew her Smart Living Company membership, her trial membership lapsed and become obsolete. eMerchantClub strives to offer exceptional customer service, including communicating clearly to create the best member experience possible. This includes ensuring our members are aware of the simple two-step process that must be completed in order to cancel their website: 1.) An email statement must be sent to [email protected], and then 2.) A quick phone call to our Cancellation department to verify their identity and confirm their cancellation email was received. This two-step process is in place to protect our members so that their profit-generating websites are not cancelled or deleted without identity verification. The cancellation process is explained to our members when they order their website, and every member must verbally confirm their understanding of the process before we are able to process any new website order. The steps are also clearly defined on our website at www.emerchantclub.com/emerchantclub-membership-rules.html under membership rules. eMerchantClub is a separate company from Smart Living Company, and when the Customer received her website from eMerchantClub she was recorded verbally agreeing to our Terms and Conditions, including the two-step cancellation process. 4. Cancellation You may cancel your website or any other eMerchantClub service any time following this two-step process. First, notify sMerchantClub by E-mail of your intent to cancel at car>cel@ennerchantclub,com, and then by verifying your account 'information by contacting us by phone at 877-384-4691 and stating your intent to cancel. For account security, both processes must take place in order to cancel the account. Any incoming E-mail sent to cancelled or terminated accounts will not be bounced back or forwarded to another account. Everything regarding the website that is stored on our servers may be deleted. Cancellation will not entitle you to a refund or relieve you of your obligation to pay the remaining balance of your account. However, if you cancel within 30 days of purchasing an eMerchantClub website, we may apply the purchase price in vne form of a merchandise credit to your SLC account If you decide to cancel your eMerchantClub website out wish to keep /our domain name, eMerchantClub will release your domain name to you with a S99 processing fee as long as your account s current. If your account is past due, you will be required to pay the outstanding amount along with the $99 processing fee in order to claim the domain name. The Customer has been charged the standard $29.95 monthly hosting fee for her website, which was withdrawn from the account she provided to eMerchantClub upon becoming a member. The Customer first missed hosting payment occurred on October 2, 2014. At that point, eMerchantClub emailed her 3-4 times per month as well as monthly calls to alert her that her hosting payment was past due. The emails include the direct phone number to our hosting department, which she could have called at any time, and also includes information about how to properly cancel a website. We have extensive records of all calls and emails that come into our business, including missed calls. The Customer called once on August 8, 2012, requiring some assistance with her website. The only other call to our company coming from the Customer was on January 13, 2015, when she left a voice message with eMerchantClub stating she wished to cancel her account. Since we require both written notice and verbal confirmation to cancel a website, we then tried to call the Customer to help her complete her cancellation request. The person who answered the phone stated they were not the Customer, and then asked us to not call again and hung up, despite our efforts to explain we were returning a phone call that she initiated. There was no answer when we tried to call back, and we have not been able to speak to the Customer to verify the cancellation request actually came from her. We then sent an email to the Customer in an attempt to contact her and resolve this issue. We have not been able to get in touch with the Customer despite our multiple monthly emails regarding her account, and she has not attempted to contact us. We raise these issues with the Customer’s complaint: · While the Customer claims she canceled her website in June of 2013, we do not have any records of her emailing or calling eMerchantClub until January 13, 2015. · The Customer is disputing a total of $449.25, despite agreeing to our terms and conditions upon receiving her website, including the $29.95 hosting fees that are charged every month until the account is canceled. The Customer still has not followed the cancellation procedure that was explained to her over the phone, on our website and in multiple emails that we’ve sent. · The Customer continued to pay monthly hosting fees of $29.95 from June of 2013, when she claims to have canceled her website, until September of 2014. If she had canceled her website properly in June of 2013, all charges would have ceased immediately and she would not have been charged for those 15 months of hosting fees. Since June of 2012, the Customer ‘s website has been hosted on our server, accessible, and fully functional. While we regret she feels she has been unfairly treated, our company has a simple two-step process that needs to be completed to cancel a website. This matter could have been easily and quickly resolved at any time if she called or email eMerchantClub. In light of her refusal to complete the cancellation process that she agreed to in June of 2012, in good faith we have canceled her account effective immediately. the Customer still has an unpaid balance on her account, which will need to be paid in order for the account to be closed in good standing. We wish her the best of luck in her future endeavors. F. V. ESCALATIONS MANAGER SMART LIVING COMPANY | EMERCHANTCLUB LLC (805) 306-3526 Office (805) 306-3541 Fax

Review: They charged me 3 times for a super bad website. I paid about 600.00 for a website that is not even mobile optimized.and then I had to pay a crazy monthly fee. Then after I originally bought my my domain name they tried making me pay for the rights.and I was on hold with them for 3 hours . And didn't even get the questions answered.Desired Settlement: I would like a full refund from when I started using them because they did nothen that they where intended to do.

Business

Response:

I am sorry to hear that D[redacted] was dissatisfied with his purchase that was made three years ago, but it is difficult to understand how this complaint is being lodged now. Mr. T[redacted] became a member of eMerchantClub in March of 2012 and cancelled his website in April 2015. His reason for cancellation was that he could not afford the standard $29.95 monthly hosting fee, which is the same fee that he has paid monthly for the entire three years he owned his website. His claim of being charged ‘three times’ for a website is provably false; he originally purchased one of eMerchantClub’s smaller online web stores in March 2012 and immediately upgraded to a larger ‘Value Plus’ store the following month (April 2012). Mr. T[redacted]’s Value Plus website is completely customizable, and he has the ability to change widgets, backgrounds, colors or layouts at any time to make his website look exactly the way he wants it to look. Reviewing our detailed documentation, Mr. T[redacted] contacted our Tech Support team many times over the three years he was a business owner with us to receive help and feedback. Based on these chat records and phone calls, Mr. T[redacted] seemed extremely happy with this website throughout his membership. The first notice we received of his dissatisfaction with his online business was when he cancelled his membership and website in April 2015. At that time, we offered an option that allows him to keep his domain name but requires a small domain name transfer fee, which covers the fee our business pays to transfer a domain off of our servers. Mr. T[redacted] declined this offer. As for his claim that he was on hold for 3 hours attempting to contact us, we have reviewed our records for the day he last called into our business. He called on 4/6/2015 (not 6/15/2015 as he stated) and our longest wait time for the entire day was 6 minutes and 11 seconds. We also know that during his call with us, the call was dropped at 9:54am PST but we immediately called him back to resume contact. Mr. T[redacted] did not answer at that time and we left him a message to call us back at his earliest convenience to complete his request. Mr. T[redacted] returned our call that day at 5:52 pm PST and completed contact.We are sorry to lose Mr. T[redacted] as a member, however there was no indication during his three-year membership that he experienced any issues with his website that would warrant a refund.

Consumer

Response:

Review: 10671407

I am rejecting this response because: I have stated numerous times about the issues with my website. And about the issues with my hold time involving them. I have stated as well that the reason why I did not seem mad about the calls is because I was trying too keep myself professional.

Regards,

[redacted]

Business

Response:

**-As stated by the Business. The Customer’s response is different than his original complaint, which was that he was charged 3 times for his website purchase. Due to this, we will readdress his claim that eMerchantClub charged him three times for his website. The Customer’s originally purchased his website on 3/12/12, which was an eMerchantBerryValue v12 website, and we’ve attached the receipt he received upon purchase. Shortly after receiving his eMerchantBerryValue v12 website, he decided to upgrade the features and the size of his website to a BerryValue Plus website. We’ve also attached the receipt for that upgrade, which was purchased on 4/20/12. These two charges, the original website purchase and the upgrade, were agreed to by the Customer’s via a standard verification that was recorded and approved by our quality team. We show no other charges to the Customer for any websites or upgrades. If The Customer believes there was a third charge to his account for a website purchase, we ask that he contact our technical support team and fax in bank documentation so we can be review the claim. As far as waiting on hold, as stated in our last reply, the longest wait time for the day The Customer called was just over six minutes, which is well below standards for technical support in our industry. We also offer an automatic callback service that allows members to enter their phone number into the system, which holds their place in line and initiates a call-back when the next representative is available. This prevents members from having to sit on hold for any longer than they deem necessary. The Customer claims he had numerous issues with his website. Upon reviewing all our documentation, it shows that the Customer’s preferred method of contact with our technical support team was via Chat. Looking over these records and the content of each chat session (which we will be happy to provide if necessary) shows that each session was focused on the Customer’s website education, where he was trying to make a change or update to his website and was doing it incorrectly. This type of contact is not uncommon for customers and is why our tech support is available for assistance. In each situation, the Customer was directed how to make each change correctly with step-by-step instructions. Each chat was abruptly ended by the Customer after directions were given to him. In summary, we believe that The Customer’s claim he was charged three times for a website is not true. If he can provide a bank or credit card statement proving that three charges were made in error, not including his website and upgrade purchase which he agreed to in the receipts we have attached, we will gladly do our best to reconcile the issue.

Review: I Spent a day and half trying to contact them to cancel services with them and they refused to help me. I called and left several messages with their cancellation department and never recieved a call back. I talked to 3 people in another department and none of them even attempted to help me. the last person I spoke with raised his voice at me and still refused to help me.Desired Settlement: I just want to cancel my services as soon as possible. I would also like to see them change their system so no one else has to go through this.

Business

Response:

We regret that Mr. G[redacted] experienced issues while attempting to contact our Technical Support team. Each year on June 30th our standard Software Update is applied to all of our members’ accounts, which results in an overwhelming amount of phone calls to our Technical Support team in the following days, which fell on July 1 through 3 of this year. Since Mr. G[redacted] called on July 2, he experienced that massive call que and disruption in our otherwise quick response to members.As a courtesy, we will refund Mr. G[redacted] the $29.95 hosting fee his account was charged for the month of July, since we believe he acted in good faith to cancel his website in the appropriate manner. We regret the delay, and wish Mr. G[redacted] the best in his future endeavors.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10698669, and find that this resolution is satisfactory to me.

Regards,

[redacted]

Review: I have decided to cancel my membership and delete my website. There is a two step cancellation process outlined in Section 4 of the Membership Rules. The first step is to send an e-mail to the cancellation address and the second step is to call the cancellation department at ###-###-####, option 3.I sent the cancellation e-mail on July 1, 2015 with no response. It was delivered.I have been attempting to complete the second step which is calling. I have called daily during e-merchant's hours of operation and never get an answer. I leave the required number and no one calls back, even though the message states someone will call back "shortly".The membership cannot be cancelled until both these steps are completed. If they never call back, then the membership is not cancelled and they can keep charging for the website. I find this to be deceitful at best, maybe even illegal.I want my membership cancelled ASAP. My membership number is 26809616 and associated with the e-mail address [redacted]@yahoo.comThank you for your prompt help with this matter.Sincerely,K[redacted]Desired Settlement: I want my membership cancelled immediately with confirmation of the cancellation from e-merchant.

Business

Response:

Please accept our sincere apologies while we investigate this matter further. In the meantime, however we canceled Ms Pollocks membership per her request. Ms Pollock can contact our companies Escalation Manager F[redacted] at [redacted] while the complaint is being reviewed.