E Merchant Club

Review: On September 12,2014, I called eMerchantclub and asked that my website that I have started about six weeks earlier be cancelled. I felt that the merchandise offered for me to sell was low quality and too expensive. I was told that I muse send an email stating this desire and ALSO must call technical support to make the same request. I sent the email on September 12, 2014 and also called technical support the same day. After over 30 minutes of saying "no" to high-pressure attempts to get me to stay, the tech finally said that the account would be cancelled and I will not be billed further. On October 6, 2014 eMerchantClub drafted $29.95 from my bank account. I called and they told me even though I had sent the email requesting the cancellation, I had not called Technical Support and they would not refund the $29.95. It is a shame that a company with an A+ rating with the Revdex.com feel that they must tell untruths in order to make an extra $29.95.Desired Settlement: I will settle for a refund of the $29.95 which was drafted on October 6, 2014 and a written statement that my account has been cancelled and no further money would be drafted from my account.

Business

Response:

Please be advised that Mr [redacted]'s complaint is being investigated and E Merchant will contact Mr [redacted] to discuss the matter

in further detail. Member may also contact [redacted] at ###-###-####

Monday - Friday from 6:00 AM to 2:30 PM Pacific Standard Time.

Consumer

Response:

I am still waiting for the response promised by the company

Regards,

Business

Response:

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.

ESCALATIONS MANAGER

SMART LIVING COMPANY | EMERCHANTCLUB LLC

Review: I was a member of Smart Living Company, an online merchant program for working at home. Smart Living told me one of the benefits of working with them was that you got a website to help you sell your products. This website came with a monthly fee and a Smart Living Associate sold me the web package. I was not informed of cancellation policies when agreeing to purchase the website. I upgraded the website and was spending $30/month roughly to keep it activated. A Smart Living representative is the one who signed me up for web services. I cancelled my membership to Smart Living and thought the website would be deactivated. I was duped into thinking that eMerchant was a service of my Smart Living membership. eMerchant was always blowing up my phone with sales pitches, so when they called, I often ignored the phone. They left a couple messages, but didn't state what the call was regarding. I started receiving emails about past dues for the website. The first couple months, I thought it was an error and that their records had not been updated. Upon realizing that the website was not cancelled, I contacted the tech team numerous times over months to find out how to cancel the website. No one ever responded. Finally, I called them and they said I needed to send in a written confirmation of cancellation as well as a call back to cancel verbally. I did this. When I called back, no one answered and I left a message. I received an email stating that they received my call and someone would call me back. No one did. I am still getting messages of non-payment and now threats to send my account to collections. I have not used this website in over a year, so I never updated my payment information. Most web hosting companies would just shut down your site if they weren't receiving payment. Their collection threats have me steamed and I feel I was duped in the first place by working with two separate companies.Desired Settlement: I want them to waive the past fees for my account and shut down my website. There was no disclaimer upon purchasing this service that it was a separate company than the one I purchase the website from or that I had to notify them in two ways in order to cancel their services. I don't feel I should have to pay past fees for services I wasn't using and didn't want, especially since I thought I had already cancelled it.

Business

Response:

The consumer will need to contact [redacted] at ###-###-#### Monday

- Friday from 6:00 AM to 2:30 PM Pacific Standard Time to discuss the matter in

detail as well as come up with a possible resolution.

Business

Response:

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.

Consumer

Response:

Review: 9977083

I am rejecting this response because:

[redacted] called me and I was unavailable to answer the call. I called her back the next morning and I got her voice mail and left a message. I called again later that same day (Wednesday of last week) and got the voice mail again, but did not leave a second message. I have not heard back from her. It doesn't seem they are eager to resolve this matter.

Regards,

Review: I have tried to cancel my account. I received a phone call saying that my host fee was late. I told the rep to cancel my account. I made one more payment over the phone at that time. He gave me a phone number to call to cancel. I called the number, and the rep told me the account was closed, that I didn't owe anything. I receive an email saying that the fee was late. I responded to the email saying I have asked for it to be closed. Now I have been charged $199.00. I called again and was told there was nothing they could do. I was offered a plan to pay back over time, but I shouldn't owe anything. The rep said he would file a complaint. I receive an email saying that I can't have a refund. Who's fault is it that my account was not closed. I followed directions to do the right thing.Desired Settlement: I want a refund of my $199.00

Business

Response:

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.

Consumer

Response:

Review: 10118716

I am rejecting this response because: As I stated, I called long before This charge for a monthly charge. I told the rep at that time that the account should be closed. The rep gave me a phone number to call. I called the number to discuss the issue. The rep that I talked to told me that the account was closed. This was a couple of months before I was charged $199. The next contact that I had with emerchant club was the charge. I also recieved an email the other day saying that I owe more money for monthly services. I did pay that to because the email was threating to send the charge to collections. Emerchant club already drew $199 out of my account, they would send this to collections as well and cost me $200 more along with dropping my credit score. Emerchant Club has "lost" any communications that I had with the company before the $199 charge. I do have the email that was sent to me, along with my reply.

RE: eMerchantClub Account: xxxxxxxxx

Website: xxxxxxxx

Just a short note to let you know that your Monthly Hosting Fee has not been paid for the current month. We value your business and wish to keep you as a member in good standing, so please contact us at ###-###-#### to make a hosting claim and keep your account current.

If you have already contacted us with the updated payment information, please disregard this notice.

Respectfully,

Customer Service

eMerchantClub LLC

[redacted]Please do not delete any part of this message when replying as it may be used in the tracking and resolution of this issue.[redacted]

This is the email that I recieved. I also responded to it saying that I requested it to be closed. I was told by the rep that I talked to the other day about it. He told me that the email was computer generated, that nobody reads the replys. Well, why have the [redacted]Please do not delete any part of this message when replying as it may be used in the tracking and resolution of this issue.[redacted] for? Does not make sense, unless Emerchant company was hoping that I would delet this email. Does Emerchant club have records of sending this? I did "x" out my account number and business name.

Regards,

Business

Response:

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.

Review: March 1, 2014 I spoke with Hope from Emerchant Club. She went over some websites with me. The first one was too expensive for me. I told her I will continue using the one I am building. She said well I have another one. Normally 199.95. She would give it to me for $29.95 and she would upgrade my SLC membership to the enterprise for free. She said even if I were to cancel my website my SLC membership would remain the enterprise. I tried the website. It was available on the 20th. I tried it out and it was not what I needed. I need multi tier affiliate program. I emailed to cancel my website with Emerchant club. The guy was a bit rude and could not understand why I would cancel. I explained it was not what I was looking for and I explained what I needed. He said it would be cancelled when I sent the email in because it is a two step process. I emailed. A day or so later I got an email from someone saying they were trying to reach me about canceling my website. I called. He too was a bit rude because I was cancelling. It did however get cancelled on April 7th. Meanwhile I had been placing orders with SLC at the enterprise level. On 4/9 I tried to place an order and it was going to charge me full retail. I called. They said it was cancelled when my website was cancelled. I explained that it was not suppose to be. They said to contact Emerchant Club. I called Hope- got voicemail and left a message. She called me on 4/10 and said she does not know how that happened and would get it taken care of. She said she sent an email to someone. She later called and said since I cancelled my website they put me back to the buyers club. I reminded her what she said and what the receipt said. She said I had to call tech support. They verified she DID say I would get to keep my enterprise membership but she gave untrue information and they cannot do anything about it. I asked why because they even listened to the recording of her saying that. The lady was going to speak to the PresidentDesired Settlement: I just want the Enterprise membership I knew I was receiving. They have the recording verifying I am telling the truth. I have the receipt showing the membership of $479.40 being discounted to $0 and the website being discounted to $29.95

Review: I call Emerchant club about a website plan that I have bought though them Friday and they said they have it going Monday by 10:30 I waited all day Monday and Tuesday I still couldn't get into this website and when I called them back they were working on it they said by in about 2 hrs I would be able to set the website up and I still cant get into it.Desired Settlement: I would like a refund of my money and 5 months free due to I feel like they lied to me and have broken their promises..

Business

Response:

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.

Review: I asked as of March 26, 2014 to have my entire Smartliving company account cancelled including my website and the person that I spoke to at Smartliving told me that everything had been taken care of. I then called the person that I spoke with to start my account, [redacted], and he said that I needed to speak with eMerchant Club to cancel. I then called them and left a message at the cancellation department 3 times before getting a call at an inappropriate time of day on the East coast. I have asked them for a refund and it was declined.Desired Settlement: I am asking that the $29.95 be sent to me by check along with a letter from the CEO for this to be resolved. This is the only acceptable resolution.

Business

Response:

We are reviewing Mr D[redacted]'s complaint and account. E Merchant will contact Mr D[redacted] to discuss the matter in further detail. Member may also contact [redacted] at ###-###-####

Monday - Friday from 6:00AM to 2:30PM Pacific Standard Time.

Review: Annual upgrade fee of $199.00 charged to my checking account on 07/02/2014. Have been in contact with tech support for company have been refused the opportunity to speak with a supervisor about charges and request for a refund. Asked also along with request for cancellation to have a supervisor return a call to me to further discuss the matter but no return call. Filed a claim 07/07/2014 with representative Rafael case #CA[redacted]11 was emailed denial on 07/08/2014. Never received the notification which could possibly gone to spam mail which is too numerous to go through. As a result of my account being charged I incurred an over draft fee had I been aware of these impending charges I would have had sufficient funds in the account.Desired Settlement: Would like to receive a full refund of my $199.00.

Business

Response:

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. 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.

Review: My domestic partner Gary Compton passed away on 2-22-i have contacted emerchant club to cancel this service and to receive a refund on overpaymentsI have sent emails requesting the refund however was told that member may cancel the emerchantclubs service at anytime however cancellation will not entitle the member to refund for fess charged prior to cancellation or relieve the ember of the their obligation to pay the remaining balance of the account no matter what the circumstance where.While I can certainly understand if I was requesting to cancel this service due to no longer wanting their services however this was a life changing eventThe member passed away and is no longer in need of any services they offerThe emails have expressed sympathy for my partners death however the outcome has not changedHow can they in good conscience keep the monies paid when the member is deceased? Also I was told in an email that they did not receive notice to cancel your website until after the billing cycle for which you request a refundDealing with a sudden death cancelling this product was not on the priority list.I think they are a scam company and is certainly a way of making moneyThank you for your effort in trying to get this matter resolvedThank youDesired Settlement: Would like refund of money made for this service from 2-22-going foward
Business
Response:
The consumer will need to contact Fairelynn Villa at ###-###-#### Monday - Friday from 6:00AM to 2:30PM Pacific Standard Time to discuss the matter in detail as well as come up with a possible resolution

Review: Company has emailed me about hosting fees I owe.I had called once before to confirm and the company told me they have been charging my credit card for over a Year. I don't understand why they would CHARGE my credit card and allow the bill to grow with our getting in touch with me. The company that I was first with the website, it sold to another company. Now this new company took over billing.I think the new company lost my information, therefore, not contacting me in an acceptable time frame. I would like for the company to stop charging, and let's settle with a payment agreement. The company does not have to threaten me by telling me they will send the bill to collection.Desired Settlement: I would like for the company to stop charging and extending the charges with out my consent.They have been charging and to find out they have been charging an expired credit card.If they company would have notified me by a notice, like they recently have, I would have known I owe a bill, but apparently this company did not take the time to bill me until the amount owed was A HUGE AMOUNT.

Business

Response:

The consumer will need to contact F[redacted] V[redacted] at ###-###-#### Monday - Friday from 6:00AM to 2:30PM Pacific Standard Time to discuss the matter in detail.

Review: Our account was closed in September of 2014 on January 26,2015 and Feb 2,2015 the charged our bank account $29.95 causing us an overdraft fee for checks we had out last week,and trusting this matter was taken care of effectively so we paid our bills this week with checks,to discover this morning that E-Merchant Club once again took money from our account rather than refunding our account as expected.Desired Settlement: We want a full refund of $59.90 since they charged us $29.95 twice as well as $36.00 to reimburse our overdraft fee.

Business

Response:

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.

Consumer

Response:

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,

Review: I signed up for a FREE website back in May of this year. I was going to upgrade it to a PAID site, called a PRO site, but decided not to. I called their representative [redacted], ###-###-####, m[redacted]@eMerchantClub.com, in early June to tell him of my decision to NOT upgrade the site, and asked him to stop the FREE site. I thought that was the end of the matter until I RECENTLY started getting emails from some other emerchantclub representative, named Hope. They were trying to get almost $90 from me for "hosting fees" for a site that was supposed to be shut down back in early June. I called them about this today and was told FOR THE FIRST TIME, that I still owe them for the hosting fees even though I don't use the website. Then I was told that they supposedly told me this back in June. That is a lie. If I had been told that more steps were needed to shut the website down, why would I call Mr. [redacted] back in June to have HIM shut it down. Ms. Hope told me earlier today that Mr. [redacted] isn't capable of shutting down a website, which he neglected to tell me back in June. He DID tell me TODAY that I have to go through a series of steps to shut it down, which he says can be found on their website. Had he told me this back in early June, this wouldn't be an issue right now. I am left wondering how many others this has happened to without them reporting it......Desired Settlement: All I want is for the this service with them to be cancelled and for them to remove the $90 they say I owe them. I will do whatever I can today to go to their website and follow the plans to stop this website, but there still remains the $90 bill they claim I owe them. I do not feel as though I owe them. I have not used that website whatsoever, nor did I plan on using it after I told Mr. Carvajal to shut it down. I WOULD have shutdown the site myself if he had told me it was needed...

Business

Response:

The complaint is being reserched and E-Merchant will contact the

consumer to discuss the matter in further detail. Member may also contact

Fairelynn Villa at ###-###-#### Monday - Friday from 6:00AM to 2:30PM Pacific Standard

Time.

Consumer

Response:

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,