Infusionsoft

As of two days ago, the customer and I have spoken, and have come to a resolution.
I am sure that she will respond that the matter can now be closed.
 
Thank you,
 
Jeremy B[redacted]
Director, Customer Success

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]

Upon review of the account charges, I found that there was a system issue that caused the $250 to bill in error, and so have authorized that it be refunded. Customer should see that post to their account within 7-10 business days.
 
Best,
Jeremy B[redacted]
[redacted]...

Customer Success

After reviewing the customers complaints, I have authorized the open balance of $358 to be resolved in good faith, and no further attempt to collect will be necessary. 
 
Let me know if you require anything else from me.
 
  Jeremy B[redacted]
 ...

Director, Customer Success

I have reviewed this case and have closed out the customer's disputed amount owed as resolved. I have notified our A/R team, and no further attempts to collect will be made.Please let me know if you have any other questions.  [redacted]  Sr. Manager, Customer Success

I looked into the customer record and found that the customer had already been charged the second third of her initial Kickstart fee (333.00 on 8/26) prior to my response on 9/12. She was also charged the third and final installment of $333 on 9/20. I was under the understanding that the additional $666 had already been credited out prior to the closing of her account. This was my fault, as I should have confirmed that the account was closed out properly. I have refunded the $666, which she should see post to her account within the next 4-7 business days.

I sent her a follow up email directly as well, to personally apologize.

in refreshing give my computer I think I deleted some e-books I bought and downloaded from businesses that use infusion soft 12. they didn't tell me how to contact them to ask them how to restore the downloads to my computer.

Hello,
 
The email in their system is [redacted] that they use to send us welcome messages and ignoring requests to cancel.
All these people with emails below are well aware of the situation:
 
Scott T[redacted] <s[redacted]>,Mel G[redacted] <[redacted]>,[redacted]Kenneth W[redacted] <[redacted]>
 
They all know really well. They have called my number today and left a message. ###-###-####
 
This is what they send us instead of returning the money: Please have them return the money to the card. They can also contact the email they have been sending welcome messages above
 
Hi,
 
Welcome to Infusionsoft! Your journey with us begins with your Expert Kickstart Coach, Max G[redacted].
 
 
<image001.png> Max G[redacted]
[redacted]
 
Please use the link below to book your first Expert Kickstart call at a time that works best for you. Because Max’s calendar fills up fast, we ask that you schedule as soon as possible.
Click here to schedule your first Expert Kickstart call.
Thank you!
Jeff B[redacted]
New Customer Coordinator

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. Thank you for your help. I have contacted my banking institution to perform the action of canceling the chargeback.  If and when the reverse is completed and the refund completed I will  consider this complaint resolved.

Regards,

[redacted],

Regarding customer [redacted]

After reading Mr. [redacted]’s complaint, I first want to point

out that he has been invoiced a total of $1,898 for the first and only invoice

on March 26th. He paid $832 toward that original invoice and agreed to...

future

payments to pay the balance.

On April 7th of this year, we credited $1,066 of

that original invoice, which was the balance owed. We credited him this amount

because of the issues he was having with his “list”. We did take more time than

he was hoping, to get back to him, but we did, and we got back to him with one

of our best consultants. He also had one of our Loyalty managers giving him

full attention, as well as me, who got involved when he escalated and

complained of the time it was taking to get him his answers.

On April 24th, another credit was issued for $533

and a refund was sent, to cover the consulting portion of the original invoice

that he had made a payment for. Between the two credits, he received full

credit for the entire Kickstart consulting package.

There is only $299 that he paid us from that original invoice

that has not been credited or refunded. This portion of the invoice is for the first

monthly subscription. We will not be refunding this amount at this time as it

does not fit within our terms and conditions that he agreed to at the time of

sale.

He claims that we could not provide answers to his “list” of

items that were reviewed by the sales person, but in fact we have answered to

all of them, and they can all be accomplished. We have outlined how they can

all be accomplished, but the customer wishes to not proceed.

After many emails back and forth, ample time on our part to get

him answers and many suggestions of how to accomplish his list, we feel we have

given everything that is appropriate to resolve the situation, including

crediting and refunding all moneys that were spent and charged regarding the

Kickstart consulting package.

Please let me know if you have additional questions or

concerns

Thanks,