Retina-X Studios, LLC

As stated on the website the [redacted] *** software can only be used to monitor the account holders under age child, or their employee on a [redacted] phone that they own On the website is stated that in order to install the software to use the software to monitor “your under age child” or ‘your employees [redacted] phone that you own,’ the phone is required to have internet access on it throughout the duration of the license period As the description of how the software functions states the software works via the internet access on the phone to retrieve logs informationwithout the internet no logs will be received The month [redacted] Spy license was purchased on Apr 11, 22:51, it expires Apr 11, On May 21, , 14:the customer called our support center requesting technical supportThe note on her account from that call states: “Mrs [redacted] is unable to see sms logs or gps locations from [redacted] I advised her to uninstall and to reinstall [redacted] Spy onto the child, or employees phoneAfter further investigation Mrs [redacted] admits blocking Internet access to device, this is causing problems with [redacted] Spy monitoring her phoneExplained to her that [redacted] Spy needs the internet on the phone as a constant or logs will not be received properly until internet is restoredby *** [redacted] ” On Dec 2:PM, months after the license period began the customer contacted our chat support online requesting a refundShe never requested a refund prior to that date See the chat transcript below Chat started on Saturday, December 06, 2:00:PM (2:00:PM) [redacted] Visitor has joined the chat [redacted] (2:00:PM) Visitor is now known as [redacted] ** (2:00:PM) Visitor has changed their email address to [redacted] (2:00:PM) Visitor 26876187: I would like a full refund of any and all monies spent on trying your product (2:00:PM) [redacted] has joined the chat [redacted] (2:00:PM) ***: Hi there, I'm ***Please give me a moment to go over your question (2:01:PM) ***: May I please have your order number, and the email id with which you made the purchase? (2:02:PM) [redacted] ***: The order number is: The email id is: [redacted] (2:03:PM) ***: Please give me a moment while I look up your account information (2:05:PM) ***: Which platform is the device that you are monitoring? Android, iPhone, etc (2:06:PM) [redacted] ***: iphone 4s (it only worked for a couple of weeks in April) (2:06:PM) ***: Do you have access to your child/employee's smart phone at this time? (2:06:PM) [redacted] ***: No (2:07:PM) [redacted] ***: I do not care to analyze or fix it at this time I would simply like a refund Thank you (2:09:PM) ***: Sorry according to our refund policies, refund is only possible if you face any technical error from our side which can't be fixed (2:09:PM) ***: So please co-operate with us (2:10:PM) [redacted] ***: Tried that already It did not work If you check your records, the person who tried to help me was [redacted] (2:11:PM) ***: Its clearly stated from the previous agent that you have blocked internet access from the monitored device So that was causing the problem (2:11:PM) [redacted] ***: We unblocked the internet service (2:11:PM) ***: That was the case about that time, so we will troubleshoot it this time , don't worry (2:13:PM) ***: Please wait , let me check the previous comments (2:16:PM) [redacted] ***: Thank you It is nice to have your help (2:21:PM) [redacted] ***: Are you still there? (2:25:PM) [redacted] ***: Hello, ***? (2:PM) [redacted] ***: Please respond if you are there (2:29:PM) [redacted] ***: This conversation has been going on for a half hour (2:33:PM) [redacted] has left [redacted] The issue that the customer was experiencing was not a defect of the Mobile Spy software; it was an attribute of the internet on the phone being disabled Because of the nature of digital downloads, to prevent someone from purchasing [redacted] Spy, finding out what they need to know, and then requesting a refund, our refund policy is very strict and refunds are only issued for defective software (Please See Legal Policies for Mobile Spy: [redacted] The year license subscription amount is $the license expires on Apr 11, A prorated refund for the remaining months has been issued in the amount of $ Best Regards, [redacted] [redacted] Retina-X Studios® | Monitoring Software http:// [redacted] / [redacted] Style Definitions */

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

In months she never requested a refund so obviou [redacted] it was working.She basically is requesting an month FREE trial, which we do not offerIt would not take "Months" for the customer to figure out that the software was not functioning up to her expectations.The issue that the customer was experiencing was not a defect of the [redacted] Spy software; it was an attribute of the internet on the phone being disabled Because of the nature of digital downloads, to prevent someone from purchasing [redacted] Spy, finding out what they need to know, and then requesting a refund, our refund policy is very strict and refunds are only issued for defective software (Please See Legal Policies for Mobile Spy: [redacted] "You expres [redacted] acknowledge and agree that use of the Software is at your sole riskExcept for the limited ninety (90) day warranty on the media set forth belowIt is the user's responsibility to stop programs which might block [redacted] Spy on the phone, should this situation arise Due to the fact that the software is a digital good and registration information can not be reclaimed, we do not give refunds for simply changing your mindAll sales are finalLicense period starts at time of purchaseLogs older than thirty days are subject to automatic deletion REX warrants to the original consumer purchaser that the digital media furnished in this product will be free from defects in materials and workmanship under use for a period of ninety (90) days from the date of purchase (as evidenced by your receipt)If the digital media furnished in this product proves to be defective, and provided that the original consumer purchaser returns the media to REX in accordance with the instructions in this paragraph, REX will replace the defective digital media free of charge to the consumer purchaser, if the digital media proves to be defective within the ninety (90) day period following the date of purchase" The year license subscription amount is $the license expires on Apr 11, A prorated refund for the remaining months has been issued in the amount of $ Best Regards, [redacted] [redacted] Retina-X Studios® | Monitoring Software http:// [redacted]

Hi A refund cannot be issued At the point of purchase you provided your digital signature acceptance to the terms, you could not move to the next screen to complete your purchase without reading and checking each boxWe require this to make sure that the proposed customer is well aware of what is required prior to purchase so they will not spend money purchasing software that they cannot useThe terms state: Please See: https://secure.avangate.com/order/checkout.php?PRODS=4615513&QTY=1&CART=1&CARD=2...⇄ PhoneSheriff (License) I have verified that the phone to be monitored is running a compatible operating system[redacted] I agree to the Mobile Spy Legal Requirements and Usage Agreement[redacted] I agree that it’s my responsibility to jailbreak a monitored iPhone prior to installation[redacted] Because of the nature of the PhoneSheriff digital download, to prevent someone from purchasing PhoneSheriff, installing it, finding out what they need to know, and then immediately requesting a refund, our refund policy is very strict and refunds are only issued for defective softwareThe PhoneSheriff software is not defective; your issue is with the jailbreak and that is not a product of Retina-X Studios Per company policy we only issue a refund if our technicians have tried to get PhoneSheriff up and running on your smart phone and their efforts have been unsuccessful, at that point then we would be more than happy to issue you a refund if the software itself proves defective after troubleshooting has occurred by our support teamRefunds are not issued for a change of mindAll sales are final! Please See Legal Policies for PhoneSheriff: Please See- http://www.phonesheriff.com/legal.html There is a "Compatibility" page posted on the web site, (http://www.phonesheriff.com/compatibility.html) so that people who are thinking of purchasing the PhoneSheriff: software will know exactly what smart phone operating systems are COMPATIBLE, how it works, etc to help them decide and be sure that the software will fulfill their needs before they purchase a license The company even offers a day FREE trial that can be used prior to purchase, for the trial no name, billing information or credit card is necessary http://www.phonesheriff.com/trial.html Refund Policy Please see the following wherein is stated, you agreed to this policy http://www.phonesheriff.com/legal.html “As it pertains to jailbreaking an iPhone and/or iPad, Retina-X Studios is not responsible for this process or assisting in this process as it is not a Retina-X Studios product or serviceThe Compatibility page on this website clearly outlines that all iPhones and/or iPads must be jailbroken prior to installation and also, at the point of purchase, the customer agrees to this requirementIt is the customer’s responsibility to jailbreak their iPhone or iPad on their own prior to purchasing the softwareRefunds will not be issued to any customer who is either unable or unwilling to jailbreak their iPhone and/or iPad.” Best Regards, [redacted] Global Director of Support Retina-X Studios® | Monitoring Software http://www.retinax.com http://www.mobile-spy.com www.sniperspy.com / [redacted] Style Definitions */

Hi.You have been issued a refund and so with that there is no
automatic billing enabled for your previous accountYou will not be billed again moving forward.Additionally, we are a technical support center onlyFor any further questions about billing please contact our billing company at the following
24-Hour Shopper Support:
###-###-####
USA / Canada
+
0008
International
+
International
Shopper Support Email:
***

The company does not offer 30% discountsAttached is the link to the PhoneSheriff purchase page. the check out page and there is no 30% discount on itThat is why the 3rd party coupon was not accepted. There is in fact an area to submit a valid coupon, but if it is rejected as invalid then a proposed customer should contact the company who create the coupon with any issues. ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is NOT satisfactory to meAlthough I am very displeased, there doesn't seem to be anything that I can do about itLesson learned I suppose
Regards,
*** ***

Hi,
The customer has been refunded
Customer,, please allow up to hours for the credit to appear back on your method of payment
Best Regards,
*** *** ***
Global
Director of Support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1***7, and find that this resolution is satisfactory to me.
Regards,
***

After fixing the initial problem we had in May, we continued to have trouble obtaining updated information from their site after logging I If I logged in today it would say that there is no phone associated with this account and that I need to renew and purchase a new plan I told them that I do not plan to renew
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Hi,Order reference #3***
Order status:
Refunded
Date placed: December 14, 2014, 17:(GMT-05:00)
Total: -USD
Best Regards, *** *** ***Global Director of Support

We do offer 24/supportDuring the time the customer purchased we were changing officesThe order was previously refunded

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11121222, and find that this resolution is satisfactory to me.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: the chat which *** spy gave you was edited from the original I actually tried many times to contact their company about the problem I was having There was more to it than just Internet access blocked (which we fixed) After that time I was still unable to use the service, or contact customer service.Thank you
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
I spoke to a woman that sounded to be of Indian decent so I don't appreciate being called a liar nowIn addition as I said to Mr *** they can check to see that my license was never launchedHis note of allowing a customer to get what they need doesn't apply because I never activated my licenseFact is I couldn't activate it because my phone is not jail broken and I refuse to do itThey can check and see that the activation was never initiated so there was nothing to "take or steal" as they are outwardly claimingI'm not looking to save $dollars by buying yet another license from a company that seemingly cares only about every dollar from a consumerSince they are outwardly claiming things I will go on record as to say that I don't believe I will ever get a refund once I purchase the second licenseNot the way this company operatesI vehemently reject their response and will keep going as long as I have to on thisI am already contacting other consumer websites about this issue in addition to Revdex.comIt's not the money now it's the principle of a bad company stealing from consumers!I'm only one voice but I'll continue my crusade.Regards,
*** ***
Read More Customer Complaints:
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Revdex.com:
While I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me, I still would like to answer to the last comment that Mr*** *** *** made in his responseFor the record, I have not received the refund yet, which two days ago I was informed should be placed back to my credit card
Mr***, I have Phonesheriff e-mails that are supposed to list the SMS logs, websites visited, received/downloaded photos, etc from the phone being monitoredI also have screen shots for the set up on the account on the monitored phone regarding blocked numbers (which are supposed to be blocked for SMS and calls), blocked websites and alerts (especially profanity alerts). As I feel you believe I am lying, I thought about attaching them here for you to see the mess of most of them, with SMS logs full of rubbish, SMS coming from phone numbers that were supposed to be blocked, and websites accessed that were also supposed to be blocked among other thingsHowever, this is not worth and I have decided not to submit them for privacy.
Yes, after purchasing the license for the very first time, and having some problems with it (if you keep records of customers communications and issues you should be able to determine we had problems with installation and receiving the correct logs), I still kept using it because (1) at least I had some information rather than none, and (2) refund was clearly not an option, as stated in the website. As a patsolution, I had to install an additional app on the phone to finally block the numbers that Phonesheriff was letting go through (I was not successful with websites blocking).
You know the product is not working as advertised, so stop implying your customers are just opportunistic.
I thank the Revdex.com for intervening, because I have discussed these problems and requested a refund directly with customer service, and a refund was strongly denied after the renewal no matter how many times I brought up problems!
Regards,
*** ***

Hi.I apologize for the inconvenience that you have experienced.A refund has been issued, please allow up to hours for the credit to appear back on your method of payment
Best Regards,
[redacted]
Global Director of Support
Retina-X Studios® Monitoring Software

Hi.A refund has been issued.Please allow up to hours for the credit to appear back on your method of payment
","sans-serif">Best Regards,
[redacted]
Global Director of Support
Retina-X Studios® Monitoring Software

Hi.A refund has been issued.Please allow up to hours for the credit to appear back on your method of payment
","sans-serif">Best Regards,
[redacted]
Global Director of Support
Retina-X Studios® Monitoring Software

Hi,
A refund cannot be issued
August 3, the customer purchased a month license for
Mobile Spy as follows:
class="MsoNormalTable" "width:100.0% width="100%" border="0" cellpadding="0" cellspacing="1">
[redacted]
Web
Aug 03, 20:
[redacted]
USD
Finished
x Mobile Spy Premium
Plan (3-Month) Mobile (View subscription)
USD
At the time of purchase she provided her digital signature
accepting the terms, and chose the
option to auto renew the month license upon expirationPlease note* Prior to
the completion of the sale the cart notifies the proposed customer of all items
purchased and options chosenShe agreed to all and her IP address was recorded to this fact
Because she chose the option to auto renew the month
license upon expiration, the license renewal occurred per her request as
follows:
[redacted]
Automatic Billing
Nov 03, 17:
[redacted]
USD
Finished
x Mobile Spy Premium
Plan (3-Month) Mobile (View subscription)
USD
Prior to the software auto renewing the customer was
notified of the auto renewal "times" in writing, sent to the email address
on file provided by the customer as follows:
Oct 19, 20:
A subscription expiration/automatic
renewal notification has been sent to [redacted].[redacted] by
[redacted]
Oct 27, 21:
A subscription expiration/automatic
renewal notification has been sent to [redacted].[redacted] by [redacted]
Because the customer did not contact customer service to disable
the auto renewal prior to, the month license
renewed as follows:
Nov 03, 17:
The subscription [redacted] has been renewed automatically ([redacted])
by [redacted]
After the license was automatically renewed the customer disabled
any future auto renewals by contacting our live chat support weeks later as follows:
Nov 22, 16:
The automatic billing for [redacted] has been stopped by customer [redacted]
Chat started on Saturday, November 22, 4:15:PM
(4:15:PM) Visitor [redacted] has changed their email
address to [redacted].[redacted]
(4:15:PM) [redacted] Visitor [redacted] has joined the chat [redacted]
(4:15:PM) Visitor [redacted]: I cannot get an email to send
me a new password to get into my accountI need to take it off auto pay and
talk to someone about a refund
(4:15:PM) Visitor [redacted] is now known as [redacted]
(4:16:PM) [redacted]: I did not authorize an auto pay
charge to my accountI do not want to continue my service after using my first
months I have already paid for
(4:21:PM) [redacted] has left [redacted]
As previously stated, at the point of purchase she provided
your digital signature acceptance to the terms and company policyShe could
not move on to the next screen to complete her purchase without putting a check
mark in each box
Mobile Spy Basic Plan
I have verified that the phone to be monitored is running a
compatible operating system*
(I agree to the Mobile Spy Legal
Requirements and User Legal Agreement*)
I agree that it's my responsibility to jailbreak a monitored
iPhone/iPad prior to installation*
The Legal Agreement that she agreed to states
[redacted]
AUTOMATIC LICENSE RENEWAL
At the point where you made your Mobile Spy purchase and selected Automatic
Renewal, you hereby agree that you will be automatically billed upon the end of
your license interval that you selected:
Quarterly: every three (3)
months
Semi-Annually: every six (6)
months
Annually: every twelve (12)
months
If at any time, you can cancel your license planWhen this occurs, your
automatic billing license plan will be terminated and your Mobile Spy account
will be disabled effective immediatelyPlease be aware
that once you enter a new license plan billing cycle, refunds will not be given
for that new time period
CANCELING YOUR AUTOMATIC LICENSE RENEWAL
To cancel your automatic license plan renewal, please contact Retina-X Studios
by either submitting a support ticket at
the at the Retina-X Studios Helpdesk
or by chatting live with a support agent on the support page
Please be aware that when you cancel your automatic license plan renewal,
your Mobile Spy account will be disabled at that time from further useIt is
recommended once you cancel your billing license plan to remove Mobile Spy from
all devices associated with your account
Billing cycle expiration: Feb 3,
days from today
Best
Regards,
[redacted]
Retina-X
Studios® | Monitoring Software