I signed up for their membership and annual service on 12/24/12 and was charged a one time fee of $1,497 and the monthly fee, paid for the entire year of 2013 for a total of 239.88.
After a couple of days of thinking about this service I realized that is not what I needed since there is no person-to-person support, so I submitted a written request to cancel my service as required and within the 3 business days requirement to get a full refund.
The day after I sent my notice, I receved an email stating that someone would call me from that company to talk about the cancelltion within the next 48 business hours.
Three days later no one had called me so I sent another email to my original rep and to all the emails I had from them (agreement@1800accountant, customerservice@1800accountant, support@1800accountant and billling@1800accountant). All emails were returned as undeliverable (even though they are shown in communications as emails to directly contact those departments. The email for my account rep and for billing did go through.
A couple of days later I got two refund confirmations for the two transactions. However, it was incorrect because they were charging me a 15% fee, which they charge to cancelations outisde the 3-day business period, a fee that didnt apply to me because I canceled the first business day after I signed up the agreement.
Five days ago, the full refund for the smaller payment of $239.88 was posted in my account but nothing on the bigger transaction of $1,497. Even though I have sent emails and called, no one seems to care that this gets resolved. Emails are ignored, I am asked to wait for a communication when I call. So basically there is no one to talk to.
Yesterday I sent an email again to the company and included the emails of the President, Howard Kass, at hk@1800accountant
and also the VP of Operations,Bert Seither , at firstname.lastname@example.org
and included the same information and a status for my refund. As of yet no one has bothered to contact me to find out what the issue is. That tells me right away the indifference and disregard they have for the customer. Even the higher ups are ignoring the issue.
When a company doesnt answer their emails and keep referring the customers tto just wait for someone to call when you call them directly, it is a red sign of the type of customer service one would get. I am glad I canceled on time, but just the fact that they go out of the way to now issue a refund that is clearly owed as per the contract, makes me wonder how many others they have cheated out of their hard-earned money and those innocent individuals didnt even realize it, or they thought complaining about it would not do anything good.
I disagree with that. With the power of Internet and Social Media, all these irresponsible, unethical companies are exposes and consumers know beforehand what they should expect from them.