• Report: #70046

Complaint Review: Ascentive.com

  • Submitted: Fri, October 24, 2003
  • Updated: Mon, October 27, 2003

  • Reported By:Titusville Florida
201 Spring Garden St. Philadelphia, Pennsylvania U.S.A.

Ascentive.com Downloaded lastnight, cancelled today and they already charged my card, 30 day free trial is a lie. MARTIN from ascentive rebuttal this! Philadelphia Pennsylvania

*UPDATE Employee: She was not charged for her subscription

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I downloaded the "Active Speed" lastnight (October 23,2003) and cancelled today (Oct. 24th 2003). It took me FOREVER (almost 4 hours) to find the cancellation form (they hide it). If you want to cancel the web address is www.ascentive.com/support/new/cancelform2.phtml

They just sent me an e-mail saying my service was cancelled and that my card was not charged any RECENT charges for the services (see pasted e-mail below). I had this 30 day FREE trial for ONE day and they already put charges onto my account.

This 30 day FREE trial shouldn't have been charged AT ALL until my 30 days was up. There is NO refund form on their website AT ALL to be found. I WANT MY MONEY BACK AND DO NOT CHARGE MY CARD ANYMORE!!!!! I called the credit card company this morning, and there was a charge of 4.95 from Ascentive, I'm waiting for the 39.95 to show up any day.

I can't wait to see the link they give for the refund form (if I'm lucky), if it's like trying to find the cancellation form I better take some No-Doz and prepare to stay up all day and night to search and read the fine print.

(Here is the e-mail they sent me)

Subscriber@ascentive.com wrote: Hi,

Your service has been cancelled as per your request with no recent subscription charge to your card from this service. Thanks again for using Ascentive's software, although I'm sorry to hear it did not work out
for you at this time.

You are not required to remove the subscription program as you will no longer be able to log in. You may however use it to obtain a new subscription in the future or to find other information about Ascentive.

For instructions on removing software from your system, please see our support page : ascentive.com/support/new/guides_remove.phtml

If you have any problems with this procedure, contact Microsoft or your computer manufacturer for support.

Subscriber Priority Desk

-----Original Message-----
Cancellation sent on Fri, Oct 24, 2003 10:59 AM

I'm keeping all copies of e-mails to and from this company and sending it my credit card company (I'm sure they will find the above e-mail interesting saying they didn't charge my account) and also to the Better Business Buraeu.

Martin you write these people over and over saying they didn't cancel in time....I downloaded it last night and am cancelling one day later, what is your excuse going to be for me not to get my refund. I bet you will even deny the company put charges on my card. I'm warning everyone about your company and your scam...you should be ashamed of yourself. You must be very desperate for a job, either that or you have no ethics. SHAME ON YOUR COMPANY!!!!! REBUTTAL THIS MARTIN FROM ASCENTIVE!!!!

Titusville, Florida

This report was posted on Ripoff Report on 10/24/2003 07:02 PM and is a permanent record located here: http://www.ripoffreport.com/r/Ascentivecom/Philadelphia-Pennsylvania-19123/Ascentivecom-Downloaded-lastnight-cancelled-today-and-they-already-charged-my-card-30-d-70046. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

She was not charged for her subscription

AUTHOR: Martin - (U.S.A.)

The $4.95 charge that this customer is referring to is for our Extended Download Service, a completely optional service that the customer may add to their order which allows the customer 1 year of free replacement downloads for their software, otherwise the customer may only re-download for up to 60 days from date of sign up). This charge is 100% optional and the customer is not required to purchase this additional service. To add this service to their order, the customer must check a box on the order page (the box is NOT checked unless the customer manually does so) that states: "3. Check here to add Extended Download Service to your order:
[Check Box] Please protect all software in my order for just $4.95, a one-time fee that covers all software included in this order. By enrolling in this program, I gain the peace-of-mind that online replacement copies of my software will be available from Ascentive free of charge for one year, beginning with my purchase date. Details, Terms & Conditions [Clickable link to: http://www.ascentive.com/download/EDS.html]."

The customer is confusing her trial and the Extended Download Service as the same thing. It is not. Her trial was 100% free and she was not charged. Again, the Extended Download Service is a totally separate service for which she was charged because she chose to order the service.

In the terms and conditions it CLEARLY states the following:

1) What is the benefit of this service?

Software can be lost or damaged due to many different reasons: hard drive crash, reformatting, or virus. As long as your service is current, you simply need to contact Ascentive and we will send you a replacement for any software that you have covered with this service.

2) Do I have to purchase this service?

No, you do not. However, in the event that you ever lose your software due to a hard disk failure, a virus or any other reason, if you have not purchased the Extended Download Service you will be required to pay the current price to replace your software.

3) If I do not order this at the time of purchase, can I add it later?

No. This service must be purchased at the same time as the software you wish to cover.

4) What software does this service protect?

When you place your order, if you choose to add the Extended Download Service, all items in that same order are covered. Should you choose to purchase additional software at a later date, you will need to purchase a separate Extended Download Service to cover that software. Unlike most other companies, the Extended Download service covers all software ordered at the same time as this purchase. This means that whether you ordered 1 program or 100 programs, as long as the Extended Download Service is added to your order, all of the programs in that order are covered.

5) How many times can I receive replacements?

Most companies limit your downloads to a set number (usually 2 or 3 per term). Ascentive, however, offers no limit. As long as your service is up to date, you may contact us to redownload your software as many times as needed.

6) When will the Extended Download Service be charged to my credit card?

The charge for the Extended Download Service is charged to your credit card at the time you submit your order.

7) I ordered a subscription with a free trial. Will I still be charged for the Extended Download Service when I submit the order?

Yes. Because the Extended Download Service is a different service from your free trial, it is charged at the time you place your order. Your trial will still remain free until the end of the trial period. You will only be charged for the Extended Download Service at the time of your order.

8) Does this mean that I will get a CD ROM mailed to me via postal mail?

No. The Extended Download Service is just that, it extends the amount of time you may download / re-download your software (1 year per paid term). At this time, Ascentive does not offer CD versions of our software. Our software is only available via download from our web site.
Terms and Conditions


MODIFICATION OF THESE TERMS OF USE: Ascentive reserves the right to change the terms, conditions, and notices under which Ascentive services are offered. You are responsible for regularly reviewing these terms and conditions and additional terms posted on particular websites. Your continued use of Ascentive software constitutes your agreement to all such terms, conditions, and notices.

1. Service: Upon payment of fee for this service, Ascentive LLC agrees to provide you (the "End User") with copies of software purchased in combination with the Extended Download Service ("EDS") for the length of time that the End User has paid for this service.

2. Coverage: Only software purchased in combination with EDS will be covered. Software and EDS must be ordered at the same time. EDS may not be purchased separately or at a later date.

3. Renewal: EDS is good for one year from date of purchase. End User is responsible for keeping EDS current.

4. Receiving Replacement Downloads: If at any time the End User need to acquire a copy of their software for download, for any reason, please contact Ascentive LLC via our web site at: http://www.ascentive.com. As soon as Ascentive LLC processes the request, the End User will be supplied with all information to redownload their software.

5. Refunds: EDS is non-refundable. Regardless if the software that was ordered with EDS is refunded, once paid, EDS will not be refunded for any reason.

6. Upgrades: EDS does not cover upgrades. End User will only be provided with the version of software that they purchased not upgraded versions of software.

7. Disclaimer: Under no circumstances and under no legal theory, whether tort, contract, or otherwise, shall licensor or its suppliers or resellers be liable to you or any other person for any indirect, special, incidental, or consequential damages of any character including, without limitation, damages for loss of goodwill, work stoppage, computer failure or malfunction, or any and all other commercial damages or losses. In no event will licensor be liable for any damages in excess of the amount licensor received from you for a license to the software, even if licensor shall have been informed of the possibility of such damages, or for any claim by any third party. This limitation of liability shall not apply to liability for death or personal injury resulting from licensor's negligence to the extent applicable law prohibits such limitation. Some jurisdictions do not allow the exclusion or limitation of incidental or consequential damages, so this exclusion and limitation may not apply to you.


Again, this customer freely chose to add this service to her order. We did not force her to add this service to her order.

As for not being able to cancel, on the first page of our support site we have a link titled "Information on Canceling."

We are sorry, but this customer was made well aware that this was an optional charge, the charge was non-refundable for any reason and that regardless if she purchased a subscription with a free trial that this charge was put on her card immediately.

Again, as for her trial, it was 100% free and she was not charged for her trial. She was charged for the Extended Download Service, that she chose to add to her order, only.

As for being unable to cancel, we have an email link on every page of our support site to contact us if she was unable to cancel which she did not use. The email link is prominent on every page as a big link with the text Click here to email support and a bright green Online button.

And as far as the charge goes for the Extended Download Service, we will be more than happy to refund the charge. She will need to email billing@ascentive.com to obtain a refund form.
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