• Report: #299886

Complaint Review: Captures.com/Web Marketing Source

  • Submitted: Mon, January 14, 2008
  • Updated: Mon, February 18, 2008

  • Reported By:Venice Florida
Captures.com/Web Marketing Source
14947 NE 95th Street Redmond, Washington U.S.A.

Captures.com/Web Marketing Source After agreeing to cancel a month after my request, I was told I would still be billed for $279.00 and then it would be over. I was billed that amount which was a 3 month billing, each month, from my bank account. They would not stop the billing and because it was a debit card I could not stop it. I was charged a three month billing each month for four months. Redmond Washington

*Author of original report: beware

*UPDATE Employee: Come on Pam, Tell the Whole Story Please

*Author of original report: Captures.com/Web Marketing Source, Redmond, Washington

*UPDATE Employee: Concerned Citizen, Or Forum Troll?

*UPDATE Employee: Concerned Citizen, Or Forum Troll?

*UPDATE Employee: Concerned Citizen, Or Forum Troll?

*UPDATE Employee: Concerned Citizen, Or Forum Troll?

*Consumer Comment: If this Company Does Not Take Care of Your Problem...You Should Immediately Report them to the Attorney Generals Office

*UPDATE Employee: Please, contact our billing department via our 800 number

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On February 2, 2007, I returned a call that had been made to my business phone about 6+ times. After being on the phone for approximately three hours I agreed to subscribe to Web Marketing Source for help getting my website optimized and keywords done that would enhace my chances of being seen by Google, Yahoo, etc. quicker. I was already doing a pay per click advertising campaign. I gave them my debit card # for $1649.99 and then 90 days later I was to be charged monthly $79.99.

On February 3, 2007 I emailed and ask to please cancel. I got no reply from Mary in the billing office, and no reply from RickTapia whom I signed up with.
I called and left numerous messages with no reply. I was finally contacted by phone, (so there was nothing in writing), in March and told that I could not get any of my money refunded and I would have to pay the $239.00 for the three months that was to begin in May. The person I spoke with was rude, degrading, mean and threatening.

In August, they started deducting from my account not the $79.99 that it was suppose to be, but $239.97. I did nothing the first time assuming that it was the full amount that he told me I would be charged. Then the next three months I had the same charge. I called my bank and filled out a complaint from and request for reimbursement. Because it was a debit card they could not stop the payments from being withdrawn. I emailed Captures of course and requested a refund and a stop of the withdrawls. I got neither. I finally had to close my account and re-open it to stop them.

Pam
Venice, Florida
U.S.A.

This report was posted on Ripoff Report on 01/14/2008 12:45 PM and is a permanent record located here: http://www.ripoffreport.com/r/CapturescomWeb-Marketing-Source/Redmond-Washington-98052/CapturescomWeb-Marketing-Source-After-agreeing-to-cancel-a-month-after-my-request-I-was-299886. 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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REBUTTALS & REPLIES:
0Author 9Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

beware

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

I do not intend to keep an ongoing agrument with Captures, Inc., on this subject. We both know what happened, how the situation progressed after filing this report and what was said about my getting refunded more that just what was wrongfully taken from me.
Just beware others out there!
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#2 UPDATE Employee

Come on Pam, Tell the Whole Story Please

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

Pam,

I am truly sorry to see you report here again after our discussion regarding your account. It upsets me that you only included part of the story in your update.

Although ROR did help you to get in touch with us this time, we were here all along, you just failed to visit our website and dial an 800 number like my original rebuttal for contact said. The billing issues you had for months could have been brought to our attention anytime with some due diligence and persistence on your part (like calling every week, trying different emails than the two that weren't getting your results, etc). You are mistaken by thinking the only reason we handled your account in the manner and time it was handled in was because of your original report. As stated above, it did help to a certain extent for you to get in touch with the right person, it did not affect the way your account was handled. It's the same for everyone we service who is in need of service regarding their account or billing.

When AT&T, T-Mobile and Verizon over charge me I call them until it gets handled, I typically don't expect them to fix it without even being aware of the issue. It happens all the time with many companies (large and small), it's part doing business, there are errors made on occasion.

I believe we did a fantastic job of getting your issue resolved at the moment it was brought to our attention (no matter the means delivered). We explained what happened, worked with your bank (even though you made it very difficult be canceling the account rather than getting us on the phone when you first noticed the issue), spent time with you during every step, what more could we have done? Just because we didn't refund you any money OVER the amount over billed we must be a scam company? Would Verizon or AT&T refund you extra? Probably not.

I am sorry you decided to cancel your account for whatever reason, however mistakes happen. What matters is what's done in the event that a mistake is made. In my opinion, we did everything we could to please you and follow policy. We did everything we could to communicate why the issue happened. We asked why you didn't reach out to others when emails or calls weren't returned by your rep (people change jobs all the time, sometimes contact info can change too)?

What matters is your issue is resolved now and the right thing was done. I wish you the best of luck with your site and wish there was more I could say or do to help the situation. Please let me know if there is.
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#3 Author of original report

Captures.com/Web Marketing Source, Redmond, Washington

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

After months of trying to get someone to speak to me, the day after I filed my rip off report, I got their attention at Captures, Inc. They sent a rebuttal and ask me to call which I did and I talked to many people that evening. After about 45mins to an hour on the phone and many apologies, they agreed to refund $719.91 to my account. They would not however return it to my checking account, it had to be the account it was taken from.....how do you get it thru that the account it was taken from had to be cancelled to keep them from taking my money every month.

We finally worked it out, but it was frustrating to say the least. They made many excuses as to why I was lost in the system, etc. While I am happy to have some of my money refunded, and know it never would have without this reporting system, I do not think that Captures, Inc., is a reputable company. It took to long from the beginning to get anyone to respond to my reuquest for cancellation, and then they refused, still kept the billing for three months of nothing. If they were a real company who cared, they would have given all the money back, or at least part of it, not just what they stole from me in over billing.

I could never recommend them as a marketing source, or a reputable company to do business with. They only sent back the over charges because they wanted a good updated report from me. I am very disappointed in their response.
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#4 UPDATE Employee

Concerned Citizen, Or Forum Troll?

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

We have made contact with Pam and are in the process of addressing any issues that may have arisen during the service period and beyond, she is quite aware of why she was unable to reach us and forgot to mention that she had spoken to representatives on several occasions about her account.

As soon as I posted the rebuttal with instructions to call us she got right through and we got her in contact with the appropriate person to deal with her account.

Anyways, I highly doubt you are that concerned, just though I would let you know since you seem to be more concerned about instructing individuals on how to make false claim accusations with no warrant or just cause. She stated to me personally that she was aware that the account was canceled with no refund and that all she was concerned about were possible overcharges. Nothing more.

Refer someone to the AG for a billing error? Come on, you really should be a concerned citizen and feel frustrated for someone who really needs your advice not for something minor that happens every day at companies like Verizon, Comcast, AT&T and more.

If you truly are concerned you should feel comfort in the fact that she made contact, got the person she needed and is being taken care of.
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#5 UPDATE Employee

Concerned Citizen, Or Forum Troll?

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

We have made contact with Pam and are in the process of addressing any issues that may have arisen during the service period and beyond, she is quite aware of why she was unable to reach us and forgot to mention that she had spoken to representatives on several occasions about her account.

As soon as I posted the rebuttal with instructions to call us she got right through and we got her in contact with the appropriate person to deal with her account.

Anyways, I highly doubt you are that concerned, just though I would let you know since you seem to be more concerned about instructing individuals on how to make false claim accusations with no warrant or just cause. She stated to me personally that she was aware that the account was canceled with no refund and that all she was concerned about were possible overcharges. Nothing more.

Refer someone to the AG for a billing error? Come on, you really should be a concerned citizen and feel frustrated for someone who really needs your advice not for something minor that happens every day at companies like Verizon, Comcast, AT&T and more.

If you truly are concerned you should feel comfort in the fact that she made contact, got the person she needed and is being taken care of.
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#6 UPDATE Employee

Concerned Citizen, Or Forum Troll?

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

We have made contact with Pam and are in the process of addressing any issues that may have arisen during the service period and beyond, she is quite aware of why she was unable to reach us and forgot to mention that she had spoken to representatives on several occasions about her account.

As soon as I posted the rebuttal with instructions to call us she got right through and we got her in contact with the appropriate person to deal with her account.

Anyways, I highly doubt you are that concerned, just though I would let you know since you seem to be more concerned about instructing individuals on how to make false claim accusations with no warrant or just cause. She stated to me personally that she was aware that the account was canceled with no refund and that all she was concerned about were possible overcharges. Nothing more.

Refer someone to the AG for a billing error? Come on, you really should be a concerned citizen and feel frustrated for someone who really needs your advice not for something minor that happens every day at companies like Verizon, Comcast, AT&T and more.

If you truly are concerned you should feel comfort in the fact that she made contact, got the person she needed and is being taken care of.
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#7 UPDATE Employee

Concerned Citizen, Or Forum Troll?

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

We have made contact with Pam and are in the process of addressing any issues that may have arisen during the service period and beyond, she is quite aware of why she was unable to reach us and forgot to mention that she had spoken to representatives on several occasions about her account.

As soon as I posted the rebuttal with instructions to call us she got right through and we got her in contact with the appropriate person to deal with her account.

Anyways, I highly doubt you are that concerned, just though I would let you know since you seem to be more concerned about instructing individuals on how to make false claim accusations with no warrant or just cause. She stated to me personally that she was aware that the account was canceled with no refund and that all she was concerned about were possible overcharges. Nothing more.

Refer someone to the AG for a billing error? Come on, you really should be a concerned citizen and feel frustrated for someone who really needs your advice not for something minor that happens every day at companies like Verizon, Comcast, AT&T and more.

If you truly are concerned you should feel comfort in the fact that she made contact, got the person she needed and is being taken care of.
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#8 Consumer Comment

If this Company Does Not Take Care of Your Problem...You Should Immediately Report them to the Attorney Generals Office

AUTHOR: Concerned Citizen - (U.S.A.)

Hi Pam,

I'm so sorry to hear about your problem with Captures.com. It's interesting how no one from Captures. had responded to all your communication efforts throughout the year about your cancellation and billing issue. And it took your reporting them to Ripoffreport. for them to FINALLY respond. I don't know about it slipping through the cracks as the employee states since you made every attempt to contact them, asking them for help and got nowhere. other than being obnoxiously spoken to, by one of their employees. I think they really need to address that problem as well, in addition to your billing problem. No one that pays GOOD/HARD EARNED money for any service should be treated in that manner.

I hope they reimburse you right away, for all those unnecessary charges. And something you should address with them, why it had to take a whole YEAR and a Ripoffreport for someone to respond to your concerns. PLUS you had to go through all the inconveniences, of cancelling your debit card account, and re-instating a brand new debit account. just to get them to stop charging (unecessarily) your old card.

As you can see from all the other complaints submitted against Captures.com, here on Ripoffreport, your situation is one of many others like it.

My suggestion is that you report them to their states Attorney Generals Office. What you've explained, does not seem to me. to be professional business practices.

Another thing I thought about, when reading your story, if you called to cancel your package with Captures.com, if their salesperson, told you there was a CANCELLATION period whatever the time frame, and you cancelled within that time frame, you should ABSOLUTELY be entitled for a refund, not just the extra money your card was charged, but a refund of your entire package.

I've read some other complaints here where people were told they COULD cancel if they were not happy within a certain period of time. and when they tried to cancel, they were told that. the company does not have any such policy. That to me, sounds like the salespeople are stating this policy exists just to get the business. Then the consumer trys to get their refund and is told they are not entitled to one.

After reading your story, I'm frustrated for you.

I wish you luck and hope everything works out for you.
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#9 UPDATE Employee

Please, contact our billing department via our 800 number

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

Pam,

Terribly sorry to hear that your billing was mixed up. Please call our 800 number (from the site), speak to the receptionist and request to be transfered to our billing department or general manager (either will be able to help with this matter).

I am sure, if everything is like you said, that we will be able to reimburse you any funds that were not supposed to be debited from your account. Obviously, it is a terrible inconvenience on you and for that I personally apologize.

Sometimes things like this slip through the cracks, but typically we get them sorted out right away, so its odd that your account hasn't been resolved as of yet. I am sure it's just a matter of getting in touch with the right person here.

Please update your report here on ROR once this matter is resolved so others can be made aware of follow through or lack of. Thanks.
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