• Report: #940009

Complaint Review: GetResponse

  • Submitted: Wed, September 12, 2012
  • Updated: Tue, October 30, 2012

  • Reported By: Lynn — Los Angeles California United States of America
Internet United States of America

GetResponse Email Marketing has tons of hidden charges and refuses to refund. They count duplicate emails against you and will not refund any unused service. Internet

*REBUTTAL Individual responds: Get Response Make Unautorizied Transaction

*UPDATE Employee: Response to Report: #940009

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GetResponse has many hidden costs. They count duplicate emails against you and refuse to refund if you want to cancel. They will charge your card without permission.

This report was posted on Ripoff Report on 09/12/2012 08:41 AM and is a permanent record located here: http://www.ripoffreport.com/r/GetResponse/internet/GetResponse-Email-Marketing-has-tons-of-hidden-charges-and-refuses-to-refund-They-count-940009. 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 REBUTTAL Individual responds

Get Response Make Unautorizied Transaction

AUTHOR: eveline mirand - ()

I paid for 14 euro montly Get response service .But Today i see they charge me 24 euro without permission.

I have 988 contacts in my list.They charge me for list extenstion/Ok but in your user agreement for every 1000 new extention fee is 4 $ .Why do you cahrge me 8 euro ????This is without any invoice ,without permission.

Do not use there service .Go to other company.There navigation on site is very poor ,there statistic is poor too,better go with Aweber and MAil Chimp.Avoid getresponse!

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#2 UPDATE Employee

Response to Report: #940009

AUTHOR: Implix - (Poland)

Dear Sir/Madam,

Upon signing up for a GetResponse Pro account every customer fills out the order form and acquaints themselves
with the Terms of Servicee and our Anti-Spam policy :http://www.getresponse.com/ >> Buy Now >> Continue >>
By clicking "Create Account" you agree to the Terms of Service and Anti-Spam Policy.

In 5. Payments of our Terms of Service http://www.getresponse.com/legal

the customer is informed and agrees that for their convenience the charges for the service are recurring so that the payment is processed automatically on the renewal date and there is no disruption to their service.

In addition to service subscription fees, there might be additional fee applied - List Extension Fee. This fee is added when the pre-paid limit of the email addresses for which the customer pre-paid with the subscription fee is exceeded :

"We will monitor for the peak number of Subscribers accumulated in all your campaigns in a given month. If you exceed the Subscribers List Size you purchased, the following rules will apply: you will pay an extra "List Extension Fee which is the difference in the monthly price for the limit of Subscribers that you have reached in the billing period and the limit that you have initially purchased under your Account plan;"

What is more we have never attempted to hide that we charge for "duplicate" addresses subscribed across multiple lists.

The reason for that is that these duplicates eat up *exactly* the same amount of resources in our system as unique email addresses do. Each of these addresses has to be processed individually for broadcasts and follow-ups, and messages from multiple lists are sent out to these addresses. This creates a hard cost to us, and that's why we are charging for it.

As regards refunds, according to our 10. Refund policy there are no refunds issued for the payments already
made :  "our Service is a pay-as-you-go service. Therefore, we do not issue refunds,"

If the customer cancels their account "No subsequent charges are applied to your credit card, but the amounts already charged are not refunded" and "you are responsible for any amounts already charged to your credit card."

10. Refund policy http://www.getresponse.com/legal

Thank you for your consideration.

Kind regards,
GetResponse Billing Dept.
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