• Report: #431851

Complaint Review: InfusionSoft, Infusionsoft.com

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  • Submitted: Sat, March 07, 2009
  • Updated: Mon, April 06, 2009

  • Reported By:Yucca Valley California
InfusionSoft, Infusionsoft.com
2065 W. Obispo Ave Gilbert, Arizona U.S.A.

InfusionSoft, Infusionsoft.com They keep charging my credit card for thousands of dollars that I DID NOT AUTHORIZE! Gilbert Arizona

*UPDATE Employee: Attractive offer, Didn't attract the right Customer, Still working with Bruce.

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I joined in Decmeber '08 with the offer of a GREAT DEAL becuase it was the end of the year - $500

I experienced A LOT of problems right from the get go with trainers missing there scheduled appointments with me. Plus I started having customer service issues.

I spent more time trying to figure out why things were wrong than I did to set up my account. So I decided not to go forward with setting up and asked to close my account. Then I got charged some $2200 to my bank account I didn't expect which caused my account to bounce all over the place incurring several hundred dollars in fees!

Of course they did this on a weekend so i couldn't call to have it corrected until monday. I called billing monday and was told they made a mistake and would credit me right away.

So after 3 days went by with no credit or communication I decided to call billing to see what was up. They said "Oh yes your refund is being processed and we will get a check out to you in 30 - 60 days. I said that was totally unacceptable and explained what they did to my bank account.

She said "Sorry that's our refund policy"

Then I was charge again $500, so I went to my bank and told them to dipute it because I NEVER USED THEIR SERVICES. So the bank did a temporary refund.

Well today it's back on there $2200 when I cancelled my account with them in January. I think they are trying to ruin me or something?!

I'm a new customer and never used or setup services - I want my money back! I will set up a blog like the others you've mistreated to tell the world of your money grubbing ways.

Today is Saturday March 7,2009. If I don't have a reversal in my account by Tuesday March 10th, 2009 I will start my campaigns in marketing forums and call the attorney general in Gilbert Arizona area - What will your investors think about all this? What is their email I will check.

Bruce
Yucca Valley, California
U.S.A.

This report was posted on Ripoff Report on 03/07/2009 05:19 PM and is a permanent record located here: http://www.ripoffreport.com/r/InfusionSoft-Infusionsoftcom/Gilbert-Arizona-85233/InfusionSoft-Infusionsoftcom-They-keep-charging-my-credit-card-for-thousands-of-dollars-431851. 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

Attractive offer, Didn't attract the right Customer, Still working with Bruce.

AUTHOR: Joseph M. - (U.S.A.)

As stated by Bruce, he became a customer in response to an attractive limited-time offer on December 31, 2008. We proceeded with a full implementation between Bruce and a talented setup consultant, Jeremiah. In summary, we provided services, but Bruce decided to vacate his implementation and contested an otherwise legitimate balance on the account.


We provided a helpful, guided and realistic approach to implementing his business into our award-winning small business marketing solution. We had scheduled a session via telephone 1/19/09, but we were met with voicemail. We eventually contacted Bruce on 1/21/09 and resumed the implementation process. Later, Bruce agreed to attend an on-site consultation at our office. Unfortunately, Bruce did not arrive and was not able to take advantage of the small business coaching session.


Bruce elevated concerns over his commitments to automating his business with Infusionsoft. We have offered to amend the agreement, offering an extended seven-payment option (financing), but he decline and were not able to reach agreement at this time.


Despite current discussions, Bruce engaged in time-consuming chargeback attempts between his financial institution and our company. This activity added to the confusion that Bruce experienced, where the institution temporarily returned the transaction for review under normal chargeback procedure. Following a review by the financial institution, they debited the amount from Bruce's account.


We'd like to point out that the offer that Bruce accepted to become a customer was a limited one where we were experimenting with different price points during a challenging economy. As expected, when lowering the necessary upfront cost, we attracted customers who were probably starting with us at the beginning stages of their small business. We'd like to make it clear that our software is intended to automate the marketing, fulfillment and customer relationship management processes in an existing small business. While our software is flexible to do virtually anything an entrepreneur needs, we iterate the importance of having to feel the pains of a small business before considering our solution.


Since early February 2009, Bruce had several contacts with our company. At this time, we are still working with Bruce in order to provide a pleasant customer experience. We're open to future discussions with Bruce on this topic.



-Joseph Manna
Infusionsoft, Community Manager
joseph.manna ~at~ Infusionsoft.com
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