• Report: #930458

Complaint Review: VideoBlocks

  • Submitted: Tue, August 21, 2012
  • Updated: Tue, August 28, 2012

  • Reported By: Jen — San Francisco California United States of America
VideoBlocks
11160-C1 South Lakes Dr. Suite 262 Reston, Virginia United States of America

VideoBlocks FootageFirm 7-day trial scam (seven) results in monthly recurring charges $79 Reston, Virginia

*UPDATE Employee: VideoBlocks Customer Service

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This company offers seven-day "free" trials for which they require you to accept one of those enormous terms and conditions; they then take your credit card number so that when your "free" trial expires, they can start charging you $79 per month for the rest of your life.

Canceling, of course, is supposed to be easy, but the company does business (and charges you) under two different names, VideoBlocks and FootageFirm.  The marketing comes from FootageFirm, so when you attempt to log in there, you can't access Video Blocks.  When you attempt to cancel, the only way to cancel is to leave a voice mail message with Video Blocks.  I tried to unsubscribe via email to FootageFirm and got no response.  The username and password retrieval tool does not work, so good luck accessing your account to try to cancel it.  The only way I was able to get my account canceled was by having Bank of America claims department call their customer service department on my behalf.  They basically used my credit card number to charge me $79 per month for five months, which means they stole a total of $395 from me, for absolutely nothing.  I never accessed my account after my "free" trial.

DO NOT give your credit card information to either of these companies, and know that the "free" trial is not free -- they WILL charge you monthly beginning at the end of the "free" trial.  This deceptive practice should be illegal.

This report was posted on Ripoff Report on 08/21/2012 12:37 PM and is a permanent record located here: http://www.ripoffreport.com/r/VideoBlocks/Reston-Virginia-20191/VideoBlocks-FootageFirm-7-day-trial-scam-seven-results-in-monthly-recurring-charges-79-930458. 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

VideoBlocks Customer Service

AUTHOR: NikkiVB - (United States of America)

Hello Jen,

 I'm the new head of customer service for VideoBlocks.com, and I want to sincerely apologize for the terrible
experience you had with our company, and I would like the opportunity to make it up to you. 

For starters, I will make sure all of your payments are fully refunded. You can email me directly: nikki@videoblocks.com and we can get the refund processed immediately. (Or if you prefer, you can use
the contact form on our website--those go directly to me now)

In response to your frustration over the lack of service you received, I again apologize and make no excuses for the way you were treated. Our company is very new, and we were completely unprepared and overwhelmed by the growth that we experienced. 

To remedy this problem, I was hired full time to manage customer support to make sure that customers are taken care of promptly and politely. We recently added live chat to our website, and added additional employees to answer the phones. (It is also worth noting that we do not outsource this support--all of our employees are at our office in Virginia). Now that I am in charge, all phone calls and emails are answered within hours, if not immediately.

Finally, thank you for the comments on our free trial terms not being clear enough. We never meant to mislead anyone, and didn't realize there were any problems until we read your post and heard from other customers who were upset that they were not notified about the billing more clearly. We are working to make the free trial terms much more clear, and we have begun emailing users when they sign up so that they know what is going on and who to contact in the event of a problem.

Once again, I apologize for causing you frustration, and I hope that after we connect I can make you a happy customer. Or at least a happy former customer! Thanks ~ Nikki
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