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

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