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Volusion, LLC

Phone: (800) 646-3517 1835 Kramer Ln Ste A100, Austin, TX 78758 http://www.mozu.com View Additional Web Addresses


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Volusion, LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Volusion, LLC include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 131 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

131 complaints closed with BBB in last 3 years | 43 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 30
Billing/Collection Issues 52
Delivery Issues 4
Guarantee/Warranty Issues 1
Problems with Product/Service 44
Total Closed Complaints 131

Customer Reviews Summary Read customer reviews

2 Customer Reviews on Volusion, LLC
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 2
Total Customer Reviews 2

Additional Information

BBB file opened: February 15, 2011 Business started: 01/01/2000 in TX Business started locally: 01/01/2000 Business incorporated: 06/29/2004 in DE
Type of Entity

Corporation

Business Management
Mr. Kevin Sproles, Founder/Chairman
Contact Information
Principal: Mr. Kevin Sproles, Founder/Chairman
Business Category

Internet - Web Hosting Internet Shopping Internet Marketing Services

Alternate Business Names
Mozu

Customer Review Rating plus BBB Rating Summary

Volusion, LLC has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 1835 Kramer Ln Ste A100

    Austin, TX 78758 (800) 646-3517

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

4/10/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was told by a volusion REP. from several phone conversations that when leaving the volusion platform, i could put my website in what they call hibernation for a flat 10$ a month fee. After several months having put my website in hibernation, i continued receiving charges of monthly bandwidth fees. I called and they issued a refund for the 1st over-usage charge, but unfortunately they continued to charge my card for the the same error. They tell you that putting your website in hibernation is a 10 a month fee but they don't disclose or mention anything about still being charged for the bandwidth even though your site is in hibernation.

Desired Settlement: I would like to be reimbursed for the fraudulent charges. One for the month of February of 99.95$ and one for march of 70.35$.

Business Response: Although bandwidth overages rarely occur when a store is on hold, it is still possible for data usage to accrue, and we typically do not refund for these types of overages.

In reviewing the account, we are able to see that the customer contacted us in January with concerns about being billed for overages while his store was on hold. Our support department advised the customer that he had some images on an FTP account that was connected to his Volusion store, and those images were utilizing bandwidth, causing the overage.  We advised the customer to delete the images in order to avoid bandwidth overages in the future, but as the images were not removed, the overages continued to accrue.  

However, we do understand the frustration this issue has caused the customer due to the fact that he was under the assumption that the store, being inaccessible while on hold, would not utilize bandwidth.  The customer would have been billed $9.95 per month had the overages not occurred, and as a courtesy we have refunded the difference.  In February, he was billed $77.85, and we have refunded $67.90 for this charge (difference of $9.95).  In March,
he was billed $54.75, and we have refunded $44.80.

4/1/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On June 20, 2014, I canceled this account with Volusion. The reference number is *******. I no longer have the business online and they continue to send me billing notices and threats that they will take this to collections. One contact should all that it should take to get this done, yet it took over 6 emails just to get a response. Yet it clearly hasn't been resolved. I REFUSE to pay another dime from the time I canceled it until now.

Desired Settlement: I want any charges they claim I haven't paid since 6/20/14 to be canceled immediately, and they accept the cancelation of 6/20/14 for ALL SERVICES that I had with them.

Business Response: The merchant account was closed in June, per the merchant's request. The notices to which the merchant is referring are notices regarding charges which were incurred prior to the date of cancellation.
 

Consumer Response: Complaint: ********

I am rejecting this response because: There are NO charges due prior to my cancellation.  I owe nothing to this company!  I want this situation resolved to my satisfaction.
Ther
Regards,

****** ********

Business Response: We are very sorry for any frustration or misunderstanding.  Our records do indicate that there is a balance owed on the account.  A member of our Billing Team will be reaching out to provide clarification as to the charges.

3/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I opened my account with Volusion on 1/1/15. My "$15/month" fee turned into $525!! I closed my account that same month - on January 31st. I closed my Volusion store, my Merchant account with them, everything. I have emails showing proof that my cancellation went through and was promised I would not be billed any more. I was then told I would be charged a $99 early termination fee. I was within my 45 day grace period and they agreed and said they would not charge me for anything again. Today - on 3/6/15 - they just debited my bank account $35.95 for "GLOBAL PAYMENTS" which was cancelled January 31st!! I will be doing a chargeback if I am not credited by Monday! My entire dealings with this company has been nothing short of a complete nightmare!!

Desired Settlement: Today is Friday 3/6/15 - I want a credit by Monday 3/9/15 or I'm doing a chargeback and blocking all Volusion payments from my bank account!

Business Response: Once a merchant captures a charge on an order, it will take 3-4 business days for the funds to be moved.  As the merchant captured three orders from 01/29/15 to 01/30/2015, and it took 3-4 business days for the charges to process, the transactions were processed and deposited in early February.  The $35.95 that was assessed in the beginning of March was for the three transactions that were processed in the month of February, as the fees are charged in arrears.  A statement reflecting these charges was mailed to the merchant on 02/27/2015.

As credit card transactions were processed, we are unable to offer compensation.

Consumer Response: Complaint: ********

I am rejecting this response because:

My last transaction with Volusion was on January 30TH.  If they took 4 days to process those two payments, that's not my fault.  I closed my account with Volusion AND my merchant account on January 30th.   I can possibly see charging me for those 2 transactions - just the transaction fees - but the $30 monthly fee for February?  NO WAY.  Not acceptable.

Regards,

******* ******

Business Response: Unfortunately, we are unable to speed up the time it takes for all parties involved to communicate with the payment processor in order to move funds. 

Additionally, we are unable to offer compensation for the monthly fee which covers the resources used to keep the account open in order to process transactions.

Consumer Response: Complaint: ********

I am rejecting this response because:

I don't care what their reasoning is, they were a nightmare to deal with from the very start.    I was forced to pay for my monthly plan for a WEEK before I was even able to use my website, because they took 8 days to install the SSL on my site.  So I paid for an additional 8 days for nothing.  So THAT was ok to take my money for 8 days without me being able to use my site, but they won't reimburse me for the fee because THEY took 3 extra days to process 3 credit card payments in the following month after I cancelled?   That doesn't seem fair to me!  But I guess that's the Volusion ripoff way!  I was told they wouldn't start the merchant application process or anything until I paid for a plan, so I only got 3 weeks out of my 1 month plan that I paid for.  It was just a complete nightmare from the very beginning and still a month after I'm done with them.  I will not ever say this is resolved through BBB until they rectify this issue.  And if they don't, then I guess they will keep an unresolved issue in the BBB file.

Regards,

******* ******

2/24/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: your wbesite doesnt work. I sign up with ************************** 10.13.14 I asked to cancel service the day after I sign up , because I cannot use service. I spoke with ************************** also with ************************ ( my so called account manager ). I was told my phoebe on 10.28 if I wanted to cancel, I have to speak with account manager to cancel. but account manager doesnt respond. I would like my money back for service Un-used and not compatible with my platform

Desired Settlement: Refund what I paid $99.00

Business Response: In reviewing this account, we can verify that an Account Manager reached out to the customer on October 16th and again on October 20th. The Account Manager left voicemails for the customer on both occasions, as the customer was not available to take the calls.  The customer requested cancellation on October 28th, and Volusion replied with cancellation instructions on October 31st.  Volusion’s terms and conditions state that cancellations must be submitted online, via the customer's secure online account portal.

We apologize for any frustration or confusion caused by this issue.  As a courtesy, we are able to refund $99.00 to the customer. We are reaching out to the customer via email to obtain the necessary information in order for the refund to be issued.

2/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Volusion took down my store on 23/01 and 7 days later the store is still not working and they refuse to answer my tickets asking the immediate cancellation and full refund of all payment made so far. I have announced the launch of the store among 150.000 potential customers just to find out that store was not working and they simply ignored any of my tickets, 7 days later still waiting for store to get back live. I have no interest in work with this company anymore and demand 100% of my money back immediately, not to mention revenue from sales lost during 7 days of closed store and brand damage after announce the store online, spending money on advertise for nothing.

Desired Settlement: Refund of all payment made from the moment I've signed up for Volusion from all services, all 3 stores must be refunded in total. Also they closed my access to the store and I want the backup so I can migrate elsewhere. I also demand my money back from all ads I've made to launch the store and losses of sales between 23/01 and today.

Business Response: We apologize for any frustration caused by the delay in response to the customer's ticket. We strive to reply to all tickets in a timely manner, and we apologize that this ticket was not handled expediently.

We have investigated the situation regarding downtime on usa.arcitor.com and can confirm that the issue was resolved on 1/30/15.  If the customer decides to cancel his service due to these issues, we are able to offer a credit of the last two month’s hosting fees.

We deeply regret the frustration this has caused.

 

Consumer Response: Complaint: ********

I am rejecting this response because:

The amount offered doesn't cover a fraction of what we lost!

Regards,

***** ******

Business Response: While we are unable to offer a full refund --- as the sites have been successfully hosted and maintained on Volusion’s servers ---we do understand that the situation could have been handled better and more efficiently, and a credit for one month’s hosting fee has been issued back to the customer.  We apologize for the frustration caused by this issue.

Consumer Response: Complaint: ********

I am rejecting this response because: the losses are much higher than the amount offered and we will go ahead with a lawsuit

Regards,

***** ******

2/16/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I opened my own website to sell haircare through Volusion. I called and found friendly staff on the phone. I was advised the get the most expensive plan for one month to set up the store and then when I would be comfortable I was told to downgrade. I signed up and shortly after I was told that I had to pay for the domain and then pay to be authorized to accept credit cards. I was then bombarded by phone calls to pay for a pretty layout, I chose the free one when I signed up and was also suggested to pay for advertisement on google , they were talking about hundreds of $$$. I was not interested in that at all. I had zero sales in November , December . I then decided to stop the website size there were no hits and no sales. I called to cancel and then I was told that of course I would not get any sales since I did not want to advertise. They said nobody would find me expect through " word of mouth" . Had I known this I would not have signed up. I started to get charged $33.82 in Dec and then an attempt of $33.50 in January as A Global Payment . I did not know what it was and I stopped payment at Chase. I was charged that on top of my membership. As soon as I canceled with them I received an email within 5 minutes about an early termination fee of $99 . I was informed about it at all. This was new to me There is a nondisclosure of the company’s three-year service length and $99 cancellation fee, which is not listed prominently on the company’s site. I discovered this after I cancelled the service .

Desired Settlement: I would like them to stop charging people for services that were not divulged. They should also discuss the termination fee and all the hidden costs to advertise. I was very disappointed and felt cheated . I could have saved time and money had I known how they operate.

Business Response: After the merchant purchased a plan for our hosting service, we recommended applying for a merchant account so that the merchant could accept and process credit cards on the website.  An application was emailed to the merchant; the application listed the fees and stated the terms and conditions for the service.  The merchant signed and submitted the application.

Page two of the application lists the fees for the service and provides a link to the terms and conditions.  By signing the application, the merchant agreed to have the fees assessed and to abide by our terms and conditions, which can be found by visiting ***********************************************.  The three-year term and the $99 early termination fee are stated within the terms to which the merchant agreed. 

There are costs associated with setting up a merchant account.  Examples of some of these costs include:  running background and credit checks, configuring Authorize.net and Global Payments’ systems, and paying a setup fee to Authorize.net.  Volusion currently requires a three-year term to recover
those initial investment costs.  If merchants choose to cancel before the three-year term has ended, the $99 early termination fee is assessed, as stated in the terms.



Consumer Response: Complaint: ********

I am rejecting this response because:

   I originally contacted Volusion because it was implied that it was a low
cost way of setting up a successful online website. After speaking to an
associate who told me that there was a monthly plan. I originally  purchased the comprehensive
merchant plan at the beginning to set up the set and then I was advised to downgrade. When I posted some listed I wanted to site to be able to operate and was told I had to pay for authorized net to
accept credit cards. I was not told this before agreeing to the initial
charge.  I understood that a percentage of my sales would go to
authorize net but I never had any sales and yet they charged the global
payments. I was never informed that there would be a monthly charge for
using the site and  Global Payments’ system even if there were no sales.
The addition of the Global Payments charge basically doubled the fee.
When
I called to complain that my site wasn’t visible, I was told, “Of
course you can’t be seen. You have to pay for the advertising option.” 
This should have been clearly explained as well. This is a “bait and
switch" tactic that is at the very least unethical.
There is
also the issue of the  $99 charge to terminate.  Perhaps these charges
were  buried deep within the “small print” acceptance link. Any
reputable company would be sure to make sure a potential customer was
aware of this during the initial conversation with an associate.
I saw online that the Better Business Bureau has received many complaints and it is always pertaining that early termination fee which is not discussed at the beginning and the hidden subsequent charges . I wish I had seen that earlier and I would not have signed up. There is also a tactic to threaten people about collection agencies and the credit score, it is clearly stated in the complaints. These are bad practices. I was bombarded by phone calls to sign up for advertizement or design of the website. I could see it was not genuine after a few conversations with the sales associates. They wanted the money and of course could not guarantee any sale. The site was completely dormant with no activity whatsoever. A big disappointment.

Regards,

***** ******

Business Response: It is possible that the merchant may be confusing two separate services she purchased through Volusion.  She purchased a hosting plan from our website.  The hosting service provides merchants with the ability to build and run an online store.  Merchants can choose from several different plans when purchasing the month-to-month hosting service.  Merchants may view our plans and purchase one at any time by visiting *********************************************.

The hosting service which the merchant purchased gives the ability to build and run an online store.  It does not include any advertising or marketing services.  While Volusion offers pay-per-click and search engine optimization services for an extra fee, our merchants are not required to purchase them.  Merchants may choose to do their own marketing, or they may hire Volusion or a third party to provide that service.

In order to accept credit cards, merchants must set up a merchant account.  The merchant account can be set up through Volusion or through a third party. 
Volusion suggested applying for the Volusion merchant account so that there would only be one company to contact for support.  An application was emailed to the merchant.  The merchant signed and submitted the application, thereby agreeing to all of the fees listed on Page Two.  Additionally, the contract specifies that our payment processor, Global Payments, will debit the fees.  By signing the application, the merchant agreed to all of the terms and conditions listed at ***********************************************.

As the merchant signed the merchant account application, agreeing to have the fees debited and to the three-year term, we are unable to offer any type of compensation.

Consumer Response: Complaint: ********

I am rejecting this response because:  During my lengthy initial conversation with Volusion, I was never informed that I needed to commit to additional payments for the use of credit card payments. I was only told about the $39 monthly charge for becoming a customer of Volusion. After signing up I was then told that the service Volusion was offering was useless unless I paid an additional $39 for credit card payments. This was never stated beforehand. Why would anyone sign up to use Volision's service at their advertised rate if it would never work. If I then said to cancel everything (immediately) there is a $99 termination fee. This too was never mentioned. It appears that Volusion's business plan is to get a customer to agree to their initial sign up and after that is paid, to tell them that what they just signed up for is not going to work unless they pay for extra services. They insist on getting their initial payment (and a credit card number) first and then the customer finds out it's a waste of money unless they agree to other paid services.

Regards,

***** ******

2/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had multiple calls with Volusion sales team to make sure they could handle hosting our site, subscriptions AND our blog. I called them twice to confirm this and had two people on the line confirming this was doable. Once we booked the template, I called back because there was no blog. ****** told me that we could buy a blog on another site and host through this site. This was a major problem for us because we already have a website that does this and the reason we were moving from that platform is because they could not host the blog. ****** and the design team said they were unable to refund the money, even though we literally did NOTHING to the site and complained to them the second we noticed there was no blog. They charged us almost $900 for a completely unusable site. We did not give them assets, to code because we noticed this immediately and thus asked the team NOT to do anything. The Volusion team says they cannot refund us because the site was coded (we aren't sure how that is possible since we chose a template and did not give them anything to code). We are a small business and rely on businesses keeping their word to us. $900+ is a HUGE hit to our bottom line. We told them multiple times we wanted to use their service but it just didn't make sense to scrap our current site when theirs offered no additional benefit (blogging and SEO is a big component of our business). They have since told us nothing can be done. This is a poor business practice to trick businesses into signing up and not being able to complete what they said they could.

Desired Settlement: We simply want to be refunded for the website.

Business Response: After further review it has been decided that a full refund will be provided for the paid template. A credit of $760.75 has been issued back to the card from which it was debited. The credit will post to the bank records within 3-5 business days. We truly apologize for any negative experience and wish this customer the best of luck.

1/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I initially contracted with Volusion Inc. 7/16/2013. I purchased a website from them for $50.00, when I called technical support they told me I could only change a few areas. That was not in the disclosure information. I then was instructed that I had to change the domain name and create a completely different web page. In short terms I lost the $50.00 dollars. I had to purchase another webpage from them costing $200.00 along with a charge for $114.00 in which I do not understand what it was for. I was then charged $58.50 monthly for my web site. The problem was that my credit card account was never set up and each time they would lock me out of the administration page of my own web site. The link they sent me never worked. My partner and I called on numerous occasions to correct this credit card issue and yet no one could help us, we were met with rude staff members who always seemed that we were more of an inconvenience then a customer. We have had people we know personally tell us they have tried to purchase from us but could not use their card. Volusion has cause loss of income and frustration. Around September 2014 ( about a year of fighting this credit card issue) we spoke to a customer service person, he explained that the problem was with Gateway their credit card receiving company. I requested to be walked through this personally while the rep was on the phone. He had to send me an e-mail because again I was locked out of my own web site, I changed the password again. I was told to go to the Admin area, click on the dashboard, go to settings, then to payments which would open up Gateway. From Gateway I would have 4 boxes open up, I needed and API ID and a Transaction Key. Now after a year, this was the first time a customer services person even mentioned these steps. I received my API and Transaction Key, entered them into where I was told to in put them. I was them told everything would work properly. To no avail!!! The credit cards were still not being accepted and I was locked out of my account again. After months of paying $63.67 monthly I called again. There was no answer as to how they could help me, they cut my monthly payments in half which I have been paying for over 6 months now and tried to walk me through the exact same steps I had already gone through to activate the credit card acceptance the first time! Volusion should NOT have and A rating! It should be an F, an F for failure to have excellent customer service, and F for follow through with their customers and an F for ease of use for small business owners! For those who are very tech savvy they would not need to even use Volusion as it is confusing and runs you in circles. Today I called to cancel with Volusion, however being the optimist I am this person seemed to want to help....sadly each customer service person must read from a script because he started with the same protocol that had not worked the times before. I just gave up and cancelled my account. Now I have to save up again to find a person to build a web page for me who actually knows what they are doing.

Desired Settlement: I would like at bare minimum two thirds of my monies placed back on the credit card that was charged.

Business Response: The merchant was approved for a Merchant Account on 06/27/2014.  At that time, the merchant received an email from Volusion explaining that the merchant would be receiving another email, from Authorize.net, which would require the merchant to click on an activation link and provide personal and business information.  The email further directed the merchant to review a knowledge base article which would contain the steps for obtaining the API ID and Transaction Key from Authorize.net and also provide instructions for plugging them into the online store so that credit cards could be processed. It was advised within the email that test mode would need to be turned off within Authorize.net to process real transactions. 

The merchant called in to our Merchant Care team on 10/16/2014 stating that there were issues with accepting credit cards.  The representative advised that the steps previously given in the email had yet to be followed and the gateway credentials were not plugged into the store.  The representative explained
how to obtain the API ID and Transaction Key from Authorize.net and where to plug in the information.  The merchant did not attempt to process a credit card until 12/29/2014, at which time another error message was received, stating that the credentials were invalid. Volusion was not contacted at that time.

The merchant attempted a credit card order again on 01/19/15 and received the same error message.  The merchant called in to our Support department, and the Support representative advised that this error message indicates that the information which the merchant plugged into the store is incorrect and that the merchant would need to sign into Authorize.net and obtain the correct credentials, then copy and paste them in.  The caller advised the Support representative that she preferred to cancel.

As services were rendered and instructions were provided for plugging in the gateway credentials, we are unable to offer compensation.

1/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have spoke with a rep and closed my account back in Oct 2014. Since then, Volusion Merchant Services have still been charging me $63.67 a month without my knowledge. I have asked them to close this account and was told I would not be charged anymore. I am requesting a refund for $191.01 for the last three months that they have erroneously charged me.

Business Response: We apologize for the erroneous charges that occurred after the cancellation request on 10/28/2014.  As the debit in November was for services rendered in
October, the refund amount will total $127.34 for the months of November and December.  Please allow a few business days for the credit to post. Thank you for bringing the issue to our attention.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. If there are any problems with my refund, I will reopen this letter. Thank you.

Regards,

****** *******

1/8/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In August 2013, we called to cancel this service. We were told that we'd have to pay for a year since it was before the end of the contract. We were never told that any other action was needed to cancel the service. We paid @$63 a month for a year. We changed bank accounts after a year and did not think it would be a problem since we had paid for a year. We got an e-mail from Volusion saying that we needed to keep paying. I called them and they said we never replied to an e-mail from them confirming that we wanted to cancel the service. They also said we should have only had to pay a $99 fee for cancelling early, that we should have never been told that we would have to pay for a year. We never received that e-mail. I asked them to send me a compensation request form. They promised to send it to me within the hour. They did not. I called back and finally got a compensation request form. I filled it out and returned it. Today, they sent a reply to the request saying that if we didn't receive the e-mail, we should have called and that we still needed to send them another payment. We cancelled the service in August of 2013 and have paid over $600 for the past year in accordance with their verbal instructions. Had we been told to expect an e-mail we would have been looking for it. Had I received any e-mail from Volusion, I would have read it. Volusion admits to having received our request to cancel the service in August 2013. Volusion has not been clear or helpful.

Desired Settlement: Volusion needs to mark our account as closed and paid-in-full. They need to stop trying to collect another $63 from us.

Business Response: The merchant called in to our Merchant Care Department on 08/27/2013, and at that time the merchant was advised that she would be receiving an email to which she would need to reply in order to confirm her request to cancel.  It was not stated during the call that the merchant was required to have the service for an additional year.  There is a three year term for the service, and while it may be canceled at any time, a $99 early termination fee is applied for cancellation within the first three years.  These cancellation requirements are outlined in the service contract, which the merchant signed upon initiation of the service.

 

Consumer Response: Complaint: ********

I am rejecting this response because: Volusion received and acknowledged our call canceling the service. They told us we would have to pay one year of the contract. They said nothing about a $99 cancellation fee or a confirmation e-mail. We never received any confirmation e-mail. We have paid six times the amount of the cancellation fee due to their failure to clearly communicate. We cancelled Volusion because of hidden fees. We have received no product or service from Volusion. Volusion has not acted in good faith.

Regards,

********* ******

Business Response: In order to apply for a merchant account, the merchant must sign and submit a contract.  This merchant did accordingly sign and submit the contract. The terms stated in the contract to which the merchant agreed state that a written request is required to cancel the merchant account. For that reason we are unable to accept a verbal request to cancel the service.  When the merchant called in and spoke to the Volusion representative, the merchant's email address was confirmed, and a message was sent to her via email as well as to her ticket area in MyVolusion.  The merchant was advised on the phone that a response was required in order to process the cancellation.  The merchant can find a copy of the message by signing into ********** ** ********************** *** ******** ** ****** ***********

Consumer Response: Complaint: ********

I am rejecting this response because: When we called to cancel, we DID NOT receive the e-mail. It may have been sent but we did not get it. It is reasonable to expect that if we didn't respond, the e-mail should have been re-sent, or we should have received a phone call.

Regards,

********* ******

12/2/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Volusion practices in deceptive marketing to lure small business or home business owners into a system that charges more than stated and does not provide the services advertised. A small group decided to try and setup a small online store. We decided to try out Volusion after reading their sales pitch online. "Try it for free no fees no credit card no risk." The company offers monthly plans or yearly plans for a discount. Not wanting to be locked into a year right away I decided to sign up for a $15 monthly plan with no transaction fees. Shortly after signing up I was dissatisfied with the product offered. The bandwidth and store features were limited. Also you were forced to sign up for additional services to get the store to function properly. Volusion centers their sales pitch on small business owners selling products online. When I first signed up I received a call from Volusion asking informing me they would not publish my site and make it "go live" until it went through an approval process. It was during this approval process that it was brought to my attention that you could not actually sell anything in your store without additional services being added. So I added a merchant account because what is the point of having a store if your can not sell anything out of it. The sales pitch for the merchant account was low 2.15% transaction fees. At this point I believe I have signed up for $15/month in web site hosting and 2.15% transaction fees. That was not what I got at all. After my store was finally "live" and selling only a few items in my store and looking at the first statement received from Volusion my bank account was debited almost as much as I sold $100. I canceled my store. It was not easy to figure out how to cancel my store and had to do some research on forums to find out how. There are many hoops to jump through to finally cancel your store. You have to agree to cancel multiple times and even though you cancel your service you may not get all your services canceled. Even though I signed up for the $15/month plan you are still charged a minimum amount of $25. Even after my store has been canceled I am still getting charged a Minimum monthly charge $25, Monthly Internet Gateway Fee $17.99, Compliance Fee $3.41, Monthly Service Fee $10.00, Network Fee $3.50 REG Comp $3.77 $38.67 in fees Total of $63.67 a month for an online store that has been canceled. Also after doing more research I understand when/if they finally cancel my service they will charge me a $99 cancellation fee. I read no mention of a cancellation fee anywhere. I understand a cancellation fee if I had singed up for a year long pass or signed a contract. But I did neither of those things just signed up for the "no fee. no risk" monthly plan. Also the company claims they do not share, sell or lease contact information. I received unwanted solicitation phone calls they day after signing up with Volusion before I had even made my website.

Desired Settlement: I would like this business to stop their deceptive practices and make amends to the customers that they unjustly charge when the customer has canceled their store. Simply putting a statement in a terms and conditions fine print should not give a company free reign to do what they please. One such statement in their terms and conditions refers to the fact that if you offer one of their employees a job you have to pay them a $200,000 penalty which seems outrageous. Terms and conditions are there to clarify the position of the company and customer not put any statement they want and hide behind the argument of "well you did read all the fine print." When a customers intention is clear they should not hide behind the statement that you did not jump through every hoop perfectly.

Business Response: When prospective customers visit the Volusion website, they are able to click the "Try It Free" button and provide minimal information such as name and email address (no credit card information is requested when signing up for a Free Trial), which will then allow them to try out the limited version of our software for 14 days. If, instead, they click on "Pricing" and then select a service plan and agree to the fees, they are requested to enter credit card details and review and agree to the Terms and Conditions.

As a plan was selected and the terms of service were agreed to, the order was processed, and the online store was set up with the full version of the Volusion software.  

Please note, the hosting plans, which can be found by visiting *********************************************, are not advertised as including a merchant account with the hosting service.  If merchants wish to process credit cards, a merchant account is required.  Merchants can apply for the merchant account through Volusion or through another provider, as long as the payment gateway the merchant chooses is on our list of compatible gateways.  If the merchant chooses to apply for the merchant account through Volusion, a contract is forwarded for the merchant to fill out, review, and sign, acknowledging and agreeing to the fees and Terms and Conditions.  

As a paid hosting plan was selected instead of the 14-Day Free Trial, and as the contract for the merchant services was signed, we are unable to provide compensation or waive any of the standard fees.

11/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I opened a volusion store, which seemed affordable at the time. At the time, it was not clearly disclosed that I would also need to set up a merchant account with them to process credit cards. I opened up the merchant account anyways. After all the fees, the total for the merchant store was $63.67 per month. (This is something many credit card processing companies do not charge a fee for at all). Nowhere did they make it clear that it would be that much, but I was still okay with it. It was more expensive than I anticipated but I had already committed much more money to having somebody build the store for me. After a while, I decided that e-commerce was not a direction that I wanted to take my company into, and I canceled my store. When I canceled the store, nobody told me that I had to cancel my merchant account by calling separately and then e-mailing them. Mind you- this is all one company. If I'm cancelling my store, why would they think I still need their credit card processing services if I can't even use them. I only figured this out after 4 months of getting hit with the $63.63 charges. After finally cancelling my merchant services account, I asked if they would refund the money back to the date that I cancelled my store. They said no, and that they would charge me a $99 cancellation fee. Cancellation fee? For what?

Desired Settlement: I would like a refund of my cancellation fee and monthly merchant services fees for four months back to the date that I cancelled the store.

Business Response: In reviewing this merchant’s account, we are able to confirm that the merchant placed his online store on the "On Hold" plan.  When a merchant chooses to place his website On Hold, Volusion stores the data from the website on our servers for $9.95/mo.  The merchant has access to update the maintenance message that his customers will see, but he is unable to work on the store. 

When the merchant visited **************************************** to place his store On Hold, he was required to agree to the terms given.  The following was advised in those terms:

"Please note that Volusion Merchant Services, Live Chat Premium, Fast Traffic, and SEO/SEM services cannot be placed on hold. To terminate billing for these services, each must be canceled / suspended as its terms of service stipulate. Failure to cancel services related to this order may result in continuation of related billing. No refunds will be granted in the event of failure to properly cancel additional services." 

As we did not receive a written request to cancel the merchant account until 11/04/2014, the merchant account remained open per the merchant services agreement and was therefore charged for the resources utilized.  While we are unable to offer a refund of the monthly fees, the $99 early termination fee is being waived as a one-time courtesy.

If the merchant would like to cancel his hosting service rather than keep it On Hold, he will need to visit http://my.volusion.com/customercare.aspx, log in with his myVolusion credentials, and click on the link “Thanks for the offer, but I’d like to cancel my store completely”.  He will then need to follow the prompts and fill out the required fields to cancel the hosting service.

11/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Our contract with Volusion was for $374 per month for eCommerce hosting, plus overages if applicable. Two months ago, they started claiming that we had massive overages on our account but our data shows our traffic was flat and/or down for those periods. The second period in dispute includes two weeks in which we didn't send any traffic at all to their servers since we moved our domain to another eCommerce platform. They refuse to provide specifics of the traffic in question. We dispute the last two billing cycles in which we were overcharged by $1759.00 and $1332.50. Additionally, they don't reply to requests to CLOSE our account. Very unprofessional the way they handle the billing portion of an otherwise good experience.

Desired Settlement: Partial refunds of difference between what was charged and $374 per billing period, which totals $3091.50, and closing of our account.

Business Response: We sincerely apologize for any frustration caused by the bandwidth overage issue. 

Regarding data transfer usage, merchants are provided with access to the stats area in my.volusion.com, so that they may have full visibility and control of bandwidth fluctuation.

Our support team did an analysis of this account by reviewing the merchant's stats page and found that the bandwidth overage stems from an IP address that was hitting the site repeatedly.  There is, unfortunately, no way to prevent spammers or bots from visiting a public website, other than to attempt to avoid the issue in the future by blocking the IP address associated with the hits.  

While Volusion's Terms and Conditions do provide a Service Level Warranty which guarantees network uptime, (*********************** ******* **), we are not able to compensate for software features or legitimate bandwidth usage. Merchants are provided with my.volusion.com and the stats area so that they are able to monitor bandwidth fluctuation.  Additionally, our Technical Support Team is available 24/7 in order to assist with any questions regarding the stats area.

Because the bandwidth usage was legitimate, we are unable to provide compensation for any overage charges.

Consumer Response: Complaint: ********

You continue to say that the usage was 'legitimate' but have YOU looked at the stats?  The IP address that was flooding our site for this two month period (66.85.148.170) had over 3.8 million page views in just one billing cycle.  To put that in perspective for you, that is 128,726 pageviews per day, 5,363 pageviews per hour, and 89.4 pageviews per minute FOR THE ENTIRE MONTH.   There is no way that this is 'legitimate' traffic.  If you can't grasp the impossibility of these statistics, please escalate this to someone who can.

Regards,

**** *******

Business Response: We do apologize for the continued frustration;  however, because access to the stats area is available to customers at all times, we are not able to compensate for data usage overages, regardless of the source of the IP address utilizing the bandwidth.  

Consumer Response: Complaint: ********

I am rejecting this response because:

That is still unacceptable.  We have not been given a working tool to block traffic from troublesome IP addresses.  I have an open ticket from two years ago where we reported that your IP blocking mechanism is non-functional.  Access to the stats is not useful for us if we can't take action based on that data.  I'm attaching a PDF of the ticket referenced above.

Regards,

**** *******

11/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up for an account with Volusion for an online store. To start with there were several extra expenses not disclosed before sign-up. It took them 2 weeks to transfer and set up the DNS for my site. Each time I would call or contact them they would blame another department and tell me to wait another 24-72 hours. I requested several times at this point to cancel everything and issue a refund and they would redirect me to wait longer insisting it would get fixed soon. Customer service has been a complete nightmare and they've all but ignored all my pleas for help. Once set-up I found that their service doesn't even offer the functions that are needed for my site. I always offer multiple "Buy X Get Y Free" promotions across different categories and they don't allow for this. Many of my products have variations that have different prices. I've always been able to combine the listings. With Volusion each item has to be listed separately creating extra work and a dysfunctional over-crowded site. They claim to have a 30-day money back guarantee and yet they refuse to honor it. Furthermore they now have my domain locked so that I can't transfer it back to my original host.

Desired Settlement: I want all of my money and fees refunded and my domain name transferred back to my original location Host Gator

Business Response: We sincerely apologize for any frustration caused by our transfer process. In reviewing the chat logs and tickets on the account, it was noted that the customer did receive assistance with getting the DNS propagated, but we definitely understand the stress involved while waiting for it to complete. Unfortunately, the system is not able to be manually adjusted to propagate faster, so we were unable to speed the process.

The customer has requested cancellation and was provided a refund of the first month’s hosting fee ($10). The original order included a discount of $125 off of the standard $135 price for the Premium plan. The SSL ($89), which was successfully installed, cannot be refunded, as it is not part of the first month’s hosting fee, and the work was completed for installation. However, the customer is welcome to take the SSL certificate to use on another hosting platform. We are currently working with our IT team to have the file forwarded. 

Due to the frustration with the DNS propagation, we have refunded the full price of the inbound domain name transfer ($19.75). Per ICANN policy, a domain name registration cannot be transferred from one registrar to another for 60 days from the date of registration. The customer will be able to transfer out the registration beginning on 11/30/14.  Information on achieving this can be found at : http://support.volusion.com/article/transferring-domains-myvolusioncom
 
Again, we apologize for any frustration caused by the transfer process. We wish this customer the very best in all his future business endeavors.

10/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On September 2, 2014, my team and I noticed two glitches on our website that was occurring on some versions of a popular browser. Here is a description of the first glitch: Our website contains a navigation bar at the top of the site that is consistent on every page throughout the entire site. On the navigation bar are some of our main product categories. When a visitor hovers his/her cursor over one of these categories, a subcategory drop-down menu appears. The glitch occurs when a visitor attempts to select one of those subcategories in the drop-down menu; upon attempt, the menu disappears before the visitor can make a selection. This glitch is consistent across popular web browsers, ******** ******** * (IE9) and ******** ******** 10 (IE10). The glitch made our website very difficult to browse, and the fact that the glitch was appearing on popular browser platforms was adversely affecting our business and a frustrating matter, to say the least. The next day, on September 3, 2014, we addressed this issue to Volusion's support team via a "ticket", and they acknowledged the error and promised to look into the issue. 7 days later, we found the same error happening on another part of our website; on our sidebar menus. This follow-up fell on deaf ears. After more than 48 hours of no reply, I requested for them to at least give us some notification that they have at least acknowledged the follow-up. After 4 days of no response, I created an all new ticket, requesting them to respond to the first ticket. They responded. What they responded with was dumbfounding. The following is their response: "Hello, I have verified this issue and have forwarded it to our Product Management team for further review. Unfortunately at this time, I cannot provide you an ETA for a solution. Having said that, this ticket will remain open and we will reply as soon as any updates are available. Additionally, please note that this ticket will be documented outside of our CRM system for our Development Team, which means we will not actively be checking this ticket for replies from you. If you have any additional issues with your store, please create a new ticket to our Support Team and they will be happy to address any further concerns. Thank you for choosing Volusion! ***** *. Product Specialist " Missed it? Here it is again: "please note that this ticket will be documented outside of our CRM system for our Development Team, which means we will not actively be checking this ticket for replies from you." Even simpler: "we will not actively be checking this ticket for replies from you." In the most eloquent manner possible, they simply stated "we will not listen to you". This is the type of service that we were met with. As of today, October 7, 2014, it has been 20 days since that last update from Volusion. In total it was been 34 days since the original ticket was filed. The manner by which Volusion is addressing our issue is unprofessional and negligent, and we demand Volusion to expedite the matter and resolve this inappropriately delayed issue.

Desired Settlement: 1. A formal apology from "***** *, Product Specialist" for writing us that inappropriate response that essentially informed us that our matter is will to be ignored. 2. For this issue to be resolved in the next three business days. (35 days to solve one HTML error is grossly inappropriate) 3. In the attachment I sent in the ticket, there was another error that caused the word "false" to show up on the drop-down menus. We need this fixed along with the aforementioned error within the same deadline.

Business Response: We apologize for any misunderstanding caused by the communication from our Product Specialist.  The email which the Product Specialist sent was not specific to the customer's issue, but was a standard response intended to convey information and set expectations regarding the resolution processes and timeline.  As issue resolution is prioritized according to multiple factors, including number of occurrences, number of customers experiencing the issue, and the resources available to address the issue, the Product Specialists are not able to state a specific time in which any issue is able to be resolved.  The Product Specialist definitely did not intend that his communication should be interpreted to sound as if Volusion doesn't care about the customer's issue, and we apologize if that was the impression conveyed.  The email did direct the customer to contact our Support Team should he wish to address any further concerns;  our Support Team is available 24/7 and would be happy to provide the customer with information regarding the status of his issue.

Consumer Response: Complaint: ********

I am rejecting this response because:

This response made no effort/attempt to resolve this matter. Thus we are rejecting this response because it does not solve our initial problem.

Volusion stated that the offending email was a non-specific/pre-fabricated/template/non-genuine(/etc) response. This simply makes matters even worse. This sort of insincere treatment of a customer's case is simply inappropriate.

I do not accept the response made by Volusion, because this response is not an attempt to resolve this complaint.

Our demands remain the same.

Regards,

**** ***

Business Response: The customer did follow the correct procedure in reporting his issue, and the response he received did provide accurate information regarding the next steps that will be taken by the company in reviewing the issue.  As previously stated, issues are prioritized based on a number of factors, including number of occurrences, number of customers experiencing the issue, and the resources available to address the issue.  Because of this, it is not possible to give an ETA for resolution of this issue.

Consumer Response: Complaint: ********

I am rejecting this response because this is yet again a failure to resolve this issue.

I believe that this issue may reach a timely resolution if Volusion's attention were diverted towards solving this matter rather than on producing barren responses elaborating reasons on why this issue cannot be fixed.

To allow ample attention on the matter, we will relinquish the apology portion of our demands so that more time may be diverted towards assessing the more urgent matter at hand.

Otherwise, our settlement demands still remain the same: repair the glitch. However, since it has surpassed the time requested for this matter to be resolved within, we may demand a compensation for product defect.

We thank you in advance for your cooperation on this case.

Regards,

**** ***

10/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had our website done by Volusion and they deleted the design which cause us to lose $5,000 we requested the codes and the last email they send us was that they were working on recovering the design, we never heard back from them.

Desired Settlement: We need them to recover our website design and be able to get the codes, or to get the refund. Thank you!

Business Response: We apologize for any frustration this issue has caused.  As the customer did not continue to pay for services, the website was stopped.  Thirty days after a site's deactivation, any information contained on that site is purged from Volusion's system and is unrecoverable.  Volusion's Terms and Conditions state that backing up website content is the customer's sole responsibility. 

The Terms and Conditions also state that purchasing design services is a purchase of the time and creativity of Volusion’s design team.  Attached below is the relevant excerpt from the Terms regarding the design. Our full Terms and Conditions can be found online at http://www.volusion.com/legal. 

As Volusion did provide the design services to the customer per our Terms and Conditions, we are unable to provide a refund.


 

Design and Development:
 

Grant of License

Upon final and full payment of all fees associated with the Deliverables, Volusion grants to Customer a limited, non exclusive, license to use, reproduce, display, and perform, works based upon the Deliverables, Volusion Technology, the Generic Modules, and all Intellectual Property rights contained in the Custom Work Product on the designated domain. This license shall only extend to the extent necessary for the Customer to maintain a web site while hosted with Volusion.

Volusion's Rights

Custom Work Product, Software, Volusion's Content, Volusion Technology, the Generic Modules, and all Intellectual Property rights contained therein are and will remain the sole and exclusive property of Volusion.

Fees for Design Services

While the sale of Volusion Services are final and without a right to refund, we understand that Design Services require a longer involvement and circumstances may change. In order to provide flexibility to You, Volusion allows the following refunds for Custom Design Services only: If after the initial consultation with the Design Service team, Customer no longer wishes to purchase the design package, Customer may notify Volusion within one (1) business day to obtain a full refund. Once the Design Services team has begun work on the project, full refunds are no longer available. A partial, pro-rated refund may be obtained within thirty (30) days after the first Customer input is required for the specified Service. Such refund will be pro-rated to compensate Volusion for any expenditure in time, money or other resources already spent on the partial provision of the Services. No refunds will be issued for Premium Templates once they are installed on the customer store.

10/6/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 7/9/14 I requested that my Merchant Account with Volusion be closed effective 7/22/14. They closed my account, per my request, on 7/22/14 and charged me an early termination fee per our agreement. The problem began in September. On 9/8/14 I received a bill for $63.97 for a $25 chargeback fee and associated transaction fees from the month of August. I had already paid this $25 chargeback fee in June when the chargeback hit the first time. I disputed being charged the $25 twice (June and August) and the resulting $38.97 in transaction fees from the month of August that resulted. On 9/24/14, Rose Ann replied and said they would waive the 2nd $25 chargeback fee but I still have to pay the $38.97 in transaction fees. Why do I have to continue paying transaction fees when my account was closed on 7/22/14?

Desired Settlement: I want the $38.97 transaction fees for the month of August waived. I have confirmation from Volusion that my account was closed 7/22/14. I did not authorize any additional transactions after 7/22/14. I do not want to be continue receiving bills for transaction that Volusion continues to process even though I requested my account to be closed 2 months ago.

Business Response: We apologize for any confusion regarding the two $25.00 fees.  When cardholders initiate disputes with their issuing bank against a merchant, a $25.00 Chargeback Fee is automatically assessed and will appear on the next statement.  This fee is assessed whether the dispute is legitimate or not.  The fee covers the administrative costs to review the dispute.  This fee was added to the merchant’s June 2014 statement.

Once a cardholder’s dispute is found permissible, the disputed amount is debited from the merchant’s bank account.  When the dispute amount is debited, it
is considered a transaction.  This means that, while the merchant may have requested cancellation, if a chargeback is received and found legitimate, the
monthly fees and the $25 Monthly Minimum are assessed. 

We have agreed to waive the $25 Monthly Minimum on the August 2014 statement, leaving a balance of a lesser amount.  We are unable to waive the remaining monthly fees,  as a chargeback was initiated by the merchant’s customer.

Consumer Response: Complaint: ********

I am rejecting this response because: the monthly fees should have ended when I closed my account in July. I closed my account the 3rd week of July, which was confirmed.  I should not continue to be charged monthly fees, for any reason, after my account is closed. When an account is closed, it should be closed.

Regards,

******* *******

Business Response: Our Collections Team has agreed to waive the full balance as a one-time courtesy.  If additional chargebacks occur, the monthly fees will be assessed per the Terms and Conditions.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. THANK YOU!

Regards,

******* *******

9/30/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have a volusions web hosting account and saw an advertisement for their merchant services while working on my website. Their adverstisement claimed 2.15% with no monthly fees. The advertisement stated free. I took an application with one of their representatives. Her name is ******* ******. I asked her to clarify that it is a free account and there are no monthly fees. She said that is is free with no monthly fees. All I pay is the 2.15% When the application was done, I found out in the papers that there was many monthly fees (more expensive then the one I'm currently with) and told her to revise the application to reflect that their merchant services was free or else to cancel the application. I called her up the very next day and told her to cancel because it was not what she verbally stated nor was that what the advertisement stated. I also immediately emailed her to cancel. Evidently when she said that there were no monthly she was lying. They do not honor free account with 2.15% and even proceeded to bill me $63.67. I had tried many times to contact ******* ******. This is unprofessional what she is doing. Outright lying is unprofessional. Not explaining the application even when she was lying is unprofressional. Not cancelling the application immediately upon my immediate verbal and written request is unprofessional. I spoke to **** * from Volusions on the phone. He told me to send me email showing that I asked ******* to cancel and to ask for reimbursement for the $63.67 and to not charge me a cancellation fee of $100. He said Volusions will take care of their customers. I did so, and then I received a letter from **** *. stating that they won't reimburse me for the $63.67 and will charge me $100. These corrupt business practices must stop. How would you like it if someone did that to you ******* ******? How would you like it if someone did that to you **** *? How would you like it if someone did that to you **** *? How you you three like it if someone lied to you and use these immoral business practices to open an account and start charging you when claims of a merchant account with no monthly fees is false? How would you like it if after you provide proof that you immediately asked the application to be cancelled but someone will reject the proof. I don't think you would like it. Therefore, don't do to others what you don't like to be done to yourselves. Someone should do these things to you so you know exactly what it feels like. Feels like being cheated in so many levels.

Desired Settlement: Refund $63.67. Close the merchant account that was falsely advertised. Do not charge me that cancellation fee $100 since it was falsely represented and I had requested verbally and in writing that the application be annulled.

Business Response: Volusion does not advertise that there are no monthly fees associated with a merchant account.  When merchants visit www.volusion.com, and click on Services and Credit Card Processing to obtain information and/or apply for the merchant account, the website states that the merchant account has a “2.15% transaction rate and low monthly fees”.   As part of the merchant account application process, merchants must acknowledge and agree to the fees listed on page two of the application. As the merchant digitally signed the application, thereby agreeing to the terms and fees, the fees listed on the application were assessed.

In reviewing the call between the merchant and his Volusion Payments representative on 06/24/2014, the merchant asked for information regarding any application fees and per-transaction fees.  The representative correctly advised that there are no application or setup fees, and she proceeded to explain the per-transaction fees of 2.15% and $0.34.  The representative did not advise that there were no monthly fees or that the service was free.

The merchant account application was approved, and an approval email was sent to the merchant on 06/24/2014.  The merchant emailed the Volusion representative two days later, asking for an explanation of the fees listed in the application (which the merchant had already signed and submitted and which had been approved two days earlier).  The Volusion representative replied, explaining that the fees are listed on page two and advised the merchant that if he wished to cancel, he would need to contact our Merchant Care Team, as they handle all cancellations.  She then provided the contact information for the Merchant Care Team.

As the merchant did not contact our Merchant Care team until 08/12/2014 to request cancellation, the merchant was charged the monthly fees for services
rendered during the period the account was open.  We are unable to offer a refund for the fees that were assessed for the merchant services. 

Consumer Response: Complaint: ********

I am rejecting this response because:

They are not telling the truth. They have never told the truth.
Attached is volusions advertisments. Also attached is proof that I instructed ******* ****** to cancel merchant application after I found out she was not truthful about Volusions having no fees of any kind.

Regards,

*** **

Business Response: The advertisement for our merchant services advises that there are no application, setup, or annual fees.  We do not advertise that there are no monthly fees.  When merchants click on the Apply Now button, they are taken to a brief form where they enter information such as their name, business name, and contact information.  After the form is submitted, the merchant is then emailed a full application.  On page two of the application, the fees for the merchant services are listed, including monthly fees and per-transaction fees.  As the merchant signed the application, he acknowledged the fees itemized on this page and agreed to have them debited from his bank account.  

Business Response: The advertisement for our merchant services advises that there are no application, setup, or annual fees.  We do not advertise that there are no monthly fees.  When merchants click on the Apply Now button, they are taken to a brief form where they are asked to enter information such as their name, business name, and contact information.  After merchants submit the brief application, they then receive a full application via email. On page two of that application, all of the fees for the merchant services are listed, including monthly fees and per-transaction fees. 
As this merchant signed the application, he acknowledged the fees itemized on this page and agreed to have them debited from his bank account. 

Consumer Response: Complaint: ********

I am rejecting this response because:

Here is link from ripoffreport.com that is similiar to my situation:


****************************************************************************************************************************************************

Consumers, beware, do no open merchant account with Volusions. Their employees are extremely deceptive. They will hang up on you after they grab and steal your money.

I've reported 3 of their employees to the Federal Trade Commission.

Here are some more dirt on them:


************************************************************


BEWARE OF VOLUSIONS. THIS IS HOW THEY WILL TREAT AND LIE TO YOU ONCE THEY DECEIVE YOU AND TAKE YOUR MONEY. ONCE THEY TAKE YOUR MONEY IT'S GONE. ALL YOU CAN DO IS WARN OTHERS AND REPORT THEM TO THE FEDERAL TRADE COMMISSION.




Regards

Business Response: The fees for the merchant services are prominently displayed at the top of page two of the twelve-page agreement.  It is also advised on page two that by signing the page, the merchant acknowledges that he received a copy of the terms and conditions and that he agrees to all terms and conditions contained therein.  It is further advised upon the same page that by signing, the merchant certifies that all information provided is true and accurate, and that he authorizes our payment processor, Global Payments, to initiate debit entries to his checking account.  

Merchants are required to sign and initial four of the twelve pages of the merchant services agreement. As Volusion provided all pertinent information in the binding application agreement, and as the merchant signed and initialed all four pages, thereby agreeing to the fees, bank account debits, and all of the terms and conditions, Volusion is required to abide by the agreement, as it is a binding contract.

Consumer Response: Complaint: ********

I am rejecting this response because:

Don't believe anything they say. They lie and like to use play on words to justify their lies. Use other reputable merchants like cdg commerce.
These people will support their lies with more lies. DO NOT OPEN MERCHANT ACCOUNT with them.

Regards,

9/30/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We had purchased services from Volusion, which included a yearly hosting plan at $35 a month, we paid for a whole year all at once. We had also purchased a custom template in the amount of $4995. Since we had signed up for a yearly package, we assumed we would only be billed, well, yearly, as it is a yearly plan, correct? They started billing us monthly which had caused overdraft charges on our debit card. We had complained about it, but they said they like to charge a dollar and some change monthly for some service that has ZERO to do with us. It is for credit card processing, we do no such thing, never had. We feel that they also did a terrible and amateurish job on the template, and had to have them fix it multiple times, we had to open multiple tickets to get it done, and it was still no where near what we originally wanted and paid for. Though we would have kept it and had someone else fix it at a later time. Since they kept billing our debit card every month, and we were getting big overdraft fees, we had to cancel our service altogether to protect our debit card, and our money. Now, we have the issue of the $4995 we spent on the template package. We gave them the $4995 in full, and we have ZERO to show for it. We'd like to have a refund for it. We had asked for the files and layered images, they said they can give us low quality flattened images only. For $4995, we thought we'd get better service and quality, but no. We tried to negotiate a partial refund with them, but were pretty much told to get lost. Though they did refund us for the $35 x 12 months. Still out $4995, and still no template.

Desired Settlement: Give us our money back.

Business Response: We apologize for any misunderstanding regarding the fees for the annual plans Volusion offers. Upon checkout, every customer is advised of the additional PCI service and overage fees with the following text: 

Additional bandwidth is available at $0.007 per 1MB per month.
A PCI Service fee of $1.83 will be added to your plan each month. 

When customers sign up for annual plans, they are entering into a contract which advises that in return for agreeing to stay with Volusion for one year, they will pay a reduced fee. The Terms and Conditions also state that while cancellation is possible, a refund will not be available for any remaining portion of time during which the service is discontinued. 

In reviewing the customer’s account, we were unable to find any calls in which the issue of billing was addressed.

It is important to note that the PCI service fee is in place for the implemented five layers of protection between a customer’s business and potential hackers and is beneficial to all customers who sign up for a Volusion hosting plan. Upon receiving the customer’s compensation request in the third cycle of hosting, we attempted to work with him by offering to waive the PCI service fees for the remaining portion of the annual plan. As we were advised this would not be a satisfactory solution, we then offered to void his contract and bill him as though he had been on a monthly plan versus the yearly plan, should he decide to cancel at that point. We were advised that this was likewise not an acceptable resolution. We then proceeded to provide a full refund of the hosting fees, because we do understand that the issue had been a frustrating experience for the customer, and subsequently the credit was issued as a one-time courtesy.
 
The customer was advised that a refund for the Design Package would not be possible, as our designers had already completed the project and delivered the service. We must stress that any design work done by the Design Team is the exclusive property of Volusion.  Additionally, a customer has the right to utilize the design work only on a Volusion store. Any fees paid are for the creation and installation of the work on a Volusion store.

With regard to reaching out to our Design Team on multiple occasion to fix and adjust certain aspects, this is part of the normal process for a design service. Our designers definitely want to work with each customer to get the right look and feel for the template and often do make additional adjustments when possible. We apologize for the frustration this customer experienced, and we have attempted to take every avenue possible to try and work with him, but we are unable to issue a refund for the design work which was completed and delivered.

Consumer Response: Complaint: ********

I am rejecting this response because:

Per their own terms of service, it says, under Section 9, Subsection E Annual Plans, "If you purchase Services on an annual or multi-year plan, you will be billed in advance for each 12 months of such Services".

I ordered an annual plan, and they violated their own terms of service by billing me monthly. Simple as that. If they feel the need to charge a monthly fee for annual plans, why is it not in their terms terms of service page? Found here: http://www.volusion.com/legal In their terms of service, it does not say ANYTHING about reoccurring monthly fees when an annual plan is purchased.

Because of this, our debit card was charged without our permission, and because of funding not available in our debit card, we got overdraft fees, 3 times.

They violated their own terms, we needed to protect our debit card, so we asked to cancel service.

Once we canceled service, I had asked for the files and logos that they created, and were ignored. Once I finally did get in contact, they said that the template that I paid $4995 for, is their "intellectual property" and the only way I can use that template (that I paid $4995 for), was to return to their service, for a fee of course.

At this time, I am holding off taking them to court, they have a chance to correct their wrong and give me my $4995 back. They can keep the template and sell it to some other customer. But keeping my money and my template is downright criminal, considering that they violated their own terms that they insist that I adhere to. I did have a lawyer look over their terms of service, and they had pointed out that there is no mention of monthly reoccurring fees when an annual plan is purchased.

We trusted them with a lot of our money, and they really let us down.


Regards,

**** *****

Business Response: The customer was billed in advance for a year’s worth of Bronze hosting fees. As stated on the checkout page, the PCI and Bandwidth Overage fees are billed monthly. Please note, these fees are separate from that of hosting. We apologize again for any confusion, and though the customer had access to the information which stated how the hosting plan would be billed versus the bandwidth and PCI fees, and he agreed to these terms upon checkout, we have already issued a full refund of hosting fees. 

Regarding the design template, we are unable to issue a refund, as the services purchased were delivered in full. Per the Terms and Conditions located at http://www.volusion.com/legal the following information is stated and details Volusion’s right to the work, the customer’s right to the work, and information regarding refunds: 

Design and Development:

Grant of License
Upon final and full payment of all fees associated with the Deliverables, Volusion grants to Customer a limited, non exclusive, license to use, reproduce, display, and perform, works based upon the Deliverables, Volusion Technology, the Generic Modules, and all Intellectual Property rights contained in the Custom Work Product on the designated domain. This license shall only extend to the extent necessary for the Customer to maintain a web site while hosted with Volusion. 

Volusion's Rights
Custom Work Product, Software, Volusion's Content, Volusion Technology, the Generic Modules, and all Intellectual Property rights contained therein are and will remain the sole and exclusive property of Volusion. 

Fees for Design Services
While the sale of Volusion Services are final and without a right to refund, we understand that Design Services require a longer involvement and circumstances may change. In order to provide flexibility to You, Volusion allows the following refunds for Custom Design Services only: If after the initial consultation with the Design Service team, Customer no longer wishes to purchase the design package, Customer may notify Volusion within one (1) business day to obtain a full refund. Once the Design Services team has begun work on the project, full refunds are no longer available. A partial, pro-rated refund may be obtained within thirty (30) days after the first Customer input is required for the specified Service. Such refund will be pro-rated to compensate Volusion for any expenditure in time, money or other resources already spent on the partial provision of the Services. No refunds will be issued for Premium Templates once they are installed on the customer's store.

Business Response: The customer was billed in advance for a year’s worth of Bronze hosting fees. As stated on the checkout page, the PCI and Bandwidth Overage fees are billed monthly. Please note, these fees are completely separate from the hosting fees.  We apologize again for any confusion, and though the customer had access to the information which stated how the hosting plan would be billed versus the Bandwidth and PCI fees, and though he agreed to these terms upon checkout, we have already issued a full refund of hosting fees. 

Regarding the design template, we are unable to issue a refund, as the services purchased were delivered in full. Per the Terms and Conditions
located at http://www.volusion.com/legal the following information is listed and details Volusion’s right to the work, the customer’s right to the work, and information regarding refunds: 

Design and Development:

Grant of License

Upon final and full payment of all fees associated with the Deliverables, Volusion grants to Customer a limited, non exclusive, license to use, reproduce, display, and perform, works based upon the Deliverables, Volusion Technology, the Generic Modules, and all Intellectual Property rights contained in the Custom Work Product on the designated domain. This license shall only extend to the extent necessary for the Customer to maintain a web site while hosted with Volusion.
 

Volusion's Rights

Custom Work Product, Software, Volusion's Content, Volusion Technology, the Generic Modules, and all Intellectual Property rights contained therein are and will remain the sole and exclusive property of Volusion.
 

Fees for Design Services

While the sale of Volusion Services are final and without a right to refund, we understand that Design Services require a longer involvement and circumstances may change. In order to provide flexibility to You, Volusion allows the following refunds for Custom Design Services only: If after the initial consultation with the Design Service team, Customer no longer wishes to purchase the design package, Customer may notify Volusion within one (1) business day to obtain a full refund. Once the Design Services team has begun work on the project, full refunds are no longer available. A partial, pro-rated refund may be obtained within thirty (30) days after the first Customer input is required for the specified Service. Such refund will be pro-rated to compensate Volusion for any expenditure in time, money or other resources already spent on the partial provision of the Services. No refunds will be issued for Premium Templates once they are installed on the customer store.

Consumer Response: Complaint: ********

I am rejecting this response because:

PCI service is for people that accept credit cards. We do no such thing, never once accepted credit cards, why should we be charged for that service? We never asked for it, never wanted it, never needed it. They just sold it to us regardless of us needing it or not. Just a way to squeeze a little more money out of their customers. No other company charges for PCI this way, either it's free, or as an add on option. Never mandatory, and never as a hidden fee that's billed monthly with annual plans.

I still have no service, no template, and no money. Volusion still has my $5000 and I have nothing because of sketchy hidden wording in their website (outside of the terms page). If paying for PCI fees is a TERM, why is it not in the TERMS page!?

I had to cancel service because I needed to protect my debit card, because I was unaware I would be getting reoccurring monthly charges and did not keep sufficient funds there for them to take. The TERMS page did not inform me I would be getting monthly reoccurring charges, it actually told me otherwise, it said annually.

I may have agreed to the terms of service (the terms that were actually there) as Volusion has pointed out many, many times, but I also assumed Volusion would follow the terms too (the ones that are actually there, not made up ones). Volusion violated their own terms which caused multiple overdraft fees on my debit card. We had to do what we needed to, to stop the overdraft fees. Volusion did something that was outside of what the TERMS page said they would do, and because of that, because it was something I did not agree to, they need to refund me the entire amount.

Seems Volusion wants their customers to follow the terms and everything else by the book, but Volusion can do whatever they want, make up rules as they go, and steal customer's money and turn around and say we agreed to it.
I do not understand how it's fair that I have nothing, and they have my $5000 and otherwise telling me to get lost, too bad for you... I don't know how they sleep at night...


**** *****

Business Response: We apologize for any misunderstanding regarding the PCI service fee.   It is not a hidden fee, as the checkout page states that the fee will be added to the hosting service monthly.  Due to the frustration caused, however, a full refund of the prepaid hosting fees was issued to the customer on 8/8/2014. 

Because work was completed for the design service, we are unable to issue a refund as requested. As previously advised, we attempted several different measures to ensure that the customer did not have to leave Volusion, including offering to completely waive the PCI fee for the remainder of the year’s cycle. Every effort was made to continue service, provide the template, and remove the PCI fee, but the customer opted to cancel.  Again, we truly apologize for the negative experience and wish the customer all the best in his future business endeavors.

Consumer Response: Complaint: ********

I am rejecting this response because:

The fact of the matter is, if Volusion didn't forget to mention the PCI charges on the Terms page, I could have prepared for the charges that were going to happen, and we'd be moving right along with little to no incident and we'd still be with Volusion.

BECAUSE I kept getting overdraft fees because of charges that were not mentioned in the TERMS, I had to leave Volusion to protect my debit card.

They make it so I can't bring the template with to another service, or get a refund. This is ridiculous!

I am standing by the fact that because the PCI charges weren't mentioned in the terms and I was charged anyways which caused me further charges, and also because I can't bring the template to another service, I should be refunded in full.I do not agree with anything but a full refund, because of a discrepancy in Volusion's TERMS, I ended up with hundreds of dollars in overdraft fees, and now they have my template (which they say I can only use with their service) and they also have my $5000. How can they do that?! Take my money and my template!? Charge me things I never agreed to (I did agree to the terms, but the terms do not say I have to agree to hidden fees written in micro fonts NOT in terms page) which ended up in overdraft fees, and they still don't care. They have my $5000, I guess they don't need to care.

I am going to ask kindly, regardless of your interpretation of your terms, could you PLEASE give my my money back?? My business needs it for a better website. I'm sure $5000 means a lot more to us than it does to Volusion, they are a big company, we are a company a fraction the size of them.

And for crying out loud, CHANGE YOUR TERMS!! Put the PCI charges in there with a normal sized font, so customers know, especially those with poor eyesight, like myself. 

Regards,

**** *****

9/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We signed up for this service this summer. The charges were advertised at $15.99 per month. That spiraled out of control with additional fees and charges like $50 for an SSL certificate. Then Merchant Account processing was represented as a $25 sign up, but was then billed at $65+ per month and best of all it never worked. We were billed 3 moths for this, but never received the service we paid for. Statements and account information never reflected the same charges which further confused the billing issues. We further invested in a web template for $99 additional payment. After everything was in place we were then charged for overages in the websites traffic usage. We tracked the usage with ****** ********* and amazingly 8 to 12 visits per month were able to cause overages. After realizing this was a scam we cancelled all services, which was almost impossible, which is all part of the scam. Very dishonest company in our experience. They even tagged on a $99 bonus check for themselves once we tried to cancel everything. We were never informed of that one.

Desired Settlement: We would like to be apologized to for being deceived and lied to. Of course we would like some or all of our money back, but we realize that we will only get a lame answer as to how it is our fault and we wanted to be ripped off.

Business Response: We sincerely apologize for any misunderstanding regarding the hosting and merchant account fees. We definitely understand that it can be alarming to receive charges which were unexpected, but Volusion does make every attempt to ensure that customers are aware of any charges which will be incurred.

Volusion does not currently offer merchant services with the hosting plans.  The merchant account is a separate service and requires merchants to fill out and sign an application, which is a contract with Volusion and our payment processor, Global Payments.  

On 05/30/14, our Volusion Payments Team sent this merchant the application and spoke with the merchant, providing instructions for submitting the application.  Page two of the application lists the per-occurrence, as well as the monthly fees, for the service.  The merchant signed the application, acknowledging these fees and agreeing to have them debited from the bank account provided.  By signing the contract, the merchant also agreed to the terms and conditions within the application agreement, which advises of the three year term and the $99 early termination fee.

With regard to the hosting fee, the customer signed up for a $15-per-month Mini Plan, which comes with 1 GB of bandwidth. The full list of features is available on the Volusion pricing page, as we understand that it is important for customers to be able to discern which plan will best fit their needs. Upon choosing a plan, customers are taken to the check-out page wherein the overage fees and PCI fee are explained. In addition to this, every customer account includes access to a My Volusion area, which has a stats monitoring page available 24/7. This allows the customer the ability to review and monitor bandwidth usage on a monthly, weekly, or daily basis. 

During the first month’s cycle, the customer used 2.2GB of bandwidth. As the Mini Plan only comes with 1GB per cycle, an overage fee of $8.40 was assessed. During the second month’s cycle 2.6GB were used, and so the customer was billed an additional $11.20.
It is important to note that Volusion offers 24/7 support via chat, email, and phone, so that a representative is always available should a customer have any questions about fees or the software itself. Our technical support representatives are able to assist customers with reviewing and monitoring their bandwidth usage, and can even provide tips on minimizing bandwidth usage.

In terms of the $50 fee for the SSL, please note that the standard fee for this product is $89, but the customer was able to use a coupon which reduced the price to $50. Upon purchasing the SSL, the customer agreed via ticket to the pricing and terms.

Consumer Response: Complaint: ********

I am rejecting this response because:

Volusion.com's response sounds real pretty.  Only problem is it is simply not a truthful representation of the events and their policy's.  They claim that these fees were straight forward and explained, however they are buried so deep within the fine print that you do not truly become aware of them until you can not stop the ongoing bank drafts that you did not authorize.  They make sure and use a bank draft since it is hard to get stopped.  A credit card is as simple as reporting the fraud and they will stop it immediately or you can have the number changed.  The cancellation fees are ridiculous.  They advertise $15 per month for a small account.  As soon as you sign up they begin sending you emails on how you can pay to get more out of your bandwidth.  In our experience with other providers the bandwidth is unlimited, but before we even started using the store we were out of bandwidth from Volusion.com  They bait you with $15.99 and then switch it to more and more fees if you want it to work.  Now, I am pretty sure that Bait and Switch is not even legal in most places, but anywhere in the world that is considered dishonest.  Then to top it off, once you figure out they are ripping you off they say "hey, if you want to break up with us it is another $99 to get us to go away"  What is that about?  Then of course are all the other things they hit you with like an SSL and store templates.

They do have someone available for customer service all of the time.  However, that is not to say that it is anyone who can actually answer your questions.  The really great thing about their customer service is when you try to cancel, well, the customer service goes out the window.  You are on your own to figure out the maze of bologna that you have to go through to cancel anything.  Call this place, email this place, send a different message to another department, and if you ...... then you must.... or you continue to be charged.  

Invoices read more complicated than a phone bill and are their own batch of problems.

This is not about the money, but rather about the principal.  This was a test site for us and we are large enough business that losing several hundred dollars to fraud is annoying, but nothing that will really matter at the end of the day.  We sincerely feel for the small time guy who wants to try something and gets fleeced by someone who spends more time making their scam as legal as they can instead of just offering a quality service for a quality price.

Regards,

***** ******

Business Response: The merchant set up two different services with Volusion.  The $15/month plan to which the merchant is referring is for eCommerce hosting.  The merchant can find information about the features included in the Mini hosting plan on our website.  Hosting plan information is available at http://www.volusion.com/hosting-plans-pricing.  Merchants are able to purchase an eCommerce hosting plan directly from our website and cancel at any time. 

Volusion does not advertise that any of the hosting plans include a merchant account.  As a merchant account provides the ability to process credit cards, and as there are several companies involved in credit card processing --- such as the payment gateway, the payment processor, the card associations ****** *** ********* ****** etc, --- credit card processing is a separate service and cannot be purchased directly from our website.  

In order to begin the process of obtaining a merchant account, merchants may visit our website and click on "Services", then on "Credit Card Processing". They will be taken to the page found at http://www.volusion.com/ecommerce-credit-card-processing.  Volusion does not advertise on our credit card processing page that this service is free.  Merchants begin the application process by clicking on the "Apply Now" button and providing minimal information, including name,
business name, phone number, and email address.  This information is then forwarded to a Volusion Payments’ representative, who will send the full application to the merchant via email.  The fees for this service are prominently displayed at the top of page two of the application.  Merchants are required to sign and initial the first four pages of the application, if they agree to the information listed and to the terms and conditions, which are included within the agreement.

Please note that page two of the agreement advises that by signing that page, the merchant acknowledges that he/she received a copy of the terms and conditions, and that he/she agrees to all terms and conditions contained therein.  This page also advises that by signing the agreement, the merchant is certifying that all information provided is true and accurate, and that our payment processor, Global Payments, is authorized to initiate debit entries to the merchant's checking account.  

As Volusion provided all pertinent information in the binding application agreement, and as the merchant signed and initialed all four pages agreeing to the fees, debits to the bank account, and all of the terms and conditions, Volusion is in accordance with the terms of the agreement.

Consumer Response: Complaint: ********

I am rejecting this response because:

The information is not forthcoming.  You have your fees hidden in a the small print in pages of mumbled jargon.  Being up front and in the open with you business is what being honest and trustworthy is all about.  I should not buy something and then get all these additional fees later down the rode because you HID them in the agreement.  That is shady and just plain and simple not acceptable.  These are the types of business practices that lead consumers to join together into class action lawsuits.  Judging by the results you find of this same deception to other parties I would say you are well on your way to finding out all about them.

We never stated that we thought a Merchant Account was part of the plan.  Don't talk in circles.  The merchant account that we were charged for though, well it never did work wither.  It would not process credit cards because it was never truly activated.  Not sure how you justify your affiliate charging us for that garbage, but it seems consistent with the rest of the Volusion.com experience.

The web hosting usage we were charged for was flat out fraudulent.  There is no way that it exceeded the allotment.  

Volusion.com is nothing more than a scam.



Regards,

***** ******

9/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up for their services after being promised services that were never even offered once I paid and had signed up. But I still decide to give it a try and after realizing their platform was difficult and the lack of help I asked for a refund (which I was told before I signed up if I was not satisfied for any reason I could cancel and be refunded) i had to ask for a refund and to cancel 3 or 4 times before I actually got through to someone. Finally I spoke to **** ******** 9/3/14 and explained my reasoning to him and he agreed to cancel my membership and I would be refunded. Now he will not answer my emails. I have sent in several request wanting to know the status of my refund and I keep getting the run around. This is ridiculous. I used thwireless services less than a few days was promised a refund and now they want to give me no answers or refund my money.

Desired Settlement: I need to be refunded immediately

Business Response: In reviewing the customer’s account, it was noted that she submitted a request for compensation on 9/11, stating that the software would not work out for her needs. A Volusion representative responded, advising that our hosting fees are not based on usage, but rather access, and that each plan includes prepaid billing terms.
We do apologize for any misunderstanding or confusion in regard to the hosting fees. Although the site was prepaid through the end of September, we do understand that this was a stressful situation for the customer, and as a one-time courtesy have issued a full refund. We ask that she allow a few business days
for the credit to post to the bank records.

9/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We closed our account in January 2014. Volusion sent us an email confirming that our account was closed. We followed all of their directions regarding the closing our account and submitted all of the correct paperwork as requested. They have, every month since then, continued to charge my credit card for their monthly fee. We have called each month since then to get them to stop charging us and in each case they promised that they would once we submitted the proper online form. We then refilled out and resubmitted the online form which we had submitted originally (which has never allowed us to print it once we finished it) in each instance. We received no confirmation that the form was received and they ignored our submission and continued to charge our account. In my last conversation with an agent named **** I was promised that he would email me the form to fill out and then I could email the form directly back to him. This never happened. He did not email me the form and I received no other communication from the company. The company did, however, charge my account again.

Desired Settlement: I would like this company to stop billing me and to refund me the money that they have collected without my permission since January.

Business Response: We are sorry to hear of the merchant's frustration.  Here is a summary of the recent communications between the merchant and Volusion:

The merchant purchased an ecommerce hosting plan on 03/07/2013.   He also applied for a Merchant Account the same day. 

The merchant submitted a ticket to our Support team requesting cancellation on 01/04/2014.  The Support Team Member's reply advised that if the merchant wishes to cancel, he would need to speak with an Account Manager.  The same ticket requested that the merchant reply and advise whether he would like to move forward with cancellation (and be put in touch with an Account Manager) or, instead, place his store on the "On Hold" plan.  We did not receive a reply to that ticket.

Another ticket requesting cancellation was received on 01/31/2014.  An Account Manager called out to the merchant and left a voice mail, providing instructions for hosting plan cancellation.  The merchant then visited the cancellation web page at **************************************** and successfully submitted the hosting service cancellation  A statement on that page specifies:

"If you have merchant services, live chat, Fast Traffic or SEO services that you would like to cancel, please submit a ticket to our Support Team with your request.  Failure to cancel services related to this order may result in continuation of related billing.  No refunds will be granted in the event of failure to properly
cancel additional services.” 

In addition to the above-mentioned method of cancellation, we are happy to accept the Merchant Account cancellation request in the form of an email, letter, or fax.

Our Support team received a ticket from the merchant on 05/11/2014, stating that he was still receiving charges to his credit card, even though he had canceled.  The merchant then opened a live chat with our Support team.  Our Support representative advised both in the chat and in the ticket that there are no charges being deducted from a credit card (as the hosting plan had been canceled), but that the merchant does still have an active Merchant Account.  The merchant was advised that in order to cancel the Merchant Account, he would need to sign into My Volusion at ********************** and submit a ticket with his request to cancel the Merchant Account.

On 06/11/2014, the merchant called into our Merchant Care team and the representative advised that he would send the merchant a ticket (a copy of which the merchant would receive to his email), and that the merchant would need to reply to confirm he wished to cancel, as we require the cancellation request in writing, as stated above.

We have yet to receive a reply from the merchant requesting or confirming his wish to cancel the Merchant Account.  As we have yet to receive a written cancellation request, we are unable to offer compensation at this time. 

Consumer Response: Complaint: ********




From: **************** *************************
Sent: Thursday, August 07, 2014 4:08 PM
To: info
Subject: update to ID ********

 I am rejecting this response because:

This is an update to the open complaint regarding Volusion ID ********.

I was contacted by Volusion.  They inquired if I really wanted to close my account.  This is utterly ridiculous.  They have had the information that I wished to close my account since January 4th 2014.

I sent them a response that I have wanted to close the account since January 4, 2014 and that I wanted the money that they'd charged me from that date returned.

They sent me a response saying that it says that I must close this account separately and that, since the had no record of my attempting to close it, they weren't going to refund my money.

As I mentioned in my initial complaint I have done everything I was told to do every time that I talked to them.  They refused to close the account over the phone.  At one point they had even closed my access to their services by closing my access to their web site.  I have submitted the proper form more than once, the first time being on January 4, 2014. 

I do not accept their resolution and desire that they refund me the $445.69 that they charged me after I closed my account.

**** *******


Regards,

**** *******

Business Response: When instructions were provided to the merchant, the procedure for canceling the merchant account was also provided. 
As the merchant account has a contract with a three-year term, merchants must submit a written request specifying that they wish to cancel the merchant account.  These instructions were provided when the merchant visited the required URL to cancel the hosting account as well as on the hosting cancellation confirmation email.
As the merchant did not submit the cancellation request until 07/31/2014, the contract for the merchant account remained intact, and we have been charging fees for the resources used to keep the merchant account open.  We are unable to offer compensation on the fees that were assessed.

9/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have a lot of issues but the one that deserves a class action lawsuit is their billing for "overages". They have billed me 3X my monthly charges ($125 a month) for overages that are not real. They claim that I have 37K visitors when I have 20-25K on average. They claim I had over 14K hits to one sweatshirt on my site when ****** analytics said I had zero. To be clear here, I sell about $1000 per month on this site. It is horrible for sales and I spend over $400 in overage charges. It makes no sense at all. This is clearly a scam. They cover it up under the cloak of good tech support but it is a scam. I have sent them my ****** analytics to prove the overages are not even close to reality and they told me that "****** is wrong". ****** analytics is the leader in the industry. My business also does not support what they are saying, ****** does not support it, nor does my constant contact stats. Not only are they exaggerating hits by ten fold, they won't even provide the proof. They just claim that I got those hits and everything I show them is wrong. Oh, and they have been trying to get me to upgrade to a more expensive service since day one. I suspect this is how they convince you to do that. I am already on the pro version, the next up doesn't make sense for my small business.

Desired Settlement: I would like a refund on all my overages for the past year.

Business Response: We apologize for any confusion regarding the information reflected by ****** Analytics and the Smarter Stats. We have had both our IT and Support departments review the account and can confirm that the Smarter Stats report is accurate.

It is important to keep in mind that sometimes both reports won’t match up, but that is because essentially different aspects are being compared:

1) ****** Analytics can only monitor store front traffic.

2) ****** Analytics is controlled by **********. This means that if the script fails to load, or if the page doesn’t load all the way, the bandwidth will not be recorded in GA.

3) There are a large number of extensions for ******* and ****** which are specifically designed to not respond to the ****** Analytics script. In other words, they allow you to “opt out”.

4) ****** Analytics asks you for your I.P. during sign-up so they can exclude your bandwidth usage from overall statistics. Although this is a feature in Smarter Stats as well, the majority of our merchants do not configure this.

5) ****** Analytics cannot track any traffic through the Volusion API. This is a large source of bandwidth for many of our stores, as some of them are essentially running exports all day through the API for order management and shipping.

Smarter Stats was developed by the same company that we utilize for the operating software of our servers (Microsoft). The stats service is designed to take the raw log files from the store and display them in a more user-friendly way. There is no modification done to the data, and it is simply a cleaner view of every hit, every download, and every error broken down visually.  We do not make modifications to the data;  it is a direct result of server logs.

We currently have a  ticket open with the customer and will continue communicating any updates. We definitely understand the concern, but we can assure her that the report is accurate, and we have not charged any overages incorrectly. 

8/21/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They claim to have an integrated product with 3rd parties such as Amazon and they do not and even called and agreed that it doesn't work on a lot of their customers and that we just need to deal with the issue and its not going to work anytime soon.

Desired Settlement: We expect them to fix the issue as well as credit customers who have been fraudulently misrepresented about their offering.

Business Response: We apologize for any frustration regarding this issue.  This is a known issue;  while we do not have an ETA for resolution at this time, the issue has been documented and reported to our product engineers.

Consumer Response: Complaint:********

I am rejecting this response because:

They continue to advertise that they have this ability and have not provided any timeline to fix or credit for not having this work since we signed on.

Regards,

**** *****

Business Response: We can understand the customer’s frustration regarding the Amazon integration issue.  As this is a known issue which has been reported to our Product Team, and as there is not currently an ETA for resolution, we have provided the customer with a 30% discount for 3 months of service.

8/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I opened a online store with volusion and I purchased an annual plan. I uploaded all my of products. On the first month my credit card was charged without my authorization for the amount of 07/06/2014 DEBIT $45.93 ********** Data Transfer (7.4GB used - 3GB included = 4.4GB over) I proceeded to reduce the size of all my images. When I logged in to my volusion FTP I found that pictures duplicate on their servers I tried to delete the duplicates but I was unsuccessful. I tried to reduces my images size and I also was unsuccessful. The system didn't let me do it. Now what is worst now in my volusion FTP server there a more than 100 volusion templates pictures that do not belong to me. I tried deleting them an the again I was usefulness. Now this month my credit card was charged again without authorization 08/06/2014 DEBIT $32.63 ********** Data Transfer (7.4GB used - 3GB included = 4.4GB over). I called to them to cancel my account and get my money back but now I find out they do not refund your money. I am very disappointment and I feel that volusion is stealing money from their customers. I not even have 3 months with the service. For some reason they do not refund money to customers? I wonder why?

Desired Settlement: I want my money back.

Business Response: In reviewing the customer’s account, we were able to see that she recently opened a ticket regarding this issue. Within the ticket response it was stated that the annual plans are nonrefundable.  All Volusion plans are based on prepaid billing terms, which is why the plan is nonrefundable. As such, customers pay in advance for a specific period of service, whether it be monthly or yearly, and then access is provided to the software for that entire prepaid cycle. The
Terms and Conditions, to which customers must agree before purchasing a plan, state the following:


Section 9: 
E. Annual Plans. If you purchase Services on an annual or multi-year plan, you will be billed in advance for each 12 months of such Services according to the prices and terms listed on the website for such Services. Notwithstanding Section 18, NO REFUNDS or credits of any type will be provided for unused or cancelled portions of Services on an annual or multi-year plan that is terminated prior to the expiration of the then current term. All Services having an annual or multi-year term will automatically renew for successive one-year terms unless you provide notice to Volusion of your intent not to renew at least 30 days prior to the expiration of a term. All fees charged for additional Services purchased during the term of an annual or multi-year plan and any additional fees and expenses incurred during such term shall be billed and paid in accordance with this Section 9.

 

Regarding the issue of bandwidth overages, we do see that the customer was in touch with our Support Department and was assured that the stock items do not contribute to the amount of bandwidth used each month.  Additionally the customer was given information as to which files are using the most bandwidth, along with articles providing tips on reducing the usage. 

We truly apologize for any misunderstanding and hope that the customer is able to manage the bandwidth usage in order to avoid further overage fees.
The monthly PCI fee and the fees for bandwidth overages are disclosed on the checkout page when the annual plan is selected for purchase. Specifically, the following is stated: 


Additional bandwidth is available at $0.007 per 1MB per month.

A PCI Service fee of $1.83 will be added to your plan each month.
 

If the customer would like further assistance with this or any issue, our Support Department is here 24/7 and would be happy to assist.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******** *******

8/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I requested a merchant credit card service cancellation on July 1st, 2014. However, Volusion not only delayed to completed my request on July 30th, 2014. I got a charge of $116.37 by them even I did not accept any payment from the site (as the matter fact I already take out the credit card payment option on July 1st, 2014). When I contacted Volusion today and all I had was nonsense. I was promise by them in the beginning of July that they would honor the date I requested cancellation (which was the 1st) because I told them I would not want to pay the service since i took out the payment option from my site. It is not my concern if they had a back log on the customer service log. However, I strongly felt that they were trying to rip me off.

Business Response: In reviewing the merchant’s account, we found that the merchant processed five transactions in the month of July.  We would be happy to provide the merchant with a copy of his July statement, which shows the transactions that were processed in that month.

Fees for the credit cards transactions that the merchant processed have been assessed.  We are unable to offer a refund, as we are unable to offer to process credit cards free of charge.

8/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Volusion was contracted on May 7, 2014 to provide custom website design per my requirements. Volusion failed to provide the services contracted for within the 6-8 week time frame that was agreed upon.

Desired Settlement: The refund of $2116.50

Business Response: In reviewing this account, we are able to confirm that the customer purchased a design package on 5/7. The customer was forwarded a questionnaire that same day. The questionnaire helps our Design Department get an understanding of what is needed. It was not returned until 5/15, at which point work began on creating the design elements the customer had requested.

It is important to note that the 6-8 week time frame is an estimate based on the average time it takes for the design to be created; however, if there are any revisions or accommodations that need to be made, the time frame may be extended. With each and every design package, we strive to provide the best possible work, and our designers will do whatever is possible to ensure that a customer is happy and satisfied with the final outcome. 

We truly apologize for any frustration caused but can confirm that the services purchased were delivered on 7/14, when the design was installed. Although the customer has expressed concerns with certain elements that are limited in terms of functionality with the software, both our Design and Support departments have reached out on several occasions with alternatives that would produce the specified outcome. Because the design work has been completed and installed, and we are definitely willing to continue working with the customer to ensure that the site functions as needed, we are unable to provide a refund as requested.

Consumer Response: Complaint: ********

I am rejecting this response because:

The design was still installed outside of the estimated time frame of 6-8 weeks, and the design that was installed was not coded to the specifications that I requested.  I was unable to try out the design to test it to make sure it was properly coded prior to the install.  I was only given static images of what the website would look like.  The designer and project manager were aware that this was a members-only website, and that having a website visitor land on a registration page as the homepage instead of the slide show that I paid extra for is not a custom website design.  When I bought the package, the service that is solicited is a custom web design, not a semi-custom website based on the software's capabilities.  And the requirements that were requested were conceptually simple (sidebar with product menu appears after login and visitor lands on slideshow as homepage). The project managers alternatives would not suffice and should of been discussed during the template design process, not after the install.  I have closed my account with Volusion and will continue on with my current provider.  I would truly appreciate a refund as I waited most of the summer for my website to launch and to not have what I asked for after 10 weeks, I truly believe, merits a refund.  

Regards,

**** **********

Business Response: We apologize again for any delay in the design and installation of the service;  however, as previously advised, the 6-8 week time frame is only an estimate. Though most projects do fall within that time frame, there will always be instances where more time is needed to deliver the design. The time frame has never been a guarantee, but only an estimate. 

The customer was provided with proofs during the design process.  It was explained during the initial design consultation call that the proofs are not live websites, but merely illustrations of how the design will look, and therefore the proofs are not able to be tested during that stage. None of our clients are able to view the coding prior to it being implemented on their store. Because the site is not live at the time of the install, the customer has the opportunity to review everything before bringing their store live. At that point, if anything needs to be corrected, we would be happy to make those changes. 

The functionality aspect that the customer was requesting would be possible with the assistance of our Support Department. Both our Design and Support Departments reached out with alternatives which would produce the functionality needed. We are very sorry for any unfavorable experience, but because the design work was completed and delivered, we are unable to issue a refund as requested.

 

Consumer Response: Complaint: ********

I am rejecting this response because:

I did not have the opportunity to review everything prior to it being installed.  I only had 4 images. 

And had the project coordinator been privy to the fact that the member-only website function would land visitors on a registration page and not the slideshow I paid for, we could of explored the options to correct it during the template revision process.  This issue (amongst others) was not brought to my attention until after it was installed. 

As far as the timeframe, Per the email from the sales person, ******* ******* dated May 2nd :
Hello ****,  Thank you for your call today regarding the design of your online store. I will be happy to assist in answering questions and walking through the design services available to help you achieve a professional design within your budget and timeline (6-8 weeks as we mentioned over the phone).  

I provided my revisions in most cases prior to the due date.  In all, you did not provide services contracted for within the desired timeframe, which is a breach of contract.

Please process a refund.

Thank you,

**** **********

8/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am asking for a refund because the preview package that ****** ******** e-mailed me on July 8th or 9th, 2014 wasn't restricted to 5 pages per month as told later by tech Jonathan Ladd on July 16, 2014. I believed by the preview that my whole site, 295+ pages would be fully optimized and configured. After approximately 10 days of asking for a refund, the Volusion SEO Services department has ignored my requests. **** ** *******, my credit card issuer, has been contacted with a dispute. I will be faxing them all documents showing fraudulent differences between the preview package and the actual services that Volusion Seo Services explained that I would receive. I haven't started my inital consultation as I have been asking for a refund for almost 2 weeks. I am making a complaint with the BBB in reguards to this matter.*******  ******

Desired Settlement: A full refund of $5247 for Volusion SEO services, misrepresented in the preview package. And possibly a credit for the time spent with this complaint regarding my regular site monthly hosting fees.

Business Response: We apologize for any misunderstanding with regards to the SEO services purchased. On our SEO pricing page, the following information about the packages is provided: 


“What can I expect from Volusion's Starter SEO packages?
Starter SEO Packages include keyword research and complete on-page optimization for a different set of pages each month. Optimizing pages of your site for
popular keywords increases the chance that users will find those pages in related searches…”

Why do you only optimize a few pages when my site has hundreds of pages?
Because web pages are ranked individually, having each page optimized for keywords relevant to its content would be ideal. We focus on the most important landing pages because achieving SEO results for even a single page requires a lot of time and effort. Thus, optimizing an unlimited number of pages for a flat rate would be unfeasible.  Our Starter SEO Packages, which include on-page optimization of a set number of pages each month, allow you to continuously build optimized pages for a low monthly fee.”

 

Although the functionality of the service was explained in the information displayed on the SEO pricing page, we sincerely apologize for any confusion or misunderstanding.

The customer submitted several tickets regarding compensation, and because we conduct a full investigation for any of these requests, the response turnaround time is a little longer.  It was never our intention to make the customer feel like he was being ignored.  On 8/5, the customer was able to speak with an SEO Marketing Specialist who advised that a credit would be provided. The credit was issued the same day, and it included a full refund minus the fee for the work performed when the account was set up. 

Again, we are sorry for any misunderstanding about the optimization pages. We are able to confirm that the SEO services have now been canceled, and a credit of $4,497.00 was issued to the customer.

Consumer Response: Complaint: ********

I am rejecting this response because:   The original issue and the response from Volusion to pay $4499 minus the setup fee, has been resolved as they have given a credit for the full amount of $5247.  I still am unhappy with there response as to explaining that all the details were included in the preview package.  This has cost me several thousands of dollars to produce documents for the **** ** ******* and the BBB.  It took me away from my site work to wrestle with this refund, and considering the anguish that me and my web builder ***** ******** went through with Volusions customer service / website techs during 2013 and 2014, I would like a refund for the first 6 months, as we are coming up on a year and my site is still not working properly.   Normally a site can transition from, an idea to a full working site with 140+ products like mine in 3 months.  I had to do an unexpected name change so you can add a month for that, and that's being humble.  I unfortunately am not happy with Volusion as I replied in my last e-mail.   I would like to continue this claim until I get my first 6 months refunded.  Originally, the monthly Pro package charges were $135+ per month.   We were supposed to get individual phone support for the Pro package.  After not getting a response from the individual phone support person for 5-9 days at a clip, it was easier to call customer tech support to get pushed around, and receive not fully resolvable answers, as has been the case throughout the year.   Volusion then changed their package pricing an I was able to pay less for a while, but still had the same problems of not getting our questions/problems answered or fixed.  I believe they prey on their customers with their arrogant reply's from techs, that they just can't help us, or I've tried everything, after their site fix instructions to us are completed.   The site apparently is designed to trip you up and eventually they tell you to use a third party Volusion expert.  This is the only way you can access the hidden site tools that they use for leverage, that the techs are supposed to do for you, that aren't available to us.   I would like the BBB to save these complaints as I feel that a class action suit, might develop, as I am not the only dissatisfied customer, according to researched blogs. Thank-you John for all your help. ***************

Regards,

******* ******

Business Response: We truly apologize for any frustration, as it is definitely never our intention that use of our services would case any amount of stress for our customers.
As previously advised, the information provided in the FAQ section of the SEO pricing page does outline the expectations for the service.  Regarding the hosting fees, it is important to note that the service Volusion provides is access to the shopping cart software along with hosting of the website on the Volusion servers. The monthly fee is not contingent upon whether or not the site is utilized or made live.  As long as access is provided to the software, and the site is hosted and maintained on the Volusion servers, the hosting fees are applied. As such, we are not able to provide compensation as requested.

In reviewing the account history, we were able to determine that the coaching session with the Account Manager was completed in December of 2013. The Account Manager was able to provide assistance on the topics of importing, setting flat-rate and auto-drop shipping, and the basics of using the software. An Account Manager is available as a guide through the initial stages of getting started with the Volusion software. As the Account Managers are scheduled to work only during regular business hours, our Support Department is also available 24/7, with customers on higher-tiered plans having an option to skip to the front of the Support call queue.

Again, we do apologize for any misunderstanding; a refund of the entire SEO service fee minus the set-up cost has been issued.

Consumer Response: Complaint: ********

I am rejecting this response because:   First of all, Volusion SEO services has only paid $4499 back to me. Originally, the bank credited the whole $5247 back to start their investigation.  I thought that the credit was from Volusion, as the Bank tagged the credit wrong. They owe me $750 to clear the first part of this complaint up.  My package came with free setup and the, "Advanced Seo Preview Package", describes that an initial consultation starts the project.  I have never had an initial consultation. There were delays on Volusions part to respond to my refund requests initially.   This response from Volusion is evidence for the BBB on how Volusion treats it's customers.  The second part of my claim about poor, delayed or no tech support can be proven by correspondence e-mails during the efforts to get my site up by my web builder.  If needed, I can have my web builder testify.

Regards,

******* ******

8/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased my Volusion service as well as a premium theme in June 2014. I contacted Volusion July 30th 2014 requesting a design services quote to change the theme/layout of my categories page store. After being told I would receive correspondence back on the 31st by ******* ******, I never received a response. On August 4th 2014, I found a contracted web designer to hire in order to fix the categories page, which looks terrible the way Volusion has it installed. The designer was unable to access the files on my website pertinent to changing the layout/style of my own website. Volusion refused to allow access the relevant files to myself or my designer in order to fix the failed coding/theme Volusion provided. I have already invested over $1000.00 developing the company website and now we are unable to complete the necessary changes in order to get the website ready for the upcoming holiday shopping season. The supervisor I spoke with, ***** ** and his subordinate ****** *. were the ones refusing to allow myself or my designer access the files on my own website that are necessary to fix the problems with their theme I purchased.

Desired Settlement: Access to my websites files in order to fix the failed coding Volusion provided with the theme purchased.

Business Response: We are very sorry for this merchant's frustrations.  We are having a member of our Support team reach out to the merchant to speak further with him about the issues he's experiencing and about the limitations of root code access.

8/11/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a service for my website to be published under the assumption that the fee I paid covered the cost for the whole year. It has been three months since I paid for the service, and my website has not been published. I complained several times to different representatives, and still no website. When I talked to one person, they told me that I had to get my SSL certificate pointed to my server, and I had no clue what they were talking about. I paid money for the ssl certificate, and I was told that the certificate was going to expire and I would have to pay for it again. I thought that with the money I paid, that the website would be up by now. I had no idea that I was going to have to build the website myself. The advertisements from this company was not clear from the beginning. Now I am being charge recurring fees for the site monthly. The advertisement stated that when I paid for the year cost, that that would be it. Again not clear.

Desired Settlement: I would like reimbursement for all the fees that were taken out of my account. I would also like for the company to make their advertisements more clear to consumers.

Business Response: The customer signed up for a Mini hosting plan on 5/22/14.  Their service was activated on 5/23/2014, and a welcome email was sent that day.  As stated during the online purchase process, Volusion's hosting services are billed monthly.  (Billing begins at the time the service is activated;  billing is not contingent upon level of usage).

Regarding the SSL:  When an online order is placed for an SSL certificate, the customer is required to agree to the Terms and Conditions for the SSL before the purchase can be completed.  Our SSL terms state the following:

“When purchasing an SSL Certificate, you are required to provide requested information in a timely manner in order to complete the purchase. If you fail to respond to our inquiries within 30 days or otherwise delay completion of the SSL Certificate process for 30 days or more, you agree that such order will be considered completed and will charge the non-refundable fee associated with such SSL Certificate. Should you wish to reinstate the SSL Certificate process after such time, you will need to place a new order and timely respond to all requirements. No credit for the completed order will be issued.”

The SSL that the customer purchased was a one-year certificate; the hosting service purchased was a monthly plan, so the hosting service has been billed on a monthly basis.  (Please note that only the hosting service is charged on a monthly basis;  the SSL was a one-time charge). Because the Terms and Conditions were agreed to upon purchase, hosting fees and the nonrefundable SSL fee apply.

If the customer wishes to cancel her account with Volusion, we would be able to refund the last monthly hosting charge of $16.83 as a one-time courtesy.  If the customer wishes to stay with Volusion, we would be happy to process her SSL certificate without requiring her to reorder it for $89.

Lastly, it is important to note that the hosting plan does not include the purchase of a domain name.  The customer will need to purchase a domain name either through Volusion or another accredited domain registrar.

 

Consumer Response: Complaint:********

I am rejecting this response because:
I tried numerous times to get help with the website. It was not explained to me when I paid the yearly fee all of the exclusions. I would like to close it out with a full refund. Your advertisement should be more clear with what consumers are paying for. 
Regards,

******* ****

Business Response: In reviewing the customer's account, we are able to verify that the customer was provided with assistance each time she contacted Volusion.
As previously stated, because the customer did agree to the hosting plan and SSL Terms and Conditions, we are not able to issue a full refund.  As a courtesy, we will be able to refund the last monthly hosting fee, should the customer submit a cancellation; or, if she decides to remain with Volusion, we will be happy to proceed with her SSL order without requiring the SSL to be reordered.

Consumer Response: Complaint:********

I am rejecting this response because:
This company has misleading advertisements. If I would have known that they are only a hosting company and not a company to
provide websites, I would have not paid the yearly fee. If the advertisement would have been more clear on the recurring monthly 
hosting fees, definitely would have not purchased the plan. If this issue is not resolved in the next two days with a full refund, I will be forced to take my case to a lawyer.

Regards,

******* ****

8/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Volusion has continued to make credit charges to an account that has been closed since June 7th, 2014. On the first instance they claimed that I did not respond to a confirmation request to close the account and when it was found that I did in fact respond they changed their statement to say I did not specifically request my merchant account to be closed but just the storefront. My exact message was phrased "Close my store, cancel my account and remove me from your billing cycle". Now I have been charged again a month later. The new charge exceeds the subscription fee for the service I had in the first place. So now they are apparently not only fraudulently charging my account but inflating the charge as well. 13 days ago they claimed they needed 4 days to review my recorded conversations to confirm they are in fact illegally charging me on an account that has been closed since June 7th. I have received no contact and my trouble ticket remains open.

Desired Settlement: I would like to be refunded the $195.95 that this account has been drafted as result of Volusion's unethical practices.

Business Response: As the merchant obtained a new Employer Identification Number, he was required to apply for a new Merchant Account, which was approved and set up on 06/04/2014.  The merchant processed a transaction on his original Merchant Account during the month of June before making the change in his store to enable processing through the new Merchant Account.  The July debit of $65.05 was for the transaction that was processed in the month of June. 

The merchant should have received a mailed statement itemizing the monthly sales processed, but we are happy to provide him with an extra copy of the statement if he wishes.

As the Merchant Service was utilized to process a transaction during the month of June, we are unable to offer a refund of the monthly fee.

 

7/24/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for Volusion Ecommerce a few weeks ago and I told that I would have 24/7 phone support setting up my Ecommerce site. The 1st time I called, I was told that they could not help me via phone and that I would have be placed in line for support and would get a call back. I explained that the reason I signed up for the 24/7 phone support is because I work full-time and unavailable to be at my personal computer for phone support except for some weekends and some evening. I was still told that I could not get phone support. About 3 days later, I received a phone call, during the week, when I was work - not at home. I explained my situation again.. I was told that tech support would call me back at 7pm that evening. I never received a call back and tried to call back several times and still did not get support. The last two morning, I tried calling tech support using this information: (Here is our Priority Support number as well and your store ID number: ************** Store ID:  ***********). Each time, I get a recording stating my store id is invalid. I placed a ticket -- this morning via their help desk support online ---regarding this issue. It's been almost a month and I am unable to get phone support to get my eCommerce site up and running.

Desired Settlement: I would like to be refunded until I can get phone support which I paid for in the pro plan. I would also like to get phone support. I need to get my store up and going. The support team is very is not supportive. I just talked to someone yesterday who used Volusion and was told that they went to Big Commerce due to the poor customer support. I wish I had known this before signing up for the service. At this point, I will try to work through this, if I can get refunded until I can get phone support.

Business Response: We apologize for the frustrations experienced by this customer.  We have applied a credit to her account for next month’s hosting fee.

Consumer Response: Complaint: ********

I am rejecting this response because:  I would like a phone call to discuss the situation, which does not solve the problem going forward.  

I appreciate the credit.  However, the issue of poor support is still not resolved.

Until the issue is corrected with the support to allow me to get my account up online I would like have all and any monthly fees waived.  

Regards,
********* ******

Business Response: On July 15th, one of our Support Representatives was able to reach the customer and discuss her issues with her over the phone.

Consumer Response: Complaint: ********

I am rejecting this response because:


Yesterday, July 15, 2014 -- I did receive a call from your dispute department -- only after I sent an email to cancel your services.   I did call back and was told that I had to log on to cancel the service -- that your company could not cancel -- I have to manually cancel the service. 

In my opinion an email a phone call conversation should suffice cancellation without me  having to log on and cancel.

The issue with your customer service is that I had to send a cancellation email before I could get a call back.

I would like to be refunded for all charges.  I was never able to use the service.

I would also like confirmation that my service is cancelled and refund information.


Regards,
********* ******

7/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I sent a cancellation notice for one of our smaller websites www.Patiosheatershoppers.com, and they (Volusion, Inc) noted it in their system, but never completed the cancel request and then proceeded to bill one of my old credit cards for the next 6 months. After auditing our books we found the error and that they were still charging us. I contacted them, and they said I am out of luck. Even though they DO see my cancellation in the system, they stated they sent me a last step notification in which I never received, and they will not credit us back the 6 months of service of $100.27 per month. Why in the world would we go through the steps of giving a cancellation notice, but not finish a final step? Thats just unethical anyway you look at it! Their billing rep stated we do have notes in our system that you gave us the cancellation request, but they could never cancel our site because and it has to be done on our own through the cancellation steps? Well how would we know that if we didn't receive an email? What a shame for such a successful company to have such an unethical business practice.

Desired Settlement: I simply would like a refund from the date I cancelled service in December of 2013 in which they have notes of cancellation in their system. This is June now so 100.27. x 6 = $601.62.That would be a fair resolve of the issue.

Business Response: In reviewing this customer’s account, it was noted that we received a ticket on the afternoon of 12/10/13 asking to discontinue service, as the store would no longer be supported. The Account Services department sent a reply on the morning of 12/11/13 with the cancellation instructions, which advised: 

“To cancel your store, please visit http://my.volusion.com/customercare.aspx and follow the instructions provided. Be sure to log in with the primary email
address associated with the account you want to cancel. Also, please note that you must use the above link to cancel your store, otherwise your store will
remain active and you will continue to be billed.”

Additionally on 12/13/13, the customer’s Account Manager sent a follow-up email which also included cancellation instructions: 

“Just in case you still want to cancel your store, please visit http://my.volusion.com/customercare.aspx and follow the instructions provided. Be sure to log in with the primary email address associated with the account you want to cancel. Also, please note that you must use the above link to cancel your store, otherwise your store will remain active and you will continue to be billed.”

Because the required online cancellation form was not submitted until 6/18/14, we could not cancel the site prior to this date.

The service Volusion provides is not charged based on level of usage.  The service consists of providing access to the software along with hosting and site/server maintenance. This service was provided until the cancellation form was submitted. Although we are unable to issue compensation for the time the customer had access to the service, we apologize for any frustration caused and can confirm that there will be no further charges to the account.

Consumer Response: Complaint: ********

I am rejecting this response because:  

In this day and age, we all know emails do not always go through. Sometimes from spam filters, sometime from server issues, sometimes ISP deliverability.  Case in point had we received any emails to complete some type of service request disconnection we certainly would have.  Further more, had we received a secondary email that stated do you still wish to cancel? it certainly would have alerted us to do so or send in a statement letting them know we would want to continue.    So the fact alone, that they received a "Written Cancellation Notice" and continued to bill us without authorization after our "Written Cancellation Notice" simply means they are completely unethical.   Had they really cared about the client, they could have taken the next step and made a phone call letting us know that there may be a problem with the cancellation.   Since they do not wish to provide ethical accountability, I have no other alternative but to not only contact my credit card company for resolution, but make sure that our list of over 20,000 Ecommerce & SEO students that we give ecommerce, SEO & Conversion instruction too will most certainly know about their unethical behavior.  I know for a fact at least no less then 60 accounts they currently have are a direct result of our recommendation from these services. I only did this because Kevin ( Volusion CEO) and I were both up for the Emerging Entrepreneur of the year award for Entrepreneur magazine at the same time.   Once the blogs start rolling about their unethical service I can only assume $600.00 will be a lot less then what will eventually be significantly more in revenue loss.    

Mr ***** *******...  I really thought better of your company?  It was a Written Cancellation Notice!  Are you really going to hold my hand to the fire?   The ball is on your court one last time and my next move is awaiting your response.
 

Regards,

**** *****

7/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have used volusion for well over 5 years and every day I wake up regretting the decision I made 5 years ago choosing volusion. now to the issue on hand. a while back ****** has announced that their analytics will be changing from ga.js to analitycs.js and the ROI conversion code used for tracking sales will be updated to a new code as well. when I tried getting volusions help in figuring out the new conversion tracking code from ****** customized so it can track sales like they did on the old one I was talking to some reps who had no idea that ****** has even changed the way they track and of course I got no help. around 4 weeks ago I got 2000 visitors in one day from 1 referrer where I was advertising what did volusion do? they closed the site when after spending several hours trying to figure this out they said volusion said that my site got attacked I told them its not an attack its advertising so they reopened my site around 6 weeks ago my logo suddenly disappeared from the site for no good reason you have no idea how many hours and time and frustration I had to go trough until they solved my issue. they first tried to blame me for it can you believe it basic functions that I was told will be made available has never been made available. like being able to send cancelation emails for costumers when they cancel a order or return emails and this except the ridiculous fees I am paying every month around $1000 for their services I will not stop until everyone in the world know what they are doing. I will go to every trade show for eCommerce in the next two yesr and I will make sure to talk to as many people and business owners I can to make sure they know that choosing volusion is the worst thing they can do. enough is enough, they decline to provide the services they promise and they rip you off with those ridiculous charges.

Desired Settlement: I want to to first deal with this matter and get me a updated conversion tracking code that is customized to track sales for ****** analytics using the new analytics.js 2nd I want to implement this basic functions so I can at last run my business and I want them to call me to go over what else they should get done this year to keep as a costumer! or they can simply ignore this massage and you will feel the pain I have felt the pest 5 years dealing with you

Business Response: We have reached out to the customer and discussed his issues with him.  The primary feature that he is requesting, custom ****** Analytics tracking, is able to be purchased, either through Volusion or through a third-party. 
We also appreciate the additional input he submitted, and our Support Team is currently looking into those further inquiries.

Consumer Response: Complaint: ********

I am rejecting this response because: they have never addressed the issues! and are far far from resolving it. for example as discussed being able to send emails to costumers from the order page about cancellations and returns etc was never done! yes they call and talk to you and they promise to get back to you which BTW is the 3rd time I get a promise from volusion to get a call back and it never happens! and what about the CRM not working with gmail!!!

so unless the issues are truly resolved there is nothing to accept 

Regards,
**** *******

Business Response: In response to the customer's additional concerns:

The ****** Analytics Conversion Tracking code is provided by ****** when a customer signs up for the service.  If a more complex or customized code is required, Volusion and other third-party businesses provide services to create the code.  These are paid services that the customer would need to purchase, either through Volusion or through a third party.

The ability to send or automate emails for customers who have cancelled or returned orders is not a feature within the Volusion platform at this time.  Volusion has submitted a feature request to our product engineers on behalf of the merchant.  We currently do not have an ETA on this feature request.
  
Regarding the CRM/Gmail question:  Due to the Heart Bleed issue this year, many email providers have made changes to their security.  Volusion is working to find solutions to any issues caused by these recent changes.

7/16/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my account with Volusion's Merchant services(VMC) on 13MAY14, they waited until 07JUN14 to cancel my account and charged me for an extra month of service. I was not expecting an additional month of billing and so there were no funds to cover the charge and my account over-drafted. When I confronted VMC they told me that it wasn't their fault I over-drafted and refused to compensate for it. However, they refunded me the charge and offered free service, admitting wrongdoing, but still refuse to correct the charges.

Desired Settlement: I would like them to take responsibility for waiting almost a MONTH to cancel my account so they could charge more money and return the $62 in overdrafts that I incurred due to their negligence.

Business Response: The fees for merchant services are charged in arrears.  The fee assessed in June was for the service provided during the month of May.  As a one-time courtesy, we have issued a refund for the $63.67 that was assessed in June.  As we are unable to credit fees that were assessed by third parties, we were unable to offer a refund of the fees assessed by the merchant’s bank;  however, in addition to the refund of the May fee, we have offered the merchant an additional courtesy credit for one month of free hosting.

6/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I accidentally posted this previously as a negative experience and not complaint, in which I was actually told it should be filed as. I spoke to a man named ***** at Volusion who I walked through my website and showed all the options my products had and was told that Volusion was capable of doing all of this and more and he went as far as to say that "BigCommerce is like that little annoying brother who copies everything" and that Volusion comes out with the features first and that BigCommerce copies them, which is why they have more features, (this later turned out to be very untrue). I was told if I were to purchase a premium template ($595-$895), that I would get free migration, which they usually charge thousands for. I was told sliders can be added free and there was no additional costs to add category images to the home page of one of the premium templates. I was told the migration would start the day I paid and be done in a few days. Migration started a few days later and went on for a few weeks. At first all seemed to go ok, but slower than told. I was told that the time frame of a few days was a bad one because once in the site, there are so many variations, etc. I was told that even though this was an oversight on their end, they would do as agreed, but it would be a few weeks and I reluctantly agreed. I was told that they would literally "have to dedicate an entire person for weeks to get this all done". Then the problems really started. I was told the slider was not going to be free and would now cost $495 and the category options I was also told were free were now $300. I was told that after 1 person said the slider came free and 2 people (including a manager named ***) said the category images were at no cost. *** said I would need to pay for these but he could discount the category addition to $100 for the issue and see what the design team could discount the slider to. In the end I was charged more than agreed so I contacted them and was told I would receive a refund for the slider and still have not received the refund for this and it has now been over a week ago. I was then told that Volusion is very limited in the ability to create options I would need. I was told that after being swayed into buying a premium template, invest 3 weeks of my time with working on the site with Volusion and paying for their lies, that "if you want something done, you do it yourself" and that there is just too much for them to do and it would now take weeks, if not months. I was basically given the option to suck it up and do what they said they would do all by myself or I could request a refund but the email definitely was saying goodbye, we are not doing this for you now after investing 3 weeks with us. I think the biggest issue with Volusion is you get a sales associate, then you are handed off to your account representative, (if you buy into their big plan), then a migrations guy, then the design team and the list just goes on. One person tells you one thing to sell you on their service and then you are prompted into buying additinal options from them, even if they said it was included and given lame excuses. I was told by *** he would contact me Tuesday and did not. It is Friday and had no response. I contacted them again and have requested they give me a few months free and do as they agreed. I agreed to pay for the category changes I requested. I was sent an email stating that they do not agree, but would see what they can do. We will see where this goes. If Volusion does what they say they would do for my website, I will happily adjust this complaint accordingly. As of now it appears I have been lied to on numerous ocassions and been given nothing but misinformation just for them to get the sale and that is not something I feel should be left unacknowledged. I feel I should be rewarded with the time I have invested in them and that if they too invested time into this, the best solution is to just finish the site as agreed.

Desired Settlement: I would like Volusion to make good on their promise of delivering services they agreed to do. After my having to interview multiple companies to provide workarounds for creating custom coding that would allow all the functionality I was originally told by Volusion they could do out of the box and free, I think that that is in order. I was told Volusion would migrate my WP site free to their platform if I purchased an $895 template. I was told that the previewers would migrate as well. I was told the migration would start the day I made payment. I was told there is no charge for sliders and to add category images and then later told there was a fee and was actually even charged more than they said I would be when I reluctantly agreed to let them make changes. I was told that their platform could handle all the options my site needed and then 3 weeks later told it could not. All of this resulted in my having to search and interview multiple companies, watch demos, etc. and receive several proposals for service just to get the functionality Volusion said was included in the first place. This includes the following: $2,400 to add the option features Volusion stated their platform could do, but could not and custom coding of the site to enable these features. In addition having to pay $200/month and 3% of sales to get previewers that would work on their platform. Paying Volusion $895 for a template, plus service (less a coupon code), almost $700 to make the changes to the template that they originally told me was included and 3 weeks of my time. In that time, they did nothing but pretend it would work, leaving me to find costly alternatives as time progressed. They waited 3 weeks to tell me that they got in too deep and did not want to continue, after even telling me that they knew they did and yet they would continue a week prior. I am not asking for a refund. I am asking they complete the agreement they provided me.

Business Response: We are sorry that we are not able to provide the service that the customer is requesting.  We are offering the customer a full refund, and our Billing Team will be reaching out to her with information about the refund.

Consumer Response: Complaint: ********

I am rejecting this response because of 3 reasons:

1) There is no extra services requested outside of the initial agreement between Custom Sentiments and Volusion.  We are actually paying extra for third party services that we were not even supposed to need based on Volsuion telling us that all of these things were something their platform could handle and were included.  
  
2) We have spent 3 weeks finding options that were specifically tailored to the Volusion platform, which was very difficult to do since most companies did not want to work within Volusion software.  The third party services again were for things that Volusion had lied about and said was included and no problem with their software.  When they finally admitted that their salesman misinformed me, they still agreed to continue but tell me they had to charge me for things they said I would not be charged for (such as the slider and the category images), but I would have to find third party options that would do the other things that they said they could do.  This included searching for, watching demos of, interviewing and finally hiring several different companies.  One to re-create a custom previewer for our custom product line, one to custom code the site to allow for the custom options that we were needing that Volusion said their software could handle.  Additional custom coding for other issues that arose with the Volusion software that they assured me their software could handle, but lied about. 
3) We never asked for a refund.  They are only seeking for us to agree to this to release themselves from the agreement they made.  They said they underestimated the project and yet they still agreed to complete it thereafter.  We are the ones who have been wronged by Volusion and are simply demanding they make it right by completing the things their software is capable of and they had agreed.  The rest of the custom coding and product options and custom previewers have all been assigned to other companies to complete.  The only way this will be deemed satisfactory is for Vousion to complete the project as they agreed since this has taken up nearly a month of our time just to find companies willing to work within the Volusion platform.  I have all of the emails/ transcripts for discussions with Volusion and we are willing to take this to the next level legally if Volusion wishes to continue working against us instead of with us like they had agreed to, as this has been a huge waste of our time thus far and cost us far more than Volusion.

Regards,

**** ********-************

6/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted two representatives from Volusion well before the 30-day money-back guarantee period and told them I wanted to cancel my subscription and receive a refund. Accounting for Volusion said they could not refund the payment because it was after the 30-day window. The contact persons that were contacted are below: ******* W. ******** Account Services Camille De La Cruz | Ecommerce Sales Consultant ###-###-#### | ***************************** ***** ***** | Merchant Services Advisor Direct: ###-###-#### *****_*****@volusion.com http://www.volusion.com

Desired Settlement: Refund of the initial payment of $75.00 on May 7th as well as the $78.74 charged on June 9th.

Business Response: We are very sorry that this customer had a frustrating experience with our service.  In reviewing the customer’s account, we were able to confirm that he did submit emails requesting cancellation during the first month of service.  A Volusion representative responded, requesting that he contact the Billing Department either by phone or email for assistance with the cancellation process.

The required online cancellation form was submitted on 6/11/14, but at that point the account was already into the second month's billing cycle, and a refund was not available. However, we do understand that this has been a frustrating experience for him; therefore, a full refund has been issued back to the card today as a courtesy. The refund will post to the customer’s bank records within a few business days.

6/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Old complaint with weeks of disconnect and assistance. I allege unprofessional, unethical and illegal holding of my customers money without cause bordering upon fiduciary malfeasance. Repeated requests to refund my customers money in excess of $1300 have gone unresolved and indeed ignored. Further I would like to understand how a company can have 52 complaints in the last 12 months and maintain an A+ BBB rating. This fact alone suggests suspicious business practices.

Desired Settlement: No less than 24 hour response and resolution with apologies from senior management for the egregious customer service and fiduciary failings

Business Response: The merchant may refer to his Merchant Services Agreement regarding any funding holds or reserves on his merchant account. The contract can be provided to him at request by contacting Volusion Merchant Care. If the merchant has questions directly related to his accumulated funding reserve, he may contact Risk directly at ###-###-#### or risk@volusion.com, and we will be happy to answer any questions or concerns that he may have. We last communicated with the merchant on 6/4/14, at which time we discussed all outstanding issues on the account.

Consumer Response: Complaint: ********

I am rejecting this response because: There are elements of conversations of 6/12/14 left out which substantiate my position that the agent for the Risk team is acting outside his area of responsibility with prejudice. Firstly, the date in question was not a question and answer or clarification discussion. It was a willfully combative and officious declaration by the agent of intentions to offer no assistance in reconciling the matter of why the department was holding the customer's money after learning the customer was informed of the actions of their department nor an effective manner to mediate a resolution. Further, there was references made to me by the agent that he had knowledge of chargeback(s) which inference was undeniably linked to the departments posture to remain skeptical about what he previously inferred as "probable fraudulent"activity indicators.

The simple fact is that I am a brand new customer for the Merchant Service. I was and continue to be confused by the new process and procedures of the new software. This agent has from day one been too combative to communicate with and has always inserted himself into my conversations with the Risk Department for clarification and assistance. I think is is acting as an individual and not as an agent and is venting personal or prejudicial issues toward me. I simply want my customer's money returned to them. This circumstance and the component of his for-knowledge of a charge back which only surfaced officially to me yesterday (which was was unfounded) and the inflammatory references to "fraudulent behaviors" is no more and no less than rogue behavior and warrants supervisory review.

Regards,

**** *****

6/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 5-4-14 I contacted Volusion Tech Support through an online ticket via their website. The ticket was in regards to a reoccurring issue concerning the Twitter Icon on my storefront linking correctly to my Twitter account. I received a reply to the ticket from a tech support rep named Amanda on 5-4-14 at 11:33 p.m. Her ticket reply stated "Hello! Thank you for contacting Volusion Support. I'd be happy to help you with you soical icons. I was able to correct the code for this area. I duplicated the template as a backup prior to my changes, you should now be on template ROSA4. Please let us know if you have any further questions or issues". Upon reviewing my website to ensure the icon was working properly I quickly noticed some of the design work that a done by an outside company I hired was no longer there. I quickly emailed tech support and requested for them to change my template back to the previous template because my banner, image slideshow and logo adjustments were missing from the webpage. The background color on my website was also altered from white to a beige color. Shortly after sending the request to tech support I received an email from the design company asking me to confirm/approve my satisfaction of the work they completed on the website. I advised them there work wasn't visible and that I had reached out to Volusion to rectify the problem. I contacted Volusion by phone to speed up the process. I spoke with a tech support supervisor named ****** ****** who insisted he would investigate the problem upon receipt of a forwarded email from the design company to confirm design work had been done. I forward the information to him and he advised he would follow up with the design company to fix the problem and replace the work design work that had been completed on my website. On 5-7-14 I received an email from Mr. ****** stating " We have exhausted all options in attempting to restore this design element. Unfortunately the coding will have to be replaced by your designer. After speaking with members of our support team who assisted you via our ticket system the only action they took was to duplicate the template files to assist in correcting the links to the social network icons. This action is taken to retain the original files. No files were deleted or removed. If you have any other questions do not hesitate to contact us again. I replied stating the errors occurred upon the tech support attempting to duplicate the template which shouldn't have been necessary to simply link an icon to an account. I requested for them to specifically explain the actions taken to resolve this matter and hoped in good faith that they would resolve this matter as it was in fact due to negligence on their part. It's been over 2 business days and I have yet to receive a reply.

Desired Settlement: I would like for Volusion to restore my template back to the original design image I paid to have done. (3 image slideshow on the storefront, storefront banner, logo tag line to be resized to compliment the logo, template background color changed to white).

Business Response: When troubleshooting this merchant's issue, the Volusion representative made a backup of the merchant's template, per policy.  Nothing was added-to or deleted-from the original template.
       
We offered to reinstall the code developed by the third party, if the third party is able to provide the code to us.  But while our Support Team is happy to assist with the installation of the third party code as a demonstration of our investment in the merchant’s success, our Support Team is unable to execute the design work contracted through the third party.

Volusion followed protocol when assisting the merchant with her requested updates, and while we truly understand the frustration this situation has caused, we will not be able to provide reimbursement for fees charged by a third party for work contracted outside of our Design department.

Consumer Response: Complaint: ********

I am rejecting this response because:

Volusion was supplied the coding to correct the damages that were made on my website after the duplication of the template. Please see the attached documents which fully supports my complaint about Volusion.

The first attachment is the service ticket history regarding the issue with my website. The second attachment is proof that the information regarding the coding etc was forwarded to Volusion tech support team lead ****** ****** to rectify the problem. No honest effort was made to make things right. The third attachment is a current screen shot to show the damages done after the template was duplicate. The contact number is now show 513-706-8003 which is actually my cell phone number. My business number is **************. This shows the initial tech support representative made an effort to clean up the damages made obviously without having the accurate information. My cell phone number is the only number Volusion has on file for me

Furthermore, the template background is no longer with. Volusion in fact made this change on 4-22-14 (ticket#*********). The majority of the changes regarding the design and content enter on my template was erased due to the negligence of the tech support rep duplicating the template without prior consent.

I now have to pay ISOC.NET and additional $150 just to make the template presentable for my store's grand opening on May 26, 2014.




I appreciate your help and assistance regarding this matter.


Regards,

****** ******

Business Response: The second attachment to which the customer refers does not appear to be attached to the response we received from the BBB (there were only two attachments, but she refers to three), nor was Mr. ****** able to locate any correspondence containing the code from the third party.  Volusion was and is entirely available to repair this implementation; however, we would need to receive the code/files from either the merchant or the third party developer.  If the merchant could please forward the necessary code to Mr. ******, he would be happy to oversee its implementation.

Consumer Response: Complaint: ********

I am rejecting this response because:


ISOC.net has already redone the design work as my store's grand opening was May 26, 2014 and I had to what was necessary to ensure my website was presentable for the opening.  We can continue to go back in forth about who did what, who didn't do anything and who didn't know forever. The bottom line is I'm a very unsatisfied customer with the experience I've had with Volusion. At this point Volusion, can resolve this matter by either reimbursing me the additional cost of $150 I had to pay inorder have my website recoded or they can apply a credit to my Volusion account. According to Mr ****** ****** all of Volusions efforts to resolve this matter had been exhausted and now I'm being told it can be fixed. Please see the attached emails to confirm correspondence as well as the invoice from ISOC.net for the additional work that was done.

Regards,

****** ******

6/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am the owner of an online business, ***** **** ***, with an e-commerce store hosted by Volusion. My merchant account is also provided by and billed monthly by Volusion. My issue is with the billing for my merchant account. I noticed a $50 charge buried at the bottom on the March 2014 statement that was labeled as an "IRS Non-Compliance" fee (billing code 6336). I called to inquire and the Volusion representative told me that this monthly charge had been assessed every month for as far back as she could see. She asked me to send in a W-9 form so that they could verify that my business name matched what the IRS had on file. I sent the W-9 as requested and asked for a full refund for every incidence of this charge because my information (W-9) was and has always been compliant with IRS records. They acknowledged that this was true but initially said they would not issue a refund. I pressed the issue because I was never out of compliance and merchants were told they only needed to send in W-9 forms if the information was NOT matching. Volusion acknowledged that this was also true but have stopped communicating with me about this matter. My emails and support requests have gone unanswered. Copies of all written communication are available.

Desired Settlement: I want a full refund for the $50 monthly "non-compliance" charge that was automatically billed to my credit card for over a year. I am unsure of the full amount billed because Volusion has not provided me with the total amount charged or back copies of my merchant account statements despite my requests to do so.

Business Response: We understand and apologize for the merchant’s frustration.  It is definitely our policy to attend to issues and correct them once the issues are brought to our attention.  While we are unable to refund the full $400 that has been assessed for the TIN Non-Compliance Fee over the past eight months, we are happy to offer a courtesy credit of $300.00, which is equivalent to the fees which were assessed over the past six months.

Consumer Response: Complaint: ********

I am rejecting this response because:

I was charged $400 due to a clerical error on the part of the payment processor contracted by the business. They are offering to refund me $300 instead of the full $400 because I did not notice THEIR mistake within some arbitrary timeline that they see as acceptable. This multi-million dollar corporation wants to punish a one-person small business (and their customer of several years) by taking $100 for not noticing a line-item fee among more than a dozen other line item fees categorized as "Other Fees" on the bottom of each monthly statement. I do not find this ethical or fair. Again, I was never "non-compliant," and yet I will still lose $100 in this debacle while the business gains $100 for a mistake made by them?

In an email sent to me by Volusion, they state:
"We understand your frustration in regards to the data entry error that our payment processor made causing the information on file to not match what the IRS has registered for your business. While we are unable to offer a refund on the full $400 that has been assessed for the TIN Non-Compliance Fee since your nor your business contacted us for eight months, we are happy to offer a one-time courtesy credit of $300.00 due to your frustration."

I will accept their response if a refund of $400 is offered and received.


Regards,

******* ******

5/27/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up with Volusion and initially paid them $100. I closed my account with Volusion within less than a month after I signed up due to personal events (my mother has been diagnosed with stage 4 cancer) that will keep me from focusing on the online store as I had originally planned. While Volusion had a hold option, they also charge you for that every month. So, instead, I opted to close the online store with the intention of signing up again with them later on when things are better in my life. Volusion initially gave me the impression that they are a company who cares about their clients and that their customer service is outstanding. This experience is showing me just the opposite. On May 5, I received a bill in the mail from Volusion. Volusion's merchant services (Volusion's Global Payments) charged me $63.37 for the month of April for payment gateway services that I did not even use - my online store did not even go live. I immediately created a ticket to cancel the service through their website. I also created two other tickets to cancel whatever else they had me signed up for. I received a response within 24-48 hours for the other two tickets but the one for the payment services is still open and no response is received. I don't know if they are trying to delay the processing so they can continue to charge me. I called the customer service line on May 6th and spoke with someone - she told me that the request will be taken care of and for me to expect a confirmation email that the account is closed. To this day, there is still no response and I am worried that they did not only charge me for a product that I did not even use but that they will continue to charge me for as long as they can do it.

Desired Settlement: Refund the $63.37 since I never used the service, stop all billing, close my account.

Business Response: Our Merchant Care Team spoke with the merchant today, 05/12/2014, and confirmed that we received her request for cancellation on 05/05/2014. The merchant was advised that it can take up to 7 business days to process the cancellation.  After speaking with the merchant, we sent a ticket to her, confirming that the cancellation is being processed.

In addition to the per-transaction fees, there are also monthly fees associated with a merchant account.  All fees are listed on the application agreement. As service was provided during the month of April, and the merchant had the ability to process credit cards, we are unable to offer a refund for the April fee, which was assessed in May.

 

5/15/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I started an e******** business in January of 2014. I started it out with volusion, but after finding a more suitable site to host my business on, I switched to a different provider who had all the things I needed. when I signed up for Volusion, I also got an account with them for credit card processing. When I called to cancel my Volusion hosting service, I asked them if the credit card processing account I had would still work with my new hosting provider. They said yes it would work. After getting my new site up and running, I started to receive traffic. I was receiving orders, customers were attempting to place the orders, but all transactions were being declined, and all for the same reason, "Card declined-contact issuers bank for reason." This happened to ALL customers who tried to place orders with my site, there was over 20 orders attempted, and ALL of them were declined for the same reason. At first I thought ok, just a coincidence. After order number 5, 6,7,8 came in and all were declined also, I called Volusion and asked them what was going on, and again asked the question "This has nothing to do with the fact that I am not hosted by volusion anymore?" They again told me. "No, it does not matter, the card processing should still work. They told me to call *************, which is the company that processes the transactions, because there was "nothing we can do on this end." So, I called *************. I explained to them the situation, they told me everything was fine on there end, and again, nothing they can do. So I sat and waited a little longer. MORE orders came in and were declined for the SAME reason. After this I got extremely mad and again got on the phone with Volusion to figure out what the issue was, and again asked the question, "This does not have anything to do with the fact that I am not hosted by volusion anymore?" Again they told me, No, it does not matter, the credit card processing is a completely separate account, and again they said call ************* because there was nothing they could do. After a few more rounds of the same conversations with ************* and Volusion, I decided to cancel my volusion card processing all together and get a new merchant account through a different provider. I called ******** ******* *******, and got some of the best customer service I have ever received. I told them what was going on with the Volusion account, and also how much I was paying them for the service. The representative was floored - ******** ******* ******* is about 90% cheaper than Volusion. So, after cancelling the account with Volusion and getting a new account with ******** ******* *******, I began getting approved orders almost instantly. At this point I was absolutely 100% sure that Volusion was at fault for all the errors, and my losing thousands of dollars in sales, and STILL taking my money even though the service was not working for me and they could not help me. I called Volusion to discuss the issue and got one of the worst customer service oriented people in the planet. He would not hear me out at all, and even laughed at me at one point. I wanted a refund for the months I paid for , because all my transactions were declined, and I lost A LOT of money. Being a startup company, this was truely damaging. While on the phone with the rep, he said "We do not discuss refund requests over the phone and that I needed to submit a support ticket on the website. They pretty much refused to let me speak to a supervisor, eventually after insisting on speaking to a supervisor finally I got one. She was a little more pleasant, but told me they dont discuss refund issues on the phone. What kind of business practice is this?? I have been in a battle with them emailing back and forth because they wont talk to me on the phone. They keep telling me that I dont deserve a refund. I absolutely do deserve a refund because I was given wrong information multiple times from these people and made me lose a lot of money.

Desired Settlement: I want a refund for the months that I paid for the credit card processing. January through March.

Business Response: As Volusion merchant accounts are set up with the ******* gateway *************, merchant accounts are able to be used with a third party host; however, Volusion is unable to provide support for declined credit cards when there is a third party host, as Volusion representatives are unable to sign into another company’s website to review the order attempts. 
When the merchant contacted Volusion, the representative advised the merchant to contact his hosting provider to obtain specific reasons for the declines.  (Hosting companies have logs that provide the specific error codes.)  Once the merchant obtains the error code, he can visit *************’s Response Reason Code Tool by visiting http://developer.*************/tools/responsereasoncode/ .  There, he can input the error code to learn the reason for the decline.  There may be a variety of reasons for a decline, such as having the incorrect ************* API ID in the settings of their site or billing address mismatches.  Keep in mind, ************* does not allow captures on transactions that were authorized more than 30 days earlier.

Due to the reasons stated above, it is not recommended that merchants use Volusion’s merchant services with third party hosts, as it is more difficult for our Risk Team to obtain information about transactions if they are unable to view them within the Volusion store. Currently, if a merchant does not have a store hosted by Volusion, the merchant is not able to obtain a Volusion merchant account.

We have corresponded with the merchant via ticket/email concerning his issue and his request for compensation.  As credit card authorizations were initialized, we are unable to offer the service free of charge; however, as a one-time courtesy, we did waive the $99 early termination fee.

Consumer Response: Complaint:********

I am rejecting this response because:
I want a refund. I was never told of the complexities of using Volusion merchant with other providers during the multiple phone calls I made to them. 
I LOST A LOT OF MONEY DUE TO THE FACT THAT VOLUSION WAS NEGLIGENT IN TELLING ME CORRECT INFORMATION.

Regards,

******* *****

Business Response: When the merchant contacted Volusion concerning issues with processing credit cards using his merchant account with a third party host, he was
advised to contact his hosting company, as Volusion is unable to sign into third party hosts to review orders or error logs.  Upon contacting his host, the merchant would have been able to obtain a specific decline reason, so that Volusion could then troubleshoot the issue.  In reviewing the merchant’s account, we are unable to locate a call, ticket, or email stating that the merchant relayed to us the decline reason from his hosting company.  Without that information, we are unable to troubleshoot the issue.

Consumer Response: Complaint:********

I am rejecting this response because:

I called the company MULTIPLE times over the course of 2 months! I made phone calls to all the necessary parties to troubleshoot the issue and was told it was VOLUSION who was at fault. I want a refund. This company's business practices are absolutely absurd. I will not accept any resolution other than a refund for the months I paid for credit card processing. This company has been giving me the runaround since January! That is almost 6 months! If they had settled this with me over the phone and gave me a partial refund I would have been satisfied, but the fact that I now had to escalate to the BBB with this complaint, and the fact they would not speak to me over the phone regarding a refund, I am seeking the full refund from the start of the so called contract , which I was NEVER told there was a contract. This company is sneaky, dishonest, and misinforms their customers. The representatives are very rude and not educated on their products. I have been getting the same answer from these people since the beginning, and again, will reject every resolution brought forward until a full refund is applied. 

Regards,

******* *****

5/15/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The customer service person that was actually a salesperson called me on the phone to sell me the service after I asked for info on their website. She made me an account to get the website on volusion and our merchant account. She said the free templates were so great and talked about how wonderful their service was going to be. Then, she upsold me for 5 times the original price to have an account person to walk me through step-by-step. But, the system and service is oversold and I would like a complete refund. When it came down to it, ****** or ***** that was to be my account person and she said that none of the free templates would be good and that we would have to upgrade if we didn’t want our website to be embarrassing. The was to be $900 to $8000. Then I wanted a gallery and none of the paid templates even have that option, which is fine, but it’s $2000 minimum for that. IF these templates are not adequate, then they shouldn't offer or sell them. They charged me the amounts for the first month and for the SSL certificate that I had not received. The merchant account that they started was not completed, but they charged me and that account has STILL not been closed, even though they said they would cancel everything. We didn't get a refund even though we did not use any service or log in, we didn’t do anything, not even to begin customizing the website at all. I have spent hours talking to them, emailing them and trying to just get this straight. They say that the volusion account is cancelled, but I am still being charged for the merchant services. And they refunded nothing, so far.

Desired Settlement: I want a refund of all charges.

Business Response: We received the merchant’s request to cancel the Merchant Account on 05/07/2014.  The cancellation is currently being processed, and the merchant will receive confirmation within 1-7 business days.   As the merchant signed the Merchant Services contract agreeing to the fees for the service, and as the ability to process credit cards was granted, we are unable to offer any type of compensation for the Merchant Services. 

Regarding the hosting plan: We received the merchant’s order on 4/4/14 for the Premium Hosting plan and Select Bundle. The order was processed the same day, and a welcome email was sent with log-in information, as, in placing the order, the customer had agreed to the Terms and Conditions. The hosting services are based on prepaid billing terms, and so any cancellation submitted for the hosting will take effect with the end of the prepaid billing cycle.

We are sorry to hear that our services will not work out for this merchant. It is important to keep in mind that the fees cover access to the software as well as a space for the site on the Volusion servers. As access was provided for the duration of the prepaid first month, we are unable to issue compensation as requested. We can confirm that the Select Bundle -- which included an SSL, Fraud Score, and Coupon -- was not used, so this has been refunded in full ($99). We ask that the customer allow a few business days for the credit to post to her bank records. Additionally, we have received her online cancellation form for hosting, so no further charges will be had for this service.

Consumer Response: Complaint:********

I am rejecting this response because: They keep saying the same thing rather than really trying to help or understand. There are many, many complaints against this company and no one pushes back, says the same thing over and over again, lies and gets away with it and people just get tired of fighting henceforth they have this great BBB rating. But, that's uncool. We are supposed to be able to trust a BBB rating, instead this is totally bogus!
No, not ok.

Regards,

******** *****

4/24/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When we signed up with Volusion we were quoted a monthly service fee for the webstore of 15.00. We agreed to the 70.00 package for the webstore. The sales representative then told us in order to accept credit cards we must set up a merchant account. At that time he didn't tell us that there would be any fees associated with the merchant account. He said that they were sending a contract and that we should sign it. We did. Now three months later we are made aware of a monthly service charge as well as an early termination fee. for signing their contract. Volusion's sales practices are extremely deceptive and we will not be bound to any terms or agreements that are deceptive in nature. Hence, the hidden fees for the merchant account. The sales representative said there was no need to read the contract.

Desired Settlement: A full refund of all fees and early termination fees.

Business Response: Volusion forwarded the agreement to the merchant and advised him over the phone of the instructions for completing and signing the application agreement.  The fees for the service are itemized on page two of the agreement.  The merchant signed page two, acknowledging these fees and agreeing to debits to his bank account, as well  tothe Terms and Conditions which were also included in the agreement. 

The Merchant Services agreement is a contract between the merchant and Volusion.  As this merchant signed the contract agreeing to our fees for the service, and he processed credit cards, we are unable to offer any type of compensation for the service. 

Consumer Response: Complaint: ********

I am rejecting this response because when we signed up for Volusion's services. We were not made aware of any fees. We were told to just sign the contract. There is no mention in the contract of an early $99.00 termination fee for the merchant account. Also when we closed the accounts we asked for our last month's charges to be reversed which they refused also. If we had been aware of any fees regarding the merchant account we would have never agreed to sign any contracts or open the webstore. Furthermore, the sales representative we spoke with originally stated that all fees would be waived if we signed up for a particular plan which was $70.00 per month. He said we could then switch to a lower plan which was $15.00 per month which we did. After, trying to resolve these issues with the billing department they threatened to send our account to a collections agency. The persons in the billing department were extremely rude and refused to address this matter because they have a contract. Well the contract was never signed by the owner of the business so it is not a valid contract. Furthermore, they do not have a right to debit money from our account without our consent. That is called fraud and misrepresentation and I will be pursuing legal remedies with the Los Angeles Superior Court. 

Regards,

****** *****

Business Response: In order to apply for a merchant account, merchants are required to digitally sign an agreement which lists the fees and Terms & Conditions for the service. 
The agreement is sent to the merchant via email.  When Volusion is provided the name of the person who will be listed as the personal guarantor, that person’s
Social Security number and personal information are linked to the acount.  When the merchant receives the agreement, only the merchant will be able to review, make changes to, and sign the agreement by answering questions that are generated for that specific merchant. The purpose of this is to protect the merchant’s identity. 
By answering the designated questions, as well as filling out and digitally signing the agreement, the merchant agreed to the fees and Terms & Conditions that were provided.  As the agreement is legally binding, we are unable to offer a refund of the fees that were assessed for the credit card transactions that were processed. 

Consumer Response: Complaint: ********

I am rejecting this response because:

The contract doesn't state anywhere an early $99.00 termination fee. BBB review the contract and we will have our attorney review it also. It seems as though the only recourse is to file a civil lawsuit against Volusion so they don't try and get away with these hidden fees with other customers. I've already contacted the Texas State Attorney General's office regarding this company. We want our account credited the money that Volusion stole from our banking account. 

Regards,

****** *****

Business Response: While Volusion does not charge an application fee for the merchant account, we do charge a $99 termination fee for accounts that do not process with us
long-term.  Both the 3-year term and the early termination fee are disclosed in section 13 -- "Term and Termination" -- of the agreement.

Consumer Response: Complaint: ********

I am rejecting this response because:

The early termination fee and all other fees were not verbally disclosed to us when we signed the contract. We are requesting a full refund of all fees associated with our merchant account on the grounds that Volusion's sale practices are misleading and deceptive.

Regards,

****** *****

4/24/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: 1. I created a website for $35 a month and in the second bill they added on extra charges they were never disclosed. 2. In trying to decide how I wanted to accept payments, the sales rep told me while I was deciding that I should fill out a global payment account form because it would not cost me anything and there were no fees involved. So I did and was approved. About a month later I was charged $60 from them. I said what is that for and they said your account. I tried to explain to them that the person that set me up told me it was just a place holder while I decided if that was the route I wanted to go, which it was not and I never activated the account. They said too bad I signed the form. Now they keep coming to me for the money even though I cancelled the account. Their practices are unethical and is a way for their sales team to make commission only. No one there seems to care that I was lied to and even though I cancelled the account, they still keep asking me for money.

Desired Settlement: To get my money refunded and for the issue to be resolved and closed. Also for them to be reprimanded on their unethical sales practices.

Business Response: In reviewing the account, we were unable to locate any communication from the merchant to our Merchant Services Sales Team indicating that the merchant did not wish to proceed with the merchant services application.  A member of our Merchant Services Sales team left the merchant a voice mail on 01/30/2014, and the application agreement was emailed to the merchant for completion.  We received the digitally-signed agreement along with the voided check, and the merchant account was approved. An email was sent to the merchant on 01/30/14 advising that the account had been approved.  Additionally, the email advised the merchant to contact **************** whenever there were any questions regarding the account.

By signing the application agreement, the merchant acknowledged the fees for the service, agreed to the Terms and Conditions, and agreed to debits to the bank account.  If we had not received the merchant’s agreement, the merchant account would not have been approved.  Since we received the merchant’s signature and agreement to the debits to the bank account, we are unable to offer a refund on the fees that were assessed.  Attached is a copy of page 2 of the application agreement which lists the fees for the service and the merchant’s digital signature signifying acceptance of the terms.

Consumer Response: Complaint: ********

I am rejecting this response because:

I was told to fill out the application as a place holder in the event I wanted to continue with the process.  I was told there were no fees associated until I activated, which I did not.  I never signed with my actual signature nor date the application because I was told it was just a placeholder while I was deciding which checkout method to use. The bottom line is that they lied to me to get the sale. I did tell ****** ***** that I had decided to go with Stripe and not the global market after he processed the placeholder application. He told me that it was not a problem that the application was complete and when and if I ever decided to use it it would be there and already approved.

Regards,

***** ********

Business Response: In order to review, fill out, make corrections, and digitally sign a Merchant Services Agreement, merchants are required to provide personal information that would be known only to the merchant.  When merchants provide this information, they are then able to view the agreement and view the information that we are requesting.  The agreement does not advise that it is a placeholder agreement.  The agreement advises on page two that there are fees for the service.  The agreement advises that if the merchant proceeds to digitally sign the agreement, he or she is acknowledging these fees and agreeing to debits to the bank account.

As the agreement is a binding contract containing a digital signature, we are unable to offer a refund on the fees that were assessed.

 

Consumer Response: Complaint: ********

I am rejecting this response because: that is not what I was told.  I was told no fees were involved.  Here is my response when I was asked to activate it-

1.-------- Original Message ---------
Subject: RE: Congrats! Your Volusion Merchant Account has been Approved!
From: **********************
Date: 1/30/14 4:11 pm
To: "****** *****" <******_*****@volusion.com>


HI ******,
 
Are there any fees associated with what I just
processed?  I thought that there was not any fees, but now I am not sure
since authorize.net is involved.
 
Please advise before I go any further.
 
*****
 
--------- Original Message ---------
Subject: Congrats! Your Volusion Merchant Account has been Approved!
From: "****** *****" <******_*****@volusion.com>
Date: 1/30/14 3:35 pm
To: "**********************" <**********************>

Special Offer for Our Volusion Merchants
















Dear Valued Volusion Merchant,


Volusion
is pleased to welcome you to the Volusion family and sincerely
appreciates you selecting Volusion Merchant Services for your payment
processing needs. As a valued Volusion Merchant Services Partner, we
would like to take this opportunity to provide information that may
assist you while processing payments.


Please click here
to download a PDF file which explains the risks associated with credit
card processing and offers tips to protect your business. We strongly
suggest that you become familiar with this document and the risks
associated with credit card processing.


Setting up your new merchant account
Congratulations on your new Volusion account and Authorize.net payment
gateway! After following the steps below, you'll be ready to accept
payment on your site.


You'll
soon receive an email from Authorize.net walking you through the short
steps to activate your new gateway. Simply follow the directions
provided in that message to activate your account. If you don't receive
this email from Authorize.net, please give us a call at ************,
option 3 and then choose option 2.


After
activating your account, you'll need to finalize the payment section
within your Volusion store. To learn how, please refer to our knowledge base article. If you have any issues activating your Authorize.net account, take a look at their Account Activiation Guide and Getting Started Guide. You can also directly contact Authorize.net Customer Support at ************.


Please
note: If you're currently using a third-party payment gateway, please
enter your Authorize.net information into your Volusion store after
settling your pending transactions with that gateway. Once you have
setup your user name and password for Authorize.net, please take the
account out of test mode by going through the following steps through
Authorize.net : Account > Settings > Security Settings >
General Security Settings > Test Mode.


With
your new Authorize.net payment gateway, funds are typically deposited
into your bank account between 48-72 hours from completion of the
transaction. Your Merchant ID number is: *************


If you need any help with your new Volusion merchant account, please contact us at ****************.


Activating your Verified Volusion Merchant Seal
To activate your Verified Volusion Merchant seal, simply login to your
administration panel and navigate to your Nav Menu Promotions section.
Once within this section simply click on the ID for the Verified
Volusion Merchant Seal. Once you have clicked into the ID simply uncheck
the box titled ?Hidden? and your Nav Menu Promotion will now appear in
your navigation. If you need assistance in activating your seal please
contact us at ************.


Testing Visa, MasterCard, and Discover Transactions:
Simply create a low-priced ($.01) test product on your website and pay
for the product with a Visa or MasterCard to perform a test transaction.
As soon as the authorization is received please void the charge. Any
charge that settles using your own credit card is considered a breach of
the card agreement guidelines and will initiate a chargeback from your
bank. You will be required to pay any fees associated with this
chargeback if you do not follow these guidelines.


Testing American Express Transactions:
If you've signed up to accept American Express you'll handle test
transactions in the following manner: Testing of American Express is a
bit different (they prefer you to not test using your own Amex Card) and
entails that you actually go to their site and use their "test your
terminal" module. Click here to proceed to Amex's website.


Merchant Service Sales can assist you with the following:
New Merchant Account SetupNew Terminal OrdersSupply OrderingRate/Fee InformationAvailable via email at ****************



Merchant Services Care can assist you with the following:
Chargeback InquiriesDebit & Deposit HistoryAddress, Telephone, DDA Change RequestsStatement QuestionsTerminal Technical SupportFor Voice Authorizations, please contact ************* BIN #******Available via email at ****************



Volusion
continuously strives to provide our merchants with the fastest and most
reliable payment processing solutions available. In an effort to
provide the best customer service and the highest level of ongoing
support to our partners, we hope that you can provide comments,
suggestions, and feedback about your Volusion Merchant Services
experience. Please feel free to email us with questions, comments, and
concerns at ****************.


Again
we are honored to be selected as your merchant account provider, and we
wish you nothing but success in all of your endeavors.


Sincerely,


Volusion Merchant Services
Volusion Inc.



2. Thursday, January 30, 2014 4:13 PM, ***** ******** <********************> wrote:
Thanks ****. I appreciate this information.  I am going to stick with Stripe for now.  I was just authorize
for a merchant account with Volusion, however I don't think I will be using it.





On Thursday, January 30, 2014 2:54 PM, "*******, ****" <**********************> wrote:








If
your company is processing on average around $2500 or less per month,
you qualify for our MICRO merchant program. This plan has no monthly
fees or setup fee, it was created specifically for smaller businesses.
Even if you think you’ll fit into this category in the first few
months, you qualify, we can switch to our main plan at that point and
not charge the set up fee. If you would like to apply for this program
please complete the form attached instead of the online
application. You can either scan and email or fax back to the number
below.

 
The pricing is below:
 
$0 setup fee
$0 monthly fee
$0.30 per transaction fee including both the gateway and merchant account
Chargeback Fee: $15
Verbal Authorization Fee: $1.20
VISA, MasterCard and Discover Discount Rate: 2.90%
No early termination fee

Regards,

***** ********

Business Response: The fees to which the merchant is referring are fees charged by Authorize.net and would pertain if the merchant decided to set up a merchant account with Authorize.net directly, or if the merchant decided to add additional features such as eCheck or Fraud Detection Suite to their Volusion merchant account.  As Volusion provides an Authorize.net account through a reseller partnership, and the fees are specified in the contract, the fees of which Authorize.net advised are not applicable for the service Volusion provides.  If the merchant has questions concerning Authorize.net's fees or stand-alone services, the merchant will need to reach out to Authorize.net directly.  As the merchant set up the account through Volusion, and signed a contract with Volusion and Global Payments (the payment processor), the fees specified on the Volusion merchant contract are applicable.

Consumer Response: Complaint: ********

I am rejecting this response because: I was verbally told to put the application through as a place holder that there were no fees.  It was wrong and Volusion needs to take responsibility for their unethical practices.

Regards,

***** ********

4/24/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Volusion boldly advertises a low $15/month rates for ecommerce web hosting. They also advertise low transaction rates of 2.17% for merchant services. The actual changes incurred in running a small ecommerce site are no where near $15/month and 2.17% per transaction. I worked with an account representative **** during the setup of my account where I explained that I wanted a temporary 3 month ecommerce store for my non profit fund raiser. I submit that during this dialog my sales associate should have explained that the merchant services account is a 3 year minimum and that the likely per transaction fee when taking all other unadvertised and mostly undisclosed pricing into consideration is considerably more than 2.17%/transaction. I also submit that when I open an ecommerce store and a merchant account at the same time, that when I request to close my store and my account that this request should include the merchant account. I communicated to Volusion in December 2013 that I wanted my store and account closed. They closed the ecommerce store as requested but did not close the merchant account. Funds were drafted from my non profits bank account for 4 months before this situation was discovered. Subsequent to this discovery Volusion has communicated that there is a $99 early termination fee for the merchant account. Volusion submits that this information was communicated in associated agreements which were digitally signed. I submit that the contrast between what is advertised at the Volusion website (http://www.volusion.com/ecommerce-credit-card-processing and http://www.volusion.com/hosting-plans-pricing) and what is actually charged is akin to a bait & switch arrangement. After my communication to close my store and account, Volusion performed the following drafts from my non profits bank account: 1/3/2014 - $63.67 2/4/2014 - $63.67 3/4/2014 - $63.67 4/2/2014 - $63.67 Volusion has told me that they will also draft a $99 early cancellation fee from my non profits bank account since I have now requested that we close my merchant account.

Desired Settlement: The ideal remediation is to have all merchant service fees recalculated at the boldly advertised price of 2.17% per transaction - consistent with that is publicly available on their website. (http://www.volusion.com/hosting-plans-pricing). There should be no early termination fee. At a minimum I feel that my merchant account should have been closed at the time that I requested my store / account to be closed. That was December 2013. Since then I was billed 254.68 and Volusion apparently plans to draft another $99 for early. I feel that since I explained my business needs to the sales associate **** - he should have communicated to me that the Volusion merchant services might not be the way to go considering that it requires a 3 year committment. The minimum remediation should be that we are refunded $254.68 and that the early termination fee should not be assessed.

Business Response: The fees that are advertised at http://www.volusion.com/hosting-plans-pricing are correct and only advertise the hosting plans, along with the features that come with those plans.  We do not advertise that a Volusion Merchant Account must be used with the hosting software or that the fees for the Merchant Services are included in the hosting fees. Information concerning the Merchant Account Services are listed on a different page. 

The Volusion Merchant Account is a separate service from the hosting account.  To apply for the Merchant Account, merchants must review, fill out, and sign an agreement. The fees are listed at the top of page two of that agreement. As we received this merchant’s digital signature acknowledging these fees, the fees were assessed. 

The cancellation form the merchant filled out online (http://my.volusion.com/customercare.aspx) was for the hosting service. Since merchants do not place an order for Merchant Services, and the services are completely separate from our monthly hosting packages, we specify on that page, "If you have merchant services, live chat, Fast Traffic or SEO services that you would like to cancel, please submit a ticket to our support team with your request. Failure to cancel services related to this order may result in continuation of related billing. No refunds will be granted in the event of failure to properly cancel additional services.” As we received no such request, the account has remained open. and we have been charging the minimums to cover costs for resources used. 

Many Merchant Services providers will charge a start-up fee or an application fee (or both) to cover the labor involved in enrolling, reviewing, and underwriting each account. Volusion has no such fee, because we do not want to charge merchants who may be rejected because of credit considerations. But as we undertake the same labor involved in the enrollment process, we charge a $99 termination fee for accounts that do not process with us long-term. Both the 3-year term and the fee are disclosed in section #13,"Term and Termination," of the agreement. Please be aware that this is a standard feature of all Volusion Merchant Accounts.

4/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This company uses false representation of what you are actually paying for. They get you to sign up then to find out you need to upgrade. When I signed up with the sales person, I wanted to start out with the least expensive service to get going, she told me I needed to upgrade so she could talk to me on the phone, she said she would give me a deal for the first month, so I agreed so I could talk to her. I also asked her about the services so I knew what I was getting before I paid. One of the services she told me I did not need was the ssl certificate because I was not going to be taking credit cards. I also told her that using Facebook was a big deal with me ad I wanted to set up the online Facebook store. So once I got set up, I started to set up my store. They say this is really easy, which it is not, so I thought I upgraded for phone support so I called, right out of the box my first phone call ther was a 45 minute wait, so I thought I would try later. So tried again and another hour wait. So I emailed the tech support and they told me if I would upgrade to the premium plan I would get faster service. So I muddled along trying to get thing set up and ran into another road block, I was trying to set up my Facebook store and having problems. So I emailed in and the lady told me I could not set up a The Facebook store because Facebook requires the Ssl certificate and I would have to purchase that. I finally threw up my hands and emailed the sales person to find out what was going on. I emailed twice and no response. When I was dealing upfront with this sales person, she kept emailing me and telling me that if I would sign up now she could give me a deal. I kept telling her I needed to wait but kept sending emails. I waisted about a month trying to get my store up and just got so frustrated with the lies I canceled. The deceit and lies upfront with trying to get people to sign up is bad business and bottom line if you do not have a lot of money your screwed. One last thing when I canceled my contract online they had you answer a lot of questions like what they could do to keep me as a customer, so I filled out something's and thought they would contact me. As of this date I have heard nothing. I'm a small fish in the ocean and they just don't care. I feel like a lot of people won't take the time to file complaints and they must be stopped

Desired Settlement: Stop deceiving people

Business Response: We apologize for any frustration experienced by this customer.  Our Sales representatives would never intentionally provide inaccurate information.  It is possible that there was some confusion during the initial conversation, as the customer stated that he did not intend to accept credit cards, but also that he wished to set up a Facebook store.  While the Sales representative was correct in stating that an SSL certificate is only necessary if the customer intends to accept credit cards, setting up a Facebook store would require the acceptance of credit cards and thus an SSL.  An SSL certificate may be purchased at any time.  The Sales manager has addressed this issue with the Sales representative, ensuring that the representative knows and understands that Facebook stores require the acceptance of credit card payments and an SSL.
Again, we are sorry for any frustration this issue caused for the customer.  If the customer wishes to pursue a Volusion website again, now or in the future, we would be happy to work with him.

Consumer Response: Complaint: *******

I am rejecting this response because:

this is really a sad response, it is appearances that this company does not care about there customers and that when we had a problem the sales person never even tried to call me back. I want what the payments that I made returned to me. Not once has this company responded to me and tried to work this out. They are just candy coating this to keep in good graces with the bbb. It is apparent on the internet that I am not the only person that they hAve taken. It is really sad, I just don't want other people to be duped into bad sales practices that will not change with my problem. I just want a refund. This would be the last company I would contact to help me out with my needs.

Regards,

***** ******

Business Response: We sincerely apologize for any misunderstanding regarding our last reply. As the customer indicated that his desired settlement was for Volusion to address ways in which we could improve our Sales methods, our response verified that we had addressed the issue accordingly. It was never our intention to make him feel as though we do not care about our customers.  We must stress that our priority is not only to provide a quality product but also to provide first-rate support. As with any online business which provides 24/7 support, however, there will definitely be times wherein the hold periods are a bit longer than normal. For this reason, we also offer 24/7 support via online chat and ticket. In reviewing this customer’s tickets, we can confirm each was answered within 24 hours and most within a few minutes to an hour of submission. 

While we apologize for any negative experience, the fundamental reason we offer month-to-month service is so that cancellation is possible at any time. We
understand that after signing up, a customer may decide that our service is not what he was looking for, and as such, cancellation is possible through our online form. Any fees paid prior to submitting the online form, however, are nonrefundable, as service is provided until the cancellation takes effect. The $21.32 the customer paid at the start of the cycle covered not only his access to the software, but also the resources used to process, set up, and provide maintenance for the store. For this reason, we are unable to provide compensation as requested.

Consumer Response: Complaint: *******

I am rejecting this response because:

they never gave gave me any resources but just lies and just to upgrade to something else. Their own sales person would not even reply back to me with my problems I was having after several emails to them. I did not even get to the point of getting my store open. They won't even in good faith refund my money, this shows they do not care about their customers or customer service

Regards,

***** ******

4/8/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I opened a Volusion account on 1/22/2014. I paid $35 for the monthly plan and eCommerce hosting. about a week later I had not heard anything so I did a chat where I learned my application was still awaiting approval. A few days later I recieved an email that I had been approved but that the next step was that I need to purchase a custom domain. So I paid 11.99 for a domain. I followed instriuctins to ensure my custom domain was working and set up properly but found that after a few days it still had not beed activated on my account. I messaged again about this and ws told my account status for the domain was awaiting approval. a few days later, received notification of approval along with another email stating that my next step was to apply for a merchant account. which I did. I waited another week for for this approval where I was told I then needed to fax my banking info anc 3 months of account history which I did. a total of 3 times. The first time I sent these forms, I never heard back so I emailed the account manager assiged to my account, he said to send them again, so I did. Still never heard so a total of 4 wks in to my waiting I sent an email again asking about the status of my merchant account where I was told for a 3rd time to resend my 3 month bank account history so again, I did. Finally accepted and was then told that my next step is to purchase a SSL certificate which cost me $59. I waited a few days and recieved an email saying My account had been approved but that I needed to apply for a merchant account and fill out some forms with information so I began to do this until I realized it was 4 months and 1 week since I joined and I was still having to be approved for something else so I called. I was told that the email I received must have been an automated one because I was already approved for this. A few days later I was looking at the other templates available for purchase and when I tried to his the cancel button from my iphone, I mistakednly hit the checkout button. the screen however never loaded so I didnt think it went throug. The next morning I had a $150 charge on my bank account so I immediately contacted Volusion about the incident and requested a refund. I was told the next day by the billing dept that Refund was not possible as my "custom template" had already been created. I then went to my volusion account to see what it is I purchased and followed the step by step directions on how to activate it only to find the template I purchased wasnt in fact created. I knew this because I kept receiving an error message stating, custom template does not exist. I called and requested again, the refund and told them I paid but I never received the product and I wasnt happy that I was previously denied. They declined my request again and the next day informed me that my template had been created and ready to use. It was already 1.5 months after I joined that I was fed up and called. I spoke to a sales manager who couldnt beleive the service I had received and was very apologetic. He transfered me to a girl who advised me to cancel my account since I WOULD be getting refunded, so I trusted her and canceled my account. 2 days later I receive an email stating I WOULD NOT be refunded for anything. I have called about this where I sat on hold for up to 30 minutes before hanging up. Ive created multiple tickets about this that end up dissapearing in my "open tickets" or Im left waiting what is now 10 days for anyone to even respond. I have 2 tickets awaiting someones help. This is the worst service I have ever received. I paid for something I never even received until over 2 months later after I was denied a refund 1.5 months in for not receiving services. I just want my money refunded. I joined 1/22/14. I never was able to use the ecommerce site since I was never given what I paid for.

Desired Settlement: Im only requesting that my $244 is refunded. This refund request doesnt include the domain name cost since I transferred that to another eCommerce site that had my account ready to use the same day.

Business Response: We received the customer’s hosting plan order on 1/22/14, and it was set up the same day. Upon set-up, a welcome email was sent with information on logging in and getting started.
Please note that the service Volusion provides is access to the shopping cart software along with reserving a spot for the store on the Volusion servers. The monthly fee is not contingent on whether or not the site is used, worked on, or ever made live. As long as access is provided to the software and the site is hosted and maintained on the Volusion servers, the hosting fees are applied.

We apologize for any frustration caused over the merchant account application process. We can assure the customer that we were working to get her approved, and while we cannot provide an exact time frame for the approval process, it does take anywhere from a couple of days to a couple of weeks, depending on which documentation has been provided, as well as the information in that paperwork, such as financials. 

As part of a promotion for the merchant account, the customer also purchased an SSL certificate on 2/24 at a deep discount. This was installed on 2/27. Once installed, SSLs are no longer refundable, but customers are always welcome to take the SSL with them for use on another hosting platform when they cancel. All we require is that the customer submit a ticket asking for the SSL to be sent, so that we can attach it in a reply to the ticket. 

On 2/24 we also received an order for a Premium Template, and, like SSLs, once purchased and installed, templates cannot be refunded. We understand that it may have been purchased by mistake, but because the work was completed for the service, we are unable to issue compensation as requested.

Though the hosting service is based on prepaid billing terms, as a one-time courtesy we have already issued a refund for the most recent hosting fee charge, and the hosting account is now canceled. We truly apologize for any negative experience or frustration.

Consumer Response: Complaint: *******

I am rejecting this response because:
My premium template was never created by the design dept until 2 days after I asked for a refund. I have documented proof of my communication with the design team about the error message I received when I logged in and tried to use it. That error message read: template does not exist. I contacted volusion again asking for a refund, again since in fact it was not created therefore I did not have access. They apologized but again denied the refund and had someone create it 2 days later.  I paid for a service that was not received as stated when my 1st refund request was given. They took my money, promised services, failed to create those services and then lied about their reason for not granting a refund only to buy time to create it. This company lacks integrity and ethics. I want a refund in full. 
Regards,

**** ******

Business Response: We received the customer's template purchase on 2/24/2014, and it was installed for her on 2/25/2014. An email was sent to the customer at that time, notifying her of the installation and providing instructions for activating the template, as well as instructions for making it function on the site.  Because
the customer's store was currently live, our design team did not activate the template for her, as that could have caused issues; this is standard practice when a site is live.  We have confirmed that the email instructions were sent on 2/25/2014 when the template was installed.  We are unable to compensate for the template purchase, as the template was installed per Volusion's terms and conditions.

4/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I attempted to cancel and close my account after 2 days of being dissatisfied with their service. I had informed my Account Manager, ****** *******, that I wanted to cancel. She emailed me details of how to cancel, which is hidden within accounts unless someone tells you where to go. Then once I filled out the details, it states that you wont be billed after the specified date. They essentially lock you in for 1 billing cycle and make no disclosure that they do so. Extremely disappointed that they would mislead customers into signing up for a service that they are forced to pay for even if they do not like it once used.

Desired Settlement: Dealing with customers via phone is a much better way of business, not thru email. That is a unprofessional and time consuming with going back and forth via email.

Business Response: We received this customer’s hosting plan order on 3/21/2014, and it was set up several hours later. Upon set-up, a welcome email was sent with information regarding logging in and getting started. It is important to note that the service Volusion provides is access to the shopping cart software along with reserving a spot for the customer’s store on the Volusion servers. The monthly fee is not contingent upon whether or not the site is used, worked on, or ever made live. As long as access is provided to the software and the site is hosted and maintained on the Volusion servers, the hosting fees are applied.  

We do understand, however, that only a couple of days after purchasing, this customer was not completely satisfied with the service and did not access the account for the remainder of the prepaid period.  Because of this, we have issued a full refund of $100.00 to her credit card as a courtesy, and she should see this reflect in her bank records in 1-3 business days.  Because a full refund has been issued, we manually shut down the account. 

We are sorry that the customer was not satisfied with the service, and we wish her all the best in her future business endeavors.

4/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We have been with Volusion for over ten years and for the most part service has been acceptable with only a few incidents. The problem that we have now is that we have been signed up for their Platinum Plan for several years at a cost of around 200.00 per month. They reduced their pricing months ago (could have been over a year but we are not sure) and they did not tell the existing customers like us. Right now their highest tier of pricing is only 135.00 per month but they continued to charge us at the 200.00 rate. They are not advertising the 135.00 per month as a special rate either. So, when I asked them if they would consider giving us credit for the overcharges, they refused. I did not ask for a refund, just some kind of credit to be fair. I am disappointed that Volusion would not tell me that their pricing structure had changed and that they no longer charged 200.00 per month for their top tier plan. Instead, they just continued to charge us. My business is very small and I have to watch every penny. Trust is an important part of my relationship with my e-commerce provider and I have now lost trust in Volusion.

Desired Settlement: Credit of some kind for at least part of the months of overcharges for the same product they are selling on their website.

Business Response: We apologize for any confusion regarding our plan changes. From time to time we do offer new plans based on competitive rates in this industry. When new plans are introduced, they will be listed on the pricing page of our website. We encourage customers to check it out or call into our Sales Department every now and then to see what is being currently offered.

In reviewing this customer’s account, it was noted that she was on a retired plan prior to a recent downgrade to our Pro plan. The Platinum plan she was previously on was about $200 per month, but that is due to the features the plan came with. In comparing both plans one can see that the price difference is justifiably significant: 

Platinum Plan: $197.00/ 30GB of bandwidth/ 20 email accounts/  20 FTP accounts/ unlimited products/ 10,000 newsletters 

Pro Plan: $75.00/ 10GB of bandwidth/ 2 email accounts/ 15 FTP accounts/ 10,000 products/ 1,000 newsletters 


Because of the completely different feature set, we could not have automatically downgraded this customer, and as such, she was grandfathered in at the Platinum rate. We could never assume that she or any other customer would benefit from the specific feature set of any given plan, and so we do require a customer to contact us if a plan change is desired. As soon as we were informed of a change request, it was put through, and the site is now on the Pro plan as requested. As the account was provided access to the Platinum features for previous billing cycles, we are unable to provide compensation as requested.

Consumer Response: Complaint: *******

I am rejecting this response because:

This statement is not true.  You were charging me for a plan at 200.00 per month that you offered to other customers for 135.00 per month.  You gave it a different name but it is now your top plan.  I was paying for your top plan at 200.00 per and you called it your Platinum Plan.  So you retired the Platinum Plan and gave it a new name called a Premium Plan.  Same plan, different name but overcharging your loyal customers.


Regards,

***** ******

Business Response: We apologize for any misunderstanding, but as previously stated, whenever new plans are introduced, current customers are grandfathered in at whichever plan level they are currently on.  We are unauthorized to make any type of plan change to a customer’s account without their permission, and so we do require that customers contact Volusion if a plan change is needed. 

With the plan changes introduced this year, the plan prices did decrease, because many features were reduced or eliminated altogether. However, in the past we have often increased prices when new features were added. While we understand that this customer would have appreciated being automatically changed to a new, lower-priced plan, we could not have assumed that the reduction of features in the new plans would meet her business needs. As such, we cannot make plan changes without direction from the customer. 

We must stress again that we sincerely appreciate this customer’s business and hope she is able to see  that we have never attempted to mislead her in any way. All new plans are always introduced via the Volusion pricing page, and all customers are always welcome to initiate plan changes to their account.

Consumer Response: Complaint: *******

I am rejecting this response because:

When my plan was retired, I should have been told about it so that I could have made a change.  Continuing to charge me for a retired plan and reduce the price so dramatically for the same plan with a new name is not a very nice way to treat loyal customers.  I do hope that Volusion will not continue to keep their customers in the dark in the future and will alert them when plans are retired instead of gouging them each month.  I am disappointed and feel that if Volusion had just been honest about it, there would not have been a problem.

Regards,

***** ******

Business Response: As previously stated, there was no change to the customer's plan or price.  She is referring to the introduction of a different plan, containing different features, which was clearly advertised on our website.  As with any company offering monthly service plans (such as cell phone companies, cable companies, etc.), Volusion does offer new and different plans throughout the year, containing different combinations of features and set at different prices, all of which are advertised on our website.  Customers are welcome to view the current plans at any time and switch to a different plan as they see fit.  Volusion is a month-to-month service;  customers are not under contract and are free to change plans at any time.  It would not be in anyone's best interest for Volusion to automatically change customers to plans containing different (and possibly fewer) features without the customer initiating such a change.

Consumer Response: Complaint: *******

I am rejecting this response because:

Would you kindly show the BBB a copy of the top tier plan with its benefits that we were paying  200.00 a month for?  Then please show them a copy of the top tier plan with benefits that you replaced it with?

Regards,

***** ******

Consumer Response: Complaint: *******

Here is the information that you are asking for:

Platinum Plan which used to be the top tier plan that Volusion has retired but still charged me for.

Pro Plan which is now the new top tier plan that is 75.00 per month.

I do not have the Platinum Plan specifics because they retired it long ago but continued to bill me for it.  The new Pro Plan is just as good if not better but they did not alert us as to the fact that they were discontinuing the plan and offering the Pro Plan instead.  Volusion can give you the specifics on both plans which I have asked them to do in the last correspondence.

I am rejecting this response because:

Regards,

***** ******

3/25/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a premium template for $895 that I was supposed to have been able to customize easily based on advertisements from their website and verbally via salesperson. As soon as Volusion received payment they "uploaded" the template to my store. Once the template has been uploaded, refunds cannot be made, according their policy. However, I did not have a chance to see the template or make any edits/customization prior to them uploading it. I tried to customized the template (essentially remove their stock photos that were on the template) and I was unable to do any of it. They then offered to do some minor edits for me (changing color scheme), but that I would need to know ccs coding to configure the template to my specs. In addition, they offered to provide a paid service from costing me an additional $150/hour to help with my needs. I requested numerous times to speak to someone on the telephone for assistance and was told they only communicate via email. In addition, I requested to communicate with a manager about my issues and those requests were ignored. After XX email exchanges trying to get help and resolve the issues, and finally asking for a refund as I am not a coding professional and the template I bought based on the advertising of it was completely FALSE, they ceased all communication with me. In addition, I received internal email that was between employees about me, which was accidentally sent to me. In it, there is an admission of false pretense by commenting on an attempt to contact me under the guise of communicating so that I would not request a refund. I am in process of disputing with my credit card company and Volusion responded by providing a copy their refund policy and my cancellation request, via their “ticket” system. They did not acknowledge or include all of the communication from myself with their employees, that clearly acknowledge the issues at hand. I believe this constitutes exception for a refund without a doubt. In addition, I purchased an SSL certificate, which I obviously did not use and I would like a refund for that as well. As it was their fault I am not able to use the SSL Certificate.

Desired Settlement: Full Refund of premium template and ssl certificate

Business Response: In reviewing this customer’s correspondence with the Design contact, we were able to confirm that the Paid Template was successfully installed in January. As stated in our Terms and Conditions, which a customer must agree to upon purchase, the Paid Template is not refundable once it has been installed. After installation, the customer requested assistance with various aspects of the template, and the Design contact replied and assisted each time, even when the request was actually outside of the scope for the type of support we normally offer for this product.

We definitely understand that not every customer will be a coding expert or designer and as such do offer the pre-designed Paid Templates. They are to serve as a template for the store, and while some parts can be edited, there are other parts that are hard-coded and do require some additional coding knowledge to modify. We apologize for any misunderstanding, but we do our best to make it very clear upfront as to the type of product that is being purchased, including its limitations. As stated on our Premium Templates page: 

How does it work?

Volusion's free and premium templates were designed with the intent of providing a less expensive and effortless way of getting a new, professionally designed template for your site. No communication will take place between the customer and the designer*. With our premium templates you pick your new look, and we put it in for you- plain and simple. We'll even load your current logo** into your new template- free of charge!
 

Why choose Volusion Ecommerce Templates?

No one knows our software better than we do, and our free and premium templates were designed for Volusion stores only. Avoid the extra fees, time and stress involved in bringing an outside template over. Choose a template that was designed for Volusion software by a Professional Volusion designer today!

All Volusion Templates are sold under a non-exclusive agreement and can be reproduced and redistributed multiple times by Volusion.

* If additional Design Services are required when purchasing a Volusion Template, you may speak with a Sales Representative at ***** ******** option 2 (US) or *************(UK).

** Your logo must be on a transparent background or you must provide the original layered files for your logo.

*** All ecommerce templates are fixed width unless otherwise noted. These templates do not stretch with the inner content. If you would like us to make a template variable width, please call Sales at ***** ******** for a custom quote.
 

As the template was installed, and additional assistance was provided even after installation, we are unable to issue compensation as requested. The customer has already issued a chargeback for this service, and we are currently working on that with our payment processor. As per our chargeback policy, once a chargeback is submitted, the monthly services are immediately shut down. This does not cut off communication with the customer, as they will always have usage of their online My Volusion area. 

We stand behind any decision to reach out to the customer and assist with an issue, especially if we are aware that the situation does not qualify for a refund. We must stress that it was only ever our intention to provide the Paid template, hosting services and SSL certificate, all of which were delivered in full at the time of installation and service activation.

3/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello, We were looking for eCommerce solutions as business, we found Volusion, we were trying it services under a Free account, a great person (manager) suggested us to pay a monthly fee to enjoy better services than going free. We decided to pay monthly for the Package "Plus". We received a discount for the first month, we paid $20, date: 02/27/2014, Order ID: *******. The solution was suppose to work with our own website, the requirements were to change the name servers and DNS of our domain so it would point to Volusion. We waited more than 7 days to get it connected, we lost MANY, MANY CUSTOMERS AND SALES DUE TO THIS DELAY. I, **** *****, used the chat support several times, the customer service was very bad, the assistant didn't know what I was talking about, in the end (the same person assisted me several days) the assistant opened a ticked on 3/3/2014, Ticket Number: ********* because she/he was not able to help me, he required us to wait for about 24 hours, I waited more than 2 days and no reply was given to the ticket. After this, I opened a ticket on 3/4/2014, ticket number: ********* and requested a refund including almost the same information I'm including here. An assistant told me that my order can't be refunded because once placed, they have my store in their hosting, and this is the most frustrating this to me because as a Web Developer, Business CEO and web designer I know that these companies have huge servers, great hosting to manage many accounts. It is not fair to say that my account used hosting drastically WHEN I DIDN'T EVEN USE THE SERVICE, I didn't add products to the store, I didn't make changes, why? Because I was waiting for it to be connected to my own website. That never happened. CHECK OUT THE WORST THING IN THIS STORY: after the final message saying that no refund will be issued the ticket was closed, this is just not fair, all business out there require the client to close the ticket, I WAS NOT ABLE TO CONTINUE WITH THE CONVERSATION. Regards, **** ***** CEO of **** **** ** ******** ****

Desired Settlement: I just want my refund of $20, as a business $20 is nothing but I just don't want to give $20 for nothing (this company just pissed me off), that's why I'm fighting against this terrible customer support, terrible service and terrible experience. If I don't get my refund, I would use my business attorney to escalate this claim to court.

Business Response: Upon reviewing this customer’s account, we were able to find that the third party service (CloudFlare) the
customer was attempting to use in conjunction with the Volusion software is one
that we cannot support and does not work with our software. As a result, there
were some issues with the CNAME record;  however, elimination of CloudFlare could
have resolved the problem so that the store and software would then begin
functioning normally once more. 

We received this customer’s order on 2/27, and it was processed and set up the same day. Four days later, on
3/3/14, after chatting with an online support representative, a ticket was opened to research the issue at hand. Our turnaround time for tickets is about
1-3 business days, as we do require time to fully investigate and troubleshoot. Upon finding that the problem was being caused by the CloudFlare service, we
notified the customer but did not receive another reply back. We did receive and respond to the compensation request, which explained that the service
purchased on prepaid billing terms was not based on usage but rather access to the software, and that would continue through the end of his prepaid
billing cycle. As such, the online cancellation form submitted would not take effect until 3/26/14. 

We sincerely apologize for any confusion or misunderstanding, but the fundamental reason Volusion plans are not long-term contract-based is so that there is flexibility for cancellation. We understand that customers may decide the software is not for them, so cancellation is possible with the end of any billing cycle. As the software will be accessible to the customer through the end of this prepaid cycle, we are unable to provide a refund as requested. Additionally, though a ticket will be in a “closed” state whenever a reply is sent, if a customer wishes to respond, they are definitely always able to, and that will open up the ticket once more.

Consumer Response: Complaint: *******

I am rejecting this response because of this: when did you tell me Cloudflare was the problem? NEVER!!! Am I magician to know Cloudflare was the problem?
Again, I request a refund because the support on chat and ticket was too bad, only because I submitted this claim with BBB you realized Cloudflare was the problem, you never told me that before. You never did a good research, you needed to have this claim on BBB to start working professionally.

Refund my $20, bad support, no service, you have a merchant account , me too, I know how it works just click issue a full refund and stop saying you can't refund.

Regards,

**** *****

Business Response: The customer was notified on 3/6/14 that his domain name setup utilized a 3rd-party hosting system which was effectively blocking our software from working normally. We did not receive a reply after this but can assure the customer that a reply was sent each time a chat was initiated and within the normal time frame for our troubleshooting tickets. We sincerely apologize for any frustration caused, but as the plan purchase was contingent upon agreement of the prepaid billing terms, we are unable to provide compensation as requested.

Consumer Response: COPY FROM TICKET:
Thank you for contacting Volusion! We're sorry for any frustration experienced. We're currently experiencing higher than usual volumes of contacts. 

Our team has investigated, and learned that this particular store and domain setup is using a 3rd party hosting system, and a unique CNAME record listing that is effectively blocking our system from working normally. 

The only steps we can suggest are our standard ones, listed here: http://support.volusion.com/article/dns-domain-name-system#Pointing%20a%20Subdomain 

If we can be of further assistance, please let us know! 

MY QUESTION:
WHERE IN ABOVE LINES DID YOU MENTION CLOUDFLARE, AM I A MAGICIAN TO KNOW THAT?
I know you said there was a proble with a 3rd party hosting system but you never told me Cloudflare, etc. etc. You explained the problem with Cloudflare right after the claim was placed here on BBB.org
Refund ASAP!

3/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello,I started an account at Volusion.com. I was unable to work on my site and sent them multiple emails to cancel the account.I opened a Case Ticket with the Subject Line: Close Account.I also wrote directly to the Sales Person to reiterate that I needed to close the account and to please help me make sure it was closed.They were charging me approx $100 per month, and I was not able to work on the site. At that time I asked them to please close the account and that I would plan to re-open/launch my site at a later date in the future.I received an email a year later, that they have been charging my account this entire time. It was very clear from my communications that I wanted to close the account and stated so.I believe they are claiming that I did not go thru a specific submission form, however, I did submit a "job" or "claim" via the form system, and I stated SPECIFICALLY: CLOSE ACCOUNT. I also sent that directly to the person who SOLD me the account.I called originally for the basic package: about $20 per month.- But was "convinced" by the sales person that the more deluxe package was much better suited to my type of store.- Which is fine, and I went up to about $100 per month. - I was unable to attend to the site or build it due to a health issue/not relevant except that I needed to make sure the account was closed. Because:A. I definitely was not going to be able to build it for several more monthsB. I wasn't going to be able to afford the site at that time.C. I didn't want to pay for a site, that I couldn't work on, whether or not i "could afford" it.In any case, I feel they ignored obvious communication from me, as the customer, and are trying to hold a YEAR'S worth of fees for a site I never worked on, but furthermore, communicated VERY CLEARLY AND OBVIOUSLY that the account should be closed.I have several emails and communications, etc with this message and correspondence.

Desired Settlement: I do not want a FULL refund.I intend to pay for the 1st 2-3 mos. However, after the date I sent emails, 1 directly to my sales person that I expressly wanted this closed, I want my $ back for that.If you're trying to hold me to your "form"A. I resubmitted that today .B. at the time i tried to close the account, the form didn't look like that. and I DID submit a ticket/request to close the account then.C. I think a responsible, conscientious sales person and company would want to do this.

Business Response: On 2/13/2013 we received a ticket from the customer explaining that she wished to close her account immediately, but could not find exactly where to cancel it. A reply was sent to her ticket the same day at 4:23PM which included the full, step-by-step cancellation instructions. The requirement of submitting an online cancellation form has been in place since prior to 2013. 

Because we did not receive the online cancellation form after instructions were sent, nor were we contacted about the monthly hosting fee which continued to be billed, we were unaware that cancellation was still desired. One reason we accept payment for hosting only via debit/credit card is so that the fee will post quickly to a customer’s online bank account. This way they are able to monitor it each month. 

Additionally, whenever a ticket receives a reply,  an automatic email is sent directly to the email address on file. The email states that the ticket has been updated and asks the customer to log in and review the update. Upon contacting Volusion in February 2014 once more via ticket, the customer supplied a copy of the email she received on 2/13/13.  We replied and explained that the response she received asked her to log in and review the ticket update. The update contained the full cancellation instructions. 

We truly apologize for any confusion, but because access was provided to the software for the entire life of the account, we are unable to provide compensation as request.

Consumer Response: Complaint: *******

I am rejecting this response because I think that you need to meet me in the middle somewhere on this.

1. I think you should offer some halfway mark in the name of good ethics.
You can see - in black and white what "your customer wanted"
You can see via your data that the website form system was never accessed, remained unused by me, and DID NOT cost your company any actual resources or people time.
You can also see, via my dated emails that i not only requested the account closed, I ALSO expressed confusion about your form.

2. I'm not talking about the ENTIRE time period that I was under contract.

3. I'm talking about the time period from the date when I asked to close the account.
 

I've had customers before, hundreds of them at one time. As a sales person and representative of a company overall, I would be sure that a simple request to "close my account" would be carried to the finish line. And if not, then a respectable refund or partial thereof.

Regards,
********* ******

Business Response: We sincerely apologize for any misunderstanding, but upon receiving this customer’s ticket regarding wanting to
cancel, we replied with the full cancellation instructions. As the required
form was not submitted on 3/3/14, we could not cancel the account prior. While
we definitely understand that perhaps the store was not used, there is a
significant amount of work and cost that goes into maintaining a customer’s
store on the Volusion servers. As such, the service offered is one of access and
not usage. Because access was provided to the software at the Gold level and
the store was maintained on the Volusion servers, we are unable to provide
compensation for the time prior to receiving the required online cancellation form.

Consumer Response: Complaint: *******

I am rejecting this response because I think it's a poor business response to a legitimate complaint and a reasonable resolution.


Regards,

********* ******

3/13/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have been checking out the Volusion ecommerce functionality for quite some time. I started looking at switching over from GoDaddy to Volusion in the summer months of 2013. I checked out the different free trials using many different email addresses and accounts and with time, I decided to sign up for Volusion at the end of December 2013. When I was on one of my free trials, I was asking questions about the different functions in the store. One of the questions I asked was about the link at the bottom of the home page on my store preview that said "Powered by Volusion". If a customer clicked on it, they would be redirected to the Volusion site. I didn't want this to be on my store's homepage because it makes it look unprofessional. I asked the representative about this link for one of my questions and I was told that once I moved from a free trial to a paid version of Volusion, you could contact somebody in the technical support team and they would remove the link for you. When the time came for me to pay for the Volusion store, I purchased one month of the Gold Package for an introductory price of only $100. This was supposed to get me an SSL, a dedicated account manager, priority support and product import/export (all things you couldn't get with the lesser packages). During this time I received 5 emails from Volusion: 1.) Welcome to the free trial 2.) Thank you for purchasing Volusion Gold 3.) Your store login info will be ready in 24-48 hours 4.) Here's your store login info 5.) Hi, I'm your dedicated account manager. The 5th email is the one I really took interest in. I tried contacting the account manager using the number and extension provided in the email 3 times. No answer. Then, I contacted technical support on the priority line. It took 22:43 to talk to somebody, yes I timed it. The technical support has barely done anything to help me. During the first month I downgraded my Gold package to a Bronze package because I wasn't paying extra just to be able to speak to someone on the phone. Usually any company will let you do that without a charge. 8 Days ago I spoke to someone through the live chat (seeing it's the only way you can really get ahold of anyone because they don't have enough phone reps) and they told me it would be $25/month to remove the branding! This was after I was specifically told by a sales rep that it would be removed when you upgraded to the paid version, all you had to do was contact support and have them take care of it for you. I cannot afford an extra $25 a month JUST to remove that link, but I shouldn't have to worry about that when I was told it would be removed. Then, I receive a response back from the billing department about my issue that there is nothing they can do that this is a charge that ALL merchants pay. All merchants may pay that charge, however I was the one that got told there wouldn't be one. I heard nothing about an extra MONTHLY fee for this and it wasn't shown anywhere when I signed up. I am not publishing my website with the Volusion name plastered all over it. If anything, they should be paying me to advertise on our website. It looks very unprofessional to have that at the bottom of our website. I haven't heard of ONE company on the whole WWW that doesn't take off the advertisement at the bottom of the page once you start paying for their services. I need to have them honor what I was told or they need to refund me for the money I've paid to them so far. I never would've signed up for Volusion if I would've known this. I haven't made a cent and don't plan to try with this company until my issue is resolved.

Desired Settlement: 1.) Take off the branding link at no extra charge like I was promised by their sales rep 2.) Refund me $170.00 of their "services" that have left me without any incoming revenue or a website and cancel out my account. I haven't made a dime and my project has lasted a lot longer than expected because they have such horrible customer support.

Business Response: We have reached out to the customer regarding the content of the phone conversations with our sales representative.  Although we were unable to find that any incorrect information was provided regarding removal of the Volusion link, we do realize that this has been a stressful situation for the customer, and for that we have waived the Volusion link removal fee. At this time the link has been removed, and the customer will not be billed for this service.

3/7/2014 Problems with Product/Service
2/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We began our relationship with Volusion after having extensive conversations with a Volusion Sales Representative who clearly stated both Verbally and by numerous emails that Volusion Provides a Hosting Platform that customers can have what they want and need. This is supposedly able to be accomplished by the Volusion Client ( us ) where the client does NOT need to have any internet coding abilities or experiences what so ever!!!! Once we began service with Volusion, the product, RE: the "premium template" had continuous programming errors in its base coding that caused the template to malfunction with very little customer added information. Problems range from the store not being able to have customizable drop down menus in the orders processing page that would allow for any specific type of store products to have more meaningful informaiton sent to our customers....meaning when a customer bought an item from our store, as the order was in process of being processed or in one case being canceled per our customers request due to the item being out of stock and back ordered.....as the "volusion system" generated the order "status" where there is a drop down box and we were able to select "backordered" however!!!! NOT only did the system generate and process the order it created an outbound email message to our store customer where the product had been "shipped" even after we had placed the "product status" to "backordered. Then: when our customer physically called into our customer service telephone line....requesting that we send him a "order canceled" receipt which is just good business we were NOT able to do anything more than to create a manual email using our Microsoft email client software sending our customer a standard typed message stating : YOUR order has been canceled. but we are NOT able to create any system generated confirmation as the Volusion template does noT have any way to set up our stores outbound messaging system that would make sense.....meaning: it needs to be able to have specific items set up within the stores information and out bound settings. another very big deal is: We can not migrate inventory into our Volusion hosted store due to the fact of we are both a drop shipper as well we have a large percentage of stocked inventory. When we tried to send the Volusion support team a service ticket after having a very long support chat with a Volusion Support technician....she / he suggested to create a support ticket which we gladly did. We attached all the information provided to us by our Distributor in order for us to have a direct "in bound " products feed to our Volusion hosted store.....again; we received back the support ticket reading: "we / volusion has no idea what you guys are attempting to do. In laymans terms....we had sent in the "settings" information provided to us by our Distributor in order for us to have the Distributors products directly inputted into our Volusion hosted store where it would give us additional products to sell. bottom LINE: Volusion shouts out in sales pitches: " YOU can have any store you want" " NO coding experience required / necessary" after more than 2 years of totally being fustrated: Volusion will NOT answer back any emails sent into its so called custome satisfaction / support administration department. oooopppps , forgot to mention.....approximately 3/4 of a year into our very poor experience with Volusion. Volusion changed its pricing Tier structure where our store had 15 store email accounts that went with the pricing plan we selected. Volusion redid its pricing levels and what is allowed with each level....Instead of "grandfathering" the 15 email accounts, Volusion cut the emails that were past what their new pricing tiers allowed. This was all done without any notices given to us. We found out because our stores email boxes stopped working., Each and nearly every time our own programming folks hit a road block in trying to implement some upgrades to our store as we're suppposedly able to do and something goes wrong with the voluson "premium " template we purchased, Volusions support deparment by support chat accuses our staff or programmers of making "custom coding errors " which they / Volusion is claiming that is causing the malfunctions. Occassionally, we get lucky and get one of Three Volusion support agents that actually cares about the customes and will look into the code of the template meaning the root files that we cannot effect any changes to anyway and will do what they call a "curtosy" fix.... WE have come to the point where we want Volusion to put its money where its mouth is and provide to us a "fully customizable template" that we can actually setup and use to create our "professionally operated " storefront.....at this time.....what i call our own storefront is a shell of what we want it to be and it can be as we've had a couple different outside programming firms take a peek to the ASP.net driven system and those firms have also clearly stated that Volusion is NOT providing what it sold to us!!!!!! we simply want the "fully customizable system promised!" thank you for at least reading this complaint l

Desired Settlement: Provide what was promised: a FULL customizable and fully functioning Template with the original 15 store emails allowed to our selected store level NO other offers will be accepted

Business Response: We are sorry that this merchant has experienced these frustrations.  Although the hosting service pricing structure and features are subject to change,  Volusion does not make modifications to customers' current plans unless the customer requests a plan change.  The customer must then agree to the change before the plan will be upgraded or downgraded.  If a customer chooses to leave their current plan, Volusion cannot guarantee that the exact same plan and features will be available to them in the future.
All Volusion stores have the same fully-customizable templates which have the same level of access as is given to third-party designers and programmers.
Merchants and their programmers may make coding changes through their password-protected administration area.  Any coding changes that a merchant chooses to make may impact the functionality of the website.  Volusion does not grant access to the root files internally or externally. 
 


2/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Volusion sells SSL certificates for Symantec, they sell the certificate in a one lump payment for the year. What they do not disclose is that they will keep your full payment even if you do not use it any for the full term. Common practice in the world of SSL Certificates is that you may cancel at anytime and get a prorated sum of the amount of time left. (Very similar to car insurance, if you cancel then they will refund your money because they are not providing the full service, so they refund you for the service portion not used) Symantec even instructed me that Volusion should give me my money back for the prorated term. Volusion refused to do so and therefore I lost over $300. There is no disclosure that Volusion sets which identifies the purchase of an Symantec SSL certificate through them as a final purchase, nor did I sign a contract or agreement stating that I would be in agreement to this type of practice. They are very sneaky in that they know that if you are buying their product through them, they can keep your money even after you have left their site and even when they are no longer providing the SSL certificate. Even when I called and emailed numerous times, it is impossible to speak to someone when you don't have a store number (only person you can speak to is the sales people which have no idea what I am talking about, and if I try to wait to be connected to a tech department or customer support, it just keeps asking me what my store number is, and then hangs up on you if you do not have one)

Desired Settlement: I would like to receive my money back for the remaining months. It's not fair that you sell a year service to then conspire to keep the full amount only after performing a portion of the services making money off a service which you truly do not end up providing.

Business Response: We apologize for any misunderstanding with regard to the SSL certificate Ms. ******* purchased. We certainly understand the importance of disclosing the fact that an item or product is nonrefundable, so that a customer has the opportunity to review this information prior to placing the order. The checkout process for an SSL includes a section wherein the following information is displayed:

___________________________________________________________________ 

Description:              

SSL Certificates are non-refundable.

Your SSL certificate will be registered with your account's billing information. Please be sure this information is correct, as it may not be modified once the certificate has been issued.

SSL certificates are required to protect sensitive information, such as credit card numbers and passwords. All e-commerce websites must have an SSL certificate.

Most certificates include a "Secure Seal" that you may display on your website.
_________________________________________________________________________________

If this information is missed, customers also have another opportunity to review SSL information disclosed in the Terms & Conditions, which must be agreed to before the customer places the order. As there is a significant amount of work that goes into receiving, processing, configuring, and installing an SSL, we do not provide refunds for this service. Ms. ******* was advised of the policy via a compensation request ticket, which was sent in October of 2013.

2/11/2014 Billing/Collection Issues
2/11/2014 Billing/Collection Issues
1/29/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Greetings, I have several complaints against this company: 1. I contacted this company about their two week free trial for an e-commerce template and they urged to go ahead and sign up for their promotional offer that was expiring the next day or so. It was a $25 promotion that gave me lots of other "freebies" 2. I also purchased a template for $595 because I liked the style and needed it to complement my business model 3. After I purchased the template, I straight away went to work at putting photos and text in there and it was impossible for me to use. I have used templates lots of time before for my website and although I am a designer I cannot use coding (HTML or CSS). I called and emailed problem after problem and expressed my frustration, concern and confusion. They then informed me that I needed to know basic coding and if not I'd have to hire someone outside or within their company (at thousands of dollars!) in order to use a template! I said, I wouldn't have spent $600 for something I could not use myself. If I knew coding I would have designed my own website and not spent money for their "faux" template. I emailed and called saying I wanted to cancel my subscription and I wanted my money back. I understood that they weren't going to credit me my $25 promo hosting fee because this was all within 3 weeks and even though the site was not live they failed to help me. THEN THEY charged my debit card $128 for some hosting fee which I contested while I saw the charge pending and they said they weren't crediting it because it was a future hosting fee! I had no site! Never did and it was never live! THEN they said they weren't refunding me the $595 for a product that did not work!!!!!!! I was infuriated! I was really kind and patient on the phone. I am certain there product is good FOR CODERS but I was MISLEAD because and average person (and I know designing) could in NO WAY use their product without coding.

Desired Settlement: At this point I want a COMPLETE refund: $25 promo fee $595 Modern Living Template fee $128.74 total: $748.74

Business Response: Ms. ***** contacted Volusion and was offered a promotion wherein the first month’s hosting would be at a lower rate. It is important to note that we would never charge a customer’s card or help them place their order without their complete and total agreement. Customers who call in will be made aware of any limited time promotion, as we understand how important it is for them to know of any and every option available. 

With regard to the Paid Template, we were able to review the call the customer had with the design services representative and can confirm that the issue regarding coding abilities was discussed. Ms. ***** spoke with the representative for about 25 minutes regarding various specific aspects of the Modern Living template. At the start of the call, she explained that her background was in graphic design and so she was definitely comfortable with editable templates. The representative then went over the various parts of the template that could be edited, and when Ms. ***** asked about font color specifically; the representative then explained that font color was hard coded. From this point in the conversation, the topic of coding arose, and Ms. ***** was asked if
any of her graphic design background also included coding?  She stated to the design representative that she knew enough to be able to figure out how to
change the font color and things like that. For the remainder of the call, if at any point coding was brought up, it was to advise that once the code was edited,
our support department could then assist with implementation. 

On 1/6/14 we received a ticket indicating that cancellation was desired along with a full refund, because the template was not user-friendly. An account manager replied on 1/7/14 and asked for more details. Once details were provided, on 1/8/14 a final reply was sent to Ms. ***** which included the instructions on canceling the account. Because we did not receive the required online cancellation form until 1/16/14, which was after the second billing cycle had begun, we could not have canceled the account before the second month’s hosting fee was due. 

We truly apologize for any misunderstanding regarding the services we offer. We were completely under the impression that the template purchased would be able to work for Ms. *****’s needs and coding knowledge, based on her conversation with the design services representative. Because our service is based on access rather than usage, we are unable to provide compensation as requested.

1/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I requested information to what needed to be done to lower the price of my plan by $4/mo. because Volusion had seemingly lowered their price for what appeared to be the same plan I was on. I even stated in my request that I was referring to lowering the pricing of the plan that I was on in my original request. 4 days later I was informed that a downgrade request was being processed without any contact back to me. I then clarified via the ticketing system, because that is the only way to communicate with their billing department, to make sure that I wasn't losing any functionality from my current plan. 2 days later I was informed by ******* in Billing that I would lose several elements of functionality from my existing plan and that my downgrade request had been processed. It was clear that I had concerns and even though I was questioning whether or not I would lose functionality she still downgraded my account to the new plan. I responded back to NOT downgrade me then, because I needed that functionality and the level of support provided on the plan I was on. I never got a response back and then 2 days later I had been moved to the lower priced plan and lost the functionality and support that I had previously. I immediately called Volusion to then find out that I could not talk to the billing department directly. There isn't even an IVR prompt for that department. When I hit the prompt to go to tech support I was then notified via the IVR that I only have online support with my new plan and that I would need to open a ticket online. I transferred to sales who then transferred me to tech support. Tech support would not transfer me to billing but rather contacted billing and relayed the message to me that because I had been moved off of a plan that was no longer available they could not add me back to that plan. I requested to speak to billing directly and was told that the only way to communicate with them is via the online ticketing system and that I could request a call back from them via that system. I immediately requested a call back from *******'s supervisor and for several days got no response and no call back. I finally opened a ticket with "support" rather than billing regarding the ticket that "billing" was not responding to. Billing finally responded with the following statement "...the Billing Department does not make outbound calls, nor do we have a phone queue. Unfortunately we are not able to switch back to plans that no longer currently exist…". I have been a loyal customer of Volusion's since the mid 2000's and have set up multiple stores for clients on their platform. I have touted their ecommerce platform as the best on the market. It appears they have lost sight of customer service, support and satisfaction and that they have gotten so big they no longer care about their customers, especially the little guy. I have emailed Clay Olivier, the CEO of Volusion, regarding this matter but have received no response to date. I am very frustrated with this experience. In order for me to now gain back the functionality I had for $19/mo. I will have to upgrade to the $35/mo. plan. I am trying to launch a new patent pending product that I invented as an individual inventor and every dollar counts in getting to market with it. It is frustrating that I even have to go to the extent of filing a complaint to get what should be considered standard customer service.

Desired Settlement: I need my plan put back on the "Steel" plan or equivalent for $19/mo. The plan I requested NOT be changed due to the loss in functionality and level of support. I don't care the name of the plan. I just need the functionality and support that I previously had for $19/mo. Whether that be putting me back on the "Steel" plan or putting me on an equivalent plan with a different name for the same price, either will suffice. I have clients that are still on the "Steel" plan so I know it still exists in their system.

Business Response: We received Mr. ********’s ticket on 1/2/13.  It stated the following: 

"I noticed that I am paying $19.00 per month on the plan that is now $15.00 per
month. What do I need to do to get my billing reduced to the $15.00 price? I
only have one product I will be selling so your assistance in making the
adjustment is greatly appreciated."

As he specifically requested for “assistance in making the adjustment”, we went ahead and processed his request on 1/6/14. Whenever a ticket is submitted, we do our best to process it as quickly as possible.  Due to the New Year holiday, there was a slight delay in processing his ticket, but as soon as we were able, we did process the downgrade he requested.  From the content of the ticket, it was clear to us that he was requesting an action to take place rather than just requesting information. 

Once his request had been processed, he then asked for more information regarding the differences between each plan. Please note that all the information for a customer’s current plan is visible in their My Volusion area, and all the features of our new plans are visible on the Volusion website. At the time his initial ticket was received, we could not have known that Mr. ******** had not yet researched the plan differences, as he was simply asking for a downgrade to take place. Unfortunately, once a customer decides to downgrade from a grandfathered plan, we are unable to return them back to the old plan.

We truly apologize for any misunderstanding regarding assistance which was requested for making the plan adjustment. We would never have taken any action if it was not clear that it was desired. We understand that this has been a frustrating experience and for that can offer, as a one-time courtesy, one of the following options: 

Apply a 25% discount to the next three billing cycles if Mr. ******** wishes to stay on the Mini plan,

or if he would like to upgrade to Plus, we could charge him at the old Steel rate for a period of 3 cycles.

1/21/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 4 months ago I tried to cancel my Volusion account. I filled out the proper form to do so and thought that everything was cancelled because it took me to the next page. As I was doing my end of year accounting I realized that we had been getting charged since the time I had cancelled. I called Volusion explaining the situation and the gentlemen had informed me that their system wasn't reflecting that I had cancelled. I went through the cancellation process again and would've had the same issue if the representative on the phone hadn't told me that I must fill out the additional "optional" survey and head to the next page where a cancellation notice comes up with a final confirmation number. I asked for a refund for the months that I wasn't using the system - and we weren't because I thought we had cancelled. They have ways to verify this. They said that they incurred costs for the previous three months on the hosting and that do not refund months prior. Their excuse of the fact that they had costs associated with my account is complete bull. There was NOTHING stored on their servers. Nothing. There wasn't a website built on the account that they wouldn't refund.

Desired Settlement: I want my credit card refunded for the amount $278.70 refunded. This goes back to the date when we stopped using the account and thought we had cancelled. Their server logs can verify in full that we were not using the service. This seems pretty standard.

Business Response: In reviewing this account we were unable to find that the required online cancellation form was submitted prior to 1/7/2014. The cancellation process we have in place is meant as a security feature so that a third party is not able to cancel the account without the owner’s authorization. The cancellation process requires a customer to log into their My Volusion area and then navigate to their “Manage Plans/orders” section. From there they will click on the link which states: 

"For details on putting your store on hold or canceling, click here."

The “here” is a link that takes them to the actual cancellation page. From there they simply follow the prompts to cancel as detailed by the screenshots attached. As can be seen by the final page of the cancellation process, there is never any indication that the optional survey must be filled out in order to cancel; rather it appears as an option after the cancellation form has been successfully submitted. 

We apologize for any confusion or misunderstanding regarding how to cancel, but because we did not receive the form prior to 1/7/14 we could not have canceled the site prior. As the service Volusion provides is access to the shopping cart software and not actual usage, we have collected the fees for the services rendered in full.

It’s important to note that part of the reason we accept only credit/debit cards for the monthly hosting fee is so that customers are always able to see the charges as soon as they post to their online banking account. As soon as Mr. ****** reached out regarding the charges we were able to walk him through submitting the online cancellation. No further billing will be had for hosting fees on this account.

Consumer Response: Complaint: *******

I am rejecting this response because: That is quite possibly the weakest excuse that I've heard...possibly ever.

 
You have apparently a two page process. The first time I went through the first page for cancellation and thought that I was done. The second page looks as if it is a exit survey not a requirement for cancellation.
 
The reason you don't have a cancellation is because, like I said in my original complaint, that I thought I had cancelled on the first page. Upon realizing that I had not cancelled and seeing that you were still charging my account - I promptly called your customer service representative. I assumed that it would be no issue to get a refund as we hadn't used the account since we originally thought we had cancelled.
 
In fact, if I hadn't been speaking to a customer service representative during my second attempt to cancel I would have again skipped over the second page BECAUSE your cancellation process is so confusing.
 
I understand you not refunding my money if I was actually using the account during the time in question. It is crystal clear that I WAS NOT using the account during the time in question.
 
Just refund the money and do the right thing.
 
I'm not trying to screw you out of money, it was an honest mistake based on your confusing cancellation process. You inquired no additional costs during the time period in question because I was not using the service or taking up any space on your server. Refund the money. If this BBB complaint doesn't work the next place I'm going is to the Attorney General's office to file a complaint.
 
I've got the time and the fact that you've put me through the ringer for something so simple has really made me super determined to do whatever I have to within my power to make sure your company does the right thing. Just refund the money please and we can all go back to solving much more important problems.

Regards,

******** ******

Business Response: We apologize for any confusion over the cancellation process.  It is important to note that the page titled as “Step 2” also advises of the required information through the use of red asterisks, along with the button which states “Cancel and Delete My store”.
Because we did not hear from Mr. ****** regarding any issues prior to 1/17/14, we could not have known there was a problem with the monthly charge,
and as a result, the service continued. As our services are based on access rather than usage, even if the store was never used, access has been provided to
the software from the time the account was initially set up. All monthly invoices are available in each customer's My Volusion area along with the debits that appear each month in the customer’s bank record. As access was provided to the Volusion shopping cart software, we are unable to provide a refund as requested.

 

Consumer Response: Complaint: *******

I am rejecting this response because:

You are legally required to send me a copy of the receipt or notification of purchase via the method requested. Being that I received no mail receipt or email notification/receipt your company was negligent in providing your duties to notify our company of ongoing payments.

Simply providing access to receipts is not enough to meet the requirements of even your own state for monthly recurring payments. You must issue a receipt or payment notification each time the payment is handled.

There was none of this - ever. Which again, is why I failed to recognize the issue until I contacted your company earlier this month.

Refund the charges.

Regards,

******** ******

1/3/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Misleading sales practices - templates that don't work- won't honor trial period-unilateral contract not legal

Desired Settlement: Refund 250.00 for services that were never rendered

Business Response: We are sorry that this customer had a negative experience with Volusion's software.  His website was canceled in November.  It should be noted that the customer signed up for the paid version of the software, not for the Free Trial.  The 14-Day Free Trial is a limited version of the software, and sign-up for the trial version does not require the customer to input any credit card information.  When a customer signs up for one of our paid hosting plans, the customer must input his credit card information and agree to the Terms and Conditions, which specify the payment and billing policies.  This customer signed up for a paid service, and therefore agreed to the billing and to the Terms and Conditions.  However, the account was canceled after the first month's charge, and the customer has not been charged since.

Consumer Response: Complaint: *******

I am rejecting this response because:the company used bait and switch tactics and the easy to use templates were in a foreign language. The company is a web hosting company and they never hosted my site. 

Regards,

**** ****

Business Response: Because access to the Volusion software, along with hosting the site on the Volusion servers, is the service we offer, and it was provided in full for the entire time for which it was prepaid, we are unable to offer any compensation. We must clarify that hosting fees are not based on when a customer's site goes live, but on when a store order is processed and the store itself begins to be hosted on the Volusion servers. Additionally, we did receive this customer’s chargeback in the amount of $150 for the Paid Template and will continue working with our payment processor to provide them any necessary information they have requested. We truly apologize for any misunderstanding or frustration that has resulted.

12/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They failed to give me an online storefront with merchant credit card service. Their merchant services was never operational and they started billing us. When I asked for help from customer service, I got attitude and no answer. I cancelled service immediately and their response was sorry no refunds. They started billing my MasterCard and the bank account set up for deposits from credit card processing which over drafted.

Desired Settlement: refund to my bank is 61.77 and 116.83 to mastercard

Business Response: The merchant applied for a merchant account in October. He signed the merchant services contract and provided a voided check, so that funds from sales could be deposited into his bank account.  Fees for services would also be debited from the same bank account.  As the merchant signed the contract, thereby agreeing to the terms and conditions and the fees listed on page 2 of the contract, an approval email was sent to the merchant on 10/29/2013.  The approval email advised that the merchant had been approved and that an account had been set up.  The email also stated that he would receive a separate email from Authorize.net and would need to activate the payment gateway and integrate it with his store in order to process credit cards.  The fees for the
service begin accruing once the account is approved, since the ability to process credit cards is given at that time.  We are happy to send the merchant a copy
of the contract which lists the fees and terms, if the merchant did not retain the original copy for his records. 

The hosting fees pertain to the ability to access the shopping cart software and to reserve a spot for the store on the Volusion servers. Because it is a service based on access rather than usage, the service for which Mr.  ******* paid the hosting fee has been rendered in full up to this point. Additionally, as SSL certificates are a nonrefundable service, and the work was completed to install it successfully, we are unable to provide a refund as requested. Should Mr. ******* decide to cancel, however, he can definitely request to take the SSL with him for use on another hosting platform. 

We truly wish to assist Mr. ******* in terms of any issues he may be experiencing with the gateway, and if he would like to submit a trouble ticket we can see that it is expedited and escalated. If he would like to cancel his account instead, cancellation instructions have been sent via ticket today, and the following URL must be used in order to cancel: https://my.volusion.com/customercare.aspx

12/12/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: There are two aspects of this problem. First, Volusion advertises on Google with advertisements that closely resemble their competitors. For example, I was trying to purchase a merchant account from either * ******** **** or ******* ***. Volusion is ranked one on Google for both of these names, although there is a very minor difference. This is done to trick people like me into purchasing Volusion's shopping cart. As result, I mistakenly purchased Volusion's shopping cart (thinking I was purchasing ******* ***. Second, when I explained the situation to Volusion, they said they never issue refunds! I paid $94 and when I determined that this was NOT the company I though I was dealing with (the same day), I requested a refund. They told me that they do not issue refunds. In summary, this firm is making a lot of money from people like me that were totally fooled by their deceptive advertising. On top of that, they are accredited by the BBB! I don't understand why.

Desired Settlement: Obviously, I am looking for a refund, which is entirely fair, given the situation I explained above. I had no intention of dealing with Volusion. In fact, their shopping cart is not compatible with the website and software I use, so I could not use it even if I wanted to. I would appreciate your help. I will not starve if I don't get this refund, but I am sure many others are also being cheated out of their $94 deposit. This is not right.

Business Response: We sincerely apologize for any misunderstanding in terms of what *** ******** purchased when he signed up for the Volusion service. It has never been our intention to trick any customer into thinking they were purchasing anything other than a Volusion product. Our website is designed specifically to advertise that all products sold are strictly part of the services we offer. Additionally, each page, to include the checkout page, displays the Volusion logo and URL. The receipt a customer receives also has Volusion information, as it pertains to the product or monthly service purchased. 

It’s important to note that the service Volusion provides is access to the shopping cart software along with reserving a spot for the store on the Volusion servers. The monthly fee is not contingent upon whether or not the site is utilized, worked on, or ever made live. As long as access is provided to the software and the site is hosted and maintained on the Volusion servers, the hosting fees are applied. Though we truly apologize for the fact that *** ******** may have accidentally purchased a service he found he would not need, the fundamental reason we do not have long term contracts in place, is so that cancellation is possible with the end of any given prepaid billing cycle. 

Cancellation instructions were sent via reply to his ticket on 11/25/13, but we have not yet received the required online cancellation. Though we are unable to issue compensation as requested, we do require that the cancellation form be submitted in order to cancel the account. *** ******** must submit the form at his earliest convenience, so that the account is properly canceled and no further billing is had. 

Cancellation Link: 

To cancel your store, please visit http://my.volusion.com/customercare.aspx
and follow the instructions provided.

11/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I create an account with www.Volusion.com and I was excited to use their products and services to create a web store (commerce) thinking it would be simple and didn't have to be involved with the CSS coding that goes into creating a web site. I found out that I had to go into the CSS coding to fix the editing I made to the free templates provide. So I quickly request a refund on the same day I created the account. I was told to submit a ticket on their website and I did so. Later on it show that an agent m respond to the ticket that they had to forward it to an account manager who will handled the cancelation. An account manger respond to the ticket on October 26, 2013. In the ticket show they reply but didn't provide any confirmation that they are processing my cancelation and how long it would take for a refund to credit back to me.

Business Response: We are very sorry that the customer was not satisfied with the service.  Although it is specified in Volusion's Terms and Conditions that refunds are not issued once the service has been delivered, our Billing Team has agreed to issue a credit to the customer as a one-time courtesy. Please note, it may take 2-3 business days for the credit to post to the customer’s account.

11/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We contacted Volusion some time around 12th of September 2013 after researching many website companies to build our Fundraising/Registry website. We talked to a design representative (*** *******) and explained what we required and sent him samples of similar sites. He told us they would be able to help us build a site and this would fall under their custom design because of the special functionality of required. He called us back with an account person (Al) who helped answer our questions regarding what we wanted etc and they were very helpful and even answered some questions we had regarding some bad customer reviews we had read. They assured us these were customers who had not opted to pay for the proper monthly hosting service and expected Volusion to be available to assist them without paying for the service. We also asked about them about a refund if we were not happy with the functionality of the site and they assured us that they would refund us our money in that event. After much discussion my husband and myself felt satisfied to sign up with them and pay, and before proceeding my husband asked them the same questions again just to make sure we were on the same page. They also assured us that our conversations were ALL recorded and there was no problem. We paid on 9/17/13, I had a problem with the card I was using for payment as the Volusion guys were actually helping us do the process and we had to stop towards the end of the process to call our bank and authorize the total amount of the invoice which came up to $5490.00 (this included $204.00 for the SSL Certificate and one months - "Gold" hosting). Our payment eventually went through at 6.45 pm and I was able to call Volusion team as they were still there and confirm that our payment had gone through. They were extremely helpful and kind to us and a couple days later we received a questionnaire to complete, regarding the design set up. colors etc. We chatted with ******** *** ****** ******* and they sent us an initial proof which showed us a basic layout of the home page, colors a few button etc. It had Lorem Ipsum content as it was just to show us an idea of colors and layout. We made an appointment to speak to the guys on the development side (***** ******) to discuss the functionality. They did not seem to think the function we required of funds being collected through the website through our Payment Gateway was possible which immediately changed everything. On the 30th we sent them an email to say we were anxious and needed further clarification. We sent them another email and I made a phone call and left our initial contact a message. He called me and said that they were trying to reach me and needed my contact number (which was strange as they always had it and had called us several times previously) he said that they were trying to find a solution around the problem. My husband was away in Chicago for a few days and after we discussed and figured out that Volusion would not be able to make the website function as we had initially agreed I called them on the 2nd of October to cancel. I felt it was better to do this at the beginning rather than let them work on the site and discover that we had paid all our money for a site that cannot function. I was very clear to explain that I had no hard feelings with them and we needed to find someone who could help us as we had clients who had wanted to use the website for their wedding registry in November and December. I received an email saying someone would contact me to assist with the cancellation. I was contacted, but the individual (***** ******) was very stern and kept telling me he was sorry they could not help us - I told him it was fine and that I had referred two clients to them as we had no doubt that their work was good. He was not chatty and proceeded to tell me what to do to close my account. We received the notification of cancellation on the 3rd of October and were sent tickets which we had to close within a period of two weeks. On the 8th my husband Vic, sent them an inquiry as to when we would receive our refund. We got an email from the same gentleman who helped close the account telling us that this was to do with billing department and he wasn't even sure if we would get any refund. We were devastated, and asked exactly what he meant by that since we cancelled due to them not being able to confirm that the website can function as we had agreed after paying them. We got a response from our initial contact telling us of course we would get our full refund - and indicating that his colleague had not been clear and correct in his email response to us. We waited to hear from them and inquired again around the 10th. We were again told that they could not help us and we needed to contact billing on extension 1 or by email and wait for their response. When you contact this extension it takes you to technical department who will also tell you they cannot help. My husband sent them an email and they replied saying that they would only refund us $4501.76 as the balance went towards a years hosting and they do not refund the hosting amount. I called the "billing department' Technical department and broke down to a gentleman asking if he could put me through to billing as they were refusing to refund us all our money and I explained to him what had happened. He listened and said he could not get involved but he would do me a favor and help me log into the ticket so I could write to billing and state my case. I thanked him and I sent billing a pleading letter stating that the hosting amount we paid was only $125 and the rest was for design I also told them that they did not say they would keep approximately 20% of our funds if they could not deliver what we had agreed upon. I told them this was excessive and we were willing to give them something but NOT close to $1000. I never did receive a response from them. We sent another email, and on the 15th I called technical department again to protest hoping to get someone who would be willing to help me resolve this matter in a just and fair way, but alas I realized that as they are all employed by Volusion no one would dare stand up and admit that what they were doing was unfair and fraudulent, as the person asked me to forward him all the correspondence and after half an hour to 45 minutes with him on the phone he came back and told me the money they were keeping was for design and proofs and templates. I have these sent to us through email and they are not $987 dollars worth. No one will look at them and say they are worth more than 100 dollars. There is no content, our name is wrong and its all in Lorem Ipsum. Let alone that they seem to be scrambling to justify keeping our money. On the 17th we received in our bank account a refund of $4501 dollars and have not heard from anyone since. We have sent a couple other emails, and got a call from a feedback representative to determine what they can do to improve their services since they realized we had canceled our account. We had to make an appointment as he was not available before the 21st. We explained to him what had happened and he said he was not aware of anything regarding refusal to refund us our entire amount of $5490. He promised to look into it and replied the following day giving us a breakdown of the fees for the proof done for us to the tune of almost $987.76. The conclusion is we will not get direct help from Volusion regarding our money, we have tried hard to reason with them - we are disappointed and need them to take accountability for how they have treated us. We absolutely cannot gift Volusion with $987.76 and demand we be made whole for being misled by this organization.

Desired Settlement: Volusion has the responsibility to refund us our entire amount, as we believe that from the onset we were misled by the sales department, assuring us that building a gifting/registry website was not a problem, only to have paid $5490.00 to then after the fact have their account representative inform us what we were requesting is not possible through the Volusion platform. To date they have refunded us $4502.24 we insist based on being misled that this company must refund us the balance of $987.76 and apologize for the bate and switch maneuver as a means of generating income for their business.

Business Response: In reviewing the calls and
correspondence linked to this account, we were unable to find any instance where
this customer was misled in terms of the capabilities of the Volusion software.
During the conversations had with both *** *. and ** *., the customer made it
very clear that the website was to be a fundraising gift registry, wherein a
person would visit the site, become a member, and donate funds to a certain
couple or person through the site. At this point, it was explained that the only
way the Volusion software could make this work is by setting it up to where a
member would donate the funds to the couple by having those funds go to our
customer’s bank account, and then our customer would need to distribute the
money via money order, check, etc. to the rightful party. Essentially our
customer would need to be the “middle-man” between the member donating funds
and the member receiving them. Prior to purchasing these details were discussed
and agreed to. Also prior to purchasing the customer did also state that
because the purchase was substantial they wanted to make sure the software
would be able to do what they needed. They were assured that if the Volusion
product was not able to do what the sales representatives had stated it could
do, they would be entitled to a refund. This statement was made as a measure of
good faith and to show that what had been discussed, was true and accurate.

After the purchase was made, the the online site but unfortunately, it
is not a feature that can be successfully incorporated with our software.
Because we do not support this service, had it been advised prior to purchasing
that they would be planning on using WePay, the customer would have been told
from the start that it would not work. Fr
customer did get in contact with their Account Manager and it was at this point
that a new request was brought to light: The customer advised that they wished
to incorporate a third party service, www.wepay.com.
WePay is a service that assists small businesses with invoicing, charging
credit cards, and accepting payments toom the initial call, to the call
wherein the purchase was made, every discussion regarding payment and
transferring funds was based on the advice provided from our Sales Department which
clearly explained that the funds would need to go to the customer and the
customer would then need to distribute them via money order, or check to the
rightful party. At no point prior to purchased did the customer disclose their
desire to use WePay and so we could not have predicted they would choose to use
that service.

 

We truly apologize for any
misunderstanding in terms of the software’s capabilities. Because work had
begun on the design portion of the site we were unable to issue a full refund of
that purchase. As stated in our Terms and Conditions, which were agreed to upon
purchase:

 

25. Additional Service Specific
Terms:

 

Design and Development:

 
“While the sale of Volusion
Services are final and without a right to refund, we understand that Design
Services require a longer involvement and circumstances may change. In order to
provide flexibility to You, Volusion allows the following refunds for Custom Design Services only:
If after the initial consultation with the Design Service team, Customer no
longer wishes to purchase the design package, Customer may notify Volusion
within one (1) business day to obtain a full refund. Once the Design Services team has begun work on
the project, full refunds are no longer available. A partial, pro-rated refund
may be obtained within thirty (30) days after the first Customer input is
required for the specified Service. Such refund will be pro-rated to compensate
Volusion for any expenditure in time, money or other resources already spent on
the partial provision of the Services. No refunds will be issued for Premium
Templates once they are installed on the customer store.”
 
Again, we sincerely apologize for any frustration caused, as it was never our intention to mislead this
customer in any way. Furthermore, we stand by our statement that the software
is capable of providing the functionality discussed prior to purchase. At this
time, the account has been successfully canceled, and no further charges will be
had for hosting.

Business Response: The customer is correct in advising that the functionality of the software was discussed in the general terms they have stated: 

“Our conversation was that the site was to be able to
receive payment for membership through a merchant service either our bank or
another gateway.  We also said that we were looking at being able to find
a way to receive the donations online and wanted to be able to incorporate this
in the future. “

This information is accurate, and we can confirm once more that our software can perform this service. All of our customers use the shopping cart software by incorporating either their own merchant services provider or the in-house one we provide, along with any of the gateways we can work with. Unfortunately, WePay, simply isn’t one of these, and had our sales representatives been informed that WePay was the gateway the customer would be using, the customer would have been informed that it could not work.  From the conversations recorded, it appears that WePay was decided upon after the Volusion purchase was made, which is why --- while we definitely understand how unfortunate this situation is --- we must stress again that our sales representatives never misled the customer in any way.
 
We are unable to provide a full refund, because the design work had begun. As a significant amount of work did go into the initial stages of the design which included the phone consultation and the first proof, a full refund was no longer available. In addition to this, we were also unable to provide compensation for the first month of hosting, as this was a prepaid service which was rendered in full until the last day of the paid billing cycle. Again, we do apologize for any frustration caused, but we cannot provide compensation beyond the 82% which has already been refunded.

 

Consumer Response: Complaint: *******

I am rejecting this response because: We pay was the other gateway we found.  Although Volusion said they would have a solution and another way round to resolve the problem, no one ever came up with something and it was obvious from the fact that I kept being told that someone had tried to contact us when no one had - there was no solution.  The funds being kept were initially said to be for a years hosting.  When we protested they became design fees, the one page with a sample layout does not justify the 50% fees being explained.  There is hardly any content on this one proof, considering how much work and number of pages were agreed upon.  We feel the monies being kept are to punish us for cancelling because they dropped the ball. 

Regards,

***** ******

11/6/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Volusion advertises and sells services knowing these services do NOT work-- practicing FRAUD. I paid $125 for a Gold Plan upgrade to specifically use their Amazon and eBay interfaces. Both interfaces do NOT work. After 1 month of their Help Desk wasting my time (40+ hours) testing different recommendations, their technical support eventually confessed they have known defects. The eBay interface is defective and Volusion was unable to load a single one of my products in Amazon. Further, Volusion intensionally delays and extends a cancellation notice to “steal” another month of billing when their services are not being used. I have printed ALL the trouble tickets (in detail) that support my complaint. It took 40 hours to rebuild my web site elsewhere; time and money damages due to Volusion intentionally misrepresenting their services. I want a full refund plus damages. Volusion intentionally misrepresented their services hurting my business.

Desired Settlement: Refund all fees paid to Volusion approx. $500 plus damages $2,500; $3,000 TOTAL DAMAGES.

Business Response: Volusion has never advertised that the ecommerce product we offer is protected from any or all potential bugs
and issues. Though our IT and Development Departments do their best to work out
any bugs or issues, inevitably, as with any ecommerce solution there may come a
time when further troubleshooting is necessary to address and fix these. It’s
important to note however that the monthly hosting fee for Gold, or any other
plan, is not based on only 1 or 2 features that may come with that plan, but
for all the features collectively included. Though our Terms and Conditions
state that compensation is not available for issues outside of network downtime, we do understand the
frustration caused and for that have issued a full refund of the charge made
for the Gold plan. A credit of $178.44 has been provided back the card on file
and will post within 3-5 business days.

We are unable to provide compensation for the time the site has been successfully hosted and maintained
on Volusion servers or access has been provided to any other plan outside of
the Gold. As the customer submitted their cancellation request after the start
of the current billing cycle, and our plans are prepaid, the account will
remain open for the rest of the already paid for billing period. No further
charges will be had for hosting services.

Business Response: The $61.55 & $99 charges in question are related to a Volusion Merchant Account, which is a separate service from hosting. Specifically $61.55 is for the last month the customer had this service active, and $99 is an early termination fee. 

For Merchant Accounts, customers are required to sign an agreement. On page 2 of the agreement, we list the fees
for the service, and merchants are required to electronically sign the bottom of that page agreeing to the fees, debits to the bank account, and the terms and
conditions. The terms and conditions advise of the three year term and the $99 early termination fee. Customers are advised in the agreement that if they do
not agree with the fees or terms and conditions, they should not proceed with signing the contract. Since we received a signature with agreement, the account
was approved, fees were assessed, and the terms apply.

Though many merchant services providers will charge a start-up fee or an application fee (or both) to cover the considerable labor by hourly employees involved in enrolling, reviewing, and underwriting each account, Volusion has no such fee because we do not want to charge customers who are rejected because of credit considerations. Since we undertake the same labor as other companies, however, we charge a $99 termination fee for accounts that do not process with us long-term. Both the 3-year term and the fee are disclosed in section #13, "Term and Termination," of the agreement.

Consumer Response: Complaint: *******

I am rejecting this response because:

Volusion does not disclose in their contract their defective services.  Further, the technical support team takes weeks and months with delay tactics on trouble tickets the company knows to be actual software defects.

With regards to the billing-- the last month was dragged out by Volusion to recognize another month of revenue when in fact your services were not being used at all. Instead of immediately responding to the termination request, Volusion sends emails after several days to intentionally delay the termination for the recognition of more revenue.

I can see by the many complaints filed by other customers with the BBB and on several complaint web sites that Volusion operates unethically.

I'm done with this back and forth-- my offer stands as before-- I will accept $239.99 ($178.44 plus the $61.55 deducted on 11/4 and any additional funds being deducted that I am unaware of to date) AND no additional billing of any kind.  

If you are unwilling to refund the requested amount-- say so.  Upon your refusal, I will file a legal action in Florida for full damages ($5,000).  I have already filled out the necessary court paperwork to file-- I just need to submit them. 
 
BE AWARE, ********** ***** is a nonprofit company operated by an 11-year old girl that contributes 20% of profits to the *** **** ********** ******** (visit the About Us page on our website ***********************).  A lawsuit stands to significantly hurt the Volusion brand-- taking money unethically from a young girl to line your pockets, hurting ********** ***** financially from helping very sick children.  DO YOU REALLY WANT TO SEE THAT HEADLINE IN THE NEWS AND FLOATING THE INTERNET?  Imagine the possibilities-- "Girl files suit against Volusion to help sick children".
    
I await your response to determine my next steps.

Regards,

***** *****

11/5/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Volusion sells hosting and merchant (credit card processing) services for online websites. We sold our website to someone in July 2013, and worked with Volusion to transfer the accounts. I was emailed a list of instructions for transferring ownership of the website, which I followed. We then moved locations. I recently received a bill forwarded to my new address which indicated that Volusion had continued to charge me $61.77 per month for merchant account services. When I called to complain, I was told that only the hosting account, and not the merchant account, had been cancelled. I was further told to submit a "ticket" to request a refund. I did so, and was then told that the form I completed was for hosting only. Moreover, I was told that they warn people of the need to cancel the accounts separately *when they place the order for the merchant account*, and therefore, they would not issue a refund. This was followed by a notice that they would charge me a $100 early termination fee for cancelling the merchant services prior to the end of the three year contract. First, I have no recollection of ever being told during the transfer of ownership process that the merchant and hosting accounts were being treated separately and that I would need to cancel them separately. Second, a small print warning at the time of purchase is insufficient notice, especially when I had repeated contact with Volusion representatives during the transfer process and was given no further warning. Moreover, the transfer form I filled out, which I do have a copy of, is a transfer of ownership form, and does not distinguish between hosting and merchant accounts. There was no reason to believe that this transfer would not include both merchant and hosting services. Third, Volusion claims that these charges are necessary to cover their costs of providing service. However, the merchant account was not linked to any functional website, and no costs could possibly have accrued. Finally, the website was transferred to a new owner, who signed up with Volusion for hosting and merchant services. They received new contracts for the exact services they were providing us, and have the gall to charge me early termination fees. The only thing that changed from their perspective was the name on the account and who was being billed. But because they refuse to transfer accounts, and require sellers to cancel and buyers to purchase new, they forced me to either not sell my website or terminate the Volusion account early. They do this knowing the turnover rate of online businesses and recognizing that they can probably make more money on hidden fees and fines than on providing decent service.

Desired Settlement: Refund merchant account fees of $61.77/month * four months (July, August, September, October), and cancel (or refund) the termination fee of $100 for a total of $347.08.

Business Response: In reviewing the account, we see that while advisement was given in a ticket from our Support team that the merchant account cannot be transferred, the merchant was not advised as to the method for canceling the Volusion merchant account.  While the
contract our merchants are required to sign for merchant services advises that a
written request is required to cancel the service, we certainly understand the
merchant’s frustration in not being advised by our Support team that it is
required to cancel the merchant account separately.  While we are unable
to offer to waive the $99 early termination fee, as the account is being
canceled before the three year term has ended, we will subtract this from the
$185.31 that the merchant’s bank account has been debited since the hosting
account was transferred.  A request has been submitted to Global Payments,
the payment processor, to credit $86.31 to the bank account.  Once we have
confirmation that the credit has been issued, we will reply to the merchant’s
cancellation ticket with notification.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and while the response is not what I hoped for, it is better than the alternative and have little choice but to accept it and move on. 

Regards,

**** ******

10/28/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: ******** charged me over $440.00 in fees for a transaction from a stolen credit used on my online store. It was the first transaction I had on my site, but I still caught it immediately. I tried to void the transaction,their software would not let me and I ended up capturing it. I contacted Authorize.net and initiated a refund. Because it was fraud, Authorize.net did not charge any transaction fees. ******** charged me both for the transaction and refund, plus deferred all transactions to their bank account for one month. They held the original transaction for one week before releasing it.

Desired Settlement: Refund $440.00 of the $475.01 debited on 10/02/13.

Business Response: The merchant account provides the ability to process credit cards.  ******** does not
advertise or provide a service where we confirm orders are legitimate before
processing.  Per the contract the merchant signed, if the merchant
processes credit cards, the processing fees are assessed, whether it’s a sale
or refund, as all of the companies involved with the processing of the credit
card are charged.  We are unable to offer this service free of charge. 
We are happy to send the merchant a copy of the signed contract that lists the
fees for the service and this merchant’s agreement to those fees.

In reviewing the order this merchant is referring to, the merchant tried to void the
transaction after it had already settled in the gateway.  Transactions can
only be voided the day it was captured.  The merchant captured the order
on 09/02/2013 and then attempted to void the order on 09/03/2013.  In
order to void the transaction, the merchant would have had to void the order on
09/02/2013.  This is advised in our knowledge base here: http://support.volusion.com/article/refunding-order

 Since the merchant waited too long to be able to void, he was required to issue a credit.  Since a
credit is a form of credit card processing, the transaction fees were applied.  We are unable to offer the credit card processing service free
of charge.  We will not be offering a refund on the processing fees that were assessed.

 

10/21/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: WE thought that they were honest but we realized that they are not what they say at all. We asked for a refund on Tuesady Oct. 15th 2013 & we still have not heard back from the billing department. They are not to be trusted at all.

Business Response: In reviewing this customer’s account, we were unable to find any notification regarding issues or
concerns they may have. We have replied to their compensation request ticket, asking for further information in an effort to pinpoint and assist with any problems. Though we are unable to refund the prepayment of $10 for the first month’s billing cycle, we have also provided cancellation instructions which, when
followed, will ensure they are not billed any further hosting fees.

Consumer Response: Complaint: *******

I am rejecting this response because: I know that they refund me back the money they are lying & DIHONEST IN THEIR business practice.

Regards,

Yitz Lewis

10/21/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In January 2010, we contacted Volusion because we were developing an e-commerce store for our new small business. We spoke to Volusion sales rep **** ****** who explained that we needed certain products to create our store’s backend. Consequently, we purchased a 1-year SSL certificate and some other service (Steel package??) and continued our development process. The SSL certificate charge was for $152.99 and the ancillary service was a monthly service in the amount of $24.99. We received one email confirming that charge. I was lead to believe that I had committed to $452.87 (which is the $152.99 + $299.88 (24.99 x 12mos). An audit of our company’s finances in early 2013 revealed that we had been charged $24.99 since January 2010, which charges total $1,127.60. We have checked all of our records for this time and thereafter and have no record of monthly notifications after the SSL certificate expired on January 7, 2011. We never received email alerts, monthly statements, charge advisories, billing or credit card updates or notice that the account was active and that monthly deductions continued to be withdrawn from my account. This is the crux of our complaint. Had I been notified each month about the pending auto-bill, then I would have canceled service January 7, 2011. As soon as we became aware of these charges, we immediately attempted to contact Volusion to demand cancellation and request a reversal of charges. When we called, we were repeatedly transferred to inactive phone extensions, put on hold for extended periods of time, and/or disconnected. Volusion made it difficult to obtain assistance or stop the monthly deductions. Multiple calls and follow-up calls were needed before the first ticket was generated on April 10, 2013. Emails to **** ****** simply bounced back. We never received return calls or email responses regarding resolving our billing concerns. Volusion thwarted our efforts to address our billing concerns even though we attempted to give notification. It was impossibly difficult to reach or speak to someone on the phone, and our email queries sometimes resulted in a ticket being generated and sometimes were responded to, but not consistently and without little satisfaction. When we finally did connect with an Account Services representative, we were told us that our claim for reimbursement of all charges had been denied and that we needed to create yet another ticket to appeal the rejection of our claim. Following up on the status of that ticket proved equally challenging. Again, repeated disconnects, transfers, and holds got us absolutely nowhere until nearly 5 months later. We then received an email that Account Services would not refund us for the disputed automatic electronic withdrawals. Volusion’s delay tactics wasted time resulting in our disqualification for a refund since it took us outside of the requisite 60 day period to contest the fraudulent billing either through Volusion or via our bank for a refund. It is still unclear whether it is Volusion’s policy to deliberately obfuscate and answer our questions, misdirect us to individuals who neither had the authority or training to answer our questions or it was merely inept customer service, the longer this went on unaddressed, the more we were negatively and financially impacted and Volusion was unjustly enriched. Only after I personally addressed an email to the Legal Department and stated my intention to initiate a class action suit did our claim get escalated internally. Volusion then appeared to make a reasonable effort to address my concerns, but their stall tactics have cost me hundreds of dollars that we could have recovered. Even more disquieting, on September 18, 2013 Account Services responded to my concerns by arguing that “you, or someone representing you, filled out an order form, entered credit card information and indicated agreement to the service terms on 2/25/13”. This absolutely did not occur and is patently untrue. Neither I nor anyone working with me would have done this without my authorization and claims to the contrary are actionable. Volusion Account Services says that I could have reviewed information about their billing practices in the My Volusion area or on their website, but that would presuppose we knew that we were still “in a business relationship”. We couldn’t be expected to be responsible to review something we didn’t know we had.

Desired Settlement: I am seeking a refund of all monthly charges subsequent to that first year, totaling $674.73 (24.99 x 27 months after the SSL certificate expiry) and for Volusion’s immediate change to their billing practices. Volusion should be required to provide electronic notification to all consumers before and after all charges and deductions are made, whether for renewal of subscriptions or merely for monthly auto-bills. Auto-billing after 1 year was never contemplated, explained, intended or agreed to. I am not unfamiliar with auto-billing; every other web service we have (e.g., Webgility, BlueHost, Nexess) and even utilities (e.g. ECG, TimeWarner, Sprint, Arrowhead) all send alerts prior to auto-billing. Failing full satisfaction of all the terms of my desired settlement, I will open a dispute with the Attorney General to redress these deceptive billing practices. Complaints about Volusion’s billing practices are numerous and can be easily found online. Wouldn’t it be a better business practice to be upfront and (1) send an email prior to auto-deducting from someone’s credit card and (2) send a receipt after such deduction occurred?

Business Response: We received Ms.*****’s order for a Volusion store and 1 year SSL on 1/7/2010. It was processed and a welcome
email was sent to the email address used to purchase it. The welcome email
contained all the information necessary to get logged into the account and
begin work. She has been informed via ticket that the date of 2/25/13 was a
typo in one of our replies to her. We apologize again for the typo. 


It has also been explained that the services Volusion offers are based on access to the software and hosting,
rather than usage. As stated in our Terms and Conditions, which were agreed to
when the order was placed, the monthly fee is collected on a recurring billing
system: 

http://www.volusion.com/legal/ 

 
(Section 9, subsection B.) 

“All recurring charges will be due on the monthly anniversary date of your initial signup. It is Customer's
obligation to review all monthly charges for accuracy.”


(Section 9, subsection C.)
 

“We offer billing via credit card or debit card charge only. All initial fees must be paid prior to service
setup. These fees may include service setup fees and first month service
charge. Our billing cycle begins on the day we setup your account, and is due
on that day each month thereafter. Volusion attempts to automatically charge
the credit card on file for any past due invoice for current, suspended and
cancelled accounts… To ensure that you are
not billed for another month of service, you must cancel your account before
your billing cycle due date.”

The order we received has an IP address located in Los Angeles, California, which confirms that it was placed by
the customer and not by a sales representative located in our Austin, Texas.
While we cannot comment on the billing policies of any third party company, as
stated in our terms, the card on file is billed monthly for the services. All
invoices for the monthly charges can always be viewed in the My Volusion area
attached to the account. We do apologize for any misunderstanding but Volusion
has never offered the option to prepay for more than a month of hosting
services at a time. When the service was purchased the customer paid for a one
time set up fee, one month of hosting and a 1 year SSL. When the SSL expired,
several notifications were sent via admin area pop ups in the back end of the
store.

After reviewing the calls associated with the account we can confirm every effort was made to assist when
a call came in for this issue. On April 15th, we received a call
from a person named Kimberly and it was explained to her that a ticket would
need to be submitted in order to request compensation. We did not receive the
ticket until 9/12/13 and it explained that they were under the impression that
they had only signed up for a free trial (demo) though that information has
since changed to 1 year of hosting. We replied on 9/18, 9/19, 9/20 and 9/20.
Any delays in a reply were due to investigation of the issue and escalation to
management. Because we do conduct a full investigation for any claim received,
compensation tickets definitely have a longer turnaround time for a reply than
that of a normal troubleshooting ticket.

We sincerely apologize for the frustration undoubtedly caused, as it is very clear at this point that the
customer did not want the services which were purchased. As the charge posted
each month to the customer’s bank account, but no notification was sent to
Volusion to stop the service, we could not have known there was a problem. As
soon as were notified, immediate action was taken to help the customer cancel
successfully. Because there are significant costs involved in hosting the site
and providing access to the software, we are unable to provide compensation for
the time the service was provided.

 

Consumer Response: Complaint: *******

I am rejecting this response because:

 

“When the service was purchased the customer paid for a one time set up fee, one month of hosting and a 1 year SSL.” 

We do not dispute that we now realize we had agreed to purchase a set up fee, a month of hosting and a 1 year SSL. We thought we were done after 1 year and weren't signing on for an indefinite term. 

“…they were under the impression that they had only signed up for a free trial (demo) though that information has since changed to 1 year of hosting.”

We were confused about what we signed up for because our rep was unclear about what are fledgling business needed, why we needed it and what we were getting. As we have begun to research this, we have since learned that what we did in fact sign up for was not what we needed and was an oversell, so that is why we were confused in our first communications with the company.  They did a very poor job working with us.

“When the SSL expired, several notifications were sent via admin area pop ups in the back end of the store.” 

Our store was not live, so messages sent to the admin area of our backend would never had reached us. Our site was in development and it was not active. Why would Volusion arbitrarily elect to send notification about monthly billing to the admin area if an inactive site, but send info about the SSL certificate expiring to the email used to sign up for the service? We never provided them with admin email information.  The only email address we provided was the one that we registered with. Our sales rep knew we were in development and every effort should have been made to make sure that he captured correct contact information so that we would have received these messages.  They can't hold us accountable for their sloppy and ineffective notifications. Why they send messages to the back end of a non-functioning site and not to the email address
that they had on file?

Once we had received notice that our certificate had expired in 2011, there would have been no reason to continue to review our account nor to expect additional charges would be made for years thereafter.

“On April 15th, we received a call from a person named Kimberly and it was explained to her that a ticket would need to be submitted in order to request compensation.” “We did not receive the ticket until 9/12/13”

Volusion's call log is incomplete. We made numerous other calls than the ones that they have record of.  It makes no sense that they do not have a record of the April 2013 refund ticket. During the same conversation she had with the rep who canceled service, Kimberly requested a refund.  She then followed up several days later.  She was told that they were creating a ticket for a refund. 

“As soon as were notified, immediate action was taken to help the customer cancel successfully.“

Months went by and we endeavored to follow up on the April refund ticket.  There should be numerous calls logged into the system about this. We called many, many times. This is exactly why we are incensed.  A pattern of sloppy customer service and incomplete record-keeping. They did not take immediate action to address our complaints or request for a refund.

We are a small business.  Notification that charges are to be debited from our account should not be burdensome for a multi-million dollar tech company like Volusion that touts itself as being a leader in  automating these processes.

We had no idea that we were being charged for this. One we received the expiry email we thought we were done.  Providing a courtesy email notification when charges are being processed is good customer service and is transparency in billing.  Volusion had my email address, since it was on file as the contact associated with the card used to set up service.  Like many small businesses, our bank statements are processed via a bookkeeper and are not sent directly to us.

They are significantly overstating the costs to them. Of the millions of users of their services, costs are amortized. Their actual costs to host the site and provide access to software are spread out over millions of users, and it doesn’t rise and fall on my small business.  They are running a for-profit enterprise, but clearly cut corners here.  I had to pay my bookkeeper to research this issue and spend my valuable time to figure out what happened. Volusion should have spent some of the funds they charged me to pay an hourly worker to make sure that they sent out notifications to email addresses that they had on file.

At the very least Volusion should offer a courtesy refund and make internal billing policy changes.  Based on the tenor of the complaints of other users on many online message boards, I am not the first customer to feel deceived.  Customers should be notified about charges when they occur.  Volusion has been put on notice before this happened to us and now is the time to address it.





Business Response: We apologize again for any misunderstanding with regard to the specific service Ms.*****s signed up for. The Terms and Conditions to which she agreed do clearly explain the recurring billing of fees, but we appreciate the feedback and request for review of policies. Although we cannot comment on any future policy changes, we have
forwarded her concerns to the appropriate individuals for review. We definitely wish to improve the services as a whole, and so this feedback is very
much appreciated. 

We must stress that as soon as we were made aware that cancellation was desired, we helped this customer cancel, and fees ceased at that point. Even if a customer does not ever log into their Admin area or My Volusion area wherein information is available at all times
regarding service, the monthly fee will appear on their bank statements and
online statements each month. Because we did not receive notification that she
had seen a charge she did not recognize or did not want, we could not have
known there was an issue. For this reason the services continued, and we are unable to provide compensation for the time in which they were rendered.

Consumer Response: Complaint: *******

I am rejecting this response because it is an unacceptable. Volusion is leaving a trail of dissatisfied consumers in their wake. A simple courtesy adjustment would have solved a portion of this problem, but clearly their inability to own their culpability will be their downfall. I will take this matter up with the State's Attorney. I encourage others researching this issue online who have had a similar experience to do the same.

Regards,

**** *****s

10/18/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I contacted Volusion over 2 months ago to get instructions to cancel service on a website. I spoke online with a rep- "****" He informed me that he would open a "ticket" and that i should follow the instructions . After the chat i attempted to open the ticket but there was no ticket for me to open. I then chatted with him again, and he said that he emailed me the info....BUT they failed to tell me that they only email the person who created the site and put the site on their service. I was not that person! I asked Volusion several times to help me cancel this service and i got their corporate mumbo-jumbo about them not being able to help me-saying they had sent an email to the originator of the account. SO...my question is....how did Volusion expect me to see this "ticket" with the information to cancel their service when the email was sent to a third party....whom has left the country and gone back to PR?? I do not have telepathic powers, nor do i have magical pixi dust that allows me to magically receive emails that were sent to someone else! Volusion has stolen 2 months of my hard earned money---they have no concept of true customer service! All of their "rules and regulation" are designed to be able to keep billing people who want to discontinue their service. I eventually had to write their legal department to get more help to stop future billings. I would like my CC credited for 2 months at $65/month....this is only the fair thing for them to do....if they would have helped me with my problem in the first place, i would not have had to go this route! The website was ************** Thank you for your help I hope that Volusion will be the upstanding company they claim to be in their adds! Sincerely, **** ***** ********* *********

Desired Settlement: I think Volusion should give me credit for $130.

Business Response: In reviewing the account, we are able to confirm that the first notification that cancellation was needed came via a call to our Support Department on 7/16/13. On this day, Mr. ***** spoke with a representative who walked him through the cancellation instructions. At the beginning of the call, the customer explained that the Volusion hosting services had been purchased for him by a third party, but because it was not generating any revenue, he needed to cancel it. He also explained that he did not know the third party’s login information for the "My Volusion" online account management area. At this point, the representative verified some security information and then provided Mr. ***** the login information for My Volusion. He also explained how to cancel the account. The customer confirmed that he understood, and the call was ended. 

Later the same day, we received a ticket requesting that the Merchant Account (credit card processing services) be canceled, and in the evening a call came through wherein Mr. ***** asked about billing cycle dates. On 7/30, he chatted with an online Support representative who sent a ticket with instructions on how to cancel, and on 8/14 Mr. ***** again contacted Support via chat for assistance with canceling. At this point, he was advised to contact our legal department if he was still having trouble accessing the account due it having been set up by a third party. 

We truly apologize for any misunderstanding; however, we do require that customers have a valid, accessible email address on the account. If the site is set up by a third party, it is the customer’s responsibility to ensure they are able to access the account. Every time the customer asked for cancellation instructions,
they were provided. When the cancellation request call took place, the customer confirmed that he understood how to cancel and was provided with the
information on logging in to accomplish this. As we did not receive the online cancelation form until 8/21, the account could not be canceled prior to that.
Again, we do apologize for any confusion or misunderstanding, but because the services were provided until the last day of the final billing cycle, we are
unable to provide compensation as requested.

Consumer Response: Complaint: *******

I am rejecting this response because:Volusion HAD the opportunity to help me resolve this issue during the FIRST phone call....but refused to help me.....how can any person read an email
sent to another party?  Their corporate culture is a maze of do this and don't do that just so they can continue to bill customers that want to leave them. What ever happened to the days
when a company would actually help a customer?  These days are gone....especially when it means Volusion will make above normal profits while treating a customer like crap!

Regards,

**** *****

10/17/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was searching for a company to start an on line business. I started the "on line" process and the next thing I knew I had a person from Volusion dangling a really great coupon of $50 off the price if I got the program rolling that day. I believe that was Sept 8, 2013. I tried to call the company back the next day to cancel. I explained that with upcoming surgery for my husband I decided to wait until a later date to get the process rolling. I told him I felt pressured and that I was not going to let my Gold Plan run out without actually working on the web store. I simply had too much on my plate. He advised me that "oh no, you are not billed until your store is up and running." This seemed like an acceptable solution so I agreed, this would give me a lot of time to get the store up and running. So that evening I proceeded to spend another $79 for a security certificate and my domain for 4.99 for the first year. When I began having issues with their systems, I called on Sept 10, 2013. I was then informed that I had been misinformed and that I would be charged now and my clock was running. I was livid. I tried to call about 20 times on the 10th because one of the deals was that I would have 24/7 help. I have not been able to contact anyone at that company and my credit card continues to be charged, 4.99 twice and $75.00 twice. This needs to stop. I am caring for two disabled people and cannot afford to pay for their errors. I have an excellent credit score. I pay my bills, but I do not pay what I do not owe. I did NOT receive service and I will NOT pay. If I bought the domain, that is fine. I'll use it elsewhere. However, I cannot reach this company, they have been running me around saying I need to log onto the site, but when I cancelled, they took it down, so how do I start a ticket. I need assistance with this issue. I did respond to an e-mail they sent saying "Cancel" here. I also have an e-mail from a woman I spoke to who said she would send a link and cancel everything for me.

Desired Settlement: I'm not in the habit of giving my money away. I did not receive a service or product and want a refund. I will allow the 4.99 domain charge.

Business Response: In reviewing the calls, tickets and emails linked to this account we are able to confirm that the sales representative ********* spoke with on the day of purchase provided accurate information. The sales representative reached out on 9/9 and advised that she was calling because ********* had recently started a free trial with Volusion. During the conversation several topics were addressed which included products (hand-made bead work), hosting plan prices, feature functionality, and the time frame for launching the site.  When the customer chose the Gold plan the sales representative also mentioned that a promotion was currently in effect wherein a discount of $50 could be applied to the first month’s hosting fee. At this point, Ms. ****** asked about the billing cycle and when the first month would begin. The sales representative advised that the first month would begin as soon as the order was processed and the welcome email arrived. The customer then asked what was the difference between the free trial and full
version and after hearing the explanation, ********* mentioned that she would probably need to hold off on this purchase due to the fact that her husband was facing two surgeries in the same week and her daughter’s birthday was coming up. She explained that she wasn’t sure if she’d have enough time to really work on the account and instead would simply call back the last week of September. The Sales representative provided contact information.  Toward the end of the call ********* asked the representative about what to do with the trial and was informed she could continue working on it until it expired. After learning that any work done would be gone when the trial period was over, the customer reconsidered.  She decided to move forward with the purchase immediately due to the fact that even if she only got to work on the account late at night, the work would be saved. We sincerely apologize if any misinformation was provided after signing up for the account but all the information provided prior to the purchase was accurate and clear. While we definitely understand the uncertainty that may come along with signing up for ecommerce software, the fundamental reason we do not have long contracts in
place is to allow a customer to cancel at any time. Because our plans are based on prepaid terms the cancellation will simply take effect with the last day of the already paid for billing cycle. The registration orders placed (2) will ensure her domain name is valid for 2 years. The SSL certificate still requires her cooperation to be installed, but once it is, she can request to take it with her for use on another hosting platform. Again, we truly apologize for any negative experience but can confirm the service purchased—access to the software and hosting—will be provided until the last day of the billing cycle.
If any assistance is needed with logging into the account our Support Department can be reached via phone, email, and online chat.

Consumer Response: Complaint: *******

I am rejecting this response because:

Regards,

****** ******

Business Response: The customer is correct in stating that she did not sign up for a merchant account. What was purchased
were hosting services, and the charges associated with those services are not based on usage, but rather access. As the services will be provided in full until the last day of the prepaid billing cycle (10/9/13), we cannot issue credit as requested. Because the customer advised that she only meant to purchase the domain name registration for one year and not two, while the registration will still be good for two years, we’ve issued a courtesy credit for the second registration purchase.

10/15/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I originally signed up for service with Volusion on 8/01/2013. They offer a 14-day free trial. I upgraded my account on 8/17/2013 and was charged the $100.00 fee on 8/19/2013. I cancelled ALL services on 8/21/2013. When I cancelled, I was told it would be refunded. As of 8/30/2013, no refund had been issued, so I contacted Volusion again. On, 9/3/2013 they stated, that because I could still access the service for the remainder of the month, they are unable to refund. This is utterly ridiculous. I have no reason to access a service that I've cancelled, and did not and have not accessed it since my cancellation date. No where on their site does it say no refunds. And, when I cancelled, I was never told I could not receive a refund. On 10/2/2013, Volusion further charged me an additional $58.63. Even though I requested, and was assured, that ALL services were cancelled on 8/21/2013, Volusion is stating that one particular service was not cancelled. This is simply a case of Volusion charging my account whenever and whatever they feel like. If the service was not cancelled, why was I not charged in September? Volusion is stating that they cannot refund this additional charge either and that I should be prepared for another charge next month. I have told them that this and their practices are unacceptable.

Desired Settlement: I would like to receive credit of $158.63 from Volusion.

Business Response: The hosting service Volusion offers is based on prepaid billing terms. This means a customer pays in advance for a billing cycle. The customer prepaid for the billing cycle that ran from 08/20/2013 - 09/19/2013 when they placed their store order on 8/17. Upon purchasing they also agreed to the Terms and Conditions which do explain that prorated credits are not offered when a cancellation is submitted. Though a cancellation request can be placed at any time via our online cancellation form, the cancellation itself will not take effect until the end of the prepaid billing cycle. This is to ensure each customer has access to the software and hosting for the entire period it has already been paid for. We received this customer’s online cancellation form on 8/30/13, and they were notified it would
take effect on the last day of the billing cycle. 

It’s important to note that hosting services and merchant services are two completely separate services and as such have different cancellation methods. The online hosting cancellation form the customer filled out explicitly states: 

"If you have merchant services, live chat, Fast Traffic, or SEO services that you would like to cancel, please submit a ticket to our support team with your request. Failure to cancel services related to this order may result in continuation of related billing. No refunds will be granted in the event of failure to properly cancel additional services.”

We did not receive a request to cancel the merchant services until 10/2. The customer was billed $58.63 at the beginning of October, because merchant services are billed for in arrears and that was the fee for having credit card processing services in the month of September. We apologize for any frustration caused, and though we are unable to provide compensation as requested for the services purchased, we can confirm that both the hosting and merchant account have now been canceled, and no further billing will be had.

Consumer Response: Complaint: *******

I am rejecting this response because:
1. I placed all orders with Volusion with the assistance of either chat support or phone support. NO ONE stated anything about a no refund policy.
2. When I requested a cancellation of services, I specifically requested that ALL services be cancelled and was  told I could receive a refund.
3. I have NEVER used the services for which I was billed.


Regards,

****** *****

Business Response: Volusion does not offer a grace period in which cancellation can be requested and fees for services refunded.
Sales representatives are in place to provide information about the software, how it works, what is needed to host with Volusion, etc.   They do not regularly
provide information on refunds, as each sale is made with the intent that the customer will be happy with the product and continue services.  Individual refund requests are handled through our Billing department, toward which a Sales or Support rep would direct the customer if compensation was requested.
Though we were unable to find any information via call, chat, or ticket wherein the customer was advised anything outside of how to request compensation, we do apologize if there was a misunderstanding.

We received the customer’s request to cancel on 8/30, on which day cancellation instructions were provided and we received the required online cancellation form for hosting. The cancellation form states that in order to cancel the merchant account, a separate ticket would need to be submitted. We received that ticket from the customer on 10/2. Because neither the hosting or merchant account services are based on usage, we are unable to provide compensation as requested. The services purchased (based on access to software) were provided in full.

Consumer Response: Complaint: *******

I am rejecting this response because: I refuse to believe that the company is unable to locate the chat  where I was told I would receive a refund. I chatted with Volusion customer service no less than 4 times. Also, Volusion states any requests for refunds must go through billing, but what's the point if they are just going to be denied? I assume Volusion would like to contend that they never received the refund request through billing either - which would be an utter and complete lie...Volusion's standards business practice, apparently.

Regards,

****** *****

9/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased in full a SSL certificate for my website, through Volusion, back in March of 2013 that's valid for one year. They also host my shopping cart for my business. I became sick and missed a payment on mu shopping cart and lost it in August of 2013. They wiped all my shopping cart data from my site as of a result. Later that month I paid all the back amount owed on my shopping cart but since they wiped the data I had to start new. When I was going through purchasing the new cart the sales rep on the phone said my SSL certificate is still valid and they would just tie it to the new site, it would work since the domain name is the same. After I paid for everything now they are saying I have to purchase a new SSL certificate license. Which cost $79 and they are denying ever saying that to me. One I'm upset I lost my store in the first place. they sent me emails, that I didn't have access to. a simple phone call would have prevented this. Two, I feel like that I was lied to about the certificate .

Desired Settlement: I'm not asking for a free year. I'm only asking for the balance of my certificate be honored. That's it, roughly 6 months.

Business Response: Unfortunately, we will not be able to waive this customer's SSL fee.
His store was stopped for nonpayment in July and permanently deleted in August. Prior to setting up the new site we did send him
an email explaining that he had a past due balance. In that same ticket, the customer asked if anything from his old site was recoverable and we stated: “Unfortunately all the data for your previous store was deleted from our servers on August 13, 2013, we will not be able to recover any of that data.” When he called in to speak with the sales representative, he mentioned that he wanted to start a new site and transfer in an SSL to tie up to his new store. The representative accurately confirmed this was possible because we do in fact accept SSL transfers from other companies. It was never made clear that
the SSL in question was one that was linked to a site that had been permanently deleted; otherwise he would have been advised that was not possible. We do
apologize for any misunderstanding, but because of the amount of work that goes into ordering, processing and installing and SSL we do have a fee in place.

Consumer Response: Complaint: *******

I am rejecting this response because:
If the rep gave me an incorrect response then why not honor it. I bought a year subscription of an SSL certificate then at least refund me for the unused portion. They wouldn't let me setup a new store until I paid the back balance.
The same rep who told me my certificate would transfer told me I had to pay my back balance. He had to be full aware that if I was redoing a deleted store then the SSL from from it.

Regards,

****** ********

9/16/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In the month of August 2013 I signed up for a Free Trial and had specific requirements for my online store layout and functionality, the sales person **** ****** SOLD me the product and I signed up for 2 plans on August 21 2013. Once I started working on the site I realized that all my requirements are not there and in order for me to have those things I need to purchase a template and pay additionally for the customization of it – this was confirmed by a Support Team 8/28/2013 that whatever was sold to me is not doable without extra money. When I called **** ****** ext *** 8/28 and said that I would like to cancel my account and get my money back, as all that was promised was a lie… he totally switched from the nice sales person to the sarcastic and rude and started arguing with me that the Support guy was incompetent and had no idea what was talking about and when I asked for his manager he refused to provide the name or ext… Basically he didn’t want to refund the money and did everything to shut me up… Volusion = Liars

Desired Settlement: I am demanding the refund of my money $85.00 and cancellation of the accounts

Business Response: We are currently working with the customer to get clarification on her issue to see if we can assist her in resolving it.  A member of our Billing Team is reaching out to her.

8/7/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My wife and I signed up for the web building/hosting services of volution.com. they advertise that you pay $50 and they will provide you with a password and support to build a basic website and hosting services going forward. We signed up on 7/5/13 and paid the $50 and told that we would get a working password to build the site and a rep would call us (within 48 hours)to help us build the site. After a day we had not received a working password and no one called us. My wife called numerous times and no one answered. She cancelled the service a week later and was sent an email indicating that we would not get our $50 back since we used space on their hosting database, even though we never were able to set up the website as they never sent us a working password. We since contacted our credit card company and the card company told us they would take the $50 out of Volusion's account and refund us. Only after we cancelled, did Volusion have their sales rep aggressively contact us. They left messages, but we did not speak to them as we already determined that this was a fraudulent company. I wonder if there is some sort of violation since we paid the $50, and they never supplied us with a working password or called us within 48 hours as they indicated, but kept our $50 even though they clearly violated their promise. I checked out internet reviews and other users had similar experiences of Volusion keeping the $50.

Business Response: We received an order for this customer’s website, ***********, on 6/29/13. The order was processed, and on 7/3/13, a welcome email was sent to the email address provided by the customer. The welcome email contained all of the information and passwords necessary for logging into the Admin area of the store. The customer's assigned Account Manager reached out via email on 7/5/13 in hopes of scheduling their coaching session, and on 7/9/13 an agreement for a 7/12/13 coaching session was confirmed. On Friday July 12th, the Account Manager called the customer and was informed that, due to personal reasons which could not be disclosed, the account had to be canceled. The Account Manager then sent the customer the cancellation terms, which were agreed to, and the cancellation was submitted. 

We were unable to find any other correspondence or tickets indicating there was an issue with logging into the Admin area. The customer did have access to the Support Priority phone number, and if there were any issues with getting through on the phone, a ticket or email explaining such would have immediately alerted us to reach out to this customer.

At this time the customer has confirmed that a chargeback has been issued, and therefore we no longer have access to the funds in question. We sincerely apologize for any anger or frustration caused and can confirm that the cancellation request has been received, so no further billing will be had for hosting services.

 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because a password was issued, but it did not work.  We called several times and left messages to get a working password, but never received a call back.  Initially they scheduled a coaching session but never called us on the scheduled date.  They only called after we cancelled and wanted to try to get more money.  I am closing this case as I received a full refund from my bank.

Regards,

******* ******

Business Response: In reviewing the account history, we were unable to find the calls to which this customer is referring, nor have we received any indication from other customers that the voicemail call-back feature in our phone system had or has been malfunctioning. If at any point in time we had received an email or ticket indicating that there were issues, we would have immediately reached out with a solution. As soon as the customer advised that cancellation was needed, we were able to assist with that. We have received this customer’s chargeback and will continue to address this issue via the appropriate chargeback procedures and policies.

8/7/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: ****** my representtive from Volusion informed me that if I would take a one month special offer at 50.00 for a gold level account in order to open an online store, that after that one month my monthly total would be 35.00 for a lower level of service and I also informed that company that I wanted a different card charged in the future. That information was placed in writing. After one month I was not lowered to the bronze level and was charged on the wrong credit card the full 125.00 for another month of service. When I complained to the company I was informed that there was nothing anyone could do for another month. Therefore this company has ilegally charged me 90.00 over and beyond the agreed upon amount when the service was initiated. This is false advertising making promises that will not be honored for the purpose of securing additional funds.

Desired Settlement: I want the entire 125.00 returned to my bank account and the opportunity to change the credit card as requested initially for a 35.00 fee and no higher.

Business Response: All downgrades need to be requested and the terms agreed to via ticket. We did not receive a ticket from this customer requesting a downgrade, and that is why it had not been processed prior to the start of the second billing cycle. Though we cannot manually force a downgrade to go through mid-billing cycle, we have sent the customer ticket notification that if she agrees to the downgrade via ticket reply we will issue a credit to the card that was billed for the difference between the Gold plan and the Bronze plan. The downgrade will then take place at the end of the current billing cycle. This is being offered as a one-time courtesy for any frustration or misunderstanding with our downgrade process.

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.

Regards,

********* ******

8/1/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had called volusion to cancel my services on 2/13 2013 I believe. The man I talked to said just to open a ticket number to cancel. So I asked him if that was all i needed to do and he said yes. I did open a ticket requesting for my account to be cancel on 2/13 2013. I never checked back ti my account since I tought it was cancelled. I found out they never cancelled and I was charged through May. The man never said that I needed to take additional steps to cancel. I called Volusion and explain my situation, they said they will go back to the phone conversation I had with that man and get back at me. They never did. All I got was en email explaining they will not refund my money.

Desired Settlement: Full refund.

Business Response: On 02/13/13 we received from *** ****** a ticket requesting cancellation. Within 15 minutes, a Volusion representative responded with full cancellation instructions. It is important to note that any time a reply is sent via ticket, an automatic email is also sent to the email address on file, advising the customer that the ticket has been updated, along with instructions on logging into the My Volusion area to view the updated ticket.
Additionally, part of the reason payment is accepted only via debit or credit card is to allow customers to immediately see when a charge has posted. Not only will it post to their bank records within a few business days, but invoices are immediately available in the My Volusion area as soon as the charge goes through. This way, if there are any issues or concerns with payment, a customer is able to reach our 24/7 support department to inquire. As cancellation instructions were provided to the customer, but the customer did not proceed to submit the secure, online cancellation form as instructed, the account was kept open and service was continued. We did receive the required cancellation form on 5/29/13, and no further hosting charges will be incurred.

7/25/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We cancelled with this company last year but they still have been charging my credit card and now say we only cancelled part which was not the case. I tried again today to rectify but they make it soo difficult and no one on the phone will help, they just keep billing me.

Desired Settlement: refund the months charges up to the date you cancelled the prior services

Business Response: In reviewing this customer’s account, we were able to find that the first indication of a wish to cancel came through on 12/5/12 via a call to our Merchant Care Department. The customer called in to ask if he was being billed the correct amount for his merchant account, as the fees seemed too high. We advised that the monthly fee was correct and also provided instructions for canceling his merchant account, as per his request.
On 1/28/13 we received another call to our Merchant Care Department, wherein the customer again asked to cancel because he was unhappy with the monthly fees. He had the representative go over each monthly fee for the merchant account, and again he was advised of the appropriate cancellation instructions. We received his ticket that day and replied, advising that the cancellation process would take several business days. In our reply we also stated: 

“If you would like to cancel your hosting service and have not yet done so, please visit ****************************************“

On 1/31/13 we replied a second time, confirming that the merchant account had been canceled, and again added: 

“If you would like to cancel your hosting package and have not yet done so, please visit *****************************************”

Because hosting services do not require a merchant account with Volusion, and vice versa, many customers often do choose to cancel one or the other, and not necessarily both. We could never assume that by cancelling one service, the customer wishes to cancel all services, but we do send cancellation instructions for hosting when we reply to merchant account cancellation tickets, just in case. As the services are completely separate, with different legal and logistical components, each has its own cancellation process. We did advise of the method for canceling website hosting when we sent the merchant account cancellation instructions, but because we have not yet received the required online cancellation form for hosting, the account has remained active. The customer spoke with our Support Department today and was able to escalate the issue to a Team Lead, who provided both verbal and written instructions for canceling the hosting plan. As soon as we receive the required online cancellation form, the hosting service will be canceled, and no further fees will be billed.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:
They openly admit I cancelled services on 1/13/2013, so why the continued billing. Why would I want to pay for something that could not work with the other parts cancelled. They made it more than difficult to cancel and have not offered to reimburse me the fees charged since 1/13/2013, which is what I expect.

Regards,

***** ******

Business Response: The service the customer canceled on 1/31/2013 was for the ******** ******* (credit card processing service), as that is what he specifically asked to cancel. In our replies to his ticket, we twice provided the link to cancel the hosting service, and explained that if cancellation for hosting was also needed, the customer would need to visit that link. After speaking with a Team Lead yesterday the customer was sent the instructions and link to cancel hosting, but has not yet submitted the required online form. For legal and security  reasons, we are unable to submit the form on behalf of a customer. As soon as we receive the required online cancellation form we will be able to cancel the account, and no further billing will be had.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:

They have not offered to refund me for the prior months the service was cancelled (Jan 2013). they state in their first response I contacted them twice to cancel services but yet say I only wanted to cancel part which makes no sense at all since you need both to have a functioning site. They know I do not have the passwords for this account to cancel online since it was all destroyed when we expected it to have been cancelled in January. They can set up sales over the phone but to cancel, well as you can see they want to make it more difficult. I will sign whatever needs to be done (fairly) if it is emailed to myself ********************** I have called this company numerous times to get this rectified.

Regards,

***** ******

7/15/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 3/7/13 we attempted to cancel service due to misleading representations about this company's lower priced services that have all the appearances of a "bait and switch" scheme. On 4/28/13 we attempted again to cancel service. On 5/28, we put a Stop Payment on our account. On 6/4/13 they continued to bill us and payment was stopped. On 6/20, we wrote again about cancellation and unauthorized charges and received a response that they could not acknowledge the complaint for security reasons unless we signed on to the account and put it through their contact system. All of the previous correspondence, including responses in which they tell us they did not interpret our language as a cancellation, are documented. On 7/2, they charged us again for a service we never used. I'm hoping it will be stopped again tomorrow, but this company's practices Volusion has refused to either refund money wrongfully taken or cancel the billing on this account as requested at least three times.

Desired Settlement: This company should have cancelled our account according to their stated policy, at the end of March, but they charged us for April and May and owes us $123.54 ($61.77x2). We want them to stop billing us. And we want people to know that they don't discuss the limitations of their lower priced service or mention that there are several additional fees.

Business Response: We received the required online hosting cancellation form from Ms. ******** on 4/22/13. Since then, no further billing has been applied to the account in question for hosting fees, and, in fact, in May we received a chargeback for the March monthly hosting fee. It  appears there may be some confusion with the hosting service versus the merchant account service.

We were able to find that a merchant account (credit card processing) is still active for Ms. ********. The fee for this service is $61.77 per month if no transactions are processed. As this service is completely separate from hosting and has not been canceled, the fees have continued to be assessed each month. It is important to note that many customers do choose to keep their merchant account open even after cancelling their hosting plan, because they are able to utilize the merchant services with other hosting platforms. As such, unless the merchant account is canceled or we are informed that it needs to be canceled, it will remain open and active until a cancellation request is submitted for that specific service. 

As we have now received notification that the merchant account is not needed, we’ve alerted our Volusion ******** Account department to this, and a cancellation email has been sent to the email addresses linked to the account. The cancellation emails do require a
reply confirming that cancellation is needed, and as soon as we receive the required reply, we will be able to cancel the merchant account. 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:

In our conversation with Volusion representative on 4/22/2013 8:23 AM PDT, we were assured that our ******** account WAS CANCELLED and that a waiver of the $99 early termination fee was being issued, and that there was nothing further we needed to do except SEPARATELY cancel our storefront account, which we immediately put in motion.  

Our intention to cancel all services was clearly stated.  There was no discussion or correspondence about clients who continue to use the merchant service, and THE BILLS COME FROM VOLUSION with whom the merchant account was arranged.  The alleged separation is nonsense.
  
Today they sent my assistant a "ticket" with merchant account cancellation instructions, intimating that it had been sent back in April.  There was no such email back then, and no discussion about a separate cancellation requirement.  They record all of their conversations.

This matter will be resolved when we are no longer being billed and the amount of the claim for services we never used is paid.

Regards,

***** ********

Business Response: In reviewing the account details and situation further, we understand where her request for cancellation could have been handled better in March. Full credits for the last two hosting fees (March & April) have been issued back to Ms. ********’s payment card and will post within 3-5 business days. Invoices for the credits are available in her My Volusion area.

 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.  Please hold this complaint open pending our actual receipt of the credit.

Regards,

***** ********

7/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had problems downloading pictures through their service. Because they cannot duplicate the problem in their office they state it doesn't exist. After following their customer support's instructions (on three separate computers) I still could not download pictures. Because I could not download pictures I their service was useless. I requested a 1/2 month refund. I understand their policy is no refunds, however, their service does not work.

Desired Settlement: Sometimes of a refund for a useless service

Business Response: The customer signed up for the Volusion hosting service on April 9th with no indication that there were any issues until 6/16. On the day the errors were reported, our Support Department immediately began to troubleshoot in an effort to provide a resolution for the issues she reported. Even though our representatives were unable to replicate any of the problems she reported with downloading pictures, the case was still escalated to a top tier Team Lead for further investigation. Screenshots were requested to review the errors she was seeing, but the screen shots were never provided to Volusion. On 6/17 the customer asked to cancel, and the instructions were sent. Because all Volusion plans are prepaid, cancellations go into effect with the end of the current billing cycle. This ensures that each customer has access to the software for the entire time for which it has been paid. Though we are unable to provide compensation for half a month as requested, we can confirm that the cancellation form has been received for this customer’s store and no further billing will be had for hosting services.

 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:  I had chatted with a support person in a chat room.  I was instructed to switch to ******* and again, to clear the cache.  I did both.  I had also placed a call the week before. 

Regards,
***** ****

Business Response: As Volusion could not confirm that the issue the customer was experiencing was due to a malfunction with the software on our end, and we were unable to replicate the problem, we cannot accommodate the request for compensation.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:  Just because you couldn't replicate the problem doesn't mean it didn't exist.  I paid for a service that I was not provided.

Regards,

***** ****

7/6/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We have been using Volusion for some time now and over all are satisfied with their services. That said, we have been a bit unhappy with their billing practices as they continue to extra fees for bandwidth use, which we have brought to their attention in the past. Most recently, after requesting information about why our bandwidth fees were so high, we were told that a new plan had been rolled out that would have saved us 25%. Upon hearing this, we requested to be upgraded immediately, as well as for a refund on our previous bill as the plan had been in effect at that time. Volusion declined to give us a refund so we felt it was appropriate to file a complaint. In the past Volusion has been notorious for making changes to their services and not notifying customers. We only find out when there is a problem and we contact them! As a multi-million dollar company, which has all of my contact information, there is no excuse for Volusion not to be more proactive when they make changes to their services and billing. This is what big companies do. When Apple has a software update, the consumer is notified ASAP about the change. This is also true with billing. There is no reason Volusion could not simply do the same thing.

Desired Settlement: We request a s refund in the amount of $51.53 as we should have been notified about the change in plans, which would have saved us this amount had we made a switch sooner. We also request a refund for upgrading to the same plan we are already on! This amount is $21.38. Lastly, we request that, when there is a change to service (including billing), Volusion needs to contact their customers to make them aware of change. It is the least they could do. Thank you. ***,

Business Response: New plans and promotions are always listed on the Volusion pricing page, as is explained in the Terms and Conditions.  Customers are not otherwise notified each time a new plan or promotion is introduced, although customers may view current offerings at any time on the website.  

While we understand the frustration involved in accruing overage fees, we do provide as much flexibility as possible by allowing customers to upgrade and/or downgrade their plans at any time. Additionally, we also provide a stats area within My Volusion and send out notifications when overages have been billed so that a customer is always fully aware of bandwidth usage. Ultimately however, it is up to each customer to determine if the plan they are on is working for them or if they need to  upgrade/downgrade.

In reviewing this account, we were able to see that an upgrade from an older Gold plan to a new Gold plan was made in January of 2010. At the time of that upgrade, customers had not been notified of the new plan offerings;  however, the customer was able to  upgrade himself as necessary, per the information provided on our website. Please note that the process for upgrading has never changed, and the same steps were recently taken by Mr.*** to upgrade to our most current version of the Gold plan.

Regarding software updates, these are automatically pushed out during normal scheduled maintenance and therefore cannot be compared to plan price changes, as customers are never forced to change their monthly hosting plans.  We could never determine which plan would best fit a customer’s individual needs, but again, we do allow as much flexibility as possible in allowing them to upgrade and downgrade as needed. 
 
The new Gold plan to which Mr.*** has upgraded does, in fact, have different features then his old plan and is therefore priced higher. As such, upon upgrading, the prorated charge from this change was explained in the series of prompts that were followed
during the upgrade process. We must stress that the prorated charge in no way reflects overbilling, but simply covers the difference between both plan prices.  Volusion’s policy for introducing new plans and upgrading has not changed since this customer first upgraded in 2010 and though we do apologize for any grief or frustration caused, we will not be able to accommodate his request for compensation at this time.

6/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Volusion failed on almost every product sold to us to with out refund or compensation. We left the company for another and came back several months later. Volusion had billing issues on their side which caused 2 websites that I am paid to maintain to go down for over 30 days with no help from volusion. They failed so bad we xfered the name out they failed at that as well. Now we are almost bankrupt from advertising we could never capital ise on because they wrongly shut us down and could not bring us back up and then wanted us to pay more money to get our data back plus more.

Desired Settlement: Our business went from 5k a month to almost zero 10k for the destruction of my company. When we told them we where down they said oh thats to bad nothing we can do till monday. I missed the first friday of that month as well. They have killed me single handed. I have no web and I or email service. Not to mention I just paid 700 to refile my llc for the year

Business Response: This customer’s sites were both stopped for nonpayment in
March. Because we only save store data on our servers for 30 days, they have
been permanently deleted at this point. Though there were some complications
with regard to transferring out a domain name, part of the issue was that the
customer was logging into the wrong account. Though our Support Department
representatives and managers attempted to assist multiple times with various
questions over the course of the service period, and despite many warnings,
unfortunately many calls had to be disconnected because of verbal abuse to our
representatives. It’s important to note that the service Volusion provides is
access to the shopping cart software along with reserving a site on our
servers. We are able to confirm this service was provided while payment was
made and so we are unable to provide compensation as requested.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:

Regards,

******** *******



Not accurate. 

We have multiple accounts that should all be linked together but where not because of errors on voulsions side with setting up the accounts.  Need to mind you they failed at the setup initially as well. The reason it was shut down for non payment is because we updated the billing as asked but because of the error in accounts when it updated the info never stuck as per volusion. They even said they couod see I changed the card which expired number as per the email requesting me to do so. Everytime it came to accoubt maintenance they failed. The reason these two accoubts got split but are still inside each other some how is cause of a lazy error at creation time. They failed us during a huge database migration we lost all of the Christmas holidays even though we paid people not to miss is the service stayed down for days never could get it to work. I had to do the data replication by hand we missed the entire xmass seasons. 

When volusio  mistakenly shutdown another site for billing issues that they had the over site in thsy did nothing to get me back up told me oh well !.

 All of these issues are cause volusion messed up on day one and never fixed it and to prove it THEY WILL NOT SHOW YOU THE RECORDS THE BILLING ISSUES WHERE THEIR FAULT NOT MINE.

TECH SUPPORT NON EXISTING AND AT THE END OF THE DAY MY DOMAIN AND WEBSITE AND EMAIL WAS DOWN WAY LONGER AND KILLEDY BUSINESSES SINGLE HANDED.  

WHEN I AM IN A STORE MAKING A SALE BUT HAVE NO WEBSITE TO MATCH LETTER HEADS AND CARDS WHO DO YOU THINK GOT THE SALES AFTER 60 DAYS OF BEING DOWN   NOT ME

























Business Response: While we do our very best to ensure that the software is working as intended, should there ever be any
questions, concerns or issues, we do provide 24/7 Support. Within Support, we have many representatives, allowing for multiple people to help resolve an issue. While we definitely understand that it may be frustrating to have to troubleshoot issues, unfortunately, this is simply part of having an online ecommerce store. Each time this customer called or submitted a ticket, our representatives did attempt to assist, and in many cases escalated the issue for a faster resolution. We sincerely apologize for any frustration caused to this customer, but because of a variety of criteria outside of Volusion’s control which could potentially affect a business, we are unable to provide any compensation for loss of business or revenue.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:

Regards,

******** *******



Being down for 30 plus days is at no time part of a ecommerc store. 

You guys shut us down for a billing error admittedly your fault. It affected not one but 2 accounts

 You refused to help in a timely fashion and failed every time you did try



Please let it be known that you even offered to help get my data for a profit

 You even charge are card after you said you couldn't wouldn't refund the money 
That was for a .com you guys lost for lack of service you billed me for services never rendered

I have records showing it

Please make available all records of our transactions for all accounts at volusion

Your lack of concern by tech support when you guys knocked us off the first time in error is why we moved some .come away from you. Your agent said nothing we can do to fix our billing error till Monday sorry your going to have to wait and he also said he didn't care. So we moved to big commerece who got us up in 4 hrs and re routed and had made 1 sale n under 8. That's e commerce. You guys couldn't even set the initial package up with out error. It took us weeks and you failed at the $50 data migration

























6/26/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My problem involves both a sales rep misrepresenting the service provide and not disclosing additional mandatory associated costs with the program. Additionally, company makes misleading and not acccurate claims on the website. Approx 20 days I signed up for Volusion services. I requested the minimum $15/mo plan but based on a salesman (**** ******) recommendation purchased the Gold plan ($125/mo)as I was told it included a personal account rep who would personally work with me and spend as much time as necessary to get the store set up and running. John said after the site was set up I could change the plan to the $15/mo plan for subsequent months. I was also told the only other thing I needed to purchase to engage in e commerce and process credit card payments was an SSL certificate which I also purchased For $79. A day or so after making payment I was assigned an account rep (**** *******) who informed me that he could only spend 1 hour on instruction and assistance and the balance would come from regular support staff. I told him what John had told me and he said that changes had been made in the programs and that all sales personnel may not be aware of them. I worked with Wade for 1 hour and from that point forward had to go thru the one, main 800 number for all contact. I had to call the *** *** **** number repeatedly (sometime 3-4 times) before I could even get connected to a person as the phone system would only repeat the menu choices no matter what number I selected or how many times I depressed it. Eventually I spoke to several different individuals (a different person each time I called) and found out additional fees were necessary including a gateway merchant account ($33/mos) and a minimum $24/mos transaction fee. before the site could be operable. These were not identified when speaking with sales about the cost involved. Additionally, I have learned that the "mobile optimized" version of the site currently marketed on the pricing plan page for all plans is not at all optimized but a much stripped down version of the website and to get the optimized version there are additional additional fees involved. Given the misrepresentation and above tactics I do not wish to do business with this company and requested a refund for what I had paid so far - $ 178 ($125 minus 20% discount plus $79 / SSL certificate ) which has not even begun to be processed ( I have an email stating such sent after I cancelled the service and can provide if necessary. Thank you, *** ******

Desired Settlement: Refund of $178 and removal of false/misleading claims on website and by sales reps

Business Response: In reviewing the sales call, we are able to confirm that the Account Manager feature was presented accurately, as an Account Manager is a dedicated coach who can assist with any initial setup questions and concerns. Our Account Managers serve as guides to ensure that a customer who may not be familiar with the Volusion software in its full state of functionality is able to receive assistance in setting up their site prior to going live. Account Managers are available for questions and step-by-step instruction for a full one-hour session which provides one-on-one time between the customer and Account Manager.  Because Mr. ****** advised of his dissatisfaction with the time limit of the coaching session, the Account Manager did reach out and offered not only additional coaching sessions, but also a discount of 30% for three months off his monthly hosting fee as a courtesy for any misunderstanding regarding the Account Manager role. Mr. ****** declined this offer and opted to cancel his Volusion account.

In regard to the additional fees, it is important to note that purchasing a merchant account (credit card processing service) through Volusion or any other company is a completely separate service and is not required for hosting a website. Though some customers do choose to process payments directly through credit/debit cards, which requires a merchant account, many other customers choose to use an alternative route such as ******.  In the course of the sales call, Mr. ****** asked if an SSL certificate would be necessary for processing credit card transactions and was accurately advised that it would be. As merchant accounts are completely separate and optional services, unless explicitly asked about that specific service, a sales representative may not know whether a customer already has one or will need one. For any specific merchant account-related inquiries, we do have a Volusion Merchant Services department that can provide all the details, fees, conditions and other relevant information needed in applying for a Volusion merchant account.

Though we are unable to provide compensation as requested, if the customer wishes to continue service with Volusion, we would be happy to honor the original offer of some additional coaching sessions and 30% off his Gold plan for 3 months. 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:

1. It  is understood that a merchant account is separate from a web hosting account but it is necessary to conduct business via the website. Your sales rep was specifically asked by me what was required to sell products and utilize credit cards on the Volusion site before I purchased your services. The Merchant account monthly charges and transaction fees were NOT disclosed uintil after I purchased your plan and by a different individual.  This is deception by ommission because I asked the question.

2. What is your response to the advertised, untrue claim on your website that a "mobile optimized version" of the website is included with all plans? The reality is, it is no where close to "optimized" but a significantly culled version. A true optimized version requires, guess what, additional charges. This is clearly totally misleading if not fraudulant. Already important, mobile sales are projected to become significantly more important in the near future. This claim was a critical factor in my decision to use Volusion. I think the fact they choose not to address this in their first response says something about this company. 



For these reasons I do not wish to accept the offer. I want a refund and I want the company to remove the deceptive and false claims in it's marketing and sales materials included on the "pricing" tab of their website. Specifically with respect to the mobile version of the site. 



Regards,
****** ******

Business Response: In reviewing the calls a second time, we were unable to find evidence that Mr. ****** asked what was needed in order to process credit card transactions on his site.  However, he did specifically ask the sales representative to verify if he had accurately understood what he had read, which was that an SSL is needed in order to process credit card transactions on his site. The representative replied that he was correct, because merchant accounts require an SSL for direct processing. After this, both Mr.****** and the sales representative discussed the different SSL options Volusion offers. Later in the call, the sales representative asked the customer when he was planning on launching the site, to which the customer replied that he was actually ready to go live that day until he read about the SSL certificate.  Because Mr.****** asked very specific SSL questions, talked about processing credit cards, and even stated that he had been ready to go live that day, we are confident that the sales representative was not purposely omitting any information, but was simply unaware that the customer didn’t already have a merchant account.

In terms of the mobile store, we are able to confirm that this feature does come with each plan. It was designed to help make shopping via smartphone seamless and allow customers to purchase with ease, even if they are not looking at the full online version of the store. While we strive to offer the best and most complete free version of a mobile store, we are sorry to hear of his disappointment and will continue to work on improving this feature in the future.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:

To say I did not specifically ask what was necessary to conduct credit card transactions indicates that Volusion is not sure I am planning to do cc transactions therefore no responsibility to divulge additional details. However, they refer specifically to the SSL certificate that is ONLY necessary for credit card transactions so they knew at that time what my plans were and everything that was required but failed to disclose the other required components/costs - I contend intentionally- until after I purchased the service. This is deceptive.

Concerning the mobile site - The mobile site is not "free". It is included as a part of each plan which has an associated cost. Volusion advertises this included component as the "optimized" version - it is NOT, it is the stripped down version. Webster dictionary defines optimized as "to make as perfect, effective or functional as possible". To get the version that fits that definition (and the one they try to upsell you once you buy the package) there is an additional, substantial cost. Their advertised claim is knowingly false and deceptive as I am sure any State Attorney General would agree.



Regards,
****** ******

6/26/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: CANCELLATION TERMS BELOW WERE NOT EXPRESSED WRITTEN OR EXPLAINED. OFFERED A 14 DAY TRIAL BUT INSTEAD BILLED MY CREDIT CARD Please read the following terms: -All monthly hosting plan cancellations must be processed through this form. No other method to attempt cancellation will be honored. Furthermore, cancellation applies only to the individual monthly hosted plan selected in the cancellation form. To cancel additional hosting plans, you must submit the form once for each plan. No refunds will be granted for fees accrued due to failure to properly cancel any undesired hosting plans. -In the event of monthly hosting plan cancellation, your store data will be permanently removed from our servers without opportunity for recovery. Volusion accepts no responsibility for business damage related to data loss. If you would like us to continue preserving your data, you can place your store on hold here. -All monthly hosting plans are charged on a prepaid basis. In the event of cancellation, we do not offer a prorated refund for the remainder of your final billing cycle. -To prevent your next regularly-scheduled monthly payment from automatically drafting, you must submit your cancellation prior to the first day of your next billing cycle (dates are available at all times here). -We do not offer refunds of monthly fees. -We do not offer refunds for SSL certificates or completed Design Services. No exceptions will be granted.

Desired Settlement: CANCEL SERVICE AND REFUND MONTHLY FEE

Business Response: Upon review of the call recording of the conversation between the customer and the sales representative, we are able to confirm that a 14-day free trial was not discussed or mentioned during the call. At the start of the conversation, the customer mentioned that he was interested in the $179 plan Volusion offers. After this point, and for the majority of the conversation, various plan features were discussed. The topics included: what type of products the customer sold, templates, credit card processing, batch order processing, account management, API access, auto drop ship, fraud score, live chat, and SEO tools. The sales representative then asked if the customer wanted to move forward with Volusion, and the customer confirmed yes.  The sales representative advised that we do not actually offer a plan for $179, but we have a Platinum plan for $195 and a Gold plan for $125. Differences between both plans were addressed and the customer decided to purchase the Gold plan. At this point, the sales representative walked him through the checkout processes and did advise that plan scaling (upgrading & downgrading), as well as cancellation were possible at any time. The customer verbally agreed to the Terms and Conditions of the Volusion service, provided his payment card information, and the order was placed. The sales representative confirmed the total of $125 for the purchase and the call ended with the sales representative advising that the order would be fulfilled later that day.

We apologize for any misunderstanding with regard to the monthly service that was purchased. Cancellation instructions have been forwarded to the customer, and once the customer submits the required online cancellation form, he will no longer be billed for the monthly hosting service.

6/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had cancelled my account with this business. I did not realize that there were SEVERAL parts to the cancellation to SEVERAL items included with the purchase of this "online store". I was then billed $61.77 in American dollars. When I tried to collect my refund, they just said "We explained that you had to do this and this and this and this or you would be charged". I thought I had gone through all of the steps and explained that to them. I also explained that I cancelled before the date of payment taken out of my checking account by them and would like the refund. I made an honest mistake by not getting all of the "red tape" taken care of like I thought I had. Their answer was to ignore me. I would like a refund and all parts of my account with these people cancelled please. I did not even make a penny off the website or merchant accounts at all and can not afford this charge, that is why I cancelled the account.

Desired Settlement: I would like $61.77 refunded to my debit card (****) ending in **** that this company should have on file!

Business Response: The reason this merchant was charged at the beginning of June is because the merchant account
was open and available to use during the month of May.  If we had received a written request to cancel the merchant account, as is required per the merchant
services agreement, on 05/28/2013 when the hosting cancellation was submitted, the merchant still would have received a debit at the beginning of June for the
month of May.

The merchant account has been canceled per the ticket request we received on 06/07/2013.  We are unable to offer a refund for the fee that was assessed,
since the merchant account was open and available to use in the month of May. 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:

I paid the fee to start up of $15 in May, this should not be a May fee as they state.

Regards,

****** ******

Business Response: The $15.00 charge that was assessed in May is for the hosting service.  This fee was charged to the credit card on file from Volusion so that the merchant could use our shopping cart software.  There is a monthly fee for the hosting service, as merchants can see on our pricing page listed at http://www.volusion.com/hosting-plans-pricing/ .  This service is month-to-month and merchants can cancel the service online at any time, but we do not offer refunds on the fees that have already been assessed, as the service is available to use through the end of the billing cycle.

The merchant account is a separate service.  The merchant account is what gives merchants the ability to process credit cards on their online store.  No fees were assessed at the time of application or to setup the merchant account.  Keep in mind, merchants are required to sign an agreement agreeing to the fees for the service and debits to their bank account for those fees.  We are unable to charge in advance for the merchant services, as the fees are based on the processing done.  In the beginning of June, it was found no processing was done in the month of May, so the flat monthly fees were assessed. 

6/14/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had contacted Volusion on March 7th to request a downgrade from my service package. The package was going to be shifted to a 15.00 package. The rep at Volusion coached me and told me exactly how to go through with sending my request to Volusion. He then told me that the downgrade would be completed shortly after and that nothing more was required on my part. I had 27 items in my store at this time. This is a store that I had not used yet, still am not using and now have chosen to close because I don't like the way Volusion treated me. Two weeks ago I opened a credit card statement to see why my bill had been so high. I was shocked to see that Volusion had TWICE billed me for a more expensive service than I was supposed to have. I had absolutely had a thorough conversation with a Volusion rep and confirmed that my store was to be downgraded as of March 7th. After a few days of cooling down I called Volusion feeling very upset and asked what had happened. I was told that because I had had 27 items in my store that I had been required to delete two items in order to have my request carried out. This was foul play. Not only had I not used the store (nor have I even to this day), I had paid Volusion unknowingly and against my will, I had requested the downgrade and been assured that my request would be carried out without any problems, and probably most importantly, Volusion contacted me through a channel that was completely unfair and was not one that I would access unknowingly. Volusion contacted me through my account on their website and gave me absolutely no indication that they had left me a note, message or response. Volusion acted unethically and immorally and I asked them for a refund for the portion of days that had been charged to me on a more expensive and not used plan. The company has declined my request with a long and unfair response. I am running this store as a fundraising campaign for a not-for-profit charity and it saddens me to be taken advantage of by a large company like Volusion. Furthermore, Volusion had changed the policy several weeks ago to state that the 25 item maximum in a 15.00 store is now a 100 item maximum and thus made no difference whatsoever in the structure of Volusions response for my initial request for reimbursement. At the very least, Volusion should have changed the account type upon changing their policy on the service packages. The company has been so evil towards me and I am crying right now as I type this email because I feel so violated by this company. I'm deeply saddened by Volusion's business practices and I hope BBB can assist me.

Desired Settlement: I want a refund from Volusion for the two months of additional fees that they had charged to my credit card. I also hope that Volusion communicates in a more appropriate way with me and their other clients so we as clients feel supported by our choice to work with Volusion, and not cheated. To play fairly and make sure the people who are running stores know how to communicate with Volusion, Volusion must explain that people need to check on "Tickets" that have been submitted in order to assure that requests are being carried out as as clients like myself have requested an intended. I want either a full refund of two months of costs for my Volusion store, or partial refund for the amount of money that Volusion would.n't have charged me if had they followed through with the service package change as requested months ago on March 7th

Business Response: We received this customer’s
ticket on 3/7/2013 3:45:00 PM asking to downgrade to our Mini plan. We sent a reply
the same day at 5:46:00 PM explaining that because the number of products
within the store was higher than the amount allowed for on the Mini plan we
would need him to remove some and then reply back when it was done so that we
could proceed with downgrading.

 

Any time we reply to a ticket,
because we definitely understand that a customer may or may not log into their My
Volusion area to see the response, we do also send an automated email to the
email address on file which explains the ticket has been updated and logging
into My Volusion is necessary to view the updated response. Information
regarding the process of downgrading can also be found in our Knowledgebase via
the following article:  http://support.volusion.com/article/upgrading-account.
Specifically it states:

 

“Please note that if you want to downgrade your plan, you'll
need to submit a ticket to Billing to verify that the number of products you
have set up do not exceed your required plan's limit.”

 

As we did not receive a reply
from the customer confirming the number of products had been reduced, we were
unable to proceed with his request.

 

It’s important to note the
fundamental reason the only form of payment accepted for hosting is through
debit and credit cards, is to allow complete transparency with regard to what
is billed each month. As soon as payment is taken not only will it show up in a
customer's bank records within a couple of business days, it will also show up
immediately in the My Volusion area along with the invoice. This way if there
are any concerns or questions about a charge a customer is able to reach out to
our 24/7 Support Department via call, ticket or chat to inquire. As soon as
this customer contacted us regarding the charges we were able to explain and
assist with moving forward in right direction.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:

This company did not send me an email. I have checked my email numerous times and got no indication that any further action was required on my part. I still would like to be reimbursed for this or I am going to open a dispute with American Express.

Regards,

****** ******





























Business Response: As a one-time courtesy, Volusion has issued credit for the difference between both plans for the two bills in question (total: $40). The credit will post within several business days.

6/13/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We have had unauthorized charges to our credit card and no one seems to be able to help with reversing the charges. We opened the account in 2009 and have not used it in over a year. We were not notified of any pending charges or changes to their billing process. When we called this morning, we were told there is a pop up when you log in. That's great except for the fact that we've not logged into the site in quite some time to receive this notification. We should have been notified via email or postage mail if we were going to be charged.

Desired Settlement: We need the 2 charges refunded asap. There were a total of 2 charges for $3.74.

Business Response: We apologize for this error.  A credit has been issued to the customer, and the billing has been adjusted so that she will not receive this charge in the future.

6/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I REQUESTED THAT MY PLAN GRADE BE DOWNGRADED BECAUSE I HAVE NOT LAUNCHED MY WEBSITE, THIS DECISION WAS MADE PRIOR TO PAYMENT HOWEVER I WAS NOT ABLE TO DO SO UNTIL FILING A TICKET WHICH I WAS UNAWARE OF BUT I DID ON MAY 15TH. PAYMENT WAS DUE ON THE 4TH OF MAY AND VOLUSION WAS NOT ABLE TO CHARGE MY CARD BECAUSE MY BANK REVOKED THE CARD DUE TO MY ACCOUNT BEING COMPROMISED, A NEW CARD WAS ISSUED AND I WENT ON TO VOLUSION'S WEBSITE TO UPDATE THE CARD INFORMATION, I ALSO PHONED VOLUSION TO INFORM THEM OF MY ACCOUNT BEING COMPROMISED TO WHICH IS WHY THE INITIAL PAYMENT DEBIT WAS NOT AVAILABLE. VOLUSION DEBITED $128 FOR MY CURRENT PLAN ON MAY 16TH, I CALLED AND REQUESTED AGAIN THAT MY PLAN BE DOWNGRADED AND I ALSO ASKED FOR A REFUND OF THE REMAINDER OF THE $128 SINCE THE BRONZE PLAN ( THE PLAN I WANTED TO DOWNGRADE TO) WAS $35... SINCE I STILL HAVE WORK THAT I WOULD LIKE TO COMPLETE ON MY SITE BEFORE LAUNCHING. FIRST VOLUSION SENT ME AN EMAIL SAYING THAT MY PLAN HAD BEEN DOWNGRADED AND THE REFUND TICKET WAS STILL BEING PROCESSED. A FEW HOURS LATER I RECEIVED AN EMAIL STATING THAT MY PLAN WOULD NOT BE DOWNGRADED UNTIL NEXT MONTH AND THAT I WOULD NOT BE RECEIVING A REFUND. I CALLED AND A REPRESENTATIVE SAYS "WELL YOU SHOULD HAVE READ OUR POLICIES" THOSE ARE VOLUSION'S POLICIES.

Desired Settlement: I WOULD LIKE A FULL REFUND OF MY $128 FOR THE MONTH OF MAY AND I WOULD LIKE ALL TIES SERVED WITH THIS COMPANY BECAUSE THIS IS NOT A COMPANY I WANT TO BE ASSOCIATED WITH OR UTILIZE AS MY WEBSITE DELIVERY FOR MY PRODUCTS.

Business Response: We received the customer's downgrade ticket on 5/16. Her May billing cycle began on 5/5 and because our plans are prepaid,
downgrades will not go through until the start of the new billing cycle. So, in order to have the Bronze plan price applied to her May billing cycle, we would
have had to have her downgrade ticket submitted by 5/4 at the very latest.

Regardless of whether a payment is declining or not, we simply need a downgrade request ticket submitted and the terms of the plan change agreed to prior to the start of the billing cycle the customer would like for it to take effect. Although the customer's payment declined twice, we did not shut down the site, as we
definitely understand that circumstances such as a card being compromised can affect the monthly fee debit, and we do try to assist by not
immediately shutting down the service.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because: It is not fair for a company to treat a customer how I was treated or spoken to on this issue. It is not my fault my bank card was compromised, I informed the company and the least the company could have done was work with me and not against me, I would like a refund of $93.00, I stand from on this and anything else is unacceptable, Volusion advertises superior customer service and I expect nothing less at this point.

Regards,

******** *******





























Business Response: As a one-time courtesy, a credit of $91.91 has been issued back to the credit card and will post to her bank statement within 3-5
business days. This is the full difference between our GOLD and BRONZE plans.


Consumer Response:
Complaint: *******

I am rejecting this response because:

Regards,

******** *******































5/31/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 4/12/2013 I started my online store with Volusion, on a month to month payment for their Gold plan. I quickly realized that the Gold plan offered much more then I needed at this time, so I decided to downgrade to the Bronze plan for the second month which is much more suitable for me. On 5/11/2013, the last day of my first month agreement, I went into "myvolusion" and clicked "MANAGE PLANS/ORDERS" and attempted to downgrade my plan, authorizing a $35.00 fee for the Bronze plan. Two days later, on 5/13/2013, I received an email from Volusion apparently confused about what I was attempting to do. I called the priority support line and spoke with ***** and explained to him that I wanted to downgrade for the second month to the Bronze plan and that was why I was authorizing the $35.00 and he replied, "No problem, I can take care of that for you now." He created a ticket without the billing cycle dates and instructed me to type my name in the provided place on the ticket and hit reply. I do this trusting that I'm not paying for something I don't want because ***** seemed like he understood what I was attempting to do on 5/11/2013 after explaining it to him and he told me he was taking care of it with the ticket he just created. The next day I realized I was lied to when I saw the $128.74 charge pending from my bank account. I called Volusion priority support line everyday to resolve this and everyday I got the run around about tickets not being sent through the proper channels, billing never received the compensation ticket, or that it was now too late to downgrade because the second month already started. I would of even excepted credit towards the following months at the Bronze level, but they just refused to work with me.

Desired Settlement: At this time I would like for Volusion to refund me $93.74 and we can end doing business.

Business Response: A one-time courtesy credit of $91.91 was issued on 5/22.  It will post to the customer's account within 3-5 business days.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.

Regards,

**** ******




















5/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My name I S**** *********, reside in ******** *** *****. My mother and I have conducted business with a company located in ****, called Volusion.Com. They were supposed to be a highly reputable hosting company that is why we contracted them to host our store on the internet. Back in February of this year, 2013, we applied for a merchants account to accept credit card payments by prospective clients purchasing items in our online boutique. After application, we were charged a monthly fee for this merchant service. A couple of weeks ago, in April, we received two orders amounting to $700.00 for merchandise we carry. My mother went to process the order and found out Volusion is intentionally holding on to our money. After telephoning them for several days, they gave us the run around saying the papers submitted needed to be resubmitted. I in turn, have been running around, like a crazy woman, getting what they claim they needed to set up the account and submitted it to them over a week ago on or about April 26, 2013. Point one is that Volusion has been charging my mom and I monthly for this service in February and Three weeks ago, an order came in from a client and a week later another order came in. We checked the merchant account and there were no funds. It was at this point in time Volusion asked to resubmit the paperwork which was done in February all over again. One client now wants a refund because it took too long. Problem is Volusion is purposely blocking the means to take the money out of our account in order to provide the client with a refund. You can reach me at 17184491084, 11AM-5PM for further information. We spent thousands of dollars in advertising and they have ruined our reputation besides still have our money. Please assist as we have nowhere else to go. S**** *********

Desired Settlement: 1. Want all monthly fees paid since February refunded for the MERCHANT ACCOUNT, that they did not provide 2. 2000.00 worth of advertising spent to promote our company. 3 The money they are holding in our merchant account. 4. Compenation for violation of our Privacy 5. Mother who is 80 years old has heart palpitations because of this incident

Business Response: The merchant
applied for a merchant account and provided us with a routing and account
number on the application.  These numbers were then implemented onto the
merchant account, since the merchant signed the application advising that all
information provided was accurate.  We were, however, unable to use the
documentation she provided us for the bank account, since the voided check did
not have any contact information imprinted on it. 

 

We advised the
merchant that we can certainly implement the routing number that was listed on
the check she provided, if she can provide us with a voided check that has an
address imprinted on it or a bank letter on official bank letterhead. The
merchant then stated that she has no idea how we obtained the routing and
account numbers that were listed on that voided check because they don’t
exist.  We advised the merchant that the bank account number she provided
us on the application matches the voided check she gave us, but the routing
numbers did not match.  The merchant then advised us that the account
number we have is invalid and is not her bank account number.  We advised
the merchant that in order to change the bank account to a different routing
and account numbers, we must proceed with a bank account change.  In order
to change the bank account on a merchant account, the merchant is required to
fill out our DDA Change Request Form, sign it, and then email or fax back with
a voided check or bank letter.

 

This
information was provided to the merchant several times throughout one day,
because the merchant repeatedly called, spoke with a representative, was
unhappy with the information given, and hung up.  The merchant escalated
to a supervisor, who provided the same information, and the customer hung up on
the supervisor.  After several phone calls that all ended with the
merchant hanging up on representatives, she agreed to sign the required form,
but would not provide us with a voided check or bank letter.  This
merchant went to her bank and Volusion’s representative spoke with the
merchant’s bank and advised what we need in order to change the bank
account.  The bank was able to provide this merchant a check with the
address imprinted on it, and we then received the signed form and forwarded the
information to the payment processor to change the bank account information.
Note, since the
merchant has advised that the bank routing and account numbers we have on
file are invalid, the merchant has not been charged any fees for this
service.  While we attempted to charge the fees, since the bank account
information is invalid, the debit rejected.  We will collect these fees
from the transactions the merchant processed on her online store.  Once
the bank account has been changed, which we advised can take up to 7 business
days, we will release the remaining funds.
The merchant is
able to refer to her merchant services agreement, within which is stated an
advisement of the fees for the service and her agreement that these fees can be
debited.  Since the merchant was able to process credit cards, the fees
are valid and we will not be able to waive them.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:

Regards,

****** ** ***** *********

I am well aware of there response.  I have been paying for a service, I never received and want a refund plus I want money for promotions and money for the clients who ordered.

I do not want anything less than a financial settlement.  There is no excuse for their behavior and unprofessional conduct.




























Business Response: As previously advised, we will
not be offering a refund on any of the fees for the service.  Keep in
mind, since the wrong bank account was provided on both the agreement and
voided check at the time of application, the fees have not been debited.
 We will be deducting these fees from the funds of the sales that the
merchant processed.  This is because the service was available to use.
 While the merchant may not have received the funds for the sales in the
2-3 business days since the wrong bank account was provided to us, the
transactions were still processed and there are fees associated with that
processing. This means the funds were transferred and taken from the merchant’s
customer, so the service was working and the merchant was able to capture
credit card sales.   Once the new bank account is placed on the
account, the funds will be released, minus any fees that are owed to us.  





Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:  We spent thousands of dollars and will settle for nothing less!

Regards,

****** ** ***** *********





























5/7/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I paid $1,197.00 for a marketing service through Volusion, specifically their Shopping Feed Program. The man I spoke to in the sales department (I think his name was *****) lead me to believe I would receive substantial revenue from this service so that I could purchase their pricier service at $1550 per month with a $700 set up fee. To date, I had experienced great customer service through Volusion, so I took out a business loan and began the shopping feed with high hopes. After approximately one month of the shopping feed service, I had received only one sale in the amount of $67.25. I was initially told to budget for an ad campaign at an additional $300 per month and found that my campaign was slightly less than $50 per month. I asked that they please increase my campaign adwords to reflect the more aggressive campaign at $300 per month, and they said they would. By the end of the 2nd month, I had spent a total of $120 in adwords, rather than the $600 I should have spent to date. The campaign was not aggressive at all. I was getting concerned and asked that they please work with me. Specifically, I requested they increase the adwords again and also asked that they provide me with an additional 90 days of the shopping feed service at no additional charge, (they normally charge $300 per month for this service). Throughout this process and communication, I tried to reach a manager and it was recommended I open a ticket through support, which I did. Volusion would not work with me at all and simply touted that I got a sale with their service, even if it was only $67.25. After realizing that I had been taken for a ride, I asked for a partial refund and was told no. I have since gone through the painful process of reopening my store on another platform and closing my Volusion store. This was my decision due to the lack of professionalism and communication on their part regarding this matter, however, it has cost me an additional 70 hours of my time and about $300 to do this. Volusion grossly mislead me regarding their shopping feed service and the results it would produce. They collected my $1,197.00 and did not provide the service and results expected.

Desired Settlement: I would like to receive a full refund in the amount of $1,197.00, as the service and results indicated were not delivered.

Business Response: Volusion is unable to provide compensation as requested, because the service that was
purchased was provided to the customer.
Volusion cannot guarantee any type of specific conversion results from the shopping feed service. Customers pay to have us
help them with their comparison shopping engine as it can be a very involved
job that requires a solid technical understanding of product feeds and the
campaign itself, but under no circumstances do we guarantee any specific
results. That being said, we definitely do our very best to help each customer
with their shopping feed as we understand that it is an important aspect of an
e-commerce business. As conversion rates can vary based on many different
circumstances and factors outside of Volusion's reasonable control, however, we
simply cannot promise specific results.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:

Regards,

****** *******



I am rejecting this response because Volusion did promise results. ***** *** did not specifically suggest a dollar amount that would be made as a result of this campaign, but he ensured me it would allow me to move forward with their more expensive SEO advertising campaign.  This particular campaign costs $1550 per month with a $700 set up fee.  That is what he communicated to me. In addition, I was told to budget $300 per month, a total of $900 for my Google Ad Words expense, and my ad words account utilized less than $120.00 over a two month period. This campaign was no where near as aggressive as I was told it would be, therefore the results were ineffective.  I spent $1,197.00 on this campaign and made one sale in the amount of $67.25 in a high demand marketplace.  I understand that results are not guaranteed, but I was lead to believe the results from this type of service would be substantial.  Their sales department is deceptive in their practices and I feel I should be refunded the amount of my purchase, as services were not rendered and did not meet the expectation that was set by the Volusion representative.
























Business Response: We are sorry for this customer’s
frustration; however, the bottom line is still that we did our best with her
campaign, and because we understand that we may not be able to predict exactly
how it turns out, we never guarantee specific results.  To address a
couple of her points:

 

“This particular campaign costs
$1550 per month with a $700 set up fee.”  In
her case, the service she purchased was $1,197.00 for 3 months, and with the
special offer we had going on at that time, the set-up fee was waived
altogether.

 

“I spent $1,197.00 on this campaign
and made one sale in the amount of $67.25 in a high demand marketplace. “   She had a
total of 12 orders; 2 were test orders she placed. Of the 10 others, 3 were
actually a result from this service she purchased. The orders were in the
amounts of $67.25, $115 and $38.57. Therefore, the service accounted for 30% of
her sales.

 

While it is true that ultimately
the campaign was not very successful, Volusion did faithfully execute the work
that was purchased, and again, we simply cannot guarantee specific results when
it comes to this type of service. 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:

Regards,

****** *******




When referencing the $1550 + the $700 marketing campaign, I was indicating the future campaign I planned to purchase, and I think that is clear in my responses. 

There is no need to pursue this matter any further. It is clear that Volusion will not be providing the requested refund.  I will be filing a complaint with the Attorney General's office as well as on consumer sites to warn other small businesses about my experience so that they may proceed with caution.  I have rejected Volusion's response. I will proceed with the AG and move forward from there. I understand that no matter what I do, I will not receive a refund, in spite of the mistakes Volusion made when addressing the aggressiveness of my campaign, as well as their deceptive and misleading comments from their salesman, ***** ****  However, I feel it important that I go through the appropriate channels to make it known that my experience was a disheartening, unprofessional experience that cost me $1,197.
























4/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased two web templates for a total of $1592. This is a one time fee that licenses me to use these web templates only on the Volusion server. I cannot use this web template outside of my Volusion account. In other words, it is not like purchasing ********* ****** that I can install on my personal computer. I was not made aware prior to purchasing the template that “No refunds will be issued for Premium Templates once they are installed on the customer store.” I have never used these templates. These templates were not “installed” on my store. When I logged this weekend, I saw the default template and not the templates I purchased. The purchase of the templates was done earlier. In less than two weeks, I have elected to cancel my monthly membership. Hence I will no longer be able to use these templates. The primary reason for canceling will be explained in another complaint I will file shortly.

Desired Settlement: A refund of $1592 to my credit card.

Business Response: We apologize for this customer's frustrations.  A credit has been approved and issued.  It should post to the customer's account within the next 3-5 business days.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

******* ***

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