ComplaintsforVendasta Technologies Inc.

• Initial Complaint

  15/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I subscribed to Vendasta's free trial on 9/12/23, which ended on 10/12/23. Expecting a seamless cancellation, I was surprised to find a charge on my credit card the day after the trial expired. Upon contacting Vendasta on 10/13/23, they agreed to process a refund. A month passed without a refund, and to my dismay, I was charged again for a monthly subscription on 11/12/23. I immediately contacted the company for a second time on 11/14/23 requesting refunds for both charges. Despite assurances, both issues remain unresolved as of 11/15/23. Resolution Sought: I seek immediate refunds for both charges, totaling $1498, and confirmation that my subscription is canceled to avoid future charges. Key Details: First and Second Charge Dates: 10/12/23, 11/12/23 Amounts: $749 and $749 Correspondence: Available upon request I trust the BBB to facilitate a fair resolution. Sincerely, **** ****

  

  Business response

  17/11/2023

  We would like to extend our sincerest apologies for the delay in processing your refund. We understand the importance of a swift resolution, and we regret any inconvenience this may have caused.

  The subscription fee refunds, totalling $1498 (2 x $749), have been issued back to your credit card as of yesterday, November 16th. While we have initiated the refund process, the timeframe for the funds to appear on your credit card statement is subject to your credit card provider's policies. We appreciate your patience during this period.

  To provide further assurance, we want to emphasize that your credit card will not be charged again. However, we understand the importance of your peace of mind, and if you prefer, we are more than happy to remove your credit card information altogether from our system. Please let us know if this additional step would make you more comfortable.

  If there are any further concerns or if you require additional assistance, please do not hesitate to reach out to our customer support team. We are committed to the success and satisfaction of our valued partners. If you have any questions or concerns, feel free to reach out to our customer support team. Once again, we apologize for any inconvenience caused and appreciate your understanding as we work to improve our processes.

• Initial Complaint

  20/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I tried out an online subscription service from this company and decided to discontinue since it was not as promised. After informing them they refused and still charged me. I informed them but they still keep trying to charge my card every month. Now they have taken me to collections. I told them several times but no response as of yet

  

  Business response

  15/11/2022

  Business Response /* (1000, 10, 2022/10/26) */ Here is our breakdown of communication: - Signed July 31, 2020, upfront Growth $5988 was split into $499, 2 x $2744.50. - Sept 2020: asked to downgrade, saying he wasn't ready. Still hadn't paid the rest of his sub yet (2 x $2744.50)Sept 30 Account Manager had a call with **** to go over his request: felt that he jumped the gun on signing (his business wasn't ready, and didn't have the money to honour his contractual commitment).Because of the technology and people costs so far, **** was held to half of the contract: we would write off/waive one of the $2744.50, but he still have to pay the other $2744.50 (cut the balance owing in half) - Oct 13, 2020: Account Manager presented this to ****, and said we could provide a payment plan if payment of $2744.50 in one go wasn't possible. We also offered to keep him on Growth for the next 6 months, so he was getting the service we were holding him to, then move him to Startup after the 6 months. - Oct 15, 2020: Finance sent a payment plan to him for the $2744.50, but he never replied.**** went dark until almost a year later, then on Sept 30, 2021: he emailed Account Manager asking to talk, so we set up a call - Oct 5, 2021: we had a call and he said he wanted to restart a partnership, and asked that we remove the Collections from him (for the $2744.55 that was sent to Collections because we never heard back from him). Account Manager re-worked the payment options with finance, finance removed Collections (since he said he would resolve the Oct 2020 balance with us directly) and presented him with subscription options to rejoin. - He went dark for periods of time, then resurfaced. He said he wanted to rejoin us on Essentials and pay the balance, then went dark again. - March 31, 2021 was the last direct communication Account Manager had from him, where he said he was going to check out the Academy to jump start his resumed partnership. - April 1, 2021: Finance confirmed the payment plan to resolve the $2744.50 and restart the partnership - April 4 and May 9 payment plan installments are paid ($288.7 each) - June 13, 2021 $228.70 payment plan payments fails, Finance emails ****. - July 4 $228.70 payment plan payment fails.Account is then closed (re-suspended) and the balance sent to Collections by Finance due to the failed payment plan. At the time of the retention case, his main reason for wanting to cancel the contract was lack of clients and funds, not the solution "being not as promised". We also never refused, but rather provided options given the signed contract **** entered into.

• Initial Complaint

  19/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 3/15/22, I purchased the software platform from Vendasta. I had signed up for a 7 day trial and gotten on a call to discuss. During the call, I was very convinced that what I was hearing about the software was what I needed for my business. I then attempted to upgrade from the 7 day trial. What this would have done is given me access to more of the features to test the waters for a few days before fully deciding. ****, the guy I spoke with however TOLD me to just sign up so that I could get on-boarding with my team. The cost was $2600 for the on-boarding and the month of platform access. Low and behold that weekend I went through the platform, and it wasn't at all a match for what I needed in my business. I emailed them on March 21, 2022 to cancel. Having it in writing should have been plenty, especially considering this was just DAYS later. The day after I emailed him, I was out of the country on a retreat. He emailed me back saying I needed to get on a call to cancel! Finally my business manger, **** spoke with him, and was told he would let the finance team know to refund me. A few days later, he wrote and said they wouldn't. I then called and spoke with him again, and expressed how this was bad business. I didn't know how they could feel good about taking someone's money for products and services never used, while still falling into what would have been a trial! I looked in my email and I don't have a signed contract either! **********************************************************************************************************

  

  Business response

  27/05/2022

  Business Response /* (1000, 8, 2022/05/11) */ ********, we're very sorry to read that our software was not a fit for your business and it's regrettable we weren't able to meet your expectations. Our teams work very hard to ensure the delight of our more than 60,000 customers worldwide. Unfortunately, this is a circumstance that stands out from the usual experiences. In review of your case, we see that you self-upgraded from the seven-day trial to a paid subscription that included a 12-month contract. The subscription you'd decided on included a cost for onboarding which did not take place, as you requested the refund prior to that task. After receiving your request for cancellation, we released you from the remaining contract and charged you for the first month's subscription plus onboarding. Unfortunately, our teams have had difficulty connecting with you since. We're glad to have an opportunity to address your concerns. We will be issuing a refund of $2,650, which includes both the onboarding fee and cost of subscription for the month of self-upgrade. Please contact ********* at your earliest convenience. You can reach him at ******@vendasta.com.

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