Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/10/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that their response is accepted.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 12/22/2024

  Hi *****, 

  Were sorry to hear about your experience with a property manager.

  Hemlane is a software platform used by property managers and landlords to streamline their operations. Hemlane currently does not own or manage properties directly, nor do we make decisions about billing or late fees to tenants. Those decisions are entirely at the discretion of the property manager or owner who uses our platform.
  
  From your description, it seems there may be a miscommunication between your previous property manager and the new management company regarding the transition of your rental account. We recommend reaching out directly to the previous property manager to resolve any outstanding concerns.
  
  If you believe the previous manager is still using Hemlane's software to incorrectly issue charges, please feel free to contact us at ********************************** or at **************. 

  
  

• Initial Complaint

  Date:10/04/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22383158, and find that this resolution is satisfactory to me. Thank you to Better Business Bureau and Hemlane for the effective attention to this matter.
  
  
  
  Sincerely,
  
  
  
  Chris Smithtting my money back.

  Business Response

  Date: 10/16/2024

  Hello Chris and BBB, 

  We're sorry to hear about your experience with Hemlane, and the circumstances resulting in your receiving party unable to receive your payments. 

  We understand your frustration and how important it is to get the funds back to you. We have gone ahead and refunded both payments, which have set to be refunded to your bank account on file. Due to the public nature of this BBB review, we are unable to share further specific information or screenshots. We have reached out to Chris directly, and confirmed with them about the refund and confirmed the depositing account. 

  I hope this is satisfactory to your desired resolution. Please let me know if there is anything further we may be able to assist with. 

• Initial Complaint

  Date:05/22/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 21748027
  
  I am rejecting this response because:

  Hemlane seems to have written multiple words but does not actually defend their actions.

  Why should a business take your money (they are claiming 3rd party when everyone believes they make payment to Hemlane) first before so-called identity verification and hold on to it , and when recipients are about to receive their funds - Hemlane alerts them, that according to their payment processor - someone failed identity check without any form of transparency to the users. Shouldnt the identity check be done first before taking their funds.This is the deceptive business practice Hemlane needs to address. 

  If the tenant is unable to follow your process, should your way be the only way to get back their funds. The tenant is upset, I am beyond frustrated and yet these folks would not find a practical way to resolve the issue since May 8. Today is May 23rd. Is this the way to treat customers. Mind you - you cannot get an actual customer representative to talk to you. Again I ask, is that good business practice? When all the issues are before you but Hemlane makes peoples lives miserable without really fixing the problem. No recourse, no customer representative to talk to, their way or the high way. This is a bad business model and this needs to be addressed. 

  
  Sincerely,
  
  *********************************

  ew landlord with bills to be paid. Good news is that 2 of the tenants were able to retrieve their funds with the exception of one.Now there is an issue with a tenant where the tenant has been reaching out to Hemlane to refund their money, however, Hemlane would not release this fund until the tenant's bank contacts them. And the tenants Bank said they have been in touch with Hemlane twice. We asked Hemlane to confirm this with their payment processor, but they would not give a response. As of May 22, 2024 - there is yet to be any resolution on this as they have gone quiet.Is this good business practice, where there is no way to resolve the transaction issue except through their own way, and all else be damned. What if the tenants bank has an issue so there isnt a way to return the funds without dispute. No communication and it is as if we are begging for money that is ours. Hemlane should be held to account. This is not right and should be investigated.

  Business Response

  Date: 05/23/2024

  Hi BBB team, 

  
  The complaint submitted by ********************************* is erroneous and we request to have this removed immediately. Hemlane does not process payments directly, but through our partner Stripe, and not without the authorization of the paying party. Furthermore, all payments with Hemlane process through our payment processor, Stripe. The payment processor initiates identity verifications upon the first actioned payment involving any new user on the platform. When such a first transaction is initiated in Hemlane, the verification procedure through Stripe commences to minimize the risk of fraud, as well as follow all regulations. If any given user a part of this such process fails a verification, the Hemlane account is blocked by our partner Stripe, and we are unable to process the payments. However, the payor is prompted to initiate a dispute with their bank directly in such outcomes to have their funds returned to them. On May 8th ******************** was alerted of the failed verification and the recommended steps for the payor/tenant to dispute the payment and retrieve their funds to resolve the matter - See Image A

  
  Later, still on May 8th, our team connected with Stripe following further correspondence with ******************** to initiate another round of verifications to pursue a hopefully different verification outcome - See Image A

  
  Unfortunately hours later in the day, Stripe alerted Hemlanes technical support team that the 2nd verification had once again failed and that Mr. ********* account would be blocked from allowing payments to be processed through Hemlane. Once more instructions towards resolving the matters to have the payors funds retrieved via a dispute with their banking institution were provided - See Image B

  
  Those also impacted by the unfortunate verification results, being the payor/tenants, received detailed instructions for gaining their payments back as well. Of those tenants, a ******************************* successfully followed the guidance for a dispute resolution given on May 9th - See Image B

  
  Their actions appropriately produced a return of their funds per the dispute process on May 13th - See Image C

  
  Further, and a remaining instance of withheld deposits that can simply be remedied with the provided instructions, tenant *********************** has yet to have their bank to initiate a proper dispute just yet despite efforts and guidance from Hemlanes technical support team as recent as May 21st and 22nd - See Image C

  
  This same day the tenant claims to have spoken with their bank per Hemlanes guidance, but Hemlane has certainly not received a dispute from ************** banking institution as had occurred with the other tenant of ******************************* - See Image D

  
  Still, Hemlanes technical team remains diligent in assisting and guiding ************** with further instructions and response in a yet to be closed email case with them as of May 23, 2024 - See Image D

  
  All major banks and credit card networks have procedures for handling payment disputes and Hemlane will be on stand-by absolutely to guide this tenant to the needed actions only them as the payor can be responsible for. Lastly, per Hemlanes legal agreement 2.6 - We never take custody of money you transfer to other Users using the Service, and we're not responsible for what recipients do with the payments you make. For example, we're not responsible for your property owner returning your deposit. If a payor or payor's bank initiates a reversal, chargeback, or dispute of a payment made to you, you authorize us and our third-party payment providers to reverse or otherwise debit funds from your account in accordance with applicable financial institution and network policies and procedures. We may also initiate a reversal or other debit, or take other actions we determine to be appropriate, if we believe fraud or other abuse of the Service has occurred.

  
  With all context detailed and provided here we once again kindly request have this removed immediately. Thank you for your time here! 

  
  

  Business Response

  Date: 05/28/2024

  Hi BBB, 

  
  Per Hemlanes terms of agreement (********************************************************************) section 2.6 states that Hemlane uses Stripe to execute online payment transactions. By using our Payments feature, you agree to be bound by the Stripe Connected Account Agreement, available at ****************************************. This may be updated from time to time. For avoidance of doubt, if any payment you initiate using the Service does not successfully complete, the payee reserves the right to seek payment from you via or outside the Service. Any authorization you provide to make automatic payments using the Service will remain in effect until canceled. / We never take custody of money you transfer to other Users using the Service, and we're not responsible for what recipients do with the payments you make.

  
  It is a standard security measure to verify that any user is the person behind the computer screen. Online payment facilitators who do not verify this information are exposed to high security fraud, where someone can steal your bank information and start transacting from your account. In the unfortunate event that our payment processor is unable to verify one or more identities involved, Hemlane will not be allowed to process the payments through our payment processor. For security reasons, our payment processor does not provide insights into the individual(s) who did not pass verification or the piece(s) of information that have caused the account to be flagged by their Security processes. For more information regarding Hemlane's security measures, please view our article, "How secure is Hemlane? For payments, SSN, etc." (*************************************************************************-How-secure-is-Hemlane-For-payments-SSN-etc). 

  
  For a payor to retrieve any in-transit funds they must initiate a dispute with their banking institution. Any individual(s) who face issues or limitations towards disputing any payment can always rely on Hemlanes technical support team will always be on standby to assist in all matters for clarity and guidance with the email ********************************** or by phone at **************.

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21748027
  
  I am rejecting this response because:
  

  The business is not really providing tangible solutions but just quoting words that do not amount to much. Why is your process not clear cut, why allow your third party (although everyone thinks its Hemlane) collect funds first without verifying these individuals. Why have people go through a lengthy process to retrieve their funds back.

  The tenant's bank in question is saying that it takes ***** days for them to conclude their investigation, so that means I have to wait 90 days to get my rent? Is that the way a business should operate? I do not think so and can only imagine if this happened with a landlord with ***** units and how this issue would affect their cashflow.

  Also, how come we are unable to get anyone on the phone? This is a shady business that needs to be thoroughly investigated

  Sincerely,
  
  *********************************

• Initial Complaint

  Date:05/08/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 21686346
  
  I am rejecting this response because:

  This issue remains unresolved and my questions have not been directly answered. There are two maintenance requests involved: one includes photos of completed work, while the other shows no evidence of any work performed, lacking both photos and diagnostic reports. If there were any pauses in my rent payments, I should have received clear notifications, which I might have misplaced. However, upon inquiry, they were unable to provide any.

   

  Additionally, I have a recording of their employee acknowledging their mistakes. Despite placing over 10 calls this week and being told repeatedly that the issue is with management, no one from operations has returned my calls. ******* is amazing. But shes limited.  It's now Friday, and I am behind on all my bills. I seem to be the only one taking any action, and it is frustrating that it's taking so long to address these issues.
  
  Sincerely,
  
  *********************

  justly retained, to mitigate the severe financial hardship inflicted upon me by your company.This issue requires immediate attention, and I expect a detailed response by [insert date], outlining your plan to rectify this severe oversight. Should this matter not be resolved promptly and satisfactorily, I am prepared to pursue further legal actions.

  Business Response

  Date: 05/10/2024

  Hello **,
  
  
  I'm sorry to hear about your experience with Hemlane. You have chosen the Complete package at Hemlane, that includes Full Repair Coordination, where amongst other features, Hemlane also pays your vendors using a one-time credit card and directly bills you, matching the pre-set Threshold you set up in your account.
  
  
  When we make payment to vendors, Hemlane will send the owner an invoice and charge the bank account the owner pre-authorized Hemlane to use for paying vendors. When the invoice payment fails, Hemlane will reach out to the owner directly to rectify the payment and pay off their overdue balance. Upon reviewing your account, there are past due Maintenance and Repair invoices that are still unpaid. Once the outstanding invoices are paid, payouts will process quickly. Hemlane partners with Stripe as our payment processor and any account with past due invoices cannot have payouts until the unpaid invoices are paid.
  
  
  Our teams have included a breakdown of the communication for each maintenance request, and our attempts to notify you of your outstanding balance, per your request. Once your account is paid and no longer past due, payouts will resume by our payment processor, Stripe.
  
  
  We hope with the above explanation, the email communication from our teams, the email communication from our CEO, and the provided documents showing we gave prior notice to your outstanding balance (as well as the transactions available within your Hemlane account for review and payment at any time), you'll consider removing your review.
  
  Sincerely,
  ***********************
  Director of Customer Success & Business Operations
  Hemlane
  

  Business Response

  Date: 05/23/2024

  Hello TJ,
  
  Thank you for your reply.
  
  In our original document, our team provided the clear evidence of each maintenance request, our legal terms agreed by you, and the evidence of alerting you of each request.
  
  Since both outstanding maintenance payments have been paid by you and have been completed, your account no longer has a negative balance and our partners have reiniated deposits to your account, that I have confirmed have been paid out. To protect your privacy and follow our internal security protocols, we are unable to include the proof of payouts on this form, but are happy to share with you the confirmation from each payout to your account.
  As of now, it seems like this issue has been resolved and your original complaint on the BBB is resolved.
  
  Should you have further concerns, or require further confirmation, you can reach out to our team at **********************************, or by phoning ************** (Monday - Friday from 9am - 5pm PT).

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21686346
  
  I am rejecting this response because:

  
  Their response is inaccurate and misleading.
  
  Firstly, I was charged for a maintenance request without any proof of completed work. There was no documentation provided to verify that the maintenance technician visited my property or performed any tasks. The only evidence offered was Hemlane's assertion, which is insufficient and unsubstantiated.
  
  During a phone call with ******* from Hemlane, it was mentioned that the kitchen light had been fixed. However, there has been no evidence or confirmation to suggest that any work was done on the kitchen light. Despite my requests for verification, I have received none, leaving me to conclude that this claim is false.
  
  Moreover, Hemlane forced me into paying for the maintenance request under duress. Their approach was unprofessional and aggressive, bordering on bullying. This kind of behavior is unacceptable and raises serious concerns about their business practices.
  
  I have also filed a claim with my bank and FTC, regarding this issue. I currently have another maintenance request that has been open for over a month with no resolution. This lack of responsiveness and accountability from Hemlane is unacceptable.
  
  Given these points, I stand by my original complaint. Hemlane's handling of maintenance requests and their customer service practices are deeply flawed, and I urge the Better Business Bureau to take appropriate action.
  
  Thank you for your attention to this matter.
  
  
  Sincerely,
  
  Tj

• Initial Complaint

  Date:04/28/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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. ***** has assured me once this is completed she delete my account and follow up with an email once completed later this week. 

  I appreciate their swift response to this matter and once that final action is complete our business will be concluded and satisfied in full.

  Sincerely,
  *****************************

  't get it, both of those payments should have failed. I request these funds be returned to the bank account they were drafted from and my business with this website concluded. Once finished I would like all my sensitive personal information removed from your systems as well. I have attached screenshots of the correspondences and a screenshot of the call I made to Hemlane to resolve this issue. Please advise what is needed to resolve this issue, thank you for your help!

  Business Response

  Date: 05/07/2024

  Hey BBB,
  
  Lacey here from the Hemlane team.
  
  I just wanted to advise that I have personally worked through this matter with ******. To date, we have conferred on a path forward and have also initiated the issuance of his payments back to his payment account used. These 2 refunds in the amount of $210 + $210 are presently in transit to ******'s bank account. I will also be overseeing his account deletion as well. 
  

  With this information, we were hoping that this BBB complaint could be removed as we have resolved the issue with ******. 
  
  I have attached screenshots of the most recent communications via email to ****** from, April 30th, 2024 to May 6th, 2024.

  In addition, we have spoken on the phone a multitude of times in reference to this matter so we can ensure he is best supported. 
  

  Thank you so much for your time regarding this matter. We will be sure to continue to best support ******. 
  *************************
  Hemlane | Customer Success Lead 
  Phone: ************
  

• Initial Complaint

  Date:09/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 20592034
  
  I am rejecting this response because:

  
  Complaint: 20592034
  
  The primary issue with this account has been that I am the payor, it is my business credit card that Hemlane has on file, but their correspondence about this account have been addressed to an email that I cannot access.  I have made several phone calls and attempts at ironing out this access issue since the account was opened.  I was forced to correspond by phone rather than email because of the very issue at hand, because of this, there is not a complete record of our correspondance. 
  Initially, when the account was opened, **** was able to access the account. However, very soon after the Hemlane account was established her business assistant company, "assistproservices," was closed and I no longer had access to **** or her assistpro email.  Hemlane had my correct email, allwayslearning@hushmail, on record and at one point I was told that this issue had been resolved. After that, Hemlane sent some of thier correspondence to allwayslearning@hushmail, but not all of them.  
  
  Although they understood that I was the business owner and the person responsible for the billing credit card, and they understood that I did not have full access to the account, they continued to send critical correspondence about this account to the wrong email address.  Even in their letter contesting my complaint, this week, they provide evidence that they continue to this day to correspond with an email that I cannot access.  Even with all of this trouble, Hemlane has never changed the email address where they acknowledge billing me as the primary account holder.  Therefore I have been continually billed on an account that I have been unable to operate and unable to cancel for at least two years. 
  
  Please note that at one point in the correspondance included here, I was told that Hemlane could not cancel my account however, this week, Hemlane claims to have done just that. 
  I am not convinced that this is actually over yet.
  
  I will not accept a $528 dollar credit with Hemlane as they have proven to be extremely difficult to work with.  I would like $528 credited back to my billing credit card or I will accept a check from Hemlane addressed to 
  ***********************
  7311 ********************, *****, ** 74136

  Sincerely,
  
  ***********************

  Business Response

  Date: 09/13/2023

  Dear Better Business Bureau, 

  it has been brought to our attention of a claim of fraud against Hemlane from a user known to **********************. To begin, Hemlane is a ******************* Software that assists property managers with managing their rentals by handiling rent collection, maintenance and repair services, and communication with tenants and managers. Hemlane offers a monthly subscription for it's customers that can be cancelled at anytime. This user has been provided with comprehensive instructions on multiple occasions on how to cancel their subscription, and failed to make any action on the instructions provided by Hemlane. Due to Hemlane's internal security processes, and given the industry we work in, any cancellations must be actioned by the user directly, and cannot be done by emailing our team. We can only provide guidance on how to cancel subscription. Further more, section 2.6 of Hemlane's Legal terms (that was accepted by the user) states "We do not refund for the lack of usage or dissatisfaction. When you cancel, you can continue to enjoy the Services through the end of your billing cycle". We work like any other major subscription service such as ******* or Amazon Prime, where you can cancel anytime and enjoy services until your billing cycle ends.

  I have attached a document stating our case further, and providing evidence of all our claims above. 

  We continue to offer the customer a credit of $528 for the unused time on our services, and this can be used at anytime. The customer was all informed of this prior to the BBB complaint. 

  I hope we can have this review removed as claims of fraud is completely false and a lie. The user was provided steps on how to cancel their account, and received multiple emails when their subscription had problems. They failed to act accordingly, and the reason they were continued to be charged. 

  If you have any questions, you can contact me directly at ********************************* or via call at **************. 

  We thank you for your consideration at removing this false claim from our profile.

  Business Response

  Date: 09/21/2023

  Hello Better Business Bureau,
   
  Based on our understanding, **************************** was a registered team member associated with the *************************** account and consistently had access to their Hemlane account.
   
  It's important to note that there have been no recorded phone calls made by *****. Our system meticulously maintains records, ensuring thorough tracking of all inbound and outbound phone communications.
   
  ***** was the one to add the business card into the *************************** Hemlane account, therefore correspondence regarding this matter would have gone to the *************************** email as this email was the one liable for the subscription as this was the account ***** added the business card into. We would have had no way of knowing that this card did not belong to ****, due to the fact that this card was added into this account. 
   
  ***** was responsible for adding the business card to the Hemlane account linked to ***************************. Consequently, any correspondence related to this matter would have naturally been directed to the *************************** email address, as it was the one associated with the subscription. This arrangement stemmed from the fact that ***** added the business card to this specific account. Unfortunately, there was no discernible way for us to determine that the card did not actually belong to ****, given that it was integrated into this particular account.
   
  We are still willing to offer a credit of $528 for ***** to use at her convenience within Hemlane.
   
   If you have any questions, you can contact me directly at ********************************* or via call at **************. 

• Initial Complaint

  Date:01/12/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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.

  The Company went above and beyond to make sure I was happy. I was contacted by one of it's owners was very satisfied. They are great with the customer service and almost felt bad about making the complaint. I decided to stay with the company for basic service. Thanks!
  
  Sincerely,
  
  *********************************

  mes and I see why. I asked a lot of questions and they didn't want to be up front knowing I would downgrade my service and change my mind about their one-time fee service.It is not a one-time fee because you are required to upgrade to their top service in order to even get the misleading service.***** refused any type of nogoiating with my refund after she purposely lacked communication for the purposes of keeping locked in this what I call a scam for people who don't know any better. I even agreed to keep the basic service if they refund my money. lol. That shows me they get a lot of cancelations and refunds. They ignored me after they see I was wise to what was going on and starting sending my calls to voicemail systems. SCAM ALERT! Make sure you find someone to communicate with your tenant directly because they are concerned with you payments and not getting your home safely rented.

  Business Response

  Date: 01/26/2023

  Hi *********,

  
  This is ***********************, I'm the Director of Customer Success at **********************. Both myself, along with my team member ******, have been corresponding with you regarding your experience with Hemlane. We're extremely sorry we did not provide the fantastic experience we strive to provide with our software.

  
  As per our email and phone conversations, your requested refund has been processed and completed. I assure you many of us, including myself, have reviewed your experience with our teams and we will continue to improve, using your feedback so that others do not experience the same experiences you did.

  
  You had mentioned on a call that you would remove this review after your desired outcome of a refund was fulfilled. Please do not hesitate to reach out to me directly should you have any further questions or concerns. I texted you personally yesterday from ************ which you can reply to, you can also reach me via email at ***********************************.

  
  Again, we're very sorry for the less than ****************** with our platform but we greatly appreciate your feedback so that we may improve our offerings.
  
  *********;*******
  
  Director of Customer Success
  ************
  ***********************************
  

• Initial Complaint

  Date:09/07/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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.
  
  Sincerely,
  
  ******************************

  Business Response

  Date: 09/09/2022

  Hi *******,

  Thank you so much for providing us this feedback. We are deeply sorry for the inconvenience this has caused.

  When users would like to switch from annual to monthly subscriptions, we require them to reach out to our support team for assistance so that any appropriate credits may be applied from the payment made previously. We understand this can sometimes cause frustration, and we have passed your feedback on to our product team in hopes that we may find a better solution for this down the road.

  I took a look at your account, and I have reviewed the correspondence you have had with our team, and it looks as though you've spoken with a member of our team and they will be processing the refund in full as soon as the payment clears successfully. As of today, that payment is still pending, however it should clear in the next few days. Once it has successfully processed, a member of my team will refund you your payment in full. This should show up in your account within **** business days.

  Once again, I am deeply sorry for the inconvenience this caused, and we so appreciate your feedback.

  ***********************
  Operations Manager