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Business Profile

Web Design

Yola

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/25/2024

    Type:Product Issues
    Status:
    Answered
    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.
    I had cancelled with this company over 3-4 years back. They without my authorization decided re charge my card and send me a renewal email without my authorization or consent or knowledge!!!every year!!!!! . They cannot do that. Plus to contact there department who deals with this impossible as nothing helpful is written on website. I had to dig out an email address to send an email. But only has auto reply same as was the came many years back. This highlights how unreliable this company is and how our card info maybe at risk with them. They MUST REFUND me for last 4 years ASAP. One upload is current email and other is after I cancelled 4 year back !!!

    Business Response

    Date: 03/07/2024

    The user *****************, *******************, indeed cancelled their subscriptions in 2020 but on February 25, 2021 a yearly Bronze package has been purchased manually. Yola does not make manual payments for the users so re-purchasing of the subscription on February 25, 2021 has been made by the user. ********************** doesn't monitor the accounts of the users and they're responsible for manual payments made on their end. After the manual purchase auto-renewal has been enabled as per our Terms of Service so no unauthorized charges have been made.On February 25, 2024 the user reached out to us and was assisted as per their request. We've refunded the user two last auto-renewals made in 2023 and 2024 in the amounts of CAD ***** even though the payment made in 2023 is outside of our refund policy. Unfortunately, it's technically not possible from our side to refund payments made prior to 2023.

    Customer Answer

    Date: 03/09/2024

     
    Complaint: 21344065

    I am rejecting this response because:

    This manual purchase is unknown to me. 

    Secondly auto renewal option should not be even in place, customer must opt IN. That is what is in the ******* Business Act also. Somehow making such unilateral contract amendments, renewals, and extensions without express consumer consent is against the law here. This company is in breach in my honest opinion. 
    Sincerely,

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

    Business Response

    Date: 03/12/2024

    As per our logs the purchase which re-initiated auto-renewal has been made manually via the account of the customer *****************, ******************** on February 25, 2021. If ***************** didn't make the purchase this makes the charge fraudulent and we recommend them to consult with their bank for further actions because, as listed in our communication with ***************** and in our previous reply to the complaint, we're unable to issue the refunds for the payments made in 2021 and 2022 due to our technical setup. Auto-renewals made in 2023 and 2024 were refunded.

    When ***************** created their account they've agreed to our Terms of Service (********************************************) by check-marking (opting in). Our Terms of Service (********************************************) provide all the information about the services we offer, rules of purchases and auto-renewals. Thus, ***************** consented to auto-renewal of the purchased subscriptions.

    Customer Answer

    Date: 03/12/2024

     
    Complaint: 21344065

    I am rejecting this response because:

    Sincerely,

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

Yola is NOT a BBB Accredited Business.

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