ComplaintsforGreenGeeks, LLC

• Initial Complaint

  07/26/2022

  Complaint Type:

  Problems with Product/Service

  Status:

  Answered

  More info

  The issue that I have with Green Geeks is that their business practices are not fair and based on good faith. I signed up for a three year hosting plan. Today, I noticed that it was up for renewal and money was taken off my account. I noticed right away and requested a cancellation as I will not be using this service for the next 3 years. The reply said that "Upon sign up, you agreed to the terms of services", and basically they send you an invoice 14 days before the payment date, but they expect you to cancel 5 business dates before your renewal date which is today. This is a very limited timeframe (only 5 days that they give you to work with). This is especially not reasonable especially since I am working long hours as a Health Care provider during this recent surge in Omicron cases, I missed the email and did not notice the invoice. The practice that I dislike the most is that during their "reminder email", they do not do you any favors by mentioning or reminding you of their cancellation policy that you agreed to in the terms of services. "We will attempt to renew this automatically by 2022-07-26 or please log in to your GreenGeeks account to view the invoice and pay. If you have any questions or concerns about your account, please feel free to open a support ticket from your GreenGeeks dashboard". ^That is all that it says. It is not a good practice to not remind the instructions on how to proceed with a cancellation. The worse part of this is that this is a pre-authorized auto renewal payment. You are not able to remove your payment details from this website. Initially, when I signed up 3 years ago, the amount for the same service was $106.20 USD. This time is was an auto renewal payment with $574.20 USD for the same service. I technically did not authorize this payment, but since you signed up for this service, you technically agree to their terms and allow them to bill whatever they want. There is no break down as to why the cost is so much.

  Business response

  08/15/2022

  Business Response /* (1000, 5, 2022/07/27) */ GreenGeeks apologizes for the misunderstanding that has occurred. We welcome an opportunity to work with the client towards a resolution. A review of the account shows that the client originally signed up with GreenGeeks on July 26th, 2019 for shared hosting, EcoSite Lite for a 3 year hosting term. The customer was charged a total of $106.20 USD upon signup, which was the promotional rate. The following is stated on our order form when you sign up: "All plans are prepaid and renew automatically. Promotional prices are available to new customers only and are valid for the initial term. By submitting this order, you agree to and confirm you have read our Terms of Service." By proceeding to create the account, that constitutes an agreement that the customer did indeed read the TOS and agreed to it. The customer reached out to us on August 18th, 2020 and requested to upgrade to our *********** plan. He was charged a prorated amount of $69.00. On July 12th, 2022 an email was sent to the client which stated that an invoice had been generated and and the payment was due on July 26th 2022. The invoice broke down the costs and went on to say "We will attempt to renew this automatically by 2022-07-26" As noted above, the client had 14 days to make the payment, from July 12th when the invoice was sent out to July 26th when the payment was due. When the client did not submit a cancellation request, the account was renewed at the regular rate, as per our Terms of Service. The "5 days" that the customer mentions is simply that if you decide to cancel, we require you to submit your request at least five (5) days before your renewal date so we can make sure that the account doesn't renew. That doesn't mean that you only have five (5) days to cancel. The customer contacted our Billing department yesterday and as a customer service courtesy, we provided the custome with a refund. No further monies are due at this time. Consumer Response /* (3000, 7, 2022/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Would like a full refund instead of a partial refund if possible. Or a reduced term from 3 year to 1 year on the hosting plan. Although it was outlined in the terms of service, it is something that should be made easier for reference or a reminder especially if the original sign up was more than three years ago. This policy is different from the industry standard and not as flexible as the rest. Would appreciate a gesture of a greater refund since there is no use for this hosting anymore. Thank you Business Response /* (4000, 9, 2022/08/02) */ Thank you for gettting back to us. As previouslymentioned, the customer contacted our Billing department and as a customer service courtesy, we provided the customer with a refund. No further monies are due the client at this time.

• Initial Complaint

  07/08/2022

  Complaint Type:

  Billing/Collection Issues

  Status:

  Answered

  More info

  I feel I'm being harassed by this business because they are billing me again. I was treated disrespectful when I had trouble canceling my web site. The name was wrong and they just wouldn't cancel and charged me again. I thought I had finally got them to do what I asked and simply cancel and stop charging my bank account; but, they are trying to charge my bank account again after almost a year. My ID with them is ******.

  Business response

  07/26/2022

  Business Response /* (1000, 5, 2022/07/14) */ GreenGeeks apologizes for the misunderstanding that has occurred. We welcome an opportunity to work with the client towards a resolution. In reviewing the clients account, we see the hosting service was terminated on June 26th, 2020 via Cancellation Request #*****. The client received a refund of $92.25 at that time. Additionally, the clients domain service was cancelled on July 8th, 2022, three (3) days before this BBB complaint was submitted. At this time, the client ha no active services with GreenGeeks and no further monies are due. We wish the client well on their hosting journey.

• Initial Complaint

  06/09/2022

  Complaint Type:

  Problems with Product/Service

  Status:

  Resolved

  More info

  I have been a customer of GreenGeeks for some time and renewed May 10. I was laid off in recent tech layoffs and have been relying on my online website and email -- which I have hosted at GreenGeeks -- during my job search. This week I learned that the email I had set up through my domain was sending bounceback messages to employers who were reaching out for interviews; I had two potential employers reach out to me on LinkedIn to let me know that they were getting bounceback messages from my domain email. I reached out to support immediately and chatted with a support tech to let him know of the issue. He did nothing to resolve during the chat and actually did not set up a support ticket, which I was unaware of.....I had emphasized how critical it was that my email issue was fixed. So, still having the problem, I reached out the next day, and learned from THAT support agent that the initial support tech had done nothing, not even a support ticket. This time a ticket was opened and I was assured that my email was fine and fixed. It was not......I tested the email and got bouncebacks. So over the subsequent days I continued to call / chat / email tech support, always with the assurance that nothing was wrong despite me sending on the bounceback messages for them. Nobody helped. Finally, on Friday evening, I tried AGAIN and got through to someone who forwarded my concern to tier two, and I forwarded another bounceback to them. The error was something that I needed to fix and took literally two minutes to do so, but it took days to get anyone to look into my issue or to even open a ticket in the first place! It was the worst experience I've had with tech support during the worst possible time. I have sent out hundreds of applications and cannot know how many additional opportunities I have missed during my pleas for tech support to help me, and ultimately it was a quick and simple fix which would have been easily identified by someone on tier two

  Business response

  07/21/2022

  Business Response /* (1000, 10, 2022/07/11) */ GreenGeeks apologizes for the misunderstanding that has occurred. We welcome an opportunity to work with the client towards a resolution. A review of the account shows that the client originally signed up with GreenGeeks on May 24th, 2017 for EcoSite Starter hosting plan - *************** for an annual billing term. The client reached out to GreenGeeks on June 6th, 2022 and stated that their email was bouncing back. We looked in the server logs and found that the bounce backs were because the client had too many characters in their flier. We advised that only 1024 characters or less should be used. The client once again contacted GreenGeeks on June 6th, 2022 to explain that their email was getting a 'failed to be delivered' error. We checked the email address in question and found out that its SPF and DKIM was in error. We fixed it for her, although we have a tutorial in our Support KnowledgeBase that explains how to do it:. https://www.greengeeks.com/support/article/using-the-email-deliverability-tools-in-cpanel/ While we understand that the client is requesting a refund, the money back guarantee is only available within the first 30 days of your Green Geeks account. Quarterly, one, two, and three-year accounts that are beyond the 30 day trial period are not eligible for a refund, as stated in the Terms of Service the client agreed to upon signup. We are sorry to hear that the client wishes to cancel, however we have to receive the formal cancellation request which is done online at www.GreenGeeks.com/cancel. Consumer Response /* (3000, 12, 2022/07/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have cancelled per their instructions and I want the remaining balance on my account REFUNDED. Business Response /* (4000, 14, 2022/07/15) */ While we understand that the client is requesting a refund, as previously explained,the money back guarantee is only available within the first 30 days of your Green Geeks account. Quarterly, one, two, and three-year accounts that are beyond the 30 day trial period are not eligible for a refund, as stated in the Terms of Service the client agreed to upon signup. As a one time exception we have granted the client a partial refund of $83.23. No further monies are due. Consumer Response /* (4200, 16, 2022/07/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will accept this resolution once the money has been refunded to my paypal account. Consumer Response /* (2000, 18, 2022/07/21) */ I got it! It posted to my Paypal account today. : ) Happy to close out the claim, however you would like. THANK YOU for the time and help you've given me! 07/19/2022

• Initial Complaint

  04/21/2022

  Complaint Type:

  Problems with Product/Service

  Status:

  Answered

  More info

  A third-party company sent a complaint notification to ************* about a page under my website that they think is a spam website. The subject website is only a simple blogsite that provides general information on retirement to the readers. The site even have notes that tell reader this is not a government site. Greengeeks suspended and terminated my hosting without conducting any proper fact find with me. It also terminated other websites that are hosted under the same account. They couldn't tell me which violation of their term. The responses were very poor. I have not lost my files and they are not giving me any opportunity for me to recoup my files before I leave their service.

  Business response

  06/23/2022

  Business Response /* (1000, 9, 2022/05/10) */ GreenGeeks apologizes for the misunderstanding that has occurred. We welcome an opportunity to work with the client towards a resolution. A review of the account shows that we received a complaint from Netcraft on behalf of the Canadian Government, stating the clients account was hosting a fraudulent website. As was explained to the client in Ticket ************** on April 21st, 2022: "As this is effectively a government takedown request, we are forced to comply to protect our network reputation. While this is unfortunate, our decision on this matter is final. We will not be reinstating your services for any reason, and will not be able to provide you with backups of your content. We wish you the best in your future hosting endeavors and hope you have a wonderful rest of your day." Nothing further is owed to the client at this time.

• Initial Complaint

  03/20/2022

  Complaint Type:

  Billing/Collection Issues

  Status:

  Answered

  More info

  March 7, 2022 I received an invoice from Green Geeks. I opened a ticket within GG to let them know I was cancelling my account and not to process payment. I received an email the next day and while I was busy didn't read it in its entirety. Basically, it was offering me a better deal. Since I didn't want to renew, I didn't finish reading, nor did I respond to it. March 20, 2022, I received yet another email stating they had processed my payment. I called GG's and they told me I was required to respond to the last email or else I was agreeing to have the invoice paid. I did not cancel to open up negotiations. I cancelled because I had not used the product in the entire year and didn't need it. I want my money back. My original email with the invoice didn't say anything about negotiations and I didn't ask nor agree to enter into any. Their business practice is not in their customers best interests.

  Business response

  06/24/2022

  Business Response /* (1000, 10, 2022/05/10) */ GreenGeeks apologizes for the misunderstanding that has occurred. We welcome an opportunity to work with the client towards a resolution. 3As was explained to the client, two (2) months ago on 03/30/22: The client has since filed a chargeback (Case #*********) to their credit company on March 30th, 2022 in the amount of $439.40. Had the client not filed the chargeback, we would have been able to work with them towards a satisfactory resolution. As there was a chargeback, the GreenGeeks policy is that the account gets suspended until the fraudulent chargeback is removed. If it's not settled within 30 days, accounts are terminated and the amount is sent to collections. The customer was notified viaTicket #************* on April 29th, 2022 of the following: "The services listed in your chargeback case have been terminated as a result of being unresolved for the 30 day period we outlined in our original reply. At this time your case has been closed and no further replies will be expected." We wish the client well on their future hosting endeavors.

• Initial Complaint

  02/15/2022

  Complaint Type:

  Problems with Product/Service

  Status:

  Answered

  More info

  I have tried to get this company to cancel my complete service at once. I keep getting more run around and thins they tell me to do. I just got an email stating they will cancel on due date. It appears to me they are stalling to be able to charge the card they have on file for auto renew. I can not go into the account settings to remove the card my self.

  Business response

  04/06/2022

  Business Response /* (1000, 8, 2022/03/16) */ GreenGeeks apologizes for the misunderstanding that has occurred. We welcome an opportunity to work with the client towards a resolution. A review of the account shows that all customer services have already been cancelled, the customers domain name was set to expire on it's expiry date of 2022-03-05 and is now expired. Domains cannot be cancelled immediately, as this is simply how domains work. No services on the customers account are set to renew. The credit card on file has already been removed from the account and no further auto-renew charges will take place as customer has cancelled services.

• Initial Complaint

  01/25/2022

  Complaint Type:

  Problems with Product/Service

  Status:

  Answered

  More info

  I transferred and cancelled my account with them two years ago and had not utilized their service since then, yet they billed and charged my banking institution. To make matters worse, when I called to raise the issue, it was addressed unprofessionally with the representative rudely interrupting my inquiry and screaming and at me over the phone. I informed him of his lack of professionalism and that this is second time, they have billed me when I communicated with a representative years ago that I no longer wanted to do business with them, unjust business practices and that I would be filing a formal complaint. Based on prior complaints regarding cancellation, I am not alone in my experience and sentiment. My banking institution has been made aware of this unauthorized charge and I demand full cooperation and refund.

  Business response

  06/23/2022

  Business Response /* (1000, 10, 2022/05/09) */ GreenGeeks apologizes for the misunderstanding that has occurred. We welcome an opportunity to work with the client towards a resolution. As was explained to the client, three (3) months ago on 02/11/22: The client has since filed a chargeback (Case #*********) to their credit company on February 11th, 2022 in the amount of $236.40. Had the client not filed the chargeback, we would have been able to work with them towards a satisfactory resolution. As there was a chargeback, the GreenGeeks policy is that the account gets suspended until the fraudulent chargeback is removed. If it's not settled within 30 days, accounts are terminated and the amount is sent to collections. The customer was notified via Ticket #PT-********* on March 13th, 2022 of the following: "The services listed in your chargeback case have been terminated as a result of being unresolved for the 30 day period we outlined in our original reply. At this time your case has been closed and no further replies will be expected." We wish the client well on their future hosting endeavors.

• Initial Complaint

  12/07/2021

  Complaint Type:

  Problems with Product/Service

  Status:

  Answered

  More info

  I purchased a SSL cert. a year ago. They sent me an invoice for another year but I don't need the SSL cert. anymore. They auto installed it. I asked GG to cancel this SSL, but they are refusing to refund me my money. I need that $99 back and I feel like I shouldn't pay for something I am not even using. They are basically saying "too late, we already installed it and you have to pay for it". I tried to cancel all SSL's before they installed automatically but the process is very confusing. I was charged for another SSL a year ago that never got used and they refused to refund that money as well. I let that one go, but asked them to not auto renew all the others so I wouldn't run into this again. This is the second time this has happened and I am out now $200.

  Business response

  01/05/2022

  Business Response /* (1000, 5, 2021/12/22) */ GreenGeeks apologizes for the misunderstanding that has occurred. We welcome an opportunity to work with the client towards a resolution. A review of the account shows the client originally signed up with GreenGeeks on August 26th, 2014 for a Reseller hosting plan on a monthly billing term. On the order form, it explains: "All plans are prepaid and renew automatically." Upon signup, the client had to confirm that they had read the Terms Of Service before being able to proceed with the creation of their account. The Terms of Service explain "refunds are not available for additional services such as, but not limited to domain names, dedicated IP's, SSL certificates, CDN, professional services, etc. " Upon further review of the client's account, the following emails were sent to the client: 2021-11-28 - Thank you for your payment 2021-11-15 - An invoice has been generated As noted above, there was a thirteen day window in which the client could have reached out to us to cancel the SSL certificate before it renewed. As a formal cancellation request was not received prior to the renewal date, the renewal was processed and the certificate was enabled. During the cancellation process, the client was reminded that refunds are not available on Addon services such as SSL Certificates. At which time, the client replied with a barrage of threats, including but not limited to: "You will issue a refund for AlphaSSL Wildcard or I will go to my credit card company to get this refund, plus you will lost a customer. Not to mention other customers I know that have accounts with GreenGeeks. I will be also taking this public. I do not need this SSL for this year and it should not have been auto renewed. If you are willing to lost many customers over this then so be it. I am furious and you will not hear the end of this. I will fight this until I get my $99 back." In the interest of good customer service, GreenGeeks made a one time exception and issued a 50% refund to the client. No further monies are due to the client at this time.

• Initial Complaint

  11/03/2021

  Complaint Type:

  Billing/Collection Issues

  Status:

  Answered

  More info

  I submitted a request through the dashboard on Green Geeks website requesting to cancel my service. I never recievd a repsonse instead I received a notication of invoice for another month of billing. I responsed to the email advising them a request for cancellation had been submitted. I received a response saying the never received the request and to confirm by email no later than Nov 10, 2021 to cancel the account to avoid furture billing. I immediately responsed confirming I would like to have the account cancelled. In response, they said I needed to go back into the dashboard where i previosuly submitted the cancellation request that they claimed to not have received in order for the account to be cancelled although I already confirmed by email. I then logged back into the website after being verified by their system and responded to the ticket requesting another cancellation. I was then told that was still not suffice. They try to make the cancellation process very difficult to avoid you cancelling services with them. I no longer want any services with them and they refuse to cancel my account after multiple request.

  Business response

  12/06/2021

  Business Response /* (1000, 5, 2021/11/12) */ GreenGeeks apologizes for the misunderstanding that has occurred. We welcome an opportunity to work with the client towards a resolution. A review of the account shows that the client originally signed up with GreenGeeks on July 17th, 2021 for shared hosting, EcoSite Pro for a monthly hosting term and accepted the Terms Of Service, which explains "It is the obligation of the GreenGeeks customer to know when their account comes up for renewal and if their intention is to non renew their account they must fill out the GreenGeeks cancellation form 5 business days prior to their account's renewal date to ensure that GreenGeeks billing department receives the cancellation request well in advance of the renewal date so that they can stop any renewal charges. If GreenGeeks does not receive a cancellation request prior to the customer's renewal, GreenGeeks will renew the clients' account 24 hours prior to the renewal date, and will apply charges as appropriate." The client submitted a cancellation request via Ticket ************** on November 3rd, 2021. We replied back to the client on that same ticket and explained that the only way to cancel an account is by submitting a formal cancellation request at www.GreenGeeks.com/cancel/. Instead of following our instructions and gong to greengeeks.com/cancel to submit the formal cancellation request as we advised, the client replied back to this same ticket with the following: "Cancel Account - **************. If I am billed after submitting this second request for cancellation I'll request a charge back." We once again replied to the client and reiterated the following "Thanks for getting back to us. Replying back to this ticket does not cancel your service. The only way to cancel a service with us is to submit a formal cancellation request at www.GreenGeeks.com/cancel/ You will get the options on the second page to select the service(s) that you would like to cancel." Once again, instead of following the instructions provided, the client replied back to us with "I'm not jumping through hoops to cancel an account I already told you I want to cancel and I already submitted a notification through the dashboard that you claim you can't find. I want my account cancelled and if I'm billed again I will be requesting a charge back. If you refuse to cancel the account I'll just report to BBB and others." It has never been GreenGeks policy to cancel an account via email, live chat or phone. The only way to cancel an account is done the same as signing up for an account - on our website. It was not until the following reply was sent to the client, that they finally went to our website and submitted the formal cancellation request: "As previously stated, If you wish to cancel your GreenGeeks services, please submit our online cancellation form at the following URL: https://www.greengeeks.com/cancel For the security of your account, GreenGeeks staff cannot cancel your services unless the secure cancellation form is submitted. This ensures you authorized the cancellation request and not someone else on your behalf. That being said, we cannot process a cancellation request via phone, live chat, or ticket submission. You must personally submit this request yourself for security purposes. Additionally, please be advised that this is explained on our website, and within our Terms of Service, which you agreed to upon signup. I will provide the relevant information below for your reference: https://www.greengeeks.com/support/article/if-i-want-to-cancel-my-account/ In short, if the online cancellation form is not submitted, we cannot cancel your services. Our systems do not allow us to prematurely terminate accounts in good standing for your security. If you have issues or questions or concerns regarding submitting the cancellation request, please let us know. Otherwise, we will close this ticket should you not want to renew your GreenGeeks services. Repeat replies to this ticket with requests to cancel any services or domains will be ignored as we cannot process these as explained above." Shortly after receiving the above reply, the client submitted formal cancellation request #49034 on November 3rd, 2021. The account was then scheduled to be canceled at the end of it's current period on Novembe 17th, 2021 and the following reply was sent to the client: ========== Hello , This is confirmation that we have processed your request as per the terms of service. Your requested service will be terminated at the end of the period. Should you have any questions or concerns regarding your Cancellation Request we invite you to reply back. Thank you for choosing GreenGeeks. Peter Tate ************************************************ No further monies are due to the client at this time. Consumer Response /* (3000, 7, 2021/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Peter seemed to have left out some information about what occurred. I see why Green Geeks have so many billing complaints. My initial request was submitted through their website. They never responded to my cancellation request so I emailed them. At that point in time the representative sent me the following message: (Alternately, if you still don't wish to continue service, please kindly reply back to this email before November 10th, 2021 to confirm how you wish to proceed and avoid automatic renewal. If we do not hear back from you by November 10th, 2021and the account automatically renews, a refund will not be available. Please advise how you wish to proceed.) I responded back to them requesting the account to be cancelled per their request. In response to me cancellation request I was then told that I needed to go back on the website and submit another request to cancel. Which explains my responses that Peter has provided. Business Response /* (4000, 9, 2021/11/19) */ We are sorry that you've had issues with our renewal policy. Our policies are clearly marked in our Terms of Service, on our order form, and in our Support Knowledge Base. It has never been GreenGeeks policy to cancel an account via email, live chat or phone call. Canceling an account is done the same way as creating an account - online, via our website. As per the clients request, the account has been terminated. No further monies are due to the client at this time.

• Initial Complaint

  11/01/2021

  Complaint Type:

  Problems with Product/Service

  Status:

  Answered

  More info

  GreenGeeks, LLC ran a nearly $400 charge on an account that I had reached out to cancel in mid-October 2021. They did not cancel. They ran an expired credit card under my name with an incorrect ZIP code. I don't even know how it was possible for the charge to process, but it did after they ran it twice -- on their first attempt, it failed, and on the second, it went through. When I reached out to customer service about it, they told me that they were not going to issue a refund because they'd responded to my cancellation request offering a discount and I didn't reply. This requirement -- me replying A SECOND TIME to say I wanted to cancel -- was apparently listed in the Terms of Service I agreed to when I signed up for the service three full years ago. I didn't reply because I got married in mid-late October and also, I thought it was already handled because I 1. asked them to cancel and 2. they had an expired credit card on file. I just want my money back. I don't have $400 to spend on this and they acknowledge in their message, which I've uploaded here, that I reached out and asked to cancel. Telling me the Terms of Service had an automatic renewal if I didn't respond to a second email clause is shady and dishonest. This is just not okay in any way.

  Business response

  04/18/2022

  Business Response /* (1000, 5, 2021/11/09) */ GreenGeeks apologizes for the misunderstanding that has occurred. We welcome an opportunity to work with the client towards a resolution. A review of the account shows that the client originally signed up with GreenGeeks on November 1st, 2018 for shared hosting, EcoSite Starter for a 3 year hosting term. It has never been GreenGeeks policy to accept cancellation requests via ticket, phone call or live chat. When signing up for a new account. the order form explains "By submitting this order, you agree to and confirm you have read our Terms of Service." This statement links to the Terms of Service at ************************************ , where it explains the following: "It is the obligation of the GreenGeeks' customers to know when their account comes up for renewal and, if their intention is to non-renew their account, they must fill out the GreenGeeks cancellation form 5 business days prior to their account's renewal date to ensure that the billing department can stop any renewal charges." It further goes on to explain "The 30 day money back guarantee applies only to the start date of the clients' service with GreenGeeks, and does not apply to renewals of service." As the client did not submit their cancellation request five (5) business days before the renewal date, the account automatically renewed as per the Terms of Service the client agreed to upon signup. Had the customer submitted a formal cancellation request prior to the renewal date, we would have been able to prevent the renewal of the account. However, they didn't do that, and the account automatically renewed as per the Terms of Service they agreed to. We understand the credit card on file was expired yet the charge still went through. Our billing system is an automatic system that tries to process the payment, however, it is up to your financial institution to allow it to go through or not. As they allowed it to go through, the payment was processed and the account successfully renewed. As stated on our order form when you sign up, "All plans are prepaid and renew automatically. By submitting this order, you agree to and confirm you have read our Terms of Service." We are sorry that the client had issues with our renewal policy. Our policies are clearly marked in our terms of service, on our order form, and in our Support Knowledge Base. You can cancel your account at any time. However, the money-back guarantee is only available within the first 30 days of your Green Geeks account. Quarterly, one, two, and three-year accounts that are beyond the 30 day trial period are not eligible for a refund. For your convenience, I am including an informational link: ************************************************************************** Even though the client was not eligble for a refund of their renewal fees, as a part of our effort to achieve industry leading customer satisfaction, we issued a partial refund of $383.25. to the client on November 2nd, 2021. As was previously explained, the remaining balance of $10.95 was held to cover the following expenses in accordance with our Terms of Service. The remaining balance of $10.95 was held to cover the following expenses in accordance with our Terms of Service. 1-month fee No further monies are owed to the client at this time.

*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. ↩