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:03/13/2023

  Type:Service or Repair 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.

  A little bit about the company. Wisecut is an artificial intelligence video editor. I had paid for an annual subscription for their service on Jan 30 2023. They charged me $477.69 CAN. Once I started using it I wasn't happy with their subscription as it didn't actually edit my videos properly. Their artificial intelligence features aren't that intelligent and it left me going back into the video and manually editing it which took way longer. I contacted customer service on February 8 2023 and received responses up to February 10 2023. I canceled my subscription in my account in the hopes of getting a refund but after I did that I stopped receiving any further responses. I have contacted them multiple times after that and no one has responded to me. I cant even get my account reinstated so I can use the service I paid for. I am hoping to get a refund though

  Business Response

  Date: 03/16/2023

  We would like to respond to the complaint filed by ********************* regarding her purchase of our annual Professional plan and her request for a refund.
  

  On February 8th, ************ contacted our support team to cancel her annual plan and inquire about a refund. Our response on February 10th explained our refund policy, which states that a refund can be made within 14 days of purchase if services such as created and exported projects have not been used. As ************ had used our services and created 32 projects, a full refund was not possible according to our policy. All 32 projects were created, edited, and exported completely, showing a full-circle use of our services.

  
  We also provided information about our monthly plans and offered flexibility in the refund of her annual plan if she continued with us on a monthly basis.
  However, on February 10th, ************ decided to no longer use our product and requested a refund. While we searched for a solution that would meet her needs and satisfaction, ************ contacted us through other channels on March 11th, threatening to report the incident publicly.

  
  Despite no longer being eligible for a refund according to our policy, we decided to provide ************ with a full refund for the annual plan that had already been used. We informed ************ about the refund, and she confirmed and appreciated our decision on March 13th.

  
  While we understand that refunds are an important issue for customers, we have put this policy in place to ensure that we can provide the best possible service to all our users, both paid and free. Our policy helps us to prevent abuse of our plans and services, which would ultimately harm our ability to deliver top-quality service to everyone.

   

  We are constantly striving to improve our service and keep our customers happy, and we believe that our refund policy is an important part of that effort. We do our best to be fair and transparent in our policies, and we hope that you can appreciate the reasoning behind them. You can find our cancellation and refund policy on our Wisecut Customer Agreement page.

   

  If you have any further questions or concerns, please don't hesitate to reach out to us directly at ********************************. We're always here to help.

   

  Sincerely,

  
  ***************************
  Customer Service Representative at **********************
  

  
  

  Customer Answer

  Date: 03/16/2023

   
  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,
  
  *********************