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:05/06/2024

  Type:Product 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.

  On 5/3/24 my bank account was charged with a yearly subscription to ************* for $132.00.I contacted the business saying I didnt want to have my subscription renewed for another year and said I didnt remember signing up for another year. I also said I didnt get advanced warning my subscription was coming up for renewal which would have given me a chance to cancel it. I asked for a refund.Their response was: Hello (my name),Hope this message finds you well.I wanted to thank you for reaching out and informing us about that.This amount corresponds to the renewal of your subscription with us.As outlined in our agreed Terms of Service, subscription payments are non-refundable. With that being said, we are unable to process a refund for this transaction. We understand the importance of clarity regarding our policies and aim to ensure transparency in all our communications.If you have any questions or concerns regarding your subscription or payment, please don't hesitate to reach out to our customer support team. We're here to assist you in any way we can.Thank you for your understanding.I emailed them back saying I feel this seemed suspicious (they were not transparent enough to me about taking money from me w/o my advanced knowledge). Even if I had accidentally signed up for another years subscription I should have received an email beforehand giving me that information (I did not receive an email about the new subscription coming up until after they charged my account).Thank you.

  Business Response

  Date: 05/08/2024

  Dear BBB Representative,
  
  We appreciate the opportunity to address the concerns raised by *************************** regarding their recent subscription renewal with *************. Please find our response below.
  
  After conducting a thorough investigation into the matter, we have found that a reminder email was sent to ************************;one week prior to the renewal date, in accordance with our standard procedures. While we understand ******************************* claim of not receiving this reminder, we assure you that our records indicate its dispatch.Furthermore, it's important to note that this renewal marks the second consecutive year of ******************************* subscription with us. Throughout this period, the renewal date has consistently been accessible within their account section on our platform. We are committed to maintaining transparency and accessibility of such information for all our users.As a small developing startup, we operate within the constraints of our resources and business model. Unfortunately, we are unable to accommodate ******************************* request for a refund, as per our Terms of Service which stipulate that subscription payments are non-refundable. However, we remain dedicated to providing ************************;with continued access to our platform and services for the duration of the subscription period they have already paid for.We thank you for your attention to this matter and appreciate your assistance in facilitating communication between ************* and ***************************. Should you require any further information or clarification, please do not hesitate to contact us directly.
  
  Sincerely,
  
  *****************************
  CEO & CoFounder *************

  Customer Answer

  Date: 05/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I did not receive a refund from the business despite not receiving an advanced email alerting me my ArtPlacer account was being renewed and my checking account would be charged $130.

  I went back thoroughly and saw I received various other emails from ArtPlacer but not that one email. It seems suspicious that it was the only email I couldnt find.

  I will not pursue this matter any further, but I am not happy with the outcome and think as a business they should strive for better customer relationships, and this could have been a simple fix on their end  (refund and customer is happy).

  Thank you.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 06/27/2024

  Dear BBB responsible,
  Thank you for your follow-up email regarding the additional concerns raised by ******************************* in reference to complaint ID# ********.
  
  We appreciate the opportunity to address this matter once again. Our previous response to ************************ complaint remains final. The reminder email about the subscription renewal was indeed sent in a timely manner to the email address on file. We understand that ******************** may have missed this particular email among others received from ArtPlacer, but we can confirm that the notification was dispatched as per our standard procedures.
  
  For ************************ reference and to assist in closing this matter, we are prepared to provide a copy of the renewal reminder email. However, we are unable to offer a refund as the renewal process was carried out correctly on our end.
  
  We strive to maintain positive customer relationships and regret any dissatisfaction caused. Please let us know if you require any further information or documentation from our side.
  
  Thank you for your understanding.
  
  Sincerely,
  *****************************