Complaints

• Initial Complaint

  12/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I opened an account and subsequently paid Ownr.co a fee of $599.00 + 299.00 to be able to open my buisness in *******. On October 10th, which was 10 days into incorporating, I requested that Ownr.co close my account with them and issue a refund due to the following reasons: 1. When asked to provide a buisness name so that the Ownr.co platform could search ***** and subsequently register that buisness name, It took 16 hours for a message to appear that the buisness name that I had selected was not approved and I would have to then pay a $30.00 fee to register a new name. I paid that fee to register a new name and again, that message appeared. I then paid another fee of $30.00 to go through the same process. I then come to find out that the initial buisness name was actually approved and I did not have to go through the process, let alone twice. 2. When working towards incorporating my business, there was no way possible for me to make any edits to the shareholders in my business, unless I paid another fee which is something not indicated on the subscriptio package I went ahead with. 3. I purchased the fully managed incorporation package as I was supposed to recieve 'unlimited support.' I have not been able to recieve a reply to my email - today making it the second day of no response. In addition, Ownr.co makes it impossible to recieve any sort of telephone support as you only have a 2 hour time frame to book and recieve a phone call. 4. Ownr.co lists a satisfaction guarantee on their site. I can tell you, I am 100% not satisfied with the lack of support recieved and the challenges I have had to go through thus far. These reasons are why I'm asking the BBB to assist me in advocating for the refund.

  Business response

  17/10/2023

  The customer purchased an ******* Provincial Incorporation through Ownr on October 1st, 2023. She submitted the request on October 3rd, and the incorporation was completed the same day. The corporation's government issued articles of incorporation were provided to the customer via her Ownr dashboard. ******** ** * ********** **** *** ****** ******** ********** **** ******* *** ******** *** ********** ************* 

  Regarding the first point of her complaint, ***** reports are neither approved nor rejected. The report simply serves to allow the incorporators the opportunity to review existing businesses and trademarks with similar names before submitting their incorporation. I am unsure why Ms. ****** was under the impression that the original name was rejected and we would happy to hear feedback on our product if anything about this process was unclear. Ownr's incorporation fees include the cost of the first ***** report, but customers are required to pay for additional ***** reports should they change the name. It is worth noting that Ownr does not make a profit on ***** reports. The entirety of the $29 fee goes directly to purchasing the ***** report, which is why we are unable to provide a refund for these transactions. The customer was asked to confirm payment before purchasing each additional ***** report. **** ** *** ***** ******* *** * ********** ** *** ******* ****** *** ******** ***** 

  Regarding her second point, shareholders can be added or edited up until the point of incorporation. Part of Ownr's service package is providing Share Issuance Documents. To make changes to shareholder after incorporation requires new documents to be drafted, and as such, we only offer this service to customers subscribed to the Managed Corporation Plan with the Shareholder Add-on. Our pricing model is clearly stated both on our pricing page: *************************** as well as on the payment page. 

  Regarding her third point, Ownr provides support via email, chat, and phone. Due to the high volume of clients, we require customers to book a call in advance. When utilizing the chat feature, Ownr support typically responds within an hour during business hours. Ms. ******'* first inquiry was responded to within 24 minutes. While we understand that to some customers, waiting this amount of time for a response is not ideal, an unfortunate reality of the number of users on our platform is that we are unable to respond to every request instantly. 

  Finally, regarding her fourth point, Ownr's satisfaction guarantee clearly states that we will refund Ownr service fees for any issues we are responsible for, but cannot refund third party processing fees: ***************************** As far as my understanding of the situation goes, Ownr has not made any mistakes with regards to Ms. ******'* incorporation. However, Ownr support still extended an offer to cancel the customer's subscription and refund her for Ownr's service fees. This goes above and beyond the Satisfaction Guarantee as stated on our platform. 

*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. ↩