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Complaint Details

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Initial Complaint
02/28/2023
Complaint Type:
Product Issues
Status:
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.
I cancelled ************ January 2023 soon after I had subscribed to it. I just didn't feel it was worth the money I checked my credit card today and had been charged $9.99 as oh February 17, 2023 even though the screenshot I have said that the cancellation was successful. I put in a ticket requesting that they refund my money and have yet to hear back.I am currently speaking with my credit card company to have them handle this matter.
Business response
02/28/2023
To whom it may concern,

On January 17th, *************************** signed up for a Book Bolt account and added her Mastercard to the account. She then canceled this account around an hour later.

9 Minutes after she canceled her account, she added a different Mastercard to the account and selected a Book Bolt Subscription which then took effect. Stephanies Book Bolt subscription went through January and February and she has set the account to cancel at the end of the billing period.

When an account is canceled, the customer is allowed to use the account until the end of the billing period and will not be charged again.
Customer response
02/28/2023

Complaint: 19511271

I am rejecting this response because: I Cancelled this subscription in ******* just like they stated. I DID Not Renew the subscription and I DID Not add a new credit card!!!!! They billed me after the free trial period ended for ******* through February 17th, I had cancelled a little after the Trial Period , so I paid for ******* -February 17th even though I had cancelled . I should not have been charged on February 17th through March 17th, When I cancelled this service in *******. I have contacted my credit card company in regards to this matter.

Sincerely,

***************************
Business response
03/07/2023
Who Whom it May **************** As we explained previously, *************************** signed up for an account in January of 2023 and added a credit card. She then canceled this trial and removed her card. She then added her credit card back and started her monthly subscription,**************** monthly unless canceled in the previous billing period.

As you can see from the screenshot, the server logs clearly show that *************************** did exactly what we described in our last correspondence.

Her account is set to cancel at the end of the billing period and will no longer be charged.

Thank you,
Book Bolt
Initial Complaint
02/18/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I first noticed a charge back in December. I had been getting charged **** since October. During that same time I had my iPhone stolen and ever since I've had to reach out to all these companies to close whatever account I'm attached to that was not made by myself. Was told account would be closed and would be reimbursed for the 2 months charged. I've never used the account ever. As I've stated before I have no access information to even get into the account to do anything and would like money to stop being stolen from my account. If there has been activities on this account I would like it traced so I can file charges for fraud.
Business response
02/21/2023
To Whom It May ********

************************* reached out to the Book Bolt Help Desk on 2/17/23 stating that she called months ago when she saw charges on her account and that she was told 2 months would be reimbursed.

Book Bolt handles all support through email as well as the Book Bolt Help Desk,so whoever she called and spoke to was not Book Bolt LLC.

Furthermore, ************************* states that her iphone was stolen and that she has been charged since October, but our records indicate that she created an account more than a year ago in February of 2022.

As explained from the Book Bolt Help Desk, her account has been canceled and the last month has been refunded. Book Bolts terms of service state that the customer must cancel their account prior to any charges, but the support team made an exception issuing the last charge refund for this customer.

As Book Bolt is a subscription-based software with overhead expenses each and every month, Book Bolt is unable to provide further refunds for services rendered as it is the customers responsibility to manage their account.
Initial Complaint
12/27/2022
Complaint Type:
Billing Issues
Status:
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.
Like all the other complaints: they make money by getting you into a subscription model and then not refunding your money.Several issues with that is their copy and sign up process is misleading. They say that the credit card is for verification only. Then proceed to use for the subscription fees.There is no acknowledgment or affirmative taken from sign up that says Ill be auto enrolled into the subscription program afterwards.
Business response
12/28/2022
To Whom It May ********

Book Bolt is a software company that provides a 3 day trial to make sure that our software is a good fit for the customers business before any charge occurs.

When signing up for the 3 day free trial, customers must first agree to the terms of service which state this before they get to the card verification page. The registering page clearly states:
We use Stripe as our payment processor. Your payment information is used for account verification purposes only. You won't be charged during your free trial period!

Book Bolts terms of service state that the customer must cancel their account prior to any charges being made.

Book Bolt LLC
Customer response
12/28/2022

Complaint: 18647692

I am rejecting this response because: intention isnt clear on the website. It clearly says that the credit card is being used to verify the account only. At no point are users opting into an auto subscription service. You can get to a join now/registration page without selecting a plan (logging in/ and then saying register).

Website is misleading regardless or the constant argument from the company. There are 4-6 complaints here that state the same/similar response to this auto subscription service and the company has made no change to the website. Clearly just trying to scrap up a few dollars from it. Distasteful business practice

Sincerely,

**************
Business response
01/11/2023
To whom it may concern,

During a signup for the trial, the form will not allow you to enter in card info unless you have accepted the terms of service and privacy policy where this is clearly laid out.

Once a user get to the second page of the registration process, the text is clear that no one will be charged during their free trial.

Book Bolt is a subscription service and the customer on trial is responsible for managing their subscription.
Book Bolt
Initial Complaint
12/04/2022
Complaint Type:
Product Issues
Status:
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.
I signed up for the free 3 day trial of Book Bolt on 11/20/2022. After looking through the site I decided it was not a service for me. I promptly cancelled the subscription the same day. I have a screen shot that shows the subscription cancellation was successful and is dated 11/20/2022 in the upper left hand corner. BookBolt's website states that NO charges are made until AFTER the 3 day free trial, however, Bookbolt charged my card on 11/20/2022. When I requested a refund of the subscription cost in the amount of $39.99, BookBolt stated that they would only prorate the refund as I cancelled after the subscription charge occurred. They totally disregarded the fact that they improperly charged my card counter to their own policy. From their website - "We provide everyone a free 3 day trial so they can make sure that Book Bolt is the right for their business before any money exchanges hands." I attempted to resolve the issue directly with Book Bolt but they stubbornly refuse to acknowledge that they charged my card BEFORE the 3 day free trail was completed.
Business response
12/05/2022
To Whom It May ********

Book Bolt is a software company that provides a 3 day trial to make sure that our software is a good fit for the customers business before any change occurs.

On November 20th, ******************************* signed up for a 3 day trial with Book Bolt on the monthly pro subscription.

That same day while she was on the 3 day trial without any charge going through, she opted to take a Black Friday deal that Book Bolt was running, which charged her card (as this promotion is time sensitive). Upgrades for promotions are displayed inside of the software and the user must confirm that they will be charged if they take the upgrade. ******************************* clicked on the UPGRADE ME button, and then proceeded to click on the Yes, Im sure I want the upgrade button as confirmation.

******************************* then waited 13 days to put in a help ticket with Book Bolts support team where it was explained that they have issued a pro-rated refund since the account was active during that time period.

Book Bolts terms of service state that the customer must cancel their account prior to any charges, but the support team made an exception issuing the pro-rated refund for this customer.

********************** LLC
Customer response
12/05/2022

Complaint: 18521414

I am rejecting this response because that is not how I signed up. I understand that this business does not wish to adhere to their own policies. That's fine. Although I've rejected their response, please close this report out. It is sufficient that my experience is part of the public record. Hopefully my experience will be helpful to others.

Sincerely,

*******************************
Initial Complaint
11/09/2022
Complaint Type:
Billing Issues
Status:
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.
Book Bolt attempts to charge my credit card everyday even though I closed my account.
Business response
11/10/2022
To Whom It May ********

Book Bolt is a software company that provides a 3 day trial to make sure that our software is a good fit for the customers business before any charge occurs.

There has been no charge on this account since November 1st of 2021.

When a customer cancels their account, there is never another charge attempt,which was never done in this case. Instead, they removed their card from file without clicking the red cancel subscription button. After the charge failed,the account was automatically closed.

Book Bolt LLC
Initial Complaint
10/19/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I have tried using different browsers and also trying to use incognito mode now. It is is just circling and getting stuck. Is this normal. It downloads only one page or the cover over and over again.When I am downloading the entire project I go to project to download and I am trying it in both formats in RGB and CMYK?I have even tried to do it by page down load and tried to do it in RGB and CMYK it is just queuing and circling I have been at this for hours. It is doing the same thing over and over...I am so frustrated I have watched all the videos and no one is addressing this issue. I have even left a comment on your ******** and this is a common issues and I don't understand how and why this is happening unless this is a scam and you really cant down load a project.Known issue according to their ******** post of not downloading the book. I have tried different browswers and incognito. My book will not download its like holding my work hostage. I am paying for the service and it is not working. Does the new or old design studio have something to do with it I do not know? I even shortened the book because I originally made the book for 150 pages and went over to 156 pages after I added the work cited and author pages. I went back and deleted pages to get it to 150 pages. I even cloned the book and tried to print it from the clone. Nothing is working.I do not want to download 1 page of 150 pages 1 at time and merge all the pages in adobe reader that will take me hours I thought this would simplify my work and this has created extra work. Can you please give me a number to call or a live person. I am so frustrated I have been doing this for 7 days and no resolved method is only or available. I need help help help. I have Canva and use it all the time. I cant figure out why this is not working. I have used over 20 hours and this is a gimmick or something.
Business response
10/20/2022
To Whom It May Concern,

Book Bolt offers a 3 day trial for all new customers to ensure that we are a good fir for their business.

If you are running into any issues with the software, we have a dedicated help desk where you can submit your questions here: https://helpdesk.bookbolt.io/ or you can email us directly at ******************************* and someone will be back with you shortly.
Thank you,
Book Bolt LLC
Initial Complaint
09/14/2022
Complaint Type:
Billing Issues
Status:
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.
My minor son who is 14years old setup a book bolt account in ***** 2022. He utilized the account for 2 weeks and then was under the impression he had successfully cancelled the subscription. The account was not in use after the 2 weeks and was dormant thereafter. I happened to be looking at my credit card statements and noticed I had been charged for the months of *****, May, June and July. ***** is fine since my son had used the account for that month. The account was not in use and dormant for the remaining months (May, June and July $21.06 + $21.34 + $21.14= $63.54) and should not have been charged and services were not used at all. The only way to contact them is through email which I had done but they said the account has been cancelled they cannot issue a refund. When emailed the company back to inquire if I provide the credit card number if they could refund the money but they have not responded my many many attempts. I am unable to get a hold of anyone at Book Bolt since there is no phone number associated with this business. It seems that without a phone number the company can choose to ignore and refuse to communicate any customer questions or concerns and since they cannot be contacted there is no way of making them accountable to answer your questions or inquiries. I have emailed numerous times only to be ignored with no response. I dont know what else to do.
Business response
09/15/2022
To Whom It May ********

On 8/26/22 ************** reached out to the Book Bolt support desk about their account.

At this point,the account had already been canceled and there were no further charges on the account as the last one had occurred on July 6th of 2022 for the monthly pro subscription. The Book Bolt support team responded to the ticket within the same day.

Book Bolt provides a 3 day free trial to everyone to ensure that it is a good fit for their business, and they must agree to the terms of service before gaining access to their account: https://bookbolt.io/terms-of-service/.The TOS outlines that a customer must cancel their account within 24 hours of the billing period to not be charged.

As Book Bolt is a subscription-based software with overhead expenses each and every month, Book Bolt is unable to provide refunds for services rendered as it is the customers responsibility to manage their account.

Book Bolt LLC
Customer response
09/16/2022

Complaint: 18027883

I am rejecting this response because:
The transaction was completed by a minor without my consent or knowledge. I did not sign up for this service.

Sincerely,

*********************
Business response
10/03/2022
To Whom It May ************************ mentioned in our reply, Book Bolt provides a 3 day free trial to everyone to ensure that it is a good fit for their business, and they must agree to the terms of service before gaining access to their account: https://bookbolt.io/terms-of-service/. The *** outlines that a customer must cancel their account within 24 hours of the billing period to not be charged and that the customer is responsible for their account.

As Book Bolt is a subscription-based software with overhead expenses each and every month, Book Bolt is unable to provide refunds for services rendered as it is the customers responsibility to manage their account.

Book Bolt LLC
Initial Complaint
08/26/2022
Complaint Type:
Product Issues
Status:
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.
In June of 2021, I signed up for Book Bolts services. I paid for the use of their templates, which I never used beyond testing. A year goes by and I forget about Book Bolt. I received no calls or emails from Book Bolt. NO COMMUNICATION for a year. And then an unauthorized charge popped up on my credit card on 7/29/2022 from BOOK BOLT LLC for $59.99! I immediately disputed the charge with my bank, but they wanted additional info I was not able to provide as I had NO way of contacting Book Bolt, nor had any ability to login! Book Bolt provided info to my bank, including an email (bookboltsoftware at gmail) but no phone number. I sent them an email and have heard nothing from them.I am furious they charged my credit card. I had no interest in "renewing" my service. I want to be refunded immediately.
Business response
08/28/2022
To Whom It May ********

On July ****************************************** signed up for a 3 day trial for Book Bolt. Book Bolt offers a 3 day trial for all accounts to make sure that our software is a good fit for our customers businesses. After the 3 day trial was complete, the subscription for her discounted 6 month subscription started on July 28th 2021. 6 Months later, she was billed again on January 28th of 2021 for renewal of her 6 month subscription and 6 months after that, on July 28th 2022, her 6 month subscription was renewed again.

On 8/24/2022, ********************* sent an email to Book Bolt stating that she was contesting this last charge because it was unauthorized. A day later, on 8/25/2022,a Book Bolt representative responded to her email stating that she was charged for her 6 month membership to Book Bolt as it was not canceled prior to the ending of the previous billing period.
********************* has issued a dispute against this charge and the dispute is being figured out by the bank.
********************* agreed to both Book Bolts privacy policy as well as the terms of service which can be found here: https://bookbolt.io/terms-of-service/ when signing up for the service. The terms of service clearly states that a customer must terminate their plan prior to the next billing date in order to avoid being charged.
As Book Bolt is a subscription-based software with overhead expenses each and every month, Book Bolt is unable to provide refunds for services rendered as it is the customers responsibility to manage their account.

Book Bolt LLC
Customer response
08/28/2022

Complaint: 17782965

I am rejecting this response because:
Book Bolt NEVER sent me a renewal email. On August 1, 2022, I saw the $59.99 charge on my account, and I immediately disputed the charge, and tried to contact Book Bolt. On August 1st, 2022, I attempted to contact Book Bolt to contest the unauthorized charge. I was unable to find no login button or company email or phone number on their website.

On August 26th, I discovered that my credit card company reinstated the charge on August 20th. I reviewed the documents Book Bolt submitted and found their email as well as an invice they stated they sent to me. I never received this invoice. A screenshot of the invoice they sent to my bank is attached.

I am disputing this charge because I was NEVER contacted by Book Bolt to renew, and had no intention of renewing any subscription. Absolutely not. They never contacted me, never called me, never emailed or mailed me any invoice.

A full refund is expected.

Sincerely,

*********************
Business response
09/14/2022
To Whom It May ***************** style="font-variant-ligatures: normal;font-variant-caps: normal;orphans: 2;widows: 2;-webkit-text-stroke-width: 0px;text-decoration-thickness: initial;text-decoration-style: initial;text-decoration-color: initial;word-spacing:0px">
As stated in our previous response, during signing up for an account, ********************* agreed to the terms of service which can be found here: https://bookbolt.io/terms-of-service/.

The terms of service clearly states that a customer must terminate their plan prior to the next billing date in order to avoid being charged.

Book Bolt is a subscription service with a 3 day free trial to make sure that our services are a good fit for a potential customers business.

There is both a login link and a customer service link for support from our home page in the top menu. All customers are provided invoices within their account for their records and it is the customers responsibility to manager their account how they see fit.

Book Bolt LLC
Initial Complaint
08/01/2022
Complaint Type:
Billing Issues
Status:
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.
In June of 2021 we signed up to use Book Bolts services which was approved. We have not been using Book Bolt.Then 2022 comes and we see we are charged $160 on our credit card -without our approval-. We have not used their services at all and did not want to renew our purchase.It is now August and we cannot get a hold of anyone at Book Bolt, there is no phone number to call and the only way to contact them is via email! We have done this six times now, with no response!!!We do not know what else to do.***************************** **************************************************************************************** ************
Business response
08/12/2022
To Whom It May Concern,

Book Bolt has been in contact with this customer through email and this has been resolved. Book Bolt handles customer service through our help desk for every customer which is displayed on our homepage.
Initial Complaint
04/20/2022
Complaint Type:
Product Issues
Status:
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.
I was initially charged $9.99 after my cancelation. I emailed their CS and was refunded and reassured that the cancelation was still secure. In February I was charged another $9.99, I emailed CS and heard nothing back. After seeing I was charged $9.99 again in March and still hearing nothing back from their CS. I emailed again advising I would seek help from BBB to resolve my issue. This charge is coming from an account that is awaiting to be closed so there are no funds in it to support any charges. I have been issued a $34.00 fee from chase Bank due to book bolt taking funds from my account after the promise of cancelation.
Business response
04/20/2022
To Whom It May ********

On 1/21/22 *********************** contacted the Book Bolt support desk about canceling her Book Bolt account. The support team responded within 24 hours that they did not see the email she used to put in a support ticket in our system and asked if she signed up with another account so that they could cancel her account.

Nirah responded with her email address and the support team followed up within 2 hours that the email that was provided to them had been closed for some time, and asked her if she had signed up for a second account under another email.

Nirah never responded to this request and there was no way to determine if another account existed without information that Nirah had.

On 4/20/22 Book Bolt located a second account under a different email and IP address associated with ***********************. This account was under the email: *********************************** account has been canceled in the Book Bolt system and the last payment refunded.

As Book Bolt is a subscription-based software with overhead expenses each and every month, Book Bolt is unable to provide further refunds for services rendered as it is the customers responsibility to manage their account.

Book Bolt LLC

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