Complaints

• Initial Complaint

  09/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This website advertises a "Free Trial" at this link (*****************************************************) and then shows a subscription to "Get Started." Which then, upon attempting to cancel, is non-refundable. This is an intentionally deceptive practice and false advertising. Their team points to non-refundable language buried in T&Cs. I would like a refund for my "free trial" and have been repeatedly denied. In addition, the company should change their customer experience to not advertise a "free trial" and then ask customers to "get started" in a way that is not, in fact, free.

  Business response

  09/24/2024

  We received a complaint regarding a refund for a purchased monthly subscription. The complainant indicated that they intended to subscribe to our Free 3-day Trial but were charged a fee.
  
  We explained to the complainant that our Free 3-day Trial does not require payment details. Unfortunately, the complainant subscribed to our Monthly plan instead. Our Operating Agreement, which users must agree to before completing a purchase, states that we offer a 14-day Money-Back Guarantee for all subscriptions except the Monthly plan. Additionally, all plans are set to auto-renew, but subscribers can turn off auto-renewal in their account settings.
  
  Our website clearly displays several links to Try It For Free. It appears the complainant clicked on Get Started instead, and purchased a subscription which lead to the subscription charge.
  
  The complainant has accused us of bait-and-switch tactics. In my 15 years of handling subscriber inquiries, this is only the second time such a concern has been raised. We take these accusations very seriously and strive to maintain transparent and ethical practices.
  
  Thank you for your attention to this matter. Please let us know if you need any further information.

  Customer response

  09/24/2024

   
  Complaint: 22275548
  
  I am rejecting this response because this was not the user flow that I experienced when interacting with the site, suggesting that the user flow has been changed after my complaint has been filed.

  Instead of getting curious about how a user could have ended up in an unwanted subscription instead of a free trial and working to address the issue and ensure the site has a great customer experience, the refusal to acknowledge or even to entertain a problem and to consider offering a refund for a mistaken subscription that was clearly unwanted, is a bad business practice.

  Please proceed with a refund for this order.

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

  Business response

  10/15/2024

  I did respond to the initial complaint online as requested.
  Unfortunately, I did not keep a copy of my response.
  
  However, I have attached again a PDF of what a potential user sees when they view our website *****************************
  
  As you can see from my attached document our website clearly indicates, in several areas, TRY I FOR FREE.
  There is only one area where a price is indicated and we request payment details for the subscription.
  
  The complaintant agreed to the terms of our Operating Agreement when she subscribed.
  Within the Terms of our Operating Agreement we indicate that our Monthly subscription is non-refundable.
  
  The complaintant agreed to the terms. If she did not, her subscription would not have been activated.
  getAbstract *** has been in business since 1999. In my 15 years with getAbstract, most of which I've been responsible for Customer Support, have I had anyone subscribe to a monthly plan when they only wanted to TRY IT FOR FREE.
  
  From my recollection, the complaintant did not contact us immediately after her purchase. When we did respond to her "concern" and she didn't like our response, she immediately threatened to report us stating fraud practices.
  
  I don't believe we would have over 10 million subscribers and been in business for over 25 years if we had fraudulent practices. 
  
  
  

  Business response

  10/15/2024

  I did want to update my reply as I re-read the complaintants response.
  I immediately looked at the "Flow" that the user would have experienced at the time, and I did not notice anything false or misleading.
  
  We have always offered a Free Trial without asking for payment information. Unlike "other" companies that offer a free trial, and then charges apply, that has never been getAbstracts practice.
  
  We pride ourselves on providing exceptional customer service and support. 
  With that being said, although the error was on the part of the complaintant, I will honor the request for a refund of the Pro Monthly subscription in the amount of $29.90.
  
  
  

*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. ↩