2021-095 Council Resolution - Laserfiche WebLink

Home Search

A salesman came to my door offering me services for $90. I was under the impression this was a one time service. After signing the paper contract, I found out through reading the fine print on the website that this was a recurring charge, not a one time thing. When I tried to cancel, I was informed that since it was past 24hrs of me signing, and I would be breaking the contract. I feel as though I was scammed. Response 06/14/2021 We'd really appreciate a call or email from this customer so we can get more feedback and investigate his concerns further, our goal is always to part ways on good terms - just call and ask for There was a $210.00 discount given to the customer on their initial flushout service in exchange for signing up for a year's worth of service, the customer requested to cancel about 3 weeks after this service was performed. Her original complaint from July 2020 is that she thought the quarterly service would be cheaper, not that she believed it was a one-time only service. No service was priced at $90 like mentioned, the first service was $29, and subsequent services were $119. Our agreement is that this discount be returned to us if the service subscription is cancelled before a year's worth of services are performed. We take several steps to prevent misunderstandings regarding our service agreement, including: We've verified that the agreement cannot be presented to a customer in a way that does not disclose cost, or that it is a 12 month agreement. (For example, the agreement cannot be zoomed in on an iPad to show only the signature line, and directly above the signature line we've noted in bold "This agreement is for an initial period of 12 months.") We send the customer copies of their agreement for review before starting services We emailed a copy of this customer's agreement to the email address provided, a day before services began We texted a link to this consumer's agreement to the number she provided, * * * Complaint Type: Billing/Collection Issues Status: Resolved OS/01/2021 I had Joshuas pest service since mid 2020 but recently attempted to cancel service due to sale of property. I contacted Joshua's on at least four occasions to cancel service and was always told that only a supervisor could cancel but that none was available and they would call me. No calls were ever returned. I then sent multiple inquiries via email also with no response and finally deleted my payment info and disallowed any further charges. Joshuas however continues to send me bills and refuses to cancel and close my account. Response OS/03/2021 This customer's account with us was cancelled on 4/10/2021. We left the customer several voicemails and apologize for the game of phone tag, we certainly do not want her to think her request was ignored. 05/03/2021 [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] Complaint: ******** I am rejecting this response because: The account is still active on the web portal and I received a bill as recently as May 1st so I am not confident that the account is actually closed. Pardon my skepticism but after repeated calls to the contact center and commitments for a supervisor to call me back, I've received no call