ComplaintsforMarkate
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/15/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I've been a customer of theirs for the last 2+ years. In November 2020 I purchased a 12 month subscription to their software platform. On November 9th 2021 I received notification that my credit card had been charged for another year of service at an increase of 36% while I was traveling (Nov 8th charge). I texted with their support on Nov 15th upon my return home and they stated that they do not send renewal notifications, price change notifications, nor do they issue refunds. But they would be willing to issue a refund with a $75 cancellation fee. I was the pressured into accepting the $75 fee for a refund and then told they would do nothing and my account would remain active for the next 12 months. I then deactivated my account.Business response
01/04/2022
Re: Response to the BBB letter of November 24, 2021, Complaint ID# ********
Dear Mr. ******,
Markate respects the opinion of the person filing the complaint however; we disagree with the accusations made in the complaint.
Markate notified all member of the 2021 price increase in advance of the renewal year, please see attached document. All terms and conditions of Markate membership are clear and transparent, and outlined on our website.
In this particular case, all Markate members, including complaint #******** were notified of the 2021 price increase on December 15, 2020 via a Constant Contact notification. Copy of the notice attached.
We agree that the claimant has been with us since 2018. He subscribed to an annual membership renewal. In 2020 the Claimant opted in for a recurring payment, which only a member can select at time of payment processing and confirmation. At checkout our page states that the person purchasing membership understands and agrees to our terms and conditions prior to completing the transaction.
Upon receiving correspondence from Claimant, Markate customer service quickly responded to Claimant’s concerns. Markate made an exception in this case to provide a refund with a stipulation of a $75 cancellation fee. In addition Markate offered Claimant access to his account for 12 months. Claimant asked for 2.89 months.
In addition, The Claimant was also refunded his membership fee less a $75 processing fee.
Sathi S********************** * ******** *** **** *********** ** *****
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.