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Complaint Details
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Initial Complaint
12/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
This is a continuation of Complaint ID: ********. On 12/15/22 I accepted ***********'s resolution of sending a replacement adapter. I accepted the promise but the action did not happen. If the action was taken then I will withdraw the complaint, but if it was not taken I would like to know because I need a desklamp at my desk and I have delayed replacing the *** Lite in the hopes the adapter was coming.
Business response
12/29/2022
I believe that ********************************* complaint is intended for another company as we do not sell nor distribute *** Lite desk lamps or adapters. Also, we did not have communication with ************************ on 12/15/22 as referenced in the complaint nor did we have a previous complaint in our company records referenced in the message: #********.
Thank you,
*******************
Customer response
12/29/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*****************************
Initial Complaint
10/18/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I moved to this cloud service because it advertised itself as a good solution with superior customer service. My employees and I have issues ever few months where we lose work time because of an unstable system. We will be locked out, for various things. They have had to move us to a different server for instance. I am currently on hold going on two hours. This is because I received an error message when I tried to login and the support person couldn't help me. He told me it was my screen settings, which he had changed, so I didn't know what it was before he started messing around with my system. Meanwhile I've missed other day of work.Business response
10/26/2022
Good morning,
*************************, Technical Support Manager, and *****************************, Director of Customer Success, connected with ************************ on Thursday, October 20, 2022 and have resolved this issue.
*******************, Vice President of MarketingInitial Complaint
08/16/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
In September of 2018 I signed a three year software agreement for Amicus Attorney. A day after my contract expiration I promptly notified them we were cancelling and would not be renewing. I was told that was all I needed to do and my information would be sent through proper channels. When we continued to get charged I reached again to complain. I was told that this issue would get fixed and that my account had been cancelled. We continued to get charged, so I contacted them again, and was told (by the same person I might add) that terms and conditions required 60 days notice and was directed to them. They then had me sign some formal cancellation form. I was told that this would still be handled though and was even told that a refund was being processed. Then later told that it had automatically renewed.When I signed up three years ago the terms and conditions were 30 days notice and conversion to month to month. I have attached those terms and conditions which I got from the waybackmachine. We were never notified about any changes to the terms and conditions. They later admitted they had the wrong email for me due to clerical error on their part which is why we never received email notice as stated in their terms and conditions. New terms and conditions therefore were never consented to. Either way no court would enforce them.In the end I was forced to do a charged back and block any future charges from them. However, they are still harassing me and supposedly billing me under the contract even though I never received notice (they even deactivated unrelated software that we had perpetual licenses for). I want them to admit that my account was cancelled and to adjust any billing and drop this matter all together. I have attached email chains along with contract and the original terms of service when i signed the contract.Business response
08/19/2022
******************* from our Customer Success team spoke directly with ******* on Wednesday, August 17th and has resolved this complaint.Customer response
08/19/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***************************
Initial Complaint
06/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We have been with Abacus Next since 2017. We were given significant discounts to sign an initial 3-yr contract. Once that first 3-year contract matured, our rep contacted us 111 days prior to our renewal to begin discussing the terms. Over our tenure w/Abacus, our invoice totals increased over 65%. We told the acct mgr at our 2021 renewal that we only wanted to renew for 1 year as we were not pleased with the increases in pricing & drop in service. We also instructed him to let us know of our 2022 contract renewal 90-days in advance. That acct rep left Abacus in July 2021 & no notification of his departure was given to us until I emailed him in Dec 2021. We have been given 2 new acct mgrs since Dec 2021, but other than contacting them for servicing issues, we have had no real communication on anything else, including our 2022 renewal. Due to increasing prices & declining ****************** times, we made the decision to move to another cloud server company. When this information was disclosed to our 2nd new acct mgr since December 2021, he immediately emailed me & said we were past the date to cancel & so we would automatically renew. When we told him we were not happy with the extreme price increasing and declining service, he responded that their office had been in contact with their legal **** and we would have to auto renew. He didn't go to his supervisor to discuss a customer service issue. He said he went to their legal ****. The ** Law on Automatic Renewals states that "it is unlawful for a business to fail to present the automatic renewal offer terms/continuous service in a clear & concise manner". Abacus has never provided our firm with any information on our 2022 renewal and we are 12 days away. They are supposed to provide the renewal terms at least 15 days prior. In essence, Abacus is bullying our small biz into a renewal that they have not even presented to us; and this is the type of service issue that caused us to move to another company.Business response
07/06/2022
Our Director of Customer Success has been in direct contact with *********************** in regards to this matter re: their cancellation request and resolved it on June 29, 2022.Customer response
07/06/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
After my BBB complaint went unnoticed, I was able to obtain contact info of someone in direct management at Abacus ********* Once I explained my issue to her, she was extremely helpful and managed a positive resolution of my complaint. I appreciate the availability and resources of the BBB, and Im very grateful to ****** for her assistance!
Regards,
****** & Associates, Llc ***********************
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4 total complaints in the last 3 years.
0 complaints closed in the last 12 months.