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Complaint Details
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Initial Complaint
04/26/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
We own two small franchises in ********* and ******* ********. We were required by corporate to utilize a company called Spectrio to provide overhead music and on-hold music with the occasional user provided franchise advertisement mixed in. Corporate later realized what a massive ripoff this company was and found a significantly more reasonable vendor. They have since required all franchisees to switch to the new vendor. We were told to run out our current contracts with Spectrio and transition. Spectrio changed the terms of the contract between opeing our first store in ******* and our second store in *********. This change in the fine print was for a forced auto-renewal of three years, unless express written interest in cancellation was received 30 days prior to the first term concluding. This was not in the agreement we signed for the first store and didn't realize it was in the new agreement until it was too late. Spectrio forced an auto-renewal of our contract until the end of 2026. This is ludicrous and predatory. They claim the only way to terminate the contract at present is to pay the full amount for services through the end of 2026. They can't even provide the service we require, because they don't have the franchise advertising. An unauthorized auto-renewal for over 2.5 years is robbery. It would be reasonable to have to pay out the remainder of this year (2024). It is wholly unreasonable to pay for an additional two years where they can't even provide the service we require. Please find attached a screenshot of the most recent conversation I've had with Spectrio. I have been attempting to terminate services for over a month now. I also attached a copy of the quarterly invoice.
Business response
05/08/2024
We have reviewed the information provided and have agreed to the resolution presented by the client.Initial Complaint
03/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Dr. Pratt notified Spectrio on 03/01/2022 to cancel our contract and has not used Spectrios Digital Signage since 3/1/2022. Dr. Pratt has made multiple requests to cancel the contract, however, we have still been paying for the digital signage up to 04/2024. We have now been notified that in order to cancel we need to pay through the end of our (non-authorized) contract to 05/2026. We are asking for a full refund of monies paid from 05/2023 (end of contract date) to 04/2024 (last invoice paid). *cancellation cases number ******, ******* with Spectrio?* Timeline of events below: 3/2/2022 - Dr. Pratt emailed your cancellation department requesting the cancellation of our Digital Signage 5/2/2022 - Dr. Pratt forwarded the email to *** with a copy of 2nd request to cancel Digital Signage. *** then forwarded the message to the cancellations department along with Shannon B. (Spectrio employee) requesting an update. 5/19/2022- Justin W. sends an email to *** that we must pay through the end of the contract date which is 5/2023- also requesting final cancellation- * this was done twice on 3/2/22 and 5/2/2022 1/17/2024 - Email from Dr. Pratt to *** requesting to follow up with Spectrio from request to cancel from 3/2/2022. (Dr. Pratt received invoice) 2/08/2024 - Dr. Pratt realized he is still paying for Digital Signage then sent another email to cancel the contract as a follow-up to the original request back on 3/2/22- 2/12/2024 Dr. Pratt received a generic response from Justin stating a case has been opened and to allow 3-7 days for follow-up. 3/2024 - Correspondence between *** and ****** with Spectrio informing Bespoke Plastic Surgery of early termination fees; which were also listed incorrectly at over $70000. Additional notes: All verbal communications with Spectrio were concluded with employees stating all cancellation requests must be sent in via email to [email protected]Business response
03/26/2024
Hello -
Our Director of Finance Operations has provided the following information in regards to this client's cancellation and refund requests:
The customer is correct that the cancellation was not cancelled per their original request.
The customer states that the account should have been cancelled in 2022. However, per their contract/agreement (attached), the customer was under contract through May 2023.
We billed and the customer paid invoices from June 2023 through March 2024.
The Retention Team Member has already tasked to issue a credit/refund to customer in the amount of $2,959.04, not for the disputed amount of $3,290.01. Please see the below chart for the breakdown of charges which will be refunded to the customer.
The account has been cancelled in our system and an return authorization has been issued for them to return the equipment.03/01/24 Invoice ******* ********* - Bespoke Plastic Surgery, PLLC 299.10
02/01/24 Invoice ******* ********* - Bespoke Plastic Surgery, PLLC 299.10
01/01/24 Invoice ******* ********* - Bespoke Plastic Surgery, PLLC 299.10
12/01/23 Invoice ******* ********* - Bespoke Plastic Surgery, PLLC 299.10
11/01/23 Invoice ******* ********* - Bespoke Plastic Surgery, PLLC 299.10
10/01/23 Invoice ******* ********* - Bespoke Plastic Surgery, PLLC 299.10
09/01/23 Invoice ******* ********* - Bespoke Plastic Surgery, PLLC 299.10
08/01/23 Invoice ******* ********* - Bespoke Plastic Surgery, PLLC 299.10
07/01/23 Invoice ******* ********* - Bespoke Plastic Surgery, PLLC 283.12
06/01/23 Invoice ******* ********* - Bespoke Plastic Surgery, PLLC 283.12Total Refund: 2,959.04
If there are further questions, please do not hesitate to reach out. Thank you.
Initial Complaint
05/24/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On 9/1/22 Spectrio auto debited our business credit card to pay Invoice #******, an annual charge of $2,462.70 for ************************* with Quarterly Updates, Engage DS ************************ ********* Fee Per Invoice for our Spectrio account #**********. That charge posted on our business credit card on 9/5/22. In October we started having trouble with the connectivity of their service. They said it was our equipment and kept sending us new devices, but things just weren't working properly. When I tried to reach out to their technical support department they didn't even know what product/service they provided us and I knew more about the product then the "technician" for Spectrio that answered my call. When asked why he didn't know what they provided our account he said the company has been bought out several times and there had been a BIG staff loss in the turnover. After several attempts of rectifying the situation we decided to cancel our service. I notified our Account Manager, ***************************, and he notified the cancellation team on 10/26/22 and established a cancellation request case #******. We were going to try and continue using the Engage DS ************************ but even that would not update and glitched so much we couldn't play it. Their support team was unable to get that corrected and just offerred a new device. We had already updated that device twice already and we were done. I told them to cancel the entire account and refund ** the prorated amount. Honestly, we should not have had to pay anything because we never received proper product or service since they charged us. They responded for a time to my emails inquiring about when the refund would occur, but they never refunded us the appropriate amount. There was only one refund for $289.56 related to equipment we returned. They should not be providing products or services they can't deliver and automatically charging companies for a whole year.Business response
05/30/2023
Hello -
We appreciate the opportunity to respond to this issue. Our admin team and the customers account manager advised that the requested billing adjustment of $1,436.58 was refunded to the customers credit card on file as of May 25, 2023. The account has since been expired, per the customers request. If the customer has any further issues or questions, they may reach back out to our admin team at ******************************** or by phone at ******************.
Thank you.
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