Complaints

• Initial Complaint

  05/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We purchased the timeclock off of Amazon approx 3-4 years ago. At the time we paid an additional fee for lifetime license to download data for timecard purposes. A few months ago we were informed that the license agreement was expiring and a monthly $25 fee was going to be applicable starting the following month. Unless the fee was paid, we would not be able to upload the data to the website to obtain time cards for every employee. We emailed Timedox-- they did reply noting that the current plan we were using wasnt popular so it was being changed to a monthly plan. The sudden change to a paid plan is basically a system to keep data hostage for money

  Business response

  06/11/2024

   

   

  EXTERNAL EMAIL! Use caution when clicking on links or opening attachments and never provide your User ID or Password.

   

  Dear *****,

  
  Thank you for taking the time to provide your feedback. We sincerely apologize for the inconvenience and frustration caused by the change in our licensing agreement.

  
  We understand how important it is to have reliable and predictable costs for your business operations, especially concerning essential tools like our time clock system.

  We acknowledge that our recent transition to a monthly subscription plan has caused unexpected disruptions.

  
  Our decision to move to a monthly plan was made to improve our service and maintain the high standards our customers expect. However, we recognize that this change was not communicated as effectively as it should have been, and for that, we apologize.

   

  We value your business and would like to offer a solution to ease this transition. Please contact us directly at *********************************, and we will work with you to find a suitable arrangement. This might include a discounted rate for the new plan or exploring alternative solutions that meet your needs without additional financial strain.

   

  Thank you for bringing this to our attention. Your feedback is crucial in helping us improve our communication and services. We appreciate your understanding and patience as we strive to resolve this issue to your satisfaction.

   

   

  Sincerely,
  Timedox Customer Care.

  *********************************

   

  Customer response

  06/17/2024

   
  Complaint: 21699214
  
  I am rejecting this response because:

  I have previously contacted them (at least 3 occasions) and they were not willing to budge on their stance. I am happy that they acknowledge that their licensing agreement changed, which previously was not communicated or acknowledged. Due to their lack of attempt to make it better, we switched to a different system, so going back to them is not an option. However, we will accept monetary reimbursement for what was initially sold to us as a lifetime agreement with no additional costs.
  
  Sincerely,
  
  *****************************

  Business response

  07/11/2024

  Dear *****************************,
  Thank you for your feedback and for bringing this matter to our attention. We sincerely apologize for any inconvenience and frustration you have experienced.
  While we reserve the right to change our license agreement, we understand that the changes and subsequent communication may not have been handled to your satisfaction.
  As a gesture of goodwill, we are prepared to evaluate a monetary reimbursement. Please send us your Amazon order number and receipt so we can further investigate this matter.
  

   

  Kind regards,
  

  Timedox Customer Care. 

*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. ↩