ComplaintsforCrain Communications, Inc.
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Complaint Details
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Initial Complaint
05/20/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I purchased a 1 month subscription on or about April 18, 2024, for $20.00. However, there is no place to cancel or terminate an automatically recurring monthly renewal, which violates California negative option laws that went into effect in 2022. I could only "suspend" the renewal, but not cancel, and I received NO notice of the upcoming, pending auto charge. Today, I was auto-charged another $20.00 against my express consent. The charge said I could cancel in my account but when I clicked on the stated link it once again leads to a "suspend" button. I WANT TO CANCEL NOT SUSPEND. I had to call the customer service line and wait to speak to someone who assured me the account would be canceled without another charge but I received no email confirmation of this fact. I WANT A REFUND OF MY CHARGE AND THE ACCOUNT TERMINATED IMMEDIATELY.Business response
05/24/2024
Please note that Crain Communications *** (on agage.com) does include step by step instructions on how customers can remove themselves from automatic renewal in the aadage.com help center, which is linked on the website: *********************************************************************************************************. We further disclose that cancelation goes into effect at the start of your next billing cycle - which allows the customer to access the subscription during the remainder of the subscription period.
We see that this process complies with applicable state laws regarding automatic renewals.
Even though our process complies, and the customer was not entitled to a refund of the initial trial subscription, as an accommodation to this customer we are processing a refund for the charges.
Customer response
05/28/2024
Better Business Bureau:
In reference to complaint ID ********, although I find that the offered resolution is satisfactory to me, I wish to emphasize that I was NOT able to seamlessly stop the auto-renew feature of this service, absent a phone call and multiple messages. Similarly, I was not made aware of any phone number to call until AFTER I received the notice the service auto-renewed. There were no warnings, no links in the account other than a "suspend" link (not a cancellation link).
I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
**************************
Initial Complaint
11/03/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Placed an order for a subscription to their ********************** in order to get access to market data lists per an email offer I received from them. When I tried to access the data lists, their website said it would cost an additional $800. I called that same day and cancelled my subscription and asked for a refund of the $169 subscription fee, I was told it would be processed and I would hear back within 2 days. It has now been more than 14 days and I still have not been contacted. I called them again today and was told it would be elevated once again today. They won't even let me talk to a supervisor to try to get it resolved today.Business response
11/21/2022
The customer clearly admitted that he placed an order for services. The terms of the services he purchased were completely disclosed at the time of his purchase, including, "View-only ****************** rankings and list data". We have a no refund policy, however as a courtesy to him, a refund was processed on 11/3/22.
Regards,
***********************,
Vice President ***** General Counsel
Initial Complaint
07/22/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 6/13/22 Automotive News charged my credit card $169.00 for a one year renewal. I was unaware of this charge until 7/11/22. I called and spoke to two different people and asked them to reverse the charge. I did want to renew the subscription for another 12 months. The manager I spoke to said they would inform the appropriate department to correct the charge. The end result should be I receive an email confirming the charge was reversed. I called customer service again on 7/22/22. The $169.00 has not been reversed from my credit card. Interestingly, I have been a Crains Publication customer for many years. Yet, a simple reversal of the $169.00 credit charge has not been reversed. The services they are charging me for are the upcoming 12 months publications. I do not want this service. This is a very poor, unscrupulous and a deceptive business practice by Crains Publications.Business response
07/26/2022
We have forwarded this to the appropriate department and will be following up with them very shortly.
Thank you.
Initial Complaint
07/07/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I subscribe to the weekly magazine, Automotive News, subscription number *********. I renewed my yearly subscription in January 2022. I have been a loyal subscriber since ****. For the past two months I have not received any issues in the mail. I have made repeated calls and Emails to Automotive News complaining about this. They assure me it will be corrected, but I still don't get the magazine. Can you help me to get it delivered?Business response
07/12/2022
****************** submitted a complaint about delivery issues to the weekly print newspaper, Automotive News, under subscription number *********.
Please be advised that we have contacted ****************** and resolved the delivery issues. For his inconvenience and to make up for the missing issues, we have also extended his subscription by 2 months.
Please contact me with any follow up questions.
***********************
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Customer Complaints Summary
9 total complaints in the last 3 years.
3 complaints closed in the last 12 months.