ComplaintsforExplaindio LLC

• Initial Complaint

  11/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 31st October 2022, explaindio debit my bank account for the sum of 60 without no prior warning or notification. On the same day as my account was debited for payment of thier app for a next years subscribtion, I contacted them through thier ticket system, asking for the money to be refunded as I no longer use their software and had not used it in over a year.To date, through correspondence, they have refused to credit my account insisting instead that I use their software ehich, to be honest, is cluncky at bestwhen idud use it and often crashed with log in information not functioning.I would like a full refund for the payment they took on 31st October 2022 for a next year subscribtion that I will not be using.Thank you

  Business response

  11/22/2022

  We have explained to *** that as per the billing term that he agreed on while p[urchasing this product, we only offered a 30-day money-back guarantee period. Our service is like ******** Hostgator, etc where after the charges are made for the subscription, it cannot be refunded because the content is delivered and the refund period is over. He was also informed about the payment schedule in advance and that he will be charged yearly. And, he was charged 3 times. Which can be checked in the screenshot below. https://prnt.sc/iSDShN4S-p1_ Our terms and billing agreement are clearly shown on the sales page and on the checkout page: https://explaindiovideocreator.com/new/fe/ Nowhere in the ticket, *** has mentioned any issue with the app. To get a refund, he is falsely claiming that our app is not working. https://prnt.sc/HkFO1TSXC9H-

  Customer response

  11/25/2022

  
  Complaint: 18364925
  
  I am rejecting this response because:
  
  1- There was no prior communication/reminder that funds were due on the 31st October 2022. Checking the previous year, funds were taken from my account on the 2nd November.
  2 - They took out payment on the 31st October 2022 for a following years subscription that I notified on the same date, 31st of November  2022 that I no longer used there application so would not be using it going forward for following year.
  3 - The terms and conditions they refer to in the case of refunds is not in relation to yearly subscriptions but to refund after using the product after a trial period. I am requesting a refund on the grounds stated above.

  4- I have issued a cancelation of the auto renewal which effectively ends the subscription. Technically, they want to charge me an extra year as I issued this cancellation a few hours after they're supposed renewal date. 

  5- When a client logs into their application, it checks the the serial number online for verification. They have access to these analytics that will highlight the fact that I hadn't used there software since the last debit of my account 12 months previous.

  6- It is an annual subscription therefore new contract. Based on the fact that I have cancelled that new contract. at the time  of funds been debited form my account. Technically they should not be holding onto customers funds who no longer wish to use there poor application.
  
  
  I will wrap up that these people have a very port rating (1 star) on Trust Pilot with customers complaining of the same issues i'm facing. Indeed if this were a thriving, legitimate company they would not be refusing to refund their customers when they no longer require their services.  it highlights why they use long-page advertising and affiliate tactics to try and sell their application.
  
  These scammers need to be exposed and I personaly will not stop until I get a refund and expose these people for the scammers they are. I will be commencing legal action form beginbing of december to recoup costs and hopefully there will be one less company out there ripping off people in this time of financial hardship for so many...
  
  

   

  
  
  
  Regards,
  
  *******************

  Business response

  12/29/2022

  I am attaching screenshots of PayPal. Kindly note that the subscriptions are charged by PayPal and they noted the date and time. His PayPal email address is different **************************** ********************** Also, our sales page, checkout page and even PayPal notifies the users that this will be a yearly susbcription and he will be charged every year. Sometime, due to low balance, PayPal may not be able to charge on the same date but then they try to deduct the money then next date and so on. Hence, the last year date may be changed but that doesn't mean his actual subscription date will get changed.

• Initial Complaint

  11/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Explaindio makes an animation product for use in video. I signed up for their trial, but I did not use the software after the trial. I was also never charged for a one-year license. However, their process for receiving the "activation code" for the trial is so confusing it's like being scammed. It's a rapid-fire succession of "offers" in new windows that each attempt to get you to agree to some additional "amazing" "one-time" deals on other modules of their software. It felt like a phishing scam at that point. Again, I was never charged for the product after the trial period, but somehow they had signed me up for a recurring yearly charge. I got charged last week for the yearly renewal, but I was never aware that was one of the many pages they had thrown at me when I first tried to check out. Attempting to get the renewal reversed has been frustrating and fruitless. Emails to their "support" email address have bounced back because the inbox is full. I finally heard back from a representative who said the charge would not be reversed, but my reply to that same representative bounced back. Honestly, the product wasn't worth my time, and I tried it once during my trial period. To be charged in this sneaky way without recourse is not only maddening but dishonest and feels like a scam.

• Initial Complaint

  08/13/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I've been using Explaindio for about two years. Things were fine until today. Today I could not log in and the login page told me to pay for another subscription. So I paid $9.95 with my debit card ending in **** today (8/13/2021). But then later today, they charged me 3 more payments of $9.95 from my card ending in ****. I should only be paying 1 payment of $9.95 per month. I tried submitting a refund request for the 3 over charges but their form won't let me put in my request and it keeps telling me, "captcha failed. Try again!" I've been trying for well over an hour. This technical form error is making it impossible to send in my request for a refund. Then I emailed them directly and the email address ********************************** is coming back as "undeliverable". I need Explaindio to send me back the $29.85 that they took from my debit card and email me confirmation of this over charge being returned.

  Business response

  09/28/2021

  Those were the monthly renewal charges and hence as per our refund policy and terms (which the member agrees before purchasing the product) we have denied his refund. However, as a courtesy, we have refunded 4 of his recent payments.

  Customer response

  09/28/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is more than satisfactory to me. This issue has been resolved. Please close this complaint and if you can, please remove it as any mention on your website.
  
  

   

  Regards,
  
  ***************************

*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. ↩