ComplaintsforThe Dyrt

• Initial Complaint

  08/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This Co auto renewed a subscription for application I have never used. 1 day after the auto renew I asked to cancel it refund the charge. The company told since they sent me a renewal notice( to an email address I no longer use.) They would not refund the charge. They also told me I should have cancelled it. I have no Access to this service to even do this.

  Business response

  08/26/2024

  In 2023 the same user emailed us about her sign in details and two representatives responded to her with the log in information. We did not hear back after that correspondence (see attached). This led us to believe all was well with her account.

  Our terms of service are very clear (see attached) that initial purchases are eligible for refund up to 48 hours post purchase, but renewals are not. This was not an "initial purchase" it was a renewal. Therefore not eligible for refund.

  The email on file that she says she does not use is the one she offered upon sign up in 2023, so this is the one we use for correspondence, renewal notices, emails and general information about her account. She never updated her email in our system and never cancelled the corresponding membership associated with that email account. There was no way for us to know she'd severed ties from that email address.

  Uninstalling the app simply removes it from the device, it does not sever the ties to the membership charges. She uninstalled but never cancelled. As well - the account has recently been successfully cancelled, meaning she was able to sign in and cancel on her own. This indicates she did have access to that account. She will not be charged again next August since this has now occurred.

  Lastly, she indicates in her email that this is "elder abuse" which is not possible. There is no way we know her age as we never collect birthdays or any related info when an account is created. The only info we ask for is a name, email and password (or sign in method) to create an account.
  

  Per our terms, this was a non refundable renewal (this was not an initial purchase).

  We did, and still do, wish her happy adventures. This is simply enforcement of company policy that is applicable to all members. The membership is intact until it expires next August and we are here to help her find discounts, cabins and glamping, even if she doesn't tent or RV camp.  Glad to answer questions if she has them.

   

   

   

  Customer response

  08/26/2024

   
  Complaint: 22187711
  
  I am rejecting this response because:

  I was signed up in error. I was invited by there advertising I was totally unaware of the charge for the service. Also I was under care when this happened & was no totally cognisant. Even if they couldn't reach me by email they had a phone number they could have sent a text. I have no idea what I am going to do with this service. It is going to be unused. I responded in a timely matter to the charge. I could sure use that. Not knowing my bday is non scenical. It means they don't care how they got you to subscribe age be damned. I sure could use the money for gas or food.
  
  Sincerely,
  
  *********************

  Business response

  09/06/2024

  The consumer indicates, in her own words:

  I was signed up in error. I was invited by there advertising I was
  totally unaware of the charge for the service. Also I was under care
  when this happened & was no totally cognisant. Even if they couldn't
  reach me by email they had a phone number they could have sent a text. I
  have no idea what I am going to do with this service. It is going to be
  unused. I responded in a timely matter to the charge. I could sure use
  that. Not knowing my bday is non scenical. It means they don't care how
  they got you to subscribe age be damned. I sure could use the money for
  gas or food.

   

  We already told her and submitted evidence to the fact that we do not use phone or text to correspond. We do not even collect that information so it's not relevant at all. As well, she also mentions her birthday, which in previous evidence, we also indicate isn't relative. We don't collect that data either. In this notice, she mentions she was "non cognizant" when the membership sign-up happened - which isn't relative, at all, to the details of this issue. That would be a personal matter. As well, the email where the account was found that she claims is not even accessible is an "alternate email" she offered to us when asked "what other email addresses do you have".

  Lastly she indicates she was "totally unaware of the charge for the service" yet the coupon she used to sign up clearly stated it was "50% off".  That indicates a charge - not a free membership - not a trial.

  This is very clearly user error - signing up without understanding or reading the terms. In addition to our policy on non refunds on renewals, she has already disputed the charges, rendering them non refundable from our credit dashboard.
  

  Happy adventures wherever they lead,

  The Dyrt Team
  

• Initial Complaint

  08/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dyrt charged a yearly subscription fee when account was canceled. 7 emails have been written but the company will not respond. There is no phone number available.

  Business response

  08/23/2024

  While this customer did cancel his account, it was the same day charges occurred. It's very clear during the checkout flow that charges occur yearly if not cancelled in advance. Additionally, this was a renewal - so he was sent a 30 day reminder of the upcoming charges so there was no need to wait until the day of renewal to cancel. See attached document of the renewal notice sent to ********************* the same email he used for both this BBB complaint and the account on ****************** so we assume it's a valid email address that he uses consistently.

  As stated on our website in our terms of service, refunds are only considered on initial purchases. This was a renewal, not an initial purchase.  Therefore not refundable.

  At this time, due to company policy and the above details, this is non refundable. It was a renewal, not an initial purchase. See terms attached.

  We are happy to further discuss this with him, if needed.

   

   

   

   

  Customer response

  08/23/2024

   
  Complaint: 22157663
  
  I am rejecting this response because: Though you report sending an email on June 2nd, 2024, I did not receive it. I check my email multiple times each day and it was not delivered to my inbox. 
  

  In addition, I have an updated app of Dyrt and I logged onto this app to cancel my account prior to the supposed renewal, and the app said I was not a pro member and did not give me the ability to cancel. 
  

  I was billed for a year of Dyrt, which I have not used any services of, and I attempted to contact Dyrt immediately   They do not have a phone number, and only reply via email. I sent numerous requested to be contacted, and finally weeks later received a **** message saying they would not refund my membership.  
  I am not able to upload evidence of these contact requests and Dyrt only allows you to contact them via their website  
  

  In good faith, I attempted to cancel, and was taken advantage of. 

  I reached out to Dyrt at least 3 times without a response 

  
  Sincerely,
  
  ***********************

  Business response

  09/06/2024

  In response to ***************** rejection of the details -

  It's very clear, based on our submitted evidence, that ************* falls inside the parameters of "no refund". This was a renewal and our policy clearly indicates renewals are not subject to refunds.  That evidence has already been provided.  If he was logged in and did not see a membership on his account, then he was logged in under a different email/username other than the one to which the charges were attached. This user clearly has a second account he was logged into.  Since he never responded to the last email he was by our staff which was sent to clear up the details, then we were unable to walk through finding that account for him to explain what happened. His conversations stopped.
  

  As clearly detailed and outline, our policy is very clear - no refunds on renewals - and we can not be held accountable for users that are unaware of their sign in credentials. So that we may end this thread of correspondence, a one time courtesy refund will be issued.  If ************* sings up again in the future, any future memberships will not be eligible for refunds or reversals.

  A refund receipt has been emailed to him at the email on file for the membership.

  We now consider this matter closed.
  

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The dyrt app somehow allowed me to sign up for 2 subscriptions at a time. I found the error within 10 days and requested a refund from the second account. They are telling me i do not qualify to get my money back.They billed me twice for the same product I tried calling their BBB listed phone number, it is not theirs My Last e-mail to ************************************* (************** was the agent I tried to explain this to and she told me While I can confirm that both have auto renew "off" and won't charge again, neither is refundable. This was my last e-mail sent "Your platform allowed a user already subscribed to a PRO account to sign up for a second PRO account, that is an error on your part, refund one of the accounts, that is all I am asking.I did not figure out the double subscription until the original subscription went to automatically renew and I tried to contact you within 10 days of the autorenewal I am currently filing a complaint with the better business bureau, I tried to resolve this amicably.Do the right thing"

  Business response

  08/02/2024

  As the client mentioned, we responded with why it was not refundable. While any initial purchase made through our website is refundable within 48 hours of purchase, any renewal is not. This is due to the fact that a 30 day renewal notice is sent, each year, prior to renewal charges which is what has occurred with this client. This current charge was a "renewal" from the original purchase made in 2023 so the customer did receive that 30 day reminder, in advance. Had action been taken to act on cancellation at that time, a renewal charge would not have occurred in 2024, leaving the customer with one, single membership through *******   Document attached that shows the 30 day renewal notice sent to the email on file for the account. As well, our terms of service are attached for the renewal details.

  
  Our terms of service are very clear about the refund details (on initial purchase only) In addition, the 30 day reminder was emailed to the customer at the same email he's used on this BBB correspondence (which would indicate this is an email he uses for business and personal use regularly).

  
  The user wondered why he was allowed to sign up twice, hence the double charge.  His second membership purchase was through ******* and we are not *******  So his purchase through the Play Store was entirely different than his purchase through our website. The Play Store is a separate platform (store) and does not know about purchases made previously via any other means. So it was his responsibility to verify prior to purchase that he did or did not already have that item (our app) paid for via another means. 

  
  To settle the details we are allowing a single, one time courtesy refund for one year purchased on our website. The remaining membership is with ******* 

  Customer response

  08/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Thank you to Dyrt for their concession and I now understand better how purchases through 3rd party stores work.  I appreciate your help.
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  TRIED A FREE TRIAL. 1/6/2024 NOTIFIED COMPANY OF DESIRE TO NOT EXTEND BEYOND FREE TRIAL. THEY RESPONDED ACKNOWLEDGING RECEIPT OF MY REQUEST TO CANCEL THE FREE TRIAL BUT REQUIRED ADDITIONAL INFORMATION THAT I DID NOT HAVE SAYING THE ACCOUNT COULD NOT BE LOCATED UNDER THAT EMAIL BUT I ONLY HAVE ONE EMAIL ADDRESS AND NO OTHER ONE. EMAIL IS ATTACHED. FUNNY THAT THEY COULD LOCATE EVERYTHING TO CHARGE ME BUT NOT TO CANCEL? IT IS SHODDY BUSINESS PRACTICES . I DISPUTED THE ACCOUNT WITH THE CREDIT CARD COMPANY AND THEN THEY WERE ABLE TO LOCATE THE ACCOUNT? AGAIN SHADY AF PRACTICES. RATHER THAN REFUND THE CHARGE THEY JUST CANCELED IT. I HAVE NOT USED THE SERVICES SINCE THE FREE TRIAL. I CANCELED WITHIN THE REQUIRED TIME. THEY SHOULD REFUND THE FULL BALANCE I DID NOT USE THEIR CRAPPY APP.

  Business response

  02/14/2024

  Good day,

  The membership with which the charges in question are associated is under her "private relay email address" through Apple.  We previously requested that the customer look this up for us, and we offered her instructions to do so, but the user did not provide the information. Had she done so, we could have corresponded about the membership and found the account prior to dispute.  The reason we have the email address now is that the email associated with charges is always provided on a dispute, so we were able to find it at that time. Please see attachment for the secondary email we sent to her that she did not respond to.
  

  January 6, **** - she messaged about the charges and we checked the email on file (from the correspondence) and verified a cancelled account from a previous year. Same day, we asked about other email addresses, and she did not respond. Feb 7, **** she messaged again about charges that occurred and we requested she check for a private relay email, which she did not and did not email us back. This was several days before the dispute was filed on Feb 12th, so it could have been discussed, but she did not respond. Feb 12th, she disputed the charges instead.

  
  

• Initial Complaint

  10/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I was wanting a free trial. I decided within 5 minutes I didn't want the membership and quit. They sent me a email saying the membership was cancelled. Then they charged me$26.99. They said I accepted a deal and the $26.99 was not refundable.

  Business response

  10/25/2023

  It appears that there was a misunderstanding regarding trials and special purchases. Trials are only offered on full price memberships. This was a special purchase at a discounted rate, which does not include a free trial as indicated to the customer through our agent.  During the checkout flow, when a coupon is used, like in this case, the terms of purchase are shown and clearly state that with discounts, charges are immediate. We do offer cancellations, which turns off the auto-renewal process for the following year. The terms of service also clearly state that "all discounted sales are final on purchase." When using a coupon code to get special pricing, the checkout screen, prior to payment, also clearly indicates that full payment is due immediately. We are happy to continue trying to reach a resolution with the customer.

  Customer response

  10/25/2023

   
  Complaint: 20771751
  
  I am rejecting this response because: I feel like I stepped into a trap. I do not have a membership with this company, and I do not want one. I will never use this web site. I want nothing to do with a place that would keep $26.99 for nothing. 
  Sincerely,
  
  ***********************

  Business response

  11/16/2023

  We again apologize for the misunderstanding. All sales are final with discounts and special pricing. But again, we are happy to work with the customer directly to resolve this matter.

  Customer response

  11/16/2023

   
  Complaint: 20771751
  
  I am rejecting this response because their response is not complete. They say they would be happy to work with the customer directly to resolve this matter, but do not say how they will resolve the matter. I do not have an account with this company and do not want one. How do they intend to work with me to resolve this matter?
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The Dyrt advertises "commission-free" bookings for hosts. I was curious and created an account, only to find that their is zero liability coverage offered to hosts through this platform. This is beyond misleading and I worry for other inexperienced hosts who may be fooled into saving/earning an extra $1.80 while putting their entire property at risk, where homeowners insurance is not sufficient. I swiftly asked to be removed from their mailing list. I have since received over 10 solicitation emails, and several phone calls and texts from ***** on their staff. There is no "unsubscribe" button on their emails, and I've responded to ask to be unsubscribed 4x now. After interacting with these emails, I've found a slew of other spam and phishing emails in my business inbox, where I typically only find legitimate business emails. Had I known the Dyrt was a spam producer, I would have signed up with my untrusted services/spam email account.

  Business response

  11/03/2022

  The Dyrt's "commission free" bookings program is an accurate description in that campground owners pay no commissions to The Dyrt for campers who reserve a campsite on The Dyrt.  While some companies provide some modest insurance coverage for campgrounds offering reservations on their website, The Dyrt does not represent that it provides insurance to campgrounds.  While that *** be a service provided by other companies, it is not required for a reservation, as most campgrounds have chosen to purchase their own commercial insurance policies to protect their business.  Due to the unique nature of each campground, it is each owner's responsibility to look after their property and their guests, so The Dyrt leaves liability insurance needs to the owner, since the property *** require unique insurance coverage instead of a "one-size does not fit all" blanket policy provided by other companies.

  Our team member mentioned in the complaint works for our Partnership Team, that works closely with land and campground owners.  She does not work for the ********************* The emails that this owner refers to came from a part of our database that was not functioning as intended, as our team member noted in her email to the campground owner about this issue. Once located, the error was addressed and the emails stopped prior to this BBB claim. Our team member's continued correspondence with the owner was in attempt to get an additional question answered needed to address the issue fully.  The owner did not respond with the answer, hence the follow-up correspondence noted in the claim. In order to honor her request, the campground owner has been removed from all marketing materials and future communications by our marketing team.  We honor the hard work and efforts of land and campground owners and want to support their efforts to provide amazing services and experiences to their guests.

  Customer response

  11/16/2022

  The Dyrt continues to mislead potential clients --
  
  1 million dollars in liability coverage is standard practice for booking platforms, this is not "modest" coverage
  
  i was contacted dozens of times after a simple inquiry and after multiple requests to unsubscribe
  
  the dyrt MUST include a WORKING unsubscribe link in their marketing emails, and claiming that their repeated emails and calls and texts were in attempt to address " additional question answered needed to address the issue fully" is fraudulent. Unsubscribe, I'm not interested, or anything similar is not cause to harass lost clients- I did, indeed, respond with the answer the first time: "unsubscribe" "im not interested"
  
  
  
  I will not be satisfied with the resolution until there is an unsubscribe option available for those who receive this companies emails 
  
  a company that hopes to perform booking procedures should be equipped to have an unsubscribe button 
  

  
  

*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. ↩