ComplaintsforViewClix
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Complaint Details
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Initial Complaint
02/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We purchased a 15" ViewClix for our parents on 12/6/2021 (Order# *****). At that time, the Terms of Service made no mention of any costs beyond the purchase price, let alone any monthly subscription fees.The FAQ page on the ViewClix website--under "How much does ViewClix cost?"--read as follows: "There are no monthly fees for the included ViewClix services. The ViewClix ************* is included at no extra charge."In addition, the Features page on the ViewClix website stated that "ViewClix Cloud" was "Included" in the purchase price.The ViewClix Operating Guide defined the "ViewClix Cloud" as the component that "stores all the pictures and manages the networking for sharing and video calling."At some point around February 2023, it appears that the above language ("no monthly fees" and "included at no extra charge") was replaced with the requirement that owners subscribe to a "ViewClix Premier membership" at a cost of $9.95 monthly, if they exceed either 30 calls or 300 minutes per month.Business response
02/12/2024
ViewClix has been in contact with ************** and provided information regarding the free video calling that is included with his ViewClix frame's membership level. There is a monthly limit of 30 video calls or 300 minutes, whichever is reached first and for calling beyond these free limits a Premier Membership is required. In January, ****************** frame reached the 30 video call limit and ViewClix has provided instructions for where the owner of ****************** ViewClix frame can review the call stats.Customer response
02/12/2024
Complaint: 21232162
I am rejecting this response. At the time the device was purchased, all of the information on the ViewClix website, which I provided in my original complaint as screenshots, indicated that there were no additional monthly fees or charges for video calling, nor any call or time limits, nor any warning that they could start charging in the future. All of this evidence was ignored by ViewClix in their canned response. ViewClix needs to honor their original Terms and other marketing material from their website (free unlimited calls) for customers who purchased their devices prior to ViewClix' implementation of their monthly subscription-based "Premier" billing scheme.Sincerely,
*********************Business response
02/19/2024
ViewClix has provided ************** the public web site link where he can review ViewClixs Terms and Conditions (htttps://viewclix.com/terms). Per the Terms and Conditions, ViewClix may modify, change or alter the Terms and Conditions at any time. This is no different than most companies that offer products and cloud services
Additionally, by continuing to use ViewClix services, ************** indicates his acceptance of ViewClix Terms and Conditions.
We also note that ************** is not the owner of the ViewClix frame and did not purchase it. We have not received any communications from the owner.Initial Complaint
12/13/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
The company sold a communication device for the elderly with no required annual membership or limitation on use. After selling many units, the company imposed a new requirement of $10/month to avoid having the senior's communication device turned off after "300 minutes of monthly use." In addition, the company does not provide any way for customers to monitor usage or check usage when the company inactivates the device. (A device for a senile relative was inactivated on the 13th of the month. He is not called 24 minutes a day.) Finally, even after creating the "premium" membership, the website deceptively fails to mention that this monthly subscription is required for except hidden in an ambiguously worded FAQ."The company is clearly aware that its sales would be impacted if customers realized they were, for practical purposes, required to purchase a subscription that are advertised as included with the device purchase.Business response
12/26/2023
ViewClix has been in contact with **************** and provided information regarding the free video calling that is included with his ViewClix frame's membership level. There is a monthly limit of 30 video calls or 300 minutes, whichever is reached first and for calling beyond the free limits, a Premier Membership is required. The free calling limit was has been reached multiple times since August. Each time, a notice was displayed to explain how to sign up for a Premier Membership. Also, we've provided **************** with instructions for reviewing their frame's video call stats.Initial Complaint
08/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased ViewClix to stay in contact with my elderly mother in OH. 3 of her four daughters live in other states and we spent $314.00 to make sure we could see her on a video call and reach her whenever we needed to. Now ViewClix is limiting us to 30 calls per month & charging $9.95/month for calling over that. I purchased this particular video call system because of unlimited calling. Now that they have my money I feel like they are pulling a bait & switch. I feel anyone who purchased this should not have to pay a fee that was not part of purchase agreement. If they tell new customers there will be a subscription fee they can decide to purchase or not but previous customers should not be charged and we did NOT agree to subscription fees. I could have purchased a cheaper video call system but this had unlimited calling and ViewClix should honor original purchase Agreement!Business response
09/08/2023
Per ViewClix's Terms and Conditions, Ms. ****** frame reached the 300 video call minute limit included with her legacy membership for the month of August.For video calling beyond the included limits, a Premier Membership is required.Here is a link to the Terms and Conditions: *****************************************
ViewClix notified customers (including **************) of these video call limits via email, and the limits have been in effect since June 1st, 2023. We have received no email correspondence from ************** for any questions or concerns about the limits.
ViewClix has ongoing and increasing costs to provide the video calling service. We understand the importance of the video calling service and the limits allow us to continue to offer the video calling service.
The Premier Membership is $9.95 a month, only one membership is required for the frame and is shared by everyone on the Share List. Anyone on the Share List can sign up for the Premier Membership.
We offer is a 15 day free trial for a Premier Membership which can be signed up for here: *******************************************ViewClix frames have been offered since 2017 and ViewClix has never made any representations or guarantees regarding unlimited free video calling. ViewClix has had video calling limits in the agreed to Terms & Conditions, including when ************** purchased the frame.
Initial Complaint
06/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
A ViewClix was purchased for my Mother who has difficulty answering the phone and upon the purchase which was 2-3 yrs ago we had no problems until recently we are being ******* for a subscription plan which was not in the original agreement. No one is able to reach her now which is a major problem.Business response
07/03/2023
We've been in direct contact with ******************, as well as with the owner of the ViewClix frame. There are 6 users frequently calling the frame and the frame has reached its max ****** of monthly free calling. For expanded calling, they've elected to sign up for our Premier Membership.Customer response
07/03/2023
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 my brother. While my brother agreed to the use of a subscription, I'm disappointed over the limitations of a purchased device used for more than 2 yrs. to now requiring fees that doesn't require their service since we require our internet to make the connection. We are looking for another means of a simple picture frame with video connection after the free trial ends.
Sincerely,
*************************
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Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.