ComplaintsforAscend
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/04/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
They falsely charged me for January and February after I had deactivated my membership 6 months ago. They only refunded me for this month and not last month. I had the same issue occur last year and deactivated it at that time after moving out of the city. They make it seem like they’re incapable of refunding me although they can see whether I’ve climbed or not, which I haven’t as I do not live in Pittsburgh anymore. They did not send a deactivation email the first I cancelled. Since they’re no help I am calling my bank to see if they can refund me but also hoping that you guys may be able to something to help me and others who also may be scammed by them.Business response
02/14/2023
See below for my response. Also, I will be following up directly with the customer.
All of Ascend's recurring memberships include clear, reasonable, and non-predatory terms and conditions stating that the membership must be cancelled in writing via our online form, and that they remain valid until cancelled. On top of this, we email our customers with a copy of their monthly billing receipt on the first of each month, so no-one should be unaware of our actions. If any customer ever approaches us with proof that they definitively cancelled their membership, and we accidentally continued to bill them, we’d absolutely make it right. In this case, nothing in our systems indicate that this customer cancelled their membership, and it would appear that we refunded their February billing in full, even though the membership agreement allowed for that billing.
If provided with more than a complaint to the BBB and their bank, we’d certainly be willing to acknowledge a mistake on our end and to make this right.Paul G******
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.