Complaintsfortrainwell (formerly CoPilot)

• Initial Complaint

  05/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Intentionally overcharging clients. I signed up for the CoPilot app and was enjoying the service. However, when I went to go look at my billing, I noted that they had overcharged my account. I told them that when I had signed up that I had been quote $99 monthly, $279 for three months, and $996 for yearly. They told me that their monthly fee was $129, and they had charged me $297 for three months (at $99 a month). I then sent them a screen shot of the page that comes up when you initiate sign up for the app. This is CURRENTLY the amounts that come up when you sign up for the app as a new client as well (attached). Thus, it seems to be intentional that they are overcharging clients. Rather than correctly refund me, they switched my account to monthly (at $99) and refunded two months ($198), though this has yet to clear to my credit card nor do these changes show up in the app and thus I have no reason to believe that these refunds have been made either. I have charged back the correct amount with my card company (refunded $18). My monthly cost should be $93. My concern is to document this dishonesty, to ensure that I am PROPERLY refunded and then placed on the promised plan and that the plans quoted to me and others at sign up are those that are available moving forward. If they have refunded me the $198, they still owe me $6. Then I want my billing set to $279 for three months moving forward.

  Business response

  05/09/2023

  Hi ******** thank you for reaching out and we apologize if there was confusion! It appears that two confusing things happened. First, it looks like our support team THOUGHT you did NOT know you signed up for a 3-month bundle (which is paid all at once after the free trial) and then second, you have seen two different prices. Our normal price [see screenshot attached] and then a short-term promotional price (when you came back the second time).
  The first price you saw and signed up with was our normal $129/mo price with an option for purchasing 3 months up front for $297 (equivalent to $99/mo but paid all at once) and an option for paying for 12 months up front for $996 ($83/mo equivalent paid all at once). You originally signed up on April 9th at 11:11pm ET with a 3-month bundle for $297 (equivalent to $99/mo). [See attached screenshots of our records indicating your sign up time and plan selection.]
  
  It looks like you then had your free trial (which we are so glad you enjoyed!) and as you mentioned were charged for the 3-month bundle which is paid up front all at once for $297 ($297 = 3 months of $99/mo paid upfront).
  You then went back to our website to look at the prices. However, when you went back you used one of our promotional links which got you an special deal for $99/mo with options for a 3-month bundle for $279 (equivalent to $93/mo but all paid upfront) and a 12-month bundle for $996 (equivalent to $83/mo but all paid upfront).
  When you reached out to our support team, our staff wanted to honor the promotional price that you saw but they also thought that you also wanted to switch from the 3-month bundle to just the monthly option. So that would be a switch from our normal $297 bundle plan to the promotional $99/mo plan. They did not realize that you wanted to remain on the 3-month bundle with the promotional price. Which would be switching from $297 to $279 every 3 months. 
  So since the staff member thought you wanted to switch to monthly they refunded you $198 USD. The 198 is $297 - $198 = $99 (the price of one month on the promotional plan). We use a company called Stripe as our payment processor. Stripe says refunds can take 5 - 10 business days to fully process. So that is why you may not see it yet. I apologize that our first rep did not mention the potential wait time on the refund. 
  
  Unfortunately, our billing service, Stripe automatically cancels accounts with payment disputes. Since you decided to dispute the $18, your account could be canceled by them. We were able to get a work around so you still have access to the service, but I need to make sure your plan will not get automatically canceled. 
  
  
  So, just to review. It appears that you originally signed up for our $297 3-month plan. Then you came back to our site with a promo link and saw a $279 3-month plan option under the promotion. Our support team thought you wanted to switch to monthly instead of 3-month option. So they switched you and refunded you 2 months worth from the 3-month plan since you were still within our switch window. But that is not what you wanted. You just wanted to switch to the $279 3-month plan. We did not properly explain the promotional confusion of the prices and then it appears we did not respond to you for a full day. We also did not properly convey that refunds can take up to 10 business days. I am very sorry for this confusion and for our delay in getting back to you (when you reach out in-app the response time is not immediate we recommend clients reach out to us via email or website chat for faster response times). 
  
  I will be working with Stripe to make sure your plan does not get canceled and that we are able to get you on the correct 3-month bundle for $279.
  
  

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for a fitness coaching app in late 2021. I had an initial meeting with the coach on line via the app. It's been so long that I cannot remember how many sessions I had with the coach. I believe it was at most 2 sessions. I did not have any further sessions with the coach on the app. Nor did engage/use the app for the last several months. I did not receive any emails from the coach or the app since, despite the fact that the app and the coach have my email address. It was today that I discovered that my bank account has been being debited $69 every month since January 2022. I would like to have all of this money - $690 to be exact - be refunded to me for unused services from the app and its coach. The company is offering to refund me for 2 months of services - $138, and to provide me with a credit for the remaining months - $552 in credit for AN APP/COACHING SERVICE THAT I HAVE NOT USED AND DO NOT INTEND TO USE. Had I been alerted that I was being billed $69 a month, with such alerts being sent to my email address that the company has on file, I would have caught these unauthorized charges much sooner. In fact, I long ago deleted the app from my phone. Today, after discovering these costly charges to my account, I had to redownload the app in order to gather more information as to the extent of my account being billed for services I was not using. I am not asking for anything extra. I am simply and rightfully asking to be refunded for the money that I was billed for services I did not use and the company and its coach knew I was not using for many months now.

  Business response

  11/10/2022

  Thanks for reaching out on behalf o* *** ** ** ******* However, it appears we have already resolved this issue with her separately. We submitted the requested refund(s) to her card on file for exactly ten (10) payments of $69.00 (grand total of $690). The refunds were submitted on October 11th, 2022 after she contacted our customer support team via our website chat. Refunds can take up to 10 business days to process though depending on *** ** ** ******** card issuer and our payment processor (Stripe).
  
  I have attached all of the refund receipts.
  

  
  

  See Attachments

*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. ↩