ComplaintsforAlto
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Complaint Details
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Initial Complaint
12/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
1/7/2023 Paid (approximately $120) for a year membership for my mother to use Alto. At that time her house address was within their service area. Sometime in the last few months Alto took that same home location out of their service area. She can no longer use Alto to pick her up since they removed her home from their pick up area within the time frame of her paid membership. I should receive my money back from the time they took her home out of their service area until the membership is over.Initial Complaint
05/16/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I used Alto once, and requested to cancel my membership of $12.95 each month. The only way to cancel is listed on the email " You can check your monthly renewal date or cancel your subscription at any time by emailing ********************". On 01/14/2022 I emailed the support and requested them to cancel. They did not respond. I then emailed them again on 04/25/2022. I did not receive a response and membership dues are still coming out of my account. I got charged $12.95 in December, January, February, March, April, and May of this year. This is a ridiculous way to cancel a membership, especially when the support doesn't check their emails. I do have proof of the email, and unauthorized charges to my account.Business response
07/13/2022
Business Response /* (1000, 8, 2022/06/09) */ We have record of receiving one email from Mr. ****** in late April addressing this. It appears it did not make its way into our CRM platform which we are currently investigating, and for that we apologize. We do also have a phone number that we can be reached at 24/7 that we do not have record of receiving any calls from Mr. ******. However, in accordance with our Terms and Conditions (which you can find here at *************************************), all customers must cancel their own memberships from within their app if they wish to discontinue their subscription with us. We have made it quite easy to cancel this within the "MEMBERSHIP" Section in the app, and an email is not required to carry this out. All charges were authorized when the terms and conditions were agreed to which we have record of. We have refunded the membership charges for this individual dating back to January 2022, however, we respectfully decline to compensate him $500. Please let us know if there is anything else needed for this on our end. Consumer Response /* (2000, 10, 2022/06/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.