ComplaintsforTransform Management, LLC

• Initial Complaint

  03/28/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I signed up for a free trial of The Transform App by Chris and Heidi P***** in 2021. After the trial, I didn't want to continue, so I deleted my info on the app, then deleted the app. In *********************************** it clearly states under the Account Deletion section that you can delete your account by emailing support@thetransformapp OR "you have the ability within the app to delete your account. This action will remove your data from the database." After I did that in 2021, I was charged for the app on 9/20/21, 3/21/22, 9/20/22 and 3/19/22. Each charge was $41.82. There was no customer service phone number to call, so I emailed them. I told them to stop charging me and asked to speak to someone on the phone, as emailing and deleting my account wasn't working and I was being charged. An email response said I could not talk to a real person. They said they would only refund one of the $41.82 charges. I still have no idea if they will continue to charge me. I have no resolution because I have not been allowed to talk to an actual person. I would like my remaining $125.46 refunded and all my information permanently removed from their database like it was supposed to be in 2021. I have documentation of the charges, their account deletion policy, and email correspondence, if needed. Thank you.

  Business response

  03/28/2023

  Dear BBB,
  Thank you for bringing this situation to our attention. We have been in contact with our customer, and we are working directly with them in regards to this complaint.  Unfortunately, If the app is deleted from the mobile device, this does not automatically cancel the customer’s subscription. Prior to their purchase, they must agree to our Terms of Use which include the instructions on how to cancel their subscription if they wish to do so in the future. The customer’s request for us to cancel the subscription was on  March 20, 2023 and we canceled it that day.  We did make an exception to our Billing Policy to refunded the most recent charge. At this time, this is all we are able to make an exception for. If the BBB has any questions during this process, please let us know, and we will be happy to assist.
  Thank you,
  The Transform App Team

  Customer response

  03/28/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  ***** ******
  

  I have attached info from their website that explains how to delete an account. They charged me 3 more times after I deleted my account. They never notified me that they were charging me. I only realized it when they sent the March 20 email. When I responded, they assured me that I was a previous customer and the email was a mistake. I was charged again after that, even after I asked them not to charge me. They are being deceptive and their website information is misleading as to how to delete accounts and personal information.

*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. ↩