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| - Just a warning with this company - despite us giving very specific must-have needs in advance of purchasing the product, and getting their reassurance that if they couldn't do it we would be refunded our fees, their product was not able to do what we spelled out it needed to and they have refused a refund of our startup fees AND 6 months of subscription service we never used. Why did we have it for 6 months you ask? Well, for 6 months we tried to do work-arounds with them to get it to perform the pre-purchase requirements they kept insisting it could do, went to custom programmers to see what was possible, and spent hundreds of hours on our own company employee time trying to make it all work. All to no avail. When I requested a refund of the 6 months of subscription fees of $389/month, and even told them I understood the $2, 500 onboarding fee wouldn't be refunded, I was told to pound sand. Even though we NEVER EVEN ENTERED A SALES ORDER IN THE SYSTEM, they told me we "used" the service for 6 months and they were keeping our money. Here is the reply from their customer care rep, you can see they wonderful customer service approach they use for yourself:
I understand your position on the matter, the portion that I need you to understand is that billing for the monthly subscription is based on availability to the software not usage. During the time you were working with partners and other developers trying to get things figured out, availability to the software was enabled. Much like any other subscription based software or service, availability to the program is what we sell and what you agreed to pay for. Again, I apologize that the exact integration that you were looking for was not able to come to fruition but our sales rep gave you guys a 2 week money back guarantee which is something we very rarely offer. She went above and beyond to give you answers and access to a test account prior to the sale and give you time after the sale to look into things to give you the most time to work out issues and look into these integrations. She offered you more of a window than any other customer gets when coming in. The 5 months following the purchase in which you were looking for developers to make the integration work is unfortunate but it does not change the fact that the agreement you had with us was for availability to our software which we delivered. Developers should have been contacted to answer integration questions when our sales rep allowed you to test things out before purchase with a sandbox account or the 2 week refund window she went around policy to allow in order to accommodate you, not 5 months after the purchase date. That is why that window was given.
If you have questions regarding other topics or issues I am happy to address them but the decision on this issue has been made.
Unfortunately for Infusionsoft, I had at least 4 other clients/businesses to refer to them because their software would have worked for these people even though it didn't for us. My company spent almost $5, 000 with them, spent another $6, 000 in employee time setting up the system, viewing online videos and speaking with their "onboarding" team who never supplied one correct answer to us. So, $11k down the drain later, you would have thought my request to refund us $2, 300 in our subscription fees for 14 users that NEVER USED THE SYSTEM and cost Infusionsoft absolutely nothing to give us access to it in the cloud, would have been met with a "certainly, we are so sorry you've had all this trouble and spent all this time on our product that we told you could do everything you so carefully outlined for us..." But no. Buyer beware, I'd head to ANY other software supplier for your CRM and sales leads needs, try ZoHo, we went to that and it's cost us a third of Infusionsoft and, hey, it actually works.
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