Okay, the company simply ignores me, so I have no option but to expose their working practices here.

On 09th May 2003 I ordered the unlimited domain version of ModernBill for $529.90.

On 10th May 2003 I requested a refund under their refund policy and was allocated ticket number AZO-38334 accordingly.

On 14th May 2003 I got an e-mail from Jeremy saying that he would 'take care of the refund'.

On 3rd June 2003 I received an e-mail from ModernBill stating that they'd had a problem with their ticket system.

On 30th June 2003 I e-mailed Jeremy (at verify@modernbill.com) to ask what had happened with my refund.

On 03rd July 2003 Jeremy e-mailed me back saying that my 'refund was approved and is being issued this week'.

On 30th August 2003 I e-mailed Jeremy again to say that I still hadn't received the refund. I didn't get a reply.

On 25th October 2003 I e-mailed Jeremy again to say that I still hadn't received the refund. I didn't get a reply.

On 29th October 2003 I e-mailed Jeremy again to say that I still hadn't received the refund. I didn't get a reply.


So the upshot of this is that I've now been waiting about 6 months for a refund from a company that hasn't even got the decency to reply to my e-mails any more.

It is probably too late to do a chargeback now (maybe that was the idea behind delaying me) so I guess I'll have to write off the $500+.

However, I can use this opportunity to warn others about the fact that they don't honour their refund policies. Although ModernBill seems to hold a good position in the market in terms of the functionality of their product, their business practises leave a lot to be desired.

Can I ask why you decided not to go with MB After all?

That's a shocking story.

Irrespective of why you decided not to utilise MB they should have refunded your payment when you requested it.

You will still be able to chargeback however, so that's still an available option for you.

We use MB and love it and have always found them to be extremely professional - just goes to show there are always horror stories about any company.

Kevin

Originally posted by LegacyCX
Can I ask why you decided not to go with MB After all?

Changed our minds, basically. We felt the package was too extensive for our needs in some areas and didn't meet them well enough in others.

I do think it leads the way in terms of 'complete' host order/billing packages (although the support desk is a bit under par), but it just wasn't quite right for us and, anyway, I won't do business with a company that doesn't honour its refund policies.

I think what annoyed me most was the way they kept saying things like "we'll process your refund" and "your refund has been approved", yet they never came up with the goods and then chose the least professional of all stances: i.e. ignore the e-mails.

Originally posted by H-U.net
You will still be able to chargeback however, so that's still an available option for you.


I though there was a time limit on chargebacks(?)

It'll be interesting, as always to hear the other side of the story...does MB post here?

Well .. The use Authorize.Net as their gateway and most CC (Visa/MasterCard) allow a client to chargeback up to 1 year.

Sadly, I know this because a client of mine attempted to do that 9 months into their hosting account.

Originally posted by nickn
It'll be interesting, as always to hear the other side of the story...does MB post here?

Yep. People there aren't scammers and I'd like to hear the other side. Maybe the guy got email problems and such.

I haven't had an e-mail from them since July, so maybe they have had e-mail problems.

However, in July I received this e-mail:


Gordon,


Your refund was approved and is being issued this week. Sorry for any delay.


How is your current install working for you?


Warm Regards,

_______________________________
Jeremy
ModernGigabyte, LLC
__________ Ticket Details __________
Created On: 10 May 2003 02:24 PM
Last Update On: 30 Jun 2003 12:35 PM
Last Update By: DI-SOFT Hosting
Current Status: Open
<ticket no="AZO-38334"/>


So if the refund was authorised in early July, one might reasonably expect it to have been issued by late October, yes?

"People there aren't scammers ...."

Are you saying you have received a refund from them? If so, I'd be more inclined to believe this was a genuine oversight.

Why did they ask this, if I may:
"How is your current install working for you?"

Is this still installed or something?

Jon from ModernBill has just contacted me and is attempting to resolve this 'oversight'.

ModernBill is not installed on our servers, Jeremy's question about "How is your current install working for you?" was, I believe, aimed at trying to find out why I was unhappy with ModernBill and what my 'current install' gave me that ModernBill couldn't. I had previously been a ModernBill customer a while ago, so I had some experience to compare it against.

He further went on (in a subsequent e-mail) to describe what was 'around the corner' for ModernBill and offered to ring me if necessary.

These are all actions I'd expect from a decent company and I have no complaints in that respect, but I can only keep asking for a refund for so long (6 months maybe!) before losing patience.

I don't think I'm being unfair here.

However, with luck this can be sorted out now without further ado, which is really all I want.

Just an update here to say that Jeremy at ModernBill is now attending to this matter.

It seems that there was an administrative error somewhere along the way.

The refund is now being dealt with in a professional and efficient manner and I am hopeful that I will be able to report a satisfactory conclusion very soon.

The refund has now been processed and ModernBill were both professional and efficient.

It seems that MB attempted to refund me, but the refund was rejected by their payment processor. MB didn't pick this up and then there were some communication problems (for some reason my e-mails weren't getting through).

Anyway, all is now well and I retract the 'rip off' implication in the thread's title.

Hello Gordon et all,

I am glad you were able to get this resolved with Jeremy ... while we never claim to be perfect, things like this should NOT have fallen through the cracks for so long.

To that note, thanks for updating your post with the resolution.

Warm Regards,