ComplaintsforCasebook PBC

• Initial Complaint

  08/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In December 2022, we subscribed to Casebook for case management software. The sales team assured us of several features and customization levels that did not materialize after purchase. Alongside the subscription, we also purchased a 'light version' of onboarding. However, the software was more complicated than promised, and in March 2023, we requested additional support.The technician provided confusing forms for onboarding, and due to the process's complexity and my availability issues, we did not progress until August 2023, when I re-engaged with Casebook. Over the next few months, I worked with their technician, ***********************, and in December, she conducted a brief training session with our staff.At this point, it became evident that the software was not fully operational or prepared for our use. Additionally, we were informed that the data importation service, which we believed was included in our initial agreement, would now incur additional costs, a significant deviation from what was promised.In February 2024, after repeated attempts to make the software work, we requested to cancel our subscription and sought a refund for the three unused licenses. Our request was denied, and we were informed that our contract had been automatically renewed without our explicit consent, binding us to continued billing for a service that did not meet our expectations.We believe Casebook failed to deliver on its promises, and the automatic contract renewal without proper consent was not in good faith. We seek the following resolutions:1. Immediate termination of our contract without further billing.2. A full refund for the unused licenses and a partial refund for the period when the software was not fully operational as promised.3. Written confirmation of the contract termination and refund process.We are filing this report with the Better Business Bureau to seek assistance in resolving this matter and hope to reach an amicable resolution.

  Business response

  08/30/2024

  We received your notice regarding Afghan Support Networks BBB complaint regarding our rejection of their request for early termination of their current subscription period for Casebook.  This letter should serve as Casebooks response and includes attached documentation regarding the signed contract between *************** and Casebook PBC, the Casebook PBC terms of service and a recounting of the history of our communication.

  We concur with the stated facts of our business operating procedures. Customers attend a demonstration of the software and determine if it is a tool that will support their agency. Our Sales team assists by providing a package including a subscription (access to the tool) and an onboarding package. When engaging with a customer, we use a simple contract highlighting our standard practices, including the auto-renewal policy requiring a 30-day notice before the end of the subscription term if canceling.  Casebook is a configurable, software-as-a-service platform that is purpose-built for human service organizations.  As such, it is our operating model that we work with customers at varying levels of interaction (based upon purchase) to advise on how their designated administrator (customer staff) can configure the system for their needs. While we use customer feedback as a way to enhance our platform and drive our roadmap, we do not support customizations for any customer and we offer guidance and suggestions for customers who may desire to use the system in a very unique way or expresses a dislike for a particular user experience.  

  Our Sales Account Executive reached out to *************** to explore whether his organization, Afghan Support Network was experiencing any of the challenges that many non-profit leaders face. Based on their conversation, *************** continued throughout our sales process to receive a demo of Casebook and eventually purchased the service for an initial committed term of 1 year for 4 users and a quickstart onboarding plan plus a session of hands-on data mapping and preparation.  We provided *************** with a discount of 10% for signing a 1-year commitment plus a $250 discount for the hands on data mapping exercise which consists of a *** review of the customer data source and advice on how to ensure it will be successfully imported by the customer (rendering this service free).  The Quickstart onboarding package which *** ****** chose is a do-it-yourself offering in which the client will use our sel- onboarding tools consisting of curated articles, videos, and online courses, to learn how Casebooks functionality works and configure it for themselves.  Customers receive access to 2 hours of one-on-one time with a Client Success Manager to help with questions and give advice and troubleshooting.

  Starting in December 2022 upon the signing of the contractual agreement, our onboarding team reached out to *************** to begin the software onboarding process. The onboarding process was frequently disrupted due to ** ******* lack of availability.  After numerous attempts to engage *************** regarding his progress accessing our self-onboarding tools, the Client Success Manager offered additional free sessions one-on-one to *************** to help him guide him in a more hands on way to set up the system.  

  On January 4, February 8, May 2, and May 9, our Client Success Manager (***)  reviewed Casebook with *************** and provided detailed instructions on how to configure the system to enable his teams use of Casebook to support their client casework, similar to the work she has done with 100s of our customers in human services and 10s of customers specifically in refugee resettlement.  In addition to these 4 hour-long sessions, our *** provided not-only free data mapping and review for provider and service records, but configured this part of Casebook for ***************, also for free, something that we do not traditionally do for customers in an unpaid fashion.  

  *************** shared confusion over the separation of a Person profile and a Case Record, which was addressed by the *** repeatedly.  This is a common feature and considered by the vast majority of current customers as an advantage when implemented and used in reporting for human service organizations. 

  In addition to the interactions between *************** and his ***, our ****************** sent multiple emails to remind *************** about his upcoming renewal. In September 2023, we sent a 90-day reminder to **************** regarding his upcoming auto-renewal and reminded him of our policy of notifying us within 30 days prior to the renewal date if there is a request to cancel.  We have submitted this email along with a screenshot of some of the relevant notifications from Chargebee, our subscription management and notices tool, and also sent 2 screenshots of the sample renewal notices that were sent on October 21 and November 8 regarding his upcoming renewal, both of which are in advance of our standard 30 day notice to renew.  ** ******* subscription renewed on December 16, 2023 for another 12 months.

  Given his renewal status and his continued communication with his ***, we made an extended effort to support ** ******* struggle to complete configuration and rollout Casebook to his team.  Our *** provided a free end-user training to ** ******* staff on December 14, 2023.  This recorded training, a stand-alone add-on purchase valued at $1999, was offered at no charge to *** ******.

  In February 2024, 3 months after the cancellation due date passed, *************** notified us that he would like to cancel.  In accordance with our policies, we let him know that we would ensure that his current subscription term would not be renewed on December 14, 2024.   Additionally, the *** offered multiple ways to support *************** and his team during the remaining months of his subscription.  *************** alleged that he was renewed without his consent, however, as provided, we notified him multiple times in advance of his auto-renewal and were meeting with him regularly during the renewal period and as a result, were surprised to hear of this decision.

  Casebook PBC does not customize contractual agreements with our customers, and as such, we have no way of knowing, predicting, or being liable for a customers capacity to complete their administration responsibilities and rollout the system to their team, though we do our best to describe these efforts during the sales process and as documented above, go the extra mile to support customers that appear to struggle.  Our contractual terms which are intended to be simple and transparent consist of a roughly 2 page order form in which we highlight relevant order clauses in pink [see attached original contract and renewal].  Additional terms of service are published and available 24/7 on our website at ***************************************************; These terms are reviewed and accepted by every Casebook user on their first time logging into our software service.  

  When we engage with a customer such as ***************, we additionally require a signed statement that they are a duly authorized representative of Afghan Support Networks and I (a) consent to the Casebook PBC Terms of Service and the applicable Additional Terms (which are hereby incorporated by this reference), (b) consent to the pricing terms included herein (attached quote), and (c) acknowledge the Casebook Privacy Policy.

  We would be happy to provide further evidence but there are limitations to how much can be attached to a case here. We are perfectly OK with releasing all email communications related to this matter if that can help. 

  Given the above contractual terms and conditions which *************** signed on December 16, 2022 on behalf of Afghan Support Network, we cannot waive the payment for the remaining term or any of the past charges.  We have removed Afghan Support Networks from renewal so their account will expire on December 16, 2024.

  
  

  Customer response

  09/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Thank you for your response to my complaint. However, I must express my dissatisfaction with the outcome and several points raised in your letter. While I understand Casebooks operational procedures, I strongly believe that the product we received did not align with the features and functionality promised during the sales process. I would like to address the points in your letter and further elaborate on why I believe our request for a refund and contract termination is both valid and justified.
  

  1. Overselling the Product:
  During the sales process, the Casebook team presented a demo showcasing various features and a level of configuration that made it seem like the software would easily meet our needs. However, after purchasing the product, we quickly realized that many of these features were either discontinued or unavailable. For example, the demo presented certain customization options that we later discovered were not possible within the platform. This led to a significant amount of time being spent trying to figure out how to make the software work for us, only to find that some of the components we needed were either missing or did not function as demonstrated. This discrepancy between the sales presentation and the actual product was communicated to your representative, ******* multiple times.
  

  2. Complicated Setup and Unmet Expectations:
  The configuration and setup process was far more complex than what was communicated during the sales process. Despite the inclusion of a "Quickstart" onboarding package, the process was anything but quick or intuitive. We found the self-onboarding tools to be confusing, and despite repeated attempts to get the system up and running, we never achieved full functionality. Additionally, the assistance we received was insufficient to address the core issues we were facing. The level of support provided, while appreciated, did not resolve our challenges or help us configure the system to meet our needs.
  

  3. Unused Licenses and Value for Money:
  We purchased four licenses but only ever used one to try to configure the system. The other licenses were never utilized because the software was not operational in a way that would allow us to roll it out to our team. Despite repeated attempts to make it work, we were unable to fully implement the system, and as a result, we were left with unused licenses for which we are still being billed. This is unacceptable, especially given that the product never delivered on its core promises.
  

  4. Predatory Auto-Renewal Practices:
  While it is true that I received emails about the auto-renewal, I believe this practice is predatory. Auto-renewal should be an active choice, something a customer consents to engage in, not a default action that customers must remember to opt out of. Given the challenges we experienced with the software, I believe we should have been given the opportunity to re-evaluate our subscription and the value we were receiving from it, rather than being automatically charged for another year of a service that was not meeting our needs. Renewal should be something a customer engages into, not something they have to engage out of.

  Given the products failure to meet our needs, the overselling during the sales process, and the fact that we were auto-renewed without actively opting in, I continue to request:
  1. Immediate termination of our contract without further billing.
  2. A full refund for the three unused licenses, and a partial refund for the period when the software was not fully operational or as promised.
  3. I believe this is a fair resolution, given the circumstances. I would like to resolve this matter amicably and look forward to your prompt response.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

*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. ↩