ComplaintsforFlexbooker

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased this 'online booking system' in July 2023, however it did not meet the needs for my business. The faulty program actually caused me business loss, as it did not work, and I missed client bookings. As well as unmet promises for a personalised program - it did not work for the month "used".I contacted the company, and they agreed to a partial refund in 7 Sept 2023 "I was able to get approval for your refund amounting to $419 USD which you will see in 3-5 business days on your account. (That's $468 - $49 for the month used). We truly apologize for the delay and inconvenience. Should you need to restore the account in the future please don't hesitate to let us know." I have lengthy, ongoing email chains of communication with this company, and still no refund. They say they will update me, but never get back to me. It is always me initiating communication. They continue to 'apologise' for the delay, without any resolve.We now have a son in a intense, extended hospital stay (months), and I am unable to currently work. We are under significant emotional and financial stress, and I can no longer continue to chase this refund with the company. I have been in contact with *************************, as a representative, and also *********************, who is the owner of Flexbooker. Both have said a refund will be organised. It's now nearly a year later, and this is still ongoing Will upload some supporting documents - there are more email evidence to provide if needed.Would like a FULL refund of the $468, plus a year of interest.

  Business response

  07/29/2024

  It looks like what happened is that when the initial refund was processed (which we offered despite this not being part of our user agreement- our annual plans are heavily discounted, so pro-rating refunds in effect makes them just like monthly plans but much cheaper) the credit card used for the purchase had been cancelled, so the refund failed. We tried to initiate an international wire transfer to also send the refund but the customer's bank rejected the transfer from our US bank.

  We have reached out to the customer and have now offered to send a physical check if they could let us know the mailing address to send this to.

  This case has cost us so much in support time - it turns out we never should have tried to be kind in the first place, but we will still honor the refund offered if the client could give us a way to send the money.

  Customer response

  07/31/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22055356
  
  Thank you to the BBB.
  
  I am rejecting this response because: I am requesting to keep this communication channel open with the support of the BBB until I receive the refund.
  
  A prompt and efficient refund would have saved all parties involved considerable hassle and resources. The program did not work as promised, which is why I requested the refund.
  
  ******, please ensure you use the updated bank details I have provided. I have communicated that I have changed banks numerous times.
  
  Please confirm that you have attempted the international transfer using the following details:
  
  Bank: ********************
  International SWIFT Code: SGBLAU2S
  Bank Branch/BSB Address: ************************************************************* (this is not my address)
  Name: *********************
  BSB: 112879
  Account Number: *********
  
  I hope we can work together with open communication to troubleshoot a wire transfer.
  
  This method would be much more efficient than posting a cheque (room for further error).
  
  I regret having to escalate this matter, but after one year of patience and continued requests for a refund, I am left with no other options.
  
  Regards,
  
  *********************

  Customer response

  08/13/2024

  Hi, 
  
  I have not received a refund from Flexbooker, or correspondence from through the BBB portal. 
  
  I did receive the attached email, however I responded through the BBB portal regarding my bank details. I don't think ****** has tried refund the money via this method. 
  
  Would much prefer wire transfer of refunds, than a cheque in the mail. 
  
  Will take your advice on this matter. 
  
  Look forward to hearing from you. 
  
  Best wishes, 
  ****
  
  
  

  Customer response

  08/30/2024

  Wondering if there is any update on progress? 
  
  Thank you.
  

  
  

  Customer response

  09/04/2024

  ********************;8:50 AM (1 minute ago) to me
  
  Hi ***************,
  
  I did reply through the link and could see I was to await a response.
  
  I will forward my reply as soon as I'm back in my lap top. 
  
  I have not received a refund or reply from Flexbooker.
  
  Best wishes 
  Kate 

  Customer response

  09/07/2024

  I have not received a refund, or a reply from *********************, after my response (attached) on the 31st July.

  Business response

  09/10/2024

  Hi ****, I've issued a refund today for the full purchase price to the SWIFT code you provided. It is coming from Bank of America, and should be with your bank in the next 2-3 business days according to BoA. There may be another 2 days of processing once it reaches your bank apparently, but you will have the money in a few days time.

  Customer response

  09/18/2024

  I am still waiting for a refund, despite ******'s last message that it had been sent. I am unsure what to do on the BBB portal. As I am satisfied with the response, as long as the refund is received. 

  Business response

  09/18/2024

  Dear ****************,

  Could you please confirm your address?

  I've asked our bank to trace the transfer and they have asked for that information. As soon as you can confirm that they should be able to make sure the transfer is processed right away, as it is in a pending state waiting on that information despite having the bank ID and your account number (I'm not sure why to be honest).

  Thanks,

  ******

  Customer response

  09/28/2024

  Hi, 
  
  I am unable to reply through the BBB portal, except for this link or email. 
  
  Response to:  
  
  MESSAGE FROM BUSINESS:
  
  Dear *** ******,
  Could you please confirm your address?
  I've asked our bank to trace the transfer and they have asked for that information. As soon as you can confirm that they should be able to make sure the transfer is processed right away, as it is in a pending state waiting on that information despite having the bank ID and your account number (I'm not sure why to be honest).
  Thanks,
  ******
  
  _______
  
  Could you please pass on my address: 
  
  13 Ngungun Crescent 
  Glass House Mountains 
  QLD 4518
  *********
  
  Best wishes 
  ****
  

*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. ↩