Reply from B12 AI Website BuilderDec 13, 2024
Thank you for sharing your feedback, Kate.
We’re sorry to hear your experience didn’t meet expectations. At B12, we strive to provide value and support to all our clients, and we take feedback seriously to help us continually improve.
To clarify, your website was completed and launched in August with your approval. In October, at your request and with approval of additional costs, we began a new project to redesign the site to reflect a new vision developed by you and your team. This involved significant time and effort to accommodate your updated goals.
Regarding billing, you were not charged for December after your request to cancel. However, the past-due balance from November was processed once funds became available, reflecting services already rendered during that period. Our billing and cancellation policies, including our no-refund policy, are outlined in the Terms of Service agreed upon at signup.
You also mentioned disputing subscription charges. When disputes are filed, funds are reversed by the payment processor, even if services have already been provided. In such cases, our policy requires deactivating the associated account to avoid further billing or misunderstandings. This step is taken to ensure clarity for all parties and is in line with standard practices. It’s worth noting that your cancellation request had already been submitted prior to this process.
While we regret that your experience fell short of expectations, we remain committed to transparency and to supporting our clients as effectively as possible.
If you’d like to share additional feedback or discuss this further, please don’t hesitate to reach out at [email protected].
Thank you again for your input, and we wish you success with your new provider.
