ICM Websites or Internet Cash Machine will not grant a refund without having documentation from HOPSITAL!
On Wednesday, June 2, after agreeing to pay only $2.97 S&H, I placed my order online for their product which I was to receive by mail within two weeks time and would be allowed an online trial period for 3-days to review the product.
On Thursday, June 3, my father-in-law's heart stopped and he had to be rescusitated following a surgical procedure. He was placed under sedation and was revived on Monday, June 7. Due to serious complications, he remains in ICU today.
On Thursday, June 10, I contacted ICM Websites. I explained that due to my father-in-law having been in the hospital, I was unable to utilize the 3-day trial period and requested a credit of the $149.95 which was charged to my account on June 7.
The customer service rep was very insensitive to my situation and was quick to "put me in my place" as he explained that I had authorized the additional charge when I accepted their Terms and Conditions. He explained that my 3-day trial period began the day I placed my order and that my 3-day trial period had expired therefore he could not grant a refund.
I contacted my financial institution and together we made a call to ICM Websites. We spoke to Sam Dell (ext 139). Mr. Dell explained that due to my circumstances, I would be eligible for a credit so long as I could provide sufficient documentation as to my inability to contact ICM Websites to cancel the free trial within the 3-day trial period. I was instructed to fax said documentation to the Customer Service Manager, Matthew Alexander (ext 137).
That evening, I faxed over email correspondence between myself and my employer regarding my father-in-law's status and my inability to be at work. On June 16, I received a call from Mr. Alexander stating that the documentation I provided was insufficient and would not be accepted. He said my situation is unique, "a conundrum".
He said in order for him to "create the grounds for a refund", he would need documentation from the hospital such as as my father-in-law's discharge paperwork to account for all days of my trial period.
This is ludicrous! I explained to him that 1) HIPPA rules and regulations will not allow the hospital to provide me any documentation what-so-ever related to my father-in-law, and 2) I will not be able to have my father-in-law sign any documentation giving his permission to the hospital to provide me such documentation because he has suffered brain damage from the CPR and has suffered a stroke as well! And 3) there are no discharge papers, he is still in ICU today.
I called ICM Websites this evening and spoke to Jennifer (ext 144). I explained to her that she was referenced in another complaint as someone who could assist me with my refund. I explained to Jennifer that I planned to submit a complaint to complaint but first wanted to see if she could assist me. She stated that Mr. Alexander was her superior therefore she could not assist me.
Ironically, I received a call back from Jennifer within 15 minutes. She stated that, with Mr. Alexander's approval, she had discussed my situation with their bookkeeping department and she was given authority to grant me $100.00 of the $149.95 refund. She stated that the $49.95 could not be refunded due to "marketing expenses". I refused to accept a partial refund. After all, it was offered ONLY after I made them aware that I was planning to file this complaint.
I demand a full refund of $149.95.
I can't imagine doing business with this company.
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