centr.com

Terrible practice and customer service

Like many others, I had a 4 weeks trial (and read the T&Cs) but naively thought they would send me a reminder before charging me for the yearly subscription. I haven't used the app during the trial as I was busy with other sports and ended injuring my wrist. I contacted the customer service within a few minutes of receiving the notification from my bank that I was being charged, explaining in good faith that I never used the app and had an injury. Like others, they shoved the T&Cs in my face and refused to refund. It took quite a few emails back and forth and escalation on my end to eventually get them to happilly offer a refund if I was providing a medical certificate for my wrist injury (which I did within minutes as I already had one for my gym membership).Of course their reason for refunding me had nothing to do with my wrist (as they would have offered it after my very first email) but just couldn't bother getting it escalated. They didn't even respond when I sent the certificate. I had to chase them 3 days later to make sure the money was being refunded.On all the emails, they have absolutely never addressed my concerns regarding the lack of reminder and their terrible customer service.I've worked for over 8 years in this field, selling from mid-range to luxury services. None of the companies I worked for would have taken money without several warnings prior to the due date. None of the companies I worked for have kept the money when the clients cancelled on the same day they were charged, even though deposits were non-refundable in our T&Cs. T&Cs are important for a business and should be read by customers but good companies do care and are fine moving things around when needed. Mistakes/emergencies/unplanned issues can happen and they get it (up to a certain point of course). There is no point keeping a customer who is not happy! I have acknowledged that it was my mistake I didn't cancel but they absolutely never acknowledged doing anything wrong, or that they would take the feedback to improve their systems. I was told over and over that I was the only one in the wrong.Automatic reminders prior to a payment are stupidly easy to set up. They know exactly what they are doing and their business plan is completely based on shady practice to get people paying for something they actually don't want. I can't support that and I can't even comprehend that a famous actor would accept to be involved with this.Once my wrist is healed, I'll go back to the app I was using previously.Edit following their response (1 month later): where did I ever say their T&C's and response was incorrect or unclear? Once again they do not address the actual complaint which is the lack of reminder (super shady when you don't offer any flexibility or refund option) and their complete lack of empathy (big issue when you work in customer service). + The lie on the reason for "happily" refunding me (why waiting 4 or 5 emails to refund for a reason stated in my very first one).

Date of experience: Feb 17, 2022