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BLAZE complaints

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4590 MacArthur Blvd., Suite 500
Newport Beach, CA 92660 | Get Directions

(415) 964-5689

http://www.blaze.me

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Total Amount in Dispute:
$500.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

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Complaint Closing Statistics

1 complaints against BLAZE closed in last 3 years.
Complaints Type of response
0 Making a full refund, as the consumer requested
0 Making a partial refund
0 Agreed to make an adjustment
0 Refusing to make an adjustment
1 Refuse to adjust, relying on terms of agreement
0 Unanswered

1 complaints against BLAZE

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9/10/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $500.00 Amount Settled: $0.00

Customer Complaint

4/9/2024

The blaze retail team has been misleading since day one. I was coaxed into signing a contract for a new hemp program that would allow me to process credit and debit payments. We were very clear about credit payments being priority. We very rarely used the POS system because it was needing technical support almost weekly and it would take days for blaze and our merchant maverick to come up with a solution. Maverick has continuously been transparent with me and even gave me info on my account that blaze would not disclose with me. I have dealt with two account managers in a one year period, both of which who are no longer employed by the company. I have voiced my displeasures with the company several times and recently asked for our contract to end once I had fulfilled my one year commitment. I was told by my latest sales representative that I would be refunded $500 for the month of January by an account Rep named steven. I did not receive that refund and when I reached out a couple weeks later I was told that he did not have the authority to issue refunds and that I would not receive one, despite being told I would on a recorded zoom call. I have had more than a few issues with this company and would have terminated my contract sooner if I was not still bound to my payment. Ultimately, I would just like to be refunded my $500 for the month of January and for other companies to have the opportunity to exit contract if this happens to them. Resolution Sought Refund $500

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Company Response

8/29/2024

After careful review of the dispute, our files indicate that Robert reached out on November 8, 2023 inquiring when his contract was up/due for renewal. At that time Robert was informed the end of his contract term was January 10, 2024. Robert requested and was given timely notice of when his contract would renew. Robert did not request cancellation until January 3, 2024. At that time, Robert had already been billed and paid the January, 2024 subscription fee of $500. Blaze requires notice at least 30 days prior to the end of the contract term for cancellation. The request to cancel came in on January 3rd, which was well after the 30 day notice required. As a good faith gesture, we still chose to not hold the client to the remainder of the renewed contract. Regarding the request to refund January's monthly fee, our Account Manager, Steven, told Robert that we would review his request for a refund of January's charges and that he would escalate it to upper management and our billing team for review. In light of allowing the cancellation of the remaining 11 months on the contract, Blaze chose to not refund the $500 for the month of January as the request came in well after the defined notice period and after the month of January had begun. We have no record of any communications to the client to the contrary. Blaze does not offer partial refunds or credits of service. Please see our contract terms below: BLAZE is a subscription-based Software as a Service with a 12-month term subscription. In addition to the subscription, we offer optional monthly plugins and services that are billed on a monthly and prepaid basis. Your monthly subscription cost will be the combination of your subscription fee and plugins. There will be no refunds or credits for partial months of service, upgrade/downgrade refunds, or refunds for months unused with an open account. YOU ARE RESPONSIBLE FOR THE ENTIRE BALANCE OF SUBSCRIPTION FEES FOR THE ENTIRE TERM OF YOUR AGREEMENT. EARLY TERMINATION DOES NOT ABSOLVE YOU OF YOUR RESPONSIBILITY. You will be invoiced on the first of each month. You will have 30 days to pay your bill without incurring a 10% late fee charge. Accounts that are sixty (60) days past due may be deactivated. Your first invoice will be prorated for the balance of the first month's subscription. The proration will be based upon an average 30-day month ( (e.g., if your first day is the 11th of the month, your first invoice will be for the 11th - 30th of that month). Each subsequent invoice will be for the full monthly subscription cost. Non-recurring service fees are due when ordered and will not be prorated. Unless terminated no later than 30 days prior to the end of the initial 12-month term, the monthly subscription (and plugins) will automatically renew for an additional 12-month term. BLAZE reserves the right to modify the monthly subscription pricing and will provide 60 days' notice prior to the effective date of any pricing change. Such pricing change, if any, will become effective with the next subscription term. Regarding Robert's other allegations, our records indicate that Robert inquired on May 5, 2023 regarding "a code to connect his GoDaddy website". He was advised to check out ecommerce sites like Dutchie/Tymber/Jane. Robert was not using the Blaze ecommerce platform. Robert reached on June 23, 2023 and September 6, 2023, regarding issues with processing credit and debit card transactions. During this timeframe there were significant issues with FDA regulations regarding CBD sales transactions and the payment processors that were willing to service the CBD industry were intermittently restricting such transactions, especially when there were corresponding online claims regarding the use and effectiveness of CBD products. While we cannot at this time directly correlate Robert's issues on those dates with processor restrictions, such restrictions were commonplace with the CBD industry. The Blaze platform's payment processing integration is able to process electronic CBD payment transactions only when the third party payment processors allow such transactions to be completed. Issues with such processing were not caused by the Blaze platforms payment processing integration. Unfortunately, as is the case here, retailers such as Robert conflate the two and blame the integrator for technical issues generated by the third party provider. There were no other logged interactions with Robert regarding the performance of the Blaze POS platform.

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