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3.0 10 Reviews

Infusion Software Complaints Summary

5 Resolved
5 Unresolved
Our verdict: While Infusion Software has an above-average resolution rate, there’s room for improvement. Investigate common issues reported by customers and understand how they were resolved. Be prepared to follow up on your queries if needed, and keep detailed records of all interactions.
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10:50 am EST

Infusion Software infusionsoft software

Stay away! They are liars, theives and scammers!

They will promise you that their software has certain capabilities but after signing up you will see they lied. If you then close your account, you will be charged an exorbitant termination fee.

They refused to own up to their mistakes and keep supplying false information on how to accomplish what we want.

In short, they are more than dishonest!

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11:32 am EDT
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Infusion Software small business sales & marketing automation service - scam

We did not receive any of the services that Infusionsoft had promised to us and that we have been billed for. We were mislead and misinformed as to the capabilities and services that Infusionsoft promised us they could provide. After we uploaded our client list into their database we experienced problems getting through to anyone in customer servce or our "Coaches" to even get the initial process started and when we finally did get through after several months and finally scheduled the first of 3 of our hour long "Kickstart Onboarding Calls", that we were billed an add'l $1000 for on top of our monthly subscription fee, we were informed within the first 15 mins of that 1st call that none of the capabilities or services we were originally promised were even possible for them to provide to us. Our coach told us that everything we were looking to do with their service, that their sales rep assured us we could do or get, was not possible or something they could even provide. We then told our coach that we wanted to cancel the service and get a full refund and he said he couldn't help us with that but that he would inform customer service to call us to discuss our concerns. He said he could not give a name or phone number to us for customer service because he didn't have any of that info and could only send an internal request for someone to call us. What service company has no customer service number? It took several days for us to receive a call back but finally got a call from Taylor Barnette, a Customer Care Manager. I told him we wanted to cancel our service and get a full refund as their service was not capable of doing any of what was promised, nor had they provided us with any service of any kind to date. He told me we could cancel but that we would be billed an Early Termination Fee of $717 & they would not issue any refunds even though they have not provided any service to us nor could they do what we needed. We will be contacting our lawyer at this point.

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4:54 pm EDT

Infusion Software email marketing / crm

Kyle Deering from Infusionsoft, a telephone sales terrorist sold us a package to enable our company to utilize their email marketing and crm. We paid for the entire system to be set up for us, but because KYLE DEERING lied and fraudulently convinced us that these services would be completed for what we paid.

Kyle Deering of Infusionsoft complaints, fraud, complaint, has hurt our Company and he'll hurt yours.

Proceed at your own risk. Where we come from it's called FRAUD by Kyle Deering and Infusionsoft Fraud and Misrepresentation.

Kyle Deering: [protected]

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3:56 pm EDT

Infusion Software Sales and Marketing Software

Just a warning with this company - despite us giving very specific must-have needs in advance of purchasing the product, and getting their reassurance that if they couldn't do it we would be refunded our fees, their product was not able to do what we spelled out it needed to and they have refused a refund of our startup fees AND 6 months of subscription service we never used. Why did we have it for 6 months you ask? Well, for 6 months we tried to do work-arounds with them to get it to perform the pre-purchase requirements they kept insisting it could do, went to custom programmers to see what was possible, and spent hundreds of hours on our own company employee time trying to make it all work. All to no avail. When I requested a refund of the 6 months of subscription fees of $389/month, and even told them I understood the $2, 500 onboarding fee wouldn't be refunded, I was told to pound sand. Even though we NEVER EVEN ENTERED A SALES ORDER IN THE SYSTEM, they told me we "used" the service for 6 months and they were keeping our money. Here is the reply from their customer care rep, you can see they wonderful customer service approach they use for yourself:

I understand your position on the matter, the portion that I need you to understand is that billing for the monthly subscription is based on availability to the software not usage. During the time you were working with partners and other developers trying to get things figured out, availability to the software was enabled. Much like any other subscription based software or service, availability to the program is what we sell and what you agreed to pay for. Again, I apologize that the exact integration that you were looking for was not able to come to fruition but our sales rep gave you guys a 2 week money back guarantee which is something we very rarely offer. She went above and beyond to give you answers and access to a test account prior to the sale and give you time after the sale to look into things to give you the most time to work out issues and look into these integrations. She offered you more of a window than any other customer gets when coming in. The 5 months following the purchase in which you were looking for developers to make the integration work is unfortunate but it does not change the fact that the agreement you had with us was for availability to our software which we delivered. Developers should have been contacted to answer integration questions when our sales rep allowed you to test things out before purchase with a sandbox account or the 2 week refund window she went around policy to allow in order to accommodate you, not 5 months after the purchase date. That is why that window was given.
If you have questions regarding other topics or issues I am happy to address them but the decision on this issue has been made.

Unfortunately for Infusionsoft, I had at least 4 other clients/businesses to refer to them because their software would have worked for these people even though it didn't for us. My company spent almost $5, 000 with them, spent another $6, 000 in employee time setting up the system, viewing online videos and speaking with their "onboarding" team who never supplied one correct answer to us. So, $11k down the drain later, you would have thought my request to refund us $2, 300 in our subscription fees for 14 users that NEVER USED THE SYSTEM and cost Infusionsoft absolutely nothing to give us access to it in the cloud, would have been met with a "certainly, we are so sorry you've had all this trouble and spent all this time on our product that we told you could do everything you so carefully outlined for us..." But no. Buyer beware, I'd head to ANY other software supplier for your CRM and sales leads needs, try ZoHo, we went to that and it's cost us a third of Infusionsoft and, hey, it actually works.

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5:31 am EDT

Infusion Software Scam artists

This company will say anything to make the sale - then when you are disappointed and you explain the reasons for your dissatisfaction, they shut you down and send you to collections. I have done business with hundreds of software companies, and this one is the most arrogant by far. Beware. Be wary.

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10:37 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Infusion Software They Will Delete Your Database

Do should not trust Infusionsoft with your database! They purposely deleted our database of over 50, 000. We had been with them for years. They over charged us and when we called them to discuss the matter, they were arrogant and told us it was their way or the highway. During the call, Infusionsoft froze our account and would not allow us to access our database of over 50, 000. They told us that until we paid their demands, we would not be allowed to access our database.

We discussed the matter within our company and decided to terminate the relationship. We called to inform Infusionsoft of our desire to terminate and they would not allow us to retrieve the database. We asked them to send it to us. They refused. After 3 months of calls trying to resolve the matter and get OUR PROPERTY returned to us, they informed us that their policies state that all databases for inactive accounts will be deleted from the system within 30 days and that we could bring a lawsuit if desired. Infusionsoft deleted our database from which we had earned well over $3 million the previous year and which had taken us 3 years and thousands of dollars to build.

Here is their policy: http://www.infusionsoft.com/legal/eula

Notice it says, "at Infusionsoft's election... Infusionsoft will make all company data available"

5.3 Fees; Return of Data. - In the event of termination or expiration of this Agreement, all Fees due and payable to Infusionsoft must be paid in full. At Infusionsoft's election, upon its receipt of all such Fees, or after notice of intent to terminate has been received from the customer by Infusionsoft, Infusionsoft will make all company data available for a period of 30 days and then remove Customer from the production environment.

Infusionsoft is a scam. They have control of your business' most significant asset, your database. They know this and will use it to extort you. Do not use this company as there are many alternatives including aWeber, Nanacast and even a much cheaper way by hosting your own server and using Interspire to send emails or by using Amazon SES.

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2:48 pm EDT
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Infusion Software scam

TOTAL SCAM!
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They asked for my payment info, I gave it to them, then they went ahead
and charged 3X the amount that we agreed upon!
When I asked for them to return the amount that they over-charged me,
they came back with a bull-###:

"OUR POLICY IS WE DON'T ISSUE REFUNDS"

WTF? This isn't a refund, this is returning money that doesn't belong to you...
The ethics of this company is clearly apparent... STAY AWAY!

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Cognesis Marketing
Camas, US
Sep 05, 2011 12:59 am EDT

I have several clients using Infusionsoft and while there have been billing mistakes, in each case after contacting the sales rep and the finance team and explainign the situation, they have quickly and happily done the right thing by the customer. I have found them to have a strong culture of customer serivce and solid ethics.

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Pissedconsumer1
, AE
Sep 03, 2011 6:54 pm EDT

Does this actually work?

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6:36 pm EST
Resolved
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Infusion Software Bad Service, No Refund!

Infusionsoft had promised that I was to a consultant to help me get the program up and running the next day. As you know it is difficult to get started with their program. However, A week and 1/2 I did not receive a reply until I demanded a refund. Then, and only then, did I get a bunch of call including Clate Mask himself promising that I would get a refund. Well, 2 months later I have nothing and only dumb email responses like this;

Hello Sam,
I don’t see where you were billed in Jan. The only bill I see is 12/28/09.
Please let me know if you were billed in Jan. and I will take care of it.
Thanks Sam.

Marc Pilkington
Account Manager

Phone: 480.385.7668 | Fax: 480.385.7650
marc.[protected]@infusionsoft.com | www.infusionsoft.com

From:
Sent: Friday, February 05, 2010 2:14 PM
To: Marc Pilkington
Subject: Have Not Recieved Refund Yet, Sam Miklosko

Hi,

I am still waiting for the refund you promised me last month.

Please respond,

Sam

So, I suggest that if you are not prepared to spend a lot of money with them you will not get service they so promise!

So my question to them is,

Where is my refund?

2-20-10

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2:55 pm EDT
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

Infusion Software - Refused refund

INFUSIONSOFT REFUSED TO REFUND MY MONEY... BEWARE! I bought Infusionsoft on a Weds. cancelled on Friday. I was led to believe that this software was easy to use and that a rep would set up the system. The product was actually very very labor intensive. My sales team couldn't even login and it appeared that this was not a good product for us. A Professor of...

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11:05 am EST
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Infusion Software Online scam

Stay Away! All Their promises are nothing but hot air! I've gotten nothing but the run around from them since I first signed up with the over 2 full weeks ago. Not 1 of any of their supposed 'Bonuses' did I receive; even though I have repeatedly requested them to several of the con artists that work there

Beware of the 'secret committee' that hides behind the curtain. The peons that answer the phone cannot give anyone a direct answer - if they ever decide to answer their phones,

And they say that they will help YOU connect with customers?

I have not even got an email from them in over 9 days.

Their customer service sucks.

STAY AWAY from this bunch of internet cons!

I cannot believe that Dan Kennedy would let them drag his name through the dirt with their lousy service. Empty promises of some sort of mythical Dan Kennedy sales letters - just hype and more lies.

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ClydeTX
, US
Oct 17, 2017 4:04 pm EDT

Dishonest Infusionsoft Certified Partners need to be included in any lawsuit. Screen your InfusionSoft Certified Partners carefully for whether they fit your business needs, location, pace and culture.
An InfusionSoft Certfied Partner from a small town, and experience with "Mom and Pop" outfits, a non-profit like the Nipomo Chamber of Commerce, with a folksy style and limited business experience is not meant for a growing company. No Genie in Automation for InfusionSoft can resolve trust, compataibility and work ethic issues. Screen Hard and Well before you jump!

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Rich Preisig
, US
Aug 11, 2017 7:15 pm EDT

Kyle deering steals our money. see images and invoices. kyle deering, so many people say you're going to jail.

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Rich Preisig
, US
Aug 11, 2017 7:03 pm EDT

Kyle deering - con artist working with infusionsoft - thief living the life on other people's wealth. hey kyle, "every parasite needs a host!" you're going to jail.

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Mtnchicken
, US
Jul 19, 2017 11:58 am EDT

nd over they have made promises . Today we just had an "expert meeting " we had scheduled for 10am MST and her IS calendar was set for MDT so my whole team was waiting for her . When we got her on the phone, every question we had asked for help for she didn't know know the answer to .
A total Scam and I got Scammed and screwed my whole team, with and inferior product

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BuyPhen375
, US
Apr 27, 2017 11:57 am EDT

I have to agree unfortunately...

their basic reporting just sucks and you need a university degree to get things working...

Not user friendly at all.

I am glad I switched to Paykickstart...Really simple to use and I just love it.

I have found a comparison and 30 day trial offer here for anyone else to try. https://www.thedutchmarketers.com/paykickstart-comparison/

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Dave-12kedudhd
Windermere, GB
May 18, 2015 10:51 am EDT

I got a refund from Infusionsoft today: 15 May 2015 POS 3889 13MAY15, INFUSIONSOFT, CHANDLER US, REFUND, USD 1561.62, VRATE 1.5814, FGN PUR FEE 27.16 £1, 014.65.

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Rob Lambert
new york, US
May 24, 2012 9:24 am EDT

I have been a customer for 5 years and use Infusionsoft to run a growing direct response training business. It was a mess the first three years, just an expensive rolodex and a stream of "success coaches" or "automation coaches" most of which didn't know any more than I did. I tried several of their certified consultants. What a mess and a complete waste of money. I was ready to quit...

Then, something changed. Infusionsoft realized that their product is confusing and is a pain in the butt to implement. They also realized that most of their much touted consultants were just trading on a designation which was not earned. Infusion upgraded their training and recertified the trainers (getting rid of the pretenders). I started attending the weekly training and after another year actually hired a trainer who allowed me, which the help of some high level infusionsoft consulting from outside the company, to actually get my business automated. During this time customer service quality increased by a large amount and the wait times started to fall (sometimes these still are bad by never more than 10 minutes even on a bad day).

Now, I make money every day without doing a thing. My customers are happier with me. Sales are up. We can now monitor the activities of visitors and I am on my way to a banner year.

The bottom line is that it is a royal pain to implement. DO NOT think it will be easy or inexpensive. You will need to know programming, design, things like API and a host of marketing stuff (some of which you won't know). You will have to work your ### off to make it work and spend tens of thousands with consultants or learn some new skills. The reward is that once you have automated all of the processes in your business which can be automated your business will free up a lot of your time. It should also make you more money.

It is worth every single drop of blood I sweated because after years of work and lots of high priced help my business is well on its way to being completely automated. Along the way I felt lied to and certainly the sales folks were unrealistic about what It could do when I first got it. Now, the message is pretty clear.

Most importantly, infusionsoft does work and it works very very well. It just takes a HUGE amount of energy and commitment to get started.

My judgment: Worth it without a doubt.

Rob Lambert

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BenGlass
, US
Dec 03, 2011 3:50 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Infusionsoftnis a great program and a great compant . I use it to run 2 businesses, including a law firm. Marketing And Business building is complex and hard work. Infusion soft is a tool. If you don't understand the essentials of marking and the time and
Effort that it takes to do it well then infusionsoft probably won't help. If you do understand, it is a wonderful and powerful tool.
Ben Glass, Fairfax Va

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Infusion"SUCKS"
Chandler, US
Jun 03, 2011 12:48 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Well, I used Infusion”SUCKS” for about 2yrs before I finally gave up. Over that period of time I went to numerous trainings both in person and online. The bottom line was that no matter what steps I took to get people to open my emails, they never did and from my customer service calls found out they were usually in the junk folder. I don’t know the reasons because the support team always had pat answers that never seemed to make sense to me. My last effort to make the system work failed miserably I sent out another batch of over 200 emails both single and double opt in and only had a handful opened. However, I did receive a number of automated SPAM complaints. The last straw was when I went to clean out my junk email folder and saw the copy that get’s sent to the sender. I had made sure that I double opted in even after all the work spent to minimize this result for my clients, Infusionsoft couldn’t even make it to my in box.

While they talk a good game, I wouldn’t recommend this product to anyone. There are just too many other providers out there that can actually deliver. Unfortunately I learned the hard way at a very significant cost but, you don’t.

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DaleD
Heidelberg, CA
Feb 21, 2011 9:20 pm EST
Verified customer This comment was posted by a verified customer. Learn more

They are definitely trying to make Infusionsoft easier to work with. They have great webinars and there are lots of other companies out there that work closely with Infusionsoft that can also help you out. I love working with all the customer service people, they are the BEST.

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Infusion Software contacts

Phone numbers

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