Complaint Review: Infusionsoft Infusion Software

Mr. John Krowiak purchased Infusionsoft on Tuesday, March 31, 2009. At the point of purchase, Mr. Krowiak agreed to the terms and conditions of the sale as it's confirmed through the user-friendly shopping cart.


The submission by Mr. Krowiak contains numerous inaccuracies and as such, I'm taking a moment to address fear, uncertainty and doubt that he elevated. As an organization, we are very compassionate and understanding with customers, especially when they are equally as honest and upfront with us.


After business hours on Friday, April 3, 2009 Mr. Krowiak alleges that he called Infusionsoft requesting to discontinue services. On Monday, April 6, 2009, Mr. Krowiak spoke with an Infusionsoft Customer Care agent and with his sales representative. At that point, Mr. Krowiak agreed to continue his relationship with us and engage with his setup consultant. We have documented interactions for reference within support ticket #108308, dated April 6, 2009 at 04:16 PM EST.
From April 6, 2009 through April 20, 2009, Infusionsoft attempted to contact Mr. Krowiak to assist him in setting up his Infusionsoft account via telephone and email. Mr. Krowiak was unresponsive after numerous attempts.


On April 20, 2009 Mr. Krowiak contacted Infusionsoft requesting to discontinue service and receive a full refund. (Also documents on Infusionsoft service ticket 108308.) Per the agreement we have on file, Mr. Krowiak agreed to when he purchased (See below), Mr. Krowiak is not eligible for a refund. We have clearly explained to him via e-mail.


Mr. Krowiak contacted Infusionsoft via email multiple times between April 20, 2009 and May 5, 2009 in further attempts to collect an invalid refund. We promptly informed him that he was ineligible for such a refund. Mr. Krowiak refused to accept this answer despite the terms of his agreement.


On May 5, 2009, Mr. Krowiak threatened to engage in slanderous and libelous activity against our company in an email. Per his email, he threatened to slander Infusionsoft via the internet and through Infusionsoft partners. He stated he would interrupt an Infusionsoft sales presentation at a future non-Infusionsoft sponsored event. Additionally, Mr. Krowiak stated he intended to dispute the otherwise valid charges through his credit card company and concluded that he consulted with an attorney to determine the best way to pursue legal counsel against Infusionsoft.


While I'd like to conclude this as merely personal opinions, visitors may not be aware of the facts. I'd like to dispute massive inaccuracies of the statements shared by Mr. Krowiak claims on ROR:

--- Like most for-profit organizations, Infusionsoft does attempt to collect outstanding balances from customers who fail to keep their account in good standing. Additionally, Infusionsoft may send a such customers to a third-party collection agency to collect on such debt. As with unpaid debt, this may negatively affect an individual's credit. This is a common business practice and is not in any way malicious, illegal or unethical.

--- Mr. Krowiak's claim that Infusionsoft threatened to sue him over this manner is completely false. Instead, he threatened litigation against Infusionsoft. (Of which, we reviewed his threat with our counsel, and advised to him that all communications must be writing in order to assist him.)

--- Mr. Krowiak alleges in email, The product was actually very very [sic] labor intensive. My sales team couldn't even login and it appeared that this was not a good product for us. How would he know the product if was labor intensive and not a good product for him if he had never logged in? We have zero documented support interactions; if a legitimate login problem existed, we would be able to resolve it in a matter of seconds.

--- Mr. Krowiak falsely claimed, I canceled within two days. This is not true as was discussed above. He purchased and affirmed his agreement on March 31, 2009 and later vacating his contractual agreement on April 6, 2009. This is indicative of buyer's remorse, and not reflective of the quality of our software and services.


--- Mr. Krowiak stated in email, My business is failing and I was looking for a way to get more customers, that's what I hoped Infusionsoft would do for me. This is exactly what our services do for entrepreneurs and small business owners (such as Mr. Krowiak.) Instead of attempting to use the software and grow his business, Mr. Krowiak has made no effort to implement Infusionsoft into his business. Perhaps had he tried, we would not be at this point. Instead, Krowiak had abandoned his setup consultation for which he's paid.


In the end, Infusionsoft is holding Mr. Krowiak to the agreement he entered into. Infusionsoft is an organization built upon entrepreneurship, authenticity, integrity, passion and compassion. We have been authentic with our communication with Mr. Krowiak and have been in frequent communication with him. We held up our end of this business agreement. A software service was provisioned, delivered and provided. Training was offered, although not accepted by Mr. Krowiak. To this day, Mr. Krowiak has refused the opportunity to use his Infusionsoft software and grow his business.


Infusionsoft is founded on compassion, but not when customers attempt to manipulate our organization. Had Mr. Krowiak been initially upfront with us from the inception of our relationship, we wouldn't have been in this position. (In this instance, we recommend to lay the financial concerns out with our customer care team and continue with on-boarding so we can continue doing business successfully.)


Mr. Krowiak's lack of proper financial judgment should not be reason for him to slander, mislead and lie in an attempt to damage an organization. His frustration appears to be based on the premise of buyer's remorse and illegitimate in his claim that Infusionsoft was trying to intimidate, threaten or otherwise not genuinely earn his money.


That said, we caution anyone considering doing business or entering into contracts with John Krowiak. As evident above, he has not been upstanding, honest or authentic in his professional interactions.


Having that said, in response to Mr. Krowiak's warning to small businesses:
T o all small business, we invite you to check out Infusionsoft. Look at the dozens of companies who we've helped double their sales: http://www.infusionsoft.com/why/dys-club-members. We will help you grow. We will help you succeed through compassion, integrity, passion, authenticity and entrepreneurship.


This complaint has zero credibility or legitimacy to it; if it were accurate, wouldn't there be thousands of complaints against our company? We incurred five. Four of which relate to billing matters (similar to this) and one was because we terminated another for Spam. I understand Mr. Kroiak's matter is quite frustrating for him, but it's no excuse to publish false, libelous statements against our company or individuals who offered valid attempts to help him.

For prospects who might be concerned about this report -- please bring it up to our sales representative and inquire exactly how much services are and what you receive for them. This makes a great to opportunity to ask questions and fully understand what Infusionsoft can do for your business.


If anyone has questions about this matter, they're free to contact me to discuss our billing policies or the necessary commitment to take advantage of our products and services.


-Joseph Manna, Community Manager for Infusionsoft
joseph.manna|at|infusionsoft.com