Business ProfileforTradeSmith, LLC

“BBB files indicate that this business has a pattern of complaints concerning:

* Service Issues- Consumers allege that their subscriptions were discontinued without prior notice, and they subsequently received new products despite not being informed of the discontinuance.

* Refund Issues- Consumers allege that upon attempting to cancel their subscriptions, they received credits instead of refunds, despite not wishing to continue paying for discontinued services.

On 07/17/2024, BBB submitted a written request to the company encouraging the business to address the pattern of complaints.

Tradesmith provided a response detailing the actions they plan to take to address the underlying causes of the complaints stated below: 

*Regarding customers who are not satisfied with the TradeSmith Credit, we do run into this situation occasionally.  In these cases, the customer is not satisfied with this credit offer even though the policy was explained thoroughly to them prior to purchase, and they will request an exception to the policy they agreed to. We handle each of these situations on a case-by-case basis, attempting to resolve each case in a manner that is satisfactory to all parties involved.  These BBB complaints are examples of exceptions that are requested by customers.  Our complaint history demonstrates our willingness to look at each situation individually and offer exceptions as warranted to resolve situations in a manner satisfactory to all parties. We will continue to look at each case individually when an exception is requested, looking at each customer’s unique situation and working toward resolution. 

*Discontinued publications- When/If a publication folds, we will continue to offer the customer either a new product that aligns closely to the discontinued publication or we will offer them a credit.   We will offer the solution that we feel is most appropriate.    When customers request an exception to this (as is shown in the example provided) we handle each situation on a case-by-case basis, attempting to resolve each case in a manner that is satisfactory to all parties involved.  These BBB complaints are examples of exceptions that are requested by customers.   Our complaint history demonstrates our willingness to look at each situation individually and offer exceptions as warranted to resolve situations in a manner satisfactory to all parties.  We will continue to look at each case individually when an exception is requested, looking at each customer’s unique situation and working toward resolution.  

*We will continue to closely review every promotion and discontinuation notice prior to going “live”, to ensure that communication is clear and visible, so that customers can clearly understand the communications and are aware of terms they are agreeing to and what they will receive.  

BBB shall continue to monitor this company for further developments.