AdRoll Marketing & Advertising

Hi there,

This is Rohini from AdRoll's Customer Support Team.

I am sorry to hear you had a negative experience with us. We want every customer’s experience to be the best possible, and we work hard to make sure that happens.

I reviewed the conversations that you had with our support team about canceling the subscription plan and charges. Please know that the amount we collected was a part of the display ad campaign spend which do not include in the monthly subscription plans.

Our pricing model for the display ad campaign is based on dynamic CPM where we charge you only for the impressions served. The subscription plan does not include the display ad campaign spend. We have mentioned it in our pricing article here: https://www.screencast.com/t/KakPJoDwpfNN.

Also, I see you are in touch with my colleagues and they provided details about the charges and deactivated the account as per your request. We set a high standard for ourselves, and we’re so sorry to hear this was not met in your interaction with our business.

Please revert to us on the same email if you have any queries, and I will personally assist you further.

Have a wonderful day!

Thank you!

Hi there,

This is Rohini from AdRoll's Customer Support Team.

I sincerely apologize that the results of your campaign did not align with your expectations. Additionally, I understand that there are concerns about the associated charges.

I reviewed your profile and could see that we have charged for the Lookalike campaign which served impressions. I want to assure you that we do not impose charges if a campaign or plan has been ended/canceled.

Please know that the amount we collected was a part of the ad campaign spend which is not included in the monthly subscription plans.

Our pricing model for the display ad campaign is based on dynamic CPM where we charge you only for the impressions served. The subscription plan does not include the display ad campaign spend. We have mentioned it in our pricing article here: https://www.screencast.com/t/KakPJoDwpfNN.

That being said, I see that the plan was canceled before renewal and as a result, we didn't charge for it as it was in the free trial.

If you have time, I’d love to follow up with you to understand your goals and offer my help, hence, I will write a detailed email. I hope that helps.

Regards,
Rohini

Hi there,

This is Rohini from AdRoll's Customer Support Team.

Firstly, I'd thank you for taking the time to share your feedback regarding your recent experience with us. We value your input and are genuinely sorry to hear about your dissatisfaction.

We strive to provide exceptional service and regret that we fell short of your expectations. I reviewed your profile and could see that we have charged for the Lookalike campaign which served impressions. Trust me, we do not charge if the plans/campaigns ended. Also, I trust your words and I'd love to follow up with you personally to investigate in this regard and do my best to resolve it.

I have emailed you, could you please check your inbox, whenever you have a minute? I hope for the opportunity to regain your trust and demonstrate the quality of service that we are known for.

Thank you!
Rohini

Hello there,

This is Ewa from AdRoll's Customer Support Team.

Firstly, I wanted to thank you for your honest assessment of your experience with AdRoll. We have investigated the history of contact with the email address associated with your AdRoll account and noticed that the account administrator, Leah, has contacted us once, yesterday via the Live Chat - the conversation was handled by one of our Customer Support Agents, Joshwin. The chat was about the authorization and the chat transcript along with the follow up email was sent to Leah right after the chat. Could you please check your inbox? For your convenience, let me share the ticket number for reference: 1515022.

If you have time, I’d love to follow up with you to understand the improvements needed to earn your recommendation. Feel free to email our Marketing team directly at customermarketing@adroll.com if you’re open to discussing more. You're always welcome to reach out to the Customer Support at help.adroll.com, we'll be more than happy to help.

Thank you,

Ewa