Wow. Elsevier has been one of the worst customer experiences of my life. Our account manager has been extremely aggressive and abrasive. We were already on the verge of complaining about her, and when it came time for our subscription renewal, she waited until we had already entered the auto-renewal window (which we weren't even aware of) before informing us that they were increasing our annual fee by 73%. We immediately responded that this is completely unacceptable, and Elsevier is refusing to let us terminate our subscription because we had entered the auto-renewal window. How can a company reasonably make a decision to cancel when it hadn't been presented with such an exorbitant increase before the 90-day auto-renewal window? After multiple discussions, we mutually agreed that our company would access Elsevier databases through Dialog moving forward. After executing an agreement with Dialog, they reneged and have been trying to force the subscription renwal fee on us. The business practices of this company are completely unethical and unprofessional. Apparently they care more about making a quick buck than completely tarnishing their reputation.
