Allow me to introduce myself. I'm Dan Burkhart, the President of Recurly.
There was a very early pricing change, which was admittedly not handled well. We subsequently reached out to all of our customers twice via email surveys, and personally via telephone to all that indicated that they were willing to speak with us. Our latest pricing went over extremely well, AND we did grandfather any customer to prior pricing if they wanted. (A relatively small percentage chose to be grandfathered, since our new pricing has been favorable for the broad majority).
You can see that our new pricing posted on July 1 went over extremely well. (There was only one comment on the blog post). http://blog.recurly.com/2010/07/new-recurly-pricing/
Our customer base continues to grow rapidly, and since we raised money, we have hired full time customer support. We treat our customers extremely well. I suggest you speak to Retargeter, SlideShare, KissMetrics, Unbounce, WordTracker, SproutSocial, GroupSpaces, GOOD.is, and many others to hear from them how they have been treated, and whether they would recommend Recurly.
One last point. Understand that Recurly stores credit cards (in a PCI compliant) vault. The benefit to our customers is 1) that as their business scales, we uniquely offer the ability for our customers to easily transition from one payment gateway to another without ANY business interruption. As your business grows, you will surely be able to negotiate more favorable rates with your gateway, and we give you the leverage to do so. 2) We are also able to better address credit card declines and remediate the process by resubmitting additional information to satisfy the reason for the decline. This results in lower customer churn and for businesses doing any kind of transaction volume, this is a very big benefit. (Compare Recurly costs to services like Litle & Co who offer the same service for big $$).
Cheers.
Dan