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BBB Accredited Business since
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This company offers software and instructions to create, gather, publish and view the results of custom surveys.
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A BBB Accredited Business since
BBB has determined that SurveyMonkey.com meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
BBB Complaint Information
Find aggregate BBB complaint information for SurveyMonkey.com. BBB of Los Angeles and Silicon Valley has the full report as that BBB handles all complaints for SurveyMonkey.com.
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Type of Entity
Business ManagementMr. Bill Veghte, CEO Mr. Ross Moser, VP Customer Operations
Market Survey Companies Marketing Consulting Services (NAICS: 541613)
Alternate Business NamesSurveyMonkey Inc
On June 21, 2012, SurveyMonkey.com notified BBB that a company called Mystery Shopper has been using SurveyMonkey.com's company name and address to lure consumers into a counterfeit check-cashing scheme. SurveyMonkey.com states the phone numbers listed in the scheme's correspondence do not belong to them, and the counterfeit checks that are being sent to consumers do not have the company's name on them. If consumers have received these counterfeit checks, they are encouraged to report their experience to their local state Attorney General's office.
On August 23, 2013, SurveyMonkey.com notified BBB that its company name and logo are being used on coupons not endorsed by SurveyMonkey.com. The company states the counterfeit coupons claim to be powered by SurveyMonkey.com or provided in exchange for responding to a survey; the coupons tend to be for fast food restaurants, nutritional supplement discounts and Visa gift cards. The company states while it does allow its users to offer their own coupons tied to their surveys, SurveyMonkey.com itself does not provide coupons to survey respondents. The company states if a coupon has the SurveyMonkey.com name or logo but is redeemable at another company, it is not legitimate.
111 SW 5th Ave Ste 1700
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
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Complaint: ********** account manager advised I could upgrade service and secure a refund for the initial service purchased. This was a verbal agreement, and the offer was confirmed by a company "Billing Specialist". Invoice provided as per their request for the upgraded service, and company stopped communicating/responding when they received this, despite numerous email update requests. ********** account manager offered he would facilitate a refund as well during the sales process in case there were any issues. Email sent out to ********** account manager, who promised to look into it. We advised them of the lengthy delays and provided a date by which we would like to have it resolved. This issue remains unresolved and billing is not responding to any email communications. Billing does not provide a verbal contact number.
Desired Settlement: We've incurred a time costs in trying to resolve this issue; however, we are only asking SuveyMonkey to keep their commitment as promised.
Business Response: We are very sorry to hear about this user’s support experience. We always aim to get back to our users as fast as we can, though escalated cases managed by specialists do occasionally take a bit longer. We are glad to hear from this customer through this channel so we can ensure we’ve followed up as expected. At this time, we have tracked down the original support requests and resolved this with the customer externally.
Problems with Product/Service
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Complaint: We made a purchase for a SurveyMonkey product, a full year was charged on our credit card which we provided We did not use the SurveyMonkey product and asked for a cancellation of our account and for a full refund to be made to our credit card. We were informed by SurveyMonkey that they would not honour a refund - which is against Trading Standards and unethical. We were not informed that the charges and prepayment for 12 months - which we have NOT used are non refundable at the time of making the purchase
Desired Settlement: We expect a full refund of the unused period prepaid by us
Customer Reviews Summary