Complaints

This profile includes complaints for Springboard America's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Springboard America

  20 N Wacker Dr Ste 1400 Chicago, IL 60606-2912

• 

  Springboard America

  50 California St.,Suite 3145 San Francisco, CA 94111

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/28/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Details to follow.

  Customer Answer

  Date: 07/02/2024

   BBB:
  
  
  I joined the Springboard America survey site in 2011.
  I agreed to spend my time, honestly taking their surveys in exchange for receiving points.
  
  
  In January 2022, they became Maru Springboard America. Same things -I agreed to spend my time, honestly taking their surveys in exchange for receiving points.
  
  
  On 2/2/24 I received an email from Maru, subject: This Week: BIG Changes ***************** I stated that they would be becoming Unlock. Among other things, the email stated: Please note that your membership and account information will remain the same. Your login information, points balance, and participation history will not be changed by this rebrand.
  Once the new community website is officially live, we will inform our members via email and will include detailed information on how to unlock surveys and rewards in the new member portal.
  In the meantime, you will continue to receive surveys from Maru Springboard America, earn points, redeem rewards, and have access to the Maru Springboard America website as normal.?
  
  
  But to this day, I have never been informed when the Unlock website became live.
  
  
  On 2/21/24 I received an email from Maru, subject: Reminder: Were Unlocking A ************* Experience. It stated the same repetitious things as the prior days email, such as: Please note that your membership and account information will remain the same. Your login information, points balance, and participation history will not be changed by this rebrand.
  Once the new community website is officially live, we will inform our members via email and will include detailed information on how to unlock surveys and rewards in the new member portal.
  In the meantime, you will continue to earn points, redeem rewards,and have access to the Maru Springboard America website as normal.
  
  
  I patiently waited for some follow up, that never arrived. I also stopped receiving emails from Maru Springboard America. But I still never received an email from Unlock.
  I eventually tried to log into my old account, but it did not exist.
  I then tried to log into
  unlocksurveys.com
  but could not. I had been told twice, that my login information would not change, but my informaiotn did not work.
  
  
  On 5/25/24 I followed up, by replying to their 2/21/24 email to me,with the following:
  Maru,
  
  
  I have not received any email from you lat[***], or anything about the new unlock.
  What is going on?
  
  
  *****
  
  
  I received an automated response, stating, Your request (**********) has been received. Our Support staff will review your request within the next few business days. To add additional comments, reply to this email.
  
  
  On 5/29/24 I received the following response: We have confirmed that you are an active member of this community and are eligible to receive survey invitations. Our surveys are usually deployed based on the profile information that you provided to us when you joined.Based on your profile information, you will receive invitations for surveys that are relevant and of interest to you. If you no longer have access to the invitation, you may also find new surveys by logging into the portal: ******************************
  
  
  If you are not receiving any invitations please check your junk/spam folder and add our email address to your safe list.
  
  
  On 6/6/24 I replied to that email, with: I still cannot log into my account, and no matter how many times, I click on reset password,I never get sent a password reset email.
  
  
  I received an automated response: Your request (**********) has been received. Our Support staff will review your request within the next few business days. To add additional comments, reply to this email.
  
  
  On 6/11/24 they replied asking for a screenshot, which I supplied that very day.
  I received an automated reply, Your request (**********) has been received. Our Support staff will review your request within the next few business days.
  
  
  Then no response, again.
  
  
  On 6/17/24 I tried to reset my password, again. It still would not work. I replied to their 6/11/24 email, with It's been nearly 5 months, since I've been allowed to access my own account.
  
  
  I received an automated response, Your request (**********) has been received. Our Support staff will review your request within the next few business days. To add additional comments, reply to this email.
  
  
  On 6/21/24, I replied to their email, How much longer?
  
  
  Every time, (even though I replied to their email), they change the request #, which makes things worse.
  
  
  On 6/26/24, I received an email from Springboard, signed Unlocked,We didn't receive the attached screenshots, could you please send them again? Once we have that information, we will be able to assist you further.
  
  
  If that were true, I would not have received the automated response.
  If that were true, why didnt they say so, in response to my 6/21/24 email?
  I dont believe them; they are just causing delays.
  
  
  On 6/26/24 I replied, You sent me a reply to the screen shot that I sent you on 6/11/24.
  See request # **********.
  
  
  I received an automated response, Your request (**********) has been received. Our Support staff will review your request within the next few business days. To add additional comments, reply to this email.
  
  
  On 6/27/24 ****** replied, actually stating, If you need to change your password, please click the "Reset my Password" link located below the Login button on the community home page and follow the instructions on your screen.
  As I had not already done that dozens of times, over 6 months.
  
  
  On 6/28/24, I replied, stating, As I already informed you on 6/6/24: "I still cannot log into my account, and no matter how many times, I click on reset password, I never get sent a password reset email."
  You sent me a reply to that email - see request **********.
  
  
  I could have doubled my points account balance, in the last 6 months,had I been allowed to log it. I lost hours, trying to log in, trying to reset my password, contacting Unlock most times which they did not respond to, but they instead ignored me; which has greatly frustrated the process.
  
  
  It would appear, that Unlock intends to keep me locked out of my account, in order to steal all of the points that I have earned, from me.
  
  
  *************************
  

• Initial Complaint

  Date:11/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This website promises $50 once you take ***** points worth of their online surveys. Ive been taking these surveys on and off for a few years. Now that my balance is over ***** survey points all of a sudden within the last few months EVERY survey I try to take gives me error messages. The messages say things along the lines of its not a good survey/match for me. Ive brought this to Maru Springboards attention twice now. Their responses to my complaints are bogus. Its quite obvious the reason Im suddenly not allowed to complete anymore surveys is because they dont want to pay the $50 reward as promised on their site. This is such a waste of my time and very frustrating. Maru Springboard America is a scam and uses false advertising.

• Initial Complaint

  Date:08/16/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been taking surveys and have always had a great relationship with this company, however their customer service went downhill, At a certain point value you can cash out for gift cards, which I did July 30th. Still no amazon gift card and despite several emails and messages via ********* absolutely no response. They owe me a $50 amazon gift code claim.