Complaints

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:04/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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 am being billed in an unjust matter. I do not have a contract with this company. I asked them to stop billing me back in November. I questioned my monthly statement when they asked me for a new cc that was being charged without my knowledge. When I dug deeper into my billing I realized that I was being overcharged for years. Once I realized this I said to stop. They said that I would need to pay a setup fee, I said I did not care but they have been continuing to bill be and said Im Responsible for a bill of $776.69 This also included a misprint of tickets sent that they have not corrected the statement. They have sent the unjust bill with zero services to a collections agency. The have non stop harassed me for payment and also email me at 2 am every night on an automated email. If they had our companys best interest we would not have been charged the $86 a month. They have overfilled us for over 5 years. Im not seeking compensation. They just needed to not charge us further once I realized what they were charging us Thank you!

  Business Response

  Date: 04/18/2025

  Re: Response to BBB Complaint ********* ** / ID# ********

  To Whom It May Concern,

  Thank you for the opportunity to respond to the recent complaint filed with the Better Business Bureau regarding an outstanding invoice.

  At Spring Systems, we strive to maintain transparent and fair business practices, and we take every customer concern seriously. We regret that this situation has caused any frustration for the customer, and we apologize for any misunderstanding that may have occurred.

  However, we must clarify that the charges in question are valid and based on a legally binding contract signed by the customer in 2020.   Based on the details in this agreement, Spring Systems has been providing services and monthly invoices which the customer has been paying consistently for over 50 months (50 separate invoices).   These charges are for (1) system access (See login examples thru Feb 2025) while others are for (2) ad-hoc services that ********* ** and team have directly requested (see requests attached).   It is surprising therefore to hear that the customer claims overcharging - Why now?   Regardless, we remain open to reviewing our pricing. 

  ********* also mentions requesting for us to stop.  We do not have any record of a cancellation request and have previously requested that ********* provide us with this original request.  We still have not received that so eventually, and unfortunately, due to the continued non-payment and lack of resolution, we were left with no choice but to forward the account to a collections agency in accordance with our company policy. This step is never taken lightly, but it is necessary in order to protect our business from sustained losses.

  According to the terms of the contract, payment for services rendered was due upon receipt of invoice(s), and the customer has been provided multiple reminders over an extended period regarding the outstanding balance.
  We remain committed to resolving this matter in a fair and respectful manner and are open to discussing a possible payment arrangement directly with the customer, should they wish to reach out to us.

  Still hoping for a resolution, I have recently proposed to ********* that (1) she should pay the open invoices for system access thru February (the last date her team accessed our system) (2) pay for specifically requested work (e.g. printing) (3) Spring will waive any charges beyond this and (4) Spring will waive any charges relating to the misprint of tickets discussed on support ticket #******.  We had originally offered to reprint these however I will now waive the original charges.

  We appreciate the opportunity to provide this response and remain hopeful that the situation can be resolved amicably.
  

  Sincerely,
  Spring Systems Mgmt

  Customer Answer

  Date: 04/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Dear BBB,
  
  Thank you for forwarding the response from Spring Systems, Inc.
  
  I am writing to reaffirm that I do not accept the companys proposed resolution. Their response fails to address the core issues raised, and I am submitting additional documentation to substantiate my position.
  
  Key facts:
  1. We requested cancellation in November 2024 during a phone call with ******. We followed up repeatedly in writing including February 5, 2025 explicitly stating we continued to be invoiced without explanation.
  2. Spring Systems placed our account on credit hold, as confirmed by their own representatives ***** ****** and ****** ********* in emails dated January 28 and February 7, 2025. These communications clearly acknowledge our account was inactive and not in use, contradicting their claim that services were still being provided.
  3. Only one seasonal order was shipped in all of 2024, and we were never issued a credit for misprinted tickets (support ticket #******), despite their promise to resolve the issue.
  4. We have been overbilled for years based on minimal account usage. The continuation of billing without authorization or active use is unjustified and misleading.
  
  Based on these facts, there is no valid debt. We are willing to remit payment only for the physical goods received, on the condition that the rest of the balance is cleared and the matter closed permanently with no further attempts at collection.
  
  I am attaching screenshots of the emails mentioned above to further validate our position.
  
  We respectfully request that this case remain open and documented, and that Spring Systems withdraw the matter from collections immediately.
  
  Sincerely,
  ********* ****** **
  ***********************************
  *************************************
  
  
   
  ********* ****** 
  ******* *** ******** ********
  *****************
  

  
  
  
  
   
  

  Business Response

  Date: 04/21/2025

  1. We requested cancellation in November 2024 during a phone call with ******. We followed up repeatedly in writing including February 5, 2025 explicitly stating we continued to be invoiced without explanation.

  We have only ever asked for proof of this cancellation request and we would gladly back date.  We have notes from ** (retired) stating that ********* did not want to cancel at that point.  Regardless, we 100% require a cancellation to be handled in in writing either customer to email us, or ********************************** to confirm to the customer via email.   Please see that this is supported by the contract ********* signed in 2020.

  ".... explicitly stating we continued to be invoiced without explanation."

  Every invoice is backed up by the signed sales order and refers to FAQ website to explain bills and to contact **********************************

  
  2. Spring Systems placed our account on credit hold, as confirmed by their own representatives ***** ****** and ****** ********* in emails dated January 28 and February 7, 2025. These communications clearly acknowledge our account was inactive and not in use, contradicting their claim that services were still being provided.

  The point in question seems to be what credit hold constitutes.  This means that we will not process any additional print jobs, however the customer can still log into their account and will still receive orders.  This is what the monthly fee is for.  As it stands now, customer ordered and has refused to pay for physical product.

  
  3. Only one seasonal order was shipped in all of 2024, and we were never issued a credit for misprinted tickets (support ticket #******), despite their promise to resolve the issue.

  Only one seasonal order was received.  We provide a monthly account and bill for that.  We check for orders 24x7x365.  This is what we charge for.   We can not control a customers sales success or lack thereof.  This is akin to saying that you rented a car to be a taxi driver but you never got hired so you don't want to pay the car rental fee.

  Credit was offered.   e.g. we offered 100% credit even though the client wasn't happy with the product but still used it.    Further more, we are still waiting for payment for a subsequent, larger job.   E.g. we ship product to the customer on credit but she still hasn't paid for the product.

  
  4. We have been overbilled for years based on minimal account usage. The continuation of billing without authorization or active use is unjustified and misleading.

  We have been billing according to the terms of the signed pricing agreement.    We have been maintaining an account on customer's behalf that includes direct cost to Spring Systems.   Another good analogy is paying to maintain a home phone line but not receiving any calls - would you still pay the phone company?  We have only been charging the minimum fee to maintain the account.