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:06/17/2025

  Type:Product 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.

  Complaint Summary:AccuLynx has continued charging our business despite our attempt to cancel the subscription in early April 2025. After confirming cancellation again on June 16 and calling support on June 17, we were denied a refund for unauthorized charges. Their billing practices have also been inconsistent and lack transparency.Complaint Details:Our business has subscribed to AccuLynx software for nearly two years at a flat rate of $350/month for three user seats. Over time, we noticed unexplained billing increases up to $497.62/month, without any changes to our plan or communication from AccuLynx.We attempted to cancel in early April 2025 but continued to be billed in April and May, totaling $962.06. On June 16, 2025, I (***** *****) logged in to re-submit the cancellation after realizing billing had continued. The following day, June 17, my business partner ******* called AccuLynx support to request a refund and was told it would not be granted due to supposed active usage which is misleading and inaccurate.We also take serious issue with the non-transparent billing history. Despite our flat-rate agreement, our charges varied month to month without explanation. There is no clear itemization or rationale for these changes, which we find unethical.We are not asking for a full audit or refund of past overcharges though we could. We are only requesting a refund for April and May, which is a fair and minimal request considering the circumstances.We are requesting a refund of $962.06 (April and May 2025 charges). If this is not resolved by July 1, 2025, we will begin posting detailed, honest reviews on platforms such as ********, ********, and other software review directories.We would prefer to close this out on good terms. However, we cannot overlook what we believe to be unethical and unauthorized billing behavior.

  Business Response

  Date: 07/17/2025

  AccuLynx bills all customers in arrears for each billing period. If a customer begins their service on the 10th of the month, our ****** will track any user listed as Active in the system up until the 9th of the next month. We have not, nor will we ever, track usage to determine users costs. AccuLynx tracks only access. Access is granted by a customer entering a valid email into the system. AccuLynx tracks the number of users and charges each account accordingly. We see that this customer sent in a screenshot of the cancel service pop up we show after they have requested cancellation. We received notification of this customer's desire to cancel on June 16. We received no other cancel requests prior to this date. Prior to our call to this customer, we investigated their complaint. We show they logged into the program and used our service right up until they requested cancellation. We attempted to call the customer but no response was received. This customer sent an email to our Support Team on June 17 at 8:41 am *** stating they were sending a complaint to the BBB. We sent a response to this customer on the same day at 1:38 pm CST asking to speak with them. Again, no response was received. 
  
  AccuLynx does not have a flat rate for any customer. Our rates are variable as we allow any customer to add or remove users at any time throughout their billing period. At the end of the period, we charge the customer accordingly. If no changes have been made during that period, logic follows that the amount would be the same. However, if changes were made, then the bill would be variable. This customer added additional user and that accounts for the difference in cost. To state it simply... This customer used the program in ****** *** and June and then demanded a refund. We investigated, disproved their claims by looking through the data logs and denied their credit request. 

  All of our charges are clearly stated before, during and after our sales cycle with every customer. We send the customer a complete billing overview when they begin with the program. We provide an itemized receipt that is available to the customer on demand. Every end user also agrees to our Terms & Conditions when they first log into the program which also states how our charges are incurred.