Complaints

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

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Top Producer Software has 5 locations, listed below.

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  Top Producer Software

  105 10651 Shellbridge Way Richmond, BC V6X 2W8

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  Top Producer Software

  4708 Caldwell Rd E Edgewood, WA 98372-9221

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  Top Producer Software

  30700 Russell Ranch Rd Westlake Village, CA 91362-6399

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  Top Producer Software

  1100 SW 27th St Renton, WA 98057-2624

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  Top Producer Software

  PO Box 6016 Federal Way, WA 98063-6016

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:23/06/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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 company has been performing unauthorized charges on my bank account totaling over $247, and has repeatedly tried to access my debit card without my permission. I tried their product for a little over 30 days, and cancelled the first two products I had with them. They refused to cancel the third product and have been non compliant with any attempt to resolve the issue on my part. I did not have access to their full services for half my enrolled time while they were being set up and training was happening, and never used their product prior to attempting to cancel. They refuse to honor my cancellation request, despite there being no further or full usage, and an extremely small gap in cancellation time request. They have commited ******* withdrawls on my account months after being blocked, and my attempts to resolve in a professional and good business manner.

  Business Response

  Date: 23/06/2023

  Thank you for bringing this matter to our attention. As part of the purchase and onboarding process, customer would have received an email confirmation that clearly explains our terms and conditions.
  Additionally, we want to acknowledge that upon the first use of our product, customer would have accepted our subscriber agreement, which contains our terms and conditions. These terms can be found at (***********************************************), specifically in section 6.1, where it is stated that the initial term of our contract is 12 months. 

  Here is a summary of events.

  December 15, 2022 - Purchased Top Producer Solutions
  January 23, 2023 Customer called to cancel products but was outside of cancellation window and cancellation was not processed.
  March, April, and May – Invoices went past due 
  June 18th and 21st Our billing system was able collect payments for the overdue invoices. 

  We sincerely apologize if there was any confusion or lack of clarity regarding these terms. As a company, we highly value the satisfaction of our customers, and we are committed to addressing their concerns. In response to the feedback, we have decided to honor the request for early cancellation effective today and will process a refund for payments collected on June 18th and June 21st. Email has been sent to customer notifying them of the cancellation and refund. 

  Customer Answer

  Date: 23/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:22/06/2023

  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.

  In January of 2023, I purchased a monthly subscription for a *** from Top Producer. Today, June 21, 2023 I requested a cancellation of service and was informed that I purchased a year long contract. The customer service rep claims that it is published on their website and the sales representative informed me this was a 12 month contract. In fact, neither is the case. I don't agree to lockdown contracts, I was not informed at the time that I enrolled, and it is not published on the website where the rep claims it can be found: ***************************. My complaint is they are prohibiting me from cancellation until after a 12 month period.

  Business Response

  Date: 22/06/2023

  Thank you for bringing this matter to our attention. We have carefully reviewed the details of the customers complaint regarding the purchase of our solutions on January 24, 2023. As part of the purchase and onboarding process, they would have received an email confirmation that clearly explains our terms and conditions.
  
  Additionally, we want to acknowledge that upon the first use of our product, they would have accepted our subscriber agreement, which contains our terms and conditions. These terms can be found at (*********************************), specifically in section 6.1, where it is stated that the initial term of our contract is 12 months.
  
  We sincerely apologize if there was any confusion or lack of clarity regarding these terms. As a company, we highly value the satisfaction of our customers, and we are committed to addressing their concerns. In light of the feedback received, we have decided to honor the request for early cancellation. The cancellation process will be initiated, and it will be effective as of 6/22.