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Business Profile

Computer Software

Splashtop Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/07/2024

    Type:Billing Issues
    Status:
    Resolved
    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 a loyal client of Splashtop for quite some time, consistently paying $120 per year for a two-user plan. Recently, I was informed that due to my billing address not being on file, my plan is no longer available, and I now have to pay $198 per year for the same two-user plan.I had indeed updated my billing address and had ensured that my all my payment information was current. Despite this, my rates were increased by over 65%. Needless this to say, I find this harsh treatment for a loyal customer.Given my consistent payment history and up-to-date credit card details, I am requesting that my service be restored under the original plan rate of $120 per year for two users. I would greatly appreciate your prompt assistance in resolving this matter.Thank you for your attention and support.

    Business Response

    Date: 06/07/2024

    Thank you for reaching out and for being a loyal Splashtop customer. We deeply value your long-term commitment and sincerely apologize for the frustration this situation has caused.
    I understand your concern regarding the rate increase from $120 to $198 per year for your two-user plan. Our intention is never to cause inconvenience to our valued customers, especially those who have been with us for a significant period.
    To address your concern, I will need to review your account details so can you please provide us with your Splashtop email? We searched REMOVEDand did not locate anything. 

    Splashtop Support team

    Fady

    Customer Answer

    Date: 06/17/2024

     
    Complaint: 21794131

    I am rejecting this response because:  

    I do have an active account with REMOVED, and have been with splashtop over 5 years.  My email address is indeed REMOVED.  The name on the account is "REMOVED"  I am surprised you are unable to find my account.   My business phone is REMOVEDand my cell phone is REMOVED.  Recently, on June 10, 2024 I paid REMOVEDtotal (I had been paying $120.00) for two users. 


    Sincerely,

    REMOVED

    Business Response

    Date: 06/27/2024

    Dear REMOVED,

    Thank you for providing your account details. We apologize for any inconvenience caused by not locating your account initially. We have successfully located your account using the information provided. An email has been sent to REMOVEDwith the next steps to get refunded. Additionally, we have applied a discount of $120 for 2 users for Business Access Pro.  I'll need you to verify your credit card info and then we can refund the two charges and provide you a discount link to re-purchase 2 Pro licenses for $120

    REMOVED

    Support Manager


    Customer Answer

    Date: 07/15/2024

    RE: Complaint number REMOVEDI have resolved this matter with the business, and would like to change the status to resolved and the client is satisfied.

Splashtop Inc. is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles. As a matter of policy, BBB does not endorse any product, service, or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

When considering complaint information, please consider the company's size and volume of transactions. Note that the nature of complaints and a company’s responses to them are often more important than the number of complaints. BBB Business Profiles generally cover a three-year reporting period.