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 ComplaintThe 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:06/07/2024
Type: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.
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 ***************** and 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 **********************, and have been with splashtop over 5 years. My email address is indeed *****************. The name on the account is "*************************" I am surprised you are unable to find my account. My business phone is ************ and my cell phone is ************. Recently, on June 10, 2024 I paid ****** total (I had been paying $120.00) for two users.
Sincerely,
*************************Business Response
Date: 06/27/2024
Dear ****,
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 ***************** with 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*******************
Support Manager
Customer Answer
Date: 07/15/2024
RE: Complaint number ******** I have resolved this matter with the business, and would like to change the status to resolved and the client is satisfied.
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