Complaints

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

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  Birdeye, Inc.

  2479 E Bayshore Rd Ste 175 Palo Alto, CA 94303-3228

  
• 

  Birdeye

  9111 Cypress Waters Blvd Ste 245 Coppell, TX 75019-4795

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:07/15/2025

  Type:Order 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.

  I am writing on behalf of our practice to file a formal complaint regarding the misleading and deceptive practices used by your representative, ************ during a sales interaction on June 4, 2025.Dr. Tau introduced himself as a dentist and claimed to be the president of Birdeye. He conducted a Zoom demo presentation, during which he shared that he previously sold a dental practice in ************ and is now working with Birdeye. During the meeting, he clearly stated that the service would be offered on a month-to-month basis. At no point during this conversation was there any mention of an annual contract, cancellation difficulties, or any binding agreement.Furthermore, we were informed that an onboarding call would take place two weeks later, on June 18, 2025. That onboarding call never *********** our surprise, when we informed Birdeye that we were not interested in proceeding with the service, we were sent a contract and were told we were now bound to terms we never agreed to, signed, or even saw prior. Additionally, the contract listed the name of an individual whom we have never interacted with or authorized to make decisions on our behalf.We feel misled, manipulated, and deeply uncomfortable with how this process has unfolded. There was a clear misrepresentation of the nature of the service (month-to-month vs. long-term contract), and we were not given any opportunity to review or sign a contract knowingly.We consider this a serious breach of trust and professional ethics, and we are formally requesting:1.Immediate cancellation of any purported contract or agreement.2.Written confirmation that our practice is not obligated to any service or payment .

  

  Business Response

  Date: 07/16/2025

  Thank you for bringing this matter to our attention. We deeply apologize for the confusion and frustration caused by the recent interaction. We understand the seriousness of your concerns, and we take your complaint very seriously.

  First and foremost, we want to assure you that Birdeye is committed to transparency and ethical business practices, and we are addressing the situation immediately.
  Upon reviewing your concerns, we acknowledge the discrepancies in the information provided during your sales interaction, including the misrepresentation of the service terms and the onboarding call that was missed. This is not the experience we aim to provide, and we sincerely apologize for any confusion or stress this has caused.
  We have initiated an internal investigation into the actions and the communication surrounding your account. Our head of support leaders will be reaching out to you immediately to resolve this matter. 

  Customer Answer

  Date: 07/17/2025

   
  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:06/27/2025

  Type:Customer Service 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.

  Why I No Longer Trust Birdeye: A Cautionary Experience with the Review and Messaging Platform Birdeye markets itself as a leading review and messaging platform for businesses, but my personal experienceand that of many otherspaints a very different picture.From the outset, there were signs that the company prioritized optics over transparency. One of the most concerning aspects is the manipulation of online reviews. Multiple users have reported that Birdeye offers tools or services that allow businesses to filter negative reviews or suppress them entirely, giving a misleading impression of customer satisfaction. This undermines the authenticity and reliability of online reviews and damages the trust consumers place in these platforms.Additionally, concerns have been raised about how the company is managed. While the public face may include polished leadership and a clean brand image, customer support issues, misleading practices, and technical problems are reportedly widespread. Complaints include:Reviews being mysteriously removed or altered Overpromising and underdelivering on features like messaging and automation Poor responsiveness from the support team Overly aggressive billing and renewal practices Theres also growing concern that Birdeyes text messaging and chat features are less secure and more unreliable than advertisedputting businesses at risk of missed communications or even legal exposure.While Birdeye may claim to improve your reputation, many users feel misled by the platforms inner workings. Based on firsthand experience and multiple online complaints, I recommend extreme caution before doing business with them. In an era where authenticity and transparency matter more than ever, platforms like Birdeye must be held accountable for how they manage user data and online reputations.

  

  Business Response

  Date: 07/03/2025

  We apologize for the experience you have faced and will take your feedback seriously so we can improve our services. 

• Initial Complaint

  Date:06/25/2025

  Type:Order 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.

  Summary:BirdEye misrepresented contract terms during the sales process. I was led to believe I was signing up for a month-to-month service but was later told I was locked into a 12-month contract.Details:I signed up with BirdEye in November 2024 after a video consultation with one of their representatives. Based on my understanding from that call and the follow-up email, I believed I was enrolling in a month-to-month plan that could be canceled at any time. I recall asking if I could cancel after a few months on the monthly plan, and I dont recall being told anything about a 12-month obligation I wouldnt have signed up if I had been.After the call, I received an email outlining the pricing. It showed both the monthly and annual payment options, but there was no mention that the monthly plan required a 12-month commitment. Ive attached screenshots of that email.When I later tried to cancel, I was told I was locked into a 12-month contract. BirdEye then sent me a contract that mentions the 12-month term in fine print, but that was never clearly disclosed during the sales process verbally or in ********** monthly payment is $340, and I have six months left. This leaves me owing over $2040 for a service I no longer want and wouldnt have signed up for had the terms been clear.This feels like a case of misleading or incomplete disclosure. I signed up believing I had the flexibility to cancel, and had I been properly informed, I wouldnt have enrolled. Since BirdEye has declined to release me from the contract without penalty, I have blocked future charges through my bank to avoid continued billing.I request that BirdEye:* Cancel my account without penalty * Close any remaining balance * Stop all billing and collection efforts I also urge BirdEye to revise its sales process to ensure long-term commitments like this are clearly disclosed up front.

  

  Business Response

  Date: 06/26/2025

  Thank you for sharing your feedback, and were truly sorry to hear about your negative experience. At Birdeye, we aim to provide clear and transparent communication, and its concerning to hear that you feel misinformed about the cancellation process. Our support team will be reaching out to resolve this matter. 

• Initial Complaint

  Date:06/25/2025

  Type:Delivery 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.

  This company uses deceitful tactics within their contracts. They tell you that in order to cancel your your two year contract upon the end of terms...you must contact them outside of 30 days of the last date. However...they do not tell or inform you prior to that date. Their customer service is horrible.

  

  Business Response

  Date: 06/26/2025

  Thank you for sharing your feedback, and were truly sorry to hear about your negative experience. At Birdeye, we aim to provide clear and transparent communication, and its concerning to hear that you feel misinformed about the cancellation process. We have turned off the auto renewal on your account. Your account will not auto renew. We appreciate your patience with working with us. 

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23518164
  
  I am rejecting this response because it not fair to your client base to induce long term contracts and then auto renew the contract without any given notice or any signatures to do so.  I am not asking for a refund or free months of service.  I am not asking for a dedicated acct manager which you are now offering both after 7 years.  I simply want to be out of the contract which was officially over in November of 2024.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 07/03/2025

  Hi, I would like to help with your case. Please email me at ************************************** so we can schedule time on our calendars to get this resolved.

• Initial Complaint

  Date:06/18/2025

  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.

  Ive repeatedly asked Birdeye through numerous emails and over the phone to remove my account from auto-renewal and made it clear I will not be renewing when my term ends in July. They acknowledged this and said they would send an email confirming the changebut Ive yet to receive it. Its clear whats happening: come July, theyll auto-renew my account, charge my card without authorization, and force me to dispute the charge with my credit card company.

  

  Business Response

  Date: 06/19/2025

  Hi Dottie, we're sorry to hear about your experience. Please be assured that your case is a top priority, and our team has been actively working on it behind the scenes now to get your account off of auto-renew. We truly appreciate your understanding and will keep you updated.

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair 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 deleted certain ****** reviews years ago but Birdeye show them on their platform as current. They do not sync their information, and as a result, when you ****** my name, old, deleted reviews show up.

  

  Business Response

  Date: 06/10/2025

  Hi! We apologize for the inconvenience. Please email ******************************** with the link to the profile showing the reviews, and our team will promptly remove them. 

  Thanks, 

• Initial Complaint

  Date:04/23/2025

  Type:Customer Service 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.

  We signed up with this marketing platform based on big promisesmore customer reviews, improved SEO rankings, and an overall boost in online presence. After a year and a half, we saw no results: not a single review was generated through the platform, and there was zero noticeable improvement in search rankings.The platform itself is underwhelming and lacks the tools and support you'd expect from a service with such high claims. To make matters worse, we were automatically locked into another annual contract without prior notice, and when we tried to cancel, they outright refused. We're now stuck paying for a service that continues to deliver no value.Very disappointed in the lack of transparency and support. We do not recommend this platform to other businesses looking for tangible results or fair customer service.

  

  Business Response

  Date: 05/07/2025

  Were truly sorry to hear that your experience with Birdeye didnt meet expectations. We understand how frustrating it can be when promised outcomes dont align with results, and we take your feedback seriously.
  Our team is actively reviewing your account to better understand what may have gone wrong both with the performance you're describing and the concerns around contract renewal. We'd appreciate the opportunity to speak with you directly and explore a resolution thats fair and transparent. Please reach out to us at ************************************** so we can work together to make this right.
  

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair 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.

  I contacted bird eye about reviews and my personal information that they have posted on their website without my permission. They also have reviews posted that have been removed by ****** for policy violations. They pretty much brushed me off when I tried to contact them.

  

  Business Response

  Date: 03/26/2025

  Hi ****,

  Sorry for the experience you have faced. You can email our profile team at ********************************* to have your free profile removed. If you have any further questions please email me at *************************************** We are happy to resolve your concerns promptly. 

  Customer Answer

  Date: 03/27/2025

   
  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:02/27/2025

  Type:Order 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.

  We had a contract with Birdeye for marketing. They had a breach of contract in that multiple things were not done:1. They stated they were going to send solicitations for reviews of our business via email and also text. This was always faulty, we never got the correct number of recipients(patients seen that day) who got an invitation to do a review despite NUMEROUS times mentioning to them that the patients seen that day(customers) did not all get review requests which is what we paid for. This was brought to the attention of multiple people-our initial onboarding person and then our subsequent customer relations employee. 2. ********** My Business pages were frequently disconnected from the software thereby rendering us unable to solicit reviews which is also what we paid for and never corrected. This was also brought to their attention NUMEROUS times yet never fixed. 3. We tried all the appropriate channels including communicating with their legal department yet to no successful resolution. 3. We were supposed to receive DAILY emails outlining the work but NEVER received these, they were sporadic and brought this also to their attention. 4. They continued to charge for 4 offices each month when we only had 2 operating.5. They have continued to send repeated threatening emails and dont work on successful conflict resolution. I am seeking no further contact from this business. They ultimately should owe me for services that were never rendered properly as per the contract. I have tried to resolve this amicably yet their legal department ********* ******** continues with threatening emails and does not want to address my concerns which is a significant breach of contract.

  

  Business Response

  Date: 03/06/2025

  Hi *******,

  
  We're concerned to hear about your experience and truly sorry. We want to help resolve this as quickly as possible. Please reach out to me at ************************************** so we can assist you.

• Initial Complaint

  Date:02/26/2025

  Type:Sales and Advertising 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.

  My company's been trying to cancel our service for over a year now. We requested cancellation in January of 2024 due to not receiving the services we were promised, mainly an easy way to send a review request to our customers using a QuickBooks integration. We have had no resolution to our complaints for over a year now. We were auto-renewed, even though we requested cancellation a full 7 months prior to our renewal date. I have sent several emails this past month to everyone that I was in contact with over this past year with no resolution. I haven't even received an email or a call back. We requested an immediate cancellation of our contract as well as reimbursement for the fees were were charged in 2024 and in 2025.

  

  Business Response

  Date: 03/06/2025

  Hi ******,

  I'm truly sorry to hear about the difficulties youve encountered during the cancellation process. Please dont hesitate to reach out to me directly at ************************************** so we can address this issue promptly and work toward a resolution. Were committed to resolving your concerns and finding a satisfactory solution as quickly as possible.

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 22993020
  
  I am rejecting this response because: there has been no resolution as of yet. I received an email address and contact person from the business and have forwarded my many emails regarding our issues to **************************************************************. 

  I am rejecting their response as of now so that this case remains open until I receive a response and a satisfactory resolution to this ongoing issue with Birdeye.
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 05/07/2025

  Hi!

  Thank you for reaching out and sharing your concerns. We're truly sorry for the frustration you've experienced, especially after multiple attempts to cancel and seek resolution. This is not the level of service we aim to provide, and we understand how disappointing this situation must feel.
  We take your feedback seriously and have escalated this matter to our leadership and billing teams for urgent review. Our goal is to fully investigate your cancellation request, communication history, and billing timeline so we can resolve this quickly and fairly.
  Please allow us a short window to complete this review we will follow up with you directly to discuss next steps and a potential reimbursement. If youd like to share any additional details in the meantime, please contact us at **************************************************************.

  

  Business Response

  Date: 05/07/2025

  Hi!

  Thank you for reaching out and sharing your concerns. We're truly sorry for the frustration you've experienced, especially after multiple attempts to cancel and seek resolution. This is not the level of service we aim to provide, and we understand how disappointing this situation must feel.
  We take your feedback seriously and have escalated this matter to our leadership and billing teams for urgent review. Our goal is to fully investigate your cancellation request, communication history, and billing timeline so we can resolve this quickly and fairly.
  Please allow us a short window to complete this review we will follow up with you directly to discuss next steps and a potential reimbursement. If youd like to share any additional details in the meantime, please contact us at **************************************************************.