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:10/17/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 redeemed Perplexity Pro through ******** official offer (valued at ~$200). The promotion clearly states that Pro includes Deep Research with 500 research queries per day and expanded web coverage. However, my account only performs 3 genuine Deep Research queries dailyafter that, it instantly reverts to the free-tier mode with minimal or no citations. Functionality resets the next day, repeating the same limitation. I compared results with my wifes free account using identical prompts. Her free account produced up to 80 cited sources, while my paid Pro account returned under 10 after the third query. Despite having over 580 unused credits, Deep Research simply stops functioning. Between Sept 1120, 2025, I contacted Perplexity support multiple times with screenshots, receipts, and chat links. Replies came only from automated or scripted responses (***, ***), denying any issue and closing tickets without investigation. The company also censors negative reports on its Reddit forum, which misleads new users. To document the ongoing failure, I created a public reference space titled Perplexity Research Pro Failures, containing over 100 reproducible failed research threads. It is accessible at: ?? ***************************************************************************************** This pattern constitutes misrepresentation of a paid service, breach of promotional terms, and false advertising of AI research capabilities. Desired resolution: Full restoration of Deep Research functionality (600 queries/day, complete citations). Transparent explanation of throttling or hidden limitations. Resetting my pro subscription to restore full functionality. I am also filing this complaint with the ***, Washington Attorney General, and California Attorney General for record. Evidence available: Screenshots, receipts, and link above.

• Initial Complaint

  Date:10/06/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Perplexity AI has completely failed to deliver on its promises and is nothing like the reliable, transparent research tool it claims to be. The quality of answers has drastically declined, with the ** routinely ignoring instructions, omitting searches, and botching even basic queries. I have lost important work due to bugs and sudden changes, and customer support is nonexistentIm left with canned responses and no real solutions. The *********** is a disgrace. After being lured in by claims of advanced features and better reliability, I was slapped with hidden auto-renewal charges and an impossible cancellation process. Many users, including myself, found it nearly impossible to reach support or secure refunds. This is classic bait-and-switch: you advertise transparent, premium service but deliver incompetence and deception.Perplexitys Trustpilot score tells the real story: a 1.8 out of 5 and a flood of negative reviews about billing scams, broken features, and privacy worries. Its become a cautionary tale. Dont waste your money sums it upyoull get a pretentious, broken chatbot and a nightmare billing experience instead of what you paid ****** make matters worse, Perplexitys lag times have skyrocketed. Paying Pro customers regularly experience frustrating delayssometimes over two minutesjust to get basic responses. Its infuriating to pay a premium only to sit and wait while queries stutter or drop entirely. The promise of rapid information retrieval has become a joke, replaced by inconsistent speeds and long waits even for simple questions.Even worse, question limits for paying users are stricter than ever. While we were told Pro means unlimited deep research, the reality is capped queries, throttled session limits, and sudden restrictions with no warning. Ordinary users hit walls while the company dodges complaints, leaving researchers and professionals stranded halfway through their work.

• Initial Complaint

  Date:09/28/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 subscribed to Perplexity Pro in August 2024 and was automatically auto-renewed on August 21, 2025 for an entire years worth of service at $200 per year + tax. I contacted customer service immediately upon discovering the charge to request a refund. Despite contacting them within hours of noticing the renewal charge and having used the service only minimally since the renewal, Perplexity refused to provide any refund, citing that my request fell "outside the refund policy window. This policy is fundamentally unfair as it requires customers to request refunds before they're even aware they've been charged. The "refund window" effectively expires before customers have actual knowledge of the auto-renewal, making it difficult for a reasonable consumer to meet. I'm seeking a full refund of the annual subscription fee, or at minimum a 75% refund, given that I contacted them immediately and will not be using the service for the remainder of the paid period. Thats nearly 10 months of service that Im paying for but do not want to use!

• Initial Complaint

  Date:09/18/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  The trial subscription has been cancelled by 08/11/2025 (got confirmation on email). Despite no subscription on your service and deleted payment card information (by me from my profile), 09/11/2025 you used my card information to charge for the amount of $24.20. I want a full refund and I want you to remove my personal and payment data from your database.I contacted about the issue 3 times by email, and first 2 times you claimed you don't have account with my email address and only after I provided proofs (confirmations emails from Perplexity to my email earlier) you found my account and responded "the request will be redirected to billing department" since that time (7 days ago) no any response and you ignore my email.

• Initial Complaint

  Date:08/22/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Perplexity charged a recurring fee of $21.19 to my credit card. I neither supplied that card to them or authorized them to charge to it. I was totally unaware of the transaction until I received my credit card statement.

• Initial Complaint

  Date:08/05/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 submitting this complaint regarding Perplexity AI, a company that has failed to uphold basic data privacy responsibilities and has shown a complete lack of transparency and accountability in handling user data.On [insert exact or approximate date], I submitted a formal request to Perplexity AI to have my personal data deleted from their systems, in accordance with standard data privacy regulations and policies. Despite multiple follow-ups, it has now been over six months, and I have received no confirmation, no status update, and no assurance that my data has been deleted.This ongoing delay and lack of communication are unacceptable and demonstrate a serious disregard for user privacy. The company has not provided:A confirmation of data deletion;Any timeline for resolving the issue;Any communication or acknowledgment of the extended delay.I have made reasonable efforts to obtain a response and resolution directly from Perplexity AI, but they have failed to act or respond appropriately. Their inaction raises serious concerns about the integrity of their privacy practices and the safety of sending any files or personal data to this company.I am requesting that the BBB investigate this matter and hold Perplexity AI accountable for the following:1.Immediate confirmation and completion of my data deletion request;2.A formal explanation for the extended delay and lack of communication;3.Assurances that this type of data mishandling will not continue for other users.Thank you for your attention to this matter. I trust the BBB will take appropriate action to ensure companies like Perplexity AI respect consumer privacy rights and respond to valid data requests in a timely and transparent manner.

• Initial Complaint

  Date:10/31/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On October 30, 2024, I registered for the Perplexity (***********************) service using the promotional code FREEPROUNIVERSE for a free annual *** subscription. The payment process through ****** was completed successfully, and I received a confirmation email from Perplexity.I began using the *** services and exploring the platform. However, later that day, I received an email from Perplexity stating that I had requested the termination of my *** subscription, which I had not. They unilaterally decided to terminate the subscription and deactivate my account.Upon investigating through their support service on Discord, I discovered that the code FREEPROUNIVERSE was an internal leak and not meant to be public. Consequently, Perplexity canceled all users who signed up with that code.Additionally, I attempted to review the terms and conditions on their website, but access was blocked by a script. I have recorded evidence of this issue, captured using my mobile phone, as the script also blocked my laptops screen recorder.We, the end users, are not responsible for the public release of the code, and it was validated on their payment platform. Therefore, I believe Perplexity should honor the services for those who completed the payment process without any issues.Other affected users have also contacted the platform, claiming that the termination was unjust. It was Perplexitys error, and they canceled all beneficiaries of the promotion.I can provide all confirmation emails, conversations, and the message received from Perplexity as evidence.Thank you for your attention to this matter. I look forward to your prompt response.Yours faithfully,**** **** PD: The platform does not attach pdfs

• Initial Complaint

  Date:09/01/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 complaint is about suddently cancelled PRO services from this company, **** no previous notice and after all telling a lot of lies and no replying my questions.Please read the *** with the complete explanation.

• Initial Complaint

  Date:08/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 made several attempts to contact customer support and have received only one response which was simply a denial that there is a paywall for an advertised free service. The issue with the free service occurs within their Android app version, which states that three file uploads are permitted daily. However, when following the instructions of their FAQ, clicking on the + icon redirects to a paywall where the only option is to "Upgrade" and no files can be uploaded otherwise. To be specific, this issue does not occur in the web-browser UI, but does occur in the Android app UI. Furthermore, Perplexity AI offers an option to contact customer support, but they do not respond. I have also attempted to report product malfunctions (which I won't elaborate on here) for which all efforts have been ignored. As a paying customer, or subscriber to their services, and possibly by FTC guidelines, they should reply to inquiries and support requests. Presently they do not.

• Initial Complaint

  Date:06/29/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 to file a formal complaint against Perplexity AI concerning their Pro subscription service. As an annual subscriber, I was enticed to join based on the explicit advertising of the ****4 Turbo feature, which was a decisive factor in my decision to subscribe. Despite this, Perplexity AI has removed the ****4 Turbo feature without providing a comparable replacement or offering any form of compensation, such as a partial refund.The loss of this service has significantly diminished the value of the subscription, impacting not just myself but potentially all annual subscribers. The financial implications range from $20 to $200 per subscriber, depending on the subscription type. This action by Perplexity AI is not only misleading but also constitutes a bait-and-switch tactic that is unfair to consumers who have paid upfront based on specific advertised commitments.Given these circumstances, I seek the BBB's assistance in addressing this issue with Perplexity AI to ensure that adequate measures are taken to compensate affected subscribers and correct their advertising practices.Thank you for your attention to this matter.Sincerely,***************************