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:12/26/2024

  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.

  Nov 4 2024 this company took money from my daughters account without permission. we request a full refund and an apology from the company. This was at a school that recommend the free version and was done with help from a teacher.

  Business Response

  Date: 12/27/2024

  Hello,
  
  We have investigated the case and have confirmed that the consumer's subscription has been deactivated, and the initial payment has been reversed. It may take up to ten business days for the refund to appear on the consumer's statement, depending on their payment method. However, in some cases, the payment will be removed from their statement, and a separate credit won't be issued.
  
  Please do not hesitate to contact us should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team

• Initial Complaint

  Date:12/19/2024

  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.

  I have been charged $30.00 monthly for the past eight months by Grammarly despite repeated attempts to cancel my membership. The most recent charge occurred on 12/02/2024, bringing the total to $240.00. I have not used their services during this period, and I believe these charges are unauthorized.Despite my efforts to cancel the subscription, Grammarly has continued billing me, and no action has been taken to resolve my concerns. I am requesting the following:Immediate cancellation of my subscription.Full reimbursement for all unauthorized charges totaling $240.00.I am filing this complaint because Grammarly has failed to provide a satisfactory response or resolution, leaving me no choice but to escalate the matter. I have also filed a dispute with my bank to recover the funds. I trust this complaint will prompt Grammarly to address the issue promptly and responsibly.

  Business Response

  Date: 12/19/2024

  Hello,
  
  We have investigated the case and have found the email correspondence between our team and the consumer.

  Grammarly subscriptions automatically renew until they are canceled, and subscriptions that aren't canceled before the start of a new billing cycle will be charged for a new subscription period. We apologize for any misunderstanding in this regard.
  
  As an exception to our refund policy, our support team has refunded the consumer's latest renewal payment and deactivated their subscription. Furthermore, we have also refunded an additional seven renewal payments, bringing the total refund amount to 240 USD. It may take up to ten business days for the refunds to appear on the consumer's statement, depending on their payment method.
  
  Please do not hesitate to contact us should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team

• Initial Complaint

  Date:12/12/2024

  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.

  I used Grammarly annual subscription throughout college and graduated in December of 2021. I canceled my subscription before the renewal in early December as I no longer needed the subscription. Upon recently checking my bank account, I noticed $140 was charged to me from Grammarly. Again, I canceled this membership in December of 2021. Confused, I went through all of my bank statements for the last 4 years and found that they have wrongfully charged me $140 every year since 2021. So they have charged me $140 in 2021, 2022, 2023, and yet here I am in 2024 being charged again as well for a subscription I canceled 3 years ago. Upon contacting customer service and notifying them of this, they said they could only reverse the charge for the most recent transaction. They did not acknowledge the fact that I have not logged into that account since December of 2021 and the account has remained inactive for 3 years.Every single other subscription I have the company always sends me an email notifying me of an upcoming payment due or renewal. They also send me a follow-up email when they charge my account. I have never, ever received a single email from Grammarly stating my subscription is renewing or they are charging me. Even after I canceled it, they never notified me that they were continuing charges. I want all other charges from 2021 refunded back to me as I was wrongfully being charged for a service I was not using and I want my account deactivated and all my personal information deleted from their system.

  Business Response

  Date: 12/16/2024

  Hello,
  
  We have investigated the case and have found the email correspondence between our team and the consumer.

  Grammarly subscriptions automatically renew until they are canceled, and subscriptions that aren't canceled before the start of a new billing cycle will be charged for a new subscription period. We apologize for any misunderstanding in this regard.
  
  As an exception to our refund policy, we have refunded two of the consumer's renewal payments and deactivated their subscription. It may take up to ten business days for the refunds to appear on the consumer's statement, depending on their payment method. However, in some cases, the payment will be removed from their statement, and a separate credit won't be issued.
  
  Please do not hesitate to contact us should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22681319
  
  I am rejecting this response because: The business only refunded two of my unapproved payments (2022 & 2023) and not the one from 2021 that was not approved. This unapproved payment was pulled from my account after I canceled the subscription with no notice or confirmation upon charge. 
  I will need the charge from 2021 refunded as well as that payment was not authorized by me either.
  
  Sincerely,
  
  Alex 

  Business Response

  Date: 12/19/2024

  We apologize for any frustration caused by this issue. We have refunded the additional renewal payment as per the consumer's request. It may take up to ten business days for the refund to appear on the consumer's statement, depending on their payment method.
  
  Please do not hesitate to contact us should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team

  Customer Answer

  Date: 12/19/2024

  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:12/12/2024

  Type:Product 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.

  On December 2, 2024, I initiated a free trial with Grammarly effective December 3, 2024 according to the email sent by Grammarly upon signing up. The trial was stated to last 7 days, which means it should have ended on December 9, 2024. On December 9, 2024, I received a notification email from ****** indicating that a payment was being issued to Grammarly for $144.00 total, the cost of an annual subscription. As the trial was not over yet, I proceeded to cancel my subscription on December 9, 2024. I also reached out using the chat feature to explain that I was charged prior to the end of my free trial period and I wanted a refund. The chatbot stated that it submitted a ticket on my behalf and a customer service representative would reach out to me. The customer service representative responded to me that same day, December 9, 2024 and stated the following:I see that your subscription associated with the email ***************************** has been canceled (canceling a subscription cancels all future scheduled payments). You will still have access to advanced features for the usage period covered by your payment (until 2025-12-10).Note: Grammarly doesn't send automatic refunds when an advanced subscription gets canceled. Canceling a subscription only prevents its renewal in your next subscription period.I responded to this email on December 10, 2024, stating that my trial period was December 3-9, 2024 and I didnt expect to be charged before the trial period ******** fact, according to Grammarlys terms and conditions regarding free trials, the customer wont be charged during the free trial period. The *** section stated that charges during the free trial period would be pending and canceling would take the charge away. However, the $144 was withdrawn from my bank account on December 11, ******* is now December 12 and I have not heard back from customer service. I dont believe I was charged appropriately and would like a full refund of $144.00.

  Business Response

  Date: 12/13/2024

  Hello,
  
  We have investigated the case and have found the email correspondence between our team and the consumer.

  As an exception to our refund policy, the consumer's subscription has been deactivated, and the initial payment has been reversed. It may take up to ten business days for the refund to appear on the consumer's statement, depending on their payment method. However, in some cases, the payment will be removed from their statement, and a separate credit won't be issued.
  
  Please do not hesitate to contact us should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team

  Customer Answer

  Date: 12/13/2024

  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:11/27/2024

  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.

  on 11/19, I purchased Grammarly Pro for $12 a month to total $144 for the year, and it included a 7-day free trial, so the charges were going to start after the 7 days. I used the services that same day. Before I purchased the services, Grammarly advised I had a 67% plagiarism; after I purchased the service, it went down and did not reflect the same thing. I continued and noticed that the services were unreliable; I canceled the following day, 11/20. I do not mind paying, but the service I pay for must work and do what the services I paid for. I contacted them to try 11/20-11/21 to resolve the issue about the cancellation of the Grammarly Pro, and the representative canceled the subscription and returned $114 but forced me to get the month's services for $30. I advised respectfully that I did not want the month's service for $30 because the services did not work, I can't use something that does not work. The representative did not want to work with me, so I advised that I would stop payment and that I would file a complaint with the BBB since they refused to work with me on something very simple. I just got back from out of town, and I am following up with BBB on the complaint. Lastly, I never got a receipt for the purchase. However, I have the support ticket # *******. 1. I am requesting help in getting a full refund.2. I do not want this to happen to anyone else, hence why I am writing this complaint, I would like for other clients to see what happened to me so they are aware and learn. 3. Although big companies can get away with fraud and false marketing, I do believe that what they did is exploit students/people in need of help in writing papers with false information and marketing and I think that should not be allowed. They should not be selling a service that does not work or perform its functions.

  Business Response

  Date: 11/28/2024

  Hello,
  
  We have investigated the case and have found the email correspondence between our team and the consumer.

  As an exception to our refund policy, the consumer's subscription has been deactivated, and the initial payment has been reversed. It may take up to ten business days for the refund to appear on the consumer's statement, depending on their payment method. However, in some cases, the payment will be removed from their statement, and a separate credit won't be issued.
  
  Please do not hesitate to contact us should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team

  Customer Answer

  Date: 12/02/2024

  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:11/16/2024

  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.

  I am on an auto pay with my Amex for Grammarly. I keep trying to cancell the service I no longer need. I have attempted online but it says I have a free account. That is clearly not true as they charge me ***** every month. I have tried to cancel through them but they keep asking for payment info and then nothing happens. I thought about just telling **** to not pay but I don't want them to harm my credit. Can you help me cancel the account? Thank you,

  Business Response

  Date: 11/19/2024

  Hello,
  
  We have investigated the case and have found the email correspondence between our team and the consumer.
  
  We have refunded the consumer's renewal payment and deactivated the subscription in question. It may take up to ten business days for the refund to appear on the consumer's statement, depending on their payment method. However, in some cases, the payment will be removed from their statement, and a separate credit won't be issued.
  
  Please do not hesitate to contact us should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team

• Initial Complaint

  Date:10/18/2024

  Type:Product 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 service inappropriately took money from my 14 year old child. She did not have permission to purchase anything and this should have required a parents permission to even create an account on a paid service. I want all money refunded for this.

  Business Response

  Date: 10/22/2024

  Hello,
  
  We have investigated the case and could not locate the email correspondence between our team and the consumer, indicating that the consumer didn't reach out to us directly to resolve their issue.
  
  Unfortunately, the email address that the consumer provided didn't pull up a paid account in our system. We have contacted the consumer directly via the email address provided in their complaint. This will allow us to investigate the issue further and provide a resolution.
  
  Please do not hesitate to contact us should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22440415
  
  I am rejecting this response. I have now replied to the email that I received from grammerly. I included the information that they needed.
  
  Sincerely,
  
  ****** **********

  Business Response

  Date: 10/24/2024

  We have confirmed that the subscription in question has been deactivated, and the full initial payment has been reversed. It may take up to ten business days for the refund to appear on the consumer's statement, depending on their payment method.
  
  Please do not hesitate to contact us should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22440415
  
  I am rejecting this response because:
  The response from grammerly says "the full initial payment has been reversed". However only $114 of the $140 amount has been refunded. The "full initial payment" of $140 was deducted from the credit card on October 3rd. A refund/payment voucher appeared on the credit card October 20. When will the remaining $26 be refunded? 
  Sincerely,
  
  ****** **********

  Business Response

  Date: 10/25/2024

  Hello,

  We apologize for the confusion. 

  We would like to confirm that the payment was refunded in two parts. The first part of 114 USD was refunded on Oct-18-2024, while the remaining 30 USD were refunded on Oct-23-2024. It make take up up to ten business days for the remaining 30 USD to appear on the customer's statement. We appreciate the customer's patience. 

  Please do not hesitate to contact us should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team

• Initial Complaint

  Date:10/17/2024

  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.

  I thought I had free grammarly, I was charged today $144. I tried to contact them via phone, their phone does not work to speak with anyone. I tried to find an option to chat. their chat does not work to speak with someone. I sent messages I got no response.

  Business Response

  Date: 10/21/2024

  Hello,
  
  We have investigated the case and have found the email correspondence between our team and the consumer.

  It appears that the consumer has filed a claim with PayPal.
   
  Now that the claim has been processed, the payment has been refunded, and the subscription in question has been deactivated. It may take up to 10 business days for the refund to appear on the consumer's statement, depending on the payment method.

  Please do not hesitate to contact us should you have further questions, comments, or requests.

  Sincerely,

  The Grammarly Team

• Initial Complaint

  Date:10/16/2024

  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 in behalf my teenage daughter ***** **** whose email is ************************ She thought she signed up for FREE trial and somehow she got charged $144 which was definitely not what she wanted and new to anything like this. She only used it one time too. She emailed and asked for refund and was told no refund but did cancel a membership that she didn't even think she signed up. This was an honest error (she does have disabilities ) and was trying to be independent not really knowing what she was doing. This has her all upset and depleted her hard earned money. Please refund her money as it is in the best interest in this situation. Thank you!

  Business Response

  Date: 10/17/2024

  Hello,
  
  We have investigated the case and have found the email correspondence between our team and the consumer.
  
  As an exception to our refund policy, the consumer's subscription has been deactivated, and the full initial payment has been reversed. It may take up to ten business days for the refund to appear on the consumer's statement, depending on their payment method. However, in some cases, the payment will be removed from their statement, and a separate credit won't be issued.
  
  Please do not hesitate to contact us should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team
  

  Customer Answer

  Date: 10/17/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22433220, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  Kris Wahr

• Initial Complaint

  Date:10/03/2024

  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.

  I am filing this complaint regarding an unauthorized $144.00 charge to my account by ********************** for an annual subscription renewal. In previous years, I consistently received advance email notifications from Grammarly regarding upcoming subscription renewals, allowing me to make informed decisions on whether to continue the service.This year, however, I did not receive any such notification. Without any prior notice or consent, Grammarly automatically charged my card for the annual subscription renewal. I only became aware of the charge after it had been processed.Upon visiting Grammarly's website today, I promptly canceled the subscription. However, I was informed that the subscription would remain active until September 25, 2025, and that the $144.00 renewal charge would not be refunded.Given that no notification was provided and I did not consent to this charge, I am requesting a full reimbursement of the $144.00 charge. I believe that this practice violates fair consumer notice standards, and I would appreciate your assistance in resolving this matter.Thank you for your attention and assistance.

  Business Response

  Date: 10/04/2024

  Hello,
  
  We have investigated the case and could not locate the email correspondence between our team and the consumer, indicating that they didn't reach out to us directly to resolve their issue.

  Grammarly subscriptions automatically renew until they are canceled, and subscriptions that aren't canceled before the start of a new billing cycle will be charged for a new subscription period. We apologize for any misunderstanding in this regard.
  
  As an exception to our refund policy, we have refunded the consumer's renewal payment and deactivated their subscription. It may take up to ten business days for the refund to appear on the consumer's statement, depending on their payment method. However, in some cases, the payment will be removed from their statement, and a separate credit won't be issued.
  
  Please do not hesitate to contact us should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team