Business Profile

Computer Software Developers

Salesforce.com, Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Salesforce.com, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

90 total complaints in the last 3 years.
27 complaints closed in the last 12 months.

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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:05/24/2024
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.
Our company was acquired by a competitor in August 2023. We attempted to terminate our agreement with Salesforce, as allowed pursuant to paragraph 12.8 of ***************** Services Agreement. We believed the issue had been resolved, based on our follow-up, but received a collections notice. Below is a timeline, along with attached correspondence.January 7th, 2024: Received an e-mail from *********************** at Salesforce about a past due payment.January 8th, 2024: Responded to the e-mail from *********************** stating that we had been acquired in August 2023 by another entity.January 18th, 2024: Received an e-mail from Cattleya ****** at Salesforce stating that our contract is not eligible for cancellation February 1st, 2024: E-mailed *********************** and billing escalations, stating that, as of 8/18/23, Asphalt Solutions had been purchased by ************************** a direct competitor of Asphalt Solutions. As of 1/1/24, and pursuant to paragraph 12.8 of *************** Services Agreement, ************************* has terminated the Agreement and Order Form between **************** and Asphalt Solutions. February 26th, 2024: Received an e-mail from **************************** at *********, asking us to reach out to our account executive (*************************/*******) to assist with our request.February 28th, 2024: Received an e-mail from *************************/*******, stating that they were working with their internal team to have my request addressed.March 25th, 2024: Received an e-mail from Salesforce stating that our case had been successfully resolved. We took this as evidence that our agreement had been terminated.May 16th, 2024: Received an e-mail from ***************** at Radius Global Solutions that our Salesforce account had been sent to collections.
Business Response
Date: 05/29/2024
Dear ****,
I apologize for any confusion, and unclear communication. After looking into your Account, I do see a Cancellation request was logged 2/28/2024, but the request was rejected. The reasoning listed on the case was as follows, "A customer being acquired is not grounds for a mid-contract cancellation, unfortunately. Asphalt Solutions signed a legally binding contract (Q-06705571) that is active through Dec 2025.

The customer's options are:
- leave contract 03310908 where it is on Asphalt Solutions
- or, you can work on a license transfer to move the contract to Heartland (the acquiring account)."
I do see your Contract was set to end 4/25/2024. All Cancellation requests or Contract Modifications have to be made 30 days prior to your renewal. I apologize for the inconvenience! I have attached your original Order Form referenced above in the attachments.

Thank You,
Salesforce Customer Success
Customer Answer
Date: 06/04/2024

Complaint: 21757298
Thank you for responding. I'm forwarding the Assignment language from our ****** Services Agreement.
"Assignment. Neither party may assign any of its rights or obligations hereunder, whether by operation of law or otherwise,
without the other partys prior written consent (not to be unreasonably withheld); provided, however, either party may assign
this Agreement in its entirety (including all Order Forms), without the other partys consent to its Affiliate or in connection with
a merger, acquisition, corporate reorganization, or sale of all or substantially all of its assets. Notwithstanding the foregoing, if a
party is acquired by, sells substantially all of its assets to, or undergoes a change of control in favor of, a direct competitor of the
other party, then such other party may terminate this Agreement upon written notice. In the event of such a termination, SFDC
will refund Customer any prepaid fees covering the remainder of the term of all subscriptions for the period after the effective
date of such termination. Subject to the foregoing, this Agreement will bind and inure to the benefit of the parties, their
respective successors and permitted assigns."
As was explained in our original response, the acquiring party, ************************** is a direct competitor. And as noted above, the Agreement was terminated, with ************************* providing notice dated January 1st, 2024.
We reject your response.
Sincerely,

***********************
Business Response
Date: 06/07/2024
Dear BBB,

We have reviewed the customer issue and our representative has worked with the customer to accommodate their request. This issue has been resolved.
Thank you, Salesforce Customer Success
Initial Complaint
Date:05/21/2024
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.
I purchased a license for TABLEAU software license online and paid $960 for a year's subscription. I never received a license code which meant that I could not use the software. I downloaded the software but it would not run without the code. I contacted customer support twice and did not receive helpful assistance. I emailed the business office and requested a refund. The reply stated that I would not receive a refund and my license would continue until the contract end date. I contacted them again to say that I did not have access to the software and could not use it, thus I should have a refund.
Business Response
Date: 05/21/2024
Dear *****,

We have reviewed your customer issue and our representative has logged a case to modify your contract. This issue has been resolved. We are awaiting a response to your request. You should receive a reply shortly from Salesforce Billing.

Thank you,
Salesforce Customer Escalation
Initial Complaint
Date:05/14/2024
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.
We onboarded with Sales Force in late 2022. Before moving to SF from our previous vendor we had numerous calls with SF account managers and Topsis (implementation partner) communicating what we were looking for and were ASSURED this would not be an issue. Top of the list topics were reporting and commission tracking. We are in our second full year of this partnership and STILL do not have the product that they told us we would have. They introduced us to a new implementation partner to fix the issues but expect US to pay for these fixes when we were clear of what we needed, and they have yet to deliver that product. I had a call with our NEW account executive, *****, and a red account person, *****, on April 4th. I have repeatedly emailed asking for updates as to either a credit on our account or for them to pay this new implementation partner the necessary cost to get us to where we need to be regarding these two issues only. During the call on 4/4/2024, I asked them to pull the recorded calls from our early days and send them to me to prove that they were oversold and have under delivered, but I have seen nothing. I KNOW the calls were recorded because we were told that at the beginning of the meetings. The new implementation company is very knowledgeable, and I have no doubt they can resolve the issues, but they need to be paid for their work. I don't feel it is just for me to have to pay them AND pay Sales Force when Sales Force executives misled me during the sales process. Now, they are apparently burying the recorded calls which would prove this. I am requesting a credit to my account for two quarters fees to accommodate the payment for the new vendor to complete the reporting and commissions errors. I would like this processed before my next billing cycle. These reports are vital to my business, and I am losing money in my business by not having accuracy in these areas. Sales Force needs to be accountable to this.
Business Response
Date: 05/15/2024
Dear BBB,

We have reviewed the customer's issue internally and addressed implementation issues. We are working to get a courtesy credit applied.

Thank you,
Salesforce Customer Success
Customer Answer
Date: 05/15/2024

Complaint: 21711664

I am rejecting this response because:
I appreciate the response from the business and I am not actually "rejecting" it, but didn't know how else to respond without indicating I accept it. It has been SIX weeks since our last call regarding this matter. I feel that is more than a fair amount of time to evaluate and give the proper credits. There MUST be some notes on my file that would indicate a timeline for this to be finalized. Sales Force does not initiate contact with me regarding this matter. The only time I have communication is when I initiate an inquiry.

I just got off a call with with the new implementation partner. Their costs for what they have done so far is at the $5,000 **** and they are not finished, yet. They said the estimated amount will be between $7,500 and $10,000 to get us the the initial point we should have already been to. What I am asking for is account credits to cover these fees so I can redirect those funds to them to pay for their work. If this is not acceptable, then Sales Force can pay them for the work they are doing. Either is fine with me, but I want to make sure that Cloud Forged (new implementation partner) is paid for their work and I don't feel it is fair for me to have to pay Sales Force AND them at this time.

Again, I would ask for a CLEAR date as to this resolution.

Sincerely,

*********************************
Business Response
Date: 05/21/2024
Dear BBB,

We have reviewed the customer's issue internally and addressed implementation issues. We are working to get a courtesy credit applied. All previous requests were denied. A new case has been logged. I do not have an exact time when this should be resolved at this time.

Thank you,
Salesforce Customer Success
Initial Complaint
Date:05/04/2024
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.
My company uses Salesforce because its software we know. However, now that weve had about 4 months of service with them, were rethinking our commitment.First, the software is insanely expensive and the basic out of the box functionality is not reliable. (Salesforce, check my trouble tickets) We have had to employ a third party expert to get in and make changes to things like admin vs general user permissions- you know- because why would we want a general user to be able to delete other peoples records? When the expert then says hmm this is odd, the changes Ive made arent working. Ill have to submit a trouble ticket, I am now paying the person to get your support people online to tell him its a glitch on their end and nothing he can fix. Please stand by and well flip switches on our end I still have to pay that person for Salesforces issues. So for that, Im quite irritated that the cost isnt the cost. I have to pay a professional because I dont know if Im doing it wrong or if salesforce just isnt working today. Functionality issues aside, the billing department is useless. We would have been able to accommodate your requests IF YOU HAD reached out to us prior to xyz date.My reply: I have forwarded you two examples of when I reached out prior to xyz date and received no response.Salesforce also doesnt tell you that theyll discuss your account information with anyone THEY THINK they should! The information they provide you wont be accurate anyway- so it really doesnt matter.Does this inaccurate and unauthorized information exchange matter to them? No!***** get a reply that YOU should know better. But not an actual apology for their misinformation or mishandling of information. It doesnt matter if this issue causes a panic, costs money on our end, or eats up our own valuable time. Everything is the customers fault.
Business Response
Date: 05/15/2024
Dear BBB,

We have reviewed the customer issue and our representative has approved the cancellation for the customer contract and the invoice will be credited.

Please consider this issue resolved.

Thank you,
Salesforce Escalation Team
Initial Complaint
Date:05/03/2024
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.
I had some problems using trailhead which is great by the way. The company salesforce is also great. However I am in a situation where I can't communicate with trailhead. I recieved an email saying this is the first reminder of a case I started and I thought had been closed. It sounded like a threat that if I don't respond I will be kicked out of trailhead. I am on food stamps and disabled and I don't want to lose this wonderful free training. I have no reliable way of letting them know that I want my cases "plural" closed. I had to open a ticket to let them know. I think this is a great company I just have trouble communicating with them.
Customer Answer
Date: 05/06/2024
I wanted to add to my complaint that I used the link that they included in the email and I could not close the cases. The email was threatening because it said "first reminder" and that indicates after a certain number of reminders there would be consequences and I don't want my account closed because I couldn't close my cases "plural". I hope I don't have trouble with trailhead now because I complained. I need that training.
Business Response
Date: 05/06/2024
Hello ******,
Thank you for your feedback!

Thank You!
Initial Complaint
Date:04/26/2024
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.
In July 2023 Salesforce solicited me to their CRM and brought in a certified partner and was to get my current CRM Redtail converted over and up in running with 6-8 weeks. with a $4,800 budget. I questioned them about the scope of work and was reassured by sales force and the partner IMG that they have done this many many time. It is now 9 months later.. and nothing is done. IMG within 8 weeks had nothing completed, could not figure out how to export data from current even with the expertise of doing this many times, I had to export it and it took me 10 minutes, but 6 weeks in they still had not figured it out. by kept 2/3rd of my money for no work. Salesforce brought in a new partner. all along salesforce has charged me $$thousands for a software I can not use. They also knew that IMG was having trouble completing other jobs and still brought them in at a low price to get me to sign that week or the deal was gone by the end of July.. so I have paid salesforce 5-6k so far and development vendors over 10k and still have no working CRM and salesforce continues to tell me to pay them the rest of the 36 month agreement on a software that is un useable..Beware they will also low ball the quote and time.. and sell their soles to get you to sign. I offered to just walk away and cut my losses and they still want the rest of the 36 months. I would have never signed the agreement had known it could not be done in 90 days and for less that 6k.. so with the quote and time frame I had wiggle room...but we are at 3 times the budget they laid out. I also would have signed I had I know that IMG was already in trouble with salesforce for non performance, they purposely with held this material fact. This un Ethical at the least and maybe even fraud.
Business Response
Date: 05/06/2024
Dear ****,
I apologize you were unable to get your licenses implemented. I see your request was rejected back in March, due to your request being mid-contract. Your case is being worked internally. I see your Account Executive and Account Manager will be in communication with you shortly.

Thank You!
Initial Complaint
Date:04/20/2024
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.
We do not have sales force however anything we search up is linked to their product and it appears our home has now been taken over somehow thru this website and we have reached out numerous times and have gotten no help
Business Response
Date: 05/06/2024
Dear BBB,
Thank you for this feedback. We will look at this request internally.

Thank You!
Initial Complaint
Date:04/13/2024
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.
I have tried to communicate with Dillon ********* and multiple other people about getting the platform functionally. I have reached out numerous time, on 2/1 , 2/15, 3/5, 3/16
and March 20th for the final time.

I wanted them to make adjustments and they continued to pass me off videos, and tech support that couldn't do this. I also had my assistant Kambri reach out 4x.

Finally this product is unusable with the fake sample data they have within it and they didn't remove it.
Business Response
Date: 04/18/2024
Dear Chad,
After reviewing your Account, I see your payment was never processed. It attempted to charge but reversed 1/29/2024. I see your Account is currently Suspended due to nonpayment. I am working with Dillon ********, who you discussed, to look into your cancellation request.
Thank You!
Initial Complaint
Date:03/28/2024
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.
recurring annual payment paid on time, with invoice in question showing 0 balance within portal. Receipt was emailed by salesforce showing that the balance was paid on date it was paid w/ invoice referenced. Over the following months I received numerous emails threatening to send me to collections if the invoice was not paid. The phone number provided would go straight to voicemail, and the emails I attempted to respond with gave me error saying the email address was invalid. I sent several messages through online tableau portal as well, but never received a response nor confirmation via email that the messages were received. They sent me to collections, dinged my credit, and also claimed in emails they had attempted to reach me via phone, when I have never had a single voicemail from salesforce. Meanwhile the invoice in my account still shows paid, I can't even pay if it I want to. It seems like this is a common problem, and because they don't respond to communication, there is no recourse.
Business Response
Date: 04/02/2024
Dear ****,
After looking into your Contract, I see you did receive an email saying your payment went through for Invoice 26398184, but for some reason the payment reversed that same day of 6/29/2023. I do see you then received an email for a Payment Reminder January 11th. There was a Suspension Warning sent out January 16th. Lastly on February 9th, you received a Collections Notice. I do apologize that you believed your payment went through, but it did reverse. I have shared an internal screenshot showing the payment did not go through. If you wish to regain access, please reach out to our 3rd Party Collections to resolve payment - AMS Phone Number: ************.
Thank You!
Customer Answer
Date: 04/03/2024

Complaint: 21500255

I am rejecting this response because:

- I never received response from numerous messages sent within portal, I have never received ANY of my responses to emails over past many months, nor any responses to voicemails with cancellation inquiry before billing even went through
- There was never anyway for me to pay within my portal because the ******************* to this day reflects as paid - this is a failure to operate basic software on Salesforce end
- I never received a single phone call communicating anything w/ late payment
- I have not used platform at all and do not wish to use it
- Salesforce has not responded to requests for attorney information
- Salesforce needs to cancel invoice & remove account from collections or provide attorney information
Sincerely,

J. ***********************
Business Response
Date: 04/03/2024
Hello ****,
Who were you sending emails to? I am not seeing any cases logged to our Billing team internally. From my experience, I am not familiar with receiving customer service from your portal. Unfortunately we do not cancel Contracts for disuse, and all Contract modifications have to be done 30 days prior to renewal.
Thank You!
Customer Answer
Date: 04/03/2024

Complaint: 21500255

I am rejecting this response because:
- I sent several responses all met with same thing in outgoing email as shown in attachment, or the ones that did get through earlier this year with no error response, just go completely unanswered.
- Prior to this and before renewal,
1) I had while logged into my tableau account & admin portal and submitted several messages via available support submission form as there was no sales or support ******* of any type listed w/ specific ******* info. I never received any response from any submission.
2) I previous had a sales/account rep ******* listed within my tableau portal, and in fact when talking to her in May I had alerted her to cancel my account from renewal as I couldn't figure it out. One of the messages I tried to send in was to confirm that was taking place. The other messages I sent in via form were to do the same; again never any response.
3) I made several calls to the general support phone number I found w/i Tableau portal and tried it over 20 times, it always going to voicemail. I left several voicemails clearly stating I wanted to cancel. I never had a single returned call.
4) I can see my bank rep put a block on Tableau/Sales Force charges as I expressed complaint that i could not figure out how to cancel account and could not get anyone to communicate with me from portal after wasting hours attempting to communicate. It seems bank agreed that preventing people from canceling by not responding to any form of communication is indeed Fraud. It looks like proper chargeback was filed and approved and confirmed that there was never any response to charge reversal.

If I logged in and it shows my bill as paid, meaning there is no 'click here to pay' button and I can't get anyone to respond to voicemail/email/phone voicemail to let me know how to pay, please tell me how you expect someone to pay? You also mention in your terms & you mentioned in initial messaging that you attempt to ******* by phone, of which there was never a single effort made.
I require give me a direct Tableau support managers name and direct ******* phone number so I can speak to them directly about all of this, I'm not even considering paying anything to anyone without speaking via phone.

It seems upon research of recent forums/blogs/review platforms that your complete failure to communicate or respond via any channel other than BBB is experienced by many.
If any further information required, please let me know.

If decision is made to continue to be completely slimy & unethical, please forward along your attorney's ******* information so I can let my team handle it from here.

Sincerely,

***********************
Business Response
Date: 04/09/2024
Hello ****,
Again I apologize you did not receive the response through the portal you desired. You do not have a Tableau Account Executive, but your Tableau Renewals Manager is *************************, ************************** I hope he is able to provide you the insight you require. For your reference, his manager is ***********************, "***********************".
Thank You!
Customer Answer
Date: 04/11/2024

Complaint: 21500255

I am rejecting this response because:
no response to my claims, no correction to their failures, no denial that business practices are slimy, unethical, predatory, & purposefully deceptive... simply attempts to push the ball on to different individuals at company that will likely not respond to communication.

Sincerely,

***********************
Initial Complaint
Date:03/16/2024
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.
I hired Salesforce for my company. We had the build out and the day we were to go live, my staff and I were unable to login and couldn't get a hold of anyone! It took Salesforce and the company they use for the implementation 30 days to get back to me (I have all of the emails to prove this). All I got was a sorry. It was opening day for my new company and I did even have phones because of this. All I wanted was my money back and now no one will answer my phone calls or emails. I have even reached out to legal, and they require something in writing (which I had done) and again nothing! I can't believe a company as big as this one won't try to settle this! I just want my money back, I have moved on to another provider.
Business Response
Date: 03/25/2024
Dear *****,
After reviewing your Account, I see your Contract was Terminated to Bad-Debt due to nonpayment of 3 invoices. You would need to resolved payment with our 3rd Party Collections - AMS Phone Number: ************, to regain access. I apologize that you lost service, but that was due to nonpayment. Your Account was Active 2/14/2022, and was Suspended 11/1/2022. Your Account was then Locked 11/25/2022.
Thank You!
Customer Answer
Date: 03/25/2024

Complaint: 21441560

I am rejecting this response because:

That is a lie! I was never able to log into the account. I have attached an email from *** stating they made a mistake and offered to close my account with refund. I was to open June 1st and the email is dated June 29th the first time I was contacted. My account was NOT closed due to "non-pay" it was due to negligence on your part.

Sincerely,

*************************

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Salesforce.com, Inc. is NOT a BBB Accredited Business.