Complaints

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

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• 

  Salesforce.com, Inc.

  The Landmark @ One Market Street Suite 300 San Francisco, CA 94105

• 

  Salesforce.com, Inc.

  New York, NY 10036

• 

  Salesforce.com, Inc.

  PO Box 191265 San Francisco, CA 94119-1265

• 

  Salesforce.Com

  16813 N 61st Way Scottsdale, AZ 85254-1398

• 

  Salesforce.Com

  16813 N 61st Way Scottsdale, AZ 85254-1398

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:10/24/2023

  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.

  We have Salesforce Account since 5 years, always paid in time, always in automatic payment. Our account is suddenly closed last week, Salesforce says that the payment is not done! No warning, nothing. I send them several emails asking to check what is going with the payment ($ *****) , but first to open our account because our business is getting hurt.

  Business Response

  Date: 11/01/2023

  Dear Firat, 

  After reviewing your Account, I see your Contract was Terminated to Bad-Debt, because we have not received payment for any invoices since March of last year. The last Invoice we received payment for was 21266240. We did not sent your Contract to 3rd Party Collections, so you can regain access by repurchasing licenses through our website. I do see your Account Status is now in Trial and not Locked, so you should be able to repurchase and regain access. I do apologize for any inconveniences and miscommunication. 

  Customer Answer

  Date: 11/01/2023

  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.

  JUST KNOW THAT: I didn't receive any single warning saying that my credit card in automatic payment didn't go through. If you show me any single warning email in 2023, I will accept your argument and apologize for the inconvenience I caused. 

  
  
  Sincerely,
  
  Firat Ertan

• Initial Complaint

  Date:10/06/2023

  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 was billed $840 to renew a service that I did not want renewed. I made numerous unsuccessful attempts to contact Salesforce and only received one response acknowledging that I had turned off renewal, but I was billed anyway. I filed a dispute with my credit card and around ************** informed me that the dispute was resolved, and the charge was dismissed. In September Salesforce sent me a late notice stating that I still owed $840. I forwarded everything I am sending to you to Salesforce and have not heard back from them, or been able to get in touch with *********************** again.

  Business Response

  Date: 10/18/2023

  Hello BBB and Customer, 

  I see a case was logged on the 10th of this month, 7 days ago, for cancellation of all licenses. I see the message, " Cancellation of all licenses currently on this contract is effective as of January 20, 2023". Your Contract will not be renewed and you should not receive notifications for payment. I apologize for any inconveniences. 

  Thank You!

• Initial Complaint

  Date:09/27/2023

  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 bought an annual subscription and paid up front in April 2023 - we had a former subscription that was still in place, so they gave us credit for months paid for on the prior subscription (which was 5 months). By August, our subscription was still having issues and we asked for either an extension to our subscription or a credit. They provided a $1,000 credit on our CC, but the following day they charged our CC the full subscription amount from April 2023. So now we have paid for our April 2023-2024 subscription in full two times!!!We have reached out multiple times to our sales rep and billing and they will not respond. The phone number doesn't allow you to talk to anyone, but says to email. **************** told me they don't have access to a phone and then stopped responding to me. This has been going on for 5 weeks and no one will respond to emails asking for backup or proof of why we were charged a second time for our subscription. **************** is terrible and will not communicate or assist.

  Business Response

  Date: 10/04/2023

  Dear ******, 

  I do firstly want to apologize that you were double charged. After reviewing your Account, I do see the full invoice amount was refunded to you. I have attached both of the Credit Card refunds that funded back to your card. I hope this provides clarification. 

   

  Thank You!

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20663120
  
  I am rejecting this response because: We are owed $9,076.89 NOT $7,170.06 that was issued to **.

  We were charged $7,170.06 in April because of credit memos issued by Salesforce for 5 months of a previous subscription unused totaling $1,906.83 (see attachment Credit Memo 2023 where *********************, our sales rep, says we will get a credit for $1,800+ as well as two credit memos from Salesforce ***** and *****).

  We were then issued another $1,000 credit memo in August 2023 because the software wasn't working. (See email from ********************* at Salesforce of a $1,000 credit being issued in attachment Credit Memo August 2023).

  I have emailed your customer service department numerous times as well as tried to call in, but your phones politely tell us you won't talk to anyone and that everyone has to email. That is the only correspondence you will do and then everyone goes silent on your end.

  We are now short a credit of $1,906.83
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/22/2023

  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 have asked Salesforce since 2022 to cancel my renewal. I can't get into the account to cancel. I can't get ahold of a physical person. The chat takes me to people who can't help. I have sent EMAIL after EMAIL and asked them to cancel and no one will get back to me. Now they are trying to charge for 2023 and I can't speak to anyone about it. The online system does not allow me to turn this off, they have to do it but they are not and they are not contacting me. I have sent several emails requesting my service to stop and they refuse to respond besides continually sending me invoices. I have brought the product into my 10 billion dollar employer and they made it a main product for our sales team. After I did that I asked to cancel the renewal and now they refuse to even respond. I need my renewal cancelled. And I need the invoicing to go away.

  Business Response

  Date: 10/04/2023

  Hello ****, 

  I do apologize you did not receive the replies that you desired. I see your Contract is set to end 12/15/2023. But all Cancellations should be handled by your Account Executive. I will reach out to them to further assist, as well as cc you on the message. I did ensure your Auto-renew was turned off. 

• Initial Complaint

  Date:09/19/2023

  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.

  My account with Salesforce was "closed" on Aug 21,2023, however I am still receiving emails from them. I attempted to use the "unsubscribe" link but it did not work; I received an error message so was unable to complete the unsubscribe process. I have attempted multiple times to have Salesforce remove my email address by emailing the same address that responded to my cancellation (account closure) but have received no response. The last three emails I have received from Salesforce don't even have an unsubscribe link in them as required by the FTC.Thank you for your assistance.

  Business Response

  Date: 10/04/2023

  Hello *****, 

  After reviewing your Account, I can confirm the cancellation of all licenses currently on contract ******** is effective as of August 21, 2023. I hope this provides clarification. 

   

  Thank You!

  Customer Answer

  Date: 10/06/2023

   
  Complaint: 20625886
  
  I am rejecting this response because: I am still receiving emails from Salesforce. My account *** have been closed, but I want the emails to stop. In addition, there is no working unsubscribe function on the emails as required by the FTC.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/19/2023

  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've repeatedly tried to get my account information corrected and have been ignored by my sales representative.

• Initial Complaint

  Date:08/14/2023

  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 asked Salesforce since June to cancel my renewal. They have not turned off my Auto Renewal and their renewal manager has not contacted me in almost TWO months. There online system does not allow me to turn this off, they have to do it but they are not and they are not contacting me. I have sent several emails requesting this Renewal to be stopped BEFORE the 30 days which is now tomorrow from the day I am filing this complaint.

  Business Response

  Date: 08/23/2023

  Dear ****, 

  Your Contract has been turned off of Auto-Renew. Your Contract ends 9/14/2023.You will not receive any additional invoices. 

   

  Thank You!

• Initial Complaint

  Date:07/20/2023

  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.

  Deceptive and unfair business practices. Stay away from Salesforce, whether you are a small business or an enterprise. Their policy of auto-renewal is very deceptive, unfair and quite frankly a huge scam. I never signed authorized my previous sales rep to enable auto-renewal on my account. We discussed it would be a one year contract. We stopped using our account after a month of signing up, mainly due to lack of support. It became apparent that all Salesforce cares about is locking businesses into long-term contracts to boost their revenue and stock price. Furthermore, you can ****** the Salesforce employee handbook on practices for Auto-Renewal. It involves automatically selecting the Auto-Renewal option without the permission of the business. Salesforce does not allow you to cancel the contract up until the renewal date is approaching. What kind of company does not allow you to cancel a subscription in advance? Salesforce. They give you a tiny window and a few emails about renewal, however I was completely unaware of this binding contract Salesforce tricked my into signing. We stopped using our Salesforce account after a month of signing up due to lack of support. 11 months later we are receiving an invoice for $2916.00.The "Renewal Manager" has been no help despite pleading our case. After being contacted by this so called Renewal Manager, it became apparent Salesforce has revolved their business structure around manipulating contracts with auto-renewal. Stay away, stay far away. All Salesforce cares about is sales, not your business or your company.

  Business Response

  Date: 07/21/2023

  Dear BBB,

  We have reviewed the customer issue and our representative has worked with the customer to modify their contract. This issue has been resolved.
  Thank you,
  Salesforce Customer Escalation

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 20351977
  
  I am rejecting this response because:

  Salesforce sent an email a few days ago saying that a cancellation request has been sent. Today I just received an email asking for a detailed 5-7 sentences on why we're making the ask to cancel mid-contract. Seriously? A detailed 5-7 sentence essay needs to be submitted to cancel a contract?

  I have already notified Salesforce that I would like to cancel because I stopped using their service 11 months ago due and the reasons why. On top of that, this cancellation request needs to go through another approval. How many hoops do I need to jump through to cancel my Salesforce contract?

  Sincerely,
  
  *********************

  Business Response

  Date: 08/01/2023

  Dear BBB, 

  Cancellation of all licenses currently on this contract is effective as of July 6, 2023.
  
  
  

  Customer Answer

  Date: 08/01/2023

  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:07/04/2023

  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.

  Hello, BBB. I found a search result (in a search engine) for salesforce.com as ***** (*****) *****, which is a senior neighbor that releases sensitive information to her visitors in the hallway, which can be heard that disturbs our enjoyment. She is under an agreement with her landlord. I found several thousand dollars through a credit bureau (Experian) and on paperwork mailed out to me from the county adjuster's office for ************ in **********, **.I was wondering if that's for her subscribers to find information on me easily, with her name along with my first name, possibly an information gatherer. I need contact information for CEO to check if she has TOS issues. I don't want any information about me on there without my permission as it affects my former employers, reputation, etc.Lastly, I don't know if my psychiatrist is involved, and rogue cops because they have older incident reports. They pulled up one, and used it for reimbursement. I wasn't insured by them.I'm a victim of identity theft.Thanks in advance to assist with an inquiry.Happy July 4th!Best regards,Ms. *****************

  Business Response

  Date: 07/11/2023

  Dear BBB, We are processing this case internally and will provide a response shortly.

• Initial Complaint

  Date:06/29/2023

  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 purchased a single license on Jan 15, 2023 for $150/month and prepaid the entire year. I had repeatedly requested basic demo and best practices on how to use the platform. I was met with "we cant help you" on several occasions and with many emails back and forth, the sales team stopped replying.I reached out roughly a month ago to request a refund since we havent used the platform and still couldnt get answers on best practices/workflow and the sales team ghosted me again.I reached out again today on 6/29/2023 to request changing my license to something more in line with what my company would use and also discussed purchasing more licenses at the different type. I was told that im facing difficulties because I only have 1 license and that I would have to wait until my contract expires to switch to another license and that no refunds would be given. I asked to speak with his supervisor and was met with an "okay" and an abrupt disconnect of our zoom meeting. So far no emails have been replied to since.I just sent a formal email to the billing department requesting to cancel my contract and stop all services immediately.I will be filing a civil suit if I cannot get a refund of roughly 6 months of unused service (I feel this is a fair compromise) $990 is what is technically being unused, ill accept $900.

  Business Response

  Date: 07/11/2023

  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

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20256792
  
  I am rejecting this response because: they are a liar. No one reached out to me to discuss. I plan to have my in house counsel file a civil lawsuit.

   

  Please note that Salesforce never reached out to me.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/18/2023

  Dear BBB, 

  Thank you for reaching out. Unfortunately, your early cancellation request to cancel was rejected. We cannot cancel mid-contract as this breaches the Master Service Agreement. As a gentle reminder, my account team does not make that final decision, but is the liaison between you and the team that does.
  
  We can turn off your auto-renewal, but this will take effect at the end of your current contract term: 1/14/24. I did turn that feature off. 

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20256792
  
  I am rejecting this response because:

   

  I have not received support as outlined in my contract. There will be civil litigation if this doesn't get resolved. You have not performed and upheld your end of the contract agreement.

  
  
  Sincerely,
  
  ***************************