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:06/12/2025

  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.

  Company: UserTesting, ***********: ************************************** Complaint Type: Billing/Account Access Date of Problem: Ongoing, escalated June 9, 2025 Location: ******, ** Your Complaint:I am filing this complaint against UserTesting due to the companys failure to resolve a serious account access issue involving my ****** information. I previously had a UserTesting account that was deleted, but the ****** account linked to it remains locked to that deleted profile.I created a new UserTesting account under a new email, but I am unable to link my ****** to receive payments because the original account still holds the connection. I have made multiple attempts to resolve this issue through standard support channels and escalated the matter directly to ********************************** on June 9, 2025 in Ticket #*******. I clearly informed them in that escalation that if the matter was not resolved promptly, I would be pursuing further actionincluding filing formal ************* of June 12, 2025, I have received no real response, no resolution, and no timeline. This is an unacceptable delay in resolving a basic account access and payment issue. They are effectively holding my financial access hostage while refusing to respond.I am requesting that UserTesting unlink my ****** account from the deleted account immediately so I may use it with my current, active account. I am also requesting a formal explanation for the delay and lack of communication.If this issue is not resolved within 7 business days, I will pursue additional action through the **** social media exposure, and legal consultation.Sincerely,LanaRae Bento

• Initial Complaint

  Date:05/23/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23371260
  
  I am rejecting this response because: I don't have any issues with them removing my account or terminating me from taking any tests in their website.

  But get where I'm coming from, I am only requesting for intellizoom to send back the money that was reversed by ****** on the 29th of March because it was sent to a wrong ****** that is not connected to my intellizoom account.

   

  Note: this money has been in their custody for almost 6 months but after sending it to a wrong ****** they decided to terminate my account for any reasons best known to them.

   

  I'm not asking them to pay me a money that was in their custody as of the time they terminated my account rather the amount reversed by ****** due to their mistake of sending it to a wrong ****** account.

  
  Sincerely,
  
  Excie Excellence

  by ****** to intellizoom after my account was terminated, I have tried reading through the Tester code of conduct, privacy policy, terms and conditions and agreement page of intellizoom to see if there is a place where it was said that if my account is terminated and a refund from ****** came in, it will be accepted by intellizoom and the Tester payment forfeited.And while reading the Tester code of conduct, privacy policy, terms and conditions and agreement I saw that I might have breached the company policy unknowingly due to the pressure caused by the delay of payment, financial strain and frustration of bills and debt I need to clear up.I'm not asking for anything else rather than those returned funds to be sent to the ****** connected to my intellizoom account *****************************Thanks Excie Excellence a contributor on intellizoom now usertesting.

  Business Response

  Date: 06/10/2025

  To ensure our customers receive quality feedback from our platform, we require all contributors to accept and abide by our Intellizoom Terms of Service. ********************************************************************************** This policy ensures fair treatment for all contributors as well as protects our customers and users. If we determine a contributor is in violation of the Terms, we reserve the right to remove their account.

• Initial Complaint

  Date:05/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello UserTesting Support Team,I hope youre doing well. I recently discovered that my UserTesting account (registered under [ ************************* has been suspended. I was surprised to receive this notification, as I have always made a point of carefully reading and adhering to the UserTesting ****************** and Code of Conduct.Below is a brief summary of my situation and why I believe my account has been wrongfully suspended:Commitment to Guidelines I have completed every test honestly and to the best of my ability, providing constructive feedback on each assignment.I have never shared test materials, screen recordings, or insider questions with anyone ******* Evidence of Misconduct I have not engaged in activity that could be construed as test sharing, using unauthorized tools, or manipulating test outcomes.All sessions were conducted on my personal equipment in a distraction-free environment, following the on-screen prompts verbatim.Previous Record During my time with UserTesting, I maintain a 4.8+ star average reviewer rating and have received positive comments from multiple clients on the clarity and usefulness of my feedback.I respect that UserTesting must uphold high quality and security standards for its clients and community of testers. If there was any specific interaction or test in which my behavior appeared to conflict with your policy, I would be grateful for the opportunity to learn more and to clarify any misunderstanding.Request:Please review my account activity and any flagged sessions in detail.If there is any additional information or documentation I can provide to help resolve this matter, please let me know.I kindly ask that my account be reinstated so I can continue contributing valuable feedback through your platform.Thank you for your time and attention to this appeal. I truly value the opportunities UserTesting provides and look forward to continuing as a trusted member of your tester community.Sincerely,

  Business Response

  Date: 05/27/2025

  To ensure our customers receive quality feedback from our platform, we require all contributors to accept and abide by our Intellizoom Terms of Service. ********************************************************************************** This policy ensures fair treatment for all contributors as well as protects our customers and users. If we determine a contributor is in violation of the Terms, we reserve the right to remove their account.

• Initial Complaint

  Date:11/06/2024

  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.

   
  Complaint: 22520361
  
  I am rejecting this response because: 

  I have always made a conscious effort to adhere to all guidelines and behave in accordance with the platform's rules.  I would appreciate it if you could provide me with specific details regarding the violation or behavior that led to the ban. I have reviewed the terms of service and have no clear understanding of where I may have gone wrong. If there has been a misunderstanding or an error in my account activity, I would like the opportunity to clarify and resolve the issue.  I feel I have been discriminated against as they can just deactivate whosever account they feel and claim they broke "tos".  It is important to note that I feel my account may have been disproportionately impacted compared to others who might have engaged in similar activities, and I kindly ask for a fair and thorough review of my case. As a valued member of the ********************** I would appreciate your support in addressing this matter and reinstating as the person reviewing my account could very well have discriminated against me due to the way I talk or my skin color.  I have completed over one thousand tests on this platform and never had any complaints about my account or behavior.
  

  Thank you for your time and attention to this request. I look forward to your response and am happy to provide any additional information needed to expedite the review process.
  

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

  Business Response

  Date: 11/18/2024

  To ensure our customers receive quality feedback from our platform, we require all contributors to accept and abide by our Intellizoom Terms of Service ********************************************. This policy ensures fair treatment for all contributors as well as protects our customers and users. If we determine a contributor is in violation of the Terms, we reserve the right to remove their account.

  Business Response

  Date: 11/20/2024

  After thoroughly reviewing this account, we found one or more violations of our terms. To maintain trust and fairness on our platform, the account will remain deactivated.

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22520361
  
  I am rejecting this response because:

  I have review the terms and conditions of the contract and found zero violations of the TOS.  This has a third party discrimination lawsuit written all over it.

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

• Initial Complaint

  Date:10/29/2024

  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 provide insights and my opinions to clients of this company, and this is the third time now that I complete a session, I received confirmation my session was uploaded, and once I return to the home page, it mentions the test is still in progress. I have now wasted my time giving my insights to customers who have already received my input and I have not gotten confirmation. When reaching out to the company, all I receive back are automatic generated responses that do not assist in resolving the issue that has now occurred three times now.

• Initial Complaint

  Date:10/07/2024

  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.

   
  Complaint: 22389462
  
  I am rejecting this response because: It is extremely disappointing and disheartening that UserTesting chose to proceed with such drastic action without taking into consideration and account the extenuating circumstances I was facing. The missed conversation occurred during a major hurricane that caused widespread outages in the area, and unfortunately the power went out as I tried to join the Live Conversation. Then, I attempted every effort to still try and attend the Live Conversation, and one of those was trying to join using a mobile hotspot, and also using a different device to see if I could just join through the hotspot there. I got on the Live Conversation and the moderator wasnt showing up, but I am not sure if that was because of my internet being spotty at that time due to the hurricane effects, or if the moderator simply didnt show up. 

   

  It is deeply concerning that, despite the natural disaster and disruption that it had caused at the time, UserTesting chose to remove me from their network without consideration for the human impact of such events. To be penalized for something completely beyond my control, especially during a time of crisis and losing both of my parents (which I even explained and they gave no regard, as if saying "we do not care", is not only unfair but shows a lack of empathy and understanding on UserTestings part. This action reflects horribly on their commitment to customer care and respect for basic human circumstances. I urge you to consider these facts as you review this case. I expect a swift resolution to this matter and appropriate steps taken to reinstate my standing, as the decision to remove me was both inconsiderate and just unjust to be quite *****. 

   

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

  mobile hotspot, and the moderator was not on the Zoom room.The fact that I got removed made me realize that UserTesting does not care what is going on your life. We are all humans, and even after explaining via email, showing evidence of the hurricanes impact and even showing video of my home being flooded, they didnt care and I felt the need to report because this is how you treat Contributors, how do you treat your employees? I have never cried as much as I did when this happened. I am staying with a friend now after the hurricane, and the fact that this happened with no way to get in touch with UserTesting to even explain further what happened. I know that I was also told to make sure that I dont attend Live Conversations that I wont be able to attend, but I could attend the last one - THE POWER OUTAGE AND FLOODING EVEN AFTER USING MY HOTSPOT CAUSED ME TO MISS THE LIVE CONVERSATION. WOW.

  Business Response

  Date: 10/14/2024

  Our platform relies on the timely attendance of contributors for scheduled Live Conversation sessions, as our customers dedicate specific time to meet with them. We clearly communicate our 24-hour cancellation policy in confirmation and reminder emails, as well as in our ************** documentation. Repeatedly missing sessions without providing the required 24-hour notice may result in removal from our Contributor Network.

  
  In this case, the individual missed six scheduled sessions and received notifications after each instance. Due to the repeated nature of these missed sessions, we made the decision to remove them from the network in accordance with our policy.
  

  
  

• Initial Complaint

  Date:06/25/2024

  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.

   
  Complaint: 21898550
  
  I am rejecting this response because:

  I - as I've told UserTesting THREE TIMES NOW - DID follow the instructions to update the browser extension PRIOR TO THIS TEST.

  I never did - and never have - come across the "Update" button their instructions claim I will while going through the procedure.

  (Leaving me with the impression my extension is already updated).

  I've also completed many tests since this failed upload, signaling this was an outlier.

  I've completed around 100 tests for UserTesting and I'm disgusted by the way I'm being treated.

  I supplied their client with valuable feedback during the 34 + minutes session and I expect to be compensated for my time.

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

  he email and BEFORE I started the test in question.I never saw, per their browser update instructions, any "Update" button. And I never have in the several times I've tried again, since then.

  Business Response

  Date: 06/28/2024

  A notification was placed on the contributor dashboard, along with educational resources, instructing contributors to update to the correct version of the UserTesting browser recorder. This update is crucial as it ensures that test sessions upload successfully and become available to our customers. Unfortunately, if a contributor does not take this action, the test session may not upload correctly, rendering it inaccessible to our customers. As a result, we are unable to provide payment for tests that do not reach our customers.

• Initial Complaint

  Date:06/19/2024

  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.

  They withheld around $30 from me because they stated I neglected to update my recording app, which was a lie. The client got my tests for free because they were still uploaded, and they're refusing to pay me for services rendered.

  Business Response

  Date: 06/28/2024

  A notification was placed on the contributor dashboard, along with educational resources, instructing contributors to update to the correct version of the UserTesting browser recorder. This update is crucial as it ensures that test sessions upload successfully and become available to our customers. Unfortunately, if a contributor does not take this action, the test session may not upload correctly, rendering it inaccessible to our customers. As a result, we are unable to provide payment for tests that do not reach our customers.

• Initial Complaint

  Date:06/14/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 21849605
  
  I am rejecting this response because:

  you have apparently been sending these bs you violated our terms of service emails to all the thousands of people you refuse to pay because you ran out of money.

  I am not going to let this drop. Im going to continue to humiliate IntelliZoom and UserTesting in any way I can until you pay me the money Im owed from that one hour interview.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 06/26/2024

  To ensure our customers receive quality feedback from our platform, we require all contributors to accept and abide by our Intellizoom Terms of Service ********************************************. This policy ensures fair treatment for all contributors as well as protects our customers and users. If we determine a contributor is in violation of the Terms, we reserve the right to remove their account. A reward is not warranted due to a breach in the Terms of Service.
  
  

• Initial Complaint

  Date:06/03/2024

  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've been a user since 2011 and have always received 5-star ratings. Suddenly in February '24, the tests stopped completely without explanation. I have had $35 pending since then so I cannot even close down my acct (they won't let you close acct if you have payment pending). No response to various emails. I see on forums this problem is quite common lately, and it's alarming how much this company is taking from people without any explanation whatsoever. My $35 payment is relatively small! Not sure what my next step would be to help people avoid this scam in 2024, but figured BBB was a good start. My username is *********.

  Business Response

  Date: 06/10/2024

  As of June 5, 2024, we have resolved the outstanding balance referred to in the complaint. We have filed a ticket with our Customer Support team for further investigation. We have responded to the contributor informing her the payment has been completed and that we are actively investigating her account to resolve the issue. We are committed to finding a resolution for her and ensuring she receives the service she is entitled to.