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:06/03/2024

  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.

• Initial Complaint

  Date:03/13/2024

  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 am writing to file a complaint against Intellizoom regarding their failure to reissue withheld payments for services I rendered.For the past few months, I have been unable to receive payments from Intellizoom into my PayPal account due to an issue on their end. While this issue has now been resolved with PayPal, and my account is in good standing ([confirmed with PayPal on March 1, 2024]), Intellizoom has not taken any initiative to reissue the nearly 200 payments that were withheld, which is around $1500 usd. Despite my repeated attempts to contact Intellizoom and request a reissue of the payments, I have received no response or resolution. They simply redirect me to contact PayPal, who, in turn, directs me back to Intellizoom. This creates a frustrating loop that prevents me from receiving the compensation I am owed.I kindly request the BBB's intervention in this matter. I urge Intellizoom to immediately reissue all the withheld payments for the services I provided. Thank you for your time and assistance in resolving this issue.

  Business Response

  Date: 03/19/2024

  Thank you for your patience while we looked into this. We sincerely apologize for all delayed payments. After further investigation, it appears the initial payments had failed - we can see the email address associated with the initial payments is different to the most recent email address youve provided so we believe this was the cause of payment failure. This is a good reminder to always check PayPal is connected and verified, and that your PayPal account is in good standing, can receive payments and has no holds. Please be reassured that all 198 outstanding payments have now been re-issued with success - we can see on our end that these payments completed this morning. Please check your PayPal account for payments completed on March 15th.

  Customer Answer

  Date: 03/19/2024

  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:02/09/2024

  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.

  To the Better Business Bureau,I am a user tester for **********************, a company that provides online user testing services. I have been working with them for a few months, and I have always been paid on time for my tests. However, when I accumulated $270 in my account, ********************** suddenly deactivated my account and denied me my earnings. They gave me no explanation or warning for their decision. They also did not answer my emails and phone calls, and did not address my appeals for reactivation and payment.I think that Usertesting has broken their own terms and conditions, as well as the consumer protection laws. They have cheated me and many other users of our deserved money. They have taken advantage of our work and dedication, and then thrown us away like garbage. They have behaved in a deceitful and dishonest way, and have shown no respect for their users or their clients.I ask the BBB to look into this matter and take proper action against Usertesting. I also ask the BBB to assist me in getting back my $270 that Usertesting owes me. I have evidence of my completed tests and payments, which I have attached below. I have not done anything wrong or unlawful. I have followed Usertesting's directions and standards, and I have given truthful and helpful feedback.I hope that the BBB will consider this complaint earnestly and help me solve this problem. I also hope that the BBB will alert other consumers about Usertesting's scam and stop them from being victimized by their fraudulent practices.Thank you for your time and consideration.Yours truly,******************

  Business Response

  Date: 02/13/2024

  To ensure our customers receive quality feedback from our platform, we require all contributors to accept and abide by our Contributor Terms and Conditions and Contributor Code of Conduct. These policies ensure fair treatment for all contributors as well as protect our customers and users. If we determine a contributor is in violation of the Terms, including the Code of Conduct, we reserve the right to remove their account. This contributor was warned multiple times that they were in violation of these policies. Our contributor code of conduct can be found here: ******************************************************************************************************.
  

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21269154
  
  I am rejecting this response because:
  To the Better Business Bureau and UserTesting, I am writing to respond to UserTestings claim that they deactivated my account and withheld my $270 earnings because I violated their Contributor Terms and Conditions and Contributor Code of Conduct. This claim is false and unfounded, and I have proof to back up my statement. First of all, UserTesting never contacted me or responded to my inquiries before or after deactivating my account. They never specified what violations I committed or how I breached their policies. They simply cut off my access and payment without any notice or explanation. This is a clear sign of their lack of transparency and accountability, and their disregard for their contributors rights and interests. Secondly, I have always followed UserTestings directions and standards, and I have delivered quality feedback to their customers. I have completed multiple tests with UserTesting, and I have received positive ratings and comments from the customers. I have never received any complaints or disputes from the customers or UserTesting. I have always been honest, respectful, and professional in my work. I have never cheated, lied, or plagiarized in any way. I have always respected UserTestings customers and users, and I have never harmed or offended them in any way. I have always respected UserTestings policies and rules, and I have never abused or misused their platform or services in any way. I have evidence of my completed tests and payments, as well as the customers ratings and comments and I have attached them below. I have been a loyal, reliable, and valuable contributor to UserTesting, and that I have earned my $270 fair and square. Therefore, I request that UserTesting reinstate my account and release my $270 earnings immediately. I also request that UserTesting apologize to me and compensate me for the inconvenience and distress they have caused me. I also request that the BBB investigate UserTestings practices and policies, and take appropriate action to protect the rights and interests of the contributors and the consumers. UserTestings actions are not only unjust and unethical, but also illegal and fraudulent. They have breached their own terms and conditions, as well as the consumer protection laws. They have exploited and betrayed their contributors, and they have damaged their reputation and credibility. They have shown no regard for their customers and users, and they have put their satisfaction and trust at risk. They have acted in a deceitful and dishonest way, and they have shown no remorse or responsibility. I hope that the BBB will consider this response seriously and help me resolve this issue. I also hope that the BBB will warn other contributors and consumers about UserTestings scam and prevent them from being victimized by their dishonest practices. Thank you for your time and attention.
  Sincerely,
  
  ******************

• Initial Complaint

  Date:02/07/2024

  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 been using usertesting.com under this email **************************** and I have completed several tests for various websites and apps. I have always followed their instructions and terms of service, and I have received positive feedback from the clients.However, on January 26th, 2024, I received an email from them saying that my account was suspended and all my funds were voided due to suspicious activity. They accused me of using multiple accounts to cheat the system. This is a complete lie and a scam. I have never done anything like that and I have proof of my identity and earnings.I tried to contact their customer support and appeal their decision, but they ignored me and refused to give me any explanation or evidence. They basically robbed me of $300 that I had worked hard for and wasted my many hours of testing. They are a dishonest and unethical company that does not care about their users or their clients.

  Business Response

  Date: 02/13/2024

  To ensure our customers receive quality feedback from our platform, we require all contributors to accept and abide by our Contributor Terms and Conditions and Contributor Code of Conduct. These policies ensure fair treatment for all contributors as well as protect our customers and users. If we determine a contributor is in violation of the Terms, including the Code of Conduct, we reserve the right to remove their account. This contributor was warned multiple times that they were in violation of these policies. Our contributor code of conduct can be found here: ******************************************************************************************************.

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21260542
  
  I am rejecting this response because: UserTesting was only acting as an intermediary for the money I was paid by the customers. As far as the customers know, I received their payment for the tests I did, which were worth $300. The customers were satisfied with my work and technically paid me that money, but UserTesting as a business decided to withhold it from me. This is equivalent to scamming me and I find it unacceptable.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/22/2023

  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.

  The Usertesting company Intellizoon offers users payment in exchange for website and product reviews. The reviews can take up to 30 minutes, and payment is usually $8. When it comes time to 'review' participant submissions, Intellizoom routinely rejects submissions without any specific explanation. After 20 rejections without any specific explanation, I'm assuming this is a scam.

  Business Response

  Date: 09/11/2023

  To ensure our customers receive quality feedback, we do reserve the right to reject participant sessions if they do not meet our quality standards. We do communicate to participants if their study session isn't approved. 

  Here is what we communicate if a study session is rejected: 

  We're sorry to inform you that your study wasn't approved. We suggest checking over the following common reasons for being rejected for an IntelliZoom Panel study:

  -Multi-monitor display
  -Poor audio, poor video quality or poor lighting
  -Profile/screener mismatch (your demographics are not in line with the screener)
  -Skipped tasks/too short
  -Wrong device type

  If you have any other questions please let us know and we'll be happy to look into it further for you.

  *Please note that this consumer's sessions were rejected due to one or more of the above listed reasons.

• Initial Complaint

  Date:12/19/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,My account (username: KyaProducer2164) has been deactivated for a "violation of the terms of service". I had received a 1-star rating for my first test and therefore had been deactivated. They just said "not a good fit" and gave me the generic answer. I am extremely outraged about this, after several attempts to reply to that email let me with no response. My microphone was clearly not working during that time BUT it was working before the test and I passed the microphone check. Clearly your extension was not working, and I request for my account to be re-activated. Please, this is a good source of income for my family and I will fix my microphone and double check. I apologize for the inconvenience.Sincerely, *****