Complaints

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

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  SurveyMonkey

  910 Park Pl Suite 300 San Mateo, CA 94403

  
• 

  SurveyMonkey

  1 Curiosity Way San Mateo, CA 94403-2396

  

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:04/20/2023

  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 enrolled in a SurveyMonkey subscription on behalf of a client one year ago. When I had completed the contracted survey work for that client, I turned the SurveyMonkey account over to that client. The client then changed the password, and email address but not the billing credit card information. I recently received a subscription renewal bill via email for hundreds of dollars. I attempted to log in to that account to request the renewal cancellation and a refund of the renewal fee but could not log in for the reasons described above. After some slow communication via email, I was promised a refund. That never happened. And I still have not been assured that the account has been canceled. I have used SurveyMonkey's service a number of times over the years for various client projects. I will not use them ever again. I would also actively discourage any colleagues/clients from using them in the future. Completely infuriating.

  

  Business Response

  Date: 04/24/2023

  Were sorry to hear about this customer's experience. 
  
  Subscription options, features, and conditions are included for customers to view and agree to on the sign-up checkout page when processing the payment for an account upgrade, and listed within our Terms of Use. SurveyMonkey is a self-serve tool, and as such we expect our customers to carefully read and consider the terms and conditions they are agreeing to before signing up for an account and/or providing their credit card information.  
  
  Because SurveyMonkey is a self-service platform, we leave account management up to our customers, including subscription management. With our plans, we provide a service for a set price, and this begins upon upgrade or renewal; once this has occurred, the account is committed for the full billing period. This is included in the agreement we make with our customers about what they can expect of us. Fees are non-refundable per our Terms of Use: *******************************************************************;
  
  Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state that the fees paid by the customer are non-refundable. We can also cancel this setting on a customers behalf when contacted directly through our support channel: ***************************************************;
  
  Our support team was able to locate the support case and we are happy to say that we are currently working with the customer via our support channel. We encourage the customer to continue communication with support should they have any additional follow-up questions about this.

• Initial Complaint

  Date:04/14/2023

  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 signed up for a personal account initially so I can use the survey for a school project. I was ************-renewal on 4/14/23. I attempted to go through the 'help' 'contact us' on the website which brings you to an auto-bot. Needless to say, there is no way to get ahold of this company and the autobot's auto reply and they don't recognize refunds and my account is active until ****. I haven't used this service and want a refund. There is no reminder or bill sent out prior to the payment going through. Customer's should not have to jump through hoops to cancel an account that isn't being used and no bills being sent until after you are charged.

  

  Business Response

  Date: 04/21/2023

  Were sorry to hear about this customer's experience. 

  Subscription options, features, and conditions are included for customers to view and agree to on the sign-up checkout page when processing the payment for an account upgrade, and listed within our Terms of Use. SurveyMonkey is a self-serve tool, and as such we expect our customers to carefully read and consider the terms and conditions they are agreeing to before signing up for an account and/or providing their credit card information.  
  
  Because SurveyMonkey is a self-service platform, we leave account management up to our customers, including subscription management. With our plans, we provide a service for a set price, and this begins upon upgrade or renewal; once this has occurred, the account is committed for the full billing period. This is included in the agreement we make with our customers about what they can expect of us. Fees are non-refundable per our Terms of Use: *******************************************************************;
  
  Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state that the fees paid by the customer are non-refundable. We can also cancel this setting on a customers behalf when contacted directly through our support channel: ***************************************************;
  
  Our support team was not able to locate a case request from the customer. We encourage the customer to get in contact with our support team via our support channel so that they can follow up and further assist. They can contact them via the following link: **********************************************
  

  
  

  Customer Answer

  Date: 04/23/2023

   
  Complaint: 19938448
  
  I am rejecting this response because: This is not a service being used. There should be record of login and user history. I am not going to pay for a service that is not used. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 04/24/2023

  Again, were sorry to hear about this customer's experience. 
  
  As with many other online subscription services, we continue to provide access to our professional services until we receive a cancellation request, either from within the account when the customer disables the auto-renewal or when they contact support. It is not SurveyMonkeys responsibility to monitor how much customers use the subscription paid for. Similar to many other auto-renew subscription services such as ******** it is at the users discretion how much or how little they use the service. 
  
  Our support team was still not able to locate a case or support request from the customer. So that we can further assist with this customer inquiry, we encourage them to get in contact with our support team via our support channel. Again, the customer can contact the support team via the following link: **********************************************
  
  

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19938448
  
  I am rejecting this response because: this is not a service I use. The response would be accepted if this were in the middle of an agreement. This request was made as soon as the charge was made for an auto renewal. I paid for the subscription and used your service during that time period. I no longer use this service and have not. I do not authorize being charged for services that are not being used. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/11/2023

  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.

  Survey Monkey has blocked ****** to my survey data for nearly a month, despite being completely paid. This occurred because I lost ****** to the email address used in registration. They have refused to accept any new email address and refused to ever grant ****** to my data at any point in the future under any condition. They have further refused to refund funds that could not be used due to this incompetence. I provided by ID, credit card information, and more to verify my identity as Survey Monkey requested. They then changed their policy to state that I would never be grant ****** to the data I paid them for. These data include protected health information. I am a health care provider with both state and federal mandates to protect this data. I believe what SurveyMonkey is doing endangers my research participants, because I will be unable to delete identifiers as promised to the participants. I expect to also report SurveyMonkey to law enforcement and federal agencies until they release participants' data, including so I can follow state and federal laws to protect them.

  

  Business Response

  Date: 04/17/2023

  We are sorry to hear about this customer's experience. 

  At **********************, we take data privacy and security very seriously, and who we consider the account owner is ultimately determined by the company and organizations domain name. In order to update this, the new email does need to match the current domain associated with the account. We must always ensure that we have the same domain, not only to verify account details before were able to make account changes or share account information, but also to ensure that the data collected remains within the same organizations' domain.
  
  Our support team was able to locate the support case and we are happy to say that we are currently working with the customer to help them gain access to their account. We encourage the customer to continue communication with support should they have any additional follow-up questions about this.

  Customer Answer

  Date: 04/18/2023

  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.

   

  Please note that the company claims to have a policy regarding the domain name of the emails available. It does not. My attorney and I reviewed the website and found no such posted policy. I appreciate the company allowing me to fulfill my obligations to my research participants, but also suggest this unpublished policy probably requires revision for such a common SAAS problem. 

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

• Initial Complaint

  Date:04/07/2023

  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 was charged $495 for an annual subscription on Survey Monkey service in January. I discovered the charge in quarterly reports and this is almost $100 more than previous years. I have not used this subscription in OVER a year and they refuse to refund. I am simply asking them to refund the amount for the remainder of the 2023 year based on this increase and the UNUSED service. They refuse to even speak with me on the phone for discussion.

  

  Business Response

  Date: 04/14/2023

  Were sorry to hear about this customer's experience. 
  
  
  Subscription options, features, and conditions are included for customers to view and agree to on the sign-up checkout page when processing the payment for an account upgrade, and listed within our Terms of Use. SurveyMonkey is a self-serve tool, and as such we expect our customers to carefully read and consider the terms and conditions they are agreeing to before signing up for an account and/or providing their credit card information.  
  
  
  
  
  Because SurveyMonkey is a self service platform we leave account management up to our customers, including subscription management. With our plans, we provide a service for a set price, and this begins upon upgrade or renewal; once this has occurred, the account is committed for the full billing period. This is included in the agreement we make with our customers about what they can expect of us. . Fees are non-refundable per our Terms of Use: *******************************************************************;
  
  
  In our agreed terms we state You agree to pay to Momentive any fees for each Service you purchase or use (including any overage fees), in accordance with the pricing and payment terms presented to you for that Service at the time of your purchase and such fees may be updated from time to time in accordance with Section 1.4 below.  Notice is sent in the forms of ToU updates to the email address on file for the account. 
  
  
  Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use states that the fees paid by the customer are non-refundable. We can also cancel this setting on a customers behalf when contacted directly through our support channel: ***************************************************;
  
  
  This customers case has been reviewed by our team. Though we understand that refunds have been requested, we are entirely prohibited from refunding these charges, so no exceptions will be made to our no-refund policy.
  
  

• Initial Complaint

  Date:04/02/2023

  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 was searching around the Survey Monkey site. It said that they had plans for better surveys and data, while I was on my mobile device. It had me put in a credit card in order to see the available plans. I did not choose a plan or authorize any payments. Then after clicking out, I realized it upgraded my account. The site upgraded my account without my knowledge. I downgraded the plan myself but, was still charged $99 dollars. I reached out to the company, and it took them days to reach back out to me after daily emails just to say that they don't offer refunds and claimed I used the features that I had no idea were upgrades at the time. I do not use this site. I created a free survey and was looking at what they offered to potentially tell my school about using it. After this, that is out of the question.I disputed the charge on my credit card account and want a full refund. They have no number for my cc company to call nor have they reached back out to me after my emails back to them. I did not authorize the payment and I did not intentionally use any upgraded features. I didn't know I was upgraded and it told me I wouldn't be charged. As soon as I realized I stopped using the account fully right away and emailed customer service through the online bot. There is no phone number for this company. I want a refund of $99 and no further contact from this company. I am a college student. I would have never agreed to a $99 charge for a personal survey.

  

  Business Response

  Date: 04/11/2023

  Were sorry to hear that the pricing page was confusing to the customer. Subscription options and conditions are included for customers to view and agree to on the sign-up checkout page when processing the payment for an account upgrade, and listed within our Terms of Use: ********************************************************************;
  

  As to which plan the customer signed up to, they did  sign up for a monthly plan. We offer one plan level on a monthly billing cycle and that is our Standard Monthly plan. We do not offer prorated refunds for time unused on any plan including our annual plans.
  
  
  To add some clarity, pricing is shown on screens before where you enter your credit card information. The purchase process outlines terms and includes the following statement below the [Confirm] button: You will be billed $XXX when you click Confirm. Your subscription will automatically renew and you'll be billed $XXX each year until you cancel it. By clicking Confirm, you agree to our Terms of Use and Privacy Policy. There, in our Terms of Use, it clearly states that fees are non-refundable(**************************************************************). We welcome customers to reach out to our support team if they have any questions about pricing and billing cycles prior to making a purchase. 
  Because we are a self-serve platform, we rely on account owners to read the Terms of Use and final price when agreeing to them. Fees are non-refundable per our Terms of Use: *************************************************************.
  
  
  This customers case has been reviewed by our Management team. Although we understand that a refund has been requested, we are entirely prohibited from refunding this charge, so no exceptions will be made.
  
  

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19886766
  
  I am rejecting this response because: This does not reflect on your mobile site. I did not use your site and I was upgraded without my permission. It is not like I have submitted a claim before and have been a customer for a while. I am a 25 year old student that was looking for plans for her school. I conducted a free survey that I sent to 20 people but only needed the total of 10 which is in your free plan. I contacted your customer support as soon as I realized that i had all of a sudden updated account. I was not reached back out to for another 7 days, because you have no phone line. I am a student whom is about to graduate, there is no reason that I would have purchased a $99 plan for no reason. This was due to bad website navigation and lack of customer service. I did not purchase this plan and i believe i deserve a full refund for this. What you are claiming above is not the experience I had and I am upset, angry and feel scammed. I do not have $99 as a college student to spend on survey's that i don't conduct, especially monthly, there would be no reason for me to get this subscription. I deserve a full refund. I did not use or authorize this upgrade. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/17/2023

  Again, we are sorry to hear about this customer's experience. 

  We do operate with full transparency and it is explicitly stated on the upgrade page You will be billed $XXXX when you click Confirm. You will be billed on the same day each year. By clicking Confirm, you agree to our Terms of Use and Privacy Policy.

  The feedback provided by the customer has been received by our team, and we do want to confirm that SurveyMonkey is a self-serve tool. We expect our customers to carefully read and consider the terms and conditions they are agreeing to before providing their credit card information and making an upgrade to the account. 

  This customers case has been reviewed by our management team. Again, we understand that refunds have been requested, we are entirely prohibited from refunding these charges, so no exceptions will be made to our no-refund policy.
  
  Our policies were put in place to ensure the fair use of our services. While we always try to prioritize our customers and make sure we provide the best experience possible, we also want to make sure we abide by our Terms & Conditions and to provide equitable and fair treatment to all customers.

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19886766
  
  I am rejecting this response because: I do not believe the company was transparent and that they do owe me the $99. That being said, I have input a dispute with my bank with will request a resolution through them. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/31/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Survey Monkey Subscription on March 31. I meant to order a one month subscription and inadvertently ordered a year. At the time of my order, I was not presented any refund policy nor was I warned that I could not correct a mistake after the fact. I noticed my mistake within minutes when I realized how much I was charged, and immediately reached out to customer service to explain request that my subscription be changed from one year, to one month, and that the difference in price be refunded back to my original payment method. We are a small, non-profit organization, not asking much here. I have been adamantly told that there is not was my request will be granted, and basically told tough luck. Albeit, I should have researched a bit more, and rest assured I will not ever use Survey Monkey again, or promote them ever, but I believe what I am asking seems reasonable. This is the worst customer service I have experienced in a long time. Also, I can't even call to speak to a person....unless I upgrade my subscription. So I have to pay MORE to speak to a person?! Unbelievable. Apparently $1000 doesn't buy you a customer service phone number!

  

  Business Response

  Date: 04/06/2023

  Were sorry to hear about this customers experience.
  
  Subscription options and conditions are included for customers to view and agree to on the sign-up checkout page when processing the payment for an account upgrade, and listed within our Terms of Use. SurveyMonkey is a self-serve tool, and as such we expect our customers to carefully read and consider the terms and conditions they are agreeing to before providing their credit card information. 
  
  We do offer both Annual and Monthly plans to best cater for long and short term use. When it comes to pricing, we break down the cost of the Team plans on the plans and pricing page to better help you understand how much that means month-to-month, but the Team plans are only available on an annual (yearly) billing cycle, meaning that customers are paying for a full year of service up front. These plans also require a minimum of 3 users to start. 

  With our annual plan, we provide a full year of service for a set price, and this year begins upon upgrade or renewal; once this has occurred, the account is committed for the full billing period. This is included in the agreement we make with our customers about what they can expect of us. Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state that the fees paid by the customer are non-refundable. We can also cancel this setting on a customers behalf when contacted directly through our support channel: ***************************************************;
  
  This customers case has been sent over to management and is currently under review. We encourage the customer to continue communication with support should they have any additional follow-up questions about this.

  Customer Answer

  Date: 04/07/2023

   
  Complaint: 19881434
  
  I am rejecting this response because:

   

  I've been told by Survey Monkey **************** that my plan may be able to be changed from the year to a month-to-month plan, as requested, as a courtesy exception of Survey Monkey.  I would like to see what the final response is now that I know that it can in fact be done despite what I've been told up to this point.  It's unfortunate that this wasn't the response when I first reached out.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/12/2023

  Our support team was able to find a resolution for this customer and has shared that update with them directly.
  
  To add some clarity, with our annual plan, we provide a full year of service for a set price, and this year begins upon upgrade or renewal; once this has occurred, the account is committed for the full billing period. This is included in the agreement we make with our customers about what they can expect of us. Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state that the fees paid by the customer are non-refundable, however after review by our management team we were able to offer an exception here.
  

  This customers case has been reviewed by our management team, and we look forward to working with them directly should they have any further questions.
  
  

  
  

  Customer Answer

  Date: 04/13/2023

  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:03/29/2023

  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 tried without success to contact someone to cancel my subscription and nobody acknowledges or responds to my request. I'm now forced to cancel my credit card. This is absolutely unacceptable customer service. The process to cancel is so difficult that it appears it's survey monkey's way of making money.

  

  Business Response

  Date: 03/31/2023

  Were sorry to hear that the auto-renewal setting came as a surprise to this customer.
  
  The purchase process outlines terms for an ongoing membership, and includes the following statement below the [Confirm] button: You will be billed $XX when you click CONFIRM. Your subscription will automatically renew and you'll be billed $XX each year until you cancel it. By clicking CONFIRM, you agree to our Terms of Use and Privacy Policy: **************************************************************.
  
  The feedback about auto-renewal has been received by our team, and we do want to confirm that all paid SurveyMonkey accounts do have this feature enabled within their account. 
  
  Once a subscription is created, customers retain control over the auto-renewal setting within their accounts, and auto-renewal can be disabled by the account holder at any time during a billing cycle. Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state that the fees paid by the customer are non-refundable. We can also cancel this setting on a customers behalf when they contact us directly through our support channel: ***************************************************;
  
  Our support team was not able to locate a case request from the customer. We encourage the customer to get in contact with our support team and support channel so that they can follow up and further assist. They can contact them via the following link: ***************************************************;
  
  

• Initial Complaint

  Date:03/28/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July 2022 I was terminated from my prior employer. I had used my personal credit card to subscribe to SurveyMonkey, and had been a regular user for about 10 years. I simply forgot to cancel the subscription when I was terminated. In March 2023, an annual subscription was renewed on my dormant ***************** and I have been trying to resolve. The email account, and verification, for the SurveyMonkey subscription was under my prior work email, which is no longer valid and I no longer have access to.SurveyMonkey has no phone or email support unless paid for, which was not included in my prior subscriptions for my company. I have submitted, through their Chatbot, four requests for help since early March. Twice, a representative has emailed me for more information, which I provided, but no support after that information was sent (rep ** was ******* on 3/15, rep ** was Dexie R on 3/22). I cannot cancel this dormant **************** until this is settled, and will need to renew again unless this can be addressed in the next 6 days. I have no other avenue to reach out (except blasting on social media) so thank you for any assistance.I was a loyal user and an evangelist for their company, but have soured substantially due to the lack of access for support on this issue,

  

  Business Response

  Date: 03/29/2023

  Were sorry to hear that the auto-renewal setting came as a surprise to this customer.
  
  The purchase process outlines terms for an ongoing membership, and includes the following statement below the [Confirm] button: You will be billed $XX when you click CONFIRM. Your subscription will automatically renew and you'll be billed $XX each year until you cancel it. By clicking CONFIRM, you agree to our Terms of Use and Privacy Policy: **************************************************************.
  
  The feedback about auto-renewal has been received by our team, and we do want to confirm that all paid SurveyMonkey accounts do have this feature enabled within their account. 
  
  Once a subscription is created, customers retain control over the auto-renewal setting within their accounts, and auto-renewal can be disabled by the account holder at any time during a billing cycle. Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state that the fees paid by the customer are non-refundable. We can also cancel this setting on a customers behalf if they cannot log in to their account when contacted directly through our support channel before the renewal date: ***************************************************;
  
  This customers case has been sent over to management and is currently under review. We encourage the customer to continue communication with support should they have any additional follow-up questions about this.

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19862078
   I am rejecting this response because:

  I have tried to contact customer service multiple times to cancel subscription. Their 'bot' required confirmation through email which I could not confirm. I contonue to contact SurveyMonkey independently to help come to a resolution.

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

  

  Business Response

  Date: 04/03/2023

  We are again sorry to hear about this customer's experience. 
  
  The feedback about auto-renewal and our contact us support chatbot has been received by our team. Feedback from customers continues to inform our product and policy decisions, and powerful customer quotes can be instrumental in these conversations.

  This customers case has been reviewed by our management team and we are happy to hear that an exception was made for the customer. We encourage the customer to continue communication with support should they have any additional follow-up questions about this. 
  

  
  

  Customer Answer

  Date: 04/04/2023

  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:03/27/2023

  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 bought a year of this product in Feb of 2022. I did not find it helpful and had no intention of extending my subscription. Without my knowledge or permission, they auto renewed my account on 24 Feb 23. I requested a refund for the remaining part of the year (nearly 11 1/2 months). Attached is their email reply:This is completely unacceptable as I did not give them permission to auto renew. I would like my money back for this year as I had no intention of using their service this year. Thank you.

  

  Business Response

  Date: 03/29/2023

  Were sorry to hear that the auto-renewal setting came as a surprise to this customer.
  
  The purchase process outlines terms for an ongoing membership, and includes the following statement below the [Confirm] button: You will be billed $XX when you click CONFIRM. Your subscription will automatically renew and you'll be billed $XX each year until you cancel it. By clicking CONFIRM, you agree to our Terms of Use and Privacy Policy: **************************************************************.
  
  The feedback about auto-renewal has been received by our team, and we do want to confirm that all paid SurveyMonkey accounts do have this feature enabled within their account. 
  
  Once a subscription is created, customers retain control over the auto-renewal setting within their accounts, and auto-renewal can be disabled by the account holder at any time during a billing cycle. Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state that the fees paid by the customer are non-refundable. We can also cancel this setting on a customers behalf when contacted directly through our support channel: ***************************************************;
  
  This customers case has been reviewed by our team. Though we understand that refunds have been requested, we are entirely prohibited from refunding these charges, so no exceptions will be made to our no-refund policy.
  
  

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19856861
  
  Thank you for your response.  I am rejecting this response because:

  I can neither confirm nor deny that the sign up had the warning SurveyMonkey proposes because I initially purchased the capability more than one year ago and no reasonable person can be expected to remember something that vacuous for so long.

  I can however contend that their business practice is a very bad one and certainly should not be endorsed by the BBB.  In fact, I believe it should receive a reprimand for three main reasons:

  First, Survey Monkey should provide the customer a choice of an auto update upon initial sign up.  Making it mandatory makes it clear the business hopes the customer forgets this feature and is charged at least one additional time before realizing they have been auto updated.

  Secondly, before charging my credit card I should have received a E-mail advising me that my card will soon be charged for an additional year.  It would be a simple auto feature and it is done by most businesses already.  SurveyMonkey failed to do this, again, because I believe they intend to scam their customers of at least one more year of subscription.

  Finally, there is absolutely no reason they could not refund their customers the remaining time of their subscription if requested.  Their policy states they will not do that.  The BBB must agree with me that this is a very poor business practice and should be called out to change that policy.

  For these major reasons I respectfully request you proceed with your complain protocol.  ************ must be punished for this premeditated procedure designed to scam their customers of additional moneys.
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 03/31/2023

  We are again sorry to hear about the customer experience. 

  The feedback about auto-renewal and email communications has been received by our team. We do expect our customers to carefully read and consider the terms and conditions they are agreeing to before providing their credit card information when signing up for a subscription plan. 

  Again, once a subscription is created, customers do retain control over the auto-renewal setting within their accounts, and auto-renewal can be disabled by the account holder at any time during a billing cycle. Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state that the fees paid by the customer are non-refundable. We can also cancel this setting on a customers behalf when contacted directly through our support channel: ***************************************************;

  Again, this customers case has been reviewed by our team. Though we understand that refunds have been requested, we are entirely prohibited from refunding these charges, so no exceptions will be made to our no-refund policy.
  

  
  

  Customer Answer

  Date: 04/02/2023

   
  Complaint: 19856861
  
  I am rejecting this response because:  I do not accept their response.  They have added nothing from their previous reply and are merely stiff-arming my complaint.

  I have no power to adjust their behavior.  The BBB does.  It will be extremely disapproving if you are not willing to do so.

  Your vision is to have an ethical marketplace where buyers and sellers trust each other.

  You do this by:
  -Setting standards for marketplace trust
  -Encouraging and supporting best practices by engaging with and educating consumers and businesses
  -Celebrating marketplace role models
  -Calling out and addressing substandard marketplace behavior
  -Creating a community of trustworthy businesses and charities

  One of your accreditation standards is to be transparent
  
  They should Clearly and prominently provide to customers (among others):
  
  the business' return/refund policy
  any recurring commitment into which the customer may be entering, including automatic renewals, payments or other financial commitments.
  

  They did not.

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

• Initial Complaint

  Date:03/18/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/29 of last year, I received an email about updated pricing on my account with Survey Monkey (which has now changed names), because of this email, I was reminded that I wanted to cancel that account, as I had used it for a previous job that I am no longer with. Later, on 2/1 I logged into the account through that email which had "Cancel Subscription" at the bottom, having confirmed over the two month period that the services they provided wouldn't be applicable to my new job, and sent a request to permanently delete the account. The email I received back stated that I would "no longer be able to log in or view the content of this account." On 2/15 I received another email stating that I had been charged $497.72 for the account. I reached out to customer support, figuring this must have been an error (mistakes happen) and was informed that although you can permanently delete an account, they will still charge you for it. Customer support told me to log into the account and turn off the auto-renewal that comes standard on everyone's payment settings (didn't know that) and that there was nothing they could do about a full or partial refund. But because they allowed the account to be deleted (and no where did it say during the deletion process that I would still be charged) I can no longer long into that account to turn off the auto-renewal, so these charges will keep happening. No where in my budget does it allow for me to needlessly spend nearly $500 on a company that uses deceptive practices.

  

  Business Response

  Date: 03/22/2023

  Were sorry to hear that the auto-renewal setting came as a surprise to this customer.
  
  The purchase process outlines terms for an ongoing membership, and includes the following statement below the [Confirm] button: You will be billed $XX when you click CONFIRM. Your subscription will automatically renew and you'll be billed $XX each year until you cancel it. By clicking CONFIRM, you agree to our Terms of Use and Privacy Policy: **************************************************************.
  
  The feedback about auto-renewal reminder emails has been received by our team, and we do want to confirm that all paid SurveyMonkey accounts do have this feature enabled within their account. 
  
  Once a subscription is created, customers retain control over the auto-renewal setting within their accounts, and auto-renewal can be disabled by the account holder at any time during a billing cycle. Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state that the fees paid by the customer are non-refundable. We can also cancel this setting on a customers behalf when contacted directly through our support channel: ***************************************************;
  
  This customers case has been located by our support team. We encourage the customer to continue communication with support should they have any additional follow-up questions about this. 
  
  

  Customer Answer

  Date: 03/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that they apparently won't be returning the money they stole when they charged me for an account they deleted before the billing cycle. So no, this isn't satisfying, but since no one cares, there doesn't seem like anything left to do.
  
  Sincerely,
  
  ***********************