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

  
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  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:03/17/2023

  Type:Sales and Advertising 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 need to cancel my subscription to survey monkey and I cannot get logged in because I forgot my passwords and the code is not going to my email. There is no working phone number to talk to someone and the email responses are auto generated and not helpful.

  

  Business Response

  Date: 03/21/2023

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

  Customer Answer

  Date: 03/21/2023

  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,
  
  Spring Bruins

• Initial Complaint

  Date:03/10/2023

  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 the flex monthly plan for survey monkey with the intent on exporting the results. From the time I signed up to exporting, Ive had nothing but struggles- Ive reset my browser, cleared cache, restarted my computer, tried a different browser- nothing has worked to export the results. I sent a help ticket and they havent provided any solutions. I would like a refund as the service is not of value to me since it doesnt work. The registered email is ***********************

  

  Business Response

  Date: 03/17/2023

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

  At the time we were experiencing some issues with the site regarding exporting responses, and from what the customer is saying it sounds like what they encountered was related. Our team has now gotten everything  back up to speed, and things are back to normal. We apologize for any inconveniences that this disruption may have caused at the time. 

  Since a chargeback dispute has been filed by the customers with their card issuer, we are prohibited to take any action on the account. We suggest the customer follow up with their card issuer and bank directly for further details as well. When a dispute is filed with the card issuer/bank, they handle the entire process and would determine if it qualifies for their dispute criteria and reimbursement. Any reimbursement would come from the bank, not in the form of a refund from SurveyMonkey.
  

  
  

• Initial Complaint

  Date:03/01/2023

  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.

  SurveyMonkey's "free" product is extremely deceptive. After you create the free survey, you find out that you can only access the first 10 results. To get the rest, you have to get a paid subscription and then it rolls into an automatic renewal. I chose the least expensive monthly plan so I could see the results of my survey and enrolled on January 30, 2023. Then I made a second survey. I tried to turn off auto-renewal a few days ago but could not figure out how to do that, so my plan was to delete my account on the last day. Today, February 28, 2023, I was charged $105.19 for the renewal which I was not expecting because 30 days from January 30 should have been March 1, not February 28. Within hours of the charge, I looked up on ****** how to turn off auto-renewal and then emailed Customer Support to ask for a full refund. I received a response from ***** who refused to provide a refund. I have asked three times for ***** to escalate my request for a refund to someone higher up the chain but that request has been ignored. three times ***** even said, "At your request, I have canceled auto-renew on your plan", but I had already canceled the auto-renewal myself. I never asked her to cancel auto-renew, I asked her to escalate my request for a refund and I repeated my request to escalate the issue. Then she wrote, "We're a self-serve platform so we leave account management and billing up to our customers as the account owners. " Well that's clearly not true because she had just told me that she canceled my auto-renew which I never asked her to do. This is all just deceptive practices to hold onto the money that they charged for their "free" account. I asked for a refund within hours of the renewal charge and I feel it's deceptive to be charged in under 30 days for a service that I have not yet used, do not plan to use and asked not to use. I would like a full refund.

  

  Business Response

  Date: 03/07/2023

  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-renew 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 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 located and is currently being reviewed by our management team. We encourage the customer to continue communication with support should they have any additional follow up questions about this.

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19517348
  
  I am rejecting this response because: In direct emails, Momentive.ai (the company that owns SurveyMonkey) first told me that a refund was not possible because of the renewal agreement. Forget the deceptive and predatory practices of offering a free account and then charging when you want to look at the survey results, not to mention charging the renewal 28 days after the initial payment rather than 30 days for their monthly renewal.  Then when I posted this BBB complaint, they offered me an "exception" of charging me another $49 for their **** plan and then providing a refund for the $105 renewal charge. The **** plan is not even offered on their website, which is just another lack of transparency from Survey Monkey. They wrote, 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.  What a cop-out. "Best experience possible"? SurveyMonkey lures in people with a "free" account and then springs the limitations on them when they try to see the responses, the subscription practices and policies are deceptive, predatory and non-transparent, and this **** plan isn't even provided clearly and transparently on the website.  If that's what they call the "best experience possible" then that's a low bar.  I asked for a full refund. Paying for a FlLEX plan for something that I'm not even going to use is not a full refund, and is just as predatory as the charge I'm trying to recover. They are perfectly capable of providing a refund for a prepaid service that I do not want or need and that I asked to refund within hours of being charged. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/17/2023

  We are again sorry to hear about the customer experience. 

  The feedback about email communications as well as our plans, pricing and features page 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 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 was escalated to the Management Team appropriately and an exception made. We encourage the customer to continue communication with support should they have any additional follow-up questions about the terms of this exception that has been provided to them by our management team.

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 19517348
  
  I am rejecting this response because: there is nothing new in this response and I already addressed why I rejected the previous response.  I have not received any new information from the company since the previous response.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/15/2023

  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.

  SurveyMonkey's "free" product is extremely deceptive. After you create the free survey, you find out that you can only access the first 10 results. To get the rest, you have to get a paid subscription. When you try to get an inexpensive monthly subscription, it tricks you into a full-year sub (in this case $134). Then it default enrolls you in automatic renewal, without being transparent that it has done so. With no warning or reminders, I was just charged $192. All for one survey that was advertised as being free.

  

  Business Response

  Date: 02/17/2023

  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-renew 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 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 and we are happy to hear that an exception was made. We encourage the customer to continue communication with support should they have any additional follow up questions about this.

  Customer Answer

  Date: 02/18/2023

  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:02/08/2023

  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 placed an order for a year-long subscription last year (November 21) when I was still with my company. I was laid off in October 22 and access to all my email information and login accounts were revoked. Survey Monkey charged my personal credit card in November with no warning or knowledge that the account was even still active. I contacted them, and they are unwilling to refund. Their service hasn't even been used in over a year to my knowledge.

  

  Business Response

  Date: 02/10/2023

  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-renew 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 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: ***************************************************;

  Since a chargeback dispute has been filed by the customers with their card issuer, we are prohibited to take any action on the account. We suggest the customer follow up with their card issuer and bank directly for further details as well. When a dispute is filed with the card issuer/bank, they handle the entire process and would determine if it qualifies for their dispute criteria and reimbursement. Any reimbursement would come from the bank, not in the form of a refund from SurveyMonkey.
  

  
  

• Initial Complaint

  Date:02/07/2023

  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 been trying to contact their support team for days now and might have spent hours this past week looking to get in touch with someone (via phone, email, or chat) on their support team, with no success. There is no phone number and have have opened at least 4 or 5 different tickets for support, again nothing. I have captured the last 3 tickets numbers (********, 07562236,0756220) when I began to realize there might not be a way to reach them at all. My employer has an enterprise account with this vendor, so the service provided should match the client. Looking for a response to my ticket ASAP. Thank you.

  

  Business Response

  Date: 02/16/2023

  We're sorry to hear about this customers experience. 
  
  JPMorgan Chase & *** has entered into a relationship with Survey Monkey to provide employees with access to SurveyMonkey as a self-service tool for creating surveys on an ad-hoc basis.
  
  As part of that agreement, SurveyMonkey is provided to the customer as-is. At JPMCs request, direct email and phone support are not available.
  
  For technical support this customer will need to reach out to their internal SurveyMonkey Support team. If they are experiencing a technical problem or having trouble logging in, they will need to please submit a ticket via go/MyTechHub.
  
  For guidance on creating surveys, collecting responses and analyzing results, they can review our Help articles here: *******************************************

• Initial Complaint

  Date:02/07/2023

  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 signed up for a business account with SurveyMonkey in January 2021. It was an annual account, with auto renew (which I didnt realize). It has since renewed twice for $500. When I attempt to shut downs the auto renew, there is a message that I lose benefits of I do. There is no annual reminder message that auto renew is coming. When I emailed after the January 20 renewal, they told me that they couldnt refund my money because of their terms of service. This is a huge financial blow for me in the current economy.

  

  Business Response

  Date: 02/10/2023

  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-renew 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 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:02/03/2023

  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 work for a federally designated ********************************** and was allocated funding to purchase a subscription to Survey Monkey with no intention to renew the subscription. However, Survey Monkey somehow defaulted to an auto-renew subscription and billed my organization for another full year without informing me that this would happen. This was absolutely not authorized. The account was deceptively forced into an auto-renew subscription. I reached out to multiple Survey Monkey customer support representatives asking for a refund and was denied each time. Prior to being billed again without authorization, I received numerous auto-generated emails from Survey Monkey stating that my account was set to expire, and I must "Act now to *********** to my account." Because I had no intention to renew, I did not act upon the emails and was content with allowing the account to expire as intended. However, Survey Monkey then billed my account anyway. This company thrives on deceptive business practices and I'm infuriated with the "support" that was provided. I am requesting a full refund.

  

  Business Response

  Date: 02/10/2023

  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-renew 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 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.
  
  

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 19330659
  
  I am rejecting this response because: I received numerous email notifications from Survey Monkey stating that my subscription would be expiring, none of which provided any details whatsoever about a subscription auto renewal. These practices are incredibly deceptive and potentially unlawful.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/23/2023

  We are again sorry to hear about the customer experience. 
  
  The feedback about email communications as well as our plans, pricing and features page 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 retain control over the auto-renew 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 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 now been reviewed by our Management team. Though we understand that a refund has been requested, we are entirely prohibited from refunding these charges, so no exceptions will be made to our no-refund policy.
  

  
  

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19330659
  
  I am rejecting this response because this organization intentionally uses deceptive sales practices to lock customers into paying for services that they never intended to purchase. I received numerous email notifications from Survey Monkey stating that my subscription would be expiring, none of which provided any details whatsoever about a subscription auto renewal. The bottom line is that this organization seeks to intentionally deceive customers, which should be stopped!
  

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

• Initial Complaint

  Date:01/24/2023

  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 used the website surveymonkey.com to send out a free survey on Jan. 5, 2023. I was only allowed to see 10 of my responses so on Jan. 23, 2023, I went to upgrade in order to see the rest of my results. I clicked on a plan that I thought I wanted but as I was entering my credit card numbers I realized I did not need that plan. I tried to back out and go to pick a different plan, but my credit card was still charged $954! The company has no phone number, and the one listed on the BBB website does not work, so I went to the website help center and talked with a robot who sent my message telling them what had happened and asking that I be contacted so I could change to the individual plan and get a refund of the difference. I am not a business so I do not need the service I was charged for. My survey was a one-time thing. I sent 2 more emails during the day in response to the automated email i received that said they would look into the problem but they never responded. Tuesday morning, Jan. ********************************************************************************************* any way. I tried sending 3 more messages today, but have not received even an automated response to those.At this point, I want a full refund. I have a case number ********, but they are not helpful at all and I don't know what else to do. It's a lot of money to pay for something I don't need and wasn't trying to purchase.

  

  Business Response

  Date: 02/01/2023

  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 Annual plans on the plans and pricing page to better help you understand how much that means month-to-month, but the Annual plans are only available on an annual (yearly) billing cycle, meaning that customers are paying for a full years of service up front. 

  
  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 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 and we are happy to hear that an exception was made. We encourage the customer to continue communication with support should they have any additional follow up questions about this. 
  

  
  

• Initial Complaint

  Date:01/20/2023

  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.

  This complaint is about Survey Monkey which is accredited by BBB. Their website does not have contact information beside contact Sales via email which I did but still no response. I sent two other emails with no response, either. One urgent one: I created a survey to my customers to which they responded but I cannot access all the responses. I contacted the sales department via email, which is the only option, on how I can upgrade to pay and they are not responding. I need to access my survey results. Can you help?

  

  Business Response

  Date: 01/27/2023

  Were sorry to hear about this customers experience.
  
  With a Basic Free plan, customers can collect unlimited responses for free and view a set number of responses per survey. Customers can view their response limit at any time by logging into their account and viewing those details in their My Account Page. Customers can find out more information about this on our Plans and Pricing page (when they are logged into their account) as well as through our ************ ********************************************************************************
  
  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: **********************************************

  
  

  Customer Answer

  Date: 01/28/2023

   
  Complaint: 18868143
  
  I am rejecting this response because:

  I was not able to collect all responses. contrary to what they are saying.  I was limited to 10 and I had 18 responses. After looking around on their website I found the option to upgrade (monthly) that is not billed annually for $99. I plan to cancel it at the end of the month. If they are saying that with Basic Plan, one can access unlimited response, I want my money back. 

  I recall sending an email using "Contact sales" because that is the only venue to contract them I found on their website. Is there a reason this company does not have the "contact us" icon on their website like other companies? This frustrating and it does have to be. People who own their business are very busy and, honestly, don't have time to be sent around back and forth. I had to contact you because I had no other way to contact this company - Survey Monkey.

  After contacting you, I received a response to one (how to access my old surveys) of the two emails I mentioned in the complaint. Thank you. You are doing a good job.

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

  

  Business Response

  Date: 02/02/2023

  As mentioned, with a Basic Free plan, customers can collect unlimited responses for free and view only a set number of responses collected per survey. Customers will have view-only access to 10 responses per survey. Customers can view their response limit at any time by logging into their account and viewing those details in their My Account Page. To view those additional responses, the customer will need to upgrade their Basic Free Plan to one of our paid plans instead. They can also find out more information about this on our Plans and Pricing page (when they are logged into their account) as well as through our ************ ********************************************************************************

  Our support team was still not able to locate a case request from the customer via the email they have provided. 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: ***************************************************;