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:01/17/2023

  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.

  Absolutely scammed by this company. Firstly, an associate of our small business was mislead by confusing language into purchasing $518 subscription, which was 80% of our marketing budget. It was advertised as a monthly subscription, even advertising the monthly price, but you ultimatley have to purchase for the entire year. We were then mislead again when we began building a survey using the free version but once several hours were already spent doing so, we were notified that the features we already utilized we had to pay for to move forward. At that point we realized it was necessary to use the advanced logic (a paid feature) , went on to spend weeks crafting a survey, only to click to the next step and discover it's an additional $600-$1,000 to utilize targeted respondents (even though advertised under subscription that you get ****** respondents). Yet again, misleading. The entire survey itself is useless to our project and business without targeted responses, and we could not afford that additional cost on top of what we already spent. So we reached out to customer service explaining our situation in detail mulitple times, well under 30 days of the purchase, and could only contact them via email (there is no phone service available) which it often took days to recieve response- only to get mulitple scripted responses in return denying a refund for remainder of months not used. We even offered to use the money refunded to turn around and still use thier company to purchase targeted responses, after recrafting a free survey. We have had to put our operation completely on hold due to this, and have spent over $500 on a service that is completely useless to us. We are a small business and this whole process has been a nightmare, financially and otherwise.

  

  Business Response

  Date: 01/19/2023

  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.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:01/12/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The other day I went to SurveyMonkey to make a poll. Im starting a new business and needed client feedback on a few things. The sign up page boasts about how easy it ease to create and how you can add up to ten questions with your free account. I think I made 5 questions. What it doesnt tell you when sign up for the basic free account is that you can only view TEN responses..until you receive that 11th response. Then it demands you sign up for a costly membership - which Im honestly now afraid to sign up for after reading these complaints. I cant risk being billed multiple times or incorrectly. So I have 88 responses that I cant view. I wouldnt have shared the link out on my socials had I known this advance. I have pored over the site including the Terms and Conditions and cannot find anywhere that this very important piece of information is stated. Such a waste and honestly Im embarrassed to go back to these same clients with another survey even though this is in no way my fault. I really just want and need my results and $99 is ridiculous for one survey.

  

  Business Response

  Date: 01/13/2023

  Were sorry to hear about this customer's 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 signing up for an account and/or providing their credit card information. 
  
  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 ************ ********************************************************************************
  
  The feedback about our Plans and Pricing page has been received by our team, and we do want to confirm that all Basic Free SurveyMonkey accounts and plans do have this viewable response limit within their account. 
  
  We located the support ticket created by this customer and if the customer has any additional questions, we recommend that they continue communicating with customer support directly for further assistance.
  

  
  

• Initial Complaint

  Date:01/11/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I signed up for a free version of Survey Monkey. No where in the sign up process did the Survey Monkey company describe what "advanced options" were not available with the free version. I created a survey and sent it out and then I got a notification that unless I upgraded to a paid version, I would not be able to see responses over 10. I have 15 responses. I looked at the paid options and only saw options to pay for an annual subscription. The cheapest being over $200. I reached out to their sales department to inquire about paying for the subscription for one month and I got a response from ***********************, a biz rep, that they only offer annual subscriptions. See his response attached. After going back on their website, I found that they do offer monthly subscriptions. I am filing this complaint as I believe this business is not disclosing the limitations of the free version of their trial subscription. One of their employees also falsely communicated to me that the only offer annual subscriptions. I purchased a one- month subscription of their service on January 11th, 2023 as I need to be able to see all the responses from the survey I created. I would like to see them communicate honestly what is and is not included in a free version of their service as well as not fraudulently hide subscription options from individuals wanting a limited subscription. Thank you for your time and assistance.***

  

  Business Response

  Date: 01/13/2023

  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. The plans and pricing offered will vary depending on the customer's location. 
  The Standard Monthly is a great plan if customers dont want to pay for a whole year at once but still want to make a more advanced survey. The monthly plan gets them paid features like skip logic, custom reports, and exports.

  
  With a monthly plan, customers need to make sure to pay attention to the number of responses they are collecting, as well as the upcoming renewal date in case they want to cancel their subscription before renewing. More information on this here: ***************************************************************************************************

  
  When it comes to pricing, we break down the cost of the Annual plans on the plans and pricing page to better help customers better understand how much that means month-to-month, but the Annual plans are only available on an annual (yearly) billing cycle.

  If the customer has any additional questions about this, we recommend that they contact customer support directly via our Contact Us form here: **********************************************
  

  
  

• Initial Complaint

  Date:01/10/2023

  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 created a free account for a non profit. We launched the survey but are not seeing any results. The survey shows OPEN I assume this is because it is free. I have visited the help bot chat repeatedly and received case numbers ( ******** )always with an automated reply and never addressing my concerns or questions. If we upgradewill I be able to see responses? I have given my phone number and asked for a call back - nothing. Meanwhile we launched this important survey and we are stuck. **************** is underwhelming. I am requesting a call back with solutions. There is no phone number listed anywhere (the # listed on the BBB site is no longer in service) and they appear to have moved the ******** office space from US Bank Building to *******************.

  

  Business Response

  Date: 01/13/2023

  Were sorry to hear about this customer's experience. 

  We dont have an inbound or direct line for phone support for our Basic Free Plan. Phone Support is currently available for our customers on our Premier, Team Premier or Enterprise Plans. Email is our primary form of communication for support, as it allows us to help a multitude of customers at once and so our customers can use these emails as references. 
  
  Because SurveyMonkey is a self service platform we leave account management up and survey creation up to our customers. With our Basic Free Plan, customers have the chance to try some paid features before sending their survey. More information on this can be found here: ***********************************************************************************************
  
  We have managed to locate the customer's support ticket in this case and we encourage the customer to continue communicating with the support team should they have any additional follow up questions. 
  

  
  

• Initial Complaint

  Date:12/22/2022

  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.

  The product is not as described. The functionality is limited and does not produce at the quality as promised. This product is for more for high volume surveys not for consumer needs. I am simply asking for a refund and I have stopped using the product.

  

  Business Response

  Date: 12/27/2022

  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. 

  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 refund has been requested, we are entirely prohibited from refunding this charge, so no exceptions will be made to our no-refund policy.
  
  

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18626791
  
  I am rejecting this response because: 

  This response is a copy and paste response and doesn't address your false advertising. Your business is fully capable of processing a refund.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:12/14/2022

  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.

  The ************ ********** of ******* subscribed to SurveyMonkey.com (dba Momentive **** access on November 18th. An invoice was provided and promptly paid by the ******************** (Invoice ********) and the vendor received an ach deposit for this service on December 2nd.To date, our account has not been activated. Attempts to get this rectified have been unresolved. There is no access to phone support without a paid account, which we are trying to enable.

  

  Business Response

  Date: 12/22/2022

  Were sorry to hear about this customer experience. 
  
  Our support team was able to locate the initial support ticket with the locate payment request and can confirm that we were able to apply payment and the account has now been successfully activated.

  We encourage the customer to continue communication with support should they have any additional follow up questions.

  Customer Answer

  Date: 12/22/2022

  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:12/05/2022

  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.

  I used the "free" version of Survey Monkey to conduct a survey. After the fact they said I couldn't view the results because I got more than 40 responses. (This was in the fine print apparently.) They are withholding the survey responses unless I pay them $50. This is way more than I would have agreed to had I known about it. When I complained they just said too bad. I feel like I was ripped off.

  

  Business Response

  Date: 12/07/2022

  Were sorry to hear about this customer's 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 signing up for an account and/or providing their credit card information. 
  
  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 ************ https://help.surveymonkey.com/en/billing/surveymonkey-plans/
  
  The feedback about our Plans and Pricing page has been received by our team, and we do want to confirm that all Basic Free SurveyMonkey accounts and plans do have this viewable response limit within their account. The customer will need to upgrade to a paid plan in order to access and view the additional responses collected that exceed their basic free plan account response limit.
  
  

  
  

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18526401
  
  I am rejecting this response because:
  

   

  It is misleading to call a product free and then after the fact change the terms based on some fine print, which is what they did. I would never have agreed to pay $100 for them to host a single survey had I understood those were the terms. 

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

• Initial Complaint

  Date:11/23/2022

  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.

  In 2021, I registered with Survey Monkey for a "free" account on their website. At the time of registering for a free account, the website prompted me for a credit card number, which I did not enter. But I couldn't get passed it, in order to sign up for a free account, so I entered my credit card. They immediately charged my card $401.28, for a free account! I looked for a phone number on their website, but there is only a form and it sends you in a loop. Stupidly, I did not change my credit card number and Survey Monkey charged my card again today, a year later!I am awaiting a new credit card with a different account number today. But how to I get a full refund?

  

  Business Response

  Date: 12/02/2022

  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: https://www.surveymonkey.com/mp/policy/terms-of-use/.

  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: http://help.surveymonkey.com/contact 

  
  Our support team was able to locate the initial support ticket with the refund request and can confirm that an exception has been provided by the management team. We encourage the customer to continue communication with support should they have any additional follow up questions.

• Initial Complaint

  Date:11/13/2022

  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 concerns the survey monkey area of Momentive.After taking a survey a person is eligible to win a gift card by spinning a wheel if icon lands on correct section of the wheel . if icon lands on wrong section it stays there and person loses.Person can then exit that page. Two times i have landed on the winning section but when that happened instead of staying on the page with proof showing winning result, the site immediately flips to a different webpage. When I contacted them I was told that I simply didn't win. The system is rigged so that there is never proof that someone won. My most recent incident happened about 2 weeks ago.

  

  Business Response

  Date: 11/17/2022

  Were sorry to hear about this customer's experience. 

  When it comes to surveys via SurveyMonkey Contribute, when a customer completes a survey, well automatically donate to the customer's default charity. Customers also gain a chance to spin the wheel to win the sweepstake prize. They can go to their dashboard and Play to Win. 

  Customers never lose their chance to enter the sweepstakes, even when there are display issues with the game graphics or if the wheel won't spin. We record the customers' play the moment they click the Spin button. If the play was not fully registered when they clicked Spin, theyll see the chance to play again in their Contribute profile.

  We only choose one winner a week out of the pool of all people taking a Contribute survey, so admittedly the odds of winning the gift certificate are low. 
  Our sweepstakes rules explain the exact odds of winning a prize per instant win game play during each promotion period, which typically spans a calendar month. We also update our winners list at the bottom of the rules page each time someone claims a prize. Customers can view the sweepstakes rules by logging in to their Contribute account and clicking View official game rules from the homepage. Additionally, we have a page where we feature some of our winners and our prizes: https://contribute.surveymonkey.com/prize/rules/156

  Our support team was able to locate the initial support ticket with the request. We encourage the customer to continue communication with support should they have any additional follow up questions.

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 18398550
  
  I am rejecting this response because:the system is is rigged . i clearly explained in my original complaint what the issue is.i was cheated out of winning the gift card and given lame excuse for not winning. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/23/2022

  Were again sorry to hear about this customers experience. When it comes to SurveyMonkey Contribute and the sweepstakes as mentioned, customers never lose their chance to enter the sweepstakes, even when there are display issues with the game graphics or if the wheel won't spin. We automatically record the customers' play the moment they click the Spin button. If the play was not fully registered when they clicked Spin, theyll see the chance to play again in their Contribute profile.
  
  During a promotion period, participants can either be invited by the sponsor or opt in to participate in a survey associated with this promotion. Customers then can follow the link to the survey website and complete the survey online. Once at the survey, customers should complete the questions provided. Participants must complete all required information. Once completed, they can then follow the on-screen instructions to play the instant win game (Survey Entry). If they receive a winning message, they are a potential winner as indicated, subject to verification by the promotion administrator. Customers will be required to follow the on-screen instructions and complete all required information if they are winners in order to claim their prize. If they do not receive that confirmation and winning message despite where the spinner may fall on the graphic the customer might not have won. The customer is not a winner until their prize claim is validated and they receive official written notification from the Sponsor or the Promotion Administrator. Again, more information about this can be found here: https://contribute.surveymonkey.com/prize/rules/156
  

  We encourage the customer to continue communication with the support team should they have any additional follow up questions.

  
  

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18398550
  
  I am rejecting this response because:the system is faulty or rigged against the consumer. this is the second time this happened to me.they always say they would refer the problem to their tech. ***** or the equivalent.nothing ever happens.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/11/2022

  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.

  This company defaults to an auto-renew but does not inform customers before the credit card is charged. They also don't have you opt into auto-renew, they force the account to auto-renew. I used this account for work and I no longer have this job. I can't be charged for this.

  

  Business Response

  Date: 11/15/2022

  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: https://www.surveymonkey.com/mp/policy/terms-of-use/.

  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: http://help.surveymonkey.com/contact 

  Our support team was able to locate the initial support ticket with the refund request and can confirm that an exception has been provided by the management team. We encourage the customer to continue communication with support should they have any additional follow up questions.