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:11/11/2022

  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 used SurveyMonkey to complete a doctorate course for my thesis. I purchased a one year subscription.I only used the service for one survey, that is all I needed. I never received an email or any kind of notification that my account was going to be debited for a subscription renewal. There was no opportunity to cancel the renewal. My bank account was debited at 9:30 pm on a Friday night without prior notice. After numerous messages left and unreturned phone calls, I still have had no response. I believe this company takes advantage of their customers and the customer service is nonexistent. I do believe their product is very good and the results are very helpful, however the negative customer service issues may outweigh the positives. As of this time, I still have no response and no refund.

  

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

  
  

• Initial Complaint

  Date:10/24/2022

  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.

  Remove me from your email list.

  

  Business Response

  Date: 10/28/2022

  Were sorry to hear about this customer receiving unwanted emails. ********************** is a self-serve tool that can be used by companies/individuals to send out surveys and collect data. Were solely responsible for offering the platform to design, send and analyze those surveys. Based on the issue the customer is describing, theyre likely receiving these from someone using our tool or have subscribed to receiving newsletters/notifications from our platform. 
  
  Its also possible that this customer is getting survey invitations sent by someone using our tool to distribute surveys or they have been added to receive notifications from a survey by a platform user. Anyone sending surveys through our Email Invitation collector is required to include an Opt Out link in their survey invite. If the customer has questions or concerns about having been included on a senders email list in the first place, they will need to reply to the email invitation they received to reach out to the sender directly.
  
  Respondents can use the Opt Out link in the invite to unsubscribe from all survey invitations sent through the senders account in the future this can also be done for any newsletters. If this customer does have an account, they can find out more information on how to opt out and unsubscribe within the account itself here: https://help.surveymonkey.com/en/account/opt-out/ 
  
  Our support team was not able to locate a support 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: http://help.surveymonkey.com/contact
  
  

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18304718
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Opt me out. It is arduous, not clear and ambiguous to complete this task. Their site is not consumer appropriate. Please remove all my personal information and insure no more emails received.

   

   

   

  

  Business Response

  Date: 11/02/2022

  The ability to opt out is always placed in the recipient's hands. As previously mentioned, customers and respondents can click unsubscribe at the bottom of emails as well as use the opt out link to unsubscribe from all survey invitations sent through the senders account. This unsubscribe and opt out link option is also available for company newsletters and communications emails. The customer can find out more information on how to opt out and unsubscribe here: https://help.surveymonkey.com/en/account/opt-out/ 
  
  If the customer is finding they are still receiving emails, then we would highly recommend that they reach out to our support team so that they can further investigate. Again, our support team was not able to locate a support 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: http://help.surveymonkey.com/contact 
  
   
  
  

  Customer Answer

  Date: 11/04/2022

   
  Complaint: 18304718
  
  I am rejecting this response because: Their site is not allowing me to Opt Out. Survey Monkeys Site keeps circling or directing to a lot of legal information. Once again it does not allow to Opt Out. Their site is not friendly and does not have this listed on the first page or I would not have taken the time to file a complaint with the BBB. 
  

  Asking Survey Monkey here to Opt Out And Unsubscribe  me. 

   

   

   

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

  

  Business Response

  Date: 11/09/2022

  Our support team was still not able to locate a support request from this customer based on the information provided within this case to help with this inquiry.

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

  
  

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18304718
  
  I am rejecting this response because: They should be able to remove all my information from this message and insure I no longer receive emails. I have tried i the past to contact them and all they do is redirect me some where else. I am asking here with this complaint to no receive thier emails and they opt me out. None of their web pages allow to opt out or unsescribe

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

• Initial Complaint

  Date:10/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using SurveyMonkey for work purposes and was notified 5 days ago that an auto renew had been made using my credit card. I requested to cancel my account and refund the money but they state no refunds are given, even if the service has not been used and the customer requests cancellation immediately after notification of auto renew, as I did. This is a scam and a money grab.

  

  Business Response

  Date: 10/20/2022

  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 

  
  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.

  
  

• Initial Complaint

  Date:10/09/2022

  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.

  I was using Survey Monkey while at my business. As my business reimbursed my account, I used my credit card for the purchase. Before retiring, I called to request cancellation of the subscription. It was billed despite my request. I even had my employer provide a letter advising that I was retired and had no access (which is why I called to cancel). They refused to credit after several back and forth with my ***************** That was 2021. They advised **************** it was cancelled after that. I received another billing in 2022 (another $384). Again- **************** reached out, credited my account, and then rebilled again as Survey Monkey continues to bill a cancelled subscription (one that has not been used in over two years and was cancelled at that time). This is fradulent billing and needs to be credited now. They have all of the information as **************** has advised.

  

  Business Response

  Date: 10/13/2022

  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 not able to locate a support ticket 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: http://help.surveymonkey.com/contact
  

  
  

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18187812
  
  I am rejecting this response because:this is now the 2nd year I have received this fraudulent claim.  I contacted them last year as well.  They refused to credit last years and ensured this would not occur again.  It has now occurred again. They were provided with documents from my employer confirming my retirement and inability to get online to make any changes, which is why I called originally.  Here we are yet a year later and they are still trying to steal money.  This will not be accepted and I will continue to proceed with what ever is required to stop this fraud.  They can see there has been NO access in over 2+ years to any of their site, info, etc. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/20/2022

  Our support team was still not able to locate a refund request case 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 with any additional inquiries that the customer has. They can contact them via the following link: http://help.surveymonkey.com/contact 

  The support team did manage to locate the account in question and a chargeback dispute has been filed by the customers with their card issuer. 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.
  

  
  

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18187812
  
  I am rejecting this response because: Bank credit card did reverse the charge multiple times last year and again twice this year.  They advised Survey Monkey would not accept despite all of the work done last year and again this year.  I have been very clear with bank I was proceeding with fraudulent charges.  They suggested I contact BBB to continue with that process in an attempt to resolve.  Please have this reversed and stopped immediately.  If not handled within one week, I will need to proceed with further process outside of BBB.  Thank you.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/04/2022

  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.

  I signed up for Survey Monkey in 2020 and did realize that my account was on auto-renew. I never received any notification that my account was coming up for renewal or that I would be charged $409. I feel that this is unethical business practice to charge unsuspecting people $409 for a service that they clearly do not use! I asked for the service to be canceled as soon as I saw the charge on my account and the company refused to credit my account even though they can CLEARLY see that I had not used this service. Some sort of notice should be emailed at the very least to say that they are going to charge you. $409 is A LOT for a service that isn't used. I would expect better customer service from this company. I will NEVER USE this company again, Nor will I recommend to ANYONE EVER!!!

  

  Business Response

  Date: 10/05/2022

  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 this case has been escalated over to our management team for further review. We encourage the customer to continue communication with support should they have any additional follow up questions.