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:09/28/2023

  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.

  They do not have their terms clearly laid out before purchase that if you suubscribe for a year, you can't change your mind. Every single other service I have had my whole life, if you decide you don't want to keep the full subscription, there is some other proration. So, I don't mind them keeping some portion, but I had it for all of 5 minutes in a year of 365. Then I realized I made a mistake once I saw it.So, they want a month's worth, that would be normal. I would begrudgling understand 50%, but nothing? I'm locked in? Without this being disclosed upfront? But they say I have to keep it a full year. I have attached a picture of how this isn't shown when they are *selling* you. Only after the fact. I feel tricked and almost defrauded. I would never even considered such a website if I had known. That shouldn't be hidden to find out after the fact.

  

  Business Response

  Date: 10/03/2023

  Were sorry to hear about this customers 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: *******************************************************************;
  
  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. 
  
  This customers case has been located and we can confirm that our support team was able to make an exception for this customer. We recommend that the customer continue to communicate with the support team for further assistance or if they have any additional questions about this.
  
  

  Customer Answer

  Date: 10/03/2023

  Better Business Bureau:
  
  They made an exception for me after I informed them that I had filed a complaint with the BBB.  I believe that was the key.  Still, 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:09/25/2023

  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.

  Date of transaction: May 17, 2023 I did not authorize auto-renewal. I did not have access to email from May 16th to May 19th. When I returned and opened email on May 19th, found that a charge of $204 was made on May 17th. I have been disputing that charge for 5 months. My credit card issued a conditional credit, but weeks later, Survey Monkey reversed the credit.

  

  Business Response

  Date: 09/27/2023

  Were sorry to hear about this customers 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. Subscriptions automatically renew at the end of a customer's billing cycle to ensure they dont lose access to paid features and survey data. 
  
  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: ***************************************************;
  
  This customers case has been reviewed by our team. Since the customer has deleted their ********************** account, it has been permanently removed from our systems and cannot be restored in any way. Deleting an account is permanent. Once an account is deleted, it can't be restored. If a customer deletes their individual account, they'll lose access to paid time left in their plan. During the deletion process, customers are asked to explicitly agree to forfeit the remaining time on their current paid subscription and acknowledge that they won't be refunded for this unused time. More information about this can be found here: ***************************************************************************************************;
  
  We encourage the customer to continue communicating with the support team should they have any additional questions about this.
  
  

  Customer Answer

  Date: 09/30/2023

   
  Complaint: 20650744
  
  I am rejecting this response because:

  I did not sign up for the Survey Monkey ac**unt and I never authorized an auto-renewal.  The original ac**unt was for an organization that I ** -chaired a few years ago.  My **-chair was the original purchaser of the ac**unt and we used it to create surveys of our membership.  After my **-chair stepped down, I was given the password so that I **uld **ntinue to work with the survey-monkey.   I may have used it once or twice in the previous cycle of May 16, 2022 - May 15 2023.  I was out of town May 16 - May 19 of 2023 at my daughter's **llege graduation and had no access to email or internet.  When I checked email upon returning home, I saw that I had received notification from Survey Monkey on May 17th that my credit card was charged $204 for an auto renewal.  I immediately tried to cancel the auto renewal.  Survey Monkey has not been **operative.  I never read the terms because I inherited the ac**unt from my past **-chair.  I tried several ways to get a refund, and was not successful.  I then deleted the ac**unt, thinking that would take care of it and my money would be refunded.

  Instead, Survey Monkey has informed me that by deleting my ac**unt, there is nothing that can be done, and no refund will be issued.  They state that my ac**unt and all associated data are gone and can never be reactivated.  I don't want to reactivate my ac**unt, I just want my $204 refunded.  I have had over a dozen emails back and forth with Survey Monkey and they won't budge.  In my last email, I posted that I didn't care if my data was gone, that I didn't want the ac**unt and that I wanted my credit card charge removed.  The final posting that I sent asked for them to let me have an ac**unt for the remaining 8 months of the auto-renewal, and that I wouldn't ask for a refund, but that I was *********** the full 12 months that I had paid for.  Survey Monkey says they can't help me.  I asked for them to escalate my **mplaint to a supervisor and I never heard from anyone, just one customer agent after another.  I feel like there is no human being "agent" and that my answers are being sent by a bot.   The claim that there is nothing they can do after I deleted the ac**unt is unacceptable to me.  I believe that I should be able to sign up for an ac**unt for the 8 months remaining, and that they have the tech savvy to override a new charge.  They did the auto-renewal on May 17th while I was out-of-town.  I protested it on May 19th.  So they have taken my $204 and I have no product, goods or services that I should have.  I don't even plan to create one survey.  I just want my $204 refunded, OR the ability to create a new ac**unt at no charge, to finish out the remaining 8 months of the auto-renewal.  
  
  Sincerely,
  *************************************

  

  Business Response

  Date: 10/04/2023

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

  As mentioned, 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. We consider the email on file the account owner and it is their responsibility to read the terms and conditions if they are utilizing the platform. 

  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. The customer has deleted their ********************** account, which means that it has been permanently removed from our systems and cannot be restored in any way. Deleting an account is permanent. Once an account is deleted, it can't be restored. If a customer deletes their individual account, they'll lose access to paid time left in their plan. During the deletion process, customers are asked to explicitly agree to forfeit the remaining time on their current paid subscription and acknowledge that they won't be refunded for this unused time. Deleting an account does not mean that a customer will receive a refund for the remaining paid time, as stated in the deletion process and what the customer agreed to upon deletion. More information about this can be found here: ***************************************************************************************************;
  
  We encourage the customer to continue communicating with the support team should they have any additional questions about this. 
  

  
  

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20650744
  
   After this new **rrespondence, I am **pying & pasting my previous response.  I do understand the Survey Monkey (dba Momentive)'s policies.  I explained that this is a unique situation.  I was transferred to this ac**unt by my previous Co-Chair of a SEPAC (special education parents advisory **uncil) organization.  I didn't even know that there was an expiration date or that the ac**unt was set up for auto-renewal.  I was not notified by Survey Monkey (dba Momentive) that the auto-renewal was **ming up.  I didn't have any notification that would have allowed me to cancel the auto-renewal.  I would have absolutely canceled it if I knew that the auto-renewal amount of $204 was going to be charged to my credit card on a specific date.  As I explained before, I only deleted the ac**unt because I erroneously thought that deleting it would initiate a refund of $204.    I have no plans to open or re-open this ac**unt.  I am not affiliated with any organization that would create surveys.  Do the right thing, you are a multi-billion dollar **rporation. Around the world in 2023, over 44,147 **mpanies have started using SurveyMonkey as survey tool. Companies using SurveyMonkey for survey are majorly from ************* with ****** customers. *****% of SurveyMonkey customers are from *****************.    As of October 2023 SurveyMonkey has a market cap of $3.13 Billion.    I am just small potatoes, $204 is nothing to your $3.13 Billion.    Updated:  10/4/2023   *************************************

  This is a **py & paste of my last **rrespondence before today:
  I did not sign up for the Survey Monkey ac**unt and I never authorized an auto-renewal.  The original ac**unt was for an organization that I ** -chaired a few years ago.  My **-chair was the original purchaser of the ac**unt and we used it to create surveys of our membership.  After my **-chair stepped down, I was given the password so that I **uld **ntinue to work with the survey-monkey.   I may have used it once or twice in the previous cycle of May 16, 2022 - May 15 2023.  I was out of town May 16 - May 19 of 2023 at my daughter's **llege graduation and had no access to email or internet.  When I checked email upon returning home, I saw that I had received notification from Survey Monkey on May 17th that my credit card was charged $204 for an auto renewal.  I immediately tried to cancel the auto renewal.  Survey Monkey has not been **operative.  I never read the terms because I inherited the ac**unt from my past **-chair.  I tried several ways to get a refund, and was not successful.  I then deleted the ac**unt, thinking that would take care of it and my money would be refunded.
  Instead, Survey Monkey has informed me that by deleting my ac**unt, there is nothing that can be done, and no refund will be issued.  They state that my ac**unt and all associated data are gone and can never be reactivated.  I don't want to reactivate my ac**unt, I just want my $204 refunded.  I have had over a dozen emails back and forth with Survey Monkey and they won't budge.  In my last email, I posted that I didn't care if my data was gone, that I didn't want the ac**unt and that I wanted my credit card charge removed.  The final posting that I sent asked for them to let me have an ac**unt for the remaining 8 months of the auto-renewal, and that I wouldn't ask for a refund, but that I was *********** the full 12 months that I had paid for.  Survey Monkey says they can't help me.  I asked for them to escalate my **mplaint to a supervisor and I never heard from anyone, just one customer agent after another.  I feel like there is no human being "agent" and that my answers are being sent by a bot.   The claim that there is nothing they can do after I deleted the ac**unt is unacceptable to me.  I believe that I should be able to sign up for an ac**unt for the 8 months remaining, and that they have the tech savvy to override a new charge.  They did the auto-renewal on May 17th while I was out-of-town.  I protested it on May 19th.  So they have taken my $204 and I have no product, goods or services that I should have.  I don't even plan to create one survey.  I just want my $204 refunded, OR the ability to create a new ac**unt at no charge, to finish out the remaining 8 months of the auto-renewal.  

• Initial Complaint

  Date:09/22/2023

  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.

  SurveyMoneky auto-renewed my account, however I need to update the card that was used. I'm not able to get any help or response to my question regarding changing the payment used or cancelling the auto-renew future.

  

  Business Response

  Date: 09/27/2023

  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. 
  
  Customers can cancel auto-renew at any time in the billing details of their account, 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: ***************************************************;
  
  Customers can also edit their billing information and details from the My Account page under billing details when they are logged in. More information on this can be found here: This article ************************************************************************

  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 for more information. They can contact them via the following link: ***************************************************;
  

  
  

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20643962
  
  I am rejecting this response because: There  is no option to cancel auto renew, as you stated, and I am not allowed to change the cord number that is being used.  

  See photos attached 
  

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

  

  Business Response

  Date: 10/03/2023

  Again, were sorry to hear about this customer's experience.
   
  Customers can cancel their subscription by turning off auto-renew from the Billing Details tab in My Account. Their account will then downgrade to the free plan at the end of their paid time (Next Billing Date in your Billing Details). This option can be found within the Billing Profile section on the Billing Details page. Again, more information on this can be found here: ************************************************************************
  
  They can review this article for instructions, and more information on how cancelling their subscription affects the surveys and available features: ******************************************************************************
  
  Our support team was still not able to locate a support case request from the customer. We encourage the customer to get in contact with our support team via our support channel for more information. They can contact them via the following link: **********************************************
  
  

• Initial Complaint

  Date:09/22/2023

  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.

  Since May of 2023, I've been working on a survey for a non-profit I volunteer on the Board of. I was unaware SurveyMonkey requires a fee for using their service. Yet upon learning that, I went to select the individual plan and realized I had mistakenly selected an enterprise account. After several attempts of using the chat feature, reading through help documents and looking for a contact working there (which I could not find), I am unable to remove an invoice for a product I do not need.I've waited quite a while to hear something from SurveyMonkey and there has been no response. I saw a review that says the company tries to make the product self-service, yet you offer no option if self-service does not resolve an issue. I'm curious of the response by the company.The way to resolve my issue is to remove the invoice for a product I don't need. I feel fortunate I chose the invoice approach because it seems there is a no regrets, keep the customer's money no matter what in the tone of responses I'm seeing thus far.Anxiously awaiting your response.Thanks,Concerned Customer - Elle

  

  Business Response

  Date: 09/27/2023

  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 or creating an invoice for an upgrade. SurveyMonkey is a self-serve tool, and as such we expect our customers to carefully read and view the plans and consider the terms and conditions they are agreeing to before signing up for an account.  The feedback about our Plans and Pricing page has been received by our team.
  
  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. 

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20643337
  
  I am rejecting this response because there is no step to resolve removing the invoice for the product I dont want. Since this complaint was filed not only did the company ignore my previous ticket that sent an email urging me to purchase a subscription I told them I mistakeningly selected. The difference in products is $700.

  The unfortunate reality is I am a long time user of ********************** and now I will take my survey needs back to Qualtrics or ****** Forms.

  Treating customers as though we are robotic and non human is an unfortunate way to do business.

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

  

  Business Response

  Date: 10/03/2023

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

  We located the support ticket created by this customer and have confirmed that our support team has reached out and resolved the customer's original inquiry.
  If the customer has any additional questions, we recommend that they continue communicating with customer support directly via the last response for further assistance.
  

  
  

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20643337
  
  I am rejecting this response because:
  There has been no response or offer of help from this company. 
  

  no customer service representative has responded to my ticket with a step to resolve the issue.
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/06/2023

  Again, we located the support ticket created by this customer and have confirmed that our support team has reached out and they have resolved the customer's original inquiry.

  If the customer has not received that reply from our support team to their email inbox, we recommend checking their SPAM/Junk folder and Allow-listing our Mail IP's and Sender Domains to receive further email communications from us. More information on this can be found here: *************************************************************************************

  If the customer has any additional questions, we recommend that they continue communicating with customer support directly via the last response for further assistance.

• Initial Complaint

  Date:09/20/2023

  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.

  Activated "free" level of service. When creating survey, the tool advised if paid features were selected and the option to de- select them was available. However free version allows collection of many responses but only viewing of 10 responses. Only after valuable information is collected and held hostage is it clear thar this is not available without purchase of an expensive plan. When contacting customer service, their suggestion was to purchase the $99/ month plan and cancel after month one. There was no reasonably priced option.For a first time user, of a small 61 response survey it would have made sense to offer a reasonable option and create a paid customer. Instead there was little to no effort to offer a reasonable solution. Devastated about the loss of opportunity to get valuable ( now grossly overpriced) information collected. Wasted my time and opportunity as well as my respondents.

  

  Business Response

  Date: 09/22/2023

  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. 
  

  
  

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20629467
  
  I am rejecting this response because: yes, it is important for consumers to read the terms and conditions of an agreement, but a business also should to be Deliberately misleading, 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 10/03/2023

  Were again sorry to hear about this customer's experience. 

  The feedback about our Plans and Pricing page as well as the Terms of Use has been received by our team and we will ensure that this feedback is passed along to our team for further review and consideration. 

  Again, the support team was able to locate 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:09/17/2023

  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.

  Last year SurveyMonkey charged my credit card for their subscription and told me there was NOTHING they could do to refund me the money although I didnt want it, so obviously I asked them to cancel it.On September 9 of this year they charged me again!!! I went nuts demanding a refund. They gave me the run around for a week so I filed a claim with my credit card company. These clowns then played the game of well since you filed a claim we cant do anything now ok its my fault. I want my money back but more importantly I want their shady practice of auto renewal and nothing we can do now policy eliminated since it is a deceptive practice and obviously a scam. Might want to take your accreditation off their website too. Understand they pay for that service but maybe find some courage and not accept the check and be a honest accreditation agency!

  

  Business Response

  Date: 09/22/2023

  Were sorry to hear about this customers 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. Subscriptions automatically renew at the end of a customer's billing cycle to ensure they dont lose access to paid features and survey data. 
  
  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: ***************************************************;
  
  This customers case has been reviewed by our team. 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:09/08/2023

  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 company makes it very hard to cancel the subscriptions. They do not follow ********** law for notifications or automatic renewals.

  

  Business Response

  Date: 09/13/2023

  Were sorry to hear about this customers 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. Subscriptions automatically renew at the end of a customer's billing cycle to ensure they dont lose access to paid features and survey data. 
  
  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: ***************************************************;
  
  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:08/24/2023

  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.

  Survey Monkey claims to have a free option to run a survey, but neglects up front to say you can only receive up to 10 responses, at which point you are forced to pay into one of the plans. The $25/month per user option doesn't say you will actually pay $75/month and that they account for 3 users total, thereby you are thinking you are paying $300 a year ($25 a month), but really they charge you $900 up front.I have tried to contact Survey Monkey, but have been sent to three different "customer service reps" who site various policies buried in their website, or to defunct pages that say, "Whoops! The page you are looking for is no longer active"

  

  Business Response

  Date: 09/01/2023

  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 ************ ********************************************************************************
  
  We break down the cost of the Team plans on the plans and pricing page for customer to better understand how much that means month-to-month, but the Team plans are only available on an annual billing cycle starting at 3 users. 
  
  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 it is currently being reviewed by our management team. We encourage the customer to continue communicating with the support team should they have any additional questions about this. 
  

  
  

• Initial Complaint

  Date:08/23/2023

  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.

  In addition to creating surveys for employees, I use SurveyMonkey (SM) to collect applicant questionnaires when recruiting. For some reason when logging in SM doesn't recognize my work laptop (device). My device does accept cookies, as they suggested may be the issue. I currently have applicants submitting responses that I do not have access to. Knowing how difficult recruiting is currently in the U.S., it's critical I have access to those results (which I paid an annual membership to). ** has informed me I have to wait until the end of the month, because that's when my access will be reset. This wait is burdensome and provides heavy risk for me to lose applicants that lose interest. I have executives waiting for these responses, and this is holding up our recruiting process. Since they couldn't accommodate me, I can't use them, and asked for a partial refund and was denied. I was offered to upgrade to a higher cost package that would allow me multiple devices though. Seems like a scam to me.

  

  Business Response

  Date: 08/23/2023

  Were sorry to hear about this customers experience.
  
  Account Verification is an added security measure to ensure only the owner of the account can access and use the information gathered. We define ownership as the email address listed on the account as the primary contact. As such, we allow the owner to have two devices at once. For example, the customer can verify their work computer and home computer so that they could work on surveys in both places without needing to verify again and again.
  
  If the customer finds that they need to repeatedly verify the same device, theyll want to make sure that the device allows cookies. If this is a work computer, we also suggest they reach out to your IT team to ensure that the device can accept cookies from our site. More information on this can be found here: ***********************************************************************************************
  
  Our support team was able to locate this customer's case and are happy to say that an exception was provided to the customer. We encourage the customer to continue communicating with our support team should they have any follow-up questions about this. 
  
  

  Customer Answer

  Date: 08/24/2023

  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:08/09/2023

  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 company advertises the use of its free survey tool. It does not make it clear that you can send out a survey but in order to see the results you will need to pay hundreds of dollars for an annual plan. We used survey monkey in good faith for a school project. After spending more than 10 hours eliciting responses from busy nurses, we discovered our data was being held hostage for a fee that we did not see. The company allows you to send the survey to unlimited people without making clear you will only see 10 responses. The company does not respond to help emails in a timely manner (waiting over two weeks now) and does not allow unpaid subscribers to call the help desk. This is deceptive and manipulative.

  

  Business Response

  Date: 08/09/2023

  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: **********************************************