Complaints

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:07/11/2025

  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 signed up for a trial with AdvisoryCloud and canceled on the same day the trial expired. Despite canceling on time, I was still charged for a full membership. I immediately contacted AdvisoryCloud to request a refund, but they refused.Whats more concerning is that instead of addressing the core issuean unauthorized chargethey continued to pressure me into extending my membership, despite my repeated and clear requests for a refund.I find this lack of transparency around billing practices unacceptable and believe their actions are misleading and predatory. I am requesting a full refund of the membership fee that was charged after I canceled.

  

  Business Response

  Date: 07/21/2025

  Thank you for the opportunity to respond to this complaint.
  
  This member registered for AdvisoryClouds 14-day free trial on May 19, 2025. As communicated clearly at registration and in the membership terms, the trial automatically converts to a paid membership unless cancelled before the end of the trial period. The members trial ended on June 2, and their card was charged $195 on that day.
  
  A reminder email was sent on May 31, two days before the charge, specifically stating the date and amount of the upcoming charge and providing a direct link to cancel. We have thoroughly reviewed our records and found no cancellation request prior to the charge on June 2. The member contacted us after the charge had already occurred to request a refund.
  
  While our policies are clear that membership fees are non-refundable once charged, we offered the member three months of complimentary service as a courtesy. This offer remains available. At no time was the member pressured to extend their membership after requesting cancellation. Our team provided clear options and support, and we regret that the member did not feel heard during that interaction.
  
  AdvisoryCloud is committed to transparency and providing fair access to our services. We strive to ensure all members understand the terms of the free trial and receive timely reminders before any charges occur. We regret any frustration this experience caused and hope the complimentary service offer will serve as a fair resolution.

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23589044
  
  I am rejecting this response because:

  I negotiated a refund via email. This isn't in line with what happened or how they operate. 

  I never received the email they claim to have sent indicating my trial was nearly up. 

  I respect that customer service is difficult but they failed the BBB test.

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

• Initial Complaint

  Date:06/30/2025

  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 scheduled an signed up for the service on 6/6 which started the clock on my 14 day Free Trial. My advisor Rhosabel, was a no call no show on my meeting on 6/18 4PM.I immediately emailed them and requested an extension to my free trial as I had not been able to take full advantage of the services because I had no had an onboarding call. They then retroactively cancelled the meeting about an hour and 30 minutes later. On the 20th they charged my card for $195 even though I had no been onboarded. On the call today thinking I was still in the extended free trial I was advised my card had been charged. During the call I was pressured to buy the VIP level more than once. Additionally, when I found out about the charge I went to the support area on the website to request a call, but no appointments were available for 3 days. My bad for not looking at the reviews prior to signing up. Customer Complaints Summary 85 total complaints in the last 3 years.26 complaints closed in the last 12 months.

  

  Business Response

  Date: 07/18/2025

  Thank you for the opportunity to respond. We are sorry to hear about this members experience and appreciate the chance to provide clarity.
  

  This member registered for AdvisoryClouds 14-day free trial on June 6, 2025, which includes immediate access to the platforms features and advisory board opportunities. As communicated during registration, the free trial automatically transitions to a paid membership unless cancelled within the 14-day period. The onboarding call is optional and not required to activate access or membership.
  

  We regret that the members originally scheduled onboarding call was canceled on June 11 due to a sudden illness on our team. While unfortunate, this was promptly communicated. The member continued to have full platform access, including the ability to build their profile, browse and join advisory boards, and participate in available opportunities.
  

  The members card was charged $195 on June 20, at the end of the free trial, in accordance with the agreed-upon terms at registration. The onboarding call was successfully completed on June 30, and the member did not cancel their membership before the trial expired.
  

  Upon receiving this complaint, we offered the member a 50% refund as a goodwill gesture, despite services being active and available throughout the free trial. The member declined this offer, and we currently have a disputed charge (chargeback) in process with the payment provider. We will defer to the outcome of that dispute.
  

  Regarding their additional concerns:
  

  Platform pressure to upgrade: Our representatives may present optional features like VIP membership during calls, but upgrading is never required and we aim to make this process informative rather than sales-driven.
  

  Scheduling support: We apologize for the wait in support appointment availability. Members can also reach us via email or phone, and we continuously review scheduling to better serve demand.
  

  We strive to maintain transparency and fairness across all member experiences, and we hope the outcome of the chargeback process brings closure for both parties.

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23539771
  
  I am rejecting this response because:

  Response; Please note, It took 12 days of the 14 day waiting period to get an onboarding call on 6/18, This did not leave much time for incidental occurrences before trial ended.

  Response: I had not been onboarded to explain how to use the platform. Though I had access, I did not have a full understanding of the platform. Also note that the onboarding process is to help familiarize the user with the platform.  Since I had not been through the onboarding call, I was not familiar and was not able to fully use the platform.  I stated this in my email
  
  Response: The call was actually on June 18 which is 2 days before the free trial was to expire. The no call no show was not promptly communicated. I reached out to the onboarding agent immediately after the missed call. They or the person covering for them did not advise proactively or retroactively. The call was just cancelled retroactively, not rescheduled which forced me to reschedule at a much later date. They should have rescheduled on their side.  Additionally, I did, at that time, ask about an extension of the trial period. Please note that I reached out to them 6/18 at 4:11PM (not June 11) and since I had not heard back from onboarding I reached out to Customerservice on 6/19 at 2:26PM. There was ample time for advisory cloud to respond before that time. They had not. 
  
  Response: 
  Please see the email thread below
  
  Sent: Wednesday, June 18, 2025 4:11 PM
  To: *********************************** <***********************************>
  Subject: Re: AdvisoryCloud Onboarding Call in 1 Hour
   
  Rhosebelle,
  I joined at a few minutes before 4.
  The ****** meet just timed out.
  I assume we will need to reschedule.  
  Because I have not had an introduction call, I have not been able to fully take advantage of the Advisory Cloud service.
  Hoping you can extend the trial membership.
  Best,
  
  *******************************************************************
  Accepted: CANCELED - New Advisor Complimentary Onboarding
  ?
  Wed 6/18/2025 4:00 PM - 4:45 PM
  ?
  ***********************************
  
  Sent: Thursday, June 19, 2025 2:26 PM
  Subject: Re: Welcome **** - The Benefits of Board Roles
  *****,
  My onboarding representative was a no call - no show fro my onboarding call. 
  They then proceeded to retroactively cancel the meeting an hour and 17 minutes later.
  My investigation shows that it may have been someone in your Philipines office.

   

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

• Initial Complaint

  Date:06/07/2025

  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.

  They charged again an annual membership fee today of 950. I now have cancelled online and want my refund.Last year they charged the 950 also, I tried to cancel and dispute the charge but they said the fee was non refundable even though I dont use the service. I said okay but I will not renew anymore and yet they charged again today. You cant edit your card online either so once they have your details they can do whatever. I have blocked them for future however, I believe I did that last year as well. I have paid them over 6000 for a service I have t used!!!!!! I want to cancel and get my 950 back asap! Thank you!

  

  Business Response

  Date: 07/01/2025

  Thank you for bringing this matter to our attention.
  AdvisoryCloud operates on a subscription-based membership model, which renews automatically each billing cycle unless canceled in advance. When this member registered on October 27, 2020, they agreed to our Terms of Service, which clearly state that all memberships renew automatically until canceled, and that membership fees are non-refundable. The member also had an onboarding call on October 29, 2020, where the benefits of membership and renewal terms were reviewed.
  

  Per our standard renewal process, reminder emails were sent at least 30 days prior to each renewal, including the most recent renewal on June 7, 2025. These reminders included the specific renewal amount and date, as well as instructions for canceling the membership if they did not wish to continue. The same process was followed for the prior renewals in 2022, 2023, and 2024.
  

  Although the renewal was processed according to our policies and adequate notice was provided, we understand that the member is frustrated. As a gesture of goodwill, we offered a refund of 50% of the most recent $950 renewal. This offer was accepted by the member, and the refund has been processed.
  

  We strive to be transparent and proactive with our communications and cancellation policies. Our Terms of Service, reminder emails, and renewal notifications are designed to give every member ample time and control over their membership. Were sorry to hear the member didnt find the service valuable and have since processed the cancellation request.
  

  If there are any additional concerns or questions, wed be happy to help.
  

  
  

• Initial Complaint

  Date:05/30/2025

  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.

  This company Advisory Cloud have made an unauthorized charge to my debit card, which I am disputing. The amount of the charge is $1560 for an annual membership which I did NOT authorize at all. On Thursday May 29th, I signed up for a 14-Day free trial membership. But instead of free membership they illegally charged charged my card $1,560 which I never authorized and never intended to have a yearly membership. So I emailed their customer service at **************************************** wishing 2minutes of these charges on my card asking them to cancel my membership and make a full refund of $1,560. Then I tried to cancel my membership. But their application does not allow together to dashboard or settings until you set up an onboarding meeting. Since it was forced by app on me, I did it but never intendedto have onboarding meeting because I wanted to cancel my membership. So within 8 hours of original sign up for 14-day free trial, I canceled my membership by going to my account settings. Then I waited for the full refund. Since I did not receive any refund, I emailed them saying that I am going to file a complaint with authorities if they did not process my refund right away. I got an email after 5-6 hours saying that it was their mistake to charge my $1,560 but they can not refund that amount because I requested an upgrade of my account within 24 hours of sign up. This incompletely false because I did not request an upgrade, but rather I requested a refund and cancellation of my 14-day trial. In fact their welcome email said If you're trying to get started on a 14-day free trial on your own, your trial will expire and your first payment of $195 will automatically occur on 6/12/2025. ??So this confirms that I was within my trial period and I never requested an upgrade. This is a scam. The company is a fraud. Stay away. Next steps: I am going to file formal complaints with Police, ***, *** and contact *** to open a investigation case against AdvisoryCloud.

  

  Business Response

  Date: 06/10/2025

  Thank you for bringing this to our attention. We sincerely regret that this member had a frustrating experience and appreciate the opportunity to address their concerns.
  

  Upon registering for our free trial on May 29, 2025, the member opted to upgrade to our annual membership. This upgrade option states that the upgrade charge would happen immediately, and the member was presented with this information before confirming the purchase. Our records confirm that the charge was not applied in error, but rather as a result of the member selecting the annual membership upgrade during registration.
  

  We understand the members frustration and that they did not intend to proceed with the upgrade. While our terms outline that our subscription fees are non-refundable, our **************** team attempted to resolve the situation amicably by offering six additional months of service at no cost. When the member declined this offer, our **************** Supervisor personally spoke with the member, extended an apology for their dissatisfaction, and ultimately approved a full refund as a gesture of goodwill.  The refund has been processed.
  

  AdvisoryCloud is committed to providing a transparent and professional experience for all users. We are continually refining our communications and registration experience to avoid any confusion in the future.
  

  Please consider this matter resolved.
  

  
  

  Customer Answer

  Date: 06/13/2025

  Better Business Bureau:
  
  Summary: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Details:

  Even though AdvisoryCloud has finally refunded my money, it was very difficult to get it back. We had to hire a lawyer and send legal notices to them in order for them to agree to refund the money. we were prepared to taken next legal action if the money was not refunded. The AdvisoryCloud tried to do every trick in the book to avoid refunding the money. All my informal requests to refund fell on deaf ears until the legal action was taken. The whole experience felt like a bait and switch where they showed a 14-day trial but when I clicked on it the screen was changed to show 1 year subscription with no other clear option to choose from. This generally does not happen with reputable businesses and you generally tend to trust them to do the right thing if it was an  error on either of the parties. But here in this case, it was excruciatingly hard to communicate with them to make a reasonable case to refund the money. They tried to get  me to set up an onboarding session even after I declined those meetings several times. It felt like they are trying to get me to use their system to claim membership even after cancelling it in their app settings. It created a lot of anxiety about losing money and I totally  Iost trust in them because of that. Everyone who is dealing with this situation should be very cautious to not fall for their return offers and tactics to use their system. Ideally they should be also paying for all of my time lost in dealing with this unnecessary legal situation and legal fees. But hopefully they will course correct themselves for the future and it won't be necessary.
  Sincerely,
  
  Abhi

• Initial Complaint

  Date:05/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was contactedBusiness Name:AdvisoryCloud Nature of Complaint:Unauthorized Charges After Cancellation / Lack of Customer Support Complaint Details:In August 2024, I subscribed to AdvisoryClouds ************************* for a monthly fee of $195. The product was marketed as a means to access board opportunities and professional advisory roles. After using the service for a short period, I found it unsatisfactory and not as advertised.I submitted a cancellation request through their online platform, as per the companys stated process. Despite this, monthly charges continued to be withdrawn from my account.Since then, I have made multiple unsuccessful attempts to contact a representative via email and customer service channels to resolve the issue and stop the billing. I have not received any response or support, and the unauthorized billing has continued.I am requesting that AdvisoryCloud:Refund all charges made after my cancellation request.Confirm that my subscription is fully canceled.Address why no representative has responded to my inquiries.I believe this reflects unfair business practices and a failure to honor cancellation terms. If unresolved, I intend to pursue the matter further with my bank and relevant consumer protection agencies.Desired Outcome:Refund of all unauthorized post-cancellation charges Written confirmation of cancellation A formal explanation for the lack of customer service response Transaction Date:August 2024 present (ongoing unauthorized charges)Amount in Dispute:$600 Account Email:***********************

  

  Business Response

  Date: 05/19/2025

  Were sorry to hear that this member was dissatisfied with their experience and appreciate the opportunity to clarify the situation and outline the steps weve taken to resolve it.
  

  Our records indicate that we did not receive a cancellation request from the member until they contacted our support team by phone on May 5, 2025. At that time, we promptly canceled the membership and ensured that no further billing would occur.
  

  Following that conversation, we reached out multiple times via phone and email to provide support and offer a resolution. As a gesture of goodwill, we offered to refund one months payment of $195, despite the billing having occurred in accordance with our published membership terms.
  

  Were pleased to confirm that the member accepted this refund, and the amount has been processed back to the original payment method. The account remains canceled, and no further charges will be incurred.
  

  We appreciate the members feedback and will continue to evaluate how we can improve both our support responsiveness and clarity around the cancellation process to avoid future frustration.

  Customer Answer

  Date: 05/19/2025

  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:05/05/2025

  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 vendor in question is Advisory Cloud **** services and the unauthorized charge to my credit card, which I am disputing. The amount of the charge is $1560 for an annual membership which I did not authorize.On Thursday May 1, I signed up for a 10 Day free trial membership which provides limited access to the ** platform along with an interview with an ** representative which I scheduled for May 5th. I completed the registration process which included a requirement to provide credit card number.I was provided a sign in code (my email) and I created a password. From May 2 through May 5 I received several Emails from ** confirming the May 5th meeting and some emails samples of the types of opportunities available.When I tried to log into the ** application I couldn't because there password was incorrect. I submitted three requests for a reset and never received an email with the reset instructions.During my video conference meeting with ** account representative *****, I started by informing her that I couldn't log on because my password needed to be reset.Through the meeting app, ***** showed me the profile that was set up for me, which was a cut and paste from my Indeed profile.***** immediately stated that the best option was to pay the annual fee because it had the most robust functionality. I stated that I wanted to review the information and services offered in the free trial and would not consider the annual fee but possibly the monthly fee of $195.***** continued to try to get me to commit to the annual fee, but I reiterated that I wasn't interested. During the upsale discussion, I noticed a message that I was being recorded.I emphatically stated I have no interest in purchasing a service until I could review the application and would make my decision once the trial was over.I tried to cancel the trial but needed to enter the request online through the ** application. On may 5 at 115pm I called and email the ** customer service. No response

  

  Business Response

  Date: 05/19/2025

  We sincerely apologize for the confusion and frustration this member experienced. We understand how important transparency and clarity are during the registration and onboarding process, and we appreciate the opportunity to address the concern.
  

  The member registered for a 14-day free trial on May 2, 2025, which includes limited access to the platform and the opportunity to connect with an onboarding specialist. During the scheduled onboarding call on May 5, our representative discussed membership options, including our annual plan. It appears that during this call, the member was mistakenly upgraded to the annual membership despite clearly stating that they were not ready to proceed with that option.
  

  We take full responsibility for this error. Although our process is designed to ensure upgrades are made only with clear consent, in this case, its evident that the upgrade did not reflect the members stated intentions. Additionally, the member reported difficulty accessing the platform due to password reset issues, which added to their frustration. We sincerely apologize for the lack of timely response to their outreach on May 5.
  

  In light of these circumstances, we have issued a full refund of the $1,560 annual membership fee. The refund has been processed to the original payment method, and the members account has been canceled to ensure no further charges occur.
  

  We truly regret the inconvenience caused and are taking steps internally to ensure greater care is taken during onboarding calls moving forward. We value the members feedback and are committed to making improvements based on this experience.
  

  
  

  Customer Answer

  Date: 05/19/2025

  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:05/01/2025

  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 am submitting a formal complaint against AdvisoryCloud due to an unfair billing practice and the inability to cancel my membership despite multiple attempts.AdvisoryCloud offered a 2-week trial period. While I had the ability to schedule my onboarding call, the first available time they provided was after the 2-week trial window. As a result, I did not have full access to the platformparticularly the ability to join boardsuntil after the trial ended, since that access was only granted following the onboarding session.Despite not being able to evaluate the full functionality of the service, I was charged $195 at the end of the trial. I did receive an email 48 hours before the charge, but it is unreasonable to expect a customer to evaluate a service when critical features remain locked due to scheduling limitations imposed by the company.Worse, when I attempted to cancel my membership, I encountered repeated technical errors on the platform. I emailed my onboarding specialist three times and have yet to receive a response. This lack of support and the inability to cancel a recurring membership is unacceptable and appears intentionally obstructive.I have disputed the charge with my credit card provider and will ensure that AdvisoryCloud cannot charge my card again.I am requesting a full refund of the $195 and written confirmation that my membership has been canceled.I have attached a few documents. Email 1 was sent after my onboarding date, April 26. As you can see, I did not have full access as I was supposed to have during my free trial. Full access was granted to me at the conclusion of onboarding.Image 1 shows the email thread showing my attempts to reach someone.Image 2 shows the error I received when attempting to cancel my membership through their website.

  

  Business Response

  Date: 05/13/2025

  Thank you for the opportunity to respond to this complaint.
  

  Were sorry to hear this member experienced difficulty and frustration while using our platform. We genuinely strive to provide a transparent and accessible experience for every user and appreciate the chance to clarify and resolve this matter.
  

  AdvisoryCloud does offer a 14-day free trial, and we clearly state during registrationas well as in our Welcome email and 48-hour reminderthat the trial automatically transitions into a paid monthly membership unless canceled beforehand. The member received both the registration receipt (which included the exact date and time the trial would convert) and the reminder email 48 hours before billing, which included a direct cancellation link.
  While the onboarding call is a valuable benefit designed to help members get the most out of the platform, it is not a required step for trial access, nor is it a condition of the free trial. During the trial period, members have access to browse and join advisory boards. However, certain featuressuch as messaging other users, answering board questions, or participating in meetingsbecome active only after fully joining a board, which can happen during or after the trial depending on engagement and fit.
  

  Weve reviewed this members account and see that cancellation was not completed during the free trial period. The billing occurred as scheduled and in line with our posted terms. We understand the member later encountered technical issues while attempting to cancel, and we sincerely apologize for any inconvenience this may have caused. It also appears their messages to our team may not have been routed correctly, which we are actively investigating.
  

  With that said, as a gesture of goodwill and in recognition of the members dissatisfaction, we are willing to issue a full refund of the $195 but due to the active chargeback on the account, we cannot process any refunds until the chargeback is settled.  We have ensured that the membership is canceled and no future charges will occur.
  

  We take feedback like this seriously and are actively working with our development team to prevent similar technical issues in the future. Thank you again for the opportunity to respond.
  

  
  

• Initial Complaint

  Date:03/26/2025

  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.

  I had a free offer form them .At the end I told them I did not what any other service .Was told they would but my account on hold till I requested service. They billed my credit card for 2 months of service.

  

  Business Response

  Date: 04/09/2025

  We regret to hear that this member is dissatisfied with our services. Transparency and a positive member experience are top priorities for us, and we strive to ensure all members have a clear understanding of our policies.
  

  This member signed up for our 14-day free trial on 2/3/25. To ensure clarity regarding the trials automatic transition to a paid membership, we send a confirmation email at registration outlining the exact date and time when the first charge will occur. Additionally, we provide a reminder email 48 hours before the trial ends, which includes a direct link to cancel if the member chooses not to continue. Our membership structure is not based on usage, which is why we clearly state that fees are non-refundable and provide multiple reminders before billing.  Along with the email notifications, the member had to agree to our Terms of Service upon registration which states that our membership is subscription-based and non-refundable.
  

  However, in recognition of their concerns, we have refunded their payments in full.  We respectfully request this matter to be closed.  Documentation attached.
  

  
  

  Customer Answer

  Date: 04/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:03/10/2025

  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 am submitting a formal complaint against AdvisoryCloud regarding unauthorized and improperly disclosed charges to my account. For the past five months, AdvisoryCloud has been withdrawing funds from my account without providing any prior notification before the charges and without sending receipts after the transactions. As a result, these charges went unnoticed for 5 months. Had I received proper notifications or receipts, I would have canceled my subscription, as I have not been utilizing their services. When I contacted AdvisoryCloud to request a refund, they refused, despite my concerns about their lack of transparency and proper billing practices. They have agreed to refund the last charge but I am seeking full refund. I believe it is unethical for a company to charge customers without providing clear, timely notices and receipts. I am requesting a full refund for the unauthorized charges and an immediate cancellation of any future billing.I appreciate the BBBs assistance in resolving this matter and ensuring that AdvisoryCloud follows fair business practices.

  

  Business Response

  Date: 03/21/2025

  We regret to hear that this member is dissatisfied with our services. Transparency and a positive member experience are top priorities for us, and we strive to ensure all members have a clear understanding of our policies.
  

  This member signed up for our 14-day free trial on 8/22/24. To ensure clarity regarding the trials automatic transition to a paid membership, we send a confirmation email at registration outlining the exact date and time when the first charge will occur. Additionally, we provide a reminder email 48 hours before the trial ends, which includes a direct link to cancel if the member chooses not to continue. Our membership structure is not based on usage, which is why we clearly state that fees are non-refundable and provide multiple reminders before billing.  Along with the email notifications, the member had to agree to our Terms of Service upon registration which states that our membership is subscription-based and non-refundable.
  

  However, in recognition of their concerns, we have offered a refund of one payment which the member has accepted.  We respectfully request this matter to be closed.  Documentation attached.
  

  
  

• Initial Complaint

  Date:02/27/2025

  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 joined Advisory Cloud under their free membership. I was charged the first month's membership of $295 but I did not feel like the service was worth the membership or valuable to my career. I went to their website to try to cancel (they have a cancel at any time guarantee). On the cancellation page, I continuously received an error message. I then tried calling customer service. I got a recording saying they would call me back within two hours. I called several times and never received a call back. I sent an e-mail message to their customer service address and never received a response back. I scheduled a call with an advisor and received an e-mail saying she could not keep the appointment due to an emergency. The business premise of Advisory Cloud is questionable but their cancellation system is absolutely fraudulant. I was able to put a vendor block on my card through **************** but I still have received no communication from Advisory Cloud and still am unable to process a cancellation online.

  

  Business Response

  Date: 03/10/2025

  We regret to hear that this member is dissatisfied with our services. Transparency and a positive member experience are top priorities for us, and we strive to ensure all members have a clear understanding of our policies.
  

  This member signed up for our 14-day free trial on 1/28/254. To ensure clarity regarding the trials automatic transition to a paid membership, we send a confirmation email at registration outlining the exact date and time when the first charge will occur. Additionally, we provide a reminder email 48 hours before the trial ends, which includes a direct link to cancel if the member chooses not to continue. Our membership structure is not based on usage, which is why we clearly state that fees are non-refundable and provide multiple reminders before billing.
  

  We received a cancelation request on 2/24/25 via a voicemail through our system.  The cancelation was processed and confirmation was sent the morning of 2/25/25.  In reviewing her activity history, we were able to see multiple errors as she attempted cancelation on our site.  We have not had any other issues with our cancelation and deeply apologize for the inconvenience and frustration this caused.  
  

  With that said, our free trial allows you to cancel anytime prior to your first charge.  After becoming a paying member, you can again, cancel at any time prior to your next billing date to avoid another charge.  Per our Terms of Service, which the member agreed to at the time of registration, membership fees are non-refundable.