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:04/18/2025

  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.

  I started using UpLead during a free trial. I thought the platform might be useful so I was prepared to pay for one month of additional access to the platform. Unbeknownst to me, and conspicuously absent from all communications I received during the trial period, after my trial I was charged for one YEAR of access, not one month. The charge for this service totaled $890. As a small business with limited funds, this was not only unwanted, but disruptive to my business. I immediately reached out to them and was told they DO NOT provide refunds under any circumstances. This felt like fraud so I reported it to my bank. They looked into it and determined that, while clearly unethical, UpLead did not break a law and could not return my ********, here I was with this account I didn't really need or want but now had access to. So, after a few months I tried logging into the account to at least get my money's worth out of it. HOWEVER, I was blocked from logging back in. I reached out to customer service who told me my account was "under review" due to the dispute. I told the ** agent that this dispute had ended months ago and now it would seem the company is penalizing me for having the gumption to try and rectify the situation in the first place.I was told there's NOTHING that can be done. This means that I could likely never be let back into my account that I paid $890 to access, which would of course complete the full grift from this ridiculous company.

  Business Response

  Date: 04/25/2025

  Hi *****,
  
  Thank you for bringing this to our attention.
  
  Were happy to confirm that this issue has been resolved, and the $890 has been fully refunded to your original payment method.
  While we do have a clear no-refund policy in placeoutlined in our Terms & Conditions and communicated during signupwe always aim to approach each situation with understanding and flexibility. In this case, after carefully reviewing the circumstances, we made the decision to issue a full refund as a courtesy, despite the initial restrictions posed by the dispute.
  
  To clarify the timeline:
  
  When a charge is disputed, the funds are automatically frozen, and our ability to process a refund is limited until the dispute is fully closed.
  Even though the credit card provider may reach a decision, there is often a delay before this decision is reflected by our payment processor, which unfortunately extended the resolution timeline.
  During the dispute, access to the account is temporarily suspended, as there is no guarantee that the payment will be released back to ***
  Once the funds were returned to **, we promptly processed the full refundeven though doing so went against our published refund policybecause we genuinely want to do right by our customers whenever possible.
  
  We understand how frustrating this experience was for you, and we sincerely apologize for any inconvenience it caused.
  Your feedback has been shared internally, and our executive team is currently reviewing your concerns and evaluating our no-refund policy to better align with customer needs and ensure a more seamless experience moving forward.
  
  If theres anything further we can assist with, please dont hesitate to reach out.

• Initial Complaint

  Date:11/14/2024

  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.

  I have not used the subscription or service in over one year. I did not recall that they setup the service with auto renewal. After not using it for one year, I do not think it is fair to charge me $1790 for a service not used. It is a very high dollar amount with no reminders that this was going to happen.

  Business Response

  Date: 11/15/2024

  All customers agree to our terms and conditions upon purchase, which includes the auto-renewal clause. This is designed to maintain a seamless experience without interruptions in service for our customers. As outlined in the terms, t's important for customers to inform us at least 60 days in advance if they choose not to continue.
  
  **********************************************************
  

  Customer Answer

  Date: 12/04/2024

   
  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.   However, there were tokens/Credits I had paid for when I opened the account unused and upon canceling the new year subscription, up lead takes all the credits.   I believe that is a way to make customers feel pain in canceling subscription.   I appreciate my money being returned, but it was a subjective decision I had to escalate to management.   Hence, there are other customers that are likely not as fortunate.   I still do not agree with business practices for their customers.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:10/19/2023

  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.

  Uplead attempted to charge us for a renewal fee. We were deeply unsatisfied with their service and product. When we asked them to return the renewal fee, they rejected our request and explained that it was not permitted. Even though we haven't used their service for over a year and have no plans to continue, they are still adamant about charging us for another year's service. This is predatory sales.

  Business Response

  Date: 10/20/2023

  I want to begin by expressing my sincerest apologies for any inconvenience you may have experienced with your recent renewal. When you first chose our service, you agreed to our terms and conditions, which do include an automatic renewal clause. This clause is designed with your convenience and peace of ************, ensuring that your service remains uninterrupted.
  
  In light of your specific circumstances, we understand that this might have caught you by surprise. We immediately processed a full refund of the $890 charge, an exception to our usual policy.
  
  We hope this resolution satisfies you. We appreciate your feedback and will certainly seek to improve our customer experience in the future. 
  
  
  

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Uplead's service for a year from 12.29.2021 to 12.28.2022. After the year of service I decided not to use their service for the following year due to not using the service enough to justify the spending. So on the last day of my service with Uplead(12.28.2022) I requested cancellation and got a confirmation email stating that the service has been cancelled. Much to my surprise, I found out that Uplead has charged me $1,439 for another year of service on 12.29.2022 even though I have cancelled the service and when I reached out to them their response was that they have a no refund policy. After several email requests, they were willing to refund me 20% of $1,439 "out of courtesy" which is unacceptable since I have done nothing wrong. Uplead has charged me AFTER I cancelled the service and they will not issue a refund even though it is clearly mistake on their part. I believe this is a fraud and demand a full refund. Please review the uploaded email conversations for proof

• Initial Complaint

  Date:12/19/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  A trial was initiated by my 7 year old very tech savvy daughter on my phone. My phone has everything saved and auto fills- email, passwords, card info, phone numbers, etc. And seeing as my passcode to my phone is ****, that's all that is sometimes required to make a purchase. The company withdrew $800 from my checking account and I don't even know what the company is or does or their purpose. I contacted them asking to speak with someone and they told me to schedule a phone call. I asked for a refund and they said no. I contacted my credit union and they filed a dispute.

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a yearly subscription with "Uplead". The product or SaaS does not deliver as advertised. When you filter by company size it does not actively work. I work with small to midsize companies and when I filter by that size I get large size company results. I saved my results on the feature this software has and the next day it disappears. I am not getting what I paid for, I feel like this is a beta stage software.