ComplaintsforBiggerPockets, Inc.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was billed and annual subscription which at the moment I do not need. I followed up with the procedure that I was told, I cancelled my subscription and called to request the refund, nobody has respond, I keep getting the same response, (if you want to cancel your subscription, go to billing) I did this on Saturday; nobody picks up the phone, there is an eternal message, I need this matter to be resolved; I am a retired senior, you charged me $424 dollars , which I cannot afford, please get back to (I need a refund of my money)

  Business response

  03/04/2024

  Thank you for leaving your review and we're sorry for the experience you had. When signing up for a BiggerPockets membership, our members agree to our Terms of Use by manually clicking a button on the signup page stating that all our memberships are on auto-renewal unless you cancel prior to your renewal date, and we do not offer full refunds after your membership has been renewed. If you cancel after your renewal and want a refund, we let you know our refund team is only available during business hours Mon-Friday, 9-4pm MST which is why you weren't able to connect with anyone on a weekend. Requested refunds after your renewal is equal to the difference and we keep your membership active through that month and are not charged again.

  We make sure to send all our members a renewal email 45 days prior to renewal to remind you of the upcoming renewal and give you the option to cancel so you aren't charged again. 

  All our members can cancel their paid membership in their profile settings, or by reaching out to our support team. Please feel free to reach out to us again for more information at *********************************** Have a great day!

  
  

  Customer response

  03/11/2024

  Thanks the issue was resolved . Thanks again, *****************************

• Initial Complaint

  02/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Canceling recurring subscription. Only received partial refund.

  Business response

  02/09/2024

  Thank you for leaving your review and we're sorry for the experience you had. When signing up for a BiggerPockets membership, our members agree to our Terms of Use by manually clicking a button on the signup page stating that all our memberships are on auto-renewal unless you cancel prior to your renewal date, and we do not offer full refunds after your membership has been renewed. If you cancel after your renewal we refund you the difference and keep your membership active through that month. We make sure to send all our members a renewal email 45 days prior to renewal to make sure you're aware of the upcoming renewal and give you the option to cancel. If you would like to discuss this further with a support team member, please email us at *********************************** Have a great day! 
  
  

  Customer response

  02/10/2024

   
  Complaint: 21269140
  
  I am rejecting this response because:terms of use is deceptive. Everyone has to click on that agree box in order to receive the service, regardless. Since I have not used the service, a full refund should not be out of the question. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  01/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company automatically charged a full years subscription renewal despite cancelling the same day of renewal notification via their website.

  Business response

  01/12/2024

  Thank you for leaving your review and we're sorry for the experience you had. All our memberships are on auto-renewal unless you cancel prior to your renewal date. We state this when signing up for an account and in our Terms of Service all our members are required to read and agree to. We also send reminder emails 45 days prior to the charge giving the option to cancel your membership before the renewal if you choose.  Please feel free to reach out to us at ********************************** if you have any questions or would like to speak further. Have a great day!
  
  

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  7/11/23 I was misled by the salesman and I signed on to the bigger pockets featured agent program which has turned out to be a disaster and not at all how it was sold to me. The leads aren't prescreened or vetted in any way shape or form as I was led to believe. They are not quality leads as I was led to believe by the sales rep. I was scammed out of 4k for this trash. The support hasnt been there like the sales person claimed. They didnt even give credit for all the bad leads like the sales person claimed they would. Reaching out to support didnt get me any where. They could care less of anything as long as they got paid upfront and its not right for them to have people lying and misleading for the sale and don't provide what you have been sold on. This ordeal has left a bad taste in my mouth for the company as a whole when i used to like reading the forums.

  Business response

  11/03/2023

  We are so sorry to hear you had such a negative experience on BiggerPockets. Please feel free to reach out to us at ********************************** so we can get your valuable insight on how to make our member's experience better. Have a wonderful rest of your day.

  Customer response

  11/03/2023

   
  Complaint: 20770349
  
  I am rejecting this response because:

   

  Its only a generic response that offers no solutions and does not address the issue. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  10/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I would like to file a complaint against BiggerPockets. Please note that there was a membership that I paid in year 2022 for 1 year of membership services. However, I did not want to extend my membership beyond what I paid for and I sent a message through Bigger Pockets on September 10, 2023 to cancel my membership. I did not receive a response from them and so I sent 3 to 4 additional messages through their website on September 11, 2023. On that day, I did receive an email stating that they are sorry to see me go and to request they would need the following information:- first and last name - email address - the reason you are requesting a refund The refund process takes up to 48 hours, and you will receive a receipt in your inbox. All refunds take 3-5 days, depending on your bank. We will only refund accounts that have been canceled through the ****************** page.I canceled my account through ****************** page and then I filed a dispute with my bank because I did not hear from BiggerPockets. Please note that the new membership would have began on September 11, 2023 and based on my cancelation request they should have refunded my money back. To date, I have not heard from anyone at BiggerPockets and I had to file an additional complaint with my bank and dispute the charge they charged on my account.

  Business response

  10/05/2023

  Thank you for leaving your review about your experience and we're sorry for the inconvenience you have gone through with your refund. Looking back through your correspondence with our Support team, it looks like you never canceled your membership on your profile which is why we weren't able to continue the refund process. We state we cannot refund memberships that are still active on the website and we sent directions and links to cancel your account. We see you then disputed the charge the day after, and sadly we aren't able to access any charges once there is a dispute until after the bank is done investigating the charge, which can take over a month. We will be happy to refund you once the bank removes the hold off the charge. Please feel free to contact our support team to make arrangements for this. Have a great day!

  Customer response

  10/13/2023

  This matter has not been resolved with Bigger Pockets and no one requested any additional information from me, so I am not sure why it was closed. Please reopen the case.

  Customer response

  11/06/2023

  Hi BBB - i just received the refund from bigger Pockets and so I no longer need your assistance in this matter. Thank you for your attention and assistance in this matter.

• Initial Complaint

  09/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I thought I had already canceled my pro account with **********************. Without any notice, I received a bill for subscription renewal for $312. I don't have much money in that account that it was drawing from because I'm struggling right now, and I'm pretty sure it would've put me in into overdrawn status and I would have had penalties if they process that payment. I immediately emailed them and asked them to please cancel the subscription renewal. In that email, they had my name, my email address, and the reason for cancellation. They kept pushing back and telling me that I had to follow the procedure of giving them my name and email address and reason for cancellation. I told them that they had it yet gave it to them again, and they still refuse to issue a refund. I had to stop payment with my bank, which cost me $15.

  Business response

  10/01/2023

  Thank you for your review and Im sorry for your experience. All our memberships are on auto-renewal unless the member cancels prior to the renewal. When a member signs up for a BiggerPockets account our members agree and click a button that they have read our Terms that state this. All our members have access to cancel their membership from their profile at any time and are sent reminder emails regarding renewing memberships. We offer refunds to our members after following our refund process, which is the responsibility of our members to complete.

  Customer response

  10/01/2023

   
  Complaint: 20676049
  
  I am rejecting this response because:

  I already attempted to cancel my subscription several months ago because I don't use the service, and I thought the cancellation went through.

  BiggerPockets does not send advance notice about subscription renewals, so I was only notified about the $312 charge after it was already initiated.
  

  Because I thought I had canceled the subscription and did not know the charge was upcoming, this $312 was unplanned for and ******** my account.

  I immediately reached out to their support asking for the charge to be canceled/reversed. My initial email to them included the following information: my name, my email, and the reason for cancellation.

  Instead of processing the refund and canceling my subscription, they pushed back and told me that they still needed me to send them my name, my email address, and the reason for cancellation, even though that was already provided to them.
  

  I emailed them again and included all that information yet again, spelled out as clearly as possible, and still did not receive a response.

  Because they didn't respond, I had to contact my bank and ask for them to stop the payment, which incurs a charge of $15, and that $15 would've been less than the fees associated with overdrawing.

  Throughout my experience working with BiggerPockets, their support not only refused to act on information already given to them, but continued to place the onus on me, the customer, who did everything a reasonable customer could have done. It is their own bad processes, buggy technology, and lack of communication and poor training of their customer service reps that created the situation.

  Even the response to this claim shows a complete and utter lack of responsibility on their part.

  I want an actual apology and I want them to take responsibility for their failure to provide the level of customer service that they advertise.

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

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Apparently an auto yearly subscription button was checked incorrectly or unbeknownst to me. You do not have my permission to charge my credit card again Credit my **************** card immediately.

  Business response

  07/14/2023

  Thank you for leaving your review and we're sorry for the inconvenience. 

  All our memberships are on auto-renewal unless you cancel your membership from your profile prior to renewal. As a member, you state you have read our payment Terms of Use that we include on our sign up page when you click the button regarding payment. 

  Please reach out to us at ********************************** to start the refund process. 

• Initial Complaint

  12/04/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Unsolicited mail that is approaching harassment. Several offers to buy our house, which is NOT for sale and is not listed. The latest involves pictures of the house, which is not OK. I already know what my house looks like.Mail comes from a ************************* (and www.biggerpockets.com) at a *********** address of *********************************************************.

  Business response

  04/05/2022

  Thank you for your feedback, and letting us know of your concern. BiggerPockets never tries to purchase homes, sends soliciting emails, or advertises any type of deal making. We are concerned by this email and it sounds like this is a spam email not generated by us at BiggerPockets. Please reach out to our Support team at [email protected] as soon as you can so we can resolve this. Thank you! 

  Customer response

  04/07/2022

   
  Complaint: 16330105
  
  I am rejecting this response because:

  BiggerPockets won't take any action.

  From their support department email:

  "
  Sorry, we don't intervene with member actions outside our site. 
  
  
  If you have a concern with the person, it would be best to reach out to him directly and talk about it.
  Sincerely,
  
  *****************************

  Customer response

  04/11/2022

  Here is a response from biggerpockets.com.

   

  Hi ***********************,
  
  Sorry, we don't intervene with member actions outside our site. 
  
  
  If you have a concern with the person, it would be best to reach out to him directly and talk about it.

   

  There is no point in talking to them further.

  Business response

  04/28/2022

  Thank you for letting us know about your concern, as we take these issues very seriously. BiggerPockets does not try and purchase homes, contact members, or try to make sales. We never reach out to our customers and respect the privacy of each member. This person does not work for BiggerPockets, nor has BiggerPockets given this person any of your information. We highly suggest you reach out to this person and ask them to remove your information for their system. We are so sorry for the experience you have had. 

• Initial Complaint

  07/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I did not start a subscription with this company. This is now the second time now I have had issues with this company. I was charged starting in may 39 dollars then charged another 39 last month and I dont know if they are a scam with this other company foreclosure.com but my charges started I noticed the same month that I got a subscription for foreclosure.com. I simply want my money back.

  Business response

  04/05/2022

  Thank you for your feedback, and we are so sorry for the inconvenience. We have a monthly PRO membership that is $39 a month, which sounds like you might have unknowingly signed up for. Please email our support team to get this fixed. Its very rare that we will deny refunds related to recent charges, and our support team is extremely responsive (youll hear back within 30 minutes during business hours). Their email is, [email protected]. We are so sorry again, and we look forward to speaking with you!
  

• Initial Complaint

  07/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Tried to cancel my premium account subscription multiple times starting in March of 2021, and then again twice in June and July of 2021. All 3 times I was told my account was downgraded and I would not be charged for any more months of their premium subscription. Yesterday, I logged into my bank account and noticed another $99 charge from BiggerPockets with a subscription receipt for another month of premium. Emailed them again yesterday asking for a refund and to again confirm my membership is cancelled, did not receive a response. Today, I log into my bank account and see 2 more charges for $99 each from BiggerPockets. Not sure what is going on over there, this is completely unprofessional. Attaching a screenshot from my bank showing the 2 charges today.

  Business response

  04/05/2022

  Thank you for your feedback, and we are sorry for the experience you have had. Our Premium team is usually very responsive so we will look into where this miscommunication might have taken place and better our experience for our Premium members. Please feel free to reach out to the support team at [email protected] and we will get the issue resolved. We look forward to speaking with you soon.

*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. ↩