Complaints

This profile includes complaints for Survey.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Survey.com

  1 Beacon St Boston, MA 02108-3107

• 

  Survey.com

  615 S College St Charlotte, NC 28202-3354

• 

  Survey.com

  535 Mission St Fl 14 San Francisco, CA 94105-3253

• 

  Survey.com

  220 NW 8th Ave Portland, OR 97209-3503

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:03/28/2023

  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.

  I have done several jobs for this company and have had trouble with almost every one. The app never worked properly so it was difficult to complete a job the way they wanted. My issue is that they misrepresented how much money I would have to spend on a particular assignment. I questioned the validity of the job because the app refused to let me see details. After the rep told me the basic details, I accepted the job. What should have costs me ******************************* 211 dollars. Not only did they reimburse me in the form of INCOME payment, I had to pay to get my money, along with additional fees I was not told about. So, now I have to pay income taxes on the money I spent in the store since they are saying its income. And then to have to pay a fee to withdrawal my money is ridiculous. They owe me a good bit of my money back. I never made any money off any job since I always had to return due to an app error. This job ended up costing me way more than I made. I have attached proof they wouldn't let me view the project as well as a surprise message explaining the new fees. I had been told by a representative who recorded the call, that the 211 dollar reimbursement is going to be recorded as income, so they have the proof on that.

  Business Response

  Date: 03/29/2023

  Dear User, 

  First, we appreciate the level of detail and your dedication with the use of our app, thank you for reaching out to contact us further. We are sorry to see that your experience with the app has not been great. In reviewing the specific location you are speaking of, the project overview provides the below details, so we can help set the best expectations. Each store location may vary in the amount of product, so the average cost per store is listed to help our users make the decision to claim the visits. 
  

  - Take pictures of the products and record requested information
  

  - Purchase the products and take picture of the receipt 
  
  
  **Please note, for this visit you are required to purchase ALL the available stock of Stuffed Puffs. If you are not willing to buy, please do not claim this job. Not complying with the purchase will IMMEDIATELY invalidate your visit**
  Estimated unit price is $1.24 - Expected average purchase per store $35
  
  **Reimbursements are approved within 48 business hours of visit upload**

   

  In further review of your account, you were paid in full for the visit and your reimbursement was also paid out, within 24 hours of your uploaded information. Please note that the message you received from the agent is accurate. Any payment requests made are subject to the ****% of the requested payment and the insurance fee is 1.3% of the requested payment. This is a total of 2.95%. 

  Reimbursements on the other hand are handled a little differently as we want to ensure all of our users receive their full payment back. Due to Openforces deductions reimbursements generate a 3.1% commission that will be paid out to you on the first business day of every month, to ensure you receive your full reimbursement. On Monday 4/3/23 you will see a payment called "********* Fee Payment (Reimbursements) from Survey.com" which is the 3.1% commission that ********* originally took from your request. 

  We do appreciate and value your feedback as we are always looking to improve. We are happy to answer any and all questions you may have to help your user experience

   

  Thank you for all that you do. 

   

   

  Customer Answer

  Date: 03/29/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I do not understand the 3.1% commission. What does that even mean? You are going to pay me an additional 3.1%? I haven't seen that. 

   
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  April

   

   

  Business Response

  Date: 04/04/2023

  Dear User, 

   

  We're happy to help explain further and apologize that there is still confusion. The 3.1% commission that we add back for reimbursements accounts for the funds that ********* takes when you request payment due to the ******************************* and fees. Here is the breakdown for any reimbursement. 

  3.1% is the commission we give back to ensure full payment is received.
  
  If a rep had a $5 reimbursement:
  
  $5 * ****% = $0.15 in fees
  
  $5 * 3.1% (the commission we add back) = $0.16   ****% fees = $0.16. 
  
  

  The 3.1% allows all reps to receive their full payment back, as you can see from the above breakdown, even with the fee deduction from *********. Please note that you will see your ********* ************************ on your account today, Tuesday 4/4/23. 

   

  Thank you and please feel free to reach out to us at our main support line for any additional questions or concerns at #************

  Customer Answer

  Date: 04/06/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  No additional monies were added to my account on Tuesday. It is now Thursday and my balance is still zero. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  April

   

   

  Business Response

  Date: 04/18/2023

  Hello BBB, 
  
  We are reaching out in regard to complaint #********, submitted by ***********************. We're sorry to see that there is still confusion on this matter and are looking to provide further details. ***** completed the Stuffed Puffs project on 3/12/2023 and was paid $12.00 for the job. ***** spent $211.42 on the purchases required to complete the project objective. On 3/12/2023 a reimbursement in the amount of $211.42 was added to her account. Due to *********, our third-party payment provider and only payment method, taking ****% in fees, Survey.com pays an "********* Fee Payment (Reimbursements)" at 3.1% to ensure that the users receive their full payment back. The "********* Fee Payment (Reimbursements) from Survey.com" is applied on the first business day of each month. 
  
  As responded withing the BBB ticket, this was applied to *************************** account on Tuesday 4/4/23. Please see attachments of the payments submitted for April. 
  
  We hope that this email helps to provide further insight and confirmation that this user was paid in full for her reimbursement. 
  
  Please let us know if there is anything further that *** be needed from our end. 

  Customer Answer

  Date: 04/18/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  
  I still have not gotten reimbursed for those fees! And I will have to pay income tax on the 211 since it was reimbursed as income. This site is a scam  

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  April

   

   

• Initial Complaint

  Date:03/09/2023

  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.

  The company is fraudulent when paying independent contractors. The payment is wrong. Employees are kicked out of the store and are not authorized to work these assignments. The employees that work in the customer service center harass the contractors while inside the store.

  Business Response

  Date: 03/10/2023

  Hello, 

   

  We appreciate you reaching out to bring your concerns to our attention. We're sorry to see that this is your experience. Here at Survey none of the payments issued by Survey.com are fraudulent. Payment terms are fully disclosed prior to the visits being accepted by our independent contractors. By accepting an assignments or claiming a store, you are entering into a binging legal agreement with Survey.com to provide the deliverables for the payment specified in the project description. Failure to upload the complete deliverables may result in all or a portion of the payment being withheld.

  As an independent contractor there may be situations where you are asked to leave. In cases such as this Survey.com is transparent in providing the best practices to ensure our independent contractors are set up for success and are provided with the best practices. These best practices ensure our independent contractors know how to navigate the situation and politely communicate with the store employees, so they can remove themselves from the location. All information must be documented within the survey to show what happened at the store. 

  Survey is here to support and we highly encourage you to reach out to us directly at our support line ************ so we may address any additional concerns you may have. 

• Initial Complaint

  Date:03/07/2023

  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.

  I complete assignments and keep documents of every day I work once the assignments have been completed they change the amount that was promised to me or don't pay me for the full amount of time I was there working and when I ask to speak to someone other than an employee taking phone calls they refuse to give me a number. In the last 12 months they have took over $1300.00 in money I have earned.

  Business Response

  Date: 03/08/2023

  Hello, 

   

  In review of all completed work on the platform, we can see that some locations were not completed with the required satisfactory deliverables. Deliverables are the photos, videos, audio files, text-based comments, and information generated during the store visit that will be delivered by Survey.com to a client. Failure to upload and complete deliverables may result in all or a portion of the payment being withheld. Each of the visits that were uploaded were reviewed and paid out accordingly based on the deliverables uploaded by the user. Within each survey the application lists all tasks required to complete each visit. For any visit, the user agrees to use their best effort to complete all tasks such that the deliverables are satisfactory to us and the Survey.com client. By accepting an assignment or claiming a store, the user is entering into a binding legal agreement with Survey.com to provide the deliverables for the payment specified in the project description. 

  If the deliverables do not meet the requirements it may result in all or a portion of the payment being withheld. 

   

  We appreciate your continued support and all work completed on our platform. Please feel free to reach out to our Support line at ************ for any questions, we are always happy to assist. 

• Initial Complaint

  Date:11/27/2022

  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.

  I did several assignments for this company. The payout varied. Conveniently the ones that were rejected were $25+. The ones that were approved were also conveniently $10. For the ones that were rejected I was asked to correct what didn't need to be corrected and complete tasks that were not in the instructions. I am not ever doing anything on this platform again. However I wish to be compensated for my time and gas and lack of payment that I did not receive. I estimate about $225 is what I am owed.

  Business Response

  Date: 11/28/2022

  Hello,

  We are sorry to see that this was your experience using our app and working the visits. In review of the visits that were invalidated, the Survey asks that you capture all Liquor Floor Displays as per the instructions. While you did a nice job of taking a front photo, all other sides of the required displays were missing. Some of the photos taken were taken at an angle, cutting off parts of the displays. The specific surveys that were invalidated call for photos that are straight, clear, and high quality, in order for us to use the data. For these reasons, there is a display training that helps you to prepare for the survey, we have attached a photo of what this looked like in the Survey. All visits were put back on the list for you to return to the store with detailed instructions on what needed to be added, along with a photo capture guideline video, to further help show how to take the pictures. Unfortunately, you did not return to the store locations to finish the survey. 

  Thank you, 

   

  Survey.com