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:09/04/2026

  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.

  I am a contract tester for Applause/uTest. I successfully completed the REMOVEDtesting project on Monday August 31st under an established timeline to be paid via a virtual gift card within 48 hrs after completion of testing. The reward vendor, Tremendous, has confirmed to me in writing that the payment shell is ready, but stating that Applause has failed to release or fund the batch on their end. I have reached out to the Test Manager and submitted a formal support ticket, but the funds remain wrongfully withheld. I am filing this complaint to demand that Applause immediately fund and release my established payment to Tremendous

  Business Response

  Date: 09/08/2026

  Hello: Thank you for letting us know. We immediately inquired internally and determined that in fact there was a technical error that caused the delay in payment and that it will be correct as soon as possible as we issued it on Sept 4th. REMOVEDof Applause will be reaching out to the complainant shortly to confirm this is all resolved. 

• Initial Complaint

  Date:08/22/2026

  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.

  My case # is CS0094788, and I am trying to gain access to my Tester ID REMOVED(@REMOVED) account. After trying to reset my password through the site and using the Utest Tester Support email, I don't receive the email to reset my password. I have checked my Spam/Junk email, and it is not there. I have spoke with the Utest Support through a case #/ticket (documentation attached) because I have communicated multiple times my issue, and the personnel is no assistance. Since I am unable to login to my original account, I can't create a case # and I can't get a response from their Support Team. I am requesting for a temporary password to be sent to my original account (under Tester ID REMOVED, so that I can get access to my original account. This has been a frustrating experience for a simple request.

  Business Response

  Date: 08/24/2026

  We regret any inconvenience and can assure you our uTest Support team has been advised and will be reaching out to rectify this situation in the coming days. Thank you for being a valued tester in our community. Applause and uTest.

  Customer Answer

  Date: 09/03/2026

  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 # REMOVED. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am still unable to login to my account.  Unfortunately, I cannot reset my password either.  It has been a few weeks and no updates of my account access.  The above response doesn't resolve the issue.
  
  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,

  REMOVED

   

   

  Business Response

  Date: 09/09/2026

  we have escalated internally and will address and respond ASAP.

• Initial Complaint

  Date:06/19/2026

  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.

  Utest was supposed to pay me $100 on June 15th. I see the money is actively pending but should have been distributed to my REMOVEDaccount on 6/15 for a study performed weeks in advance.

  Customer Answer

  Date: 06/30/2026

  I have not heard from the business in response to my complaint. This bank and their customer service is extremley incompetent. They are simply lying saying that a payment was made on 6/30/2026, but it is not reflected in my account. Continuous deception and manipulation, for a $10 zelle payment is ridiculous. 

  Business Response

  Date: 06/30/2026

  Hello: we promptly issued payment to REMOVEDabout learning about this matter and appears to have satisfied the complainant. We regret any inconvenience. 

• Initial Complaint

  Date:05/18/2026

  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'm REMOVEDdob REMOVEDI did a utest wearables focus group in REMOVED05/15/2026 I completed the whole 3 hours of the group literally after completion of the focus group I received an email stating I did not attend I reached out to a few workers they did respond but they not trynna pay me for the time I did knowingly I explained all the steps we took during the focus group

  Business Response

  Date: 05/18/2026

  Thank you for making us aware of this apparent misunderstanding. We have paid the $150 owing and regret any delay.Thank you.

  Customer Answer

  Date: 05/18/2026

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #REMOVED. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  REMOVED

• Initial Complaint

  Date:01/20/2026

  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 INVITED TO DO AN ASSIGNMENT FOR UTEST ON 12/31/25 @2:00 p.m. IN REMOVED. I SHOWED UP AND THROUGH THE PROCESS IT WASN'T ENOUGH PEOPLE FOR THE ASSIGNMENT I WAS CHOSEN AND WAS TOLD THAT I WOULD STILL BE COMPENSATED. I'VE WORKED WITH THEM BEFORE AND RECEIVED COMPENSATION IN ONE DAY. THIS TIME I WAITED 2 WEEKS AND STARTED CONTACTING SUPPORT TO NO AVAIL. I DON'T KNOW WHY BUT I KEPT TRYING TO NO AVAIL. ALL I WANT IS WHAT I'M OWED AND NOTHING ELSE.

  Customer Answer

  Date: 01/31/2026

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #REMOVED. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  REMOVED

• Initial Complaint

  Date:01/08/2026

  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 filing this complaint regarding a confirmed in-person appointment for [REMOVED] Project DaVinci (REMOVED) on Wednesday, January 7, 2026. I received a formal confirmation for a $150/2-hour session. Most critically, I received a same-day reminder email only 2 hours before the start time (11:30 AM) (see the attachment), reaffirming the appointment was valid. This induced my reliance and travel to REMOVEDUpon arrival, I was turned away due to overbooking. While uTest requires a 48-hour cancellation notice from testers, they effectively canceled me on-site. This double standard caused unnecessary travel costs and lost time. A small "goodwill payment" is insufficient for this bad-faith management.I am seeking a total settlement of $210.00:$150.00 (Full original session fee as I was present and ready).$60.00 (Compensatory damages for Manhattan round-trip travel and 2+ hours of wasted time).I acted in good faith based on your repeated confirmations. I expect uTest/Applause to honor their commitment and compensate for this logistical REMOVEDReference: VEYV-RFTE-HOZF Booking Time: Wednesday, January 7, 2026, 11:30 AM

  Business Response

  Date: 01/09/2026

  Thank you.

  We wish to inform the complainant that they agreed to the turn-away possibility when they accepted the test cycle: we communicate transparently the possibility of being turned away in the email invitation prior to booking and in booking confirmation / reminder email notifications.  There are multiple reasons  "overbooked", including tech issues, lack of moderators, or booking additional slots to ensure we have all seats filled.  This is common practice and is communicated  to testers before and after making their appointment.  See attached image for verbiage included in the project invitation email and comms from the REMOVEDpage.  Please see disclaimer in red in the image attached here. Further, we clearly communicate our policy:

  Turn-Away Policy
  We do our best to accommodate everyone and sometimes, due to the nature of the pre-production devices we are using, we may not have enough active devices or more testers show up than we have resources to test. Because of this, we offer a partial turn-away payout if you arrive on time for your appointment and you are unable to participate due to the rooms being full or for any reason we are unable to accommodate you. If you are turned away, we welcome you to reschedule your appointment and we will make every effort to prioritize you upon your return. REMOVEDis not responsible for issuing turn-away payments as a result of delays caused by inclement weather or delays in private or public transportation.

   

  As of today we issued the complainant the stated $30 turn away fee. via a gift card Regards, Applause

  Customer Answer

  Date: 01/09/2026

  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 # REMOVED. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have reviewed the businesss response and I do not accept it as a satisfactory resolution of this complaint.
  The businesss reply focuses almost entirely on repeating internal policy language and general disclaimers, rather than addressing the substance of the complaint. The issue is not whether a turn-away possibility was mentioned in advance. The issue is whether the business can knowingly and intentionally overbook appointments and then shift the resulting operational risk and losses to consumers who arrive on time and comply with all requirements.
  The business admits that overbooking is a deliberate practice used to ensure full capacity. This is a controllable business decision, not an unforeseeable or unavoidable circumstance. Disclosure of a possibility does not constitute meaningful consent for consumers to absorb losses caused by the companys own resource allocation choices.
  Additionally, the $30 turn-away compensation was issued as a non-cash gift card. This form and amount of compensation is inadequate and does not reasonably account for the actual harm incurred, including time lost, transportation costs, and scheduling disruption. A restricted gift card does not represent fair or equivalent compensation.
  The business also characterizes this practice as common, but commonality does not make a practice fair or acceptable. Repeating a policy does not resolve concerns about whether the practice itself is unfair or shifts risk disproportionately to consumers.
  Notably, the business has not directly addressed why consumers should bear the consequences of intentional overbooking, nor why compensation is limited to a minimal, restricted payment rather than a reasonable remedy.
  For these reasons, the response does not resolve my concerns. I respectfully request that BBB keep this complaint marked as Unresolved and require a substantive response that addresses the fairness of the business practice, not merely a restatement of internal policies.
  
  FAQ
  
  Regards,

  Chinghao

   

   

• Initial Complaint

  Date:12/27/2025

  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.

  Hello,I was a victim of scam - as a freelancer I was not paid by this company.Instead of original 33 videos they made me do 80 and last day of deadline they rejected all these 80 videos not to pay me. Two members of team confirmed the videos I needed to submit, and last day during deadline late in the evening they decided to reject all my work accomplished as a contributor. Videos contained my face, and they rejected my request not to use videos due to withdrawn consent (I was not compensated for video shooting and usage) the usage and possession of videos is therefore illegal. There was no cohesive response and rejection to compensate or delete videos with me. They claim to represent a large social media client. I am not even sure they do actually represent that client. Anyway, these illegal labor practices happen in the name of that client.

  Business Response

  Date: 12/29/2025

  Hello-Please be advised that Applause and uTest made clear to the complainant through our consent process for submission of personal data that any withdrawal of consent and decision to revoke consent must be made directly to the customer for whom we provided contact information consistent with applicable law. The complainant is again directed to kindly submit their request directly to the customer who will process it directly. As for payment, we issued the full $70 today. 

  Thank you. Applause 

  Customer Answer

  Date: 12/29/2025

  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 # REMOVED. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Hello,

   

  I received a completely different message today from the project team saying that I don't have to contact Meta directly in order to withdraw my consent. 

  Anyways, I have contacted the Meta address in the contract (not sure if it's even legit), and they have provided no official answer, so I am rejecting this resolution. Attaching it for evidence. 

  Also, no payment was provided. 

  
  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,

  Sasha

   

   

  Business Response

  Date: 01/05/2026

  We regret that there is apparently a misunderstanding as we attach evidence of payment. We also contend that the contact information provided to contact the customer about any data  access or deletion is fully legitimate and appropriate. We have reached out repeatedly and as of December 30, 2025, my internal client REMOVEDconfirmed the following: "She reports receiving the payout this morning, and also obtained a reply (not confirmation, just acknowledgement) from REMOVEDabout her data deletion request."

  Thank you.

• Initial Complaint

  Date:11/25/2025

  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.

  My name is REMOVED(uTest ID: REMOVED, email: REMOVEDI am writing to formally dispute the termination of my account and the cancellation of my pending REMOVEDDetails Test Cycle: Project Guardian Test Cycle #REMOVEDDate/Time of Payment Notification: September 23 at 7:04 AM Amount Owed: $100.00 Project Payment ID: REMOVEDReference ID: REMOVEDEvidence: Screenshots of confirmation emails (attached)Statement of Dispute I strongly disagree with the accusations made against me concerning location masking and falsification of information. I have not engaged in fraudulent activity, nor have I intentionally violated your guidelines. Denying payment for completed work that was submitted in good faith is unjust.Request for Resolution I respectfully request:A clear definition of what your team considers location masking, since this was cited as the basis for your decision.A formal review of my case.Fair compensation for the completed work.The opportunity to meet with your representatives in person to ensure transparency.If this matter cannot be resolved directly, I will be submitting a formal complaint to the Better Business Bureau (BBB) for independent review.I look forward to your prompt response.Sincerely, REMOVED

  Business Response

  Date: 11/26/2025

  Dear REMOVED,
  Thank you for reaching out with your concerns regarding your account termination and pending payment of $100.00 for Test Cycle #REMOVED, "Project Guardian." I have reviewed your case and can provide the following explanation for our decision. This is a particular situation where a customer directs us to provide the deliverable tied to the location of a user.
  Our records indicate that your tester profile listed a REMOVED, REMOVED, residency. However, a review of your platform login history showed the use of three different IP addresses spanning REMOVED, REMOVED, REMOVED, REMOVED, and REMOVED, REMOVED. Furthermore, two of these IP addresses were flagged with a high fraud score for using a VPN, which is a direct violation of our Terms of Use.
  In the context of the Project Guardian test cycle, which had strict geographical requirements, payment is contingent upon verifiable location. Your account was suspended on or around September 2nd pending proof of your actual location, which you did not provide over a period of two months. Consequently, your account was terminated on November 17th.
  Because the data collected under these circumstances cannot be used by our client, and because you failed to provide the necessary location verification after multiple requests, we were justified in denying payment for the services. Our decision is based on a violation of our terms regarding location masking and proof of residency.
  We consider this matter closed and will not be taking any further action to review or reverse the decision.
  Sincerely, Applause Legal.
  

• Initial Complaint

  Date:10/21/2025

  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.

  My oily issue is that its been a month since I completed my project finally today the payment shows up on my account but I cant even have access to it until the 31st which is 10 more days I submitted my entries promptly but the client took forever to review everyones submissions now we have to wait almost another two weeks! I think this is unfair you have our work and they have used it payment should be issue immediately understand that you guys make payments on the 15th and the 31st but in a situation like this where its taken over a month almost payment should be made immediately. Im sure I speak for other people when I say that we do these projects for the extra money we do them promptly and we do them efficiently and we spend time working hard to do them. Theres no reason we should have to wait this long for Payment.

  Business Response

  Date: 11/06/2025

  Hello: I understand that as of October 23, 2035 we spoke again with the participant, and we were told that we satisfactorily resolved her issue. She volunteered to withdraw the BBB complaint and stated she was satisfied with the resolution as well as our efforts to work through her concern. We don't see this matter as an open issue. Thank you.

• Initial Complaint

  Date:09/30/2025

  Type:Order 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 took my study group on September 24 2025 and have still not been paid on my payment method of REMOVEDfor payment date September 30th 2025 . Please ask the company to issue me my payment on REMOVEDtoday On Sept 30 2025 as said they would.

  Business Response

  Date: 09/30/2025

  Dear REMOVED; We certainly regret any misunderstanding but your payment via REMOVEDwas always set to issue today- 9/30/25.

  Our community team indicates that you participated on 9/24/2025-thank you.

  Payment was issued to his account same-day. Today is the first payday since you participated.  You were provided the following information in his pretest communications:
  "Payments are transferred to your linked REMOVEDon the 15th or last day of each month. If one of those scheduled paydays falls on a weekend or holiday, payment will be transferred to your REMOVEDon the following business day."
  
  REMOVEDtransfers are generally completed on payday by ~4:00(ish) EST, whenever REMOVEDcompletes batching them out. 

   

  Thank you. REMOVED, General Counsel

  Customer Answer

  Date: 09/30/2025

  Can you leave this open until they issue the payment on REMOVED;

  Email address for REMOVEDis 

   

  REMOVED 

   

  It's all correct I really need to access my money I haven't ate at all today and I am hungry.  If it's 4pm then please issue the payment I am so broke right now and very hungry and worked all day and didn't eat lunch and kept thinking it would issue the payment please issue it. I'm so hungry and need groceries.  God bless. Thank you for the response. I'll drop this immediately once it's paid at 4pm or hopefully before. 

   

   

  Business Response

  Date: 10/08/2025

  Hello REMOVED: We understand through our employee REMOVEDthat after repeated efforts to contact you and ensure payment was complete and satisfied that as of last evening, October 7, 2025, you confirmed you are all set and would close this complaint. Thank you again for working with us to ensure this is fully remediated, REMOVED