Complaints

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

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  Virtual Incentives LLC

  6 Depot Sq Cold Spring, NY 10516-3001

  
• 

  Virtual Incentives LLC

  PO Box 35 Cold Spring, NY 10516-0035

  

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:11/18/2022

  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.

  In April 2022, I registered for an account on Virtual ************* to redeem the $25 electronic gift card I was given for taking a survey with the ** ***** of ******* I activated my account and used my card once or twice. I had funds left over and when I checked in November 2022, I noticed that VRC closed my account and confiscated my funds. The code used was "SUP-*****: Unload funds for expired cards". I was not informed about any expiration date upon registration nor was I contacted/warned about the funds expiring before this action was taken. When I reached out to VRC customer service and explained the issue, ****** responded and claimed that once a reward expires, they cannot reactivate or reissue the award. I now see from past BBB complaints that this is their modus operandi. I don't understand how this company can remain in business when they steal people's funds without remorse.

  Business Response

  Date: 12/16/2022

  Dear Sir/Madam:

  
  Virtual Incentives provides reward and incentive card fulfillment on behalf of our clients, in this case, the ******* of ******* We fulfill such rewards in compliance with our clients program terms and do not have the authority to deviate from those terms without client authorization.
  
  In the case of this program, the Virtual **** Incentive acquired by the complainant, *******************************, was provided through a program offered by the ** DOH and was an incentive to fill out a survey for a "CHS Study." The Incentive had a 180-day link expiration within which time, the card had to be claimed. Once claimed, the Incentive expired in 6 months. ********************** was notified of the Incentive terms twice-- in the registration email, and in the terms and conditions associated with and issued with the Incentive. A copy of the reward email is attached hereto. You can see at the bottom that the 180 day link expiration and 6 month card expiration are clearly disclosed.

  Please note that this was not a gift card, but rather an incentive to participate in a survey. In contrast to gift cards, Incentives can have terms associated with them them, such as expiration dates.
  
  We apologize if ********************** feels that her concerns are not being addressed, however, we are required to adhere to the terms of the program as set by our client. In this case, the program terms do not allow us to reissue expired Incentives.

  
  Thank you and again,

  *************************

  General Counsel

  Virtual Incentives

  Customer Answer

  Date: 12/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I'm unable to view the attachment this person is referencing in their response. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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