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:09/21/2023

  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 am a customer of **********************'s hosting service, and have been for a year. I paid in advance for the first year, as it was conducive to our needs at that time to do so.A few times before renewal, I attempted to proactively change the subscription to a monthly pay that would occur at the time of renewal. This was not possible every time I sought it, and still was not again as of this moment while I continue seeking a resolution to this problem. Bubble is the first and only ******************** I have ever encountered where changing your payment frequency is not just difficult, but is nearly impossible. With nearly every other SaaS in the US, you are presented with 1 or 2 options, consistent with ************************ guidance on honest business dealings when offering subscriptions:1) Change/cancel to take effect on last pre-paid date automatically, and/or 2) Change now, pro-rate the days, and charge/refund the difference Bubble's borderline predatory practice on this topic does neither. It is not possible to change between annual pay and monthly pay, and my requests to do so have been rejected to date.At first glance this appears to be a software issue, but I'm afraid the issue may run deeper in Bubble as a cultural characteristic as to how they approach honest business dealings (i.e., making it impossible to change in the ** proactively is intentional, because they view making this difficult as an effective way to keep users by making it incredibly difficult to make changes). This predatory policy is worsened by not offering any proration when a user needs to make plan changes, and prepayments are forfeited and a user can find themselves seemingly paying for the same service twice due to all the intentionally placed frictions. When my legal team last reviewed this topic, they not only found such practices dishonest/unfriendly, they concluded it to be potentially illegal in parts of the US.I suppose Bubble's response will indicate their cultural view here.

  Business Response

  Date: 09/28/2023

  Bubble's support team has been working directly with the customer to figure out the next best step. 
  
  We are OK to refund, but realize that the user is still actively using the app. Therefore, a refund will automatically trigger the downgrade which means a temporary downtime. Further, the customer is on legacy pricing which ********************** stopped offering since this April. A refund/downgrade means that the user will lose access to this legacy plan and have to select one of the new pricing plans if the customer would like to switch to monthly. 

  Bubble's support team has offered several tips on how to optimize the workload. We are waiting for the reply from the user regarding the next step - be it refund, to switch to another plan, or to continue.