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:10/02/2025

  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 charged twice without notice and authorization. The company states such charge notices will come by email, but it did not in either case.I never used the product after initial sign-up to a free trial in July, 2025.Invoice numbers are: ************* & ************** *'m looking for my money back, nothing more.Contacted the company twice by email as instructed on refund 'how-to' webpage, with no response.I will take this to consumer protection agencies and elsewhere should it not be refunded.Initial email:"I just checked my credit card and see I've been charged ***** & ***** (CAD) by **** ***** 10, Sep. 10), although I've never used **** since setting up an account in (*JULY*).I was never told nor notified I would be charged and did not receive any "reminder emails when your trial is about to ****** profile should be under: EMAIL: ******************* and/or a private relay email address to an Apple iCloud email.Payment method last 4 digits: *********: ***** (??) ********. Please let me know if you need any other information."

  Business Response

  Date: 10/03/2025

  Thank you for bringing this matter to our attention. We take user concerns seriously and have thoroughly reviewed this account.

  Upon sign-up, all customers are presented with our Terms and Conditions (***********************************************************************), which outline our billing practices. Specifically, customers cannot enter and submit their card details without proceeding through a page that explicitly states: "By providing your card information, you allow Clay Software to charge your card for future payments in accordance with their terms." This authorization is required before account creation can be completed.

  Contrary to the customer's statement, our records show that a trial expiration reminder email was sent to the customer on August 7, 2025, prior to their first billing on August 10, 2025. This notification was sent to the email address associated with their account in accordance with our standard practices.

  We have reviewed all communication channels and found no record of any cancellation request from the customer using their registered email address ******************** prior to the disputed renewals on August 10 and September 10, 2025. As no valid cancellation request was received, the subscription remained active and continued to provide full access to all **** features during this period. We are not aware of any other email addresses the customer may have used to contact us.

  Our records indicate that the customer did not reach out to request a refund until after filing this complaint. We have clear refund request procedures outlined on our website, and had we received a timely request through appropriate channels, we would have addressed it promptly.

  We remain committed to resolving this matter fairly and invite the customer to contact us directly at ************************* so we can discuss potential solutions.

  Customer Answer

  Date: 10/14/2025

  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 would like to resolve this amicably, however the tone of the response makes it hard to do so.

  Moreover it is false that I did not reach out before making this complaint. In fact, as the attached screenshot shows, I sent 3 emails, on September 30, 2025 at 4:57?PM, October 2nd at 10:37 and October 7th at 12:30pm, requesting an explanation and refund, per the exact instructions on ****** website.

  Interestingly, **** did not note in their response that my account was not used ever since my initial sign-up until my refund requests. Which, according to their refund policy on their website, is considered in refund requests

  As a business owner myself, it does not make sense to me to pursue trivial amounts of money from customers when they clearly did not use your product beyond the initial sign up of a free trial period (literally seconds-minutes of looking at the dashboard). But perhaps **** operates on a different philosophy. 

  This is a matter of principal to me and I will not accept anything less than a full refund (if you can even call it a refund given the product was never used). If **** is unwilling to simply resolve this I will initiate claims with the consumer protection agencies in my jurisdiction, as I have stated all along.
  
  I've double checked my inbox and no reminder emails arrived. I did initially receive marketing spam from **** however. 

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

  Business Response

  Date: 10/27/2025

  We'd like to provide clarification on several points to ensure complete accuracy and understanding.

  When we noted that we found "no record of any cancellation request from the customer using their registered email address ******************** prior to the disputed renewals on August 10 and September 10, 2025," we were specifically referencing whether a cancellation request was received before those renewal datesnot whether the customer contacted us before filing the ******************** complaint on October 2nd.

  Our refund policy, available at *************************************************************************, states that refund requests must be submitted within 7 days of a charge, provided there has been no account activity during that period.

  For the August 10, 2025 charge, the 7-day eligibility window was August *****, 2025. The customer's refund request on September 30, 2025 fell outside this timeframe. Similarly, for the September 10, 2025 charge, the eligibility window of September *****, 2025 had also passed by the time we received the request.

  Clay is a subscription-based platform where all features and functionality are accessible immediately upon purchase and remain continuously available 24/7 throughout the active subscription period. From August 10 through September 30, 2025, the customer's account remained fully active with complete access to all premium features.

  While account usage is one factor we consider in refund decisions, the primary consideration in this case is the timing of the request relative to our policy. As with any subscription service, there are operational costs associated with maintaining active accounts (including infrastructure, data storage, security, and platform availability), regardless of individual usage patterns. We trust that, as a business professional, the customer understands these fundamental service delivery considerations.

  We apply our policies consistently to ensure fairness for all customers. These policies are designed to be clear and transparent, and we believe they have been correctly applied in this situation.

  We genuinely value customer satisfaction and remain open to further dialogue. However, based on the facts as presented, specifically that the refund request was submitted well beyond our stated 7-day policy window, we are unable to process a refund at this time.

  We appreciate the customer's understanding and remain available should they have questions about our policies.

  Customer Answer

  Date: 10/28/2025

  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:

  Hello,

  While I do appreciate the explanation, it remains that I was not notified of either payment period. As I've communicated with **** * **** over email, it is not my fault or responsibility that ****'s emails bounce or end up in spam. In fact the excessive marketing emails I did receive upon the free trial sign-up probably resulted in this.

  Thus, the facts remain unchanged:

  - the product was *never* used.

  - Re: Costs to run SaaS businesses: these are minimal, especially at a large corporation like ****. Even moreso for users who don't use your product; in fact ****'s social network model makes money because I joined as a user, the more people join the more profitable they are.

  - I received no notification of future payments either month, and thus I went unaware that I was being charged a significant amount monthly. Consent must be informed and timely.

  Like most **** ********** as I'm sure **** can appreciate, I have a busy life and use multiple products. I don't keep meticulous records in my head of free trials I've used and expect that businesses do the right thing, when a customer unwillingly and unknowingly is charged beyond a free trial, when it is clear they are not using the product. **** should have record of both 1. any email notifications of upcoming payment 1. either bouncing or 2. not being read by me. They would also have record of me never using the product beyond the seconds-minutes I looked at the dashboard upon my free trial sign-up.

  The most honest of companies even automatically cancel subscriptions for users who aren't logging in/using the product. The bare minimum is to refund them when this is brought to their attention.  

  This is beyond reasonable, and this is why I won't settle for anything other than a full refund. At this point it's wasting my and ****'s time and would be economical to do so anyways. 

  *****

   

   

   

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

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

  Business Response

  Date: 11/06/2025

  The customer states they were not notified of payment periods and suggests our emails bounced or ended up in spam. However, our records indicate that the customer unsubscribed from our email communications after receiving our trial renewal notification. This clearly demonstrates that our emails were successfully delivered and received. The decision to unsubscribe from these notifications, which are specifically designed to inform users of upcoming charges, was the customer's choice.

  We cannot be held responsible when a user opts out of transactional notifications and then claims they were not informed. Managing email preferences and monitoring active subscriptions is the responsibility of each individual user.

  The vast majority of subscription services, including *******, *******, ******** Adobe, ********* 365, and countless others, operate on automatic renewal models without advance payment reminders for each billing cycle. This is the established industry standard for subscription-based services, which are designed to provide continuous, uninterrupted access to platforms.

  The suggestion that our operational costs are "minimal" misunderstands the nature of running an enterprise-grade SaaS platform. Regardless of company size, there are substantial costs associated with infrastructure, security, data storage, platform maintenance, and customer support, all of which were made available to this account throughout the subscription period.

  While we maintain that our policies were correctly applied and that the customer had the tools and information necessary to manage their subscription appropriately, including the email notifications they received before choosing to unsubscribe, we have decided to issue a full refund as an exception in this case.

  Customer Answer

  Date: 11/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, if and only if the full refund is issued to my bank account.

  Unsubscribing from daily marketing spam should not unsubscribe a customer from potential billing charges. Any suggestion that I purposely ignored billing updates, given my complaint here, obviously doesn't make any sense. **** is fortunate I'm not asking for more than a full refund for wasting my time and energy on this matter.

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

  
  

• Initial Complaint

  Date:05/30/2025

  Type:Sales and Advertising 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.

  Clay ****** website is publishing a profile about me containing false and defamatory information, including a fabricated work history, without my consent:******* ***** **************************************** They were instructed to remove all information related to the profile of ******* ***** immediately and permanently.Publishing inaccurate employment information without my consent constitutes violations of my privacy rights, defamation, and misrepresentation.I requested Clay ***** to respond by:Immediately and permanently remove of all information on their website pertaining to me.Delete all stored data related to me from their servers, databases, backups, and any third-party platforms.Identify and disclose any third parties with whom this data was shared or sold without my consent.

  Customer Answer

  Date: 05/30/2025

  Better Business Bureau:
  
  Clay Earth was able to respond and remove the inaccurate personal information from their website as I requested and therefore complaint ID ********* resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* *****