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:11/06/2024

  Type:Billing 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.

  Timeline and Context:October 14, 2024: I renewed my Advanced plan for a year at the legacy pricing, paying $718.15.October 24, 2024: After a trial of the Professional plan ended, my account was unexpectedly upgraded to the new pricing structure, resulting in a charge of $1,223.87 for the Professional plan. The initial $718.15 for the Advanced renewal was reimbursed as part of this upgrade charge.October 25, 2024: Partial refunds of $527.01 and $695.31 were issued by Pipedrive, and my account was downgraded back to the Advanced plan. However, due to this transaction, my account was shifted to the new pricing structure rather than reverting to the legacy rate, as confirmed by the account ****************************** Commitment and Pricing Misalignment:*****, the Pipedrive account executive, assured me via email that after the Professional plan trial ended, I would not be billed further, and my account would revert to the Advanced plan at legacy pricing with no additional charges until October 2025. However, instead of returning to legacy pricing, my account was moved to the new pricing structure, resulting in increased charges despite this commitment.Resolution Attempts:I made multiple requests for Pipedrive to restore my account to the original renewal price of $718.15 for the Advanced plan, covering the renewal period from October 14, 2024, through October 14, 2025. Pipedrive provided partial refunds and ultimately offered a 5% discount on the new rate, which does not fully cover the difference caused by the unexpected switch to new pricing.Requested Resolution:A billing adjustment to restore my original Advanced plan pricing of $718.15 for the renewal period from October 14, 2024, through October 14, 2025.

  Customer Answer

  Date: 11/08/2024

  Better Business Bureau:
  
  I have resolved the issue with the business through other communications in reference to complaint ID ********, and find the resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** *********
  
  
  
   
  
  

• Initial Complaint

  Date:09/27/2024

  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 requested a refund from Pipedrive today because after a few weeks, it is clear that I cannot make use of their service as planned. So far all of my interactions in email and in the chat on the website have been with AI. Someone from Sales replied to my webform inquiry with a general email inviting me to set up a sales appointment so I replied to that email. There hasn't been any contact with a person yet. I was recently awarded ***** funds for my business with the funding requirements being that the funds must be spent by the end of the month. With the time crunch, I was forced to sign up for the subscription quickly and learn as I go. I had planned to launch a client outreach campaign in a short amount of time and needed a platform to manage client contacts. I have never done this before and this is my first experience with a *** subscription service. I have not been able to make use of the platrform subscription due to a lack of clients/prospects and changes that have impacted the focus and priorities of my business. I requested a refund through the chat on the website and by email.I understand they do not typically refund subscription fees and I know how subscriptions work, but my situation is unique. I also know that they have the power to make an exception in unique circumstances. I am in a unique situation that is unlikely to happen very ******** a small business owner, I am hopeful we can work this out because there may come a time that I can use a service like this, and Pipedrive is who I would prefer. But, at the moment, the funds would make a huge difference placed elsewhere. I know that the Pipedrive mission is to help small businesses grow and its why I chose them. Please consider my request inspite of the terms and conditions that would typically apply to typical subscriber situations.

  Customer Answer

  Date: 10/04/2024

  Better Business Bureau:
  
  I have been contacted by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. I appreciate the opportunity to list my interaction with this company here and I appreciate their excellent customer service in this mattter. While I didn't speak directly with any staff, the interactions with email responses were helpful in the resolution as a busy small business owner.
  
  Sincerely,
  
  ***** ******
  
  
  
   
  
  

• Initial Complaint

  Date:08/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 minority owned woman business owner and a Pipedrive partner, I feel my previous partner advisor ***********************, has not been fair to me, she keeps making things very difficult for me by interfering and keeping my new partner advisor and the partner support team from helping me. I would like to get a referral link that I can use on my website like other *************** *************** is an Elite partner, he has a referral link along with many other partners that they use on social media and their website landing pages. ***** did not setup a referral link for me that I can use like she did for other partners. When I spoke to her on August 6, 2024, she admitted that she was supposed to setup the referral link and claims she must have forgotten to do it. Recently, my new partner sales manager ********* and *** on the support team both suggested that I use a referral link on my website and tried to enable it but unfortunately ***** interfered and stopped them. Now I am being told that I can only get a referral link if I sign a new partner contract. She is claiming that all partners were required to sign a new contract last summer because their lawyers dont like the original wording. I dont think it is fair to force partners to sign a new contract. I already signed one back in July of 2021, when I became a partner. ***** did not add us to the Partner directory, nor did she give us MDF funds or a referral link. I kept my word by creating a landing page for Pipedrive and I also put Pipedrive on the front page of our website but she was NOT true to her word and most importantly kept me from succeeding in the Pipedrive Partner program. My website gets a lot of traffic and Pipedrive has benefitted tremendously from it. I feel *********************** took advantage of the business. Pipedrive please do the right thing by giving me a referral link that I can use on my website and give me the same opportunity as other partners to grow my Pipedrive business.

• Initial Complaint

  Date:02/21/2024

  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.

  I signed up for a Pipedrive account for my company using my personal CC back in January 2022, The account was under my company email. In April/May of that same year, I left that company for another company and no longer needed the Pipedrive account. I contacted ******************** through their chat and asked them how to cancel my account and not be automatically charged a renewal fee the following year. They walked me through the cancellation steps and assured me that I would not be charged the next years during autorenewal. Everything was do through my company email and chat.Fast forward to Feb 2024, and I was checking my CC statement and I luckily noticed a $298.80 on 1/19/2024 from Pipedrive. So I checked the old 2023 statement, and sure enough $298.80 on 1/19/2023. So I alerted the company over my home email and they would not help me due to not being on the original company email. I explained to them that I did not have access to that email or any files from that company since I was not longer there, but it was my personal CC being repeatedly charged each year, even though I cancelled. They then asked me to log in to the Pipedrive account and close it again. I followed their instructions and closed it again, just as before, on Feb 14, 2024. They continued to refuse a refund for the two years that they erroneously charged me for. They also said that I had to communicate with them only through their online chat, not email.I contacted my CC company and have challenged the charges. They are processing that now.I still have no way of knowing for sure they won't charge me again next year, I have received no written confirmation that the account has been cancelled. I find this to be a very predatory business and advise anyone seeking a CRM to avoid them like the plague.Please help!!

  Business Response

  Date: 07/01/2024

  Dear ***********************, 
  Thank you for providing detailed information regarding the situation.
  After thoroughly reviewing the steps taken by our Support team, we can confirm that all Pipedrive processes were adhered to in accordance with our Terms of Service. As Pipedrive operates on a subscription basis, it is essential that cancellations are made prior to the renewal date to prevent automatic charges.
  Our investigation revealed that there were no prior emails or chats with support before February 15, 2024, indicating a cancellation request. Additionally, during recent interactions with our Support team, no evidence of such communication was provided. Furthermore, our billing system does not show any record of the subscription being cancelled before the renewal. Conversely, our records indicate that emails were sent to the billing contact, notifying them of the upcoming renewal and confirming the renewal after payment was processed.
  We can confirm that the subscription has now been cancelled and is scheduled to expire in January 2025.
  We understand your expectation of a different outcome and are sympathetic to your situation. However, we assure you that all internal processes were followed correctly. We hope this clarifies the issue.
  Sincerely,
  Yours sincerely,
  Pipedrive
  
  

• Initial Complaint

  Date:07/25/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 been continuously charged a monthly fee from a service/platform I never signed up for. After reaching out to them over the course of many many months, they are still charging my account. They only offered up the response that I should cancel my company credit card - which is ridiculous because I have many other services tied to that cc. However, after reaching a level of frustration, I did so and the company is STILL charging me. So it must be tied to ACH and they WILL NOT stop. I have reached out many more times and still no resolution and not refund. Do NOT do business with this company, it's fraudulent.

• Initial Complaint

  Date:04/06/2023

  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.

  Dear Sir/*****,On March 19th, I entered into a contractual agreement with Pipedrive for a one-year subscription of their software solution, which was marketed as being capable of populating customer databases with data from ******** *************** It has come to my attention that in order to fully utilize the software's features, additional tools, such as "LinkMatch" and "Sou DUX," must be purchased. Without these tools, the software has minimal functionality.Due to the lack of functionality and my inability to properly utilize the software, I have decided not to continue using the product. I have only used it for a period of 12 days since its purchase.In an effort to find an amicable resolution to the matter, I contacted Pipedrive's support organization and requested a pro-rated refund. However, I was informed that their policy does not permit refunds.Furthermore, I feel misled as the software was marketed as having a native integration with ********, when in fact, it requires a significant amount of manual work to achieve the desired results. This lack of native integration has left the software with significantly diminished functionality, and as a result, I should be entitled to a refund.I would appreciate your prompt attention to this matter and look forward to a favorable resolution.Yours sincerely,******

  Customer Answer

  Date: 05/01/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Pipedrive, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

  Business Response

  Date: 05/04/2023

  Dear ***** *******,
  
  Thank you for contacting us on this matter!
  
  We have looked into the customer's use case and discovered that the customer started a trial on the 5th of March 2023 and reached out to Pipedrive's support a few times between the 7th and 10th of March 2023 with questions about integrations that the customer wanted to do. The customer got the answers and stated in the 8th of March 2023 conversation that: "it seems that I will need 3 products to achieve my goal (Pipedrive, LinkMatch and DUX-Soup)". After acknowledging the need to have additional integrations for what the customer intended to do with ********************, the customer signed up for a one year plan on the 19th of March.
  
  As the customer signed up for a one year plan after a trial period during which the customer had already realized the need of having additional integrations, we unfortunately do not offer a refund. 

  
  With kind regards,

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

  Customer Answer

  Date: 05/05/2023

  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 am writing to follow up on my request for a refund for your product. As previously stated, my reason for requesting a refund is due to the fact that your product requires three additional third-party products to enable full functionality. Despite your response stating the same, I must emphasize that this lack of features is significant and renders your product incomplete and not fully functional.
  

  Although I gave your product the benefit of the doubt and paid for a year, it was a mistake on my part. As your response acknowledged, I had several queries that were not fully answered, and I had to go beyond the trial period to test the product's capabilities with the third-party tools, which did not suffice.
  In my opinion, your product's marketing approach needs to be more explicit in depicting its features and capabilities with platforms such as LinkedIn. It is unfair for customers to have to contact support several times to understand what works and what does not. This lack of transparency causes frustration and ultimately results in customers seeking refunds.
  

  My request for a refund still stands, and I strongly encourage your company to process it promptly. I believe it is essential to resolve this matter promptly and amicably, putting it behind us. Perhaps in the future, when your product is more mature and your customer service practices are more favorable, I may consider using your product as an alternative.
  

  Thank you for your prompt attention to this matter.

  Kindest regards,
  

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

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

• Initial Complaint

  Date:12/23/2022

  Type:Customer Service 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.

  Pipedrive suspended my account without warning and the reason given after the fact was unsatisfactory. It also took more than 2-3 hours to get the account back up and working despite the fact that it costs more than $100 a month. I had to spend hours trying to access the account because they shut it down. They would also not accept any accountability for the breach of service and their customer service was less than satisfactory. I would like a refund and an explanation.

  Customer Answer

  Date: 01/17/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Pipedrive, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

  Business Response

  Date: 02/06/2023

  We have just received your letter with Complaint ID #******** and for Pipedrive to respond adequately to the complaint within 10 days of the receipt, could we kindly ask for some additional information?
  
  Namely, we don't have any record of this person or his company in our systems. So for us to respond appropriately, we would need either an invoice number related to this complaint and/or the email address used to register the account.

  Customer Answer

  Date: 03/13/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Pipedrive, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

  Business Response

  Date: 04/24/2023

  Thank you - we have received the customer's details and can now provide you with the explanation that we have already given to the customer on December 19th:
  
  

  *****,

   

  ****** here contacting you on behalf of Pipedrive's management team. I understand you are looking for compensation for your time dealing with our support/resolving billing issue to your account.

   

  Looking into the case, I certainly understand the frustration caused by this. I can see that you made contact with our support earlier this morning and spent a few hours trying to get it resolved, all while and your colleague were unable to access the account.

   

  Pipedrive strive's to provide quick and accurate support. We apologize for the trouble you faced today in making your payment and will certainly use this case as feedback moving forward.

   

  From your first statement of the issue, our agent Joana diagnosed the issue correctly. Your VAT number needed to match either your IP address or your card issuer and did not. This is an expected security feature of ours called location validation.

   

  Following her diagnosis, there was back in forth between the two of you to get to the solution. We of course aim to diminish back and forth as much as possible. We understand time with support is time away from your business and always aim to help, not burden our clients. We hold our agents to a high standard, but we do also recognize that certain issue take time to resolve. In this case specifically, Joana did provide an accurate diagnosis immediately. As your addresses did not match, there is no way your billing would go through. You then however had technical issue's when trying to update the details which she needed to navigate. These technical issue's did not stem from our side so she then assisted in troubleshooting other tools on your device and continued communicating what was expected from our platform until the issue was resolved.

   

  Considering this, Pipedrive does not find a credit applicable to this case. Again, we strive to minimize resolution time in our support. We certainly will review this case with Joana and pull insights on how our performance could have been improved here. However, it is not realistic to expect immediate resolution for all technical issues. We are people who resolve issue's through information. It does take time for information to be communicated and we find today's resolution time appropriate given the situation.

   

  If there was anything else I could assist you with or help clarify, please let me know and I'd be happy to assist. Otherwise I wish you happy holiday's ahead.

  
  Hopefully this provides sufficient insight into the situation and how it was resolved.

• Initial Complaint

  Date:08/25/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Yesterday, I realized I no longer had access to my account I had created for my former business, opened in 2016. I was the person who established the account and primary shareholder. The company went out of business end of 2017 but the pipedrive account was being maintained by an ex partner through his credit card. In march of 2021 I changed the primary admin email to my own. To my knowledge, it was the only email on file and listed as the primary admin for all aspects (billing, operations etc)Upon realizing I did not have access I contacted pipedrive and ended speaking with a '******' who is apparently part of the management team. Everything he stated was guesswork, and instead of trying to rectify my issue he tried to cite 'confidentiality issues' and reasons why my account was closed. The main issue is that the individual who was paying for the monthly subscription passed away which I only recently found out about. I assume the credit card was cancelled and hence the reason for my attempt to access the account and change billing parameters. The only information I was given was that my account was 'permanently closed' due to non-payment. This is something I will not accept as I was not notified of it whatsoever. '******' assumed that billing notification was still being sent to my initial business email (that no longer exists) and there was nothing he can do. I know for certain I changed the email address and it is Pipedrive that experienced a technical issue in not sending the notification to the right email on my account.My request is simple. I want the data and account restored. I do not believe that a tech company will permanently purge data within a one year period. It is very valuable to me and worth approx $1MM. I advised in my emails attached that I will pursue legal action should Pipedrive not act in manner to assist me. I have no issue paying any fees associated within reason to accomplish this.I hope to achieve amicable resolution.