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Business Profile

Digital Media

Vimeo

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Digital Media.

Complaints

Customer Complaints Summary

  • 99 total complaints in the last 3 years.
  • 44 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/10/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    On 2025-03-04, I subscribed to the Vimeo Starter plan using the email address ********************** Shortly after, I encountered issues with my account and opened ticket number #******** on the same day. Due to the excessively slow response time, and the lack of resolution, I made the decision to close this account on ********************** following the closure of the first account, on the same day of 2025-03-12, I subscribed to the Vimeo Starter plan again using the same email address ********************** On that day, I submitted a new ticket request #******** that was merged to #******** and #********, requesting a full refund for the initial subscription, given the unresolved issues and the account ********** has now been almost 3 months since I submitted my refund request, and I have received no serious response or resolution. The amount I'm asking for is CA$188.16, and the nature is they shouldn't charge for a service they are not providing.I hope this clarifies, and let me know if you have any question.Thanks!*****

    Business Response

    Date: 06/10/2025

    Hey team,

    We will reach out to the user internally and we will try to help the user.

    Best,
    ********************** Support

    Customer Answer

    Date: 06/14/2025

    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 and the matter has been resolved.

    Sincerely,

    ** ****



     

  • Initial Complaint

    Date:06/07/2025

    Type:Product Issues
    Status:
    Resolved
    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 problem is with ********** Inc. I have been user while more than 6 years with a Pro subscription (paid) and this year when I paid my online annual subscription on March, 2025, the web platform had a deceptive function and I was charged twice upgrading my subscription from Pro Plan to a Business Plan mistakenly, so I ask in the Vimeo Chat and email for this problem where I explained this to ask for a solution and get back my money of Business Plan and the company never responded. Three months later in June, 2025 I received an email notice that my account was downgraded to a Basic Plan (Non-Paid) and all my video files are not available now, and also No Money was returned, and I dont know why this happened, so I tried to contact again with the support team of Vimeo, by web chat and email but Nobody respond to me. So I feel upset and disappointed about this company and the fraudulent process Im living with them. For that reason, Im looking help with BBB to try to solve this problem with Vimeo, because I dont know how to proceed. These are my Vimeo support ticket: ******** Thank you so much for your help.********* *****

    Business Response

    Date: 06/09/2025

    Hey team,

    We will reach out to the user internally and we will try to help the user.

    Best,
    ********************** Support

    Customer Answer

    Date: 06/10/2025

    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 and the matter has been resolved.

    Sincerely,

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



     

  • Initial Complaint

    Date:06/06/2025

    Type:Product Issues
    Status:
    Answered
    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.
    On April 19 I upgraded my account from Plus to Pro that offered a 30-day free cancellation policy. On April 28, I followed the directions to cancel but it only turned off the auto-renew function and would not allow me to cancel and return to my original Plus account. I reached out to customer service that day and ********************** responded asking for confirmation. I agreed that, yes, I would like to return to Plus and receive the refund for the amount I paid for Pro. On April 30 Vimeo replied saying they were working on the refund. On May 1 I still had not received and refund and my account was still Pro. I wrote again. May 4 they replied:Hi ****, My name is *** and we are sorry for the inconvenience.Our team is actively working on a known technical issue whereby we are unable to refund an upgraded plan (Pro to Plus). We hope to find a resolution as soon as possible. We will update you as soon as we have more information and thank you for your ************* regards, *** This continued all through the first two weeks of May, with Vimeo saying there is still a technical issue.I am still waiting on the refund, but not receiving any replies to my three emails asking for an update since May 14.

    Business Response

    Date: 06/08/2025

    Hey team,

    We will reach out to the user internally and we will try to help the user.

    Best,
    ********************** Support

    Customer Answer

    Date: 06/12/2025

    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 have reached out to them several times, they have replied only with "we're working on the issue". I just need a refund at this point.

     

     

     

     

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


    Sincerely,

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




     

  • Initial Complaint

    Date:06/02/2025

    Type:Product Issues
    Status:
    Answered
    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.
    This company keeps sending me emails, even though I've asked them to unsubscribe. All I want is see these emails to stop.

    Business Response

    Date: 06/02/2025

    Hello there,

    Thanks for getting in touch with us.

    I reviewed your request and tried to find any complaint in our system. Unfortunately, I cannot see any ticket/request raised regarding your concern. I recommend you to please raise a request/complaint ticket by visiting ******************************************************* we will be happy to help you further.


    Regards,
    Vimeo Support

  • Initial Complaint

    Date:05/27/2025

    Type:Billing Issues
    Status:
    Resolved
    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 recently disputed transactions on my Citibank Card for ********* because I paid for a service/product that I never received. I reached out to Vimeo's ************************ times and they failed to remedy the issue and most times, did not respond. Once I disputed the transactions on my Credit Card, Vimeo took the time out to respond to Citi Cards (not their actual customer) and accused me of FRAUD. That is slanderous and egregious and they should be ashamed of that accusation when I paid $300 for a service I never received and STILL DO NOT HAVE TO THIS DAY. $300 that I can not afford to just throw away. Please see the details below:**3/14/2025 I was billed $108 for a Vimeo Plus Plan (email/receipt attached)**04/02/2025 I upgraded my Vimeo Plus Plan to the Pro plan for an additional $197.62 to use the ON DEMAND software feature which was only available on the PRO. (email/receipt attached)**April 6th, 7th, 8th I reached out to Vimeo via their chat and emailed support multiple times because the On Demand feature was not working. The feature that I upgraded to the $300 plan for.**4.8.25 - They responded requesting screenshots of the issue - which I provided. Nothing was fixed or addressed. **4.9.25 - Vimeo sent an email saying they were sending the ticket to product specialists. Never heard back. (email/receipt attached)**4.13.25 - After I disputed the PRO ($197.62) charge for non-working service, I got an email notification saying my account was DOWNGRADED to BASIC (free). (email/receipt attached)**4.13.25 - I disputed the PLUS plan charge ($108.00) since VIMEO completely downgraded my account to the free version. (email/receipt attached)**5.19.25 - The Vimeo Product Specialist finally reaches out to assist in fixing the PRO account issue. I told her that my account was already downgraded to Basic. ***The Vimeo Product Specialist affirms*** that my account was REFUNDED for the charges. (email/receipt attached)

    Business Response

    Date: 05/27/2025

    Hey team,

    We will reach out to the user internally and we will try to help the user.

    Best,
    ********************** Support


    Customer Answer

    Date: 05/28/2025

    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:

    Vimeo reached out to me last night with comflicting information claiming that I was refunded already for the charges. That is not true. The chargeback for $108 + $197.62 was REVERSED because Vimeo responded to Citi Cards accusing me of committing fraud which is still in dispute. It's slanderous and predatory for them to reach out to me saying that you've happily refunded me, but then to reach out to my ******************* saying that I was committing friendly fraud and demanding a reversal of the chargeback. With that being said, I don't have the service/product, nor do I have the money I paid for it. I've paid $305.62 and received nothing. I feel totally taken advantage of.     

    **The letters from Vimeo to Citi Cards accusing me of fraud and the letters notifying me of the chargeback reversal are attached. 

    Also, please see the email that they sent last night after I filed a complaint and my response.

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

     

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


    To date, I have paid $305.62 for a PRO plan that I do not have


    All the best, 


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

     

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


    Sincerely,

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




     

    Business Response

    Date: 06/11/2025

    Hey team,

    We have reached out to the user internally.

    Best,

    ********************** support

    Customer Answer

    Date: 06/12/2025

    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 and the matter has been resolved.

    Sincerely,

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



     

  • Initial Complaint

    Date:05/13/2025

    Type:Billing Issues
    Status:
    Answered
    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 a loyal Vimeo customer and content creator since 2011, using the platform to host, share, and embed thousands of short films produced for nonprofit organizations. Since June 26, 2020, I have maintained a paid Vimeo Pro subscription, with my most recent annual payment of $240 made on June 25, 2024.However, on April 16, 2025, my paid account was unexpectedly downgraded without prior notice or explanation. As a result, ***** of my videos were deleted, and essential featuresincluding the ability to download existing or newly uploaded videoshave been removed. This sudden disruption has had a severe negative impact on my business. Clients are now reporting missing content, and I have suffered financial losses and reputational damage.I have made multiple attempts to contact Vimeo to resolve this issue, but I have received no meaningful response, and communication has ceased entirely.I am requesting the immediate reinstatement of my Pro account, including full restoration of all deleted videos and associated account features. *********************** failure to provide notice, support, or a resolution is unacceptable and has caused significant harm to my business.

    Business Response

    Date: 05/13/2025

    Hey team,

    We will reach out to the user internally and we will try to help the user.

    Best,
    ********************** Support

    Customer Answer

    Date: 05/22/2025

    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:

    While I appreciate that Vimeo has finally restored my account, the resolution provided does not adequately address the disruption and financial impact caused by the account being inaccessible for an entire month. The offer to extend our subscription by one month falls short of compensating for the significant losses incurred, including business disruption, financial loss, and damage to client relationships.

    At a minimum, a full refund for one month of service is warranted. A subscription extension does not equate to meaningful compensation for the tangible harm experienced during the outage. I respectfully request that Vimeo reconsider its response and offer a remedy that more appropriately reflects the extent of the inconvenience and loss suffered. 


     

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


    Sincerely,

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




     

    Business Response

    Date: 06/01/2025

    Hey team,

    We will reach out to the user internally and we will try to help the user.

    Best,
    ********************** Support

  • Initial Complaint

    Date:04/16/2025

    Type:Product Issues
    Status:
    Answered
    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 freelance filmmaker and use Vimeo.com professionally to share my films and submit them to festivals. Back on October 18, 2024 I paid my usual yearly membership fee for my Vimeo Pro membership ($261.30)which allows me to post the necessary amount of videos I want for my business. On January 31, 2025 I received a random charge on my credit card from Vimeo.com for more than double the amount of the yearly Vimeo Pro membership ($522.60). At first I tried to go through Vimeo support to get this resolved but because I don't have an "Enterprise Elite" membership I could not contact their phone support and could only use their email support. It took weeks for them to finally issue a reimbursement and they only did so after I went through my credit card company. Flash forward to today, I received an email from vimeo.com that my Vimeo Pro membership expired and I have lost access to 15 of my video uploads. If I wanted them back I would have to pay an additional $261.30. I immediately contacted the Vimeo support email and let them know of the issue. It has been hours and no word. I have a new film I have spent thousands of dollars on submitting to festivals who only have access to the vimeo link which now does not work. Each minute that this issue is unresolved is direct money out of my pocket. On top of that I should still have 6+ months of the membership I paid for back in October of 2024. This is the final straw and I don't know what to do.

    Business Response

    Date: 04/18/2025

    Hello there, 

    We have received user's complaint and we will be responding to the user within 2 hours directly to the support ticket they have raised with us.

    Regards,

    Vimeo Support

  • Initial Complaint

    Date:04/15/2025

    Type:Product Issues
    Status:
    Resolved
    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 setup a trial paid subscription with Vimeo. On the scheduled date I cancelled it but received no notice that it was cancelled. I tried to find a phone number or chat to use but couldn't find one. Then I got an auto reminder to cancel but it came in the date I would be charged. I tried again to cancel but my account was charged. I wasn't able to use the service for the type of project I had.

    Business Response

    Date: 04/29/2025

    Hello there,

    Thanks for getting in touch with us.

    I reviewed your request and same has been already processed. I cannot see any ticket/request raised regarding your concern. I recommend you to please raise a request/complaint ticket by visiting ******************************************************* we will be happy to help you further.

    Regards,
    Vimeo Support

    Customer Answer

    Date: 05/01/2025

    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 and the matter has been resolved.

    Sincerely,

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



     

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