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:08/27/2025

  Type:Product 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 Better Business Bureau,I am filing this complaint against Vimeo****** regarding their failure to respond to multiple refund requests for an unwanted auto-renewal charge.On August 22, 2025, my credit card was charged $326.63 (including tax) for the auto-renewal of Vimeos Standard Plan. I did not authorize this renewal. Once I noticed the charge, I immediately canceled my subscription. Despite this, Vimeo processed the renewal fee.Since that date, I have made repeated good-faith attempts to contact Vimeo customer support to request a refund. My messages have gone unanswered, and I have not received acknowledgment or ************* addition, Vimeos customer service is extremely poor. The process of canceling a subscription is unnecessarily difficult to navigate and not straightforward. Their customer support phone number is non-functional, and the company makes it nearly impossible to reach a representative for timely assistance. By the time one is able to cancel, the renewal has already processed, and no one responds to repeated refund requests.Pertinent Account Details:Account email: *************** Plan: Standard Plan ($300/year, plus tax)Renewal Date: August 22, 2025 Charge Amount: $326.63 Merchant order ID: ********** Transaction ID: ***************** Given that I have not used the renewed services and canceled immediately upon noticing the charge, I believe a full refund to my original payment method is a reasonable and fair resolution.I respectfully request that the Better Business Bureau assist in resolving this matter and securing the refund. Vimeos lack of response, combined with its obstructive cancellation process, has left me no other choice but to escalate through your office.Thank you for your assistance.Sincerely,***** *****

  Business Response

  Date: 08/29/2025

  Hello *****,
  
  We have reached out to you regarding your refund via a support ticket sent to your email address, **********************.
  
  Please reply to that email, and we will be happy to assist you further.
  
  Best,
  Vimeo Support
  

• Initial Complaint

  Date:08/16/2025

  Type:Sales and Advertising 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 was cleaning out my work email and saw emails from Vimeo marketing its products. I tried to unsubscribe via the link in footer on most recent email dated July 2025, and it brought up an error webpage and I could not unsubscribe.

  Business Response

  Date: 09/01/2025

  Hello there, 

  Thank you for contacting us.

  You can opt-out of receiving promotional e-mails or newsletters from Vimeo, **** or any of its websites here: **************************************

  If you'd rather manage the types of emails we send you, you can update your preferences here:
  ***************************************************** (Note that you will need to be logged in to your Vimeo account for this.)
  
  If you'd like to delete your account altogether, make sure you're logged into the account you'd like to delete, then go here: *******************************************************
  
  This will unsubscribe you from all emails from us as well.
  
  If you have any trouble with these options or would prefer for us to manage this for you, please contact us directly using *************************************************;
  

• Initial Complaint

  Date:08/11/2025

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 cleaning up old accounts and decided to deactivate my Vimeo account which was barely in use. However, upon logging in, I was informed that my account was suspended for terms of service violations, despite the fact that the only video(s) on the account were completely-innocuous professional videos.I contacted Vimeo support which was totally unhelpful. I had to go around with them several times to get them to even understand what the issue was. When I finally got an appeal to their ************** team, I was told the suspension would be sustained. No explanation or details were given.Even though I was intending to deactivate the account anyway, I did not want to close the door to potential future use of the platform. It is disgusting to think that this same thing could happen to an individual or business that had substantial amounts of content on the platform that any normal user would think is completely fine but then gets removed with no warning or explanation. The lack of customer service and transparency from this company is appalling.

  Business Response

  Date: 08/11/2025

  Hello there,

  Our team will follow up with you directly. Please keep an eye out for an email from Vimeo Support within the hour.

  Best, Vimeo Support

   

  Customer Answer

  Date: 08/15/2025

  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 responded by stating that my account was "spam" and that they refuse to correspond further on the matter. Setting aside the incredibly rude nature of this response, once again, no specificity was given about the alleged infraction or what allegedly made it spam. Was my account hacked and "spam" uploaded without my consent or knowledge? Is someone on Vimeo's staff masking their personal dislike of something about me under an alleged Terms of Service violation? I have no way of finding out the answers to these questions because Vimeo refuses to give details and has refused to correspond further.

  Vimeo has handled this entire situation in a completely opaque and untrustworthy manner. After this incident, I would not trust putting any content --- personal, business, or otherwise --- onto the Vimeo platform anyway, and will make sure that my friends and colleagues are aware of that fact.

   

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

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

  Business Response

  Date: 08/21/2025

  Hey team,

  We have already reached out to the user internally.

  Best,

  ********************** Support

  Customer Answer

  Date: 08/21/2025

  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:

  As previously stated, Vimeo did not address the underlying issue, and there has been no further communication from them since my last update to the BBB.
  

  Vimeo did not cite specific details over what constituted the alleged spam, and then told me that they were declining to communicate with me further on the matter.
  

  The end result is that I was banned, in a stunning lack of transparency Vimeo would not tell me specifically why or give me any opportunity to correct the issue, and then told me they were cutting off communication with me.
  

  The customer service has been utterly abysmal and I would never trust Vimeo for anything again anyway. The BBB case can now be closed because there is no further resolution sought.

   

   

   

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

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

• Initial Complaint

  Date:07/27/2025

  Type:Product 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 subscribed to Vimeo for $85/year in January 2025 and used the service exclusively for private, family videos. Some of my videos included short clips from public films that I believed were allowable under fair use for private, non-commercial use.I received notice of copyright strikes from Vimeo and responded in good faith, offering to delete the videos and requesting time to download my content. Without warning, Vimeo disabled my account and callously, permanently deleted personal videos, many of which are irreplaceable.They refused to allow me to retrieve my content and denied any partial refund, despite terminating service over 5 months early. Their response has been automated and dismissive. I am seeking:A partial refund for the unused portion of my subscription An explanation of why content was deleted without notice or download opportunity This is unacceptable customer service and a breach of reasonable business practice.

  Business Response

  Date: 07/30/2025

  Hey team,

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

  Best,

• Initial Complaint

  Date:07/16/2025

  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.

  Ive been a Vimeo customer since 2009 and a Premium subscriber for about 4 years. For most of that time, upload speeds for 1GB video files averaged under 5 minutes consistent with the performance expected at the Premium ******* early July 2025, I noticed a severe and persistent degradation in upload speeds, with the same 1GB files taking between 1830 minutes to upload. I submitted a support ticket and clearly explained the issue. However, after multiple back-and-forth messages with different Vimeo representatives, it became clear the responses were largely performative I was repeatedly asked for the same information, and the core issue was never directly acknowledged or addressed.On July 16, I conducted controlled tests: At 3:52 PM, I uploaded a 1GB video to Vimeo it took 1 minute and 40 seconds (normal). At 4:09 PM, I uploaded the exact same file again after 6+ minutes, only 10% had uploaded. Estimated completion time: ~60 minutes. As a control, I uploaded the same file to Dropbox using the same iMac and fiber internet connection. It completed in under 2 minutes.This rules out any issue on my end and points to throttling or misconfiguration on Vimeos part. The erratic performance going from fast to degraded within minutes shows something is being changed behind the scenes, but Vimeo has refused to confirm or explain this.This lack of transparency and continued evasiveness is unacceptable for a paid service. Vimeos behavior raises concerns about ethical and possibly legal obligations including the failure to deliver contracted service levels. Im requesting a clear and truthful explanation and an immediate resolution. If unresolved, I may seek reimbursement and pursue further regulatory complaints.

  Business Response

  Date: 07/30/2025

  Hey team,

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

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

• Initial Complaint

  Date:06/10/2025

  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.

  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:

  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.

  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:

  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.

  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:

  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.

  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:

  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 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.

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  **** ******* *** ******** ** ********** ** ********
  
  
  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,
  
  ****** *********