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Business Profile

Digital Media

Vimeo

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 98 total complaints in the last 3 years.
  • 46 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:12/10/2024

    Type:Customer Service 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 have been charged $10 per month for years by Guitar Super System for an app my minor son signed up for with my credit card. I have contacted Vimeo, who is their services, multiple times to stop the monthly debit and refund the fraudulent charges. All I get is the runaround and the $10 continues to be charged to my credit card monthly. I am seeking a full refund from the onset of this service and immediate stopping of the monthly charge.

    Business Response

    Date: 12/11/2024

    Hi team,

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

    Best,

    Vimeo Support

    Customer Answer

    Date: 12/14/2024

    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:11/25/2024

    Type:Service or Repair 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 was originally charged on November 7th 2024 for $780. I canceled my account and looked into the possibility of a refund as I did not want their services. I saw under FAQ that refunds can be initiated within 14 days of the original purchase. I contacted their online support team on November 7th, the same day I was charged, asking for a refund. ********* ***** informed me on November 8th that they have initiated a refund and it will be refunded within 10 business days. I requested a receipt for this refund and she said technical difficulties, I cant. I reached out again and a different person told me I needed to provide him with MORE information including my card number and full name. I have NEVER had a company request my entire card number when locating an account. He told me its because we have multiple accounts with the same last four digits of the card. I just have never heard of anyone needing this much information to locate an account. Im feeling like they are trying to take advantage of my finances. All I want is my refund.

    Business Response

    Date: 11/26/2024

    Hi team,

    We have reached out to the user internally and helpd the user with the refund receipt.

    Best,

    Vimeo Support

    Customer Answer

    Date: 11/27/2024

    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:11/08/2024

    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 upgraded to the yearly PRO membership from my Business membership and before I upgraded it said that I could get a refund within 30 days after purchase. I reached out after 10 days and was told that I was not able to get a refund - as I wanted to return to my business membership as I had had trouble uploading the larger files on to their platform. I would like to downgrade my membership. I've reached out to customer service several times and have not heard back.This is what is on their site:Members who purchase annual subscriptions have 30 days after their purchase to cancel and receive a full refund, while members who purchase monthly subscriptions have 5 days after their purchase to cancel and receive a full refund. In the case of Live subscription products, refunds are not available if the user has exceeded the storage or bandwidth threshold set forth in the refund policy (presented at the time of purchase).

    Business Response

    Date: 11/12/2024

    Hello,

    This issue has been responded to in case#********

     

    We're currently experiencing some challenges with processing refunds for upgraded memberships. We've passed this along to our development team so they can look into it further and while our engineering have isolated the problem to the upgrade associated with your account, resolving this issue is proving very complex. 
     

  • Initial Complaint

    Date:09/19/2024

    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.
    Vimeo sent me an email on on July 12, 2024 with the following message:Your Vimeo Pro membership is set to expire on 08/10/2024. Renew now and save 20% with the code PROPLS*!What happens if I dont renew?You're account will automatically revert to basic.You have 84GB uploaded to your account. You'll only keep 10GB of videos you uploaded as a paid member, which means you'll lose the rest.The total storage limit for basic accounts is 5GB. You also won't be able to upload new videos if your membership ends.Youll lose access to all the powerful features Pro has to offer.I took no action. I did not renew my pro plan. However, on 8/10/24 I was automatically charged $399 for a pro-plan renewal despite Vimeo assuring me that my account would revert to basic if I took no action. I contacted Vimeo support about the issue on 9/11/24. One of Vimeos team members replied:To ensure that you receive the necessary support, I'm forwarding it to our senior team to look into it, who will be reviewing your case in more detail. Youll receive a response shortly.It is 9/19/24 and Ive not received a response from Vimeo. I submitted a new claim and they still havent responded. The customer support person that I was originally speaking with will not respond to my emails.

    Business Response

    Date: 09/19/2024

    Hey team,

    We are reaching out to the user internally and we will try to resolve the issue.

    Best,

    Vimeo Support

    Customer Answer

    Date: 09/20/2024

    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:08/27/2024

    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.
    At some point I did a trial of Vimeo and then emailed the company to try and cancel. They have continued to charge me for an annual membership. There is no place to cancel when I am logged in. When I chat it goes nowhere and when I email it says it is the wrong email address. I am seeking a full refund and confirmation that my account is cancelled. They tell me I do not have an account. Yet they are charging my credit card. I have the emails to prove my attempts.I want the refunds from 2022, 2023, and 2024 - this one just happened.

    Business Response

    Date: 08/27/2024

    Hey team,

    We have reached out to the user internally to solve the issue with the user.

    Best,

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

  • Initial Complaint

    Date:08/26/2024

    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.
    Vimeo took $240 out of my account without my permission! I did not authorize this! I want my money back in my account! I've called there so-called support line and the recording sends me to back to their website for support! TOTAL ***

    Business Response

    Date: 08/27/2024

    Hey team,

    We have reached out to the user internally and we will try to resolve this with the user.

    Best,

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

  • Initial Complaint

    Date:06/20/2024

    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 charged $144 TWICE on my credit card for a service I have never used. My linked account has no record of ever having paid for anything on Vimeo, and although Discover found me in favor of this disputed transaction, ***** ******** at Vimeo attempted to charge me yet again. Luckily, discover found me in favor the second time as well. I only ever used a free trial years ago using Vimeo, which is likely where they received my credit card information, this business is corrupt form the foundation if they allow this fraudulent charge to occur not once, but twice.

    Business Response

    Date: 06/24/2024

    Hey team,

    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 ********************************************** and we will be happy to help you further. 

    Regards, 
    Vimeo Support

  • Initial Complaint

    Date:06/03/2024

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 complaint is regarding the ************************** I cancelled my service in 2022 and was shocked to discover that billing resumed at $4.99 in Febuary of 2024. I did not authorize this charge, and once I did login to the reactivated account I saw that the account watch history did not have anything for the year 2024, only for 2022 when I had previously been a subscriber. Something sketchy is happening here. No one else has access to my account and I am certain I did not authorize these charges or reactivate the account. I am demanding a refund for 2024.

    Business Response

    Date: 06/03/2024

    Hey team,

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

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

    Customer Answer

    Date: 06/05/2024

    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:

    [Your Answer Here]

    I have not heard from Vimeo on this issue since my BBB complaint. I have already reached out in an attempt to rectify this issue in the past and they were unable to help me. The only resolution I will accept is a full refund for the services in 2024.

     

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


    Sincerely,

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




     

    Business Response

    Date: 10/02/2024

    Hi there,

    We will reach out to the user internally.

    Regards,

    ********************** Suppor Team

    Customer Answer

    Date: 10/04/2024

    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:

    [Your Answer Here]

     Still waiting for a refund.

     

     

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


    Sincerely,

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




     

  • Initial Complaint

    Date:04/18/2024

    Type:Service or Repair 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 mistakenly signed up for a Vimeo trial in March 2021 and then tried to cancel within the hour. Vimeo has made it impossible for me to cancel. I have made several attempts to cancel. Vimeo continues to charge me. I just received another $84 charge. What does this company even offer? I want a refund and a cancellation of service. This company is a scam.

    Business Response

    Date: 04/18/2024

    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 ********************************************** and we will be happy to help you further.


    Regards,
    Vimeo Support

  • Initial Complaint

    Date:04/18/2024

    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.
    Hello! So I was checking out different podcast platforms for a side job. Ended up doing a free trial on Vimeo. Forgot to cancel it and they charged me $316. Which oberdtafted my account, and I've been hit with $100 in overdraft fees. I have contacted Vimeo and been in touch with them for well over a week. They were giving me no issues with a refund, but now I'm just getting excuse emails and that I need to be transferred to talk to their billing department. I have no money in my account at the moment. I can't pay my bills and feel as though I am being scammed at this point. I've tried calling their customer service number and nothing

    Business Response

    Date: 04/18/2024

    Hey team,

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

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

Vimeo is NOT a BBB Accredited Business.

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