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:04/04/2024

  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 signed up for a free 7-day trial to create a video the night before my father's funeral. After 4 hours the video failed to publish and the file seemed corrupt. I used a different video. A few days later I received notification my card would be charged $240 for a year. I sent a cancellation notice immediately and was told it was too late. They refused to offer any refund after a single failed attempt to use the software. Very unscrupulous trial policy with no advanced notice of card charge (which is best practice).

  Business Response

  Date: 04/05/2024

  Hello there, 

  Thanks for getting in touch with us. 

  I reviewed your request and tried to find any complaint regarding the refund 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:04/02/2024

  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.

  On Tuesday, March 26, 12:06PM I received an email that my Pro Account "Your ********************** Pro membership has expired". This was strange because I had a valid credit card on file and my account has been set to auto renew for years. I reached out to support and they have been terrible at responding. The first told me it was my bank and to speak to them. The bank told me there was not even an attempt to charge my credit card and they saw the history from before. I would need to contact Vimeo to find out why did they not charge my credit card as usual. I continued to try to reach out to them and it has been 7 days since they last responded. The normal response time is 24 to 48 hours. Now, I found out that most of my original content has been deleted from the Library/Show Case since my Pro account has been expired by Vimeo. What I would like is to get access to all my original video's so I can download them from Vimeo's platform as soon as possible.

  Business Response

  Date: 04/03/2024

  Hi team,

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

  Best,

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

• Initial Complaint

  Date:02/27/2024

  Type:Billing 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.

  Vimeo is charging me a monthly fee, but I don't have a service with them. I have tried calling them, but there is no way to do that. I tried calling them on the charge listed on my credit card. its a bad phone number. When I try to submit through chat, it takes me in a circle. I need them to stop billing me every month.

  Business Response

  Date: 02/28/2024

  Hey 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

  Customer Answer

  Date: 02/28/2024

  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 can't make a complaint in your system.  It sends me in a circle.  And, I can't reach out to anyone.  Even the chat is a circular mess, with broken links.  It is clear that Vimeo is doing everything possible to prevent people from stopping their monthly charges.

   

   

   

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

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

  Business Response

  Date: 03/26/2024

  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

  Customer Answer

  Date: 03/26/2024

  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:

  They keep saying the same thing.  My complaint is that I am unable to reach out to them in their system to stop my billing.  And, they keep responding that they can't find the compalint in their system.  That's true.  Because I can't put one in their system because I don't have an account with them.  But, they keep on billing me.  Its like they think I will just quit trying if they keep responding with the same canned response.  This is purposefully done to thward people like me.

   

   

   

   

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

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

• Initial Complaint

  Date:02/12/2024

  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 the Morning of February 10th 2023, I filed a ticket with vimeo stating "I want to downgrade back to Business from the Pro account I purchased the other day, and get a refund on the $521.62 I paid to vimeo since there's a 30 day money back guarantee." (case number *******) A few minutes later I get an email from ********************* (Vimeo Support) saying he had merged my case and closed. HE MERGED MY CASE WITH A TOTAL STRANGER (*******). SOMEONE WHO DOESNT SHARE AN ACCOUNT WITH ME WHO IS HAVING A TOTALLY UNRELATED ISSUE. THATS A HUGE SECURITY AND PRIVACY ISSUE. And he CC'd this other stranger on the email. This other person in question is ************************* with "************************". ***** replied to the email too and said "Why are you sending someone outside of my company private information about my company and my account?!? This is highly illegal!!! Please cease and desist and recall all my personal information." Then vimeo writes back to say "Thank you for contacting us. I am pleased to offer my assistance with your request to downgrade your membership. I apologize for the mistake of merging the ticket incorrectly. The ticket belonging to Mr. ***** has already been forwarded to our senior team members, who are currently addressing his query regarding membership downgrade. Please be assured that information will not be shared between accounts, as users receive notifications when tickets are merged as duplicates. I will be happy to assist you with your membership downgrade request." ***** is a total stranger. His case should have NEVER been merged with mine. How did that happen?! We don't share an account so it's not like he's one of my users. His account activity should have never been shared with me and vice versa. I need Vimeo to contact me to explain how this even happened in the first place and how you will ensure it doesnt happen again. Still looking for my refund.

  Business Response

  Date: 02/13/2024

  A full refund of $521.62 has been issued. Note that the refund was processed on February 13, **** and it may take up to 10 business days for the refunded amount to appear on the customer's billing statement. 

  While Vimeo makes great efforts to ensure our customer support team follows clear processes designed to efficiently resolve each user's query and protect their privacy, in rare situations, human error occurs and our processes are not properly adhered to. In this case, a customer support agent inadvertently merged two unrelated tickets. We have now fully addressed each user's request individually and sincerely apologize for the mistake. 

  Customer Answer

  Date: 02/13/2024

  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:12/19/2023

  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 was charge $261 eventhough i already cancelled the free trial.. I cancelled it before it expires and they charge it the day it expires .. I dont have a job and i dont even use their service. I need my money back

  Business Response

  Date: 12/20/2023

  Hi there,
  
  Thanks for getting in touch with us.
  
  I reviewed your request and tried to find any complaints in our system. Unfortunately, I cannot see any support request raised regarding your concern. I recommend you to please raise a support request by visiting ********************************************** and we will be happy to help you further.
  
  Regards, 
  Vimeo Support

• Initial Complaint

  Date:12/13/2023

  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.

  I never ordered a Vimeo Starter or a Vimeo account I discovered I was billed for $108 for a Vimeo Starter.I never contacted Vimeo.I request a full refund and an apology [since I am a severely disabled veteran Respectfully *******************

  Business Response

  Date: 12/13/2023

  Hi 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:11/20/2023

  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 joined Vimeo to watch a video that I wasn't even able to access, and then today, a week later, I was charged $240 to my PayPal, which I did NOT authorize, and I cannot afford! This is DEVASTATING to my finances! I went to the Vimeo app, and clicked the support button, but nothing happened. I went to ****** Play to cancel my subscription, and it doesn't even list Vimeo as one of my subscriptions. I want my money back!

  Business Response

  Date: 11/22/2023

  Hello there, 
  
  Thank you for reaching out to us.
  
  Upon checking our system, we haven't identified any complaint ticket registered from your end. We understand the importance of addressing your concerns promptly, and we want to ensure that you receive the assistance you need.
  
  To expedite the resolution process, kindly submit your complaint directly through our official support channel by visiting *******************************************. This will enable our support team to gather specific details about your issue and provide you with tailored assistance.
  
  Once you've submitted your complaint through the provided link, our dedicated support team will promptly review your case and work towards a satisfactory resolution.
  
  We apologize for any inconvenience this may have caused and appreciate your cooperation in reaching out through the designated support channel. If you encounter any difficulties or have additional questions, please don't hesitate to let us know. We're here to help.
  
  Best regards,
  Vimeo Support

  Customer Answer

  Date: 11/27/2023

  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:

  [Your Answer Here]

   I was unable to file a complaint on the app because the support button was not responding.

   

   

   

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

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

  Business Response

  Date: 12/05/2023

  Hey 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:11/15/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a maintenance video through Vimeo for ******. The purchase was 10/23:2023. I watched one video. When went to log in two weeks later they said email was not verified. The email I used is the same as I used for this complaint. When I contacted Vimeo they said my email was invalid and refuses to reactivate my account or refund money. Request refund of ****** on my credit card. I feel theyre trying to steal from me. I never received any emails from them. No receipts or anything. All I have is a credit card statement where they took my money. They are being very rude and dont even want to cooperate with me whatsoever.

  Business Response

  Date: 11/15/2023

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

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

  Customer Answer

  Date: 11/18/2023

  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:11/13/2023

  Type:Order 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.

  BBB Details: Vimeo, *** Dates of transaction: 4/15/16 - ****** starts distributing videos on Vimeo 5/20/21 - Vimeo *** contract signed 12/7/21 - wrong directions given by Vimeo for migration 12/14/21 - Migration Fails, lose customers, revenue 2/7/22 - ****** shows up to Vimeo, *** to speak in person 8/27/22 - Vimeo, *** shuts down site without grounds 11/27/22 - negligently stored data Company still withholding data, IP, videos, and content Amount of Money I paid business: $59,770.51 Total $16,331.23 for *** Business Committed to Providing: Vimeo *** Enterprise - a working product and service to deliver functioning content to customers in app Dedicated account manager Onboarding and migration ****************** system Video hosting Customer support Data analytics Nature of Dispute: Faulty Product: inaccurate, wrong data, failed service ***orrect information causing failed migration Data Breach, Breach of Security Failure to provide easy to understand accurate, correct data Untrue, inaccessible, incorrect data Still holding my IP and property Damage to business and customers Whether or not the business has tried to resolve the problem:No Account/order/tracking number:Vimeo *** ID: ***** Quote Number ******** If the issue involves advertising, when and where the ad was seen or heard:March 2019 February 2020 March 2020 April 2021 Online, ads, Vimeo Website emails by ************************* and CEO ****** Sud Empowering CreatorsVimeo, *** misled marketing Empowering Creatorsonline, in meetings, reading materials, to provide the support and services purchased. After the migration failed, Vimeo, *** did not help, hear, support or provide solutions to empower the creator. I was ignored and my site was shut down.*************************, sales provided excel sheets w/ ROI calculators saying the Vimeo *** software would increase sales with net monthly totals of $28,600, $57,200, and $137,280 respectively and continued to reinforce misleading data through phone calls and emails until the product was purchased. This did not happen. Violation to Right to Safety Consumer Bill of Rights, Consumer Protection Law, The ** Privacy Act The Right to *******************

  Business Response

  Date: 11/28/2023

  Our team has previously investigated ************************** claims and did not identify any error caused by Vimeo.  In fact, many of ************************** issues were the result of her inability to provide requested information from her previous *** service provider.  Over a seven month period between 2021-2022, we discussed her grievances at length as she cycled through three different attorneys.  *** ********* breached her agreement with Vimeo by failing to remit payment in the amount of $16,331.25 under Invoice No. **********, which was due on June 27, 2021.  After providing a significant grace ******* and in accordance with our terms, Vimeo terminated her agreement and shut down her *** channel.

  Customer Answer

  Date: 01/30/2024

  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:

  HI *******,
  
  Happy New Year.  I am reference #********
  I am following up on this case as Vimeo, *** has violated the below laws and is withholding my data and property preventing me from making income.  Below are new facts.
  
  Can I please have advice on how to resolve this matter? 
  
  This large company is taking advantage of small business owners and not following proper protocol for defective products.
  
  Kind regards,
  
  ******
  
   
  
  1. I and the company are victims of data breach: Breach of Security, Breach of Integrity, Breach of Availability, and loss/theft media.  The failed migration was caused by human technical error, negligence, and uneducated employees giving wrong directions..  My data has been negligently stored and transferred.  When Vimeo, *** was notified, the proper procedure as stated in the *** Security and Notification Act, were not followed.  I was directed to send the email to ***** purchasers.
  
  2.  Vimeo, ***'s faulty product, software, and dashboards provided inaccurate information.  Under the ************* Privacy and Protection Act, the company is obliged to provide easy and accessible ways to access details of correct data.  ******** data media storage, theft and loss ********* (financial info, names, email address, PII, trade secrets of corporations were negligently stored and transferred.  I was unable to run my business with faulty products.
  
  3. My rights as a consumer have been violated under our Consumer Bill of Rights.  I have a right to be heard, safety, and redress.  All three rights were denied and they threatened to shut down my account.  I showed up in person to their offices after called 30+ times, and I was told the offices are no longer there.  Which is inaccurate because my friend *************************** was working upstairs that day.
  
  4. They destroyed my data and property which is a violation of NY Penal Law 145.10
  
  5. I invested 15 years building my brand from scratch to earn my customers trust and as a result of this breach and theft, I have suffered losses, not just of data, but time it takes to get back on line.  The average data breach costs 9.44million in the US in 2023.
   

   

   

   

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

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

  Business Response

  Date: 02/08/2024

  *** ********* breached her agreement with Vimeo by failing to remit payment in the amount of $16,331.25 under Invoice No. VIM-******, which was due on June 27, 2021.  After providing a significant grace ******* and in accordance with our terms, Vimeo terminated her agreement and shut down her *** channel.

  Customer Answer

  Date: 02/11/2024

  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:

  I/NW *********** purchased Vimeo Enterprise and paid the full invoice of $16,331.25.  The order was not fulfilled. I was promised a dedicated account manager and successful migration and video hosting and email based end user support for transactions processed by Vimeo and correct **** analytics via dashboard and android and apple apps.  I did not get any of these, the migration failed, the order was not fulfilled, the **** provided on dashboards is incorrect, I was mislead and lied to in the sales meetings.  I did not get what I paid for and my **** was altered and negligently stored and I lost customers and revenue.   For the last two years, I've been requesting redress, and am homeless because my **** has been stored on their site for 6 years and it was altered and compromised and they won't return my property and media.

  For 564 days, Vimeo is knowingly possessing my property and impeding my recovery which hindered me from running my business and making income and my right to safety.  I have a right to redress, and correction for the defective product, poor service, faulty product, misleading ****, negligently stored, maintained, and transferred ****.  I asked for my property back on 9/19/22, 10/3/22, 11/10/22, 12/6/23, 12/11/23, 12/18/23, 1/29/24, 1/30/24, 2/1/24, 2/2/24, 2/9/24 and are refusing to return it.  This is stolen property and media of what I own and what I am owed: videos, manuals, captions, photos and intellectual property.  Its been ***** days since Vimeo is legally required to contain breach of negligently transferred, altered, and stored **** from the failed migration on 12/14/20 and unfulfilled order.  The migration did not work, the order was not fulfilled, my **** was negligently altered and stored, and revenue and users were lost.  
  
  Vimeo, *** has practiced unfair, deceptive, and fraudulent business practice, the problem is not fixed and I still dont have answers to my questions for why the migration failed.  They have been withholding my property, my customers purchases, still not have answered my questions, solved the problem, and continue to ignore me and the failed migration and the order was not fulfilled.  I have a right to return a defective product and my right for refund was refused on 3/12/21, 3/26/21, 4/21/21, 10/27/21, 2/4/22, 4/21/22, 11/28/22, 12/12/22.
  

  As redress, 

  I asked for correction:
  That Vimeo, ***
  1.      Return my property and IP that has been with Vimeo, *** since April 1, 2016, 400 hours of content, videos, photos, programs, captions downloaded on a harddrive with every single video, manual, caption, and photo.
  2.      Return my ****  in accurate correct, easy, readable format of all customers that have purchased service and products by entering their credit card details into Vimeo, ***. portal.  First name, last name, email address, credit card, stripe IP, every product they purchased.
  3.      Return the *****  purchases  that customers purchased via Vimeo, ***.
  4.      4.  A letter from Vimeo, *** to customers, as per the *** Information Security Breach and Notification Act that Vimeo, *** is liable to disclose breach.
  5.      Payment of damages $800,000  
  Domestic Wire: 
  Business name: NW ***********
  Account number: **********
  Routing ABA: *********
  Address: ********************************************
  ** **** **** ******** ***********
  *****************************
  ************** *****
  
   

   1. The migration failed on 12/14/20 because of wrong directions by Vimeo/********************* in a Dec 14, 2020 email which caused the *** users to not migrate successfully to Vimeo resulting in lost users and lost revenue.  On 4/21/21 Client *********************** came from Vidapp and confirmed in her email that she was not being billed.  The order was not fulfilled.  In 6/10/21 email, *************** confirmed that payment was not collected and directed me to be sure you are receiving payment from the *** users is to manually disable their access and ask them to resubscribe to the channel. Had the migration worked, I would not have had to manually do this or collect payment.

  2. On 6/10/21 Vimeo/Will Auters email proves the migration failed, the order was not fulfilled, and asked me to disable the users and ask them to resubscribe.  Vimeo still would not answer my questions re the missing revenue and unfulfilled order.  *************** confirmed in writing the *** users from Vidapp did not make it over, by writing the only way to be sure you are receiving payment from the *** users is to manually disable their access and ask them to resubscribe to the channel.  Otherwise, we will not be able to receive payment from them. They still did not fix the **** 1 problem and the order was not fulfilled.

  3. I invested over 100 hours contacting each customer for 4 months to collect the **** of missing users and revenue by emailing each customer.  Notified ********************** to ask why order was not fulfilled. On 4/6/21, Vimeo/***************/************************* were dismissive and said nothing went wrong.  We dont see anything on our end.  On 4/15/21, I provided the exact names of each lost users to ************************* and *************** to ask for help.  On 4/21/21 ************************* said they could not investigate this any further.   Under The ** Privacy Act, Vimeo *** is obliged to request corrections and have problems resolved.  It obligates companies to develop implement and maintain adequate measures to protect the security, confidentiality, and integrity of consumer ****.  Under Consumer Bill of Rights, I have a Right to Be Heard and companies and organizations are obliged to listen, investigate, and act on the grievances. 

  4. I lost customers 81 customers first, then ***** purchases, and lost revenue and confirmed by Vimeo in writing.  On 6/8/21 Vimeo, *************************, and *************** told me to mass email those users to retrieve their payment information confirming (1) the order was not fulfilled (2) Breach of Security Breach of *** Notification Act: State entities and persons or businesses conducting business who own or license computerized **** which includes private information must disclose breach of **** (3) My **** and private information was exposed, altered, and negligently handled (4) the migration failed.  The ******************* a spreadsheet with email confirmation and screenshots of failed migration.

  5. On 6/8/21, Vimeo/************************* offered a discount on Year 2.  If the migration worked and the order was fulfilled, why would Vimeo offer a discount?  My order was still unfulfilled, failed migration, missing customers, missing revenue, and wrong dashboard information from Year 1.  Under the ** Privacy Act: I have a Right to ******************* and seek justice against unfair practices and a The Right to Return defective item and complain about poor service.

  6. Vimeo, *** mislead and mismarketed their product. (1) In the 6/6/19 email, ************************* said  If I am an enterprise customer, first order of business is to migrate your Vidapp to Vimeo to do this.  This did not happen, the order was not fulfilled. (2) I was mislead by this Vimeo ROI excel sheet owned by Vimeo/************************* and shared by ************************* on 4/16/20 (3) ************************* said if I purchased Vimeo Enterprise I would reach **** subscribers and would make $141,600 per month if I chose the $60/month price point.  ***** repeatedly in writing and on 16 calls confirmed if I was a Vimeo Enterprise customer I would get these results.  The calls took place on 4/9/19, 4/15/19, 4/22/19, 4/26/19, 5/2/19, 5/3/19, 5/5/19, 5/6/19, 6/19, 19, 4/14/20, 5/8/20, 5/13/20, 5/14/20, 5/18/20, 5/26/20, 5/27/20.  (3) In her 4/26/2019 at 3:53pm email, she confirmed, We will migrate your existing user base on Vidapp to new ********************** applications.  Once everything is done and you are only working with Vimeo, you will see a very big difference when it comes to managing this service.  You have a dedicated account manager who will help you every step of the way who will be there to answer any questions or concerns.  You will have me to reach out to. This was not done. (4) ************************* wrote in her 4/26/19 email If you end up partnering with Vimeo, I would have the support of 500 employees ensuring the success of your channels.  Its been 2 years since the order was not fulfilled and the migration did not work, lost customers, lost revenue, and I do not have the support of Vimeo or any of their employees.  Its still not fixed.  The order was not fulfilled.   In email 6/13/20 *************** wrote The best way to accurately consistently track these app subscribers is to move everything to the Vimeo apps.  The migration did not happen, Vimeo failed to provide the service, no way to track the app subscribers with faulty dashboards providing inaccurate ****.  Under UDAAP: The Unfair, Deceptive, or Abusive Acts that Vimeo, *** committed promised me services and mislead me about services that were not delivered.  Under ** Privacy Act: I have a Right to *******************.

  7. The order was not fulfilled, my **** was negligently altered and stored, the migration failed, I lost users and revenue.  My Right to Safety and The Right to ******************* under ** Privacy Act (Section ****) has been Violated.  Vimeo Enterprise provided wrong, inaccurate, misleading **** on dashboards confirmed on 1/6/22 by ***** from Vimeo and 81 screenshots of my customers Vimeo dashboard and 81 email chains of my customers confirming the **** is wrong.  The order was not fulfilled. This Violates Consumer Protection law having purchased faulty product and misleading ****.  Vimeo Enterprise provided faulty product and breached my ****, security, and integrity and under our Consumer Bill of Rights, I have a Right to ***************** to Correct Data.

  8. Under Consumer Bill of Rights, I have a Right to Be Heard: Companies and organizations are obliged to listen, investigate, and act on the grievances.  I have spent two years and the problems is still not fixed nor have I gotten any help.
  (1)    *************************** and *************** said they cannot investigate this any further 4/20/21
  (2)    I asked to speak with ** and that was denied.
  (3)    Asked to speak with billing,  showed up 2/4/22 to the Vimeo, *** Offices to meet with Billing in response to threat to shut down my business, and I was kicked out and I have video of this.
  (4)    I wrote the former CEO an email on 5/7/21 and messaged on Instagram on 1/27/21 and did not hear back and she is no longer their CEO about the unfair treatment, faulty product, and misleading ****.
  (5)    Instead of fixing, investigating, and acting, Vimeo, *** ignored me and sent an invoice demanding I pay for Year 2 when I never got the product or the services I paid for in Year 1. 
  (6)    I called numerous times and showed up to Vimeo, *** offices to speak to billing / someone, and I was kicked out.

  9. Consumer Bill of Rights: I have a Right to Redress, A Right to Safety, and A Right to Be Heard. On 3/12/21, 3/26/21, 4/5/21, 4/21/22, 11/28/22 asked for payment in damages, lost revenue, lost customers, answers, and a refund for the mistakes, faulty product, and poor service.  The problem is still not fixed and they are still withholding my property which is how I make money, and my customer purchases.  They are still withholding my content, ****, and 500 hours of videos and will not return it.  In 2023, I made $29,116.63.  I am homeless.  And have repeatedly asked for my ****, property, and correct customer ****, and payment for damages from Vimeo and they are depriving me of working.

  10. The Right to Redress: to work with established mechanisms to have problems corrected and to receive compensation for poor service or for products which do not function properly.
  1.      3/12/21 Vimeo Call with Will and ***** 2pm 2:30pm *I have video documentation
  2.      3/26/21 Vimeo call 2:30pm with ***** * issue with missing revenue Total # of subscribers
  3.      4/21/22 Asked for it to be fixed
  4.      11/28/22 Sent invoice to Vimeo, ***l $16,331.25 for the refund of unfulfilled order

  11. 1.      Vimeo *** did not fulfill the order, fix the problems of missing users, missing revenue, failed migration.   On 1/21/22 Vimeo, *** sent an invalid invoice demanding I pay more money without delivering the product or fulfilling Year 1 order and threatened to shut down my business if I dont pay them. Vimeo ***, ignored my calls which is unfair, deceptive, and fraudulent business practice and emails and I still dont have answers to my questions.
  I emailed 1/26/22  Hi - I wanted to see if there is someone I could speak on the phone with regarding your termination letter. I have been waiting on a reply to a handful of issues that have impacted my users (and ultimately my business). As a 5 year Vimeo client, it's my strong preference to continue working with you all, but in order to do so, we need to figure out how to resolve the issues I've been having. I've summarized each issue below for your reference. Please let me know a convenient time to discuss.
  ?       1: Migration Issue: Why are 68 customers missing from migration?
  ?      61 of them are iphone users that were subscribers via ***
  ?      their payment details were interrupted and did not transfer over
  ?      I followed up with each and everyone of them
  ?      loss in revenue $40,800
  ?       2: Dashboards: The dashboards are showing when my customers are logged into other sites to count as last log-in.
  ?       3: Payment Cycles: Why were payment cycles interrupted?
  ?      We were advised with iOs users from the *** they would auto populate and they did not
  ?      payments did not transfer over
  ?       4: Account Manager
  ?      My business has not had my account manager on the account since late April due to the above not being resolved
  Attached document with screenshots for reference
  I emailed on 1/29/22 to follow up
  I emailed 2/2/22 11:14am  ****** --   This is not a legal matter.  This is a business issue.  I am representing myself as a small business owner who is being threatened to have her site shut down in 3 days.  I do not appreciate being shut down again, held hostage and bullied with my account, content, and **** when I have had zero communication, help, and response with customer support and account management to the issues that have transpired since Year 1 with Vimeo.  As business partners -- this has been nothing but disempowering, disrespectful, and unhelpful.  Zero respect despite the fact I've hosted my videos on the site since 2016.  I hired Vimeo to create apps and handle a migration that failed.  The lost users are in fact IOS Users whose payment cycles did not transfer over.  I have spent 100+ Hours with my 67 customers and have all the documentation that shows that they DID NOT transfer over and ARE IOS users who have been with me on my previous platform.  I've already lost $47,000, upset customers, lost customers, lost time, and emotional distress.  ********** dynamic is off and not in alignment with the mission of empowering creators.  I will not be bullied, shut down, or threatened by Vimeo.    Confirm I will have the time asked to properly migrate my account, content, ****, and customers to another business so I can plan accordingly.  This email was ignored.

  12. On 2/4/22, I showed up to the Vimeo, *** Offices: ********************************* to speak with someone, either from billing, or the ** *******************  My friend *************************** worked for Vimeo at its offices.  Vimeo kicked me out, dismissed me, and said I wasnt allowed to be there.  That there is no one in the building.  Which was a lie.  They gave me a random customer support email address.  The order was still not fulfilled, the dashboards provide incorrect information, and the problem is not fixed.  I have a video of this and a Vimeo rep did come down to watch me get escorted out.

  13. On 2/4/22, Vimeo/************************* emailed and wrote an inaccurate, false statement, In accordance with your instructions, Vimeo published an update to the iOS app powered by your previous provider.  As a result, your iOS customers were not required to re-subscribe.  Instead, their existing subscriptions remained active through Apple's App Store.  Vimeo overwrote the Ios app and it was unsucessful.
  This 2/4/22 email with wrong information contradicts Will Auters 6/8/21 Email confirming the order was not fulfilled and the lost users had to re-enter their credit card information and resubscribe.
  You are receiving this email because you subscribed through an old app, and your payment information may be out of date.  In order to continue accessing ******** , you will need to update your account and payment information. Your access will expire after ______. Here are some quick instructions on how to update your account after _____: Resubscribe to ******** by signing up for an account here: *************************************************** Resubscribe to ******** by downloading the iOS* or Android app and subscribing through your mobile payment method and (3) Will Auters 6/10/21 email the only way to be sure you are receiving payment from the *** users is to manually disable their access and ask them to resubscribe to the channel.
  This 2/4/22 email with wrong information contradicts *********************** email For iOS, we did an overwrite for your existing iOS app. Overwriting an application basically means replacing the older version with a newer version update. We don't make a new store listing or anything like that. From the end-user perspective, they'll simply need to update the app to restore their subscription in the new version (our version) in order to have their access be granted.

  14. Vimeo has made it impossible to get correct accessible ****.  I have asked for my user correct details and accurate **** the process took 10/3/22 to Dec 12, 2022 and it was still wrong and inaccurate.  The first name, last names do not match my customers email addresses.  And their payment information does not match.  My **** is negligently stored, altered, and compromised. 
  
  15. Vimeo has stolen my property and is continuing to withhold it.  On  Dec 6, 2023, Dec 11, 2023, Dec 18, 2023, Jan 29, 2024, Jan 30, 2024, Feb 1, 2024, Feb 2, 2024, Feb 9, 2024, I asked for my property, media,  content, video, captions, photos and Vimeo is still withholding and depriing my use of my property and how I make money.  They have ignored my asks, still withholding my ****, videos, content, **************, and items.  Under the ************* Privacy and Protection Act, Vimeo *** is required to provide easy and accessible ways to access details of **** held and request direction, Section 208, Section 302. The problem is still not resolved, the order was never fulfilled, and Vimeo, *** is still withholding my ****, property, and intellectual property. 
  
  16. The order was not fulfilled and my **** was negligently stored and compromised. This is Fraudulent and Unfair Business Practice.  Vimeo Enterprise did not work and its faulty product providing dashboards with wrong information, and negligently stored my ****.  Vimeo has been withholding my property, 500 hours of content, incorrect customer **** and has been since July 27, 2022 which means since then I have not made income, and why I am homeless and staying in an Air BnB.
  
  17. On 2/2/24 I sent an email to *******************/Vimeo Why are you ignoring my emails for a specific date to return my property and payment for damages?  It's been 550 days knowingly possessing my property and impeding my recovery hinders my right to safety, redress, and correction for the defective product, poor service, faulty product, misleading ****, negligently stored, maintained, transferred ****, and stolen property and media and my human right to work to make a living and ***** days since Vimeo is legally required to contain breach of negligently transferred, altered, and stored ****
  
  18. I have a right to Product Protection obligates companies to develop, implement, and maintain adequate measures to protect security, confidentiality, and integrity of consumer ****.  ************* on 12/12/22 was not returned and did not include correct customer names first name, last name, and email addresses. Oct 5, 2022 When collecting my users **** that has been with Vimeo for 6 years (since April 2016), Vimeo, *** provided inaccurate, incorrect ****, names, and paymnt information

  a.      Oct 13, 2022 3:13am *********************************: message 1,693, 1,819, and 986 my customers have been entering there first name, last name, email, and cc into Vimeo.

  b.      Oct 14, 2022: My customers Individual charges, invoices, plans and subscriptions, coupons, events, logs do not copy over?, Duplicate stripe ids for the same customers
  c.      asked again for my videos photos, content, captions again
  d.      They kept blaming Stripe, where no one where in the contract or anywhere online or anywhere was Stripe ever mentioned. Deflecting blame.

  The email addresses of my customers that were lost during the migration, and since then, Vimeo has kept ***** customer purchases, and lost ***** customers.

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

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

• Initial Complaint

  Date:11/09/2023

  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.

  BBB Today I got a charge from Vimeo Advanced (VMO) on my credit card ending in ***** for $699.60.I do not know Vimeo. Inever want to hear from them again, and I want a refund of $699.60 to my credit card.Thank you very much.****** and ***************************** ************ ********************

  Business Response

  Date: 11/10/2023

  Hi there,

  We request the user to create a Support ticket using the contact form ******************************************* so that we can investigate and help the user.

  Regards,

  ********************** Support team