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Business Profile

Computer Hardware

AWeber Communications
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BBB Accredited BusinessA-Rated by BBB

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 4 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:11/03/2022

    Type:Customer Service 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.
    Aweber shut my account and I was not doing anything wrong. The thing is, I don't mind the fact that they shut down my account. They are a business and they are not required to work with everyone. What I mind is the ruthless, horrible way they dealt with it. I spent a whole month making the automation sequences with Aweber - emails with my heart and soul in them that were tied to a complex sales process.They just shut it off, and did not have the courtesy to allow me to login and simply copy my emails to move them to another service. I didn't have high spam complaints, was not doing anything illegal, and there was essentially no reason for it.I do not want anything from them at all, and don't want to work with them again. I just want to login, and to copy my content so I can move it somewhere else because this took my heart and my soul and I don't have time to recreate it and they gave me no warning.I understand the need to control email to some level, but not like this. What they did to me should be illegal because they have destroyed about 250 hours of my personal work, heart, and energy that I put into writing emails that work with my sales process. It is like they do not understand that there are little people like me who feed their families with customer communication through email.Again, all they had to do, was to warn me that I cannot send any more emails, and to give me a few days to login and copy my content so I do not have to create it all from scratch. It is not funny to do this to people.All I want from them again is my automation sequences and the emails I wrote myself. In other words, so I can login, copy the sequence, and move it to another service.It would take me 1 hour to copy this information from the login interface. It would take me 250 hours to rewrite all of it. I need my own content. The list, the email sequence, and that is it. If they give me that I will close the complaint. But I need it fast as I am losing business.

    Business Response

    Date: 11/30/2022

    *****,

    This account was closed due to violations of our terms of service. Any information that can be provided was already done so via email to you directly. 

    Customer Answer

    Date: 12/02/2022

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: ********

    I am rejecting this response because:  

    I did not do anything to violate their terms of service that I am aware of, was promoting nothing illegal, and I had fantastic open rates.  All I am asking I could login and download in less than 30 minutes if they gave me a login to my account.

    I could login, go to the automation sequences, copy the responses and paste them into a document.  This is easy, 10-20 minute work for me.  The way they shut this down and made me rewrite my emails has cost me a lot of business as I cannot replicate this information.

    It is easy to access information that can be provided with minimal effort and it is unethical for a business to not give a customer their content when closing them down.

    Regards,

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

  • Initial Complaint

    Date:09/27/2022

    Type:Order 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.
    They took my money for the entire year and I never used their service. I received an email from them closing my account. They said I was sending unsolicited emails. I never sent an email and the only time I did was to myself. I want them to refund all my money I spent and they refuse to get back to me.

    Business Response

    Date: 10/04/2022

    *******,

    I was able to locate two AWeber accounts. One of the accounts was under our Free plan and the other was not charged before it was closed. Just to reiterate there were no paid invoices and thus no refunds are due.

    If you would like to further discuss the situation regarding the termination of your accounts please reach out to our team directly.

    Sean C*******;
    Chief Operating Officer
    AWeber.com

    Business Response

    Date: 11/01/2022

    Your account was terminated for violations of our terms of service. On 09/27/22 our team communicated those violations. 

    Also, as stated previously you were not charged, at anytime by AWeber. You can verify this with your credit card company.

     

     

    Customer Answer

    Date: 11/07/2022

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    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. I never used the account to email. They just told you that is what I did. Then, when I asked them again for proof of me sending emails, they responded to me saying that it was reasons they couldn't discuss. You would think if a business terminated your account, they would tell you why and when I called them out that I never sent an email, they changed the reason.

    My thing is they had no reason to terminate my account. I would accept it if I did send emails, but I never did. They can't even prove I did.
    I could not even log into my account to see what credit card I used. It's not like I have just one credit card. They're idiots and I will let everybody know.

    If they said they returned my money, I have to accept that because I've even been kicked out of my account to see what card I used.

    They are pretty malicious for never breaking any terms with them.

    Regards,

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

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