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:02/02/2026

  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.

  I am filing a formal complaint against Bottlecapps for deceptive, misleading, and unethical business practices.Prior to signing the agreement, Bottlecapps sales representative misrepresented key terms of the contract during phone conversations, specifically representing the service as flexible and effectively month-to-month, without clearly disclosing that it was a fixed long-term agreement with early termination penalties. These representations directly influenced my decision to sign.Additionally, Bottlecapps misrepresented the timing and status of account setup and onboarding. I was assured verbally that the account would be set up promptly and operational within a reasonable timeframe. This did not occur. Despite repeated follow-ups, the services were delayed, incomplete, or not provided as represented.When these issues were raised, Bottlecapps refused to acknowledge their prior representations and instead relied solely on contract language, ignoring the misleading statements made during the sales process. Shortly thereafter, Bottlecapps began sending aggressive payment demands and threats of collections and credit reporting, despite the account being disputed and services not being delivered as promised.I believe Bottlecapps engages in a pattern of misleading sales practices, followed by coercive billing and collection tactics, particularly toward small businesses. Their conduct appears designed to pressure customers into payment rather than resolve disputes in good faith.I am requesting that this complaint be reviewed for deceptive trade practices, misrepresentation, and unethical business conduct.

  Business Response

  Date: 02/10/2026

  We have acted profesionally at all steps of this complaint brought by Mr. REMOVEDUnfortunately, he leaves out very important information that he chose to ignore.

  At present, the facts remain as follows:

  1. Mr. REMOVEDexecuted a legally binding agreement with Bottlecapps;

  2. Invoices for November, 2025; December 2025; and January 2026 remain unpaid;

  3. Despite multiple attempts from our client services team in contacting Mr. REMOVEDthe calls went unanswered;

  4. Despite multiple attempts for payment, payment has still not been received;

  5. As of this writing, the account is in default with an outstanding balance of $1,200.00;

  6. Unless resolved through this BBB complaint, the account will be turned over to a collection agency.

  Our preference is to resolve this matter amicably and without escalation. If the outstanding invoices are paid, Bottlecapps is prepared to release Cedar Grove Liquors from the remaining term of the agreement.

   

  We look forward to a prompt resolution.

  Business Response

  Date: 02/10/2026

  These are emails concerning Mr. REMOVED

  Business Response

  Date: 02/10/2026

  Additional supporting email evidence

• Initial Complaint

  Date:06/15/2024

  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.

  I signed a contract with Bottlecapps on August 1, 2023, for website and app development for my two liquor stores MDbeverage.com and MyLiquorMarket.com. The marketing representative, REMOVED, assured me of a flat fee structure with no per-transaction fees (See Attachment) and a development timeline of 2 to 4 weeks.Unfortunately, my experience has been far from satisfactory. Bottlecapps began charging monthly fees immediately after the contract was signed but failed to deliver the website of my stores until December 5, 2023, a full four months later. The status of the phone app remains unknown to me till now, with no updates or training provided.To add to the frustration, a month into the contract, I received an email from Bottlecapps Accounting informing me of a price increase and a new service fee of $2.99 to be charged to customers after one year (See Attachment).After experiencing significant delays and what I perceive as unethical marketing practices, I contacted support on March 26, 2024, to cancel my contract. In response, on April 25, 2024, I was informed that a $500 fee per account would be charged for contract termination. I refused to pay this fee and requested a full refund instead.As of now, Bottlecapps has not agreed to cancel the contract without the termination fee, which I am unwilling to pay and I want full refund.

  Business Response

  Date: 06/26/2024

  After an internal investigation of the matter, we have determined that Bottlecapps has ample documentation as well as communication with the customer in question to fully refute such claims, leaving our company and contract squarely in the right considering this situation. We kindly request that this complaint be REMOVED and the user blocked from further access to our page.

  Business Response

  Date: 07/01/2024

  After an internal investigation of the matter, we have determined that Bottlecapps has ample documentation as well as communication with the customer in question to fully refute such claims, leaving our company and contract squarely in the right considering this situation. We kindly request that this complaint be REMOVED and the user blocked from further access to our page.

  Customer Answer

  Date: 07/03/2024

  I am rejecting this response because:   I am writing to follow up on my complaint against Bottlecapps. Despite their claim of having ample documentation to refute my claims, they have not provided any evidence. Additionally, they have not followed through with their communication, as their Director of REMOVED, assured me he would reach out with answer but has failed to do so. My experience with Bottlecapps has been marked by significant delays, unexpected charges, and what I perceive as unethical business practices.
  
  It strongly suggests a pattern of prioritizing customer money over customer satisfaction.
  
  In light of these developments, I urge you to re-evaluate Bottlecapps BBB rating. Their handling of this situation unequivocally demonstrates poor customer service and potentially unethical business practices.

  Business Response

  Date: 07/08/2024

  Dear BBB,

  In response to REMOVEDclaims...

  See attached documents of both signed MSAA's on file for this customer.
  
  They are BOTH REMOVEDagreements, of which only a small amount has been actually paid on each...
  
  - MD Discount (as of 4/25 when the customer stopped paying us, he had only fulfilled payment for 7 of the 12 months on his contract at a total of $946.40 or $135.20/month). No issues or pause was ever requested from the merchant for this account.

  - Liquor Market (as of 4/25 when the customer stopped paying us, he had only fulfilled payment for 1 of the 12 months on his contract at a total of$135.20, which was at signing, and then requested an immediate pause on the account, which we granted. 

  Since 4/25 the merchant has NOT paid on his contract obligations and is still owing of 16 months at a rate of $135.20/month or $2,163.20 total.

  Once a formal request for CANCELLATION was made in writing, we informed him of the Early Termination Policy in his signed agreement (see highlighted on page 5 of attachments). REMOVEDwas explained that he could pay the REMOVEDof $500 per contract or 3 months rate per contract (whichever is greater) as stated in his agreement with Bottlecapps. REMOVEDrefused. We then offered him to exit at a total of $500 ETF, but he once again refused, and then went further by requesting a full REFUND of all monies paid. At this point, he posted complaints with both your organization (BBB) and TrustPilot with his claims, so we made a final offer or allowing him to exit with ZERO Early Termination Fee at all. This was again met with refusal and more demands.
  
  Furthermore, to address his claims and misunderstanding of the $2.99 service fee that he was unaware of...
  
  - REMOVEDwas sent an email with an update to TOS (along with ALL Bottlecapps merchants) in the days following his sign up

  - the service fee is a 'passthrough' charge to the end customer, and not a charge to the merchant (never was)

  - we explained this the the customer, but instead of fighting a battle that would surely lead to a poor customer experience given his level of misunderstanding, we removed this fee altogether for both of his accounts, resulting in neither he nor his end customer being issued the above reference 'fees', even though all other merchants abide by this model on the daily.

  Lastly, as stated before, we have a myriad of saved phone and email conversations in our CRM at the ready should you require links to these recordings.
  
  Bottlecapps stands by our products, processes, and word regarding this account and customer complaint, and while we have made numerous attempts to amicably standup or unwind this relationship through compromise, we have been met with hostility and rejection from the customer at every turn.

  Please advise if any further communication or documentation is needed to satisfy the requirements of the BBB, and we will gladly comply.

  Hoping for the best resolutions for all parties!

  Respectfully,

  REMOVED

  Customer Answer

  Date: 07/11/2024

  I am rejecting this response because:   Dear BBB,
  
  Thank you for sharing the REMOVEDI was willing to pay for services for the contract period of 12 months. However, after the agreement was signed on August 1, 2023, I started getting charged $130 on my credit card the very next day. This included $50 for the mobile app, $50 for the website, and $30 for Fraud Protection (as per the REMOVEDMy first website, "MDBeverage.com," went online on December 4, 2023. Hence, as previously mentioned in my complaints, I was getting charged even before the website was live. Additionally, there has been no communication regarding the status and availability of the mobile app, yet I am still being charged for it.
  
  In response to my complaint, REMOVEDbelieves that I stopped my payments on April 25, 2024. This is completely false. When I signed the agreement, Bottlecapps took my credit card and bank information, and I have been charged on a monthly basis as per the contract up to this day. I have provided the appropriate invoices as attachments. I believe the misunderstanding is on REMOVEDpart, despite their internal investigation.
  
  When discussing the terms of the agreement with the REMOVED, I was repeatedly reassured that there were no hidden or additional fees associated with the contract. However, a month later, I was informed otherwise, which does not seem right to me as that was a key reason I decided to do business with them. While they are waiving the fee for the first term, this does not resolve the issue as it only applies to the initial period. There has been no misunderstanding on my part; I understand it is a passthrough charge, but this raises the cost of products and services, leading to a poorer customer experience and negatively impacting my business.
  
  I have some questions for Bottlecapps through the BBB:
  
      As initially stated in my original complaint, I signed the contract on August 1, 2023, but the website was not ready until December 4, 2023four months laterduring which time I was being charged monthly. How do you justify charging me for a service that was not available to me?
  
      Please provide the communication you claim to possess between me and Bottlecapps regarding the status, approval, training, or notice of the mobile app.
  
      Please share all meetings and calls I had with Mr. REMOVEDin July 2023.
  
  Additionally, the documentation attached by REMOVEDcontains a lot of personal and financial information that, as previously stated by BBB, should not be shared in this public conversation. Is this how a responsible business operates?
  
  In conclusion, I believe Bottlecapps has failed to meet their contractual obligations and has not addressed my concerns adequately. I request a full review of this matter by the BBB and appropriate action to ensure fair treatment. I too wish to resolve this matter as soon as possible.
  
  Thank you for your attention to this matter.

• Initial Complaint

  Date:02/16/2024

  Type:Delivery 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 1-16-24 I placed an order online with BottleRober, operated by BottleCapps, in the ammount of REMOVED, for liquor delivery from REMOVED. REMOVED, REMOVED, REMOVED, is a partner store of BottleRover. I received a phone call from REMOVEDon 1-16-24, that they had received my order but didn't receive the payment info. He said I was trying to scam them. He said they had not been paid for a previous order I made with them. I had placed one previous order with REMOVEDon 9-16-23. The order was delivered the same day. My bank statement shows REMOVEDcleared my account on REMOVED. On the 1-16-24 phone call with REMOVED, he said they would not deliver the order and that I should try to get my money back from BottleRover. The order was not delivered on 1-17-24 as scheduled. I received an email from REMOVEDon 1-17-24 that the order had been delivered. My bank statement shows REMOVEDcleared my account on REMOVED. I did not receive a response to my email. I sent two more emails over the next two weeks. No response. On 2-12-24 I received an email saying the customer service ticked created by my email was closed. I called BottleRover to complain. He said they would assign a customer service rep to look into the matter. On 2-12-24 I received an email from the customer service rep with a copy of the onlive order showing that the order had been delivered. I responded that I was aware of what the order showed, but that the order had not been delivered, yet I had been charged for it. I received a response saying they would look into it. On 2-15-24 I received an email saying the ticked had been closed. I responded to ask what the outcome was and to say I had never been contacted. I have not received a response. I am asking for assistance in having REMOVEDcredited to my bank, or the order to be delivered. Thank you for your assistance.

  Business Response

  Date: 02/22/2024

  In regard to the complaint made, it is important both for REMOVEDand the BBB to understand that we are a Software-as-a-Service (SaaS) provider.  We are not a liquor store.  Bottlecapps produces mobile phone apps and websites for the retail liquor store industry in North America.  Retail liquor stores use our platform to offer their products to the legal-age public ("end user") that wish to purchase such products FROM THE STORE. As such, we have no financial connection to the product or products purchased by the end user.  All sales are between the store and the end-user; this is spelled out in the Terms and Conditions of use that the end user acknowledges by using the store's app and/or website.

  Given this important fact, we have been in contact with the store on behalf of REMOVEDand have urged them to rectify the complaint made by REMOVED.  Our Chief Operating Officer will be reaching out to REMOVEDtoday (2/22/24) to inform him of the same.

  We therefore consider this matter closed and urge the BBB to correctly categorize the complaint to be addressed by the store in question rather than Bottlecapps.  We further request that the complaint be removed from our BBB record.

  Customer Answer

  Date: 02/22/2024

  I have reviewed the business response and accept this resolution.  My account was credited REMOVEDthis morning.  I am satisfied with this response and plan to take no other action.  I would like to remove my complaint regarding BottleCaps.  REMOVED