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Business Profile

Project Management Software

Weave

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Project Management Software.

Complaints

Customer Complaints Summary

  • 21 total complaints in the last 3 years.
  • 14 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:06/16/2024

    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.
    I signed up for phone services with Weave in December 2023 with service beginning January 10, 2024. Services were not as demonstrated but I worked with customer care with no resolution. Billing was not withdrawn monthly as contracted nor was the amount as promised. When I requested explanation and correction, the representative said in email it would be corrected and a refund would be issued. This did not happen. 3 months of billing was withdrawn over 2 days from my bank in the wrong amount. At that time I was told a refund would be issued and my account would be cancelled as of June 11. Followed up 2 weeks later and was told it would be 2-3 weeks more before a refund would be processed. Then on June 16 another payment was withdrawn from my bank. This is in violation to our agreement. My account is closed as of June 11

    Business Response

    Date: 06/17/2024

    Were so sorry to hear about this experience. Were focused on making our customer experience the best in class. Can you contact us at ************************************* so they can help find a resolution?

    Customer Answer

    Date: 06/19/2024

     
    Complaint: 21857257

    I am rejecting this response because: I have discussed this matter with customer care and billing- again on Monday of this week and still the refund promised by Tuesday has not happened. While having the best care experience is your goal, the company lacks the execution. For the past 4 months all I have received is nice voices with empty promises. I still have not received my refund.

    Sincerely,

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

    Business Response

    Date: 06/20/2024

    Thank you for letting us know and we apologize for your experience. I have submitted an escalation request to our team and notified your Cancellation case manager. Please continue your correspondence with your case manager.

    Customer Answer

    Date: 06/24/2024

     
    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.

    Sincerely,

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

  • Initial Complaint

    Date:02/28/2024

    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.
    In November of 2023 I signed on to do a free trial with weave and was told nothing would be charged until January of 2024. They did not include everything in the service that they promised in the beginning. They changed the contract up and when they did they charged my card $2700 without my consent or knowledge. I was told at the end of December when I let them know I did not agree to the amount or the contract amount that I did not want to continue trying out weave anymore. I was also told it would be billed monthly. They said I would receive a full refund since I was never supposed to be charged to begin with. The company has sent me to different departments to supposedly resolve this issue. David Menzies is the one that is supposed to be issuing the refund checks. I have emailed him over 10 times now to the point where I am not even getting a response back. I have been told multiple times that I would be receiving my refund checks in the mail this business does not do what they say they are going to do and it has been over 8 weeks now and I have still not received my refund. I was also promised this would be fast tracked since the charge was never supposed to happen. We have had issues with this company from the very beginning. Their support is absolutely terrible when you call you are told someone will call you back and no one ever calls back. This company is a complete mess and they scam business out of money.

    Business Response

    Date: 04/18/2024

    Thank you for bringing this to our attention. We want to extend our sincerest apologies for the frustration and inconvenience you've experienced. Would you be willing to contact us at ******************************** so we can escalate your issue with our Customer Success team?

  • Initial Complaint

    Date:02/23/2024

    Type:Sales and Advertising 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.
    On 11/20/2023, we received a call from Weave for a promotion to engage in a demo of their system with a promise of $105 Amazon Gift Card to be sent within 4 weeks. (offer details printout attached)
    I called and scheduled the demo for 11/28/2023. We did the demo and I included a copy of the email that proves that.
    It is has been more 11 weeks and no sign for the promised gift card!

    Business Response

    Date: 04/18/2024

    Thank you for bringing this to our attention. We want to extend our sincerest apologies for the frustration and inconvenience you've experienced. Would you be willing to contact us at *************** so we can escalate your issue with our Customer Success team?

    Customer Answer

    Date: 04/23/2024

     

    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.




    Sincerely,



    **** *******

  • Initial Complaint

    Date:10/31/2023

    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 purchased phone services with Weave in 10/2022. They have the option to bill annually for a 10% discount, but make it clear to the customer that you can cancel at any time and get money back on a pro-rated basis. In 10/2023, they significantly increased my annual cost by roughly $1600 without notifying me beforehand. When I noticed this, I called them to cancel services and get my annual deposit back. They have made this process as difficult as possible. Here are some of the various things that I've been told about getting my refund:"Our phones aren't working well. That's why your call keeps getting dropped." "We don't reverse credit card charges. You'll have to wait 4 weeks for a refund check." "This estimate for the refund is inaccurate and we know that, but ************ anyway because it is not binding and the only way for us to work on getting you an accurate refund is to sign this incorrect refund estimate first." Their sales team makes promises that the billing team refuses to deliver on. These people are con artists and I would strongly encourage anyone to avoid them. They don't have a monopoly on phone services.

  • Initial Complaint

    Date:04/27/2023

    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 was sold a practice management software that was knowingly not compatible with my EHR. After 3 months of trying they said they couldn’t help me and would refund my miney. Then a few months later they promised only 75% because they said I waited too long to cancel, but we were waiting for them to install and it never happened. Then most recently only 50%. It’s a complete scam. I Have not been refunded any money and it has been nine months now. I paid $8776 and received no service. I have contacted them many times always promised a refund then ignored. I received no service and they kept my money. They are a criminal company preying on small businesses. I have several email conversations documenting the past 9 months attempting to get my money back. The craziest part is Jordan called me in September 2022 and said they would process a full refund because they could not provide service. That was how the service was cancelled. But they act like I canceled when I never even had service to try!!!

    Business Response

    Date: 04/18/2024

    Thank you for bringing this to our attention. We want to extend our sincerest apologies for the frustration and inconvenience you've experienced. Would you be willing to contact us at *************** so we can escalate your issue with our Customer Success team?

Weave is NOT a BBB Accredited Business.

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