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:03/25/2024

  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 received a text message from this company and feel as though it may be a scam. I have tried to call them back numerous times but was unable to get through. All I get is a busy signal. The number that the sent a text from is ###-###-####
  The message says that they are doing a survey to help healthcare Professionals. I sent a text message back to ask how they got my information and I have not received a response. When I read through it more, I felt that it was very suspicious because it says you must agree to not tell anyone about it, not to write a post about it on social media, you cannot discuss anything that you learn from them. Basically you have to agree that you will not mention the company or the survey to anyone. I wanted to share this information because I don't want to see anyone get scammed out of money or share personal information.
  I have tried to call the company numerous times, but I am unable to get in touch with anyone.

  Business Response

  Date: 03/26/2024

  Dear **** *****

  Do you have any further details you can share, such as the survey URL or other sender information? 

  Qualtrics provides a self-service platform whereby the customer using our services determines who to contact, what data to collect, and for what purposes. If you can provide further information, we'll investigate this matter further to determine if any action needs to be taken. 

  Kind regards,

  Rachael 

  Customer Answer

  Date: 03/26/2024

  
  
  Complaint: ********
  
  
  Attached is the information you requested withe the link. 

  Again, I find it to be very suspicious that you would contact me and request that I keep everything a secret. I have attached a copy of that as well. You stated that You do surveys but I would like to know who you're doing this survey on behalf of. 

  I do not want to be contacted by your company again and please do not sell my information. 

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

  Business Response

  Date: 04/08/2024

  Hi **** *****

  I am currently reviewing this and intend to respond in the coming days. 

  Kind regards,

  Rachael 

• Initial Complaint

  Date:03/22/2024

  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.

  As an organization, we pay a lot of money to use this service for our Employee Engagement Surveys. The amount of bugs, issues, lack of usability, and issues contacting support make it nearly impossible to do our jobs efficiently and effectively with Qualtrics. I just want the job to be finished and the bugs to be sorted out and have a functional product to use.

  Business Response

  Date: 03/27/2024

  Dear ******

  Can you please provide further details about your license including the company who has purchased the license, start date, end date etc.? This will enable me to investigate this further internally. 

  Kind regards,

  Rachael 

• Initial Complaint

  Date:03/21/2024

  Type:Service or Repair 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.

  They have been sending out random SMS messages to people asking them to fill out surveys. I never provided them my phone number, signed up for anythign related to their services, or asked them to contact me. They should absolutely not be allowed to just spam-message people's phones like this.

  Business Response

  Date: 03/22/2024

  Dear ****,

  Qualtrics' services are self-service in nature whereby the customer using our services is the organization who determines what data to collect, from whom, and for what purpose. You should reach out to the organization who sent you the *** messages to request that they stop sending you communications. 

  If you require assistance from Qualtrics to identify the organization, please let us know. 

  Kind regards,

  Rachael 

• Initial Complaint

  Date:02/01/2024

  Type:Service or Repair 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.

  We agreed to use their services. We paud over $25,0000 in implementation costs and $8000 in annual fees. Due to a variety of reasons we NEVER EVEN USED THEIR SOFTWARE. Despite paying them $33000, they are trying to collect on next year's fees.

  Business Response

  Date: 02/12/2024

  Dear ****

  Can you please provide further details about your company and license details so that I can locate your contracts and review the circumstances of the situation? 

  Kind regards,

  Rachael 

• Initial Complaint

  Date:01/23/2024

  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.

  This company has sent me 2 emails within the last week claiming to represent Norton Antivirus. The first email stated they were going to deduct $649.99 from my bank account for a 2 year renewal. I called the number provided and told them I do not use Norton and did not authorize this charge. They hung up on me. I phoned numerous times and my calls went unanswered . I phoned my bank and explained the situation and had them flag this amount and then I changed my password. Today I receive another email stating they are going to deduct $849.99 for a 3 year renewal. Once again I phoned them and when I told them I knew it was a scam they hung up on me repeatedly. I am an elderly retiree on a fixed income and I feel this company is harassing me and trying to take advantage of me.

  Business Response

  Date: 01/25/2024

  Hi *******

  Thank you for reaching out. Qualtrics provides a self-service platform whereby customers using the services decide who to contact and for what purposes.

  That being said, we would like to review this further. Can you please provide the survey URLs or forward the email that you received? 

  Kind regards,

  Rachael 

  Customer Answer

  Date: 01/25/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Their response was just wanting me to prove my claim. The last person I spoke to was given the name of the person who originated the last email. When I proceeded to included that email the contents had been erased. I want to be assured this will never happen again and my name, email address and any other information they may have collected be erased from their database immediately. If I receive another "renewal notice" I will seek monetary compensation for my time and mental anguish this has caused.  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 02/12/2024

  Hi *******

  Do you have the URL for the survey? The attachment is only showing me the From and To details.

  If you are not familiar with the sender or have no information about the payment request, we recommend not responding and ignoring the request for payment. 

  Kind regards,

  Rachael 

• Initial Complaint

  Date:01/11/2024

  Type:Sales and Advertising 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.

  Recieved an Email stating I had purchased Norton Antivirus. I have never even heard of this company. Nor have I ever purchased from them. I believe this is a scam, and the company is fake.

  Business Response

  Date: 01/24/2024

  Dear *****

  Can you please a copy of the survey or the *** that you received please? 

  Qualtrics provides a self-service platform whereby customers who have a license to use the services are responsible for distributions. However, we can take a look at the survey if you believe it is fraudulent. 

  Kind regards,

  Rachael 

• Initial Complaint

  Date:09/20/2023

  Type:Service or Repair 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 August 10th I had a meeting with Qualtrics representatives to discuss survey response collection. I reached out for an update 4 days after they promised a response and Qualtrics gave a written statement that they could secure at least 68 valid responses to my survey targeting the audience I provided. The reps let me know that they could not work with me further until I signed up for an account costing $1440. After completing the the account creation process, the SOW was sent 1.5 days after I was told it would be sent.
  
  The information provided stated that the PM was accountable for "checking the survey to ensure it's set up for a successful launch" and assuring the survey targeted the correct panels matching my audience. Once assigned, I received a few minor recommendations, I updated the survey, and the soft launched started which resulted in 7 responses. Six respondents CLEARLY gave false answers that clearly indicated that they had never been in the targeted industry. Again, I had to reachout to the PM two days after he said he would contact me to discuss.
  
  The PM asked me to make substantial changes to the survey which was not feasible from a dissertation process perspective. When I mentioned the issues with the responses, an Account Executive chimed for the first time and told me "we are relying on your screening questions to hone in and find the respondents that we want". Note: That's what I thought (and was told) I was paying Qualtrics for!!!. I asked the Account Executive for a call, he disregarded my request, and he doubled down pointing to my survey as the issue.
  
  At that point (23 days in), it was clear that this "Account Executive" had not read the survey (to which he said "it wasn't his job"). I sent a strongly worded statement letting him know that I looking at alternatives, to which he responded with one of the most unprofessional emails I have seen in a long time. I have requested a refund of the $1440 and have received no response.

  Business Response

  Date: 10/09/2023

  Hi ****

  Thank you for reaching out. Can you please provide me with the names of the individuals that you spoke with? 

  Kind regards,

  Rachael 

  Customer Answer

  Date: 10/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am providing the names of the individuals I spoke with.  Note that the longer thread provided evidence of the background of the request.  Please pass along the attachment I provided above.
  
  
  
  Sincerely,
  
  
  
  **** **********

  Business Response

  Date: 10/24/2023

  Hi ****

  Please note I am reviewing this based on the additional information you provided. I aim to revert before end-of-week. 

  Kind regards,

  Rachael 

  Customer Answer

  Date: 10/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  The business involved in the complaint needs additional time to investigate the complaint.  I will await the ultimate response, but understanding that I have limited time to respond to their request, I am submitting a rejection to keep this complaint open.
  
  
  
  Sincerely,
  
  
  
  **** **********

  Business Response

  Date: 10/31/2023

  Hi ****

  I understand that you are seeking a refund, but my understanding is that we have not received payment for this license. Can you confirm whether you have paid for this license, and if so, on which date you made payment and via which payment method? 

  Kind regards,

  Rachael 

  Customer Answer

  Date: 10/31/2023

  
  
  Complaint: ********
  
  
  I have attached the receipt for payment made on August 28th.  I was required to secure this account prior to receiving an SOW for the XM service.  While I did not pay for the XM service as it did not deliver what was sold, I did pay for the upgraded regular account as the XM staff would not create an SOW until I did (see email from Lanie on August 21st in the attached as well as the attached receipt).

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

  Business Response

  Date: 11/16/2023

  Hi ****, 

  I have been informed by our internal teams that a refund is being processed. 

  Please let me know if you have any further questions. 

  Kind regards,

  Rachael 

   

  Customer Answer

  Date: 11/18/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response and refund by the business in reference to complaint ID ********, I find that this resolution is satisfactory to me and appreciate the work Rachael from Qualtrics did in association with this matter.
  
  
  
  Sincerely,
  
  
  
  **** **********

• Initial Complaint

  Date:05/04/2023

  Type:Service or Repair 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.

  We are having recurrent issues with the audio links for our Qualtrics live surveys as part of a research study to 400+ potential participants. My colleague (************************) and I have contacted Qualtrics support numerous times on 5/3 and on 5/4 and were assured that this was an issue that would be a high priority and handled quickly, but the problem recurred on 5/4 afternoon. This is very frustrating and hurting the quality of our data collection. We need this issue addressed ASAP and should receive financial compensation for the amount of time this is costing ** to troubleshoot this Qualtrics issue.The most relevant tickets are SP_DCFB3B63E2004F42 and Victoria ********* ticket of CS_6BE6D063A1114102. The email I have associated with my account is *********************** but I listed my preferred email above.

  Business Response

  Date: 05/10/2023

  ********* 

  Thank you for reaching out. I wanted to let you know that I am reviewing this internally and will revert back shortly.

  Kind regards,

  Rachael 

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 20020153
  
  I am rejecting this response because it has not yet addressed my concerns. I want to make sure that BBB doesn't auto-close this complaint based on a lack of response from me. I am waiting on ****** to revert back as she suggested and appreciate her thoroughly reviewing this complaint.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/23/2023

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

  Thank you again for reaching out to ** about this query.

  I have reviewed this matter internally and consulted with our Qualtrics University (Quni) team who provide technical support to our customers. Based on our records, we believe we addressed the technical issue that you were facing by providing the required support services. We received the initial support ticket on 3rd May 2023. We investigated the matter, created a resolution, and provided the resolution details to you so that the matter could be fixed on 4th May 2023. We received confirmation by email to our Quni team to confirm the issue had been resolved.

  While we appreciate the frustration caused as a result of this technical issue, we believe we have provided the relevant support to be able to remediate the issue. We do not offer financial compensation as a result of technical issues arising with the Qualtrics cloud services. As with any SaaS platform, technical issues may arise, and our Quni team are available to support and remediate any challenges you may face.

  Our Quni team remains willing and ready to support if you experience any further technical issues. 

  We appreciate your continued business with Qualtrics. 

  Kind regards,

  Rachael 

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 20020153
  
  I am rejecting this response because: Qualtrics was not customer-centered, and this issue with a live survey was solved because of persistence on my behalf and that of my colleague, not due to Qualtrics support. I'm disappointed in this response and my experience with Qualtrics. I will use REDCap in the future.
  
  Sincerely,
  
  *****************************