ComplaintsforSmartsheet.com, Inc
Computer Software Developers
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Complaint Details
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Initial Complaint
03/24/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have contacted the *********************** multiple times and requested cancellation. I continue to be charged. This has been ongoing for several months now.Initial Complaint
03/22/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I have made multiple attempts since November of 2023 to stop payments on this product. They never email back and the phone number tells you to email. There is not way to contact this company.Initial Complaint
10/20/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I had previously worked with this company and have paid them for services in the past. They attempted to invoice me for 2023 online services. I reached out right away and was told that I couldn't cancel or change my service. The company then did agree to let me downgrade to a lower level plan. I wasn't able to get into the system to do what they requested because they had cut off access. This has been months ago and they are still currently billing me even though they aren't providing any service and blocked access to my account.I don't need access to my account (and would be very happy to never deal with Smartsheet again) but there has to be something illegal about charging for services that aren't being provided.I asked for a log-in user tracking history to share with you. They have not provided that. I will also attach the screen shot to show that there is no access to their site but they are still invoicing me through the current period. I haven't had any access since this spring.Initial Complaint
10/17/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Unethical billing practices. We received a bill via email on 10/06/2023, dated dated, regrading a subscription renewal. ************** called and emailed Smartsheet on 10/06/2023 requesting to either cancel or downgrade licensed users. After several attempts never heard back from Smartsheet. Finally received an automated response on 10/16/2023 that per their policy they require a 30 day notice to cancel or downgrade services. Therefore, our subscription would automatically renew for an entire year. Smartsheet refuses to have an account representative call to discuss invoice and charges. Our only recourse is to complete an online form and wait for an automative response. Smartsheet has made no attempt to bill or notify the company, **************, of this renewal in a timely, professional, or ethical manner. In an attempt to force an additional billing cycle. Smartsheet has made no attempt to notify the contract owner or accounts payable contact that have on file for **************, of the upcoming renewal or invoice due date until it was passed their cancelation policy agreement.The resolution I seek is that the license is completely terminated and no money is owed to Smartsheet for a renewal.Initial Complaint
09/26/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Smartsheet has been double billing our business since July 2022 for the amount of $96.00 each time. I have submitted proof to Smartsheet but they continue to double bill. I have spoken to numerous people at Smartsheet, some say they can't find the account, other just switch me over. The last person I spoke to was ***************************** in Feb 16, 2023. He has not resolved the issue yet.I went to my bank to stop the double billing. **** of America allowed me to dispute some charges not all and removed them temporarily only to recharge our checking account. Please help us retrieve the over payments. We are a small company and every ***** counts. The company owes use $1,440 in overpayments.Smartsheet is using our checking account number for autopayments so I am unable to stop or block the charges.Initial Complaint
07/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Smartsheet has a policy in their agreement that states SeaStar Medical must cancel 30 days prior to the renewal or it will be another 12 month license and thus charge. I reached out to them about 15 days prior and they stated that it would have to have been done 30 days and we would be charged. This is much like business model of home security systems and I believe it is completely unethical as well as not good business practice. This is like forcing customers to stay with something they don't use. The resolution I seek is that the license is completely terminated and no money is owed to Smartsheet for a renewal.Initial Complaint
07/06/2023
- Complaint Type:
- Order Issues
- Status:
- Unanswered
We had an account with Smartsheet that was specific to a particular contract. The contract ended in February 2023, so when we received an invoice dated April 16, 2023 and due on June 15, 2023, we proceeded to cancel the account immediately. With communication issues on the part of Smartsheet, we had our official cancellation logged on April 20, 2023. The company was primarily dealing through email and their website, making phone communication almost impossible. We were told that since we did not give 30 days notice before the start of the new contract year (officially April 17) we would have to pay for the entire year even though we had no use for the product. In addition, we received the notification of renewal one day before the start of the new contract with a due date two months later, with no previous notices. Having cancelled as soon as we received the renewal notice, we requested that the account be cancelled immediately. After multiple attempts to cancel, we offered to pay an extra month of service (which we would not use) to be accommodating, explaining we are small business and unable to pay for a service for an entire year that are not using. We were told they understood if we didn't pay but they could not override the system. We have never missed a payment in 30 years of business and never filed a complaint against any business prior to now.Initial Complaint
04/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We are already customers of Smartsheets. I set up a free trial to learn about another platformowned by ********************************* I was told (prior to setting up the free trial) that we weren't charged per employee, only licensed users of the system. I was told that any work completed within the free trial would transfer to the paid plan if we purchased it. So I put in time setting it up. When I felt the plan would work for us I let them know and at this point they tried to sell me on a higher "Advanced" plan which would include ALL Smartsheets products and support. I looked into the pricing a bit more, and when I finally came to the conclusion that instead of costing me $3k for a year of R.M. they were trying to sell me less than half a year of Advanced (all platforms) for $4K, with a $10K renewal in September of the same year leading to over $14K spent in a single year. I told them that was out of budget and I was only interested in ******************** At this point I believe they were upset that they couldn't make the larger sale, because I couldn't get them to send me the Docusign for just ******************** I was finding it hard to just buy the one single product I was interested in without committing to the higher plan and spending $14K! I finally got the contract, but NO ACCESS to ******************** I was not given new login info and log in with the free trial said it had expired! It was weeks before I got a login, and at this point I had to start COMPLETELY OVER! They didn't link my free trial account to the one I purchased. When I asked why I was told I COULD PAY FOR SUPPORT! Now they say I have to pay for each employee, not just licensed users making this system potentially unaffordable and that was not what was originally discussed!!!! HELP! I made the purchase almost a month ago and cannot use it!
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Customer Complaints Summary
10 total complaints in the last 3 years.
8 complaints closed in the last 12 months.