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:06/26/2025

  Type:Order Issues
  Status:

  UnansweredMore 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.

  *** promised my company a certain feature that was vital for the mileage tracking service to work. In the sales call, I specifically told them that the ability of the first 30 miles to be automatically deducted was a feature I must have for us to use their Mileage tracking program, and there was no wiggle room. The feature works, then we'll use it. If the feature does not work then we will not use the program. They said they will add that feature and I signed a contract. The next week they said that the 30 mile deduction feature could not be created. I said fine, and said that I would use our old program, but thanked them for trying. But later they did not cancel my contract and kept charging me. They ignore my emails and are ghosting me.

• Initial Complaint

  Date:04/30/2025

  Type:Product 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.

   
  Complaint: 23268298
  
  I am rejecting this response because:

  Irrelevant that you have a web page detailing that you broke this feature. You break it, you fix it. When is it coming back? And what led to the decision to turn off the old website before the new one was ready, when you have paying customers?

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

  Business Response

  Date: 05/05/2025

  Hi ********,
  
  I'm sorry to hear about the challenges you've faced with TripIt.
  
  Ive connected internally with the TripIt Pro team and learned that this is part of a planned launch of the new web experience.
  
  I also saw that you had already reached out to the support team, and they processed a pro-rated refund for you on April 22, 2025. This refund covers the period from when the Travel Documents feature became unavailable on our website through the end of your paid subscription.
  
  While I completely understand your concerns, a full refund wouldnt apply here since:
  
  - All your data in Travel Documents is still secure and accessible through the mobile app. If you prefer using a desktop, the Mac app also supports this.
  
  - The New web experience: Updates page clearly mentions that Travel Documents is not yet available in the new web version.
  
  Let me know if there's anything else I can help with.
  
  Respectfully,
  ***** ****
  SAP Concur - Product Success

  Business Response

  Date: 05/22/2025

  Hi ********,

  Thanks for your feedback, I understand your frustration. 
  

  The feature wasnt broken; it was intentionally left out of the new web app as part of a broader product decision based on usage data and platform priorities. We moved away from the old site to avoid the challenges of maintaining two platforms, which can slow progress of introducing enhancements to our new website. 
  

  While we cant promise if or when the feature will return to the new website (it's still available on mobile and on the Mac app), were actively collecting input like yours to help guide future updates. If youre open to sharing how you used it, wed really value that insight.
  

  Respectfully,
  ***** ****
  SAP Concur - Product Success
  

  
  

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23268298
  
  I am rejecting this response because:

  Thanks, the previous agents were just rude, non-responsive, and untruthful. So I do appreciate you being ***** and courteous with me. And while I understand that you didn't mean to diminish the features on the new website, the reality is that you built something worse. So please let us know when you plan to bring it up to par with the old website, including the feature I mentioned. The old website being harder to update is a problem for Concur, and you made it a problem for your customers instead with a new website without all the features.

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

• Initial Complaint

  Date:01/07/2025

  Type:Order 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.

   
  Complaint: 22782694
  
  I am rejecting this response because: On January 9, I received a response from ***** at Concur SAP, stating that he would reach out to the internal team responsible to gather more details and explore a potential resolution. I replied the same day, suggesting a virtual meeting with the Concur team so ***** could hear both sides of the story simultaneously, which would save time on the investigation.
  
  On January 10, ***** responded, stating that he needed to sync with the internal stakeholder first and requested a few days to do so. In my reply on the same day, I politely reminded him of the need to respond to BBB within 7 days.
  
  On January 14, I followed up with ***** to check on the status of his investigation. He replied an hour later, stating that he had not made any progress yet as he had not been able to connect with the customer success manager for ********
  
  As of today, January 15, we have not received any updates from SAP Concur, not to mention a resolution.
  
  Sincerely,
  
  **** ****e repeatedly threatened to suspend our access to Concur. Additionally, they applied our payments for October and November invoices to the disputed invoices for August and September, and they continue to pressure us for payment on the October and November invoices.We have also attempted to arrange a conference call with the account manager and sales team to discuss the disputed charges, but no one has accepted our meeting requests.While the open balance is not a significant amount, the experience working with the Concur team has been highly disappointing, especially as a new customer. At this point, we kindly urge them to assign a point of contact who can coordinate a meeting with the relevant stakeholders to resolve this dispute.

  Business Response

  Date: 01/09/2025

  Hi **** ****, 
  
  I'm sorry to hear about the challenges you've faced with SAP Concur.
  
  My team will reach out personally to help. 
  
  Respectfully,
  ***** ****
  SAP Concur - Product Success
  

  Business Response

  Date: 01/28/2025

  Dear BBB,
  
  Our Customer Success team is in direct contact with Ting, and I am personally overseeing the situation.
  
  We are currently in the process of approving a credit request, which involves coordination across several internal teams. The complaint should remain open until the process is fully completed.
  
  Thank you for your understanding.

  ***** ****
  SAP Concur - Product Success

  Customer Answer

  Date: 02/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find it consistent with the communication between SAP Concur and myself. However, the final resolution will not be available until February 11, 2025. I will provide an update to the BBB once SAP Concur issues a resolution and will indicate whether it is satisfactory.
  
  In the meantime, I kindly request that this case remain open until the resolution is finalized.
  
  Thank you. 
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:12/17/2024

  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.

  SAP Concur has been calling repetitively after being asked to remove our phone number repetitively. We have also declined the offer multiple times via email. The callers call on behalf of *******, after being asked to be connected to try to resolve the issue ******* is not available and he is on the other line. We have had as much as 10 calls in one day between two different employees that *** calls and asks for. This borderline harassment.

  Business Response

  Date: 12/18/2024

  Hi ******, 
  
  I'm sorry to hear about the challenges you've faced with SAP Concur.
  
  My team will reach out personally to help. 
  
  Respectfully,
  ***** ****
  SAP Concur - Product Success

• Initial Complaint

  Date:11/09/2024

  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.

  I have been paying for an account I cannot access for over a year. Concur emails me to log on in order for me to close my account. But this is the problem. I want to cancel my account and get a credit. they have not implemented my account it was opened july 2023 and has never been used.

  Business Response

  Date: 11/14/2024

  Hi *****, 

  We received notification of your challenge terminating the service. I'm sorry to hear about the difficulties you've been having and how long this has been going on. My colleague will reach out to you directly to assist with next steps. 

  Sincerely, 

  Nic Tomei | Product Success

• Initial Complaint

  Date:11/06/2024

  Type:Billing 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.

   
  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 if they are willing to look further into this. 
  
  Sincerely,
  
  ***** ****** an amicable resolution. Please confirm the termination of our agreement and the waiver of any outstanding balance at your earliest convenience.Thank you for your attention to this matter.

  Business Response

  Date: 11/07/2024

  Hi *****, 
  
  I'm sorry to hear about the challenges you've faced with SAP Concur.
  
  My team will reach out personally to see if there's a way we can help. 
  
  Respectfully,
  ***** ****
  SAP Concur - Product Success
  

• Initial Complaint

  Date:06/26/2024

  Type:Order 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.

  I attached several documents to the original case to support my claim.  I did hear directly from *****, but they have not made any attempt towards a resolution, only that they will get back to me.  I would like this case to remain open until they make an attempt towards a resolution.  As I stated, I was out of the country and unable to respond within the response time window.
  
  Thanks,
  

  
  

  billed from 1/24-3/24 for the services for the new company that was never set up, so I disputed them. The new relationship manager told me that she could not open a case to have these refunded until I paid them, so in good faith I paid them. ***** later she said her case for the refund was denied. On 5/3/24 after still not having the new company set up or finding a solution, I notified SAP Concur my wish to terminate their services. I made several attempts to come to a resolution with them, only to get the runaround and their refusal for a refund for services paid for were never received. The existing company was down entirely for December, I paid $386.01 for services never received. The new company was never implemented by 1/1/2024 as promised, I paid $1,7445.15 for services never received. Additionally, I had to pay a 3rd party for a QuickBooks connection never fully used $2,325.00. In total, I paid $4,456.16 for services promised and contracted that we never fully received.

  Business Response

  Date: 07/01/2024

  Hi ****, 
  
  I'm sorry to hear about the challenges you've faced with SAP Concur.
  
  My team will reach out personally to see if there's a way we can help. 
  
  Respectfully, 
  
  *******************
  Product Success
  
  

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 21905868
  
  I am rejecting this response because: I have received no further communication from the business and they have not made any attempt at a resolution at this time. 
  
  Sincerely,
  
  **** ***

  Business Response

  Date: 07/29/2024

  Hi ****,
  
  As we discussed via email, we are still internally reviewing this case.
  
  Ill update you as soon as possible with more information.
   
  Respectfully,
  
  *******************
  

  Business Response

  Date: 08/09/2024

  Hi ****,
  
  On July 31st, I shared a proposed solution with you via email, and I appreciate your acknowledgment.
  
  Its my understanding that our Cash Collections team is now in touch with you to finalize the reimbursement details. If anything isnt going as expected, please dont hesitate to reach out to me in our email thread.
  
  Thank you,
  *******************

  Customer Answer

  Date: 08/20/2024

  Can you please keep this complaint open?  While I did receive a refund offer from SAP Concur, they have yet to send me the amount so the issue is still unresolved at this point.
  
  Thanks,
  

  
  

  Business Response

  Date: 09/06/2024

  Hi ****,
  
  Just following up on this case. Were you able to confirm the payments with your AP team?
  
  Thanks,
  *******************

  Customer Answer

  Date: 09/12/2024

   
  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:05/17/2024

  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.

  Thanks for reaching out. So, still no resolution from SAP Concur. After your last email, someone from SAP reached out and essentially gave me an explanation that in a very round about way, said they didnt think they could do anything. I replied saying they needed to figure it out and stop making such an ordeal out of something so small and I never heard from them again. I will forward the last and only email I got from them. Let me know how you would like to proceed. You may contact me by cell for any further explanation. Thanks
  
  *******************
  **************
  

  
  

  Jan 2025. Im a startup and its much harder for me to eat 3k than it is for their company. Furthermore, since Im not an active user and Im not even using the platform, there is no cost involved for them at this point. So Im literally paying them for something that isnt costing them and Im not using at all. I get that I signed a contract but things change especially in business and they just arent willing to even consider my situation. Im super unhappy with their service and the fact that they are just going to hide being their contract.

  Business Response

  Date: 06/13/2024

  Hi ***, 

  I'm sorry to hear the Concur solution did not work for your business at this time. My team will reach out personally to see if there's a way we can help. 

  Respectfully, 

  Nic Tomei

  Product Success

  Customer Answer

  Date: 06/27/2024

  As mentioned, below is the full conversion from them. Let me know if you received this and can see all the messages in the thread. Thanks 
  
  Sam 
  
  
  Begin forwarded message:
  From: ************************* <*********************>
  Date: June 17, 2024 at 10:58:17 PDT
  To: "********************" <***************************>
  Cc: "*****, Nic" <*****************>
  Subject: Re: SAP Concur - BBB follow up
   
  I think its because this complaint was linked to my personal email. My business email is ********************************** or **********************************************
  
  
  
  
  On Jun 17, 2024, at 10:37, ******************** <***************************> wrote:
   
  Hi ***,
   
  My name is *******************, and I'm assisting Nic in reviewing this process.
   
  I was unable to identify your company name by searching with your email address. Could you please share it with us? Additionally, could you let us know who the account contact youve been working with is?
   
  Thank you,
   
  *******************
  Senior Program Manager
  ISBN Product Success SAP Concur
  LATAM & Americas SMB
  ? 07:00AM 04:00PM EST
   
  From: ************************* <*********************>
  Date: Thursday, 13 June 2024 at 17:27
  To: Tomei, Nic <*****************>
  Cc: ******************** <***************************>
  Subject: Re: SAP Concur - BBB follow up
  The only resolution I'm interested in is canceling my service. My account was never even set up, I dont use it and I have no use for the service. I have never submitted one receipt or used the platform for a single function. I was very clear when I signed up that I was doing it to prepare for an account that we were going to get and that I was not sure if SAP would work for our use case. You are billing me $500 per month for something that I never even used. You guys are making far too big of a deal about this. $500 a month is a lot for a small businessyet its nothing for you. And now youre losing a customer and making it so that for the rest of my life Im going to go out of my way to ensure I tell anyone I know to not ever use your company. If you want to resolve this just simply cancel my contract and stop billing me for something I dont use. 
   
  Sam 
  
  
  
  On Jun 13, 2024, at 13:13, Tomei, Nic <*****************> wrote:
   
  Hi ***, 
   
  I sent a reply to your BBB complaint mentioning wed reach out personally to try and help. Apologies the delay in our reply. Were in a transition period with several of our key stakeholders and we only received notice of your complaint and request this week. 
   
  We understand the position youre in as a business. My colleague and I will reach out to the account team and SAP Finance to look for any potential resolution path for your account, but to be candid, now that Finance is run through SAP Corp and not SAP Concur directly, we have less recourse and ability to affect changes where contractual obligations are concerned. 
   
  Respectfully, 
   
  Nic Tomei
  ISBN Product Success
  SAP Concur Bellevue, **
  T: ************. E: *****************
  <image001.png>
   
  This e-mail may contain trade secrets or privileged, undisclosed, or otherwise confidential information. If you have received this e-mail in error, you are hereby notified
  that any review, copying, or distribution of it is strictly prohibited. Please inform us immediately and destroy the original transmittal. Thank you for your cooperation.
   
  

  
  

  Customer Answer

  Date: 07/03/2024

  The only resolution I'm interested in is canceling my service. My account was never even set up, I dont use it and I have no use for the service. I have never submitted one receipt or used the platform for a single function. I was very clear when I signed up that I was doing it to prepare for an account that we were going to get and that I was not sure if SAP would work for our use case. You are billing me $500 per month for something that I never even used. You guys are making far too big of a deal about this. $500 a month is a lot for a small businessyet its nothing for you. And now youre losing a customer and making it so that for the rest of my life Im going to go out of my way to ensure I tell anyone I know to not ever use your company. If you want to resolve this just simply cancel my contract and stop billing me for something I dont use. 
   
  ***
  

  
  

  Customer Answer

  Date: 07/12/2024

   
  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,
  
  *************************

  Business Response

  Date: 07/11/2024

  Hi ***, 

  My colleague sent you a follow up email with resolution. Please respond to us on that thread if you have any follow up questions.

  Respectfully, 

  Nic Tomei

  SAP Concur

• Initial Complaint

  Date:01/11/2024

  Type:Customer Service 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.

  Thank you, BBB for your valued service in this avenue of communication, support, and recommendations. Although SAP Concur did not directly reach out to you, the BBB, or the company I work for, it appears that they may have stopped calling us. That was my goal. I have not received a call from them since I sent you the complaint earlier this month. Again, thank you for your service of intervention and recommendations for actions I may take should SAP Concur resume calling us.

  With gratitude,

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

  s asked what is needed, the response is vague and something like ********************************* wanted me to call. I ask what for and the caller has no answer and says they will just call back.- We just want them to STOP calling and respect our wishes!