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:12/08/2025

  Type:Product 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 am filing this complaint due to ongoing misrepresentation and failure by Subsplash to deliver promised services. When our church signed up in December 2019, we were assured the $55/month plan would replace REMOVEDand provide all needed features. This was untrue. Each time I contacted Subsplash about missing functionality, I was told to upgrade, causing our monthly cost to rise to $282.99 without ever receiving what was promised.Major issues included:Our church giving was never successfully migrated from REMOVED, despite repeated assurances.Our Apple and REMOVEDapps were never functional at the same time, and the issue was never REMOVEDregularly took a week or more to respond, making it impossible to keep our digital tools working.Even after years of paying more, the core problems remained. This caused serious financial strain on our small church, which paid nearly $8,000 over five years for services that never met expectations.When I attempted to cancel, Subsplash initially insisted on charging three more months of fees despite the long pattern of unmet promises. They eventually waived that fee but refused any refund for the most recent months, when we were paying the highest rate yet still lacked key features.This represents a clear pattern of:Misleading sales claims REMOVEDto deliver the contracted service Poor customer support REMOVEDharm to a nonprofit organization I request BBB review and an appropriate partial refund due to Subsplashs long-term failure to provide the services we paid for.

  Business Response

  Date: 12/17/2025

  To whom it may concern,

  Thank you for sharing with us how your experience did not meet your expectations. We have refunded your subscription fees totalling $1,697.94. The refunds were issued on December 9, 2025.  Please allow 5-7 business days for the refund to be deposited to your account. 
  We hope that this resolves your concerns to your satisfaction. If we can be of any further assistance please do not hesitate to reach out. 
  

  Best,

  
  REMOVED
  Sr. Director, Risk and Compliance
  Subsplash

  
  

  Customer Answer

  Date: 12/17/2025

   
  Hi BBB, 
  
  I'm satisfied with the business's resolution to complaint ID REMOVED.  
  
  Thank you.
  
  REMOVED

• Initial Complaint

  Date:02/12/2025

  Type:Product 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.

  November 2024 - February 2025 Our experience with Subsplash was suboptimal. After a demo to our staff, the Subsplash team strongly suggested we take advantageof their sign-ondeals. REMOVEDhad not had adequate time to peruse their offerings as we started considering switching platforms during the busy holiday season, but there were assurances that Subsplash would handle everything we needed so we joined. In January, once we were able to investigate Subsplash further, we were dismayed to discover there are aspects of the platform that would be downgrades from our current system REMOVEDThere are many areas of concern but here are two examples 1) There is no way to record check or cash registrations for events online and 2) There is no way to select rooms when making an event registration at our church. Additionally, we found customer support could only be gained through sporadic email responses or by scheduling a phone appointment - two weeks out with our sales rep. REMOVEDonly used the giving application of Subsplash, nothing else, so no time was spent in training our staff and barely any used to get us set-up. REMOVEDdecided to cancel and requested a refund and were told that Subsplash would keep the three-monthdeposit per our contract. They refunded us much less. REMOVEDescalated the situation to a manager, REMOVED, and were told we WOULD, within 7-10 business days, receive the additional sign-on fees refund minus the three months deposit but not only have the business days passed and we are yet to receive the additional refund (about 2.5K), but REMOVEDhas also ghosted us (three emails and two phone appointments completely ignored).

  Business Response

  Date: 02/13/2025

  To whom it may concern,

  Thank you for sharing with us how your experience did not meet your expectations. We have refunded your annual subscription fee as well as your streamlined onboarding fee totaling $4,659.91. The initial refunds were issued on November 27, 2024 and January 22, 2025 with the remaining refund issued on February 11, 2025. Please allow 3-5 business days for the remaining refund to be deposited to your account. 
  

  We hope that this resolves your concerns to your satisfaction. If we can be of any further assistance please do not hesitate to reach out. 
  

  Best,
  

  REMOVED
  Sr. Director, Risk and Compliance
  Subsplash
  
  
  

  
  

  Customer Answer

  Date: 02/18/2025

  
  
  Ha, actually, sorry we did get the communication you sent us from Mr. REMOVEDso we are satisfied.  Thanks again!
  
  
  
  
  REMOVED
  

  
  

  
  
  -----------------------------------

  
  We received the additional 2.5K refund right away.  So we consider this matter resolved....and quickly.  We received no communication from Subsplash but we are content to have received the proper refund and move on.  Thanks so much for your help with this!
  
  
  
  
  REMOVED
  

  
  

• Initial Complaint

  Date:01/01/2024

  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.

  Upon not renewing an annual contract, we were told verbally we could go month to month and cancel service at any time as long as we notified them before the end of the month when we wanted to terminate services. That was done and we were then charged for a quarter of services that we didn't use. We requested a copy of the contract we signed and the Director of REMOVEDServices, REMOVED, is not able to provide this because he states it isn't something we sign, but click agree to. They have yet to provide any signed documents from our initial contract or proof that we agreed to this. We requested to terminate service on 9/27/23 and then our account was automatically charged for two additional months. It took multiple requests before our client success coach, REMOVEDwould escalate the issue to a supervisor. We were charged $322.99 for October and then a second charge of $665.98 for the remainder of the quarter even though we canceled services before the close of September. All email correspondence attachments now show "Error!" messages.

  Business Response

  Date: 01/10/2024

  Dear REMOVED,
  Thank you for sharing with us how your recent subscription cancellation experience did not meet your expectations. We have refunded your payment of $978.97. Please allow up to 10 business days for your refund to be processed. 
  

  Based on our records, you contacted your Client Success Manager and canceled your subscription on April 17, 2023. I understand that there was a miscommunication or misunderstanding regarding the early cancellation policy and subscription payment requirements as outlined in our terms of service. Please accept our apologies for the inconvenience that this has caused. We are reviewing our processes, procedures, and communication to make improvements to avoid similar situations in the future. 
  

  Please let us know if you have any further questions. 
  

  Best,
  REMOVED
  Director, Risk and Compliance
  Subsplash
  
  
  

  
  

• Initial Complaint

  Date:08/23/2023

  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.

  On August 7, 2023 I registered for an event at my church which unfortunately uses Subsplash. I inadvertently paid the $50 fee 4 times for one registration and the receipt they sent me was only for one registration. As soon ad I realized what had happened I contacted them by email and left a message. When I didnt hear from them I filed complaint with my bank and they temporarily refunded my account the 3 payments made in error. Subsplash then asked me to withdraw my complaint because it cost them money to deal I foolishly did as they asked and the bank subsequently ended their investigation but Subsplash did not refund my money. They said the bank has to contact them and tell them their investigation is complete but since I withdrew my complaint they didnt complete it and they re-debited my account the 3 REMOVEDsent a photo if one of the 3 letters the bank sent me for each debit saying that per my request they would stop researching the transactions and withdraw $50 from my account 3 times. REMOVEDstill insists the bank has to contact them before they refund my money. This is not right. I need that money now. Please help.

  Business Response

  Date: 01/10/2024

  Dear Ms. REMOVEDaccept our sincere apologies for not responding to your BBB inquiry when you first reached out. My records indicate that refunds totaling $150.00 were issued between August 10, 2023 to August 11, 2023 for the three disputed transactions. 
  

  We hope that this resolves your concerns to your satisfaction. If we can be of any further assistance please do not hesitate to reach out. 
  

  Best,
  

  REMOVED
  Director, Risk and Compliance
  Subsplash