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: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. ** had 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 ****************** There 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. ** only 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. ** decided to cancel and requested a refund and were told that Subsplash would keep the three-monthdeposit per our contract. They refunded us much less. ** escalated the situation to a manager, ***** *****, 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 ***** has 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,
  

  ***** **********
  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. *********** so we are satisfied.  Thanks again!
  
  
  
  
  ******* ********
  

  
  

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

  
  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!
  
  
  
  
  ******* ********
  

  
  

• 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 ****** Services, ***********************, 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, ************************* would 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 ******************,
  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,
  *******************************
  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 ********* sent 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. ******************** still 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. ********************* accept 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,
  

  *******************************
  Director, Risk and Compliance
  Subsplash

  
  

• Initial Complaint

  Date:02/27/2023

  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.

  In December 2022, our church decided to cancel our contract with Subsplash. We spoke with *************************** and told him as of December 31, 2022, we would like to cancel our contract. He replied via email that we would be due a refund of $2,749.89. As of today, February 27, 2023, almost 60 days after our cancelation we have yet to receive a refund and minimal response. The company has lack luster responses. Is not honest in their practices.

  Business Response

  Date: 01/11/2024

  Dear *****************,

  
  Please accept our sincere apologies for not responding to your BBB inquiry when you first reached out. My records indicate that refunds totaling $2,624.89 were issued on February 27, 2023. Please find attach copies of the refunds. 
  

  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,
  *******************************
  Director, Risk and Compliance
  Subsplash
  

  
  

• Initial Complaint

  Date:08/03/2022

  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 cancelled my websites with snappages, AKA Subsplash back in March 2022. On March 21 2022 I was sent an email from *************************** (after I requested confirmation) confirming that the accounts were closed. Today, August 3, 2022, I get an email indicating that Subsplash is trying to charge me $144 for my 'thriftyfarmgirl' website! Why are they trying to charge me when I have no accounts with them? I emailed subsplash today in response to this and forwarded them the email proof from one of their representatives. When I sent my email to them, their website indicated that it could be 1 week before I get a response! That's when I decided to file this report. I can't deal with them anymore, which is why I cancelled my accounts with them months back. I'm including screenshots from the email in March from subsplash confirming that my accounts were cancelled, and the one I received from them today regarding the charge that they are trying to put through. This is insane.

  Business Response

  Date: 08/05/2022

  Dear **********************,

  Thank you for sharing with us how your experience did not meet your expectations. I have confirmed with our support team and our billing department that your account is closed and that you have not been charged and will not be charged in the future. 

  Based on our records you contacted Customer Support and cancelled your service on March 21, 2022. Unfortunately, due to human error your account was not cancelled when originally requested. Please accept our apologies for the inconvenience and frustration that this caused.

  Your experience in this situation does not reflect our goal of delighting customers and we need to do better. Please know that I am reviewing our processes and procedures to make improvements to avoid similar situations in the future. Again, thank you for bringing this to our attention. 

  Please let me know if you have any further questions.

  Sincerely,

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

  Director, Risk and Compliance

  Subsplash

  Customer Answer

  Date: 08/05/2022

   
  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:05/19/2022

  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.

  We have been with the company since 2018. Our board desired to move to another company and not renew. We had one conversation with our account manager and made him aware of our plans. According to their terms and conditions, you have to submit a request to not renew 30 days before your contract renewal date. We did so by email, and phone calls. They charged us on May 15th and then removed our app on May 17th. They were supposed to allow us a 30-day transition period, as our contract does not end until June 13th. We called and emailed, and never received any response as to why this was done. Their termination process is very convoluted. They really don't give you any idea of how cancellation works, and seem to make it very difficult to do so. On top of it all, we paid for a developer package and an initial **** investment on top of the first month's fee. We found out after the fact, that they never actually put our app in the ****** play store under our account, they put it on theirs, which makes the seamless transfer that much more difficult. so we now, possibly lose, 600+ subscribers. Nothing has been done on their part to resolve the matter.

  Business Response

  Date: 05/26/2022

  Dear ****************,
  

  Thank you for sharing with us how your experience did not meet your expectations. We have refunded your payment and reactivated your app as requested. 
  

  Based on our records you contacted your Client Success Manager and canceled your service on May 15, 2022. Unfortunately, your billing date was also May 15th and the payment had already been charged. We refunded the charge on May 23rd. 
  

  The effective date for the cancellation was incorrectly set to May 15th instead of June 13th which resulted in your app being disabled early. Your app was turned back on as of May 23rd.  
  

  Please accept our apologies for the inconvenience that was caused. We are reviewing our processes and procedures to make improvements to avoid similar situations in the future. 
  

  Please let us know if you have any further questions. 
  

  Best,

  
  *******************************
  Director, Risk and Compliance
  Subsplash
  

  Customer Answer

  Date: 05/26/2022

   
  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. They reached out and made good on everything they said. It seems to be a clerical error. 

  
  Sincerely,
  
  Jordan Filkey