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:22/05/2024

  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.

  Subscribed to Vendasta 2023 based on their advertised claims of potential income my business could have as a result of their service offerings. After a few months I saw that their claims were overstated and it was nothing like they advertised. My business was not able to get clients following their marketing methodology. I decided to cancel this business in my company and shift it to a completely different type of business. I requested Vendasta to cancel my service explaining that my business is no longer doing digital marketing but they ignored and continued invoicing me for the months leading up to the end of the contract term. * ***** ***** ** ** **** ** **** ** *** *** ******* **** ** ** ******* ** ** ***** *** ********* ************ ** * **** ** ** ******* ** * ******* **** **** *** ******* ** ***** ****** ** **** ****** ** **** ** ******* *** **** ******* ** *** ******** **** ****** *** ******* ** **********

  

  Business Response

  Date: 28/05/2024

  Hi *******, 
  
  We acknowledge your concerns and appreciate the opportunity to address them. We apologize for any frustration this situation may have caused and would like to provide an explanation below.
  
  We understand you subscribed to our service in 2023 and regret that our service did not meet your expectations and that your business did not achieve the desired results.
  
  Upon receiving your cancellation request in October 2023, we promptly noted your request and scheduled a meeting for October 17 to discuss your concerns and the terms of your 12-month contract, which includes a 90-day notice for termination. Unfortunately, you did not attend the scheduled meeting. After you missed the meeting, you responded to our follow-up email to inquire about downgrading to a lower plan and the associated cancellation charges.
  
  We replied with the requested information and proposed another meeting to discuss your options further, but did not receive a response to our emails on October 17, April 2, and April 5.
  
  As per the terms of your contract, early cancellation requires a 90-day notice of non-renewal. We could not process an early termination due to these terms.
  
  We value our partners and are committed to finding solutions that work for both parties. We encourage you to reach out directly so we can discuss this matter further and work towards a satisfactory resolution.
  
  Thank you for your understanding and cooperation.

  

  Business Response

  Date: 28/05/2024

  Hi *******, 
  
  We acknowledge your concerns and appreciate the opportunity to address them. We apologize for any frustration this situation may have caused and would like to provide an explanation below.
  
  We understand you subscribed to our service in 2023 and regret that our service did not meet your expectations and that your business did not achieve the desired results.
  
  Upon receiving your cancellation request in October 2023, we promptly noted your request and scheduled a meeting for October 17 to discuss your concerns and the terms of your 12-month contract, which includes a 90-day notice for termination. Unfortunately, you did not attend the scheduled meeting. After you missed the meeting, you responded to our follow-up email to inquire about downgrading to a lower plan and the associated cancellation charges.
  
  We replied with the requested information and proposed another meeting to discuss your options further, but did not receive a response to our emails on October 17, April 2, and April 5.
  
  As per the terms of your contract, early cancellation requires a 90-day notice of non-renewal. We could not process an early termination due to these terms.
  
  We value our partners and are committed to finding solutions that work for both parties. We encourage you to reach out directly so we can discuss this matter further and work towards a satisfactory resolution.
  
  Thank you for your understanding and cooperation.

• Initial Complaint

  Date:15/11/2023

  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.

  I subscribed to Vendasta's free trial on 9/12/23, which ended on 10/12/23. Expecting a seamless cancellation, I was surprised to find a charge on my credit card the day after the trial expired. Upon contacting Vendasta on 10/13/23, they agreed to process a refund. A month passed without a refund, and to my dismay, I was charged again for a monthly subscription on 11/12/23. I immediately contacted the company for a second time on 11/14/23 requesting refunds for both charges. Despite assurances, both issues remain unresolved as of 11/15/23. Resolution Sought: I seek immediate refunds for both charges, totaling $1498, and confirmation that my subscription is canceled to avoid future charges. Key Details: First and Second Charge Dates: 10/12/23, 11/12/23 Amounts: $749 and $749 Correspondence: Available upon request I trust the BBB to facilitate a fair resolution. Sincerely, **** ****

  

  Business Response

  Date: 17/11/2023

  We would like to extend our sincerest apologies for the delay in processing your refund. We understand the importance of a swift resolution, and we regret any inconvenience this may have caused.

  The subscription fee refunds, totalling $1498 (2 x $749), have been issued back to your credit card as of yesterday, November 16th. While we have initiated the refund process, the timeframe for the funds to appear on your credit card statement is subject to your credit card provider's policies. We appreciate your patience during this period.

  To provide further assurance, we want to emphasize that your credit card will not be charged again. However, we understand the importance of your peace of mind, and if you prefer, we are more than happy to remove your credit card information altogether from our system. Please let us know if this additional step would make you more comfortable.

  If there are any further concerns or if you require additional assistance, please do not hesitate to reach out to our customer support team. We are committed to the success and satisfaction of our valued partners. If you have any questions or concerns, feel free to reach out to our customer support team. Once again, we apologize for any inconvenience caused and appreciate your understanding as we work to improve our processes.

• Initial Complaint

  Date:20/09/2022

  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.

  I tried out an online subscription service from this company and decided to discontinue since it was not as promised. After informing them they refused and still charged me. I informed them but they still keep trying to charge my card every month. Now they have taken me to collections. I told them several times but no response as of yet

  

  Business Response

  Date: 15/11/2022

  Business Response /* (1000, 10, 2022/10/26) */ Here is our breakdown of communication: - Signed July 31, 2020, upfront Growth $5988 was split into $499, 2 x $2744.50. - Sept 2020: asked to downgrade, saying he wasn't ready. Still hadn't paid the rest of his sub yet (2 x $2744.50)Sept 30 Account Manager had a call with **** to go over his request: felt that he jumped the gun on signing (his business wasn't ready, and didn't have the money to honour his contractual commitment).Because of the technology and people costs so far, **** was held to half of the contract: we would write off/waive one of the $2744.50, but he still have to pay the other $2744.50 (cut the balance owing in half) - Oct 13, 2020: Account Manager presented this to ****, and said we could provide a payment plan if payment of $2744.50 in one go wasn't possible. We also offered to keep him on Growth for the next 6 months, so he was getting the service we were holding him to, then move him to Startup after the 6 months. - Oct 15, 2020: Finance sent a payment plan to him for the $2744.50, but he never replied.**** went dark until almost a year later, then on Sept 30, 2021: he emailed Account Manager asking to talk, so we set up a call - Oct 5, 2021: we had a call and he said he wanted to restart a partnership, and asked that we remove the Collections from him (for the $2744.55 that was sent to Collections because we never heard back from him). Account Manager re-worked the payment options with finance, finance removed Collections (since he said he would resolve the Oct 2020 balance with us directly) and presented him with subscription options to rejoin. - He went dark for periods of time, then resurfaced. He said he wanted to rejoin us on Essentials and pay the balance, then went dark again. - March 31, 2021 was the last direct communication Account Manager had from him, where he said he was going to check out the Academy to jump start his resumed partnership. - April 1, 2021: Finance confirmed the payment plan to resolve the $2744.50 and restart the partnership - April 4 and May 9 payment plan installments are paid ($288.7 each) - June 13, 2021 $228.70 payment plan payments fails, Finance emails ****. - July 4 $228.70 payment plan payment fails.Account is then closed (re-suspended) and the balance sent to Collections by Finance due to the failed payment plan. At the time of the retention case, his main reason for wanting to cancel the contract was lack of clients and funds, not the solution "being not as promised". We also never refused, but rather provided options given the signed contract **** entered into.