ComplaintsforNitrogen (Riskalyze)

• Initial Complaint

  11/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I started my membership with Riskalyze in 2021 after my business partner retired. Since then we've used the system less and less as the updates kept making it harder to use and less relevant for our company. We initially downgraded our service to only have 1 user. We may have done a few plans in the system since then in 2022. I asked the monthly service to stop but they insist that they have to charge me for the next 10 months before they'll stop charging us. I am not using it and don't intend to. I am fine paying for when I was using it but don't see any reason to continue to pay the monthly fee for the next 10 months.

  Business response

  11/20/2023

  To Whom it may concern,We have thoroughly investigated the inquiry ******************** raised. Our records confirm ******************** signed a 12-month contractual agreement on August 8th, 2022, which renewed annually.

  We have done our best to help support and train ******************** on the platform, and we offered to waive a portion of the contract if ******************** attended a product walk-through, but he declined.

  Our standard contract term is 12 months, and as a business-to-business software provider, we hold ourselves to high ethical standards in how we communicate our contract terms and terms of service to our customers.

  Customer response

  11/20/2023

  I am rejecting this response because:

  they never offered a discount and I would gladly take that   So far my contact there has indicated that there was no way to reimburse me anything   

  
  

  Business response

  12/19/2023

  
  To whom it may concern: We offered ******************** the opportunity to waive a future billing cycle for a month if he would agree to meet one-on-one with a team member to walk through a product tour and learn how to utilize the platform more. ******************** declined that offer.

  
  ***********************
  SVP ************ and Success

  Customer response

  12/20/2023

  I am rejecting this response because: One person told me that I would be able to cancel my membership if we met with them and the other is now telling me that they will only cancel one month.

   

  I already met with one of their product people and they have not discounted anything.  I would like for them to discount me the monthly fees ASAP.  

  
  

  Business response

  01/11/2024

  To whom it may concern regarding Complaint #********:
   
  To add context to ************************ commentary, we initially offered ******************** the opportunity to waive a future billing cycle for a month if he agreed to meet one-on-one with a team member to walk through a product tour. (He had initially met with our team to discuss his contract, and this second meeting was offered with the intent of helping ******************** better understand and engage with the software.) While ******************** initially refused to participate in this second meeting, he reluctantly agreed after this BBB inquiry was closed in mid-December. Upon agreeing to the second meeting, he said it was a "waste of his time."
   
  In the spirit of friendship and spreading goodwill during the holidays, we've agreed to waive the single billing cycle without needing the second meeting.
   
  Finally, Per ************************ latest comment about our team committing to cancel his contract, we have fully canceled his contract upon the end of his contract term. That was fully communicated in writing to ******************** and confirmed in the contract terms he signed.
   
  Our team never agreed to cancel the contract early; we only agreed to waive a month's invoice, which we have already done without requiring anything from *********************
   
  We consider this matter resolved and closed to more than a satisfactory level because we have exceeded what the signed contract requires, intending to serve our customers with respect and delight through difficult situations. Please update your records accordingly.    

• Initial Complaint

  08/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was told by a representative of the company that they provided a month to month service/product, with no contracts. That was a LIE. When I canceled after 1 month they said ok. THEN they came back and said that I had signed something locking me in for 1 year at around $450/month. I was outraged and brought to their attention the fact that their representative told me NO CONTRACTS. They said they fired him. That was a lie. I asked to talk to a manager and was told that I'd receive a call from him. I was called back by the salesperson who LIED TO ME. This company is as crooked as they come. I WOULD NOT RECOMMEND THAT ANYONE DO BUSINESS WITH THIS SHADY, DISHONEST COMPANY.

  Business response

  08/29/2023

  To Whom it may concern, We have thoroughly investigated the inquiry ************************ raised, We have been unable to substantiate the claims made. Our records confirm ************************ signed the 12-month contractual agreement on May 19, 2023.
  
  Our default contract term is 12 months, as communicated on the signed order form and the acknowledged Terms of Service, and as a business-to-business software provider, we hold ourselves to high ethical standards in how we communicate our terms to our customers. We have done our best to help support and train ************************ on the platform, and we've noted his request for cancellation which will go into effect at the end of this agreed to contract term.

  Customer response

  08/31/2023

  I am rejecting this response because:  I was lied to twice.  Once, by the sales representative as I asked him if their service was month to month, or a term contract.  I WAS TOLD NO CONTRACT, THAT IT WAS MONTH TO MONTH.  Then I was lied to a second time by another representative that the sales person who lied to me was subsequently terminated.  THAT WAS ALSO A LIE.  I do NOT use their software.  It was used during the first month for which I paid and have no issue with that.  I have no use for the software and would have NEVER entered into any contractual agreement, knowingly. 
  

  Business response

  09/12/2023

  To whom it may concern,
  
  it has been our longstanding practice to initiate new contracts with an annual term. We're sorry to hear that **************** feels misdirected, but our investigation efforts did not uncover misrepresentation on our company's part. We do have ******************** signed agreement as proof of his intent to enter into an agreement, and we'll continue to honor that agreement through the end of his existing term.

  Customer response

  09/16/2023

  I am rejecting this response because:  ************ is obviously crooked.  After the 1st month I had my assistant, ****************, call to cancel my subscription.  They told her that it WOULD BE CANCELED.  Again, I was lied to by their sales representative who initially signed me up.  THEN I was lied to again as I was told that he was fired and that management would be calling me to discuss the situation.  I was contacted by the salesperson, himself!  He, then told me that he would have management call me.  They never did.  ************ is utilizes undermining sales tactics.  What has happened to 'doing the right thing'?  I believe this company is circling the drain and can only survive by being dishonest with potential victims.  This is not acceptable.  
  

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I feel this business has lost its way regarding customer service; they renewed my account at a 45% increase, picked a new plan for me, and changed my request to deal via phone to email. This became known to me when I inquired about the increased charge and was informed that they emailed me four times in March to discuss. I told them that I had recently moved my practice from ******* to ********* during that period and was in my blackout period, awaiting my license to transfer. They did not try to reach out in April or May to confirm that I was on board; instead, they just let their changes go through. Now they are not working with me to try to make things right but would instead leave on this fraud contract at the end .

  Business response

  07/05/2023

  To whom it *** concern,

  Our Terms of Service (*****************************************************) requires our company to provide at least 60 days advance written prior to a contract renewal date of "non-renewal" of any price increases. A Nitrogen/Riskalyze team member notified ******************** on March 7th, more than 60 days before his May 10th renewal date, to provide the required notice of price increase.

  Nitrogen/Riskalyze also emailed ******************** at least three additional times in March 2023 to ensure ******************** received sufficient information before his renewal, and to provide an opportunity to discuss alternative plans that *** better fit his needs. ******************** responded to none of those emails.

  In June 2023, ******************** contacted the Nitrogen/Riskalyze team questioning why his subscription rate had increased. The Nitrogen/Riskalyze team relayed the details previously emailed to him in writing.

  Dissatisfied, ******************** mentioned that his email service was inaccessible for a time (a fact which ******************** only disclosed to Nitrogen/Riskalyze after the fact). A Nitrogen/Riskalyze Manager connected with ********************, and the two parties negotiated a new rate. ******************** signed a new agreement effective June 27th, 2023 and we're glad to see this situation resolved and look forward to a long-term relationship with *********************

• Initial Complaint

  03/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract with Riskalyze to solve a specific problem. I was wrong, I made a mistake, Riskalyze did not solve that problem for me. When I informed them less than a month into the contract and I asked to be released from my contract, I was told that it wasn't possible. They were unable and unwilling to release me from my contract.On the one hand, I signed the contract.On the other hand, I literally cost them nothing, but they're costing me the monthly subscription fee. I repeatedly get reminded of all this wonderful value that they can provide to me, but how? They don't even understand who my customer is or what I'm trying to do with my firm. They're literally draining resources from my company. I am a startup, and cash flow is tight. Every dollar is important to me. But Riskalyze doesn't care. I signed the contract.Fine. But I hope they go out of business asap. Bankruptcy would be perfect. They are a parasite and their business model and practices are the worst. I do not recommend that anyone engage in business with Riskalyze. Find another solution. Their solution isn't even that good for what they do best.

  Business response

  03/30/2023

  Were disappointed to learn that Riskalyze doesnt provide **** with the niche opportunity he wanted to accomplish with Riskalyze. Riskalyze provides ample information on our website and through our sales process to ensure advisors are able to make an informed decision when purchasing our products.

  We always look for win-win opportunities with customers; this is one where the platform stands on its own with the existing contract as-is. Each contract experience costs our company time, money, and resources, which we are happy to provide, given the pricing, provisioning, and training workflows we have in place for **** to continue to take advantage of during his subscription. For these reasons we will continue to enforce the terms of our agreement.

  Customer response

  03/31/2023

  I am rejecting this response because:

  Your costs are self-inflicted post sales process. 20 minutes on a call with a Sales Person is the only "cost" you created. And *******, you created that by refusing to let people to sign up on a trial to check out your service.  Also, every other cost you incurred is self-inflicted because you've decided to not function in a logical manner.  I don't believe I should be punished for your inability to make logical decisions quickly.

  
  

  Business response

  04/13/2023

  ***** response has been received and noted. Given the facts of this case, our prior determination to hold **** to the contract he signed still stands.

  Customer response

  04/14/2023

  I am rejecting this response because: your business model is still idiotic.
  

• Initial Complaint

  02/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was contacted by Riskalyze in October of 2022. They were eliminating the plan of service I had been a participant in since August of 2017. The new plan would be more expensive but have more features. I had a zoom call on Wedensday, October 26th 2022 at 11:15am Pacific Standard Time. My meeting was with ********************* a Riskalyze Employee. During our zoom meeting she informed me of the price changes and went over the added features I'd receive if I chose to stay. In that same zoom meeting I informed ***** that I would not be interested in renewing my subscription. I told her that I'd like my contract to expire at the end of my term which would be February of 2023. ***** said nothing about me having to write a written coorespondance in order to cancel my subscription. I told her that I had already removed my credit card information from their website. I was very clear that I was not going to renew. On Feburary 6th of 2023 I noticed that I had a pending charge from Riskalyze, I immediatley contacted the company and let them know that I was not interested in renewing. The representative "*********************", I explained to her that I spoke with their company in October and told her that I even removed my credit card information from the website, she said that they have changed some things on the payment side and was unsure how they were still able to charge my credit card, ultimatley she said that she was unable to help me but would pass my request to customer care. I received an email from *********************** three days later on February 9th of 2023. **** told me that because I didn't provide them with written consent that they were unable to do anything for me. They sent my case to the "exceptions committee" and, apparanently they are unable to let me out of the contract. From my perspective they are saying that they didn't need written consent for them to change my plan and raise my price but they need written consent to eliminate my contract.

  Business response

  02/24/2023

  To Whom It May ***************** have reviewed the correspondence from ************** and consulted our internal records on this matter. On August 15th, 2022, our team reached out to ******* to help ensure ************** was happy with his subscription and to confirm the stated commitment terms and timelines. Following the referenced Zoom call on Wednesday, October 26th, 2022, Riskalyze representative ********************* sent ************** an email which included a clear cancellation timeline and other helpful resources. The email clearly stated, If you would like to cancel make sure you let us know before 1/1/2023. However, no notice of cancellation was received.

  ************** then reached out to our team via phone on February 6th, 2023 to ask why his account wasnt fully cancelled, and we informed him that as we did not receive notice, his account automatically renewed for another annual term.

  Our Terms of Service (*************************************************) indicate that we require 30 days notice of cancellation in writing, or facilitated through an online cancellation workflow clearly located within the settings section of Mr. ****** Riskalyze account.

  While we never want to see customers leave, we do our best to help part ways as friends. Weve already canceled the final six months of Mr. ****** contract so he doesnt have to fulfill the full term of his renewal. We believe this is more than fair and sufficient, given the fact that weve provided several ways to effectively cancel an account, a requirement of the Terms of Service, and confirmed the timelines with which that cancellation needed to be provided.

  Additionally, we continually review our training and internal documentation to ensure our team is descriptive of our Terms of Service and cancellation requirements.

  Thank you.

  Customer response

  02/24/2023

  I am rejecting this response because: For starters it is misleading to say that they reached out to me to "ensure I was happy with my subscription and confirm stated commitment terms and timelines"  They reached out to tell me they were cancelling the "Plan" I was on and attempted to sell me on the idea to moving to a more expensive plan that provides more functionality.  I had that meeting with ********************* where she went into the details of how much more it would cost and what the added functionality was.  I was VERY clear with her that I did not want to continue with the change and I would not be continueing my relationship with Riskalyze.  She sent me the email that they reference that had at the very bottom of the email the sentence "If you would like to cancel make sure you let us know before 1/1/2023." NOTICE IT DOES NOT SAY "IN WRITING" - I thought that since I was very clear with ***** that I did not want to renew that I had already fullfilled my obligation of letting them know well before their January 1st deadline.  

  Additionally, their response cites the following line which is a complete and total LIE.  "or facilitated through an online cancellation workflow clearly located within the settings section of ****************** Riskalyze account."  I have attached screen shots of 4 of the avaiable screens in the settings section.  I am unable to add the other 4 due to the inability to attach more than 4 attachments to this response.  I have them on my computer though.  There IS NOT a section for cancellation ANYWHERE in my settings.  In fact, before I even had my meeting with ***** on the 25th of October I removed my credit card information from the "Payment" section of the settings>plan (found on settings screen 1) details using the "edit payment info" button.  I would like Riskalyze to explain how they charged my credit card 5 months AFTER I removed it from the payment section.  

  This company has customers pay in advance, why are they unable to only refund my money at the six month mark?  In a recent email I consented them to pro rate 1 month and we'd part ways, I'm awaiting the response to that email.

  Lastly, I would like Riskalzye to present the document that I signed that gave them permission to change my plan without my consent.

   

  Business response

  03/13/2023

  In an effort to remain friends as we part ways, weve chosen to cancel Mr. ****** contract effective immediately. Weve also decided to provide a refund or Mr. ****** most recent charge as well. We consider this matter resolved and concluded.

  Customer response

  03/13/2023

  I am rejecting this response because: While Riskalyze did cancel my subscription as of March7th... not only have they not refunded my money as they said in their most recent message, they have actually charged me $1,478.25 AGAIN on March 11th 2023.  They now have charged my card $1,478.25 on BOTH February 5th and March 11th and have refunded me exactly ZERO dollars.  
  

  Business response

  03/22/2023

  *******'s account was officially cancelled on 3/7/23, and we initiated a refund of the February payment in full which was also initiated on March 7th. Refunds can take 5 - 10 business days to fully process. 
  
  If *******'s account was billed by accident on March 11th, we will initiate a refund for any inadvertent charges, as the intention was to fully cancel *******'s account as of March 7th. 
  
  For transparency, we communicated in writing about the February refund, and about his account being canceled, which he has not responded to. 
  

  Customer response

  03/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

  I have been refunded.  Riskalyze ended up doing so after realizing that I never signed their "terms of service" and therefore I am to not be held to those standards.  I'll never do business with them again as I truly believe their entire process is designed to bully their customer into plans they don't ask for.  Their cancellation process appears to be difficult by design.  And seriously, who makes their long time customers pay for their service 12 months in advance and then fights them tooth and nail to cancel before that term is up? They do. 

  
  

• Initial Complaint

  05/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled my service prior to my billing date and Riskalyze is charging me for another month that I am not using their service. They claim (and I don't doubt) that this policy is in their terms of service. I just think it is unfair business practice to charge me for a service that I am not using. I was a long-term customer of this business. This practice makes me feel like Riskalyze doesn't care about their customers.

  Business response

  05/16/2022

  To whom it may concern,
  
  Thank you for looping us in on this situation. As always, we strive to delight our customers in every interaction and situation.

  The customer reached out to our team to cancel his account on May 4th. Our team swiftly processed his request and processed his cancellation on that same day. We also communicated to the customer that our Terms of Service require cancellation notification 30 days prior to the renewal date in order to cancel. To remain transparent, we remind users of our Terms of Service and Privacy Policy each time they log in.

  Specifically, our public messaging states: Once Riskalyze has processed your cancellation, your access to and payment for the Services will continue for the remainder of your contract term. If there is no deadline for notice of non-renewal specified on your order form, such notice of non-renewal must be received by Riskalyze thirty (30) days in advance of your next billing date. This is our standard policy, and we use it with other customers in similar situations.

  We believe this is more than fair given our clear policy and industry-standard approach to situations like this. Even though ****** has relayed that he will never again use Riskalyze, we will refund his last payment as a way to amicably part ways.

• Initial Complaint

  04/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In 2021, my *** cut ties with Riskalyze because of how they had been treated and overcharged. Once my *** had cut ties with them, Riskalyze reached out to me to see if I'd continue using them with a personal account. They told me it would only be $250/month. I agreed only because that fit within my monthly budget as I only get paid one time per month. Fast forward February of 2022, Riskalyze ends up charging me $250 on 2/15, $250 on 2/22, and then $1000 on 2/28 overdrawing my account by a significant amount and causing my payments to other vendors to bounce causing a chain event of overdraft fees to my checking account totaling $180 and am still currently overdrawn. They are still continuing to charge me and harass me, still causing more overdraft fees to my account. I told Riskalyze what they had done and what they were still causing to happen. They offered to refund me $250 of the $1500 charged to my account in February. They have not been willing to work with me at all. At this point I want all ties severed and a refund of the $1000 that they overcharged me in February.

  Business response

  05/13/2022

  To whom it may concern,

  Thank you for connecting with us about **** Ziehls complaint. Its our goal to find a mutually acceptable solution in alignment with the contract terms initially agreed upon. Our agreement with **** started on 9/15/2021, in which he accepted our offer of migrating to our Riskalyze Elite subscription at the preferred pricing of $250/month for a year-long subscription. We also offered an additional month of our subscription for free since **** had been such a great customer through a different contract arrangement. We also included access to premier level training, a $200 value, to help ****** a long-term relationship.

  While **** signed the contract, it turns out that he did not submit the necessary payment information for the account. We understand things happen and allowed **** to maintain access for over two months without payment before initiating a payment splash page requiring that he update his payment information to continue using the software. Our contract and terms of service provide clearly stated language that indicates the customer is committed to paying for the service during the entire contract term.

  Once the payment information was updated in February 2022, Riskalyze charged the card on file for all of the back payments on file to bring the account back in good standing. On March 4, 2022, **** contacted our office to dispute all of the charges, and our team connected with **** on a resolution. We provided a full months refund, and offered to cover the overdraft fees once proof of the fees was submitted. **** never responded to the offer to cover the overdraft fees. 
  
  We are sorry for the inconvenience this situation has caused **************, and were willing to continue working with him on a win-win solution through the end of his contract which ends on 10/15/22. To that end, we're willing to extend an additional final one-time refund for a total of $500 to cover the overdraft fees (which we believe are around $220 based on the submitted account statements), and more than enough to cover an additional month's payment as a gesture of kindness as we move forward together. 

*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. ↩