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:02/06/2025

  Type:Billing 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.

  I purchased one of the Helium 10 products that was valued at ***** dollars. I bought it gained access to the website and a pop up screen came up saying my card was denied. I purchased it again and that's when I was ripped off. Helium 10 charged me 949 dollars draining my account overdrafting my account and now having to file a fraudulent charge claim unable to access my funds to pay bills. Thankfully I have money outside of the banking system so I can cover any expenses that may come up.

• Initial Complaint

  Date:01/29/2025

  Type:Product 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.

  I was charged $80 for a service. I have not used in over a month. I reached out to the business and asked if I could have a refund since I have not utilized the services about 10 days after I was charged (because this is when it came to my attention). The business told me that since it was outside of the seven days, in order to be fair to the Helium 10 team, that the charge stood.Quite frankly, I think that is bad business practice to tell somebody they cannot have their money back for a service that they did not utilize because the staff needed it more. $80 is not just pocket change. It wasnt but just a few days outside of their 7 day money back guarantee when I was seeking a refund. And to me, that is theft. That is banking on someone not canceling a subscription instead of just providing a quality service with good business practices.

• Initial Complaint

  Date:10/16/2024

  Type:Product 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.

  There are two transactions in total: The first transaction: the transaction date is September 16, 2023, and the actual payment amount is US$449.1; The second transaction: the transaction date is October 16, 2024, and the actual payment amount is US$46.15. In total USD495.25. The account is my email.On September 23, 2023, I cancelled my subscription to Helium10 and sent an email to Helium10 requesting a refund. Helium10 refused to refund me and was only willing to convert the amount into Helium10 points. I had no choice but to accept it. Considering that Helium10's services were of no use to me, I sent another email to Helium10 requesting a refund on September 3, 2024. After many communications, they still refused to refund me. On October 16, 2024, I suddenly received a deduction text message from the bank, and I found out that Helium10 had deducted money without my consent. This behavior made me very angry. Not only did Helium10 refuse to refund, but it also deducted money without the customer's consent! I have sought help from Helium10 Support many times before and have not been able to resolve this issue. I believe there are more customers who have similar problems with subscription refunds.

• Initial Complaint

  Date:10/08/2024

  Type:Customer Service 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.

  This company has taken money from my bank account but the service requested was cancelled previously.After sending an email asking for refund.They apologized stating that their system hit a snag on taking money without being authorized.They are saying that dont have possibility of refunding and they offered credit to use on their company.Stai away they are very unethical and unprofessional. They steal money from bank accounts without being authorized.

• Initial Complaint

  Date:08/29/2024

  Type:Product 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.

  Was charged for service/subscription I had in the past which I canceled. Surprised to see the charge at a bad time, I reached out to them and was met with very poor customer service. Was told I had paused the subscription which I dont remember doing, but specifically canceling it in January of 2024. Then I was informed I had recieved emails warning of the charge, and had opened them. I open many emails each day and never saw any email with such a warning. This company just treats people like garbage and refuses to refund and instead offers credits for future service. I will never do business with this company ever again so the credits are completely useless to me and not a fair way to fix the problem. I cant believe a company has no problem treating a person this way and naturally my email correspondence became incredibly mean. I have no patience to be treated this way and used very bad language In my replies. The customer service agenst that attended me are: ***************** ***************************** ************** *************************************** and ******** have no business being supervisors in customer service treating people this way by not actively trying to fix the issue. They should be terminated and find something else to do in life since they are terrible.

• Initial Complaint

  Date:06/06/2024

  Type:Product 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.

  Helium10 has predatory pricing clauses and deceptive practices. Like many others I fell victim to them. There were two issues:- Deceptive pricing: They show a $39 per month option but then charge you a full year upfront. Later I saw the annual charge was on the pricing page, but they make it very small and grey on a white background so that it is hard to notice.- I immediately asked to cancel the plan for a refund when I saw the charge, but they continually refused, saying that at some point I had agreed to "no refunds" in their T&C. They also bury in their T&C a clause stating that they can continue to charge you forever and never give you a refund even if you ask to cancel. - Furthermore they state that the customer can cancel and get a refund within 7 days of purchase, but they refused to honor this policy with me. I have been in E-Commerce for 11 years and rarely seen such predatory practices.It has been 9 days of discussion with them with no refund.As an aside, here is a public forum where many other customers are complaining that they too were scammed. ****************************************************************************************************

• Initial Complaint

  Date:10/21/2023

  Type:Service or Repair 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.

  I signed up for the Helium 10 platinum plan with a referral code which gave me a 20% discount on 09/17/23. After using their software for a couple of weeks, I determined that I no longer needed this software. On 10/11/23, I tried to cancel my subscription, but their system is designed to make it very confusing and difficult for someone to cancel their subscription. After jumping through hoops after hoops designed to make sure you don't/can't cancel your subscription, I finally reached a point where it looked like my subscription was cancelled successfully, or so I thought. On 10/18/23, I received an email stating there was a failed attempt to bill me for another month. I went back on their website and saw that my subscription was still active. I went through the whole process again to try to cancel, and again I believed I cancelled it (second time). On 10/21/23 (today), I received an email stating i was billed for another month. I went back on their site and my subscription was still active. I went through all the process again to cancel my subscription, and like the first 2 times, it looked like it was successfully cancelled. Keep in my mind that on all 3 occasions I did not receive a cancellation confirmation email. I contacted their support to report what happened and to request a refund for the new charge. I started getting probed by the agent as to why i wanted to cancel my subscription, implying it is still active. After going back and forth with the agent making it clear i want it cancelled, I was told that my subscription is now cancelled but I will not get a refund, only credits for future use. I made it clear that I don't intend to use this software in the future and I only wanted a refund for the second month for which i have not used yet (prepaid). I was told they do not provide refunds after a subscription has been renewed.

• Initial Complaint

  Date:09/27/2023

  Type:Billing 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.

  I was charged without my permission

• Initial Complaint

  Date:09/25/2023

  Type:Product 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.

  I tried to cancel my Helium 10 online account a few months ago but I only succeeded in putting the account on hold, not to my knowledge. I thought I canceled. I was just charged today $99 for renewal. Their customer service, **** *** Iiasco, indicated that I needed to cancel 2 days prior to being charged to get a refund. I was not notified of this upcoming charge and therefore could not cancel 2 days before it happened. Also, I was under the impression that I had canceled a few months ago when I stopped using their online services. I seek a full refund since I reached out the same day they charged me, for a full refund and account cancelation.

• Initial Complaint

  Date:06/10/2023

  Type:Service or Repair 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.

  The subscription cancellation process is roadblocked by the requirement of making a 'positive statement' about the company. IE, you cannot progress through the process w/o going through a page with radio button that all have positive statements about the company.