ComplaintsforPlex Inc

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Wednesday July 23, 2024 I opened a Plex.tv account on my iOS iPhone. It was stated the movie I wanted to watch could be put on a watch list, with no other options to watch visible. I decided I would delete my Plex.tv account. On the same day I opened the Plex.tv account, I decided to delete the account. When I tried to enter my Plex.tv account, a message appeared,Share your Watch History. If I wanted to access my Plex.tv account, I would have to tap the word Accept in the rectangle. By tapping Accept, this would be the only way to access my Plex.tv account. Also I did not like in this message the picture with the movie actor starring in the movie Hannibal 2015 about cannibalism. All the letters in this message were very small that I had to use a powerful magnifying glass to read the message. I want BBB to tell Plex.tv to delete my account effective immediately. I contacted Plex.tv twice through email to delete my Plex.tv account but received no response even though they state, Well get back to you shortly.

  Business response

  07/29/2024

  Plex is in receipt of the deletion request for the Plex account associated with this email address: [email protected] can confirm that the account has been deleted.

  Customer response

  07/31/2024

  BBB Please read P.S.

   
  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,

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

  P.S. On Tuesday, July 30, 2024 I checked my

  Plex.tv account and there was no message

  from Plex.tv stating I had to tap the word

  Accept to share my history with friends 

  or else I couldnt enter my Plex.tv account.

  I entered my Plex.tv account and was able 

  delete my account on Tuesday, July 30, 

  2024 around 5:22 PM.

  Thank You,

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

   

   

   

   

   

   

   

   

   

   

• Initial Complaint

  02/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  ****************, February 6, **** at about 8:30 pm, I wanted to watch a movie. When I ****** searched it, Plex Inc. was the only streaming service streaming it that I saw. Consequently, I taped its bottom believing that I would be able to view the movie that I wanted to see. However, instead of having access to what I thought would be a free movie, Plex Inc created a Plex account for me under the guise that I was using my ****** account to access the free movie. Pursuant, and needless to say, but, I was very disturbed, after I discovered what Plex did, and then immediately sought to cancel, delete, or remove the account that they swindled me into having, but I was and am not able to. That is, my complaint against Plex Inc is that Plex has not provided my with a way to cancel my Plex account without further indulging with their app. and its related functions.

  Business response

  02/09/2024

  We have reviewed your complaint.

  Plex does not automatically create an account for a user. If a user is signed in to a ****** account in their browser, then we do offer a sign-in to Plex with ****** option. With that option, the user must click the "Continue" link before any account would be created. It appears that was the case in this situation.

  At your request, we have deleted your Plex account. 

  Customer response

  02/09/2024

   
  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. Moreover, it seems that I made a mistake concerning the creation of my Plex Inc. account in accordance with their rebuttal and cancelation of it. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for Plex Pass because I wanted to use the *********** feature. I have been using it for about two months and I have found it fraught with problems. When you use the fast forward and rewind features the content skips around sometimes minutes in the opposite direction. Recordings are incomplete or contain portions of previously aired programs. The commercial skip feature is a complete joke. I have tried access recorded content and got strange error messages. The customer service offered by ******************** is limited to online documentation and/or user forums. When I emailed ******************** customer service claiming that I was not getting the kind of results I needed from the forums, they said they could only help me with billing issues. The agent reprimanded me saying that he had "sadly" noticed that I had not logged on to any of the forums (screenshot attached). Nothing could be further from the truth. I responded saying that I had, and even provided proof by sending a screenshot of the dozens and dozens of forum posts that I had issued (screenshot attached). Then they just stopped responding to my emails. I posted these on the forums and the responses I got did not provide a solution to my problems. The problem with the forums is that they are not staffed by Plex personnel. Any ***, D*** or ***** can post an answer to your question. It could be correct or I could just lead you down another rabbit hole. Also, you cannot search the forums for an answer to your question from a previous question because they close the post after three months and the content of the post is not available. This is absurd. I've never seen a forum like this.I have used the Plex service for years, but this is the first time I have purchased the Plex pass. I find myself looking for other products and services to replace Plex altogether. However, I paid for a year of this c*** I want a complete refund, because Plex is not providing the service that they promised.

  Business response

  11/29/2023

  Upon investigation into this matter, the refund requested by Complainant was issued for the Plex account in question on Monday, November 27, 2023.

  As such, Plex contends that this matter has been resolved.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When you sign up for these subscriptions such as Plex, you don't expect to be challenged with the long commercial breaks they are horrible on Plex, ***** and others you might as well have cable, i am deleting this app too many annoying commercials and so long

  Business response

  08/17/2023

  Plex is a free streaming app that does not have a subscription. To keep our service free and legal, we include ads which monetize all of the content that our partners provide to us. Consumer does not like this business model and opted to delete the app and not to watch the content. Those actions resolved the issue. 

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After purchasing a tidal hifi plus subscription with plex pass through the plex website the services were linked and working for a few minutes, plex then cancelled the subscription claiming that the payment was unsuccessful, this is clearly a lie as a successful charge is clearly shown on my bank statement for the exact amount.Plex has taken the money from my account but refuses to provide the service I've paid for.

  Business response

  07/06/2023

  Plex has investigated this matter. Due to a technical error, the subscription was cancelled even though the customer had paid for the subscription. ******************** has corrected the error and refunded the amount paid to the customer. The customer can retry the payment if they would like to proceed with a subscription.  

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I am writing to file a formal complaint against Plex, **** for their arbitrary and discriminatory actions, causing undue stress to my family. As a dedicated Plex user for years, primarily supporting my autistic children, their platform has been crucial. However, Plex suspended my account, *************, without warning, falsely accusing me of commercial gain.---To clarify, my Plex account is strictly personal, shared only with family members (2 users had shared access, no more). I've never used Plex for monetary gain or violated their Terms of Service. Upon receiving the suspension notice, I contacted Plex immediately, but they ignored my attempts to resolve the issue.To restore normalcy for my children, I created a new account, only to be suspended again, despite having no friends with access. Seeking support on the Plex forums proved futile as my post remains pending, with no visibility or assistance.---Plex's conduct is alarminglack of communication, transparency, and responsibility, coupled with discriminatory actions, is deeply concerning. As a paying customer, I find these actions unacceptable.---I hope to bring this issue to your attention, seeking your assistance in holding Plex accountable, reinstating my account, and providing a satisfactory explanation. Additionally, I expect Plex to prevent such incidents in the future.---Thank you for your attention. I anticipate a prompt resolution with your intervention, urging Plex to rectify their actions.---On a side note, it's worth mentioning that I spent $5 on PlexPass just days prior.

  Business response

  05/30/2023

  Plex suspended the EdwardTeach17 Plex account upon learning that it was in violation of the Plex Terms of Service.
  The owner of the account filed a dispute with Plex and Plex engaged in further investigation. Upon completion of its investigation, Plex confirmed that the owner of the EdwardTeach17 Plex account was accepting monetary compensation in exchange for accessing Plex services and upheld the closure.
  Because this behavior is a violation of the Plex Terms of Service, Plex will not be restoring the account.

  Customer response

  05/31/2023

   
  Complaint: 20090102
  I'm writing to express my dissatisfaction with the response from Plex, **** regarding my complaint. Plex maintains that my account, *************, was suspended for accepting monetary compensation in exchange for accessing Plex services. I categorically deny this accusation and stress once again that no commercial activity was associated with my account. I fail to understand how it is even plausible to accuse an account of profiting when the account in question had only two friends / users with access.
  
  The platform's failure to provide clear evidence of the supposed violation or explain their methods of detecting such transgressions raises questions about the transparency and fairness of their procedures. It's deeply concerning that a customer can be accused of violation without solid proof, especially when the accusation disrupts the lives of vulnerable individuals, in this case, my autistic children.
  
  I'm not only looking for an immediate resolution to reinstate my account but also a re-evaluation of Plex's protocols. Their current approach seems to be far from infallible, leading to false accusations and unwarranted suspensions.
  
  Plex's allegations have placed a significant burden on my family, particularly my autistic children who rely heavily on this platform. I continue to be a paying customer with a recent $5 expenditure on ************************, adding to the frustration.
  
  I sincerely request BBB's intervention to have Plex substantiate their claims, reinstate my account, review their policies, and ensure a more transparent and customer-friendly procedure. False accusations should not be the cause of disruption for any customer, and I expect ******************** to take steps to prevent such incidents in the future.
  
  Thank you for your assistance and I hope for a swift resolution to this matter.

• Initial Complaint

  01/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I had a subscription to Plex's service for $5.34/month. Out of nowhere my monthly payment jumped to $20.32/month. Upon contacting the company they told me a TIDAL subscription was added to my account. I haven't logged into their service for about a year and definitely did not authorize anything else to be added to my account. I actually have no idea what a TIDAL subscription even is.Upon contacting the company I was basically told to **** off and that I could cancel the subscription moving forward.

  Business response

  01/24/2023

  Plex has looked into this matter.
  On 2021-08-22, the consumer signed up with a yahoo.com email address for a monthly Plex Pass ($5.34/** with tax).
  On 2022-10-08, a "TIDAL HiFi Plus" add-on subscription ($20.32/mo with tax) was added to the same account. Plex sent an email to the yahoo.com email address associated with the account to confirm the new subscription. Plex sends these subscription confirmation notices to ensure that the account holder is aware of changes that occur on the account. This can provide them with an opportunity to contact us to discuss such changes, when they occur.
  In this case, the consumer did not contact Plex support until 2023-01-11.
  Upon review, Plex will be refunding the January monthly fees that customer was charged on 2023-01-09.

  Customer response

  01/30/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I most definitely DID NOT add a TIDAL HiFi plus subscription to my account. I literally, to this day, have no idea what that is. I had not even logged into Plex for months prior to this accused occurrence.
  
  Plex added this "service" to my account without my knowledge, and now they're back tracking saying I did. This is corporate theft and greed, plain and simple. They made a mistake and now they're trying to blame it on the consumer.
  
  This is not acceptable and everyone else needs to know how this company operates before choosing to do business with them. They simply know that many do not check these accounts on a monthly basis and figure they can get whatever they can from them until they notice. They also know that it's not enough for most to file a lawsuit over and they can get away with it.
  
  Their response, which is a lie, is not acceptable. They need to be held accountable for their actions.

• Initial Complaint

  12/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Plex.tv requires that you notify them about activation. In doing so, I was required to contact TV Activation, which ran me through a process that included supposed 'test' transactions which were real fund transfers that had not been backed out. I have been in contact with Mike Wilson at TV Activation ************* ) with no success in getting the transactions reversed. I have reached out to Plex, Inc., and am requesting BBB support to help me get my monies back. Help! Regards, ************************

  Business response

  01/19/2023

  Business Response /* (1000, 5, 2022/12/28) */ Plex does not offer phone support. Linking our app on a TV or big screen device to a Plex account requires that the consumer enter a 4-link character code on a Plex webpage (e.g., https://www.plex.tv/link/). Plex never requires that a consumer call a number or transfer funds to link a Plex app to their account. Plex has no affiliation with either the company (i.e. Tv Activation) or individual (i.e.************) referenced by consumer in the Complaint. For that reason, the consumer should work with that company or individual to resolve the issue.

• Initial Complaint

  10/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I cant add more than 100 individuals to my server, there are two other alternative options in this category of sw that dont have such limitation, this sounds like a artificial limitation and i would like for it to be removed, please.

  Business response

  11/09/2022

  Business Response /* (1000, 5, 2022/10/21) */ A Plex Media Server is intended for use with family and close, personal friends. Plex places a limitation on the Plex Media Server so that a user can only grant access to (e.g. "share") a Plex Media Server with up to 99 other accounts. We believe that the current user limit is extremely generous and in line with the functionality of the account. If/when a user reaches the limit, they see a message explaining that they've reached the limit and if they believe they have a legitimate use beyond the limit, they can send an email with specific details to ************************* Plex reserves sole discretion in determining whether to grant an exception to that limit. Consumer Response /* (3000, 7, 2022/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) i disagree, i have the need to send to more friends and family members, as well the fire stations, i demand for this to be possible

*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. ↩