ComplaintsforBirdeye, Inc.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been a subscriber to Birdeye for several years. I decided in June of 2024 that I no longer desired to use the services they provided. I initiated a live chat with *******.***** on June 25th 2024 at approximately 10am. I have attached a screenshot of this chat. The chat is as follows:Birdeye: Welcome to Birdeye suppoirt!******: We would like to NOT renew our agreement going forward from today. Please advise steps to take Birdeye: Certainly, I'll update this in your records and the appropriate team will reach out to you!******: Will this be today? I believe it renewed at this same time last year and I do not want the charge to happen Birdeye: Let me check into it Birdeye: your renewal is on 6/24/2024 Birdeye: I apologize its on 6/28/2024 Birdeye: The case has been created and you won't be charged After this exchange I messaged several times using the chat line asking for confirmation of the cancellation and was told that the appropriate person would be in touch.On 6/27/2024 I received and email offer trying to ask me to stay (email attached) that contained the following statement: "We're sorry to see you go. If you have any concerns related to our pricing, products, or services, we'd love to further discuss to make things right." On 6/28/2024 I received a new invoice for the services that I cancelled on 6/25/2024. For the next 2 weeks I received "past due" notices as I had taken no action to pay an invoice for services that i had cancelled. On 7/14/2024 Birdeye charged my credit card without authorization for $2646.00. When I contacted Birdeye they told me that my account was not cancelled and that I owed them the money. I received an affirmative message to my original cancellation request on 6/25/2024 (Birdeye: The case has been created and you won't be charged). Having been a long term loyal customer, I believe that ********************** is not operating in good faith and I would like Birdeye to return the money they have taken from my account

  

  Business response

  08/22/2024

  Hi ******,

  I apologize for the experience you have faced. I am working with our team to finalize your cancellation and refund. Please email me at ************************************** for further updates and confirmation. 

  Customer response

  08/30/2024

   
  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. No further action is necessary. The Company has followed through with their prosed resolution.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  After a great demo we signed up for a 12-month contract at over $3100 per month. We had our onboarding meeting which went well. After the 1st month (May 2024) we started seeing zero results from their review platform. Clients started complaining and Birdeye promised a fix to the problem(s). 3 Months into our service we started losing our clients. To date we have lost over $67,000 in annual recurring revenue. The clients lost have all been with us for years. Birdeye has had no technical guidance or input that helped figure out why we werent getting reviews. We have tried to negotiate with them to get us out of the contract and even offered them to continue using their ************ product for as long as it takes to equal the lost revenue to them. They refuse and their response is its a contract and you must fulfill it. Now the manager ********************* won't even tell us who he superior is so that we can move up the process. Our goal is to either move on or have them fix the problem.

  

  Business response

  08/22/2024

  Hi *******,
  
  I apologize for the experience you have faced. I am working with our team on a prompt resolution. Please email me at ************************************** for further updates and confirmation.

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The services sold are non-functional. I cannot access my dashboard more often than not, we are not being notified in timely fashion of reviews that are being made, and the times that we have tried to send review requests to customers, our customers reported the links that were being sent were flagged by firewalls as spam. Our account was automatically charged last July, and i called to request a cancellation of our account and a refund as we didn't want to renew the services. I was told at that time that since the charge had gone through, our contract was in effect until the following July (present), but that our account would be notated, and i could call to confirm cancellation sometime in July of 2024. I called on July 17, 2 weeks before the card was set to charge on July 31 to confirm our cancellation. I was told then that the request needed to be made in writing. I was not given an email to send that notification to. There is no option to request cancellation on our account dashboard. I was forced to go through the **** to get to a support request, and submit my cancellation confirmation through the support ticket. I was not contacted about my cancellation confirmation until Tuesday, July 23. I was met with pushback and sales tactics. I was called again on Thursday, July 25 and when i stated we did not want to use the service any longer, i was told i needed to give them a "valid reason" for why i did not want to use the service.I am now being told that cancellation requires more than 30 days notice, and that the only way to get out of renewal is to pay $2000 (80% of the invoice). I was never told of this policy in ANY of my calls or emails to birdeye when requesting refunds or cancellation.

  

  Business response

  07/29/2024

  Hi, 

   

  We apologize for the experience you have faced. I can confirm that our team has canceled your account and your account is now inactive. Please let me know if you need any more assistance. We take all your feedback seriously and strive to provide a better experience in the future. 

   

  All the best,

  Birdeye Team

  Customer response

  07/31/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am filing a formal complaint against BirdEye due to their failure to honor the terms of a verbal contract and their refusal to cancel my subscription despite multiple timely requests.**Details of the Agreement:**- **Start Date:** 20 January 2023 - **Contract Term:** 12 months - **Cancellation Notice Period:** 30 days before automatic renewal **Attempts to Cancel:**1. **12/01/2024:** Contacted BirdEye support via chat in their portal, requesting cancellation. I was assured that someone would contact me within 48 hours.2. **18/01/2024:** Having received no follow-up, I called the 1300 number and was once again promised contact.3. **22/01/2024:** Sent an email to ********************************* reiterating my cancellation request. I received an automated response stating that someone would contact me within 24 hoursthis did not happen.4. **12/02/2024:** Sent another email to BirdEye, demanding cancellation and a refund of $605.**BirdEye's Response:**Despite these attempts made within the stipulated 30-day notice period, BirdEye has refused to honor my cancellation requests. Instead, they claim the contract requires a 90-day notice period before the renewal date of 20 January 2025, which contradicts the original verbal agreement. They offered discounts and additional features as a solution, which does not address my demand for cancellation.**Demands:**- Immediate cancellation of my BirdEye subscription, effective from January 2024.- Full refund of all charges incurred since January 2024.

  

  Business response

  06/10/2024

  Hi *******,
  
  I am deeply sorry for the experience you have faced. Please email me at ************************************** so I can help resolve all issues. We want to make things right immediately.
  
  

  Customer response

  06/16/2024

   
  Complaint: 21815462
  
  I am rejecting this response because:

  I emailed ************************************** on 12th June 2024 and have not received an acknowledgement or response. 

  
  Sincerely,
  
  *******************************

  

  Business response

  07/10/2024

  Hi *******, 

  We have communicated that your account is inactive and cancelled. 

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I engaged with Birdeye SEO services spring of 2023 after speaking to a salesman several times. His name was *********************. He sold me on the service that Birdeye could make my website come up on the first page of ****** search results in a 25 mile radius of where my business was located if people searched certain key terms. I emphasized several times over several recorded phone calls that this was the service I was looking for and he emphatically enforced that this was a service Birdeye provided. I paid for their services and within three months it became clear they wouldnt provide this. Another person I worked with stated they could not do this. I contacted ********************* several times and he stopped answering. Eventually I demanded a cancellation of my contract and a partial refund due to lack of services delivered. Birdeye repeatedly ignored me until someone finally responded and cancelled my contract and refunded me several hundred dollars. That was September 2023. Now Birdeye is calling and emailing and harassing me stating I owe them $3,000 for an annual contract renewal. They are stating the contract was never cancelled and I owe them thousands of dollars for an automatic contract renewal. I have been on the phone several times. I have sent several emails. All I receive in response are calls and emails demanding money. I do not owe money. They advertise false services and promises and then ignore you in the hopes you leave your money with them. But now theyre back into trying to harass money out of me. All I want is this scam of a company to leave me alone for good.

  

  Business response

  06/11/2024

  Hi *******,
  
  I am deeply sorry for the experience you have faced. Please email me at ************************************** so I can help resolve all issues. We want to make things right immediately.
  
  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I fulfilled my one year contract with Birdeye. And they keep charging my card despite trying to cancel for literally months. This is a scam. Waste of money! Do not use this service!

  

  Business response

  05/29/2024

  Hi *****,
  
  I am deeply sorry for the experience you have faced. Please email me at ************************************** so I can help resolve all issues. We want to make things right immediately.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We've been trying to cancel our subscription with them since March 6th, 2024 They keep giving us the run around and stalling. Continuing stating that they are cancelling the subscription but never do it. Constantly being charged for the months of april and may after stating we wanted to cancel the subscription. Terrible business practice. The support staff or managers keep all saying the same thing with no solutions available to cancel. They state that they can't cancel but there financial department can only cancel and when i ask them to send me over to that department they refuse to send me over. They are very ****** business and always the same thing over and over. They have no problem charging me but when i need help from them its like they forget about me and just call me when they need to charge me again.

  

  Business response

  05/30/2024

  Hi *****,
  
  I am deeply sorry for the experience you have faced. Please email me at ************************************** so I can help resolve all issues and provide your refund. We want to make things right immediately.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Birdeye can't fulfill what they originally promised for services. We only found out they could not do as promised after 3 hours of "training" with their company. We only entered into an agreement with this company because they promised services that are comparable to what we have now and they absolutely can NOT. In trying to resolve the issue and terminate any future dealing with this company they have threatened legal action and threatened to send us to collections. We stated they could keep the original payment of $444 just to get the problem resolved and have them leave us alone. They have been extremely rude and absolutely HORRIBLE to deal with. We own our own company and would NEVER interact with clients this way. We have tried to resolve this peacefully all while they have been threatening and hanging up on phone calls with us. They can not provide the services we desire and led us astray from the very beginning.

  

  Business response

  05/21/2024

  Hi *****,
  
  I am deeply sorry for the experience you have faced. Please email me at ************************************** so I can help resolve all issues you are facing. We want to make things right immediately.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I was pressured into this contract and did not even complete the training because I did not feel comfortable with their platform. I had felt like this was a complete scam in order to get reviews when I couldve used another website that was only $10 a month to just send a text message from my clients to leave a positive review or discuss their experience. I get harassment phone calls from them because Im not happy with their services and did not want to proceed after a week to two weeks going forward being with them. Theyre threatening me to go into collections and I am disputing as it was less than 30 days of having service with them and I was unhappy. They Different numbers all over the country and stalk me at different hours even on the weekends. I told him I do not want to proceed and they continue to contact me. I told them to send me documentation for cancellation and they just threatened me as I tell them not to call me. I really recommend against and if they do respond to this, its only because its nothing but the truth being said like others are saying.

  

  Business response

  05/07/2024

  Hi ********, 

  I am sorry for the experience you have faced. Our team has cancelled your account and your account in no longer active. I can confirm that your account is not with collections. Please reach out to me at ************************* if you need further assistance. 

   

  Customer response

  05/09/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I sent an email cancelling before our renewal date. The agent is no longer with the company and Birdeye is not honoring that. Very unethical.

  

  Business response

  04/17/2024

  Hi, 

  I apologize for the miscommunication on our part. My name is ***** and I am happy to assist with your cancellation. Our support team will be reaching out shortly to discuss your cancellation. Please email me at ************************************** if you need further assistance. 

   

*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. ↩