ComplaintsforBirdeye, Inc.

• 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. 

   

• Initial Complaint

  04/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  BUYER BEWARE! My previous business partner purchased this subscription, which expired last month. After her departure, I informed Birdeye that our client base and services has changed and I asked them to cancel the subscription over a month before it was due to expire. They said I needed to inform them in writing 90 days before and it was too late so that there was nothing they can do??? They don't send any notification letting the customer know, so they know it's a shady business practice and most biz owners don't evaluate these types of services that far in advance. It's a trap and they know it!! I did not even sign the contract and told them they need MY APPROVAL with a new contract signed by ME before renewing anything. They keep trying to bill an old credit card from the past business partner even though I have notified the account rep and billing department on multiple occasions. The service is super expensive and simply not worth it. It's bad customer service to not honor a request to cancel a yearly subscription when they have had more than ample time to do so. There are other vendors out there that are way cheeper and don't try to lock you into a yearly contract (then another yearly contract) against your will. Stay away

  

  Business response

  04/08/2024

  We are truly sorry to hear about your experience, . We understand that you are frustrated and disappointed, and we want to do everything we can to make things right. Please contact me at ************************************** so we can address your concerns and work towards resolving any issues you have.

  Customer response

  05/06/2024

  I have not received a confirmation from Birdeye that they have cancelled the old contract and that they will stop billing me.

  

  Business response

  07/10/2024

  Hi, 

  Thank you for bringing this to our attention. Ensuring that our partners have a seamless experience is our top priority, and it is clear we did not meet those expectations in your case. Please know that we are committed to addressing this issue promptly and will take the necessary steps to ensure it does not happen again. I can confirm that your account is inactive and cancelled. 

• Initial Complaint

  03/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In September of 2023, our company entered into an agreement with BirdEye to obtain online reviews and integrate their services with our CRM system. The agreement, which was for a period of one year, involved a payment of $4,357.94. Despite assurances during the sales process that BirdEye's platform would seamlessly integrate with our CRM system to automate reviews and client communication, they were never able to achieve this integration. We provided all necessary information and resources requested by BirdEye, but their team consistently failed to deliver a functional integration. Instead of fulfilling their promise of automation, BirdEye told us that we would need to manually enter client information and manually send out individual reviews. This not only defeated the purpose of using their services but also consumed valuable time and resources on our end. Due to the inability to use BirdEye's services as intended and the significant shortfall in their performance, we requested a refund. However, BirdEye only agreed to reimburse us $598, which is only a two month fee reimbursement. To date, we have not received a reasonable settlement.

  

  Business response

  04/01/2024

  Hi Se-an,

  I deeply apologize for the integrations issues you have faces and lack of support fork our team to resolve the issues you hacve faced. Please email me at ************************************** so I can work with you promptly on your refund request. 

  Customer response

  04/05/2024

   
  Complaint: 21473033
  
  I am rejecting this response because Birdeye has not yet made an appropriate offer to return our money. We have requesting a refund for ten out of 12 months service which reflects the services not provided by Birdeye. 
  
  Sincerely,
  
  Se-an ********

  

  Business response

  04/09/2024

  Hi, our team has processed a refund for 5 months. Please let me know if you have any further questions. 

  Customer response

  04/15/2024

   
  Complaint: 21473033
  
  I am rejecting this response because we do not feel that a refund for five months is satisfactory.  We had requested a ten month refund, agreeing to pay their set up fee and two months fees, for a service that they were unable to fulfill.  What recourse do we have?
  
  Sincerely,
  
  Se-an ********

  

  Business response

  07/10/2024

  I understand your frustrations. After connecting with my support leaders, they have initiated a cancellation of your account. Your account has been canceled. We are unable to provide a refund for ten months. Our team has worked with you to resolve the initial issues. We understand you are with a new vendor now, and we have confirmed your cancellation and processed a refund for five months to pacify the experience you have faced. 
  

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