Complaints

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 3, 2024, Survey Savvy (part of Luth Research) solicited me and many others to do a job for them. It was to be in two parts and we would be paid sixty dollars if we completed both parts. The problem is they did not give us a chance to do the second part so we were not paid anything for the intensive work we did in the first part. It involved being recorded while we were asked questions--personal questions--and while we gave our answers. It took me 45 minutes to an hour to do the job. We were supposed to be contacted in a couple of weeks to do the second half of the job and when that did not happen, I began to contact them. Their excuse was that it was a fast-paced job and that they got enough responses before I submitted mine. That is a lie! The invitation to the job said we did not have to complete it in one sitting so it could not have been a fast-paced job. At no time while I was taping my responses in an interactive session was I told they had all the responses they wanted and I should stop. I completed the job in ONE sitting without stopping once. Other people have complained about this. I have an email where that is admitted but I was not able to upload it here.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I didn't want to have to go this route, but I can't find any other way to contact these guys. I've had problems for almost a year with emails I send them going unreplied to, no matter whether I email the address they provide on their site or use the contact form on their site - nobody seems to get my emails and reply to them.I constantly have to check in to verify that all the surveys I've completed are getting credited promptly and the last time I was finally able to get somebody on the phone who fixed it. Now I'm missing $10 credit from a survey I did two months ago and not only will nobody reply to email inquiries but now their phone doesn't even work. I don't know how else to get a hold of them and get some resolution.When they reply to this complaint, the survey # was 305424-1 and I completed it on 5/15/24.I didn't even bother trying to collect the $1 I was missing from three months ago because of all the time I'm having to waste chasing them down, but this time I want the $10 I earned credited to my account.I also want them to get their email problem fixed and start replying to their survey takers when we have issues like this.I don't know what's changed in the last year, but I never used to have problems like this with SurveySavvy before; in the past they always replied to emails promptly and fixed issues as I reported them.

  

  Business response

  07/12/2024

  Hello BBB representative,
  
  In response to BBB complaint #********.
  
  Our records indicate our support team responds to ************ regularly via email and telephone. A review of email communication between *********** and our support team within the last year reflects we received 10 support emails **********************************,and each were responded to within 72 hours.  Some email programs will have a filter that *** not allow unrecognized emails to be delivered to her email inbox and would be delivered to her emails spam or junk email folder. To avoid this, she *** want to add SurveySavvy to her email programs accepted emails senders list.
  ************** request for payment of $10 for participation in the survey has been accepted and posted.  The $10.00 incentive/credit she earned for participating in survey ******, was approved and posted into her SurveySavvy account on July *******. She *** now log into her SurveySavvy account and request payment.
  
  If any additional information is required, please do not hesitate to reach out.

  Customer response

  07/18/2024

   I do appreciate SurveySavvy responding and getting my account credited as I requested.  What I'm unhappy with is they're still not addressing the core issue - the lack of response to emails over the last year.  I can send you screenshots of MULTIPLE times I've sent messages to them over the last year - each message saying over and over again "Please respond this time" or "I've sent this three times" and they do not answer them. 

  Up until the last year or so, communication with them was always perfect, and yes, they did respond in just a few days.  But for almost a year now I've been trying to contact them by both emailing directly to their listed email address and using the Contact Us link on their site - and nobody responds.

  There was ONE phone call I made in where I finally got through to somebody who addressed all of my survey questions and then promised me she would look into why they weren't getting emails from me anymore - and six or eight months later, absolutely nothing has changed.  It's not an issue of me not getting their messages because of my spam filter - they are not getting mine.  That was verified on the phone call, that they had no record of me writing in dozens of times.  And again, this was out of the blue.  I've used SurveySavvy for several years now, and the communication has only been an issue for the last ten or twelve months.  And right before I contacted BBB, I couldn't even get somebody on the phone anymore.  Going to BBB was my last resort.
  

  I like being part of the panel, I love doing the surveys, I just wish they would check into and fix technical issues when panelists report them, instead of making us jump through these hoops to get their attention.
  

  Thank you to everyone involved in taking care of this issue for me.

  

  Business response

  07/18/2024

  
  
  Hello BBB Representative,
  
  In response to BBB complaint #********
  
  We acknowledge ************ has reported not receiving our replies to her emails. On October 3,2023   ************ was provided instructions ensure that she receives all SurveySavvy invites and membership related email messages. If ************ could please follow the provided instructions and send us a test email to *********************************** we would be able to confirm her issue has been resolved. All email replies go all our panelists in the same methods.  We do not have a communication problem with others.
  
   If she requires any assistance, we will be happy to assist her via the telephone.  Our support telephone number is ************, Monday through Friday 8am to 4pm PST. Tue Oct 03 12:47:50 2023 ********************* - Ticket created[Reply] [Comment][Forward]
  Subject: Survey status
  Date: Tue, 3 Oct 2023 19:47:48 +0000 (UTC)
  To: **********************************
  From: ********************* <***********************>
  Download (untitled) / with headers
  text/plain 429b
  I've been sending emails from the contact link on the website for months now and nobody ever replies.
  Hello ******,
  
  
  Thank you for your email.
  
  We have received your emails from September 21st and July 7th and responded on September 21st and July 11th respectively. We hope you receive this email as we do not wish for you to feel as though your requests for information are going ignored.
  
  If you have any spam-blocking software, please add the email addresses ********************************** and ********************************* to your address book or white list.  Doing this will ensure that you receive all SurveySavvy invites and membership related email messages. 
  
  I am including the information on the surveys you requested below:
  304884-1 - completed 8/11 $5.00. Credited 10.03.2023.
  305025-1 - completed 8/15 $1.00. Credited 9.28.2023.
  305333-1 - completed 8/22 $1.50. Credited 9.7.2023.
  
  305287-1  - completed 9/5  $2.00 Credit pending.
  
  305361-1 - completed 9/6  $1.00 Credit pending.
  
  
  

  
  

  Customer response

  07/22/2024

  
  I sent a test message this morning just as the business requested.  If the email issue is fixed as they say it is, then I'll be expecting a response within 72 hours.  I sincerely hope it's working now, because despite what they say, the email has NOT been working for the last year.  Thank you for your help.
   
  

• Initial Complaint

  10/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been owed my August and October payments from Survey Savvy and have been getting the complete runaround from these jerks who must have nothing better to do. This is completely and totally unacceptable, and I have had quite enough.

  

  Business response

  10/27/2023

  *******'s $12 August check was re-issued and sent out of our office on 10.25.2023.Her October check requested 10.8.2023 was sent out of our office on 10.19.2023.  :)
  

• Initial Complaint

  03/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have not been receiving payment for participating in the junk mail study. I received a letter this month saying that recently my junk emails were not being forwarded. I have called on four separate occasions to find out why I have not been paid in many months and also get my emails fixed that just stopped forwarding apparently. I have called the main office number and the number listed on the junk mail envelope schedule. Voicemails were left each time with no response.

  

  Business response

  03/16/2023

  I have forwaded the respondents request onto our Special Projects team so they can contact him. :)

• Initial Complaint

  05/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a member for years of this online survey company surveysavvy.com. Recently I was owed money ($16.60 ) for surveys taken . The money was in the acct in january. In march i contacted the company and spoke to ***** and stated that i could not recall if i had requested the money due, could he check to see if it was sent/cashed. After ten days he said no and send a replacement check. It bounced and i incurred $35 in bounced check fees. I recontacted the company and spoke to ******* who she would look into it. Her only response was that the check was cashed ,not stating if it was an original check from january or the replacement. It appears two checks were sent, the second by mistake which caused the check to bounce. They take no responsibility for this despite my specifically asking if the first was cashed. I am not looking for the second amount or to collect twice, only the bounced check fees which is a result of their misinformation. They can be contacted at ************ my member id is ******. They are in ********* ** and are part of luth research

  

  Business response

  05/03/2022

  The $35 has been credited to his account in good faith.

• Initial Complaint

  04/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Luth Research practices in deceptive marketing tactics to steal consumers information to make their clients money. SurveySaavy a business under Luth Research partnered with ************ out of ** to make a mailing study of marketing that gets delivered to your house flyers were went to my house indicating to send mail in these prepaid envelopes every week for the *** two months and I would get credited $30 at the end of it. Fast forward to now and reaching out about not getting payment they advised that I had to participate in another study I never got notice about nor was it in my email or did I agree to the terms sent to me by support after the fact. I think SurveySaavy is running some scam in order to get free marketing mail materials sent to them for free and having consumers be unpaid for participating in something unknowingly that they wouldn't get paid for since they were unaware of the part two of the study. ******* from Luth Research said that they will not mail back any mail I've already sent them or credit my account for their mistake on not providing the full information on the initial flyer sent to peoples homes. Really scary that companies don't take accountable action for their mistakes and steals consumers mail without worry. Furthermore, this company states I signed something which I did not. I agreed to the flyer that was sent to me and did not get anything via email stating I needed to participate in another part of the study to qualify. If I didn't sign anything why are you sending me anything in the first place, it would make sense you would want to make sure your in compliance for taking my own mail!?

  

  Business response

  05/03/2022

  Our system indicates he qualified to participate on 01.03.2022.  The study report indicates we did not receive any envelopes from him in January and February 2022.  March and April 2022 reports are not available, so I am unable to confirm if we received any envelopes. Respondent has never registered his email address, and denies agreeing to do so.
  
  I provided him with the email registration instructions, participation requirements, and offered him the one time good faith payment.

  In good faith, his SurveySavvy account has been credited the $30 incentive and he has now been removed from the study.

*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. ↩