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:08/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Under California laws related to consumer privacy, I have attempted to remove my personal information from the SpyFly systems. I have used made a direct request on the SpyFly website and through a third-party service offered by Mozilla called Monitor. While over ************************************* the last 2-3 weeks, SpyFly continues to drag its feet in complying with current law.

  

  Business Response

  Date: 08/19/2024

  Hello, Thank you for contacting us regarding your concern and we are happy to help. There are several types of requests that consumers can submit relating to different types of information. Residents of ********** and certain other states can click on the link for state privacy rights located at the bottom of the home page. 3rd party requests would require a signed Power of Attorney, so Im not sure this is the type of request you are referencing? Additionally, our website contains information that is sourced from public records, such as county records offices, courthouses, and other government and private recording keeping systems that are accessible to the general public. Information from these sources is excluded from state privacy laws, however we offer all consumers a free and automated tool that allows anyone to remove their information from our website. There is no requirement to live in a certain state or have any knowledge of privacy laws. Any consumer can visit our website and select the link Remove Me From Website at the bottom of the homepage. We are not affiliated with the company you referenced and we do not know what they promised you, what they did, or why it did not work. Please contact our support team if you need any assistance with your request and we will be happy to help. Sincerely, Member Support 

• Initial Complaint

  Date:08/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 have asked the company to remove my name and information from their website which they agreed to do and did and without my knowledge or approval the company listed my name and information on the website, again. Please, remove my name and information from your website. Thank you.

  

  Business Response

  Date: 08/19/2024

  Hi *****, Thank you for connecting with us and we are happy to assist you. We did not see any type of request to remove information and we are not sure what you experienced. We apologize for any inconvenience. We are glad we had a chance to speak with you and assist you with the removal of the information. We have a free and automated tool that allows any consumer to remove their information from the website by clicking Remove Me From Website at the bottom of the homepage. Thanks again for contacting us and please let us know if you need any additional assistance. Sincerely, Member Support

• Initial Complaint

  Date:07/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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 have never used this site or service but I am now finding a charge on my *********** I recently incurred 2 charges from another company with like services that have caused me to cancel my card and have it reissued. I don't know how they are getting my number but I never signed up for this service or visited their site.

  

  Business Response

  Date: 07/03/2024

  Hi *******, Thanks for contacting us and we are sorry to learn about your issue. We are glad we had a chance to speak with you and resolve the matter. Please do not hesitate to contact us if you need any additional assistance. Sincerely, Member Support

• Initial Complaint

  Date:05/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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 did spyfly is taking unauthorized money from my account I never signed up for any of their products or services

  

  Business Response

  Date: 05/03/2024

  Hi *****, Thank you for contacting us and we are sorry to learn about your experience. We called you to learn more about your situation but we were not able to reach you. We see that an account was set up through our website with your name, contact, and payment information on 12/25/23. The normal monthly service fee of $29.97 was charged to your card for the 5 subsequent billing cycles of ********** During this time we routinely sent you email alerts based on the settings within your account. We received your email request to cancel your account after this most recent billing and we canceled your account. An automated cancellation email was sent to your address on file and we have refunded your monthly service fees as a courtesy. Please let us know if you need any additional assistance. Sincerely, Member Support

• Initial Complaint

  Date:04/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 noticed the transaction on my bank statement 4-17-2024, and I have never heard of this company, and none of my emails are associated with the site. I want to know how my debit card was used for this, and I want it stopped immediately.

  

  Business Response

  Date: 04/24/2024

  Hi *******, Thank you for sharing your experience with us and we are glad we were able to speak with you and resolve this matter. Please let us know if you need any additional assistance. Sincerely, Member Support
  
  

  Customer Answer

  Date: 04/24/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. The man I talked to was sincere and closed false account and put in for refund. I haven't got it yet, but I'm sure it will go through. This company does not tolerate hacked and stolen card info and handles it exactly as it should be handled. Thanks 
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:03/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 a 7 day free trial when they went to charge my account I didn't have the funds to pay the ***** bucks and spy fly has literally tried to run that transaction daily sometimes twice a day costing me fees each time it trys to run my card... You would think if the transaction didn't post the first 15 times they would realize it probably won't go through which it would have if they didn't run my account empty because of all the fees from all their trys

  

  Business Response

  Date: 04/05/2024

  Hi ****, Thank you for contacting us and sharing your experience. We called you to offer assistance and left a message. As you noted, we were unable to process the monthly fee on the scheduled billing date. When this happens the system will attempt to ******ically retry the transaction during an initial grace ****** before automatically canceling the account. All of the billing policies are explained within the terms of the service and sorry if this caught you by surprise. We have canceled your account, refunded your fees, and confirmation emails were sent to your email address on file. Please let us know if you need any additional assistance. Sincerely, Member Support

• Initial Complaint

  Date:03/11/2024

  Type:Product Issues
  Status:

  AnsweredMore 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 company spyfly wont let me cancel my account! The phone number for them are non working numbers.

  

  Business Response

  Date: 03/15/2024

  Hi ******, Thank you for contacting us and we are sorry to learn that you had difficulties trying to call us. We called you to try and figure out what happened, but we were not able to reach you. Our website lists 3 different toll-free numbers and we are not aware of any issues or outages and we are not sure what you experienced. Accounts can be canceled online, by email, or over the phone. We see that you canceled your account over the phone using our automated system and so we do not understand the nature of this complaint. We also responded to your 4 emails and confirmed that your account was already canceled. Sorry again for any issue you experienced and please let us know if you need any additional assistance. Sincerely, Member Support

• Initial Complaint

  Date:12/04/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 decided to check out my debit card online to budget and found that i have been getting charged $29.97 a month for spyfly. i could review my statement back until december 2022 and have been charged every month totalling the amount of $389.61 that i know of. i have never used the service and when i tried to see if i could even sign in with my email online it was not found. i am unsure how they have my info but i have called spyfly and made sure anything was cancelled but i was not given an option to ask if my card info be removed. i am very concerned about this issue and would like to have my money refunded and answers as to how my card was used. if any documentaion is needed to resolve this issue please let me know and i will start the process

  

  Business Response

  Date: 12/12/2023

  Hi ******, Thank you for contacting us and sharing your concern with us. We are sorry to learn that your experience was not what you expected and we called you to learn more about your situation. We see that someone visited our website on 11/21/22 and set up an account using your name, phone number, email address, and payment information. After the initial trial period, the service has a normal monthly fee of $29.97 and is offered on a month-to-month basis. This information is stated on our website during the registration process and we also sent a welcome email that reiterated  details of the service. Sorry again to learn that any of this was a surprise.  We see that you were able to call our support number and cancel your service using our automated system. We can confirm that your account is canceled and you wont be billed again by our company. In an effort to remedy this matter, we have issued refunds for your 3 most recent transactions and confirmations have been sent via email.  We hope this resolves this matter and please contact us if you need any additional assistance. Sincerely, Member Support

• Initial Complaint

  Date:11/02/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  So I notice a payment on 11/01/23 in the amount of 27 dollars to ur company I don't know nothing about ur company some did a fraudulent transaction fraudulent acount because I didn't do this so I want my money back and account close

  

  Business Response

  Date: 11/10/2023

  Hi *****, Thank you for contacting us and we are sorry to learn about your issue. We called you to learn more about your situation and left a message. We see that an account was set up on our website with your name, email address, phone number, and payment information. The online signup process explains all of the terms and fees for the service. A welcome email was sent to your email address at the time of registration and this also contained all of your relevant account information and details of the service. After the initial trial period the service is offered on a month-to-month basis and can be canceled anytime. The service was active on your scheduled billing date and this is why you were charged the normal monthly fee. We have canceled your account and issued a refund of your monthly fee. Email confirmations have been sent to you. Please let us know if you need any additional assistance. Regards, Member Support

  Customer Answer

  Date: 11/10/2023

   The reason why I rejected the offer is because what they sent me was only $11 and 97 cents, not the full **** if they want to refund the rest of the money Oka. But they have not

  

  Business Response

  Date: 11/13/2023

  Hi *****, Thank you for the update on this matter. Our records indicate that you were charged $27.97 on 11/1 and issued a refund of $27.97 on 11/2. We are not sure what you are experiencing, but please contact our support team if you need any additional assistance. Regards, Member Support    

  Customer Answer

  Date: 11/15/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:10/11/2023

  Type:Order Issues
  Status:

  AnsweredMore 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 contacted this company to end my contract with them for a 7-Day free trial and I was called by a white male around 3:20 p.m. Wednesday October 11th and he was disrespectful and racist. He called me out of my name and he called me a victim, he said he didn't care about me reporting him to this company because he was the only one who runs the company and he's the only one who always answers the phone then he laughed at me and hung up in my face.

  

  Business Response

  Date: 10/19/2023

  Hi ******, Thank you for sharing your concern with us. These are very serious claims and we have reached out to you by phone and email to learn more about your experience. We requested additional information that would help us to investigate your claim, but you have not contacted us and have not provided any of the information we have requested. All of our customer interactions are tracked and monitored and we record all phone calls. We can confirm that our representative contacted you about your refund request on 10/11 at 3:16pm PT. The representative was very friendly and professional and you were issued the refund you requested. You stated that you were satisfied with the resolution and our agent offered to connect you to a survey so that you could provide feedback about your experience. None of the behavior you described occurred during this phone call and there is no other phone call from our company. At this point, we have concluded that the scenario you described never occurred with any representative of our company. Sincerely, Member Support

  Customer Answer

  Date: 10/19/2023

  Yes I have heard back from the business and all the guy that  called me about my complaint was doing was making up excuses and without evidence and without actually speaking with me first. All he did was defend and stand up for the other guy that was disrespecting me and using racial slurs and trying to say that another company was the one disrespecting me and that doesn't make any sense because if you're telling me you're from spyfly and you're calling me to give me a refund of course it's not another business that was disrespecting me so I don't have any time for people who are questioning my intelligence and disrespecting me at the same time and since they don't take me seriously I was not interested in ever speaking to them again nor will I ever do business with them in the future because they're too disrespectful and unprofessional.

  

  Business Response

  Date: 10/24/2023

  Hi ******, Thanks for your continued interest in this matter. We have reached out to you by phone and email on several occasions and have asked for your assistance in resolving this matter.  Unfortunately, you have not been willing to participate and have been unable to provide any information that might help to substantiate any of your outrageous claims. The recording of the conversation simply does not support anything you have stated. We are happy to review the conversation with you but you have not responded to any of our requests to connect with you. Unless there is a different phone call, which even you have denied, the statements are just not true. We wish you the best of luck. Sincerely, Member Support