ComplaintsforGrammarly, Inc.

• Initial Complaint

  08/07/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Grammarly has stopped working. There is no customer service, and I cannot log in to cancel my subscription - which requires the ability to log in.

  

  Business response

  08/09/2021

  To whom it may concern,
  We conducted an internal investigation of the case in question and we could not trace any correspondence between our representatives and the buyer, indicating that the buyer did not attempt to resolve this issue with our side directly.

  We ask the buyer to contact Grammarly's customer support by submitting a request at ********************* or sending an email to [email protected]. This will allow us to further investigate the login issue and provide a resolution.

  Please be also advised that when the buyer subscribed to our service, they agreed to our Terms Of Service and License Agreement, which states that Grammarly subscriptions automatically renew until they are canceled, and subscriptions that aren't canceled before the start of a new billing cycle will be charged for a new subscription period.
  We have already refunded the renewal payment.
  The refund will appear on the buyer's credit card within the next 10 business days.
  Please do not hesitate to contact us should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team
  

  Customer response

  08/11/2021

  
  Complaint: ********
  
  I am rejecting this response because:

  Ladies and Gentlemen:

  I filed a complaint with the BBB when (1) the product I purchased from you ceased to function and (2) I was unable to contact you through your website because your software responded continually that it did not recognize my email address.  Consequently, I determined that your product is defective, your customer service non-existent, and I should therefore discontinue any further relationship.  However, as the service renews automatically, and I had no way of providing notice of termination, termination, I was without any means of recourse.

   

  Your response to BBB (Below) indicated I should file my complaint by sending this email.  Your response further indicates (see the yellow highlight) my credit card will be credited within the next ten days and my non-renewal honored. 

   

  J. ***** ***

   

  To whom it may concern,

  We conducted an internal investigation of the case in question and we could not trace any correspondence between our representatives and the buyer, indicating that the buyer did not attempt to resolve this issue with our side directly.

   

  We ask the buyer to contact Grammarly's customer support by submitting a request at ********************* or sending an email to *********************. This will allow us to further investigate the login issue and provide a resolution.

   

  Please be also advised that when the buyer subscribed to our service, they agreed to our Terms Of Service and License Agreement, which states that Grammarly subscriptions automatically renew until they are canceled, and subscriptions that aren't canceled before the start of a new billing cycle will be charged for a new subscription period.

  We have already refunded the renewal payment.

  The refund will appear on the buyer's credit card within the next 10 business days.

  Please do not hesitate to contact us should you have further questions, comments, or requests.

   

  Sincerely,

  The Grammarly Team

  
  
  Sincerely,
  
  J ***** ***

  

  Business response

  08/12/2021

  Hello,

  We conducted an internal investigation of the case in question and located the email correspondence between our representatives and yourself. For reference, the incident number is *******.

  This note is to confirm that we have already refunded the renewal payment. The refund will appear on your credit card within the next 10 business days.

  Please do not hesitate to contact us should you have further questions, comments, or requests.

  Sincerely,

  The Grammarly Team

  Customer response

  08/19/2021

  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,
  
  J ***** ***

• Initial Complaint

  08/05/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I JUST MADE A PURCHASE JUST YESTERDAY AND I DISCOVERED I WAS OVERCHARGED AND I ONLY NEEDED THE SUBSCRIPTION FOR ONE MONTH BUT THEY CHARGED ME $144. And when I try to cancel for my money back they DONT GIVE refunds which don't make any sense.

  

  Business response

  08/07/2021

  To whom it may concern,

  We conducted an internal investigation of the case in question and located the email correspondence between our representatives and the buyer. For your reference, the incident number is *******.

  Please note that we offer the following rates (*********************************):

  Monthly Subscription — $30 USD/month

  Quarterly Subscription — $60 USD/three months (billed as one payment)

  Annual Subscription — $144 USD/one year (billed as one payment)

  To ensure that our users are aware of the cost savings of an annual subscription, we also list prices by the average cost per month, although plans greater than the 1-month plan are billed as one charge. Please see our billing policy for details at **************************************

  The partial payment has already been refunded. The refund will appear on the buyer’s credit card within the next 10 business days.

  Please do not hesitate to contact us should you have further questions, comments, or requests.

  Sincerely,

  The Grammarly Team

  Customer response

  08/07/2021

  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,
  
  Joseph *********

• Initial Complaint

  08/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My bank account purchase notifications informed me I was that Grammarly, without my knowledge or agreement of any sorts had charged me $59.95 from my checking account. I have never agreed to purchase their premium subscription. I had only used once their free subscription, which says its free, and they shouldnt have been charging me anything. I am in midst of deleting my account right now. I do not want any other business with Grammmarly. I just want my $59.95 put back into my account or check refunded for $59.95 back to me. I honestly dont know how this company is still business. I am in midst of getting evicted from my home, no food on the table, and now I have to deal with this. Please, all I am asking is for my refund back for $59.95. I am a poor old lady, with recently having to lose my job. I am barely getting by. I just need my refund, please.

  

  Business response

  08/02/2021

  To whom it may concern,

  We conducted an internal investigation of the case in question and we could not trace any correspondence between our representatives and the buyer, indicating that the buyer did not attempt to resolve this issue with our side directly.
  
  The email address that the buyer provided did not pull up a paid account in our system.
  
  We ask the buyer to contact Grammarly's customer support by submitting a request at ********************* or sending an email to *********************. This will allow us to further investigate the issue and provide a resolution.
  
  Please do not hesitate to contact us should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team

• Initial Complaint

  07/31/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Grammarly charged me $139.95 without any notice on April 24, 2021. It was the double amount of my first subscription. I don’t even need the service anymore. I had no idea until I check my bank statement yesterday. I contacted them, but they refused to issue me a refund. That’s a lot of money for me. They just charged me WITHOUT ANY NOTICE. That’s like stealing. I see other customers are complaining about this. They should really consider to notice customer before charging. And I need a full refund. For other subscriptions I had, they sent out email a few days before charging. But NO notice at all from grammarly. They say to not interrupt the service, so they use auto renewal, but auto renewal doesn’t mean they don’t need to send out a notice. It’s just like a trap they set up waiting for users to fall into.

  

  Business response

  08/02/2021

  To whom it may concern,
  
  We conducted an internal investigation of the case in question and located the email correspondence between our representatives and the buyer. For your reference, the incident number is *******.

  Please be advised that when the buyer subscribed to our service, they agreed to our Terms Of Service and License Agreement, which states that Grammarly subscriptions automatically renew until they are canceled, and subscriptions that aren't canceled before the start of a new billing cycle will be charged for a new subscription period.
  We have already refunded the renewal payment.
  The refund will appear on the buyer's credit card within the next 10 business days.
  Please do not hesitate to contact us should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team

• Initial Complaint

  07/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the premium plan for $30 on July, 27th 2021, before I bought it I put in some text and it showed me what it would change if I upgraded and then never did what it said it would do. The purchase options were misleading and I'm going to file I ticket through their system. I want a refund, I would never recommend their service.

  

  Business response

  07/28/2021

  To whom it may concern,

  We conducted an internal investigation of the case in question and we could not trace any correspondence between our representatives and the buyer, indicating that the buyer did not attempt to resolve this issue with our side directly.
  
  The email address that the buyer provided did not pull up a paid account in our system.
  
  We ask the buyer to contact Grammarly's customer support by submitting a request at support.grammarly.com or sending an email to [email protected]. This will allow us to further investigate the issue and provide a resolution.
  
  Please do not hesitate to contact us should you have further questions, comments, or requests.
  
  Sincerely,
  The Grammarly Team

• Initial Complaint

  07/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BBB, Please be aware of the fact that this business phone number listed is a recorded message and IS NOT the direct line to the company that is required for any business listed with the BBB to register their direct phone number. ***** ********  BBB please notify this organization that their failure to answer the phone directly is a violation of the terms and conditions of the BBB with regards to attempting to solve problems prior to taking additional steps against all companies.

  

  Business response

  07/21/2021

  To whom it may concern,

  We do not provide phone support at this time and focus on providing high-quality responses by email.

  We conducted an internal investigation of the case in question and located the email correspondence between our representatives and the buyer. For your reference, the incident number is *******.

  We detected an unusually high number of login attempts associated with the buyer's phone number. To counter any potentially fraudulent activities, we temporarily stopped sending text messages to the buyer's number. To access their account, they need to use one of the backup codes that were available to them when the two-step verification was enabled.
  
  If the buyer didn't save their backup codes, they need to wait for 5 days before attempting to log in again. After this cooldown period, our text messages should be delivered successfully.
  
  The buyer should not share their authorization information (login and password) with any third party. They may use Grammarly services solely for their own personal purposes. Here is an excerpt from our Terms of Service and License Agreement (***************************):
  
  "You shall be solely responsible for the security and proper use of all user IDs, passwords or other security devices used in connection with the Site and/or the Services, and shall take all reasonable steps to ensure that they are kept confidential and secure, are used properly and are not disclosed to or used by any other person or entity.”
  
  As an alternative, the buyer can purchase Grammarly Business: ********************************** for more information.

  Sincerely,

  The Grammarly Team

  Customer response

  07/22/2021

  
  Complaint: ********
  
  I am rejecting this response because:
  
  

  “We do not provide phone support at this time and focus on providing high-quality responses by email.”
  {*****. Failure to allow the client to contact the company by action alone indicates disregard of the client and continued disregard of other clients or potential clients}
  
  “We conducted an internal investigation of the case in question and located the email correspondence between our representatives and the buyer. For your reference, the incident number is *******.”
  {***** squared. Your organization has pissed off yet another client and without regard your condescension continues along with failure to resolve the issue directly with the client over the phone}
  
  “We detected an unusually high number of login attempts associated with the buyer's phone number. To counter any potentially fraudulent activities, we temporarily stopped sending text messages to the buyer's number. To access their account, they need to use one of the backup codes that were available to them when the two-step verification was enabled.”
  {***** cubed. I got your detection right here. The fact that the wuhan virus has forced people to work remotely and in many cases said people may not have direct internet cabled access and are susceptible to internet connections and timing out, or forced restarts of the computer systems they are working with to reset the internet connection would require reconnection. My methods of internet access IS NOT OF THE BUSINESS OR KNOWLEDGE OF ANYONE OR ANY OTHER COMPANY- as stated I have your detection right here.}
  
  “If the buyer didn't save their backup codes, they need to wait for 5 days before attempting to log in again. After this cooldown period, our text messages should be delivered successfully.”
  {**** to the 4th exponent. Grammarly refuses to solve the issue over the phone by identifying the client, addressing the PRE-PAID FOR IN FULL SUBSCRIPTION of 6-3-21, resetting the account from their offices, and moving forward without the interruption of services for eight days since this restriction was enforced on a Friday along with restricted access throughout the weekend and then told the following week you may gain access to your account? What could have been resolved over the phone with two minutes of client verification, two minutes of system verification, and one minute on the resetting of the account has now taken over seven days to correct. – AGAIN, WE HAVE THE COMPANY HIDING BEHIND THEIR ***** TO TAKE ADVANTAGE OF THE CLIENT}
  
  “The buyer should not share their authorization information (login and password) with any third party. They may use Grammarly services solely for their own personal purposes. Here is an excerpt from our Terms of Service and License Agreement (***************************): You shall be solely responsible for the security and proper use of all user IDs, passwords or other security devices used in connection with the Site and/or the Services, and shall take all reasonable steps to ensure that they are kept confidential and secure, are used properly and are not disclosed to or used by any other person or entity. As an alternative, the buyer can purchase Grammarly Business: ********************************** for more information.”
  
  {**** to the 5th exponent. Referencing **** cubed, it is not of the business of grammarly or anyone else the methods used by those in the midst of the wuhan virus from china to tell end users how to connect to the internet, databases, or other online accounts. Furthermore, it is not of the business, of grammerly to make ASSUMPTIONS of the hardships that clients are going through when working remotely. Finally, there is no sharing of passwords of usernames as the mac address will prove this boilerplate ***** response from Grammarly.}
  
  Dual factor authentication (DFA) on the part of grammarly to have some semblance on the side of the client is patently **** on its face value. It is the client, not grammarly, who is using this to protect the account, it is the client, not grammarly, who knows when they are signing in and signing out of the account. It is the client, not grammarly, who knows when this software is used. If the DFA was working properly, grammarly would have recognized the MAC address of the computer that is signing into the DFA which is being confirmed by the texted code. Therefore the grammarly dual factor authentication is smoke and mirrors and not a legit DFA function, whereas the grammarly DFA is also…*****. Why you say? Because if the codes from the DFA process are being resent to the phone registered to the grammarly, grammarly itself can see the codes are entered correctly, and the MAC ADDRESS HAS NOT CHANGED. By logical engineering deduction, it will reflect that the client is attempting to reconnect to the account to get access in order to start the assignments of the day required for the coursework of course material in the professors syllabus.
  
  The BBB is complacent and showing no regard for the consumers based on the conduct of grammarly by allowing a company to have a phone line with push button pre recorded messages. BBB may have listed the physical address and website of the company yet fails to address the fact that the company in question has no regard to resolve disputes in a proactive manner in minutes and not weeks. BBB YOU ARE WRONG FOR CONDONING THE ACTIONS OF GRAMMARLY.
  
  grammarly has speculated in its response of the clients end use of the software program which is categorically false and **** on its face. grammarly has speculated compromised access methods and repeated attempts of the client to access the internet and the account which has been paid in full, yet again *****, proven as such had they picked up the phone when the client would ask what the hell is going on. Furthermore, grammerly dictates yet again without regard to the client of the clients responsibility to retain recovery codes to reset the account. But if grammarly actually gave a damn about the end user they would have found out directly that the end user sustained a secondary computer catastrophic failure where the codes were previously located. Yet grammarly did not bother to pick up the phone and actually HELP THE CUSTOMER. None given on the part of grammarly.
  
  
  
  Subscription was paid in full on 6-3-21,  grammarly has restricted the account for a period of three days plus the five days where the client has not gained access due to speculations on the part of grammarly. Therefore the subscription shall be extended the eight (8) days to recognize this restriction to have the date of expiration to be 6-12-22, as the 12th will reflect the full reset and access of the restriction.

  

  Business response

  07/27/2021

  To whom it may concern,
  

  We understand that the buyer would like to have it resolved over the phone and sincerely apologize for being unable to fulfil their request. Currently, we handle all customer inquiries by email and do our best to provide insightful feedback and suggestions.

  
  Let us note that the limit in question is designed to prevent potentially fraudulent activities and unauthorized login attempts. We apologize for the inconvenience. Our verification codes should now be delivered successfully. Please ask the buyer to try to log in again. 
  
  To prevent this type of issue from occurring in the future, we suggest that the buyer, if possible, reduce the number of logins into their account.
  
  To make up for the inconvenience, we have extended their Premium access for nine days (until Jun-12-2022), free of charge.

  
  Sincerely,

  The Grammarly Team

  Customer response

  07/28/2021

  
  Complaint: ********
  
  I am rejecting this response because:

   

  "We understand that the buyer would like to have it resolved over the phone and sincerely apologize for being unable to fulfil their request. Currently, we handle all customer inquiries by email and do our best to provide insightful feedback and suggestions."
  
  
  {"Cowardice - a lack of courage or firmness of purpose" - they are hiding behind their keyboards and refusing to answer the phone and solve the issues directly.}
  
  
  "Let us note that the limit in question is designed to prevent potentially fraudulent activities and unauthorized login attempts. We apologize for the inconvenience."
  
  
  {********. As previously noted, a legitimate multifactor authentication system would note the mac address of the computer that is logging into the system. Furthermore, the system would have noted that the previously connected mac address of the computer internet connection was dropped or disconnected due to an unstable internet connection. The consumer, end user, PAID SUBSCRIBER would be using the same computer to log in once, twice, or two dozen times of the period of one day, 24 hours to complete their work.}
  
  
  
  
  "Our verification codes should now be delivered successfully. Please ask the buyer to try to log in again."
  
  
  {******** squared. No codes were ever received; therefore, this is a LIE from an organization of LIARS. DO NOT LIE but based on the geographical location of grammarly inc I am not surprised by the level of narcissism found within the multiple complaints found on the BBB website review of this corporation. Where their direct condescension is evident and concise, located in each complaint.}
  
  
  "Please ask the buyer to try to log in again."
  
  
  {grammarly suspended access to the account, which was paid for in full starting July 16, 2021, through July 27, 2021, for a period of eleven days without answering the phone call from the customer to solve the issue. No indication was given to sign on, no codes were received by the email of record.}
  
  
  "To prevent this type of issue from occurring in the future, we suggest that the buyer, if possible, reduce the number of logins into their account."
  
  
  {******** cubed. I have repeatedly stated that based on this chicom virus from the ******* ***** wuhan laboratory, I, the client who has paid for the use of this service, am working remotely. I have no control of the quality of the internet connection to connect to this service, and if the computer used must be restarted to reconnect to the internet, that is my issue to deal with. It is not the business of anyone else to tell me how many times per day I can log into or out of an account. Knowing that I am dealing with a company that is too cheap to operate a legit multifactor authentication system where the mac address is logged, this would not be an issue. Therefore dealing with a company geographically located in ground zero for narcissism, lying about sending codes that were never sent, and displaying cowardice for refusing to answer the phone, and the condescension in each complaint on this company BBB profile page reflects clearly in the disregard of this organization.}
  
  
  
  
  "To make up for the inconvenience, we have extended their Premium access for nine days (until Jun-12-2022), free of charge."
  
  
  {******** TO THE FOURTH EXPONENT. THE ACCOUNT DATE OF EXPIRATION HAS NOT CHANGED; THEREFORE, THIS IS A FALSE STATEMENT OR A LIE, WHICH IS BASED ON OTHER PREVIOUSLY MADE STATEMENTS IN THIS COMPLAINT....I HAVE PAID IN FULL FOR THE USE OF THE SOFTWARE KNOWN AS GRAMMARLY FOR A PERIOD OF 365 DAYS WITHOUT RESTRICTION. IT IS THE NARCISSISTS OF GRAMMARLY THAT USE THE CHEAPEST FORM OF MULTIFACTOR AUTHENTICATION THAT DOES NOT RECORD THE MAC ADDRESS OF THE SAME COMPUTER ATTEMPTING TO OVERCOME AN UNSTABLE INTERNET CONNECTION. GRAMMARLY ASSUMED THERE WERE MULTIPLE COMPUTERS BEING USED-********, GRAMMARLY STATED CODES WERE RESENT TO THE END USER-********, GRAMMARLY HAS REFUSED TO SOLVE THE ISSUE BY ANSWERING THE PHONE. "Free of charge" on its face is also ********, for I have been the single user of the account who has been restricted by speculation on the part of grammarly. So grammarly is doing nothing FREE by the practice of cowardice.}
  
  
  I lost access to the account for which I have paid for in full for a period of eleven days starting July 16, 2021, through July 27, 2021, since there were no codes received from grammarly, there was no indication that the account was reset, and there sure as hell were no phone calls dictating account access restored during the period of eleven days. 
  
  
  1.) grammarly will extend the individual premium account subscription from the current June 4, 2022, to June 15, 2022. 
  
  
  2.) grammarly does not have a legitimate multifactor authentication system that logs the mac address of the same computer repeatedly connecting to the account. Therefore I have turned this off on my side of the account.
  
  
  3.) I have zero control of internet access quality due to the current virus brought to you by mr. ******* ***** and the wuhan lab. If at anytime grammarly is questioning repeated logins, engineering logic dictates verification of the mac address prior to speculating multiple users. In law, it is called evidence which is a standard that must be followed. 
  
  
  4.) If the premium subscription dates are not corrected in item number one above, I will resume this complaint repeatedly until corrected. 
  
  
  To the BBB,
  Your condoning of the actions of grammarly itself by allowing the rating or reviews of a company on a scale from 1 to five is WRONG. When the customer goes to fill out a company review, the review of the company cannot be submitted until the end-user has clicked at least one star. At that point, the review can be submitted which is NOT CORRECT. As of July 28, 2021, grammarly has 288 complaints closed in the past three years, with 154 complaints closed in the past 12 months. Of the 234 customer reviews, the value is shown as 1.11 out of 5. Therefore removal of the one-star based on 234 customer reviews places the value of 0.11 out of 5 and the which would be far below the actual value of 20%, which in any academic or professional domain means the company BBB rating and accreditation is F.
  

   

   

   

   

  
  
  Sincerely,
  
  Joseph ********

*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. ↩