Complaints

This profile includes complaints for Upside's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Upside

  Washington, DC 20001-2765

  
• 

  Upside

  455 Massachusetts Ave NW Fl 3 Washington, DC 20001-2621

  
• 

  Upside

  777 6th St NW # 11 11th Floor Washington, DC 20001-3723

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:08/10/2023

  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 signed up for upside about a month ago after using it one time. They sent me and offer to get $20 for each new referral. I got up to 11 but some didn't qualify because they didn't spend $10 okay no problem. I still got up to $40 and when I went to cash out was told my account was locked. Reached out to them and they said that because my father used my old phone to sign up it locked his account and mine. Therefore they refused to pay me the cash out. Would definitely not recommend wasting time and money with them and customer service is zero help.

  Business Response

  Date: 08/18/2023

  This customer's account was terminated for breaking our Terms of Service regarding multiple accounts. While reviewing the account in a routine fraud prevention sweep, we found that 7 accounts were created on the same device, 6 of which used the referral code from ******************** to earn bonuses intended for new users:

  ********************
  ***********************
  ************************
  **************************
  ********************
  ************************
  **************************
  *********************
  
  From our TOS: "Because our Services generate rewards offers that are personalized, as well as bonuses to incentivize referrals, creating multiple accounts is prohibited and considered fraudulent activity. Upside will not be liable for any loss or damage arising from your failure to comply with this Section." Text in full here: **************************************************************

  Business Response

  Date: 08/18/2023

  ******,
  
  As our support agent previously stated in ticket ******* on August 7th, 2023, your account was reviewed by a manager and terminated for violating our Terms of Service by creating multiple accounts. We have provided the list of accounts to the BBB for reference. 
  
  Per our Terms of Service, "Each individual is permitted to create one account. Because our Services generate rewards offers that are personalized, as well as bonuses to incentivize referrals, creating multiple accounts is prohibited and considered fraudulent activity. Upside will not be liable for any loss or damage arising from your failure to comply with this Section." The full text of Terms of Service is available at **************************************************;
  
  Your most recent request on the support ticket was to delete your account; this request is currently queued and will be resolved within 3-5 business days.
  
  Upside considers this matter resolved. 
  
  Best,
  ******
  Upside Senior Customer Support Lead
  

  Customer Answer

  Date: 08/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I never made another account.  An account was logged into my phone for another user and the business claims this was creating another account.  The business is clearly a scam when it comes to honoring higher pay outs as proven by the multiple complaints.  I stand by my original statement and just requested my account be deleted because they obviously had no intention of honoring the promotion.
  
  Regards,
  
  ****************************
  

  Business Response

  Date: 09/20/2023

  Hi, again,

  I see in my system that ****** sent you the following email on August 21st:

  "We are writing regarding your request to delete your Personal Information, as specified in our privacy policy.
   
  Thank you for your patience; we have completed your request. As noted in our privacy policy, we have deleted all personally identifiable information (except such information that Upside is legally permitted to preserve for narrow business purposes) and ensured that all other Personal Information we have collected about you is no longer capable of being associated with your personal identity.
   
  We have also deleted your login credentials, and thus your Upside account, which now prevents you from continuing to use the Services."

  Upside now considers this matter closed.

  Best,
  ****
  Upside Support

• Initial Complaint

  Date:08/06/2023

  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 bought gas at ******** via UPSIDE on July 26. Upside offered me $1.60/gal cashback. Because I bought 14.095gal, I should get $22.49 cashback. But after 10 days, I did not get any cashback and I contacted Upside. They added $1.55 to my account and told me that the offer was not honored this time and I should redeem the offer with next purchase. It felt like a trap to the customer because they cannot honor the offer as they promised.

  Business Response

  Date: 08/22/2023

  Hi, there,

  I looked in our system and I see that my colleague **** was able to correspond with you regarding your offers - I hope you were able to receive his message. Those can sometimes go to a spam folder, even if it's part of an email thread.
  
  I concur with his assessment in his latest response: I'm really sorry for the failed offer on this transaction. As previously explained to you, we aren't able to manually include the bonus in the manual adjustment for this purchase. This is because the bonus isn't used up when claiming an offer. It will remain active and will automatically be applied to your next purchase.

  Feel free to respond to his email if you have any additional questions - that's the fastest way to be assisted!

  Best,
  ****
  Upside Support

• Initial Complaint

  Date:07/13/2023

  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 used upside with my gas purchases. The majority of them say expired even though its been an active offer when I get to the gas station and I complete after fueling.

  Business Response

  Date: 08/02/2023

  Hi, there,

  I checked our system and I see my colleague **** wrote to you on July 26th, inviting you to submit any issues you see with offers with this form: ********************************************************************************************** - I hope you received his message!

  We do always want our users to receive their cash back, so please feel free to use that form, and if you'd like, you're welcome to let **** know if you have any questions.

  Best,
  ****
  Upside Support

• Initial Complaint

  Date:07/11/2023

  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.

  The getupside app claimed that I created fraudulent accounts on their app and refuses to pay out the money owed to me. During their promotion i signed up my two children to use the app but since they signed up on my phone they say that i created fraudulent accounts. My wife's phone is used for work and not these types of things. they created their accounts on my phone so that when they need gas, they need to go through the whole process of finding the right deal, getting their cards and going through the process to get gas. On my account I went to cash out the $200 i have earned on it. I never attempted to cash out each kids $18 because that's their money and im not cashing out money that they made. I told the getupside app if it was an issue to take back the $30 bonus i received and their $15 bonus each. It shouldn't be taken away because I didn't do anything illegal but i still deserve the $170 back and if they want to cancel my account after that, then go ahead but i deserve what I earned.

  Business Response

  Date: 07/17/2023

  *****,
  
  As stated in the email from our Support team (Ticket *******), creating multiple accounts is prohibited and considered fraudulent activity per our Terms of Service.
  
  You stated in your complaint that you only created two additional accounts for your children, but our account review found that there were four additional accounts that have logged in to your mobile device aside from your primary account under ********************* All of the accounts sharing your mobile device also used your referral code.
  
  Your accounts will remain locked, and this is a final determination.
  
  Ive provided the relevant sections of our Terms of Service below. You can find the text in full at ********************************************.
  
  - "Each individual is permitted to create one account. Because our Services generate rewards offers that are personalized, as well as bonuses to incentivize referrals, creating multiple accounts is prohibited and considered fraudulent activity. Upside will not be liable for any loss or damage arising from your failure to comply with this Section."
  
  - "If we determine in our sole discretion that you have violated the Terms of Service, we may in our sole discretion and as permitted by law terminate your account and forfeit or cancel any pending, current, or future Cash Back rewards balance you may have. We will notify you of such termination at the email address associated with your account, and such termination shall be effective immediately."
  
  I hope this information clarifies the situation surrounding your account.

  Customer Answer

  Date: 07/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I would  like to know what other accounts were made under my name? Because I’m a trainer and I work with a lot of older people who don’t understand phones and aren’t great with apps. So there has been some that I have made under my phone and then put on their phone and never used from me. 

  I’m sure exactly what the emails were but the **** one was made on my phone for a client and was never used. I know for sure that one was made on my phone but my buddy said he wasn’t going to do it.  There was a ******** one that’s for a co-worker of mine, once made, we put it on her phone and she has used it a lot but she did tell me yesterday that she didn’t get any money and I explained to her that it was because of my account. My dad, ***/***** ***** might have been created on my phone and then put onto his, also the same with **** *******. These are what I’m thinking you’re talking about. I did to help them get it onto their phone and not to screw the system. I would create it, show them how it works and then put it on their phone. None of the purchases on theirs has any information that is mine. It’s their cards, their phone but was put onto their phones by me. I was so excited with the money I was saving and trying to get as many people as I could to do it and it was easier for them when I would create it, show them and then they knew how to use it. **** ***** who signed up said how I should be a sales person for them because of how I would try and get everyone to do it. It’s hard for me to gain money on it because I don’t drive much and as of tomorrow, it will be the first time not using the app. I’m sorry that I was trying to get as many people to do it as I could. I was trying to show people how great the app was. It wasn’t me making accounts and then using them, it was me making accounts for people so they could use it. My clients were very questionable about it until I explained it to them. I would really appreciate you telling me which ones I opened on my phone and give me a chance to tell you every situation. It really wasn’t me screwing or making illegal accounts, it was me helping people signup. 
  

  *********************;

  Regards,

  *********************************

• Initial Complaint

  Date:07/03/2023

  Type:Product 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.

  My cash back money has never been issued from my purchase on June 15th, 2023 in Springerville, Az. I received a message from Upside stating Still Processing. Why so long to process? Where is my cash-back? Please issue my cash back.

  Business Response

  Date: 07/20/2023

  Hi, ******,

  I took a look in our system and I see that my colleague **** has emailed with you about your issue, and it looks like everything is all cleared up! I hope that all is well, but please feel free to reply to his email to you if you have further questions.
  
  Best,
  L.R.
  Upside Support

  Customer Answer

  Date: 07/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:06/26/2023

  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.

  On June 17 I scanned to see restaurants that were offering extra percentage back on purchase and found ** ******* which was near. So I decided to give them a try. It’s been ‘in processing’ now for 10 days. Have encountered issues numerous times where they show in processing for several days and then ‘expired’, something seems off with this. If they aren’t going to honor their advertising they shouldn’t be allowed to advertise/do business. Very disappointing. 

  Business Response

  Date: 07/17/2023

  Hi, ******,

  I looked in our system and saw that my colleague **** was able to reach out via email, from our support address, regarding your issue here! He sent you our form, that you're welcome to use any time an offer needs to be investigated. This is that link in case you need it! **********************************************************************************************
  
  Gelo also used the information in order to give you the funds for your offer through our manual system. You should have received those by now, but if not, please feel free to reply to his email. Please know it may have gone to a spam folder.

  I hope this helps!
  
  L.R.
  Upside Support

• Initial Complaint

  Date:06/16/2023

  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.

  On 6/10/23, I claimed an offer for .71/gallon at ********* in Port Jervis at approximately 8:30am. At 9:21am I purchased 25.330 gallons of gas from the above station. A glitch in the app prevented me from viewing or uploading my CC numbers or allowing me to upload receipts. I contacted support about this and after troubleshooting was told they had to forward my phone's info to their engineers for a solution. I was also told 'Furthermore, regarding your offer, we've received the details of your purchase and it is being validated by ****** You can expect confirmation by: June 20th, 2023. Once the retailer confirms all conditions were met, you'll receive an email letting you know when it's complete.' On 6/15/23 I noticed my history said for 6/10 'Expired, missing proof of purchase'. I contacted support again providing my receipt for the second time in hopes of a resolution. I was informed I have .25 cents manually added to my account. When I stated I was confused about the amount I was told the breakdown was .01/gallon X 25 gallons= .25cents. I then stated that doesn't match the offer I claimed and purchased within the 4 hour period of .71/gallon and was told they couldn't manually add that. I asked why am I being punished for a glitch in their app preventing me from adding my information and was greeted with a number of vague and confusing responses about cashback and offers not validated electronically need alternate proof of purchase. I then emailed back both the requested receipt and bank statement, but was told they can't adjust it to the claimed offer. When I asked if I just have to wait for the system to update the offer or if im stuck with .25 despite the claimed offer I was told they checked my transaction and it was completed on 6/15/23 for .25. Completely unhelpful and disconnected from the problem I am experiencing. Even though I still have .70 plus offer on my account it is completely useless because the glitch continues regardless of the offer displayed.

  Business Response

  Date: 06/30/2023

  Hi, *******,

  I see that my associate **** was able to write to you via our support email yesterday, June 29th, with some background information on why you received the amount of cash back that you did. We're working on making offers and bonuses more clearly laid out in order to help our users, and I hope ********** message helped to clarify things!

  Best,
  L.R.
  Upside Support

• Initial Complaint

  Date:06/08/2023

  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 been dealing with GetUpside/ Upside since April 2021. They started on the right foot. Many transactions, few issues. But ever since October 2022, Many transactions, about half had issues. Whenever an issue occurs, it takes 11 days before it may be rectified. I follow the instructions, step 1 claim the offer, step 2 purchase within 4 hours, often I do the purchase quite immediately. Step 3, I use the credit card specified. Lately, I have been suspecting that Upside is nothing more than a scam.

  Business Response

  Date: 06/26/2023

  Hi ******,

  Apologies for the confusing experience. We took a deeper dive into your account, and we see that you also use Way for cash back offers. Way's cash back offers are powered by Upside and cash back can't be earned on both platforms for the same transaction. When you received cash back for an offer via Way, you wouldn't receive cash back for the same offer via Upside and vice versa. We get that this is confusing, so I'm working with our engineering team to make this messaging clearer for future offers and future users. 

  In the meantime, I recommend that you choose one of the two apps for cash back offers in order to have a more seamless experience.

  Best,

  Upside Support

• Initial Complaint

  Date:06/01/2023

  Type:Sales and Advertising 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 purchased fuel at the racetrack indicated in the picture of the receipt today with an advertisement of 21 cents a gallon cashback applied to my bill. A few hours later when I checked it was processing at 6 cents a gallon. I noticed they had changed the offer but when I did it it was 21 cents a gallon off a regular fuel 87 octane. And I noticed this seems to be a common complaint. The 2nd part is they kick advertising the fuel For quite a bit less than what actually sells for. It shows at $3.02 /gallon for regular 87 octane but is actually $3.29 / gallon. And although they have an update price tab it changes back to the incorrect price after momentarily correcting the price. Too much false advertising here to get people in.

  Business Response

  Date: 06/15/2023

  Dear *****,
  

  Occasionally, Upsides price may be different from the actual price on the sign at the station, however, we calculate your cash back based on the number of gallons of gas you purchased at the /gallon offer claimed. To learn more, please review this article.
  

  After looking further into your purchase, we can confirm you claimed an offer for $0.06/gallon and received $2.46 from a promo; receiving a total of $3.44 in cash back. 
  

  Should you have any questions, please reach out to [email protected]
  

  Sincerely,
  Upside Support

• Initial Complaint

  Date:05/27/2023

  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.

  On 5/27, I got an email that even though my referral had filled up 10 gallons of gas, I was given one cent as referral instead of 10 cents as per the program. This referral is an old referral and is not a new referral so why did Upside decide to change the rate of bonus? Does it mean that whenever Upside decides to run a promotion, they can arbitrarily change existing referral bonuses to whatever they want without notice?

  Business Response

  Date: 06/09/2023

  Dear *****,
  

  We can confirm that your referral experience changed - our team put you on a promotional amount! 
  

  However, we appreciate your feedback and have switched your referral experience back and have issued $0.40 for what you expected from your referrals purchases. In addition with our apologies, we've added a $0.30/gallon bonus towards your next processed fuel purchase. 
  

  If you have any additional questions, please reach out to [email protected].
  

  Sincerely,
  Upside Support

  Customer Answer

  Date: 06/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  I would like to retain my old referral promotion structure instead of being moved to the new system. Could you ensure that I am not moved to the new system now or in the future please?
  
  Regards,
  
  ***** ***
  

  Business Response

  Date: 06/22/2023

  Dear *****,
  

  Our Marketing Team confirmed your account is being processed to be reverted back to your previous referral experience. They also ensured that your referral experience wont be upgraded again. 
  

  Sincerely,
  Upside Support

  Customer Answer

  Date: 07/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]    Complaint: ********   I am rejecting this response because: The 40 cent adjustment that was promised in the initial response was never applied to my account. Regards,   ***** ***                 
  

  Business Response

  Date: 07/26/2023

  Hi, again,

  My apologies - there must have been a clerical error that prevented the $.40 from being added to your account. I've added a full $1.00 to make up for this issue, and I hope that helps.

  Best,
  L.R.
  Upside Support

  Customer Answer

  Date: 08/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** ***