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:04/11/2025

  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 March 30 2025 I purchased a digital coupon book as part of a fundraiser for my church youth group. The company raises money on behalf of non profit organizations in exchange for a percentage of the proceeds. The digital coupons have been rejected at every location I've tried to use them. The business do not recognize the coupons and they did not authorize these discounts. I reached out to Vertical rise the first time this happened and they were going to contact the individual business, as it seemed to be an issue with the business. Now that this has happened at multiple places and the business even saying this is a scam they did not approve this. For example ********** coupon redirects to another page telling me to claim I'm part of a multi car owner club that is not affiliated with vertical discounts and I have to provide proof of membership to that club that I'm not part of. All restaurants on the app have never heard of this company. They are scamming both the consumers, the business they claim to offer discounts for, as well as the non profit organizations they raise money

  Business Response

  Date: 04/11/2025

  Hello *******,

  We truly value your feedback and are committed to ensuring every customer has a positive experience with our business.

  We apologize for any inconvenience caused by the coupons and discounts not being honored as expected. Please know that we strive to provide clear and consistent communication about our offers, and we are reviewing your concern to better understand what happened.

  We sincerely regret any frustration this has caused and want to assure you that your experience matters deeply to us. Thank you for bringing this to our attention, and we hope to have the opportunity to make things right.

  Customer Answer

  Date: 04/12/2025

   
  Complaint: 23192021
  
  I am rejecting this response because:
  I have already make the company aware of my concerns 
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:01/28/2025

  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 am receiving unsolicited texts from this company. They do not provide an opt out option and I suspect its a scam. I have blocked the numbers, but they use new numbers to send texts to me.Ive called their support number and no one ************ text soliciting money should come with an opt out option. I have never done business with this company. I will never do business with this company. Theyre using my phone number without my permission and they provide no way for me to opt out.Theyre using a family members name for the solicitation so I assume this is some type of scam.Please address this.

  Business Response

  Date: 01/29/2025

  Hello,

  This individual reached out to us and we were met with immediate resistance to the solutions we provided. Each individual who receives a text message or email from a participant that is participating in a fundraiser being ran with our platform, has the option to opt out from receiving future communications. The individual's phone number was removed from our database and he was notified of this on 01/21/2025(email communication provided in attachments). 

  Vertical Raise uses 128-bit Secure Sockets Layer (SSL) technology, industry-leading encryption hardware and software methods, and security protocols to make sure every donation and fundraiser is secure. Vertical Raise uses ****** to process all payments, an industry leader in payment processing with the highest PCI Compliance rating. Vertical Raise has taken every precaution to provide the safest team fundraising platform on the market.
  
  

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22829523
  
  I am rejecting this response because:

  As shown in the enclosed screenshots of the texts from Vertical Raise, there is no opt-out option. The responder may be unaware that their policy is not being implemented, as these messages demonstrate.
  

  Sincerely,
  
  **** ******

  Business Response

  Date: 02/07/2025

  This is what the first text received look like. He did not include that. They do say to reply STOP to opt-out. We also informed him he could so that. 

• Initial Complaint

  Date:12/11/2024

  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 donated $50.00 to my nephew for ***. They did a duplicate $50.00 without my authorization.

  Business Response

  Date: 12/11/2024

  Hello,

  We received no prior communications from you requesting a refund of the duplicate donation you made. The contributions that you made were almost an hour apart and under different names, if this was truly a duplicate charge it would've been within seconds and the donor information would be the exact same. The fundraiser you contributed to ended as of 10/28/2024 and you had disputed one of the charges from 10/20/2024 as fraudulent with your bank on 11/01/2024.

  If we had been contacted prior to the dispute and the fundraiser ending, we would've been more than happy to supply a full refund to you.

  Customer Answer

  Date: 12/11/2024

  There are no thank you text or email for donation like some apps do. Didn't know they're  2 charges until I went to my bank statement. I just went back to fundraising website and saw my double donation. It clearly was a mistake on my part. But perhaps if your site would of given immediate response to my donation I would of caught it.

• Initial Complaint

  Date:10/07/2024

  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.

  We placed a order for three items one item keep failing qa so I reached out only to recieve a email stating they stuff has to go through qa to make sure it passes and they have up to 5 days but was ensures it did pass and was on its way which I paid 2 day shipping so got the package and one of the items they sent was wrong had the right tag for size and color but I ordered a 2x hoodie not a youth long sleeve tee shirt. So I reached out telling them I needed it fix asap as the season is almost over and sent proof of there mess up and questioned the qa as if it was so strict how did they sent the wrong item so I get a email saying we will just be refunding the hoodiee in about 10 days thats not what I asked I have sent many emails trued to call and only response I got was we cancel the reorder I asked for a full refund to include shipping . Called the corporate office asked for the management of the appera to call me and since call back no answer this company is a scam

  Business Response

  Date: 10/08/2024

  *******,

  We apologize for your frustration. There is a third party that fulfills facilitates these spiritshops, *********** does not play a role in any of the fulfillment or payment processes for these purchases. Unfortunately we are unable to provide any replacement of any products. We urge you to reach out again to the companies support team on the page you ordered your clothing from and see if there is any more help they can provide.

  Thank you

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22390590
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* Horton 

  This is false as I called and spoke to  someone at vertical raise who said that they would get the person in charge to call me which they did not also I have tried to reach out back through email and nothing so if this is a third party om this companys website they should have there contact info and beable to get this settled or fixed  . I know if I had a website and  had a place on it to purchase mecha dise  I would have some clue how to reach them incase of a issue like this  .I know I will not do anything associated with this company  ever again. I will write the check directly to the school and shop local for school merchandise .that way all the money will stay local . If it is a third party why is there name also on the email address associated with the apperal shop agian this company is a scam and I want my shipping fee and refund for the hoodie  I've also since called the corp vertical raise number and they have blocked my number  so guessed they figure just ignore them they'll go away  well no I'm not  this company is stealing people's money and it's wrong

  Business Response

  Date: 10/10/2024

  Hi *******,

  I am sorry that you feel like we have blocked your number, we are unable to block numbers at our corporate headquarters, but do receive hundreds of calls and some calls do get directed to voicemail. As stated before the spiritshops are ran through a third party distributer, we have reached out to them to see what the issue was and they let us know that they were unable to replace the item in the timeframe that you were needing it and did issue a refund do to this. Once again we do apologize for your frustration.

  Thank you, Vertical Raise Support

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22390590
  
  I am rejecting this response because:I Have left messages to have some one call me  but did not receive a call back i asked them to make the right shirt  and then overnight it once made figured that the least they could do for there s**** up   and I get a message that there refunding the shirt that is not what I asked for and  the refund did not include the  cost of the shipping  i paid  so no I'm not satisfied   and if this is a third party how come they havnt been held  accountable  if it is a third party  they should have a separate name listed as well as contact info if they do please share it .I want the shipping refunded !!! 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 10/30/2024

  Hi *******,

  Although these orders are not done through us, but a third party our hands our tied on having them refund your shipping cost. If you email ****************************** we would be happy to try and come to a solution with you.

   

  Thank you,

  Vertical Raise Support

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22390590
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ****** i have emailed them at the email  you suggested  and they tell me to bad   and no response on the refund for the shipping. Being that they are a third party  but are still affiliated with your company may you should reach out to them to get this corrected  . This is making your company look bad  i know that i will no longer  do and fundraising and do everthing i can to make sure no other or any organizations use you as a  company all because  you guys can do the right thing . All I asked for was the hoodie to be renade and sent out in a timely manner instead I got treated like c*** and was told to **** off and out money never again  again this company is a fraud  if they weren't they would provide a number to call  and talk to there owner /ceo/manger someone but nothing I have gave my number I'm not afraid to discuss this issue  as the emailing doesn't seem to do nothing 

  Business Response

  Date: 11/07/2024

  Hi *******,

  Did you email ****************************** or the one on your spirit shop email? We have not received one at ******************************, we have checked both deleted and junk. When we hear from you at that email address we will definitely respond.

   

  Thank you

  Customer Answer

  Date: 11/07/2024

   
  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

  Date:04/03/2024

  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 am writing to express my deep disappointment+frustration with the deceptive methods employed by Vertical Raises web-based fundraising software. As a donor on the platform, I have witnessed firsthand the misleading tactics used to solicit donations from families, and I feel compelled to bring this issue to attention.One of the most concerning practices is the way the software manipulates the fundraising goals to encourage final dollar donations. It is distressing to see that when the goal appears to be nearly achieved, families are prompted to contribute the final dollar to reach it. However, despite these donations, the website fails to reflect the true status of the goal being met, leading to a continuous cycle of soliciting more final dollars.This deceptive strategy not only undermines the trust of donors but also exploits the goodwill of families who are genuinely committed to supporting the cause. By falsely portraying the progress towards the goal, the software creates a sense of urgency and pressure, coercing families into making additional donations under false pretenses.Furthermore, this dishonest approach tarnishes the reputation of the fundraising efforts and undermines the credibility of the cause being supported. Families deserve transparency + honesty when participating in fundraising activities, and the software's deceptive practices betray these principles.I urge VR to take immediate action to rectify this situation and ensure that the software operates with integrity and transparency. It is essential to prioritize the trust and confidence of donors and uphold ethical standards in all aspects of fundraising. My niece is raising money for her *********** team now via VR. I will not use the platform to make the donation and have warned my family to follow suit.I wrote an email to *********************** on 10/5/23 about this issue but he never responded. See images attached of images before/after the deception I detailed.

  Business Response

  Date: 04/03/2024

  The automatic goal increase is hard coded in our system to increase as the goal is met. It is not intended to create any pressure or stress for the participant,it set up this way so donors that would like to donate do not become discouraged because the goal has been met. When the participant logs into their own account the goal stays the same and reflects that they have exceeded it.  We like to keep the goal low and attainable for our donors. This practice is used in many fundraising organizations and is not deemed a deceptive tactic. We were not contacted by the donor for further explanation regarding the automatic goal increase concern.

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21522646
  
  I am rejecting this response because: the firm admits to manipulating goals.  This is the problem because it manipulates the final dollar circumstance. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/08/2024

  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 had donated $25 in November 2023 for a ******************** soccer fundraiser. I had not selected an option to renew by default. they charged me recurring $25 again in Feb 2024. I had requested to remove my charge as it was not authorized. **************** team responded saying they confirm they charged me again in Feb 2023 but did not resolve my issue. I want to highlight their APP is highly deceptive and adds recurring fees without authorization.

  Business Response

  Date: 03/11/2024

  I have attached screenshots of the Terms from are Terms page *************************************************** also 2 check out pages one from our site and one from the credit card site.Ours has the link to the terms above the continue button and on the credit card page right below the donate button there is a statement agreeing to future payments. An email and a text are also sent out a week before the renewal where there is an option to cancel the subscription.
  

  This email that is attached to this complaint does in no way say that would not issued a refund, but more just inquiring if they were having trouble using it. I have attached and email telling the consumer that they had been refunded, as I noticed that it had not been included in their attachment.
  

  Please let us know if there is anything else we can provide and let the consumer know we apologize for any confusion they may have had.