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Business Profile

Not Elsewhere Classified

Neon One, LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/09/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    ******* provides database, membership, and event software to our non-profit professional association. For over two weeks, the system has been down - members are unable to log in, getting a "active membership not found" error message. That means they cannot pay for membership or pay the member rate to attend our events. We have been in near-constant communication with Neon support via email and phone to get this resolved. When we get a response at all, we just get a "our development team is looking into it" response. When we speak by phone, the agent never knows what the issue is, despite "looking up our account," makes us repeat everything, then mysteriously once we mention the lost income they say "hello? I can't hear you" and pretend the phone isn't working. We have done this on multiple phone lines, in multiple homes, and we know the issue is NOT on our end. And it ALWAYS happens when we push for a solution or refund. The team also refuses to let us speak to a supervisor until they have "looked into our account" and then the call audio is "lost." Due to these problems: We have suspended our membership campaign that in previous years brought in $4,500 in membership income since people cant use their accounts. We also had to suspend ticket sales for the major fundraising event coming up this Thursday 12/12 and make it free to attend so people didnt have to log in to get their member price tickets. Thats 400 tickets at $35 member price, so that is $14,000 income lost.This is $19,500 in lost income. There seems to be no recourse with the Neon team so we would like to report to BBB for a possible resolution and to discuss how to attain the lost income.

  • Initial Complaint

    Date:12/18/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    From July 03, 2023 to date (December 18) and ongoing!My business has lost income because NEON One has terrible customer response services, even though I paid extra for them. They do not respond to emails or calls. They say they will get back to you but they do not. And when they do via email it does not directly address the issue requested. BEWARE! This has dramatically impacted my business as the set up still has not been completed after months of attempts to get further help. The initial training is surface and too quick, and when further assistance is requested AND PAID FOR it is still not responsive. Without the membership forms and more completed, I have been unable to receive revenue. My company is a 15 year old respected membership organization. This has impacted revenue and I worry about our reputation which has always been stellar.I have paid them over $3,200. I would like an adjustment of some sort of refund.If I decide to take legal action I will additionally request damages for loss of income!I would like to be contacted by someone with authority to rectify this issue and make sure I get set up to operate by January 10th.I initially narrowed down my options to NEON and *****. DON'T GO WITH NEON ONE. I can't speak for *****, but at this point I wish I had chosen them.

Neon One, LLC is NOT a BBB Accredited Business.

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