Complaints

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

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  Stenograph, L.L.C.

  2626 Warrenville Rd Downers Grove, IL 60515

• 

  Stenograph, L.L.C.

  1500 Bishop Ct Mount Prospect, IL 60056-6039

• 

  Stenograph, L.L.C.

  596 W Lamont Rd Elmhurst, IL 60126-1022

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:04/22/2025

  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 have 3 support contracts with Stenograph -- the Edge plan for their software and 2 Endurance plans, one for each of my writers. Each of my contracts has always been paid annually and *voluntarily.* Last year Stenograph implemented a new billing method by which you must enter a payment method into a portal, which then automatically bills for whatever contracts they've entered in the portal (as you will see from one of my attachments, they neglected to enter one of my Endurance plans in there and canceled my plan). It will not allow you to delete the payment method unless you provide a new one. I have expressed my non-consent to this automatic billing, yet they continue to do it. You can no longer pay for the contracts by phone and you cannot cancel them online, thus you either maintain a contract forever or not have one at all. I have sent numerous emails about this issue. I was told that I could cancel during the next billing cycle when I receive my 30- and 60-day notices. I woke up on Saturday, 4/19/25, to an email that had been sent at 6:01 a.m. informing me that an invoice was available in the portal. There was another email sent at 9:04 thanking me for my payment. 1) That is a 3-hour notice, not the 30-day or 60-day notices they agreed to; 2) I could not call to cancel even if I wanted to because they are closed on the weekend; 3) I have called and left messages and voicemails and have not received a call back; 4) I have emailed and not received a response; 5) the "contact us" in their chat is a nonworking link. It is absolutely impossible to reach ************* at this business, and because of the volume of complaints, they now have their *********************** answering calls and taking messages, for which they don't respond to. As you can see, they did this very thing in December: They emailed at 6 a.m. on a holiday when they were closed, 12/31/24, notifying me of an invoice in the portal and then emailed at 9 a.m. that it had been paid.

  Business Response

  Date: 04/26/2025

  Thank you for your feedback and we apologize for the inconvenience.  As of April 25th, we have removed all payment methods as asked and we have deactivated all renewals.  We have shared details in emails and calls and any other changes are pending further feedback, if any, from the customer. These specific actions address the financial implications of the complaint, have been communicated to the customer, and should close the complaint.

  We understand the Endurance plan in question was cancelled in December, but then re-instated in December and we hope this is serving you well.  Your Edge plan continues to be in force but can be cancelled.  Our representative reached out April 19th as we are still safely in a ***** period and we can refund charges.  As of April 24th, we are still pending feedback from the customer with whatever direction the customer would like to take.

  For further detail, new terms and conditions were send to customers with instructions and those were used in discussions this month to help address concerns on the cancellation process, and we certainly take this additional feedback into consideration that may help our customers as well as our staff in the future to better serve all customers.

  Again we apologize for the inconvenience and we look forward to continuing to support you as an important customer.

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23236334
  
  I am rejecting this response because while I appreciate that my payment method has been removed and, therefore, there can be no further automatic renewal since there is no payment method on file, this does not resolve the entire dispute. In an effort to not take this same avenue of filing a BBB complaint on the three different renewal dates of each of my plans, I would like assurance that I will have the option of renewing each plan (as I have had over the past many years) without the system electing to make my payment method the default for an automatic opt-in of autopay all over again.
  
  As for "pending feedback from the customer," I don't appreciate the misrepresentation that a representative reached out to me on 4/19/25. Firstly, your offices are not even open on the weekend, and 4/19 was a Saturday. I was invoiced at 6:00 a.m. and billed at 9:00 a.m. by an automatic generated system, three hours' notice, as opposed to the 30- and 60-day notices indicated in your email. I have emailed, left a voicemail, left a message with a live person, purportedly from Tech Support who says they were taking messages for ************** all of which were ignored...not one call back, not one return email. To date, 4/28/25, I have not heard back from any representatives of Stenograph. Production of a phone log or a return email on or after 4/19/25 will render an apology for this accusation.
  
  And to clarify, the Endurance plan was cancelled in December for all of 45 minutes (emails attached previously) from 9:58 a.m. to 10:46 a.m. as a result of my inability to understand (and your representative's inability to adequately explain) the new billing system. Not one phone call has been made to me regarding these "financial implications."
  
  I will be happy to request that BBB close this complaint upon confirmation of my request made in the first paragraph.
  
  Sincerely,
  ***** *******
  Customer #******
  

  Customer Answer

  Date: 05/01/2025

  
  Better Business Bureau:
  
  Stenograph LLC has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/18/2025

  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 have been dealing with double charges for the past two years with this company. They issued a refund and then began the double billing process all over again. I asked for an explanation and they could not give me the months they charged for nor the amounts per month. Their response was only "several months," and included no other information.

  Business Response

  Date: 04/26/2025

  Hello and thank you for reaching out.  We again apologize for the inconvenience and we are thankful for you as a customer.

  As of April 25th, we have fulfilled our commitments to address several issues with your account including compensation.

  Issues from 4th quarter duplicate ******** were addressed and previously refunded successfully.  We can provide those transactions again to the customer and ******************** as necessary.

  The second issue stemmed from a delayed billing from one month (no ********) into the subsequent month (two ********).  While delayed, these amounts were accurate.  The detailed transactions were shared with the customer and can be provided again to the ******************** as necessary.

  In addition to providing transaction details and statements, the customer is receiving several months of discounted bundled software to help make up for the inconvenience of the previously delayed billing.

  Again, we apologize for the inconvenience and we believe the detailed transactions have been provided, are accurate, the customer has accepted compensated, and the issue has been resolved.  Please reach out with further questions.  Thank you.

• Initial Complaint

  Date:03/03/2025

  Type:Order 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.

  Stenograph put in place a policy that we have to be on automatic payments unless we asked them to take it off. I I have asked this company a few times now to take me off automatic payments and they refuse my request. I need help getting off automatic payments as I can not afford it.

  Business Response

  Date: 03/14/2025

  Thank you for allowing us to serve you and respond.

  As of March 7th, our customer has been removed from any automatic renewals, as desired, which stops auto-pay.  The Stenograph customer care team has provided email follow-up to ensure the customer is aware auto-renewal has been removed. A communication was also delivered to the customer that explains how the renewal process will work manually at a future time when renewal is required.

  With these changes, we believe we have satisfied the request to the best of our knowledge.  We are thankful for our customer and look forward to providing any needed services in the future.

  Thank you,

  The Stenograph Team

• Initial Complaint

  Date:01/19/2025

  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 have been double billed for Stenograph support. This is the second time this has occurred. The first time they reversed the charge. This time I have called twice and emailed. I was told customer service would get back to me. They have not gotten back to me. Looking at the filings here, it is clear it is an ongoing problem. I would like the matter resolved as quickly as possible. I would like the company to put safeguards in place so that this doesnt happen again.

  Business Response

  Date: 01/22/2025

  Thank you for being a customer and thank you for working with us to resolve the billing questions.

  In summary, our ************* team conducted a live call with our valued customer on Monday, January 20, 2025 and the charge from Thursday, January 16, 2025 was explained and validated.  The issue in question has been settled and closed.

  Here are the details:

  Our customer's account was impacted by delayed invoicing by Stenograph.  This generated two payments in January.They were late to be issued from Stenograph, but they were accurate in covering prior usage periods:
  On January 10, $74.19 for 'Edge' product coverage for the period of 11/24/24 to 12/23/24
  On January 16, $74.19 for 'Edge' product coverage for the period of 12/24/24 to 1/23/25
  
  Our customer was not charged in November 2024 or in December 2024 for 'Edge' product coverage.
  
  She was also advised that her billing will return to its proper schedule, with the next invoice posting on 1/24/25 for the correct January to February period.

  As future preventative measures, a communication was made to customers on January 21, 2025 giving explanation that payments may be higher than expected (attached).

  We are truly sorry for the inconvenience and we believe the issue is resolved with an improved explanation and that further action is not required.

  Customer Answer

  Date: 01/23/2025

   
  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:01/16/2025

  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.

  On Jan 11 I received an email from the Stenograph regarding their product ******. The email informed me that my subscription would renew on January 14 for a yearly amount of $158. The email also contained a link to manage or change my plan. I used this link to change my subscription from the yearly payment of $158 to the monthly charge of $16. On January 14 late evening I checked my bank account to see that the ****** subscription renewed. It did, but NOT AT THE MONTHLY PAYMENT OF $16. The subscription renewed for the year at $158. Since January 14 I have called CUSTOMER SERVICE/CUSTOMER CARE multiple times to get this resolved. Human beings are now actually taking calls and promising someone will call me back to fix the issue. No one has. The reason for this complaint is because I now know that Stenograph will not EVER call their customers back UNLESS one files a complaint against them with the BBB. That's how my last issue with them was resolved after 3 months of trying to reach out to them and getting radio silence from them. I would like my money refunded minus the monthly of $16 for January, and monthly payments thereafter of $16.

  Customer Answer

  Date: 01/17/2025

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:01/15/2025

  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.

  I have been a customer of ********************** since 2018 with a plan for my machine and a plan for the software. There have been several issues in the past *********************** January 2024. The year before, I had been credited because I was overcharged, which apparently was found in an audit. All of a sudden, my rate went up, and I was very confused. More recently, Stenograph had changed their billing to Zuora, and I had never received the log in codes for that. I suddenly had charges on my credit card for $164.60 on October 30 and then $358.72 a few days later on November 2nd. I tried emailing Stenograph with no answer except a generic one saying they received it. I tried calling them, and all it did was go to voicemail without a call back. I talked to someone in tech support, as, as that point, I had my plans still open. The representative said she would forward a message on, still no answer. I emailed the salesperson that I actually know personally from court reporting conventions. She said she would also forward a message, still nothing. So I had to close my credit card, and eventually I was given the money back, but, based on what I was told by my credit union, it sounds like they just ate the cost, and Stenograph never answered them, either. I never gave Stenograph my new credit card number because I did not want more fraudulent charges. I did not renew my contracts, and they do not automatically renew. I got an email in December regarding the Zuora account, and I ignored it since I was not renewing. I got nothing regarding renewing. On January 10th, 2025, I received emails saying I needed to pay and then got an email saying a lot of people had that mistakenly sent. On January 11, I received an invoice for $6.87. I sent something to Stenograph with no answer, and got another email for the same thing yesterday. I would like this resolved because I believe that Stenograph is being fraudulent, and I do not want any payments due to my name.

  Business Response

  Date: 01/31/2025

  Dear customer,
  
  Thank you for the update and we are extremely sorry for the experience.  We have received your notice and we have taken action.
  
  As of today, Jan 31st, your account has a zero balance and reversals have been successfully completed.  There are no further obligations for services or payments.  As instructed, we will end your contracts immediately as of today (Jan 31st).  We have also noted in our systems to not contact you going forward and we will honor that request.
  
  We believe this satisfies your notice and thus should conclude this situation.  Again,we are deeply sorry for the back and forth and we are taking steps to avoid this in the future with all our customers. Good luck in 2025 and we wish you the best.
  
  Thank you,
  Stenograph

  Customer Answer

  Date: 02/03/2025

   
  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:12/22/2024

  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.

  have attempted to reach a human being at Stenograph via email and phone since November in regards errors and questions to both my Edge contract and Endurance contract and the double payments withdrawn from my bank by ************************* this point they are stealing money from me (my bank account).I have had auto pay set up and each month up until November 2024 monthly payments were withdrawn. Then in November larger amounts were withdrawn, and I wasn't sent any invoice reflecting what these amounts were covering, ie, which months were being ********** I get emails for billing for the month of December and January 2025. I log in to the billing site and FINALLY see invoices for what those amounts were paying in November. In November Stenograph took $152 for June through Oct payments for Endurance contract. Yet I had had those monthly payments withdrawn from my bank each month June through Oct. Stenograph took payments TWICE via monthly auto withdrawal & with the lump sum withdrawal in November!The same is true for the Edge contract, $278 withdrawn by Stenograph in November covering the months of June to Oct. But again, I have bank records reflecting the monthly withdrawals for each of those months!

  Customer Answer

  Date: 12/23/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ******* F

• Initial Complaint

  Date:12/03/2024

  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.

  I was double billed. I contacted customer support on 11/3/2024, and after reviewing the documents, they agreed to a refund. As of 30 days later I have not recieved a refund. I've tried contacting them via phone and email and they will not respond.

  Business Response

  Date: 12/05/2024

  please see our attached response.

  Customer Answer

  Date: 12/09/2024

   
  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:11/19/2024

  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.

  Noticed two charges for incorrect amounts withdrawn from my checking account, one for $164 and another for $278. Sent emails and called Stenograph multiple times leaving voicemails over the first week before being able to reach a live person. Always assured there would be a response within two business days which was a lie. Reached a live person who apologized profusely and explained their new systems were charging people for four months of services even if their payments were up to date. Promised a refund would be issued for the $164 and the $278 minus $41 owed for the month. Three days later refund for $164 received. Still no refund for the remaining $237. This transaction posted to my account 11/04. Spoke to the *** Nov 7th. Since the one refund appeared Nov. 12th, I have calling Stenograph with no response and voicemail saying no one is available. This customer service is atrocious and nonexistant. How dare a business turn away from its specialized customer base and disrupt their bank accounts for so long without attempting to resolve the problem.

  Business Response

  Date: 11/22/2024

  Please see the attached response.  

  Customer Answer

  Date: 11/25/2024

   
  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:07/25/2024

  Type:Customer Service 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 Case Catalyst by Stenograph five years ago. Over the past two years, technical support has declined considerably. Not only did I purchase the software, I pay hundreds of dollars a year for tech support, which I'm not getting. Rather, I'm getting a runaround. I've had an outstanding issue with my software for three months now that's not being addressed. I provide the company with files they need, only for them to ask for them again. Or I proactively provide files for troubleshooting purposes, and they come back and ask for what I've already provided. I have a job to do and services to provide, and I'm unable to do that. I need some help with this. I've contacted three departments at Stenograph asking who I might escalate this to. I've had no response. Please and thank you.

  Business Response

  Date: 07/26/2024

  Please see attached our response to this claim.  

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22043959
  
  I am rejecting this response because: 

  I was not able to respond to the July claim because the email went to my spam folder.  

  
  

  After having visited with **** and Mr. ********* I was told by both, that responses I was getting from tech support were not good.  In fact, ****, said, quote, "We've reviewed some of the recorded calls you've had with tech support, and I'm not happy with some of the things I've been hearing."  At the time, **** thought a remedy to the problem would be to extend Edge, the tech support plan, for three months.  When talking to ****, I had told him that for three months I wasn't able to do my job, provide real-time, because I was getting the run-around from tech support.  I ended up figuring out what the problem was, not tech support.  That's unacceptable as I have no background in IT.  The solution was a "class 101" for any tech support provider.  I was sitting in court all day, working on transcripts at night, taking care of a family all while trying to figure out my tech problem.  That's not right when I'm paying $1,000 a year for tech support.  

  
  

  I don't want my Edge contract extended.  Rather, I want to be reimbursed monetarily for the three months I got the run-around and was provided misleading and inaccurate information from tech support.  Despite paying for tech support, I wasn't able to do my job because they weren't doing there's--the job I'd paid for them to do. 

  
  

  Likewise, the poor professional support continues.  Back in July, I had to contact **** twice before we talked.  That was after he'd told me he'd contact me on a certain date.

  
  

  A month ago, I called **** again and left a voicemail on his extension.  I haven't even gotten the courtesy of a response. 

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

  Business Response

  Date: 11/05/2024

  Please see the *** attached.  

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22043959
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 11/14/2024

  Please see the attached response.  

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22043959
  
  I am rejecting this response because: 

  Please reopen this case.  The company has not followed through on their proposal.

  
  

  Because this lack of customer support/service has been an ongoing issue, I'd like to have the proposal doubled in the amount that's returned to me.  I shouldn't have to be opening this case yet again. 

  
  

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

  Business Response

  Date: 12/18/2024

  Please see the attached response.

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22043959
  
  I am rejecting this response because:
  Sir,
  
  I still have seen any action taken regarding what was promised to me in the
  attached letter. I would appreciate an update. Please and thank you.
  

  
  

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