ComplaintsforRTI International

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Initial Complaint
07/30/2024
Complaint Type:
Order Issues
Status:
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.
This company is sending unsolicited letters (three in the last month) stating that I have been selected to participate in a national survey. I called to decline and asked for my personal information to be removed from their database. I asked not to be contacted again other than a final letter confirming the removal of my information .I am STILL receiving letters to participate in this survey.
Business response
08/01/2024
Good Afternoon,

We are writing in response to the complaint received at the BBB on July 31, 2024 regarding the National Survey on Drug Use and Health (*****) 1. In the message the individual indicated that they did not want to participate in the survey, and that they did not want any more letters sent to their home. The case was coded out as a final refusal on July 24, 2024 and no one else from ***** will be contacting the resident. The resident may receive a letter that was mailed before the case was coded out as a refusal.

The National Survey on Drug Use and Health (*****) provides up-to-date information on alcohol, tobacco, drug use, mental health and other health-related issues in *****************. Information from ***** is used to support prevention and treatment programs, monitor substance use trends,estimate the need for treatment facilities and assist with the creation of government policy. Household addresses, not specific people, are randomly chosen through scientific sampling methods. Once a household has been chosen,it cannot be replaced for any reason. This ensures that ***** accurately represents the many different types of people in the *************.

Participation is incredibly important, which is why we make every attempt to contact residents of selected households through mailings and sometimes visits from our professional Field Interviewers; however, we never want to make respondents feel upset. Respondents are always welcome to call the ***** helpdesk number that is provided on our letters ***************) to have their case coded as a refusal and stop all future contact from *****. On behalf of *****, wed like to apologize for any distress our letters and visits may have caused.

If there any further questions, please contact the ***** Hotline Monday through Friday between 9:00 AM and 5:00 PM (Eastern Time) at **************.

1 The ***** project is sponsored by an agency of the U.S. Department of Health and ***** Services (OMB No.0930-0110). Additional information about the ***** can be accessed on the Internet at ************************, ************************* ******************.

Sincerely,

***********************
***** Helpdesk
**************
Initial Complaint
07/29/2024
Complaint Type:
Product Issues
Status:
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.
Completed survey and interview in full. Was told I would receive my $30 gift card via email within 2 days. Its been 4 days. Wheres my gift card? Held up my end
Business response
08/02/2024
Good Afternoon,

We are writing in response to the complaint received at the BBB on July 29, 2024regarding the National Survey on Drug Use and Health (*****) 1. In the message the individual indicated that they had not received their $30 incentive for completing the ***** survey. We have attempted to reach out and resolve their issue but have not received a reply from the individual.

The National Survey on Drug Use and Health (*****) provides up-to-date information on alcohol, tobacco, drug use, mental health and other health-related issues in *****************. Information from ***** is used to support prevention and treatment programs, monitor substance use trends,estimate the need for treatment facilities and assist with the creation of government policy.

If there any further questions, please contact the ***** Hotline Monday through Friday between 9:00 AM and 5:00 PM (Eastern Time) at **************.

1 The ***** project is sponsored by an agency of the U.S. Department of Health and ***** Services (OMB No.0930-0110). Additional information about the ***** can be accessed on the Internet at ************************, ************************* ******************.

Sincerely,

***********************
***** Helpdesk
**************
Initial Complaint
07/12/2024
Complaint Type:
Product Issues
Status:
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.
*** sent a letter and knocked on my door to see if my household qualified for the survey. My son was selecter but not present at the time when the surveyers were there so we rir the survey online the following day and completed the survey. I was told $30 would be paid in 1-2 business days. It has been far more than 2 days and i have yet tonreceive anything. I wws told that it was emailed to my email address on file when in fact it was not. Im also being told i have to wait 10 days which is completely unfair and unethical. *** did not wait for the information they needed I should not have to wait nearly two weeks for them to uphold their end of the deal. If an email was sent I would habe received it. Emails do not get lost. I would like for this issue to be solved today.
Business response
07/17/2024
Good Afternoon,

We are writing in response to the complaint received at the BBB on July 12, 2024regarding the National Survey on Drug Use and Health (*****) 1. In the message the individual indicated that they had not received their $30 incentive for completing the ***** survey. We have attempted to reach out and resolve their issue but have not received a reply from the individual.

The National Survey on Drug Use and Health (*****) provides up-to-date information on alcohol, tobacco, drug use, mental health and other health-related issues in *****************. Information from ***** is used to support prevention and treatment programs, monitor substance use trends,estimate the need for treatment facilities and assist with the creation of government policy.

If there any further questions, please contact the ***** Hotline Monday through Friday between 9:00 AM and 5:00 PM (Eastern Time) at **************.

1 The ***** project is sponsored by an agency of the U.S. Department of Health and ***** Services (OMB No.0930-0110). Additional information about the ***** can be accessed on the Internet at ************************, ************************* ******************.

Sincerely,

***********************
***** Helpdesk
**************
Initial Complaint
05/20/2024
Complaint Type:
Product Issues
Status:
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.
This Business. (RTI international) trespassed on my property and sent a representative to my residence without permission.
Business response
05/24/2024
We are writing in response to the complaint received at the BBB on May 20, 2024 regarding the National Survey on Drug Use and Health (*****) 1. In the message the individual indicated that they do not want a ***** field interviewer to return to their home. We have attempted to contact the resident so that we can identify their case and code it as a final refusal. So far we have not received any response so we are unable to finalize the case.

The National Survey on Drug Use and Health (*****) provides up-to-date information on alcohol, tobacco, drug use, mental health and other health-related issues in *****************. Information from ***** is used to support prevention and treatment programs, monitor substance use trends,estimate the need for treatment facilities and assist with the creation of government policy. Household addresses, not specific people, are randomly chosen through scientific sampling methods. Once a household has been chosen,it cannot be replaced for any reason. This ensures that ***** accurately represents the many different types of people in the *************.

Participation is incredibly important, which is why we make every attempt to contact residents of selected households through mailings and sometimes visits from our professional Field Interviewers; however, we never want to make respondents feel upset. Respondents are always welcome to call the ***** helpdesk number that is provided on our letters ***************) to have their case coded as a refusal and stop all future contact from *****. On behalf of *****, wed like to apologize for any distress our visits may have caused.

If there any further questions, please contact the ***** Hotline Monday through Friday between 9:00 AM and 5:00 PM (Eastern Time) at **************.

1 The ***** project is sponsored by an agency of the U.S. Department of Health and ***** Services (OMB No.0930-0110). Additional information about the ***** can be accessed on the Internet at ************************, ************************* ******************.

Sincerely,

***********************
***** Helpdesk
**************
Customer response
05/25/2024

Complaint: 21733216

I am rejecting this response because: trespassing on property is an offense that will not be tolerated in the future. Local authorities are aware of the matter.

Sincerely,

*********************
Initial Complaint
03/22/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I completed the *** Census interview on 3/14 with *************************. I was promptly issued the promised $40 **** gift card on 3/14, but every transaction I have attempted has failed. ****** escalated the concern to her supervisor ******************************* who advised me any zip code should work for any online transaction I desire. After several attempts to work out the issue, I requested a re issue of my gift card and have not received a response in the last 2 days to that request. I am asking for the card to be re issued for $40. I am also certainly open to PayPal as an alternative.
Business response
03/25/2024
Good Afternoon,

We are writing in response to the complaint received at the BBB on March 22, 2024 regarding cognitive interviews conducted on behalf of the **** ************** In the message the individual indicated that after participating in a cognitive interview, the gift card he was given as a thank you for his time did not work correctly. The interviewer and supervisor communicated with the individual multiple times via email in an attempt to remediate the situation. A new gift card was issued to the individual on Friday, March 22, 2024.

These types of qualitative interviews allow RTI to improve survey questions for a variety of clients and projects. Participation in these studies is incredibly important as it allows us to create high quality survey instruments and deliver accurate data. We are committed to following our approved procedures and providing incentives for participating in a timely fashion. Participants are encouraged to contact their interviewer if there are issues after an interview is completed and are given contact information for the project director at the start of the interview. We apologize for any frustration caused by this gift card not working properly and are happy to provide any further remediation needed.
Customer response
03/25/2024

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.

I have a received a new gift card. Please close this case.
Sincerely,

*************************
Initial Complaint
12/07/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Received four letters over the course of a month requesting us to take the survey. Was not interested in taking the survey. About 7:00 on December 4th 2023 we had a knock on the door from a lady demanding that she get our attention and how important this was we told her we was in the middle of dinner she kept saying no we need to do this so just want to get your information now to see if you get chose she was very pushy very disrespectful. She even pushed past me and sat down at my dining room table. We gave her the information that she needed just so she would leave she scheduled for December 7th to come back do the interview because my 22-year-old daughter was chosen. We still told her we wasn't interested but she decided to show up on the 5th pounding on my door and like one in the afternoon. I answered the door but I did not open it up and she tried to push her way in try to get me to open the door and take it I told her she made the appointment for Thursday not 4:00 today and that my daughter works please leave. I want nothing to do with this I did not want it I did not ask for it I would like them to leave me alone and ****** to not come to my door again.
Business response
12/08/2023
Good Afternoon,

We are writing in response to the complaint received at the BBB on December 7, 2023 regarding the National Survey on Drug Use and Health (*****) 1. In the message the individual indicated that they did not want to participate in the survey, and that they did not want any more visits from a ***** field interviewer. The case was coded out as a final refusal on 12/7/2023 and no one else from ***** will be contacting the resident. The resident may receive a letter that was mailed before the case was coded out as a refusal.

The National Survey on Drug Use and Health (*****) provides up-to-date information on alcohol, tobacco, drug use, mental health and other health-related issues in the *************. Information from ***** is used to support prevention and treatment programs, monitor substance use trends,estimate the need for treatment facilities and assist with the creation of government policy. Household addresses, not specific people, are randomly chosen through scientific sampling methods. Once a household has been chosen,it cannot be replaced for any reason. This ensures that ***** accurately represents the many different types of people in the *************.

Participation is incredibly important, which is why we make every attempt to contact residents of selected households through mailings and sometimes visits from our professional Field Interviewers; however, we never want to make respondents feel upset. Respondents are always welcome to call the ***** helpdesk number that is provided on our letters ***************) to have their case coded as a refusal and stop all future contact from *****. On behalf of *****, wed like to apologize for any distress our visits may have caused.

If there any further questions, please contact the ***** Hotline Monday through Friday between 9:00 AM and 5:00 PM (Eastern Time) at **************.

1 The ***** project is sponsored by an agency of the U.S. Department of Health and ***** Services (OMB No.0930-0110). Additional information about the ***** can be accessed on the Internet at ************************, ************************* ******************.

Sincerely,

***********************
***** Helpdesk
**************
Customer response
12/27/2023

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.

*************************************************
Initial Complaint
10/24/2023
Complaint Type:
Sales and Advertising Issues
Status:
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.
I received a letter in the mail today. With a $1 in it requesting I take a survey...I want NOTHING to do with RTI international and/or *****************************. Remove me from any/all emails and visits to my home. I do not will not be harassed.I'm glad I did my research... This is a horrible way to conduct business NO MATTER what your intentions are. REMOVE ME FROM ALL CONTACT...DO NOT SHOW UP AT MY HOME.
Business response
10/25/2023
Good Afternoon,

We are writing in response to the customer complaint received at the ******************** on October 23, 2023 regarding the Health and Media Study(1). In the review the individual indicated that they did not want to participate in the survey and that they did not want any future contacts about the study. This case was coded as a final refusal on October 24,2023, and no one else from RTI or *** will be contacting the resident.

The Health and Media Study is conducted by RTI on behalf of *** to improve our understanding of how public education campaigns affect attitudes, beliefs, and behaviors about health.Household addresses, not specific people, are randomly chosen through scientific sampling methods. Once a household has been chosen, it cannot be replaced for any reason. This ensures that the study accurately represents the many different types of people in *****************. Participation is incredibly important, which is why we make every attempt to contact residents of selected households through mailings; however, we never want to make respondents feel upset. To note, this study does not have an in-person component so there will not be home visits to any respondents. On behalf of RTI, wed like to apologize for any distress our mailings may have caused.

If there any further questions,please contact the Health and Media Study hotline Monday through Friday between 9:00 AM and 5:00 PM (Eastern Time) at **************** or e-mail us at ********************************************

(1) The Health and Media Study project is sponsored by an agency of the U.S. Department of Health and ***** Services (OMB No. 0910-0915).
Initial Complaint
10/23/2023
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Today I received another letter from RTI International stating that me and/or my family had been "selected" for a groundbreaking study. I have researched this study, as well as the tactics used by the "interviewers" who invade the privacy of residents. We want nothing to do with this study, and do not want any further correspondence from them, and especially do not wish to have someone trespassing on our property. Further contacts will be considered harassment. Please remove our address and have us coded as refusals.
Business response
10/25/2023
Good Afternoon,

We are writing in response to the customer complaint received at the ******************** on October 22, 2023 regarding the Health and Media Study1. In the review the individual indicated that they did not want to participate in the survey and that they did not want any future contacts about the study. This case was coded as a final refusal on October 24,2023, and no one else from RTI or *** will be contacting the resident.

The Health and Media Study is conducted by RTI on behalf of *** to improve our understanding of how public education campaigns affect attitudes, beliefs, and behaviors about health.Household addresses, not specific people, are randomly chosen through scientific sampling methods. Once a household has been chosen, it cannot be replaced for any reason. This ensures that the study accurately represents the many different types of people in *****************. Participation is incredibly important, which is why we make every attempt to contact residents of selected households through mailings; however, we never want to make respondents feel upset. To note, this study does not have an in-person component so there will not be home visits to any respondents. On behalf of RTI, wed like to apologize for any distress our mailings may have caused.

If there are any further questions,please contact the Health and Media Study hotline Monday through Friday between 9:00 AM and 5:00 PM (Eastern Time) at **************** or e-mail us at ********************************************

1 The Health and Media Study project is sponsored by an agency of the U.S. Department of Health and ***** Services (OMB No. 0910-0915).
Customer response
10/26/2023

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
08/30/2023
Complaint Type:
Sales and Advertising Issues
Status:
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.
I wish to opt out of all future communications with RTI.org. I don't want to participate in any surveys. RTI. org. keeps sending me their mails. If there is no response, they should figure out I don't want to participate.
Business response
09/01/2023
We are writing in response to the complaint received at the BBB on August 30, 2023 regarding the National Survey on Drug Use and Health (*****) 1. In the message the individual indicated that they did not want to participate in the survey, and that they did not want any more letters sent to their home. The case was coded out as a final refusal on 8/30/2023 and no one else from ***** will be contacting the resident. The resident may receive a letter that was mailed before the case was coded out as a refusal.

The National Survey on Drug Use and Health (*****) provides up-to-date information on alcohol, tobacco, drug use, mental health and other health-related issues in *****************. Information from ***** is used to support prevention and treatment programs, monitor substance use trends,estimate the need for treatment facilities and assist with the creation of government policy. Household addresses, not specific people, are randomly chosen through scientific sampling methods. Once a household has been chosen,it cannot be replaced for any reason. This ensures that ***** accurately represents the many different types of people in *****************.

Participation is incredibly important, which is why we make every attempt to contact residents of selected households through mailings and sometimes visits from our professional Field Interviewers; however, we never want to make respondents feel upset. Respondents are always welcome to call the ***** helpdesk number that is provided on our letters ***************) to have their case coded as a refusal and stop all future contact from *****. On behalf of *****, wed like to apologize for any distress our letters and visits may have caused.

If there any further questions, please contact the ***** Hotline Monday through Friday between 9:00 AM and 5:00 PM (Eastern Time) at **************.

1 The ***** project is sponsored by an agency of the U.S. Department of Health and ***** Services (OMB No.0930-0110). Additional information about the ***** can be accessed on the Internet at ************************, ************************* ******************.

Sincerely,

***********************
***** Helpdesk
**************
Initial Complaint
07/26/2023
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I wish to opt out of all future communications with RTI.org. I dont want to participate in their surveys or have a field representative knock on my door and ask me to answer the questions on the survey. I consider it an intrusion of my privacy and that of my family. The fact that RTI didnt get a response after sending the survey should have been enough to figure out that I dont want to participate.
Business response
07/27/2023
Good Afternoon,

We are writing in response to the customer complaint received at the ******************** on July 26, 2023 regarding the National Survey on Drug Use and Health (*****)1. In the review the individual indicated that they did not want to participate in the survey and that they did not want a field interviewer to come to their home. This case was coded as a final refusal on March 31, 2023 and no one else from ***** will be contacting the resident.

The National Survey on Drug Use and Health (*****)provides up-to-date information on alcohol, tobacco, drug use, mental health and other health-related issues in *****************. Information from ***** is used to support prevention and treatment programs, monitor substance use trends, estimate the need for treatment facilities and assist with the creation of government policy. Household addresses, not specific people, are randomly chosen through scientific sampling methods. Once a household has been chosen,it cannot be replaced for any reason. This ensures that ***** accurately represents the many different types of people in *****************. Participation is incredibly important, which is why we make every attempt to contact residents of selected households through mailings and visits from our professional Field Interviewers; however, we never want to make respondents feel upset. On behalf of *****, wed like to apologize for any distress our mailings or interviewers visits may have caused.

If there any further questions, please contact the ***** Hotline Monday through Friday between 9:00 AM and 5:00 PM (Eastern Time) at **************.

1 The ***** project is sponsored by an agency of the U.S. Department of Health and ***** Services (OMB No.0930-0110). Additional information about the ***** can be accessed on the Internet at ************************, ************************* ******************.

Sincerely,

***********************
***** Helpdesk
**************
Customer response
07/28/2023

Complaint: 20375255

I am rejecting this response because:
RTI said in their response that Final Refusal was dated 3/31/2023 and no field agents would come to my home. Yet I had a field agent at my door 7/25/2023 at approximately 3:00 pm. I want NO further contact by mail or in person regarding by RTI, not just that particular survey.
Sincerely,

***********************
Business response
08/07/2023
We are writing in response to the customer complaint received at the ******************** on July 26, 2023. In the review and subsequent communication, the individual indicated that they do not want to participate in surveys, receive further contact, or have a field interviewer to come to their home. RTI will put any available safeguards in place to prevent future survey contact by RTI.

The particular activity noted in the complaint is associated with the National Survey of Family Growth (****)survey. This was coded as a final complete on July 25, 2023, and no one else from the **** will contact the resident. The **** asks questions about health and health care, plans and experiences related to having children,and other general health behaviors. The information is used to help understand health and health behaviors in *****************. Household addresses, not specific people, are randomly chosen through scientific sampling methods. Once a household has been chosen, it cannot be replaced for any reason. This ensures that **** accurately represents the many different types of people in *****************. Participation is incredibly important, which is why we make every attempt to contact residents of selected households through mailings and visits from our professional Field Interviewers; however, we never want to make respondents feel upset. On behalf of ****, wed like to apologize for any distress our mailings or interviewers visits may have caused.

If there are any further questions,please contact the **** Hotline Monday through Friday between 9:00 AM and 5:00 PM (Eastern Time) at **************.
Customer response
08/14/2023

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,

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

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