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:01/14/2025

  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've been trying to change my vimeo account since 11-16-2024 when they raised my annual Pro membership from $199 to $300 with additional storage 1 TB & features I do not need. I was told the Plus plan would cover 250 GB- plenty for me and I could sign up after my account expired in Dec. I tried to cancel auto renewal before the expiration date in my time zone, but they had already renewed it. My account says I have $300 Pro plan until Dec. 2025. However, my credit card payment hasn't gone through since the expiration date changed. I have had MANY correspondences on vimeo's site with support and by email & No One has helped. I'm in a strange zone that it's only possible to upgrade to an even more expensive plan. Anything less is greyed out. I want to update my credit card and pay for the Plus plan but that is impossible. If I start from scratch they say I already have a membership. I've received emails saying my Pro plan is inactive. The website continues to say I have Pro plan until Dec. 2025 without any option to get the Plus plan now. It's beyond frustrating since this should just be a SIMPLE BILLING CHANGE. I asked how to get this pre-set to change on the expiration date. Since the "expiration," I've asked them to refer the problem to a manager that can fix this. I have lost so much time on this. No one even answered the last two times I wrote to support other than to look at the website. My website plays videos through vimeo, otherwise, I would just leave. I'm trying to give vimeo $ for a Plus membership, but I'm in a glitch on their site that won't let me. If I update the credit card first, they'll charge me for Pro and I'll have to fight to get a refund. I don't need the Pro level plan. Their site will only upgrade not downgrade - seems like an UNFAIR business practice to be forced. Internet companies should have a way to talk to a PERSON who can resolve billing problems. The amount of effort required to get this straightened out is ridiculous.

  Business Response

  Date: 01/15/2025

  Hello there,
  
  Thanks for getting in touch with us.
  
  I reviewed your request and tried to find any complaint in our system. Unfortunately, I cannot see any ticket/request raised regarding your concern. I recommend you to please raise a request/complaint ticket by visiting ******************************************************* we will be happy to help you further.

  Regards,
  Vimeo Support

  Customer Answer

  Date: 01/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here] They said they couldn't find my account. 

  I have attached a table of contacts with Vimeo since Nov. 16 (with some case numbers) trying to change my membership type.  The only option that works online is to upgrade ABOVE what I already had. I first contacted them 2 months ago.  They don't have anyone available you can talk to by phone. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  * *******
  
  
  
  
   
  

  Business Response

  Date: 01/27/2025

  Hello there,
  
  Thanks for getting in touch with us.
  
  I reviewed your request and tried to find any complaint in our system. Unfortunately, I cannot see any ticket/request raised regarding your concern. I recommend you to please raise a request/complaint ticket by visiting ******************************************************* we will be happy to help you further.
  
  
  Regards,
  Vimeo Support

  Customer Answer

  Date: 01/31/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [No help has been offered.  Even though I attached a 6-page document in my last correspondence that itemized my contacts with vimeo asking for help including case numbers and dates starting in Nov. to the present,  your response says you haven't found any complaint. I just filed another support request again today  # ********.

  I am trying to update my membership. Once I can sign up for the membership plan Plus, I will update my credit card.  There is a glitch on your site that does not let me sign up for the 250 gb plus membership or any membership except to upgrade.  Please see the attached table that shows my contacts trying to get help with vimeo and the name and email I use on vimeo. 

  Your Answer Here}

   No help has been offered. Even though I attached a 6-page document in my last correspondence that itemized my contacts with vimeo asking for help including case numbers and dates starting in Nov. to the present,  your response says you haven't found any complaint. I just filed another support request again today  # ********.
  I am trying to update my membership. Once I can sign up for the membership plan Plus, I will update my credit card.  There is a glitch on your site that does not let me sign up for the 250 gb plus membership or any membership except to upgrade.  Please see the attached table that shows these contacts trying to get help from vimeo and the name and email I use on vimeo. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  * *******
  
  
  
  
   
  

• Initial Complaint

  Date:01/13/2025

  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.

  Criterion, which is a Vimeo business, auto-renewed a gift subscription on 12/18/24. I am the payee -- a ******** resident; ******** has anti-autorenewal legislation in effect. I purchased the original subscription for my father in December of 2023. He passed away in February 2024 so the subscription was not used/needed at that point forward. When I contacted customer service on Jan 2 for a refund against the autorenewal charge (not for the original subcription) they said my circumstance did not allow for a refund and I should have contacted them sooner. The renewal notice (if one was sent) would have gone to my deceased father's email. See customer service exchange provided.

  Customer Answer

  Date: 02/07/2025

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Vimeo has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:01/06/2025

  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.

  Started a trial with Vimeo the has to be cancelled in 8 days or I will be charged $144. I have tried to cancel but cant. We I follow directions to go to billing setting it flashing for 1 second and wont allow me to cancel. Just need to cancel before January 8th. Thank you

  Business Response

  Date: 02/18/2025

  Hi there,

  Thanks for your message.

  We will reach out to the user internally.

  Reagrds,

  ********************** Support

• Initial Complaint

  Date:12/26/2024

  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.

  These people are thieves and should not be allowed to stay in business. I signed up for a free trial and they needed my credit card which I should have never given to me. A week later without any notice they took 140 dollars out of my account without ever letting me know. Ive tried contacting them and nobody returns any of my messages. They really dont deserve to be in business. Im not the only person this has happened to. I want my money returned to me cause I wouldnt want to use their garbage service even if it were free.

  Business Response

  Date: 12/27/2024

  Hey team,
  
  We will reach out to the user internally and we will try to help the user.
  

  Best,
  Vimeo Support

• Initial Complaint

  Date:12/13/2024

  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.

  I have officially CANCELLED membership with this people from the dashboard of my account directly, have cancelled the membership already since MANY DAYS AGO, but this incompetents are still TRYING to charge my credit card for the membership value of $144 USD that I HAVE ALREADY CANCELLED from the dashboard !Thank god the transactions are not going through because i have left no funds on that card but this is bothering me/becoming annoying already because EVERY DAY they trying to charge my card for the $144!I have notified this incompetents already ALSO SINCE MANY DAYS AGO as well !But nobody cares to resolve the issue and their USELESS support agents keep dragging me back n forth saying they are escalating my ticket to higher/senior support, which is a lie because i got no resolution yet from anyone and no contact from any SENIOR support official as well !So i want THIS CHARGES ON MY CREDIT CARD TO STOP and the subscription/membership to be OFFICIALLY CANCELLED on their end, as well as i seek a full refund to the previous $144 spent issued back for my original payment method (That they are trying to charge) for compensation to this inconvenience caused of having to freeze my credit card because of their charge attempts !Thanks.

  Business Response

  Date: 12/16/2024

  Hi team,

  We have checked our internal systems and we are unable to find any related support tickets raised by the user. I would request the user to create a support ticket regarding the issue via *******************************************, so that we can reach out to the user and help them accordingly.

  Best,
  Vimeo support

  Customer Answer

  Date: 12/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Your reply was not satisfactory i have opened SEVERAL TICKETS in regards to this issue and your INCOMPETENT support agents just keep playing games and wasting my time saying they will escalate the ticket to the senior specialists team where/when in fact they doing NOTHING to resolve the issue !

  I WANT THE CHARGES ON MY CARD STOPPED IMMEDIATELY AND YOU GUYS ACTING WITH SERIOUSNESS about your business because so far you are acting funny here only !

  For this reason i'm including in attachment the ***** of the correspondence/support ticket opened ON YOUR SIDE by myself and the support agent ****** *********.

  He was the INCOMPETENT responsible for this confusion because he was supposed to RESOLVE the issue and STOP THE CHARGES on my card, by truly FORWARDING the ticket to the senior team, which he have not done till now !

  On the image in attachment you can easily LOCATE the '' email '' address of my vimeo account now, and through this, LOCATE the support ticket mentioned, if that was your excuse here to try to overlook these complaint without resolving it !

  Now you guys don't have any excuses anymore: MY EMAIL ADDRESS OF MY VIMEO ACCOUNT IS VISIBLE on the image, and the OPEN TICKET (and their respective email responses are VISIBLE as well !) so make sure you RESOLVE the issue, and cancel my subscription FULLY, and STOP the charges on my credit card for it !

  I would like also a refund of my last subscription payment as well for compensation for this whole inconvenience caused here by your incompetent support system / staff !

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 12/17/2024

  Hi Team,
  
  We will reached out to the user internally and solve this matter.

  Regards,

  Vimeo Support Team

  Customer Answer

  Date: 12/19/2024

  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 and the matter has been resolved they have cancelled my membership successfully and stopped the charges. Thanks.
  
  Sincerely,
  
  ******** *****
  
  
  
   
  
  

• Initial Complaint

  Date:12/10/2024

  Type:Customer Service 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 charged $10 per month for years by Guitar Super System for an app my minor son signed up for with my credit card. I have contacted Vimeo, who is their services, multiple times to stop the monthly debit and refund the fraudulent charges. All I get is the runaround and the $10 continues to be charged to my credit card monthly. I am seeking a full refund from the onset of this service and immediate stopping of the monthly charge.

  Business Response

  Date: 12/11/2024

  Hi team,

  We will reach out to the user internally and will try to help the user with the request.

  Best,

  Vimeo Support

  Customer Answer

  Date: 12/14/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** ******
  
  
  
   
  
  

• Initial Complaint

  Date:11/25/2024

  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 was originally charged on November 7th 2024 for $780. I canceled my account and looked into the possibility of a refund as I did not want their services. I saw under FAQ that refunds can be initiated within 14 days of the original purchase. I contacted their online support team on November 7th, the same day I was charged, asking for a refund. ********* ***** informed me on November 8th that they have initiated a refund and it will be refunded within 10 business days. I requested a receipt for this refund and she said technical difficulties, I cant. I reached out again and a different person told me I needed to provide him with MORE information including my card number and full name. I have NEVER had a company request my entire card number when locating an account. He told me its because we have multiple accounts with the same last four digits of the card. I just have never heard of anyone needing this much information to locate an account. Im feeling like they are trying to take advantage of my finances. All I want is my refund.

  Business Response

  Date: 11/26/2024

  Hi team,

  We have reached out to the user internally and helpd the user with the refund receipt.

  Best,

  Vimeo Support

  Customer Answer

  Date: 11/27/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** ****
  
  
  
   
  
  

• Initial Complaint

  Date:11/08/2024

  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 upgraded to the yearly PRO membership from my Business membership and before I upgraded it said that I could get a refund within 30 days after purchase. I reached out after 10 days and was told that I was not able to get a refund - as I wanted to return to my business membership as I had had trouble uploading the larger files on to their platform. I would like to downgrade my membership. I've reached out to customer service several times and have not heard back.This is what is on their site:Members who purchase annual subscriptions have 30 days after their purchase to cancel and receive a full refund, while members who purchase monthly subscriptions have 5 days after their purchase to cancel and receive a full refund. In the case of Live subscription products, refunds are not available if the user has exceeded the storage or bandwidth threshold set forth in the refund policy (presented at the time of purchase).

  Business Response

  Date: 11/12/2024

  Hello,

  This issue has been responded to in case#********

   

  We're currently experiencing some challenges with processing refunds for upgraded memberships. We've passed this along to our development team so they can look into it further and while our engineering have isolated the problem to the upgrade associated with your account, resolving this issue is proving very complex. 
   

• Initial Complaint

  Date:09/19/2024

  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.

  Vimeo sent me an email on on July 12, 2024 with the following message:Your Vimeo Pro membership is set to expire on 08/10/2024. Renew now and save 20% with the code PROPLS*!What happens if I dont renew?You're account will automatically revert to basic.You have 84GB uploaded to your account. You'll only keep 10GB of videos you uploaded as a paid member, which means you'll lose the rest.The total storage limit for basic accounts is 5GB. You also won't be able to upload new videos if your membership ends.Youll lose access to all the powerful features Pro has to offer.I took no action. I did not renew my pro plan. However, on 8/10/24 I was automatically charged $399 for a pro-plan renewal despite Vimeo assuring me that my account would revert to basic if I took no action. I contacted Vimeo support about the issue on 9/11/24. One of Vimeos team members replied:To ensure that you receive the necessary support, I'm forwarding it to our senior team to look into it, who will be reviewing your case in more detail. Youll receive a response shortly.It is 9/19/24 and Ive not received a response from Vimeo. I submitted a new claim and they still havent responded. The customer support person that I was originally speaking with will not respond to my emails.

  Business Response

  Date: 09/19/2024

  Hey team,

  We are reaching out to the user internally and we will try to resolve the issue.

  Best,

  Vimeo Support

  Customer Answer

  Date: 09/20/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:08/27/2024

  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.

  At some point I did a trial of Vimeo and then emailed the company to try and cancel. They have continued to charge me for an annual membership. There is no place to cancel when I am logged in. When I chat it goes nowhere and when I email it says it is the wrong email address. I am seeking a full refund and confirmation that my account is cancelled. They tell me I do not have an account. Yet they are charging my credit card. I have the emails to prove my attempts.I want the refunds from 2022, 2023, and 2024 - this one just happened.

  Business Response

  Date: 08/27/2024

  Hey team,

  We have reached out to the user internally to solve the issue with the user.

  Best,

  ********************** Support