ComplaintsforUser Interviews Inc.

• Initial Complaint

  08/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello. Through the User Interview platform, I completed a 90 minute zoom interview on August 1, 2024 on the topic of Seeking Melanoma Caregivers ($175). I successfully completed interview and even agreed to be interviewed for an additional 15 minutes without compensation. It is now over 14 business days and I still have not received the incentive. I contacted the researcher multiple times with no response. I have checked my spam mail everyday. User Interviews rules states that participants receive compensation within 10 business days. Can someone please help me receive incentive? Thank you for any information. It is important to note that I have checked my spam mail box multiple times, and incentive is not in my spam mailbox.

  Business response

  09/04/2024

  *************** has received their incentive as reflected in the attached screenshots. 

  Customer response

  09/05/2024

  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

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 28 2024 I went to a study downtown at *************************************************** . It was called do you live in *******? Are you interested in cricut but don't own one yet ? We would love to chat with you. I've been notifying them and user interviews for my $100 incentive and I keep getting the runaround. It clearly says contact user interviews about payment and they have been giving me the runaround telling me to contact the research the researcher told me after the study to contact user interviews. I can't contact the researcher anymore because the button isn't there anymore I just want my money.

  Business response

  07/01/2024

  ****************** has received the payment that forms the basis of her complaint, as evidenced by the attached screenshots. 

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The researcher for the washer machine app had no patience whatsoever. The link for the app wasn't loading at first and she told me she was pressed for time then when I finally got it to work she said she would have to see it she could reschedule for next week I spent almost the whole time going back and forth trying to get in the link she posted and she had a attitude and no patience with me. I should get the $50 just because of dealing with all that mess. Most researchers would have just said I showed up and try to fix the problem from their end. Then she doesn't know if she has anymore dates for next week. So I basically wasted my 45 mins doing nothing It's not my fault the app wasn't working correctly. She was late signing on and when I signed back in again she still was late .I did actually spend 45 mins dealing with her. I've never had a researcher like that ever most are nice patient and kind but not this one

  Business response

  04/30/2024

  We are sorry to hear about ********************** experience with this research study. As stated in Section 4 of the Participant Terms and Conditions that ****************** agreed to when creating her account with ******************** (*****************************************************************************), User Interviews has no independent obligation to provide any incentives to participants in connection with their participation in a research session. Nevertheless, User Interviews paid ****************** a partial incentive as a courtesy (see screenshot 1 for the confirmation email that was sent to ******************). Because ****************** had unsubscribed from emails from User Interviews, that email was rejected as non-deliverable (see screenshot 2). However, as shown in screenshot 3, ****************** did redeem the partial incentive because the button says "View gift code" instead of "Redeem incentive," which is what would have displayed had she not yet redeemed the incentive.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I participated in a study on March 20 2024 on wedding research and it was completed on that day normally I get paid with no issues but I've been reaching out to the researcher and no answer everyday and when I contact user interviews they just say it takes 10 days or maybe because of the holiday. This is ridiculous that I have to do all this to get $90. I'm disappointed. The study hasn't been marked completed either and it was completed.

  Business response

  04/11/2024

  ****************** has been paid the incentive that forms the basis of her complaint. We allow researchers up to 10 business days to mark projects as completed and issue incentive payments, and her incentive was issued within this timeline. See attachments. 

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I participated in a survey during the month of Dec 2023 , I did this to the best of my ability and the results were that I was distracted they say , they say I was watching TV during the study ,,there is no such thing in my office area so that was not true ,,I think this was based on race ,,,I even got comments from the other participants involved in the study . I again say I did everything that I was supposed to do and came up non compliant . I will not give up so sorry thats not true so my question here is can I go public with this ,,meaning ******** instagram you name it I will let it be known can I do this

  Business response

  02/16/2024

  When ******* created a participant account with ********************, he agreed to our Participant Terms and Conditions (*****************************************************************************). Section 4.1 relates to incentive payments and provides in pertinent part (emphases added):

  "Researchers may choose to provide an incentive to Participants (each, an Incentive) to complete Research Sessions in their sole discretion in the manner of their choosing, but you acknowledge and agree that UI has no independent obligation to provide any Incentives to you in connection with your participation in a Research Session. ... You acknowledge and agree that you may forfeit some or all of any Incentives offered in connection with a Research Session if (i) you violate these Terms (as determined by UI in its sole discretion), including without limitation Section 3 (Your Obligations), (ii) you do not satisfactorily complete the Research Session (as determined by the Researcher in its sole discretion), or (iii) you delete your account prior to redeeming the Incentive."  

  Here, the Researcher in question marked ******* as a "no show" and withheld the incentive from him for the reasons they detailed in an email to us (see Screenshot 1). When ******* reached out to us for assistance, we decided to remove the "no show" status and to issue him a partial incentive for his participation, as detailed in an email from us to ******* (see Screenshot 2). That incentive has since been issued to ******* (see Screenshot 3). 

• Initial Complaint

  12/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I did and completed a ******************** September 2023 and have been emailing **** from users interviews . It is now December and have not received my incentive.

  Business response

  12/21/2023

  ************************ use of the User Interviews platform is governed by our Terms and Conditions at ****************************************************************************, which she agreed to when creating her account. Section 4.1 of those Terms provide in pertinent part:
  

  "Researchers may choose to provide an incentive to Participants (each, an Incentive) to complete Research Sessions in their sole discretion in the manner of their choosing, but you acknowledge and agree that UI has no independent obligation to provide any Incentives to you in connection with your participation in a Research Session."

  and

  "You acknowledge and agree that you may forfeit some or all of any Incentives offered in connection with a Research Session if (i) you violate these Terms (as determined by UI in its sole discretion), including without limitation Section 3 (Your Obligations), (ii) you do not satisfactorily complete the Research Session (as determined by the Researcher in its sole discretion), or (iii) you delete your account prior to redeeming the Incentive."

  In this instance, ******************** did not satisfactorily complete the Research Session in question because she did not provide a head scan. Despite not having any obligation to provide an incentive to ********************, User Interviews did provide a partial incentive as a courtesy for her time. Please see attached screenshots. 

• Initial Complaint

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was approved to do a study called "Two video diaries per day filmed on an iPhone 11 or 12" where you upload 1 minute videos once in the morning and once in the evening expressing gratitude for things you are thankful for and an overview of how your day went. The study wanted 30 morning videos and 30 evening videos. I completed the study prior to the deadline of 9/29/2023. I had emailed the study asking about the incentive and was told that I needed to submit 3 additional evening videos for the $100 incentive to be paid out to me. So of course, I completed 3 additional evening videos. Emailed the researcher again and was told that I needed to wait 10 business days to be paid the incentive. 10 business days go by and still no incentive. I've have now sent over 1 dozen emails asking about where the incentive is. I kept getting generic email responses that I need to wait 10 business days for the incentive but at that point it had been over 10 business days.It's now been over a month since I was supposed to be paid for this study I completed and now my emails have gone unanswered.

  Business response

  11/17/2023

  ************** received the incentive payment described in her complaint on November 10, 2023. Please see attachments for proof of payment. 

  Customer response

  11/21/2023

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

• Initial Complaint

  09/20/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Signed up to take part in a video diary in which we were to make 30 videos 2 min each one in the morning and one in the evening for a $100 tango gift card which I completed but I was offered to keep going to make 60 videos which I did and still have not been compensated for the second half of the task. Attached are emails of proof of completion from their client as well as their client stating to me that I have completed.

  Business response

  09/26/2023

  ********************* has been issued the $60 incentive for completion of the second half of the research study in which they participated. Proof of payment of both the original $100 incentive and the second $60 incentive are attached, as well as a confirmation email from User Interviews to ***

  Customer response

  09/28/2023

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

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  User Interviews solicited me to do an interview about me having a car accident. They said they would pay me $45 in the form of a digital gift card. Non of the cards offered a cash option which was not told to me before the interview. I spoke to a very rude person who said his name was ***** and he was the supervisor in their customer service center who stated it was just to bad and I wouldn't be paid. He stated that there was no one else in the company higher than him and he hung up on me. This was an illegal bait and switch to get my information which was very traumatic for me to talk about. I was deceived by user interviews and still haven't been paid attached please find a similar ad for a study that falsely claims the same thing. User Interviews is taking advantage of me and other poor people by lying and not disclosing that they don't pay cash. I have asked user Interviews to stop sending me emails for future studies but even as of today user Interviews is still trying to deceive me into other interviews. User interviews practices bad business and should be shut down. User Interviews is deceiving poor people and it is unfair.

  Business response

  08/07/2023

  The study ******************** participated in stated that it would pay "***** via choice of dozens of digital gift cards" (see screenshot 1). Contrary to his claim that he "still ha[s]n't been paid," he received and redeemed the offered incentive payment (see screenshot 2). User Interviews does not make any representations that the digital cards will include a cash option; to the contrary, our support article on the topic makes clear that this is not an available option (see ***************************************************************). If the phone call ******************** describes in fact happened, it certainly was not with anyone at User Interviews as we neither provide support over the phone nor have anyone named ***** working on our support team. We have made clear to ******************** via email that he can apply for studies that specify different types of incentives if he only wants cash options (see screenshot 3), but no cash option was offered for this particular study. 

  Customer response

  08/14/2023

  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]

   User interviews used deceptive business practices and a bait and switch scheme to trick respondents into thinking they would get $45 in form of a payment. Reputable research companies state clearly when there is "no cash options". User interviews do not state this because they know customers won't participate so they disguise the payment saying digital gift cards which most have a cash option. After several days they left me no choice but to take one of the unusable cards and resell it at a loss. User interviews preyed on my injuries and accident to manipulate me into doing this and this response should be posted for all future respondents to see so that they will not longer be manipulated. User interviews always asks for race, income and education level so they know that uneducated black poor people will respond .

  User Interviews is a horrible company and no one should participate in anything with them

   

   

   

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

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

  Business response

  08/22/2023

  While we regret that ******************** had a negative experience using our platform, there is no basis for his unfounded assumptions or allegations. His latest response confirms that he received and redeemed the incentive offered by the researcher for the study in which he participated. User Interviews merely facilitated distribution of that payment, in accordance with the Participant Terms & Conditions to which ******************** agreed when creating his account. ******************** is under no obligation to use our platform again if it does not meet his needs, and if he would like to delete his account he can do so by completing the form here: ****************************************************************

  Customer response

  08/24/2023

  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]User Interviews did not address the fact that they are deliberatly decieving people by not telling them there is

  no cash value to their gift cards. User Interviews is a horrible company for this and they are practivcing bad business practices and no one should trust them.

  Please post this comment publicly so that no one else will be decieved by this horrible company

   

   

   

   

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

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

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  June 13 - 16 did a focus group called wellness and weight loss Female 45+ it was supposed to pay $200 its been a month not paid yet

  Business response

  07/31/2023

  **************** received her incentive payment on July 19 and confirmed receipt. Please see attached screenshots evidencing payment. 

  Customer response

  08/01/2023

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

*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. ↩