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Business Profile

Marketing Software

Bonterra Tech LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/15/2025

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We (**************** at ******************) were subscribed to ********** and Salsa Engage prior to being purchased by Bonterra. We have been trying to cancel our subscription since last fall; we have submitted multiple requests through Bonterra's online system with zero response from any customer service. There is no phone number to call and no way to reach this company. We would simply like to cancel our subscription, and stop billing for any additional charges.

  • Initial Complaint

    Date:08/26/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I began receiving an overwhelming amount of solicitation emails and text messages after making a donation to a political campaign. While each new solicitation (request for donation) included the option to "Opt Out" in email or "Stop" in text messages, a new one from an entirely new campaign or PAC would come within hours. With the details in the footer showing they came from NGP VAN and Every Action, I went to their websites. They both have Privacy Policies that point to Bonterra. I first requested all my data be deleted, my email address, phone number, removed from all current and future lists, for NGP VAN, EveryAction, and any other lists, to ************************************ on 2/1/2024. I emailed with a similar request again on 5/21/2024, 6/13/2024, and 7/1/2024. I am still receiving emails from *** VAN requesting donations for different campaigns all across the country. I still receive text messages all the time, but I don't know if they're involved. I have not received a response either.

  • Initial Complaint

    Date:08/06/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We are a Veteran service/animal rescue service dog training organization. We were seeking a CRM and found that Network For Good had great reviews. Though we knew Bonterra Tech was taking over the company, we thought they would continue Network for Good's legacy.Unfortunately, we are very disappointed with the quality of service for Bonterra Tech. They have sent us two different contract renewal dates and two different prices for the same product since March of 2024. The price changes depending on which employee speak with. Our price has changed from $3,600 (quoted via email and invoice) to $$4,140 for the All-in-one platform. We have also received an invoice for $5000 and another quote via email for $6,440, which includes additional optional features (Events and Auctions) that we have explained on several occasions we do not ******* is discouraging to communicate with one employee for over a month before being connected with his supervisor, though we asked on more than one occasion for the supervisor. Then, being passed around to other employees who agree to help. It has now been almost 5 months since we first inquired about sending us the correct invoice (original) with no resolution. They have now inactivated our account due to our failure to pay the higher price, though we agreed to pay the original cost they quoted of $3,******* can no longer to speak a person to resolve the issue. You must submit a request via their website. The response back says "Thank you for reaching out to Bonterra. We have received your message and a member of our team will be in touch soon." It also mentions that their employees are in training and you can only reach them via email and chat. Then there is no follow-up to resolve the issue though, they know that reactivation of the account is important. It took much time set things up on the Bonterra Tech platform.We hope that other charities or businesses do not have to experience a similar situation.

  • Initial Complaint

    Date:04/16/2024

    Type:Order Issues
    Status:
    Resolved
    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.
    The organization I work for, ********** ****************** has been a customer of Network for Good's for almost 4 years. However, due to numerous reasons, we are not renewing our contract with them this year and are currently in the process of moving our data to another CRM. Now that Network for Good knows we are not renewing our contract, they are refusing to give us a copy of our donor data, specifically for our monthly recurring donors. As a small nonprofit organization, this is incredibly disheartening as the loss of these recurring donations could be detrimental to the individuals we help. By continuing to delay giving us the data that belongs to our organization, Network for good is impacting the lives of the people who depend on ********** ******************. We have tried contacting them in a variety of ways to resolve this issue and are either ignored or told they will not give us this information.

    Business Response

    Date: 05/31/2024

    At this time, Network for Good is unable to provide exports of recurring donor payment data. For both NFG ****************** (DAF) and Bonterra Payments users, the nature of our third-party integrations used for payment data tokenization prevent us from being able to provide this data.

    As we continue to develop and expand Bonterra Payments we are currently focused on supporting additional payment methods such as PayPal and Venmo, but we are exploring options for enabling the export of recurring donor payment data and plan to offer this capability in the future.

    While our NFG contracts do not explicitly guarantee the ability to move recurring donors out of our platforms, we recognize the importance of this capability for nonprofits. Bonterra is committed to increasing the giving rate as a percentage of GDP from 2% to 3% over the course of just 10 years  what we call our 3% by 33 initiative. (******************************************************************************************) This is a massive undertaking, and one we recognize is directly influenced by an organization's ability to retain recurring donors. We are committed to improving the retention of donors and enhancing the capabilities of the Bonterra Payments platform to best support our customers in reaching this goal.

    Thank you for your understanding. If you have any further questions or need additional assistance, please feel free to reach out to our support team!

    *************************,

    Director of Support, NPO

    Customer Answer

    Date: 06/03/2024

    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.

    Regards,

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

  • Initial Complaint

    Date:01/14/2024

    Type:Order Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Our legacy Network for Good account was due to be closed on December 20. Network for Good was acquired by another company, Bonterra Tech, immediately after our first contract was signed for a year of service (late 2021). In the previous year (November 2022), I was informed we could not continue the service month-to-month and would have to either completely cancel or renew for a full year. We agreed to continue for one year only, and the contract would expire December 20, 2023. In the meantime, apparently Bonterra Tech has taken over and changed terms. No one at the company has contacted me or returned phone calls. My understanding - as it was outlined to me in 2022 - was that our account would be cancelled in December ****. Neither Network for Good or Bonterra Tech has returned any of my phone calls or emails. This way of doing business is unconscionable. I expect Bonterra Tech to return the erroneously charged fees and cancel our account as previously agreed.

Bonterra Tech LLC is NOT a BBB Accredited Business.

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