Complaints

This profile includes complaints for Reality Based Group, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Reality Based Group, Inc

  9015 Mountain Ridge Dr. Austin, TX 78759

  
• 

  Reality Based Group, Inc

  9500 Arboretum Blvd Ste 120 Austin, TX 78759-6328

  

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:04/23/2025

  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.

  Reality Based Groups has failed to respond to numerous requests and provides no access to reach out to settle concerns or questions. Recently the shop for ********* was denied due to not being submitted on time, despite the website not working for more than 22 hours. I attempted to contact the scheduler twice within hours of the expiration and beforehand and no one responded and this is not the first time. I want reliability in communication from schedulers when performing shops

  

  Business Response

  Date: 04/25/2025

  This mystery shopper/independent contractor self-assigned a ********* shop on 4/16/2028 to do that evening.  Shop directives note that the report is due by 9am the following day(4/17).  This is decided by the client that is being shopped.  There are no emails from ******************* to the ******************************* email.  This shop was Excluded/Removed at 9:52am on the 17th. 

  Please let me know if there is anything more you need.

  Thank you

  Customer Answer

  Date: 04/25/2025

  Complaint: 23241749
  
  I am rejecting this response because: there is no way to contact, to my knowledge, besides the online forum submitted, which I did twice and no one has responded to me about. 
  
  Regards,
  
  ******* *******

  

  Business Response

  Date: 04/28/2025

  I am unsure why the shopper is stating there is no way to contact.  This shopper has contacted us via the shopper help email at ******************************** plus my personal email in the past.  The last correspondance he has had with either email was October 2024.  At this time the shopper was upset that his account had been suspended, but the records show that the account was active since July 2024.

  Customer Answer

  Date: 04/28/2025

  Complaint: 23241749
  
  I am rejecting this response because:
  
  I contacted the scheduler twice via the website and no one responded but I will now attempt to contact via the email provided expecting a reply again. I am wanting to submit this shop as I attempted to follow every instruction and have obeyed all guidelines and contacted when the timeframe could not be met. 
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair 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 am writing to express my concerns regarding the recent cancellation of my shop at ************** (******* location) on February 1, 2025. I believe the guidelines and the decision made by ***** were unfair given the circumstances I faced.On the evening of February 1st, I left the location around 9:30 PM and encountered a car wreck on my way home. This unexpected incident caused significant delays, and I did not arrive home until close to midnight. Despite being extremely exhausted, I immediately began working on the report and continued until around 1 AM. Unfortunately, I fell asleep due to the exhaustion and missed the 9 AM deadline.I understand the importance of adhering to deadlines, but I believe that unforeseen circumstances such as a car accident should be taken into consideration. I communicated my situation to ***** and requested an extension, but my request was denied, and my shop was canceled. This decision not only affects my compensation but also disregards the effort I put into completing the report under challenging conditions.I kindly request that you review this situation and consider reinstating my shop. I am committed to delivering high-quality work and adhering to deadlines, but I also believe that flexibility and understanding are crucial in exceptional situations.Thank you for your time and consideration. I look forward to your response.

  

  Business Response

  Date: 03/04/2025

  For complaint  ********

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

   

   

  Shopper had not turned in the work in the allotted time, but was given the shop back to complete.  It was scored and Finalized.  The shopper is set up for ****** payment which is paid the 20th of the month following the shop month.  He is scheduled to be paid for his February shops on March 20th.

• Initial Complaint

  Date:12/12/2024

  Type:Service or Repair 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.

  Reality Based Group has inaccurately suspended my account due to association with my son. The account has been suspended and there has been no attempt to respond to my request despite cooperation to submit identification and any other requested information including social security which was used to verify the account.

  

  Business Response

  Date: 03/04/2025

  This was received by your department in December of 2024.  But the shopper's account is active and was active as of July 2024.

• Initial Complaint

  Date:07/31/2024

  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.

  On 7/26/24, I emailed the scheduler for RBG for a shop at a local chain restaurant to be completed 7/28/24. I requested a $22 bonus and was approved. This shop was to take place at the bar. I called ahead to their phone number for seating and was advised there was no wait to be seated at the bar. When I arrived to the restaurant, the hostess looked over to her manager for help when I requested to be seated at the bar. The manager came over and said it was no problem and she would ****** me. She walked me over to the bar area, but then walked me past it to a booth within the bar area. At that point, it would not have been feasible for me to refuse to be sat without revealing that I am a mystery shopper. I completed the job in good faith, with full view of the bartender and all required observations in my line of view as I was sitting a mere few feet from the actual bar stool, still in the bar area. I completed the job and submitted my audit on time.I received correspondence back on 7/30/24 saying my shop could not be completed. I reached out to the scheduler explaining the situation. At around 6 AM EST on 7/31/24 I received an email and text message from the scheduler, asking if I would be able to re-do the shop. As soon as I as able, I replied back the same day and morning to advise I would be able and willing to re-do the shop and offered several compromises to rectify the mistake and secure reimbursement for the shop. After several correspondences, I was told no to all solutions offered and was told the mystery shop was assigned to someone else.I have completed 6 jobs for RBG (all 10/10) as well as several shops for other companies. I am now out the money for the items purchased in the restaurant, no bonus, AND a 1/10 rating preventing me from taking other fairly compensated jobs with RBG.I am respectfully requesting this decision to be reversed as this is my livelihood and I could not have stopped the job without revealing I was mystery shopping.

  

  Business Response

  Date: 08/06/2024

  Dear ******** - 

  I am so sorry about your experience shopping for Reality Based Group.

  We always strive to make working for us a great experience for our shoppers.

  We always have to make sure we are following all the guidelines for the shops in order to satisfy the needs and requirements for our clients.  It sounds like this was a tough situation but I hope the future brings different experiences.

  Thank you for your efforts,

  Reality Based Group

• Initial Complaint

  Date:08/07/2023

  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.

  To start, I love doing work with Reality Based Group and I hope my issues will not impact that relationship but I don't know where to turn.On Aug 1 I completed a travel agent shop with Reality Based. I followed the instructions given to the best of my ability. I called the assigned contact and has a 16 minute organic conversation.The following day I received a notice from the quality team saying I failed yoto ask " several questios" and needed to redo the assignment.This is not correct,all questions were covered by myself or the contact.Secondly, how could I possibly redo the call, get the same contact and have to same vonversation without being obvious.If there is a specific script to be followed it would have to be supplied to the contact as well as to the evaluator Please review my call as it was done correctly.

  

  Business Response

  Date: 08/08/2023

  I am sorry that this happened.  We can usually figure out what occurred and get it taken care of internally.  It appears there were a number of questions on the survey that were not asked, although I could see some of them explained in the narratives, due to your discussion with the representative.  Because of the length of time on the phone, the payment is going to be made, but we have to exclude the shop because it is unusable due to all the missing information.  Because of the length of time on the phone, the payment is going to be made, but we have to exclude the shop because it is unusable due to all the missing information.

  Thank you for reaching out.  I'm glad it is good now.

  Customer Answer

  Date: 08/08/2023

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/14/2022

  Type:Sales and Advertising 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 completed a shop on May 11, 2022 for Reality Based Group at ***** ******* and made the required $7 purchase by purchasing a gift card. The guidelines stated that a purchase was required but it did not state "candy" purchase. A gift card is also a purchase in store. Reality Based Group refused to compensate $15 for the shop as well as $7 for the required in store purchase. The editor did not email me about disregarding the shop since I could have gone back and made the "candy" purchase to satisfy the requirements for the shop. I read the comment upon logging into the shop.

  

  Business Response

  Date: 07/14/2022

  To Whom It May Concern:

  After reviewing the complaint and the Shopper's log, we have determined that we will pay out the $15.00.

  Please let us know if you need additional information.

  Thank you and have a great day,

  Reality Based Group, Inc.

  Customer Answer

  Date: 07/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17566282, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** ***