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Business Profile

App Developers

Basenji Apps

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in App Developers.

Complaints

Customer Complaints Summary

  • 43 total complaints in the last 3 years.
  • 43 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:09/28/2024

    Type:Service or Repair 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.
    9/27/2024 I was charged $9.99 which was not authorized. I had agreed and was aware of a $1.00 charge. I was charged BOTH fees. The company is refusing to refund the money saying I received a document, which I had not received any documentation until I requested a refund. The document was then attached in the refund request and refund refusal emails. (Attached). This unauthorized charged caused overdraft in my account as I was not expecting nor did I agree to this fee. This is suppose to be a mental health help app. This company is inflicting harm on society in the guise of mental health help.

  • Initial Complaint

    Date:09/26/2024

    Type:Service or Repair 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 purchased a $1 trial membership for Basenji App's BREEZE mental health app to see what it was about. During the week trial I tried to find the location to cancel the membership because i did not want to continue after the trial as it did not have what I was looking for. There was no options for this, I looked on the ****** app store which did not show a subscription (this is where I purchased the trial) and determined I must have to wait for an email that verified I wanted to continue. On September 21, 2024 I noticed a reoccuring charge on my bank account for a monthly subscription i did not sign up for. I then went to ****** again and verified no subscription, went to the app and couldn't find a cancelation button for said subscription. Found an email and emailed customer service. The representative refused to give me a refund and stated that it was super "straight forward" that to cancel you have to email them, which it was not or I would have done this prior and not spent a week trying to figure out how to cancel and would have done it before they stole money from me nor would I have waited had I have known it was auto-enrolling into a paid subscription.

  • Initial Complaint

    Date:09/21/2024

    Type:Service or Repair 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.
    On Aug 13 I paid $1 to this business for an online quiz about childhood trauma with Breeze, one of Basenji's apps. Unbeknownst to me I was signed up for a subscription, so on Aug 22 they charged me $29.99. I didn't notice that charge. I didn't notice till I was again charged $29.99 on Sept 19. Even though the subscription is through an app in the ****** app store, I cannot cancel via ****** Play like most subscriptions. I tried to cancel in the app and on the website, not possible. I have now written them 7 emails in the last 2 days telling them to cancel my subscription and they have not. At first I filed a fraudulent transaction claim with ****** when I didn't understand what was happening but ****** almost immediately closed the claim and said it wasn't fraudulent. Basenji is saying it's in ******'s hands now and refusing to cancel my subscription. The Breeze app in ****** Play is FULL of reviews stating the same experience as mine - charged for a subscription they did not sign up for and then almost impossible to cancel the subscription. It would be great if I could get my money back, but I doubt that's possible. I really just want my subscription canceled before I am charged again. I also think this company is criminal and is preying on people with a facade of helping with mental health issues. I think that's disgusting and they should be stopped from doing this.

  • Initial Complaint

    Date:09/18/2024

    Type:Service or Repair 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.
    On September 12th, 2024 I signed up for what I thought was a free mental health assessment. The website is very tricky. Once I understood I was signed up for a "free trial" of 7 days I tried to cancel my upcoming subscription. Wherever you go in the app you cannot find anywhere to cancel your subscription. It's a scam. I just want my subscription cancelled. I emailed them to let them know it was the wrong website. They said imy account didn't exist.

  • Initial Complaint

    Date:09/17/2024

    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.
    This company markets itself as a mental health app and then conducts predatory business practices and scams its customers. The app pretends that you can choose how much money you are willing to pay for their service, which was a $2.00 charge that I agreed to. A week later I get a charge for $29.99 that I had not agreed to. After sending Basenji an email to get a refund, I decided to look this company up and found a ton of information that confirmed my opinion that this company engages in scams and bad faith practices with its customers. Dispute the transaction with your bank and if the Better Business Bureau is listening, please blacklist this company. It takes advantage of people that are looking to better their mental health. A completely despicable act in my opinion.

  • Initial Complaint

    Date:08/28/2024

    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.
    My daughter paid 1.00 for access to an article via *********. She did not know that she was signing up for a membership. She is a Minor and cannot enter into a contract. I have contacted the company and through multiple back and forth emails we have been unable to find the proper information to cancel and apply a refund. I asked for a phone number to resolve this issue and was told the company doesn't have a phone number to resolve these disputes. I simply want to speak to a human who can work with me to come to a resolution, which is a cancelation and full refund. This was paid with ***** Cash.

  • Initial Complaint

    Date:08/26/2024

    Type:Service or Repair 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.
    This app claims to give a mental health evaluation for 1.00 . I've never received that . Then they sign you up after 7 days for a ***** service which I couldn't ***** because they make it impossible to do . I kindly asked the service to refund my money since I haven't touched there app breeze Mental Health and they refuse to they said. Everyone on here has gone through the same exact issue even the breeze app on ****** play store said the same exact thing . Someone needs to stop this fraudulent business and I won't rest until my money has been returned . I cannot eat for a few days since they took my hard earned money.

  • Initial Complaint

    Date:08/26/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    This company claims to offer mental health services. I completed a mental health test via their website: ***************************************************************************************************************************************************************************************************************************************************************************************************************** From there I was directed to sign up for a free 7 day trail in order to see my results. I did so after a pop window stated I would not be charged until after the 7 day free trail. After submitting my payment information, I received a call from my bank's fraud protection department. The website had made two fraudulent charges to my card. One for $9.99 and another for $10.00. I reached out to their customer support and they are refusing to issue any kind of refund. I feel this is a predatory practice. This website is essentially running a scam on people who are just trying to better themselves.

    Business Response

    Date: 08/29/2024

    Hello ******,

    Thank you for bringing your concerns to our attention. We understand how this situation could be frustrating, and wed like to take this opportunity to clarify a few points.

    First, we want to clarify that our trial period is a paid trial, not a free one. This information is clearly stated at the time of subscription. Before you confirmed your purchase, our platform displayed the terms and conditions of the subscription, including the total charge and the automatic renewal feature, unless the subscription is canceled. By proceeding with the purchase, you indicated your agreement to these terms.

    Please be assured that initiating any subscription with our service requires explicit action and consent from the user, following industry standards and security measures. All transactions are processed securely, and we regret any misunderstanding regarding the nature of the charges.

    Regarding our refund policy, it is clearly stated at checkout and in our terms and conditions that we do not issue refunds once a purchase has been made. We understand that this may not be the outcome you were hoping for, and we apologize for any inconvenience this has caused.

    If you have any further questions or need additional assistance, please don't hesitate to reach out.

    Sincerely,
    Basenji Apps

  • Initial Complaint

    Date:08/25/2024

    Type:Product Issues
    Status:
    Answered
    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 signed up for a trial membership of the company's Breeze app and tried to cancel before the trial ended. However, no matter what I did, I continued to be charged $79.99 every three months.I reached out to the company for help, providing them with screenshots, but they actively delayed in assisting me, then claimed they could not help me because of that delay.They make it impossible to cancel the membership on your own, without contacting them directly- even deleting your account won't stop the charges- and then they refuse to refund your money.I did receive a refund for the ****** charge but had requested a refund for the *May* charge and was stalled/refused at that time.They also failed to complete the cancelation of my subscription in May, despite that clearly being my intention and the reason I was asking for the refund.

    Business Response

    Date: 08/29/2024

    Hello ******,

    Thank you for bringing this issue to our attention. We understand how frustrating this experience has been for you and would like to address your concerns directly.

    Our cancellation process for subscriptions purchased through our website requires contacting our support team, as clearly stated before completing the purchase at checkout and in our terms and conditions. We apologize if this process was not as straightforward as expected.

    When you initially contacted us in May, we promptly sent you two emails with further instructions and a request for more information about your purchase. Unfortunately, we did not receive a response from you until August. Once we heard back from you, we replied and issued a refund for all payments posted after your initial cancellation request.

    We regret any inconvenience this situation has caused. Please know that we take your feedback seriously and are continuously working to improve our processes to prevent such issues in the future.

    If there are any further concerns or questions, please do not hesitate to reach out. We are here to assist you.

    Sincerely,
    Basenji Apps

  • Initial Complaint

    Date:08/22/2024

    Type:Billing Issues
    Status:
    Answered
    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 requested they cancel my subscription 3 times and they charge me and then refund me. They have charged my account again. They have no contact info other than an email. They behave as though they are a fraudulent company AND they keep charging my card after they state it has been cancelled. I am over it. Please ensure they remove my billing info.

    Business Response

    Date: 08/29/2024

    Hello ******,

    Thank you for your message. We understand your frustration and sincerely apologize for the inconvenience this situation has caused.

    We have already reached out to you privately to explain the situation in detail and have issued all the necessary refunds. We want to assure you that your subscription has been fully canceled, and no further charges will be made to your account.

    We also take your privacy and security seriously, and your billing information has been removed from our system as requested.

    Once again, we apologize for any trouble this may have caused and appreciate your understanding.

    Sincerely,
    Basenji Apps

Basenji Apps is NOT a BBB Accredited Business.

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