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:03/28/2025

  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.

  A fraudulent company by the name Podium Software claims to provide automated text and invoicing services which they don’t really provide and always send their clients to claims had taken more than 3000$ in payments for a service which was never provided.

  The onboarding was never done either and the sales team was over promising and selling the idea of the their services (none of which took place) and when I questioned them about it and said if we don’t get any service then why are they taking payments. They just kept delaying any response and said they will schedule a zoom meeting and their after sales is so terrible that the meeting never got scheduled!!

  However they kept calling once I told my bank and the management decided to no longer have any expectation from podium. The moment the payments were not going to them they started communicating immediately only to threaten us with sending us to collections.

  Its literally FRAUD from day one they knew they didn’t have anything to offer and simply get people to go into the thought of taking their services and I’ve seen multiple reviews saying the same and just keep getting mails and automated robo calls from the collections like the ******** Law Group.

  These people know and are still continuing to take part in the fraudulent process.

  Business Response

  Date: 04/02/2025

  Thank you for reaching out and sharing your concerns. We take feedback like this very seriously and want to ensure that your concerns are properly addressed.
  Your Customer Success Manager will be reaching out to you directly to discuss your experience and work toward a resolution. Please expect to hear from them soon.

• Initial Complaint

  Date:03/18/2025

  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 signed up with Podium in Nov 2023. By June 2024,I realized the system was not working for my business. We requested to cancel our arrangement and were told we had to complete our agreement for the signed one-year term. At the end of my year, I ported my phone # away from Podium and back to my orig'l provider. But Podium contin'd to try to bill me for services. I spoke to someone in Dec, Feb, and March. Each time, I was spoke to someone new. Each time, I repeated my request to close my accnt. Each time, I was told that person would research the issue and get back to me. This never happened. My CC was getting hit with paym't requests...sometimes multiple times/day. In Feb, he said my accnt was renewed for another year. I said no-all my previous accnt managers knew I was cancelling at the end of my term. He said that it required a signature so I must have known. I insisted I signed nothing that auth addt'l time. I never rec'd an email, and his # disappeared from my ***********, I spoke with ANOTHER "account manager" who said he'd take care of the ******* and get my accnt credited back to the 'renewal' date. He could see I had been requesting a cnclln since June 2024. After our convo, I rec'd an email. Here is part:"After review'g your contract, we found that there is no written request for cnclltn on file. As per the terms of your agreement, your contract remains active and is set to renew unless a written notice of non-renewal is provided at least one (1) month before the end of the term. Your accnt is eligible for cncltn on Nov 14,'25, with a written request submitted before Oct 14,'25."WHAT? I've been asking to **** my contract since Jun with written notes IN MY ACCOUNT! Why didn't any "manager" tell me I had to write something extra? Why was I told a signature was req'd? NONE of the managers know the rules. This is just terrible customer service! I should not be req'd to remain in a contract I don't want because I was not given the correct information.

  Business Response

  Date: 03/21/2025

  Thank you for reaching out and sharing your experience. We sincerely apologize for the frustration and confusion surrounding your cancellation request.
  We have reviewed your account, and here are the key updates:
  Your cancellation has been processed, and the official cancellation start date is 3/21.
  Your account will be archived on 3/21.
  Regarding billing, your last bill date was 3/14; however, we acknowledge that it should have been 10/14 based on your cancellation request timeline.
  We understand the difficulty this has caused and appreciate your patience while we work to resolve the matter. If you have any further concerns, please let us know, and well be happy to assist.

  Customer Answer

  Date: 03/21/2025

   
  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.  My goal was to have my contract cancelled and the payments requested by Podium to be reversed.  As they have agreed to this, all is good.
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:03/04/2025

  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.

  Podiums services where cancelled December 2023 and again August 2024. I cancelled the card they was receiving payments on and they still managed to charge and receive payments. They only agreed to cancel my account after I told them I was filing a complaint with the BBB.

  Business Response

  Date: 03/16/2025

  Thank you for reaching out and sharing your concerns. We understand your frustration and want to make sure your issue is fully addressed. Your Customer Success Manager will be giving you a call shortly to discuss your concerns in more detail and work toward a resolution.
  We appreciate your patience and look forward to resolving this matter with you.

• Initial Complaint

  Date:02/27/2025

  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.

  Our Company, Pinnacle Public Adjusters agreed to a one-year subscription with Podium which is scheduled to end tomorrow February 28, 2025. When I called on 01/31/2025 to cancel our subscription (to not renew it), the Podium Representative told me that the subscription would end on 02/28/2025 and that we had already paid for February 2025, as they bill a month in advance, and he told me that no additional payments would be process for our account as we had elected to not renew it. On 02/26/2025, I received a notice from American Express that Podium had in fact processed a charge for 484.50 which would be for the month of March which they should not have done. I have made numerous calls and sent messages to Podium to try to get this fraudulent charge that they made on 02/26/2025 in the amount of 484.50 which would be for March. The hold times are ridiculous and then today Podium messaged me saying that cancellations need to be done in writing etc. I explained that the Podium Representative who I spoke to Never advised me to send that in writing as I would have absolutely sent that 2-minute email to them. This is extremely bad business practice and fraudulent!!!

  Business Response

  Date: 02/28/2025

  Thank you for sharing your feedback with us, and we apologize for any confusion and frustration caused by this situation. We understand your concerns and want to assure you that we are addressing them with the utmost priority.
  Our Customer Success Manager (CSM) reached out to you yesterday, February 27, to confirm the cancellation of your contract, which is scheduled to be processed effective February 28, 2025. Additionally, we confirmed that your last payment will be refunded in full. The charge of $484.50 that you received on 02/26/2025 was an error, and we are working to ensure that this is corrected and refunded promptly.
  We regret that there was any miscommunication regarding the cancellation process, and we will take steps to make sure this doesn't happen again. Your account will be fully canceled, and no further charges will be processed.
  We sincerely apologize for any inconvenience this has caused, and we appreciate your patience as we resolve this matter. If you have any further questions or need additional assistance, please don't hesitate to reach out.

• Initial Complaint

  Date:02/23/2025

  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.

  Subject: Urgent Complaint Regarding Unauthorized Charges – Request for Immediate Refund and Service Termination I am writing to formally lodge a complaint regarding an unauthorized charge of $570 that was deducted from my account for a service I had explicitly requested to be canceled. When I initially signed up with Podium last year, I quickly realized that the service did not meet my expectations. As a result, I immediately requested to terminate my agreement. However, I was informed that cancellation was not possible at that time because the contract was set for a 12-month term. Despite my objections, I complied with the agreement and continued paying $570 per month for an entire year for a service I did not need. Now that the 12-month period has ended, I expected my service to be canceled as per my previous requests. However, not only was my cancellation request ignored, but I was also charged again for an additional 12 months without my consent. I have repeatedly communicated my desire to terminate the service through emails and multiple conference calls, during which I made it clear that I did not wish to continue. Despite my repeated efforts, my messages were ignored, and my concerns went unaddressed. I demand an immediate refund of the $570 charged for March and the immediate termination of my account. Failure to address this matter promptly will leave me with no choice but to escalate the issue further. Please confirm the cancellation and refund as soon as possible. I expect a resolution without delay.

  Business Response

  Date: 02/28/2025

  Thank you for reaching out to us regarding your concerns. We sincerely apologize for the inconvenience and frustration this situation has caused.
  

  After reviewing your account, we have confirmed that your contract will be canceled effective March 12th. We understand the importance of resolving this matter promptly and will ensure that the requested cancellation is processed without delay.
  

  After reviewing your account we have determined that the charge of $570 for March was related to an outstanding unpaid balance from previous months, rather than an unauthorized renewal.

  While we understand your frustration, the charge was made to settle this overdue balance, which was communicated to you in previous correspondence. Unfortunately, we are unable to process a refund for this amount, as it was applied to cover the unpaid balance.

  We deeply regret any inconvenience caused and appreciate your patience as we finalize this process. If you have any further questions or concerns, please don’t hesitate to contact us directly.
  

• Initial Complaint

  Date:01/24/2025

  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.

  In August of 2021 the business I work for reached out to Podium to inquire about their services. We quickly found out it was a service that was incompatible with what we wanted to do, and that was conveyed to Podium very clearly on several occasions in the coming months. For the past three years and five months Podium has harassed not only the business I work for but myself on my personal number relentlessly. I have kind and professional conversations with the phone solicitors and articulate to them that I would like to be put on a do not call list. It does not happen. In fact, the last solicitor to call me told me I will put you on a do not call list IF you give me the owner of the business cell phone number. I block the numbers and they either use different ones or spoof their numbers. I cant put it any more simply: stop calling me. This is the final warning.

  Business Response

  Date: 01/24/2025

  Thank you for bringing this to our attention, and we sincerely apologize for the frustration this has caused you. We take your concerns seriously and can assure you that your contact information has now been placed on our "Do Not Contact" list. You will no longer receive any communications from us moving forward.
  We deeply regret the inconvenience this situation has caused and appreciate your patience in bringing it to our attention. If you ever decide to reconsider our services in the future, feel free to reach out.

  Customer Answer

  Date: 01/24/2025

   
  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.
  
  Sincerely,
  
  **** N

• Initial Complaint

  Date:01/17/2025

  Type:Order 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.

  When I renewed my contract on December 7, 2022, the representative assured me there were no significant changes, only that the company required an updated signature yearly. However, I later discovered that the renewal terms had been altered from a month-to-month automatic renewal (as per the original 2021 agreement) to a 12-month automatic renewal. This significant change was never disclosed to me during the renewal process.I attempted to cancel the contract on December 27, 2024, only to be informed by Podium that cancellation was not possible due to the updated 12-month renewal terms. This lack of transparency regarding the contracts changes feels predatory, and I believe it violates the Massachusetts Automatic Renewal Law (M.G.L. c. 93A), which requires businesses to clearly disclose automatic renewal terms.Over the years, I have dealt with multiple representatives at Podium, and there has been a lack of consistency in communication. During the renewal process, I was misled into believing the terms had not changed. This misinformation has compounded my dissatisfaction with the company.After my initial cancellation request on December 27, 2024, I received no response for 11 days, despite raising serious concerns about the undisclosed changes. On January 7, 2025, I followed up and requested to speak with a manager. Again, my request was ignored until January 10, 2025, when I followed up once more. Podium has repeatedly refused to provide a supervisors contact information, insisting the representative has full authority over the account. This dismissive and defensive behavior is unprofessional and further demonstrates the companys lack of accountability.I am seeking an immediate cancellation of the contract without penalty, assurance of no further charges, and a review of Podiums practices to ensure compliance with transparency laws and improved customer service.

  Business Response

  Date: 01/17/2025

  Thank you for your feedback. We value your concerns and can assure you we have been committed to resolving this matter. While we aknowledge your pereception that the contract terms change was not clearly communicated, the updated 12-month renewal terms were included in the contract you signed on December 7, 2022. While we regret any misunderstanding during the renewal process, these terms were made clear as per the signed agreement.Furthermore, our team worked diligently to address all concerns prior to the holiday break (the gap of time you are referencing) and has continued to make every effort to resolve any further issues, including offering credits, discounts, and requesting meetings to provide support. We remain committed to maintaining a positive relationship and appreciate your understanding.

  Customer Answer

  Date: 01/20/2025

   
  Complaint: 22824280
  
  I am rejecting this response because: Did you read through your sales **** exchanges with me, over 50% of the time I had to reach back out because he did not respond. Nor did he address any of the complaints that I made. He only seemed to care about how he looked in this and did not actually address a single issue I gave. My next step will be the attorney General, as after reading through your complaints it seems that this is an issue with more than just myself and I'm sure that it will be seen the same way Adobe was when they had to stop with their predatory auto renewals. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 01/23/2025

  Thank you for your patience as we work through your concerns. After a thorough review, **** made the decision to release you from your contract. Your Customer Success Manager has reached out to provide more details. If theres anything else we can help with, please dont hesitate to let us know.
  

  Customer Answer

  Date: 01/24/2025

   
  While I acknowledge that this resolution is satisfactory to me, I must still insist that you review your practices and speak to the *** who refused my requests for a supervisors information. I have never dealt with such blatant disrespect from an individual whom is supposed to ***resent a company. If this kind of customer service continues it will damage your ***utation and customer satisfaction further than it already has. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:12/26/2024

  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.

  This all started in 2021 when someone from their company (****** *********) contacted me, after going through a demo i told ****** that i had already contracted with another company and if things didn't work out i would call them back and we could try to use Podium, well they would no take no for an answer and would not stop calling me, now this has been going on for 3-4 years!!!! they will not stop calling, they try to go around me and they have contacted everyone in my firm. i have asked nicely, i have threatened them with law suits, i have threatened them that i was contacting the BBB and here i am, i just want them to stop calling me, if i block their number they just call on another number

  Business Response

  Date: 12/27/2024

  Thank you for sharing your experience, and I sincerely apologize for the frustration and inconvenience this has caused. I understand how persistent contact, despite your clear wishes, can be extremely disruptive.
  We have taken immediate action to place your contact information on our "Do Not Contact" list, which ensures that no further communication will be made from our company. We also take your concerns seriously and will review our processes to prevent situations like this from happening in the future.
  If you receive any further communication, please feel free to reach out to us directly, and we will address the matter promptly. Thank you again for your feedback, and we deeply regret that this situation has caused you distress.

  Customer Answer

  Date: 12/27/2024

   
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:12/18/2024

  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.

  We tried to cancel our contract prior to the 30 days after signing. We kept being transferred and our original contact never got back in touch with us. Conveniently our case was transferred to another person the day our 30 days was up and they proceeded to tell us we weren't within the time frame to cancel. We never finished the onboarding process and they continued to charged us almost $700 a month and now for the last year have been harassing us telling us we owe them $3,833.64 for services that were never provided. They are a scam of a company and need to be shut down.

  Business Response

  Date: 12/23/2024

  *******, thank you for reaching out and sharing your concerns with us. We apologize for the frustration you are experiencing. Your customer success manager reached out to you today and left a message with the office. We would love to talk with you and address your concerns. 

• Initial Complaint

  Date:11/08/2024

  Type:Order 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.

  Company refuses to cancel services, or turn off the services we are cancelling. Continues to charge us for services we are not using. Went 3 years without speaking to anyone at company, and only reached out when we tried to cancel. Company **** keep repeating that they are operating under previous contract and fail to grasp that the contract does not require us to complete anything beyond the initial ******* this point, by refusing to turn off their services they are interfering with our business operations.

  Business Response

  Date: 11/11/2024

  Thank you for reaching out to us. We understand your frustration and regret any confusion or inconvenience caused.
  After reviewing your account and contract details, we can confirm that we have processed the cancellation of your services, effective at the end of the current term on May 6, 2025. This means that no further charges will be applied after this date, and your services will be fully terminated at that time.
  We apologize for any difficulty you've encountered in trying to address this matter. Our team will ensure that no further services are provided beyond the end of the term, and we will take steps to prevent any further billing. Should you need any assistance during this transition, please dont hesitate to reach out, and we'll be happy to support you.
  We appreciate your understanding and value your business. If you have any further questions or concerns, please feel free to contact us directly.

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22530672
  
  I am rejecting this response because:

  It is the same line that they have been feeding us for over a week. We wish to terminate services immediately, with no further charges. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 11/14/2024

  Thank you for your message. I want to clarify that you are currently under an annual contract, which remains in effect until its scheduled end date. As such, we are unable to accommodate an immediate termination of services without fulfilling the terms of the contract.
  The contract specifies that services will continue through its completion, and we will honor the agreed-upon terms until the end of the term. Once the contract reaches its conclusion, we will discontinue services as requested.
  If you have any further questions or need additional clarification, please feel free to reach out. We appreciate your understanding.

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22530672
  
  I am rejecting this response because: The company is still repeating their standard line of remaining under contract. They are holding up access to one of our business lines for text services and have also deleted all of our past conversations from their system. So they wont terminate the contract, but they still deleted all our customer interactions from their system.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 11/18/2024

  Thank you for your message. I want to address your concerns and clarify a few points:

  First, we want to assure you that we have not deleted any of your past conversations or customer interactions. We understand how important this data is to your business, and we are happy to provide you with a full export of your data upon request. Please let us know how you would like to receive this information, and we will promptly arrange it.

  Regarding the claim about your text line, we apologize for any frustration this has caused. We are happy to assist in porting away your number to another provider if that is your decision. Please reach out to us with the necessary details, and we will guide you through the process.

  Lastly, we would like to remind you that the agreement you signed is valid until May 2025, and we are unable to terminate the contract prior to that time. We understand this may not be the outcome you were hoping for, but we are committed to ensuring you have the service and support you need until the end of the contract term.
  If you have any further questions or concerns, please dont hesitate to reach out. We are here to help.