Complaints

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

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  Zywave, Inc.

  10100 W Innovation Dr Wauwatosa, WI 53226

• 

  Zywave, Inc.

  10700 W Research Dr Ste 400 Milwaukee, WI 53226-3458

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:04/25/2025

  Type:Sales and Advertising 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.

  Zywave sent us a notice of a change in pricing in January 2025. The change appeared to be a reduction when it was in addition to what we were already paying. Zywave engaged in deceptive business practices concerning notification of the price increase. Furthermore, they are trying to coerce us into a multi-year contract to reduce the price increase. The price increase they are imposing is a 67% increase over last year's pricing.

  Business Response

  Date: 04/28/2025

  Attached please find Zywave's response.

   

  Customer Answer

  Date: 04/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Their "notice"  January 27, 2025 was deceptive.  They are not taking responsibility for the deceptive nature of that notice.   The prices noted at the bottom of that email is NOT presented as an increase.  It is presented as the updated pricing effective 5/3/2025.    It is titled New Product Pricing.   

   
  Regards,
  
  ****** *******

  Business Response

  Date: 04/28/2025

  Zywave's position has not changed since its initial response on April 28, 2025. 

• Initial Complaint

  Date:02/05/2025

  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.

  The company I work for (********) signed a contract with Zywave on 6/1/2022 for their Sales Cloud software. We were told we would have access to work comp data. This was the deciding factor on why we selected Sales Cloud as our tool for lead *** instead of other options. After we started using it, a notification appeared stating that "in June of 2022 the State of Minnesota notified us that workers compensation data is no longer available for commercial purposes due to a newly enacted law, therefore this data will not be updated". Zywave has not been able to provide the services demonstrated to us when we made the decision to enter into a contract. Because of this, we requested to cancel Zywave's Sales Cloud software tool. At first, they would not let us cancel the software, only gave us the option to switch to another one of their software tools. We obtained an attorney and had a meeting On 9/2/2024 and all parties agree that Zywave will no longer charge ******** for Sales Cloud Starter Suite ($7,466.24). We purchase 3 software tools from them. They would not agree to remove Sales Cloud from the invoice, they said they would apply full credit for the tool so we would no longer be charged. On our next invoice (September 2024) we were charged the full price for the tool (we were on auto draft). On our next invoice (Dec. 2024) we were credited for all tools to make up for the charge, but it was over $993.75 less than what they owe us. They agreed to apply the $993.75 on our next invoice. I received our next invoice yesterday and we are charged the full price for the sales cloud and no additional $993.75 credit. At this point, we're looking for Zywave to fully remove Sales Cloud from all future invoices, and agree to credit us for the remaining balance they owe. They are not upholding what they agreed to and are causing us unnecessary work and chasing them each quarter when we receive our bill. Communication is poor and takes multiple attempts.

  Business Response

  Date: 02/05/2025

  Attached please find Zywave's response. 

• Initial Complaint

  Date:08/28/2024

  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.

  We entered into a two-year contract (2/27/2023 - 2/26/2025) with Zywave on 12/22/2022 to use their insurance premium rating system called Turborater. We decided to switch to Turborater because the previous system lacked a critical insurance program. Zywave's sales *** assured that Turborater included this program. However, after starting to use Turborater, it was discovered that the program was not included. So we asked the sales *** to allow us to cancel our contract at any time after a year. And this is what the sales *** ***lied to us: Good morning, ******, I would work with my legal team to get you out of the contract. I did not sell you TurboRater based on False pretenses I thought we had all the Mapfre programs, and This is why you signed up with us. You already had this issue with ****** and I do not want you to have that same issue with is. On 7/24/2024, I emailed the sales *** about the cancellation process. Our sales *** was ***laced by a new *** and despite the sales ***'s assurances we faced difficulties in the termination process with the new *** and our case was eventually transferred to Zywave's legal department.Zywave's failure to provide the promised program has caused significant operational disruptions and financial losses for our business. If the program had been included, we could have enhanced our revenues and better allocated our system budget. Given these circumstances, we request a full refund of $2185.40 and compensation for the financial and operational damages incurred. If a refund is not possible, we seek an immediate termination of our contract.

  Business Response

  Date: 09/03/2024

  Attached please find Zywave's response.

  Customer Answer

  Date: 09/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I claim that your sales representative sold us your product under false pretenses, and I claim that your company breached the contract and that the contract is invalid. 
  
  Regards,
  
  *********************

  Business Response

  Date: 09/04/2024

  Zywave's position has not changed from its initial response. Zywave's customer success team has reached out to discuss the product.

• Initial Complaint

  Date:05/21/2024

  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.

  I signed a contract with Zywave in August 2023 and was told in my contract that they would take one monthly payment each month. However, in February and March they failed to take a payment. In April they took out three payments the 9th, 23rd, and 30th and again may 15th. each payment was $312.44. They are supposed to take the payment out on the 15th of the month. When I asked them for paperwork showing they can draft three payments in one month, I am being ignored.

  Business Response

  Date: 05/21/2024

  Attached please find Zywave's response.

  Customer Answer

  Date: 05/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  After making my complaint, *********************** did reach out to me; however, the issue I have is they took THREE payments in ONE month.  I realize I still had access to the platform in Feb and March. (I was not opposed to paying for the service, I am opposed to the manner that was taken) The glitch in their system may have prevented them from accessing my payment but they DID NOT have to take ALL THREE payments in ONE month.  I explained to him that since the issue was not on my part, they could have taken an extra payment in April and another one in May.  Instead, they drafted all three payments and then a May payment all within 3 weeks.  After speaking with **************, my account was removed from auto draft.  Zywave still failed to show me in the contract where it allows them to withdraw all payments at ONE time.  I asked them to cite the wording and they failed to do so.  They simply say I signed a contract for monthly drafts.
  
  Regards,
  
  *****************************

  Business Response

  Date: 05/23/2024

  Zywave's position had not changed from its initial response.

• Initial Complaint

  Date:04/04/2024

  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.

  I would not recommend!!!Nothing but a headache.I spoke with *****? ******* who is Regional Manager for Zywave and explained to him that I wanted to be able to access the information to see if it was a good fit before I paid the $3000+ bill. I was allowed to access the information and determined it was not a good fit. I informed *********************** of my decision. I must have had at least ten calls from Zywave's billing ***** I reached out to **** and asked him why am I being harassed when this was canceled. Each time he said he would to speak with billing.After months of not receiving calls from billing I thought it was resolved, then I was received a call from a collection agency.I would not recommend this company!! Nothing but a headache.

  Business Response

  Date: 04/08/2024

  Attached please find Zywave's response to BBB Complaint No. 21530369

   

   

  Customer Answer

  Date: 04/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  ********** was not part of the discussion I had with *************************. 

   

  I explained to ****************** that I did not want to enter into a commitment until I had a chance to determine that Zywave would be a good fit.

  I literally tried it for one week and was not satisfied that it would fit my needs. I informed ***************** immediately that I would like to cancel. He said he would notify billing.

  I continued to receive many calls from billing over the next year+, each time I explained that this should have been canceled. I also call ***************** asking why I am being harassed by your billing team.

  Now they have sent it to collections. 

  contract or not, It is clear from *************** did not want uphold his verbal commitment. I would never have taken a chance and spent $3000+ dollars on something without having an opportunity to try it!!!!

   

  
  
  Regards,
  
  ***************

  Business Response

  Date: 04/09/2024

  This response is in response to Yard's Response on 4-9-2024. Zywave's position has not changed from its initial position set forth in its 4-8-2024 response. The contract was effective upon signing and contained an initial two (2) year term. 

• Initial Complaint

  Date:01/20/2024

  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.

  The program access, I thought I was purchasing, ended up not being able to provide me with the information I wanted. I had a meeting with a company representative who walked me through the program. I told the representative that what was being shown to me is not what I wanted and not what I was told I would be receiving. I asked to cancel my account and was told that is not typical policy. She then approved the cancellation of my account starting the next month. That was in 2020. Unbeknownst to me, Zywave kept billing me through June 2021. It was not until October of 2023 that I found out they sent me to collections. The email address I used in 2020 was a company provided email address and I stopped working for that company Jan 2023. Had Zywave made any attempt to contact me at any point between October 2020 and January 2023 I could have sourced my email for confirmation of my account cancellation.

  Business Response

  Date: 01/31/2024

  Attached please find Zywave's Response to Complaint No. ********.

• Initial Complaint

  Date:12/14/2023

  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 cancelled their service over a year ago due to their product not providing the service that I had signed up for. The software did not work and after hours on the phone with their customer service and finally cancelling due to the fact the software did not work and did not work as was promised, I cancelled it over a year ago. I have called and sent multiple emails to cancel, yet they have continued to charge me and are now harassing me for payment. This company is not only unethical but are selling something that does not even have the capability of doing what they say it does.

  Business Response

  Date: 12/19/2023

  See attached document. 

• Initial Complaint

  Date:11/09/2023

  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.

  On 1/27/23 I spoke to ********************* from zwayve. Letting him know I sign this contract he needed to make his quota, I was referred to ****. He had mentioned I can just sign , I told him I was not ready to transact business, I am in the process of moving and I needed to get my self situated, he ask to sign and he could put April 1st to start the contract, on March 3rd I send an email and call **** to let him know I won't move forward with this program. He stop answering my calls, and every time I send email I would like to cancle , billing department still keep sending me bills. On the 8th I received a call from collections that I have outstanding ********. I reach out to zwayve and again billing department sent an email saying that I am way past over due to call collections department. I called the company and the representative looking at notes and say ********************* send email to billing department states that I have signed a contract. I ask to speak to manager , I can't get transferred, billing manager say that doesn't belongs to her. It need to be ******************* manager. Which i was told I will get a call back

  Business Response

  Date: 11/10/2023

  See attached document. 

• Initial Complaint

  Date:10/02/2023

  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.

  It appears Zywave takes no responsibility whatsover for misrepresenting their product and for pitiful customer service. The company tottaly disregard all phone calls or emails to resolve the matter and provide no response to our inquiries. We tried for months and months. Zywave constatly hassment with outrageous bills despistes I sent my bank information that payments are being made by check and posted. The right thing to do is to release us from the contract and provide a CORRECT FINAL BILL as they not even able to return a phone call. Zywave have to stop abusing the small businesses they pretend to serve. I can guarantee I will never purchase another product from you again, AND I WILL NEVER RECOMMEND THIS S*** COMPANY!!! I WILL BE DEFINATELLY WRITING REVIEWS TO INFORM THE PUBLIC OF SUCH BAD BUSINESS SCAM!!Regards,

  Business Response

  Date: 10/04/2023

  See attached document. 

  Customer Answer

  Date: 10/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Please find attached my contniuosly atempt to resolve the matter and Zywave disregard.  NO CALL BACK OR EMAIL.  I paid ALL the montly invoices received.  If Zywave failed to send monthly invoices (My mailling address and email never changed), they should  at least be take responsibility.  I am NO surprise Zywave don't take accountability for they actions, becasue it is a shame business to start with.  The only thins Zywave does is disrespect and misrepresent the cusromers they pretend to serve.  Zywave keep falselly stating that I don't want to comply with the terms of what they called "Contract",  again it's shame to say the least if they don't respond to any of my voice messages to emails.  Again,  I paid for ALL invoices received,  and if they pitfiful billing/ accounting can't reached out to the customer isn't my fault.  ******************** isn't trustworth and the public shall be informed of sahmefull company they are.  At least your VP should have the decency (if any) to reach out to me to resolve this matter instead of pointing the finger at me.  Does anyone at Zywave have at least some decency?  Stop ignoring my calls and emails and respond to my request.  

   

   
  
  Regards,
  
  ********************************* - President

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

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

  Global Alliance Insurance 

  Business Response

  Date: 10/10/2023

  This is Zywaves response to Bitencourts October 10, 2023 response. Zywaves position has not changed since its October 4, 2023 response.

• Initial Complaint

  Date:09/26/2023

  Type:Sales and Advertising 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.

  The company in question (Zywave) is attempting extort through their 30 Day cancellation policy 30 days plus the 20 days we've already paid for the current billing period. We do not believe this is fair since the product which we've paid for was diminished during the last 18 months (meaning the services related to the plan we originally signed up for were discontinued with no change in the monthly fees were charged). Even after this concern/discrepancy was communicated in a January 24, 2023 email Zywave simply pivoted to requesting that our company enroll into a more costly plan with a new contractual commitment. In our desire to minimize the potential disruption to our business (a ******** Certified MBE) we decided to continue to pay until a better more cost-effect solution presented itself. We've shared this with the supporting documentation below to show that Zywave has had a history of engaging in questionable business practices. We are extremely dissatisfied with Zywave's attempt to extend the period of cancellation and obtain another full month's fee. In our last communication to Zywave we stated The request for cancellation was submitted today on 9/26/2023 with a 30 Day Notice means it should end on latest 10/26/2023 which means a pro rata should be applied from your normal billing cycle of 10/18 to 10/26. We should not be paying for an additional full month plus the 20 days remaining on this billing period which we have already paid for.

  Business Response

  Date: 09/28/2023

  This letter is in response to **** Preddies (*******) complaint against Zywave, Inc. (Zywave).
  Thank you for bringing the matter to Zywaves attention and allowing Zywave to present its position
  regarding the complaint. Zywave takes customer concerns very seriously and will be proactive with
  the Better Business Bureau regarding this matter.
  Zywave and ******* entered into an agreement, effective March 18, 2019, for monthly website
  services. The agreement allows either party to provide a thirty (30) day notice to terminate the
  agreement at the end of the then current monthly term. The monthly term ends on the 17th of each
  month pursuant to the effective date. ******* provided notice on September 26, 2023 to terminate the
  website services. Therefore, the end of the current term thirty (30) days past the date of notice would
  be November 17, 2023.
  Zywave has and will continue to abide by the terms of the agreement with its customers. Based on the
  complaint, it is clear that ******* does not want to maintain the contractual obligation with Zywave.
  Please feel free to contact me with any questions regarding the complaint. Thank you for your attention
  in the matter.

  Customer Answer

  Date: 09/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I've attached the only document/agreement provided to our company since our initial subscription with ITC for two purposes, first to demonstrate that we were never informed of a cancellation policy during our initial subscription and secondly to highlight the key services which ITC promised to deliver. This listing of their key services is being presented so we can submit that its not our company who is attempting to alter or default on our agreement but its in fact who has a history as seen in the emails attached and the lack of response shown whom has altered the agreement. Additionally referencing the documents I've attached this email from an ITC Account Executive responding to our concern about the costs we were paying (and continued to pay) by his own words you can see his recognition that key services were discontinued while we were being charged the full cost and once again in his own words his desire to seek possible credits which would be returned to our account. No credits were ever applied or returned to our account and in fact ******************** continued to bill us at the original rate. I find it extremely distasteful that Zywave would imply that we would attempt to circumvent the specifics of the agreement we entered into with them when we call into question the ethics of a 30 Day policy we've never received or had been presented with. Additionally I believe we've and can continue to show that Zywave has demonstrated a history of altering the key deliverables of the agreement we entered into with them no communication to us and secretly continuing to bill us at the same rate, for services we were clearly promised, which they discontinued. For over a year our company was billed for discontinued services with Zywave's clear acknowledgment and no recompense. At this point of cancellation shouldn't Zywave do the right thing and apply some of the 'owed credits' to these cancellation fees? 
  
  We're extremely dissatisfied with the manner in which Zywave has treated its loyal faithful clients and the way they represent their brand.
  
  ***********************

  Business Response

  Date: 10/03/2023

  See attached document. 

  Customer Answer

  Date: 10/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have no idea who Bitencort refers to, we are ******************** We have no association or relationship to the party named in Zywave's response. There appears to be some confusion on the part of Zywave regarding to whom they are responding. 
  
  Regards,
  
  ***********************