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Better Business Bureau® Profile

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, * ****

We’re sorry to hear that our billing policies may have been a bit confusing for the customer. I was able to locate the initial support ticket with the refund request. Our support team was able to find a resolution for this customer and has shared that update with them directly. To add some clarity, we are a self-serve platform we rely on account owners to read the Terms of Use. Subscription options and conditions are included for customers to view and agree to on the sign-up checkout page when processing the payment for an account upgrade, and listed within our Terms of Use: * When a customer upgrades to any of our plans, they can cancel auto-renew at any time. This customer’s case has been reviewed by our management team, and we’re happy that we were able to continue working with them directly to find a resolution.

I signed up for one month's use. I did not request nor continue a renewal. I was charged for the following month even though I discontinued use in the previous month. Upon requesting a refund the company stated in an email: The auto-renewal setting you mentioned, and which is mentioned during the checkout process, is applied to all accounts by default. Although the company is aware that I did not renew for the following month, nor did I use the service, they will not provide a refund. I find this sort of behavior unacceptable. If you can prove that a customer is not using your service and requests a refund in the same month they are charged, the company should provide that refund. It appears to me this is their way of charging extra fees to their customers without offering the service.

Need to file a complaint? BBB is here to help. We’ll guide you through the process.

Scam! The surverymonkey has NO customer service. LITERALLY NO PHONE NUMBER. They do not respond to emails (or at least not quickly enough) We sent out a survey and they website is charging us $400 to see the results because we had more than 40 responses! They don't have a monthly memebership fee, only annual. And no one-time option

Scam! The surverymonkey has NO customer service. LITERALLY NO PHONE NUMBER. They do not respond to emails (or at least not quickly enough) We sent out a survey and they website is charging us $400 to see the results because we had more than 40 responses! They don't have a monthly memebership fee, only annual. And no one-time option ...

What do you think? Share your review.

The company provides free, customizable surveys, as well as a suite of paid back-end programs that include data analysis, sample selection, bias elimination, and data representation tools. In addition to providing free and paid plans for individual users, SurveyMonkey also offers large-scale enterprise options for companies interested in data analysis, brand management, customer / employee feedback, and consumer-focused marketing.

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