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Business Profile

Education

Thinkific

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Education.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 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:27/09/2023

    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.
    I have been attempting to cancel this subscription for over a month. The assistance provided to reset my password and get into the owner portal has not lead me to the subscription to cancel. I have emailed Julie numerous times and she can see my account but has not cancelled as I have requested. I’m being charged for a product I’m not receiving. I have reset every account listed when I requested the password reset.

  • Initial Complaint

    Date:03/02/2023

    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 reached out to them to update our contact information when we had internal turnover. They neglected to do so and continued to send invoices to the wrong account and then claimed we owed them gobs of money after our original term of 12 months had already expired. I was not given notice or ability to cancel my account because they did not update my contact information. **** *** ********** ** ****** *** ** ***** *** ********** *** are still demanding payment. This is all with a Thinkific "Plus" account that is supposed to have a concierge tier level service - they didn't even know anything about our account and claimed the person who signed the contract wasn't even on the account. They did not deliver any service in exchange for the payment they are demanding. They have predatory billing and cancellation policies and are still demanding payment, which should be expunged.

    Business Response

    Date: 16/02/2023

    Angelica here from Thinkific. Thank you for reaching out and sharing ********** complaint.
     
    After reviewing our ticketing system and talking to their customer's Success Manager, we could not find any request related to a change of their personal contact information. 
     
    By default, our customer's invoices will automatically be sent to the email address listed under the Site Owner when they sign up for a paid subscription.
     
    If they change the Site Owner details at any point, they will need to contact us in order to update the billing contact details. However, ******** ******, nor another person from ********* Healthcare, contacted us to change their billing information. 
     
    On June 6, 2022, the customer, ******** ****** contacted us, requesting the amount owed to continue their subscription, and we informed her of |the exact amount: $16,200.
     
    Our Billing Team contacted the Thinkific Site ********* Healthcare (through the email we had on file: *************************************) to discuss the overdue billing; however, we did not get any response.
     
    The customer, ******** ******, claims they did not have the option to cancel their account. However, they did not reach out to us looking for support with their Thinkific subscription cancellation, nor did they update their Site owner information. Keeping the sign-in credentials updated, is the customer's responsibility. 
     
    Finally, the customer ******** ******, claims that Thinkific is demanding payment, attempting to profit off of our own negligence; however, the Thinkific Site *********************************** was not downgraded to our Free Plan, and kept their Plus subscription active, enjoying the features that this plan offers. We offered a service, and the customer had access to it.
     
    On February 7, 2023, we were able to reach an agreement with ********* Healthcare. The customer, ******** ******, was informed about this and agreed on the payment terms: "payment in the amount of $8,100 which represents 50% of the total due and owing".
     
    Therefore, we kindly request to reject the customer, ******** ******'s complaint, based on our response.
     
    If you need further information, please reply to this email. 
    Take care,
     
    Angelica L. (She/Her) // Thinkific

Thinkific is NOT a BBB Accredited Business.

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