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Business Profile

Project Management Software

StartupFuel Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Project Management Software.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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 type

  • Initial Complaint

    Date:15/04/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 organization engaged with Startup Fuel based on representations of a service that was yet to be developed, and we were misled about its capabilities.

    Despite signing a proposal and making a payment for three months of service, the onboarding process was delayed due to the CEO's scheduling conflicts. When the onboarding finally took place, the information provided was generic and did not reflect any tailoring to our specific needs.

    After requesting login information, I had to track them down on ******** to urge them to provide the information, as I needed it for a presentation to my board of directors. This ****************** ******* **** *** unpreparedness of the software to meet our service needs, led us to request the cancellation of the service and a refund on March 20th.

    Despite multiple reminders sent via email and text, we did not receive a response until April 1st, when the CEO, Ashley M*****, confirmed that he was checking on the status of the refund, we have not heard back from them since then, and no refund has been issued to date.

    ************* ** ********* *** ********* ** ******* ******* ****** *********** ************ ********** ********** *** ******* **** ****** ** ** * ******* ** ** ***** ******** ********* ********* ** ******* **** ******* **** ** *** ********** *** *** ** **** ***** ********* **** ***** 
    Given the misleading information provided, *** **** ** **************** and the failure to deliver on promised services, we are deeply disappointed with our experience with Startup Fuel. ** * ********* ************ **** ******* ********** ********** **** **** *** **** ******** ****** *** ****** *** **** ****** *** ******* ** ******* *** ******** 
    We demand a full refund of the payment made for services that were not delivered as promised. We expect a prompt resolution to this matter and a refund issued immediately.

    Business Response

    Date: 10/05/2024

    We appreciate the opportunity to address a recent customer complaint about our company, StartupFuel. Our company values customer feedback as it helps us continually improve our services and ensure that our offerings meet the needs and expectations of our clients.

    After carefully reviewing the complaint, we maintain the position that the features the customer had requested were present in our product, but the customer may not have completed the onboarding process required to access and fully utilize these features. We encourage the customer to complete the onboarding process so that they can experience the full range of our services.

    We also want to acknowledge our corporate policy regarding refunds. Typically, we do not provide refunds as part of our policy. However, as a gesture of goodwill, we are issuing the customer a refund and offering three months of free usage of our product. We hope this allows the customer to experience the value of our offering.

    We hope this resolution will be satisfactory for the customer, and we appreciate the opportunity to work towards an amicable solution. Thank you for your time and assistance.

    Best regards,

    StartupFuel Team

    Customer Answer

    Date: 16/05/2024



    Complaint: ********



    I am rejecting this response.

    I am writing to formally express our dissatisfaction and restate our complaint regarding the services provided by Startup Fuel. The response to our previous complaint is not satisfactory for the following reasons:

    Misleading Information *** ************** ******** Our organization engaged with Startup Fuel based on representations of a service yet to be developed, and we were misled about its capabilities. Despite signing a proposal and paying for three months of service, the onboarding process was delayed due to the CEO's scheduling conflicts. When the onboarding finally took place, the information provided was generic and did not reflect any tailoring to our specific needs. Additionally, after requesting login information, I had to track them down on ******** to urge them to provide the information, as I needed it for a presentation to my board of directors. **** **** ** *************** *** the unpreparedness of the software to meet our service needs are unacceptable.

    Failed Refund Process: On March 20th, we requested the cancellation of the service and a refund due to the issues mentioned above. Despite multiple reminders sent via email and text, we did not receive a response until April 1st, when your CEO, Ashley M*****, confirmed that he was checking on the refund status. We never heard back from them again.

    It has been two and a half months since our initial interaction with Startup Fuel. During this time, we were compelled to secure an alternative service provider. Consequently, we are not interested in utilizing any credit offered by the business. This decision is based on the fact that the business was not prepared to provide the service when we needed it, due to the features still being in development and the delayed onboarding process. This failure to meet our expectations and requirements renders the offered credit valueless to us.

    We insist that, as stated by the CEO of the business in the written communication on April 1st, the refund was already being processed. The refund policy referenced in the company’s response does not account for situations where the business fails to deliver the advertised service. Given this failure, we are not interested in any onboarding process but solely in obtaining a full refund.

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

    We reiterate our demand for a full refund of the payment made for services not delivered as promised. We expect a prompt resolution to this matter and a refund issued immediately. **** ** *** * ******** *** * ****** **** ** ******* ** **** *** **** ***** *** **************

    ******** *******
    *** * ****** *********** ********
    5/16/2024

    Customer Answer

    Date: 27/05/2024

    I want to confirm that the refund was finally performed and executed. I appreciate your support during this process. I guess at this point the case can be successfully close. 

StartupFuel Inc. is NOT a BBB Accredited Business.

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