Complaints
This profile includes complaints for Act!'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/10/2025
Type: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 12/31/24 I purchased the new version of Act to replace an older version of their software. I let them know my version was from 2013 and wanted to be sure all my business information would transfer over properly as this is a customer retention database. They assured me it would and as long as I paid that day they could lock me into the special price of $330.48. They said typically they can transfer immediately but it could take 24 hours. They were unable to do this, and told me the only person that could fix the problem was out sick and would be in the next day.I received an email the next day saying that they had fixed it, but when I logged in, it still did not work. This went on for more than a week. I also have all emails detailing these conversations. When it finally transferred, I saw all my appointments were incorrect due to another transferring error. Act set up 2 appointments to correct this and they failed to keep them (I did not receive call). Again, I have proof. I was told by a local Act office that their (overseas) answering service keeps making specified appointments when Act does not give specific times, but rather a window. Regardless, they failed to call both times. So my system does not work, my business information is incorrect, the new system is inefficient and there is a lag each time you attempt to use. I told them I am unhappy with service & requested a refund. They fully refused and offered to correct issue, but I told them I have already tried this twice and both times the company did not keep their appointment. I have asked for a supervisor and was told they would call back, and again they did not. Also spoke to a different department and they said supervisors do no speak to consumers. I have had this service for 5 weeks now and have not been able to use once. They would not even credit me for time lost. I have been using my old computer with the old software so that I am able to continue to run my business. I am requesting a full refund.
Business Response
Date: 05/23/2025
We appreciate the opportunity to respond to ***** Caseys concerns and sincerely regret the frustration she experienced while transitioning to our updated platform.
On December 31, 2024, she purchased a 1-user cloud subscription to replace an older version of our software from 2013. As part of our standard onboarding process, we scheduled an onboarding call on January 13, 2025, and she uploaded her data on January 14. Our Cloud Operations team confirmed the upload was successful, but due to a permission configuration issue, she initially could not access her database. This was escalated and resolved the same day, and she was able to log in following additional support on January 17.
We understand ***** continued to experience issues with calendar data and expressed dissatisfaction with appointment scheduling and communication. We apologize for any missed connections and the inconvenience this caused. While we offered to provide Enhanced Support at no charge to continue assisting in resolving these issues, she opted instead to request a full refund and filed a chargeback through her credit card provider.
As of now, the full amount of $330.48 has been refunded, and the issue is considered resolved from a billing standpoint.
At Act!, we are committed to supporting our customers through transitions like these and strive to make every interaction a positive one. We regret that we fell short of expectations in this instance and will use this experience to improve our support processes.Initial Complaint
Date:04/19/2024
Type: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 paid Act.com $154.72 on Feb. 6, 2024 for a annual contract for their service. They have now said they no longer provide the service I paid for and have not received a refund. Upon contact their account manager over renewal ****** would not give last name or give them to their boss, they confirmed I paid and we entered into a contract, and acknowledged I paid for annual subscription in full. But just said we don't offer that annual subscription anymore, but they had my money since Feb. 6, 2024. company: Act! LLC, *******************************************************************************************,Business Response
Date: 08/08/2024
****************,
Thank you for taking the time to to post a review.
It is true that we made the business decision to end the service to which you were subscribed. It is also true that we processed a full refund for your prorated subscription on April 15, just as we did for all customers ************************* by the end of life for that software product. Our system indicates you then chose to put this refund toward the purchase of a new subscription on our flagship cloud product. Our CEO has been leaving messages with you to get clarity on the exact nature of your complaint, as it does not seem to align with the sequence of events. If you could kindly return his call, that would be helpful in better understanding what more we can do. Thank you.
Initial Complaint
Date:02/26/2024
Type: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.
Last year I told them I did not want to be put on auto-renewal since i was retired. This weekend the auto-renewal kicked in and they charged me $600. I called to next day to reverse the charges and disconnect my account. They would not do so and told me to call them back a year from now. This after I had been a customer for about 8+ years. I am working with my bank to see if they can get it resolved.Business Response
Date: 02/28/2024
******,
Thank you for bringing this to our attention.
As our CEO, ******************, I'm sure made clear, we want to apologize for the automated renewal payment that was processed on your account. I'm glad that, after speaking with you, ***** was able to reverse that charge and send a credit memo for the full amount to your credit card. You should see that refund shortly, if you haven't already. I just wanted to take a moment to thank you for your many years of loyalty to Act! and apologize for this mix up.
You'll be glad to know that as a result of this situation, we have made wholesale changes to the way we process our renewals and the latitude we now give that team to make discretionary decisions in situations like yours.
Thanks for using Act! for so many years, and thanks for making Act! better by pointing this out to us.
Customer Answer
Date: 03/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*********************************
Initial Complaint
Date:09/06/2022
Type: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.
Date of transaction: September 6, 2022 Amount paid: $7308 Tried to cancel service on the date of renewal and was told that there's nothing that can be done. They are going to charge for a full year of service for a product that we are not using. Refused to reverse the charge or even give alternate options. Acct# *********Business Response
Date: 06/15/2023
We are sorry to hear that your renewal date came as a surprise. Our systems show that you received several renewal reminder emails in the months leading up to your renewal date. From the contacts we've had over the last year, it does seem as though Act! is a part of your marketing automation and customer management process, and we are thankful that you continue to use our products at ***************.
Thank you BBB!
*****
***********************
Chief Marketing Officer
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