Complaints

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:08/16/2024

  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.

  On April 3, 2024, I canceled a trial membership, but the company still submitted an ACH debit to my business banking account in the amount of $684. While I have submitted documentation that the account was canceled and erroneously charged, Better Cater refuses to provide me with a refund. Better Cater's terms and conditions indicate that the initial payment is due after the agreement is executed. According to the email from March 27, 2024, my 30-day trial concluded on April 3, 2024, leading to the reasonable conclusion that the payment would not be processed on the same day the trial ended.I received a confirmation email of my cancellation from Better Cater at 7:14:17 a.m. on April 3, 2024. However, Better Cater issued a receipt for charging my canceled account at 7:02 p.m. on April 3, 2024, twelve hours after the cancellation and before the end of the 30-day trial period.Furthermore, **************** from Better Cater has stated that the subscription continues unless it is canceled, with no refunds or credits issued upon cancellation or termination. I maintain that the account was terminated before the end of the trial period, yet I was billed after the confirmation of my cancellation. *************** further asserts that Better Cater does not owe me a refund for their erroneous ACH. While I would prefer to receive a refund I want to notify the BBB so that other customers are not taken advantage and lose money on a service they are not utilizing.

  Business Response

  Date: 08/29/2024

  Dear Better Business Bureau,
  
  Thank you for bringing ***************************' concern to our attention. We take all customer feedback seriously and appreciate the opportunity to address this matter.
  
  At Better Cater, customer satisfaction is our top priority. We have a longstanding policy of working with our customers to resolve any issues, including issuing refunds when appropriate, even after the trial period has ended. We regret that ************** experienced dissatisfaction with our service.
  
  In this instance, ************** initiated a chargeback through her bank without first contacting us. Had she reached out directly, we would have been more than willing to address her concerns and offer a refund. We always work with our customers to find mutually satisfactory resolutions. As a result of her chargeback, we were required to present evidence to her bank to demonstrate that the charge was valid according to the terms of service.
  
  While we respect **************' right to dispute the charge, her bank has reviewed the evidence and determined that the charge was legitimate according to our terms of service. Given this impartial third-party assessment and the costs we've incurred in the chargeback process, we believe upholding the bank's decision is appropriate in this case. Issuing a manual refund now could create the risk of a double refund if the bank were to reverse its decision later.
  
  We want to reiterate that if a customer, like **************, contacts us directly with a refund request, we are always willing to work with them to resolve any concerns, including issuing refunds when appropriate. However, in this case, ************** chose to initiate a chargeback first. Consequently, the decision regarding the charge is now in the hands of her bank, which has already reviewed the situation and made its determination based on the evidence provided. For these reasons, we believe upholding the bank's decision is the most appropriate and fair course of action for all parties involved.
  
  Thank you for your attention to this matter.