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Business Profile

Computer Software

Otter.ai

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software.

Complaints

Customer Complaints Summary

  • 46 total complaints in the last 3 years.
  • 23 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:02/07/2025

    Type:Customer Service 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.
    Otter AI is overcharging me, and keeps charging me even though I cancelled. They will not let me delete my credit card information, they will not give me a refund. They do not have a customer service number to handle any issues, they solely rely on AI for all there complaints. They keep charging my cc without my permission for people in my company and they are not even joining or using their product. I've reach out to them several times and still this is happening.

  • Initial Complaint

    Date:02/04/2025

    Type:Service or Repair 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 activated a monthly subscription on 11/1/24. This software has never operated correctly, it is extremely difficult to use, they do not provide a phone number for customer service or technical support. I have paid a total of $67.96, I want a full refund. This company takes monthly payment but does not deliver a service for the money.

  • Initial Complaint

    Date:01/26/2025

    Type:Sales and Advertising 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.
    Details of the Issue:Date of the Transaction: January 22, 2025 Amount Paid to the Business: $18.18 What the Business Committed to Provide: Otter.ai committed to protecting user data and maintaining privacy, as explicitly stated in their Privacy Policy and Terms of Service.Nature of the Dispute: Otter.ai added my contacts to a marketing campaign that used my email address and organization name without my knowledge or consent. This resulted in unauthorized emails being sent under my name and harmed my professional image.Attempts to Resolve the Problem: I contacted Otter.ai directly on January 22, 2025, and requested an explanation and resolution within 24 hours. Despite my efforts, I have not received a satisfactory response addressing why this misuse occurred or how they plan to rectify it.If the Issue Involves Advertising: The emails in question misrepresented my involvement and were sent to individuals without my consent. These emails were forwarded to me by multiple recipients, who were also distressed by the situation.Impact:This unauthorized action has damaged my professional reputation, caused confusion among my contacts, and wasted significant time as I had to personally reach out to affected individuals to clarify and apologize for the issue. I have evidence that this is not an isolated incident, as other users have reported similar experiences. I bill at $150 an hour and it has taken over 12 hours to figure this out.

  • Initial Complaint

    Date:01/24/2025

    Type:Customer Service 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.
    Otter.ai charged my credit card for annual memberships from various members of my company that did not realize they were signing up for annual memberships. They charged my card $824.58 for multiple memberships without my knowing or authorization. Despite not providing service for a year, they will not refund the amount.

  • Initial Complaint

    Date:01/06/2025

    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.
    An online company, Otter.ai, provides no way to cancel their service. I signed up for their free service option 4 years ago. They keep charging my credit card for the paid subscription annually. Copious searches of their website and app reveal only an endless loop with no way out! Last year, I disputed the charge with my Chase ***** Thought that took care of the problem but I just received an email from Otter notifying me that my account will be charged again in 15 days. I dont need or use this service.Please investigate this company snd help me to put an end to this unwanted service and charge. Thank you.

  • Initial Complaint

    Date:11/08/2024

    Type:Product 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've been trying to cancel the Pro plan since November 4, 2024, with no success. I'm on the website, and the change plan option is frozen. Otter.ai's website does have the change plan link, but it`s frozen, and consumers are unable to cancel it and keep getting charged for a product they no longer use or want to. Otter.ai does not provide us with a channel to cancel the subscription properly. I tried to cancel it before and could never do it. There are many complaints online from people in the same situation. I want the company to cancel the Pro plan and refund my credit card, as I no longer use their service.

    Business Response

    Date: 12/30/2024

    Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration you have experienced while attempting to cancel your Pro plan subscription.

    After reviewing your ticket (#******), we have confirmed that a member of our customer support team has responded to your ticket and processed a refund for the charges. Additionally, your Pro plan has been successfully canceled, and you will no longer be billed for the service.

    If you have any further questions or concerns, please do not hesitate to contact us directly.

  • Initial Complaint

    Date:11/02/2024

    Type:Sales and Advertising 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.
    Hidden fees, no notification of price increases, no explanation for amounts charged. Expected $120 a year for subscription. Was charged additional $100 for each use of certain features, without warning. Was later charged $700 without any explanation.

    Business Response

    Date: 12/30/2024

    Our records indicate that an account was created under the email address *********************** on June 17, 2021. However, we have not identified any charges associated with this account, which is currently on the free Basic plan.

    Could you kindly confirm if there is an alternative email address that the account may be registered under? Alternatively, please provide the last four digits and the expiration date of your credit card to assist us in locating your account.

    Thank you for your cooperation.

  • Initial Complaint

    Date:10/02/2024

    Type:Customer Service 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 purchased an Otter account for a job I am doing transcribing interviews for a book. The entire process has been a nightmare. I've lost time and money. Otter has dropped out of contact after refusing to put me in contact with someone who can talk me through accessing the conversations (transcriptions) that were lost. I am unable to access them due to errors made by Otter and none of my own errors. I've spent many hours trying to resolve the problem to no avail.

    Business Response

    Date: 09/19/2024

    Go to: *************************************************** [**********************************]
    Enter Code: 69550013A5D36

    The message from the customer is: 
    I purchased an Otter account for a job I am doing transcribing interviews for a book. The entire process has been a nightmare. I've lost time and money. Otter has dropped out of contact after refusing to put me in contact with someone who can talk me through accessing the conversations (transcriptions) that were lost. I am unable to access them due to errors made by Otter and none of my own errors. I've spent many hours trying to resolve the problem to no avail.




    We believe that this is for Otter.ai, and not OtterProducts. Can this be cleared from our que for that reason?

    Customer Answer

    Date: 09/20/2024

    Dear Better Business Bureau Associate,

    I've received a confusing message. I filed a complaint about otter which i was using for transcribing interviews that are part of my work.

    It sounds from this message as if the complaint was against me. I am the one filing the complaint. It is Otter who has been unresponsive.

     

    thank you and all the best,

    *****

    Business Response

    Date: 10/22/2024

    Our records indicate that the customer is in communication with Otter Customer Support and has been provided with steps to resolve their issue. The ticket has been escalated to a Senior Support Specialist for further follow-up.

  • Initial Complaint

    Date:09/27/2024

    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.
    On 7/13/24 my credit card was charged by Otter.AI when a member of my office accepted a collaboration invitation from my account linked to my credit card. When they accepted the invitation, my card was charged automatically and I have not been able to secure a refund despite repeated attempts to contact the company. It was not clear that my card would be charged for a separate account and I did not authorize that second payment. The annual subscription for the original single account began in February 2024.

    Business Response

    Date: 10/22/2024

    Our records indicate that a refund of $142.32 was processed on October 9, 2024.

    Customer Answer

    Date: 11/01/2024

     
    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,

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

  • Initial Complaint

    Date:09/13/2024

    Type:Service or Repair 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 have a business plan and all transcripts are locked out asking me to upgrade to a pro plan. A business plan is above a pro plan. I was also charged for a pro plan on top of my business plan. I need access to my transcripts. Otter customer service has not responded in over a week. This is time sensitive and I need resolution now.

    Business Response

    Date: 10/22/2024

    Our records do not reflect an account associated with the email address *********************** However, we have located an account linked to the email ************************************ It appears that this account was created using Apples Private Relay feature, which generates an anonymous email address to protect user privacy. For more information, please visit **************************************. To manage your account and subscription, kindly sign in from your Apple device and select the Continue with ***** option.

Otter.ai is NOT a BBB Accredited Business.

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