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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:04/24/2023

    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.
    Upgraded my service to pro account last year in May. Used the service without issue until Thursday , April 20th. I signed on to listen to a meeting I had recorded the day before and while I was using the service, it stopped working. I logged out and logged back on and I got a message that my account was deactivated. I received no reason for the deactivation, the links on the website under help actually offer no help for this issue and some of the links are broken that you click on to get more information on the issue. I have sent three emails and I've gotten no assistance or response other than the canned response of someone will get back to you. I use this service to record meetings to write reports and prepare sermons and now I have no access to my files because I cannot even log into an account that I pay for. There is no customer service number you can call and get help and the one that is online is bogus. If my access to a service that I am paying for is going to be restricted, then I should know why immediately. You cannot take access away for a paid service without notice,warning or any type of communication of a reason for such restriction. If there is an issue with the user perhaps they should notify if there is a problem. I've already paid for the service that I can't even use. ******* is next month and there is no reason to do so when I can't even get into my account. I BETTER not see any charges on my card for this subscription.

    Customer Answer

    Date: 04/25/2023

    My address is

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

    ********, ** 11520

    Business Response

    Date: 05/04/2023

    Our records indicate that the account under ********************* was deactivated for unusual activity that violates the Terms of Service. Per section **** "Termination" of the Terms of Service, "If you violate any provision of these Terms, your authorization to access the Service and these Terms automatically terminate. In addition, Otter.ai may, at its sole discretion, terminate these Terms or your account on the Service, or suspend or terminate your access to the Service, at any time for any reason or no reason, with or without notice."

    Our Security team will contact you to determine whether the activity is valid. If the activity is determined to be valid, the account will be reinstated.

  • Initial Complaint

    Date:01/13/2023

    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.
    I purchased a one-year Otter Pro subscription for $49.99 using the Education discount on August 19, 2022 (invoice number *************), but I haven't received the service I paid for -- my account is still set at Basic. I've repeatedly emailed Otter.ai to ask for assistance, asking them either to provide the service I paid for or provide a refund, but I've received no response. I sent emails on November 28, December 5, December 15, December 28, and January 12. The only response of any kind I've received from Otter.ai was an email on December 5 stating, "We apologize for the delay in our response. We're currently experiencing a higher volume of requests and appreciate your patience."

    Business Response

    Date: 01/18/2023

    Consumer Response /* (2000, 6, 2023/01/18) */
    After three months, I finally heard back from Otter.ai today, so I would like to withdraw the complaint.

    Thanks,
    ************

  • Initial Complaint

    Date:10/06/2022

    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.
    They are allowing my users to circumvent privacy protocols and will not respond in a reasonable manner.
    Further, they deliberately have NO phone to reach, making it nearly impossible.

    Business Response

    Date: 11/28/2022

    Business Response /* (1000, 8, 2022/11/10) */
    Hi there,

    We received a BBB complaint notice on 10/20 made by **************************** regarding employees from his company, ****************************, receiving emails from Otter.ai, our company, after they had voluntarily signed up for Otter accounts with their work email.

    ********** submitted a ticket to Otter in September citing that a number of his employees had signed up for Otter accounts with their work emails despite company policy. ********** requested Otter.ai to provide him private user data, specifically the names and emails, of***************************** employees in Otter.ai's data base. We do not have an Otter Enterprise license with the company. Based on Otter.ai security and privacy policies, we could not provide*********** the user data he requested. Despite responding to ************ ticket multiple times with this information, and providing instructions on how employees could delete their Otter accounts on their own, he did not get back to us and instead filed this complaint with BBB.

    We've included our communication with ********** in this response.

Otter.ai is NOT a BBB Accredited Business.

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