Complaints

This profile includes complaints for Birdeye, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Birdeye, Inc.

  2479 E Bayshore Rd Ste 175 Palo Alto, CA 94303-3228

  
• 

  Birdeye

  9111 Cypress Waters Blvd Ste 245 Coppell, TX 75019-4795

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:01/24/2025

  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.

  Upon signing up for Birdeye I was told that if services werent up to our standards we could cancel. They werent aligned with our needs and so we attempted to cancel. Multiple phone calls and emails later a supervisor assured me no one else would contact us to convince us to stay and that the account would be closed. He said there would be notes placed on the account.They are still pestering us! We blocked them by email and phone and they just create a new number or email address to annoy us from. They are still charging us $351.51 every month.DONT SIGN UP WITH THEM! Learn from all of these previous complaints. Dont do it!

  

  Business Response

  Date: 01/29/2025

  Hi *****,

  Im deeply sorry to hear about your dissatisfaction with your experience at Birdeye. We strive to create clear and transparent processes for all our customers, and I regret that you felt otherwise during your time with us.
  
  Your concerns about contract terms and cancellation is important to us, and I understand how frustrating it must have been for you. I assure you we are committed to providing value and clarity to our customers, and Id like to better understand your experience to see where we can improve.
  
  If youre open to a conversation, Id love to discuss this further and explore ways we can address your concerns. Please feel free to reach out to me directly at ************************************** so we can identify your account and resolve this matter for you.

• Initial Complaint

  Date:01/22/2025

  Type:Order 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.

  We decided to terminate our services prior to the end of the contract due to the lack of results we were seeing. Upon notifying Birdeye of our intent we were informed we were on an automatic renewal. As with other customer reviews here we were told that they require a 90-day notice for cancellation, and they could not modify this due to contract requirements. However, we were never notified that the renewal process had started. Under California's Automatic Renewal Law (ARL), if a consumer accepts an automatic renewal offer or continuous service offer with an initial term of one year or longer, the company is required to provide notice at least 15 days but no more than 45 days before the renewal occurs. BirdEye failed to meet this requirement, leaving us blindsided by the renewal.

  

  Business Response

  Date: 01/23/2025

  We're deeply sorry to hear about your unsatisfactory experience with Birdeye. We take customer feedback very seriously and would like the opportunity to address your concerns directly. Please contact us at ************************************** to discuss this matter further. We're committed to understanding the issues you faced and working towards a resolution.

• Initial Complaint

  Date:01/22/2025

  Type:Service or Repair Issues
  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.

  I notified Birdeye that I did not want to auto renew from the outset of my relationship. Before the end of my contract, I notified them again that I wanted to cancel. They told me I needed to provide 90 day notice to cancel and I will auto renew for 1 year. I received no notification of this autorenewal. After many conversation over the past 12 months I was very forward about not being sure if I wanted to renew. No one told me they need that in writing. They continue to call to sell me new products. There is no way to cancel on their portal at all. As far as I know, they are in violation of The California Automatic Renewal Law (ARL) (California Business and Professions Code ***** et seq.) applies to both consumers and certain B2B contracts. It's a shame that companies force you to do business with them even when you give notice in advance. It's really a pathetic excuse for a business to keep customers like this. It seems they have malicious intent and I will not use them ever again. I asked to speak to a manager and they refused to have one call me back.

  

  Business Response

  Date: 01/23/2025

  Hi *****, 

  Your account is cancelled and inactive now. Please email me at ************************************** if you have any further questions or concerns. We sincerely apologize for the initial experience you have faced and hope we have resolve this matter promptly for you. 

  Customer Answer

  Date: 01/24/2025

   
  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:01/17/2025

  Type:Billing 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.

  I am writing to formally complain about unauthorized charges to my account and the continued lack of account cancellation despite multiple attempts to resolve this issue. Over three months ago, I contacted there company to request cancellation of my account. Despite this request, I have continued to be charged monthly. I have subsequently contacted the billing service department multiple times to address this matter. During these attempts to communicate with my representatives, I have experienced unprofessional behavior, including instances where the call was abruptly terminated while I was explaining the reason for my call. This behavior is unacceptable and has further compounded the frustration of this situation I demand the following immediate actions:* Immediate cancellation of my account.

  

  Business Response

  Date: 01/23/2025

  Thank you for bringing this to our attention. We value your input and apologize for the experience you've had with canceling your account and the subsequent billing issues. We take customer concerns seriously and want to address this matter promptly. Please contact us at ************************************** so we can investigate the situation and resolve the issue. We are committed to improving our customer service and appreciate your feedback as it helps us identify areas for improvement.

• Initial Complaint

  Date:01/03/2025

  Type:Order Issues
  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.

  We regret signing up with BirdEye for our business needs. Shortly after the start, we encountered recurring issues with their platform. Reviews that were supposed to be monitored consistently went missing, leaving our team unaware of both negative and positive reviews that should have been addressed in a timely fashion . This directly led to upset and dissatisfied clients who thought a job was being done for their businesses reputation managementsomething no business can afford.When we decided to terminate our services due to these ongoing issues, we were informed that we were already under an automatic renewal contract. However, we were never notified that the renewal process had started. Under California's Automatic Renewal Law (ARL), if a consumer accepts an automatic renewal offer or continuous service offer with an initial term of one year or longer, the company is required to provide notice at least 15 daysbut no more than 45 daysbefore the renewal occurs. BirdEye failed to meet this requirement, leaving us blindsided by the renewal. Not only did offer nothing to help with this situation after 2 years of partnership, we were met with unfriendliness and slow response times from their team.This experience has been incredibly frustrating, and we strongly caution others to think twice before using BirdEye. If you're considering their services, make sure to review every detail of their contract and renewal policy to avoid unpleasant surprises.

  

  Business Response

  Date: 01/09/2025

  Hi *******, 

   

  I apologize for your experience. We are working with our support and legal team to get this actioned and resolved. 

  Customer Answer

  Date: 01/12/2025

   
  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:12/26/2024

  Type:Service or Repair 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.

  We have been trying to cancel our service for over a year now. We told them not to renew our service and once again they have begun a new contract for the following year. Not to mention that every year they charge you more. Every time you try to get a hold of someone they ignore your request.

  

  Business Response

  Date: 12/30/2024

  Hi ****,

  Were truly sorry to hear about your experience. This is certainly not the standard of service we aim to provide, and we regret that it has led to such dissatisfaction. Please reach out to me directly at ************************************** Im here to ensure we pinpoint and resolve the issue as swiftly as possible.

   

   

• Initial Complaint

  Date:12/20/2024

  Type:Customer Service Issues
  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.

  I have been trying to cancel my Birdeye service since July 2024 (it expires end of December 2024). Every time I speak with someone, they said they will cancel the service but they then do nothing. They hope that I will stop checking and my payment will go through because they have my card on file. I have made several calls and sent several emails. Every time it's the same story. They say they will do it but they never do. This is such an underhanded business practice. My emails are literally ignored. They are taking advantage of small businesses who can't afford the service. This has caused me so much wasted time and stress and anxiety. As a doctor and a business owner I don't deserve treatment like this.

  

  Business Response

  Date: 12/30/2024

  Hi ******,

  Were truly sorry to hear about your experience. This is certainly not the standard of service we aim to provide, and we regret that it has led to such dissatisfaction. Please reach out to me directly at ************************************** Im here to ensure we pinpoint and resolve the issue as swiftly as possible.

  Customer Answer

  Date: 01/06/2025

   
  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:12/17/2024

  Type:Order Issues
  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.

  In March 2024, I, **** ********, owner of ************************, signed a 12-month contract with Birdeye, Inc., based on assurances their software would seamlessly integrate with StorEdge and port my ****** VoIP number. Both promises were misrepresented.Issues:Phone Porting Failure: I was assured my ****** VoIP number could be ported without issue. After signing, I learned this was not possible, a major limitation that disrupted operations.StorEdge Integration Failures: Contacts from ******** are not imported in a timely manner, and move-out data doesnt sync, requiring manual corrections. This renders the integration unreliable.Misleading Sales Practices: The sales process focused on closing deals, neglecting compatibility with my systems. Key challenges were not disclosed, despite their critical impact.Resolution Sought:Immediate cancellation of my subscription, backdated to April 4, 2024.Full refund of charges after April 4.A review of sales practices to ensure transparent disclosure of software limitations.

  

  Business Response

  Date: 12/19/2024

  Hi ****,

  I apologize for the experience you have faced. Our support leaders have confirmed that your account is being cancelled and a refund is being processed. Please email me at ************************************** if you have any further questions. 

  Best,

  Customer Answer

  Date: 12/20/2024

   
  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:11/21/2024

  Type:Sales and Advertising 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.

  We partnered with Birdeye in August of this year (2025). One of the main features we signed on for was using the software to automate our review generation process. This service was also required in order to partner with them for any other service. We were assured that we would be able to integrate Birdeye with our CRM and automatically send review requests based on when our customers had completed appointments. After several weeks of working on this they were not able to automate review requests as promised. The solution they offered was sending a review request automatically once a new customer was added to the system, regardless of when or if they had a service with us. This defeats the purpose of having the review generation software for us. Along with failing to meet the promised review generation expectations set by them, our salesman also made it very clear during our virtual calls that if we wanted to leave our contract we would be able to. I highlighted this in bold during my note taking during this call as it was a key selling point for us. Now after the fact and going back and forth with several managers who have said they will offer a solution, they are claiming they are unable to make changes to our agreement and have offered no solutions to our request to cancel.During this time, we had been willing to overlook the failure to meet expectations however financial circumstances have changed for our business and we are no longer able to afford to pay for this service, especially given that it is not performing in the way we had be promised.

  

  Business Response

  Date: 11/26/2024

  Hi ****, we're deeply sorry to hear about your unsatisfactory experience with our Integration and customer service. It's concerning that the product didn't work as promised and that you encountered difficulties in getting it fixed. We take such issues seriously and want to address your concerns. Our support leaders will be reaching out as soon as possible so we can discuss this matter in detail, understand what went wrong, and work towards finding a reasonable solution for you. We're committed to resolving this situation and improving our service.

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22587183
  
  I am rejecting this response because: it was stated that someone would reach out to further understand this matter and work towards a solution. I have not received any communication since this response from Birdeye. 
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 02/07/2025

  Hi ****, we're deeply sorry to hear about your unsatisfactory experience with our Integration and customer service. It's concerning that the product didn't work as promised and that you encountered difficulties in getting it fixed. We take such issues seriously and want to address your concerns. Our support leaders will be reaching out as soon as possible so we can discuss this matter in detail, understand what went wrong, and work towards finding a reasonable solution for you. We're committed to resolving this situation and improving our service.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22587183
  
  I am rejecting this response because: no one has reached out to us on behalf of birdeye to discuss this matter. 
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 02/26/2025

  Hi ****,

  For immediate assistance please contact me at **************************************************************

• Initial Complaint

  Date:11/13/2024

  Type:Service or Repair 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.

  I have been paying this company for the past 6 years to the tune of ***** dollars. I realized that after the first 4 years, their services started to decline. It required multiple uninstalling and reinstalling of the app. The client notifications would not reach us in a timely manner. Every time I called, they could try to upsell more "features". I have made close to 7 calls and left messages. I simply said, just refund the 8 months I prepaid for, since your services are seriously declining compared to when I first started. Instead, they tried to keep me as a client, offered to downgrade my service to a basic service instead of refunding me and repeated offers to do everything just to avoid giving me a refund. The internet is full of complaints about their shady business practices. They need to be investigated for keeping the client's money and offering subpar services.

  

  Business Response

  Date: 11/18/2024

  Hi Aria,

  We sincerely value your input and apologize for falling short of your expectations. We take your feedback very seriously and are deeply concerned about the experience you've described. Our goal is to provide excellent service, and it's clear we've made mistakes in this instance. Our support leaders will be reaching out to help resolve your mentioned concers. Thank you for bringing this to our attention.