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:11/30/2023

  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.

  I entered into a contract in July 2022 for a duration of one year. Despite numerous requests to cancel the product, I have been consistently informed that there is still time left on the contract. In June, the company changed its logo to rainbow colors in celebration of gay pride month, a move I don't judge. However, their name, "Birdeye," is prominently displayed on all my emails and texts. My customer base is in ****, not **********, and they prefer not to engage with political statements. Similarly, I wish to keep politics out of my business.Throughout June, I have sent multiple emails requesting cancellation and to be left alone. It has been several months since I last utilized their services, and the promised increase in reviews has not materialized. Furthermore, the overseas call center is challenging to understand.

  

  Business Response

  Date: 12/04/2023

  Hi *****,

  My name is *****. We want to resolve this situation for you. Please email me at ************************************** so we can discuss your account.

• Initial Complaint

  Date:11/21/2023

  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.

  Representatives from Birdeye are constantly spam calling me about business purposes on my personal cell phone number, which I did not provide them with. I have told them 3 times to remove me from their list and to stop calling me. I have blocked each number they have called me from but they continue to call me from new numbers every single week. I have never done business with this company, nor will I ever inquire or recommend them due to their spamming activities and refusal to stop calling me after me telling them several times to stop.

  

  Business Response

  Date: 11/22/2023

  Hi,
  
  I apologize for the constant outreach. We will immediately remove you from our database asap. You will not be contacted any further. Thank you for bringing this to our attention. 
  
  Thanks,
  
  Ciera

  Customer Answer

  Date: 11/28/2023

   
  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:11/21/2023

  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.

  We attempted to cancel the service several times the first part of 2023, but each time we tried, they tried to upsell us on other products they had and said to give it another month. On April 27th I submitted a ticket to the company on their website that was to go to support asking to cancel my service. Birdeye continued to bill us each month for 6 more months. Each month I called and emailed support requesting my service be cancelled. I put in support tickets and they were closed stating they were duplicates. I called dozens of times ************ and ************ leaving dozens of messages but no one ever called back during business hours. Someone from a restricted line called back twice after business hours and left a message but it was an hour after the business was closed for the day. Both times I attempted to call the number that was given in the message but no one answered and today, no matter the time of day, no one answers either of those numbers. This service may be good for some but definitely not good for our business and the reason we have been trying to cancel for 6 months. Support email goes to cyberspace and never does anyone call back or write back after multiple emails. Chat claims that we are not connected, although this is their software so not sure why it doesn't work for them any better than it works for us. We have tried over the last 6 months, phone calls, emails, chat, support tickets, no one responds, no one calls or writes back.All we want is to cancel the service and get a refund for the 6 months since we originally requested the cancellation. At $230.96 it adds up over 6 months. We've also gone to our credit card company to try and stop payment but they cannot as Birdeye has something built into their contract with MCard where they don't allow us to cancel the payment. So aside from closing my MCard, there is not a way to stop these insane charges.BBB is a last resort and my hope is that they will acknowledge and answer now.

  

  Business Response

  Date: 11/22/2023

  I apologize for the inconvenience you have experienced with our services. I can assure you I am here to help and resolve this matter for you. Please email me at ************************************** so we can discuss your refund and cancellation.

  Customer Answer

  Date: 11/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I did try to remove the complaint completely but do not see where that is an option. Please remove this complaint from the system.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/08/2023

  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 were promised a platform that could integrate with other Review sites. After 2 months of back and forth we still do not have working integrations. And now we're here because Birdeye has completely stopped responding to our requests for help and a resolution.

  

  Business Response

  Date: 11/10/2023

  Hi, 

  I apologize for the lack of communication you have experienced. My name is ***** and I am here to resolve this for you as soon as possible. Please reach out to me at ************************************** so we can get your desired resolution in place. 

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 20809451
  
  I am rejecting this response because:  I have continually been promised a solution to the issue with no results, nothing has changed.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/21/2023

  Hi ******,

  I apologize for the delay you have experienced for your *****************. We look forward to speaking with you tomorrow to further discuss and resolve. 

   

• Initial Complaint

  Date:11/03/2023

  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.

  I signed a $472.50 per month contract with BirdEye for 12 months. From month 1 we realised we were no the right fit for this product. I accepted even though this is a SAaS product (and that there was limited onboarding and engagement) we had to continue to pay for the 12 months. We did NOT use the service after month 1. In month 12 I reached out and asked that our contract be cancelled. I was told I missed cut of by a few days and the contract auto renewed even though we had NOT reach the 12 month anniversary date of the contract. I was then told I had to provide a months notice before the first ************************************************ a fresh 12 month contract. At no stage did BirdEye reach out to me to tell me the contract would auto renew. This is a predatory business practice designed to lock you into a contract you cant get out of. We have notw paid $6615 for services we have not used in over a year. I have reached out to my BirdEye account manager and complaints person only to be offered a $100 per month discount. Please lets resolve this and let me out of your contract!

  

  Business Response

  Date: 11/07/2023

  Hi ****,

  We apologize for the experience you have faced. I have been working with my support team and we have cancelled your account and provided your desired refund. Please email me if you have any further concerns. 

   

  Best,

  Ciera 

• Initial Complaint

  Date:10/05/2023

  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.

  It was has been over three months that we have been communicating with Birdeye in attempt of resolving our differences. As agreed on June 12, 2023 ************************** would be billed on a month-to-month basis as opposed to annually starting on June 23, 2023, when the previous contract was up for renewal/renegotiation. The understanding was that we could terminate the services at any time, would be billed monthly and the rate was locked annually for 1 year. We never received a sales invoice or purchase agreement at the time of negotiation, but we have in writing that we are on a month-to-month plan! For over 6 years we utilized Birdeye for their review services and we therefore had hoped to utilize their automated component. Unfortunately, after attempting to get up the automated services for 6 weeks we cancelled the services. Our major bones of contention are the following:1) used unauthorized personal card, not affiliated with the business.2) charged for services they NEVER could provide after working with them for 6 weeks to get the services. The agreement was terminated via email on 07-10-23.3) Charged for a full year of reviews, when it is clearly stated 3 times in the email exchange with ****** that it would be month to month charge on 6/23 when the previous contract was up for renewal/renegotiation. Note, we have included all supporting documentation. The charge is fraudulent in many ways and Birdeye has been resistant to any form of resolution. They refuse to give us email addresses to follow-up, will not respond to phone or email messages, and won't follow through with their own promises, as documented in our attachments.

  

  Business Response

  Date: 10/06/2023

  I apologize for the inconvenience you have experienced with our services. I can assure you I am here to help and resolve this matter for you. Please email me at ************************************** so we can discuss your refund and cancellation.

• Initial Complaint

  Date:10/05/2023

  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.

  ***** from Birdeye threatened to send my company to collections for payment for services that have not happened yet. We have an agreement that has a 30-day cancellation request with no early termination fee. I had sent emails 05/2023 asking to cancel the service, then again several emails in September. I was told over the phone that I owe the rest of the contract amount even though there is no language in the agreement saying so. We are on a month to month payment basis, and yet the company representative refused to cancel my service. I have already disabled their services through my customer portal and disabled their access to my patient database server. I have offered to amicably end this working relationship because they already charged me $315 in September 19th 2023 even though I asked to cancel, and that they can stop services and will not need to pursue payment for services that have not happened and are not desired. I am looking for the company to cease and desist what is amounting to harassment at this point. I have attached the emails sent to the company in May and September of this year

  

  Business Response

  Date: 10/06/2023

  I apologize for the inconvenience you have experienced with our services. I can assure you I am here to help and resolve this matter for you. Please email me at ************************************** so we can discuss your refund and cancellation

• Initial Complaint

  Date:09/25/2023

  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.

  I left a review for a medical office months ago. This birdeye website posted my personal email which is findable in ******* I am a nurse practitioner and have pts writing me which is completely inappropriate. No one else has their email posted. I am Not ok with this. I have contacted the company without response. This needs to be removed immediately and I want a supervisor if birdeye to call me. The link with review is below: I cant create a case without downloading your app which I dont want. My review needs to be deleted and url is below. Nowhere on your page can I do that. You show my personal email address!!!! What the h*** is wrong with you. I need this taken down asap ******************************************************************************************************************

  

  Business Response

  Date: 09/25/2023

  Hi *******, 

  We apologize for the inconvenience. We will get the review taken down ASAP. You can always reach out to out profile team at  ********************************* too get reviews removed in the future on Birdeye free profiles.  

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20578253
  
  I am rejecting this response because: some supervisor emailed me with my request and a team member replied which one, six reviews stand under my name. Meanwhile I dont have a profile, I cant access a profile ** it says my name and email dont exist. Your company is stealing my reviews from other sites. This is a breach of security. *** replied asking all reviews and my name be entirely deleted from the system and ***** will write me back. Ive asked for confirmation, its crickets. This is a fraudulent company stealing personal info from other websites and reposting it on the internet. Im his company not got my permission to ever post my name or personal email and yet they did!!!! Remove me from your system! 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/14/2023

  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 previously used Birdeye reviews until 2020 when support became evidently off-shore. Recently, we contacted Birdeye (*************, founder, and now is the Director of Dental Sales) told us that the support is no longer off-shore and that we could not sign up for just sending patient reviews. The company had grown and now reviews were part of a package where you had to use them for appointment reminders and recall reminders for patients. He told us his software system would replace what we were currently using and that he knew how they did everything (he is also a dentist). He calculated what we pay Lighthouse each month and justified that the cost for the package would replace Lighthouse which made sense. We unfortunately, had to pay for two locations, even though all of our patients are in one database in order to send reminders to patients for their respective locations. If that wasn't done, patients could show up at the wrong office and reviews would be connected to the wrong office. We paid for the entire year in full in order to reduce the total cost. We paid $7567 up front on 6/6/23. After many onboarding appointments, it became apparent that their system certainly did not replace Lighthouse. We also felt lied to, because their onboarding team was all in India and very difficult to understand. They didn't understand the recall system and after weeks and weeks of meetings, our patients were not even linked to the correct locations in their system. I complained to *** several times starting on July 19 and had many more more onboarding meetings, including with the onboarding manager, ***** and later ******. *** told us in writing that they would credit the time it was taking to onboard and that the 12 months would not start until we were live. By Aug 17, I called *** and requested a refund, followed by an email request on Aug 18. I again contacted them August 21 and 22. I was told he escalated it and turned it over the proper team but they have been too busy.

  

  Business Response

  Date: 09/15/2023

  Hi,

  I am deeply sorry for the initial experience you have had. I can assure you I am here to help and resolve this matter. I am looping in our head of support to take care of your refund needs asap. Please email me at ************************************** to further discuss your concerns promptly. Thanks. 

• Initial Complaint

  Date:08/22/2023

  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.

  Initial contact with ******************************* at Birdeye around June 5, 2023. Informed her that I have sold my dental practice and would like to terminate the contract. She tried to talk me into having new owner continue the service but the service they provide did not provide a good return on investment. After several emails, she pawned me off to another rep ***** the company. A full month later (July 11) I get an email from *********************, my new account manager. After finally setting up a phone call via zoom, she promises to get me an answer to my question about terminating the contract since my initial contract signed in 2019 had an automatic renewal, I told her that there was never any notification of time for renewal and who remembers 4 years ago. She said she would start an internal case. Heard nothing from her for weeks. On July 17, ****************** reached out to me via FB saying that he heard through a mutual friend, that I was so unhappy with Birdeye. I explained what was going on and his exact words....I will be in touch, going to fix this for you. He is a higher up exec in the company. No answer, no contact, So i emailed On July 27,I emailed both Dr. *** and ***** about their lack of communication. July 28, Dr. *** says again, he is escalating the case and someone will reach out to me. Same day, ***** messaged me that Hi *****,Hope you are well!I had raised an internal case for your request and the team will reach out to you on Monday for approvals. Rest assured, your contract is not going to renew without your permission. You can discuss your options of discontinuing/early exit with the team on Monday.We have got this covered for you.Well Monday (yesterday) has come and gone and no contact. All I ever get is empty promises. They are impossible to deal with. Can't even call to speak to someone. You have to message via computer, then you get an email to make an appt to speak to someone. Sincerely doubt, I will be released from my contract

  

  Business Response

  Date: 08/22/2023

  Hi *****,

  We apologize for any inconvenience or frustration you may have experienced with our service. We understand the importance of urgent assistance and effective communication for businesses. We apologize for the delay in resolving your concerns and any negative impact it may have had on your company. We truly value your business and it is disappointing to hear that we have not met your expectations. Our team is committed to resolving any issues you are facing and ensuring your satisfaction. I ca confirm you account is inactive and has been cancelled. Please reach out to me at ************************************** if you need further assistance.

   Once again, we apologize for any inconvenience caused, and thank you for bringing this to our attention. We look forward to assisting you promptly.Best regards,Ciera

  Customer Answer

  Date: 09/06/2023

   
  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.  As stated, thy have cancelled my subscription as requested.  I withdraw my complaint!
  
  Sincerely,
  
  *************************