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:08/21/2023

  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.

  When researching whether Birdeye would be a good reputation management solution for us, all of their advertising claims that it automates getting reviews and has lots of different functionality to ultimately get more reviews. Once we got the program and tried it out there is very very little functionality to that regard and ultimately its just a simple crm with tons of things we don't need and definitely not for the price we are paying.

  

  Business Response

  Date: 08/22/2023

  Hi ******,

  We apologize for the frustrations and concerns we may have caused. I can assure you that I am here to help and resolve your concerns. Please email me at ************************************** so I can further assist with your desired resolution. 

• Initial Complaint

  Date:08/18/2023

  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 have called and cancelled this service every month since January. I have sent in emailed cancellations and cancelled over the phone. They have referred em to an account manager who never returns calls an/or never returns emails. I hav left messages and emailed cancellations withhim as well. I am STILL being charged monthly on this product even though it has been cancelled and unused since January. I would not do business with this company!

  

  Business Response

  Date: 08/18/2023

  Hi *****,

  We are sorry to hear about your negative experience with Birdeye and we apologize for any inconvenience caused. We strive to provide the best products and services to our customers, and it is disheartening to learn that we have fallen short in your case.
  
  We have a chargeback case open for you and if you have any questions please reach out to me at ************************************** so that we can discuss this matter in more detail.
  
  Thank you for bringing this to our attention.
  
  Best regards,
  The Birdeye Team

• Initial Complaint

  Date:08/18/2023

  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.

  My business used Birdeye from 2017-2022 and during that time we paid over $5k for literally nothing other than a microsite that any business can have if they claim their company on Birdeye's platform. During that time period, my business manually collected over 142 reviews that were posted on our Birdeye Microsite. When signing up for this service, we were expressly told that our reviews would never be taken away and that our microsite would always stay up no matter if we decided to keep paying for the other birdeye services (which we never used any other service that was offered in our package level. Then due to the economic downturn in the *********** industry, we had to cut back on our expenses as a company, so we elected to stop paying for Birdeye's platform. As a result, Birdeye has now deliberately removed ALL of our reviews so that it now appears as if our business isn't a reputable company at all simply because we aren't paying Birdeye anymore and they are holding our review site hostage knowing that this is going to severely impact our small business. Birdeye has done this to dozens of other small businesses with impunity and unethical behavior like this should seriously be against the law, as this is creating real life issues for small businesses all across the US. We have proof that a Birdeye Salesperson explictly stated that we would never lose access to our Birdeye reviews and our Birdeye review site - only that we would no longer have access to the additional features such as being able to send a text message request to complete a review. Instead, Birdeye doesn't stand behind their word and proceeds to hold a company's review site hostage in an attempt to extort the company into signing back up with them. The files attached below show just how unethical Birdeye is - one screenshot shows our current Birdeye Business microsite with ZERO REVIEWS! The other shows our Birdeye Dashboard, which shows 155 REVIEWS! SCAM SCAM SCAM SCAM SCAM SCAM SCAM SCAM

  

  Business Response

  Date: 08/18/2023

  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 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. Please reach out to me at ************************************** so we can resolve your concerns.
  
  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

• Initial Complaint

  Date:08/17/2023

  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.

  BirdEye, Inc. ("Birdeye") has decided that threatening current clients via legal actions to continue services with them is a profitable business plan for them. It appears everyone else that has complained with the BBB is under the same situation.360 ****************** LLC. ("360") entered into an agreement with BirdEye, Inc. on 04/04/2022. 360 paid an annual fee upfront. Unfortunately, Birdeye was not able to execute the agreement to it's full extent. Therefore, 360 was not happy with services rendered. 360 took no additional action and decided to just let the situation go.Birdeye recently started emailing everyone on the 360 staff threatening collections, lawsuits and any other scare tactics they can think of. This is not an appropriate action to take to a company's administrative staff. This has since scared my employees and created a sense of distrust. This is very unethical and inappropriate. Additionally, there are collection laws and emailing administrative employees is on the Do Not Do list. This is between the ****** and Birdeye.I told Birdeye I didn't want to continue with their services, especially after experiencing their very inappropriate tactics to try and retain a client. I have since been able to calm the nerves of my employees. However, ****** has decided to utilize a ****************** to continue to scare us into paying them and threatening lawsuits, collections, theft of my child, etc.I would like Birdeye to cancel my services and go away. This is not a way to do business. Moreover, 360 ***************** is going out of business partly due to nervous employees. There is nothing to collect. We have no money and are shutting down this business.We pray Birdeye decides to reevaluate their tactics. There is no shortage of evidence that this is their modus operandi.

  

  Business Response

  Date: 08/18/2023

  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 any negative impact we may have had on your company. I can confirm your account has been cancelled.
  
  Once again, we apologize for any inconvenience caused, and thank you for bringing this to our attention.
  
  Best regards,
  Ciera

   

• Initial Complaint

  Date:08/02/2023

  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 WANT MY ACCOUNT DELETED IMMEDIATELY. BIRDEYE HAS SET UP AN ACCOUNT WITHOUT MY PERMISSION AND I CANNOT LOGIN TO MANAGE THE ACCOUNT. I HAVE SENT SEVERAL EMAILS IN THE PAST REGARDING THIS ISSUE AND MY DEMANDS HAVE BEEN IGNORED. THE REASON FOR MY DECISION IS BECAUSE **** ONLY POSTED THE REVIEWS AND NOT ANY OF MY REPLIES. BECAUSE OF THIS IT IS MY EXPERIENCE THAT BIRDEYE IS NOT A COMPANY THAT IS SET UP TO ASSISTS SMALL BUSINESS.I WANT MY ACCOUNT DELETED IMMEDIATELY. IF IT IS NOT DELETED IMMEDIATELY I WILL REFER THIS MATTER TO OUR LEGAL DEPARTMENT. I WANT MY COMPANY TO HAVE NO AFFILIATION WITH BIRDEYE WHAT SO EVER.

  

  Business Response

  Date: 08/02/2023

  Hi ***, 

  We apologize for the inconvenience. You can email ********************************* to get your free Birdeye profile removed as soon as possible. 

   

  Thanks! 

• Initial Complaint

  Date:07/12/2023

  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.

  Subject: Complaint regarding unauthorized service fee charge I am writing to express my dissatisfaction and lodge a formal complaint regarding an unauthorized service fee charge on my credit card, . The purpose of this letter is to request an immediate refund and clarification on the matter.I contacted ****** company requesting reputation the service] Unfortunately, despite my efforts I have not received the desired service However, to my surprise, I recently discovered that my credit card has been charged total of $900 as a service fee.This charge is not only unjustified but also a clear breach of our consumer agreement. According to the terms and conditions provided by Birdeye payment is only authorized upon the completion of the requested service. Since no service was rendered, I should not have been charged any fees.I kindly request the following actions to be taken:1.Immediate refund: I request an immediate refund of the unauthorized service fee of $900 to be credited back to my credit card ******************** measures: I urge you to review your billing and customer service practices to ensure such unauthorized charges do not occur in the future. It is important to prioritize the transparency and integrity of your billing system.Please consider this letter as an official complaint, and I expect a response within reasonable time frame, Failure to address this issue adequately will leave me with no choice but to escalate the matter through legal channels and report this incident to the relevant consumer protection agencies.

  

  Business Response

  Date: 07/13/2023

  Hi *********, 

  Thank you for bringing this to our attention. I am here to help resolve this situation as soon as possible. Can you please email me at ************************************** so we can further discuss your desired resolution. I apologize for the frustration this has caused. I can assure you I am here to help. 

  Best,

  Ciera 

• Initial Complaint

  Date:07/05/2023

  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.

  I am writing to express my deep dissatisfaction with BirdEye and to formally request a refund and cancellation of the agreement between myself and your company.As a new client, I eagerly signed up for BirdEye's reputation management service approximately five days ago, attracted by the potential benefits it offered. However, subsequent events have compelled me to reconsider my decision. I have recently become aware of a local company/friend that can provide an equivalent service at a substantially lower cost, resulting in potential savings amounting to thousands of dollars.Upon realizing the significant financial discrepancy between BirdEye's quoted price, which exceeds ***** USD per year, and the alternative provided by the local company, I promptly contacted my assigned sales representative at BirdEye via email and phone. In my correspondence, I clearly communicated my change of heart and unequivocally expressed my desire for a refund, considering that the service had not yet commenced.To my dismay, the response I received from my sales representative was far from satisfactory. I was informed that a refund would not be issued on the basis of my signed agreement. It is important to note that during the sales call, no mention was made of refund terms, nor was the subject of refunds discussed. Nevertheless, I reiterated my intention not to proceed with the service. Unfortunately, my sales representative maintained a dismissive attitude, displaying indifference towards my concerns, and insisted that I contact her manager for further assistance. She declined to provide me with direct contact information for the manager.Given the circumstances outlined above, I am left with no recourse but to pursue a refund and request the immediate cancellation of the agreement before any services are rendered. It is disheartening to observe that BirdEye, a reputable reputation management company, seems to disregard the very principles it claims to uphold.

  

  Business Response

  Date: 07/05/2023

  Hi ****,
  
  Thank you for sharing your feedback with us. We take customer satisfaction very seriously and would like to address your concerns.
  
  We would greatly appreciate it if you could provide us with more specific details about your account so we can investigate and help resolve this for you. Our team is committed to delivering the highest quality products and services.
  
  Please feel free to reach me at ************************************** I want to ensure we work towards resolving all concerns you have.
  
  Thank you for bringing this to our attention.

  Customer Answer

  Date: 07/28/2023

   
  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:07/03/2023

  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.

  We cancelled our subscription before the renewal and they will not refund our money. We've been trying to get our money back for over 90 days. We requested the cancellation last year and they said it was past time, so we made sure and did it way before this year. Buyer be ware.

  

  Business Response

  Date: 07/05/2023

  Hi ******,

  Thank you for sharing your feedback with us.  We take customer satisfaction very seriously and would like to address your concerns.
  
  We would greatly appreciate it if you could provide us with more specific details about your account so we can investigate and help resolve them for you. Our team is committed to delivering the highest quality products and services.
  
  Please feel free to reach me at ************************************** I want to ensure we work towards resolving all concerns you have.
  
  Thank you for bringing this to our attention.

• Initial Complaint

  Date:06/12/2023

  Type:Product 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 began doing business with Birdeye in November 2022 and everything was good with them- we had a great business relationship. They are an SEO company and we are a new small business and were excited to use them. The rep that was assigned to our account was great and really helped us out, they all did. We fell on a financial hardship and they were willing to hold payments on our account to allow us to catch up on finances a bit. On April 18th I spoke with our rep and asked to cancel out our contract and was told that she would take care of it and not to worry! I followed ** with her in early May but did not hear back from her. I trusted that everything was good to go, as everyone at Birdeye had always been very good to us. On May 16th i noticed they had drawn another payment out of our account, which was not authorized. I have attempted several emails (to create a trail) to many of the management team at Birdeye beginning on 5/18. On 5/20 (a Saturday) I received an email from their customer retention department informing me that he would reach out to me on Monday 5/22, which I did not. I sent out another email to the same management asking for someone to call me and to issue a credit for the unauthorized payment immediately. I finally got a call today 5/23 from the retention department and he said he could help reduce my monthly payment- it was hard to hear him due to background noise and his accent (most of their technical support staff is in *****- nothing personal just a note) stating he would get back to me by the end of the day today, which has passed for the Eastern Time Zone. I am appalled at the lack of communication done by a company that thrives on communication and is all about building relationships to help companies grow. I still have not heard back from any of the management and I really should not have to yell and scream and stomp my feet to be heard. No one should have to!

  

  Business Response

  Date: 06/13/2023

  Hi *******, I want to help immediately and make things right. At Birdeye, we value customer experience, and we are sorry that your initial experience did not meet that standard. Can you please email me at ************************************** so I can identify your account and help resolve this situation as soon as possible. Thanks.

  Customer Answer

  Date: 07/14/2023

   
  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.
  The company finally reached out to me regarding this complaint, after weeks and multiple emails sent, all going unanswered and I was able to get the resolution I desired. Please remove any negative comments I *** have left on the BBB website that *** be become public. 

  Than you very much for your assistance to this matter. 
  Sincerely,
  
  *******************

• Initial Complaint

  Date:05/26/2023

  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.

  This company did NOTHING for us during the time. When I tried to cancel it there was no way to do so in my portal. I tried to email and call them to Cancel but they already charged me $4000 for the new year so they can again do absolutely nothing for my company. In my 15 years of owning this company this was the worst investment and biggest scam I have encountered. I really hope everyone stays away from them. I even after not being able to get ahold of them tried to dispute the charge and they won with their ridiculous contract. Don't sign a contract with them. I hope everyone sees this. There was no service, no followups. complete waste of a few grand that families need these days. Might as well burn it. Very very sad.

  

  Business Response

  Date: 05/30/2023

  Hi *****, 

  We apologize for the frustration this has caused you. We have been working with you to resolve the situation and provide your cancellation. Please let me know if there is anything else you are needing assistance with. You can reach me at **************************************.  I am happy to help.