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:05/08/2023

  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.

  ********************** entered into a contract last year in 2022. This year we have decided not to renew the contract we suddenly were charged $3100 from Birdeye without them calling **, sending ** an email or sending ** an invoice.When I called them, they refused to credit back the account saying that we had to give them 30 day notice before renewal to cancel. I asked them why they never sent us a message letting us know that we were coming up for renewal. He said they dont send messages and that we should know.we did not authorize them to charge, not only was it not authorized but the amount that they charged was more than they charged us last year. We are requesting a refund because we no longer want or need their service.

  

  Business Response

  Date: 05/09/2023

  Hi ****, 

  I am sorry for the miscommunication. Please reach out to me at ************************************** so we can help clarify any misunderstandings and provide your desired resolution. We want to make things right as soon as possible. Thanks. 

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 19977122
  
  I am rejecting this response because: On 4/24/23 I filed a complaint against Birdeye. Reference ID ********. I was contacted via email on 5/11/23 by Birdeye saying that we had put a stop payment and that we need to lift the stop payment in order for them to refund. The email also stated that we were not to worry that we would receive a refund. ************************* was is the representative that was addressing the issue. I answered her immediately and said that **** will be calling .***** followed up with me again asking the status of the chargeback. On 5/23/23 i followed up, saying the charge back was done. ****** requested proof which I immediately center that same day. 5/23/23. I sent a message to her asking for the status of the refund. I received no response. On June 1, 2023. I sent another message asking the status of the refund. No answer. Based on her original email which I have a copy of she was going to refund our charge card. The better business bureau complaint that I filed originally was closed because ***** said that she would credit our account. She never did. I need to re-open a complaint against Birdeye. I have all the documentation where ciera said they would refund us.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/23/2023

  Hi, 

  We are still waiting to hear the chargeback status and result from your bank. Our billing team has contacted your bank for an update and they got back to us saying they will have results in 3 business days, either a win or loss status. We will need to wait for the outcome from your bank in order to proceed with the refund process. 

  Customer Answer

  Date: 06/27/2023

   
  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:05/05/2023

  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.

  Our contract auto renewed in Sept 2022, which does not make sense as I had written to the company that we were no longer going to be using their product/services. Despite this, I had indicated to the company that we would still pay them the monthly dues, through the end of the year, till Dec 2022, even though we were not deriving any benefit from their services. The real question is, even though your contract states that it is for a 12 month duration, how can you charge a customer for ******************* that have not been used. Not only is it wrong, it is unethical. The company has been automatically debiting the monthly fee, due to the fact that they have our bank account information. This is a bad business practice.

  

  Business Response

  Date: 05/08/2023

  Hi, 

  We apologize for this experience you have faced and want to make this situation right. I have looped in our support team to get this resolved. Please email me at ************************************** for additional assistance. 

  Customer Answer

  Date: 05/24/2023

   
  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.They have refunded the business for the 4 months that were overcharged, we appreciate your help in this matter.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/04/2023

  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.

  An old employee of ours signed us up for this service. They set up a contract for 1 year at close to $4,000. That employee left the company and we have been trying to cancel this service ever since. When it came time for the contract to renew they sent it to the old employees personal email so we were not able to see the contract and decided if we wanted to continue the service. In the end the contract has no information about our business in it and only the previous employee. **************** will not aid in ending the contract and has unreasonable cancellation clauses.

  

  Business Response

  Date: 05/08/2023

  Hi ****, 

  I understand you situation and apologize for the inconvenience this has caused. I have created a case to have our support team get this situation taken care of for you. Please reach out to me at ************************************** for further assistance. 

  Customer Answer

  Date: 05/23/2023

   
  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:05/03/2023

  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.

  We have been a customer of ********************** since the spring of 2019. Our company provides memorial products to retail customers. Over the years, we have found that our customers get a bit irritated with the texts and emails that Birdeye sends out. I can understand our customers point, as the texts and emails are a reminder that they lost a loved one, and they truly do not want to be bothered or hassled. Making the purchase was difficult enough in the first place.Because of this, we turned off the automatic sending of the texts and emails. The service just is not a good fit for our company, Last year (2022) I was contacted by our account rep via a phone call (on several occasions), as they were inquiring as to why we did not have the automatic feature enabled. I explained that due to the sensitivity of the situation with our customers, it was not a good fit and we would not be renewing our service upon the next contract renewal. Our rep said they understood and noted our comments. This year (March 2023) I submitted a ticket prior to our account renewal, 'reminding' them that we would not be renewing our account. The ticket was ignored, and I was contacted by someone in customer service explaining that they would lower the price, give us 2 months free, etc., but they could not cancel the renewal because the prior account rep did not make any notations in the account about canceling our upcoming renewal. It is clear that we have not been using the service, and it is clear that the Birdeye account rep did not note down in our account that we would be canceling. We have attempted several times to cancel, and they continue to charge our CC on a monthly basis. We will be disputing all charges with Birdeye. We have reached out several times and they continue to ignore us. I would advise you find a different company to handle your reviews. This company is dishonest.

  

  Business Response

  Date: 05/08/2023

  Hi *****, 

  I apologize for this issue you have been facing. I completely understand your situation and want to make things right and get your cancellation processed as soon as possible. I have created a case for our support team to reach out to you in regard to your cancellation. Your case number is 01343862. Please reach out to me at ************************************** if you need further assistance. 

  Customer Answer

  Date: 05/25/2023

   
  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. Birdeye corrected their actions, canceled our account, and refunded us the amount in question. 

  I respect their effort to fix the situation. We are pleased and wish to withdraw our complaint. 

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/24/2023

  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 hired birdeye after being told of all the benefits like an account specialist, increased seo and the main reason we wanted to use the REVIEWS. After just a few months we could not get a hold of our rep, we had multiple problems with their links for reviews, and they did not abide by their own contract. Im told them not to run my credit card in writing as well as on a recorded line and they are still running my credit card without my permission. I have tried over and over to cancel and they continue to stonewall . They told me they would reach out the following week of course after a new billing date only to ghosts me once again. We are disputing charges on our card as we speak. I would highly recommend that people avoid birdeye at all cost as there are other companies that are honest and follow thru. They are scammers and are also outsourcing all of their services reps who are not allowed to have people cancel on their shift . Run run run

  

  Business Response

  Date: 04/24/2023

  Hi *****,

  We apologize that we were not able to meet your expectations. We strive to provide the best quality service and we would like to make it right for you. Please reach out to me at ************************************** so I can help with your cancellation and refund. 

• Initial Complaint

  Date:02/22/2023

  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 signed up for BirdEye in June of 2022 I was told we would get 3 months free for signing up at a convention. That never happened they started charging us right away so that was lie number one. We were told they would help optimize our ****** platform which they never did and we had to do ourselves. The never respond promptly when concerns are raised and give you the run around or pass it off to someone else forcing you to never reach a resolution. I can almost promise I will get a response to this saying please reach out to us so we can help you resolve this and when you do again more run around. Do you want to go to a company that copy pasted responses from previous complaints? English is a second language for anyone in customer service making it very difficult to communicate. My father was in the intensive Icare unit for a month followed by more follow on rehab forcing me to close my business to help take care of him. I have been attempting to close my account with them for 2 months now and all they care about is keeping my account on so they can talk about keeping my business open so they can keep stealing money from me monthly. I have never gotten a progress report or any data showing that they actually do anything for my company. This is the worst investment I have ever made and I would urge everyone to strongly recommend looking elsewhere they are one of the worst customer service based businesses I have ever encountered. Like many others here I called to cancel my account and never was able to reach anyone. I sent multiple emails and they kept giving me a runaround I've asked for any analytics justifying what the actual do for me and I get nothing. The contract is vague and misleading and no one can provide me a copy of the full contract either which is so shady. PLEASE PLEASE THINK TWICE BEFORE GETTING EMPTY PROMISES FROM THIS COMPANY THAT DOES NOT ACTUALLY CARE ABOUT YOUR BUSINESS or quite frankly do anything for you to gain business.

  

  Business Response

  Date: 03/13/2023

  Hi ******,

  We apologize that we were not able to meet your expectations. We strive to provide the best quality service and we would like to make it right for you. Please reach out to me at ************************************** so we can discuss your cancellation and get this resloved as soon as possible. 

• Initial Complaint

  Date:02/14/2023

  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.

  I entered into a business contract with the Company in September of 2021. We were unhappy with the services, as the website widget caused problems when user's viewed our site on mobile. We chose not to renew and sent no less than 13 non -renewal notices via email, in accordance with the contract's non renewal provisions. Birdeye refused to acknowledge the non renewal, instead running a bait and switch of "account managers." We continued to notify of the non renewal in writing until a representative, ***********************, finally confirmed via email that our contract would end in October 2022. Suddenly, ****** is now sending me invoices and trying to auto-charge my credit card on this expired contract, claiming it was renewed, when they are aware it was not. I have made numerous attempts to contact ******, and they just ignored my emails and written evidence of non renewal and continue to attempt to unlawfully charge my credit card for services I am not longer obligated to use.

  

  Business Response

  Date: 03/13/2023

  Hi *****,

  I apologize for this experience you have faced. I can confirm that your account has been cancelled and is no longer active. Please let me know if you need any further assistance at ************************************** 

   

   

   

  Customer Answer

  Date: 03/15/2023

   
  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:01/16/2023

  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 never sign anything never talk to any representative form bird eye. I requested it voice recording of the people involved on this. Basically I am lack n a contract for a year. And I never talk to anyone. Neither any of my employees. It is beyond upsetting

  

  Business Response

  Date: 02/01/2023

  
  
  Hi ******, I am sorry for this experience you have faced. Can you please email me with a little more information about your company at ****************************************** so I can further assist you with a solution?

• Initial Complaint

  Date:01/13/2023

  Type:Customer Service 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 using BirdEye since 2019 and in the middle of 2021 main features of the application stopped working. I called to cancel my account and never was able to reach anyone. I sent multiple emails and they kept giving me a runaround with clicking links and after I thought my account was finally canceled, they still charged me. After a month they sent me a message saying my account can't be canceled due to the fact that it has to be canceled 30 days before the automatic annual renewal. So they say I still owe for 9 more months. There were no initials nor even the ability to confirm this part of the lengthy contract. I have referred this company to dozens of my clients and will be reaching out to them to let them all know the shady tactics they are pulling. They then threatened legal action so I contacted my lawyer to draft a letter I may *** for suffered plus costs and interest, due to lack of providing services.

  

  Business Response

  Date: 01/30/2023

  
  Hi ****, I am sorry for this experience you have faced. Can you please email me with a little more information about your company at ************************************** so I can further assist you with a solution?

• Initial Complaint

  Date:01/11/2023

  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.

  Our contract with Birdeye terminated on 10/31/22. They continue to bill our credit card after they acknowledged the termination on 10/31/22. They also stated that they removed our credit card from the account and it would not be charged. Since then, they've continued to charge this same credit card over $1,500 over the past 3 months. Their ****************** states they are unable to process our refund without the Account Representative reconciling our account to show that it terminated and that we should receive 3 months of credit for wrongful ******** from Birdeye AFTER our contract ended! Our Birdeye Account Representative does not return phone calls or emails. The termination of our contract was confirmed by them in emails, and the Account Representative kept delaying stating they were waiting for numerous approvals and should have resolved during the holidays. They are clearly attempting to charge our credit card for services that they are not providing, and AFTER they acknowledged the termination of our account with them. There are many complaints for this exact same reason on BBB against Birdeye.

  

  Business Response

  Date: 01/19/2023

  Hi ******, I do apologize for the frustration this has caused. I am here to help. Please email me at ************************************** so I can further assist you with your cancellation and refund.