Business Profile

Computer Software Developers

Salesforce.com, Inc.

Headquarters

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Complaints

This profile includes complaints for Salesforce.com, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

89 total complaints in the last 3 years.
29 complaints closed in the last 12 months.

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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:11/13/2024
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 bought an individual Tableau one year license in January 2023 for $840. I ended up using the license for a couple months, then I got a new job in March and didn't have time to continue pursuing my side projects, so I shut down my Tableau instance during early 2023. Since I had already paid for 12 months I fully expected to pay out the full year- totally fine. What i wasn't expecting was that in January 2024, ********** attempted to auto-renew and bill my account for another one-year subscription. The credit card on file was no longer in use, so the payment was not processed... and then they sent me to collections. So apparently what has happened is, despite not using any ****************** services or resources since early 2023, they feel justified in holding me responsible for an entire second contract year from Jan 2024 through Jan 2025. Stranger yet - I tried to access my customer login a couple months ago and was completely unable to. It seems to me that my account is considered "suspended" so I cannot log in at all, and yet I am presently being charged for additional months of service until January 2025? It makes very little sense to me. I have not yet been able to resolve this with the collections agency or ********** billing. Frankly, I am worried about another bill for January 2025 through January 2026 soon, the way things are going. They have only so far collected $840 from me and I think that is the fair amount, but the second invoice they are asking me to pay doesn't seem right. I have not yet been able to get in contact with anyone at ********** or Tableau, via phone or email, to discuss - I am still trying, however.
Business Response
Date: 11/18/2024
Dear BBB,

According to our MSA, all Contracts are set to auto-renew and will renew unless specifically stated not to. The customer's Account is Locked, as their Contract was Terminated to Bad-Debt. The debt with Collections will need to be paid to avoid a credit impact. I can confirm their service has been cancelled.
Thank You,
Salesforce Customer Success
Customer Answer
Date: 11/20/2024

Complaint: 22553185

I am rejecting this response because:
What is most concerning about this situation is that had ********** simply communicated the obligation outlined in their MSA (if legally binding) to me back in/around January 2024, when the auto-renewal occurred, I likely would have acknowledged the bill, made the payment, and made some use of the *************** over the next 12 months. Now that I understand **********'s point of view, my frustration primarily stems from the lack of communication that has essentially rendered me unable to make use of the service (Tableau software) that the money is intended to cover. I ask that anyone reviewing this complaint consider the following timeline and assess whether this reflects the actions of a company genuinely seeking rightful payment for services given, or one using a predatory contract clause and intentionally obfuscating and delaying communications in order to exploit and take advantage of a customer:
1. January 2024 I receive an automated email letting me know that "Our most recent attempt to process payment for <name> has been declined by the credit card processor" and "In the event of a second decline, we will suspend the account pending receipt of payment." There was absolutely no mention in this email of a legal obligation to pay, or that the invoice would be forwarded to 3rd party creditors if I did not pay. As previously mentioned I had, at this point, long ago 100% stopped using the service and had taken all my assets offline. I interpreted this message as how someone might interpret notification that a ******* subscription had failed to renew since I wasnt using the service and did not intend to renew, no action seemed necessary on my part.
2. Following this one automated notification from **********, I received no further communication via email or phone for another four months. On May 10, 2024, a third-party collection agency contacted me via email. Their email did not include an official invoice attachment, an invoice number, or any reference to Tableau or the services I originally subscribed to. Given that I had not used any ********** services in over a year, I believed this was most likely a scam or phishing attempt.
3. I receive no further contact from the collection agency or **********, until another 4 months later around mid-September when I receive a phone call attempting to follow up on the claim. Once again they could provide me no satisfactory details around the supposed charge, other than that it had to do with "either ********** or Tableau" and they expected to me to pay over the phone with a credit card. The request was highly suspicious so I declined to pay at that time, but after hanging up I begin to due my due diligence to check to see if I could be missing something. I managed to dig up my old Tableau account details and log in. There was NO RECORD of any unpaid invoices on my account. I return this feedback to the credit collection agency, expressing my confusion and asking them to please provide more details if it really is a genuine attempt to collect on something valid.
4. I do not hear from anyone again until approximately 6 weeks later, on 10/28/2024, when the collection agency finally sends me a real pdf invoice with a contract number that references the original purchase, as well as a copy of the **** Shortly thereafter I reach out to ********** Billing directly to confirm the validity of the invoice, and they reply on 11/14/2024. Note that this is the first time that ********** ever communicated with me in regard to the issue, apart from one vague and automated email with no specific call to action, 10 months later and prompted by myself.
As it stands, ********** is requesting payment for the full second 12-month period, yet at best, if they were to reinstate my account, I would have access to the *************** for only approximately ~6 weeks before the contract expires on January 12, 2025. This lack of communication from both ********** and their collection agency has resulted in a situation that is significantly more disadvantageous for me than it would have been had I simply been contacted by their billing department back in January. If this is how ********** treats a customer who has used their products for personal and enterprise needs for nearly a decade, attended their conferences, paid to become certified, purchased merchandise, and more, I cannot accept their response, nor can I in good faith recommend their services moving forward.
Sincerely,

DG
Business Response
Date: 11/27/2024
Dear BBB,

According to our MSA, all Contracts are set to auto-renew and will renew unless specifically stated not to. The customer's Account is Locked, as their Contract was Terminated to Bad-Debt. The debt with Collections will need to be paid to avoid a credit impact. I can confirm their service has been cancelled.

Thank You,
Salesforce Customer Success
Customer Answer
Date: 11/29/2024

Complaint: 22553185

I am rejecting this response because:

Sending customers to collections without so much as a courtesy notification/explanation (even if automated) is a dishonorable way to do business.
Regardless, ************* would like to allow me to pay this $840 bill while still being able to make use of the service that the payment is intended for (12 months of Tableau), I would agree to that as a good-will compromise and I would pay the bill immediately. Alternatively, I would also consider a proposal for me to pay some lower amount than $840, and we cut ties immediately - no need for ********** to deliver on any months of continued service. But if we go that route it should be a substantially lower amount than $840, which seems fair since I would essentially be paying a donation to ********** for zero services delivered.
On the other hand, if ********** plans to hold me accountable for the full $840 amount without delivering on the 12 full months of service, I will refuse to pay the bill out of principle.
I will leave it up to ********** to respond once more and determine how this will be handled.

Thanks,
DG
Initial Complaint
Date:11/03/2024
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 have never been able to log into my account and thus have not been able to cancel it. I have requested to close this account since the beginning but I have never gotten a response from ********************** ******************* or ********************** Finally last month someone in sales helped me get my account rep **** and connected me to you. Please cancel my account and refund the charges.Thank you, ***** ******,email@**************************** Acct: ********
Business Response
Date: 11/06/2024
Dear BBB,
This customer was billed separately through ****** themselves. This is not billed through **********. For assistance the customer should reach out to, "************************".
Thank You,
Salesforce Customer Success
Initial Complaint
Date:10/17/2024
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.
My startup business is on the verge of insolvency (no legal proceedings, just don't have money), and Salesforce is refusing to either reduce my licensing obligations or cancel my subscription entirely prior to my contract expiration (February). I will _have_ to issue a stop payment through my bank to avoid my remaining three payments if they don't cancel my subscription. Here's the correspondence with my account rep: "Hey Mark, Sorry to hear this news and I'm sympathetic to the situation you're in. Unfortunately, mid-contract cancellation and or prorated refund is not an option at Salesforce. On Wed, Oct 16, 2024 at 1:03 PM Mark H**** wrote: Hi ****, ***** can no longer afford Salesforce. We are effectively still pre-revenue, Salesforce represents almost half of our monthly expenditures, and the payment that went through yesterday dropped our account to a negative balance. I don't expect Salesforce to grant the request, but if a prorated refund is available and we can cut services this coming Friday, Oct. 18, it would be much appreciated and go a long way toward maintaining a favorable opinion of your company. Mark H**** ************ ************ -- ********* ****** ********** & **** ******** **** | Salesforce M: ***** ********"
Business Response
Date: 11/06/2024
Dear BBB,

We have reviewed the customer issue and our representative has worked with the customer to modify their contract. This issue has been resolved.

Thank you, Salesforce Customer Success
Customer Answer
Date: 11/06/2024
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,

Mark H****
Initial Complaint
Date:10/06/2024
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.
This company is a spam platform for spammers. Their own spam policy states, "Customers certify that they will use all services only to send Messages (including, without limitation, text messages and commercial emails) to subscribers and recipients that have expressly consented (opted-in) to receive them. Customers are forbidden to transmit unsolicited: text messages or commercial email, junk email, or bulk email (Spam) via the services." The spam has subjects such as "Caught On Camera - Real UFOs in the ***** I never subscribed to any of this spam and unsubscribe or opt out links are not contained in the spam emails. Numerous complaints have been filed with ********** and the complaints go unanswered with no action being taken. One such spammer who has found a haven in ********** is ************************. ********** intentionally enables spammers.
Business Response
Date: 10/14/2024
Dear BBB,
Thank you for this input. I will make note of this concern.
Thank You,
Salesforce Customer Success
Initial Complaint
Date:10/02/2024
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.
We were given a demo video of Digital Engagement. Showing that we could do all these things in the video, when asked I was told we needed nothing else other than offprem to implement it.We we charged $75 a month per user for a year. Then the company our *** set us up with, offprem charged us $3500 to "install" the software, which was basically their guy sitting there flipping some switching asking us what we wanted At the end of it, NOTHING that we were showing in the video was possible. We confronted both our ********** *** and our offprem *** and basically told too bad. That we got what we paid for.'Salesforce *** said they would roll it in the user lisences, which are useless and then she told us it'd go away at the end of the year, so we spent $6000 on absolutely nothing, aside from the fact that ********** promotes false advertising Here is the completely Misleading video, Nothing in here is possible "out of the box" as we were told it was **************************************
Business Response
Date: 10/10/2024
Dear BBB,
We have reviewed the customer issue and our representative is working to accommodate and modify their contract. This issue is being resolved.
Thank you,
Salesforce Customer Success
Customer Answer
Date: 10/10/2024

Complaint: 22372639

I am rejecting this response because: we have not received compensation on this

Sincerely,

William Bochkay
Business Response
Date: 10/14/2024
Dear BBB,
We have reviewed the customer issue and the charges have been credited. Please consider this issue resolved.

Thank You,
Salesforce Escalation Team
Customer Answer
Date: 10/14/2024

Complaint: 22372639

I am rejecting this response because: the has been not one but of reimbursement. You can see from an email today they are telling us we have $136 credit on our account when we should have about $6000 sitting as a credit
No one has credited us anything or reached out

Sincerely,

William Bochkay
Initial Complaint
Date:09/23/2024
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.
Our company was interested in working with salesforce as it appears to be the number one platform that companies use for client relations and booking systems. Unfortunately, this certainly is not the case on our end and we have been having a very difficult time disputing the fact that salesforce is trying to claim that we owe them almost $5000 and are signed onto a one year contract. ***** ******* from the Toronto office was our sales person. Fast forward to our company wanting to move forward with salesforce and we have email documentation that ***** sent us a link to “pay now” In order to accept our quote and start the process with salesforce we would have to input credit card information, Therefore, no process of acceptance, nor approval to move forward, was granted in this case due to this matter. We never input any information and a little under two weeks later We sent an email to ***** as there is no contact number listed in any emails from anyone coming from salesforce so it’s very difficult to get in touch with anyone, and let him know that we were pausing cloud partner as well as needing to put a pause on with salesforce due to our other company, having some financial obligations that would take the funds necessary to pay for both systems. I have tried repeatedly emailing multiple individuals with no resolution as salesforce is now claiming we owe thousands of dollars for a service. We never received login credentials nor account information as we never paid for services from the email ***** sent. ****** ****** is another new person now getting sent to monitor our account and states that we’re obligated to pay or legal Will be taken. I have multiple emails and documentation as to how we should not be charged for anything as the communication and constant changing of reps and no use of the salesforce platform in general as we never paid to accept the quote therefore we shouldn’t be charged.
Business Response
Date: 09/25/2024
Dear BBB,
After reviewing this customer's Contract, I do see they signed for a year of service. I have attached their signed Order Form for reference. They currently have one invoice outstanding for the amount of USD 1,348.34. In addition, please note we do not offer cancellations due to financial issues unless we have a valid credit case outlining serious financial hardship.
Thank You,
Salesforce Customer Success
Customer Answer
Date: 09/26/2024

Complaint: ********

I am rejecting this response because:

Although the ******** was signed - the email from ***** I previously posted clearly states that Approval and acceptance of your quote is dependent on inputting your credit card information which was never completed therefore based on this email and communication the terms were therefore not accepted.

Sincerely,

Paul B******
Business Response
Date: 10/01/2024
Dear BBB,
I am not seeing any attachments in this complaint. I did review their Contract, and the payment method was set to Check.
Thank You,
Salesforce Customer Success
Customer Answer
Date: 10/03/2024

Complaint: ********

I am rejecting this response because:
***** from Salesforce who was our rep never discussed nor opted into pay by check situation at all.
He sent over an email which is attached stating that in order to approve and accept the offer from Salesforce we have to input a credit card and we never did, therefore if your system says “pay by check” someone or ***** must have done so on their own without written consent or confirmation from us as we never use checks in our company and only pay via credit card.
There are additional emails from others at Salesforce as well attached showcasing the lack of follow up from ***** never receiving an email in reply to any of these requests for communication.
We never even received an email with a link to use a Salesforce account and don’t even know the website to even sign into an account or a log in username and password. One of this information was provided to us as stated in the email that ***** sent regarding inputting a credit card via the link to approve and accept terms of opening and starting an account.

Sincerely,

Paul B******
Business Response
Date: 10/10/2024
Dear BBB,
I am going to share the Manager of their Account Executive. Please reach out to their manager for clarification into your request. Their AE is ***** *******, "***********************". Their AE's manager is **** ******, "**************************". A case for cancellation was logged but the request was Rejected. I would ask their manager to submit another case for approval.
Thank You,
Salesforce Customer Success

Customer Answer
Date: 10/10/2024

Complaint: ********

I am rejecting this response because:
I sent in a Balance Sheet form requested by them to cancel based on a number of financial factors that would qualify us for cancellation even though we should not be charged or required to pay based on a number of factors.
Have not received communication back from them in days regarding this receipt of form.
If this is not canceled or resolved/closed I will contact an attorney to resolve this issue.

Sincerely,

Paul B******
Initial Complaint
Date:09/19/2024
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.
Our company started using Tableau in 2018. In August 2019, ********** acquired *******. In 2022, we decided to cancel our subscription. On 07/21/23, we received an email from ********** stating we had an outstanding balance. We requested clarification, as we believed we had canceled our subscription in 2022. ********** stated we still had a 36-month term contract with an end date of 06/30/24. We requested a copy of this contract but received no reply. On 08/31/23, we requested the contract copy again but received no response. On 09/27/23, we made another request, no response. On 10/02/23, we called *********** They assured us they were working on getting us the contract and would not refer us to a collection agency.On 02/13/24, they emailed us again asking for payment. We explained the situation, stating that we never received the contract and requested the invoices be canceled. They replied that the contract could not be canceled at this time. We requested the contract again but received no response, only another email asking for payment and threatening to refer us to a collection agency. On 02/29/24, we emailed ********** once more but received no reply. On 07/15/24, collection agency Radius GS emailed us, asking for payment. We explained the situation, stating that we never received the contract ********** was supposed to send. No reply. On 09/12/24, Radius GS requested payment again. We explained the situation again. We finally received a response to our request to see a copy of the contract: there is no contract. The debt apparently arose from an auto-renewal service. This explanation came after over a year of numerous requests for clarification. ********* gave us no options to dispute and said our debt had been with them since 05/09/24, yet we were not informed that we had been placed with a collection agency. ********** has been very unclear and unresponsive in their communication over the past year while we tried to figure out why we owed them money.
Business Response
Date: 09/20/2024
Dear Marcel,
I apologize you did not receive your desired assistance in a timely fashion. After reviewing your Contracts, I see your Primary Billing contact was listed under, Wayne Hughes, "[email protected]". Wayne was receiving all the past due notifications as well as the Collections agency warnings. I do apologize again for all inconveniences.

Thank You,
Salesforce Customer Success
Customer Answer
Date: 09/23/2024

Complaint: 22310542

Thank you for your reply. We appreciate your apologies. However, we cannot accept this response as a resolution to our complaint. None of the issues we raised were addressed. Simply stating the email address where notifications were sent does not resolve anything. We have received the notifications sent to that address, but the questions we asked for over a year, were not answered, over and over again. Please read our complaint thoroughly, and we look forward to a response that addresses our concerns.

Sincerely,

Marcel Schotanus
Business Response
Date: 09/25/2024
Dear BBB,
We do not have any cases on file requesting for a cancellation. Unfortunately without a paper trail we can not back date the cancellation. I have reached out to the Bad-Debt team internally to see if anything can be done regarding the Collections Agency. I shared your billing contact in the initial response, since you stated you did not know you were being sent to Collections. The billing contact would have received several notices that you had past due balances as well as being sent to Collections. Since there is no cancellation request on file, we can not verify this claim. However like previously stated, I will work internally to inquire if any courtesies can be shared.
Thank You,
Salesforce Customer Success
Customer Answer
Date: 09/26/2024

Complaint: 22310542

Thank you for your response. We appreciate your efforts to reach out to the Bad-Debt team internally.
However, your response does not address one of our main concerns: the unresponsive communication over the past year. In Salesforce’s initial reaction, a 36-month contract was mentioned. We requested to see this contract, hoping this would help us understand the outstanding balance. We requested to see this contract multiple times over the past year but never received a proper reply. This lack of communication has led to the current situation.
Given that we have not received the contract or any clear communication regarding the auto-renewal terms, we believe that our request for cancellation should be honored.
We would appreciate any courtesies or resolutions your team can offer to resolve this matter amicably. For now we will reject your response. Please let us know when you've heard back from your team.
Thank you for your understanding and assistance.

Sincerely,

Marcel Schotanus
Business Response
Date: 10/01/2024
Dear BBB,
I apologize you have not received your desired answers or service. I am sorry your request for your Contract was never provided. From my view there is not a Contract that I could share. On March 21, 2022, Tableau integrated with Salesforce. As a part of this change, we have a new way of working with you. Your Contract must have auto-renewed from pre-migration. I have reached out to your Tableau Renewals Manager to look into your original Contract. For your reference, your RM is Colin Bukovec, "[email protected]", if you prefer to reach out to them directly. I am awaiting their response for your Contract.

Thank You,
Salesforce Customer Success
Customer Answer
Date: 10/03/2024

Complaint: 22310542
We received an email from Amani Hall with some more details of the charges and we appreciate these efforts to clarify the situation. However, the fact remains that we have not received any clear communication regarding the auto-renewal terms or the contract itself until now. This has been going on for over a year. We maintain that our request for cancellation should be honored due to the prolonged lack of response from Salesforce. Please let us know what steps you’ll take next.

Thank you for your help.

Sincerely,

Marcel Schotanus
Business Response
Date: 10/10/2024
Dear BBB,
I apologize this customer did not receive their desired service until now. Unfortunately there is nothing we can do about the lack of communication until now. I have attached all the documentation I was able to receive for their Contract. Unfortunately because the Order was pre-migration from Tableau to Salesforce, there is no record of the auto-renewal in its own documentation. I have however attached their original order form and order confirmation.
Thank You,
Salesforce Customer Success
Customer Answer
Date: 10/14/2024

Complaint: 22310542

We appreciate your acknowledgment of the lack of communication. However, we believe this issue significantly impacted our experience and the fulfillment of our contract. Here are the key points we would like to highlight:

1. Acknowledgment of Poor Communication: Salesforce has admitted there was a lack of communication. This supports our claim that we were not adequately informed about the status and terms of our service.
2. Missing Documentation: Salesforce mentions that there is no record of the auto-renewal due to the system migration from Tableau to Salesforce. This lack of documentation is critical, as it implies that the auto-renewal was not properly documented or communicated to us, which is a significant oversight.

Given these points, we respectfully request that Salesforce consider our complaint valid and take appropriate action to resolve this matter in our favor. Specifically, we ask Salesforce to confirm whether they will cancel the outstanding balance due to the prolonged lack of response and documentation issues.

Sincerely,

Marcel Schotanus
Initial Complaint
Date:09/16/2024
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.
Details from ********** Predatory Sales Behavior Date of Transaction: 10/26/2023 Amount of Money Paid to business: Total: USD *********+ annually What the Business Committed: "Strategic Investment" IF company increased pricing and renewed early we would be Locked in with pricing discount and concessions.What is the nature of the dispute: This has been a growing trend across the 5+ years with **********. We are told if we spend more or add more users at the end of a quarter or fiscal year current issue/questions can be resolved as well as promotions applied. We understand change is common but having 6 assigned AE's in that time using the sales methodology above we have struggled to get common questions answered and support. The specific dispute was when our company reached out to get all users on the same pricing as our rates fluctuated wildly for the same service meaning user A and B could have same ****************** with a considerable delta in price. The fix was told to us to do an early renewal and a manager approval could be granted. The kicker we would need to meet a volume agreement with new order during renewal. It was a big jump in spend but we committed to adding 30+ users to sales force licenses (91 in total) which have gone unused during 2024 year. Prior to signing paperwork we ensured our pricing would be locked in concession as it states on document and were told it would be. Now we are up on our renewal for account and being told we are loosing the discounts negotiated due to a price increase 9%. Our last question before singing was being locked in knowing we were purchasing service to go unused and we were assured we would maintain pricing discounts if we made the purchase.Has Business Tried to resolve: NO stating there is nothing we can do and they will not pull recording of sales call because its a price hike. Stated if additional products added we may be able to avoid 9% rate hike.Request: Remain on same negotiated rate
Business Response
Date: 09/17/2024
Dear BBB,
We have reviewed the customer issue and our representative will work with the customer to resolve this inquiry.

Thank you,
Salesforce Customer Success
Customer Answer
Date: 09/24/2024

Complaint: 22291564

I am rejecting this response because: Hello rejecting solely on the basis there has not been a member of ********* who has responded to this request.

Sincerely,

***** ******
Business Response
Date: 09/25/2024
Dear BBB,
I have reached out to the customer's Account Executive, **** *******, ************************** as well as their manager ***** ********, ******************************** Feel free to reach out directly to them as well. I am waiting their reply.
Thank You,
Salesforce Customer Success
Initial Complaint
Date:08/27/2024
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.
SIgned me up for services we aren't using and strong arming me into a contract
Business Response
Date: 09/10/2024
Dear BBB,
We do not unfortunately cancel Contracts for usage. The customer signed Order Forms. A cancellation request can be put in 30 days prior to their renewal date.
Thank You,
Salesforce Customer Success
Initial Complaint
Date:08/24/2024
Type:Order Issues
Status:
AnsweredMore info
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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.
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The business failed to respond to the dispute.
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BBB is unable to locate the business.
When my business needs changed, I chose not to renew *********** However, they continued billing me $924.16 without my knowledge. Despite having records of these charges, ********** required me to obtain transaction receipts from my bank. After I provided the receipts, they only refunded $303, citing an auto-renewal clause I wasnt fully aware of. They plan on keeping $621.16, which I find unfair. This experience ensures Ill never do business with ********** again, and I strongly advise others to avoid them as well.
Business Response
Date: 08/27/2024
Dear BBB,

We have reviewed the customer issue and our representative has worked with the customer to accommodate their request. This issue has been resolved.

Thank you, Salesforce Customer Success

Customer Answer
Date: 08/27/2024

Complaint: 22191914

I am rejecting this response because: That's a lie, They owe me $924.63 in total, they reimbursed be $303.00 They still owe me $621.63. Saying that they 'worked it out with me" is a lie. Have them submit proof that they reimbursed me $924.63. They made me go to the bank to get copies of the $924.63 they took out of my account, now make them show you notarized documents that the paid me $924.63.

Sincerely,

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

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