Complaints

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

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  Salesforce.com, Inc.

  The Landmark @ One Market Street Suite 300 San Francisco, CA 94105

• 

  Salesforce.com, Inc.

  PO Box 191265 San Francisco, CA 94119-1265

• 

  Salesforce.Com

  16813 N 61st Way Scottsdale, AZ 85254-1398

• 

  Salesforce.com, Inc.

  New York, NY 10036-6757

• 

  Salesforce.com, Inc.

  New York, NY 10036

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:04/26/2024

  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.

  In July 2023 Salesforce solicited me to their CRM and brought in a certified partner and was to get my current CRM Redtail converted over and up in running with 6-8 weeks. with a $4,800 budget. I questioned them about the scope of work and was reassured by sales force and the partner IMG that they have done this many many time. It is now 9 months later.. and nothing is done. IMG within 8 weeks had nothing completed, could not figure out how to export data from current even with the expertise of doing this many times, I had to export it and it took me 10 minutes, but 6 weeks in they still had not figured it out. by kept 2/3rd of my money for no work. Salesforce brought in a new partner. all along salesforce has charged me $$thousands for a software I can not use. They also knew that IMG was having trouble completing other jobs and still brought them in at a low price to get me to sign that week or the deal was gone by the end of July.. so I have paid salesforce 5-6k so far and development vendors over 10k and still have no working CRM and salesforce continues to tell me to pay them the rest of the 36 month agreement on a software that is un useable..Beware they will also low ball the quote and time.. and sell their soles to get you to sign. I offered to just walk away and cut my losses and they still want the rest of the 36 months. I would have never signed the agreement had known it could not be done in 90 days and for less that 6k.. so with the quote and time frame I had wiggle room...but we are at 3 times the budget they laid out. I also would have signed I had I know that IMG was already in trouble with salesforce for non performance, they purposely with held this material fact. This un Ethical at the least and maybe even fraud.

  Business Response

  Date: 05/06/2024

  Dear ****,

  I apologize you were unable to get your licenses implemented. I see your request was rejected back in March, due to your request being mid-contract. Your case is being worked internally. I see your Account Executive and Account Manager will be in communication with you shortly. 

   

  Thank You!

• Initial Complaint

  Date:04/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We do not have sales force however anything we search up is linked to their product and it appears our home has now been taken over somehow thru this website and we have reached out numerous times and have gotten no help

  Business Response

  Date: 05/06/2024

  Dear BBB,

  Thank you for this feedback. We will look at this request internally.

   

  Thank You!

• Initial Complaint

  Date:04/13/2024

  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.

  I have tried to communicate with Dillon ********* and multiple other people about getting the platform functionally. I have reached out numerous time, on 2/1 , 2/15, 3/5, 3/16 and March 20th for the final time. I wanted them to make adjustments and they continued to pass me off videos, and tech support that couldn't do this. I also had my assistant Kambri reach out 4x. Finally this product is unusable with the fake sample data they have within it and they didn't remove it.

  Business Response

  Date: 04/18/2024

  Dear Chad, 

  After reviewing your Account, I see your payment was never processed. It attempted to charge but reversed 1/29/2024. I see your Account is currently Suspended due to nonpayment. I am working with Dillon ********, who you discussed, to look into your cancellation request. 

  Thank You!

• Initial Complaint

  Date:03/28/2024

  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.

  recurring annual payment paid on time, with invoice in question showing 0 balance within portal. Receipt was emailed by salesforce showing that the balance was paid on date it was paid w/ invoice referenced. Over the following months I received numerous emails threatening to send me to collections if the invoice was not paid. The phone number provided would go straight to voicemail, and the emails I attempted to respond with gave me error saying the email address was invalid. I sent several messages through online tableau portal as well, but never received a response nor confirmation via email that the messages were received. They sent me to collections, dinged my credit, and also claimed in emails they had attempted to reach me via phone, when I have never had a single voicemail from salesforce. Meanwhile the invoice in my account still shows paid, I can't even pay if it I want to. It seems like this is a common problem, and because they don't respond to communication, there is no recourse.

  Business Response

  Date: 04/02/2024

  Dear ****, 

  After looking into your Contract, I see you did receive an email saying your payment went through for Invoice 26398184, but for some reason the payment reversed that same day of 6/29/2023. I do see you then received an email for a Payment Reminder January 11th. There was a Suspension Warning sent out January 16th. Lastly on February 9th, you received a Collections Notice. I do apologize that you believed your payment went through, but it did reverse. I have shared an internal screenshot showing the payment did not go through. If you wish to regain access, please reach out to our 3rd Party Collections to resolve payment - AMS Phone Number: ************.

  Thank You!

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21500255
  
  I am rejecting this response because:
  
  - I never received response from numerous messages sent within portal, I have never received ANY of my responses to emails over past many months, nor any responses to voicemails with cancellation inquiry before billing even went through
  - There was never anyway for me to pay within my portal because the ******************* to this day reflects as paid - this is a failure to operate basic software on Salesforce end
  - I never received a single phone call communicating anything w/ late payment 
  - I have not used platform at all and do not wish to use it
  - Salesforce has not responded to requests for attorney information 
  - Salesforce needs to cancel invoice & remove account from collections or provide attorney information

  Sincerely,
  
  J. ***********************

  Business Response

  Date: 04/03/2024

  Hello ****, 

  Who were you sending emails to? I am not seeing any cases logged to our Billing team internally. From my experience, I am not familiar with receiving customer service from your portal. Unfortunately we do not cancel Contracts for disuse, and all Contract modifications have to be done 30 days prior to renewal. 

  Thank You!

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21500255
  
  I am rejecting this response because:

  - I sent several responses all met with same thing in outgoing email as shown in attachment, or the ones that did get through earlier this year with no error response, just go completely unanswered. 

  - Prior to this and before renewal,
  1) I had while logged into my tableau account & admin portal and submitted several messages via available support submission form as there was no sales or support ******* of any type listed w/ specific ******* info. I never received any response from any submission. 
  2) I previous had a sales/account rep ******* listed within my tableau portal, and in fact when talking to her in May I had alerted her to cancel my account from renewal as I couldn't figure it out. One of the messages I tried to send in was to confirm that was taking place. The other messages I sent in via form were to do the same; again never any response. 

  3) I made several calls to the general support phone number I found w/i Tableau portal and tried it over 20 times, it always going to voicemail.  I left several voicemails clearly stating I wanted to cancel. I never had a single returned call. 

  4) I can see my bank rep put a block on Tableau/Sales Force charges as I expressed complaint that i could not figure out how to cancel account and could not get anyone to communicate with me from portal after wasting hours attempting to communicate. It seems bank agreed that preventing people from canceling by not responding to any form of communication is indeed Fraud.  It looks like proper chargeback was filed and approved and confirmed that there was never any response to charge reversal. 
  
  If I logged in and it shows my bill as paid, meaning there is no 'click here to pay' button and I can't get anyone to respond to voicemail/email/phone voicemail to let me know how to pay, please tell me how you expect someone to pay? You also mention in your terms & you mentioned in initial messaging that you attempt to ******* by phone, of which there was never a single effort made. 

  I require give me a direct Tableau support managers name and direct ******* phone number so I can speak to them directly about all of this, I'm not even considering paying anything to anyone without speaking via phone. 
  
  It seems upon research of recent forums/blogs/review platforms that your complete failure to communicate or respond via any channel other than BBB is experienced by many. 

  If any further information required, please let me know. 
  
  If decision is made to continue to be completely slimy & unethical, please forward along your attorney's ******* information so I can let my team handle it from here. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/09/2024

  Hello ****, 

  Again I apologize you did not receive the response through the portal you desired. You do not have a Tableau Account Executive, but your Tableau Renewals Manager is *************************, ************************** I hope he is able to provide you the insight you require. For your reference, his manager is ***********************, "***********************".

  Thank You!

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21500255
  
  I am rejecting this response because: 
  no response to my claims, no correction to their failures, no denial that business practices are slimy, unethical, predatory, & purposefully deceptive... simply attempts to push the ball on to different individuals at company that will likely not respond to communication. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/16/2024

  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.

  I hired Salesforce for my company. We had the build out and the day we were to go live, my staff and I were unable to login and couldn't get a hold of anyone! It took Salesforce and the company they use for the implementation 30 days to get back to me (I have all of the emails to prove this). All I got was a sorry. It was opening day for my new company and I did even have phones because of this. All I wanted was my money back and now no one will answer my phone calls or emails. I have even reached out to legal, and they require something in writing (which I had done) and again nothing! I can't believe a company as big as this one won't try to settle this! I just want my money back, I have moved on to another provider.

  Business Response

  Date: 03/25/2024

  Dear *****, 

  After reviewing your Account, I see your Contract was Terminated to Bad-Debt due to nonpayment of 3 invoices. You would need to resolved payment with our 3rd Party Collections - AMS Phone Number: ************, to regain access. I apologize that you lost service, but that was due to nonpayment. Your Account was Active 2/14/2022, and was Suspended 11/1/2022. Your Account was then Locked 11/25/2022.

  Thank You!

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21441560
  
  I am rejecting this response because:

   

  That is a lie!  I was never able to log into the account. I have attached an email from *** stating they made a mistake and offered to close my account with refund. I was to open June 1st and the email is dated June 29th the first time I was contacted.  My account was NOT closed due to "non-pay" it was due to negligence on your part.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/07/2024

  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 been trying to cancel my subscription to the *********************** software, but due to their useless customer service phone bank, them locking me out of my account, and actually lying to me over the phone about how to cancel my subscription, they are trying to bill me for almost $1000 and are threatening to send my bill to a collection agency. I have called them no less than 12 times in 2 months and have gotten 0 answers or assistance about my case, just them constantly redirecting my call to other departments.

  Business Response

  Date: 03/25/2024

  Hello Clay,

  Cancellation of all licenses currently on this contract is effective as of February 16, 2024.

  Thank You!

• Initial Complaint

  Date:03/01/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 spoke with *********************** regarding having a system to integrate everything in one place. He assured me that salesforce can do what I need since he saw me demonstrating what I need. I asked for a free trial for a week or two, and he said they don't do free trials and I must purchase the software to test it. He also said they don't do monthly payment so I couldn't just test it for a month. I then waited a week and set another meeting to ask him again if Salesforce can do things the way I want and he said yes.I purchased the software and within a few days of testing the software I had issue getting this to work the way I explained to him so I spoke with the support team. They then explained that what I want can not be possible with Salesforce. I then contacted *********************** to explain, and he said I could do what I was asking for, which was not what the support said. I kept emailing him. Regarding what I was facing he kept saying I could do what I wanted then at the end, he said I would have to go through a partner to implement things. So I contacted two companies that quoted me over 10k for my project, and he then said he could refer to someone I contacted today, and they quoted me $5200. On top of that, I would have to use two to three different subscriptions from different platforms which is additional yearly payments to integrate some of the things I needed. After paying all that I would still have to relay on different platforms which is my initial goal.It's been less than two weeks, and he refuses to refund me as the software cannot do what I need I asked for his supervisor three times but he ignored that completely and tried to focus on something else.From what I understand, he is trying to delay things to pass one month **** to tell me it is over one month, so we cannot refund you.Why would I need to hire different companies to provide services that *********************** said salesforce already have.

• Initial Complaint

  Date:02/29/2024

  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.

  July 15, 2021. I created a personal account with Tableau. The purpose of which was to provide consulting services to various organizations.In October 2021, I accepted a position as CEO of a fintech startup and was no longer actively using the Tableau account.On July 14, 2022, Salesforce sent an invoice due the same date and automatically charged my credit card. I did not fight this charge. On July 12, 2023, Salesforce again sent an invoice and immediately charged my credit card again. Since Im not currently employed, I immediately tried to contact Salesforce multiple ways to cancel the account.Therefore, in July 2023, I disputed the charge with the credit card company. Per communications from the credit card company, they made multiple attempts to contact Salesforce to no avail. In September 2023, the credit card company agreed with my position and closed the case.On September 28, 2023, I received the first communication (besides the July 12, 2023 invoice) from Salesforce titled Late Notice 3. To be clear, I never received any prior communications, so it was not the third late notice. I immediately responded to the addressee and explained that I no longer wanted the account and had been trying to cancel the renewal. I received no response back. On December 19, 2023, I received the first of a few emails threatening collection activity from a *********************************** at Salesforce. I again responded that I did not want the account and was trying to cancel. No help was provided in canceling the account After a few more emails that brings us to the one received on February 28, ************************************************************************************************************************* the future.

  Business Response

  Date: 03/07/2024

  Dear ******,

  I apologize your request was not addressed. To cancel services, you would normally need to reach out to *********************** I am addressing this internally. I am also logging a case to cancel your Contract. I have turned your Contract to No for Auto-Renew. You should not receive any more invoices. 

   

  Thank You!

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21366005
  
  I am rejecting this response because: Although I appreciate the response and for someone finally indicating how to cancel a subscription, the response was silent with respect to the current invoice outstanding since July 2023 (which I have been actively trying to cancel since July 2023 and have not used the service since October 2022). That invoice should be cancelled as well for the response to be satisfactory. Please advise. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/28/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 would like to escalate certain issues and unsatisfactory account handling practices experienced by Previon Solutions, LLC (Previon) in connection with the recent change in terms and related pricing associated with the *********** **** ("SF") agreement (the Agreement) Effective November 1, 2023. The account executive assigned to Previon, was aware the contract auto renewed on October 30, 2023. Prior to the auto renewal and on several occasions, including the conversation with SF on September 7, 2023, Previon expressed the desire to adjust certain services and pricing in connection with the Agreement. On September 7, 2023 you provided a quote for renewal of the Agreement at a rate of $43,056.00 for a term of twenty-four (24) months expiring on October 31, 2025. In that same email with the attached quote and related paperwork, you indicated the quote was valid through October 31, 2023. On October 30, 2023 at 1:46 p.m. ********************* at Previon emailed you as the account manager expressing Previons desire to remove one or two inactive users and inquired if cancelation of the Agreement was the only option to effect the change. On October 31, 2023 at 2:10 p.m. ******* ******************************* sent an email to ***** indicating revised pricing (as reflected in the table she provided below) for the reduced number of users per ****** October 30th communication above. There was no prior disclosure of the increase of Unit Price Per Month which would be applied as the client/customer requests a reduction in the number of users until ***** requested the reduction in users. The inconsistent pricing and lack of ability to honor prior quotes clearly indicates Salesforce was attempting to re-negotiate the terms of the Agreement. We wish we would have reviewed the BBB profile of Salesforce and read the eleven (11) negative one star reviews against the company, profile attached. This shows a clear pattern of abusive and deceptive billing and pricing tactics by Salesforce.com.

• Initial Complaint

  Date:02/16/2024

  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.

  I contacted Salesforce back in April 2021 and agreed to pay for one year license to use Tableau. The order placed was ******* which cost me $840. The license was valid from *********** to ***********. In 2022, the license auto renewed automatically charging it to my credit card per my authorization at that time. However, in April 2023, the license auto renewed again, this time I did not authorize this charge because I was not using the software anymore. When I saw the charge in my credit card, I tried to cancel the subscription online, but I was unsuccessful. There was no place online to cancel. I immediately called SalesForce customer service at ****************, but no one answered. I tried calling them many times at different hours, but no one answered my calls. Since I was already charged in April 2023, I tried to cancel and get a refund by calling the sales team again. I was finally able to speak to a rep, who told me to call the customer service number.After days and many frustrating hours going through the phone automated system without able to talk to a live person, I called my credit card company and disputed the charge. My credit card company sent me a letter stating that the issue was resolved in my favor. Despite this apparent resolution, the Receivables and Collection agents keep sending me email asking for payment. I sent a couple of answers to them explaining what I just expressed above, but the Receivables and Collection agents have only threaten with sending my to collections.*********************** ( *********************** and ******************************* **************************** have sent me several emails with the threat to sending me to collections.******* last email states that if I do not pay by 2/26/2024, they will be sending me to collections.My acct ******* Salesforce information below:Tableau Software, LLC A Salesforce Company ************************************************** Phone: ************** FEIN: 47-0945740 DUNS: ***********

  Business Response

  Date: 02/19/2024

  Hello *******,

  After looking into your claim, I do see your current outstanding invoice. Your Contract was set to end 4/13/2024. Our standard procedure for a cancellation request is to log a case with our billing team, requesting non-renewal 30 days prior to your renewal. I have marked your Auto-Renewal to No.