Complaints

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

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  SurveyMonkey

  910 Park Pl Suite 300 San Mateo, CA 94403

  
• 

  SurveyMonkey

  1 Curiosity Way San Mateo, CA 94403-2396

  

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:08/29/2022

  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.

  SurveyMonkey Invoice #******** was billed incorrectly. My intent was to subscribe to one survey with one user for a single event. However, your company charged me for three users and a renewal fee. In short, I am requesting a full refund, in the amount of $954.00. The June 22, 2020 survey should have been a no charge event. Thank you.

  

  Business Response

  Date: 08/30/2022

  Were sorry to hear about this customer's experience.

  
  Subscription options and conditions are included for customers to view and agree to on the sign-up checkout page when processing the payment for an account upgrade, and listed within our Terms of Use. SurveyMonkey is a self-serve tool, and as such we expect our customers to carefully read and consider the terms and conditions they are agreeing to before providing their credit card information. 

  
  With any of our annual plans, we provide a full year of service for a set price, and this year begins upon upgrade or renewal; once this has occurred, the account is committed for the full billing period. This is included in the agreement we make with our customers about what they can expect of us. Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use states that the fees paid by the customer are non-refundable. We can also cancel this auto-renew setting on a customers behalf when contacted directly through our support channel: http://help.surveymonkey.com/contact 

  
  Our support team was able to locate the initial support ticket with the refund request. We encourage the customer to continue communication with support should they have any additional follow up questions.

  
  

• Initial Complaint

  Date:08/16/2022

  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 sent message to Survey Monkey to discontinue membership. I have heard nothing back and they have just stolen money from my account - with no avenue for removing my credit card details from their records. I wish for a full refund. This is pure Theft. I will be reporting to ********** Authorities and my banking institution.

  

  Business Response

  Date: 08/17/2022

  Were sorry to hear that the auto-renewal setting came as a surprise to this customer.

  
  The purchase process outlines terms for an ongoing membership, and includes the following statement below the [Confirm] button: You will be billed $XX when you click CONFIRM. Your subscription will automatically renew and you'll be billed $XX each year until you cancel it. By clicking CONFIRM, you agree to our Terms of Use and Privacy Policy: https://www.surveymonkey.com/mp/policy/terms-of-use/.
  The feedback about auto-renewal reminder emails has been received by our team, and we do want to confirm that all paid SurveyMonkey accounts do have this feature enabled within their account. 

  
  Once a subscription is created, customers retain control over the auto-renew setting within their accounts, and auto-renewal can be disabled by the account holder at any time during a billing cycle. Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use states that the fees paid by the customer are non-refundable. We can also cancel this setting on a customers behalf when contacted directly through our support channel: http://help.surveymonkey.com/contact 
  
  This customers case has been reviewed by our management team. Though we understand that refunds have been requested, we are entirely prohibited from refunding these charges, so no exceptions will be made to our no-refund policy.
  

  
  

• Initial Complaint

  Date:08/14/2022

  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.

  In 2019 I joined Survey Monkey with a basic, free membership. I used the platform once for a specific project and have not used it since, nor have I had any contact with the company.On July 11, 2022 I received a charge on my **************** Card for $384 as an annual renewal fee from Survey Monkey. I disputed the charge with Amex and attempted to contact the company via the information provided with the charge for Survey Monkey (p: ************** and ********************************* The phone number was an automated number that disconnected me and I never received any response from the email.On July 13, Amex wrote me that the dispute was closed and the charge re-appeared on my ****. I disputed the charge a 2nd time on **** and after exhaustive research, was able to reach a member of Survey Monkey via email. Within 6 hours I received an email back with a link to their terms and conditions letting me know I would not receive any credit or refund of any kind. I have reviewed the T&Cs in detail and they are standard. There is nothing stating that if I am incorrectly billed due to an inactive account I would still be responsible for the fee, which is more than the subscription fee level I signed up for or agreed to back in 2019. I was told to take it up with **************** and that no further assistance will be given.I don't have a phone number to call nor any additional recourse available to me via these channels. I have asked for a supervisor to email me as this is unacceptable and am currently awaiting any additional response.This is a complete sham, banking on the assumption that it will be so difficult to reverse these erroneous charges that people will simply give up.

  

  Business Response

  Date: 08/15/2022

  Were sorry to hear that the auto-renewal setting came as a surprise to this customer.
  ********************** is a self-serve tool, and as such we expect our customers to carefully read and consider the terms and conditions they are agreeing to before providing their credit card information. Since we do not make changes to a customers account without their express permission, accounts will continue to renew regardless of the amount the account is used or how frequently users log in. 

  
  Once a subscription is created, customers retain control over the auto-renew setting within their accounts, and auto-renewal can be disabled by the account holder at any time during a billing cycle. Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use states that the fees paid by the customer are non-refundable. We can also cancel this setting on a customers behalf when contacted directly through our support channel: http://help.surveymonkey.com/contact 

  
  The feedback about auto-renewal reminder emails has been received by our team, and we do want to confirm that all paid SurveyMonkey accounts do have this feature enabled within their account. 
  
  This customers case has been reviewed by our team. Though we understand that a refund has been requested, a chargeback dispute has been filed with their card issuer. We suggest the customer follow up with their card issuer for further details. When a dispute is filed with the card issuer/bank, they handle the entire process and would determine if it qualifies for their dispute criteria and reimbursement. Any reimbursement would come from the bank, not in the form of a refund from SurveyMonkey.
  

  
  

• Initial Complaint

  Date:08/02/2022

  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.

  At the end of April, early May of 2022, I signed up for a free trial of Survey Monkey's premium services. They would not let you sign up for their free trial without providing a payment method, which I thought was odd, but I wanted to try out Survey Monkey to see if it would be helpful for school. I was never given any alerts when signing up regarding the automatic renewal services of the program. By law, Survey Monkey would have been required to alert me at the end of the free trial as to the automatic renewal that was to begin and the automatic charges that they would subsequently be taking out of my bank account. On May 3, 2022, they began to automatically charge me $76.13 per month. I had two of these improper charges. Never once did they send me any messages, emails, text, alerts, or pop-*** on my account to notify me that they would start their premium services charges - which they signed me up for the most expensive plan to take my money without me even knowing. I am a student and cannot afford these charges each month. They violated the law and scammed me. I tried to speak with representatives about this issue and they were so rude. They quoted the terms and conditions at me and didn't even acknowledge the questions that I was asking or the law that requires notification prior to the end of the trial. They cancelled my subscription so that I would have a hard time logging into my account and contacting customer service again. When I contacted them a 2nd time, they referred me back to the original conversation which was closed and marked "complete". I tried to email them back on the chain and they sent me an email to file a new ticket with customer service. Nothing was ever fixed, these people are so rude, and they are scamming people out of their money (especially students and educators). Please help. All I want is a refund of my $152.26.

  

  Business Response

  Date: 08/05/2022

  Were sorry to hear about this customers experience.
  
  SurveyMonkey is a self-serve tool, and as such we expect our customers to carefully read and consider the terms and conditions they are agreeing to before providing their credit card information. Since we do not make changes to a customers account without their express permission, accounts will continue to renew regardless of the amount the account is used or how frequently users log in. 
  
  Once a subscription is created, customers retain control over the auto-renew setting within their accounts, and auto-renewal can be disabled by the account holder at any time during a billing cycle. Customers can cancel auto-renew at any time. We can also cancel this setting on a customers behalf prior to their next renewal date when contacted directly through our support channel: http://help.surveymonkey.com/contact 
  
  This customers case has been reviewed by our team. Though we understand that a refund has been requested, we are entirely prohibited from refunding these charges, so no exceptions will be made to our no-refund policy.  
  

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17658682
  
  I am rejecting this response because this company has a prohibition on refunds and is scamming people out of money. They have done nothing to fix this problem and have been nothing but rude. 
  
  

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

  

  Business Response

  Date: 08/15/2022

  We are again sorry to hear about the customer experience. 
  
  The feedback about plans, pricing and features page has been received by our team. We do expect our customers to carefully read and consider the terms and conditions they are agreeing to before providing their credit card information when signing up for a subscription plan. 
  
  Once a subscription is created, customers retain control over the auto-renew setting within their accounts, and auto-renewal can be disabled by the account holder at any time during a billing cycle. Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use states that the fees paid by the customer are non-refundable. We can also cancel this setting on a customers behalf when contacted directly through our support channel: http://help.surveymonkey.com/contact 

  
  This customers case has now been reviewed by our Management team. Though we understand that a refund has been requested, we are entirely prohibited from refunding these charges, so no exceptions will be made to our no-refund policy. 
  

  
  

• Initial Complaint

  Date:07/26/2022

  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.

  I was charged an Auto renewal of $384.00 by Survey Monkey without any correspondence of any kind. I happened to notice it on my charge card. Today, I contacted them about a refund and after a confusing email exchange, they credited my $384.00 then charged me $99.00 for ONE MONTH of a subscription I don't even use. It's a complete scam. I thought the $99.00 was for a full year, but apparently it is for, well, not even a month. I just got an email saying my account is being downgraded to the free account on Aug. 2nd! That's only a week. So wrong. I am asking for a refund of my $99.00. I cannot even believe they are still in business.

  

  Business Response

  Date: 07/27/2022

  Were sorry to hear about this customers experience.
  
  Subscription options and conditions are included for customers to view and agree to on the sign-up checkout page when processing the payment for an account upgrade, and listed within our Terms of Use. SurveyMonkey is a self-serve tool, and as such we expect our customers to carefully read and consider the terms and conditions they are agreeing to before providing their credit card information. 

  
  With our annual plan, we provide a full year of service for a set price, and this year begins upon upgrade or renewal; once this has occurred, the account is committed for the full billing period. This is included in the agreement we make with our customers about what they can expect of us. Subscriptions automatically renew at the end of a customers billing cycle to ensure they dont lose access to paid features and survey data. Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use states that the fees paid by the customer are non-refundable. We can also cancel this setting on a customers behalf when contacted directly through our support channel: http://help.surveymonkey.com/contact 

  
  This customers case was escalated to the Management Team appropriately and an exception made. We encourage the customer to continue communication with support should they have any additional follow up questions about the terms of this exception that has been provided to them by our management team. 
  

  
  

  Customer Answer

  Date: 07/27/2022

  
  I am rejecting this response because although they did escalate this situation to management and they supposedly made an exception, the communication was very confusing and I thought that they were allowing me the future use of the account for the $99 they settled on. The original charge was $384 and they said that they would do a one-time charge of $99. Then, I received a follow-up email that stated that my account would be downgraded to the free account on August second, 2022 and is not even 2 weeks much less a year. They are an extremely dishonest business. There are dozens of complaints. They should be ashamed of themselves.
  Please see attached screenshots of conversation.
  They should refund the rest of my $99 to the card on file. I actually only used the service once last year and have not used it since. They can verify this in their system I'm sure. I do not use this service and would never recommend this company to anyone, ever.
  I tried to attach the rest of the screenshots but it would not allow me.
  Please allow me another response to attach the rest of the screenshots for the email exchange.
  
  *****************************

  

  Business Response

  Date: 08/05/2022

  As mentioned, this customers case has been reviewed by our management team and were pleased to hear that the customer has been provided with a one time exception.
  
  We do hope that the customer understands that our policies were put in place to ensure the fair use of our services. While we always try to prioritize our customers and make sure we provide the best experience possible, we also want to make sure we abide by our Terms & Conditions. This helps to ensure all of our customers are treated equally, while also allowing us to continue to deliver quality service. That being said, we also review refund requests on a case by case basis and we are happy to hear that our Management Team was able to make an exception and charge the customers account for the one month of the Standard Monthly plan. 
  
  Again, we encourage the customer to continue communicating with our support team should they have any additional follow up questions.
  
  

• Initial Complaint

  Date:07/22/2022

  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.

  I used SurveyMonkey to create a single survey I needed, having been familiar with it in my previous work. When I went to activate my survey I saw there was an extra feature I wanted that required a paid subscription. I researched and saw there was a monthly option for $32 that I was willing to pay but when I proceeded with billing, the only option that came up was a message that I would be charged for a year in advance, totaling $424.32. II tried to find customer service support to resolve this but found that there is no phone number or email address to get help. Without any customer service help available and because I needed the survey, I went ahead and paid, assuming that the unused balance would be refunded when I canceled. Now that I am trying to get my subscription canceled and the remaining 11 months refunded, I am seeing that it is not their policy to refund! I am shocked and horrified that I am expected to pay $424.32 for 1 survey!!! But most of all I am terrified now- I can't eat or sleep- because I am on a limited fixed income budget and this charge is WAY MORE than I can afford. If there had been customer support available I would not be in this position. How can a company not give a refund when a customer has made an unintentional billing mistake? This seems extremely unethical to me. I AM HAPPY TO PAY FOR THE 1 MONTH i INTENDED TO PURCHASE *** PLEASE HELP ME CANCEL AND GET REFUNDED FOR THE OTHER 11 MONTHS I WAS CHARGED FOR. Thank you so much!

  

  Business Response

  Date: 07/27/2022

  Were sorry to hear about this customers experience. 

  We were able to locate the initial support ticket with the refund request. This customers case has been reviewed by management and were pleased to hear that the Customer has been provided an exception.

  We encourage the customer to continue communication with support should they have any additional follow up questions about the terms of this exception that has been provided to them by our management team.

  Customer Answer

  Date: 07/28/2022

  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:07/12/2022

  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.

  I set up a subscription to Survey Monkey for an academic project on June 21, 2021. I have been trying to end my subscription since they renewed it in June 2022, but I cannot do so (or access their help features) without logging into my account. As their login page now states, they have 'changed their login page' and have many instructions for how to reset your password. Despite trying numerous times and ways (and trying with varied email addresses, including that of the administrator who receives the **** they continue to charge), we cannot reset the password. And we can't access their help chat/email/phone numbers without logging in. They send generic instructions about how to 'unblock' their emails to reset the password, which we've followed, but I reset passwords for multiple websites all the time and have not had this problem - I don't think the problem is with my email system.Ironically, I can neither use my Survey Monkey account, nor can I cancel it, nor can I get help to use or cancel my Survey Monkey without being able to log in. Yet they have our educational institution's credit card number which they continue to charge.

  

  Business Response

  Date: 07/13/2022

  Were sorry to hear about this customers experience. 

  We were able to locate the initial support ticket with the refund request. This customers case is now being reviewed and they should be receiving a reply back from our support team shortly.

  We look forward to working with them directly via support should they have any further questions about this.
  

  
  

  Customer Answer

  Date: 07/13/2022

  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,
  
  ***********************