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:07/20/2024

  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.

  I attempted to process a payout of $6.60. I could not find a way to change my banking info. They state they offer gift card payouts but it is not available when I select that option. Then I discovered you have to pay for "priority" customer service. That's a disappointing red flag for me.

  

  Business Response

  Date: 07/29/2024

  We are sorry to hear about this customer's experience. 

  It sounds like this customer is having issues with their ********************** Contribute account. If a customer encounters a technical issue, we recommend that they please contact our support team with their username, browser version and any error message they may have seen. More information on this can be found here: **************************************************************************************************************

  We weren't able to locate a support case from this customer based on the information provided. We encourage the customer to get in touch with the support team via our chatbot here: ***************************************************;
  

  
  

• Initial Complaint

  Date:07/10/2024

  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.

  I got the annual plan and only used it for 8 days and they refuse to give me a refund or even a partial refund. I wasn't satisfied with their product or their customer service.

  

  Business Response

  Date: 07/12/2024

  Were sorry to hear about this customers experience.
  
  Subscription options, features, 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 signing up for an account and/or providing their credit card information. 
  
  Because SurveyMonkey is a self-service platform, we leave account management up to our customers, including subscription management. With our plans, we provide a service for a set price, and this 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. Fees are non-refundable per our Terms of Use: *******************************************************************;
  
  Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state 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: ***************************************************;
  
  This customers case has been reviewed by our 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:07/02/2024

  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.

  I have tried to cancel my SurveyMonkey account for more than two years. They do not issue any kind of confirmation via email. You can see the changes in their online system, but then they change them back at some point and charge your account all over again. This is the second year in a row that I have been charged . I went in again today and canceled and was told that it won't take affect until 2025. Last year after they charged me on my canceled account I received a message that they would not cancel my account until 2024. Here we are in 2024 and they charged me again. I cannot get them to stop charging me and this is no small amount of money. It is shameful and I feel they are stealing from me. It is $496.08 per year. I see others have made the exact same complaint to the Better Business Bureau.

  

  Business Response

  Date: 07/05/2024

  Were sorry to hear about this customers experience.
  
  Subscription options, features, 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 signing up for an account and/or providing their credit card information. 
  
  Because SurveyMonkey is a self-service platform, we leave account management up to our customers, including subscription management. With our plans, we provide a service for a set price, and this 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. Fees are non-refundable per our Terms of Use: *******************************************************************;
  
  Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state 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: ***************************************************;
  
  We were able to locate the customer support case and an exception was provided by the team. Should the customer have any additional questions, we recommend contacting support once again.
  
  

• Initial Complaint

  Date:06/26/2024

  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.

  On 6/12/24 I hosted an annual mandatory training for over 500 people. I sent the survey at the end with 3 basic questions (date, name, feedback). A little less than half of the attendees were unable to access or enter information into the survey. Despite customer support being able to see that the survey was issued correctly, they were unwilling to help. $100 is a lot to pay for a service that doesnt actually work. Especially with such an important task. I immediately cancelled the service and requested a refund. Support told me they have a no refund policy even if their service did not work. I had to issue a dispute with my bank and provide them the 100+ emails I received from attendees unable to use the survey. Our leadership was unaware of a no-refund policy, we let them know so that other federal services can cancel and go with another service.

  

  Business Response

  Date: 07/05/2024

  Were sorry to hear about this customers experience.
  
  Subscription options, features, 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 signing up for an account and/or providing their credit card information. 

  Because SurveyMonkey is a self-service platform, we leave account management up to our customers, including subscription management and survey creation. With our plans, we provide a service for a set price, and this 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. Fees are non-refundable per our Terms of Use: *******************************************************************;
  
  Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state 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: ***************************************************;
  
  We weren't able to locate a support case from this customer based on the information provided. We encourage the customer to get in touch with the support team via our chatbot here: **********************************************
  

  
  

• Initial Complaint

  Date:06/07/2024

  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.

  I have been trying to reach someone from Survey Monkey for days now about a $468 charge on my account for the plan that I previously cancelled the year before. They are managed by BOTs and have no direct contact number to reach a live person to stop these charges. I am locked out of my account and they say in order to get a number to reach someone, you have to log into your account which I am unable to. I feel like this is a shady business practice to keep people like me locked into

  

  Business Response

  Date: 06/14/2024

  Were sorry to hear about this customers experience.
  
  Subscription options, features, 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 signing up for an account and/or providing their credit card information. 
  
  Because SurveyMonkey is a self-service platform, we leave account management up to our customers, including subscription management. With our plans, we provide a service for a set price, and this 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. Fees are non-refundable per our Terms of Use: *******************************************************************;
  
  Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state 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: ***************************************************;
  
  We weren't able to locate a support case from this customer based on the information provided. We encourage the customer to get in touch with the support team via our chatbot here: **********************************************
  
  

• Initial Complaint

  Date:06/05/2024

  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.

  Your form is so long take too much . plz any other alternative to form filing or online .

  

  Business Response

  Date: 06/14/2024

  Were sorry to hear about this customers experience.
  
  Subscription options, features, 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 signing up for an account and/or providing their credit card information. 
  
  Because SurveyMonkey is a self-service platform, we leave account management up to our customers, including subscription management. With our plans, we provide a service for a set price, and this 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. Fees are non-refundable per our Terms of Use: *******************************************************************;
  
  Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state 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: ***************************************************;
  
  We weren't able to locate a support case from this customer based on the information provided. We encourage the customer to get in touch with the support team via our chatbot here: ***************************************************;
  
  

• Initial Complaint

  Date:05/31/2024

  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.

  We Town of ****** subscribed to the service and then canceled it as it did not meet our needs. We tried to resolve this early in the contract and set up meetings with the survey monkey but each time we set up a call Survey Monkey canceled (we have the emails) Survey Monkey subscription is limited and requires additional costly upgrades It is also difficult to operate. We also learned this is an evergreen contract and others shared its difficult to cancel

  

  Business Response

  Date: 06/03/2024

  Were sorry to hear about this customers experience.
  
  Subscription options, features, 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 signing up for an account and/or providing their credit card information. 
  
  Because SurveyMonkey is a self-service platform, we leave account management up to our customers, including subscription management. With our plans, we provide a service for a set price, and this 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. Fees are non-refundable per our Terms of Use: *******************************************************************;
  
  Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state 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: ***************************************************;
  
  We weren't able to locate a support case from this customer based on the information provided. We encourage the customer to get in touch with the support team via our chatbot here: ***************************************************;
  
  

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21783564
  
  I am rejecting this response because:

  We have complied with their recommendation test they have failed to comply 

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

  

  Business Response

  Date: 06/07/2024

  Again, were sorry to hear about this customers experience.
  
  Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state that the fees paid by the customer are non-refundable. This is included in the agreement we make with our customers about what they can expect of us: *************************************************************
  
  This customers case has been reviewed by our 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.
  
  

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21783564
  
  I am rejecting this response because: we reponded within the timeframe allowed for cancellation. They ignored our rquest. They are now claiming they dont allow cancellation thats a lie
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/25/2024

  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.

  Survey Monkey unfair renewing acoount. The site has accpted as if i will renew my account every year. This approach is benefitting from being confused during subscription. I asked for refund my last transaction the bot told me they are not unable to refund. Although the services of Survey Monkey was not satistctory for me, I had to pay for a licence until April 2025 although I will not use. Is this approach cenvenient to better business? If so, there will be one more question in my mind

  

  Business Response

  Date: 06/03/2024

  Were sorry to hear about this customers experience.
  
  Subscription options, features, 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 signing up for an account and/or providing their credit card information. 
  
  Because SurveyMonkey is a self-service platform, we leave account management up to our customers, including subscription management. With our plans, we provide a service for a set price, and this 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. Fees are non-refundable per our Terms of Use: *******************************************************************;
  
  Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state 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: ***************************************************;
  
  We weren't able to locate a support case from this customer based on the information provided. We encourage the customer to get in touch with the support team via our chatbot here: ***************************************************;
  
  

• Initial Complaint

  Date:05/23/2024

  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.

  Subscribed. Paid. Following year did an auto renew, which is fine, that was the default and I was unaware. However, I now can NOT get in contact with this company. Their "bot" feature does not work, their phone number does not answer (tried a few), there is no email address. It is the most frustrating experience. I want to cancel, get a refund and talk to a human. There is no way to contact them - I need their contact information. Terrible customer experience. Terrible!

  

  Business Response

  Date: 05/23/2024

  Were sorry to hear about this customers experience.
  
  Subscription options, features, 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 signing up for an account and/or providing their credit card information. 
  
  Because SurveyMonkey is a self-service platform, we leave account management up to our customers, including subscription management. With our plans, we provide a service for a set price, and this 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. Fees are non-refundable per our Terms of Use: *******************************************************************;
  
  Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state 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: ***************************************************;
  
  We weren't able to locate a support case from this customer based on the information provided. We encourage the customer to get in touch with the support team via our chatbot here: ***************************************************;
  
  The customer should be able to go about contacting support by going through some prompts which would then bring them to the option to Contact Support where they will be able to provide information to open a support ticket. 
  
  

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21750496
  
  I am rejecting this response because: THE VERY ISSUE IS THAT THERE SUPPORT THING DOES NOT WORK!!!! I would love to talk to their support. I am asking that they turn off the auto renewal. Forget the refund, their policies have made that clear, but I cannot turn off auto renewal on their website. It is NOT working. NOT working. NOT working. NOT working. I tried to contact them and it starts with their "BOT" thing, that is just blank. NOT working. NOT working. Please, please, please have them confirm cancellation of any future auto renewal. 

  I am entirely unsatisfied with not getting a refund, but my greater issue is my inability to 1) turn off auto renewal AND 2) not be able to contact the company that takes my money. To be told they are  a 'self serve' platform is ridiculous.

  Please confirm cancellation of any future charges. Please confirm removal of my credit card details - I tried to do that and could not even delete my credit card details.

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

  

  Business Response

  Date: 05/31/2024

  Again, were sorry to hear about this customers experience.
  
  We still weren't able to locate a support case from this customer based on the information provided. However, we have reached out internally to our customer support team, and they will be following up with the customer shortly since they seem to be having issues with submitting a support case on their end of things. We encourage the customer to continue communications with the support team once they hear from them. 
  
  

  Customer Answer

  Date: 05/31/2024

  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 providing that the refund is actioned as I have been told it will be. I have not yet had confirmation of that, outside of an email.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:05/20/2024

  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 signed up with Survey Monkey when I was working at *** to obtain a subscription for the department. I left *** in September 2022. I was not provided adequate time to cancel my subscription due to handing in my laptop immediately. Therefore, I have not been able to get into my account. I've tried to make contact through the Bot, with no success and I cannot obtain a phone number to contact anyone live.Survey Monkey charged by in 2023 and I recently received an annual subscription charge for $486.00 on April 30 on my Amex. Again, I cannot get into my account and I have not been able to reach anyone to discuss, nor do I receive response when I interact with the Bot. I need the subscription cancelled and at a minimum, the most recent payment they took of $486.00 on my **************** card April 30.The website is set up to make it impossible to speak with anyone or make corrections if you can't get into your account. The phone number to speak to someone on my credit card bill is not in service. I'm literally trapped.

  

  Business Response

  Date: 05/21/2024

  Were sorry to hear about this customers experience.
  
  Subscription options, features, 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 signing up for an account and/or providing their credit card information. 
  
  Because SurveyMonkey is a self-service platform, we leave account management up to our customers, including subscription management. With our plans, we provide a service for a set price, and this 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. Fees are non-refundable per our Terms of Use: *******************************************************************;
  
  Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state 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: ***************************************************;
  
  We managed to locate the support case that the customer submitted and will be following up via that support case email to further assist. If this customer has any additional questions, we recommend communicating with our customer support team directly.