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:04/26/2024

  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.

  On 4/22/2024 I signed up for the Starter Annual subscription for $300, as stated on the website. I paid with my credit card, but I was charged $399.00 plus tax. On their invoice it clearly states I was billed for the Standard Annual plan that bills at $399.00 plus tax. I have been attempting for the last 4 hours to have this resolved. They keep telling me I need to ask Apple to refund my money. Apple is not going to refund me the difference until I present an updated invoice from Survey Monkey stating the correct amount. I have used their bot system and spoken to Apple and my bank. We began communicating via email and they have sent my responses to 6 different people. I have screen shots to prove my claim is valid.

  

  Business Response

  Date: 04/30/2024

  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. 
  
  Since the customer paid for their plan through the App Store, the billing is handled entirely by Apple instead of SurveyMonkey, so they will need to request a full refund from Apple support as a first step. 
  The customer can read a bit more about this in their support center here: **********************************
  
  Once the refund has been processed by Apple, we encourage the customer to then get back in contact with the SurveyMonkey support team, who can further assist with their request regarding plan purchase and pricing. They can get in contact with support once again via this link here: **********************************************
  
  

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21631161
  
  I am rejecting this response because:
  Yes, Survey Monkey has options to choose which package you want. The package I chose was one price and the package THEY charged me for was $100 more. I didnt ask for a refund. I asked Survey Monkey to reissue the invoice for the correct amount - the amount I chose and the package I wanted. I would then contact Apple for a credit of the difference. This is just another issue of beating around the **** by survey monkey. Just admit a mistake was made. I do not think Survey Monkey will do anything else because the employees are trained to protect the company. That said, I will never do business with them again and Ill do everything I can to discourage anyone from using the service. This was a mistake made by the company; Survey Monkey refuses to accept that. I am so disappointed with their decision; but I will spend my hard earned money elsewhere, no matter the outcome of this issue. The attached documents show my preference and what I was charged. Thank you.

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

  

  Business Response

  Date: 05/07/2024

  Again, we are sorry to hear about this customer's experience.
  
  Since the customer paid for their plan through the App Store, Apple manages the billing for the subscription instead of SurveyMonkey. The customer will need to request a refund from Apple support directly.
  
  Once the refund has been processed by Apple, we encourage the customer to get in contact with our support team for assistance with their request regarding plan purchase and pricing. They can get in touch with support through this link: **********************************************
  
  

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 21631161
  
  I am rejecting this response because:

  I cannot believe the incompetency of Survey Monkey and their employees. The plan was purchased on the Survey Monkey website, not the Apple app page. I paid with my PayPal account. You just keep saying the same thing over and over; that I must request a refund from Apple. I did not order this from Apple; why on earth would I ask them for a refund? Survey Monkey is the one who has false advertising on the website. Stating one cost and charging for another!  So, while I am not satisfied with any of your responses, casting the blame on Apple and myself, I will just continue complaining and spreading the word that Survey Monkey is an untrustworthy, fraudulent and conniving company and to refrain from doing business with them at any cost. Their business practices are ridiculously comical.  I'm sure there are other survey companies such as this that are more honest and trustworthy than Survey Monkey. Again, you'll receive zero business from myself in the future. I am highly disappointed that they are allowed to continue operating in this manner and will reach out to other consumer advocates to complain about this issue. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/23/2024

  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.

  02/29/24 I was looking for a quick survey and stumbled upon survey monkey. I set everything up and went to send the link out. I purposely made an account and paid the ****** membership for 12 months. This fee was required to send it out to more than 25 people. I assumed by reading the fine print that like most companies I could cancel if I was not pleased with the product for the months I did not use it. I wanted the survey to be used for my job, and to have the surveys be recorded. Unfortunately when the surveys went out they did not go out correctly and they ended up being anonymous which defeated the purpose. I tried to cancel more than once without success. I am not trying to get something for nothing- I am simply not wanting to pay for services not rendered.

  

  Business Response

  Date: 04/26/2024

  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:04/13/2024

  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.

  97b82282792d2df4bb22f5bf8ee73a0b-c6673e6e-735a-4e71-8558-8bda6b4e736b

  

  Business Response

  Date: 04/16/2024

  I am just following regardingComplaint ID: ********, I believe that further clarification is needed from the customer as there is no relevant context to their complaint, they have just left a reference number which we cannot look up within our systems!

  They did provide some documents in their attachment but without any further context to the issues the documents they provided to our Privacy and Terms of Use do not have any significance!
  
  Here are some additional details:

   

  • Complaint Details: 97b82282792d2df4bb22f5bf8ee73a0b-c6673e6e-735a-4e71-8558-8bda6b4e736b
  • Email: ******************
  • Disputed Amount: 2000.0000
  • Desired Settlement:Service Issues/Billing Adjustment

   

• Initial Complaint

  Date:04/11/2024

  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.

  Far too many of the surveys they send you initially ask you basic questions, do you have diabetes, are you suffering from hair loss, etc.But as you get up to question 15 or 20 they start asking you about your opinion of Jews, then they ask you about your opinion of LGBT, then they want to know what political party you belong to, then they want to know if you've ever had knee pain, then they want to know if you've ever had a hair transplant, then they want to know which podcast you listen to, then which news stations are you watching, etc They're basically asking you survey questions and they complete their survey without paying you.

  

  Business Response

  Date: 04/12/2024

  Were sorry to hear about this customer experience. ********************** is a self-serve tool that can be used by companies/individuals to send out surveys and collect data. Were solely responsible for offering the platform to design, send and analyze those surveys. Based on the issue the customer is describing, theyre likely receiving these from someone using our tool.
  
  We werent able to find a SurveyMonkey account tied to this customers email address, so they shouldnt be receiving any emails from our company directly. Its possible theyre getting sent survey invitations sent by someone using our tool to distribute surveys, or they have been added to receive notifications from a survey by a platform user. Anyone sending surveys through our Email Invitation collector is required to include an Opt-Out link in their survey invite. If the customer has questions or concerns about having been included on a senders email list in the first place, they will need to reply to the email invitation they received to reach out to the sender directly.
  
  Respondents can use the Opt-Out link in the invite to unsubscribe from all survey invitations 
  sent through the senders account in the future. Heres more information on this process for their reference: ****************************************************************;

  We were not able to locate a support case for this customer. We encourage them to get in contact with the support team should they have any further questions about this. They can get in contact with our support team here :**********************************************
  

  
  

• Initial Complaint

  Date:04/11/2024

  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.

  We recently upgraded our SurveyMonkey plan in February 2024. Since that time we have been unable to access our administrative account due to an error made in our CEOs email address. I have reached out at least 4 times via the customer service email they provide, but have not received a response. We have been unable to access the CEO's account and therefore not able to utilize the tool to send surveys. I called both numbers I found online for SurveyMonkey, but neither of them were valid. At this point, I am not sure exactly how to rectify this situation, as we paid $1,800 for the year to have these extra accounts and cannot utilize one of them.

  

  Business Response

  Date: 04/12/2024

  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. 
  
  Because SurveyMonkey is a self-service platform, we leave account management up to our customers, including subscription management. Customers can find out more information about how to update their email and account information here: **************************************************************************************************
  
  We don't have an inbound or direct line for phone support.  Email is our primary form of communication for support, as it allows us to help a multitude of customers at once, and so our customers can use these emails as references. Customer can always get in contact with the support team on our contact us page: ***************************************************;
  
  We were not able to find a recent case for this customer, however a previous case was submitted back in February 2024 for a different issue. We recommend and encourage the customer to reach out to the support team for further assistance via our contact us page here: **********************************************
  
  

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21563117
  
  I am rejecting this response because: It is obvious they did not even read the complaint, as the issue is our agency is not able to get into the administrative account in order to manage it.  Furthermore, I have emailed the customer support address 3 times without a reply, and the business is saying they haven't received any communication since February.  This is inaccurate and I have attached a copy of my emails to this rejection response.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 04/22/2024

  Again, were sorry to hear about this customers experience.

  The support team was able to locate the email communications sent to them under a different email address than the one that was originally provided with this BBB case. Our support team has reached out to the customer with some additional steps on how to resolve the issue, but has yet to hear back. We recommend and encourage the customer to continue their communications with the support team for further assistance. 

  
  

• Initial Complaint

  Date:04/09/2024

  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 subscribed to Survey Monkey on 2023 for my business. When I subscribed I was asked if I wanted to pay by month or yearly. I selected yearly at the moment, and was not prompted any other questions regarding payment or subscription. I did not which to renew my subscription for this year, as I am working on a budget for the company and every expense counts. I suddenly realized that my card had been charged an amount of $468 on March 8th for the renewal of the subscription, which I did not authorized. Apparently, Survey Monkey has an auto-renewal option, that by default is set to auto-renew every year; and I did not select. When I reached back to Survey Monkey asking for the refund based on my previous explanation they said it is against their policies to give any refunds.This practice seems unethical, as users do not get to chose the auto-renewal option, but instead is by default, and in my case I did not realize it until the card had been charged again.

  

  Business Response

  Date: 04/12/2024

  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.
  
  

  Customer Answer

  Date: 04/13/2024

   
  Complaint: 21552444
  
  I am rejecting this response because: I believe the "self-managing" Site of Survey Monkey is miss leading. At no point during my enrollment for the first year, was I asked to activate the auto-renewal option. Therefore, it is built in so that it automatically self selects the auto-renewal option. I did not get an email days in advance notifying me of my renewal either. It is made this way to keep charging customers, regardless of their preference. This business practice is abusive, particularly noting that there is a non-refundable policy that they refuse to review. 

  Regards,

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

  

  Business Response

  Date: 04/15/2024

  Again, we are sorry to hear about this customer's experience. 
  
  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: **************************************************************.
  
  Again, 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: ***************************************************;
  
  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: 04/18/2024

   
  Complaint: 21552444
  
  I am rejecting this response because: AGAIN: As stated in my previous communication, I was never asked to activate the auto-renewal option. Meaning that the option of auto-renewal is the default setting for Survey Monkey (this is evidenced by the response of the  business as well). Regardless of what the policy of the business say, and whether it states that by accepting the terms I agree with the auto-renewal of the service; my point is still the same: the Site is miss-leading by not providing customers with the option to auto-renew and rather make it so by default.

  By doing so, they know that many customers will pay for the second year of service, even though they will not really use or need the service. The business should have real data of how many users pay for the second year because of the auto-renewal but end up not needing or using the service.

  A business that acts in a transparent and fair way will ask customers if they wish to set the auto-renewal option, and not set it up as the default option. Survey Monkey is not an example of this. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/02/2024

  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 am a graduate student working on my dissertation. My dissertation involved administering a multiple choice survey consisting of fifteen items. Instead of doing a pure multiple choice survey, survey monkey threw in four matrix MC items. The results of these four matrix multiple choice make no sense and endanger my dissertation. I want Survey Monkey to correct these survey results.

  

  Business Response

  Date: 04/08/2024

  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 creating their survey. 
  
  Because SurveyMonkey is a self-service platform, we leave account management up to our customers, including subscription management and survey design/creation. With our self-serve plans, SurveyMonkey does not have say on how customers decide to build and design their survey, what question types are use and how they choose to send responses. This is left up to the survey creator and account owner. 
  
  Customers can always reference our *********** page for additional information and guidance on how to set up their survey, as well as contact customer support for additional tips. More information on this can be found here: ************************************************;
  
  We always encourage our self-serve customers to test out their survey prior to sending it out to respondents. More information on this can be found here: ********************************************************************************************
  
  We were able to locate the support case created by this customer, and we encourage them to continue communicating with the support team should they have any additional questions about this.
  
  

• Initial Complaint

  Date:03/30/2024

  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.

  Problem: I need a refund and cancelation subscription Issue: I cannot contact the survey monkey customer service; sent a message to Robot chat on 3/16/2024 but hasn't received a response yet. Resolution: 1. Survey Monkey **************** phone number or email address 2. Refund of ****** 3. Cancellation of subscription March 16, 2024 *********************** ************************************************************************** ****************** ********************** email address was closed due to the college closure. ************************** email address was closed due to the college closure Survey Monkey *********** CA Subject: Request for Subscription Cancellation and Refund (Invoice #********)I am writing to request the cancellation of my subscription and a refund for the subscription fee charged on 12/21/2023, totaling $******. The subscription was for the billing period from Dec 21, 2023, to Dec 20, 2024.The subscription fee was originally intended for conducting student surveys at what was formerly *************, now known as ******************** Unfortunately, ******************* ceased operations as of August 31, 2023, rendering the subscription unnecessary.I recently discovered that my credit card was still linked to automatic subscription payments when I reviewed my credit card billing statement. Despite attempting to contact Survey Monkey via the Engage Chat system since January 2024 to dispute and cancel the subscription, I did not receive any response.Furthermore, my credit card company, US Bank, intervened and provided me with an event log showing no cancellation activity since the previous renewal. The log indicates that the last login was on April 26, 2023, suggesting that I have not utilized Survey Monkey products since that date due to the closure of ********************Given these circumstances, I request:Immediate cancellation of the subscription.A refund of the subscription fee amounting to $******, charged on 12/21/2023.***********************

  

  Business Response

  Date: 04/08/2024

  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: ***************************************************;
  
  Since a chargeback dispute has been filed by the customer with their card issuer, we are prohibited to take any action on the account. We suggest the customer follow up with their card issuer and bank directly for further details as well. 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:03/20/2024

  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 purchased a one year SurveyMonkey subscription one year ago and used it for a month for a school project. There was never a notification that the subscription would be renewed giving me no chance to cancel before my card was charged $276. I had not used the account since maybe May of last year. By the time my account was charged, it was too late to receive a refund as the company refuses to issue a refund unless legally obligated, regardless of whether or not the account was used. I have no intention of using my account further and am stuck with an expensive product I have no use for and cannot return. Not to mention the process to cancel was convoluted and required navigating broken links. I had to use a help forum on Reddit to cancel. Even if I cannot receive a refund, I think the lack of notification for when your subscription would be renewed and the difficulty of actually cancelling the subscription should be amended.

  

  Business Response

  Date: 03/22/2024

  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: ***************************************************;

  Our support team was not able to locate a support case from this customer with the details they have provided. We encourage them to get in contact with support team for further assistance.
  

  
  

• Initial Complaint

  Date:03/01/2024

  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.

  Their customer service is a scam. I have put a request in for a refund because we no longer utilize Survey Monkey as of July 2023 and was unaware of an auto-renewal until I saw the charge appear on my credit card. Per their policies, they state that "we, in our sole discretion, determine a refund is appropriate.". When I brought that to their attention, they completely disregarded their own policy and stated they are "unable to offer a refund" due to them being a self-serve platform. I asked to speak to a supervisor and was contacted via email less than a minute later by a rep named "****". I emailed him my concerns and explanation all to receive a response back from the representative who initially responded to my request. Their responses has been a copy/paste from a script and they are falsifying the person I'm supposed to be speaking to. That whole experience was a disgrace and opened my eyes to the scam and con behind Survey Monkey.

  

  Business Response

  Date: 03/19/2024

  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. Subscriptions automatically renew at the end of a customer's billing cycle to ensure they dont lose access to paid features and survey data. 

  This customers case has been located by the support team and an exception has been made for the customer. We encourage the customer to continue communicating with support should they have any further questions.
  

  
  

  Customer Answer

  Date: 03/20/2024

  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. The business and I were able to find a resolution after I submitted my initial complaint and they refunded my account for the amount I was requesting. 
  
  Sincerely,
  
  *********************************