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:07/19/2023

  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 created a survey to manage RSVP's for a member meeting for our local rotary club. As I navigated through the survey, I created questions that included paid features, which I was alerted to. When I realized I used those paid features, I removed them to ensure that I would not have to pay for the service. As survey responses started coming in, I was notified that I would only be able to retrieve 10 responses to my survey without paying to upgrade. I emailed back and forth with their support team (as you cannot call them without also paying), asking for a trial or discount to be able to retrieve the survey results I didn't know I wouldn't be able to access. Multiple emails back from one person stated that I must pay $49 for a flex plan. I asked for a non-profit discount, as our organization is non-profit. The person again linked me to the $49 plan. After that, someone else emailed back and sent me the link to the non-profit discount application. I filled that out and was approved. The next day (7/18), I logged in to pay for a plan because I needed the results from this survey. When prompted to select a plan, there was an option for $24.75 paid monthly for ***** responses per month. There was a toggle button underneath where I could toggle to 100 responses per month for just $12.25/month. The survey I created had less than 40 responses, and I had no intention of using the tool again considering the experience I had with their deceptive business practices. When I selected this plan (either at $24.75 or at $12.25), the price changed in my cart to $99 and $49, respectively. This was an incredibly frustrating, misleading, and difficult situation. I did end up paying the $49 because we needed the responses for our club meeting today, July 19. I believe Survey Monkey should at least refund the difference between the $49 and the $12.25 ($36.75).

  

  Business Response

  Date: 07/21/2023

  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.
  
  With a Basic Free plan, customers can collect unlimited responses for free and view a set number of responses per survey. Customers can view their response limit at any time by logging into their account and viewing those details in their My Account Page. In order to view additional responses collected, a customer would need to upgrade their account over to a paid plan instead. Customers can find out more information about this on our Plans and Pricing page (when they are logged into their account) as well as through our ************ ********************************************************************************
  
  This customers case has been located and is currently being reviewed by our management and support team. We encourage the customer to continue communication with support from their initial ticket opened should they have any additional follow-up questions about this. 
  
  

• Initial Complaint

  Date:07/17/2023

  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 have been trying to redeem my money, for surveys taken, to get as Amazon gift card. When I go to redeem, it asks for a phone number, which then sends a code, via text to prove one is human. Each time I enter the number from my phone, the reply is that number is already in use. Its my number, and I cannot get past this page. *** contacted their support team on five occasions, waiting for the five day return to resolve issue. Ive, not once in the past 6 weeks received such response. I get the same thinv, we will contact u in 5 days. Those 5 days never come, and id like to redeem my money for an Amazon gift card. The money is still in my account, and I am following the directions, using the number on file, which is the number Im calling from, yet the response is that number is already in use. My earnings are over $107 for surveys. Id like to ****** it for a book I could use for my medical practice. Still no word from their support team. In reading some reviews I see this is not a one time issue. Other clients have the same issues. This is unprofessional, and poor management. Im giving this company an F, and will continue, daily, writing one star reviews on their Apple app. Where is their support team. Do they exist?

  

  Business Response

  Date: 07/21/2023

  Were sorry to hear about this customer's experience. 

  When it comes to redeeming credits and rewards, the first time you redeem credits, the platform will prompt the customer to go through phone verification to ensure that they are not a robot.

  Once phone verification have been completed, customers will have an option to either click Donate Now or Redeem Now. The customer will then need to check their email, if they redeem credits for a gift card, they will get an email with a claim code that they can use to add the gift card to their account. If they redeemed credits for a donation, they will get a confirmation that the donation was completed. More information on this can be found here: ***********************************************************************************

  Our support team was able to locate the initial support ticket with the request. The turn around time for our Rewards team is 5 business days and we appreciate this customer patience. We encourage the customer to continue communication with support via the case that they have opened for next steps and if they have any additional follow-up questions.

• Initial Complaint

  Date:07/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is a fraud. I bought a subscription in 07/2022. Initially they changed the log in procedure and you don't have access to the account. As they had got over on me for a ************************************************************* June 2023. I was still unable to access the account. They do not allow phone calls unless you pay for a premium account. The email replies to get into account never arrive. Every other email they send comes through except the imaginary reset account. You can't downgrade. The actual link to send email doesn't work. The 4 days before the auto renew they posted a message saying there system is down. A company like this should not be allowed to exist. This is a rip off. I want my money back and I want other potential clients to know about this.

  

  Business Response

  Date: 07/13/2023

  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.

  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 request from the customer. We encourage the customer to get in contact with our support team via our support channel for further assistance. They can contact them via the following link: **********************************************
  

  
  

• Initial Complaint

  Date:06/29/2023

  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.

  In June of 2022, I signed up for SurveyMonkey's online survey services. I used their services once, and in May of 2023, I received an email from SurveyMonkey advising me that they were going to charge my credit card $192.00 for my annual auto renewal of this service. I tried to log into the website to cancel my subscription and was unable to do so. They claimed that my user name or password was inaccurate but provided no way to obtain the correct user name or to reset the password. (There was a link to change the password, but it purported to send an email to me, which was never sent, and which did not end up in my spam or otherwise. I checked.) SurveyMonkey have no customer service line, so I was unable to reach them by phone. They have no email customer service, so I was unable to reach them by email. They charged my credit card and I called the number associated with the charge to my credit card, but no one picked up the phone on the listed number. When I disputed this charge on my credit card, SurveyMonkey took the position that they have a contract with me that permits auto renew, despite the fact that they make it impossible to cancel this contract.

  

  Business Response

  Date: 06/30/2023

  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 case request from the customer. We encourage the customer to get in contact with our support team via our support channel for more information. They can contact them via the following link: **********************************************

  However, since a dispute has been filed with their card issuer or bank, SurveyMonkey can no longer take any action on the account. When customers file a dispute, their bank/card issuer handles the entire process and would determine if they qualify for their dispute criteria and reimbursement. Any reimbursement would come from their bank, not in the form of a refund from SurveyMonkey. 

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20256244
  
  I am rejecting this response because: SurveyMonkey is lying when it says customers may cancel their subscriptions at any time.  They have designed their service to make it impossible for customers to log into their accounts, while instructing customers that the only means of cancelling their subscriptions is through logging in to their accounts. They have no customer service phone numbers or emails, except reportedly for paying customers, who may access such information by logging in to their accounts.

  SurveyMonkey has constructed an elaborate maze of online self-help options designed to provide the illusion that one can log in to one's account, if one only follows a series of increasingly time-consuming steps, culminating in an absurd instruction for the customer to add a series of TWENTY-SIX mail IPs (e.g. "13.111.205.201") AND sender domains (e.g. "mta-214-58.sparkpostmail.com") to their "email clients" so that they can receive a purported account verification email, which contains a six-digit code necessary to log in to one's account.

  See attached "Customer Reply to ********************** Response" for a detailed illustration of SurveyMonkey's sadistic online self-help process (screenshots and comments).
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/03/2023

  Again, we are sorry to hear about this customer's experience. 

  English phone support is only available to Premier, Team Premier, and Enterprise plans.
  All of our customers have the ability to contact support via the support chatbot and by email, even if they do not have access to their account and cant log in. When prompted, customers are given the option to choose I cant log in or I dont have an account link. From there, they will be asked a series of questions based on their inquiry and given a set of prompts, which will lead them to a prompt allowing them to Contact Support to open a support ticket. 
  
  Our support team was not able to locate a case request from the customer. We encourage the customer to get in contact with our support team via our support channel for more information. They can contact them via the following link: ***************************************************;

  Again, since a dispute has been filed with their card issuer or bank, SurveyMonkey can no longer take any action on the account. When customers file a dispute, their bank/card issuer handles the entire process and would determine if they qualify for their dispute criteria and reimbursement. Any reimbursement would come from your bank, not in the form of a refund from SurveyMonkey. 

  
  

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20256244
  
  I am rejecting this response because: SurveyMonkey continues to provide no means for its customers to contact them. In my prior response I pointed out all of the ways in which the contact page provides no actual means for contact with customer service. My card issuer has also long since closed its case, citing the need for me to address my dispute directly with SurveyMonkey. This company appears to enjoy hiding behind excuses and falsehoods. 

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

• Initial Complaint

  Date:06/20/2023

  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.

  In April of 2023, I signed up for a Survey Monkey account to conduct a survey of a recent course we instructed for **********. By the end of the month, I had cancelled the membership and canceled the auto renew payment option. I only needed the survey for 30 days. Despite this and a subsequent email indicating the auto renew had not been conducted, I was billed. Numerous attempts to rectify the matter with Survey Monkey have been unsuccessful. For starters, you can't call Survey Monkey (only if you have a high paid plan). You can use the chat bot, but after three attempts, it alleges there was an error and kicks you out. When you attempt to request the email, it won't direct you to it. I had to look up their email.

  

  Business Response

  Date: 06/23/2023

  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 able to locate the support case and we are happy to say that following a management review, an exception was made for the customer. We encourage the customer to continue communication with support should they have any additional follow-up questions about this.

• Initial Complaint

  Date:06/11/2023

  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 drove for grubhub and the app is saying I'm late on almost every delivery to the restaurant. This is not true. I can not go any faster with traffic lights and driving unsafe. Required watching phone and texting while watching the road. It elected my ratings so I had to email a specific ***** As always they did not respond other than asking my email address. This time they sent me a case closed still no answer and a link for feedback survey monkey immediately it says Survey Closed Very deceitful.

  

  Business Response

  Date: 06/14/2023

  Were sorry to hear about this respondent's experience.
  
  When it comes to SurveyMonkey, most surveys created on our platform are created by our users, so this feedback about the survey link and collector being closed will need to go back directly to the survey creator. 
  More information about a survey collector's status can be found in the following help centre articles below: 
  
  *************************************************************************************************
  *************************************************************************************************
  
  Again, we recommend that this respondent reach out directly to the survey creator for any additional information or to re-open the survey link in question.
  
  

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20170981
  
  I am rejecting this response because: This is Survey Monkeys responsibility to make the software only post when there is something to post not closed before opening. This means your clientele and you are no longer valuable or trustworthy. I will not use you in my business. Change your software! 

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

  

  Business Response

  Date: 06/22/2023

  Again, were sorry to hear about this respondent's experience.

  When it comes to SurveyMonkey, most surveys created on our platform are created by our users, so this feedback about the survey link and collector being closed will need to go back directly to the survey creator. 
  

  We recommend that this respondent reach out directly to the survey creator for any additional information or to re-open the survey link in question. They can also contact our support team here: ********************************************** should they have additional questions. 

  
  

• Initial Complaint

  Date:06/03/2023

  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 set up a survey on Thursday, June 1, 2023 on Survey Monkey's free platform, which didn't disclose you would be limited to viewing only 10 answers. When I realized this today, June 3, 2023, I went into SM's subscription choice webpage. I wanted to purchase the minimum subscription possible. I clicked on one choice, when turned out not to be what I wanted, but the system would not allow me to go back and instead, charged me $900 for a Teams subscription. The SM will not allow me to downgraded or otherwise change my subscription. All it allows is to cancel autorenew, which means that my $900 will not be provided. I tried to contact SM support, but unless I pay even more money, communication is limited to chat with a bot. I have called my credit card serving company and have disputed the charge. Solution: I want SM to downgrade my subscription to Individual monthly so I can cancel whenever I want. I can be contacted at ********************* or ************, not the telephone ************ that's listed in my form. That is a non-functioning line that I use to avoid getting a live phone number added to a database and sold. I do not want to lose my survey or the answers, as this survey has been distributed to approximately 190 people. Please do not use or share my information with any other party except to resolve my compliant. Please do not sell my information to anyone.

  

  Business Response

  Date: 06/05/2023

  We’re sorry to hear about this customer’s experience.
  
  With a Basic Free plan, customers can collect unlimited responses for free and view a set number of responses per survey. Customers can view their response limit at any time by logging into their account and viewing those details in the My Account Page. Customers can find out more information about this on our Plans and Pricing page (when they are logged into their account) as well as through our Help Center: ************************************************************
  
  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. ************ is a self-serve tool, and as such we expect our customers to carefully read and consider the terms and conditions and what plan they are signing up for before providing their credit card information. 
  
  The feedback about our Plans and Pricing page has been received by our team, and we do want to confirm that all Basic Free ************ accounts and plans do have this viewable response limit within their account. 
  
  We located the support ticket created by this customer and are happy to say that an exception has been provided. We encourage the customer to continue communication with support should they have any additional follow-up questions about this.

• Initial Complaint

  Date:05/18/2023

  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 created a survey on Survey Monkey on a free account. The survey received 27 responses. I did not realize I could only see 10 responses unless I paid. So, on April 17 I upgraded for a one month subscription at a cost of $103.95. Which I think is exorbitant, but that is neither here nor there. Yesterday, I went in to print, extract the FULL survey. I was told that I would have to pay the subscription fee again If I want to do that. I think that is ridiculous. I paid $103.95 for ONE survey with ******************************************* the full survey as I can only see 10 responses again now that my one month subscription expired. I paid such a high fee for such a small service, I believe that I am due my full survey report.

  

  Business Response

  Date: 05/25/2023

  Were sorry to hear about this customers experience.
  
  With a Basic Free plan, customers can collect unlimited responses for free and view a set number of responses per survey. Customers can view their response limit at any time by logging into their account and viewing those details in the My Account Page. Customers can find out more information about this on our Plans and Pricing page (when they are logged into their account) as well as through our ************ ********************************************************************************
  
  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. 
  
  The feedback about our Plans and Pricing page has been received by our team, and we do want to confirm that all Basic Free SurveyMonkey accounts and plans do have this viewable response limit within their account. 
  
  We located the support ticket created by this customer and unfortunately, exporting responses is a feature available only on paid plans. In order to gain access to this feature, the customer will need to re-upgrade the account to download/export their collected results before they are automatically deleted. More information on this can be found here: **************************************************************************************
  
  

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 20076786
  
  I am rejecting this response, because I originally sent out a survey on the free plan, once I realized that Survey Monkey only allows you to see 10 responses I paid $103.95 to upgrade for a month to month plan so that I could receive the thirty responses to my survey. The other option was paying $34 a month. However, you have to pay over $400 up front for a full year to receive that rate. I only needed, or required the one survey. I am a senior citizen living on a limited income, volunteering for a small nonprofit. I was only seeking to find out where our members wanted to volunteer their time in the community. The non-profit did not pay this fee, I did because I was embarrassed to learn that Survey Monkey only allowed ten responses. I suggested using Survey Monkey, because of the positive experience I had using their platform when I was still working. Back then they allowed fifty responses on their free program. 

  I am not asking for something I didn't pay for. Since I only paid for a one month account they delete the responses, or block your access unless you pay another $103.95 after the 1 month you paid for. If you do not pay up again they do not allow you access to what you have already paid for. They do not put that in LARGE PRINT, it must be hidden in fine print somewhere. I did not read it anywhere. I worked in banking and finance all of my life and am careful about reading thd fine print. Otherwise, I would have pulled my report within the 30 days. My account was paid. Honestly $103.95 for 30 responses is highway robbery, I think anyone would agree! And a true theft when you can't get what you paid for. I am heart broken, stunned and appalled. 

  I did plead to the company my case. Honestly their responses felt as if they took joy in taking advantage of customers. There is no empathy, or conversation about how to work things out. They only sent me the same thing that you see in their response to my complaint.

  I truly feel as if someone had grabbed my purse and taken my grocery money for the month. I was so embarrassed to suggest this company that I paid my own social security money for a tiny survey for a non profit at the expensive cost of $103.95. 

  Their response makes it sound like my account was free. It was not! I paid for my survey. Their platform is that when your one month expires then your survey disappears. I do not think that is a fair, or just practice. If you go on to ****** Play store, or wherever you get your apps you will see multiple complaints similar to mine. I hope that NO ONE DOES BUISNESS WITH SURVEY MONKEY AT ALL!! Please be cautioned that they do not care about the customer, only about seeing how much money they can get from you and then burning you in the end. I have since learned that there are other companies that offer free small surveys like Survey Monkey used to do back in the day. I honestly don't know how you can pay $103.95 and get absolutely nothing in return. It is mind baffling. It has NEVER happened to me in my 65 years on this earth. I don't know how they can feel they are right in any fact, or manner. I am considering starting a Class Action Suit, because I am so angry. Please let me know if you are interested in joining.

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

  

  Business Response

  Date: 05/31/2023

  We are again sorry to hear about the customer experience. 

  The feedback about communications as well as our 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. 

  As exporting is a paid feature, the customer will only be able to access this feature and capability while they are on an active paid subscription. Once the subscription is expired and downgrades back to a Basic Free Plan, they will no longer have access to paid features.
  Again, more information on this can be found here: **************************************************************************************
  
  This customers case was escalated to the Management Team appropriately and unfortunately, we are not able to make any exception in this case. We encourage the customer to continue communication with support should they have any additional follow-up questions about this. 
  

  
  

• Initial Complaint

  Date:05/17/2023

  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.

  UPDATE 5.17.23 - Survey Monkey has agreed to make an exception and has cancelled our service and voided the invoice.Survey Monkey is not an easy company to deal with. They have their position, reasons, excuses and yet still want to charge ** more than $6,800 to cancel our account. The Auto-Renew function, which is part of their process is hidden in a link at the bottom of a work order. To place an order you have to click a box that says "I agree" which then enables the auto-renew function (the customer success manager stated the policy was explicitly mentioned but not that a link needed to be clicked to even find this "explicit" mention). Our invoice was sent to an employee who no longer works for ********** and Survey Monkey was notified of that in November 2021 and we asked what we needed to do to get the account updated. We took the steps according to the instructions and thought the process was complete. Survey Monkey did not ask about an updated billing contact vs. an updated admin. They updated the admin but did not update the billing contact. When the auto-renew bill, sent to the former employee was not paid, they contacted me. Gave me some excuse about the two things not being the same, so the billing contact was never updated. When I replied that we wanted to cancel our account, they sent me an email stating we were liable due to the auto renew function. Auto renew for a state government is not a thing - we have controls and systems in place and can't simply auto renew. The Customer Success Manager would not even give ** options for the cancellation keeping a hard line of the auto renew, we should have known, they sent the invoice to the billing contact, etc. We simply want to cancel something we have not used for more than a year, and will not use in the future.

  Customer Answer

  Date: 05/17/2023

  Good Afternoon,
  
  I submitted an update this morning to this complaint. No further action is required as the company (Survey Monkey/Momentive) has agreed to void the invoice and cancel our account as of today, which is what we were asking for. I appreciate your follow up and you can close this complaint as of this date.
  
  Kind Regards,
  

  
  

• Initial Complaint

  Date:05/10/2023

  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 have a free Survey Monkey account. At 1:53pm central 5/10, I was notified of a purchase through Survey Monkey. I was at my computer desk at this time on ********* Teams and was never on this website let alone purchasing a subscription with my personal account info at work. I have attempted to contact my bank for the pending charge of $468 as fraudulent; though, they are unable to do anything until the charge is no longer pended. I have attempted to contact customer service at ********************** but was only given the option to send an e mail via an auto bot. Despite apparently having a paid account, I dont have any other options to contact someone. The site states with a paid subscription youll be responded to within 10 min. Though, my account still shows my free basic account. I have yet to receive a reply. There is no one live to talk to at Survey Monkey. This is fraudulent and a scam. I will be contacting my bank again on 5/13, when the charge goes through to attempt to collect the $468 I never paid. I have bills coming out, so I will incur over draft fees due to this. How did Survey Monkey make a purchase when I was not on this website today let alone my personal account info?!?!?

  

  Business Response

  Date: 05/12/2023

  Were sorry to hear about this customer's 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 **. 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 able to locate the support case and we are happy to say that an exception was made for the customer. We encourage the customer to continue communication with support should they have any additional follow-up questions about this.