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Business Profile

Online Education

CrunchLabs
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 16 total complaints in the last 3 years.
  • 12 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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  • Initial Complaint

    Date:09/29/2023

    Type:Product Issues
    Status:
    Answered
    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.
    *Beginning of transactions: June 15, 2022 *$87.30 has been paid, so far, PAST 12 month contract *Business committed to 12 Build Boxes *There are only 3 options available to purchase these Build Boxes. A 12-month (pay annually) annual subscription, a 12-month (pay monthly) annual subscription, and a 3-month (pay quarterly) subscription. I purchased the 12-month (pay monthly) annual subscription. There was no clear and obvious statement pertaining to auto-renewal for this subscription when I purchased it. It was only after I noticed that we were still getting boxes a month or two after the 12-month deadline that I went on their website to try to stop the shipments. There was no way to cancel the shipments only a pause button and a cancel auto-renewal button, so I got in contact with ***** from customer service. ***** stated my ********, pay monthly, annual subscription could not be cancelled and that since I had missed my window to cancel the auto-renewal, the only thing she could do would be to cancel the auto-renewal for **** and stated, "You have completed 15 boxes, so you only have 9 remaining shipments with your annual curriculum". I responded that I never signed up for an auto-renewal and to show me where I agreed. ***** then responded saying that "right now our subscription is set to auto-renew upon purchase" and that she can turn it off for me for ****. If you go on the website to purchase this subscription, it does not state anywhere on either the informational page or the check-out page about auto-renewal being a condition upon purchase. After this response from their customer service, I got on the website to see if I could find anything pertaining to auto-renewal. Under their Subscription Policy it states, "Annual Subscriptions are not eligible for early cancellations". I did not cancel early. I fulfilled my 12-month contract. It also states, "some subscriptions may auto-renew at the end of their duration" but doesn't clarify which ones. Very deceptive!

    Business Response

    Date: 10/16/2023

    Hi ******, 

    I want to deeply apologize for the negative experience that you had with CrunchLabs, and any complications that came with our cancelation policy. I have canceled your subscription, and also have refunded you for the boxes that you have been charged for outside of your year 1 subscription. I have sent a separate email with more details. If you have any more questions, please reach out to me through my email, *****************************.

    Best Regards, 
    *********************** | sourcing associate at CrunchLabs

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