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Business Profile

Security Cameras

Matterport

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Security Cameras.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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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Complaint status

Complaint type

  • Initial Complaint

    Date:07/30/2024

    Type:Billing Issues
    Status:
    Resolved
    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.
    they charged me for one full year of services when I only used one month of services. They are refusing to offer a refund.

    Business Response

    Date: 08/01/2024

    We sent an automated reminder email 30 days before their renewal informing them that their renewal was coming up. Part of that email states "We wanted to give you plenty of notice, so you have time to review your subscription details, make any necessary updates, or cancel your subscription if it's no longer required. If you do wish to cancel, make sure to do so before the renewal date to avoid any charges."

    Per our Platform Subscription Agreement, ************************************************************************, the customer can request cancellation at any time via their login, but there will be no refund. When cancellations are requested, the subscription will cancel at the end of term. For this customer, since they requested cancelation on July 29th, 2024, the cancelation will be July 8, 2025. Until then, the customer can use the account and their spaces will be available to them and their clients during that time period.

    Customer Answer

    Date: 08/02/2024

     
    Complaint: 22061601

    I am rejecting this response because:
    I explained my move to a different country and not receiving this message. I agreed to pay for the month I used, but not pay for a whole year. Be a fair business. You are stealing money from customers and I will testify when you are sued  Unless you do right by your customers I will continue to spread the word about your predatory business practices  

    Sincerely,

    *************************

    Business Response

    Date: 08/12/2024

    When customers sign up, they have to agree with the Terms and Conditions to purchase the subscription, which states that it will auto renew, but that they can cancel at any time. All plans cancel at the end of the term, whether that is monthly or yearly. This is a standard business practice. 

    That said, we will agree to a refund minus 2 months. ****** - (9.99 x 2) = 99.90.

    Customer Answer

    Date: 08/15/2024

     
    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 fact that it took this long for Matterport to offer this solution is a reminder that predatory businesses such as yourselves, are kept in business by hard working and ethical customers.

          We deserved ethical treatment from the moment we contacted you for help, but we had to beg for it and report you in order for you to do the right thing.

         We will never use your service again and pledge to do our best to steer those we know and love, who are in need of these services, to companies that align with customers needs and rights. 



    Sincerely,

    *************************

Matterport is NOT a BBB Accredited Business.

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