Complaints

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• Initial Complaint

  Date:03/05/2025

  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.

  The company calls itself 'The Scalable No-Code Backend' There are a few issues... First of all, the company does not do anything to mask public URLs or provide aliases so anyone can access any data on their free site at any time. Once you upgrade, you lose access to this to be able to double check for anything. Personally, the team belittles me often and I have to ask at least 3 different times and practically yell before anyone will do anything when their software has gone wrong. They will often say 'we can't re-create that' and it's like duh -- you are not the owner of the account and viewing from that perspective. The current issue is that their data system that is supposed to be easy to use and everything you need to save time and money sometimes has glitches. They've tried to help with those glitches and sometimes data is deleted though it is supposed to meet HIPAA, ISO and GDPR standards. I've asked them to restore the data and they have agreed but again, I have had to ask for a week straight now and they still have not restored. Beyond that, sometimes they will have down time and so I cannot access my instance and they do not provide compensation nor alerts about this. They also say they can only restore the back *** for me to check for three days though my data plan has unlimited storage. They do not work on a 24 hour customer service shift, do not respond to messages quickly and they are impossible to work with.

  Business Response

  Date: 03/07/2025

  Thank you for reaching out to us regarding this complaint. We take all customer feedback seriously and appreciate the opportunity to address these concerns.

  We are familiar with this customer, as we have been actively assisting her for the past few months. While we regret that she feels dissatisfied with our services, we have made extensive efforts to support her, even in challenging circumstances. 

  Regarding her concerns about data security and access, we adhere to the highest industry standards, including ISO *****, SOC 2 compliance, and best practices at ****** Cloud Platform hosting, ensuring a robust security infrastructure. Our platform offers multiple layers of protection, such as API authentication, role-based access control, two-factor authentication (2FA), and password encryption to safeguard user data. We are committed to providing a secure and scalable backend, as demonstrated by over ******* endpoints and *******+ applications running securely on our platform. More details about our security measures can be found here - *****************************************

  In addition to maintaining a secure environment, we strive to provide best-in-class customer support. This particular customer has reached out a few dozen times, and we have diligently worked with her, including live Zoom support sessions through our office hours to help resolve her concerns. Despite repeated investigations, we have found no evidence of data loss due to any fault on our end. However, in good faith, we proactively restored two separate backup instances, each hosted on $199/month servers, free of charge, allowing her to review her data. Though she initially requested access for just a few days, we extended the availability for four months at no cost.

  Furthermore, despite outstanding unpaid invoices, we have continued to support her and have even credited her account to ease her experience. Most recently, we are in the process of restoring a third backup instance, again free of charge, to further assist her in accessing her data. We hope that this additional support will provide her with the clarity she needs to move forward.

  We understand that technical challenges can be frustrating, and we remain committed to assisting our customers professionally and fairly. We would appreciate any guidance on how we can further resolve this situation while continuing to uphold the integrity of our support process.

  Thank you for your time and consideration. We look forward to your response.