Complaints

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:09/06/2023

  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.

  We started using Ciirus in 2018 and after several missteps by Ciirus, we chose to end our relationship in May 2023. We were told they require a 60-day notice. But as a courtesy, they wouldn't charge the fee. But we would be required to sign a new document as we were leaving. They then turned around and charged $1058.16 for gateway fees. When I asked for a copy of my original contract, I was told that was an "Activation Agreement"... that they don't have a copy of. This is the first company I know that sign a contract prior to leaving and not upon starting.

  Business Response

  Date: 09/07/2023

  ********* ********* has had an account with CiiRUS since October 2012.   To onboard customers, we have them sign an "Activation Agreement" which gives us information to set up their account, import any bookings and configure settings at that time.  I do not have this document from ********* ********* from 11 years ago, but they would have been provided a copy at the time.  That document isn't an ongoing contract, as we are a month to month service and users may cancel with 30 days notice.  The ongoing terms and conditions of use of our software program are available online publicly.     Use of software is a monthly subscription.     *************************************** 
   ***** has used our API connections to receive bookings via our API channels.  We charge a 1% fee for use of the API.  We typically charge this after the guest has arrived, but when customer leave we create an invoice for the bookings that are in the account that would be due.   He has been using the API and paying for this service per our terms and conditions for many years.   He is asking for a refund for gateway fees, although he has kept those bookings. 
  When ***** gave notice to leave the platform, I advised him we required a 30 day notice (per our terms and conditions) and a signed Cancellation Agreement, which states the dates services will stop or disconnect, how the final billing is processed, and how to save data for any future needs. A closing agreement must be signed by an account owner so we have a document agreeing the disconnection date. This also means we know they have had instructions on how to save their data.  This customer was leaving due to support and technical  issues, so I offered to waive the 30 day requirement and the last months software fee. 
  The gateway fee is still charged because these are bookings that the customer received via our API, He will be paid for those bookings that were taken on our system.  He is not cancelling those guests, as he is still in business, just not using our software.  We discount this amount by 15% assuming that naturally some may cancel. 
  He has stated that this is deceptive, but he signed the agreement that state this clearly.   He received those bookings via our API and signed the agreement saying this is the policy.