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Business Profile

Marketing Software

SmarterContact LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Marketing Software.

Complaints

Customer Complaints Summary

  • 7 total complaints 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:09/10/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 was excited to use SmarterContact for my portfolio company's business practices. However, after we paid and as we began onboarding, we were informed that they would need documentation from the *** that our business could not provide. We have since tried to reach out to SmarterContacts business support multiple times and have not received any communication. We have also reached out to the ** of Sales personally, however, he gave us his office phone number (which he does not answer) and upon trying to reach him again via his cell, he has chosen to hang up the phone on us mid-conversation rather than speaking with us as a paid customer. We have since tried to reach out to the CEO, ***, and several support staff. This company will take your money, run, and do nothing to support their clients. My team is trying to be calm and resolve this amicably. But, given 99% of their staff is in **************, and the ***********, it makes it practically impossible to reach them.

  • Initial Complaint

    Date:01/08/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 early August of 2023, I applied for expanded service with Smarter Contact. This was prior to the due date of my payment of $799. Immediately my service was interrupted, and the company could not tell me when it would be restored. I suggested that they suspend my account until service was restored and they rejected this solution. A few days later, they charged my card the $799. Approximately ************************************************************************** the $799. I shouldn't have to pay when no service was provided.

  • Initial Complaint

    Date:11/17/2023

    Type:Product Issues
    Status:
    Unanswered
    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 signed up for a 7 day trial where they said that if I cancel my subscription within the 7 day period they would not charge me for the subscription. Yet they charged me on day 3. I cancelled within the 7 day trial period yet they would not refund the money back to me.

  • Initial Complaint

    Date:11/01/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    Smarter Contact is operating illegally. I filed a dispute with my bank and my bank couldn't help me because they had a "no refunds" policy even though their software was a lemon. If you need more proof on that they are a fraudulent company ... their LLC and address on their terms and condition are Smarter Contact ***** ********************************************************** When looking up their address online, I can see that this is not a real address... It's a PO box. Then with a quick ****** search, I can see that in *******, you can't use a PO box as a business address. Then I looked up their LLC under ******* ********** of ****** and I can see that their LLC is no longer active and there is no entity called Smarter Contact **** only Smarter Contact LLC. ************************************************************************************************************************************************************************************************************************************************************************************************************************************* You can see that they listed the same PO box on their Terms of Condition and their principal and mailing address that they used to register the Entity. So, one, their LLC isn't even currently active, meaning their merchant is allowing a "company" to operate even though they are not active. Two, their LLC is illegal because they are using a PO box as their primary address, which they can't use. This is a fraudulent company operating fraudulently under a non-existent entity. If you can't get them on this, I don't know what else to tell you.

  • Initial Complaint

    Date:09/20/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 signed up for the platform and made my first upfront quarterly Payment of $ ******** on 08/02/2023. I then got charged $ ****** on 08/07/2023, which is the day I also bought my Phone numbers on the site, so i can use the platform. They promised me it would take about a week to get my numbers back. It's September 19th as of me writing this and i still cant use the Platform at all. *** tried to work with them but i get slow responses and they told me they don't offer refunds. I don't believe its right to take someones money and not do what you said you were going to do.

  • Initial Complaint

    Date:03/03/2023

    Type:Product 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.
    We subscribed to Smarter Contact again last September 2022 We paid for Credits called "Recharge" to use *** credits, however, come October there was a standard branding update that kept us from using the account and the *** credits.We worked with them October up to Present, however, registration failed after 5 months of working with them. They refunded us the subscription fees, however, they refused to refund the unused balance of $207.90 which can't be used due to a failed registration. "Please note that we do not refund the account balance. In total, we refunded you for the time you had pending brand: November 1 - February 28 with the last billing renewal fully refunded." - Yuliia, SmarterContact Support.

    Business Response

    Date: 03/21/2023

    Good day BBB, 

    Customer has been presented with the refunds and cancellation policy every time during the login to the Smarter Contact website 
    Due the third-party costs connected to supporting of the customers account, all subscription and balance payments are not refundable.
    We made a rare exception and refunded $2000 (two thousand dollars USD) to customer's credit card. Also they still can use the service for additional services without subscription payment to use the credits on a balance.  

    Customer Answer

    Date: 03/30/2023

     
    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.

    Sincerely,

    Oana Marmalichi

SmarterContact LLC is NOT a BBB Accredited Business.

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