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:09/27/2024

  Type:Product 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.

  I authorized a one time fee and did not see anything stating my account would be charged 44 dollars. I would never pay ***** for this service I dont even know how to get into the account to even cancel it.

  Business Response

  Date: 09/30/2024

  Hi ******,
  
  The account was created on 09/16/24 with our $1.00 7-day trial.  Upon further review, it appears we did not receive a request to cancel prior to the end of the trial. In that event, your account was automatically renewed to the monthly subscription of $44.86.

  When signing up for our background reports, the subscription does outline that it will auto-renew until elected to cancel. You can contact us to cancel at any time, and will not be billed for your next billing cycle.

  Please be assured that your account was canceled and you were issued a refund of $44.86. The refund was processed immediately on our end, however, please note that it may take up to 10 days for the refund to reflect on your bank statement depending on your financial institution.
  
  If you have any questions, please feel free to contact us.

• Initial Complaint

  Date:09/13/2024

  Type:Billing 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.

  I have never signed up for neighborwho.com and I have never authorized my Apple card to be charged. Dates of charges are 04/22/2024 ($1), 04/30/2024, 05/29/2024, 06/29/24 in the amount of $44.86 each for the total of $135.58

  Business Response

  Date: 09/18/2024

  Hi there ******,
  
  Thank you for reaching out and allowing us the opportunity to resolve this for you.
  
  We completely understand your concerns regarding the account. 
  NeighborWho wants our customers to be aware of the billing prior to creating an account with us.
  
  When signing up for our services the terms and conditions in addition to the privacy policy are required to be agreed to prior to signing up. 
  Each customer must agree to these terms before successfully creating the account. 
  
  This way our customers confirm they are fully aware of the charges including the date to cancel the trial.
  
  Our subscriptions are not based on usage; they are recurring subscriptions that will continue to renew until a customer cancels as stated in the agreed terms. 
  Our records do not indicate a previous request to cancel the account, in this event the account continued to renew as stated in the agreed terms.
  
  Your account was closed because it appears you disputed our charges with your bank. 
  Please be assured the account is canceled and closed. 
  
  We are locked out of any further transactions. 
  You would need to follow up with your bank regarding the resolution of the dispute and the return of any funds to your account.
  
  If you have additional questions, please don't hesitate to contact us.

• Initial Complaint

  Date:09/13/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Did not authorize company to deduct $47.73 per month - I did not realize it had been going on until my bank sent me a fraud alert - It has been happening for over 12 months - this is fraud. I want a full refund. you guys are scamming people.

  Business Response

  Date: 09/18/2024

  Hi there ******,
  
  Thank you for reaching out and allowing us the opportunity to resolve this for you.
  
  We completely understand your concerns regarding the account. 
  NeighborWho wants our customers to be aware of the billing prior to creating an account with us.
  
  When signing up for our services the terms and conditions in addition to the privacy policy are required to be agreed to prior to signing up. 
  Each customer must agree to these terms before successfully creating the account. 
  
  This way our customers confirm they are fully aware of the charges including the date to cancel the trial.
  
  Our subscriptions are not based on usage; they are recurring subscriptions that will continue to renew until a customer cancels as stated in the agreed terms. 
  Our records do not indicate a previous request to cancel the account, in this event the account continued to renew as stated in the agreed terms. 
  
  Please see the attached document for the sign up page.
  
  However, NeighborWho prides itself on understanding our customers' concerns. 
  We have issued a total refund of $190.92. 
  
  We issued this refund in an act of good faith based on your expressed circumstances. 
  NeighborWho is unable to issue any further refunds on this account. 
  
  Additionally, all accounts are created on the users end.
  We can confirm all identifying details match the account.
  Full name, email address and phone number. 
  
  If you would like to review our Account & Billing FAQS please click here: ***********************************************
  
  If you have any additional questions, please don't hesitate to contact us.

  Customer Answer

  Date: 09/18/2024

   
  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.
  However, the card ending in 1825 was canceled by my bank due to unauthorized transactions. How will this refund be issued alternatively? 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/11/2024

  Type:Product 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.

  I did not authorize any one in your company New Neighbor who or what ever you are for the amount of money on my credit card money 8/13-$5.00 and 8/21- $47.83. I would like my money back. I do not know how you got my information!!! I do not have a smart phone. The only way to reach me is by phone You seem to have my number- how I do not know.!!!! I tried to call you twice and told i would be out in hold. I do not have the patience to stay on my phone more than a few minutes. I do not know who you are or how this "bill" was sent to me. NOT HAPPY Want my refund and my information removed from your company

  Business Response

  Date: 09/12/2024

  Hi there *****,
  
  Thank you for reaching out and allowing us the opportunity to resolve this for you.
  
  We were able to locate your account.
  All identifying details matched.
  
  Name, Email address and phone number.
  This was verified again with the correspondence between yourself and the ************* Team.
  
  We can confirm that your account was created not through a smartphone, but through the web/desktop.
  
  As of 09/11/2024, we have already confirmed that your account was fully refunded and cancelled as requested.
  If you have any further questions and or concerns, please feel free to reach out to us. 

• Initial Complaint

  Date:09/07/2024

  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.

  I never signed up for Neighborwho and theyve charged my account $44.86 I did not authorize this charge and would like a refund. I have never heard of this company nor have I attempted to sign up for any kind of subscription. This is not ok. I am not rich and dont have the funds for a random $50 charge.

  Business Response

  Date: 09/09/2024

  Hello ******, 

  I was able to locate an account that matches your full name and email address. Please be assured that your account was canceled and you were issued a refund of $44.86. The refund was processed immediately on our end, however, please note that it may take up to 10 days for the refund to reflect on your bank statement depending on your financial institution.

• Initial Complaint

  Date:09/06/2024

  Type:Billing 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.

  I have never signed up for neighborwho.com and did not authorize my bank account to be charged. Dates of charges are 05/05/2024, 06/05/24 in the amount of $44.86 each for the total of $314.02

  Business Response

  Date: 09/13/2024

  Hi there ******,
  
  Thank you for reaching out and allowing us the opportunity to resolve this for you.
  
  We completely understand your concerns regarding the account.
  NeighborWho wants our customers to be aware of the billing prior to creating an account with us.
  
  When signing up for our services the terms and conditions in addition to the privacy policy are required to be agreed to prior to signing up.
  Each customer must agree to these terms before successfully creating the account. 
  
  This way our customers confirm they are fully aware of the charges including the date to cancel the trial.
  
  Our subscriptions are not based on usage; they are recurring subscriptions that will continue to renew until a customer cancels as stated in the agreed terms.
  Our records do not indicate a previous request to cancel the account, in this event the account continued to renew as stated in the agreed terms. 
  
  Please see this link for the sign up page link :
  **************************************************************;
  
  However, NeighborWho prides itself on understanding our customers' concerns.
  We have issued a total refund of $179.44. 
  
  We issued this refund in an act of good faith based on your expressed circumstances.
  NeighborWho is unable to issue any further refunds on this account.
  
  Additionally, all accounts are created on the users end.
  We can confirm identifying details match the account.
  Full name, email address. 
  
  If you would like to review our Account & Billing FAQS please click here: ****************************************************;
  
  If you have any additional questions, please don't hesitate to contact us.

• Initial Complaint

  Date:08/30/2024

  Type:Service or Repair 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 never signed up for or used any services from this company (NeighborWho). This company made a $1.00 charge against my wife's account on 10/23/2022. Then they charged $47.55 to her card 10/22/2022 and every month after. With the company's cryptic name, my wife assumed it was related to something else. Only now we are discovering it is a fraudulant charge. Her card has been fraudulantly charged a total of $1,094.65. I can supply creditcard statements.

  Business Response

  Date: 09/04/2024

  Hi there **** & ****,
  
  Thank you for reaching out and allowing us the opportunity to resolve this matter for you.
  
  We were able to locate your account with the full name, phone number provided.
  
  We completely understand your concerns regarding the account. 
  NeighborWho wants our customers to be aware of the billing prior to creating an account with us.
  
  When signing up for our services the terms and conditions in addition to the privacy policy are required to be agreed to prior to signing up. 
  Each customer must agree to these terms before successfully creating the account. 
  
  This way our customers confirm they are fully aware of the charges including the date to cancel the trial.
  
  Our subscriptions are not based on usage; they are recurring subscriptions that will continue to renew until a customer cancels as stated in the agreed terms. 
  Our records do not indicate a previous request to cancel the account, in this event the account continued to renew as stated in the agreed terms. 
  
  Please see the attached screenshot for the sign up page.
  
  However, NeighborWho prides itself on understanding our customers' concerns. 
  We have issued a total refund of $190.20. 
  
  We issued this refund in an act of good faith based on your expressed circumstances. 
  NeighborWho is unable to issue any further refunds on this account. 
  
  If you would like to review our Account & Billing FAQS please click here: ***********************************************
  
  If you have any additional questions, please don't hesitate to contact us.

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22218825
  
  I am rejecting this response because:

  I can't believe the business model of NeighborWho doesn't rely partly on taking people in who do not carefully examine the "7 Day Trial Membership...$1.00."  Whatever the legal standing this is abusive morally. Their note says that "in good faith" they will refund us $190.20. So we only paid ****** for nothing at all rather than $1,094.65. Obviously the system is pretty lucrative. 
  
  Sincerely,
  
  ****/***********************

  Business Response

  Date: 09/12/2024

  Hi there **** and ****,
  
  Thank you for the response back.
  
  As previously mentioned, in order to create an account the terms and conditions in addition to the payment agreement must be checked in order to view results.
  We created this option to ensure that our customers are fully aware of the subscription including instructions on how to cancel the service, that includes a phone number, email address and link to our contact us form to cancel the service.
  
  We have also included the exact link used at the time your account was created here: ***************************************************
  By clicking these boxes customers agree to the terms of service and our billing policy.

  Which states the following:
  12. Membership Requirements and Conditions
  IV. Fees, Taxes and Billing
  If You wish to use the ****** services or otherwise purchase any product or service through the Site, You will be presented with the applicable fees and billing arrangement prior to Your purchase, which include the charging of fees to a payment card on a recurring basis. By ordering a subscription and/or any product via our Site, You authorize Us to charge your card accordingly. As with any merchant, for Your protection, we may request additional information to authenticate the credit card being used, and absent successful authentication, we may refuse to accept an order. If you believe your credit card or other payment method might have been used in a fraudulent manner to purchase a subscription/NeighborWho Search, please contact our customer service department as soon as possible. We do not accept payment via check, cash or money order. In addition to the applicable subscription or order fees, depending upon the state in which you reside, either You, or We on Your behalf, are responsible for paying any and all applicable sales or use tax due to any and all taxing authorities arising from, or in connection with, Your use of the ****** services.
  
  You specifically acknowledge and agree that failure to use the ****** services does not constitute a basis for refusing to pay subscription or other fees. Upon prior written notice to You (with e-mail constituting sufficient written notice), NeighborWho reserves the right in its sole discretion to change its pricing and/or billing practices. If You do not agree with these changes, You are always free to cancel Your subscription, but you recognize that You will remain responsible for timely payment of any and all fees that You have already incurred (including any applicable late fees). We will understand that Your continued use of Your subscription following Our providing notice of any change constitutes and means that you consent to any and all such changes and by not terminating Your account within seven (7) days after delivery of such notice, You formally agree to comply with, and be bound by, such new pricing or billing practices.
  
  All orders are subject to applicable taxes in the states where applicable customer resides and You authorize us to take all appropriate measures to comply with any and all applicable laws and statutes in connection with the foregoing.
  
  What is NeighborWhos Refund Policy?
  If at any time You are not fully satisfied with ************ for any reason, You may call Our customer service department toll-free at ************** to explain your dissatisfaction and/or request a refund. All requests for refunds will be considered on a case-by-case basis, each of which will take into account Our pursuit of maximum customer satisfaction. Where We offer refunds, You are typically limited to receipt of a single refund per subscription. Repetitive refunds are not permitted. We reserve the right to refuse a refund to any subscriber who repeatedly requests refunds or any subscriber who, in Our reasonable good faith judgment, does so in bad faith. In order to process any refund request, You must supply Us with all pertinent information your name and mailing and/or billing address. If you provide us with insufficient or incorrect information, your refund will be delayed. Depending on the bank that issues the applicable credit or debit card used, a refund may take up to thirty days to appear on the applicable statement. If You have any questions regarding whether a refund has been processed, please feel free to call our customer service department toll-free at **************.
  
  Also please note the following general guidelines regarding our refund process:
   
  Refunds are processed immediately on our end, but depending on your bank or financial institution, it may take up to 10 days for the refund to post to your bank. Feel free to contact us if you have any questions or want to confirm your refund.
  If we receive a dispute or chargeback through your bank, we reserve the right to permanently suspend your account and challenge the dispute. Once a dispute is in place, we will be unable to provide you a refund on the transaction.
   
  Rest assured we have canceled and refunded the allowed amount to your account in the amount of $190.20.
  No further billing or charges will apply. 
  
  As our terms set forth regarding refunds we have issued as per your request.
  You are typically limited to a single refund per our terms as provided above, in the act of good faith we have issued a refund for more than a single transaction.
  
  Thank you for your attention.
  Have a pleasant day!

• Initial Complaint

  Date:08/15/2024

  Type:Billing 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.

  I have never signed up for neighborwho.com and did not authorize my bank account to be charged. Dates of charges are 04/10/2024, 05/10 2024, 06/10/2024, 07/10/24 in the amount of $44.86 each for the total of $139.44

  Business Response

  Date: 08/16/2024

  Hi there ******,
  
  Thank you for reaching out and allowing us the opportunity to resolve this for you.
  
  We were able to locate your account, all details matching.
  Full name, email address, zip code, etc.
  
  We completely understand your concerns regarding the account. 
  NeighborWho wants our customers to be aware of the billing prior to creating an account with us.
  
  When signing up for our services the terms and conditions in addition to the privacy policy are required to be agreed to prior to signing up. 
  Each customer must agree to these terms before successfully creating the account. 
  
  This way our customers confirm they are fully aware of the charges including the date to cancel the trial.
  
  Our subscriptions are not based on usage; they are recurring subscriptions that will continue to renew until a customer cancels as stated in the agreed terms. 
  Our records do not indicate a previous request to cancel the account, in this event the account continued to renew as stated in the agreed terms. 
  
  Please see this link for the sign up page screenshot attached here.
  
  However, NeighborWho prides itself on understanding our customers' concerns. 
  We have already issued a total refund of $179.44. 
  
  We issued this refund in an act of good faith based on your expressed circumstances. 
  NeighborWho is unable to issue any further refunds on this account. 
  
  If you would like to review our Account & Billing FAQS please click here: ***********************************************
  
  If you have any additional questions, please don't hesitate to contact us.

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22150866
  
  I am rejecting this response because:  I filed a complaint against neighbor who and requested a refund for 4 months ******* **** June, July) charging me $44.86 per month) Now need to file another complaint, since they charged me $44.86 again in August. The total of the 5 months is $224.30. I never signed up for this, and can't cancel on their website since I have no password. I would like a refund for $224.30.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/29/2024

  Hi there ******,

  Thank you for your response.

  We have already issued a total refund of $179.44. 
  NeighborWho is unable to issue any further refunds on this account.

  If you would like to review our Account & Billing FAQS please click here:  ***********************************************
  
  If you have any additional questions, please don't hesitate to contact us.

• Initial Complaint

  Date:08/13/2024

  Type:Product 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.

  I never ordered or subscribed to this company. And I want a refund of *****.

  Business Response

  Date: 08/14/2024

  Hi ******,
  
  We were able to locate an account that matches your full name and telephone number. The account was created on 08/05/24 with our $1.00 7-day trial.  Upon further review, it appears we did not receive a request to cancel prior to the end of the trial. In that event, your account was automatically renewed to the monthly subscription of $44.86. 

  When signing up for our background reports, the subscription does outline that it will auto-renew until elected to cancel. You can contact us to cancel at any time, and will not be billed for your next billing cycle.

• Initial Complaint

  Date:08/04/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  I am being charged by this company for $44.86 monthly for a service that I did not sign up for. I have been billed $180.44 since April 2024 and I have a pending charge of $44.86.

  Business Response

  Date: 08/06/2024

  Hi there ****,
  
  Thank you for reaching out and allowing us the opportunity to resolve this for you.
  
  We were able to locate your account, matching zip code, last name. 
  
  We completely understand your concerns regarding the account. 
  NeighborWho wants our customers to be aware of the billing prior to creating an account with us.
  
  When signing up for our services the terms and conditions in addition to the privacy policy are required to be agreed to prior to signing up. 
  Each customer must agree to these terms before successfully creating the account. 
  
  This way our customers confirm they are fully aware of the charges including the date to cancel the trial.
  
  Our subscriptions are not based on usage; they are recurring subscriptions that will continue to renew until a customer cancels as stated in the agreed terms. 
  Our records do not indicate a previous request to cancel the account, in this event the account continued to renew as stated in the agreed terms.
  
  However, NeighborWho prides itself on understanding our customers' concerns. 
  We have already issued a total refund of $179.44. 
  
  We issued this refund in an act of good faith based on your expressed circumstances. 
  NeighborWho is unable to issue any further refunds on this account. 
  
  If you would like to review our Account & Billing FAQS please click here: ****************************************************;
  
  If you have any additional questions, please don't hesitate to contact us.

  Customer Answer

  Date: 08/07/2024

   
  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.
  
  Sincerely,
  
  *******************