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:06/14/2023

  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.

  In June 2021, I purchased a one year package wroth of office-use-credits for $997 with no expiration date. In September 2022, ***************** a deskpass executive, sent an email saying at the end of June 2023, they'll eliminate this credit system and each office space will have a daily price (not a credit) and all monthly subscription will end. Starting July 2023, everyone can book a day at any office based on that particular office's daily price. I asked to speak with *** directly. He called me and promised that those of us who have hundreds of credit left "he'll make us whole". These are his exact words. He told me that he'll devise a system that those of us who have many unused credits left will have an alternative way to use them. He wasn't sure at the time what that would be but he'd figure it out. In April 2023, we received the email reminder that end of June the $19/month subscription will be automatically over and all credits will be wiped off but NO plans of how to make us whole if we have hundreds of credits that we already paid for left. I emailed *** repeatedly and. he ignored me. I called and followed up relentlessly and *** responded by saying he'll give me $500 company credit I can use. On April 24th, I emailed *** and said "I checked the daily prices in *** and they're between $25-$50 perday which means depending on which one I reserve I can get only between ***** days. Compare to the remaining 256 days, that's a very very very low ball offer and not even close to making it whole." He has refused to communicate with me. Basically, after I twisted their arms they want to eliminate 256 remaining days (as of today) that I have paid for and reduce it to ***** days! That is unacceptable. I paid fair and square and they didn't have any expiration date on it when I bought. I've also been paying $19 a month for a year and a half just to keep my credits and now they want to take my credits away.

  Business Response

  Date: 06/23/2023

  Hello,

  
  Please see attached pdf: Re: *************************** | ID: ******** for full explanation + customer response. 

  
  Let us know if there are any further questions.

  
  Thank you,

  
  Ally ******** | Support Manager | Deskpass

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20185417
  
  I am rejecting this response because: ******************* is confiscating my 255 day reservation that I paid for and had NO expiration date at the time of purchase and offering 10 day reservation. The $500 they offered is not a refund back to my credit card. If that was the case, I would've accepted. They're offering $500 company credit. In *************, their cowering spaces go for up to $50 a day. That means their $500 company credit can purchase 10 days of reservations. So they are confiscating 255 days and offering 10 instead! This is predatory practice and I refuse to allow the company to steal what I paid for just because they are in possession of the product I paid for, they shouldn't be able to take it away. 

  If they really want to come to a compromise, issue a $500 refund NOT company credit! 

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/28/2023

  Hello,
  
  Please see attached pdf: Re: *************************** | ID: ******** for additional comments on pages 4 + 5 
  
  Let us know if there are any further questions.
  
  Thank you,
  
  ********************* | Support Manager | Deskpass

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20185417
  
  I am rejecting this response. When I purchase a product, if its tangible I take it home and the seller cannot change their privacy policy and come to my home and take my belonging away. But when the product is not tangible, predatory practices by some companies allow them to say since our product is not tangible and you cannot take it home, and we the company is in the possession of the product you purchased, we allow ourselves to manipulate our own privacy policy to steal your products that you've paid for in full. That's is an unacceptable and PREDATORY business practice. I paid fair and square for my reservations that had NO expiration date at the time of purchase. Today, June 30th, 2023 I still have 253 daily reservations left to use that I paid for but you are taking it away, AKA stealing it and offering ********************************** your own privacy policy that says you are entitled to steal paid products, is an acceptable defense. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/08/2023

  Type:Product 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.

  Last September, Deskpass changed their terms of service without notifying me, so their office space subscription no longer had credits rolled over month to month. When I signed up for the subscription in 2019, it was very clear that unused credits could be used in the coming months, which is why I stuck with the service through the pandemic in 2020, even though no locations were open But since I was not notified of the change, I ended up paying for the office space subscription for eight months without using it, only to discover that all of those payments were totally wasted money. Their customer service team did not show any interest in helping to make this right. They said that since I didn't have email correspondence turned on, it was my fault that I didn't know about the change in service. Thats dishonest. I attached a screenshot of my email showing that I never received any notice from the company about the change in service terms

  Business Response

  Date: 05/15/2023

  Hello,

  Please see attached pdf: Re: *********************** | **: ******** for full explanation + customer response. 

  Let us know if there are any further questions.

  Thank you,

  ********************* | Support Manager | Deskpass

  Customer Answer

  Date: 06/08/2023

   
  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,
  
  ***********************

• Initial Complaint

  Date:11/17/2022

  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.

  I have been using their service for a long time, paying $797 on yearly basis, book on the fly, not aware of their recent police canes or business practice until I couldn't book a space when I had an import hearing. I stuck at the front door of the place to email them, yet they were not converting my credits or trying to correct their problems and resulted in a missed hearing.Such a small company change price, subscription type on the fly last month, cut me out, took all my credits that used to be roller over if not used.If I know their Kirky practice or leave enough time for me to act. I would use up those credits that I bared used much due to COVID-19, relied it had been able to roll over, and they made it clear they are reliable to use their so-called service to book someone else space, suffered damages afar.

  Business Response

  Date: 11/27/2022

  RE: Complaint ID ******** | ***************
  

  Explanation for BBB:
  - *** was a Deskpass Member from February 2019 - March 2022
  - Member has a history of confusion regarding Deskpass policies
  - Her account was canceled March 6, 2022 due to multiple failed payment attempts on her plan renewal for $797. 
  - Upon cancellation, all accrued credits on her account were forfeited.
  - November 14, 2022 *** contacted Deskpass Support to assist in utilizing her credits. We explained that her credits were lost in March due to account cancellation.
  - We offered an alternative solution to create a reservation, Deskpass Instant Workspace which provides pay-per-use booking with a valid payment method
  - *** did not update her payment method, therefore a reservation could not be made.
  - No refund is required because Anns last payment was not successfully processed
  
  Response to Customer:

  
  Hi ***,
  We are very sorry that you experienced confusion with our recent changes to our pricing model. 
  With the incredible surge in demand for flexible work arrangements, we have seen our customers and prospects demand equal flexibility in how they are able to use Deskpass. We felt moving towards a pay-per-use model offered our users the best control over the locations they book and the prices they're comfortable with, while also enjoying no monthly minimum.
  As we made the decision, we knew it would be difficult to make everyone happy. In order to focus on the areas where we can have the largest, most positive impact on our customers, it was necessary.
  We provided all of our existing members multiple communications providing explanation prior to eliminating sale of Annual Plans and later, Individual Memberships. Our records show that you received the Annual Plan notice on February 16, 2022 - five days prior to your renewal date, and the failed payment attempts leading to your accounts cancellation on March 8, 2022. 
  Upon your accounts cancellation, your accrued credits were lost as our members agree to upon signing up for a Deskpass Account. As your payment was never processed in March, we are not able to issue a refund. 
  We are very sorry that this misunderstanding caused a disruption to your work, that is never our intention. When you reached out to our Support Team, we did our best to assist you in making a reservation at the space you were requesting via our new booking solution, Deskpass Instant Workspace. To create a reservation we required an updated payment method, which was not provided. 
  You are still welcome to utilize Deskpass Instant Workspace for  on-demand Desk bookings. All you must do is update your payment information, and begin reserving on our app. 
  Please dont hesitate to reach out with further questions.
  

  
  

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18419440
  
  I am rejecting this response because:
  I wasn't aware of any policy change or cancellation. It's bad business practice to not to warn customers and took our money for nothing. I didn't sign up to give away my benefit for non-sense, each time I make a booking, there's a problem as if you added another rule from nowhere, it's such a bad company to trust.
  Sincerely,
  
  *** ****

  Business Response

  Date: 11/30/2022

  Hi ***,

  We are very sorry that you are not satisfied with our response.

  As previously mentioned, we provided all of our existing members multiple communications providing explanation prior to eliminating sale of Annual Plans and later, Individual Memberships. Our records show that you received the Annual Plan notice on February 16, 2022 - five days prior to your renewal date, and the failed payment attempts leading to your accounts cancellation on March 8, 2022.

  As your account was canceled in March, you were placed in our suppression list and did not receive notifications for the end of Individual Memberships. These notifications were sent to active members, and your account was not active at that time.

  Due to the confusion, we would like to offer a special exception to get you set back up on one of our Individual Plans. Please note that unlimited credit rollover/accrual for Individual Subscription Plans ended on September 30, 2022, so credits must be utilized during the billing cycle they were granted.

  Additionally, we will be removing all Individual Plans from our platform as of June 30, 2023 and at that time all monthly subscriptions will be discontinued and any remaining credits will no longer be available for use. At that time all of our member accounts will transition to our Deskpass Instant Workspace user accounts.

  I have included the Individual Plans to choose from below - please let us know your selection and we can get that set up for you.

  Starter (2 credits) = $55
  Mini (4 credits) = $100
  Part-Time (8 credits) = $185
  Full-Time (20 credits) = $400