Complaints

This profile includes complaints for TrendSpider LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  TrendSpider LLC

  790 Estate Dr Ste 7950 2nd Floor Deerfield, IL 60015-4878

  
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  TrendSpider LLC

  2028 E Ben White Blvd Ste 240-2010 Austin, TX 78741-6966

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:12/04/2024

  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.

  Better Business Bureau Re: Complaint Against TrendSpider for Fraudulent and Deceptive Business Practices Dear Better Business Bureau,I am filing a complaint against TrendSpider for fraudulent and deceptive practices related to an unauthorized charge and refusal to honor their refund policy.Details of the Issue:Company Name: TrendSpider Charge Amount: $780.00 Charge Date: November 24, 2023 I originally subscribed at an annual rate of $296.40. Without prior notification or consent, they charged my card $780.00more than double the agreed amount. Their refund policy states: "Exceptions are made for yearly renewal charges if you inadvertently forget to cancel and are no longer using the service."I missed the renewal and no longer use the service. I immediately contacted them to resolve the issue, but they refused my refund request, showing a disregard for customers and their own policy.Pattern of Deceptive Practices:Ive found similar complaints of unauthorized charges, sudden price hikes, and denied refunds. This suggests a pattern of systemic exploitation.Resolution Requested:I request a full refund of $780.00 and an investigation into TrendSpiders lack of transparency, refusal to honor policies, and poor customer treatment.********************************** actions are unethical and potentially unlawful. I urge the BBB to hold them accountable to protect others.Thank you for your assistance.Sincerely,*** ********

  

  Business Response

  Date: 12/05/2024

  Hey ***, 
  
  We are very sorry to hear you had a bad experience here, that is never our intention.  The reason why the renewal cost was higher was due to the fact that you initially signed up using a 12 month discount coupon.  We make every effort to communicate this to everyone who signs up.  On the pricing page we mention that the discount is only for the first year.  We list the renewal details during the check out process.  Upon signing up we send an email letting you the amount you paid and what your next payment will be.  The final step we take is to send an email three days prior to renewal date which lets you know the exact cost of the renewal + provides instructions on how to cancel if you do not want the subscription to renew.  As you can see, we do take many steps to ensure that we are as clear and transparent as possible. 
  
  In terms of the refund denial, our team did follow the listed policy which can be found in our terms and conditions + must be agreed to during the sign up.  The policy states that we will issue a refund if you contact support within 24hrs of the renewal.  
  
  We are committed to ensuring that everyone who signs up for TrendSpider walks away feeling like they had a good experience here and we would love the opportunity to earn your trust back.  We will reach out to you and look to find a resolution to this issue.  
  
  Thanks!

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22638401
  
  I am rejecting this response because: we are waiting on a dispute placed through my credit card

  TrendSpider won't do anything until the bank decides on the dispute per their email.

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

  

  Business Response

  Date: 12/26/2024

  Dear *** and BBB Team,

  
  Thank you for your follow-up. We understand that you are currently awaiting the outcome of a dispute filed with your credit card provider, and we appreciate you keeping us informed.

  
  While we are unable to take further action on this matter until the dispute process is resolved, we want to reiterate that we are here to support you. If there is anything we can clarify or assist with during this time, please do not hesitate to reach out.

  
  Our goal remains to provide all customers with a positive experience, and we genuinely hope for the opportunity to address your concerns and ensure you feel supported as we move forward.
  Thank you for your patience and understanding.

  Customer Answer

  Date: 12/29/2024

   
  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.

  My credit card company credited me for the full amount. I believe this to be an acceptable dispute as long as there are no other charges.

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

• Initial Complaint

  Date:11/30/2024

  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.

  On 25 Nov 2024, I have taken the yearly subscription called enhanced with Trendspider based on the features enlisted in their website that the subscription provide 100 Simultaneous alerts and 30 Simultaneous bots. However, logging into the portal, I understand that there is zero alerts and bots are available in the subscription and there is only an option to create alerts and bots based on my own knowledge. I have requested to them the refund on 26 Nov 2024 due to misrepresentation and lack of clarity on these features on alert and bots. However, they have declined the refund based on the no refund policy. The link from where I have took the subscription: *******************************************. They have not provided any bill reference in the welcome email and so I have not provided but I have attached the email.

  

  Business Response

  Date: 12/04/2024

  Dear ********* and BBB Team,
  
  Thank you for bringing this matter to our attention. 
  
  First, I want to emphasize that our platform does indeed provide the ability to create alerts and trading bots, as advertised. These tools are designed to be highly customizable, empowering users to create alerts and bots tailored to their unique trading strategies and needs. While we do offer prebuilt templates to help users set up their alerts and bots, TrendSpider does not provide financial advice, buy or sell signals, or any specific recommendations for trading decisions, nor do we advertise such services.
  
  We strive to ensure our product descriptions are accurate and clear. Its never our intention to misrepresent or mislead users. To help potential customers make informed decisions, we offer free product demonstrations, accessible directly on our website, prior to signing up. These sessions are designed to provide a hands-on walkthrough of the platforms features and functionality, including how alerts and bots work. Additionally, our support team is readily available via live chat on our website to answer questions and clarify any aspects of the platform.  
  
  I would like to invite you to attend a personalized 1on1 training session where we can show how to utilize the platform to achieve to your goals.  Our team is happy to schedule a personalized training session to walk you through setting up alerts and bots or answer any other questions you may have about the platform. We also have an extensive library of educational resources and videos that provide step-by-step instructions on using these features.
  
  Regarding your subscription refund request, I understand that you requested a refund on November 26, 2024.  Our team has declined the refund in accordance with the terms and conditions agreed to during the sign up process.  This policy is listed on the pricing page, sign up page, and must be agreed to during the check out process.   
  
  Thank you again for bringing this to our attention, and we hope to assist you further.
  
  Sincerely,

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22622046
  
  I am rejecting this response because:

  The product advertisement did not clearly identify that the alerts and bots are not a preconfigured one. If the product provide only an opportunity for the user to create the bot themselves, it needs to be clearly posted as a part of product description.

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

  

  Business Response

  Date: 12/26/2024

  Dear ********* and BBB Team,

  
  Thank you for your follow-up and for sharing your concerns.
  TrendSpiders platform is designed to provide users with powerful tools, such as alerts and bots, to create and customize trading strategies tailored to their specific needs. As highlighted in our marketing materials and documentation, these features are highly flexible and allow users to define their own parameters and conditions based on their trading goals.  
  
  To address your concern about clarity: While our product descriptions emphasize the customizable nature of alerts and bots, we understand that different users interpret information in various ways. We aim to communicate clearly and avoid any confusion, and your feedback helps us ensure our descriptions remain as transparent as possible.
  Its also important to note that TrendSpider does not provide trading advice, preconfigured signals, or recommendations for buy or sell decisions, as this would constitute financial advice, which is not within the scope of our service.   Our goal is to empower traders with advanced tools to execute their own strategies. This has always been consistent in our marketing, terms of service, and platform design.

  
  Regarding your subscription refund request, our refund policy is clearly stated during the sign-up process and must be agreed to before completing a purchase. We regret that we are unable to make exceptions to this policy.
  That said, we remain committed to helping you maximize the value of your subscription. Wed like to offer you a free, personalized training session to walk you through creating alerts and bots based on your unique requirements. Our support team is also available to provide additional guidance and resources to help you get the most out of the platform.

  
  Thank you for bringing this matter to our attention. Please let us know if you would like to schedule a session or if theres anything else we can assist you with.

  Customer Answer

  Date: 12/27/2024

   
  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,
  
  ********* ************

• Initial Complaint

  Date:03/08/2024

  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.

  Those guys are thieves like the others reviews said I canceled my 7 days trials that I paid for and I cancelled it 1 day before the renewal date and they still charged me

• Initial Complaint

  Date:01/10/2024

  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.

  Company auto renewed my subscription after I had already canceled. I reached out to support and they said they couldn't see any attempt, which would be an issue with their system. They declined to refund.

  

  Business Response

  Date: 01/12/2024

  At TrendSpider, we value customer feedback and are committed to addressing any issues that arise.
  Upon reviewing the client's account, I'd like to clarify the following points:

  
  1) The client subscribed to TrendSpider on Oct, 31, 2023, for the Elite Monthly subscription. 
  2) Upon signing up the client agreed to our terms of service and refund policy.  This includes an agreement to be automatically charged once per month.  
  3) The client's subscription was renewed November 2023 and December 2023.  
  4)  Client reached out Jan 8, **** and claimed to have canceled their subscription prior to the date of renewal, which was December 31, 2023.  
  5) Any cancellation event would be logged in our support communications or in our billing log of events inside of Stripe.  The support team found no indication of a cancellation attempt and denied the refund. 
  6) At TrendSpider, our cancellation policy allows for cancellations either through the app or by contacting support before the renewal date. If the client can provide evidence of an attempt to cancel the subscription, we will issue a full refund. 

  
  As per our terms and conditions (****************************************************), which were agreed to during signup, all sales are final. However, we offer up to 72 hr grace ****** immediately post-renewal for full refunds, aligning with our commitment to customer satisfaction.  The client contacted us after the grace ****** window closed.  

  
  As a small business providing high-quality trading tools, our refund policy is designed to balance customer needs with the significant costs involved in maintaining our data and tools.
  We strive for transparent communication, sending automated emails before and after billing events to ensure our customers are fully informed.
  We hope this clarifies our position and we are open to discussing this further. Please feel free to reach out if you have any additional questions or concerns.

  
  Sincerely,

  
  ***************************
  Customer Success Manager
  **********************
  

  
  

• Initial Complaint

  Date:12/28/2023

  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.

  This company charged more than 500 dollars in my account asscoiated with ********************* They claim it it auto renewal but I never authrzied it and cancelled it right away long time ago. The system did not recognized and charged me.The tranaction is not auturoized. I request a refund and they refuesed.

  

  Business Response

  Date: 12/29/2023

  At TrendSpider, we value customer feedback and are committed to addressing any issues that arise.
  
  Upon reviewing the client's account, I'd like to clarify the following points:
  
  1) The client subscribed to TrendSpider on Dec 9, 2022, with an agreement for automatic renewal after 12 months.
  2) On Dec 6, 2023, we notified the client via email about the impending renewal, including the renewal date, amount, and subscription plan details.
  3) The client's subscription was duly renewed on Dec 9, 2023, as per the agreed terms.
  4) We received communication from the client on Dec 27, 2023, regarding the unauthorized transaction claim.
  5) At TrendSpider, our cancellation policy allows for cancellations either through the app or by contacting support before the renewal date. If the client can provide evidence of an attempt to cancel the subscription, we will issue a full refund. All cancellation attempts generate a confirmation email.
  
  As per our terms and conditions (****************************************************), which were agreed to during signup, all sales are final. However, we offer a grace ****** immediately post-renewal for full refunds, aligning with our commitment to customer satisfaction.
  
  As a small business providing high-quality trading tools, our refund policy is designed to balance customer needs with the significant costs involved in maintaining our data and tools.
  
  We strive for transparent communication, sending automated emails before and after billing events to ensure our customers are fully informed.
  
  We hope this clarifies our position and we are open to discussing this further. Please feel free to reach out if you have any additional questions or concerns.
  
  Sincerely,
  
  ***************************
  Customer Success Manager
  **********************