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:11/14/2024

  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.

  11/13/2024 I have a contract with bloomerang for almost 10 years. I paid them for the coming up year contract and asked them to shut it down after 1 week to give me time to take out my donor info. They ignored that email and just shut down the account without any notice harming my fundraising campaign that we are in the middle of. They then made it impossible to reach them or explain what happened and just sent emails ignoring the fact that we had explicitely told them that we needed it open for another week and we had paid for it. There is no one to talk to and all the customer service **** just say that they are escalating the case bec its above their control and no one is getting back to us. It is unethical and causing our fundraising a big loss of money which they are directly responsible for. I would like them to pay for the loss that we have incurred bec of them shutting down our account without permission and we need the account opened asap. This company has layers of people that are very hard to get in touch with and the ones they allow you to talk to can't help anything.

  

  Business Response

  Date: 11/20/2024

  Dear Mr. ******************** you for sharing the experience outlined in your letter. The experience you outlined is not the service and support we strive to deliver regardless of the subscription status. 
  

  According to our records, we have been actively communicating with you via email and phone to solve the outstanding issues and questions you have shared with Bloomerang. 
  * 9/9/24, Bloomerang sent the renewal reminder to **************************.
  * 11/9/24, per the renewal policy, Bloomerang sent a renewal confirmation. We received your response with a wish to cancel the contract and move to monthly subscription. 
  * On 11/11/24, a member of our renewals team outlined that we dont offer month-to-month subscriptions and our cancellation policy requires a 45-day notice. 
  * November *****, 2024, there were 3 calls between you and Bloomerang support representatives where you expressed your wish to cancel the subscription.
  * On 11/14/24, we waived the 45-day cancellation notice for you, sent an email confirmation for the cancellation, and confirmed a full refund was issued on 11/13/24. Additionally, we explained that our support team will work with you to export your data.
  * On 11/15/24, we emailed a full export of your database. We received your response asking to format the data export differently than the standard database export. 
  * From November *****, 2024, the Bloomerang team has been actively working with you to find a solution to create a custom data export to organize the data in the ways youve requested. In this time, you also shared you wish to renew the subscription.
  * On 11/19/24 one of our Account Managers spoke with you to review pricing and options to renew the subscription. As a follow up, they sent you a contract for signature which you reviewed, but have not yet signed.
  * Finally, our head of Customer Support emailed you on November 19, 2024 to set up a call, and youve agreed to meet on November 20, 2024 at 12:30pm CT.  
  

  Regardless of your decision to renew or cancel the subscription, our goal is to reach a satisfactory resolution with you. 
  

  Thank you, 
  **** Baylis 
  Chief Customer Officer
  

  
  

  Customer Answer

  Date: 12/01/2024

  hi, I just want to make sure that my personal information such as the email that they put in their reply will not be shown to anyone.  I would also not want my name to be shown.

  Please confirm.

  Thank you

• Initial Complaint

  Date:05/31/2024

  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 contracted the company to assist with a member ship software, I needed for a very large food pantry I operate.I set up an account for payment, and after the payment processed I found there was lack of any customer support and there were no returned phone calls and no response to my email inquiries or request to stop billing until I receive the services. I have sent out yet another email today, and have contacted my bank to stop any payments going to that company and issue a refund. I am willing to do business with the company however they have very poor track record and simply Assist me and getting access to the account so I am no membership entered, and in fact have greatly delayed my program. This has been going on three months. The final straw was when they charged my account again yet they have not answered any of my inquiries.

  

  Business Response

  Date: 06/05/2024

  Dear **********: 
  Thank you for reaching out regarding the difficulty youve experienced activating your Bloomerang donor management account. 
  Upon further review of your account and the communications between you and Bloomerang, we can confirm that several members of our customer support team have been in communication with you and have tried several times to get in contact with you to schedule meetings to help you get up and running with Donor Management.

  * Representatives from our implementation team had email exchanges with you on April 29, 2024 and April 30, 2024 to get you started. 
  * On May 1, 2024, you contacted support via email and we responded to your email within 3 hours of the email with the case number 00126895.  
  * A representative from our implementations team emailed you on May 6, 2024 and again on May 13, 2024, and did not receive a reply from you. The emails were sent to: ******************
  * You placed a phone call with support on May 31, 2024 and spoke to an agent. In addition, one of our support agents then attempted to call you three times and left two voicemails on May 31, 2024. The messages were left at the following number: ************
  
  We understand that you would like support to help you get started and were happy to do so. We will need to schedule a meeting with you to walk you through the setup and activation. You are welcome to directly connect with ***********************, Customer Success Manager at ********************* to set up a time to meet and walk you through your set up process. If that is not a satisfactory response, we will engage with our billing team and will need to discuss with you an appropriate resolution.
  
  Thank you, 
  *********************
  Chief Marketing Officer
  Bloomerang
  

  
  

• Initial Complaint

  Date:03/08/2024

  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.

  Bloomerang is a people powered platform for nonprofit fund raising. I am an individual I do not raise funds. They charged my AMX $36.54 I donate to multiple charities with my AMX but do not raise funds.

  

  Business Response

  Date: 03/26/2024

  Hi ******, you contacted Bloomerang support on February 5, 2024 and they responded that the charge is a donation you made to a nonprofit - Meals on ***************** of ******** ********. It appears this is set up as a recurring charge, so please contact Meals on ***************** of ******** Illinois to get a refund or cancel your recurring donation.
  
  This was the response our Support team provided you on February 5, 2024: 
  Hi ******, I hope your day is going well! Doing some research, it appears that this charge is tied to a Organization that you donate to called: Meals on ***************** of ******** Illinois Looks like this is a recurring charge that takes place. If you are wanting this to end, I would recommend reaching out to this org directly! They can be reached at - ************. 

  For background, Bloomerang is a provider of software solutions to nonprofits that help them manage donors and process donations. Often times, nonprofits use our software to process donations and that's why you see the Bloomerang name as part of the transaction details in your credit card statement. Any refunds need to be handled directly with the nonprofit as they have full control of the donations they receive from donors like you. 
  
  Please let us know if there's any other information you need to contact Meals on ***************** of ******** Illinois to get your refund. 

  Thank you, 

  *******************;

  

  Business Response

  Date: 03/26/2024

  Hello - please note that ******************** is no longer employed at Bloomerang, so please update contact info accordingly. 
  
  The best option is to use *********************************** as multiple stakeholders handle this inbox and messages can be seen in a timely manner. If not, please use my contact information

  ************************************************ 
  Chief Marketing Officer. 

  Also, this complaint - received a response from our support team on February 5, 2024. The refund has to be taken up with the nonprofit that the customer donated to. Here's my response to the consumer via your portal:

  ***
  Hi ******, you contacted Bloomerang support on February 5, 2024 and they responded that the charge is a donation you made to a nonprofit - Meals on ***************** of Northern Illinois. It appears this is set up as a recurring charge, so please contact Meals on ***************** of Northern Illinois to get a refund or cancel your recurring donation.
  
  This was the response our Support team provided you on February 5, 2024:
  Hi ******, I hope your day is going well! Doing some research, it appears that this charge is tied to a Organization that you donate to called: Meals on ***************** of Northern Illinois Looks like this is a recurring charge that takes place. If you are wanting this to end, I would recommend reaching out to this org directly! They can be reached at - ************. 
  For background, Bloomerang is a provider of software solutions to nonprofits that help them manage donors and process donations. Often times, nonprofits use our software to process donations and that's why you see the Bloomerang name as part of the transaction details in your credit card statement. Any refunds need to be handled directly with the nonprofit as they have full control of the donations they receive from donors like you.
  
  Please let us know if there's any other information you need to contact Meals on ***************** of Northern Illinois to get your refund. 
  Thank you, 
  *******************;