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:02/10/2025

  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 have, no fewer than 3 times, requested to not receive automated emails from this company. They have no mechanism to adjust communication preferences within the spam emails or on their website. I allowed the 10 business days per the CAN SPAM Act but have since received more spam emails. My first request was sent 1/22/2025 to ********************************** Again, on 1/28/2025 and once more this morning, 2/10/2025. I have filed 2 *** complaints, 2/5 and 2/10/2025. Since 2/4/2025 I have received 71 repeat messages from ****************** Starting 2/7/2025 at 12:07 PM, I have received one message an hour. All of these messages are exactly the same. At this point, this has become harassment.

  Business Response

  Date: 02/11/2025

  ****,

  
  

  This morning, I was notified that you have an issue with automated system emails being delivered to your email address. I have also seen the BBB complaint and am unsure why your initial complaint was not passed along to someone who can address your concern. That said, I will address your concern.

  
  

  You are listed as the primary contact for ***************************** and are the only user on this account. While there was an unknown bug that caused repeated emails to be delivered every hour beginning Friday afternoon, all automated emails should be relevant communications about your account. These communications, most of which can only be controlled by the end-user, are all related to your client connections or their requirements. They are automatically enabled as part of our service, and expected by ***************, Sunoco LP, ************ and ************* who you are currently connected with.

  
  

  We have a couple of options:

  Change the email on the account - I can change it to any email of your choosing, or replace it with an internal email, so that the emails are instead delivered to us and do not bother you

  You can customize your own preferences by logging into your account and clicking Notification Settings in the left-hand navigation panel, and toggling off the emails you no longer wish to receive

  You can set up a mailbox rule that automatically skips your inbox, but saves the emails in a subfolder, so that you can access them when you need them.

  I am happy to facilitate your desired preference. If you choose option 1, this will include all emails including password resets, connection requests, and any direct communication from the above-named clients, meaning you will have to call our support team to assist if you ever get locked out of your account, forget your password, etc. I will also need to leave a note on your account for your connected clients to see, so that they are not trying to contact you with a known bad email address.

  
  

  Please let me know your preference at your earliest convenience.

  -----------------------------------------------------------

  
  

  Once we get clear of this, I'd also like to discuss the process of becoming accredited with the BBB. I'm just a software guy, so its a bit outside of my wheelhouse, but if our customers are going to use ********************, then we probably should too.

  
  

  Kind Regards,

  **** (****) ****** VP of Technical Product ************//mobile

  Customer Answer

  Date: 02/11/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  **** **********