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Business Profile

Marketing Software

Semrush, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Marketing Software.

Complaints

This profile includes complaints for Semrush, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Semrush, Inc. has 6 locations, listed below.

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    Customer Complaints Summary

    • 21 total complaints in the last 3 years.
    • 11 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/26/2024

      Type:Product Issues
      Status:
      Unanswered
      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 was contacted by a lady name ****** about working to promote products for semrush company online. She showed me how to use platform but did not show many any documents about exactly how it worked. So I started doing this and on the third day I had to deposit money using bitcoin and I was not told if I did this I would not get my money back if I didnt finish a task. So when I did this on July 17 th first deposit 700 dollars then another 900 and then an item came up I had to deposit another ******* to earn my commission. The another item came up asking for 9200 hundred I didnt have the money to do that . So know they are saying I will lose all the money I sent to them. Which is almost ******* . I was not told you couldnt skip an item . The website is www. Semrush-Seo.com for the platform . The lady ****** phone number is **************. All I want is my money back. Can you please help me. The only way I can contact Them is on chat through the platform

      Customer Answer

      Date: 08/07/2024

      I have not heard from the business in response to my complaint.

    • Initial Complaint

      Date:06/11/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      My company subscribed to SEMRush and we used it occasionally for a few months. The company makes it virtually impossible to cancel your subscription. The company has a convoluted process to cancel a subscription. I've tried three times now over the last two days and our subscription is still active. This company is clearly dishonest and is perpetrating a scam.

    • Initial Complaint

      Date:06/09/2024

      Type:Product Issues
      Status:
      Unanswered
      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 April 30, 2024, I canceled a free trial with Semrush in accordance with their written policy, which allows for cancellations within 7 days if the customer is not satisfied with the service. I submitted the cancellation form on their website within the specified timeframe. Despite this, Semrush made the process difficult and subsequently refused to honor my cancellation, charging me $130. There was NOT any mention of a second/different form to be submitted in order to refund my money. It is very deceptive.

      Customer Answer

      Date: 06/20/2024

      I have not heard from the business in response to my complaint.

    • Initial Complaint

      Date:05/17/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 signed up for the 30 trial version of Semrush with a paid subscription to occur after this for a total of $1,381.20. ***** services rendered were not clearly advertised. It was 100% bait and switch and I would have never paid for a year subscription had I known about the lack of functionality. The way they market the service tier I paid for was very misleading. I found out quickly I was capped with a finite amount of times I could use certain things and I had no functionality of other features even though it was implied that I would. That is very misleading. I attempted to cancel my subscription within the 30 day trial period and was told I could not. I contacted them within seven days required but couldnt get ahold of anyone. When I finally did, they said it was past seven days and couldnt get a refund. They canceled my yearly subscription and took all paid functionality off my account. I want my money back as they misled me on what was delivered and I was suppose to be in a trial period anyway. The fact they wont refund my money and got rid of my account functionality that I paid for is beyond shady.

    • Initial Complaint

      Date:04/05/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 trying to cancel our account for months, with no reply from the company. Every email I have sent is never returned, yet they continue to charge my credit card $127 every month.

      Customer Answer

      Date: 04/19/2024

      I have not heard from the business in response to my complaint.

    • Initial Complaint

      Date:02/01/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 initiated a free trial with Semrush, under their written policy that if I don't like the service, I can cancel within 7 days of the charge. I was charged on January 6th, 2024 and then promptly cancelled via a form on their website on January 9th, 2024 - well within the 7 day window. Allow me to mention that they do not make it easy to cancel - there is no button to cancel - you have to **** for a 'cancellation form' and then cancel via this form. I submitted this form on January 9th, 2024. They have refused to honor this cancellation and proceeded to charge me $130. I sent multiple emails and called their customer service line to no avail. It is extremely predatory to A) make it difficult for customers to cancel (by not having a button, requiring you to fill out a form) and then B) not honor the terms of refund policy which allow for refunds within seven days. Shady a nd prefatory business practices, and atrocious customer service. They rely on folks getting taken advantage of and not following up - but not me.

    • Initial Complaint

      Date:12/09/2023

      Type:Billing Issues
      Status:
      Unanswered
      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.
      October 15 and November 15 Semrush charged my *********** Card. When I called to have it removed they said it would be removed. They also told me to call the number on my bill. I did that and no one ever returned the call. The card was cancelled; however, this company continues to charge my card. I looked again on December 8 and there were two consecutive charges again from this company for $499.95. I have never had any dealings with this company, yet these charges continue to be added. How is it that *********** cannot stop them from charging my card. This is down right fraud. I reached out on ******** and also the company. I would never pay $499.95x2 for SEO marketing. This needs to stop. I have now been charged $499.95, four times ($1,999.80) for something I dont have or am using.

    • Initial Complaint

      Date:09/05/2023

      Type:Product Issues
      Status:
      Unanswered
      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've been charged over 6 times in the last 4 months on two different cards of mine, I've asked SEM rush to cancel and refund my money and they simply sent me a cancellation link, I stated that I did not no how to use it and a disabled, (via email) ****** at support responded, "I'm sorry you feel that way". I need a refund as I've sent plenty of emails begging them to stop running my cards other email *********************

    • Initial Complaint

      Date:08/28/2023

      Type:Billing Issues
      Status:
      Unanswered
      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 canceled my service with Semrush on July 27, 2023, and Semrush continues to charge my credit card. I want my service canceled and my credit card refunded $164.95.

    • Initial Complaint

      Date:04/04/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 paid twice ***** for a service that is supposed to create up to 100 listings and I still have not received the service.Service email address is **************************** ******************************** *************************

    Semrush, Inc. is NOT a BBB Accredited Business.

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