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:03/21/2025

  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.

  On Monday, March 17th, 2025, I attended an on-site product research/testing event for a major, extremely well known Big Tech firm, for which uTest was the recruiter for participants. I attended the event on-time (got there early ) and completed all of my duties as assigned by the sponsoring firm. A couple of days later, I was even called by a uTest agent on whether or not I could to attend the event once more for the same remuneration on March 25th. I agreed, but asked the agent about when I was going to receive pay for the work I had completed on Monday, and she said I should receive it within three days; yesterday, March 20th, was that third day and I have yet to receive anything. To make matters worse, at the on-site testing event, a worker reminded everyone that was in my group that we were all getting paid within 48 hours and to keep check of our emails for our virtual gift cards. Well, the 48 hours had passed on Wednesday, March 19th, without a virtual gift card in sight. So now it is Friday, March 21st, passed both of the deadlines provided by differing employees, and I have yet still to be issued my virtual gift card via my email. It is extremely frustrating to hold up my end of the bargain and fulfill all of my duties as required in a timely and orderly fashion, only to have uTest not hold up their end of the bargain. Im reconsidering even attending the March 25th event, given these shenanigans. I shouldnt have to wait days and days for the money Im entitled, and considering the weekend is now upon us, Im sure I will have to wait a couple days more for the people at uTest to take their weekends off as a wait for my money, having spend my time and effort fulfilling my end of the bargain. As of this moment in time, I want to humbly request that anyone considering spending their time working on behalf of uTest at one of their events reconsiders doing so, at least until they show a more mature handling of peoples time and remuneration.

  Business Response

  Date: 03/21/2025

  We are immediately reviewing this matter and will respond as soon as possible. Thank you.

• Initial Complaint

  Date:01/31/2025

  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.

  On January 8, 2025 I did a focus group at the UTest offices in *** at the **** offices on ******************************************. I was told the meeting would be 90 minutes and I would be paid $150.00 for my ********** is January 31, 2025 and I have not been paid. I signed an agreement for this that I was to be paid the next day.Furthermore, you can not get anyone on the phone to discuss the matter. Im really frustrated

  Business Response

  Date: 01/31/2025

  Hello Ms. ******* We understand that **** ******** at our company (Applause/uTest) reached out to you today to advise you that we certainly regret any inconvenience but that in fact, we compliantly paid you the $150 via platform -and payment was issued to your account on January 9th.  we looked at your profile and the money via ****** was transferred and completed today, Jan 31. 

  Please see attached screenshot from our uTest platform showing payment made to your account.

  Please confirm that you are now in receipt of the $150? We certainly appreciate your business and want to ensure your satisfaction.

  Thank you, ******* ******

• Initial Complaint

  Date:07/08/2024

  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.

  I applied, and was eligible for a selfie test. I completed the steps and was completed on 6/4. I was told they are working on payment . However as of today i have not received a payment nor any communication regarding updates on my payment . I sent email messages to 3 employees I communicated with during the testing cycle, and have not received any responses. I am very frustrated , and unfair i have not receive my payment for my completed test.

  Business Response

  Date: 07/09/2024

  Thank you for notifying us of this payment challenge. We regret any error or delay which were inadvertent. We have double checked and payment was successfully processed today as evidenced by the attached screenshot from our payment platform. Thank you again.

  Customer Answer

  Date: 07/09/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:05/29/2024

  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.

  I have participated in a technology test for **test. A company that is under the umbrella of *************** and I have participated in this study on May 10, 2024. The testing site location was at *************************************************** at 5:00PM. I have originally went to the **Test support via. chat and I even went on by emailing them, I have gotten one response from someone who worked as a staff support that asked me what additional details I had about the test I took and I gave her the location and told her it was an Onsite testing project. I gave the person the details and I had not gotten a single response. I even tried to ask and call to see if there was a number to call but there was no direct number to call. I have participated over 3 weeks ago and was not given the incentive I was promised. I do not know what else to do and I do not like to participate in something where I am not receiving what I was promised.

  Business Response

  Date: 05/30/2024

  *****: we are very sorry you didn't get the payment we sent (we tried 7 times).

  We appreciate you completed testing with us in *** and we issued the gift card was issued on 5/13 and states delivered. However, there's a message stating 7 rewards failed to be sent.

  We checked the email (ymail.com) and according to the Tremendous platform, the gift card was successfully sent but hasn't been used. Ymail appears to be a valid email domain for Yahoo accounts but it's possible it should be gmail.com. 
  
  ***** in our ********** will call you directly and verify another means of payment if needed. Thank you, *******

   

• Initial Complaint

  Date:04/16/2024

  Type:Service or Repair 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.

  My husband and I did a testing for uTest the test was great all went well. We both arrived well before time and waited our turn to do this testing. The front desk person was so rude because we got there too early and dramatically said we needed to wait out side until 15 mins before 9. So we did that. Our issue is payment my husband and I shared a PayPal account so we list this same PayPal account as both of our payment method only thing is for some reason my husbands account the 2 numbers in his email address didnt register on his account. So I received my payment but he didnt. I contacted support after a day or so they replied and said that I needed to create my own account so I did and he also updated his email. They said he had to wait for the next payment cycle for him to get payment. We waited and it still did not go through contacted support and thats when it got sketchy. They were not really trying to help us they kept giving generic answers. So I created a ticket on both my husbands account and my account mind you there is no actual support its kinda like a Russian roulette on when they respond. They keep telling me the payment will be posted but its not confirming the email and the account mixup was fixed on their end and if it is actually going to be posted nor are they saying when it will actually happen. The testing team was great but the payment team ***** a** and are completely clueless I dont know how they got their jobs or if its just a scam based on my experience smh their customer service is s*** also theres no actual people to talk to to get payment issues resolved in a timely manner this is 2024 I feel like we are in 1992 using a cup on the string to communicate and this shot just dont work.

  Business Response

  Date: 04/17/2024

   

  The issue is now resolved - it stems as a result of the tester entering the incorrect email address when linking PayPal to his uTest account.  
  Payments had been issued to the tester's account within 24 hours from the date of their test, but the wrong email had been provided when linking his payment account.  
  He was aware of the issue and the necessary steps required to correct.  His ticket (CS0035908) was accepted and he got a response the same day.  
  his wife followed up with another ticket the same day he was told that there was no further action required and was given a full explanation of the issue (CS0036154).
  She didn't see the payment process first thing in the morning on the 4/15 payday submitted her complaint.
  He said in a ticket response that he was aware that he provided the wrong PayPal information and he then corrected it.
  He was then told that if he corrected his entry, no further action was required.  
  The tester did not actually update his PayPal information on 4/2/24 as mentioned below, but he did update it last night at 4/15/24 @ 9:07pm PST.  
  Fortunately, the payment reattempted again today and was transferred to his account. We have resolved the disputed matter and have successfully paid the tester the requested amount of $165. Thank you.

  Customer Answer

  Date: 04/18/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **** Bebe

• Initial Complaint

  Date:03/07/2024

  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.

  To Whom It May ******* at the Better Business Bureau,I am writing to you today to express my concerns regarding an ongoing issue with uTest, a platform I have been engaged with as an independent contractor. My experience has unfortunately devolved into a situation where I feel compelled to seek your assistance for resolution.Several weeks ago, uTest flagged my account for what they described as suspicious activity related to identity or location masking. They alleged that I was using a VPN/proxy to falsify my location, which is against their guidelines. I received a notification that my account was temporarily suspended, and was given instructions to either correct my profile information or provide proof of my location and identity to lift the suspension.In response, I took immediate action to comply with their request, believing there had been a misunderstanding. I provided the necessary documentation to verify my location and identity, hoping for a swift resolution. Despite my efforts, uTest continued to claim that I was accessing their platform via VPN connections, a situation I found perplexing and unjustified.The situation escalated when uTest informed me that they would terminate my account due to alleged violations of their guidelines and cancel any pending payments. This decision was made despite my repeated attempts to clarify the situation and to provide any additional information they required.I am reaching out to the Better Business Bureau in the hope of finding a resolution to this matter. I believe that a third-party review of my case will illuminate the discrepancies in uTest's handling of the situation and help facilitate a fair outcome.Thank you for taking the time to consider my situation. I am available to provide any additional information or documentation that *** be required to assist in your review.

  Business Response

  Date: 03/13/2024

  Please be advised that as the General Counsel of Applause I have rendered an investigation into this matter and have determined that we properly flagged this account of complainant for falsifying his location, and violating uTests terms and conditions in doing so, and by acting in a completely unprofessional manner. We will not pay the amounts demanded and remain firm that as a crowd testing community, we have rules and requirements that must be upheld.

  Customer Answer

  Date: 03/13/2024

  If I was rude, I apologize. But no, I did not falsify my location. Saying it over and over again will not make it true.
  

  And yes, since you did use the content I delivered to you, and the company that hired you to hire me paid you, then I do need to be paid.
  

  Again, I apologize if I spoke to you rudely, but anyone who worked only to be denied their pay is expected to lash out at least a bit.

  I'm not begging for money; I'm simply asking for my pay.

  Thank you.
  

• Initial Complaint

  Date:03/01/2024

  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.

  I was contacted to do a gig through UTest. The gig was done on December 29th, 2023 and I was supposed to get paid $75 through PayPal on December 31, 2023. As of today, I have not received the money. On January 16th, 2024 I filed a case with the UTest support (case #CS0031631). A UTest representative *************************** requested additional information which was provided promptly. I did not receive any replies from the representative and all my attempts to communicate were ignored. On February 22, 2024 I created another case about the same non-payment issue (case# CS0033740). A representative *************************** requested information, again, which was provided. And again, I did not receive any replies. I asked for help with this issue. UTest representative *************************** requested more information. Which was provided. Again, I did not get any replies. I asked for help again and on February 27th, 2024 I received a one sentence reply from ***************************: "We are handling multiple request at a time, it would be great if you can give us some time to get back to you". I did not hear from any representative since. Today is March 1, 2024. It has been over 2 months since I was supposed to get paid. It has been a month a half since I have brought this issue up with UTest. I have provided all the information they requested only to be ignored and to receive a passive-aggressive note. I am asking for BBB to help me resolve this non payment issue because the UTest representatives are acting in a rude and non professional manner. They have failed to address the issue and show no respect or willingness to help.

  Business Response

  Date: 03/02/2024

  Ms. Startseva- We regret to receive your complaint and the circumstances you describe. I am immediately directing the team to pay you the money for the testing you did. We again regret any inconvenience.

  Regards, Applause

• Initial Complaint

  Date:10/28/2023

  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 was invited to do a short task on 10/9/2023. Upon arrival, I have my service dog with me. I had asked their permission and I was allowed. I worked there for 2.5 hours but they complained that the task was not complete due to the dog. The accurate amount should be $115. However they said its only $75. Therefore Im filing this complaint for resolution.

  Business Response

  Date: 12/20/2023

   I responded to this Complaint and paid ***************************