Complaints

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

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  Billshark

  35 Parkwood Dr Ste 110 Hopkinton, MA 01748-1727

  
• 

  Billshark

  PO Box 92 Hopkinton, MA 01748-0092

  

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:01/15/2023

  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.

  I clicked on a button for Billshark on the personal finance app Mint. The description said Billshark would negotiate a bill and if it was able to obtain a reduced rate, with 40% of the savings going to Billshark. I decided to use it for my internet service provider. Several days later, I received an email from Billshark saying it was working on the negotiation. Several days after that, I received another email saying Billshark had saved me $600 on a two year contract with my internet service provider. At no point did Billshark tell me what it had negotiated or give me an opportunity to approve or decline the outcome of the negotiation. Had it done so, I would have rejected it, among other reasons because it was for a term longer than I will be a customer for. I repeatedly contacted ****************** by email and phone over the following two weeks, telling Billshark that I did not accept its negotiation. Nevertheless, Billshark charged my credit card and refused to refund it. Not only did Billshark negotiate and accept a completely irrelevant contract without my authorization, its description of its service strongly implies that its fee consists of 40% of the savings on regular (i.e., monthly) bills, but Billshark instead bills all of its supposed "savings" as an up-front cost. Billshark's advertising and customer interface are highly deceptive and its business practices appear designed to prey on consumers. I have attached copies of my correspondence with Billshark, as well as a copy of Billshark and Mint's interface.

  

  Business Response

  Date: 01/18/2023

  This customer signed up for our services on 12/23/22, and submitted their Charter Spectrum bill for our negotiation services, agreeing to our services and fees at that time.  By signing up, they do agree for us to apply savings to their account, without reaching out for additional permissions.  The discount applied in this case is not a contract, simply a promotional discount which lasts for 2 years.  Our representative left this customer a voicemail with a detailed breakdown of their savings as well as an email outlining the savings, which the customer received and opened on 12/28/22,  this customer also received a detailed invoice.  
  
  Billshark does invoice for the savings directly following our negotiations.  Within this invoice, there are self-serve options to set up a payment plan, which this customer did not take advantage of.   In the event that this customer does close out their services, we would be happy to re-evaluate their invoice, at that time.  
  
  

  Customer Answer

  Date: 01/19/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Customer Answer

  Date: 01/19/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Billshark notes that it informed me of the "savings" it had gotten me, in an email and a voicemail. Never in those messages did it mention its fee or provide me an opportunity to accept the contract it had negotiated. Billshark's advertising and interface are deceptive, implying that it is a negotiation service that will take a cut of savings on a regular bill, when it fact it charges unwary customers up front for supposed future savings on contracts they have no opportunity to assess. Billshark's record on the Better Business Bureau and other sites show that many people have fallen for this company's false advertising, and I hope my experience will warn others. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 01/24/2023

  This customer agreed to our services and fees at the time of enrollment, and provided a card to charge for our services.  Customers are required to check a box marked Accept before they are able to finalize their negotiation request, noting that they understood and accepted our terms of service.  This authorized us to apply savings to their account, without additional permissions. It is important to note that the savings we applied to this customers account, is not a contract therefore we didnt need additional permission from the customer, past the initial enrollment permission. Billshark does guarantee our savings, if the customer does not see the promised savings, we would either honor those savings, or update the invoice in question. 
  
  

  Customer Answer

  Date: 01/24/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Billshark's business is deceptive and predatory. I should have done my research: the internet is full of people calling Billshark a scam. I hope my experience can serve to warn others. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:01/03/2023

  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.

  $606.98 09/08/22 I never approved for these services and they are unable to provide me with any proof of said request. I have repeatedly contacted their office in ************* to no avail. Their representative, apparently only one or two of them, continue play games have uploaded text messages with their bill, shark folks in *****, or wherever where I literally tell him no to the services. Additionally, I contacted that number the 508 area code spoke to your manager, and he assured that, they would not pursue the services with my alarm company, the former **************** and cell phone company. ******** said she would process the refund to date I have not received the refund.

  

  Business Response

  Date: 01/04/2023

  This customer signed up for our services on 9/05/22, with their ADT, ******* Wireless, and ******* accounts.  By signing up for our services, they did agree to our services and the associated fees.  This does include allowing our Sharks to attack their bill for savings.  We do not reach out for additional permissions, and apply those savings at the time of the original call to ensure we are saving our customers as much as possible.  We did not receive a request to cancel from this customer until after the savings were applied to his accounts.  
  
  This customer did reach out to us directly, and we were working with them in order to resolve their concerns, and validate their invoice.  In order to respect this customer's desire that we no longer call into Providers on their behalf, we would need billing images which our Agent did explain to this customer.  After a follow up email, and call with our agent, on Oct 20, 2022.  We did not hear from this customer again until they filed a report with the BBB.  Unfortunately, per the terms this customer agreed to upon enrollment, this customer must provide documentation, or allow us to contact their provider, to validate our invoice before any adjustments can be made.  
  
  

• Initial Complaint

  Date:12/01/2022

  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.

  Billshark claims to have negotiated a bill on my behalf. I never approved for these services and they are unable to provide me with any proof of said request. They are claiming to have called on my behalf to lower my bill and when confronted they stated incorrect information of their so called negotiation. I provided them with proof of my bills showing that they have the incorrect data in hopes to get a full refund and instead they used that to state that it was them that did the negotiation when in fact I was the one to contact the internet provider to lower my bill. I would not approve a company to do such thing, why would I pay someone the difference of my bill when I can do it myself. This makes no sense. I am still waiting on proof of this and they are not able to provide anything showing that they did anything on m account.

  

  Business Response

  Date: 12/10/2022

  This customer signed up for our services originally on 11/02/21 and agreed to our negotiation services at that time.  This includes opting into our ongoing monitoring services.  On 6/08/22, this customers bill was repopulated in our systems, in order to ensure they stayed at the very best price.   Our Quality team was in the process of working with this customer to confirm what occurred during their negotiations, when they filed a report with the BBB.  We were able to confirm the correct discounts applied by our representative, and have processed a refund for the overpayment.  

• Initial Complaint

  Date:11/21/2022

  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.

  Arbitrarily negotiated savings for 12 months of service, rather than asking a term. I requested to reduce their one time fee, as I wanted to switch the term to 6 months (I never had the choice prior) and have contacted them about it. They continue to state I will be charged for 12 months on a deadline of November 22nd 2022. This seems to be a site that promises savings without letting you choose the length of a term, along with attempting to force payment very quickly or stick them with a unjustified bill. Ideally I would like to get the bill halved before I am charged, but it seems unlikely so I will be requesting a refund for the excess charge.

  

  Business Response

  Date: 11/22/2022

  This customer signed up for our services on 11/02/22, and submitted their Optimum bill, agreeing to our services and fees at that time.  By signing up, they do agree for us to attack their bill for savings.  Billshark always seeks to save their customers for as long as possible.  However, we always base our fee on the first two years of savings.  This customer was offered the opportunity to let us know they would only use the service for 6 months, prior to our negotiations, by putting this in the Special Instructions during enrollment.  

  
  Per our savings guarantee, in the event that this customer closes their account, before the full promotional period that we negotiated, we would be happy to re-review their account and adjust their invoice accordingly.  While our systems do charge the card provided by the customer on the due date, we did push out this customer's invoice by 8 days in order to accommodate, and give them time to make payment arrangements.  The invoice email provided offers payment plan options, which are self-serve.  While we did inform this customer of this option, they did not take advantage of this offer, and were then charged on the due date.  
  
  

• Initial Complaint

  Date:10/31/2022

  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.

  Engaged to provide bill negotiation services with DirecttV. Billsharks claimed they negotiated a discount, but DirectTv has no record of any discount or discount request. They also charged me $288 for a service they did not complete and cannot prove they completed task. When calling customer service they were very rude and told me I had to contact ********** When I contacted DirectTV, they had no record of any contact from Billshark nor discount on my ********* account. Requesting complete refund

  

  Business Response

  Date: 11/02/2022

  This customer signed up for our services on 8/12/22 and submitted their DirecTV bill.  Our Quality team did review their account at the time we negotiated during our normal QA process, and confirm that the savings were applied.  It is important to note that Billshark accesses the account on behalf of the customer,  so it is normal that they would not have a record of Billshark.  
  
  On 9/12/22 the customer did reach out to our support team claiming that the savings we promised were not yet reflected on the account. Per our guarantee we escalated the issue to our QA team and they confirmed for a 2nd time that the promised savings are in fact on the account. 
  
  The customer is claiming that the savings we applied on the account are not there and we informed the customer that the proof is on the billing statements as the DirecTV rep advised our QA team.
  
  If the customer is still not seeing the promised savings we would request that the customer submit PDF copies of the statements to review further and would be willing to adjust the invoice if applicable. However, at this time, the customers transaction is in dispute.  This does mean we are not able to process any refunds until their financial institution has completed their review, and ruled on the dispute.  
  
  

• Initial Complaint

  Date:10/27/2022

  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.

  This company practices illegal business by having me sign up with card info from another company (Mint). They asked if I wanted to save money by letting them check on money savings of my bills. They are chaining my digital yes was a yes to charge my card $228. This is not ok. I never said they could charge my card $228. Attached are emails where I clearly asked to cancel and not charge me for their services

  

  Business Response

  Date: 10/28/2022

  This customer signed up for our services on 9/18/22, and submitted multiple bills for our negotiation services.  By submitting these bills, this customer did agree to our services and fees, and would have had to click through multiple screens outlining these during enrollment, as well as manually input their card information.  I have included an example image of this enrollment process.  They did reach out on 9/21/22, to cancel our services, unfortunately, at that time we had already completed negotiations on their ADT and ******* Wireless accounts.  Once a negotiation is completed we are not able to cancel the service as the work has already been done.  We were able to cancel the customer's Dish negotiation, and our Customer Success representative did advise this customer of this, at that time. 

  Customer Answer

  Date: 10/31/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  

  Based on the fact that I included email to where I specifically asked them not to charge me or do the work after they said how much it was. I also have proof on text 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Clinton

   

   

  

  Business Response

  Date: 11/02/2022

  This customers negotiations were completed on 9/20/22 at 2:16 PM EST, and 9/21/22 9:12 AM.  They did reach out on 9/21/22, at 9:28 AM to request to cancel our services.  At that time, our representative informed the customer that they could not cancel the work that was already completed, however, we did cancel the request to negotiate their Dish bill, as it had not been completed at that time.  Section 7A of the terms this customer agreed to upon enrollment state, You may cancel a request for Services by contacting us prior to commencement of the Services. We strive to begin negotiations promptly upon receipt of your request for Services, so if you wish to cancel please do so within 24 hours of submitting your request for Services.  This customer submitted their Dish and  ADT requests on 9/18/22 at 4:46 PM, and submitted the request for their ******* Wireless account on 9/20/22 at 2:08 PM.  
  
  Once the work has been done to save the customer money, we are not able to cancel out those savings.  Unfortunately, this customer did not request to cancel our services till after they were already performed.  
  
  

  Customer Answer

  Date: 11/03/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  I have attached invoice they sent via email. As per FTC law, you send someone an invoice after the work and they agree by paying. My card was charged without my agreement. My card information was not directly given to Billshark, it was given to Mint (Intuit). They took it from this website under a shady deal and are claiming that by clicking in the I agree fine print that I agreed for them to charge me 20% of savings they worked in. Once their employee ****** texted me and said how much she could save that is when I agreed. I did not however agree to the $228 charge. I asked via email (provided) and text that I thought it was too much to save me that much money and cancel and do not move forward. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Clinton

   

   

• Initial Complaint

  Date:10/24/2022

  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.

  Oct 13th. I agreed for billshark to negotiate a spectrum cable bill.They negotiate and said they saved me money for 24months of the billing cycles.The last 12 months of the "negotiation" is in fact higher than industry average. They are working with spectrum cable company to keep my bill high.I did not agreed to negotiate 24 months billing cycles. All the billing usually only ************************************* to pay for all the "saving" upfront.

  

  Business Response

  Date: 10/26/2022

  When this customer signed up for our services, they agreed to our negotiation services and the associated fees.  Per the terms this customer agreed to upon enrollment, we do seek to save our customers for as long as possible, and base our fee on the first 24 months of savings.  This is provided to our customers upon enrollment, and shown below.  For the services this customer has, this was the best price available at the time of our negotiations.  
  

   

  This customer received a detailed invoice, with options to set up a payment plan, which this customer did not take advantage of.  Unfortunately, we are not able to adjust this invoice, as the savings have already been applied to the account.  
  

  
  

  Customer Answer

  Date: 10/27/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  

  Per ********** contract law, please provide the following screenshots to prove:

  1. Of my accepting the terms and condition agreement.
  

  2. Where was the reading part,
  

  3. the signage,
  

  4. the agreement of the length of services negotiation.

  
  

  By your company's logic, you can put in 30 years, and then you can charge whatever "discount" you and cable companies "negotiated" with. That's very much unenforceable.

  Common sense is 12 months service period.
  

  
  

  FAQ
  
  Regards,

  Chiudik

   

   

  

  Business Response

  Date: 11/02/2022

  As BILLSHARK is an internet based company, by submitting a bill you are electronically agreeing to the terms of service.  Electronic signatures, such as this are binding per the ***** Act of 2000.  Customers must click through multiple screens outlining our services, and fees, with links to our terms of service.  While we do seek to save our customers for as long as possible, ****** those savings at 24 months for the purposes of our fees.

   

  In the event that the savings fall off prematurely, or do not correctly apply, all the customer needs to do is reach out, and we would be happy to review the account and make any necessary adjustments or refunds, at that time. 
  

  
  

  Customer Answer

  Date: 11/03/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  I have already spoken with spectrum and have closed the account as of yesterday. 
  spectrum cancellation order number: 1000119751654043

  
  

  Please adjust the amount accordingly then. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Chiudik

   

   

• Initial Complaint

  Date:10/18/2022

  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.

  Billshark stated that they would negotiate my bill and lower it. They actually caused the bill to go up and charged me $96. Before the transaction happened I requested that they stop the process and I did not want their services. They ignored my request and sent me to a manager and still completed the transaction. Not only did they not provide the service that they said they would they actually cause my bill to increase. after emailing back-and-forth with the manager, they continue to tell me that I just need to keep waiting for my bill to go down. I have spoken with **** myself and they stated to me that my bill will not go down and have told me my bill is actually going up by $10. I want my money back from Billshark.

  

  Business Response

  Date: 10/20/2022

  This customer signed up for our services on 9/21/22, and agreed to our services and fees at that time.  Their negotiation was completed on 9/27/22, and the customer did not reach out to us to request to cancel till 10/04/22.  At that point, we were not able to cancel as the work had already been done, which our **************** representative advised the customer of, at that time.  Our QA team did follow up with AT&T in regards to this discrepancy, and confirmed that the $10 discount is on the account.  However, it does seem that we may be getting conflicting information from AT&T.  If the customer would be willing to send in a PDF of their August billing statements, we would be happy to re-review them and update accordingly.  
  
  It is important to note, that the statement the customer provided in this complaint is dated Sept 25th for services Sept 26-Oct 25th as AT&T bills one month in advance for services. Our negotiation was completed on Sept 27th which is 2 days after this statement was printed. As you can see in the provided statement the customer was at the $80 rating for the internet services, and $10 for their equipment. With all that being said, we are still willing to review the account and see if the customer had an existing promotion that had expired and re-review to ensure our discount that we negotiated on Sept 27th is still active on the account. 
  
  
  

• Initial Complaint

  Date:10/15/2022

  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.

  Date of transaction was 10/7/22 As best I can remember, I had signed on to a money saving budgeting app, and as a thank you for doing business they sent me a notification that I can use billshark to save money on some bills. I sign on and gave them our cable bill info to see what they could do to help, then received a text from * who said hed like to help with that and he gave a breakdown of what the cable company would now charge us monthly. I have all the texts from him and at no time whatsoever did he ever mention how much his negotiations would cost me. They sent me a bill for several hundred dollars but I was going to call them to set up a payment plan and today I see they have somehow gained access to electronically deduct the full amount from my bank account. I didnt authorize this!

  

  Business Response

  Date: 10/18/2022

  This customer signed up for our services on 10/03/22, and agreed to our negotiation services and the associated fees at that time.  When they signed up for our services, they authorized us to attack their bill for savings, and provided the card to use for our invoice.  Our fee is automatically charged on the due date to the card that was provided at the time of enrollment. It is important to note that the customer did receive a detailed invoice with an option to set up a manual payment plan themselves, if the customer neglects to use this option the card is charged in full, which is what happened in this customer's case.
  
  
  The agent that the customer spoke to did not mention these fees because the customer already agreed to our services during enrollment.  At this time, this is a valid invoice, for a service the customer requested, and was charged to the card the customer provided.  

  Customer Answer

  Date: 10/19/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

• Initial Complaint

  Date:09/29/2022

  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 authorized billshark to lower my ******** payments. They stated they would lower the payments by 15%, which I authorized. I got a bill yesterday for $202 from billshark. They stated that they will save me $20/month over the next 24 months. My concern is that billshark wants payment up front for savings that have not occurred yet, and will only occur over the next 24 months. I am willing to pay for the 40% of the savings that they attained. The savings have not been attained if the bill reductions are not yet in effect, however. If they save me $20 this month, I should pay them $8 this month. The practices of asking for the sum total of the money saved up front are predatory and dishonest. The money has not yet been saved if the bills have not yet occurred.

  

  Business Response

  Date: 10/03/2022

  
  This customer signed up for our services, and agreed to our terms of service, and fees at that time.  By enrolling in our services, they do authorize our Sharks to attack their bill for savings, which includes saving our customers for as long as possible.  In this customers case, their savings will last the lifetime of their account, however we base our fee on the first 24 months of savings.  This created a yearly savings of $252.50.  
  

  Billshark does collect its fee upfront, however we do offer payment plan options which are provided in the invoice email that the customer received.  This would help mitigate the upfront cost for our services.  Per our savings guarantee, if the customers discounts do not reflect correctly, we can evaluate their account and adjust their invoice accordingly at that time.  We have pushed out this customers invoice till 10/28/22, in order to give them time to see the discounts applied to their account before receiving another payment reminder.  
  

  
  

  Customer Answer

  Date: 10/03/2022

  [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,
  
  ***************************