Complaints

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

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  TripAdvisor, LLC

  400 1st Ave Needham, MA 02494-2815

• 

  TripAdvisor, LLC

  226 Causeway St Boston, MA 02114-2171

• 

  TripAdvisor, LLC

  400 1st Ave Needham, MA 02494

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:09/01/2023

  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.

  HELLO THIS IS A VERY SERIOUS URGENT REQUEST. THIS ***** ON THIS LINK IS POSTING FAKE 5 STAR REIVEWS FOR THEMSELVES. IF YOU LOOK REAL CLOSE YOU WILL SEE THE SAME PICTURES ARE BEING USED OVER AND OVER AND OVER FOR ALL THERE RECENT 5 STAR REVIEWS THE NAME OF THE ***** DOING THIS IS: **************************************** ************************************************************************************************************************************************************************ BELOW ARE JUST SOME OF THE FAKE 5 STAR REVIEWS THE ***** IS WRITING FROM THEMSELF, IF YOU LOOK REAL CLOSE ALL THE PICTURES ARE EXACTLY THE SAME IN THESE REVIEWS...HERE ARE JUST A FEW OF THEM BELOW, HOWEVER IT APPEARS THERE ARE OVER 400 FAKE 5 STAR REIVEWS ON THERE TRIPADVISOR PAGE. I STAYED AT THIS ***** AND REALIZED IT WAS NOT ANYTHING LIKE THE PICTURES ONLINE AND I BECAME SUSPICIOUS AND REALZIED THAT ALL THERE REVIEWS ARE FAKE 5 STAR REVIEWS USING THE SAME PHOTOS OVER AND OVER, SEE BELOW:********************************************************** ********************************************************** ************************************************************ ************************************************************ ******************************************************** ******************************************************

  

  Business Response

  Date: 09/05/2023

  Hello *****,

  Thank you for making us aware of this matter - we will take a look at what you've reported and make any necessary changes to the site should we find any indication that content was submitted in violation of our guidelines.

  Kind regards,

  Tripadvisor Customer Relations Team

  Customer Answer

  Date: 09/06/2023

  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.]Per your email below I want to include pictures and proof of this hotel posting FAKE 5 star reviews for themselves. If you look at the following few reviews you will see the SAME picture of a lady sitting on the balcony is being used in ALL these same reviews. I have found over 400 fake reviews like this on there profile. Picture attached, please look at all the reviews and you will see this same picture is being used in many reviews of the same lady
  
  **********************************************************
  
  **********************************************************
  
  ********************************************************
  
  ************************************************************
  
  ************************************************************
  
  ******************************************************
  
  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: 09/06/2023

  Hello *************************** stated before, we appreciate your feedback on the listing reviews in question. Please note that your comments were escalated accordingly to a department who are investigating further and will take necessary action. If there is anything further you need assistance with, please feel free to contact our Customer Support team. 
  

  Kind regards,

  Tripadvisor Customer Relations Department

• Initial Complaint

  Date:08/29/2023

  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.

  Trip Advisor declined an accommodation and turned down the associated review for the site.

  

  Business Response

  Date: 09/05/2023

  Hello *******,

  Tripadvisor has a strict set that reviews must adhere to in order to be displayed on our site. Those guidelines can be found here: ******************************************************************************************* this situation, the reviews in question did not meet our guidelines and were not published as a result.

  Thank you for understanding.

  Kind regards,

  Tripadvisor Customer Relations

• Initial Complaint

  Date:08/22/2023

  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.

  Received this today: Hello foodmanJackson_**, Thanks for contacting Tripadvisor. It is Tripadvisors final decision to permanently disable your access. Please be assured that we approach these decisions with only fairness and the best interests of our traveler community in mind.I have no idea why they said I was permanently suspended. I have over ******* followers and put on hundreds of reviews on various trips and restaurants. Email sent by *******. I would like to be reinstated on TripAdvisor so I can help people with their vacations and eateries. I always follow the tripadvisor content policies. I would like the following as a solution:would like the following as a solution:1) would like to be reinstated on TripAdvisor so I can help people with their vacations and eateries. 2) have upper management reviews my reviews to see I always follow TripAdvisor content policies. Also like main headquarters to help me with this matter.Thank you.

  

  Business Response

  Date: 08/23/2023

  Hello ********,
  
  Thank you for bringing this to Tripadvisors BBB page.Please know that we have taken a look at your inquiry and have asked our Moderation Team to further investigate the issue you reported with your account access being removed. Someone will contact you today with more details about your account access.
  
  Kind Regards,
  Tripadvisor Customer Relations Team

• Initial Complaint

  Date:08/17/2023

  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 am reaching out to you as TripAdvisor appear to be notorious for not responding on requests to cancel subscriptions to their products.Once I found an option to submit a cancellation request buried in their help section I have used their online form for TripAdvisor twice advising them that I wish to cancel our subscription for the resort Whispering Palms (ID# ******** and have received an automatic response- which does not accept further correspondence by email- and then received an additional automatic mail advising that the subscription will be renewed on August 23rd.Based on what I have seen online and in complaints on your platform I have zero confidence that Tripadvisor will respond - although they do seem to uniquely respond to queries here.All I am seeking is confirmation that our subscription has been cancelled although it would be very welcome if you're able to impress on them that they need to ensure timely responses down their regular channels, have an actual email address where businesses can write to them, and have a reasonable call centre.I am enclosing a screen shot of the most recent submission from me today and their automated response. I would be happy (and prefer) for this complaint to be shared publicly as I believe Tripadvisor's contact policies still appear designed to make dealing with cancellations and other issues as difficult as possible.Thanks in advance ***********************

  

  Business Response

  Date: 08/22/2023

  Hello ***********,

  We're sorry to hear you were experiencing issues to cancel your Business Advantage subscription. Please know we have notified our ***************** and an Account Manager will be in contact with you today to confirm the cancellation. We apologize for the length of time this has taken to resolve. 

  Kind regards,

  Tripadvisor Customer Relations

• Initial Complaint

  Date:08/10/2023

  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 made a hotel reservation on what I thought was the hotel website. It looked exactly like the website (IHG Group). I made a mistake on the ******** called the hotel to see if they could fix it. They wouldve been able to fix it, but because the reservation was made with trip advisor (which I did not know), they cant do anything about it. So, now I have to make a new reservation & pay more money. I tried contacting trip advisor but they cannot be contacted by phone. I tried to change it online but because its past the required timeline, Im unable to change it. I feel like trip advisor tricked me into thinking that I made the reservation through IHG but its actually through them instead. The problem couldve been fixed if I had made the reservation through IHG. The hotel advised me to lodge a complaint - they mentioned that this has happened many times to their customers. I have included the confirmation email that looked like it came from IHG & not trip advisor. I would like thrip advisor to refund the total cost to me.

  

  Business Response

  Date: 08/11/2023

  Hello ***,

  We're sorry to hear you are having troubles managing your booking with the **************************************************. We don't see any evidence of a booking in our system with the information you have provided nor do we see a member account with your email. The confirmation you sent indicates that your booking was created on IHG.com. If the booking was created by Tripadvisor, the check-out page would have been on the Tripadvisor website and you would have received a confirmation from Tripadvisor and not IHG. 

  We suspect whomever you spoke with at the hotel is misinformed - we'd advise you speak with IHG Support instead or ask the hotel to put you in contact with the appropriate department in order to process your refund. It's important to also note that if your booking was created on our site, any refunds would still need to be managed by the hotel. We do apologize for any inconvenience and hope the hotel will be able to sort this out with you directly.

  Kind regards,

  Tripadvisor Customer Relations Department

  Customer Answer

  Date: 08/12/2023

  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.]

  I do not accept the explanation given because 3 different people within the *** have tried to change the date requested but were under unable to do so because it was reserved under a third party reservation, which is Trip Advisor (according to their booking records). Because of this, I had to pay one night stay for a night I wasnt able to check in. If this reservation was made within the *** system, they wouldve have changed the date for me & I would not have to pay for that night. For the record, I spoke to an *** customer service agent, the front desk staff & the manager at the *************** Holiday Inn & they all said that it was reserved under Trip Advisor (which I did not know until they mentioned it). The manager told me that this has happened to several of their customers. 
  

  I seek the full refund of the stay that I was not able to change (per document provided).  
  

  Thank you.

  
  
  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: 08/14/2023

  Hello ***,

  We're sorry to hear that the hotel was unwilling to assist with modifying your reservation. As we have mentioned we could not find a record of your booking in our system, you do not have a Tripadvisor account with the email address you provided and only the hotel would have access to modifying reservations. Additionally, you will see that Tripadvisor is not the merchant of record and that you were charged by the hotel. Therefore, we cannot assist you with a refund for the accidental night booked with the ***************************************. All policies on cancellations and modifications are set by the hotels directly. 

  Feel free to provide this information to IHG or the hotel if needed.

  Kind regards,

  Tripadvisor Customer Relations

  Customer Answer

  Date: 08/17/2023

  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.]
  

  I have contacted the Holiday Inn at *************** and they have graciously supplied me with the screenshot of the reservation made to prove that the reservation was indeed made via Trip Advisor (please see the "Agent" column. I do not know how else to prove it and they have been very kind in helping me with my situation. Please make it right by not trying to pass the blame to someone else. 

  Again respectfully, I seek the full refund of $148.45 to my credit card or by check.

  Thank you,

  *** *********************

   

  
  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: 08/28/2023

  Hello ***,

  Were sorry for any confusion regarding your booking. At Tripadvisor, we strive to ensure all travelers can book a trip seamlessly on our site. With all of the information you provided us, we were able to determine that you do not have an account with ********************** and thus did not make the booking directly on the Tripadvisor site. Because of this, the booking is not visible in our system and would have been made with one of our booking partners.

  If your booking was not made directly with the hotel, it is very common for hotels sending their booking rates to third-party sites to have a rule in place where the dates for a booking cant be changedonly cancelled. From your screenshots, if appears that your booking would have been non-refundable if cancelled due to there being a penalty of 1 nights cost for cancellation.

  Additionally, you will see that the charge you received for this booking was not from Tripadvisor; because we are not the merchant of record, we cannot refund you for this booking. Thank you for understanding.

  
  Kind regards,
  Tripadvisor Customer Relations

• Initial Complaint

  Date:07/10/2023

  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.

  The Last Chance Saloon canceled our account with ********************** 7/2022 and have been charged every month since. I have called every week for over 2 months saying I will get a call from the revenue department and never had. We have been charged continuously over the last 2 months of dealing with them. They stated we Closed the member account but kept the business account active. The business account as been charging us and they told me we cant make changes to the business account without a member account, basically they canceled the only way for us to canceled the other account. 2 months of phone calls with them saying (3 different times) I will get a call from another department within 3 days, because they couldnt transfer the call, and we still havent gotten any resolution. We have been charged over 500 over the last year for an account that has been cancelled. Attached is the charged over the last month and the account cancellation email. Nowhere stating we lose access to the business account or that there was even another account that would still charging us.

  

  Business Response

  Date: 07/11/2023

  Hello ******,

  Thank you for bringing your concerns to our BBB page. We're sorry to hear of any confusion surround your request for cancellation. Upon investigation, it looks like instead of requesting the cancellation of your business product with our Support team directly you simply closed your user account to log in. Your attached email from July 2022 only confirms you closed your user account, it does not state that we closed your business page or cancelled your active products. We will have a member of our Customer Relations team contact you shortly with more information on the status of your request. Please continue any further commentary in your open case 10275315.

  Kind regards,

  Tripadvisor Customer Relations Department

• Initial Complaint

  Date:07/08/2023

  Type:Sales and Advertising 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.

  when anyone looks up ********************* on the internet there is a false and degrading reveiw saying we accosted a lady via trip advisor. we asked TA to remove it but they only removed the "see more" part of it and the first few harmful sentences are still there first and up front. we do not belong to TA

  

  Business Response

  Date: 07/10/2023

  Hello *******,

  Upon checking your Tripadvisor listing, the review in question was already removed from our site. If you are still seeing search results through a separate website, Tripadvisor would not be able to adjust this information on our end. We'd suggest either clearing your browser history or speaking with the search website directly. 

  If you need further assistance, please let us know.

  Kind regards,

  Tripadvisor Customer Relations Team

• Initial Complaint

  Date:06/27/2023

  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 am writing to BBB because TripAdvisor provides no other way of contacting them. Their website provides no contact information other than a phone number that merely plays a prerecorded message. On 5/22/2023, I booked a hotel reservation at ************************** and paid $335.67 to TripAdvisor. The website and confirmation email clearly stated "Free cancellation before June 30, 2023". On 6/18/2023, I cancelled the reservation. However, my credit card statement shows no sign of any credit on or after that date.

  

  Business Response

  Date: 06/27/2023

  Hello ******,

  We're sorry to hear you were initially having trouble contacting us regarding the status of your refund. Upon looking further, we see you successfully contacted our support team on June 23rd via email in your case ********. In your email you included the cancellation confirmation notice from Tripadvisor which outlines our contact number and email address for further assistance should you need it. We can also see our support team responded to your request on June 24th informing you the booking was successfully cancelled and to please allow 7 - 10 business days from your date of cancellation for the refund to be processed. Seeing as you cancelled the booking on June 18th, we would ask that you please let us know if your refund is not processed after Friday, June 30, 2023. Should you continue to need assistance, please respond in your case ******** and we will be happy to help.

  Kind regards,

  Tripadvisor Customer Relations Department

  Customer Answer

  Date: 07/04/2023

  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 # ********.
  
  The business stated in their response that "the cancellation confirmation notice from Tripadvisor ... outlines our contact number and email address for further assistance should you need it". This is false. The phone number listed in that email is NOT associated with Tripadvisor. The number is instead associated with the hotel. I did call that number, and the hotel representative stated that she was unable to assist as the hotel never charged my credit card and I would need to contact Tripadvisor instead. As for the email address, I did send an email to that address and received no response.
  
  The business stated in their response that "our support team responded to your request on June 24th". I did not receive any response on June 24th or any other date. I checked my email spam folder as well and found no evidence of any response.
  
  The business stated in their response "please allow 7 - 10 business days from your date of cancellation for the refund to be processed". It is now well past 10 business days, and my credit card account shows no evidence of any refund issued after my timely cancellation on June 18, 2023.
  
  Regards,
  
  ******
  

  

  Business Response

  Date: 07/10/2023

  Hello ******,

  We will have a member from our Plus support team contact you shortly regarding the status of your refund. Your open case with us is 10306013 for your reference.

  Kind regards,

  Tripadvisor Customer Relations Department

• Initial Complaint

  Date:06/26/2023

  Type:Sales and Advertising 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 am an employee of *********************** dream pool. I had a parent get angry with me for her children not following the rules. She posted a review on TripAdvisor with my full first and last name on it which in policy of TripAdvisor says is not allowed. I have been taunted harassed messages sent to because of this review. I had contacted trip advisor and they will not help me I had done everything. I dont know what else to do

  

  Business Response

  Date: 06/27/2023

  Hello ********,

  Our investigators have reviewed all of the data available to us regarding this case and have made adjustments to our site in accordance with our guidelines. Tripadvisor takes review bias seriously - ensuring that both travelers and business owners make use of our platform as intended. We appreciate all reports about potential issues and aim to vet them in a thorough and speedy manner.

  Kind regards,

  Tripadvisor Customer Relations Department

• Initial Complaint

  Date:06/05/2023

  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.

  Business Advantage Preferred Access ID# ******* I want to cancel my business advantage account and there is nowhere to cancel it.Ive done the procedure they mention there, which ends on a message sent to TA requesting cancellation with no follow up from their part. Ive done this 3 times without success. I tried to cancel my business advantage renewal through the owner platform. Each times I get a email back refusing to cancel my subscription.

  

  Business Response

  Date: 06/06/2023

  Hello ********,

  Thank you for informing us about your concern to cancel your Business Advantage subscription. We can see you are already in communication with your Account Manager regarding this matter and we encourage you to continue your request with them directly as they'd be the best person to assist. 

  Kind regards,

  Tripadvisor Customer Relations Department

  Customer Answer

  Date: 06/06/2023

  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.]
  I have been contacting them for 6 weeks and nothing comes of it.. I get an email with the same answer. 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: 06/07/2023

  Hello ********,

  Upon further investigation and communication with our Sales team, we understand your Account Manager sent you an email on June 5, 2023 explaining the terms of your Business Advantage policy. As mentioned in our email to you, since you signed up and renewed an annual subscription the term end date for this subscription is January 6, ****. Tripadvisor does send you renewal emails 30 days and again 7 days prior to your renewal date as a notice in case there are price increases and as a reminder for your automatic renewal charge. We do allow you 30 days past your renewal date to cancel this subscription which was February 6, 2023.

  We apologize if this is not the outcome you would have desired, but if you have evidence of attempting/requesting to cancel your Business Advantage subscription prior to February 6, 2023 please provide this information to your Account Manager and they can revisit your request. Otherwise, we will abide by the terms of the Business Advantage subscription policy you agreed to. We will be happy to help with activating the many features that come with your subscription as well, so please let us know if you'd like us to assist you in making the most out of your Business Advantage product n the meantime.

  Kind regards,

  Tripadvisor Customer Relations Department

  Customer Answer

  Date: 06/08/2023

  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. 

  this is a scam. I have never received any e-mail with information about renewing my subscription and changing the rate.

  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,

  ********