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Business Profile

Digital Marketing

Leap CRM (Leap to Digital)

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Digital Marketing.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 6 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/21/2025

    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 agreed to a software lease agreement in 04/2024 for a 12 month time period.Leap (****************) provides no option through their app or website to cancel or alter any subscriptions, and does not state customers current billing "agreement".I called LEAP customer service in 01/2025 to check on the status of my account and was informed that it would terminate at the end of my original 12 month agreement.on 04/15/2025 my account was charged for a total of $249.00.I reached out to Leap (jobprogress, llc) on 04/17/2025 to request a refund and confirm cancellation of my account.The leap customer service representative informed me that a refund was denied by his manager and that my account would be canceled in 60 days and I would be subject to 2 additional billing cycles.I complained about this and they agreed to reduce the cancellation period to 30 days and I would be subject to 1 additional billing cycle.I've since disputed the 04/15/2025 charge with my financial institution as of 04/17/2025.

  • Initial Complaint

    Date:01/23/2025

    Type:Billing Issues
    Status:
    Answered
    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 this companies *** and sales pro service. After 4 months or so I decided I no longer wished to continue with their CRM. ******* ***** assured me everything was canceled in December 20th. I followed up on 1/13/25 to confirm. No response. They simply charged me again. Although their program is good, its very difficult to set up. Its not their fault that Im not a good fit for their service. However, its extremely frustrating that they will youre all set and cancelled and then just **** money out of your account again. ******** service here is lacking incredibly. I truly feel this company will just continue charging me for the rest of my life if I dont file a complaint. Ive never left a BBB complaint or even a negative *********** review in my life. I have no problem paying for the 4-5 months plus set up fee. Its only fair. Its just I was confirmed canceled and they keep charging me and ignoring me.

    Business Response

    Date: 02/11/2025

    Hello,

    This customer had multiple products with our business. While one product was closed in December 2024 as agreed upon the second product did not close out at the same time. That account was closed in January 2025 and a refund was processed for the 1 month of charges. Our team is ensuring that refund has gone through with our accounting department.

  • Initial Complaint

    Date:01/06/2025

    Type:Customer Service 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.
    We at RS Five have been loyal users of Leap since its inception as JobProgress in 2017. When **** acquired ***********, we were optimistic and genuinely looked forward to the advancements they promised to bring to the platform. I even became a user of their original estimating product, further demonstrating our commitment to their ecosystem.Over the years, we endured the growing pains and occasional disorganization, recognizing that such challenges often accompany transitions and growth. Until now, I have never felt compelled to complain publicly. However, recent developments in their billing practices and support structure have forced me to express my profound disappointment.Under JobProgress, the billing practices were straightforward and fair: users were billed only when activated, and charges stopped when deactivated. Additionally, they had the integrity to prorate charges, ensuring that businesses like ours werent unfairly billed for services we werent using. Sadly, this is no longer the case under Leaps management.During our end-of-year audit, we discovered that **** continues charging for deactivated users unless a formal written request for cancellation is submitteda policy that was never communicated to us, the original JobProgress users. This lack of transparency feels both unscrupulous and unprofessional. Worse yet, even after notifying them, we were informed that they would continue charging for an additional 45 days while we navigate their opaque and poorly communicated process for submitting written requests.When I attempted to contact support for clarification and resolution, I discovered another troubling change: speaking with a human is now impossible. After waiting over a week for a response to my complaint, the message I received was dismissive, essentially telling me to "live with it" and adhere to their new rules. This lack of accountability and customer service is shocking and unacceptable.

  • Initial Complaint

    Date:11/22/2024

    Type:Order 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.
    We entered into a contract with ******** based on specific promises made during their demo and onboarding process regarding the functionality of their software. Leap assured us that their platform would allow subcontractors to access work orders, upload photos, and communicate seamlessly without requiring additional fees. However, after purchasing the product, these features either did not work as advertised or required costly add-ons, which were not disclosed during the sales process.Despite multiple attempts to resolve these issues through ****'s support team, the problems remain unresolved. Critical features such as uploading photos, accessing work orders, and using communication tools have failed consistently, severely impacting our operations. Support responses have also acknowledged limitations in the platform that were not disclosed before purchase.We have repeatedly attempted to cancel our contract due to these persistent issues, but **** has ignored our requests and continues to invoice us. We are seeking:Immediate termination of our contract without penalties.A refund for the last two months of service fees.Assurance that no further invoices, including the one scheduled for 11/23/2024, will be issued.Leap's misrepresentation of their product and failure to address these issues has caused significant disruptions to our business. We request the BBB's assistance in resolving this matter.

  • Initial Complaint

    Date:11/15/2024

    Type:Sales and Advertising 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.
    Dear BBB, I am writing to file a formal complaint against ******** regarding deceptive advertising and unauthorized charges.On 8/26/24, I received an email from Leap CRM stating "Beginning after September 26th, your per-user license fee will increase by 5%, and we are introducing a $99 platform fee per account." The notice failed to clearly disclose the full cost, including any recurring fees or price increases. The notice failed to explicitly clarify the billing frequency for the platform fee. Given the context, I interpreted that it would be an annual charge. So after this notice was received, I continued my subscription of the service but then was charged $129.88 on 9/26/24. And so to my surprise I discovered that the price increase was monthly. This unexpected charge was not in line with how the changes of their pricing were communicated and constitutes deceptive advertising. So I requested to cancel Leap CRM on 9/29/24.Then they completed an unauthorized charge of $303.00 on 10/9/24. I contacted Leap support on 10/21/24 to request the immediate termination of my account and a refund for the unauthorized charge of $303. I believe this should be refunded, because it incurred after my request for cancellation.Despite attempts to resolve the issue with Leap CRM, they have failed to address my concerns or provide a satisfactory resolution.I believe Leap CRM's misleading advertising practices constitute deceptive business practices and have caused me financial harm. I request a full refund of the $303 unauthorized charge within 10 business days and immediate termination of my customer account.I hope the ********************** will investigate this matter and take appropriate action to hold Leap CRM accountable for their deceptive advertising practices. Thank you for your time and attention to this matter.***** ******* Owner / Contractor **************** ************** *************************** Postal Code *****

  • Initial Complaint

    Date:10/22/2024

    Type:Customer Service 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.
    We had spoken with customer service about canceling our subscription temporarily until the start of the new year. We had multiple emails acknowledging this. After very dodgy customer service calls and several unreturned calls, I was able to speak to somebody over email. They said that they issue would be resolved and that we could expect a refund in 7-10 days. Not only was the refund not issued, but they have continued to charge our account and then deny that the account was closed, despite the fact that they agreed to do so over email. This is after I was required to email them because they would not let me cancel the account online myself. Their customer service **** have been dodgy at best and at this point is has nearly been two months of trying to cancel and recoup the money they charged from us wrongfully for several months.

Leap CRM (Leap to Digital) is NOT a BBB Accredited Business.

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