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:06/25/2025

  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.

  I completed a survey through this company and have not been paid or told when I would receive compensation. The only communication after reaching out was that they were still looking for others to complete the study, but that doesnt have anything to do with my time or compensation.

  

  Business Response

  Date: 06/25/2025

  We have every intention of paying every respondent who takes part in our studies. This respondent will be paid as soon as the study is completed.

  We have paid out over $15 million since our founding 12 years ago. As we note, we pay everyone from each study all at once. We conduct over 2,000 studies in a year, which involves over 35,000 individuals. So there are two reasons we can't pay each person individually when they complete their part. One, our client doesn't confirm the ID codes of those who have completed until the study is complete. And Two, even if they were able to, it would be hugely inefficient. I appreciate that this requires you to wait for everyone else to complete the study, but as soon as that happens, we get the check out ASAP. It is like an election - they can't announce the result as soon as you vote, you need to wait until everyone has voted. We apologize that this might present a hardship, but we are clear this is how the payment works and this has been satisfactory to our 180,000 members.

  Customer Answer

  Date: 06/26/2025

  They have yet to respond with a date for payment. I need a date in when I will be compensated, but instead they are using methods other than reaching out and confirming when the study will be complete. 

  

  Business Response

  Date: 06/26/2025

  We can now add in the past day our client has confirmed that the respondent has completed the study. We have contacted her to confirm the address she would like the payment sent to. 

  Customer Answer

  Date: 06/26/2025

  I’m confused how this case is closed and no payment was received yet my time and opinions were taken. How is this a resolution? Did the BBB look at the video posted on the companies website that stated payment will be received in two weeks? Everyone is quick with responses, yet no one can tell me when I’ll receive payment. The intent to pay can be there always, but no payment has been received. 
  

  The interview took place on 6/10. Today is 6/26. Please tell me how this is possible. 

• Initial Complaint

  Date:01/29/2025

  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 completed a few paid surveys with this company about multiple Sclerosis and have NOT been paid for them! They are trying to refuse my payment of $30 and I have another payment of $20 for a different paid survey and still nothing. The company claims I didn't fill the survey out correctly but refuses to prove it or give me more information. They've already collected my data but refuse to pay! For studies ******** and study **********

  

  Business Response

  Date: 01/30/2025

  We thank the respondent for taking part in our studies. For study ********* our client rejected their responses (so none of their data was used) because they completed a 15 minute survey in 7 minutes. But since the respondent hadn't used certain products, they could quickly select "don't know." So we are compensating them with a gift card even though we were not paid for their participation.

  For study *********** that project is still ongoing. Payments are sent when a project closes, typically 2-4 weeks after the respondent has taken part. 

  We are proud to have paid patients and caregivers over $15 million for taking part in our studies. 

  Customer Answer

  Date: 01/30/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I need to see proof that it was MY ORIGINAL answers because I did not do that, I am aware how surveys are supposed to be done. So I need to see where you got these responses. I appreciate the gift card only if it's for the original amount that was promised for completion of the survey which I did. So I would like to see these alleged answers I gave. Seems like a ridiculous thing to all of a sudden happen when I was never informed of this issue when I emailed a few times about payment. 
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 01/31/2025

  We have sent the respondent a gift card for $30.

  Customer Answer

  Date: 01/31/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:03/12/2024

  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.

  I signed up to complete surveys based on my medical conditions. I spent a good amount of time completing a survey with the promise of a $50 reward. No such payment was made, attempts to contact company were ignored and my dashboard on the website is false.

  

  Business Response

  Date: 03/12/2024

  We have sent the payment to this respondent, it should arrive within 1-2 weeks. We send the payment as soon as our client alerts us that the project is complete. The client just closed this project last week. It won't appear on the respondent's dashboard until the client closes down the study. We want respondents to be paid as soon as possible, but sometimes the projects run for several weeks. We realize it can be frustrating when this takes a few weeks. 

• Initial Complaint

  Date:02/20/2024

  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.

  On January 4th 2024, I took an epilepsy survey on rare patient voice...about a couple weeks later, I reached out and could not reach the main project manager so I reached out to Kirk...for awhile there were no updates...A month passes by and just recently I was told my responses were not accepted due to "speeding" through a survey...I took the time out of my day to do this survey and now I'm not getting payment for this?Absolutely uncalled for...

  

  Business Response

  Date: 02/20/2024

  Our clients track how long it takes respondents to take part in a survey. For this survey, the average time was over 22 minutes, and this respondent completed it in less than 10 minutes. So the client flagged her as a "speeder" and wouldn't accept her answers. This was not the first time this respondent was flagged for speeding through a survey. This is an indication that the person taking the survey did not fully commit to participating in good faith and giving thoughtful responses. So the respondent was not paid for this study, and the answers she provided were not used. We alert respondents to take their time when taking surveys so this does not happen.

  Customer Answer

  Date: 02/21/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I waited a month for this survey to close...I expect some form of payment be it $60 or a $60 gift card...I will accept no less...
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:12/11/2023

  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 SIGNED UP TO DO AN INTERVIEW WITH rare patient voices. It was about HEART DISEASE, the honorarium for this is $145.00. THEY WON'T /HAVEN'T PAID ME. There have been all kinds of excuses, i want my money. You got your data, now pay me.

  

  Business Response

  Date: 12/11/2023

  We pay the participants after the study is completed. As we told this participant, the study was completed last week and her payment is being mailed this week. She should receive it within a week or so. 

  Customer Answer

  Date: 12/11/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. MAKE SURE IT COMES! DON'T KNOW WHY YOU CAN'T ****** THE DAMN MONEY!
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:11/15/2023

  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 completed a survey ($60) back in August and have reached out in multiple ways to check the status of my payment. I see that it is pending on the dashboard on the website, but 3 months for survey payment seems a bit much? I still haven’t heard anything from anyone. Even just a quick reply would have been nice. With no reply, I’m thinking I’m being scammed. I wasted my time completing the survey and didn’t receive payment. I’m still receiving surveys, but am hesitant to complete them if this company isn’t going to pay out.

  

  Business Response

  Date: 11/28/2023

  We want to make sure each survey participant is paid as soon as a study is completed. We are investigating this case and will respond as soon as we determine what happened. 

  

  Business Response

  Date: 12/01/2023

  We've figured out this issue and we've paid the consumer $60 as she requested. We apologized as something slipped through the cracks on our end.

  Customer Answer

  Date: 12/02/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:05/11/2023

  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.

  I took a survey for rare patient voice. This was about 2 months ago. I completed the survey and now they are not wanting to pay me. I thought this company was legit. I spent my time completing a survey on COPD. THEY ARE SAYING now that I completed it to quickly. What! I took the survey, it wasn't long. There is no where that says you must complete survey in a specific time frame. They just got my info now they don't want to pay me. This is not a way to handle business. I'm very upset about this.

  

  Business Response

  Date: 05/12/2023

  This person as jumped the gun on her complaint. As we told her, her issue is being investigated. She has taken part in several studies with us over the past few years and has been paid each time. In this case. she was told the survey should take about 30 minutes to complete, and our client flagged her, as she completed it in only 10 minutes. The opinions provided by patients are extremely important, and clients want to make sure that the respondents are carefully considering each question, not racing through. When someone takes only a third of the time that other participants take, that is a red flag, and as we told her, we need to investigate. None of her data is used in this case.

  We always give participants a chance to present their side of the story, which we've done in this case, and she did not explain how she could have completed in a thoughtful manner in only 10 minutes. 

  We are proud to have rewarded patients and caregivers over $10 million since our founding ten years ago. We often pay respondents even when our clients don't accept their data for reasons such as this. Once we complete our investigation we'll determine what reward, if any, this person deserves.

• Initial Complaint

  Date:05/10/2023

  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.

  I have taken several surveys with this company. Most times I've had to reach out to them numerous times for payment questions. They always give some random answer. Twice now they have cheated me out of my incentive with ridiculous stories why I can't or won't be receiving payment for the study. Very bad business practices from this company.

  

  Business Response

  Date: 06/06/2023

  We've paid this respondent $450 over the past two years for taking part in 9 studies. We've had additional contact with her for three studies:

  Project ******** - Member completed the project in ten minutes. Project estimated to take thirty minutes. This triggered a tripwire with our client called speeding. Our client rejected this members answers because of this. In further conversation with this member RPV compensated her out of pocket.
  
  Project ******** two-part project. Client said she did not participate but after discussions with us we compensated this member with an agreed upon $45 ****** Gift Card.
  
  Project ******** Timeout - Timeout indicated there was a technical issue during the conduct of the survey. RPV pursued this with the survey host and to compensate the member for her time we sent a $50 ****** Gift Card.
  
  On May 10th the member asked to be removed from the panel, which we did.
  
  RPV feels we have been more than fair with this member. We have given her detailed responses to her questions. We've paid respondents over $10,000,000 in our ten years and we respond to every question about payment as soon as possible.

• Initial Complaint

  Date:10/12/2022

  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.

  I did surveys online and was supposed to be paid $45 on one and $25 on the other it's been over a month with no response
  

  

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 7, 2022/10/18) */
  Project *********** for $35 and project ********* for $45 are both active projects. Payment for participation occurs when a project closes. This video describes our process: *** external link removed by BBB***
  
  Please let me know what avenues you took to contact us and did not receive a response. We pride ourselves on being responsive. Please contact me direct.