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Business Profile

Computer Software Developers

Perpetua Labs Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software Developers.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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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  • Initial Complaint

    Date:07/20/2023

    Type:Customer Service 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 requested cancellation of the service on October 20th 2022 and again on MAy 15th 2023. The staff at Prpetua were very difficult to deal with and refused to cancel my service as they claimed that I had signed a contract for a 12 month agreement in August of 2021. When I signed up for this contract I had 4 meetings with the sales rep and they never told me that I would be commited to 12 months of service. This was completely misleading. The software did not perform well and the training that they gave were very poor. I would like to be refunded for 7 months of service as I requested to cancel october 15th.

    Business Response

    Date: 07/26/2023

    Looks like *** has two accounts active and the next time they will be charged is on the 27th of July. The accounts are ** ***** *** and *** **** **** ****. 

    It looks like he reached out multiple times but each time failed to confirm the cancellation as per our processes. ( We cannot proceed with a cancellation without confirmation from the customer. They need to click the link which the customer failed to do, or even reply multiple times).

    I have a couple of threads you can look at to see this:

    This is the first conversation where he asked to cancel, I provided the link and he did not confirm. I followed up on this request multiple times.
    He then reached out 2 times after this in the next 2 months for account advice/help so he was still optimizing his campaigns after not responding to the cancellation reply.
     ***************************************

    The most recent conversations in order of the timeline are here  (attached convos) 

    1: Reached out to cancel and was denied as because he is within the contract period. He did not object or respond to this. ***************************************

    2. Reached out Once again and the specialist told him about the contract. He did not respond to this. ***************************************
    3. Reached out to cancel, and was provided the link but did not respond. and then later finally confirmed the cancellation today 4 hours ago ***************************************

    4. I'd also like to share this conversation from 6th months ago. Timeline-wise wise this is 3 months after his first cancel attempt where I sent him the link to cancel. He continued to use our app and reached out for advice. please see this thread for reference of the conversation

    Contract is attached  

Perpetua Labs Inc is NOT a BBB Accredited Business.

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