Business Profile

Market Survey

Lightspeed, LLC

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

374 total complaints in the last 3 years.
71 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.

Initial Complaint
Date:11/24/2022
Type:Billing 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.
Lightspeed owns a consuner survey company called Lifepoints. They terminated my account for alleged rules violation. They will not provide me with the specific details of these alleged violations. I want the specific surveys name,date and time when this alleged violation occurred and what the EXACT violation was. They also will not allow me to redeem the points I've accrued which totals over *****.
Business Response
Date: 12/02/2022
Hello ********************,
I have confirmed that your account was inactivated due to security checks we have in place to protect both our members and our panel. However, when doing our final check, it was determined that your account could be reactivated.

Your account is now active. Please feel free to login and resume participation at your convenience.

I apologize for the inconvenience and any frustration this may have caused but hope that you can appreciate the caution we take in order to protect our member's accounts and the LifePoints they have earned to ensure that only the member is accessing their account.
Customer Answer
Date: 12/02/2022
[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*************************
Initial Complaint
Date:11/16/2022
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.
After nearly a year of doing surveys and collecting points, yesterday I was unable to log in, after enquiring I received what appears to be their standard message: "Hello, After taking a close look and performing an audit of your account, we have found evidence that you have violated the LifePoints Terms and Conditions, which has resulted in your membership being deactivated and the LifePoints (LPs) you collected have been forfeited." I re-read the terms and I definitely did not violate anything! I replied saying so, and have not received a response.The agreement between us stated that I would be paid for my work. I followed their rules and completed the surveys honestly & diligently. I deserve to be paid and they are attempting to steal my Earned renumeration without any explanation or proof of their false claims against me. Upon checking here and on Trust Pilot, this appears to be a pattern with them, they must be made to pay what they owe. I expect my account to be reactivated, and to be able to cash in the points I Earned without further problems from them.Their business relies on us survey-takers giving honest answers, how ironic that Lifepoints is being liars & cheats with us. They should be investigated for doing this to people Repeatedly.
Business Response
Date: 11/17/2022
Hello ***************

My name is *********. I am a Manager with LifePoints and have taken a close look into your concerns. I have confirmed that your account was caught in the security checks we have in place to protect both our members and our LifePoints Community. Unfortunately, after discussing your account further with our Quality Team it was determined that we are not able to reactivate your account due to the information we received from our security checks and we are not able to provide you with specific details regarding why your account has been inactivated as this may jeopardize our security measures.

Customer Answer
Date: 11/17/2022

Complaint: 18411290

I am rejecting this response because:

Everyone complaining here (and on many other sites) seems to (1) Suddenly find themselves unable to access their account (and their earned points). Then (2) Upon inquiry receive the standard message that we violated some UNNAMED rule, and can ask for an investigation. Then (3) They uphold our termination with no explanation and steal the renueration which we have often been saving up for months (over 8 months of work in my case).
I maintain that I broke NO rules! At the time I was doing exactly as I had been doing for over 8 months, during which they expressed no dissatisfaction.
Any honest legitimate company that wished to 'fire' someone would, upon termination, give them the pay they had fairly earned before their un-named, unproven, and untrue 'violation'.
They have taken over 8 months of my time & information, then made unverified accusations against me, causing me a great deal of stress, and have not renumerated me one single cent.
This is nothing but blatant theft! I just want to be let into my account long enough to cash in the points I EARNED before their accusation, then I want nothing to do with these crooks ever again.

Regards,

***********************
Business Response
Date: 11/17/2022
Hello ***************

As I stated in my last response to you, your account was discussed further with our Quality Team. Unfortunately, they determined that your account could not be reactivated due to the information received by our security checks. Please also keep in mind, per our Terms & Conditions, that you agreed to when joining our panel, LifePoints reserves the right to terminate any account that does not pass our security checks and, at that time, any unused LifePoints are forfeited.
Initial Complaint
Date:11/11/2022
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 began using this website/app a few weeks ago. I was curious to see if it was legit, but assumed it was because I came across it from a reputable source. I began to take surveys and earn points. I cashed out my first $5 gift card and waited to receive it before continuing because I wanted to make sure I got the gift card. Since then I have received almost $20 in points and have tried redeeming $15 of them. I also received an item to rate in the mail. However, once I tried redeeming my $15 in gift cards, my account was deactivated shortly after. I assumed it was a technical issue with the website/app and would be resolved. After a few days this was not resolved. I contacted the *********** in hopes that they would help resolve my issue. They informed me my account was deactivated because I violated their rules (as previous other complaints have stated). I asked if they could explain how I violated the rules because I had no idea I had violated them. Their response was they cannot tell me, they reviewed my case, and I definitely violated the rules. I do not understand how a company can continue to tell people who use them that they are violating policies without telling us why? I would like my account reinstated and the gift cards I redeemed. At the very least I would like my gift cards. At this point, this feels like a scam. I provided information in exchange for goods, but the goods were not given to me and when I reached out I was not provided an explanation other than I violated terms that they wont tell me.
Business Response
Date: 11/14/2022
Hello *****************

My name is *********. I am a Manager at LifePoints and have taken a close look into your account. First, let me address your thought about LifePoints being a scam. I can assure you we are a legitimate survey panel that takes pride in providing our members with an amazing opportunity to be a part of.
However, after discussing your account further with our Quality Team, the decision was made that your account would remain inactivated due to the information obtained from the security checks we have in place. These checks confirmed that your membership/participation did not meet our Terms & Conditions and therefore was inactivated. We are not able to share specifics with you regarding how we conduct our investigation but can assure you, we have done our due diligence to ensure we have taken every precaution in order to be sure our findings are correct.
Customer Answer
Date: 11/14/2022
[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***********************
Initial Complaint
Date:11/09/2022
Type:Service or Repair 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 have been with lifepoints for years and rarely had a problem I then at some point over the years recommended this to my partner to do since it helps out round the holidays. For what ever reason its started to not like me or my partner taking surveys on our tablets or phones what was fine because it worked on our computer then thing started getting complicated since we both use the computer when I have problems with surveys the sometimes mistake me for my husband it was only after a while one of them let me know that is because we use the same computer it made these odd mistakes but what ever. About a month ago me and my partner were trying to get points what we earned by being recorded you can tell from the videos that we are two different people just in case they thought we were one person. They said they will look into it as its been over a month when I did mine and my partner did his on top of that my partner was having trouble with a few of his surveys something about them going into error on last question or not closing and when the did close it was giving a t2 points for trying so he reported it he was shot down they didnt want his evidence or wanted to look into it further what got him angry and asking for a manager which didnt happen and then no response what made it worse so he gave a crappy review of his experience. The next day I log into my account to be told my account was closed and to contact them so I did I then was told I beached the t and c. I asked how and didnt get an answer or evidence I then told my partner and he tried and got the same response. I have done nothing wrong and all my partner did was get annoyed by being ripped off, his evidence ignored and Leaving a bad review. Which I dont see anything wrong with. I tried to keep the piece after going round in circles by creating a new account what after creating has been temporarily closed and I have a feeling its because of this mess linked to my partner. I my account back or a new1
Business Response
Date: 11/14/2022
Hello ***********************

My name is *********. I am a manager with LifePoints and have taken a close look into your concerns. After taking a look into your account I was able to confirm that your account was caught in the security checks that we have in place to protect both our members and our LifePoints Community. Your account was discussed further with our Quality Team and it has been determined that your account can be reactivated.

Please clear your cache/cookies and try logging into your account again. Once you have logged in, you will see that the LifePoints for the cancelled redemptions were already returned to your account on November 4, 2022.

We apologize for the inconvenience but hope that you can appreciate the care and caution we take to protect our members' accounts and their LifePoints.
Customer Answer
Date: 11/14/2022
[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*******************************
Initial Complaint
Date:11/07/2022
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.
I've been a member of this survey community for at least back until 2014 if not earlier. Always answering surveys and have accumulated probably in rewards of more than hundreds of dollars.Because of an ongoing illness, I had not been participating in surveys and when I logged in, it said my account had been cancelled. I immediately contacted support and they investigated and told me that I could create a new account and transfer my membership to it. I immediately did this, and every email account I created was denied. I responded back to support about this and they claimed I could try again later. All attempts have been denied. They told me that I could not reactive the orginal account.When I asked them about my points worth hundreds of dollars, they simply ignored me and I got no responses after that. They claim the account was cancelled because of violation of services. I asked what I did because I had no idea and they said one of their emails was marked spam. I have no recollection of doing this. As I said I had been a member at least as far back as 2014 if not much longer. And told them my intenet to create a new account was indication that I did continue to be a member.I can only assume creating new accounts was denied by my *** and/or age. But what is even more ironic is that after they denied my new account creation, I received another survey invite WANTING my opinion. Now it works both ways, either my opinions are valuable and I should be allowed a new account OR if they aren't, this email to me was in violation of their own surveys.I have copies of ALL correspondence should you eventually need this that I can provice.
Business Response
Date: 11/08/2022
Hello *************

My name is *********. I am a Manager with LifePoints and I have taken a close look into your concerns regarding your account.

It looks like your new accounts were caught in the security checks we have in place to protect both our members and our LifePoints Community. After looking into your account further, we would like to invite you to try registering again using the link I am providing below. You can still use your original email address (*******************).
https://start.lifepointspanel.com/aff_c?aff_id=1196&aff_*******=xxxxx&aff_sub2=xxxxx&offer_id=1556&lang=xx&country=xx

Once you have rejoined successfully, please contact our Customer Support via your ************ let them know the email address you used and request that they transfer the points from your original account to your new account.

I apologize for the inconvenience but hope that you can appreciate the caution we take in order to help keep our member's accounts and earned ********************** safe.
Initial Complaint
Date:10/27/2022
Type:Order 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.
This is the second time my LifePoints account is falsely accused of violating the terms of use. I filed a BBB complaint in July and the quality team reinstated my account because I truly didnt do anything wrong. I dont understand what kind of security system the business has, but it really needs an upgrade. How many times will it keep falsely accusing me of fraud and then forcing me to file a BBB complaint to get my account reactivated? The Lifepoints Help Desk provides no assistance besides sending canned replies of no use. I am a longtime member since the GlobalTestMarket days, and I truly enjoy taking the surveys. I saw a response from a Lifepoints manager to another claimant to login from the geographical location the person registered. Are we not allowed to take surveys while traveling? I registered in ***** and am currently on vacation in **********. Is this why the security check flagged my account? The security system is seriously flawed if so. How am I supposed to log all my expenses for the month of October if I cant login while on a trip?Please help me get my account reinstated since I havent violated any terms of use.
Business Response
Date: 10/28/2022
Hello Ms. *************

I have taken a look into your account and confirmed that your account was caught in the security checks we have in place to protect both our members and our LifePoints Community.

Please understand, when participating with our panel you must do so in the geographic location in which you are registered. Our system will not allow you to participate from any other location due to security reasons. I have reactivated your account but please understand, if your account is inactivated again due to being caught in our security checks we will not be able to reactivate your account.

Unfortunately, if there are surveys available to you while you are traveling, you will not be able to participate in them until you return. If the study closes prior to you returning, you will not be able to participate/complete the study. We apologize for this inconvenience but hope you will appreciate the security measures we have in place to ensure your account and hard earned LifePoints are kept safe and only accessed by you.
Customer Answer
Date: 10/28/2022
[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

************************************
Initial Complaint
Date:10/11/2022
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.
Over the past year, probably longer, I have received emails from Lifepoints soliciting my opinion(s) on given topics. These earned points can be redeemed for e-gift cards or certificates for certain dining eateries. To date, I have accumulated over ****** rightfully earned points. Several weeks ago I received an email from Lifepoints informing me I could no longer participate in the taking of any surveys, that my enrollment had been cancelled and I forfeit all of my over ****** earned points. I emailed them back and asked to be provided a "specific" reason why they took such drastic action against me. The response was quite generic and amounted to nothing. I was asked to create a new email address, provide that information to them and they would allow me to continue taking their surveys and as a courtesy, they would transfer all my points, over ******, to the new email address. I complied with their response to me. Within a day or two I received another email from Lifepoints advising me I could not take future surveys, even under a new email address, as they required me to do. They have yet to provide me with a valid, in plain English, reason why they cancelled me. I am 74 years old and should not be treated as if I am a despot, looney toon, racist or radical. If you want my honest and sincere opinion on any topic/matter, this I gladly do for anyone. However, allowing me to do so, with the understanding I will be rewarded in some fashion, then pull the rug from under my feet, well that just ain't right, not the American way and blatantly wrong. I want to use my over ****** points I have earned. Once I have used my exisiting points with them and they lived up to their end of the bargain, I will gladly part company with them. I equate this to having worked for an employer for a period of time, then be told "we don't need your services anymore and oh, by the way, you're not getting paid for the hard work performed by you".
Business Response
Date: 10/12/2022
Hello *******************

My name is *********. I am a Manager with LifePoints and have taken a close look into your account.

I have confirmed that your original account was unsubscribed, likely due to one of our emails being marked as SPAM. Then, your new account was caught in the security checks that we have in place to protect both our members and our LifePoints Community.

If you would like to continue participating with LifePoints, please use the link I am providing here for you and complete the registration process again.

https://start.lifepointspanel.com/aff_c?aff_id=1196&aff_unique1=xxxxx&aff_sub2=xxxxx&offer_id=1556&lang=xx&country=xx

You should be able to use your original email (****************). Once you have completed the registration process and confirmed your email address, please submit a ticket and let our customer support team know via your *********** and request to have your unused LifePoints from your original account transferred to your new account.

I apologize for the inconvenience and any frustration this may have caused but hope you can appreciate the great lengths that we go in order to protect our members and their accounts.
Customer Answer
Date: 11/28/2022

Complaint: 18198513

I am rejecting this response because:
First, my apologizes. We had a medical emergency in another state and were away for quite some time.

I have complied with *********'s request to have all earned points, over ******, be transferred to my account. Today I forwarded an email to their help desk in an effort to make this complete. Once I have received a response indicating it has been done, I will notify you.

Thanks for your assistance.

Regards,

***********************
Business Response
Date: 12/06/2022
Hello *********

This is ********* again. I have taken a look into your account and confirmed that 37561 LifePoints were transferred from your old account to your new account on December 3, 2022. These LifePoints are available to you and may be redeemed at any time.

Again, I appreciate your patience while we worked to address your concerns.
Customer Answer
Date: 12/11/2022
[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
********* has emailed me and stated points were moved. I have informed her that, as of the date LifePoints refused to allow me to partake in future surveys, I had, at that time, accumulated just over ****** points. Yet when the transfer of points was done by their help desk personnel, someone the total had diminished below ******. Still uncertain as to how this happened.
I do appreciate all you folks did.
Merry Christmas to all.

Regards,

***********************
Initial Complaint
Date:10/09/2022
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.
SCAM I have been using lifepoints for over 5 years and haven't had any issues until the day I decided to save up my points and instead of my usual $20 cash out I redeemed $40. I got an email my transaction was successful but I never got my money. When I logged in, the website said my membership is temporarily unavailable so I contacted them and without any explanation they said I violated their terms. I definitely didn't violate any rules, the only thing I did differently was to redeem more points than usual. I did send them multiple emails, all they do is we're sorry and we escalated the ticket so someone will get back to you. Nobody obviously got back to me with any specific answer. They are liars and they can cancel your membership any time without any reasons. After reading all the reviews about this company, so many people had the same thing happened, just one day no reason you lose your membership and lose all your money. Stay away from them, there are better apps that are not scammers and liars.
Business Response
Date: 10/11/2022
Dear Ms. Mastna.

My name is *********. I am a Manager with LifePoints and have taken a closer look into your concerns. Please let me start by assuring you we are not a scam as I am sure you are aware since you have been a member since 2019.

After looking further into your account, I have confirmed that your account was caught in the security checks that are in place to protect both our members and our LifePoints Community. However, after discussing the situation further with our Quality Team, your account has been reactivated.

The LifePoints from your cancelled order have already been returned to your account. Please feel free to login to your account and redeem them again at your convenience.
Initial Complaint
Date:10/06/2022
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.
for the last 3 weeks, I have been unable to log into my account. When I try to do so then it says: Sorry, your membership is temporarily unavailable. Please contact our *********** for support.Last week upon trying to log in, it said there was a problem with my account and to contact customer support. I have contacted for help and received a response stating how there was a glitch but has been fixed. I wrote you again to let you know it still was not working but no one has responded.I would like for you to fix my account so I can continue doing surveys. I'm not sure what is going on at this point but would like for you to check into it and get my account working again.thank you
Business Response
Date: 10/11/2022
Hello *************

My name is *********. I am a Manager at LifePoints and have taken a close look into your concerns.

It looks like your account was caught in the security checks that are in place to protect both our members and our panel. However, after taking a closer look, it has been determined that your account can be reactivated. Please feel free to login at your convenience.

When logging in, please be sure you are not using a VPN and that you are logging in from the same geographical area you were in when you registered for your account.

Thank you for your patience while I looked into your concerns further. Looking forward to your future participation.
Customer Answer
Date: 10/11/2022
[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:

Thank you for looking into the problem and for reactivating my account.
Initial Complaint
Date:09/16/2022
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.
I spent countless hours doing surveys on this companys site, LifePoints. Their emails have a spam link that is easy to accidentally click and it cancels your account. I unfortunately did this and immediately reached out to the company. They said that I could create a new account with a different email address and they could transfer my points. Upon trying to do so however, I received an error creating my account. I reached back out to LifePoints and was told I violated something in their contract and I now cant create a account. I have a good amount of points that add up to a little over $40 and I just want to be compensated. Im not sure why I had an account in good standing and now all of a sudden I cant create an account again.
Business Response
Date: 09/26/2022
Hello *************

My name is *********. I am a Manager at LifePoints. I am looking into your account and need a bit of time to research thoroughly to find out what has happened and to see what we can do in order to resolve your concerns. Please allow me some time to do this.

Once I have had some time to work with all the teams involved, I will provide you an update via the LifePoints *********** as I will not be able to update this BBB complaint. Unfortunately, once I respond to your BBB complaint letting you know that I am looking into your concerns the system does not allow me to send a second response. I apologize for the inconvenience but can assure you, I will get back to you via the *********** (you will receive the response via your email inbox) as soon as I can.

Thank you for your patience.

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Lightspeed, LLC is NOT a BBB Accredited Business.