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:01/24/2024

  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.

  This company charged me for a subscription over the weekend. I tried to cancel, but their website wouldn't let me log in until Monday. After canceling on Monday, I received an email saying my subscription would end on 1-22-2025. I don't use their product, so I emailed *********************************** to explain the cancellation and request a refund. However, they declined, stating the cancellation won't take effect until 1-22-2025.

  Business Response

  Date: 01/25/2024

  After looking into this case we discovered that the reminder emails we usually send prior to annual subscription renewals were not sent due to an issue in the subscription platform we use. We have therefore issues a full refund.

  Customer Answer

  Date: 02/14/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/09/2022

  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.

  I am a curriculum expert for a non-profit K-12 organization and I am very disappointed with Sparkol the team behind VideoScribe, especially their customer service, who just said ugh! on the phone and hung up on me. So like all the complaints on BBB, I have also been deceived by this organization. I signed up for a yearly subscription, cancelled, and yet was hit with an autorenewal invoice. There were not multiple warnings about charges and I was blindsided with a ****. Now I understand companies like Sparkol make their money preying on consumers who subscribe and then do not use their subpar product. But if I am just one of the many who have made the same complaint about the same issue on BBB, trustpilot, linkedin, ****************** etc. That in itself tells me that Sparkol just does not care or listen to customers, e.g. the young lady with the accent that hung up on me, enough to make changes and try to become a better business. It is better off having positive reviews so that word of mouth recommendations drive a happier customer base rather than an army of disgruntled and displeased ex-customers that leave multiple negative reviews on multiple consumer advocacy sites and social media. It is with great hope that my complaint is resolved but I am not expecting too much from Sparkol who have already disrespected and ignored enough for today.

  Business Response

  Date: 08/10/2022

  Hi

  Please be aware that we have already approved a refund for this customer yesterday (the renewal day). This will be processed in the next few days.

  As per our subscription payment terms (*************************************** we do not normally provide a refund on a recurring payment as we make it clear during the purchasing process that subscription payments will be taken automatically unless the customers cancels prior to the renewal date. We also send out two renewal reminder for yearly subscriptions.

  It is also worth noting in this case that the two renewal reminders were indeed sent to the customer, on ******** and *********, and we can see that these were both delivered on these dates and that the second was opened (albeit after the renewal had gone through). Also the subscription was indeed cancelled by the customer on the renewal date, however it was cancelled after the renewal had been processed and a payment receipt email had been sent. In relation to the phone call, we use a answering service and they clearly should not have hung up on the customer. I can only assume this was an error. We did receive a forwarded message from them from the customer on the renewal date with details about the complaint, so this shows that they did take a call and take the relevant details. I then responded to this complaint on the same day (the renewal day) and advised the customer that we would be making an exception and providing a full refund.

  As yet we have not received a response from the customer, but I feel we have dealt with this enquiry fairly. I hope you agree, but please let me know if you require any further information on this matter.

  Regards

  *****

  Head of Customer Success

  Customer Answer

  Date: 08/10/2022

  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 and the matter has been resolved.
  
  Sincerely,
  ****** ***