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Business Profile

Artificial Intelligence

Runway

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Artificial Intelligence.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 5 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:05/16/2025

    Type:Product 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 looked at my credit card annual report, and I found out that Runway AI has been charging me with a monthly plan for for more than a year.This is the first time I even heard about this company, and none of my family member ever has anything to do with this company.I checked all my email accounts and I don't even have an account with this company.I would like they to refund me with all the spending so far.14X$15 = $210 total

    Business Response

    Date: 05/20/2025

    Hi, 

    Thank you for sharing this complaint with us. I'm responding in my capacity as a member of Runway's customer support team. 

    We reviewed this user's case on our end and arrived at the following findings:

    1. We were unable to find a payment history for the user in our payment processor.

    2. We were also unable to find any ******* history for the user. 

    3. The user's request also does not align with our refund policy, which is publicly advertised on our website: ***********************************************************************************************************************

    I hope this context is helpful. Please let us know if there's any more information needed from our end. 

    Best,

    Customer Answer

    Date: 05/20/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    [Dear Runway Customer Support Team,
    Thank you for your response regarding my complaint. However, I am deeply concerned by your findings, as they do not align with the fact that my account has been charged $15 per month for over 14 months, totaling $210, without my consent or knowledge of an active account or subscription.
    Your statement that there is no payment history or ******* record for my account is alarming and suggests a significant issue with your billing practices. Unauthorized charges without clear documentation, notification, or an established account are not only unethical but also illegal under consumer protection laws, including the ************************'s regulations on unauthorized billing and the *************** Transfer Act. Such practices could be considered fraudulent and constitute online scamming, as they involve taking funds without providing a corresponding service or clear agreement.
    Furthermore, your reference to the refund policy does not apply, as I never knowingly initiated a subscription or agreed to these charges. The lack of transparency and failure to provide any notice or account details further violates fair business practices.
    I demand a full refund of $210 for the unauthorized charges made over the past 14 months. Additionally, I request that you investigate and confirm the cessation of any further charges to my account. Please provide a detailed explanation of how these charges occurred without any record on your end and what steps you will take to prevent such issues in the future.
    I expect a prompt resolution to this matter and reserve the right to escalate this complaint to the appropriate regulatory authorities, including the ************************ and my states consumer protection agency, if necessary.
    Thank you for your immediate attention to this serious issue. I look forward to your response]

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

    ** *****




     

    Business Response

    Date: 05/22/2025

    Unfortunately, this goes outside of our refund policy which is 30 days with little to no use of the platform (***********************************************************************************************************************)

    This is also highlighted in our terms of service, specifically sections 8.4, 14.3, and 14.6 (*************************************************)


    We're always happy to help, but never received an email from the user requesting a refund, thus leaving us unaware of the issue. 


    All of our subscriptions are auto-renew by default, this is also stated within our help documentation (********************************************************************************************************************************************************************)

    Under our refund policy, I would be able to refund this user for the month of April alone, for which I have attached the invoice to this response. If the user submits a ticket through our support system, we can promptly handle the refund after verifying their account ownership.

    I hope you have a good day.

  • Initial Complaint

    Date:02/14/2025

    Type:Product 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.
    Bad product. They denied my refund request after a few days of using it.

    Business Response

    Date: 03/05/2025

    Per our refund policy (which is publicly outlined on our website: ***********************************************************************************************************************), plans must be unused or close to unused to qualify for a refund. 

    This user spent all the 625 credits allocated with their plan, as well as a portion of the 400 paid credits added as a bonus to any new subscribers' accounts. The user was advised of this policy, given directions on how to cancel their plan to avoid future transactions, and can see their credit history to verify these facts in their own Runway account by navigating to *********************************************************, then scrolling under the Invoices section to see their usage for the last 30 days. 

    We denied a refund to the user in accordance with our policies, and communicated clearly and repeatedly with the user throughout this process. 

    Customer Answer

    Date: 03/06/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    [Your Answer Here]

    Runway ML's refund policy is both disappointing and frustrating for users. While they claim to offer full refunds within 30 days, the reality is much different. Many users have reported significant issues when trying to request a refund, with delayed responses or, in some cases, no response at all. The process is far from seamless, with users having to jump through hoops just to get the support they need. This lack of transparency and poor customer service raises serious concerns about the companys commitment to its customers. The refund policy should be more straightforward and reliable, ensuring that users are not left feeling ignored or cheated when they seek a refund. 

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

    *** *********




     

  • Initial Complaint

    Date:09/06/2024

    Type:Product 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.
    Since August, I have been a paying member of Runway ML's 'Unlimited' plan, which I subscribe to via *****. I, along with others, have been publicly critical of this plan as of late, as it has not met expectations. Someone, on my behalf, recently pointed out an issue where Runway ML had, without warning, cancelled a Meetup that I was in the midst of scheduling, despite previously having the go-ahead from Runway ML. Now, they've removed me from their Discord channel. As a paying member, this is entirely unfair, and since I do not have full access to all that Runway has to offer as a paying member, I am requesting a full refund in the amount of $258 for the two months I paid for Unlimited, in addition to reimbursement for all credits purchased totalling $30. A total amount of $288 (Canadian).

    Customer Answer

    Date: 10/03/2024

    Better Business Bureau:

    At this time, I have not been contacted by Runway AI, Inc. regarding complaint ID ********.

    Sincerely,

    ******* ****

Runway is NOT a BBB Accredited Business.

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