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:09/19/2022

  Type:Service or Repair 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.

  Smart Asset has harrassed our company with solicitation emails and phone calls for many years now. A few months ago I requested by phone that all phone calls to our company cease as we have no interest in their service. We then requested after an onslaught of emails (without the appropriate unsubscribe capability) to stop sending emails. I copied the *** and other executives after multiple requests. I received response from the *** that we would be removed from all future correspondence. Unfortunately we continue to get unsolicited and frustrating emails from this company and only want it to stop.

  Business Response

  Date: 09/27/2022

  We are sorry that you received communications after requesting to be removed from our mailing lists. We have assigned a do not contact designation to your contact information in our system. If you have any additional questions, please reach out to *******************************. 

• Initial Complaint

  Date:08/31/2022

  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.

  Smart assets sells their lead model on a 5% close rate. They claim that their leads are verified through their questioning process to be legitimate however, this is just not True. After my experience paying for 30 leads. Some of which cost 100$, the promised leads are simply either fake, were redirected to smart asset when looking for unrelated services or illegitimate in terms of the answers to their questions. One must also note that they DO NOT stop sending leads when you ask them to. Although I don't have a signed contract with smart asset, they during my first round of leads continued to send leads to me after I asked them to stop. They sent leads on a monthly basis according to them and don't stop until the month ends even if you never agreed to that. I received a lead that was a homeless person claiming to never have input their information. I received a lead and was then verbally harassed and screamed at. They accused me of stealing their person information and asked how I obtained there name and number. That particular lead also never submitted their information to smart asset. The company claims a 5% close of business but out of the 30 leads I have paid for. I have only had one appointment from the leads. Almost every "lead" that did answered claimed to have never input their information or stated they were not looking for advice. I have also received duplicate leads. The same phone number and email but the name was slightly misspelled the second time around. I have requested for the duplicates to be removed from charges/billing and I'm still waiting for a response. I would like a refund for the two $100 leads that I have to pay for that included the homeless person and the person who was directed to smart asset for legal services. I would also like a refund for the prior lead of 50$ that I was harassed and accused of stealing their personal information I would also formally request they end their false advertising to advisors.

  Business Response

  Date: 09/13/2022

  Hi ******,
  
  Thank you for reaching out. We apologize that your experience with SmartAdvisor was unsatisfactory. If an advisor receives a prospect with an invalid phone number, we credit them for that lead, as long as they submit that lead for replacement within the 90-day window afforded in the contract. Thus, any invalid leads experienced during this contract are replaced with a validated lead, credited to a subsequent month, or ultimately not charged.
  
  Upon review of your account, we found only one request for a lead to be replaced or refunded, which was submitted outside the 90-day window in which it needs to be submitted to be refunded. Since this was submitted outside that timeframe, we were unable to process a refund. If you believe there is a discrepancy in your records regarding lead replacements or refunds, you can speak with our account management team to discuss further. They can be reached at ***********************************. 
  
  

• Initial Complaint

  Date:08/22/2022

  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.

  Signed a 6 month contract with SmartAsset in December of 2021. Contract was set to expire on 7/1/22. Per the company's 30 day written notice policy, I began requesting cancellation of my contract in May of 2022. I made several requests, both verbal and written. SmartAsset never acknowledged my cancellation requests and I eventually had to contact my credit card company to block any future charges from them. I still have a balance of $375 left on my account that needs to be refunded to me. Per Section 2 of their contract: In the event that Advisor chooses to stop receiving new Matched Leads and informs SmartAsset of such decision in writing, any remaining pre-payment balance will be refunded to Advisor.

  Business Response

  Date: 08/26/2022

  Hi ****,
  
  Thank you for your response. We apologize that your experience with SmartAsset was unsatisfactory. We are planning to refund the $375 discussed in your message. A member of our team will be reaching out to you to discuss further.

• Initial Complaint

  Date:07/25/2022

  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.

  SmartAsset is more concerned with their bottom line than providing an actual service. When you bring your issue to SmartAsset and request your account being terminated they keep you in the system and make sure that your charges continue. I cannot believe that a company would charge you after you request a cancelation of service. They feel they can continue to place charges against your account even though you request a termination. They do not provide reasonable customer service when you try and escalate your issues. I would recommend anybody to stay away from this scam.

  Business Response

  Date: 08/22/2022

  Thank you for reaching out, ********, we appreciate your feedback. We apologize that your SmartAdvisor experience did not meet your expectations.
  
  Upon review of your account, it appears our ****************** team reached out to clarify that all contract cancellations take place on the last day of the month. Your account has since been canceled in accordance with your contract.
  
  Please feel free to send any additional questions or concerns to *******************************