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:11/19/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 past October I noticed that I was charged for a ********** subscription. I was surprised because I am not a ********** subscriber. However, I was a ********** user when worked at ********** in 2022. When looking into this further I noticed that I was also charged in 2023 - which I had previously been unaware of. I contacted **********'s support team and was told I get a refund for the charges in 2024, but not 2023 because they were too long ago and out of their refund policy. While I understand the charges were from more than 90 days ago there are a few things to note here that ********** is unwilling to accept or grant an exception for... 1. The subscription was billed to me because my credit card was used when I worked at ********** to make a corporate purchase. 2. I have not worked at ********** since December 2022 3. The email they sent the renewal notice to (an ********** employee email address) was deactivated in December 2022 following my separation from **********4. I have not had access to ********** since this time (December 2022) because the account was associated with my employment with **********5. As a result, I have had no means of deactivating the account or disabling 'auto-renewals' for the subscription. 6. I have not used ********** in any capacity since ending my employment with **********7. I'm certain that ********** received a 'bounce back' notification from the email address at ***** - yet they continued to bill the account. 8. I was never given the option to decline the 'auto-renewal' of ******** services. It is unethical for ********** to keep my money for the 2023 subscription and they should refund it. In summary, the account they are charging me for: -was not used -was associated with another business I am no longer employed with -I did not know the account was still active -They sent communication about the account with an inactive email address -I had no means to cancel the account.

  Customer Answer

  Date: 12/14/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by ********** regarding complaint ID ********.
  
  Sincerely,
  
  ****** *******
  

• Initial Complaint

  Date:10/07/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 was taking our company from ********************** to Monday CRM so I wasn't even leaving the company just moving to a more expensive product that worked better for our company. I worked with ***** in the Sales team and with support to move all of our systems and asked several times via email and support how to do this so that I could be assured not to be double charged since we would need both products for a short time while we moved things over.Then we got double charged. I reached out to make a complaint via billing 3 separate times via email and via support chat and finally was able to get a hold of someone via support chat. Apparently, it was not enough and I did not follow through with a link that was sent, but never received which is the "only" way to cancel the account. Their website states that written notification is needed, not following a link. Written notification was verified as received by Monday.com, but they would not refund the whole amount and would only partially refund $104.They did not follow through on their own policies and made the process very confusing and difficult to follow. We were charged a total of $570 for 1 month of essentially using 1 product even though I communicated with them thoroughly about the plan and every step of the way. The initial ticket number where they confirmed receipt of written cancellation was *******.

• Initial Complaint

  Date:06/28/2024

  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.

  We met with a product salesperson to trial a free version of Monday.com. We ended up purchasing a subscription when the trial ended so that we could continue to try to set up features in the software. After telling us that the features could be set up and sending documentation, none of the documentation actually worked to allow us to use the features in the way that we had requested and no assistance was provided to set up the features for us. We met with a sales rep one more time to try to iron out the issues before cancelling our renewal with the company and requesting a prorated refund. We were told that they would not issue a refund because we were two days late in requesting it. I found this company to be misleading and acting in bad faith. They are trying to force us to keep the software through May 24, 2025, despite the fact that we have repeatedly told them we are not interested in it.

  Customer Answer

  Date: 07/02/2024

  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. The business escalated my complaint and provided a pro-rated refund as requested.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:12/04/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 tried the service, and I didn't like it and they kept sending me an enormous amount of emails. I hit the UNSUBSCRIBE button but I'm still receiving emails from this company. If I don't get my email removed from their mailing list I will escalate this, as well as put the word out on social media to be careful signing up for 'free' services through this company.

• Initial Complaint

  Date:05/11/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Monday.com is using misleading sales tactics to bait and switch people into trials. They are claiming to have free forever plans and then posting only in fine print its for a very small subset of their products. 14 days later they lock you out and force to to pay for minimum of 3 users per month. There is no option for solo teams. After contacting their sales teams I was still repeatedly mislead, told I could apply as a nonprofit for the products and eventually accepted. However on the other side I was once again told these products wouldnt be available to non profits and I would need to start the same trial and eventually pay.Monday.com should change their advertising claims immediately before more trouble ensues.

• Initial Complaint

  Date:02/21/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On mean occasions I have tried and failed to get a refund. I filled a few days after signing up in Oct. 2022 which was well within their 30 day satisfaction guarantee or a full refund policy. I followed all the requested steps ********** put forward and have been given excuse after excuse why they haven't send me a refund. I attached their lasted email. I filled a complaint with paypal because it was months since I was promised a refund. I since canceled my complaint with paypal as they requested and notified them of this. Still no refund. Their email as of January and it is now the middle of February and still havent heard back from them. *********************** (**********)Jan 26, 2023, 10:24 PM EST ** ****** *** **** ** ***** *** *** ******** **** **** ****** ***** ****** ** *** **** ********* ** **** ******** ******** * *** **** ****** ******* ********* ** ******* ***** ********** * ************ ****** *** *** ******* *********************** ********** * ****** ** ****** **** ******* *** ****** *** ** *** ***** **** ** ******* * ****** ** *** ** * ******* ***** ***** **** ****** ** **** ***** **** *** ******* **** ******** ** ***** ******* * ******* ******* *** ****** ***** **** ** ** ******* **** *** ****** ******** ****** *** ********* ** *** ******* **** ******** **** **** ********* **** ********* *** ** **** ** ***** ** ********* **** * *** ** *** ******** ***********

• Initial Complaint

  Date:10/26/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  On 8/27/22, **************** called us in regards to a fraudulent looking charge coming from a company called Bluesnap. As we had never heard of this vendor before, we disputed the charge with ****************. It was only after we disputed the charge that the charge posted to our online Amex account with Monday.com listed in the details, who we have had a yearly subscription for the last two prior years. We immediately called Amex to let them know that this was a legitimate charge and should process they payment, which they did. On 9/15/22, we reached out to Monday.coms support team to let them know that we could not get into our account. They said that they needed us to verify the payment, since the first payment had bounced back with Amex. We called Amex and received the payment details, which we sent to Monday.com on 9/19/22. Since then, they have claimed that their payment processor Bluesnap is withholding payment to Monday.com due to a 65 day verification process that activated due to the original payment bouncing back. Since then, we have been locked out of our Monday.com account every week or two weeks due to this issue. As this is software that we rely on for crucial business operations, this has caused undue hardship due to these business operations. We have now sent over 50 emails in regards to this issue trying to get this resolved over the last month and a half, but they refuse to do anything aside from temporarily reactivate our account, which then means every **** days we have been locked out of our account, which in our minds has been fully paid for. We need our account activated to the full status we have paid for, as this has already been paid on our end for almost two months already.

  Customer Answer

  Date: 11/21/2022

  At this time, I have been contacted directly by Monday.com regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   Our account is still being shut down every ***** days due to them only activating our account on a temporary basis, despite the fact they have been paid for a full year subscription for almost 3 months already. Our account should be in good standing and fully activated. We cannot keep having to email them to reactive the account every week or two due to their situation with their payment processor. 

   

   

   

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

  Sincerely,

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

  Customer Answer

  Date: 03/22/2023

  Better Business Bureau:
  
  

  The business has been in constant contact with me throughout this process, but it is never the same person and they never provide anything even remotely helpful. They lied to us about there being a 90 day verification period, that passed with nothing happening. They continued to tell me they were looking into an issue, only for me to never hear from that person again. 

   

  With that being said, this issue has been resolved WITHOUT the help of Monday.com. Monday.com claimed they still could not see the payment on their end 5 months after they were paid, despite all of the documents we provided proving that Amex had paid them, so we had to go back to Amex to get them to return the money to us. This took weeks of talking to Amex and sending them hundreds of pages of email correspondences to get them to return the money to us. Because the charge was so old, multiple times Amex told me there was nothing they could do so it took 10 or more phone calls, many emails, and hours of conversations explaining the situation over and over to get this money returned to us. Despite this currently being resolved with Amex, they said that if BlueSnap (the payment processor) ever gets back to them about this issue and says that they are due that money, then Amex will have to reprocess the payment and we will be back right where we started. All communication on my end to contact BlueSnap directly were rerouted to their website which has no contact info, so there seems to be no one there to even have the conversation or address any of these issues. 

   

  If you have any further questions about this issue, please let me know.

  
  Sincerely,
  
  *************************

  
  

• Initial Complaint

  Date:07/12/2022

  Type:Order Issues
  Status:

  UnansweredMore 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.

  In March 2022, I purchased a Monday.com account using my personal credit card. In June, my account was illegally hacked, resulting in me losing administrative rights to my own account. This allowed the criminal access to my credit card information on file, and allows them to make changes to my account which would result in additional charges to my credit card. I contacted Monday to get my administrative rights back and they stated that there was suspicious activity on my account, so they completely locked the account down so I can't access it at all now. I paid $360 in March for an annual membership and Monday is not responding to my requests for resolution, a refund, removing the criminal hacker from my account or returning full access back to me. Please help.