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:12/02/2024

  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.

  Signed up for Agiliron in May of 2023 and after a series of failed installation attempts, we decided to cancel the account. It is a month to month bill and no contractual obligation to continue service. I asked to cancel the account was sent to a sales group to reconsider. After several more discussions we agreed to cancel account. We assumed the first month after cancellation was due to timing but sent message for refund with no response. After continuous charges, we disputed the charges through the credit card company but need a refund for the past 5 months. I received confirmation of cancellation and the refund last month (included in the complaint) and was told we would get a 4 month refund. Instead we were billed again.

  

  Business Response

  Date: 01/14/2025

  Hi *****,

  Sorry about the delay in responding due to the holidays.

  We have reviewed this and below are the details that we have gathered, please let us know if you see anything inaccurate:

  - The first communication requesting to cancel was received by our support team on Sep 26 2024, screenshot of that is attached to this message.

  - Subsequent to that date, we see 3 charges on Sep 28, Oct 28, Nov 28.

  - You issued a chargeback for the Nov 28 charge which we did not contest so you should have the refund on that already.

  - So, that leaves 2 charges on Sep 28 and Oct 28 which we will be happy to refund.

  Please confirm the above and we will take care of this accordingly.

  Thanks.

  Agiliron Finance.

  Customer Answer

  Date: 01/16/2025

   
  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.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:06/07/2023

  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.

  We have been using Agiliron services since I took over my business five years ago. However, we no longer need this subscription. We have reached out on multiple occasions (at least one email/week since April 27) to cancel our subscription. We have never received any communication in return and continue to be charged a monthly subscription fee. I have had to file a dispute with my credit card company, and ultimately cancel my credit card, in order to stop this recurring fee.

  

  Business Response

  Date: 06/27/2023

  Hi ****,

  As communicated directly already, we have canceled the subscription per your request and issued the refunds requested.

  We wish you the very best moving forward.

  Thanks.

  Agiliron Finance Team.

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20155003
  
  I am rejecting this response because:

  While you finally cancel my subscription, it took four months of weekly emails, four chargebacks with my bank, credit card cancellations, personally reporting you to the BBB and my **************** reporting you to the BBB, as well as the threat of a lawsuit to finally get you to even respond to an email.  
  

  Do better. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/06/2023

  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.

  Several of our franchise stores have cancelled Agiliron's service, however have continued to be billed and charged every month. We have contacted the finance department numerous of times about stopping the charges, however it is not being resolved. This has been going for around 6 months or so! All of our store owners are getting extremely frustrated with us being the franchisor, feeling we should assist in the matter, however it is outside our control. Its gotten to the point where owners are having to do chargebacks and some even cancelling their credit cards all together.

  

  Business Response

  Date: 07/19/2023

  Hi ********,

  We have processed all the requests received so far based on the latest list received from your team earlier this week.

  As previously communicated, there are several stores that have pending subscription payments - this continues to still be the case. We will email you the updated list by end of this week and we would greatly appreciate if these could be taken care of.

  Thanks and please accept our apologies for the delay.

  Agiliron Finance Team.

• Initial Complaint

  Date:07/15/2022

  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.

  Upon signing with in September 2021, Agiliron we were assured from ****** in Sales that the software met all of our needs for our us, months and months of integration we found out that the software would not meet many of our needs that we were assured it would function properly. We paid for set up and months of subscription fees without a service or product that would meet our needs as told by all the employees we encountered. We paid Agiliron $6610.00 dollars for nothing and now we have no software and paid thousand of dollars for nothing. We asked many many times for a refund because they did not produce a product that met our needs. Agiliron agreed to refund all charges but have not. Weeks have gone by that the refund is coming in three to four days and never happens. Now it's July 2022 and nothing but broken promises. We have an abundance of emails documenting that Agiliron said the software would work and integrate for us.

  

  Business Response

  Date: 08/12/2022

  Hi BBB Team,

   

  We have reviewed this complaint internally with our Sales, Finance and Onboarding (Implementation) teams and collected the data regarding the system setup, implementation and usage of the system.

   

  The data from this is attached to this response as a PDF file with the following contents:

  - Pages 1 & 2 - Original Invoice and Contract signed by the Customer - the Terms of Service and Refund Policy is highlighted in Yellow on Page 1. This was a month-to-month plan with the customer having the option to cancel anytime.

  - Page 3 - the ***** Shopify and Amazon Channel Connection setup and live in the system

  - Page 4 - the Product Catalog in the system - ****+ skus loaded and operational

  - Page 5 - Customer Accounts in the system - 5000+

  - Page 6 - Customer Sales - ****+ customer orders

  - Page 7, 8 & 9 - snapshots of confirmed user logins and activity

  - Page 10 - Service Cancellation Notification on May 24

  In addition, our implementation team spent over 40 hours working with the customer for Online Calls, Training as well as Offline work for system setup, imports etc.

  This far in excess of the 15 hours that the customer paid as part of the invoice.

   

  There was a billing error on our side where the customer was billed for one additional cycle post the cancellation notice.

  Our finance team refunded this back to the card that was charged and communicated this to the customer with apologies for that oversight.

   

  Hope this addresses the complaint to the satisfaction of all concerned.

   

  Thanks.

   

  Agiliron Team.