We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Computer Software

Blackbaud, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software.

Complaints

This profile includes complaints for Blackbaud, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Blackbaud, Inc. has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 34 total complaints in the last 3 years.
    • 11 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/20/2022

      Type:Order 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.
      We had a rapid change of directors (December 2021). No documentation was left behind by the previous director and no contract could be found regarding the agreement between Blackbaud and The Refuge Utah, except an order form. We have Blackbaud numerous times to resolve issues and request a copy of the signed contract for our records, and have yet to receive the information we asked for. Our system has never been upgraded, though we paid for the higher service. Considering we only have less than 300 names in the system, up selling the at the time director to 2500 contacts was against the interest of our charity and took advantage of his lack of knowledge and understanding of your product. Here is a list of our contact attempts: 1. January 31, 2022 email to Erik H*** to cancel 2. February 1, 2022 email to Jack L****** to cancel 3. February 9, 2022 email to Sikheria W*** to cancel 4. April 22, 2002 email to Sikheria W***, no contact from Blackbaud, who do we speak with 5. April 25, 2022 email to customer service to cancel 6. April 26, 2022 email with Sikheria W*** for refund 7. April 27, 2022 email to Sikheria W*** for cancellation and refund 8. May 3, 2022 email to Sikheria W*** for information regarding our contract which we don't have copy of. 9. May 18, 2022 email to Sikheria W*** waiting on process from Blackbaud 10. May 27, 2022 email to Sikheria W*** regarding update. 11. June 16, 2022 email to Sikheria W*** to verify 60% refund amount stated 12. June 22, 2022 email to Sikheria W*** to verify if we can just pay for E-tapestry which we are using, not RE

    • Initial Complaint

      Date:09/08/2022

      Type:Order 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.
      Attempting to cancel contract with Blackbaud. Contract was signed by a previous executive director. Received notices that our account was going to collections due to the fact that we did not prepay for the March 2022-2023. Contacted Blackbaud to let them know that we were not prepaying for the upcoming year due to the fact that we did not have access to the account (even though it is listed under our business name) nor was the account in use by anyone in our organization. Overall lack of responsiveness or explanation from the customer finance rep. Emails go unanswered or you receive a standard reply that the contract cannot be cancelled without any explanation as to the terms of the contract. I even needed to request a copy of the contract due to the fact that the previous executive director had been the one to set up the account. I want the account canceled and no further contact from Blackbaud. We are not prepaying for a year (6 months) at this point of services. Blackbaud has offered no resolution to this issue other than to tell me that the contract is binding. I have zero interest to work with a company that is not only non responsive to billing/account inquiries but has an overall lack of responsiveness and concern regarding the services that it claims to provide and the customer support to do so.

    • Initial Complaint

      Date:08/01/2022

      Type:Billing 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.
      We have notified Blackbaud several times (3 different people within their organization) in recent months that we are discontinuing use of their service. They continue to send us invoices and are now threatening to send to a collection agency. Excerpt from the email we received today 8/1/2022. "We have made multiple attempts to collect an overdue payment from your organization. Because we have not heard from you regarding this outstanding balance, your organization has been placed on Support Hold effective immediately. If you do not make a payment immediately, we must send this information to our collection agency (####.) without further notice to you. Our director replied as follows: 11:16 AM (40 minutes ago) to XX, XX, XX - I have been in contact with several employees (who I have included on this email) regarding the cancellation of our contract. We should not be getting a final letter for this invoice because we have not renewed the contract. Thank you for your help in this matter. On July 28, our Director sent this email to one of the Blackbaud staff members directly. XXX - I'm not sure why this is still marked as being due. I'd been in communications with (another staff member) Re: the cancellation email sent March 25th 2022 and confirmed again at her request in June. We will not be renewing this contract and have already sent notice of that." We would like the three people who we have been in contact with to follow through with cancelling our account and notifying us in writing that this is NOT being sent to a collection agency and in fact being cancelled. Thank you!

    • Initial Complaint

      Date:07/07/2022

      Type:Billing 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.
      * Blackbaud charged me a $40 late fee for an on-time partial tuition payment in March 2022 * I spoke to a Blackbaud customer service rep on April 5th re waiving the $40 fee. The rep asked for an immediate payment (requiring a $77 credit card processing fee) or an immediate bank transfer. I opted to send Blackbaud a check instead for the outstanding tuition payment. * Blackbaud again charged me an additional $40 fee in May 2022, for a total of $80 in fees. * My daughter graduated from school on May 27th, 2022. By that date I had paid her tuition in full. * On June 2, I sent Blackbaud a check for $267 for the outstanding school fees. I sent Blackbaud a letter (attached) continuing to dispute the $80 fee. They have not responded to my complaint to date. * Blackbaud continues to send me email and texts on an almost daily basis demanding this $80 payment * I would like to see this gratuitous fee waived.

      Business Response

      Date: 07/29/2022

      Business Response /* (1000, 8, 2022/07/15) */ Blackbaud is reviewing this matter. Consumer Response /* (3000, 10, 2022/07/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Blackbaud say they are reviewing the matter but have not offered a suggested resolution. The issue is still outstanding. Business Response /* (4000, 13, 2022/07/17) */ We understand the issue is still outstanding. We are working to address it. Consumer Response /* (4200, 15, 2022/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) as the business mentioned, the issue is still outstanding

    • Initial Complaint

      Date:06/22/2022

      Type:Order Issues
      Status:
      Unresolved
      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.
      ****** and **** has been working with Blackbaud's Raiser's Edge program for approximately 25 years. Early May 2021, ****** and ****'s Executive Director, ***** *******, and then Agency Coordinator, ***** ****, stated that ****** and **** did not want to renew with BlackBaud. Giving Ms. C**** the benefit of the doubt that we were bound by a contract, as an alternative, ****** and **** paid for one (1) more year of service without a contract. (Our current Executive Director has been with the agency for 16 years and has never signed, nor seen, any contract.) This interaction in 2021 should have indicated to Blackbaud that we had no intention of continuing with their service afterwards-one year in advance of any purported 2022 renewal date. ****** and **** staff repeatedly emailed Katie Y****, C**** W*******, and Mario M******, the Department Head, with no success in retrieving a contract(s) signed by ****** and **** and Blackbaud authorized agents. We requested the contract four times: May 18, 19, 25, and 26. Each email was for the express purpose of requesting copies of a signed contract(s) from Blackbaud, yet they consistently asserted we must auto-renew since they claimed we were bound to give a 45-day notice prior to our purported renewal date of May 13; yet, in a previous email (attached), Ms. C**** explicitly made reference to ****** and ****'s June 13, 2022 renewal date. As of June 20, 2022, ****** and **** has not received any copies of a signed, binding contract from Blackbaud that documents the exact renewal date, or an agreement that informs ****** and ****'s obligation to "auto-renew" for Raiser's Edge in 2022. Being that BlackBaud has yet to produce any proof of such a contract-as requested multiple times-signed by an authorized agent at ****** and **** and Blackbaud, ****** and **** is asserting that we are not responsible for any Raiser's Edge subscription "auto renewal" for the upcoming year. They don't have contract and are using intimidation tactic.

      Business Response

      Date: 07/15/2022

      Business Response /* (1000, 16, 2022/07/15) */ Blackbaud has this matter under review and will work directly with its customer on any resolution. Consumer Response /* (3000, 18, 2022/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Blackbaud has failed to cooperate and provided further information to our multiple requests. We request that BBB stay as a mediator.

    • Initial Complaint

      Date:06/17/2022

      Type:Billing Issues
      Status:
      Resolved
      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 registered my son to study in ******* School of Math (***) for school period from Fall 2021-Spring 2022. We have paid all tuitions for the classes for this period which now is over. We decide not to continue *** for Summer 2022 and Fall 2022 due to COVID-19. So we didn't register. The balance of the bill from *** is 0 which I have the record. The *** uses smart tuition which is bought by BlackBaud Tuition Management. Now the BlackBaud send me a bill which the tuition balance is 0, but school fee $512. On the invoice, the payment due date is June 1st, 2022, but the invoice is printed on June 5th, 2022 and I just received it by mail. Below is fee terms in the bill: Late Fees: A late fee may be assessed by your school if balances due are not paid and posted by your established due date. Follow-up Service: Any payment that is not received by Blackbaud Tuition Management by your due date is considered late and may receive a late fee. In the event that your account becomes delinquent, Blackbaud Tuition Management may provide your school a follow-up service where Blackbaud Tuition Management may contact you via mail, telephone, or e-mail. Your account may be charged an additional fee as a result of this service. This fee is in addition to any late fees charged by your school. I am attaching two files, one is the bill from BlackBaud, the other shows my current balance to *** is 0. Please work on this matters and prevent BlackBaud to false charge me and all other parents. Regards ***** ***

      Business Response

      Date: 07/15/2022

      Business Response /* (1000, 17, 2022/07/15) */ Blackbaud has this matter under review and will work directly with its customer on any resolution. Consumer Response /* (2000, 19, 2022/07/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) The business says their computer has clitch and causing a wrong bill. Please close this case. THanks Business Response /* (1000, 17, 2022/07/15) */ Blackbaud has this matter under review and will work directly with its customer on any resolution. Consumer Response /* (2000, 19, 2022/07/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) The business says their computer has clitch and causing a wrong bill. Please close this case. THanks

    Blackbaud, Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.