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 3 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

    • 29 total complaints in the last 3 years.
    • 8 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!

    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, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    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.