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Business Profile

Project Management Software

Weave

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Project Management Software.

Complaints

Customer Complaints Summary

  • 21 total complaints in the last 3 years.
  • 15 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/09/2025

    Type:Service or Repair 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.
    Yes there running a promotion if you take a demo you will get a $105 Amazon card took the demo 2 days ago and there giving me a run around and steady asking for documents and trying to get you to join there company but cant hold up there end of the bargain dont fill comfortable giving out certain information when the man name *** ******* supposed to comtact me and never does

  • Initial Complaint

    Date:03/14/2025

    Type:Product 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.
    I have been a loyal customer of Weave Communications for several years. On 3/5/25, I submitted a 30-day cancellation notice and requested a port-out PIN to transfer my phone number to a new provider. Since then, I have repeatedly contacted Weave customer service but have not received the requested PIN. On 3/11/25, I was told my assigned Customer Success Manager, Heather ****, would contact me soon, but I never received a response. On 3/13/25, I called again and was promised a response within 30 minutes, but I only received a blank email from Heather **** with no information. On 3/14/25, I called again and was told Heather was unavailable and that no one was able to help me. I was advised to call back on 3/17/25, without any guarantee of resolution. This delay is preventing me from transferring my number and is causing unnecessary frustration. I am requesting that Weave provide the port-out PIN immediately so I can complete the transfer.

    Business Response

    Date: 03/17/2025

    Hello,

    My name is Natalie *****, and I lead communications at Weave.  I’m sorry to hear about the frustration you're experiencing with your cancellation.

    I have escalated this to our support and customer success teams. Could you share your availability so we can have a customer success specialist contact you at a convenient time to resolve your issues?

    Again, we truly appreciate your business and feedback—it helps us improve.

    Sincerely,
    Natalie *****

    Customer Answer

    Date: 03/17/2025


    Complaint: ********

    I am rejecting this response because:
    I am accepting Natalie *****’s invitation to talk about this issue further. She has asked for my availability. I am responding that I am available Tuesday 9AM - 1PM PST, Wednesday 8AM PST, Thursday 8AM PST, Friday 8AM PST.

    I didn’t want to reject their response but I had no other choice because my only other option was as to accept their response, which would indicate that they have resolved my case. As of the time of me typing this, my case has not been resolved. 


    Sincerely,

    *** *****

  • Initial Complaint

    Date:03/05/2025

    Type:Billing 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.
    This is a text service for our medical practice, we signed up for it at the beginning of last week. The sales person made false promises, the onboarding person did as well. The service is still not functioning. The tech support is almost non existant. There is no way to cancel the subscription via the app, or the online portal. I am forced to wait on hold to speak with someone who never answers. They have our credit card information to charge for services not rendered.

    Business Response

    Date: 03/17/2025

    Hello,

    My name is Natalie *****, and I lead communications at Weave. Thank you for your business and for sharing your feedback—I’m sorry to hear about the frustration you're experiencing with our platform.

    I have escalated your issue to our onboarding and customer support teams. Could you share your availability so we can have an advanced technician reach out at a convenient time for you to resolve your issues?

    Again, we truly appreciate your business and your feedback—it helps us get better.

    Sincerely,
    Natalie *****

    Customer Answer

    Date: 03/24/2025


    Complaint: ********

    I am rejecting this response because:

    I do not wish to speak with a tech, I want my service cancelled. I was not able to get ahold of a tech when I my account was first open and not functioning properly. I do not trust this company to have a tech, or a customer service rep contact me. I have been told that someone would reach out, I have never heard back. I want my account closed, and I want an email that reflects that.

    Sincerely,

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

  • Initial Complaint

    Date:02/13/2025

    Type:Service or Repair 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.
    We pay an excessive amount if money for software that NEVER works well. Something is always wrong, you wait hours on IT calls paying staff to be a part and no work actually getting done, In addition the IT people are useless they do not know the software, its always hours invested no resolution and a "bug" ticket that's neglected for months, meanwhile your customers are angry because of the constant misinformation they get and expect us to stand by, I am beyond angry and frustrated .

    Business Response

    Date: 02/18/2025

    Dear Ms. ***************,


    Thank you for bringing this to our attention. We are truly sorry that your experience with Weave has not met your expectations. This is not the level of service we strive to provide, and we sincerely regret any frustration this has caused.


    I understand that ****** from our Customer Experience team has reached out to you to better understand your concerns and work toward a resolution. Please know that we take your feedback seriously and are committed to improving our service.


    Again, we apologize for this experience and appreciate the opportunity to make things right. If there’s anything further we can do, please don’t hesitate to let us know.


    Best regards,
    ******* *****
    Sr. Director, Content and Communications


  • Initial Complaint

    Date:02/04/2025

    Type:Service or Repair 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.
    To whom it may concern, I am writing to file a complaint against Weave , located at **** ** ****** *** **** **** ***** Phone number ###-###-####, on a purchase that we did not approve until the date after a charge was completed. Our company spoke with a sales rep John in regards to information on the business and how since we have a contract we need to wait until expire, we can get information and learn about how we can use the business. We expressed to them that we have a contract with another company at this time and we will let them know as soon as we know what we are doing. They where suppose to give us a walk thru 3 x it was scheduled and it was never done so we never even started to use them. They where charging us full price for about 3 month after they expressed they will not charge until we start the contact. We where told that they will refund us and we never received the refund nor ever even used the business or start the contract. All we want is the money back that they took out of the account for a business we never used. They until this day keep sending us emails to see if we want to start using the business after we spoke with a sales rep by the name of ***  Thank you!

    Business Response

    Date: 02/04/2025

    Dear Dr. ********,

    Thank you for bringing this to our attention. I sincerely apologize that your experience with Weave did not meet your expectations—this is not the level of service we expect from ourselves.

    I have confirmed with our Customer Success team that your refund was processed on 2/3/2025 (see attached screenshot). Additionally, I have escalated your concerns to our sales leadership team to ensure coaching and process improvements for the representative who assisted you.

    We truly appreciate your feedback and regret any frustration this may have caused.

    Best regards,
    ******* *****
    Sr. Director, Content and Communications
    Weave

  • Initial Complaint

    Date:11/22/2024

    Type:Service or Repair 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.
    My company received multiple mailers providing us with an incentive of a $105 Amazon gift card to complete a demo with their company. I looked at their site and felt there was a service that may be beneficial to our company so schedule a demo. I took part and completed the demo on November 4th 2024. I have yet to get the $105 amazon gift card. I have emailed numerous times as well as calling. All communication goes Un responded to. Funny because when they were trying to get our business there were swift responses.

  • Initial Complaint

    Date:11/20/2024

    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.
    I purchased their software in April 2024 and its not doing what it suppose to do. Tried many times to resolve the issue until they stop returning phone calls. They billed me each month on my credit card for service that doesn't work. Recall is not been work which their systems was suppose to send out. I lost a lot of client because of weave. We have been doing it manually. Support said to send bulk because they can fix the problem. I would like higher up to call me. I asked many time for manager but they don't seem to have any.

  • Initial Complaint

    Date:10/22/2024

    Type:Sales and Advertising 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.
    Weave promised that I would receive a secure, HIPAA-compliant email as part of my subscription; however, after accepting the services and onboarding, I learned that they do not provide any email.

  • Initial Complaint

    Date:10/07/2024

    Type:Service or Repair 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 are in need of cancelling our account with Weave. We have reached out on several occasions via website, phones, and emails. No one has returned our call.

  • Initial Complaint

    Date:09/23/2024

    Type:Service or Repair 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.
    On June 18, 2024 we signed 4 service contracts with Weave for 4 of our offices. Because we were still in contract with our previous service provider, Weave offered to give us the first 3 months of service for each of our 4 locations for free. All we had to pay was the initial set-up fee of $1200.00. The service period for each location began on date of installation 7/8/24, 7/9/24, 7/10/24 & 7/11/24. Since installation, Weave has charged our AMEX numerous times as follows: 7/24/24 $2378.36, 7/27/24 $637.41, 8/7/24 $577.65, 8/9/24 $578.05, 8/10/24 $600.31, 8/11/24 $637.41, 8/12/24 $577.65, 8/26/24 $29.47, 9/10/24 $600.31. We have called and emailed Weave looking for resolution as none of these charges were authorized at this time. They have provided some refunds but not all. The amounts of some of the refunds were the entire amount charged but the amounts of others were slightly more or less than the amount charged. We have asked them to provide us with detailed invoices, showing what the charges/refunds are and they have not done so. When asked why there are variances, I was told it has to do with taxes and fees, yet again, when I ask for documentation of those amounts, it is not provided. We have made multiple contact attempts each week and are still unable to resolve this

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