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:11/08/2024

  Type:Order 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.

  Company refuses to cancel services, or turn off the services we are cancelling. Continues to charge us for services we are not using. Went 3 years without speaking to anyone at company, and only reached out when we tried to cancel. Company **** keep repeating that they are operating under previous contract and fail to grasp that the contract does not require us to complete anything beyond the initial ******* this point, by refusing to turn off their services they are interfering with our business operations.

  Business Response

  Date: 11/11/2024

  Thank you for reaching out to us. We understand your frustration and regret any confusion or inconvenience caused.
  After reviewing your account and contract details, we can confirm that we have processed the cancellation of your services, effective at the end of the current term on May 6, 2025. This means that no further charges will be applied after this date, and your services will be fully terminated at that time.
  We apologize for any difficulty you've encountered in trying to address this matter. Our team will ensure that no further services are provided beyond the end of the term, and we will take steps to prevent any further billing. Should you need any assistance during this transition, please dont hesitate to reach out, and we'll be happy to support you.
  We appreciate your understanding and value your business. If you have any further questions or concerns, please feel free to contact us directly.

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22530672
  
  I am rejecting this response because:

  It is the same line that they have been feeding us for over a week. We wish to terminate services immediately, with no further charges. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 11/14/2024

  Thank you for your message. I want to clarify that you are currently under an annual contract, which remains in effect until its scheduled end date. As such, we are unable to accommodate an immediate termination of services without fulfilling the terms of the contract.
  The contract specifies that services will continue through its completion, and we will honor the agreed-upon terms until the end of the term. Once the contract reaches its conclusion, we will discontinue services as requested.
  If you have any further questions or need additional clarification, please feel free to reach out. We appreciate your understanding.

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22530672
  
  I am rejecting this response because: The company is still repeating their standard line of remaining under contract. They are holding up access to one of our business lines for text services and have also deleted all of our past conversations from their system. So they wont terminate the contract, but they still deleted all our customer interactions from their system.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 11/18/2024

  Thank you for your message. I want to address your concerns and clarify a few points:

  First, we want to assure you that we have not deleted any of your past conversations or customer interactions. We understand how important this data is to your business, and we are happy to provide you with a full export of your data upon request. Please let us know how you would like to receive this information, and we will promptly arrange it.

  Regarding the claim about your text line, we apologize for any frustration this has caused. We are happy to assist in porting away your number to another provider if that is your decision. Please reach out to us with the necessary details, and we will guide you through the process.

  Lastly, we would like to remind you that the agreement you signed is valid until May 2025, and we are unable to terminate the contract prior to that time. We understand this may not be the outcome you were hoping for, but we are committed to ensuring you have the service and support you need until the end of the contract term.
  If you have any further questions or concerns, please dont hesitate to reach out. We are here to help.

• Initial Complaint

  Date:08/06/2024

  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.

  I signed up with Podium back in 2022 and started encountering multiple issues with their product's liability and functionality (not working at all) towards the end of that same year. Had countless back and forth with support to help fix all of their product issues. After trying to fix numerous issues, with a new one that started in June 2024, I just want to close my account and cancel the rest of the year without penalty. They have charged full price for a product that is not properly functioning and marketed it as a product that works, but it really is in development stage still. They will not let me out of the contract that just renewed in May. I just experienced yet another issue starting June which is costing me money to communicate with my office admin outside of the app because the internal messaging does not work. $3,349.80 is what they are telling me I am liable for and I want to cancel immediately without penalty for a product for a fraudulent product that has not been properly established and they have been charging full price.

  Business Response

  Date: 08/07/2024

  We are sorry to hear about your frustrations with Podium. We will have your customer success manager reach out to you today to discuss and resolve your concerns. 

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22103488
  
  I am rejecting this response because:

  Only confirmation needed is that I can cancel without penalty of what Podium outlined would be due if I canceled $3,349.80. They've already reached out saying that is the only option to pay the remaining amount and that is not acceptable. 

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

  Business Response

  Date: 08/09/2024

  Our records show that all issues were resolved except the Teamchat notifications via the android app. We would be happy to troubleshoot with you, but we have been unable to reach you via phone call. 
  The two options for your contract are listed here and these were sent to you via email by your CSM. 
  1) Buyout of the remainder of your contract which would be $3,349.80 and lose access on the date payment is made.
  2) Work with your CSM for the remainder of your contract to figure out what wasn't working in the past and find a solution for better operations going forward. We firmly believe we can make Podium a powerful tool for your business.
  
  Please let us know which option you would prefer. 

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22103488
  
  I am rejecting this response because there are multiple problems not resolved and again I've been going back and forth numerous times since 2022. Enough is enough. The product does not function correctly and it's not a paying consumer's job to help fix issues with the product.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/14/2024

  We are willing to troubleshoot your issues and concerns. We have been unable to reach you. What day and time work best for you to connect with our team? 

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22103488
  
  I am rejecting this response because 

  You just resent the same thing from last time. ***** who is the account manager is also the problem. I texted him and he did not respond back for DAYS and the ONLY reason he responded was because I had called AGAIN to support asking someone to reach out to me and have it escalated because I had not heard back from anyone in almost 2 weeks after emails to podium, text to account manager and call to podium.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/19/2024

  Our records show that you tried to reach us on 7/23/24 and our team didn't contact you until 7/31/24. We apologize for the delay and would like to talk to you about your concerns. What time works best for you to get on a call?

• Initial Complaint

  Date:06/11/2024

  Type:Customer Service 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.

  This company has called me every single say since I have blocked the phone number on February 22nd, 2024 and they STILL call EVERY DAY and leave voicemails. STOP CALLING. I do NOT want to use your services and NEVER WILL!

  Business Response

  Date: 06/12/2024

  Hi, we are sorry to hear about your experience with Podium. Will you please provide the phone numbers you would like placed on our do not call list?

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21834031
  
  I am rejecting this response because: My phone number is ************. Please provide it to them to remove it.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/13/2024

  Thank you for providing your phone number. We have put this number on our do not contact list. Please let us know if we can assist you further. 

  Customer Answer

  Date: 06/13/2024

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

• Initial Complaint

  Date:06/10/2024

  Type:Product 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.

  I signed up with Podium because I have business owner friends that recommended it to me. I signed up for the highest plan. I was told that I could create groups and teams and people would only get messages that would be in their group. Well Podium ended groups and my representative had no clue. When working with support, , I know more about their product from using it and exploring it than the people that you ask questions from. We began using the product and figured out that it does not do what we were sold on. It was useless for my company. Only one person could see a message assigned to them unless they were admin. That is crazy! At the time, it even showed that you should have been able to do that on their support pages through groups...but groups were "discontinued". We also found that clients could not call the number that we were texting from. If they did they got an unprofessional voicemail box. Again...crazy. (Podium later tried to get us to pay more for "Voice")So I asked Podium to port my number to my CRM since they can't do what we needed them to do. By porting my number, that is cancelling my service as Podium is useless without a number. They dragged their feet. We asked again and again. They dragged their feet. They finally ported our number but told us that we auto-renewed with them for the whole next year because we didn't "get it done in time."I told them I wanted to cancel...they said no and continued to charge my credit card. I tried to drop my plan down from the highest plan to the lowest...they said I had to sign another year contract. The current situation is that I had to sign a year contract just to save money because they continue to charge my CC and they AGAIN dragged ther feet to hit me with an extra month. They have my CC on file and they keep charging it. All I wanted was to stop after year one. I want a refund of the second year, that just started, that I did not sign up for. ($2411 + $2390.40)

  Business Response

  Date: 06/14/2024

  We are sorry to hear about your frustrations. Your CSM has reached out to you with a couple options of how we can proceed to a resolution. Please respond to your CSM so we can assist you further. 

• Initial Complaint

  Date:05/08/2024

  Type:Order 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.

  This business secretly and inappropriately tried to trick us into an unauthorized 12 month additional contract but this contract was never authorized by anyone with authority from our company. We simply want to cancel our services with this company but they keep committing fraud by charging our card without permission. Its the worst service Ive ever seen. CANCEL J ******* SERVICES WITH YOUR COMPANY NOW.

  Business Response

  Date: 05/09/2024

  We apologize for any inconvenience you've experienced while trying to cancel your account. As per our agreement terms, your account automatically renews for 12-month periods unless we receive written notice to cancel. Your Customer Success Manager (CSM) has contacted you via email to arrange a discussion about your account and facilitate the cancellation process if requested, ensuring it aligns with the end of your current term.

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 21683448
  
  I am rejecting this response because your company does not have a contract with my company, it has a contract with a predecessor company that no longer exists. Further, your contracts are predatory and your customer service is horrendous. Stop being slimy and dont charge my card anymore. Do the right thing. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/09/2024

  We have reviewed your account and there has been frequent usage of the Podium product including 578 conversations year to date. If we can assist you in cancelling the contract at the end of the term, please schedule a call with your Customer Success Manager. 

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 21683448
  
  I am rejecting this response because:

  That does not constitute a contract between our companies. We dont have a contract and you are dishonest. We have cancelled our service with you. Please stop your dishonest business practices. You have now received written notice and are asked to stop fraudulently charging our card.

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

  Business Response

  Date: 05/16/2024

  Hello ***************************,

  Please reach out to your Customer Success Manager at your earliest convenience, as they have met with our legal team and have been approved to proceed with a buyout agreement to resolve your claim.

• Initial Complaint

  Date:05/06/2024

  Type:Sales and Advertising 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.

  They call to solicit business every single day. I have told them in no uncertain terms to stop calling my store and wasting my employees time, yet they persist. Even if I needed their service, I would prefer to cut off my hand before signing up to do business with them. How can I find a way to get these calls stopped?

  Business Response

  Date: 05/06/2024

  We are sorry to hear about your experience. We have put your number on our do not contact list. 

• Initial Complaint

  Date:05/02/2024

  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.

  This must be the worst company I have ever dealt with! From day 1 there has been horrific communication and technical difficulties. My local sale rep very rarely responds, the tech team never fixes the issues, they close the complaint tickets as resolved but nothing is fixed, I have asked to speak to a supervisor and nothing, no response! They are like the Mafia of phone service with predatory practices. My customer always complain they can't get through to us that we do not answer the phone when it only rings once and hangs up. They are sending me messages that we are at a texting limit, but I read the contract, and it says nothing about a limit. They still have not fixed my caller ID like promised! My customers are telling me that they are not receiving any texts from me.Again, very horrible company and no response from upper management that I have request on multiple occasions! Stay away from this trash company!

  Business Response

  Date: 05/06/2024

  We apologize for the frustration you've experienced. Your Customer Success Manager has contacted you to help address these issues. We're committed to regaining your trust and ensuring you receive the service we believe our customers deserve.

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21659686
  
  I am rejecting this response because: Nothing has been resolved as usual, just a bunch of false promises and no follow up.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21659686
  
  I am rejecting this response because: Nothing has been resolved as usual, just a bunch of false promises and no follow up.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/17/2024

  Hello *******,

   

  Our Customer Success team has tried to contact you a to resolve this matter, but you were unavailable. Please reach out to your support rep at your earliest convenience to resolve this matter.

   

  Thank you,

  Podium Support

• Initial Complaint

  Date:04/06/2024

  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.

  I had a subscription with Podium and contacted customer support in February 2024 to cancel. Cancellation required 30 days notice and it took weeks for customer support rep Alyssa M to finally agree to cancel my account. On 2/27 I received an email stating “Okay I am sorry to hear that me trying to get some feedback and talk through Podium together has caused some frustration.
  
  I can get your account canceled. We require a 30 day notice so you will be charged one more time and then your account will be closed at the end of that billing cycle.”
  My credit card was charged in March for the invoice dated 3/1. Today, 4/5, my credit card was charged again for service.
  This company is dishonest and fraudulent and should be accountable for their practices.

  Business Response

  Date: 04/08/2024

  We are sorry to hear about your frustrations. After further investigation of your account, it does look like there was a mistake within our billing. Alyssa, is reaching out to you today to confirm we've taken all steps to cancel your account and provide a refund. 

• Initial Complaint

  Date:03/29/2024

  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.

  I heard about this business at a YORK dealers event and decided to give them a chance beings they were one of the sponsors for the event. As an HVAC Contractor I can say that this is an immoral & corrupt company that uses bait and switch techniques in order to draw a company in. Also with my experience, ************************* who is my Customer Success Manager does not do follow *** and will not reply back until days later when his superior ***************** has to get his attention and direct him to reach out. Of course this is after days of calling in and being told by every representative that he would reach back out and of course multiple emails. If you are reading this I would take this review into consideration and stay away from this business.

  Business Response

  Date: 04/01/2024

  ******, we are sorry to hear about your experience and frustrations with Podium. We would like to connect with you to ensure you are getting the full benefit of the Podium product. **** reached out to you on Friday. Please respond to the email to set up a time to connect. Thank you!

  Customer Answer

  Date: 04/01/2024

   
  Complaint: 21506147
  
  I am rejecting this response because: The onboarding specialist lied to me and said that I would have a 3 month trial. The company then pulled a bait and switch in order to enter me into a contract for a year. This is horrible customer service. Also, ***** dropped the ************** to any complaints did not follow up with me on questions asked in a video conference. The company took over 3 Days to respond to a cancellation and I could not get ahold of anyone.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/03/2024

  We reviewed your onboarding call and there was no mention of a three month trial period. The onboarding specialist also set up 7 meetings with you to meet with our payment specialist to which you did not show to any of them. Additionally, our phones onboarding specialist scheduled 4 different meetings to get phones set up to which you did not show. We would be happy to re-onboard you so you can get the most value out of Podium. Please let us know if you would like to do this and we will find a time that works for you. 
  
  We received your cancellation request on 3/26/24 and responded on 3/29/24. Your contract will be cancelled and archived on 11/7/24 at the end of the term. 

• Initial Complaint

  Date:03/11/2024

  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.

  My company was subscribed to Poduim for the full year of 2023. Since the phone number validation update, we weren't able to use text messaging feature, and attempts to validate number failed on they're end repeatedly. A year went by, we would have canceled after 2-3 months however they entangled us in a 1 year contract with full penalty amount if canceled. I had called 3 times to make sure everything was canceled. Here we are in 2024 and they are continuing to bill full price of nearly $500! It was a waste of $6,000 for the year and worse yet they're continuing to bill and waste company time dealing with something that shouldn't be taking up our time! This is absolutely the worst software company i don't ever want to deal with. If my issue won't be taken care of we will go to ******* to further make a video of our experience.

  Business Response

  Date: 03/11/2024

  Thank you for providing your feedback. Our records show that you requested to cancel on 11/29/23. We reached out to you from 12/5-12/12/23 to confirm your cancellation and did not hear back from you. We will honor your cancellation date of 1/23/24 and refund your February invoice. Your Customer Success Manager will be reaching out to you via email to finalize the cancellation request. Please respond to that email to finalize.