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:05/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Hello Dear BBB, We have been using Bitrix24 CRM for the last six years and have been on the Standard plan, which is now changed by Bitrix24 to "Standard archived," and after August 2023, it will not be available for purchasing anymore. While using the "Standard" plan until now, we have been paying the price of 730€ for a 1-year subscription in the past several years. However, since we were using a feature named "Workflow Designer", Bitrix decided for some reason to move it to the "Professional" plan, and if we want to use this feature, we are required to upgrade to the pay-as-much as 2,090€ each year, which is 3x time more than what we paid in the last six years. According to the new Standard plan, the "Workflow Designer" is not available, even though we use it all the time in our current "Standard" plan (which is not archived), and taking this feature from this plan is absolutely unfair to customers which are using this feature until today and via the "Standard" plan. I would like to escalate this to the highest decision-makers this Bitrix24, since we would not be able to use Bitrix24 in 3x more price. I have attached the following documents: 1. Paid invoice (PDF) for the "Standard" plan that was paid in the last years, which included the "Workflow Designer", 2. The plans' comparison (***) between the old ("Standard Archived") and the new plan ("Standard" which the "Workflow Designer" was extracted from it and moved to the "Professional" plan. Kindly provide us with a fair solution since our budget will not allow us to continue using Bitrix24 CRM, and we'll be forced to seek more affordable solutions. Moreover, this change is not fair to loyal customers, and this is a cynical exploitation of the situation that customers are bound to CRM since it's the main system in their business and many processes rely on it. Thanks,***************************, CEO.

• Initial Complaint

  Date:11/22/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Our not for profit organization has been working with Bitrix as a CRM and website provider. It is an arduous task in general made much worse by inattentiveness and what can only be classified as incompetence. This process has been taking a year of our time and money and we have been told over and over again that we are close and will be finished soon. Recently however, our engineer and his team have completely vanished. We no longer have access to any of our work product. The CRM is in accessible and with it all of our contacts, and any means of doing anything for our outreach, students and donors. Our website is accessible to our audience. These things have been off-line for nearly three weeks. There has been no response from Bitrix when we contacted them. There is no support or oversight. This company is actively harming our ability to do the work we need to do and it has cost us thousands of dollars. Even if we want to move on, we can't because we have no access to our work product. Yesterday, when we finally got a response, we were told that we could pay another team in their network to do the work. We have already thousands of dollars to do this work. We just want our work product and to reclaim some of the fees to be able to move on.