Complaints

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

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  Comscore Inc

  11950 Democracy Dr Ste 600 Reston, VA 20190-5653

• 

  Com Score

  233 S Wacker Dr Ste 3400 Chicago, IL 60606-6309

• 

  Comscore Inc

  1886 Metro Center Dr Ste 200 Reston, VA 20190-5290

• 

  Comscore Inc

  110 Walnut St Evansville, IN 47708-1423

• 

  Comscore Inc

  316 Occidental Ave S Ste 200 Seattle, WA 98104-2864

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:07/17/2023

  Type:Product 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.

  At the end of June, I accessed my account. At that time, I was not able to access my rewards so I contacted Opinion Square support via their website. I received a response that I could now access them which I did. I did not redeem them at that time. Days later I received that letter from opinion square stating they would no longer be in business and that all points needed to be redeemed by 7/31/2023. I have gone in and out of the website many times never having a problem til yesterday when I got a message stating my rewards were locked and there were red flags on my account due to suspicious activity. My email is associated with this account and other then my going in and out because I could not make a decision is the only activity on this account. I did not think my accessing my own account would pose a problem. I never received any notice from them that there was odd activity on my account via my email which is associated with this account. I have been a member of this community for many years. In past years, I didnt get many survey to participate from them but continue to be a member. I was never told that my membership was ending due to inactivity. I contacted support and also *************************** both via the uploaded email. ********* was the person we would always get quarterly letters from as a community. I can no longer access my account to give you the exact amount of points over the years. I believe if was  16500???  I am not certain but I had chosen $45 in gift cards with the points that I accumulated. As stated, these points will be worthless unless used by 7/31/2023.

  Customer Answer

  Date: 07/26/2023

  Hello,

  The complaint has been resolved to my satisfaction.  I tried to reach you to let you know but I was advised that there was a problem with your receiving my original and subsequent emails  

  I appreciate your help in this matter.  

  Below is a copy of the resolution email that I received from Opinion Square. 
  
  Hi *****,
  
  We apologize as your order was incorrectly flagged by our security program. That said, we have resubmitted and you should receive your cards within 72 hours.
  
  Also, you can claim our final reward code which is ******** and place one final order.
  
  Warm regards,
  Support

  Thank you again for your help. It is mich appreciated  

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

  
  

  Customer Answer

  Date: 07/26/2023

  Hello,

  The complaint has been resolved to my satisfaction.  I tried to reach you to let you know but I was advised that there was a problem with your receiving my original and subsequent emails  

  I appreciate your help in this matter.  

  Below is a copy of the resolution email that I received from Opinion Square. 
  
  Hi *****,
  
  We apologize as your order was incorrectly flagged by our security program. That said, we have resubmitted and you should receive your cards within 72 hours.
  
  Also, you can claim our final reward code which is ******** and place one final order.
  
  Warm regards,
  Support

  Thank you again for your help. It is mich appreciated  

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

• Initial Complaint

  Date:05/19/2023

  Type:Service or Repair 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.

  It is clear to me that the panel is only going to get worse. They used to send out surveys to participate and earn points to redeem. Now, it seems that the only way to receive surveys is to install their 20-year-old software which is no longer capable of running on today’s operating systems, browsers and devices. I have tried to install it in the past and destroyed my computer’s performance. Since it seems that the only way for me to continue to earn and reach payment threshold is to install software which I am not willing to, I asked them to deviate from their process once and send me a gift card with my current earnings and then close my account. I feel that our cooperation has reached a dead end and it would be better to part ways at this point. Unfortunately, my email was ignored and I did not receive a response. 1. They have 2 options here. Issue an Amazon e-gift card equivalent to 2,500 points and close my account. 2. Send me survey invitations to continue earning until I reach 5700 points which is the threshold of issuing the normal payment without exceptions.

  Business Response

  Date: 08/11/2023

  ---------- Forwarded message ---------
  From: *********, ***** <**********@comscore.com>
  Date: Thu, Aug 10, 2023 at 3:34 PM
  Subject: RE: Complaint ID ******** ******** *******
  To: [email protected] <[email protected]>
  

  
  

  Dear Dispute Resolution Team,

   

  Thank you for contacting us regarding Complaint ID ********.

   

  Unfortunately, this complaint involves undeliverable communications.  We received a support inquiry from the Complainant.  We responded, however, the Complainant did not receive our follow up communication sent to the email address associated with the account. 

   

  In effort to resolve this matter, and specific to Complainant's requested resolution (first option), we followed up with this customer using a method outside of the support portal and informed the Complainant that we processed the requested gift card.

   

  We consider this matter fully resolved to Complainant's satisfaction.

   

  If necessary, we can provide documentation of our past correspondence with Complainant.

   

  Warm regards,

  OpinionSquare Support

  
  

  Customer Answer

  Date: 08/11/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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. 

  Yes, they indeed reached out and resolved this
  
  
  
  Regards,
  
  
  
  ******** *******

• Initial Complaint

  Date:01/31/2023

  Type:Product 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.

  I was a user of the mobile app MobileXpression, an app that rewards users for sharing usage data on mobile phones which rewarded me with 5 points each week. I had been a user for a year without any issues. On Jan 29 I rebooted my phone because I was experiencing some connectivity issues, and opened the app to reconnect it for data sharing. Each time the app opens, it also opens a web browser to my points balance and points store. There was a "claim 5 points" option which was a few hours early, or for me, it was early because each Monday was when I'd get a notification from the app to claim my points. I claimed my 5 points which brought my account to 50 points total, which was the maximum amount of points for rewards, and I would then claim my reward, usually for either ****** or an ****** gift card. I chose to claim an ****** card and received a notice that my order had been canceled and my account frozen and included an email address to contact. I contacted the address and was told, "At this point we can confirm that your order was flagged and canceled by our security program. After further reviewing your account, we can confirm that you did not fulfill the necessary participation requirements needed to qualify for the incentive. Unfortunately based on your account not meeting the standards of activity and participation, we have canceled your order. We understand your frustration regarding this matter, however our decision to cancel your order and lock your account has been made." For 10 weeks I had claimed my 5 points, building toward the 50 points for my cashout as I had been doing for a year, only to receive this cancelation and account lock out of the blue. It is unprofessional and unethical to collect 10 weeks of a user's data, which has probably been profited off of already, and then lock their account when they attempt to be incentivized. If there was an issue, they had 10 weeks to notify me but waited until I attempted to cash in my points.

  Business Response

  Date: 03/01/2023

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

  
  
  

  Dear Dispute Resolution Team,

   

  After reviewing this inquiry, it was confirmed that the Customers order was flagged by our security program. This was done based on discrepancies pertaining to his participation. On January 30, our team communicated with the Customer and considered the matter resolved. That said, we have reviewed his account, reprocessed his canceled order, and followed up with him via email. In our response, we indicated that he is welcome to continue his participation, if he chooses to do so. Finally, we marked his account to prevent a similar issue when submitting future orders.

   

  You will find that our resolution meets the desired settlement and gives the Customer the opportunity to continue his participation in our program.

   

  Warm regards,

   

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

  Customer Answer

  Date: 03/01/2023

  
  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. While I didn't request to continue participation in their service, I am happy to continue and will attempt to provide more data usage on my device.
  
  Regards,
  
  ***************************
  
  

• Initial Complaint

  Date:10/10/2022

  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.

  I cant redeem my points for rewards for opinionsquare.

  Business Response

  Date: 10/21/2022

  ---------- Forwarded message ---------
  From: M*******************, Ian <****************@comscore.com>
  Date: Thu, Oct 20, 2022 at 7:31 PM
  Subject: RE: Complaint ID ********; *********************
  To:  [email protected] <[email protected]>
  Cc: P*************, Brian <**************@comscore.com>
  

  
  
  

  Dear Dispute Resolution Team,

   

  Thank you for contacting us regarding the above-referenced matter.  Our OpinionSquare support team always strives to resolve issues in a friendly and timely manner. We understand our members frustration and believe the same day resolution fully addressed any concerns.

   

  In short, our members account was accidently locked by our security program, thereby preventing our member from redeeming their reward points.  Within hours of receiving notice that our member was experiencing an issue, we (1) apologized, (2) notified our member that their account was accidently locked, (3) unlocked their rewards page, and (4) confirmed their order was processed.  Additionally, we credited our members account for the time the account was locked.  Since our resolution, we are pleased to inform you that our member is still active and participating in OpinionSquare surveys.

   

  If you need any additional details, please do not hesitate to contact our team.

   

  Sincerely,

  OpinionSquare Support