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Business Profile

Computer Software Developers

Smartsheet.com, Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software Developers.

Complaints

This profile includes complaints for Smartsheet.com, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Smartsheet.com, Inc has 2 locations, listed below.

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    Customer Complaints Summary

    • 24 total complaints in the last 3 years.
    • 14 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:05/26/2024

      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.
      I attempted to transfer My Account to a ********* a connected account. That failed, you cancelled my account when that attempt ended because of time ... I attempted to enter my account using an incorrect password, Now locked which should be unlocked at some defined period of time which ended 3 days ago but remains unlocked. My Account is now Locked with NO access because of that. My attempts to change the password no longer works because my account apparently was removed or locked in your system ..... I can no longer get emails from you at my account *********************** to correct my password problem.. my account ************************ does NOT receive any emails from you... I use this wonderful application in the non-responding, seemingly unconcerned, non-responsive environment of SmartSheet. I in the mean time can not use my medically focused application for the patient I have commuted to ******* Services to.. In six (6) years I have had more than 10 repeated attempts to communicate while that yielded only one logical communication. PLEASE re-establish access to the Software I just paid $959.40 that I have NOW been BEGGING you, Smartsheet, to get me access to wonderful applications.

    • Initial Complaint

      Date:05/15/2024

      Type:Product 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.
      In May 2024 this company invoiced us for software licenses which we purchase on an annual basis. We realized that this year's annual invoice was for twice the amount of licenses we ordered and at twice the price. At one point it appears that Smartsheet added "free" licenses to account that became chargeable after a certain period. When we reached out to complain that we did not request the additional licenses they started a drawn-out process of asking us to request to downgrade the licenses. This has still not resulted in the extra licenses being removed from our account. This is a highly deceptive billing practice, I'm not certain if it illegal in the ** as we are a ************ Their customer support has been terrible and as I write this complaint the issue is still not resolved, they were supposed to credit three licenses and we are only contracted to pay three but you can see that they have invoiced us for six. I am happy to provide the email chain of how the company has responded to our legitimate questions and requests. We would like to be able to fully cancel all of our services with this company. They claim that the invoice that they sent last year showing a line item for three uncharged licenses constitutes our acceptance - this did not catch the attention of accounts payable as it had a zero balance at the time. They can produce no request on our part for these additional licenses. Very shady practices and hope they can be held accountable.

    • Initial Complaint

      Date:05/14/2024

      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.
      Can you PROVE a coworker promised you a refund?Continued unauthorized billing, with no chance to cancel my account. I created an account through a work email. Unfortunately when I left the job, I forgot to cancel my account. Tried to cancel, but nobody answers the customer service line, or calls back. Only through badgering the sales line did I finally reach someone. Despite 3 separate sales people promising I would receive a refund, the accounting team now refuses to do so, instead sending snarky emails asking if I can prove a coworker promised me a refund.As you can see by the other complaints, this is how they operate. Odds are if youre here, youre already in a similar place. But if not, avoid at all costs.

    • Initial Complaint

      Date:05/07/2024

      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.
      I started a free trial with SmartSheet in September of 2023. I canceled before the trial ended. Since that time I have tried on MULTIPLE occasions to cancel my account. I continue to be charged $9.56 every single month. When I contact them to follow up, they tell me my account is a trial account and ignore the fact that they are charging me. I have canceled my account and they still are charging me.

    • Initial Complaint

      Date:04/03/2024

      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.
      I was charged without my consent by Smartsheet on February 24, 2024 for $979.88. My credit card was linked to a company account from January 2023. At my company, we have not used the Smartsheet account since mid last year. After seeing the charge, I reached out to Smartsheet requesting that they locate my account based on the 4 digits of my credit card and date charged and they found that the email associated with the account is someone that is no longer an employee with my company. I asked that the account be canceled immediately and I get a refund for the annual fee as I was not alerted of the autorenewal. Smartsheet responded that they canceled the account but do not provide refunds as they alerted the account 30 days prior to renewal. The email address associated with the account is no longer active so they received a bounce back saying the email was inactive and still proceeded to charge my credit card.

    • Initial Complaint

      Date:03/24/2024

      Type:Product 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 have contacted the *********************** multiple times and requested cancellation. I continue to be charged. This has been ongoing for several months now.

    • Initial Complaint

      Date:03/22/2024

      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.
      I have made multiple attempts since November of 2023 to stop payments on this product. They never email back and the phone number tells you to email. There is not way to contact this company.

    • Initial Complaint

      Date:10/20/2023

      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.
      I had previously worked with this company and have paid them for services in the past. They attempted to invoice me for 2023 online services. I reached out right away and was told that I couldn't cancel or change my service. The company then did agree to let me downgrade to a lower level plan. I wasn't able to get into the system to do what they requested because they had cut off access. This has been months ago and they are still currently billing me even though they aren't providing any service and blocked access to my account.I don't need access to my account (and would be very happy to never deal with Smartsheet again) but there has to be something illegal about charging for services that aren't being provided.I asked for a log-in user tracking history to share with you. They have not provided that. I will also attach the screen shot to show that there is no access to their site but they are still invoicing me through the current period. I haven't had any access since this spring.

    • Initial Complaint

      Date:10/17/2023

      Type:Product 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.
      Unethical billing practices. We received a bill via email on 10/06/2023, dated dated, regrading a subscription renewal. ************** called and emailed Smartsheet on 10/06/2023 requesting to either cancel or downgrade licensed users. After several attempts never heard back from Smartsheet. Finally received an automated response on 10/16/2023 that per their policy they require a 30 day notice to cancel or downgrade services. Therefore, our subscription would automatically renew for an entire year. Smartsheet refuses to have an account representative call to discuss invoice and charges. Our only recourse is to complete an online form and wait for an automative response. Smartsheet has made no attempt to bill or notify the company, **************, of this renewal in a timely, professional, or ethical manner. In an attempt to force an additional billing cycle. Smartsheet has made no attempt to notify the contract owner or accounts payable contact that have on file for **************, of the upcoming renewal or invoice due date until it was passed their cancelation policy agreement.The resolution I seek is that the license is completely terminated and no money is owed to Smartsheet for a renewal.

    • Initial Complaint

      Date:09/26/2023

      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.
      Smartsheet has been double billing our business since July 2022 for the amount of $96.00 each time. I have submitted proof to Smartsheet but they continue to double bill. I have spoken to numerous people at Smartsheet, some say they can't find the account, other just switch me over. The last person I spoke to was ***************************** in Feb 16, 2023. He has not resolved the issue yet.I went to my bank to stop the double billing. **** of America allowed me to dispute some charges not all and removed them temporarily only to recharge our checking account. Please help us retrieve the over payments. We are a small company and every ***** counts. The company owes use $1,440 in overpayments.Smartsheet is using our checking account number for autopayments so I am unable to stop or block the charges.

    Smartsheet.com, Inc is NOT a BBB Accredited Business.

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