Complaints

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

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

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  Smartsheet.com, Inc

  10500 NE 8th St Ste 2000 Bellevue, WA 98004-4357

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  Smartsheet.com, Inc

  500 108th Ave NE Ste 200 Bellevue, WA 98004

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:07/09/2023

  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.

  Smartsheet has a policy in their agreement that states SeaStar Medical must cancel 30 days prior to the renewal or it will be another 12 month license and thus charge. I reached out to them about 15 days prior and they stated that it would have to have been done 30 days and we would be charged. This is much like business model of home security systems and I believe it is completely unethical as well as not good business practice. This is like forcing customers to stay with something they don't use. The resolution I seek is that the license is completely terminated and no money is owed to Smartsheet for a renewal.

• Initial Complaint

  Date:07/06/2023

  Type:Order 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.

  We had an account with Smartsheet that was specific to a particular contract. The contract ended in February 2023, so when we received an invoice dated April 16, 2023 and due on June 15, 2023, we proceeded to cancel the account immediately. With communication issues on the part of Smartsheet, we had our official cancellation logged on April 20, 2023. The company was primarily dealing through email and their website, making phone communication almost impossible. We were told that since we did not give 30 days notice before the start of the new contract year (officially April 17) we would have to pay for the entire year even though we had no use for the product. In addition, we received the notification of renewal one day before the start of the new contract with a due date two months later, with no previous notices. Having cancelled as soon as we received the renewal notice, we requested that the account be cancelled immediately. After multiple attempts to cancel, we offered to pay an extra month of service (which we would not use) to be accommodating, explaining we are small business and unable to pay for a service for an entire year that are not using. We were told they understood if we didn't pay but they could not override the system. We have never missed a payment in 30 years of business and never filed a complaint against any business prior to now.

• Initial Complaint

  Date:04/28/2023

  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.

  We are already customers of Smartsheets. I set up a free trial to learn about another platformowned by ********************************* I was told (prior to setting up the free trial) that we weren't charged per employee, only licensed users of the system. I was told that any work completed within the free trial would transfer to the paid plan if we purchased it. So I put in time setting it up. When I felt the plan would work for us I let them know and at this point they tried to sell me on a higher "Advanced" plan which would include ALL Smartsheets products and support. I looked into the pricing a bit more, and when I finally came to the conclusion that instead of costing me $3k for a year of R.M. they were trying to sell me less than half a year of Advanced (all platforms) for $4K, with a $10K renewal in September of the same year leading to over $14K spent in a single year. I told them that was out of budget and I was only interested in ******************** At this point I believe they were upset that they couldn't make the larger sale, because I couldn't get them to send me the Docusign for just ******************** I was finding it hard to just buy the one single product I was interested in without committing to the higher plan and spending $14K! I finally got the contract, but NO ACCESS to ******************** I was not given new login info and log in with the free trial said it had expired! It was weeks before I got a login, and at this point I had to start COMPLETELY OVER! They didn't link my free trial account to the one I purchased. When I asked why I was told I COULD PAY FOR SUPPORT! Now they say I have to pay for each employee, not just licensed users making this system potentially unaffordable and that was not what was originally discussed!!!! HELP! I made the purchase almost a month ago and cannot use it!