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:02/27/2025

  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.

  Contract signed 1/28 and requested cancelation 1/30/2025 because it seemed to be silence in communication and I originally mentioned my needs are urgent. I received messages from ***, Rhommelyn Filipinas, ****** *., and finally ****** ********* who assured me that they were working on my request, but it still seemed to take days to get responses. I finally interviewed three candidates on 2/8 and selected **** **** who was selected only to resign three days after starting. I was assured by ****** that Virtu desk employees were trained professionals. My experience did not reveal that. I once again asked to cancel this contract and was willing to get a 10% deduction from my $450 fee since they charged me for the set-up and time for **** ****. ****** who was supposed to be their top assistant manager had someone who was experienced and knowledgeable in web updating and social media marketing for products. Trying to be fair even though this candidate was 10 minutes late and did not present the requested marketing project that everyone was given, I gave an additional day for her to prepare and give her presentation the following day. I gave VERY specific instructions while ***** was on the line. The following day, I get an updated meeting request from ***** moving the interview from 2/18 to 2/19 without any communications to me. Then I find out through email he presented someone who want not a good fit. I had no more patience and asked for a 4th time for my refund only to be told it was beyond the timeline to get a refund. I paid for services I never received. I feel I was victim of being gaslighted. I just was at least 80% of my money back.

  

  Business Response

  Date: 03/03/2025

  Hello *******,
  
  We allow a refund at any time during the interview process. Once a virtual assistant has been chosen, the refund for the start-up fee is no longer ********* made the request for a refund on 1/30/2025, but you also mentioned interviewing three candidates on 2/8/2025 and selecting ****. Had you not proceeded with the interviews or picked a virtual assistant, the refund would have been granted.Therefore, it is worth noting that it was the client's choice to move forward with the process after initially requesting a refund.Virtudesk does not have control over team members who wish to leave the company; the agreement you signed was with Virtudesk and not with the virtual assistant (****).Our team would readily follow company process to find you a replacement (as outlined in our agreement as well).There was no form of gaslighting that was conducted on behalf of our staff. There will not be a refund because our team followed the process correctly and followed the wishes of the client accordingly. (Request for refund / Continued with interview process / Chose a candidate / Received work from team member / Virtudesk offered a replacement)
  
  Thank you,
  Virtudesk Team

• Initial Complaint

  Date:04/16/2024

  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.

  Im a ***************** ecosystem agent who hired this service to do some *** work. As far as ***, this has been a subpar experience and I have been misled TWICE by their management on the contract terms. I asked the original consultation person ********************* specifically about their early termination fee and he told me that if I was unhappy with the service they dont actually charge the termination fee. When I decided I didnt want the service anymore because it wasnt working out for me and the *** (who was as sweet possible) but had no experience in actually being an *** and was not actually trained in ***************** scripts as his resume said, they wouldnt honor that nor would they give me a copy of the phone recordings, they just said they listened to them on their own. I then asked when my contract would end and they replied and said April 12th. I confirmed this twice and then confirmed it again on the morning of April 16th where I have written proof 3 times that I was told my contract would end April 12th well turns out the account manager miscalculated and my contract now ends may 24th?! But they are choosing to still charge me until may 24. It is sad to have been misled twice even if the account manager made a mistake by miscalculating the date it should have never been miscalculated 3 times nor confirmed until after said termination date was supposedly to take place. This is someone elses money, time, and budget that they are messing with. The resolution I would like to see would be to be let out of the contract without a penalty and being finished with it as they stated I would be.

  

  Business Response

  Date: 05/07/2024

  Hey ********, 
  
  We have spoken with the client regarding these claims and have addressed all of this with them previously. It's important when making claims about a company to not exhibit a misunderstanding as a fact. We will respond again to their statements below: 
  
  1. ********************* is a seasoned employee with our company. There would be no reason to say what the client claimed he said. During the interview process, the start-up fee is refunded if a virtual assistant is not picked or if you decide to part ways at that time. This is different from the early termination fee that is stated in our agreement should someone cancel our service before the 90-day term. We are also submitting proof (via picture) of where the client reached out to him, saying what he said was incorrect. He responded to the client's email in January and even provided a screenshot of a text message to the client to clarify the misunderstanding they had. All of our agreements speak about both our start-up fee and our early termination fee in writing as well. 
  
  2. We do not guarantee that any of our virtual assistants are experienced. We guarantee that we will provide individuals with a professional background who will be trained in certain systems and processes associated with our client's business needs. I confirmed with our training department that the ************** had worked with did undergo ***************** scripts as part of her onboarding process. If at anytime our clients felt that the candidate they chose during the interview process was not up to par with their expectations, there would have been two options made available to them: 
  
  A. connect your virtual assistant with a subject matter expert (additional training) or 
  B. provide you with new candidates to interview. 
  
  3. In terms of the call recordings, this complaint is vague and lacks the necessary information to understand what recordings the client is referring to. The call recording of ********************* was provided, and the client responded. We will provide a screenshot supporting this. Also, please reference from claim #1 the response from ****** and the response from the client. As for any call recordings from the virtual assistant, we are not able to provide any recordings based on this because our records indicate that the client utilized a third-party system, and Virtudesk would not have access to it.
  
  4. The account manager who stated April 12th made a mistake, and she was informed of this by her superiors, and then this was communicated to the client. The agreement is valid for 90 days from the active date of the virtual assistant. As stated in the agreement, the virtual assistant went active on February 13th, which would mean that the end of service would be *** 13th.
  
  5. Virtudesk does not charge based on pre-paid hours. We will only charge our clients for the hours that were rendered, so the claim about being charged until *** 24th is not correct. If the virtual assistant is doing work, the invoice will be sent.
  
  
  As for the final resolution of being let out of the agreement without an early termination fee, this is not reasonable considering that Virtudesk performed well in all aspects of the service we promote. 
  As shown above, all claims were addressed, and all of our service protocols are stated in the agreement.