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:06/08/2023

  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.

  I attempted to purchase the Gold Baptist package and have the agent add it to my account for the installments option. I was informed that I couldnt do this considering a credit limit placed on my account. I am not behind on my account, and upon a previous purchase 2 weeks ago I was given the option on adding the installment on a previous package that I refunded. Upon explaining this to the agent he was still unwilling to honor the previous offer to adding the package to my account.

  Business Response

  Date: 06/29/2023

  Hello,

  We are sorry to hear that this experience did not meet your expectations. There are multiple factors our teams use to review a customer's payment plan eligibility. We reached out to you personally to answer your questions about this matter. We look forward to your response. 

  Kind regards,

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

  Customer Answer

  Date: 07/02/2023

   
  Complaint: 20163291
  
  I am rejecting this response because: I have not had any response or reach to me by phone or email about this issue.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/24/2023

  Hello **************,

  We reached out to you via email on June 29, 2023 asking if you would like to set up a phone call to discuss this in detail. Your email response on July 1st, 2023 did not indicate a desired next step. 
  
  One of our payment plan requirements is that payments are on time and automated, and on occasion if this is not possible due to a situation that comes up, that you reach out to the accounting team to set arrangements in advance. There were a couple of hiccups with the current plan which caused a credit hold, but payments since these issues have met our expectations. Our team has removed the credit hold preventing orders on payment plans for you. If something comes ** in the future, please reach out to our team at **************, option 3 and we would be happy to work out arrangements for you.

  Kindly,

  *******

• Initial Complaint

  Date:02/01/2023

  Type:Delivery 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.

  In August of 2021, I enrolled as a student at ****************. Upon acceptance to the seminary, I was instructed by the school to call Faithlife and order their Logos academic package (Bible software) and because of my school affiliation, I would receive a 30% student discount. I spoke with "****" on 08/19/21 and told him that I was recently accepted into the Master of Theological Studies program at **************** and the school advised me to call to order my Logos academic package with a 30% discount. **** confirmed that the information the school gave me was correct and I purchased Logos 9 Platinum. I am in my sixth semester at Gateway and was given a list of academic resources to use for my hermeneutics class. My professor informed me that most of them should be included in my Logos Platinum package. When I checked, none of them were included. I scheduled a Zoom call with my professor and to our surprise, he discovered that I was never given the academic package (needed for seminary work). I was given a Platinum "Reformed" tradition package that did not include any academic base package at all. I spent $1,529 to purchase a package that is useless for academic seminary work. My professor helped me go over the current Logos packages that are suitable for seminary work and discovered that it would take another $1,575 to upgrade to the correct academic package, the one I should have received originally. I contacted Faithlife and they said that my order was placed beyond the 30-day return/exchange policy and I had to spend another $1,575 to order the correct package, even though their salesperson did not give me the correct package originally that the school recommends. I should not have to pay a large sum of money to correct their initial mistake. I don't know anything about their software, the salesperson should have known what academic package the school recommended and directed me to it. He gave me something else that is unusable for academic work.

• Initial Complaint

  Date:08/30/2022

  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.

  I Purchased their Logos software, upon downloading, there wasnt much help learning the software, very dry information online. I seen a book a call session on their site, and scheduled a time. ****** reached out before the session and asked for the purpose of the demo, after I responded explanation of the software, he canceled the appointment. He referred me back to their website to review tutorials. He noticed I was a paid customer, and the call wasnt worth his time, assuming he or the company rather invest that time to gain new paying customers than doing their best to care or answer questions for the ones they have as well. Poor customer service, for a company operating in the Faith space.

  Business Response

  Date: 09/09/2022

  We were able to connect with this customer on 9/2. During this time, we provided information on how to use the software. We reviewed notes, notebooks, media tool, and sermons. This was a positive outcome for the customer, and they left with a better understanding of how to use Logos.
  
  The nature of the complaint came with an online interaction with a member of our Sales team in which the customer felt no support was provided because no additional purchases were going to be made. This has been addressed with the representative and clear expectations have been set around customer onboarding. 
  
  In response to this claim, we have evaluated our process for new and existing customer onboarding, training, and support. Tell us why here...