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:12/12/2023

  Type:Sales and Advertising 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.

  On October 23, 2023 I was charged for a service I had agreed upon. I was hiring a ******* assistant however after trying three assistants they all either "didn't show up" or "fell asleep" during the training. I was promised each time a new hire who would be a better fit however we never got past two or three days before running into problems. I was billed for the month and when I requested the refund I was only offered another virtual assistant.

• Initial Complaint

  Date:02/02/2023

  Type:Billing 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.

  HI I have been trying to reach them prior to them billing my credit card and since they billed my credit card but have had two people call back to say someone else will call me back but they never do.I cancelled my service and was paid up till the end of January, but they would not provide the support i paid for. I also emailed and called prior to the months end to make sure they did not bill my CC for February but they did anyway.

  Business Response

  Date: 02/16/2023

  The original requests for a subscription refund were rejected due to our TOS policy (*********************************************************************). According to our communication log, we made an appropriate amount of attempts to provide training, as well as provided access to resources for self guided training (******************************************************************* , 
  ********************************************************************************************). We provided alternate options to contact support and found no record of any support requests going unanswered prior to the refund request. 
  

  We are currently in conversation with the customer regarding revisiting the refund request. 
  

  Here is a log of the interactions POST LAUNCH and PRE CANCELLATION REQUEST:
  7/29/21 - a Brivity Success rep reached out to schedule a training call and account overview, no action was taken by the customer
  7/30/21 - An email was sent with a list of training sessions for new customers
  11/17/21- Support ticket was resolved, which included IDX training resources and an invite to our training webinars and recorded videos
  1/24/22 - Support inquiry re: calls showing as spam was addressed and resolved
  3/16/22 - A new success rep reached out to re engage and attempt to schedule training and invite to webinars
  5/31/22 - Success rep followed up on the training request since they had not heard from the team
  4/25/22 - Support took 1 13 minute call & 1 8 minute call 
  5/2/22 - Success rep follow up again on training because there was no engagement from the team
  5/18/22 - Platform billing error was refunded and resolved
  6/2/22- Success rep followed up on training because they had not received a response or scheduled with them 
  6/22/22 - Support took a 14:53 min call 
  6/22/22 - Support sent training documents and resources
  6/23/22 - Success rep left voicemail for team 
  6/23/22 - Success rep emailed to request a call get scheduled
  6/6/22 - Success rep left 1 voicemail and then connect with customer for 8:31 min, followed by an email 
  6/6/22 - Our retention team reached out by email where discussion of cancellation started
  
  

  
  

• Initial Complaint

  Date:01/18/2023

  Type:Billing 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.

  On April 13, 2022 a yearly charge came through for a year's subscription to Brivity ($3569.90), followed by a monthly charge of $349.99 per month being charged on May 13, 2022. In July I requested to cancel my service and asked for a partial refund, and from there we stopped hearing from Brivity. After several emails and weekly calls and voicemails left for ***************************, the last person who stated they'd be in touch with us after speaking with their leadership team, we still have not heard back from anyone. I would like this to be resolved with a refund issued for my non-use of their service and all ties severed before I am charged again.