Complaints

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

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  iSecretShop

  Mercer Island, WA 98040-3912

• 

  iSecretShop

  PO Box 1212 Kula, HI 96790-1212

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:02/26/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 was removed from the shopper platform with no explanation and when I called and emailed to try and understand what happened the co-founder told me to stop contacting them and claimed I had made numerous accounts with them, which I had not, and instead of having a conversation to see if this was an error he was rude and refused to help.

  Business Response

  Date: 02/26/2025

  We do not comment on internal fraud investigations.

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22994632
  
  I am rejecting this response because: there was a point when I was required to provide my ID to verify my identity due to an issue confirming that I was who I claimed to be. Additionally, in my most recent email, I inquired about the status of my platform access and the merged profiles issue. In my email, I explicitly stated that I had not created multiple profiles and requested clarification, as I was concerned that my account may have been hacked or compromised. However, there was no effort made to help me determine whether my account had been compromised. This raises serious concerns about the platforms security, which is further demonstrated by the fact that I had to provide my ID for verification.
  During my most recent exchange, COO ****** refused to assist me in understanding what was happening. Instead, he falsely accused me of fraud with no evidence, blatantly lied, and was openly disrespectful. All I wanted was an explanation for why my jobs had disappeared. Furthermore, a client I work with through this app informed me that the platform itself restricted my access, yet ****** falsely claimed that multiple clients had done so. 
  As someone who takes my mystery shopping role seriously, all while trying to navigate my health issues, this treatment is especially insulting. I am simply trying to work, and I have received high praise from multiple agencies regarding my work ethic and performance. To be dismissed in this manner, without any justification or assistance, is completely unacceptable.
  Sincerely,
  
  ****** ******

  Business Response

  Date: 03/12/2025

  We do not comment on internal fraud investigations.
  

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22994632
  
  I am rejecting this response because: there was no fraud from me on this platform
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 03/19/2025

  This is now my third response to this complaint - and we will not issue another - We now consider this harassment by both the BBB and the the complaintant. As we have now stated twice before: We do not comment on fraud investigations. Do not contact us again.

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 22994632
  
  I am rejecting this response because: as you can see the *** ****** is unhinged. If you dont want a response from BBB dont respond then. I didnt commit fraud but I did report you here because you are a liability for your business. There is and was never any fraud and I was discriminated against by the *** ******. I was given zero opportunity to discuss the concerns the so called company stated. Its funny how I was kicked off the platform after emailing many times about the issues this app has. Clearly they dont want anyone to complain about any of their issues but their app is crappy software. Ill continue to respond because you need to be reported to the BBB so people know to stay away from this company. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:05/31/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 was using the I secret shop platform. I was dealing with a technical issue and I notified support. They permanently banned me from the platform. They beat me down to a lie. They said I had gotten ugly and unprofessional with 4 providers and got banned from doing shops for them just in the past 14 months. Bologna bologna *******. I am aware of those I admit to a couple providers but not 4 and not in 14 months. I remember incidents but it wasn't in relation to a shop listed on isecretshop and therefore they have no jurisdiction and it's none of their business

  Business Response

  Date: 05/31/2024

  This person is a lunatic, and our General Counsel is currently exploring actions to protect ourselves from him. He has made physical threats - and was nuts enough to do so in audio recordings, as well as in writing.
  
  This person has never worked for us. This person is not a customer of ours. We have no relationship with them whatsoever.
  
  Evidently, they have used our software. Along with approximately 1.2+ million other people.
  
  They have sent threatening messages to us and to our clients, they have sent messages saying they intend to "self-harm," and they have sent messages saying they they are "mentally ill" and in need of help. They have apologized for their "rude, aggressive and unprofessional" behavior, then minutes later, sent more messages threatening us.
  
  And I must say, as an authorized representative of our business, that I resent the s*** out of the fact that any freaking lunatic on earth can apparently log in to your website, file a complaint from the basement of a mental institution, and somehow compel a legitimate business with no relationship whatsoever to this nutcase, to have to respond to it - lest we suffer some sort of detrimental affect on the BBB's rating system. This person has been placed on a "Do Not Use" status by FOUR different clients of ours. All for the same reasons: "Rude," "obnoxious," aggressive," "threatening."
  
  I have written correspondence from this whackjob that I will GLADLY share with the BBB, (numerous messages) as well as an audio recording of him threatening physical violence, threatening intentional defamation, and promising to file reports with an entire alphabet of organizations including you (the BBB), the **** the **** (hard to understand him whilst he is raving on the recording). And now I am dealing with you.
  
  Dismiss this nonsense. Or better yet, publish every single word of my response. And publish the poor soul's name as well (as I am sure you will publish our name) and then I will post every single message we received from him, as well as the recording he just left us, threatening to attack us, and we will include the BBB in our next steps.
  
  Mental illness is serious. We are sensitive to that, and wish everyone the best of health and support. And at the same time, we cannot be subject to the whim and whimsy of anyone with access to a keyboard.

  Customer Answer

  Date: 06/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I sent a final email of surrender after contacting BBB. I had car drama a few years ago then car drama again during COVID-19. I tried to ease back into mystery shopping because I knew if I took on too much or a shop went bad I could turn to attack the shop providers. Citing my health issues and being too tired to fight and recognizing I may have been overconfident and then set off again by a little drama, I am no longer willing to make additional drama or report to any other agencies. This behaviour isn't what I believe in and I'm trying to seek God's help to change and leave best wishes for the company.

  I accept the ban without any hard feelings. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/07/2024

  Type:Product 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 have performed about 10 different projects for iSecretShop. I also do the same type of project for about six other companies so embarrassingly enough I do not keep very good track of my income from any of the companies but the most recent set of projects I did for iSecretShop bring up a total $150. Combined with a set of four projects I did back in March that they owe me $60 total for all in all they owe me between two and $300. I have scoured my bank account and PayPal accounts in an attempt to hopefully find where they had paid me, but they have not, I emailed this morning and got a reply from someone named **** who was more than a little bit smart in his reply, saying that they had paid me for every single one that I had completed. And then he closed the complaint without it being resolved, I emailed again to tell him that it was not resolved, and I got a reply from a different customer service representative saying that they had tried to pay me but that it got kicked back from PayPal/Venmo. Meaning that I had the wrong phone number or wrong email address in my account with **********************. Then he made mention that I had changed my phone number with iSecretShop yesterday. But I asked him what that could possibly have to do with money that I should have been paid in January February February March, April, and the last one of $150 says that it was paid out on May 3 but I dont have that money. I read reviews saying that apparently this is a problem with iSecretShop . And that the customer service representatives are extremely rude And not helpful. Well, Im here to tell you those were right. I guess the owner is the same way according to other reviews she will just ban you instead of settling your dispute. I need help getting my money. I can list dates amounts companies worked, and whatever is necessary, but I need my money.

  Business Response

  Date: 05/08/2024

  This person does not work for iSecretShop and has never worked for iSecretShop.
  
  iSecretShop is a software company. We employ developers, programmers, data scientists, system administrators. This person is a mystery shopper - an Independent Contractor who performs Mystery Shopping work for several Mystery Shopping companies that use iSecretShop's software.
  
  When this person registered in the system, they chose Venmo as their Payment Method and they entered their Venmo Phone Number into the system incorrectly. Beginning in January of this year, they began performing mystery shopping assignments for several companies. Every one of those companies remitted payment to her, on time and in-full, using the payment method this person established. However, since she provided them all with invalid info, ***** was unable to deliver the payments.
  
  Apparently, late last week, this person then realized their Venmo payment information was incorrect, corrected it, and reached out to iSecretShop about the status of their payments. One of the companies involved, Prism Intelligence, researched and confirmed that her payments needed to be re-issued - and promptly informed her that they will be re-issued (to the now-correct account) in the next payment cycle.

  This person then demanded that iSecretShop pay her for the work she had done for two other companies (360 Relay and BARE International). We explained that we had no authority or ability to remit payment to her on behalf of a different company, for work she did under contract with a different company, and that we did not owe her anything, and she was directed to contact the other companies as they are the only ones who can make payments on thier own behalf. Currently, despite having this explained to her four different times, this person is still demanding payment from iSecretShop  - a company that she does not work for, has never worked for, and that does not owe her any money. The businesses that do owe her money are highly-reputable with outstanding industry reputations and I am certain that if this person ever contacts them and informs them of the issue, they will research their own financials, confirm that they were originally given incorrect payment information, and correct it to get her paid. But this person must contact them. Our role in this is software. We are tech support of an enterprise system shared by Mystery Shoppers and the Mystery Shopping providers who use it. This person worked for 360 Relay (a completely different, unrelated company) and BARE International (another completely different and unrelated company). And again, PRISM intelligence (yet another company) has already queued her up for payment re-issue.

  I appreciate the BBB's involvement as we hope that a third party intermediary might be able to explain to her what we have tried and failed to: She is demanding payment from the wrong business. She has never worked for iSecretShop.