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Business Profile

Video Editing

ScreenPal

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Video Editing.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/18/2022

    Type:Product Issues
    Status:
    Answered
    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 am an educator and signed up for the educator price of $20 for the year, but I was charged ***** for the membership even though I reviewed the bill that I was going to be billed on the day I purchased my account and it said the $20 something amount. Once I saw what I was billed, I went into the app to see what membership I had, and I clicked on another membership level to see if that was the one I originally wanted, but it automatically upgraded me to that level and charged another ***** immediately. I then reached out to the company. I wanted to call their customer support number, but they do not offer a phone option, so I sent an email on July 29, 2022 telling them that I was supposed to only be charged the $20 membership and would like a refund. Right away I received an automatic reply saying, "Hi ***************************,Thanks for reaching out to Screencast-O-Matic! What's Next:Your request has been received and will be reviewed by our support staff during our business hours (Monday - Friday, 9AM - 5PM PT). We are experiencing an extremely high load of incoming requests currently. Please bear with us while we manage the high volume!" and that my ticket number was ##******##.When I didn't hear back from them, I filed another ticket with them (##******##), saying the same thing, and I received the same automatic reply. As of today, August 18, I have not received any communications back from them concerning either of my tickets.

    Business Response

    Date: 09/09/2022

    Unfortunately this customers tickets got inadvertently closed.  We have now responded back to the customer and refunded fully.

ScreenPal is NOT a BBB Accredited Business.

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