Complaints

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

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  Digital Reflection Panel

  200 Ludlow Dr Ste E Ewing, NJ 08638-2427

• 

  Digital Reflection Panel

  685 U.S 206 Suite 204 Readington, NJ 08870

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:02/13/2025

  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've had this for about 4 months. I installed a certificate on my laptop. Recently I reset my laptop due to slow internet and random installation problems. After reset I was unable to connect to MC Edge. I got a privacy error. Only fix was to unplug the tracker box and do a network reset on modem/router and in pc settings. I want nothing to do with this company except my money earned due to my troubles.

  Business Response

  Date: 02/14/2025

   

   

   

  I am a manager with Digital Reflection Panel.  Unfortunately we have no means to send replacement equipment to panelists.  We have added funds to ****** reward account so there is enough to allow his final redemption  He can log into his account and redeem his rewards today.  The account will be closed tomorrow morning.  I left a message on his voice mail with the same information.  Thank you. 

  Customer Answer

  Date: 02/14/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:09/24/2024

  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.

  THE $50 REDEMPTION POINTS THAT WAS PROCESSED ON 09/09/2024 WAS SUPPOSE TO BE ADDED TO MY ****** BALANCE ************ WAS NOT ADDED TO MY ****** BALANCE ACCOUNT.

  Business Response

  Date: 09/25/2024

   

   

  To whom it may concern,

   

  This panelist redeemed for $50 into their ****** account on 9/9/2024.  Panelists are told payment to the account will occur in 14 days. The funds were not deposited by 9/23/2024 as they should have been.  Our vendor had a problem with all ****** rewards that caused the payment delay.  We emailed this panelist on 9/23/2024 explaining there was a problem with our vendor getting the rewards to ******* The email communication explained that we were working with our reward vendor to provide all past due ****** rewards.  The email noted, all payments would be made by the end of this week (week of 9/23/2024).   The ****** payment was made 9/24/2024 and the ****** transaction ID is *****************.

   

  Thank you,

  *** ********

• Initial Complaint

  Date:02/23/2024

  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.

  I answered to a survey with this company back the first week of January ************************************************************************************** watching shows. Installing the meter, I was going to be credited $20.00 and monies credited thereafter. I had a problem installing the meter that it caused me to have ******* come out to get my services back in order. ******* said that this meter would cause havoc and to contact the company where i got the meter to return it. I went to *** thinking I could just get a label to return this meter back, but they told me it would cost me $25.00 to send it back, and they felt this was unfair for me to pay such a price, when its Digital Reflections responsibility to sent me a label to get their meter back. I have done numerous calls and emails to get a label to get this dam meter out of my house to Digital Reflections, and constantly all i get is for me to leave a message, and when they do call, I am not home and when i quickly call back, their office is closed. This to me is a fraud company, and i just want this meter that i have already packed out of my house, or will I be forced to throw the piece of s*** out.

  Business Response

  Date: 02/26/2024

  The panelist joined Digital Reflection Panel mid-January 2024.  We shipped the meter 1/19/2024.  The meter tracks internet usage and is not tracking any information from the television.  We made an initial call into the household on 1/27/2024 to assist with the meter install.  The meter has never been installed in this account. On 1/27/2024 we received a voice mail noting there was a problem with the meter and *******.  We do not know if the panelist attempted to connect the meter to something related to the television or to the modem.  The panelist was quite annoyed and wanted to bring the meter to *** and return it.  We attempted to return this call on the 27th and could not reach the panelist.  The panelist called three additional times 1/30/2024, 2/13/2024 and 2/21/2024. In all instances the panelist was quite annoyed and wanted a return envelope.  We did attempt to call the panelist back after all these messages. In addition we emailed the panelist explaining we would unsubscribe the panelist and send the return mailer. 
  The director of ****** Services did call and reach the panelist on 2/22/2024. On that call the ****** Services Director explained that the return mailers are sent out in bulk and she should receive the mailer by *****.  The panelist never mentioned any problem with the meter installation or ******* on these calls.
  The meter is the property of Digital Reflection panel and we would like it shipped back when the return mailer is received in April. 

  Customer Answer

  Date: 02/26/2024

  
  Complaint: 21337037
  
  I am rejecting this response because: It's ridiculous that this company waits 3 months to want their equipment back, and it cost me $100.00 for a tech from ******* to come out and get my services back up and running, which ******* and I agree that Digital Panel should be held accountable for this expense that  I was imposed upon, because of the meter that screwed up my all triple play system
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 02/28/2024

  We apologize for the frustration the panelist has due to the delay of receiving the return envelope.  As noted we mail out the meter return information and postage paid return envelope every couple of months.  The next batch will be sent in April.  The meter return process is very simple and free from charge. 
  The panelist never installed the meter.  Since the meter was never installed it never transmitted data through the router.  Since the meter was never connected to the router there is no means for the meter to have impacted the router.  We have many panelists with ******* Xfinity that have the meter installed and transmitting daily without a problem.  As previously noted the panelist never contacted us about a problem installing or a problem with their internet service provider. 
  
  

• Initial Complaint

  Date:10/06/2023

  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.

  December 2022 I told them I was moving. They said my account would be deactivated and I wouldn't have access. I redeemed my ***** **** card immediately upon finding this out. They began sending me emails about their equipment some of them VERY NASTY!!! I explained I'd just moved and would find the equipment and send it. I asked about my reward that I had redeemed, they wanted the specific date, redemption # and amount. I was only able to provide the amount, I'd moved and everything was disorganized.Each time they sent me an email about their equipment, I asked about my reward. They said we'll see what we can find and have someone call you. Never happened. Then the emails became threatening. The equipment is the Property of Digital Reflection and we want it back. Again I asked about my reward, again they put it to the side.I sent them a receipt and tracking number (from the post office) informing them I had returned their equipment (they had sent me another nasty email). Today they told me cards expire 6 months, so we can't help you. Get in touch with prepaidigitalsolutions and see if they can help but we doubt it because it's been 9 months I told them each time y'all asked me about the equipment, I asked about my reward card. I told them you should have put the effort in finding my card the same way you harassed me about that equipment.This company needs to be investigated,. I told them I'm sorry I ever got involved with them and I am more than happy to give them a review on ******* They are liars

  Business Response

  Date: 10/10/2023

  This panelist joined our Panel plugging in the internet meter in October of 2016.  The panelist remained Meter and survey compliant about 98% of the time until December of 2022.
  The panelist sent an email to us on ******* 25,2023 
  I'm moving from LaFeuille circle Apt and Im staying temporarily in a Airbnb.
  I'm not sure when I'll get my permanent address.
  How do I return the equipment to you?
  Our Policy is to respond with the following email to confirm the resignation and ask the panelist to redeem.
  We sent an email saying, We have received your request to unsubscribe your household from the panel. We regret losing you as a valued member of our panel. We value your contribution,and we recognize your participation is always voluntary.
  
  We will be resigning your household from the Digital Reflection Panel by start of business tomorrow. Please note that you will no longer be able to log in to the panelist website after we resign you and you will forfeit all rewards in your rewards account. Amounts under $50 have no redeemable value.
  
  Please keep your meter, power cord and ethernet cable handy so that you can mail them back to us. The return process is easy and convenient, and all shipping costs are prepaid.
  The panelist redeemed her final $50 reward ******* 25,2023
  
  In April of 2023 we emailed the panelist that the return mailer was on its way.  The panelist mailed us a new address for the return mailer to be sent.  In those communications there was not mention of the reward
  In July of ************************ response to our communication that the meter return mailer was on its way because we sent a second one after receiving the address update in April. The panelist at that time confirmed her new mailing address and asked us about her reward that she redeemed in ******* 2023.  All rewards are valid for 6 months which is noted on the rewards. We asked for the confirmation number for the Digital Card she did not receive.  She received the confirmation number in an email when she redeemed the reward in *******. The confirmation email is not related to her Digital Reflection account access.  The confirmation number was never sent to us.  When someone does not respond with the confirmation number, we assume the reward was received. A copy of the email sent by us alerting of the mailing is noted below.  The email is not intended to threaten the panelist.
  September 8th an email was sent to all panelists that did not return the meter.  That email is routinely sent to try to obtain the meters.  A copy is noted below for your review.
  The panelist emailed Digital Reflection September 12,2023 and October 5,2023 asking where the reward was.  In response to both emails, we informed the panelist that the rewards lasted only 6 months.
  Our organization uses an outside vendor for all redemption.  Unfortunately,we are not able to change reward time frames or reissue rewards outside of those time frames.
  
  Email sent July 27th noting the return mailer was going to be sent.
  In the next week to ten days, you will be receiving the materials needed to return your internet meter, power cord and ethernet cable. The materials include a prepaid envelope and instructions for return. The return process is easy and there is no cost to you.
  Please return the internet meter, power cord and cable within a few days of receiving the materials.
  If you have questions about the return process or if you cannot locate one or more of the items to be returned, please contact us.
  The Digital Reflection Panel Support Team
  
  Email sent September 8th.
  
  Dear {!Contact.FirstName},
  A few weeks ago, we sent you an envelope and instructions to return your internet meter. We have not yet received your internet meter.
  If you have already mailed back your meter, thank you - we'll be looking for it.
  If you have NOT mailed back your meter, we appreciate your returning it within the next few days.
  Just follow the instructions we previously provided and use the prepaid mailing envelope we sent to you.
  REMEMBER: The internet meter is the property of the Digital Reflection Panel.
  We appreciate your cooperation in returning the internet meter. If you have questions, please contact us.
  The Digital Reflection Panel Support Team
  Have Questions?

• Initial Complaint

  Date:08/15/2023

  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.

  My payment says it has been fulfilled on this website it has not reached my account so how can it be fulfilled only thing I want is the $50 sent to my PayPal and an understanding of why this says in order for field when I have not received it yet so this has not been fulfilled I just want them to send my money that is all

  Business Response

  Date: 08/17/2023

  Your recent reward redemption request for PayPal credit has been delayed even though your redemption may shows a status of Fulfilled on our reward partner site.
  Normally,your PayPal credit is deposited in your PayPal account within 2 weeks of redeeming your reward dollars. Our reward partner (Merit Incentives Europe Ltd)and PayPal have identified an issue in processing recent requests and are working diligently to fix it. Therefore, it will take longer for the credit to be reflected in your PayPal account. Please look for the credit during the last week of August - between August 24 and August 31.
  

• Initial Complaint

  Date:12/05/2022

  Type:Customer Service 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.

  THEY HAVE MONEY THEY OWE ME BUT WILL NOT PAY ME THIS IS NOT RIGHT WHAT THEY ARE DOING HOLDING MY MONEY THAT IS OWED TO ME

  Business Response

  Date: 12/05/2022

  We appreciate you reaching out to Digital Reflection Panel.  All of our recruitment and frequently asked questions document that all rewards can be redeemed once you reach a total of $50.00 reward dollars.  In addition, the documentation as well as the reward site, note all reward redemptions can only be made in increments of $50.00.  The communication sent when the panelist was going to be resigned states all rewards under $50 have no redeemable value.   We have no means to make a payment for under $50.00.  Thank you,

  Digital Reflection Panel

  Customer Answer

  Date: 12/16/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  

  From: ************************* <*************>
  Sent: Thursday, December 15, 2022 8:38 PM
  To: **************************************************
  Subject: HELP ME ON BBB of ********** in regards to your complaint #********.

   

  NO THIS DOES NOT SOLVE THE MATTER ON THE COMPLAINT #******** I NEED TO BE PAID THE WHAT IS DUE TO ME WITH EXTRA DEW I WANT ALL THE HELP YOU CAN GIVE ME 

  I PRAY OVER THIS NOW WITH GIVING IT TO ***** NOW 

  
  
  Regards,
  
  *************************

  Business Response

  Date: 12/27/2022

  ******************,

   

  In your account after the account was resigned was $20.  All the documentation presented to you when you joined and through the six years while you were a member clearly noted that rewards under $50.00 have no redeemable value.  We have no means to redeem $20 for you because rewards under $50 have no redeemable value.  We appreciate your membership and wish you a Happy and Healthy New Year.

  Customer Answer

  Date: 12/28/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  

  From: ************************* <*************>
  Sent: Monday, December 26, 2022 3:00 PM
  To: **************************************************
  Subject: #********. WANT HELP

   

  WANT AN OBERTRATION DONE ON THIS CASE PLEASE CONTACT ME ***** AT LANDLINE ************

   

  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:10/06/2022

  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 joined the Digital Reflection Panel study in August. This involved connecting a box to my internet and letting them monitor usage (according to the company) for monetary payment. I would then be expected to download what they claimed to be an 'update' for payment as well. After downloading this update, both of our laptops have been rendered unusable and we have had to factory reset, losing important files and memories and causing a mental toll. I would like some sort of compensation for the hours spent trying to fix THEIR mistake.

  Business Response

  Date: 10/28/2022

  The Digital Reflection Panel does require panelists to download a certificate to qualifying devices.  This requirement is covered in the FAQs which can be reviewed prior to joining.  We have had this process in place for 6 years and to date have not heard this type of complaint.  If there is a problem we can easily remove the collection done by the certificate. We attempted to reach this panelist multiple times to remove those certificates from the devices with problems however the panelist did not answer our calls or respond to our  voicemails.  If the panelist had responded to our calls we could have resolved the problem very quickly. 

  Customer Answer

  Date: 10/28/2022

  
  Complaint: 18180164
  
  I am rejecting this response because:
  They would have been unable to remove the certificates they asked me to download, as the certificates rendered our computers unusable.  We could not get them to restart.  Therefore, they would have been unable to access the certificates.  That was my reason for not returning their calls.  The only thing that can be done to rectify is for them to send compensation.

  
  Regards,
  
  *************************