Complaints

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

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  Capterra

  1201 Wilson Blvd Fl 9 Arlington, VA 22209-2300

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  Capterra

  4350 N Fairfax Dr Ste 850 Arlington, VA 22203-1624

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:06/13/2023

  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.

  On 5/28/23 I received an email from "*******************************" at Capterra requesting me to review *****, a payment processor our company uses. It offered a $15 Digital Gift Card so I clicked the link and decided to leave a review. Upon completing the review, Capterra asked me to then review another product for an additional $5 Gift Card so I reviewed ******* - a support software our company uses as well.I received emails that the reviews were published and that I was a "high-quality reviewer" but never received a reward. Then I continued to receive multiple emails from "*******************************" asking for reviews and offering a $15 reward. I reached out to Capterra's review team to ask what the issue was and they informed me that the reviews were "organic" and had no incentive available to them. The question I raised was how I even HEARD of Capterra in the first place and left a review if they hadn't been SPAMMING me repeatedly over the last two weeks?Further research indicated that Capterra is an absolute fraud site that never pays their rewards out and simply spams unsuspecting customers into leaving content on their dodgy site.

  Business Response

  Date: 07/03/2023

  Thank you for bringing this to our attention. Upon investigation, we were able to confirm that you did receive the emails inviting you to write this review for a gift card. For tracking purposes, all recipients must use the link in the email to start their review in order to be eligible for the gift card if their review is published, but your review was not linked to any email. Please email ****************************** and we will send you a link to redeem your gift card.

  Customer Answer

  Date: 07/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Not surprisingly, Capterra never responded when I reached out to get the gift card they promised in the response.  Capterra is a predatory, fraudulent company that does nothing but produce internet spam reviews.

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

  Business Response

  Date: 07/18/2023

  We responded to the original complaint on July 3rd and offered a resolution in order to make this right. Here is our original response:

  Thank you for bringing this to our attention. Upon investigation, we were able to confirm that you did receive the emails inviting you to write this review for a gift card. For tracking purposes, all recipients must use the link in the email to start their review in order to be eligible for the gift card if their review is published, but your review was not linked to any email. Please email ****************************** and we will send you a link to redeem your gift card.

  Customer Answer

  Date: 08/10/2023

  Hi, Capterra said to email them to get the gift card.  I have done that MULTIPLE times and all they do is respond with "you're not eligible" even though the BBB response was "we'll handle this".

  I DO NOT agree with you closing this in favor of the company - they are NOT doing what they've told you they would do and are blatantly lying.

  This complaint needs to be closed IN MY FAVOR against the company because they are committing fraud and the BBB is assisting them in doing so.

  Customer Answer

  Date: 08/10/2023

  Per our phone conversation - attached was the response from Capterra offering the same runaround.

  Customer Answer

  Date: 08/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Hi, Capterra said to email them to get the gift card.  I have done that MULTIPLE times and all they do is respond with "you're not eligible" even though the BBB response was "we'll handle this".

  I DO NOT agree with you closing this in favor of the company - they are NOT doing what they've told you they would do and are blatantly lying.
  
  This complaint needs to be closed IN MY FAVOR against the company because they are committing fraud and the BBB is assisting them in doing so.
  
  Regards,
  
  *******************

  Business Response

  Date: 08/16/2023

  Our Reviews Team has emailed this person directly (to the email address he used to submit his reviews) with the link to the requested gift card twice. Our system indicates that those have been delivered. The first date it was sent was July 18, 2023 and we resent the link today, August 16, 2023

  Business Response

  Date: 08/16/2023

  We apologize if there was a miscommunication regarding the delivery of the gift card inks, however we have emailed the link to the gift card twice, once on July 18, 2023 and again this morning, August 16, 2023, to the email address which was used to submit the reviews *************** Our records indicate that both of these emails have been delivered.

• Initial Complaint

  Date:02/08/2023

  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.

  Our company has had an account with Capterra since 12/2017. After discovering December and November 2022 invoice amounts much higher (up to 100x higher) than previous months, I attempted to contact Capterra by phone. The phone number ************** listed on the **** credit card statement is not setup to receive calls. I attempted to login to my account, only to be redirected to ******* to create a new account. I replied to ******* emails on Dec 19th, 2023 with a request to refund the Nov and Dec transactions, and cancel my account. I received no response. The December amount was mostly refunded, but the November amount for $325.25 was not. My average spend over the years has typically been between $5 and $20 per month. I have made zero changes to this primarily dormant account. On Feb 1st I located another phone number for Capterra and spoke to a customer rep. He referred me to my account manager's email. I emailed my request to the account manager on Feb 1st. I have yet to receive a response. On Jan 1st and Feb 1st, 2023 I was invoiced for $146.50 and $115.25 respectively after my cancellation request on Dec 19, 2022. I contacted Capterra a second time by phone. I was assured that my account manager would respond to me within 24 hrs. I have yet to receive a response. Please have Capterra cancel my account and refund incorrect invoices for Nov 2022 ($325.25) and Feb 2023 ($115.25). It should not be this difficult to resolve invoice discrepancies or cancel an account.

  Business Response

  Date: 02/20/2023

  Hi *********
  Thank you for alerting us to your recent experience. Our team has made multiple attempts to contact you by phone and email in order to resolve this issue for you. Please check your Spam folder in your email or reach out to ****** on our team directly *************************** she has also left you a voicemail at the phone number ending in **** we have on file for you.

  Business Response

  Date: 02/22/2023

  Hi *********
  Thank you for alerting us to your recent experience. Our team has made multiple attempts to contact you by phone and email in order to resolve this issue for you. Please check your Spam folder in your email or reach out to our team directly by phone; we also left you a voicemail at the phone number we have on file for you. We look forward to resolving this for you as soon as possible.

• Initial Complaint

  Date:11/14/2022

  Type:Customer Service 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 call this company to find out where my gift cards are and how they are showing up as used when I go to the store when i know that I haven't used them and they do not have an answer for me. If there are the ones issuing gift cards for surveys, then they need to be responsible to offer the information that a customer - individual needs like how much is on this gift card, how is it been used, where was it used at. But the cannot give me any info and when I cask them to send me my gift cards again via email, the representatives tell me that that its too much work and that they did and I have nothing in my email from them.

  Business Response

  Date: 11/28/2022

  Thank you for alerting us to your recent review submission experience. Only published reviews that pass our QA process and which are part of an incentive campaign (*************************************************) are eligible for gift cards.

  Incentives for published reviews are managed by a third party. If you are having difficulty accessing your incentive, please contact ****************.

  Customer Answer

  Date: 12/01/2022

  [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,
  
  *********************************