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:01/07/2025

  Type:Order 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.

  Previously, we used *********** for employee travel bookings but opted to transition to SAP Concur to save time and improve efficiency. However, the implementation process took longer than expected, and billing has become an ongoing issue. We have struggled to find the appropriate department or personnel to resolve the situation effectively.Attached, youll find a brief summary outlining the progress of the project. Notably, the Concur system was not fully operational for us until October. Despite this, their accounting team began billing us for August, September, October, and November. Upon receiving these invoices, we disputed the charges for August and September, as it is evident from the timeline that the Concur team was still working on the connection and implementation during those months.The most frustrating aspect of this situation is their accounting teams refusal to engage in communication. They have stated that billing aligns with the timeline outlined in the contract and have repeatedly threatened to suspend our access to Concur. Additionally, they applied our payments for October and November invoices to the disputed invoices for August and September, and they continue to pressure us for payment on the October and November invoices.We have also attempted to arrange a conference call with the account manager and sales team to discuss the disputed charges, but no one has accepted our meeting requests.While the open balance is not a significant amount, the experience working with the Concur team has been highly disappointing, especially as a new customer. At this point, we kindly urge them to assign a point of contact who can coordinate a meeting with the relevant stakeholders to resolve this dispute.

  Business Response

  Date: 01/09/2025

  Hi **** ****, 
  
  I'm sorry to hear about the challenges you've faced with SAP Concur.
  
  My team will reach out personally to help. 
  
  Respectfully,
  ***** ****
  SAP Concur - Product Success
  

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22782694
  
  I am rejecting this response because: On January 9, I received a response from ***** at Concur SAP, stating that he would reach out to the internal team responsible to gather more details and explore a potential resolution. I replied the same day, suggesting a virtual meeting with the Concur team so ***** could hear both sides of the story simultaneously, which would save time on the investigation.
  
  On January 10, ***** responded, stating that he needed to sync with the internal stakeholder first and requested a few days to do so. In my reply on the same day, I politely reminded him of the need to respond to BBB within 7 days.
  
  On January 14, I followed up with ***** to check on the status of his investigation. He replied an hour later, stating that he had not made any progress yet as he had not been able to connect with the customer success manager for ********
  
  As of today, January 15, we have not received any updates from SAP Concur, not to mention a resolution.
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 01/28/2025

  Dear BBB,
  
  Our Customer Success team is in direct contact with Ting, and I am personally overseeing the situation.
  
  We are currently in the process of approving a credit request, which involves coordination across several internal teams. The complaint should remain open until the process is fully completed.
  
  Thank you for your understanding.

  ***** ****
  SAP Concur - Product Success

  Customer Answer

  Date: 02/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find it consistent with the communication between SAP Concur and myself. However, the final resolution will not be available until February 11, 2025. I will provide an update to the BBB once SAP Concur issues a resolution and will indicate whether it is satisfactory.
  
  In the meantime, I kindly request that this case remain open until the resolution is finalized.
  
  Thank you. 
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:12/17/2024

  Type:Sales and Advertising 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.

  SAP Concur has been calling repetitively after being asked to remove our phone number repetitively. We have also declined the offer multiple times via email. The callers call on behalf of *******, after being asked to be connected to try to resolve the issue ******* is not available and he is on the other line. We have had as much as 10 calls in one day between two different employees that *** calls and asks for. This borderline harassment.

  Business Response

  Date: 12/18/2024

  Hi ******, 
  
  I'm sorry to hear about the challenges you've faced with SAP Concur.
  
  My team will reach out personally to help. 
  
  Respectfully,
  ***** ****
  SAP Concur - Product Success

• Initial Complaint

  Date:11/09/2024

  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.

  I have been paying for an account I cannot access for over a year. Concur emails me to log on in order for me to close my account. But this is the problem. I want to cancel my account and get a credit. they have not implemented my account it was opened july 2023 and has never been used.

  Business Response

  Date: 11/14/2024

  Hi *****, 

  We received notification of your challenge terminating the service. I'm sorry to hear about the difficulties you've been having and how long this has been going on. My colleague will reach out to you directly to assist with next steps. 

  Sincerely, 

  Nic Tomei | Product Success

• Initial Complaint

  Date:11/06/2024

  Type:Billing 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.

  Here was my email to concur for early termination after unsuccessfully getting any response from them.I am writing to express my deep frustration with the ongoing issues we have faced while trying to get our account set up and operational. Despite multiple attempts to reach out for support through both your chat feature and email, we have not received any resolution to our problems.The lack of response and support from the concur support team has caused significant inconvenience and has prevented us from fully utilizing your services as intended. As a result, we have decided that it is in our best interest to terminate our agreement with Concur effective immediately 9/9/19.Furthermore, given the circumstances and the lack of support provided, I am requesting that any outstanding balance on our account be waived. It is unreasonable for us to be charged for services that we were unable to use due to the unresolved issues and lack of support.I hope for a prompt response to this matter and an amicable resolution. Please confirm the termination of our agreement and the waiver of any outstanding balance at your earliest convenience.Thank you for your attention to this matter.

  Business Response

  Date: 11/07/2024

  Hi *****, 
  
  I'm sorry to hear about the challenges you've faced with SAP Concur.
  
  My team will reach out personally to see if there's a way we can help. 
  
  Respectfully,
  ***** ****
  SAP Concur - Product Success
  

  Customer Answer

  Date: 11/07/2024

   
  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 if they are willing to look further into this. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:06/26/2024

  Type:Order 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 originally used SAP Concur for one of our subsidiaries. I wanted to add a company to the platform and was told it would be a 4-6 week easy implementation to get the new company up on the platform and it would definitely be running by 1/1/24. I signed the new contract to add the company 10/27/23. I was not contacted by the implementation until Dec 2023. They ran into several issues and the implementation took several weeks. On 1/14/24, they were finally able to update the existing company to the new platform, but still had not done anything with adding the new company. I followed up several times to see what the issue was, but I kept getting blown off by a new relationship manager until she responded that because my free 3-months of Premium Assistance expired, adding the new company would now be an additional cost. THE NEW COMPANY WAS SUPPOSED TO BE SET UP BY 1/1/2024 BEFORE THE FREE TRIAL EVEN BEGAN! I continued to follow up only to get delayed responses and blown off. I was billed from 1/24-3/24 for the services for the new company that was never set up, so I disputed them. The new relationship manager told me that she could not open a case to have these refunded until I paid them, so in good faith I paid them. ***** later she said her case for the refund was denied. On 5/3/24 after still not having the new company set up or finding a solution, I notified SAP Concur my wish to terminate their services. I made several attempts to come to a resolution with them, only to get the runaround and their refusal for a refund for services paid for were never received. The existing company was down entirely for December, I paid $386.01 for services never received. The new company was never implemented by 1/1/2024 as promised, I paid $1,7445.15 for services never received. Additionally, I had to pay a 3rd party for a QuickBooks connection never fully used $2,325.00. In total, I paid $4,456.16 for services promised and contracted that we never fully received.

  Business Response

  Date: 07/01/2024

  Hi ****, 
  
  I'm sorry to hear about the challenges you've faced with SAP Concur.
  
  My team will reach out personally to see if there's a way we can help. 
  
  Respectfully, 
  
  *******************
  Product Success
  
  

  Customer Answer

  Date: 07/18/2024

  I attached several documents to the original case to support my claim.  I did hear directly from *****, but they have not made any attempt towards a resolution, only that they will get back to me.  I would like this case to remain open until they make an attempt towards a resolution.  As I stated, I was out of the country and unable to respond within the response time window.
  
  Thanks,
  

  
  

  Business Response

  Date: 07/29/2024

  Hi ****,
  
  As we discussed via email, we are still internally reviewing this case.
  
  Ill update you as soon as possible with more information.
   
  Respectfully,
  
  *******************
  

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 21905868
  
  I am rejecting this response because: I have received no further communication from the business and they have not made any attempt at a resolution at this time. 
  
  Sincerely,
  
  **** ***

  Business Response

  Date: 08/09/2024

  Hi ****,
  
  On July 31st, I shared a proposed solution with you via email, and I appreciate your acknowledgment.
  
  Its my understanding that our Cash Collections team is now in touch with you to finalize the reimbursement details. If anything isnt going as expected, please dont hesitate to reach out to me in our email thread.
  
  Thank you,
  *******************

  Customer Answer

  Date: 08/20/2024

  Can you please keep this complaint open?  While I did receive a refund offer from SAP Concur, they have yet to send me the amount so the issue is still unresolved at this point.
  
  Thanks,
  

  
  

  Business Response

  Date: 09/06/2024

  Hi ****,
  
  Just following up on this case. Were you able to confirm the payments with your AP team?
  
  Thanks,
  *******************

  Customer Answer

  Date: 09/12/2024

   
  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.
  
  Sincerely,
  
  **********

• Initial Complaint

  Date:05/17/2024

  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.

  So I enrolled in SAP Concur around Jan 2024 and I was never able to get the system set up. When I enrolled I told them that this was a startup and did not yet need the system but just wanted to get it in place in anticipation for an account I was going to onboard later this year. About one week ago our business model changed to where we no longer will be issuing corporate cards and therefore do not need an expense system. It turns out the client we are getting is going to give cards to our employees and we do not need to issue them through our business. I reached out to SAP and asked to cancel my account because we no longer need the service and they want to make me pay the entire year of billing. I explained my model changed and I no longer need the system and their solution was for me to continue using the system to get my moneys worth. That solution makes no sense because the system doesnt work yet and I have no use for it and no employees to add. So Im now stuck paying for it until Jan 2025. Im a startup and its much harder for me to eat 3k than it is for their company. Furthermore, since Im not an active user and Im not even using the platform, there is no cost involved for them at this point. So Im literally paying them for something that isnt costing them and Im not using at all. I get that I signed a contract but things change especially in business and they just arent willing to even consider my situation. Im super unhappy with their service and the fact that they are just going to hide being their contract.

  Business Response

  Date: 06/13/2024

  Hi ***, 

  I'm sorry to hear the Concur solution did not work for your business at this time. My team will reach out personally to see if there's a way we can help. 

  Respectfully, 

  Nic Tomei

  Product Success

  Customer Answer

  Date: 06/27/2024

  Thanks for reaching out. So, still no resolution from SAP Concur. After your last email, someone from SAP reached out and essentially gave me an explanation that in a very round about way, said they didnt think they could do anything. I replied saying they needed to figure it out and stop making such an ordeal out of something so small and I never heard from them again. I will forward the last and only email I got from them. Let me know how you would like to proceed. You may contact me by cell for any further explanation. Thanks
  
  *******************
  **************
  

  
  

  Customer Answer

  Date: 06/27/2024

  As mentioned, below is the full conversion from them. Let me know if you received this and can see all the messages in the thread. Thanks 
  
  Sam 
  
  
  Begin forwarded message:
  From: ************************* <*********************>
  Date: June 17, 2024 at 10:58:17 PDT
  To: "********************" <***************************>
  Cc: "*****, Nic" <*****************>
  Subject: Re: SAP Concur - BBB follow up
   
  I think its because this complaint was linked to my personal email. My business email is ********************************** or **********************************************
  
  
  
  
  On Jun 17, 2024, at 10:37, ******************** <***************************> wrote:
   
  Hi ***,
   
  My name is *******************, and I'm assisting Nic in reviewing this process.
   
  I was unable to identify your company name by searching with your email address. Could you please share it with us? Additionally, could you let us know who the account contact youve been working with is?
   
  Thank you,
   
  *******************
  Senior Program Manager
  ISBN Product Success SAP Concur
  LATAM & Americas SMB
  ? 07:00AM 04:00PM EST
   
  From: ************************* <*********************>
  Date: Thursday, 13 June 2024 at 17:27
  To: Tomei, Nic <*****************>
  Cc: ******************** <***************************>
  Subject: Re: SAP Concur - BBB follow up
  The only resolution I'm interested in is canceling my service. My account was never even set up, I dont use it and I have no use for the service. I have never submitted one receipt or used the platform for a single function. I was very clear when I signed up that I was doing it to prepare for an account that we were going to get and that I was not sure if SAP would work for our use case. You are billing me $500 per month for something that I never even used. You guys are making far too big of a deal about this. $500 a month is a lot for a small businessyet its nothing for you. And now youre losing a customer and making it so that for the rest of my life Im going to go out of my way to ensure I tell anyone I know to not ever use your company. If you want to resolve this just simply cancel my contract and stop billing me for something I dont use. 
   
  Sam 
  
  
  
  On Jun 13, 2024, at 13:13, Tomei, Nic <*****************> wrote:
   
  Hi ***, 
   
  I sent a reply to your BBB complaint mentioning wed reach out personally to try and help. Apologies the delay in our reply. Were in a transition period with several of our key stakeholders and we only received notice of your complaint and request this week. 
   
  We understand the position youre in as a business. My colleague and I will reach out to the account team and SAP Finance to look for any potential resolution path for your account, but to be candid, now that Finance is run through SAP Corp and not SAP Concur directly, we have less recourse and ability to affect changes where contractual obligations are concerned. 
   
  Respectfully, 
   
  Nic Tomei
  ISBN Product Success
  SAP Concur Bellevue, **
  T: ************. E: *****************
  <image001.png>
   
  This e-mail may contain trade secrets or privileged, undisclosed, or otherwise confidential information. If you have received this e-mail in error, you are hereby notified
  that any review, copying, or distribution of it is strictly prohibited. Please inform us immediately and destroy the original transmittal. Thank you for your cooperation.
   
  

  
  

  Customer Answer

  Date: 07/03/2024

  The only resolution I'm interested in is canceling my service. My account was never even set up, I dont use it and I have no use for the service. I have never submitted one receipt or used the platform for a single function. I was very clear when I signed up that I was doing it to prepare for an account that we were going to get and that I was not sure if SAP would work for our use case. You are billing me $500 per month for something that I never even used. You guys are making far too big of a deal about this. $500 a month is a lot for a small businessyet its nothing for you. And now youre losing a customer and making it so that for the rest of my life Im going to go out of my way to ensure I tell anyone I know to not ever use your company. If you want to resolve this just simply cancel my contract and stop billing me for something I dont use. 
   
  ***
  

  
  

  Business Response

  Date: 07/11/2024

  Hi ***, 

  My colleague sent you a follow up email with resolution. Please respond to us on that thread if you have any follow up questions.

  Respectfully, 

  Nic Tomei

  SAP Concur

  Customer Answer

  Date: 07/12/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/11/2024

  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.

  Details of my complaint:-Representatives from SAP Concur repeatedly call our company "on behalf of ********************************* or on behalf of another name"-They have been frequently calling since mid 2023 -They will not leave a message they just say we will call back even after I tell them to remove us from their calling list -I have repeatedly told them to take us off their calling list, but they continue to call "on behalf of ...".-They will not stop calling our company.-today 01/09/2024 they called at 4:00pm on behalf of ********************************* asking for our business office Controller, -AGAIN I told the caller to remove us from their calling list for at least the 20th time they have called or I would report them to the BBB -today 01/09/2024 at 4:18pm the same voice called back on behalf of ********************************* asking for the business office Controller's assistant -AGAIN I told the caller to remove our company from their calling list -When the caller is asked what is needed, the response is vague and something like ********************************* wanted me to call. I ask what for and the caller has no answer and says they will just call back.- We just want them to STOP calling and respect our wishes!

  Customer Answer

  Date: 01/31/2024

  Thank you, BBB for your valued service in this avenue of communication, support, and recommendations. Although SAP Concur did not directly reach out to you, the BBB, or the company I work for, it appears that they may have stopped calling us. That was my goal. I have not received a call from them since I sent you the complaint earlier this month. Again, thank you for your service of intervention and recommendations for actions I may take should SAP Concur resume calling us.

  With gratitude,

  ****************

• Initial Complaint

  Date:12/26/2023

  Type:Service or Repair 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.

  We were hoping to use this solution as they advertize it is working perfectly for our needs. When we signedt he contract we were never told that they start billing immediatley even when the sulution was not set up. Few month later they never fully set up the solution and we never get to use it. Never received any invoices, so did not know that silently piled the charges. So at this point we wasted time on something that never worked, and they try to get money for something never provided.

• Initial Complaint

  Date:12/07/2023

  Type:Service or Repair 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.

  Our company needed help setting up our Single Sign on and followed their instructions to the letter. It does not work. I am working with ********************* and she was not able to get me the correct answers. I asked for her top technical person and they said they do not know how to help us . For a large company of Concur and SAP this is embarrassing as all others ADP, Bamboo are able to help.

• Initial Complaint

  Date:04/25/2023

  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.

  Please Reference Invoice Number ************ We cancelled our monthly subscription with SAP Concur and received notification from them (via email) that we would only be charged through 02/13/23. However, not only did they charge ** a prorated amount for those 13 days; they also charged ** for the entire month. I have been trying to get our money back ever since then. This company's customer service is outsourced and absolutely horrible to deal with. The funds were automatically deducted from our bank account on 02/01/23 and 03/01/23 (respectively). We are due $844.98 and want our money back now.

  Business Response

  Date: 04/26/2023

  I apologize for the frustration you are experiencing, please know that we are reviewing this.
  
  Please give me time to connect up with my team and I will reach back out to you.
  
  Thank you

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19980083
  
  I am rejecting this response because: WE HAVE GIVEN YOU ENOUGH TIME AND WE WANT OUR MONEY BACK TODAY
  
  Sincerely,
  
  The Bruery

  Business Response

  Date: 05/01/2023

  I appreciate your need for timely resolution, and please know I am working to have this reviewed in a timely manner. 

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 19980083
  
  I am rejecting this response because: They are just asking for more time.  This is not resolved yet.
  
  Sincerely,
  
  The Bruery

  Business Response

  Date: 05/10/2023

  I appreciate the time to review the situation, please note that a credit has been issued on the account pro-rated to the date of disconnect.

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 19980083
  
  I am rejecting this response because: I very clearly explained that we were charged the prorated amount for February in addition to our regular monthly fee.  I need to know how much they refunded before I accept this resolution.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/15/2023

  It is regrettable that you are unsatisfied with the resolution, but we believe we have complied with our obligations and considered this matter closed.