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Business Profile

Data Systems Consultants

Qualtrics, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Data Systems Consultants.

Complaints

Customer Complaints Summary

  • 36 total complaints in the last 3 years.
  • 7 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:03/21/2024

    Type:Service or Repair 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.
    They have been sending out random SMS messages to people asking them to fill out surveys. I never provided them my phone number, signed up for anythign related to their services, or asked them to contact me. They should absolutely not be allowed to just spam-message people's phones like this.

    Business Response

    Date: 03/22/2024

    Dear ****,

    Qualtrics' services are self-service in nature whereby the customer using our services is the organization who determines what data to collect, from whom, and for what purpose. You should reach out to the organization who sent you the *** messages to request that they stop sending you communications. 

    If you require assistance from Qualtrics to identify the organization, please let us know. 

    Kind regards,

    Rachael 

  • Initial Complaint

    Date:02/01/2024

    Type:Service or Repair 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.
    We agreed to use their services. We paud over $25,0000 in implementation costs and $8000 in annual fees. Due to a variety of reasons we NEVER EVEN USED THEIR SOFTWARE. Despite paying them $33000, they are trying to collect on next year's fees.

    Business Response

    Date: 02/12/2024

    Dear ****

    Can you please provide further details about your company and license details so that I can locate your contracts and review the circumstances of the situation? 

    Kind regards,

    Rachael 

  • Initial Complaint

    Date:01/23/2024

    Type:Billing 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.


    Complaint: ********



    I am rejecting this response because: Their response was just wanting me to prove my claim. The last person I spoke to was given the name of the person who originated the last email. When I proceeded to included that email the contents had been erased. I want to be assured this will never happen again and my name, email address and any other information they may have collected be erased from their database immediately. If I receive another "renewal notice" I will seek monetary compensation for my time and mental anguish this has caused.  

    Sincerely,



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

    Business Response

    Date: 01/25/2024

    Hi *******

    Thank you for reaching out. Qualtrics provides a self-service platform whereby customers using the services decide who to contact and for what purposes.

    That being said, we would like to review this further. Can you please provide the survey URLs or forward the email that you received? 

    Kind regards,

    Rachael 

    Business Response

    Date: 02/12/2024

    Hi *******

    Do you have the URL for the survey? The attachment is only showing me the From and To details.

    If you are not familiar with the sender or have no information about the payment request, we recommend not responding and ignoring the request for payment. 

    Kind regards,

    Rachael 

  • Initial Complaint

    Date:01/11/2024

    Type:Sales and Advertising 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.
    Recieved an Email stating I had purchased Norton Antivirus. I have never even heard of this company. Nor have I ever purchased from them. I believe this is a scam, and the company is fake.

    Business Response

    Date: 01/24/2024

    Dear *****

    Can you please a copy of the survey or the *** that you received please? 

    Qualtrics provides a self-service platform whereby customers who have a license to use the services are responsible for distributions. However, we can take a look at the survey if you believe it is fraudulent. 

    Kind regards,

    Rachael 

  • Initial Complaint

    Date:09/20/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.


    Complaint: ********



    I am rejecting this response because: I am providing the names of the individuals I spoke with.  Note that the longer thread provided evidence of the background of the request.  Please pass along the attachment I provided above.



    Sincerely,



    **** **********n, I had to reachout to the PM two days after he said he would contact me to discuss.

    The PM asked me to make substantial changes to the survey which was not feasible from a dissertation process perspective. When I mentioned the issues with the responses, an Account Executive chimed for the first time and told me "we are relying on your screening questions to hone in and find the respondents that we want". Note: That's what I thought (and was told) I was paying Qualtrics for!!!. I asked the Account Executive for a call, he disregarded my request, and he doubled down pointing to my survey as the issue.

    At that point (23 days in), it was clear that this "Account Executive" had not read the survey (to which he said "it wasn't his job"). I sent a strongly worded statement letting him know that I looking at alternatives, to which he responded with one of the most unprofessional emails I have seen in a long time. I have requested a refund of the $1440 and have received no response.

    Business Response

    Date: 10/09/2023

    Hi ****

    Thank you for reaching out. Can you please provide me with the names of the individuals that you spoke with? 

    Kind regards,

    Rachael 

    Business Response

    Date: 10/24/2023

    Hi ****

    Please note I am reviewing this based on the additional information you provided. I aim to revert before end-of-week. 

    Kind regards,

    Rachael 

    Customer Answer

    Date: 10/28/2023



    Complaint: ********



    I am rejecting this response because:  The business involved in the complaint needs additional time to investigate the complaint.  I will await the ultimate response, but understanding that I have limited time to respond to their request, I am submitting a rejection to keep this complaint open.



    Sincerely,



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

    Business Response

    Date: 10/31/2023

    Hi ****

    I understand that you are seeking a refund, but my understanding is that we have not received payment for this license. Can you confirm whether you have paid for this license, and if so, on which date you made payment and via which payment method? 

    Kind regards,

    Rachael 

    Customer Answer

    Date: 10/31/2023



    Complaint: ********


    I have attached the receipt for payment made on August 28th.  I was required to secure this account prior to receiving an SOW for the XM service.  While I did not pay for the XM service as it did not deliver what was sold, I did pay for the upgraded regular account as the XM staff would not create an SOW until I did (see email from Lanie on August 21st in the attached as well as the attached receipt).

    Sincerely,



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

    Business Response

    Date: 11/16/2023

    Hi ****, 

    I have been informed by our internal teams that a refund is being processed. 

    Please let me know if you have any further questions. 

    Kind regards,

    Rachael 

     

    Customer Answer

    Date: 11/18/2023



    Better Business Bureau:



    I have reviewed the response and refund by the business in reference to complaint ID ********, I find that this resolution is satisfactory to me and appreciate the work Rachael from Qualtrics did in association with this matter.



    Sincerely,



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

Qualtrics, LLC is NOT a BBB Accredited Business.

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