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Initial Complaint
11/06/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My account apparently was deactivated from one of the subsidiary platforms, ***********. I was told my account had broken the *** agreement however I cannot find out what it is that actually broke ***. I know I broke *** on the Usertesting platform but Intellizoom is a completely different subsidiary and it wouldnt have let me take over one thousand tests in the first place if it was going to deactivate me based on the Usertesting platform.
Business response
11/18/2024
To ensure our customers receive quality feedback from our platform, we require all contributors to accept and abide by our Intellizoom Terms of Service ********************************************. This policy ensures fair treatment for all contributors as well as protects our customers and users. If we determine a contributor is in violation of the Terms, we reserve the right to remove their account.
Customer response
11/18/2024

Complaint: 22520361

I am rejecting this response because:
I have always made a conscious effort to adhere to all guidelines and behave in accordance with the platform's rules. I would appreciate it if you could provide me with specific details regarding the violation or behavior that led to the ban. I have reviewed the terms of service and have no clear understanding of where I may have gone wrong. If there has been a misunderstanding or an error in my account activity, I would like the opportunity to clarify and resolve the issue. I feel I have been discriminated against as they can just deactivate whosever account they feel and claim they broke "tos". It is important to note that I feel my account may have been disproportionately impacted compared to others who might have engaged in similar activities, and I kindly ask for a fair and thorough review of my case. As a valued member of the ********************** I would appreciate your support in addressing this matter and reinstating as the person reviewing my account could very well have discriminated against me due to the way I talk or my skin color. I have completed over one thousand tests on this platform and never had any complaints about my account or behavior.
Thank you for your time and attention to this request. I look forward to your response and am happy to provide any additional information needed to expedite the review process.

Sincerely,

******* ***********
Business response
11/20/2024
After thoroughly reviewing this account, we found one or more violations of our terms. To maintain trust and fairness on our platform, the account will remain deactivated.
Customer response
11/22/2024

Complaint: 22520361

I am rejecting this response because:
I have review the terms and conditions of the contract and found zero violations of the TOS. This has a third party discrimination lawsuit written all over it.

Sincerely,

******* ***********
Initial Complaint
10/29/2024
Complaint Type:
Service or Repair Issues
Status:
Unanswered
The business failed to respond to the dispute.
I provide insights and my opinions to clients of this company, and this is the third time now that I complete a session, I received confirmation my session was uploaded, and once I return to the home page, it mentions the test is still in progress. I have now wasted my time giving my insights to customers who have already received my input and I have not gotten confirmation. When reaching out to the company, all I receive back are automatic generated responses that do not assist in resolving the issue that has now occurred three times now.
Initial Complaint
10/07/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have been a UserTesting contributor, since 2020. I have been so ********* to have been part of a Contributor Network, where I can share my thoughts and feedback, while also earning side income. Especially, after the loss of my mother and father at a younger age, I have had to be an independent student for a while and UserTesting was my only other source of income. I have missed 6 Live Conversations. 4 of those, were because I was in a rush back home to join the Live Conversations, or simply plans changed last minute. There are two more, and the 6th one (the most recent one) that I failed to attend, is the one that resulted in my removal from the Contributor Network. The panel quality team has given me several warnings - but the last one I genuinely could not control. Hurricane ****** came to our town, causing us to lose power and in addition, flooding came into the home. I explained this as the reason why I didnt show up to the Live Conversation - I made an effort to attend using my mobile hotspot, and the moderator was not on the Zoom room.The fact that I got removed made me realize that UserTesting does not care what is going on your life. We are all humans, and even after explaining via email, showing evidence of the hurricanes impact and even showing video of my home being flooded, they didnt care and I felt the need to report because this is how you treat Contributors, how do you treat your employees? I have never cried as much as I did when this happened. I am staying with a friend now after the hurricane, and the fact that this happened with no way to get in touch with UserTesting to even explain further what happened. I know that I was also told to make sure that I dont attend Live Conversations that I wont be able to attend, but I could attend the last one - THE POWER OUTAGE AND FLOODING EVEN AFTER USING MY HOTSPOT CAUSED ME TO MISS THE LIVE CONVERSATION. WOW.
Business response
10/14/2024
Our platform relies on the timely attendance of contributors for scheduled Live Conversation sessions, as our customers dedicate specific time to meet with them. We clearly communicate our 24-hour cancellation policy in confirmation and reminder emails, as well as in our ************** documentation. Repeatedly missing sessions without providing the required 24-hour notice may result in removal from our Contributor Network.

In this case, the individual missed six scheduled sessions and received notifications after each instance. Due to the repeated nature of these missed sessions, we made the decision to remove them from the network in accordance with our policy.

Customer response
10/15/2024

Complaint: 22389462

I am rejecting this response because: It is extremely disappointing and disheartening that UserTesting chose to proceed with such drastic action without taking into consideration and account the extenuating circumstances I was facing. The missed conversation occurred during a major hurricane that caused widespread outages in the area, and unfortunately the power went out as I tried to join the Live Conversation. Then, I attempted every effort to still try and attend the Live Conversation, and one of those was trying to join using a mobile hotspot, and also using a different device to see if I could just join through the hotspot there. I got on the Live Conversation and the moderator wasnt showing up, but I am not sure if that was because of my internet being spotty at that time due to the hurricane effects, or if the moderator simply didnt show up.

It is deeply concerning that, despite the natural disaster and disruption that it had caused at the time, UserTesting chose to remove me from their network without consideration for the human impact of such events. To be penalized for something completely beyond my control, especially during a time of crisis and losing both of my parents (which I even explained and they gave no regard, as if saying "we do not care", is not only unfair but shows a lack of empathy and understanding on UserTestings part. This action reflects horribly on their commitment to customer care and respect for basic human circumstances. I urge you to consider these facts as you review this case. I expect a swift resolution to this matter and appropriate steps taken to reinstate my standing, as the decision to remove me was both inconsiderate and just unjust to be quite *****.

Sincerely,

***** *********
Initial Complaint
06/25/2024
Complaint Type:
Product Issues
Status:
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.
On June 10th, 2024, I invested over 34 minutes on a UserTesting test, only to learn at the end of the test that my upload failed.I clicked the "Retry" button several times but nothing happened.This is very frustrating because the company which issued the test captured lots of data from me, using Qualtrics. (They asked all questions using a survey hosted at qualtrics.com).This is the **** ************************************************************************ I also had no indication anything was wrong because the UserTesting timer ran, as expected, the entire time I provided feedback.I contacted UserTesting support about the issue and they stated that - after investigation - I will not be compensated the $10 I expected for completing the test.The representative claimed that's because I didn't update my ****** Chrome UserTesting browser extension, something UserTesting emailed about on June 4th.This is false.I DID follow the browser extension update instructions, following receipt of the email and BEFORE I started the test in question.I never saw, per their browser update instructions, any "Update" button. And I never have in the several times I've tried again, since then.
Business response
06/28/2024
A notification was placed on the contributor dashboard, along with educational resources, instructing contributors to update to the correct version of the UserTesting browser recorder. This update is crucial as it ensures that test sessions upload successfully and become available to our customers. Unfortunately, if a contributor does not take this action, the test session may not upload correctly, rendering it inaccessible to our customers. As a result, we are unable to provide payment for tests that do not reach our customers.
Customer response
06/28/2024

Complaint: 21898550

I am rejecting this response because:
I - as I've told UserTesting THREE TIMES NOW - DID follow the instructions to update the browser extension PRIOR TO THIS TEST.
I never did - and never have - come across the "Update" button their instructions claim I will while going through the procedure.
(Leaving me with the impression my extension is already updated).
I've also completed many tests since this failed upload, signaling this was an outlier.
I've completed around 100 tests for UserTesting and I'm disgusted by the way I'm being treated.
I supplied their client with valuable feedback during the 34 + minutes session and I expect to be compensated for my time.

Sincerely,

*****************
Initial Complaint
06/19/2024
Complaint Type:
Product Issues
Status:
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.
They withheld around $30 from me because they stated I neglected to update my recording app, which was a lie. The client got my tests for free because they were still uploaded, and they're refusing to pay me for services rendered.
Business response
06/28/2024
A notification was placed on the contributor dashboard, along with educational resources, instructing contributors to update to the correct version of the UserTesting browser recorder. This update is crucial as it ensures that test sessions upload successfully and become available to our customers. Unfortunately, if a contributor does not take this action, the test session may not upload correctly, rendering it inaccessible to our customers. As a result, we are unable to provide payment for tests that do not reach our customers.
Initial Complaint
06/14/2024
Complaint Type:
Order Issues
Status:
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.
I did a one hour zoom interview with a company on 4/19/2024 thru Intellizoom. I was supposed to be paid $60. I got an email saying I'd be the interview was completed and I would be paid the money. Intellizoom has gone out of business and is not paying any of their bills. It's now owned by Usertesting. Pay up or be shamed
Business response
06/26/2024
To ensure our customers receive quality feedback from our platform, we require all contributors to accept and abide by our Intellizoom Terms of Service ********************************************. This policy ensures fair treatment for all contributors as well as protects our customers and users. If we determine a contributor is in violation of the Terms, we reserve the right to remove their account. A reward is not warranted due to a breach in the Terms of Service.

Customer response
06/27/2024

Complaint: 21849605

I am rejecting this response because:
you have apparently been sending these bs you violated our terms of service emails to all the thousands of people you refuse to pay because you ran out of money.
I am not going to let this drop. Im going to continue to humiliate IntelliZoom and UserTesting in any way I can until you pay me the money Im owed from that one hour interview.

Sincerely,

*******************
Initial Complaint
06/03/2024
Complaint Type:
Billing Issues
Status:
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.
I've been a user since 2011 and have always received 5-star ratings. Suddenly in February '24, the tests stopped completely without explanation. I have had $35 pending since then so I cannot even close down my acct (they won't let you close acct if you have payment pending). No response to various emails. I see on forums this problem is quite common lately, and it's alarming how much this company is taking from people without any explanation whatsoever. My $35 payment is relatively small! Not sure what my next step would be to help people avoid this scam in 2024, but figured BBB was a good start. My username is *********.
Business response
06/10/2024
As of June 5, 2024, we have resolved the outstanding balance referred to in the complaint. We have filed a ticket with our Customer Support team for further investigation. We have responded to the contributor informing her the payment has been completed and that we are actively investigating her account to resolve the issue. We are committed to finding a resolution for her and ensuring she receives the service she is entitled to.
Initial Complaint
03/13/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am writing to file a complaint against Intellizoom regarding their failure to reissue withheld payments for services I rendered.For the past few months, I have been unable to receive payments from Intellizoom into my PayPal account due to an issue on their end. While this issue has now been resolved with PayPal, and my account is in good standing ([confirmed with PayPal on March 1, 2024]), Intellizoom has not taken any initiative to reissue the nearly 200 payments that were withheld, which is around $1500 usd. Despite my repeated attempts to contact Intellizoom and request a reissue of the payments, I have received no response or resolution. They simply redirect me to contact PayPal, who, in turn, directs me back to Intellizoom. This creates a frustrating loop that prevents me from receiving the compensation I am owed.I kindly request the BBB's intervention in this matter. I urge Intellizoom to immediately reissue all the withheld payments for the services I provided. Thank you for your time and assistance in resolving this issue.
Business response
03/19/2024
Thank you for your patience while we looked into this. We sincerely apologize for all delayed payments. After further investigation, it appears the initial payments had failed - we can see the email address associated with the initial payments is different to the most recent email address youve provided so we believe this was the cause of payment failure. This is a good reminder to always check PayPal is connected and verified, and that your PayPal account is in good standing, can receive payments and has no holds. Please be reassured that all 198 outstanding payments have now been re-issued with success - we can see on our end that these payments completed this morning. Please check your PayPal account for payments completed on March 15th.
Customer response
03/19/2024
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
02/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
To the Better Business Bureau,I am a user tester for **********************, a company that provides online user testing services. I have been working with them for a few months, and I have always been paid on time for my tests. However, when I accumulated $270 in my account, ********************** suddenly deactivated my account and denied me my earnings. They gave me no explanation or warning for their decision. They also did not answer my emails and phone calls, and did not address my appeals for reactivation and payment.I think that Usertesting has broken their own terms and conditions, as well as the consumer protection laws. They have cheated me and many other users of our deserved money. They have taken advantage of our work and dedication, and then thrown us away like garbage. They have behaved in a deceitful and dishonest way, and have shown no respect for their users or their clients.I ask the BBB to look into this matter and take proper action against Usertesting. I also ask the BBB to assist me in getting back my $270 that Usertesting owes me. I have evidence of my completed tests and payments, which I have attached below. I have not done anything wrong or unlawful. I have followed Usertesting's directions and standards, and I have given truthful and helpful feedback.I hope that the BBB will consider this complaint earnestly and help me solve this problem. I also hope that the BBB will alert other consumers about Usertesting's scam and stop them from being victimized by their fraudulent practices.Thank you for your time and consideration.Yours truly,******************
Business response
02/13/2024
To ensure our customers receive quality feedback from our platform, we require all contributors to accept and abide by our Contributor Terms and Conditions and Contributor Code of Conduct. These policies ensure fair treatment for all contributors as well as protect our customers and users. If we determine a contributor is in violation of the Terms, including the Code of Conduct, we reserve the right to remove their account. This contributor was warned multiple times that they were in violation of these policies. Our contributor code of conduct can be found here: ******************************************************************************************************.
Customer response
02/13/2024

Complaint: 21269154

I am rejecting this response because:
To the Better Business Bureau and UserTesting, I am writing to respond to UserTestings claim that they deactivated my account and withheld my $270 earnings because I violated their Contributor Terms and Conditions and Contributor Code of Conduct. This claim is false and unfounded, and I have proof to back up my statement. First of all, UserTesting never contacted me or responded to my inquiries before or after deactivating my account. They never specified what violations I committed or how I breached their policies. They simply cut off my access and payment without any notice or explanation. This is a clear sign of their lack of transparency and accountability, and their disregard for their contributors rights and interests. Secondly, I have always followed UserTestings directions and standards, and I have delivered quality feedback to their customers. I have completed multiple tests with UserTesting, and I have received positive ratings and comments from the customers. I have never received any complaints or disputes from the customers or UserTesting. I have always been honest, respectful, and professional in my work. I have never cheated, lied, or plagiarized in any way. I have always respected UserTestings customers and users, and I have never harmed or offended them in any way. I have always respected UserTestings policies and rules, and I have never abused or misused their platform or services in any way. I have evidence of my completed tests and payments, as well as the customers ratings and comments and I have attached them below. I have been a loyal, reliable, and valuable contributor to UserTesting, and that I have earned my $270 fair and square. Therefore, I request that UserTesting reinstate my account and release my $270 earnings immediately. I also request that UserTesting apologize to me and compensate me for the inconvenience and distress they have caused me. I also request that the BBB investigate UserTestings practices and policies, and take appropriate action to protect the rights and interests of the contributors and the consumers. UserTestings actions are not only unjust and unethical, but also illegal and fraudulent. They have breached their own terms and conditions, as well as the consumer protection laws. They have exploited and betrayed their contributors, and they have damaged their reputation and credibility. They have shown no regard for their customers and users, and they have put their satisfaction and trust at risk. They have acted in a deceitful and dishonest way, and they have shown no remorse or responsibility. I hope that the BBB will consider this response seriously and help me resolve this issue. I also hope that the BBB will warn other contributors and consumers about UserTestings scam and prevent them from being victimized by their dishonest practices. Thank you for your time and attention.
Sincerely,

******************
Initial Complaint
02/07/2024
Complaint Type:
Product Issues
Status:
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.
I have been using usertesting.com under this email **************************** and I have completed several tests for various websites and apps. I have always followed their instructions and terms of service, and I have received positive feedback from the clients.However, on January 26th, 2024, I received an email from them saying that my account was suspended and all my funds were voided due to suspicious activity. They accused me of using multiple accounts to cheat the system. This is a complete lie and a scam. I have never done anything like that and I have proof of my identity and earnings.I tried to contact their customer support and appeal their decision, but they ignored me and refused to give me any explanation or evidence. They basically robbed me of $300 that I had worked hard for and wasted my many hours of testing. They are a dishonest and unethical company that does not care about their users or their clients.
Business response
02/13/2024
To ensure our customers receive quality feedback from our platform, we require all contributors to accept and abide by our Contributor Terms and Conditions and Contributor Code of Conduct. These policies ensure fair treatment for all contributors as well as protect our customers and users. If we determine a contributor is in violation of the Terms, including the Code of Conduct, we reserve the right to remove their account. This contributor was warned multiple times that they were in violation of these policies. Our contributor code of conduct can be found here: ******************************************************************************************************.
Customer response
02/13/2024

Complaint: 21260542

I am rejecting this response because: UserTesting was only acting as an intermediary for the money I was paid by the customers. As far as the customers know, I received their payment for the tests I did, which were worth $300. The customers were satisfied with my work and technically paid me that money, but UserTesting as a business decided to withhold it from me. This is equivalent to scamming me and I find it unacceptable.

Sincerely,

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

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