Complaints

• Initial Complaint

  01/03/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Subject: Formal Complaint Regarding Unfulfilled Guarantee and Lack of Communication Dear Better Business Bureau, I am writing to formally express my dissatisfaction with the service I received from **************************. Below are the key issues that I experienced: 1. Failure to Pay Guaranteed Amount: Despite fulfilling my obligations under the agreement, I have not received the payment that was guaranteed by said company. 2. Inadequate Communication About Metro Restrictions: I was not informed that going outside the metro area would affect my eligibility for the service or guarantee. The only reason I traveled outside the metro was due to a delivery that required me to do so. 3. Unresponsive During Trial Period: During the trial period, I attempted to reach out multiple times via email, but received no response. This lack of communication left me unable to clarify or resolve my concerns. 4. Ignored Cancelation and Refund Requests: After realizing the service was not meeting my expectations, I submitted a cancelation request, followed by a refund request. Neither of these requests was acknowledged or addressed, further exacerbating my frustration. I believe this treatment is unprofessional and falls short of the standards that any customer should expect. I kindly request the following resolutions: Immediate payment of the guaranteed amount as per agreement. A clear explanation as to why my requests were ignored. A full refund of any charges incurred, as the service failed to meet its promises. Thank you for your prompt attention to this matter. I look forward to your response. Sincerely, ****** **********

  Business response

  01/18/2025

  Hi ****** --

  I want to apologize for the delays and lack of communication on our part regarding your questions about Solo, your refund, and eligibility for the Pay Guarantee program. I would also like to provide the update that we shared with you via email.

  1. Refund for Your Subscription We've processed your refund of $36.00 for the quarterly Pro subscription that was charged to your account. The refund will be returned to the account associated with your ****** Play Store.Unfortunately, due to a processing error earlier this month, your refund wasn't completed as expected. The error has now been resolved, and you should see the refund reflected in your account shortly. Your subscription has also been cancelled to ensure no further charges are made.

  2. Eligibility for the Pay Guarantee Program Regarding your eligibility for Pay Guarantee hours, I'd like to clarify that the program only covers completed rides within specific metro boundaries. Since your rides were outside of these coverage zones, they didn't qualify under the terms of the program.While this is outlined in our terms of service, I completely understand how this may not have been clear during your trial period. I recognize that our delayed response likely added to the confusion, and I sincerely apologize for this. We're taking steps to improve how we communicate these details within the product to prevent similar misunderstandings in the future.

  3. General Communication I apologize again for the lapse in communication regarding your inquiries, including those related to total earnings and mileage tracking, and the Pay Guarantee eligibility requirements. We are actively reviewing our processes to ensure we provide more timely and clear responses moving forward.

  I appreciate you bringing these matters to our attention and giving us the opportunity to improve. If you have any further questions or concerns, please don't hesitate to reach out.

  -*****

  Customer response

  01/18/2025

  Complaint: 22766175
  
  I am rejecting this response because:

  Their response is far too little and too late. While I appreciate the apology, it does nothing for me and certainly doesn't put time and money back in my pocket for using their ineffective product. 
  
  Due to their delayed response to my multiple emails, I purchased credits to qualify for the "pay guarantee" program.

  If they had responded timely and appropriately, I would not have continued to pay for credits I didn't need.

  In addition to the $36 subscription, I asked to be refunded for these credits that I didn't need. Credits that their response did not even acknowledge.

  Sincerely,

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

  Business response

  02/07/2025

  Hi ****** --

  Thanks again for your response. 

  To provide an update, we have refunded you for your credits purchased as well. We're disappointed we couldn't provide a better experience and appreciate the time while we worked through the issue.

  Best of luck.

  -*****

  Customer response

  02/08/2025

   
  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

  12/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company automatically signs you up for a paid subscription when you make an account, and charges your apple account. Upon asking them for a refund, as i wanted it canceled the day it started and never intended on using their free version of the app let alone the paid version, they asked me repeatedly for my venmo to refund me. After i verified my venmo i was told i would receive the refund by the end of day Friday the 20th. I have not received any refund and have sent several follow up emails today asking why I have not received it yet and I have not received any emails back. Very sketchy company and methods.

  Business response

  01/03/2025

  Hi ***** ************ very sorry to hear about your experience attempting to receive a refund for your quarterly subscription. I've investigated with our support team and it looks like we had attempted to send back a refund via both your Venmo and ****** accounts that are linked to your Solo profile. Unfortunately, neither was able to receive payment when we initially tried to send the refund amount. We are actively following up with you via our support email to get the refund processed. Again, apologies for the poor experience and slower response times on our side -- we can do better and will make sure the above is remedied.

  When a customer signs up for Solo they select the subscription plan that best fits their 1099 work in which they have seven days of free access. The customer then receives regular communication about how to engage with and make the most out of the plan they have selected. If a customer does not cancel that plan at the end of the seven day free trial, they are enrolled and receive uninterrupted access to all the features included in the trial for the duration of the subscription. In this case, the customer requested a refund after that initial free trial period had ended and we have processed a refund (see above).

  Please let us know if you have any questions and thank you to ***** for your patience.

  -***** ******* | CEO & Cofounder | Solo

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for a 7 day free trial and linked my applications as relevant to their service. Immediately I got codes texted to me, for their app to log in to ****. This has not stopped since I signed up and even after I cancelled my account. I have emailed them requesting that they delete my data. All consumers have the right to have their data removed from any companies database. I have been ignored. Please have them delete my data.

  Business response

  05/03/2024

  Hi ******, 

  Thanks for reaching out and apologies for any confusion!
  
  When you link an Uber account to Solo, Uber will automatically send you a notification saying your account was logged into by a phone in a given city (where the servers are), but this is simply the verification process that occurs once the account is successfully connected. The message is understandably confusing, but **** is never granted access to log into your connected accounts and your account credentials are fully encrypted and secured. The access we have is limited to viewing past trip activities and earnings data, which is then aggregated and used to power the pay predictions that you see in the app (all anonymously, of course). We have tens of thousands of Uber drivers on the Solo app who use it every day to help them manage their business. Using Solo has no impact on the functionality of the Uber app itself, so any issues related to receiving multiple verification codes unprompted was most likely unrelated to your Uber account's connection to Solo.

  We had responded to your email within a few hours on April 15th and included instructions on how to delete your account in the app. However, it appears there was an issue related to your email inbox that prevented the email from going through successfully. I've attached a copy of the email here for visibility, along with the error we received in response. Solo honors every request to delete user data in its entirety upon their request. Your account and any information related to it have since been deleted. For reference, here are the instructions we emailed to you letting you know how you could have made this request directly in the app:

  1. Open the Solo app
  2. Click the menu button in the top left corner (three bars)
  3. cSelect "Help and Legal" 
  4. Select "Account Management"
  5. Choose to either deactivate or delete your account
  
  Please let me know if you have any other questions. I'd also be more than happy to jump on a quick video call as well to help ease any concerns and put a face to the product if that's helpful.
  
  Best,

  *******

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There app is for tracking help to be paid extra for delivery time I started to use it I got about 650 to 700 accredited for in cash payment from them . Then they *** no it doesn't work for doordash then they said it did . I followed their instructions for how to use it got linked to everything and expect it to be done and fine I have been trying to do small runs I call them to see if they payout . And nothing. Then they go back and forth with oh it doesn't work then it does ECT . I am I getting no wear with them Below attached are the screenshot of the time I have earned and yes I know that the last image is of taxes time ECT but if they are not going to pay I want that much I don't care if it is after taxes ECT

  Business response

  09/22/2022

  Hello --

   

  Thank you for notifying us of this complaint. We have been communicating directly with the user over the course of the past couple of months to explain how the service works as well as how you qualify for programs like the daily pay guarantee that we offer. Unfortunately, the user did not follow nor meet the eligibility requirements for this program and misunderstands the amount that she believes she should be paid. We explained this to the user via multiple email conversations, but these conversations have since turned aggressive and contain vulgar language directed at our support team. We have issued a refund in the amount of the one monthly subscription amount that the user paid for ($8.65 including tax) and ceased communication.

   

  We offer this program successfully to thousands of independent workers every week across the country. We're sorry that there was a misunderstanding with this particular user and have since made sure she received the refund for the one monthly subscription she paid for.

   

  Thanks again for letting us know of this complaint and if any additional information would be helpful.

   

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

  CEO

*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. ↩