Blackbaud Reviews (%countItem)
Blackbaud Rating
Address: 33 Bloor St E, Toronto, Ontario, Canada, M4W 1A9
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We believed that we were improperly invoiced for the Annual Maintenance for the past three years until the last one dated 07Nov2017. We had no need for additional educational services (RE 7 Learn More) for the amount of $3,395.34 per year based on the current one and would have addressed this with them sooner had we known that they were billing us beyond the scope of services needed.
Blackbaud's invoice before this was not itemized so we were made to believe that we were paying the annual maintenance plan.
Product_Or_Service: Software Annual Maintenance Plan
Billing Adjustment Reverse the training (RE 7 Learn More) charges that we did not need for this one and the three prior years.
Thank you for confirming the complaint and the request of refund. Blackbaud maintains that the subscription, added to the account in 2010, has renewed appropriately during its duration.
Blackbaud, reaches out well in advance of the contract renewal date to make you aware of the upcoming renewal and invite you to evaluate it and make changes to it if necessary. Most recently, renewal reminders were sent on 9/26/17 and 9/20/16 for the 2016 and 2017 renewals. This reminder was reviewed by *** both times and no action was taken to make changes. Additionally, a renewals representative reached personally in regards to the 2015 renewal, on 9/9/15, to enquire if you would want to make changes to your 2015 renewal. *** confirmed that renewal on 9/21/15.
I regret that the invoices were confusing. The subscription listed a line item cost when you purchased it. It appeared on the renewal contract every year since then without any acknowledgement by ***. If at any time you had requested a breakdown of the invoice line items or had asked about the cost of the Learn subscription on your invoice we would have, of course, provided that information.
Without your inquiry or response to the proactive notices of renewal we have no way of knowing what you find useful or need. As such we move forward with the renewal of the solutions and subscriptions that you purchased.
After reviewing the communication around the renewal, the initial contract, and the paid renewal contracts; Blackbaud will not be issuing a refund for these paid contracts in accordance with section 4d. of our Blackbaud Solutions Agreement.
I am happy to put you in touch with our training help department who can create curriculum plans to help you utilize your subscription.
Thank you and have a nice day
(The consumer indicated he/she DID NOT accept the response from the business.)
Our correspondence with Blackbaud and their ultimate response has been unsatisfactory to our charitable organization. We have clearly communicated that we have no interest in receiving their education services, and yet, have been mislead and charged for such services for several consecutive years now. As you will see in the latest response from *** rather than offering even a partial reimbursement for our loss, they are offering to "create curriculum plans" for us on the educational services that we do not want as part of our subscription agreement or fees. They will not acknowledge our requests to remove the cost of training help from our agreement.
As mentioned previously, yes, Blackbaud did provide invoices and notices in advance of the contract in terms of the total annual billing. However, the invoices were not itemized, so we did not know we were being charged for unwanted educational fees. We did not use these services and would have amended our working agreement had the scope of work and invoice detail clarified the annual service agreement, according to minimum standard business practice. By not itemizing the invoices, Blackbaud misled our children's charity, ***'s House, to spend over $12,000 donation money which could have been directed for client care of palliative children.
Only in 2017, for the first time in years, was the Blackbaud invoice itemized, which alerted us that we have been billed for unnecessary services. Their newly updated invoice template captures the minimum standard that should have been implemented previously. Regrets about sending confusing invoices does not alleviate the hardship this costs our charity -