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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I signed up for this program and completed well over the needed amount of deals . After weeks of them not Showing up I emailed the company . They got back to me and told me they can look into it but are only allowed to credit so many deals REGARDLESS of how many you did or paid for that didnt show up . Not only are they going again their own terms and conditions they are outright scamming people . After asking for my credits a second time they then disqualified me . So Im sure they disqualified based on me wanting credits for deals I already did and they didnt credit . I paid a bunch of money to complete these deals . They offered no resolution or EXPLANATION of the exact reason or where I went again terms and conditions . I have spoke with many others and found they had the same issue . I will be taking this company to the attorney general with myself and others if this isnt resolved
Business response
04/12/2023
Hi There!
Thanks for reaching out to LevelUp/Grubhub Support for Restaurant Apps! We're happy to help look into this issue for you - but it does not sound like this is the correct company you are reporting on. We are not a subscription program/program that offers challenges or contests. however, if you have an issue with an order using Grubhub Delivery or a LevelUp powered restaurant app (such as ***************** ************ **** Fu Tea, etc.) please reach out to our Support team at ************************************ If this is an issue to do with Grubhub Delivery of a food order you can reach out to their team at **************. We're happy to be of service if you need!
Thank you!
Conor
Grubhub Care,
Customer Support AssociateInitial Complaint
02/10/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I ordered from the restaurants website and they use level up for their transactions. I had an email confirmation for my order. I arrived at the restaurant and they didn't have any type of order. They told me to contact level up because that is who took my money and never placed the order with them. I contacted level up via their website and have not been responded to.Business response
02/10/2023
Hi *******,
Thanks for reaching out to LevelUp Support. I have taken a look and I do see that we responded to your inquiry via email yesterday 2/9/2023!
However, we are unable to offer refunds on behalf of the merchant in this instance. I'm so sorry for any miscommunication, but we offer no customer support for this merchant (**********************************). They handle all customer support, feedback, refunds and credits themselves - we only happen to provide the payment platform they use for order-ahead orders. We have no other association with them, as they set this up to take these orders themselves. If you wish to request a refund, please contact the merchant directly at **************. They are the right team to assist with this!In order to help speed this process along for you we did send a courtesy email to the restaurant contact listed in our system to let them know this is their responsibility and that you had requested the refund. I hope that they are able to recognize this and help assist you further. Please use the above phone number to contact them if they do not reach out to you first.
Have a great day!
Conor
.:Escalation SpecialistInitial Complaint
12/17/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Saturday Dec 17, I looked up a pizzeria near me to order from and was directed to a fraudulent ordering website owned and operated by LevelUp. I placed an order at 6:12PM for $42.29, but when it never arrived, I called the restaurant directly to get an estimated delivery time. Turns out, they don't have an ordering website and have never heard of LevelUp. I, however, was charged the full amount of the order by LevelUp who in fact had no connection to restaurant and no intention to fulfill the service they're allegedly providing. This is not just unethical but it is very likely illegal and given my location in ** a d their in MA, it is likely a federal wire fraud crime. I will be disputing this charge with my bank and sharing the information with any party who can alert the public to a GrubHuh subsidiary's fraudulent actions. It's entirely possible this is a widespread occurrence and should be investigating. A complaint and contact request was also filed directly with LevelUp, however I likely won't receive a response until at least Monday.Business response
12/20/2022
Hi Will!
Thanks for getting in touch with us about your order with that local pizzeria on 12/17. We here at LevelUp are the third party company that powers the platform technology that small business like that pizzeria uses to process order-ahead orders via their website service. We are a separate company from the pizzeria but it sounds like they have a system in place through Grubhub which is used to set up this order-ahead website with the Pizzeria's branding, this would be where orders come in and are fulfilled. LevelUp only processes payments for orders on this Grubhub system (as we are a part of Grubhub). However, the restaurant is fully in charge of maintaining and operating this Grubhub-powered website on their own and I do apologize if they gave you information that they do not. Since we are not the restaurant itself, we are unable to cancel an order, make any changes or issue a refund on our side of things. The restaurant would be your best and only resource for that.
If the restaurant is still denying their knowledge of operating this website or refusing to refund or assist you with this order refund please contact the team at ************** for further assistance and/or escalation to the correct team that can instruct the restaurant on how it should be handling these orders, refunds and all customer issues. We're happy to help further using that channel of contact.
If you have any further questions about the platform technology please don't hesitate to reach out, we are always here to help! You can also utilize *************************************** for assistance!Thank you!
Conor
.:LevelUp
Initial Complaint
11/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
It has been over a month now that I have been completing deals for level up rewards. I have completed more than the 25 deals required to obtain the $1000 Amazon gift card. But my completed deals were never credited. In fact, only five were given credit to at any point and time. I waited the five day period requested for some credits to show up that never did. In the mean time, I completed more and more deals waiting for the credit to show up. I then emailed the company and the reply I got was that because of so many deals completed with no credit given I must be cheating the game somehow. But its the other way around. I sent not only the two screen shots requested of each deal completed, I sent three of each to show my interaction with each deal through their link provided. As well as charges made for in app purchases to obtain completion quicker. In that time, I spent $271.44 on in app purchases. They continued to drag out the process claiming that wasnt enough proof! All the while they went and made changes to the rules of completion of the deals that were not there when I began. The screenshots I have does not have the wording of must be new member to deal and no where in their terms of service is it written either. I sent over 100 screen shots to them in a total of three or four times, each time claiming I fraudulently completed them, but did not tell me how they came to that conclusion. Unlike myself which over 200 screenshots taken within the last month and a half of my ordeal. I dont see how I was fraudulent when I made very specific and deliberate steps to insure that I obeyed the terms of service every step of the way. They took steps to try to cover up their schemes making it impossible for me to get more than 5 deals credited at one time. several of my deals showed credited for mere days before being deleted. I was offered $100 by them but thats not even half of the in app purchases I made. When I completed all of the 25 deals fair and square.Business response
11/29/2022
Hi there!
Thanks for contacting LevelUp/Grubhub Customer Support.It sounds like you are writing in about a different company with a similar name, as thelevelup.com and our restaurant partners are not affiliated with this program for Amazon gift cards or cash/gidft cards back for purchases.
If you have a question, comment or concern about your Grubhub/restaurant app that we power or a delivery order of food from a Grubhub partnered restaurant - please feel free to reach out to *********************************** and we're happy to help with any app account or restaurant delivery experience issues.
Thank you!
Conor
.:LevelUp/Grubhub SupportCustomer response
12/05/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*******************************Initial Complaint
11/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
This was for a $100 gift card, I did the stupid "deals" in order for it to happen. Upon completion I go to collect said award only to be told an email will follow shortly with some code then enter said code to do a ID verify. Well one nothing ever came bc whatever was sent if it was even the email kept being denied on the site to do an ID verify. I am sure they do this on purpose or the lack of correct coding ability that makes it more streamline to process this. Therefore less work on their end and less money to give out bc for most part you can do deals under $3 (5 in total) that qualify you for the $100. They don't ever tell you anything about you'll need to verify your ID thru whatever service, or that you need to wait for a code to be sent separate of whatever email comes to you too confirm said gift. It is of course only after you did these things. In THEIR promo's for these one time charge for a 1-3 to 7 day trial of whatever services the sites promote will it say "you are signing up for a monthly service, not a one time use trial." In big letters all you see if 1 day trial, 7 day unlimited use trial for $2.99, etc. Except one company had the nerve to email me back with a denial for refund stating that I had agreed to the monthly service so no refund. And yet this company charged me not once, twice, three, BUT 4 TIMES the initial trial amount. Even though it's only a $1 but that is the attitude they hope most keep and just not do anything. I'll be writing them up next. But days later, bam you are charged a monthly service fee. And these amounts in total bonking me are almost double the dang gift card amount. But the simple fact I don't even have the gift card I'm literally out over $100 just for helping this ******** a** company bc I know **** well they get paid every time someone signs up for a service via their fake "rewards program." I will only change that last part when I am compensated for the stupid c*** I did for so far jack ****Business response
11/18/2022
Hi there!
Thanks for contacting LevelUp/Grubhub Customer Support. It sounds like you are writing in about a different company with a similar name, as thelevelup.com and our restaurant partners are not affiliated with any monthly fee programs, free trials or money-back rewards/prizes. Apologies for any confusion.
If you have a question, comment or concern about your Grubhub order/delivery or restaurant app that we power please feel free to reach out to *********************************** and we're happy to help with any app account or restaurant delivery and ordering experience issues.
Thank you!
Conor
.:LevelUp/Grubhub SupportCustomer response
11/18/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*********************************Initial Complaint
11/12/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Company operates a signup service where you sign up for certain businesses/services they promote and pay your money and get credit through said program towards a cashout reward. Sort of a "cashback" system. I had enough credits through their program of signing up/ordering products to cashout at $750, company wouldn't credit me for joining services/ordering products they were promoting that they said they would. Tried to cashout at $500 instead, they needed to validate *** Sent picture of ID front/back with a requested selfie of me holding the *** Still won't let me collect on what was promised acknowledging they received my ID I submitted, but asking for more ID verification. I'm out $ for ordering products/services through their program without them holding up their end of the business agreement. SCAM SCAM SCAM. This company also goes by Reward4spot and *************.Business response
11/16/2022
Hi there!
Thanks for contacting LevelUp/Grubhub Customer Support.It sounds like you are writing in about a different company with a similar name, as thelevelup.com and our restaurant partners are not affiliated with this program nor with Reward4spot and *************.
If you have a question, comment or concern about your Grubhub or restaurant app that we power please feel free to reach out to *********************************** and we're happy to help with any app account or restaurant delivery experience issues.
Thank you!
Conor
.:LevelUp/Grubhub Support
Customer response
11/16/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*****************************Initial Complaint
09/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I subscribed for a ******* 100$ gift card they told me to download sirus xm which I dont use I put my card info I still havent received the rewards I have 15 emails they said they would call me back never did said it wasnt there issue they are not doing there job and they called me right after I signed up to get my info I believe this is a scam ! And Im scared they will use my credit cards I just want my 100$ ******* gift card and for them to do there jobs correctly as is linking them togetherBusiness response
09/19/2022
Hi there,
You've reached out to LevelUp/Grubhub Support, it looks like you were inquiring about a gift card from ******* or about a promotion with sirius.xm.
We here at LevelUp/Grubhub have no affiliation with both of those parties, is there anything we can do to help you in regards to your Grubhub experience?
Let us know at ***********************************
Sincerely,
JhalilInitial Complaint
08/15/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I received a notice from my cash app account that this company tried to debit $105.00. I have not made any purchases for that amount, nor did I authorize any purchases for that amount. I had to lock down my card to protect them from taking any money out.Business response
09/06/2022
Hello ********,
Apologies for the delay! I'm reaching out to you in response to a BBB complaints we've received in regards to a debit you've received from us. Could you please share more information regarding the charge on your statement? We would like to look into that for you.
Best regards,
JhalilInitial Complaint
08/09/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I had 3 transactions posted to my bank account. $150 total. These were from a mobile app for Kung Fu Tea via the Level Up all. My debit card number must have been stolen from this app. The purchases were made in ******. I live in *********. I contacted my bank and my debit card is now closed out. I also emailed Kung Fu Tea. No response yet.Business response
08/15/2022
Hi *********************'ve received your inquiry regarding your unknown charge from Kung Fu Tea to your account. We would like to look into this for you, please reach out to us at ************************************ one of our associates will reach back out shortly to take a closer look at these charges.
Thank you,
******Initial Complaint
07/12/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Unauthorized charge for $19.93
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