ComplaintsforSAP Concur

• Initial Complaint

  06/26/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I originally used SAP Concur for one of our subsidiaries. I wanted to add a company to the platform and was told it would be a 4-6 week easy implementation to get the new company up on the platform and it would definitely be running by 1/1/24. I signed the new contract to add the company 10/27/23. I was not contacted by the implementation until Dec 2023. They ran into several issues and the implementation took several weeks. On 1/14/24, they were finally able to update the existing company to the new platform, but still had not done anything with adding the new company. I followed up several times to see what the issue was, but I kept getting blown off by a new relationship manager until she responded that because my free 3-months of Premium Assistance expired, adding the new company would now be an additional cost. THE NEW COMPANY WAS SUPPOSED TO BE SET UP BY 1/1/2024 BEFORE THE FREE TRIAL EVEN BEGAN! I continued to follow up only to get delayed responses and blown off. I was billed from 1/24-3/24 for the services for the new company that was never set up, so I disputed them. The new relationship manager told me that she could not open a case to have these refunded until I paid them, so in good faith I paid them. ***** later she said her case for the refund was denied. On 5/3/24 after still not having the new company set up or finding a solution, I notified SAP Concur my wish to terminate their services. I made several attempts to come to a resolution with them, only to get the runaround and their refusal for a refund for services paid for were never received. The existing company was down entirely for December, I paid $386.01 for services never received. The new company was never implemented by 1/1/2024 as promised, I paid $1,7445.15 for services never received. Additionally, I had to pay a 3rd party for a QuickBooks connection never fully used $2,325.00. In total, I paid $4,456.16 for services promised and contracted that we never fully received.

  Business response

  07/01/2024

  Hi ****, 
  
  I'm sorry to hear about the challenges you've faced with SAP Concur.
  
  My team will reach out personally to see if there's a way we can help. 
  
  Respectfully, 
  
  *******************
  Product Success
  
  

  Customer response

  07/18/2024

  I attached several documents to the original case to support my claim.  I did hear directly from *****, but they have not made any attempt towards a resolution, only that they will get back to me.  I would like this case to remain open until they make an attempt towards a resolution.  As I stated, I was out of the country and unable to respond within the response time window.
  
  Thanks,
  

  
  

  Business response

  07/29/2024

  Hi ****,
  
  As we discussed via email, we are still internally reviewing this case.
  
  Ill update you as soon as possible with more information.
   
  Respectfully,
  
  *******************
  

  Customer response

  07/29/2024

   
  Complaint: 21905868
  
  I am rejecting this response because: I have received no further communication from the business and they have not made any attempt at a resolution at this time. 
  
  Sincerely,
  
  **** ***

  Business response

  08/09/2024

  Hi ****,
  
  On July 31st, I shared a proposed solution with you via email, and I appreciate your acknowledgment.
  
  Its my understanding that our Cash Collections team is now in touch with you to finalize the reimbursement details. If anything isnt going as expected, please dont hesitate to reach out to me in our email thread.
  
  Thank you,
  *******************

  Customer response

  08/20/2024

  Can you please keep this complaint open?  While I did receive a refund offer from SAP Concur, they have yet to send me the amount so the issue is still unresolved at this point.
  
  Thanks,
  

  
  

  Business response

  09/06/2024

  Hi ****,
  
  Just following up on this case. Were you able to confirm the payments with your AP team?
  
  Thanks,
  *******************

  Customer response

  09/12/2024

   
  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

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  So I enrolled in SAP Concur around Jan 2024 and I was never able to get the system set up. When I enrolled I told them that this was a startup and did not yet need the system but just wanted to get it in place in anticipation for an account I was going to onboard later this year. About one week ago our business model changed to where we no longer will be issuing corporate cards and therefore do not need an expense system. It turns out the client we are getting is going to give cards to our employees and we do not need to issue them through our business. I reached out to SAP and asked to cancel my account because we no longer need the service and they want to make me pay the entire year of billing. I explained my model changed and I no longer need the system and their solution was for me to continue using the system to get my moneys worth. That solution makes no sense because the system doesnt work yet and I have no use for it and no employees to add. So Im now stuck paying for it until Jan 2025. Im a startup and its much harder for me to eat 3k than it is for their company. Furthermore, since Im not an active user and Im not even using the platform, there is no cost involved for them at this point. So Im literally paying them for something that isnt costing them and Im not using at all. I get that I signed a contract but things change especially in business and they just arent willing to even consider my situation. Im super unhappy with their service and the fact that they are just going to hide being their contract.

  Business response

  06/13/2024

  Hi ***, 

  I'm sorry to hear the Concur solution did not work for your business at this time. My team will reach out personally to see if there's a way we can help. 

  Respectfully, 

  Nic Tomei

  Product Success

  Customer response

  06/27/2024

  Thanks for reaching out. So, still no resolution from SAP Concur. After your last email, someone from SAP reached out and essentially gave me an explanation that in a very round about way, said they didnt think they could do anything. I replied saying they needed to figure it out and stop making such an ordeal out of something so small and I never heard from them again. I will forward the last and only email I got from them. Let me know how you would like to proceed. You may contact me by cell for any further explanation. Thanks
  
  *******************
  **************
  

  
  

  Customer response

  06/27/2024

  As mentioned, below is the full conversion from them. Let me know if you received this and can see all the messages in the thread. Thanks 
  
  Sam 
  
  
  Begin forwarded message:
  From: ************************* <*********************>
  Date: June 17, 2024 at 10:58:17 PDT
  To: "********************" <***************************>
  Cc: "*****, Nic" <*****************>
  Subject: Re: SAP Concur - BBB follow up
   
  I think its because this complaint was linked to my personal email. My business email is ********************************** or **********************************************
  
  
  
  
  On Jun 17, 2024, at 10:37, ******************** <***************************> wrote:
   
  Hi ***,
   
  My name is *******************, and I'm assisting Nic in reviewing this process.
   
  I was unable to identify your company name by searching with your email address. Could you please share it with us? Additionally, could you let us know who the account contact youve been working with is?
   
  Thank you,
   
  *******************
  Senior Program Manager
  ISBN Product Success SAP Concur
  LATAM & Americas SMB
  ? 07:00AM 04:00PM EST
   
  From: ************************* <*********************>
  Date: Thursday, 13 June 2024 at 17:27
  To: Tomei, Nic <*****************>
  Cc: ******************** <***************************>
  Subject: Re: SAP Concur - BBB follow up
  The only resolution I'm interested in is canceling my service. My account was never even set up, I dont use it and I have no use for the service. I have never submitted one receipt or used the platform for a single function. I was very clear when I signed up that I was doing it to prepare for an account that we were going to get and that I was not sure if SAP would work for our use case. You are billing me $500 per month for something that I never even used. You guys are making far too big of a deal about this. $500 a month is a lot for a small businessyet its nothing for you. And now youre losing a customer and making it so that for the rest of my life Im going to go out of my way to ensure I tell anyone I know to not ever use your company. If you want to resolve this just simply cancel my contract and stop billing me for something I dont use. 
   
  Sam 
  
  
  
  On Jun 13, 2024, at 13:13, Tomei, Nic <*****************> wrote:
   
  Hi ***, 
   
  I sent a reply to your BBB complaint mentioning wed reach out personally to try and help. Apologies the delay in our reply. Were in a transition period with several of our key stakeholders and we only received notice of your complaint and request this week. 
   
  We understand the position youre in as a business. My colleague and I will reach out to the account team and SAP Finance to look for any potential resolution path for your account, but to be candid, now that Finance is run through SAP Corp and not SAP Concur directly, we have less recourse and ability to affect changes where contractual obligations are concerned. 
   
  Respectfully, 
   
  Nic Tomei
  ISBN Product Success
  SAP Concur Bellevue, **
  T: ************. E: *****************
  <image001.png>
   
  This e-mail may contain trade secrets or privileged, undisclosed, or otherwise confidential information. If you have received this e-mail in error, you are hereby notified
  that any review, copying, or distribution of it is strictly prohibited. Please inform us immediately and destroy the original transmittal. Thank you for your cooperation.
   
  

  
  

  Customer response

  07/03/2024

  The only resolution I'm interested in is canceling my service. My account was never even set up, I dont use it and I have no use for the service. I have never submitted one receipt or used the platform for a single function. I was very clear when I signed up that I was doing it to prepare for an account that we were going to get and that I was not sure if SAP would work for our use case. You are billing me $500 per month for something that I never even used. You guys are making far too big of a deal about this. $500 a month is a lot for a small businessyet its nothing for you. And now youre losing a customer and making it so that for the rest of my life Im going to go out of my way to ensure I tell anyone I know to not ever use your company. If you want to resolve this just simply cancel my contract and stop billing me for something I dont use. 
   
  ***
  

  
  

  Business response

  07/11/2024

  Hi ***, 

  My colleague sent you a follow up email with resolution. Please respond to us on that thread if you have any follow up questions.

  Respectfully, 

  Nic Tomei

  SAP Concur

  Customer response

  07/12/2024

   
  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

  01/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Details of my complaint:-Representatives from SAP Concur repeatedly call our company "on behalf of ********************************* or on behalf of another name"-They have been frequently calling since mid 2023 -They will not leave a message they just say we will call back even after I tell them to remove us from their calling list -I have repeatedly told them to take us off their calling list, but they continue to call "on behalf of ...".-They will not stop calling our company.-today 01/09/2024 they called at 4:00pm on behalf of ********************************* asking for our business office Controller, -AGAIN I told the caller to remove us from their calling list for at least the 20th time they have called or I would report them to the BBB -today 01/09/2024 at 4:18pm the same voice called back on behalf of ********************************* asking for the business office Controller's assistant -AGAIN I told the caller to remove our company from their calling list -When the caller is asked what is needed, the response is vague and something like ********************************* wanted me to call. I ask what for and the caller has no answer and says they will just call back.- We just want them to STOP calling and respect our wishes!

  Customer response

  01/31/2024

  Thank you, BBB for your valued service in this avenue of communication, support, and recommendations. Although SAP Concur did not directly reach out to you, the BBB, or the company I work for, it appears that they may have stopped calling us. That was my goal. I have not received a call from them since I sent you the complaint earlier this month. Again, thank you for your service of intervention and recommendations for actions I may take should SAP Concur resume calling us.

  With gratitude,

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

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We were hoping to use this solution as they advertize it is working perfectly for our needs. When we signedt he contract we were never told that they start billing immediatley even when the sulution was not set up. Few month later they never fully set up the solution and we never get to use it. Never received any invoices, so did not know that silently piled the charges. So at this point we wasted time on something that never worked, and they try to get money for something never provided.

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Our company needed help setting up our Single Sign on and followed their instructions to the letter. It does not work. I am working with ********************* and she was not able to get me the correct answers. I asked for her top technical person and they said they do not know how to help us . For a large company of Concur and SAP this is embarrassing as all others ADP, Bamboo are able to help.

• Initial Complaint

  04/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Please Reference Invoice Number ************ We cancelled our monthly subscription with SAP Concur and received notification from them (via email) that we would only be charged through 02/13/23. However, not only did they charge ** a prorated amount for those 13 days; they also charged ** for the entire month. I have been trying to get our money back ever since then. This company's customer service is outsourced and absolutely horrible to deal with. The funds were automatically deducted from our bank account on 02/01/23 and 03/01/23 (respectively). We are due $844.98 and want our money back now.

  Business response

  04/26/2023

  I apologize for the frustration you are experiencing, please know that we are reviewing this.
  
  Please give me time to connect up with my team and I will reach back out to you.
  
  Thank you

  Customer response

  04/26/2023

   
  Complaint: 19980083
  
  I am rejecting this response because: WE HAVE GIVEN YOU ENOUGH TIME AND WE WANT OUR MONEY BACK TODAY
  
  Sincerely,
  
  The Bruery

  Business response

  05/01/2023

  I appreciate your need for timely resolution, and please know I am working to have this reviewed in a timely manner. 

  Customer response

  05/05/2023

   
  Complaint: 19980083
  
  I am rejecting this response because: They are just asking for more time.  This is not resolved yet.
  
  Sincerely,
  
  The Bruery

  Business response

  05/10/2023

  I appreciate the time to review the situation, please note that a credit has been issued on the account pro-rated to the date of disconnect.

  Customer response

  05/11/2023

   
  Complaint: 19980083
  
  I am rejecting this response because: I very clearly explained that we were charged the prorated amount for February in addition to our regular monthly fee.  I need to know how much they refunded before I accept this resolution.
  
  Sincerely,
  
  *******************************

  Business response

  05/15/2023

  It is regrettable that you are unsatisfied with the resolution, but we believe we have complied with our obligations and considered this matter closed.

• Initial Complaint

  01/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The Concur expense tool I am required to use by my employer Honeywell has a software issue that is blocking me from filing an expense report. Because of this known issue, my expense report cannot be processed and reimbursement to my employer (Honeywell) corporate credit card cannot take place. This is damaging my credit worthiness. In addition, I will be forced to pay the amount due to the corporate credit card company.

  Business response

  01/05/2023

  Thank you for your BBB submission, I will be ************* with the team here to investigate the matter.

• Initial Complaint

  11/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This is a service for tracking credit card receipts. Our Sales rep spoke with a representative at Concur and we started the service, we were to get 3 months free. However, within the first month it was determined that this was not what we needed and cancelled the service. The service was cancelled by *************************** with ******* he was working with. The cancellation never went through and they started billing us, we continued to tell them we did not want the service to cancel. This was stated by phone and email. They are STILL billing us months later. We paid one month due to their so called terms, and they are still billing for months after and now turned it over to their legal department. We do not owe for these invoices. We paid $215.74 and they are trying to get another $381.15 from us.*******************************

  Business response

  11/16/2022

  We have read through your BBB submission, please know that we will be ************* with the team here to investigate the matter.
  
  
  

  Customer response

  11/16/2022

   
  Complaint: 18392609
  
  I am rejecting this response because:  they keep saying the same thing and yet just yesterday an attorney sent me an email stating they were going to pursue legal action, that tells me they are not even looking into the complaint and are ignoring it.  

  The first person I spoke with was extremely rude.   The only resolution is for the charges to be dropped, they are charging for something was NEVER used and cancelled many times via email.

  I believe this is a racket.
   
  Sincerely,
  
  *******************************

  Business response

  11/29/2022

  An agreement has been reached with the customer. 

  Customer response

  12/06/2022

   
  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.  They have stopped the collection process.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  10/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We signed up for SAP Concur on Dec 27, 2021 and worked out a deal where ***/Feb invoices would be waived and billing would begin on March 2022. I was told by our sales rep, that implementation would take a month and would be complete prior to our first billing. He created an expectation of service that was met with rescheduling and holdups in the implementation caused by SAP Concur employees. With the failures in staffing on our implementation, we tried to talk to our account manager about the shortfalls of Concur but were met with silence. We terminated Concur on April 6, 2022 and paid through May 6, 2022 with the exception of March 2022 billing due to the breach of contract. When openly discussing the breach of contract, our AR representative and account manager quit responding to emails when approached asking for assistance from their superiors. My final email to the team, since the previous 4 went unanswered, was asking for a supervisor to discuss the claim with. Today, I received a Final Demand on a disputed invoice and that's when I realized they dont care that Concur didnt keep up their side of the agreement. We will not pay for a service that was unusable and simply want the bill removed from the account and no further contact from SAP Concur.

  Business response

  10/25/2022

  Hello ************, 

  My name is ****, and Im with the *************** here at **********************.
  

  
  Ive read through your BBB submission, please know that I will be ************* with the team here to investigate the matter.
  
  I ask for your patience while I look into this.
  
  Thank you
  
  *******************
  Senior Program Manager, ***************
  ********************** Solution Area

  Customer response

  10/25/2022

   
  Complaint: 18305450
  
  I am temporarily rejecting this response because:

  I have been attempting to escalate the breach of contract since July 6, 2022 when our Client Success Manager quit responding to emails.  I'm looking forward to a speedy resolution and will update my response upon resolution of the dispute.
  
  Sincerely,
  
  *************************

  Business response

  11/03/2022

  An agreement has been reached with the customer.

  Customer response

  11/10/2022

   
  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.

   

  SAP Concur has accepted fault and removed the bill from our account.  No further contact from the company will be made.

  
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There have been repeated sales calls by this organization multiple times a week to our company. We cannot even use their services and we have told them several times to stop contacting us. This is now borderline harassment. We have notified them by e-mail, telephone, and mail. I do not want anyone from this organization to contact our company again. Please change your sales practices.

  Business response

  09/20/2022

  My name is ****, and Im with the *************** here at **********************.
  
  Ive read through your BBB submission, please know that I will be ************* with the team here to investigate the matter.
  
  I ask for your patience while I look into this.
  
  Thank you

*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. ↩