ComplaintsforSplice

Music Distribution Companies

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Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

Initial Complaint
06/04/2024
Complaint Type:
Product Issues
Status:
Unanswered
The business failed to respond to the dispute.
I have loved this service for as long as I've had it. The quality of their music samples has never disappointed me, and I have made a few works using their service that I am proud of. The major issue that has completely changed my opinion of this company is their cancellation policy. I currently have racked up ******************************** ***** so far. I'm personally very picky about what loops I purchase with my credits, so ************************ a while. I went to cancel my subscription only to be told that if I cancel my subscription, I will lose everything. My credits I have paid for, my library, my likes, etc. I researched this more because, surely, I was reading it wrong. To my shock, that is just their business model. And they are completely aware of how predatory that business model is. I can understand my likes disappearing after cancellation, but media that I, again, have already paid for? How this is legal, I have no idea. I should be able to access credits and already purchased loops after cancellation. Knowing I have already agreed to their service policy, this is all I can do to warn others about Splice. Given Splice's responses to other BBB complaints, they are completely shameless. You people should in fact be ashamed. I will never recommend Splice to any musician again.
Initial Complaint
03/25/2024
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.
I tried to refund as they say I have to do it with ***** but they are charging me directly to my Debit and not ***** as I already contacted ***** and they said they cant help me. I want all my money back because besides secretly charging me even after canceling me they made the the price go up from 4.99 to 9.99 without telling me and without my permission. So I wan a refund with all my money Ive spent on this app back and to cancel my subscription.
Business response
04/12/2024
Hello again!
We just wanted to check in and see if you still need assistance. We haven't heard back from you, so we wanted to let you know that we will be closing out this support request.
However, if you still need help, please don't hesitate to reach out to us at any time through our support page:******************
. We are always happy to assist you.
Thank you again for contacting
Splice support.
Have a great day!
Initial Complaint
02/28/2024
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.
Splice.com charged my credit card $12.99, eight (8) different times on 2-26-2024. I do not have an account with them. I tried reaching out to them, but got a response the company is on a company wide event this week. That's over $100. These unauthorized charges have caused **** to my account causing authorized payments to bounce, and I've had to cancel my credit card.
Business response
03/01/2024
Hi there,

We already responded to this customer's inquiry 2 days ago (Feb 28th). Please have them check their spam folder.

I have attached a transcript of our agent responding.

Thanks!

*****
Initial Complaint
11/10/2023
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 have requested to stop getting charged by this company every single month. Like clockwork, they continue to charge me every single month. I have to go in and file a complaint with my credit card company every single month. They have fraudulently used my card for six months and said I have to provide government ID in order to stop charging me! What, so they can steal my identity too?
Business response
11/10/2023
Hello

this customer signed up for a free trial and forgot to cancel the trial so they were charged monthly. They wrote into ** from the wrong email address connected to the Splice account continuously and we asked for them to provide ** as a security protocol to verify they are the account holder seeing as they werent writing in from the address connected to the account they were being charged from. Each time either the customer did not respond to our emails or gave us issues providing an **, even though we mentioned multiple times that they could redact sensitive information on the *** The customer finally provided the ** yesterday and was provided a refund on the product and the subscription was canceled.
sincerely ,
*****
Initial Complaint
10/23/2023
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.
Splice.com has taken $13.77 from my bank account every month since April 2023. I nor Anyone in MY household ordered, place, or have anything to do with Splice. This is fraud. I have tried ********** to reach them by phone - the person would tell me either I'm sorry we will take care of it or thank you for call we're sorry about the problem we will take care of it and refund the charges. As you can see from my bank they are continuing to Charge me. I Demand my money back. I Demand they stop charging me for service I have Never signed up for.
Business response
10/23/2023
Hi there,

I am not seeing the customer ever contacting us through the email they provided, ********************. They will need to reach out to us via our support form here: ************************************************************** . We also never had phone support so I am unsure whom the customer spoke to on the phone but it was not from **********

Sincerely,

*****
Customer response
10/26/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I'm not able to submit a request for Help - contact them online because Dplice requires me to enter information I don't have_ such ad username. It's setup ad that it cam not be skipped.
I called ************. The phone number I'd not listed Anywhere on their website. I was forced to take more of my time and get help to find any kind of way to reach this company. They make it extremely hard.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business response
10/26/2023
Our help section can be entered by anyone, even if you don't know your username. Just enter anything in the username field to continue.We do not provide support.
Initial Complaint
10/16/2023
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.
Hello,Ive been a Splice customer for several years and find myself with an excess of credits that I havent used. While I appreciate the service, I cant justify continuing to accrue credits that I dont need. Its ridiculous that stopping my subscription would result in losing these already-paid-for credits, which I find to be a problematic aspect of the current business model.Id like to discuss options for resolving this situation in a manner that is fair and allows me to maintain the credits *** already purchased without risk of losing the .Thank you for your attention to this matter. I look forward to a prompt and satisfactory resolution.Best regards
Business response
10/16/2023
Hello,

So sorry for any frustration or inconvenience this may have caused you. Just like many other subscription-based platforms, an active subscription is required to access and download from the platform, and if you do cancel, your credits will expire after 28 days. Part of the price of the subscription is access to the Sounds platform and cloud storage to store your sample/credits. All of this information was included on the checkout page when you first subscribed, as well as our help section: support.splice.com and in our terms and conditions (www.splice.com/terms) which you agreed to when signing up that an active subscription is needed to use any built up un-used credits.

One of our primary goals is to serve the global community of music producers out there, and we apologize when this goal collides with the business practices we need to adopt in order to stay afloat. We are a very small team that really cares about your satisfaction with our products and loves hearing what Splice users create.

Sincerely,

*****
Customer response
10/16/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I do understand what your policy is. My issue is that it is predatory and loops people into a continuous subscription, even if they have no need for it currently, just to retain the credits they have paid for. It is predatory and I hope there is something we can do to alleviate this burden.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business response
10/19/2023
Hi there,

Unfortunately since this is our business model and the user agreed to these terms and conditions when signing up, we are not able to change the terms for one person.

Sincerely,

*****
Customer response
11/01/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved

Hello,

It is a terrible business model and something that most people would liked changed. Not even sure how it is legal to be honest and may look in to addressing my concerns legally.

I will be using my credits asap and permanently cancelling services with you.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*********************
Initial Complaint
09/22/2023
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've paid for Splice since 2018, about $7.99/month. I have accumulated thousands of credits and still have almost ***** in my account, which I paid for with the monthly fee. Splice is telling me I can't access the credits I ALREADY PAID FOR without continuing my subscription- how is this legal? I already paid for the credits, why do I have to keep paying for more credits, just to use the credits I already purchased? It's mind boggling and I either need a refund or to be given access to my credits without buying more.
Business response
09/22/2023
Hi there,

Just like many other subscription-based platforms, an active subscription is required to access and download from the platform, and if you do cancel, your credits will expire after 28 days. Part of the price of the subscription is access to the Sounds platform and cloud storage to store your sample/credits. You need an active paying subscription to access any built up credits. This is also part of our terms and conditions which was agreed to when signing up with Splice. ******************** , we are unable to provide refunds on any un-used credits.

One of our primary goals is to serve the global community of music producers out there, and we apologize when this goal collides with the business practices we need to adopt in order to stay afloat. We are a very small team that really cares about your satisfaction with our products and loves hearing what Splice users create.

Sincerely,

*****
Customer response
09/22/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Unacceptable response. Business is forcing me to keep paying to "access" the credits I already paid for, with the excuse that I need their cloud to access said credits. This is inaccurate as Splice offers a direct download of content. This should be illegal.
Sincerely,

*******

Business response
09/26/2023
Hi there

the customer can look at our terms and conditions here : ******************** and see we clearly lay out an active paying subscription is needed to access our services. The customer agreed to these terms when they signed up with Splices services. This was also pointed out when the customer purchased the subscription at the checkout screen.
Initial Complaint
05/17/2023
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 signed up for a free trial with ****** web and was immediately charged for it this is totally illegal. I will be pursuing the company aggressively for scamming me.
Business response
05/17/2023
Hello,

This person is referring to this company: *************************************************************************** , which is not **. We are Splice the music production company. Please close this case as this is not about our company.
Initial Complaint
05/04/2023
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.
Keep getting charged even though I paused my subscription. ********. Money theft.
Business response
05/04/2023
Hello,

We responded to this user yesterday and provided a refund on their Sounds subscription. We also provided a valid explanation on the charges. I have attached the email the user sent and our response.

Sincerely,

*****
Initial Complaint
01/09/2023
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 subscribed to a free trial decided I didnt like the software and clicked the cancel button gave a reason why I didnt continue the subscription and that was it. Yet I was charged 80$ out of nowhere. Im not rich and it took all my food money for the next few days. I said no and you still charged me that is a scam. Refund me my 80$ scammers yeah splice music yeah you the producer software dont try to act like wrong person. You should be ashamed
Business response
01/09/2023
Hello,

This user has never reached out to us for assistance nor does ******************** pop up as a user email in our system. if the user needs assistance they can always reach out to us via our help form here: **************************************************************

Best,

*****

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