Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bad product. They denied my refund request after a few days of using it.

  Business Response

  Date: 03/05/2025

  Per our refund policy (which is publicly outlined on our website: ***********************************************************************************************************************), plans must be unused or close to unused to qualify for a refund. 

  This user spent all the 625 credits allocated with their plan, as well as a portion of the 400 paid credits added as a bonus to any new subscribers' accounts. The user was advised of this policy, given directions on how to cancel their plan to avoid future transactions, and can see their credit history to verify these facts in their own Runway account by navigating to *********************************************************, then scrolling under the Invoices section to see their usage for the last 30 days. 

  We denied a refund to the user in accordance with our policies, and communicated clearly and repeatedly with the user throughout this process. 

  Customer Answer

  Date: 03/06/2025

  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]

  Runway ML's refund policy is both disappointing and frustrating for users. While they claim to offer full refunds within 30 days, the reality is much different. Many users have reported significant issues when trying to request a refund, with delayed responses or, in some cases, no response at all. The process is far from seamless, with users having to jump through hoops just to get the support they need. This lack of transparency and poor customer service raises serious concerns about the companys commitment to its customers. The refund policy should be more straightforward and reliable, ensuring that users are not left feeling ignored or cheated when they seek a refund. 

   

   

   

   

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

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

• Initial Complaint

  Date:09/06/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since August, I have been a paying member of Runway ML's 'Unlimited' plan, which I subscribe to via *****. I, along with others, have been publicly critical of this plan as of late, as it has not met expectations. Someone, on my behalf, recently pointed out an issue where Runway ML had, without warning, cancelled a Meetup that I was in the midst of scheduling, despite previously having the go-ahead from Runway ML. Now, they've removed me from their Discord channel. As a paying member, this is entirely unfair, and since I do not have full access to all that Runway has to offer as a paying member, I am requesting a full refund in the amount of $258 for the two months I paid for Unlimited, in addition to reimbursement for all credits purchased totalling $30. A total amount of $288 (Canadian).

  Customer Answer

  Date: 10/03/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Runway AI, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ******* ****