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:05/13/2024

  Type:Service or Repair 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.

  I am very disappointed by the services provided by this business, which are not at all what they promised. Despite my very clear and specific instructions of the kind of ads I needed for my business, they repeatedly made ads that did not fit those requirements and also contained additional typos and mistakes. The ads they made targeted customers that were not even related to my **********************. Despite me bringing up these concerns to the business repeatedly and frequently and asking for a refund and a termination of our services, they would not provide me with either. They instead insisted repeatedly that they simply needed more time to correct these mistakes, but continued to make the same mistakes over and over again. In total, I paid $600 to this business for their services. Because of their actions, I also spent $999 to run these poor quality ads on ****** My Ads.

  Business Response

  Date: 05/13/2024

  
  We are genuinely sorry to learn of your dissatisfaction with the services provided by our company. We value every client's experience and it's disheartening to hear when expectations aren't met. However, we believe it's crucial to provide clarity on the events in question.
  
  To recap, you engaged our services for ****** Business Profile Optimization & maintenance, ************* Ads, and ****** Search Ads, with a total fee of $600, inclusive of a 35% discount as per your request. Our collaboration commenced on March 19th, focusing initially on your ****** Business Profile & ****** Search Ads.
  
  Before proceeding with the ads, our Point of Contact (POC) engaged in a detailed discussion with you regarding your requirements. Following this, we forwarded an email requesting your approval once the ads were set to go live. Regrettably, despite our proactive communication efforts, we did not receive any response from your end.
  
  As part of our standard operating procedures (SOPs), we maintain consistent communication with all clients to ensure alignment and satisfaction. We have attached evidence of these communications for your reference, including instances where updates were provided without response.
  
  Furthermore, we made multiple attempts to address concerns raised regarding the ****** Tag Manager, as its access was vital for us to monitor progress effectively. Despite these efforts, communication remained challenging, hindering our ability to deliver optimal results.
  
  Regarding the identified mistakes, we promptly rectified them upon notification, demonstrating our commitment to quality and client satisfaction. We have included evidence of these corrections, along with supporting documentation of call volumes via ************* Ads and progress reports for your ****** Business Profile. 
  
  Ultimately, we respect your decision to discontinue our services, which you communicated on April 18th, coinciding with the cessation of access. Despite our ******* endeavors and the resources invested in your campaign, we understand your dissatisfaction and have refunded your payment in full.
  
  We remain committed to providing exemplary service and are genuinely apologetic for any inconvenience caused. Should you reconsider our services in the future, we would welcome the opportunity to restore your confidence in our capabilities.