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:20/09/2024

  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.

  ********************************* did two contracts with me. The first one for $1,538 they partially fulfilled. I asked them to send me documentation of the before and after statistics that would illustrate that the *** work that they did for me had in fact been effective. I asked them for this four or five times and they would not provide it on any occasion. They didn't do five billable hours of work. They did perhaps one hours work and then a bunch of busy work. But the second contract is the real problem. ****** **** represented to me that he could manage my ad stack. In other words, Twelverays could act as a full service ad revenue company. I said fine, let's get started with that. I gave him $869 and signed paperwork which alluded to "AdSense optimization" but the optimization that we spoke about on the phone was working with Google Ad Manager and that they never did. ****** kept stalling me every time I would ask him for an update on when would he start switching out ads, when would TR take over and manage the ad stack? I would send him emails (which I can provide copies of) and then he would send me an email saying we should speak. Then I would talk to him and he would give me an excuse for stalling, saying "the *** work had to be done." Finally, when over one month had passed since I paid him to begin work on the ad stack he sent me an email unlilaterally terminating our business relationship, saying that the "tone and content" regarding his utterly incompetent employee, "Lyric Custodian" compelled him to do so. I have voluminous emails to prove up my case. Some are attached below. Basically, there is a pattern of me 1. Asking what is going on; 2. Being stalled; 3. Being assured that work will commence; 4. Talking to ****** on the phone where he assured me work would go forward; 5. Nothing happening. 6. Me asking for the return of the $869 and me being told that "accounting knew about it." That's where this was left. I will be filing a lawsuit.

  Business Response

  Date: 12/10/2024

  Hello Patricia Kenny,
  
  We are grateful to have detailed recordings of every interaction between both parties, ensuring transparency on our part. You acknowledged the scope of work from the outset, and we proceeded accordingly.
  
  Your recorded racist comments, inappropriate remarks, and defamation towards our staff constantly put us in very uncomfortable situations that do not align with our values. We remain committed to delivering and maintaining our high-quality service and respectful environment.
  
  Regarding the SEO deliverables, during our discovery video call, you verbally agreed to the “SEO | Onsite - 5HOURS” service before the contract was sent out, with the understanding that this would not be sufficient to fully address ongoing SEO issues. We issued a “good will” refund for one service that was completed as agreed upon. For the second “good will” refund, we made several attempts to work with you but were unable to reach a resolution.
  
  This pattern of engaging with vendors for services and then writing defamatory reviews in hopes of obtaining full refunds is reflected in other online reviews platforms.
  
  We are more than willing to provide recordings and evidence in court if needed. We welcome the opportunity to address any concerns openly and transparently.
  
  Sincerely,
  Twelverays

  Customer Answer

  Date: 16/10/2024

   
  
  Complaint: 22311697
  
  
  
  I am rejecting this response because: Twelverays claims that they have "extensive recordings" of me making "racist comments" but they provide zero documentation of this fact. I don't believe that they have the alleged recordings. But if they do, they were illegally obtained. I have reported Twelverays' illegal actions to the Attorney General of the State of Nevada and to the District Attorney of Clark County, Nevada. It is the law in Canada that international calls have to have the consent of all parties to be recorded and it is the law in Nevada that all parties must consent. Therefore, if there was no consent, Twelverays broke the law of both Nevada and Canada.

  But going along with Twelverays' allegations, just for the sake of argument, IF Twelverays has these recordings, then they should present at least some kind of identifying information, such as date, time, parties on the alleged call and what "racist" "defamatory" or "inappropriate" comments were made. So far, all we have is Twelverays' claims of my alleged misconduct and zero evidence of same.

  This next sentence written by Twelverays is completely false. "This pattern of engaging with vendors for services and then writing defamatory reviews in hopes of obtaining full refunds is reflected in other online reviews platforms." If Twelverays knows of such a "pattern" and Twelverays has some insider knowledge of something like this, then they need to prove it. Either prove it or don't allege it. What does Twelverays know of my "hopes" with respect to other companies? Are they claiming psychic powers here? 

  On to their next comment: "Regarding the SEO deliverables, during our discovery video call, you verbally agreed to the “SEO | Onsite - 5HOURS” service before the contract was sent out, with the understanding that this would not be sufficient to fully address ongoing SEO issues." (switching to caps to distinguish my answer from their comments in quotes) UTTERLY FALSE. THERE WAS NO DISCUSSION OF "ONGOING SEO ISSUES." I HAD A NUMBER OF CONVERSATIONS WITH JULIAN NERY, THE TWELVERAYS SALES REP. THE BULK OF OUR CONVERSATIONS WAS ABOUT SHILABS' (another SEO company) DOCUMENTATION AND THE SEO WORK THAT TWELVERAYS WOULD DO. (I initially spoke to Shilabs, Twelverays, WebFX and two others and I had notes from all these places, most of all Shilabs.) ADDITIONALLY, SINCE I HAD MY OWN TECHNICIAN DO TWO BILLABLE HOURS WORTH OF BACKLINKS DELETION, JULIAN NERY AGREED THAT THE TWO HOURS ALREADY PAID FOR WOULD GO TO SEO WORK. NONE OF IT DID. I RECEIVED NO VALUE FOR THE $1,500 PAID. IN FACT, EVEN TODAY, MY NEW AD REVENUE COMPANY PROVIDER TOLD ME THAT THERE WAS A PROBLEM WITH THE ADS LOADING, WHICH IS WHAT TWELVERAYS CLAIMED IT WAS HIRED TO TAKE CARE OF. IT STILL HAS NOT BEEN TAKEN CARE OF AS OF 10/15/2024. "We issued a “good will” refund for one service that was completed as agreed upon." UTTERLY FALSE. JULIAN NERY LIED TO ME ABOUT BEING A FULL SERVICES AD REVENUE COMPANY LIKE MONUMETRIC. WHEN TWELVERAYS WAS CAUGHT REDHANDED IN THE LIE, THEY HAD NO OPTION BUT TO REFUND THE $859. THEY DIDN'T HAVE A LEG TO STAND ON. WHEN I ASKED TO SEE TWELVERAYS' DASHBOARD I WAS TOLD BY JULIAN, "WE USE ADSENSE'S DASHBOARD." PURE FANTASY.

  "For the second “good will” refund, we made several attempts to work with you but were unable to reach a resolution." UTTERLY FALSE. I RECEIVED THE EXACT SAME CONTRACT DAY AFTER DAY WITH ZERO ALTERATIONS. I CAN PROVIDE COPIES OF ALL OF MY SUGGESTED EDITS TO THE BBB IF THOSE DOCUMENTS WOULD BE OF ASSISTANCE. THE BBB WILL HAVE TO GET THE DUPLICATES OF THE UN-EDITED CONTRACT FROM TWELVERAYS BECAUSE ONLY THEY HAVE ACCESS TO IT. THE CONTRACTS ARE ONLY VIEWABLE BY THE RECIPIENT FOR A SHORT TIME FRAME. IT BECAME CLEAR AFTER A WEEK OF BACK AND FORTH WITH NO EDITS BEING MADE THAT TWELVERAYS SIMPLY WANTED TO STALL AND HAD NO INTENTION OF NEGOTIATING ANYTHING IN GOOD FAITH.

  Also, I see a number of attachments, but when I open them they appear to be my original attachments to the complaint. If I'm wrong, and there are new attachments that I need to view and respond to, please advise.

  Finally, in summation, Twelverays claims the following without any supporting evidence or documentation, whatsoever:

  1. The existence of supposed audio/video recordings of all Zoom/telephone calls between myself and Julian Nery, and all other parties at Twelverays with whom I spoke. If such things exist, this is the first I've heard of them.

  2. Granting arguendo that the recordings exist, and additionally granting arguendo that I gave permission for them, they purport to contain "racist comments." In what context were these alleged comments made, to whom, and when? Do transcripts exist of these alleged racist comments?

  3. Same question with regard to "inappropriate remarks," and "defamation towards our staff." What exactly was said, to whom, and when? Do transcripts exist?

  4. I never spoke with "staff" at Twelverays. I spoke with Julian Nery and Lyric Custodian was present on one Zoom call. My recollection is that the sole topics were the work at hand, details about its completion, queries about when it would be completed or queries about why it hadn't already been completed -- or in the case of the ad revenue company misrepresentation, why the work hadn't even been begun. At no time were there any arguments or disagreements that would lead to emotionally charged language. So if Twelverays claims abusive language to their "staff" then they need to prove it. They cannot prove it, because it is sheer fantasy. Additionally, I had email communications, only, with Junny Lee and Henry Huang, the owners. 

  5. Twelverays needs to prove “good will” or "attempts to work with" me towards a resolution of this issue of the original $1,500 contract. Because what I received, day after day, was the exact same contract with none of the edits that I suggested ever incorporated into the agreement. After a week of having my intelligence insulted, I gave up, as any normal minded person would do.

  6. Twelverays misrepresented both contracts. The first contract was intended to be SEO work. I have voluminous correspondence with another company, Shilabs, all of which I shared with Julian Nery. All of our dialogue was about SEO work. It simply is not possible that he did NOT understand that I was hiring him to do SEO work. 

  7. Additionally, when it was decided that my personal technical support person, Alex Sivro, would do the backlinks work, that freed up TWO billable hours (that had already been paid for) to do SEO work. That fact was documented in writing between us. 

  8. Julian utterly misrepresented Twelverays as a full service ad revenue provider. Twelverays refunded the $859 once it became evident that the lie was of such a magnitude that it could not be disguised. But the plain fact is, that it was simply one more bait and switch in a pattern of bait and switches. 

  9. Alex Sivro removed the backlinks on or about July 16. On or about August 6, I got an email from Julian saying, "I wanted to start the onboarding process for our team to do our Onsite SEO services for the existing pages on the website." I share this with you as an example of how Julian worded things so as to achieve two functions: 1. Assure me that SEO work was going on, when it wasn't; 2. Keep trudging through the functions of the package he sold me, the "technical health" package, which I did not want.

  10. The gravamen of this dispute is simple. I don't know why Julian just didn't sell me an SEO package, which is what I told him I wanted and what I thought I was buying. Even Junny Lee admitted to me, in writing, that that is what should have been done. If the owners will simply tell us all the truth about this issue, we would be on the road to resolution. I did not need a "technical health" package. I did need and want SEO work. I have explained all this to Twelverays until I am blue in the face. If the BBB can get the answer to the question, "Why didn't you just sell this client the SEO package she wanted?" then we would be on the road towards resolution. Maybe Julian didn't sell SEO packages and simply wanted to make a sale, so he did a bait and switch. I am speculating here, because I cannot get a straightforward answer. 

  I believe that when these ten questions are answered, we will find ourselves with a resolution at hand. Until such time, I will not accept the response made by Twelverays as any kind of valid resolution of this matter, for reasons already explained above in detail. 

  
  
  
  Sincerely,
  
  
  
  Patricia Kenny

  Business Response

  Date: 16/10/2024

  Hello Patricia Kenny,
  
  We are grateful to have detailed recordings of every interaction between both parties, ensuring transparency on our part. You acknowledged the scope of work from the outset, and we proceeded accordingly.
  
  Your recorded racist comments, inappropriate remarks, and defamation towards our staff constantly put us in very uncomfortable situations that do not align with our values. We remain committed to delivering and maintaining our high-quality service and respectful environment.
  
  Regarding the SEO deliverables, during our discovery video call, you verbally agreed to the “SEO | Onsite - 5HOURS” service before the contract was sent out, with the understanding that this would not be sufficient to fully address ongoing SEO issues. We issued a “good will” refund for one service that was completed as agreed upon. For the second “good will” refund, we made several attempts to work with you but were unable to reach a resolution.
  
  This pattern of engaging with vendors for services and then writing defamatory reviews in hopes of obtaining full refunds is reflected in other online reviews platforms.
  
  We are more than willing to provide recordings and evidence in court if needed. We welcome the opportunity to address any concerns openly and transparently.
  
  Sincerely,
  Twelverays
  

  Customer Answer

  Date: 17/10/2024

   
  
  Complaint: 22311697
  
  
  
  I am rejecting this response because: From what I can tell, the "response" that Twelverays made to the BBB on October 17, 2024 is identical to their response from earlier this week on October 15. If there is a substantive difference in the October 17 email, please point it out to me. It looks identical. 

  This is exactly the pattern that Twelverays established before, when they would send me proposed Settlement Agreements, to which no suggested revisions had been made, day after day. 

  
  
  
  Sincerely,
  
  
  
  Patricia Kenny

• Initial Complaint

  Date:15/03/2023

  Type:Billing 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.

  Howdy, I paid Twelverays $1,400 on September 15, 2022 for Social Media Services, and i paid $164 on Dec 4th, 2022 to them for help to switch text on a few graphic images and some other similar work.
  
  The graphics I purchased on Dec 4th were never done: no refund nor finished products were delivered. The student they had assigned the task to did not understand altho I spent an hour explaining an easy switch of text and image.
  They also charged me an initial $250 fee to meet with and set up with their account managers, but these account managers all left Twelverays after several weeks.
  
  Most of the services I paid for on September 15th for the next thirty days were not needed by me, and Twelverays Manager JUNNY promised a return of unused funds multiple times as documented in our correspondence all thru Nov of 2022 thru January 2023. He failed to follow thru on his much promised commitment to return funds as documented, and he would not provide an accounting of services provided altho I asked many times.
  
  I tried disputing this with my bank- unfortunately as JUNNY had kept putting me off- the bank saw what was going on, but could not raise these issues to **** as the dispute did not meet the sixty day deadline. JUNNY and HENRY told **** that I had canceled services during this time period, but I did NOT cancel the services contracted during this period- I had only asked them to halt any extra growth marketing of my instagram account which was not at all connected to services I paid for on Sep 15th. All is documented. JUNNY and HENRY may also say i was given a discount- but this does not affect the billing for this month and the design work. This experience was full of distressing unprofessionalism.
  I need the return of my funds for my December 4th payment,
  and I need a a return of unused funds promised by JUNNY
  and an accounting of services provided from Sep 15th to Oct 15th. I had requested this accounting many times as is my right, but they never provided.

  Business Response

  Date: 17/03/2023

  Hello. Thanks for taking the time to review our response.

  It appears that this person has done the same thing and open a dispute with her bank, disputing the invoice from SEP 14 2022, which is 6 months ago. The bank decided the dispute in our favor, and denied ****** claim of "services not received".

   

  As you can see, even her own bank is siding with us with these allegations and disputes.

  Due to the privacy issues, we will only upload the dispute complaint document and dispute result proof here. If you do require additional proof that was sent to her bank, we can facilitate that as long as the document won't be disclosed publicly to protect ****** personal/privacy information.

   

  Thanks for the time to review the response and the documents.

   

  Customer Answer

  Date: 17/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  Thank YOU. 

   

  Please view the repeated patterns of deceptive practices by Twelverays DOCUMENTED in the email correspondence. 

   

   

  FIRST MAJOR PATTERN OF FRAUDULENCE

   

  JUNNY promised to do a refund of unused services beginning in November 2022 all the way through January 2023.

   

  It appears he knew my window to dispute would be greatly lessened, and that is the problem here- my bank agrees with me that there were fraudulent practices going on. 

   

   

  They wrote me on Feb 17th that they can't contest and go to arbitration because the dispute is beyond their 60 day deadline. I filed this dispute immediately when JUNNY appeared to lie again and again in January 2023.

   

   

  SECOND PATTERN OF FRAUDULENCE

   

  The Business Services that I asked to halt had nothing to do with our contracted services, and Twelverays FULLY KNOWS that I did NOT halt our services- I just halted an extra growth campaign that they had been doing, and they know THIS very well. I have the evidence in my evidence documented in ADDITIONAL. 

   

  Again, I did ask Twelverays to halt services however Twelverays again appear to indulge in more fraudulent business practices as they know I did not halt the services in our contract. 

   

   

  THIRD PATTERN

   

  They performed so few hours that month that they will not and would not provide an accounting which is my legal right.

   

   

  FOURTH PATTERN OF FRAUDULENCE.

   

  I never received the graphics work i paid for on December 4th, and Twelverays is well aware of taking funds and not providing the product to me.

   

   

  Twelverays does not appear to abide nor wish to abide by Better Business Princilples, and I need then to follow thru on their commitments for ethical reasons.

  They can provide no other proof. 

   

   

  Thank YOU. 
  Please view the repeated patterns of deceptive practices by Twelverays DOCUMENTED in the email correspondence. 
  FIRST MAJOR PATTERN OF FRAUDULENCE
  JUNNY promised to do a refund of unused services beginning in November 2022 all the way through January 2023.
  It appears he knew my window to dispute would be greatly lessened, and that is the problem here- my bank agrees with me that there were fraudulent practices going on. 
  They wrote me on Feb 17th that they can't contest and go to arbitration because the dispute is beyond their 60 day deadline. I filed this dispute immediately when JUNNY appeared to lie again and again in January 2023.
  SECOND PATTERN OF FRAUDULENCE
  The Business Services that I asked to halt had nothing to do with our contracted services, and Twelverays FULLY KNOWS that I did NOT halt our services- I just halted an extra growth campaign that they had been doing, and they know THIS very well. I have the evidence in my evidence documented in ADDITIONAL. 
  Again, I did ask Twelverays to halt services however Twelverays again appear to indulge in more fraudulent business practices as they know I did not halt the services in our contract. 
  THIRD PATTERN
  They performed so few hours that month that they will not and would not provide an accounting which is my legal right.

  FOURTH PATTERN OF FRAUDULENCE.
  I never received the graphics work i paid for on December 4th, and Twelverays is well aware of taking funds and not providing the product to me.
  Twelverays does not appear to abide nor wish to abide by Better Business Princilples, and I need then to follow thru on their commitments for ethical reasons.
  They can provide no other proof. 
  

   

  
  
  
  
  Sincerely,
  
  
  
  **** ***

  Business Response

  Date: 22/03/2023

  Hello. Thanks for taking the time to review our response.
  It appears that this person has done the same thing and open a dispute with her bank, disputing the invoice from SEP 14 2022, which is 6 months ago. The bank decided the dispute in our favor, and denied ****** claim of "services not received".
  
  As you can see, even her own bank is siding with us with these allegations and disputes.
  Due to the privacy issues, we will only upload the dispute complaint document and dispute result proof here. If you do require additional proof that was sent to her bank, we can facilitate that as long as the document won't be disclosed publicly to protect ****** personal/privacy information.
  
  Thanks for the time to review the response and the documents.

  Customer Answer

  Date: 23/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have proof in my documentation that the services I halted were kot the services contracted AND I did not receive the invoice on my bank statement until mid October. ******* Bank, like most banks has a sixty day deadline to file a dispute. They only submitted the dispute because they saw just cause. Twelverays appeared to be attempting deceptive business practices as they submitted that I had suspended business services for that period. They neglected to clarify that the business services suspended were for a growth campaign which had NOTHING to do with and have NO connection whatsoever to the services I contracted with then to provide for the month disputed. JUNNY also delayed refunding what he promised over several months, so my window to dispute was closed by January. My bank cannot mediate the dispute as its past their sixty day deadline. I ask for justice here, please???
  
  
  
  Sincerely,
  
  
  
  **** ***

  Business Response

  Date: 28/03/2023

  Dear BBB Complaint Reviewer,

  
  Thank you for taking the time to review our response regarding the dispute raised by the complainant. We would like to inform you that the individual in question has initiated a similar dispute with their banking institution, contesting an invoice dated September 14, 2022, which is now six months past.
  Upon investigation, the bank concluded that the claim of "services not received" was unfounded and subsequently ruled in our favor, thereby rejecting the complainant's allegations.
  

  In light of this resolution, we kindly request that you consider the bank's decision as evidence supporting our position in this matter. To respect privacy concerns, we have attached the dispute complaint document and the resulting decision for your review. If you require any additional documentation that was submitted to the bank, we are more than willing to provide it, as long as it remains confidential and does not infringe upon the complainant's privacy.
  

  We appreciate your thorough examination of our response and the supporting documents. Please do not hesitate to reach out if you have any further questions or need additional information.

  Customer Answer

  Date: 29/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Number ONE

  The website

  ************************* lists all these cities, but as I tried to locate some of these locations to see if this issue could be straightened out- they don't appear to exist, and a bunch of the tabs don't work. 

   

  On the internet, TwelveRays says this about themselves:

   

  "We offer transparent monthly or fixed price services."

   

  Yet,

  I had asked Junny sev times in Oct and Nov for an accounting for the Sep 15th invoice, and also asked several times in Dec 22 on email. He answered here as cut and pasted:

   

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