Complaints

This profile includes complaints for Direct Digital's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Direct Digital

  4308 Village Centre Court Mississauga, ON L4Z 1S2

  
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  Direct Digital

  5151 Belt Line Rd Ste 360 Dallas, TX 75254

• 

  MIS Multimedia International Group Inc

  1967 Wehrle Drive Suite 1 PMB#037 Buffalo, NY 14221

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:25/04/2025

  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.

  I agreed to a contact with Direct Digital for an advertising campaign on a digital marketing interface located in a hotel near my business location. I signed the agreement for the campaign in March. I received no replies to my inquiries regarding delivery of the service. Three different contacts communicated with me, one of which went to my spam. I was provided no explanation for the lack of follow through and extreme delays in delivery.
  
  I filed ********** charges in June. I reached out to inquire about the displays and received a reply that they were to be installed. I also received a link to poorly created digital images that did not reflect what was shown in their marketing package. It took months for them to get back to me with changes. By the time they did get back to me, I had decided to close the location and was no longer in need of the marketing which, at that time was now out of season and would have needed a complete redesign.
  
  I told the company I would like to discontinue engagement and will not be paying as the promised service was not provided in a reasonable time. They offered a settlement in which I was expected to pay them. I chose not to engage any further as I felt I had been clear and my decision aligned with the agreement I had signed. The company continues to contact me asking for payment.

  Business Response

  Date: 28/02/2025

  I have thoroughly reviewed
  the client’s account and can confirm the following:
  
  

  
  
  • The client signed a two-year auto-rolling contract on 29/03/2024, and services have been provided since then.
    
  
  
  • The welcome pack was sent on 03/04/2024, and the welcome call was successfully completed as part of the onboarding process.
    
  
  
  • While the advert proof was delayed, the contract does
    not specify a timeframe for proof delivery nor for the publication of advert. This is why the contract
    includes a clause stating that advert airtime will not commence until the
    advert is live.
  
  
  • The first proof was sent to the client, and up until September 2024, they were actively working with us regarding their advert proof. Although they expressed some dissatisfaction with the delay, they remained engaged in the process.
    
  
  
  • Suddenly, on 3rd October 2024, the client informed us that they no longer needed the advert due to closing their current location.
    
  
  It is important to note that:
  
  
  
  • The client signed a two-year contract, auto rolling contract, which we have now stopped form auto renewing
    
  
  
  • If they had anticipated a closure, they should not have
    committed to a two-year auto rolling contract
  
  
  • If the closure was an unforeseen circumstance, they are
    still legally bound by the contract they signed. Simply choosing to
    walk away is not an option.
  The client’s account is currently with credit control due to non-payment, as they are in default. Our team will be reaching out to them regarding their outstanding obligations.While there was a delay in the advert proof, it did not impact their advert airtime and we have tried explaining this to client and they remain uncoperative
  

  Customer Answer

  Date: 28/02/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  There was no "sudden" contact regarding no longer needing the services. The services were never provided.  I repeatedly reached out to check on the kiosk and advertisements receiving no reply or a significatly delayed reply.  I ultimately assumed that this was a ********** company and reported as thus.  After contacting the company multiple times and recieving no reply, I wrote to say that I no longer required the services. Per the contract, section 9.4, the advertiser can terminate the contract by doing so in writing.  The closing of the location was not anticipated. When the decision was made to do so, I had not approved an ad, had no confirmation of an ad running, had seen no ad and had not heard from the company. I alerted them as soon as the decision to close was made. Because no services had been rendered, this was an additional follow-up to be sure the contract had been terminated. The duration of time that has passed since I signed the contract is unreasonable. No service was rendered, therefore, the terms of the agreement were no rendered.
  
  
  Regards,
  ******** *********

  Business Response

  Date: 05/03/2025

  Hello,
  Upon reviewing your account, I can confirm that the service has been provided as per the details below:
  03/04/2024 – Welcome pack sent.
  03/04/2024 – Outgoing call completed for onboarding.
  26/04/2024 – Email sent regarding advert and site update, responding to your query within the expected timeframe.
  23/05/2024 – Informed you that the screen was installed and working, and the advert was under amendment, following your query received on 23/05/2024 at 01:53 regarding screen installation.
  26/06/2024 – Received an email from you, which we responded to on 02/07/2024.
  28/06/2024 at 11:25 AM – Proof of advert sent to you.
  02/07/2024 – Email sent advising the location of the screen.
  09/07/2024 – Received requested changes and acknowledged them, confirming that we were amending the advert.
  August 2024 – You followed up regarding the advert status, and my colleague placed a hold on your contract since the advert wasn’t live. We responded on 01/08/2024 to your email received on 30/07/2024.
  13/09/2024 at 14:19 – Sent you the advert proof.
  September 2024 – Received further amendments from you, which we acknowledged and incorporated.
  04/10/2024 – Sent the revised proof within 7 days.
  Following this, your account was handled by the credit control team, with ongoing email and call communication.
  These events and timeframes demonstrate that we have acknowledged all your emails and calls within the specified timeframe and that the service has been provided. While we acknowledge and apologize for any delays, your contract does not specify a fixed timeframe for the advert to go live. This is why the contract includes a clause stating that airtime does not begin until the advert is live on the screen—meaning you have not lost any airtime.
  Your contract is a two-year minimum term with automatic rolling. I can confirm that the rolling has already been stopped; however, the two-year minimum term remains legally binding, and you are obligated to adhere to its terms.
  Please let me know if you require any further clarification.
  Kind regards,

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

  Customer service team

  Business Response

  Date: 08/05/2025

  Dear ******
  
  Thank you for your continued communication.
  
  Firstly, while we acknowledge there was a delay in the advert proof process, it is important to highlight that your contract does not specify a fixed timeframe for the delivery of advert proofs or for when the advert must go live. This is precisely why the contract includes a clause stating that your advertising airtime only begins once the advert is live, ensuring you receive the full duration of your booked term.
  
  To provide a clear summary of the timeline and our actions:
  
  *You signed a two-year auto-rolling contract on 29/03/2024, which is legally binding.
  *A welcome pack was sent to you on 03/04/2024, and the welcome call was successfully completed as part of your onboarding process.
  *The first proof of your advert was sent, and communications regarding the design continued until September 2024. During this time, you remained actively engaged despite expressing some dissatisfaction with the delays.
  *On 3rd October 2024, we were informed that your business was closing, and you no longer required the advert.

  
  It’s important to note the following contractual and procedural points:
  
  *The contract you signed is a two-year agreement that automatically renews. We have since stopped the auto-renewal to prevent it from rolling into a another year.
  *If the closure of your business was anticipated, it should have been considered before signing a multi-year contract. If the closure was unforeseen, the legal obligations of the contract still apply.
  *Simply discontinuing participation or payment does not void the agreement. Your account is now with our Credit Control team due to non-payment, and they are dealing with you directly.

  
  Regarding your comments on communication, I respectfully disagree that there was a lack from our side. All communications, including proof delivery, responses, and updates, were documented, and we made every effort to keep you informed.
  
  As for the advert design itself, I completely understand that the initial proof may not have met your expectations. However, these are called "proofs" for a reason—they are drafts and not final versions. We are always happy to collaborate with you to refine the advert in line with your vision and brand. Unfortunately, as we received no further communication from your end, the advert went live as per process to ensure your campaign timeline remained aligned with contractual terms.
  
  That said, I genuinely want to work with you to resolve this matter constructively. I’m more than happy to:
  
  *Redesign the advert in full collaboration with you, and
  *Restart your advertising airtime so you receive the full term of service you originally signed up for.

  
  I understand that this situation may be frustrating however I want to reassure you that we are here to support you
  
  Please let me know how you would like to proceed, and we can take the next steps from there.
  
  Kind regards,