Complaints

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

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• 

  The MARC Group

  194 Main St S. Newmarket, ON L3Y 3Z2

  
• 

  The MARC Group

  Unit A - 190 Memorial Ave Orillia, ON L3V 5X6

  
• 

  The MARC Group

  203 620 12 Avenue SW Calgary, AB T2T 0A7

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:14/05/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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 purchased advertisement space from MARC group, it says in their receipt that the release date can change, but it’s been pushed back over and over again, never receiving my advertisement over a year later still just promises from them.
  I no longer need the advertisement and they harmed my small business in the process. I believe they are ******** who sell something that is not true, and I want my money back.

  Business Response

  Date: 23/05/2025

  Given the additional time that has passed and the fact that the bags have not yet arrived at the market, we will proceed with issuing the refund.
  Our accounting team will contact the client if any further information is required to process the refund.

  Customer Answer

  Date: 24/05/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *** *******

• Initial Complaint

  Date:06/03/2025

  Type:Delivery 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 was contacted to advertise with this group on local stores bags.
  I was pushed into paying for advertising very quickly, which I did.
  Contact person told me the bags would be ready in the late summer. I have contacted them in October to see the status of the bags as they were supposed to be released by than and was informed the bags will be available soon.
  I called them numerous times and after my 3rd email they finally replied.
  now we are march and the advertising is still not available. nor did I get my sample bag I was promised.
  they ******* me out of a 1000$.

  Business Response

  Date: 12/03/2025

  Our team attempted to reach you multiple times via voicemail and email to provide you with an update. We wanted resolve the issue and clarify that the bags were delivered to the store last month on February 7, 2025. They are welcome to stop by the store to pick up a copy while we wait for the sample bags to arrive. We have include the email from the store confirming the delivery of the bags along with the carrier tracking information.

• Initial Complaint

  Date:20/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 was called by a sales rep promoting an ad campaign at ****** ***** from Nov/23-Apr/24. It sounded like a great opportunity as I was trying to build up local clientele - ******* ** ****** *** ** ** * **** ***** ** *****.
  
  When I was contacted, I was told my ad would play on 1 table top sign PER table = 45-50 at the restaurant but when I went by Nov. 3, there were only 10 & my ad wasn't on any.
  
  I followed up to complain & was told the ad would be loaded, but there were only 10 signs.
  
  I told them I wasn't happy & wanted a refund, but they had a 5 day cancellation window from the date of processing the order only. The invoice showed the duration of the campaign (6mths), not the quantity of signs I was told I'd receive (50 vs. 10) so I filed a complaint with ****.
  
  They refunded the charge, but later reversed it since some level of service was still provided. **** said they agreed but had no choice to reverse the charge & directed me to filing a consumer complaint with the BBB & a couple of other organizations.
  
  I feel like Marc Advertising misrepresented what they were offering & need to update their business practices to better describe the scope of what they are selling. Further, the cancellation window should extend to the time the campaign starts, when customers can actually see what they are getting vs. what they are told.
  
  I paid for this period of time and have gone back to the venue, but my ad is not playing *** ****** ****** *** ******* **** *** * ******** ***** ** ******

  Business Response

  Date: 27/02/2024

  A 6-month subscription to digital advertise on 12 table-top charging devices to run from November 1st, 2023 - April 1, 2024 was purchased.

  The customer was contacted by a sales representative from The MARC Group on Friday September 29th, 2023. The sales agent contacted the customer via telephone to discuss an advertising opportunity in partnership with the local ****** ***** Restaurant. The customer was advised that this opportunity would include a 6-month subscription to advertising on 12- table top charging devices spread throughout the busiest tables in the restaurant. They agreed to move forward.

  The initial call was 25 minutes long and contained private customer information. ** **** ******** *** **** ** *** **** ******* *** ******** *** *** ***** ************** **** **** **** *** ******* ** ******* At no time in the call or in any of the emails was it is communicated that every table in the restaurant would have a device on it.

  It also should be noted that this customer also tried to dispute this service through their credit card company and lost. 

  All services are outlined in the Sales Receipt *** ** ** ********* **** ******** *** ****** *********** ********* ************* ***** **** *** *****
  
  
  

  
  

  Customer Answer

  Date: 28/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response provided by The Marc Group.

  I have made it clear in my original claim that I had a call with the sales rep and the services were outlined. I understood that there would be a table top sign provided PER table in the establishment only 10 however, I didn't catch this misunderstanding ** * ******* **** ************ ***** **** ****** *** ** ***** ******* ** ******* *** **** ******* *** ******** ** *** ********* I never disputed the duration of time, only the level of service as I understood the signage would essentially cover the entire location, not 20% of it. I even commented to the rep that this seemed like a good deal for the money.

  Further, they provide 5 days to cancel after booking the campaign however this is over a month in advance of the campaign even running so you don't even get the chance to really see it prior to the cancellation window closing.

  When I spoke to the manager at ****, they said they had no choice but to overturn the claim since service was provided in the sense that it covers a window of time, even if the level of service was a fraction of what was expected. They were the one's who suggested I file a consumer complaint ** **** ****** **** *** ******* ******** ******** ** * ********** *** ********* *** *** *** ********* ***** *** ***** ********* *** ******** ******* ****** ******* ***** ***** *********** **** **** ******* ** * **** **** ** *** ** ******** ********* *******

  While I acknowledge and take accountability for the fact that I shouldn't have agreed to a service over the phone without first being provided with a clear list of what was being provided - * ** ****** ***** ******* ** * ******* *** ******** ***** ** ********* ********** ***** ********* ** ***** ****** ********* ** ********** Payment should not be required over the phone. A proper contract clearly outlining WHAT is being provided, in terms of the # of signs being promised, as well as how long the campaign will run is essential. 

  In closing, I also don't believe the campaign is even effective. The advertising has been running for 4mths and not even 1 lead has come in. ** *** * ***** ***** ** ** **** *** ******
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 05/03/2024

  Unfortunately, we are not able to move forward with a refund. You have said that you had a call with the sales rep and the services were outlined. We also provided the transcript of the call showing that the program and services were clearly outlined by the sales rep and agreed upon by the client before payment was received. We are sorry you are now feeling misled but The MARC Group. In the end you did agree to the services outlined over the phone and provided a method of payment to move forward before the invoice was issued. After the invoice was issued you had an opportunity to cancel but you did not. We have provided the services that were agreed upon and paid for by the client. The program runs until May 1, 2024 so please reach out to the team if you wish to make any changes or want to take a different approach to your ad. 

  Customer Answer

  Date: 09/03/2024

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

  While services may have been described, at least to some extent over a very short phone call, the FULL scope of the services provided was not clearly described in the invoice - *** ** ***** * ******* **** *** ******** ******* ** ***** ** *** ****** ** ***** ***** ** ********* *** ********* ******* ** **** ** *** **** * ****** ********* **** *** **** **** * *** ************ ****** ******* **** **** ******* **** *** *** 

  * ******* *** **** *********** ***** ********* ******** ********* ** **** ****** **** ********* *** ** advertising program that completely overpromised, and underdelivered. In 4.5mths it has failed to deliver even one lead. **** * ***** ** ***** **** ************ ** *************

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

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

  Business Response

  Date: 25/03/2024

  If the client was not clear on what they were signing up for after the 25-minute call between themselves and our sales representative, or if the client was not happy about the details listed on the invoice at the time of purchase, those concerns should have been brought forth at that time.
  

  We are willing to move forward with removing your ad from this program and providing you with a refund for the time remaining on our Tabltop Program at the Pickering ****** *****.

  Customer Answer

  Date: 26/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because there was no way to know I wasn't getting the services I was expecting based on the invoice provided in late September until I could go by and see the campaign when it launched 5 weeks later. 

  * ******* **** ******* ** ************* ***** ** **** ******** ** ********** *** **** *** *** *** ******** ****** ** ******** ** ******* ********** You further put a short cancellation window so they can't get out of a contract, even when they can't validate what they are receiving until far after. 

  I raised concerns about this immediately after going by the location a few days into the campaign. It took a long time to hear back and I could've easily been refunded me then replaced on the campaign within a couple of weeks. 

  There is now very little time left on the campaign I tried to cancel *** ** ***************** months ago. ** ***** **** ****** ** * ****** ** * ***** In addition I can confirn that not even one lead was received during the campaign ** ** *** ** ******** ***** ** ***** **** ************ ***** 

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

  Business Response

  Date: 02/04/2024

  After careful consideration, we've reviewed your request for a full refund and, unfortunately, are unable to proceed with it. However, we would like to offer you a refund equivalent to the last 2 months of the program, amounting to approximately $400.
  
  Please understand that our intention was never to mislead you. The program details were communicated during your 25-minute phone call with our sales representative prior to the purchase. If you require a review of this conversation, we're more than willing to provide it.

  Furthermore, I want to reiterate that our Tabltop Program, including its terms and conditions, is available on our website for all interested parties to review. You can find comprehensive information about the program at the following link: ****************.

  
  

  Customer Answer

  Date: 02/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because while it may not have been your intention to mislead me as a customer, I do believe that some information is omitted from your invoice ** ***** **** ************* ****** *** * *** ******* If you can't offer a full refund, I would request at least half of what was spent. I did mention my dissatisfaction immediately after going by the restaurants, two days after the program started *** *** ** ****** ** ***** ******** ** ****** ** ********* *** ***** ********** 
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 11/04/2024

  We will move forward and provide the customer with a 50% refund. 

  Customer Answer

  Date: 25/04/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution of the 50% refund is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:13/12/2023

  Type:Order Issues
  Status:

  ResolvedMore 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.

  This group reached out to me to advertise on bags for our local farmers market in Mary 2023.
  I paid, approved advertisement and have not received mock up of bag or any details of this marketing moving forward. I've followed up and have had no response. I've requested a full refund and have no response.

  Business Response

  Date: 18/12/2023

  We sincerely apologize for any inconvenience or disappointment you've experienced with our program. Your satisfaction is our top priority, and we understand that things didn't work out as expected.
  
  In light of this, we would like to honor your request for a full refund. Your feedback is invaluable to us, and we are committed to ensuring a positive experience for our customers.

  Customer Answer

  Date: 18/12/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******