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:02/21/2024

  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 used a card that wasnt mine to make a payment to their company and the bank is telling the card holder to file a police report for her evidence of fraud and I told them what was going on and a guy told me that I didnt talk to the man named ******* and said I talked to another person named ****** when I know who I talked to and received an email from their pretending that a person named ******* doesnt exist when I clearly has an email from the person ******* if needed I would send the email from *******

  

  Business Response

  Date: 03/08/2024

  Thank you for sharing your concerns, and we sincerely apologize for any dissatisfaction caused by your recent conversations with our representatives. Upon reviewing your records and interactions with our company, we noted your engagement with our customer support agent on Feb 23rd, during which you decided not to proceed with the voice search registration.
  
  It's essential to understand that once your business is submitted to voice search directories, the information becomes irrevocable and cannot be deactivated. The indexing process typically takes 3-4 weeks for voice search devices to fully register the submitted information. We have a refund policy in place to ensure client satisfaction, offering a full refund if the business is not registered by the end of the 4th week of the registry. This policy was communicated during our onboarding call and in your conversation with our agent on Feb 23rd.
  
  Additionally, upon closely reviewing our recorded calls, it appears that you spoke with *****, one of our best agents, on Feb 9th. ***** provided information about voice search registration and facilitated your onboarding process.
  
  We're pleased to inform you that, after giving the necessary time frame, your business is now successfully registered on voice search platforms. We want to reassure you of our commitment to providing further assistance. Please feel free to reach out if you have any additional concerns or require clarification. Your satisfaction is our priority, and we are here to address any issues you may have.

• Initial Complaint

  Date:02/21/2024

  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 was called and offered the services of having my name and business show up when someone in the area asked their phones, ***** or Siri. I was told that once set up I would show up in the top 3. I was told to test it and to have family and friends test it. If it didn't work then I would be refunded. After getting set up I found I was solicited to have to pay to have my information at the top of ****** to show up. High dollar too. I did not want to pay for anymore services. After waiting weeks to finally be set up I am not able to be seen in the list of Realtors that show up after scrolling of at least 20. I was told ** on the list but Im not showing up on my end. They said that they can not guarantee where on the list I show up. I asked them to listen to the recording of my call and what I was promised. They were very short with me and said I can not get a refund and that is not what I was promised. The person who called me said many times to have family and friends check to see if I show up and if I don't then I would get a refund. Im quite upset.

  

  Business Response

  Date: 03/07/2024

  We appreciate your feedback and recognize your concerns. It's important to clarify that we do not control your online rankings, as various factors influence your position on these devices. Elements such as reviews, online directory visibility, and your reputation with major companies play a role, factors beyond our control as a third-party advocate.
  
  Please be aware that we have a refund policy in place to ensure client satisfaction, allowing for a full refund if the business is not registered by the end of the 4th week of the registry. This policy and limit of capabilities was conveyed during our onboarding call and in your discussions with our agent ****** on Feb 9th. Additionally, the services we provide involve a registry that offers your company the opportunity to be searchable, with rankings influenced by your online reputation and performance.
  
  We want to assure you that we are here to assist you with any further clarifications or assistance you may need. Your satisfaction is our priority.

  Customer Answer

  Date: 03/07/2024

  I am writing again expressing my deep dissatisfaction with the services provided by your company, as well as to request a refund for the misrepresented services I have received.
  During the sales call, I was assured that upon signing up, I would be placed at the top and prominently featured in voice search results on platforms such as Siri and ****** Moreover, it was emphasized repeatedly that I could verify this claim by having friends and family conduct voice searches. Additionally, it was assured that if I did not appear as promised, I would be entitled to a refund.
  However, upon implementation of the service, I discovered that the results did not align with the promises made during the sales call. I did not receive the visibility and prominence that were guaranteed. This misrepresentation of services is deeply disappointing and has led to a loss of trust in your company.
  It appears that the primary focus of your business model is to secure sign-*** and then attempt to ***ell additional services, rather than fulfilling the commitments made to your customers. This approach is not only unethical but also misleading to consumers like myself who expect transparency and honesty in business dealings.
  Given the discrepancy between what was promised and what was delivered, I am formally requesting a refund for the services rendered. I believe it is only fair to receive compensation for the misrepresented and inadequate services provided.
  I trust that you will take this matter seriously and promptly address my request for a refund. As I have addressed previously please listen to the sales phone call as I was advised that it was being recorded. You will be able to hear for yourself the promises the salesperson made to me. 

  Thank you for your attention to this matter. I look forward to a swift resolution of a refund.

  

  Business Response

  Date: 03/28/2024

  We apologize for any inconvenience you may have experienced. Firstly, we'd like to clarify that our service involves registering your business on Voice Search engines, providing visibility when users make voice searches. However, we cannot guarantee specific rankings due to factors beyond our control, such as proximity, online ratings, and directory visibility. This information was communicated and agreed upon during your onboarding process on Jan 11, 2024.
  
  It's important to note that your business is currently registered on voice search devices. As this registration is for the duration of your business's existence, we regret to inform you that we cannot process any refunds.
  
  If you encounter any issues or concerns with your Voice Searches, we're here to help. Our customer support is available from 7 am to 4 pm PST, Monday to Friday at **************. We remain committed to earning your satisfaction with your registration and are eager to assist you further.

  Customer Answer

  Date: 03/28/2024

  I have asked for the review of my sales call so you can hear what I was promised. This has yet to be done. You are not standing behind your telemarketers who will obviously say anything to make the sale. 

• Initial Complaint

  Date:02/09/2024

  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.

  This company is for voice Search recognition for businesses. They promise within 3-4 weeks your business will pop up in the top 3 results when voice searching on ******* *****, **** and *******. I bought the service on December 13 and received no new business from this service, so I tested it on all voice search venues and I did not pop up at all. I requested the full refund that they explicitly promise on all their platforms. Their sales rep assured me of this also as I was a little skeptical of spending this amount of money. This company is dangerous because they have access to remove all negative ****** reviews and they have multiple fake reviews I'm sure. Now looking deeper I see they already have multiple complaints on here and I wish I had checked this.

  

  Business Response

  Date: 02/13/2024

  Thank you for expressing your concerns. In our initial onboarding discussion, it was communicated that the registration of your business on various platforms is expected to take around 3-4 weeks. Please be aware that apnTech does not have control over the number of customer inquires you'll receive through voice searches or the specific position in which your business will be listed. We are grateful for your patience and comprehension during this process. It is essential to understand that the registration, involving a singular payment for the lifetime of your business, is irreversible. This program is designed to ensure your business is registered across major platforms such as ************* ****** *****, and Cortana, enhancing your businesss accessibility. We noted the presence of your business on ****** and sought to further this by improving our communication. Unfortunately, an interaction with your associate, ********, involved inappropriate language, which hindered a productive and respectful exchange, compelling our representative to end the call. We prioritize constructive communication and regret that this incident impeded our support efforts. To increase your businesss visibility, we advised the creation of a Yelp page. This recommendation is intended to utilize platforms like Siri and ****** which mainly retrieve their data from Yelp, thus potentially maximizing your engagement. While this action is voluntary and free, not adopting it might limit the full benefits of our service. Discussions about establishing a Yelp page have occurred with our team. We advocate for you to seize this chance to boost your business's online presence and reach. Our commitment to assisting your business remains steadfast, and we are available to address any additional inquiries or concerns you might have.

• Initial Complaint

  Date:02/08/2024

  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.

  We hired them to help our web visibility for our business. We no longer want their services. Were not looking for a refund but simply want the service cancelled. It is a month to month service and there is no contract. They keep giving us a run around and have not canceled.

  

  Business Response

  Date: 02/13/2024

  We acknowledge your dissatisfaction with the conversation you had with one of our representatives on Feb 8th. It seems that despite our agent's efforts to address your concerns, there was frustration and a lack of effective communication regarding your account cancellation request. We apologize for any inconvenience caused, and as of today, Feb 13th, we have successfully canceled your account. An email confirming the cancellation has been sent out. If you have any further questions about your account, please feel free to reach out, and we'll be happy to assist you.

• Initial Complaint

  Date:02/02/2024

  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.

  January 30th,2024. Signed up for the service. I was told I could get a refund 100percent guaranteed if Im not satisfied. But they didnt say I have to wait 3 weeks and the customer service gentleman was not nice and yelling at me. Telling me I havent even given me t a try yet. When I asked if if I would get a refund he stated no. Did you read the fine print you have to wait and give it a chance. But Im asking for a refund youre not going to give it to me? No you have to wait three weeks.

  

  Business Response

  Date: 02/06/2024

  Thank you for choosing our company to enhance your business's visibility on voice search platforms. I am writing to summarize our recent interactions and address any concerns you may have. On January 31st, you entrusted us with the task of registering your business with leading voice search services, including *****, ****, and ****** Home. Our commitment to delivering exemplary service was outlined during the onboarding process. We guarantee a 100% approval rate, pledging to exert all efforts to successfully complete your registration. Should we encounter any insurmountable obstacles, we assured a prompt refund. However, once registration is successful, making your business searchable via voice search devices, we consider our commitment fulfilled, and no refund is issued. This process typically unfolds over 3-4 weeks. Following the initiation of your service on January 31st, we embarked on the necessary procedures immediately, in line with the advised timeline. An email detailing these terms, along with the conditions of service, was dispatched to you on February 1st to ensure you had a comprehensive understanding of the process and timeline. We have noted that a dispute was filed with your bank on February 2nd. In such instances, the bank may issue a temporary credit during their investigative process. It is important to understand that once we submit your information to the voice search platforms, retracting this data or reversing the registration is not feasible. We regret any inconvenience this may have caused and wish to clarify that our aim is to support your business objectives to the best of our ability.

  Customer Answer

  Date: 02/06/2024

  Subject: Re: Refund Request and False Advertising Complaint
  
  Dear APN Voice Company,
  
  I am writing to address the response I received from your company regarding my refund request and false advertising complaint. I must express my disappointment and frustration with the dismissive manner in which my concerns were handled.
  
  When I initially signed up for your service, I was assured by your sales representative that it was 100% guaranteed and that if I wasn't satisfied, I could receive a refund. However, upon experiencing issues with the service and requesting a refund, I was met with rude and unhelpful responses. Furthermore, being told that I "didn't read the fine print" is both disrespectful and inaccurate.
  
  I urge you to reconsider your stance on this matter and honor the commitment made to me during the sales process. False advertising and poor customer service reflect poorly on your company's reputation and credibility. As a consumer, I have the right to expect transparency and integrity from the services I invest in.
  
  I kindly request that you promptly issue a refund as originally promised, and I hope that we can resolve this matter amicably.
  
  Sincerely,
  ****** S Davis 

  

  Business Response

  Date: 02/13/2024

  We trust this message finds you in good spirits. At apnTech, we are committed to delivering a service that meets, if not exceeds, your expectations. While we aspire to achieve complete satisfaction, we acknowledge that there are instances where we may fall short, and for that, we continually strive to improve. We would like to revisit a key point discussed during our onboarding call. It was mentioned that eligibility for a refund is contingent upon our inability to successfully register your business with voice search platforms, including ****** ***** or ****** Home. It is our aim to be transparent in our policies and ensure that our clients are fully informed at each step of our partnership. We regret to hear that there may have been a perception of discourtesy in our previous interactions. Please accept our sincere apologies if our communication did not reflect the professionalism and respect we endeavor to uphold. Ensuring a positive and respectful client experience is paramount to us, and we are taking steps to ensure that our intentions are always clearly conveyed. Regarding your refund request initiated on February 2nd, it is important to clarify the impact of the dispute you have lodged with your bank. Once a dispute is filed, the ability to process a direct refund through our company is restricted, as the resolution process is then governed by the policies of the banking institution involved. This means that the matter of the refund is, regrettably, out of our hands and is now a matter between you and your bank. To assist in the resolution of this dispute, we have submitted all pertinent documentation to your bank, including records of our communications and the services provided. We hope this will aid in a swift and favorable resolution. Should you have any further questions or require additional assistance, please do not hesitate to contact us.

• Initial Complaint

  Date:01/19/2024

  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.

  On 11/22/2023, I paid APN to make a Hypnotist gig voice searchable- I waited 2 weeks, it was not searchable so I requested a refund on 12/12/2023. They refused and said I had to wait 30 days. On 12/20/2023, I again requested a refund. They again refused. On 1/4/2024 I explained I waited 30 days and I wanted a refund.. they absolutely refuse to refund my money. Their services do not work and I am completely unsatisfied. They refuse to refund my money.. I am a US Vet on my pension and I cant be losing money to these scam artist.

  

  Business Response

  Date: 02/06/2024

  We want to express our appreciation for your feedback and acknowledge your concerns regarding the voice search registration process for your business. We have noted a series of communication attempts that have not culminated in a resolution since December 20. Despite these challenges, including an incident on January 19 involving a heated exchange with one of our account managers, our commitment to assisting you remains steadfast. In our continuous efforts to support your business, we have repeatedly reached out both via email and phone. One critical aspect we emphasized was the necessity of maintaining consistent information across all platforms to enhance your online visibility. For instance, on January 5, we highlighted discrepancies on your Yelp page, where the business name appeared as "***************** Limited" and the operational status incorrectly indicated that your business was closed. We advised that updating these details was essential for achieving algorithmic cohesion and, consequently, improved visibility. Despite these communications and a subsequent Better Business Bureau (BBB) complaint filed by you between January 23 to January 29, our attempts to engage with you directly were unsuccessful, leading to the closure of the ticket due to non-response. However, we were pleased to observe that modifications were made to your Yelp page, as advised, to ensure data consistency. This adjustment was confirmed in our email sent on January 26, which included a screenshot as proof of your business is populating on ****** ***** and ****** Home.
  We understand the importance of clear and constructive communication and remain dedicated to supporting your business's success on voice search platforms.

  Customer Answer

  Date: 02/08/2024

    100% completely unsatisfied.. i requested a refund in the correct amount of time because their services were useless.. I ha e since went a different avenue and no longer have use for it, and in turn want my money back.. 

  If they claim they have it working now its because the other person i had work on it,  actually had positive results without APN doing anything.. They cannot claim successful results due to their efforts, because that would be false.. 

  They need to refund me my money.. Their constant refusal is scandelous and shady business practice..They told me i had to wait 25 days to request refund.. i did. And they refuse still.

  

  Business Response

  Date: 02/13/2024

  Thank you for your prompt response and for implementing the changes we recommended to boost your visibility on voice search platforms. On January 5th, we noticed that your Yelp page displayed information about a completely different entity, "***************** Limited," a non-profit community service, rather than the hypnotherapy services we are promoting for you.
  As of January 10th, we are pleased to report that your business is now listed across all three major platforms. This achievement aligns with the terms and conditions we discussed verbally, which you agreed to, including the 3-4 week timeframe required for the registration process. We also assured you of a full refund should we fail to successfully register your business with ***** ****** or ****** Home.
  Please be reminded that the fee you provided is a singular investment towards ensuring your business's visibility for its lifespan, a commitment that inherently does not permit reversals. Your engagement with our services and diligent efforts to amend the identified inconsistencies during our diagnostic examination have facilitated the accurate synchronization of your business information. Such proactive endeavors have clearly been fruitful, evidenced by your now successful visibility across platforms.
  Our response to your inquiries and support tickets, contrary to the practices of less reputable entities, underscores our commitment to maintaining our integrity and reputation. We pride ourselves on delivering exceptional service and support to our clients, including you.

• Initial Complaint

  Date:01/16/2024

  Type:Sales and Advertising 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.

  Transaction was 1/15/24 in the amount of $348, which is supposed to be a one time payment. I was told one thing by the initial sales person that it would take a matter of days to get me registered for business voice search services, after they had my money to be then told by my account manager that it would take 3-4 weeks before I would be registered and findable. And yet theres a 30 day 100% satisfaction guarantee supposedly, but that makes no sense if you arent even registered and findable for a full month. Then they want a ****** and BBB review of their services when their services havent even yet been rendered based on how they spoke to you during the sales and initial set up, (reviews done through a website called birdeye.com that they could easily be in control of editing). Thats when I realized its a scam. Looked it up online and sure enough they have hundreds of complaints from customers saying they took their money and never rendered services as promised. I called back the next day during business hours only less than 24 hours later only to reach an answering service and unable to reach my account manger or salesperson or anyone else for that matter that works there. Since services had not yet been rendered I immediately disputed the charge with my bank, and let the answering service know I wanted an immediate full refund and cancellation of my account. Got the run around via email just a short time later. Found another website not too long after that confirms that being findable on voice search is completely free as long as your sites are registered and SEO Setup properly with the right search engines which is a service this company does not provide but has you do yourself so basically they want to pocket the money for the work only you can do to get your business to show up via voice search. You guys should be ashamed of yourselves.

  

  Business Response

  Date: 01/19/2024

  We acknowledge the frustrations you encountered while attempting to contact us within the initial 24 hours; please be informed that our operating hours are Monday to Friday, PST. We appreciate the opportunity to collaborate with you on January 15, 2024. Your observation regarding the one-time payment and the 3-4 week registration process is accurate. While achieving a 100% satisfaction rate is our goal, we acknowledge that it is not guaranteed. However, we stand behind our commitment to delivering the services, accompanied by a 100% money-back guarantee if your business registration is not successfully completed within the specified timeframe. Regarding reviews, we value your transparency, recognizing that they are optional, and we respect your decision. Our dedication to transparency and fairness in our practices remains unwavering. I extend my sincere apologies if we did not respond to your call in a timely manner. It is crucial to clarify that although ****** Voice offers free voice search, our service involves simultaneously submitting your business details to multiple voice search platforms, incurring associated costs. We understand the importance of timely communication and are actively addressing any issues related to reaching our team. We are here to assist you with any inquiries regarding your account, and we appreciate your understanding as we work towards resolving any concerns you may have.

  Customer Answer

  Date: 01/21/2024

  I called within 24 hours during normal business hours but apparently unless their sales team is calling out you can't reach your own assigned sales representative or account manager, nor do they return calls, nor do they keep re-scheduled appointments. I had a re-scheduled appointment with my account manager for this week which I didn't get either a call from nor an email to either cancel or reschedule. So to my eyes, they took my money and ran as is an obvious trend with this company. If you're doing the work I paid for then show me, otherwise you look like the scammer that all of these other complaints alleged. The company promises one thing before the money is exchanged and then immediately changes what they say about how the services are rendered. The fact that you ask for reviews before any services are rendered or proof of effectiveness of their services and products can be assessed is very telling. I'm still dissatisfied and I know that I am within my rights to a full refund since no services have been rendered and the basis for the assessment of those services is false on it's face. The only way anyone can rank on any search engine including a voice search engine is by optimized SEO, customer reviews, local ads, and clear placement in the directories by the business, none of which this company provides. All of these tasks are things that the business must do organically or on their own, but none of these services are things that this company provides. I demand a refund or you will be hearing from lawyers. Apparently since I'm not alone in this it's time for a class action suit.

  

  Business Response

  Date: 02/05/2024

  Upon reviewing our records, I note that you contacted us on January 16, 2024, at 1:32 PM PST. It appears there was no prior communication with our account management team, who are specifically designated to assist with any queries or issues related to your account. Your call occurred the day following your onboarding, during which you successfully linked your ****** account and verified your identity. The primary objective of the onboarding process was to ensure all details were accurately entered into our software. Our team commenced work immediately following the sales consultation, and you currently have access to monitor your dashboard via our website. I would like to reiterate that the registration process generally takes between 3 to 4 weeks to complete. Furthermore, it's important to note that voice search registration is a one-time process for the entire duration of your business's existence. Once the data is submitted, it cannot be retracted. Unfortunately, cancellations or refunds are not possible, as your business will remain registered on voice search platforms even after the 3-4 week period. Regarding our refund policy, it states: "Our 100% approval guarantee commits us to exert every effort to successfully register your business with voice search platforms, such as ****** ***** or ****** Home. Should we be unable to achieve this registration for any reason, a prompt refund will be issued. Conversely, if your business is successfully registered and becomes searchable on voice search devices, we consider our service fulfilled and no refund is applicable." These terms were confirmed and agreed upon on your onboarding process. At this stage, we are still in the midst of processing your business registration. We kindly ask for your patience and to allow the appropriate timeframe for completion. It is important to clarify that the service you have availed is a directory service, distinct from an SEO program.

  Customer Answer

  Date: 02/06/2024

  I don't believe any of what you're saying. Even if it takes that long for results to be seen but it's still shady as heck that the next day during business hours after opening my account I can't reach anyone but an answering service when I try to call in to talk to someone about my concerns regarding my account after reading the poor reviews found on the BBB from numerous other complainants alleging that your company was a scam and when finding information online stating that the only way to be found in voice search is to rank in SEO and reviews which takes time and a lot of work on the part of the business owner which is not part of your services. Also that no one called me for my scheduled onboarding call and no one has attempted to reach out to me since then to assure me what is being done for these services I paid for. It is by all accounts a take my money and run situation. I don't believe any work is being done, no evidence has been given to show me that. 

• Initial Complaint

  Date:01/11/2024

  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.

  I purchased voice search for my business and was guaranteed that it would be completed in 3 weeks. 3 weeks has come and gone, no services rendered. Requested a refund of $348, what i paid. They emailed me saying I didn't get a Yelp page, I did. That was done the same night I made the purchase. Then they tried to say it was my business hours, they are 24 hours. They keep making excuses for why 5 people have attempted to use the voice search for my business and nothing comes up. I want the money back that I paid for services that were guaranteed. I don't want their help, I don't want to talk to them so they can try to weasel their way through. I want my money refunded as asked on several occasions, which I'm responded to with "you don't meet the criteria." You didn't give me services I paid for, that is reason enough! They use false advertisement and are frauds.

  

  Business Response

  Date: 01/18/2024

  We acknowledge and appreciate your feedback on online visibility of your voice search registration. We have actively addressed this matter since January 8th and recognize the significance of a strong online voice presence.**-**** Gifts LLC is currently visible on ******** voice search platforms, facilitated by a ****** business page and voice search registration. To enhance visibility on platforms like ***** and Siri, we recommend establishing a Yelp page, a crucial step in cross-referencing and optimizing voice search visibility.Consistency in information across platforms is essential for effective communication. Presently, there is a disparity in your business hours between the ****** My ******** ***** listing and our software. *** states your business operates 24 hours from Monday to Sunday, while our software shows different hours: Monday (closed), Tuesday 4 PM - 8 PM, Wednesday (closed), Thursday/Friday 4 PM - 8 PM, and Saturday/Sunday 10 AM - 6 PM. Since you confirmed your business details on December 15th, aligning this information will significantly enhance voice search visibility.Despite encountering challenges and employing a proactive approach to assist you, we remain dedicated to promptly resolving this matter. Despite our email communications, it appears our messages may not have reached you. We are committed to aiding **-**** Gifts LLC in creating/optimizing a Yelp page for public view, ensuring optimal voice search performance.We highly value your feedback and are eager to address any lingering concerns. Please propose a convenient time for a call so that we can guide you through the necessary steps and ensure **-**** Gifts LLC achieves the voice search visibility it deserves. Consistent and accurate information is key for effective communication, and aligning your business hours across platforms will contribute significantly to this goal.

  Customer Answer

  Date: 01/18/2024

  I reject this answer because as shown in the initial complaint, I have a Yelp business page, or at least signed up. Your company didn't give anything prior to refund of payment besides yalls word of refund. There was no mention of having to do all these extra steps to get voice search, that's where the false advertising comes in. 

   It wasnt until i got my reciept that yall had some long drawn out policy on refunds. Which you can also see in the attachments of the initial complaint. I do not wish to do business with your company and want a refund. 

  

  Business Response

  Date: 02/06/2024

  I trust you are well. We aim to resolve your concerns regarding the visibility of your Yelp business page, the dispute initiated with your bank, and your refund request. We advocate the use of platforms like Yelp to boost your business's visibility and searchability. It has come to our attention that there might be some confusion about your Yelp page. While you have added your business, it has not yet been published, making it invisible to potential customers. Rest assured, we are on hand to guide you through the publishing process, as per the terms and conditions communicated to you verbally during onboarding and reiterated in our email dated December 12, 2023.Regarding the bank dispute started on January 28 and your refund request, our policy limits us from issuing refunds once a dispute is lodged, passing resolution authority to your bank. In response, they have provisionally credited $348 to your account pending their investigation. Following this dispute, in accordance with our policies, we had to cancel your services on January 30. We regret any inconvenience this may have caused and wish we could have resolved this internally prior to the dispute escalation. We recognize the complexities of this situation and are keen to support you through this process. However, the ongoing bank investigation temporarily restricts our ability to process a refund. We advise maintaining communication with your bank for any updates and request you inform us of any developments.

• Initial Complaint

  Date:01/11/2024

  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.

  This company will do what they can to upgrade and take more money. They act like they want to help you. But in turn all they do is show you what you aren't doing right and how you can pay them. They told me to give it 3 weeks. I gave it 6. Now they tell me that Im not registered on the platforms I need to be for this service to work. I am registered. I have been a business for over a year. I called and all i got was gaslighting behaviors. I got sent to two men before they made a woman deal with me. I am so disgusted at the chauvinistic energy of this company. No one did a follow up call after they took my money. I had to hound these people for answers and then they are shocked that I was upset. You call the customer service line and it sounds like they're in a room selling ***** stocks. The fine print is trash and they refuse to give me a refund. Im not eligible bc ****** and yelp aren't communicating across platforms for their service to wrk properly. Well then I suggest including some actual guidance instead of false promises and dream telling that this company sales is built on. Thats called false advertisement. This company is horrendous and steals money from small businesses that need help.

  

  Business Response

  Date: 01/18/2024

  We acknowledge and appreciate your feedback on our recent online visibility diagnostic for **************. We aim to address your concerns and offer further details on the proposed solutions.Our marketing specialists conducted a comprehensive diagnostic, revealing inconsistencies in the online information for **************, coupled with a noticeable absence on major directories. In response, we introduced our Prime listings program, a holistic solution designed to manage online visibility. This program includes an independent voice search registration option to enhance functionality.It's crucial to highlight that maintaining consistent online information is paramount for optimizing voice search registration. During our analysis, we noted divergent data on the Yelp Page for **************, leading to complications in business visibility on ***** and Siri devices. Yelp not only serves as a voice search registration profile but also facilitates cross-referencing of information.Recognizing the significance of effective communication, we made multiple attempts to convey this critical information. Unfortunately, our representatives encountered abusive language and frustration. Despite these challenges, our commitment remains unwavering, and we are eager to assist in ensuring information consistency across platforms.Our objective is to collaborate with ************** to address concerns and optimize online visibility effectively. We value your feedback and are devoted to delivering a positive and constructive experience for our clients.Please don't hesitate to reach out directly to discuss specific concerns or suggest additional steps. We highly value our partnership and anticipate the opportunity to enhance and deliver the results you expect.

• Initial Complaint

  Date:11/28/2023

  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 not deliver the product promised. Did not change metretis or generate leads. Basically this company took my money and ran. Will not give a refund and is not upfront about what services (full SEO) you need for this to work and will try to sell your more after they take a hefty sum for no results. Does not work for every industry. Very disappointing buyer be ware!!!

  

  Business Response

  Date: 12/01/2023

  We appreciate your engagement with our services and understand the importance of optimizing your business visibility. Allow me to recap recent interactions and address your concerns. During your onboarding on September 14th, we highlighted our inability to control customer inquiries or guarantee specific positioning through voice searches, to which you expressed understanding. Since your October 12th inquiry about voice search issues, our team provided guidance via email and suggested creating a Yelp profile for improved visibility. On October 13th, adjustments were made to your keywords and business category during a phone discussion, with your confirmation of understanding. Despite our efforts, your dissatisfaction was expressed through a Google review on October 20th. We promptly responded, showcasing positive progress and reaching out for further communication, unfortunately without success. Upon receiving your November 26th email expressing continued concerns, we made multiple attempts to reach you by phone and email on November 27th and 28th. Our team provided detailed screenshots to demonstrate improved searchability. We genuinely want to assist further and request the opportunity to address your concerns through a call. Please reach out at your earliest convenience for personalized assistance in enhancing your business visibility.