Complaints

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

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  Agent Image

  1700 E Walnut Ave #400 El Segundo, CA 90245-2609

  
• 

  Agent Image

  12 Washington Blvd Fl 2 Marina dl Rey, CA 90292-5124

  

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:12/28/2022

  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 paid Agent image over $6000.00 to create a website for me they did create the website however the reason for creating the website and paying this much was it also was promised to bring in leads however I have not received one lead from this website in over a year. I have continuously reached out and no-one has been willing to help me.

  Business Response

  Date: 01/11/2023

  We are unable to accede to the client's request for refund. The site has been live and marketing work has been presented, approved and applied to the site. Based on the terms of service which the client digitally signed off on, in this case item C applies:
  
  WEBSITE DESIGN/DEVELOPMENT AND INTERNET MARKETING SERVICES - Refunds of fees paid for development of the website or ******** marketing services may be issued on accounts cancelled within 15 days of the initial sale and prior to the completion of the website according to the following schedule:
  A) A minimum of a 25% cancellation fee will be retained by TDP on cancelled accounts even if no work has been started and no content has been submitted by Client.
  
  B) A minimum of a 50% cancellation fee will be retained by TDP on cancelled accounts if work has been presented to Client; or TDP has made multiple attempts to work with Client, and Client has not responded to those attempts.
  
  C) A 100% cancellation fee will be retained by TDP and NO REFUND issued if any changes and/or modifications requested by Client have been completed by TDP. No Refund will be issued on any website or ******** marketing service cancelled after services have been rendered, including but not limited to, the design work having been completed and/or the website taken live.
  
  D) 100% cancellation fee will be retained and NO REFUND will be issued by TDP if Client cancels after 90
  days from the initial sale
  
  The attached PDF shows all marketing efforts being in place.
  See Attachment/File: On-Page SEO for **********************pdf

  Customer Answer

  Date: 01/13/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They have not done what they said they would. I would have never paid for their service if I would have known they would not deliver on their service.
  

  Business Response

  Date: 01/30/2023

  We have provided proof that we delivered what was agreed upon.
  
  The client gave launch approval on 1/15/2022:
  Assigned To
  **** CopiosoCora Copioso
  
  Subject
  Launch Approval and Domain Access
  Phone
  **************
  Due Date
  1/15/2022
  Email
  ************************** Compose Gmail (New Window)Gmail
  Priority
  Normal
  Type
  Email
  Status
  Completed
  Logged Call Status
  Other
  Name
  *********************
  Call Result
  
  Time Spent (minutes)
  5
  Related To
  59069
  
  Public
  Checked
  
  Comments
  Re: Website Update : napavalleyhomesandestates.com
  External
  Inbox
  
  *********************
  5:33 AM (15 hours ago)
  to me, *****, April, ******
  
  My go daddy account info is ************************** Password is Sm020283!
  
  Site looks great thank you I approve it.
  
  We carried out the *** work as detailed in our attachment in the previous response.
  

• Initial Complaint

  Date:11/02/2022

  Type:Customer Service 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.

  In June I contract with Agent image to build a website. The sales person was in the US. Once I paid the $2500 deposit I found out our primary contact would be in the Phillipines. On our very first call she had internet connection issues and we were not able to communicate very well. It was also apparent that English was not her primary language. We continued but she just didn't understand that we wanted a custom luxury website which is what we paid for. We requested many edits. Most were not made and they even had pictures of rhe wrong city! I also paid to have my neighborhood's written but and was told it wasn't covered. I went back and had to show them that indeed I paid for that. When they sent the write ups the very first sentence had an ridiculous mistake and the rest of it was written very poorly. We requested they rewrite. Also i was told ai would have to pay an additional $500 per month to have the search function. This was not explained in our initial conversation. We decided against the search option. About 7 times we had to go back and tell them we were not doing the search. At this time I requested a new account manager and upgraded designer, Native Engliah speaking and with luxury experience. It's been 3 months now. They sent me to a new guy, also from the Phillipines. I requested a full refund. They said no, this was 3 weeks ago and I decided I would continue with them instead of starting over since they have all my notes. We have called, left messages, sent many emails and for almost 2 weeks we got no response. They have purposely drawn this out so long that I can no longer dispute with my credit card company. At this point I do not trust them and just want a full refund so I can start all over. Thanks.

  Business Response

  Date: 11/07/2022

  We have reached out to our client and her representatives. As work has been started, presented and revisions have been made, a refund is no longer applicable.
  
  The client and their representatives have expressed their desire to continue with the project and have a meeting to discuss resuming work tentatively set for 11/8/2022 at 12 noon CST.

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/11/07) */ We have reached out to our client and her representatives. As work has been started, presented and revisions have been made, a refund is no longer applicable. The client and their representatives have expressed their desire to continue with the project and have a meeting to discuss resuming work tentatively set for 11/8/2022 at 12 noon CST.

  Customer Answer

  Date: 03/02/2023

  The website is still pending and until now it is not yet completed. 1/23/2023 I made a follow up with write *** that would be needed on the website. I wanted to review it first before my Zoom meeting with the Agent Image on 1/31/2023. I received a response same day 1/23/2023 that the write-*** are in progress and will try her best to complete it that week. 1/26/2023, my assistants made another follow up about the progress of the write ***. 1/27/2023, received a response from ********, saying " I apologize for the late reply.  I was trying to have them ready by today.  Today has been pretty busy. I will email them over the weekend so that you can review them before my call with ******** on Tuesday. Please let me know if you have any questions". 1/30/2023, my assistant made another follow up with the write ***. I did not receive anything over the weekend for me to review. 1/30/2023 her response was " I apologize for the delay, but I will get you the write *** today.  I thought I was going to have time this weekend to finish things up and I didn't.  I was supposed to be off today (for my Birthday) and ended up working all day - I will get them over to you today". She promised that write *** weeks ago and then there's another delay. It seems she/ they don't feel the urgency of the situation knowing that my website is still on progress now and incomplete for almost 8 months now. ********, the agent who supposedly taking care of the website sent me an email 1/30/2023 saying " I understand your frustration.  I'm trying to do the write-*** myself (which is out of my purview), and I have limited time since I primarily work with website development.  I had the write-*** on my plate essentially for the last couple of weeks, and I've been trying to work them into my schedule.  I will send them over tonight. Hopefully, I will do a good job. I'm working to finish them now ". 1/31/2023 she sent the draft of the write up 8:57 AM and I do not have any time to review it prior to my meeting with her. I have been dealing with these people for almost 8 months now and nothing is happening. I want a refund to this project. 

  Business Response

  Date: 03/14/2023

  We are unable to accede to the request for a refund based on terms of service which the client digitally signed off on. Moreover, work has been carried out and two concessions have been given.

  "No refund shall be given to the Client for cancellation for convenience, which is made three (3) days after payment. Notwithstanding this, the Client may treat all advanced and processed payments to TDP as credits for future services and projects. TDP shall furnish the Client with its latest billing details upon cancellation to
  reflect the remaining balance usable by the Client for future services."
  

  We respectfully request that the client continue the work as we are at the cusp of finalizing the free community content we are providing at no charge. The content that the client raised concerns about were given at no charge, as goodwill. We likewise have also discounted the client's site by $500.00.
  

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 19311226
  
  I am rejecting this response because: 

  Let's take the $500 and have a professional writer work on the communities, if community write *** were not included in their services then their sales team should not have promised them to me. Please get a new invoice reflecting the $500 discount and find out what the other two concessions were and have then noted on the invoice as well and we can proceed. 

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

  Business Response

  Date: 03/22/2023

  We will as requested, send an invoice reflecting the $500 discount and other services that were given free as concessions.

  
  

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19311226
  When are you going to send the  invoice reflecting  the $500 discount and other services that were given free as concessions? Thank you

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

• Initial Complaint

  Date:08/31/2022

  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.

  July 11, The Seller ****** tried to make me purchase a website design before show me the designs, He make me sign and give him my credit card charging me ***** dls. I told him not yet prepare to make this expense and he did it, charged to my account. I was trying to call by phone and email, until JUL 13TH received an email non-replay with a case no: XXXXXXXX letting me know, they will cancel....now is more than a month and the charge of ***** does not removed it from credit card and did not receive any service from them. This people is abusing to sell even when we said no! and they did not do anything to resolve or any job. I called many times to (XXX) XXX-XXXX and they did not answer. Also if you try to click on the blue lines where cancelation policies is, is not working no link to. They have in the contract: MINIMUM CANCELLATION FEE - Client agrees that a minimum cancellation fee of 25% will be retained by *** on all cancelled accounts even if no work has been started. The cancellation fee is charged to compensate *** for upfront expenses and services rendered, including but not limited to, costs incurred for the purchase of domain name(s) for developing the website, securing server space, creating the temporary website or space saver, employee expenses, marketing, and overhead costs. The Contract said ***** dls and they are charging me ***** dls is *** of the clause. Not 25%. They are abusing. This company do not have etics.

  Business Response

  Date: 02/21/2023

  The concern raised was resolved through the clients bank.

• Initial Complaint

  Date:08/18/2022

  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 hired this company to build a website. I was told it would take two months. I paid them in full and it is over six months later and they still have not delivered the product. I canceled the website because they never completed it. Even after numerous instructions with all the information I needed they did not complete the website. They charged me ****** and refuse to refund my money even though they never delivered the product. I have tried numerous ways to settle this and they refuse to accept any culpability even though it is 100% their fault. They want to keep half my money even though they never delivered the product. They take weeks to return any emails and don't accept any phone calls. I don't recommend anyone do business with this company.

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/09/07) */ Per terms of service that the client agreed to and digitally signed off on we are unable to issue a full refund. Work has been presented to the client, and we have made multiple attempts to work with the client. B) A minimum of a 50% cancellation fee will be retained ****** on cancelled accounts if work has been presented to Client; or *** has made multiple attempts to work with Client, and Client has not responded to those attempts. The project started on 2/15/2022. The initial design meeting was held on 2/17/2022. The initial design was presented to the client on 3/3/2022. Revisions based on client's feedback were presented on 3/10/2022. We assigned a new Art Director to the project on 3/15/2022 as requested by the client after giving feedback to a supervisor that she was not happy with the design and wanted a new Art Director to work with. The Art Directer who was replaced is actually a Senior Art Director and has received and continues to receive accolades from her other clients. The design progressed and was finalized for conversion on 4/13/2022 where the client gave approval to convert the designs to a working website. Stating that: "Hi ******* Hope you're doing well. I just want to touch base on your updated homepage design. Is there anything you want to change on the design or can we start converting the design to HTML? Best! *** ***************** Apr 13, 2022, 8:02 PM (4 hours ago) to me No changes. I love the site so far. ************ 12:21 AM (0 minutes ago) to ****** Glad you like it! May we move to the next step and convert the design to HTML? Please note that converting the homepage design to HTML is a labor-intensive process which may take 5 - 6 weeks to complete and any major changes made to the design after this step will be billed hourly. May we move forward onto the next phase of production? (Photos and text are considered minor revisions, we can replace them and finalize the content after the conversion process). Kind regards, *** ***************** 12:46 AM (39 minutes ago) to me Yes." We received a request on 4/25/2022 to expedite work on the site and get it launched ASAP. Which we did and prioritized conversion. Conversion was completed on 5/3/2022 and the converted website link was sent to the client on 5/3/2022 as well. Based on the above, work has been presented, a full refund is no longer applicable.

• Initial Complaint

  Date:08/16/2022

  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.

  October 2021 entered into a contract for a 6 month SEO project on my current website. I was assured it would be completed in 6 months! All information/access to my current website was provided to Agent Image. After 2 months I was told they could not implement the most important SEO pieces of the project which provides leads and drives business to my website. I contacted my sales person to find out why 2 months were wasted. He called told me that I needed a new website for the SEO and they could design it. He gave me a discounted rate which I now know is the regular rate - I paid for the website, they begin working. At that time they had completed the discovery phase and all meta-tags and pieces for the SEO project. The only thing left was to write content for the website - a total of 4 content pages, 1 per month per the contract. For 10 month there have been excuses, delays, changes in project managers, some of the content written in an elementary form, which I proofread each several times a total of approx 12 pages each piece of content. I even went into the document and made edits. Each community/content page I proofread no less than 4 times, made changes, had conversations with the project manager about the changes, and each time dragging out for weeks. Looking at the last edits now 10 months later, there were edits that were not uploaded to the site in my final approved document, content missing that I I spoke to the project manager about who said she was taking notes. The website moved along well but because content was being written it delayed the completion of the website. Some of the SEO was implemented in the site, but because the Content was coming from the SEO team, the website could not move forward. I purchased the website in January, 2022. I have months of documentation of communication. I MISSED THE ENTIRE 2022 LUXURY HOME MARKET SEASON /POTENTIAL BUSINESS. . I ordered these services to increase my business not lose it. This is inexcusable.

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 5, 2022/09/07) */ The client's site is now live. We are working with the client to address all concerns raised in this complaint. Consumer Response /* (2000, 7, 2022/09/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:07/26/2022

  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.

  After speaking and emailing with salesperson ***** ****** a few times, I decided to move forward and purchased website design services from Agent Image in December 2021. The agreement was for the company to provide me with an operational website for the cost of ********* I have provided the design team with everything they need from me in order to get the site up and running; however it has been 6 months and still my website is not complete. I have made numerous phone calls and email attempts to get the site completed. During this time I was also billed a maintenance fee for a website but had still not received the finished website or heard from the design team. I spoke with ************* regarding the maintenance fees that had been charged to my card. I was promised a full live website would be provided - he felt confident it would be within a week or so after he and I spoke . Even with all the information i had sent the design team, nothing has changed and what was promised has not been delivered. .My experience with this company has been absolutely terrible and feel like they took full advantage of me. They did not provide me with an operational website or any other services so I believe strongly I should be entitled to a refund because of this. I also will need to be refunded the monthly maintenance fee I have been charged since I have been charged for basically nothing!

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 9, 2022/08/17) */ 1. Initial complaint regarding delay in production was received 5/25/2022. Discussion was made by the Client Relations Team with the client that upon her complaint refund is no longer applicable siting refund policy in our service agreement: A 100% cancellation fee will be retained by TDP and NO REFUND issued if any changes and/or modifications requested by Client have been completed by TDP. No Refund will be issued on any website or marketing service cancelled after services have been rendered, including but not limited to, the design work having been completed and/or the website taken live. Work has been presented as seen on this staging link : ********************************************* 2. Monthly maintenance fee and completion of the site was also discussed with the client. Siting insert from our service agreement below: Client understands, agrees, and acknowledges that TDP does not guarantee a time frame for completion of ANY website. A website cannot be completed without submission of complete content, design approvals, and participation from Client. If Client continues submitting additional content throughout the design process, the design time frame is increased. If Client does not submit complete content and TDP is not able to start orcomplete the custom website design, Client still is responsible for and agrees to pay all fees incurred, including, but not limited to, set-up, enhancement, and monthly hosting charges that begin accruing from date of sale. If Client's website requires custom programming, functionality, flash, e-commerce, IDX, or the use of a database, the overall development time will be extended. Discussion with the client dated May 25,2022 resulted in the client agreeing to continue working on the project. Last communication with the client was dated August 17, 2022 in which the client requested for changes. Consumer Response /* (3000, 11, 2022/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Agent Image did not respond to the complaint that they made empty fraudulent promises. They promised to provide to me a full and functioning website with content representative of me and my brand- not to mention worthy of the $2500 I gave to them. They used false advertising tactics by showing me the websites they created for famous celebrities like *********** and************ leading me to believe my experience would be a similar one. On 8/17 I informed ****** at Agent Image that a formal complaint was sent to BBB and also let him know I believed their practices were fraudulent. As I noted above, I sent a formal letter with tracking to Agent Image billing department terminating their monthly service agreement notifying them they are not authorized to charge me any further since no service has been provided. For them to say that their business is not responsible for delivering service in any sort of timeline is absolutely absurd. This company should be ashamed of themselves for scamming not only me but many others; I hope this serves as a warning to anyone who is thinking of entering into any sort of agreement with them. Business Response /* (4000, 13, 2022/08/25) */ On the recap email sent to the client on December 3, 2021 at 10:47:12 AM CST had a list of websites of the same category, the product was highlighted entry level. Notes were even indicated as to which sites were viewed by the client, marked as Site we viewed. We have been in constant communication, providing updates to the client on requests put through to us by the client. Work requested by the client has been carried out to the site, per terms of service which the client agreed to and signed off on digitally, no refund can be offered. We are committed to providing the client with a site and respectfully request that she review the staging link provided as it is already recommended to be made live. Consumer Response /* (4200, 15, 2022/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't know how they define "constant communication", but there were several weeks when I didn't hear anything. But more importantly, when they did communicate, it consisted of ****** sending me emails with NOTHING or VERY LITTLE CHANGED on my website. It is STILL not built correctly and the way it was promised, even though my requests have been the same since the beginning. This has been a very disappointing and frustrating experience and a lot of time and money out of my pocket. ALSO I want them to acknowledge and address ON HERE that the monthly fee they are charging me will no longer be charged to me. No one from the billing department has sent me confirmation , nor an email, after my return receipt letter was sent to them. I have receipt that it was delivered. They do not have my authorization to charge my card any further. Thank you Business Response /* (4000, 17, 2022/09/07) */ We are committed to applying any changes to the site. A refund at this point is no longer applicable.

• Initial Complaint

  Date:06/30/2022

  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 or around ****** *** ***** I purchased a website design/development package from AgentImage. The service cost was a total of ******* Of the total cost, I paid ****** up-front, and the remaining due on completion of the website. To begin with, I provided very detailed information on how I wanted my website to be laid out as, including providing image and video examples. I was told by the first designer that videos would work just fine. Later on, another designer tells me to only send pictures and not any videos. Some of these were images and videos I had to pay for on my own. Second, the communication was extremely disappointing and non-accomodating whatsoever. Several times the applicable points of contact took numerous days to even respond. A couple of times, I was promised a time and day to set up a call. As a result, I was left with excuses and requested to reschedule the meeting. Furthermore, I remained patient and thought it would be better to set up a video meeting to display exactly what I was looking to have fixed. There was no regard or sense of customer service when dealing with the designers. Horrible experience, spent money for basically no reason. These are just a few examples of many. I requested a refund for the $2,500 I paid, but was declined! It has been several months and I have no website and my hard-earned money is tied up here. Speaks volumes about the standards the company has and the value they consider of their customers. Had very high hopes but was left with extreme disappointment.

  Business Response

  Date: 08/05/2022

  Business Response /* (1000, 5, 2022/07/06) */ The experience is an exception and staffing changes have been made to prevent this from happening again. We have been trying to complete the site but are unable to as we have yet to receive the materials from the client. Follow up on these have been sent per screenshot attached. We are committed to finishing the site for the client. Consumer Response /* (3000, 7, 2022/07/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Staffing changes were made SEVERAL times and still did not meet with expectations. In regards to receiving materials, I have submitted the documents months ago and further discussion was requested to address any remaining items, but NO CALL was made. Business Response /* (4000, 9, 2022/07/19) */ As mentioned we are committed to finishing the site. However, per terms of service which the client digitally signed off on (a copy of which can be provided on request), which state: WEBSITE DESIGN/DEVELOPMENT AND INTERNET MARKETING SERVICES - Refunds of fees paid for development of the website or Internet marketing services may be issued on accounts cancelled within 15 days of the initial sale and prior to the completion of the website according to the following schedule: A) A minimum of a 25% cancellation fee will be retained by TDP on cancelled accounts even if no work has been started and no content has been submitted by Client. 8/30/2021 The Design People Mail - ACCTG: New Online Order - ORDER ID:****** *************************************************************************************************************************************************** B) A minimum of a 50% cancellation fee will be retained by TDP on cancelled accounts if work has been presented to Client; or TDP has made multiple attempts to work with Client, and Client has not responded to those attempts. C) A 100% cancellation fee will be retained by TDP and NO REFUND issued if any changes and/or modifications requested by Client have been completed by TDP. No Refund will be issued on any website or Internet marketing service cancelled after services have been rendered, including but not limited to, the design work having been completed and/or the website taken live. D) 100% cancellation fee will be retained and NO REFUND will be issued by TDP if Client cancels after 90 days from the initial sale. In this case items C and D apply as modifications have been made and applied the site. A staging link can be provided upon request.

• Initial Complaint

  Date:06/29/2022

  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 ****** I paid Agent Image to design and maintain a website for me. I paid for 2 years of service and the first full year of monthly charges in advance for a total of ********* On ***** *** **** ****** ********* who is a project coordinator at Agent Image sent me an email with instructions on how to prepare for my meeting on April 12th at 9:00am with my project manager, Adrian. I spent a few hours preparing for the call with Adrian and had the requested photos, logos and fonts for them. Unfortunately, Adrian did not call at 9:00. I waited for the call for almost 30 minutes before I proceeded with my busy schedule. I found it very unprofessional for the project manager to miss our appointment without any type of notice to me. To spend over $**** and also spend over three hours of my own time preparing for the meeting as they requested, I found the complete lack of communication to be both insulting and unprofessional. It is now June 29th, more than two months since I canceled our relationship and asked for my money to be refunded in full. For these people to have the audacity to give me the run around for more than two months and not refund my money is criminal. If you have an ability to assess any type of fines or give me compensation for my time and efforts spent it is warranted. I spent over three hours preparing for the meeting they blew off and I have spent countless more hours as a deadbeat debt collector trying to get my money back from these thieves. They have performed zero service on my behalf yet they refuse to refund my money, answer my phone calls or return my emails. THIS IS A DEADBEAT COMPANY WITH ZERO MORALS OR INTEGRITY. I WANT A FULL REFUND PLUS ADDITIONAL COMPENSATION FOR THE WASTE OF MY TIME, EFFORT AND ENERGY WASTED FIGHTING WITH THESE LOSERS. VERY POOR COMPANY, VERY POOR COMMUNICATION, VERY POOR ETHICS, MAKE THEM VERY POOR BY NOT GIVING THEM YOUR MONEY AS THEY HAVE STOLEN MY MONEY. UNETHICAL PEOPLE CHEATING HARD WORKING PEOPLE.

  Business Response

  Date: 07/19/2022

  Business Response /* (1000, 5, 2022/07/06) */ Prior to this complaint being posted an amicable parting of ways agreed upon by both parties was reached. The experience that Mr. ******* had gone through with his project is an exception and necessary organizational changes to prevent this from happening again have been made.

• Initial Complaint

  Date:06/22/2022

  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 ordered a website in October of last year and the services have still not been completed - despite many attempts to contact the company. I have now been unable to receive leads on my website for 3 weeks this has severely impacted my business.

  Business Response

  Date: 07/29/2022

  Business Response /* (1000, 8, 2022/07/12) */ The site build has been given priority and a manager has now taken over. We are working with the client to complete the site and address the issues.

• Initial Complaint

  Date:05/24/2022

  Type:Product 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.

  In Q4 of 2021, I contacted Agent Image about doing a website for my timeshare selling business. From the beginning, I laid out a clear set of needs, directed them to similar sites, and confirmed repeatedly with the salesperson that they would be able to do what I was needing, including a table based, custom listing page. All my questions were met with a resounding "yes." They even offered to input my listings for me for a year. Instead, what I have encountered is the definition of fraudulent inducement. Not only has Agent Image, after more than 6 months, failed to deliver on those initial promises, they are now ghosting me, having taken more than ******* and provided me with nothing. The "custom" pages for my site are mere (verbatim) ripoffs of my primary competitors website alongside information that I have provided. For months, my communications with them have been limited to so-called "progress" calls (usually HOURS early or late), where we go over the exact same things we went over on the last call. I'm then assured that something I initially approved months ago will be expanded upon, and nothing actually happens. Last week I got fed up and requested a refund, since it is clear that they aren't ever going to deliver a finished product and have just stolen my money. I've been ghosted since. Despite the salespersons' assurances to the contrary and their impressive design portfolio, my takeaway has been that Agent Image is little more than a "plug and play" website designer that draws from a library of pre-designed widgets, and then simply rips off other sites if there isn't a widget. These aren't custom sites. There is nothing custom beyond basic content. They lied to me in the initial sales pitch, have stolen *******, and are now ghosting me. If there is no adequate response to this complaint, the next step is to file a complaint with the State of California, and then either pursue the ADR, or sue them for Fraudulent Inducement.

  Business Response

  Date: 02/21/2023

  The client reached out to us directly and we were able to resolve concerns raised. The site was authorized to be made live by the client which we are maintaining and working on changes that are sent to us.

  Customer Answer

  Date: 02/22/2023

   
  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,
  
  *********************************