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:08/29/2023

  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.

  I contracted BrandRep to revamp my website, handle my social media, and, per their promise, put me on the first page of ****** searched.To date, they have not fulfilled any of the items they contacted to do..I have made repeated attempts to resolve these issues but cannot get any response from BrandRep.They took full ownership of my Instagram account and my ******** page and refuse to turn them back over to me.They have not set used any of the keyword searches they agreed to do. ..as in zero keywords entered, zero leads, zero results in ****** search since mid June.I have mad repeated requests for them to cease from placing ads on my social media accounts on my behalf yet they continue to do so.The level of incompetence is mind boggling. A prime example is that BrandRep created posts for me that did not represent the nature of my business.They deleted the website I had created and in it's place gave me a website that was below amateur, and truth be told rather embarrassing to **** had to send my entire 4th of July weekend rebuilding the very site I paid them to build Although I have provided them with at least 100 pics I would like used they continue to post stock photos, often promoting services that my company does not offer, in all the posts they have made.I have contacted BrandRep on a weekly basis seeking some type of resolution. The only response I have received is that they are aware of the problem and that someone would reach out to me shortly. That has not happened.I would like BrandRep to refrain from posting anything on my behalf and to turn rightful ownership of MY social media accounts back to me.Although I gave them access to the Instagram account I created, as needed for promoting my business on social media, I absolutely did not give them ownership of my accounts. As it stands now I cannot even edit, delete, or make posts on my ******** account.

  

  Business Response

  Date: 03/26/2024

  Hi ****,
   
  I see that on 9-5-2023 a note was left to hand over your social accounts back to you. Please advise if you if this has been completed. Nonetheless, I will double check on Monday 3-25-2024 what needs to be done to give them to you. 
  

  
  

• Initial Complaint

  Date:06/15/2023

  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 signed up with Brandrep last month. I understood the monthly charges of $250 otherwise there would be a subscription cancellation. There were not enough funds in my account to pay the monthly fee so I received an email that stated check bank info and make sure there are sufficient funds to avoid cancellation. Instead, they continued to charge my card for multiple different amounts on different days to ensure the payment which is extremely unprofessional. Then I call to cancel my subscription and have been hung up on, placed on hold for over an hour, to be told that I would get a call back and never did, and 4 days later I still have not spoken to someone who can help me.

  

  Business Response

  Date: 06/22/2023

  To whom it may concern, 

  This case has been resolved. Their account is LIVE and they will continue using our services. 

  Thank you,

   BrandRep Management

• Initial Complaint

  Date:05/03/2023

  Type:Billing 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.

  Our company was charged $1495 on 12/29/22 even though we had cancelled service. The first phone call in January resulted in their customer service agreeing we should not have been charged and a credit would be made to our charge card. Monthly calls have resulted in promises of credits to no avail. *** of Brand Rep personally promised a credit refund would happen on 05/01/23 when we spoke on 04/27/23. ******* promised a credit refund would happen 05/03/23 when we spoke on that day. As of close of business today, the credit still has not happened - over 4 months now of dealing with this issue. We have been charged monthly fees on our charge card for non-payment of this charge. Our company name is Twelfth ************* *************** and the telephone contact number Brand Rep has on file is ************.

• Initial Complaint

  Date:03/26/2023

  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.

  These are just three emails. Between emails and phone calls since we Purchased our website on the 1st of February, and were told what we could have and when it would be done, its been a nightmare! In last 2 weeks we have have explained to several people exactly what we wanted and have emailed what was needed to these people. Friday we received a email stating our website was done snd needed our approval to publish. We opened it and were floored, since we had a call at 3:00 that with a MANAGER and told him again what we wanted. He assured us that he would tell the team and get back yo us on Monday. Apparently the communication isnt occurring. We are not getting anywhere and when they finish we still have to add more products. Because they would only do so many for the price we agreed to. We asked if they would add the rest of our names 100 more for our troubles and they dodged the question. Bottom Line is we are losing Business because of their poor communication and what they set for time line, and we still have more to do, if they ever get it right.We feel that they somehow should have to make this right, for us we are a small business just starting out, and what thry have done is wrong. And this is just a fraction of what we have dealt with. And have to pay monthly for a website that will not be a 100% done till we are able to put all our products on. But cant do that until they do what we have already paid for.

  

  Business Response

  Date: 03/26/2024

  Hi ****,
  
  I searched for your account through your name, email, and phone number but was not able to locate you as a customer. Please advise if you signed up with us with different information. 

• Initial Complaint

  Date:02/26/2023

  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 started my membership in February 2022. I went 3 months and didn't get the "first page" results they promised, so I tried to reach out to see how their no obligation and risk free service works. They gave me the runaround and wouldn't acknowledge my frustrations. so I continued my membership, not seeing the results I was promised initially. Then January this year, I see they charged me $400. There was no warning of renewal or anything. Since I started in February, I thought the renewal was after a year. So when I contacted them to understand why I was being charged, they explained its a yearly membership and if I didn't cancel I would be charged. They wouldn't refund me the $400 as I didn't want to continue the service, but they promised they cancelled my account and since they didn't want to refund the $400, they would continue services at no charge to me. Now it's the end of February and I notice they charged me for $500! For what? Im no longer subscribed and the $400 they already got out of me is supposed to cover my membership. I can understand the inconveniences before, but this charge is completely unauthorized and ridiculous. This company has been nothing. but stress and empty promises, I wish I never gave them my money in the first place.

  

  Business Response

  Date: 03/26/2024

  Hi ******,
  
  On 3-10-2023 three payments were refunded in the amounts of $495, $500, and $400. Your initial agreement was for $995. 

• Initial Complaint

  Date:02/21/2023

  Type:Sales and Advertising 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 paid BrandRep over $800 to build a website and to help me with marketing. They did get me to the top of ****** and then pretty much have been completely silent. I havent heard about my website in almost two months and I havent had any new clients since starting with them. They also wont let me break my contract till the 6 months is past. I just want to cancel with them and move on but they even make that a huge process. Any time I reach out I dont hear back till 2-3 weeks later.

  

  Business Response

  Date: 03/26/2024

  Hi *****,
  
  As noted in your complaint, you confirmed that we did get your business to the top of ******* That is the extent of what we can do. The decision for the customer to call you is out of our control. Despite delivering the key service, you were still granted a refund and it was processed on 4-5-2023.

  Customer Answer

  Date: 03/26/2024

  the refund was given after I had to taken legal action and spoken to a lawyer. So I still hold true to the complaints I previously have made about this company. 

  

  Business Response

  Date: 03/27/2024

  Hi *****,
  
  You are right. I wish we could have provided you with a better experience. I recently took over management a month ago and have prioritized communication and prompt resolutions as high on the list. I definitely will use your experience to improve those issues.

• Initial Complaint

  Date:02/18/2023

  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.

  I have call in, reached out to the company brandRep. The services that I was supposed to receive is to receive my listings on ****** business because my business is a mobile notary service, so ****** declined it. This company charge me $99.95 for the service that they promised to get my business listed on ******, It did not occur. This is the third month and my listing was not listed. I had to go to another company to get my listings up on ****** and they got it up within three weeks Brandrep is a bad company for service. They are not upholding there part of the contract and refused to give my refund back for not providing service. I dont recommend this company for service.

  

  Business Response

  Date: 03/26/2024

  Hi ********,
  
  There was an initial payment of $99.95 on 11-16-2022. The 2nd monthly was $50 because the full amount declined. Your 3rd and final payment of the contract was collected on 2-18-2023..
  
  The package you purchased did not include GBP verification or optimization. It only included Local Directories and Review Generation. The directories were delivered on 11-17-2022 and ****** was connected.
  
  Despite your package not including GBP verification, we went ahead and gave you that service. But that service required a pin call and video verification from you which was not provided. Many attempts were made to acquire them.

• Initial Complaint

  Date:02/09/2023

  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.

  Company uses contracts that make it impossible to cancel. Giving a short window to cancel. Then their customer service is almost impossible to reach. Once you do they promise to send a cancellation form, which they never do. By then, the window closes and youre stuck paying another year of fees. Clearly their methods are purposeful and fraudulent. There are many reviews that substantiate customers who have this same problem. *************

  

  Business Response

  Date: 03/26/2024

  Hi ******,
  
  Your refund was processed on 2-16-2023.

• Initial Complaint

  Date:01/31/2023

  Type:Order 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 December 2022, we accepted BrandRep's proposal and paid $1100. We had a ton of promises and ZERO results from the company's representatives. Eight weeks later, there is no new website and no social awareness. As of February 1st, 2023, we canceled BrandRep services, but the company still needs to respond to our requests. We filed official complaints about lousy business practices with the ************************* This company needs to get accountable for wrongdoing.

  

  Business Response

  Date: 03/26/2024

  Response (Brandrep):
  Hi ********,
  
  Here is a brief history of the steps we completed:
  
  Dec *********** purchased
  Dec 29 ****** listing pinned and connected and optimized
  Jan 03 Your Wix website was emailed to you
  Jan 27 Your site was completed
  Jan 30 You removed us from the ****** listing
  
  From this timeline it shows in a 35 days we completed all of the agreed upon services

• Initial Complaint

  Date:01/17/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Approved service for one year and was automatically charged for another subscription without consent. There were numerous attempts on our part to resolve but silence on their end when asking for cancellation and refund. **************** representative continuously tells us they will follow up but nothing happens. Our account manager has basically cut all forms of contact.

  

  Business Response

  Date: 03/26/2024

  Response (Brandrep):
  Hi *******,
  
  The payment on 11-8-2022 was refunded on 1-11-2022. We also attempted to call to transfer your website domain to you but was unsuccessful. We then emailed you the instructions.