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:02/09/2023

  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.

• Initial Complaint

  Date:01/06/2023

  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.

  Brandrep charger me 395$ throught my bank without my authorization, i have not request any service from them for more than a year, i dont even know why this charge to my bank account, this is an identity theft, they need to reverse the transaction and please take my bank info off your business. Thank you

  

  Business Response

  Date: 03/26/2024

  Response (Brandrep):
  Hi Le,
  
  The payment of $395 that was charged on 1-6-2023 was voided the same day. 

• Initial Complaint

  Date:01/04/2023

  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.

  Hi, I contacted Brand Rep in regards to a transaction on 12/22/2022 for helping me with verifying my address on ****** maps. ****** support the main company fix the issue and Brand Rep is a ****** Partner. Upon paying I specifically asked if they couldn't fix the address issue if I would get a refund and ******* that handled the payment process answered yes. I emailed Brand Rep yesterday and spoke to one of their workers on the phone today and seems to be ignoring when I requested a refund for a service the was never done. I hope to resolve this and get a refund. Thank you, ***********************

• Initial Complaint

  Date:01/02/2023

  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.

  I asked to have my company's account discontinued multiple times since September 2022, for them to stop charging me or doing any work for my company. I called numerous times and sent written emails. Despite all this, they continue to charge my company and continue to fail to produce results. I have clearly and repeatedly in writing asked them to stop charging me and to discontinue my account with them.

  

  Business Response

  Date: 03/26/2024

  
  

  Response (Brandrep):

  Hi ****,
  
  Your situation required a verification of your ****** listing:
  
  Dec 20 purchase of service
  Dec 21 a verification pin call was completed with you

  Dec 30 further verification was required through a physical postcard to your address
  Jan 5 you requested to cancel and refund. The four business days was not enough time for you to receive the post card and give us the verification number to fulfill our service commitment
  
  We did put in the effort and steps to fulfill our obligation but needed the last step that you provide the video verification of the business.

• Initial Complaint

  Date:12/30/2022

  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.

  I purchased service from BrandRep over a month and a half ago. Nov 5th 2022. I logged into my account dashboard and saw absolutely no progress in any way. Nothing was done. I feel competely defrauded right now. This company is not afraid to charge a client for services and produce nothing in return as promised in their worthless contract. This company is a complete scam. I want to end my business relationship with this company immediately.Cancel the contract and discontinue all ********.

  

  Business Response

  Date: 03/26/2024

  Hi *******,
  
  It was a three month contract and once your three payments were completed there were no more payments taken. Below were some work that was accomplished in a short period of time:
  
  Nov 7 your business was listed on 13 directories through Synup
  Nov 14 your business was verified on ****** Maps with a full profile created and optimized for SEO
  
  SEO does take time. In areas of high density competition, it could take months to start ranking. You are located in ****** ** which is a heavily populated area with high competition.

• Initial Complaint

  Date:12/27/2022

  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 for BrandRep SEO optimization services, website development, and social media posting service for a total of 6 months, starting in April 19th 2022 to October 19th 2022. My website wasn't published until June of 2022 and social media posts have not been created until July 19th. 3 months of my service contract have not been met. I cancelled my service officially on October 12th 2022 and requested ownership of my content (wix website created by brandrep) daily and I got the same response, "A supervisor is unavailable and will contact you as soon as possible." This went on for 3 weeks of me calling daily and sitting on hold for hours on end. It has been 2 months later and I still have not received ownership of my content and I am losing substantial amounts of money weekly not being able to have a website due to BrandRep holding it hostage. When I cancelled my service with brandrep, I had good intentions to part ways on good notes. I only cancelled service due to financial reasons but came to find out after cancelling the lies I have been told by this company. My dashboard portal on BrandReps website displayed 0 key words for SEO optimization on all directories listed. This was the service I hired them for and the analytics for the past quarter (3 months) all displayed 0 key words. I have screenshots to prove all analytics at the time I quit my service. I just want to be treated fairly and have ownership of my website. I don't believe this is a lot to ask for or should be something I should need to ask for. What a huge scam this company is. I trully regret not doing a quick online search of this company before hiring them as I would of found hundreds of 1 star bad reviews from other customers that have experienced the same scam I did. Some customers have waited years for ownership transfers and still till this day not gotten a response. I hope this does not happen to me, or I will need to move forward with legal action.

  

  Business Response

  Date: 03/26/2024

  Hi ****,
  
  The site did take longer than expected due to some revisions to the site and your company logo. These were done at your request. The transfer of ownership was emailed today on 3-22-2024. I also sent you a text to confirm that you are aware of the transfer of ownership email.

• Initial Complaint

  Date:12/23/2022

  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.

  Buyer beware!!!!! Read this all!!! Just like the other reviews. This place is a scam!!! If you plan on going bankrupt, use this company. They will literally eat your funds to where you can't make a roi. Let me give you a story. I hired this company back in Novemeber 2022. I dealt with the sales rep ****** and then vice president of sales ************************* got involved. ******* is nothing short of a scammer and a huge liar. Look at other reviews that will support the case about ******* on ******* Well, I was told that for 40k, I would receive roughly 550 leads a month from *******. Which for the price I thought was fair. However, a month goes by, and I have less than 80 leads for 46k. So, I said something they didn't care about the lack of results on their end. They just wanted their money. I talked to ****** ads specialists and other ****** PPC MARKETING companies. They said at best I was in a market to spend no more than 10k a month for ppc. ****** specialist said they did the ads wrong. Which clearly 80 leads for 46k! They don't care it's a money scam to these people. ******* is too busy, worried about driving his fast, nice cars, and dressing in high-end clothing. All ******* would say, when im on the phone, you're getting red carpet service, and im expensive to talk to. ******* doesn't care about his clients. The reason they spend your money is they get 20 percent on their fees. The more they burn up your ads, the higher the 20 percent is. I repeat, I beg mercy on you!!! Do not use this company. The sad part was I have texts from the sales rep ****** that said it was unacceptable. 46k burnt up on 80 leads. No refunds, no nothing. Don't fall victim like I did. Research them. Look at the bad reviews. Look at the BBB issues. Learn from my mistake. There's nothing worse than a shark! You're better off with Homeadvsior or **** list than Brand Rep. Which is sad. Don't fall victim. Get another source. If anybody wants pictures texts emails of this company experience of mine I'll be more than glad to save you

  

  Business Response

  Date: 03/26/2024

  Hi ****, 
  We have tried multiple times to reach you regarding BrandRep services rendered, and unfortunately you have refused to schedule a time to speak with us.  Therefore we are taking this opportunity to document the facts and our perspective relative to our working relationship.  
  
  On November 4, 2022 you signed up on a 4-month contract to have us manage your ****** Ads account to generate leads for your business. Our BrandRep team of specialists worked in good faith, side by side with you in your ****** account - which gave you shared access to see the performance at all times. We received periodic payments for the first month of your agreement and we also received feedback during meetings and messages from you expressing satisfaction with Brandrep's service throughout.   At no point did BrandRep guarantee your business any specific number of leads. Rather we provided projections and estimates from ****** algorithms that are used to forecast search patterns. ***************, and the marketing team met with you 13 times within the first 3 weeks, although our standard procedure is a weekly meeting, we went way above and beyond to accommodate your requests. ******* also attempted to call you multiple times without success and on one day he tried 3 times and left voicemails, but nobody responded.
  
  On December 2nd we received feedback from you stating that you were so happy with our services, you canceled home advisor leads. Two days later you sent an email stating that you closed 5 jobs out of the first 25 leads from ****** with a 20% closing ratio and charged thousands of dollars per job.
  
  On December 5th, you then informed us that you had terminated one of your business partners and that all communication should strictly be through you, so we adjusted our communication style per your request.
  
  
  To be clear, as of 12/16/22 BrandRep has paid ****** and ******** $40,925, on your behalf, for Paid Search Campaigns for your Business *********************************** and provided documentation with proof of over 117 new leads, not 80. BrandRep has performed all obligations, rendered all services in a professional manner, and has paid all outstanding invoices to ****** and ******** on your behalf.  This money is non-refundable. In addition, BrandRep's customary fee for managed services is 20% of spend, however, we have only collected $5,075 toward our fee of $8,000, so you still owe BrandRep $2,925.  You also have 3 months left on your minimum commitment. 
  
  As of February 13, 2023 we received a chargeback from your bank in the amount of $40,000 after we had paid ****** & ********/Meta $40,925 in good faith on your behalf for leads that you had already received, closed, and profited.
  
  
  Please reach out at your earliest convenience to discuss your account and remaining commitment to BrandRep.  We hope to find a positive path forward.
  

  
  

• Initial Complaint

  Date:12/22/2022

  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 paid this company $1600 upfront to cover one year. They told me they would have my business listed on the front pages of ******* but they need 90 days to do so. They give you an online dashboard which I am convinced is for show. This dashboard is supposed to show the progress of my account over time. Over 90 days have passed and the numbers on this dashboard have not changed and my business is nowhere to be found on ****** when searching for video production companies in ************. In the past, I have changed some keywords on my website and got myself on page 3 all by myself. This place is a scam and can not deliver what it promised. Business has been bad and this place was my last shot at getting my business back in the blue. Instead, they took my money and I got nothing. After talking to my rep and a few people at customer service, they explained that it sometimes takes more than 90 days to show results and I know and understand that however there has been NO PROGRESS AT ALL. Nothing is being done. I want a refund. Was told no refunds but I would get a credit. I'm not even sure what that means. They have not delivered. Period