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:11/22/2023

  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 learned of AdRoll through Shopify and looked into what was supposed to be a FREE TRIAL experience. I did encounter what it offered and was led to believe one thing when it was actually another. I even asked questions about this - especially the costs involved - and was given answers that gave me reason to believe I wouldn't be charged more than a certain amount per month. Instead, they're charging way more for something I didn't agree to. If I knew this was going to happen I never would have agreed to anything.They sent screenshots, showing their side of the argument. However, this means nothing to me as what they're showing now and what I was brought to believe by them are two entirely different things. I'm not paying for something I know I didn't agree to. I can't afford it and I won't pay for it. I've already warned my credit card company about them and have been sharing my bad experience with them on every review site I can find. I was scammed, bottom line. And, I'm not the only one. Read around and you'll find I'm not the only one who was led to think one thing, and then reality hit that what we're being sold and what we're receiving are not the same thing.I won't pay a cent because I was brought to believe it was a FREE TRIAL. What's worse was any attempt to cancel on my part was not available - even before these people attempted to rip money from me. I wanted out because even then I learned of the complaints regarding AdRoll. I want nothing to do with such a company. I want them to leave me alone. This includes any further attempt on their part to take money from me. I want them to drop me from their list. I won't want to hear from any of their billing and collection departments anymore. I've been sounding alarms everywhere I go about them and I won't stop until they leave me 100% alone.

  Business Response

  Date: 11/27/2023

  Dear *************************,

  We appreciate your message and want to assure you that there were no actual charges to your account, and the ********************** account has been successfully closed. I understand the concerns you've raised regarding your experience with AdRoll, and I'm sorry to hear about the frustration it has caused. I want to assure you that no further attempts to charge your account will be made.

  If you have any further questions or concerns, please feel free to reach out. We value your feedback, and I want to ensure that everything has been resolved to your satisfaction.

  Thank you for bringing this to our attention, and I appreciate your understanding.

  ********, Inc. 

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20904904
  
  I am rejecting this response because: An attempt was made again to take money from my c/c this morning by AdRoll.  I had to take extreme measures to have the bank shut down the c/c entirely to make sure AdRoll can't touch my money at all.  I want AdRoll to 100% leave me alone.  No more emails about overdue accounts, blah, blah, blah.  If my account really is shut down, okay, I'm good.  Right now as it stands, I have serious trust issues with AdRoll and NextRoll.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/04/2023

  Thank you for reaching out to us. We want to reassure you that your concerns have been thoroughly addressed. Your AdRoll account has been successfully closed, and there have been no actual charges to your account. Additionally, there are no pending attempts to charge the credit card associated with your account.

  If you have any further questions or concerns, please don't hesitate to reach out.

  Thank you,
  ********, Inc.

• Initial Complaint

  Date:05/18/2023

  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.

  We selected AdRoll for our small business advertising. Unfortunately, their program (pixels) slowed down our website and we were unable to continue our ***********************. When attempting a refund we were advised to rerun a campaign for a short amount of time, then cancel within a few days to be able to get our initial credit. We request it at the end of March and have still been told it is "in review with management" two months later. This complaint is being submitted so other companies may have upfront knowledge of the process before they put money into their *********************** using AdRoll. Understandably not all products work as advertised but the company should take accountability and resolve issues. They were told if this was not resolved that a complaint with BBB would be submitted.

  Business Response

  Date: 05/31/2023

  Hello *******,

  Thank you for bringing this matter to our attention.  ********, ***** strives to meet customer expectations in providing online advertising services.

  To facilitate the refund process, we kindly request the updated expiration date for the card ending in x1006, if available. Alternatively, they may provide their banking information.

  Name:
  Bank Name: 
  Bank Address: 
  Routing Number: 
  Account Number: 

  Sincerely, 
  ********, Inc.