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:09/25/2023

  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.

  We engaged in a contract with FountainheadME on May 12, 2023 for $5500.00 per month, in exchange for full service Amazon management. The contract states that the monthly fee is to include the following: 1. Initial Keyword Research 2. Optimize Titles, Features, and Backend Keywords 3. Build Out of Amazon Paid Advertising Campaigns 4. Ongoing PPC Management 5. Brand Story 6. EBC - Creation of A+/Enhanced Brand Content 7. Storefront Creation/Addition During the three months working with FountainheadME, they never completed any of these contractual items besides Initial Keyword Research, despite paying $16,500. Throughout this time period, we reach out numerous times without resolution and received subpar, unusable, incomplete work. Our questions often went unanswered and with no resolve. We expressed our concerns with FountainheadME multiple times over the course of the 3 months, and were always met with empty promises and admittedly rushed, incomplete work. We laid out every issue that we had, very clearly over several emails and via Zoom. The last communication we had was an email stating they would review our email and get back to us by 9/15. In this email, we made it very clearly for the last time, that we would be filing disputes with our bank, BBB, and FTC. However, we never heard back.

  Business Response

  Date: 10/06/2023

  This former client engaged FME as they state. They received the product they paid for in full. It was clear to all parties, which exists proof in writing, that everything presented would be in draft form and revisions were included. The client, upon receiving the work product, refused to accept it and therefore revisions could not be made. FME still has this work product and is still willing to make any revisions this client wants.
  
  This client is demanding a refund in violation of the agreement they signed on 5/12/23.
  
  During the relationship with the client there were minor communication issues (emails not replied to, etc) for which FME takes full responsibility. However, while unsavory none of these issues had any financial impact on the client and even it had the client released FME from any liability for such events. (Although FME likely would have offered some non-cash remedy had it been the case as we demonstrated a failed photoshoot already with this client.)
  FME, at its own expense, employed a mediator to review the complaints of the client. The mediator findings agree with our statements above. The client was offered the opportunity to hire their own mediator but so far has declined this offer so far.
  
  FME is firm in its position. If it can be demonstrated that FME has violated its agreement or failed to deliver on obligations as per the agreement, FME will change its position to fit any new evidence provided.