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:12/11/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Brand Labs offers a money back guarantee if you dont increase $20k per month in revenue. We didnt experience any increase in revenue. Brand Labs has systems in order to place the blame for their lack of performance on the customer. We spent $21,500 on their fees + adspend. Our last month of their program yielded 6 poorly qualified prospects in the door. The final 10 days yielded 1 person in the door. They did not perform and they blame the customer for their lack of performance. The money back guarantee gave me a false sense of security that I had nothing to lose. They clearly have no intentions of ever fulfilling their guarantee.

• Initial Complaint

  Date:10/25/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 invested $22,850 with Brand Lab Media and they failed to produce (1) one new patient during our 110 day campaign. We have found their practices to be misleading and their advertising to doctors to be very deceptive.We diligently studied and followed their training and all applications of their program and found their professionalism and support to be very disappointing. (ie cancelling multiple trainings within moments of the trainings starting)Despite numerous attempts to address our concerns with **** ****** of Brand Labs Media, and seek a resolution, they have been unable to provide satisfactory explanation or remedies for their underperformance.The most disappointing aspects of their program:1.)For over (4) four months we reached out to **** ****** and he refused to return any phone calls to us.2.)They absolutely do not honor their advertised guarantee. This is very deceptive to the doctors that they aggressively advertise to which is extremely fraudulent in nature. The hook or efficacy of this marketing is that they offer a guarantee that their service will result in generating a minimum of $20,000 in monthly revenue within a specified time frame. To be clear there is no guarantee. There is no refund given at all. Despite numerous attempts to request a refund they refuse to do so. We are requesting a full refund from Brand Labs Media as a resolution to this matter. Subsequently, we will be bringing our case to the State of *********************************.

• Initial Complaint

  Date:06/25/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Elevation Spine & Sports Medicine agreed to work with BrandLab Media (BLM) 3/19/24. John pressured a financing website during a call to secure a loan pre-approval to start the program through their “partner” company. I was not approved for the loan. The cost of the program & the ads were 35-40% of Elevation’s monthly collections before other bills.
  
  BLM guaranteed 60 new patients/$20k in collections in a month by the end of the 16 week program otherwise we do not pay. But you must hit certain marks to be eligible. They claim to help create a unique “core offer” to position in our area. Elevation paid a deposit of $2k, agreed to a 5mo pay of $3k/mo, plus $2.5k/mo on ad spend.
  
  In 11 weeks we received approx. 60 leads & 5 showed up. 2 were jobless & 3 couldn't afford care. Elevation paid $9k to BLM & about $4k on ads with no increase in collections & nowhere near 60 new patients. After discussions & lack of results, Elevation was encouraged to seek out feedback from other BLM employees, which was carried out & included the CEO Rory Morgan on a workshop. Still no results. We were on track for the guarantee minus not being able to have 6-10 incoming/outgoing phone call recordings & 6-10 sales conversations with new patients. We did not have enough leads to meet those metrics, which wasn’t our fault.
  
  At the end of week 11, Elevation terminated Facebook ads & continuation of the program due to lack of results & the financial strain/debt. BLM charged an additional $3k payment for the program after termination, so I sent a text inquiry, to which Rory responded with screenshots asking questions. He was updated about lack of results & the financial burden the program has put on Elevation. Rory has not responded to the message that was sent 6/19/24. No refunds have been given. Elevation cannot access the lead information system. We terminated the agreement & now request a refund for the program due to lack of results & the financial burden the program placed on Elevation.

  Customer Answer

  Date: 07/18/2024

  Good morning, I submitted this claim a few weeks ago and still have not had any updates as to what is going on. Tomorrow is the day that they will try to bill me another $3,000 even though I terminated working with them over one month ago and then they will try to bill me another $3,000 August 19th, 2024 as well. They have already put my business into debt and the additional billing will worsen the position of my business and will increase that number from $11,000 to $13,000 tomorrow. What do you recommend I do? Should I allow the charge to go through? Do I dispute it with the credit card company? Their contract stated if the billing didn't go through, there would be an additional penalty of $1,000... I'm getting anxious about the financial strain they have placed on my company and I don't want it to be worsened. 

• Initial Complaint

  Date:11/15/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 June 14, 2023 French Eye Care Center (FECC), Eleanor, WV paid $14,000 to Brand Lab Media (BLM), Loveland, CO for an advertised agreement to increase my office revenue by $20,000/month through their promotion/advertising of a core offer my business would make to the public.
  BLM provides business advertisement training with BLM controlling all advertising & appointment scheduling online for the core offer. With 3 months into the 4-month program, I had spent an additional $3,637.65 in Facebook/Instagram advertising with only 3 qualified patient bookings. Being nowhere near the $20,000 increase/month, I elected to not stay in the program for the last month & incur another $1,200 to $2,500 in advertising debt. FECC increased an average of $7,746/month; nowhere near the $20,000/month promised. FECC would need to generate an extra $56,764 during the 4th month to reach the program goal.
  Twice during the program I suggested to my coach & Mr. Morgan that my core offer was a mismatch for this type of advertising; I was told to wait it out & trust the process. Entering the 3rd month I received a message that I did not have enough openings in my schedule. The program requires 24 openings; I had always provided two full days (28 openings). I replied as such & several hours later the answer was the openings were not diverse enough to meet the demand created by advertising & the schedulers were struggling to book potential clients. I acquiesced & provided 35 openings/week; an opening on the hour, every day of the week. BLM managed to schedule 1 patient for the whole month.
  I trusted this business with my business, employees, patients, & funds. Not only did my business not increase by $20,000/month, but the program’s key training (Facebook ads) was out of date and unusable. This was promised to be updated but was never delivered. Mr. Morgan refused my refund based on not finishing the program. I feel I gave the program ample opportunity, but it failed to deliver on its promise.

• Initial Complaint

  Date:04/10/2023

  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.

  ******* ****** ********* *** is a single proprietor owned mental health clinic. We have one provider and one office manager. We opened our doors late October 2022 and enlisted the help of Brand Lab Media (BLM) in March 2023 to increase our clientele. We signed our contract (attached) on 03/02/2023 and paid $14,000. Our first onboarding call was on 03/10. Almost immediately (03/11) we realized we were not a good fit for what BLM does and requested a refund. We were told "to be clear, there are no refunds" from CEO Rory M*****. Our first attempt at developing a "core offer" was met with "a $150 a month subscription model is not really something we can help you with." We were told to go back to the training and come up with a larger offer. Additionally we were told that since we did not come to the table with at least 2K leads, we did not meet the minimum criteria for BLM. Requests to have a phone call with CEO Rory M***** were unanswered. Rory would only respond if one of his employees requested it. On or about 03/24, I notified BLM of the following: "I feel that I am still struggling with the thought that we are not a good fit for this platform. I feel that I am being almost "bullied" into creating a "package" that fits your marketing plan/strategy and not mine and specifically, offering products that I don't necessarily believe in or want to offer. I am afraid for my reputation as well as how my colleagues are going to view me. I feel like at this point I am just going through the motions to get through the four months and then I am going to stop offering all this "fluff" and I will need to start all over with my marketing, less $14,000. I feel like I am ignoring my insured clients and I don't see how this platform will raise awareness in my community for my insured patients." On 04/06 we realized that BLM is recording our office calls and requested that they stop immediately. On 04/07 we terminated our relationship with them and are requesting a refund.

  Customer Answer

  Date: 04/17/2023

  Complaint ********. Please close complaint. Complaint resolved between parties. Thank you. ******* *******
  
  Sent from ******* ******* (************************)