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Adler Local
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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  • Initial Complaint

    Date:04/06/2025

    Type:Product Issues
    Status:
    Answered
    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.
    Philly Lobster Gourmet Foods paid Adler Local a sum of $499 on March 20, 2025 for a service period between March 20 and April 19, 2025. Many of the services included in the Pro level plan were not being performed. On March 31, Philly Lobster terminated the plan due the service issues and requested a refund. On April 1, a partial refund of $100 was processed. Philly Lobster strongly believes that the services provided by Adler Local between March 20 and April 19 do not justify the resulting payment of $399 ($499 minus $100 refund). Weekly GBP Optimization - No updates between 3/20 and 4/19 Social Media Daily *************** 7 posts made out of 31 days between 3/20 and 4/19 - ********* 7 posts made out of 31 days between 3/20 and 4/19 - Instagram: 6 posts made out of 31 days between 3/20 and 4/19 ****** Review Responses - 1 review received while plan was active between 3/20 and 4/19 - No response submitted for approval Yelp Review Responses - 1 review received while plan was active between 3/20 and 4/19 - No response submitted for approval ****** Performance Meeting - Meeting date and time agreed to but no invite sent, no phone call received, and no follow up afterwards to reschedule The attached PDF document goes into more detail with images and screenshots.

    Business Response

    Date: 05/21/2025

    We completed our research and can confirm (see attachements) that these funds were refunded through our charge back management provider "Charge Back Help".

    It is not possible for us to issue a refund from our merchant account provider's platform "*************",  because what Mr ****** did not mention is his complaint with BBB, he already called his bank before May 12th and filed a CHARGE BACK against us. This "charge back" was then immediatly intercepted by "Charge Back Help" and issued as a refund to Mr ****** credit card on file (creit card number 424631******7000). Hence he already received a refund and we are in posession of $0 from Mr ***** Essentially, what he is trying to do was to sign up and get charged by us and then get his money back double from us (first through a charge back through his bank, and when he received that, from us directly with a BBB complaint).

    So as of now, Mr **** got a full refund from us, we did work for him (as he documented) and we had to pay a fine. 

    Please reach out to me with any questions you may have in this matter.

    ******

     

    Attchment 1: Screenshot of the email confirmation from Charge Back Help that they issued a full refund to that credt card on file

    Attachemet 2: email (.eml) file of the whole email conversation

    Business Response

    Date: 05/22/2025

    We completed our research and can confirm (see attachements) that these funds were refunded through our charge back management provider "Charge Back Help".

    It is not possible for us to issue a refund from our merchant account provider's platform "*************",  because what Mr ****** did not mention is his complaint with BBB, he already called his bank before May 12th and filed a CHARGE BACK against us. This "charge back" was then immediatly intercepted by "Charge Back Help" and issued as a refund to Mr ****** credit card on file (creit card number 424631******7000). Hence he already received a refund and we are in posession of $0 from Mr ***** Essentially, what he is trying to do was to sign up and get charged by us and then get his money back double from us (first through a charge back through his bank, and when he received that, from us directly with a BBB complaint).

    So as of now, Mr **** got a full refund from us, we did work for him (as he documented) and we had to pay a fine. 

    Please reach out to me with any questions you may have in this matter.

    ******

     

    Attchment 1: Screenshot of the email confirmation from Charge Back Help that they issued a full refund to that credt card on file

    Attachemet 2: email (.eml) file of the whole email conversation

    Customer Answer

    Date: 05/22/2025

    I did not receive any response or update in regards to this complaint between April 7 and March 12, a period of 5 weeks. Therefore, I opened a dispute with ***** as my next and last course of action. The charge is reversed temporarily until a resolution is reached. ***** says it make take "a few weeks and up to 90 days". I've attached the email with this information. I am currently still waiting on what will happen with the resolution of this dispute. 

    The claim by Adler Local saying that I am trying to receive a double refund is false. The lack of response from them for over a month is what motivated me to go through my credit card provider to assist in this matter. The final and ultimate resolution of this complaint will depend on the outcome of the investigation by *****. 

    Customer Answer

    Date: 05/23/2025

     
    Complaint: 23168715

    I did not receive any response or update in regards to this complaint between April 7 and March 12, a period of 5 weeks. Therefore, I opened a dispute with ***** as my next and last course of action. The charge is reversed temporarily until a resolution is reached. ***** says it make take "a few weeks and up to 90 days". I've attached the email with this information. I am currently still waiting on what will happen with the resolution of this dispute. 

    The claim by Adler Local saying that I am trying to receive a double refund is false. The lack of response from them for over a month is what motivated me to go through my credit card provider to assist in this matter. The final and ultimate resolution of this complaint will depend on the outcome of the investigation by *****.


    Sincerely,

    **** ****

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