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:03/18/2025

  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.

  Muck Rack has an aggressive sales team that has been harassing me for several months now. I have never ******ally done business with Muck Rack but am aware that my current employer has previously used their services. My employer canceled the contract, a decision that I was not involved in as I am not the decision maker for this type of service. The first ****** (***** *****) reached out to me via ******** asking for a meeting. I expressed that I was not interested. Raven asked if there was a better time of year to connect. I told her no and stated that my employer had recently ended that contract and moved on to another provider. Raven said, "I completely understand. Thanks ******." Since then, Muck Rack has sent another of their employees to harass me. His name is ****** ****. ****** has continued where Raven left off, contacting me by ******** and email. He also recently resorted to stalking me online and harassing me by cold calling my ******al cell phone. When told that the outreach was unwelcome, ****** attempted to continue the conversation anyway. I firmly replied, "no" and disconnected the call. Again, I have no history with this company and was never a user of their software. I have never provided the company with my ******al or professional contact information, both of which they continue to use to continue unwanted contact. I am accustomed to receiving cold contact via my work email, and I have methods of dealing with that. However, this company is taking it too far in seeking and using my ******al contact information. I am not the decision maker regarding procurement of that type of software. And, despite me explicitly stating that I'm not interested in their product or any further communications, they continue to harass me.

• Initial Complaint

  Date:01/31/2024

  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 recently engaged with Muck Rack during the preliminary stages of potentially utilizing their product. From the outset, the communication was lackluster, which raised concerns about their service quality. Assuming our discussions were part of a standard inquiry process, I did not realize I was entering into a formal "agreement" with them. My decision to proceed hinged on receiving clear answers to several critical questions I had posed, which were never satisfactorily addressed. Consequently, I chose not to move forward with their service, especially since I was never granted access to, nor did I ever utilize, their product.Despite my decision not to proceed due to inadequate customer service and poor communication, I was surprised to find myself being sent to collections for a sum of $3,500. I believe this action is unjustified, as I was not aware I was in full agreement, nor did I avail of ANY services or products from the company. I am seeking assistance from the BBB to resolve this matter, as I find the demand for payment under these circumstances to be unfounded and the company's approach to customer engagement deeply unsatisfactory.

  Customer Answer

  Date: 02/01/2024

  This is the response they sent me. So unprofessional. Swallow my pride and move on with my life .  Thats an obnoxious comment to make, especially about a product that I have never used. 

  Business Response

  Date: 02/12/2024

  *********************** and Muck Rack began communicating about a potential purchase of Muck Rack services in May of 2023. **************** received a demo of the Muck Rack product on May 4. On May 5, Muck Rack followed up with **************** to get her feedback, and she indicated how impressed she was with the platform.
  
  Between May 4 and May 10, **************** and Muck Racks sales rep exchanged emails regarding pricing, and **************** was offered special pricing and terms of $3,500 plus one month of free access to the service and semi-annual payments (instead of full payment upfront).
  
  There was no contact between Muck Rack and **************** between May 10 and August 24. On August 24, **************** reached out unprompted (as there was no outreach from Muck Rack at this time) to two different Muck Rack contacts requesting to move forward with the pricing of $3,500. She states my financial situation has improved. I'm now in a position to proceed with the offer of $3,500. Please let me know the next steps. (also reflected in the attached screenshots).
  
  On the same day, **************** was sent Muck Racks purchase agreement, which details the term of the contract, pricing, and that the document was a binding legal contract. The agreement DJ signed also links to Muck Racks Terms of Service, which states that Muck Rack does not provide refunds for billing cycles during which an account is open but unused (screenshot attached).
  
  It is regrettable that **************** is unhappy with the purchase, however Muck Racks terms are transparent and Muck Racks representatives did everything possible to accommodate ****************. Muck Rack also offered continued support in helping **************** maximize her subscription.
  
  Further, the comment that **************** has attributed to Muck Rack was not made by any of our employees, as is demonstrated in her screenshot, but instead by the company *******************.
  

  Customer Answer

  Date: 02/12/2024

   
  Complaint: 21198273
  
  I am rejecting this response for the following reasons: When considering a purchase, especially as a business owner evaluating various software options, it is standard practice to request a detailed breakdown of the product offerings in writing. My intention was to compare different software solutions, with Muckrack. However, Muckrack failed to provide a written breakdown detailing exactly what was included in their offering, which led me to cease communication with them.
  I would like to emphasize that I have received ZERO services from Muckrack and have never utilized their product. It is unreasonable and unjustifiable to attempt to charge me for a product I have never used, particularly when my request for a comprehensive description of the servicecritical for an informed decision-making processwas not met, indicating poor communication on their part. 

  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 02/12/2024

  Here is an email showing I was trying to get more info from Muckrack with no success.