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Business Profile

Marketing Software

Zale Media LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Marketing Software.

Complaints

This profile includes complaints for Zale Media LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 38 total complaints 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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    Complaint type

    • Initial Complaint

      Date:11/29/2022

      Type:Customer Service 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.
      On October 6, 2022 I signed up for **** Mortgage's lead generation service and paid a one-time fee of $1697 for their service. This service is to generate mortgage application leads as I am a loan originator for a bank and since loan applicaitons are way down, I thought this could be helpful to generate new business for myself. As part of the onboarding call with one of their reps to set up the account, I learned that there were additional fees associated with this service that were not verbally discussed when I agreed to the service. I paused the onboarding since this was surprise information to me. Once their escalations manager, ********* contacted via email, she did agree to waive this fee for good. After this, I ended up discussing their service with my employer and was advised I could not use this service and that an email was sent on Aug. 26th, 2022, to all employees that 3rd party vendors could not be used, but I was not hired until Aug 29th and was not aware. My employer has contacted **** also and advised I cannot use their service, but **** is not accepting this as a valid reason to cancel. I have not utilized their service at all and never finished the onboarding. I have several emails that I can provide. Also, they are asking for proprietary information from my employer that they will not provide as it is proprietary and using this as another excuse not to refund.

      Business Response

      Date: 12/05/2022

      Dear *****,

       I am part of an escalations team that wants to help you with this issue. We will continue all further communications through this BBB complaint portal to ensure that you feel comfortable. I am really sorry to hear our services did not meet your expectations. I have been assisting your case since the beginning and been responding to all of your emails promptly to resolve any concerns. My responses will continue to reiterate the escalations manager's final decision as this has been discussed extensively through email communications. I appreciate your understanding. 

      When a refund request is submitted, an audit is done to your account against the requirements listed within your agreement that was signed upon purchase. As stated within our agreement, all sales are final, but we do put trust in our system that it does have success. For this reason we have a money back guarantee that includes some requirements. These requirements are to make sure that the system is used to its full potential and you have the best success.

      Unfortunately, you do not qualify for a refund because you did not follow all of the guarantee requirements. You have not given our system the ability to help you along the way of a closing or increase your online visibility by 80 percent. We cannot guarantee a closing if you do not complete the guarantee requirements. 

      - You did not have your ads on for 5 months, have a minimum recommended ad spend of $1500, have 100% lead follow up through the **** conduct all calls through the *** or follow the other requirements listed in your contract. I will be attaching your contract to this email for your reference.

      We appreciate you taking the time to share your concerns. I have also attached the contract you signed. This outlines our guarantee requirements and further explains our program. Please respect our sincerest apology for any inconvenience we may have caused you. We highly appreciate your feedback as it will assist us in becoming better at what we do. All guarantee requirements must be followed in order to qualify for a refund. 

      Sincerely, 
      **********************
      Escalations Team

      Customer Answer

      Date: 12/05/2022

       
      Complaint: 18471933

      I am rejecting this response because:

      When I signed up for this service, I was not aware that my employer will not allow me to use ****** services and I was not aware Third party vendors were .not allowed period.

      ******** did send an email to all loan officers in 8/26/22 stating this,  but I was not aware since I was not hired until 8/29.  I did not have any access to any of the ******* systems until 9/1 when I was issued a laptop.  I was not part of this email correspondence. 

      Our Chief Compliance sent an email to **** confirming this information in which I have provided for your review.

      I never completed the onboarding process with **** and I have never utilized their services nor received any type of a lead source from ****.

      I am not questioning or disputing whether or not their system of a lead source works or not...again my employer does not allow me to use their services and I have not even tried to use their service.  I am sure **** can confirm that I never used their service, that they have not provided any lead source or produced any marketing materials for my use.

      I would just like a refund.  



      Sincerely,

      *************************

      Business Response

      Date: 12/07/2022

      Dear *****, 

      I hope you are doing well. I understand that you not want to move forward with out services. I do appreciate you adding our email communications to this BBB complaint. I have been attaching sections of the contract within our emails. I do advise looking at these contract section for further informaiton. I do apologize that you disagree with the audit results that I have conducted. However, the final decision has not changed.  

      Our product or CRM also includes digital + intellectual property. All sales are final unless you qualify for a refund due to the guarantee requirements listed in the contract.  Services have been rendered immediately after you sign the contract and you are given access to digital/ intellectual property and a training portal. I do apologize that you do not qualify for a refund. 

      Respectfully, I have answered all of your questions and reiterated my final decision in regards to your refund request. All refund requests are at the discretion of the escalations manager as I complete the audit on your account against our guarantee requirements. All of our policies are taken very seriously. I explained them in depth within our email communications. I do advise you to look at all of our policies located within your contract. 

      Please also note that as this particular question has already been answered this will be the last response you receive regarding a refund. If you have any additional information that you believe will alter the decision that has not been made you are welcome to present that. We will take it into consideration. However, under the current circumstances a refund has already been rejected and will not be discussed further.

      We appreciate you taking the time to share your concerns. 


      Sincerely, 
      **********************
      Escalations Team.

    • Initial Complaint

      Date:11/26/2022

      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.
      I signed up with **** on 05/22 to get more leads; the salesperson from Zale Media/Mortgage told me on the phone that I would get a 100% refund of what I paid $2,497, if I didn't generate a deal within 5 months. I was told the system is designed to produce qualified leads based on credit and other filters, ensuring that I will get around"40 quality leads" a month.It took a week for them to set up my account, I created my ******** account, and I started paying $10 per day for paid ads, plus $20 a month for a Crmvoice that never worked (the clients could not hear me, so I had to call them from my cell phone). Nothing really worked as their salesperson told me it should.I have tons of emails I have sent to help support with all my emails and complaints supporting my claim. The lead quality was really bad; the marketing team didn't comply with my requests. The support team will take over a week sometimes to answer; I couldnt call anyone, only by email. My FB account was disabled twice, and it took a long time to re-create it. The ads they were adding to FB were not compliant, and it took weeks to change them. I wanted to use my own ads, but they wanted to charge me for them. Every communication with them is in writing, so I have enough proof; please let me know where to send it. I only got 17 leads in 5 months, of which no one qualified; most were from other states where I am not licensed, so I had to tell clients they were misled by **** Mortgage because my marketing was for PA or FL only. I didn't know why I was getting leads from ** or DE. When I requested my refund for the $2,497, they told me I didn't spend $1,500 in 5 months in FB ads, as I should and I told them that was their fault because they didn't provide enough leads; FB kept disabling the account, which I think is **** who does it to put obstacles so they can claim I didn't spend the money and instead apologizing and saying, let's try it again or something, the told me they wouldnt return my money.

      Business Response

      Date: 12/05/2022

      Dear *******, 

      I am part of an escalations team that wants to help you with this issue. We will continue all further communications through this BBB complaint portal to ensure that you feel comfortable. I am really sorry to hear our services did not meet your expectations.

      When a refund request is submitted, an audit is done to your account against the requirements listed within your agreement that was signed upon purchase. As stated within our agreement, all sales are final, but we do put trust in our system that it does have success. For this reason we have a money back guarantee that includes some requirements. These requirements are to make sure that the system is used to its full potential and you have the best success.
      I am really sorry to hear our services did not meet your expectations. I have looked into your situation. 

      Unfortunately, you do not qualify for a refund because you did not follow all of the guarantee requirements. You have not given our system the ability to help you along the way of a closing or increase your online visibility by 80 percent. We cannot guarantee a closing if you do not complete the guarantee requirements. 

      - You did not have your ads on for 5 months, have a minimum recommended ad spend of $1500, have 100% lead follow up through the **** conduct all calls through the *** or follow the other requirements listed in your contract. I will be attaching your contract to this email for your reference.
      However, we would be more than happy to have you move forward with our system.

      I do apologize that you experienced some ******** issues. We are not part of ******** and we do not have control over disabling ad accounts. Our access to your ad account is limited since we are added as a partner and not a main owner on your ******** ad account. We have been in contact with their team about this and working with them to fix this issue since we are not part of ********. We use ******** as an advertising platform along with multiple other platforms. Our client support team did provide assistance to fix the ******** issue. Thank you for your understanding as we helped you resolve that issue. I sincerely apologize that you think we were responsible for your ad account being disabled. We only want our clients to be successful.  

      Your meeting with our escalations team resulted in you moving forward with our services and assistance. We would love to help you continue moving forward.

      We appreciate you taking the time to share your concerns.  I have also attached the contract  you signed. This outlines our guarantee requirements and further explains our program. Please respect our sincerest apology for any inconvenience we may have caused you. We highly appreciate your feedback as it will assist us in becoming better at what we do. 

      I am looking forward to hearing from you.


      ***************************** Escalations Team

      Customer Answer

      Date: 12/05/2022

       
      Complaint: 18465829

      I am rejecting this response because: 
      I have tons of emails I have sent to help support with all my emails and complaints supporting my claim. The lead quality was really bad;the marketing team didn't comply with my requests. This is a total scam. I noticed they have over 100 bad reviews of other loan officers complaining about the same thing. I already file a complaint with the district attorney and other outlets.

      If I didn't have the 5 months is because **** disabled my FB account on purpose and didn't notify me. because I didn't really got leads when system work, i didn't expect the account to be disabled, after 3 weeks of no activity I will email **** asking for a reason and a week later they will answer saying they need to look into it, weeks passed and when i requested the refund, instead allowing me more time, they just told me they can; extend or give  me a refund, of the 5 months my account was only active for 3 months and they are a fraudulent company trying to get money from people/


      This company should not be able to guarantee leads or tell people to buy from them based on false advertisements and misleading information.

      Sincerely,

      *********************************

      Business Response

      Date: 12/07/2022

      Dear *******,

      I do apologize that you disagree with the audit results that I have conducted. However, the decision has not changed.

      Our product or CRM also includes digital + intellectual property. All sales are final unless you qualify for a refund due to the guarantee requirements listed in the contract.  Services have been rendered immediately after you sign the contract and you are given access to digital/ intellectual property and a training portal. I do apologize that you do not qualify for a refund. I have completed the final determination of the audit on your account against our guarantee requirements. 

      Our system does include digital and intellectual property so all sales are final. All guarantee requirements must be followed in order to qualify for a refund. Our services have been rendered immediately after signing the contract and our amazing team has been assisting you on any questions you have had. 

      Your BBB complaint mentioned your experience with ******** issues. I would like to restate that we are not part of ********. We use ******** as an advertising platform. However, our team can help assist you if any ******** issues arise. 

      This is a done-with-you marketing system. We do not actively monitor your Ad or CRM account so we do ask that you let support know via email if you have any problems. We would be more than happy to assist you along the way. Our access to your ad account is limited and we are added as a partner for the account. We do not have the power to disable ad accounts and we would never want to do this since we want our clients to be successful. We want you to have closings and represent us in a positive light. We provide the system and help you setup ads for your business. We are not a done-for-you marketing company meaning we do not run our clients ads and CRM account. It is our clients responsibility to follow up with leads and actively monitor their ad accounts. 

      Our team would be happy to help you move forward with ****** advertising or can hop on a check in call to help further fix this ******** issue by creating a new page and ad account for you. Please email us if you ever change your mind and would like to move forward at a later time. This is a lifetime system with lifetime access to our support, marketing, and escalations team. 

      Sincerely, 

      Harmony W. 

      Escalations Team

      Customer Answer

      Date: 12/08/2022

       
      Complaint: 18465829

      I am rejecting this response because:

      Your company has created a product to steal from people,guaranteeing things that are not true, and if you were a legitimate company,you would try to help. You took more than a week to answer emails and more than two weeks to solve problems, so when the five months arrive, it is evident that they will only get their money back if they extend the contract. You do it on purpose to keep the $2,497. You told me that you were only going to give me good leads, and it was not like that; the ads you used are not in compliance,everything you did was wrong, and I have every email that proves it. I want my return and am willing to continue fighting because I have the most proof of your scam.  I am sure that if I contact every person who complains (more than 100 people have done bad reviews), I can start a class action suit against your company, which is my next step if this still needs to be resolved. The lawyers you will have to use to defend yourself from what you owe me would cost you more.
      Sincerely,

      *********************************

      Business Response

      Date: 12/14/2022

      Dear *******,

      I sincerely apologize to hear our services did not meet your expectations. We are not part of (FB) ******** and only use their platform for advertising. I do apologize you experienced some issues with ******** and their FB support team. Our team did help support you during that time and can continue helping you. 

      This is a done-with-you marketing system. We provide the system and help you setup ads for your business. We are not a done-for-you marketing company meaning we do not run our clients ads and CRM account. It is our clients responsibility to know local rules, regs & laws regarding their advertising methods and activity. With that said, we totally understand if our first draft of ads do not meet your standards and we can 100% get you some new ads to satisfy your standards and state's guidelines. We do not actively monitor your Ad or CRM account so we do ask that you let support know via email if you have any problems.

      You will retain lifetime access to your CRM, access to support, and ads in your ad account.
      We can turn everything back on if you do change your mind at a later time and want to try out a different advertising platform like ******* You are a valued customer and we are here if you change your mind. This is a lifetime system and you will always have access to support if you change your mind.

      Please let me know if I can help you move forward or ease your concerns. I don't want you to regret giving up before you had a chance to have a closing. 

      Sincerely, 

      Harmony W. 

      Escalations Team

      Customer Answer

      Date: 12/17/2022

       
      Complaint: 18465829

      I will start a class-action lawsuit if I dont get my money back. 
      I already spoke with an attorney, and I do have a case. 
      Please see attached a report of people complaining.
      Once all complaints are subpoenaed from the different complaints outlets, I am sure many will like to join the lawsuit. An investigation will start on Zale Media, confirming their deceptive business practices.
      To avoid a class-action lawsuit, please confirm my money has been returned.

      Sincerely,

      *********************************

    • Initial Complaint

      Date:11/16/2022

      Type:Product Issues
      Status:
      Unresolved
      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.
      In January of 2022 I ordered agreed to a marketing lead generation system for real estate. It costs me $2500. After 6 months if the system did not produce any qualified leads, my money would be returned. The system only provided me with bogus leads . I followed up with each lead by phone and email. I sell real estate in a rural ** county and the adds that put online for me did resonate with the buyers that would purchase in this area. I told them that numerous times. After 6 months I asked for my money back and they told me that I did not follow the correct protocol and they would not return my money.

      Business Response

      Date: 11/21/2022

      Hey *****, 

      I am part of an escalations team that wants to help you with this issue. We will continue all further communications through this BBB complaint portal to ensure that you feel comfortable. I am really sorry to hear our services did not meet your expectations.

      This is a done-with-you marketing system. We provide the digital intellectual system and help you setup ads for your business. We are not a done-for-you marketing company meaning we do not run our clients ads or ***. We do not actively monitor your *** or ad account so we ask that you let us know if there is an issue with lead flow or lead quality.

      When a refund request is submitted, an audit is done to your account against the requirements listed within your agreement that was signed upon purchase. As stated within our agreement, all sales are final, but we do put trust in our system that it does have success. For this reason we have a money back guarantee that includes some requirements. These requirements are to make sure that the system is used to its full potential and you have the best success. Your meeting with our escalation team went over the guarantee requirements and the audit completed on your account.

      I am really sorry to hear our services did not meet your expectations. I have looked into your situation. Unfortunately, you do not qualify for a refund because you did not follow all of the guarantee requirements. You have not given our system the ability to help you along the way of a closing or increase your online visibility by 80 percent. We cannot guarantee a closing if you do not complete the guarantee requirements. 

      - Have 100% lead follow up through the **** conduct all calls through the *** or follow the other requirements listed in your contract. I will be attaching your contract to this email for your reference.

      However, we would be more than happy to have you move forward with our system. Our marketing team currently does not have access to your ******** ad account. Our partner access may have been removed by ******** or you. Our marketing team can conduct a performance review and offer suggestions to increase your lead quality since they have not been meeting your expectations. We appreciate you taking the time to share your concerns. I have also attached the contract you signed. This outlines our guarantee requirements and further explains our program.

      We highly appreciate your feedback as it will assist us in becoming better at what we do. 

      I am looking forward to hearing from you.
      ***************************** Escalations Team

    • Initial Complaint

      Date:11/10/2022

      Type:Order 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.
      Zale Media promised to run ads on social medias like ******** and Instagram. but my account kept getting flagged because their ads were not compliant with their regulations. Ask to cancel my account but they refused since the refund policy is after 6 month of ad running. issues start arising after less than 2 months. Ask to stop and refund me multiple times but their sales representative ****** threatened to report me to collectors. They were supposed to target legitimate clients but my account received spam reviews from crypto scammers and received the most amount of scam calls. They send message that "lead responded to a message in Zale Media CRM." then I receive the spam call seconds later. They sold false representation of their business and charged to spam only.

      Business Response

      Date: 11/10/2022

       I am part of an escalations team that wants to help you with this issue. We will continue all further communications through this BBB complaint portal to ensure that you feel comfortable. I am really sorry to hear our services did not meet your expectations. '

      When a refund request is submitted, an audit is done to your account against the requirements listed within your agreement that was signed upon purchase. As stated within our agreement, all sales are final, but we do put trust in our system that it does have success. For this reason we have a money back guarantee that includes some requirements. These requirements are to make sure that the system is used to its full potential and you have the best success.
      I am really sorry to hear our services did not meet your expectations. I have looked into your situation. 

      Unfortunately, you do not qualify for a refund because you did not follow all of the guarantee requirements. You have not given our system the ability to help you along the way of a closing or increase your online visibility by 80 percent. We cannot guarantee a closing if you do not complete the guarantee requirements. You signed up 5/1/2021 and cancelled your CRM Voice 6/15/2022. You met with two members of our escalations team that further explained why you do not qualify for a refund. You are outside of our 5 month guarantee timeframe since you signed up in 2021.  I will be attaching your contract to this email for your reference.

      However, we would be more than happy to have you move forward with our system. You mentioned that your ******** ads were flagged at one point. ******** has advanced security measures and policies that are constantly changing which caused your some of your ads to get flagged. The ******** team sometimes makes mistakes and disable ad accounts that are following guidelines and policies. We have been in contact with their team about this and working with them to fix this issue since we are not part of ********. We use ******** as an advertising platform along with multiple other platforms. Our client support team can help provide assistance to you to fix the ******** issue. In regards to your compliance concern, our team can fix your ads if you let us know what you would live to change. 

      We appreciate you taking time to share your concerns.   I have also attached the contract between Zale Media and you. This outlines our guarantee requirements and further explains our program. Please respect our sincerest apology for any inconvenience we may have caused you. We highly appreciate your feedback as it will assist us in becoming better at what we do.

      I am looking forward to hearing from you.
      ***************************** Escalations Team


    • Initial Complaint

      Date:11/03/2022

      Type:Service or Repair 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.
      Create ads for realtors on ******** to gather new leads. After paying upfront comes to find out you have to create your own ads that apply to you. Their ads they supposedly create for you dont apply to our business. We paid a flat fee up front for the creation of the ads. They lied about the service they provide.

      Business Response

      Date: 11/04/2022

       Hey ****,

      I am part of an escalations team that wants to help you with this issue. We will continue all further communications through this BBB complaint portal to ensure that you feel comfortable. I am really sorry to hear our services did not meet your expectations.

      When a refund request is submitted, an audit is done to your account against the requirements listed within your agreement that was signed upon purchase. As stated within our agreement, all sales are final, but we do put trust in our system that it does have success. For this reason we have a money back guarantee that includes some requirements. These requirements are to make sure that the system is used to its full potential and you have the best success.
      I am really sorry to hear our services did not meet your expectations. I have looked into your situation. 

      Unfortunately, you do not qualify for a refund because you did not follow all of the guarantee requirements. You have not given our system the ability to help you along the way of a closing or increase your online visibility by 80 percent. We cannot guarantee a closing if you do not complete the guarantee requirements. 

      - You did not have your ads on for 5 consecutive months, have a minimum recommended ad spend of $1500, you are outside of the guarantee 5 month timeframe and you did not follow the other requirements listed in your contract. You signed up February 1, 2022 so the guarantee timeframe lasted 5 months after signing up. I will be attaching your contract to this email for your reference.

      We only have a one time system payment for our digital property training system that also includes lifetime access to support and our marketing team. Our amazing marketing and client support team are there to help you along the way to a successful closing.

      1. Our client staff are nearby to answer any questions you have and will be your main source of communication.

      2. Our client support are here to help you learn how to use our system and comfort any concern.

      3. Our determine marketing team can work to complete performance reviews for your ads, edits to your survey questions or webpage they create for you, audits on your account, a custom ad fit to your preference, or offer suggestions to increase lead flow or lead quality.

      4. You will also have access to a digital training platform with many videos to help you along the way to a closing. These videos demonstrate lead follow up and advance communication skills with

      However, we would be more than happy to have you move forward with our system. I understand that you did not like the ads we created for you. We can change any word or pictures in the ads that you do not like. We can also help you create a custom ad to fix this issue. For a custom ad, there is a custom ad form request located inside your CRM. Our marketing team will also need an email with the headline you have in mind, ad bodies, images, targeting details (what counties you would like to target), ad spend budget, and instructions on the way you want the ad to look. 

      We appreciate you taking time to share your concerns.   I have also attached the contract between **** Media and you. This outlines our guarantee requirements and further explains our program. Please respect our sincerest apology for any inconvenience we may have caused you. We highly appreciate your feedback as it will assist us in becoming better at what we do.

      I am looking forward to hearing from you.

      Sincerely,
      **********************
      Escalations Team

    • Initial Complaint

      Date:10/29/2022

      Type:Service or Repair 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.
      Let me try to list all of the reasons:1) After 5 months of spending $500/mo on ******** ads to only receive 20% of the lead volume I was promised, of which none were qualified buyers or sellers. When I brought this up to their "escalations" team, I was told that switching to ****** ads and the results would be better. They were not. Even people who set appointments never showed and fell off the face of the earth.2) The dialer within the *** does not function properly at all. It is almost impossible to make an outbound phone call and the text messages are glitchy. I brought this concern to "escalations" and it was minimized. But now I know why. 3) The desktop version of their proprietary *** stopped working around month three. All you get is a 404 error. The mobile app is not much better. Message histories get deleted, screens dont switch properly, and responsiveness is slower than dial-up internet.4) The advertisements they craft for the advertising campaign are fraudulent and the ace team at **** was not even aware of this. When I informed there is no way to buy real estate with 0% down, their solution was simply not to use that particular ad. I guess it is ok for others who might be unaware the advertisement was deceptive to keep using it.5) On all of my requests for assistance with the MULTITUDE of issues with their systems and services, no one ever offered a so-called audit of my account to investigate the issues or claim I was doing something wrong. But on the day I was supposed to meet with an escalations person for the second time to discuss the continued failure of their system, I received an email stating the appointment was cancelled because I was found to be at fault!

      Business Response

      Date: 11/01/2022

       Dear *******,

      I am part of an escalations team that wants to help you with this issue. We will continue all further communications through this BBB complaint portal to ensure that you feel comfortable. I am really sorry to hear our services did not meet your expectations.

      When a refund request is submitted, an audit is done to your account against the requirements listed within your agreement that was signed upon purchase. As stated within our agreement, all sales are final, but we do put trust in our system that it does have success. For this reason we have a money back guarantee that includes some requirements. These requirements are to make sure that the system is used to its full potential and you have the best success.
      I am really sorry to hear our services did not meet your expectations. I have looked into your situation. 

      ****** does have a bit of longer optimization period than ********** 2 week optimization period. ******** period of 2-4 weeks allows the system to work out any kinks and begin to start lead flow after this time. ****** does have a lot higher lead quality with leads wanting to move forward faster with it's search options. It just takes longer. The *** error you are describing was not because of a system error, but because we updated our URL. Our system has been updated recently to provide a better customer experience, and our link has been changed. In order to access your ***; we kindly suggest you use the new URL below:  
      https://app.crmvo.com
      Your login Information would be the same login credentials used to access that system. Our marketing team would also love to help change anything in the ads you did not like. We do ask that you let us know what you would like the words in the ads to be changed to though. 

      Unfortunately, you do not qualify for a refund because you did not follow all of the guarantee requirements. You have not given our system the ability to help you along the way of a closing or increase your online visibility by 80 percent. We cannot guarantee a closing if you do not complete the guarantee requirements. An escalations team member did go over the results of your two audits, but I will put the account audit results below. 

      1. There were a lot of unread messages in your *** from leads.

      2. Communications with leads were also conducted outside of the ***. 

      3. All outbound calls were not made within the ***.

      4. You did not have 100 percent follow up with all leads. 

      5. You did not send at least 3 texts ( not including our automated messages) inside the crm to all clients within a month. 

      6. You are also outside of the 5 month guarantee timeframe. 

      However, we would be more than happy to have you move forward with our system. 

      We can:

      - Complete a performance review to see if any additional edits are needed to be made to your targeting location to offer suggestions with improving your lead flow. ******** targeting audience size can play a role with lead quality and lead flow. We can see your targeting audience size after a performance review and se if additional changes need to be made. Our marketing team does recommend a *******- 1 mil targeting audience size for higher quality leads. We can also discuss adding disqualifires to survey questions to increase lead quality. Our marketing team would love to get you our latest ads and get you moving forward. 

      - Our marketing team can also create a custom ad with your help or change anything in your ads that you do not like. 

      - You can also try a different advertising platform like TikTok or we can help you forward with your ****** account. 

      We appreciate you taking time to share your concerns.   I have also attached the contract between Zale Media and you. This outlines our guarantee requirements and further explains our program. Please respect our sincerest apology for any inconvenience we may have caused you. We highly appreciate your feedback as it will assist us in becoming better at what we do.

      I am looking forward to hearing from you.

      Sincerely,
      **********************
      Escalations Team

      Customer Answer

      Date: 11/02/2022

       
      Complaint: 18332716

      I am rejecting this response because:

      All of the claims asserted by Zale Media are predicated on them providing a *** and dialer tool that are "functional" when in reality nothing is further from the truth.

      We have "unread" messages in the *** because they do not clear when they are opened. To this day I can click on every open message in the app and the notification does not clear. Also, not all responses go out to the client, which results in us needing to use alternate communication methods outside of the platform. And as I previously stated, the desktop version of your *** does not even load, the only option is the quasi-functional app.

      I stand by my belief that **** has offered a money back guarantee on the premises that the faulty technology they provide will make it impossible for anyone to ever exercise their right to it. These concerns have been raised in writing over the course of months and no one from **** attempted to rectify anything other than changing ***********************, which are irrelevant when the rest of the process is broken. 

      I would be happy to upload a copy of every email exchange between myself and **** to reinforce this lack of action to the root causes of my issues.


      Sincerely,

      *************************

      Business Response

      Date: 11/10/2022

      Dear **************, 

      I hope you are doing well. I understand that you are frustrated that you don't qualify for a refund due to not meeting the guarantee requirements. Our CRM system does work. I use our CRM everyday to make calls and texts to clients. I do apologize that not all texts went through. That sounds like a Twilio or wifi is***. Twilio is a third party service within he CRMVoice subscription (texts, emails, calls). We are not part of twilio. You can find out why a text did not go through by hovering over the twilio error message. Sometimes the message does not go through due to the lead giving you a landline phone inside of their cellphone when they file out the survey.

      You can find out more by copying and pasting the twilio error message into ****** and it will give a deeper explanation. 

      To help with any confusion about the unread messages in your CRM; the escalations team was referring to the leads waiting for your response. 

      We would love to help you move forward and show you how to *** our system during a client support zoom meeting. Please let me know if I can further ease your concerns.  I am looking forward to hearing from you.

      Sincerely,
      Harmony ****** Escalations Team

      Customer Answer

      Date: 11/14/2022

       
      Complaint: 18332716

      I am rejecting this response because:

      **** is now assigning blame for the lack of functionality to Twilio, which is the vendor they provide for use of the *** system. I had no choice in which vendor to choose, because if I did there are a million other platforms that actually work.

      Any and all "leads" as you call them were contacted. Appointments were set that no one ever showed up to. Our team followed up with them ad nauseam. Most of them were not even real people. I wonder if your audit showed you how many responses were from people saying they never provided their information, or that they were not the person in question. Do you track how many people immediately responded with a request to stop contacting them?

      As a business owner, if I recommend, nay, require one of my clients to use a 3rd party vendor, you better believe I expect to be held accountable for any lack of delivery on their part. This is just another blatant attempt by Zale Media of not living up to their guarantee and blaming both the client and now their vendor. Pretty soon, the BBB is going to be blamed for their lack of ability to execute on anything they promised.

      I find no surprise that Zale Media does not have a ****** review page or the ability to leave reviews on ********* This is one area I will take the blame for not doing my own due diligence. No reputable company in 2022 has no social presence for reviews except those that do not want the truth to come out.

      There is absolutely no resolution I will accept in regards to this outright fraud of a marketing system beyond a refund. At this point, to save me the time and money (which I will spend on principle) of taking this to small claims court in Westchester County, I would accept a 50% refund. But please do not insult my intelligence again and ask me to spend more money advertising with you when you were unable to deliver a single qualified lead in 6 months. 

      Sincerely,

      *************************

      Business Response

      Date: 11/21/2022

      Dear **************, 

      Good morning. I hope you are doing well.

      My responses are explaining your case and concerns. I am not looking to assign blame. I was only trying to help you move forward and further discuss the points being brought up since you do not qualify for a refund. All decisions for refunds are based on the Escalation Manager's discretion as an audit is completed against the guarantee requirements. You do not qualify for a refund because you did not meet the guarantee requirements. 

      Respectfully, you described a personal concern of twilio not sending some of your text messages to leads. I offered a solution to the issue by suggesting you looking up the error code. I was not attempting to blame anyone. No vendor can be able to send text messages to a landline phone number because landline phones cannot receive texts. We cannot control if a lead provides you with a landline phone number or they type the wrong phone number into the survey. Some people don't have cellphones and only have landlines. 

      You are welcome to come back and move forward, or get things back up and running at any time. Support would be more than happy to help you with this whenever you are ready. However, I understand you do not want to move forward. I can confirm that your CRMVoice subscription was already turned off. 

      We appreciate you taking the time to share your concerns. We highly appreciate your feedback as it will assist us in becoming better at what we do.

      Sincerely,
      Harmony ****** Escalations Team

       

    • Initial Complaint

      Date:10/03/2022

      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.
      Working with Zale Media has been a nightmare experience from the minute I signed up.They took $2500 upfront for a program that was unusable due to them completely mismanaging the ***********************, which ran about one or two weeks in the past 5 months. In these 1-2 weeks I have received only a couple "leads" that are spam advertisers. The ads they run are clearly not researched as the wording does not even comply with GREC requirements. As others have said, this company sells their service as a marketing service but my ads were INSTANTLY blocked on ********* They never followed up, though I have been continually communicating with them to make sure I am checking all the boxes to qualify for the refund guarantee. However, they keep denying me a refund because I haven't been running ads for 5 months (BECAUSE THEY FAIL TO RUN THEM AND ARE CAUSING MY ACCOUNT TO GET BLOCKED) even though I have not received the service I paid for. As stated by others, for the small fraction of time my ads were active, all the leads were all fraudulent. I am requesting a refund for my $2500 payment and I am going to take the ad spend loss as a reminder not to work work this company again.

      Business Response

      Date: 11/08/2022

      Dear *****, 

      I am part of an escalations team that wants to help you with this issue. We will continue all further communications through this BBB complaint portal to ensure that you feel comfortable. I am really sorry to hear our services did not meet your expectations. 

      When a refund request is submitted, an audit is done to your account against the requirements listed within your agreement that was signed upon purchase. As stated within our agreement, all sales are final, but we do put trust in our system that it does have success. For this reason we have a money back guarantee that includes some requirements. These requirements are to make sure that the system is used to its full potential and you have the best success. It was discussed during your escalation meeting with ***** that you do not qualify for a refund because you did not give our system time to produce results. I am really sorry to hear our services did not meet your expectations. I have looked into your situation.

      I do understand that you had ******** issues. I deeply apologize for all your issues with ********. We are not part of ********, but use ******** as an advertising platform. They have changing security measures and make a lot of mistakes disabling accounts. We have been in contact with them about this issue.

      I understand that you have chosen to pursue the dispute of our costs.  I do apologize that you feel this is necessary.  Our team would have been happy to discuss any concerns and attempt to resolve any issues that you were running into.  Unfortunately, if you are not willing to drop the dispute then you have voided your guarantee, you will retain access to the *** and the Ads will remain in your ad account. Additionally, your account will be ineligible for a refund of any kind.

      Unfortunately, you also do not qualify for a refund because you did not follow the guarantee requirements. You have not given our system the ability to help you along the way of a closing or increase your online visibility by 80 percent. We cannot guarantee a closing if you do not complete the guarantee requirements. - You did not have your ads on for 5 months, meet the minimum recommended ad spend requirement, have 100% lead follow up through the ***, you filed a dispute, did not conduct all calls through the *** or follow the other requirements listed in your contract. Your total ******** ad spend was only $229.59 and this does not meet the required $1500 ad spend throughout 5 months of ads running. We created ****** ads for you a month ago. ****** and ******** both have a required 2 week optimization period where they work out the kinks of the system. This is why your lead flow and lead quality expectations were not met. After you lead flow stabilizes; we are able to offer suggestions to increase any concern you may have. ***** did let me know that you were thinking about moving forward with our services after your call with him. Please let me know if we can still help you do this. We can make any changes to your ads to fit with compliance issues. Please let us know what you would like us to change after you drop the active dispute. 

      We appreciate you taking time to share your concerns. I have also attached the contract between Zale Media and you. This outlines our guarantee requirements and further explains our program. Please respect our sincerest apology for any inconvenience we may have caused you. We highly appreciate your feedback as it will assist us in becoming better at what we do.

      I am looking forward to hearing from you.

      Sincerely,
      Escalations Team

      Customer Answer

      Date: 11/08/2022

       
      Complaint: 18161106

      Hello, 

      You are incorrect on several points. First of all, I did reach out to your support team numerous times about this issue and never received a satisfactory response. Secondly, you are claiming that the ******** issue is not that they "make a lot of mistakes disabling accounts" as you can see from the screenshot attached showing my communication with them. Zale Media ACTUALLY violated the ******** rules. So how can you claim that I haven't fulfilled my end of the guarantee if you haven't done what you promised to do for me? You make it actually impossible for your clients to qualify for a refund because your service is so flawed. 

      I appreciate that you continue to refer to the contract and the guarantee but the contract clearly states that **** will provide a specific service that it has absolutely not provided. 

      If you offer a refund for the service, I will absolutely close the dispute. 

      Best, 

      *********************

      Business Response

      Date: 11/10/2022

      Dear *****,

      I hope you are doing well. I do apologize that you are frustrated with the advertising platform issues. 

      The ******** team does make mistakes. The ******** team sometimes disables ad accounts that do not have ads in their accounts yet, their ******** page has a particular word they do not like - for example, "realtor", or at random. We have been in contact with their team about this and working with them to fix this issue since we are not part of ********.

      We use ******** as an advertising platform along with multiple other platforms. Our different departments have together; client support, marketing, billing, escalations department offered you services. Our platform does include digital and intellectual property with training videos in your CRM. 

      Our team would have been happy to discuss any concerns and attempt to resolve any issues that you were running into. You do not qualify for a refund, but we would love to help you move forward in the future. 

      Sincerely,
      **********************
      Escalations Team

    • Initial Complaint

      Date:10/01/2022

      Type:Service or Repair Issues
      Status:
      Unresolved
      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.
      Working with **** Media has been a nightmare experience from the minute I signed up. They took $2500 upfront for a program that was unusable due to them completely mismanaging the ***********************, which ran about one or two weeks in the past 5 months. In these 1-2 weeks I have received only a couple "leads" that are spam advertisers. The ads they run are clearly not researched as the wording does not even comply with GREC requirements. As others have said, this company sells their service as a marketing service but my ads were INSTANTLY blocked on ********* They never followed up, though I have been continually communicating with them to make sure I am checking all the boxes to qualify for the refund guarantee. However, they keep denying me a refund because I haven't been running ads for 5 months (BECAUSE THEY FAIL TO RUN THEM AND ARE CAUSING MY ACCOUNT TO GET BLOCKED) even though I have not received the service I paid for. As stated by others, for the small fraction of time my ads were active, all the leads were all fraudulent. I am requesting a refund for my $2500 payment and I am going to take the ad spend loss as a reminder not to work work this company again.

      Business Response

      Date: 10/06/2022

      Hey *****,

      This is ********* with **** Media's Escalations Team. We will continue all further communications through this BBB complaint portal to ensure that you feel comfortable. I am really sorry to hear our services did not meet your expectations. 

       When a refund request is submitted, an audit is done to your account against the requirements listed within your agreement that was signed upon purchase. As stated within our agreement, all sales are final, but we do put trust in our system that it does have success. For this reason we have a money back guarantee that includes some requirements. These requirements are to make sure that the system is used to its full potential and you have the best success. It was discussed during your meeting with ***** that you do not qualify for a refund because you did not give our system time to produce results.

      I am really sorry to hear our services did not meet your expectations. I have looked into your situation. I do understand that you had ******** issues. I deeply apologize for all your issues with ********. We are not part of ********, but use ******** as an advertising platform. They have changing security measures and make a lot of mistakes disabling accounts. We have been in contact with them about this issue. 

      Unfortunately, you do not qualify for a refund because you did not follow the guarantee requirements. You have not given our system the ability to help you along the way of a closing or increase your online visibility by 80 percent. We cannot guarantee a closing if you do not complete the guarantee requirements. 

      - You did not have your ads on for 5 months, meet the minimum recommended ad spend requirement, have 100% lead follow up through the **** conduct all calls through the *** or follow the other requirements listed in your contract.

      Your total ******** ad spend was only $229.59 and this does not meet the required $1500 ad spend throughout 5 months of ads running. We created ****** ads for you a month ago. ****** and ******** both have a required 2 week optimization period where they work out the kinks of the system. This is why your lead flow and lead quality expectations were not met. After you lead flow stabilizes; we are able to offer suggestions to increase any concern you may have. 

      ***** did let me know that you were thinking about moving forward with our services after your call with him. Please let me know if we can still help you do this. 

      We appreciate you taking time to share your concerns.  I have also attached the contract between **** Media and you. This outlines our guarantee requirements and further explains our program. Please respect our sincerest apology for any inconvenience we may have caused you. We highly appreciate your feedback as it will assist us in becoming better at what we do. 

      I am looking forward to hearing from you.

      Sincerely,
      *********
      **** Media
      Escalations Team


      Customer Answer

      Date: 10/11/2022

       
      Complaint: 18154067

      I am rejecting this response because the business has not provided the service promised and is making it impossible for the guarantee terms to be met.  

      Sincerely,

      *********************

      Business Response

      Date: 10/12/2022

      Hey *****, 

      This is ********* with **** Media's Escalations Team. I understand that you are upset that you do not qualify for a refund. However, you have not successfully completed the 14 guarantee requirements. Every guarantee has requirements.I have attached your legal contract to this attachment. Our lifetime system and services includes access to intellectual property and digital system. Our guarantee requirements are listed on your contact, on our website and discussed during onboarding. 

      Respectfully, your ads have not been on long enough to see the full potential our system has. You first concern mentioned compliance issues. We would be more than happy to make any edits to any compliance issue if you let us know what they are. Our client support and escalations team has been following up with you. I am sorry if they there follow up did not meet your expectations. You also mentioned that you didn't like your website. Our marketing team can also make edits to this if you let us know. 

      Our client support sent you launch email for your ****** ads and then followed up again. I have attached the email to this as well. Your ****** ads are good to go for moving forward. We have been helping along the way with the ******** issues that have arisen. We also created your ****** ads. Your ****** ad account just needs a payment method added so you can turn them on. ****** has a high lead quality and these leads tend to be more serious or want to move forward quicker than ******** leads. We are still more than happy to help you along the way to a closing. 

      Please let me know if I can help you move forward or ease your concerns. I don't want you to regret giving up before you had a chance to have a closing.

      Sincerely,
      *********
      **** Media
      Escalations Team

      Customer Answer

      Date: 10/14/2022

       
      Complaint: 18154067

      I am rejecting this response because:

      While they are exercising their guarantee full of unobtainable requirements, they are disregarding the fact that **** has NOT provided the promised service. The contract clearly states their responsibility to deliver an effective product and they have failed to deliver on many point. Additionally, while they state in their response that many ad accounts get arbitrarily blocked, as you can see from the attached email, they have managed to get my ******** ad account permanently blocked. What was once a great source of clients for my business is now unusable because of their ads that did not comply to ********s guidelines. Shouldnt a marketing agency know how to create ads that comply with guidelines at the very least? 

      Sincerely,

      *********************

    • Initial Complaint

      Date:09/29/2022

      Type:Order 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.
      I signed up with Zale Media in September of 2022 to receive real estate leads. I became concerned during implementation and when I did some research I was very uncomfortable with what I had found. The business did not exist on Trust Pilot, BBB gave it an F rating, and the only reviews that I found were horror stories or clearly fake.I expressed my desire to cancel implementation within a week of signing up and I was told that this was a non-refundable transaction. What a disappointing way to find out that my concerns were valid. I strongly urge anyone reading this to avoid this company!

      Business Response

      Date: 11/08/2022

      Dear *****, 

      I am part of an escalations team that wants to help you with this issue. We will continue all further communications through this BBB complaint portal to ensure that you feel comfortable. I am really sorry to hear our services did not meet your expectations.

      I appreciate that we were able to conduct communications outside of this bbb complaint portal since I did not have access until now.

      I sincerely apologize that there was a delay in communication within the BBB portal. I have been trying to access this portal for a very long time in order to respond to any BBB complaints. The BBB did not let us know that a complaint was lodged against us and we found this page on our own. However, I was not able to access login credentials for this complaint portal until recently. I tried to call and email their services many times, but it has taken a long time. I am not able to see an individual's name unless I am inside the BBB complaint portal. Thank you for your patience and understanding.

      Please let me know if I can help you move forward in the future after you drop the active dispute. 

      Sincerely,
      **********************
      Escalations Team

      Customer Answer

      Date: 11/08/2022

       
      Complaint: 18147469

      I am rejecting this response because:

      Their online reputation is terrible. Based on this, I wish to cancel my agreement with this organization.  
      they would have none of it. They kept my money and insisted that in order for me to utilize their service, it would require $500 per month in digital advertising.

      Given that I was uncomfortable with the investment I had already made, I am unwilling to move forward with this company.

      I will settle for learning a tough ******* And I will make sure that everyone knows not to deal with Zale media!

      Sincerely,

      ***********************

      Business Response

      Date: 11/10/2022

      Hey *****, 

      I hope you are doing well.

      I understand your frustrations. I read your response. I do want to let you know that you are not forced to use our system or advertise on any social media platform if you do not want to.

      We have discussed that you do not qualify for a refund based on not meeting any of the guarantee requirements through email communications.  You will retain access to your CRM/ Digital property training videos and system. 

      Please let us know if you do change your mind and want to move forward at a later time. 

      Sincerely, 

      ********************

      Escalations Team 

      Customer Answer

      Date: 11/14/2022

       
      Complaint: 18147469

      I am rejecting this response because:

      they did nothing for me. I signed up and upon further research, I found several complaints of credit card fraud.

      I also found several positive reviews that appeared to be fake.  Overly positive, non-specific, and syntax errors consistent with non-native English speakers.

      I sent them a cancellation request before they did any work for me. I find it unacceptable that there is no compromise and they are just keeping my money! I will not accept any result that doesnt involve be receiving a refund.


      Sincerely,

      ***********************

      Business Response

      Date: 11/15/2022

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

      I hope you are doing well.

      I understand that you do not want to move forward with our system. However, I will continue to comfort your concerns. 

      Services have been rendered after the contract was signed. I have attached 2 policies within the legally binding contract you signed that can help further explain our policies. Your CRM was created for you and login information was also sent to you in an email from our client support team. I have attached a screenshot of this login information to my response.

      Our system includes digital and intellectual property so all sales are final. Our CRM is different than other CRMS since it includes a training portal. All of our guarantee requirements must be followed in order to qualify for a refund. Unfortunately, you have not completed any of our guarantee requirements. You do not qualify for a refund due to not meeting these requirements. I have attached your contract to this response for your convenience. 

      In regards to your social media concern, everyone has an opinion about everything in the world. Our team is amazing and we all try our best to help everyone that emails in. Unfortunately, we can't help those who don't personally tell us their concerns. I understand you're a very professional client, but we do not have grammar expectations for positive reviews. Our employees are solely dedicated to helping our clients and offering many beneficial services like: check in meetings, helping with questions, completing ad performance reviews, and custom ad requests so they do not have time to create reviews. 

      We would love to help you move forward at a later time and help you be successful. 

      Sincerely,
      **********************
      Escalations Team

       

    • Initial Complaint

      Date:09/27/2022

      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.
      May 5,2022 **** Marketing charged $2400, the fee should have been $1895. They made the adjustment to my Credit card. They were to have the marketing going 2 weeks later. A month later they said they were confused due to a duel company commitment to market together. Another week later I had lost confidence in their ability and canceled the service . They had not started their services for me and I wanted out. After multiple emails requesting cancelation, they said a cancelation/ refund form would have to be submitted. It was submitted by the 3rd week in June. They then suggested **** needed 3 weeks too review the claim. By mid July **** said they couldn't refund. I lost the summer season to market my services. I would like a refund and to be able to move on . Please advise.

      Business Response

      Date: 11/01/2022

      Dear ******** and *******, 
       I am part of an escalations team that wants to help you with this issue. We will continue all further communications through this BBB complaint portal to ensure that you feel comfortable. I am really sorry to hear our services did not meet your expectations. I am going to be addressing both of you in my two replies since you both filed a separate complaint for the one account. I appreciate your patience and understanding. 
      When a refund request is submitted, an audit is done to your account against the requirements listed within your agreement that was signed upon purchase. As stated within our agreement, all sales are final, but we do put trust in our system that it does have success. For this reason we have a money back guarantee that includes some requirements. These requirements are to make sure that the system is used to its full potential and you have the best success! I have posted a link with these requirements below and they are also located within your agreement signed upon purchase. All of the guarantee requirements can be found in your contract, on our website, and are discussed during onboarding.
      Guarantee-Media

      Unfortunately, you do not qualify for a refund because you did not follow the guarantee requirements. You have not given our system the ability to help you along the way of a closing or increase your online visibility by 80 percent. We cannot guarantee a closing if you do not complete the guarantee requirements. Your ads were never on and you did not fill out the onboarding form. 
      - You did not have your ads on for 5 months, have a minimum recommended ad spend of $1500, have 100% lead follow up through the **** conduct all calls through the *** or follow the other requirements listed in your contract. I will be attaching your contract to this email for your reference.

      However, we would be more than happy to have you move forward with our system. 
      - Our marketing team can get you our most updated ads once you complete the onboarding form. 
      - We have upgraded our client support to also have phone support. We can help you move forward on a client support zoom as well. 
      We appreciate you taking time to share your concerns.   I have also attached the contract between Zale Media and you. This outlines our guarantee requirements and further explains our program. Please respect our sincerest apology for any inconvenience we may have caused you. We highly appreciate your feedback as it will assist us in becoming better at what we do.
      I am looking forward to hearing from you.

      Sincerely,
      **********************
      Escalations Team

    Zale Media LLC is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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