Complaints

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

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  Zale Media LLC

  8350 NW 52nd Ter STE 301 Miami, FL 33166-7708

• 

  Zale Media LLC

  3940 NW 79th Ave Apt 718 Doral, FL 33166-6687

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/27/2022

  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.

  Zale Media is a provider of *********** leads a service offered to *********** agents.I subscribed to their service and paid them a lifetime payment of $ ******** within a few weeks I was not happy with the leads that I was receiving and notified them. after trying to resolve the dispute I escalated the complaint to a supervisor and was promptly locked out of my account and never received the leads that I was supposed to receive forever.I tried to resolve the issue by getting my bank involved but it never went anywhere.

  Business Response

  Date: 11/01/2022

   Dear ****,

  I am part of an escalations team that wants to help you with this issue.  I am really sorry to hear our services did not meet your expectations. 

  We appreciate you taking time to share your concerns. I am going to direct someone from our escalations team to reach out to you to provide more assistance to your account since you have not met or talked with out escalations team yet. We did not know you were having issues with your account until seeing this. 

  I am really sorry to hear our services did not meet your expectations. Please respect our sincerest apology for any inconvenience we may have caused you.

  We value and appreciate you as a client. We understand how critical we are in the role of supporting you. 
  I wanted to reach out and find all of your personal concerns so that I can better assist you. I want to help you.
  
  In the meantime, we will be taking a closer look into your account concerns that were already described and completing an audit. 
  
  I am looking forward to hearing from you.

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

  
  

• Initial Complaint

  Date:09/23/2022

  Type:Product 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.

  In March of 2022 we gave over **** dollars to Zale media to set up advertising. We received one phone call a week or two later that told to us would be a set up call , only to be told they were training a new employee and someone would call us back. We never got a call back! We emailed and called asking for someone to go over whats happening, at this time **** had complete access to my FB business page for ads(which never ran nor were we allowed to see anything they were doing) which they routed ALL my messages to go to their CRM which we still werent given access to! After many many attempts to retrieve our money through their money back Guarantee we were met with a email that stated they WOULD NOT honor their commitment because they had accessed our social NOT addressing that there was no one from their team that taught us how to do anything nor did we get logins to ANYTHING ! Its definitely a bait and switch situation where they drag out the payback until youre out of the window to receive . ALSO they will move your zoom meetings to days you didnt choose in this process to where you have to reschedule! HUGE gaslighting techniques by this company and I am STILL waiting for a refund !!!

  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.
  I am really sorry to hear our services did not meet your expectations. I have looked into your situation. 

  You signed up for our services January 25, 2022. You fully onboarded February 1, 2022. Your launch email was sent to you from our marketing team with your completed ads on February 10, 2022. The launch email from our market team shows you the completed ads and asks if you would like us to make any changes or if you need help turning your ads on. You did not respond to the launch email until June. We did not hear back from you in regard to what campaign and ad budget you would like to set. 
  
  We are not able to turn your ads on without this information. I attached a screenshot of your launch email to this portal response. In regards to the meeting issues, you canceled multiple times with our escalations team appointments. Respectfully, we followed up multiple times and would leave voicemails. I do apologize that we were not able to reach you. We followed up through email since there was a lot of scheduling issues. 

  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 would love to help you move forward and get you our latest ads. 

  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,
  Harmony ************ Escalations Team
  
  

  
  

• Initial Complaint

  Date:09/22/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Myself and a work partner signed up with Zale media for a service. It was for real estate leads. We complied with everything they asked for. They never set up our account correctly we reached out to them many times over the couse of two months and they never responded after they took our money they never did what they were supposed to and then they only reponded once we stated we were cancelling we made every effort to contact them to try and rectify the issue and get our marketing going for the money we paid. Finally they responded stating that we needed to file a complaint form for a refund. We did that several times just for them to basically say that yes it was their error and they set up our account correctly and they didnt respond because they work remotley. And that they wouldnt give us a refund even though they never did anything they were supposed to and never responded or helped us. This company basically stole our $1800.00 and never provided the service they were supposed to. My business partner is also filling out a claim his name is ***************************** and he personally paid the $1800.00 out of his own funds we have tried every ****** to get this sorted to no avail. We feel totally taken advantage of

  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

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18116283
  
  I am rejecting this response because:

  I undertand what the contract states. However, your company never did what it stated on your agreement. In fact we attempted to get in touch with you for 2 months to try and get this to be finalized and set up. It wasnt until we stated we were cancelling that anyone responded. The response we received was that you guys messed up on our account set up. Then you stated that we werent eligible for a refund because we didnt move forwrad with ads. After your company failed to provide the service you stated you would, and ignored our requests, basically stealing money, we are supposed to move forward with your company thus paying more money out of pocket for ads through you to manage before we can cancel? We do not trust your company, and your company never finlaized our account or finished setting anything up so your company did not fulfill the contract, and it should be voided. Your company admitted fault that you had set us up incorrectly. We do not trust your company that took money for services and then would not respond to our calls and emails or help us until we stated we wanted to cancel. This is a fraudulent outfit.
  
  *****************************************************

• Initial Complaint

  Date:09/21/2022

  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.

  **** Media out of ******* took my initial cost of $1850 and never acted on what they sold themselves to be. They touted themselves as a marketing company yet they could never get my ads to run for real estate in *************. I spent more time on Zoom calls with their support staff trying to figure out why ads wouldn't work to no avail. When then trying to recoup my costs they refuse to refund. My site was live for 10 out of over 80 days and the 10 days it was live the leads were all fraudulent. I have filed with the ************* ************************* on them ... all I am asking for is my money back $1850 which they say they provide a money back guarantee.

  Business Response

  Date: 09/22/2022

  Hi ***,

  This is ********* with **** Media's Escalations Team. 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 follow the guarantee requirements. 
  
  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 the guarantee requirements. 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, watch the 2 required training videos or follow the other requirements listed in your contract. The requirements are also listed on our website and discussed during onboarding. 

  However, I did see that you had some issues with ******** and you have been working closely with our support team to resolve ********'s mistake. Your ******** ad account was disabled due to ********'s advanced security measures. The ******** does make mistakes, but we have the resources to help fix this issue. We are not part of ********, but use ******** as an advertising platform. I do apologize for this inconvenience and your unhappy experience. Our team would like to help you get your account back up and running if you would like to move forward. We can also help you move forward with other advertising platforms like ****** or TikTok. We have a lot of clients having many high quality and serious leads from ******. 

  I understand and apologize that you had some issues with your ******** ad account.

  Our team can offer you your full system payment refund due to your un-satisfied experience. This system refund will be extended to you even though you did not follow the guarantee requirements because we value and appreciate you. We simply ask that you agree to take down the BBB and the Attorney General complaints.

   Our billing department will be able to process the system refund of $1,897 once you send attachments/ screenshots of all complaints taken down. 

  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: 09/23/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will be satisfactory to my liking. 
  
  I want to make sure that I have received the funds credited back to my account.  As soon as I have that returned to my account I will contact the MA Attorney General and ask that BBB remove my comments.

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

  Customer Answer

  Date: 09/27/2022

   
  Complaint: 18059289
  
  I am rejecting this response because:  Still havent received refund from **** Media yet. 
  
  

  *********************** - REALTOR?

  EXIT CAPE REALTY

  Phone or Text: **************

  Offices in ********, Cotuit & ********

  Website: www.don.exitcaperealty.com

  Email: **********************

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

  Business Response

  Date: 09/29/2022

  Hey Don, 

  I know we spoke on the phone and have sent emails not through the BBB portal since this reply was sent; but the refund request was sent to our billing department 9/28.

  Your full system payment of $1,897 will appear in your account within 7- 10 business days depending on the bank associated with your card. I am really sorry to hear our services did not meet your expectations.

  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. 

  Thank you for your patience and cooperation. 

  Sincerely, 

  *********

  **** Media
  Escalations Team

  Customer Answer

  Date: 09/29/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

   

  To whom it may concern - Please remove my claim against ** Media (**** Media) since I have gone into agreement with them for the full refund of my original cost of $1897.00. 

  
  

  Any questions feel free to call/email me back to the numbers provided below.

  
  

  Kind Regards,
  

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

  129 ********************

  Cotuit, ** 02635

  Phone: **************

• Initial Complaint

  Date:09/18/2022

  Type:Service or Repair 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.

  In its social media advertising, as well as during initial discussions, ZaleMedia and its representatives claim that a minimum number of high-quality - active, responsive - leads, provided to its clients per month. Pro-active, ongoing support is inferred ("we're here for you"), as well as a guarantee: try the program for 5 (five) months; if it fails to meet expectations, you may cancel, receive a refund in full - "no questions asked" - and keep the downloaded system (including training videos and periphera). After signing on (2/21/22), I was told that the program was, in fact, "done with you" - in conversation with ****, in fact, I was told "you're on your own" - despite being a new Client (and finding navigation of "the system" and its contents to be sprawling, labyrinthine, and confusing) - and that there was a minimum monthly ******** ad spend requirement. I did set up FB ads with **** (the first of which ran for about 60 days; the second and third of which ran for 4 months). The results from both were very low, even at the outset, and continued to be extremely weak. One aggressive so-called "lead" - e-mail, text, phone calls, which continued for a week - came from someone offering "virtual assistant" services. Another was an elaborate piece of spam - for an investment opportunity - posted on ****** as a "review" of me, as a Realtor (ZaleMedia promptly notified me of this "review"). Between the bogus contact info, the low response rate(s), and the spam, my involvement with Zale Media has become more of a liability - not only in terms of both initial and ongoing expense, but also in terms of time and risk - than an asset. After following ****** lengthy and complex cancellation request instructions, I was told (by phone call) that my request "could not be approved". A follow-up support call was promised, but never materialized; since then, my access to ZaleMedia's website, and the *** system database containing my "leads", has been blocked. I want my $2497 back.

  Business Response

  Date: 11/01/2022

  Hey ****,

  I hope you are doing well. I am part of a 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. We do not actively monitor your Ad or *** 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 to success.

  In regards toot being able to access your ***; I do apologize for this inconvenience. Our system has been updated to provide a better experience to you our customer and our link has been changed. In order to access into your ***; we kindly suggest you use the new URL below:  
  https://app.crmvo.com/

  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. An escalations team member met with you July 25th to discuss how you do not qualify for a refund due to not meeting the guarantee requirements. 
  
  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, have a minimum recommended ad spend of $1500, have 100% lead follow up through the **** you did not 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. Your ads were only on for 3 months. 

  However, we would be more than happy to help you move forward with Google. I would love to have our marketing team complete a performance review to offer suggestions with improving your lead quality. ******** 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 your survey questions to increase lead quality. Our marketing team would love to get you our latest ads and get you moving forward. 

  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.

  Would you like us to turn off your ***Voice subscription? This allows communication leads within the ***. We do not turn this off without your permission. 

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

  
  

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18042607
  
  I am rejecting this response because:

  There was no directive, written or otherwise - as cited in ****** email response to my complaint(s) - from the outset, regarding a $1500 per month minimum ****** (or ********* ad spend; a requirement that 100% of all communications - calls, text, and emails - with leads or prospects be conducted through the **** my ads through **** were active for 4 months (not 3) from April to August; the resulting number of leads resulting from ads created and mounted via ****, as a result working with ****, was not even remotely near the volume promoted - explicitly - by ****, prior to and at the time that I signed up with ****. Zale Media did not deliver what they had promised. Worse, once I had formally complained, my direct access to Zale Media was disabled (and for several months, from August 2022 onward). Only now, that I have directed my bank to stop honoring ongoing auto-drafts by Zale Media against my account, do I received a (much-belated) response from ****, in a conciliatory tone (and acknowledging the inaccessibilty of the *** over the past couple of months, with an entirely new URL), offering to pro-actively assist me towards making Zale Media, its ***, and my account actually work productively on my behalf. I have received such promises from Zale Media previously - increasingly, with zero follow-through on Zale Media's part. I am very tired of being strung-along by Zale Media.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/08/2022

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

  I sincerely apologize that there has been a delay in communication. 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. 

  Your access to the *** only has to do with us updating our *** URL and not any complaints you created. My last response was to offer you solutions since you do not qualify for a refund. I was pretty sure that you just needed our new *** URL because of what you were describing. However, I did not know you were having issues with your *** until you mentioned you were having *** issues. We updated our *** URL for all of our clients in order for the *** to run smoother. We could've assisted you a lot faster if you emailed support about the *** login issue. I wasn't able to assist you on the *** login issue until I had full access to this BBB portal and was able to see your name. 

  I was a little confused with the wording of your last response. I do apologize. All of our guarantee requirements are located in the contract that was signed and on our website. We also do not promise a set number of leads. Our sales people will provide you with our client's average number of leads. We do not actively monitor your Ad or *** account so we do ask that you let support know if you have any problems with lead flow or lead quality. We would be more than happy to assist you along the way to success. Our marketing team can get you our latests ads and change the way they operate by changing the conversion ads to lead form ads.

  Your lifetime system is fully paid off. Would you like me to turn off you ***Voice subscription? This subscription allows communication to leads (emails, calls, texts). We do not turn this off without your permission. Turning this off will no longer allow you to contact leads through the *** (texts, calls, emails). Please just let me know and I would be more than happy to turn this off for you. 

  Please let me know if I can help you move forward. We value and appreciate you.

  I am looking forward to hearing from you.

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

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18042607
  
  I am rejecting this response because: my level of trust with Zale Media, and its representatives - based upon my own experiences with Zale Media, their lack of communication, lack of responsiveness, lack of follow-up, constant stream of excuses, and mis-representation of what they were (and were not) providing to their paying customers - is, at this point, worse than none. I have taken it upon myself, through my bank, to stop their CRMVoice auto-debits (which continued to take place even while I had no access to their system, including their CRM), although I am aware that they changed the identity on their auto-draft, and attempted to process two more yesterday (Monday, November 7). As far as I am concerned, I am done with Zale Media.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/10/2022

  Hi ****,

  I sincerely apologize that you do not want to move forward with our system. We value and appreciate you as a client. We understand how critical we are in the role of supporting you. 
  

  In regards to your CRMVoice subscription concern, we do not turn off the subscription without your permission. This subscription allows communication to leads (texts, emails, calls). Turning this off without your permission; would not allow our clients to reach out to their leads and would escalate issues. I have asked our billing department to turn off your subscription since you have let me know you want this off in your response. I appreciate you letting me know. There will be no more CRMVoice subscription charges for your account. 
  

  You will retain lifetime access to your CRM/ digital platform, 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 Gogle. You are a valued customer and we are here if you ever need support.  

  Sincerely, 

  Harmony W.

  Escalations Team

  Customer Answer

  Date: 11/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair 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.

  **** Media has not provided the lead service that was promised because ******** restricted the advertising account. Furthermore, the ads that they were trying to place were out of compliance due to the deceptive nature by offering rates that were not available. I requested a refund due to no service being provided and I was denied as he said I am in a contract. I told him they are in breach of contract due to nonpreformance and still did not issue a refund

  Business Response

  Date: 08/16/2022

  Hi Kareem, 

  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 escalations meeting why you do not qualify for a refund. You did not follow all of the guarantee requirements. 
  
  I am really sorry to hear our services did not meet your expectations. I have looked into your situation. Our marketing team was working with your account to update your ads to meet compliance issues but you shortly asked for a refund request within a few days. They were not able to update your ads due to this request since it was then escalated. You met with a member of our escalations team and he denied you a refund due to not meeting our guarantee requirements.

  You did not have your ads running for 5 consecutive months, you did not met the required recommended ad spend, you did not complete all communications through the **** or watch the 2 required training videos. 

  We let you know that your ******** ad account had become disabled due to ********** enhanced security measures. We are not a part of ******** but create ******** ads for your business ad manager. We do not have access to your ******** ad manager if your ******** ad manager had become disabled. We are able to provide you steps to put your account in review though. Our client support team helped you through this process on a zoom call prior to your escalations meeting. 

   The steps are below if you still need them.

   ******** Appeal Process

  Sometimes ******** will ask to confirm your identity and sometimes they wont; Its usually random.
  Assuming they dont need to confirm your identity:
  1. Go to your Ads Manager
  2. Once you do that there should be a pop-up that says your ad account has been disabled; click see details on the pop-up.
  3. On the right hand side there should be a blue box button; click this to request a review.
  4. After that it may ask you why you want to appeal; select "I don't know why my ads were disabled" and click submit
  **If they need ID confirmation, youll just need to follow the prompts of adding in your information and taking a picture of your ID/drivers license.**

  ...

  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