Complaints

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

• Initial Complaint

  Date:04/28/2025

  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.

  The program was advertised as an interactive, high-value coaching experience, including extensive marketing resources, strategy templates, and live coaching. However, once enrolled, I discovered that the coaching primarily consisted of hours of prerecorded videos that I was expected to study independentlysomething that was never disclosed upfront. This is a material omission, as I would not have enrolled had I known the primary instruction would be *********** addition, the live sessions turned out to be weekly open Q&A calls, varying in time and scheduled without participant input. This made it difficult to attend and even harder to benefit from. These calls lacked structure, personalization, or any real educational depth. The inflexible format and limited access created barriers to learning, rather than the supportive experience I was led to ********* experience began with a $500 summit, marketed as an introduction to paid ads. When that failed to teach the basics, I was encouraged to enroll in the full program. This progression from the summit to the expensive coursewith the promise that this time I would learn what I neededfeels like a bait and switch.I reached out directly to the merchant to request a refund due to the unmet expectations and failure to deliver the agreed-upon services. My request was dismissed, and I was told I could restart the 8-week Q&A calls. This is not a reasonable resolution.I have made a sincere effort to participate and follow the steps provided, but the experience has been deeply frustrating, stressful, and has not provided the tools or knowledge promised. This is a material misrepresentation, omission of key facts, and the misleading nature of the marketing and course structure.

  Business Response

  Date: 05/14/2025

  
  To The Better Business Bureau, 
  
  Thank you for the opportunity to respond to the complaint submitted by a client regarding the Paid Ads Playbook training program.
  
  We are genuinely sorry to hear that the client is dissatisfied with their experience. However, we would like to clarify the nature of the program, what was purchased, and the support we have offered in good faith.
  
  On January 23, 2025, the client purchased the Paid Ads Playbook for $6,997. This program includes the following:
  
  - Instant access to our on-demand training course hosted in the clients library 
  - One printed workbook to accompany the course
  - Eight weeks of live group coaching calls held via Zoom
  
  The course format was clearly described on the sales page (************************************) prior to purchase as an on-demand digital course, and the live group coaching calls were outlined as weekly sessions hosted on **** to answer any advertising questions and provide personalized support. This structure is consistent with industry standards for group coaching programs and was fully disclosed before the purchase. 
  
  We have had 300+ clients complete the program and see success in their business as a result of watching 100% of the training modules, implementing the tools and strategies inside of the Paid Ads Playbook and participating in the weekly coaching calls for support.
  
  Additionally, our terms and conditions (************************************), which the client agreed to upon purchase, clearly state that due to the digital nature and instant access to the course materials, we do not offer refunds. This is standard policy for digital education products to protect the intellectual property and integrity of the program.
  
  Despite the clients concerns, we have made multiple efforts to support her:
  
  - We offered to restart her 8 weeks of coaching to give her more time and opportunity to attend live callsan offer she declined.
  - We provided custom guidance on which modules to watch next to support her goals and answer any questions about the structure of the training course. 
  - We reminded her that she still has access to the course for one year and access to the coaching call calendar, so she may continue learning and receiving support at her convenience.
  
  At the time of this response on May 14, 2025, the client has only completed 28% of the training modules (see photo attached) and has yet to attend any of the scheduled live coaching calls. These calls are designed specifically to address individual questions and provide tailored supportresources she has chosen not to utilize.
  
  Given that:
  
  - The program was delivered as described,
  - All terms were agreed upon at the time of purchase,
  - Additional support and accommodations have been offered,
  - And the client has not meaningfully participated in the program or utilized the resources available to her,
  
  We do not believe a refund is warranted. That said, we remain committed to supporting the client within the scope of the original agreement and continue to encourage her to engage with the course materials and coaching calls available to her.
  
  Thank you for your attention to this matter. Please let us know if you require any additional documentation or clarification.
  
  Sincerely,
  
  ****** *****
  The Digital Marketing Academy, LLC
  *********************************** 
  
  

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23250690
  
  I am rejecting this response because: 
  I am seeking a full refund of $6,997 due to false advertising, misrepresentation of services, and deceptive business practices. This program was marketed as being worth  $75,000, which led me to believe I was investing in a premium, high-touch educational experience. At that price pointcomparable to college top-notch tuitionyou can imagine my shock and disappointment at receiving pre-recorded, low-quality videos that resembled free ******* content, along with group Q&A calls where the time changed weekly based solely on what ****** assigned.This is a classic case of bait and switch 

  
  I truly hope this can be resolved by the full refund rather than having to consider other options. 

  
  Below is my point-by-point rebuttal:
  1. CLAIM: The course was clearly described as an on-demand digital course with weekly Zoom coaching sessions.
  REBUTTAL:
  The sales materials for the Paid Ads Playbook repeatedly emphasized direct, personal coaching and strategic support, which strongly implied a live, customized experience, not a library of generic pre-recorded content. This is material misrepresentation, as the coaching aspect was central to my decision to enroll.
  Under FTC rules, this falls under bait-and-switch advertising, where a consumer is lured by one promise (personal mentorship) and receives something else entirely (a passive course).
  False advertising claim: Nowhere in the sales process was it clearly disclosed that the majority of the content was passive and self-guided. The live coaching was not actual instruction but simply loosely structured Q&A sessions.
  2. CLAIM: 300+ clients have seen success with the program.
  REBUTTAL:
  This is irrelevant to my complaint. The question isnt whether some clients found valuethe issue is whether I was told the truth about what I was purchasing. Using testimonials without disclosing typical results or satisfaction rates is a deceptive marketing practice.
  FTC requirement: Claims of success must be truthful, not misleading, and include disclaimers if results are not typical. Ashleys advertising failed to do that.
  3. CLAIM: I was offered to restart the 8 weeks of coaching, which I declined.
  REBUTTAL:
  I had already seen that the course structure didnt match what was promised. Offering more of the same misrepresented service isnt a solution. I declinednot because I wasnt interestedbut because the program wasnt what I signed up for.
  4. CLAIM: I only completed 28% of the course and never attended a live call.
  REBUTTAL:
  In fact, my daughter did attend a live call on our behalf, and she was immediately confused. The session was just a drop-in Q&A, not a structured or instructional call. She also found the session time changed from week to week, entirely dependent on Ashleys schedulemaking it even harder to engage and attend.
  FTC principle: A consumer is not obligated to keep using a product once they recognize theyve been misled. Lack of engagement does not cancel out a claim of deception.
  5. CLAIM: Refunds are not offered due to the digital nature of the course.
  REBUTTAL:
  This does not excuse deceptive or unfair practices. The refund policy was not clearly disclosed before purchase, and more importantly, it does not allow a business to avoid accountability for misleading marketing.
  Legal claim: When a product is sold under false pretenses, even a no refund policy can be challenged under consumer protection laws. A contract based on fraud or deception is not enforceable, including hidden fine print.
  FINAL STATEMENT:
  I signed up for a coaching-based program that promised interactive mentorship and instruction, not pre-recorded, low-budget videos and impersonal group Q&A calls that changed weekly. This was absolutely not the experience that was marketed to me. This situation meets the definition of:
  False advertising
  Bait and Switch
  Material misrepresentation
  Unfair and deceptive trade practices
  
  Again, respectfully request a full refund of $6,997, based on:
  The misleading nature of the promotional materials
  The lack of clear and conspicuous disclosure of the actual course format
  The failure to deliver services as promised
  The misuse of a restrictive refund policy to avoid accountability

  
  Thank you for standing up for fair consumer practices.
  Sincerely,
  ****** ******
  

  Business Response

  Date: 05/20/2025

  We appreciate the opportunity to clarify our position and respond in good faith to your concerns.
  
  We respectfully disagree with your claim that the program was falsely advertised or misrepresented.
  
  The sales page clearly outlined the components of the program, which included: instant access to an on-demand training library, one printed workbook, and 8 weeks of live group coaching. 
  
  Claim 1: 
  Under FTC rules, this falls under bait-and-switch advertising, where a consumer is lured by one promise (personal mentorship) and receives something else entirely (a passive course). False advertising claim: Nowhere in the sales process was it clearly disclosed that the majority of the content was passive and self-guided. The live coaching was not actual instruction but simply loosely structured Q&A sessions.
  
  RESPONSE: The sales page describes the live component of the course. It clearly states that the feedback would be personalized and specific to ad strategy and implementation. There is no reference to live training or demonstration. In addition, it clearly states this will occur in a group setting where there will be an opportunity to learn from other students.
  
  There is not a single mention of personal mentorship on the sales page. This same section of the sales page also communicates that a physical workbook will be provided to aid in explaining the step by step process taught in the training videos. This communicates that training will occur via recorded videos and that additional materials will be provided to support the learning process. There is not a single mention of guided training. This section of the sales page shows the training is on demand (also known as pre-recorded).
  
  Claim #2 - False Advertising
  RESPONSE: During the sales event it is mentioned many times that examples of results are not typical and cannot be guaranteed. The claimant attended this event. Claimant is correct that this was not explicitly stated on the sales page and that has been corrected.
  
  Claim #3  - Restart of the 8 weeks
  RESPONSE: We attempted to remedy the concerns communicated by offering double the contracted group coaching offer. The Claimant refused.
  
  Claim #4 - 28% Completion
  RESPONSE: Claimant admits that more than one person was participating in the program and therefore it is unclear who completed training, who attended sales presentations and who made the purchase, it could have been the claimant or her daughter as self reported.  
  
  At onboarding, the training and group coaching process is outlined to ensure that all clients understand that course completion is a prerequisite to access group coaching. This is a principle requirement communicated in and understood at the beginning. The percentage of course completion is material as the claim is that the client was misled. The client could not have been misled, as the minimum course completion requirement was met and access to group coaching was obtained. The claimant, or another party completed 3 modules of the training and had an understanding the course was on demand and pre-recorded before group coaching access was obtained and was attended.
  The claim is invalidated by the claimants actions, where the claimant demonstrated an understanding that the training was recorded by completing enough of the course to advance. See additional information provided from the sales page in the attachments section. 
  
  Claim 5: Refunds
  RESPONSE: All clients agree to the terms and conditions listed and linked on the checkout page at the time of purchase. Within the terms and conditions, it states the refund policy. There is also this information on the sales page. Full terms and conditions are listed here: ************************************
  
  Final Statement
  
  Our guarantee states:
  
  The claimant had the opportunity to complete the course and group coaching and if positive results were not achieved within 90 days for the business to continue to work with the claimant until positive results were achieved. The claimant decided to take adverse action instead of taking advantage of this opportunity.
  
  The claimants final statement says I signed up for a coaching-based program that promised interactive mentorship and instruction.
  
  As explained and demonstrated above, interactive mentorship and instruction was not a component of the Paid Ads Playbook offer, nor is it of any offer that The Digital Marketing Academy offers. The basis of this filing is false and cannot be substantiated by any digital evidence.

  Please review the attachments as evidence to support our response. Thank you.

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23250690
  
  I am rejecting this response because:  ****** ***** and her teams response fails to address the core issue: that this program was advertised and sold under misleading premises, creating a false impression of a high-touch, expert-guided coaching program worth $74,997. That remains the central reason for this complaint and my request for a full refund.
  Below is my rebuttal to each point:
  
  Claim 1 Bait-and-Switch Misrepresentation
  The sales page was NOT clear about the on-demand training and group coaching. See the ad claiming $74,997 as the original price/worth (but slashed for a deal of $7,000). The Playbook is worth $59,000 - Personal Coaching is worth $9,997 and the small workbook is worth $4,997. She led a reasonable consumer to believe they were buying $9,997 worth of personalized coaching which is NOT TRUE. This  along with emotional appeals in the sales webinar, and repeated references to strategy, support, and step-by-step guidance all led meand clearly othersto believe I was purchasing a high-level, interactive program, not an online course with ********style videos and a passive Q&A forum.
  *** rules clearly state that advertisers are not permitted to make misleading or exaggerated claims, even if the fine print technically clarifies the offer. The emphasis on coaching and support created a reasonable expectation of guided instruction and personalized mentorshipwhether or not those exact words appeared on the page.
  ****** uses PERSONAL COACHING which gives misleading impressions
  
  Claim 2 False Advertising & Success Claims
  ****** admits that disclaimers regarding typical results were not on the sales page at the time of my purchase, and only added after the fact. That alone proves that the marketing was incomplete and misleading when I made my decision.
  The *** requires disclaimers about success claims to be clear, conspicuous, and made before the point of purchase. A disclaimer added later does not resolve this violation.
  
  Claim 3 Offer to Restart Coaching
  Offering more of a misrepresented product is not a solution. Starting module 2, I told ****** Im feeling overwhelmed and like I wont be able to execute. ****** acknowledged this saying its like learning a foreign language and that I should challenge myself and continue with the modules then I would have access to live calls. This offer did nothing to change the program structure, quality, or delivery that had already proven to be substandard and not as advertised.
  
  Claim 4 Participation & Confusion Over Users
  It is disingenuous to now claim that there is confusion over whether it was me or my daughter who participated. ****** agreed before purchase that my daughter and I would have the same access as we work together. Most emails (if not all) include both my daughter and me. I made the purchase, and my daughter attended one of the calls (see sign-in dates & separate logins).
  Attempting the modules is how we discovered the low quality and lack of promised support. My complaint is not about being locked out of contentits about the quality and type of content that was delivered. Watching part of a course and realizing it was misrepresented is evidence of why I stopped using it.
  Again: Under *** guidance, a consumer's use or non-use of a product that was deceptively advertised does not negate their right to claim deception or misrepresentation.
  ADDITIONAL NOTE ON CALL SCHEDULING MATERIAL OMISSION
  One of the most surprising and frustrating aspects of the program was discoveringafter purchasethat the weekly coaching calls were scheduled at different times each week, entirely at Ashleys discretion. This was never disclosed prior to purchase and is a material omission, as it made attending these calls extremely difficult. The burden was placed entirely on participants to rearrange their personal and professional lives to accommodate her shifting schedule, with no consideration for our availability and no option to select a consistent time. This lack of transparency is not only disrespectful to paying clients, but likely violates consumer protection laws, as the time and structure of live coaching is clearly a material term. A reasonable consumer would expect such a critical detail to be disclosed before payment, and its absence contributed directly to the misleading nature of the offer. (A material omission is when a seller fails to disclose information that is:Likely to affect a consumers decision to purchase, andWould be considered important by a reasonable person.)
  
  Claim 5 Refund Terms
  While I understand that ****** includes a no refund policy in her terms and conditions, these terms do not shield a business from liability when the product is sold under false pretenses. A consumer cannot agree to terms they did not fully understand due to material omissions and deceptive advertising.
  The *** and consumer protection laws in many states allow a contract to be voided if it was based on fraud, misrepresentation, or omission of material facts.
  
  Final Statement:
  Ashleys team continues to deny responsibility for misleading advertising, instead relying on legal technicalities and post-purchase conditions. But again: the issue is not what was hidden in fine printits what a reasonable consumer was led to believe.
  To reiterate:
  The program was advertised as a high-value coaching system, not a passive digital product.
  The sales webinar emphasized strategic support, guidance, personal coaching and transformation, all of which implied personalized helpnot just Q&A calls.
  The training quality was far below expectations, resembling free content and failing to justify the price.
  The refund terms were not prominent, nor could they legally excuse deceptive advertising.
  
  I continue to respectfully request a full refund of $6,997 based on:
  False and misleading advertising
  Bait-and-switch tactics
  Material misrepresentation of program content
  Failure to deliver services in the manner implied at the point of sale
  Unfair and deceptive business practices under the *** Act and state consumer laws
  Material Omission
  
  
  Thank you again for your time and advocacy on behalf of consumers.
  Sincerely,
  ****** ******