Complaints

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

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  PHMG

  401 N Michigan Ave Chicago, IL 60611-4255

  
• 

  PHMG

  401 N Michigan Ave Ste 1725 Chicago, IL 60611-4742

  
• 

  PHMG

  5700 - 100 King St W 1st Canadian Place Toronto, ON M5X 1C7

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:06/30/2025

  Type:Order 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.

  PHMG contacted my business in 2022 to set up a meeting and after multiple attempts I agreed to sit down with them. They used high pressure sales tactics and said they were willing to give us a discount rate in hopes to use our experience and testimony to get more business in our area and industry. We came across multiple problems and it was not at all the experience we were promised. Making any changes with our voicemail always caused problems with our system and I had to make numerous calls and emails just to get simple tasks and changes made. Nearly every time a change was scheduled, I had to follow up with them because it wasn't complete. I had multiple calls with customer service requesting to end my contract because of this horrible service. They *** always had the lines to say to try and keep our business time and time again. I would continue to request to cancel and it led to a few free months in service and then they discounted if further because of my experience. They acknowledged the terrible service each time and promised it would no longer be a problem. Only to find ourselves in the same situation the next time I requested a change for our service. This was suppose to be a service that would be easy to manage, and it was the opposite. Taking more and more time of me. I can't really say one positive thing about this company. They knew my intention was to cancel for the majority of the contract period. I called them 30 days before the end of my contract just to see how the transition would go with my voicemail. And I had no idea they had a 42 day period before the termination date where they said if I didn't cancel it would automatically renew for another 3 years!!! What a scam! Even after my experience where I tried to cancel multiple times they said they have my bank info and would continue to charge me for another 3 years!! I couldn't be more angered by their approach and caution anyone before doing business with this company. Completely unethical!

  

  Business Response

  Date: 07/07/2025

  Hi *****,

  Thank you for taking the time to leave feedback were sorry to hear your experience with PHMG hasn't reached the high standard we strive for.   
  Our contract terms are in place to ensure continuity of service and include clear cancellation details. I can see you are in touch with our Client Support Team who are keen to engage in conversations with you in order to find a constructive way forward. 

  Please know that all client feedback is taken seriously and applied to help us improve our services in the future.   
  Thanks again.

• Initial Complaint

  Date:06/13/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I receive multiple telemarketing calls per month from this company. Every time I ask that they take me off the call list. The person always states "I promise that I'll take you off the list" but obviously it never happens. A company shouldn't continue to harass me and waste my time like this.

  

  Business Response

  Date: 06/17/2025

  Hi *****,

  
  Further to your correspondence, I can confirm that we have supressed your data on our system.
  We have removed all relevant data from our systems to prevent further contact, and have removed visibility, so data is only accessed as part of our Do Not Call List.
  We apologise for any inconvenience caused and assure you this is not the way PHMG conducts their business the individuals responsible will be dealt with accordingly.
  

  If you require any further information, please get in touch.
  Thank you.

• Initial Complaint

  Date:06/10/2025

  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.

  We cancelled with the company back in February and they are refusing our cancellation. We signed up for a 3 year term back in ************************************************************ writing to cancel and not to take any more funds from us but they did again in May. As you can see by their numerous complaints that this is a bad company to deal with. Be very wary of this group as they have now cost us a lot of money and time and they took money from our account without authorization which we intend to recover.

  

  Business Response

  Date: 06/17/2025

  Hi *****, 

  Thank you for taking the time to leave feedback, we are sorry to hear your experience has not met the high standard of service we strive to provide.

  Our records show that your case has been escalated and is being handled by our ************* Care Director, who has already reached out with further information. We are unable to provide specifics in a public forum, but rest assured, he remains the best point of contact for your concerns.

  Please know all client feedback is taken seriously and applied to help improve our service in the future.

  Thank you.

• Initial Complaint

  Date:04/17/2025

  Type:Order 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.

  August 2024, I met with PHMG, they offered an on hold messaged to be installed in my office phones. PHMG promised they worked with all phone companies, and it was as simple as do some kind of programing and will get it done. We signed the agreement in September 2024 and 4 weeks later their technicians were not able to install it, after several calls back and forth trying to get it to work without any luck they pulled from my bank account the first payment of $1899.79 on October 25, 2024, ACH DD130128 from my ************* Account. Since then, I have been calling ****** ********, PHMG Client Success Director because I still don't have the on-hold message installed, and they haven't reimbursed the payment they pulled from my bank account.

  

  Business Response

  Date: 04/30/2025

  Hi *****, 

  Thank you for taking the time to share feedback. We are sorry to hear that your experience has not matched the high standard we strive to hit. 

  I can see you have been in contact with ******, please continue to contact him if your issue is still not resolved.

  Please know all client feedback is taken seriously and applied to improve our future service.

  Thank you.

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23219001
  
  I am rejecting this response because:

   

  ****** ********, Client Success Director at PHMG never answers any of my calls and I still don't have my $1,800 reimbursed or the On Hold audio message installed and properly working. So, I don't see any of the so called "High Standards" mentioned on the answered they sent to my complain, I am a small business and can's afford to lose $1,800 from anyone.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 05/07/2025

  Hi *****,

  Thank you for your further detail.

  I am glad to see that you and ****** have since been in contact and are both working together.

  Please know, we are committed to finding a solution and encourage your continued collaboration with ****** as he is best placed at the company to help with these issues.

  Thanks again. 

   

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23219001
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/15/2025

  Type:Order 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 early April 2025, I began receiving unsolicited emails from PHMG, specifically from an individual named **** ****, who identified himself as the ************* Care Director. The communication alleged that my company, ************************, was financially responsible for a contractual agreement originally signed by a now-defunct business that previously operated the domain *********************** the time of the communication, the domain was being redirected to our website. However, we have no business relationship with the former company, did not acquire their assets or liabilities, and were not a party to any contract with PHMG.Despite being informed multiple times that we were not affiliated with the prior company, PHMG continued to contact us and suggest that we were responsible for the contract, based solely on the domain redirect. I found this behavior to be unwarranted and increasingly aggressive.Additionally, the communication from **** **** contained what I believe were legal interpretations and demands, even though I was unable to verify that he is a licensed attorney. This raised ethical concerns for **** am filing this complaint not because I am seeking compensation, but because I want PHMG to cease further contact regarding this matter and to acknowledge that my business is not, and never has been, contractually obligated or affiliated with the company in question. I also hope this helps bring attention to the way such disputes are ********** goal is a clear resolution and a written acknowledgment from PHMG that ************************ is not liable for any prior contractual agreements related to ******************** or its former operators.

  

  Business Response

  Date: 04/28/2025

  Hi ****,

  Thank you for taking the time to share feedback. We are sorry that your experience has not matched the standard we strive for.

  I understand you have been in contact with our ************* Care Director, but unfortunately we have not yet been able to reach a resolution. Your case has now been referred to our ***************** who will be your primary point of contact moving forward.

  We hope to work together to find a positive solution. 

  Thank you for your time and feedback.

• Initial Complaint

  Date:04/14/2025

  Type:Order 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.

  We signed a contract with them for our hold music in May, 2021. They did update our phone services at that time. Our contract was for 36 months with our phones being updated 3 times a year. We then had no communication from the company until 12/2021 and we approved the changes, which the changes did not take effect unit 5/21/22 then again not until 8/2022. They auto renewed us illegally, We realized in March 2024 that they charged our card again for payment. They then agreed to update our phone recordings, jump forward to January, 2025 which is when they finally had our upgrade completed. We requested in March of 2025 to cancel our services with them. Since then **** ********* keeps harassing our company for a fraudulent, we have asked him on several occasions to not contact us. He has even gone so far as to find our employees telephone numbers an contact them on their personal phones. We have asked them several times on a recorded line to no longer contact us. I have attached a copy of the contract that we had with them. This contract was not adhered to by PHMG and now they are trying to charge for a contract that was renewed without our approval. We have asked them several times to cancel our contract and stop reaching out to us. We would be able to provide phone records proving that they still contact us four to five times a week.

  

  Business Response

  Date: 04/25/2025

  Hi ****,

  Thank you for taking the time to share feedback, we are sorry this experience has not reflected the standard of service that we strive for. 

  We take all client feedback seriously, though we can assure you we have not, and do not ever renew any contracts illegally. Our contract terms are outlined to ensure continuity in your productions and include full cancellation terms therein. I can see **** has been in contact with you, and has only ever used phone numbers that you had provided to us. This case has now been escalated to our ************* Care Director, we would appreciate if you could return this contact as they are best placed to assist you.

  Thank you. 

• Initial Complaint

  Date:03/13/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was contacted by sales **** ******* ******, on 2/12/25 who played a demo of a recording to be used on a business phone line for callers to hear. I entertained the idea and agreed to meet with another sales **** **** ********, the following day 2/13/25. He explained that the cost was approximately $300 per month and would require a 3 year contract. I am a one man show and did not see value in being committed to such a service. I declined the service. Not more than 5 minutes later, he texts me the demo. I listen again and against my gut instinct, I text him back and said that I would sign up. He asked that I reply to an email with "Happy to proceed", which I did Thursday 2/13/25@3:23 PM. That weekend, I read the BBB and ****** reviews for this company and my heart sank. I should have followed by gut instinct. I sent an email to **** first thing Monday morning 2/17/25@8 AM requesting to cancel. I never signed anything and never spoke to anyone about moving forward. I received a slew of phone calls and emails from ****** ***** regarding my cancellation. On 3/13/25, I received a phone call from ******. I explained that I am a one man show and did not see value in the service at this time. He then sent me an email stating that I was responsible to pay 97% of the contract ($10,476) for the cancellation. I am beside myself. This does not feel like a trustworthy company. If they were in the business of relationship building, they would have asked if they could follow up in 6 months in efforts to earn my business. I am one person, with an assistant, no other staff. This is very deceptive. They are more concerned with money than earning my business. I will now seek legal council to make sure that this doesn't happen to anyone else in the future. An email reply "happy to proceed", is NOT a signature on a contract. No work was performed. Cancellation took place in less than 2 business days. They would benefit from better business practices and transparency.

  

  Business Response

  Date: 03/24/2025

  Hi ******,

  
  Thank you for taking the time to share your experience with PHMG. We're sorry to hear that your experience did not reflect the high standard of service we strive to provide.
  As were unable to discuss individual account matters in a public forum such as the BBB, we understand youve been in contact with our Director of Client Success, ******. We encourage you to continue working with him directly, as he is best positioned to support you in resolving this matter.

  
  We value all feedback and will use your comments as part of our ongoing efforts to improve our service.
  Thank you again.

• Initial Complaint

  Date:02/21/2025

  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.

  Earlier this year I had one of our sales team members tell me that ***** was on the phone and something important was needed. They left me a note and a message to call *****. It was a this point I called him only to find out it was for a call-waiting service. I then told him to only call my phone number and to not call our sales team anymore. The ended up coming into our office to show us the call waiting and we thought it may be a good idea. ***** then called our office multiple times and began to tell lies that he "was my friend, and needed to speak to me." "it was urgent and a call was needed." At this time, I stated we do not do business with people that lie or manipulate people and ******* sales members. We did not sign a contract, nor give them any money or information other than meeting with them. We want them to leave us alone. They have now stated and I quote:"I am writing to confirm cancellation of your account. My credit/ legal team may choose to pursue clause 4 of our signed agreement to recoup licensing fees, which were purchased in good faith.That matter is out of my control; I wish things could have occurred differently and if you do wish to continue with the service in the coming weeks, please reach out to me.Warm regards, *********** stated no contract was signed. No work was done, and I asked and I quote:"At this point please cancel my order. I have asked politely to not call my sales team and wasted their time. You have now done this many times with no respect for our business and sales guys. You have my personal number and can call that. I do not wish to continue this deal."Listed in the pictures is what they say they would provide, but we did not want to proceed so nothing was provided. NOT ONE ITEM. At this point we just want them to leave us alone and warn anyone about this. In violation of Do not call practices and harassment I would urge any business to steer clear away.

  

  Business Response

  Date: 03/07/2025

  Hi ****,
  We appreciate your feedback and understand your concerns.PHMG takes all customer interactions seriously and aims to provide a high level of service.
  We regret to hear that you have been dissatisfied with the way PHMG has contacted you. Your comments on the way we approached you and your business will inform our contact style moving forward.
  We are unable to go into specific account details on a public forum such as the BBB. If you wish to have further discussions about your situation, please return the contact of our Client Success Team.
  Thank you.

• Initial Complaint

  Date:02/20/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against PHMG due to their misrepresentation, unauthorized access to my account, and continued attempts to collect a disputed invoice for services I never proceeded with. I initially signed an agreement on August 27, 2024 but after further consideration, I informed ******** ***** on October 24, 2024 , that I did not wish to proceed with their services. On November 14, 2024 , ***** ***** from PHMG contacted me regarding my cancellation request, confirming that the company was aware I did not intend to move forward. Despite my clear cancellation, PHMG falsely claims that I approved production and provided login credentials for them to access my phone system. I never authorized or provided any login credentials for their services.On October 16, 2024 PHMG's representative, **** ******, contacted my current phone service provider (*************) without my permission and requested an upload to my account. I confirmed this unauthorized access with Diamond Voices tech support, *****. I never completed their ACH billing form, which was an intentional decision to prevent unauthorized charges. PHMG is now demanding $11,302.47 for services I did not agree to continue, despite their awareness of my cancellation request. They have also threatened legal action if I do not comply. Upon further research, I discovered that PHMG has a history of similar complaints involving misrepresentation, unauthorized billing, and contract disputes. Their tactics appear to be deceptive and predatory. Resolution Requested:I am requesting that PHMG: 1. Close my account with a zero balance.2. Cease all further collection attempts and threats of legal action.3. Acknowledge in writing that no payment is due and that the contract was not validly executed. I request that the BBB assist in mediating this dispute and holding PHMG accountable for their deceptive business practices.

  

  Business Response

  Date: 03/04/2025

  Hi ******,
  Thank you for reaching out and for bringing your concerns to our attention. At PHMG, we take customer feedback seriously and strive to provide clarity and resolution in all matters.
  While we are unable to discuss specific contractual details in this forum, we want to assure you that our Legal and Client Success teams have attempted to contact you to discuss this matter further. If you have not yet received our communication, we would encourage you to reach out so we can work toward a resolution.
  We remain open to further discussion and are happy to work with you directly to address your concerns. We appreciate your time and look forward to resolving this with you.

  Thank you.

• Initial Complaint

  Date:02/18/2025

  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.

  Contacted company in August of 2024 to find out contract expiry date . Never mentioned at all about 42 day cancelation before contract was up . And if you didn't cancel within the 42 days were locked in for another 3 years.

  

  Business Response

  Date: 02/28/2025

  Hi ******,
  Thank you for taking the time to share feedback. We are sorry to hear that your experience has not matched the standard we strive for at PHMG.
  Our contract terms, including details on auto-renewal, are outlined during the sign-up process. We recognise your frustration, though we must adhere to these terms as we do with all clients. I am happy to see you are in contact with our *********** Team; they remain available and committed to resolving your issue.
  Please reach out to them to help solve your problem. Thank you.