Business Profile

Audio-Visual Production Services

PHMG

Complaints

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

Customer Complaints Summary

85 total complaints in the last 3 years.
32 complaints 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.

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.
Initial Complaint
Date:02/17/2025
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.
Complaint Summary:Company Name: PHMG Nature of Complaint: Misleading Contract Terms, Auto-Renewal Without Proper Notice, Unlawful Recording, False Collection Claims Amount in Dispute: $12,670.02 Detailed Complaint:I am filing this complaint against PHMG due to misleading auto-renewal practices against CRM Jewelers, aggressive collection threats, and an unauthorized phone call recording.- PHMG locked me into an unfair 3-year auto-renewal contract without properly disclosing it.- PHMG falsely claims I am still using their audio branding, despite clear evidence that we replaced their recordings with our own.- PHMG illegally recorded a phone call with me without my consent, violating Florida law (Fla. Stat. ******).- PHMG has a pattern of similar complaints from other customers, all citing deceptive auto-renewal contract terms.Regulatory Action Against PHMG in ********* - PHMGs contract renewal practices have already been ruled unfair by the Australian Competition & Consumer Commission (****).- In 2020, the **** forced PHMG to remove its misleading auto-renewal clauses.- Source: **** Media Release ****************************************************************************************************************************************************************************************************************************************************************************** I request PHMG:- Acknowledge my contract is canceled - Cease all collection threats - Provide written confirmation of contract termination with no penalties.
Business Response
Date: 02/25/2025
Hi ***,
Thank you for taking the time to leave feedback. We are sorry to hear that your experience with PHMG has not been to the standard we strive for.
While we recognise your frustrations, we must adhere to the agreed terms which are outlined in your contract. Our *********** Team remain open to resolving this issue amicably.
Thank you.
Customer Answer
Date: 03/05/2025
Complaint: 22952696

I am rejecting this response because: PHMGs response is completely inadequate and does not address the core issues of my complaint. Their response is a generic statement referencing contract terms while ignoring key concerns that I have raised, including:
1. False Claims About Service Usage PHMG continues to demand payment based on the claim that I am still using their audio services. However, I have provided clear evidence in a side-by-side audio comparison video proving that all PHMG audio files were replaced with our own. PHMG has refused to acknowledge this evidence.
2. Unlawful Call Recording (Florida Law Violation) PHMG illegally recorded a call with me without my consent, violating Floridas all-party consent law (Fla. Stat. 934.03). They then emailed me the recording, which is direct evidence of their illegal actions. PHMG has ignored this legal concern in their response.
3. Unfair Auto-Renewal Clause PHMGs 3-year automatic renewal contract is deceptive, as many other customers have also complained about this practice. The Australian Competition & ******************* (ACCC) forced PHMG to remove these same unfair renewal clauses in 2020 after ruling them as unfair and deceptive. However, PHMG continues to enforce these predatory terms in the ******************************* style="color: rgb(24, 50, 71); font-size: 14px; font-family: Calibri, arial, sans-serif;">Supporting Documentation:
  ?? The original contract, showing the unfair renewal clause.
  ?? Email records where PHMG ignores my evidence and continues demanding payment.
  ?? Side-by-side audio comparison video proving their false claims about service usage.
  ?? PHMGs email containing the illegally recorded call, showing they violated Florida law.
  ?? A copy of the ***** regulatory action against PHMG for their deceptive contract terms.
  Given that PHMG failed to address these issues and provided only a boilerplate response, I respectfully request that BBB reopen this complaint and change its status from "Answered" to "Unresolved."
  I appreciate your time and consideration in ensuring that this matter is fully reviewed. Please confirm the next steps.
  
  Sincerely,
  
  *** *******
Business Response
Date: 03/11/2025
Hi ***,
We are sorry to hear that you have not been satisfied with our response. Unfortunately, we are unable to go into specifics for each account on a public forum such as BBB.
However, I am glad to see that both parties have come to a resolution.
Thank you.
Customer Answer
Date: 03/14/2025
Complaint: ********

I am rejecting this response because:
I am writing to formally reject PHMGs response to Complaint #********, as it does not resolve my concerns in any way.
PHMGs response is completely inaccurate and misleading. They falsely state that both parties have come to a resolution, which is not true. My complaint remains fully unresolved, and PHMG continues to ignore the key issues I raised, including:
1. False Claims About Service Usage PHMG has failed to acknowledge that their audio is no longer in use, despite clear evidence I provided.
2. Unfair Auto-Renewal Clause PHMG continues to enforce a predatory 3-year auto-renewal policy, which has been flagged as unfair by regulators in other countries.
3. Unlawful Call Recording PHMG recorded a phone call with me without my consent, violating Floridas all-party consent law (Fla. Stat. 934.03). They have ignored this serious legal issue.
PHMGs refusal to provide a meaningful response further demonstrates bad-faith business practices.
I respectfully request that this complaint remain open and marked as Unresolved until PHMG properly addresses these concerns. Please let me know the next steps.
Best regards,

Sincerely,

*** *******
Initial Complaint
Date:02/10/2025
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.
Trying to cancel our service as we no longer use it. I was first told it was expiring in May,2025 then I was told oh no our mistake it is May, 2026. When I asked for proof of this as the last thing we signed was in 2020, the *** sent me a copy of the contract which was blank then one from 2017 saying it was on auto renewal. I wrote them a letter canceling effective immediately on Friday, the *** called today explaining there was basically nothing they could do because I didn't put it in writing with the 42 day time frame. I said according to Illinois Law, you are to send me notice in writing that it is auto renewing. She denied that and said not for business to business contracts. I tried working with the *** as we no longer wish to carry the service at any cost and that 42 day **** wasn't that long ago but she refused saying she was trying to work with me but the only she could do is charge me and make me stay in a service for we no longer need for another 18 months - which let me to file a complaint.
Business Response
Date: 02/14/2025
Hi ******,
Thank you for taking the time to leave feedback were sorry to hear your experience with PHMG wasnt to the standard we strive for.
Our contract terms are set out to ensure you have continuity in your productions and include full details of the cancellation terms therein.
We acknowledge your ongoing discussions with our Client Support Team and want to assure you that we are committed to finding a resolution. Your concerns are important to us, and we encourage you to stay in touch as we work toward a solution.
Thank you.
Customer Answer
Date: 02/17/2025

Complaint: 22923689

I am rejecting this response because: It does not solve the issue of cancelling the service that we no longer use without further payment. Their continuing service is no longer needed or wanted.

Sincerely,

****** *********
Business Response
Date: 02/25/2025
Hi ******,
We appreciate the time youve taken throughout this process. We are happy to see we have now dealt fully with this matter.
Thank you.
Customer Answer
Date: 02/25/2025

Complaint: 22923689

I am rejecting this response because: It hasn't solved the issue. They have no other solution but to charge me for a service I do not wish to keep.

Sincerely,

****** *********
Initial Complaint
Date:02/06/2025
Type:Billing 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.
As most of the other complaints state, PHMG attempts not to cancel your contract by any means necessary. We attempted to cancel our contract a year in advance by requesting our term not be renewed, and their accountant manager did not understand what I stated I wanted. Therefore, our 36-month contract auto-renewed against our wishes. PHMG has continually stated they are in the right regardless of our team giving them, in writing, our wishes to cancel at the end of the term, well before their 42-day end-of-term window. I find the practice of trapping customers into a term they wish to cancel and hitting them with a $10,000+ cancelation invoice unethical. We did not want the service any longer and provided them this in writing prior to the cancelation window, and yet I am still being charged this cancelation fee.
Business Response
Date: 02/12/2025
Hi *****,
Thank you for taking the time to share your experience of working with PHMG. We are sorry to hear that your experience has not been to the standard we strive for.
Our contract terms are outlined in our agreements to ensure continuity in your messaging. I am happy to see that you have worked with our *********** Team and that we have established a way to continue our partnership. I hope your upcoming call with your new Account Manager proves the value that we can offer you as a client.
Please know all feedback is taken seriously and applied to improve our service.
Thank you.
Customer Answer
Date: 02/18/2025

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:01/28/2025
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.
To Whom It May Concern,I am filing a formal complaint against PHMG regarding their unfair contract renewal policies and the unreasonable barriers they impose on cancellation.Our company initially entered into an agreement with PHMG, unaware that it contained an automatic renewal clause that extends the contract for an additional 36 months if not canceled at least 42 days prior to the expiration date. This is an excessively long renewal period, which is not standard practice in the industry and places an undue burden on clients.Additionally, PHMG knowingly does not send any notification prior to the renewal, ensuring that clients miss the cancellation window. When we inquired about canceling, we were informed that we had already been locked into another 36-month term, with no way to exit the contract. This practice is clearly designed to trap customers into long-term financial commitments without providing a fair opportunity to opt out.We believe that PHMGs approach to contract renewals and lack of communication is deceptive and unreasonable. Their failure to provide adequate notice prevents businesses from making informed decisions about their continued engagement with PHMGs services.We are requesting that PHMG allow us to terminate our contract without penalty and that they amend their business practices to ensure fairness and transparency. Specifically, we request that they implement a mandatory renewal notification policy and provide customers with reasonable contract exit options.We ask the Better Business Bureau to investigate PHMGs renewal and cancellation policies and ensure that other businesses do not fall victim to these predatory practices.Thank you for your time and attention to this matter.
Business Response
Date: 02/07/2025
Dear *****,
Thank you for taking the time to share your experience of working with PHMG we are sorry to hear this was not to the standard we strive for.
Our contract terms are set out to ensure continuity in your productions and contain full cancellation terms therein. I can see you have previously been in touch with our Client Support Team, who are still trying to establish a dialogue with you, though they have recently struggled to reach you. Please may you return this contact as they are best placed within the business to deal with these issues.
Please know all feedback is taken seriously and used to improve our service in the future.
Thank you.
Customer Answer
Date: 02/07/2025

Complaint: 22868899

I am rejecting this response because PHMGs contract renewal policies are unfair and designed to trap customers in long-term commitments without adequate notice. A 36-month auto-renewal period is excessive and not standard industry practice. PHMG deliberately does not send renewal reminders, ensuring businesses miss the narrow cancellation window. When we attempted to cancel, we were simply told it was too late, with no recourse or flexibility.
We request immediate termination of our contract without penalty due to PHMGs failure to provide reasonable renewal notification. Additionally, PHMG should revise its policies to include clear, proactive renewal notifications before extending contracts.
If PHMG is serious about improving customer satisfaction, I expect a meaningful resolution rather than a dismissive response. Please provide a written resolution to this matter. If no satisfactory outcome is provided, we will escalate this complaint to additional regulatory and consumer protection agencies.
I have found PHMGs representatives to be unreasonable, offering no real solutions while persistently engaging in unproductive discussions. I do not wish to continue communicating with them. All further correspondence should be in writing with a clear resolution.

Sincerely,

***** ******
Business Response
Date: 02/14/2025
Hi *****,
Thank you for reaching out and sharing your concerns regarding your agreement with PHMG. We sincerely regret that you feel dissatisfied with our contract renewal policies,and we appreciate the opportunity to clarify the terms and address your concerns.

Our agreements are designed to ensure a seamless continuation of service, providing businesses like yours with uninterrupted access to our productions.

The terms,including the renewal structure, were clearly outlined in the agreement and voluntarily accepted at the outset. While we understand that automatic renewal may not align with everyones preferences, it is a standard industry practice designed to maintain service continuity without disruption.

Regarding the cancellation window, our records confirm that the contract provides a clear and defined period, specifically 36 months with not less than 42-days notice required before renewal date, to allow clients sufficient time to review and take action if necessary. We encourage all our clients to keep track of their renewal dates, as stated in the agreement.

We understand your frustration and genuinely want to work toward a resolution. Our Client Support Team remains available to discuss any potential solutions.
Thank you,
Initial Complaint
Date:01/28/2025
Type:Sales and Advertising 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 must express my profound disappointment with your company's practices. As a small business owner in ****************, I was lured by the promise of substantial benefits from your salesman during his visit. He presented an impressive pitch deck, and we signed an MOU in good faith, believing we were embarking on a mutually beneficial partnership.Regrettably, what followed has been nothing short of a nightmare. After just one voice recording from ****, your team inundated us with demands for payment$12,000 for services that were never rendered. Despite our repeated attempts to address this issue, your company has resorted to intimidation tactics through a collection agency, demonstrating a shocking lack of professionalism and ************ has become painfully clear that your focus is solely on extracting money, rather than delivering any value or service. A company that claims to be world-renowned should not engage in such deceptive practices. If even a fraction of the effort you have put into collecting this debt had been devoted to fulfilling your promises, we would have had a fruitful partnership.I urge anyone considering doing business with your company to exercise extreme caution. My experience suggests that your operations may be less about providing exceptional service and more about exploiting small businesses for profit. I have kept meticulous records of our interactions, and I am prepared to share these documents to expose your tactics.This situation has not only caused financial strain but has also eroded my trust in your brand. I hope you reconsider your business practices and prioritize ethical conduct in the future
Business Response
Date: 02/07/2025
Dear *****,
Thank you for sharing your experience with us. We regret that your experience with PHMG did not meet your expectations. We value your feedback and would like the opportunity to address your concerns directly.
We have made several attempts to contact you regarding your situation and kindly request that you respond so we can work through this together. Please know that we take all feedback seriously and will use it to guide improvements to our service.
Thank you.
Customer Answer
Date: 02/07/2025

Complaint: 22867705

I am rejecting this response because:

no contact, email, phone or voice message has been received. My cell is ************. Please leave a message if no answer. Thank you

Sincerely,

***** *******
Business Response
Date: 02/14/2025
Hi *****,
We have left a voicemail on the above phone number as of yesterday. Please do return our contact.
Thank you.
Customer Answer
Date: 02/19/2025

Complaint: 22867705

I am rejecting this response because:
Subject: Response to Inquiry Regarding Communication
Dear Better Business Bureau
I am writing in response to the inquiry regarding my interactions with the Company. I would like to clarify that during the specified period, I did not receive any voice messages or attempts to contact me from their department. To substantiate my claims, I have attached a detailed log of all my voice messages, which clearly demonstrates the absence of any communication from them. This lack of outreach not only highlights their disregard for open dialogue but also raises concerns about their business practices. Transparent communication is crucial in any professional relationship, and I believe this situation reflects a concerning pattern of behavior. I appreciate your attention to this matter and trust that the BBB will take this evidence into consideration while reviewing the companys practices. Thank you for your time.
Sincerely,
***** *******
Cell: ************

Business Response
Date: 02/25/2025
Hi *****,
I can see on your account that we have called, emailed and left voicemail messages to the below phone number. Please return this contact to resolve the issue.
Thank you.
Customer Answer
Date: 02/28/2025

Complaint: 22867705

I am rejecting this response because:
My entire email inbox and voicemail messages do not show anyone from this company reaching out to me on behalf of this matter. If no email, or voice message is left I will not know who is calling. Please leave a message. Someone from your management team would be most preferred. thank you

Sincerely,

***** *******
Business Response
Date: 03/11/2025
Hi *****,

I can see that a detailed email regarding your current circumstances was sent on 5th March 2025, following multiple phone calls and voicemails.
This was sent to the same email address listed in your BBB correspondence.
If you did not receive this email, please provide an alternative address so we can reach you.
Thank you.
Customer Answer
Date: 03/11/2025

Complaint: 22867705

I am rejecting this response because:

Subject: Response to Rejection Letter - Better Business Bureau Case

Dear PGHM and Company

I am ***** *******, the owner and I am writing to formally reject your response to my complaint submitted through the Better Business Bureau.

I must clarify that I have not received any emails or voice messages from your team, as you claimed. I have documented evidence, including screenshots and video recordings of my voice messages during the relevant time period, confirming this lack of communication.

I request that you validate your claims through the Better Business Bureau platform to ensure that both parties have accurate information for resolving this matter.

For direct communication, please contact me at ************ or via email at ********************** Please note that if your sales team is attempting to reach me, that email address has been blocked due to prior issues.

Thank you for your attention to this matter. I look forward to your prompt response.

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

Business Response
Date: 03/28/2025
Hi *****.

Thank you for attention to this matter. After a thorough review of your account, we can confirm we have left multiple voicemails as well as emails to your disclosed details.

I hope you will be able to return this contact so we can work collaboratively.

Thank you.

*** *****

Client Research & Intelligence Analyst

Customer Answer
Date: 03/28/2025

Complaint: 22867705

I am rejecting this response because:

Dear Better Business Bureau,

I am writing to follow up regarding my complaint against ****, which has been filed as previously requested. Given the significant communication failures on the part of ****, I had proposed that all correspondence occur through the BBB platform to ensure clarity and documentation. Unfortunately, this has not been adhered to.

While I did receive a voicemail from a salesman, it was not only disrespectful but also derogatory in nature, which has further exacerbated my concerns. There has been no effort from a manager to address the issue or to offer any credits to my account.

I firmly believe that communication through the BBB platform is essential for maintaining professionalism and validating our exchanges. Despite my suggestions, I have not received any emails or calls from PGHM, nor have there been any additional voicemails.

For your reference, my contact details are as follows:
Cell: ************
Email: ******************************

I appreciate your attention to this matter and your assistance in facilitating a resolution.

Thank you for your help.

Sincerely,

***** Nielson

Sincerely,

***** *******
Initial Complaint
Date:12/05/2024
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.
A salesman from PHMG came into our shop in October of 2023, He sold us on the idea of having commercials play while we put customers on hold, eliminating spam calls with an auto-attendant feature, and handling our voicemail. I was not looking for any of these services, but he did a great job explaining everything & the pricing seemed reasonable. ($180 Per month) The salesman looked at our phone system and assured us there would be no issue to integrating into it with their product & services. Based on his findings we decided to get involved with them, and accepted the pricing and agreement. We signed up in early Nov, and despite multiple attempts, they could not integrate into our phone system. in February they charged me $900.00. I was told this was going to be $180 per-month, and that billing would not even begin until Fed 2024 so they would have time to get everything set up correctly. I called immediately once realizing they charged me $900, and they informed me that billing is done Quarterly and it is $300 per month thus $900 for the billing cycle. Mind you, at this point they still had not been able to integrate into our phone system so we had received zero services from them. Again - The only reason we signed up is because the sales *** assured us they could work with our phone company.They worked for months apparently trying to integrate with our phone system (standard ******* Internet Phone System), and they never could make it work. I was in contact with them letting them know that if they can not make it work, I could no longer do business with them. It is not fair to make me continue to pay for a service that I am not getting. 2nd Qrt billing came & went, and they did not charge me. Makes since not to charge me for a service I am not receiving. Last month they charged me another $811.00, but we still do not have any of their services working. That is over $1700.00 they have taken from us over the past year, and zero features they promised work.
Business Response
Date: 12/17/2024
Hi ***,
Thank you for taking the time to leave feedback were sorry to hear your experience with PHMG wasnt to the standard we strive for.
I can see that our team has been proactive in assisting you. You currently sit with our priority team, and from our last discussions with yourselves we are currently awaiting your contact to progress this matter, as per your instructions.
If you would like to reach back out to us, please feel free to contact your Priority Account Manager.

Please know that all feedback is valuable to us and helps shape our continued improvement.
Thanks again,
Initial Complaint
Date:12/05/2024
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.
I agree with all the other complaints on here regarding how impossible it is to cancel your contract. We started out using the service and things seemed to be going well, but in the final year of the three year service after changing our contact multiple times without being notified we stopped getting contacted about updating out messages. I reached out via email and asked when our contract was up. When they called me I communicated via phone (my mistake I guess) that we were not interested in renewing when our contract was up. This was months prior to the contract being up. There was no mention at that time that a 42 day written notice was required to cancel or we would automatically be renewed. I informed them in writing less than 42 days before our contract renewed that we'd like to cancel so we were automatically signed up again. Conveniently the person I spoke to about cancelling doesn't answer any of my emails even though his LinkedIn profile states he's still with PHMG. He said my current account manager was someone new but they've never even contacted me. Then he blamed me for not reaching out to see who my current account manager is when they are the ones who keep changing managers on us. All they offered me was a 15% discount for a service I don't even want anymore. I'm furious at their tactics and feel they are just out for my money and don't care about their customers at all. Now we are out thousands of dollars if we cancel or we have to work with them for three more years when they've left such a bad taste in our mouths.
Business Response
Date: 12/17/2024
Hi *********,
Thank you for taking the time to leave feedback were sorry to hear your experience with PHMG wasnt to the standard we strive for.
Our contract terms outline all details, including cancellation terms. I understand youve been in touch with our Client Support Team and agreed to an amicable solution at that time. If your circumstances have since changed, I would encourage you to reach out to the Client Support Team again, as theyre best placed to discuss and assist with these matters.

Please know that your feedback is important to us and helps us to continually improve our services.
Thanks again,
Initial Complaint
Date:12/04/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
PHMG charges payments automatically on a credit card. They do not send correspondence concerning an invoice or receipt after the credit card has been drafted or fails. Their "billing portal" allows clients to view invoices and their payment status, but does not list payments made or the open balance on an oustanding invoice. It also does not allow a payment to be made. For over a year, we requested to cancel our contract at the end of the term, which states 42 days notice is required. With the last invoice they charged a portion of the invoice instead of the full amount, leaving an open balance. Several times we inquired as to the means on how to terminate the contract, to which they didn't reply with the instructions, state that the credit card draft was turned off, and never once mentioned that there was an open balance. They now, 5 days before the end of the contract, sent an email stating that we are in breach of contract due to default with three options, two of which are to extend the contract. The third option is to pay the "open outstanding balance" of $1300 plus applicable late payment and default fees. Upon calling their "credit control" team, I was told the open balance was less than $100.00. We're involving our attorney due to fraudulent charges.
Business Response
Date: 12/12/2024
Hi *****,
Thank you for taking the time to leave feedback were sorry to hear your experience with PHMG wasnt to the standard we strive for.
I can see you have been in contact with our Credit Control team, and am happy to see that they have been able to rectify your payment issue.
Please know all feedback is taken seriously and applied to improve our services in the future.
Thank you.
Initial Complaint
Date:11/19/2024
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.
We had a service contract with PHMG. The contract was for a 3 year term. Contract was signed in 2021. Per the terms of the contract, a written request for cancellation must take place no later than **************************************************************************************** April of 2023. PHMG contacted us to reduce the rate of our contract because we were not using their services. We continued to maintain that we were cancelling our contract on the expiration date. PHMG has continued to harass us and tell us that our contract automatically renewed and if we want to cancel we owe them more than $6500.00. They are saying they are going to take legal action. Our attorney tells us that our email communication was sufficient for the cancellation. We asked for address to return their equipment which they would not provide. We cancelled the automatic payment in Oct of 2024 and I looked up the headquarters address and mailed the device back via *** at that time. They continue to call and harass us.
Business Response
Date: 11/25/2024
Hi ********,
Thank you for taking the time to leave feedback were sorry to hear your experience with PHMG wasnt to the standard we strive for.
Our contract terms are designed to ensure continuity in your productions and they outline full details of our cancellation policy. I understand that you have been in contact with our Client Support and Credit Control Teams, and that we have come to an amicable resolution.
Please know that all client feedback is taken seriously and applied to help us improve our services in the future.
Thanks again,

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