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:11/19/2024

  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.

  I can only assume, PHMG is trying to scam customers out of more money by charging more in sales tax than legally allowed. To get ahold of anyone is another story. PHMG charges an astronomical amount per quarter to not deliver services as they should. I sent over my scrip changes end of October and was told it would take 2-5 days. We are now into the middle of November and I have yet to see the new on hold message that I paid for. I requested to cancel, requested to be refunded via check for the overcharge on sales tax, and requested someone send me over the new scrip I paid for and I have yet to hear from anyone.

  

  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. 

  Regarding sales tax, we ensure that all charges are calculated thoroughly. However, if you believe there has been an error, we encourage you to continue your contact with our Client Support Team directly so we can investigate this matter thoroughly.

  We value your feedback and want to ensure that any concerns are addressed promptly.

  Thank you for your patience, and we look forward to resolving this for you.
  

• Initial Complaint

  Date:11/06/2024

  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.

  ******** Carter <**********************************************************************************>
  1:25?PM (1 hour ago)
  
  
  
  to me
  
  
  
  
  
  
  
  
  
  
  Hi ******,
  
  Further to our conversation, please find attached a copy of your original agreement. As discussed earlier I can confirm the following:
  
  The original agreement was signed on 01/27/2021 by ***** and ****** on behalf of your organisation. The agreement was for Professional Audio Branding and included for up to 4 renewals per year. The term of the agreement was 36 months, renewable for a term of equal length unless instructed otherwise at least ********************************************************* accordance with these terms, the agreement was renewed for an additional 36 months until at least 01/27/2027 as per section 5 of the terms and conditions.
  
  From our conversation I understand that youre not familiar with the Terms and Conditions of your agreement, and the fact they work on a continuous basis for licensing purposes. They function on this basis to ensure theres always a valid license in place in order to cover you for playing our productions.
  
  Whilst we can tailor the duration, cost and package to each clients needs, we need to have Terms and Conditions that are consistent for all parties.
  
  As discussed, if you did wish to cancel the services at this stage, the agreement would be reviewed for any remaining balance on the term, and a final invoice would be issued by our credit control department for the total remaining balance (-3%), payable within 14 days, as per section 4 of the terms and conditions in this particular case, the final invoice would be $6219.60 (-3%).
  
  As Im sure you can appreciate, I feel this is not the most cost-effective option, I understand you may not have been aware of this as ****** was the main point of contact and they are no longer with the business, however, this is also something of which we were not made aware of until this point.
  
  I have attached your initial On-hold production as a point of reference, Im sure youll agree, that this is a lot more professional than the generic music that is currently playing on the system.
  
  I would be more than happy to review your cost and have our priority engagement team reach out to review all productions, refresh any necessary content and work with you to build value in the services moving forward. 
  
  I look forward to hearing from you.
  
  Kind regards,
  Ben

  

  Business Response

  Date: 11/11/2024

  Hi *****, 
  
  Thank you for taking the time to leave your feedback were sorry to hear your experience with PHMG wasnt to the standard we strive for.
  
  I can see that, in an effort to resolve your particular issue, our teams have attempted on multiple occasions to reach out to you throughout the duration of your agreement. However, we have been unsuccessful in these frequent attempts. In relation to the contract terms,please note that the full terms and conditions are available/provided to you in your original signed agreement.
  
  Our Client Support team are now on hand to assist,I strongly recommend returning their contact attempts so that we may resolve this issue for you.
  
  In addition, I wanted to let you know that all client feedback is taken seriously and applied to help us improve our services in the future. 
  
  Thanks again,

• Initial Complaint

  Date:10/28/2024

  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.

  As with many other complaints here, I wish to warn other potential customers about the lack of professionalism from PHMG. In particular, as we have been trying to cancel service at the end of our contract, they have dragged their feet on responding and acknowledging our request for cancellation. After repeatedly trying to resell/upsell us, we agreed to go to a month-to-month contract, but were not warned that we would still have to pay QUARTERLY. We have tried to cancel and when asking for a prorated refund based on the date of cancellation request, they have been slow to respond and not clear in communication. I am still waiting for a response from the "credit team" dating back to initial communication 3 months ago.They also offered no help in finding all the places that their recordings were embedded in our phone system and just told me I was still using their content, so I couldn't cancel. They were the ones that set it all up in ring central so I didn't know all the places I had to go remove it. Although service was satisfactory during the term of the contract, the required minimum contract and the difficulty in cancelation would lead me to NOT recommend to anyone else to use them.

  

  Business Response

  Date: 11/04/2024

  Hi ***,

  Thank you for taking the time to share feedback. We are sorry your experience with PHMG was not to the standard we strive for. 

  Our contract terms are set out to ensure continuity in your productions and include the cancellation terms therein. I am glad to see our Credit Team have got back to you regarding your specific circumstances and we have been able to amicably resolve your issue outlined above. 

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

  Thanks again. 

• Initial Complaint

  Date:10/21/2024

  Type:Customer Service 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.

   
  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,
  
  ***** *******

  

  Business Response

  Date: 10/25/2024

  Hi there,

  Thank you for taking the time to leave feedback. We are sorry you feel your experience has not been up to the standard we strive for here at PHMG. 

  The terms of our contract are designed to ensure continuity for your custom productions and include the relevant detailed policies. We are glad to see that through close collaboration with our *********** Team, we have been able to resolve this matter for you.

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

  Thanks again. 

• Initial Complaint

  Date:10/08/2024

  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 against PHMG Media Group On behalf of *****************************, I am filing this complaint due to the unethical and fraudulent business practices of PHMG Media Group. In April 2024, PHMG, through their representative *** ****, contacted me via unsolicited calls using a rotating phone number to promote their "sonic branding" services. After a Zoom meeting with ***** *****, VP of ********************* I was presented with a proposal to create custom audio marketing. However, PHMG refused to disclose full contract terms until after I verbally agreed to proceed, effectively trapping me into an agreement under false pretenses.PHMGs representatives, including ***** *****, ****** ******, and ****** *******, consistently misrepresented their services and the contract terms. Despite repeated attempts to cancel, PHMG continued an aggressive pressure campaign, even demanding sensitive financial information under the pretext of board approval. After receiving confidential data, PHMG fraudulently withdrew $3,750 from our companys bank accountfar exceeding the stated feefor services never delivered or even initiated.Efforts to resolve this were met with extortion, as PHMG falsely claimed that our email reply to their sales meeting constituted a binding contract, despite the lack of a signed agreement or delivered product. Their refusal to address the concerns raised about undisclosed terms has caused immense financial and emotional distress to Juventix Regenerative Medical. This ordeal has severely impacted our business during a critical merger and acquisition process.PHMGs business practices appear designed to exploit small businesses with unfulfilled promises. I demand immediate cancellation of unauthorized transactions and resolution of this matter. I urge the Better Business Bureau to take action to prevent further harm to other businesses.Thank You,***** ******* CEO - **********************************

  

  Business Response

  Date: 10/22/2024

  Hi *****,
  
  We are sorry your experience with PHMG has not been to the standard we strive for.
  
  Thank you for taking the time to leave your detailed feedback. After we had internally escalated this matter so that we could expedite a resolution for you, our Director of Client Success has been struggling to form a dialogue with you.
  
  We again thank you for sharing your feedback via the Better Business Bureau. However, we must note that the site facilitates an open space to share comments, and the resolution of the matter remains between us.
  Thanks again.

• Initial Complaint

  Date:09/27/2024

  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: 22349727
  
  I am rejecting this response because:  This was an auto-generated response by their team and consistent with what and how I have seen them reply to others that have complained about their tactics.  I have attempted to work with them for months to resolve this and supplied proof which was received and accepted that I tried to cancel the contract more than a year before the contract ended.  Nowhere in their contract does it say that I have to request to cancel more than once, it is apparrent that this is their business model with the micro-print on the contract and the fact that they have an auto-renew clause in their contract that intends to trap victims of their scam into another 3 years of an over-priced service(why else would they have an auto-renew without any flexibilty)?  If I was the only business complaining about this, then it may be my mistake and oversight, but this is a pattern that has been reported to the BBB and appears to be their standard. I gave them several options that would be acceptable to me to cancel, none of which was accepted, the only thing they offerred was another 1 year contract in lieu of a 3 year contract that would not even include the 7 months that had passed.  The last thing that I would want to do is agree to another contract with this shady company.  This is a definate buyers beware company, they are very shady in the way that they conduct business and utilize their distance from the ** to insulate themselves. 
  
  Sincerely,
  
  **** *********them that they do not have to notify me in any way to renew the contract and that it was in the agreement. They have not been able to provide me any evidence that I agreed to a contract extension or a statement from me where I said anything other than I want to cancel which I told them in December of 2022. I have gone back and forth with this company and have been told that they will pursue legal action against me for $18,725.40 plus court costs which is what they said would be the balance of the contract. This is in spite of the email trail showing that I wanted to cancel more than a year prior to the beginning of a new contract period. Upon doing some research, after the fact, I discovered that this seems to be their normal way of doing business when going to the BBB website and looking at the complaints, with several of them having similar issues. I have all of the emails and a copy of the contract, time is short if they are in fact going to take legal action against me.

  

  Business Response

  Date: 10/07/2024

  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 set out to ensure you have continuity in your productions and include full details of the cancellation terms therein. Having reviewed your account, I can see you are in contact with our *********** team. They are best placed within the company to deal with all cancellation requests and are happy to help find a resolution.
  
  Please know that all client feedback is taken seriously and applied to help us improve our services in the future.   
  Thanks again,  

  

  Business Response

  Date: 10/17/2024

  Hi ****,
  Thank you for your additional comments. 

  
  I can assure you that our responses are not auto-generated. I have looked into your account and though we are unable to go into individual account specifics on a public forum such as BBB in order to protect all client confidentiality,  your *********** Director remains the best placed person within the company to resolve these issues, as they are closest to your specific circumstances. 

  I encourage you to continue your contact with them to settle on a solution.

  Thanks again.

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22349727
  
  I am rejecting this response because:
  Please re-open the case/complaint, I never received the email stating that they had replied to my complaint in order to address this.  This is still an ongoing issue and they now are turning me over to collections and pursuing legal action against me. 
   
  The client care managers solution is unacceptable as it is another contract for an additional year for $4188 beginning when I sign, in addition the roughly $3600+ was not going to be refunded or credited that they took out of my account after the end of the contract period.  I engaged with him repeatedly and explained that I wanted to cancel the contract a year before it was set to expire, which he acknowledged repeatedly, but was not accepting that and stated on the phone that I needed to request to cancel the account again when it was closer to the end of the contract, although it does not address this in the contract.  He also repeatedly stated that per the contract they can renew without contacting me, that it was in the contract and that they were not bound by normal laws because this was a business to business transaction, although he continued to ignore the fact that I did try to cancel a year prior.  This matter is not closed, their only solution that was offered was in essence, (we took the money after your contract ended and keeping it because we renewed it, we will start a new contract for 1 year instead of 3 years(from the time you agree to it) and not pursue legal action against you for the balance of another 3 year contract for 18+ thousand dollars).  Buyer beware when dealing with this company, definitely read the SMALL print, and it is definitely SMALL.  I am not sure how things would have been different had I called them again 30 days before the contract ended  as reported by other people that have dealt with them and put in their complaints.  It appears that I will be going to court with this company as that is what the care manager advised me was going to happen, and that they would be pursuing legal action. 
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:09/11/2024

  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.

  After a great sales call, I signed up with PHMG on a 3 year contract. A couple weeks later they sent the initial script for my review. It looked like it was written by a 5th grader. I was sold on the concept that professional writers, professional composers and professional voice artists would be used. I expressed my displeasure and inquired about the cancellation policy, since I had lost all confidence in PHMG's ability to provide a working product. I was informed that if we were to cancel, that PHMG would charge the full contract amount of $395/mo. x 36 months, for a total of $14,220, even though they were unable to provide a single working deliverable. So rather than push the issue and get legal involved, I decided to move forward to the next step. I discarded their scripts, wrote our own and sent them over to my account **** The account *** then sent me a zoom meeting invite with his "head of creative." Well, the so called head of creative completely blew me off and was a no call/no show to our first meeting. Having little to no confidence in this company, I emailed my account *** again, expressed my displeasure and asked a clear question about PHMG's contractual obligation to their customers. My account *** responded with a deflection claiming that a different colleague of his, who I'd never heard of was waiting for me in a different meeting room, that I was never provided a link to. Additionally, my question about PHMG's contractual obligation to their customers, was completely ignored. Based on my early observations, this company seems to profit by locking their customers into a non-cancellable contract with zero warranty to the quality or timeline of their deliverables. If you inform them of your intent to cancel, they will charge your bank account for the full amount of your contract and stop doing all work. They literally get free money when you cancel. This company is deceitful, predatory, unethical and should be sued into bankruptcy.

  

  Business Response

  Date: 09/24/2024

  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 set out to ensure you have continuity in your productions and include full details of the cancellation terms therein. Upon reviewing your account I can see that you have an established dialogue with one of our Client Success Directors, who is best placed at the company to come to an amicable solution to this issue. 

  I hope we will be able to find a way of working together to demonstrate the excellent creative talent we have here at PHMG. 

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

  Thank you. 

• Initial Complaint

  Date:08/27/2024

  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.

  Exercise a high level of caution when dealing with PHMG. The lack of professionalism is evident both in their templated responses and in other reviews and only confirms our experience with them. We signed a 3-year contract in 2021, which initially went smoothly and had a good working relationship between the two entities. As the contract neared its end, we informed them well in advance that we did not wish to renew, knowing they had an automatic renewal policy. Following our notice, we observed an immediate decline in their service quality, a lack of professionalism, and persistent pressure to renew. Their contracts prohibit the use of any of the audio files/assets after the contract end date, with penalties for breach of contract. Aware of this, we offered them the opportunity to review our system before the contract's end to ensure compliance. They stopped responding to our communications, but after the contract expired, they contacted us by email to notify us of a breach of contract, charging us and saying the contract is renewed till 2027. The punch line is they identified the breach using a recording we sourced locally that was not even from them. We suspected they would try to lock us in a contract but to use the excuse of an audio file that is not theirs is beyond comprehension. It is important to highlight that we are a non-for-profit national organization, yet PHMG persisted without hesitation in pressuring us for renewal and attempted to enforce the automatic renewal despite the ample notice we provided.

  

  Business Response

  Date: 09/10/2024

  Hi ****, 

  Thank you for taking the time to leave feedback - we are sorry to hear your experience with PHMG has not been 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. I can see you have been in contact with our Client Support Team who are offering to find an amicable solution. Please do return this contact as they are best placed to resolve this issue for all parties. 

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

  Thank you. 

• Initial Complaint

  Date:08/15/2024

  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.

  As you can see by the MANY complaints from MANY unsatisfied customers, this is consistent with this company. We (Tried) to sign up in September of 2023. The implementation process was a joke. Although they began charging us, it took 3 months for them to finally get it going. Also during this process, they told us we had to purchase extra options from our current phone provider. Which understood and did. We were satisfied after 3 months, the product was working. However, here we are, almost a year later, and it's not working. I have been passed from *** to ***, all of them telling me they are the "Service Manager". When I notified them it wasn't working, they got me on another call with another ***. This *** told me we now have to purchase an additional $269 a month worth of options to make the product work. I asked him how it worked before (I personally checked it) and he said he had no clue. I said, Ok, so what you are telling me is we haven't had service in almost a year and you guys have said nothing? Which means you never finished the implementation process? He said the same thing the last *** said which was "I can assure you that we will make sure you are our top priority and we will resolve this." He then went to tell me the best solution was for us to cancel with our current phone company and go with another one that they use. Which would be thousands of dollars. This company has been a disaster since day one. At this point, please do not "auto copy and paste" your resolution about a client success manager, or the other one about "continuity" in our product. The last thing I want at this point is continuity. We have 3 companies that we signed up with these guys, and all three haven't had service. There is a reason they lock you into 3 years. And it's not for continuity. It's because they know they will not be able to provide the service, and they are ready to hold you to your 3 years. Buyer BEWARE!!!!

  

  Business Response

  Date: 08/28/2024

  Hi ****,

  Thank you for taking the time to share your experience of working with PHMG - Sorry to hear it has not been to the standard we strive for. 

  I can assure you we have taken the time to look through the history of your account, and can see you have been escalated to our Client Success Director. The reason why we emphasise the importance of contacting your Director is that they are the best suited in the company to sort these kind of issues for you. That is why I ask that you return their contact in order to resolve this issue. 

  Please know that all feedback is taken seriously to help improve our service.

  Thank you. 

• Initial Complaint

  Date:07/31/2024

  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 was contacted by PHMG through a man from ********** that described his product for advertising and wanted to send a salesman by to demo the product. The salesman was very polished and stated he was one of two owners of the company. I have since learned that is not true. We talked about the product and the price and I told him I was not comfortable with a three year commitment. That was not a problem he assured me. You can cancel anytime with a 30 day notice once the creative department had finished the ads. We could cancel anytime before they started work. This addressed my concerns and he filled out a form and I signed. He was supposed to send me the contract and I would then supply him with payment information. Nothing came. Their creative department called and I informed them that I was canceling the service. They said very little and things went quiet for about a month. Suddenly I get threatening calls for collection I have since done the research and found PHMG's their track record to be horrible with over 60 complaints in three years. Many of them with the same complaints and false promises that I received. After reading these complaints I would never allow them to have any access to my bank accounts. This companies practices for sales are based on deceit. This is not an accident. They are too well rehearsed and the complaints are all the same. I would like to mention that this company claimed to have support of my franchise home office. This too was a lie and they do not endorse this company.I am exercising my right to cancel as verbally expressed by the PHMG representative. I am demanding a copy of the contract and I am demanding they honor their representative's verbal commitment and release the my company from the contract.

  

  Business Response

  Date: 08/09/2024

  Hi *****. 

  Thank you for taking the time to leave feedback. We are sorry to hear your experience with PHMG is not to the standard we strive for. 

  I can see you have been in regular contact with your Client Success Director. He is best placed to help find a resolution to this issue, I hope your upcoming call can address your concerns. 

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

  Thanks again.