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:12/19/2022

  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.

  DO NOT HIRE THESE CROOKS.This company will silently renew your contract for another 3 years. I told them months ago, I did not want to renew and now they can't find the email. They tell me you have to cancel in writing 42 days before the end of the contract. I'm not the only one with this complaint. I will continue to post our experience with this company all over social Media and review sites until they cancel my contract. You also cannot use their recordings when you stop their contract. All of these things were not disclosed and probable buried in the pages of fine print.THIS IS BAD BUSINESS.

  

  Business Response

  Date: 12/28/2022

  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.I can see you've been in touch with our Client Support Team, and had accepted a solution to allow us to continue working together. We have been in contact with you since the complaint, and you have confirmed that although you accepted this, you still want to cancel. I would like to set up a meeting with our Head of Client Support in the new year to get this matter resolved, and will be in contact via email after the festive period.
   
  Thanks again,

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 1, **** I was approached by a PHMG sales person who aggressively sold there services for over an hour. I finally agreed to their providing the services if I got both the service for both of my stores for the cost of one. I pointed out that he was documenting the paperwork in accordance with our agreement, to which he responded in effect 'don't worry, these are standardized contracts and I will fix it with the office later.' I also pointed out that one of my stores used plain telephone lines, to which he responded in effect 'we can work with any phone systems.' I could never get the salesperson again after he left the store that day. In the end I have been charged the full price for both locations, while the second location the PHMG technician told me I would have to upgrade my phone system/service for them to be able to service it. In short, I was told by the salesperson that I would get their service at my two locations for the price of one, while what I got was their service at one location for the price of two. Over this last weekend I saw the charge for PHMG on my bank statement and decided to cancel it, which I tried to do by email. I got a call today where a man that said my contract automatically renewed for another three years in May of this year and that I would have to pay PHMG over $9,000 to terminate the contract. From the outset PHMG has not fulfilled anything that the salesman said that they would, as such their was never a 'meeting of the minds'. In my experience PHMG has used deceitful sales tactics, and their insistence that I be held to a contract that they have never delivered on is absurd to me.

  

  Business Response

  Date: 12/06/2022

  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.I can see you've been in touch with our Client Support Team, and as you gave notice to cancel your contract, we have now cancelled this for you. There is no outstanding balance left for you to pay on this contract.
  
  Before closing your case, 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:10/27/2022

  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.

   
  Complaint: 18324214
  
  I am rejecting this response because:

  Because you guys are very bad business.  We were never explained that the contact auto renewed.  Also that when we quit we could not keep our recordings.

   

  You guys are crooks.  Please cancel my account.  I have already deleted the content.  You can very at ************

   

  Please never ever contact me again.

   

   

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

  

  Business Response

  Date: 11/01/2022

  Hi *****,
  
  Thank you for reaching out, and I am sorry that you have had a negative experience with PHMG. We've investigated your complaint thoroughly, and wanted to come back with our findings.

  
  To attempt to resolve this, I passed your complaint on to ****,our Head of Client Support who has tried to call but has been unable to speak to you. Our contracts are set up to ensure you have continuity of service, and you can continue to play your messaging. Although working together would be our preferred option, if none of the options offered are suitable, we could proceed with cancelling your contract, under the terms of your contract.

  
  If you would like to discuss this further, please let us know and we can arrange a meeting with our Head of Client Support.
  
  Thank you.

  

  Business Response

  Date: 11/15/2022

  Hi *****,
  
  Thank you for getting back in touch. As I can see from your account, this has been cancelled from October 29th 2022, so you are no longer in contract with us. Your contract did not automatically rollover as you informed us you wanted this to end at the renewal date.
  
  Again, I am sorry you have had a negative experience. As our contracts are set up on a licencing basis this means you no longer have an active licence to play the productions. I want you to know we do take your feedback on board regarding licencing terms and this will help us continuously improve as a business.
  
  Thank you.

  Customer Answer

  Date: 11/16/2022

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

• Initial Complaint

  Date:10/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AUGUST 1 , 2022 PHMG may respond quickly to complaints and they know they are cheating customers. So by responding quickly, they look like they care. They do not. PHMG uses a practice of automatically renewing contracts without the consent of the customer. We saw this clause in the contract when we signed back in November of 2019 and told the rep we were not going to auto renew. Turns out that what you tell the sales rep has no binding on the signed contract. They rep agreed to the terms we requested and did not follow up with a revised contract. We sent a cancellation notice to PHMG in ******* and they did not respond to document requesting that we were not intersted in continuing with the service. We got a phone call stating that we were auto renewed for another 3 years. I told the rep we were not interested in renewing and that we were not going to sign any contract for another 3 year term. I reminded the rep that we told the original sales rep when we first started that we did not want to auto renew. His responce was "too bad, you are already renewed" We are moving from a voice service to a video service in late October and the **** serice will not work with our system. We do not want it, we do not need it and we did not auto renew. **** practices a very deceptive business practice of auto renewing services because they know that there are customers that do not want the service and **** will not cancel a service they auto renew and without the direct conscent of the buyer, even after they were informed that we did not want to auto renew. The last call to me the rep stated that he was going to *********************** for the 3 year term that we did not request, nor did we sign up for. Dear BBB, this company should not be doing business the *****************. They practice predatory techniques and will not work with companies to cancel unwanted services that cannot be used. I am very surprised PHMG is in business the way they treat customers.

  

  Business Response

  Date: 10/24/2022

  Hi ****,
  
  Thank you for reaching out, and I am sorry that you have had a negative experience with PHMG. We've investigated your complaint thoroughly, and wanted to come back with our findings.

  
  Our contracts are set up to ensure you have continuity of service,and you can continue to play your messaging. I can see that you have previously outlined your concerns to ***, our ****************** Director who has reached out with some options to allow us to carry on working together. Although working together would be our preferred option, if none of the options offered are suitable, we could proceed with cancelling your contract, under the terms of your contract.

  
  If you would like to discuss this further, please let us know and we can arrange a meeting with our Head of Client Care.
  
  Thank you.

• Initial Complaint

  Date:08/26/2022

  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 noticed that we had an automatic Debit to our account quarterly made out to PHMG, and began to look through the old files to see what it was. We had no contract, paperwork or anything to explain the draft. I contacted via email, a person who was going to have my account manager call me. This was on 7/19/22. I was contacted 7/21/22 by a ******* from ****** and was told what the service was and they sent me a one page agreement and a slick ad of their ******* office. I told them I wanted to cancel the contract. The next day I was contacted by ******, a *********** Director also from ****** who told me to check the contract, and that we had just renewed for another 3 years. I informed him I never had a contract. I was the new office manager and had found no records of PHMG in my last 10 years of files. He did send me the "contract". It was a signed by the owner sheet of paper with his signature and a ********************************************************************* wanting to know specifically when they contacted us to inform of renewal. Finally, I got a straight answer from this guy, which was, they don't contact for a renewal, and you need to give 42 days written notice of cancellation or the contract renews automatically for another term of 3 years. I told him I wanted to cancel, and he said I couldn't, it was a binding contract. I asked to speak to the next level up, and his response was that he wouldn't be able to give me a better deal either. They offered to omit one quarterly payment, and sent me to my account manager, to make my voice mail pop. I have gone around and around with them. They don't call or respond to emails for weeks on end, and then when you have a decision to make, they hound you. I told them my legal person was going to look over the contract, and I was told their legal team were "Rottweilers" and I didn't stand a chance. I am contacting my attorney sending him this "contract and cancelling this service. Its a sham.

  

  Business Response

  Date: 08/31/2022

  Hi,
  
  Thank you for reaching out, and I am sorry that you have had a negative experience with PHMG. We've investigated your complaint thoroughly, and wanted to come back with our findings.

  Our contracts are set up to ensure you have continuity of service, and you can continue to play your messaging. I can see that you have outlined your concerns to Callum, as well as ***, our *********** Director, who have both reached out with some options to allow us to carry on working together. Working together would be our preferred option, however if none of the options offered are suitable, we could proceed with cancelling your contract, under the terms of your contract.

  If you would like to discuss this further, please let us know and we can arrange a meeting with our Head of ***********.
  
  Thank you.