Complaints

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

• Initial Complaint

  Date:02/06/2025

  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.

  I went to check on my kiosk and it was replaced with another kiosk from another business. I reached out to Terraboost and they informed me my kiosk was gone a month and a half. I was charged for the time it was gone and I asked for those months to be refunded, as I am paying $200 a month. They refused to refund those months and also have stopped answering my calls and emails. I spoke with *** ******, a sales **** once on the phone. I told him that I am a pregnant small business owner and am looking for help to have my business refunded and have this contract terminated before I have my baby and go on maternity leave. I should not have to constantly check on a kiosk I am paying for when Terraboost is supposed to be ensuring my advertisement is where its supposed to be. He said he would call me back - Crickets for over a week now and Ive since left another voicemail and email. This is how this company treats business owners and pregnant women.

  

  Business Response

  Date: 02/18/2025

  This has been resolved. We have since worked with the client to assist her and processed a refund for amount in question on 2.13.25. 

• Initial Complaint

  Date:02/03/2025

  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.

  ON SEPT 4 2024 I SIGNED UP FOR 3 MONTH CAMPAIGN WITH 10 **********, AFTER I SIGNED THE CONTRACT THE *** TOLD ME THEY CAN ONLY GIVE ME 9. AFTER WAITING ALMOST 2 MONTHS THE DESIGN TEAM CONTACTED ME TO START AND DID A HORRIBLE JOB,SO I PAID MY OWN PERSON EVEN THO THEY CHARGED ME 275. THEN IN ALL 3 LOCATIONS THEY PLACED BILLBOARDS IN WRONG SPOTS, HAD WRONG GRAPHICS. THE MANGER THEN GAVE ME 2 MONTHS FREE. IN MONTH 4 THEY CHARGED MY CARD 1750 AND 1500 IN MONTH 5, WHEN THEY SAID IN WRITING I WOULD HAVE 2 MONTHS FREE. NO ONE CALLS BACK AND FINALLY TALK TO SOMEONE AND THEY ARE PLAYING GAMES, DRAGGING IT OUT 45 DAYS.

  

  Business Response

  Date: 04/16/2025

   **** ****** has reopened the case regarding the clients request for refund and will be in touch with ***** on 4.16.25 to seek resolution. 
  

  
  

• Initial Complaint

  Date:01/27/2025

  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.

  I paid TerraBoost Media last year to run a 6 month ad campaign for me utilizing some sanitary wipe kiosks. toward the end of the contracted time they began sending me emails stating that my campaign would end if I did not renew. I did not intend to renew, we were moving on to other marketing strategies. a few weeks after the campaign was to end, there was a charge to my bank acct in the amount of $350. I contacted the company and they advised that my campaign was automatically renewed despite my knowledge or permission. through a series of email exchanges they offered an apology and sent me a refund in the amount of $350. this was all back in October of 2024. this past Friday, 1/24/25 there was suddenly another $700 charge to my account. I again contacted them, and sent them all of the previous emails canceling any further business with them and referencing the refund that was sent at that time, however they stated they will not be refunding it and that I should seek reimbursement from my bank. now they will not respond to emails or nor phone calls.

  

  Business Response

  Date: 02/22/2025

  We are working with the client on returning the most recent charge. 

• Initial Complaint

  Date:01/25/2025

  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.

  Since November 28, 2024, I have made multiple attempts to contact Terra Boost about my missing advertisement at the *** in ****************. My ad has been missing since mid November 2024 and is still not present as of today, January 25, 2025. I have contacted them by phone and email multiple times with only one response offering me a different location which I do not want and did not sign up for. I have requested to be refunded the 2 months of missing ads and termination of the contract, as they have been in breach since mid November. They are billing me for an ad that they are not providing. I have notified them that they are not to auto charge my card any longer and that I want a refund. No reply. This is fraud. Additionally, I had earlier issues in my campaign with them as well where my ad went temporarily missing.

  

  Business Response

  Date: 02/18/2025

  We have uncovered a venue-directed reduction in advertising units within the desired store. We are working with the client on refunding the two most recent charges associated with the advertising campaign. 

• Initial Complaint

  Date:01/24/2025

  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.

  We (Gentle Touch Pet Training) entered into a 12 month contract with Terraboost Media in May 2023. In March of 2024 our sales representative, ****** ****, reached out by email to see if we wanted to renew and we said no. We are a nonprofit and did not have the budget to continue the advertisement. Our last scheduled monthly payment to our credit card was in May of 2024. Then we received another charge to our credit card in August 2024. We contacted their customer support and they refused to refund the charge saying we signed up for automatic renewal and needed to login to their portal to cancel (even though we had already emailed our sales representative that we would not be renewing). In January of 2025 we just received another $500 charge on our credit card that they are also refusing to refund saying it was for previous months owed. Our 12 month contract was for $3250. We have now been charged $4000. They seem to just charge our credit card whenever they feel like it even though we are not doing any business with them anymore.

  

  Business Response

  Date: 02/18/2025

  We have confirmed an inadvertent charge in our system which occurred after client had previously submitted a cancellation. We are in the process of refunding that charge to the client. 

  Customer Answer

  Date: 02/24/2025

   
  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 as long as I actually receive the refund. As of this time, I have not received the refund yet. 
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 22855323
  
  I am rejecting this response because: I would like to reopen my complaint (ID: *********. The business said they would issue a refund, so I marked the complaint as resolved. However, I still have not actually received the refund. I have tried to contact the business again multiple times to check the status of the refund with no response from them. 
  
  Could this case please be reopened so the business will follow through with the refund?
  
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 04/24/2025

  **** ****** has reopened this case internally to investigate why Mr. ********* refund owed was not processed and is working with the accounting team to remedy. 

• Initial Complaint

  Date:01/22/2025

  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.

  I paid $3K for an advertising campaign that started in July 2023 and ended July of 2024. I did not renew since this did $0 in revenue for my business. Fast forward to Jan 2025 and I wake up to a random charge from them for $300! They were NOT authorized to charge my card. I want my card removed from their system and Ii want a refund. NO ONE GETS BACK TO ME. I have sent so many messages!!

  

  Business Response

  Date: 01/23/2025

  At Terraboost Media, we take customer complaints seriously and work to resolve issues as quickly as possible.  Ms. ****** reached out to us regarding her cancellation request, and we processed a refund to her on 1/22/25.

  Customer Answer

  Date: 01/24/2025

   
  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,
  
  Abbey Little

• Initial Complaint

  Date:01/21/2025

  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.

  We originally purchased advertising with this company. When our term ended we did not renew. They renewed anyway. We called and complained they said we are sorry it won't happen again. It has now happened 2 additional times, where they have fraudulently charged our account for $240 that we did not authorize. Each time we call they state they are sorry and have set this up so it won't happen again then it does. We have the emails confirming this, but they still do it. We have canceled the debit card they used this last time but this is not right.

  

  Business Response

  Date: 02/18/2025

  We apologize for the inconvenience, and this is closed. Processed a refund back to the client regarding the charge in question on 1.28.25. 

• Initial Complaint

  Date:01/07/2025

  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 had an extremely disappointing experience with Terraboost Media. I contracted and paid for a campaign ***** for my *********** business. The company removed my ad before my contract was over and replaced it with a weight loss ad, but still charged my account. They charged me as well as the client with the new ad, which is very deceptive! I reached out to ***** ******, Senior Account Executive for ********************** to request a refund for the time my ad was not in the store. In his response he didnt even apologize for the error and he also advised that as far as the refund that is covered in their contract which states, they are only required to correct the problem whether the situation was beyond their control or not. Conveniently, this issue is already in the contract which leads me to believe that they do this OFTEN!! Despite multiple attempts to address the issue, their team was very evasive, offering excuses instead of solutions. Their deceptive practices and lack of transparency have left me feeling misled and out of pocket for services I did not receive. I would strongly advise anyone to avoid this company and look for a more reliable and trustworthy provider. SOMETHING NEEDS TO BE DONE ABOUT THIS COMPANY RIPPING OFF SMALL BUSINESSES!!

  

  Business Response

  Date: 04/16/2025

  We have resolved the current issue with the client and have made amendments to the advertising campaign revising the payment schedule and adding supplemental ad flight time. We also have received notice of intent to cancel and the end of the current advertising term and ensure the cancellation occurs. 

• Initial Complaint

  Date:12/30/2024

  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.

  On 11/19/24 I signed a contract with Terraboost Media and LeadGenius360 AND paid for a full year of advertising on a wellness kiosk to be placed in my local grocery store and design services were included. On 11/25/24 I went online, as instructed, and submitted many graphic materials and guidance for my design and was told to expect a proof in 3-5 business days. I never received any design proof so on 12/4/24 I directly emailed the Designer noted in my account and received no response. On 12/24/24 I received an email stating that a generic ad would be processed "If we can't connect by (enter date). . ." literally that is what the email said "(enter date)" and I responded THAT DAY stating to NOT proceed with a generic ad and to proceed with a proof from the materials I had provided. On 12/30/24 I called customer service, didn't reach a person, but left a message, then later in the same day I was contacted by text and sent a design proof which is not any better than my 12 year old could have generated and not aligned with my full brand colors. THEN later the same night I received an email stating that my "billboard" has already been installed. I went into my online Terraboost account and tried to submit a Help ticket but received an error message. I PAID IN ADVANCE IN FULL $4455 and I am completely dissatisfied and confused as to what is happening!!!! And I do not trust that they are going to fulfill the services as promised.

  

  Business Response

  Date: 01/14/2025

  At Terraboost Media, we take customer concerns very seriously. After looking into Ms. ******** concerns, we uncovered an artwork issue that was preventing her advertising campaign from launching on time. We are currently reaching out to her to communicate the issue and work with her to get her artwork completed. 

• Initial Complaint

  Date:12/21/2024

  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.

  I signed up with this company for as ***** advert. At the end of the unsuccessful campaign they asked if I want to continue the campaign and I declined. They continued to debit my account and when I complained they promised to refund the money in 7-10days. We are in the second month now and despite several emails even to the CEO no refund has been issued!

  

  Business Response

  Date: 01/03/2025

  At Terraboost Media, we take customer complaints seriously and work to resolve them as quickly as possible. After reviewing the situation with Mr. ***** campaign, we are prepared to issue a refund. Since Mr. *** filed a dispute with his credit card company, we are required to wait until that dispute is cleared before we can issue the refund. As soon as the credit card dispute is resolved, we will issue the refund to Mr. ***.

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22718263
  
  I am rejecting this response because:  It was a debit card and not a credit card and the card has not issued a refund of the money.
  
  Sincerely,
  
  ***** Ode

  

  Business Response

  Date: 01/24/2025

  At Terraboost Media, we take customer complaints seriously and work to resolve them as quickly as possible. After reviewing the situation with Mr. ***** campaign, we are prepared to issue a refund. Since Mr. *** has filed a dispute with his payment card company, we cannot issue a refund until that dispute is cleared As soon as the payment card dispute is resolved, we will issue the refund to Mr. ***.

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22718263
  
  I am rejecting this response because: I received only $239 credit on my debit card card dispute, the second $239 was rejected because Terraboost submitted the attached document as proof of my order to the Bank. The document however clearly states that I should renew the advertising campaign by a certain date which I did not do. In addition to declining to renew the campaign I also sent them an email cancelling the campaign, they however still went ahead to debit my account twice! I have only half of my money back so Terraboost still needs to refund me the balance of  $239 if indeed they take customer complaints seriously.

  They have not acted in good faith in my opinion and should refund me promptly so we can put the matter to rest. I am not even asking for interest on my money they have held on to for several months. 

  Thank you!
  Sincerely,
  
  ***** Ode

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 22718263
  
  I am rejecting this response because: I am contacting you again about the above case number where Terraboost stated they were committed to refunding my money but that they had to wait for the Bank dispute process to play out. The Bank has refunded only $239 for one transaction but declined to refund the $239 for the initial transaction stating that Terraboost informed them a service was provided which is clearly not the case. 
  This has taken too long and is very unfair to me. I ask Terraboost to do the right thing and refund my money like they have promised to the BBB.
  Thank you!
  
  Dr Ode
  
  

  

  Business Response

  Date: 04/16/2025

  We have processed the necessary refunds back to the client.

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 22718263
  
  I am rejecting this response because I have not received the refund of $239 that they say has been issued. 
  
  Sincerely,
  
  ***** Ode