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:11/13/2024

  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.

  After I contacted *************************** in early 2024 and initially decided not to work with the business, ******* Kelley reached back out to me six months later and offered a reduced price. She convinced me to sign a contract in July 2024 by making verbal promises regarding the ** strategy for my book. The company requires a payment of two months upfront - $8,000. After my check was cashed I didn't hear from *************************** for over a month, despite a contractual obligation to provide regular communication. After I repeatedly reached out and was ignored, I was finally sent a generic spreadsheet which didn't match the kind of ** outreach we had discussed up front. There were no details included in the spreadsheet - no real evidence that any ** outreach for the book was actually performed. In fact, no evidence was ever presented to me that they met any of their contractual obligations. The firm failed to deliver a single valuable ** opportunity for the book. I lost $8,000. What's worse, a ** firm is supposed to specialize in communication. This firm has the worst communication of any business I have ever interacted with. I repeatedly tried to discuss the issue with *************************** but was ignored. I tried to obtain a refund but was rebuffed. When we have been the victim of a business that takes a customer's money, but fails to deliver on contractual obligations, we need to warn others not to do business with the entity. The vast majority of us operate with a moral and ethical code of conduct when we do business. *************************** lacks integrity, transparency, accountability, or respect for their customers. I wish I had checked the reviews on the BBB site before engaging with ***************************. Reviews on the BBB site suggest that there is a disturbing pattern here with customers complaining about the exact same issues with this firm as I do, including someone who is disabled. An individual even created a website to warn others: *******************************************.

  Business Response

  Date: 12/16/2024

  
  I am writing in response to the recent complaint lodged against Kelley & Hall Book Publicity, which I believe misrepresents both the nature of our business relationship and the services provided. I want to address and dispute the various claims outlined in the complaint, as I have provided the necessary services in good faith and have always acted in line with our contractual obligations. Below, I address each point raised:
  
  1. Reduced Price and Verbal Promises

     The complainant asserts that I reached out after six months with an offer for a reduced price and made verbal promises regarding the ** strategy for their book. It is important to note that our decision to offer a reduced price was made in consideration of the client's specific needs and was part of an ongoing dialogue about how we could provide value to their project. Any verbal conversations about ** strategy were intended to outline broad strokes, with the expectation that both parties would mutually agree on a more detailed plan once the contract was signed. There was never an intention to mislead the client, and the contract was signed with the understanding that a more tailored ** strategy would be developed.
  
  2. Payment Terms

     The complaint mentions a payment of $8,000 required upfront, which is standard for our business model to secure the necessary resources and time to begin executing the ** campaign. This upfront fee was outlined in the contract, which the client signed willingly and with full understanding of the terms. The client was given a clear and transparent breakdown of the services included in the fee.
  
  3. Lack of Communication

     The claim that the client did not hear from Kelley & Hall for over a month after the payment was processed is inaccurate. As outlined in the contract, we work to establish a comprehensive ** strategy within the first few weeks of engagement, which takes time to research, plan, and execute. While there may have been a delay in certain communications, this was not an indication of negligence but rather the necessary time required to develop a well-thought-out strategy. The team continued to work behind the scenes during this period, which culminated in the deliverable that was eventually provided.
  
  4. Generic Spreadsheet and Lack of Evidence of ** Outreach

     Regarding the spreadsheet that was shared, this was an initial document intended to give the client an overview of the outreach strategy, including key media targets, suggested pitches, and potential ** opportunities. While the client may have expected a more detailed or different format, the spreadsheet was not meant to be a final representation of our efforts but rather an ongoing tool for tracking progress. We can confirm that multiple ** outreach initiatives were carried out, including press releases and media pitches, but we recognize that the format may not have met the clients expectations. Nonetheless, we did fulfill our contractual obligations by initiating outreach efforts on their behalf.
  
  5. Failure to Deliver Valuable ** Opportunities

     The complaint alleges that we failed to deliver a single valuable ** opportunity. This is a subjective claim, and while it is unfortunate that the client did not see the specific results they were hoping for, it is important to note that ** outcomes can vary depending on numerous factors, including timing, media interest, and the overall market. We worked diligently to promote the client's book, and while we did not achieve the exact outcomes expected, we did make substantial efforts, including pitching to relevant media outlets and securing some coverage. ** is not an exact science, and results are not guaranteed in every case.
  
  6. Lack of Transparency and Accountability

     The accusation of a lack of transparency, accountability, and integrity is particularly troubling. Our firm prides itself on professionalism and open communication. We have always made ourselves available to discuss the clients concerns, and any delays in responses were not an indication of intentional disregard but rather the result of a busy schedule or logistical issues, which were resolved once brought to our attention. We regret any frustration the client may have felt, but we stand by the work that was done.
  
  7. Refund Request

     The client claims they were rebuffed when requesting a refund. We have a clear policy regarding refunds in our contracts, which stipulates that refunds are not provided once services have been rendered. That being said, we are always open to discussing and resolving any concerns our clients have, and we would have been happy to work with the client on adjustments or alternative solutions within the scope of the contract.
  
  8. Public Complaints and Reviews

     Finally, I would like to address the mention of online reviews and third-party websites. While online reviews can be helpful, they can also be subject to bias and misrepresentation. Kelley & **** takes all feedback seriously and strives to continuously improve our processes. We encourage our clients to address concerns directly with us rather than relying on third-party websites that may not offer a complete picture of the situation.
  
  In conclusion, we stand by the work we have done and the integrity with which we operate. We recognize that not all outcomes meet every clients expectations, but we believe we have fulfilled our contractual obligations in good faith.
  
  Sincerely,  
  ******* Kelley