Complaints

This profile includes complaints for Social Owl, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Social Owl, LLC

  195 Congress St Portland, ME 04101-3682

  
• 

  Social Owl, LLC

  PO Box 369 South Paris, ME 04281-4422

  

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:05/10/2024

  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.

  In January, I purchased a comprehensive package from Social Owl, which was represented by ***************************, a partner at the time. The package was advertised to include a full suite of services such as SEO, ************** solutions, ************************* Paid Search and Social campaigns, and Lead Generation. The total cost of these services was substantial, reflecting a commitment to a high level of service and results.However, the services provided have been entirely unsatisfactory. The system does not operate as promised, and to date, none of the committed services have been delivered effectively. There have been persistent issues with the functionality and performance of the services, and my repeated attempts to resolve these issues have been unsuccessful and frustrating.After several attempts to rectify the situation with ***************************, he informed me via message that he was no longer with the company and redirected me to other contacts. Subsequently, I reached out to ***********************, another partner at Social Owl, who outright refused to collaborate with me to address the issues or to provide the services that were initially promised.It has now been five months since the inception of the contract, and I have yet to receive any of the promised services that justify the investment made. The lack of support, coupled with a non-functional system, has left me with no other choice but to seek a full refund.Given these circumstances, I request the intervention of the Better Business Bureau to assist in mediating this matter. I wish to obtain a full refund due to the non-delivery of services as contracted and the significant impact this has had on my business operations.

  

  Business Response

  Date: 05/14/2024

  Hi,

  We apologize for the situation.  The customer complains there were issues with the software however we have no record in our help desk ticketing system of the customers request(s).  We have a help desk that responds to clients within 24 hours of the request Monday-Friday.   Further, upon signing up to our program we provided a calendly link where the client can schedule a 1:1 training/coaching meeting at any time to make certain any issues/knowledge gaps are handled quickly.  Again, following the initial onboarding we have no record of such 1:1 meetings being scheduled. And so, given the client did not make an effort our standard terms and conditions drove the decision not to refund.  See **********************************************************************************************

   

   

  Customer Answer

  Date: 05/14/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Thank you for your prompt response. While I appreciate your explanations, there are several points I would like to clarify to ensure there is a complete understanding of the issues from my perspective.
  

  Help ******************** I have made multiple attempts to resolve the issues through the channels available, including direct communications with representatives like ***************************. After his departure from the company, I was left without proper guidance or support, which might explain the absence of formal tickets in your system. The transition was not communicated effectively, leaving me without a clear point of contact.
  

  Training and Onboarding: I acknowledge the provision of a Calendly link for scheduling 1:1 training sessions. However, the necessity for such training stemmed from the initial complexities and non-functionality of the system provided, which was not as user-friendly or turnkey as advertised. Additionally, my attempts to utilize this resource were met with scheduling challenges and, later, a lack of support following **** departure.
  

  Terms and Conditions: I have reviewed the terms and conditions linked in your response. While I understand that these are designed to govern the use of your services, the core issue remains that the services promised at the time of purchase have not been rendered effectively or as described in our agreement. This constitutes a failure to fulfill the contractual obligations, irrespective of the engagement efforts from my side.
  Given these points, I strongly believe that a refund is justified and appropriate under the circumstances. My intention was to engage fully with the services provided by Social Owl, but the lack of functional support and service effectiveness has impeded this possibility.
  I request that we revisit this issue with a view to finding a satisfactory resolution. I am open to discussing this further and can provide additional documentation of my attempts to engage with your team and system, if necessary.
  Looking forward to your understanding and a positive resolution.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 08/06/2024

  We understand and respect your point of view.  We believe the bottom line is we provided access to 1:1 onboarding and unlimited follow-up 1:1 sessions which were not utilized.  Had the client utilized these important sessions we feel the client experience would have been quite different.

  With Respect,

  SocialOwl

  Customer Answer

  Date: 08/07/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  While I understand your perspective and the emphasis on the 1:1 sessions, I must clarify that the primary issues extend beyond the potential benefits these sessions might offer.
  Communication and Support Gaps: To date, I have not received any proactive communication regarding the availability of these "1:1 onboarding and unlimited follow-up 1:1 sessions." Despite my attempts to engage and resolve these issues, no one has returned my messages or even extended an offer to schedule such sessions. This lack of support has significantly impeded my ability to utilize the service effectively.
  Unfulfilled Promises and System Functionality: I invested over $3,000 upfront for a full agency package, which included promises of leads, SEO capabilities, and a business reputation portalnone of which have been delivered. The functionality of the portal remains inadequate, and the leads, which are crucial to the value of the service, have not been provided at all.
  Given these ongoing issues and the substantial investment made without receiving the promised services, I believe a refund or a significant partial return of my payment is warranted. Alternatively, immediate provision of the promised leads and a fully functional portal would be an acceptable resolution.
  Request for Action: It is disheartening to experience such challenges after making a substantial upfront payment. The lack of response and the runaround I have been given are becoming untenable. I kindly request that we find a reasonable compromise that reflects the difficulties I have experienced and upholds the values of customer satisfaction and service quality, which I believe are important to Social Owl.
  Please consider this matter with the seriousness it deserves. I am hopeful for a prompt and fair resolution that compensates for the inconveniences and unmet expectations. Thank you for considering this further. I look forward to your reply.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:02/28/2024

  Type:Service or Repair 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.

  On January 25, I was emailed by a certain ********* from Social Owl reminding me about my renewal for their social media platform license (I purchased one the year prior) that will happen the following day. I promptly responded and told them that I did not wish to renew since I wasn't able to use their platform and just wasted my investment. ********* acknowledged my request and said that he would deactivate my account so it wouldn't renew. But on January 26, my credit card still got billed for $1,586.63. I immediately informed ********* and he was responsive at first but after a week or so, he stopped responding to my emails. In our last correspondence which was on Feb 10, ********* mentioned that they are still checking with their ********************** After that, I have consistently sent them emails about it but never heard back. I would like to seek your help in getting a refund for a service that I explicitly indicated I did not want. I would also like for them to remove my credit card information from their file so I will not encounter this situation in the future. Thank you very much for your help. I look forward to your guidance and assistance in getting my hard earned money back.

  Customer Answer

  Date: 03/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/16/2022

  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 4/26/22 I purchased what I thought was the perfect business opportunity from SocialOwl.com.Very simply after reviewing the training information I decided that this business opportunity was not what I was looking for and didn't want to move forward with the program. I asked for a refund 3 times with no luck. *************************** said too bad we got you! He told me I agreed to his terms and conditions and there were no refunds. Why should he be allowed to bury this information on his website and not stand behind his product / service? If I would have known this policy up front I would have never signed up.

  Customer Answer

  Date: 08/27/2022

  I have not heard from the business in response to my complaint.

  I have not posted any negative reviews anywhere yet. I am trying to give them the benefit of the doubt.

  I am sure they have a wonderful service but it is not for me.

  Sincerely,

  ***************************
  

  

  Business Response

  Date: 06/23/2023

  This is a situation where a customer purchased our product and after several months of total inaction on their part (no training -- they just sat around not working the business), requested a refund.  Sales are final -- that said, we take situations on a case by case basis.  IF the customer had been actually working the business and proactively gone through training -- a completely different discussion would have taken place.  

• Initial Complaint

  Date:08/01/2022

  Type:Sales and Advertising 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 purchased a license with ****************** in July 2021. This purchase came with resources and one on one training from the company as well. After purchasing a license for the software ********************** provides I requested training and to join their 60 day and 30 day challenges. Several attempts were laid with no assistance and by November -December 2021 I had made it very clear on the phone as well as via email I no longer wished to do business with Social owl. I was angry but took it on the chin as a bad purchase. This last week I noticed a charge on my account for another year of license from ********************. I have made 8 attempts to contact them to include phone calls, emails, and their supposed chat help to get answers as to why I was charged with no reply or assistance whatsoever. One of the founders was even contacted and he has still yet to reply or return and email/phone call. I reported this to my bank who is investigating the charge. I just want my money back and I could care less about ever doing business with these people or this company again.

  Customer Answer

  Date: 08/12/2022

  I have not heard from the business in response to my complaint. I have made more attempts but no help whatsoever.

  

  Business Response

  Date: 08/15/2022

  Already refunded. Error in billing

  Customer Answer

  Date: 08/15/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************************