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:03/07/2024

  Type:Product 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 cancelled service with them in April, they continued to charge until September. I brought it to their attention and sent the email confirmation that it was put in for cancellation. Ive been told numerous times I would receive a refund, but no one ever follows through or even calls me back. Ive spoken with 4-5 different people who say they will refund due to me cancelling the account, but it needs to go to upper management and then it dies there.

  Business Response

  Date: 03/08/2024

  Hi *****, 

  From our records, you spoke with a representative yesterday (3/7/2024) regarding your refund. During this conversation they let you know the refund was processed and should hit your account in a few days. Please let us know if the refund does not show up in the next few days, and we can assist you further.

  Customer Answer

  Date: 03/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. The refund was returned.
  
  Thank you. 
  

• Initial Complaint

  Date:03/04/2024

  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.

  This is an email i send to ********************* of Townsquare Interactive. I send him at least 8 emails and not once did he reply.I had 2 campaigns, ********** and *******. The ** add had ******* info, Phone number and florida cities i serviced, The ******* add had ** info, Phone number and ** cities i serviced, The attached photos show a search in ******* and the ** ad appears and nobody called for service for 6 months..***,I have been using your firm going on 5 months. I dont get any calls from either one. The ******* moldxperts.com has my ** phone number and says I service **. Who in ******* is gonna call a ** company to service *******? No one. Your firm has failed to fix it. Im listed as an Asbestos contractor, Sanitation contractor and Water damage restoration company.I AM AN MOLD ASSESSOR. I do water damage inspections, Mold assessments and VOC chemical analysis. I have asked ***** to call me for the las 2-3 weeks. No call yet. There are other issues. Can you help me?I HAVE 2 BUSINESS PROFILES BUT THEY BOTH SAY ****************** search Mold testing ***** has ********** PHONE NUMBER SAYS I SERVICE ** Moldxperts says Im in the sanitation business.Mold assessment ***** doesnt say I do mold testing.Mold assessments ******************************************** servicing ********** VOC testing ***** says I do asbestos testing.VOC testing ***** moldxpertsnj pops up.When moldxperts.com is searched it gets forwarded to Moldxpertsnj.com.I am not getting any calls.Are you able to help me?I have been in communication with ***** since August 17, 2023.I asked to add Ocean City to ** account.. They added it to *******.I spoke to ******* today and asked for campaign ops number. I called it was the wrong number.I have been asking your firm to do its job for months to no avail.

  Business Response

  Date: 03/06/2024

  Hello *******,We are sorry if there has been any confusion or miscommunication regarding your campaign. A representative has reached out and discussed this matter with you. We will continue to work towards a resolution to this problem.

  Customer Answer

  Date: 03/06/2024

   
  I am rejecting this response because it's way to late to be sorry. When I lost 6 months of business due to them they weren't sorry then. When I emailed the *** ********************* over 20 times he never answered any of my emails. He wasn't sorry then. 
  
  

  Business Response

  Date: 03/08/2024

  Hello, 

  As mentioned in the reply to your ****** review, one of our representatives reached out to discuss possible solutions. We have multiple resources here to help find a resolution besides ***, and would love the opportunity to do so.

• Initial Complaint

  Date:02/06/2024

  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.

  this latest issue has occurred in the past couple weeks 1 - the company promised us a dedicated technician to handle our account 2 - promised us 24/7 help/access to said technician 3 - our websites that they handle (our service agreement) shows "unsafe site due to expired SSL certificate" and "not secure"4 - weeks ago we asked them to rectify the issue: a. because it shouldn't show that; b. we were going to an event to promote our business where we would be sending thousands of people to our website 5 - weeks later, the issue is still unresolved AND upon them attempting to rectify, they took out the "shop now" button on one of our sites. so now we are losing money!6- we want the issues resolved ASAP, not being done.7- want 24/7 access as promised. now, we no longer have a dedicated technician or 24/7 help. when I call the help line, phone message states it's after hours.

  Business Response

  Date: 02/06/2024

  Hello ***,

  After reviewing both of your accounts, it looks like both websites have SSL and are updated - meaning it does NOT show "Not secure". Our business operates M-F 8am-5pm, we are not open on the weekends. We are more than happy to help with any issues that *** come up during business hours. Please let us know if the error / not secure message is showing on your end, as this *** be an issue with your internet provider. 

  Customer Answer

  Date: 02/07/2024

   
  I am rejecting this response because:
  1 - when they rectified one issue (in an untimely manner), they created a second issue which cost us revenue. They did not accept that they created the 2nd issue, therefore, they never rectified it. We had to have another company fix it, which cost us money.

  2 - when we became their customer, we were promised a designated technician. now we no longer have one.

  3 - when we became their customer, we were promised 24/7 access to said designated technician. now they have certain business hours.

   

  Business Response

  Date: 02/15/2024

  Hi ***, 

  As mentioned, your account showing "not secure" was not an issue that was created on our end - and was resolved as soon as possible. Our company is not 24/7 and we are unable to provide you assistance when our business is closed. We apologize for this inconvenience, however, we operate Monday-Friday and are closed on the weekends. We are more than happy to discuss getting you set up with a ************ of contact so you have 1 technician to speak with to make it easier to continue working with Townsquare. 

• Initial Complaint

  Date:01/30/2024

  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.

  We contacted our campaign manager, ************************* on 12/07/23 for an appointment. Appointment was set up on 12/13/23 at 1pm and we spoke about canceling our campaign that we pay $1,000 for each month. ****** promised us that we would NOT be charged in the month of January for canceling. We were charged in January regardless of his broken promises that were made. We have been trying to get in contact with ****** for OVER A MONTH as he disappeared and ignored us. I went through hoops trying to get in contact with him. Finally, on 1/17/24 I called for the last time and spoke to a lady named **** and she had to cc me on an email with ****** in order for him to call me. I finally received a call from ****** on 1/17/24 and explained how frustrated we are with how he has handled this situation with us as we have been a customer for YEARS. I mentioned to ****** that due to his excuses, lies and misinformation that he promised us, that we should be granted a refund. He flatly refuses to give a refund regardless of his mistakes. I also asked him why he ghosted us for over a month and all he can provide to me is excuses.I had also asked ****** to speak to his supervisor/manager, and once again, he refused. I ended up having to reach out to *************** and explained what has happened. I spoke to *** on the phone, and mentioned to him what we have been going through for the past month and a half. *** asked me what we wanted in order to leave on good terms and I told him that we should be given a refund. *** also mentioned that we arent *********** a full refund which I find to be crazy due to all the lies we have been told on behalf of ******. The communication from Townsquare is nonexistent especially when it comes to bringing up issues that you have with them. Townsquare has not tried to rectify a solution with us. At this point, we want the FULL AMOUNT of $1,000.00 to be refunded as our concerns have been neglected for a long time now.

  Business Response

  Date: 02/01/2024

  We appreciate you reaching out and providing feedback on your situation, and are sorry to hear you did not enjoy your experience. We would be more than happy to look into your account and history of communication to come to a proper solution. You can also reach out to ********************************************* to discuss a refund with them.

  Customer Answer

  Date: 02/05/2024

   
  I am rejecting this response because: *** still refuses a refund. ****** is the one who provided us with misinformation on his part which accountability should be taken. We were advised by ****** that a payment WOULD NOT be withdrawn in the month of January. Their response was that we were not overcharged, but ****** insisted on us not being charged when we canceled. If we were given the proper information from ****** who ran our campaign, we wouldn't be in this mess. 
  
  

  Business Response

  Date: 02/06/2024

  We appreciate your feedback and the attachment of email correspondence. We tried to give you a call earlier today to discuss this matter on the phone and determine a possible solution. We will be sending this information over to *** to see how this would have happened.  

  Customer Answer

  Date: 02/07/2024

  
  I am rejecting this response because: As I mentioned above, we should be compensated due to what ****** failed to do. ****** had done nothing to improve our campaign we did have.  Ever since **** decided to give a "free" month as you claim, (which by the way isn't truly free when you still charged us) our business suffered due to it. Our business suffered due to this as clearly it looks like no advertising was done. That would explain WHY we were slow and not getting calls like we did when we had someone else as our campaign manager.  I even mentioned to ****** that things were SLOW before we even canceled. Having to constantly speak to *** over and over about the same thing is getting us nowhere as he sees that ****** and him did nothing wrong. Only thing he can say is that they did their part on the Ignite side. Seems to me that all Townsquare cares about is money.
  

  How can you tell me that you all did everything you were hired to do? We hired you to advertise for our business, not to make our business suffer. That is on ****** and reflects Townsquare as a whole. There is only one solution to rectify this situation which is a refund for the amount of $1,000.00 which was taken out of our account in January 2024. 

  Once a refund is provided, I will mark this complaint as resolved. 

  
  
  

  
  

  Business Response

  Date: 02/15/2024

  Hi!

  The refund for your account has been completed. Please let me know if there is anything else I can do for you.

  Customer Answer

  Date: 02/15/2024

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

  Please have ********** contact me in regards to the email that I sent her earlier. 
  
  Thank you!

  
  

• Initial Complaint

  Date:12/14/2023

  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.

  We've been trying to get them to transfer ownership of our ****** My Business page for months and they say they're unable to. We need ownership so that we can sync our reviews and accounts to use the ****** leads service. According to them, it's a problem on ******'s end, yet I just transferred ownership of a different ****** My Business page to another marketer and it was instantaneous. This is hurting our business and feels extremely shady. We aren't even planning on cancelling with them because we have a good rate for website management, but this is ridiculous.

  Business Response

  Date: 12/21/2023

  Hello ****, 

  We are so sorry to hear this has been your experience. We have a tech team that specializes in issues like this and would be more than happy to walk you through this process. Please reach out to Townsquare and request you speak with the Tech team, they can assist you moving forward!

• Initial Complaint

  Date:11/16/2023

  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.

  My company signed up with Townsquare to build a new website. We were not receiving any benefit from their services so I cancelled them. Upon cancellation, they continued to hold my website hostage. I have transferred my domain back to the original website company I used prior but my website is still not live. It has continued to show the Townsquare Interactive logo on my website site. I am losing revenue because my website remains inaccessible.

  Business Response

  Date: 11/16/2023

  Hello Victoria, 

  We are sorry to hear the transition has not been easy so far. Townsquare has zero desire to withhold your website or domain from you. We have a team that specializes in all tech related issues that would be more than happy to resolve this matter and assist you moving forward. If the domain lives in an account owned by you, you will just need to re-point the domain at your previous website. If the domain is in our account, we just need to transfer it back to you. As mentioned, ************* that specializes in these issues would be pleased to resolve the situations. Please give us a call and request to speak with a member from the tech department, and they will help you from there!

• Initial Complaint

  Date:11/07/2023

  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.

  Unsubscribe is missing from your main screen.

  Business Response

  Date: 11/08/2023

  Hi there, 

  There is not an "unsubscribe" button, you will need to call our business and speak with a representative if you're looking to cancel services. 

• Initial Complaint

  Date:10/31/2023

  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 canceled the service several months earlier and keep getting billed each month, *********** was horrible and they didn't do what they promised. Then 1 month ago I brought it to their attention again and once again I got billed after it. They are the worst company on the planet all they do is bill you credit card and not give you any realistic answers. I would never use them again. Then the customer service representative just wants to argue with you on the phone instead of doing the right thing

  Business Response

  Date: 10/31/2023

  Hi ****, 

  I am sorry to hear you did not enjoy your experience with Townsquare, and understand this can be frustrating. After looking through your account and call history - there was not a cancellation request made on your account. 

  I see our representatives tried to reach out to you over the last few months, leaving voicemails to discuss your website. 

  We are so sorry if you feel there was a lack of communication, however, we will not be able to provide a refund as Townsquare did everything they could to try to contact you about your website. 

  Your account is cancelled out and you will NOT be charged moving forward. 

  Customer Answer

  Date: 11/02/2023

   
  I am rejecting this response because:  I did speak to a representative and informed them they are not managing my account months earlier and asked them why am I getting charged for services you are not doing for me?  Thy informed me its an auto billing system.  That is not acceptable.  They bill you and come up with excuses for why they bill you  and tell you too bad.  Very poor service is why I left and the over billing is just the icing on the cake.  I would never use them or recommend anyone use them.  They will hurt your business.
  
  

  Business Response

  Date: 11/02/2023

  Hello ****, 

  If you can provide us with time stamps of your cancellation request - we would be glad to give you a refund. However, we cannot provide refunds if there is no cancellation request. As I mentioned, we reviewed your campaign and did not see a request to terminate services. 

  If you are able to provide me with an email, or dates you called - I would be more than happy to bring this to finance. 

   

• Initial Complaint

  Date:10/23/2023

  Type:Product 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 regret getting in touch with this company to run my website S.E.O. I was paying $350 per month. the 3-4 month they ran my website I got 0 calls 0 traffic. I went from being the top 5 landscaper in my city, doing my own S.E.O. ( with 0 website experience) to top 20 landscaper after they took over my S.E.O. I told them to cancel my account 8/16/2023 and the customer service representative told me they will give me 1 free month so see if I want to change my mind and stay with them but we both 100% agreed that I would not be charged after that free month and that my account with them was canceled. Last month they charged me $250 and when I called them to discuss this, they are basically telling me they have me on audio agreeing that if 'I DO NOT CALL BACK AND TELL THEM THAT DONT CHARGE ME AFTER THE FREE MONTH, THEY WILL KEEP ON CHARGING ME' which is false me and the agent agreed that account was deleted and he was supposed to reach out to me on 09/16/2023 and see if I still want to continue with them, but obviously I never received a single call from them or even a voice-mail. When I asked to listen to the audio they started giving me the run around and this week I was supposed to have their manager get in touch with me to resolve the refund and same thing 0 calls, 0 texts, 0 emails, and 0 voice-mail from them. THEY DIDNT NOT DELIVER ON THEIR SERVICES AS AGREED, I LOST SO MUCH BUSINESS THE MONTHS THEY WERE RUNNING MY S.E.O. AND THEN THEY LIE ABOUT CONVERSATIONS, AND WILL GIVE YOU THE RUN AROUND SO THEY DONT HAVE TO GIVE YOU THE REFUND. DONT DO BUSINESS WITH TOWNSQUARE.

  Business Response

  Date: 10/23/2023

  Hi ********, 

  I hear you frustration and understand where you are coming from. As we discussed on our phone call earlier, I have sent you an email with the *** optimized content that was on your website. I have reached out to our tech department to ensure the domains are transferred back to your account. I have also reached out to our finance department to ensure you are refunded the $250 that you were not supposed to be charged. 

  I apologize this is how your experience went. I am glad we were able to discuss this matter on the phone and determine a solution moving forward. 

   

  Customer Answer

  Date: 10/26/2023

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

• Initial Complaint

  Date:10/10/2023

  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.

  ******************************** has been working with this TERRIBLY, BAD, NOT GOOD company TOWNSQUARE for over 6 months. They did the bare minimum. All of their focus was on the front end to get our money locked in. The main reason for this complaint is we just found out from another marketing company that our website has been down for weeks. Furthermore, the communication was terrible. We spent $6,000 on the initial "campaign" which generated us NO business. Our company has generated less business since we started working with them. The content they posted on social media was never approved by us and had ZERO value.

  Business Response

  Date: 10/10/2023

  Hi *****, 

  We are so sorry to hear this feedback and understand any frustration you may be having. We would love to get these problems resolved as soon as possible, and also address any/ all concerns you may be having. I see a representative is working on the *** for your domain. Your website is up and running - this *** will just add necessary security onto the website and domain. Someone from our team will be calling to address the rest of your concern and determine the best course of action moving forward.