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:06/05/2023

  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.

  Townsquare randomly called me, I'm assuming from a buisness listing directory. For 2 to 3 weeks, they called almost daily. After breaking down and purchasing their service, they have been almost nonexistent. When they do reach out, its from an employee that i was promised was taken off my project. Couldn't even get my trade right. Since that promise, its ONLY been that employee contacting me. They made a promise my website would be up by a certain date and it wasnt. Still isnt. They promise to do all sorts of things, bur you see no proof, no results. Basically, this company lied to me, and has HORRIBLE customer service. I would say to anyone who is thinking about usuing Townsquare.....RUN. They caused me more frustration than any other buisness ive EVER worked with. They also told me i could quit at anytime, and if i chose, i could take my website to another domain. Reading the bad reviews (which they all seem horrible) it seems that i WILL NOT be able to take what I've paid for with me. Not that a website ever came online anyways. 100% DO NOT RECOMMEND. Buyer Beware.

  Business Response

  Date: 06/06/2023

  Hello, 

  We are sorry to hear this has been your experience. We pride ourselves with our customer service, and are sorry you have not enjoyed the representative you have been working with. We would be more than happy to discuss your goals and determine who would be the best option to put on your campaign to oversee all aspects. As far as your cancellation goes, and obtaining your domain. Townsquare Interactive will not hold on to your domain after your cancellation. If the domain is already living in your account - there would be no transfer from TSI. However, if the domain is in our account, we will transfer the domain credentials to your account. We will need the email associated with the domain account you have, and the type of account (GoDaddy or outside source). If you have further questions for concerns, please email ********************************************* to speak with a representative who can further assist you. 

• Initial Complaint

  Date:05/22/2023

  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.

  First, I was promised a month free for referring another business. Then I was promised to be in the top five ****** search within 90 days. So I wasted almost $1000 and neither occurred. It was a huge waste of time and money. Then to top it off, I MYSELF built my own website and bought rights. Townsquare asked for permission to go in and make changes (none of which I couldnt have done myself and I actually had to go behind hem repeatedly and make changes to their mistakes like my hours etc) so now I have cancelled them but they have tried to take over my website domain which I published and paid for myself. They scam small business owners out of money and later you have nothing to show for it but a deficit in your account and them trying to establish control over your website domain.

  Business Response

  Date: 05/22/2023

  We are sorry to hear you have not enjoyed your experience. Search Engine Optimization can take anywhere between ****** days before you start seeing results or increase in rankings. SEO results can vary due to competition in your area, population and more. After looking into your account which officially cancelled 03/22/2023, we were given delegate access to your domain. Meaning, the domain for your business (*********************************) lives in your GoDaddy account. Currently, your domain is pointed at the website Townsquare had built for you - this domain needs to be pointed at your previous website. If you need assistance with this, ************* would be more than happy to walk you through the steps! If you have further questions or concerns, please email ********************************************* to speak with a representative who can better assist you!

• Initial Complaint

  Date:05/15/2023

  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 contracted with Townsquare Interactive to build and maintain a website. The website is poor quality and the company is not following through to make crucial requested changes (over 15 emails and calls). Wrong information, wrong customer contact info. Customers were Not able to get in contact with the business for over a month! They take weeks to fix problems. After them doing damage to my business I requested they pull the website down, it's been 2 weeks and they haven't pulled it down! Townsquare also has my domain. utahspg.com and will not give me access to it!!! There's no doubt in my mind that they are making this as difficult as possible. I want the website down and access to my domain!

  Business Response

  Date: 05/15/2023

  We are sorry you feel things have been difficult when dealing with Townsquare. We pride ourselves in offering unlimited free edits, and producing quality content for all the companies we work with. We have specific departments that specialize in every aspect of a campaign. This includes and **************** and Tech team that assists with any domain transfers. In order to better assist you, please email accountresolutions@townsquareinteractive or call ************. 

• Initial Complaint

  Date:04/10/2023

  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 am writing to file a complaint against Townsquare for their failure to provide the services they promised and their misleading sales tactics. January thru March 2023, I paid $800 to Townsquare with the expectation that they would promote and generate business for my company, as well as improve my existing website. However, after two months of no results, I decided to cancel my account with them. Before my third month's payment was deducted from my bank account, I realized that I was getting nothing in return for my investment and decided to back out. Throughout my time with Townsquare, I was misled into believing that they were interested in helping me grow my business. Instead, I was left with no phone calls from potential customers and no improvement in revenue. I was even denied access to the website that they had created for me, which was a good website that I had hoped to continue using. The fact is that right is right and wrong is wrong and I've been done wrong. I believe that Townsquare's tactics were unethical and their failure to provide the promised services has caused harm to my business. Not only did I lose money trusting in Townsquare, I also lost my business website that I already had before I knew Townsquare existed. *********************** **********************

  Business Response

  Date: 04/10/2023

  Hello *****, 

  Townsquare Interactives number 1 goal is to help grow small businesses online presence. The campaign for ********************** officially went live February 14th, 2023. SEO can take between ****** days before generating leads, which is why we have experts in each department overseeing your account. Our team of dedicated specialists have gone through your entire site and ensured it is SEO optimized, but there is still much more work to be done as SEO is built for long term success and growth. It looks like your previous website is Under Construction not removed from online. In order to have your previous website showing, you will need to repoint your domain to that site. Townsquare Interactive builds their websites on a proprietary platform, meaning it is unable to be transferred out. We make it as easy as possible if a customer decides to transition away from our company, by sending them their domain and optimized content. If you have further questions or concerns regarding your cancellation or billing, please reach out to ********************************************* or call ************.

  Customer Answer

  Date: 04/12/2023

   
  I am rejecting this response because:

   

   

  Thank you for your thoughtful response to my complaint against Townsquare. I appreciate your suggestion to reach out to an independent website developer to try and recover my website.

   

  However, I would like to reiterate that the main issue here is not the loss of my previous website, but rather the fact that I paid Townsquare $800 for their promised services that never materialized. I was led to believe that they would help generate business for my company and improve my existing website, but after two months of no results, I decided to cancel my account.

   

  Furthermore, when I attempted to cancel my account, I was denied access to the website that Townsquare had created for me, which was a good website that I had hoped to continue using. I believe this is a clear violation of my rights as a paying customer.

   

  While I understand that SEO can take time to generate leads, two months without any results is a clear indication that there are serious issues with the services being provided. Additionally, Townsquare's response to my complaint does not address the issue of the lack of results and the denial of website access.

   

  I respectfully request that you investigate this matter further and hold Townsquare accountable for their unethical practices and failure to provide the promised services. I hope to see a resolution that is fair and just for both parties.

   

  Thank you again for your attention to this matter.

   

  Sincerely,

   

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

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

  
  

  Business Response

  Date: 04/12/2023

  Hello *****, 

  As mentioned previously, our SEO services can take between ****** days before generating leads for your business. This is a standard practice for all SEO services, not just Townsquare Interactives. For your specific business, we are targeting a population of *******+, which comes with a higher level of competition and takes more time in order to see results and produce leads. 
  

  Townsquare uses a custom website platform created in house. This means our websites are unable to be transferred away from that platform. Previously stated, we make it as easy as possible for our clients to transition away from Townsquare by sending them the fully optimized content written by our specialists, and by sending them all domain credentials necessary. 
  If you would like to speak directly with a representative to get further clarification, please call ************.
  
  

   

   

• Initial Complaint

  Date:03/27/2023

  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.

  ***** working with Townsquare Interactive (TSI) in june of 2022. Our agreement wS to build a website and increase my presence on the internet. One of the ways to improve your business presence on the internet is to list your business on directories. The first time they did this much of the information was incorrect, phone number and location of business. Several times, more than three times, my business was listed twice on ******* In other words they created a duplicate Business pro. These mistakes caused my business to fall from the third page, When *** began working on my "campaign," to virtually being non-existent on ******* I found out recently that my Gooble business account had been suspended due to all the necessity to continue to correct mistakes by ***. I'm not sure how I can provide evidence that my ****** Ranking became non existing. The majority of communication with my manager occurred on the phone and therefore no record exists. Last year at this time I recieved a significant amount of service requests from My business profile on ****** as individuals could find ne on a search. This year, nothing. Because I have no presence on the web. TSI claims to help small businesses with their ****** ranking, they did the opposite.

  Business Response

  Date: 03/29/2023

  Thank you for reaching out, ************ reviewing your account, I can see that your ****** Business Profile is showing properly when searching for your business. Because of your previous issues with SEO, but because you wanted to keep the website up, we were able to do so for under our floor price. It is important to note that Directory Listings will create themselves with old or outdated information across the internet. I can also see that you have had several conversations with members of our team regarding concerns on your account. If you are unsatisfied with the results of those conversations, please reach out to our main line to speak with our Account Resolutions team.

  Customer Answer

  Date: 03/31/2023

   
  I am rejecting this response because The response from Townsquare Interactive (TSI) did not take responsibility for the damage that occurred to my company. My business can now be found on a ****** search because I began working with another company in November 2022. It has taken this long to undo the damage the TSI staff managing my account created. In addition to taking months to remove the business listings with inaccurate information created by ***, once we removed the website created by TSI, my business began to rank again on ******. I hired TSI to manage my business profile, create a website, and increase my ranking on internet searches. Their commitment was to ensure their management would achieve these goals. The reverse happened, and *********************, the campaign manager,  blamed me rather than taking responsibility for her mistakes. It's difficult to quantify the amount of business I lost as a result of not being able to be found on a ****** search for the services I offer. 
  Nothing short of compensation for the damages TSI created will resolve my complaint. 

  This means refunding my business all revenue paid to TSI as they did not fulfill their commitment. 

  Business Response

  Date: 04/03/2023

  Hi ****. As stated before, we were able to lower your price to below our floor price for your fully functioning website as an agreed upon solution, and also as agreed upon we gave you a free month during your transition. We will not be able to offer further compensation.

• Initial Complaint

  Date:03/21/2023

  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 was first contacted by Townsquare in December about building a website for my company. I have had numerous conversations with representatives from Townsquare since regarding the status of my account. The most recent with *********************** on 3/12/23 during which he told me the following: "we have been going through a transitional period," "its appears as though nothing was done with regard to building your website," and "we dropped the ball." He informed me that this matter would be escalated and that I would be hearing from ************************* (A manager) in the next 24-48hrs. I have not received communication from ******************** or anyone else at Townsquare since.Since January Townsquare has removed $700 from my checking account and has failed to provide any product or service. I was told by *********************** on 3/12/23 that the funds would be returned. Townsquare has since cut off communications. Townsquare has failed to provide either product or service as promised, as such I would like a full refund.

  Business Response

  Date: 03/21/2023

  Hi ******,

  We will have someone reach out with you discuss your account and make sure that you are not charged again. They will be able to discuss the refund with you. 

• Initial Complaint

  Date:02/21/2023

  Type:Sales and Advertising 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 used to town Square to put me on ****** and maintain my website now I have no website and no ****** my business. They lost everything I want everything returned.

  Business Response

  Date: 02/21/2023

  They have both a website and a ****** My Business currently. 

   

  ****** My Business can be found here: *********************************************************************************************************************************************************************************************************

  and website can be found here:

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

   

• Initial Complaint

  Date:02/06/2023

  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.

  this company was by far the worst marketing company we worked with they have a terrible score with the BBB and have terrible reviews on every reputable platform, lack of communication, never changed up our designs that we were wanting done , we spent over 12k with them over the course of 3 months and they won't even let us keep the website at the end, as we were working with them we only received roughly a total of three calls they delivered ,they wouldnt work on revising or helping with the website nor adjusting the campaigns to suit us better we were suppose to get monthly progress reports and that stopped after the first month there employees gave us poor customer service and attention until the end when it came to renew , i myself got on ****** and advertised myself and delivered for more then i've ever seen. this place i feel and what i experienced were crooks and just ran off with our money. buyers beware and search for someone more reputable i wish i read the reviews before going with them BUYER BEWARE

  Business Response

  Date: 02/07/2023

  Hi ***,

  I am sorry our services did not work for you. It was always in the contract that the design/framework of the website was not transferrable as it is built on our proprietary platform. However, you do own the domain and any content within the site, as stating in your contract. I can see where your ***************** Specialist regularly reached out with suggestions on how to improve your campaign, even leaving messages with your receptionist, and we automatically send reports each month. We offer unlimited updates and even gave you a free month while you work to transition to your new website. We will not be able to offer a refund. We wish you the best of luck moving forward. Please let us know how we can help in your transition to your new website.

  Customer Answer

  Date: 02/12/2023

   
  I am rejecting this response because:

   

  didnt solve anything,  buyer beware of this company and there lack of service. pack of liars and have more then enough reviews to prove it 

  
  

• Initial Complaint

  Date:01/25/2023

  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.

  In October of 2022 we signed up with TownSquare Interactive. We had a brand new company and needed help building a website and getting our name out there. We were assured that we would get a conference call that would explain how everything was going to work for us and exactly how TownSquare Interactive was going to help our business grow.We waited and nobody bothered to call but the $297.00 was debited from our bank account like clockwork. After waiting a week we decided that we no longer had faith in this company so we called and canceled the account. I was assured that no more payments would be taken from my account. I am totally disabled and live on a very fixed income. Here we are, many phone calls later and payment deductions that still have not stopped and still no refund. I decided to give you one more chance before filing this complaint, yesterday I was told that someone by the name of ********************************* was going to give me a call or contact me via email. I was once again assured that she would be the one to straighten up your mess. Another day has come and gone and still there has been no contact initiated by TownSquare Interactive. It amazes me that you are still in business because this is not how you conduct a professional business.Thank you,**************************

  Business Response

  Date: 01/26/2023

  Hi **********,

  Thanks for reaching out. We have done our due diligence on your account. A refund ticket has been sent to **************** for the last 3 months of charges. We are very sorry this happened as it appears to be an error in our system that triggered the monthly billing. One of our team members did call you and left a voicemail with their direct phone number. We hope you have a good rest of the week.

• Initial Complaint

  Date:01/23/2023

  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.

  This company did nothing for my business. They were paid **** for three months. When I asked why Im I not seeing any customers . They tolled me that we were being advertised in ***********. Needless to say I would never get busines from a small town. They were supposed to advertise in the bigger city in my area.They refused to give me my dot com back I paid for. And wanted more money. Dont get sucked in to there trap

  Business Response

  Date: 01/23/2023

  Unfortunately this is the case with SEO. These are not Townsquare rules but are ******** rules. When working on SEO ****** is first looking for you to rank in the area you are located. As you find success you can then start ranking in surrounding areas as well. Unfortunately three months is not enough time to get top rankings on ****** and expand to surrounding areas.