Complaints
Customer Complaints Summary
- 24 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:03/13/2025
Type: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.
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 and the matter has been resolved. They did in fact credit my "tokens" back.
Thanks!Sincerely,
****** **********
Business Response
Date: 03/13/2025
To Whom It May Concern:
In response to the complaint referenced above,TouchTunes received a communication from this customer requesting a refund on March 12, 2025. TouchTunes responded the next day and issued a credit refund.
We believe this matter has been fully resolved.Initial Complaint
Date:02/27/2025
Type: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 58 credits with Touchtunes. I changed phones, and when I went back in to the app, all the credits were gone. I've also had incidences of having credits deducted but my song selection never playing. I have emailed Touchtunes, but to no avail.Business Response
Date: 02/28/2025
In response to the complaint referenced above,TouchTunes received a communication from this customer on February 2, 2025 and responded the next day with instructions on how to log-in to the TouchTunes mobile app account since he appeared to be logged-out. The customer did not respond.
There are currently 62 unused credits in the mobile app account referenced in the complaint. Users are able to log-in to an existing TouchTunes mobile app account through the following steps:
1. Open the TouchTunes mobile app
2. Tap the Profile tab on the bottom navigation bar
3. Tap "Start Playing" to open the log-in pop-up menu
4. On the pop-up menu, tap "Log in with email"
5. Enter the email address and password associated with the existing TouchTunes mobile app account (you can tap "Forgot password" if you have forgotten your password)
Initial Complaint
Date:09/13/2024
Type: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.
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 and the matter has been resolved.
Sincerely,
***********************************
Business Response
Date: 09/17/2024
In response to the complaint referenced above,TouchTunes has communicated to this customer that the ********************** mobile app account referenced in the complaint last purchased credits on August 9, 2024 and redeemed credits at the same location on August 19, 2024, August 20, 2024,August 21, 2024, August 22, 2024, August 28, 2024, August 29, 2024 and September 4, 2024. Nine unused credits remain in the mobile app account. Our records do not show any additional credit purchase in August.
The customer may have created a second ********************** mobile app account, which would explain why they are not seeing the unused credits and their favorites history. TouchTunes responded to the customer the same day that the customer contacted us, but we have not heard back. The customer can respond to ********************** mobile support response sent on Friday, September 13, ************************************* the complaint for additional support.
Initial Complaint
Date:08/16/2024
Type: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.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
Deceptive Practices, this company is bogus and refuses to delete my personal and financial information. ************ denies that I contacted its representative. In order, to seek assistance with deleting my information is in question. ************ lies. If investigators were to track my call history and conversation with this company representative. It would reveal that I did in fact contact the company. In order, to seek help with the above request to delete my personal and financial information. ************ refuses to comply with my above request and needs to be sanctioned.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Business Response
Date: 08/19/2024
To Whom It May Concern:
In response to the complaint referenced above, TouchTunes does not have records of receiving the phone call included in the complaint. However, TouchTunes did receive a communication on August 16, ***************************************** the complaint through its mobile app TouchTunes Support chat feature requesting assistance with deleting a saved credit card. TouchTunes provided instructions the same day.
The complainant did not request to delete their account, but if they would like to do so, they can reach TouchTunes Support in the same manner they have contacted us previously.
Business Response
Date: 08/30/2024
To Whom It May Concern:
In response to the follow-up complaint referenced above, TouchTunes records indicate that the complainant has not responded to our e-mail communication on August 16, 2024 or follow-up e-mail communication on August 28, 2024, which provided instructions on deleting a saved credit card.
If the complainant would like to delete their account, they can reach TouchTunes Support in the same manner they have contacted us previously or submit a request at ***********************************************************;
Initial Complaint
Date:02/28/2024
Type: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 purchased and redeemed 10 tokens at ********************** bar (PBJ) in ******* and they never played any of my songs that I bought (and several others songs for that matter). When I reached out to TouchTunes they credited me only 3 tokens. I wouldnt have agreed to this because I spent 10 tokens worth of tokens but since my notifications were turned off I missed the message. I deleted the app in hopes of being able to turn notifications on upon reinstalling it. However, I signed up years ago using ******** login and am now locked out of my account with the supposed option of closing the account for a refund. They still owe me 7 tokens but Im will to cut my losses for a refund. I think I had 56 tokens in my account when I lost access to it. Hopefully they can make this right by crediting me the additional 7 tokens they owe me before refunding me but I would be happy with a refund of the amount of tokens I have currently, at a minimum.Business Response
Date: 03/01/2024
In response to the complaint referenced above, TouchTunes has communicated to this customer that funds have already been returned to the customers original payment method. We believe this matter has been fully resolved.Initial Complaint
Date:01/30/2024
Type: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.
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 and the matter has been resolved.
Sincerely,
***************************
Business Response
Date: 02/01/2024
In response to the complaint referenced above, TouchTunes previously received a communication from this customer requesting a refund,which has already been issued.
We believe this matter has been fully resolved.
Initial Complaint
Date:11/30/2023
Type: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.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT resolvedSomeone used my. card without much knowledge. I *** not have an account with this business. I request that money be returned. This is not an issue with the bank nit an issue with the bussiness because they are the ones who sent the money back to my account then took it back causing an overdraft, after U left a voicemail concerning the issue
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Business Response
Date: 11/30/2023
In response to the complaint referenced above, our records indicate that there is no TouchTunes mobile app account registered to the email address or telephone number provided in the complaint.
TouchTunes does not store full credit or debit card information on its servers and is therefore unable to block a specific credit or debit card from being used through its mobile app. If the complainant believes his or her credit or debit card was compromised and used without permission, we suggest promptly reaching out to the card-issuing bank with a fraud dispute and/or contact local law enforcement authorities.
Business Response
Date: 12/19/2023
TouchTunes does not store full credit or debit card information on its servers and is therefore unable to link a specific card number with the purchase history.
We have reached out to the complainant via telephone to discuss this matter, but we have not heard back.
As suggested previously, if the complainant believes his or her credit or debit card was compromised and used without permission, we suggest promptly reaching out to the card-issuing bank with a fraud dispute and/or contact local law enforcement authorities.
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