Complaints

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

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  Brandlive Inc

  3303 N Mississippi Ave Portland, OR 97227

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  Brandlive Inc

  121 SW Salmon St Ste 1000 Portland, OR 97204-2918

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:01/11/2024

  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.

  We have been under contract with Brandlive for less than two years and we have had no fewer that 20 people as contacts for our account. People come and go and we are not notified, eventually as an event approaches someone emails that we have a new team of people on our account and we have to start over from scratch with them. There is no onboarding, there is no consistency, there is very little internal communication (if any) about what we do, what are events are like, the history of the services or anything else for that matter. We had requested and been promised production support at two in-person meetings utilizing a team we had used in the past who had already started working with us and the hotel staff to prepare for the event. I the 11th hour, Brandlive said we could not use our promised producer because they realized he had been working for them for two years without a contract, which was their internal issue and should have been rectified in order to support our event which was 10 days away. Brandlive wanted to send an unfamiliar production team without any prep nor onboarding to the event which we refused. In the end, we paid out-of-pocket for the production costs, which we already paid Brandlive $20,000 as part of our contract. Brandlive offered no resolution.We have not heard from their support team nor their production team to plan an event that we are holding in March, which we also paid $20,000 for on-site production as part of our contract. We will have paid them $40,000 in undelivered on-site meeting production costs.

  Business Response

  Date: 02/02/2024

  To whom it may concern, 
  
  I am writing in response to the compliant filed by ******************************* regarding the services Brandlive provides her company. 
  
  In terms of the initial statement of receiving 20 different account managers, which is an overstatement, but I do recognize that unfortunately due to a post-pandemic event tech space we've had to reduce our h/c significantly over the last 2 years. This is not a reflection of our ability to service the account, which we have done, but I recognize we have had to introduce new AMs over time due to the need to reduce our costs. We always make sure the client has an event team to support them, which she actually confirms in her letter. I understand her frustrations and have an email chain where I recognize and empathize with the situation, but again, we have always serviced the onsite production needs and they have 24/7 access to our software platform. 

  In terms the onsite production compliant, which I expected based on our conversations and emails, which I'm happy to share. The onsite production person she is referencing is not a Brandlive employee, but a third-part contractor, that we have used over the years. ******** had actually "secured" ************************* services before the event, without knowledge of our onsite production team, which is not the process. They are the client and do not get to dictate how we staff an event. We have an onsite production team, paid staff members of Brandlive, that we need to allocate accordingly to client shows. When she reached out to our team to inform them she had already had conversations and meetings with ****, while outside of our process, we even tried to mitigate the situation by executing an IC agreement. As we had recently updated our IC agreements, we issued him the new version, which he declined to sign due to a non-solicit clause, which is pretty standard. Therefore, as we could have him work a show without an executed IC agreement, we moved to staff the event with our expert in-house onsite production team. At that point, the client declined our team and proceeded to work directly with ********************* to produce the show. 
  
  As such, I do not believe or support the notion of any refund. We followed our contractual services which she declined and provided qualified in-house experts to produce their onsite show. Additionally, I would also like to state the level of unprofessionalism that ******** has demonstrated to our team, I have many documented examples if required. My intent is not to create a counter claim, but I do want to provide the truth and Brandlive has honored it's service agreement. 
  
  I'm happy to provide any further information if needed. 
  
  Thanks, 
  **********; 

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21122571
  
  I am rejecting this response because:

  *****' response to the complaint reflects Brandlive's gross lack of internal communication.  We had irregular conversations when a ever-changing cast of frontline customer service people.  We had, since the second event that we led with Brandlive support, used the same third-party contracted producer as our production lead for our events.  He started with Brandlive and Brandlive contracted with him for our events.  We developed a successful professional collaboration with that producer who was knowledgeable about our events and our stakeholder groups.   When we re-negotiated our contract with Bradlive last spring, it was on the condition that the producer we had used would be the on-site production person for the remaining events in our contract.  We were assured that it would not be an issue to have him on-site.

  We did not go around Brandlive to reach out to that producer, we went through our rotating cast of customer service support people who told us that they would take care of the internal processes to contract with him and we should use the same process for working with the producer and with on-site ** support at the hotel -- we had done this for four event in the exact same business process over the prior 18 months.  It wasn't until two weeks out from a 400 person event where our producer had been working with the ** at the hotel that Brandlive reached out to say that he had not contract with Brandlive and hadn't for the last 2 years which they had just discovered that week and that we could not contract with him and they would send in a group of random producers at the 11th hour to an event that had already been planned.   Our third customer service lead for 2023 who promised in August that the producer would be approved for the event went on long-term leave, never contacted us and obviously never followed through internally on the contract and the arrangements. 

  We had not faith in Brandlive sending a professional group of producers to run an event without preparation or the knowledge of our event or audience, not less than 2 weeks before the actual event, and insisted on the producer as we had been promised.   The lack of responsiveness, professionalism and customer support at the organization is stunning.  They had been supporting the producer to lead events, not just our event, for almost two years without any contract and instead of just providing him with a short-term contract to cover the services he had already provided to plan the event (as had been done in the past) and pay him to execute the event, as we had been provided, Brandlive refused.   

  I would like to repeat that we did not go around Brandlive to the producer, we repeatedly we assured by our customer service support staff members that we would have him at our event and to continue with the process we had used in the past.  The issue stemmed from Brandlive's constant turnover al overall lack of professionalism.
  
  Sincerely,
  
  *******************************