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:01/13/2025

  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.

  April 9 th, Signed contract stating that we would receive: Lead Capture Page, Multi-Channel Ad Builder, Monthly Marketing Report Card, ******************** Integration, Transparent AdPost Results Tracker, A.I. Promotion Generator, Quarterly Consulting Calls, Target Audience Network, Featured Business Badge, ******************** Featured Business Placement. June 8: Text to MBG to ******* **** 13: Email sent to ***** **** to terminate June 13: ***** reached out to schedule a zoom meeting for July 17th July 10: We tried calling MBG main number, no responses, no call backs. July 10: 10:26 am, we left voicemail for ***** July 10: 11:25 am, We left voicemail for ***** July 17: 3 minute call from ***** to tell us he was running late.July 17: Zoom meeting discussed the ad that was up, which had the call to action being "get directions" . We changed this. It was brought up that we STILL had no back office access. ***** said he tried to send the link through, nothing came through, He said he would forward it to IT and they'd reach out. Another Zoom meeting to check on things with new access (which was never accessed) to give us a chance to use the features (which was still not gained). Meeting set for August 7th. Aug 7th: 12:08pm we called ***** to see if he was going to make our scheduled meeting which was set for 12:00pm Aug 7th: ***** was a no-show for the meeting Aug 7th: Email from ******* to ***** which underlined the discussion of lack of access previously and that we STILL do not have acess 12:26pm 35 min 20 sec call with *****, Call about still not having access and demanding termination. Aug 19: ***** called and was on a 3-way call with ******** (my store manager) and myself. I expressed that the breach of contract has done enough damage. due to the breach of contract our company is withdrawing from their company. Aug. 26 letter of proof of breach of contract. Aug 29: Letter again terminating contract Nov. 13 they tried to charge my card $1,996.00

  Business Response

  Date: 01/14/2025

  The reason that this client was unable to log in to their dashboard is because they refused to pay their monthly payment and access was taken away until payment was received by our team. This was communicated to the client several times. We are in no way in breach of contract and this client had outstanding invoices owed for the services provided via their contractual agreement. 

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22806598
  
  I am rejecting this response because: I was NEVER given access to the account. For 3 months I paid before stop payment due to lack of access. This was 1000% breach of contract. If you read the reviews on the BBB you will see this company has a history of this behavior. I showed several times that we tried to gain access from day 1 and was never given access. So this whole statement was a complete lie. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 01/22/2025

  I am attaching all emails sent to this client that went unanswered by her. As you can see, we made several attempts. We have to keep a record of everything for transparancy purposes. You can also see how many times the emails were opened, and yet there was no reply from this client.

• Initial Complaint

  Date:07/15/2024

  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.

  Original transaction was 04/15- submitted cancelation and for someone to contact me back on 04/15 did not hear back till 06/2024- Have been waiting for a refund on $350 and $3850. This was the disputed charge and not the refund. I have not received this refund as of yet. I am not sure why this is still occurring and outstanding. As confirmed last week that the refund was still pending from your end as it was not completed. I called my bank again today and they have also confirmed that there was no refund done from MyBaseGuide- The screenshot you provided was the dispute original that was sent to the **************** and was sent back to your bank.

  Business Response

  Date: 07/16/2024

  I have attached proof that this customer was refunded $4,200. I understand that there was some communication between ******************** and our Client Success Team regarding the refund and the amount. Our finance team provided our Client Success Team with proof that the refund was issued. This proof was provided to the customer before this complaint came through. Happy to provide anymore clarity surrounding this situation.

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21993906
  
  I am rejecting this response because: on my bank statements attached I do not see any refunds they are claiming too. In April you will see the first charge of $4200 on 04/15 in Orange- On 04/14 ******* issued a temporary credit as I was disputing these charges. On the May statement you will see that the $4200 was charged back to my account as the credit was reversed. In June you will see  that when I was finally able to get a hold of someone at MyBaseGuide, *****, I was charged an unknown fee of $350. 

   

  Please verify with your bank on this refund and for the $350  that I have not received. 

  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/29/2024

  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.

  The company was supposed to do advertising and never did,then when I ask for my money back,they said they was working on it,it's been 2 months and still no refund

  Business Response

  Date: 04/30/2024

  Our team is in the process of getting this customer their refund as promised and confirmed.

  Customer Answer

  Date: 04/30/2024

   
  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 but they said the same thing in March and it's *** now!
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/08/2023

  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.

  On Aug 21st We started working with MYBASEGUIDE they locked us onto a contract for ****. Paid 400 upfront and the company provided no results. Or results only *********************** can see. Claims to have fulfilled their portion of the contract and they have not. Furthermore has sent our account to collections for money they did not work for. I need a refund and I need them to remove the collections account in our name. They did not mention we would be locked in and cannot terminate the relationship. They are stealing money and their are more than 25 Complaints against them.

  Business Response

  Date: 11/28/2023

  MyBaseGuide is dedicated to providing the best customer experience with each of our partners and customers alike. We are more than happy to connect with this customer to further explain the details of the agreed upon contract, and show that we have been delivering ads that align with the agreement. Each customer has access to their results dashboard, and we are more than happy to discuss with this customer the ways in which he can view his results dashboard. 

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20837222
  
  I am rejecting this response because: the company has not performed period. They are threatening to send the account to collections. They never told us the contract I'd not cancible. We have spoken to them several times with no result. We let the sales person know we are a new company and Don't have funds to pay anyone for not providing a result. 

  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/04/2023

  MyBaseGuide has to keep a record of every action performed to ensure that we deliver on each contract. That is exactly what we have done with this customer and are more than happy to review all of the detail with them.

• Initial Complaint

  Date:10/19/2023

  Type:Billing 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.

  They have threatened me with emails that they will take legal actions only when I cease my payment. They didnt respond didnt follow up and didnt report the progress as was agreed (every month). They were ignoring me for months. They violate the agreement by not doing their part. Furthermore, I tried to contact the billing department to stop charge me until I get any information or report regarding the progress or any type of performance. I havent heard from them yet I was silently charged. I sent them two email separately every month saying that I dont give my permission to charge my card; however, they kept charging me without my permission for two months. I didnt open a dispute trying to resolve it with them, but no response from them until I ceased the payment. My emails were ignored. I didnt not have any follow up emails. I have any proof of my claim. I did agree to pay for a year and didnt not get the result. Zero outcome. ZERO. Now they are trying to get the payment for the service they didnt provided yet. They are not only violet the contract but also ignoring a customer who was trying to get updates regarding the product/service they were paying for. On top of that they are trying to threatening customers by legal actions for not doing their business properly? I do have everything to take legal actions against them but I didnt. I was trying to explain them and resolve it peacefully. Instead they have started to threaten me. So what we have:1 they didnt report me the progress of the ad that I was paying for, as it was agreed 2. Did keep charging my card even though I did not allow it since august. Their actions were illegal. 3. Trying to get the payment for the service they are not providing yet ( for the upcoming 5 months). 4. Not caring about the customers. Started to be responsive upon payment issue arouse. I need them to stop following, close the contract that they violated, and refund me the payment they illegally charge me

  Business Response

  Date: 12/04/2023

  We are very sorry if there was a misunderstanding surrounding the communication with this customer. When this customer was onboarded for their partnership, they received a reporting dashboard that they could log in to anytime to review the data. They were also assigned a Marketing Specialist to answer any questions they may have at anytime. All of this information and contacts were given to this individual at the point of onboarding. After owed payment for the services provided failed, our collections team reached out but we were hung up on by this individual. We are more than happy to resume communications to rectify this matter in accordance with the contractual agreement,

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20750037
  
  I am rejecting this response because: Ive never hung up on their calls. I always answered and explained my point and facts. The dashboard is showing some numbers that are not actually working. Never we got a single customer for the entire time from that bossiness. 
  They hooked people for contacts and didnt not do their part, but do request payments. Its a scam scheme. Showing me a dashboard that I dont have ideas where they got those numbers from and trying to prove they do provide customers. I repeat myself - none, zero customers we got from them. This is a hardworking business and we do extremely tough work but these guys are trying to have easy money on us. No way I could accept it. If they do offer the service they have to provide that service, not just showing me pictures on their screen. If the agreement had been fulfilled on their part, I would have paid without hesitation. But in that case they just wanted to get my part without providing their.
  I do need they close this case and we both forget about every ones existence. 
  
  Sincerely,
  
  Aigerim Moldasheva

  Business Response

  Date: 12/15/2023

  MyBaseGuide dedicates each customer with a Client Success Manager that goes through the reporting dashboard in detail that shows the results of the customer's marketing campaign. The data is factual and we show that on each dashboard. The number of website views, directions to the business, phone calls, and clicks. In this case, MyBaseGuide has delivered on each aspect of this customers contract. We have provided proof of this since the beginning. 

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20750037
  
  I am rejecting this response because:
   For the 6 months period I received the report three times and only one two times a call. I was told in the beginning that I would receive a call and got all the information about the process every month at the same time. None called me, expect those two times   I Kept paying and you kept receiving the money with no explanation and information every month as I expected. Moreover I have not received any customers from you guys, even a call . I dont know how did you made all these charts and bars but they are really not working. So I want to get my refund and cancel the contract with you for the last 6 months. 

  
  Sincerely,
  
  Aigerim Moldasheva

  Business Response

  Date: 12/18/2023

  Our team has been meaningful and valuable time with this customer and explained how to access the reporting dashboard at any time. We made ourselves available with various contacts in our organization so that we are able to answer any questions or concerns. We walked this customer through a dashboard demo that explains what each portion means in terms of who is viewing your ads and who is clicking on your ads. This information is in no way falsified. MyBaseGuide is dedicated to working with each of our customers to ensure that we are delivering the marketing that is promised at the time of the agreement between each party. MyBaseGuide has delivered on this agreement and therefore cannot issue a refund for the services that have been provided to this customer. Again, we are happy to walk this customer through the dashboard again to show that we have delivered.

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 20750037
  
  I am rejecting this response because:
  Guys you havent deliver anything. Be honest, ok? 
  I did my part, I payed on time and was waiting for 6 (SIX) months for result. Even the dead ad would produce some customers for that time. 
  You can tell me how honest your service and so on , but I did see the result by my own experience, actually didnt see any. 
  I dont need to get a refund for the service you already charged me for the past 6 months. I do need refund and cancellation of your service from that time till the end.  I am not going to give up. As my company does really hard job to get that money. Its one of the toughest jobs. And you guys trying to get an advantage of your non-working service. we value our work and none of the ***** os coming easily like yours  so dont try to threaten me like you did via phone with no respect and with no even listening my point of view. I was always opened for conversation but you just hung up on me when I explained you that I dont want to pay for the service you dont provide  

  I even sent your financial department an email , actually twice , asking to stop charge me because I dont see the outcome. And guess what? No one responded until I called the bank and canceled  the automated payment. Then you reacted, because you didnt want to loose easy money, but before that I was disregarded. 
  So cancel the contract and we can move on from this mess  

  
  Sincerely,
  
  Aigerim Moldasheva

  Business Response

  Date: 12/20/2023

  This is a case where an individual is disregarding a signed contract and refusing to believe the proof that we have shown in delivering marketing for his business. We have not once violated our terms of the agreement. This individual chose to stop paying for services that were agreed to and were performed. Our reports show real time data and each customer has anytime access to those reports, yet this customer is saying that we haven't provided anything even though he has access to those reports. The accusations made here do not align with the proof that our company has provided. This customer signed on to have his business advertised and marketed to a certain demographic. We have provided the results of that effort. Now this customer is refusing to pay for those services because he does not agree to the outcome he wants, which is outside of the terms of the agreement and what was promised to be delivered on the front end. 

• Initial Complaint

  Date:08/22/2023

  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.

  Repeatedly charging us monthly for $450 after I inform them that our company no longer need their service. They claimed that it is due to auto renewal.

  Business Response

  Date: 10/04/2023

  As we do with all of our clients, we reach out 60 days in advance before their renewal date comes up. All of our clients are set to auto-renew. Since this customer was unresponsive in our attempts to reach them, they were auto-renewed. We finally heard back from the client in August complaining about the charges. We cancelled the account and remaining payments and the customer charged back three payments that we took out. This complaint should be resolved as we terminated their agreement and canceled future payments. 

• Initial Complaint

  Date:04/26/2023

  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.

  This is an app that supposedly soldiers use when they get to a new base to find retail stores and other things that will help them get settled in the their new location. I was told by them that the soldiers on ********************************* near me use this. Not true. No one there has ever heard of this. Ive talked to different people all over east ***** and *********. No one has heard of this. I signed up and they charged me about $2000 to get my ad up and running. It was supposed to be for 2 years. After a year they wanted to renew it for more money. The guy finally called me after I ignored his emails and couldnt contact him through the provided phone number.I told him to cancel it. Then they started takes more money out of my account. I tried contacting them with no luck. Ill try to copy the email with the bogus phone number to this. This place is a fraud and now they want to send me to collections for something that I canceled and know nothing about. I had to change my bank card in order for their collection attempts to fail. It was then they finally called me to collect money. Take a minute to try calling the number in this email. When I started to see odd payments after canceling this was the only number I could call. Obviously it went nowhere. MyBaseGuide Hello ******************************, Your payment for invoice #M294277 has been declined.Click HERE to update payment method. Please note, this link will expire in 72 hours.Please contact the ****************************** at ********************************************** or ************ for more information. Thank you,

  Business Response

  Date: 12/04/2023

  This account was resolved internally in the summer of 2023 between the company and the customer. Our company uses real-time data and analytics to show how many users and viewing each ad and how many customer conversions are received. Each client receives a reporting dashboard so that they can monitor results in real time. Each customer is assigned a dedicated Marketing Specialist to assist throughout the duration of the partnership to ensure that we are delivering each item in accordance with out contractual agreements,

• Initial Complaint

  Date:04/03/2023

  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 issue is the same as all the complaints I just read, My base guide never showed me proof of their claim Ive had many clicks and calls from their site. When I brought concern of mo contact they claimed the site was having issues, when I told my rep my location was wrong she apologized and claimed the problem would be fixed, when I inquired about the lack of assistance and problem solving the rep says that she is busy helping others and cant be everywhere at once , the Lack Of that this company provides and the demand of a monthly installment is outrageous. *** sent a cease and desist that continues to be violated, I get text messages and have been told they have right to contact me as they see fit, But havent shown one communication from outside customers to my website, all of my customers and inquiries have been local civilians as we track how our customers hear about ** and non have been through My Base Guide , Pure lies this company spews to you to keep taking your money, If I had of read the reviews here and there , I would have taken my hard earned dollars elsewhere

  Business Response

  Date: 05/11/2023

  **************,

  We take customer feedback seriously and appreciate the opportunity to address this matter. We deeply regret any inconvenience caused and would like to provide clarification and address each concern raised.

  Regarding the contact issues experienced. Our team works diligently to resolve issues, and we can assure you that our website is fully operational.

  Regarding the lack of assistance and problem-solving. We strive to provide exceptional customer service and apologize if our representative's response was not satisfactory. We are committed to addressing customer concerns promptly and providing the necessary support.

  We apologize for any misinformation or dissatisfaction experienced. We value customer feedback and are committed to resolving matters. We aim to provide exceptional service to all our clients and will take necessary steps to ensure a satisfactory resolution.

  Once again, we apologize for any inconvenience caused and thank the BBB for their assistance in resolving this matter.

• Initial Complaint

  Date:02/20/2023

  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.

  My Base Guide sold me on the fact that they were contracted with the *** and ******************* to work with all of the military folks moving in and out of the area in regard to us providing a solar option for them to review. I was shown by their sales rep a history of a recent program where the prior company received hundreds of thousands of "hits" and thousands of contacts and leads. For more than 5 months now, I have received zero contacts or leads. Service has been terrible. Once I do get ahold of someone they show me some form of magic program that show thousands of hits and so many clicks. None of it is real. We have had zero visits to our website and zero calls or requests. The latest person I spoke with claimed I had received 42 calls. She does not know the difference between a click and an actual call. We have had zero calls.I have reached to both the *** and ******************* and not one person knows who these people are. I believe that I have been completely misled and lied to. They recently pulled a payment without my approval that is being disputed with my card company. They claim I am under contract, however I have in writing that if I pay one additional payment, they will forgive the balance. This offer alone proves that they are not reputable.I wish I had ignored how good the sales rep was and looked at the BBB for this type of review. They should be ashamed. I hope that someone has the clout to put these folks out of business.

  Business Response

  Date: 02/24/2023

  MyBaseGuide has been contracted by the DoD since **** to produce base guides. When this individual signed out to partner with MyBaseGuide, their contract included that we would place their business in front of the military community and that we would run ads throughout the city. MyBaseGuide has delivered on those action items 100%. This advertiser has been given access to analytics dashboard that shows the performance of the ads. These ************* with what MyBaseGuide has promised this individual. All of the data that has been presented to this customer is 100%$ accurate and has in no way been fabricated as that would be illegal. The payment was taken in accordance to the payment term that this customer chose on their signed contract. 

• Initial Complaint

  Date:02/01/2023

  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.

  1-18-23 was the date of the transaction. I will be addressing the issue now. I feel they misrepresented themselves as being affiliated with the military base. As I have done my research I am beginning to find they are not affiliated with the military at all. I would like to help raise awareness to this scam which uses active duty military and veterans of the military to sell a false product.

  Customer Answer

  Date: 02/02/2023

  The contract just started. I realize I got wrapped up in bad reviews I read from them online. I want to give them a chance to preform their obligations before I jump to conclusions.

  Business Response

  Date: 02/14/2023

  We have since talked to ****, the individual that left this review, and he apologized for leaving the review and we are now in good standing.

  Customer Answer

  Date: 02/15/2023

   
  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.
  
  Sincerely,
  
  *************************