Complaints

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

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  Thryv

  PO Box 619810 Dallas, TX 75261-9810

  
• 

  YP

  25790 Commerce Drive Madison Heights, MI 48071

• 

  YP

  5054 W Bristol Rd Flint, MI 48507

• 

  Thryv

  1506 Moran Rd Sterling, VA 20166

• 

  Thryv

  6 N Main St Dayton, OH 45402

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:07/21/2023

  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.

  On January 1, 2023 I purchased a business that previously had a contract with Thryv. That acquisition is registered with the ********** Secretary of State. For the last 6 months I have been trying to cancel the contract that Thryv had with the prior owner. Since I was not a party to that contract, I do not have a copy of the contract. Even though i have requested it repeatedly, Thryv has refused to provide me a copy of the contract even though they are using it do demand i make payments.After numerous (12) unsuccessful and frustrating attempts to resolve this matter with the customer service department, i have resorted to filing this complaint. I have been "disconnected" on approximately half of those occasions. The last time, the operator asked for my personal credit card number, address etc. When I questioned why it was necessary, he hung up the phone.Thryv is sending us threatening letters about our delinquent account and the dire "consequences" for non-payment. While the name of the business is the same, we are new owners and do not have any contract or agreement with Thryv. Thryv's practices are calculated to cause sufficient frustration that customers eventually give up and fail to pursue their justifiable remedies. We just want them to go away and leave us alone.

  

  Business Response

  Date: 08/03/2023

  Thank you for allowing us the opportunity to contact our client regarding their concerns.  We have spoke with our clients and confirmed they have received a copy of the last signed contract from the previous owner.  The request to cancel the current print advertising was received and processed in April ***************************** question was already published.  We are currently reviewing additional paperwork provided by our client to better understand the situation.  Previously we understood the business to be the same as originally contracted and only the directors of the business have changed.  Please note we are required to respond back to this claim today however we are still reviewing the account.  
  Thank you

  Customer Answer

  Date: 08/03/2023

  We have been in contact with Thryv. Since filing our original complaint we have discovered that Thryv unilaterally and without written approval or consent, changed the termination policies from those that existed in the original signed contract.  The original contract did NOT provide for an automatic renewal of the policy term.  Thryv's current position that the agreement automatically renewed for its entire term unless it was expressly cancelled is invalid and unsupportable. Neither the prior or current owner signed any document agreeing to any such changes or modification. 

• Initial Complaint

  Date:07/19/2023

  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.

  We tried cancelling and questioning our services, billing, and months under contract and our rep ***************** would not respond to me or address me by my name, he would call me other people's names as the emails are attached. When I called him on it and cc his manager ******************************* and requested the manager get a hold of me as we did not want to deal with **** any longer, ******* still to this day has not responded to any emails or contacted us. **** cancelled all our ads and sent us to collections, I then spoke with them several times where they got **** involved and he was going to go over account and get things corrected, he was promoted and left state, which I found him later and spoke with him again and he was going to get client care involved and try to get this resolved for us before it went any further, he still has not called back and now we are being harassed by a collection agency. This is unacceptable tactics by this company and no one follows through or handles things as they say. The biggest problem was **** never mentioned he was having us sign contracts for more than 12 months, some are 15 months some are 18 months and this is why he wanted to only talk to the new owners and not myself because I been here 27 years and knew his tactics as the previous owner had issues with him also. **** and ******************* not give facts, they are standard sales people who do not care about local businesses. I have called many times, emailed, etc. to no avail so I am looking to BBB as a last resort to resolve this issue before getting our attorneys involved. Our company has good credit and we plan on keeping it that way! We have been advertising with Dex YP Thryv The Real Yellow Pages or whoever you are and change from quite often, since 2007 from my current records, but I think it goes back further. We have spent hundreds of thousands of dollars with your company paying over $2,000.00 a month for many many many years. This is just not acceptable.

  

  Business Response

  Date: 07/28/2023

  Hello, we have been in contact with our client **** going over her dispute.  Currently we are still reviewing all of our findings with our client, and we will be attempting to speak with our client again on Monday to go over our final findings. Thank you

  

  Business Response

  Date: 08/08/2023

  Thank you for allowing us the opportunity to work with our client regarding their dispute.  After a in-depth research of all documentation our client stated they had tried to cancel several months with their Business Advisor.   Our client agreed the first email requesting to cancel the advertising was dated 07/14/2022 and was sent to our internal ******************  All advertising had been authorized on 02/05/2021 and we have attached the ***************** Agreements along with the Acknowledgment Letter sent to our client on 03/26/2021.  The digital advertising was month to month and per our Terms and Conditions they terminated on 08/12/2022.  The print advertising was still under contract and we have attached a copy of the cancellation letter showing they were submitted and will not be renewed. 
  
  Our client made reference to not being advised of the print duration being 15 months versus 12 months.  We advised our client the contract duration is listed on the ***************** Agreement they authorized and was provided a copy same day.  The contract term is listed on every monthly invoice sent to our client as well as the 15 month term had been the same for the previous three years.  We have attached a copy of their monthly invoice where you see the product duration listed for each print directory along with the activity date for which they are being billed. 
  
  We went over all emails our client confirmed was sent along with our records which proved no error had been made or any malicious intent by any of the Sales Team.  Our Sales Team had even requested on behalf of our clients concern during the pandemic some relief on two separate occasions. 
  
  We advised our client we show all the communication with our ***************** beginning in 2020 through 2022 where they acknowledge they owe for the advertising and want to make some type of arrangements.  Our records reflect no dispute or claims prior to July 2023 at which time all advertising had already been terminated/cancelled (digital advertising cancelled on 08/12/2022 and the print advertising cancelled 11/30/2022 and 12/31/2022 which was the end of their contract term).
  
  It was determined all charges were correct and handled correctly with the exception of the Thryv Plus software which we terminated and refunded back all funds for the past 13 months.  Our client **** had overlooked this item and it was missed when all cancellations were submitted on 07/14/2022.  Our client requested if this refund could be applied to the other account with the large past due amount.  We advised due to the billing being in two different systems, we are not able to move the refund, however they would received within 3 - 5 business days and can use towards the payment.  Besides this adjustment for the Thryv Plus we were unable to provide any adjustments.   We did recommend our client seek settlement options with the outside collection office.
  
  

• Initial Complaint

  Date:07/18/2023

  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 have been trying to cancel the service by phone, by email and sending letters since the beginning of February 2023. I have yet to get a response or a return call from them regarding the cancellation.They just keep sending me bills, collection calls and ignore all my requests.

  

  Business Response

  Date: 07/20/2023

  Our clients concern was that their agreement was not cancelled as requested. We have spoken to our client and have reached a mutual settlement for the account. We have assured the client that his agreement has been canceled. Our client was satisfied with the end result. Thank you again for the opportunity to work with our client.

• Initial Complaint

  Date:07/17/2023

  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.

  I have an account with ********************** that I want to cancel. I was told by an employee of Thryve that my account ran from Nov. to Nov. I was told today(July 17, 2023) that my account cannot be canceled until March 31,2023. The representative told me because I have a contract for 18 months. I never signed any contract. I would have never agreed to 18 month, It was always 12 months,. My husband just retired and he was able to cancel his account with *********************** with no problem. What is going on with this company.? I was told that by extending the Thryve service to 18 months, it was a favorable gesture to the client.. Are you kidding me?

  

  Business Response

  Date: 07/20/2023

  We have reached out multiple times to speak with our client via phone and email and have been unsuccessful at both. A cancellation for the end of the current term has been placed. Our client has our contact information and can reach out to us to resolve this matter.

  

  Business Response

  Date: 07/24/2023

  We were able to speak with our client after we closed the dispute. A partial payment was made from our client and we removed the remaining balance. A cancellation has already been placed and no further charges are due on the account.

• Initial Complaint

  Date:07/17/2023

  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.

  The Advertising Company now Thryv has transitioned over the years. Pulling up records from July of 2016 it was Dex Media; they also had a different phone number back then. My phone number has remained the same for over twenty years. For over a decade I annually resubscribed, the company would reach out to me to set up a meeting to discuss what changes I had in mind. For years a field specialist would meet with me at the business location or at a hotel conference room. Then the annual subscription became authorized by voice recording. Recently no contact at all, they just take it upon themselves to automate one's advertising without any notification or authorization. What has happened to customer service; no annual phone call or field representee. No small business would survive with these tactics. They are diminishing their Goodwill they have acquired by takeover or merger. I had zero issues cancelling a competitors print subscription (*********) a few years back. I called Dex Media now Thryv to get an understanding of where I stand. They simply stated that i am obligated to the monthly payments for an additional twelve months. I was automatically renewed. I was never given the option to downsize or delete everything. Which I previously did with ********* because they touched base, I may add I am still a customer with ********* through other means besides advertising, It's posted on the Web that ********** has a Class Action against Thryv for auto renewal. I see it as a short-term money maker but a long-term dissatisfied customer base. It is evolving into a digital advertising atmosphere. Thryv is grasping for what liquidity is left in the print area by auto renewal, which will force them to change their name again. This is not uncommon with big corporations such as Amazon with one subscribing to Prime or their Credit card simply by ordering something. Same with Apple with their software draining the battery, they turned about face, costumers love Apple.

  

  Business Response

  Date: 07/24/2023

  We were able to speak with our client regarding the  auto renewal on the account. Our client agreed to our settlement and a cancellation has been placed for the end of the current agreement.

• Initial Complaint

  Date:07/12/2023

  Type:Customer Service 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 keep getting this invoice that states we owe for services we did not ask for. They also claim they sent it to a collections agency. When you call the number on the "invoice", it does not work!!!!! STOP SENDING ME THESE SCAM EMAILS AND THREATENING OUR BUSINESS WITH COLLECTIONS, or I will have no choice but to send these to our attorney. Please delete us from your listing. I expect a letter with an invoice showing ZERO for our records.

  

  Business Response

  Date: 07/13/2023

  Thank you for allowing us to reach out to the client with their account concerns. We have spoken with the client and they were confused by the billing from Thryv. We advised Thryv had purchased the company Vivial they had an agreement with. The client understood and and will pay for the advertising and we have agreed to cancel her future advertising. 

   

   

• Initial Complaint

  Date:07/12/2023

  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 company has been billing monthly for yellow page services i did not request or receive.I used another company in the past but never this company. i never signed a contract with them. i have bills july 2022 till present. they have acct #********* and ********* and verbal acct # ******** given over the phone on june 30,2023. I have document requested all digtal and print subscriptions be canceled since I did not request services. i sent a check ****** to close all accounts 4-19-2023. i received a letter but still cont to be bill. this is a scam and needs to stop! ****** was paid needs to be refunded and april 2023. in august 2022 ****** needs to be refunded because there was no service provided or requested.i want ****** returned to me. I want the harassing phone calls to my private cell phone to stop. i want this paperwork and billing to stop ASAP!!!!

  

  Business Response

  Date: 07/18/2023

  Thank you for the opportunity to review and resolve this matter for client. Our clients concern was that her agreement was not cancelled as requested. We have reviewed our clients account and do show a cancellation was requested, however at that time it was too late to cancel the advertising. Due to this being a long-time client we have removed all remaining charges on the account. However, our client never responded back to our correspondence.We have supplied our direct contact number and email to reach us if they have any further concerns. At this time, we feel we have addressed all issues, should you speak to them please provide this information as there will be no further billing and the cancellation has been noted. Thank you again for the opportunity to work with our client.

• Initial Complaint

  Date:07/11/2023

  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.

  I had a representative come out to see if i wanted to go with Thryv. The representative gave me a bunch of promises that were not fulfilled. I did not receive a contract copy nor was I allowed to read it. She said that she just needed me to sign but not what it was for. I thought that it was a monthly payment, not 6 months. It has been almost a month and I have yet to get any call for my business. The representative is making us a website and she wont let us have our password even though we bought the domain. She said she was doing this aside from the company because she doesn't like the company's site. I find this company to be very shady and I want my subscription cancelled immediately and a refund for the 299 or I will be taking this further. I DO NOT want anyone to try to get me to stay. I want it CANCELLED. This was false advertisement.

  

  Business Response

  Date: 07/11/2023

  We have spoken with our client regarding their concerns. A mutual settlement was agreed to and a cancellation has been set for our client. 

• Initial Complaint

  Date:07/05/2023

  Type:Order 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.

  My company is being billed for an advertising service that I did not authorize.I did not authorize the renewal of the contract because I was not happy with their performance, which had been relayed to 2 different sales personnel.I was informed that since I did not cancel, it was automatically renewed.When I realized what they had done, I requested cancellation of the contract on 10/11/2022. (Cancellation #********)I was informed that I could only cancel the digital part of the contract and must continue to pay for the "book" portion of the contract until it was up.Since it was not a huge amount ($20.15 monthly) I just decided to pay it rather than keep fighting with them. Since our last authorization (March 31, 2021) of the book contract had a start date of 5/2021, the end date of that contract would have been 5/2022. Even though they automatically extended the contract, it should still have expired in 5/2023.They are saying the end date is January 31, ****. I have absolutely no idea where this date comes from.I was willing to pay until the end of May, but I am not willing to pay any longer regardless of the amount. I am requesting that this contract be cancelled immediately.Thank you,*******************

  

  Business Response

  Date: 07/06/2023

  Thank you for giving us the opportunity to address our clients concern on the billing length.   The majority of our phone directories have a length of 18 mths, which did the one our client is advertising through.  We spoke with our client to review the directory history and agreed to a resolution.   Lastly, we put in a cancel request for the directory renewal.     Our client was thankful.    

  Customer Answer

  Date: 07/06/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/23/2023

  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.

  On April 16 roughly I gave thrvy **** dollars roughly for there lead generation program and also another payment again for the month of May.I have supporting text messages stating they would refund me for there poor services. Because I only received 2 leads for **** dollars and also a bunch of leads that did not pertain to my line of business.

  

  Business Response

  Date: 06/26/2023

  Hello Team,  we contacted our client ****** this morning and confirmed the advertising had already been terminated with full refund.  ****** stated he is just waiting on confirmation from his bank and he will then remove this negative review.  ****** was very happy with our prompt response to this claim and stated he was very satisfied and no further action was required.  Thank you