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

  
• 

  Thryv

  1506 Moran Rd Sterling, VA 20166

• 

  Thryv

  6 N Main St Dayton, OH 45402

• 

  SuperMedia, LLC

  4021 Stirrup Creek Dr Ste 350 Durham, NC 27703

• 

  DexYP

  8700 Indian Creek Pkwy Overland Park, KS 66210

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:06/23/2023

  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.

  I called to request a free listing in their online directory as Yellow pages/thryve website states they offer free online listings but as you have to contact their customer service to do so they ask you to advertise and you repeatedly tell them you are not interested thy continue to ask don't you want to know how it works they are relentless a free listing in only a means for them to create a listing for a user and then try to solicit advertising with large amounts of money with a contract and if you cancel the contract they keep over half of the amount you paid for advertising the customer service does not add the correct information as they set up the account and look up the name and add a website themselves that is incorrect and you tell them the description of your listing and they say they added it and did not and add your logo and did not aleast provide the correct information if your going to list a business. they hang up on you or transfer you to a busy signal because the moment you tell them you dint want to advertise and when they are exahusted from repeatedly trying to sell you ads they no longer have an interest in assisting you with a free listing and very bad customer service. I will never advertise so please stop calling me and asking ,e to advertise and thats all they talk about when you call them about your listing to be updated and the customer does not have access to make the changes to their online listing or to create the listing you have to call their customer service.

  

  Business Response

  Date: 07/03/2023

  Thank you for giving us the opportunity to speak with our client. We have spoken with our client and found that when the requested a free listing for two of their businesses, there was incorrect information submitted at that time. We have contacted our client and made all requested correction,and their listings are now published. Our client was satisfied with our resolution and no further action was needed. Thank you. 

  Customer Answer

  Date: 07/03/2023

  I am rejecting this response because:   I am still being contacted for solicitation to advertise and no is not a good answer as they continue to try to force their services on a customer I have the emails and copies of all the conversations I have ask numerous times to stop calling and now they email me. I will never advertise all I wanted was a free listing not to be harassed every few days by phone or email. 

• Initial Complaint

  Date:06/14/2023

  Type:Customer Service 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.

  We've contacted Thryv twice to cancel print and digital subscription that we've been paying and charged for which we have not signed up for. Upon contacting customer care ************************* to cancel the subscription she says the subscription cannot be cancelled till April of ****, as this subscription was initiated April of 2022, based on the email on account. The email on the account belonged to a past member of our Society that has moved over 6 years ago, we contacted her to inquire on the subscription, she asked how was a subscription made using her email? No other member of our society knows her email address. The name on the account belongs to our Secretary, she does not know how her name was attached to the account as she too did not subscribed for this service. We are being charged for digital services that we have not been provided and print listing that we did not ask for. Printed listings are free information Thryv acquired from any landline provider, thus why are we being charged for services that are free. We were told that the digital charge will be removed, however the printed listing will not be cancelled until the upcoming print is due for distribution. ************************* from customer care claims the cancellation policy is listed in the contract, however, since we know nothing of the contract and have not signed a contract, then the policy does not exist and should be null and void. Unfortunately, our Secretary has been paying for these services in error thinking that a board member enrolled for the service. Now that she is aware that no one from our Society enrolled or signed up for this service, thus have the right to cancel immediately. Please HELP!

  Customer Answer

  Date: 06/16/2023

  Aloha, 

  Thank you BBB for your help, we truly appreciate it.  update of matter; after the 5th attempt in contacting Thryv to achieve resolution, customer care ********************* offered assistance.  She reiterated the digital ad we've been paying for over several years with no service provision has been cancelled, however, the print ad will not be cancelled till April of ****, again, despite the fact that there was never a signed contract for this ad listing to begin with.  **** was unable to explain how a member of our Society's email address was attached to the account without her knowledge and unable to explain how our Secretary's name was attached to the account without her approval.  In any case, ********************* offered a pay off amount of $75 for public relations consideration which will settle the account and our list removed from directory come  April of ****, with a cancellation confirmation #********.  Fortunately we'll be done with this matter once and for all, sadly with the digital ad we've been paying for, is unfortunately funds loss of $25 for each month paid, back to the initial date charged for this non-service provision.  Its interesting, since BBB has contacted Thryv regarding this matter, Thryv has immediately reached out to us.  Had we not solicited the help of BBB, this matter would still be unresolvable (like nails on a chalkboard).  It is our hope that no other business will encounter and endure the multiple transfer drop calls or hang *** as we have for a simple request to cancel subscription.  

  Thank You BBB, You Are A True Blessing.

  

  Business Response

  Date: 06/20/2023

  Thank you for the opportunity to reach out and assist our client with their concerns.  We have verified all advertising has been submitted for cancellation and our client stated everything has been resolved per her conversation with our *********** Representative as far as the billing.  Our client thanked us for reaching out to her however everything has been resolved.  Our client was provided our direct contact information should she have any further questions or concerns. Thank you *************************, Executive ***********

  Customer Answer

  Date: 06/22/2023

  I have reviewed the business response and accept this resolution. 

  Aloha, 

  Thank you BBB for your help, we truly appreciate it.  update of matter; after the 5th attempt in contacting Thryv to achieve resolution, customer care ********************* offered assistance.  She reiterated the digital ad we've been paying for over several years with no service provision has been cancelled, however, the print ad will not be cancelled till April of ****, again, despite the fact that there was never a signed contract for this ad listing to begin with.  **** was unable to explain how a member of our Society's email address was attached to the account without her knowledge and unable to explain how our Secretary's name was attached to the account without her approval.  In any case, ********************* offered a pay off amount of $75 for public relations consideration which will settle the account and our list removed from directory come  April of ****, with a cancellation confirmation #********.  Fortunately we'll be done with this matter once and for all, sadly with the digital ad we've been paying for, is unfortunately funds loss of $25 for each month paid, back to the initial date charged for this non-service provision.  Its interesting, since BBB has contacted Thryv regarding this matter, Thryv has immediately reached out to us.  Had we not solicited the help of BBB, this matter would still be unresolvable (like nails on a chalkboard).  It is our hope that no other business will encounter and endure the multiple transfer drop calls or hang *** as we have for a simple request to cancel subscription.  

  Thank You BBB, You Are A True Blessing.

• Initial Complaint

  Date:06/14/2023

  Type:Billing 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.

  Have received several bills and late notices paying for an advertisement service we have never signed up for. We have called on it multiple times to explain that we did not sign up for it or previously cancelled it when we purchased our business over a year ago. At one point we were told that in order to cancel they needed to see the legal documents involved with the buy-out, which was absolutely not going to happen. I was able to check the checkbook of the previous owner, and saw no payments to either Thryv or The Real Yellow Pages, only most recently to HIBU/Yellow Book. An emailed bill instructed me to login to see the current invoice, but when the same email is entered into their login page, it says no such user exists. In my opinion, even if an advertisement for my company WAS placed, it's not my problem that they placed said advertisement prior to being paid, as we would not have paid for that service. Most recently, we received a paper notice telling us that they will be sending us to collections, again for a service that we never signed or agreed anything to pay for, having made the decision 2 years ago to discontinue any phone book advertising. If a contract DOES exist, we would like it to be produced, because again, it's not something that I, or the previous owner, appears to have ever signed with Thryv/The Real Yellow Pages.

  

  Business Response

  Date: 06/20/2023

  Thank you for contacting us regarding this dispute.    When there is change of ownership, the new owner is required to fill out a change of ownership packet and provide a copy of the bill of sale.   This officially puts on record there is change of ownership, otherwise the account stays under the previous owners name and responsibility.   We will attempt to contact the business if a payment isnt made based on the original owners agreement.    By filling out the change of ownership packet, it will redirect any collection attempts .
  
  Weve attempted multiple times to contact the new owner, but werent successful.    We have put a cancel request in process for the future renewal and closed this claim without any resolution.   Thank you.  

  Customer Answer

  Date: 06/20/2023

  I am rejecting this response because:   I have replied several times to an email I received from Thryv saying they have tried multiple times to contact, with times that work and an appropriate phone number.  I was out of the office last week for a family event and told them so, and I haven't been told from my staff that they have tried again.  In my opinion, they haven't tried hard to contact me.  The sale was completed on 12/31/2022, and the last record the previous owner has of any payment was in 2020, to Hibu.

  Customer Answer

  Date: 06/20/2023

  Spoke with ***** on the phone on 6/20/23.  He provided ** an electronically signed copy of an order signed by the previous owner that ran through January of 2023.  After having seen the previous contract (which we had been asking for the entire time), we will agree to pay the balance, with the assurance, which we received from *****, that the account is cancelled as of 6/20/23.  If we receive any additional payment requests beyond this, we will reach out again.

• Initial Complaint

  Date:06/07/2023

  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 signed up on May 11, 2023 for Thryv. I had to pay an onboarding fee of $379.31. It is now June 5 and I have not been fully onboarded by their specialists nor have I been able to get the software to work as it is supposed to. When I reached out to fix issues, I was told they would get back to me which they never did.I was promised that they would help me to get my account set up and running. They were not available at times that worked with my schedule and refused to email about issues I was having. The customer service manager promised to assign me to someone with evening availability but when I was contacted by the new customer onboarding specialist, they also would only schedule appointments during business hours.This platform is supposed to be an all-in-one solution to having 50 different apps that dont talk to eachother but it seems that the app is barely functioning. I am not sure why they have so many good reviews. This has been a terrible experience and I would like a refund for the $379.31 I spent on onboarding that didnt happen.Below is a list of reasons I believe I should be refunded:-The features didn't work or were lacking functionality - The competitor watch wouldn't load after adding in competitors - the social media management didn't have the capacity to crop photos - the calendar wouldn't load - my emails weren't going into my inbox - not user friendly - the branding options are extremely limited -The cost is astronomical - they dont mention that you dont get all of the extras like Thryvpay when you signup. - had to pay per team member plus a monthly fee - there was no free trial - their onboarding specialists are only available during business hours EST - they don't know how to use the program. - Upon cancelling I was told that that it was a six month term and they would not refund me and month I wasted trying to get the software to work and the most they could do was not charge my card again.

  

  Business Response

  Date: 06/09/2023

  We have been able to speak with our client via email. A cancellation and full refund for the payment has been placed and no future charges are due. 

• Initial Complaint

  Date:06/01/2023

  Type:Billing 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.

  I've tried to cancel my service for 6 months. Three months ago, Thryv sent a notice saying I had 10 days to respond and cancel (in tiny print). I didn't see the notice, but have call records from January - June where I can demonstrate that I attempted to cancel over many unanswered calls to customer service. ********************** now says I owe over $2,500 for a service I do not want and that I attempted multiple times to cancel for three months before the end of our term. Thryv provides one phone number for customer service and does not answer the line. The only time I was able to reach Thryv was after the extension of our "contract" by 18 months. A "contract" I never agreed to.I placed calls to ************ on 2.2.23, 3.2.23, 5.4.23, 5.23.23, and 6.1.23. I didnt call in April as were a tax accounting office and we may have delayed A/P the first of that month. However, youll note a consistent attempt to reach Thryv to cancel our service; a service that we have consistently paid for since 1988!When I call Thryv from our office number, every single time the call goes to a voicemail box that is full. The full inbox that I typically reach informs me that I need to call ************ if I do not get a call back within 24 hours. Since the inboxes are always full, I cant leave a message. Therefore, I call the supervisor/manager to cancel the account. The **************************** inbox is always full, even today.I will not pay for the extended contract as it is not something I agreed to, and I can demonstrate that I attempted to cancel well before the due date. Thryv's billing practices are predatory and all I want is to disengage from Thryv as soon as possible.

  

  Business Response

  Date: 06/05/2023

  We were not able to speak with our client via telephone but we were able to correspond via email. We have advised our client that the only amount that is due is the 2022-2023 past due amount. No further charges are due for the 2023-2024 directory and all future directories has had cancellation requests.

  Customer Answer

  Date: 06/05/2023

  After filing a BBB report, the business did write off the unapproved charges of +$2,600.  I'm satisfied with the response to my complaint; however, I'm quite certain Thryv's predatory practices will continue for other customers as they do not admit fault or indicate their mistake in their response to my complaint.

• Initial Complaint

  Date:05/31/2023

  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.

  I signed up with Thryv in the beginning of 2022 to handle my internet postings, They were lousy in their service so I canceled them in the Fall of 2022 I have since learned that they took down my web site from ******* Now I owned that domain name and had the website up and running prior to ever going with Thryv I also never signed over and agreement stating they own my website.That is proprietary theft I want my website Back, I have tried to talk to them and I keep getting transphered from one person to another, Their service is lousy and they stoled my website

  

  Business Response

  Date: 05/31/2023

  We were able to speak with our client regarding this matter and supplied our client, while we were on the phone with him, the domain transfer code. Our client was concerned as to why his website was cancelled however, we were able to advise him of the cancellation request he placed with our company in November 2022. This cancellation request would have cancelled any advertising including the website we were hosting. Our client requested the website domain back and we granted his request.  

• Initial Complaint

  Date:05/25/2023

  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 father had a mobile home park and used Thryv to advertise in the yellow pages. We recently sold the mobile home park due to his age and when I called to cancel I was told I needed to fill out the "out of business program" forms. They emailed me this packet and after review noticed it needed to be notarized. The listings in the yellow pages are through June ****. I have disconnected the phone number (and can provide proof) but Thryv wants to make it as difficult as they can for you to cancel so they can still collect their monthly fee. Because of my father's age, getting the document notarized will be difficult and also, why should we pay to have it notarized. Any other company I have contacted regarding disconnecting or canceling products/services have been more than happy to help, not Thryv! I feel potential customers of Thryv need to be aware of this tactic.

  

  Business Response

  Date: 05/31/2023

  Thank you for allowing us to reach out to assist our client. The client was concerned that as part of our Out of Business/Change of Ownership process and paperwork, the forms are required to be notarized. Her Father (the owner) is elderly and would be hard to get him out to have papers notarized and the cost of it. These are legal documents and that is the reason they would have to be notarized. However, we were able to get an exception approved in this instance and the client has been advised to send the forms in and do not need to be notarized. If you need anything further, please let ** know. 

• Initial Complaint

  Date:05/23/2023

  Type:Billing 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.

  We have received multiple phone calls and letters from this business sating we owe a debt for a service we never received. All but one time the caller said they would not speak to me about his matter as I was not the one who owned the company, even though I am the office manager. Finally, on 5/22/23 at 12:55 PM a woman named ******** told me she was from ************************* on behalf of The Real Yellow Pages and calling about our Century link bill that The Real Yellow Pages acquired through Thryv/Vivial. Then she sent me copies of invoices, six in total, that stated the digital charges were for advertising. We have not, and will not ever use their services and want this balance zeroed out, corrected and to be left alone immediately. This is FRAUDULENT.

  

  Business Response

  Date: 05/24/2023

  We had the privilege of speaking with our client to review their advertisement program.    For security issues we couldnt review the account with their office manager since she wasnt on the account.   Our client didnt realize she had the digital program.  We agreed to resolve the issue and processed an cancel.  Our client was thankful.  Thank you!

  Customer Answer

  Date: 05/24/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/17/2023

  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.

  Have been paying a mystery bill since 2016 for a yellow pages listing set by previous owner of a business. When looking into what we were paying for, in 2022 we were informed it was for a print ad in a phone book. Since 2015 have never come across this print. Company (thryv) refuses to cancel the account ****************************, claims we must fulfill a contract that has been "auto renewing" since the previous company but they cannot provide me with said contract nor evidence of service. Ending with the threat to turn to collections if we don't continue to pay the monthly bill.

  

  Business Response

  Date: 05/22/2023

  We had the pleasure of speaking with our client and address their concerns.  Based on our conversation we realized their was a breakdown in communications.   To resolve this issue we agreed to a settlement on the current directory and put in a cancelation for the renewal.   Our client was thankful.   Thank you.  

  

  Business Response

  Date: 05/22/2023

  We had the pleasure of speaking with our client and address their concerns.  Based on our conversation we realized their was a breakdown in communications.   To resolve this issue we agreed to a settlement on the current directory and put in a cancelation for the renewal.   Our client was thankful.   Thank you.  

• Initial Complaint

  Date:05/15/2023

  Type:Billing 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.

  I have been a customer of ********************, now **********************, for 20 years for my business, **********************************************, P.C. Due to the covid-19 pandemic, I started telehealth 3 years ago. I have had a rental agreement with *******************, *****, ** for about 12 years. As of July 1st, I will no longer have an office there, where I use the phone (without making any payments on the use of their phone). I contacted Thryv on 4/17/23 and cancelled my services, and they did, but said I would still need to pay for another 12 months. I spoke to ***************************, and told her I never received a contract nor did I sign any contract for 18 months, which apparently was changed from 12 to 18 months. Under Dex Media, I always received a contract to review the yellow pages and approve and sign, but not with Thryv. I told her I do not pay for the phone, it will no longer be my phone, and it is just an extension line for ******************** I spoke to ***************************, ************, who said she would look into this and agreed with me that she would approve but was not her call, but had me speak with *********************** . who sent me an Out of Business Packet, that I would have to agree my business is closing, which it is not. He said I could payoff today $1,113.50 and he would give me a 20 percent discount on this. I contacted ******** again, via email as she said I could reach back to her if need be, and ***************** emailed back, who is her supervisor and also said it's up to "care team." I paid this month in May to not be delinquent, but don't believe I am under obligation to complete a contract I didn't sign for. Any help with resolution would be very appreciated. My account number is *********. ***********************

  

  Business Response

  Date: 05/16/2023

  Our clients concern was that she did not authorize the agreement for her account. We have spoken to our client and have reached a mutual settlement agreement.  We have assured our client that her agreement has been canceled for the next issue. Our client was satisfied with the end result. Thank you for the opportunity to work with our client.

  Customer Answer

  Date: 05/16/2023

  I have reviewed the business response and accept this resolution.