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:05/15/2023

  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 cancelled this subscription on August 12, 2022. At that time we were told they had to run the ad through February, 2023. I received additional invoices after this date. When my assistant called to inquire, she was told that the information we had been given was incorrect and that it would have to continue through November of 2023. This was misleading and ultimately very frustrating.I find it outrageous that we need to continue payments for a year and a half after cancelling. I would never recommend this company to anyone.

  

  Business Response

  Date: 05/17/2023

  It was our pleasure addressing our clients concerns.   According to our client they requested to cancel on 8/2022, which was after the directory was delivered in the month of 6/2022.   It would have been to late for the cancelation and we dont have any records reflecting the request.   Also our client couldnt provide any details on who they spoke with on the cancel request.  We made an offer to resolve this issue, which our client accepted.  Lastly, the renewal has been marked to cancel.   Our client was thankful for the outcome.  Thanks.

• Initial Complaint

  Date:05/09/2023

  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.

  support request - #******* This is my fourth attempt to resolve a request that i put in over a month ago and i have email verification from month ago. Your tech support has been completely unhelpful even after i solved the issue for them i have included support request - #*******

  Customer Answer

  Date: 05/10/2023

  This is my fifth attempt to resolve a request that i put in over a month ago and i have email verification from month ago. Your tech support has been completely unhelpful even after i solved the issue for them i have included support request - #*******

  

  Business Response

  Date: 05/11/2023

  Thank you for allowing us to reach out to our client to assist. We have tried reaching the client several times by phone and email with no response. The client is requesting to have his Yext listings released now that he is no longer working with **. Our support team is working with Yext to release the listings. They will reach out to client when that is resolved. If anything further is needed, please let us know. 

  Customer Answer

  Date: 05/11/2023

  I am rejecting this response because:  NO ONE FROM YOUR TEAM HAS TRIED TO CALL FUNNY HOW MY BUSINESS LINE RINGS FOR ALL OF THE OVER 30 CALL I HAVE TAKEN TODAY EXCEPT FOR THRYV. I MADE THIS REQUEST LAST MONTH AND WAS ASSURED VIA EMAIL THAT THIS WOULD NOT BE A PROBLEM. JUST TO BE LET DOWN AND GOING AS FAR AS TO FIGURE OUT WHY THE ACCOUNT IS NOT RELEASED TO MY BUSINESS SO I CAN TAKE OVER YOUR COMPANIES CONTINUED NEGLIGENCE TO FIX THE ISSUE THAT IS PREVENTING ME TO HAVE ACCESS TO MY YEXT DASHBOARD 

   

  This is my sixth attempt to resolve a request that I put in over a month ago and I have email verification from a month ago.
  Your tech support has been completely unhelpful even after i solved the issue for them I have included support request - #*******
  
  Properly release my  YEXT account 
  
  
  please see attached 
  
  
  i tried again to see if there has been any change and even though i have figured out the issue ************** has failed to resolve it
  When i try to reset my password with YEXT login i get a Reset password from Thryv.
  *************************
  Executive Care Team
  
  I have not received an update or a missed call or a voicemail

  

  Business Response

  Date: 05/16/2023

  Good Afternoon, 

  We apologize we were not able to reach you previously to assist. We tried calling the business number several times last week after the first claim came to ** from the BBB. We left a voicemail each time. We tried calling the other number on the account we have but got a recording that no voicemail was set up. We also emailed the email on the BBB claim but each one came back to us undelivered. We understand the Supervisor with our Support Team is trying to resolve the issue. We are following up with them also for updates until resolved. 

  Customer Answer

  Date: 05/16/2023

  I am rejecting this response because:   Because you have not reached out to me and my problem that your *** team created  that only affects my buisness is still occuring here is another number 8176884473So after completing my listings contract thryv *** team improperly unlink my yext listings account. Have email confirmation from april 5th that i inquired about this matter and was assured it would not be an issue . Not only have I figured out the problem the *** team no one canfix it. Now i cannot take over it and yext is attempting to fix the problem and my listings sit all unverified.And the thryv team is ****** and still have not reached out. Just to supply another escalation ticket number. Thryv your *** team is responsible for this and has done nothing except admit they messed up if your knowledgeable in marketing unverified listings cause issues with your overall ranking and how many times your business is brought up in search  engines thank thryv *** team for not properly unlinking my yext account must be nice to not do your job correct and have a business take the fall just another big name little standards marketing business 

  

  Business Response

  Date: 05/23/2023

  Thank you for allowing us to attempt to reach out to our client and resolve their concerns. To reconfirm, have attempted multiple times to reach the client by phone and left voicemail messages each time on the business phone line as well as attempted other numbers we have on file. We have attached recordings of some of the calls confirming the voicemail and messages we left.We also tried emailing multiple times and each one came back as undeliverable.We have also attached some of those emails to simply reconfirm the contact attempts we have made. Thankfully, in a couple instances, the client was able to reply to our emails.
  
  The clients concern was that after cancelling her service with Thryv, she could not access her Yext listings. We tried to advise and work with the client and Yext to get this corrected. We have attached screenshots showing this was an issue on Yext and not Thryv. We cancelled and released the clients listings on 4-22-23. We tried to advise we were working with Yext to resolve but that unfortunately, took some time. During that time, the client did email that she had created new listings. Thryv still continued to work with Yext until we received the notice the listings were released from Yext on 5-9-23 and could it take up to 2 weeks from that time before she can claim them Screenshot attached.  We understand the client frustration and desire to move on but we unfortunately were not able to take matters into our own hands as the completion of the cancellation was needed on Yexts end, not ours.
  
  We understand this matter has now been addressed as the client has been made aware of all the facts. Thank you again for the opportunity to respond. 

  

  Business Response

  Date: 05/23/2023

  Additional information attached. 

• Initial Complaint

  Date:05/02/2023

  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.

  Thryv has purchased or assumed ****** marketing into their company. ****** and Thryv have continuously billed me for a continual service I never signed up for. I have a signed contract with ****** on 07/19/2019 and that was 12-month print ad agreement. No Digital adds requested. On 07/22/2020 I received a letter that ****** was adding digital ad at no additional cost as part of my ****** contract. I have not signed or received any further contracts to add extend or change my 12-month contract. I am receiving late notices to an employee at my company. She has no advertising rights or responsibility at my company. I am being billed monthly for Print Charges of ***** and ***** for a expired contract. I never signed up for extending nor does my contract state Auto extensions. Every year we would talk to the marketing rep and sign a new contract. After the 2019-2020 contract period I have not heard from anyone. I contacted Thryv and they said they discontinued the service but I am still being billed for a service I do not need nor requested.

  

  Business Response

  Date: 05/03/2023

  We were able to speak with **** and address the confusion that resulted in our acquisition of Vivial.  While we make every effort to make the transition as seamless as possible, we were able to confirm our client's concern especially regarding the digital.  After speaking with **** and reviewing the documents, we were able to resolve this matter mutually and to his satisfaction.

  Customer Answer

  Date: 05/04/2023

  I have reviewed the business response and accept this resolution. Thryv agreed to zero out the balance that was charged against my company that was not agreed upon in my original contract with them. Thryv rep stated he would send me a copy of the new invoice showing this. I am looking forward to seeing this completely resolved.

• Initial Complaint

  Date:05/01/2023

  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.

  I contacted Dex YP in February about double billing our business, both through Dex YP and Thryv, their new parent company for 51 dollars a month. Several months got by me before I noticed they were billing me by mail and automatic withdrawal. I informed them about closing our account with them by certified mail. As a 20+ year subscriber for the yellow pages, they mentioned that I would have to pay out the rest of our contract, except I never signed a contact in the 5 years that I have run the business! I ended up putting a stop payment on our bank account they were illegally withdrawing from. I noticed two days ago that Dex YP had pushed through a $510 dollar charge through our checking account, even though a stop payment had been issued and billed! I will be pursuing every single avenue to make sure that these people don't do this to anyone else! I have evidence of double billing, stop payment and certified mail cancellation. They would need to be scanned in if you think it would help this complaint.

  

  Business Response

  Date: 05/01/2023

  We had the privilege of speaking with our client regarding his concern with the auto renewal 8/2022 print directory.   On 3/6/2023 our client mailed in a letter to cancel, which was 8 months after the renewal.  This wont impact the current directory, but the 2/2024 renewal.  So a cancel has been placed for the 2/2024 renewal.   Also he asked if a balance is owed to note on the finial bill.   At that point we changed the billing from monthly to annual, which creates a final bill.   Since the account is set up on auto payment by our client through their bank, the last payment was made to close out the account.  
  
   We have spoken with our client to cover the findings and advise we are finding the records in order.    Thank you.  

  Customer Answer

  Date: 05/01/2023

  I am rejecting this response because:   I agreed to no such contract, nor was I notified in any way that there was A contract.  Can you provide me with the legal signed contract that I agreed to?   The contract that was referred to in the attached email?  

  

  Business Response

  Date: 05/02/2023

  When we previously spoke with our client, he advised his true dispute is with his bank regarding the *** payment (auto payment our client set up through their bank), it wasn't the renewal.  Regarding the renewal.  Our clients advertisement goes back to 2003,which the original agreement was Voice authorized.   Since 2009 the program has been auto renewed and our client was advised via letter/billing statements their program would be renewing.   For example the current advertisement (8/2022) renewed automatically and our client was advised it would be on their 5/4/2022 invoice.  (see attachment).   
  
  Theyve benefited from the program every year and never advised of wanting to cancel until the middle of the current directory on 3/6/2023.  It's impossible to cancel a print directory in the middle of the publication.  Once they advised they wanted to cancel, we put in a cancelation for the next renewal that is 4/2024.   Lastly, the current directory has been paid in full, so there is not future billing. 

  
  As previously advised we find our records to be in order.  Thanks

  Customer Answer

  Date: 05/02/2023

  I am rejecting this response because:   This response is Incorrect, I never said that my "true dispute" was with the bank.  This dispute is with Thryv/Dex Media solely. I mentioned that I had issued a stop payment and I was going to file a dispute with the bank for allowing Thryv/Dex Media to debit our account after submitting said stop payment.  Do note that any communication going forward will need to be written, since my words are being used incorrectly from a voice call.

  I received no communication that I was under a "contract" or a "publication", and I received no mention of a automatic renewal, which by the way is against the law in the *********** Rev **** 407.675.  Also, a verbal contract under our ****ue of limitations is only 5 years MO Rev **** 516.120.

  I would also like to point out that their math doesn't add up by their own admission in the prior response, "our client was advised it would be on their 5/4/2022 invoice".  They withdrew ****** from the business checking account which just so happens to be an entire year of "publications".  If the "verbal contract" renews on cancelation, that violates several more Federal and MO state laws.  By their own admission, we should only owe 3 months, and had I been notified of such contract, I wouldn't have had any issue paying the 3 months.  Again, I knew nothing of a "contract" or "publication"!  I wasn't notified of either!

  You may want to check the records of Dex Media before they sold out to Thryv.  I don't remember receiving any documentation from them before they sold out to Thryv other than the funds being withdrawn from our bank account.  Can you prove that they sent us any documentation?  If so, how?

  I can provide any documentation necessary for this complaint!

   

   

   

   

   

  

  Business Response

  Date: 05/08/2023

  Thank you for allowing us to further discuss this claim. We apologize for any inconvenience or confusion from our last response as part of the last conversation we had with the client was directed at the clients desire to contact their back to get the $510 payment backed out/stopped/refunded. We understand there are other disputes from the client but were attempting to relay the topic that had to be addressed with the bank.
  
  Upon further review other account, we have attached two invoices that were mailed prior to the last two issues of the Bootheel Area directory publishing. You will notice a bill message on the first page that indicates a renewal is comping up. Please note, the 2022 renewal also indicates the publication period is 18 months. We also attached older renewal notices going back to 2016. We have also attached a copy of a letter that was mailed to the client in August ***************************************** his banking records needed to be updated. This would ensure payments from the bank are mailed to the correct address. Our records indicate a cancellation was not placed until January 2023 which is 5 months after the latest edition was published.
  
  DexYP was not sold to Thryv. The company was restructured and one outcome was a change to the company name. This change did not impact existing advertising accounts, charges, or contracts. Clients were sent notifications and a thumbnail image of what the email/letter looked like is also attached. If emailed, this would have gone to ************************ but if it were mailed, it would have gone to the address on file.
  
  The $510 invoice was for the balance due plus the remaining months left to bill.The directory invoices $51/month from August 2022 to Jan. **** (18 months).Thru March 2023, the client has paid for 8 months and in April, we invoiced for the remaining 10 months ($510). The attached Client Letter dated 2/24/2023 indicates ************* wanted to cancel the account and if any balance is owed,please note on the bill that it will be a final bill. We were not able to change the billing to invoice the remaining months until 3/7/23. This was three days after the March 4th invoice was mailed to the client. The April 4th invoice was for $510 which was for the balance owed. The Activity Date on the final invoice (attached) indicates it is for charges thru 1/31/24. We can go back to billing monthly if the client prefers.
  
  While we believe this documentation clearly outlines the chain of events and the validity of the advertising charges, we were able to connect with our client and came to a settlement for the remaining balance. Their next invoice will reflect a $0 balance and will be mailed on 6/4/2023.

  Customer Answer

  Date: 05/08/2023

  Thryv contacted me and we were able to resolve the issues.  In turn I agreed to ask that this matter be removed from BBB complaint list.  

• Initial Complaint

  Date:04/26/2023

  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.

  Contracted with Thryv January, ****. They sold me a plan, making promises that Thryv still has not fulfilled. They failed to compete said time of February 27. I had canceled hosting with another company. However, I was without a Website. Finally website was too bad for clients to see. Two months a without website to refer clients, people made all kinds of derisive comments, even calling ** a fraud because QR code did not work and poor website!After escalating to CEO, final people fixing the site did well. For damage, I requested months of free-of-cost service. The refunded one month. lower management offered one more month. After protesting, they wanted to invade my records; my lawyer said this is uncalled for, from people without a legal background. No value for the customer.One worker yelled at me twice and I hung up. She sabotaged success of piers building the site by constant talking. She told me that I was in trouble with the company because I had hung up on her when she yelled. She even threatened me. This is customer abuse.. I am not asking for much, but when their supervisors decided to strong-arm me in an oppressive way and told me through their messenger that they wont give me any more than one month compensation, I had no choice but to seek help from an external party. I have never seen so much stubbornness and incompetence in my life. I am very disappointed, and I am not asking for much after all the loss due to their failure to put up a website in due time so customers could view it. In light of their promises, I had told many people about them. At this moment, I could never recommend anyone to Thryv. Their upper management may possibly be more savvy about the customer experience, but their middle management and lower tiers have little or no insight. My lawyer said to start with the Better Business Bureau, which would cost them hundreds. If I do not receive a fair settlement, then we will take legal action, which will cost thousands..

  

  Business Response

  Date: 05/01/2023

  We have contacted *********************** and have sent a certified letter outlining the action plan moving forward.  Thank you

• Initial Complaint

  Date:04/03/2023

  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.

  So its been almost a year ago now that I had some girl hit me on ******** asking me to help me with my social media presence. First she came to my house dressed inappropriately and was dressed inappropriately every time she showed up, oh and a foul mouth. She would be nasty with her customer service on the phone and then tell us that you can do that when your the top producer. She lead us to believe she was some big shot and top rep in the company and made all these promises of how much business she could get us. Of course she was gunning to get her husband a job as our manager so she could feed him all the leads! Thryv has turned out to be nothing more than a total scam! All it has done is ruin our business! We have tried for months to get our emails back in our control with nothing more than a run around! In addition they took monies out of our account when they were told not too and still owe us 12k back! They ignore your calls! Anytime you are on the phone with them everything is your fault as the customer! In addition the only traffic it has generated is other companies telling us how terrible our site is and that they can help us. Our phones have been blown up daily with those types of calls. Oh and they told us they would fix a bad review we got from a guy that ripped us off. We built a house for him and didnt get paid! That was all a lie as well!I want my emails back and I want my 13k now! I am going to loacal news media next!

  

  Business Response

  Date: 04/17/2023

  We are still in dialogue with our client regarding this matter. There are two issues that are still unresolved as we are awaiting a call back from our client. The first issue concerns charges and performance for the Leads/SEO program. While we understand many factors play in to the success of these programs there is also client involvement and consistent changes that have to be implemented. We are willing to work with our client regarding  a settlement however we still need to speak with our client to do this.
  
  The second issue is the obtaining of older emails from our portal. In regards to this matter we still need to speak with our client to review this process to obtain said emails. We look forward to hearing from our client.

• Initial Complaint

  Date:03/29/2023

  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 told Thryv that I wanted to only use them for my website months ago. Several weeks ago I had my website domain removed from Thryv and I currently have my website with another company.I received a bill a few days ago saying that I owe for the next month 3/22/23-4/22/23. I thought this was a clear mistake and sent an email because I no longer need their services. My email is run through them but they said I can get it myself through ****** for $5 a month, but Im being charged $200.I get a call today from escalations, Im assuming who it is and they tell me that because I didnt notify them *****************************************************?? How can you charge someone for something that you dont have access to? Its crazy! He proceeds to tell me that because I have email and some other service that Thryv doesnt have access to, its a package deal with my website and thats why they are charging **** cant believe I have to jump through all these hoops a company to just do the right thing. Everything isnt on paper, just use your common sense.I paid for a full month before and I didnt ask for a partial payment because my website wasnt with them for half of it.I just want to be reimbursed this month Ive paid for that Im not using AT ALL, nor is it possible for me to use their service AT ALL!

  

  Business Response

  Date: 03/31/2023

  We were able to speak with **** and after reviewing the account and the timing issue created with the cancellation request.  We agreed that we would be able to reimburse this month's charge.

• Initial Complaint

  Date:03/21/2023

  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 purchased Thryv whole package (website, social media engagement and CRM) back in May 2022. I paid $399 for a brand new website $349 monthly for web maintenance and the rest of the package.The website was developed but was never launched to this day, according to the IT department they were never able to contact me, yet they spoke with me for hours to gather all the information and pictures they have in the website that was never finished, they lied documenting those comments.Social media engagement stoped 3 months ago, and before than it was just random picture posting on my social media pages that I had previously developed myself and I continue to maintain.the software works only on my computer but the app on the cleaners side does not work, I tried getting help and I just never get an answer to what is goin on.The payments are goin out of my bank account every month for services that I am not getting.The sales person *********************** said she would return my money for the website and all the services I didn't get, I also requested her to cut down the services and I would like to pay for the software only. ***** said on November 13th 2022, that she will get back to me with the refund and price adjustment for *** services, she only needed to confirm with her supervisor...... it is March 21st 2023 and to this day *********************** stoped responding my emails, phone calls and *********************** says he can't help me because ***** is the only one who can.I need my money back, I need answers, I am tired of being ignored and no one is responsible or can help me with this issue.At this point I don't need the website any more or anything else I have hired another team, but my money continues to come out of the bank.Please help me!!!I I am desperate.

  

  Business Response

  Date: 04/03/2023

  Thank you for the opportunity to assist our client with their concerns. The client had several concerns. First was the website never being live. Our records indicate the website went live on 6-14-22. We have attached the email the client received advising the website was live as well as performance reporting. The client can also access this data be logging in to their Thryv Tool. We also show in October of 2022, a web consultant the client was working with submitted changes to the website on behalf of the client such as replacing wording in the header,changing verbiage, and adding verbiage for residential cleanings. The client advised she was told by someone in our company recently that the website did not go live. However, we cannot confirm that at this time as we dont know who or when this conversation took place, which would allow us to further inquire about the comment. When speaking with the client, she was concerned that she had been advised that some of our records indicate she was not engaged in the process of the website. That is a term used when there is a missed appointment.We do show the client was engaged with us at different times, even when some previously scheduled appointments were missed or rescheduled.
  Another concern was her social media postings, a feature of the Thryv program. We have found there was a system issue that caused the post to stop and the last one was 1-9-23. The client also stated that it was just random picture posting on her social media pages that she had previously developed herself and she maintained and were just random pictures with no text or text with no pictures. Attached are screenshots of several posts we provided for the client showing both pictures and text. The system issue has been fixed and we could resume posting but client has requested to cancel. We are happy to discuss compensation for the missing social posts.
  The last concern the client spoke of was the Business Advisor not being in contact with her after she had offered a credit and then spoke with the client about making changes to the program. We have asked the client to provide the documentation she states she has about those conversations as we are willing to honor what the Advisor had said.However, we have not received any documentation from the client at this time.
  Based on the issues above, we are prepared to make a settlement offer to the client for the social media posting that were not performed. Currently, we feel these issues do not warrant a 100%credit as the scope of the issues are not the full value of the program. Per the clients request, we have placed the cancel request so she will not bill again, and it will cancel on 4-17-23.
  We look forward to speaking with the client when she is free to reach out to us again. 

• Initial Complaint

  Date:03/14/2023

  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.

  A yellow pages advertisement was placed in 2012 with a contract with *** ****** It seems they have been charging the buisness $113 monthly till now. Never was they given permission to auto renew. Even then any auto renew should have an expiration date. I took over the buisness in November of 2022 and found this unnecessary payment going out monthly. I called them to cancel the account. ( They were notified in November 2022 about the same but did not act on it ) I was told two days ago they renewed it as of March 1st , 2023 for 18 months, till August 2024. This is deceptive practice and fraudulent to say the least. My buisness is being taken over in the next month or two and I have to pay Thryv more than $2000 dollars. I am willing to pay the next couple of months. I would like for BBB to intervene. You can check the contract that was signed in 2012. Most likely they do not have a copy as they acquired *** ******

  

  Business Response

  Date: 03/22/2023

  Business Response /* (1000, 5, 2023/03/16) */
  We are thankful for the opportunity to address our clients renewal concerns. While our records are in order, after speaking with our client we agreed to a resolution. Also the renewal has been marked to cancel. Our client was thankful with the outcome. Thank you.
  
  
  Consumer Response /* (2000, 7, 2023/03/20) */
  Thanks for reaching back. It appears Thryv will help resolve this situation. I was part of a business that I took over. I found out that the contract dates back to 2012. The them management had place it on auto renew. Thryv went through restructuring in the last 5 years. Never have they contacted the office. They delayed reaching out when we contacted them in November and February. I presume it was to hook us into another 18 month auto renewal.
  
  Anyway it's settled. I will pay 9 months to get out of the contract.
  
  I have included BBBin the email correspondence for resolution.
  
  Thank you again.

• Initial Complaint

  Date:03/02/2023

  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.

  I signed a contract with Vivial 5 years ago and recently noticed that i was not contacted to renew as usual every year. I received no information that Thryv bought Vivial. I tried contacting my representative at Vivial and the company number. All disconnected yet money was automatically being taking from my account each month. With no way to contact the provider I went to my bank to stop payment on the recurring charge. I heard from Thryv right away when payment was declined through email. I called to tell them I want to cancel and I put a stop payment. After speaking with the Thryv representative, *********************************, I am relieved to be free of this company. This representative was unfriendly, horrible attitude, combative and tried to deflect the blame on to my company, my boss was standing next to me during the conversation in disbelief. One would think customer service would be a bit more friendly to keep customers. I received receipt of the canceled contract yet THRYV will not stop trying to charge my account.

  

  Business Response

  Date: 03/10/2023

  Dear Sir/*****
  
  We are in receipt of the complaint registered by *************************/Your Choice Hardwood Floors, for the phone number of ************, regarding the advertising. We have thoroughly investigated the advertiser's concerns and our findings are as follows.
  
  Vivial was purchased by Thryv early last year. Emails have been sent out to all our clients throughout the year letting them know what the changes would be. Vivial does have the same email address on file as the complaint.
  
  **************** spoke to ************************* Representative (***) on March 1, 2023, regarding requesting to cancel the advertising. The *** went over the advertising and asked **************** if she was aware of her terms and conditions. **************** stated she would have to sign a contract each year. The *** explained to her from the last contract she did authorize in 2018, it does state it would auto renew unless we would hear to cancel or make changes. The *** did cancel the advertising and remove the remaining charges for the client. This does take one to two billing cycles to reflect on the statement.
  
  We are confident that our practices remain fair and impartial to our entire customer base. Please be assured that the advertiser's concerns have been documented. In the event that you require additional information please contact me via email or direct at **************.
  
  Respectfully Submitted,
  ***********************
  

  Customer Answer

  Date: 03/14/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  It felt like our company was being scammed when all the contact numbers I had for vivial were not in service.
  
  The last contract I agreed to was in 2021, Renewal terms were always for 12 months. 2018, 2019, 2020 renewal is attached, 2021, covid was an issue and I authorized over the phone versus an office visit. Auto-renewal was never mentioned. I honesly feel this company will just lie to lie. It all could have been resolved with a simple apology and cancellation of contract, instead of a rude combative customer representative, follow-up harrassment threating our business with extra fees, etc and repeated attempts to charge my card after speaking with Representative. Thank goodness for stop payments.
  
  There was no notification through mail or email regarding any changes. Bad business practices and ethics and I see I am not alone considering the amount of complaints received for this company.
  
  At the end of the day, its sad the only way to get a hold of this company was to put a stop payment on the charges.
  
  They have finally stopped trying to charge my card, with that I am satisfied.
  See Attachment/File: 2018

  

  Business Response

  Date: 03/27/2023

  Thank you for contacting us and for your feedback. We are glad the matter has been resolved.Thank you