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, Inc.

  1155 Volunteer Pkwy Bristol, TN 37620

  
• 

  YP Marketing Solutions

  9800 Shelard Pkwy STE 340 Minneapolis, MN 55441

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:02/17/2023

  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 repeatedly called our business sent letters stating that we owed them $220.54 for advertising in "The real yellow pages" and for a website that is not ours. They have the contact for our business listed as someone that is not employed here. The website that they claim is ours is not our website.
  
  They are threatening to send the amount owed to collections and to report it to a credit bureau.
  
  I called on 2/17/23 to see what is going on. They cancelled our "account" but however cannot remove the charges? This is fraud.
  

  

  Business Response

  Date: 03/23/2023

  Business Response /* (1000, 5, 2023/02/22) */
  Thank you for allowing us to resolve the clients issue. We tried reach the client by phone, however we were unable to. We have contacted him via email to advise we have resolved his issues as there was a system issue with his account during a system migration and the balance due has been removed.

• Initial Complaint

  Date:12/18/2022

  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.

  My counseling business, *********************************************. XXX-XXX-XXXX Contacted the representative **** to cancel in April 2022 for both print and digital advertising. He Stated he could only cancel the digital ad. He stated that a renewal was sent November for paper ad, which I did not receive. Normally they physically mail out a proof of advertising, and I never received any such proof either electronically or by mail. My business Closed August 30, 2022. I sent in the appropriate closure forms and was denied. My office is closed and they want to continue billing me until September 2023 for approximately $600. I feel that this is a scam on yellow book As I notified them and filed the appropriate forms, and I am no longer in business. Kind of difficult to believe in paying for an advertisement every month for a company that is closed. Just recently, I spoke with several representatives, and they said there was nothing I could do.

  

  Business Response

  Date: 03/17/2023

  Business Response /* (1000, 5, 2022/12/19) */
  Thank you for giving us the opportunity to address our client's concern. We have spoken to our client so we could address our client's concerns. In order to help our clients during a close of business, certain requirements are needed for approval to close out the account. One of them is the business phone line is required to be disconnected without any forwarding. Unfortunately when we originally reviewed the Out of Business packet, the phone line wasn't disconnected. Since the last time we spoke with our client, this issue has been resolved. We confirmed this with our client to address their BBB claim and agreed to resolve the client's concerns. Our client was thankful.

• Initial Complaint

  Date:12/12/2022

  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 advertised with *** for at least 9 years. In Sept of 2021, when I payed off the balance on my account, I wrote them a letter and told them to cancel and close my account as I would no longer be advertising. I have not hear from them since. I received a bill from a company called Thryv in Nov. 2022 that did say yellow pages, but I assumed it was some type of scam as I had never heard of this business, so I ignored it. Last week I received an over due notice from them. We called the number and they first told us this was a remaining balance on an old account, which we know was not correct. I kept insisting that was not correct and she passed ** on to ********** an account specialist. I explained it to her and she informed me that was a bill for this year's billing. I told her about the letter and closing the account. She asked if I mailed the letter with the final bill and I said yes that I did. She told me I mailed it to the wrong dept and the account did not get closed, then it automatically renewed. I advised her that no place on their billing statement did it say I had to send a letter to a different dept in order to close the account. She said she will close the account now, but I still will need to pay the $399.65 bill since my account was not closed properly. I told her I would be turning them in to the BBB and she said she would document the account. I have a copy of the original bill with the letter dated Sep 2021 asking them to close the account and the current bill, no where does it say I needed to send a letter to another dept, which is absolutely ridiculous.

  

  Business Response

  Date: 03/13/2023

  Business Response /* (1000, 5, 2022/12/13) */
  Thank you for giving us the opportunity to address our client's concern on the renewal. The written note to cancel was on the clients payment stub, which was never forwarded to us by the bank that handles the payments for ************ We have spoken with them to resolve the issue and also put in a cancelation for the next issue. Our client was thankful. Thank you.
  
  
  Consumer Response /* (2000, 7, 2022/12/19) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  ***, the company representative that I spoke with, was very professional in the handling of the issue. We were able to reach a satisfactory agreement. Thank You

• Initial Complaint

  Date:12/05/2022

  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.

  Company is continuing to charge our account after cancelation and will not refund money.We receive a lot of work from our website, and wanted to make sure we were optimizing it in any way possible. We signed up with Thryv for a six month trial which launched 5/1/20. Even through they stated we would have monthly meetings, I was never reached out to. After two months, I reached out to our account rep and asked to adjust the ads so we were not receiving calls for services we did not offer. He did not reach out to me until weeks later when I wrote back asking to cancel. They guaranteed things would change. Even though from then on, we had monthly calls, we continued to receive calls for services we do not offer, which we paid for, and through the six month trial never received one real job. I have also been requesting an updated reconciliation on our account for around four months, which was guaranteed to be back to me within days each time, but was never received. This is because even through they are charging me $500/month, they are only using around half of that on a regular bases. I started feeling like they were hiding these numbers from me, as I have requested the reconciliation three times now with no response. At the end of October, we decided to cancel our contract with them. We were then notified they require a 30 day notice, and we would be billed through November 30th, which I was not too happy about but it is what it is. Today, Dec 15th we were again billed another $500, and still have not received any reconciliation or refund of our outstanding amount. It seems to me that they are continuing to charge us after the cancellation date, and suck every penny in ads, all while we have not recouped a penny from actual jobs. This to me seems like a scam, and clearly the company has not lived up to their contract.

  

  Business Response

  Date: 03/22/2023

  Business Response /* (1000, 8, 2023/01/03) */
  We were unable to connect with this client after multiple messages left on voicemail. Given this program was from 2020 and is now complete and the information provided in the claim seems to reference events that took place in 2020, at this time, we don't believe further adjustment is warranted. The reconciliation was done on 12/21/20 and shared with the client. A refund in the amount of $1,670.01 was issued at that time and we received email confirmation from Douglas Scott on 1/4/21 confirming receipt of the refund. Attached is the email with the reconciliation information and reply by Douglas.
  
  We welcome the opportunity to review this in more details should the client wish to speak with us. Thank you for the opportunity to respond.

• Initial Complaint

  Date:11/10/2022

  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 received a bill for $54.00 that we did not order services for.
  

  

  Business Response

  Date: 02/07/2023

  Business Response /* (1000, 5, 2022/11/18) */
  We have spoken with our client regarding their concerns. It has been explained that Thryv is now billing their advertising which previously had been billed by CenturyLink. Our client was in agreement with the charges and no further action was taken.

• Initial Complaint

  Date:11/08/2022

  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.

  I entered into a contract with Vivial which is an online advertising agency in January of 2022 in order to get the phone top ring for my small business. Since then this company has been purchased by Thryv, Inc and seems also to be known as "The Real Yellow Pages." It is not really clear who we are doing business with but this company seems to have multiple complaints with the BBB per its website. My phone has not rung once. After repeated attempts and speaking with multiple company representatives nothing has changed. I was also promised 1 month free credit which I never received. Irma ****** and Espilliat ******** were the people at the company who I dealt with about my complaints.
  

  

  Business Response

  Date: 02/08/2023

  Business Response /* (1000, 5, 2022/11/17) */
  Thank you for allowing us to research the clients concerns regarding the digital advertising. our findings are as follows. The client has received 227,791 impressions and 1,844 connections or clicks from his advertising of the online display. He has had 40 rankings with Google and 59 directories optimized with the select advertising since the advertising has begun. Attached is a copy of this information along with the contract. The client called in November and spoke to an Account Coordinator (AC) who confirmed, his advertising is working as it should. The client asked how to get more leads so the AC told him an SEM package would help.
  
  There is nothing on the contract to indicate the client was to receive a month of advertising for free. We have issued a one month settlement as a matter of PR. Please allow one to two billing cycles for this 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.

• Initial Complaint

  Date:11/07/2022

  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.

  My marketing company rcmd Thryv so I'd agreed to try it. All was good for the 1st few months, until I needed to close my acct bc my website unexpectedly was down for a few months Min.. Plan was month to month. Called to close my Thryv account... NIGHTMARE. I kept calling & kept being told that each person I got wasn't in a position authorized to close accounts. Told 1 person allowed to. That person was never there & not returning my calls. Repeatedly called over 2-3 wks jumping thru hoops until finally demanding someone authorized needed to call me that day or I was reporting them. Woman finally calls, stating she's not that 1 person, but equivalent level of authority. She tells me that I am not authorized to close Acct or even remove my c.card from being charged. States my marking company that referred them would need to authorize a card 100% mine & in only my name?!
  
  Finally broke free after wks of fighting them & horrible CS. When my website was corrected & my marketing co came back to say it was time to activate Thryv again, I said absolutely not, I would NEVER give them access to my $/cc again.
  
  Now Thryv is sending me emails & just called demanding I pay them. I told them I don't have an account, never authorized activating my acct & never gave payment or authorization to charge. **** was ridiculous & rude telling me they didn't need my authorization. I was required to pay & then could take it up after w/some form of an appeal. They got me last time for additional charges dispute my ongoing attempts to close the account, insane they claim they'll report me for now not paying an account not mine. How can this be legal?!

  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2022/11/08) */
  We have spoke with the client and resolved her concerns. We have closed the account and removed the charges that were outstanding due to miscommunication on the account. Client advised she did enjoy the product and support when she did have account with us. Client was pleased with the outcome. Thank you allowing us to reach out to assist the client.
  
  
  Consumer Response /* (2000, 8, 2022/11/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The woman that called me handled the best she could at that point I was already in this experience. There's nothing else I want so selected yes, but, I do NOT think this was a miscommunication or an error. There were too many ppl saying the same things... very unethical & a company culture.
  
  The way they handle a customer that no longer needs their company's services is not acceptable & I don't believe at all a miscommunication. I spoke to numerous ppl through these 2 experiences. Examples to why I think this is not a miscommunication & I believed the whole time malicious & can't believe it can be legal:
  
  When I no longer want to use their services, I called repeatedly stating I wanted to close my account (it was month to month, not annual membership) but I continued to be told sorry, but the person I was talking to isn't authorized to help w/that. I asked ongoing & they all said the same thing, left like a script. There was this 1 person only able to help close an account & never there. Also, vmails didn't get returned. Asking when that person would be working again, told they are allowed to tell me that either. I literally said so every time I call there's no one there to help, no one answers vmails, I'm not allowed to to when to call back they'll be there & I've tried at varying time of the day/week. How can I resolve this... they'd go right back to saying they were sorry but the person to answer that wasn't there.
  
  Literally took 2-3 wks & me saying I was going to elevate the situation out of a Thryv bc clearly they couldn't/wouldn't handle the situation & started sharing my feedback externally & finally someone calls me back. She had the audacity to tell me I didn't have the authorization to give permission to close my account?!?! I the sole owner of the business (own 100%) and the payments were being auto-renewed on my card (& only my card) w/my full name on it not the business name. �� She a adamantly told me that the owner of my marketing company had full discretion and the only one who can give authorization on my card. These were only charges to Thryv, not my marketing company. That's got to illegal, right?
  
  Finally able to close the account... & then months later (estimating, like 4-7 months approx later) I get a call saying I owe charges that happened months after closing my account & being VERY clear they I would never give them access to my finances again. I told them they must have the wrong person, I don't have an account open w/them & haven't in months & I never gave them authorization...actually very clearly told them I would never again have an account w/them or give them my card. He actually told me the credit card was someone else's, he agreed Thryv never spoke to me or even attempted to notify me or get authorization & that that was irrelevant... I was still going to be responsible for another person's purchase & I could follow up to appeal the charge I paid. What?! I told him so refused to pay for a charge someone else made & gave no authorization to... & the call escalated & I hung up & immediately (& for the 1st time in my almost 46 yrs) filed a complaint w/BBB.
  
  Once BBB received my complaint, Thryv had a woman call me the very next day & she was the 1st I've had since trying to close my account that was professional & displayed CS.
  
  This whole experience makes me question how many other accounts have gone through this trying to leave. As long as they don't try charging me
  W/out my consent down again in the future I don't know of any other action that can help, so I said yes, resolved. Felt compelled to leave this re: w/it though bc I don't want a potential prospect to read this & thing no big deal, as soon as they knew there was a problem they acted quickly & fixed it bc that is not what happened.
  
  Thank you again to BBB, bc I believe otherwise it was going to take an attorney to resolve this situation.

• Initial Complaint

  Date:10/10/2022

  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.

  Hi, Let me just say I love the Thryv platform and working with Doug Z my Account Exe and I hope we can resolve this so I can continue to grow my business with them. I do not want to leave. I upgraded to additional Marketing Services in spite of Doug Z advising I was not ready for this and to grow my audience organically.
  
  The amount of $1900.00 (Social Media Impressions and Backlink program) in addition to having just their website for $499.00. A few months into the service I experienced a financial setback in my business and had to make some adjustments financially. I could no longer afford these new services. I reached out to see about getting out/canceling the Marketing program(s) and explained my situation. I take full responsibility for making the decision to add these programs with the unexpected financial situation and no results in the program I just want my website at $499.00.
  
  They wanted me to stay in the program and offered me 2 months of credit to reduce my payment to them and also allow them time to actually produce results which I did. They shut down my ability to access my calendar and also my merchant processing access. All of this is internal/integrated on their platform. I had clients calling saying could not schedule appointments so, in essence, they shut down my business.
  
  At this stage, it has turned into total regret in these services that have not resulted in phone calls or emails. I am paying for nothing. I asked once again just take me back to the website at $499.00 and let me continue to build my audience manually and locally. I do not want to keep this additional service especially now the results are not there. I just got my business LGBTQ, MBE, and soon-to-be DBE certified to go in a different direction. I have had to pivot and adjust due to the unexpected financial setback and now the no results of these programs. Please just release me from the additional Marketing program and take me back just to my website of $499.00.

  

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/10/12) */
  We have spoken with our client regarding their concerns. A cancellation was set for the items that our client requested to cancel and a credit has been agreed to for the next billing cycle. Our client has agreed to keep the software without the add-ons based on the results and his excellent support.
  
  
  Consumer Response /* (2000, 7, 2022/10/13) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/27/2022

  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 used Thryv for 10 years now and every year it has been something new, This year they said they had to use their website not mine because it wouldn't work with their platform, then they changed the plan I was on to less money which sounded all great IF it would have worked! But the calls stopped coming in, their was literally not an average of one call per week and when i complained a few months later they started giving me the run around, telling me they could make changes and it would take time to every excuse in the book! needless to say when i complained again they blamed it on their old representative gave me a new one then told me they were going to give me a refund! telling me i was not being charged and they were going to make some positive changes for me I noticed of the following weekend they were still taking money out of my bank! Said that half of my 2,400.00 was used and if I wanted the new program it would be 1,400.00 a month and they wanted it upfront! and then changed it to 1,500.00 and then was going to charge me an additional 450.00 for a second rep fulltime hand the webpage i never wanted with them and all time while saying I have a refund coming! i called their customer service stopped ALL agreements between us which were al expired and not even up to date, then told me it would take a month to cancel with them while NOT even having a written contract I also called Customer service and canceled my service with them and recorded the conversation and canceled in righting Now 10 years after being in business i need to find some honest advertisers and get my phone calls back up to speed ALL OVER AGAIN!!! total scammers do not use.................................
  

  

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/10/06) */
  we have reviewed the history on the account as well as prior dialogue and emails with the business advisor assigned to the account. While there were discussions of a refund, it was actually an adjustment applied to the account. The program was also updated to a new program that has a different billing system adding even more to the confusion. After reviewing all issues with the client, the differences in programs, the adjustment applied, and addition considerations, we have resolved the client's concern to a mutually satisfying outcome.

• Initial Complaint

  Date:08/19/2022

  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 had a business ad in the Yellow Pages (CenturyLink - my local phone company) for eons. Every year, I was asked to sign a contract to renew. That opportunity to renew my yearly contract went away when Dex bought the Yellow Pages. At this point the Yellow Pages are hardly worth spending money on since the number of people with landlines has diminished to the point where the phone book is hardly reaching anyone. My monthly payment is still being deducted automatically from my checking account, yet the phone book every year is not the same phonebook (diminishing). I seem to have no recourse for stopping the monthly ACH debits. How can I be billed indefinitely, month and month, year after year, with no way out? I should have the option to opt out of the Yellow Pages but have not been given the opportunity. Evidently (internet search) I am far from alone with this predicament which is nothing more than a scam at this point. The bank's only solution is for me to cancel my checking account but, seeing as how it is a business account (34 years), with multiple deductions, automatic withdrawals, etc., this is hardly a easy way out of the monthly scam.
  

  

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 5, 2022/08/24) */
  We have spoken with our client regarding his concerns. A cancellation has been placed for the renewal of the advertising in 2023. A mutual settlement was agreed to and no further charges are due from our client.
  
  
  Consumer Response /* (2000, 7, 2022/08/29) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I am willing to "accept" the response from the business if they come through with the promise to no longer bill me under the previous circumstances. However, I will add the following: The company representative said that I received an email from them. I searched my emails under the subject (title) and found nothing. He gave me another title. Again, nothing. He said, "You opened it and read it and because you failed to respond, you implied acceptance of a renewed contract.." I said I never got the email. He said I must have deleted it. I said, I don't delete business emails. He said then someone in my office read it and deleted it. I told him this is a private email account and no one else has access to it. He essentially said I was lying. My impression of the representative is that he is accustomed to these interactions because (from an internet search) I am not alone in this situation. Others are having the same problem and the rep is prepared not to sort out issues but the deny company responsibility. It was only after I told him I would return to BBB and add more context to the complaint that he agreed to stop the fraudulent billing. Kudos to BBB for having the clout necessary to thwart businesses that are ethically challenged.