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

• 

  YP

  5054 W Bristol Rd Flint, MI 48507

• 

  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:12/04/2024

  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.

  I have been a customer with the yellow pages for over 28 years. I have retired and have been trying to get this billing/advertising stopped since June of 2024. Many letters and phone calls have been made to try to resolve this issue. I continue to receive a bill every month and now have received a threat of turning my account over to collections. The customer service person that I spoke with today said that the account CANNOT be cancelled and that I would need to pay up thru June. I didn't sign a new contract in June, I haven't signed a new contract in years. We did make a request in June (renewal time) to stop the service, but they have refused to do so. The customer service *** today REFUSED to put me on with a superior to try to get this resolved. I am unwilling to make a payment until I speak with someone in authority about this cancellation. If I make the payment, I believe due to their history with me, that this account with never be cancelled. . They have also been increasing the charge incrementally over the past 28 years, which I paid without complaint. We pay our bills timely and need this to be resolved timely.

  

  Business Response

  Date: 12/05/2024

  We have spoken with our client regarding this matter. A cancellation has already been placed for the end of the current term. A mutual settlement was agreed to and once this amount is paid no further charges are due on the account. Thank you for the opportunity to address this matter with our client.

• Initial Complaint

  Date:12/03/2024

  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 have not had a contract signed with Thryv since November 2022 which provided for 12 months of digital services and through July 2024 for the yellow pages. No, contract has been signed since that date. I have tried to call and cancel. Each time the representative states that I need to speak to a "specialist" but for numerous different reasons a "specialist" is never available. At this point, they are billing me for services that I did not contract them for and they are giving me the run around when I try to cancel. I can see from the numerous complaints against Thryv that this is there business practice now. I have filed a complaint through the ***************************************.

  

  Business Response

  Date: 12/04/2024

  Thank you for giving us the opportunity to address our client's concerns regarding the auto renewal.   Our client was advised via email on 5/21/2024 his account would be auto renewing.  According to our records, our client opened the email on 5/21/2024 that his program would be renewing for another term and to contact us if he wants to make any changes.   Until 12/3/2024, we weren't notified of any changes our client wanted to make.  After speaking with our client, we agreed to a resolution.   Our client was thankful.   Thank you.  
  

  Customer Answer

  Date: 12/04/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:12/02/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been customers of ********************** for years, & until this year have paid our charges yearly for the discount. This year, Thryv changed their bookkeeping system shortly after our term renewed in ************** had paid our yearly charges. However, their new system didn't allow annual payments & began billing us monthly even as we had a credit on their system. We called to discuss it & found that our options were to call them every month after our new bill came in to ask them to apply our credit toward the invoice or receive a refund of our balance due & just pay the bills as they arrived. We chose the refund. However, the amount they advised they would be refunding made no sense at all, & didn't match any numbers we could recreate.We requested an account history printout so we could see how they arrived at their total. What we received was unintelligible as any usable accounting record. It simply plugged in the numbers they gave us without showing how they arrived at them.After several different phone calls with several different people in different departments, we finally just agreed to let them keep the numbers as they stood so we could just cancel our account & be done with them. They would hold the refund until our final invoice was generated, pay that invoice from our remaining credit, & refund the remainder. We received our refund check. Not too long after that, we received our final invoice, which hadn't been credited.We paid that invoice. Our check apparently never arrived. My bank records support that fact. Thryv advised they could not guarantee not to cash our original check if it came in after a replacement check. I have now spent ANOTHER $37 dollars to cancel my first check, & reissued them another payment check for the $******** nice & friendly as everyone was, none of them were helpful in resolving the situation, or took whatever steps were necessary to follow up on our agreements. Every step left us with no recourse & no solution.

  

  Business Response

  Date: 12/05/2024

  It was my pleasure speaking with our client to address her billing questions.   Our client paid for 12 mths of her digital program based on a 4/22/2024 invoice.   On 6/15/2024 her digital product was enhanced and moved moved to a new billing system.  This left a credit balance in the old system for the remaining prorated months.   Unfortunately we can't transfer the credit balance over to the new billing system anymore than the monthly invoice reflects.   Our client requested to have the remaining credit balance out of the old billing system refunded and to cancel her digital program.  Both were completed in 8/2024.   Once I emailed our client the detailed breakdown and copies of the invoices laying out the information our client realized everything was in order.   She was thankful and the issue has been resolved.   Thank you.  

  Customer Answer

  Date: 12/05/2024

  Status Update:  I have been contacted by a Thryv representative, who reviewed with me my complaint and the previous actions taken.  He sent further information, and then we discussed over the phone the details which weren't covered.  With the information provided and a little back-and-forth with questions and answers, we were able to determine in a matter of minutes what was going on.  The representative issued a credit to cover the cost of my check cancellation, even though that was not his fault or responsibility.  I am completely satisfied with resolution of the case, and only wish there had been some avenue to be able to deal with this representative or someone of their level earlier in this issue.

  Customer Answer

  Date: 12/05/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:11/26/2024

  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 am 100% comfortable that THRYV will tell you ANYTHING to get you to agree to work with them on any business-related project totally knowing that they cannot deliver. Of all people, avoid ***** ***********! She will never reveal that her team cannot deliver what you ask them to do (for me, mass-texting of reminders to return to my office for a new exam) . She never reads her emails and completely either does not understand what he team can do or denies it to herself that the product is useless.When I spoke to her superior at the office when I tried to end my contract the superior (***** ******) knew within minutes that what I described was not possible by their company - a fact that ***** has never acknowledged.AVOID, AVOID, AVOID.Even if they can do what you want, initially, they will eventually just get caught lying to you and wasting your money. It is obvious that they are desperate for any dollar they can get from you and are very reluctant to let go of your money. I had to get my credit card company to intervene when ***** stated that she would cancel my contract but then told me that she was sick (for 6 days!) and unable to do this until the company billed my credit card again!

  

  Business Response

  Date: 11/27/2024

  We have spoken with our client regarding their concerns. A mutual settlement was agreed to regarding this matter. A cancellation has already been set and no further charges are due on the account from our client. Thank you for the opportunity to address this matter. 

  Customer Answer

  Date: 11/27/2024

  I have reviewed the business response and accept this resolution. They stated that they will refund all of my money and close my account immediately.

  I spoke to a man named *** on a recorded line who represented the THRYV company.  He asked me to state the issues and afterward agreed to all of my terms and informed me of the impending refund.

  I appreciate the BBB for intervening and making this resolution possible.

• Initial Complaint

  Date:11/25/2024

  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.

  Thryv has been billing for advertising although they have no record of the my company's contract. As the final owner of the company, which went out of business in 2023, I was not aware of this monthly expense until I closed the office in December of 2023. My guess is that the account was initiated by a previous partner and the office manager. In January of 2024, I informed Thryv that the business was closed and I no longer needed advertising. They said that they had to continue the monthly billing until the end of the contract. I told them that I have no record of the contract, they said they didn't either but that I was obligated to pay until April 2025. I thought it was some kind of online listing and that it would be cancelled if I didn't pay. They sent it to a collection agency and threatened to report to the credit bureau. I paid them $84 in January 2024 and they now say that I owe $398. When I search online I see the company name on a list of 350 others more or less. I notice a number of companies that have been out of business for many years. To avoid any further problems, I am ready to offer a settlement payment, but I think this is a scam and older folks are particularly vulnerable because they think it has something to do with the Yellow Pages that they have always used before the age of the internet.

  

  Business Response

  Date: 11/27/2024

  Thank you for giving us the opportunity to address our client's concern.   Our client has advised the business has closed and he didn't realize about the advertisement program.   ******* has been with us since at least 2005.  We both agreed to a resolution and our client was thankful.  Thank you.  

  Customer Answer

  Date: 11/27/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:11/21/2024

  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 never authorized an automatic renewal of this yearly subscription.We did not approve the charges that we are being asked to pay for a listing in the yellow pages.We are being asked to pay $450-$475 for something that we did not authorize and agree to pay.

  

  Business Response

  Date: 11/26/2024

  Hello, we spoke to our client and advised the print advertising has been auto-renewing for over 10 years.  We discussed how the renewal notifications were sent and our office having no record of any changes or cancellation prior to the cutoff date.  Our client understood and we were able to reach a mutual agreement along with confirming the advertising will not auto-renew next year.  Thank you 

  Customer Answer

  Date: 12/03/2024

  From: ***** ***** <**************************> 
  Sent: Tuesday, December 3, 2024 11:32 AM
  To: Complaints <*************************************************************************>
  Subject: ID ********
  
  Hello - 
  
  We wanted to inform you that the business did contact us directly & the issue has been resolved.
  ID#: ********
  
  Thanks so much for your help!
  
  ********************************
  ******************************************************************
  

  
  

• Initial Complaint

  Date:11/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On a page on their website ************************************************************************ under a company ************* they list my cell number as a contact. I have never worked for that company. I requested by email multiple times for it to be removed but am being ignored.I am being targeted with spam calls all day from people looking for someone in their company.I hope you will be able to resolve this issue and have Yellow Pages remove my number ********** from the above page.Thank you

  

  Business Response

  Date: 11/18/2024

  Thank you for allowing us to resolve the consumers concern. We have removed the phone number as they requested and advised it can take ***** hours for the website to update also. Thank you again for allowing us to resolve this issue. 

• Initial Complaint

  Date:11/01/2024

  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.

  Bill ******* ************ Thryv is billing this account fraudulently for their Real Yellow Pages product. Our last contract was signed on January 18, 2023. The issue period was through September 2024. The current bill displays a product duration outside the agreed timeframe and an activity date outside the agreed timeframe (bill number: ************). We were explicit that we were not renewing - repeatedly. They have raised the price and continued billing us by mail. I emailed the sales representative ******* *********** on October 28. He emailed back that he would look into it. Instead of a promise to stop billing, we received an email from ************ Claims." It said we must call their customer service center to resolve the issue. I called the customer service center only to have a stubborn person tell me they will continue to bill the advertiser for the next 18 months. Thryv ************* ignored every request to produce a signed contract, ad approval, or produce or any sign whatsoever that they are entitled to bill this advertiser.

  

  Business Response

  Date: 11/15/2024

  We are currently in communication with **** regarding his claim. At this time we will respond to the claims made in the initial complaint, however we have not reached an agreement to settle the claim yet.
  
  We are currently waiting to receive documentation that confirms cancel requests were sent by **** and received by Thryv prior to August 2024. The price difference between the 2023 directory and the 2024 directory is $39.60 total and a $5 invoice fee was included, like in 2023. Attached is the signed agreement from 2023, a copy of the T&Cs, and a copy of a renewal notice mailed to the business, well before the cut-off date in August 2024. For reference to the similarities between Thryv agreements and the Vivial agreements that **** is used to, we have also supplied a copy of the 2021 Vivial contract and T&Cs.
  
  It is Thryvs position that the program automatically renewed per the advertising agreement. Attempts were made to contact **** via email, letter, and phone. We do not have record of any requests to make changes or cancels. Despite this and in the spirit of wanting to work with him to address and settle his claim, we have made offers that if accepted would result in a reduced balance to pay. At this time, those offers have not been accepted.

  Customer Answer

  Date: 11/15/2024

  After a week of reaching out to the sales representative and customer care, someone at ***************************** Graggfinally provided a substantive response, including what is claimed to be a signed order form. The situation has since developed.
  
  ******* ***** highlighted a clause on Thryv's website that she claims constitutes the terms for the order from *********************************. The clause specifies that the contract for phone book advertising renews in 1824-month intervals unless canceled. The order form does link to a centralized database of terms. However, the link leads to a page containing numerous links and further sublinks. It is difficult to determine the exact number of documents, but there appear to be approximately 50 documents to review, collectively totaling an estimated 200 pages of terms.

  The clause ******* extracted from this labyrinth of documents consists of only a sentence or two. This does not constitute informed consent. For a contract to be bindingboth morally and legallykey provisions must be clear and conspicuous. This provision was not conspicuous.

  Furthermore, Thryv has not provided a copy of their second phone book for the Twin County market following their acquisition of ******. While I managed to view a document that may represent what they are calling the phone book, it is substantially different from what was originally agreed upon. It deviates significantly from the previous year's phone book and from what any reasonable person would consider a phone book.
  - No White Pages: The document lacks white pages (listings of individuals).
  - Limited Yellow Pages: The yellow pages include only a small collection of paid advertisers and do not attempt to list all businesses in a category, as a traditional phone book would.
  
  This circular would not be retained or used as a phone book by anyone. It lacks the advertising value associated with a phone book. Additionally, the sales representative, *******, relayed a promise from the company that the distribution of this phone book would match the Vivial book they acquired. This promise was not fulfilled. After Thryv's acquisition of ******, the distribution of both Thryv products was notably poor.
  
  For these reasons, the production of this latest book cannot be considered a renewal of the original product. The product Thryv delivered is not what was agreed upon.
  
  There are further reasons why Thryvs claim of automatic renewal should be rejected. This situation presents a meaningful opportunity for Thryv to do the right thing. Key provisions should not be buried within separate documents. Thryv now has the chance to demonstrate integrity by honoring requests to enforce only those provisions that were clear and conspicuous in their forms.
  
  Thryv also has an opportunity to respect the customer's right to be informed of significant changes to products before committing them to what could be a two-year contract. Please confirm via email to ********************************* that you have chosen to stop billing.

  

  Business Response

  Date: 11/22/2024

  Thank you again for allowing us to work with client on thier concerns. After much discussion with Client ****, Thryv has agreed to settle the claim. Thryv continues to maintain the agreement is valid and enforceable so this action is being taken as a matter of goodwill. Thank you 

  Customer Answer

  Date: 11/22/2024

  Thryv has stated they will drop the charges. As you can see here, they have through client care and their legal department stated an intention to continue attempting to modify the terms of their signed agreements with terms linked in their website, buried in 100 to *************************************************************************************************** contracts. 
  
  In the case of their Yellow Pages standard contract, the order form states a timeframe of 18 months, with monthly billing. The contract links to a website with dozens of documents, many of them multiple pages. In all of that a few sentences do the following:
  Modify the 18 months to 24 months, effectively increasing the price by 33%.
  Add an automatic renewal clause, effectively increasing the 18-month order to four years.
  State that they are not required to send ad proofs or get approval proofs (which in my case they indeed did not). 
  
  They claim to send an automatic renewal alert letter, but they do not hold themselves accountable to sending it to the address specified by the advertiser. The owner of the business where Thryv claimed to send the automatic renewal letter does not recall receiving it. The *** Thryv sent as an example of their automatic renewal letter is in adequate for legal notice of automatic renewal. It buries any mention of automatic renewal under ******************************* the last paragraph. 
  
  These may not be binding contracts or effective instruments. These are unfair business practices which run counter to federal and state consumer protection laws. I encourage everyone to know their rights and stand up for them.  

• Initial Complaint

  Date:10/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  8/3/2024 Did not authorize, sent cancellation letters several times, called 10/29/2024 to cancel verbally and received email 10/30/24 saying there was a service agreement. .

  

  Business Response

  Date: 10/31/2024

  Thank you for allowing us to address our clients concern regarding the auto-renewal for their advertisement program that goes back to 2013.   We had the privilege of speaking with our client to review the account.   On 4/24/2024 and 4/26/2024 a renewal email was sent to our client.  They have never opened them.   According to our client, this was a general email account that wasnt monitored.   It was on 8/3/2024 our client mailed in a cancellation letter.   We werent successful at contacting our client to address their concern, so a cancel request was placed on their digital and print program.   The digital was canceled on their next cycle date 9/22/2024 and print for the next renewal date of 2/2026. 
  
  After speaking with our client we agreed to resolve the issue and confirmed the print program will be canceled on 2/2026.  Thank you.  

  Customer Answer

  Date: 11/07/2024

  Representative from Thryv called and talked to our Marketing Mgr. and discussed cancelation.  Thryv automatically renewed without prior authorization on this, and term was not up, so they agreed a a $300.00 fee and no longer bill us.  they said they would be sending an email of conformation of this agreement.  I have not receive any email and am still getting billed. 

  This was automatic renewal not authorized by our company, we would like this cancelled per our letter on Aug 3, 2024. And no more billing.

  

  Business Response

  Date: 11/21/2024

  Thank you for giving us the opportunity to address our clients concerns.  We originally resolved the issue on 10/31/2024, which part of the agreement was to send an email.   Unfortunately we forgot to send an email covering details of the resolution.  After speaking with our client, we sent the requested email and our client advise it resolved the issue.  Thank you.  

• Initial Complaint

  Date:10/29/2024

  Type:Service or Repair 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, like many of the other complaints filed against Thryv - The Real Yellow Pages, called the company to cancel any advertising we had paid for for years because we had stopped receiving copies of the Yellow Pages booklet and no longer wanted their services. I was basically told that there was no way to cancel. I stopped paying the charge of $25 a month and have been sabotaged with threatening letters that the balance owed them was continuing to increase and if not paid they may exercise their option to notify an External credit reporting bureau of the past due balance owed. Because of their failure to provide us with the booklets and their refusal to cancel future business with them, I hope you can help stop this marketing scheme being perpetrated by The Real Yellow Pages A Thryv, Inc. Brand.

  

  Business Response

  Date: 11/01/2024

  We have spoken with our client regarding their concerns. A cancellation has been set for the end of the current term. We have advised no further charges are due on this account and we have advised collections to cease and desist from any further contact attempts. Thank you for bringing this matter to our attention.

  Customer Answer

  Date: 11/01/2024

  I have reviewed the business response and accept this resolution.