Complaints

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:05/22/2025

  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.

  This *** **** from surefire local wont stop harrasing me and his tone is very violent and unprofessional

  

  Business Response

  Date: 05/29/2025

  Thank you for bringing this matter to our attention. We take all feedback seriously and are genuinely sorry to hear about your experience. We never intend for our outreach to feel intrusive or unprofessional, and we regret that it came across that way. We have removed your contact information from our outreach list and you will not receive further communication from us. We appreciate you bringing this to our attention.

• Initial Complaint

  Date:03/20/2025

  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.

  We started with Surefire Local in September of 2024. They provided us with multiple different platforms that would "increase our SEO and get us seen on ******". We have been doing everything they asked of us for 7 months and since November, our ****** Business page has been steadily declining, despite all the things we have been doing to follow their directions. The lady who signed us up stated it was a 12-month contract, BUT if we were unhappy, we would be able to get out of the contract. 7 months of waiting to see results, and only seeing negative ones, we decided to call to cancel. They will not let us out of our contract and are now blaming our website which was NOT an issue when we signed up. We have spent $698 per month for a service that was promised, and they are not performing what was agreed.

  

  Business Response

  Date: 03/31/2025

  The customer complaint has been thoroughly addressed and resolved. On 3/21, our team engaged in a constructive conversation with *******, effectively de-escalating the situation. Despite their metrics showing improvement, ******* expressed concerns about their website performance, as they were using a platform-only service that did not include website support. Following up on 3/24, ******* decided to move forward with the cancellation. We have successfully met their desired outcome, and the partnership concluded on amicable terms.
  

• Initial Complaint

  Date:03/10/2025

  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.

  After canceling Jan 7th and being told i had to finish the 3 month term which ended in Feb, we still got charged a monthly subscription in March. After many useless phone calls and being passed on from *** to *** with false promises they still have yet to come through on anything. We want our money back that was wrongfully charged and return ownership of our accounts. the customer service is so terrible! DO NOT MAKE THE MISTAKE OF GIVING THIS COMPANY YOUR CREDIT CARD INFO!

  

  Business Response

  Date: 03/28/2025

  Hi *******,
  

  We are genuinely sorry for your experience with our company, as it is certainly not the norm. Our Customer Success team is working to connect with you asap. Your account has been successfully canceled. We wish you all the best moving forward.

  Customer Answer

  Date: 04/03/2025

  SureFire reached out and we resolved this matter. there is no further complaint at this time. 

  

  Business Response

  Date: 04/09/2025

  Hi *******,
  

  We are genuinely sorry for your experience with our company, as it is certainly not the norm. We are not contesting the $1498 subscription charge, and you will not be billed again. Your account has been successfully canceled. We wish you all the best moving forward.

  
  

• Initial Complaint

  Date:01/03/2025

  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.

  Surefire Local was cancelled on 4/1/24, at that time we were informed our account would run until 8/1`/24. With that we were told to set our campaign budget to $0 which we did. Since 4/1/24 this company has not done any services for my company *****************. I recently received a charge on my **** card for $896.00. I had called and spoke with ******* on 1/2/25 who informed me she was project manager. She said she knows they were no longer doing back links on our account but they were hosting which is why they were charging us. We informed her that are in fact NOT our website hosts. At that time she did a quick review and came back to the phone state we were right, they do not host our website. She then promised to refund the $896.00 and also send me a confirmation which is still haven't received either to this date

  

  Business Response

  Date: 01/24/2025

  Hi ****,

  Thank you for your message, and we are genuinely sorry for the frustration this situation has caused. We understand that you are upset, especially given the recent staffing changes on your side. We understand they may no longer work at your company, but your previous employee did sign a 12 month agreement with us.

  We will be happy to review everything and provide you with a breakdown of charges to ensure there are no mistakes. But we do need to honor the contract terms until it expires.

  Thanks again for your understanding, and we are here to help with any further questions you may have.

  
  

  Customer Answer

  Date: 01/31/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22764096
  
  I am rejecting this response because: We have no contact with this company. I am aware one of my employees used this company on a monthly basis but were canceled back on April 1 2024. I have been the owner of this company 40 years, not sure what they are referring to with all these employee changes.
  
  
  Regards,
  
  **** *******
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 03/28/2025

  Hi ****,
  

  We are genuinely sorry for the experience you have had with our company, as it is certainly not the norm. We are in the process of reaching out to you to close out your account. We wish you all the best moving forward. Please contact our Leadership team directly with any further questions: *****************************************************.

  Customer Answer

  Date: 04/08/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** *******
  
  

• Initial Complaint

  Date:11/08/2024

  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.

  I cannot reach them by phone the number did they provided to the better Business bureau it says undeliverable I called one time they found out who I was they hung up on me and did not let me call back again I think it's a very sneaky deal and I am a member of the better Business girl myself and I don't do business like this I signed with them last night I can't get in touch with him today and I want out I can see this being a problem in the long run I just want my money back

  

  Business Response

  Date: 11/25/2024

  Hi ***,

  We have already completed everything you have requested, including canceling your account and refunding the only payment we charged in full. 

• Initial Complaint

  Date:11/07/2024

  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.

  Wasted about $5000 for three months "marketing" that brought ZERO revenue to the company. Totally worthless

  

  Business Response

  Date: 11/25/2024

  Hi *******,

  You have been let out of your contract and your subscription with Surefire Local will not be continuing. However, its important to note that the initial agreement was for a three-month term, and we have worked to honor that commitment while also supporting your experience. Therefore, we cannot grant a full refund for the three-month term for these reasons.
  

  1. Onboarding Delays: We had scheduled multiple onboarding meetings, but these were repeatedly missed. While we are always understanding of personal circumstances, these delays did impact your ability to get started effectively.
  

  2. Engagement and Participation: Our platform relies heavily on user engagement and active participation to deliver results. While we made our best efforts to provide support and guidance, results ultimately come through active collaboration and consistent use of the platform.

• Initial Complaint

  Date:11/01/2024

  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.

  This company has refused to do any work that was promised. Anytime we make a request, it goes unanswered for days. Our leads and web traffic crashed to nothing and costs us thousands. When we brought up issues to them (when they actually answered the phone) we were passed around with no real solutions. We were paying over $2,000 a month and it was costing us thousands more in lost business. **** with their company even agreed that 3 months into working with them they had failed to do what should have been done on the first day. They make promises but dont fulfill them. **** with their company then agreed (in writing) that they would reduce our bill to $1348/month for the rest of the contract. They then took $1998 from our account WITHOUT OUR AUTHORIZATION. Had we not audited our bank accounts we would have never known. It took days to refund us and now they blame us and claim they were "waiting for us for a response" and thats why they took the additional money, even though we have it in writing the day we agreed on terms. They withdrew the money days later so they knowingly took more money than what was agreed to. It was CLEAR that they were only to take $1348 from our account. They also refuse to turn over any admin rights to our social media and website so they are essentially holding us hostage. They refuse to cancel our account after they broke the contract that THEY proposed to us and we agreed to. This company has costs us THOUSANDS in lost business. They advertise themselves as a "all in one marketing service" but when they fail to do any work for their clients they claim they are "only a software company", which is extremely deceptive.

  

  Business Response

  Date: 11/25/2024

  Hi *****,

  Were saddened to read your complaint as we had a great working relationship with your owner. To address your complaint specifically, we have already completed everything you requested. We have canceled your account while still in agreement, and have refunded your last payment. There will be no further withdrawals from Surefire Local.

  
  

• Initial Complaint

  Date:10/11/2024

  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.

  They promised to build website never did full of excuses. Promised advertising and got nothing but spam calls. They have sent collections after I attained a new credit card that they were not authorized to charge. Sent to collection after reported to card company that was it authorized and never gave them that card. I did pay for 2 months of services adding past 3000 dollars. For them doing nothing and getting 3000 dollars which I am not asking for back. I want them to drop collection for bill not authorized and stop harassing me

  

  Business Response

  Date: 02/17/2025

  This customer account was successfully resolved and canceled in December 2024. If **** requires any further assistance, we're more than happy to help in any way we can.
  

• Initial Complaint

  Date:09/14/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Surefire local has continued to debit my debit card on a re accurung monthly basis despite me already having written Surefire a email to no longer debit my account since I have not received any of the services I signed up for as they continue to debit $1430.00

  

  Business Response

  Date: 09/30/2024

  Hi Joseph, we take your concerns seriously and want to address the situation regarding your account with Surefire Local.
  
  1. Contract Status: You are currently in the 4th month of your 12-month contract with us and are behind on your payments.
  

  2. Onboarding Process: Unfortunately, you have yet to be fully onboarded to unlock our complete range of services. This has been primarily due to missed scheduled meetings and calls.
  

  3. Customer Support Efforts: Our customer support team has made multiple attempts to reach you and is actively working to reconnect to get everything back on track.
  

  4. Last Contact: The last contact we had was on September 20th, following your complaint. We are currently awaiting your response so that we can continue our onboarding efforts with our marketing platform.
  

  We are here to support you. Please follow up with us at your earliest convenience so we can help you make the most of your experience with Surefire Local.
  

  
  

• Initial Complaint

  Date:08/26/2024

  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 started doing business with this company and after several months of nothing happening we called to cancel the services. They not only did not cancel the services as requested but they also charged us for an additional month. I have called 5 times asking to be cancelled and speak to a supervisor who can help with the refund, i was told i would receive a call from a manager but instead i got a call and email from our "representative" trying to offer us future discounts etc which we told him we do not want, we want the refund we are entitled to and the services to be cancelled.

  

  Business Response

  Date: 09/13/2024

  We've spoken with the customer, and she appreciated the steps we took to resolve her issues and ensure a smooth offboarding.
  

  Customer Answer

  Date: 09/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  Airgaard Airgaard Llc