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:08/14/2024

  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 suggested they could help my small business attract more clients, promising to bring in 5 to 8 clients a month. They quoted me $1,498 per month for their services and assured me everything would be ready within two weeks. After I agreed to their terms, it took them over a month just to start setting up the platforms. By then, I decided I no longer wanted to work with them. Despite this, they continued to charge me, taking three payments of $1,498. As a small business owner, this is a significant amount of money for me, and it has caused me a great deal of stress and physical problems. I spoke with them, but not good customer services

  

  Business Response

  Date: 09/05/2024

  A 3 month agreement is what was agreed to with our sales team. We did speak to you during the first month to get everything onboarded.  You chose to have the self install instructions sent to you.  If you never installed the scripts that were sent to you this not something that Surefire Local has control over.  We've charged for 3 months of service because this is the agreement that was agreed to.
  

• Initial Complaint

  Date:08/14/2024

  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 signed up with this company several months ago and prepaid 3 months. Now that I am not satisfied with the transparency of their program and I am moving to a new company they have gone ****. I have requested login information for my web site, backup and ****** Analytics to implement this move and have heard nothing. I have requested this information several times over the past 2 weeks with no respons, they appear to be holding this information hostage. I was not looking for a refund, just the login information I requested.

  

  Business Response

  Date: 09/05/2024

  We've spoken to you and come to an agreement on continuing your services with 1 month of free services.  If anything else is needed please let us know.

  

  Business Response

  Date: 09/16/2024

  We've spoken with the customer and have reached an agreement. They're continuing their services with 1 month of free services included, along with all the login information needed.
  

  Customer Answer

  Date: 09/26/2024

  [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: 22143173
  
  I am rejecting this response because: I still do not have administrative/manager login for my ****** LSA account.
  
  
  Regards,
  
  ******* *****
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 11/26/2024

  Hi *******, you are behind on payments with 3 outstanding invoices: 2 for your platform subscription and 1 for your *** subscription. Our team will reach out to you to help you pay off the remaining balance and we can transfer ownership of your *** account to you.

  Customer Answer

  Date: 02/15/2025

  The response from the business was satisfactory, you can mark this complaint as such.

• Initial Complaint

  Date:08/13/2024

  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.

  Did not render any service to me other than setting up meetings. Tried to cancel the service and they first assured me that the payments would NOT continue to charge my account. Now they are saying that I have to pay the remaining amount on the contract regardless. I have no money now to pay my bills, things in my life have changed since agreeing to pay them. I need the money back to pay my bills

  

  Business Response

  Date: 09/05/2024

  A 3 month agreement is what was agreed to with our sales team.  There were several meetings missed during your onboarding process.  This is the reason why you have not been fully implemented.  This is something that Surefire Local has no control over as you were not available during onboarding.  Several meetings have been missed and calls from Surefire Local haven't been answered. We'd love to reconnect with you as soon as possible.
  

• Initial Complaint

  Date:06/18/2024

  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 own a small plumbing/hvac business in *******. I hired surefire local at their premium service rate of ****** per month. They ran an LSA that didnt produce any leads, they provided content in the form of stock pictures and basic couple sentences and provide sure fire platform that relays messages. I gave it a try and didnt work for me at all overall my business is down overall fairly significantly I think they attempted to optimize my ****** business and website but being from ***** they dont know anything about hvac in *******. I tried to downgrade to the ******************************************************** confirming and its been over two months they have hijacked my marketing and wont leave wont stop posting content and stopped sending me invoices whic I know they are gonna say they been providing premium service and hit me a big bill. Currently filing a complaint with VA ATTORNEY GENERALS office and hired someone to help terminate their access to my platforms they refuse to vacate whoever is running this predatory marketing scam is a total crackhead and now my ******** page is being trolled repeatedly. Stay away from these scammers

  Customer Answer

  Date: 07/10/2024

  Surefire local has communicated with me that they have corrected the billing issue and allowed me to downgrade my service im waiting to see if they communicate with me and open my website acess the situation may be fixed 

  

  Business Response

  Date: 07/25/2024

  We have had several payments that were not made from your end.  We recently collected $2500 out of the $4000 that was owed. Despite this, we have continued to assist you in good faith. This complaint was posted directly after we agreed to settle for less than what you owed. We were under the impression then that we were squared away and could move forward. Continuing to service your account is increasingly challenging for Surefire Local due to ongoing complaints, despite our settlement for less than the owed amount.
  

• Initial Complaint

  Date:06/14/2024

  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 recently purchased a business which was a client of Surefire Local. I have been trying to get the existing Social Media accounts transferred and have been getting a runaround. Someone named *** was supposed to reach out to facilitate the transfer but we have never heard from him. I have made several phone calls to the main number and have been promised callbacks from **** and ***** which have never materialized. I have an email for support but no way to speak to an actual person. I was considering using this company going forward but not if this is how they service customers. Very disappointing. Hopefully someone in management will read this and reach out to help resolve this.

  Customer Answer

  Date: 07/12/2024

  I have also found out that this business had a phone number which they used on all social media accounts for the previous owner.  This number is now disabled and I am unable to receive calls from most of the social media.  At this point I just want the phone number transferred to me or they need to go back and delete all of the accounts that they created.  

  

  Business Response

  Date: 07/25/2024

  Services for All *** Services of The Jersey Shore were cancelled on 10/20/2023. All services were removed at this time.  If you are wanting to start services with Surefire Local again we are happy to speak with you about that.  Our business relationship was with the previous owner. We no longer have control over any social media accounts under your company name.

• Initial Complaint

  Date:05/14/2024

  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.

  I signed up with Surefire local after being solicited several times by a sales agent who promised me they could take my business to the next level through seo. I ****** asked questions about creating a ******** marketing campaign specifically which they promised everything I asked. I had a roofing company that I needed a ******** campaign to produce ads. Once I was onboarded they took 3 months to create the campaign and it had issues and still never had one ad running. After month 4 I asked them to cancel since I didnt get anything I was promised. They are still charging me over $2k a month and told me they will take me to court to collect. Complete scam I wouldnt recommend anyone do business with them.

  

  Business Response

  Date: 06/07/2024

  A 12-month agreement was agreed upon when you started with Surefire Local. During that 12-month agreement, some payments were not made while work was done on your account. We honor our agreements and have chosen to uphold the contract for the remainder of the 12-month term that was agreed to.

• Initial Complaint

  Date:05/02/2024

  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 canceled services with this company at the beginning of April and was again promised false promises, just as the original sales call to start their service, which was a cold cold phone sales that promised me everything but never came through. I wanted to give them a 2nd chance and now looks like they are just taking my money at this point, with little or no care about what they are even doing for me. I have now wasted nearly 4k with nothing but wasted time to show for it. I dont believe anything this company has to say at this point and most of their **** talk to you like they have better things to do, except for the customer service *** that got me to give them a 2nd chance, which was just lies anyway. He told me they would get me listed on ****** and pay for the monthly budget of 250 per month(which is less than ****** even allows) and they would set everything up. Again like the first time I did everything asked of me and no results. I just went on to check my status because I still dont have the ****** badge and apparently my LSA hasnt even got set up to run ads. He pushed my billing date out to give time for the listed to go live, but its sat still now for weeks and havent got a response back from them since they have me about my budget multiple times and my ***ly was for it to be 250 per the *** and paid by surefire. Im not sure what this company even does other than scam people out of money and give them false hope. There is a recording of all the phone calls that took place with me and surefire local. The attorney general can look into these deeper and get all these phone calls to verify if bbb can not.

  Customer Answer

  Date: 05/13/2024

  I have disputed the charges with my credit card company, so a refund is not needed. Just a confirmation from them stating the account has been closed and they will remove all my information from their systems including my payment information and not try to further charge me again. I do not wish to be contacted by this company as they have wasted countless hours over the last few months. A simple confirmation by email will be sufficient for my records.

  

  Business Response

  Date: 05/20/2024

  All payments have been charged back. Surefire Local has fully implemented our services and you have had full access to them during your term with Surefire Local. Surefire Local has given concessions to you in order to help you achieve the goals you were looking to reach.

  Customer Answer

  Date: 05/26/2024

  They have charged me again for ******. I have asked multiple time for them to cancel and remove my card information. I have no contract or agreement with them to continue any services or charges of any kind. Please contact them asap

  Customer Answer

  Date: 06/07/2024

  You guys lie and over promise on the sales call and then dont actually provide any service. The geo juice which is what was sold to me and interested me, did not work, did not produce a single actual call from a customer, they were not able to out it on my site the way I asked, even though I was promised in the initial call. Then a 2nd time around giving them a 2nd chance after being severely dissatisfied with doing all the work in my end and not getting anything on their end when I needed it. Very delayed responses to even basic things, and rude late customer service of things that had already been closed before they reached out, which was bizarre. You guys then offer me a bogus lsa listing ads and to tell me you were going to to cover the cost, and even told me I would get roughly 5-10 calls based on the prices in the area. But you lied because it wasnt even enough to set a minimum listing with ******, I got verified and did everything in my end, you guys never added payment to the account to even use your bogus concessions, i had already told you you did want to spend any money on listings, these are all prerecorded calls of any of these services offers. They are just taking peoples money and selling pipe dreams. I dont want this company to contact me and the credit card companies agreed with me on this and have issued the money back, I wasted so much time trying to follow their proven system. I likely lost out in business wasting money on their fake leas generating system. I have spoke to other companies around the country that have had similar experiences with this company. They have more bad reviews than good, even the good ones look questionable if they are legit. Wondering why and how they even have an A+ rating in bbb. Luckily my credit card company credited the charges back, and they keep charging, just had a another reoccurring charge a couple weeks ago, I have multiple emails canceling this service and many problems I had through out if it needs to be looked at by bbb, it shouldnt be complicated to see what they have done and apparently keep doing. Pleased help bbb

  

  Business Response

  Date: 06/13/2024

  We fully implemented the Surefire Local platform to which you had access to during your time with Surefire Local. The ****** *** account being set up is something that happens on your end. If that was something that took too long, this wouldn't be something that Surefire Local caused to happen. Surefire Local cannot complete the verification of the *** account on your behalf; this can only be completed on your end. You had full access to our platform, were fully implemented, and you charged back every payment that was made to Surefire Local. Your account has now been canceled and all payment information has been removed.
  

  Customer Answer

  Date: 06/14/2024

  They are now holding my ****** listings account hostage and trying to extort me to pay money to transfer ownership. I have asked several times for them to remove the listing from my profile. Its affecting my business listing and separate verifications I have had to do with ******. These people are scammers and criminals 

  Customer Answer

  Date: 06/18/2024

  This company is now having collection agency call me, wont release or cancel my lsa listing, and wont provide me with any supporting documentation showing any agreement that I have with these people. Its all recorded phone calls with verbal agreements that they have breached. Send me those files to look at, stop having collections call me or I will be filing a harassment case against surefire. Attorney general of every state they operate at in will be receiving all of my documentation to investigate further and all the departments they suggest me report it to as well. This company does mot deserve an A plus an anything but fraud and scaming, every call I receive is being tracked and will be used to calculate my wasted time, including nonsense collection calls. Surefire will get sued if this goes on further 

  Customer Answer

  Date: 06/19/2024

  This company is now making changes to my ****** profile that are not authorized and are affecting my buisness. I will be pursuing legal action against surefire and its parent company gennext media. Attorney general has been i formed, if bbb does not step in and/or change this companys status from A plus, I will also be adding bbb into the investigation. Please contact me directly by phone (from bbb) to discuss further about resolution to this matter. I do not want any contact from surefire, its parent company or any 3rd party hired by them or any of their affiliates. We are both bbb accredited companies and I want bbb to mediate this case properly. Its taken too much time to get an answer back from them, they lie, cheat and steal. There is a reason why they have so many complaints on their file

  Customer Answer

  Date: 09/25/2024

  [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: 21655610
  
  I am rejecting this because:

  
  You guys lied to get my business and wasted a lot of my time that I can not get back

  
  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:05/01/2024

  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 notified the business that I was no longer interested in their services. Every time I called I was directed to billing but they never answered or would send me to vm. I received a collection email from a third party stating I owed $300. I never received a bill via mail or email before alerting of this amount They have refused to release me from the account and continue to somehow charge me. I just received another invoice for $100. I will be seeking legal action if not addressed by this month.

  

  Business Response

  Date: 05/20/2024

  The website and website services being provided have a 12 month contract term. We addressed this when you requested to cancel services during this term. There were several payments that were not made during this term. We've settled with payment being received and have now ended all services during the 12 month term

• Initial Complaint

  Date:04/29/2024

  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.

  date of transaction: 10/27/2023 ** Innovators Construction LLC, CCB: ******, entered into a agreement of service with Surefire Local back in October 27th of 2023. Overpromised with no delivery. They got our first payment of $1,298.00 and did absolutely nothing to improve our rankings in ****** and ********* After a very unsatisfactory 1st month of no movement. They tell me that I am the problem and that I need to be using their platform to do everything: Social media posts, ****** marketing, Geojuice posts, emails, and everything in-between. They told me to think of there platform/program as a gym. That I need to work out in it everyday making posts etc and grow my business by doing so. So I asked what do you guys do and in so many words said "** provide the Gym, the very best gym in the industry." ** did everything they asked of us put in the time and never grew on ****** through SEO. They never moved a finger in helping us grow until I told them that we were leaving and cancelling their services because of false advertising and no real service. Took them 2 months to get our website live on purpose so they could charge us more money on a later date. They sold us a piece of software and not the services they promised. ** vehemently ended their "Services" by canceling and changing our card on file before the second trail month ended. Clearly letting them know we wanted nothing to do with them any longer. Good for nothing thieves. Deceptive sale tactics & dishonest reps. ** just wanted to do a 3 month trial run and told them from the beginning that was all we were agreeing to. Not 2 months passed for us to see how unethical and lazy they were. They continue to harass us with collections and calls. ** don't wish any legitimate Business to encounter these thieves ever. This company needs to have their licenses revoked!!********************** Agents assigned to us: ******* **** (Senior Accountant), *********************** (Organizer), ********************* (account manager)

  

  Business Response

  Date: 05/20/2024

  There are 2 payments that were not made or charged back during the initial 3 month agreement. This is the reason for the collections calls. Once the amount owed for the 3 month agreement has been settled, your case with the collections department will be closed. During the agreement, Surefire Local has fully implemented all services and attempted communication. Communication attempts have been denied.

• Initial Complaint

  Date:02/28/2024

  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.

  We were promised a local guerilla marketing team that was based out of ****** and only worked with small contractors. That's obviously not true and is apparent with a simple ****** search. We were promised authentic, quality social media engagement that catered to our customer base, after reviewing the first 16 social media posts that were presented while we are still in the pre-onboarding process, that promise has not been met. They were poor at best. We've had 2 account managers in less than 30 days that were both incapable of satisfying our needs. We initially requested a downgraded plan. The first account manager was unable to do so. The second account manager said he would check with his team and get back with us by the end of the day. That did not happen. Then we requested an agreement cancellation. My wife was told by *****************************, our first account manager, that "it usually doesn't end well for customers who try to cancel" when she asked if it was an available option, which is textbook intimidation. We have requested an agreement cancellation multiple times due to the massive indescrepencies in what we were promised and what we were delivered. We finally received a call from the Customer Success Team today who insisted on value building the product and service and after roughly 15 minutes of crawfishing out of a yes or no answer finally told us that cancelling an agreement is not an option and that SureFire Local does not have a cancellation policy or clause and I'm forced to see the agreement through for another 12 months. I'll be *****, this is unequivocally false. Reference ***** State Law Sec. ******** We have prepaid for the first three months of service and we are not even out of our first 30 days. I'm not seeking compensation, I'm simply seeking an agreement cancellation. This is sad that we have to resort to a BBB complaint to get action taken but this is the route that SureFire Local has forced us down.

  Customer Answer

  Date: 03/12/2024

  I would like to withdraw my BBB complaint. Although I am not ****** pleased with SureFire Local, after the complaint was made they have reached out and provided an amicable solution that were happy with.