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:02/23/2024

  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.

   
  Complaint: 21336396
  
  I am rejecting this response because:

  I did talk to the customer support team when they tried to reach me. and i told them the exact same thing i told the BBB. That i signed up to a contract under the terms that market leader would provide quality verified leads. and that did not happen. They did not uphold their end of the contract. so all i want it for it to be voided and to cancel my account. because now im being told they sent my account to collections. I just please need someone to vouch for me and just end all of this. I just want my account cancelled. I just dont want to lose another dollar to this scam company. 

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/01/2024

  Customer chose to purchase a six month ********************** subscription with a subscription start date of January 1, 2024. Customer did not attend or respond to **********************'s Customer Support or ****************** teams when they reached out to assist customer with coaching and assistance. Customer has been cancelled effective March 1, 2024 due to non payment.

  Business Response

  Date: 03/19/2024

  Customer's account is no longer open, and was cancelled effective March 1, 2024 due to non payment.

• Initial Complaint

  Date:02/21/2024

  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 wanted to add some more references. 
  

  Here are some threads from numbers that actually replied back. I have more that I messaged and never heard back from. Certainly in calling I had less success.
  

  One of the people I made contact with was someone looking for a rental, which isnt helpful.

  Are they delivering x amount of leads a month? They are delivering x amount of unqualified and unresponsive cold PROSPECTS... not leads. I asked if they were lead-scoring any of the prospects and couldn't get a response on that either. Certainly not verified or qualified leads. Furthermore, there are testimonials that live on their website that are FALSE testimonials. I have personally reached out to those named on the site and have written confirmation that those who gave testimonials were not only dissatisfied but have not had their requests dealt with.I have requested several times to cancel my account, and have been told that is impossible. I no longer wish to do business with this company, and I have not been given the option of a termination request form as others have been offered. I don't even want a refund; I want to be done with this company, as their services do not serve the purpose that agents contract with them in the first place: to produce qualified leads for agents.

  Business Response

  Date: 03/01/2024

  The customer purchased a six month ********************** subscription with a subscription start date of January 1, 2024.
  
  The Network Boost package the Customer agreed to includes exclusive leads generated through social media ********* is a social media network), a lead capture website with IDX integration, and a CRM with marketing automation that helps follow up, nurtures leads, and grades into categories. Additionally, leads generated through the Network Boost and ******************* are exclusive, meaning the lead belongs to the customer it was generated for and it is not generated for any other Market Leader customer. The Customer does not have the ******************* included in their package.

  The testimonials on Market Leaders website are not false. Market Leader customers email their testimonials to their point of contact and give their approval to use them for marketing purposes. The screenshots you provided confirms this to be true.

  The customer has been cancelled effective February 29, 2024 due to non payment. 

  Customer Answer

  Date: 03/07/2024

  Yes if the contract and its terms and conditions are canceled/ terminated, this is resolved.

• Initial Complaint

  Date:02/20/2024

  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.

  Market Leader refuses to cancel my website and take it down; they are acting illegally as I am no longer a member of the ********** of **** Estate and therefore cannot be marketing as a ****tor.

  Business Response

  Date: 03/01/2024

  Customer was reached out to by **********************'s ****************** team seven times in the months of January and February to assist customer with resolution. The phone calls went straight to a voicemail that was not set up. The email customer emailed returned our emails as undeliverable. The customer was able to successfully connect with her account manager, and the account was successfully cancelled on February 24, 2024.

• Initial Complaint

  Date:02/16/2024

  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.

   
  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 AS LONG AS IT HAPPENS. They acknowledged they would be refunding the money, I have not recieved it yet and they still need to send me an email confirming cancellation they responded to mine saying it was being processed but didn't actually write confirmation of cancellation. But I see they are writign to you 100% they are cancelling so it should be satisfactory.  I asked them to send me an email with that just in case. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 02/20/2024

  On February 16th, Market Leader was able to resolve this issue directly with the Customer by approving their refund and allowing them to cancel their contract. Customer's account has been cancelled and refund has been processed on February 20th.

• Initial Complaint

  Date:02/13/2024

  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.

   
  Complaint: 21289715
  
  I am rejecting this response because: I have not yet received any contact from the company, via email or phone, regarding my complaint. The statement is false.
  
  Sincerely,
  
  ***************************eader to cancel my 6-month contract and refund me.

  Business Response

  Date: 02/23/2024

  The Customer signed a legally-binding contract (which requires a minimum commitment of six months) on January 31th, 2024, with a subscription start date of February 1st, 2024. Market Leader made several attempts to contact Customer via email and phone to help resolve customer's concerns.
  
  We have been trying to work with Customer so that they can utilize ********************** to its full potential. Please continue to work with Market Leader's Support and ****************** team to assist with resolution.

  Business Response

  Date: 03/08/2024

  Customer was able to successfully connect with Market Leader's Support team on March 5, 2024 and his Account Manager on March 7, 2024.

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21289715
  
  I am rejecting this response because: After speaking with my account manager, the company refused to cancel the contract for odd and unsatisfactory reasons, putting its own financial interests before those of the client.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/12/2024

  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.

  Was charged two months on my credit card. I am not a realtor! I disputed with credit card company and they sent my credit card company a profile and its not even my name saying I signed a contract. It shows a another name and email. All I want is my money back for 2 months.

  Business Response

  Date: 02/20/2024

  There are two parties associated with this account. The Customer (Ms. ***** and the Account Holder (Mr. *****. The Account Holder signed a legally-binding contract (which requires a minimum commitment of six months) on September 28th, 2023. From September through December, Market Leader made several attempts to contact Customer via email and Account Holder via phone and text message, but they were unresponsive. On October 10th, Customers account was suspended due to nonpayment as stated in Section 11. TERM AND TERMINATION of the Customer's contract. but was unsuspend after payment on October 31st. On November 10th, Customers account was again suspended due to nonpayment. On November 20th, Customer called ********************** to request cancellation of their account. ********************** was initially unable to locate Customers account because their name was inconsistent with the Account Holders name. ********************** was able to confirm the Account Holders name with Customer via billing information. ********************** emailed Customer an online form to submit their request using the email address on the account. Customer submitted the online form on November 20th. Customer stated they did not receive any leads in their ZIP code, but after investigating their account, ******** had received a sufficient number of leads that were agreed upon in Customers contract. Customer did not set in their account their preferred ZIP codes to target. Again, Market Leader made several attempts to contact Customer via email and Account ****** via phone and text message to resolve the issue, but they were unresponsive. For the reasons stated above and the terms of the contract, the account remained active. On January 1st, 2024. Customers account was cancelled with an overdue balance of $1,078.

• Initial Complaint

  Date:02/01/2024

  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.

   
  Complaint: 21230734
  
  I am rejecting this response because:

  I went through ********************* Contracts to get it canceled because every rep refused in Sept to Cancel my account & No forms were ever sent to me & I even requested evidence that I agreed Cancelation would never be immediate. 

  I currently have ********************* contacts working on it again as they were even told I was canceled in September 

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/11/2024

  Customer was reached out to by **********************'s ****************** team on September 28,2023 to assist customer with cancellation. Customer did not sign the cancellation form.
  
  Per the terms and conditions, ML requires submission of the cancellation/change request form as written documentation 30 days in advance of cancellation date.
  
  Customer did not fill out the required cancellation form. Market Leader's ****************** team called again on February 2, 2024 to assist customer with cancellation. Customer was cancelled effective February 1, 2024. 

  Business Response

  Date: 02/26/2024

  Customer was called by **********************'s ****************** team on September 28, 2023 after submitting a cancellation request email on September 27, 2023. Market Leader's Support team also tried to assist customer with cancellation process. Customer was irate when the account manager walked her through the cancellation process, used abusive language and refused to sign the cancellation quote. Customer was called again on February ******** to assist with cancellation. Customer was irate and used abusive language once again when Market Leader called to assist with resolution. Market Leader is in contact with customer's ********************* Contracts with confirmation of attempts to resolve customer's concerns, and they are in agreement that we have done our due diligence.

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21230734
  
  I am rejecting this response because:

  This is the statement from my corporate office:

   

  **********************;<************************************> Sep 28, 2023, 8:57?PM
  to me, *****
  
  Yes, that is what we are working to accomplish with Market Leader / Promo Shop. Update what needs to be updated in Promo Shop and boost Market Leader Pro.
  
  
  I will make sure to fix anything that concerns you with Market Leader / Promo Shop so you are cancelled and there are no more charges in your credit card starting November 1st.
  
  

  
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 02/27/2024

  This is from my corporate office - it very clearly doesn't match your statement

  **********************;<************************************> Sep 28, 2023, 8:57?PM
  
  to me, *****
  
  Yes, that is what we are working to accomplish with Market Leader / Promo Shop. Update what needs to be updated in Promo Shop and boost Market Leader Pro.
  
  I will make sure to fix anything that concerns you with Market Leader / Promo Shop so you are cancelled and there are no more charges in your credit card starting November 1st.
  
  

  Business Response

  Date: 03/08/2024

  In order to cancel a subscription, the customer needs to sign off on the cancel quote to complete the cancellation of the subscription. Customer didn't complete the cancellation process in both September and February when we tried to assist this customer. **********************'s last communication with customer's ********************* Contracts was February 7. 2024, and they are in agreement that we have tried to assist this customer with the cancellation request.

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21230734
  
  I am rejecting this response because:

  They never assisted - They never sent anything to sign, they took weeks to respond to each email, they called & threatened me on multiple occasions to *** me now. I have requested not only cancelation, in WRITING - but proof that I agreed to have a cancelation take 45 days after requested & that I would have to jump through hoops of refusal to cancel. My last response was an email from SEPTEMBER 2023 - that said everything was CANCELED.

  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/20/2024

  Market Leader's support team has responded within the same day of emails sent from customer. Every phone interaction customer has had with **********************'s account management team has been filled with abrasive and abusive language. Customer refused to sign off on cancellation form, indicated to account management that they do not need to follow Market Leader's terms and conditions. Customer's account has been cancelled since February 2, 2024.

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21230734
  
  I am rejecting this response because:

  They never responded Same Day - No quick actions even started until February. I want confirmation they will leave me alone & not back collect for what my credit card company returned to me & they will not dispute those returns. 

  I requested copies of the said contract I signed since September & I still dont have them - the claimed document I needed to sign to cancel, was never provided to me. 

  I know multiple other people that gave up and canceled their credit cards because of these issues with Market Leader & the inability to get anyone to cancel their account or respond on a timely manner. 

  They are liars & fraudulent- they refuse to send copies of what they claim people sign allowing them to bill 2 additional months after cancelation- they refuse to cancel at all when asked. It takes bringing in 3rd parties to get anywhere & even during this, I have had them call me & threaten me with legal action 

  I want full confirmation they will leave me alone & my cancelation confirmated to be completed in October 2023

  Sincerely,
  
  ***********************

  Business Response

  Date: 04/10/2024

  After resolving the issue at the end of February by cancelling Customer's account, per their request. ********************** has not made any further attempts to contact the Customer since February.

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21230734
  
  I am rejecting this response because:

  They made threats of collections & lawsuits. I would like confirmation that I will be left 100% alone & no collection activity will be taken against me

  This was not resolved the end of February - the most I got was a cancelled account & then phone calls of threats of collection & lawsuits. 

  I am requesting that the company confirm that I will be left alone & they will not take any action against me for their failure to cancel my account & failure to send over copies of my contract & whatever strange doc I have been told I was supposed to sign. I want confirmation that they will not pursue me for the billing that I disputed & they will honor the cancelation from the fall.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/24/2024

  As stated previously, after resolving the issue at the end of February by cancelling Customer's account, ********************** has not made any further attempts to contact the Customer since February. The account has been cancelled effective end of February. Market Leader cancelled the customer's account in good faith despite the customer not following the proper cancellation procedure that was explained to them.

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21230734
  
  I am rejecting this response because:

  They are clearly ignoring my concern. It took the BBB & My corporate & my credit card company to cancel this in February. I was told it was Canceled in the fall 

  I want confirmation that I am going to be left alone & that they will not move on the money that my credit card charged back - I already had their collection department call & threaten me in February with legal action over my credit card getting involved over their refusal to cancel, refusal to send over contract docs & refusal to send over whatever cancelation thing they claim I didnt follow. 

  I want, in writing & confirmation that they will not continue collection activities.

  Sincerely,
  
  ***********************

  Business Response

  Date: 05/09/2024

  There have been no outreaches done by Market Leader or collections agency since February 2024. Customer's account was shut down and cancelled February 2024 and closed all cases with customer.

• Initial Complaint

  Date:01/29/2024

  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.

   
  Complaint: 21217258
  
  I am rejecting this response because:  I have made many attempts to resolve this matter with Market Leader and their team as I have documented with the attached email train and have been completely ignored, until I could no longer continue to allow my business to suffer. 
  However, challenges arising from communication delays, your refusal to open or even acknowledge my emails, your unresponsiveness to calls, multiple urgent reports to your support team begging for help, of which have all been documented I no longer want to be in business with your company. 
  This has significantly impacted my business. I had explicitly outlined these concerns in an email to support on 1/29/2024, requesting immediate termination services of which I forwarded to you again tonight because you ironically decided not to respond to that email I decided to forward it again to remind you. 
  I am now seeking confirmation of the immediate termination of the contract. I believe this decision is in the best interest of us all to go our separate ways and request your assistance in expediting the process. 
  
  Further calls from you or ******* are not required unless there is a need to discuss the termination. 
  
  I anticipate a prompt resolution of this matter. 
  
  Best regards, 
  Sincerely,
  
  *******************************stomer service to formally communicate my intention to terminate the services. Unfortunately, ******'s response seemed motivated only by a desire to offer additional services, which, in my opinion, is too little too late. Despite my considerable patience, the overall quality of leads, ads, and, most importantly, customer service provided by ********************** has been subpar. A thorough review of my database within Market Leader's CRM system reveals that the leads generated are of poor quality. Additionally, the ******** ads do not justify the monthly expense of $541. kindly request that you put me in contact with someone above ****** who can facilitate this process of termination. I have no desire to engage with ****** any further, and I strongly believe that it is in the best interest of both parties to cut ties swiftly.

  Business Response

  Date: 02/08/2024

  Customer purchased ******************************************* on December 19th, 2023. Market Leader services include a customized website, contact management system and lead generation services. Customer chose a six month lead subscription to include a lead estimate of 40+ Network Boost leads per month in and around ************,*******; **********************; ******************; **********************;*********, *******.
  
  Lead subscription services are from consumers who proactively provide their contact information for access to MLS listings and are responding to a specific listing for possible more information. Market Leader creates ads specifically designed for the customer on social media platforms, consumers who click on the ad have the option to submit their auto populated contact information from the social media platform. Consumers who submit their contact information for more information about a property and/or opportunity to view all homes on the market become a lead and are routed to the customers contact management system.
  
  All consumers who become leads are real people who proactively submitted their contact information from their social medial platform.
  
  Please continue to work with Market Leader's ****************** team for a successful resolution. If customer wishes to speak to another member on Market Leader's ****************** team, please respond with multiple dates and times so we can coordinate a call.

  Business Response

  Date: 02/25/2024

  Market Leader's Support team was able to successfully assist customer with assistance on January 2nd and twice on January 8th, 2024. Market Leader's ****************** team attempted to reach customer by telephone based off customer's requested method of communication. Customer currently is in a six month contract and has a past due invoice from February 1, 2024. Customer is eligible for contract termination after June 1st 2024 once six month contract is complete.

• Initial Complaint

  Date:01/12/2024

  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.

   
  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.
  
  Sincerely,
  
  ***********************************ed out the cancellation form but they will not acknowledge the submitted form. To say that I am disappointed with the quality of leads and the overall performance of their service would be an understatement. Since the beginning, I have been consistently let down by the lack of quality Market Leader provides. There was a clear outline of specific requirements and expectations. However, it seems that these were largely ignored, as the leads are sub-standard. A quick ****** search shows there have been consistent complaints from realtors all around the country about Market Leader.The leads provided have been consistently subpar, lacking the necessary level of qualification and relevance. They are completely unresponsive. This not only wastes time and resources.Consequently, I urge you to thoroughly evaluate and address the glaring shortcomings in this so called lead generation service to prevent other real estate agents from experiencing similar frustrations and scams.

  Business Response

  Date: 01/19/2024

  Customer purchased ******************************************* on November 22, 2023. Market Leader services include a customized website, contact management system and lead generation services. Customer chose a six month lead subscription to include a lead estimate of 40+ Network Boost leads per month in and around (************, *******; ***************, *******; *****, *******.
  
  Lead subscription services are from consumers who proactively provide their contact information for access to MLS listings and are responding to a specific listing for possible more information. Market Leader creates ads specifically designed for the customer on social media platforms, consumers who click on the ad have the option to submit their auto populated contact information from the social media platform. Consumers who submit their contact information for more information about a property and/or opportunity to view all homes on the market become a lead and are routed to the customers contact management system.
  
  All consumers who become leads are real people who proactively submitted their contact information from their social media platform.
  
  Market Leader's ****************** team reached out via phone, leaving a voicemail, and an email to customer to assist with resolution. If customer is open, please respond and ********************** will email dates & times to assist & successfully resolve.

• Initial Complaint

  Date:01/11/2024

  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.

   
  Complaint: 21121909
  
  I am rejecting this response because:

  1). This service was subsidized by Coldwell Bankers Realty until 12/31/2022. Market Leader reached out to all Realtors about a ONE-TIME fee to continue service for a year for $199, so I picked up the service for the year 2023.

  2). At no time was there a reminder email or notice stating that the annual service was expiring or was going to be renewed (no grace ****** to respond). Also no mention that it would automatically be renewed into a monthly subscription with a price change. 

  3). Never signed or acknowledge a Terms and Conditions

  4). All complaints on this company is the same.

  5). Never receive any email from Market Leader until 1/5/24 in which I immediately tried to cancel any service which they didn't respond until 1/9/24.
  
  Sincerely,
  
  *****************

  is was NEVER communicated about a subscription expiring nor about any automatic renewal. Was canceled 5 days into new year and want to charge the entire month for something I never agreed to do. Plus the fact they state - only was to cancel account is pay balance? Attached is email.

  Business Response

  Date: 01/19/2024

  Customer purchased ******************************************* on December 29, 2022. Market Leader services include a customized website, contact management system and lead generation services.
  
  Per the terms and conditions, ML requires submission of the cancellation/change request form as written documentation 30 days in advance of cancellation date.
  
  

  Business Response

  Date: 02/02/2024

  Per the terms and conditions, ML requires submission of the cancellation/change request form as written documentation 30 days in advance of cancellation date. Please continue to work with Market Leader's ****************** team for successful resolution.

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21121909
  
  I am rejecting this response because: As stated before, never signed any Terms and Conditions or acknowleged them. There was no reminder that service was expiring, nor any emails stating any price changes. Thus, my previous email back stating called on 1/5/24 to cancel with no response until 1/9/24. Spoke with agent who claimed to be a supervisor and said nothing can be done until month was paid. Every single complaint is the same. Last response from ML to BBB states customer should contact ML to resolve issue. There is no resolve they just want you to pay no matter what. Not paying for any service that was canceled 5 days into the month and ML changing their price structure without any notice and try to hide behind a Terms and Conditions they send after the fact and expect you to follow like written in stone. Customer have to accept Terms and Conditions which I never did. Deceptive marketing practices as stated in the majority of complaints about this practice. 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 02/12/2024

  Customer purchased ******************************************* on December 29, 2022.

  
  10.3 Client Termination Procedure. If termination is permitted by this Agreement, Client may terminate by giving notice on or before the 25th day of the then current month (in the manner set forth below or as modified in written notice from ML), and signing and returning the cancellation confirmation provided by ML on or before the 25th day of the then current month, in which case termination will become effective on the last day of the next calendar month. 

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21121909
  
  As stated before, show me evidence with my signature that I accepted any Terms & Conditions. This was a ONE-TIME offer. Just because you email a Terms & Conditions doesn't mean I accepted it. I never did so this can't apply.
  
  Sincerely,
  
  *****************

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 21121909
  
  I am rejecting this response because: they canceled subscription and they re-activated without permission so they can bill monthly plus no evidence of terms and conditions signed by me. No one answers call or responds to emails.
  
  Sincerely,
  
  ** ******

  Business Response

  Date: 10/16/2024

  This customer was not eligible for a refund at this time.