Complaints

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  Jennifer Much | Creative

  Sturgeon Bay, WI 54235

• 

  Jennifer Much | Creative

  62 S 3rd Ave Sturgeon Bay, WI 54235

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:05/20/2025

  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 hired Jennifer Much Creative to design and maintain a website for my business. I was assured she could get the website up and running in a few weeks with ongoing website updates as part of the service package. Initially, the framework of the website was built and I was very satisfied. As I started to provide more details to add to the site and asked for an update on when the base project would be complete to launch, Jennifer became less and less responsive. Finally, four months into our 12-month agreement, Jennifer stopped responding altogether. Her lack of follow-through required me to complete the remaining project myself to make the website usable for my business. Jennifers lack of responsiveness was surprising as our initial conversation to get started had left me feeling hopeful. As I investigated further, I found numerous complaints from other clients with a similar experience. They felt optimistic initially, only to be ignored after paying. And when clients address these very legitimate concerns, Jennifer responds defensivelyaccusing her clients of harassing and discriminating against her. Ridiculous, completely false claims in an attempt to deflect from her lack of accountability. This appears to be part of a troubling pattern. I am requesting a partial refund of $175 of $350 I paid for the incomplete service provided.

  Business Response

  Date: 05/20/2025

  This message is in response to the complaint made by ***** ******** owner of **** in ********************* 

  
  

  While I have already responded to multiple emails from her in the past week regarding her request for a refund, I will respond here as well. When she signed up for service, she agreed to and signed my policy and service agreement which explicitly states that due to the nature of the service and since the products are digital, no refunds would be issued under any circumstance. Ms. ******* was reminded of this policy multiple times and her refund request was respectfully declined. 

  
  

  Despite her website being online for months, Ms. ******* is now also requesting to be compensated for a part of my service that all active clients, including her, already receive for free. When clients purchase a ************** Package like she has, updates are provided at no additional cost to the client during their service term. This is a "use it or don't" aspect to my service and is offered as a courtesy. Clients are not compensated back if they don't use it. Clients are also able to login to their website at any time and are permitted to make their own changes as well. This allowance prevents business disruption and provides freedom to the client to control what information is presented online for their business. All of this information is publicly available on my website and is visable to clients when they are signing up. 

  
  

  Her complaint is that she has had to wait for website updates, however, she was not charged for updates and I am not a designer just for her. My policies outline that there may be times of heavy workload and highlights my queue system process. All my work is completed on the queue system and every client, including Ms. ******** needs to wait their turn. It would be unfair for me to cancel other client orders to complete hers first. I offer my services at an extremely low cost (all under $350) so businesses like hers can afford them. I do not have staff and have a visual impairment which is also noted in my policies for transparency. I work as quickly as possible and proudly work hard to offer my clients creative and affordable work. 

  
  

  While it's unfortunate that Ms. ******* is unhappy, she was aware that I do not offer refunds. I cannot get back the great deal of time that I have spent designing her website, which she initially complimented and praised, nor can I get back the time I put forward in making the custom graphics. In addition to designing, I also spent two hours outside of normal business hours personally walking her through each page and feature of her website. I have also turned down work requests from other businesses that were in a similar niche to hers out of respect. It is insulting that she would demand that I provide my work to her for free. Just like with her business, my work requires pre-payment. My time is valuable. Surely she wouldn't issue refunds to dance customers who don't become professional ballerinas under her instruction; just as I should not be expected to create work for her at no cost.

  
  

  I also do not appreciate her continuous bullying behavior or threats that she has employed as an attempt to get her way. I will not be amending the policy agreement that she signed as these policies have been in place for my business for years. She was offered the opportunity to be entered on my queue to have site updates completed at no cost once again; but she did not respond and instead filed this complaint. She additionally changed the password for accessing her website, which prevents me from completing any requested work. While clients are given direct access to their websites that I make for them, I do retain copyright to all work that I produce.

  
  

  Moving forward, I respectfully ask for this complaint to be closed. All applicable efforts have been made to to remedy Ms. ********* dissatisfaction, but I will not break our signed service agreement to meet her demands. 

  
  

  Thank you for your time and I wish Ms. ******* the best of luck with her business.

   

  - Jennifer

• Initial Complaint

  Date:04/25/2024

  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.

  Jennifer reached out to me through ******** after I inquired in a ************** about some short term rental welcome baskets, after a few discussions with her, she offered me a package that includes so many things, like a guest book, two photo sessions, customized guest baskets and many more...Jennifer took pictures of our home in January, she promised on site that she will deliver over 200 photos by next morning at 6 am, up until today, Jennifer has only provided samples of 50 photos, and every time I ask her, she goes around the question by either not answering or simply saying she will upload them and it never happens Jennifer promised me to provide logo mockups and she only provided me one, and when I said that this not what I want, she never provided me others, even though she claimed she had others ready for me to review, and when I asked her to share them with me, she claimed that she deleted them.Jennifer has canceled an hour meeting a few minutes prior to the meeting time with no respect to my time and schedule Jennifer also has been working on a guest book for us, she has been doing that since January and up until now, she is not done, today is 4/25/2024, there is always an excuse, she is either sick, had an accident, busy, out of the office, having network problems or her emails are getting stuck in her outbox, she encourages me to text her on her personal phone, then she complains when I do so.Jennifer never provided me with a contract, neither did she showed me her website before i paid her 650$ and now she is refusing to give me a refund and she is saying if I didn't use up the package within a year, it expires!! How am I going to use the package if she is taking over 3 month to finish a guest book, and when I ask her for a timeline, she says " I will be more than happy to let you know when I am done", also when i get flustered and I start questioning her, she starts threatening me that she is feeling "harassed" and that she will cancel the contract and give no refund

  Business Response

  Date: 04/25/2024

  This response is in regards to the complaint submitted by my client ******************* who owns House by the Bay. I was hired by this client for graphic design and photo services in which she was offered a custom bundle for her business needs with a discount. I have gone above and beyond to attempt to meet the demands of this client without prevail. Photos were taken of her property, in which I personally photographed and edited and  they were uploaded to a private gallery. The login details were provided to the client and I am able to see the record log showing access and download from her email address, which is the same address I have on file in my records. Galleries automatically expire after a week as the site is not meant to be a personal storage for photos. Clients are individually responsible for downloading their galleries. I spent more time than typically allotted photographing her property and we discussed her guest book on-site. We walked through ideas and I began construction of the book. Between the start and current progress of the project, ***** submitted multiple changes that significantly altered the layout of the book, yielding a great deal of additional work. Any time she would ask about completion, she received a courtesy reply following up. It was explained to her that I am the sole designer and that my work is scheduled on a queue system. As an individual with a visual impairment, I work as quickly as I can to produce creative work. During the first mockup process, ***** then started contacting more frequently, including to my personal phone at 5:30 am. She was politely told this contact was unwelcome and that orders are processed during my standard business hours. I stated to her that with all her change requests, I was working as fast as possible and that if she was unsatisfied with my service that perhaps a larger firm with more designers would better suit her needs. At the same time she was reminded of my policies, which state no refunds due to the nature of my service and the accumulation of hours spent on her order. After this communication I received several more emails from her with change requests. The client began contacting and demanding a response outside of my business hours and I expressed that her tone was harassing in nature. I gave her an update on her project and began processing several more of her requests. In reference to the meeting that had to be canceled, ******** Bay experienced power outages due to a storm and I did not have working access to my system. At one point I was asking clients to kindly email as well as I had bronchitis and was having issues hearing. As a hearing impaired individual it is easier for me to read text instead of hear. In regards to her logo, she was given multiple mockup sets and requested several changes to it as well, specifically about the drawn style of the home. She was told it was as close as I could create to her description and she stated she had someone else making the artwork. I told her I would be happy to add the artwork to the text logo, however, to date she still has not sent the artwork for the logo to be completed. In all, I have worked extremely hard on this order to try to meet the demands of this client. At one point she even asked me to design for a second property she acquired and got angry when I stated her bundle was for her existing business. She references her bundle in her complaint and as per my policies, purchasers bundles are available for the year and while no refunds are issued, there are circumstances where service credits are for future work. My policies are transparent and have been viewable on my website. This website was presented to the client before they booked. While I understand she is eager for her work, her requesting continual changes is what is prolonging the process. There was no agreement made in terms of completion and she is not charged for additional change requests. In terms of the gift baskets, she stated she was no longer doing custom baskets but instead a basic one on the counter put out by the cleaning lady. This portion of her package holds no monetary value with my business as it was a simple assembly service and the client was responsible for purchasing all items that were to be included. To close, the final update to the book will be the email that ***** sent this last week, this was communicated with the client and she was told the final file would be sent over for her to print. Her last email to me was earlier this afternoon, sent after business hours and before a response could be furnished she submitted a BBB complaint. As much as I understand the importance of this project to her business, she needs to understand the work that goes into making all the changes she is asking for each week whether it be verbage, layout or adding new policies. As per my policies, no refunds will be issued and this final file will be submitted to the client for use at will. While she is welcome to continue her services if she so chooses, my time and talents is non-refundable. I also am once again requesting to her, now publicly, that she be respectful of my business hours and follow the appropriate method of contact - whether it be by my business email, making an in person appointment or submitting requests on my Client Portal. Sending me a message on social media saying she saw me online is an invasion of my privacy and contact by phone in the middle of the night is unprofessional. 

  Customer Answer

  Date: 04/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *******************

  Customer Answer

  Date: 04/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  Hello

  respose to ****'s response!!

  I would like to respond to Jennifer's response as it is full of lies, I would like this response to be public please!!

  1. On my first call with her, she made it very clear that she is very flexible and that she stays up and that she would be willing to take late night communication, and that she is ok getting texts on her personal phone.

  2.The one time I contacted her at 5:30 am, I made it very clear to her that my phone had no network, and that she got the message when I got a network, and I apologized many times

  3.She never provided me with multiple logo mock **** that is a lie, and when I gave up, I decided to ask a friend to make a logo for me, and I have all the emails to prove it!!

  4. When she canceled a call, it was not on the day that there were network problems, she is not telling the truth, she did not have the book ready and she didn't like that I am emailing her asking for thr logos, so she canceled after I booked an hour for her 

  5. I decided to use the cleaners for gift baskets, since she was not getting anything done and she was not reliable.

  6. I have NEVER made ANY drastic changes to the book, and I have all the emails, she is not telling the truth. Most of the times there were changes due to questions she asked, she also promised me that she blocked a Thursday and a Friday to get the book done a month ago, and we are still not done yet!!

  7. She is always gone, always, I get an auto response email from her every week that she is out of the office for some reason.

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

  Business Response

  Date: 04/26/2024

  This message is a secondary response to my client ******************* regarding her order.

  I am the sole designer for my business and work extremely hard and offer clients of all budgets access to creative and affordable work. My flexibility includes covering those bases for a range of clients, just as I have for ****** While I have responded to her emails, many outside of my business hours out of courtesy, this flexibility should not be a demand. I cannot always be available to respond to her numerous emails immediately or around the clock.

  For her logo, she sent a picture of what she was looking for, which was a sketch of a house with text. I created a logo with this inspiration and provided it to her as a mockup. Her response was that she wanted the logo to be just like the picture. I responded that I could not copy the logo because of copyright and that the work I supplied was within my ability to deliver the likeness she was seeking. I do digital work and am not a sketch artist. I was told she had another individual hand draw the home and I said I would be happy to include that artwork in her logo and requested that she send the file. To date, she has not sent this artwork and a reminder email was sent, with a copy of the current mockup, via email last week. 

  Extensive changes have had to be made to the book which was originally designed as an 8x8 but moved to being a 12x12. We walked through a live copy over the phone and discussed changes to the pages, additions, policies, revisions, and missing information. This is a standard process for any project. Through making changes, I would receive more information and changes from ***** in which I would go though and adjust accordingly. I have received change requests up though this past week and a courtesy follow-up was sent to ***** each time letting her know I would make the changes.

  While this project type can be tedious in terms of verifying information, laying out pages and the like, the true difficulty for the client is understanding that these changes cannot be done immediately. My projects are processed in a queue system which has been explained numerous times to the client. I have expressed to her that I am the sole designer and only one person, a response that was met with scrutiny. I simply cannot cancel other clients work requests to meet the demands of just one. Every single change request ***** has sent over has been acknowledged and the work has been made.

  The project is currently in its final stage which will prepare the files for client utilization. While I understand ***** is eager to receive the work, I am simply doing the job I was hired to do and am ensuring accuracy of the content in which I wrote as part of my service. This project did not just include content supplied by *****, but included additional hours of my time to make it a complete reference guide for her guests.

  In terms of scheduling a call or making an appointment, like all businesses, reschedules are sometimes necessary. Clients are able to self-schedule meetings at any time. I have not seen any incoming appointments or meeting requests for ***** but do respond to emails when I receive them. With email, ***** notes receiving an auto response or out of office reply, however, I am frequently traveling to client appointments as part of my job, which is why auto responder is on. I still access and respond to client inquiries as quickly as possible, including *****'s. She has also been reminded multiple times of my business hours but expects an immediate response regardless of hour. 

  Moving forward, as stated to the client and in my first response, she will be receiving her project files following their final check. Every effort has been made to satisfy the needs of this project and client, and a lot of time has been devoted to it. While the project has had an extended turnover time, it is the result of being a solo designer, the changes needed and requests made by the client. I have worked hard to produce a product that is both beneficial to her guests and one that highlights her service.