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EGumball Inc

Phone: (800) 890-8940 Fax: (877) 890-8940 7525 Irvine Center Dr #100, Irvine, CA 92618 View Additional Email Addresses http://www.egumball.com


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Description

This company offers internet marketing services.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that EGumball Inc meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for EGumball Inc include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 72 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

72 complaints closed with BBB in last 3 years | 30 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 35
Billing/Collection Issues 5
Delivery Issues 4
Guarantee/Warranty Issues 1
Problems with Product/Service 27
Total Closed Complaints 72

Customer Reviews Summary Read customer reviews

3 Customer Reviews on EGumball Inc
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 3
Total Customer Reviews 3

Additional Information

BBB file opened: October 23, 2013 Business started: 08/10/2007 in CA Business incorporated 09/18/2007 in CA
Type of Entity

Corporation

Business Management
Mr. John Bauer, CEO
Contact Information
Principal: Mr. John Bauer, CEO
Number of Employees

160

Business Category

Advertising Agencies & Counselors Marketing Consultants Marketing Programs & Services Internet Marketing Services

Referral Assistance

The following Government Agency(s) or Association(s) may be able to provide you additional information:

Federal Trade Commission 600 Pennsylvanis Avenue, NW, Washington DC 20580 http://www.ftc.gov

Industry Tips
Savvy Consumer

Additional Locations

  • 7525 Irvine Center Dr #100

    Irvine, CA 92618

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered advertising 6/26/2015 and i paid 300.00 of of a debit card I called three times to cancel and they now state I cant cancel due to my contract for 12 months they want three more weeks to start my advertising, I want my money back and out of my contract.

Desired Settlement: 300.00 returned to my card and voided contract for bad business dealings the emails dont offer anything that they send me

Business Response:

We understand the customer’s frustrations, and hope that with further communication, the concerns can be resolved. According to our records, the customer spoke with one of our customer service representatives on 7/8/15 and the services were further explained to her, as well as the progress that has been made on her account. She agreed to stay on board with this service after this conversation.

According to our terms and conditions, (**********************************), the customer may receive a 100% refund within the first three days of signing an agreement to the contract. The cancellation letter must be received by fax or email, and rescission cancellations are now allowed by phone call. This customer wanted to cancel after this three day cancellation period, and is not entitled to a full refund.

 If the customer has any further questions, they may contact our customer service line at ************** Monday-Friday, 7:30-3:30 PST, and one of the customer service representatives would be happy to assist her.

6/16/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Paid for six months of service which was never delivered. Called several times to try to figure out why listing wasn't showing and only response was " we're working behind the scenes trying to fix it" along with getting into several arguments with employees. Six months later still no listing but was charged. Extremely unprofessional !!!!

Desired Settlement: Desired outcome is to stop scamming small business and refund entire invoice. Teach employees to handle issues in a professional matter and knowledge of product being offered.

Business Response: According to our terms and conditions,(***********************) eGumball, Inc. cannot guarantee any specific search engine result page and or line placement for a listing. While this service has a proven track record of improving our customers’ keyword rankings, no SEO company can fully control search engine algorithms. This service fulfilled its obligation, according to our terms and conditions, by activating the customer's account within one month. Furthermore, refunds are not granted after the rescission period expires. If the customer wishes to discuss this matter further, they may contact eGumball, Inc. at ***** ******** during standard business hours.

6/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company solicits their business by computer dialed telephone systems. I have multiple telephone numbers ringing to my business. I have asked repeatedly to be removed from their call list and all they do is rudely hang up the phone on you.

Desired Settlement: REMOVE THESE NUMBERS FROM YOUR CALL LIST. MY NEXT STEP WILL BE TO CONTACT THE FEDERAL TRADE COMMISSION ***** ******** ***** ******** ***** ******** I'VE ASKED YOUR EMPLOYEES REPEATEDLY, ONLY TO BE HUNG UP ON.

Business Response: eGumball, Inc. has added all of the customer's contact numbers to the Do Not Call list, and this issue is now resolved. If the customer has any more questions, they may contact eGumball, Inc. at ***** ********.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** ******

6/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My operating account has been debited for $89.00 every month for the last 8 months without my approval. I never signed a contract or gave anyone permission to withdraw that amount from my account. I can't get anyone to return my calls. I would like a refund for $712.00. When the checks were taken out of my account the would no signature on them.

Desired Settlement: I would a refund for $712.00

Business Response: We have spoken with this customer who claims that they did not sign an agreement or contract with us. However an **** ******** signed for the service (see attached), who is an agent and affiliate of the company. As of this point, this is a matter of the customer and their company, not a lack of service or policy on our end. If the customer has any further questions, we ask that they call our customer service.    

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Per the document you sent me from Egumball, the application that was signed by **** ******** is not vaild as he does not have the authority to make these decisions. It was supposed to be a one month free trail as explained to me by **** and that was not the case as they took $89 a month for 8 months for a total of $712. They didn't to anything to deserve this money, and I would like it all refunded to my account.

Regards,

***** ********



Business Response: According to our terms and conditions (***********************), the person signing the contract is not only signing for this service, but also signing to state that they have the authority to sign for the service. The customer did receive the first month free, however, an initiation fee as well as the first month's installment are due to eGumball Inc. when the customer first signs the contract. The start-up fee is always required. Unless the customer cancels in writing, they are automatically billed each month thereafter. If the customer would like to discuss this matter further, they may contact eGumball Inc. at ***** ********.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



Regards,

***** ********


This is misleading and is NOT what we were informed.  This company has very bad reviews.   I intend to pursue this by getting my refund.

Business Response: Because of this service's specific terms and conditions,(***************************) there is nothing further that can be done to resolve this issue at this time. If the customer has any other questions or concerns, they may contact our office at ***** ******** during standard business hours. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



Regards,

***** ********

 

I can never get through to this company and no one ever returns phone calls.  But, I get at least 5 calls a day at my office for their advertisement.  They have totally misreprented  themselves.  If they refuse to refund my money I will call 8 on your side.  They already have a bad reputation, I don't believe they want anymore complaints.  All I want is a REFUND!!! 


Business Response: There is a slight clarification necessary in the response given to the customer.

Here is the clarified response:

According to our terms and conditions (***********************), the person signing the contract is not only signing for this service, but also signing to state that they have the authority to sign for this service. The customer did not receive the first month free, however, an initiation fee as well as the first month's installment are due to eGumball Inc. when the customer first signs the contract. This start-up fee is always required. Unless the customer cancels in writing, they are automatically billed each month thereafter. If the customer would like to discuss this matter further, they  may contact eGumball Inc. at ***** ********.

Business Response:

eGumball, Inc. sent multiple documented emails and tried to call **** ******** many times. Though this service tried on numerous occasions to contact the customer, there was no response to any of these attempts. If the customer wishes to discuss this matter further, they may contact eGumball, Inc. at ***** ********.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

***** ********


This company has never tried to call **** ********, I've tried calling them and get ran around in circles, leave message with some India person and never got a call back. This company is totally bogus and needs to be out of business. I'm done trying to call them and get no response. Totally not satisfied. Taking out of my operating account every month is illegal. Money back or I will pursue this further. 

Business Response:

This service has attempted to contact the customer on numerous occasions, and has documentation to assert that this is the case. As stated previously, by signing the contract, **** ******** has asserted that he has the authority to sign for this service. Again, the customer may read our terms and conditions (***********************) for clarification.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

***** ********


There has been NO attempts to contact ME (***** ********) I'm the only one who can sign for anything here.  This company is BOGUS!!!  Not legit at all.  Bottom line is, I want a refund.  I won't settle for anything less.  I will not be run around by India people, it's a waste of my time.  They need to stop running me around in circles. 

5/13/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 5/27/14, I received a cold call and was recruited to purchase an online marketing service designed to position my office on the first page of Google. I signed on given assurances that this would take place and that my account would receive ongoing attention. I had already signed with another competitor and was told that I would be satisfied with Egumball. After 7 days, I attempted to terminate the contract with Egumball and was denied. They continued to bill each month after receiving $149 start up and $149 per month thereafter. In March of 2015, I discovered that my posting on Google was no where on page 1. It was in fact down around page 7 and beyond depending on key word searches. I called Egumball and this was confirmed but blamed on the other provider. I expressed that if this was the case, why had I not been informed by Egumball? How were they managing my account and seemed to think that all was fine until I called, and they confirmed the position of my posting! I asked to terminate the contract and be refunded my money or spared further billing. I was denied. Customer service merely blamed me for not understanding what is involved in search optimization. The fact is that I was aware and never would have signed a contract if the benefits were to be obtained 10 months later. Despite the facts and efforts to make the CEO, **** *****, aware of this dissatisfaction, I have gotten no where. I see this as a deceptive business practice; preying on those who use internet marketing; and failing to deliver as promised. Bait and switch is not too strong of a characterization. I have been manipulated and taken advantage of by Egumball's marketing and lack of performance. To date, they have received $1639.

Desired Settlement: I believe that because of their deceptive practices and lack of professional courtesy and customer service, I should be refunded all of my fees from May 2014 til today ($1639), and my contract terminated. They failed to do as promised and failed to provide me with any information about my account and/or problems optimizing my profile on Google. I notified them of this problem! They had no awareness and following conversations and written notice to them, they have shown complete disregard for having any responsibility. Customer service is horrible and their actions warrant investigation.

Consumer Response:

I have had no response thus far but interestingly did get a phone call today from a customer service representative, ****** *******, at Egumball.  She wished to review my account.  This is the first contact I had received since notifying them of my dissatisfaction in March.  Some customer service!  I should also mention that I sent the  CEO and customer service a formal complaint shortly before notifying you and never received any reply.
While Ms. ******* was pleasant, she felt compelled to inform me that Egumball did it's job to optimize my search profile.  Yet facts are a sticky thing.  The position of my listing on Google remained off of page 1 until I made it known to them in March some 10 months into my contract.  Hearing about the processes of search optimization is irrelevant.  This company has refused to acknowledge its poor performance and take any responsibility for its very shabby customer service.  They have taken my money and arrogantly blame me for "not understanding."  Consumers should be warned about their cold call practices, deceptive promises, and poor customer service.
***** ******
On Thu, Apr 9, 2015 at 6:30 PM, <*********************> wrote:
We have received your complaint and we are currently reviewing it.

BBB of San Diego (San Diego, CA) **** ********* *** ***** *** *** ****** ** ***** Phone: ************* Fax: ************* Email: ********************* Web: ********************

Business Response: We have frequently tried to contact this customer to work with him, but either he won't pick up or has refused to work with us. When we spoke with him, his statements made to us are out of context and he is non responsive. His duplicate listings on Google are the reason for his not ranking and refuses to work with us to fix it. We cannot move forward with this customer.

Consumer Response: I guess that I am not surprised by the response of this business.  I have responded but clearly I do not live by the phone. I see patients daily and therefore my time is limited.  I have responded to every email as well.  All conversations have been to tell me I don't understand and the company  accepts no responsibility.    There has been absolutely no attempt to resolve this other than to expect me to regard their actions as beneficial.   What exactly did they offer?   They refused to offer a partial refund.  They refused to terminate my contract early on and have continued it despite my enormous dissatisfaction. Moreover, it's astonishing to me that they had no awareness of the problem until I brought it to their attention.  This is not a distortion or misrepresentation.   Their actions have been consistently anti-consumer and poor customer service.  Their arrogance is astonishing but no longer unexpected.  Potential consumers should be advised!




***** ******
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



Regards,

***** ******



Business Response: After trying to work with this customer, he refused to work with us in order to resolve the issue. We have resolved the issue on our end by canceling his account and writing off the past due balance. 

5/5/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was promised the opposite from what i have received from egumball. Their service has provided us with no optimization not to mention a "front page listing" on google which is on a recorded line. They are taking over $400 a month from our business account and providing nothing they promised.

Desired Settlement: I would be satisfied with them no longer taking money out of my account. I have tried to cancel with no positive outcome. I own a small business and feel that I am being taken advantage of. I cannot afford THE GAMES THEY ARE PLAYING ,MY ACCOUNT IS SUFFERING.

Business Response: This customer currently has two different accounts with the same business name and different phone numbers, which is a huge risk in terms of Google guidelines and effects their business’ trust score, which is important for ranking. One of their accounts is, in fact, ranking but the other one is not. We would like and have tried to work with this customer to resolve the issue, but they are not willing to work with us. If they would like to fix this issue, we request that they call our customer service line ***** ******** and we will be happy to help.

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



Regards,

***** ******



4/28/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We received a call from Egumball inc. telling us that they would help advertise our business by way of Search Engine Optimization and compose a website. The salesman said that they would boost our rankings as well as a website that is interactive. The same salesman stressed that if we didn't make a decision quickly enough that they would offer their exclusive services to our new competitor. We hired their services. They said that they would update us monthly and connected us with an account manager with whom I haven't heard from since we first signed up. Everytime I called her, she would say that it was only a matter of time that we needed to be patient. Over the course of the next few months we tried searching for ourselves using suggested keywords on Google, and we would never get closer to the top of the search results actually we wouldn't even turn up at all sometimes on the first page. The "website" that they built us was just a photo gallery on a template with our business name on it and tells consumers nearly nothing about what we do and the products and services that we offer. . Dealing with them was a waste of MY TIME AND MONEY and when I told them to cancel the service, they refused to do so because of a contract even though they aren't fulfilling their end. I wasn't even looking for a refund just to cancel with only two months left so they can let go of our domain name because I found another company that I am satisfied with.

Desired Settlement: I want a full refund and especially our domain name!

Business Response: eGumball was frequently in contact with Mr. ***** throughout his campaign. In fact, when Mr. ***** called us to cancel due to financial difficulty, we worked with him and helped him by putting his payments on holduntil told otherwise. The reason why this customer’s initial star tup took more time than usual was because the customer changed their business name after we had submitted the information of the original name. It also takes at least 60-90 days for Google and other search engines to recognize a new business name. We are transparent in our services and trust that the customer will read the full contract before signing. It is standard company policy that a company ask its customers to pay the duration of their contract before cancelling service, which is stated in our customer contract and Terms and Conditions (**********************************). It is also stated in our contract that the domain name will not be released to a customer until they have paid their contract in full after cancellation. In this case, Mr. ***** has not. We wish Mr. ***** the best and request that he call us with any questions. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

We changed the Dba before we agreed to hire egumball's services And we immediately reminded them early on when we realized they were still using our corporation name. And then all excuses to be patient and keep waiting10 months is more than enough time to see significant results and the homepage is still just a template.  I was trying to get out from under them in a nice way but they just want to get paid in full regardless of my company's dissatisfaction. In one of our latest conversations they asked me if I saw my company's name on the search engine and when I told them I did not they said to refresh and it was there. Why was it there from before? If they were to put in half as much resources into their services as they do their sales we would have loved to continue service. And they're holding my company's  domain name as ransoM for tge last two months of service that I hadn't recieved I certainly don't care for.

Regards,

**** *****



Business Response: It is in our records that this customer did change their business name after the start of service. Also, it is in our company’s Terms and Conditions (**********************************) that a customer’s domain cannot be released until they have paid the remainder of their contract. We wish Mr. ***** luck in the future. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This is exactly what I am talking about, their contract was for payment of a service rendered and I'd like for BBB and everyone else to see this contract for the sub-par services we have received. Even their customer conflict resolution is terrible.  My company is VERY Dissatisfied and will write reviews on every social media outlet open to us to let all those who are on the fence about acquiring services from this company KNOW how un-productive, dishonest, distasteful, dishonorable, disgraceful and quite frankly disgusting their customer service is.   

Regards,

**** *****



Business Response: We have included a copy of the customer's contract, including the templates available for automotive businesses. We always advise that the customer edit their business information on these templates through our Control Panel, which is easily accessible and thoroughly introduced to the customer within the first week, to ensure that all information is correct. 

4/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was contacted by a eGumball.com representative in late January to help increase my restaurant catering sales. I was told to select key words like "catering", "box lunches", "corporate luncheon" etc. I was told that when those keywords were searched on Google.com that I would show in the top three. I was also told that eGumball.com would design a website to highlight my catering options, catering delivery area and contact info. It took three months for the website to be designed (all the time still being charged my monthly maintenance). When the website was finally up, the only thing it listed was my restaurant address, restaurant phone number and in house menu. No where did it list my catering menu or catering contact number. Further more, the only key word which pulled up my restaurant on Google search was sandwiches + my city. I called at least six different times to have this rectified and target the catering sales until finally my patience ran out; I decided to cancel my account and file this complaint with the BBB.

Desired Settlement: My desired outcome is one of two: 1) A complete refund for the three months of maintenance and the website set up fee. 2) To be provided the service for which I paid for; three months of being in the top three Google search results when searching my city and my catering key words. After those three months I would start paying for the maintenance fee again (per our agreement) as long as my restaurant is still in the top listing when my catering key words and city are searched on Google.

Business Response: After showing this customer our work we have done on his campaign, he has decided to keep working with us and the issue has been resolved by correcting inconsistent information in his listings. We look forward to continue working with this customer in the future.

4/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 12/9/14- We had been promised that our store would be placed on the ****** websites 1st page, when searching for our services. They informed us that it would take 7 days to get the domain situated with ******. 2 weeks later we still did not have anything populating on the page, was informed that this process could take a few weeks to get taken care of with ******'s people. We stated that we were under the impression they WERE ****** directly. When informed of this we understood why it was taking so long. But still wanted to get our stores info out there. 1 month went by and we still were waiting for them to finish the ad placement. Finally after 2 1/2 months we had our site up like we had been promised. On Feb. 20, 2015 we moved our location, and tried to change the address with the Login codes that were provided by them. Found that we as the client did not have access to changing our address or phone number info. We had to call EgumBall direct to have said changes made. I was not happy about how they presented themselves. Especially when they had been withdrawing their fees monthly with out issues. I called to cancel service to only be able to speak with and automated system. It took a few days to get a response and was told that we still had a balance on the acct. Even tho they still had not changed the required info that we had asked. We felt the we had paid for services that were not provided by EgumBall. We always kept a line of communication open to have with them for any issues that may have arisen. As of today 3/21/15 we spoke with a rep to get this taken care of but as was told like BEFORE , SOMEONE WOULD GET BACK TO US TO RESOLVE THIS ISSUE. We can no longer be at the disposal of a company that can not meet our needs in a timely fashion.

Desired Settlement: Give us the Login access that will allow us to change everything needed to maintain the system for our needs.

Business Response:

We have spoken with this customer and have resolved the issue. They have decided to continue with our services.

4/6/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: EGumball was hired to perform listing improvements with ******, ***** and other search engines as specifically listed in the original contract. Three months into the contract, I complained that the basic steps within the contract (setting up a ****** map, updating ****** citations, *****! citations, ***** & ****) were not showing up. The list I received from eGumball in January showed the only citations that were updated were all for obscure search engines that were not listed in the contract. The customer service rep (***** #***) said he would look into it and get back to me if I gave them another month. He never returned my call in February. I still do not have the key word searches or an updated citation that shows what they (now four months into this as of February) have completed in updating citations. I have complained that this company is not doing/did not do their job to multiple customer service reps and to their CFO. eGumball tells me that it takes time to build search rankings, which is true. But until the citations are filed, the search words I submitted to eGumball to use to build citations are worthless -- building my search rankings all starts with the citation files being completed. There is no excuse as to why they haven't gotten to building citations for the above named search engines by January 13 (last report date). They are telling me that I cannot cancel the contract without paying them for the full year. I feel like they really ripped me off big time.

Desired Settlement: Since I instructed them to cancel this before my February payment, I'd like to have the February payment returned to me. I want them to stop harassing me about paying them the rest of this contract. They have failed to perform, neglected to complete the basics of the contract, leaving me no recourse but to cancel the contract. They want me to pay them the remaining contract of $1,113 in order to cancel. I want my February payment back $159 and the contract cancelled with no additional payment. I am not going to pay them anymore money for work they did not perform.

Business Response:

eGumball’s customer service team explained the importance of ****** Trust Score to this customer many times and that the change in their company name was the reason they were not ranking in the amount of time stated. It’s important for companies to have consistent information about their business across the internet and in all directories. Our service specializes in this and helps to make sure all our customer’s information is correct. However, it takes up to 60-90 days for ****** and other search engines to detect new information. In this case, the customer did not allow enough time for their business’ information to be detected before claiming that we were not performing our services. We did follow up with the customer after allowing enough time for ****** to detect their business’ new information, but they instantly wanted to cancel our service. It is in our customer contract and our ***** *** ********** that all customers must pay for our service until the end of their contract term.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The "change in my company name" is news to me. I've been Health & Life Planning for three years. If they could not do the task, then I should have been informed as to why there was a "name" issue. Reality is, they are twiddling their thumbs cashing my checks and stringing out this "marketing time" for all it's worth. I understood they would have my account all ready to market the first month. I did my part as requested. Three months into this contract and they hadn't completed the ****** updates? Still don't have updated citations. So now five months into the year and the basics that need completed in order to move me up the ****** recognition needle aren't done?? That is my complaint with this company. They expect me to pay for them to take their sweet time in completely the submissions.

I really don't understand their business model. They have to know people expect results. Their first month of any new account contract should be to get everything setup and submitted so that results occur as fast as possible. When it takes them three months -- actually more since it's still not done -- to do the setup, that is unacceptable.

Regards,

***** ******



Business Response: We understand the customer’s frustration, but would like to reiterate that the customer did change their name in the beginning of service, which takes ****** and other search engines up to 60-90 days to register and is the reason why they did not see immediate results. We also have proof that this customer’s citations were updated last October when receiving the new business name. We have been trying to get in touch with this customer to resolve this issue, which we are more than willing to do, but they have not accepted our calls or called us back. 

3/25/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A telemarketing scam it's a company they want you to think that you're dealing with ******, and they will do the advertising for you once they think you are interesting they con you into giving them a credit card .And once you do they tell you that they are with a company called" E gumball" and the charges will not go through unless you sign a contract.whether you sign the contract or not you're in a locked in terms. they show you an electric contract, that has the info you gave them on phone, and you have three days to refuse when you never signed it to begin with.So now they have a lawyer which is really a collection agent that wants" to do you a favor and take only half the money you owe them for the term" he also has been calling my business and talking to my employees about the money I owe ,,and he is bullying me and saying he's going to come and take assets of my business which i know is to torture me till I give up my funds .I don't know how many other companies that they have tortured like this but I AM NOT PUTTING UP WITH THE ABUSE...

Desired Settlement: E-Gumball , charged my Credit card,238.00 without a signed contract.i would like my money refunded.i will also like to make a claim against the Collection agency for presenting themselves as a lawyer and abusing myself and my staff.but that's a another claim ,and I will do that shortly. I would like to know if they are a real Company there are several things that just makes that company,not seem REAL...They never called my business to see what I would like to do as a website ,they never called me about the emails, or got back to me about me wanting to get out of my contract, because I never signed a form. They advertise themselves as "****** " in order to trap you in to wanting to advertise with them.PLEASE HELP !

Business Response: eGumball is a transparent service provider who assists small business owners with optimizing their local online listings for higher rankings in ****** ****. eGumball is also transparent in that we are not ******, but certified as a ****** ******* Partner ****************************************************), which is stated in our contract and in our terms (**********************************). It is standard for all of our customers to sign an agreement, which clearly illustrates the term, set up costs, and price to our service.  Once the contract is signed, the customer has three days to opt out and/or has the option to submit a written cancellation within thirty days, if their account is not yet activated – neither cancellation options were exercised. The customer’s
contract was electronically signed by the client and bound to the client’s internet protocol (ip) address. Eventually, the client defaulted and the contract was forwarded to our collection agency for recovery. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
Regards,

***** ********



Business Response: eGumball's customer service and sales representatives are compliant with the policy that we cannot and would not say that we are in any way affiliated with ******. We are a ****** ******* partner, which means that we meet all the qualifications to sell ******* services to customers. This is stated in the customer contract, which all customers must read before signing, so that they understand that we are not ****** before committing to the service. As with any business who
provides a service, it’s the responsibility of the customer to read all contracts and terms before signing with any service. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
Regards,

***** ********


They never sent what they have done  ?

2/17/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: egumball.com presents themselves as google, not a google partner. Their automated services call each of our phone lines between 1-6 times a day. We have used every automated option to get taken off their list with no results. We have verbally asked to be removed and we are hung up on. We put our numbers on the no call list and they still call. We spoke with two "managers" who assured us that we would be removed from the call list and we have not been removed. This is disruptive to our business and they are misrepresenting what they do. We want them to stop calling our business.

Desired Settlement: Stop contact.

Business Response: First, eGumball does not represent themselves as Google. There is no logic behind doing this if we are going to brand our name in the process. Secondly, we believe that this company is being contacted by rogue, start-up companies who disguise themselves as eGumball to collect payment. Often times, other companies will call business owners to update their credit card information and will hang up a phone call just after identifying themselves as “eGumball.” Again, there is no logic or benefit with operating under these type of tactics. Such evidence exists in our legal section on our website (http://www.egumball.com/legal.html). Respectfully, we have added phone numbers 805-653-1717 & 805-652-1279 to our do not call list. 

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[egumball is not addressing the complaint of excess calls from their company. We have problems with other companies as well, but none are as persistent as egumball. We have a caller id system that allows us to call back the companies that auto call us and therefore know how many calls are from egumball. We do not have any calls from companies misrepresenting themselves as egumball nor have we had requests for credit card payment. We have repeatedly asked to me removed from their system and received another call late yesterday. They do misrepresent themselves as google through omission]

Regards,

****** ******



Business Response: Please provide us with the phone number on your caller id and a photo please. Thank you.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Ridiculous, I will not jump through anymore hoops to make this stop. The last "manger" I spoke to said she was ***** ****** at 800-890-8940 x### if I dial the number I get egumball.com, need anymore proof that I have been actively trying to get off your calling list. Just stop the calls! ]

Regards,

****** ******



2/9/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: ****** ***** ****** ********* received a marketing call from eGumball INC regarding their Google Map Optimization services. The sales person convinced us they are partners with Google and they can get us on the Google Maps listings which required a 6 months contract. In the package we purchased, we were told to choose up to 10 keywords which will be used to make us visible on Google Maps. After 3 months of no progress we contacted eGumball INC to get a status report and were told that they are working hard and we needed to be patient. We made another call after the 4th month when there were no progress whatsoever. Again we were told they are working on it and we should finally show up on Google Map searches in about 30 more days. This was not the case after the 5th month and nor was it the case when our contract ended. After spending $954 dollars on monthly fees and $200 on a set up fee, eGumball had nothing to show for and instead suggested we sign up for another 6 months of service! When we requested to speak to a specialist who actually handles coding, we were contacted by another salesperson with no experience in optimization. None of our questions were answered on why they had no results to show but insisted with another 6 months of contact we will get some results. This company is using Better Business Bureau logo to gain clients' trust and sell services they can not deliver. We are shocked BBB is allowing their logo to be used on their website. After some research online we have come across many complaints by other users of this service and what's more concerning is the eGumball staff harassing people who are leaving honest reviews about their experience with this company.

Desired Settlement: We would like to recover the monies we have spent for services promised yet never delivered, or a portion of it.

Business Response:

****** ***** ****** *********, contractually known as ****** ***** ******, signed up for our maps optimization service. Our company was contracted to submit, edit and optimize local directory listings to improve citation clustering for local search enhancements in Google Maps. eGumball is a “Google Partner,” as certified by AdWords. This label of certification is provided by Google, but does not mean that eGumball is a subsidiary or an actual contractual partner of Google, as detailed at the top of our terms and conditions (http://www.egumball.com/egumball_is_not_google.html).

 

Further, eGumball provided ****** ***** ****** ********* six months of service, which did improve their visibility in Google Maps. The service documents are found here: http://www.egumball.com/ssm.html. As you will see within our service documents, the screenshots of ranking and email communications show the client thanking us for a speedy response. The client acknowledged our work was being performed. 

 

We believe the client is not pleased with our service because they were not able to locate their business without the use of “CA.” This advanced request takes more time to accomplish, as we manage citations within a monthly drip system. We do not promote flooding Google with a single shot of updated citations, which may be viewed as unfriendly to Google. We are not in control of when Google pushes a new index, so we have to be very conservative with our submission policies.

 

Although our service notes demonstrate our willingness to explain our service in detail, we need trust and open communication in order to be more effective.

 

2/9/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This company cold called me promised me the 1st page of google , yahoo and so much more and then charges my card 700.00 for the service it was supposed to be 60 a month but they debited the entire amount . They are dishonest and they do not provide the services only take your money .

Desired Settlement: 700.00

Business Response: eGumball can never guarantee that a business will be placed on the first page of Google or any other search engine, as stated in our terms (http://www.egumball.com/terms.html), as well as the customer contract. The client requested that they pay the contract in full in July of 2014 at signage, but then charged us back for the same amount in November of 2014 and again in December of 2014. Even further, this customer is ranking successfully (***********************************************************************************************************************************). As also seen in the document provided, we have carried out our services and have not demonstrated any type of dishonesty towards the customer. 

2/9/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They use illegal robo-calls over and over and over...offering a so called "free website". Selecting option to be removed does no good. Bad company practice.

Desired Settlement: Stop contacting me

Business Response: We have contacted the customer and all of the numbers provided have been successfully submitted to our do not call list. However, this does not guarantee that other companies in our industry won’t contact them in the future. 

1/29/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We have repeatedly asked this company to remove us from their calling list (we have 137 phone numbers, and they all ring into the same call center) They call under masked phone numbers and when we redial phone numbers that appear on the caller id, they are disconnected after 10 seconds, they refuse to give the name of their company, they want private personal information prior to telling any info about who they are or what they are calling about. They invade the privacy of the business with up to 80 phone calls a day from automatic dialers. If you ask any info about their company they hang up and call back with the same recording. The number they keep calling today from is ###-###-####. Their phone number removal opt out option never works. or our numbers would allready be removed. This has been going on for an extended period of time.. They are wasting out time and theirs, and their operators refuse to give us an email address or fax number to send our phone numbers to for removal. (we have all our numbers in filer form)

Desired Settlement: Removal of all of our phone numbers from their database and any of their affiliated contract autodialers. A legitimate email address to email those numbers to, and a phone number to someone other than a dead end phone number who we can actually talk to about receiving unwanted calls without them becoming verbally beligerant to us and hanging up on us.

Business Response: The customer has contacted us and provided us with a list of phone numbers, which we have successfully submitted to our Do Not Call list. However, this does not guarantee that other companies in our industry won't call the customer about their services.  

1/27/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Egumball rep assured me that if I signed up with them, they will guarantee my placement extremely high on a search with certain keywords for my business in my area. They charged me 150 set up fee and 150 for first month, totaling 300. However, in this month, absolutely nothing was done by Egumball to improve my ranking in my locality for these keywords. When I called egumball, they said I needed to do adwords and now gave me a totally separate bill to accomplish this which was what they promised to do in the first place and just never did it.

Desired Settlement: Refund the 300 I paid them as absolutely nothing was done and no improvement occurred in ranking me in searching with the keywords I provided Egumball

Business Response:

We are transparent in the fact that once a customer has signed up with us, it takes up to a month to set up their account, including their website, keywords, and overall profile. As per our terms of service (http://www.egumball.com/terms.html) and customer contract, eGumball cannot guarantee specific search engine results or placement because of the unpredictable and nature of search engines. We advise the customer to speak with their account executive for further questions. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I'm puzzled at the business' response. This wasn't at all what I was assured when they had me sign up. It is most unfortunate that any reputable business can be this deceptive.

Regards,

*** ****



Business Response:

We are transparent in the fact that once a customer has signed up with us, it takes up to a month to set up their account, including their website, keywords, and overall profile. As per our terms of service (http://www.egumball.com/terms.html) and customer contract, eGumball cannot guarantee specific search engine results or placement because of the unpredictable and nature of search engines. We advise the customer to speak with their account executive for further questions. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

It is most disheartening that this company can be dishonest. I would never have signed with them if they told me what they are now asserting. The took 300 bucks from me and did absolutely nothing. This is most regrettable.

Regards,

*** ****



1/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We contracted and paid for SEO services. We were supposed to be kept updated on a regular basis about the success of their work and how it was going. Egumball never made any effort to contact us except when I called and complained. They said their were some irregularities, and they would work on it.y asked if they could have a couple months expense free to correct the problems and provide a better service. Not only did they not do as they promised, they continued to charge me monthly. I called and emailed on several occasions to try to get them to stop charging my credit card. They finally did do that. They acknowledged that they did not perform anything as promised, but that they could not refund any of my money. I asked for part om my money back, and they quit responding all together. Their was never ever any evidence that they performed any service. The only thing they did was charge and collect from our credit card. Very poor service and Breach of Contract. They have all the records as they seem to document everything about my contacts with them.

Desired Settlement: I think I should get a complete refund. $2000

Business Response:

The customer was frequently updated on their account, specifically on August 8th of 2013 and received many detailed emails and snapshots of his rankings throughout the duration of his contract. Once an account is activated, we begin the monthly citation building process, which does not require any verbal contact with the customer. However, the customer is provided access to our client login portal which details the campaign traffic. Also, the customer persisted to create many duplicate listings, which created “irregularities” on the account. Lastly and as per eGumball’s terms (http://www.egumball.com/terms.html), a contract is reinstated after the duration of the previous term, unless the customer cancels, which in this case the customer did not and tried to cancel in the middle of his second contract term. Our customer support department is readily available to discuss our customer’s campaign. 

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

After initiation of the contract, the only contact I had with EGUMBALL was when I initiated it by email. Then a representative would call and make excuses as to why they were not doing their job. Nothing they promised was accomplished. No results, and they admitted that by offering two months free service, to try to correct the poor service, which was another promise they they did not follow through on. I was charged for the two months added on. The only thing I can say they are good at is automatically collecting a clients money. You can be sure it comes out of your account on time. When I requested refund for the supposed two months free, their comment was that they could not refund money. In Egumball's response they mentioned irregularities that were my fault. What a crock! Their own records show what really happened. I guess they have no other response except to try to blame and lie out of it.  

With my experience, I consider Egumball  a complete fraud. Buyers beware of this company. Their are great companies out there. And they are so good they don't require a contract to get your money over the long term. I will be glad to talk about my experience if you have any questions.
 I have since teamed up with a company that is working as promised. Results were immediate, and customer service is fantastic. No contract is asked for, as they know their service is great. Page rankings improved in just a short time. (**** ****** Media)


Regards,

****** *****



Business Response: Because it takes up to a month to have the customer’s profile and account set up, which
is industry standards, there is no reason for us to contact the customer during
this time. The customer did not stay with our services long enough to see major
results. We also have many recourses for customers to track their rankings and
campaign, which shows results so that they can stay constantly updated.
Further, the customer did not cooperate with us in terms of providing important
information for his campaign to become effective. We wish them the best of luck
with their future endeavors.

 

 

1/9/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: the company claimed that they would put my business on the front pages of search engines ie: Google etc. For 4 months myself and friends tried to locate my business on google and other search engines, we had a hard time locating my business on all of the searches. example try finding in the top row of google {as promised} my resort. ****** ***** ****** **********, Mn. I feel they over-represented for a business such as myself what they could do. I emailed them and told them to terminate there service to me. They replayed that they would. Two days latter they claimed that I still 0owed them $218. For What????????????? In reading other complaints I find that I am not alone

Desired Settlement: Forget the $218 they claim due them and I will write this experience off to my stupidity for not checking them out before hand. Just like buying a car go to *** **** they should have a business Fax

Business Response:

As per our Terms of Service (http://www.egumball.com/terms.html), eGumball cannot guarantee specific search engine results or placement due to the unpredictable nature and constant changes being made within search engine algorithms. It also states in our terms of service, as well as in the contract that once the contract is signed, the customer must see the contract through to the end of term. This is a typical business practice. We ask the customer to speak with their account executive about our service agreement and their listing. 

12/16/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Egumball solicited me on November 7, 2014, claiming they could put me on the first page in the map section on over 250 search engines, using the 10 keywords that were given and that I would show up in ocala, fl. even though my address is *******, Fl in no less than 30 days I would start seeing results. I call a few times wanting to know when they thought I would start showing up and there response was that I needed to wait on additional e-mails from them, as I engaged with the agent I ask more question about the service I was being sold and receive different reply's. I was told that It would take time to be seen on the first page it could be months, then I was told that I would not be seen in Ocala,FL because my address was ******* fl. I am already on 1st page of google for *******, been there for years as there are only about 3 AC companies located there. Egumball had me pay them $300 down $150 for set up $150 for the 1st month, and $150.00 each additional month for a total of 12 months. I called with concerns a couple of times and all they did was pass me around to different represents to try to get me to stay in this agreement which is based on purely lies. I even spoke with the manager and he said he would have to look into it before he can move forward. At this point Egumball has not not supplied me with any services, but yet has collected my money. I totally believe this company has mislead my company and do not in anyway want to be involved with them.

Desired Settlement: I am requesting a refund of $300 as well as a canceled agreement.

Business Response:

First, eGumball, just as any SEO and Google Maps company, cannot guarantee results, as seen on our terms of service (http://www.egumball.com/terms.html) and the contract that customers must sign before their services starts.  Since there are constant changes being made within search engine algorithms, it is impossible to detect how long it will take for a company to start ranking, which we also disclose in our terms and contract. Next, we would only claim that your listing shows up in the area that you are in (*******, FL). Google has what is called a trust score, meaning that all the information in your listing needs to be accurate and consistent in order for your company to be trusted with Google. If your company ranks in other cities, then that is great, but we make sure that your company is represented in the city it is in. We ask the customer to speak with their account executive about our service agreement and their listing. 

12/16/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I had been receiving phone calls from what sounding like a legitimate Google representative wanting to review the accuracy of my Google Maps business listing. After confirming a few details (all the information was already correct) they transferred me to another representative to assist with my businesses SEO. For the beginning I thought that Egumball really was a trusted partner of Google, however, now that I have done more research online I realize that I was mislead into thinking that Google was initiating the introduction (bait and switch?). My business already had a Google+ page but a representative from Egumball had then asked for my login and password information because they were going to add some code to my page so that it would index higher in the results. I thought it was very strange that they asked for my password so I just made them a manager of my existing page but do not have any evidence that they actually did anything. Also, after a few months of their service my business has yet to achieve any ranking whatsoever on the search terms I had provided to them. I would like to resolve this amicably without posting nasty reviews like other dissatisfied customer have done.

Desired Settlement: Refund of initial set-up: $129, September installment: $129 and October installment: $129 = $387

Business Response:

We appreciate your concern with our relationship with Google. As seen on our terms (http://www.egumball.com/terms.html), our website (http://www.egumball.com/egumball_is_not_google.html ), and the contract that every customer must sign before their service has started, we are transparent to the fact that we are not affiliated with Google in any way, but meet the qualifications to be a Google AdWords Partner (https://www.google.com/partners/?sourceid=awo&subid=us-en-ha-g_prt-hasearch&gclid=COPh7MSalbsCFZFxQgodTVEA0w#a_profile;idtf=3291037964) . Also seen in our terms and the contract that every customer signs before service is that eGumball does not and cannot guarantee search engine results. No SEO or Google Maps company can guarantee specific results in any time period due to constant changes within search engine algorithms. It takes time for a company to start ranking once we’ve created their profile. Lastly, we ask to have access to every customer’s Google Plus page because it is very important that we manage this page in order to manage their overall listing. Before the customer responds to our response, we ask them to speak with their account executive about our service agreement.

12/1/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: To whom it may concern I have signed up with this Egumball company for our newly opened Tattoo business on Sept 2014, the sales representative promised me that I will be moving up on google map list, which I was already Letter "F" at the time if I search "Tattoo flushing NY" on google, the sales representative claim that they associate with Google, and they are the partner of them, they will keep submitting information to google about our business so it will make us moving up on the list. After couple counter offer, I accepted the offer by paying $125 a month and $49 one time set up fee, and they sent me a electronic contract saying that they need my electronic signature. I asked them if I am not satisfy with their service, is there any early termination fee for stop the contract. They said no fee will be charged if I am not satisfy. So I signed up, I am so regret now for not doing more search on that company before signing up the contract because I believed every word that the sales has told me. he told me around 3 weeks I can see the significant result about my moving up listing. I called around 3 weeks, and there was a lady picked up, I told them I wanted to cancel my account, she said she will have account specialist call me back, so I waited for the whole day, no one has called me back. Second day this guy name M***** called me back apoligize about didn't call me back and telling me he can offer me a free month to show me what they can do to improve our business listing. So I told him ok, I will see what will happen. As of today, I have been sign up for this service around 2 month, not only my business ranking on google didnt't go up, it actually droped from letter F to letter G. so I emailed him to cancel, he said I am still liable for rest of the 4 months as contract I signed up for 6 month. Why would I pay more if they misrepresenting themselves at the first place. I need justice to help me. I did egumball search, a lot people got scamed by them.

Desired Settlement: I need my refund for $125+ $49 first time set up fee, and also stop billing me for the future and cancel my contract with them, I already contacted my bank for refund of $174. Since they kept saying I am liable for the future 4 month payment even I cancel my account because of their misrepresenting, I have to report this issue to BBB so I can get my justice.

Consumer Response:

Better Business Bureau:

Hi, I already resolved this with egumbal, please dismiss the complaint, thank you.

Regards,

**** *****

Hi, I already resolved this with egumbal, please dismiss the complaint, thank you.
Jing's Tattoo
Hi, I already resolved this with egumbal, please dismiss the complaint, thank you.
Jing's Tattoo
Hi, I already resolved this with egumbal, please dismiss the complaint, thank you.
Jing's Tattoo

10/23/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This company agreed to a contract with egumball to rectify our listings in the internet and search pages for a period of 6 months to erase all information of the company since it moved to a new location and put us on any and all search engines with key words to our company's business practices and new locations. We also allowed them as per contract to maintain and monitor our changes for approximately 6 more months on a one month billing per month until notified. This company was then contacted saying customers were getting the wrong address, phone numbers and or old address to reach our business to contact us. In contacting egumball, we were told they were not monitoring and keeping up even though it is stated in our contract in hand that these services will continue.

Desired Settlement: Refund of all payments taken out of the credit card given to process except the initial start up fee. All info that they worked on was eventually lost per their people. Also to not touch anymore info or give any more info to web search or any others until such time as we can hire a company to complete this process.

Business Response:

eGumball manually reates and edits local directory (citations) listings on a monthly basis with unique content.  Updating listings with incorrect listings takes 30-60 days to appear in Google search results.  Once a updated listing appears in Google search results it can take up to 30 days for Google to cluster and push a new index in Google Maps. Google aggregates these citations for trust scoring.  eGumball does not update all known citations at once.  Updating and or creating a high volume of new citations may seem unfriendly to a search engine like Google.  For which reason our service takes time.

eGumball's contract is limited to one compliant location - not "locations".  Please clarify.

eGumball only monitors previously created or edited citations.  We do not monitor other locations not contracted.

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10245028, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

A contract was documented for 6 months to get our business listed on Google Maps and search engines to find my company with search words. You had 6 months to correct this, not 30 days. This company expects nothing more than services it pays for. When we had problems, we continued to pay over the contract price and gave you over 120 days for the info to take place as you say takes 30 days in your response which you failed to fulfill. Our demands have not changed as we are also a BBB accredited business. 

Regards,

***** *******

Business Response: Mr. ******* needs to work with our company to iron out his issues. There have been several issues with his file. During Mr. *******'s campaign, we continued to search and update his citation cluster per our agreement. If you perform a Google search by Mr. *******'s phone number: ********************************************************************** You will find that over 70% of the known citation sources have been updated to his ***** Court address. What Mr. ******* also needs to understand is that we submitted his website to Google Plus at the start of his campaign. Although Mr. *******'s website passed through our control check, it was later found to redirect to a Japanese site. For the record, we do not control the hosting or content of Mr. *******'s business website. Mr. ******* was made aware of this, and successful rankings, on 8/27/14. We believe this greatly affected Mr. *******'s trust and ranking in Google Plus once Google pushed a new index. As result, Mr. *******'s listing was reduced to the supplementary index of Google. The last citation update occurred on 8/27: ht************************************************************************* http://www.**************************************************************************************************************** ***************************************************************************************** ***************************************************************************************** **************************************************************** *************************************************** ************************************************************************************* ******************************************************************************* ******************************************************************************************* *********************************************************************************** *********************************************************************************** ** Links which redirect to 404 page handle or other indexes are the result of an update which changed the url structure of the citation.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[I would like to start by saying that this is not a resolution, it is an excuse.

First off. This contract was formed in December of 2013 and yet their reply to situation reflects a date of August 2014.  So what happened to the services per contract from that date to their 8/27 reference? No issues were brought to our companies attention until we called complaining about not being on maps still. And had multiple times in past called with same concern. The company per contract was supposed to have us listed on several different maps search sites and found by entering keywords related to our business per their contract to us.  As said before we were no where to be found when using those keywords listed on contract.  At one point before contract customers could find us but we were listed under our old address.  Once Egumball took over they completely removed us from the map altogether. I am sending EGumballs contract via fax to Sherida to further explain our argument.

]

Regards,

***** *******


Business Response: If the client would look at their complaint history, the client will see that they signed up with our service to update previous information. Our service, our industry, corrects NAP (Name, Address and Phone) and optimizes local listings to be clustered by Google. A performed Google search clearly illustrates the updating of several local directories. When the client called in on 8/27 they were starting to rank. At this time, we noticed the redirect issue with his website. The clients website is the number one signal to Google for trust scoring. We did not redirect his website nor do we have any control over it. Google must have pushed a new index and penalized this clients listing. Again, Google the clients phone number and research the listings for accuracy. We did our job.

10/21/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Egumball called me several times saying that they represent google.com and that they can advertise my business through the Google site. and that i would be in the top listing with 10 keywords! They lowered my payment from $200/month to $125/month plus a $187 fee to start up! They promised me that with in 30days my listing will be posted and IF NOT that i will receive a FULL refund for my money back GUARANTEED! I found that 1.They were not google. They lied! 2.My visibility on web was not there when using all 10 of my key words. When i called yo find out why she said it may take up to 30 days when is was 2 months past!! i asked for a time frame of when it would be up and they said they cannot give me a time frame! she also said that i would be in google maps and i did not sign up for google maps! We are a small family business and we were a victim of this crime: missrepresentation and overcharging for no services. When we tried to stop their charging us monthly, they said that I (*******) signed a contract electronically. I do not believe its true. Please protect my family and the USA against such predators! I want my full refund back that i was promised!!! and i want them to stop harassing me! they call every 5min and they do not let you get one word in! They over talk your voice! they are trained professionals to do so!

Desired Settlement: I want my full refund back that i was promised!!! and i want them to stop harassing me! they call every 5min and they do not let you get one word in! They over talk your voice! they are trained professionals to do so of my $187!!!

Business Response: Our client electronically signed and agreed to our 'maps optimization' agreement and terms and conditions ( http://www.egumball.com/terms.html ) from her office in Ohio ( http://www.ip2location.com/72.241.208.90 ). Our terms and conditions are public and are transparent to our relationship with Google. If you read the first sentence in our terms it is clearly disclosed that we are not Google. Secondly, our client had three business listings at the same address. The incorrect listings were ****'s Pizza and *** *******. In order to get any of our clients to rank we must first clean up any inconsistent data in order to increase our clients 'trust score'. Per Google Quality Guidelines it is mandatory to remove these listings from Google's index - this process normally takes 30-60 days. We completed the process within three weeks and the client started to rank for one keyword. Lastly, our client really didn't care to understand the complexities of optimization for Google Maps. In fact, the client said to stop calling as we were making every attempt to service her. We are willing to continue service with our client but she needs to be more trusting.

9/23/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My account# with egumball is *******. On 06/05 I was contacted by egumball sales rep ******* ****** and was told that his company could get me listed on the first page of Google. I explained to him that I was not knowledgable about computer protocol and would like to try out egumball.com for a 6 month trial to see how they performed. After two months, my original status had not improved. When I called to ask why, I was told that egumball could only improve my ranking on Google Maps, not the "organic" Google listings. Shame on me for not knowing there was a difference and being knowledgable enough to ask that question. The sales rep. and her supervisor **** told me to be patient and that would make even more of an effort to get me a better ranking which was due out 0n 08/23. There was no improvement after 08/23. On 08/27 I called and began leaving messages for a return phone call. No response. On 09/12 I finally got **** on the phone and was told that I needed to be patient. I asked to speak to her supervisor and got **** ******. I requested to be let out of the 6 month contract as I had been mislead by the original sales rep. He said he would see what he could and promised to call back the next business day. I left 4 more messages for **** before he finally called me back. While he agreed that I may have been misled by the sales rep, he also said that I was bound to my signed contact and egumball would not cancel my contract. I went on to say that I has already paid e-gumball for 3 months of "service" that resulted in NO improvement in my ratings. I asked that they accept monies that had already been paid and allow me to cancel with no further payments due. He assured me that he would personally work on my account to improve my ratings by making sure I was listed with a variety of search engines. I have already done all of this. There is no reason to believe that will improve my ratings if they have not already done so in 3 months.

Desired Settlement: I had originally asked egumball for the final 3 months of the contract totalling $450.00 be canceled. If they had agreed to that, I would not have asked for a refund. I would have agreed to pay for the original 3 months even though there were no results. NOW-- I want the final 3 months canceled without payment or penalty AND a refund of the first 3 months and the set up charge. Total of $600.00 I also want assurance that they will NOT remove my business for the search engines whre they currently exist because I am the one who put them there originally.

Business Response: The client waited three months (half way through agreement) before inquiring on the difference between organic and map listings. Within the first thirty days we clearly communicated our service through our contract, agreement to terms and conditions, website control panel, emails and verbal communications. All loaded with terms related to our core service, maps optimization. The client openly admitted that she did not give 'adequate' attention to our agreement and or communications. Putting the blame on our sales person who allegedly neglected to differentiate the difference between maps and organic results when in fact our sales demonstration clearly surrounds maps listings. Lastly, if there was a misunderstanding to our service we feel that the first 30 to 45 days is ample time to dispute the direction of service. We stand firmly behind our agreement with no fault. Despite our position in this ****er, we offered the client a reasonable solution to her issue - she declined.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

As stated in my original complaint,  Egumball contacted me regarding using their services.  Their EXACT promise to me was that they could get me on the first page of Google.  No differentiation was made between Google and Google Maps. No mention was made of the difference between Maps and organic listings.   I found this out later.    My business was ALREADY on the first page of Google MAps so I never really needed their services at all.  An ethical company would have not taken advantage of the fact that I lacked computer knowledge and would never have pursued this sale.    I was also told that it would take several months to get my business on the first page of Google so when I did not see immediate results, I was not overly concerned.  I started asking questions on 08/11 when I still saw no improvement in my rating.  That is why it took so long for me to question what was going on.   Yes, they communicated with me several times in the first 30 days but also told me to be patient on getting my desired results.

******** from their billing department contacted me yesterday after a long Facebook rehash of my issues.  I will be happy to supply a copy of the Facebook correspondence if needed.  She first told me that I would need to write a "hardship" letter stating that I could no longer afford their service to be let out of my contract.  I refused as this is clearly not the case.  Then she said I would still need to write a letter to cancel and they would let me out of the agreement only if I agreed to retract my BBB complaint and remove the Facebook correspondence.   I told them I would need to think about it.  I sent them a fax last night agreeing to remove the Facebook posts and retract my BBB complaint ONLY if they FIRST sent me a letter stating that  my contract is canceled without any additional financial obligation and they agreed not to tamper with or remove any of my Google keywords.  Forgive me for not trusting this company.   

This brings us up to date.   If they will  FIRST send me a written verification that my contract is canceled in full I will consider this ****er resolved.

**** ****



Business Response: We boldly disclosed our company, our service and our terms and conditions prior to receipt of payment as detailed in this attachment: http://egumball.com/*************************************************************************** In the above link you will find the following facts: 1) Client was sold maps optimization services and hardcopy signed our agreement on 6/5/2014. Agreement titled "Local Maps Directory Optimization Agreement" as shown. Also mentioned in our maps optimization agreement is "Google Maps and Yahoo! Local Directories". Disclosure of service type - disclosed. 2) Client logged into to our control panel and accepted terms of service on 6/17/2014. Again maps optimization terms and conditions titled "Maps Optimization Terms and Conditions" was agreed upon from ip address ************* which is located in Clemmons, North Carolina with the client login credentials. Client was provided service per our agreement with success alongside the following results: http://egumball.com******************************************************************* Our agreement with this client is valid and payment is due. Thank you.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Just received a call from their compliance manager **** ********, on a recorded line.   He restated their case and I restated mine in a heated conversation.  He told me that their billing person ******** **** would be contacting me shortly but if we could not resolve the situation by noon today that he would be sending my file to their legal department as I have called them an unethical company in a public forum.
 I am awaiting the call from ******** to see what they now propose.

**** ****

9/19/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: egumball called me several times saying that they represent google.com and that they can advertise my B&B through the Google site. When I said that I could not pay their requested fee ($1.200), they lowered it to $400. I found that 1/ they were not google, 2/ my visibility on web did not inrease at all, and 3/ they were charging me $110 per month through my credit card. We are a small family business and we were a victim of this crime: missrepresentation and overcharging for no services. When we tried to stop their charging us monthly, they said that I (*******) signed a contract electronically. I do not believe its true. Please protect my family and the USA against such predators coming that act like hienas!

Desired Settlement: We do not want to pay a single dollar more for eGumballs "work" which solely included telephone conversation to obtain our credit cart.

Business Response: On 3/27/14, our client, ******* *****, signed a twelve month maps optimization agreement with a one time set up fee of $75.00 and a monthly recurring fee of $110.00. Our agreement is attached. Our agreement is clearly branded with our eGumball logo in addition to our terms and conditions which clearly state that we are not Google http://egumball.com/terms.html. We are a Google Partner for Adwords as branded on our home page website. This does not mean we are an actual Google Partner. The Google Partner certification is for Google Adwords resellers who have passed a Google Adwords exam and who have met the minimum spending requirements. We further disclose that we are not a Google Partner on our websites footer. The Google Partner label is provided by Google - not by eGumball. Our clients ranking has improved as did their cluster of local citations. Clustered citations are a set of reliable data points Google uses to trust score a submitted listing. We maintain current screenshots for the following rankings in Google: ********************************************************************************************* ************************g********************************************* ********************************************************** *************************************************************** **************************************************************************** ********* ********* **** **** ****** ***** *********************************************************************** *************************************************************************** ******************************************************************************* ***************************************************************************************** ******************************************************************************** ******************************************************************************** ****************************************************************************** ******************************************************************************************** **************************************************************************** ******************************************************************************** **************************************************************** Although we can appreciate our clients opinion, we disagree. Our company has provided service as documented above.

9/17/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A phone call was made to me on July 24th and the representative said he was a Google advertiser. He offered me a placement of #9 on a list of competitive companies that came up in a Google search describing the services we offer. He told me that for $176.00 per month he could guarantee that placement. When I said I was interested, he took banking information from me. He then told me a set-up fee would be charged of $176.00. He said it would take about 10 days to see any advertising listed. I was surprised to see, on the 26th, a Saturday, that $358.00 had been taken from my bank account by a company called e-gumball. When I called the following Monday, I was told that they were indeed associated with Google (not Google exactly) and that the first month's advertising fee started at the time of set-up even though it would take some time before my advertisement would be listed. I then had several phone calls from different departments of e-gumball, but none of the callers could give me any solid information. I told several of these callers that I wanted to cancel my order and each said they would have someone call me and let me know at what stage my set-up was. None of them referred me to a department that would cancel my order. By the end of that week, I e-mailed my cancellation request. I had a call back on Friday and was told again that someone would call me to let me know the progress of my set-up. I then visited my bank and filed a stop payment for any future costs. My banker advised me to try again to cancel my order. I sent another e-mail on Saturday and I phoned again today. I was finally told that in the agreement, I only was given 3 days to cancel. I was told someone would call me back. I want my money back. I was lied to about who was calling in the first contact I had. Double the amount was taken immediately from my account for set-up. I have been bounced from department to department, no one offering me any help.

Desired Settlement: Cancel my order and refund my money.

Business Response: As detailed in our contract and our website, eGumball
is a Google Adwords Partner and a map optimization service helping businesses
rank higher in Sponsored Ads, Google Places, Bing Local and Yahoo Local.  Our client signed up for our maps
optimization not our Google Adwords where it is common place for our reps to
guarantee top ten listings.

During the sales presentation, and as confirmed by our client’s
statement, we charge $176.00 per month in addition to a one time set up fee of
$176.00 as contracted.  Total is $358.00.  Our client signed our contract on 07/24/2014.

On 07/31/2014, during our set up process, we discovered
a number of incorrect and duplicate listings. 
We spoke with our client about the listings to be corrected:

Business name:

****** & ********** Inc

****** & Assoc Inc

****** & ********** Incorporated

****** & **********



Addresses:

**** ***** Drive, *****, MI *****

***** *** **** Ave, ****** ******** , MI

***** *** **** - ***** MI *****

***** *** **** AVE *****, Michigan *****

On this same date we immediately corrected a number of
incorrect listings and emailed our client:

******************************************************************************************
******************************************************************************************************

**************************************************************************

*****************************************************************************
**************************************************************************
*********************************************************
***********************************************************************************
****************************************************
***********************************************************************************
**********************************************************************
*******************************************************************
*****************************************************************
*******************************************************
On 08/01/14, our client returned our email with a
cancellation request:

"Cancel my order #******* and refund my
money. You have taken too long to deliver what you promised. Each person I talk
to has taken information from me, but my listing is still not accessible."

This cancellation request was submitted one week after
contract signage and after a great deal of work has been rendered.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


 
I was, indeed, told that my ad would be number 10 on the first page when someone looked up a service that I could provide.

It was not until I placed my order that I was told the set-up fee was in addition to the first month's advertising cost, that they would be paid double for the set-up period.  That is not an incentive to handle a new account as expediently as possible.  Also,  it is not giving a client a look at a product before signing  a contract.

e-gumball NEVER spoke to me concerning incorrect information on Google until after I had asked to be canceled.  They phoned me three times to "show" me what they were doing for my order and each time there was a "problem" and the caller needed to have someone in another department call me back.  First it was a concierge, then it was someone in engineering.  Other times they called, I was on the road, not at my computer, and I had to call them back, only to hit another dead end. 

Not one person phoned me and was able to show what progress had been made and not one person I spoke to was able to help me with cancelling my order.  I am not even sure the first person I told to cancel put in a note to get that started.  She only said she would have someone call me back. (No one did.)  After days of no calls, I e-mailed my request for cancellation.  Then I finally got a call back and was told my cancellation period had lapsed.  I guess that was because it was public record that I had requested cancellation.

I want full refund of my money.  Nothing has been completed for my "contract".


Regards,

******** ******

Business Response:

Ms. ****** signed our agreement before her payment was received and the agreement clearly states that there will be a set up fee and our monthly fee at startup.  This information was not only disclosed prior to receipt of payment but was also confirmed by returned email copy of the agreement.Our refund policy allows for a full refund if our service does not complete the activation process within thirty (30) days.  Ms. ****** signed her agreement on 7/24 and her file was activated on 8/6.

On 7/29 our quality control department found a number of incorrect local listings:

Biz Names: ****** & ********** Inc ****** & Assoc Inc ****** & ********** Incorporated ****** & Associates

Addresses: **** ***** Drive, *****, MI ********** *** **** Ave, ****** ******** , MI***** *** **** - ***** MI ********** *** **** AVE *****, Michigan *****

Google clusters local directory listings for comparison against the address we are submitting to Google.  

We spoke to Ms. ****** on 7/31 about her campaign with us:

ISSUE: Client called in wanting to list business as 4**** ***** Dr • *****, MI ***** with the following serving areas grosse point, Birmingham,Bloomfield, Franklin, West Bloomfield, Rochester Hills, Rochester, ****** ,St Clair shores, Detroit. -also wanted to know whats taking us so long to get her up and running

ACTION: - explained to client the process - explained 30 application process to get her campaign up and running - explained ranking process - she understands its going to take time but she said she is just getting anxious

RESOLUTION: issue resolved

 

8/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 2/19/14, I was contacted from a representative from Egumball, he stated that he would advertise my business on Google, the 3rd name from the top. I thought the price was good for the service provided. The cost was $284/month. My business's ad would be up and running on Google on the 27th of the month. After I paid the first bill, he stated he would call me back the next morning. I never heard back from him. He also stated he would have someone from the design department contact before 2/24/14, no one ever contacted me. The ad was never placed on Google. The company did nothing that was promised. Whatever the rep promised me, nothing was ever done, he never followed through with his promises. No services were ever rendered. Now they are trying to collect $660 more. This company is has already ripped me off for $284 for doing absolutely nothing. I am not paying the $660. I am contacting the DA's department and Internet Fraud Department.

Desired Settlement: Return all money received from services never rendered.

Business Response:

Our client signed onto service with us on 2/17/2014. Production emails detailing each step of our service was emailed on 2/17, 2/21, 2/24, 2/25, 2/27 and 2/28. All emails provide detail as to work performed alongside contact telephone numbers. Per the email received by the client on 2/28, the client was provided username and password credentials to upload his photos. On 3/6/2014, we received a conference call from our client and the clients bank. The client wanted to cancel and did not want to discuss the campaign during this conference call. Consequently, our concierge department didn't have the chance to go over the uploading of the photos since the client refused to discuss his account.   If the 24th was so important to the client why didn't the customer call us on or near the 24th?

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

On 2/17/14, Egumball's rep told me, by phone, I would be on the first page, third from the top, of Google, starting on 2/24/14. I told the rep that I do not do things by emails, and that I was old school. He told me that was fine and he would call me on 2/18 at 9am so we could go over the whole advertising campaign. I drove an hour and a half back to my office for the sole reason of receiving our scheduled phone call. He did not call. I called my sister, who knows computers, to check out Egumball's business history. She informed me that the company had complaints all over the internet (ripoffreport.com & businesscomsumerallaince.org) & she checked with the BBB. Their rep also told me that I would not be charged until I was on Google on the 24th. He told me that by the 21st someone would call me so I could send them pictures from my phones, by text message. There was no talk about any emails detailing each step of services. I only went to my bank to try to get my $284 back. Their rep also told me there was a 30 day 100% guarantee once my ad was on Google. They've already ripped me off for $284, and now they are trying to rip me off for another $660. I talked to a lawyer from ******* ***** & Assoc. over the phone, and he told me most people are not satisfied with the company because they don't do anything. He also told me that they will report me the credit bureau and it will appear negatively on my credit report. He also said the most people will pay Egumball, just to get it off their credit report. This company now is blackmailing me and trying to extort money from me. I am not paying them another dollar. I have contacted the Jefferson Parish District Attorney's office and filed a complaint. I have also a complaint with the FBI in their computer fraud division. We are NEVER paying this company a penny more! Google says that they have no affiliation with Egumball whatsoever!

P.S. How can the BBB have so many complaints against this company and still give them an A rating?

Regards,

***** ******* 

Business Response: Our client signed agreement on 2/17/2014.   Without any call or notice from the client, the client called in with his bank to cancel service.  Per our terms and conditions, cancellations after the three days are not accepted unless there is a valid reason for cancellation.  Uploading photos to our backend system is not a valid reason.  We do believe the client has some responsibility to call us if he expecting us to call him during the set up process.  Client was emailed several times prior to 03/06/14.

Here are the notes from our customer service department on 03/06/14:

ISSUE:
Customer called with bank on the line wanting to cancel, per ****.

Call was disconnected.
ACTION:
Called Phone 2 - ***** wants to
cancel because A*** told him that he would be contacted by the 24th to go over
pictures, etc. ***** spent time getting everything together and nobody ever
called.
Explained to ***** that we need written cancellation.
ERB
cancelled.
RESOLUTION:
***** has disputed the initial
transaction.
E-mailed ***** cancellation form, per his request. He is done
with service.
Forwarded to Jerome to contact for possible retention.


8/27/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Egumball promised me in 30 days they would put my business on the top 10 Google listings. They acted like they worked with google when they first called. This business is a SCAM!!! When I called back the first time they said it was in the process. When I called back 2 months later they then told me they were sorry I was told that and it was not true. I asked or a refund and they said no I would have to finish paying my 150 a month for 6 months. I asked for a supervisor and they said no. I told them it wasn't fair what they were doing to people. I just want my 900$ back because they did not do what they said they were going to do.

Desired Settlement: I would like to be credited every bit of my money back! And for them to admit they lied to me! They know they lie to everyone. It is so sad, how they sleep at night is beyond me.

Business Response: This was resolved and the client was credited.  Please confirm with business owner.  Thank you

8/20/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: E-Gumball has failed to provide the services/results needed. After making specifically clear that I needed service results right from the start, in the forms of at least phone inquiries to my business, and stating that I needed to justify marketing expenses, the company did not produce one phone call for my business (after 9 months of waiting for results). They failed to stay in touch with me, and advise me of action items, to improve the marketing results. It was only until I call to cancel the request, that the sales/customer service rep, suggested for action items I could do to improve results (this should have been notified to me, right from the beginning). It took about four month to obtain a Google code, to allow them to advertise my business and obtain good ranking, when it should have taken, only a couple of weeks (they failed to follow up in the requirements to make things happen). I feel these people are fooling businesses into thinking they are the leaders in their advertising field, but deliver no results. When confronted with questions about their performance attitude, and showing them dismal results in their performance, an arrogant flare was displayed. Requested to speak to a sales/operation's manager, left two detailed messages, but no one ever returned my requests.

Desired Settlement: A want Egumball to accept responsibility, and provide full credit for services never received.

Business Response:

Our client signed up with another internet marketing company right after entering into agreement with out company.  Our client did not disclose the third party until four months into the campaign when our client called in to question his receipt of a Google post card.  The Google post card was not issued by our company.  Although our terms of service strictly prohibit the use of a conflicting third party, Google Quality Guidelines also mandates the use of one listing manager.  Anytime there is a conflict with a duplicate listing, Google will technically suspend a duplicate listing and it is very time consuming to resolve. 

Our company did everything we could to reset the clients campaign including resetting a number of incorrect citations which were previously verified by our company and overwritten by another.  This was not a delayed reaction to our core service and was in fact a corrective action at no cost to our client.

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10099759, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 

"That is not true. The other company was before them, and why would it take them four months to find out and be proactive about resolving my issues???? Is it not why I was paying them for??
I was very specific in my only reason for hiring them to work for me at the very beginning. Since they claimed to be the best marketing advertiser in the world, I wanted to get  client phone calls interested in my business within a couple of months, to which they stated that I should be getting those clients phone calls within that time, but never did. Nine months went by, and I still did not get any customers responses, and very dismal statistics results. So why would they be in business for?, Why would I hire an advertising company, If they failed to advertised for me?  I urged them to go back to the recordings of the time I signed up, and they refused! As far as I am concern, their goal is misleading advertisement, with the premises that there are no guarantees of what they do" I also dealt with at least 7 different account reps throughout the process, which led me to believe, that they had internal administration problems (I can provide the names of all of the people I worked with. I even found out that some of them left the company. Their business practices are very shady!

Regards,

**** *****



Business Response:

“We work to improve our clients trust score with Google.  We focus on NAP consistency which is Name, Address and Phone number across relevant directories aggregated by Google.  Since we are not Google, we blindly work with a set of data points clustered by Google.  For which reason we could not determine the involvement of a third party from the beginning of the campaign.  Our terms and conditions encourage our clients to disclose past and present contracted internet marketing services.  The reliability of information clustered by Google determines the overall trust score with Google.   If there is any inaccuracies Google may request verification by postcard or suspend a listing.  “

 

We have fifteen tier one customer service agents who answer our customer service phones supporting five regional account executives.  There has not been any turnover in the last six months.

 

 

7/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The company EGUMBALL has been charging our bank account for the last six months $159.00 every month a total of $$954.00.Inspite of repeated phone calls to discontinue our account they have been charging all these months.Today we talked to one of their agents Mr ***** who was so rude and did not want to listen about our account and not to charge further.We would request the total amount of $ 954.00 to be refunded and to stop our account and not to charge further.

Desired Settlement: Refund of $ 954.00 and to stop our account.

Business Response:

Our client signed onto our service for twelve months.  A contract was provided to the client and the client agreed to our terms of service.  The client has been receiving benefit all along and refuses to acknowledge our service.  We have billed our client per our agreement.  No cancellation was received until this last month.  There is a balance still owing.

Have the client perform a Google search:

Hotel(s) Walterboro, SC (carousel one scroll right)
Motel(s) Walterboro SC (carousel one scroll right)
Lodge Walterboro SC (maps pg 1, F)
Lodging Walterboro SC (carousel one scroll right)
Inn Walterboro SC (carousel one scroll right)
Cheap Motels Walterboro SC (maps pg1 E)
Cheap Hotels Walterboro SC (maps pg1 A)v

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The business never responded to our call to stop charging our bank account as we were not satisfied with the service they offered.Even after the agreement was not renewed  they went on charging.In fact they did nothing to promote our hotel as agreed by terms of the agreement.When we called to stop charging our bank account they did not stop but charged for another 6 months @ $159.00 per month and charged a total of $954.00 after asking them not to charge our account anymore.The business needs to refund $954.00 which they over charged.

Business Response:

Per our terms of service, all cancellations must be made in writing.  Acceptable delivery methods are mail, fax or email.  Although we respond to every service inquiry, phone call cancellations are not allowed.  If our client indeed spoke with a service agent, we are more than confident that we directed our client to our terms and conditions - specifically our cancellation policy. 

Please have our client contact our service department for remedy.  We are willling to continue providing service if our client would cooperate and work with us.

7/15/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I contracted Egumball to provide Google places, yahoo and bing of my business in July 2013 and was guaranteed First page placement in 10 keywords in my market area in the first 30 days and 20 keywords after 30 days in the maps section of google, yahoo and bing. As of this date (april 8, 2014) egumball has completely failed to obtain the guaranteed objectives on google and virtually no progress on yahoo or bing. I have called egumball no less than 20 times regarding this account, and have been promised that they will work more to achieve their guarantee. I finally ask them to stop billing the $248 per month for the account( over 4 weeks ago) and to date they have failed to respond to this request, still attempting to delay the process and collect another payment. The contract was done over a recorded line and egumball has the recording guaranteeing results. They have failed to perform on their contract and I would like a complete refund of all of the charges today for lack of performance.

Desired Settlement: Complete refund of the $2,232 paid to this company to date, and return of the login access of the google places, yahoo and bing pages to my possession.

Business Response:

We believe we have done everything to satisfy our client, contractually and otherwise.  We have sent several screen shots of our service to the client and to no avail - the customer continues to complain that we have not done anything.  The client had multiple listings on multiple accounts and continues to submit multiple business names in his local area.   We have created several citations as contracted and the client refuses to acknowledge our service and Google filters.

Please have our client contact our billing department for resolution.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

After I filed the BBB Complaint Egumball did decide accept cancellation of my service and further payment obligations.  Now, the day after they answer the complaint, I am contacted by egumball (3 months after services stopped and BBB complaint filed) and they are now claiming that I owe the balance of the contract (3 months-$750) threaten to turn account over to collections.  No calls prior, no bills in the mail...nothing.  Just threats after BBB complaint.  The account manager that cancelled the account and further payments...of course...no longer works there.  They completely failed at the service that they guaranteed, and now claim that they never was a guarantee of performance.  I am still seeking refund of ALL monies paid for their service (or lack there of).

Regards,

***** ****** 

Business Response:

The timing of collection actions against this client is pure coincidence.

Our service agreement has a thirty-day activation guarantee that guarantees the campaign launching within the first month of service.   The client was activated within this time frame.

This agreement requires mutual cooperation.  Our client continues to say we did not perform our service despite proof illustrating otherwise.  If the client would be willing to cooperate, we would be more than happy to continue to our service. 

Please review our terms and conditions by visiting egumball.com/terms.html.

 

7/2/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was contacted by this company they said they were Google. We are trying to make the change to the internet and less yellowpages. I took this deal and have done everything asked of me but have no advertising on google at all. I emailed them since that is the only way to contact anyone there to cancel and got a reply that I was under a monthly contract and was nothing I could do. I have been scammed and need your help.

Desired Settlement: I have paid $151 for a set up fee and $151 for first installment total $302. The complaints on these people is unreal, I cant believe I fell for this.

Business Response: The client contractually agreed to our terms and conditions that clearly states that we are not Google.  The clients campaign has a number of technical issues that include previous duplicate listings which share the same data.  Google filters spammy listings from primary index.  Here is note from the customer service department:
 
Called Google, Spoke with ***** Same rep as 3-31. There's a listing coming up on Maps as "******* ******** ** ************* ** ***** with the same phone number. ###-###-#### - ***** said that her system is recognizing this as Spammy. We also found another listing which is : ******** ******* ************** **** **** ** ********* ******* ** ******; ###-###-####, ***** called the phone number ending in **** and the one ending in ****- she said the same lady answered the phone, she asked her if they serve ************ and she said yes. ***** had me claim the Business ****** location with the phone number of ###-###-#### and the listing is live.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have talked with ********, she said they would not draft any further funds from my account, from what I read they are still referring to this one year contract. I can accept what I have paid is lost but not willing to pay more. If what she said is true I will forget this situation and move on, but that is not what I read that they have sent the BBB.

Regards,

**** *****



Business Response:

Our apologies in responding to this complaint late.  As you know, the Los Angeles BBB chapter closed and the system migration in San Diego has caused some delays with receiving this complaint.

We never told this customer that we were Google.  We reviewed all sales and service notes and did not find such a statement nor did the client make any complaint with our company.  Our contracts clearly state that we are not owned by Google or have a special relationship with Google.  Our client signed this agreement and the client received a confirmation email that included a three day right to recission clause just under this disclosure.  Despite the fact we are Google Partner for Adwords.

Shortly after signing up with our service, the client experienced some unexpected delays with respect to a unverified business address that could not be delisted from Google without a postcard verification.  Since the address was undeliverable, we had to wait for Google to push the removal of this listing. 

Here is a note from our customer service department regarding this issue:

"Spoke with ***** at Google Same rep as 3-31. She had sent to account to her back ends team to look at but they never followed through with it and never looked at the account. There's a listing coming up on Maps as "Quality Control" in Martinsville, VA 24112 with the same phone number. ***** ***-**** - ***** said that her system is recognizing this as Spammy. We also found another listing which is : "Quality Control Exterminating" **** **** ** ********* ******* ** *  ***** ***-****, ***** called the phone number ending in **** and the one ending in ****- she said the same lady answered the phone, she asked her if they serve ************ and she said yes. ***** had me claim the Business ****** location with the phone number of ***** ***-**** and the listing is live."

Duplicate listings are viewed by Google as spam which carry's a severe penalty.

After clearing this duplicate, the client is ranking on Google for:

-Exterminator ****** VA
-Pest Removal ****** VA
-Roach Control ****** VA
-Termite Control ****** VA
-Ant Control ****** VA
-Exterminating Services ****** VA
-Exterminating Service ****** VA
-Pest Control Service ****** VA
-Mouse Control ****** VA
-Pest Control ****** VA
-Vermin Removal ****** VA -Exterminator ****** VA
-Pest Removal ****** VA
-Roach Control ****** VA
-Termite Control ****** VA
-Ant Control ****** VA
-Exterminating Services ****** VA
-Exterminating Service ****** VA
-Pest Control Service ****** VA
-Mouse Control ****** VA
-Pest Control ****** VA
-Vermin Removal ****** VA

Our client has not responded to our phone calls.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me if they are stating that there will be no more calling, mailing, emailing or any other contact from them. I have moved on and hope that they will do the same. If they will forget us, we have forgotten them. I had assumed this was over. Please advise.

Thank You,

 

**** *****

6/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: was contacted by egumball. they claimed to be able to put my business on gogglemaps,also on first page of searches by customers. claimed to be affiliated with goggle. we payed for startup fee and a months fee. nothing they said was true! google does not even charge to put a business on goggle maps! my business was never listed like they claimed!we told them we no longer will do business with them. the company very belligerentwith us,trying to sronf arm us in continuing to pay regardless. now we are receving mail from a collection firm for 2291.55!! please help us in this matter. thank you ******* ****** liberty auto.

Desired Settlement: I probably will never get my money back, just want these scam artists to leave us alone

Business Response:

******* ****** signed a twelve month agreement on 12/13/2013 to optimize our clients maps listings.  Forty days laster our client was contacted by our billing department for payment.  During this call, the clients assistance stated that Michael had changed his mind and *did not* provide reason.  This prompted a follow up call by the clients account executive.  After several failed attempts to make contact the client, by the account executive and billing agents, the client was forwarded to our collection agency. 

Claiming your listing on Google is free and so is the claiming of 250 local directories.  The client signed an agreement with our company to provide this service.     

eGumball is a Google Partner for Adwords.  This does not mean we are legal owned or operated by Google as clearly detailed within the terms and conditions of our service : http://www.egumball.com/terms.html .

Had the client provided us the opportunity to explain our service and our Google Partner certification we would have been able to avoid the dispute.

We are more than willing to provide our service to any cooperative business owner.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Business Response:

Feel free to contact us to discuss our service and what we can do to help.  1-800-890-8940, prompt 5 for service.  Avoiding phone calls will not resolve your issue.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

EGumball's statement that we did not respond to calls is not true. We told them that the service they sell is available for free. In fact, our business was listed on the wrong side of the street and was never corrected even after we contacted them. We feel like we were misled to say the least. I will be happy to talk with them to resolve this issue, but will not do any further business with this company.

6/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am self-employed and one of the owners of ***** ******** ******* and in good standing with the BBB Houston, TX. I Would appreciate your help with a company named eGumball Inc, I received a call from this company around the first part of last year and talked to a very fast talker wanting to sign us up to be on a program very much like Google so that we could get faster service to our customers, I really don't remember agreeing but I must have and received a bill for over 600.00 which I paid. When I started checking the web site there was nothing pertaining to us or our Company. opted out and wanted a refund. Now has of around May 1st I have been getting e-mail and phone calls saying we owe them $495.00, I talked to a Andre White who said he was their attorney and said if we did not pay they would take us to court and wipe out our credit. I just received another letter saying they are giving us five days or else. I did read a revue from The BBB in California which shows they have 33 complaints saying the exact complaint. They all agree this is a true example of being scammed'

Desired Settlement: Just want my refund and a explanation of where did the fee go to.Pleas no more harassment

Business Response: ***** ******** *******s signed up and agreed to the terms and conditionsin August 2013.  The client requested a contract payoff in October 2013 without reason.  We asked the client to send in their cancellation request alongside their balance pay-off (as requested).  The client would not go into detail as to the reason for their cancellation.  In short, the payment was not received and after several attempts to resolve the cancellation, the client denied all of our attempts in communication.  This resulted in the client being sent to our collection agency for recovery.  The client needs to contact our collection agency for resolution.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This company misrepresented what they said they could for the benefit of our company if we would sign up with them  and indicated they were part of Google or similar to Google. When I started checking on the status  of what they said they would do, I saw nothing.

I tried to give the devil his dues and sent a check for $660.00 but after checking again on what they said they would do I absolutely did not see anything on the web site or any other place. These people are good with their smooth talking but should watch the words they choose to use. They claim we did not give a reason why we wanted to cancel, but we did  which was for the same reason mentioned above which they did not respond, instead they keep billing us for $495.00. Why should I pay for something and get nothing and I am requesting a refund

Regards,

******** ******

Business Response:

***** ******** *******s entered into a six month agreement with our company on 08/09/2014 .  On 09/12/2014, the client callled in requesting a cancellation with no valid reason - in fact no reason at all. We believe the client experienced buyer's remorse.  Our agreements are front loaded with service - especially during the first month.  Without a valid reason we cannot honor a cancellation request - no reason was given.

As our terms and conditions read, eGumball is not a partner of Google or is owned by Google.  There can be some confusion with our "Google Partner" badge on our website though.  Google changed it Adwords Certification program to "Google Partner" for services that have passed a basic Adwords test in addition to meeting the minimum monthly spend requirements.  The clients claim that we "indicated we were part of Google or similar to Google" is subject to interpretation.  Responsibily this topic is clearly addressed and defined within our terms and conditions and our website footer.

Also it is unfair to suggest that our company did not perform any services during the first month since most of the first month is focused on strategizing the campaign and work scheduling.  The client never issued a complaint directly to our company prior to their cancellation request.  All of our clients have access to our control panel with campaign reports.

Lastly, on 09/12/2014, the client requested their account to be cancelled immediately and requested a closing balance for final payment.  On 09/20/2014 we received the final payment.  On 09/23/2014, we called our client and offered to set the clients account to expire at the end of term instead of a complete early cancellation.  Client declined.

Consumer Response: Better Business Bureau:

We have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve our complaint.  

Thank you for your most recent communication regarding the ongoing mediation between our company and eGumball Inc.
we believe that some clarification is in order, and following is a brief restatement of the facts:
1. eGumball Inc. claimed to enhance search engine optimization, but in spite of a good faith payment for such services, there was never any detectable improvement in customer acquisition, increased page views, new visitors to our company website, or increased telephone or email inquiries.  eGumball Inc. has also never provided any tangible proof of services rendered, despite repeated requests to do so. No access for the control panel was ever sent to Ms. ****** and she was unable to view any campaign reports that displayed the scope of work. 
2. When a request was made to cancel this agreement due to a failure to provide the agreed upon service, eGumball Inc. retained the services of a collection agency, Richard James & Associates  Inc.  located in Vancouver, Washington.
3. As a representative of eGumball, Richard James & Associates employed tactics which were in violation of the Fair Debt Collection Practices Act.  They repeatedly used the telephone to harass and annoy the client, Ms. ****** and sent letters stating that their firm had been retained by eGumball Inc. to initiate an asset and liability investigation on our company and the possibility of pending litigation.  This veiled threat to seize property was made in spite of the fact that there was no legal reason to do so.  Insisting to be paid for services not rendered does not constitute grounds for property seizure or harassment from collection agencies.
4. In the latest communication to your office from eGumball Inc. a statement was made regarding their business relationship between eGumball Inc. and Google. eGumball Inc. stated that they are not a partner of Google, nor are they owned by Google.  Yet they take every opportunity on their website and during their sales calls to create the impression that they enjoy a special relationship with Google, thereby improving a client’s opportunities for successful internet optimization.  On the very first page of their website, the name Google appears prominently in the headers and is mentioned approximately 16 times in the accompanying text.  The badge bearing the words “Google Partner” is large and prominently displayed.  What is not prominently displayed is the disclaimer in extremely small font at the very bottom of the page, stating that eGumball “is not Google, a partner of Google, or has any special relationships with Google”, a direct contradiction to all of the prominently displayed articles about their “Google Places Optimization Services”, etc.  According to the Texas Attorney General’s office, unlawful deceptive trade practices include “causing confusion or misunderstanding as to the source, sponsorship, approval, or certification of goods or services;”  and “failing to disclose information concerning goods or services which was known at the time of the transaction if such failure to disclose such information was intended to induce the consumer into a transaction into which the consumer would not have entered had the information been disclosed”. During the initial phone call with the eGumball salesperson, no such distinction was made.
5. In their most recent communication with you, EGumball Inc. referenced the six month agreement as “08/09/2014”.  They said that the client had requested the account to be cancelled on “09/12/2014” and that on “09/20/2014” they received their final payment.  They also said that on “09/23/2014” they called to offer the client and set the account to expire at the end of the term.  There has never been a good faith effort made by eGumball Inc. to rectify this matter and the fact that they cannot perform simple fact checking or even keep an accurate record of the transaction dates speaks volumes about their abilities to provide adequate services to their clients.  Their claim that their charges are still owed because they spent time and effort “strategizing the campaign” is inconsistent with reality and the facts at hand.  
 
In closing, we wish to put this unfortunate matter behind us.  Although we still feel we are owed a full refund of $649.00, we will consider forfeiting   the amount already paid for services not rendered, but   eGumball Inc.  must agree to close our account, stop all harassment from their collection agency, and make no further attempt to collect any additional money.  They must also agree to make no further attempt to contact us in any way.   
We appreciate your assistance in helping us to resolve this matter.  Thank you.
 
Sincerely,
**** ******, President
***** ******** ******** ***.
*** ******,  Administrator
 

6/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We've been paying this company for 4 months 139.00 a month to advertise our business, which would be a good deal had they actually used the correct address; However every few weeks i have to call them because not ONE time have they had the correct address to our business listed.But continue to blame it on Google.I have requested they refund our monies as at no time was the ad correct; However they refuse to refund our money.Any help would be appreciated. Sincerly, ****** ******** Owner ******* ****** ********

Desired Settlement: 139 @ 4 months= 556 or they have permission to take out for 6 months so total would be 834.00

Business Response:

Google map data must match a submitted address entry.  If Google does not recognize an address it will display the last known good address. 

Google recognizes the address of :  **** ** ** *** ******** ** *****

Client requested to have the address updated to:  **** ** ********* ** *** ******** ** ***** (Google Does Not Recognize This Address)

Our position with this matter is documented by a Google Search for the address: ******************** .  As you will see below the map, Google recognizes this address as: **** ** ** *** ******** ** *****.

We have submitted this issue to Google via Map Maker. 

The client has two listings within Google Places index.  The primary listing we are working with and the listing marked "closed".  The closed listing awaits Google's removal from index.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear belo   Gumball .com has been told repeatly that the address is **** *** ** * ******** ** at no time in the past 5 months have they got it right as you can plainly see from there response now you see they still have us going NORTH


Regards,

****** ********

Business Response: We understand the clients position and request to publish the address **** *** ** * ******** **.   The client needs to understand that we optimize maps listings per search engine guidelines.  If a search engine (Google) does not recognize a address we must either a) submit an address that is recognized by Google or b) create a service ticket with Google to review the address - manually.  To say we are not doing anything is patently false.  We are wiling to work with all of our clients.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

.It has exceeded 4 months and still not a correct address egumball needs to do the apropriate thing and refund monies for the last 5 months they have had enough time to correct the problem....4 months is plenty enough time for repairing the issue.]

Regards,

****** ********

6/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recently received a phone call from a representative claiming he from google listing and would like to offer a free 30 days trial which he claim will expose my business to new customers. Egumball representative mislead consumers in believing they are google rep. Little bit over a week I request a cancelation and than I was charge with an outstanding balance of close to 2 thousands dollars, for the service that I never received. Egumball rep. did not honor the promotion of 30 days free trial.

Desired Settlement: Considering egumball representative mislead consumers in believing they are google rep and did not honor what is agree upon. Not only my desire to settle the balance but also their way of operating is very fraudulent.

Business Response:

We would be happy to cancel/refund if we can justify the refund.  The client claims she was told we were Google.  Why would the client e-sign our contract which reads (at the top)  "eGumball, Inc. is Not Google, Is Not a General Partner of Google Nor Does it Have any Special Relationships with Google"?

5/29/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 12/3/12 a person contacted me on the phone saying that they can get our business on the front page of google every month. With 10 different letter keys that a person enters our business will show my keywords where hair, extensions, color, perm, etc., That if I wasn't happy in a month I can cancel, I check everyday and my business never showed with any of the words, so called the company and they said that doesn't show because the business phone number is under someone else's name which is my sister, but they already charge the first I called to cancel and they said is to late that I had 30 Dias to change anything on the business info not to cancel, I argue about not having any advertising from them. And they told me can't advertise for me until I fix the phone number name but they where still charging for the set up fee and next month so I cancel my bank account. Now someone is calling me saying that I have to appear in court in Orange County if I don't pay at least half of the agreement. This is what their guarantee say: Performance Guarantee: If publisher does not activate service within the first thirty (30) days of this agreement, client may opt out of this agreement without penalty and receive a 100% refund of start up fees. I agree to the terms of service set forth at publishers website http://www.egumball.com/terms.html.

Desired Settlement: If I'm not able to get my money back at least not to have a bad record on my business or my name for something that I never received from them like their promise to advertise.Thanks for your time

Business Response: Our campaigns are reliant on the information provided by our clients.  If a client enters into an agreement with a phone number that belongs to someone else then it is the clients responsibility to provide us with an accurate phone number to correct the listing.  We are more than willing to help this client with correcting her listings pursuant to terms and conditions item 12.  By failing to provide an accurate phone number the client has impeded upon our performance guarantee.  We offered a 50% settlement to buy out the agreement as afforded within terms and conditions item 7.   

5/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was so mad at this company that I through their file away! I do not have specific dates, but approximately 2 to 3 months ago, egumball guaranteed me that if I participated in their optimization service, that I would unlimitedly by (clicks)be put on the first page of google in my area. A guy by the name of Donovan told me that if I wasn't on the first page of google with in a week to two weeks period, to call and ask why. And further if at that time, I wanted my money back, that I could have received a refund. He even told me to call him directly on his personal phone which his number is(**** ********. Well, I called. All I got from each representative for the next two and half months was excuses. It takes time. We are investing in your business, so give it time. You had another number associated with your business. Plainly stated. EXCUSE AFTER EXCUSE.I got tired of the excuses and requested my money back. They gave me another EXCUSE FOR NOT REFUNDING ME MY MONEY. Not one time did I see my ad on google during this period of time. Even when I went as far as page 6 or 7 of google in my local area which is Memphis,Tn. I told them to shut me down and me and the lady started arguing. On top of that, it wasn't time for them to take a payment. I had just closed my account down, but they ran a $199 payment. That's underhanded and sneaky. And this is suppose to be a credible nationwide co. Bottom line. I want my money back for the service they did not perform! These people know that they didn't produce. If their service is working for some people, that's good, but as I stated to the representative, I don't have months on top of months to have them optimize my business. Im trying to feed my family now! Again, I want a refund. I did not get the results that I needed until I went directly to google express which I pay per click. Product_Or_Service: Internet services

Desired Settlement: See Complaint Text

Business Response:

This must be a really old file….  Client was refunded and settled.

 

Refund#1-issued#5229******
Refund#2-issued#5229******
Refund#3 issued#-5229******.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

EGUMBALL HAS NOT CONTACTED ME REGARDING A REFUND NEITHER HAVE I RECEIVED A REFUND FROM THIS COMPANY.  THIS COMPANY IS VERY SHADY AND USES VERY UNETHICAL WAYS IN DEALING WITH THE CUSTOMER AND RESOLVING COMPLAINTS.  THEY ARE LYING ABOUT REFUNDING ME.  IF EGUMBALL HAVE REFUNDED ME, PROVE IT THROUGH A CANCELLED CHECK, ECT.  THEY CANT BECAUSE THEY KNOW THAT THEY NEVER SENT A REFUND.


Regards,

***** ***** **********



Business Response:

Charges and refunds below… have the consumer contact his bank.

 

cid:image002.png@01CF320D.20020280

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 
I have not received a refund from this company.  I can't believe that they would go to the extent of jimmying up a fake invoice.  It was bad enough that they were trying to run a payment without my authority.  Inform these people that I did not own a visa card at that time.  If they want to finally settle this, I would like a cashiers check mail to:  **** ******** **** ******** *** *****.

Regards,

***** ***** **********

Business Response: Authorize.net is a nationally recognized merchant processing service and there is no need to ‘jimmy up’ and invoice.  Please have the client provide us with a letter from his bank confirming the review of the above report.

4/17/2014 Advertising/Sales Issues | Complaint Details Unavailable
4/17/2014 Problems with Product/Service | Complaint Details Unavailable
3/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed a contract with egumball, Inc in July for google internet advertising.This company never placed me on google-took $1200.00 of my money. customer service reps were insulting did not follow my directions and fraudulently represented that they would advertise my New York law firm.when I followed up with the Collection manager I was lied to, insulted and generally told non-sense. I want a full refund.

Desired Settlement: $1200.00

Business Response: Mr. ***** is requesting a full refund in the amount of $1212.00. He states that he was working in tandem with LinkNow when he signed up with our services. A duplicate occurred allegedly because of the claim with this company. It is against our terms of agreement (Item 12  http://egumball.com/terms.html) to use a direct competitor without our approval during the term of our agreement.  Both past and present. Service was interrupted do to a duplicate listing.  Duplicate listings are filtered by Google (https://support.google.com/places/answer/******?hl=en) causing a listing to disappear from the primary index of Google.  All duplicate listings are displayed in the supplementary index until the process to remove a duplicate listing completes.  The client became very combative and would often threaten our company and its personnel.  We are servicing the client per the specifications of search guidelines.         

3/26/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: eGumball called me, said they could make my business more visible in the Google search listings. I was interested. They offered 12 months at some price, or 6 months at $119.00. I said I wanted 6 months at $119.00. They pushed for 12 months, I insisted I only wanted 6 months, no more, just 6 months. My statement that I only wanted 6 months was repeated several times. They charged me for 9 months even after I had received an e-mail from them after 6 months saying they were finished and I would not receive any more correspondence from them. I have demanded that they return the money they essentially have stolen from my bank account (3 x $119.00). They are refusing and have sent me a copy of the contract which states in fine print they will keep charging me (forever I guess) until I fax them orders to stop. So, I should have had an attorney read over the contract. eGumball is NOT to be trusted with access to anybody's bank account.

Desired Settlement: I agreed to pay eGumball a start-up fee of $119.00 and then $119.00 per month for 6 months. My desire for SIX months of services was made crystal clear repeatedly on the phone. Those payments were made, and I have no quarrel with that. The 3 extra payments ($357.00) they drafted from my bank account were essentially stolen and must be returned.

Business Response:

Client is essentially stating she had a verbal agreement with the salesrep to no draft payments or provide service beyond the specified timeframe of the signed contract. She did not return our phone call to discuss the account and her request for a refund.  If the client is not willing to discuss her account with one of our service team members then we have to rely on the terms and conditions of our agreement.

 

Our terms and conditions clearly state that written cancellation is required.  If we unilaterally cancelled files without a written cancellation it would be unsecure and potentially damaging to a clients advertising.


**** ***** CEO

2/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was coerced into what I thought was a website designer, and found out within two weeks that they were a scam, and only did google searches. I was never sent a full copy of any contract to be able to have a 3 day right of rescinsion, as promised by the salesman. When I called two weeks later to get a copy, it was not the same one, and was totally incorrect, but said at the bottom that I had 30 days to cancel. So, I sent written request well within that time, however, they still keep trying to bill my credit card, and I had to cancel it today.Since the initial contact, I have had major surgery and have been quite ill, which I even sent medial bills, at their request, trying to tell them that I cannot do any more business right now, and may even retire next year. They merely said that since I am still open for business now, that I owe them the entire 12 months.If they really are what they say they are then my business should be at least in the top 10 of google searches, which it is not. I am sure that they are a scam to steal money from hardworking people like me. I have worked all my life to retire on my savings, and do not want them to steal almost $2000 of it.Please help me..............*****

Desired Settlement: Cancellation of contract for fraudulent promise of services without payment for not honoring their own cancellation clause.

Business Response:

Our contract clearly reads “maps optimization agreement”.  If a client does not have a website, we offer a template based product free of charge to our client members.  The template website allows our clients to upload photos, create coupons and extend content.

 

All of our clients sign and agree to our terms and conditions before any payment is processed.  Before we process a payment, we also send a contract receipt confirmation alongside our terms and conditions that clearly offer the 3 day right to recession.  The contracts we store on our system are the confirmed esigned agreements or hard copy physically signed agreements.  This agreement is also emailed back to the clients email address on file.  Please check spam folders.

 

A client has a right to cancel within thirty days if our service does not successfully activate the client’s online program.  The service was activated within this time frame.

 

We maintain screenshots of clients ranking in addition to the customer services notes where the client denied our attempts to explain and educate her on the services we offered.  Ranking report was sent to the client on 12/20/2013.

2/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Miss leading phone call makes you THINK they are GOOGLE. I always have my calls intercepted because of the enormous amount of sales calls we receive. My assistant told me that GOOGLE was on the line, so, I accepted the call. From what the salesperson was telling me, I continued to think he was a representative of GOOGLE for about 8 to 9 minutes during the conversation. Then I realized it was NOT google, and, he then told me that I would receive top search results through their service, AND, I would NOT have to do anything because Egumball would do all the work. This entire call went on for nearly an HOUR as he wore me down and convinced me that my sales would increase dramatically. The cost ended up being $298.00 for the first month and $149.00 each month after. After reading the agreement, it said that I must be an ACTIVE PART of this relationship, I was told I would NOT have to be. I called 2 days later to cancel, but, the person convinced me that everything is going to be great! That never happened, and, I never had this AMAZING INCREASE WHATSOEVER...... In all, EGUMBAL took $894.00 of my money and provided me NOTHING but PROMISES... I talked with someone today that made it clear that I had to pay $298.00 or it would go to a collection agency, which, in turn, would damage my Sparkling Credit that I worked for 10 years to build up. I was FORCED to give her the $298.00 to avoid collections from a company that pronise a lot and delivers NOTHING. The contract was signed by me on Septemebr 13, 2013 for B2 LIGHTING FX. APPLICATION NUMBER 2210716. Two of Egumball employees show on the agreement: **** ****** * ***** ******

Desired Settlement: I am demanding my $894.00 returned to me

Business Response:

We apologize for any inconvenience for thinking we are part of Google and we are glad to hear that you were clearly disclosed as to who we are prior to doing business with us.

 

eGumball offers local maps optimization for clients who do not have the time or know how.  Although we handle all aspects of the service there will be times where we need our clients to help us with the receipt of post cards or disclosure of other internet marketing programs that may affect service.

 

The client signed a six month agreement and during the servicing of his account the client acknowledged our service by  stating “I may want to cancel, I am ranking all over the front page and that he doesn’t know if this will work for him.”.  The client first claimed that he didn’t sign anything which was later proven differently by copy of his signed agreement.  Additionally during one of the last service calls the client made the following statement “I run several businesses and that he does not have time to be actively involved.”

 

The contract balance was due and the client first threatened to not pay.  The client was advised that if the balance was not paid that his account would be forwarded to our collection agency.  This is normal practice for any business including the clients.

 

We maintain screenshots and traffic reports.

 

We disclosed who we were, our terms clearly state that we are not Google, the client signed our agreement prior to servicing and the client is ranking on the first page of Google.

2/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello, in mid-November, I agreed to a six month contract for SEO services for my small business. I am extremely unhappy with their services for the following reasons: 1) Deceptive Advertising...In their initial sales call, they rely heavily on their association to Google, which is tenuous at best. At first, it seemed like they were part of Google, which they are not. 2) Lack of Transparency over their practices...I have zero control over how my business (which is visual; I am a photographer) is portrayed on the internet. I found this out when I came across a horrible video for my business on YouTube. They claim this video is an important part of the process, but at no point did they check with me about how the video looked or sounded; they just put it on You Tube! I made them take it down immediately. 3) False promises...After almost six weeks, I have not yet gotten my ranking established. (They promised it would take a month or less.) The delay is because I need to receive a PIN code from Google which is delivered by the post office. I was told that it would likely be another two to three weeks until I got my PIN and they can finish establishing my ranking. Despite these delays, I am STILL PAYING monthly for services that have not been established. This PIN code is part of their work process, so I believe they ARE responsible here. In short, they over promise and under deliver; and I'm being charged for it! Most significantly, they compromised the essence of my business with a tacky online video that I never would have approved! How my work - my photos - are portrayed is VERY important to me. At this point, I have paid over $400 and have nothing to show for it. According to my contract will owe about $750 more, which I do not wish to pay. Please help. If not for their listing on the BBB, I would think this was a huge scam. Sincerely, ********* ***** Photographywww.*************************.com###-###-####

Desired Settlement: A full refund would be fantastic, but at the very least, I would like my contract to be terminated immediately and for my credit card to be taken OFF automatic billing.

Business Response:

eGumball use of the “Google Partner” certification can be at times confusing.  While understanding this our contract terms and website terms clearly state that eGumball is not a partner or a part of Google.

 

We offer a template based video as part of our service to backlink from YouTube.  At the clients request we are willing to use client photos in the production of the video – free of charge.

 

The Google post card verification is part of Google’s validation.  During the Google post card process our service is still building citations to increase the clients trust score with Google.  eGumball cannot be held responsible for inherited low trust scores. 

 

The client should research our claims before claiming we are a scam.  The information provided within this answer is factual and specific to industry standards.  We are willing to help our clients through their frustrations.

2/14/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was contacted at my business located in New Orleans by a representative from eGumball who claimed that their company was an "official authorized affiliate of Google." In doing a quick search for reviews of this company, I found numerous complaints from customers who were dissatisfied with the service provided by this company. Further, Google does not have any such "official authorized affiliate" program as described by the eGumball representative. This company appears to be trolling for small business who may not be skilled in analytics associated with Google searches for a website and may be taken advantage of by this company. When I attempted to question the representative about their lack of listing with the BBB, he stated that their was a pending lawsuit by a competitor and for that reason their BBB listing had been suspended.The entire conversation and sales pitch seemed fraudulent and I would like to have my contact information removed from their database.

Desired Settlement: To investigate the legitimacy of this company and alert California authorities of possible false advertising.

Consumer Response: Please send the complaint to the company.

Business Response:

eGumball used to be a “Google Certified Partner” until just recently when Google changed the certification to “Google Partner”.  Certification can be found on our websites home page.

 

The Los Angeles BBB chapter recently disbanded and opened up under a different consumer reporting agency.  We used to be accredited until they closed the Los Angeles BBB chapter.  The BBB did not have a Los Angeles chapter for several months.  This can be easily verified by the BBB themselves.

 

For more than a decade eGumball has solicited tens of thousands of businesses across the United States.  The number of unique complaints found online is small and insignificant in comparison the number of overall solicitations and serviced actual clients.

 

Hope the above information clarifies answer.

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