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BBB Accredited Business since

BrandRep Inc

Phone: (800) 405-7119 Fax: (949) 334-9777 16812 Armstrong Ave #200, Irvine, CA 92606 http://www.brandrep.com


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Description

This company offers digital advertising for small and local businesses.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that BrandRep 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 BrandRep Inc include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 37 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

37 complaints closed with BBB in last 3 years | 16 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 16
Billing/Collection Issues 3
Delivery Issues 2
Guarantee/Warranty Issues 1
Problems with Product/Service 15
Total Closed Complaints 37

Customer Reviews Summary Read customer reviews

14 Customer Reviews on BrandRep Inc
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 14
Total Customer Reviews 14

Additional Information

BBB file opened: October 23, 2013 Business started: 09/05/2009 in CA Business incorporated 06/19/2015 in CA
Type of Entity

Corporation

Business Management
Mr. Benny Ganatra, CEO Mr. Michael O'Brien, Operations Manager
Contact Information
Principal: Mr. Benny Ganatra, CEO
Principal: Mr. Michael O'Brien, Operations Manager
Number of Employees

170

Business Category

Internet Marketing Services

Alternate Business Names
BrandRep

Additional Locations

  • 16812 Armstrong Ave #200

    Irvine, CA 92606 (800) 405-7119

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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)

1/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: First off, this company advertised itself to me as ****** and let me to believe they were from ****** from day 1. After that they made promises about front page advertisements that never happened and still to this day they have the wrong working hours for my business. It is always "someone elses fault" and "we went the paperwork for the change". After telling them I recorded they conversations I was told it's not legal for me to record them (which it is) and they refuse to let me hear the recordings of all the promises they made to me.

Desired Settlement: I want a refund.

Business Response: After reviewing your account, It looks like we have a big misunderstanding.   When we started our business relationship,  you agreed to a charge to acquire services though our BrandRep payment disclosure .  We also provided a receipt, an e agreement and a welcome letter to your email at the initial enrollment with us.   I also see you had some issues that we did nothing the first 90 days and continued to request a refund.    The great news is we do have more than 39 first page keywords on the first pages of ****** ***** and ****  right now from the service provided.  We did provide work,  and if we didn't,  we would have provided our work for free guarantee which was explained to you at the time of your enrollment.  Here is the link to be very clear: (*****************************************************************). We never offered a full refund for not getting you on the first pages of these search engines after 90 days.   You HAVE and ARE benefiting from this service from the visibility provided, all you have to do is search the keywords or contact us and we will be glad to show you where you are.  Give us a call so we can come to a resolution here, we are really trying to help your business as we still have you there in these search engines RIGHT NOW. 

All the Best,

Operation Manager
BrandRep   

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,

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


Complete lie. They advertised themselves as ****** and when confronted they did nothing about it. They said I could get my money back and I have this recorded and when I informed ** of this he said I could not legally record him and he will not provide me with his recordings. He is inccorect though as I am legally allowed to record them. They also never fixed my business hours that they screwed up for the whole time this scam was perpetrated. 

Business Response: Business owner, 


As I stated in my prior message, I'm sure we can come to a resolution.  

You can contact me below.  

************** x*

Operations Manager 
BrandRep, Inc. 

1/14/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I feel I speak for many others when I say this company is a scam. They do not uphold what they say they do and scam people out of their money. They called me and claimed they were able to increase my Search Engine Optimization in three months and have my company on the first page of ****** for $248.00 for startup and $99.00 a month. I gave them the three months and waited it out. They have done absolutely nothing, that I haven't already done. I have called them and complained multiple times. Although they are kind on the phone, they don't actually do anything even though they try and claim that these things take time they went ahead and put me on their guarantee and told me that they would have me up by 11/21/2015. When I search myself on my computer, cell phone or laptop. My company is no where to be found. I am surprised this company is still in business and how they legally can be, when they have done absolutely nothing for so many people. I am a new family owned business and can't afford for companies like BrandRep to come in and steal my money this is a critical time for my business.

Desired Settlement: I want a complete refund!

Business Response: After reviewing you account It is unfortunate you feel this way with all the nice people that have spent time helping you understand the SEO Process over here.  Let me reiterate, you are in *****, FL one of the largest cities in the United States, it is going to take time to get you on the first page in the extremely saturated market you are in (Towing Industry)   You have paid 3 months, we have put you on our guarantee and will work for free as we agreed to until we get you on the first page of ******.  Here is our work for free guarantee: (*****************************************************************)  You need to start in local are, which we have done and we will continue to help you expand to ***** as you have requested un time.  We are still working for you, call us with any issues you have, we are working for free so you can achieve results. 

All the Best,
Operations Manager
BrandRep

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 told that by November 19th 2015 I would be up on the front page which this is not the case. Also I have been calling about my map placement I am showing up in the Northwest area and I am in the Southwest area so for you to sit there and tell me I am on the 3Rd month guarantee and you guys will work for free I beg to differ you guys have made your money and now will act like you are going to work for free I am not buying it. There are multiple complaints on the same issues and every towing company I speak to regarding your company tell me that they have had same issues. I want a full refund and my rights to ****** back.

Regards,

**** *******



Business Response: Business owner, 


Like it stated in my prior message I'm sure we can both come to a resolution.    

You can reach me directly below.  

************** x*

Operations Manager
BrandRep, Inc.  

1/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a contract with them for 6 months which is the web site design and advertisement for my store, ****** ******** on Aug 31, 2015 . Web site address is "***********************" which is blocked by them. They promised me my business name would be in the first page of ****** search box within 90 days. But I could find my business barely at the bottom of page. so I finished the contract with them after 6 months. But They blocked my website which is linked to ****** search box after that. I 'd like to remove the old website and make a new website by myself .

Desired Settlement: I asked them to remove the old website. But they still blocking the ****** search box in order not to make any new web site. Please tell them to remove old web site and do not block my ****** search box any more. thank you. ******

Business Response:

Dear Business Owner,


The website  www.***********************  has been removed as requested. 

If you have any questions please call us directly @ ************** x*

Best, 

Operations Manager

BrandRep, Inc.  



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,

****** ****

11/28/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: BrandRep Inc. contacted us as they were calling from ****** and promised to upload our office information on the first page for the ****** search within 3 months. They charged $1495 on May 21st, 2015 for one year subscription. We contacted the company after 3 month because it was not appeared when we typed with any key words we requested such as ******* ** *** ******** or *** ******** *******. They said our office information appeared on top of the ****** search page. We tried on several devices, office computers. home computers, cell phones and friends and family cell phones. After we mentioned we searched with multiple devices and the office information was not appeared, they said it was taking longer because there were too many competitions and offered one month credit. When we contacted the company after more than 5 months because it couldn't be found from ****** search result, they were repeating what they said before. They refused for the refund because of the contract. When our office manager called again and inquired their address, they refused to give that information and when she asked for a refund, they put her on hold eternally and just disconnect the call.

Desired Settlement: Full refund of $1495.00

Business Response: Dear Business Owner,

Thank you for your feedback, it is greatly appreciated.  After an extensive review of your account, here is what I see so far to date.  You signed up with us 05/21/15 to list your practice on the first page of ******.  We guaranteed 2 keywords would show on the first page of ****** or we would work for free until we got you there.  You signed up with our 1 year plan and since we didn't achieve this until month 4 , you were added 1 month extra at the end of your term.  (YOU will receive 8 months of first Page Placement on at least 2 keywords on ****** Specifically)  The great news is as follows.   Your ********* was verified and pinned on ****** successfully June 8th.  At this point the optimization process began and You now currently you have more than 25 keyword listings in your CITY, on keywords you selected during the enrollment process. (11 first page listings on ******)  Please contact us so we can share with you what ******, ***** and **** show LIVE in their Search Engines.   I do see great progress Doctor, i just think you need to understand a little clearer the benefits that have been provided to you. 

Looking forward to speaking with you soon.

All the best,
 
********** *******
BrandRep, Inc.

11/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: BrandRep Misrepresented their services. They said they will optimize our website for a series of high demand keywords, just to work on optimization for a series of "no demand" keywords. Example: The keywords they listed on our account as keywords they were working on were: "******** ******** contractor", "******** ********" , "Commercial ******** ********" etc. When clicking on the keywords to confirm the ranking they claimed, in the search engine, the keywords were changing their form and became keywords like "******** ******** contractor in ******** **", "******** ******** in ******** **" etc. While these seem like more targeted keywords, to the untrained eye, the truth of the manner is that they are keywords no one searches for, which can be confirmed by using the various tools available online. The purpose of hiring a SEO company is to achieve good rankings for a high demand keyword like "******** ********" when the search originates in *******, not to achieve ranking on a keyword no one searches for like "******** ******** in ******** **". The most agravating part, consists in the fact that, unlike many of their clients, Brandrep understands the difference between the two but misrepresents the fact both in their sales pitch as well as later on in the customer's account. None of the keywords listed in our account included the word "*******" or "**". Even worse when confronted with the issue, and requesting to speak with an account manager, the customer serv rep, came back to us with questions like "how do you know?" and claims that "I am the manager", "there is no one else to speak to", "my superiors don't take phone calls". This is the one customer service rep that answered the call from the get go. In the end, we were asked directly on "what do you want me to do, cancel the account or not", "there is no one else that can speak to you", at which point we decided to cancel.

Desired Settlement: Full Refund with no action taken to negatively impact our website.

Business Response: Business Owner,


We are sorry you feel the way you do about our services to date.  After reviewing your account extensively,  I do see many keywords that you didn't speak of which we were working on for placement in ******, ***** and ****.  With the pinning of your'e account in ******,  your'e location was always a essential part of the ranking process.  Call to action keywords,  that did have traffic,  would have given you the best shot at new business.  Unfortunately you only gave us 4 months to deliver for the city of *******, one of the largest and most competitive cities in the nation.   We do care about your'e experience with us, so please contact ME as soon as you have a moment.  Let me assure you, we can come to a resolution with your'e account. 

All the Best,
Operations Manager

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 you can see from my initial post, the number of keywords was never disputed, the quality of the keywords chosen was,  since they are ALL LOW DEMAND, LOW QUALITY KEYWORDS. As for your invitation that I call to discuss a resolution, if you really wanted to discuss you would have initiated that call. But this is, apparently nothing more than another attempt to talk your way out of it. You have my number. If you wanna discuss, call!]


Regards,

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



Business Response: Business Owner, 


We would be glad to discuss a resolution to any issue's you have.  I will reach out to you right away, please do look for our call. 

All the best, 

Operations Manager
BrandRep, Inc. 

9/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had to pay $149 every 3 months for nothing.They promised to get my keywords on ****** search ***** and ****, they did not. I'm cancelling now and wasn't allowed to til I had been with them for 3 months.They have a guarantee to get the keywords in the search within 3 months or work for free after till they do, but they said it was very unlikely for this to happen. So even if I didn't cancel with them and let them work for free til they get up which would only take a week with professionals I still have lost $447 for nothing. I have set up my own seo keywords and I'm not a professional.

Desired Settlement: I would like $447 refunded back because you provided absolutely no service what so ever! They are scam artists.

Business Response: Business owner, 

We are sorry you feel that way.  After reviewing your account, we did provide services within the short amount of time you were with us (90 days).  Keeping in mind the optimization process doesn't happen overnight.  I do see you were pinned in ******, I do see we created a website to help with your'e ranking, I do see 19 strong directories to help you with ranking and lastly I do see my team working on optimizing your'e account.   This was all with the 90 day process.  Now yes we didn't get you ranking, but as we promised we would work for free until we got you ranking on at least 2 keywords on the first page of ******.  Guarantee: *****************************************************************.  You declined when we provided this offer to you, asking for a full refund for all the work done.  To be clear, we would never tell any of our clients that "it is unlikey that we will get you ranking within this 90 day period."  Also to be clear, it doesn't take a week to get listings on the first page of ****** ***** and or ****'s organic results(free search)  Sure you can set up your'e own keywords, but getting them on the first page is really what matters.  I also see in the notes your'e reason to cancel with us was you wanted to work with home adviser because you didn't get enough phone calls.  The optimization process once again takes time and you should only expect phone calls when you get ranking.  We are not scam artists, we continued to work for free on your'e account and always want to make sure you get what you pay for 100%.  Contact me, i'm sure we can come to a reasonable resolution. 
Thank you, 
********** *******
BrandRep, Inc. 

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,

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



Consumer Response:

The information you posted on ****** ***** is incorrect and when I tried to change it myself ****** wont let me because you took my ownership of my company on ******. When I tried to contact ****** to request that you transfer ownership to me because after all it's my business, they told me that brand rep did not want to! This makes no sense, it's my business and you didn't even put the correct info in. I demand that you give me the ownership rights on this! The ghost website you also created for me was totally incorrect in the specific service that I provide. I was able to change and edit it myself, but I had to wait for brand rep to approve my own changes. It's your job to create the ghost website and it was incorrect information. I reedited it over 7 times. The only thing you might have done are the directories. I would never recommend this experience to anyone, it's a waste of time and money. Yes I decline the so called "working for me for free" until you get my keywords up. You wouldn't really be working for free. You would still have 3 months worth of my pay with out any service done for those 3 months. Then try your hardest to get my keywords up with in a month so you can charge me. I want a full 3 month refund and my ownership rights of my own business relinquished to me from ******. Some of the other directories have also said the same thing to me. So it would be nice if you transferred all of them to me, but ******* is the most important to me.

Business Response: Business owner, 

As stated, please contact us so we can come to a resolution with the issues you have in regards to  the ****** * page created and the terms of service with BrandRep, Inc. .  
Thank you, 
********** *******
BrandRep, Inc. 

8/4/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my service with BrandRep in Irvine, CA in April, and they are still billing me for it, and deny that I cancelled it. They lied to me directly on the phone. Their business should be closed down due to being unethical.

Desired Settlement: I'd like my bill cancelled for the month of June on my credit card. I'd also like their business practices investigated.

Business Response: Hello Business Owner, 

After reviewing your account I see you signed up with BrandRep, Inc.. January 22nd, 2014, was read a payment disclosure, by our Sales Rep, went through enrollment specifying our terms and signed and agreed to our program.  This program has a 6 month commitment period which then becomes month to month which is clearly stated on said e agreement.  Client Agreed to $149 a month, which was then reduced to $99 a month on the 3rd month to help client continue.  We only Billed the Client for 5 months total out of the 6 month agreement and still provided the client with a refund on  the last month charged ( to be exact 5/22/15)  When trying to resolve client, she was unavailable to speak to.  There should not be any refund given for the matter has been resolved.   
If you have any questions about your refund, please contact us.  We have sent an email as well. 
Thank you, 
********** *******
BrandRep. Inc.

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 must have missed something somewhere.  ***** **** blocked their charge.  Company still is practicing unethical business practices.
**** ***** ********
***************

Sent from my ******* *****

Regards,

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


Business Response: Business owner, 

To be be completely clear,  you were not charged in the month of June and no unauthorized charges have ever occurred.  We also resolved your request of $99.00, this is the blocked charge you must of thought transpired, but in fact is was a refund of the moth prior (may 24th) in good faith which we do see you received.  You will not receive any further charges, your'e account has been cancelled as requested.  We wish your'e business the best of luck. 
If you have any questions let us know.  
Thank you, 
********** *******
BrandRep

7/30/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A third party/advertising company called me and I signed a contract with my husband to hire them for marketing purposes re: Search Engine Optimization to help promote our business. I am absolutely shocked in the way they proceed with their business and scam people. No customer satisfaction, very ignorant and rude. The company goes about with their false advertising and "guarantee" etc. I want a refund for Charging credit card after cancelling of $*49.74 on May *8th *015 without my permission. They did not notify me that they will charge and gave FALSE information and continuously beat around the bush regarding the issue.

Desired Settlement: A Refund of $*49.74 for illegally charging my credit card. Bank has been notified. As well as company and they try to defend themselves and make up and excuse/dont see anything wrong.

Business Response: Business owner, 

We are sorry to hear you feel that way in how we take care of our Customers..  We have many and we take your'e concerns very seriously.  First of all we are not a scam, we don't provide false advertising and guarantee's.  We have been providing services for you ever since you signed up with us back in February *015.  The SEO process takes time and you are on the right track with what I have seen in the last few months.  You are in a competitive area as well as an extremely competitive industry.   With that being said, our agreements are 90 days(which you signed and agreed to)  and then do become month to month.  In our agreement all we ask if you can contact us 5 days before your billing when you look to cancel.  In your case you contacted us after your 4th billing.  Contact us so we can come to a resolution on your account. 
Thank you 
********** *******
BrandRep. Inc 

Consumer Response:

They deem it necessary to mention they have "many customers" and that they "take care" of them. No, they do not as there are many complaints especially on the BBB re: their services, or lack their of. If they really cared about their customers they would not be rude with their tonality and put the customer first and REFUND my money which they had no permission to charge my credit card. I had to go through the inconvenience of calling my bank and contacting them so that I don't continuously get charged. I verbally called in and had and asked tthe representative lady and said "I just dont want these services no longer" and please "do not charge my credit card anymore". After being guaranteed my credit card would not be charged - I didn't think they would continue for charging for their "services" which were VERY INPROFESSIONAL (being in business all my life). I regret ever signing up with them when I could have done a 100% way better job of advertising myself. They also did the mistake of advertising for me in the wrong city that I requested so the money I spent was completely wasted. I wish for the Inconvenience they can REFUND only 1MONTH of $*54 - very simple as they did not have my permission.
False company, false advertising - I thought they were Google as they really pushed that on the phone but turns out they are some small third party. Awful example of how they treat their clients, right here. Everything is scripted and to continuously dissatisfy the customer. Disgraceful and misleading - charging my credit card after cancelling and having over *5+ complaints on BBB is not a good sign.
They get as much as they can out of the client and I could have done a better job for free or at least advertised for my client in the right city requested.
Sincerely 
Production Manager/CEO
******* ******* ***********
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: Business Owner, 

As discussed in our prior message you signed up with a 90 contract,  which became month to month after that.  If there was some form of misunderstanding and you didn't want to continue, clearly we will be glad to provide a resolution to your issue.  
Contact me directly and I will be glad to provide assistance. 
********** *******
BrandRep, Inc. 
************** ext *

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.

Unfortunate - Brandrep cannot uphold to their companies promise of 90 day guarantee, and very vague about everything. My company's website was not featured anywhere and I did not want to sign up with this company in the first place, they misled me from the beginning saying they were associated with Google. If I knew what I know now, and how the operate then I would have never tried them out. They did not even do proper advertising for me in the right region that I requested -focused on the wrong city. I have no idea what "service" I paid for for over $900. Secondly, they should not offer MONEY BACK GUARANTEE or 90 day "TRIALS" if they continuously charge the cardholders credit card without their APPROVAL or consent. This is ILLEGAL and further action must be pursued in order to get my money back.

I deserve to have my money returned to me - not for all 90 days but for the amount after the 90 day trial. 
I gave them advance notice and in the phone call mentioned "Please do not take out any more money from my credit card" when I called to cancel with them.
It is very obvious that I am a dissatisfied customer and even worse that I was taken advantage of. Above all that was mistreated, ignored, and given attitude.
Very unloyal and unethical practices within this BrandRep.

Regards,

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


Business Response: Business owner, 

As stated in your reply: "
 I deserve to have my money returned to me - not for all 90 days but for the amount after the 90 day trial. 
Since you feel this way, and or you misunderstood our month to month agreement after 90 days, we would be glad to accommodate your request and come to a resolution.  
You can contact me directly at ************** x*
********** *******
BrandRep. Inc. 
 

7/15/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was cold called by this company, they made it seem that they were part of ****** and that they would create a webpage for my buisiness and optimise it so it would show up on the first page of a ****** search. The web page that they created stated many things that I did not authorize them to state. Some of the statments made are flat out false advertisments. The statments that they have made on the webpage could actualy cause me legal problems. For the money I am paying I expected that BrandRep would have actualy taken the time to produce a website that was a true representation of my buisiness and not contain false advertisments. The webpage that was created is ***************************************** I am requesting that BrandRep remove any and all content that they have produced regarding my buisiness. I also want them to cancel my account and re-emburse all money I have paid. Thank you.

Desired Settlement: As stated above I want BrandRep to remove any and all content they have produced regarding my buisiness and a full refund on the money I have paid. Also not to be charged any more money and not to be contacted by them ever again.

Business Response: Hello Business owner, 

Contact me directly and we will be glad to come to a resolution on your account. 
Thank you, 
Operations Manager
BrandRep, Inc

6/30/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up with brandrep after they called me offering advertising services. They said that my website would be on the first page of ******. It isn't and they have barely done any work in the months I have been with them. I can see the work through their website. They also created a ghost website, which I was not aware they were going to do. Additionally, they are not answering the phone or returning my calls. They have barely worked with me on anything. They did say this stuff takes time, but they failed to mention that when they were trying to sell me something. I want a refund of the money I paid!!!!

Desired Settlement: I just want all of my money back. The down payment and monthly payments I made.

Business Response: Hello Business owner, 

We are sorry you feel that  we have done barely any work since you started with us.  Keeping in mind, the process of SEO takes time and in time you will solidify your place online.  After reviewing your account,  in less than 3 months we have established 19 directories (helps with ****** ranking process), created a free website (this helps with your entire ranking in ****** ***** and **** Process).  We Have PINNED You in ****** with your ****** * page and are optimizing this account aggressively.  So far (less than 90 days) we have you are ranking on 1 keyword in ******, and 10 keywords in *****.  We have also suspended your account and put you on our work for free guarantee before your full 3 month is up.  We will keep you on this guarantee until we get you ranking on the 1st page of ****** on at least 2 of your selected keywords from the start. SEE WORK FOR FREE GUARANTEE HERE: ******************************************************************) Obviously there is a misunderstanding in regards to what you currently have and what you we are doing for you,  Please do call us so we can help you understand what you have received,  Here is our Direct phone number * *** *** **** x *.  Also Your sales rep is no longer with us, do not try and reach her.  We prefer you reach out to Customer support since we have complete access to your account.  We are still working on your account and as you can see above, things are getting better each day, call us so we can continue helping your business.  
Let know if there is anything I can do to help as well. 
Operations Manager
BrandRep, Inc

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 you can see noted by ****** on the link provided below...

"No one can guarantee a #1 ranking on ******.
Beware of SEOs that claim to guarantee rankings, allege a "special relationship" with ******, or advertise a "priority submit" to ******. There is no priority submit for ******. In fact, the only way to submit a site to ****** directly is through our Add URL page or by submitting a Sitemap and you can do this yourself at no cost whatsoever."

Please explain how you can guarantee something that ****** says you can't??

Everything this company offers as far as seo services goes against what ****** says on their support page (provided below). Another example is doorway pages; of which, this company created for my business. They also use ******'s name by saying they are a ****** partner, which apparently means nothing. 

 

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

Regards,

****** ****



Business Response: Business owner, 

We are sorry you feel that way.  First of all we never Guaranteed #1 in ****** as stated in your last replay.  We guarantee 2 keywords on the First page of ****** within 90 days or we will work for free until we accomplish that.  (*****************************************************************). In fact since you signed up with us we have accomplished 2 keywords on ****** Maps and 1 keyword on the ****** Search.  Mind you this was accomplished right after 90 days and we did suspend your billing as promised in our guarantee.   If there is any confusion with this, we will be glad to assist in understanding the process.  We don't have a special relationship with ******, we provide services for their search as well as ***** and ****.   We don't provide priority submits,  our sales representative's and Customer service are not aware of such terminology.  We also do not not provide doorway pages to get you ranking, for this would flag your website and we stick with ******'s good practices.  We are ****** Partner for we provide ****** Ad words service as well.  It is big part of our company and does mean a great deal to us.  We have been trying to reach out to you and we have noticed you have tried to reach us back.  We do hope to connect with you soon so we can come to some resolution with the concerns you have.  
Thank you, 
Operations Manager
BrandRep, Inc   

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

Complaint: Brandrep had agreed, to my understanding, to boost my presence on ****** (putting me on the first page) and create/maintain listings for me on several websites. Those specifically named over the phone were: *************** ********** *************** ****************** ************ ************* *************** *************** chamber of commerce website ************* ******** ********** (and *******) ******** I paid them $491 over the course of four months. Towards the end of this time, I looked at some of these listings. I found that of these thirteen sites, none had correct entries (except my **** page, which I had been maintaining myself). Three of them had no entry for my business at all. Three of them incorrectly state that I outsource all of my work to contractors (a serious allegation!). The ******* account has a paragraph from my website pasted on it completely out of context. When taken alone, it states only that I have no interest in my career and quit when I was a child. Another states that my business is permanently closed. And the list goes on. Certainly not what I thought they would be doing with my $491 while I worked on supporting my sole proprietorship. When I called to complain, I was told to send an email. When I sent an email, I called the next day to follow up, and the man (**** *******) who had asked me to email him openly said he had not taken the time to read it. When I asked him to get back to me, another man (**** *******) called me with a very aggressive (if friendly) tone, and said that they had done everything they needed to; that I had no way to say whether they had given me my money's worth, and that they had never offered to do anything with these local listings. In fact, he said that he was unable to do anything to them (but later said that he would change my ******* listing if I want, or make me a moderator on it as well). When I asked if I would be refunded for their not doing their work, he said: "NOT GONNA HAPPEN!"

Desired Settlement: I want a refund in full of my $491. My contract states that I can not ask for a refund if I am not satisfied with the quality of their work. However, since they did not do the work that was promised in the first place, I want my money back.

Business Response: Business owner, 

We have gone above and beyond to provide services that are beneficial to you company.  I verified that your website (*********************) is CURRENTLY on the first page of ****** in more than 9 keyword instances within 90 days (Our guarantee says 2 by 90).   Your website is also on the first page of ***** in more than 11 keyword instances.  These directories are a small part of the process but as we stated we would be glad to fix any directories that are incorrect( if they are viable directories that make sense) .   Keep in mind they are the publishers of your information not us.    When it come to the ****** * page you have issues with,  we took the information DIRECTLY  from your own website to help with your branding.  It is not our company's fault you haven't updated your website in a while (as you told us)  Let's get this resolved right away if you feel it necessary.  The bottom line is we are willing to fix any issues and have continued to optimize your account so you can maintain your presence on the first page of ****** and *****,  the 2 largest search engines on the planet.   Contact us ASAP so we can fix any discrepancies you have, we have no problem helping you with that.    
All the best, 
Operations Manager
BrandRep, Inc

6/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 5/12/2015 an auto-dialer called from ************ offering ****** * services. We had asked to be removed from a number of company's phone lists so when given the option I pressed 1 to speak with a rep. ***** came on the line. After confirming our business name I asked for the company he was representing. He informed me it was BrandRep. I explained that we had asked to be removed from their company's call list a number of times in the past and would be in contact with the BBB and FCC to complain. He said "ooooh, scary" at which point I hung up. Not 1 minute later I got a call from ************. It was ***** calling back from BrandRep. I asked what he wanted and he said to talk to us. I explained again that I wanted our number removed and at that point he began asking questions to supposedly confirm he had the right information to remove us. He first asked for the business phone then confirmed our address. At that point he started asking questions to confirm my personal email and home address. I confronted him regarding these questions and asked why he needed this information to remove us and he hung up on me. I called the number back and got ****, one of the managers from BrandRep on the phone. I explained what happened and she was appalled. She said she was calling HR and the technical team to open a complaint and to get the recording of the call. She called back about 45 minutes later to let me know it would be a few hours to get the recording but the HR was looking in to it.

Desired Settlement: I would like this information added to the company's profile with the BBB. I feel that this employee acted with malicious intent and was using company technology to look up and steal personal information of the business owners he was supposed to be marketing to. I expect a written apology from the CEO or president of the company explaining to me why I shouldn't contact an attorney to seek further action against his/her company.

Business Response: Hello Business Owner, 

First and foremost, my utmost apologies in regards to any inconvenience this may have caused your business.  We take our Do Not Call list very seriously and are very thorough with training to be sure we follow the proper protocol.   Any phone numbers,  that are attached to your business have been confirmed by me, the operations manager, to be on our Do Not Call list.  You will not receive any unsolicited calls by our company ever again.    
Best of luck to your business, 
Operations Manager
BrandRep. Inc.
 

5/28/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: BrandRep contacted me in September, 2014 concerning a requirement I had for a website for my business. The salesman, ***, informed me that they would build a website for me but they needed an account number to bill the work against. I told him I wasn't interested since I was not familiar with his company. He said they would build the website to my satisfaction and not bill the account until I approved of the work. I saw the example of what they sent and told the it was totally unacceptable and not even close to what I had requested. I heard nothing back from the company and assumed the issue was dead, until I started being billed $129 per month from September until March, 2015. I had neglected to watch the charges until yesterday, April 4/10/2115. a total of $1032 has been billed to my ***** Credit card. I called Brand Rep and spoke with Mr. **** ******* and protested the charges. He claimed the work had been finished to my satisfaction (untrue) since I had never approved the website design. I asked that they return the collected funds since they were obviously scamming me.

Desired Settlement: They need to review their internal policy regarding customer contact and contract approval. Their work was unprofessional and they obviously sent a 'canned' website having nothing to do with my business.

Business Response: Hello, 

Thank you for the feedback in regards to your experience with our company.  But to be fair,  I have looked deeply into the business relationship established back in 7/28/2014.   I have listened to all calls and client did agree to signing up to work with BrandRep and Did agree to charges from a payment disclosure by said said representative at a special discounted rate.  Client proceeded to speak with enrollment agent and Client was provided with enrollment welcome letter, e agreement and receipt of charges on 7/28/14.  At this time there was no dispute of charges.   E agreement was also signed by client this same day of 7/28/14.  The process of work begins, directories built, Client is pinned in ****** and website is completed.  Client calls in on 8/14/14 to add photos to website.  There are no specific notes that states there any issues at this time.  We continue with the optimization process to get client on the first page of ****** as stated in Guarantee.  On 9/19/14 Client calls in again and wants to add additional photos, we accommodate his request.   10/14 First page ****** Ranking notification send to client. 10/27 2nd Keyword notification.    November 14th 3rd first page notification. On 12/8 4th first page ranking keyword notification. On Feb 9th 5th 1st page ranking keyword Notification.  In our Guarantee, we will get 2 keywords on the first page of ****** within 90 day,s clearly this was accomplished.  On 4/17/15 Client calls reception and asks to speak with finance department.   The client was then transferred to billing and client was unhappy and said no charges have been authorized and that we have stolen his money.  A supervisor was then brought into this situation so all could be resolved.  Client said there was an issue with website and no charges should have been charged whatsoever.   We were willing to help with website if there was an issue, but client did not want to allow us to help.  His last statement was that i'll just go to the BBB if you don't give me 100% of my money back mind you 7-8 months later.   We are company that has provided services and take unhappy clients very seriously.  We never were given the opportunity to make things right by client, if there was even anything wrong.  In my full analysis, we feel services were rendered and every dollar spent client was given more than enough value throughout our business relationship.  We still even offered further assistance, which client declined at the time. 
Thank You 
Operation Manager   

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 did not contact this company.  They contacted me.  I was trying to get a web site developed for my business.  Certainly I was aware that '****** Ranking' was important to my website, but I did not have a website yet.  My objective was to get a website up and worry about the ****** Ranking later.  I was sent a sample website that was hastily prepared by the company and did not even approximate the website they had promised.  I then called them and cancelled the contract.  In the beginning I was told that they would not bill me until I received an acceptable website.  They continued to emphasize the '****** Ranking' but the website was never given to me for my approval...only the original hastily website was available.  I called the company again and cancelled the contract.  They continued to bill me per my original letter to you.  This company is shady, non-responsive, and
I am certain you must have complaints from other customers.

Regards,

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



Business Response: Hello Business, 

This is where I think we have a complete misunderstanding of the process in doing business together.  We are a company that provided ******, Yahoo and Bing Optimization services for a fee.  We provide a FREE website, FREE directories and FREE Brand Alerts.   The templates we work with are not Custom Websites and you should not have expected to get such a website for free.  Any monthly fee you were charged, was for Local Search Engine Optimization  which gets you ranking on the first pages of the search engines. (We did accomplish this for you )  It clearly states in the Contract that you were paying ($xyz) for Local SEO and ALL other services were provided for FREE.  This is the contract you saw and signed.  You also agreed to charges through multiple payment disclosures from multiple agents.  We are not in the business to charge someone's Credit Card who does not want to be charged, this is why we are so thorough in our enrollment process.   I get it, there is a huge misunderstanding of what was being offered to you.  But you (business) did not want to speak to anyone about resolving the matter as we wished to.  You wanted to come on to the BBB and figure it out here.  If you are open to it, I do have a solution, so we both can move on.  Please reach out to me so we can put this matter to rest.   ************** x*.  
Thank you, 
Operations Manager

3/12/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Told my company, *** ****** *********** would be placed on the first page of the google web search within 90 days. Never happened.

Desired Settlement: I would like my money back.

Business Response: Client signed up for our Local SEO Service back in May 2014. With this package client received Local SEO, Directories and a free website.   Agreement was signed and client agreed for us to perform the work for his photography business.   Here is our Guarantee:http://www.brandrep.com/terms_of_service#work_for_free_guarantee.  BrandRep Created free Website for client (still live)  **************************************  completed May 19th. BrandRep also created Directories for client for were set up and completed by June 13th (still live).  Client was pinned in Google effectively and the first notification on the first page of Google was sent by email on June 16th.  Notifications of first page keyword listings continued on June 25th, July 16th, in August multiple times and continued for the rest of the year into 2015.  


Client did contact us on Oct 17th wanting to cancel his account and we were able to offer him a price reduction and 1 free month to help with different keywords other than the ones that we showed ranking.   Client agreed to this and billing continued.  ON November 7th, Nov 30th and Dec 23rd 1st page Google notifications were again sent to client. 

We even still have client ranking currently on these keywords to date:   

1) **************************************************************************************************************************************************************************************** ******************************************************************************************************************************************************************************************
Client called in February requesting 8 months of free service since he wasn't ranking how he wanted to be,  Keeping in mind, this was a collaborative effort choosing keywords with our staff.    

Moving back to our guarantee: http://www.brandrep.com/terms_of_service#work_for_free_guarantee.

We obviously want to come to a resolution with said client, but we feel we have provided service and also throughout have been accommodating to make things right.  Please do contact us @ 1-800-405-7119 if you have questions or concerns.  

Operations Manager
BrandRep, Inc. 




2/27/2015 Advertising/Sales Issues | Complaint Details Unavailable
2/26/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: After calling me with a deal that would only last one day, ***** rep salesperson (**** *********) promised to charge an initial fee of $455 and $145 for three months so they could work on getting us found on local search engines organically so we no longer need to pay for SEP or other advertisement companies. The agreement and the ONLY reason I signed up was because the salesperson promised that they would work for free if it was to take longer than 3 months. I found charges on my statement for over 6 months, and when asked the representative tells me that I can choose to cancel but they would be manually removing all my information from ALL directories and I will "start from square one". This is stated no where on the agreement, but it does have misleading information such as: 5. The “Work For Free Guarantee” shall refer to Local SEO service only. BrandRep guarantees that Customer will be ranked organically on the first page of ****** for two (2) of the Selected Keywords or Targeted Keywords within the first Ninety (90) Days from Customer’s enrollment date. If BrandRep does not produce a first page ranking after a three-month time period, then the service will be extended free of charge until such time that a first page ranking has been achieved. Once first page ranking has been achieved, contract charges will resume as per client agreement established upon enrollment date. No where does it say that we will manually go in and remove all the information that I paid to publish if I chose to stop paying the monthly payment. The salesperson made it very clear that the charges will only be for 3 months and I would be done. The business is very unethical and I should have not continued after **** ********* promised me he would get me out of a Yelp contract if I signed up with the SEP program and even called Yelp with me pretending to be my friend and after failing, telling me to just not pay because they cannot due anything to me. Luckily, the advice was not taken.

Desired Settlement: If all my information is going to be deleted if I cancel an agreement that I never made. All monies paid by me (customer) need to be returned for misleading and scamming me with false promises.

Business Response: We have come to complete resolution with this account.  ***** has agreed to continue with our work for free program as seen here (****************************************************************) and also has agreed to continue with our program at a reduced monthly rate  when we fulfill this part of our  agreement. 

If you have any questions or concerns you can contact us directly @ ###-###-#### Ext * Monday-Friday 8:00-5:00. 
Manager, Operations
BrandRep, Inc. 

2/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I feel I speak for many others when I say this company is a scam. They do not uphold what they say they do and scam people out of their money, I wish I had looked them up on yelp before signing up with them. They cold called me and claimed they were able to increase my Search Engine Optimization in three months and have my company on the first page of google for $200 a month. I gave them the benefit of the doubt in four months and waited it out. They have done absolutely nothing, that I haven't already done. I have complained three times. Although they are kind on the phone, they don't actually do anything even though they try and claim my search engine optimization had increased. When I search myself on my computer, cell phone or laptop. My company is no where to be found. I am surprised this company is still in business and how they legally can be, when they have done absolutely nothing for so many people. Complain number #****** and #******

Desired Settlement: I signed up with them on Oct 17th 2014 for $245. and $200 for Nov, Dec and Jan. For a total of $845. I wish to cancel my service (which I didn't even get) with Brand Rep. And be refunded my money of $845

Business Response: After Speaking to Lauren we have come to a resolution to her concerns.  We are continuing to work with her business, suspended her billing and put her on our Work for free guarantee.  As a Google certified Partner we take your concerns very seriously.  Our customer support agent has reached out to her to share Positive traction with her account since we last spoke on the 29th of January.  Keeping in mind we are not to bill her as stated in our work for free guarantee here. (http://www.brandrep.com/terms_of_service#work_for_free_guarantee)   Once again we will continue providing positive feedback from the work we are doing and if you have any questions or concerns please do reach us @ 1-800-405-7119 x2 

Manager, Operations
BrandRep, Inc

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 you proclaim good news on my account,  there is no proof on my end when I or others search for my business. For not charging that is not true since when I spoke to you last saying you wouldn't charge unless I was on the first page.  You still charged me. You try and prove it with pictures only from your company.  When I can't even find myself on the first 10 pages. I wish to cancel and be refunded my money.  Just like you should for so many other people on ****. 

Regards,

****** ******



Business Response: Afters speaking with the business owner on 2/9/15,  both parties have come to a complete resolution to this business matter.  If you have further questions or concerns you may reach us directly at 1-800-405-7119 *** *

Best regards, 
Operations Manager
BrandRep, Inc. 

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,

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

12/24/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Brand rep disclosed my home address on the Internet & now refuses to remove it or refund my money. I have people coming to my home in regards to my business. I have been dealing with this situation since August of this year. I now have to relocate because of this issue.

Desired Settlement: I would like to be reimbursed my funds that i paid Brand rep & also my moving cost. I no longer feel safe in my home & we are trying to raise the funds to relocate. I have been in this home for over 6yrs

Business Response: Hi ******,

All of your addresses on the local directory listings that we created have been removed. There are no listing which contain your street address.

There were 4 listings that we added your street address to. We submitted for the those changes to be made. Depending on the site, their is a formal review process before the revisions are published. Those revisions have been published as of 11/05/14. 

We apologize for any inconveniences this may have caused you. We assure you that all of the information about your business on the internet is accurate and updated. 

Your online presence has grown significantly as a result of our service. We be more than happy to continue your agreement at no additional charge so that you can further benefit from our services.

Thank you very much for your time,

*** *****
Manager, Client Services
BrandRep - Local Marketing Experts





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.

My address continues to come up if the business name is searched. The problem has still yet to be rectified. I need all affiliation of my home address & the business off of the internet. Until that happens I will not be satisfied. 

Regards,

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



Business Response: We have resolved this complaint directly with the business owner. 

12/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We were in contact with this company about their services. We never committed to anything and they promised me they would not run our card until I gave them the authorization. Had not been in contact with them for over one week. Had given them our credit card information to hold a space for us for their advertising service. We are in contact with our bank regarding their fraudulent activity.

Desired Settlement: Full refund and apology

Business Response: A full refund was issues as per our 3 day rescission policy. Although, it may take up to 3-5 business days to show up in the customers bank account.

12/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: TO: Mr. ***** *******, CEO - brandrep.com RE: "Verify Your Google Listing" This call facility has targeted and called our numbers at best estimate 13K times according to our call logs. +*********** +*********** +12542473416 +*********** +*********** +*********** +*********** +*********** +*********** +*********** +*********** +*********** +*********** +*********** +*********** +*********** +*********** We have suffer lost productivity using a metric of 1 minute X 13K minutes or 216 hours. Damage estimate approximate $43,000.00 I realize the BBB does not handle tort claims but in exchange for not filing suit and a lengthy time consuming litigation, I was hoping the BB could knock some sense into this guy and tell him he is violating the law in many states and is clearly liable for an actionable tort in California. I will accept $25K and execute a release as long as he removes the numbers from his auto dialers and knock it off.

Desired Settlement: Payment of $25K as a refund for damages and remove our numbers from his auto dialers.

Business Response: We have come to a resolution with the client. A full refund was issued to meet the clients terms. 

12/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A person from BrandRep called me explaining all these wonderful things they would do to advertise my business. I paid them $390 upfront and they were going to take out $195 for the next 3 months. They have not done one single thing they promised. They will not return my calls. When I email I get a text from them stating that my business is now being advertised as promised but it still is not. I have called and complained several times and no one ever returns my call. I have asked for a refund but there has been no response to that request except for a generic answer that follows every text and email. I do not have money to throw away. This has hurt me financially since the advertising was suppose to pay for itself and has not.

Desired Settlement: All I want is my money back and that is it. I need that money back desperately. Please please help me to get a refund. I would also like this company to be reported so that others will not be taken advantage of as well.

Consumer Response:

Better Business Bureau:

BrandRep gave me a full refund. The issue was resolved. Thank you for checking into the situation. 

Regards,

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


11/13/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am the owner of a pet service company and hired Brandrep to do my SEO. In the begining they seemed impressive howevever after working with them for several months, I can clearly see this is just a scheme. I have been with Brandrep for 4 months now and constantly call them to ask them for proof of their work. They never have anything to show me, I am never ranked on google or bing, and never get anything out of the employees. From time to time, I will even receive en email notice which states that I am on the first page, typically I will receive this email after arguing with them about results, as well with an attached screen shot that "shows my results." The thing is, my company is still no where to be found, even in their attached picture. When I call to complain or see what I can do, I receive every excuse. They will never transfer you to a manager, if there is one, and have not once, in this past 4 months, showed me a result. When I ask to be transferred, they refuse and say that because they themselves are a "supervisor," they are able to handle all the problems without the manager, even if I am strongly asking to speak to one.

Desired Settlement: Due to the failure to show any work, allow me to speak to a manager, as well as sending me misleading emails, texts, and pictures leading me to believe that their job was complete, I am looking for a full refund. I wish to receive my "set up cost as well as the rate i paid for the months of 'marketing."'

Business Response: Hello *****,

I apologize for the frustration that you are experiencing. It seems that you are having difficulty determining what you have paid for while being a client of BrandRep's. As the manager of this department, I take full responsibility for your experience thus far. As you probably have already done your research on Local SEO, being an astute business owner, you have learned that SEO is a long-term, online marketing strategy. 

1. The first step was the verification, syndication, and optimization of your Google Plus profile, or your Google business listing, found here: **************************************************about.
2. The next step was to create multiple avenues where your business information can be found, through Local Directories. When you started with us, you had 13 local directory profiles. We created an additional 11 directory profiles. You now have a total of 24 Local Directory Profiles. All of which can be seen through your Customer Dashboard Interface (CDI) 24 hours a day, 7 days a week. The login information was given to you at the time you first enrolled in July of 2014. 
3. The third major component was your secondary website, or your SEO Site, as itemized on your signed e-agreement: ************************.

The synthesis of these strategies produces a strong online presence. With recent changes to Google's Algorithm, a.k.a. The Penguin Update, ranking reports for Local SEO are very difficult to produce. Measurable results through Local SEO can best be quantified through what are called Google "Insights". Attached is a screenshot of your Google Insights over the course of the last 90 days (you have been with us for 110 days). Your Google business listing has been viewed 1,743 times in the last 90 days; this is the business listing we created, verified, and optimized. That is online exposure that you didn't have prior to working with us. 

It is very disappointing that you referred to us as some sort of "scheme". That is certainly not the case. In fact, regardless of how well your visibility is developing on Google, we still have honored our Guarantee and your billing has been suspended until a ranking report is produced throughout all of San Jose for at least 2 search terms. 

We understand that online marketing is confusing, especially when you don't specialize in it. It is clear that I have fallen short in making sure that you understood the service that you purchased. I see that you spoke with a supervisor on Friday, October 31st. The matter seems to have been resolved and I believe with both the phone call on Friday and my explanation of service, that the mechanics of the service are much more clear to you. If you need further assistance, please don't hesitate to give us a call. 

Thank you very much for your time, 

*** *****
Manager, Client Services
BrandRep - Local Marketing Experts

10/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Where to start. I created a Google maps page. this company was hired to do the seo for it. they ended up taking ownership of my page and locking me out of my Google page. I was the listing in the city before they stole my page and now if you even able to find me on the map (at times im net even listed) im not even on the first page. these people will not return my Google page and have run my ratings down. simply I payed them $1,400.00 to steal from me and to ruin my company image. this is not right. I called customer service. they said "I will call you right back" what a joke. never got a call of course.

Desired Settlement: 1: releasing my Google page back to me and never attempting to take it again-mandatory 2: do what they said they will do boost my companies image on Google for two months since that's what I payed for or give me a refund for the two months.

Business Response: Hello *******,

We have spoken about the transfer of ownership of your Google Plus profile and the reasons for doing so. We realize that this complaint was made before you spoke with BrandRep's Client Services Department. We understand that the transfer of ownership caused confusion on your part which was the reason for your complaints, and for the tone of your complaints.

BrandRep is required to be the Administrative owners of your Google Plus profile while we are providing Local SEO with our service Guarantee, per our service contract with you. If our partnership ended and if BrandRep ceased providing service to you, we would release ourselves as owners of ** **** **** *** ******** Google Plus profile and you could claim the listing, regaining full ownership privileges.

All of our account notes indicate that you are in full understanding and satisfied with what BrandRep is doing for you. Please feel free to reach out to our Client Services Department with any questions or concerns you may have.

Thank you very much for your time,

*** *****
Manager, Client Services
800-405-7119 Ext. *

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

Complaint: my problem about this business is these guys were calling me everyday about advatising my business online and i told them no i don't need there service but they we still calling me i was festered and i told them ok then and they sad ill be on fist page on google and ill me gatting more bussness so its been over one month not even one call i got from google or anywhere so i called them i told them i don't need your service these guys were the rating me over the phone you can't cancel the service its because i made there month contract and i told them charge me for two month ill pay in advance they sed no its going to effect my record and we go thru court all that and I'm paying $375 Dollar every month please help me with that I'm paying for nutting these guyes are reping off people

Desired Settlement: i can't afford $375 every month to pay them if I'm not getting eny business from them why should i pay them they lied to me and charging me so much money

Business Response: Dear ****,

The program that you purchased places you in one of the first 3 positions on Google's search results page when people type in keywords such as "limousine service" and "airport limo service" within the California cities of Newark, Union City, and Fremont. You purchased these keywords because you felt that they were the most relevant to the service that you offer, in the territory that you offer your service.

We have done all the things that you asked us to do. Again, you are on the first page of the most searched network every known to mankind. You are in a position that creates opportunities for you everyday. That's the goal of any marketing, or advertising, campaign: to create opportunities. Of course, we cannot make people call you for your service. But the campaign that you purchased from BrandRep will help to provide more opportunities for you to provide your service.

Please feel free to call our Client Services Department for questions about the program that you purchased. Your agreement that you signed obligates BrandRep to provide the placement service to you until the 28th of November, 2014. Again, please give us a call at your nearest convenience.

Thank you very much for your time,

*** *****
Manager, Client Services
800-405-7119 Ext. *

9/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Brand Rep has made promises they cannot stick to, and are likely not even possible. They have been taking my money for over 8 months, they do not reply to my calls or emails, and are condescending. All of that said, they promise to put you on the front page of google. If not, you do not pay until you are back up there. After months ofnot getting there, they told me it wouldbe for my zip code and not for the city. I am STILL not there, or fell off, and they proceed to tell me that I am and will not suspend payment. Their email on the website doesnt work. The number to call doesnt work. This business should not be allowed to operate. Its a hoax.

Desired Settlement: A refund for their lack of service and false promises.

Business Response: Dear BBB of San Diego,

This is BrandRep's response to Complaint ID# ********. 

Our former client, ****** ***** Dog Training, has filed a complaint for two basic reasons. She claims that (1) our service does not work and (2) that we do not reply to her emails and/or phone calls.

I have attached 3 screenshots, these files show ****** ***** Dog Training on the first page of results on Google's business directory, commonly known as Google Maps. Her rankings on this platform are a direct result of our Local SEO service that we provided for our client starting in September of 2013. Please see attachments (****** ***** Rank 1, ****** ***** Rank 2, ****** ***** Rank 3).

I have also attached email correspondence between this client and myself, I took over account management starting in February of 2014. You will be able to see my quick response times to each and every inquiry that ****** ***** had made. Please see attachment (******* *mail Correspondence). On Page 9 of this file, you will see that ****** ***** thanked us for our service because a radio journalist found her on the first page of Google and contacted her for an interview!

Please let me know if there is anything else I can provide to ensure that this complaint is resolved successfully.

Thank you very much for your time and consideration,

*** *****
Manager, Client Services Department
BrandRep, Inc.
1-800-405-7119 Ext. ****

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.

[*** ***** never sent the weeks and weeks that went by without response.   He didnt show me Falling off the first page.   He also didnt show that I was never on the first page for manhattan, strictly my zipcode...and not for long nor under the key words i requested.   The radio journalist he speaks of was a student at a college.  Actually a total fluke.   I was being polite with him in hopes he would actually do work on my website.    I think his company creates fake links and websites in order to boost optimization which is unethical and doesnt last.  Brand Rep entire yelp page says the same thing- they are fooling everybody.   ]

 
On Wed, Mar 5, 2014 at 11:38 AM, ****** ***** <******.*****@gmail.com> wrote:
Hi ***,
I didnt hear back from the last two times I emailed you.
I am no longer ranking at all.
Please make sure I was not charged as I only ranked for 3 days.
If I was charged, please confirm that I will be refunded.
Thanks,
******
 

Regards,

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



Business Response: Hello ******,

You have been ranking on the first page of Google, for search terms in either you zip code or throughout the city as a whole, since October of 2013. The screen shots we provided to you in our initial response to your complaint show you ranking on the first page of Google Maps, or Google Local. These sections of Google are included in our Work for Free Guarantee, as outlined in your signed agreement. 

It seems as though there is general confusion, about how Google's search engine works, on your part. Several attempts by our Client Services Department to explain this to you and to demonstrate to you how Google brings up search results have failed to clarify this for you. Local SEO, Search Engine Optimization, is an ongoing, long-term strategy to market your business on the internet. You will always need to perform SEO if you want your online presence to be a lead generating, and a branding, source for your company.

You were paying $99 per month for a service that optimizes your visibility on the largest search network ever known to mankind. You are on the first page throughout the entire city of New York for several search phrases that are directly related to the services that you offer. This is remarkable, especially when you consider what your rankings looked like prior to working with us.

I apologize that you are unhappy with the service. But when you look at the facts, BrandRep has made ****** ***** Dog Training far easier to find on Google throughout New York City. You are on the first page and have been for several months. Due to the ranking achievement, and our contract, no refund will be issued.

We wish you and your company success in the years to come. Thank you very much for your time and consideration,

*** *****
Manager, Client Services Department
BrandRep, Inc.

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 is offering me nothing.  I would like a partial sum back of money wasted. 

 
*** ***** says I was ranking in first position when in fact the day he sent that email ,i was not.   I have attached the first page rankings on the same day he responded to the last email.     I may be  ranking in map locations ( not what was offered) on key words that I DID NOT choose.  That is what he is sending you pictures of.   Those are not pictures of what google front page even looks like. 
 They are  either not doing their job OR are misrepresenting what they do. 
 
I am not the first to say this or note that the entire company seems like a fraud.  

Regards,

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



9/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 4/23/14, The **** ********* owned by ****** ****** located in Cullman, AL entered into a Local SEO/SEOsite/Callsite agreement with Brandrep for a 90 day trial period which included a domain url registration in the total cost of $585. The Brandrep eAgreement/Terms of Service did not plainly state specifics relative to the url registration. On 5/8/14, Brandrep unethically registered the url “**********************” for a 12 month period with Brandrep/**** ****** as Registrant instead of ****** ****** as Registrant. The action constitutes that Brandrep registered the domain “in bad faith” as defined by the Uniform Domain Name Dispute Resolution Policy section 4.b with the following intentions: 1) to deter The **** ********* from cancelling the agreement at the end of the trial period or otherwise disrupt The **** *********’ online presence 2) to sell the domain to The **** ********* for an excessive amount above the actual registration cost or 3) to sell the domain to a competitor disrupting The **** *********’ online presence. The **** ********* opened 2 separate support tickets (#*****, #*****) inquiring about this issue and both were ignored, then closed as “Completed” by Brandrep. Brandrep has no legitimate reason to possess the domain since Brandrep has no office in Cullman, has no alcohol license granted by the City of Cullman, and has no business license granted by the City of Cullman. Link to the UDNDR Policy: http://*************************************************

Desired Settlement: The **** ********* seeks to have Brandrep ethically relinquish all possession of the domain “**********************” and allow transfer and possession of the domain to ****** ******/The **** ********* or refund the full amount paid of $585

Consumer Response:

Good morning

I do not understand specifically what the BBB is requesting relative to authorization. ****** ****** is the Owner of The **** *********. I am employed by her. My responsibilities include management of the business online web presence among other things. ****** initially made the purchase of the Brandrep services (since she is the owner of the business) and then handed responsibility over to me. She has directed me to initiate this complaint and follow it through to resolution that she deems adequate.

This can be confirmed by simply contacting her via one of the following methods:

Phone: ************

Email: ******w@the*************.com

I have attached copies of the eAgreement initiated between The **** ********* and Brandrep along with the Cullman City Business License for The **** *********.I have also copied ****** on this email so she can reply with her consent if needed. Just to be clear this is not a "third party" complaint, instead it is a Business to Business complaint between The **** ********* and Brandrep.

Please let me know if you have any questions.

Thank you

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

Consumer Response:

******* G****

Thank you for the clarifying the specifics of the request. Please see the attached Authorization letter signed by ****** ****** giving me permission to file on her behalf.

Thank you

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

Business Response: Dear BBB of San Diego,

 
As a part of our Local SEO service, because The **** ********* did not have an existing website, we purchased a domain name, www.**********************. This domain name is used for the purposes of hosting our website that we created for The **** *********, for as long as we were providing our Local SEO to The **** ********* 
 
We are not in violation of any Uniform Domain Dispute Resolution Policy. We registered the domain name because we purchased it. As seen in the attached service agreement between BrandRep and The **** *********, the SEO/Call Site service is included at no charge. We are the owners and creators of the site and are the registrants for the domain name. We are free to do with it whatever we want. We could use it for another organization within the same industry in Cullman, AL, or we could not. We used it for the benefit of The **** *********' online presence while they were our client. They chose to discontinue our service, which included the website and the domain name. 
 
Please let us know if there is anything else we can do to resolve this complaint.
 
Attached are both, our service agreement, and the email we sent to the client regarding this matter.
 
Thank you very much for your time and consideration,
 
*** *****
Manager, Client Services Department
BrandRep, Inc.
1-800-405-7119 Ext. ****
 
 
 

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.


Mr *****

During the initial discussion between Brandrep and The **** *********, your company’s sales representative failed to disclose the fact that Brandrep would register the domain name in Brandrep’s name. Also your company delays registration of the url until after the 3 day cancellation period has passed. Your company’s failure to provide transparency relative to this action is highly unethical and is obviously a tactic to discourage the small business owner from ever terminating the service agreement for your product once initiated. In addition when terminating the agreement, the Brandrep representative quoted a sales price for the url in question that represented a substantial mark up (1000%) over the normal cost to register the domain. These actions combined, by definition, do in fact constitute a violation of the Uniform Domain Dispute Resolution Policy regardless of your company’s position on the matter.

As for other examples of questionable tactics used by your company, we can provide you an email where your representative requested our User Login credentials to access the Google+ site for The **** *********. When we informed them that providing such information to a vendor was against company policy and requested more information along with steps for what “needed to be done” to the Google+ site, they never replied. Your company’s representatives also created multiple directory listings for The **** ********* and in doing so never once provided the User Login credentials for these listings to us. We have taken control of the aforementioned listings that we felt were important and have corrected the misinformation in the listings. 

Based on these events, The **** ********* felt obligated to file complaints with various entities in an effort to warn other small business owners about your company, your company’s services, and unscrupulous tactics.

To put it nicely, your company’s services are suboptimal and provided no benefit what so ever at a substantial cost therefore we terminated the agreement. In conjunction with the termination of the Brandrep agreement, we have redefined the web presence for The **** ********* via a new url, a new web site and ongoing viral marketing campaign. Since that time, we have observed a steady increase in retail sales directly attributed to the new web presence.

If Brandrep feels the need to provide another local business, specifically a competitor of The **** *********, with the url you mentioned and your company’s suboptimal services along with substantial expense, then by all means please do so.

Good day sir.

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

Business Response: Hello ******,

I apologize for the confusion. Again, we purchased the domain name as a part of our Local SEO service. We also created a free website for you as a part of our Local SEO service. The domain we purchased hosted the site we created. We have no contractual obligation to supply you with a transfer of the domain name.

We would however be willing to sell you the domain name, www.**********************, for $395.

Thank you very much for your time and consideration,

*** *****
Manager, Client Services Department
BrandRep, Inc.

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.

Mr *****

We reject Brandrep's offer to sell the domain www.********************** for $395.00 due to the price being unrealistic to say the least.

The **** ********* submits a counter offer of $15.00 to purchase the domain www.**********************.

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



9/8/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Well first off when I first spoke to them on the phone, they were very persistent that they could help me out ORGANICALLY hitting on the first page of google search. Now here is the thing, I ALREADY am. The issue is after the first day I got a phone call saying WE NEED YOUR Login information for google, I said its against googles policies for random ips to be loggin in under one email. Whatever going past tha, I foolishly gave them access, and before oyu know it they are adding keywords to my google page that had nothing to do with my business, they didnt hurt my rating but they sure as heck didnt help it either. They say they dont issue a refund but I say bump that, 2 weeks no results? I put myself in Yp, Yelp, Bing, FIXED MY STREET address by talking to someone on GOOGLE, which they should have at least done. I have emailed several people from their company and no one eveer responds since they got my money. Horrible service, refund me.

Desired Settlement: Refund me and DO not try to charge me, I will be calling my bank in the morning about this lovely service you said you offered when in reality you did nothing.

Business Response: Dear BBB of San Diego,

 
We are responding to Complaint ID #10176173.
 
Attached is our direct email response to our client, *** ****** at VapeL1fe, located at *** U.S. 1 in Edison, NJ.
 
Also attached is the refund receipt for the one, and only, transaction that was processed on 7/30/14 for $195. We issued the refund and canceled Mr. ******'s account on 8/13/14.
 
Please let us know if there is anything else we can do to ensure that this complaint is resolved successfully.
 
Thank you very much for your time,
 
*** *****
Manager, Client Services Department
1-800-405-7119 Ext. ****
s*****@brandrep.com
 
 

8/4/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Company promised that our business would show up on google, bing, and yahoo within 48 hrs. Also they stated they were with google, which they are not. Also, promised that they would create a website for us, which they did not. Asked for a refund and they refused.

Desired Settlement: I want a refund as well as an investigation of this company.

Business Response:

Hello my name is ****** ********, and I work with BrandRep. I tried reaching you by phone and email multiple times. We had your ad live on Google as seen in the screenshots attached to the emails I sent you. The combination of the products in your package working as one cohesive strategy could have produced exceptional benefits for your business. The ads we worked on was on Google only and the optimization services focused on the organic section Google, Yahoo! & Bing. Google ads are instantaneous while the organic section requires patience with optimization services.

 

I was optimistic to speak with you as a valued customer of BrandRep. We are unable to refund you since you have disputed the charges already. I wish you and I had the opportunity to speak. Sincerely, I wish your business prosperity and longevity.

 

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

7/8/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My husband and I used Brand Rep for some internet marketing. they fraudulently represented themselves as Google, would not fix anything we asked them to unless I called back at least four times, Got upset and demanded a manager over and over, and didn't return calls. Added strange pictures to our places page and it took us 2 weeks to get them to address any complaints. They actually had me do all the work with Google to address some of the issues we were paying them to handle. We were told we were stuck in contract and would have to wait three months. We have done so with patience, I called today to tell them they have damaged our business, that we had higher rankings before they got ahold of our business listing. I was told I have called in over 18 times with issues and they deserve to keep our money. I was refused a supervisor and told this *** character was the top of the line for answers, and hung up on. When I called back they said my account was cancelled and were very rude and argumentative.

Desired Settlement: I don't think they should be able to treat people this way. Misrepresent themselves, and refuse service, and not expect people are going to want a refund. Google Brand rep and you will find ample evidence of forums of people with this self same complaint. What can be done? Total billing from them is: 780.00

Business Response:

Dear BBB,

 

After speaking with ******* *******, we both agreed to end our partnership. ****** expected the seo process to be expedited. She was with BrandRep for a duration of three months which is still within our service guarantee to have her business ranking. Regardless of all of the work we did to help Rachael’s online presence, she insisted that she’d rather cancel her account and receive no further help.

 

With the utmost sincerity, it was our goal to keep ******* as a happy customer. We are sorry to see this complaint and Rachael’s feedback will improve our service quality.

 

 

Thanks,

 

******

Consumer Response: To Whom it concerns:
Brand Reps representation of the circumstances are not honest and forth coming. I stand by my original complaint. Furthermore We did not agree to end our partnership amicably. I fired them, because they did not do what they said they would, and I was doing their work for them. I am still requesting a refund.
 
Thank you,
******* *******
707-450-5956
**********@live.com

Business Response: BrandRep reached out to *****'s Carpet amicably. ****** ******* turned down the opportunity to speak with us and settle her complaint. We respect her wish to not be contacted and we are sorry that she didn't have success with BrandRep.  We wish her luck in her future endeavors. 

 
Thank you,
******

6/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Brand Rep contacted me and offered to build a website and perform SEO. I was told that I would have a new website and be on the first page in 90 days. Neither of these events have occurred. Instead a "ghost" website has been created using a different web address than mine. Neither webpage is occuring on the first page. I was mislead and lied to regarding what services would be provided. I am requesting a full refund in the amount of $495

Desired Settlement: I would like Brand Rep to refund my money $495

Business Response:

Hello *****,

My name is ****** ******** and I work for BrandRep, I received a notification of BBB complaint and I wanted to personally respond to help resolve your concern.

I reached out to you via the telephone to personally help you, and ensure you are better served. Your unfortunate experience is not taken lightly. 

I’ll do all I can to make sure you are happy with BrandRep. Please call me at ************** *** ****

 

Sincerely, 

******

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,

***** *****

6/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am the office manager for a small family owned landscape & irrigation contractor in ********, AZ. At the beginning of this year (Jan 2014), I started a 3 month trial with Brand Rep in order to make ******* ********** website more available for searche engines on the web (google, yahoo, bing, etc.) after 3 months, I am trying to cancel services with Brand Rep for ******* ********** since our small company is not getting results as promised on search engines. We have invested over $1000 with Brand Rep, and it is just not working (search engine results), so I would like to try another company. In order to try a different company, AZ ********** must first cancel with Brand Rep. I called to cancel services twice, but both times I had to talk with the manager (*******) and he tried to convince me that their services were working, but both times I requested cancellation since I told ******* that I am not convinced it is working so I just want to try another company. After the 2nd call, I requested cancellation via email to cs@brandrep.com since that is where\how the Brand Rep documentation stated that is how to cancel & every email requests confirmation back from Brand Rep that the contract was canceled, but all that comes back from Brand Rep is a reply that ticket #XXXX is now closed, followed by phone calls from Brand Rep trying to convince me not to cancel. The last\fourth email I sent, I again asked for confirmation back or I was going to complain to BBB, and I got the same: reply that ticket #XXXX was closed followed by phone call from Brand Rep. but no cancellation confirmation.

Desired Settlement: Written email confirmation to ***********@msn.com the contract with ******* ********** is cancelled and no more phone calls from Brand Rep to either our office phone for cell phones. Also, immediately stop monthly Brand Rep charge to credit card.

Business Response:

***** *******,

 

On behalf of BrandRep, I would like offer our most sincere apologies for any misunderstandingsmade while handling your account. It was an oversight for which I accept full responsibility for. To remedy this situation, I have that your BrandRep account has been fully cancelled and your credit card is not to be charged again. We try our best not to make mistakes, but when they happen we try to fix them!

 

Rest assured that your unfortunate experience is not taken lightly. I'd like to speak with you personally to assure you that this issue has been fixed.

 

 

Sincerely,

 

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

6/13/2014 Advertising/Sales Issues | Complaint Details Unavailable
6/11/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: 1. Whilst looking for this company on the BBB and realizing they had no reviews, the representative (****) said that was because the BBB in California was not legitimate because employees were paid off to rank businesses. Needless to say, there was no rating and I believed what he said. http://www.bbb.org/orange-county/business-reviews/internet-marketing-services/brandrep-inc-in-irvine-ca-100113542/2. **** also stated that if their service did not work that I would get my money back, then calling back today Patrick said that was not the case and that they would work for me for free if they did not have me on the front page of google. 3. I feel I was mis-led, they called me stating that there was a guarantee to have me on the first page of google by placing me in various directories, which I now realize is **** and ****** *****, which Im already signed up for. They have made me a generic webpage which makes me mis-lead my customers because that is not a representation of me. 4. They make claims that they are partners with Google and Bing5. When I email them to be asked to be contacted, I don't receive a phone call.

Desired Settlement: I would like a re-fund and everything that they have done and put out there on the internet deleted and for them to NEVER contact me again.

Business Response: My name is ****** ******** and I personally called ****** ***** to address her concerns. ****** was very happy that I was able to resolve her concerns and issue her a full refund. 

On behalf of BrandRep, I am sincerely sorry to see this complaint. I wish ******'s business longevity and prosperity. 
 
Thank you,
 
****** 

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,

****** *****

6/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: BrandRep contacted us through telemarketing. We were having issues popping up on Google Places in our city for preferred Google searches. BrandRep made big promises that with their service they could guarantee first page placement on Google Places. As with any SEO services, 3 months of service would be required to see results. BrandRep, after a few months claimed to have us showing on first page Google Places searching. Which technically, if you search for a "hair salon" in our zip code we do pop up, however, when we signed up, BrandRep deceived us into believing we would have first page placement for the city, not the zip code. We had numerous problems with Google Plus pages being deleted by BrandRep without our permission and reclaimed, causing data error messages inside our Google Places listing and a mess that Google has spent months trying to unravel. BrandRep instructed us to contact Google to fix the error, so we did. When we called to cancel our service with them, BrandRep said that we shouldn't have contacted Google, because they can not guarantee their service if an outside source is working against them. I have an email trail that documents my conversations with Google with attempts to connect Google and BrandRep to resolve the problem. We were told that we would be able to regain ownership to our listing when we cancelled our service with them. BrandRep acted suprised when Google responded that there were duplicate listings on our business, even though the duplicate listing was created by them. Our business now has an unverified Google Plus listing that neither BrandRep nor I have control of or ability to gain control of, a broken link to our Google Plus page via our Google Places listing and reviews that aren't linked to our Google Plus page. This may sound really technical and unimportant, but the reality is that businesses rely on web visibility. Not only did BrandRep not do what we paid for, but the problem is 100 times worse than before.

Desired Settlement: We would like for the Better Business Bureau to take this complaint very seriously and reconsider having BrandRep as an Accredited Business with the Better Business Bureau. A refund of the monthly fees and set up fees associated with services. We have paid BrandRep $1000 since our service inception on September 6, 2013. More importantly, we would like for BrandRep to delete the Google Plus listing that they created and are refusing to give us ownership of.

Business Response: My name is ****** ******** and I work for BrandRep. I remember speaking with **** ****, and I wanted to personally respond and help resolve her BBB complaint. 


I apologize for the confusion, and any difficulties **** had in attempts to claim her listing. As **** requested we released her listing so she could claim it and take ownership of it. 

I wish **** had allowed us to be in contact with Google while we worked on your account, in order to avoid any discrepancies. After replaying our conversation I do recall there was a secondary listing that was claimed by either **** or somebody else. Unfortunately, we don't have access to that listing and nor did we create that listing. **** has since closed her account. She and I spoke a few days after she cancelled, and I answered her questions to assist her further. 

I would recommend **** to contact the person who verified and claimed her secondary listing, as we don't have access to it. With the utmost sincerity, it was our goal to keep **** **** as a happy customer. We are sorry to see this complaint.


Thanks,

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

6/2/2014 Problems with Product/Service
6/2/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This company 'robo-called' my cellphone for the second time misrepresenting themselves as Google. I was encouraged to 'press 1' to verify my Google Maps listing. When done, it went to a sales rep who suggested they were a special partners of Google's. The fact is they are an internet marketing firm who is simply certified to sell Google AdWords which is an easy and common accredition to obtain and not related to the free listing every business receives on Google Maps. After I attempted to ask them about this, the phone rep just kept claiming they were a certified partner and continued to misrepresent themselves.I asked that they place me on their 'Do Not Call' list. His response was sarcastic and insulting and although he said he would do so as he hung he said 'Not'.

Desired Settlement: See Complaint Text

Business Response:

Hello ****

 

My name is ****** ******** and I work for BrandRep, I received a notification of BBB complaint and I wanted to personally respond to help resolve your concern.

 

I would like to place your phone number on BrandRep’s do not call list. Is 647-519-5247 the only number you’ve been contacted on? Please advice.

 

BrandRep understands your request and I’ll do all I can to make sure we honor that.

 

 

Thank you,

 

******

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.  However, this does not help others who may be victims of their mis-representation of their role representing Google. However I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*** ****

6/2/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Company is continuing to harass us with solicitations via phone. We have repeatedly told them to remove us-for months-from their list, and place us on a Do Not Call List. Both daytime and evening numbers are registered on national and Florida Do Not Call Lists.Reps are calling, pretending to be Google, to work for Google, to be a certified company selling Google services, and refuse to a) remove us, and b) hang up when asked.Our attorney has advised us that we have every right to sue them in court, and this is an FTC violation.

Desired Settlement: See Complaint Text

Business Response:

Hello *********,

                    

My name is ****** ******** and I work for BrandRep, I received a notification of BBB complaint and I wanted to personally respond to help resolve your concern.

 

Because it’s possible that different sales representatives unknowingly reached out to you, please share with me if you recall more than one sales calling you.

 

I would like to place your phone number on BrandRep’s do not call list. Is 647-519-5247 the only number you’ve been contacted on? Please advice.

 

BrandRep understands your request and I’ll do all I can to make sure we honor that.

 

 

Thank you,

 

******

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 do not know if this is the only number that they have used to call me, but I do wish that my cell phone number, which ends in ****, to be placed on a DO NOT CALL list.

I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

********* ** *******