Complaints

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• Initial Complaint

  Date:17/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  Our agreement was only for the 15 leads at $750 - thats it. There was no mention of a recurring contract, no signed contract or consent. 
  I received 15 leads by end of October, then nothing in November and then you decide to charge my credit card in December? That is not how business is conducted. Listen to the call recordings, i spoke to your sales rep (who you said conveniently no longer works there).
  I prepaid for the 15 leads @ $50 each, if there was any truth to what you are saying why would you make me prepay the first 15 leads, then do nothing in November and then flip flop again and send leads (not prepaid or ordered) for December and the expect to enforce a non existent contract on me? You charged my credit card for those leads without my consent and when i called ********** they understood and reversed the unauthorized charges. 
  Our only business agreement was to try 15 leads, prepay for the 15 leads @ $50 each - which i did. After that if the leads were deemed good we would enter into a contract and if no good we good go our separate ways. 
  After receiving the 15 leads which i was unsatisfied with, i didnt make a fuss. I went with another company paid them a few thousand dollars - then we mutually agreed to go our ways. 
  After that i signed up with another company and tried them for a few months and settled out account as agreed and moved our separate ways. 
  There is still a company i am dealing with and pay 3000 a month on leads as i deem them to be of good quality. The reason i bring up the other 3 companies is to show that i need leads and am willing to pay a company that can provide good quality leads. More so i like dealing with honest people and myself am an honest and straightforward person. 
  You are being a ***** and trying to ram a fake contract that was never agreed on or signed up for; our dealing was only 15 pre paid leads - that is it.

  i don't owe you anything and what i ordered was pre paid. You cant flip flop and make up false contracts and charge peoples credit card or play with their credit profile.

  Be warned if my credit is tarnished because of you supplying false context and false contracts to a collection agency i will pursue you and the collection agency to the full extent of law & recover damages.

  *** *****

  ans explained the situation and they reversed the charges. After some back and forth he sends ********** info to credit collections and now has a sub par collection agency chasing me down for unauthorised and unwanted leads. I need help to stop this *** ****** from ruining my credit.

  Business Response

  Date: 22/04/2025

  Hi ***,
  
  Thank you for sharing your concerns. I want to clarify a few important points on our end regarding this situation:
  
  1) Prepaid Agreement: You agreed to purchase 15 prepaid leads for $750, which were delivered between Oct 22 and Oct 31. In fact, we provided 17 leads—2 extra at no cost—as a goodwill gesture.
  
  2) Continued Delivery in December: On Dec 4, additional leads were sent as part of our ongoing service, which you did not cancel in writing. Our system and agreement specify that service continues unless explicitly paused or cancelled. Your representative acknowledged receipt of the leads, and there was no formal request to halt delivery.
  
  3) Payment & Dispute: Your credit card was billed appropriately for the additional leads received. When you reversed the charges after consuming the leads, it created a balance owed for services rendered. You did not notify us beforehand, and instead utilized the credit card dispute process, which unfortunately left us with no option but to escalate the matter.
  
  4) Collections: As per our policy, outstanding unpaid invoices are referred to collections when unresolved. We supplied documentation to validate the charges, which were for legitimate services provided.
  We’re happy to resolve this amicably and remove any collection activity, but that requires settling the outstanding balance. We're not in the business of hurting anyone’s credit, but we do have a responsibility to recover payment for services delivered.
  
  Please let us know if you’d like to come to a resolution.
  
  Best regards,
  ******** ****
  CEO 

  Business Response

  Date: 29/04/2025

  Hi ***,
  Thank you for your detailed response.

  To clarify again:
  You prepaid for 15 leads, which were delivered in full—plus 2 complimentary leads. This part of the agreement was fulfilled. There is no dispute on that portion.

  
  Regarding the additional 12 leads in December, those were not "unsolicited" or part of any deception. They were sent in good faith based on your ongoing communication with our team at the time, not as part of a recurring charge or formal contract. Our records indicate there was no written request to halt delivery, and your representative acknowledged receipt of these leads.

  When you disputed the credit card charge after receiving and using the leads, it became a matter of non-payment for services delivered—nothing more, nothing less. Just as you value honesty and fair business, we also expect the same.

  We have never claimed you signed a long-term contract. We simply fulfilled a service and billed for what was delivered. When the invoice went unpaid and the charge was reversed without any prior notice, we were left with no choice but to initiate the standard collections process.

  That said, we have no interest in harming anyone’s credit and would prefer to resolve this professionally. We are open to settling the matter for any reasonable amount. If you’d like to propose a fair resolution, we’re happy to submit it for approval and formally close the file.
  Let us know how you’d like to proceed.

  
  Best regards,
  Leads On Demand - Customer Care

  Customer Answer

  Date: 02/05/2025

  
  
  Complaint: ********
  
  
  
  What do you mean “Our records indicate there was no written request to halt delivery”; there is no written agreement for you to provide me any service beyond the 15 prepaid leads, there is no written or verbal agreement for any service from your company other than the 15 prepaid leads. You can choose to send 2 complimentary leads or 200 - i ordered 15 and paid for 15. One would assume that if you were running a legitimate business *** *** * ***** ******, that there would be some sort of consistency. One month you choose to have me pre pay for 15 leads (October - and send me 17 instead, I asked and paid for 15), next month you send nothing (November) and then one month you send me a random number of leads - again not 15 and expect me to pay for those unwanted, unrequested and unqualified leads? 
  So there is no question, merit or onus on me to cancel anything. You as a business need to follow up after the 15 prepaid leads and ask the customer are they ready to enter into a contract, were the leads good etc - you did none of that.
  You charged my credit card without authorisation after 2 months of illegally storing my card number - ***** ** *****. Just because you have a consumers credit card number does not allow you to charge at your free will.
  If there was an ounce of truth or creditability in what you are saying you would charged my card on Nov 1st and said *** we charged your card and will be sending you 15 leads for November - you didn’t do that. Because you knew *** only pre paid for 15 leads and got his 15 leads. You sat around for a month, then all of a sudden send leads for December and the charge the card in January?! You dont have authorization or an agreement to do any such thing. 
  You sending this to collections is you last attempt to “scare” me into ************ paying you. If my credit is tarnished because of this i will sue you and press ******** charges for ******** my credit card information. 
  You need to submit a contract written or verbal to BBB or the courts - there is no contract or consent beyond the 15 prepaid leads. Why are you having such a tough time understanding and accepting that?

  
  
  
  *** *****

  Business Response

  Date: 09/05/2025

  Hi ***,
  
  Thanks for your reply.

  To clarify again—at the time of purchase, you completed checkout through our online system, which included accepting our Terms & Conditions via a required checkbox. These terms clearly state that our service is month-to-month and requires two weeks’ notice to cancel. This is standard practice and was in place to avoid misunderstandings about billing cycles.

  Your card was saved in **********, our invoicing platform, via the required “save card for future payments” checkbox. ********** is fully PCI-compliant and authorized to store card details for ongoing billing. The December payment was processed automatically and in accordance with that setup. As with your first transaction, an email confirmation and receipt were sent to you at the time of payment.

  As for the December leads, we have clear delivery records—dates, times, and data points—confirming that 12 leads were sent between Dec 4 and Dec 18. There was no cancellation or opt-out received on file prior to this.

  We understand your position and that you may have expected a one-time purchase. However, based on the agreement you acknowledged at checkout, and the automated nature of the billing and delivery process, we fulfilled our obligations appropriately.
  That said, we are not here to cause conflict. Our goal is to resolve this professionally and fairly. We are open to settling this matter for a reasonable amount, and would be happy to close the file upon agreement. Please let us know what you believe would be a fair resolution, and we’ll submit it for internal approval.

  
  Best regards,
  Leads On Demand - Customer Care
  

  Customer Answer

  Date: 14/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Let me be absolutely clear: your claim of a “standard terms and conditions” agreement is entirely baseless. No such agreement was ever presented, reviewed, or signed. A legitimate business would never operate without providing clients with clear, documented terms — which you failed to do because such a document does not exist.
  There was no contract. If your claim held even a shred of truth, a copy would have been provided at the time of payment or service. It wasn’t — because it never existed.
  What you are doing now is not only misleading, but dangerously close to willful misrepresentation. It reflects either a complete breakdown in your internal processes or an intentional attempt to fabricate terms retroactively.
  Let me remind you: the only valid arrangement was a prepaid service, which was fully paid. Attempting to introduce “standard terms” after the fact is not only unprofessional — ** ** ******* ************.
  
  These circular discussions are a waste of everyones time. Your time — and mine — would be better spent moving on.
  
  

  Business Response

  Date: 15/05/2025

  Hi ***,

  Thank you for your continued correspondence.

  To be clear, no contract was introduced “after the fact.” Our checkout system requires every customer to explicitly accept the Terms & Conditions before completing any transaction. This is handled digitally — just like any modern e-commerce platform — and is a legally accepted method of agreement under Canadian and U.S. e-commerce laws.

  
  You checked the box agreeing to these terms when you prepaid for the original 15 leads. That digital acceptance is timestamped and stored in our system. The Terms clearly outlined that this was a month-to-month service with a two-week cancellation policy. Your card was saved for future payments via **********’ secure, PCI-compliant billing process — not by us manually.

  
  The December leads were sent automatically as part of the ongoing service you agreed to. We also have documentation confirming delivery and **********' confirmation emails showing the charge notification. We understand you disagree with the process, and we respect your right to do so. However, from a business and legal standpoint, we acted within our rights and delivered what was agreed upon — both in leads and in billing.

  That said, we are still willing to resolve this amicably. If you feel there’s a fair compromise, please propose a settlement amount, and we’ll review it for approval. Our goal is not to prolong this, but to bring closure in a way that respects both sides. Let the collections agency know the amount you would like to settle for and we'll approve it.

  
  Let us know how you'd like to proceed.
  
  Best regards,
  Leads On Demand : Management Team

  Customer Answer

  Date: 20/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  At this point, it's becoming increasingly clear that we're going in circles. Despite multiple attempts to clarify the matter, your responses continue to ignore the core issue: there is no contract beyond the limited transaction we agreed to — 15 prepaid leads, which were delivered & pre-paid for as discussed.
  You keep reiterating the same points without acknowledging or addressing the substance of what has been communicated. This raises the question — are you actually reading the responses being sent, or are you simply copying and pasting the same script without thought or review?
  Let me be perfectly clear:
  There was never a contract.
  There were no ongoing terms or commitments _ only 15 pre paid leads - thats it!
  The transaction was strictly limited to a one-time, prepaid lead package — which you received the payment for and i received the 15 leads.
  Any further attempts to mischaracterize the nature of our interaction or assert baseless claims will be seen as deliberate misrepresentation. I strongly suggest you take a moment to properly review the correspondence and stop wasting both our time with repetitive and unfounded responses.
  

  
  *** *****

  Business Response

  Date: 26/06/2025

  Hi ***,

  We've proposed various solutions to this matter, you have yet to select one. I'm not sure what else to tell you. 

   

  Business Response

  Date: 27/06/2025

  On October 22nd, 2024, the customer subscribed to a product (15 leads) that bills monthly. (*** ******** **** *****************). The page on which the customer entered his payment info clearly states that this is a subscription product, and that by subscribing, he allows us to charge for future payments in accordance with our terms of service. The customer additionally agreed to our terms of service in our product configuration form (*** *************************). Our monthly lead plans synchronize to the first day of the month that's no sooner than 15 days from the initial order, thus the customer's next order came on December 1st, 2024. After receiving his second full order of 15 leads, on December 26, 2024, the customer claimed we did not have authorization to have charged his card for his second order. He originally cited that there were issues with the quality of the product and requested we do not renew his subscription again on January 1st, 2025. We promptly cancelled the subscription, and reached out to rectify any issue with the lead quality. (*** ******** **** *************************************). The customer did not return any requests to rectify issues with his product. Instead, in bad faith he issued a chargeback which we disputed. For additional context, we have attached files that show the customer received his two full orders (****************) was informed on ways he could return the product for a replacement (*****************) and had alerts enabled so that he could see the product being delivered in real time (************************).