Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We file a complaint against Hesketh Media LLC (DBA Speakers Inc) for failing to refund a USD ****** deposit ($****** speaker fee + $ 400 meal allowance) for a canceled speaking engagement scheduled for 13 May 2025 in ******, ********On 15 Apr, we contracted Speakers Inc for a speaker engagement, and paid $****** on 16 Apr. On 9 May, Heskeths principal, ****** Hesketh, informed us the speaker had a car accident and could not travel. ****** confirmed the speaker acknowledged the need to refund the deposit (I know). The client declined both the replacement speaker offered by Speakers Inc and a virtual presentation by the original speaker. We absorbed $***** in travel penalties as goodwill and refunded our client the full $******.Despite having no refund from Hesketh Media at the time, we refunded the client promptly in good faithbelieving the agency would fulfill its responsibility.We requested a refund starting 14 May. ****** gave vague replies and cited (without proof) the speakers frozen bank account. Only after repeated follow-ups did he propose a repayment plan, but missed the first deadline on 23 Jun. And on 11 Jun, he invoked Force Majeureover a month after cancellation and the speaker acknowledging the refund obligation. The contract explicitly excludes car accidents from FM coverage. This delayed claim misled us, prompting our out-of-pocket refund.Despite repeated inquiries, ****** has not clarified whether any commission was retained. Since no service was delivered and we refunded the client in full, any retained amount is our agencys fundsnot commission.A 4 Jun blog post on the Speakers Inc website recommended protect your commission in no-show cases. This raises concerns about fairness.We seek a full $****** refund, including any withheld "commission". Hesketh Media, as the contracting party and payment recipient, is responsible despite challenges with the speaker.??Supporting documents uploaded separately (7 attachments).

  Business Response

  Date: 07/08/2025

  Hesketh Media LLC (DBA Speakers Inc) was contracted to secure **** ***** for a May 13, 2025 event on behalf of ******** ******t. On May 9, we were notified **** was medically unable to travel due to a car accident, supported by a police report and doctors note. We immediately informed the client and offered a qualified replacement speaker at no additional cost. The client declined both the alternative and a virtual session as per contract obligations.
  The signed agreement between Hesketh Media and ******** ******* clearly states: Hesketh Media LLC DBA Speakers Inc cannot be held responsible for talent who do not appear for any reason whatsoever. Accordingly, Hesketh Media is not contractually or legally liable for a refund.
  Despite this, we have worked in good faith to secure a voluntary refund from ****. He confirmed via SMS that he would repay $***** by June 21. As of today, no payment has been received.
  This engagement generated no profit for Hesketh Media. The majority of funds were disbursed to the talent. The remaining portion representing only half our normal commission was used to cover unrecoverable internal expenses, including briefing calls, content creation, and post-cancellation mitigation.
  The blog post referenced was a general industry article. It did not mention the client, the speaker, or this engagement.
  We will continue pursuing resolution from the speaker and will forward any recovered funds. We request that all public commentary reflect the facts, as reputational harm will be addressed if necessary.

  Customer Answer

  Date: 07/17/2025

  I wish to formally dispute the business’s response for the following reasons:

  1. Misleading Contractual Reliance:
     The business relies on a single sentence in the contract stating they are not responsible for no-shows, but this is taken entirely out of context. The agreement includes additional terms that place refund obligations on the agency in cases of cancellation not qualifying as force majeure. The speaker’s car accident does not fall under such a clause. The agency acknowledged this by offering a refund plan, which was never fulfilled.

  2. Breach of Promised Repayment:
     The business communicated that the speaker would repay USD 2,000 by June 21, 2025, with full repayment expected by July 11, 2025. To date, no payment has been received.

  3. Non-Disclosure of Withheld Funds:
     The agency has not disclosed how much of the USD 12,900 was kept as "commission." Since the engagement did not occur, there was no basis for a commission. Any portion withheld from the original payment is our company's property, not theirs.

  4. Unjustified Retention of Internal Costs:
     The business cites internal costs such as briefing calls and content preparation. These expenses were incurred at their own discretion and were never authorized or agreed to by us in the event of non-performance. Such costs cannot justify retaining client funds.

  We have acted in good faith throughout, including refunding our client in full and absorbing penalties ourselves. We believe the business’s response is not only insufficient but also misrepresents the contractual and ethical obligations involved.

  Thank you for your time and consideration in this matter. Please let me know if additional documentation or clarification is needed. I sincerely hope this case can be reopened for further review.

   

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

  Business Response

  Date: 07/17/2025

  Dear ****** / BBB Dispute Team,
  We are writing in regard to complaint #********, which was marked as closed on 13th July, with the status “Answered – BBB has not heard back from the consumer.”
  We have now been made aware of a subsequent message from the complainant submitted after closure. While we respect the consumer's right to express further concerns, we believe this attempt to reopen or relitigate the matter after the procedural deadline undermines the fairness and finality of your process.
  Our position remains unchanged:
  Hesketh Media is not contractually liable for the refund under the clearly stated terms of the signed agreement.
  The speaker’s failure to attend was outside our control and supported by medical documentation.
  We acted promptly and in good faith, including offering a suitable replacement at no additional cost, communicating throughout, and attempting to recover funds from the speaker.
  The complainant’s claims about internal costs and commission are both factually and contractually misrepresented.
  Unless BBB reopens the case through formal notification, we respectfully request that our response stand as final and public record. We trust BBB will continue to uphold its standards for balanced and timely dispute resolution.
  Thank you again for your support and professionalism throughout this process.
  Sincerely,
  ****** *******
   Director, Hesketh Media LLC

  Customer Answer

  Date: 07/20/2025

  Dear Ms* **** *******,
  
  Thank you for sharing the business’s response regarding Complaint ID #********. I respectfully reject the response.
  
  While Hesketh Media LLC (DBA Speakers Inc) states that the speaker’s absence was beyond their control, the cancellation does not fall under the force majeure terms of the agreement. The refund obligation remains unmet, despite earlier acknowledgment by Hesketh Media LLC and their initial proposal of a repayment schedule.
  
  The proposed replacement speaker was inadequately briefed and not well prepared — an issue Hesketh Media LLC itself acknowledged. This did not provide a comparable substitute for the original engagement.
  
  With respect to the internal costs of Hesketh Media LLC, there was no agreement for our agency to cover such expenses in the event of non-performance. Retaining any portion of the funds under this justification is not supported contractually or ethically.
  
  This was a co-brokered engagement. It is neither fair nor reasonable for our agency to bear the full financial burden while the other party retains funds despite the service not being delivered.
  
  The BBB has already accepted our explanation for the delayed response, and we appreciate your continued support in reviewing this matter. If Hesketh Media LLC is confident in its position, further examination should be welcomed.
  
  
  Warm regards,
  ********* ****
  ******** ******* *******