Complaints

This profile includes complaints for Agent Image's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Agent Image

  1700 E Walnut Ave #400 El Segundo, CA 90245-2609

  
• 

  Agent Image

  12 Washington Blvd Fl 2 Marina dl Rey, CA 90292-5124

  

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:02/13/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  In May of 2022 we entered into an agreement with this company to build a website for our real estate brokerage. We were very specific about the features we were looking for and that we would not move forward without confirmation from their development team. The salesperson told us, in writing, that the features were very easy to add and so we moved forward. When they finally completed the website for us, we did not get the main features we were looking for. They tried to tell us that wasn't part of what they offer, so we sent them all the emails and texts with their salesperson. They then told us they could do it, but that it would be $4,000 extra per month. We have since demanded a refund and keep getting a runaround and now they have stopped communicating with us. Do not use this company. You will be scammed.

  Business Response

  Date: 03/13/2023

  This has already been settled with the client prior and the complaint may been filed prior to the amicable settlement.

  Customer Answer

  Date: 03/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/28/2022

  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.

  I paid Agent image over $6000.00 to create a website for me they did create the website however the reason for creating the website and paying this much was it also was promised to bring in leads however I have not received one lead from this website in over a year. I have continuously reached out and no-one has been willing to help me.

  Business Response

  Date: 01/11/2023

  We are unable to accede to the client's request for refund. The site has been live and marketing work has been presented, approved and applied to the site. Based on the terms of service which the client digitally signed off on, in this case item C applies:
  
  WEBSITE DESIGN/DEVELOPMENT AND INTERNET MARKETING SERVICES - Refunds of fees paid for development of the website or ******** marketing services may be issued on accounts cancelled within 15 days of the initial sale and prior to the completion of the website according to the following schedule:
  A) A minimum of a 25% cancellation fee will be retained by TDP on cancelled accounts even if no work has been started and no content has been submitted by Client.
  
  B) A minimum of a 50% cancellation fee will be retained by TDP on cancelled accounts if work has been presented to Client; or TDP has made multiple attempts to work with Client, and Client has not responded to those attempts.
  
  C) A 100% cancellation fee will be retained by TDP and NO REFUND issued if any changes and/or modifications requested by Client have been completed by TDP. No Refund will be issued on any website or ******** marketing service cancelled after services have been rendered, including but not limited to, the design work having been completed and/or the website taken live.
  
  D) 100% cancellation fee will be retained and NO REFUND will be issued by TDP if Client cancels after 90
  days from the initial sale
  
  The attached PDF shows all marketing efforts being in place.
  See Attachment/File: On-Page SEO for **********************pdf

  Customer Answer

  Date: 01/13/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They have not done what they said they would. I would have never paid for their service if I would have known they would not deliver on their service.
  

  Business Response

  Date: 01/30/2023

  We have provided proof that we delivered what was agreed upon.
  
  The client gave launch approval on 1/15/2022:
  Assigned To
  **** CopiosoCora Copioso
  
  Subject
  Launch Approval and Domain Access
  Phone
  **************
  Due Date
  1/15/2022
  Email
  ************************** Compose Gmail (New Window)Gmail
  Priority
  Normal
  Type
  Email
  Status
  Completed
  Logged Call Status
  Other
  Name
  *********************
  Call Result
  
  Time Spent (minutes)
  5
  Related To
  59069
  
  Public
  Checked
  
  Comments
  Re: Website Update : napavalleyhomesandestates.com
  External
  Inbox
  
  *********************
  5:33 AM (15 hours ago)
  to me, *****, April, ******
  
  My go daddy account info is ************************** Password is Sm020283!
  
  Site looks great thank you I approve it.
  
  We carried out the *** work as detailed in our attachment in the previous response.
  

• Initial Complaint

  Date:11/02/2022

  Type:Customer Service 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.

  In June I contract with Agent image to build a website. The sales person was in the US. Once I paid the $2500 deposit I found out our primary contact would be in the Phillipines. On our very first call she had internet connection issues and we were not able to communicate very well. It was also apparent that English was not her primary language. We continued but she just didn't understand that we wanted a custom luxury website which is what we paid for. We requested many edits. Most were not made and they even had pictures of rhe wrong city! I also paid to have my neighborhood's written but and was told it wasn't covered. I went back and had to show them that indeed I paid for that. When they sent the write ups the very first sentence had an ridiculous mistake and the rest of it was written very poorly. We requested they rewrite. Also i was told ai would have to pay an additional $500 per month to have the search function. This was not explained in our initial conversation. We decided against the search option. About 7 times we had to go back and tell them we were not doing the search. At this time I requested a new account manager and upgraded designer, Native Engliah speaking and with luxury experience. It's been 3 months now. They sent me to a new guy, also from the Phillipines. I requested a full refund. They said no, this was 3 weeks ago and I decided I would continue with them instead of starting over since they have all my notes. We have called, left messages, sent many emails and for almost 2 weeks we got no response. They have purposely drawn this out so long that I can no longer dispute with my credit card company. At this point I do not trust them and just want a full refund so I can start all over. Thanks.
  

  Business Response

  Date: 11/07/2022

  We have reached out to our client and her representatives. As work has been started, presented and revisions have been made, a refund is no longer applicable.
  
  The client and their representatives have expressed their desire to continue with the project and have a meeting to discuss resuming work tentatively set for 11/8/2022 at 12 noon CST.

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/11/07) */
  We have reached out to our client and her representatives. As work has been started, presented and revisions have been made, a refund is no longer applicable.
  
  The client and their representatives have expressed their desire to continue with the project and have a meeting to discuss resuming work tentatively set for 11/8/2022 at 12 noon CST.

  Customer Answer

  Date: 03/02/2023

  The website is still pending and until now it is not yet completed. 1/23/2023 I made a follow up with write *** that would be needed on the website. I wanted to review it first before my Zoom meeting with the Agent Image on 1/31/2023. I received a response same day 1/23/2023 that the write-*** are in progress and will try her best to complete it that week. 1/26/2023, my assistants made another follow up about the progress of the write ***. 1/27/2023, received a response from ********, saying " I apologize for the late reply.  I was trying to have them ready by today.  Today has been pretty busy. I will email them over the weekend so that you can review them before my call with ******** on Tuesday. Please let me know if you have any questions". 1/30/2023, my assistant made another follow up with the write ***. I did not receive anything over the weekend for me to review. 1/30/2023 her response was " I apologize for the delay, but I will get you the write *** today.  I thought I was going to have time this weekend to finish things up and I didn't.  I was supposed to be off today (for my Birthday) and ended up working all day - I will get them over to you today". She promised that write *** weeks ago and then there's another delay. It seems she/ they don't feel the urgency of the situation knowing that my website is still on progress now and incomplete for almost 8 months now. ********, the agent who supposedly taking care of the website sent me an email 1/30/2023 saying " I understand your frustration.  I'm trying to do the write-*** myself (which is out of my purview), and I have limited time since I primarily work with website development.  I had the write-*** on my plate essentially for the last couple of weeks, and I've been trying to work them into my schedule.  I will send them over tonight. Hopefully, I will do a good job. I'm working to finish them now ". 1/31/2023 she sent the draft of the write up 8:57 AM and I do not have any time to review it prior to my meeting with her. I have been dealing with these people for almost 8 months now and nothing is happening. I want a refund to this project. 

  Business Response

  Date: 03/14/2023

  We are unable to accede to the request for a refund based on terms of service which the client digitally signed off on. Moreover, work has been carried out and two concessions have been given.

  "No refund shall be given to the Client for cancellation for convenience, which is made three (3) days after payment. Notwithstanding this, the Client may treat all advanced and processed payments to TDP as credits for future services and projects. TDP shall furnish the Client with its latest billing details upon cancellation to
  reflect the remaining balance usable by the Client for future services."
  

  We respectfully request that the client continue the work as we are at the cusp of finalizing the free community content we are providing at no charge. The content that the client raised concerns about were given at no charge, as goodwill. We likewise have also discounted the client's site by $500.00.
  

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 19311226
  
  I am rejecting this response because: 

  Let's take the $500 and have a professional writer work on the communities, if community write *** were not included in their services then their sales team should not have promised them to me. Please get a new invoice reflecting the $500 discount and find out what the other two concessions were and have then noted on the invoice as well and we can proceed. 

  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/22/2023

  We will as requested, send an invoice reflecting the $500 discount and other services that were given free as concessions.

  
  

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19311226
  When are you going to send the  invoice reflecting  the $500 discount and other services that were given free as concessions? Thank you

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/31/2022

  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.

  July 11, The Seller ****** tried to make me purchase a website design before show me the designs, He make me sign and give him my credit card charging me ***** dls. I told him not yet prepare to make this expense and he did it, charged to my account. I was trying to call by phone and email, until JUL 13TH received an email non-replay with a case no: XXXXXXXX letting me know, they will cancel....now is more than a month and the charge of ***** does not removed it from credit card and did not receive any service from them. This people is abusing to sell even when we said no! and they did not do anything to resolve or any job. I called many times to (XXX) XXX-XXXX and they did not answer. Also if you try to click on the blue lines where cancelation policies is, is not working no link to.
  They have in the contract:
  
  MINIMUM CANCELLATION FEE - Client agrees that a minimum cancellation fee of 25% will be retained by *** on all cancelled accounts even if no work has been started. The cancellation fee is charged to compensate *** for upfront expenses and services rendered, including but not limited to, costs incurred for the purchase of domain name(s) for developing the website, securing server space, creating the temporary website or space saver, employee expenses, marketing, and overhead costs.
  
  The Contract said ***** dls and they are charging me ***** dls is *** of the clause. Not 25%. They are abusing. This company do not have etics.

  Business Response

  Date: 02/21/2023

  The concern raised was resolved through the clients bank.

• Initial Complaint

  Date:08/18/2022

  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.

  I hired this company to build a website. I was told it would take two months. I paid them in full and it is over six months later and they still have not delivered the product. I canceled the website because they never completed it. Even after numerous instructions with all the information I needed they did not complete the website. They charged me ****** and refuse to refund my money even though they never delivered the product. I have tried numerous ways to settle this and they refuse to accept any culpability even though it is 100% their fault. They want to keep half my money even though they never delivered the product. They take weeks to return any emails and don't accept any phone calls. I don't recommend anyone do business with this company.
  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/09/07) */
  Per terms of service that the client agreed to and digitally signed off on we are unable to issue a full refund. Work has been presented to the client, and we have made multiple attempts to work with the client.
  
  B) A minimum of a 50% cancellation fee will be retained ****** on cancelled accounts if work has been presented to Client; or *** has made multiple attempts to work with Client, and Client has not responded to those attempts.
  
  The project started on 2/15/2022. The initial design meeting was held on 2/17/2022. The initial design was presented to the client on 3/3/2022. Revisions based on client's feedback were presented on 3/10/2022.
  
  We assigned a new Art Director to the project on 3/15/2022 as requested by the client after giving feedback to a supervisor that she was not happy with the design and wanted a new Art Director to work with. The Art Directer who was replaced is actually a Senior Art Director and has received and continues to receive accolades from her other clients.
  
  The design progressed and was finalized for conversion on 4/13/2022 where the client gave approval to convert the designs to a working website. Stating that:
  "Hi *******
  
  Hope you're doing well. I just want to touch base on your updated homepage design. Is there anything you want to change on the design or can we start converting the design to HTML?
  
  Best!
  ***
  
  
  *****************
  Apr 13, 2022, 8:02 PM (4 hours ago)
  to me
  
  No changes. I love the site so far.
  
  
  ************
  12:21 AM (0 minutes ago)
  to ******
  
  Glad you like it! May we move to the next step and convert the design to HTML?
  
  Please note that converting the homepage design to HTML is a labor-intensive process which may take 5 - 6 weeks to complete and any major changes made to the design after this step will be billed hourly. May we move forward onto the next phase of production? (Photos and text are considered minor revisions, we can replace them and finalize the content after the conversion process).
  
  
  Kind regards,
  ***
  
  *****************
  12:46 AM (39 minutes ago)
  to me
  
  Yes."
  
  We received a request on 4/25/2022 to expedite work on the site and get it launched ASAP. Which we did and prioritized conversion. Conversion was completed on 5/3/2022 and the converted website link was sent to the client on 5/3/2022 as well.
  
  Based on the above, work has been presented, a full refund is no longer applicable.

• Initial Complaint

  Date:08/16/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  October 2021 entered into a contract for a 6 month SEO project on my current website. I was assured it would be completed in 6 months! All information/access to my current website was provided to Agent Image. After 2 months I was told they could not implement the most important SEO pieces of the project which provides leads and drives business to my website. I contacted my sales person to find out why 2 months were wasted. He called told me that I needed a new website for the SEO and they could design it. He gave me a discounted rate which I now know is the regular rate - I paid for the website, they begin working. At that time they had completed the discovery phase and all meta-tags and pieces for the SEO project. The only thing left was to write content for the website - a total of 4 content pages, 1 per month per the contract. For 10 month there have been excuses, delays, changes in project managers, some of the content written in an elementary form, which I proofread each several times a total of approx 12 pages each piece of content. I even went into the document and made edits. Each community/content page I proofread no less than 4 times, made changes, had conversations with the project manager about the changes, and each time dragging out for weeks. Looking at the last edits now 10 months later, there were edits that were not uploaded to the site in my final approved document, content missing that I I spoke to the project manager about who said she was taking notes.
  
  The website moved along well but because content was being written it delayed the completion of the website. Some of the SEO was implemented in the site, but because the Content was coming from the SEO team, the website could not move forward. I purchased the website in January, 2022.
  
  I have months of documentation of communication. I MISSED THE ENTIRE 2022 LUXURY HOME MARKET SEASON /POTENTIAL BUSINESS. . I ordered these services to increase my business not lose it. This is inexcusable.
  

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 5, 2022/09/07) */
  The client's site is now live. We are working with the client to address all concerns raised in this complaint.
  
  
  Consumer Response /* (2000, 7, 2022/09/08) */
  (The consumer indicated he/she ACCEPTED the response from the business.)