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:09/03/2025

  Type:Order 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.

  Luxury presence would not let me cancel the contract and threaten to send me to Collections. I have already explained before that they are forcing me to continue with a service that I am not happy with. Their tools are not working correctly. I expressed my desire to cancel and they took two months to respond to my discomfort. I want BBB to help me to cancel the service that I am not happy with.

  Customer Answer

  Date: 09/05/2025

  Yes! The issue has been resolved! Thank you for your time . I submitted another claim before receiving an answer from Luxury Presence and received a claim number #23812938 Please close this claim too. 

  
  

  Thank you !

• Initial Complaint

  Date:06/10/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 signed a $1,300/month contract with Luxury Presence for a premium real estate website platform. It was supposed to include live IDX search, CRM integration, lead capture, client alerts, and a branded mobile app. What we received was a non-functional platform riddled with broken or missing features, including no usable app, failed lead alerts, missing MLS filters, and unreliable CRM syncing. We were unable to use the product as promised.Over four months, we made numerous good-faith efforts to resolve these issues, but were passed from one support *** to another with vague updates and canned responses like were working on it. No meaningful progress was made, and our concerns were ***eatedly dismissed or deflected. Meanwhile, the platform was unusable for us or our clients.Eventually, we were forced to abandon it entirely at our own cost to protect our business. Luxury Presence refused to cancel the contract or issue a refund. After initiating a credit card dispute, they threatened to pursue us for the remainder of the contract even though the platform was never delivered in a functional state.This is a case of mis***resentation, non-performance, and refusal to honor their obligations. We are seeking a full refund of $5093.33 and a cancellation of the remaining balance. No further charges should be invoiced or pursued.

• Initial Complaint

  Date:06/09/2025

  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.

  The 1 star reviews are all similar experiences with this business. Although yes I was scammed into spending $6200 on *** services that had zero return, I have a cancelled contract and have for the last 3 months and I am continually being billed. They keep saying I need to get on another sales call so they can convince me to continue services. But I have already done that and have emailed them multiple times

  Business Response

  Date: 08/14/2025

  To Whom It May Concern:

  We sincerely apologize for the billing and unwanted contact after the continued request for the contract was cancelled. We have reviewed the situation thoroughly and take this complaint seriously. As a result, a refund is being processed which the client should receive within the next 35 business days. We appreciate your feedback and regret the inconvenience this has caused.

• Initial Complaint

  Date:09/23/2024

  Type:Order 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 Luxury presence to design my website and to implement *** activities to generate organic leads for my business for $1100 a month. Originally I was told that it should take about 6 months to start seeing organic leads come through. They then convinced me to spend additional money monthly on paid ads to help. After 3 months of ads I had nothing to show for it and I attempted to cancel and they threatened to sue me for the remainder of the contract and told me that it would take 12 months to see results and that I needed to give them time to do the *** work. After 12 months there had been zero actionable leads from their services and again I was ready to cancel but the agreed to reduce the cost and promised that now that they had 12 months of data under their belts that I would see the growth I had been paying for. After another 4 months I am trying to cancel again but they didn't tell me the new one would be a contract so they are trying to force me to stay in this contract and they are supposed to be covering 12 markets but they only do *** for 1 and every time I bring this up they act like I don't know what I am talking about

  Business Response

  Date: 04/25/2025

  This letter is in response to the complaint filed by *********** ***** regarding their website design and *** services with our company. We have thoroughly reviewed their concerns and would like to propose a solution. We understand that *********** ***** initially contracted with Luxury Presence for website design and *** services at a rate of $1100 per month, with an initial expectation of seeing organic lead generation within approximately six months. We also acknowledge their subsequent investment in paid advertising at our recommendation.

  Proposed Next Steps:
  Given the concerns raised, we propose the following steps to reach a resolution:
  - Contract Review: We will immediately review the initial contract and the terms of the subsequent agreement made after the initial 12-month period to clarify the contractual obligations and the agreed-upon scope of services, including the number of target markets for ***. We will use this review to inform action within our team going forward.
  - Performance Audit: We are prepared to conduct a thorough audit of the *** work performed to date, as well as the performance of the paid advertising campaigns, to identify any areas where our services may have fallen short of expectations. We will address these with our team.

  We are committed to addressing ************* concerns professionally and finding a fair resolution. As of 4/25/25, we will be issuing a partial refund to the card on file.

• Initial Complaint

  Date:08/01/2024

  Type:Order 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're a small family owned boutique brokerage and like all of the other complaints seemed to imply they quite literally do not do anything other than provide out of touch blog posts that are likely ai generated on chat gpt. Unfortunately, because we have team members and multiple agents our cost was much higher @ $1,500/month. Around may I notified them that I wished to cancel and never received a response. I cancelled our billing only to find out that 2 months or so later we're being billed again.... I've literally not met with the account *** (dedicated client success manager) assigned to our brokerage since the first month or so / during set-up. I just get automated emails from lux pres every once and a while and was asked for the ai upsell etc... If you reach out to support, sometimes they are there, sometimes they are not - especially when they state 24/7 support. This is patently false. We only had 6 (of the 12) supposed neighborhoods for seo purposes. The blog posts were slow and inneffective. When signing up we were essentially told features in the add-ons (local seo, ****** business, neighborhood articles, etc. would be included) I'm not seeing any evidence of the backlinks, seo, increased traffic, or anything.Overall extremely disappointed... When we entered into this contract we were promissed everything and told that we would have a "dedicated client success manager." We've literally had 0 help/support to have any success. If you're going to promise to have support contractually and all of these things to help grow a virtual presence you should be obligated to deliver. Paid around 18k for absolutely nothing. I would like the last months refunded and my contract cancelled immediately.

  Business Response

  Date: 04/25/2025

  ****,

  
  We sincerely apologize that you and your team experienced dissatisfaction with our services. We value our clients and strive to provide effective and supportive partnerships to help them achieve their business goals. We understand their frustration regarding the perceived lack of support, the issues with billing after their attempted cancellation, and the concerns about the delivery of promised services.

  
  Regarding the specific points raised:
  - Lack of Service and Support: We regret to hear that [Customer Name/Brokerage Name] felt they did not receive adequate support from their dedicated client success manager after the initial setup. This is certainly not the level of service we aim to provide. Over the past year we have made incredible strides in improving and up-leveling our support team due to client's feedback.

  - Automated Content and AI Upsell: Our content strategy aims to provide relevant industry insights, and we are taking their feedback into consideration regarding the quality and delivery of this content. Any upsell offers are intended to provide additional value and are never mandatory for someone to participate.

  - Support Availability: We acknowledge the discrepancy between our stated 24/7 support and the customer's experience. We are actively investigating the instances where support was not readily available to identify and rectify any staffing or system issues.

  - SEO and Promised Features: We take the claims regarding the number of neighborhoods for SEO, the effectiveness of blog posts, and the lack of visible results seriously. Our intention is to provide tangible value in these areas, and we are prepared to review their account details to assess the implementation of these services.

  - Billing Issues and Cancellation Request: We acknowledge the customer's notification of cancellation in May and sincerely apologize for the subsequent billing errors. This was an oversight on our part, and we are taking immediate steps to rectify this.

   

  To address your concerns and find a fair resolution, we propose the following:
  We will immediately process a full refund of the $4,500 charged after the customer attempted to cancel their billing. This will be processed to the card that we have on file within 5 business days.

• Initial Complaint

  Date:06/06/2024

  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.

  Luxury Presence failed to provide a level of service / communication sufficient to accomplish the agreed task, creating a website for me. ($1,000 paid up-front)I reported their platform to be beyond my ability alone, and asked for their assistance to guide me. My primary objection with this company is their lack of any support and impossible platform to work with, as their "sandbox does not allow for previewing anything. Meaning, as I select fonts and upload pictures and logos, I have no ability to preview it so see how it will appear online. That alone, is absurd and makes the time spent, worthless. I emailed to say they can retain $500 of my initial $1,000 payment and return to be the remaining $500 and stop all future billing. A very fair compromise considering their complete lack of assistance. On May 27, 2024, I logged into my account **********************. It was deactivated I have tried to work a solution with Luxury Presence. The refused to help. They deactivated my account. At this point, I expect a refund of the $1,000 previously paid and to stop all future billing, which they may begin in mid-July

  Business Response

  Date: 07/04/2024

  I want to begin by sincerely apologizing for any frustration or inconvenience you've experienced during your engagement with Luxury Presence. Your feedback is invaluable, and we take your concerns seriously.

  I have reviewed and understand the issues you've raised. I am writing to confirm that we have submitted a refund request of $1000 as of July 4th, which should be processed within 5 business days of the request. The delay in the refund process stemmed from our sincere commitment to addressing your concerns and finding an optimal solution for you. We regret any misunderstanding during this time.

  Customer Answer

  Date: 07/08/2024

   
  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. If the business performs on their promise, I'll be satisfied.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/05/2024

  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.

  On February 21, 2024, I initiated the process with Luxury Presence to develop a website for my company. Throughout the entire duration of the project, I consistently communicated my dissatisfaction with the lack of attention to detail and the failure to capture the luxurious aesthetic. Despite my repeated emails to my assigned representative, these concerns were continuously disregarded.Unfortunately, the situation took a turn for the worse on March 28, 2024, when my website was launched and an immediate payment was deducted from my account. To my dismay, the website was not even remotely functional, lacking the essential *** integration that was promised.Upon reaching out to my representative, I was met with dismissive responses claiming technical difficulties with the *** integration. As of today, April 4, 2024, my website remains non-functional, rendering it useless to my clients. In light of these issues, I made the decision to revert to my previous website provider.Furthermore, despite my explicit request for a complete refund due to the abysmal service and non-delivery of a functional website, I have received no response from Luxury Presence. It is unacceptable to have been charged for a service that not only failed to meet the expectations but also severely hindered the professionalism and functionality of my business.The lack of communication and accountability displayed by Luxury Presence is deeply concerning. It is inconceivable that a company specializing in web development would provide a product that reflects so poorly on the businesses they serve.I am requesting a full refund for the wasted time, resources, and the damaging impact on my business's reputation caused by the incompetence of Luxury Presence. My clients deserve a functional and professional website, and it is clear that Luxury Presence has failed to deliver on its promises.

  Business Response

  Date: 06/24/2024

  We acknowledge and deeply regret the issues you have encountered with our services. Please accept our sincerest apologies for the frustration and inconvenience caused by the failure to meet your expectations and deliver a functional website for you. Upon reviewing your case, it is clear that there were significant shortcomings in our communication and service delivery processes during the development of your website. We understand the importance of capturing the luxurious aesthetic you desired and ensuring the promised IDX integration was fully operational upon launch, which it was not.

  We recognize that the website delivered did not meet the standards we strive to uphold, and we take full responsibility for the dissatisfaction that you had as our client. This situation falls short of the level of service we aim to provide to our clients, and we are committed to rectifying it promptly. Regarding your request for a refund, we processed a refund for you in the amount of $680 on April 11th, 2024.

  Once again, we apologize for the inconvenience caused and thank you for bringing these matters to our attention. We remain committed to our clients and providing the best possible experience while they are with Luxury Presence.

• Initial Complaint

  Date:09/19/2023

  Type:Service or Repair 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 April 2023, I hired Luxury presence to build a website for my real estate business and prepaid a year of monthly hosting fees. After several conversations, I was unhappy the design of the website and the lack of creative direction and decided that I would use another service to build my website and informed Luxury presence in June 2023 that I would like a refund of the prepaid monthly hosting fees and they could keep the $500 design fee. My contact ignored my request multiple times. I have now been passed on to two other people within the company who insist I can't have a refund and must continue working with their designers to complete the website. It's now mid Sept2023 and I would like some help to negotiate a refund since the company has repeatedly refused my requests to end our business relationship.

  Business Response

  Date: 09/26/2023

  I want to begin by sincerely apologizing for any frustration or inconvenience you've experienced during your engagement with Luxury Presence. Your feedback is invaluable, and we take your concerns seriously.
  I understand the issues you've raised. Firstly, I want to confirm that on September 20th, we processed a full refund for the prepaid monthly hosting fees, as you requested. The delay in the refund process stemmed from our sincere commitment to addressing your concerns and finding an optimal solution for you. We regret any misunderstanding during this time.
  Regarding your dissatisfaction with the design and creative direction of your website, we acknowledge that our initial efforts fell short of your expectations. We genuinely apologize for any frustration this may have caused.
  Moving forward, we aim to improve our customer experience by taking the following steps:
  Enhanced Communication: We recognize the importance of clear and effective communication. We will work to ensure that our customers receive prompt responses and have a direct line of contact for any inquiries or concerns.
  Refund Policy Clarification: We will review and clarify our refund policies to ensure that they are transparent and easily understandable for our clients.
  Service Alternatives: In situations where a client is dissatisfied with our services, we will provide more comprehensive information about the available options, including potential refunds, to help our clients make informed decisions.
  We genuinely value your feedback, and it will help us make improvements to prevent similar situations in the future. While we regret that our initial collaboration didn't meet your expectations, we sincerely hope that these measures will help restore your confidence in our services.