Complaints

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• Initial Complaint

  Date:07/01/2024

  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.

   
  Complaint: 21928905
  
  Dear *****,

  
  Thank you for your thoughtful response and for taking the time to address my concerns regarding our recent experience with JEMSU. I appreciate your commitment to resolving this matter promptly and am grateful for your openness to discussing potential solutions.
  I understand the complexities involved in digital marketing and recognize the efforts your team has made to enhance our SEO rankings. While these efforts have shown improvement, the expected outcomes in terms of job generation have unfortunately not been realized.
  In light of the circumstances, I appreciate your offer to refund two SEO invoices totaling $2,000. However, given the impact on our business and the level of investment made, I believe a more equitable resolution would be a settlement offer of $5,000. This amount reflects our commitment to finding a fair resolution while acknowledging the work that was undertaken.
  I look forward to your thoughts on this proposed settlement. Thank you once again for your attention to this matter. I appreciate your understanding and look forward to your response.
  Best regards,
  *****
  
  Sincerely,
  
  ***************************

  sults was brought to JEMSU's attention they agreed that things were not performing properly as evidenced by them "changing" all the management team for both my SEO work and PPC campaigns. Again I was assured that their "A" team would fix the issues and course correct where mistakes had been made. The exact opposite occured, our lack of lead generation was virtually non existent. To date, the work by JEMSU has produced zero leads that converted into a proper client. These issues were brought to the attention of the JEMSU staff on several occasions and we were given the run around and asked to just be patient. In a last ditch effort to salvage a working relationship with JEMSU I requested a meeting with their CEO ******************* to express my concerns. That meeting was unproductive & the team just appeared to be tone deaf to my concerns. To my absolute shock, I was even told apathetically by their CEO that "there's no guarantee with marketing". I requested a 50% refund and they declined.

  Business Response

  Date: 07/12/2024

  *****,
  Firstly, I would like to express our regret that your experience with JEMSU has not met your expectations. As the President, I take all feedback very seriously and want to address your concerns comprehensively.
  JEMSU has been in business for over 15 years, and it is indeed rare for us to receive complaints or refund requests, even in cases where campaigns do not achieve the desired results. Our team works diligently to tailor strategies that align with each client's unique goals. However, due to the unpredictable nature of digital marketing, we are careful not to make promises or guarantees. This is clearly stated in the signed contract under the "Marketing Agreement Section" and the "Warranties & Guarantees" subsection.  (See Attached Signed Agreement)
  Regarding your SEO campaign, our efforts did increase your rankings, and the continued trajectory of your rankings remains positive. However, we understand that this improvement has not yet translated into jobs and that could be a ways down the road.
  As for the *** campaign, it did produce leads, but we are sorry to see that none of those leads resulted in jobs for your company.

  When clients express dissatisfaction, it is our standard practice to offer a new team to provide a fresh perspective and new strategies aimed at achieving better outcomes. While the initial assessment of our work indicated no errors, the new team sought to refine our efforts and explore alternative strategies.
  I understand your frustration with the lack of lead generation and the performance of your campaigns. During our meeting, I aimed to communicate the inherent uncertainties of marketing while empathizing with your concerns. I apologize if this was not conveyed as intended.
  In light of your dissatisfaction, we are willing to offer a refund for two SEO invoices ($2000).  I offer this because I do not like to see unhappy clients, even though we did all the work we promised, we understand their were no jobs.
  Please let us know if you would like to proceed.
  Best regards,
  *******************
  President, JEMSU

  Customer Answer

  Date: 07/24/2024

  Hi ******,
  
  Please remove or **** my case as resolved.
  
  Thanks,
  
  *****