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:10/27/2025

  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.

  Complaint Against Madwire / Marketing 360 I hired Madwire (Marketing 360) for marketing services and ad management. They charged me $1,995 per month for six months, totaling nearly $12,000. Unfortunately, the results were extremely disappointing my phone stopped ringing, and I received no return on investment from their advertising efforts.Their sales pitch made big promises about lead generation and business growth, but the reality was the opposite. During the contract period, my business almost went under because of their poor performance and lack of transparency. I repeatedly expressed concerns, but there were no meaningful improvements or accountability from their team.After spending over $12,000, my business savings were drained, and even now, my company has not fully recovered from the financial and operational damage caused by this experience.I strongly advise other business owners to avoid Madwire / Marketing 360. It was one of the worst business decisions Ive ever made, and I hope others dont fall into the same trap. ***** **** Owner, Strong *******************************

  

  Business Response

  Date: 11/05/2025

  Hi *****, 

  Our Lead Marketing Success Manager, *****, reached out to you via email to schedue a time to talk through the issues you experienced while working with us and to try and come to a resolution. Please reach out to him at your convenience. Thank you!

• Initial Complaint

  Date:08/18/2025

  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.

  We signed up for marketing from this company and they made a lot of promises they didn't keep. The sales guy that signed us up said we would get so many leads and be so happy with them that we would want to upgrade our services with them within 6 months. It was the opposite. We are an AC business, in business for 19 years, and had the worst summer on record. Our new customer calls were way down from usual. We paid them $40,000 in the course of a year and they barely got us any customers. They were bidding on the lowest AC keywords that no ********** uses. AC Recharge etc. We have never bid on the lowest key words, why would we pay a company $40,000 to do that for us? After leaving them, and getting our site back up and fixed ( they gave it back to us with a bunch of broken links) we have started to get calls again. We paid this company to actually make us worse and less seen online. The opposite of what they claim. All the blogs and content we paid for is gone as soon as you stop doing business with them also. So we literally just waisted $40,000 and have absolutely nothing to show for it. These people should not be allowed to get away with this.

  Customer Answer

  Date: 08/26/2025

  Madwire reached out to us and we came to an agreement. They gave us a partial refund. You can close this complaint. We are happy with the resolution and will move on. Thank you. 

• Initial Complaint

  Date:03/28/2025

  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.

  I hired Madwire/Marketing 360 based on their A+ BBB rating and claims as the #1 Marketing Platform, expecting lead generation and full-service marketing. After nine payments totaling $5,560, I have not received a single lead or meaningful results. Instead, I was left to create, manage, and post my own content, contrary to what was advertised. Madwire engaged in non-transparent pricing and excessive charges without disclosure. Among various other concerns, they charged $600 in content credits for an *************** despite me providing the verbiage, posting the content myself, and being denied editor access to paid files. I paid $100 for a pop-up that did not meet my requested specifications and $300 for a page build that consisted only of text, images, and a non-functional Take the Quiz button. Additionally, I was charged $100 for branded email functionality, but only received written instructions with no support. Despite their claims as a full-service agency, no strategic guidance was provided. My Success Manager prematurely published an incomplete and poorly formatted Quiz tab, making my website appear unprofessional. When I requested a refund, Madwire forced me to sign another contract to receive it. BBB accreditation requires transparent pricing, yet Madwires structure was unclear, with hidden upcharges only revealed post-contract. ******** ******* stated prices change frequently, making transparency impossible. Recommended by the *** ********************************** I trusted Madwire as a disabled veteran. Instead, they drained my marketing budget and overcharged me $100 monthly until I caught the discrepancy. After multiple denials, a refund was only offered if I signed another contract. Given Madwires failure to deliver the promised services, I now request immediate contract cancellation with no further charges, a full refund of $5,560, and a review of Madwires BBB accreditation for deceptive practices and non-transparent pricing.

  

  Business Response

  Date: 04/01/2025

  Hi ******, 

  I know that **** has been in contat with you, but I did want to reiterate here what was offered:

  $800 refund to offset the military discount and 12 months of free hosting. You also do have access to the content planner with project pricing listed so there was a clear plan with where/how the credits were being used.

  Please reach out to **** with any questions. Thank you!

   

  Customer Answer

  Date: 04/02/2025

  Complaint: 23131251
  
  I am rejecting this response because:
  

  I am seeking either a full refund of $5,560.00 or lifetime access to my website, along with the $800 refund for the military discount that was not applied. Furthermore, I will not be signing any additional contract to receive a refund that I am already entitled to. A refund should not be contingent upon signing further agreements, especially given the service failures and contractual breaches on Madwires part. Given Madwires failure to fulfill its contractual obligations and its actions that have eroded my trust, it is unreasonable to expect me to make further payments for website hosting.

  Additionally, per the contract, Madwire was obligated to provide basic training on the use of the platform. This obligation was not met in my experience with the branded email functionality. Instead of receiving training, I was provided separate images and files via ****** Drive. This failure further supports my request for either a full refund or lifetime website access.

  I look forward to resolving this matter fairly. Please direct all future correspondence to the BBB case.
  
  Regards,
  
  ****** *****

  

  Business Response

  Date: 04/15/2025

  Lauren, 

  
  

  We understand that you wish to only correspond with a legal representative moving forward, and that our Legal Counsel, ***** *****, has been in touch. Should you need anything outside of your communication with *****, please get back in contact with ****. Thank you!

  Customer Answer

  Date: 04/15/2025

  To whom it may concern,

  I am writing to formally report that Madwire/Marketing 360 shut down my website without any notice, forcing me to contact them directly despite clearly stating that all communications should go through the BBB. This action was unacceptable, disrupted my business operations, and further confirms their ongoing pattern of negligence.

  After I paid the $65.00 hosting fee under protest just to restore functionality, the website was taken offline againwithout warningfor the entire weekend. This was especially damaging, as it marked the one-year anniversary of my business, and potential clients were unable to view my services or book sessions during a key marketing opportunity.

  Instead of addressing the core concerns raised in my initial complaint including failure to deliver promised services, deceptive billing practices, and violations of their own contractual terms they continue to deflect and delay. Their most recent BBB response merely redirects me back to internal teams, which does nothing to resolve the matter at hand and only wastes more time.
  

  I have requested one of two reasonable solutions: (1) Immediate cancellation of my contract with no further charges, lifetime access to my website, and an $800 refund for overcharges; or (2) A full refund of $5,560 so I may reallocate my budget to a more trustworthy provider. Madwires refusal to resolve this and their decision to take my site offline without warning demonstrates a serious lack of integrity and effectively violates the accreditation standards setforth by the BBB.

  Thank you for your attention to this matter. 

   

  Very respectfully, 

  ****** Henry 

  Owner | Undercover Alpha K9 Services 

  

  Business Response

  Date: 04/16/2025

  Hi ******, 

  No one on our team was aware that your site was down over the weekend. Our records show that you paid the hosting on the 11th and the site was restored same day: ************************************. Did you alert anyone that the site was down?

  Speaking with **** is how we can reach a resolution here, as the team is willing to discuss other options to reach a fair resolution for all parties. Without speaking with **** and continuing the conversation, no resolution can be reached. We are happy to recap all conversations through the BBB. 

  Thank you. 

  Customer Answer

  Date: 04/17/2025

  Complaint: 23131251
  

  I am rejecting this response because: 

  As a small business owner operating independently with no staff to support the ongoing mishandling of this account, it is incredibly disheartening to continue dedicating valuable time and energy to resolving issues that stem directly from Madwire/Marketing 360s negligence. I entered this agreement in good faith, expecting a reliable, full-service marketing solution. What I received instead was a consistently disorganized experience, marked by a lack of transparency, failure to fulfill contractual obligations, and zero return on investment.

  At this point, my website is set to be deactivated after May 11th, 2025. Given the unacceptable and unprofessional management of my services, I am submitting a final and fair offer for resolution. I am requesting reimbursement in the amount of $2,300 for the following:
  - $200 in branded email charges,
  - $100 for a nonfunctional pop-up,
  - $300 for the Which Category Does Your Dog Fall Under? page build,
  - $300 for the Fundamentals of Dog Training blog post,
  - $600 in unused February credits,
  - and $800 for the overcharge resulting from failure to apply the promised military discount.

  This amount represents a reasonable restitution for the damages caused to my businesss marketing budget, the unnecessary loss of time, and the opportunities missed due to your team's mishandling of my account. Most notably, my website was taken offline without notice for an entire weekendcoinciding with my businesss one-year anniversaryat a time when I needed it most to attract and convert potential clients. Despite my prompt hosting payment on May 11th, there was no communication or assistance offered regarding this disruption.

  I am no longer requesting access to the website beyond May 11th, 2025, as the associated content will become irrelevant once the site is deactivated. Therefore, issuing this refund is the only reasonable and ethical resolution.

  Given that Madwire/Marketing 360 has voluntarily enlisted the accreditation of the Better Business Bureau as a trusted platform for clients to resolve disputes, it is both unprofessional and inappropriate to attempt to reroute communication back to internal representatives rather than respecting the formal resolution process offered through the BBB. Once this matter is resolved through the BBB and its representatives, I will reroute all further communications back to Madwire/Marketing 360 for coordination of the reimbursement. 

  This reimbursement request reflects not only financial recovery, but an ethical obligation to correct a failed service relationship on behalf of Madwire/Marketing 360. Madwires refusal to proactively manage this issue, as evidenced by your latest response deflecting responsibility for the website outage, further highlights the careless handling of a paying client.

  This is my final offer and closing request. I expect Madwire/Marketing ************* accordance with its professional, contractual, and moral responsibilities to its clientsespecially small business owners like myself who entrusted you with their brand and livelihood. 

   

  Regards,

  ****** *****

  CEO, Undercover Alpha K9 Services

  

  Business Response

  Date: 04/21/2025

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

  We agree to the $2,300 refund, pending your signature on the General Release from the contract. You will need to communicate with **** to get this finalized. He will be in touch. Thank you!

  Customer Answer

  Date: 04/21/2025

  Complaint: 23131251
  
  I am rejecting this response because:
  
  Thank you for your response and agreement to the $2,300 refund.

  I acknowledge your requirement for a signed General Release; however, the original version previously provided does not reflect the current refund terms that have now been agreed upon. For transparency and documentation within this BBB case, I respectfully request that your updated General Release formclearly stating the $2,300 refund amount and related termsbe included as a link or attachment in your next BBB response. Once the revised document is submitted through your response, I will review and proceed through the appropriate internal channels.

  Thank you, 

  ****** *****

  

  Business Response

  Date: 04/22/2025

  ******, 

  The general release must be sent via RightSignature, there is no link or PDF that I can send send through here. I can, however, send a PDF of the completed General Release once all parties have signed. I have just sent it to you via RIghtSignature. Thank you.

  Customer Answer

  Date: 04/22/2025

  To Whom It May Concern,

  This is a formal update to my complaint against Madwire, LLC, outlining additional concerning behavior that underscores a pattern of manipulative and misleading business practices.
  On April 22, 2025, at 7:37 AM PST, I received an email from ****************** containing a document titled General Release and Copyright Assignment Agreement. The link to the agreement is provided below for reference:
   ***********************************************************************************************************************
  

  Notably, this document includes a vague and ambiguous expiration deadlinesimply listed as 10:37 with no AM or PM specifiedwhich could easily confuse or pressure a consumer into responding hastily without proper legal review.
  

  Madwire chose to send this directly to me, despite my explicit request that all resolution efforts occur through the Better Business Bureaus official channels. This is clearly an attempt to circumvent accountability and minimize transparency in the dispute resolution process.
  

  On April 21, 2025, Madwire and I finally reached an agreement for a partial refund in the amount of $2,300. However, instead of sending a revised agreement reflecting this new amount, Madwire directed me to sign an original agreement from March 19, 2025, which had only offered a $700 refund. This outdated versionstill live at the following linkwas presented as the current agreement to be signed as per Madwire's last response through the BBB:
  ****************************************************************************************************
  

  This action is deeply misleading and appears to be an intentional attempt to confuse or coerce me into signing terms that had already been superseded. Despite our agreement on a larger refund amount, I was directed to sign a document that did not reflect those updated terms.
  

  Summary of Ongoing Concerns:
     - Ambiguous expiration times intended to pressure rushed decisions.
     - Direct communication to bypass the BBB process, despite formal requests.
     - Resending a superseded agreement offering a significantly lower refund ($700), even after agreeing to $2,300.
     - A proposed agreement that includes restrictive legal language requiring:
           - A full release of all present and future claims,
           - Transfer of copyright ownership of my BBB complaint to Madwire,
           - A $10,000 liquidated damages clause for any critical statements made post-agreement.
  

  These actions appear calculated to obscure the truth and exploit consumers, particularly those who may not have legal guidance or experience navigating contractual language.
  I am committed to resolving this matter transparently and respectfully. Unfortunately, Madwires behavior to date has made it clear that they are acting in bad faith, prioritizing self-protection over ethical customer service and fair conflict resolution.

  I respectfully request that the BBB take these new developments into account as part of its investigation.

   

  Regards, 

  ****** *****

  CEO of Undercover *********************

  *********************** | *************

  

  Business Response

  Date: 04/23/2025

  ******, 

  As explained, all general releases are sent through Right Signature to obtain all necessary signatures. I cannot send the RIght Signature document through the BBB portal. Furthermore, the new document that was sent to you yesterday does have the refund amount of $2300 as agreed upon. Please see it attached. Because we use RIght Signature for these agreements, we cannot update the expiration time, unforunately. It does not allow us to change that.  Again, I cannot send the request for your signature through here. It must be signed via ***** Signature and once all parties have signed, I can send the completed document through this portal. Thank you.

  Customer Answer

  Date: 04/23/2025

  Complaint: 23131251
  
  I am rejecting this response because:
  

  Dear Madwire/Marketing 360 Representative,

  Thank you for your response and for clarifying your use of RightSignature for agreement processing. You stated that you are "unable" to send general releases through the BBB portal due to your process requiring RightSignature. However, this is demonstrably false. The original general release you sent on March 19, 2025 was not distributed through RightSignature. It was sent via a direct link: ****************************************************************************************************.This instance directly contradicts your claim that you are "unable" to use alternative methods for sending general releases, and suggests that you are deliberately avoiding the BBB platform to bypass oversight and accountability.

  I must respectfully reiterate that the terms contained within your current agreementeven with the refund amount of $2,300are fundamentally unreasonable, overly punitive, and one-sided, and therefore unacceptable in their current form.

  Here are my key concerns with the agreement:
     - $10,000 Liquidated Damages Clause
  The inclusion of a $10,000 penalty for any alleged "disparagement" is highly excessive and appears designed to    intimidate me into silence rather than facilitate a fair resolution. This clause is especially troubling considering the      nature of my complaint was filed through a legitimate consumer protection channel.
     - Copyright Transfer of My BBB Complaint
  Requiring me to assign all rights to my original BBB complaint including future claims is not only overreaching but unethical. It undermines the purpose of consumer review platforms and public accountability.
     - Forced Arbitration with a Gag Order
  The requirement that all future disputes must be handled through confidential binding arbitration, in combination with non-disparagement clauses, essentially removes my right to speak freely or seek public remedies even in the event of further wrongdoing. This structure is wildly imbalanced and not in good faith.
  

  While I am willing to sign a fair agreement, I cannot and will not agree to punitive and silencing terms that put me at risk for a $10,000 lawsuit or require me to surrender legal rights and copyright ownership of my own review.
  

  That said, I am open to resolving this matter in one of the following ways:

      - Option 1: I will sign the current agreement only if I receive a full refund of all payments made to Madwire totaling $5,560.00. This would justify the extensive waivers and legal concessions required of me.

     - Option 2: If you would like to proceed with the previously offered $2,300 refund, I am willing to sign a fair and legally balanced agreement. However, I will not agree to any terms that infringe upon my rights or impose disproportionate penalties. Specifically, I will only sign an agreement that:
        1. Any non-disparagement clause or financial penalties for future or past speech,
        2. Any requirement to assign copyright of my BBB complaint,
        3. Overly restrictive or binding arbitration clauses that limit consumer rights.
  

  A partial refund in exchange for full release, copyright assignment, and a gag order is arguably grossly inadequate and coercive. If Madwire truly seeks a fair resolution, I welcome a revised general release agreement that reflects a mutual desire to close this matter professionally. I strongly urge Madwire/Marketing 360 to reconsider its position, cease efforts to silence consumers through predatory contracts, and act in alignment with the values reflected in its BBB accreditation.

  Should you wish to propose a mutually respectful agreement without predatory legal terms, I will gladly cooperate.
  

   

   

  Regards,
  
  ****** *****

  CEO Undercover *********************

  Customer Answer

  Date: 04/26/2025

  To the Better Business Bureau,

  I am submitting this final, comprehensive statement regarding my dispute with Madwire/Marketing 360, and I am formally requesting a full refund in the amount of $5,560.00 based on the totality of evidence showing that Madwire/Marketing 360 has engaged in predatory, deceptive, and unethical business practices at my expense.
  

  When I initially entered into a service agreement with Madwire, I did so based on their A+ BBB accreditation, their marketing claims of being the #1 Marketing Platform, and their public messaging promoting support for small businesses and veterans. As a service-connected disabled veteran operating a new small business independently, I placed my trust in Madwire to guide and support the growth of my business through effective marketing strategies. Instead, Madwire exploited that trust for profit, delivering no measurable return on my significant investment and causing harm to my operations.
  

  Despite paying $5,560.00 across nine months, I received zero leads from their services and was left to create, manage, and post my own marketing contenta direct contradiction of the full-service marketing support I was sold. The services I was charged for were incomplete, poorly executed, or never properly delivered.
  

  For your convenience in reviewing this case, I have provided a timeline summarizing the relevant grievances with Madwire/Marketing 360, combined with the applicable evidence.

  The report demonstrates patterns that Madwire/Marketing 360 is not operating in good faith, but instead engages in misleading, unethical practices that prey on small businesses like mine. Their actions have caused tangible financial harm, wasted valuable time, and damaged my ability to operate and grow my business.
  

  In order to resolve this issue, I request:

  1. A full refund of $5,560.00 for services paid but not properly delivered.
  2. A formal review of Madwire/Marketing 360s BBB accreditation, as their conduct directly violates the standards of transparency, honesty, and integrity required for accredited businesses. Doing so, will protect small business owners like myself from harmful, predatory companies like Madwire/Marketing 360. 

  Customer Answer

  Date: 04/26/2025

  To the Better Business Bureau,

  I am submitting this final, comprehensive statement regarding my dispute with Madwire/Marketing 360, and I am formally requesting a full refund in the amount of $5,560.00 based on the totality of evidence showing that Madwire/Marketing 360 has engaged in predatory, deceptive, and unethical business practices at my expense.
  

  When I initially entered into a service agreement with Madwire, I did so based on their A+ BBB accreditation, their marketing claims of being the #1 Marketing Platform, and their public messaging promoting support for small businesses and veterans. As a service-connected disabled veteran operating a new small business independently, I placed my trust in Madwire to guide and support the growth of my business through effective marketing strategies. Instead, Madwire exploited that trust for profit, delivering no measurable return on my significant investment and causing harm to my operations.
  

  Despite paying $5,560.00 across nine months, I received zero leads from their services and was left to create, manage, and post my own marketing contenta direct contradiction of the full-service marketing support I was sold. The services I was charged for were incomplete, poorly executed, or never properly delivered.
  

  For your convenience in reviewing this case, I have provided a timeline summarizing the relevant grievances with Madwire/Marketing 360, combined with the applicable evidence.

  The report demonstrates patterns that Madwire/Marketing 360 is not operating in good faith, but instead engages in misleading, unethical practices that prey on small businesses like mine. Their actions have caused tangible financial harm, wasted valuable time, and damaged my ability to operate and grow my business.
  

  In order to resolve this issue, I request:

  1. A full refund of $5,560.00 for services paid but not properly delivered.
  2. A formal review of Madwire/Marketing 360s BBB accreditation, as their conduct directly violates the standards of transparency, honesty, and integrity required for accredited businesses. Doing so, will protect small business owners like myself from harmful, predatory companies like Madwire/Marketing 360. 

  Customer Answer

  Date: 05/10/2025

  Better Business Bureau:

  I would like my complaint ID ********, to be handled through an Arbitration hearing with BBB.

  Regards,

  ****** *****

  Customer Answer

  Date: 06/13/2025

  To Whom It May Concern,

  Thank you for your follow-up.

  In response to your questions:

  No, I was not aware of the arbitration requirement to participate in the ******************************** (***) process in the event of a dispute. No, this information was not disclosed to me at the time of sale. At no point during the onboarding or contract execution process was the *** requirement communicated or explained.

  Given that this clause was not properly presented or discussed, I do not believe I provided informed consent to waive my right to alternative resolution paths. Please let me know the next steps, and thank you again for your time and support in helping to facilitate a resolution.

   

  Sincerely,

  ****** *****
  CEO | Undercover *********************

• Initial Complaint

  Date:01/22/2025

  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.

  Dear 360,I am reaching out to discuss an issue with the recent charge of $8,845 to our card on file. Despite repeated communication about the challenges we faced with your services, the outcomes did not align with what was ************ assured us that your efforts would bring 20 new patients per week to our office; however, we barely saw an average of 4 per week. We brought these concerns to your attention multiple times, but instead of solutions, we received questions about our website and ad ************ good faith, we expected services that matched the scope and quality outlined, but the leads you provided did not meet those standards. Additionally, you claimed that the ad budget collected would be utilized for our office. However, we rarely received proof of how those funds were applied.Given these issues, we are requesting a refund for the $8,000 charge. We hope to resolve this matter amicably and in the best interest of both parties.Looking forward to your prompt response.

  

  Business Response

  Date: 01/23/2025

  Hi *******, 

  Looking back through your account history...

  Dr. ****** signed a CA/GR in august: ************************************************************************************************************************************
  - Agreeing to downgrade the base for August, we credited this to you, you did not pay the base. 
  - *************** agreed to go back to normal billing starting in September. 
  
  We offered a GR/CA to skip October payment AND offered a free year of website hosting. We have multiple emails following up on this, but without the signed paperwork, we could not alter the billing for October. 
  We have another email letting Dr. ****** know that we moved your to website hosting only on October 15th, and that we could not void out the October payment without the proper documentation in place. 
  Here is the release we sent to him: *************************************************************************************************************
  - He never signed the release but kept asking for it and said he would sign it.
  
  We did try to get another GR from Dr. ****** for the cancellation, no additional terms, but he never signed: *************************************************************************************************************

  We would really like to help resolve this, but there has been a clear lack of communication which made it hard to proceed. Please reach out to Krissy Highland at ************** or ******************************************* Thank you!

   

• Initial Complaint

  Date:09/04/2024

  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.

  marketing 360 charged me right around $1400 to manage my online account for social ********************** and as well to my ****** my business page reinstated its been over a month. I have yet to be able to connect so they can manage my account online as well. My ****** my business page is still suspended and they charge me $1400 I would not do business with this company at all. I am very disappointed in this company if you want somebody to set your money in fire right in front of you with pointless endless weekend meetings this is a place to come.

  

  Business Response

  Date: 09/19/2024

  Hi there. Our team has been trying to reach out to get these issues resolved with no response. Please reach out at your convenience - ************. Thank you!

• Initial Complaint

  Date:06/24/2024

  Type:Sales and Advertising 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.

  Madwire, LLC d/b/a Marketing 360 runs a directory listing site called topratedlocal.com. On this site they have listed my personal name as a business name. They received this information from Yext. Yext, will not correct the directory listing unless we become a ongoing paid customer. The site ********************** run by Madwire LLC is not allowing me to remove my personal name from being listed as a business name. Please see uploaded pdf with url to be deleted.

  

  Business Response

  Date: 06/24/2024

  Hi there, 

  Your listing has been removed and no longer shows up in the search on Top Rated Local. It might take up to 30 days for it to vanish from the internet if using the direct link to it. Please let us know if you need anything else. Thank you!

  Customer Answer

  Date: 07/03/2024

  Complaint: 21884428
  
  I am rejecting this response because:

  The link still exists. It now leads to a 404 page, however, the link its self still contains my personal name as a business name.

  The job is 1/2 done, not 100% done.
  
  Regards,
  
  *****************

  

  Business Response

  Date: 07/22/2024

  Hi, ***!

  The *** actually no longer exisits, that is what the 404 means. You can type in any *** you want, such as www.business.com/benrshull and if the *** doesn't exist you will get the 404 page. I can type any *** with your name, but if it doesn't exist I get the 404. Your listing has been completely removed and no one would be able to get to that *** unless they specifically typed it into a search bar, which seems extremely unlikely being that the *** no longer exists anywhere.

  *****************************************;
  *****************************************;
  ************************************
   
  I can type anything into the address bar on Top Rated Local, and it will give the same reply: 
  *****************************************;
  ************************************
  ***********************************************;

  Thank you!

  Customer Answer

  Date: 07/22/2024

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

• Initial Complaint

  Date:05/20/2024

  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.

  As per the executed agreement signed on March 7, 2024 we agreed on the following terms:$395.00 monthly fee will allow access to the following features:CRM Nurture Reputation Social Content Ads Intelligence Creative Call Tracking Files Forms Calendar Websites 360Top Rated LocalSupport - Online and phone support As per your contract the Onboarding Package with a cost of $2,350 was waived.When I signed up for your service I was told I would get assigned a dedicated person and a team to provide me with support when needed.On May 1, 2024, I contacted *********************** in regards to 3 issues I needed help and clarification. The same email was forward to ***************************** on the same date.On May 6, 2024, I sent *********************** a second request to respond to my email. 5 days have passed without even getting an acknowledgement of my initial request.I have been charged for services that have not been provided.Monthly Marketing ********************** services include a dedicated team).Content Marketing $600.00/month The new content added to the website has come from myself writing blogs and typing SEO on each of them.No content/SEO, Creative, Video has been added by any member of the so called "dedicated team"Ad Credits $1,000.00/month The only channel where advertising has been paid for is on ****** Ads with a weekly spend limit of $108 per week which only comes up to $432 per month out of the $1,000 monthly Marketing 360 has been charging me for the last 2 months.Out of the $432 monthly budget allowed only $73.46 has been paid to google.It took one month of me being instting and contacting ****** to pass their verification. When this was part of Marketing 360 offered services.

  

  Business Response

  Date: 05/28/2024

  Hi, ******. At this point in time, you have been refunded everything that you paid to Marketing 360 from the disputes, so there is nothing more for us to refund. If you have any further questions, please reach out to ****************************** at ************. Thank you!

  Customer Answer

  Date: 06/03/2024

  Complaint: 21727879
  
  I am rejecting this response because: now Madwire is holding my ****** Local Services Account hostage. A request to be released was made by me on 5/23/2024 and rejected by Madwire on 5/24/2024.

   

  Please release my ****** Local Services Account back to me.
  
  Regards,
  
  *************************

  Customer Answer

  Date: 06/03/2024

  On the previous message from Madwire they stated: "Hi, ******. At this point in time, you have been refunded everything that you paid to Marketing 360 from the disputes, so there is nothing more for us to refund. If you have any further questions, please reach out to ****************************** at ************. Thank you!"

  Today at 1pm, I received a call from ****************************** stating they will not be providing any refund. 

  Customer Answer

  Date: 06/04/2024

  Good morning,

  Below is the previous business answer to the original complaint.

  "Hi, ******. At this point in time, you have been refunded everything that you paid to Marketing 360 from the disputes, so there is nothing more for us to refund. If you have any further questions, please reach out to ****************************** at ************. Thank you!"

  Yesterday, June 3rd, ****************************** sent me an email stating that no refund will be provided. This is the type of business practice Madwire uses with their clients, they make promises and statements and then they do not honor them.

  

  Business Response

  Date: 06/04/2024

  Hi, ******,

  I just wanted to recap here the info that was discussed yesterday with *******. We hope we can come to a resolution with the details outlined in the attached email. Thank you!

  Customer Answer

  Date: 06/04/2024

  Complaint: 21727879
  
  I am rejecting this response because: on your first message you stated a full refund of all monies paid to Madwire were refunded.

  Why are you not honoring your first message?

  This is one the reason why we are having this issue. Madwire makes promises they cannot fulfill. 

  
  Regards,
  
  *************************

  

  Business Response

  Date: 06/05/2024

  I just want to reiterate that in our first response to ******, we stated that since both chargebacks were won, there was nothing more for us to refund. It was never stated that we would provide a full refund. Since then, **************** did award us one of thoes chargebacks as outlined in the email that was attached to our most recent response to ******. Thank you!

• Initial Complaint

  Date:12/18/2023

  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.

  - they did not render services that you paid for including $600 for 4 months of "social media" service. $600 for a press release that was written but never released.- pay/charge discrepancies such as $300 for a blog one month then $500 for a blog of the same length another month - mismanagement of ads resulting in 50% drop in conversions and loss of thousands of dollars in revenue - poor communication, only communicating once a month at best and only to ask for more money - you have tried to cancel, but they are still asking for more money and refusing to refund even the social media money that they never used and instead want to just apply it to another month of service.

  

  Business Response

  Date: 02/01/2024

  See Attached Document.

• Initial Complaint

  Date:10/26/2023

  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.

  I have been trying to cancel my account with **************************/Madwire and they are refusing to do so and keep trying to charge my credit card account, when I am no longer using their services. I have filed a charged dispute with my credit card company but ****** and the company keep trying to make me use their service which I do not want. I am being harassed.

  

  Business Response

  Date: 11/21/2023

  Hi, ****** Our team is eager to work with you to resolve your complaint and concerns. Please reach out to us at ************ and ask for *********************. Thank you!

  Customer Answer

  Date: 11/27/2023

  Complaint: 20785447
  
  I am rejecting this response because: ********************* only wants to refund me $500 instead of the $3150. Below is what I was charged and what I did not get. 

   

  AUG 31 SEP 30, 2023
  Bonus Ad Credit $ 600 -  Not received
  Ad Credits
  
  Qty 600 $600.00 -  Not received 
  $1.00 each
  
  Content Credits
  
  Qty 600 $600.00 - Not received
  $1.00 each
  
  Marketing 360 Full-Platform
  
  Qty 1 $395.00

  Marketing 360 Base Platform Features (Customizable) $395.00/mo - Not received
  CRM - Manage leads and contacts
  Nurture - Email and text message marketing
  Reputation - Monitor and request online reviews. -
  Social - Monitor social media and schedule posts- 
  Content - Track content marketing and SEO - 
  Ads - Monitor digital *********************** - not received
  Intelligence - Calltracking, analytics and more
  Creative - Design tools and on-demand talent
  Call Tracking
  Files - Store files in the cloud
  Forms - Build and manage website forms- 
  Calendar - ************** calendar
  
  Websites 360 - Small business website platform
  Top Rated Local - Small business review platform
  Support - Online and phone support

   

  Ad Credits - no ads were running 
  Sep 25 Oct 25, 2023
  
  600 $1.00 $600.00
  
  Content Credits no content delivered 
  Sep 25 Oct 25, 2023
  
  600 $1.00 $600.00
  
  Marketing 360 Full-Platform - no services delivered 
  Sep 25 Oct 25, 2023
  
  1 $395.00 $395.00
  
  Regards,
  
  *********************

  

  Business Response

  Date: 01/02/2024

  Hi, ****** We are eager to resolve your complaint but have not heard back from you since the end of November. Please get in touch with your Marketing Success Manager by calling ************ and asking for *********************. Thank you!

  
  

  Customer Answer

  Date: 01/02/2024

  Complaint: 20785447
  
  I am rejecting this response because I have had left them an email. You can see the attachment here the last conversation and there was no response to the last email I sent them. Again they did not provide the service that was supposed to be given. I will follow up in small claims court since it cannot be resolved this way. 
  
  Regards,
  
  *********************

  

  Business Response

  Date: 01/04/2024

  Hi, ****** ****** followed up via email yesterday with the information that you are requesting. Thank you!

  Customer Answer

  Date: 01/17/2024

  This has not been resolve. Please see the communications between me and ****** with this email follow up.

  

  Business Response

  Date: 02/05/2024

  Amber, we understand that you want to get out of your contract. We have agreed to refund you the advertising budget that was not used, as well as remove the contract buyout and early termination fee. Please reach out to ****** to get this resolved. Thank you!

  Customer Answer

  Date: 02/08/2024

  Complaint: 20785447
  
  I am rejecting this response because: No one has reached out to me regarding the refund. 
  
  Regards,
  
  *********************

  

  Business Response

  Date: 02/23/2024

  *****,
  
  The general release document offering you a refund for unused ad spend and to waive the contract buyout was sent to you on November 16th by ******. After that, he continued to follow up with you to provide the items that you asked for. On January 3rd, ****** sent another email detailing the ads that were running for you. If you would like to discuss further, please contact ****** at your earliest convenience. Thank you!
  

  
  

  Customer Answer

  Date: 03/04/2024

  This company is a liar and never reached out to me even though they keep saying they did: they never did. I hope this company falls and will get sued one day. 

• Initial Complaint

  Date:10/25/2023

  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.

  After speaking to **** in your Payments Department and being informed that unless we now sign a Personal Guaranty we will never be provided access to the funds held by Marketing 360 for the sale of our property through our website.This is an unacceptable means of doing business and frankly highly unprofessional.Our Service Agreement which was signed on April 2, 2022 makes no mention of a Personal Guaranty

  

  Business Response

  Date: 11/21/2023

  Hi, ****. We are eager to come to a resolution and hope that you will continue the conversations with our team. Please reach out to ****** at your earliest convenience. Thank you!