ComplaintsforOMG National

• Initial Complaint

  11/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled service with OMG National in September and they are still charging my card. Not only did I cancel the product and service are horrible.

  

  Business response

  11/16/2023

  *****,

  Your Marketing Agreement comes with a 30-day cancellation notice requirement. I have attached the agreement and would like to point out your attention to: *Client may cancel at any time with a 30-Day notice. With your formal cancellation notice on 10/11, this meant that your final payment was due 11/09. If you have evidence of an earlier notice, please provide it and we will waive the dispute mitigation and collection activities that can negatively impact your financial record.

  Respectfully,
  **************

  Customer response

  11/16/2023

  Here is the email in September where I asked to cancel and not be charged. Additionally, while OMG is happy to charge me for a full month over what they allegedly claim is shy of two days they have not provided any service for the month they've charged for.  ***************************** is supposed to be the representative and he has not returned my calls.  My biggest regret is not having read the prior BBB complaints, and poor online reviews.  But, I did ask in September for this to be cancelled with no additional charges.

  Customer response

  11/16/2023

   
  Complaint: 20875940
  
  I am rejecting this response because:Here is the email in September where I asked to cancel and not be charged. Additionally, while OMG is happy to charge me for a full month over what they allegedly claim is shy of two days they have not provided any service for the month they've charged for.  ***************************** is supposed to be the representative and he has not returned my calls.  My biggest regret is not having read the prior BBB complaints, and poor online reviews.  But, I did ask in September for this to be cancelled with no additional charges
  
  Sincerely,
  
  ***************************

  

  Business response

  11/17/2023

  *****,

  Attached is your correspondence with ****** where you clearly outlined that you "decided to give us another shot" and finally cancelled on October 11th, as I previously stated. While I would normally provide a lot more explanation on any misunderstanding of subjectivity / communication issues, it is rather black and white that you decided to continue, then given your dissatisfaction, are now claiming that you cancelled earlier than your final cancellation request on October 11th.

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

  Customer response

  11/18/2023

  Hello BBB, please see the documentation today from an email I received.  Not only has *** charged me when I've asked to cancel the *** company had also turned off the ad service that they are supposed to manage.  

  Thank you,

  *****

  Customer response

  11/21/2023

  Please see attached both the contract requiring payment in advance for services as well as emails starting in June voicing concerns on the results.  While OMG wants to state they feel they should charge a full month payment due to cancellation being given 2 days shy of the 30 day mark * not true, emails were sent in September) they want you can clearly see that cancellation was asked for in September.  What is most concerning is that OMG charged for an entire month but has failed to provide any service for the month they charged.  ***************************** has not returned any calls and OMG took it upon themselves to turn off our ads that were already running before OMG was employed without any advance notice.  It is disturbing to think a company would not only fail to cancel when  it is requested, that said company would charge and then not only fail to provide the service they are being paid for but also try to damage the company for not wanting to use their services.  In no way should OMG taken a payment when they were told not to, and then take a payment and not only provide a service but try to damage the business by turning off ads * without any communication or directive to do so) that were already in place before OMG began working with the company. 

  Customer response

  11/21/2023

   
  Complaint: 20875940
  
  I am rejecting this response because:Please see attached both the contract requiring payment in advance for services as well as emails starting in June voicing concerns on the results.  While OMG wants to state they feel they should charge a full month payment due to cancellation being given 2 days shy of the 30 day mark * not true, emails were sent in September) they want you can clearly see that cancellation was asked for in September.  What is most concerning is that OMG charged for an entire month but has failed to provide any service for the month they charged.  ***************************** has not returned any calls and OMG took it upon themselves to turn off our ads that were already running before OMG was employed without any advance notice.  It is disturbing to think a company would not only fail to cancel when  it is requested, that said company would charge and then not only fail to provide the service they are being paid for but also try to damage the company for not wanting to use their services.  In no way should OMG taken a payment when they were told not to, and then take a payment and not only provide a service but try to damage the business by turning off ads * without any communication or directive to do so) that were already in place before OMG began working with the company.
  
  
  Sincerely,
  
  ***************************

  

  Business response

  11/22/2023

  We have further evidence and communication from this client indicating that she not only told us to pause the campaign, but also admits to rescinding her cancellation as we previously described. She is a pesky pathological liar, so we have everything in writing if needed.

  Customer response

  11/22/2023

  HI, I do not feel this should be closed.  My suggestion for a resolution is that I only pay for 2 days for the month.  While OMG states I was short 2 days of the cancellation.  I do not agree that OMG should charge me when I did state in September I would only try one more month and do not feel OMG should charge for an entire month but not provide any service for the charge. OMG's behavior has been clear they have no intention to earn the money they are taking through the non returned phone calls and also through OMG's action of turning off our ad source without any advance notice.

• Initial Complaint

  09/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The service was not provided. OMG National continues to withdraw funds from our account. They have withdrawn from us ******, ****** and ****** for services not provided. We canceled service after the ****** was billed due to miss representation of service. They never refunded and continue to withdraw funds from our account.

  

  Business response

  09/20/2023

  Hello,

  We have no record of any account with ************ as the associated phone number or *************************** as the associated email address. Furthermore, ************************* is not a contact name associated with any account.

  If you could please provide a phone number or email address associated with the account, we would be happy to look into your concerns.

  Best Regards,
  **************

• Initial Complaint

  07/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  OMG Sales representative attempting to close the order promised me 4-5 new orders if I used their services. I told him I would do it if he put his money where his mouth is and refund the $199 I paid them for the first month if I got less that half that amount. They were hired to manage my Social Posts on ******** and Instagram. Their Post approval system through their portal had a glitch that they told me they knew about. That caused my post approval to sit a week and a half until I called them to ask what was going on. Then they said ******** glitched so they lost their ability to manage my Social platforms. This took another 2 weeks to fix. I saw on the Portal that I had the second month charge of $299 pending so I asked them about the refund promise if I did not get at least 2 orders. I was told that their sales guy should not have promised it. I was told that the conversation was recorded when I placed the order so I told them to go play back the recording and they can hear the promise of refund. They said they would not do it but they would waive the 30 day cancellation requirement and not charge me for the second month. I cancelled because they did not make a single post to my social media. After I cancelled, they finally posted after 30 days one post the same afternoon I cancelled. Interesting. I did sign a boiler plate form they said needed signed to get started. There is a small print 30 day cancellation requirement. But since this written requirement was in conflict with the verbal recorded promise of refund if less than 2 orders were received made by their salesperson, then it couldn't apply in this case. Seeking total cancellation of contract and $199 verbally recorded refund promise if they do not perform. They did not fulfill their commitment of 2 posts per month having posted just one post after the month was up and only after I cancelled the order.

  

  Business response

  08/07/2023

  ******, thank you for your feedback and the opportunity to address several aspects of your experience. All of our Digital Marketing Programs carry an industry leading 30-day cancellation policy, effectively allowing you to cancel at any point with one more payment due that covers licensing and the offboarding of your account. Many of our competitors have 3-month, 6-month, 12-month agreements, but we feel that our service and the results that we provide speak for themselves. We are attaching your agreement, which clearly shows the cancellation policy, which is not "in small letters", but rather is clearly right in the middle of the agreement, frankly in a bigger font that the majority of the rest of the text in the agreement.

  There was indeed an access issue associated with your account, which unfortunately affected a handful of new accounts and was wholly on ******** Support to fix. While our ************ team did produce all the posts for your first 6 weeks of your campaign, the posts were not posted due to access info associated with the ******** Business Manager. This has since been resolved, and is why our platform automatically started posted the scheduled posts. I have included all of the posts that were written for you of proof of work on your account-- we understand that the Marketing industry is filled with nefarious players and to that end, you may have been skeptical of us, but there is no reason for us to write the posts after the fact. We were ******* with you in communicating an issue and requesting patience. Instead of working with us as we untangled the issue with ******** Support, you cancelled, and given the situation, we waived the final payment in good faith.

  While we do commit to the work involved in all of our Digital Marketing Programs, results are never guaranteed. We use best practices to support solid marketing objectives with weekly and monthly iterative tweaks to get results that make your ROI well worth the spend. That said, you do not pay us per sale, you are paying us for our work on a monthly basis. It seems that between the ******** issue and some natural skepticism, the relationship never got off the ground, but given the provided work we have done on the account, a refund is not warranted in this case. As mentioned here and by your own evidentiary explanation, we were able to fix the ******** issues, and would welcome an opportunity to start fresh on your account so you can see that we do indeed deliver the work, in this case ************ Posts, that are part of the program.

  Customer response

  08/07/2023

   
  Complaint: 20358722
  
  I am rejecting this response because:

  Their Sales person agreed to refund 100% of my money if their ad campaign did not produce at least 2 orders. They informed me that the call where this agreement was made was on a recorded line. So they have this info. My entire willingness to engage with them was built around the saleperson agreement to refund. After this statement was made, I was sent a boilerplate agreement where the cancellation terms were set. However, based on the agreement I had with the Sales person prior, I believed this would not apply in my situation. This can all be resolved very quickly if the Management would just review the phone conversation where I agreed to engage. For some bizarre reason, they want to damage their reputation over $199 where they admitted they posted 0 posts in the time period disputed.
  
  Sincerely,
  
  *********************

  

  Business response

  08/07/2023

  We monitor our calls in real time for training purposes, but that is the extent of what we have related to the original call. That said, it is not relevant to the signed Marketing Service Agreement that we have already attached. We sign-up hundreds of clients a month, and occasionally they hear what they want, which is why we have a clear agreement with the cancellation terms on the agreement. We have taken great care in communicating the 30-day cancellation policy, and while you may think this is a boilerplate agreement, it is in fact the agreement that was signed as part of our business engagement.

  Aside from this very clear black / white agreement signing, you will find that no agency in the marketing industry guarantees sales because of the subjectiveness of what happens after the lead handoff. The agreement we were hired for does not make a single mention of any guarantees, and we must reiterate that you paid us to do work, and we did do work (which was already shared.) Furthermore, we went above and beyond in letting you out of the 30-day final payment given the aforementioned ******** issues. As far as we are concerned, this matter is closed.

  Customer response

  08/07/2023

   
  Complaint: 20358722
  
  I am rejecting this response because:

  How Convenient. The call they said was taped doesn't exist. This company is as dishonest as they come. I'm done. They can keep my $199. I will continue to let others know my experience with them. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am disappointed but not surprised to see an influx of recent complaints regarding OMG National Marketing Agency. My experience was pretty bad from day 1, but given the nature of what I was trying to accomplish, I gave it a few months before pulling the plug. The handling of my account was a joke. More issues than I have characters to write about, but the last one was a problem that I was assured could and would be fixed relatively easily. Weeks later, I followed up as the problem still persisted. I received zero response for days. In fact, the quickest response time I ever received from any form of contact was following the email providing notice to cancel my services. I asked for an exception to the 30 day notice rule and that they not charge me for the month of April given the poor handling of my account, but like clock work, the charge came through. I even caught a strange random charge on there that thankfully they took off once I called them out on it (reading others' responses, this appears to have been lucky on my part). The only persistence I saw from this company was trying to get me on the phone to undoubtedly try to talk me out of canceling, but I had already written out my grievances via email and cc'ed my rep and her boss so avoided that dog and pony show. They even tried to tell me my notice wasn't sufficient because I had to send it to a specific email address to count. Luckily, my rep responded she would submit my request , so that was nipped in the bud. All in all, I get the impression that this is an inexperienced company ran by inexperienced nonprofessionals. Even their written responses to the complaints on here are defensive, borderline rude and standoffish, and they always an excuse for everything! Not cool. And not professional! Trying to launch a small business is expensive enough. Shame on these kids for taking people's hard earned and hard to come by cash and doing nothing with it but cause more stress.

  

  Business response

  06/14/2023

  ******, thank you for your feedback and opportunity to respond. First and foremost, we have not had an influx of complaints; by the math, we actually have less than ****% of our client base ever issue a complaint, which is why we aggressively respond with the facts outlining an often isolated situation. You will find that our complaint rate is much lower than many household names in Marketing (for reference, give a gander at GoDaddy's BBB rating and complaints.) We have thousands of active clients and while we have a process built out to give every client a customized experience, there is no denying that extenuating circumstances can cause some friction. 

  While most of your outlined issues are accurate during initial stage of your account (and were attributed to a Account Manager who was terminated due to experiences like yours), they are also one-sided and do not paint an accurate picture of your entire experience, primarily pertaining to the lack of response and communication on your part past the initial stage. It is easy to see that you became frustrated in the early stage, but when we rectified the situation, the personnel, and gave you escalated access to management, you did not respond, leading to the ultimate failure of your campaign. Unfortunately, your overall impression is wrong, as we have been in business for over three decades with thousands of ongoing campaigns actively involving millions of dollars in spend. While our youngest employee is 23, we don't employ any "kids", and certainly run a world-class organization. We are sorry for your initial experience, but don't think it merits the gross hyperbole that has lead to your complaint, as much of the later portion of your description can be chalked up to a self-fulfilling prophecy. We do wish your the best of luck in your future endeavors!

  Customer response

  06/15/2023

   
  Complaint: 20115610
  
  I am rejecting this response because:

  They are incorrectly accusing me of a lack of responsiveness, when this exactly what my complaint is about them. 
  
  Sincerely,
  
  *****************************

  

  Business response

  06/15/2023

  Yes, in the response of your complaint, we admit initial issues, and then are absolutely saying you were unresponsive. If you would like, we could provide a thorough account of all communication efforts on our behalf-- not that it would accomplish anything as we have already parted ways!

• Initial Complaint

  03/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had been using OMG National for digital marketing services for several years. I learned that I was being charged an annual fee for a product that I had never signed up for. When I brought it to their attention, they said that the contract was signed for another company that I had referred to them. That company had used their services for two years and canceled. Somehow OMG had put the contract in the name of my business and kept charging me for the services that the other business had canceled. They refused to correct it and refused to refund my money claiming that they provided services despite the fact that the services required our company to have land line phones and we have never had anything other than cell phones for all employees.

  

  Business response

  03/24/2023

  ****, we apologize for the miscommunication, but a $59 credit was already applied to your next bill on 03/27-- that credit was applied 2 days ago, before you even submitted this unnecessary complaint.

  Customer response

  03/24/2023

   
  Complaint: 19640616
  
  I am rejecting this response because:

  I am asking to also be refunded charges for 2021 and 2022 since those were also billed to our company erroneously.  Thank you!

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

  

  Business response

  03/29/2023

  ****, you weren't charged for any OH Fees in 2021 or 2022, so there is nothing for us to refund.

• Initial Complaint

  03/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is a big talk sales company that prides itself in misleading themselves and when learned about the lies of the phone sales representative, they did nothing about it. Not even refund me my $780 after canceling in 4 days due to the disparity between their sales rep and onboarding rep. **** the fees just keep adding up when originally the flat monthly rate quoted is $390, yet quickly went to $499 + $299 + $780 AND MORE then no results were ever delivered. A complete bogus operation! All I can say in run and don't get caught in their trap of compounding fees. They simply don't stand behind their so called marketing program.

  

  Business response

  03/08/2023

  ********,

  Good morning and thank you for your feedback and opportunity to respond. Attached is the agreement you signed on November 18th, 2023 (independently verified by HelloSign.) As you can clearly see in the total, the amount to be charged on that date was $798, so that already shows a total contradiction of what you have outlined in your complaint. That said, to further clarify the charges, there is a one-time $299 Setup Fee and a $499 monthly charge associated with the *** management of the account, with a clear 30-day cancellation notice on the agreement. It seems like a lack of attention to details might be at the key of the initial confusion.

  You were onboarded by ****** in the month of November, with a very clear outline prescription of your desired campaign:

  Average weekly budget: $240 *** Services:Buyer's agent Luxury properties Relocation Seller's agent Counties: ****** County, **

  On December 9th, you emailed in stating "When is the 30 days up? Perhaps we can wait until then, but understand if I cannot deliver the so-called updated insurance expiration date that you are satisfied with by that date, then I will not proceed with your services." We went through the process of building out your account, encountered a roadblock totally dependent on your insurance submission, and while we ultimately were able to get the *** campaign up and running, you ultimately decided to cancel with the final payment being the December payment due to the 30-day cancellation policy.

  We build out, manage and maintain thousands of ****** Guaranteed and ****** Screen accounts for our clients, and although it is unfortunate that not everyone is happy with the timeline imposed by ****** on certain business verification documents, it seems like this program was not a good fit for you. While we empathize at a human level for the lack of communication, there are copious notes outlining the onboarding and buildout of your account by us, which is what you paid us to do, so a refund is not warranted. If you would like to continue the dialogue or would like a copy of the notes, please email ********************************** which is ultimately what **** told you to do during offboarding.

  Wishing you the best,
  **************

• Initial Complaint

  02/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up to use their services being sold by someone on the phone who sold me 3 month for the price of one. this was on 10/27. services started on 11/04 we agreed on the phone to do the 3 month then assess the work they did and decide if we continue. note this is the second time this company did me wrong and they convinced me this time will be different, it was not i told them on 01/30 that i dont want them to charge me anymore since there was no progress in work. for 2 weeks+ the ads they were supposed to monitor WERE OFF. they are not saying i need to pay for feb and march. we agreed on 3 months, that's nov, dec and then ***, FEB being the first month after the deal they are counting oct which is not a month they did any work on, and also they are now saying the need 30 days heads up on canceling the account, and they are not courting me saying "do not charge me" as a cancel!!! i want my money back, for feb and march. that's 2 payments of 499 for both accounts you worked on. every single person effected by your action will be leaving you a bad review and a complaint, to start with. i will give you until the end of this communication using BBB before we start responding to how you scammed us a second time. waiting your reply.

  

  Business response

  02/27/2023

  Hello ****. In reviewing your account, it looks like you were offered our past client special where you pay one month and receive two free with a very clear cancellation clause that allows you to cancel at any point with a 30-day notice. Your order was dated October 27th. Attached is the agreement you signed, arbitrated by a third-party (HelloSign), that clearly shows the 30-day cancellation requirement, which is among the best in the industry as we do not lock clients into any long-term contracts. Since you failed to cancel until what looks to be January 31st, you were charged for ******** and the February 27th payment was your final billing, as per both the agreement and the subsequent terms of services. Furthermore, if you'd like, we would be happy to show you the work performed up until the point where the account was kicked out of the system by our optimization staff and the team of analysts responsible for looking over your account. There is additional multiple attempts from our client service team reach out to you by through phone and email.

  It seems as though you have resorted to your own interpretation of what a 30-day cancellation clause means. Simply put, had you cancelled at any point before December 27th, you would not have been charged a January 27th fee. You have also resorted to aggressive, harassing tactics to accuse of of "scamming" you while we are simply living up the mutual terms of the agreement you signed. You are welcome to contact me at ********************************** but at this point, there is no reason for us to issue any refund based on the very clear agreement you signed.

• Initial Complaint

  12/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Takes your money do nothing constant lies!Heavy overturn on employees 5 different so called account reps in four years! I told them two year ago wasn't happy with their services and would like to cancel. and let them talk me in to staying for 2 more years!So finally cancel the first part of November of 2022 they asked why i told them and they said ok. Well low and behold 12-01-22 they charged my card again! So i called and was told i sign a contract and had to cancel 30 day prior! Crooks from day one!

  

  Business response

  02/14/2023

  Sorry for the delay, I have been out on Maternity Leave since the beginning of December and I am responsible for responding to the BBB complaints. A collogue of mine tried to contact the the BBB, but they did not respond (and still have not responded-- talk about lack of response :( 

  As far as the complaint goes, it seems that you are unhappy with the 30-day cancellation policy on our marketing agreement, one that admit to signing and one of which you claimed you "were talked into staying on" for an extra year. Brass tacks, we have over six months+ of performance data that supports both the work that was done on the account and the comparative results of your online presence between the beginning and end of services with us. As far as the turnover is concerned, we were indeed hit by a combination of high demand and effects from the national mass resignation; however, the software and platform stack that powers all of our products continued to work and output results for you. It was not ideal that you had three different Account Managers over your tenure, but as far as our backend American engineers working on the account, there was no turnover. If you would like more information on your account, I would be happy to share details of the account with you if you email *************************************.

• Initial Complaint

  10/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I joined OMG national about a year ago to help build my towing business and after a year i've found it to be a waste of hard earned money. so i cancelled it on september 16th. and they have continued to charge my credit card even though i cancelled their services.

  

  Business response

  02/14/2023

  Sorry for the delay, I have been out on Maternity Leave since the beginning of December and I am responsible for responding to the BBB complaints. A collogue of mine tried to contact the the BBB, but they did not respond (and still have not responded-- talk about lack of response :( )

  As far as the history of this account is concerned, you indeed did cancel your Digital Marketing Program with us in mid-September, at which point all billing was halted for this program. Following this, on October 1st, you were charged for your website hosting, which was still active and separate from your Digital Marketing Program. You were emailed in anticipation of this charge several days before the charge, and even opened the email three times per our email tracking. That said, we went ahead and refunded the website hosting charge in good faith. Should you wish to come back in the future, we have a backup copy of your website on file, so please email me directly at *************************************.

• Initial Complaint

  08/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  this company charged 598 dollars whit do Nothing and Now we called than to get Our money back because they have lied to our company from day one we have contacted than few times and they ignored us to give our money back all they dit for was Nothing we need our Money back

  

  Business response

  08/31/2022

  ****,
  You signed a contract and went into an agreement for our services authorizing the charges, we did not lie at any point and have been completely transparent. After providing your business verification, you were reluctant to provide your ID which was required and explained multiple times. On August 9th our team explained there would be no refund but if you'd like to cancel we can initiate the cancellation for you. Please let me know if you'd like me to attach the signed copy of your agreement for reference. 

*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. ↩