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:06/26/2024

  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.

  We signed a 6 MONTH contract with Hesel LLC, agreed to payments totaling over $13k and was happy with results. We needed to move in a different direction and so did not renew. Contract was for 6 months and we made all payments. Hesel radomly charged us $2100+ two weeks later stating we didnt cancel month 7. LOL 1) we signed a 6 month contract 2) terms state "you will need to complete an Automatic Recurring Payment Agreement each month at the appropriate billing date to continue with services" - we did not. Theyre contract also states you can not cancel before the 6 months is up, but contradictiarly also states they need 20 days notice to cancel. Clearly these statements are in the contract so they can charge a 7th month on all 6 month contracts and s**** people for one more payment before you can cancel! I am out $2197 and thats no small amount. I wouldve thought after pointing the above things out to our contact at Hesel LLC they wouldve seen and understood the error and refunded my money- nope. We had to dispute with the bank and they fought back and sent their contract in saying we didnt cancel within there terms and they dont give refunds! How about, just giving us back the money you STOLE WITHOUT AUTHORIZATION?!

  Business Response

  Date: 07/22/2024

  Hello, ****
  
  I ************************, CEO & Founder of Hesel LLC, and I wanted to personally respond to your review. First, I want to acknowledge your feedback and express our commitment to continuously improving the services we provide.
  
  I regret any confusion or frustration you experienced regarding the cancellation and subsequent charge. Our goal is to ensure clarity and fairness in all our client interactions, and I appreciate the opportunity to address your concerns directly.
  
  Regarding the charge for the seventh month, our contract clearly outlines the requirement for a ***** day notice period for cancellations. This policy is in place to ensure a smooth transition and to avoid any interruptions in service. Our records indicate that we did not receive a cancellation notice from you within this timeframe. This is why the automatic recurring payment was processed as per our agreement.
  
  We understand that the situation has caused you inconvenience, and we genuinely regret that. Our team did make multiple attempts to communicate with you about the cancellation process and offered assistance to explore other options, such as switching to a month-by-month payment plan. Unfortunately, without the required notice, our system continued the automatic billing cycle.
  
  I apologize if there was any miscommunication during this period. We strive to maintain open and effective communication with all our clients. Our Client Success Manager made several attempts to schedule check-ins to ensure your satisfaction and address any concerns, but these were not attended.
  
  We also provided you with the opportunity to save your spot so that whenever you are ready, you can come back. This means we have not taken your money without authorization. The importance of thoroughly reading contracts and maintaining good communication with our team is crucial to avoid such inconveniences.
  
  While our policy is clear that we do not offer refunds for services rendered, I want to assure you that your feedback is invaluable to us. We are reviewing our processes and communications to prevent similar issues in the future.
  
  Thank you for bringing this to our attention. If you have any further questions or would like to discuss this matter directly, please feel free to reach out to me.
  
  I also personally reached out to you recently to come up with a solution that will benefit you.
  
  Best regards,

   

  
  *****************************
  CEO & Founder of Hesel LLC

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 21904626
  
  I am rejecting this response because:

  After my initial complaint and post ****************** then reached out to my husband via text and stated he wanted to make right.  That was on July 3rd.  After multiple attempts to get any kind of additional reply, on 7/12 we asked if we needed to get an attorney involved.  ****************** was then very prompt to reply with "Dude really?"  He asked for time and stated he had been busy but would still resolve.  Another week went by...  It is now 7/18, ****************** states, "Sorry for that, it's been a busy week.  Thanks for following up. I can offer a partial refund and call it a day."  When asked what that amount would be, he went on to state, "Doing math. Let me get to our finance department." Of course, no number was given and we never heard back.  On 7/23 we sent yet another follow up and asked if he had a number yet.  He then asked for our email (which he already had) and stated he would email an estimate.  No email was ever received.  A text message was sent to ****************** again on 7/29 stating we had not yet received an email and that it had been 3 weeks since he stated he wanted to help resolve.  He has not responded to our last communication.  ****************** says one thing and does another.  He speaks ambiguously much like the lingo in his contract.  We will now have our attorney file appropriate remedy in court and unfortunately have to spend more money to get any resolve.  The contract specifically states this was a six month contract.  We paid in full.  ****************** and his team are greedy and ran our card for a seventh month of service that was never agreed to.  The contract states...  "You will need to complete an Automatic Recurring Payment Agreement each month at the appropriate billing date to continue with services." (see attached)  We never filled out or signed this "so-called" agreement! 

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

• Initial Complaint

  Date:10/04/2023

  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.

  I don't often write reviews, as I believe there are typically too many variables in situations to judge companies and people based on a single moment. However, I do write reviews when it comes to assessing the character of individuals, and this is a situation where the character fell extremely short.I had a very unprofessional experience. After a month, I hadn't received any leads other than the two I got on the first day, which I later found out weren't real. Both numbers were ****** Voice numbers that someone had created, and the emails didn't tie back to the proposed owners. Any attempts they made to fix the problem didn't work because no real leads ever showed up.I decided to cancel the service, and that's when things took a turn for the worse. ******* had a complete meltdown. It was one of the worst displays of self-control I've ever witnessed. While one or two attempts to retain a customer can be considered good salesmanship, the seven or more attempts via every medium of contact were simply outrageous. Getting to the actual cancellation was more difficult than breaking up with a difficult partner, and I'm not exaggerating when I say that. It went from him begging me to stay to blaming me because I didn't want to give them an unlimited amount of time to find a solution to a problem they clearly didn't know how to fix.The level of unprofessionalism displayed by this individual is off the charts, and he seems to have an excuse for everything. I understand that times can be tough, but when a customer wants to leave, it's important to accept that gracefully. This person couldn't do that. Instead, he resorted to blaming, harassment, and even threats; it's beyond ridiculous. I'm not sure what's going on at Hesel Media, but whatever it is, it's certainly not good. What should have been a simple parting of ways turned into a disaster due to *******'s childish and narcissistic behavior. I strongly advise against using this company.

  Business Response

  Date: 10/04/2023

  Dear Mr. *********************,
  
  Firstly, we take all feedback very seriously and ensure that every client experience is a reflection of the values we uphold at Hesel Media.
  
  Based on the extensive documentation we have provided, it's evident that we fulfilled our end of the service agreement with **************. We consistently provided him with leads, a dedicated CRM, and support throughout our collaboration. Unfortunately, issues arose from external factors, namely the suspension of his ******** Ad Account due to payment problems. Our team worked diligently to help rectify this, but our efforts required ****************** collaboration, which was not fully extended to us.

  You were given a proposal and agreed to it with signature at hand, including the extensive work that requires to set you up, launch and build the campaigns which could take 2-3 weeks which also includes the twilio A2P 10DLC situation

  
  In response to the claims about fabricated or false leads: We vehemently deny this accusation. All our leads are sourced through genuine marketing methods, and it is concerning to hear of such a claim. If there were any discrepancies in the leads provided, we would have been more than willing to investigate and rectify the situation if you were just open to chat about it, which you were not.
  
  We understand that all business relationships may not be seamless, but it is essential to approach conflicts with professionalism, understanding, and a sense of collaboration. It's regrettable that our attempts to communicate and clarify the situations at hand were perceived as "harassment" or "unprofessional behavior". We genuinely aimed to rectify issues and provide clarity.

  All your accusations are false, we had a clear plan, we know how to deal with the technical issues you presented in your account and the timing was something that made sense. We just lacked understanding on your end. One thing that is guaranteed in business is challenges and hiccups, but you werent able to comply with it.

  
  It is deeply concerning to witness this level of public maligning, especially when we are in the process of resolving the issue legally. While we respect ****************** right to share his experience, continuously posting negative reviews across multiple platforms borders on harassment and serves to paint an unfairly biased picture of Hesel Media.
  
  We request that ************** refrain from making further allegations or insinuations that could harm our reputation and instead, direct his concerns through the appropriate legal channels where they can be addressed more constructively. Let's aim for a resolution that respects the rights, reputation, and dignity of all parties involved.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  Hesel **************** Team

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20689471
  
  I am rejecting this response because:

  The most appropriate solution to address the issues stemming from Hesel Media's failure to fulfill their service commitments and *******'s unprofessional conduct is a full refund. At present, there are no ongoing legal proceedings. The Better Business Bureau (BBB) offers an initial avenue for customers to seek resolution before resorting to legal action, making it a suitable platform to resolve this matter without further escalation.
  
  To expedite resolution, I urge ******* to officially confirm through this complaint channel that Hesel Media will proceed with a full refund through the relevant financial institutions. This aligns with the evidence presented and *******'s own admission that the promised services were not delivered within the agreed-upon timeframe. It's noteworthy that he is now contradicting his prior emails and voice recordings confirming the service non-delivery, which is consistent with the concerning character he has displayed thus far.
  
  My decision to terminate our association was communicated in a courteous and detailed manner. Regrettably, rather than acknowledging this decision, ******* responded with disrespectful and threatening behavior. It is crucial to recognize that our current predicament directly results from his company's failure to meet its obligations, a lack of accountability, and particularly, unprofessional conduct.
  
  Despite any attempts to divert, manipulate, or deny the facts, the reality remains unchanged. If ******* wishes to mitigate negative feedback for himself and his company, it is vital to ensure a positive customer experience. While such behavior may have yielded positive results in the past, this situation necessitates a different approach.
  
  Although it might appear more convenient to disengage and move forward from this experience, I feel a responsibility to see this matter through. *******'s readiness to exhibit disrespect, deception, and defamation suggests that this may not be an isolated incident. Nevertheless, my hope is to inspire a change in behavior moving forward.
  
  My request for resolution remains consistent, and I am committed to pursuing the necessary complaints, reviews, and, if needed, legal action until the refund process reaches its conclusion. Thank you for your attention to this matter.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/13/2023

  Dear *********************,
  
  We appreciate your detailed response, and we love you attached the email conversation as it confirms our commitment to wanting to clarify and solve issues in a professional manner. While we respect your right to voice your concerns, it's imperative that the facts we present are accurately represented.
  
  To begin with, your claim that Hesel Media failed to deliver on its service commitments contradicts our internal records as well as the extensive documentation available. Our setup unfolded precisely as outlined in our agreement, right down to the specified timeframe for each deliverable. Importantly, our service commitments were not only met but supported with continuous collaboration from our end.
  
  Regarding the technical issues you encountered, such as Twilio A2P 10DLC and the requirement to verify your card in Business Manager, it's essential to understand that these are universal challenges affecting all businesses, not isolated to our services. Our numerous satisfied clients can attest to the fact that these challenges are readily surmountable through active collaboration. It's disconcerting that your collaboration was not equally extended to us in this regard.
  
  You pointed out the absence of legal proceedings; however, that was not the assertion made. The point was that we are committed to resolving issues amicably and professionally, prior to exploring legal avenues.
  
  Your request for a full refund does not align with the service delivered and the terms of our agreement. Every client relationship operates on a framework of mutual obligations. We delivered on every one of our commitments and expected the same level of cooperation from your end to navigate any challenges successfully. The willingness to make it work is a two-way street. Our successful track record is a testament to this collaborative approach.
  
  The allegations you've made against ******* and Hesel Media are serious and damaging. While we are deeply committed to ensuring a positive customer experience, this goal becomes difficult to achieve when there is a lack of collaborative effort and a pre-emptive decision to negate all the work done thus far through a chargeback.
  
  To reiterate, our mission is to build successful, long-term relationships with our clients. We've proven time and again that this is achievable when both parties are fully committed to the endeavor. We cannot accept responsibility for a one-sided lack of willingness to adhere to the stipulated requirements for success.
  
  We sincerely hope this clarifies our position. It is unfortunate that we have reached this point, but we stand firmly by the integrity and efficacy of our services and team. We recommend that any further concerns be directed through appropriate channels, where both sides can be heard, and a respectful resolution can be found.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  Hesel **************** Team.

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20689471
  
  I am rejecting this response because:

  The response provided does not appear to offer a concrete resolution to the issue, which is consistent with the unprofessional conduct and subpar service as described in previous communications. Resolving this matter swiftly and effectively is entirely feasible. It is disappointing that ******* and Hesel Media seem to persist in handling this matter in a manner that is perceived as dishonest, disrespectful, and immature. Instead of sending empty messages merely to fulfill BBB's response requirements, ******* and Hesel Media have the opportunity to propose a more meaningful alternative resolution to the problem. My position on this matter remains unchanged until a substantial and practical solution is presented.

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

• Initial Complaint

  Date:07/13/2023

  Type:Sales and Advertising 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.

  This company contacted me from an ad I inquired about on fb about building a social media presence for my business. *** contacted me multiple times to convince me that they build social media presence on fb in my real estate field and the price was upward of **** to get me set up and ads from my page to attract customers. After a month I find out they really are funneling customers from their own social media to give the illusion my page is attracting them. ****** the (account manager) couldnt answer important questions and refused to show me the ads that I was paying for. With my own diligence I searched and found not one social media page for my business. The customers thought I worked for webuyhouses.com not Homeroom Solutions llc like I was told. I reported them for fraud after realizing all the information they sent about how reliable they were, were false. They record you and also snap pictures without permission to make it seem like youre having constant pleasant interactions when I complained every conversation. This is how Mastercard denied my fraud claim. I am now seeking legal action

  Business Response

  Date: 07/13/2023

  Dear ******************,
  
  I'm *****************************, CEO & Founder of Hesel LLC, and I feel it necessary to respond directly to your complaints posted here at BBB.org. We value all forms of customer feedback and use it to improve our services and communication. I am disappointed to hear about your experience and understand your concerns, but I must firmly disagree with your assertions.
  
  We are proud to provide our clients with clear and straightforward services, and we stand by the integrity and transparency of our operations. I would like to directly address your concerns.
  
  We are a professional digital marketing company providing bespoke strategies, including leveraging our established social media presence, to enhance our clients' market visibility. The assertion that we merely create an illusion of client page activity is incorrect. You allege that we create an illusion that leads are coming from our clients' social media pages. In reality, we use a multi-platform strategy to reach your target audience, which includes leveraging our own robust social media presence where we use proven ******** pages, landing pages, ad copy and creatives that funnels traffic. These assets are seasoned through time and used for your campaign which generates leads. This is a standard and effective practice in the digital marketing field, designed to provide the maximum exposure and results for your business. 
  
  Regarding the advertisements you claimed were not shown to you, all our clients have full access to the ads we create for them. ******, our account manager, not being able to answer questions about the ads we run is an anomaly. Our standard procedure is to provide comprehensive details of all *********************** to our clients. I will personally ensure this is rectified and does not recur. If ******, our account manager, was not able to show them, it is certainly an exception and not the norm. I will personally address this concern with him and ensure it does not happen again.
  
  Concerning your claim that the customers were confused about who they were doing business with, our role is to provide leads for our clients, not to misrepresent them. Any confusion is unfortunate and not intentional. I assure you we are already working to prevent any such misunderstandings in the future.
  
  We hold client privacy in high esteem. Any recordings or snapshots taken during our interactions are solely for the purpose of quality control and staff training, and are not intended to manipulate any outcomes. This approach is part of our commitment to service excellence. We have a clear policy to respect our clients' privacy. Any calls or interactions recorded are solely for quality control and training purposes, and to maintain high levels of service.
  
  Your fraud allegations are taken seriously and I want to emphatically state that they are unfounded. We provided all necessary documentation to your bank to dispute your claim, and remain confident in the value and quality of our services. The prospect of legal action is unfortunate, however, we stand by our operational integrity and are prepared to defend it. You state that you reported us for fraud and that we provided false information about our reliability. This accusation is serious and untrue. We stand by our commitment to deliver what we promise, and we provided the necessary evidence to your bank to dispute your claim. 
  
  We are sorry to hear that you are seeking legal action. We also have to protect our interests, and we believe strongly in the quality of the services we provide. We stand firmly by our actions.
  
  Our mission is to help our clients succeed. We regret that our collaboration didn't meet your expectations, but we will continue to uphold our commitment to honesty, quality, and integrity in our work, you are still open to come in as a client and continue the service as we value our clients even if there is situations like this. At the end we believe in working things out until clients succeed like the many others we have in our website, ******* and so on.
  
  Our primary objective is always client satisfaction and success. It is regrettable that our services did not meet your expectations. I am personally available to discuss any additional questions or concerns you may have. Thank you for your time.

  
  Sincerely,
  *****************************
  CEO & Founder
  Hesel LLC

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20315135
  
  I am rejecting this response because: this response is straying away from the fact that I paid for and expected BRANDED ads and social media presence. The response is admitting to these mistakes but not taking accountability. I was told ON VIDEO by *** after I sternly asked and he assures me this is what is offered. I have attached the form where ******** links and company logos were requested from Hesel media to BRAND my company on social media that was NOT used. At all. Also proof that it wasnt utilized. This company provides leads to customers who stumble across their ads on fb then those customers are sent to whichever client is in that area code. Some customers didnt even know why I contacted them because we werent in the same place. Bottom line is this was a deceptive action to get me to join. Once I found proof and brought it to their attention I was brushed off. I have also attached a text message from Hesel media attempting to threaten me at 1am on a Sunday morning about my issues with them which is VERY UNPROFESSIONAL! The services provided were NOT as described to get me aboard. I would like my funds refunded. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/18/2023

  Dear **************,
  
  Thank you for your response. Your concerns are important to us, and I believe some further clarification could help address them.
  
  Primarily, we specialize in lead generation through the execution of various digital marketing strategies across multiple platforms. This includes the utilization of our tried and tested ******** pages, landing pages, ad copies, and creatives to maximize your business exposure and generate high-quality leads. We do not create illusions of activity on your social media pages, but rather aim to drive real, potential business to your door.
  
  As for branding, it's crucial to understand that it is an integral part of our long-term strategy, but it is a process that grows gradually. We prioritize generating leads and assisting our clients in closing deals, and as these leads engage with your videos and other brand-related content over time, your brand visibility and recognition will naturally increase. This strategy allows us to deliver immediate, tangible value while fostering the long-term success of your brand.
  
  On the topic of the leads generated, we understand that you expected different results. However, we believe that all leads, including sellers, have inherent potential value. Throughout our engagement, we outlined several frameworks for capitalizing on these leads. While the leads might not have directly matched your expectations, with the right strategies, they can still contribute to business growth.
  
  Regarding your concern about some leads' confusion, we are constantly refining our methods to ensure the leads we provide are not just high quality but also relevant. Any confusion experienced by the leads is unfortunate and unintended, and we are actively taking steps to prevent such misunderstandings in the future.
  
  The issue with ******, our Account Manager, not being able to provide details on the ads we run is an anomaly, as we routinely train our staff to provide accurate information about our campaigns to our clients. I personally guarantee this issue will be addressed to avoid a recurrence.
  
  As for the feedback on unprofessional communication, we uphold high professional standards and believe all communication should occur within appropriate hours. We take this feedback to heart and will ensure this standard is reiterated among our team.
  
  Lastly, your allegations of fraudulent behavior are grave and we strongly dispute them. We operate with integrity, transparency, and commitment to fulfilling our promises. We have provided your bank with all necessary documentation to dispute the claims made against us.
  
  We regret that you're contemplating legal action. Nonetheless, we stand by the quality and authenticity of our services. It is unfortunate that our partnership didn't meet your expectations, but we remain committed to dialogue, resolution, and client success.
  
  Should you have further questions or concerns, please feel free to reach out.
  
  Sincerely,
  
  *******
  
  
  

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20315135
  
  I am rejecting this response because:

  Thanks for responding. But what you have just explained is exactly what I explained to *** that I did not want when he was signing me up. If Hesel Media can provide all recorded zoom calls between *** and ****** for the duration to the BBB it can better put in context exactly what happened here, instead of screenshots on my just being on the call. Saying that employees of this company misinforming and misleading customers is an anomaly doesnt excuse the fact that it happened. I was very patient through the process as well as professional. Once I found out that there were no ads guided toward my brand is when I asked for information ****** could not provide. 
  

  Upon making payment I was reassured that this was geared toward Homeroom Solutions llc branding. I was also left hanging by *** when I requested to speak to someone who knows exactly how the process goes before I made payment. When I talked to ****** he explained that *** doesnt know the process and most of the info I provided isnt actually used. All of this is on the zoom calls Hesel Media has referenced.  
  

  No matter how its worded, Hesel media has dropped the ball on your employees providing accurate information to take on a new customer. That isnt something that Homeroom Solutions is responsible for. Also, heated text messages about payment at 1am on a Sunday morning is NOT at all acceptable in any plane of business. Accountability must be taken and it seems like this company doesnt take pride in this. I would like my funds refunded. This was a very bad experience that my company would like to put behind it. 

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