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:10/25/2024

  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.

  Notice of Breach of Contract On July 16, 2024 and July 30, 2024, I entered into agreements with Digital Media. In exchange for $ ******, The July 16, 2024 agreement promised to provide website development and business branding . The July 30, 2024 agreement was to provide social boost strategy, video marketing boost and digital media boost in exchange for $9200. Both agreements provided for a 30-Business Day delivery date. Unfortunately, Digital Media has not fulfilled its obligations to me under either agreement. Specifically, the 30-Business Day delivery date, for the July 16, 2024 agreement, expired on August 27, 2024 without the agreed upon services being provided. The 30-Business Day delivery date for the July 30, 2024 agreement expires on September 10, 2024. Your employee cancelled our scheduled meeting and re-scheduled for September 11, 2024 which is outside the guaranteed delivery date. It is unfair, not to mention a clear contractual breach, for your company to fail to even hold scheduled meetings in a timely fashion which failure will cause Digital Media to breach the second agreement as well.Digital Marketing says their number one goal is client satisfaction, and ***** my web designer has not followed through with anything she said she was going to do. When I emailed her to ask if she could help import some materials she said that her email was hacked and she could not do so. At a later date never did anyway, or corrected some of the input prices like she said she would. Also, one of my pages was in Latin and she also said she would work on that and never did, and I actually have her questions on my site asking why she hadnt changed it.I have made myself available and tried to meet even sooner in order to quicken this process yet have not been met with the same diligence and response. Again, Digital Marketings number one goal was client satisfaction and I have been disappointed and not provided with the services I was promised.

  Customer Answer

  Date: 10/28/2024

  I'm adding to the complaint that I feel like it's actually more of a high end scam and once you sign the contract you are stuck in a half truth story and when you actually get into the actual set up, they weren't honest from the beginning! Saying that you are competing with ******, and shipping will be fast is a lie.  It's basically setting up a nice Temu website.  You are on ******** and putting products on line to make money from that.  It's all just low end quality things that you are selling for a higher price!  One it's not right and two, it's where the truthfulness of what they are telling you.  Once you have signed the agreement you have random phone meeting with individuals that make no difference in what you are actually doing. 

  I don't think they have any intention of refunding my money, but I do not want individuals to go through this and want to know what the next step would be to help stop this from happening to others!

  Please let me know how I can proceed in helping this to not happen to someone else!

  WB
  

  

  Business Response

  Date: 11/04/2024

  Good day,

  We appreciate the opportunity to address ******* concerns. Digital Success Media is committed to ensuring clarity, transparency, and fairness in all client interactions. We understand that ***** is dissatisfied, but we respectfully disagree with the claims made. Below, we provide our response to clarify our position and to highlight the efforts weve made to satisfy this client.

  1. Delivery Timelines and Contractual Terms
  ***** states that we breached contract delivery timelines. However, both agreements signed on July 16, 2024, and July 30, 2024, specify a 30-business day average delivery timeframe, which does not guarantee a fixed completion date. Our contracts include this provision to allow flexibility in delivery, considering potential project-specific adjustments.

  Upon review, we confirm that services under both agreements were provided within these average timeframes. We have attached a signed "Completion Agreement"  to show that we were indeed within the agreed-upon delivery window. ***** also signed several documents acknowledging completion and approval of services, reinforcing that milestones were achieved as outlined. (please see attached signed completion agreement)

  2. **************** and Communication
  We acknowledge that Wayne reported challenges with our staff member *****, which we regret. However, Wayne had access to multiple points of contact, including company emails, support lines, and alternative account managers. Although no concerns were communicated beyond *****, our team proactively reached out on multiple occasions to ensure client satisfaction and to provide further support.

  Our company promptly offered to reassign ***** to another campaign manager and provide additional complimentary services to help rectify any misunderstandings, which was not accepted. We have maintained consistent communication and made multiple attempts to meet ******* needs, which we believe demonstrates our commitment to their success.

  3. Product Quality and Service Integrity
  The clients comments about our business model, product sourcing, and pricing are also unfounded. The services provided align with the agreement terms, including the strategy discussed at contract initiation. There was no misrepresentation, as we consistently aim to be transparent about our business offerings and competitive strategies in the digital marketplace. Again, during his entire campaign, were their no complaints made of quality of service or quality of training provided. 

  4. Refund and Resolution Efforts
  ***** requested a full refund, which we cannot accommodate as the services were rendered as per the contract, and the agreements were fulfilled within stipulated timelines. However, in the interest of a fair resolution, we offered two alternative options:

  Continued Service with Additional Complimentary Benefits We proposed reassignment to another campaign manager, removal of ***** from the project, and additional marketing services at no cost to help enhance the clients experience.

  Partial Refund on ****************** For the services under the second agreement (nearing completion), we offered to speak directly with our owner to explore a partial refund. This offer was made in good faith, recognizing the clients frustration. Both options were intended to provide a balanced solution. We believe our offers demonstrate a genuine desire to reach a mutually satisfactory outcome.

  Digital Success Media has maintained professionalism and adhered to all contractual obligations in our relationship with *****. We are dedicated to maintaining high standards in client satisfaction, and we regret that Wayne feels disappointed despite our extensive efforts to address each concern.

  Thank you for considering our position. We are open to discussing any additional, fair solutions that may satisfy both parties.

  Best,

  Digital Success Media

  Customer Answer

  Date: 11/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and would like to know what they would offer as a partial refund. 

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22472196
  
  I am rejecting this response because:

  Please see attached
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 12/05/2024

  Thank you for sharing your experience. At Digital Success Media, we take all customer feedback seriously, as it helps us improve and address concerns effectively. However, we believe its important to provide a more complete and accurate perspective on this situation. The claims continue to be unfounded and flat out completely inaccurate. 

  Building a Realistic Path to Success -
  From the beginning, we emphasized to ***** that building a successful businesswhether online or offlinerequires time, effort, and commitment. As a current business owner himself, this is a principle he should be familiar with. We worked to set realistic expectations about the challenges and opportunities in building an online business. Unfortunately, it seems those expectations were not aligned with the realities of creating a sustainable business in the digital space. 

  Satisfaction and Collaboration -
  During the majority of our engagement, ***** was satisfied with the work being done and the progress made. He was in regular communication with our team and appeared to be happy with the direction of the project. However, a conflict arose when he had a disagreement with one of our employees over a relatively minor issue. We immediately addressed his concern, spoke with him directly, and resolved the issue to his satisfaction.

  Unwarranted Dispute of Transactions -
  Despite our diligent efforts to deliver on our commitments, ***** chose to dispute charges and file complaints. These disputes were carefully reviewed by the bank, which ultimately found in our favor and returned the funds to our company. This confirms that our practices were fully compliant, professional, and aligned with the agreed-upon terms of service.

  Efforts to Resolve Concerns -
  We have made repeated efforts to address Waynes concerns in a fair and reasonable manner. Our team has remained accessible and willing to provide support and solutions throughout this process. Unfortunately, his decision to escalate the situation through disputes and complaints limited our ability to work collaboratively toward a resolution.

  Commitment to Honesty and Transparency -
  We take pride in the transparency and integrity of our services. Our team is upfront about the nature of the business model, the products involved, and the effort required to achieve success. The tools, resources, and strategies we provide are designed to set clients up for long-term success. While we regret that ***** did not achieve his desired outcomes we remain confident in the value of the services we provide to all our clients.

  We understand that any business venture comes with challenges and frustrations, but we firmly believe in the importance of open communication and collaboration to overcome these obstacles. We regret that ***** chose to disengage from our campaign before it could fully develop. Nonetheless, we wish him the best in his future endeavors and hope he finds success in his business journey.

  Customer Answer

  Date: 12/15/2024

   
  Complaint: 22472196
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:08/27/2024

  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.

  Date of Transaction: 8/12/2024 Amount Paid: $67.00, $100.00, $6,280.00, and $5,385.00 What they promised: To help create an internet business What the nature of the dispute: Internet scam, Not Fulfilling Promises

  

  Business Response

  Date: 09/06/2024

  Dear *****,
  
  Thank you for bringing your concerns to our attention. We take all feedback seriously and are committed to resolving issues promptly and fairly.
  
  We understand from receiving your complaint that you are dissatisfied with our services regarding the creation of an internet business and believe you have been scammed. We want to address this matter directly and transparently, as that is a very serious accusation.
  
  Transaction Details:
  8/5/24 was the date you contracted us for services. On this date Digital Success Media collected a down payment of $995.00 and immediately began working on your account. 
  
  8/12/2024 the remaining balance of $5,385.00 was then collected.
  The total amount you paid Digital Success Media is $6,380.00, which the pricing of services was clearly outlined in the attached contract for services form in multiple locations.
  
  We worked with you for a full week before you ever paid your balance in full with us, because you wanted to get started right away, which we obliged. 
  
  Our Commitment and Actions:
  Initial Consultation and Agreement: We conducted an initial consultation to discuss your internet business goals and agreed on a plan tailored to your needs. Our promise was to assist in creating a successful online presence by developing you a website. We fielded multiple calls with you throughout this process, in gathering your ideas and goals, to ultimately delivering and launching you your dream website. 
  
  Please see attached website questionnaire that you completed with us, as well as your signed approval of our website prototype clearly stating "I am satisfied with the look of my Website and give Digital Success Media my approval for making the page live and published. I understand that this is my opportunity to request any aesthetic changes and voice any personal preferences. Moving forward once the site is completed, I understand that it could take up to 30 days for any additional requested edits to be fulfilled."
  
  Once you signed off on the website prototype, our developers began to finalize the site after making the requested edits. Once all requested edits to your site was complete, we completed and delivered your website, after you signed off and agreed everything was exactly as you wanted it. (Please see attached signed Website Completion Form)
  
  Service Provided: We have worked diligently to deliver the services outlined in our agreement. This includes complete website development, and training on the website.
  
  Efforts to Resolve: We have attempted to reach out to you multiple times to address any issues or concerns you may have had with our services. Our records show that we have placed multiple calls, texts, and emails to get in contact with you to no avail. You have been completely non-responsive to these attempts. We have emailed to offer a full refund, even though we have completed services with you.  (Please see attached email offering full refund.) 
  
  Resolution Steps: We are committed to resolving this issue and ensuring your satisfaction. To move forward, we propose the following steps:
  
  Review Meeting: Lets schedule a meeting to discuss your concerns in detail and review the services we have provided.
  Possible Refund: If we determine that any part of our agreement was not fulfilled as promised, we are willing to discuss a fair refund based on the services rendered.
  
  Please contact us at your earliest convenience to schedule a meeting or to provide additional details about your experience. We value your feedback and are eager to work towards a satisfactory resolution.
  
  Thank you for your patience and understanding.
  Sincerely,
  
  ******** *********
  CEO
  Digital Success Media
  **********************************************************************************************************************