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:12/27/2022

  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 paid ************************* $650 on 12/15 that suppose to cover her handling my social media accounts and marketing from 12/15 to 1/15 Last night i told her that i was going in a different direction with my marketing and no longer needed her services effective 1/15, which would be the expiration date of what she was just paid for.I informed her to post this morning like she usually does, but she refused and mentioned she logged out of all my accounts i asked for a refund since she did not want to do what she was paid to do. Apparently she feel some type of way that I no longer need her services but you do not take people money and not perform what you was paid to do She did not do her normal duties this morning and her response was that she logged out my accounts.I attached screenshots of the our conversation and the confirmation of payment that was sent to her 12/15 when i requested a refund she ignored my mesaages Since she is refusing to continue the month that she was paid for (12/15-1/15) i am requesting a refund of $650 the $650 covered the posts that she was suppose to post starting today i also attached the plan sent by her via email with everything that she was suppose to do for this week as well as the texts I will like to be refunded $650 for the services that i paid for since she is refusing to answer calls, texts etc You do not get paid for a service and refuse to work for the duration of what you was paid for

  Business Response

  Date: 01/04/2023

  We at Lx Media Co. take our services and reputation very seriously. We have worked with *************************** for the last two years without any of the issues she has currently stated and at times over the past two years (out of goodwill) dealt with unprofessional work flows and requests that go beyond the average client. For example, most recently, a huge delay in payment for November 2022 which inconvenienced us - however, we understood the circumstance and continued providing services considering the huge delay in payment later received in full 12/1.

  The cancellation that ******* proposed was a pause of services from 12/22/2022 to 01/06/2023 despite the fact that the work was already completed up until last week of December.  However, ******* requested a pause on posting to her social media effective 12/22/2022. Normally, we do not continue work after a client has terminated their services. This means no refund or exchanges regardless of the different direction ******* wanted to take her marketing or terminating our services 5 days after she submitted her regularly scheduled payment for December.

  The $650 rate is, almost, if not 1/3 the average figure for the services provided in 2023 that she is claiming. This rate was because of our existing and continued services over the years and a price adjustment was something that should have been implemented, especially if she was more forthcoming about ending her services/moving in a new direction. Considering that our rates have increased significantly since her sign on date in 2020 and now reporting us on this platform demonstrates her efforts to libel and slander our business. Should things continue on her end, we will see no hesitation in taking legal action against her independently. 

  $650 is the rate for social media and email marketing, which ******* did not complain regarding email marketing. In fact, she received more emails in December than the normal standard. The social media rate alone for her is $400, not including the email marketing rate of $250. Considering the work was done up until 12/27/2022 and she cancelled services 12/21/2022, a refund or exchange cannot be made. 

  Currently we believe we have already delivered services rendered. It was her decision to hire someone else, pay for our services then later pause/cancel which is not allowed via Lx Media policy. Refunds and exchanges only apply to existing and continued clients. Once termination has been requested, we log out of all social platforms and communication ceases.