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:02/26/2025

  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.

  I attempted to cancel my service before my due date and the email did not go through apparently. I then sent another email 3 days after my month started. They stated they are unwilling to prorate my month even though they are not performing a service for me this month. I dont want to and should not have to pay for the whole month.

  Business Response

  Date: 02/27/2025

  Hello, 

  We are sorry to hear you have experienced difficulties with cancelling your services. Please provide us a screenshot of the email you tried to send prior to your bill date and we would be happy to look into the situation.

  Customer Answer

  Date: 03/11/2025

   
  I am rejecting this response because:
  
  

  I sent the email and my computer glitched and never sent it. So i sent it a few days later and now you want us to pay the full amount for 3 days or service. Thats not fair. I was a loyal customer for years and never missed a payment. Please work with me.

  Business Response

  Date: 03/11/2025

  Hello, 

  We are sorry that you experienced difficulties with your email when trying to contact us. Per our service agreement, we require at least 24 hours notice in order to ensure you are not billed. We apologize for your dissatisfaction, however, we are unable to provide a refund as our team followed protocol. 

• Initial Complaint

  Date:02/25/2025

  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 have been attempting to resolve an issue with Town Square Interactive for the past six months. Throughout this time, I have experienced an extreme lack of competency, accountability, and professionalism from their customer service team. It has been incredibly difficult to get in touch with someone who is knowledgeable and capable of handling my concerns. For six months, I have made repeated attempts to cancel my services and obtain a refund for the months in which I was charged despite not receiving the services I was promised. *********** Interactive failed to deliver on the agreed-upon services, yet they continued to bill me. After months of persistent communication and frustration, I was finally able to reach someone who acknowledged my concerns. At that point, the company had three options:1.Issue a refund for the six months of services I was charged for but did not receive.2.Provide the services they initially agreed to deliver.3.Proceed with litigation.Instead of making things right by honoring their commitments or issuing a refund for the services they failed to provide, they chose the path of litigation. This decision speaks volumes about their business practices and disregard for customer satisfaction.I find this conduct unacceptable and highly unprofessional. *********** Interactive has demonstrated poor customer service, a lack of accountability, and an unwillingness to resolve disputes in good faith. They have neither upheld their contractual obligations nor honored their promises, leaving me with no choice but to escalate this matter further.I am filing this complaint to formally document my dissatisfaction and to warn other potential customers about my experience. I strongly **************** Interactive to reassess their customer service practices and ethical responsibilities. Additionally, I am requesting that they take immediate corrective action by refunding the six months of fees I paid for services that were never rendered.

  Business Response

  Date: 02/26/2025

  Hi there, 

  We apologize for any issues you have experience with our team and would love to turn this around for you. It looks like our representatives have been working with you the last few days trying to provide you with viable solutions - specifically, expanding your SEO locations for better results. If there are other alternatives you are looking for, please tell me. If there was a formal cancel request made where you no longer should have been charged, please provide that as well.

  Customer Answer

  Date: 02/26/2025

   
  I am rejecting this response because: there were 3 solutions presented to TSI.  The first, refund the money, the second, actually provide what they were selling, the third litigation.  This is just prior to litigation.  At this moment the only remedy would be to refund 6 months of service to which I was trying to remedy this issue and nothing has transpired from that.
  
  The resolution at this point is 6 months of refunds or litigation.
  
  

  Business Response

  Date: 02/27/2025

  Hello, 

  We are sorry that you feel our teams efforts are not meeting your expectations. We are unable to provide a refund of 6 months as there was not a cancel request missed. Our team is doing what they can to turn the situation around - however, per the service agreement, a refund is only warranted if you request to cancel and we do not fulfill that request. 

  Customer Answer

  Date: 03/01/2025

   
  I am rejecting this response because:
  This is the incorrect. Ive been trying to remedy this issue for the last 6 months and its taken months to finally speak to someone. 
  

  a lot of my messages were ignored and promised calls and remedies. Nothing. 
  

  the 6 month request is fair since Ive been requesting a cancellation for the last 6 months. 

  Business Response

  Date: 03/11/2025

  Hello, 

  As mentioned in my previous response, if you had a cancel request 6 months ago - please provide this. For example, screenshots of email, texts or dates of phone calls so I can look into this situation and then take proper action.

• Initial Complaint

  Date:02/04/2025

  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 have tried to cancel this service multiple times and they keep taking money out! They refuse to refund my money.

  Business Response

  Date: 02/05/2025

  Hi! We are sorry if you have experience any difficulties with our team. After searching for your account, we could not find a business associated with this name, email or phone number. Please provide your full business name, business email and business phone number so we can properly execute a solution!

  Customer Answer

  Date: 02/05/2025

   
  I am rejecting this response because:

  The business name they should be looking for is ******* Landscaping. 

  
  

  Business Response

  Date: 02/05/2025

  Hi, 

  I was able to locate your account and pull the calls from the last few months. One of our representatives downgraded your package price from $300 to $149 on 12/02/2024. Your reoccurring monthly bill date was on the 21st of every month, so this downgrade took place prior to your December bill. On January 23rd 2025, another one of our representatives spoke with the owner regarding your cancellation - where your account was then put into pending cancellation (meaning it would not longer be charged). This cancellation request took place 2 days after your bill for the month. Per our service agreement, we require at least 24 hour notice prior to your next billing cycle to ensure you do not get billed. We would not be able to provide a refund of $600 for two reasons, firstly your account was paying $149 per month for the last 2 months - not $300 per month. Secondly, since we received the cancel request after your bill date, we can not provide the refund. 

  However, if you have any written communication / specific call dates where you requested to cancel prior to January 23rd (specifically before your bill date of the 21st) I would gladly look into this request and provide a refund if warranted!

  Customer Answer

  Date: 02/05/2025

   
  I am rejecting this response because:
  I had spoken to someone in December and they were going to downgrade and said they would call me to confirm I wanted to continue before the next billing cycle. No one had called. This is why **** had called on 23rd of Jan requesting a refund and to confirm cancelation. This is 2 days after billing cycle and I have requested and confirmed cancelation as of now for the account. Can you at least refund for the 150 you took out since I will not be using your services? 

  Business Response

  Date: 02/19/2025

  Hi *******, 

  I have forwarded all of this information along to our finance team to see if we can get the refund of $150 submitted. Please call our office directly to speak to a representative if you have further questions.

• Initial Complaint

  Date:01/31/2025

  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 paid Townsquare Interactive over $750 to bring in traffic to my business towing. Once I paid my initial fee $350 they attempted to charge me another $350 before my page or any clients got in touch with me. I told them I would like to cancel because it makes no sense that I pay more money and I havent gotten a call. December they reached out to me via phone call and asked how everything was going. I then asked to cancel because I havent gotten a call and I would rather not keep going on without receiving anything from my money. I then get a call in January saying that I owe. I told them again that *** already canceled. They then tell me they will look to see if I canceled. I get a call back saying that theres nothing about me canceling and this will go into collections. I feel that this is robbery because clear I was unhappy with the service from the beginning. They promised to get me calls and didnt get me anything. Now, they want to put an account in collections that should not have been up in the 1st place. This company just lies and prolongs the situation so they can get more money out of you.

  Business Response

  Date: 02/19/2025

  Hi There, 

  We are sorry to hear you did not like our services. The way Townsquare works, is we create the websites and get you set up with the ultimate online package, however, you will not see a return right away. Search Engine Optimization takes time to get you ranking online and allow others to find you. Our payment services are a monthly subscription. You can cancel with us anytime as long as it happens prior to your next billing cycle. 

• Initial Complaint

  Date:01/24/2025

  Type:Product 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.

  Signed up with this company mid nov/24. They were supposed to provide set services, and a new website. Mid December I received a link to the new site. I was extremely unhappy and sent email with my concerns. Saying it was so bad that if It was made right I would cancel. On a phone call with the company they said they would push back the bill date a week until they had time to get me a new site. Never heard anything, no site, and charged on 12/22 when they said I would not be charged until the 28th. I called twice to cancel. Put in my cancellation notice. Never heard another word, and was charged again another $428. Things after I cancelled twice by phone and once by email. This company continues to steal my money with no repercussions. Upon calling they say that have to review it etc. I ALREADY CANCELLED AND AM STILL BEING CHARGED!!! This company charged me $1300 and all they ever did was draft a horrible website that was never used. They literally stole $875 for me. Worst so company *** ever dealt with. Corrupt liars and thieves!

  Business Response

  Date: 01/24/2025

  Hi *******, 

  We are sorry to hear you have noy enjoyed your experience with Townsquare. after reviewing your account, it looks like you just spoke with one of our representatives to officially cancel your account. It looks like there was some miscommunication with the cancel request originally. I have reviewed the original email you sent to our company where you said you wanted the site completely re-done and would not pay for the site as is. I would love to discuss where we fell short and come to a resolution. 

  Customer Answer

  Date: 01/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. They have refunded me, and corrected the situation. 
  
  Thank you. 
  

• Initial Complaint

  Date:12/02/2024

  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.

  On 11/7/2024 I paid $450 for website management and *** services. After I talked to the salesman who sold me this package I was told that a client *** would be calling to for new client onboarding. The new client *** called and this is when I was told that I paid for a new website package, to which I ***lied I dont need a new website and would not have signed up if I knew this. I wanted to cancel at this point but they told me they could still manage and create content for my current site so I agreed to proceed. Another week went by before speaking to the next client ***, *****, who told me the salesperson and first client *** were wrong and they wouldnt be able to create content for my site. It has been now been a month with them and no work was done.

  Business Response

  Date: 12/06/2024

  Hello, 

  We sincerely apologize for any miscommunication that took place during your time with us. After reviewing your account, it looks like our finance department has issued you a refund for the desired amount. Please let us know if you have any other questions.

  Customer Answer

  Date: 12/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:11/19/2024

  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.

  Been calling for over a month trying to get answers for the terrible performance of my website. nobody i talked to could answer my questions. i told them to cancel the service but they wanted to try to fix things. i told them they could but only if i will not be charged because im not paying for them to fix their own problems. they agreed but managed to fix nothing. they did manage to charge me for not only that month but another month on top of it. I have the phone call where they agreed to the free month recorded and prepared to present it to a judge if they decide try to make me pay anyway like the c*** company they are.

  Business Response

  Date: 11/22/2024

  We are sorry to hear you are not satisfied with our services. After reviewing your account, we could not find a cancellation request - if you are able to provide us with the date in which you requested to cancel and how (email, text, voicemail or phone call) we can look into this matter further and provide a refund. 

• Initial Complaint

  Date:11/11/2024

  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.

  Signed up with Townsquare, When signing up they told me that if i did cancel that the website would be mine at the end of the agreement. I Attempted to Cancel in October of 2024 and was told that I only get the Content and not the Website, also they failed to advertise for me properly on ******** and other issues where it took Months to square away or get access. Townsquare kept advertising Alarm System Installs which i told them that that i do not do those type of Installations and had multiple conversations regarding to stop advertising those categories and only A/V, Network, Home Theater, Security Camera's yet they kept going back to *************. I finally spoke with **** ******* the Director of Revenue Preservation and he agreed to refund me $1,000 and all the Content from the website this was around October 15th-18th, It now 11/11/2024 and I have received no refund and Multiple E-mails and Voicemails to **** ******* with no response at all. I had also requested a partial refund for the timeframe since I would not be using them for a full month and no response on that as well. All i am looking for is the content for my website, and a $1,500 Refund.

  Business Response

  Date: 11/12/2024

  Hello *******, 

  After reviewing your complaint and looking into your account, it looks like you have spoken with **** ******* recently where he has expedited the refund and transferred over all content. If you need further assistance, please reach out. 

• Initial Complaint

  Date:10/29/2024

  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.

  I have requested to stop services of a website they created for us the last week of August for the month of September. We were on a month to month with no contract. The first of October we received a past due notice. I called and spoke to **** who stated he would close acct. Today, they've they withdrew funds again.

  Business Response

  Date: 10/30/2024

  We are sorry to hear you have not been satisfied with our services. Although we are a month-to-month service, we do require a minimum of 24-hour notice prior to your next billing cycle to ensure our automatic billing does not go through. If you are able to provide us with your original cancel request that had taken place prior to your bill date, we would be more than happy to initiate a refund. 

  Customer Answer

  Date: 10/30/2024

   
  I am rejecting this response because: Wednesday 08/28/2024 8:07am, I called to close the acct before the charges would occur for the month of September. I spoke with **** on the accounts resolution task line. He stated he would close the **** but would like to have someone call me to discuss keeping the acct open for no charge for a period of time to see if our finances improved. I never received a call. The first week of October I received a past due notice. I called on Monday 10/07/2024 9:54am and spoke to ***** on the accounts resolution task line. He stated he would have **** **** me back since he was the *** I spoke with previously. At 10:40am, **** called me back. He stated I agreed at the last call in August to one month free, which I did not. He stated he would close the ****. Yesterday, 10/29/2024, I found that I had been charged $324 by Townsquare yet again. I do not have anything in writing. Only the dates and times and names of people I've spoken to. I do not want their services. I would like a refund of the most recent charge. And I would like to not be charged again. Thank you 

  
  

  Business Response

  Date: 11/04/2024

  I would be more than happy to assist with this. Please send your full business name, the email attached to the account and phone number.

  Customer Answer

  Date: 11/04/2024

   
  Better Business Bureau:
  
  I have attached my information they requested to forward to Townsquare. I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:10/23/2024

  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 will harass you until you decide to use them, they will promise you the world and give you a rock. My website was a copy and paste website that they done and has been a complete nightmare. DO NOT USE

  Business Response

  Date: 10/30/2024

  We are so sorry to hear this feedback and would love to discuss how we can improve moving forward. We have the ability to change and alter our websites until you are happy with the end result, and would be more than happy to completely redesign your site free of charge. If you would like to discuss this further, please give us a call!