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:02/21/2023

  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.

  I used to town Square to put me on ****** and maintain my website now I have no website and no ****** my business. They lost everything I want everything returned.

  Business Response

  Date: 02/21/2023

  They have both a website and a ****** My Business currently. 

   

  ****** My Business can be found here: *********************************************************************************************************************************************************************************************************

  and website can be found here:

  *****************************************
  
  

   

• Initial Complaint

  Date:02/06/2023

  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.

  this company was by far the worst marketing company we worked with they have a terrible score with the BBB and have terrible reviews on every reputable platform, lack of communication, never changed up our designs that we were wanting done , we spent over 12k with them over the course of 3 months and they won't even let us keep the website at the end, as we were working with them we only received roughly a total of three calls they delivered ,they wouldnt work on revising or helping with the website nor adjusting the campaigns to suit us better we were suppose to get monthly progress reports and that stopped after the first month there employees gave us poor customer service and attention until the end when it came to renew , i myself got on ****** and advertised myself and delivered for more then i've ever seen. this place i feel and what i experienced were crooks and just ran off with our money. buyers beware and search for someone more reputable i wish i read the reviews before going with them BUYER BEWARE

  Business Response

  Date: 02/07/2023

  Hi ***,

  I am sorry our services did not work for you. It was always in the contract that the design/framework of the website was not transferrable as it is built on our proprietary platform. However, you do own the domain and any content within the site, as stating in your contract. I can see where your ***************** Specialist regularly reached out with suggestions on how to improve your campaign, even leaving messages with your receptionist, and we automatically send reports each month. We offer unlimited updates and even gave you a free month while you work to transition to your new website. We will not be able to offer a refund. We wish you the best of luck moving forward. Please let us know how we can help in your transition to your new website.

  Customer Answer

  Date: 02/12/2023

   
  I am rejecting this response because:

   

  didnt solve anything,  buyer beware of this company and there lack of service. pack of liars and have more then enough reviews to prove it 

  
  

• Initial Complaint

  Date:01/25/2023

  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.

  In October of 2022 we signed up with TownSquare Interactive. We had a brand new company and needed help building a website and getting our name out there. We were assured that we would get a conference call that would explain how everything was going to work for us and exactly how TownSquare Interactive was going to help our business grow.We waited and nobody bothered to call but the $297.00 was debited from our bank account like clockwork. After waiting a week we decided that we no longer had faith in this company so we called and canceled the account. I was assured that no more payments would be taken from my account. I am totally disabled and live on a very fixed income. Here we are, many phone calls later and payment deductions that still have not stopped and still no refund. I decided to give you one more chance before filing this complaint, yesterday I was told that someone by the name of ********************************* was going to give me a call or contact me via email. I was once again assured that she would be the one to straighten up your mess. Another day has come and gone and still there has been no contact initiated by TownSquare Interactive. It amazes me that you are still in business because this is not how you conduct a professional business.Thank you,**************************

  Business Response

  Date: 01/26/2023

  Hi **********,

  Thanks for reaching out. We have done our due diligence on your account. A refund ticket has been sent to **************** for the last 3 months of charges. We are very sorry this happened as it appears to be an error in our system that triggered the monthly billing. One of our team members did call you and left a voicemail with their direct phone number. We hope you have a good rest of the week.

• Initial Complaint

  Date:01/23/2023

  Type:Order 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 did nothing for my business. They were paid **** for three months. When I asked why Im I not seeing any customers . They tolled me that we were being advertised in ***********. Needless to say I would never get busines from a small town. They were supposed to advertise in the bigger city in my area.They refused to give me my dot com back I paid for. And wanted more money. Dont get sucked in to there trap

  Business Response

  Date: 01/23/2023

  Unfortunately this is the case with SEO. These are not Townsquare rules but are ******** rules. When working on SEO ****** is first looking for you to rank in the area you are located. As you find success you can then start ranking in surrounding areas as well. Unfortunately three months is not enough time to get top rankings on ****** and expand to surrounding areas.

• Initial Complaint

  Date:01/13/2023

  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.

  Town square interactive did not provide the services they promised. They created a website for my business that was inferior, they charge me $900 and I received absolutely no calls for my business I demanded a refund and they refused. Prompting me to file a complaint with the attorney general and small claims court.

  Business Response

  Date: 01/13/2023

  Hello. In reviewing your account, I can see that we did build you a website per your instructions on your initial conversation and then made adjustments per your request. As a part of your package, you have unlimited edits to the website. SEO has also been added and continuously updated per ******** best practices. As your ***************** Specialist has explained, the timeframe for optimal results will depend on a variety of factors including the local population, competition within your market, the online presence you have carried over into your services with Townsquare Interactive, etc. Because we have and will continue to fulfill our obligations, we cannot warrant a refund. Please continue to work with your ***************** Specialist on the best plan to grow your business online.

• Initial Complaint

  Date:12/16/2022

  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.

  I signed up with town Square in September it is now December I told them I want to cancel my website and I changed bank cards so they didn't have the updated card info I NEVER gave them bank account information and some how they managed to get a monthly payment taken out of my account after I already canceled my services because I wasn't happy with paying $350 a month they took out $380 from my account with out authorization.

  Business Response

  Date: 12/16/2022

  Hello,

  Thank you for bringing this to our attention. We have no record of the cancellation request prior 11/29/2022 bill date. Please feel free to forward any evidence of your cancellation request to ********************************************* for review. We do have a completed and signed agreement with payment information, which we can provide if that is helpful. Getting a new card is not the best way to cancel a subscription, because the card companies have measures in place to allow recurring transactions to process for the convenience of consumers who unexpectedly have to get new cards.  It is best to request cancellation per the terms of the agreement, which in this case would be at least the business day prior to your bill date. The most recent transaction is for the outstanding 11/29/2022 bill date. We are happy to review that amount, but the difference between the $350 monthly subscription and the $380 that was taken out was likely due to state sales tax.

  Customer Answer

  Date: 12/16/2022

  Because I did not authorize you to contact my bank.
  
  

  Business Response

  Date: 12/19/2022

  Hello. Thank you for reaching out. To be clear, we did not reach out to your bank. Card issuers can automatically update card information for recurring payments like your Townsquare subscription. This feature was created to keep consumers from having to update their card information with subscription services each time they get a new card. If this is not a feature you want, please contact your bank. In signing your contract with Townsquare, you did authorize us to collect payment on the monthly bill date from the account information you provided.

• Initial Complaint

  Date:12/12/2022

  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.

  I cancelled my service with this company, it was a month to month subscription for advertising services. I specifically told the company in writing that I was done and no more future payments will be acceptable. ***** (their representative) assured me I would no longer be billed. And then 3 weeks later I'm charged for their services again. I call to ask why and they tell me ***** is no longer with the company and 6 days later after calling and hounding the office, I spoke to *********************** who assured me I was to get a refund with in 7 days and he would email me with some login information to my account with them so I can take over and control the website I own. It's been 7 days and I've had no correspondence with ****. 2 days after I spoke with **** on the phone I received an email from ***** with a monthly report. I believe these people are now lying to me and planning on charging me for a monthly service I'm no longer receiving. I'm going to have to get a new debt card for my business because they plan to keep charging me. These people are scammers/con-artist/criminals that shouldn't be allowed to have a business.

  Business Response

  Date: 12/12/2022

  Hi ******,

  **** just gave you a call and left a message. Please return his call when you are available and he will make sure this is taken care of for you. 

  Customer Answer

  Date: 12/17/2022

   
  I am rejecting this response because:
  I spoke with **** and he said would process my refund and email me a confirmation and some other details also my website would be shut down but this still hasn't happened. I'm going to have to get a new debt card for my business because I believe they intend on charging my account again because I'm still receiving emails submissions through their platform. Terrible customer service, shouldn't be in business. 

  Business Response

  Date: 12/20/2022

  Hi ******,

  I can see the refund was submitted and your site will come down soon. We can take it down now if you would like just let us know. 

  Customer Answer

  Date: 12/22/2022

   
  I am rejecting this response because:

  The transaction is still posted to my account. How hard is it to refund my $397 you took without my permission about a month ago? I've been requesting a refund since November 23rd. 
  

  I received another message through your email portal as if my website is still up.

  I still haven't received any email correspondence from *********************** like he said he would, so why would I believe the refund is going through? 

  Shut my website down please! I told **** to shut it all down over the phone. 

  Seems like you're dragging this out and going to bill me again without my permission. I explicitly stopped my service in October, yet your company is not following directions or doing what I was promised. 
  

  I expect my refund tomorrow December 23rd 2022 or I will be canceling my card you have on file and requesting a written check to be issued for my refund. 

   

• Initial Complaint

  Date:12/08/2022

  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.

  Townsquare collected money from me to start a web and email service. Since the minute they took my money I can't get a hold of ANYONE, I don't have email, I don't have a website, no one calls me back. When they do answer the phone they hang up on me. This is fraud! I want my money back.

  Business Response

  Date: 12/09/2022

  Hi *****,

  We see that you spoke to a service rep yesterday and your email was set up. We apologize for the wait here. We see you signed up with us on Dec. 6th and it took a couple days to complete your request to set up you email. We hope you have a good rest of the week!

  Customer Answer

  Date: 12/12/2022

   
  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.