Complaints
Customer Complaints Summary
- 129 total complaints in the last 3 years.
- 27 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/20/2024
Type:Customer Service IssuesStatus: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 wish to cancel my service with them and they will not do it. I am not in a contract. Its month-to-month but all I get is there customer service representatives, calling me trying to convince me to stay.. their service does not provide me with results and it is expensive, I just wish to cancel and stop the monthly payments, but they will not do it .Business Response
Date: 03/20/2024
Hello and thank you for you message. We have spoken to you today, March 20, 2024, and have successfully cancelled your account. Screenshots of the cancelled status, along with the proof of the call have been included for your reference. We appreciate your patience and understanding. If you have any specific content you'd like edited or any further assistance needed, please feel free to reach out to us at *******************************
We with you best of luck in your future endeavors
Business Response
Date: 03/20/2024
Hello and thank you for you message. We have spoken to you today, March 20, 2024, and have successfully cancelled your account. Screenshots of the cancelled status, along with the proof of the call have been included for your reference. We appreciate your patience and understanding. If you have any specific content you'd like edited or any further assistance needed, please feel free to reach out to us at *******************************
We with you best of luck in your future endeavors
Business Response
Date: 03/20/2024
CancellationCustomer Answer
Date: 03/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************Initial Complaint
Date:03/18/2024
Type:Service or Repair IssuesStatus: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 own a small business in ********* and we have been paying 411 Locals $250 a month for YEARS. After hiring a different agency, we learned the issues with our ****** listing, thus became aware that we have been paying this money to 411 Locals for a long time for almost nothing. Cancellation of our services was a complete nightmare. Trying to get in contact with them and cancel our subscription could not have been more difficult. It took one week of 2-3 phone calls a day and a comment on the BBB website. Finally, after making a complaint on BBB they reached out to us and cancelled our subscription with ease. When I asked about regaining control of our ****** Business Listing page, my representative, a man named ****, tried to scare us out of cancelling saying our whole ****** listing would be cancelled if we cancel with 411 Locals. We had already had enough at this point and said go ahead and cancel, please. Since cancelling with them, the listing is still up, however, it no longer has our phone number and such listed and we also no longer hold control of this listing. 411 Locals said they don't give control back to the owners, they cancel the listing. So what are we supposed to do now that the listing is not cancelled and no longer ours to edit? Now our ****** Business listing has no real info on it, and we cannot regain control without making a claim through ******. I have just submitted a claim with ******, but this whole situation is messy and businesses who take advantage of small business owners are disgusting and that is why I am making this review on BBB. I can't sit idly by knowing other small business owners may be taken advantage of. Consumers have the right to cancel their subscriptions without all these issues. This company must be falling apart the way they were beating around bushes trying to not cancel our $250 monthly subscription.Business Response
Date: 03/19/2024
We apologize for the inconvenience you've experienced regarding your ****** Business Listing. After reviewing your account, we confirm that access to your listing has been granted, and you are currently listed as managers under the Gmail ******************* screenshot also provided as proof. This should enable you to make necessary edits and updates to your listing as needed. We appreciate your patience and understanding throughout this process. If you encounter any further difficulties or require assistance, please don't hesitate to reach out to us directly at *******************************.
We wish you the best of luck in your future endeavors
Customer Answer
Date: 03/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Customer Answer
Date: 03/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Customer Answer
Date: 03/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Customer Answer
Date: 03/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Customer Answer
Date: 03/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:03/18/2024
Type:Order IssuesStatus: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.
411 Locals was informed about a month ago that I was not going to do business with them however, they still took it upon themselves to create a website and other platforms using my company's name, ASAP Stone Works, LLC, and their own contact information. I NEVER gave them permission to do anything on behalf of my company. They tried to strong arm me by telling me that my business partner gave them permission. I informed them that my business partner doesn't have control over this aspect of the business as per our operating agreement. I informed them that I was not interested in what they had to offer and they STILL went ahead and charged my partners card, created fictitious websites, and ignored my wishes to cease contact with us. Now I have to waste more time, effort, and money on cleaning up this mess.Customer Answer
Date: 03/19/2024
411 Locals made advertisements and pages on other websites with my company name and their phone number. I would like those taken down and while we wait for them to take down the pages they've made, I want them to immediately change the number they have listed to my actual business number.Business Response
Date: 03/19/2024
We apologize for any confusion or inconvenience caused. Upon reviewing your account, we acknowledge the cancellation of your subscription on March 13, 2024. We understand your concerns regarding the use of your company's name and information. It appears that an edit was made by your business partner who was an authorized contact on the account (Screenshot attached), which may have contributed to the situation. If there are specific edits you would like us to address, please feel free to email us at ******************************* the details, and we will promptly assist you in resolving any remaining issues.
We appreciate your understanding and cooperation in this matter.
Initial Complaint
Date:03/15/2024
Type:Order IssuesStatus: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.
THIS IS ONE OF THE MOST UNETHICAL COMPANIES I HAVE EVER DEALT WITH. After repeatedly notifying 411 Locals that I have had no activity resulting from paying my monthly fee, I requested to cancel my account. These folks kept telling me I need to have ****** reviews or there will be no activity. I explain to them that "It's hard enough to get clients to follow-up with a review on the Better Business Bureau website, ************** to request them for another review on ********* Their answer was to "have friends and family enter reviews." This guy ended by hanging up on me. I called back and once again requested to have my account closed. I was once again told I need reviews on ******* The guy says " you should go the grocery store parking lot and pay people $5 for a review." THIS IS ONE OF THE MOST UNETHICAL COMPANIES I HAVE EVER DEALT WITH. People you can get ****** reviews with out paying these guys. I finally got my account closed.Business Response
Date: 03/18/2024
Thank you for bringing your concerns to our attention, and we apologize for any frustration you experienced. We take feedback seriously and strive to address all issues promptly and professionally. After reviewing the call recording, it appears there was a misunderstanding regarding the importance of ****** reviews for online visibility. We understand your frustration with the suggestion of soliciting reviews from friends and family, and we sincerely apologize for any discomfort caused by this suggestion. It's important to clarify that we do not condone or engage in the practice of soliciting fake reviews. Our intention was to emphasize the significance of authentic reviews from satisfied customers in building your online reputation, which can positively impact your business's visibility and credibility. We understand that obtaining reviews can be challenging, and we apologize if our suggestions were not helpful or aligned with your goals. Regarding your request for cancellation rest assured that your account has been successfully closed as per your request. If you have any further concerns or if there's anything else we can assist you with, please don't hesitate to reach out to us directly at *******************************
Thank you for your feedback, and we appreciate the opportunity to address your concerns.Customer Answer
Date: 03/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************Initial Complaint
Date:03/13/2024
Type:Billing IssuesStatus: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 continues to take auto payments from my account after I have told them several times not to .. every time I call they put me on hold then eventually hang up the phone . *** asked for managers to return my call and they have not .. the company made promises to return my money and they have not .. this company should not be in businessBusiness Response
Date: 03/19/2024
We are writing to inform you that the BBB complaint filed under CID ******** has been successfully resolved. We have personally spoken with the customer and addressed their concerns to their satisfaction. Please do not hesitate to contact us at *******************************
Thank youInitial Complaint
Date:03/11/2024
Type:Billing IssuesStatus: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.
It's appalling that unethical businesses like 411locals exist and remain in business. I enlisted 411locals to develop my website, complete with a simple booking form for customer appointments. Despite their assurance to complete the form within 48 hours, a year passed with the form still unfinished. What they created was not even close to an example l gave. Instead of focusing on my site development, I endured a barrage of calls pushing additional other services. I was paying $182 each month for site development but l discovered they used a template. Plus other charges. They are not web designers and the fact that they are developing websites for people is ridiculous, content was terribly written, they uploaded construction photos on my gallery page that did not belong to my business, it took weeks for them to remove them. Frustrated by their inability to meet my requirements, I attempted to cancel but faced obstacles, hour-long conversations with managers persuading me not to cancel. When attempting to cancel via email, I was instructed to call, where I was met with prolonged discussions about how they plan to make my website a priority and will fix things. Their cancellation process proved difficult, they refused to give me admin access to my website saying the site belongs to them - so all that was a loss, after a year of paying $182 per month. I requested cancellation in Oct., they kept calling me, as if l was still in business with them, l no longer answered their messages and finally recently they canceled but are demanding a $349 balance despite my earlier cancellation request. I demand a full refund for their inadequate service from 411locals, adjust my balance to $0 and my site domain, this was from services they rendered after l cancelled my account. I had no balance. BEWARE, if you see their good reviews they are fake. If you manage to cancel, you are going to walk away without a website, they will keep everything hostage and tell you didn't pay for it.Business Response
Date: 03/13/2024
We appreciate you taking the time to share your concerns with us. We have thoroughly reviewed your account and the issues raised in your complaint. Upon our investigation, we acknowledge your request for cancellation. We have verified that your account has been successfully recorded as canceled, and as of 11/17/2023, your balance stands at $0.00. Evidence of the cancellation has been emailed to you as well as attached to this response. Our aim is to provide a seamless experience for our clients, and we acknowledge your concerns for this instance. Your feedback is invaluable to us, and we will take proactive measures to address the issues raised moving forward. If you have any further concerns or if there is anything specific you would like to discuss, please feel free to reach out to our customer support team at ******************************** We are committed to ensuring your satisfaction, and we appreciate the opportunity to address and resolve your concerns.
Thank you for bringing this matter to our attention, and we hope to have the chance to serve you better in the future.
Best of luck in your future endeavorsInitial Complaint
Date:03/04/2024
Type:Sales and Advertising IssuesStatus: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.
This company keeps calling me because they got my information on my business filing with the state and no matter how many times I ask them to stop calling me and put me on their do not call list they keep calling. It's a different number every time too so you can't just block one number and be rid of them. To me this is unethical to keep calling someone who has asked you to stop.Business Response
Date: 03/04/2024
Hello, We understand and respect your request and we assure you that your concerns are taken seriously.
After thorough investigation, we couldn't find any record of your information in our database, and it appears that there might be a misunderstanding or a potential mix-up with another entity. We want to assure you that we do not wish to disturb individuals who have explicitly requested not to be contacted.
To resolve this matter promptly we have ensured that there will be no calls going to the number provided in this complaint. If you have any other numbers please send them to ******************************* so that we can have them removed as well. If you have any further questions or concerns you can email us at the same email listed above for a speedy response.
Your satisfaction is our priority and We appreciate your understanding and cooperation.
Best RegardsCustomer Answer
Date: 03/04/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. If I get any more calls from them I would like this complaint reopened though.
Sincerely,
*****************************Initial Complaint
Date:02/26/2024
Type:Billing IssuesStatus: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 hired them to *****************. They arrange for a sponsored item when you search for a landscaper. One of their big selling points is they do not have to sign a contract. I told them since November that I want to discontinue my association with them because I have seasonal work. They continue to charge me, even after I said I am done. It is roughly $250 a month. They are going to bill me $1100.60. If it is late, they are charging me 30% for a collection fee if you are late. I asked to hear the conversation that says I want to terminate the service. They put me on hold and left me on hold with no response.Business Response
Date: 02/26/2024
Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience you may have experienced. Our commitment is to ensure a seamless and satisfactory experience for all our clients.
Regarding your domain name, we have successfully sent you the necessary information to manage it moving forward. Additionally, electronic communications have been shared to support and document this process.
Upon a thorough review of your account, we would like to clarify that the cancellation request was initiated in January 2024, not November as you were still receiving the contact information for potential customers from us in November. Accurate representation of your service timeline is crucial, and we want to assure you that the cancellation email, containing finalized information, has been sent to you by our accounting department and we encourage you to review it at your earliest convenience.
We value your partnership, and our team is dedicated to addressing and resolving any concerns you may have. If you require further clarification or have additional questions, please feel free to reach out directly. We appreciate your understanding and cooperation.
Thank you for your patience.Initial Complaint
Date:02/23/2024
Type:Service or Repair IssuesStatus: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.
Someone at this company used their access to my domain hosting account to redirect all my servers to a separate company called "a2hosting.com" without my authority. After informing my account manager at ****************** they told me that their agent was going to be disciplined and reported for violating their policies. My agent told me she was going to transfer me to her supervisor to resolve the matter; after being on hold for over 5 minutes they hung up on me. I then tried calling in to their ***** number and was greeted by someone named *******, I informed him of the situation and he told me he would transfer me back to my agent, after being transferred I was on hold for one or two more minutes and then hung up on again. I tried calling back for 30 minutes to various of their customer service numbers and was hung up on every single time.Business Response
Date: 02/26/2024
Hello, we have had the pleasure of speaking to ****** today 2/26/2024 and resolved his issue. For further questions please reach out to us at *******************************
Thank youCustomer Answer
Date: 02/28/2024
Complaint: 21337035
I am rejecting this response because: The agent who contacted me did not want to hear my complaint he kept ignoring my concerns and saying theres nothing I can do about the past and refused to acknowledge their company had done any wrong doing. I ended up terminating my services with them but they were unable to resolve the issues that they had created with my domain account. Whenever I would try to lay things out for him he would reject hearing any of it and said that its impossible for me to prove that they had anything to do with the issues. He was very rude and condescending.
Sincerely,
*****************************Business Response
Date: 02/28/2024
We sincerely acknowledge and appreciate you bringing your concerns to our attention. Following your request, a manager promptly reached out to you to address and assist with your specific requests regarding account cancellation and domain-related matters. Both of these issues were successfully handled during the course of the call.
The customer requested to have the names of specific individuals that we could not release due to privacy guidelines and it was explained that disciplinary actions would be handled internally, not shared with him.
To ensure the accuracy of our response, we took the opportunity to review the recorded conversation. The call concluded on a positive note, with the customer expressing satisfaction, and even mentioned that if any further issues arose, he would reach out to us.
As we understand the account has been canceled as per the customers request, we more than happy to address any may pending concerns. Please share the specific details of what has not yet been completed so that we can swiftly assist you in resolving any lingering concerns.
Your feedback is invaluable to us, and we are committed to ensuring your experience with 411 Locals aligns with your expectations. We look forward to your response and appreciate your continued cooperation.Initial Complaint
Date:02/20/2024
Type:Service or Repair IssuesStatus: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.
411 Locals contacted us about a year ago and we signed with them for marketing. Nothing they promised happened so we dropped them. In December they called and persuaded us to give them another chance. A month later still nothing. So, we called and canceled- three days afterwards there was things done which they had said they would do but Conflicted with the steps we took to market our own business. We contacted them once again and received horrible service. We were treated with a condescending attitude and hung up on several times. We have asked for the website they created to be taken down and for them to remove themselves from our business profile on all platforms and registries immediately.Business Response
Date: 02/21/2024
Upon reviewing your website (**************************), we can confirm that the necessary edits have been made to remove any information related to 411 Locals. We understand the importance of maintaining your online presence according to your preferences, and we have taken the necessary steps to resolve this matter promptly. For your convenience, we have attached a screenshot of the updated website to this response. You will observe that it no longer contains any references to 411 Locals. Furthermore, we have ensured the removal of our association with your business from all platforms and registries that we had association with per your request. Your satisfaction is our top priority, and we want to assure you that your concerns have been thoroughly addressed. Should you have any additional questions or require further assistance, please do not hesitate to reach out to our customer support team at *********************************************************.
We are committed to ensuring your complete satisfaction, and we value the opportunity to serve you.Thank you for your understanding and for providing us with the opportunity to rectify this situation.
Best regards
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