Complaints
Customer Complaints Summary
- 24 total complaints in the last 3 years.
- 5 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:03/13/2025
Type: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 visit establishment that has one of your jukeboxes every week and I tend to play a large number of songs. Today, March ******************************* ******* and I still had five songs left when they turned the jukebox off to put on a basketball game. I have purchased credits many many times now and I'm happy to do so because I enjoy the service and being able to listen to music while I eat. I would like my 10 credits for the five songs I did not get to listen to.
Business Response
Date: 03/13/2025
To Whom It May Concern:
In response to the complaint referenced above,TouchTunes received a communication from this customer requesting a refund on March 12, 2025. TouchTunes responded the next day and issued a credit refund.
We believe this matter has been fully resolved.Customer Answer
Date: 03/19/2025
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 and the matter has been resolved. They did in fact credit my "tokens" back.
Thanks!Sincerely,
****** **********
Initial Complaint
Date:02/27/2025
Type: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 had 58 credits with Touchtunes. I changed phones, and when I went back in to the app, all the credits were gone. I've also had incidences of having credits deducted but my song selection never playing. I have emailed Touchtunes, but to no avail.Business Response
Date: 02/28/2025
In response to the complaint referenced above,TouchTunes received a communication from this customer on February 2, 2025 and responded the next day with instructions on how to log-in to the TouchTunes mobile app account since he appeared to be logged-out. The customer did not respond.
There are currently 62 unused credits in the mobile app account referenced in the complaint. Users are able to log-in to an existing TouchTunes mobile app account through the following steps:
1. Open the TouchTunes mobile app
2. Tap the Profile tab on the bottom navigation bar
3. Tap "Start Playing" to open the log-in pop-up menu
4. On the pop-up menu, tap "Log in with email"
5. Enter the email address and password associated with the existing TouchTunes mobile app account (you can tap "Forgot password" if you have forgotten your password)
Initial Complaint
Date:09/13/2024
Type: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.
Late last month August 2024 I purchased $25 totalling 55 credit points. Because of a recent TouchTunes App update my credit points and history was deleted/erased from my account. I have tried calling and emailing them to rectify this matter to no avail. I request a refund of my $25.Business Response
Date: 09/17/2024
In response to the complaint referenced above,TouchTunes has communicated to this customer that the ********************** mobile app account referenced in the complaint last purchased credits on August 9, 2024 and redeemed credits at the same location on August 19, 2024, August 20, 2024,August 21, 2024, August 22, 2024, August 28, 2024, August 29, 2024 and September 4, 2024. Nine unused credits remain in the mobile app account. Our records do not show any additional credit purchase in August.
The customer may have created a second ********************** mobile app account, which would explain why they are not seeing the unused credits and their favorites history. TouchTunes responded to the customer the same day that the customer contacted us, but we have not heard back. The customer can respond to ********************** mobile support response sent on Friday, September 13, ************************************* the complaint for additional support.
Customer Answer
Date: 09/17/2024
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 and the matter has been resolved.
Sincerely,
***********************************
Initial Complaint
Date:08/16/2024
Type: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.
Deceptive Practices by touchtunes mobile app. Today, I contacted touchtunes help line by phone. Informed representative that I cannot delete my payment information from their mobile app. The mobile app does not allow users to remove payment, or financial I formation. I asked the representative to assist me in removing my personal, payment information and delete all my information and close my account. The representative refused to do so and would not let speak to a supervisor who could assist me.,Business Response
Date: 08/19/2024
To Whom It May Concern:
In response to the complaint referenced above, TouchTunes does not have records of receiving the phone call included in the complaint. However, TouchTunes did receive a communication on August 16, ***************************************** the complaint through its mobile app TouchTunes Support chat feature requesting assistance with deleting a saved credit card. TouchTunes provided instructions the same day.
The complainant did not request to delete their account, but if they would like to do so, they can reach TouchTunes Support in the same manner they have contacted us previously.
Customer Answer
Date: 08/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
Deceptive Practices, this company is bogus and refuses to delete my personal and financial information. ************ denies that I contacted its representative. In order, to seek assistance with deleting my information is in question. ************ lies. If investigators were to track my call history and conversation with this company representative. It would reveal that I did in fact contact the company. In order, to seek help with the above request to delete my personal and financial information. ************ refuses to comply with my above request and needs to be sanctioned.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Business Response
Date: 08/30/2024
To Whom It May Concern:
In response to the follow-up complaint referenced above, TouchTunes records indicate that the complainant has not responded to our e-mail communication on August 16, 2024 or follow-up e-mail communication on August 28, 2024, which provided instructions on deleting a saved credit card.
If the complainant would like to delete their account, they can reach TouchTunes Support in the same manner they have contacted us previously or submit a request at ***********************************************************;
Initial Complaint
Date:02/28/2024
Type: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 purchased and redeemed 10 tokens at ********************** bar (PBJ) in ******* and they never played any of my songs that I bought (and several others songs for that matter). When I reached out to TouchTunes they credited me only 3 tokens. I wouldnt have agreed to this because I spent 10 tokens worth of tokens but since my notifications were turned off I missed the message. I deleted the app in hopes of being able to turn notifications on upon reinstalling it. However, I signed up years ago using ******** login and am now locked out of my account with the supposed option of closing the account for a refund. They still owe me 7 tokens but Im will to cut my losses for a refund. I think I had 56 tokens in my account when I lost access to it. Hopefully they can make this right by crediting me the additional 7 tokens they owe me before refunding me but I would be happy with a refund of the amount of tokens I have currently, at a minimum.Business Response
Date: 03/01/2024
In response to the complaint referenced above, TouchTunes has communicated to this customer that funds have already been returned to the customers original payment method. We believe this matter has been fully resolved.Initial Complaint
Date:01/30/2024
Type: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 the evening of January 19th I purchased 45 credits from TouchTunes for $25. I do this regularly, but on this occasion they charged me twice. I reached out to them. They acknowledged the double charge and said it should disappear from my bank in a few days. It never did and they refuse to refund the $25 or simply add another 45 (+10 standard bonus) credits to my account.Business Response
Date: 02/01/2024
In response to the complaint referenced above, TouchTunes previously received a communication from this customer requesting a refund,which has already been issued.
We believe this matter has been fully resolved.
Customer Answer
Date: 02/02/2024
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 and the matter has been resolved.
Sincerely,
***************************
Initial Complaint
Date:11/30/2023
Type: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 was at work and my Bank Fifth Third contacted me and asked did I make any charges to Touchtones and I said no. *********** charged my card 10 times for twenty five dollars that I didn't even use. I want my money back.Business Response
Date: 11/30/2023
In response to the complaint referenced above, our records indicate that there is no TouchTunes mobile app account registered to the email address or telephone number provided in the complaint.
TouchTunes does not store full credit or debit card information on its servers and is therefore unable to block a specific credit or debit card from being used through its mobile app. If the complainant believes his or her credit or debit card was compromised and used without permission, we suggest promptly reaching out to the card-issuing bank with a fraud dispute and/or contact local law enforcement authorities.
Customer Answer
Date: 12/06/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT resolvedSomeone used my. card without much knowledge. I *** not have an account with this business. I request that money be returned. This is not an issue with the bank nit an issue with the bussiness because they are the ones who sent the money back to my account then took it back causing an overdraft, after U left a voicemail concerning the issue
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Business Response
Date: 12/19/2023
TouchTunes does not store full credit or debit card information on its servers and is therefore unable to link a specific card number with the purchase history.
We have reached out to the complainant via telephone to discuss this matter, but we have not heard back.
As suggested previously, if the complainant believes his or her credit or debit card was compromised and used without permission, we suggest promptly reaching out to the card-issuing bank with a fraud dispute and/or contact local law enforcement authorities.
Initial Complaint
Date:11/06/2023
Type: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 $50 to a company called CDBaby to have my bands music published on all of their trusted partners platforms. TouchTunes is one of their trusted partners but our music is not showing yo there. CDBaby said they did deliver our music to them and that I need to contact them to see why it isnt showing up. I called their phone support and told me I had to e-mail their music programming department. I e-mailed them 3 times and got no response. I want a response and I want this issue figured out and resolved.Business Response
Date: 11/07/2023
In response to the complaint referenced above, TouchTunes has no record of any emails received by its music programming department from the email address included in the complaint.
CD Baby is a third-party partner of TouchTunes that digitally distributes music. The selection of music available on TouchTunes jukeboxes is hand curated based on industry research and the unique needs of our network. As a result, not all of the music content that we receive from our distribution partners is eventually made available on the TouchTunes catalog.
Customer Answer
Date: 11/14/2023
The e-mail address that the original e-mail was sent from is **********************.
Business Response
Date: 11/16/2023
In response to the complaint referenced above, TouchTunes music programming department has reached out to the complainant directly via email regarding his interest in TouchTunes.
As explained previously, CD Baby is a third party partner of TouchTunes that digitally distributes music. The selection of music available on TouchTunes jukeboxes is hand curated based on industry research and the unique needs of our network. As a result, not all of the music content that we receive from our distribution partners is eventually made available on the TouchTunes catalog. This information is expressly disclaimed on the websites for both CD Baby and TouchTunes.
Initial Complaint
Date:10/20/2022
Type: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 downloaded the touchtunes app. I bought $12 worth of credits. I started trying to use the app, and though credits kept deducting themselves, the promised used (i.e., to play songs to be listened to at a touchtunes machine) never occurred.This app deducted credits twice without playing songs: once in September at the Cozy in, and once last night at the Elks Lodge. I've had enough of getting scammed - I'd just like my money back.I tried to report this company, but they only accept complaints via their app via a robot and an FAQ. There is no way to talk to an actual person, and there is no way to request a refund.I just want my $12 back and for this scam to be over.Business Response
Date: 10/24/2022
To Whom It May ********************* response to the complaint referenced above, on October 20, 2022, TouchTunes received a communication from ************** requesting a refund due to unplayed songs, which was issued the same day.
We believe this matter has been fully resolved.
Customer Answer
Date: 10/24/2022
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 and the matter has been resolved.
Sincerely,
*******************
Initial Complaint
Date:09/06/2022
Type: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 a juke box a month ago at the bar and I already paid the amount and now they charged me twice today and I havent used the juke box I was at work and I dont even have the touch tunes app I want a refund of 48 dollarsBusiness Response
Date: 09/09/2022
To Whom It May ********************* response to the complaint referenced above, our records indicate that there is no TouchTunes mobile app account registered to the email address or telephone number provided in the complaint.
TouchTunes does not store full credit or debit card information on its servers and is therefore unable to block a specific credit or debit card from being used through its mobile app. If **************** believes his credit or debit card was compromised and used without his permission, we suggest he promptly reach out to his bank with a fraud dispute and/or contact local law enforcement authorities.
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