Complaints
This profile includes complaints for Mood Media's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 10 total complaints in the last 3 years.
- 1 complaint 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:07/30/2024
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 am the ** (Independent Owner/Operator) of the ** Bayshore Grocery Outlet in *************. I opened my Grocery Outlet in April 2021 with Mood Media. We had poor service and just did not want to do business with them anymore. We canceled the service on Feb 13, 2024. On Feb 16, 2024 we received an email that they were going to set the cancellation date for March 31, 2024. Effectively forcing us to pay for an extra month of a service we are not using. Today (July 29, 2024), I received an email from their customer service manager who said she was reviewing accounts and found we have not paid for March 2024. We were immediately threatened with collections on this issue. My issue is with this business forcing us (and probably all other customer) to pay for a service that they are not using. Most people would probably just pay the $30.34 that they are trying to force us to pay them. I just have a problem with something that is just wrong like this. I would love to have some help shutting down this immoral and hopefully illegal business practice. If you look through their yelp reviews they have nothing but 1 star reviews. I'm sure google reviews are similar but could find them. In short I don't want to pay them our of principal, but even more importantly I want to stop them from doing this to other people who will not push the issue as far as I will. Thank you.
Business Response
Date: 08/12/2024
Hello ****************,
I apologize for your poor experience. Our contracts do have language in them about cancellation terms and do typically require a standard 30 day notice like many other companies. However, we understand that you've had a bad experience and we definitely don't want to leave a bad taste in your mouth. We have reviewed your invoice and we will be crediting the remaining balance. It does take a few days to process, but your we've submitted Credit Reference# ******* for the March 2024 invoice# ******** in the amount of $30.34. This was done on your account number *******. You will have no further balance due on your closed account. Thank you for your business and we are sorry to see you go.
Initial Complaint
Date:10/11/2023
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.
We signed up for Muzak on 8/28/2015 with sales representative ***************. We agreed to ***** per month. Our company and ***** signed a document to receive paper invoices and to delete the $5 fee for invoices, which *************** agreed to and signed. My business partner called to cancel the ******* in 2016. They claim they told us about a cancellation fee and that he declined. He says he was on hold forever and that he cancelled the *******. We switched *******s and thought nothing about it. It just came up that the account had been charging over $70 per month for YEARS. We have not used the *******, which can be seen on our IP and have been paying the same company at all of our locations for their pandora ******* as well. While it is the same company, they are not willing to refund any of the money, even though it is blatant theft. We have not received paper invoices, and the charges have slid under the radar since they have just been stealing it from the account each month. We are working on switching to *******, which offers many more songs and much better customer *******. I recommend going to *******, as it is a far superior ******* and they will not lie and cheat to steal your hard earned money. We are moving all of our locations to ******* as soon as the devices come in and will never do business with mood media or its affiliates again. Please understand they are out to get you, and not be a partner in your business. The fine print says it all!Business Response
Date: 10/17/2023
I apologize for your experience a manager from **************** will be reaching out to you today.
*************************
VP Customer Support
Initial Complaint
Date:07/12/2023
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.
Mood Media keeps contacting me using an automated system claiming I owe them money. I have never had an account or signed a contract with them. Back in May-June 2020, the Playnetwork systems we had went 100% silent and services stopped. All phone calls for assistance went unanswered (I can only assume pandemic related) I disconnected all players after 6 weeks with no services playing and no response from Play Network. I had no information on how to reach out other than telephone or I would have. Fast forward to October 2022 and I start getting contacted by Mood Media claiming I owe a massive balance because I never cancelled my Play Network account and they bought Play Network. Despite phone calls and emails (finally got those because now they at least answer phones) they have yet to resolve this matter and are now contacting me again saying I owe. I have several unanswered emails where they have not responded. When I call and ask for a supervisor, their employees just keep circling me back to the automated answering device to make a new selection! I am not paying for services I never received because the employees of this company do not know how to communicate and/or respond and because all options to close my account disappeared during the pandemic!Business Response
Date: 07/13/2023
*********************, I apologize for this error. I have worked with the manager of the **************** ********************** and the Manager of Collections to ensure this account has been fully closed, any open invoice closed and all collection efforts stopped.
Please contact me directly if you have any further issues or questions.
*************************
VP ************* ********************
****************************************************
Initial Complaint
Date:06/08/2023
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.
July 2021: my wife called Mood Media (MM) canceling our acct #******, due to failed 20 year old equipment and poor service quality. MM never canceled our service! We heard nothing by US mail or email, until 7/26/22 when we received a notice that our account was a year overdue. My wife immediately called and was issued ticket #******-003504. For 3 weeks she was unable to gain resolution. On 8/15/22 she responded to an email from MMs ********************* clearly that our account was canceled. No further notice from MM until 2/28/23 when we got a call from Ree now claiming we owed $706.73. On 3/6/23, I called MM and spoke to ***** in customer service. She stated she had reversed all the late fees, and issued ticket #******-003687 requesting reversal of the remaining charges. On 3/7/23, MM sent an email showing a credit and reducing our account balance to $576.72, accurately reflecting ****** action. On 3/13/23, MM sent a statement with credit totaling $293.12, correct amount to reverse the 2nd years billing. On 3/28/23, MM sent a statement with credit totaling $279.44, correct amount to reverse 1st years billing and showing zero balance due. On 15 May I received a notice of collection from Altus receivables management for $706.73 for the MM debt, plus fees. I provided Altus all the docs per the above. They respond that MM claims the March credit memos were because the account had been sent for collection, despite the 2 month gap between their issue and Altus demand, and despite the fact that collection was never mentioned in those communications. ***** says this is a commercial collection; but its a personal account. MM has refused to honor either ticket, ****** actions, nor to contact *****. My desired resolution: MM to inform Altus immediately the receivable is invalid, admit we have zero balance, and to take all actions necessary to restore damage to my personal credit rating and that of any LLC of which I am a member. Extensive documentation attached, more avail.Business Response
Date: 06/09/2023
Our Director of Billing and Collections has reached out to *************** to review and close this matter. All invoices have been closed, account closed and *************** considered this issue resolved by the end of the conversation.Initial Complaint
Date:04/24/2023
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 am being harrassed by ****************** of Mood Media who is demanding I pay an invoice I have already paid. I have provided PROOF of payment both from my credit card company as well as from one of their own customer service representatives and they continue to email me requesting payment. Mood Media is far and away the most grossly mis-managed company I have ever had the misfortune to do business with and I want resolution to this problem once and for all and to have a promise from this company I will never hear from them again. I am submitting the proof of payment here as well. I appreciate your help with this matter.Business Response
Date: 04/25/2023
Dear *******************
I have worked with our AR/Credit team and confirmed all collections efforts will stop, your account has been cancelled and any open invoice showing in our system have been closed. I apologize for your experience, if you have any further question please do not hesitate to reach out directly to me.
*************************
****************************************************
VP Customer Care
Customer Answer
Date: 04/26/2023
Complaint: 19974158
I am rejecting this response because: The Mood representative states that all open invoices have been closed and they have not. This is typical of Mood Media, they are entirely mismanaged. I will not closed this complaint until Mood has properly marked all invoices as paid in full as they have been since March 27th, 2023.
Regards,
*************************Business Response
Date: 05/04/2023
We believe this issue to be resolved, If you require any further assistance please reach out to me directly so I can assist.
***********************;
****************************************************
Initial Complaint
Date:03/15/2023
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 informed by my on-site guard that the music has been repeating the same few songs.I called tech support with my account number and the address of the property.Tech support was not even able to find where they had services with us with the provided information.They told me the satellite dish was out of alignment and would send a tech out but that it would be $120/ hour to have someone service the dish. It seems like a very basic service to provide maintenance for your own equipment but I agreed because I value the sanity of those that work at our plaza. I asked for terms of the contract that Mood operates and was directed to a *******************. **** has not responded to any of my emails nor has any Mood media offered any other solution. Tech support said the satellite issue would be resolved within 72 hours of 3/1 and it has been 2 weeks. The first tech called my guard for access from ****, my plaza is in *******. Today after another hour on the phone because no one followed up with me, *** said dispatch should have someone out tomorrow, hopefully in the correct time zone at least this time. I still want to see what terms Mood media operates under, the property manager that worked here before me said she had spent YEARS trying to get mood media to send terms in black and white.Business Response
Date: 03/15/2023
*************
We reached out today but you were unavailable. We will reach back out tomorrow morning at 9am local time to follow up.
We have confirmed that a Tech will be on site tomorrow and the correct location.
We have reached out to your Account Manager and requested they follow up with you to discuss your agreement. We will follow up internally to ensure you get the information you are requesting.*************************
Initial Complaint
Date:01/19/2023
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 have no account with this company, & the phone calls for payment are ongoing, almost everyday; sometimes 2x/day who the **** are they?!Business Response
Date: 02/01/2023
Ms *****,
The
business associated with this phone number has a past due balance. We have
attempted to reach you several times and left messages. We look forward to
connecting with you to clear up any misunderstanding. Please contact us at ***** ******** so we can resolve this issue.Customer Answer
Date: 02/06/2023
Complaint: 18841040
I am rejecting this response because:
The number that you have repeatedly called is not associated with *********** ****** ***. any longer. The business was sold in November of 2020, & I have been informed by the current owner that you were indeed notified of the correct contact & the correct phone #. Further I have tried to contact ***** ********* at *** *** **** 2x and was directed to voice mail both times where I left messages which included the above information.
Regards,
******* *****Business Response
Date: 02/07/2023
Please accept our apologies, regrettably the change of
ownership was not processed in our system. You can be assured that we
have updated our records to remove your contact information.Customer Answer
Date: 02/08/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 18841040, and find that this resolution is satisfactory to me.
Regards,
******* *****Initial Complaint
Date:11/01/2022
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.
In June our store (******) called for service. Mood media said we had a balance that we needed to pay before they would come and service our drive thru. I called Mood media and they said we owed $1089.20. I asked what that balance was for they said it was for music services. I paid it.
I learned afterwards that we did not have music services at this location. I called back Mood media and spoke to a rep who said that they would find my rep and get back to me. Several phone calls and emails have followed.
I spoke with another rep, ***** *****, who said that there was a mistake it was for maintenance. I explained that we did not have maintenance with them. She returned my call and said that is correct it was a misunderstanding that we would get the refund. ******** ******** is supposed to be our rep but never replied to the emails.
I emailed ***** ******** again because we have been dealing with this issue since June, she thought we had been refunded. WE HAVE NOT! This is 4 months of trying to get the refund that they agreed they owe, and we aren't getting it. Please help!
*************************, ******************************* ****** ****** acct # ******
T ************** x* xEXT**** ******** ******** Acct RepBusiness Response
Date: 11/01/2022
Ms ***** we have reviewed your case and have submitted a refund. You should see that post within 3-5 business days. We apologize for the confusion around completing this transaction.Customer Answer
Date: 11/22/2022
Complaint: 18342551
I am rejecting this response because:Mood media still has not paid
Business Response
Date: 11/23/2022
Our system shows the refund was processed on 11/2/22, we have reached out to the customer to validate the refund. They will get back to us next week once they confirm with their accountant. We will follow up again on Tuesday 11/29/22.Customer Answer
Date: 11/29/2022
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. The accountant has verified that we have been paid. Thank you very much!
Regards,
******** *****Initial Complaint
Date:09/23/2022
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.
On January 7, 2022, we entered into a maintenance contract for video cameras at a commercial property in Virginia. On or about September 7, 2022, we initiated a maintenance call to repair/replace some cameras at the property. We needed a technician to come out to investigate the problems and make recommendations for the repair or replacement of the cameras.
On September 9, an email was generated by our Mood Media representative for a service call on our account (#******). No one contacted me regarding this workorder. On September 12, a survey email was sent. I responded that no one had been out to look at the system, no one had contacted me to even schedule the work to begin.
On September 13, I received an email from ****** ********, Client Satisfaction Supervisor. In this email, she indicated we were not under a contract for CCTV and no technician would be sent out. I replied within an hour that we do in fact have a contract and shared this with her. I received a follow up email from **** ********, Team Lead which stated, "As of the start of September we are no longer able to uphold the current service agreement for CCTV repairs and as a result we will be closing the following account."
Mood Media is in breach of their contract. Licensing is renewed periodically and they should be well aware of any deadlines for continuing education for licensing in those states. Per the contract, we were to be notified of any cancellation 90 days prior to the expiration of the term. Not only were we not notified in June of the pending cancellation, we weren't notified until almost two weeks after the cancellation and after the September invoice was received and paid.
Per the contract, the remedy for interruption of service is the refund of all fees and charges pad to Mood during the term of the contract. We are seeking refund of $1,466.55. Total paid to Mood Media under this contract from January through September.Business Response
Date: 09/27/2022
Hi *****,
Thank you for taking the time to discuss this matter with me over the phone earlier today.
As we discussed, we will move forward and provide full refund for the entire period of the agreement this will mean that we will refund the amount that you paid during the period February 2022 - September 2022.
I am truly sorry for all the inconvenience that we have caused you and I hope that we can still do business together in the future.
If there is anything else that I can help you with please let me know.
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