Complaints

This profile includes complaints for Thryv's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Thryv

  PO Box 619810 Dallas, TX 75261-9810

  
• 

  YP

  25790 Commerce Drive Madison Heights, MI 48071

• 

  YP

  5054 W Bristol Rd Flint, MI 48507

• 

  DexYP

  8700 Indian Creek Pkwy Overland Park, KS 66210

• 

  DexYP

  3120 Eddy St # 1 Amarillo, TX 79106

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:07/17/2023

  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.

  The Advertising Company now Thryv has transitioned over the years. Pulling up records from July of 2016 it was Dex Media; they also had a different phone number back then. My phone number has remained the same for over twenty years. For over a decade I annually resubscribed, the company would reach out to me to set up a meeting to discuss what changes I had in mind. For years a field specialist would meet with me at the business location or at a hotel conference room. Then the annual subscription became authorized by voice recording. Recently no contact at all, they just take it upon themselves to automate one's advertising without any notification or authorization. What has happened to customer service; no annual phone call or field representee. No small business would survive with these tactics. They are diminishing their Goodwill they have acquired by takeover or merger. I had zero issues cancelling a competitors print subscription (*********) a few years back. I called Dex Media now Thryv to get an understanding of where I stand. They simply stated that i am obligated to the monthly payments for an additional twelve months. I was automatically renewed. I was never given the option to downsize or delete everything. Which I previously did with ********* because they touched base, I may add I am still a customer with ********* through other means besides advertising, It's posted on the Web that ********** has a Class Action against Thryv for auto renewal. I see it as a short-term money maker but a long-term dissatisfied customer base. It is evolving into a digital advertising atmosphere. Thryv is grasping for what liquidity is left in the print area by auto renewal, which will force them to change their name again. This is not uncommon with big corporations such as Amazon with one subscribing to Prime or their Credit card simply by ordering something. Same with Apple with their software draining the battery, they turned about face, costumers love Apple.

  

  Business Response

  Date: 07/24/2023

  We were able to speak with our client regarding the  auto renewal on the account. Our client agreed to our settlement and a cancellation has been placed for the end of the current agreement.

• Initial Complaint

  Date:07/12/2023

  Type:Customer Service 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.

  We keep getting this invoice that states we owe for services we did not ask for. They also claim they sent it to a collections agency. When you call the number on the "invoice", it does not work!!!!! STOP SENDING ME THESE SCAM EMAILS AND THREATENING OUR BUSINESS WITH COLLECTIONS, or I will have no choice but to send these to our attorney. Please delete us from your listing. I expect a letter with an invoice showing ZERO for our records.

  

  Business Response

  Date: 07/13/2023

  Thank you for allowing us to reach out to the client with their account concerns. We have spoken with the client and they were confused by the billing from Thryv. We advised Thryv had purchased the company Vivial they had an agreement with. The client understood and and will pay for the advertising and we have agreed to cancel her future advertising. 

   

   

• Initial Complaint

  Date:07/12/2023

  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.

  THIS company has been billing monthly for yellow page services i did not request or receive.I used another company in the past but never this company. i never signed a contract with them. i have bills july 2022 till present. they have acct #********* and ********* and verbal acct # ******** given over the phone on june 30,2023. I have document requested all digtal and print subscriptions be canceled since I did not request services. i sent a check ****** to close all accounts 4-19-2023. i received a letter but still cont to be bill. this is a scam and needs to stop! ****** was paid needs to be refunded and april 2023. in august 2022 ****** needs to be refunded because there was no service provided or requested.i want ****** returned to me. I want the harassing phone calls to my private cell phone to stop. i want this paperwork and billing to stop ASAP!!!!

  

  Business Response

  Date: 07/18/2023

  Thank you for the opportunity to review and resolve this matter for client. Our clients concern was that her agreement was not cancelled as requested. We have reviewed our clients account and do show a cancellation was requested, however at that time it was too late to cancel the advertising. Due to this being a long-time client we have removed all remaining charges on the account. However, our client never responded back to our correspondence.We have supplied our direct contact number and email to reach us if they have any further concerns. At this time, we feel we have addressed all issues, should you speak to them please provide this information as there will be no further billing and the cancellation has been noted. Thank you again for the opportunity to work with our client.

• Initial Complaint

  Date:07/11/2023

  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 had a representative come out to see if i wanted to go with Thryv. The representative gave me a bunch of promises that were not fulfilled. I did not receive a contract copy nor was I allowed to read it. She said that she just needed me to sign but not what it was for. I thought that it was a monthly payment, not 6 months. It has been almost a month and I have yet to get any call for my business. The representative is making us a website and she wont let us have our password even though we bought the domain. She said she was doing this aside from the company because she doesn't like the company's site. I find this company to be very shady and I want my subscription cancelled immediately and a refund for the 299 or I will be taking this further. I DO NOT want anyone to try to get me to stay. I want it CANCELLED. This was false advertisement.

  

  Business Response

  Date: 07/11/2023

  We have spoken with our client regarding their concerns. A mutual settlement was agreed to and a cancellation has been set for our client. 

• Initial Complaint

  Date:07/05/2023

  Type:Order 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.

  My company is being billed for an advertising service that I did not authorize.I did not authorize the renewal of the contract because I was not happy with their performance, which had been relayed to 2 different sales personnel.I was informed that since I did not cancel, it was automatically renewed.When I realized what they had done, I requested cancellation of the contract on 10/11/2022. (Cancellation #********)I was informed that I could only cancel the digital part of the contract and must continue to pay for the "book" portion of the contract until it was up.Since it was not a huge amount ($20.15 monthly) I just decided to pay it rather than keep fighting with them. Since our last authorization (March 31, 2021) of the book contract had a start date of 5/2021, the end date of that contract would have been 5/2022. Even though they automatically extended the contract, it should still have expired in 5/2023.They are saying the end date is January 31, ****. I have absolutely no idea where this date comes from.I was willing to pay until the end of May, but I am not willing to pay any longer regardless of the amount. I am requesting that this contract be cancelled immediately.Thank you,*******************

  

  Business Response

  Date: 07/06/2023

  Thank you for giving us the opportunity to address our clients concern on the billing length.   The majority of our phone directories have a length of 18 mths, which did the one our client is advertising through.  We spoke with our client to review the directory history and agreed to a resolution.   Lastly, we put in a cancel request for the directory renewal.     Our client was thankful.    

  Customer Answer

  Date: 07/06/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/23/2023

  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.

  On April 16 roughly I gave thrvy **** dollars roughly for there lead generation program and also another payment again for the month of May.I have supporting text messages stating they would refund me for there poor services. Because I only received 2 leads for **** dollars and also a bunch of leads that did not pertain to my line of business.

  

  Business Response

  Date: 06/26/2023

  Hello Team,  we contacted our client ****** this morning and confirmed the advertising had already been terminated with full refund.  ****** stated he is just waiting on confirmation from his bank and he will then remove this negative review.  ****** was very happy with our prompt response to this claim and stated he was very satisfied and no further action was required.  Thank you

• Initial Complaint

  Date:06/23/2023

  Type:Customer Service 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 called to request a free listing in their online directory as Yellow pages/thryve website states they offer free online listings but as you have to contact their customer service to do so they ask you to advertise and you repeatedly tell them you are not interested thy continue to ask don't you want to know how it works they are relentless a free listing in only a means for them to create a listing for a user and then try to solicit advertising with large amounts of money with a contract and if you cancel the contract they keep over half of the amount you paid for advertising the customer service does not add the correct information as they set up the account and look up the name and add a website themselves that is incorrect and you tell them the description of your listing and they say they added it and did not and add your logo and did not aleast provide the correct information if your going to list a business. they hang up on you or transfer you to a busy signal because the moment you tell them you dint want to advertise and when they are exahusted from repeatedly trying to sell you ads they no longer have an interest in assisting you with a free listing and very bad customer service. I will never advertise so please stop calling me and asking ,e to advertise and thats all they talk about when you call them about your listing to be updated and the customer does not have access to make the changes to their online listing or to create the listing you have to call their customer service.

  

  Business Response

  Date: 07/03/2023

  Thank you for giving us the opportunity to speak with our client. We have spoken with our client and found that when the requested a free listing for two of their businesses, there was incorrect information submitted at that time. We have contacted our client and made all requested correction,and their listings are now published. Our client was satisfied with our resolution and no further action was needed. Thank you. 

  Customer Answer

  Date: 07/03/2023

  I am rejecting this response because:   I am still being contacted for solicitation to advertise and no is not a good answer as they continue to try to force their services on a customer I have the emails and copies of all the conversations I have ask numerous times to stop calling and now they email me. I will never advertise all I wanted was a free listing not to be harassed every few days by phone or email. 

• Initial Complaint

  Date:06/14/2023

  Type:Customer Service 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.

  We've contacted Thryv twice to cancel print and digital subscription that we've been paying and charged for which we have not signed up for. Upon contacting customer care ************************* to cancel the subscription she says the subscription cannot be cancelled till April of ****, as this subscription was initiated April of 2022, based on the email on account. The email on the account belonged to a past member of our Society that has moved over 6 years ago, we contacted her to inquire on the subscription, she asked how was a subscription made using her email? No other member of our society knows her email address. The name on the account belongs to our Secretary, she does not know how her name was attached to the account as she too did not subscribed for this service. We are being charged for digital services that we have not been provided and print listing that we did not ask for. Printed listings are free information Thryv acquired from any landline provider, thus why are we being charged for services that are free. We were told that the digital charge will be removed, however the printed listing will not be cancelled until the upcoming print is due for distribution. ************************* from customer care claims the cancellation policy is listed in the contract, however, since we know nothing of the contract and have not signed a contract, then the policy does not exist and should be null and void. Unfortunately, our Secretary has been paying for these services in error thinking that a board member enrolled for the service. Now that she is aware that no one from our Society enrolled or signed up for this service, thus have the right to cancel immediately. Please HELP!

  Customer Answer

  Date: 06/16/2023

  Aloha, 

  Thank you BBB for your help, we truly appreciate it.  update of matter; after the 5th attempt in contacting Thryv to achieve resolution, customer care ********************* offered assistance.  She reiterated the digital ad we've been paying for over several years with no service provision has been cancelled, however, the print ad will not be cancelled till April of ****, again, despite the fact that there was never a signed contract for this ad listing to begin with.  **** was unable to explain how a member of our Society's email address was attached to the account without her knowledge and unable to explain how our Secretary's name was attached to the account without her approval.  In any case, ********************* offered a pay off amount of $75 for public relations consideration which will settle the account and our list removed from directory come  April of ****, with a cancellation confirmation #********.  Fortunately we'll be done with this matter once and for all, sadly with the digital ad we've been paying for, is unfortunately funds loss of $25 for each month paid, back to the initial date charged for this non-service provision.  Its interesting, since BBB has contacted Thryv regarding this matter, Thryv has immediately reached out to us.  Had we not solicited the help of BBB, this matter would still be unresolvable (like nails on a chalkboard).  It is our hope that no other business will encounter and endure the multiple transfer drop calls or hang *** as we have for a simple request to cancel subscription.  

  Thank You BBB, You Are A True Blessing.

  

  Business Response

  Date: 06/20/2023

  Thank you for the opportunity to reach out and assist our client with their concerns.  We have verified all advertising has been submitted for cancellation and our client stated everything has been resolved per her conversation with our *********** Representative as far as the billing.  Our client thanked us for reaching out to her however everything has been resolved.  Our client was provided our direct contact information should she have any further questions or concerns. Thank you *************************, Executive ***********

  Customer Answer

  Date: 06/22/2023

  I have reviewed the business response and accept this resolution. 

  Aloha, 

  Thank you BBB for your help, we truly appreciate it.  update of matter; after the 5th attempt in contacting Thryv to achieve resolution, customer care ********************* offered assistance.  She reiterated the digital ad we've been paying for over several years with no service provision has been cancelled, however, the print ad will not be cancelled till April of ****, again, despite the fact that there was never a signed contract for this ad listing to begin with.  **** was unable to explain how a member of our Society's email address was attached to the account without her knowledge and unable to explain how our Secretary's name was attached to the account without her approval.  In any case, ********************* offered a pay off amount of $75 for public relations consideration which will settle the account and our list removed from directory come  April of ****, with a cancellation confirmation #********.  Fortunately we'll be done with this matter once and for all, sadly with the digital ad we've been paying for, is unfortunately funds loss of $25 for each month paid, back to the initial date charged for this non-service provision.  Its interesting, since BBB has contacted Thryv regarding this matter, Thryv has immediately reached out to us.  Had we not solicited the help of BBB, this matter would still be unresolvable (like nails on a chalkboard).  It is our hope that no other business will encounter and endure the multiple transfer drop calls or hang *** as we have for a simple request to cancel subscription.  

  Thank You BBB, You Are A True Blessing.

• Initial Complaint

  Date:06/14/2023

  Type:Billing 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.

  Have received several bills and late notices paying for an advertisement service we have never signed up for. We have called on it multiple times to explain that we did not sign up for it or previously cancelled it when we purchased our business over a year ago. At one point we were told that in order to cancel they needed to see the legal documents involved with the buy-out, which was absolutely not going to happen. I was able to check the checkbook of the previous owner, and saw no payments to either Thryv or The Real Yellow Pages, only most recently to HIBU/Yellow Book. An emailed bill instructed me to login to see the current invoice, but when the same email is entered into their login page, it says no such user exists. In my opinion, even if an advertisement for my company WAS placed, it's not my problem that they placed said advertisement prior to being paid, as we would not have paid for that service. Most recently, we received a paper notice telling us that they will be sending us to collections, again for a service that we never signed or agreed anything to pay for, having made the decision 2 years ago to discontinue any phone book advertising. If a contract DOES exist, we would like it to be produced, because again, it's not something that I, or the previous owner, appears to have ever signed with Thryv/The Real Yellow Pages.

  

  Business Response

  Date: 06/20/2023

  Thank you for contacting us regarding this dispute.    When there is change of ownership, the new owner is required to fill out a change of ownership packet and provide a copy of the bill of sale.   This officially puts on record there is change of ownership, otherwise the account stays under the previous owners name and responsibility.   We will attempt to contact the business if a payment isnt made based on the original owners agreement.    By filling out the change of ownership packet, it will redirect any collection attempts .
  
  Weve attempted multiple times to contact the new owner, but werent successful.    We have put a cancel request in process for the future renewal and closed this claim without any resolution.   Thank you.  

  Customer Answer

  Date: 06/20/2023

  I am rejecting this response because:   I have replied several times to an email I received from Thryv saying they have tried multiple times to contact, with times that work and an appropriate phone number.  I was out of the office last week for a family event and told them so, and I haven't been told from my staff that they have tried again.  In my opinion, they haven't tried hard to contact me.  The sale was completed on 12/31/2022, and the last record the previous owner has of any payment was in 2020, to Hibu.

  Customer Answer

  Date: 06/20/2023

  Spoke with ***** on the phone on 6/20/23.  He provided ** an electronically signed copy of an order signed by the previous owner that ran through January of 2023.  After having seen the previous contract (which we had been asking for the entire time), we will agree to pay the balance, with the assurance, which we received from *****, that the account is cancelled as of 6/20/23.  If we receive any additional payment requests beyond this, we will reach out again.

• Initial Complaint

  Date:06/07/2023

  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.

  I signed up on May 11, 2023 for Thryv. I had to pay an onboarding fee of $379.31. It is now June 5 and I have not been fully onboarded by their specialists nor have I been able to get the software to work as it is supposed to. When I reached out to fix issues, I was told they would get back to me which they never did.I was promised that they would help me to get my account set up and running. They were not available at times that worked with my schedule and refused to email about issues I was having. The customer service manager promised to assign me to someone with evening availability but when I was contacted by the new customer onboarding specialist, they also would only schedule appointments during business hours.This platform is supposed to be an all-in-one solution to having 50 different apps that dont talk to eachother but it seems that the app is barely functioning. I am not sure why they have so many good reviews. This has been a terrible experience and I would like a refund for the $379.31 I spent on onboarding that didnt happen.Below is a list of reasons I believe I should be refunded:-The features didn't work or were lacking functionality - The competitor watch wouldn't load after adding in competitors - the social media management didn't have the capacity to crop photos - the calendar wouldn't load - my emails weren't going into my inbox - not user friendly - the branding options are extremely limited -The cost is astronomical - they dont mention that you dont get all of the extras like Thryvpay when you signup. - had to pay per team member plus a monthly fee - there was no free trial - their onboarding specialists are only available during business hours EST - they don't know how to use the program. - Upon cancelling I was told that that it was a six month term and they would not refund me and month I wasted trying to get the software to work and the most they could do was not charge my card again.

  

  Business Response

  Date: 06/09/2023

  We have been able to speak with our client via email. A cancellation and full refund for the payment has been placed and no future charges are due.