Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/27/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im a small floral business. Ive been working with brand rep. Since 2020. They manage my website through Wix November 2024. My renewal was up and it auto renewed. Two months later. I was notified by brand rep that they were changing website companies from *** to WordPress and there was gonna be a $750 increase in cost. Had I known that in November I would not have allowed the rollover They said my only choice was to pay the $750 or manage it myself. I hired them to manage my website. The deal was that brand rep was gonna design my website exactly like how it was designed with Wix when it was finally finished it looked nothing like my old website. And they were charging more for certain things I wanted on the website that were on the old website. I had to contact them over and over again, called and called every day I was on hold. Nobody called me back. Eventually they started working on it. An online delivery came thru. I only noticed through Square because I had not received a notification of the order. There was no address written to where I was supposed to deliver the order and there was no delivery charge attached to the order. All those things were on the previous website which they said that they were gonna replicate so when I brought that to their attention, they kept saying they were working on it.I was notified today that they could NOT figure it out. They dont know how to do it so I need to go back to Wix and buy my old website back and have brandrep manage it. I dont believe that these costs should be my responsibility. Theyre not abiding by their contract. I already paid the renewal fee that they werent transparent about for $1200 and then I had to succumb to paying the 750 because I needed a site and now theyre telling me I have to spend more money to get my old website and have brand rep manage it. Ive been losing online orders. Ive been losing business. Ive been wasting time trying to talk to them. They tell me I have no choice

  

  Business Response

  Date: 04/03/2025

  Hi *********,
  
  There was some difficulty with the site cart. But ***** has helped solve that. Thank you for letting us know. 

• Initial Complaint

  Date:10/01/2024

  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.

  On August 30, 2024, I hired Kaddee account manager with ********************** to recover 22 five-star reviews on ****** Maps. Their contract promised to start services within ***** hours and a 6-month term, and it stated that the reviews would be recovered within 2-3 weeks. However, they failed to ********** Service: BrandRep did not begin services within the promised timeframe.Misrepresentation and Lack of Transparency: Despite providing 6 pages of official documentation confirming my correct address, BrandRep submitted my 2nd appeal with incorrect information, resulting in a second denial of my ****** Maps account on September 25th. This denial was for "wrong address," indicating intentional misconduct.Unrecoverable Reviews and Unprofessional Conduct: After 26 days (and exceeding the 2-3 week timeframe for review recovery), I contacted BrandRep. Their representative, Brandon, informed me my account was now obsolete and un-recoverable, despite their contract stating they would handle such situations.Unauthorized Charges: BrandRep added a $300 monthly fee without my consent, set to automatically renew my contract after the initial 6-month period ended, even though I paid the $1450 contract fee in full.False Marketing Claims: BrandRep falsely claimed to establish 32+ online profiles for my business.Suspect Contract: BrandRep's contract has a 24-hour window for a refund, meaning I was unable to cancel and obtain a refund after they failed to provide promised services within the ***** hour timeframe. This limited refund window makes it impossible to get a refund if they fail to deliver on their commitments.Conclusion:BrandRep has breached their contract, misrepresented their services, and engaged in deceptive practices. Their actions have significantly harmed my business by preventing me from recovering my reviews, jeopardizing my ability to use ****** Maps, and attempting to charge me for services I never agreed to. I demand a full refund & cease further services.

  

  Business Response

  Date: 10/09/2024

  Hi Clark,
  
  We did start in the normal timeframe after looking over the things needed for your account. 
  
  Our pinning department called you 2 business days after signup and had a 22 minute call with you to resolve the GBP existing suspension issue. Our agreement doesn't state that the reviews will be recovered. We have to work within the limitations of the Google system. Your account was already suspended for some reason and we have to submit reinstatements to Google. If Google won't reinstate, then the other option is that a new listing is created, which we can do after exhaustion of reinstatement attempts.
  
  On the initial agreement which you signed it clearly says the recurring amount after the six months is $300. It is your choice to continue after that period. 19 directories were established that were available in your area.  We can still make the effort to help. Let me know if I can have a customer service rep connect with you.

• Initial Complaint

  Date:09/20/2024

  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.

  BEWARE OF THIS SCAM COMPANY!!!!!!!BrandRep promised to do three important things for me:1) Fix my address and other important info on ****** Local Ads as well as optomize ads and SEO 2) Get me verified on ****** Ads and run optomized ads to attract commercial clients as well as SEO 3) Promote my business on Nextdoor through posts and ************** They did nothing on Nextdoor. They did nothing on ****** Ads, never ran a single ad nor did I see any activity of them doing anything related to SEO optimization. They did attempt to manage my ****** local ads once, only unpausing my old ad and adding two more services in my list, about a 3 minute task. They did no SEO did not get my address/info updated, and used very poor ad settings. I accomplished these tasks myself with zero help from them by calling numerous times to ****** for the support. I called BrandRep many many times asking for help with all these items and services I was promised with no success, lies from them about ads running when theyre not, and promises of returned phone calls with no return calls happening. After a month, I requested to cancel service, and inquire why they charged me $2700 instead of the $1700 that was agreed upon, they claimed it was a monthly charge added in and they would cancel that and get right on delivering their promises. neither the refund or any service was delivered. I called multiple times to request to cancel, and was told a manager would call me back. One time out of at least 5 times I did get one to call me back, I said I wanted to cancel. They went on about that they are doing the services, lied about ads running when they are not and did not respect my request. I have given up and disputed the charge with my credit company.

  

  Business Response

  Date: 09/30/2024

  Hi *******,
  
  For context, below is a history of events:
  
  7-18-2024 Signed up for ****** ads management of $1000 prepay for 4 months, $1700 for Essentials
  7-21-2024 ****** listing verified, pinned, and optimized for keywords
  7-21-2024 30 business directories live connected through Synup
  7-23-2024 More keywords were added to the ****** listing at your request and re-optimized
  7-24-2024 At your request the phone number was changed and the address hidden
  7-25-2024 Your ****** ads went live
  7-29-2024 ****** Insights was connected for tracking
  7-29-2024 Adjusted your target territory at your request
  8-09-2024 **************** *** called for regular 21 day follow up with an update
  8-20-2024 CS emailed you the ****** traffic report for your ads
  9-03-2024 CS called for your 45 day update
  9-04-2024 You called in to cancel saying we have done nothing despite everything above, retained
  9-17-2024 Called you for 60 day follow up
  9-24-2024 You performed a chargeback while we we trying to contact you to find solutions
  
  During this process our CS team reached out to you 13 times and fielded 7 of your incoming calls. Everything was delivered based on the package you bought. We were trying to contact you to resolve your dissatisfaction but created a chargeback. Once that happens the case is in the credit card companys hands.
  
  

  Customer Answer

  Date: 09/30/2024

  Hello,

  I disagree that the ****** ad was ever live. It has never been live because it was denied for reasons I do not understand. The only ad I ever saw that was live was the ****** local ads, and it was all set up by me, all that you did was unpause my ad. But in any event, the only resolution I am looking for is to cancel the contract and retain my refund. I disputed the charge based on no promises were kept or services rendered. If you are able to agree to this request, I am happy to withdraw my BBB complaint and we can go our separate ways. Hopefully your business is mostly concerned with customer satisfaction, and you will honor my request. I look forward to your response.

  

  Business Response

  Date: 10/05/2024

  Hi *******,
  
  This is the history I have of the ads in your account:
  Ads are live at 08:07am PDT Jul 25 08:07am System
  Called client for 1 week f/u, Ads are showing paused on his end but on our end it says Live. On his end it shows 1 Ad is disapproved. I messaged the *************** I am waiting on response. Client wants a cb on Monday.
  Posted on 07/26/2024 02:20pm
  Client called in to confirm ads are live. confirmed, client will send an image of area he wants to cover.
  Posted on 07/29/2024 09:50am
  client called in to make sure all of his info is updated in the ad account, GBP needs to be verified and in the ad account 1 ad is not approved bc of the biz name not being accepted, messaged PPC ads chat for more info on what the client needs to do
  Posted on 07/29/2024 12:18pm
  Called client for 21 day f/u, he said his Ads are showing that it's been paused for a month already. I sent the file over to ******. Client wants to change his Budget. I updated the Budget.
  Posted on 08/09/2024 09:54am
  
  For this reason it was switched to *** which you already had an account. However you discounted our team from the account one day later. You paid for two separate plans. One for Local SEO which we delivered on and were continuing to. The other is *************** Account issues are not uncommon. Despite the account issues we made the effort and would have continued to manage the ***. Unfortunately you initiated a chargeback. Once that happens the money is already removed from our account and in the hands of the credit card company. We would actually like to work out a solution with you but the money has already been deducted from us.
  

  Customer Answer

  Date: 10/15/2024

  This business has sent false information to my credit card company to effectively rob me of $2,700. They did absolutely nothing that they promised and they are thieves. I will be bringing civil action against them.

• Initial Complaint

  Date:09/01/2024

  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 hired these people to help with ****** ads. Paid them up front in full. I only saw two ads in the couple months after they were hired. My friends and family have looked for ads. They never saw one. I'm in ********. I wanted a five county area. A lady in ************ contacted me. That's not michigan folks. When I call and leave messages. They never get returned. When someone actually answers the phone I get put on hold. No one ever gets back on the phone. Beware people they take your money then they vanish.

  

  Business Response

  Date: 09/05/2024

  Hi ***,
  
  I would like to give a little insight on how ads work to address your statement about not seeing the ads. There are a couple reason why you or a family member might not have seen the ads.
  
  1) The ads only show up in the target areas the ads are running. Meaning if someone is searching outside that area, they won't see the ads.
  2) Your ads have very specific keywords. So if those keywords are not searched properly, the ads won't show. That is to make sure they are showing up for the right person.
  3) Main reason: The larger your budget, the more times they show up. The smaller your budget, the less they show up. So for example, if you had a budget of $500. Divide that by 30 days in a month, then your are spending about $16.67 per day on the ads. And say for example it is $3 average per click, that means in a whole 24 hour period your ads would only show up only 5.5 times per day. Once that budget is used up, then your ads no longer show up to maintain the budget. So if you think about it, trying to catch your ads that show up only 5.5 times per day is very difficult given there are 24 hours in a day.
  
  Your other statement was that you were not able to get anyone to answer your calls. I have attached a screenshot of all the history of your calls. If you call outside our working hours then I can understand. But from the history in the screenshot it shows that your incoming calls were answered and there we many conversations, emails, updates, and even copies of leads you received.
  
  If you would still like a customer service person to call you, please let me know and I can arrange it. Or you can call during our hours at ************
  

• Initial Complaint

  Date:06/06/2024

  Type:Sales and Advertising 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.

  RWB Logistics hired Brand Rep Marketing for a website as well as start our branding and search engine on ****** in 2020. We stopped our services with Brand Rep in December 10, 2021, we paid and requested that The ****** search page for RWB Logistics LLc. was to be transferred back to RWB Logistics LLC. The website was transferred back to us but not our ****** engine site. This request has never been met. RWB Logistics only has Managing control of the site but not ownership and we would like them to release our ****** Engine site back to us as Brand Rep has No affiliation with RWB Logistics LLC. We've been requesting this and through email repeatedly with no response from Brand Rep.

  

  Business Response

  Date: 06/06/2024

  Hi,
  After receiving this message two people attempted to text and email to this contact info:
  Contact Name: ***********************
  Contact Phone: ************** [Call]
  Customer Cell: ************** [SMS] [Call]
  Contact Email: ************************
  
  Please respond so we can get clarification on what it is you need assistance with. You can also call ************

  Customer Answer

  Date: 06/07/2024

  Thank you, Brand Rep, for your quick response to the BBB request. I have received your messages. 

  I see I ***************************** is owner and not Primary Owner.

  Why would you still be on as Primary Owner? 

  Am I correct in reading on this subject of ownership that in 7 days, I as an Owner will be able to remove your company Brand Rep from being the Primary Owner of the ****** search engine? 

  

  Business Response

  Date: 06/07/2024

  Hi it has been completely transferred over to you.

  Customer Answer

  Date: 06/10/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.

  
  Regards,
  
  Rwb Logistics Llc.
  
   

  
  

• Initial Complaint

  Date:05/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company has failed to design a website for me that would be functioning e-commerce website, and it has been more than seven months. I paid in full for the entire year and I guess because I paid in full they feel as though they dont need to do the work. I also was supposed to be sent a mail or from ****** with a passcode that I was supposed to call back and give them that never happened so pretty much they have given me nothing for my money and I need my money back

  

  Business Response

  Date: 05/16/2024

  Hi Inece,
  
  I want to lay out the timeline so we can have the history to reference:
  
  5-06-2021   You paid us$1095 for the BrandEssentials plan for one year. This plan was mainly for SEO and does not include customizing an ecommerce site. However our team built it for you even though ecommerce sites are extremely labor intensive. 
  5-06-2022   You didn't make a payment for the second year so your account went into suspension
  10-16-2023 You made a payment of $895.95. However you chose to cancel multiple times so we didn't know if you were going to continue services or not. During this time while you were on suspension your domain and hosting expired Since your account was in suspension we couldn't renew.
  
   Customer service spoke to you on 5-13-2024 and has deemed it not beneficial for us to continue this relationship and have closed the account.

• Initial Complaint

  Date:04/11/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  the name of the person is **** and I he is a Rep for them who lied to me about everything ,he told me that he garenteed that I would get more work calls for my business , that did not happen , he lied to me and told me that if I decided to not continue doing business with there company that I could transfer the my landing page to my ****** profile and that did not happen , this man is lying to people just to get money ,he is a scam artist and should not be in business because he lies about everything. Other people need to know so they dont fall into the same scam

  

  Business Response

  Date: 04/11/2024

  Hi ******,
  
  We are sad to see that you are unsatisfied with the service. Below is a history of events so that you can get some context:
  
  2-15-2024 Sign up. Paid $800 for 4 months of ****** Ads Management
  2-26-2024 Your ads campaign went live
  3-01-2024 Lead #1 came in and was emailed to you because they filled out the form on the landing page we built for you.
  3-03-2024 Lead #2 came in same method
  3-04-2024 You called into with a complaint that you were not getting leads
  3-05-2024 You called in a 2nd time with the same complaint
  3-05-2024 Lead #3 came in same method 
  3-10-2024 You called in again to cancel a 3rd time
  
  Please keep in mind that the landing page has a lead capture form. The leads above are from that form only. That is not counting any direct calls you received. It is up to the potential customer what method they prefer to contact you by. We cannot control that. We just get the customer to see you and once that is achieved, the customer chooses the action to take.
  
  The campaign did work and delivered fairly quickly. We have answered every time you called and made outbound calls to you to maintain communication. Since your investment was for the creation of a campaign, creation of a landing page, and getting leads, we delivered on all of those.
  
  Marketing campaigns are always a long term investment that requires commitment. ****** Ads take time to become more effective as the campaigns learn as they mature.  

  Customer Answer

  Date: 04/22/2024

  Just a heads up, I paid for 4 months service and fired them after 3 weeks and requested my money back and they ignored me and only after 40 days they charged my credit card without my authorization for $200 on April-5 . I never agreed to auto pay.  Please call me at ************. Daniel 
  Sent from my iPhone
  

  
  

  

  Business Response

  Date: 04/23/2024

  Hi ******,
  
  Our records show that the $200 was refunded and you are still our client as of now. A customer service Rep talked to you 4-16 and you signed an email confirming that this situation is resolved. Thank you for letting us work this out.

• Initial Complaint

  Date:02/06/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Brand Rep to create my company logo and website. They ended up copying writing the logo from another website and using it as my own. I had tried contacting them about this issue but I was left on hold or they never returned my calls/emails. I immediately thought this was a scam and contacted my bank which they advised me to cancel the transaction. After months waiting for a response my bank sided with brand rep. I then found out that chase had misfiled my claim and theres nothing they can do because its passed a certain deadline. I then contacted Brand rep and they said because they had won they werent willing to help but they would have a manager contact me. That never happened and now Im left paying ******** dollars for no logo, no website and no advertising.

  

  Business Response

  Date: 03/26/2024

  Hi Sofus,
  
  It looks like our CS department has already resolved this by providing you with a year of service. Thank you for that opportunity.
  

• Initial Complaint

  Date:01/05/2024

  Type:Product 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 name is *************************. I have been a customer of ******************** since November 3rd 2023. I am writing this email/letter because I am very disappointed in the level of service I have received so far. I signed up for the Elevate plan($1000) and pre-paid for services 3 months in advance for a discount. I was assured when I signed up with ************************* on 11/3/23, that my website would be recreated within two weeks and ****** ads could be running within a week or two. 1. Website NOT launched. Ive received no updates regarding this by email nor phone at any time. Getting my website back up and running was what initiated my call to BrandRep and there is still no website. Im in the middle of my 3 month contract and still no website. 2. ****** Ads The ads for ****** did not go live until November 29th according to the email I received from *************************, which was 26 days from my phone call and 12 days passed the time I was assured it could start. I had also paid the $500 ****** ads management fee for that month already. During the time the ads were running, ads were stopped by ****** at least 2-3 times and then most recently my ****** Ads account was suspended for fraud on 12/12/23. I was thinking that maybe by now someone would have surely called me to let me know what was going on and how they were going to fix it. I had to tell the representative about the suspension due to fraud. 3. ****** Business Page On December 5th, I called your customer service because at this point, I had received a transaction attempt of $500 on my account on December 3rd. Furthermore, when it was determined that $500 would not process from my credit card, $250 was deducted. And then another $250. When I spoke to the male rep that answered the phone, I discovered that my ****** business page was not connected. 4. Blog and ************ post NOTHING 5. Monthly Report NOTHING

• Initial Complaint

  Date:01/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for SEO and to get a buisness page created and paid them for the year on October 13th 2023. We'll it's now Jan 4th **** and brandrep has not done one thing . They even suspended/Canceled my account with them on the login with brandrep. The customer service people every time I call and talk to them make up different stories. They have no clue what is happening. They told me they would be refunding me but that hasn't happened. I will be definitely taking them to small claims and filing a BBB complaint against BrandRep. They get paid but don't do the actual service.Please do not use BrandRep. They will take your money. They have never even called me once. As a buisness that deals with small business marketing surprises me.This is a Total SCAM!!!

  

  Business Response

  Date: 03/26/2024

  Hi *****,
  
  Below is a brief history of events. We definitely tried multiple avenues to fix your ****** profile issues. Unfortunately there were too many infractions of previous listings for new ones to get approved by ******. I am sorry you had to go through the frustration. Since the file is in chargeback modewe will have to wait for that to come to a resolution.
  
  10-13-2023 Signup date
  10-13-2023 Client added us to ****** profile that was already suspended
  10-13-2023 Client then added us to another listing that was not suspended
  10-16-2023 ****** profile live and optimized
  10-16-2023 ***************************** Yext
  10-20-2023 ****** profile was suspended because client added snow removal as service
  10-26-2023 Client sent in business license to get profile unsuspended
  11-01-2023 Client received email from ****** stating listing is still in violation due to other accounts
  11-01-2023 Reinstatement request was sent
  11-27-2023 New listing attempt
  12-07-2023 Cancellation of service request
  12-13-2023 Attempted another listing but still unsuccessful
  02-02-2024 Chargeback