ComplaintsforSpectrum Reach

• Initial Complaint

  08/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Spectrum Reach is claiming we owe them $11,281.20 in past due payments and are demanding to put us on a payment plan. We were never billed for these services and have done extensive research on our side to see if any invoices or emails were sent. They explained their policy to notify accounts once it goes past due (which is over 30 days), however they admit they never attempted to reach out or sent anything to us about a balance due until 6 months had already passed. They have not been answering our inquiries or been willing to have an discussion about an equitable resolution to the situation. 

  Business response

  08/04/2023

  Thank you for sharing this concern. The advertising client is actually working with a Spectrum Reach Team out of our Los Angeles market, not with one of the offices associated with the BBB of the Tri-Counties. That information is being supplied for clarification purposes only. Of course we want to ensure that we are addressing any client needs, no matter how the information is received and in what location. I have personally reached out to the leadership team that oversees the account, and the most recent documented dialogue that was shared with me includes an agreement on the outstanding balance that is referenced here. This issue seems to have been resolved by the client and local team from Spectrum Reach. If that is not satisfactory, I am happy to follow up again. Thank you!

• Initial Complaint

  06/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We paid by credit card on Spectrum Reach's payment portal in error. Payment was to be made to another vendor. We called the company to void or credit the amount paid and was directed to email the company at [email protected]. We emailed and followed up with additional emails and have not gotten a response. The original charge was done on 6/6/22. We followed up with an email on 6/14 and again on 6/16 with no response.

  Business response

  07/18/2022

  I have also left you a voicemail message regarding this complaint. I have forwarded this information to our Spectrum Reach Team in Hawaii, as the complaint references a business located there. I am not sure why we received the complaint here in Santa Barbara, but I wanted to ensure you that this has been sent along to the correct market for follow up. If there is any additional information we can provide, please don't hesitate to reach out to me at ###-###-####. Thank you. 

  Customer response

  07/18/2022

  
  
  I am rejecting this response because: As of 7/18/22 we have not received any communication from Spectrum.  We tried to resolve this issue with the billing department, before contacting the BBB, but no one has returned our calls or email.  Passing on the issue to an unresponsive market is not acceptable.  We want someone to issue a credit for services not performed.  
  
  Regards,
  
  C**** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business response

  07/18/2022

  I apologize that this has not been resolved for you and that you have not received a response from anyone thus far. I have been unable to open the PDF invoice that was attached to the complaint. Is it possible for you to email it to me directly at [email protected]? I can then ask our Finance Team to review it for resolution, as well as your request for a credit. 

*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. ↩