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:08/02/2024

  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.

  The first week in March, 2024 we agreed to "sponsor" one of Excell Marketing Group's "Palm Desert Golfer's Digest" publication's to be "distributed" at 5 local golf clubs and to their homeowners. For $1176 we would have a front cover sponsorship placement and a full page add inside. During the artwork approval stage we were offered, for an additional $2000, sponsorship of all 7 of their local area publications, (35 total golf courses and country clubs). This package included the front page sponsorship ad, 1 full page ad, full back page and 3 logo spots inside. Was told there would be 4 issues distributed over 12 month period, the first to hit the clubs in June. The issues would contain same ad copy, the cover and content would change. My story is much the same as others I see on this BBB site. Other than the ten copies I requested and received from Excell, I can't find the publication in any of the clubs as promised. Company contacts will not return emails or phone calls. It's a shame, the publication is actually of decent quality. I would like to get what was promised and paid for. If not, I need a full refund.

  Business Response

  Date: 08/19/2024

        We are sorry we never got the first request regarding this complaint. We have sent books to all of the clubs and are in the process of sending more books as one of the clubs has already requested more books and another box of books was sent out on Friday. The books are also sent to the homeowners in these areas as well. We are also in the process of contacting the customer to explain the distribution. 

   

  Customer Answer

  Date: 08/30/2024

  ********************* of Excell Marketing did call me and indicated they had in fact distributed the publication to all the Golf Courses listed.  I again visited the 4 public courses and found no one working there had seen the publication and found none on display.  I contacted the club **** mentioned requested more, Ironwood.  The person he indicated made the request new nothing about it and forwarded to me to the person that would handle such a request.  She also had not seen the publication nor knew anything about it.  We dedicated a tracking phone number to our ad and have not received but one call that was made by me to verify the number routed correctly.  Which is does.  I let **** know all of this on 8/19.  He is to get back with me with some explanation.  He seems to be as perplexed as I am.

• Initial Complaint

  Date:10/24/2023

  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 was contacted by ******************* from Excell Marketing Group on 6/1/23 about advertising in the Golfer's Digest of ************, **. The magazine would be delivered to Blue ********************* **********************, **********************, *************************, and *********************. Magazines would be sent quarterly. I agreed to a quarter page for $300. On 7/10/23 I reached out about seeing a draft. By 7/13/23 I approved the draft. Around the same time, I was asked by phone if I wanted to increase the area in which the magazine would be distributed to another part of the area of town for an additional $300. I agreed. On 9/17 I reached out because I had not received a copy of the magazine. On 10/3 I reached out again because I had not received a copy. ***** said he would find out. On 10/8 I reached out again and requested a full refund because a product could not be presented. 10/9 I received a response that a magazine would be sent out. It is now 10/24 and I have not seen a single magazine in my entire area.

  Business Response

  Date: 10/27/2023

  We are sorry you did not receive your copies of the magazines but they were sent out on 8/7/23 and the additional books were sent 10/10/23. We are sending you more copies to your address at ********************************************************************. The tracking number is ********************** via ***** Please let ** know that you received your copies.

   

   

• Initial Complaint

  Date:08/05/2023

  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.

  I was contacted via cold call October (Halloween weekend) of 2022 by Excell Marketing Group offering advertisement in a magazine distributed to exclusive local golf and yacht clubs. The salesman 'sounded' like a 'normal local businessman' with an easy-going personality making me feel very comfortable & trusting.I was given a contract that specifically stated that my advertisement in their Golfers Digest and Yachting Digest magazines would be distributed to 9 specific upscale golf clubs and 9 specific yachting clubs.I paid $588 on 11/01/22 for an ad in the Golfers Digest for 2023. I was told that they would pull info from my website to create an ad and have me approve it. I contacted by the graphics department 11/16/22 asking how long to see the ad mock-up and was told to expect a mock-up in 1-2 weeks.I was then contacted again later in November (Thanksgiving week) and offered a deal to be added to the above-mentioned Yachting Digest with an upgrade from 1/2 to a full-page ad if I would close out the deal before the Thanksgiving holiday weekend. I paid another $400 11/23/22.At some point after this I did receive an ad mock-up that looked very acceptable and professional.After no further contact I sent an email 1/2/2023 asking how to see the 2023 magazine- the reply coldly stated that a copy would be mailed once complete.I placed a few undocumented calls asking when I would see this 2023 magazine and was given the runaround about delays & processing & and that these were normal business delays.I did finally receive a copy of the *********************** in the mail 3/8/2023 and it appeared very professional and legitimate, so I had no further suspicions at that time.However, I have since confirmed that the magazine is not at any of the specified clubs, and there is no publisher info in the magazine, and it contains nationally syndicated articles with only 3-5 small local advertisers, which does not make financial sense. Excell will not return my calls.

  Business Response

  Date: 08/07/2023

  We contacted the customer today and addressed his concerns. We are very sorry for any inconvenience this may have caused and have worked the matter to the customer's satisfaction. 

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20426946

  I cannot yet confirm that they "have worked the matter to the customer's satisfaction". I was given an explanation that sounds reasonable, but I have yet to confirm that information for myself.  I was offered a full refund and sent a refund receipt from the business 2 days ago, which I appreciate, but I am still waiting to confirm that the funds have reached my bank account.

  Business Response

  Date: 08/09/2023

  We have refunded the customer and sent him copies of the refund receipts which can take between 5 to 7 business days to show up on his account depending on his credit card company. He admitted we sent proof the refunds were processed. We are sorry for any inconvenience but hopefully he will be satisfied as soon as the credit has processed. 

  Customer Answer

  Date: 08/10/2023

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

• Initial Complaint

  Date:06/28/2023

  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 paid Excell Marketing Group $600 and $400 on 1/30/23 and 3/8/23 respectively for a FULL Page Ad in at least TWENTY-EIGHT (28) publications to advertise for a full year in various ***** *************** publications i.e. *** Golfer's Digest Of ************, ***************************** I&II and Yachting Digest of Aventura 2023 to include: -************ ******* ***************************************; ************ **************** ********************; ****************************; *** ************ ************ -************* ******* **************************; ************** & ************; **********************; *********************;************************ -******** ******* ****************************** ******************************; Indian Creek ************; *********************** ************* Clubs II - *** ********************** & Spa; Hillcrest G&CC; *************** *****; Normandy Shores GC. - ************* II ******* **********; ********* CC; *********** -Yacht of ******** - ************** ******************** *******************; ******************************; *************** ************* ****************** Marina *** publications were promised to be mailed to me asap upon publication and to date, after repeated phone conversations and emails and EMG promising and apologizing etc. I HAVE NO BOOKLETS or any PROOF that the Ads have been placed in the above publications per our contract. I have been waiting since 4/1/23 with the latest phone conversation promising to mail the publications for proof on 6/19/23. I am requesting FULL REFUND. *** promises from ******************* and his office are empty and insulting and they have had my address since January and I have given it to them and to multiple people at EMG that promise they will be "in the mail immediately" on several occasions, proof that I have been more than reasonable and patient. I am very disappointed and distressed to have to make this complaint. I expect a full REFUND/resolution of this important matter. I am hopeful the BBB can bring about a desired resolution.

  Business Response

  Date: 07/03/2023

  We had previous sent the customer copies of her publications however they were returned multiple times. We found out that the suite number we had on file was incorrect and have since sent her copies of with a tracking number. It shows that they were delivered on July 1st 2023 and we are providing proof of delivery. We are very sorry it took so long for her to receive the publication, but her ad was printed and delivered as agreed.

  We hope this addresses her concerns

   

   

• Initial Complaint

  Date:04/06/2023

  Type:Service or Repair 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.

  August 2022 ********************* with Excell Marketing Group contacted our office soliciting their service for advertisement of our Financial Advisement Firm in the Golfer's Digest they produce. We were told that the digest goes out to all major country clubs in our *********, ** area and they will build a 2 page spread in the center of the digest we needed to provide to them what the article will say and all of our logo's and headshots, their graphic designers will take it from there. The cost was $1,000.00, we paid in full. One week later they presented to ** if we pay another $1,000.00 they will include ** on the Lake of the Ozarks, ** digest as well, give ** front cover and back cover sponsorship on the digest as well, we paid that in full. We paid a total of $2,000.00. One single copy was mailed to our office, no other copies made it to the country clubs as promised or its members (we have contacts that are members to include ** and confirmed with the country clubs that no one received). I have made serval attempts to get answers, they continue to mail ** a different digest that we are located in different areas in the digest (not what was promised), still no issues at country clubs delivered. We have made multiple requests for a refund without response as well.

  Business Response

  Date: 05/04/2023

  This is the first notice we have received regarding this complaint. We are very sorry the customer is not happy with her purchase and we are in the process of providing her with a full refund thru her credit card company. If you have any other questions please let me know...

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 19904685
  
  I am rejecting this response because:

  They were notified multiple times and I have attached the emails from where they acknowledge we were not happy and telling ** that they would refund ** but the refund never arrived and they stop responding to my emails. 

  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/10/2023

  After Reviewing your emails it is obvious that we failed to follow thru with our promises in providing your refund in a timely manner and would like to apologetic for that and will make sure that you do in fact receive a refund for the full amount of $2000. As far as the clubs are concerned we did send books to the clubs and we will follow up with our contacts there to find out what happened in order to correct the problem. Again we are very sorry for any inconvenience this has caused you and we hope this will satisfy the matter.

  Customer Answer

  Date: 05/11/2023

   
  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.
  
  Sincerely,
  
  *************************