Complaints

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

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  Zale Media LLC

  8350 NW 52nd Ter STE 301 Miami, FL 33166-7708

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  Zale Media LLC

  3940 NW 79th Ave Apt 718 Doral, FL 33166-6687

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:10/21/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Urgent: Issues with Agency and Request for Refund Hello, I am experiencing numerous problems with this agency. I purchased their system on September 21, 2024, for $1,797, along with an additional add-on for $447, which I never received. This company operates under various names to avoid getting caught, including Prospect Ignite, Zales Media, Lead Latchers, *************. To start, they altered my business listing on ****** without my permission, entered false names and numbers into lead form. They also restricted my ability to manage my account, preventing me from doing the following - Turning off email re-billing - Cancelling Lead Connector - Removing A2P branding - Deleting my campaigns for Voice AI, for which I am still being charged - ***************** ads - Disconnecting and deleting my Yext account - Stopping monthly support charges - Permanently deleting my uploaded contacts from their pipeline - Deleting images from their social planner, which incurs charges - Unpublishing workflows - Removing a subdomain from courses I never created - Deleting my CRM and CRM Voice accounts Whenever I raise a complaint, their response is unprofessional; they often dont answer calls or hang up abruptly. They are making unauthorized charges and threaten to send to collections. I want to sever all ties with this company and request a full refund. They claim I signed a lengthy contract, which I have neither seen nor signed. It seems they have altered the contract without my consent. They are doing highly fraudulent business practices. Additionally, they appear to be impersonating or falsely claiming a partnership with **** which they encouraged signing up for. However, I have no means to log in to Yext or delete that account. The account shows changes to my business information that are unauthorized. Thank you for your attention to this matter.

  Customer Answer

  Date: 10/28/2024

  Zales media uses bots for all of their correspond. You will never speak to a human after the day they onboard you. Just to let you know their bot has answered some complaints by stating the user does not have an account with them. I have an account with them under one of their other names they use to conceal their identity which is Prospect Ignite. I see here the better business bureau has a link connecting them to Lead Latchers. So we see they are using many names to try to avoid getting caught. Its all the same company registered to ********* ****** at *****************************************************************************************************************************  

  Customer Answer

  Date: 10/28/2024

  Attaching copies of emails with: 1) Proof of name Zales Media = Prospect Ignite. 2) crm charges for missed and unread text/calls placed in the drip funnel for leads that do not exist. The only active lead is me. 3) adding fake members to my account without my knowledge. 4) sending email with fake phone number as return call without my knowledge and setting it up to go to spam. When calling that number it hangs up. 5) invoice of CRM voice impersonating Yext although they said they have nothing to do with yext 6) Unfortunately I did not screen shot when they changed my phone number on ******. I was able to provide proof to ****** that i am the owner of my account. 

  Customer Answer

  Date: 10/28/2024

  added fake user - invalid address

  Customer Answer

  Date: 12/15/2024

  This company denied my refund request by submitting false and misleading documents. They claimed I never asked for a refund, showed a landing page that was never delivered, and used generic forms without any proof that emails were sent or received. Their response is full of lies and lacks any legitimate evidence to back their claims. Completely untrustworthy.

  Customer Answer

  Date: 12/15/2024

  I attached their denial of the claim from the bank, but I want to clarify that I am actively disputing this, and the case is not closed on my end. Their response is full of lies, including claims that I never requested a refund, fake landing pages they never provided, and generic forms with no proof that emails were sent or received. This company cannot be trusted.

• Initial Complaint

  Date:03/11/2024

  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.

  I purchase the "Lifetime Package" CRM. I was promised social media marketing. Every time they posted an ad I would be blocked from all social accounts. They kept giving me excuse after excuse until my pages were FULLY SHUT DOWN. I said I would make the best of it and continued to try other features offered, which never worked. I used another company and then came back to see if Zale Media had cleared up the previous issue to find that my lifetime site no longer worked, my log in was no longer valid and the portal I was given was not even the same. Then I was advised there would be a $47 fee for support, that was INCLUDED when I paid the HIGH DOLLAR upfront fee. Then I was overcharged on my card for items that I had already paid. I was refunded but then told by Zale Media that regardless what I was sold, things change with the times so in total for my CRM to be fully functional and have support I would need to pay a MINIMUM of $75 monthly. To put the cherry on the top, as I continued to ask questions I was advised by the "escalations manager" that she "would not continue to go back and forth with me and if I don't pay for support it would be the last response I would receive!". This company is scamming THOUSANDS of dollars from Realtors, Bankers, Mortgage Brokers and are running a whole bait and switch. Keep your money, it'll be the best choice.

  Business Response

  Date: 03/12/2024

   

  Dear *************************, 

  I apologize sincerely, but we don't have any account records under the name *************************. There are no records associated with the email address ************************* nor do we have any records linked to your phone number **************. Our team would appreciate the chance to address your concerns and feedback more thoroughly. However, we need the account name and email address to better understand and comfort your concerns.

  Sincerely,
  Harmony W.
  Resolutions Team

   

  Business Response

  Date: 03/20/2024

  Dear *************************, 

  I apologize sincerely, but we don't have any account records under the name *************************. There are no records associated with the email address ************************* nor do we have any records linked to your phone number **************. Our team would appreciate the chance to address your concerns and feedback more thoroughly. However, we need the account name and email address to better understand and comfort your concerns.

  Sincerely,
  Harmony W.
  Resolutions Team

• Initial Complaint

  Date:03/05/2024

  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 noticed these charges on my credit card months ago but was unable to figure out how to cancel the service as I was not using it and could not even find a number to contact customer support for the service. I completely forgot about it until this morning when I again noticed another $10 charge so I had to contact my credit card company in order to get contact information to request a refund/account cancellation. I was put in touch with ********** - Resolutions Manager who was at first very brusque but provided documentation indicating I had previously agreed to a membership with them for $20 a month. I then began to question this as there were multiple months were I was charged $30 despite not utilizing the service and that amount being higher than what the membership should have been (according to documentation provided by ***). It was at this point that *** became hostile and threatening which makes me suspicious of this company and their billing practices. When it comes to where my finances are going I have every right to ask questions when the numbers don't add up, if Zale Media is unable to explain what they were charging me for then they need to give the money back. If they were in fact billing me appropriately then they should be able to explain it. It's as simple as that.

  Business Response

  Date: 03/06/2024

   

  Dear *****, 

  I am really sorry to hear our services did not meet your expectations. I have conducted a thorough review of your account, and our records indicate that you initiated your service on March 23, 2022. Regrettably, there have been no recent communications from your team for over a year. Rest assured, our team will be promptly reaching out to the two email addresses we have on file to address your BBB communications and concerns. We understand that communication through the BBB portal has limitations, and we are committed to comforting your frustrations through email. 
  
  We appreciate you taking time to share your concerns. Please respect our sincerest apology for any inconvenience we may have caused you. We highly appreciate your feedback as it will assist us in becoming better at what we do. 
  

  Sincerely,
  Harmony W.
  Resolutions Team
  
  

• Initial Complaint

  Date:10/30/2023

  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.

  Realtor. They advertised a money back guarantee and that they would manage my advertising on instagram and ********* They took my money, offered zero support, didn't stand behind their money back guarantee and didn't produce even one poorly sourced lead. Zero leads. Zero accountability. Zero help. 100% scam. PROFESSIONALS OF ALL VARIETIES: AVOID AT ALL COSTS!!

  Business Response

  Date: 10/31/2023

   

  Dear ***************************, 

  I am really sorry to hear our services did not meet your expectations. I have conducted a thorough review of your account, and our records indicate that you initiated your service on September 6, 2021. Regrettably, there have been no recent communications from your team for over a year. Rest assured, our team will be promptly reaching out to the email address we have on file to address your BBB communications and concerns. We understand that communication through the BBB portal has limitations, and we are committed to comforting your frustrations through email. 

  We appreciate you taking time to share your concerns. Please respect our sincerest apology for any inconvenience we may have caused you. We highly appreciate your feedback as it will assist us in becoming better at what we do. 

  Sincerely,

  Harmony W.

  Resolutions Team

  Customer Answer

  Date: 11/20/2023

  If the messaging is fine with the BBB then I have no issue withdrawing my complaint.

  It is dishonest to advertise a system that does nothing, unless I'm constantly asking them to do the job I hired them to do.

  "Done with you" vs "done for you". I received neither. They received my money. How am I not supposed to feel scammed?

  They have offered to do the work, now. But they only care because I cannot let it go. Had I not left my review of my experience, they had no issue cheating me. I get paid based on results. They get paid based on promises. Why is that acceptable? 

  Business Response

  Date: 11/21/2023

  Dear ****** and the BBB, 

  Thank you for sharing your insights and feedback about our services. A team member from our escalations department contacted ****** to address your concerns outside of the BBB portal communication. Based on our records, as of November 14, 2023, ****** has decided to proceed with Moving forward with our services. I have attached email correspondence confirming that this client has chosen to move forward with our services after discussing all concerns.

  Should ****** require further assistance or have any additional concerns, please feel free to reach out to our support via email directly. A team member will be reaching out to ****** shortly. 

  Thank you, 

  Harmony W.

   

• Initial Complaint

  Date:07/13/2023

  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.

  To whom this may concern,My husband ***************** and myself ******************* purchased the **** Mortgage marketing package and this company is the biggest scam and will steal your money with no help! They were supposed to do our marketing ads, the ads they sent were irrelevant. They were giving us ads they used from a long time ago and we know that the market changes in real estate. We were also supposed to get a lifetime access to the system when we bought the $2500 package. My husband called and asked why he cant access the system and the company kicked us out of it. We called to ask why we can no longer log in when we are supposed to have lifetime access for free buying the $2500 package and they say no you cant have it anymore unless you pay $47 per month and emailed us saying we can no longer contact customer service. They took our money and ran!! I want a refund back ASAP!

  Business Response

  Date: 08/15/2023

  Dear ***, 

  I belong to a specialized escalations team committed to assisting you with this matter. I am really sorry to hear our services did not meet your expectations. 

  Please be informed that our team did not initiate the removal of your system access. Furthermore, the communication outlined in the complaint does not align with our established operational standards. I do apologize for any confusion or misunderstanding.

  Going forward, I kindly request that any future communication occur directly through our designated email address, as the BBB complaint portal imposes a delay and certain communication limitations. 

  Our team will be emailing you with further information about your account to protect your privacy and security. We highly appreciate your feedback as it will assist us in becoming better at what we do. We appreciate you taking time to share your concerns.  

   Sincerely,

  Harmony W.
  Zale Media
  Escalations Team
  
  

• Initial Complaint

  Date:06/08/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 stopped using this platform over a month ago however they ate still billing me $10 every 13 days. I was told that the $10 billing would happen on an as needed basis to replenish the funds for automated campaigns. All campaign usage and communications through their system has been discontinued yet I am still being charged. There is no way to remove my credit card or contact the company. The price they charge is ridiculous for the level of non service you get. This company is a sham, will take your money, lie to you about their qualification process and give you c*** leads. Everything they tell you is a lie to get you to sign up. They promise you an in depth qualification process but fail to mention that only 4 of the questions are actually required to be answered. The ads are sub par and attract low quality leads with little chance of conversion.

• Initial Complaint

  Date:02/15/2023

  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.

  Date of transaction: 5/6/22 - purchase of software . Promised ads would be working and functional. 8/1/22 - ******** changes their rules on ads and the software no longer is streamlined . ******** flags my account for ads that violate their policies (Not certain which violations but likely to do w fair housing laws). The ads made by **** were not in compliance with these rules. No attempts were made to address this with customers. For a while I believed the ads were simply not affective as we saw no response. I occasionally got one here and there but later know these did not have anything to do with the ads themselves. 1/6/23 - I noticed the issue on 1/6/23 and contacted them to see what was going on. Since then I have been given the runaround as to the issue being resolved but constant emails back and forth putting me off and saying they are working on it. Finally I asked to have a zoom call with a tech and got through via the BBB phone number provided (which is not listed on their website), and spoke to an ******** who got me set up on a zoom call for today (2/15/23). The zoom call however was a no show by the company so now believe this operation is a total scam. It is my belief that Zale Media Platform was a fledgling startup company that designed a very interesting software platform to automate ******** ads for Realtors to get leads on their own, but when ******** changed their criteria, the company became incapable of producing a system that worked to produce ads, so all clients lost out paid for a platform that doesn't work. Regardless of this unfortunate decision by ********, the business needs to do the right thing and refund the money or fix this issue altogher. Its done non of the above and has instead decided to hide from calls. Any email responses they did provide were just delay tactics without actually resolving anything. (I have these emails if you need them).

  Business Response

  Date: 02/20/2023

  Dear **************, 

   I am part of an escalations team that wants to help you with this issue. I am really sorry to hear our services did not meet your expectations. I am thankful that we were able to clear up any miscommunication issues. Your team scheduled a zoom appointment at a different time than your team expected. 

  This is a done-with-you marketing system. We provide the system and help you setup ads for your business. We are not a done-for-you marketing company meaning we do not monitor our clients ads and CRM account.
  I am sorry to hear that you had some issues with ********* We are not part of ********* We use ******** as an advertising platform along with multiple other platforms like ******* We do not include ad spend within our system since we are not part of ********* ******** has advanced security measures and policies that are constantly changing which caused your ad account to become disabled. 
  
  The ******** team makes mistakes and disable ad accounts that are following guidelines and policies which is why they allow ad accounts to submit a review for each case. Our team would not notified of your ad account becoming disabled because our access to your account is limited since we are just a partner and not the account owner. However, your team should have received an email that the ads were stopped and the ad account was disabled. The ******** team also sends steps on how to fix this issue, but our team can further assist you with any ******** issues. We are here to help you be successful, but we did not receive an email from your team that your ad account was disabled. 
  

  Our team did not receive any email from your team about your ad account being disabled until January 4th, 2023. The last email interactions our team had with you prior to that was in May 13, 2022.
  Our team does not turn off your CRMvoice subscription unless we receive a written request and your permission. This is because you would not be able to communicate with the leads within your system if the subscription is turned off and we are not notified of your ad account being disabled. The contract signed at the beginning of our services informs you to let our team know of any issue with your account or ads within 24 hours. 

  As stated within our agreement, all sales are final, but we do put trust in our system that it does have success. Our system does include digital and intellectual property.
  For this reason we have a money back guarantee that includes some requirements. These requirements are to make sure that the system is used to its full potential and you have the best success! I have posted a link with these requirements below and they are also located within your agreement signed upon purchase. All of the guarantee requirements can be found in your contract, on our website, and are discussed during onboarding. 
  
  Unfortunately, you do not qualify for a refund because you did not follow the guarantee requirements. You have not given our system the ability to help you along the way of a closing or increase your online visibility by 80 percent. We cannot guarantee a closing if you do not complete the guarantee requirements. I have attached your contract to this portal. 
  - You have not had your ads on for 5 months
  - You have not met the required ad spend for consideration
  - You have not given our system a chance. 

  I explained in my last email about the CRMVoice charges. Please look at my last email for more information. However, our team would love to help you move forward. Our team did help you create a new ad account and our team created new ads for your ad account. Please review the ads and let us know the ad spend you would like to set in order for us to assist you with turning your ads back on. I look forward to assisting you. I will be following up with an additional email through our current email thread. 

  Sincerely, 

  ********************

  Escalations Team

   

• Initial Complaint

  Date:01/31/2023

  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.

  I signed up with **** Media for their advertised ad system through ********* I use another company for ads and have been successful. I thought with ****** different approach and advertising, I could further expand myself. Upon double confirming that ****** system would not interfere with my existing ads and system, I signed up and got started back in May of 2022. That's where it all started to go wrong.About 1 month into my ads running and getting leads, my account was disabled. I was able to submit for review to ******** and reinstate my ads for **** Media. 2 more months go by and then my **** ad account was permanently disabled. I reached out to **** to figure out what needed to be done and they said they could create another ad account to get me running again. This requires a whole new ad account, entering card info again, etc. That isn't very helpful since ******** uses algorithms to blast your ads. The more you are active and longer you have been running them the more exposure you get. So recreating ad accounts over and over just resets that algorithm, thus never really gaining traction on my ad. Not to mention that I enlisted ****** services so I could "focus on what I do best, while their system does the rest." Clearly your system is NOT doing what you advertise. Furthermore, I am in full belief that the reason my account was disabled was because **** Media violates ********'s ad rules. I did ask and submit for my sign up fee back, not my ad spend, just my sign up fee as I don't think they were or are able to deliver on the product, system, and services I purchased. I was denied. I recently tried to login to retrieve the leads I paid for through ******** and my login has been terminated. So now the leads and information I OWN cannot be accessed nor was I sent a report or anything saying I was being terminated and here are the leads from my ads. **** advertises "you own the system" and yet I cannot access the system or the leads that belong to ME.

  Business Response

  Date: 02/14/2023

  We will refund the last monthly payment.

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 18956839
  
  I am rejecting this response because: there is no "last monthly payment" in question. $10 monthly for phone services is not an acceptable resolution. All of my leads I paid for are gone and no one has responded to where my account went, when supposedly you advertise that I own the system. The leads were mine, I paid for them through ********* and now I have no access through my account. I have reached out to support as well and I have had no response. You can give me my leads somehow, reimburse me for them, or reimburse me my startup costs.

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

  Business Response

  Date: 02/20/2023

  Dear *****, 

  I sincerely apologize that I was not able to respond to your original BBB complaint and assist you with your main concern. You were speaking to someone who does not represent our company and is not part of our Team. Our team takes this action very seriously and will be investigating how that person was able to message you inside our portal. 

  I am part of an escalations team that wants to help you with this issue. We will continue all further communications through this BBB complaint portal to ensure that you feel comfortable. I am really sorry to hear our services did not meet your expectations. I am sorry to hear that you had some issues with ********* ******** has advanced security measures and policies that are constantly changing which caused your ad account to become disabled. This is a done-with-you marketing system. We provide the system and help you setup ads for your business. We are not a done-for-you marketing company meaning we do not run our clients ads and *** account. We do not actively monitor your Ad or *** account so we do ask that you let support know via email if you have any problems. The ******** team sometimes makes mistakes and disable ad accounts that are following guidelines and policies. We have been in contact with their team about this and working with them to fix this issue since we are not part of ********* We use ******** as an advertising platform along with multiple other platforms like *******  

  I want to assure you that you still access to your ***. This is a lifetime system and I sincerely apologize if you are experiencing any issues with accessing your ***. I am going to ask you to complete a fews things and if the issue persists to please email us since BBB responses are limited inside the BBB portal.
  

  Step one: Clear cache and cookies on your internet browser

  Step two: Go to the updated *** URL link from many months ago: app.crmvo.com (multiple emails were sent out in advance to updating the *** link)

  Step Three: Our support team just reset your *** login credentials per your request just in case you forgot your password. I have attached the new login credentials below:

  Email: ***************************

  Password: Zalemedia12$

  Please let our team know if the *** issue persists so we can further assist you within our email communication system. Our team assist you with creating a new ******** account and page. We have assisted other clients that had disabled ad accounts before starting our services or ad accounts where ********'s team made a mistake. I know your main concern is lead flow. I can assure you that our clients that have to create a new ad account still receive their expected lead flow. ******** does have a required two week optimization period to work out the kinks of the system and collect data for your account whenever you turn your ads on. However, your lead flow will stabilize after this time period. Our marketing team can also completed performance reviews and offer suggestion for increasing your lead flow. Our team will be able to let you know your targeted audience size once your ads go through the required ******** 2 week optimization period. Our marketing team recommends having a *******- 1 million audience size (amount of people that you are attempting to target). We can suggest increasing or decreasing the amount of counties you are targeting once the audience size is known. Our team can get on a zoom call to assist you with creating a new ad account.

  Please let me know if I can help you move forward or ease your concerns. I don't want you to regret giving up before you had a chance to have a closing.

  Sincerely, 

  Harmony W.

  Escalations Team

  Customer Answer

  Date: 02/21/2023

   
  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.

  I am able to retrieve my leads and now have access to the system again. I will export and download for backup purposes.

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

• Initial Complaint

  Date:01/11/2023

  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 contracted this service and they told me how they were going to market my business with FB ads. I paid them $2500 to do so. Plus I was told a minimum of $300 per month in ad spend. I was willing to try this. Every month I was not spending that much and when I told them I was not satisfied with their service as it wasnt giving me any return after 3 months I was told that I didn't have enough house holds in my area to support that amount of ad spend. This is info I should have had prior to taking my money. In order to spend the amount they want me to spend to reach the number of people I would have to go into an area that I can not represent, don't have MLS access to or is 1+ hours away from me. Why would I do that?

  Business Response

  Date: 01/19/2023

  Dear *****,

   I am part of an escalations team that wants to help you with this issue. We will continue all further communications through this BBB complaint portal to ensure that you feel comfortable. I am really sorry to hear our services did not meet your expectations. 
  

  I did review the form you filled out and completed a detailed audit is done to your account against the requirements listed within your agreement that was signed upon purchase. As stated within our agreement, all sales are final, but we do put trust in our system that it does have success. Our system does include digital and intellectual property.
  
  For this reason we have a money back guarantee that includes some requirements. These requirements are to make sure that the system is used to its full potential and you have the best success! I have posted a link with these requirements below and they are also located within your agreement signed upon purchase. All of the guarantee requirements can be found in your contract, on our website, and are discussed during onboarding.
  Guarantee-Media
  
  
  Unfortunately, you do not qualify for a refund because you did not follow the guarantee requirements. You have not given our system the ability to help you along the way of a closing or increase your online visibility by 80 percent. We cannot guarantee a closing if you do not complete the guarantee requirements.
  - You have not had 5 months with the system
  - You have not met the required ad spend for consideration
  - All communications were not within the CRM.
  
  However, we would be more than happy to have you move forward with our system.
  We can:
  - Increase your ad budget to compensate for the below recommended audience size due to targeting locations. 
  - Increase the areas you are targeting (I know not what is desired), but also add a survey question similar to "what city and state are you looking for a home?" This will increase the amount of leads and quality. 
  

  You will retain lifetime access to your CRM, access to support, and ads in your ad account.

  We can turn everything back on if you do change your mind at a later time and want to try out a different advertising platform like ******* You are a valued customer and we are here if you change your mind. This is a lifetime system and you will always have access to support if you change your mind.
  I am looking forward to hearing from you.
  
  Sincerely, 
  ********************** 
  Escalations Team.
  

  
  

• Initial Complaint

  Date:12/07/2022

  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 the **** Mortgage marketing program. It seemed like a great idea, after visiting their website and reviewing the products and services that they offer to assist with marketing. I was looking for an edge in the market to assist, being a new business. There were countless testimonials that raved about the success of the company. They charge an upfront fee of or $2499 in order to be apart of the program. Which promised to get me at least 1 closing or my money back. Unfortunately, These promises are not able to be upheld. I feel that i have been scammed out of my money. None of the systems work that they showed me upon signing up for the program initially. is the company still in business? How can they honor the agreement if none of the login systems work. the site just continues to load with no results for logging in. tried password reset etc. nothing. I would like a refund. attached is my contract and the proof of system failure.

  Business Response

  Date: 12/12/2022

  Dear Mr. ********************* am part of an escalations team that wants to help you with this issue. We will continue all further communications through this BBB complaint portal to ensure that you feel comfortable. I am really sorry to hear our services did not meet your expectations.
  
  When a refund request is submitted, an audit is done to your account against the requirements listed within your agreement that was signed upon purchase. As stated within our agreement, all sales are final, but we do put trust in our system that it does have success. For this reason we have a money back guarantee that includes some requirements. These requirements are to make sure that the system is used to its full potential and you have the best success.
  I am really sorry to hear our services did not meet your expectations. I have looked into your situation.

  I am going to include your account history to address your concerns. You first onboarded June 28, 2022. Your were missing you payment method for ******** and you let us know that you had to wait on your bank to mail it to you. We sent you a wrap up client support scheduling link so you could schedule a meeting once you received you banking details. You scheduled a wrap up client support meeting on August 1st and our marketing team sent you a launch email the same day, but did not hear back from you. The launch email sent from our marketing team contained your ads to view and for you to turn them on. we do ask in the email if you need assistance turning your ads on or would like us to make any changes. our marketing team is not able to turn your ads on without your response and permission. Our marketing team would need to know the campaign and monthly ad spend budget you would like to set in order to assist you and turn your ads on. I have attached a screenshot of our Marketing teams notes with the date and time confirming the launch email was sent to you within this response.

  This is a done-with-you marketing system. We provide the system and help you setup ads for your business. We are not a done-for-you marketing company meaning we do not run our clients ads and *** account. We do not actively monitor your Ad or *** account so we do ask that you let support know via email if you have any problems.

  In regards to your ***Voice concern, I have attached the last email our team sent 3 days ago. We reset the password per your request and did not hear back from you. Our team suggested that you delete the cache on your computer and using another browser to discard possible bugs or errors. Our team could also help further assist you if are still experiencing problems with your computer. I have also attached the password and username below. 

  Email is: ******************************
  New password was rest to: Zalemedia12$

  Unfortunately, you do not qualify for a refund because you did not follow all of the guarantee requirements. You have not given our system the ability to help you along the way of a closing or increase your online visibility by 80 percent. We cannot guarantee a closing if you do not complete the guarantee requirements. 
  - You did not have your ads on for 5 months, have a minimum recommended ad spend of $1500, have 100% lead follow up through the **** conduct all calls through the *** or follow the other requirements listed in your contract. I will be attaching your contract to this email for your reference.

  We appreciate you taking the time to share your concerns. I have also attached the contract you signed. This outlines our guarantee requirements and further explains our program. We highly appreciate your feedback as it will assist us in becoming better at what we do.
  

  I am looking forward to hearing from you.
  ...
  Sincerely, 
  **********************
  Escalations Team.