ComplaintsforColorbull Agency
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Complaint Details
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Initial Complaint
04/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We paid this business $951 on 11/15/23 to assist us with a personalized marketing package including ****** Ads and social media outreach. He delivered NONE of these services for us. Up until 4/8/24, he has been 100% unresponsive to our phone calls, texts and email.Business response
07/23/2024
This customer signed a 1 month non-refundable contract for ********** services and assistance with creating an outreach campaign in November of 2023. We immediately set up their ****** ads campaigns and provided them with ownership of the created ads account. We managed their ads account until February when they contacted us to have the ads ended, during this time we also made multiple updates to their website billed hourly out of the balance they held with us. At the same time 4 months later, they finally requested to start on the outreach campaign. We informed them that their budget had been used up managing the ****** campaigns for 4 months and updating the website, and that we no longer had availability in our schedule to provide additional services. At this time they still had not provided us with the information needed to even operate that campaign. In March they came back again and provided the information and we again informed them that we had no capacity to provide free services to them. At this point in March is when they started leaving us bad reviews and filled this complaint with you.
Business response
07/23/2024
I have highlighted the no-refund policy in the terms and conditions of the invoice that they signed. Which is also clearly outlined in the contract that they signed and listed on our website.
We also have a clause in our contracts which states the following "the client may be charged additional fees or the project may be terminated if it decides to make changes to the agreed upon project scope and objectives or fails to provide requested materials or company content within ********************** execution of this agreement."Customer response
07/24/2024
Complaint: 21545250
I am rejecting this response because:We are asking for a refund for no other reason than because he did not provide any of the services we paid him for. He disappeared for 9 months after paying him and trying effortlessly to reach him and did not provide any of the work for which we paid.
It is illegal to take money and provide nothing in return. That's called a scam.
Sincerely,
**** and *************************Business response
07/25/2024
We setup and ran your ****** Ads for you immediately. We put the research and testing time into those ads until the time you removed our access in March. We spoke on the phone and by email multiple times in November and December (the period of time that you paid for and we reserved to work with you). You then did not request any assistance from us until mid February and we made updates you requested to your ads and analytics accounts. We did not hear from you again until a month later in March, when we told you that we could not assist any longer. At that point you removed our ads access and we have had no contact from you until last Friday when you left a review on our ****** page. We were unaware of this BBB case until we received a phone call from the BBB this week.
There was NOT 9 months of time without communication and that we have been unresponsive but we clearly were not. Every email sent from you to me personally was responded to during the time you are claiming we were doing nothing and unresponsive. You are using lies to demand a refund.
I am attaching a screenshot that shows when we setup and added you to your ****** ads account in November when the agreement was created and or email communication with me personally in Feb. There were other emails sent from our project management system, and other employees plus phone calls.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.