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:07/15/2024

  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.

  This business has claimed to bring my husband new customers to his mechanic shop by advertising his shop on ************************ and other large social media outlets. We have yet to receive a new customer from these services. The issue is that they have been taking money out of our personal account after we amended our contracted for the money to be withdrawn for monthly payments out of our business account. The contract was "renegotiated" June 14, 2024 with the first corrected payment to be taken June 18. This however did not happen, and the money came out of our personal account. The monthly amount is $199.99. After speaking to our contact at ****, *******, he said "he would push the issue through." Nothing happened to fix the problem, and now Apex is withdrawing payments twice a month as of 7/13 and 7/15 from both the business account and the personal account. The $199.99 was taken from the personal account twice, and charges of $199.99, $19.99, $19.99, and $219.98 have been taken from the business account.

  Customer Answer

  Date: 08/02/2024

  After my husband discussed more with the Apex customer service, the representative listened to our grievances and helped explain the misunderstanding. Steps were taken to ensure double charges would be rectified for future situations and that the biggest issue was the lack of prior knowledge of extra charges to the account. At this time, we are satisfied with their assistance, and my husband wishes to continue using their services. 

• Initial Complaint

  Date:07/11/2024

  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.

  This company is a scam, They promised to advertise me on 5 voice search platforms like ****************** and 3 more. This s a lie. I am not on any of those platforms. Also they try to sell you *** optimization for $299 monthly. When I declined this offer their sales agent became upset and did not easily accept "NO" for an answer. Since declining his offer I believe he did something to the *** I had in place. I business has declined since, and they did not put my business on any of these voice search platforms. I tried to reach out to their customer service but it only a series of voice recording that direct you to email them, which they never reply to. This company is a complete scam!

  Business Response

  Date: 07/31/2024

  Dear BBB,
  
  We are writing in response to the complaint filed by ***********************, who is requesting a double refund for the services provided. Upon receiving the initial chargeback request from the client through their bank, we promptly issued a full refund despite having rendered the agreed-upon services. We acted swiftly to resolve the matter and ensure the client was reimbursed.
  
  Given that the client has already received a complete refund through the chargeback process, we are unable to issue an additional refund. We believe this resolution is fair and consistent with standard business practices. We appreciate your understanding and assistance in this matter.
  
  We would love the opportunity to speak to the client and discuss their experience. 
  

  
  Warmly, 
  
  Anisa 
  Customer service manager 
  ************

• Initial Complaint

  Date:07/09/2024

  Type:Order 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.

  This company verbally promised me it would get my url up high in ****** Search for my category an d this would help people searching for the type of work I do; resulting in more people contacting m.. It included getting backlinks, which never showed up on an outside site that counts backlinks. They had me sign a contract but didn't give me a copy untol I asked repeatedly. Nobody from the company signed te contract. The contract had a cacellationi clause requiring an email to be sent to an addtess, but they really required people to talk to one of their managers instead, who did not call me back the first rwo times I left messages. They agreed ib writing on a reduced fee of $199/month, but in fact charged whatever they pleased. I want a full refnnd of $927.94 by 7/31/2024and no further contact with me. This company should not be allowed to be in business!

  Business Response

  Date: 07/31/2024

  Dear BBB,
  
  We would like to address the recent complaint filed by *********. After reviewing the situation and speaking directly with the client, we decided that the best course of action was to refund every transaction she made with us. We are pleased to confirm that all refunds have been processed successfully.
  
  Prior to the communication on the BBB platform, we had not received any direct communication from the client. Had we been aware of her concerns earlier, we would have promptly addressed and resolved the issue to her satisfaction. We regret that the client had an unhappy experience with our services and apologize for any inconvenience caused.
  
  We have been informed that the client has also emailed the BBB, requesting that this complaint be closed, as we have amicably reached a resolution. Attached are receipts of the refund transactions for verification of resolution.
  
  Thank you for your assistance in this matter.
  
  Warmly, 
  
  Anisa 
  Customer Service Manager 
  ************

  Customer Answer

  Date: 08/12/2024

   
  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,
  
  *************************************

• Initial Complaint

  Date:06/25/2024

  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 tried canceling because we didn't get any results. My contract said I could cancel anytime and they wouldn't cancel. They threatened creditor if I cancelled my card. They didn't even hold up their bargain. Was supposed to get monthly updates by meetings and they started not calling.

  Business Response

  Date: 07/09/2024

  Dear Client and BBB,
  We have successfully contacted this client to address their concerns. We sincerely apologize for the frustration and inconvenience experienced.
  
  After a thorough review of the situation, we have taken the following steps to resolve the issue:
  We provided the client with all the requested funds, ensuring a full refund for the services in question. We clarified the cancellation process and confirmed the cancellation of their contract as per their request. We addressed the missed monthly updates and meetings, reaffirming our commitment to transparency and communication.
  
  We appreciate the client's feedback and will use this as an opportunity to improve our services and processes. We regret that their experience did not meet our usual standards and are committed to preventing such issues in the future.
  
  Additionally, attached is a screenshot of the client's recent communication with the BBB regarding this matter. We would like to see this request carried out as we have amicably been able to work this out with the client. 
  
  Thank you for bringing this matter to our attention and allowing us the opportunity to make things right.
  
  
  Warmly, 
  
  Apex Media Solutions 
  Customer Service Manager 
  ************
  

• Initial Complaint

  Date:06/10/2024

  Type:Customer Service 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.

  was promised certain services under the guise of social media needs I came to realize that I might be getting deceived so I ask to be canceled the representative said they would contact me they didn't do I emailed them my request they didn't cancel and charged me again I have tried getting someone to cancel and refund my last payment and they are rudely telling me I have to wait for a supervisor to call me back in ***** hrs I feel they are not a good company and are deceiving hard working small businesses and their owners out of valuable resources under the guise of providing a service that I still not sure they even provided.I am trying to help other owners to be cautious with this company

  Business Response

  Date: 06/26/2024

  Dear Better Business Bureau and Client, 
  
  We are writing in response to the complaint filed by the client regarding their experience with our company. We appreciate the opportunity to address this matter and provide a comprehensive overview of the situation.
  Upon receiving the initial complaint from client, we promptly engaged in direct communication with them to better understand their concerns and work towards a resolution. Through constructive dialogue and a thorough review of their feedback, we identified areas where our service fell short of their expectations.
  
  During our discussions, we were able to reach a mutually agreeable resolution with the client. This resolution was documented and confirmed by both parties, as evidenced by the attached documents which outline the terms of the refund and cancellation request made by the client.
  
  We sincerely apologize for any dissatisfaction experienced by the client during their interaction with our company. It is always our intention to provide exemplary service and ensure our clients' expectations are met or exceeded. We deeply regret any inconvenience or frustration caused.
  
  Moving forward, we are committed to using this feedback as an opportunity to improve our processes and better serve our valued clients. Customer satisfaction is paramount to us, and we appreciate the BBB's role in facilitating communication and resolution. The client verbally agreed to forego the complaint as the request was fulfilled.
  
  Please do not hesitate to contact us if you require any further information or clarification regarding this matter. We appreciate your attention to this issue and thank you for your assistance in resolving it.

  Customer Answer

  Date: 06/27/2024

   
  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,
  
  ***************************

• Initial Complaint

  Date:06/07/2024

  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.

  After placing an order for "Voice Search Activation" I called back within 30 minutes to cancel the purchase. Apex Media Solutions had no time to start the process. My request was denied. In the following days, I contacted my trusted website developer to discuss voice search. I should have called him first. Here is reality number one. There isn't a direct "submission" process for voice like for traditional search engines. Apex Media Solution dishonestly took my money for a service that doesn't exist and won't even return my bank managers calls in this dispute. They were extremely eager to take my money, but don't have the courtesy to refund a sale that they know was a scam.

  Business Response

  Date: 06/24/2024

  Dear BBB and Client, 
  
  We are writing to formally address the claim made regarding the services provided by our company. After a thorough investigation, we have found that the statement made by the client is completely false. During a recent phone conversation, the client admitted that their web developer made the false claim in an attempt to obtain a refund for the services rendered.
  
  Despite not agreeing to issue a refund initially, as the services were rendered and evidenced by the attached documents, we want to clarify that the claim about the service not being real is untrue.
  
  In our commitment to customer satisfaction, we reached out to the client and offered to refund the payment. However, the client chose to dispute the charge with their credit card company. As a result, we were unable to process the refund directly. We attempted to explain this situation to both the client and the web developer acting on their behalf, but they did not seem to understand the procedural limitations imposed by the credit card dispute.
  
  We would like to reiterate that had the client not already disputed the charge, we would have gladly refunded the amount in question. If the client chooses to drop the dispute we are happy to refund the client and reach a resolution. 
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  ************** 
  Customer Service Manager 
  ************

• Initial Complaint

  Date:05/30/2024

  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.

  This company, with whom *** never done business with nor have had any communication with, somehow illegally obtained my credit card number and attempted to authorize a charge for $219.98, which was immediately flagged by my bank.

  Business Response

  Date: 06/14/2024

  Dear BBB and Client, 
  
  
  We are writing to inform you that we have successfully resolved the issue regarding the recent complaint filed with the Better Business Bureau (BBB). After a thorough review and investigation, it has been determined that you were indeed a victim of identity theft, and Apex Media Solutions is not at fault for the previously stated complaint.
  
  Attached to this email, you will find copies of our communications where you informed the BBB of the incident and clarified that our company is not responsible for the issues raised in the initial complaint. We appreciate the client's prompt action in contacting the BBB to rectify this matter. 
  
  We instantly provided the client with a refund after closing our investigation and speaking with the client. If there are any further steps required on our part or if you have any questions, please do not hesitate to reach out.
  
  Thank you for your understanding and cooperation in resolving this matter. We value your business and look forward to continuing our positive relationship.
  
  Warmly, 
  
  ***** K 
  Customer Service Manager 
  ************
  

  Business Response

  Date: 06/14/2024

  The individual that left the complaint has already emailed the BBB, and does not wish to pursue this complain any further. It was not filed appropriately or in a manner in which was appropriate. Please does as the customer wishes and delete this dispute. Thank you. Please see attached documentation

• Initial Complaint

  Date:05/24/2024

  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.

  Apex Media Solutions called me promising the world. I paid ****** to later find out this was fraud. They did not do what they said they would. I continue calling them and they continue to hang up on me. They took my money with no service being provided.

  Business Response

  Date: 07/02/2024

  Dear BBB and Client, 
  
  We are sorry to hear about your experience and apologize for any frustration caused. We take your concerns seriously and want to address them promptly.
  
  Please be assured that we did provide the services as promised. We have made several attempts to reach out to you to understand the source of any confusion and to ensure your complete satisfaction. Regrettably, our efforts to contact you have been unsuccessful.
  
  We remain committed to resolving this matter to your satisfaction. Kindly contact us directly at ************ at your earliest convenience so that we can address your concerns comprehensively. We look forward to the opportunity to make things right.
  
  Warmly, 
  
  ************** 
  Customer Service Manager 
  ************
  
  

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21758164
  
  I am rejecting this response because:

  Thank you for your response. I continue receiving phone calls with a bargain that entails; if I take this complaint off, they will refund me the money they stole from a hard working, just starting company. I refuse to accept that *******, that is not correcting this situation. They are preying on small companies that need advertisement. I also continue receiving phone calls to get another "DEAL" and continue to stealing from us.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/17/2024

  Dear BBB and ****,
  
  I hope this message finds you well.
  
  We have received your communication regarding your decision not to accept our offer of full compensation in relation to the recent BBB complaint you filed. We sincerely apologize for any inconvenience or frustration our attempts to contact you may have caused during this process.
  
  Please rest assured that our intention in reaching out to you was solely to adhere to the BBB's request for compensation as outlined in your original complaint. Our aim has always been to address your concerns promptly and amicably.
  To facilitate a clearer understanding of the matter, we will be attaching a screenshot of your initial BBB complaint for reference. We recognize that there may have been misunderstandings or communication gaps that unfortunately were not resolved through our previous attempts to contact you or offer a refund.
  
  Our commitment to achieving a satisfactory resolution remains steadfast. We value your feedback and would greatly appreciate the opportunity to speak with you directly to discuss how we can best rectify the situation to your satisfaction. Please let us know a convenient time for you to engage in a discussion, or alternatively, feel free to reach out to us at your earliest convenience.
  
  Thank you for your attention to this matter. We look forward to resolving this issue with you promptly. Our original offer for full compensation as request does still stand and we are happy to carry it out. 
  
  Warmly, 
  
  Apex Media Solutions 
  ************

• Initial Complaint

  Date:05/23/2024

  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.

  On the date of 5/14/24 I contacted Apex Media Solutions to inquire about getting my small business bumped up in several different search engines to help boost my exposure. I talked with an Apex Media Solutions representative and was told that if I made an initial flat rate payment of $180 that they would use their software to bump me to the top of both regular ****** Searches as well as ****** Voice Searches. I was informed that if I wanted to continue being bumped to the top of ****** searches for the months following my initial payment, that I would need to sign up for a recurring monthly service fee. I told the representative that I would see how the initial bump benefited my business and that if it was a net positive I would consider signing up for the monthly service. The representative then set an appointment for me to talk to one of Apex Media Solutions ****** Business Analysts so that we could discuss how to maximize my search engine traffic (if I decided to continue with the monthly service). At the conclusion of my appointment with the Analyst I was told that I would NOT receive any of their Search Engine Bumps yet and that my initial payment was actually a payment to speak to the Analyst. This is absolutely and unequivocally NOT what I was told my initial payment would be for. The analyst then told me that if I wanted to get any search boosts at all I would have to sign up for the $320 recurring monthly charge ON TOP of my initial payment. I was blatantly lied to about what I was paying for and I received ZERO services from this company. I need my initial payment of $179.99 back due to the fact that I received absolutely nothing in the form of goods or services. I have uploaded pictures of both the invoice sent to me after my payment (which clearly states Voice Search) as well as screenshot of the charge on my online banking app.

  Business Response

  Date: 06/06/2024

  Dear BBB and *****,
  Thank you for bringing your concerns to our attention. We take all feedback seriously and strive to ensure our clients receive the best possible service.
  
  We regret that you feel you did not receive the services you signed up for. However, we have thoroughly reviewed our records and can confirm that the services were indeed provided as agreed. It appears there may have been a misunderstanding regarding the need to log into your client portal and connect the necessary systems to fully utilize the services.
  
  Attached to this response, you will find a detailed record of the work we completed on your behalf. We hope this will clarify any confusion and demonstrate our commitment to fulfilling our obligations.
  We apologize for any inconvenience or misunderstanding you may have experienced. Your satisfaction is our top priority, and we are more than willing to work with you to explain the work that has been completed and ensure you fully understand the services provided.
  
  Please feel free to contact us at your earliest convenience so we can address any remaining concerns and work towards a satisfactory resolution.
  Thank you for your understanding and cooperation.
  
  Sincerely,
  ************
  Fulfillment Manager
  Apex Media Solutions 
  ************

• Initial Complaint

  Date:05/16/2024

  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 was contacted by a rep from Apex on January 29, 2024. I asked her to send me additional information on their services so that I could review and discuss with my husband for my business. The rep was aggressive and stated that they could not do that unless I held it with a credit card. I asked several times if I would be charged if I canceled the consultation meeting and she said no. I emailed and canceled the consultation meeting, and I started being billed.When I realized that my credit card was being billed, I sent an email because I could not get through to anyone on the phone. My email was on March 22nd. My request eventually was escalated to someone named ***** whom I spoke with on April 29th from phone number ************. He said the normal practice is that once the credit card is given, that it is a commitment. I said this is not what the rep told me, otherwise, I never would have given it to her. He said he would review the call and get back to me by the end of the day. He did not, but left a message the next day, stating he was still reviewing the call. I have not heard anything else from him. I tried to call the number above with no response and sent another email 5/13. I got a response stating they would forward it to *****, and I still have not heard back.

  Business Response

  Date: 05/29/2024

  Dear Better Business Bureau,
  
  We hope this message finds you well.  First and foremost, we would like to extend our sincerest apologies for any inconvenience this client has encountered.
  
  At Apex Media Solutions, we strive to provide exceptional service to all our clients, and it is clear that we fell short in this instance. We regret that our communication was not timely and understand the frustration this has caused. Please be assured that this is not typical of our company, and we are taking steps to ensure that such issues do not arise in the future.
  
  We have reviewed the case thoroughly and, in an effort to rectify the situation, have decided to issue a full refund for the services in question. The total amount will be credited back to the client's original method of payment. You can expect to see this refund processed and reflected in your account within the next 5-7 business days.
  
  Client satisfaction is of the utmost importance to us, and we are committed to making this right. Should you have any further questions or concerns, or if there is anything else we can assist you with, please do not hesitate to reach out to our customer care line at **************. Our team is always available to help and ensure that your experience with Apex Media Solutions is a positive one. We have reached out to the client and informed them of this decision as well.
  
  Once again, we apologize for any inconvenience and appreciate both parties understanding. We hope to have the opportunity to serve this client better in the future. 
  

  Thank you for bringing this matter to our attention.
  
  Sincerely,
  ***************************
  Customer Service Director
  Apex Media Solutions
  **************
  ********************************************
  Apexmediasol.com