ComplaintsforTownsquare Interactive

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am expressing my dissatisfaction with Townsquare interactive. I have lost so much money and potential business because of this company. I was promised so many things that they have yet to deliver I get nothing but excuses and they give me the runaround when I want to know whats going on with the advertising, when the commercials will air and a timeframe of when itll be aired. They seem to have no issue calling me nonstop for more money. It's been months and the only thing i received was an outdated website that sent the design for. The website isnt under the domain name that i purchased through a 3rd party and is not easily accessible. I was promised one week of radio advertising and still they have not aired these commercials. They have been relentless in their attempts to get more money for services theyve never delivered. They continued charging me and Id like to know for what? I feel I was misled they made promises that were not fulfilled. I had a plan in place for my business and was working on growing this summer during our busy season. When I received a call from Townsquare in June I thought great this was meant to be and exactly what I needed, but I was so wrong. Theyve caused me nothing but misery and money. Setting my business back to a worse place than it started. Ive been charged $900 and nothing to show for it I do feel like this is a scam. How can a company conduct business like this in good conscience, they are still trying to charge me without providing the services promised. I was caught off guard when they called and their offer was exactly what I needed (or so I thought). This was the worst investment *** ever made, and a waste of valuable time and money. Only to end up in a worse position than I started. I have paid $300 and they are now saying I still owe them $600 totaling $900 this is absolutely outrageous.

  Business response

  09/19/2024

  Hi ******, 

  We appreciate you providing us with this feedback. After reviewing your account, I see we have multiple representatives working diligently to resolve this issue. We are sorry to hear you have not been satisfied with the services you have received thus far, and we are working to resolve this issue. 

  Customer response

  09/24/2024

   
  I am rejecting this response because:
  Since I filled the initial complaint I have been contacted by another business (Amandas Amazing cleaning) stating that they are seeking legal advice due to the fact that my website has over a dozen of their reviews posted to my website as if they were my own. The reviews clearly state that the customers are talking about Amandas Amazing cleaning and mentioned them by name in all of these reviews yet Townsquare has them all listed and advertised on my website and have refused to respond to me about the matter and the business is very unhappy about this. Additionally they still havent aired the commercial ad after all of this time its been months. Im beyond frustrated Im starting to lose my patience and now with the threats of this company suing me over Townsquares clear incompetence regarding posting another businesses information on my website is simply unacceptable 

  Business response

  09/25/2024

  We have reached out to our team to remove reviews that are not related to your business. As mentioned previously, we have multiple representatives working on resolving the previous issues. We will ensure any reviews are removed as quickly as possible. 

  Customer response

  09/28/2024

   
  I am rejecting this response because:
  Its been months and the radio advertising still hasnt been aired the reviews are still on the website and I have lost revenue due to the time it has taken and still dont have what was promised for the money paid. I would like a refund at this point I still need a website built now 3 months later than I needed it to be available.

  Business response

  10/02/2024

  Hello ******, 

  According to one of our representatives who you spoke with 12 days ago, he removed any reviews mentioning a different company, that were located on your reviews page. The representative also mentioned in this email that there are reviews showing on your homepage that are coming from Yelp - which we are not able to remove as we have no control over your Yelp profile. 

  As far as services you did not receive (radio advertisements), I have reached out to that department in regards to a refund. 

• Initial Complaint

  07/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have hired this company to do my marketing for my small business. I am a Legal Document Assistant in **********. I am not happy with the services provided, but that is not the main issue. The main issue is this company violated California Law by presenting me as being an attorney. They presented and advertised my business in ways that violate California Code CHAPTER 5.6. Paralegals [6450 - 6456]. I alerted them to this error and to the law and they still advertised my business this way. I have tried to cancel with them and they have made it very difficult to reach them to do so. I am not asking for a return on previous months paid I am asking for a return of the $529 dollars that they charged me on 7/26/2024 which is after the first time I reached out to cancel with them.

  Business response

  07/31/2024

  Hi ******, 

  We are sorry to hear this feedback and will be addressing these complaints with our team. After reviewing your account, we do not see a cancel request prior to your last billing cycle. Per your sales agreement, we require 24-hour notice prior to your bill date in order to stop any charges. If you have any documentation of when you originally requested to cancel (email, call log with dates etc.) we can send this to our finance department and process a refund. Feel free to give me a call or text to my direct line ************ if you have further questions. 

  Customer response

  07/31/2024

   
  I am rejecting this response because: I do not have a phone record of the call. I did send follow up emails to ************. I am wondering if you are going to address at all the times that California law was broken in the advertising you did for me, which is also part of the issue. I repeatedly let ******************** know that certain words such as lawyer, representation, ect. could not be used in advertising. I also sent the law code to both of them.Those words  continue to be used, which in essence makes your advertising not only useless but also dangerous. I could loose my license and be fined for every instance of use. I think this company knows what the honorable thing to do would be. 
  
  

  Business response

  08/09/2024

  Hello, 

  We are sorry to hear this feedback - and our team has initiated a refund for your account.

  Customer response

  08/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. I did want to add that if you please see the attached you will file that even now your company is still posting that I am an attorney. This is very disappointing. Just from customer feedback please try to have your team understand the business they are marketing before doing something that could jeopardize a small business. 
  
  Thank you. 
  

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They stole my domain name they stole my ****** business account I gave them sensitive information they reached out to my contacts , started companies sold them to competitors, reached out to my contacts, paid them , I ranked #1 in new england, they used my online presents to sell work to competitors started business, there is so many people involved would of had my domain name on ****** business co? **** on ten years the made a lot of $ made them selfs owners of ****** business they were supposed too be managers, used s*** bags like them to hack my phone

  Business response

  03/18/2024

  Hello, 

  We are sorry to hear if you have had a negative experience. We believe there may be some confusion and miscommunication. Townsquare does not steal domains, or any other business related belongings. We will not sell any business information to competitors. If you would like to discuss your campaign, we would be more than happy to set up a phone call.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I cancelled service with them in April, they continued to charge until September. I brought it to their attention and sent the email confirmation that it was put in for cancellation. Ive been told numerous times I would receive a refund, but no one ever follows through or even calls me back. Ive spoken with 4-5 different people who say they will refund due to me cancelling the account, but it needs to go to upper management and then it dies there.

  Business response

  03/08/2024

  Hi *****, 

  From our records, you spoke with a representative yesterday (3/7/2024) regarding your refund. During this conversation they let you know the refund was processed and should hit your account in a few days. Please let us know if the refund does not show up in the next few days, and we can assist you further.

  Customer response

  03/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. The refund was returned.
  
  Thank you. 
  

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is an email i send to ********************* of Townsquare Interactive. I send him at least 8 emails and not once did he reply.I had 2 campaigns, ********** and *******. The ** add had ******* info, Phone number and florida cities i serviced, The ******* add had ** info, Phone number and ** cities i serviced, The attached photos show a search in ******* and the ** ad appears and nobody called for service for 6 months..***,I have been using your firm going on 5 months. I dont get any calls from either one. The ******* moldxperts.com has my ** phone number and says I service **. Who in ******* is gonna call a ** company to service *******? No one. Your firm has failed to fix it. Im listed as an Asbestos contractor, Sanitation contractor and Water damage restoration company.I AM AN MOLD ASSESSOR. I do water damage inspections, Mold assessments and VOC chemical analysis. I have asked ***** to call me for the las 2-3 weeks. No call yet. There are other issues. Can you help me?I HAVE 2 BUSINESS PROFILES BUT THEY BOTH SAY ****************** search Mold testing ***** has ********** PHONE NUMBER SAYS I SERVICE ** Moldxperts says Im in the sanitation business.Mold assessment ***** doesnt say I do mold testing.Mold assessments ******************************************** servicing ********** VOC testing ***** says I do asbestos testing.VOC testing ***** moldxpertsnj pops up.When moldxperts.com is searched it gets forwarded to Moldxpertsnj.com.I am not getting any calls.Are you able to help me?I have been in communication with ***** since August 17, 2023.I asked to add Ocean City to ** account.. They added it to *******.I spoke to ******* today and asked for campaign ops number. I called it was the wrong number.I have been asking your firm to do its job for months to no avail.

  Business response

  03/06/2024

  Hello *******,We are sorry if there has been any confusion or miscommunication regarding your campaign. A representative has reached out and discussed this matter with you. We will continue to work towards a resolution to this problem.

  Customer response

  03/06/2024

   
  I am rejecting this response because it's way to late to be sorry. When I lost 6 months of business due to them they weren't sorry then. When I emailed the *** ********************* over 20 times he never answered any of my emails. He wasn't sorry then. 
  
  

  Business response

  03/08/2024

  Hello, 

  As mentioned in the reply to your ****** review, one of our representatives reached out to discuss possible solutions. We have multiple resources here to help find a resolution besides ***, and would love the opportunity to do so.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  this latest issue has occurred in the past couple weeks 1 - the company promised us a dedicated technician to handle our account 2 - promised us 24/7 help/access to said technician 3 - our websites that they handle (our service agreement) shows "unsafe site due to expired SSL certificate" and "not secure"4 - weeks ago we asked them to rectify the issue: a. because it shouldn't show that; b. we were going to an event to promote our business where we would be sending thousands of people to our website 5 - weeks later, the issue is still unresolved AND upon them attempting to rectify, they took out the "shop now" button on one of our sites. so now we are losing money!6- we want the issues resolved ASAP, not being done.7- want 24/7 access as promised. now, we no longer have a dedicated technician or 24/7 help. when I call the help line, phone message states it's after hours.

  Business response

  02/06/2024

  Hello ***,

  After reviewing both of your accounts, it looks like both websites have SSL and are updated - meaning it does NOT show "Not secure". Our business operates M-F 8am-5pm, we are not open on the weekends. We are more than happy to help with any issues that *** come up during business hours. Please let us know if the error / not secure message is showing on your end, as this *** be an issue with your internet provider. 

  Customer response

  02/07/2024

   
  I am rejecting this response because:
  1 - when they rectified one issue (in an untimely manner), they created a second issue which cost us revenue. They did not accept that they created the 2nd issue, therefore, they never rectified it. We had to have another company fix it, which cost us money.

  2 - when we became their customer, we were promised a designated technician. now we no longer have one.

  3 - when we became their customer, we were promised 24/7 access to said designated technician. now they have certain business hours.

   

  Business response

  02/15/2024

  Hi ***, 

  As mentioned, your account showing "not secure" was not an issue that was created on our end - and was resolved as soon as possible. Our company is not 24/7 and we are unable to provide you assistance when our business is closed. We apologize for this inconvenience, however, we operate Monday-Friday and are closed on the weekends. We are more than happy to discuss getting you set up with a ************ of contact so you have 1 technician to speak with to make it easier to continue working with Townsquare. 

• Initial Complaint

  01/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We contacted our campaign manager, ************************* on 12/07/23 for an appointment. Appointment was set up on 12/13/23 at 1pm and we spoke about canceling our campaign that we pay $1,000 for each month. ****** promised us that we would NOT be charged in the month of January for canceling. We were charged in January regardless of his broken promises that were made. We have been trying to get in contact with ****** for OVER A MONTH as he disappeared and ignored us. I went through hoops trying to get in contact with him. Finally, on 1/17/24 I called for the last time and spoke to a lady named **** and she had to cc me on an email with ****** in order for him to call me. I finally received a call from ****** on 1/17/24 and explained how frustrated we are with how he has handled this situation with us as we have been a customer for YEARS. I mentioned to ****** that due to his excuses, lies and misinformation that he promised us, that we should be granted a refund. He flatly refuses to give a refund regardless of his mistakes. I also asked him why he ghosted us for over a month and all he can provide to me is excuses.I had also asked ****** to speak to his supervisor/manager, and once again, he refused. I ended up having to reach out to *************** and explained what has happened. I spoke to *** on the phone, and mentioned to him what we have been going through for the past month and a half. *** asked me what we wanted in order to leave on good terms and I told him that we should be given a refund. *** also mentioned that we arent *********** a full refund which I find to be crazy due to all the lies we have been told on behalf of ******. The communication from Townsquare is nonexistent especially when it comes to bringing up issues that you have with them. Townsquare has not tried to rectify a solution with us. At this point, we want the FULL AMOUNT of $1,000.00 to be refunded as our concerns have been neglected for a long time now.

  Business response

  02/01/2024

  We appreciate you reaching out and providing feedback on your situation, and are sorry to hear you did not enjoy your experience. We would be more than happy to look into your account and history of communication to come to a proper solution. You can also reach out to ********************************************* to discuss a refund with them.

  Customer response

  02/05/2024

   
  I am rejecting this response because: *** still refuses a refund. ****** is the one who provided us with misinformation on his part which accountability should be taken. We were advised by ****** that a payment WOULD NOT be withdrawn in the month of January. Their response was that we were not overcharged, but ****** insisted on us not being charged when we canceled. If we were given the proper information from ****** who ran our campaign, we wouldn't be in this mess. 
  
  

  Business response

  02/06/2024

  We appreciate your feedback and the attachment of email correspondence. We tried to give you a call earlier today to discuss this matter on the phone and determine a possible solution. We will be sending this information over to *** to see how this would have happened.  

  Customer response

  02/07/2024

  
  I am rejecting this response because: As I mentioned above, we should be compensated due to what ****** failed to do. ****** had done nothing to improve our campaign we did have.  Ever since **** decided to give a "free" month as you claim, (which by the way isn't truly free when you still charged us) our business suffered due to it. Our business suffered due to this as clearly it looks like no advertising was done. That would explain WHY we were slow and not getting calls like we did when we had someone else as our campaign manager.  I even mentioned to ****** that things were SLOW before we even canceled. Having to constantly speak to *** over and over about the same thing is getting us nowhere as he sees that ****** and him did nothing wrong. Only thing he can say is that they did their part on the Ignite side. Seems to me that all Townsquare cares about is money.
  

  How can you tell me that you all did everything you were hired to do? We hired you to advertise for our business, not to make our business suffer. That is on ****** and reflects Townsquare as a whole. There is only one solution to rectify this situation which is a refund for the amount of $1,000.00 which was taken out of our account in January 2024. 

  Once a refund is provided, I will mark this complaint as resolved. 

  
  
  

  
  

  Business response

  02/15/2024

  Hi!

  The refund for your account has been completed. Please let me know if there is anything else I can do for you.

  Customer response

  02/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

  Please have ********** contact me in regards to the email that I sent her earlier. 
  
  Thank you!

  
  

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We've been trying to get them to transfer ownership of our ****** My Business page for months and they say they're unable to. We need ownership so that we can sync our reviews and accounts to use the ****** leads service. According to them, it's a problem on ******'s end, yet I just transferred ownership of a different ****** My Business page to another marketer and it was instantaneous. This is hurting our business and feels extremely shady. We aren't even planning on cancelling with them because we have a good rate for website management, but this is ridiculous.

  Business response

  12/21/2023

  Hello ****, 

  We are so sorry to hear this has been your experience. We have a tech team that specializes in issues like this and would be more than happy to walk you through this process. Please reach out to Townsquare and request you speak with the Tech team, they can assist you moving forward!

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My company signed up with Townsquare to build a new website. We were not receiving any benefit from their services so I cancelled them. Upon cancellation, they continued to hold my website hostage. I have transferred my domain back to the original website company I used prior but my website is still not live. It has continued to show the Townsquare Interactive logo on my website site. I am losing revenue because my website remains inaccessible.

  Business response

  11/16/2023

  Hello Victoria, 

  We are sorry to hear the transition has not been easy so far. Townsquare has zero desire to withhold your website or domain from you. We have a team that specializes in all tech related issues that would be more than happy to resolve this matter and assist you moving forward. If the domain lives in an account owned by you, you will just need to re-point the domain at your previous website. If the domain is in our account, we just need to transfer it back to you. As mentioned, ************* that specializes in these issues would be pleased to resolve the situations. Please give us a call and request to speak with a member from the tech department, and they will help you from there!

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unsubscribe is missing from your main screen.

  Business response

  11/08/2023

  Hi there, 

  There is not an "unsubscribe" button, you will need to call our business and speak with a representative if you're looking to cancel services. 

*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. ↩