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:01/27/2026

  Type:Delivery 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.

  Townsquare Media was completely unprofessional. After I paid $700 per month, communication dropped off almost immediately. I could barely get in contact with anyone once they had my money.They promised strong marketing support and real business growth, but all I received was a generic, template-based website that looked ai generated and had little to no thought put into it. There was no strategy, no customization, and no measurable plan.After months of paying, I received zero leads, not a single one. No return, no accountability, and no meaningful reporting to explain the lack of results.The sales pitch was strong, but delivery was extremely poor. I would not recommend Townsquare Media to any business owner.

  Business Response

  Date: 02/03/2026

  We take all client concerns seriously and regret that REMOVEDis dissatisfied. However, several statements in this complaint do not reflect the documented timeline of services and communication.
  
  Mojo Mobile Automotive enrolled on November 25, 2025 at $449 per month. During the enrollment call, services were reviewed, including website development, SEO, directory optimization, Local Targeting Ads, CRM access, and REMOVEDBusiness Profile support. The agreement was signed electronically and payment was processed the same day.
  
  Timeline of services:
  
  12/0212/10: Campaign creation and onboarding outreach.
  12/11: Client requested removal of a location-specific poster and submitted a new logo. Edits were completed.
  12/15: Website launched; preview and CRM login details provided.
  12/16: SEO optimization completed (Search Console connection, schema setup, title/meta optimization, internal linking, directory syncing).
  12/17: Local Targeting Ads launched.
  12/29: Client called expressing frustration and cancellation was discussed; he was connected live with support and offered assistance.
  1/9: Additional outreach from our team.
  1/24: Cancellation processed.
  
  The campaign was active approximately five weeks. SEO and local advertising require multiple months to build measurable traction; one month is not sufficient to assess long-term return.
  
  Our records show multiple inbound and outbound calls across Sales, Finance, and Customer Success. Support was not limited to one individual, and the client was provided our mainline number and live support options.
  
  During the active period, the client received a live website, requested edits, SEO implementation, directory syncing, ad launch, CRM access, and domain registration (first year waived).
  
  At cancellation, the account carried an outstanding balance. While we do not agree with the characterization of our company, we remain willing to provide reporting, transfer assets per agreement, and discuss concerns directly.

• Initial Complaint

  Date:12/28/2025

  Type:Customer Service 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.

  Were spending 5.5k/mo with Townsquare for website and ads and after 6 independent audits all conclusions were the same. Website was terrible, ads were not being ran correctly and we were getting next to nothing in return. When this was brought up they canceled meetings and they canceled the and terminated services. If a comment is made by them challenging this information I will happily upload the photos of the interactions

  Business Response

  Date: 01/05/2026

  Townsquare Interactive (REMOVED) launched REMOVEDwebsite and REMOVEDpaid advertising campaign on 6/27/2025. For the first six months, the account operated as expected. REMOVEDheld monthly reporting calls, responded to requests, assisted with reporting dashboards, and collaborated with the client on off-season marketing strategies. Website and SEO work completed and published included multiple service pages (basement refinishing, roof repair, roof replacement, roof installation, siding installation, and siding repair), a blog/resource hub, and an FAQ page. All pages were delivered with SEO-optimized content, including meta titles, meta descriptions, alt tags, and proper formatting. The client also received directory listing management services, including monthly listing scans, enhanced content updates, photo additions, social linking, and feature message updates. On 12/15/2025, a third-party consultant joined a meeting after conducting a free audit. Following this meeting, the client disputed services despite deliverables remaining live and accessible. REMOVEDimplemented reasonable follow-up updates after the call. Subsequent communication occurred primarily via email and text, which is attached. The client has failed to make required payments since August 2025 and currently owes $22,500 total: $2,500 for five months of REMOVEDservices and $20,000 for four months of REMOVEDservices. A billing screenshot and payment outreach records are attached. Due to continued non-payment, the paid advertising campaign was paused and a termination notice was issued with a 30-day REMOVEDperiod to remit $17,000. All services were delivered as contractually obligated. 

• Initial Complaint

  Date:12/19/2025

  Type:Customer Service 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.

  DO NOT USE THIS COMPANY TO PROMOTE YOUR BUSINESS ONLINE THIS WAS THE WORST BUSINESS DECISION OF MY CAREER- TRUSTING TOWNSQUARE TO PROVIDE ADVERTIMENT FOR MY BUSINESS ON REMOVEDTOWN SQUARE CHARGES YOU MONTHLY WHILE AVOIDING AND LIEING ABOUT PROMOTING YOUR BUSINESS ONLINE THROUGH REMOVEDTownsquare offers nothing but deception delays and even denials from REMOVEDby creating multiple profiles which in turn takes them longer to get an approval from REMOVEDso that Town square can keep charging you before you figure out that your businesses name is still nowhere to be found on the REMOVEDsite.and when you want to cancel their service of deception Townsquare will charge you extra money to take the site down CONSUMERS BEWARE THIS IS A REMOVED

  Business Response

  Date: 01/05/2026

  REMOVEDenrolled on 9/29/2025 and launched on 10/7/2025. During onboarding, our team conducted a detailed call reviewing the full scope of services, SEO timelines, and expectations. As explained to the client, search engine optimization is a process that builds over several months, with visibility typically increasing between months three and six. The client acknowledged and agreed to this timeline during onboarding. At the time of onboarding, the client already had a REMOVEDBusiness Profile that was visible, verified, and positively reviewed. Townsquare did not create multiple REMOVEDprofiles. In late October, REMOVEDindependently suspended the listing due to frequent changes to business name, address, or phone number (NAP). REMOVEDsuspensions are issued solely at REMOVEDdiscretion and are outside of Townsquares control.
  Despite this, our team worked actively with the client for months to resolve the suspension, including requesting documentation, submitting appeals, and providing ongoing updates. In parallel, Townsquare completed contracted deliverables such as website creation, geo-targeted service pages, blog content, service area updates, REMOVEDreview tools, and direct phone and email support. The client requested cancellation on 12/17/2025, stating they were no longer interested in marketing efforts that require time to generate results. The cancellation was processed effective 12/28/2025. There are no fees to cancel services, and Townsquare does not charge clients extra money to remove a website. We regret the clients dissatisfaction but maintain that services were delivered as contracted, expectations were clearly communicated, and good-faith efforts were made throughout the engagement.

• Initial Complaint

  Date:12/03/2025

  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.

  They promised something that didnt happen and took my money $300 something or 400 something for the 1st payment the second one was 300 something I wanted to cancel after the 1st month and because it was 2 days after they didnt refund I saw their complaints and seems Im not the only small business they did this too I should get a refund from the 1st payment ohh I cancelled and because he didnt put it in on time they took a 3 rd payment out ( they refunded that one ) but still unacceptable

  Business Response

  Date: 12/04/2025

  We completely understand your frustration, especially with a missed cancel request. We are glad that the team rectified this by providing you with that refund. However, the reason we are unable to provide further refunds for the initial cancel request - is due to the fact that if the cancel request came after your bill date. It is part of our service agreement that require at least 24-hour notice prior to your next bill date to ensure you do not get billed. 

• Initial Complaint

  Date:09/22/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract with Townsquare Interactive and right after I signed the contract everything changed and they're not able to deliver anything that they promised. They had a employee lie to me about everything to get my to sign the contract. After doing research on this company they have scammed so so many local businesses I should have done more research before getting involved with them. Here is the link to the 300+ negative reviews there is not 1 good review their. REMOVEDThey promised me that I would have 100% access to the website I am having them build then It turns out I dont get the 100% access. Also they were going to build the website to look a certain way then i get a call telling me everything is changing after signing the contract. Absolute scam business I also contacted my bank and reported this issue to them as well There are so many local people and businesses they have scammed this should be on the news, their business is located inside of FUN107 radio station REMOVED

  Business Response

  Date: 09/24/2025

  Hi REMOVED, 

  We are so sorry to hear you did not have a good experience. After reviewing your account, it looks like there was some miscommunication & misunderstanding. Our team cannot build your site within your REMOVEDaccount, however - we can keep the domain in your account so you have full ownership. As far as full access to the website, it is important for our team to ensure nothing on your site is changed or altered that could impact SEO. We would be more than happy to discuss what changes you would like to make on your own and go from there. 

  Customer Answer

  Date: 09/24/2025

   
  I am rejecting this response because: You sent REMOVEDover to lie to me about everything and make a bunch of promises you guys can't keep just to get me to sign the contract. You guys need to be shut down. Im getting 100% refund as you guys didnt provide me with anything other then a bunch of lies. You guys are involved in Contract Fraud and Fraudulent misrepresentation. Also you guys have over 300 reviews all 1 star you guys are  a scam company and know nothing about webite building or SEO. 

  REMOVED

  Here is the link to all your bad reviews you should be embarrassed, get a real job 

  
  

  Business Response

  Date: 09/29/2025

  Hello, 

  We are sorry to hear this feedback and apologize if we fell short of your expectations. Townsquare works with over REMOVEDsmall business - all of which we have successfully built and managed their online marketing campaigns. We understand your frustrations and we hear you. However, we do not see this situation in the same light. We would be more than happy to get you on the phone with management to discuss this matter further. 

  Customer Answer

  Date: 09/29/2025

   
  I am rejecting this response because: You have breached the contract with 

  Fraudulent inducement

  Misrepresentation

  Bait-and-switch

  I don't work with fraudulent and scam companies. Here is the link to your 300 negative reviews.

  REMOVED

  You should be embarrassed to work here.... get a real job

  You dont no anything about SEO or website building you guys are just a complete fraud. You guys havnt provided me with any service or anything just lies. Take this company down and all the losers that work there 

  
  

  Business Response

  Date: 10/01/2025

  Hi REMOVED, 

  As mentioned previously, the services you were sold on were not fraudulent. Your original requests were wanting your website to be linked to your shopify account - which is something we explained we could do for you. You requested to have access to make edits to your website, we explained you would have access to make changes via the Townsquare app. Again, we apologize if there was any miscommunicated during your onboarding process. However, you were not sold a package and then provided something different. Everything sold and discussed are things we still can offer you, and stand by. We are sorry you feel as though things were not explained correctly.

• Initial Complaint

  Date:08/27/2025

  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.

  They charged me another month ($428) after I canceled the account and i was not under a contract.

  Business Response

  Date: 08/29/2025

  Hi REMOVED, 

  We are sorry to hear you have experience issues with our team. Do you have a date in which you requested to cancel or any further details you can provide?

• Initial Complaint

  Date:07/25/2025

  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.

  Town square had my REMOVEDbusiness page shut down. Totally destroying my ranking and costing the business $1000's

  Business Response

  Date: 07/28/2025

  Hello, 

  We are sorry to hear your REMOVEDprofile was suspended, however, we are not the reason this happened. REMOVEDfollows very strict guidelines when making changes to a REMOVEDprofile. However, we are able to assist in getting this profile back up and running if that is what you're looking for!

  Customer Answer

  Date: 07/28/2025

   
  I am rejecting this response because: REMOVEDfor their mistake is not acceptable. They refuse to accept any accountability. They tried to destroy my business, even after getting the REMOVEDpage back up. They should be put out of business!
  
  

  Business Response

  Date: 07/28/2025

  Hi REMOVED, 

  We truly understand your frustration and are pleased your profile is back up and running. It is never a pleasant discovery to find our your profile is suspended, which is why Townsquare does everything in their power to ensure this does not happen - and if it does, to get the situation resolved as soon as possible. If there was something that our team did to lead to that issue, we would absolutely take ownership of our shortcomings and address it with you, however, this was not an issue we caused personally. 

  Again, we fully understand your frustration - and if there is anything we can do moving forward to help keep your profile up, we would love to assist.

  Customer Answer

  Date: 07/28/2025

   
  I am rejecting this response because: once again refusing to be held accountable for THEIR mistakes. They changed the address, which alerted REMOVED. It is THEIR fault,not Goggles. We should receive a full refund for the REMOVEDwork they did. 
  
  

  Business Response

  Date: 07/29/2025

  Hello REMOVED, 

  Again, we are sorry for the stress this matter has put on your business. In order for your company to properly abide by REMOVEDguidelines, the address needs to be correct - which is why we did our part in changing this. We did nothing wrong in changing the address, but again, REMOVEDcan be very strict and suspensions are common. As you stated, the profile is back up and running and everything is working correctly. We are so sorry this situation occurred, and we also understand your need to seek someone to take accountability. We followed every process we were supposed to take.  

• Initial Complaint

  Date:07/21/2025

  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.

  Stay far away from townsquare interactive they got my REMOVEDmy business profile suspended and have not did anything to get it back 3 years of hard work and fifteen 5 star reviews lost because of them. when I called to tell them I am canceling them. The representative asked why and I told him that they got my REMOVEDpage suspended, and he had the audacity to say is that the only reason why you are canceling

  Business Response

  Date: 07/22/2025

  We are so sorry to hear this feedback. We completely understand how frustrating it may be to have your profile get suspended, which unfortunately can happen for many different reasons. REMOVEDhas very strict guidelines, and profiles can be suspended from the tiniest issue. However, we are able to assist in getting it back up and running. We would love to help you appeal the suspension and make sure your profile is back up and running as soon as possible!

• Initial Complaint

  Date:07/13/2025

  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.

  On July 3rd, 2025, at 4:22 PM Eastern Time, I sent a text message to Townsquare Interactive via their designated customer service number to request cancellation of my subscription. They responded immediately with an acknowledgment and offered future support.Despite canceling before the next billing cycle, I was contacted on July 7th and told I would still be responsible for the July 4th invoice because my message came in after business hours.On July 12th, 2025, my bank account was charged $299 for the next months subscription. This charge was applied after my cancellation was acknowledged and before any service for that billing cycle was REMOVEDterms were provided stating cancellations had to be made during business hours to be valid. This is an unfair billing practice.I am requesting a full refund of the $299 and written confirmation that my cancellation was effective as of July 3rd.

  Business Response

  Date: 07/15/2025

  Thank you for providing us with this information, and screenshots of the text conversation in which you requested to cancel. I will do my part to track down the representative who you were speaking with, and find a resolution to this issue. 

• Initial Complaint

  Date:05/02/2025

  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.

  When you do get someone on the phone you're lucky if you don't have a screaming infant in the background or someone that just doesn't care....Multiple times I've requested an explanation of the data they claim to track but when you look at the dashboard they send you it's just flat out bogus. If they build you a website they want full control of your site, data and hosting. It was a fight to keep my domain hosted on my end and man I'm glad I at least got that. Now, upon trying to cancel for the last 2 months, they try all kinds of sales tactics to get you to stay onboard including lowering the price. I have blocked them from charging my card and have been trying to cancel but they said service will cancel at the end of the billing period, yea I'm sure it will so that I owe another payment.. I've requested a supervisor reach out on multiple occasions and get nothing back. I have expressed that the $500 outstanding balance is not the issue, it is the simple fact that I don't believe I was getting what I was paying for so, as a business owner, if a customer says that to me I'm going to want to understand why and if they are really that unhappy I will give them their money back (which has been 1 time in the last 10 years)!!! Instead, you will get threated with collections and the generic and classic line, "It's in the agreement you signed" this company is predatory and should not be allowed to take advantage of people like they do.

  Business Response

  Date: 05/07/2025

  We are so sorry to hear this feedback. It looks like your account was downgraded from $350 to $150 to continue hosting your website instead of cancelling fully. It also looks like we had multiple representatives review your monthly reporting with you and provide a breakdown of what the reporting shows. We understand your frustration, but we are unable to provide a refund as work was still being provided for you. Since your campaign is still new, our SEO continued to do optimizations on your content to help increase your rankings online. We would be more than happy to discuss this further.

  Customer Answer

  Date: 05/08/2025

   
  I am rejecting this response because:
  Explaining the services and actually providing evidence of progress are very different.  My website was sabotaged with an unverified certificate by your tech team once I expressed my displeasure.  Just keep this up.  You treat your customers like garbage.

  Also, since i doubt your pulled the sales REMOVEDI specifically asked if I have you all build my site so I get the files if I part ways and was assured that I do..  pull the call.

  Business Response

  Date: 05/08/2025

  Hi REMOVED,

  Each month you receive a report that tracks the progress of your website and SEO rankings. This report is what our team tried to explain to you, where you can directly see the views that come in, the leads (that are sent directly to your email, not ours) and your SEO rankings that are current and what they previously were. As far as the sales call and saying you would get all files of your website if you were to part ways, that is true. We keep all of your SEO optimized content and images that are on your website. The domain is also yours. Our team would send you these files and you can use that on any other website platform you choose, because you own all the contents of your website. However, you do not get the entire site / the structure of the site. These web sites are created on our very own custom platform, and cannot be transferred. 

  Customer Answer

  Date: 05/12/2025

   
  I am rejecting this response because:
  

  Once again, that "report" is absolutely garbage and fabricated.  I didn't receive a SINGLE email lead as well.  You have also just contradicted yourself.  As I stated, I asked for specific files on the sales call so that I would be able to redeploy my website.  So since now we have confirmed your salesperson lied to me, you have no proof that website traffic isn't your backchannel efforts via AWS, Azure and other data processors with bots etc.  Why not just do the right thing and close my account and forget the $500 so that I dont feel motivated to file a class action.  Releasing all of the poor businesses that are imprisioned by you.

  
  

  Business Response

  Date: 05/14/2025

  Hello, 

  I think there may be some confusion. The reporting comes directly from the website and the data it shows online - there is no way to fabricate this. All of the data shown on these reports can be fact checked, for example, if you look at the keyword analytics page you will see what key terms are ranking and what number - this can easily be fact checked by searching that key term. As mentioned in my previous responses, a refund can't be given because you did not actually pay the last 2 payments. Our company built the website, which takes time, also SEO optimized your content and continued to do optimizations in order to get your key words ranking. This is all work that takes time hence why we charge a monthly payment. The files we have can be sent over, just give our office a call and they will send it right over and you can use this on your own site. If you have further questions, please give us a call as it may be easier to discuss on the phone.