Complaints

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  Partner Plus Media

  Norfolk, NE 68701

  
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  Partner Plus Media

  PO Box 76 Norfolk, NE 68702-0076

  

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:07/26/2024

  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.

  Partner Plus committed false advertisement when convincing me to purchase an ad they were doing for a client. They explained to me that they would assist me in developing a partnership relationship with the business we were taking an ad out with. They explained that a partnership relationship would help us gain more business and that they would help facilitate this relationship. Once the ad was printed I reached out to the business we took the ad out with and no one responded after multiple attempts. I reached out to Partner Plus so they could help facilitate this and they said that they wouldn't do anything to help and that it was up to the discretion of the other business. This is not what was advertised and I have yet to see one new client from this ad.

  

  Business Response

  Date: 07/29/2024

  Partner Plus Media is an international publishing company with offices world-wide, and as part of our extensive client portfolio, we work closely with hundreds of 'Not For profit’ Hospice throughout North America, providing them with high quality sponsor funded Patient & Family Information Handbooks.
  
  The Hospice distribute these books to new admissions, their family members, and find the books to be an invaluable tool when distributed at fundraising and charity events within their local communities. The books are provided to the Hospice free of cost as they are financed by the inclusion of advertisements from local businesses with a vested interest in the community, and benefit from advertising their goods and services to a targeted audience at a time of prime need.
  
  The client agreed to advertise their Accountancy business within the Patient & Family Information Handbooks and purchased a half-page advertisement to feature within the printed books and eGuide (online version of the books that Hospice use as part of their digital marketing and fundraising) for a period of 24-months.
  
  The books, featuring the clients' advertisement, were published and delivered to the Hospice on March 18, 2024, and the client was advised via email that the books had been delivered and was invited to contact the Hospice direct to arrange a mutually convenient time to meet with them in person to introduce himself and collect a copy of the book. From our perspective, as long as the Hospice continues to distribute the books for the 24-month period, our contractual obligations to the client have been fulfilled.
  
  For context, most ‘Not For Profit’ Hospice rely heavily on donations and fundraising activities and as such, are open to collaborating with the clients in fundraising activities and events within the local community. Naturally, any such collaborations are between the client and the Hospice, which is why we advise them to visit the Hospice in person to collect a copy of the book as this provides and ideal opportunity for clients to introduce themselves and discuss any potential networking / fundraising opportunities.
  
  The client contacted us via email during May and explained that he had reached out to the Hospice for the purpose of arranging a meeting, however they had not responded. A member of our Client Success Team agreed to contact the Hospice on the clients behalf, which they did, and we received an email from the client on May 20, stating, ‘They have made contact with me today so I think we should get things moving. Thank you!'
  
  It is important to note that any potential collaboration is purely at the discretion of the Hospice, and while they are open to meeting with clients, Partner Plus Media has no control over these meetings, nor can we ensure that client calls and emails to the Hospice will be returned by the Hospice. The Hospice primary concern is to provide end of life care and compassion to their patients, and clients that feature within the books should not expect to receive 24/7 access to the Hospice, simply because they took out an advisement in the book.
  
  To address the clients’ concerns:
  
  The client states, 'Partner Plus committed false advertisement when convincing me to purchase an ad they were doing for a client'. - Our project manager fully explained the advertising opportunity in detail to the client, who made an informed business decision to participate in the project.
  
  The client states, ‘They explained to me that they would assist me in developing a partnership relationship with business we were taking an ad out with’. - Partner Plus Media agree to assist the clients in making initial contact with the Hospice with a view to fostering potential business relationships. This was done during May and the client emailed us to confirm the Hospice had made contact with the client.
  
  The client states, ‘They explained that a partnership relationship would help us gain more business and that they would help facilitate this relationship’. – Our project manager explained to the client that our publications are distributed by the Hospice to their patients and their families, therefore businesses that feature within the publication are afforded an opportunity to advertise their goods and services to a targeted audience at time of prime need.
  
  The client states, ‘Once the ad was printed I reached out to the business we took the ad out with and no one responded after multiple attempts. I reached out to Partner Plus so they could help facilitate this and they said they wouldn’t do anything to help and that it was up to the discretion of the other business'. – After making us aware of the issues the client was experiencing in May, we reached out to the Hospice on behalf of the client and the Hospice did contact the client shortly after. This information was confirmed to us by the client in his email dated May 20, 2024.
  
  The client states, ‘This is not what was advertised and I have yet to see one new client from this ad’. – While we sympathize with the client, we must not forget that, as with all forms of advertising, success cannot be guaranteed, however that said, the client is only 3 months into a 24-month advertising contract, therefore it is perhaps a little premature to deem the project a failure when the advertisement still has 21 months to run.
  
  To summarize, the client entered into a contract with Partner Plus to produce a half-page advertisement for his accountancy business, which would then feature within the Patient & Family Information Handbooks for the Hospice for 24-months. The books were published and successfully delivered to the Hospice on March 18, 2024 and the clients’ advertisement will remain within the publication until March 18, 2026. We successfully assisted the client in contacting the Hospice in accordance with the clients request, however any potential relations is strictly between the Hospice and the client and does not form any basis to the contract. The Hospice have requested further supplies of the books, proving they are distributing them as agreed and we feel it is too early to assess the success, or failure of the advertising, which in any event is speculative in nature and success can not be guaranteed.
  
  In view of this we do not feel that the client is entitled to a refund as we have provided the advertising services and the client will continue to receive the advertising services until May 2026. I also feel this complaint is unfounded and unjust toward our company.
  
  I have attached a copy of the email exchange between the client and our Client Success Team that took place during May 2024, which corroborates our version of events, after which, no further correspondence has been received from the client.
  
  Please feel free to reach out to me if further information is required.

  Customer Answer

  Date: 07/29/2024

   
  Complaint: ********  
  I am rejecting this response because: The correspondence that was mentioned in May did happen and initially I thought that the hospice would begin working with us, but after the initial contact the hospice stopped responding and the correspondence didn't go beyond initial greetings.  Also, Partner Plus did not reach out or help me get in contact with the Hospice.  That was done on my own as I actually went into the the hospice's office and talked with someone.  

  Partner Plus did not do what they said they would in regards to fostering this business relationship, and their salesman did in fact state that they would facilitate in making sure a partnership was developed between my business and the hospice.

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