ComplaintsforMood Media

• Initial Complaint

  10/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We signed up for Muzak on 8/28/2015 with sales representative ***************. We agreed to ***** per month. Our company and ***** signed a document to receive paper invoices and to delete the $5 fee for invoices, which *************** agreed to and signed. My business partner called to cancel the ******* in 2016. They claim they told us about a cancellation fee and that he declined. He says he was on hold forever and that he cancelled the *******. We switched *******s and thought nothing about it. It just came up that the account had been charging over $70 per month for YEARS. We have not used the *******, which can be seen on our IP and have been paying the same company at all of our locations for their pandora ******* as well. While it is the same company, they are not willing to refund any of the money, even though it is blatant theft. We have not received paper invoices, and the charges have slid under the radar since they have just been stealing it from the account each month. We are working on switching to *******, which offers many more songs and much better customer *******. I recommend going to *******, as it is a far superior ******* and they will not lie and cheat to steal your hard earned money. We are moving all of our locations to ******* as soon as the devices come in and will never do business with mood media or its affiliates again. Please understand they are out to get you, and not be a partner in your business. The fine print says it all!

  

  Business response

  10/17/2023

  I apologize for your experience a manager from **************** will be reaching out to you today.

   

  *************************

  VP Customer Support

• Initial Complaint

  07/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Mood Media keeps contacting me using an automated system claiming I owe them money. I have never had an account or signed a contract with them. Back in May-June 2020, the Playnetwork systems we had went 100% silent and services stopped. All phone calls for assistance went unanswered (I can only assume pandemic related) I disconnected all players after 6 weeks with no services playing and no response from Play Network. I had no information on how to reach out other than telephone or I would have. Fast forward to October 2022 and I start getting contacted by Mood Media claiming I owe a massive balance because I never cancelled my Play Network account and they bought Play Network. Despite phone calls and emails (finally got those because now they at least answer phones) they have yet to resolve this matter and are now contacting me again saying I owe. I have several unanswered emails where they have not responded. When I call and ask for a supervisor, their employees just keep circling me back to the automated answering device to make a new selection! I am not paying for services I never received because the employees of this company do not know how to communicate and/or respond and because all options to close my account disappeared during the pandemic!

  

  Business response

  07/13/2023

  *********************, I apologize for this error. I have worked with the manager of the **************** ********************** and the Manager of Collections to ensure this account has been fully closed, any open invoice closed and all collection efforts stopped. 

  Please contact me directly if you have any further issues or questions.

  *************************

  VP ************* ********************

  **************************************************** 

   

   

   

• Initial Complaint

  06/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  July 2021: my wife called Mood Media (MM) canceling our acct #******, due to failed 20 year old equipment and poor service quality. MM never canceled our service! We heard nothing by US mail or email, until 7/26/22 when we received a notice that our account was a year overdue. My wife immediately called and was issued ticket #******-003504. For 3 weeks she was unable to gain resolution. On 8/15/22 she responded to an email from MMs ********************* clearly that our account was canceled. No further notice from MM until 2/28/23 when we got a call from Ree now claiming we owed $706.73. On 3/6/23, I called MM and spoke to ***** in customer service. She stated she had reversed all the late fees, and issued ticket #******-003687 requesting reversal of the remaining charges. On 3/7/23, MM sent an email showing a credit and reducing our account balance to $576.72, accurately reflecting ****** action. On 3/13/23, MM sent a statement with credit totaling $293.12, correct amount to reverse the 2nd years billing. On 3/28/23, MM sent a statement with credit totaling $279.44, correct amount to reverse 1st years billing and showing zero balance due. On 15 May I received a notice of collection from Altus receivables management for $706.73 for the MM debt, plus fees. I provided Altus all the docs per the above. They respond that MM claims the March credit memos were because the account had been sent for collection, despite the 2 month gap between their issue and Altus demand, and despite the fact that collection was never mentioned in those communications. ***** says this is a commercial collection; but its a personal account. MM has refused to honor either ticket, ****** actions, nor to contact *****. My desired resolution: MM to inform Altus immediately the receivable is invalid, admit we have zero balance, and to take all actions necessary to restore damage to my personal credit rating and that of any LLC of which I am a member. Extensive documentation attached, more avail.

  

  Business response

  06/09/2023

  Our Director of Billing and Collections has reached out to *************** to review and close this matter. All invoices have been closed, account closed and *************** considered this issue resolved by the end of the conversation. 

• Initial Complaint

  04/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am being harrassed by ****************** of Mood Media who is demanding I pay an invoice I have already paid. I have provided PROOF of payment both from my credit card company as well as from one of their own customer service representatives and they continue to email me requesting payment. Mood Media is far and away the most grossly mis-managed company I have ever had the misfortune to do business with and I want resolution to this problem once and for all and to have a promise from this company I will never hear from them again. I am submitting the proof of payment here as well. I appreciate your help with this matter.

  

  Business response

  04/25/2023

  Dear *******************

  I have worked with our AR/Credit team and confirmed all collections efforts will stop, your account has been cancelled and any open invoice showing in our system have been closed. I apologize for your experience, if you have any further question please do not hesitate to reach out directly to me. 

   

  *************************

  **************************************************** 

  VP Customer Care 

   

  Customer response

  04/26/2023

  Complaint: 19974158
  
  I am rejecting this response because: The Mood representative states that all open invoices have been closed and they have not. This is typical of Mood Media, they are entirely mismanaged. I will not closed this complaint until Mood has properly marked all invoices as paid in full as they have been since March 27th, 2023.
  
  Regards,
  
  *************************

  

  Business response

  05/04/2023

  We believe this issue to be resolved, If you require any further assistance please reach out to me directly so I can assist. 

   

  ***********************;

  ****************************************************

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was informed by my on-site guard that the music has been repeating the same few songs.I called tech support with my account number and the address of the property.Tech support was not even able to find where they had services with us with the provided information.They told me the satellite dish was out of alignment and would send a tech out but that it would be $120/ hour to have someone service the dish. It seems like a very basic service to provide maintenance for your own equipment but I agreed because I value the sanity of those that work at our plaza. I asked for terms of the contract that Mood operates and was directed to a *******************. **** has not responded to any of my emails nor has any Mood media offered any other solution. Tech support said the satellite issue would be resolved within 72 hours of 3/1 and it has been 2 weeks. The first tech called my guard for access from ****, my plaza is in *******. Today after another hour on the phone because no one followed up with me, *** said dispatch should have someone out tomorrow, hopefully in the correct time zone at least this time. I still want to see what terms Mood media operates under, the property manager that worked here before me said she had spent YEARS trying to get mood media to send terms in black and white.

  

  Business response

  03/15/2023

  *************

  We reached out today but you were unavailable. We will reach back out tomorrow morning at 9am local time to follow up. 
  We have confirmed that a Tech will be on site tomorrow and the correct location. 
  
  We have reached out to your Account Manager and requested they follow up with you to discuss your agreement. We will follow up internally to ensure you get the information you are requesting. 

   

  *************************

• Initial Complaint

  01/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have no account with this company, & the phone calls for payment are ongoing, almost everyday; sometimes 2x/day who the **** are they?!

  

  Business response

  02/01/2023

  Ms *****,

  The business associated with this phone number has a past due balance. We have attempted to reach you several times and left messages. We look forward to connecting with you to clear up any misunderstanding. Please contact us at ***** ******** so we can resolve this issue. 

  Customer response

  02/06/2023

  Complaint: 18841040
  
  I am rejecting this response because:
  The number that you have repeatedly called is not associated with *********** ****** ***. any longer.  The business was sold in November of 2020, & I have been informed by the current owner that you were indeed notified of the correct contact & the correct phone #.  Further I have tried to contact ***** ********* at *** *** **** 2x and was directed to voice mail both times where I left messages which included the above information.  
  Regards,
  
  ******* *****

  

  Business response

  02/07/2023

  Please accept our apologies, regrettably the change of ownership was not processed in our system.  You can be assured that we have updated our records to remove your contact information.

  Customer response

  02/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18841040, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******* *****

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In June our store (******) called for service. Mood media said we had a balance that we needed to pay before they would come and service our drive thru. I called Mood media and they said we owed $1089.20. I asked what that balance was for they said it was for music services. I paid it. I learned afterwards that we did not have music services at this location. I called back Mood media and spoke to a rep who said that they would find my rep and get back to me. Several phone calls and emails have followed. I spoke with another rep, ***** *****, who said that there was a mistake it was for maintenance. I explained that we did not have maintenance with them. She returned my call and said that is correct it was a misunderstanding that we would get the refund. ******** ******** is supposed to be our rep but never replied to the emails. I emailed ***** ******** again because we have been dealing with this issue since June, she thought we had been refunded. WE HAVE NOT! This is 4 months of trying to get the refund that they agreed they owe, and we aren't getting it. Please help! *************************, *******************************  ****** ****** acct # ******  T ************** x* xEXT**** ******** ******** Acct Rep

  

  Business response

  11/01/2022

  Ms ***** we have reviewed your case and have submitted a refund. You should see that post within 3-5 business days. We apologize for the confusion around completing this transaction. 

  Customer response

  11/22/2022

  Complaint: 18342551
  
  I am rejecting this response because:

  Mood media still has not paid

  

  Business response

  11/23/2022

  Our system shows the refund was processed on 11/2/22, we have reached out to the customer to validate the refund. They will get back to us next week once they confirm with their accountant. We will follow up again on Tuesday 11/29/22.

  Customer response

  11/29/2022

  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. The accountant has verified that we have been paid. Thank you very much!
  
  Regards,
  
  ******** *****

• Initial Complaint

  09/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 7, 2022, we entered into a maintenance contract for video cameras at a commercial property in Virginia. On or about September 7, 2022, we initiated a maintenance call to repair/replace some cameras at the property. We needed a technician to come out to investigate the problems and make recommendations for the repair or replacement of the cameras. On September 9, an email was generated by our Mood Media representative for a service call on our account (#******). No one contacted me regarding this workorder. On September 12, a survey email was sent. I responded that no one had been out to look at the system, no one had contacted me to even schedule the work to begin. On September 13, I received an email from ****** ********, Client Satisfaction Supervisor. In this email, she indicated we were not under a contract for CCTV and no technician would be sent out. I replied within an hour that we do in fact have a contract and shared this with her. I received a follow up email from **** ********, Team Lead which stated, "As of the start of September we are no longer able to uphold the current service agreement for CCTV repairs and as a result we will be closing the following account." Mood Media is in breach of their contract. Licensing is renewed periodically and they should be well aware of any deadlines for continuing education for licensing in those states. Per the contract, we were to be notified of any cancellation 90 days prior to the expiration of the term. Not only were we not notified in June of the pending cancellation, we weren't notified until almost two weeks after the cancellation and after the September invoice was received and paid. Per the contract, the remedy for interruption of service is the refund of all fees and charges pad to Mood during the term of the contract. We are seeking refund of $1,466.55. Total paid to Mood Media under this contract from January through September.

  

  Business response

  09/27/2022

  Hi *****,

   

  Thank you for taking the time to discuss this matter with me over the phone earlier today.

  As we discussed, we will move forward and provide full refund for the entire period of the agreement this will mean that we will refund the amount that you paid during the period February 2022 - September 2022.

  I am truly sorry for all the inconvenience that we have caused you and I hope that we can still do business together in the future.
  
  If there is anything else that I can help you with please let me know.
  

• Initial Complaint

  06/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We were contacted by ****** **** by **** mail that our account was past due. I contacted ****** **** right away by phone and then by email. I explained to him that we stopped using the Muzak service after we upgraded to **** ******* for Business on February 21, 2022. He found the order for **** ******* for Business and emailed us that he disputed all invoices after February 21 and he created INC ************* to cancel the old contract. Email thread can be found below. We promptly sent payment for the unpaid Muzak services through February 21, 2022. Weeks later we receive an email from ****** ****** ********************** stating that the account is still open and there's a balance due. I explained to him that I had taken care of everything with ****** ****. Now both ****** **** and ****** ****** are saying we owe more money, that the account is still open and the amount due will continue increase and that it will be sent to collections. ****** **** ******************** Mon, Jun 6, 2022 at 5:32 PM Good day Sir, According to the thread below, you moved to ******* starting with Feb 2022. That being said, I have disputed all invoices from Feb 2022 until today and I created INC ************* to cancel the old contract. My colleagues will engage you via email in the following days regarding that matter. As well, please find attached the invoices that are open until January 2022. Let me know if you have any questions. Thank you ! ****** **** ******************** Monday, June 6, 2022, 9:06 AM Hello, The balance from June 2021 until January 2022 included is $ 600.12. If you paid with a check,we will need the check number,amount and the date when it was cleared. If you want to make a payment online,please access ********************* using your account number. If you want to pay over the phone, feel free to call us at *** *** ****. Thank you !

  

  Business response

  07/01/2022

  ****** - ***** ******** **********
  
  **** ******** **************************
  Attachments
  8:39 PM (0 minutes ago)
  to ****
  
  Hello ****,

  Thank you for speaking with me earlier, I've enjoyed our conversation, and again I want to apologise for the interactions that you had with our representatives. As discussed, we will be closing the following accounts:

  ****** * ***** ******** ********** * **** * ***** *** ********** ** *****
  
  The account will be closed effectively immediately, the last invoice you will be responsible for will be the January 2022 one, which you already have paid. 
  
  At this moment the balance on the account is $0.00 I've attached an account statement for your reference. 
  
  The equipment on site is owned and you may dispose of it how you see fit.
  
  Let me know if you have any additional questions, don't hesitate to reach back out.
  
  Thank you,
  
  --
  **** ********
  Team Lead - SMB Retention

• Initial Complaint

  05/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I’ve received service from them for years. Till I’ve tried canceling for the past year , contacted them through numerous phone calls have the employees names. He confirm cancellation, two people by the name of, ******* *****, and ****** ****** . They still are charging me I’m continuing to receive bills in. This company is a scam and I need help resolving this my business name is *********** ****.

  

  Business response

  05/26/2022

  Good afternoon,

  Thank you for letting us know about this issue. The account was supposed to be canceled back in January after the past due balances were paid. There was an error when the payments were applied on the open invoices, but that was fixed.

  The request was not sent back to the department that was supposed to close the account. The account has been closed and the last invoice the client is responsible for in January 2022. All the invoices for months following January 2022 have been fully credited.

  Incident number *************.

  Customer response

  05/27/2022

  Complaint: 17256942
  
  I am rejecting this response because:
  
  Regards,
  
  ***** ****** Per my conversation with mr ***** , The last month which was January and all the invoices were put together I paid a total of the $731.79 and had a specific conversation that once that was paid it was all done and you people would not bother me anymore this is harassment. I paid the invoice info. And continue to get charged and phone calls. I have an email as well showing the conversation. I can refer it over. Please advise me thank you for everything I feel like I have been harassed by these people. Frankie ****** this is not right this service was canceled over and over. They continue this it’s a scam.

  

  Business response

  06/08/2022

  Hello Mr. ******,

  The account has been closed and all the past-due balance was credited. As mentioned previously in my response, there was a payment application issue in the past and this has been resolved.

  The account was current before it was closed out, therefore, there is no reason for anyone else to contact you again about this issue. Please let me know if there is anything else I can assist you with. 

   

  Customer response

  06/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17256942, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** ******

*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. ↩