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Complaint Details
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Initial Complaint
08/12/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Our firm used Adwerx for a number of years starting in 2019, including through the pandemic. They did agreed to modify the contract to help keep us on the service during the pandemic. In May of 2022 we requested that all advertising services be terminated. This was due to the privacy changes with *****, ******, and ******** and the advertising services were longer effective. We were notified at that time that we were stuck in the contract through ******* because we were required to cancel with 60 days notice. We immediately gave notice for termination so that the contract would in end *******. We notified Adwerx staff again in ******* that we were requesting termination of the contract at the end of the term. In 4-1-23, we discovered that the services were not terminated. We contacted them on 04-10-23, and asked why they had not terminated the advertising. The representative stated, "We can definitely turn off the portal for you and terminate you partnership..." So basically, they admitted that they had not terminated the advertising. On 4/12 & 4/25 we again contacted Adwerx and stated that we wanted the advertising terminated and that payment would be withheld until ads were terminated. In May, June, July, and August we contacted Adwerx staff requesting that they stop running the Automated Ads. In late August 2023 it appeared that all of the advertising had ended. As we had committed, we paid for the advertising services that had been billed through the end of our contract in March 2023. We heard nothing further from until now. This may have been an issue with our representative who did not notify the correct department to terminate our automatic advertising services. However, we should not be penalized for an internal controls issue. If Adwerx pulls our reps ******* they will see all of the communications. Any ******************* considering Adwerx needs to know about the automatic contract extensions and the difficulty in terminating advertising.
Business response
10/01/2024
Hello ****,
Thank you for reaching out to us. We genuinely appreciate your feedback and are committed to ensuring our customers have a positive experience with our services.
We can confirm that all invoices related to your contract signed in January 2019 have been fully paid. Our *************** Agreement (***), which you accepted upon signing your contracts, clearly outlines the terms regarding cancellation and renewal. This includes a 30-day cancellation notice requirement and automatic renewal in the absence of a cancellation notice, which you successfully fulfilled in May 2022, requesting the end of services in March 2023.
As for your request for a refund of the fees paid in 2023, we must inform you that our policy does not allow for refunds on services that have been rendered. When you enter into a contract that involves advertising, we commit to our advertising partners based on the terms agreed upon in the contract.We appreciate your understanding and hope you consider our digital advertising services in the future.
Initial Complaint
05/01/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Over the course of the last year, I have unsubscribed from Adverx emails. The company continues to send me emails regardless of the amount of times I have unsubscribed. In doing so, the company willing operates in violation of federal SPAM laws. I responded to them today to have them remove me from their list as their "unsubscribe" is purely for show. Their response was to then send me additional emails. My email tracks who opens it and I have electronic records of them receiving the email and opening it, to then only send me additional emails. Whether this was to be comical on their end or if federal laws are unimportant to them is unclear. The company willing violates law and does so happily.Business response
05/15/2024
We apologize for any inconvenience this may have caused. Upon checking, we found that this individual did not unsubscribe from email communications until they reached out to Adwerx support. The support team then promptly completed the unsubscribe request.
We tested our self-serve email unsubscribe function in the 3rd party platform we utilize for email and found that it is working properly. The submission form does require a confirmation click by the user, and it is possible that this individual missed that step in the unsubscribe process.Customer response
05/16/2024
Complaint: 21647353
I am rejecting this response because:I've dealt with several companies that have performed the same action. I did infant unsubscribe and on April 17th sent a message directly to the company. My email tracks that they opened it, so I know they received it. I'd like to also mention I never signed up to receive your emails.
I'll unsubscribe, then send an email directly to the company, and finally it reaches this point.
I'm not sure if your employee found it funny or it was just the lack of professionalism that I've experienced working with this company, but sending the two emails directly after being told to stop really drives the point I am making here.
Sincerely,
*****************************Customer response
05/30/2024
Complaint: 21647353
I am rejecting this response because:The company continues to send me emails even after filing a BBB complaint and a complaint for their violation of SPAM laws. The company has already responded to the original BBB complaint, but as of 7:46am, the company has sent another email. They have no intentions to stop and continue to violate federal law.
Sincerely,
*****************************Initial Complaint
04/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On 2-21-24, without warning or notice, I was charged $323.12 for an auto-renewal. There was no notification that the annual renewal would occur and Adwerx will only refund the funds back to my Adwerx account and not back to my credit card that was charged. I would like a full refund in the amount of $323.12. Had I been properly notified, I would have discontinued this service prior to the renewal charge. Thank you,Business response
05/08/2024
Our standard policy is that we offer account credit for our products and services if you cancel after your campaign renews. This is our policy because we make a commitment to our advertising partners for the length of your campaign. Our Terms & Conditions are readily available before purchase and several written notices are sent before campaign renewal so you have an opportunity to cancel your campaign ahead of the renewal date.
We have disabled the renewal for your current Adwerx products when your subscription expires later in 2024.Customer response
05/10/2024
Complaint: 21618111
I am rejecting this response because:I did not receive any communication that stated a renewal charge would occur and did not approve this charge or agree with this decision. I have utilized Adwerx several times and spent thousands of dollars over the past couple of years with my real estate team. The fact you are not going to refund this amount is causing me to never want to market with Adwerx again.
Please reconsider because you are at risk of losing a valuable customer.
*********************************Initial Complaint
12/08/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I cancelled my account with Adwerx via email on 9/26/22. Despite acknowledgement via email from Adwerx of the cancellation request, they have continued to charge my credit card for Oct, Nov and Dec. I've disputed each charge with my bank who is investigating. I cannot reach anyone at Adwerx via email, phone or text. I was forced to cancel my credit card and get another one issued.Business response
12/08/2022
Hi *** & team,
Unfortunately the system did in fact process a charge for December even though payments were stopped. We received an email from Jan's team this morning and we removed all credit card information as well as processed a full refund for the 12/5 charge in Chargent. We also replied back on this this via email.
Thank you!
Adwerx teamCustomer response
12/16/2022
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.
Sincerely,
**** *****Initial Complaint
01/18/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
The email continue even after repeated requests to stop spamming me. I never signed up for their services nor am I interested in what they have to offer. My company ******************* does not want or need their servicesBusiness response
02/01/2022
Business Response /* (1000, 5, 2022/01/20) */ Hi *******, Thank you for reaching out about this. Our records indicate that you had two email addresses on file with us, one that was unsubscribed several years ago, and the other was unsubscribed just last week. Both will now stop receiving communications. If you have any other email addresses that are receiving marketing emails or could be forwarding into the addresses above, we'd be happy to unsubscribe those if you're willing to provide them. We can be reached at ****************** for additional concerns. Thank you!
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5 total complaints in the last 3 years.
3 complaints closed in the last 12 months.