I signed up with Wisdek on December 1st to advertise my carpet cleaning business. I contacted them a few days later to let them know my ads were not up. I signed up for the sponsored results which are supposed to go live immediately.
I finally got a hold of someone on December 20th. They told me they would have someone call me back. Every time I spoke with them they said the supervisor isn't available and they would call me back. I finally spoke to someone on January 6th after I filed a BBB complaint.
The owner called me back and said he wouldn't refund me for the first month and that I had to pay again for the second month but this time they would "get it right". I needed advertisement for my business so we changed a few keywords and I paid again. They put a very generic and non-eye catching title and description so I asked them to change it. My ads were showing up way at the bottom and not in the top three.
The owner was furious that I filed a BBB report and kept making excuses for his customer service saying "I don't think Thrista would do that, they always transfer calls, they always call back". Then the story changed to "she didn't call back because she didn't have an answer", it was really uncaring and troublesome.
On the 16th of January, 2 weeks into my new campaign they tell me the ads aren't up because they got the keywords wrong, it's supposed to be Littleton not Middleton. So they sent me something over and to sign again and I told them, this is the last chance, get my shit right otherwise I'm going to share my experience with everyone. I also updated the BBB report.
FINALLY on the 17th of January, after 45 days I finally saw my ads up the right way with the right descriptions. Now, I'm a happy customer except for the fact that I paid for 6 weeks of service and got nothing. But hey, no big deal, I'll make it up. And once again, this is for sponsored links, so its supposed to go live immediately, not seo or google places or anything that takes time.
I got more jobs off of Craigslist than I got from these ads in 6 weeks. NOT ONE SINGLE PHONE CALL!
So anyway, I'm happy, the listings look good and the owner explained they may go down sometime during the day but ultimately they would go back up in the morning. I understood that. My ads went down about 5pm on on the 17th but they were back up on the 18th. Great placement, great description, FINALLY, after 45 days I'm seeing it go live and properly and ready to get some results.
At 10am on the 18th I get a call from the owner who was extremely upset that I filed a BBB report. He said he was going to pull my ads, blacklist my company and he also works with a network of online advertisers from whom I will also be blacklisted! I explained to him that I don't care, I'll write my HONEST experience about the company online. Isn't that what consumer reports and BBB ratings are for? To file honest consumer experiences?
So in essence I am being "punished" because I "complained" about this company. But like I said, I got more jobs from Craigslist than I did with this company.
Moral of the story, if you use Wisdek and expect quality service then use the channels available to consumers, YOU WILL BE BLACKLISTED FROM ADVERTISING ON THE INTERNET! Or so they say.. I doubt it.
So to sum it up: I was pissed for 45 days, finally after 45 days they got it right, I was happy, then the owner pisses me off again and tells me to essentially f-myself without using that terminology.
COMPLAINT ACTIVITY REPORT Case # 1245256 Better Business Bureau of Mid-Western and Central Ontario
Consumer Info: ******
Location Involved: (Same as above)
Consumer's Original Complaint :
I hired Wisdek to deliver advertising for my business. I notified them on the 6th of December that the advertisement was not showing up as promised. I contacted them again on the 15th of December. They told me my website was "not loading properly". I built a new website in 1 day. I contacted them on the 20th and spoke to Trisha. She said she would call me back. I never heard from them so I contacted them again and again. I finally contacted them on the 6th of January, one month later and Trisha said she would have someone call me back. It's the 7th and no call back. I did not get what I paid for, the company breached the contract and took my money. But above all the customer service is absolutely HORRID! I'm leaving bad reviews everywhere I can about this business including this BBB report. I've been patient for 30 days. I think 30 days is far more than enough time to be patient.
Consumer's Desired Resolution:
I want a credit for the money I paid and I want my keywords changed to something they can deliver. I want the advertisement up immediately so calls can start coming in. I want them to honor the contract of double the down time and I want the down time credit RIGHT NOW, not at the "end of the agreement".
BBB Processing
2012-01-07 web BBB Complaint Received by BBB
2012-01-09 TSS BBB Member or MIP Complaint Validated by BBB Operator
2012-01-09 Otto EMAIL Send Acknowledgement to Consumer
2012-01-09 Otto EMAIL Inform MIP Member of Complaint
2012-01-10 WEB BBB RECEIVE BUSINESS RESPONSE: It is surprising to get this complain.
client called yesterday and asked to talk to me.
i called him back right away. explained him everything about the service, and helped him to change his key phrases. he signed a new agreement yesterday and was extremely happy with the resolution, and with the way that he was treated.
today morning we are getting BBB complain.
I tried calling him after getting the complain, but he was not available.
2012-01-10 KAS EMAIL Forward Business response to Consumer
2012-01-16 WEB BBB RECEIVED CONSUMER REBUTTAL : (The consumer indicated he/she DID NOT accept the response from the business.)
I filed this on Friday. I spoke with the owner on Tuesday. He refused to give me my money back and said I would have to pay even though they didn't deliver the service. I needed advertising for my website so I just paid again for different keywords. I paid 1/10/12. They promised my ad would be in the top three in the three cities around me.
The owner was very apologetic but kept making excuses for the incompetence of his employees. He said he was making a "special exception" to list my keywords even though the sales agent already gave me the same estimate on those keywords. I sent in e-mails asking them to change the description to something that will get some results. I get e-mails back saying it doesn't fit in the characters. The woman, Thrista, is so incompetent, she put "Carpet cleaning services" in the title and the full ad in the description.
The title should be "Carpet Cleaning Special $79"
The description should be "If you are not happy, you don't pay - call ******"
Instead the moron put it ALL IN THE DESCRIPTION.
Everyday that goes by is another day I lose money. 45 days and they STILL CAN'T GET IT RIGHT! Plus they made me pay for the 30 days of service even though they couldn't get it together and get my ads up. That's not to mention the fact they refused returning my phone calls.
I'm sick and tired of it! This is absurd! They promise the ad will appear in the top 3. I've yet to see it in the top 3. They promised "broad match search results", I have yet to see it appearing where it's supposed to be.
At this point, I'm extremely upset and realize the people working here are some of the most incompetent people in the world. Either that or they don't care. I'm sure it's a blend of both. If they cared they would just get it done, simple, end of story. Why would I have to babysit these people?
The new campaign is a WEEK INTO IT and it's STILL hasn't shown up in the places where it's supposed to be. I haven't received a SINGLE PHONE CALL in FORTY FIVE DAYS. I know my industry, I know where the ads need to appear and what they need to say to get results. I've received six calls from CRAIGSLIST in the LAST WEEK ALONE!
I have no more patience for these people.
2012-01-17 KAS EMAIL Forward Consumer Rebuttal to Business
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