Lawrence R.'s review of BrandRep, LLC

BrandRep, LLC

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Complaint Posted 1/5/2024
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BUYER BEWARE!!!!!!
BUYER BEWARE!!!!!!!! This is my story with Brand Rep: My name is Lawrence Rush. I have been a customer of brand rep since November 3rd 2023. I am writing this email/letter because I am very disappointed in the level of service I have received so far. I signed up for the Elevate plan($1000) and pre-paid for services 3 months in advance for a discount. I also signed up for 1 month google analytics management and indicated that I would judge on a month by month basis if I would continue to use the google ads management service you provide. I was assured when I signed up with Brian Kennedy on 11/3/23, that my website would be recreated within two weeks and google ads could be running within a week or two. I was also told about all the other services that I would get with what I paid for. It’s 42 days later from the time I signed up and assurances that were made have not been kept: 1. Website – the website has been in production and has NOT launched. I’ve received no updates regarding this by email nor phone at any time. Getting my website back up and running was what initiated my call to BrandRep and there is still no website and it’s 42 days later. I’m in the middle of my 3 month contract and still no website. That also means I received nothing with SEO that was part of our contract also. 2. Google Ads – The ads for Google did not go live until November 29th according to the email I received from Bruno Moreira, which was 26 days from my phone call and 12 days passed the time I was assured it could start. I had also paid the $500 google ads management fee for that month already. During the time the ads were running, ads were stopped by google at least 2-3 times and then most recently my Google Ads account was suspended for fraud on 12/12/23. I was thinking that maybe by now someone would have surely called me to let me know what was going on and how they were going to fix it. I received no communication at all from BrandRep. While I do understand that a portion of this is not your fault, I am even more bothered that when I called your customer service today 12/15/23, I had to tell the representative about the suspension due to fraud. I also had to email her the actual email as proof so that she could forward the email to the appropriate person. So basically, I paid for Brandrep to create and run ads and not manage them. There was no optimization of the ads and if the ads had been closer to Google standards for ads, there would have been very little disruptions which affected my business. I know this because I have done google ads before. I received no communication about the delay about the ads going live, no communication about the ads being stopped and what was being done to fix the ads, and no communication about the suspension which apparently no one there knew about because the ads were only being run, not managed. This further tells me that my ads were not being watched, not optimized for performance, nor did anyone care to ask me what kind of responses I was getting due to the ads to further optimize the ads which is a service that was supposed to be included along with Keyword search. Some of the keywords were totally off based for my business. Most of the keywords being used are the words I gave. 3. Google Business Page – On December 5th, I called your customer service because at this point, I had received a transaction attempt of $500 on my account on December 3rd. Furthermore, when it was determined that $500 would not process from my credit card, $250 was deducted. And then another $250. I am sure my phone call with Brian was recorded, and I was clear when I told Brian that I wanted to do month to month for the ad management. This meant I was not trying to have payments reoccur. When I spoke to the male rep that answered the phone, I discovered that my google business page was not connected. I will applaud your rep for taking the initiative to get the account connected at that moment on the phone. By this time, it had been 32 days since I signed up. The rep offered me a discount for management services since I had already paid $250 at this point, but I chose to request a refund instead for the level of services I received. He indicated to me that he can put in a request and that I should hear something in a few days. Well, it’s been about 7 days and no form of communication at all. I’m sure that my page has not been optimized which was also part of the package and not being managed. 4. Blog and Social Media post – NOTHING 5. Monthly Report – NOTHING
 
 
 
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Additional Business Information
Hours   9am - 5pm PST Phone   (800) 405-7119 Address   18881 Von Karman Street Suite 1500
Irvine, CA 92612
Website   http://www.brandrep.com Email  
Contact   Customer Service Other  
 
 
 
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