As a small business owner I don't like to post negative online reviews because I know how much hard work it takes to build up a positive reputation. However, for the past 2 years I have given Truly 360 every chance possible to prove the value of their marketing services and rectify their awful customer service, but they have failed in so many ways that I have to warn others about signing a contract with this company.
The real measure of how a company values their customers is not when everything is roses and rainbows, but when unexpected events happen and things go wrong. A positive customer-oriented company will listen to you, support your situation, and be flexible to your needs. This company will NOT be on your side when it counts!!!
I started using them in 2014 primarily for the low merchant processing rates I received through TRU and the virtual tour on my Google page, but everything beyond that was a waste of time and money. Half way into my 4 year contract, my business model changed into a digital platform and I asked if they could put a hold on my services and payment while I sort out the operations and marketing strategy, but they would not budge. I thought a 2 year relationship was more deserving of some flexibility, but clearly they don't know what it's like to be a small business owner.
Several months later, I reached out to my rep with questions and didn't get a reply. Once I got a hold of general customer service I learned that my rep left the company. Problem was, no one ever introduced themselves to me as my new rep and my account when months without any marketing attention. A mistake that would've gone undetected if I was not on top of things. When Clark Richardson stepped in to "solve" the problem, he offered to put a hold on my billing for the months when I received no service. Problem was, the auto-charge still went through every month and I had to catch the transaction every time and request a reimbursement check every time.
Meanwhile, the performance on my Google page only got worse as time went on, but I thought these "experts" would improve my business' online exposure. Despite these short-comings in putting the customer's best interest first, the company still felt they were holding up their end of the deal and would not allow me out of the contract 1 year early, as Clark made clear by emailing me a PDF of the paperwork I signed.
At the end of my contract in Sept 2018, I emailed Clark 3 times within a 1 month period to ask what needed to be done to terminate the agreement. No replies. Finally got customer service to send me a cancellation form in Oct, only they say that I will be charged again in Nov because there's a 30 day time frame to give notice. I disputed this letting them and Clark know that not only did I inform Clark more than 1 month ago that I intended to cancel, but my contract does NOT state that they are allowed to continue charging me beyond my 4 year term and it does NOT state when or how cancellation notice needs to be given. So now they're taking money from me that they are not legally owed.
Don't be fooled. This company is not the only player in the digital/Google marketing game, they are NOT worth the price and hard contract terms, and you're way better off finding another company who knows how to actually treat people the right way. read more