Complaints

This profile includes complaints for Agent Image's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Agent Image has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Agent Image

  1700 E Walnut Ave #400 El Segundo, CA 90245-2609

  
• 

  Agent Image

  12 Washington Blvd Fl 2 Marina dl Rey, CA 90292-5124

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started paying Agent Image about two years ago when they said they would build my website. They abandoned the website mid-build and did not host it. I found out a year and a half later they were charging me hosting fees for a website theyre not hosting or building. Theyve been difficult to get a hold of, tough to cancel and refuse to refund. They have made no attempt to make this right.

• Initial Complaint

  Date:02/12/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This transpires over several dates.Ive paid over $7,500 for services.I have attempted to contact the following employees, to no avail.The design People [email protected] x 3661.************ x *************************************** ************************************** ************************************ ******************************************* ********* ****** 310 ******

  Business Response

  Date: 02/21/2025

  Dear Laquittah,
  

  Thank you for reaching out. We understand your concerns and appreciate the opportunity to clarify the situation. Our records indicate that multiple discussions occurred regarding your account's outstanding balance. Unfortunately, we could not activate your website due to an unpaid balance of $2,449.00.
  

  Additionally, on July 20, 2022, you intended to cancel the website. However, there was a misunderstanding regarding the deactivation process. At that time, we clarified that canceling the website would result in its removal from the internet, and based on this information, you chose not to proceed with the cancellation.
  

  We also sent a follow-up notification on July 11, 2023, reminding you of this prior discussion and the remaining balance. Since the website was fully delivered and approved in writing on March 16, 2021, we regret to inform you that a refund is not an option at this time. However, we remain committed to providing excellent customer service and are open to discussing  alternative resolutions
  

  Please let us know how you'd like to proceed, and we would be happy to explore possible options.

• Initial Complaint

  Date:07/16/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and the credit card reimbursement was made only after the complaint was filed.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/22/2024

  The client raised this concern with us prior to filing this complaint and this has been addressed.
  

• Initial Complaint

  Date:07/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 21961882
  
  I am rejecting this response because: it is not factually or contextually accurate and they intentionally omitted information. See below:

  From Agent Image:
  Initial Design Concerns: 
  Your project started on 10/4/2021, and the initial design composition was sent to you on 10/12/2021. We understand that the initial design did not meet your expectations, and we continued with communicating to reach your desired design.

  From JN:

  The second part of this sentence is not true. I was travelling for work and the holidays during this time and was not able to review the initial design until AFTER the new years. After my initial review which did not take place until after the new year when I returned home, I contacted them to cancel the agreement. And since only an initial draft had been done (and a terrible one at that), I told them that they could keep the initial $3500 deposit and I just did not want to pay out any additional monies; which seems more than reasonable. The issue is that their return policy is 90 days or something but regardless of the progress made, they bill the entire amount prior to this so at that time evidently I had already paid out the full amount. They could easily have given back the money that they had not done any work for however they chose to cling to that 90 day policy knowing that only an initial draft had been done and that I did not even review the draft until after the 90 day period. This was all discussed over the phone more than once. So this is a lie, mischaracterization and intentionally omitting information and context to try to fit their narrative.

  From Agent Image:
  Your cancellation request was received on 2/10/2022, you expressed a desire to cancel the agreement. You were advised that your case would be evaluated. From April to July 2022, our representatives made several attempts to contact you via phone and email to discuss your concerns.

  From JN:

  The first part of this sentence is correct. As soon as I reviewed the initial draft which was after January 1st (when I got back from vacation), I called them to cancel. The second part about not being able to get ahold of me is misleading because if anything I was the one making attempts to get ahold of these people to get my money back.
  

  From Agent Image:
  Agreement to Continue: On 9/28/2022, after a conversation with you, it was agreed that we would continue the work as a refund was no longer applicable. Arrangements were made for a new Digital Strategist to take over.
  

  From JN:

  This is not true! I spoke to ******************************* and explained to him that I wanted a refund. He tried to convince me to stay on by saying they would put a better design team on my project. I still said no. Then like a sleezy salesman, he clearly and concisely tole me (or rather lied to me) and said that, what if I let them move forward with the new design team and if I still was not happy after they presented something then I could get a refund. I knew 1000% that if I agreed to move forward otherwise, I would no longer have an argument to get additional money back which is why I refused both of his requests to stay on. And ****** knew that if he told me that and lied, that I would not be able to get any money back. I should have never let him persuade me like that and I should have got that in writing. Feel free to share the audio recordings. This was the entire premise of the conversation, i denied both of his attempts to stay on and the only reason I reluctantly said ok, was because he said I could still get my money back. I believe I even told him OK but that he was wasting their time now because I still don't think we will be satisfied. So again, this is a complete misrepresentation of the facts, its misleading, its unethical, and its a bunch of black and white legal ********. They are trying to get off on the technicality of the timelines without providing any color or context. ******************************* is a liar and I will file legal suit to prove it if I have to. 

   

  From Agent Image:
  Ongoing Communication from 10/7/2022 to 5/26/2023. A new design composition was presented to you on 5/26/2023.
  
  On 11/9/2023, we received an email from your team requesting to cancel the project and receive a 50% refund. This request was evaluated and subsequently denied on 3/19/2024, per our terms of service. This denial was reiterated on 4/5/2024 and again on 5/15/2024.
  
  We have consistently aimed to address your concerns and work collaboratively to achieve a satisfactory outcome. Our records indicate that we adhered to our policies and provided numerous opportunities to resolve the issues raised. While we understand your frustration, our decision to deny the refund request is based on the terms and conditions agreed upon at the onset of the project. We believe our team has acted in good faith and made considerable efforts to meet your expectations.

   

  From JN: It's worth noting that between those months they ignored all of my calls, emails, etc.

  In short, you guys took $10k of my money by the time I was able to review your initial draft that was done by a teenager in the ***********. Once I reviewed it, I asked for a refund and denied your attempts to get me to continue forward until ******************************* lied to my face knowing that if he could get me to say OK, then I could not get any money back. This response is completely misleading and you are clearly trying to skate by on technicalities and timelines that you are providing intentionally without any context. You all should be ashamed of yourselves for taking peoples hard earned money. Look at all the BBB reviews. They are all saying the same thing.

  
  If you have any further questions or require additional clarification, please contact our office directly.
  
  Sincerely,
  
  ***********************

  it continued to develop. They also needed us to design it for them. They basically had no input on what to do and just asked us what to put where and on what page, etc. I voiced this concern multiple times throughout the design process and eventually it became clear what was going on. They eventually told us that they hire kids in the *********** to do their design work which is why the designs look like they were done by children and why they needed us to tell them what to do.After finding this out I decided to cancel 100% and was intentionally ignored by phone and email by ********, our "designer" and ****** over the next 6 months. When I finally did get a hold of ****** he conveniently did not remember any conversation we had about cancelling or getting any money back. He also will not release the transcript of the conversation because he knows he's a liar.They have continued to ignore me. I think I might get a lawyer to *** them purely out of principal. Do not hire this company.

  Business Response

  Date: 07/11/2024

  Thank you for your detailed communication regarding your experience with our company. We appreciate all feedback as it allows us to continually improve our services.
  
  After evaluating your case and the timeline of events, we would like to address the following points you raised:
  
  Initial Design Concerns: 
  Your project started on 10/4/2021, and the initial design composition was sent to you on 10/12/2021. We understand that the initial design did not meet your expectations, and we continued with communicating to reach your desired design.
  
  Your cancellation request was received on 2/10/2022, you expressed a desire to cancel the agreement. You were advised that your case would be evaluated. From April to July 2022, our representatives made several attempts to contact you via phone and email to discuss your concerns.
  
  Agreement to Continue: On 9/28/2022, after a conversation with you, it was agreed that we would continue the work as a refund was no longer applicable. Arrangements were made for a new Digital Strategist to take over.
  
  Ongoing Communication from 10/7/2022 to 5/26/2023. A new design composition was presented to you on 5/26/2023.
  
  On 11/9/2023, we received an email from your team requesting to cancel the project and receive a 50% refund. This request was evaluated and subsequently denied on 3/19/2024, per our terms of service. This denial was reiterated on 4/5/2024 and again on 5/15/2024.
  
  We have consistently aimed to address your concerns and work collaboratively to achieve a satisfactory outcome. Our records indicate that we adhered to our policies and provided numerous opportunities to resolve the issues raised. While we understand your frustration, our decision to deny the refund request is based on the terms and conditions agreed upon at the onset of the project. We believe our team has acted in good faith and made considerable efforts to meet your expectations.
  
  If you have any further questions or require additional clarification, please contact our office directly.

  Business Response

  Date: 07/23/2024

  Review and Cancellation Timeline:
  We received the client's cancelation request on 2/10/2022. We regret any misunderstanding regarding the timing of the initial review and the client's request to cancel. Client feedback indicates that he was traveling for work and holidays, and the review took place after the New Year. We thank the client for lending clarity to this.
  
  
  Attempts to Contact:
  While our records show several attempts to contact the client between April and July 2022, we appreciate the client again clarifying that he was  also making efforts to reach out to us. We regret any inconvenience caused during this period and will review our communication records to ensure accuracy and transparency.
  
  Agreement to Continue:
  Regarding the conversation on 9/28/2022 with *******************************, we understand that the client felt pressured and misled. We take such concerns seriously and will review any available recordings and documentation. We intended to find a resolution that met the client's needs, which seems was not clearly received.
  
  Ongoing Communication:
  We presented a new design composition on 5/26/2023, and your team requested to cancel the project and receive a 50% refund on 11/9/2023. Our denial of this request on 3/19/2024 was based on our terms of service, which we communicated again on 4/5/2024 and 5/15/2024. We regret if you felt ignored during this period and assure you that we aim to address all client concerns promptly and fairly. We strive to act in good faith and meet our client's expectations.

  We have kept to the terms of service and have rendered hours of service, and cannot ***** any refund. We respectfully request that the client continue with the project.
  

• Initial Complaint

  Date:03/20/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  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,
  
  *****************************t I noted to company and declined usage of. 2) My main page of website images were not loading on any mobile devices. Its unclear how long this issue was occurring before I realized.3) ********* directory was not setup among other directories, and my ****** search rankings for my website had not improved from July when I initiated this project. The company also goes by The Design People, and in February of 2024, I noticed an unauthorized charge of $1200 from them on my CC. I immediately contacted them to find out why such a charge had appeared, and they could not answer me. I had to dispute the charge with ****, and ultimately cancel my CC to prevent future charges from occurring, as they falsely told Amex the charge was valid. I asked this company to refund me $2200 for the *** fee and they have refused. Agent image has misrepresented their services and failed to deliver, resulting in wasted time and over $13000 in total fees, inclusive of site hosting.

  Business Response

  Date: 03/25/2024

  We were in touch with ****** prior to the filing of this complain. We were and still are addressing concerns noted in this complaint.