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Business Profile

Web Design

Agent Image
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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Agent Image has 2 locations, listed below.

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    • Agent Image

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

      BBB accredited business seal

    • Agent Image

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

      BBB accredited business seal

    Customer Complaints Summary

    • 21 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:11/02/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      The website is still pending and until now it is not yet completed. 1/23/2023 I made a follow up with write *** that would be needed on the website. I wanted to review it first before my Zoom meeting with the Agent Image on 1/31/2023. I received a response same day 1/23/2023 that the write-*** are in progress and will try her best to complete it that week. 1/26/2023, my assistants made another follow up about the progress of the write ***. 1/27/2023, received a response from ********, saying " I apologize for the late reply.  I was trying to have them ready by today.  Today has been pretty busy. I will email them over the weekend so that you can review them before my call with ******** on Tuesday. Please let me know if you have any questions". 1/30/2023, my assistant made another follow up with the write ***. I did not receive anything over the weekend for me to review. 1/30/2023 her response was " I apologize for the delay, but I will get you the write *** today.  I thought I was going to have time this weekend to finish things up and I didn't.  I was supposed to be off today (for my Birthday) and ended up working all day - I will get them over to you today". She promised that write *** weeks ago and then there's another delay. It seems she/ they don't feel the urgency of the situation knowing that my website is still on progress now and incomplete for almost 8 months now. ********, the agent who supposedly taking care of the website sent me an email 1/30/2023 saying " I understand your frustration.  I'm trying to do the write-*** myself (which is out of my purview), and I have limited time since I primarily work with website development.  I had the write-*** on my plate essentially for the last couple of weeks, and I've been trying to work them into my schedule.  I will send them over tonight. Hopefully, I will do a good job. I'm working to finish them now ". 1/31/2023 she sent the draft of the write up 8:57 AM and I do not have any time to review it prior to my meeting with her. I have been dealing with these people for almost 8 months now and nothing is happening. I want a refund to this project. against the search option. About 7 times we had to go back and tell them we were not doing the search. At this time I requested a new account manager and upgraded designer, Native Engliah speaking and with luxury experience. It's been 3 months now. They sent me to a new guy, also from the Phillipines. I requested a full refund. They said no, this was 3 weeks ago and I decided I would continue with them instead of starting over since they have all my notes. We have called, left messages, sent many emails and for almost 2 weeks we got no response. They have purposely drawn this out so long that I can no longer dispute with my credit card company. At this point I do not trust them and just want a full refund so I can start all over. Thanks.

      Business Response

      Date: 12/09/2022

      Business Response /* (1000, 5, 2022/11/07) */
      We have reached out to our client and her representatives. As work has been started, presented and revisions have been made, a refund is no longer applicable.

      The client and their representatives have expressed their desire to continue with the project and have a meeting to discuss resuming work tentatively set for 11/8/2022 at 12 noon CST.

      Business Response

      Date: 11/07/2022

      We have reached out to our client and her representatives. As work has been started, presented and revisions have been made, a refund is no longer applicable.

      The client and their representatives have expressed their desire to continue with the project and have a meeting to discuss resuming work tentatively set for 11/8/2022 at 12 noon CST.

      Business Response

      Date: 03/14/2023

      We are unable to accede to the request for a refund based on terms of service which the client digitally signed off on. Moreover, work has been carried out and two concessions have been given.

      "No refund shall be given to the Client for cancellation for convenience, which is made three (3) days after payment. Notwithstanding this, the Client may treat all advanced and processed payments to TDP as credits for future services and projects. TDP shall furnish the Client with its latest billing details upon cancellation to
      reflect the remaining balance usable by the Client for future services."

      We respectfully request that the client continue the work as we are at the cusp of finalizing the free community content we are providing at no charge. The content that the client raised concerns about were given at no charge, as goodwill. We likewise have also discounted the client's site by $500.00.

      Customer Answer

      Date: 03/21/2023

       
      Complaint: 19311226

      I am rejecting this response because: 

      Let's take the $500 and have a professional writer work on the communities, if community write *** were not included in their services then their sales team should not have promised them to me. Please get a new invoice reflecting the $500 discount and find out what the other two concessions were and have then noted on the invoice as well and we can proceed. 


      Sincerely,

      *************************

      Business Response

      Date: 03/22/2023

      We will as requested, send an invoice reflecting the $500 discount and other services that were given free as concessions.


      Customer Answer

      Date: 03/28/2023

       
      Complaint: 19311226
      When are you going to send the  invoice reflecting  the $500 discount and other services that were given free as concessions? Thank you


      Sincerely,

      *************************

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