ComplaintsforQuartile LLC

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  For the past two months, my account has received no service, and several issues have arisen, as detailed below:No Bi-Weekly Reports: I have not received any bi-weekly reports as agreed upon.No Account Activity in ***: ********* to the log reports, no one accessed or worked on my account in ***. The last activity was recorded in April.Budget Overspend: The budget for ***** *****s was exceeded by $400 in ***, surpassing the agreed limit of $1,500.Mismanagement of Ads: The ads were managed poorly, with a focus on spending more money rather than considering the Return on Ad Spend (ROAS). Incorrect data points were used to build campaigns. No one asked me what the top sellers are for ***** ***** instead campaigns were built and money spent on products that are not worth spending money on.Ad Suspension: Due to the overspent budget, ads were turned off by ****** on *** 23rd, and I was not notified about this issue.Coupon Rejection: The coupon I provided was rejected by ****** due to improper setup by Quartile.Given these issues, it is evident that no one was actively managing my account. I believe a refund for *** is the least Quartile can do to rectify this situation.

  Customer response

  07/01/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Quartile LLC regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid over $5,400 to quartile that they were supposed to manage my AMAZON and ******** accounts for my brand ************ and *******************. I gave them specific guidelines of what my spend needed to be and that anything that was under a ROA of 2 needed to be turned off. Also, I gave them an explanation of my keywords that needed to be optimized and they did not follow directions. They also agreed to send me separate invoices in which i never recevied and also to send me weekly reports of what they are doing. After weeks of arguing with them, they dropped my account and said they will no longer work on it and not give me a refund because i signed a contract. I was bleeding money they were not managing my account corrently and they were not willing to refund me and let me exit my contract. I called, left messaged, was told a VP was going to call me and I never got a call back. They continue to charge my credit card. To the point saying they cannot refund my money. So i said then finish the work you are suppose to be doing...we had a call scheduled last week in which they had canceled without telling me and then rescudueld, and i had a call today and they never showed up. I have all of this in my emails.....i have lost so much money with them..that I am almost giving up. They completley dropped the ball on my account and I repeatled asked them to cancel my contract but not only did they REFUSE to do that...they no longer provided me the service that i was paying for.Here are the emails I will be sharing: -June 23, 2022 - stating my expectations and when they said it was going to be launched - Asking for bill to be split up and delayed because their job didn't start when they said it would - Respond to my email - Email stating they launched Groom and propsper on July 6th - Tons of emails with no response - They sent an email admiting they are at fault.....and someone will reach out...- Proof that they are not working and asking for a refund

  Business response

  12/01/2022

  The client came to us seeking our expertise to manage their Amazon and Facebook accounts. We mutually agreed to a special 3-month trial period for $1,800/month (totalizing $5,400) starting June/22. Around mid-August, the client requested the suspension of our services, claiming that the performance was lacking, and requested a refund. 

  
  Unfortunately, refunds are not a part of our company’s policy as stated in our contract (“Client shall not be entitled to any refund in connection with any termination of this Agreement and shall promptly pay any outstanding fees due”). We made it clear from the start that it takes some time for our algorithm to learn – around 3 months, hence our special offer for a trial period. 

  
  We could and did offer a special payment condition, to which the client agreed: the last $1,800 payment would be divided into two installments of $900, and we would tend to her account an extra month, acting in good faith to end our partnership in a good note and with better results for their accounts. 
  The client continued to insist on the termination of our partnership before its due date. And we agreed to end it by September 30 without charging any extra fees for breach of contract.

  
  It’s important to highlight that’s also stated in our contract that “Quartile does not guarantee any particular financial results or promise any growth in sales or the client services generally, and its services should not be used as financial, investment or legal advice”. 

• Initial Complaint

  09/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I started my professional relationship with Quartile advertising platform on June 30, 2022, was assigned an account manager during onboarding, and have written emails agreeing to a budget of $100/day for a total of $3K a month (more specifically, the email outlines our agreement of spending $50/geography/day, and we agree on 2 geographies). The representative informed me she could not set a budget for the daily spend, but would be manually monitoring it herself.On Sep 7th, I terminated services with Quartile as I found the account manager was inexperienced, inattentive, and returning no value to my children's picture book publishing business (with ACOS in the hundreds, which is a horrible thing). On Sep 9th, I learned that my account had not been monitored, and the ad spend exceeded the agreed upon $3K/month. In fact, my account had been neglected, my credit card company alerted, and from Sep 7-Sep 8, $5,548.30 were charged.Quartile has violated their fiduciary responsibilities after agreeing both verbally and via email on a set budget. I have contacted their team and complained, but Quartile refuses to provide a refund for the unauthorized ad spend. Quartile has been negligent and did not monitor my account. Furthermore, the account they were managing has budget setting parameters they did not use, even though they were provided account access and that feature exists (I've used it for the past 4 years).

• Initial Complaint

  07/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Credit card transaction date: 4/30/22 Quartile was hired to help manage our advertising budget for our book publishing company. They (******************* the Sales Director) claimed to increase our sales while reducing the cost per sale with their system's technology. They convinced me that all it would take is time for cost per sale to decrease, which to our surprise, never occurred. In fact, it it actually increased significantly. Our original advertising cost of sales was about 35%, and it actually increased to 65% after increasing our marketing budget by more than 3 times. It couldn't have been a worse execution. They continued to claim that the cost per sale will only decrease over time. They kept using time as a reason that the cost was still high. On July 5th 2022 we asked to terminate the contract and asked for a prorated refund. Not only did they not provide a refund, they said (*******************************) they will charge for one more billing cycle and that "there is not much they can do". I've wasted not only time and money. It also increased my stress as well.

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