ComplaintsforTouchTunes Music Company, LLC

Music

HeadquartersMulti Location Business

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Initial Complaint
09/13/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Late last month August 2024 I purchased $25 totalling 55 credit points. Because of a recent TouchTunes App update my credit points and history was deleted/erased from my account. I have tried calling and emailing them to rectify this matter to no avail. I request a refund of my $25.
Business response
09/17/2024
In response to the complaint referenced above,TouchTunes has communicated to this customer that the ********************** mobile app account referenced in the complaint last purchased credits on August 9, 2024 and redeemed credits at the same location on August 19, 2024, August 20, 2024,August 21, 2024, August 22, 2024, August 28, 2024, August 29, 2024 and September 4, 2024. Nine unused credits remain in the mobile app account. Our records do not show any additional credit purchase in August.
The customer may have created a second ********************** mobile app account, which would explain why they are not seeing the unused credits and their favorites history. TouchTunes responded to the customer the same day that the customer contacted us, but we have not heard back. The customer can respond to ********************** mobile support response sent on Friday, September 13, ************************************* the complaint for additional support.
Customer response
09/17/2024
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 and the matter has been resolved.

Sincerely,

***********************************
Initial Complaint
08/16/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Deceptive Practices by touchtunes mobile app. Today, I contacted touchtunes help line by phone. Informed representative that I cannot delete my payment information from their mobile app. The mobile app does not allow users to remove payment, or financial I formation. I asked the representative to assist me in removing my personal, payment information and delete all my information and close my account. The representative refused to do so and would not let speak to a supervisor who could assist me.,
Business response
08/19/2024
To Whom It May Concern:
In response to the complaint referenced above, TouchTunes does not have records of receiving the phone call included in the complaint. However, TouchTunes did receive a communication on August 16, ***************************************** the complaint through its mobile app TouchTunes Support chat feature requesting assistance with deleting a saved credit card. TouchTunes provided instructions the same day.
The complainant did not request to delete their account, but if they would like to do so, they can reach TouchTunes Support in the same manner they have contacted us previously.
Customer response
08/21/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
Deceptive Practices, this company is bogus and refuses to delete my personal and financial information. ************ denies that I contacted its representative. In order, to seek assistance with deleting my information is in question. ************ lies. If investigators were to track my call history and conversation with this company representative. It would reveal that I did in fact contact the company. In order, to seek help with the above request to delete my personal and financial information. ************ refuses to comply with my above request and needs to be sanctioned.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business response
08/30/2024
To Whom It May Concern:
In response to the follow-up complaint referenced above, TouchTunes records indicate that the complainant has not responded to our e-mail communication on August 16, 2024 or follow-up e-mail communication on August 28, 2024, which provided instructions on deleting a saved credit card.
If the complainant would like to delete their account, they can reach TouchTunes Support in the same manner they have contacted us previously or submit a request at ***********************************************************;
Initial Complaint
02/28/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased and redeemed 10 tokens at ********************** bar (PBJ) in ******* and they never played any of my songs that I bought (and several others songs for that matter). When I reached out to TouchTunes they credited me only 3 tokens. I wouldnt have agreed to this because I spent 10 tokens worth of tokens but since my notifications were turned off I missed the message. I deleted the app in hopes of being able to turn notifications on upon reinstalling it. However, I signed up years ago using ******** login and am now locked out of my account with the supposed option of closing the account for a refund. They still owe me 7 tokens but Im will to cut my losses for a refund. I think I had 56 tokens in my account when I lost access to it. Hopefully they can make this right by crediting me the additional 7 tokens they owe me before refunding me but I would be happy with a refund of the amount of tokens I have currently, at a minimum.
Business response
03/01/2024
In response to the complaint referenced above, TouchTunes has communicated to this customer that funds have already been returned to the customers original payment method. We believe this matter has been fully resolved.
Initial Complaint
01/30/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On the evening of January 19th I purchased 45 credits from TouchTunes for $25. I do this regularly, but on this occasion they charged me twice. I reached out to them. They acknowledged the double charge and said it should disappear from my bank in a few days. It never did and they refuse to refund the $25 or simply add another 45 (+10 standard bonus) credits to my account.
Business response
02/01/2024
In response to the complaint referenced above, TouchTunes previously received a communication from this customer requesting a refund,which has already been issued.
We believe this matter has been fully resolved.
Customer response
02/02/2024
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 and the matter has been resolved.

Sincerely,

***************************
Initial Complaint
11/30/2023
Complaint Type:
Product Issues
Status:
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.
I was at work and my Bank Fifth Third contacted me and asked did I make any charges to Touchtones and I said no. *********** charged my card 10 times for twenty five dollars that I didn't even use. I want my money back.
Business response
11/30/2023
In response to the complaint referenced above, our records indicate that there is no TouchTunes mobile app account registered to the email address or telephone number provided in the complaint.
TouchTunes does not store full credit or debit card information on its servers and is therefore unable to block a specific credit or debit card from being used through its mobile app. If the complainant believes his or her credit or debit card was compromised and used without permission, we suggest promptly reaching out to the card-issuing bank with a fraud dispute and/or contact local law enforcement authorities.
Customer response
12/06/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT resolved

Someone used my. card without much knowledge. I *** not have an account with this business. I request that money be returned. This is not an issue with the bank nit an issue with the bussiness because they are the ones who sent the money back to my account then took it back causing an overdraft, after U left a voicemail concerning the issue

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business response
12/19/2023
TouchTunes does not store full credit or debit card information on its servers and is therefore unable to link a specific card number with the purchase history.
We have reached out to the complainant via telephone to discuss this matter, but we have not heard back.
As suggested previously, if the complainant believes his or her credit or debit card was compromised and used without permission, we suggest promptly reaching out to the card-issuing bank with a fraud dispute and/or contact local law enforcement authorities.
Initial Complaint
11/06/2023
Complaint Type:
Product Issues
Status:
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.
I paid $50 to a company called CDBaby to have my bands music published on all of their trusted partners platforms. TouchTunes is one of their trusted partners but our music is not showing yo there. CDBaby said they did deliver our music to them and that I need to contact them to see why it isnt showing up. I called their phone support and told me I had to e-mail their music programming department. I e-mailed them 3 times and got no response. I want a response and I want this issue figured out and resolved.
Business response
11/07/2023
In response to the complaint referenced above, TouchTunes has no record of any emails received by its music programming department from the email address included in the complaint.
CD Baby is a third-party partner of TouchTunes that digitally distributes music. The selection of music available on TouchTunes jukeboxes is hand curated based on industry research and the unique needs of our network. As a result, not all of the music content that we receive from our distribution partners is eventually made available on the TouchTunes catalog.
Customer response
11/14/2023
The e-mail address that the original e-mail was sent from is **********************.
Business response
11/16/2023
In response to the complaint referenced above, TouchTunes music programming department has reached out to the complainant directly via email regarding his interest in TouchTunes.
As explained previously, CD Baby is a third party partner of TouchTunes that digitally distributes music. The selection of music available on TouchTunes jukeboxes is hand curated based on industry research and the unique needs of our network. As a result, not all of the music content that we receive from our distribution partners is eventually made available on the TouchTunes catalog. This information is expressly disclaimed on the websites for both CD Baby and TouchTunes.
Initial Complaint
10/20/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I downloaded the touchtunes app. I bought $12 worth of credits. I started trying to use the app, and though credits kept deducting themselves, the promised used (i.e., to play songs to be listened to at a touchtunes machine) never occurred.This app deducted credits twice without playing songs: once in September at the Cozy in, and once last night at the Elks Lodge. I've had enough of getting scammed - I'd just like my money back.I tried to report this company, but they only accept complaints via their app via a robot and an FAQ. There is no way to talk to an actual person, and there is no way to request a refund.I just want my $12 back and for this scam to be over.
Business response
10/24/2022
To Whom It May ********************* response to the complaint referenced above, on October 20, 2022, TouchTunes received a communication from ************** requesting a refund due to unplayed songs, which was issued the same day.
We believe this matter has been fully resolved.
Customer response
10/24/2022
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 and the matter has been resolved.

Sincerely,

*******************
Initial Complaint
09/06/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I used a juke box a month ago at the bar and I already paid the amount and now they charged me twice today and I havent used the juke box I was at work and I dont even have the touch tunes app I want a refund of 48 dollars
Business response
09/09/2022
To Whom It May ********************* response to the complaint referenced above, our records indicate that there is no TouchTunes mobile app account registered to the email address or telephone number provided in the complaint.

TouchTunes does not store full credit or debit card information on its servers and is therefore unable to block a specific credit or debit card from being used through its mobile app. If **************** believes his credit or debit card was compromised and used without his permission, we suggest he promptly reach out to his bank with a fraud dispute and/or contact local law enforcement authorities.

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